Effective Office Management & Administration Skills


This programme is useful for anyone who deals with the day-to-day running of an office. Learners attending this course are typically office managers, PAs and secretaries or administrative personnel.


By the end of this programme, the participants will be able to:

  • Understanding of the range of responsibilities and skills required by the office manager
  • Understand the importance of effective administration skills within an organisation
  • Enhance communication and interpersonal skills
  • Manage time efficiently and be able to think proactively
  • Describe the essentials of an effective office system
  • Segregate important tasks and prioritise them
  • Improve skills in record keeping, organizing meetings
  • Manage a network of working relations
  • Manage the performance of admin staff
  • Various approaches to use when dealing with the management of tasks, teams and individuals
  • Techniques to plan and manage workload effectively and achieve objectives
  • Assertive communication and problem-solving skills


If you work as an office manager, you will find yourself looking for ways to create a more effective office environment. This course is designed to give you the skills you need and to show you ways of reducing inefficiency in your workplace and will help you develop key skills that are required for the smooth running of an office, including an assertive and organised approach to managing people.

This course provides necessary skills for everyone that works in office admin and will help you reduce stress in your workplace by creating an efficiently run office. Other key skills you will develop include management and planning techniques to improve information flow and achieve objectives.


  • Programme Introduction/Roles, Competences And Personal Effectiveness
  • Programme Introduction And Objectives
  • Action Planning
  • The ‘Competence’ Model Of Skills, Behaviours And Values
  • Emotional Intelligence
  • Personal Competence Review
  • Time Management Constraints – Resources, Systems, Other People And Self
  • Handling Requests And Conflicting Priorities
  • Developing A Professional Image
  • Introduction To Office Ethics


  • Managing Team Relationships
  • Team Working And Team Roles
  • Briefing Skills – Giving, Receiving And Passing On
  • Delegation – Giving And Receiving
  • Coaching And Training Colleagues And Staff – Skills Of On-Job Training
  • Communication And Listening Skills
  • Building Rapport
  • Helping Others Perform
  • Practical Motivation
  • Giving Feedback


  • Dealing With Your Customer – Internal And External
  • Excellent Customer Service
  • Your Role In Customer Service- Upfront And Behind The Scenes
  • E-Mail Efficiency And Etiquette
  • Telephone Etiquette
  • How To Deal With Callers Professionally
  • Developing A Network Of Working Relationships – Influencing Skills
  • Assertiveness And Conflict
  • People Problems And Problem People
  • Managing Upwards-How To Handle Bosses/ Multiple Bosses


  • Planning. Systems , Technology And Desk Management
  • Planning And Priority Setting
  • Developing Systems And Monitoring Efficiency
  • Office Layout And Ergonomics
  • Managing The Paper-Load And Developing Paperless Systems
  • Getting The Best From Office Technology
  • Planning Skills For Effective Meetings
  • What To Do Before, During, And After Meetings


  • Group Discussions
  • Group & Individual Exercises
  • Presentations
  • Games
  • Case Studies
  • Role Plays
  • Self-Assessment
  • Action Plan


"The training has exceeded my expectations"

Ms Amna, Office Manager


Find A Course


"The empathy and know your customer behind the design of the training is great!"

HR Manager, Strategic Thinking & Planning Course


"I am amazed by the quality of course"

Mr Michael, Supervisory Essentials Course


"Thank you for arranging for me to have this one-on-one class.  I think it was really the best option.  I was very happy with the day."

Ms Helen Redekopp, King Faisal Specialist Hospital & Research Centre - Business Succession Planning Course


Special Offers

SPECIAL OFFER: Book today for Customer Care for Customers With Special Needs Programme and save 30% for in-house programme.

click here

SPECIAL OFFERBook two places and get the third booking on the same course free of charge.