WHO SHOULD ATTEND?

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.
 

LEARNING OUTCOMES

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
   

COURSE OVERVIEW & CONTENT

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.
 

DAY ONE

• 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
   

DAY TWO

• 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
   

DAY THREE

• 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
   

DAY FOUR

• 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
   

TRAINING METHODOLOGY

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

DELEGATE FEEDBACK:

"The training has exceeded my expectations"

Ms Amna, Office Manager
 

COURSE DURATION: FOUR DAY