Advanced office management and administrative services

TRAINING OUTLINE

Day 1 : Programme Introduction / Roles Competences and Personal Effectiveness 

• Programme Introduction and Objectives
• Action Planning
• The competence model of skills, behaviours and values
• Emotional and Chronistic Intelligence
• Personal Competence Review
• Time Management Constraints – resources, systems, other people and self
• Handling Requests and Conflicting Priorities

Day 2 : Team Working, Communication and Meetings 

• Team Working and Team Roles
• Briefing Skills – giving, receiving and passing on
• Organising, and Participating in Meetings
• Notes, Minutes and Follow-up

Day 3 : Managing Working Relationships / Communication Skills / Supervising Admin Staff

• Delegation – giving and receiving
• Coaching and  Training Colleagues and staff – skills of on-job training
• Communication and Listening Skills – lessons from NLP
• Building Rapport
• Developing a Network of Working Relationships – influencing skills
• Assertiveness and Conflict
• People Problems and Problem People
• Helping Others Perform – case study
• Practical Motivation
• Criticism Skills

Day 4 : Managing Time  / Desk Management and Office Technology / Writing Skills

• Planning and Priority Setting
• Office Layout and Ergonomics
• Managing the Paper-load and Developing Paperless Systems
• Getting the best from Office Technology
• Letter Writing
• E-mail Efficiency and Etiquette
• Writing and Editing Reports
• Proof-reading Skills
• Setting up / developing writing layout and style guidelines for the organisation
• Writing & Designing Presentation Slides

Day 5 : Managing Information & Budgets / Improving Customer Service and Systems

• Principles of information management – scheduling, filtering and digesting
• Interpreting & presenting statistical information
• Designing & using graphs
• Designing surveys, presenting findings and interpreting meaning
• Basic concepts of financial management
• Monitoring budgets and variance
• Improving  customer service and systems – continuous improvement
• Action planning