Who Should Attend
Administrators, assistant administrators, executive secretaries, existing or prospective office managers/ senior administrators and supervisors of junior level employees.
Objectives
By the end of the program, participants will be able to:
• Define and understand the role of the office manager / administrator.
• Acquire time management skills required for better office productivity.
• Handle telephone calls properly and professionally.
• List the main causes of stress and the techniques needed to control them.
• Learn communication strategies needed for carrying out responsibilities in an effective manner.
• Develop a service attitude and mindset aimed at the internal and external customer.
Program Profile
The Role of the Office Manager/Senior Administrator
• Perception Versus Reality
• Competencies Required for Success
Serving the Internal and External Customer
• Understanding the Needs of Internal and External Customers
• Having the Right Attitude
• Providing Excellent Service
• Handling Complaints
Effective Communication Skills
• Improving Credibility and Gaining Recognition
• Speaking and Listening
• Being Assertive
• Selling Your Ideas to the Boss, Colleagues, Subordinates and Clients.
Written Communication
• Style
• Layout
• Clear Writing
• Proof Reading
Controlling Stress
• Symptoms
• Causes
• Solutions
Organizing Meetings
• Preparing the Agenda
• Taking Minutes
Managing Time
• Identifying and Eliminating Time Wasters
• Setting Goals and Priorities
• Planning and Managing Time for Self and Others
Using the Telephone Properly
• Professional Telephone Behavior
• Rules for Good Listening
• Making Appointments