Introduction
Good communication and planning skills are important for all administrative professionals. This interactive and practical course is designed to help learners review and enhance these skills so that they can develop not only their own effectiveness but also that of their immediate colleagues and teams.
Objectives
Face-face communications.
Project planning and monitoring.
Telephone skills, teleconferencing and remote communications.
Interpersonal and influencing skills.
Meetings skills and supporting presentations.
Written communications (including writing e-mails, letters, reports and instructions).
Personal planning and time-management skills.
Audit and develop communication, interpersonal and planning skills.
Course Outline
Day 1
Face-to Face Communication and Interpersonal Skills
Obstacles to effective communication and how to overcome them.
Managing conflict.
Delegation – giving and receiving.
Interpersonal skills and building working relationships.
Assertive communication.
Day 2
Team-Working and Meetings
Team Improvement and group dynamics.
Challenging ideas and getting agreement.
Improving meetings.
Constructive and inclusive discussions.
participation and control.
planning and preparation.
follow-up and meeting notes.
Day 3
Planning & Time Management
Personal planning tools and systems.
Handling and making requests.
Managing interruptions.
Project planning and principles of CPA.
Day 4
Managing Information and Written Communication
Principles of information management
digesting information and making it meaningful
Report writing
relevance
layout
structure
Grammar & punctuation
Editing and proofreading skills
Writing e-mails and letters
style
tone
structure
Other forms of written communication
Day 5
Supporting Presentations/Improving Teamwork and Systems
Designing slides and incorporating graphics
Room setup, equipment and trouble shooting
Continuous improvement and creative thinking
Making a case
Programme review