Effective Administration Skills and Office Management

Introduction

Office Management and Effective Administration Skills is an exciting and interactive course designed to provide office administrators, supervisors of clerical and administrative staff, executive secretaries and personal assistants the opportunity to audit and develop the interpersonal and professional skills needed to do their jobs effectively.

Objectives

Manage a network of working relations.
Organise and improve office systems.
Communicate effectively.
Manage time for yourself and others.
Manage the performance of admin staff.
Manage and present information.
Improve written communications.
Course Outline

Day 1

Competences and Personal Effectiveness

Course introduction and objectives.
The ‘competence’ model of skills, behaviours and values.
Emotional Intelligence.
Action planning.
Handling requests and conflicting priorities.
Time management constraints.
Personal competence review.
Day 2

Managing Working Relationships /Communication Skills/Supervising Admin Staff

Coaching and training colleagues and staff – skills of on-job training.
Communication and listening skills – lessons from NLP.
Developing a network of working relationships – influencing skills.
People problems and stubborn employees.
Building rapport.
Criticism skills.
Assertiveness and conflict.
Practical motivation.
Day 3

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 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.
Writing & designing presentation slides.
Setting up/developing writing layout and style guidelines for the organisation.
Day 5

Handling Information & Budgets/Improving Customer Service and Systems

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