The
Executive Secretary, PA's and Office Professionals Master Development Program
Who should
attend ?
The experienced Executive Assistant/Secretary makes a major contribution
to the success of executive operations. With a clear appreciation of the role
and pressures faced by management, the assistant who “thinks like the
executive” and takes responsibility, can create a powerful partnership that
delivers results.
This highly interactive and inspirational training class enables you to
refresh existing skills, and introduces several new key techniques to develop
your confidence and new skills. Throughout the class you will build on your
communication, assertiveness, and decision-making abilities, and develop new
confidence-building techniques. This practical class assists you in developing
personal planning and organizational capability to further enhance your
performance.
Participants will benefit from the opportunity to network and exchange
ideas with other executive assistants, and develop new skills that will further
enhance the support they give to their manager. This class goes beyond the
basic principles of organization and time management, helping individuals make
the transition from support role to partner in the Manager/Executive Assistant
team, by developing their own managerial qualities.
Objectives:
Administrative and secretarial
staff is the hub of the organisation and it is their responsibility to
implement the strategic policies of the organisation. This course is designed
to heighten their awareness of their importance to the organisation.
Contents:
I.. The
Structure of the Workplace:
- Understanding
corporate and organisational structure.
- Standard
Operating Procedures (SOPs) – what they are and how they work.
- Organisational
politics.
- Organisational
culture.
- Types of
organisations and their hierarchy.
- Organisational
structure.
- Environments.
- Business
structures.
II.. Team
Working & Conflict:
- Relationships
with staff.
- Ways to
reduce role conflict.
- Leadership.
- Groups and
teams.
- Team
danger signs.
III. Workload
& Time Management:
- Qualities
required of a Secretary/Administrator.
- Responsibilities
and limitations.
- How to
delegate.
- Prioritising
work.
- Personal
organisation.
- Planning
aids.
- Scheduling
tasks.
- Departmental
targets.
- Defining
work objectives.
- Setting
targets.
- Performance
indicators.
- Monitoring
achievement of targets.
- Organising
work schedules.
IV. Filing
and Retrieval Systems, Mail, Stationery and Supplies,
Standardised
Forms, Telephone Answering etc.:
- Filing of
information.
- Central Filing.
- Departmental
filing.
- Methods of
classification.
- Systems of
filing.
- Electronic
filing.
- Follow-up
systems.
- File
retention policy.
- Computer
data storage and retrieval.
- Answering
the telephone and greeting visitors.
- Planning
for business trips.
V. Business
Correspondence and Formal Report Writing:
- Planning
and producing a report.
- Business
letters.
- Memos.
- E-mail.
VI. Communication
Skills within Office Teams:
- Interpersonal
skills and responsibilities.
- The role
of the Secretary/Administrator.
- Face-to-Face
communication skills.
- Barriers
to communication.
- The
multi-cultural society.
- Non-verbal
communication.
- Listening
skills.
- Questioning.
VII. Internal
and External Customer:
- Working
Relationships.
- Making
Commitments.
- Dealing
with Disagreements and Conflicts.
- Problem
Solving.
VIII. The
Role of Information Technology in
the Office Setting:
- Computers.
- Software
application packages.
- Subject-specific
packages.
- The
Internet explained.
- Information retrieval on the Internet.
- The World
Wide Web.