Clear Vision Consultation and Training

The Senior Secretary Development Program

Audience:

This program is suitable for Administrative Support, Senior Secretaries and Personal Assistants, who seek  to enhance and develop their skills to higher levels of proficiency and professionalism

Objectives:

By the end of the training program, participants will be able to:

·        Understand themselves and others thereby improving interactions and relationships.

·        Prioritize the countless responsibilities they face every day

·        Improve verbal and written communication skills, and be able to write concise and clear correspondence

·        Learn how to be positive and eliminate negativity

·        Know how to get what they want by using effective communication techniques

·        Be able to organize their time and work commitments more effectively

·        Think Positive and be able to deal with different personalities at the workplace

·        Motivate self and others

·        Manage stressful situations effectively

·        Handle telephone calls successfully.

·        Understand customers' requirements and exceed their expectations

·        Work effectively in teams: Become a Team player

Course Outline:

i

Understanding how the role of Senior Secretaries, PA and Administrators contributes to organizational success:

·        Understanding people and organizations

·        Your role in the organization

·        What motivates people? Theory

·        The organizational and Individual goals

·        The Physiological Contract

·        Managing and office Managers

·        Your role, what's between the lines

ii

Managing working relationships, with internal and external customers:

·        The Five keys for better customer service:

§         Reliability

§         Responsiveness

§         Feeling valued

§         Empathy

§         Competence

·        The Do's and Don’ts for telephone skills

·        Telephone courtesy and customer service

·        List the benefits of providing good customer service to both internal and external customers.

·        Identify barriers to providing high quality customer service.

·        Apply techniques for dealing with angry or upset customers - case studies.

iii

Managing Time/Desk Management/Written Communication Skills:

·        Managing interruptions and access

·        Planning and priority setting

·        Office layout and ergonomics

·        Managing the paper-load

·        Getting the best from e-mail and office technology

·        Report and letter writing

·        Setting & developing company writing standards

·        Editing and proof-reading skills

iv

Team Work, Communication & Meetings:

·        Team work  and team roles

·        Briefing skills - giving, receiving and passing on

Of information

·        Organizing and participating in meetings

·        Notes, minutes and follow-up

v

Choosing Self-awareness

·        Understand what each of your colleagues expects from you, and how to manage these expectations

·        Recognize your strengths and how others might see them differently

·        Clarify the Role of Emotional Awareness in the Workplace

·        Discuss the Importance of Choosing a positive, optimistic outlook

·        Knowing yourself – the biggest learning of all