Secretarial and Administration

Introduction

This program is designed for:

Executive and personal secretaries, personal assistants, senior clerks, senior administrators and others with the potential to become office managers.

Objectives

• Practice advanced administration techniques to effectively run the office of a senior manager.
• Build an excellent relationship with the manager and maximize productivity.
• Acquire modern concepts and strategies related to the job in order to carry out responsibilities with a high degree of competence.
• Apply professional business-writing techniques in e-mails.
• List the main causes of stress and prepare an action plan to keep it under control.
• Prepare and organize a professional meeting, write its agenda and take minutes accurately.
• Demonstrate professional skills in communicating with the internal/external public in an effective manner.

Content

Progressive Role of the Executive Assistant/PA

• Developing and Broadening your Role
• Expanding Yourself: Going Beyond Expectations
• Widening the Managerial Aspects of your Role
• Competencies of the Modern PA
• Better Management of your Work Flow

Optimizing the Relationship with the Boss

• Establishing Common Objectives/Priorities
• Knowing and Synchronizing Expectations
• Building and Managing the Relationship
• Maximizing your Value Relative to the Boss
• Partnering with the Boss

Effective Interpersonal Communication

• BuildingExcellent Relationships with Colleagues
• Dealing with Difficult Personalities
• DevelopingSelf-Confidence and Assertiveness
• Presenting your Ideas and Influencing Others
• Negotiating Win-Win Outcomes
• Perceptions, Attitudes and Beliefs

Professional Business Writing

• Crucial Elements for Excellent Writing
• Writing Professional Emails
• Email Etiquette

Controlling Stress

• UnderstandingStress
• What Happens When you are Under Stress: The Symptoms
• Identifying Actual Causes of Stress
• Action-Planning to Keep Stress Under Control
• Time-Management Preventive Measures

Organizing Professional Meetings

• Planning for the Meeting
• Preparing the Agenda
• Techniques for Writing the Minutes
• Improving the Effectiveness of your Meetings
• Actions to Take After your Meetings

Dealing with Visitors and Improving Customer Service

• Different Techniques for Screening Visitors
• Servicing Internal and External Customers
• Handling Complaints Professionally
• Making your Department Customer-Friendly