Professional Office Administration

Your Role and Impact In The Organisation – How To Ensure You Understand Your Job Requirements and Identify Areas Where You Can Add Value

• Understand the Importance of Your Role in the Organisation
• What Does It Mean To Be an Office Administrator?
• How Does My Role Add Value to the Organisation?
• Practically Workshop With The Delegates How To Include And Use The Vision, Mission And Values Of The Organisation In Their Daily Functions.
• Define Areas of Responsibility and Accountability
• Determine the Critical Success Factors to Fulfil Your Roles

Effective Business Communication

• Defining Professional Communication Strategies
• Understanding and Using the Powerful Theory of Transactional Analysis to Be Smart With People
• Barriers to Effective Business Communication
• Body Language for Effective Business Communication
• Communication Incorporating Ethics and Values of the Organisation
• Understanding Reporting Levels And Lines Of Authority Through Defining Responsibility, Accountability, Delegation And Consulting (RACI)
• Active Listening Skills Defined and Practised
• Introduction to Modern Business Writing Skills
• Understand Your Audience and Your Reason for Writing
• How to Stress Benefits Not Features
• How to Begin and End Business Writing
• The Magic of 5 W’s And 1 H
• Understand and Implement Proper E-Mail Etiquette
• Electronic Etiquette Tips
• Basic Report Writing Techniques

(Delegates Will Be Requested To Bring Copies Of Recent E-Mails, Business Reports And Letters To The Training Session For These To Be Discussed, Evaluated And If Needed Improved Upon Based On The Learnings From This Session)

Managing Projects and Suppliers

• What Is a Project?
• Why Is Project Management Important for Office Administrators
• Understanding the Nature of Projects
• Project Management and Administration Competencies
• Using Critical Thinking for Problem Identification and Problem Solving
• Obstacles to Successful Projects and How to Overcome Them
• Effective Negotiation Tips to Deal with Suppliers
• How to Manage Office Documentation Efficiently

Organisational Skills and Time Management

• How to Manage the Modern Office
• Effective Workstation Management to Increase Personal Efficiency
• Basic Principles of Time Management
• Benefits of Time Management
• Analyse Your Time Wasters
• Implementing Processes, Habits and Systems to Manage Your Time and Optimise Your Effectiveness Including Managing a “To-Do” List
• Understanding the Difference between Effective, Efficient and Perfect
• Barriers to Effective Time Management and How to Overcome Them
• Using the Johari Window Principles to Manage Yourself and Others
• Learn How to Prioritise
• Learn How to Delegate and Say “No”

Building Relationship with Colleagues, Customers and Suppliers

• Practical Confidence and Assertiveness Skills to Deal with Difficult Situations
• How to Work For More Than One Person
• Steps to Have a Successful Difficult Conversation
• Conflict Management, How To Recognise and Deal Positively With Conflict
• How to Manage an Angry Client
• The Dynamics of Cultural Diversity
• Dealing with Change and Transformation
• Managing Stress and Energy to Ensure Balance
• Breaking Old Patterns and Developing New Mind-Sets Using the Principles of the 7 Habits of Highly Effective People ©
• Dress for Success

Self-Assessment Exercises