Who Should Attend:

• Personal Assistants
• Executive Secretaries
• Administration Staff

Course Content

• Knowing myself
• Understanding people
• Data, Information, Knowledge
• Values, Attitude and Beliefs

• The purpose and methods for communicating
• Kinds of Communication – Verbal and Non-verbal
• Listening skills
• Effective communication skills
• Business communication
• Professional speech / choice of words

• Intelligent Emails
• Reports
• Minutes of meetings
• Meeting Management – dates management
• Taking Minutes of Meeting

• E.A.T Technique in Complaint Handling
• A.L.M Technique in Conflict Management
• Negotiation Skills

• Simple systems and routines
• Plan your work
• Routines/procedures, checklists
• Be professional/confident
• Time Management
• Prioritization
• Behavioral Management – Assertiveness

• Understanding a diary
• Manual Filing systems

• Why do we file documents
• What do we file
• How do we organize files
• Labeling each file
• The filing index
• Filing Rules

• Electronic Filing
• outlook
• My documents
• Scanning documents
• Searching for documents
• Alphabetical filing

• Archiving
• Security
• Filing systems
• Indexing

• Administrative systems for organizations
• Develop efficient administrative systems

• Define what constitutes a project
• Your role in a project and how you can maximise the admin support you provide
• Systems and documents used to manage a project
• Your central communication role – keeping the project manager and project participants informed about deadlines

• Systems and procedures for keeping information confidential
• Keeping documents secure
• Security breaches

• Professional dress
• Speaking professionally
• Professional behaviour
• Business Ethics

• Managing your boss
• Routines for the beginning of the day
• Routines for the end of the day