Description

Who Should Attend?

Those employees who perform the tasks within a secretarial or administrative position, who want to improve their skills, or those who are new to, or about to be appointed to, such a key administrative position.

About The Program

Successful secretaries and administrators often require many of the same skills as senior staff in an organization. They are often the person in charge of some of the organization’s key correspondence, and also one of the first points of contact for visitors. Therefore, they must display a highly professional image at all times. Being a professional secretary, or administrator, requires: excellent office skills, accurate filing, preparing for meetings, dealing with people, both on the telephone and face-to-face, exceptional interpersonal abilities, and first-class business writing and communication skills. This program covers all of these, and more.

Course Objectives

• To understand the importance of effective administration skills within an organization
• To develop the skills needed to be a highly professional secretary
• To enhance your communication and interpersonal skills, both written and face-to-face
• To manage your time efficiently and be able to think proactively
• To learn how to set up and manage effective filing systems
• To learn how to manage petty cash systems
• To understand how to manage stock and stationery supplies
• To enhance telephone skills and understand correct telephone etiquette
• To understand how to be assertive and build a good rapport with your manager

What You Will Gain

• Practical skills and knowledge to improve the overall administration within your office, or organization
• A clear understanding of what makes a good secretary, or administrator
• The ability to plan and prioritise time and activities
• Effective communication skills to deal successfully with colleagues and customers

Program Content

DAY ONE 

• Your Secretarial And Administrative Role
  > Responsibilities
  > Skills
  > Qualities
• Developing An Appropriate Professional Image
  > Professional Appearance In The Gulf Region
  > Timekeeping And Punctuality
  > Introduction To Office Ethics
• Stress
  > Identifying Stress
  > ‘Stress-Busting Techniques’
  > Activities To Practise ‘Stress-Busting Techniques’
• Communication
  > Body Language, Words, And Tone Of Voice
  > Active Listening
  > Questioning For Clarity
• Effective Written Business Communication
  > Correct Layout Of Letters And Emails
  > Correct Use Of Salutations
  > Basic Business English Punctuation And Grammar
• Telephone Skills
  > How To Deal With Callers Professionally And Effectively
  > Telephone Etiquette
  > The ‘Do’s And ‘Don’ts’ Of Answering The Telephone

DAY TWO

• Saying ‘No’ Constructively And Giving Alternatives
• How To Effectively Handle Your Manager
• Prioritising Tasks
  > Urgency And Importance
  > ‘ABC’ Method
• Managing Your Key Result Areas And Tasks
• Creating Effective Filing Systems
  > Identifying Different Methods Of Filing And Selecting The Best One
  > How To Ensure The Effectiveness Of Your Filing Systems
• Basic Finance
  > Understanding And Managing Petty Cash Systems
• Basic Stock Control And Stationery
  > Managing Stationery Supplies And Stock