Who Should Attend?
This course is suitable for anyone responsible for the planning and organizing of an office environment, and / or a team of people, e.g. office managers or executive assistants. The programme will provide new skills and develop confidence to be able to run a smoother operation, and manage a diverse team.
Course Objectives
- To understand the roles and responsibilities of an Office Manager
- To understand the function of an Office Manager as a leader
- To understand the challenges of leadership and determine your own leadership style
- To understand the different personalities within the team and how to motivate them
- To examine recruitment procedures to identify the competencies required for particular positions within the organization
- To ensure the smooth running of the office at all times
- To be aware of, and deal with, health & safety, and environmental issues at work
- To understand the importance of effective office policies and procedures
- To identify the most effective document management system, and adapt this to your business needs
- To learn to manage time more effectively, using planning and organizing skills and delegation
- To enhance communication skills in a multicultural workplace
- To develop and use effective assertiveness skills
- To learn how to deal with difficult people, manage upwards, and manage your manager
Programme Content
DAY ONE
- Your Role And Responsibilities As An Office Manager
- Competencies Of An Office Manager
- The Office Manager As A Leader
> Organizational And Office Ethics
> Your Personal Ethics
> Ethical Decision-Making Case Study
Understanding Cultural Differences
- Understanding Different Personalities And How To Communicate With, Motivate, And Empower Them
- Examining Company Structures And Organizational Charts
- Recruitment And Selection
> Job Descriptions
> Competencies Required For Individual Positions
> Interviewing Techniques
DAY TWO
- Office Administration
> Office Layout
> Health And Safety
> Ensuring Smooth Office Operations
> Dealing With Paper Flow
- Document Management Systems
- Policies And Procedures
> Why They Are Important And How To Communicate Them Effectively
> How To Write Them
- The Planning Process
- Setting Objectives
- Brainstorming And Mind Mapping
- Time Management
> Using Technology In Time Management
- Prioritising Tasks By ‘Urgency’ And ‘Importance’
- Identifying Time-Wasters
- Dealing With Interruptions
- Delegation Techniques
> The ‘Willing And Able’ Table
> Checklist For Effective Delegation
DAY THREE
- Communication
- How And Why Do We Communicate?
- Email Etiquette
- Non-Verbal Communication
- Barriers To Communication And Overcoming Them
- Gaining Attention And ‘Connecting With People’
- Listening Skills
- Understanding Assertiveness Techniques
> Using And Evaluating Different Techniques
- Dealing With Difficult People And Challenging Situations
> Role-Plays And Case Studies To Demonstrate, Practise, Evaluate, And Assess Your Overall Effectiveness And Areas To Improve
- Managing Conflict Effectively
- Managing Upwards