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.
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
Programme 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