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Advanced Office Manager

Course Aim

Senior Support personnel are essential members of the management team and require high-level skills of both self-management and team management to ensure the achievement of organisational objectives. In stature, they often make decisions and carry the responsibilities of their high-level managers, when they are not available. Therefore, a high degree of professionalism must be displayed at all times within this role.

This seminar highlights the importance of this role within any company and increases the management skills to the highest level to ensure the success of their manager and of the business as a whole.

Delegates will be equipped with detailed set of instruments enabling them to prepare for and handle their duties successfully, confidently and professionally.

Course Objectives

By the end of this course the delegates will be able to:

  • List the qualities and skills requires for the role
  • Explain the key actions to effective delegation
  • Describe how to get the best from a team
  • Display high quality interpersonal skills
  • List the key actions to plan and manage all activities
  • Identify and control time wasters
  • Describe how to use the main tools used by an Executive Secretary effectively and develop more efficient systems
  • Explain how to solve problems and think creatively
  • Develop personal techniques for managing stress and handling difficult situations

Course Content

Course content includes:

THE ROLE OF THE EXECUTIVE SECRETARY/PERSONAL ASSISTANT

  • Identifying roles and responsibilities
  • Qualities of the Executive Secretary/PA
  • Skills, knowledge and attitude
  • Professional behavior
  • The structure of the management team
  • Thinking 'Outside the Box' and taking the initiative

INRODUCING EMOTIONAL INTELLEGENCE

  • Define emotional intelligence
  • Discuss the importance of the five components of emotional intelligence
  • Emotional intelligence and team working
  • How emotionally intelligent are you?

EFFECTIVE INTERPERSONAL SKILLS AND CUSTOMER SERVICE

  • Questioning and listening skills
  • Body language
  • Communicating with the managers
  • Team communications
  • Communicating with customers
  • Handling complaints and difficult customers

EFFECTIVE TIME PLANNING

  • Identifying and controlling time wasters
  • Setting goals and priorities
  • Managing interruptions
  • Planning and managing meetings
  • Time trap video
  • Personal drivers and how they influence time management
  • Learn and practice the basics of project planning
  • Pareto principal
  • Demonstrate synergistic decision-making
  • Delegation

THE EXECUTIVE SECTRETARY'S TOOLKIT

  • Note taking
  • Letters, faxes, memos and emails
  • Filing systems - improving effectiveness
  • Managing paperwork
  • Managing diaries - appointments and meetings

ASSERTIVENESS

  • The role of ssertiveness
  • Explain the differences among assertive, aggressive and non-assertive communication
  • Avoid being manipulated by others
  • Turn all criticism into a gift by reducing defensiveness
  • Understand the key components of self-confidence
  • Increasing your confidence both vocally and physically using assertion
  • List specific actions you can take in each area to establish and maintain your self-confidence

PROFESSIONALISM UNDER FIRE - PUTTING IT INTO PRACTICE

  • Creative thinking and problem solving
  • Self motivation techniques
  • Stress management techniques
  • Confidence building
  • Action plan for self development

 

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