Course Details
Course Outline
5 days course
Programme Introduction/ Roles, Competencies and Personal Effectiveness
- Programme introduction and objectives
- Action planning
- The ‘competence’ model of skills, behaviours and values
- Emotional and Chronistic Intelligence
- Personal competence review
- Time management constraints – resources, systems, other people and self
- Handling requests and conflicting priorities
Managing Working Relationships /Communication Skills/Supervising Admin Staff
- Coaching and training colleagues and staff – skills of on-job training.
- Communication and listening skills – lessons from NLP.
- Developing a network of working relationships – influencing skills.
- People problems and stubborn employees.
- Building rapport.
- Criticism skills.
- Assertiveness and conflict.
- Practical motivation.
Team Working, Communication and Meetings
- Team working and team roles.
- Briefing skills – giving, receiving and passing on.
- Organising, and participating in, meetings.
- Notes, minutes and follow-up.
Managing Time/Desk Management and Office Technology/Writing Skills
- Planning and priority setting.
- Office layout and ergonomics.
- Managing the paper-load and developing paperless systems.
- Getting the best from office technology.
- Letter writing.
- E-mail efficiency and etiquette.
- Writing and editing reports.
- Proof-reading skills.
- Writing & designing presentation slides.
- Setting up/developing writing layout and style guidelines for the organisation
Handling Information & Budgets/Improving Customer Service and Systems
- Standards of information management – scheduling, filtering and digesting.
- Interpreting & presenting statistical information.
- Designing & using graphs.
- Developing customer service and systems – continuous improvement.
- Designing surveys, presenting findings and interpreting meaning.
- Fundamentals concepts of financial management.
- Monitoring budgets and variance.
- Action planning.
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