The Professional Executive Secretary, PA & Administrator
Course Code: SPA-110
Course Duration: 3 days
Course Objective(s):
This course is designed to teach secretaries and other support staff the necessary skills to be effective in their support role. It will also assist them to understand the needs of their managers. Secretaries and support staff play a vital role in communicating the organization’s image to its external clients. This course will train your staff to be proactive and efficient and to project a professional image for your organization, which will create lasting, excellent first impressions.
Expected Accomplishment(s):
- Understanding of the Organizational Structure
- Attributes of Secretaries and Support Staff
- Self Presentation – appearance, personal care, appropriate dress code
- Communication and Interpersonal Skills
- Planning and Prioritizing
- Time & Diary Management
- Telephone Skills in a Business Environment
- Customer Service
- General Office functions and systems
- Handling Conflict in the workplace
- Learning to be assertive
Prerequisite(s):
Secretaries Receptionists Administrative Support Staff Management Assistants
Prerequisite(s):
None
Course utline:
Unit One
- Personal Appearance and Behavior
- Appearance
- Posture
- Healthy habits
- Office wear
- Voice projection
- Friendliness
- Helpfulness
- Loyalty
- Adaptability
- Good Manners and Etiquette
- Punctuality
- Initiative
- Tact
- Accuracy
- Attentiveness
- Assertiveness
Unit Two
- Interpersonal Skills and Communication
- Communicating verbally and non-verbally
- Communication and relationships
- Barriers to communication\
- Body language and communication
- Listening skills
- Interpersonal skills with your manager and colleagues
- Communicating on the telephone
Unit Three
- Customer Service
- Understanding Service Excellence
- Understanding how others see you
- Reception and visitors
- Displaying a service culture
- Customer expectations
Unit Four
- Time Management and Diarizing
- Organizing your time
- Procrastination and what to do about it
- Using your time management system
- Using body language
- Desk organization
- How to diarize effectively
- Planning and prioritizing
Unit Five
- Implementing systems
- How to plan systems
- How to implement systems
- Effective filing methods
- Itinerary systems
