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This ICL training course will help increase your motivation and confidence through understanding of principles and best practices of successful office management.
To manage an office effectively you need to first manage yourself, and then manage your time, tasks, and others in order to achieve maximum success. This ICL training course will help increase your motivation and confidence through understanding of principles and best practices of successful office management.
It is designed to provide office administrators, supervisors of clerical and administrative staff,
executive secretaries and personal assistants the opportunity to review and develop the interpersonal and professional skills they need to do their jobs effectively – thereby contributing to their own, their boss’ and their organisation’s success.
You will learn to prioritize, plan, and solve problems not just to get your work done on time, but to have continuous improvement in productivity. You will learn to communicate more confidently in public, meetings, and with all levels of staff, including managing difficult behaviours. Finally, you will gain self-management skills which will help you to cope with stress, keep a ‘can do’ positive attitude, and enjoy your job each day no matter what the challenges are.
By attending this ICL training course, delegates will be able to:
Communicate effectively
Manage time for themselves and others
Improve written communications
Manage and present information
Prioritize and cope with multiple tasks without missing deadlines
Manage paperwork, diaries, meetings, presentations and phones more effectively
Manage personal emotions and stress
Understanding records and effective filing systems
Understanding business ethics & office etiquette
Understand and analyse financial statements as well as grasp the basic fundamentals of finance and accounting
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This online training course is suitable to a wide range of professionals but will greatly benefit:
Executive Secretaries
Personal Assistants
Office Managers and Team Leaders
Administrative Assistants and Co-coordinators
Business Support Executives
Any individual working in the office support field
Module One [Day 1]: Minutes Taking and Report Writing Skills
An Introduction to Meeting Matters
Agendas
Meeting Procedure
The Purpose of Minutes of Meetings
Preparing to Take Minutes
Report writing
Different types of reports: Information, Research and Field
Structuring a report
Contents
Layout
Understanding the implications of a poorly-written report
Ensuring clarity and correctness at all times
Focusing on the objective of the report
Adapting the style of the communication to the reader’s needs
Module Two [Day 2]: Time and Task Management
Setting your Foundation – Organizing your Time, Tasks and Office Systems
Achieving Results through Planning, Prioritizing and Delegation
Task prioritization
Time and task management apps
Managing interruptions
Working with others to Achieve Results
Overcoming challenges in Time, Task, Work Planning Effectiveness
Dealing with email
Module Two [Day 2]: Customer Service
Introduction to Customer Service – 21st Century Challenges
Good vs. Poor Service
Who is my Customer?
Customer Satisfaction
Wow! Service – Going the Extra Mile
Dealing with Customer Complaints
Measuring Customer Service
Courtesy
Communication Skills – a Vital Tool for Excellent Customer Service
Understanding and Communicating with your customer
Module Three [Day 3]: Effective Communication and Presentation Skills
The four pillars of effective communication
Identifying preferred communication styles
Handling difficult conversations
Identifying the win-win mind-set and understanding its importance
for assertiveness
Designing a professional presentation
Delivering a presentation that has impact
Overcoming anxiety when presenting
Powerful communication skills
Module Three [Day 3]: Protocol, Etiquette and Emotional Intelligence
Principles of business etiquette and protocol
Personal and professional conduct
Planning and hosting VIP occasions
Proper communication etiquette
Variations in protocol and etiquette
Emotional intelligence
Stress Management and Wellness
Module Four [Day 4]: Basic Filing and Records Management
Introduction to FRM
Filing Systems and Classifications
Files and Records Control
Records Detention and Disposal
Filing Equipment and Layout
5S Practices in the Office
Module 5 [Day 5]: Basic Finance & Budgeting for Non-Financial Professionals
Introduction to corporate finance
Budgeting and forecasting techniques
Financial statements, taxes and cash flow management
Identify the different categories of cost accounts for budgeting and tracking spending.
Understanding and analysing financial statements.
Completing basic cash and capital budgeting.
Solidify your grasp of finance fundamentals: amount, timing, revenues & profits.
Interpret data on financial reports and how these reports impact each other