The Certified Executive Secretaries and PA’s Training
This ICL training course will help increase your motivation and confidence through understanding of principles and best practices of successful office management.
Description
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 behaviors. 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.
Course Objectives
By the end of this online training course, you 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 analyze financial statements as well as grasp the basic fundamentals of finance and accounting
How will this Training Course be Presented?
The programme is delivered as a blended learning solution consisting of Online components of self-directed learning supplemented by virtual classroom based lectures and workshops. An Online group collaboration portal has been established enabling delegates to post and respond to questions posed by facilitators and peers.
Who is this Training Course for?
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
The Course Content
Module One [Week 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 [Week 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 [Week 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 [Week 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 [Week 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 [Week 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 [Week 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 analyzing 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.