Schulich Executive Learning Centre

Extraordinary Administrative Support

Available dates

Apr 23—24, 2020
2 days
Toronto, Ontario, Canada
CAD 2650 ≈USD 2074
CAD 1325 per day
Oct 5—6, 2020
2 days
Toronto, Ontario, Canada
CAD 2650 ≈USD 2074
CAD 1325 per day


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About the course

This program will pay tremendous dividends to both participants and the managers or directors they report to.

It is a practical, two-day administrative support training and development program that identifies the critical support functions assistants and administrators provide and then engages in extensive skill-building in a variety of areas, ranging from communications techniques to collaboration to productivity tools and problem-solving.

What You Will Learn

  • Adapt your communications style to build more productive relationships with managers, colleagues, employees and other internal and external customers
  • Work smarter using creative thinking, problem solving and time management approaches
  • Practice assertiveness techniques in routine and challenging situations with team members
  • Convey your message in conversations and meetings with more focus and confidence
  • Productivity strategies that you can use every day
  • Communications skills training, interpersonal techniques, and effective listening skills
  • Overcoming barriers to performance
  • Become more flexible with diverse styles in team situations
  • How to manage your stress responses to avoid burnout

Working Materials

  • Receive an extensive interpersonal skills guide for how to interact with and adapt to different styles more effectively
  • Acquire access to an extensive reference material section
  • Practise new techniques with the assistance of role-plays, group work, individual exercises and audio/visuals


Interpersonal Skills: Dealing Effectively with Different People

  • The four people styles: tendencies and communication tips
  • Evaluating your team skills and abilities
  • How to establish a strong working partnership with your boss, senior management and others you support

Learning to Listen Effectively

  • Guidelines for listening critically and empathetically to diverse styles
  • Tips for enhancing your listening skills with diverse audiences

Assertiveness, Communications and Problem-Solving Techniques

  • Assertiveness principles for more effective communication
  • Techniques for influencing others with more clarity and diplomacy
  • Evaluating new ways to increase your communication effectiveness
  • Conveying messages assertively in tense and conflict situations
  • The EPM technique for saying “no”

Productivity Management Principles

  • Demands on your time: your personal checklist
  • How to cope with constant interruptions
  • Charts for effective time planning
  • Prioritizing your time while supporting others

Controlling Workplace Stress

  • Defining stress, identifying your worst stressors and determining your current stress level
  • “Good” and “bad” stress
  • Balancing your stress: ten stress-free tips

Conflict Management with Difficult People

  • Tips for managing your “trigger” responses to challenging people, including those that are aggressive, non-assertive and passive-aggressive

Communicating Effectively in All Business Situations

  • Setting and managing expectations more proactively
  • Communicating upwards with more impact when informing and persuading
  • Tips for communications clarity
  • Tips for using positive language

Your Career Development

  • Distinguishing between responsibility, authority and accountability
  • Assessing your true career skills
  • Preparing your own personal development action plan:
    • Setting goals and deadlines
    • Applying your learning back at the office

Who should attend

Anyone who serves in a key administrative role, including:

  • Office assistants, office administrators and support managers
  • Public sector administrators and administrative assistants
  • Executive and personal assistants
  • Administrative and project coordinators
  • Administrative supervisors
  • Customer service administrators

Trust the experts

Gail Levitt

Biography Gail is one of Canada’s most experienced negotiators and professional instructors in the field of business negotiating and innovative negotiated solutions. She is a Harvard University trained specialist in both collaborative and competitive bargaining methods, and facilitates negotiati...


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