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Schulich Executive Learning Centre

Extraordinary Administrative Support

Nov 25—26
2 days
Toronto, Ontario, Canada
CAD 2650 ≈USD 2009
CAD 1325 per day
Apr 23—24, 2020
2 days
Toronto, Ontario, Canada
CAD 2650 ≈USD 2009
CAD 1325 per day

How it works


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This practical, two-day program is designed for professionals who provide administrative support, including supervisors, co-ordinators, assistants and associates who are responsible for ensuring smooth, day-to-day business operations.

The course first identifies the critical support functions that 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.

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

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

Course content details

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


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...


Detailed Description
Detailed Description

Next dates

Nov 25—26
2 days
Toronto, Ontario, Canada
CAD 2650 ≈USD 2009
CAD 1325 per day
Apr 23—24, 2020
2 days
Toronto, Ontario, Canada
CAD 2650 ≈USD 2009
CAD 1325 per day

How it works

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