ICTD International Centre for Training and Development

Managerial Skills for Office Managers & Executive Secretarial Excellence

Available dates

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About the course

Every business and organization requires office administration. This function includes day-to-day activities related to financial planning, billing and record keeping, personnel, physical distribution and logistics. Courses here help your admin staff, your PA staff and your secretarial teams.

Course Objectives

By the end of the program, participants will be able to:

  • Define and understand the role of the office manager/administrator.
  • Implement communication strategies needed for carrying out responsibilities in an effective manner.
  • List the main causes of stress and apply the techniques needed to control them.
  • Organize meetings effectively.
  • Develop a service attitude and mindset aimed at the internal and external customer.
  • Apply time management techniques required for better office productivity.
  • Handle telephone calls properly and professionally.

Course Outline

The Role of the Office Manager/Administrator

  • Perception versus Reality
  • Competencies Required for Success
  • What it Takes to Be a “Star” at Work
  • Identifying Your Role

Effective Communication Skills

  • Improving Credibility and Gaining Recognition
  • Importance of Having Positive Attitude
  • Being Assertive
  • Selling your Ideas to the Boss, Colleagues, Subordinates and Clients
  • Preparing a Professional Presentation

Written Communication

  • What Constitutes Professional Business Writing
  • Style and Layout
  • Obtaining your Objective with the Reader
  • Reader’s Expectations

Serving the Internal and External Customer

  • Understanding the Needs of Internal and External Customers
  • Removing Services Barriers
  • Providing Excellent Service
  • Handling Complaints

Stress Management Techniques

  • Causes and Symptoms
  • Identifying your Stressors
  • Formulating a Comprehensive Stress Management Plan

Managing Time

  • Identifying and Eliminating Time Wasters
  • Setting Goals and Priorities
  • Using Measures to Control and Improve your Effectiveness
  • Planning and Managing Time for Self and Others
  • Preparing Time Logs and Learning from Them

Organizing Meetings

  • Elements of an Effective Meeting
  • Preparing the Agenda
  • Taking Minutes of Meetings

Using the Telephone Properly

  • Professional Telephone Behavior
  • Rules for Good Listening
  • Dealing with Difficult Callers
  • Identifying Common Phone Problems and Formulating Solutions

Course Methodology

A variety of methodologies will be used during the course that includes:

  • (30%) Based on Case Studies
  • (30%) Techniques
  • (30%) Role Play
  • (10%) Concepts
  • Pre-test and Post-test
  • Variety of Learning Methods
  • Lectures
  • Case Studies and Self Questionaires
  • Group Work
  • Discussion
  • Presentation

Who should attend

Administrators, assistants, executive secretaries, existing or prospective office managers/senior administrators and supervisors of junior-level employees.

Course reviews

Downloadable files