Skills for the Administrative Assistant

COURSE OUTLINE:

Description To begin, participants will discuss the importance of a first impressions They will explore types of distorted thinking through a case study and large group discussion. We will discuss different forms of communication and barriers to each and two key elements to verbal communication such as asking questions and listening. Next, participants will explore various types of non-verbal communication and their possible interpretations. We will look at how to improve written communications, including using the four C’s, editing, and proofreading. We will cover Self Management, Setting Goals, Working as a Team, Working with Difficult People Learning to Say No, and techniques to De-Stress.

Learning Objectives
This workshop will help participants:
- Understand the importance of professional presence on the job.
- Learn how to self-manage to become more effective and efficient.
- Improve their communications skills, including listening, questioning, and being more assertive.
- Increase their effectiveness in recognizing and managing conflict, and dealing with difficult people.

Course Content


INTRODUCTIONS, LEARNING OBJECTIVES AND AGENDA

PERSONAL BEST, PROFESSIONAL BEST

- discussion on “first impressions”
- how wrong they can be
- how pervasive they are

YOU AND YOUR SELF-ESTEEM

FIRST IMPRESSIONS

WHAT ARE YOUR SUPERVISOR/MANAGER VALUES

- understanding your role in the organization
- organizing your workspace
- planning your work
- prioritize

YOUR ROLE

PLANNING AND PRIORITIZING

WORKING AS A TEAM

- working interdependently as a team

THE TEAM OF TWO

THE OFFICE TEAM

TAKING CONTROL OF COMMUNICATION

- improving communication in ones organization

BARRIERS TO COMMUNICATION

QUESTIONING TECHNIQUES

PROBING

ACTIVE LISTENING

- active listening techniques

NON-VERBAL COMMUNICATION

- different ways one’s body language can be interpreted

THE WRITTEN WORD

- key elements of good written communication

THE FOUR C’S OF COMMUNICATION

PUNCTUATION POINTERS

COMMA FAULTS

SPELLING

PROOFREADING

RECONNECT

DEALING WITH DIFFICULT PEOPLE

DEALING WITH CRITICISM

MANAGING OTHER PEOPLE’S ANGER

- warning signs and ways to deal with the anger

CONNECTING WITH PEOPLE

- The six steps suggested by Dale Carnegie

PROBLEM-SOLVING IN THE WORKPLACE

- The six steps to problem-solving

STRESS OPTIONS YOU CAN USE RIGHT NOW

REVIEW

PERSONAL ACTION PLAN

EVALUATION

SUGGESTED READING LIST