Skills for the Administrative Assistant
COURSE OUTLINE:
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 impressionsâ€
- 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