Objectives:

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

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

The Course Outlines

The Role of the Office Manager/Senior Administrator

• Perception Versus Reality
• Competencies Required for Success

Effective Communication Skills

• Improving Credibility and Gaining Recognition
• Speaking and Listening
• Being Assertive
• Selling Your Ideas to the Boss, Colleagues, Subordinates and Clients

Written Communication

• Style
• Layout
• Clear Writing
• Proof Reading

Controlling Stress

• Symptoms
• Causes
• Solutions

   Serving the Internal and External Customer

• Understanding the Needs of Internal and External Customers
• Having the Right Attitude
• Providing Excellent Service
• Handling Complaints

Organizing Meetings

• Preparing the Agenda
• Taking Minutes

Managing Time

• Identifying and Eliminating Time Wasters
• Setting Goals and Priorities
• Planning and Managing Time for Self and Others

Using the Telephone Properly

• Professional Telephone Behavior
• Rules for Good Listening
• Making Appointments