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Who should attend?

• Personal Assistants
• Executive Assistants
• Secretaries
• Project Assistants
• Administrative Assistants
• Receptionists

Course Outline:

Your role and impact in the organisation -  how to ensure you understand your job requirements and identify areas where you can add value

• Understand the importance of your role in the organisation
• How does my role add value to the organisation?
• Define areas of responsibility
• Determine the critical success factors to fulfil your roles

Self-Management to improve your skills

• Personal branding
• Building your personal power to work smarter
• How to market yourself and increase your visibility
• Business Etiquette
• Tips for being assertive

Effective Communication Skills

• Defining communication
• Different forms of communication
• Barriers to effective communication
• Body language and communication
• Communication ethics and value in the organisation
• Understanding reporting levels and lines of authority
• Active listening and effective feedback skills
• Communication tips

Organisational Skills and Management

Time Management

• Analyse your time wasters and robbers
• Implementing processes, habits and systems to manage your time and optimise your effectiveness
• Efficiency vs. Effectiveness
• Barriers to effective time management and how to overcome them
• Using the Yohari window principle to manage yourself and others

Change Management

• What is change?
• The change process and its implications
• Dealing with the effects of change in the work environment
• Tips to making major life changes

Conflict and stress management

• Explaining the concept of emotional intelligence
• Reviewing the impact of stress and coping with it, including self-assessment
• Resolving conflicts: Understanding the procedures and following them
• Avoiding conflict and converting potentially negative situations into positive ones