Administrative Skills

Course Objectives:

By the end of the session, delegates will have;

•    Identified the administrative function with in their job role
•    Identified their own area of personal development need
•    Increased their confidence in writing business correspondence
•    Developed their skills in planning and prioritising
•    Identified what the internal/external customer expects
•    Practised listening/questioning and communication skills
•    Developed a personal action plan

Course Content:

•    Course Introduction
•    Delegate Introduction
•    Your Role
      -    Expectations, demands, constraints and opportunities, Administrative duties eg filing
•    Business Writing Skills
      -    Understanding the readers requirements
      -    The structure of an effective Letter/Report
      -    Preparing and producing effective business correspondence
•    Managing Priorities
      -    Planning and priority setting
      -    Time setting
      -    Time stealers
      -    Delegation
      -    Saying no
•    Telephone Skills
      -    Internal/External customer
      -    What does the customer need/expect?
      -    Receiving and making calls
      -    Dealing with problems – ownership
•    Effective Communication
      -    Principals of communication
      -    Influencing styles
      -    Listening and questioning skills
•    Develop a Personal Action Plan

Duration:   One Day