Administrative Skills & Office Management

This intensive administration and office management course is aimed at upskilling clerical staff and office administrators in key areas of role awareness, oral and written communication skills. Other crucial techniques for time and stress management are introduced in this course, with a strong emphasis is placed on practical application and constructive feedback.

Course Objectives
By the end of this course, the leaners will be able to:

• Define and comprehend the role of the office administrator
• Implement communication relevant strategies required for carrying out responsibilities in an effective manner
• List the main causes of stress and apply the techniques essential to control them
• Develop a service attitude and mindset aimed at the internal and external customers
• Apply time management techniques necessary for optimum office productivity
• Handle telephone calls properly and professionally 

Who Should Attend?

• Clerical staff, assistants, office administrators and supervisors of junior-level employees.

Module 1 Key Competencies for Success

• The Gilbert 6 Boxes Model
• Recognising your role
• Current skills, experience and knowledge
• Emotional excellence at work [Activity: Group Discussion & Presentation]

Module 2 Improve Credibility

• Importance of a positive attitude
• Key benefits of being assertiveness
• Selling your ideas to management, colleagues and subordinates [Activity:
• Case study]

Module 3 Self-Management Techniques

• The organisation’s purpose and values
• Where your supporting role fits in
• Your attitude to work
• Your learning styles
• [Activity: Group Discussion & Presentation]

Module 4 Interpersonal Skills

• Understanding personalities
• Managing your relationships
• Handling difficult people
• Dealing with conflict
• Working within a team [Activity: Case study]

Module 5 Office Intelligence

• The ‘competence’ model of skills, behaviours and values
• Personal competence review
• Handling requests and conflicting priorities
• Problem solving and decision making [Activity: Group Discussion]

Day 2
Module 6 Oral and Written Communications

• Common verbal and non-verbal communications at work
• Audience’s expectations
• Achieving your objective with the audience
• Good listening and questioning skills
• Overcoming communication barriers
• Effective email and writing skills
• The style of professional business writing
• Methodology and layout
• [Activity: Group Discussion & Presentation]

Module 7 Meet the Requirements of Key Stakeholders

• Identifying own behaviour
• Managing the interactions
• Identifying the needs of internal and external customers
• Complaint handling [Activity: Case study]

Module 8 Stress Management Techniques

• Symptoms and causes
• Identify personal Stressors
• Create a Comprehensive Stress Management (CSM) Plan [Activity: Survey &
• Discussion]

Module 9 Recognizing and Eliminating Time Wasters

• Setting goals
• Set priorities & manage your workload
• Planning and managing time for self and others
• Mastering time & workflow management skills
• Remove ‘Time Stealers’
• Haste is waste & the ‘hurry sickness’
• Work at an optimum level [Activity: Group Discussion & Presentation]

Module 10 Techniques in Using Telephone

• Professional telephone behaviour
• Rules for good listening
• Managing difficult callers
• Identifying common phone problems and formulating Solutions [Activity:
• Videos & Role play]