Office Administration

The Office Manager’s Roles and Responsibilities

• Identify your role as Manager and what your company requires of you

• Understanding the Administrator/Process Manager role

• The People/HR Manager Role

• The Project Manager Role

What does it mean to be an Office Administrator?

• Diversity in the Workplace

  • Principles of Diversity

• Understanding the 4 Personality Types

  • DISC profiles help you and your team:

  • More about DISC

  • DISC Questionnaire

• Assertiveness

  • My Current Assertiveness Behaviour

  • What is Assertiveness?

  • A few of the benefits of acting assertively;

  • Passive Behaviour

  • Aggressive Behaviour

  • Passive-Aggressive Behaviour

  • Assertive Behaviour

  • My Assertiveness Rights

  • Assertive people tend to have the following characteristics

  • Learning to be more assertive

  • Assertiveness Techniques

Essential Communication Skills

• Effective Listening Techniques

  • Keys to Effective Listening

  • Barriers to Effective Listening

  • Effective Verbal Communication Skills

    • Barriers to Effective Communication

    • Building Empathy

    • Transactional Analysis

    • Questioning Techniques

    • Probing Techniques

    • Negotiation Techniques

    • Dealing with angry staff members

    • Tips for Dealing with your own anger

    • Defusing Conflict with staff members

Telephone Skills

• Core Contact Centre Principles

• Building Rapport

• Telephone Management Skills

• Telephone Etiquette

• What you say and what it means

• The Greeting

• Transferring calls and taking messages

Professional Documents

• Business Writing 101

• The 5 C’s of Business Writing

• Email Etiquette

• Report Writing

• Taking Minutes of Meetings

• Writing Comprehensive Agenda’s

Managing your Organizational Skills

• Plan and Organize well

• Develop filing systems

• Using electronic filing systems

• Scheduling and Roster Management tools

• Effective organizational tools

• Master the Art of Delegation

• Time Management, Planning and Prioritizing

• The Action Priority Matrix

Sourcing Quality Suppliers

• Controlling and evaluating ordering and distribution of office resources

• Evaluating supplier offerings

• Clarifying supplier performance contracts

• Monitoring supplier performance against SLA

• Building strong relationships with suppliers