Office Management

Outline:

Part 1: Roles and Responsibilities

• What Is Your Role?

• What Are Your Responsibilities?

• What Is Your Work Vision?

• Becoming an Effective Planner

• A System of Plans

• Goal Setting

• Keep the Work Flowing

• Time Management = Productive Work Habits

• Watch Out for Time Crime

Part 2: Setting Office Guidelines and Procedures

• Effective Guidelines and Procedures for the Office

• Required Bulletin Board Notices

• Office Expense Accounts

• Dress Code

• Attendance

• Work Rules

• Preventing Sexual Harassment

Part 3: Staffing the Office

• Key Responsibilities in Staffing

• EEO Guidelines for Office Managers

• Promoting Diversity to Improve Morale and Productivity

• Writing Job Descriptions

• Interviewing Potential Employees

• Effective Employee Orientation

• Steps for On-the-Job Training

• Coaching and Counselling

• Improving Productivity

• Evaluating Employee Performance

• Eight Steps for More Effective Performance Appraisals

• Appraisal Pitfalls to Avoid

• Discussing Unsatisfactory Performance

• Handling Poor Performance

• Terminating Employees

Part 4: Your Leadership Effectiveness

• Communicating for Results

• Listening Actively

• Listening Tips

• Communication Tips

• Giving and Receiving Feedback

• Making the Most of Phone Conversations

• Building Successful Teams

• Conducting Effective Meetings

• Decision Making and Leadership

• Creating Win-Win Negotiations

• Managing Conflict in the Workplace

• Dealing with Difficult People

• Managing Change

Part 5: The Importance of Good Customer Relations

• Everybody Is a Customer

• Understanding Customer Needs

• Creating a Customer-First Environment

• Complaint-Solving Model