|
Module 1: Defining and Developing your Role
|
|
|
What makes an effective administrator
|
|
|
Defining and developing your role
|
|
|
Working towards clear goals
|
|
Module 2: Effective Communication
|
|
|
Overcoming barriers to effective communication
|
|
|
Taking control through positive body language
|
|
|
Verbal: What we say and how we say it
|
|
|
Improving listening skills
|
|
|
Understanding the other person’s perspective
|
|
|
Different interaction and communication styles
|
|
|
Professional telephone skills
|
|
|
Communicating with confidence
|
|
Module 3: Etiquette and Professionalism in the Workplace
|
|
|
Open-plan office etiquette
|
|
|
Cellphone and email etiquette
|
|
|
Meeting etiquette
|
|
|
Confidentiality
|
|
|
Unacceptable behaviour at work
|
|
|
Appropriate office attire and dress codes
|
|
|
Clients, customers and guests
|
|
|
Integrating ethical guidelines in decision-making
|
|
Module 4: Professional Business Writing
|
|
|
Principles for effective written communication
|
|
|
Avoiding common mistakes
|
|
|
Preparation and structure for business letters
|
|
|
Planning and writing emails
|
|
|
Business report writing
|
|
Module 5: Supporting your Manager
|
|
|
How you and your manager can work together to build a team
|
|
|
Balancing the demands of more than one manager
|
|
|
Maximising your contribution to the team / department
|
|
|
Solving problems and making effective decisions
|
|
Module 6: Time Management
|
|
|
Identifying and minimising time wasters
|
|
|
Handling paperwork effectively
|
|
|
Planning and prioritising your work
|
|
|
Managing small projects: creating a work-breakdown-structure
|
|
Module 7: Improving Internal Customer Service
|
|
|
The importance of good customer service
|
|
|
Basic principles for customer service
|
|
|
Identifying internal customers and measuring their satisfaction
|
|
|
Building a good relationship with your internal customers
|
|
|
Solving customer problems successfully
|
|
Module 8: Developing Assertiveness and Self-Confidence
|
|
|
How to become more assertive
|
|
|
Dealing with criticism and confrontation
|
|
|
Giving and receiving constructive feedback
|
|
|
How self-esteem affects confidence and influences behaviour
|
|
|
Moving from negative to positive ways of thinking
|
|
|
Building your self-esteem and confidence
|
|
Module 9: Developing and Improving Key Skills
|
|
|
Saying “no” constructively
|
|
|
Identifying and eliminating procrastination by understanding when and why you procrastinate
|
|
|
Concentrating, thinking, listening and making decisions under pressure
|
|
|
Presenting your views and ideas effectively in meetings and to management
|
|
|
Stress management
|
|
|
Managing your work-life balance
|
