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Introduction
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Top Qualities of a Great Office Administrator
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Module 1: Business Ethics
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Understanding Business Ethics in Three Parts
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Why is Professional Ethics in Business so Important
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Business Ethics Principles
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Communicating with Integrity
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Confidentiality
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Corporate Code of Conduct
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Module 2: Emotional Intelligence
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What is Emotional Intelligence?
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How to Test your EQ (Self-Assessment)
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Skill #1: Self-Awareness
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Skill #2: Self-Management
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Skill #3: Developing Empathy
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Skill #4: Developing Social Awareness
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Emotional Intelligence in the Workplace
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Signs of Healthy Emotional Development
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Module 3: Effective Communication and Interpersonal Skills
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Overcoming Barriers to Effective Communication
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Identifying and Using Different Interaction Styles
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Understanding the Other Person’s Perspective
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Impression Management: Body Language and Voice Tone
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Improving Listening Skills
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Giving and Receiving Constructive Feedback
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Saying “No” Constructively
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Conflict Resolution Strategies
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How to Become more Assertive
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Communicating with Clarity and Precision
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Call Answering Techniques
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Telephone Etiquette
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Presenting your Views and Ideas Effectively in Meetings and to Management
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Module 4: Time Management
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What is Time Management?
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The Importance of Time Management
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Top Baseline Time Management Skills (Must-Have)
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Time Management Strategies (Best-Practice Theories)
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Balancing the Demands of More than One Manager
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How to Create an Effective Time Management Environment
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Module 5: Stress Management
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What is Stress?
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Symptoms, Causes and Types of Stress
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The Mind-Body-Connection
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Managing Work Stress and Avoiding Burnout
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Achieving Work-Life Balance
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Module 6: Professional Business Writing
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Challenges of Good Writing
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Determining Style
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Paragraphs and Sentences
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Using Appropriate Words
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Punctuation, Spelling and Grammar
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Verb Tenses
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Bullet Points and Numbering Systems
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Improving Clarity
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Editing Written Material
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Writing Professional Emails that Gets Noticed
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Email Etiquette
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Module 7: Effective Minute Taking
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The Difficulties of Minute Taking
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The Difference Between Good and Poor Minutes
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Meeting Terminology
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Preparing for the Meeting
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Taking Minutes of Unfamiliar Information
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Drafting Professional Minutes: Style and Format (Formal, Informal and Action Minutes)
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Conclusion
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How to Build and Maintain a Good Relationship with your Manager/s
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