Professional Skills

Business Administration

4.7 (122 ratings)

Overview (PDF)

R 3 300.00

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Learning Outcomes

Learners will be able to: Appreciate their strengths and areas for development essential to their success to enhance their contribution to the organisation
Plan and prioritise their workload using systems and procedures
Develop effective interpersonal skills
Increase your confidence when communicating face-to-face
Interact assertively with others
Prepare and write accurate and clear text
Enhance their credibility with their manager/s
Understand the ground rules of modern business etiquette
Deal effectively with the open plan office
Accept the challenges of increased responsibilities as they arise
Improved telephone techniques and learned how to deal with difficult callers
Develop skills to manage their time effectively and set up relevant systems and procedures
Develop problem-solving techniques
Improve their listening, questioning and observing skills
Find better ways of working with others
Deal with criticism, confrontation, low self-esteem and negativity effectively


Administrators provide the backbone of the organisations and deal with basic day-to-day issues and are the first point of contact for different departments within the organisation and for clients and suppliers. To be effective as an Administrator, you need to build strong relationships with the team, colleagues and customers as well as to make positive, confident contributions and achieve excellence in the service you provide. This programme will help you gain the skills and techniques needed to excel as an Administrator, by developing the knowledge, skills and behaviours required, to successfully work in a business environment. NQF Level 2


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
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