Course Methodology

This is a highly interactive course that uses several groups and individual role-plays. You will constantly engage in practical group and individual activities, allowing you to test and apply your learning immediately. Moreover, using several self-assessment tests will enable you to discover your hidden talents and areas for improvement. Finally, you can discuss, share, and find solutions to your work challenges in a supportive environment.

Course Objectives

By the end of the course, participants will be able to:

• Perform the role of modern personal assistants and acquire fundamental practices to support stakeholders   
• Apply emotional intelligence to foster excellent business relationships both laterally and vertically
• Harness modern communication concepts and strategies to facilitate workflow
• Use the main functions of management to build and maintain different organizing systems that will lead to increased productivity
• Demonstrate professional skills in using creativity, serving internal customers, and managing stress

Target Audience

Senior administrators, office managers, executive assistants, and supervisors of junior staff who already possess the essential administration skills and are seeking to further advance their careers.

Target Competencies

• Forward thinking
• Emotional control
• Building and maintaining systems
• Image building
• Interpersonal communication
• Handling stress
• Service orientation

Progressive Role of the Executive or Personal Assistant

• Understanding the strategic role of today’s executive assistant
• Working 'with' versus working 'for' your leader
• The challenges impacting the 21st century administrators
• Competencies of the modern personal assistant
• Self-empowerment: Creating your mission statement
• Developing forward thinking: Being a proactive thinker
• Using technology to get things done

Emotional Intelligence (EI) Skills for Handling People

• Definition of EI
• The conceptual model
• Understanding the four dimensions of EI:
• Awareness of one's role
• Management of own responsibilities
• Awareness of office politics and environment
• Management of stakeholders
• Recognizing how stress and feelings affect performance
• Applying EI in building relations and dealing with difficult situations

Effective Interpersonal and Written Communication

• Building excellent relationships with colleagues
• Dealing with difficult personalities
• Developing self-confidence and assertiveness
• Presenting your ideas and influencing others
• Effective business writing:
• Writing powerful emails
• Writing minutes of the meeting

Mastering Management Practices 

• Planning
• Setting SMART objectives
• Writing your personal goal-setting plan
• Organizing
• Delegating effectively  
• Setting task priorities
• Directing/Leading
• Understanding the team dynamics
• The coaching clinic
• Controlling
• Setting useful metrics
• Building and maintaining systems  

The Executive/PA guidelines for Success 

• Forging a customer service culture in your office 
• The importance of internal customer service
• Making your department customer-friendly
• Dealing with visitors 
• Creativity tools for decision making
• Definition of creativity
• Creativity tools for generating improvements 
• The personal creativity profile
• Stress Management
• Identifying causes of stress
• The personal stress worksheet
• Preventive measures to help you manage time