Course Methodology

This course uses interactive group and individual exercises, role plays and discussions. Inter-group discussions to share working experiences are also an important ingredient in the process. Skills are introduced and revisited at regular intervals throughout the course to facilitate reinforcement and to help participants remember them. The course also uses several self assessment exercises to pin point areas of strengths and improvements as well as action planning to ensure practical implementation of the learning objectives.

Course Objectives

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

• Define and understand the role of the office manager and administrator
• Implement verbal and written communication strategies needed for carrying out responsibilities in an effective manner
• Develop a service attitude and mindset aimed at the internal and external customer
• List the main causes of stress and apply the techniques needed to control them
• Apply time management techniques required for better office productivity
• Organize meetings effectively
• Using AI tools properly and professionally 

Target Audience

Administrators, assistants, executive secretaries, existing or prospective office managers, senior administrators and supervisors of junior level employees.

Target Competencies

• Self development
• Interpersonal communication
• Business writing
• Customer focus
• Self management
• Time management
• Meeting management
• Communication and AI tools

The role of the office manager and administrator

• Perception versus reality
• The 3Ds of successful administrators: dramatically and demonstrably different
• Competencies required for success
• What it takes to be a 'star' at work
• Identifying your role

Effective verbal and written communication skills

• Improving credibility and gaining recognition
• Importance of having positive attitude
• Being assertive
• Selling your ideas to the boss, colleagues, subordinates and clients
• Preparing a professional presentation
• What constitutes professional business writing
• Style and layout
• Obtaining your objective with the reader
• Expectations of readers

Serving the internal and external customer

• Understanding the needs of internal and external customers
• Removing services barriers
• Providing excellent service
• Breaking down the silo mentality
• Handling complaints

Stress management techniques

• Causes and symptoms
• Identifying your stressors
• How stress affects performance
• Formulating a comprehensive stress management plan

Managing time

• Identifying and eliminating time wasters
• Setting goals and priorities
• Using measures to control and improve your effectiveness
• Planning and managing time for self and others
• Preparing time logs and learning from them

Organizing meetings

• Elements of an effective meeting
• Preparing the agenda
• Meeting common time wasters
• Taking minutes of meetings
• Responsibilities of meeting leaders and participants

Using Communication and AI Tools Effectively

• Overview of major communication platforms
• MS Teams and Zoom for effective meeting management
• Calendars to make better use of time
• Integrated AI tools to support business writing
• Incorporating multimedia elements into business writing
• Business etiquette for online meetings