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PA/SECRETARIAL SKILLS, ADMINISTRATION, FRONTLINE EXECUTIVE
OBJECTIVES
1. To prepare and develop delegates for their roles and responsibilities as Frontline Executive staff members
2. To equip delegates with the necessary Administration, Frontline & PA/Secretarial skills & knowledge to:
• Develop and nurture a relationship of trust and support in the organisation
• Effectively equip and enable dynamic PA/Secretaries, Frontline Staff and Office Administrators with skills and tools to achieve excellence in the key role they perform within their organisation
COURSE CONTENT
DAY 1:
• Frontline Management – Key Principles
• Creating a professional frontline image
• Ensuring that all information is obtained and readily available
• Cultural diversity in the workplace
• Dealing with complaints and irritated callers
• Time management & planning
• Principles of being professional through attitude and behaviour
• Being Professional: Roles & responsibilities attached to the position
• Accepting responsibility & following through instructions with initiative
• Maintaining a positive, proactive & enthusiastic attitude
• Being proactive & solution orientated
• Confidentiality on various levels
• Effective communication & various communication mediums:
Business correspondence, grammar, editing, memo, report writing, etc.
DAY 2:
• Meeting management
• Professional telephone etiquette/netiquette
• Dealing with internal & external customers professionally & with confidence
• Dealing with criticism, avoiding office gossip, handling difficult situations
• Techniques for effective communication
• Active Listening techniques
• Personal development put into action
• Practical examples and role plays
• Various Questioning Methods
• Executing Enquiries
• Various etiquette issues in diverse business situations
• Techniques to improve office professionalism
DAY 3:
• Assessment/practical assignment
• Presentation of assignment to facilitator and Group
TARGET AUDIENCE
• PA/Secretaries, Frontline Staff & Office Administrators who want to develop personal effectiveness and broaden their contribution
• People who want to achieve excellence in the service they provide to colleagues and clients
• Experienced and Inexperienced employees
• Support staff with customer and supplier contact
• Front line staff/Receptionists/Secretaries/Office Administrators
PURPOSE
• Roles and responsibilities within the business environment
• Adapting to change effectively and efficiently
• Effective and rewarding habits
• Improving performance and personal productivity within relevant work and life areas
LEARNING OUTCOMES
After completion of the Administration, Frontline & PA/Secretarial Skills training course the delegates will be able to:
• Effectively work as a team member by consistently applying accepted business behaviour and procedures
• Apply the principles of self development and enhance abilities to gain more knowledge on effective communication and office etiquette
• Apply effective procedures and behaviour to be an ambassador for the organisation
• Identify Key principles of Frontline Management
• Apply a professional corporate image
• Identify problems & solutions
• Understand Cultural diversity in the workplace
• Deal with complaints and irritated people
• Apply effective communication skills
• Understand Time management & planning
• Apply effective interpersonal interaction
• Implement & Understand Superior Customer Service
DURATION & IMPLEMENTATION
1 to 3 days:
• 1/2 days interactive workshops
• 1 day feedback/assignments (Optional)
PRESENTATION STYLE
Highly interactive and participative facilitation methods and techniques to enable delegates to gain experiential learning through lecture presentations, group work, role plays and case studies
RESOURCE REQUIREMENTS
• The workshop will take place at the client’s premises or at a venue mutually selected by the relevant representatives
• Venue requirements: Board room/Training Room with tables, chairs and water on the tables
• Learning aids requirements: Whiteboard and/or flipchart with pens, data projector
ASSESSMENT METHODS
• Knowledge assessment: Both written and verbal assignments during the learning programme/workshops
• Competence assessment: 1 Assignment to be completed and presented to the facilitator for evaluation and feedback to evaluate applicable skills & knowledge
FEEDBACK FROM DELEGATES
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“I learned more about how important my role as a PA really is and to take pride in being the best PA I can be.”
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“I feel that now I am able to confront all difficulties and situations in my work as a secretary.”