Course Objectives

• Define and understand the role of the office manager executive secretaries.
• Acquire time management skills required for better office productivity.
• List the main causes of stress and the techniques needed to control them.
• Learn communication strategies needed for carrying out responsibilities in an effective manner.
• Develop a service attitude and mindset aimed at the internal and external customer.

Who Can Benefit?

• Administrators, assistant administrators, executive secretaries, office managers

Course Outline

• The Role of the Office Manager/ executive secretaries

• Perception Versus Reality
• Competencies Required for Success

• Effective Communication Skills

• Improving Credibility and Gaining Recognition
• Speaking and Listening
• Being Assertive
• Selling Your Ideas to the Boss, Colleagues, Subordinates and Clients

• Written Communication

• Style
• Layout
• Clear Writing
• Proof Reading

• Controlling Stress

• Symptoms
• Causes
• Solutions

• Serving the Internal and External Customer

• Understanding the Needs of Internal and External Customers
• Having the Right Attitude
• Providing Excellent Service
• Handling Complaints

• Organizing Meetings

• Preparing the Agenda
• Taking Minutes

• Managing Time
• Identifying and Eliminating Time Wasters
• Setting Goals and Priorities
• Planning and Managing Time for Self and Others
• Using the Telephone Properly
• Professional Telephone Behavior
• Rules for Good Listening
• Making Appointments

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