Developing personal management skills; setting objectives; prioritizing tasks; understanding time management; delegating successfully; problem solving.
Course Outcomes
- Developing personal management skills; setting objectives; prioritizing tasks;
- understanding time management; delegating successfully; problem solving.
- Organizing effective systems; travel; informal and formal meetings; minutes taking.
- Effective communication; learning how to be assertive and stay in control; the
telephone; dealing with difficult people; developing a personal action plan. - Managing your boss successfully; making relationships work; developing your network; communication and the importance of feedback.
- Dealing with conflict, anger and criticism in a cool manner, while projecting an image of self confidence and professionalism.
- Successful two way communication, how listening skills and body language can affect a situation.
COURSE OUTLINES
Secretarial Skills
- The role of the Executive Secretary/PA
- Time management
- Assertiveness training
- How to say “no” without becoming intimidating or aggressive
- Dealing with conflict
- Negotiating solutions
- Communication skills
- Body language
- Positive thinking
- Listening skills
- Dealing with difficult people and difficult situations
- Working for more than one person
- Technology in office
- Confidentiality
- Telecommunications-Effective telephone behavior
- Processing the mail
- Diary management
- Travel
- Meeting and conventions
- Management of records
- Tips of the trade
Organization skills
- Organizational chart
- The office
- Physical environment
- Safety
- File security/filing systems
- Cleanliness
- Office furniture
- Purchases and payments
- Office supplies and equipment
- Company storeroom
- Inventory
- Repairs
- Machinery
- Banking
- Team work
- Time management
Business correspondence
- The art of good letter writing
- Clearly defining objectives
- terminology
- Being concise, accurate and grammatically correct
- Correct use of sentences and paragraphs
- Logical formats to include positive openings to effective endings
- Dictation techniques
- Writing reports and memos
- Sales letters and proposals
- Orders and acknowledgements
- Follow-up and revivers
- Invoices and credit settlements
- Different formats of quotations
- Letter of application Credit collection letters
- Complaint handling letters
- Responding to, and sending letters of complaint
- Creating circulars
- Common letters
- How to check, edit and proof read your own material
Personality development
- Assessing and understanding one own personality
- Understanding fellow workers and developing a good interpersonal relationship
- Dealing with difficult people and difficult situations
- Confidentiality
- How to project an image of self-confidence and professionalism
- Self development for the future
Technical skills
- Microsoft word
- Microsoft excel
- Microsoft power point
- Microsoft out look
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