Advanced Concepts for Total Quality Management

Objective

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

• Understand their roles and the key contribution they make to organisational success.
• Review and improve their working relationships.
• Reviewed and develop their personal organisation, communication and interpersonal skills.
• Implement an action plan to help themselves, their boss and other colleagues focus on quality and work in more effective and efficient ways.

This course is designed to provide office administrators, supervisors of clerical and administrative staff, executive secretaries and personal assistants the opportunity to review and develop the interpersonal and professional skills needed to successfully complete work of high quality. It thereby contributes to their own, their managers and their organisation’s success.

Course Outline

Day 1 - The Office Administrator & Personal Assistant’s Roles:

• The ‘competence’ model and the competencies of effective Office Administrators.
• Executive Secretaries and Personal Assistants.
• Organisation structures and cultures.
• Managing working relationships.

Day 2 - Managing Time and Stress:

• Time stealers and personal style.
• Helping others manage time.
• Managing interruptions and access.
• Planning and priority setting.
• Daily routines.
• Introduction to project management techniques.
• Monitoring progress.
• Dealing with crises.
• Understanding and managing stress in self and others.

Day 3 - Communication Skills:

• Avoiding communication breakdown.
• Listening skills.
• Assertiveness
• Managing requests.
• Managing conflict.
• Giving and receiving delegation.
• Constructive criticism skills.
• Meetings.

Day 4 - Desk Management:

• Office layout and ergonomics.
• Information systems.
• Managing the paper load.
• Getting the best from e-mail and office technology.

Day 5 - Written communication Skills:

• Report and letter writing.
• Taking notes and writing minutes.
• Editing and proof-reading skills.
• Supervising administrative staff:
• Motivating.
• Coaching and training staff.
• Appraisal.