Skills for the Administration Assistant

About This Training Course

Work is not the only thing that matters in life, but most of us want to take pride in what we do. While we don’t have to like the people we work with, or report to, at the very least we should be able to interact positively with them. The biggest influence on job satisfaction is our relationship with others.

This is designed as a two day session d for those who work in support positions, to help them improve their everyday performance in an office environment. The two days will help you improve your communications skills, make a good first impression, and develop personal management skills. We can customise the material to one day if required.

How  this course can help

• Learn how to self-manage to become more effective and efficient.
• Understand the importance of professional presence on the job.
• Improve their communications skills, including listening, questioning, and being more assertive.
• Increase their effectiveness in recognizing and managing conflict, and dealing with difficult people.

Training Course Outline

Introduction and Course Overview

We will spend the first part of the day getting to know employees and discussing what will take place during the course. Employees will also have an opportunity to identify their personal learning objectives.

Personal Best, Professional Best

To begin, participants will discuss what affects a first impression and how they can improve the impression they give to others.

Putting Others at Ease

One part of making a good impression is to get so comfortable with who you are that you can forget about you and concentrate on the other person. During this session, participants will explore ways to do this.

Distorted Thinking

Participants will explore types of distorted thinking through a case study and large group discussion.

The Steps to Feeling Good

This session will give participants a three-step process to turn negative thinking or emotions around.

Assertiveness

Assertiveness is a word we tend to use without really understanding what it means. This session will get participants thinking about what assertiveness is, using a lecturette, quiz, and group discussion.

Improving Your Assertiveness

Next, participants will explore how they can become more assertive in difficult situations.

Communication Skills

Participants will discuss different forms of communication and barriers to each.

Asking and Listening

During this session, participants will learn about two key elements to verbal communication: asking questions and listening.

Non-Verbal Messages

Next, participants will explore various types of non-verbal communication and their possible interpretations.

Writing Skills

This session will look at how to improve written communications, including using the four C’s, editing, and proofreading.

Getting Ahead

Two main components of getting ahead in the workplace are identifying what you want and helping others to get what they want. This session will look at both of those concepts.

Self Management

This session will give participants some tools to help them improve themselves, including establishing rituals, time management, organization, and planning.

Setting Goals

Next, participants will set some goals using the SMART format.

Working as a Team

Administrative assistants are often a key part of a workplace team. This session will explore some of the benefits and challenges of working as a team.

Working with Difficult People

This session will give participants two tools to deal with difficult people: blending and redirecting.

Learning to Say No

Next, participants will learn about some formulas for saying no. They will then have an opportunity to practice these formulas in a role play and case study.

De-Stress Options You Can Use Right Now

To conclude the course, participants will learn some easy relaxation techniques.

Session Wrap-Up

At the end of the day, employees will have an opportunity to ask questions and discuss key points learned.