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overview
Key Learning Objectives
- Discover practical tools and techniques that will help you manage your workload and relationships more successfully and improve productivity
- Explore strategies to reduce conflict and learn to deal effectively with difficult situations and people
- Provide a high level of administrative support by enhancing your ability to manage change, plan and coordinate workflow, and build an effective team
- Understand how Emotional Intelligence underlies our self-awareness, empathy, leadership and resilience
- ‘Do more with less’ – adopt continuous change and effectively collaborate to transform and optimise individual and team performance
Course Overview
This Advanced Management Skills for EAs & PAs course focuses on equipping you with the necessary professional skills required to do your job effectively, contributing to your own, your boss’s and your organisation’s success. During this course you will work through a series of discussions, demonstrations and case studies that will enhance your learning experience and show in detail how to optimise your ‘best practice’ PA management skills.
Learning Outcomes
- Understand how your role as Executive Secretary, PA, Administrator or Office Manager contributes to organisational success
- Build an effective work team
- Plan and coordinate workflow and productivity
- Become a change champion and manage change effectively
- Interact with people in ways which reinforce positive working relationships
- Manage personal emotions and stress
- Manage conflict, difficult situations and people, with ease
- Deliver presentations to small groups with maximum effect
- Recruit, select and induct new staff who will work effectively with your team
Who Will Benefit
The course is suitable for administrative professionals in all industries who lend secretarial support or manage an office environment, or work as a personal assistant within the organisation, including:
- Office Managers
- Executive PAs
- Senior Office Administrators
- Management Secretaries
- Executive Secretaries
- Executive Assistants
- Senior Secretaries
- Department Co-ordinators
- Personal Assistants
- Office Administrators
- Project Managers and Secretaries
Testimonials
“Jacqueline is a very positive trainer who goes to the depth of the subject by providing examples and sharing her personal experiences. We gained a lot via group activities and individual sessions.”
NSW Department of Education
“Jacqueline took the time to explain things and talked through the issues we were experiencing. It was very tailored to the personalities of the group.”
Executive Assistant, Alfred Health
“Trainer was knowledgeable, interactive, active listener, approachable and friendly. Excellent training course.”
Personal Assistant, ACT Health
“Jacqueline is a great trainer and I really enjoyed those 3 days.”
Business Manager, NT Music School
Agenda
DAY ONE
The Role Of The Executive Secretary/PA
- Key functions of your role
- Self assessment
Leadership And Office Management
- Your leadership style
- Factors that influence leadership in the organisation and in the office
- Ways in which you can influence your team
- Leadership models – situational leadership, transformational leadership and results-based leadership
- Why networking is critical to your success
Communicating For Results
- Why are effective communication skills important?
- What is communication?
- The communication process
- Barriers to effective communication
- Skills for effective communication, persuasion and influence
- Listening – the key to communication success
- Feedback
- Assertion
- Building relations and trust
This session incorporates a fun and an effective questionnaire titled “What’s My Communication Style?” Understanding your communication style is an important first step in learning how to communicate effectively with others. This questionnaire will give you a new insight into how you communicate every day.
DAY TWO
Interpersonal Relations And Motivation
- Motivating your team
- Motivation theories
- Motivating for performance
- The importance of goals and objectives
- Coaching your team
Emotional Intelligence
Emotional Intelligence (EI) is a combination of self-management and social skills that can transform and optimise individual and team performance. The construct of Emotional Intelligence defines how effectively you perceive, understand, reason with and manage your own and others’ feelings. When applied to your work, EI involves your capacity to think “intelligently” with your own and others’ emotions to intentionally and efficiently deliver individual and organisational outcomes.
- Understand the concept of “Emotional Intelligence”
- Understand why high self-awareness is the basic building block of EI, and how low selfawareness can handicap your actions
- Explore critical research findings about EI
- Appreciate how EI impacts your life generally, and your ability to support your boss and team
- Learn the five key domains of Emotional Intelligence
- Consider your own current level of EI across these domains
- Develop skills that help to build your emotional awareness of yourself and others
- Embed emotionally-intelligent behaviour in your roles
- Learn how to coach others to better understand EI
Managing Work
- Time management/self management
- Managing stress
- Goal setting
- Priority management
- Becoming a Quadrant II time manager
- Dealing with time wasters
- Maximise effectiveness by managing meetings
- Delegate for maximum effect
Problem Solving And Decision Making In The Modern Office
- Barriers to decision making
- The six-step problem solving process
DAY THREE
Managing Change
- Change as a constant in today’s workplace
- Steps for successful change
- Managing loss
- Stages of change
- The change management checklist
Effective Selection And Recruitment Techniques
- How to collect information about a job and analyse a position?
- Writing a position description
- Writing a person specification
- Advertising for the job
- Reviewing applicants
- Skills for effective interviewing
- Bias-free selection procedures
- Induction and orientation of the new team member
Managing Conflict
- What is conflict?
- Finding an appropriate conflict management style
- Mapping and defining conflict
- Appropriate assertiveness and empathy
- Dealing with anger in yourself and others
- Pathways to influence
- Appropriate negotiation techniques
Summary, Review And Action Planning
Where to go from here? An opportunity to consolidate your learning and make concrete plans for your future success as an Executive Secretary, PA or Office Manager.
On-site & in-house training
Deliver this course how you want, where you want, when you want – and save up to 40%! 8+ employees seeking training on the same topic?
Talk to us about an on-site/in-house & customised solution.