Course Objectives:
By the end of the session, delegates will have;
• Identified the administrative function with in their job role
• Identified their own area of personal development need
• Increased their confidence in writing business correspondence
• Developed their skills in planning and prioritising
• Identified what the internal/external customer expects
• Practised listening/questioning and communication skills
• Developed a personal action plan
Course Content:
• Course Introduction
• Delegate Introduction
• Your Role
- Expectations, demands, constraints and opportunities, Administrative duties eg filing
• Business Writing Skills
- Understanding the readers requirements
- The structure of an effective Letter/Report
- Preparing and producing effective business correspondence
• Managing Priorities
- Planning and priority setting
- Time setting
- Time stealers
- Delegation
- Saying no
• Telephone Skills
- Internal/External customer
- What does the customer need/expect?
- Receiving and making calls
- Dealing with problems – ownership
• Effective Communication
- Principals of communication
- Influencing styles
- Listening and questioning skills
• Develop a Personal Action Plan
Duration: One Day