Module I: Introductory Session (who are support staff?)

• Definition, types & importance of support staff
• Difference between:

               – Secretary

               – Personal assistant

               – Executive secretary

               – Office manager

               – Department manager

               – Administrative coordinator

• Attributes that managers expect in secretaries

Module II: Planning & organizing a smooth-running office

Taking control of your work life:

• Tools & concepts of time management for yourself & your manager:

                          – A master plan to keep your boss’ calendar up-to-date (The first three generations)

                          – The fourth generation of time management.

• Working smarter rather than harder
• The most effective way to say “No”

Module III: Support Functions (Technical skills)

Part I: Filing Strategies and Techniques:

• Choosing the best filing system for your organization needs according to international standards:
• Filing Systems
• Filing Procedure
• Most updated filing systems and solutions
• Tips for successful filing

Part II: Managing the flow of office Information

• Incoming correspondence:

                  – New methods & techniques for handling incoming mail 

                  – Tips to eliminate time wasters when handling incoming mail

• Outgoing correspondence:

Writing letters, Memorandums and E-Mails:

   o Business writing Skills

       > Preparing yourself for writing

• Coping with writing anxiety
• Startup strategies
• Tone in business writing

        > Effective business writing skills

• Types of readers
• Principles of good writing
•     The “You” attitude
                 > Editing & Revision (the four Cs)
                   • Complete & correct
                   • Concise
                   • Clear
                   • Business Documents (letters-memos):
                     ◊ Types, samples, techniques and applications
                   • E mail Versus letters & memos
                     ◊ E mail etiquette
                   • New internet- world etiquette
                     ◊ Practice correct social media standards of etiquette to maintain your image at work.

Part III: Managing meetings preparation effectively

• Planning and organizing a business meeting from start to finish
• Writing meeting minutes applying updated modern standards

Part IV: Managing business trips preparation effectively

• Planning an executive›s business trip from start to finish

                     – Coordinating travel arrangements

                     – All necessary tips for successful arrangements

Part V: Handling External & Internal Customers

Handling visitors professionally (external customers)

• Meeting & greeting the customer & the visitor according to professional standards:

1. Customer focus:

    > Perception of customer

    > First impression

    > The three” E”s impressing a customer

    > Breaking Barriers

2. Handling a complaining customer

Establishing and maintaining good working relationships with co- workers (internal customers)

• Types of co-workers
• Win- win for resolving conflicts
  
  

Part VI: Professional Telephone Manner

• Telephone Etiquette
• Becoming a super service provider on the phone
• Dealing with tough and difficult phone callers

Module IV: Effective Communication utilizing Business Etiquette & Listening

• Communication:

               – Communication definition

               – The communication process

               – Barriers that hinder effective communication

               – Effective communication utilizing Etiquette

                 o Verbal

                 o Vocal

                 o Visual

                 o Business attire & professional Look as a part of the visual effect

           – How to make presentations with confidence and power utilizing effective communication

• Listening

           – Consequences when we don’t listen

           – Bad listeners

           – Effective listening techniques

           – Listening Actively

Module V: Self-empowerment & self-management

• Understanding stress:

     – Identifying stress

     – Causes of stress

    – Coping with stress

    – Making your office user friendly & efficient

• The essential skills of emotional intelligence

   – Using emotional intelligence at work

• Working with more than one manager

Module VI: Developing as a professional

• Leadership skills:

             – Knowing and accepting yourself as a leader

             – Delegation necessity & technique

• Making things happen from anywhere in the organization
• Criticism:

             – Painless methods for giving corrective feedback

             – Best practices for delivering positive feedback

Module VII: Essential Skills

• Microsoft PowerPoint You›ll learn to:

               – Create a slideshow

     o Format fonts, paragraphs, bullets, and text boxes

     o Use custom animation, slide transitions, and effects

     o Use graphics, sound, and on-screen navigation.

     o Prepare a slideshow for live presentations and kiosk

• Microsoft Excel You’ll learn to:

             – Formulas and Functions

             – Math and Trigonometry Functions

             – Statistical Functions

             – Date and Time Functions

             – Text Functions

             – Conditional Formatting