This workshop is designed to increase the skills of Senior Support personnel across a range of disciplines. The workshop identifies and examines the key components of the role and within each element builds up a range of approaches and techniques for operating an efficient office or support team. These elements include interpersonal, communication, organisational and time management competencies.
Throughout the workshop, you will practice communication, organisational and planning skills on an ongoing and linked basis as you would within your normal working environment.
Workshop Objectives
In attending this workshop delegates will be able to:
- Identify the key components within the job role of the Office Manager/Executive Assistant/PA
- Practice the techniques and skills demonstrated on the workshop
- Discuss experiences with fellow Delegates and learn possible techniques for advancement of such skills in facilitator-led discussions
- Build an approach that suits their own individual style and workplace
Who should attend?
Delegates attending this workshop will be involved in the operational running of an office or fulfill the role of an Executive or Personal Assistant to Senior or Middle Management. It will also be a constructive development workshop for those individuals with some office management experience looking to move into a more senior position as an Office Manager or administration team leader/supervisor.
The workshop is targeted at:
- Office Administrators
- Office Professionals
- Supervisors of clerical and administrative staff
- Executive Secretaries
- Personal Assistants
Competencies emphasised
- Develop techniques for using your initiative and ‘thinking outside the box’
- Enhance team communication skills to a higher level
- How to manage their time better
- Managing difficult people and situation
Personal impact
Attendance at the program will result in individuals being exposed to a wide range of interpersonal and organisational techniques required to operate effectively in a Support role. They will have identified and practiced approaches that will be of benefit to them in managing the tensions and demands of their workplace in such a position.
Delegates will be introduced to different techniques and approaches for operating effectively within the role. They will be coached on techniques that suit them as individuals and will have practiced such techniques with a view to applying them effectively in the workplace.
Organisational impact
Staff attending this workshop will appreciate the range of skills and competencies required to fulfill their job role effectively. They will have been exposed to, and will have practiced, techniques in competencies that are essential in the Office Manager/Executive Support role. They will also see the benefit of integrating such competencies to provide a proactive support to Managers within an organisation.
Training methodology
The workshop is based on a combination of interactive activities - group and individual exercises, case studies, role plays and discussions - along with formal inputs.
The environment will be a supportive one in which individuals with varying degrees of experience will be encouraged to share the approaches they currently use as well as try out new ones that they encounter on the workshop. The workshop tutor will be on hand to answer any questions a delegate may have and to act as a facilitator for building and applying new approaches.
Workshop Outline
The Office Manager/Executive Assistant Role: An Overview
- An introduction to the programme
- What are competencies and how can they help?
- Identifying common issues and challenges
- What makes you indispensible
- The changing world of the office manager
- The larger picture
- Managing changes in the workplace
- Personal qualities and skills of the office manager
Setting and Meeting Objectives
- Getting organised
- Effective time management
- Planning skills and project management
- Mind mapping for planning, projects and problem solving
- Allocating Resources to tasks and projects
- Identifying and dealing with pressure points
Resource and Team Management
- Monitoring performance – team and self
- Team appraisals and reviews
- Embedding a new team member effectively
- Managing team issues
- Working through conflict
- The 9 traits of highly effective teams
- Coaching techniques
- Disciplinary issues
Communication Skills
- Building rapport and networking skills
- Body language
- Verbal, vocal and visual communication
- Dealing with difficult people
- Giving feedback
- Can you say No! Assertive Communication
- Effective Telephone communication
The Working Day
- Presentation techniques
- Leadership skills
- Influencing Styles
- Personal Action Plan
About your expert presenter
Dawn Pretorius is Director of her own company - Adzuri Corporate Development – that offers consulting on three main areas, namely, risk management, compliance and corporate governance; related business development; specialist training and facilitation. Increasingly, through legislation, risk management, compliance and corporate governance are being attached to the bottom line results in the financial services industry. Dawn concentrates therefore on a fully professional approach in this field. Adzuri provides training and development for the financial services industry primarily in the form of specialist facilitation, training material and e-learning. The subject matter ranges from technical skills such as credit assessment and risk management to soft skills such as conflict management and business and report writing. Adzuri is the preferred provider for short courses for the South African Institute of Bankers.
Dawn is a professional member of the Compliance Institute of South Africa, registered with the Financial Services Board for compliance practice (FAIS), registered as an accredited provider with the Services Seta No 0959, fellow of the Institute of Bankers, and professional member of the Marketing Federation of South Africa. Dawn’s career has primarily been in the banking industry, more specifically in the wealth industry from a strategic, risk management, business development and later compliance perspective both from a strategic, technical and training perspective.
