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Certified Administration and Office Management Professional

Program Objectives:

By the end of the program, participants will be able to:

  • Define and understand the role of the office manager / administrator.
  • Acquire time management skills required for better office productivity.
  • Handle telephone calls properly and professionally.
  • List the main causes of stress and the techniques needed to control them.
  • Discover communication strategies needed for carrying out responsibilities in an effective manner.
  • Develop a service attitude and mindset aimed at the internal and external customer.
  • This Program is designed for:

    Administrators, assistant administrators, executive secretaries, existing or prospective office managers/ senior administrators and supervisors of junior level employees.

    Program Outline:

    The Role of the Office
    Organizing Meetings
  • Perception versus Reality
  • Competencies Required for Success
  • What It Takes to Be a Star at Work
  • Identifying Your Role
  • Elements of an Effective Meeting
  • Preparing the Agenda
  • Taking Minutes
  • Effective Communication Skills Serving the Internal and
    External Customer
  • Improving Credibility and Gaining   Recognition
  • Speaking and Listening
  • Being Assertive
  • Selling Your Ideas to the Boss,Colleagues,
  • Subordinates and Clients
  • Preparing a Professional Presentation
  • Understanding the Needs of Internal and
  • External Customers
  • Having the Right Attitude
  • Providing Excellent Service
  • Handling Complaints
  • Written Communication Managing Time
  • What Constitutes Professional Business Writing
  • Style and Layout
  • Obtaining Your Objective with the Reader
  • Identifying and Eliminating Time Wasters
  • Setting Goals and Priorities
  • Using Measures to Control and Improve You
  • Planning and Managing Time for Self and Others
  • Stress Management Techniques Using the Telephone Properly
  • Causes and Symptoms
  • Identifying Your Stressors
  • Formulating a Comprehensive Stress
    Management Plan
  • Professional Telephone Behavior
  • Rules for Good Listening
  • Dealing with Difficult Callers
  • Identifying Common Phone Problems and
     Formulating Solutions
  • Pre-requisites

    Duration : 3 days

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