Skills for
the Administrative Assistant
Print-on-demand, customizable soft skill training
material.
Why write your
own career development training program when we've done it for
you? Prewritten print-on-demand courseware saves you time and
money and helps you better prepare for classroom training with
well-researched and proven course materials that are fully
customizable.
 This
course comes with:
 Training
Workbook |
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Instructor
Guide |
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Activities
& Ice Breakers |
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Pre-Assignment |
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PowerPoint
Slides |
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Course
Outline |
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Promotional
Advertorial |
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Recommended
Reading Lists |
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You
also receive:
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Unlimited reprinting rights |
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Unlimited number of users |
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Unlimited rights to customize and modify the course
contents to suit your needs. |
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Questions?
Would you more information on this or any of our soft
skills training courses?
Call toll
free
1-800-730-7115 |
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Skills
for the Administrative
Assistant
This two-day
workshop for Administrative Assistant skill training is intended for those trainers delivering courses
and workshops to help those in support positions understand
their roles and responsibilities. Trainers of Administrative
Assistants will outline new
strategies for handling workload through enhancing
organization skills and ability to prioritize. Students will
explore ways to work effectively in a team environment,
enhance critical communication skills, learn new assertive
behaviors and explore self management techniques for the workplace.
What
participants will learn:
At the conclusion of this workshop, students should feel
more comfortable in the following areas:
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Understanding
the importance of a professional presence on the job
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Improved ability
to organize, plan, prioritize and self-manage
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Identifying ways
to problem-solve more creatively
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Improved
critical communication skills such as listening actively,
and asking open questions to gather information
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Developing
strategies for managing difficult situations and people
Workshop Outline:
As facilitator,
you have the option of using a variety of training methods
for each workshop. This includes large group discussions,
individual work and reflection, small group discussions &
exercises, case studies and simulations for role play.
Customization will be based on your own needs or information
provided by your human resource department or the individual
department prior to the workshop. Materials are designed as
interactive workshops with a 40/60 split between
concept/theory and practical application of skills
discussed. Class size should be kept under 20, whenever
possible, so each participant will have the opportunity to
gain techniques for the types of situations they deal with
or expect to deal with.
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Day 1 |
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Introductions, Learning objectives and Agenda
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Personal
Best, Professional Best
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Participants do
an exercise based on their impressions, and then discuss
“first impressions” and how wrong they can be, but how
pervasive they are |
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You and your
self-esteem
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First
impressions
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What are
your supervisor/manager values
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A large group
discussion about expectations and the importance of
understanding your role in the organization. The discussion
then moves on to organizing your workspace, and planning
your work, so you can prioritize |
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Your role
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Planning and
prioritizing |
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Working as a
Team
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The group put
together a jigsaw puzzle, with the underlying message that
we all have a role to play and we work interdependently as a
team |
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The team of
two
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The office
team |
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Taking
Control of Communication |
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The group
defines communication, and identifies the barriers that must
be overcome, with an exercise to illustrate how easy it is
to misinterpret messages. They then determine what they can
do to improve communication in their organization |
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Barriers to
communication |
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Questioning
techniques |
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A large group
discussion of the advantages of open questions, some
examples of good open questions we can ask, how we can
probe, and an exercise for finding common ground |
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Probing |
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Active
Listening |
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An exercise,
followed by a discussion of active listening techniques |
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Non-verbal
Communication |
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An exercise to
demonstrate the different ways one’s body language can be
interpreted |
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The Written
Word |
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This is a
discussion, followed by exercises to illustrate the key
elements of good written communication—the clear, concise,
complete, correct formula |
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The four c’s
of communication |
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Punctuation
pointers |
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Comma faults |
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Spelling
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Proofreading |
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Review of the
day |
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Day 2 |
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Reconnect |
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A group exercise
to elicit feedback and focus the group on the topic |
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Dealing with
Difficult People |
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A large group
discussion about the people who annoy us and whether we
might be contributing to the problem |
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Dealing with
criticism |
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using curiosity
when you meet genuine criticism and the “fogging” technique
for manipulative criticism, with some opportunity to
practice these techniques |
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Managing
other people’s anger |
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Large group
discussion of warning signs and ways to deal with the anger,
followed by an exercise, completed in pairs, of ways to deal
with difficult people |
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Connecting
with People |
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Discuss the
acronym SOFTEN, and then the six steps suggested by Dale
Carnegie for winning friends and influencing people, with
two exercises to demonstrate ways to do this - a short
exercise to get people energized |
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Problem-solving in the Workplace |
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Large group
discussion of the six steps to problem-solving, followed by
team discussion of some of the common problems participants
face in a workplace setting, and their responses, with
feedback |
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Stress
Options you can use right now |
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Participants
work in teams, as music plays in the background, to list
those things they do to aggravate stress and those things
they do to alleviate stress, and what changes they are
prepared to make, so their stress is more manageable |
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Review |
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each participant
is to write down 3 characteristics of an effective support
person, and through a process of exchange, elimination and
consensus, the group should arrive at the top three
characteristics for anyone in support to possess |
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Personal
Action Plan |
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Evaluation |
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Suggested
Reading List
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