About

To get the most out of their administration staff, today’s organisations are also realising the importance of comprehensive professional development for these staff, in order to help them achieve their personal best, and add value to the organisation in every facet of their role.

This Masterclass will assist you in identifying methods to build your skills and improve your overall performance in the workplace. You will discover effective communication techniques to handle challenging situations as well as identify and select the appropriate management styles that work for you. At the end of the seminar you will leave with a personal action plan for your continued development and success as a professional administrator.

Continually rated as one of our top seminars, we once again received terrific feedback from delegates who attended the November series with over 95% rating the training experience as ‘excellent’ or ‘very good’.

Key learning objectives
Your professional development at a glance:
• Delegation and decision making
• Communication, influence and interpersonal techniques
• Relationship building and teamwork
• Dealing with conflict in the workplace
• Managing your manager
• Leadership
• Networking
  
Who should attend?
• Executive Assistants
• Executive Secretaries
• Management Assistants
• Personal Assistants
• Legal Secretaries
• Office Managers
• Other support staff who wish to more effectively perform at their personal best

Training methodology
This intensive 2-day masterclass will combine tutorial sessions and case studies with interactive learning exercises. All attendees will be provided with a workbook and a certificate of completion. There will be some pre-seminar materials for use throughout the course.

Agenda

Day one

Delegation and decision making for maximum results
This session will provide participants with the skills needed to delegate more effectively and take advantage of opportunities for increased use of delegation.
• Cultivating management thinking in administration roles
• Checking your management skills and abilities in your current role
• Balancing your ability to delegate while maintaining responsibility
• Effective self management and priority/productivity strategies
• Dealing with success and failure and accepting responsibility for both
• Active listening and successful questioning

Communication, influence and interpersonal techniques
This session will evaluate communication and interpersonal techniques, and the best way to more effectively communicate with those around you.
• Identifying how values and beliefs affect communication
• Using emotional competence to lift confidence and whole brain thinking
• Understanding your communication style
• Achieving a personal communication style that acknowledges gender differences
• Using positive non-verbal and assertive language techniques
• Matching powerful questioning and delivery approaches
• Analyse your style: ‘Communication Check Point’
• Assertive and confident communication
• Influencing skills to motivate others
• Giving and receiving constructive feedback with active listening

Creating co-operative relationships and outstanding teamwork
Here, you will learn how to build on your personality and develop a highly professional presence. This practical session will use skills analysed and developed throughout the day.
• Getting the job, satisfying the client, surviving the performance review - speak up and be heard!
• Analysing problems using logical reasoning and objective decision making strategies
• Using creative processes to generate alternative solutions
• Dealing with unproductive and inappropriate behaviour styles
• Achieving ‘buy-in’ for your suggestions/ideas - building rapport
• Managing and working within your team - acknowledging diversity and uniqueness
• Managing colleagues and managers to successfully achieve results
• Motivating and challenging your colleagues to raise team productivity and learning
• Overcoming barriers to superior team performance
Practical exercise: Using a behavioural communication style model to assess team effectiveness and overcome challenges

Day two

Dealing with conflict in the workplace
If tense situations are occurring in your workplace, as they do in most, help is at hand! In order to remain effective you must learn to deal with uncomfortable situations in a professional manner. This session will provide you with the tools you need to be an effective communicator and peacemaker.
• Spotting conflict in its early stages
• Exploring your reactions and understanding the different options open to you
• Overcoming your fear of confrontation
• Mapping the conflict towards successful solutions
• Learning how to express your disagreement with tact and confidence
• Applying positive influencing techniques to enhance your work relations
Practical exercise: Exploring the impact of conflict and moving towards win-win solutions

Successful techniques for managing your manager
The ability to manage your manager requires special skills. By learning to work effectively with your manager you will maximise your own success. This insightful session will help you to discover the key to fostering greater co-operation, understanding and more open communication between you and your manager.
• Understanding different personality types
• Changing your manager’s perception of you to ensure a successful partnership
• Applying coaching to clarify your and your manager’s needs
• Ensuring you and your manager work in a time efficient manner
• Recognising the communication styles of colleagues and managers
• Cultivating a trusting relationship between you and your manager
• Increasing your productivity with effective manager management

Leadership roles for executive assistants
Moving into leadership demands special skills. You are expected to provide direction and make tough decisions as well as be a coach, mentor and motivator. This session will help you develop the skills every confident leader needs.
• Exploring factors for successful leadership roles
• Building on your natural talents to find opportunities for role growth
• Applying action centred leadership in administration roles
• Developing greater self confidence so others will have confidence in you
• Identifying and removing obstacles to success
• Developing ‘leadership language’ skills to raise your profile
• Determining which leadership attributes you already posses
Practical exercise: New generation leadership styles and characteristics

Networking towards growing your role
Doing business today is all about making and valuing the right contacts. Building successful relationships is a direct result of successful preparation prior to networking events.
• Now it’s up to you! Extending your sphere of influence
• Preparing yourself with a positive mindset approach to take action
• Using your personal charisma to establish better relationship
• Developing your networking skills to benefit your manager and organisation
• Taking control of your administration role with renewed energy and focus
• Consolidating your action plans and implementing new strategies

Facilitator

In-house Training