About This Training Course

"Expand your horizons beyond the traditional role of the secretary or PA and gain new skills, take on more responsibility and achieve greater work satisfaction.

Those who have recently benefited from this training course include

* Secretaries
* Personal Assistants
* Executive Assistants

This workshop is instructor led utilising group discussions, videos, syndicate group work and case studies."

Subjects Covered

"The Big Picture
- The Evolution of the Secretary
- Your Work Role
- What Australian Executive Assistants Do
- The Future
- A Professional Image

Customer and Client Service
- Your Attitude The Key to Success with People
- Customer Service
- Small Group Exercise

Refining Your Communication Skills
- Professionalism & Communication Skills
- Obtaining Information and Ascertaining Needs
- Non-verbal Communication

Assertiveness and Self-Confidence
- Assertive Communication
- Which is Which?
- A Quick Quiz
- Your Personal Beliefs and Rights
- ‘I’ Language
- Use ‘I-statements’ Rather Than ‘You-statements’
- Positive Phrases
- Co-operation Techniques

Efficiency and Effectiveness
- Where Does My Time Go?
- Prioritising
- The Time Management Matrix (Covey)
- How to Work from a Clear Desk

Managing Your Time on the Telephone
- Managing E-mail
- Rules of Good E-mail Management
- Netiquette DOs and DONTs of E-mail

Diary Management
- Working Better as a Team
- Tips for Handling Your Managers Diary Effectively

Organising Productive Meetings
- Meetings
- What Is the Purpose of a Meeting?
- Are There Alternatives to Meetings?
- Solving Common Meeting Problems
- Organising Meetings
- Checklist for Effective Meetings
- Sample Meeting Agenda
- Allocating Tasks to Others
- Giving Instructions
- Getting Through the Barriers
- Stress Management

Professional Telephone Skills
- Telephone Basics
- Transferring Calls and Taking Messages

What Next?
- Goal Setting
- Working with Your Manager
- Checklist for Establishing Good Rapport with Your Manager"

Training Course Outcomes

"The aim of this course is for each student to be able to

- be more proactive and take the initiative
- streamline work so that more is achieved
- build relationships for better understanding
- recognise and deal effectively with stressful situations
- review image for professionalism and poise
- control difficult situations for positive outcomes. "