Masterclass in Organization Office Administration

Introduction

Office administration is a set of day-to-day activities that are related to financial planning, record keeping & billing, personnel, physical distribution and logistics, within an organization. This course is designed to expose participants with office and business skills that will make them shine in their practices. It is ideal for office administrators, receptionist, event co-coordinators and PA's.

 

Duration

5 Days

 

Course Objectives

By the end of the training, the participants should be able to;

• Have confident when handling office administration and processes responsibilities
• Master the tools for effectively dealing with all aspects of business administration.

 

Course Content

Module 1: The Office Manager’s Roles and Responsibilities

• Manager’s role in an organization and identification of what an organization requires from office administrators
• Administrator/Process Manager role
• The People/HR Manager Role
• The Project Manager Role

What does it mean to be an Office Administrator?

• Diversity in the Workplace
• The 4 Personality Types

Assertiveness

• What is Assertiveness?
• Analysis of Assertiveness Behaviour
• Benefits of acting assertively;
• Passive Behaviour
• Aggressive Behaviour
• Passive-Aggressive Behaviour
• Assertive Behaviour
• Assertiveness Rights
• Characteristics that assertive people tend to have
• Learning to be more assertive
• Assertiveness Techniques

Module 2: Essential Communication Skills

• Effective Listening Techniques
• Keys to Effective Listening
• Barriers to Effective Listening
• Effective Verbal Communication Skills
• Barriers to Effective Communication
• Building Empathy
• Transactional Analysis
• Questioning Techniques
• Probing Techniques
• Negotiation Techniques
• Dealing with angry staff members
• Tips for Dealing with your own anger
• Defusing Conflict with staff members

Module 3: Telephone Skills

• Core Contact Centre Principles
• Building Rapport
• Telephone Management Skills
• Telephone Etiquette
• What you say and what it means
• The Greeting
• Transferring calls and taking messages

Professional Documents

• Business Writing
• The 5 C’s of Business Writing
• Email Etiquette
• Report Writing
• Taking Minutes of Meetings
• Writing Comprehensive Agenda’s

Module 4: Managing your Organizational Skills

• Plan and Organize well
• Develop filing systems
• Using electronic filing systems
• Scheduling and Roster Management tools
• Effective organizational tools
• Master the Art of Delegation
• Time Management, Planning and Prioritizing
• The Action Priority Matrix

Module 5: Sourcing Quality Suppliers

• Controlling and evaluating ordering and distribution of office resources
• Evaluating supplier offerings
• Clarifying supplier performance contracts
• Monitoring supplier performance against Service-Level Agreement (SLA)
• Building strong relationships with suppliers

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: training@upskilldevelopment.com Tel: +254 721 331 808

Training Venue 

The training will be held at our Upskill Training Centre. We also offer training for a group (at a discount of 10% to 50%) at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Upskill certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: training@upskilldevelopment.com, +254 721 331 808

Payment should be done two weeks before commence of the training, to Upskill Development account, so as to enable us prepare better for you.