The Role of the Office Manager/Administrator	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  Effectiveness 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