Certified Administration and Office Management Professional
By the end of the program, participants will be able to:
Define and understand the role of the office manager / administrator.
Acquire time management skills required for better office productivity.
Handle telephone calls properly and professionally.
List the main causes of stress and the techniques needed to control them.
Discover communication strategies needed for carrying out responsibilities in an effective manner.
Develop a service attitude and mindset aimed at the internal and external customer.
This Program is designed for:
Administrators, assistant administrators, executive secretaries, existing or prospective office managers/
senior administrators and supervisors of junior level employees.
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 |
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| 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 |
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| 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 |
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| Stress Management Techniques |
Using the Telephone Properly |
Causes and Symptoms
Identifying Your Stressors
Formulating a Comprehensive Stress
Management Plan
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Professional Telephone Behavior
Rules for Good Listening
Dealing with Difficult Callers
Identifying Common Phone Problems and
Formulating Solutions |
