Certified Specialist in Office and Administrative Work

Certified Specialist in Office and Administrative Work

Methodology:

This course utilizes a combination of individual and interactive group exercises, role-playing activities, and discussions. In addition to group discussions for sharing work experiences, which are an important element of the learning process, the necessary skills are presented at regular intervals to facilitate participants’ retention. This course also incorporates self-assessments to identify strengths, areas for improvement, and action plans to ensure the practical implementation of learning objectives.

Course Objectives:

By the end of the course, participants will be able to:

• Identify and understand the role of administrators and office managers.
• Implement verbal and written communication strategies necessary for effective execution of responsibilities.
• Develop a customer service mindset aimed at satisfying both internal and external clients.
• Identify the main causes of work pressure and the necessary techniques to manage it.
• Apply time management techniques to improve office productivity.
• Organize meetings effectively.
• Handle telephone calls professionally and correctly.

Target Audience:

Administrators, administrative assistants, executive assistants, office managers, individuals aspiring to hold such positions in the future, senior administrators, and supervisors of entry-level employees.

Training Program Content:

• The role of administrators and office managers.
• Perception vs reality.
• Success factors for administrators: Differentiating oneself clearly and significantly.
• Competencies required for achieving success.
• What needs to be done to achieve excellence in work.
• Defining the role of office managers.
• Effective written and verbal communication skills.
• Enhancing credibility and gaining appreciation.
• The importance of a positive attitude.
• Assertiveness.
• Convincing managers, colleagues, subordinates, and clients with your ideas.
• Preparing a professional presentation.
• Elements of professional correspondence.
• Style and formatting.
• Defining the reader’s objective.
• Reader expectations.
• Providing services to internal and external customers.
• Understanding the specific needs of internal and external customers.
• Removing service barriers.
• Delivering excellent service.
• Analyzing a complaining mindset.
• Handling complaints.
• Techniques for managing and coping with work pressures.
• Causes and symptoms.
• Identifying the causes of work pressure.
• How work pressure affects performance.
• Developing a comprehensive management plan for work pressures.
• Time management.
• Identifying time wastage and eliminating it.
• Setting goals and priorities.
• Using measures to control and improve efficiency.
• Planning and managing time for oneself and others.
• Creating work schedules and utilizing them effectively.
• Organizing meetings.
• Elements of effective meetings.
• Preparing an agenda.
• Common time-wasting factors.
• Recording meeting minutes.
• Responsibilities of leaders and participants in meetings.
• Proper telephone usage.
• Professional behavior when using the telephone.
• Good listening skills.
• Professional steps when answering phone calls.
• Dealing with difficult personalities of callers.
• Identifying common telephone call problems and finding solutions.