Office Management Specialist

Section One: Programme Introduction, Roles, Competencies And Personal Effectiveness

• Programme Introduction And Objectives
• Action Planning
• The Competence Model Of Skills, Behaviours And Values
• Emotional And Chronic Intelligence
• Personal Competence Review
• Time Management Constraints – Resources, Systems, Other People And Self
• Handling Requests And Conflicting Priorities

Section Two: Team Working, Communication And Meetings

• Team Working And Team Roles
• Briefing Skills – Giving, Receiving And Passing On
• Organising, And Participating In Meetings
• Notes, Minutes And Follow-up

Section Three: Managing Working Relationships, Communication Skills, Supervising Admin Staff

• Delegation – Giving And Receiving
• Coaching And  Training Colleagues And Staff – Skills Of On-job Training
• Communication And Listening Skills – Lessons From Nlp
• Building Rapport
• Developing A Network Of Working Relationships – Influencing Skills
• Assertiveness And Conflict
• People Problems And Problem People
• Helping Others Perform – Case Study
• Practical Motivation
• Criticism Skills

Section Four: Managing Time, Desk Management, Office Technology And Writing Skills

• Planning And Priority Setting
• Office Layout And Ergonomics
• Managing The Paper-load And Developing Paperless Systems
• Getting The Best From Office Technology
• Letter Writing
• E-mail Efficiency And Etiquette
• Writing And Editing Reports
• Proof-reading Skills
• Setting Up / Developing Writing Layout And Style Guidelines For The Organisation
• Writing & Designing Presentation Slides

Section Five: Managing Information And Budgets, Improving Customer Service And Systems

• Principles Of Information Management – Scheduling, Filtering And Digesting
• Interpreting & Presenting Statistical Information
• Designing & Using Graphs
• Designing Surveys, Presenting Findings And Interpreting The Meaning
• Basic Concepts Of Financial Management
• Monitoring Budgets And Variance
• Improving  Customer Service And Systems – Continuous Improvement
• Action Planning