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Success Skills for Secretaries and Support Staff

One-day programme

It takes years of experience to achieve respect as an indispensable secretary, administrative assistant or support staff member. You need many essential skills if you are to achieve success in business today.

In this practical seminar you will learn how to handle the demands of your job with assertiveness, confidence and professionalism. You will learn how to communicate well, how to handle difficult people, how to make decisions, how to delegate, how to prioritise, how to manage time and resources, how to handle crises, how to beat stress.

This comprehensive one-day seminar shows you how to make your working life more productive, more rewarding, more successful and much more enjoyable. Equipped with these skills, you will see how you can open the door to new responsibility, new respect and new status.

Workshop objectives

1. Appreciate the history of the office and the vital role of support staff
2. Identify your strengths and learn the key strengths you need
3. Be aware of the principles of good time management
4. Understand stress factors and learn how to deal with stress
5. Work more effectively through effective communication
6. Develop good rapport with clients and colleagues
7. Use the telephone effectively to enhance the image of your company
8. Learn the 5 key skills and attitudes needed for the future
9. Learn how to help yourself in this constantly changing world
10. Interact with others and network for success

Who should attend?
Secretaries, PAs, Administrative Assistants, Clerical Officers, any kind of support staff wishing to develop their skills.

Outline

The secretary - past, present and future

• The history of the secretary
• The change cycle and you
• Identifying your strengths
• Top 10 strengths
• What do you do and where are you going?

Time management

• Popular time wasters
• How to deal with interruptions
• 10 signs that you are living life too quickly
• 4 steps to managing time
• Measuring your stress levels
• How to minimise pressure and handle stress

Inter-personal communication and customer care

• 7 C's of connecting with people
• Communicating your attitude
• Is body language important?
• Developing a good rapport with clients and colleagues
• The importance of good customer care
• Using appropriate language
• 20 golden rules for telephone etiquette

Staying ahead in a changing workplace

• The evolving role of the secretary - an A-Z
• What's in a name? How job titles are changing
• Do you deserve a Super Secretary Certificate?
• Top 5 skills and attitudes for the future
• What does the future hold?
• Setting SMART goals
• The Super Secretary Success Skills Checklist

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