FRONT OFFICE MANAGEMENT AND CUSTOMER RELATIONS SKILLS COURSE

ADVANCED OFFICE MANAGEMENT AND EFFECTIVE ADMINISTRATION SKILLS

DURATION: 4 Days

CLASSROOM FEE: ₦240,000/Participant

ONLINE FEE: ₦220,000/Participant

VENUE: Ostra Hall and Hotel

SYNOPSIS: This Advanced Office Management & Effective Administration Skills training course deals with in-depth knowledge of how to develop the personal strengths and attitudes required in operating an efficient office or supporting team. It is designed to increase the skills of Senior Support Personnel or Middle Management across a range of disciplines, identify and examine the key components of the role and within each element build up a range of approaches and techniques for operating an efficient office or support team.

COURSE OBJECTIVES

  • Actively review and recommend improvements to organizational systems, processes and procedures
  • Touch on themes such as communication, behavioral and technical competencies, interpersonal skills, business correspondence, systems and procedures, quality, customer service excellence, workflow, supervision and productivity, etc.
  • Gain insights into the core responsibilities of administrators, learn how to prioritize and cope with multiple tasks
  • Learn how to value role in an organization and experience greater job satisfaction
  • Learn how to improve their communication skills to enhance their relationships
  • Learn how to analyze task, individual, decision options and solving problems for efficiency and effectiveness of the organization
  • Be able to develop office procedures, critical thinking abilities and communication skills for greater efficiency and effectiveness 
  • Be able to build an approach that suits their own individual style and workplace
  • Increase productivity and effectiveness by prioritizing and making continuous improvements
  • Learn how to develop and manage self-thoughts and feelings for improve self-confidence 
  • Learn how to be assertive and therefore more effective in the workplace

COURSE CONTENT

Office Management

  • What is the Office Management Professional’s place, role and objectives in the organization?
  • How the organization’s culture depends on the image/role of the Office Management Professional
  • Employee code of ethics and employee proprietary agreements
  • Changing codes of supervision/corrective action
  • Authority vs behavioral, administrative and technical responsibilities
  • Managing administrative performance and the processes required
  • Objective setting and maintaining standards

Essential Administrative Skills

  • Harnessing the power of the mind – through Mind Mapping Techniques
  • Right brain/left brain theory
  • Managing larger projects to meet deadlines
  • Planning skills – using a Gannt chart to chart work progress
  • Problem solving techniques
  • Becoming more proactive
  • Decision Making tools
  • Managing meetings effectively
  • Keeping minutes of meetings
  • Working with more than one manager

Communication: Its Power, Components and Levels

  • The New Administrative Role in Impacting Organizational Performance
  • Performance Appraisal
  • How Administrators can build Competitive Edge Departments
  • What Administrators Need to Know
  • How to Reshape and Rebalance the New Administration Function KPIs etc.

Vital Communication Skills

  • Common communication mistakes
  • Different styles of communication
  • Communicating with Confidence
  • Learning to be more assertive
  • Win-win conflict resolution
  • The most effective way to say no
  • Understanding and using body language
  • Understanding gender differences in communication
  • Overcome biases and discomfort associated with exercising power
  • Understanding different personality types and how to deal with them
  • How to create an effective working relationship with any kind of boss

Interpersonal Skills

  • Influencing, persuading and communicating decisions to ensure the organization listen and acts
  • Presentation skills
  • Managing diversity
  • Demonstrate administrative expertise and develop, implement and ensure compliance with organizational systems, processes and procedures
  • Actively review and recommend improvements to organizational systems, processes and procedures
  • Establish checking procedures and ensure quality of work.

Developing as a professional

  • Listening skills – seeking to understand before being understood
  • Creating a professional image
  • Overcoming the fear of public speaking
  • Learn the essentials of planning a presentation
  • How to hold the attention of a group

Organizational Behavioral and Technical Competence Effectiveness

  • Measuring how things are done as well as what they should achieve
  • Role in challenge and inspiring others to meet ambitious goals which deliver exceptional performance
  • Role in helping individuals take responsibility for making the organization deliver value
  • Role in helping the organization see the world through the eyes of its (internal/external) customers
  • Role in enhancing productivity and reducing conflict/lost time
  • Role in protecting and enhancing business reputation
  • Role in ensuring organizational standards is implemented and respected

Implementation/Administration Guidelines

  • Role in creating links between organizational strategy and administration goals and their implementation
  • Role as a route to securing competitive realities of the organization
  • Role in creating a partnership with management that turns strategies into results
  • Role in helping management understand the human capital dimension of each of the organization’s key business priorities
  • Action planning and transfer of knowledge and skills to work

Self-Empowerment and Self-Management

  • Understanding the main causes of stress
  • How to build self-confidence and strength the ability to respond to difficult situations
  • How to relax and refresh the mind and body
  • The signs, symptoms, causes and triggers to stress
  • Why stress is a powerful messenger
  • How to break the vicious cycle of stressful thinking
  • The essential skills of emotional intelligence
  • Using emotional intelligence at work
  • Transforming fear and negativity and reactive-ness
  • Becoming a more proactive, responsible and self-aware person
  • Effective Time Management

TARGET AUDIENCE: Administrators, Secretaries, Executive Assistants, Personal Assistants, Office Managers, Supervisors, Business Support staff

Date

Nov 26 - 29 2024

Time

8:00 am - 6:00 pm

Register for this course