Objectives:

Upon successful completion of this course, participants will be able to:

• Define the expanded scope and value proposition of the modern office professional role.
• Master core administrative functions, including correspondence, filing, and resource management.
• Apply principles of professional business etiquette and conduct in all workplace interactions.
• Develop effective time management and prioritization techniques to handle multiple demands.
• Demonstrate proficiency in essential office technologies and software applications.
• Enhance interpersonal and communication skills for effective collaboration with internal and external stakeholders.
• Manage office resources and supplies efficiently while adhering to budget guidelines.
• Proactively identify and address operational bottlenecks to improve office workflow.

Target Audience:

• Administrative Assistants
• Office Assistants
• Secretaries and Executive Secretaries
• Office Managers and Coordinators
• New or aspiring Administrative Professionals
• Anyone seeking to enhance their foundational office skills and professional image

• Interactive lectures and presentations
• Role-playing scenarios for communication and conflict resolution
• Case studies on office efficiency and professionalism
• Group activities for problem-solving administrative challenges
• Individual exercises on prioritization and planning
• Peer discussions and feedback sessions
• Practical application of office technology tools

Unit 1: Redefining the Administrative Role

• Understanding the shift from reactive support to strategic partnership.
• Identifying the core competencies of a highly effective office professional.
• Assessing personal strengths and areas for development in the modern context.
• Establishing a professional image and personal brand within the organization.

• Implementing best practices for effective document and information management.
• Mastering efficient email and physical correspondence handling techniques.
• Organizing and maintaining an efficient and functional office space.
• Developing a system for tracking and managing routine administrative deadlines.

Unit 2: Professional Communication and Etiquette

• Practicing clear, concise, and professional verbal communication techniques.
• Writing effective internal memos, reports, and external business letters.
• Developing active listening skills for accurate message reception and follow-up.
• Navigating challenging conversations and delivering constructive feedback professionally.

• Applying advanced telephone and virtual meeting etiquette rules.
• Mastering protocol for interacting with senior management and external clients.
• Understanding cultural sensitivities in a diverse professional setting.
• Maintaining confidentiality and demonstrating discretion in all work-related matters.

Unit 3: Time Management and Productivity

• Applying the Eisenhower Matrix and other tools for task prioritization.
• Techniques for managing multiple simultaneous projects and deadlines effectively.
• Dealing with interruptions and minimizing time-wasting activities.
• Creating daily, weekly, and monthly planning routines for consistent productivity.

• Leveraging Microsoft 365/Google Workspace for efficient collaboration and tasks.
• Exploring automation tools for routine administrative processes.
• Maintaining and troubleshooting common office equipment issues.
• Ensuring data integrity and basic cybersecurity awareness in daily operations.

Unit 4: Office Resource Management

• Understanding and tracking departmental expenditures and petty cash.
• Processing invoices, expense reports, and adhering to financial policies.
• Assisting with budget preparation and variance reporting as required.
• Implementing cost-saving measures without compromising quality or efficiency.

• Establishing a systematic process for ordering and inventorying office supplies.
• Evaluating and selecting vendors for office services and equipment maintenance.
• Negotiating favorable terms and maintaining strong vendor relationships.
• Developing a standard operating procedure for facility and equipment maintenance requests.

Unit 5: Collaboration and Service Excellence

• Defining service excellence for both internal colleagues and external clients.
• Strategies for handling difficult clients or high-stress service situations.
• Building and maintaining positive working relationships across departments.
• Proactively anticipating the needs of supported executives and team members.

• Contributing effectively to team projects and departmental initiatives.
• Understanding delegation and follow-up techniques for shared tasks.
• Serving as an effective liaison between various internal teams and management.
• Fostering a positive and collaborative office atmosphere.