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Essential Skills for Administrative Professionals and Support Staff

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Training by  ATCEN
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On-Site / Training

Details

Ensuring that the boss always looks good is never easy. As the Assistant to the boss, you need to ensure they are on time for every single appointment, has all the relevant information with them while up to date on every single task that is happening in the office.
 
During this workshop, the participants will learn how to run a stellar office and stay in control, no matter how hectic the day becomes.  Additionally,  they  will  discover  how  to  build  personal  credibility,  improve  their communication skills, deal with difficult people, manage negative situations and more.

Workshop Objectives

Acquaint participants with the changing role of Secretaries/Executive Assistants /Personal Assistants
Assist them to clarify the expectations the boss holds for them
Manage and project a good image of themselves
Inspire them to perform their roles in effective, efficient ways
Create awareness to set goals for their personal development
Learn to support their boss better
Deal with visitors and make them comfortable
Manage office staff  more effectively
Improve personal credibility and image

Outline

Introduction: Your Impact as the Administrative Professional:

Characteristics of a Administrative Professional
The Roles and Responsibilities
Importance of your job- “Making The Boss Look Good”

Module 1: Manage Yourself

What is your personal image?
How is your image important?
Required image for your position
Importance of Grooming Style

Module 2: The Essential Skill Sets

Time Management- Prioritize, Plan and Execute
Essential Telephone Skills
Written Communication- Business Letters, E-mails
Office Function- Planning, Preparation, Checklists
Arranging meetings- Venues, Meeting Documents, Compiling Minutes
Crystal Clear Communication

Module 3: Supporting Your Boss

Responsibilities towards Your Boss
Understand His Behaviors
Know Your Boss Direction
Assist The Boss to be Effective and Efficient
Learn to Support The Boss

Module 4: Manage Your Office

The Image of Your Office
Company Documents: Background, Policies
Reference Documents: Determine What You Need
Organize Your Workplace

Module 5: Managing Visitors

Greeting and Receiving Visitors
Visitors without Appointments
Making Visitors Feel Comfortable

Module 6: Managing the Office Staff

Being Friendly Yet Assertive When Necessary Saying “No” to Staff
The 8 Critical Situations That You Need To Deal With

Module 7: Managing Yourself and Emotions

Learning To Be A Professional
Managing Personal Stress
Managing Your Emotions
Have Set Goals For Yourself

 

Speaker/s

Jay advocates that an “unexamined life, is a life not worth living” – Socrates. Hailing from a state famous for its food, Jay picked up Hokkien while growing up, apart from other languages he speaks. He is a sought-after consultant and trainer in Customer Experience, leadership Management, Communication and Organizational Culture Development programs. Jay has innate drives to coach and develop human capital globally to achieve their highest potential through competency based training and behavioral development. Hence, he has consulted and trained various industry players throughout Malaysia and Singapore in quality performance management, customer advocacy management, customer quality management, managerial and leadership skills, customer service skills, communication skills and various soft-skill programs.
Jay is qualified with a Diploma in Computer Studies and Business from the National Center of Computers (NCC) from the United Kingdom and attained a Bachelor of Science in Psychology and Communication from Upper Iowa University in the United States. He was a leader in various fraternities and organizations while working with the university as well.   He is a certified professional trainer under ARTDO International and is currently pursuing his Masters in Organizational Psychology.
Jay has 18 years of work experience in various industries throughout Malaysia, he strongly believes that developing human capital in the area of service is the key fundamental aspect of any successful business and that service itself needs to grow towards the higher expectations and consumer experience in current competitive industries. He started out his career in the service industry, managing reputable restaurants in Penang.  He was in hotel management when he first came to KL, and later joined a contact centre of a multinational company for 8 years that provides IT solutions for corporate and consumer customers globally. Jay has developed various competency framework management and training development program in customer service, customer experience and performance leadership management in which Jay has his niche in. Having experience being in operations, management and consultation, he can relate to current people development issues and challenges faced by the many organizations.  In addition to that, Jay also has a few years of experience in sales and marketing, advertising, public relations consultation and as a Training Manager for a facilities management company.
Within his years of experience, he has successfully executed different ad-hoc projects, such as developing high service standards for service industries, quality process improvements, human resource management, recruitment management, talent development framework, mystery shopping, producing and conducting major corporate events and team-buildings for reputable companies, making him versatile, adaptable and experienced in delivering quality training for his clients.

Special Offer

Early Bird Discount RM3,500 for 3 pax.

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ATCEN aspires to be Asia’s People and Capacity Development Partner. We believe all individuals can contribute to the betterment of self, the organization and the community. Having played an active role in developing high performance in the human capital of large, medium and small organizations in the Asia Pacific Region, we continue to strive to deliver measurable change in our services.

Established since 2003, we have garnered extensive experience in delivering business training, business events and capacity building engagements for professionals and businesses worldwide.

In our customers’ eyes, ATCEN represents Accountable, Partnering, Integrity and Customer Centric. The ATCEN Team delivers exceptional quality services by empowering our people to fulfil our purpose and mission to develop people and build sustainable capabilities in organizations.

ATCEN’s Affiliations and Partners:

  • Pembangunan Sumber Manusia Berhad (PSMB/ HRDF): ATCEN is a Class “A” training provider for PSMB (HRDF) and a 5 Star Rated Training Provider.
  • Ministry of Finance: Registered for training, course/seminar and education management.
  • Western Kentucky University (WKU, USA): ATCEN is a WKU Asia partner, offering their certification programs for the Asian community. ...
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