Office Management and Administrative Skills

ILM

Please click to view Arabic Course Outline
الرجاء النقر لعرض مخطط دورة اللغة الإنجليزية

SCHEDULE

No schedule at the moment

If you have three or more candidates or you would like to run this course as an in-house programme, please contact us.

Overview

Discover how to create a more effective office environment and reduce inefficiency in your workplace. Learn processes that you can incorporate into your office, including an assertive and organised approach to managing people.

The workshop will provide delegates with techniques and core skills on how to use resources efficiently, manage time wisely, communicate effectively and collaborate with others skilfully. The programme will also cover key management and planning principles which will help and support in achieving overall organisational objectives.

Objectives

  • Understand the key concepts of office management
  • Learn how to manage the day to day office tasks
  • Organise and improve office systems
  • Analyse the different time management techniques
  • Enhance assertive communication and interpersonal skills with your team
  • Identify who your customers are and provide excellent customer serviceUnderstand the key concepts of office management
  • Practice professional business writing and improve written communication
  • Understand your role in meetings
  • Understand the different types of basic finance used in the office

Course content

Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Day One

Vital skills for effective management
  • Necessary skills of an effective office manager
  • Common misconceptions of management
  • The principles of management and how they apply to you
  • The main causes of management failure
Controlling your workday
  • Managing your time
  • Setting SMART goals and objectives
  • Planning and prioritising
Mastering communication skills
  • Communicating with credibility and confidence
  • Barriers to effective communication
  • Active listening and questioning skills
Applying assertiveness
  • What is ‘assertiveness’?
  • The importance of assertiveness
  • The link between confidence and assertiveness

Day Two

People management skills
  • What makes a good ‘people manager’?
  • Developing your team
  • The importance of delegation
  • Monitoring and encouraging high performance
Dealing with difficult people and workplace conflict
  • Diffusing difficult and critical situations
  • Causes of conflict
  • Managing emotions
  • Assertiveness skills
Thinking around problems
  • Problem solving techniques
  • Thinking systematically
  • Analysing potential solutions
  • Implementing the chosen solution
Business writing
  • Writing professional letters, memos and e-mail
  • Keep your messages organised, short and simple
  • Grammar and punctuation

Day Three

Customer service etiquette
  • Welcoming visitors
  • Handling telephone calls
  • Sounding confident and helpful
  • Dealing with difficult customers
Filing and records management
  • Records management
  • Filing methods
  • File retention policies
  • Information management
  • Privacy and security
Meetings
  • The importance of an agenda
  • Types of meetings
  • Minute taking styles
  • Minute publishing styles and how it should be done
Finance
  • Handling petty cash
  • Key finance terms
  • Different types of financial documents

METHODOLOGY OF TRAINING

The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly language and cultural differences. It is through active participation that the adoption and application of theory is expedited.

Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveal untapped skills of the delegates through:

    • Group discussion
    • Individual and syndicate activities
    • Individual and group tasks
    • Case studies
    • Role plays
    • Audio and video evaluation
    • Action planning
    • Experiential learning games
    • Presentations
    • Assessments

 

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Abu Dhabi

P.O. Box 44705, Abu Dhabi,
United Arab Emirates
Phone: +971 2 6740340
Fax: +971 2 6743554

Tax Registration Number:
100003031000003
for VAT purposes, only in the UAE

Dubai

P.O. Box 334058, Dubai,
United Arab Emirates
Phone: +971 4 2566414
Fax: +971 4 2566424

Tax Registration Number:
100003031000003
for VAT purposes, only in the UAE