Select Executive Assistants Programme

ILM

SCHEDULE

September 8 to September 12 Dubai, United Arab Emirates Register

Overview

Today’s office is a dynamic place to work with global networking, communication and work flows becoming increasingly complex and challenging. In order to ensure the efficiency of the organisation, employers depend on office administrators to provide effective clerical support to all levels of management. Delegates will develop the necessary technical, organisational and interpersonal skills that will enhance their role as an effective member of the office team.

Objectives

  • Identify the roles and responsibilities of key administrative staff
  • Understand the skills and qualities of an effective executive assistant
  • Learn how to adapt to your manager’s style to be able to support them better
  • Learn how to manage time efficiently and deal with stress management
  • Set clear and concise goals and objectives for better planning and prioritising
  • Have a general knowledge of IT and basic Microsoft Office application
  • Enhance communication and interpersonal skills
  • Provide exceptional customer service through professional communication
  • Gain a better understanding of filing methods and procedures
  • Identify different types of templates for all forms of business correspondence – letters, memos, e-mails, minutes, etc.
  • Arrange meetings, manage your boss’ calendar and handle travel arrangements
  • Practice assertiveness skills for better relationship
  • Employ confidentiality and tactfulness at all times and situations
  • Understand essential financial terms and documentation

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

Roles and responsibilities
  • Roles of the administration team
  • Departmental functions
  • Ethics in the workplace
  • Handling difficult situations
  • Skills and qualities of an effective executive assistant
Dealing with your boss!
  • Different approaches to managing your boss
  • Adapting to their style
  • Dealing with your boss’ demands
  • Working with more than one boss
  • Juggling deadlines
  • Handling bosses from each different personality style group
Time management
  • Managing your time
  • Benefits of managing your time more effectively
  • Your common time wasters
  • Identify the causes of stress and how to manage them
  • Planning each day efficiently

Day Two

Planning and organising
  • The main stages of planning
  • Principles of prioritising
  • Giving and writing clear instructions
  • Setting SMART objectives and goals
  • Plan, schedule and prioritise your activities
Information technology
  • Microsoft Office overview
  • Keeping information private and secure
  • Hardware and software
  • Ergonomics
Communication and interpersonal skills
  • Communication styles
  • Learning to listen
  • Dealing with difficult people
  • Characteristics of behaviour patterns
  • Managing change

Day Three

Telephone etiquette
  • Handling telephone calls
  • Using professional language
  • Dealing with enquiries
  • Controlling the call
Customer relations
  • Who are your customers?
  • Understanding customers’ needs
  • Creating a ‘customer-first’ environment
  • Handling customer complaints
Business writing
  • Create a plan for letters, memos and e-mail
  • Problems encountered when writing
  • Organise thoughts and generate high quality content
  • Keep your messages short and simple

Day Four

Managing meetings
  • Agenda preparation
  • Meeting preparations
  • Roles in a meeting
  • Taking minutes of the meeting
  • Closing and after meeting follow through
Making travel arrangements
  • Making the arrangement
  • Finding out the specifics
  • Knowing your boss’ preferences
  • Preparing a back-up plan
Diary management
  • Diary management fundamentals
  • Controlling the calendar
  • Setting and cancelling appointments
  • Communicating relevant diary information
Being an effective gatekeeper
  • Filtering data and information
  • Dealing with difficult people
  • Assertiveness skills

Day Five

Confidentiality
  • Your confidential duty
  • Being diplomatic and discreet
  • Keeping data secure
  • What to do during sticky situations
Avoiding information overload
  • Taking control of the problem
  • Finding information efficiently
  • Knowing how to say ‘no’
  • Managing your information
Finance
  • Handling petty cash
  • Receipts
  • Different types of financial documents
Filing
  • Filing methods – online and physical
  • Rules for filing
  • File retention policies
  • Privacy and security

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