Extraordinary Administrative Support
Learn how to adapt to the changing needs of the people and systems you support by building your planning, organizing, interpersonal and communication skills.
Master new administrative techniques to enhance your everyday performance. This practical, two-day program is designed for professionals who provide administrative support, including supervisors, co-ordinators, assistants, and associates who are responsible for ensuring smooth, day-to-day business operations.
The course first identifies the critical support functions that assistants and administrators provide, then engages in extensive skill-building in a variety of areas ranging from communications techniques to group dynamics to time management and problem-solving.
The Best Part:
Learn to use time-saving administrative tools to work more effectively with your immediate supervisors. This program will pay tremendous dividends to both participants and the managers or directors they report to.
Who Should Attend
Anyone who serves in a key administrative role, including:
- Office assistants, office administrators and support managers
- Public sector administrators and administrative assistants
- Executive and personal assistants
- Administrative and project coordinators
- Administrative supervisors
- Customer service administrators
What You Will Learn
- Adapt your communications style to build more productive relationships with managers, colleagues, employees, and other internal and external customers
- Work smarter using creative thinking, problem solving and time management approaches
- Practice assertiveness techniques in routine and challenging situations with team members
- Work confidently and present yourself professionally in meetings
- Productivity strategies that you can use every day
- Communications skills training, interpersonal techniques, and effective listening skills
- Overcoming barriers to performance
- Teambuilding dynamics
- How to control workplace stress
Program Content
Interpersonal Skills: Dealing Effectively with Different People
- The four people styles: tendencies and communication tips
- Evaluating your team skills and abilities
- How to establish a strong working partnership with your boss, senior management, and others you support
Learning to Listen Effectively
- Guidelines for listening critically and empathetically to diverse styles
- Tips for enhancing your listening skills with diverse audiences
Assertiveness, Communications and Problem Solving Techniques
- Assertiveness principles for more effective communication
- Techniques for influencing others with more clarity and diplomacy
- Evaluating new ways to increase your communication effectiveness
- Conveying messages assertively in tense and conflict situations
- The EPM technique for saying "no"
Productivity Management Principles
- Demands on your time: your personal checklist
- How to cope with constant interruptions
- Charts for effective time planning
- Prioritizing your time while supporting others
Controlling Workplace Stress
- Defining stress, identifying your worst stressors, and determining your current stress level
- "Good" and "bad" stress
- Balancing your stress: ten stress-free tips
Conflict Management with Difficult People
- Tips for managing your "trigger" responses to challenging people, including those that are aggressive, non-assertive, and passive-aggressive
Communicating Effectively in All Business Situations
- Communicating your company's image electronically
- Assessing your vocal delivery strengths and areas for development
- Tips for communications clarity
- Tips for using positive language
Your Career Development
- Distinguishing between responsibility, authority and accountability
- Assessing your true career skills
- Preparing your own personal development action plan:
- Setting goals and deadlines
- Applying your learning back at the office
Working Materials
- Receive and extensive interpersonal skills guide4 for how to interact with and adapt to different styles more effectively
- Acquire access to an extensive reference material section
- Practise4 new techniques with the assistance of role-plays, group work, individual exercises and audio/visuals
Instructors
 Gail Levitt
Gail Levitt is a communications specialist educator at the Schulich School of Business, York University. With over 20 years’ experience in delivering lively and practical programs in interpersonal communications, intercultural communications, presentation skills, speed reading, negotiation skills, project management fundamentals, Gail continues to excel at providing participants with solutions to their complex questions.
Gail is a flexible and versatile workshop leader known for her ability to engage participants through creative exercises, stimulating discussion, and useful tools to enhance their work performance. Her extensive corporate experience enables Gail to provide participants with practical knowledge from real-life situations.
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