Administrative Assistant

Business Training Works, Inc.
Port Tobacco, MD, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' Keeping the boss organized, on time, and on track is often a challenge ¨C especially when you are not in charge. During this training program, participants will learn how to run a stellar office and stay in control, no matter how hectic the day gets. Additionally, they will discover how to build personal credibility, how to say no without closing doors, techniques for better listening, how to deal with difficult people, how to handle negative situations, and more. Skills practice exercises are interactive, allowing participants to practice what they have learned in a fun, high-energy environment. ¡°The Polished Administrative Assistant ¨C Keeping Those Around You Organized, On Time, and On Track¡± is the ideal program for those needing to improve their administrative assistant skills or for those looking for the extra business edge.

Program Objectives

As a participant, at this program’s conclusion you should be able to:
Describe appropriate office dress.
Demonstrate use of the telephone in a business environment: answer the phone, transfer a call, place a caller on hold, etc.
List steps for dealing with difficult people.
Describe the communication process.
Explain barriers to listening and how to overcome them.
Demonstrate the use of open and closed questions.
Rephrase blunt messages such as, ¡°I¡¯m busy,¡± for better communication.
Apply techniques for dealing with angry or upset people.
Describe basic time management skills.
Develop an action plan to improve communication skills.

Course Outline

Super Assistant - What the Boss Expects
This program begins with a discussion of what makes an effective administrative assistant, how to avoid classic mistakes, and how to get the boss to communicate clearly and give good instructions.

Building Personal Credibility - Understanding Different Communication Styles and Different Kinds of Bosses
Module two shifts the focus inward to each participant’s personal communication style. Using the Business Training Works’ signature diagnostic tool, The Communication Jungle, participants will learn to identify their own behavioral styles, the styles of their boss or bosses, and how to adjust for better communication.

It’s Not What You Say... - Rephrasing for Better Relationships
Learning the lesson "it’s not what you say but how you say it," is one that takes some people years to understand. In this module, participants will learn how to finesse language so that it will be better received in conversations and in writing. Special emphasis is placed on learning to say "no" in ways that reduce conflict and eliminating phrases such as, "that’s not my job," and "I don’t know."

Tools of the Trade - Voicemail, Email, Memos, and More
When used poorly, certain office communication tools designed to improve business communication do exactly the opposite. Anyone who has ever sent a misinterpreted email can attest to this fact. From writing style and grammar to telephone etiquette, this module reviews office communication tools and how to use them for maximum effectiveness.

Professional Presence - Looking and Acting the Part
This mini etiquette module reviews appropriate office attire and workplace behavior. Participants will review wardrobe selection, speaking habits, personal habits, and more.

Difficult Personalities and Difficult Situations - Dealing with the Challenging
This program concludes with case study evaluations of ways to deal effectively with difficult personalities and difficult situations. From bad instructions to yellers, participants will discuss better ways with which to communicate and manage those whose actions make the process harder, despite their position within an organization.
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Phone:301.934.3250

School Address:

9015 Katie Court . Port Tobacco, MD 20677 USA

Jobs & Resumes: Port Tobacco
Houses & Roommates: Port Tobacco

Workplace Diversity
Team Building
Customer Service Telephone Skills
Coaching for Customer Service
Supervision Skills For Managers
CUSTOMER SERVICE EXCELLENCE
Basic Supervision
Time Management
Organizational Skills
Stress Management
Creativity and Critical Thinking
Sales Training
Train the Trainer
Presentation Skills
Technical Presentation Skills

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