As can be seen from the course outline below, the event is broken down by the day to broadly reflect the key components of the role. However, as you will discover when you attend the event, such skills and techniques will be required in a blended and integrated way as you meet the challenges of your workplace. Throughout the event, you will practice communication, organizational and planning skills on an ongoing and linked basis as you would within your normal working environment.

By the end of this course delegates will be able to:
• Identify the key components within the job role of the Office Manager/ Executive Assistant /
PA
• Practice the techniques and skills demonstrated on the event
• Discuss experiences with fellow delegates and learn possible techniques for advancement of
such skills in Facilitator led discussions
• Build an approach that suits their own individual style and workplace

Administrative personnel, Supervisors, Administration Officers, Secretaries, Administrative
Personnel, Clerks, Document Controllers, Executive Secretaries, Administrative Assistants,
Assistant Controllers, Data Loaders, Camp Admins, Projects Administrators, Technical Assistants,
Office Administrators & Managers, HR Officers, PA’s & Secretaries, Records Officers, Events
Planners & Designers, Event Managers, Project Coordinators, Customer Service Personnel,
Procurement Officers, Support Staff, anyone involved in office management and administration skills
and practices, Office Administrators, Office Professionals, Supervisors of clerical and administrative
staff, Executive Secretaries, Personal Assistants

This interactive Training will be highly interactive, with opportunities to advance your opinions and ideas and will include:
• Lectures
• Workshop & Work Presentation
• Case Studies and Exercise
• Videos and General Discussions

The Office Manager / Executive Assistant Role: An Overview
• An introduction to the program
• What are competencies and how can they help?
• Identifying common issues and challenges
• What makes you indispensable
• The changing world of the office manager
• The larger picture
• Managing changes in the workplace
• Personal qualities and skills of the office manager
Setting and Meeting Objectives
• Getting organized
• Effective time management
• Planning skills and project management
• Mind mapping for planning, projects and problem solving
• Allocating resources to tasks and projects
• Identifying and dealing with pressure points
Resource and Team Management
• Monitoring performance – team and self
• Team appraisals and reviews
• Embedding a new team member effectively
• Managing team issues
• Working through conflict
• The 9 traits of highly effective teams
• Coaching techniques
• Disciplinary issues
Communication Skills
• Building rapport and networking skills
• Body language
• Verbal, vocal and visual communication
• Dealing with difficult people

• Giving feedback
• Can you say No! assertive communication
• Effective telephone communication
The Working Day
• Presentation techniques
• Leadership skills
• Influencing styles
• Personal action plan

A RECTUS attendance certificate will be awarded to all participants who complete at least 80% of the total course duration.