This course is designed to provide the candidates with the opportunity to review and develop
interpersonal and professional skills needed to do their jobs effectively, thereby contributing to
personal and organizational success. It covers the strategies, tools, and technologies used to
capture, categorize, manage, store, preserve (archive), and deliver documents and records in
support of business processes, as well as the core components of ISO 15489. You will be more
able to explore in more detail the issues involved in meeting responsibilities for managing
documentation and records.

By the end of the course, participants will be able to:
• Extend understanding of roles as office managers and administrators and the key
contribution they make to achieve success
• Review and develop organizational, communication and interpersonal skills
• Develop an action plan to work in more effective and efficient ways
• Understand the key concepts and overall architectural scope of records and document
management
• Develop business cases and business requirements for records management systems
• Identify the business drivers for improving document and records management
• Determine how document and records management can be implemented
• Assess the implications of technologies, including Enterprise Content Management (ECM)
on document and records management
• Understand the key concepts and overall scope of ISO 15489 and how to apply ISO 15489

Administrative, Secretaries, Clerks, Document Controllers, Executive Secretaries,
Administrative Assistants, Assistant Controllers, Data Loaders, Camp Admins, Projects
Administrators, Technical Assistants, Office Managers, anyone involved in office management,
administration skills and knowledge and are interested in understanding document and
records management best practices and how it can be implemented successfully

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

Roles, Competences & Personal Effectiveness
• Introduction and objectives
• Action planning
• The ‘competence’ model of skills, behaviors and values
• Personal competence review
• Time management constraints: resources, systems, other people and self
• Handling requests and conflicting priorities
Team Working, Communication, Meetings, Team Working & Team Roles
• Briefing skills – giving, receiving and passing on
• Organizing, and participating in meetings
• Notes, minutes and follow-up
Managing Working Relationships, Communication Skills & Supervising Admin Staff
• Giving and receiving delegation
• Coaching and training colleagues and staff
• Communication and listening skills
• Building rapport
• Developing a network of working relationships
• Assertiveness and conflict
• People problems and problem people
• Helping others perform

• Practical motivation
• Criticism skills
Managing Time, Desk Management, Office Technology & Writing Skills
• Planning and priority setting
• Office layout and ergonomics
• Managing the paper-load and developing paperless systems
• Getting the best from office technology
• Letter writing
• E-mail efficiency and etiquette
• Writing and editing reports
• Proof-reading skills
• Setting up, developing writing layout and style guidelines for the organization
• Writing and designing presentation slides
Managing Information & Budgets
• Principles of information management – scheduling, filtering and digesting
• Interpreting and presenting statistical information
• Designing and using graphs
• Designing surveys, presenting findings and interpreting meaning
• Basic concepts of financial management
• Monitoring budgets and variance
Improving Customer Service & Systems
• What is customer service?
• How to improve customer service and systems
• How to achieve continuous improvement
• Action planning
Strategy & Understanding Key Elements of Documents & Records Management
• Introduce document and records management
• ISO 15489 Part 1 and Part 2 overview
• Business case and drivers
• Business requirements for managing document and records
• Managing information as an asset
• Understanding the terminology
• Document and records management strategies
• Information governance

Concepts and Set-up Components
• Document and records life-cycle
• Capture and storage management
• Storage and handling
• Preservation and archiving
• Metadata and indexing
• Classification schemes
• Searching and retrieving
• Controls and security
• Legislation, standards and regulation
Process & Delivery
• Information gathering: audit and survey
• Building a business case
• Defining business requirements
• ISO 15489 Part 1
• How to set ISO 15489 policies and standards
• Assigning responsibilities and authorities
• Establishing procedures and guidelines
• Business classification scheme
• IT infrastructure details
• Model office and rollout
Implementation Planning
• Implementation planning
• ISO 15489 Part 2
• Designing, implementing and administering specialized systems for managing records
• Integrating records management into business systems and processes
• Information audit: monitoring compliance
• Project and program planning

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