People Skills For Secretaries

DURATION: Two Days

AIM

To provide Secretaries and PAs with an increased level of skills and understanding to enable them to become more effective in their roles.

PROGRAMME OVERVIEW

Delegates gain a greater insight into their own organisations and where they fit in the team. Interpersonal, communication, time management and decision-making skills will be developed.

CONTENT

DAY ONE
• The role of the secretary
• How I see myself
• How others see me
• How do I want to be seen
>> Making the transition
• Effective behaviour
• Building blocks to the programme
• Positive verbal and non verbal behaviour
>> Active listening and questioning techniques
• Personal development
• Assertion skills
>> Say what you mean without alienating others
• People skills (1)
• Communicating ideas clearly and concisely
>> Making and refusing requests
• Professionalism
• Company tailored case studies e.g.
• Telephone screening
• Demonstrating loyalty
• Written communication
DAY TWO
REVIEW OF PROJECT AND PROGRESS ACHIEVED
• Being pro-active
• Defining limitations
• Taking responsibility
• Pre-empting the diary
• Looking at the wider picture
>> Contingency planning
• Planning
• Diary
• Correspondence
• Meetings
>> Organisation and administration
• Prioritising
• Managing time V Urgent versus important
• Dealing with interruptions
• Managing demands
>> Practical exercises
• People skills (2)
• Creative problem solving
• Managing difficult behaviour
>> Dealing with anger and non-assertion
• Preparation for meeting with manager
>> (To clarify the role and set working objectives)

BENEFITS

Increased effectiveness in interacting with others, becoming more confident, using initiative and being proactive in producing timely quality work.

TARGET AUDIENCE

Secretaries and Personal Assistants who are required to provide pro-active secretarial support to managers and team members in a confident and professional manner. A follow up half-day includes participation from managers.

To find out more information about any course or programme, you can email us at info@completepeople.com, use the 'Find out more' link above, or call us now on 01329 888180.