Administrative Assistant Training | Executive Assistant Training

The Polished Administrative Assistant: Keeping Those Around You Organized, On Time, and On Track

Program Overview

Keeping the boss organized, on time, and on track is often a challenge, 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, say "no" without closing doors, use techniques for better listening, deal with difficult people, 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 - 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

At this program's conclusion, participants 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.

The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

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

Unit 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

The lesson "it's not what you say but how you say it" is one that takes some people years to understand. In this segment, participants will learn how to use language so that it will be better received in conversations and in writing. They will also learn to say "no" in ways that reduce conflict and eliminate 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 component reviews office communication tools and how to use them for maximum effectiveness.

Professional Presence: Looking and Acting the Part

This mini etiquette demonstration covers appropriate office attire and workplace behavior. Participants will review wardrobe and accessory selection, speech habits, grooming, personal behavior, and more.

Difficult Personalities and Difficult Situations: Dealing with Challenges

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 in which to communicate and manage those whose actions make the process harder, despite their position within an organization.

By the end of this program, participants will understand (in addition to good technical skills) what it takes to be a first-rate administrative assistant to all kinds of bosses.