Developing the Admin Role

Introduction

This course is suitable for all personnel within administrative band central support roles e.g. Regional Administration, Service Administration, Work Control and Secretarial functions. It is recommended that delegates have had at least six months experience in their present role.

The Course Covers

• The Communication Process
• How to avoid being misunderstood by understanding what happens when we communicate
• Probing and Negotiating
• The art of using the right questions to investigate and influence
• Telephone Handling
• What makes a good business and a professional image.
• A planned sequence to any call
• Decision Making
• A five point system to the decision making process
• Analysis of key factors and the importance of communicating in the process
• Key Time Activities
• Job purpose, key result areas and key performance activities examined and analyzed for individual roles.
• Work Planning & Prioritization
• Grading activities into A.B.C. tasks 'to do list'
• Urgency Vs Importance

Aims

At the end of the course, delegates will be able to:

• Increase the effectiveness of their contribution to the job by effective planning and prioritization
• Follow a systematic approach to taking decisions
• Select and use the most appropriate method of communication for all work needs
• Demonstrate professional business telephone behavior

Course Duration

Three days

Certification

Certificate of Attendance

London: 020 8819 9561
Manchester: 0161 660 7660
Glasgow: 0141 530 7710
or call free on 0800 31 88 35

e mail: info@trainingworld.co.uk

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