Course Overview

The role of a secretary is essential for the seamless operation of any organization, ensuring that day-to-day tasks are managed efficiently and effectively. The course "Fundamentals of Secretarial Skills" is designed to provide participants with the essential tools and knowledge to perform secretarial duties with confidence and proficiency. Participants will learn key skills in scheduling, document management, professional communication, and the use of modern technologies to streamline office tasks. The goal of this course is to enhance participants' effectiveness, contributing to the success of their organization and creating a more efficient workplace.

Course Objectives

• Define and understand the key responsibilities of office management and administration.
• Implement effective verbal and written communication techniques to carry out tasks professionally.
• Develop a customer-oriented mindset to serve both internal and external stakeholders.
• Identify common stressors and apply effective techniques to manage them.
• Master time management strategies to improve office productivity.
• Organize and facilitate meetings with clarity and professionalism.
• Handle phone calls with professionalism and courtesy.

Course Outline

Day 1: The Role of Office Management and Administration

• Understanding the realities and expectations of an office administrator.
• The key competencies required for success in administrative roles.
• Developing a mindset for excellence: becoming a standout employee.
• Identifying and clarifying your role and responsibilities.

Day 2: Effective Verbal and Written Communication Skills

• Building credibility and earning recognition in the workplace.
• The importance of a positive, assertive attitude in communication.
• Strategies for presenting ideas effectively to management, colleagues, and clients.
• Key principles of professional business writing: structure, tone, and style.
• Understanding the expectations of your audience to achieve your communication objectives.
• Serving internal and external customers: understanding needs, overcoming service barriers, and handling complaints.

Day 3: Stress Management and Time Optimization

• Identifying causes and symptoms of stress and its impact on performance.
• Developing a comprehensive stress management plan tailored to individual needs.
• Techniques for managing time effectively, including goal setting and prioritization.
• Using time logs to track and improve time management strategies.
• Eliminating time-wasters to maximize productivity and efficiency.

Day 4: Organizing and Managing Meetings

• Key elements of a successful meeting.
• Preparing meeting agendas and managing common time wasters.
• Taking accurate meeting minutes and distributing key action items.
• Understanding the responsibilities of meeting leaders and participants.

Day 5: Professional Telephone Etiquette

• Demonstrating professional telephone behavior and communication skills.
• Active listening techniques for effective phone conversations.
• Steps for handling incoming calls with professionalism and clarity.
• Managing difficult callers with confidence and tact.
• Identifying common phone-related issues and solutions to resolve them.

Conclusion

By the end of this course, participants will have a thorough understanding of the essential skills needed for efficient secretarial work. They will be equipped to manage time, organize meetings, handle communications, and provide excellent customer service. Furthermore, they will have learned how to manage stress and enhance their productivity, enabling them to contribute to a positive and organized work environment.