Office Administration

The Office Manager’s Roles and Responsibilities

• Identify your role as Manager and what your company requires of you
• Understanding the Administrator/Process Manager role
• The People/HR Manager Role
• The Project Manager Role

What does it mean to be an Office Administrator?

• Diversity in the Workplace
• Principles of Diversity
• Understanding the 4 Personality Types
• DISC profiles help you and your team:
• More about DISC
• DISC Questionnaire
• Assertiveness
• My Current Assertiveness Behaviour
• What is Assertiveness?
• A few of the benefits of acting assertively;
• Passive Behaviour
• Aggressive Behaviour
• Passive-Aggressive Behaviour
• Assertive Behaviour
• My Assertiveness Rights
• Assertive people tend to have the following characteristics
• Learning to be more assertive
• Assertiveness Techniques

Essential Communication Skills

• Effective Listening Techniques
• Keys to Effective Listening
• Barriers to Effective Listening
• Effective Verbal Communication Skills
• Barriers to Effective Communication
• Building Empathy
• Transactional Analysis
• Questioning Techniques
• Probing Techniques
• Negotiation Techniques
• Dealing with angry staff members
• Tips for Dealing with your own anger
• Defusing Conflict with staff members

Telephone Skills

• Core Contact Centre Principles
• Building Rapport
• Telephone Management Skills
• Telephone Etiquette
• What you say and what it means
• The Greeting
• Transferring calls and taking messages

Professional Documents

• Business Writing 101
• The 5 C’s of Business Writing
• Email Etiquette
• Report Writing
• Taking Minutes of Meetings
• Writing Comprehensive Agenda’s

Managing your Organizational Skills

• Plan and Organize well
• Develop filing systems
• Using electronic filing systems
• Scheduling and Roster Management tools
• Effective organizational tools
• Master the Art of Delegation
• Time Management, Planning and Prioritizing
• The Action Priority Matrix

Sourcing Quality Suppliers

• Controlling and evaluating ordering and distribution of office resources
• Evaluating supplier offerings
• Clarifying supplier performance contracts
• Monitoring supplier performance against SLA
• Building strong relationships with suppliers