The Role of the Office Manager/Administrator

• Perception versus Reality
• Competencies Required for Success
• What it Takes to Be a Star at Work
• Identifying your Role

Effective Communication Skills

• Improving Credibility and Gaining Recognition
• Speaking and Listening
• Being Assertive
• Selling your Ideas to the Boss, Colleagues, Subordinates and Clients
• Preparing a Professional Presentation

Written Communication

• What Constitutes Professional Business Writing
• Style and Layout
• Obtaining your Objective with the Reader
• Reader's Expectations

Stress Management Techniques

• Causes and Symptoms
• Identifying your Stressors
• Formulating a Comprehensive Stress Management Plan

Organizing Meetings

• Elements of an Effective Meeting
• Preparing the Agenda
• Taking Minutes

Serving the Internal and External Customer

• Understanding the Needs of Internal and External Customers
• Having the Right Attitude
• Providing Excellent Service
• Handling Complaints

Managing Time

• Identifying and Eliminating Time Wasters
• Setting Goals and Priorities
• Using Measures to Control and Improve your Effectiveness
• Planning and Managing Time for Self and Others
• Preparing Time Logs and Learning from Them

Using the Telephone Properly

• Professional Telephone Behavior
• Rules for Good Listening
• Dealing with Difficult Callers
• Identifying Common Phone Problems and Formulating Solutions