Administrative Staff Development

PROGRAM :Administrative Staff Development with Service Excellence

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INTRODUCTION

Today, the roles of administrative staff are not only about taking direction from their bosses, but encompass a great deal of activities to assist the boss. Administrative staff should be well versed not only in clerical and stenographic responsibilities, but also act as a communicator and an expert planner. The performance of the administrative staff reflects the effectiveness of their bosses, therefore requiring both parties to work together interdependently. Administrative staff of today are unlike the yesteryears – more challenges as well as opportunities await them. They have what it takes to develop themselves for the new millennium.

COMMON ISSUES

Not Being Proactive
Confining their responsibilities to just following instructions
Lacking self esteem
Not looking ahead to prepare themselves for future prospects
Lack of teamwork
Do not know how to work in harmony with other departments and colleagues
Poor working attitude

METHODOLOGY

Highly interactive and participative. Workshop based, Role plays

WHO SHOULD ATTEND?

All levels of clerical or administrative staff

OBJECTIVES

Be able to establish a better working relationship with their bosses and others.
Be equipped with the necessary tools for performance management and to improve efficiency.
Be able to develop themselves for the better.
Encourage the participants to be more professional and well groomed
Adopt a more positive attitude towards themselves and others.
Be able to apply the appropriate business etiquette and protocols
Be able to improve use of their time and other resources
Develop a POSITIVE ATTITUDE within themselves and adopt a CUSTOMER SERVICE ATTITUDE.
Always have a SENSE OF URGENCY on matters pertaining to customers.
Be trained on how to be MORE FRIENDLY, COMPASSIONATE & CARING towards customers.

COURSE CONTENT

Creating a winning Image

•Correct Etiquette and Protocols

•Communicating effectively

•How to dress appropriately

Building a Productive Subordinate - Supervisor Relationship

•Expectations

•Managing for Results

•Maximising Individual Relationships

•Matching Maturity Level to Leadership Styles

•Administration

Effective Telephone Techniques and Courtesies

•Making Positive Impression

•Knowing the Appropriate Ways of Responding to People

•Techniques of Probing

•Techniques of Informing

Time Management

•Telephone and their Interruptions

•Inadequate Planning

•Personal Organisation (and Disorganisation)

Effective Filing

•Organizing your files

•Proper labeling of files

•Organizing contents for easy retrievability

Effective Follow-ups

•31-day System; Six Folders System; and Normal Filing System

•Identification and Segregation

•Designating Retention Period

•Using Planners Effectively

Laying the Foundation for Customer Service

Defining the Role of Customer Service

Fostering Customer Service Attitude & Image

Setting Customer’s Expectations

•Product knowledge- the need for it

•Who are your customers?

•Understanding their expectations and needs

•What every customer wants to hear

•Rights of customers

Steps in Handling Complaints

Techniques to Handle Customers

•Handling customers with an “Attitude”

•Handling Irate Customers

COURSE TRAINER

Ms Maria Rufina (Maria), has been committed to the arena of training and consultancy for the past nine years.

Her specialty in training is in navigating the course of her training materials right down to the implementation stage. “Strategies that work, solutions that matter, results that last” make up key words which define Maria’s dedication into her scope of work which concentrates her efforts into identifying and implementing effective solutions for organizations.

Her services in Performance Management ranges from training on Performance Appraisal & Performance Management for companies such as Goodway Rubber Industries, Murata Electronics, & Pembinaan Kekal Mewah, Sabah. Apart from training, Maria had also assisted several companies in the development of Performance Management System, Appraisals and Competencies.

COURSE FEES

In-House Course Fee :	Call 6016-216 1383 (Mr. Jimmy Ong) or Fill in Inhouse Request Form	Inhouse Course Request Form
Public Course fee:	To Be Advised	Public Course Registration
Date/s :	TBA (2 Days Program)
Time :	9am – 5 pm daily
Venue :	In House/Hotel/TNI Centre