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ADMINISTRATIVE

SUPPORT

COURSE

WELCOME TO OUR ADMINISTRATIVE SUPPORT 

COURSE OUTLINE

Administrative assistants are a key part of most office environments. They work quietly in the background, ensuring that the business runs smoothly and efficiently. This workshop will give new administrative assistants tools that will make them that person that the office can’t live without. Experienced administrative assistants will learn new tools that will make them more efficient and valuable than ever. In the Administrative Support course, participants will learn the core skills that will help them use their resources efficiently, manage your time wisely, communicate effectively, and collaborate with others skillfully. The practices presented in this course may take time to be a part of your daily work routine. However, making the commitment to consistently apply the concepts every day is the key to changing and adopting new behaviors in a short amount of time.

Listening and Hearing Aren’t the Same Thing

When someone approches you to talk, do the following:
 

  • Disengage from whatever you are doing and face the person

  • Do not answer the phone when it rings, unless this one you were waiting for and ask the person if you could answer the phone

  • Use a note pad to jot important things down

  • Summarize the conversation

  • Keep eye contact

  • Ask questions

  • Avoid thinking ahead or focusing on what your are going to say next

Dealing with Email 

The READ technique allows you to process emails in the following manner:

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  • Read

  • Evaluate

  • Act

  • Delete

Communicate with Power when Delivering a Presentation: 

  •  Plan before you talk

  • Develop a goal for why you are talking

  • Use good posture and body language when talking, keep your hands to the side or strategically placed in front of you.  Do not wave them around constantly  

  • Be concise in the delivery

  • Avoid speech fillers (ex. Ahh, umms)

  • Use stories or anecdotes to get your point across, the audience will always remember how you made them feel more than what you said

Being Assertive

Make the most of voice mail

Here are some steps you can take to ensure you are making the most out of your voice mail:

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  • Plan times during the day to make your calls instead of being random.

  • Before you make your calls summarize the nature of each call and write it down.

  • Have a prepared greeting with you name, time of day and contact information

  • Make your message short

  • Before giving instructions or information the recipient has to write down, tell them to get a pen ready and pause for a few seconds so they can prepare.

  • Always be professional and use common courtesies. 

PEACE techniques to building consensus:

  • Problem defined.

  • Everyone vents thoughts respectfully.

  • Alternatvie solutions explored.

  • Choice is made.

  • Everyone agrees to support the solution.

Its Not What You Say, Its How You Say it

Our tone is often times difficult to detect.  That is because it is usually a result of our environment.  Many times we are in the middle of getting something done or concentrating on a task and we are not in the interaction mode.  Perhaps we are having a stressful day and we are stewing in it to the point that we are frustrated.

Next time, try the SMILE technique:

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  • Smile first

  • Make eye contact

  • Initiate the conversation

  • Lighten up

  • Energize the conversation

Here are some five tips we call the Five B’s  to becoming or demonstrating more assertiveness in your work life:
 

  • Be involved in the converation. 

  • Be brief.  Being to the point demonstrates confidence in what you are saying.

  • Be positive with your body language. 

  • Be direct. 

  • Be calm in confict.

Being assertive takes time to develop.  Practice a little at a time.  You want to avoid becoming a sherman tank and run everyone over.  

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