Course Outcomes

This course for administrative and executive assistants will:

  • Provide participants with a thorough understanding of the skills exceptional administrative assistants consistently demonstrate.  
  • Outline steps for building credibility.
  • Recommend strategies for managing time.
  • Suggest methods for clarifying what’s expected and keeping others informed of a project’s progress.
  • Give suggestions for supporting different kinds of bosses.

Course Overview

Top administrative professionals know how to manage processes and people, no matter how hectic the day gets. This course is designed to help those in an administrative role to develop those skills. During this workshop, participants will discover how to build their personal credibility, say “no” without closing doors, use techniques for better listening, deal with difficult people, handle negative situations, and more. The seminar’s skill-building exercises are interactive and allow participants to practice what they have learned in a fun, high-energy environment. 

Program Objectives

At this program’s conclusion, participants should be able to:

  • Describe how words and appearance work in tandem to affect credibility.
  • Articulate what people generally expect from their assistants.
  • Clarify instructions and confirm expectations.
  • Better manage their time.
  • Demonstrate how to professionally answer the phone, transfer calls, place callers on hold, and leave voice messages.
  • Write professional email on behalf of themselves and others.
  • Tailor their approach to communicating when interacting with a range of people.
  • Apply proven tactics for professionally dealing with difficult situations.
  • Develop an action plan to improve communication.

The following outline highlights some of the course’s key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Workshop Outline

See and Say: Got Credibility?

This workshop begins with a discussion about credibility and how what we say and what people see influence the impressions others form of us. Following that discussion, we will identify specific behaviors that can build or erode a professional reputation.

Super Assistant: What the Boss Expects

You can’t be fabulous or first rate if you don’t know what’s needed from you. This portion of the program covers general guidelines and a process for getting on the same page with others. The segment looks specifically at language administrative professionals can use to clarify information and confirm their understanding of others’ expectations.

The Great Balancing Act: Staying On Time and On Track

Top administrative assistants know they must manage their own time while simultaneously helping others do the same. This course component explores tools for prioritizing, planning schedules, managing delegation, and communicating a project’s status to others. In this part of the program, we’ll also talk about the value of checklists and sharing information with others in a similar role for the purpose of developing protocols and staying consistent across an organization.

Tools of the Trade: Voicemail, Email, Memos, and More

When used poorly, certain office communication tools designed to improve business communication do the exact opposite. Certainly, anyone who has ever sent a misinterpreted email can attest to this fact. From email etiquette to telephone skills, this seminar segment reviews office communication tools and how to use them appropriately.

You’ve Got Style!: Understanding What Makes People Tick

Our next seminar segment looks at people styles and tactics for adapting to different communication preferences. Using Business Training Works’ signature diagnostic tool, The Communication Jungle, participants will learn how to identify their style preferences and the preferences of those they support. Next, we will talk about specific actions for adapting to different types of people in order to improve communication.

Respect: Staying Professional During Difficult Interactions

Not every workplace relationship is a union made in heaven. The fact is, some people are simply downright difficult. While in an ideal world, they are coached and counseled, that doesn’t always happen in a timely manner or in some cases ever. In the meantime, the executive assistant needs to manage the relationship. This final part of the workshop looks at tactics for working professionally with difficult people.  

By the end of this program, participants will understand what it takes beyond technical skills to be a first-rate administrative assistant to all kinds of bosses.