Competence Development for Office Managers, Administrators and Secretaries

• The role of the office manager and administrator
o Perception versus reality
o Competencies required for success
o What it takes to be a ‘star’ at work
o Identifying your role
• Effective verbal and written communication skills
o Improving credibility and gaining recognition
o Importance of having positive attitude
o Being assertive
o Selling your ideas to the boss, colleagues, subordinates and clients
o Preparing a professional presentation
o What constitutes professional business writing
o Style and layout
o Obtaining your objective with the reader
o Expectations of readers
• Serving the internal and external customer
o Understanding the needs of internal and external customers
o Removing services barriers
o Providing excellent service
o Breaking down the silo mentality
o Handling complaints
• Stress management techniques
o Causes and symptoms
o Identifying your stressors
o How stress affects performance
o Formulating a comprehensive stress management plan
• Managing time
o Identifying and eliminating time wasters
o Setting goals and priorities
o Using measures to control and improve your effectiveness
o Planning and managing time for self and others
o Preparing time logs and learning from them
• Organizing meetings
o Elements of an effective meeting
o Preparing the agenda
o Meeting common time wasters
o Taking minutes of meetings
o Responsibilities of meeting leaders and participants
• Using the telephone properly
o Professional telephone behavior
o Rules for good listening
o Steps in professional handling of an incoming call
o Dealing with difficult callers
o Identifying common phone problems and formulating solutions

FOR WHOM:
Human Resources Managers, Admin Managers, Senior Managers, Directors, Admin Officers and others who perform related functions.

1ST BATCH: Tuesday, February 10, 2026 — Friday, February 13, 2026.

2ND BATCH: Tuesday, June 2, 2026 — Friday, June 5, 2026.

3RD BATCH: Monday, September 28, 2026 — Wednesday, September 30, 2026.

The training methodology integrates lectures, interactive discussions, collaborative group exercises, and
illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical
experience, emphasizing the application of learned techniques. This approach ensures that attendees return
to their professional environments equipped with both the competence and self-assurance to effectively
implement the acquired skills in their responsibilities.