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50 - LONG - Long-Term Programs


LONG 535 - Organizational Development and Office Management Skills (12 Weeks)

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Course Description

Office management and organization involves designing, implementing, and improving the process of work within an office. This course covers the skills needed by office managers to maintain an impressive workflow at the office. It starts with basic skills gradually till the advanced ones. By the end of the course, participants will learn techniques that make them valuable staff at their organizations. 

Course Objectives

  • Understanding the basic roles of an office manager 
  • Learning the various communication means 
  • Performing the necessary financial skills required by secretaries 
  • Understanding the different personality types to understand one’s self and colleagues 
  • Managing stress successfully 

Who Should Attend?

  • Office managers 
  • Secretaries
  • Supervisors 
  • Who regularly takes on office management responsibilities
  • Those who are in existing office management positions

Course Details/Schedule

Week 1

  • Introduction to office management 
  • Roles & responsibilities of an office manager 
  • Clarifying expectations
  • Identifying common issues and challenges
  • Maintaining a good organizational environment
  • Dealing with the organizational hierarchy
  • Creating opportunities to increase responsibilities
  • How to handle emotions and feelings in a professional way
  • Business etiquette 

Week 2

  • Working efficiently and effectively
  • Time management
  • Increasing productivity
  • Work simplification
  • Tickler Files
  • Swiss cheese method
  • To do lists
  • Chronological files
  • Bookkeeping
  • Filing systems
  • Filling electronic or paper documents
  • Naming records  
  • Reviewing and destroying records
  • Office safety and health

Week 3

  • Telephone systems and techniques
  • What your voice says about you?
  • Placing or receiving domestic & international calls 
  • Creating conference call
  • Learning to listen
  • Taking and canceling appointments
  • Taking messages
  • How to manage a difficult caller?
  • Answering calls for others who are away from their telephones
  • Use of telephone directories
  • Handling visitors effectively
  • Pointers in handling receptionist duties
  • Handling expected visitors (those with appointment)
  • Handling unexpected visitor (those without appointment)
  • Visitor’s hospitality 

Week 4

  • Interpersonal communication
  • From interpersonal towards organizational communication
  • The different levels of business communication
  • Effective communication – Written & spoken
  • How to get your message across firmly and fairly
  • Best practice communication model
  • Email communication
  • 1 on 1 scenarios
  • Effective business writing
  • Writing instructions and process guides
  • Getting your hands on the information you need

Week 5

  • Writing an accurate and effective report 
  • The types of business reports 
  • The basic elements of business reports
  • Steps to writing an effective business report
  • Technical skills in preparing reports
  • Essential rules for preparing reports
  • The difference between informative reports and analytical reports
  • The three basic steps in writing a managerial report
  • Reports different criteria
  • Understanding the informative reports
  • Understanding the analytical reports
  • Creative ways for presenting reports 
  • Different types of business letters
  • Writing business letters effectively
  • Negotiation skills
  • Conflict resolution – suggested strategy and outcomes
  • Dealing with different types of personalities

Week 6

  • Making travel arrangements
  • Airline reservations
  • Steps to be followed when making airlines reservation
  • Making hotel reservations
  • Preparing an itinerary
  • Interior office operations
  • Materials to be prepared for the boss
  • International travel
  • Follow-up
  • Travel procedure
  • Transportation

Week 7

  • Logistics: The art of effective planning & organizing
  • How to plan 
  • The importance of robust project management skills – and how to implement them
  • Organizing and structuring processes and procedures
  • Problem solving techniques 
  • Decision making techniques 
  • The Six Thinking Hats
  • Brainstorming rules and techniques

Week 8

  • The value of time management
  • Flexible time management 
  • Self and others time management practices 
  • Recognizing self-time management style
  • Assessing time spending 
  • Improving time management
  • Working with other styles of time management
  • Managing key time-wasting factors 
  • Time management planning tool
  • Delegate tasks to the right people 
  • Performance monitoring
  • Work-life balance 
  • Adaptive time management
  • Learn how to say ‘no’ (nicely) and mean it

Week 9

  • Prioritizing – How to cram 24 hours into a morning
  • How to prioritize in a way that works for you?
  • How to defend your time from institutional and colleague attacks?
  • Dealing with pressure & stress
  • Coping with difficult problems
  • The importance of keeping things in perspective
  • Dealing with crisis scenarios
  • Practical breathing techniques

Week 10

  • Security awareness in offices
  • What are the dangers and threats?
  • Your roles and responsibilities
  • Physical security considerations
  • Human security considerations
  • Digital security considerations
  • Incident response and resolution

Week 11

  • Ethics in the workplace
  • Ethical dilemmas
  • Confidentiality and disclosure of company information to external parties
  • A guide to accepting or offering gifts or favors
  • Correct actions when a bribe is solicited by a customer, client or supplier
  • Appropriate use of the organization recourses
  • Respecting Racial & Ethnic Differences in the Workplace
  • Handling personal issues in the workplace

Week 12

  • Secretarial Accounts
  • Principles and practices of basic accounting
  • Financial statements analysis
  • Profit and loss
  • Balance sheet
  • Cash flow statement
  • Banking
  • Petty cash
  • Maintaining excel sheet