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49 - LONG - Long-Term Programs

LONG 513 - Office Management Skills (26 Weeks)



Course Description

A professional office manager effortlessly combines a diverse range of responsibilities ensuring that office processes and activities are efficiently and smoothly managed. This course will help you develop an assertive and organized approach to managing people and processes in your office, to facilitate harmonious and productive working. It includes key management skills and planning techniques to improve information flow and achieve objectives

Course Objectives

  • Understanding best practice in key office procedures
  • Learning roles and responsibilities of office personnel
  • Being familiar with the working relationships
  • Developing personal organization and interpersonal skills
  • Being able to manage office communications and meetings
  • Learning how to manage time and prioritize structures
  • Being familiar with staff performance and motivation

Who Should Attend?

  • Office administrators 
  • Office managers  
  • Secretaries 
  • Records officers 
  • Events planners/designers 
  • Event managers  
  • Project coordinators      
  • Office managers/HR officers 
  • Supervisors   
  • Customer service personnel  
  • Procurement officers
  • Anyone who is responsible for the operation of the office

Course Details/Schedule

Week 1

The office

  • The modern office
  • The office
  • The business enterprise
  • The different kinds of business enterprise
  • The business organization:
  • The most common forms of business organization
  • The sizes of business organization
  • The five elements of a business organization (5 M’s)
  • The business information
  • The office staff
  • The office workers
  • The factors to be considered when choosing the kind of company you want to be connected with
  • The two kinds of business entity
  • What are the different government exams that a secretarial graduate should take and pass?
  • Advantages of office work
  • Specific skill requirements for office jobs
  • Categories of office career and job classifications under each category
  • Duties and responsibilities of office workers
  • Student activities

Week 2

Defining the role of the office manager

  • Understanding the core components of the office manager role:
  • Functions
  • Roles
  • Responsibilities
  • Clarifying expectations
  • Identifying common issues and challenges
  • Student activities

Week 3

Defining Personality and personality development

  • Image, dress, and tact
  • Assessing and understanding one own personality
  • Understanding fellow workers and developing a good interpersonal relationship
  • Dealing with difficult people and difficult situations
  • Confidentiality
  • How to project an image of self-confidence and professionalism?
  • Self development for the future
  • Student activities

Week 4

Human relations in business

  • Human relations defined
  • Public or business relations defined
  • Two kinds of human needs
  • The secretary’s role in public relation
  • Factors affecting public relations
  • Ten Commandments of human relations
  • Employer-employee relationship
  • Student activities

Week 5

Working efficiently and effectively

  • Definition
  • Organizing your desk
  • Time management
  • Increasing productivity
  • Work simplification
  • Schedules
  • Tickler Files
  • Appointments
  • Swiss cheese method
  • Messages
  • Mail
  • To do lists
  • Chronological files
  • Office safety and health
  • Student activities

Week 6

Telephone systems and techniques

  • Telephone technology
  • Keyphone phone system
  • Receiving a call
  • Placing a call
  • Placing domestic calls
  • Conference call
  • Placing long distance calls
  • Learning to listen
  • How to manage a difficult caller?
  • Answering calls for others who are away from their telephones
  • What your voice says about you?
  • Use of telephone directories
  • Student activities

Week 7

Handling visitors effectively

  • Pointers in handling receptionist duties
  • How to handle expected visitors (those with appointment)?
  • How to handle unexpected visitor (those without appointment)?
  • How to make appointments?
  • How to avoid conflicts when preparing appointments?
  • How to cancel appointments?
  • How to make records of visitors?
  • How to make the visitor feel comfortable?
  • What to do and what to say when handling different kinds of visitors?
  • Student activities

Week 8

Business meeting

  • Planning for the meeting
  • Date and time
  • List of attendees
  • Location of meeting
  • Guest speaker or speakers
  • The agenda
  • Finalizing meeting arrangements
  • Use reminder systems
  • Taking, preparing and distributing minutes of the meeting
  • The corporation minutes
  • Conventions
  • Documentation
  • Professionalization of manpower for meeting and conventions
  • Student activities

Week 9

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
  • Student activities

Week 10

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
  • Student activities

Week 11

Logistics – The art of effective planning & organizing

  • How to plan – a step by step framework for success?
  • The importance of robust project management skills – and how to implement them
  • Documentation control – ensuring you have the facts at your fingertips
  • Organizing and structuring processes and procedures
  • Problem solving and decision making
  • Student activities

Week 12

Mastering time & workflow management skills

  • Review how you spend your time through a self audit exercise
  • Develop a systematic way of managing a workflow
  • Identify your personal ‘time stealers’
  • Avoid ‘hurry sickness’ and be aware of your greater goals
  • Learn how to say ‘no’ (nicely) and mean it
  • Work at an optimum level to ensure successful outcomes
  • Realize personal skills required to use time more effectively
  • Student activities

Week 13

Essential negotiation skills – Forging win/win outcomes

  • The critical importance of robust negotiation skills
  • Understanding your counterpart
  • Learn your strengths and play to them
  • Tactics and counter tactics
  • Student activities

Week 14

Effective communication – Written & spoken

  • How to get your message across firmly and fairly
  • Best practice communication model:
  • Email communication
  • Meetings
  • 1 on 1 scenarios
  • Effective business writing
  • Writing instructions and process guides
  • Getting your hands on the information you need
  • Student activities

Week 15

Influencing across your organization

  • The role of influencing within modern organizations
  • Influencing upwards
  • Influencing across business functions:
  • Influencing teams
  • Influencing individuals
  • Student activities

Week 16

Prioritizing – How to cram 24 hours into a morning

  • How to prioritize in a way that works for you?
  • Best practice time management techniques
  • How to defend your time from institutional and colleague attacks?
  • Practical steps for increasing productivity and efficiency
  • The importance of effective delegation
  • Student activities

Week 17

Managing change – Gaining commitment

  • How to introduce change painlessly?
  • Up-selling change as a positive
  • Pre-empting and managing potential negative impact
  • Learn to cope yourself
  • Student activities

Week 18

Taking control – Stick to your guns

  • Understanding and maximizing your personal strengths
  • Harnessing the unique strengths of others
  • Don’t get panicked by rank into changing your tack
  • Student activities

Week 19

Dealing with difficult situations – People & emotions

  • Dealing with the organizational hierarchy
  • Coping with those who know better
  • How to handle emotions and feelings in a professional way?
  • Conflict resolution – suggested strategy and outcomes
  • Dealing with the human crisis
  • Student activities

Week 20

Dealing with pressure & stress

  • Coping with difficult problems
  • The importance of keeping things in perspective
  • Dealing with crisis scenarios
  • Practical breathing techniques
  • How to handle your own stress?
  • Coping with others in stress
  • Student activities

Week 21

Resource and Team Management

  • Allocating human resource to tasks and projects
  • Monitoring performance team and self
  • Team Appraisals and Reviews
  • Embedding a new team member effectively
  • Managing team issues
  • Coaching techniques
  • Disciplinary issues
  • Prioritization approaches and techniques
  • Student activities

Week 22

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
  • Student activities

Week 23

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
  • Student activities

Week 24

Entertainment etiquette

  • Office Etiquette
  • Meeting Etiquette
  • Etiquette on Business Travel
  • Conversation etiquette for business lunches or dinners
  • Respectable behavior when socializing with staff and management
  • Common dining etiquette mistakes
  • Practicing office etiquette
  • Office relationships
  • Developing positive relationships with co-workers
  • Avoiding rumors and gossip
  • Developing relationships with superiors and staff
  • Student activities

Week 25

Dealing with managers, colleagues and staff

  • Understand how business hierarchy is structured
  • Know how seniors expect to be treated
  • Discover how to give and receive credit and compliments
  • Understand reporting lines and their importance
  • Avoiding overt involvement in office politics
  • Handling the rumor mill and office gossip
  • Disability etiquette – the importance of empathy and courtesy
  • Student activities

Week 26

Traveling for business

  • The courteous traveler
  • Being a courteous traveler
  • Being courteous on an airplane, on a train, or in a car
  • Following the rules of etiquette at hotels
  • International travel
  • Understanding cultural orientation
  • Showing respect to your hosts
  • Student activities