Administrative Support

1 Getting Started
• Icebreaker
• Ground rules
• The parking lot
• Workshop objectives
• Action plans and evaluation forms

2 Getting Organised- Part 1
• Dealing with E-Mail
• Managing Electronic Files
• Keeping Track of the Paper Trail
• Making the Most of Voice Mail

3 Getting Organised- Part 2
• Keeping Your Workspace Organised
• Using a To-Do Book
• The Extra Mile:
Adding Project Management Techniques to Your Toolbox

4 Managing Time
• Managing Your Time
• Keeping Others on Track
• Maintaining Schedules

5 Getting It All Done on Time
• Prioritizing
• The Secret to Staying on Track
• Goal Setting

6 Special Tasks
• Planning Small Meetings
• Planning Large Meetings
• Organising Travel

7 Verbal Communication Skills
• Listening and Hearing: They Aren’t the Same Thing
• Asking Questions
• Communicating with Power

8 Non-Verbal Communication Skills
• Body Language
• The Signals You Send to Others
• It’s Not What You Say,
It’s How You Say It

9 Empowering Yourself
• Being Assertive
• Resolving Conflict
• Building Consensus
• Making Decisions

10 The Team of Two
• Working with Your Manager
• Influencing Skills
• What to Do in Sticky Situations

11 Taking Care of Yourself
• Ergonomics
• Stress Management
• Dealing with a Heavy Workload

12 Wrapping Up
• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations