Advanced Concepts for Total Quality Management

Day 1: The Office Administrator & Personal Assistant's Roles

• Understanding the competence model and key competencies for effective office administrators
• The evolving roles of executive secretaries and personal assistants
• Navigating organization structures and cultures for success
• Building and managing effective working relationships
   

Day 2: Time and Stress Management

• Identifying time stealers and assessing personal time management styles
• Techniques for helping others manage time effectively
• Managing interruptions and controlling access
• Prioritizing tasks and creating daily routines for optimal productivity
• Introduction to project management and progress monitoring
• Strategies for dealing with crises and managing stress
   

Day 3: Communication Skills

• Overcoming communication barriers and avoiding breakdowns
• Developing active listening and assertiveness skills
• Managing requests and conflicts effectively
• Effective delegation techniques for both giving and receiving tasks
• Providing and accepting constructive criticism
• Best practices for conducting and participating in meetings
   

Day 4: Desk Management

• Optimizing office layout and ergonomics for productivity
• Efficient information systems management
• Techniques for reducing the paper load and improving file organization
• Leveraging e-mail and office technology for maximum efficiency
   

Day 5: Written Communication Skills

• Effective report and letter-writing strategies
• Techniques for note-taking and writing accurate minutes
• Mastering editing and proofreading for professional documents
• Supervising administrative staff: motivation, coaching, and training
• Conducting effective appraisals to develop staff potential