THE ADVANCED MASTERCLASS FOR EXECUTIVE ASSISTANTS, FRONT DESK, CUSTOMER EXPERIENCE, AND PAS, 12TH – 13TH SEPTEMBER 2024 AT THE SAROVA STANLEY HOTEL, NAIROBI, KENYA
Whether you are a new or an experienced office manager, it is easy to get overwhelmed by the multiple roles and responsibilities expected of you in the modern workplace. This dynamic and essential training course will help you see yourself and your office management role from a fresh new perspective.
DESCRIPTION
This training course will enhance your admin skills and enable you Cope with greater responsibility by addressing the organizational challenges. It will also help you to influence and benefit those around you with your enthusiasm and personal example, with your clarity and vision and with your clear, confident and considerate communication. No matter what your job description, with honed administration skills, you can definitely do more, be more and achieve more for yourself and your company.
COURSE OBJECTIVES
Top 4 Learning Objectives:
- Develop skills to navigate generational dynamics, ensuring effective communication and collaboration between different age groups, from Baby Boomers to Gen Z, in your professional environment.
- Discover practical tools and techniques that will help you manage your workload and relationships more successfully and improve productivity.
- Explore strategies to reduce conflict and learn to deal effectively with difficult situations and people, including understanding and addressing generational differences in the workplace, particularly with Gen Z.
- Provide a high level of administrative support by enhancing your ability to manage change, plan and coordinate workflow, and build an effective, multi-generational team.
By the end of this training course participants will be able to:
- Understand how your role as Executive Secretary, PA, Administrator or Office Manager contributes to organizational success
- Build an effective work team
- Plan and coordinate workflow and productivity
- Become a change champion and manage change effectively
- Interact with people in ways which reinforce positive working relationships
- Manage personal emotions and stress
- Manage conflict, difficult situations and people, with ease
- Deliver presentations to small groups with maximum effect
- Recruit, select and induct new staff who will work effectively with your team
Who is this Training Course for?
This course is suitable for a wide range of professionals but will greatly benefit:
- Office Managers
- Coordinators
- Supervisors
- Team Leaders
- Secretaries and PA’s
- Project Managers
- New leaders
- Senior Administrators
- Organisation Reps
- Managerial Assistants
THE COURSE CONTENT
1. WORKING IN THE EXECUTIVE
It is important to understand the vision of the organization and the role of your Executive’s Office as a front to internal and external stakeholders
- Obtaining specific instructions
- Filing manually and electronically
- Taking initiative
- Taking responsibility
- Controlling and ensuring that events occur in conformity with plans
- Welcoming important guests
- Identifying important non-verbal gestures
- Representing your superiors
2. STRATEGIES FOR EFFECTIVE OFFICE MANAGEMENT
In order to support your role in the Executive office, one is expected to streamline processes in your office so that Information and communication is efficient. The proactive PA will use the available pool of resources to her/his advantage whilst retaining a sound relationship with internal and external stakeholders
- Electronic Diary Management
- Electronic Ticketing
- 12 tips for superior/PA synergy
- Managing access to your Superior
3. MANAGING MEETINGS WITH CONFIDENCE
The goal of every PA/Executive Assistant is to get the Most out of the meeting in the least amount of time
- Preparing and planning for meetings
- Invitations and agenda
- Punctuality and Hospitality
- Minute Taking and Distribution
- Guidelines of teleconferences and video Conferences
- Venues- equipment and visuals
- Identifying urgent messages that interrupt meetings
4. HANDLING CONFIDENTIAL INFORMATION
All organizations must be aware of the various types of Information that it handles whether this constitutes sensitive confidential and classified information. A thorough information audit is necessary to ascertain the:
- Understanding internal policy
- Maintenance of paperwork
- Recommended base practices
- Data ownership and responsibilities
Sources of confidential information - Accessibility and re-enforcing individual obligations
- Disposal and retention of confidential information
5. BUILDING HUMAN RELATIONS
This programme will give Managers and Leaders the necessary skills to build good Interpersonal relationships with their teams. It will also give team members a base for future communications that will be more effective.
- How do we move our level of service from “Good” to “Delightful Module Content
- Customer Service paradigm and the shift
- Identifying our customer’s needs through questioning techniques
- Dealing with difficult clients
- Building Human Relations
- Empathy Skill
6. PRESENTATION SKILLS AND COMMUNICATING
Main objectives; Clarity, Speed and Image, Writing to express not to impress
Report Writing Skills
- Initiating Reports
- Design and editing
- Effective strategies of good minute taking
Presentation Skills
The best quality presented out of the least of input
- Getting started preparing your presentation
- Sequencing your information for optimum impact
- Presenting with confidence
- Winning the audience’s appeal
- Understanding non-verbal communication and body language
- Creating the greatest Impact from the least amount of Input
7. STRESS MANAGEMENT AND WELLNESS
- What is stress?
- Positive and negative stress
- Identifying your personal causes of stress and symptoms
- Analyzing stress contributors, lifestyle, habits, patterns
- Setting goals and action plans for a less stressful lifestyle
- How to achieve emotional wellness in the workplace
8. EMOTIONAL INTELLIGENCE
Success does not only depend on technical ability and Mental dexterity (IQ), but also on emotional awareness and maturity: to be aware of, and regulate one’s emotions-and manage relationships with sensitivity
- Analysis of preferred behaviour styles
- Values of emotionally intelligent professionals
- EQ as part of your daily bread
- Benefits of EQ-Emotional Intelligence
9. PROTOCOL & DIPLOMACY
- Introduction to Protocol and Diplomacy
- Difference Constitution of various African Countries
- International Government Systems
- Official Table of Precedence of different countries
- Practical application at the office
- Verbal use of forms of address and titles
- Written use of forms of address and titles
10. SOCIAL ETIQUETTE
- Background to etiquette
- Professionalism
- Telephone, e-mail and voice mail etiquette
- Business lunch etiquette
- International etiquette
- Etiquette with the physically handicapped
- Table etiquette
- Business card etiquette
SEMINAR DETAILS
Venue: The Sarova Stanley Hotel, Kimathi Street, Central Nairobi, Kenya
Date: Thursday 19th – Friday 20th September, 2024
Time: 8:30 am – 5:00 pm
Course Fee: Ksh. 38,200 inclusive of 2 days attendance, buffet meals, teas, seminar kit and taxes.
Seminar Title: The Advanced Masterclass For Executive Assistants, Front Desk, Customer Experience, and Pas Seminar
PAYMENT AND DISCOUNT SCHEME
Package of 3 Delegates, 4th Delegate attends for free
Do you have a number of staff who would benefit from this course?
For confirmation of participation, please submit name(s) of your nominees to Sharon on +254 724 566 088.
Don't miss this opportunity to invest in your team's success!
Best Regards,
Sharon Sonkoi,
Delight Africa Ltd,
1st Floor, Delight Center
Muindi Mbingu Street, CBD Nairobi
P.O. Box 12269 - 00100, Nairobi Kenya
Land line/WhatsApp : +254 724 566 088 (or) +254 700 221 221
-Promoting Professionalism in Corporate Training-
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