Whether the support staff position is a stepping-stone to other career opportunities or a career in itself, it is one of the most important jobs in the organization. Without support staff, our management team would have to handle day-to-day administrative tasks themselves, rather than focus on managerial responsibilities.
This course provides support staff with vital information that can be used immediately, to take on more responsibility, to make themselves indispensable to management, to lighten many of the tasks of the people they support and gain a new level of job satisfaction. They will learn how to take the initiative and increase responsibilities without waiting to be told what to do. The course is designed to sharpen their interpersonal skills in handling even the most challenging situations with bosses, co-workers, and visitors to the office. It provides new insights into the important function that the office worker serves, as well as the skills and motivation to perform those functions well.
Participants will learn:
- What professionalism really means to the people you support
- How to structure, organize and plan your workday
- How to maximize your time and your boss’s productivity
- How to communicate more effectively with your boss, customers and co-workers
- How to handle even the most sensitive interpersonal situations in the office
- How to apply the basic principles of working together as a team
Introduction to Professionalism – What It Means to You
- Identifying the most important functions of the support staff
- What is expected of a professional?
- The triple A assessment– How do I measure up in Appearance, Attitude, Aptitude
Part 1 – Organizing Your Work
- How to determine your priorities and handle multiple responsibilities
- How to organize your daily, weekly, monthly and annual activities
- How to handle interruptions
- How to work with two or more bosses whose demands on your time are often in conflict
- Learn to say “Yes, if” and negotiate for more help or time
- When to say “no” and mean it
- Avoiding time wasters and utilizing time savers
Part 2 – Interpersonal Communication
- Communicating effectively with others
- How to clarify assignments and get specific instructions
- How to listen actively and ask the right questions
- Giving and getting constructive criticism – without taking it personally
- Telephone techniques for a professional delivery
Part 3 – Working Together with Your Boss
- Who is your boss?
- Managing the relationship with your boss
- How to get your boss to let you know what is going on
- Guidelines for communicating upwards in a professional manner
- Assertive communication for building mutual respect
- How to get your ideas across persuasively
- How to get your boss to give you more authority and responsibility
Part 4 – Working Together as a Team
- Characteristics of an effective team
- Who is on your team?
- How well does your team function?
- Building your team using the 4R model
- What does it take to be a good team member?
- How to resolve simple problems before they escalate into serious conflicts
Who Should Attend: Office workers and individuals who function as support staff, such as secretaries, administrative assistants, and clerical personnel.
Methodology: This workshop utilizes group discussion, structured exercises, case studies, video, and assessment tools.
Program Length: Four 4-hour workshops for a total of 16 hours. Those who attend the entire series receive a special certificate of completion.
