Admin development programme
Course overview
Today's administrative professional needs flexibility and a broad portfolio of skills including self-motivation, assertiveness, and dealing with difficult people. You will benefit from this four day course if you are an administrator, ward clerk/receptionist, medical secretary or PA, who wants to enhance your administrative support skills, as well as evaluating your existing techniques. This highly participative four-day programme uses facilitated discussions, group activities and reflective time to provide a rich learning experience that can be applied directly back in the workplace.
- Suitable for
- Learning outcomes
- Outline programme
- Faculty
- Pre-course work and Resources
- Dates, times and venues
All those working in an administrative capacity.
- Understand the evolution of the role of administrators and support staff
- Identify your areas of strength and improvement in the office environment
- Be able to handle new challenges and responsibilities with confidence
- Know motivates you at work
- Be able to Influencing and assertiveness skills using effective non-verbal and verbal communication
- Identify your preferred working style and relate it to your interaction with others
- Understand how to make effective use of the time you have
- Know when & how to take the initiative in solving problems
- Demonstrate the skills to be an effective listener & note taker
- Be able to provide excellent service on the telephone
- Describe a variety of ways to deal with difficult situations
- Manage the effect pressure has on you and others
Day 1
The ever changing role of Administration & Support roles
Personal objectives for the programme
The evolving role of the administrative professional within healthcare
Showing personal initiative in problem solving
Communication effectively
Questioning techniques and listening skills
The significance of assertive behaviour
Your rights and responsibilities
How to deliver an assertive message
Completion of a personal action plan
Day 2
Influencing Skills, Working styles and Time Management
What is influencing?
Building Trust
The importance of positive language
Exploring your working style
The importance of self-motivation
Planning & Time Management
Setting goals
Prioritisation
Handling interruptions
Completion of a personal action plan
Day 3
Telephone Skills and Taking Notes in Meetings
Handling calls in a professional manner
Communicating clearly to avoid or clarify misunderstandings
Questioning and Listening
Dealing with enquiries, complaints and take messages effectively
Responsibilities of the note-taker
Preparing for the meeting
How to know what to write down
Strategies for successful note taking
Completion of a personal action plan
Day 4
Handling Difficult Situations & Building Resilience
What is ‘Difficult’?
Triggers that cause difficulty
What people disagree about
Turning concern into action
All
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