Entering the Workforce

Becoming a Professional

Managing & Organizing Yourself

Working Ethically

Understanding the Workplace Team

Developing Customer Focus

The Administrative Professional

Employer Expectations

Skills, Skills and more Skills…

Technical skills

Interpersonal skills

Critical thinking skills

Problems solving skills

Professionalism

Productivity

Managing and Organizing Yourself

Prioritize your work

Ready to go principle

Avoid procrastination

Remember time is money and you are being paid to perform.

2

Storming 5

Adjourning

3

Norming

1 Forming

4

Performing

Developing Customer Focus

Records Management

Improving Communications Skills

Developing Presentations

Handling Communications

Planning Meetings and Events

Managing Records

Communication The Keys to Success

Improving Communication Skills

“What I hear you saying is…” vs “What did you say?!”

Listen to others as well as yourself

Pitch, tone, volume and rate of speech

Think it through, write it out, reread and edit

Use proper format for memos, letters, and reports

Developing Presentation Skills

Be Prepared

Plan for mishaps in the environment Ask ahead of time or visit the location

Bring hard copies as back up

Rehearse and know your subject thoroughly

Handling Telecommunications

Smartphones, laptops and network providers

Protect information using firewalls, antivirus and anti spyware packages

Receive callers and communicate pleasantly Transfer and place on hold carefully especially when handling multiple calls Screen as instructed to keep the boss happy Check voicemail twice a day or more frequently When leaving messages be courteous and get to the point quickly

Planning Meetings and Events

Give enough notice for all to attend & confirm date and time

Facilitate reaching decisions - identify issues and creatively problem solve (mediate)

Have an agenda and stick to it, respect time, provide a conference report to all attendees with in 48 hours

Managing Records