The Executive Secretary - Excellence Programme This programme aims to provide

participants with detailed information on how to prepare for and handle their duties successfully and a toolkit of skills and techniques for managing the demands of their role, including time management. It also aims to build confidence of participants and encourage a practical approach to their job. Learning Objectives This programme is for you if you wish to: Better understand your organisation and the business environment in which it operates Recognise your professional role as part of the team and develop strategies for enhancing your service provision Identify and develop the skills, knowledge and attitude of a top of the range executive secretary Create meaningful relationships with your colleagues at all levels Develop strategies for planning and organising work, including effective techniques for creating letters memo s and emails that influence others Adopt a systematic approach to decision making and problem solving and utilise the internet to enrich your decisions Assess their own interpersonal skills in order to communicate more effectively at all levels, both face to face and on the telephone Prepare an action plan to implement on return to work Method & Approach A fast paced energetic workshop that utilises group work and coaching to best effect Note This course can be combined with the meeting skills workshop or the time management workshop to provide day 3 content Course Content Day One The Role of the Secretary Understanding the structure of organisations and the business environment in which you operate The management function and the secretary s role within it The importance of clear role interpretation - understanding and responding to each other's needs The Role of the Manager The 'typical' management role Model of management Deepen your understanding of your manager s challenges Setting a solid foundation in the partnership Managing more than one boss and adapting to their preferences The non-communicative manager Dealing with difficult personalities Managing stressful situations How to stay calm Making a decision Does your boss permit you to take initiative? Taking Greater Control and Responsibility Increasing your influence and others confidence in you Solving problems effectively in your manager s absence Being proactive and staying one step ahead of those you support Broadening the scope of your role and taking greater responsibility Day Two Communication Skills

Questioning and listening to get to meaning in messages quickly Positive projection. Managing body language What is assertive behaviour You can develop it! Manager / Secretary communications Adapting your style Team working skills for enhanced performance General Paperwork and Diary Management Short and long term planning Setting priorities and objectives Adopting a systematic approach to work methods The Role of Information Technology in the Office Setting Day Three Option 1 (Time Management) Day Three Option 2 (Meeting Skills) The cost of poor time management on you, on others, on the company How to recognise Time stealers in your daily work How to deal with Time stealers Understanding your own habits which result in lost time Ways of breaking your bad time management habits The real meaning of the word Priority How to differentiate between Important and Urgent How to prioritise your work according to the Company s key performance indicators. Set your objective activity How to create and monitor an effective Time Budget Day Three Option 2 (Meeting Skills) the seven step process to make meeting work What are the goals or objectives for the meeting Is a meeting the best way to accomplish them? What specific issues need to be addressed (the agenda items)? What information needs to be gathered before the meeting? How should this information be gathered, and by whom? How should the information be prepared and compiled for the meeting? Who should attend the meeting? Does everyone need to attend the entire meeting? How should the agenda be ordered to ensure everyone s time is used effectively? What briefing materials should be sent to the participants before the meeting? What room arrangements and other preparations are necessary? Audi-visual equipment Computer support Tables, chairs (numbers and configurations) Arrangements for messages Planning questions Taking minutes and closing Evaluating the meeting

Core Competencies: 1. Team work: Experience and ability to establish and maintain effective working relations with people of different national and cultural backgrounds; Proven record in working collaboratively with colleagues to achieve organizational goals; Strong interpersonal skills demonstrated by the ability to lead and gain the assistance and cooperation of others in a team endeavor; Ability to build trust through operating with transparency and creating an open and positive environment. 2 Planning and

organization: Proven excellent organizational and planning skills; Ability to identify priority activities and assignments and make necessary adjustments as required; Foresee risks and allow for contingencies when planning; and ensure timely delivery of results. 3. Leadership: Managerial and leadership skills; Ability to collaborate with others to achieve results; Experience in building and managing teams and creating an enabling environment; Proven ability to transfer knowledge to senior officials and staff at all levels; Ability to establish and maintain relationships with a broad range of people to understand needs and gain support; Proactive approach in developing strategies to accomplish the objectives of the Executive Secretary, SCBD and UNEP as a whole. 4. Judgement/decision making: Proven ability to provide strategic direction, to plan and establish priorities, and to ensure an effective work structure to maximize productivity and achieve goals.

Objectives
Upon completion of the course, participants will be able to: Manage their managers successfully; Improve their professional relationships and networks Communicate effectively verbally and in writing Increase their contribution to their executive team Implement better personal management skills Set objectives; prioritize tasks, problem solve and delegate successfully Implement effective office systems, arrange travel and coordinate meetings Deliver the highest quality work to even the most demanding boss

Course Outline
Time Management Goal setting and prioritizing tasks How to manage the time of others Key Steps to Problem Solving Delegating professionally How to Say No Constructively Handling interruptions with decorum

Communication Communicating confidently with people at all levels

Giving and receiving instructions Telephone etiquette and screening callers Business document writing and document presentation

Systems and procedures Developing an effective filing system Reviewing, revising and implementing improved procedures Project management How to take on greater responsibility and achieve more

Managing Meetings Organizing meetings Preparing and managing meeting agendas Taking accurate minutes Handling board room politics with diplomacy

Events & Travel Management Making travel and hotel bookings Dealing with international barriers Arranging conferences and functions PR and protocols

Professional Development

The essential characteristics of an exceptional Executive PA Creating a professional image Improving your credibility

Building confidence and developing self esteem

Duration Two (2) days Course Location Courses will be conducted at Oxygen Training Centre Block #12, Office G08 Knowledge Village. Who Should Attend
This program is ideal for anyone who is already working as a PA, aspiring to become one, or wanting to take a step upwards and achieve success in their career at a more executive level. (NOTE: Typing skills and administrative fundamentals are assumed and not included in this course

A good PA is one of the most valuable business assets an executive manager can have. A perfect PA is irreplaceable.
The role of a Personal Assistant (PA) today is diverse, multi-faceted, complicated, demanding and challenging. Often it is an executive role providing high level key administrative support in a busy corporate office. The bygone days of simply taking dictation, typing letters and announcing calls are long gone. Todays career minded PA needs to be highly skilled, versatile, tactful, organized, pro-active, professional and above all, be able to think on their feet at a moments notice. Exceptional organizational skills are essential as is impeccable presentation, diplomacy, perception and an unparalleled ability to communicate effectively and productively with people at all levels. Program Overview
A good PA makes an enormous contribution to any organizations effectiveness and requires numerous professional skills to be successful. This 2 Day program The Perfect PA covers the key aspects of the PA role and helps participants develop the personal attributes and abilities for success. It focuses on skills enhancement, building confidence, improving interpersonal interaction, time management, self motivation and self development. We touch on the demands, motives and problems of the modern company executive and demonstrate how PAs can pro-actively expand and improve their contribution to their managers and become a more valuable member of the executive team. This is a valuable educational experience for all PAs, and it is delivered in a relaxed and friendly atmosphere. It is designed to build confidence and will show participants that they are more than capable of delivering all the expectations of their role.