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Participant, Local Government Ombudsman

Everyone should attend this course on a compulsory basis ("Call Handling Skills"). It's just so useful!

Learn How To Be a Successful Secretary

The Successful Secretary

Target Audience

All levels, especially those who are new to the role or returning to work after a long break.

Course Objectives

Identify the role and qualities to become more effective
Communicate assertively with colleagues at all levels, to obtain co-operation and results
Take control through improved planning and organisation
Deal effectively with difficulties which may arise when working with more than one manager

Methods

Presentation, group work, self analysis and practical exercises.

Course Contents

Welcome and introductions

Course objectives and overview

Defining the Role

  • Acquiring the qualities and skills to succeed
  • Becoming an integral part of the management team
  • Taking on more responsibility

Time and self management (brief overview)

  • Identifying and minimising time stealers
  • Correcting non-productive work habits
  • Eliminating the clutter
  • Seeking deadlines
  • "Urgent" and "ASAP" work
  • Establishing and managing multiple priorities
  • Managing your manager
  • Juggling the demands of more than one manager

Personal effectiveness

  • Confidence through assertiveness
  • Recognising different behaviours
  • Self esteem and visualisation
  • Saying "no" without feeling guilty
  • Communicating effectively with difficult people
  • Why messages are misunderstood
  • Using words, voice quality and body language
  • Practical exercises

Taking the initiative

  • What happens when you're not there?
  • How do others see you?
  • Being one step ahead: preparation of a report

Action session

Summary and close