Today' organisations have to meet ever-increasing demands and expectations. In order to do this, businesses have to ensure that their administrative support team is professional, flexible, proactive and confident in its role.

This practical workshop aims to motivate participants to understand the impact of their work, understand the bigger picture and make a positive difference to both internal and external customers.

Course content:

Introducing the Role

• Understanding the role, function and importance of the office support team

• Importance of taking initiative and being pro-active

• Positively promote the company through personal, verbal and written presentation

• Positive attitude towards self and the position

• General office etiquette and the importance of teamwork

• Dealing with criticism, distractions, office politics and gossip

Procedural Office Work

• Implement office systems and structures

• Accurate and timeous filing – manual and/or electronic

• Managing petty cash, ordering and receiving stock

• Stock control and working with couriers

• Working according to company standards

• Managing and processing various company documentation

• Managing time and prioritising work

• Efficient problem solver and solution thinker

• Understanding the basic principles of business

• Telephone techniques and procedures

• Tips and skills in email communication

• General office safety and security

Communication and Customer Service Skills

• Developing good relations with both internal and external customers

• Understand client and company expectations

• Active listening and the importance of feedback

• Handling customer complaints positively and constructively

Learning outcomes:

• Understanding the position and what is expected

• Being a team player

• Multi-tasking and developing office systems and structures

• Attitude and self-motivation

• Being part of the solution not the problem

• Communication – telephone, email and self-presentation

• Filing and general office administration

• Dealing with conflict and problem solving

• General business etiquette