ILM Endorsed Advanced Executive Secretaries And PAs An Office Management And Professional Skills Course For Executive Secretaries, Administrators, Office Managers And PAs 27 April – 1 May 2014 Dusit Thani Hotel, Dubai, UAE 26 – 30 October 2014 Radisson Royal Hotel, Dubai, UAE
Top 3 Learning Objectives 1. Discover practical tools and techniques that will help you manage your workload and relationships more successfully and improve productivity 2. Explore strategies to reduce conflict and learn to deal effectively with difficult situations and people 3. Provide a high level of administrative support by enhancing your ability to manage change, plan and coordinate workflow, and build an effective team
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Tel: +971 4 335 2437
www.iirme.com/execsec
Fax: +971 4 335 2438
Email: register@iirme.com
About ILM The Institute of Leadership and Management (ILM) is the UK’s largest awarding body for leadership and management qualifications. ILM partners with over 2,000 ILM-approved centres, comprising private training providers, further and higher education colleges, and employers delivering in-house management training. When you register for an IIRME/ILM Endorsed Programme you can be sure that it is: 1. Practically based, and will complement your role at work 2. Expertly designed to meet the needs of leaders and managers across all business sectors 3. Supported by comprehensive learning resources 4. Externally recognised as a high quality programme Bonus: every learner registered on any type of ILM programme is automatically entitled to six months of free studying membership with ILM which brings a terrific range of benefits. For full details of the benefits of studying membership please visit www.i-l-m.com/Why-ILM/ILM-membership/Types-of-membership/ Studying-membership
Assessment Would you like to run this course in-house?
The in-house training division of IIR Middle East Tel: +971 4 407 2624 • Email: CTS@iirme.com www.iirme.com/cts
Assessment for this ILM-endorsed programme is continuous. The Course Director will introduce the use of exercises, case studies, feedback and discussion at the end of each module. There will also be a short quiz to gauge your understanding of all principles discussed throughout the learning. To be eligible for the ILM Certification you must successfully complete the assessment. Delegates who do not pass the assessment will receive a Certificate of Attendance from IIR ME. If delegates have not attended all sessions the Certificates will clearly state the number of hours attended.
Tel: +971 4 335 2437
www.iirme.com/execsec
Fax: +971 4 335 2438
Email: register@iirme.com
Course Overview
Who Should Attend
This ILM Endorsed Advanced Executive Secretaries And PAs course focuses on equipping you with the necessary professional skills required to do your job effectively, contributing to your own, your boss’s and your organisation’s success. During this course you will work through a series of discussions, demonstrations and case studies that will enhance your learning experience and show in detail how to optimise your ‘best practice’ PA management skills.
The course is suitable for administrative professionals in all industries who lend secretarial support or manage an office environment, or work as a personal assistant within the organisation including:
Learning Outcomes • Understand how your role as Executive Secretary, PA, Administrator or Office Manager contributes to organisational success • Build an effective work team • Plan and coordinate workflow and productivity • Become a change champion and manage change effectively • Interact with people in ways which reinforce positive working relationships • Manage personal emotions and stress • Manage conflict, difficult situations and people with ease • Deliver presentations to small groups with maximum effect • Recruit, select and induct new staff who will work effectively with your team
• Management Secretaries
• Office Managers • Executive PAs • Senior Office Administrators
• Executive Secretaries • Executive Assistants • Senior Secretaries • Department Co-ordinators • Personal Assistants • Office Administrators • Project Managers and Secretaries
“Jacqueline is a very positive trainer who goes to the depth of the subject by providing examples and sharing her personal experiences. We gained a lot via group activities and individual sessions.” Maha Ali Mohamed, National Bank of Egypt, Egypt
Your Expert Course Director Jacqueline Klauer Jacqueline Klauer is in international demand as a leadership expert and people development strategist. She is an outstanding, polished facilitator who is a long-standing Senior Associate with IIR Middle East. Having the experience of working in over 60 countries across the Americas, Africa, the Middle East, Asia and the South Pacific, Jacqueline has the enviable ability to provide focus to the most complicated of subjects and delivers training that is innovative, fun, and highly customised to organisations, business units and individuals. With a background in both psychology and education, Jacqueline brings a sensitivity to the seminar environment rarely experienced by delegates, and her workshops are often described as the “best ever attended”. She has an extensive background as an international corporate executive, enabling her to deeply understand, from a first-hand perspective, the challenges experienced by those individuals seeking to advance their skills and knowledge in global business. Now Managing Director of her own consulting practice, Jacqueline has worked with clients in federal, state and local government, education, gas & oil, fast-moving consumer goods, banking, telecoms, tourism, healthcare and more. She divides her professional time between roles as a management consultant, speaker, facilitator, trainer, courseware developer and coach. An award-winning author, Ms. Klauer is also an accredited facilitator with the Institute of Leadership and Management (ILM) in the UK, the Chartered Management Institute (UK), the Australian Institute of Management, and The George Washington University, Washington DC. In addition to tertiary qualifications she is accredited in the facilitation of proprietary human capability assessments including the testing of Emotional Intelligence (EI). Described by her clients as “professional, energetic, open, inspiring, engaging and empowering”, Jacqueline makes learning fun and, importantly, helps delegates get “real-world” results.
Tel: +971 4 335 2437
www.iirme.com/execsec
Fax: +971 4 335 2438
Email: register@iirme.com
ILM Endorsed Advanced Executive Secretaries And PAs Course Outline Day One The Role Of The Executive Secretary/PA • Key functions of your role • Self-assessment Leadership And Office Management • Your leadership style • Factors that influence leadership in the organisation and in the office • Ways in which you can influence your team • Leadership models – situational leadership, transformational leadership and results-based leadership • Why networking is critical to your success Communicating For Results • Why are effective communication skills important? • What is communication? • The communication process • Barriers to effective communication • Skills for effective communication, persuasion and influence • Listening – the key to communication success • Feedback • Assertion • Building relations and trust This session incorporates a fun and effective questionnaire entitled “What’s My Communication Style?” Understanding your communication style is an important first step in learning how to communicate effectively with others. This questionnaire will give you a new insight into how you communicate every day.
Day Two Interpersonal Relations And Motivation • Motivating your team • Motivation theories • Motivating for performance • The importance of goals and objectives • Coaching your team Course Timings: Registration will be at 08:00 on Day One. Course sessions will start promptly at 08:30 and end at 14:30. There will be two short breaks for refreshments and lunch will be served at the end of each day’s sessions.
Effective Presentation Skills • Planning an effective presentation • Writing a script or note • Practice and rehearsal • Personal delivery skills • Reviewing the presentation for maximum learning and effect
Day Three Managing Work • Time management/self-management • Managing stress • Goal setting • Priority management • Becoming a Quadrant II time manager • Dealing with time wasters • Maximise effectiveness by managing meetings • Delegate for maximum effect Problem-Solving And Decision-Making In The Modern Office • Barriers to decision-making • The six-step problem solving process
Tel: +971 4 335 2437
www.iirme.com/execsec
Fax: +971 4 335 2438
Email: register@iirme.com
27 April – 1 May 2014 • Dusit Thani Hotel, Dubai, UAE 26 – 30 October 2014 • Radisson Royal Hotel, Dubai, UAE Managing Change • Change as a constant in today’s workplace • Steps for successful change • Managing loss • Stages of change • The change management checklist Supervisory Skills Questionnaire This metric is a fantastic benchmarking activity to enable you to better understand your strengths and weaknesses in your Executive PA role as compared to others in a similar supervisory capacity. After completion of this questionnaire you will have a clear idea of how well you guide your work, organise your work, manage performance, develop yourself and your team members, and manage relations. You can then set specific goals for highlighting your strengths and improving your trouble spots.
Day Four Effective Selection And Recruitment Techniques • How to collect information about a job and analyse a position • Writing a position description • Writing a person specification • Advertising for the job • Reviewing applicants • Skills for effective interviewing • Bias-free selection procedures • Induction and orientation of the new team member
Day Five Managing Conflict • What is conflict? • Finding an appropriate conflict management style • Mapping and defining conflict • Appropriate assertiveness and empathy • Dealing with anger in yourself and others • Pathways to influence • Appropriate negotiation techniques Summary, Review And Action Planning Where to go from here? An opportunity to consolidate your learning and make concrete plans for your future success as an Executive Secretary, PA or Office Manager.
Here’s What Our Delegates Have Said About Jacqueline’s Previous Courses: “Jacqueline is a dynamic and inspirational speaker. She encourages and inspires. A true contemporary LEADER! Thank you Jacqueline.” Nadia Inayeh, Executive Assistant, Aldar Properties, UAE
“A well-structured workshop and an excellent course leader. This course increased my confidence level enabling me to make a positive impact in my job. Moreover, the training made me realise my true potential.”
Ida Lopez-Redona, Assistant to the Head of Corporate Affairs, Oman Oil Company S.A.O.C., Oman
“Jacqueline made all participants explore their thoughts, assisted them to think and participate actively before providing direction. She used different techniques to transfer the knowledge and ensured active engagement using visual aids. She exceeded the expectations we had before the course.” Emad Daoud, ADGAS, UAE
“Jacqueline is a very knowledgeable trainer. She treated us as leaders not as assistants so that we could drive ourselves to leadership and success.” Apple Yap, EMAL, UAE
Tel: +971 4 335 2437
www.iirme.com/execsec
Fax: +971 4 335 2438
Email: register@iirme.com
ILM Endorsed Advanced Executive Secretaries And PAs 27 April – 1 May 2014 • Dusit Thani Hotel, Dubai, UAE 26 – 30 October 2014 • Radisson Royal Hotel, Dubai, UAE FIVE WAYS TO REGISTER IIR Holdings Ltd. P.O Box 9428 Dubai, UAE
+971 4 335 2437 +971 4 335 2438 register@iirme.com
www.iirme.com/execsec
DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL – +971 4 335 2483 E-MAIL – a.watts@iirme.com Event ILM Endorsed Advanced Executive Secretaries And PAs
27 April – 1 May 2014 (BC5523) Event
ILM Endorsed Advanced Executive Secretaries And PAs
26 – 30 October 2014 (BC5495)
WEB BC5523/BC5495
Course Fee Before 9 February 2014
Course Fee Before 2 March 2014
Final Fee
US$ 4,395
US$ 4,895
US$ 5,195
Course Fee Before 10 August 2014
Course Fee Before 31 August 2014
Final Fee
US$ 4,395
US$ 4,895
US$ 5,195
Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions will receive a Certificate of Attendance.
WOULD YOU LIKE TO RUN THIS COURSE IN-HOUSE?
All registrations are subject to our terms and conditions which are available at www.iirme.com/terms. Please read them as they include important information. By submitting your registration you agree to be bound by the terms and conditions in full.
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A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event. You can pay by company cheques or bankers draft in Dirhams or US$. Please note that all US$ cheques and drafts should be drawn on a New York bank and an extra amount of US$ 6 per payment should be added to cover bank clearing charges. In any event payment must be received not later than 48 hours before the Event. Entry to the Event may be refused if payment in full is not received. Credit card payment If you would like to pay by credit card, please tick here and a member of our team will contact you to take the details
Cancellation If you are unable to attend, a substitute delegate will be welcome in your place. Registrations cancelled more than 7 days before the Event are subject to a $200 administration charge. Registration fees for registrations cancelled 7 days or less before the Event must be paid in full. Substitutions are welcome at any time.
Avoid Visa Delays - Book Now Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible. Visas for non-GCC nationals may take several weeks to process. All registrations are subject to acceptance by IIR which will be confirmed to you in writing. Due to unforeseen circumstances, the programme may change and IIR reserves the right to alter the venue and/or speakers.
Event Venue: Dusit Thani Hotel, Dubai, UAE Tel: +971 4 343 3333 Radisson Royal Hotel, Dubai, UAE Tel: +971 4 308 0000 Accommodation Details We highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the IIR Hospitality Desk for assistance on: Tel: +971 4 407 2693 Fax: +971 4 407 2517 Email: hospitality@iirme.com © Copyright I.I.R. HOLDINGS B.V.
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