Management Skills For Administrative Professionals

Management Skills For Administrative Professionals Bring Business Benefits To Your Organisation Whilst Developing Your Own Potential!

30 June – 4 July 2013 Jumeirah Emirates Towers Hotel, Dubai, UAE

Top 3 Benefits 1. Gain the confidence, knowledge and skills you need to meet your new challenges and responsibilities 2. Increase your value to the management team by learning how to use new essential management tools 3. Build the interpersonal skills that are critical for building effective relationships and influencing people

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Management Skills For Administrative Professionals Meet Your Expert Course Director

30 June – 4 July 2013 Jumeirah Emirates Towers Hotel, Dubai, UAE

Course Overview

Rowena Khanna has been coaching, training coaches and facilitating workshops with managers at all levels for over 15 years.

She has a broad background in learning and development and has held senior roles for consultancies specialising in customer services, management/ leadership development and performance improvement. In 2006 Rowena was a finalist at the World of Learning Awards for her contribution to the training industry. She is recognised for

This comprehensive course will provide you with practical ideas, skills, and increased self awareness which are key to moving into a more demanding role where you have supervisory responsibility.

The skills and awareness that you gain at this course will help you attain your business objectives – the goals your organisation expects you to reach. They will give you the ability to work productively with people and the skills to build your credibility which will lead to more important leadership roles.

her ability to create innovative learning solutions followed by on-the-job coaching to optimise performance and commercial results.

Rowena runs her own coaching practice and training company working with clients in all sectors across the UK and overseas.

She has a talent for coaching challenging behaviours/ confidence issues and works to motivate individuals to be the best that they can be. She has a versatile style and ability to work with both the managers of customer-facing teams and senior managers. She has an ICF ACC Coaching Accreditation and is a member of the Institute of Customer Services.

Who Should Attend?

This is an intermediate level course designed for experienced administrative professionals who have management responsibilities for other administrative staff, or who are about to move to a role which requires a greater understanding of the management role including: • Office Managers and Supervisors • Office Administrators • Executive PAs • Executive Secretaries • Senior Secretaries • Management Secretaries • Executive Assistants • Department Coordinators • Personal Assistants • Administrative Assistants • Senior Assistant Coordinators • Team/Project Leaders • Secretaries

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The course is fully participative, combining practical exercises, group discussions and accelerated learning interventions.

The key benefits of this course: • Understand how your role as an administrative professional will alter as your career evolves to include supervisory and managerial responsibilities • Empower yourself with the confidence and knowledge you need to meet your new challenges and responsibilities as you take on more senior administrative positions • Increase your value to the management team by expanding your awareness of essential self management and staff management skills • Learn how to effectively plan and coordinate workflow and productivity • Build the interpersonal skills that are essential for building effective relationships and influencing people Complete this course and you will be able to: • Understand the role of a manager and how it differs from an administrative role • Organise, attend and record effective meetings • Plan and prioritise your workload • Plan and coordinate workflow and productivity • Build effective relationships with senior managers, colleagues and customers • Assert yourself and influence colleagues with maximum effect • Understand the various management styles available to you and when to use each style • Structure and prepare presentations • Manage change and transitions both for yourself and your team members • Manage performance and conduct personal development reviews • Coach teams and individuals to improve performance

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Course Timings Registration will be at 07.30 on the first day of the course. Course sessions will start promptly at 08:00 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.

Administrator To Manager – The Transition Phase • The knowledge, skills and attitudes you need to manage yourself and others effectively • The challenges associated with the transition from an operational role to a supervisory/management role • The importance of goal setting, prioritising and planning (to gain the most from this course) Management Styles • Identifying the skills you need to develop to become an outstanding supervisor or manager • Different management styles and their impact on the performance of the team • The importance of adapting your personal management style to the situation and the individual Communication Matters • The importance of communicating in all directions when you are in a supervisory or management role • Listening for facts and feelings in any conversation with senior managers, colleagues and customers • Effectively giving and receiving feedback to improve performance • The barriers you may face as you make the transition from a purely administrative role to one where you supervise or manage others, and strategies to overcome them Structure, Plan And ... The Bigger Picture!

• Planning your workload and prioritising tasks • When and how to delegate to others • Basic project management tools for your workplace Organising Effective Meetings • Establishing the purpose, structure and objectives for a meeting • The importance of meetings as a method of communication • Potential problems associated with meetings • Drawing up and circulating an agenda prior to the meeting and organising a pre-meeting if necessary • Accurately recording the content, actions, accountability and deadlines during a meeting • The importance of following up actions Evaluation And Continuous Learning • Continuous improvement to increase efficiency and effectiveness • The importance of reflection, feedback and celebrating your team’s successes Assertion And Respect • Recognising the importance of adopting more assertive behaviours in your new role as a supervisor/manager • Understanding the difference between aggressive, passive and assertive behaviours • Learning to say ‘no’ when necessary and to handle criticism in a positive way • Tackling difficult situations and approaching challenging conversations • Partnering with senior people and developing trusting relationships

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Structuring Presentations • The five ‘Ws’ – key areas to consider when planning a presentation for a senior manager • How to elicit information from your manager to create the body of the presentation accurately • Structuring the presentation and creating anchors for your audience • How to propose ideas – using benefits that are relevant to the audience • The importance of the time and attention graph • Opening and closing the presentation with high impact content • Evaluating your presentation and receiving feedback Introduction To Performance Management • The benefits of managing performance and goal setting • The difference between standards and targets, and how to use them positively • Aligning organisational objectives and team objectives with individual goals and aspirations • The importance of planning for one-to-one conversations for performance development reviews • Conducting a performance review and coaching to improve performance and motivation Managing Change • What is organisational change?

• A useful change management model • The psychology of change and the manager’s role at each stage of the process • The importance of goal setting and identifying clear objectives • Becoming a role-model for solution-based thinking Coaching ... Make It A Habit!

• The key skills used in coaching practice and the benefits of coaching • Clarifying the differences between coaching, mentoring, training, teaching, consulting and counselling • The key skills of both coaching and mentoring • The TGROW Model and how/where it can be used i.e. action planning, relationship issues, decision-making, etc • The purpose and power of coaching to empower, encourage personal responsibility and commit to action • Coaching demonstration by the trainer • Practical session – three-way coaching sessions with feedback

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

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Management Skills For Administrative Professionals 30 June – 4 July 2013 • Jumeirah Emirates Towers Hotel, Dubai, UAE FIVE WAYS TO REGISTER IIR Holdings Ltd. P.O Box 21743 Dubai, UAE

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DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL – +971 4 335 2483 E-MAIL – a.watts@iirme.com BC4954 Event

Course Fee Before 14 April 2013

Course Fee Before 5 May 2013

Final Fee

US$ 4,150

US$ 4,650

US$ 4,950

Management Skills For Administrative Professionals 30 June – 4 July 2013

WOULD YOU LIKE TO RUN THIS COURSE INͳHOUSE?

Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions will receive a Certificate of Attendance.

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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.

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Due to unforeseen circumstances, the programme may change and IIR reserves the right to alter the venue and/or speakers.

Event Venue: Jumeirah Emirates Towers Hotel, Dubai, UAE Tel: +971 4 330 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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