Office Manager

Office Manager Develop your strengths, skills and mindset to improve both your performance and your working relationships

5 Key Learning Objectives 1. Create high performing teams by motivating yourself and others 2. Communicate persuasively, both one-to-one and in meetings 3. Resolve conflict through collaboration and create win-win outcomes 4. Extend your vision and understand potential opportunities and threats 5. Achieve market leadership by creating an inspirational working environment

27 April – 1 May 2014 Jumeirah Emirates Towers Hotel, Dubai, UAE 16 – 20 November 2014 Park Rotana Hotel, Abu Dhabi, UAE

Who Should Attend?

Delegates attending this course should understand the functions of office management, and be in a supervisory role. This course will interest and benefit administrative professionals who want to develop their management skills and improve their effectiveness, from office managers and personal assistants to executive secretaries.

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27 April – 1 May 2014 Jumeirah Emirates Towers Hotel, Dubai, UAE

Office Manager

16 – 20 November 2014 Park Rotana Hotel, Abu Dhabi, UAE

Course Timings Registration will be at 07.30 on Day One. Course sessions will start promptly at 08.00 and end at 14.30 each day. There will be two short breaks for refreshments, and lunch will be served at the end of each day’s sessions.

Day Two

Course Overview As part of the management team in your organisation, this course will help you to update your skills in line with the need created by today’s dynamic and fast-moving business environment.

This course is exciting, interactive and is designed to provide you with the professional skills and tools you need to do your job effectively, contributing to personal and organisational success. It will offer you the opportunity to test and learn from the best, using case studies and current examples from the international business community. You will also get the opportunity to test out new ways of working in a safe environment.

After this course you will: • Understand how your role contributes to organisational success • Be able to create a first class team through competency based recruitment, training and appraisal • Understand what motivates employees to achieve higher performance • Know how to communicate persuasively, one-to-one and in meetings • Know how to drive and motivate yourself and others • Be able to develop people for superior performance • Resolve conflict through collaboration, creating win-win outcomes • Develop the skills of innovation by challenging the norms and asking “Why not?”

• Understand the dangers of the “comfort zone” • Extend your peripheral vision to enable you to understand coming threats and anticipate opportunities • Create an inspirational organisational environment which will encourage creativity and marketplace success

Discover How To Change Your Mindset And Ensure That You Contribute To Your Organisation’s Success

Practical Exercises Keeping Your Skills And Knowledge Up-Dated • Understanding the competencies required for the role • Clarifying exactly what your managers want from you • Developing your skills through sharing knowledge, coaching and mentoring

Practical Exercises Increasing Productivity And Efficiency • The seven Rs of process redesign • Innovation and creativity • Understanding what motivates people

Practical Exercises

Practical Exercises Louder Than Words – How To Use Body Talk Professionally • 10 tips that will enable you to make great first impressions every time • How to keep your body talk neutral under pressure • Reading others’ body talk to build greater rapport and trust

Practical Exercises The Seven Essentials For A Good Voice – Understanding The Impact Of Your Voice When Communicating • How your emotions impact on tone • Using your telephone effectively • How to gain a better understanding of the different accents in a multi-cultural marketplace

Practical Exercises Understanding How Toxic Words And Phrases Impact Performance • Discussion and case history of where words can poison and alter the message and block it getting through

Persuading And Influencing • How to use the five Ps of persuasion • Using SPACED • The importance of listening when you are trying to negotiate

Practical Exercises How Great Leaders Use Meetings To Get Key Messages To Inspire And Motivate • How to chair meetings effectively • Being aware of the different cultural expectations in meetings • Developing meeting guidelines for your organisation

Practical Exercises Understanding How Social Media Can Help Your Business • Using e-mails effectively • Avoiding “Death by PowerPoint” • The power of the blog; to use or not to use?

• The new social media

Practical Exercises

Would you like to run this course in-house?

Organising And Managing Projects • How to prioritise • Breaking down your work and developing tracking systems • Coping with crises and unexpected changes

The in-house training division of IIR Middle East Tel: +971 4 407 2624 • Email: CTS@iirme.com www.iirme.com/cts

Practical Exercises

+971 4 335 2437

Improving Informal And Formal Communication Skills • Handling important relationships, bosses, customers and colleagues • Tools to help you improve performance through questioning and listening • How to deal with cultural differences

Practical Exercises

Day One

Your Organisation’s Business And Your Role In It • Understanding your organisation’s business and how your role contributes to maximising profits • Brainstorming your competitive advantage • How to balance your different roles successfully

Communicating For Commitment

+971 4 335 2438

register@iirme.com

www.iirme.com/officemanager

Day Five

Day Three Before You Can Prioritise The Conflicting Demands On Your Time, You Must Understand Your Own, Your Managers’ And Your Organisation’s Objectives Linking This To The Key Result Areas Of Your Role, You Will: • Accomplish more in less time • Work more effectively with your team • Respond to multiple demands and projects • Be able to delegate more effectively

Today You Will Get The Opportunity To Discover The Techniques Great Leaders And Great Organisations Use For Sustained Success. To Survive In This Increasingly Competitive Global Market, Innovation And Creativity Need To Become Part Of Everybody’s Daily Plan

Achieving Higher Performance

Time Management, Planning And Achieving Work/Life Balance The Time Of Your Life • How do you control your time; results of the Time Log Questionnaire • Five steps to controlling your time • Setting goals and achieving them

Creating A Culture Of Change • Making everyone responsible all of the time • An introduction to the eight stages of change • How to embrace change and learn to view it positively rather than negatively

Practical Exercises Accelerated Learning Techniques • Tips to improve your memory and recall • How to access and manage knowledge • How to turn setbacks into success

Practical Exercises How To Handle Multiple Priorities • Distinguishing what is important and what is urgent • How to delegate • Tools and techniques for taming email

Practical Exercises

Practical Exercises Helping Your Managers Delegate • Asking for higher value tasks which will help develop your career • Making sure your manager is not doing nonsense jobs • Ensuring each member of the team knows the part they are playing

How To Avoid Complacency In Your Organisation • Why there is “danger in the comfort zone” • How to move away from an “entitlement culture” • People leave managers, not organisations; how good are you?

Practical Exercises How To Extend Your Peripheral Vision • How to be alert to coming threats and ensure your continued success in the marketplace • Identifying your organisational blind spots • Documenting what you have learned from the past to help you succeed in the future

Practical Exercises Understanding And Managing Stress • Positive and negative stress • How to cope under pressure • Taking and maintaining control of your life

Practical Exercises

Practical Exercises

Work/Life Balance • What is it?

• How to achieve more balance in your life – personal and professional • Building your support networks

Summary, Question And Answer Session Your Personal Action Plan

Meet Your Expert Course Director

Practical Exercises

Anne McDougall conducts learning programmes and solves organisations’ challenges for clients in Africa, China, Europe, the Middle East and the United Kingdom.

Practical Session: Discussion Case Studies And Live Situations

Day Four

A motivational trainer and speaker, Anne is well known for her communications and management skills programmes.

Understanding How To Resolve Conflict And Developing Your Critical Thinking Skills

She has a Master’s Degree in Learning and Development from the University of Sheffield in the UK and knows exactly how to build confidence and get people accessing their true potential.

How To Handle Difficult People And Situations Why Conflict Occurs In Organisations • The RADAR Model • Conflict handling styles questionnaire • Understanding the different conflict styles

Her courses are fun! How else can people learn?

Practical Exercises Conflict Resolution • Addressing issues versus personalities • Dealing with facts rather than rumours • How to use the techniques of coaching to solve some conflict situations

Practical Exercises How Giving And Taking Feedback Can Help Prevent Conflict • Seeking out feedback • Using the right words • What to do with feedback you do not agree with

Practical Exercises Developing Your Thinking Skills • The five steps to a new way of thinking

Practical Exercises Practical Session: Discussion Of Case Studies And Live Situations

+971 4 335 2437

+971 4 335 2438

By giving delegates “simple tools for busy people”, she enables them to persuade, negotiate, influence and build trust with colleagues and clients.

This trust, in turn, enables teams to work together constructively, problem solving and cooperating to provide great products and services for their customers.

Anne is a qualified Voice and Speech coach and helps people improve their vocal technique, control nerves, write scripts and hold an audience of one to a thousand totally enthralled. As a presenter herself, she uses the skills daily.

Memberships of the International Association of Business Communicators and the American Society of Training and Development keep Anne up to date with all the developments in her field. Her clients can be assured that all her material includes the latest research and developments in the subjects she is presenting.

Her book “Brain Teasers for Trainers”, published by Gower, has been a great success world wide. Her second book, “Writing Emails and Letters”, which is being published by Amazon was written for second language writers and speakers.

Anne’s clients range from Novartis in China to the large oil and gas companies in the Middle East, the telecom companies of Africa and Egypt to the European Commission in Brussels.

register@iirme.com

www.iirme.com/officemanager

Office Manager

27 April – 1 May 2014 • Jumeirah Emirates Towers Hotel, Dubai, UAE 16 – 20 November 2014 • Park Rotana Hotel, Abu Dhabi, 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/officemanager

DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL – +971 4 335 2483 E-MAIL – a.watts@iirme.com WEB BC5379/BC5380 Course Fee Before 9 February 2014

Course Fee Before 2 March 2014

Final Fee

US$ 3,995

US$ 4,495

US$ 4,795

Event

Course Fee Before 31 August 2014

Course Fee Before 21 September 2014

Final Fee

Office Manager 16 – 20 November 2014 (BC5380)

US$ 3,995

US$ 4,495

US$ 4,795

Event Office Manager 27 April – 1 May 2014 (BC5379)

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

DELEGATE DETAILS

WOULD YOU LIKE TO RUN THIS COURSE INͳHOUSE?

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: Jumeirah Emirates Towers Hotel, Dubai, UAE Tel: +971 4 330 0000 Park Rotana Hotel, Abu Dhabi, UAE Tel: +971 2 657 3333 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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