Management Skills for Administrative & Support Staff

Course Overview:

Program Aim

This One week programme has been designed specifically for Administrative and
Support staff that has to manage people whilst still working as part of the team. Introducing the key skills necessary for organizing and directing work effort, clear guidelines are given on each topic with practical exercises to instill the skills and techniques needed to succeed.

Learning objectives

You will be able to:

• Reflect on current standards of quality and output in their own organizations, and levels of customer satisfaction with the services they provide
• Analyze current business systems and practice and compare them to the desired future state
• Enhance understanding of methods to establish and communicate core values and codes of conduct for all employees
• Explore alternative methods of promoting and maintaining ethical and professional behavior
• Identify areas of risk and develop techniques for monitoring, evaluating and adjusting strategies as they are implemented
• Compare aspects of strategy and change management practice from across the world which can be directly applied or adjusted to suit local conditions
• Develop practical strategies for initiating relevant and sustainable change to improve standards of integrity in the public service and private sector. 

Course Contents

•  The Role of the Supervisor/Team Leader
  

• Making the First Move into Management
• Avoiding Pitfalls and Problems
  

• Leadership and the Supervisor
  

• The Mechanics and Dynamics of Supervision
• Characteristics of Effective Teams
• Developing Your Leadership Skills
  

• Motivating Yourself and Others
  

• The Theory
• Recognizing the Needs of Subordinates
• Putting Theory into Practice
  

• Controlling the Team
  

• Quality and You
• Setting Objectives
• Work Allocation and Delegation
• Dealing with Problem Behaviours
• Discipline and Reprimand
  

• Maintaining Team Performance
  

• Identifying Training Needs
• On the Job Training
• Performance Reviews

• Conflict Management
  

• Identifying the different types of conflict & problems
• How do I handle conflict?
• Conflict management styles
• Systematic approach to managing conflict and solving problems
• Skills / attributes for managing conflict

• Key Communication Skills
  

• Leading Effective Team Briefings
• Learning to Really Listen
• Giving Clear Instructions
  

• Personal Effectiveness
  

• Assessing Your Personal Efficiency
• Urgent vs Important: Prioritizing and Planning
• Action Planning