Courseware and Training Materials

What's included?
What’s included?
Available for delivery as a download from our web server or provided on CD, this courseware package includes the following resources to make your trainer’s life much, much easier.

This courseware package includes:

	Student Manual. Fully customisable. May be opened in any wordprocessor and changed to meet your exact needs.
	Trainer manual. Fully customisable with additional information for trainers.
	Ice breakers and class activities. Fully customisable. Delivered as a folder full of activities for your students.
	Content overview. Fully customisable. Comprehensive course overview to help you market your course to your customers.
	PowerPoint presentations. Fully customisable. Complete set of PowerPoint slides for use by the trainer.
	Sales information sheets. Fully customisable. Information sheets to help you sell your course to your employees or external customers.
	Additional reading… Fully customisable. Give your students some recommended further reading materials for this course.

To get started, just open this ‘Skills for the Administrative Assistant’ training courseware in your favourite word processor. You can fully customise the materials to suit your exact learning needs and include your own branding. Your own tailor-made course, delivered ‘off-the-peg’ and saving you thousands of pounds in development time and man-hours. Just press print and the perfect learning experience is yours to deliver.

Course outline
Course outline

Introduction

Work is not the only thing that matters in life, but most of us want to take pride in what we do. While we don’t have to like the people we work with, or report to, at the very least we should be able to interact positively with them. The biggest influence on job satisfaction is our relationship with others.

This is a two-day workshop designed for those who work in support positions, to help them improve their everyday performance in an office environment. The two days will help them improve their communications skills, make a good first impression, and develop personal management skills.

Highlights of what participants will learn:

• Understand the importance of professional presence on the job;
• Learn how to self-manage to become more effective and efficient;
• Improve their communications skills, including listening, questioning, and being more assertive;
• Increase their effectiveness in recognizing and managing conflict, and dealing with difficult people.

Course contents

• Introduction and Course Overview You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
• Personal Best, Professional Best To begin, participants will discuss what affects a first impression and how they can improve the impression they give to others.
• Putting Others at Ease One part of making a good impression is to get so comfortable with who you are that you can forget about you and concentrate on the other person. During this session, participants will explore ways to do this.
• Distorted Thinking Participants will explore types of distorted thinking through a case study and large group discussion.
• The Steps to Feeling Good This session will give participants a three-step process to turn negative thinking or emotions around.
• Assertiveness Assertiveness is a word we tend to use without really understanding what it means. This session will get participants thinking about what assertiveness is, using a lecturette, quiz, and group discussion.
• Improving Your Assertiveness Next, participants will explore how they can become more assertive in difficult situations.
• Communication Skills Participants will discuss different forms of communication and barriers to each.
• Asking and Listening During this session, participants will learn about two key elements to verbal communication: asking questions and listening.
• Non-Verbal Messages Next, participants will explore various types of non-verbal communication and their possible interpretations.
• Writing Skills This session will look at how to improve written communications, including using the four C’s, editing, and proofreading.
• Getting Ahead Two main components of getting ahead in the workplace are identifying what you want and helping others to get what they want. This session will look at both of those concepts.
• Self Management This session will give participants some tools to help them improve themselves, including establishing rituals, time management, organization, and planning.
• Setting Goals Next, participants will set some goals using the SMART format.
• Working as a Team Administrative assistants are often a key part of a workplace team. This session will explore some of the benefits and challenges of working as a team.
• Working with Difficult People This session will give participants two tools to deal with difficult people: blending and redirecting.
• Learning to Say No Next, participants will learn about some formulas for saying no. They will then have an opportunity to practice these formulas in a role play and case study.
• De-Stress Options You Can Use Right Now To conclude the workshop, participants will learn some easy relaxation techniques.
• Workshop Wrap-Up At the end of the day, students will have an opportunity to ask questions and discuss key points learned

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