With Skills for the Administrative Assistant, trainers will teach new and aspiring administrative assistants the essential soft skills necessary to succeed in their careers. This two-day content rich course will help people who work in support positions to improve their performance in an office environment by teaching them interpersonal skills, including communication, first impressions, and personal management. They’ll also learn the importance of professional presence, techniques for being assertive, managing conflict, and dealing with difficult people.
Trainers can customize all the materials in this course to match their company brand, add regional or industry stories and images, and more. Components include detailed activities in the instructor guide, a student workbook, pre-assignment to engage learning early, assessments, pre-formatted slides, and more.
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How to Use This Guide
Session One: Course Overview
Session Two: Personal Best, Professional Best
The Importance of Appearance
First Impressions Count!
Session Three: Putting Others at Ease
Session Four: Distorted Thinking
Case Study: Angelique’s Thinking
Session Five: The Steps to Feeling Good
Session Six: Understanding Assertiveness
What is Assertiveness?
Session Seven: Improving Your Assertiveness Skills
Session Eight: Communication Skills
Session Nine: Asking and Listening
Session Ten: Non-Verbal Messages
Session Eleven: Writing Skills
The Four C’s
Letters and Memos
Session Twelve: Getting Ahead
What Employees Want
What Others Want
Session Thirteen: Self-Management
Time Management Tips
Where Do You Stand?
Organizing Your Workspace
Session Fourteen: Setting Goals
Setting Goals with SPIRIT
A Personal Action Plan
Session Fifteen: Working as a Team
Session Sixteen: Working with Difficult People
Session Seventeen: Learning to Say No
Expressing Your No
Session Eighteen: Dealing with Stress
Recommended Reading List
Pre- and Post-Assessment Answer Keys
Personal Action Plan