NEWLY APPOINTED / JUNIOR OFFICE ADMINISTRATORS & SECRETARIES
Randburg, Johannesburg: 20-22 January / 15-17 April 2020
Durbanville, Cape Town: 22-24 January / 20-22 April 2020
Durban North: 17-19 February / 6-8 May 2020
Normal fee: R7,200.00 (R8,280.00 incl. VAT) per delegate.
Early bird discount less 20% p/p = R5,760.00 (R6,624.00 incl. VAT) per delegate for all new
registrations received and paid by 23 October 2019.
Group bookings for 3 or more delegates less 25% = R5,400.00 (R6,210.00 incl. VAT) per
delegate for all new registrations received and paid by 23 October 2019.
For in-house group bookings and other enquiries, please e-mail Ronell at firstname.lastname@example.org or
contact Charlotte on 011: 902-0720 or Ronell at 073 291 0450.
Working in an administrative or secretary role can be overwhelming. There seem to be so many
issues to be aware of, so many tasks to carry out – and all the while maintaining a happy face!
This three-day highly practical, interactive and energised workshop for newly appointed or Junior
Administrators and Secretaries will focus on the necessary and core competencies you will need
to project a professional self-image and confidence in the workplace. We further explore various
behaviours and personalities you find in the workplace and how to achieve excellence in the
The programme will help you to:
Understand your role as administrator / secretary
Take responsibility and ownership for what you do
Know and understand the 3 important A’s: Attitude, Assume, Approachable
Understand the importance of being pro-active
Be more organised – the secret of getting things done
Set meaningful objectives and goals
Plan and prioritise – have better time management
Make effective decisions,
Deal with conflict more effectively, and
Take minutes more effectively and organise meetings more professionally.
The course will give you the tools to become an excellent communicator and listener and to be
that valuable employee who can deal calmly and effectively with difficult situations and people.
The programme will also assist you to create harmony and a pleasant working atmosphere by
teaching you how to deal with pressure and stress in an everchanging workplace.
Who should attend?
Junior or newly appointed Administrators, Office Staff; Junior Personal Assistants and
Secretaries with no more than 3 years’ experience in the workplace.
Understanding of the role and function of the administrator / secretary in the organisation
Business etiquette and corporate dress code
Importance of corporate and personal branding
Time management made easy
Effective diary management and travel arrangements.
Telephone skills and the use of the telephone as a resource in business.
Excellent and competent dealing with customers.
How to WOW my customer every time.
Successful dealing with difficult situations, superiors, colleagues and customers.
Understanding different personalities and how to work with them.
Know and understand the importance of effective communication and listening skills.
Overview of written communication and e-mail etiquette.
Understanding of the principles of pro-activity & independent thinking and taking
Competency in records management and filing.
Minute Taking and professional handling of meetings and documentation relating to.
This course is NQF aligned and level 4/5.
PROGRAMME DAY 1
Competencies and skills required for your role
Skills and traits needed to face and be sustainable in the workplace and the 4 th
Industrial Revolution you work in.
The 4 Agreements
Confidentiality and trust
Learn how perceptions, attitudes and beliefs affect your performance
Why is attitude important?
Taking pride in what you do.
Be reliable and dependable.
Loyalty towards my company, colleagues and superiors.
Importance of image
Dress, mannerisms and appearance
Behaving appropriately in diverse circumstances
VAK Learning styles
Determine how good your time management abilities are
How to determine my priorities
Dealing with interruptions
Taking responsibility for your workspace
PROGRAMME DAY 2
Relationship Management: My role in the team, Different Personalities and Conflict
Understanding behaviour and personalities of people
How to work with the various personality styles
Managing and developing professional relationships in the workplace
Pro-activity and initiative
My role in the team: Considering the best for your department
Identify and dealing with different conflict styles and aggression
Excellent Communication and Listening Skills
Differentiate between inter-personal and intra-personal communication
Understanding assertive communication
Listening skills: determine how well you really listen
Developing excellent listening skills
Using body language to build effective relationships
Avoiding misunderstandings in communication
The 7 Cs of communication
Professional Customer Service Skills
Understand the definition of the customer and customer service
How do I WOW my customer every time?
Going the extra mile for your customer
Keeping your customers
PROGRAMME DAY 3
Organising and Planning
Goal Setting: principles of SMART goals
Principles of Problem-solving and decision-making
Minute taking and professional handling of meetings and documentation
Characteristics, purposes of, procedural requirements and general problems with formal
The functions, roles and responsibilities of the Chairman
The functions, roles and responsibilities of the Secretary
Plan, prepare and write effective minutes.
Attached is a registration form. Should you wish to register for this programme or register
someone else, please complete the form and fax it back to 086 633 8092 or e-mail it to me on
NATIONAL OPERATIONS MANAGER
ACADEMY FOR BUSINESS EXCELLENCE AFRICA &
NTA – An Accredited SERVICES SETA provider
Your first choice in Human Capital Development
JHB Office: +27-11-902-0720 / Charlotte: 062 162 1640 | Fax: 086 633 8092