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Effective Office Management Skills (SSK30)


    This highly interactive program develops the key skills, insights and self-belief administrative and secretarial staff need if they are to carry out their vital roles effectively. It enables you to be more confident in talking to your manager about what is required and the standards you should achieve. This course develops your skills through a range of supportive activities.

    Course Level: Foundation
    Instructor: Lyn Mason

    Designed for you, if you are...

    • Experienced or new to an administrative, secretarial or personal assistant role
    • Wanting to develop your effectiveness in the role and make a greater contribution
    • Wishing to be part of a network useful to your future development

    How we build your confidence

    • Clear guidance on how to clarify what is expected of you in your particular role
    • Practical advice on how to carry out a range of activities needed in your role
    • We build your ability to deal with a wide range of situations through short inputs, discussions, small group working, activities and role plays

    The benefits from attending

    By the end of the program you will feel confident to:

    • Clarify your role and the standards expected of you
    • Exercise discretion and maintain confidentiality
    • Demonstrate a professional approach to key tasks and activities including filing, updating records, making appointments, organising travel, taking meeting minutes
    • Manage your own time and priorities including considering urgency and importance, managing interruptions, planning tasks, keeping several projects moving forward
    • Help your manager manage his/her time effectively
    • Deal professionally with internal and external clients and customers both face-to-face and on the telephone, including meeting and greeting visitors, responding to questions on procedures and processes and dealing with incoming phone calls
    • Diagnose the causes of actual and potential issues and problems and take positive steps to reduce or eliminate their impact, taking responsibility for follow through
    • Write effective emails and short business letters so that their meaning is clear and they are regarded as helpful and supportive by the reader
    • Write short reports (events, proposals, evaluations) so that they are easily understood and inviting to read
    • Present ideas verbally in a persuasive and clear way to meetings and small groups


    • Your role in the office
      - Defining your role, areas of responsibility and decision making parameters
      - Agreeing work objectives and indicators of performance
    • A professional image
      - Self-perception and the perception of others
      - How you want to be seen
    • Managing your own & your manager’s time
      - Clarifying and working to priorities
      - Protecting your manager from interruptions
      - Reminding of and preparing for meetings with managers
    • Systems & procedures
      - Managing paperwork - storage and retrieval
      - Keeping track of tasks and outstanding actions
      - Understanding and advising on departmental procedures
    • Practical problem solving
      - Problem solving techniques
      - Ownership and follow through of problems
      - Making decisions and resolving issues
      - Pre-empting the diary and contingency planning
    • Effective client & customer service
      - Meeting & greeting visitors
      - Answering the telephone
      - Developing questioning, listening and assertiveness skills
      - Understanding behaviour and dealing with difficult situations
    • Written communication
      - Writing business letters and effective emails
      - Drafting clear, readable short reports
    • Presenting ideas in meetings
      - Identifying your key messages and delivering them clearly and persuasively

    Customer Feedback

    "It was always engaging and interactive." - Office Assistant at Repsol




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