Diary System

Course Outline

Role of a modern Personal Executive Assistant

• The framework of a modern organisational structure
• Understanding today’s global business environment
• Expanding and branding the value of a PA/EA
• Understanding the managerial aspects
• Competencies of a next-generation PA/EA

Assistant and Manager Relationship

• Forming Common Objectives and Priorities
• Effective methods of communication with the Manager
• Building and Maintaining the working relationship
• Adapting to the manager’s work style and anticipating his needs
• Partnering with the manager
• Dependent and Independent decision-making processes
• Being the managers representative

 Time Optimisation, Task Management & Prioritization

• Importance of time optimization
• Importance of task management
• Task Efficiency & Effectiveness
• Time management techniques
• Prioritization and Multitasking
• Urgent/important Matrix
• Delegation of tasks
• Managing conflicting priorities
• Importance of SMART Objectives

 Business Etiquettes and Diplomacy

• Protocol and business etiquette
• Reflecting the brand
• Customer Experience Skills
• Remembering names and appointments
• Noting schedules
• IMPACT
• Netiquette: Net Etiquette
• Confidentiality and Compliance
• Preserving Data securely
• Business Correspondence

Effective Interpersonal Communication

• Building inter-department and client relationships
• Handling difficult personalities and scenarios
• Improving self-confidence and assertive Skills
• Presenting your opinions and influencing others
• BATNA and negotiation techniques
• Negotiating Win-Win Results
• Perceptions, Attitudes, and Beliefs
• Telephone Etiquette
• Active listening skills
• Paying attention to detail

 Meetings Management

• Meeting Etiquette
• Planning and preparation for the Meeting
• Preparing the Agenda
• Techniques for writing the minutes
• Improving the efficiency of meetings
• Actions plan after meetings
• Note-taking and transcription
• Closing and follow-ups
• Appointment Booking and Arranging Interviews
• Travel Arrangements and Event Management

 Emotional intelligence (EI) and Stress Management

• Emotional intelligence: Introduction
• EI and human psychology
• Dimensions of EI for Assistants
• Developing EI tactics and skills
• Stress: The Symptoms
• Controlling Stress
• Dealing with stress effectively
• Emotions, Stress, and Productivity

 Visitors Management

• Welcoming visitors
• Dealing with different kind of Visitors
• Improving Customer Service
• Different Techniques for Screening Visitors
• Servicing Internal and External Customers
• Handling Complaints Professionally

 Professional Business Communications

• Business Report Writing
• Elements for Business Writing
• Document Proofreading
• Writing Professional Emails and Etiquette
• Business Correspondence
• Presentation Skills and WHPI Method
• Communications involving complaint handling
• Giving and Receiving Feedback
• Body Language and Building Rapport
• Diary management and Calendar management

Additional Responsibilities

• Handling managers personal requirements
• Managing Interruptions
• Administrative duties
• Sourcing office supplies
• Accounting and Stock Management
• Simple Budgeting
• Invoice and Petty Cash Management