Administrative Support

Administrative Skills


Administrative assistants are a key part of most office environments. They work quietly in the background, ensuring that the business runs smoothly and efficiently. This workshop will give new administrative assistants tools that will make them that person that the office can"t live without. Experienced administrative assistants will learn new tools that will make them more efficient and valuable than ever.

In the Administrative Support course, participants will learn the core skills that will help them use their resources efficiently, manage your time wisely, communicate effectively, and collaborate with others skillfully. The practices presented in this course may take time to be a part of your daily work routine. However, making the commitment to consistently apply the concepts every day is the key to changing and adopting new behaviors in a short amount of time.

Administrative Support Course Outline:

Module One: Getting Started
Workshop Objectives

Module Two: Getting Organized, Part One
Dealing with E-Mail
Managing Electronic Files
Keeping Track of the Paper Trail
Making the Most of Voice Mail

Module Three: Getting Organized, Part Two
Keeping Your Workspace Organized
Using a To-Do Book
The Extra Mile: Adding Project Management Techniques to Your Toolbox

Module Four: Managing Time
Managing Your Time
Keeping Others on Track
Maintaining Schedules

Module Five: Getting It All Done On Time
The Secret to Staying on Track
Goal Setting

Module Six: Special Tasks
Planning Small Meetings
Planning Large Meetings
Organizing Travel

Module Seven: Verbal Communication Skills
Listening and Hearing: They Aren"t the Same Thing
Asking Questions
Communicating with Power

Module Eight: Non-Verbal Communication Skills
Body Language
The Signals You Send to Others
It"s Not What You Say, It"s How You Say It

Module Nine: Empowering Yourself
Being Assertive
Resolving Conflict
Building Consensus
Making Decisions

Module Ten: The Team of Two
Working with Your Manager
Influencing Skills
What to Do in Sticky Situations

Module Eleven: Taking Care of Yourself
Stress Management
Dealing with a Heavy Workload

Module Twelve: Wrapping Up
Words from the Wise
Lessons Learned
Completion of Action Plans and Evaluations

  • 0. Administrative Support
  • Pre-Assignment
  • 1. Admin Support - Module 1 - Getting Started
  • 1a. Admin Support - Module 1a - Workshop Objectives
  • 2. Admin Support - Module 2 - Getting Organized _I_
  • 2a. Module 2 case study
  • Quizz - Module 2
  • 01-READ Job Aid
  • 01a-Sample Email Set 1
  • 01b-Sample Email Set 2
  • 02-Electronic Files Worksheet
  • 03-Poorly Executed Voice Mail
  • 04-Well Executed Voice Mail
  • 3. Admin Support - Module 3 - Getting Organized _II_
  • 3a. Module 3 case studymp4
  • Quiz - Module 3
  • 05-Desk Workflow
  • 06-Project Meeting Case Study
  • 07-To-do Book Case Study Worksheet
  • 08-Project Stakeholders
  • 09-Work Breakdown Structure _WBS_
  • 10-Communication Plan
  • 11-Project Management Worksheet
  • 12-Project Management Body of Knowledge _PMBOK_
  • 13-Sample WBS Handout
  • 4. Admin Support - Module 4 - Managing Time
  • 4a. Module 4 case study
  • Quiz - Module 4
  • 17-Maintaining Your Schedule
  • 5. Admin Support - Module 5 - Getiing It All Done On Time
  • 5a. Module 5 case study
  • Quiz - Module 5
  • 18-WRAP Worksheet
  • 19-Secrets to Staying On Track Job Aid
  • 6. Admin Support - Module 6 - Special Tasks
  • 6a. Module 6 case study
  • Quiz - Module 6
  • 20-DART Worksheet
  • 21-POPCORN Small Meeting Planner
  • 22-FAST Large Meeting Plan
  • 7. Admin Support - Module 7 - Verbal Communication Skills
  • 7a. Module 7 case study
  • Quiz - Module 7
  • 23-Listening Activity Worksheet
  • 24-Questioning Worksheet
  • 25-Communicating with Power Case Study
  • 8. Admin Support - Module 8 - Non-Verbal Communication
  • 8a. Module 8 case study
  • Quiz - Module 8
  • 26-Body Language Worksheet
  • 27-Negative Body Language Job Aid
  • 28-Take Action
  • 29-Smile Job Aid
  • 9. Admin Support - Module 9 - Empowering Yourself
  • 9a. Module 9 case study
  • Quiz - Module 9
  • 30-Five BGC_O_s
  • 31-CALM Job Aid
  • 32-PEACE Job Aid
  • 33-Decision-Making Case Study
  • 34-Decision-Making Job Aid
  • 10. Admin Support - Module 10 - The Team of Two
  • 10a. Module 10 case study
  • Quiz - Module 10
  • 35-Influencing Skills
  • 11. Admin Support - Module 11 - Taking Care of Yourself
  • 11a. Module 11 case study
  • Quiz - Module 11
  • 36-Four D
  • 37-Stress Management
  • 38-Heavy Workload Plan
  • Closing
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: Forever