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Home > Professional Development > Performance Enhancement > Essential Skills for EAs and PAs
Essential Skills for EAs and PAs
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| Learning Method: |
Instructor Led |
Overview: |
| Expand your horizons beyond the traditional role of the secretary or PA gain new skills, take on more responsibility and achieve greater work satisfaction.
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Target Audience: |
| Those who have recently benefited from this training include:
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- Secretaries
- Personal Assistants
- Executive Assistants
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Key Participant Benefits: |
- Be more proactive and take initiative and increase satisfaction
- Streamline work so that more is achieved both individually and in support of the manager
- Build relationships across the business for better understanding and rapport
- Recognise and deal effectively with stressful situations
- Review image and make adjustments for increased professionalism
- Control difficult situations for positive outcomes
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Key Business Benefits |
- Presents a professional business image to customers both external and internal
- Boosts productivity through accurate, clear and well-constructed communication and time management
- Anticipates the manager’s needs and acts as both enabler or gate-keeper, as necessary
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| Lesson 1: The Big Picture |
- The Evolution of the Secretary
- Your Work Role
- What Australian Executive Assistants Do
- The Future
- A Professional Image
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| Lesson 2: Customer and Client Service |
- Your Attitude The Key to Success with People
- Customer Service
- Small Group Exercise
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| Lesson 3: Refining Your Communication Skills |
- Professionalism & Communication Skills
- Obtaining Information and Ascertaining Needs
- Non-verbal Communication
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| Lesson 4: Assertiveness and Self-Confidence |
- Assertive Communication
- Which is Which?
- A Quick Quiz
- Your Personal Beliefs and Rights
- "I" Language
- Use "I-statements" Rather Than "You-statements"
- Positive Phrases
- Co-operation Techniques
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| Lesson 5: Efficiency and Effectiveness |
- Where Does My Time Go?
- Prioritising
- The Time Management Matrix (Covey)
- How to Work from a Clear Desk
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| Lesson 6: Managing Your Time on the Telephone |
- Managing E-mail
- Rules of Good E-mail Management
- Netiquette DOs and DONTs of E-mail
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| Lesson 7: Diary Management |
- Working Better as a Team
- Tips for Handling Your Managers Diary Effectively
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| Lesson 8: Organising Productive Meetings |
- Meetings
- What Is the Purpose of a Meeting?
- Are There Alternatives to Meetings?
- Solving Common Meeting Problems
- Organising Meetings
- Checklist for Effective Meetings
- Sample Meeting Agenda
- Allocating Tasks to Others
- Giving Instructions
- Getting Through the Barriers
- Stress Management
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| Lesson 9: Professional Telephone Skills |
- Telephone Basics
- Transferring Calls and Taking Messages
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| Lesson 10: What Next? |
- Goal Setting
- Working with Your Manager
- Checklist for Establishing Good Rapport with Your Manager
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