Soft Skills Ltd

Professional Skills For Support Staff Program

Course Duration: 2 Days

Program Overview:

Administrative assistants, secretaries, and receptionists have a reputation of simply needing to answer the phone and greet office guests. In reality, they are the foundation of organizations, enabling each team member to get the job done. Responsible for organizing schedules, communicating on behalf of executives, maintaining contact lists, and more, they serve as a critical support role.


The support and administration staff in your office can often mean the difference between tasks running smoothly and efficiently or details falling through the cracks. There’s no doubt support staff is often the lifeblood of every business and an essential part of daily operations.

However, every office has its own distinct set of needs and it’s important that your support staff has the skills and experience to jump on tasks without a steep learning curve.


In this program we seek to polish the skill set of these critical staff members who very often are the very face of the organisation

Who Should Attend:

  • Administration assistants
  • Receptionists
  • All front office staffs
  • Secretaries
  • Property caretakers
  • Janitors
  • Security personnel

Key Learning Outcomes:

By the end of this program, support staff will be able to:

  • Project professional credibility, authority and presence
  • Communicate compellingly and have the intended impact
  • Plan, organize and control the workload and priorities
  • Build the power needed to get the job done
  • Maintain key relationships to access information and support
  • Analyze situations, make decisions and solve problems calmly
  • Improve the working life of your team
  • Raise your performance from activity level to leadership
Course Content:
  • Four steps to a positive attitude
  • How to deal effectively with negativity in the workplace
  • The essential functions we do to fulfill the job
  • Four key concepts that govern our work
  • What is meant by “support the team”?
  • Your leadership and motivating role in the administrative context
  • Your personal leadership styles
  • Determining your manager’s style
  • Mastering the multiple-boss challenge
  • Key actions to take in contributing to your boss’s and team’s success
  • The components of a successful team
  • Setting specific, measurable objectives that work
  • Best techniques for prioritizing and managing shifting priorities
  • Becoming better organized and helping others do so
  • Asking effective questions
  • Listening actively for meaning
  • Expressing ourselves assertively, including a three-part model
  • Saying “No” without straining relationships
  • Keeping our clients (including managers) in the loop
  • Presenting requests to ensure acceptance and action
  • High and low payoff time investment
  • Experience-based techniques for effective time management
  • How to write and use a proper daily To Do list
  • Prioritizing revisited
  • Tools and techniques for managing ongoing heavy workloads
  • What stress and stressors are, and early indicators of stress level?
  • Preventive and prescriptive stress management strategies
Training Methodology:
  • Mini lectures
  • Role plays
  • Brain storming
  • Question and answer sessions
  • Video presentations
  • Demonstrations by the trainer
  • Practical group activities
  • Case studies

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