4-Day Course

Today's administrative professional needs flexibility and a broad portfolio of skills including self-motivation, assertiveness, and dealing with difficult people. You will benefit from this course if you are an administrator, medical secretary or PA, who wants to enhance your administrative support skills, as well as evaluating your existing techniques.

 

Learning Outcomes

By the end of this interactive four-day programme, you will have explored:

  • The evolution of the role of administrators and support staff
  • Your areas of strength and your areas for improvement in the office environment
  • Handling new challenges and responsibilities with confidence
  • What motivates you at work
  • Influencing and assertiveness skills using effective non-verbal and verbal communication
  • Your preferred working style and relate it to your interaction with others
  • How to make effective use of the time you have
  • When & how to take the initiative in solving problems
  • How to be an effective listener & Note Taker
  • Providing excellent service on the telephone
  • A variety of ways to deal with difficult situations
  • How to manage the effect pressure has on you and others
  • A personal action plan for implementation in the workplace

 

Style and Structure

This highly participative four-day programme is designed to use facilitated discussions, group activities and reflective time in order to provide a rich learning experience that can be applied directly in the workplace.

 

Key Course Content

  • The need for and effect of change: defining why it is important for the organisation and the individual.
  • Effective communication : How to be effective, assertive & influencial in Face to Face and Telephone communication.
  • Problem solving: Taking initiative in solving difficulty in the workplace and ways to assist in overcoming problems.
  • Making best use of your time: Better planning & decision making through effective time management and prioritisation techniques.
  • Taking notes in meetings:  Practising the skills of listening, note taking and being proactive in meetings
  • Working under pressure : Coping with pressure and the effect it can have on our lives

 

Core Programme: Day by day:

Day 1 - The ever changing role of Administration & Support roles

  • Personal objectives for the programme
  • The evolving role of the administrative professional within healthcare
  • Showing personal initiative in problem solving
  • Communication effectively
  • Questioning techniques and listening skills
  • The significance of assertive behaviour
  • Your rights and responsibilities
  • How to deliver an assertive message
  • Completion of a personal action plan

 

Day 2 - Influencing Skills, Working styles and Time Management

  • What is influencing?
  • Building Trust
  • The importance of positive language
  • Exploring your working style
  • The importance of self-motivation
  • Planning & Time Management
  • Setting goals
  • Prioritisation
  • Handling interruptions
  • Completion of a personal action plan

 

Day 3 - Telephone Skills and Taking Notes in Meetings

  • Handling calls in a professional manner
  • Communicating clearly to avoid or clarify misunderstandings
  • Questioning and Listening
  • Dealing with enquiries, complaints and take messages effectively
  • Responsibilities of the note-taker
  • Preparing for the meeting
  • How to know what to write down
  • Strategies for successful note taking
  • Completion of a personal action plan 

 

Day 4 - Handling Difficult Situations & Building Resilience

  • What is 'Difficult'?
  • Triggers that cause difficulty
  • What people disagree about
  • Turning concern into action
  • Appropriate strategies for the situation
  • How to build your resilience
  • The difference between good & bad stress
  • Causes of pressure
  • Everyday techniques to cope with pressure
  • Create a personal plan to build your resilience
  • Completion of a personal action plan

 

All courses are delivered onsite by a training team with experience of working in over 50 NHS Trusts, and provide key professional development skills contextualised to fit an NHS environment.

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