Customer Care & Communication Skills Training
An administrator/executive assistant is responsible for providing financial services, budget preparation,
procurement, travel arrangements, property control, and general administration. They offer services, advice and guidance to the programs, sections and offices within the Institute as endeavor to ensure sound and efficient financial management of resources and funds, in accordance with institutional financial rules and regulations, established policies and procedures, and specific donor requirements.
This training is therefore designed to help the administration staff in the institution to build and project
confidence, keep conversations focused and productive, exhibit knowledge and credibility and exert influence in everyday interactions.
Participants will be able to create a powerful alliance with superiors and enhance a professional profile within the organization. Discussions will also examine the essential relationship-building skills will help in the development of workable strategies and establish one’s authority and get ideas noticed. Another focus will be the impartation of skills that are needed to make a difference and grow in one’s career and in the organization.
To excel in this rapidly changing work environment, one needs more skills than ever before – like
understanding the organization’s business, managing change, communicating strategically, leading, working in teams and juggling new assignments with current responsibilities.
Expected Training Outcomes.
Understand and apply strategic language used by managers and executives
Analyze operational systems in their areas of responsibilities and develop enhancement plans
Manage changing roles and responsibilities whether working with bosses, peers, team members or
external stakeholders
Meet dynamic work expectations by expanding proactive capabilities
Assertively and confidently manage conflicts to achieve results
Apply emotional intelligence and effective listening practices
Use strategic diplomacy to handle office politics, difficult people and demanding situations
Effectively run office projects from initiation to close-out
Understand and apply protocol, diplomacy and etiquette when interfacing with VIPs
Who Should Attend:
From UN Agencies, Government, Foreign Ministries, International Organisation & Major Corporations,
Trade Unions, Political Parties, NGOs etc:
Program Managers
Program Assistants
Program Executives
Executive Associates
Executive Secretaries
Protocol Personnel
Diplomatic Personnel
Administrators
Supervisors
Secretaries
Support Staff
PA’s
Anyone who is responsible for coordinating, managing or being an effective member of Protocol,
Diplomacy Or an office team
Anyone wishing to gain knowledge on Protocol, Diplomacy & Administrative skills
Training Modules.
Working in An Executive Office.
Ability to clearly convey, persuade, and negotiate information and ideas to individuals or groups
Understand and awareness of program services, policies, procedures laws, rules, and regulations.
Ability to demonstrate and apply this knowledge in performance of administrative support tasks
Ability to explain and interpret program information to clients/customers and staff.
Ability to identify and understand issues, problems, and opportunities;
Determine course of action
Develops appropriate solutions
Ability to compile assimilates, organize, and analyze printed and electronic information.
Ability to apply knowledge of data research and manipulative analysis.
Working in an Executive Office.
Create a master list of goals and activities that are competing for one’s time and attention
Learn how individual behavioral styles influences the way one manages time
Understand how to distinguish important and urgent issues using a matrix
Develop a strategy for aligning daily activities to support job description and performance contract
Explore best practice processes for leveraging time to achieve goals
Learn effective techniques to over come the main time bandits that divert their time and attention away
from pursuing most important goals (including how to deal with the burden of email, how to cope with
interruptions, how to say no to low priority requests, how to deal with procrastination, how to delegate
low priority tasks, and much more)
Develop a strategy for making meetings more efficient and productive (logistical & coordinating
responsibilities before, during and after the meeting)
Problems with file system data management
Differences between databases and file systems
Problem Solving & Decision Making
How thinking and reasoning processes operate
Natural barriers to sound reasoning
Analytical techniques for comparing alternative solutions
Structure, standards, and ethics of critical thinking
Problem analysis best practices-using your decision time most effectively
Understand problems from multiple perspectives
Formulating creative solutions
Analytical decision analysis techniques such as sequencing, sorting, timelines, and matrixes
Analysis & Information Processing
What do I really want to find out?
Where can I find the in formation I need?
What information do I really need to use?
Presentation Skills.
Prepare and structure a presentation
Use body language/non-verbal language to enhance their presentations
Use their voice effectively- (paralanguage) by varying the pitch, tone, pace and making use of pauses
Understand the importance of personal image and dress when giving a presentation
Make use of visual aids to enhance their presentation
Over come nervousness
Make use of notes so that they don’t become a distraction to the audience
Prepare and structure a presentation
Use body language/non-verbal language to enhance their presentations
Use their voice effectively -(paralanguage) by varying the pitch, tone, pace and making use of pauses
Understand the importance of personal image and dress when giving a presentation
Make use of visual aids to enhance their presentation
Over come nervousness
Make use of notes so that they don’t become a distraction to the audience
Filing Systems
Differences between data and information.
Types of databases and their value for decision making.
Importance of data base design.
Database roots in file systems.
Be aware of the most commonly used tricks, traps and ploys used in negotiation and, more
importantly, how to deal with them See for yourself the factors which make the difference between
effective and average negotiators
Professional business writing & Minutes Taking
Learn the value of good written communication.
To learn how to write and proof read your work so it is clear, concise, complete, and correct.
Revisit the rules of good grammar and clear communication and Improve sentence construction and
paragraph development.
Building human Relations
Determining your interpersonal strengths and weaknesses: how you work with people
Establishing rapport: making others feel valued
Building relationships in a multicultural workforce
Crossing the divide: working effectively with other departments
Over come negativity in the workplace and stop it from spreading
Understanding how your behaviors and attitudes impact other
Strategies for quickly defusing explosive situations
Communicating inter-culturally in a globally representative institution
Collaboration among different personality types
Assertiveness
Demonstrate and model assertive behavior for win-win outcomes
Gain self-awareness of your attitudes, behavior patterns and habits
Develop a positive, proactive response to difficult behaviors in others
Exhibit confidence in your ability to address challenging situations
Stress management
Understand positive stress
Identify symptoms of burn out and over load
Identify the sources of stress in your work life
Change behaviors which add to stress
Make changes to situations that can be influenced
Influencing staff and partners without Authority.
The Law of Reciprocity—“exchange “as the basis for genuine “influence”
Giving power of “mutual exchange”—getting what you want and giving others what they need goods
and services—the” currencies “of exchange
Knowing what they want—understanding the world of your “allies”
You are more” powerful “than you think—understanding your own world
Fundamentals of protocol.
What Is Protocol and Etiquette
Order of Seniority for Official Functions
Flying of the Flag with flags of sovereign states
How to arrange for signing ceremonies
How to Address Various Office Bearers in Speech, in Letter Writing and when with Spouses (Heads
of State, Heads of Government, Diplomats, e.t.c )
Acceptable Conduct when Facilitating Introductions (Learn about the Ranking-who is to be introduced to who–very critical here )
Way forward After the Training
Participants will develop a work plan through the help of facilitators that stipulates application of skills
acquired in improving their organizations. ASPM will monitor implementation progress after the training.