1. Entering the
Workforce
Becoming a
Professional
Managing &
Organizing Yourself
Working Ethically
Understanding the
Workplace Team
Developing
Customer Focus
The Administrative
Professional

2. Employer Expectations
Skills, Skills and more Skills…
Technical skills
Interpersonal skills
Critical thinking skills
Problems solving skills
Professionalism
Productivity

4. Managing and Organizing Yourself
Prioritize your work
Ready to go principle
Avoid procrastination
Remember time is money and you are being paid to perform.

6. 2
Storming 5
Adjourning
3
Norming
1
Forming
4
Performing

7. Developing Customer Focus

8. Records Management
Improving Communications Skills
Developing Presentations
Handling Communications
Planning Meetings and Events
Managing Records
Communication
The Keys to Success

9. Improving Communication Skills
“What I hear you saying is…” vs “What did you say?!”
Listen to others as well as yourself
Pitch, tone, volume and rate of speech
Think it through, write it out, reread and edit
Use proper format for memos, letters, and reports

10. Developing Presentation Skills
Be Prepared
Plan for mishaps in the environment
 Ask ahead of time or visit the location
 Bring hard copies as back up
Rehearse and know your subject thoroughly

11. Handling Telecommunications
Smartphones, laptops and network providers
Protect information using firewalls, antivirus and anti
spyware packages
Receive callers and communicate pleasantly
 Transfer and place on hold carefully especially when handling multiple calls
 Screen as instructed to keep the boss happy
 Check voicemail twice a day or more frequently
 When leaving messages be courteous and get to the point quickly

12. Planning Meetings and Events
Give enough notice for all to attend & confirm date
and time
Facilitate reaching decisions - identify issues and
creatively problem solve (mediate)
Have an agenda and stick to it, respect time, provide
a conference report to all attendees with in 48 hours

13. Managing Records