Management Skills, Customer Care and Project Management for PA’s and Executive Secretaries
Today’s professional ‘PA / Secretary / Frontline staff’ is expected to assume management and technical responsibilities, often in the absence of their manager. They are expected to co-ordinate peers, supervise, identify and handle both decisions and crises. Not only is the PA / Secretary / Frontline Staff a very competent secretary, but also a time manager for both herself and her boss. You have to remember that unreasonable demands from the hierarchy within the company as well as clients always interfere in her daily duties.
It is necessary to know that the PA / Secretary / Frontline Staff’s/ responsibilities have no limits whatsoever and do not end when her/his boss is away, in fact their responsibilities increases during their bosses absence. All PA / Secretary / Frontline Staff’s want to be able to be dependent on their own abilities; they need to have confidence, which will allow them to exercise their own initiatives and skills. Once they have unleashed their full potential they will not only be able to work to their optimum capacity but also reach high performance levels expected by their executive team.
- Developing skills for managing front office skills
- Managing interpersonal team processes to achieve required outputs
- Establishing the relationship between different management levels and tasks in the organisation
- Acquiring good decision making skills
- Improving communication skills
- Demonstrating, planning and preparing communication for meetings and prepare meeting reports
- Minute taking and Report Writing
- Developing effective communication skills
- Personal Assistants
- Executive Secretaries
- Administrative Assistants
- Frontline Personnel
- Customer Service Personnel
- Departmental Secretaries
- Office Administrators
- Support Officers
NQF level 5,5 Credits towards a Higher Certificate in Management. A Competency certificate can be earned, subject to successful completion of the POE/ Assessment in the specified period stipulated at the event. If a participant chooses not to complete the assessment, he/she will receive a certificate of attendance only
This workshop is aligned to the following unit standard(s)
- Apply Client Services Techniques to Improve Service Delivery – SAQA US 242864
Our Accreditation Partner
In terms of the Higher Education Act, all courses and programmes offered by Business Schools resort under the Council on Higher Education’s Quality Committee (CHE QC) for assessment and quality-assurance purposes. All courses offered by Southern Business School are registered through the prescribed higher education processes and are subject to internal quality assurance processes as far as moderation, assessment and accreditation are concerned. When short courses are aligned to modules of formal academic programmes of Southern Business School, or SAQA Registered Unit standards, they are credit-bearing short courses. This status is also described in the Criterion Guideline document for Short Courses” from SAQA
Dr. Dolf SteynDPhil (Information Science), MEd (Cum Laude), HDE and FDE
Dolf was the Managing Director for Pearson institute of Higher Education. His career includes work across 3 continents and amongst multiple cultures and organisations including Deloitte and Tshwane University of Technology.During his time at Deloitte consulting, he started a project management office which supported a team who among others did SABA installations, LMS roll-outs and custom software solutions.
Previously he was Director of Teaching and Learning with Technology at the Tshwane University of technology which has the second largest Blackboard LMS roll-out in South Africa. His career includes work in education, public, private and corporate sectors. He is experienced in working in teams, delegations and committees as well as in the running of projects as an individual. Dolf has taught Project management at graduate level for the last 15 years. Dolf served on examination boards, investigation/advisory commissions and industry work teams. He has published nationally and internationally and is a frequent contributor to workshops, training sessions and conferences.