Administrative Support & Procedure

• Why Your Office Needs Administrative Procedures
• Gathering the Right Tools
• Identifying Procedures to Include
• Top Five Procedures to Record
• What to Include in Your Binder

• What to Include in Your Binder
• Organizing Your Binder
• What Not to Include in the Procedure Guide
• Share Office Procedure Guide
• Successfully Executing the Guide

• Getting Organized, Part One
  • Dealing with E-Mail
  • Managing Electronic Files
  • Keeping Track of the Paper Trail
  • Making the Most of Voice Mail
• Getting Organized, Part Two
  • Keeping Your Workspace Organized
  • Using a To-Do Book
  • The Extra Mile: Adding Project Management
  • Techniques to Your Toolbox
• Managing Time
  • Managing Your Time
  • Keeping Others on Track
  • Maintaining Schedules
• Getting It All Done On Time
  • Prioritizing
  • The Secret to Staying on Track
  • Goal Setting
• Special Tasks
  • Planning Small Meetings
  • Planning Large Meetings
  • Organizing Travel

Verbal Communication Skills

• Listening and Hearing: They Aren’t the Same Thing
• Asking Questions

• Communicating with Power

Non-Verbal Communication Skills

• Body Language

• The Signals You Send to Others
• It’s Not What You Say, It’s How You Say It
• Empowering Yourself
  • Being Assertive
  • Resolving Conflict
  • Building Consensus
  • Making Decisions
• The Team of Two
  • Working with Your Manager
  • Influencing Skills
  • What to Do in Sticky Situations
• Section Ten: Taking Care of Yourself
  • Ergonomics
  • Stress Management
  • Dealing with a Heavy Workload