Advanced Skills for Professionals (administrative)

Advanced Skills for Professionals
(Administrative)
KeyPoints to develop in your own time!
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Aim of publication
To introduce the reader or the learner on how
to better equip oneself as an Administrative
Professional.

After going through the KeyPoints outlined in this publication, the reader
should be able:
☺Putting A Best Foot Forward
☺Managing himself/herself and Those Around him/her
☺Partnering with A Manager
☺Communicating with Power and Confidence
Learning Objectives

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Advanced Skills for Administrative Professionals – Summary
☺ What are your thoughts on conflict in the
workplace? Do you dread it? Quietly try to
avoid it? Or do you rush ahead to meet it
with enthusiasm; certain that it will bring
renewed vigour and badly-needed change to
your organization?
☺ No matter your answer, the KeyPoints will
provide you with the opportunity to skill up
for coping with conflict and putting it to
work for good, preferably.
☺ Conflict is inevitable in the workplace.
Everybody has their own ideas about how
things should run.
☺ Eventually, these ideas will collide. When
they do, you better be prepared.

Advanced Skills for Administrative Professionals – Summary
☺ Above and beyond all the skills you can
possibly learn for coping with conflict,
effective communication skills will prove to
be the most beneficial.
☺ Without open lines of honest communication
in the workplace, unspoken and harboured
conflicts will boil and fester until
productivity grinds to a halt.
☺ Knowing how and when to address issues of
conflict will help you to cut away destructive
behaviours, encourage healthy arguments,
and create an environment full of vigour and
embracing of change.
☺ Expanding the KeyPoints lined up here will
help you to learn all this and more.

☺ (Section 1) Putting Your Best Foot Forward
☺ (Section 2) Managing Yourself and Those Around You
☺ (Section 3) Partnering with Your Manager
☺ (Section 4) Communicating with Power and Confidence
Advanced Skills for Administrative Professionals - Sections list

(Section 1) Putting Your Best Foot Forward – Summary
☺ Are you interested in taking charge of your
career? Would you like your job to be more
interesting, to offer you more challenges?
☺ Today's workplace offers more opportunities
than ever for administrative support
professionals to assume more responsibility
and be more active in office decision-making.
☺ To develop these points is to show yourself
some ways to assess yourself to ensure
you're ready to work towards a new role. It
will also show you some techniques for
interacting with co-workers, subordinates,
and superiors.
☺ In addition, projecting self-confidence helps
to become the kind of person to whom people
give their loyalty and trust.

(Section 1) Putting Your Best Foot Forward – HighPoints
☺ Gauging Your Personality and Behaviour
☺ Interacting with Others
☺ Maintaining a Professional Image

(Section 1) – HighPoints - Gauging Your Personality and Behaviour
☺ recognize the value of gauging your
personality and behaviour.
☺ match personality types with their
appropriate character descriptions.
☺ apply techniques for maintaining a positive
attitude, in a given scenario.
☺ also, apply a course of action in a given
scenario to change an undesired behaviour.

(Section 1) HighPoints - Interacting with Others
☺ recognize the value of using the techniques
for interaction with others.
☺ apply skills for dealing with criticism, in any
given scenario.
☺ use techniques for being a more supportive
team member.
☺ apply the steps for asking for help.
☺ identify strategies to increase personal
power.

(Section 1) HighPoints - Maintaining a Professional Image
☺ recognize the benefits of maintaining a
professional image.
☺ apply the guidelines for increasing self-
esteem.
☺ judge whether the guidelines for maintaining
confidentiality have been followed
effectively.
☺ apply methods for keeping promises.
☺ employ guidelines for accepting responsibility.

(Section 2) Managing Yourself and Those Around You - Summary
☺ Successful administrative support
professionals must be good managers and
vice versa.
☺ This means managing time and energies, as
well as cooperatively working with bosses and
co-workers.
☺ This KeyPoints point out successful
strategies for dealing with the myriad
demands on the time, resources,
communication skills, and organizational
powers of administrative assistants.

(Section 2) Managing Yourself and Those Around You – HighPoints
☺ Time and Stress Management
☺ Partnerships and Information Networks
☺ Creative Problem Solving
☺ Managing Conflict

(Section 2) HighPoints - Time and Stress Management
☺ recognize the benefits of successful time and
stress management.
☺ match stress reducing organizational
strategies to given examples.
☺ draw the strategy that will help organize an
administrative team.
☺ apply effective time management strategies
when coping with specified time management
problems.
☺ choose the appropriate action to deal with
calls and visitors.

(Section 2) HighPoints - Partnerships and Information Networks
☺ recognize the benefits of effective
partnerships and information networks.
☺ apply strategies that establish partnerships
within an organization.
☺ select approaches for establishing an
information network.

(Section 2) HighPoints - Creative Problem Solving
☺ recognize the benefits of creative problem
solving.
☺ identify appropriate questions to ask, in
order to clarify the problems involved in a
difficult situation.
☺ use clarifying techniques to analyse a
specified problem.
☺ apply techniques of goal-oriented problem
solving.

(Section 2) HighPoints - Managing Conflict
☺ identify the benefits of being able to
manage conflict in the workplace.
☺ apply strategies for dealing with a difficult
person.
☺ manage conflict between two people, in a
given scenario.
☺ promote a healthy environment after a
confrontation.

(Section 3) Partnering with Your Manager – Summary
☺ You may have noticed that the traditional
secretary has gone the way of the dinosaur.
☺ However, your manager may not yet have
entered this new age in which administrative
support professionals are working as partners
with their managers and supervisors.
☺ These KeyPoints will point out the way to
make the transition from working as a
subordinate following orders, to partnering
with a boss as an empowered and valued
member of the management team.
☺ For administrative support professionals to
try to identify those strategies that will
make them more effective in this role.

(Section 3) Partnering with Your Manager – HighPoints
☺ Establishing a Business Partnership with Your
Manager
☺ Managing Relational Challenges
☺ Being Your Manager's Right Arm

(Section 3) HighPoints - Establishing a Business Partnership with Your
Manager
☺ recognize the benefits of establishing a
business partnership with a boss.
☺ identify the essential elements to include in
a partnership proposal.
☺ apply techniques to propose a partnership
idea to a boss, given a scenario.
☺ identify the priorities of implementing a
partnership plan.

(Section 3) HighPoints - Managing Relational Challenges
☺ recognize the importance of handling
relational challenges with the manager.
☺ identify ways to deal with different types of
bosses.
☺ choose the proper approach to use with a
line-manager in a given scenario.
☺ use principles for maintaining a professional
relationship with a boss in a given scenario.
☺ identify the considerations that must be
made when deciding whether to confront a
boss.
☺ use the appropriate skills to handle
confrontation with your manager.

(Section 3) HighPoints - Being Your Manager's Right Arm
☺ recognize the benefits in being essential to
your manager.
☺ identify three strategies that allow an
administrative assistant to anticipate a
boss's needs.
☺ identify examples of the principles for
making a boss look good.
☺ identify the principles for communicating
information to a boss.
☺ identify the strategies for maximizing your
effectiveness within your organization.

(Section 4) Communicating with Power and Confidence – Summary
☺ Do you want to be an effective and powerful
communicator? Do you want to take charge,
welcome responsibility and view challenge as
an opportunity?
☺ Nowadays, when administrative support
professionals talk, supervisors listen.
☺ They have been empowered and given many
managerial responsibilities. They can now
work alongside rather than as subordinates
to managers.
☺ They no longer only proofread, make coffee,
or take notes.
☺ Today they run team meetings, benchmark,
make presentations to senior management,
pass out their own business cards, and earn
degrees.

(Section 4) Communicating with Power and Confidence – Summary
☺ Administrative support professionals who can
communicate, teach, guide, mentor, and
make important decisions have a greater
chance of achieving upward mobility in their
workplace.
☺ Administrative assistants can be better paid
as a result of taking on these
responsibilities.
☺ The KeyPoints will show you how to
communicate with power and confidence, a
skill that will possibly enable you to advance
your career.

(Section 4) Communicating with Power and Confidence – HighPoints
☺ Communicating to Get the Results You Want
☺ Listening and Responding to Others
☺ Representing Your Manager

(Section 4) HighPoints - Communicating to Get the Results You Want
☺ recognize the benefits of communicating
effectively in the workplace.
☺ use techniques to influence and persuade, in
any given scenario.
☺ sequence the steps for selling ideas to co-
workers.
☺ effectively use the steps to sell ideas.
☺ use appropriate actions to say "No" with
confidence, in a given scenario.

(Section 4) HighPoints - Listening and Responding to Others
☺ recognize the benefits of effectively
listening and responding to people in the
workplace.
☺ be able to identify examples of good
listening skills.
☺ identify examples of effective nonverbal
communication skills.
☺ identify examples of how to effectively train
employees.
☺ effectively use the correct steps for
handling a specified crisis situation.

(Section 4) HighPoints - Representing Your Manager
☺ identify the benefits of being able to
confidently represent your manager.
☺ identify examples of the strategies for
confident and authoritative representation of
your boss.
☺ recognize the steps in communicating
decisions for your manager.
☺ use the steps to communicate a decision for
your boss, in a given scenario.
☺ identify examples of strategies for
developing your delegating skills.

Advanced Skills for Administrative Professionals - Conclusion
☺ Upon developing the KeyPoints here you
should be able to be familiar with the
following:
• maintaining a positive attitude.
• increasing your self-esteem.
• listening effectively.
• pitching a partnership proposal to your
manager.
• implementing a partnership plan.
• dealing with calls and visitors.
• coping with difficult people and
mediating conflict.
• saying "no" with confidence.
• handling crisis situations.
• representing your manager with
authority and confidence.
• dealing with criticism professionally.

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