Executive Office Skills (EOS)

Executive Office Skills (EOS) 2

EOS Objectives

By the end of the course, participants should have:

  • Extended their understanding of their roles and the key contribution they make to organizational success
  • Reviewed their working relationships
  • Reviewed and developed their personal organization, communication and interpersonal skills
  • Developed an action plan to help themselves, their boss and other colleagues work in more effective and efficient ways

EOS Topics

  • Customer Services
    • Face-to-face contact
    • Dealing with awkward customers
    • Dealing with complaints and complaints policy
    • Person-to person and dangerous contact
  • Communication, Managing Time and Stress
    • Avoiding communication breakdown
    • Listening skills
    • Managing requests, conflict, interruptions and access
    • Managing conflict
    • Giving and receiving delegation
    • Constructive criticism skills
    • Meetings
    • Time stealers and personal style
    • Helping others manage time
    • Planning and priority setting
    • Introduction to project management techniques
    • Monitoring progress and dealing with crises
  • Written Communication Skills
    • Taking notes and writing minutes
    • Letter and email writing (discussion of some templates)
    • Editing and proof-reading skills
  • Desk Management
    • Office layout and ergonomics
    • Information systems
    • Managing the paper load
  • Outlook Management
    • Getting the best from e-mail and office technology
  • The Office Administrator & Personal Assistant’s Roles
    • The ‘competence’ model and the competences of effective Office Administrators, Executive Secretaries and Personal Assistants

Organizational structures and cultures, managing work relationships

Prerequisites

Basic computer skills

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