Administrative Professional Certificate Level 2


Who Will Benefit:

Administrative Professionals Certificate Levels 2 is offered as consecutive four-day classes for administrative assistants, administrative professionals, executive secretaries, and support staff.

Day 1:Critical Thinking and Decision Making

This one-day class is designed to help individuals develop and build decision-making, critical-thinking, and problem-solving skills. Participants will learn about various methods for assessing and resolving problems and for understanding the role of inferences and assumptions. The class is intended to serve as a means for building confidence for how to ask the right questions and in overcoming the stress that some times accompanies making decisions. Participants will gain an understanding of how to be proactive, more confident, less stressed, and able to influence and persuade others. Additional topics to be covered include:

  • How to ask questions to get the answers you need

  • How to apply creative problem-solving techniques

  • How to build greater professional recognition through enhanced skills

Day 2: Positive Assertiveness in the Workplace

This one-day class focuses on how to be assertive by sending the right signals and getting the right responses. The session provides insight in to how you can handle yourself without appearing to be either shy or pushy. Participants will learn how to get things done; better manage conflicts; recognize one's own strengths and weaknesses; and build a positive image. Additional topics to be covered include:

  • Learn various assertive behaviors to use in challenging situations

  • Learn how to assess your stress level and manage that stress

  • Learn how to use assertive communication techniques: verbal, non-verbal, and assertive listening

  • Develop an assertive delegation strategy

Day 3: Being an Effective Communicator

The purpose of this one-day class is to improve business relationships through skills of interpersonal communication with internal and external customers. Participants will gain a perspective of service excellence from the customer's point of view when conducting business transactions both in person and via telephone. Using discussion and interactive exercises, you will develop skills for dealing with internal and external customers in a variety of recurring scenarios, including technical support, answering questions, and giving information. The class will cover areas such as knowing what customers expect; assessing the personality types of customers; controlling problem situations; creating a positive image for customers; and using effective phone and e-mail communications. Additional topics will include:

  • Learning the blue print of effective communication

  • Learning the five basic strategies for handling stressful customer situations

  • Learning how to handle all customer transactions professionally and efficiently

Day 4: Developing Organizational Skills

One of the more difficult tasks any leader faces is learning to effectively manage his or her job and that of others. The realities of shorter deadlines, competing priorities, endless meetings, constant interruptions, and high-quality expectations are just a few of the challenges individuals face on a day-to-day basis. The number of hours in the day remains the same, so in order to be effective in the job, leaders must manage their time; delegate effectively; put organizational tools and techniques to use; and analyze, plan, and schedule activities based on priorities. The purpose of this class is to assist participants in learning all of the above as a means of being more effective in their jobs. Topics to be covered include:

  • Developing and using a can-do attitude

  • Establishing goals

  • Knowing what to prioritize

  • Learning the keys to analyzing how your time is spent

  • Developing a master plan for being more effective

  • Knowing when to do things by scheduling

  • Controlling interruptions

  • Improving meetings

  • Conquering procrastination