Module 1: Making the Transition from Administrator to Office Manager

Identifying your Role as a Manager and what your Company Requires of you

• The “Administrator / Process Manager” Role: Ensuring that Paperwork, Procedures and Systems run smoothly
• The “People/ HR Manager” Role: Maintaining thorough employee records (including documentation relating to Leave, Sick Leave and Absenteeism) and managing tricky situations in line with current legislation
• The “Project Manager” Role: Managing small scale projects within the office, or providing support for larger scale projects undertaken by your company

Assessing your Performance and Mastering Self–Management Skills

• Organisational Skills: Are you able to accomplish multiple tasks in a systematic, orderly way?
• Time Management, Planning and Prioritising: Are you using your time wisely and completing important tasks by their due date?
• Stress Responses: Do you manage stress and pressure without allowing it to have a negative effect on your work environment?
• Image, Dress and Professionalism: Do you portray a respectable image to staff, colleagues and superiors?

Module 2: Key Areas of Competency for the Professional Office Manager

Understanding your Company’s Objectives to Better Manage Office Activities

• Promoting awareness and efficiency among all employees by following a step–by–step guide for writing clear office policies that can be used as a reference
• Ensuring that new employees are quickly ‘brought up to speed’ by briefing them on company policies and procedures
• Identifying existing office systems and procedures that are outdated or ineffective and pro–actively suggesting improvements or alternatives

Office Related Procurement, Supplier Contracts and Service Level Agreements

• Evaluating supplier offerings, sourcing competitive quotes and negotiating favourable rates
• Clarifying your expectations of suppliers upfront and agreeing on acceptable levels of service in a Performance Contract
• Monitoring supplier performance against agreed service levels to make sure your company gets what it’s paying for
• Ensuring that service contracts make provision for maintenance and repair of office equipment in a way that will not interrupt the office workflow 
• Understanding what your legal options are if a supplier doesn’t deliver according the established Performance Contract
• Building strong business relationships with suppliers so that servicing your account is always a high priority for them

Module 3: The “People” Aspects of Office Management

Getting Things Done Through Other People

• Using your knowledge of what motivates and drives your co–workers / staff to assist you in achieving your objectives
• Tailoring your practical influencing skills to persuade people over whom you have no authority (e.g. other departments, suppliers or customers)
• Extending the range of activities your staff can tackle by identifying relevant training opportunities that will expand their skills base
• Recognising changes in productivity and dealing with under–performing employees through corrective counselling or Employee Assistance Programs
• Maintaining a positive working environment and ensuring that staff perceive you as fair and thorough by following the correct procedure for dealing with grievances 

Practical Communication and Conflict Management Skills

• Purposefully using body language, tone and word choices that deliver an unambiguous message
• Ensuring people understand exactly what’s expected of them by delivering instructions that are clear and to the point
• Keeping communication lines open by learning how to spot and deal with barriers to effective communication
• Understanding how different cultures communicate and how gestures can be misinterpreted
• Remaining objective and utilising a step–by–step approach for dealing with conflict
• Creating a positive office environment by learning to deal with Office Politics, Cliques and Gossip

Module 4: Practical Tips for Dealing with the Challenges Facing Office Professionals

An Introduction to Problem Solving and Decision Making

• Implementing a proven 3 step approach to Problem Solving
• Defining and Analysing the problem
• Proposing, evaluating and selecting an appropriate solution Implementing and monitoring the effectiveness of the solution
• Overcoming common problems faced by Office Managers
• Deciding when and how to go about referring a problem to your manager