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Administrative Support. NCLC. Module One: Getting Started. It must be considered that there is nothing more difficult to carry out nor more doubtful of success nor more dangerous to handle than to initiate a new order of things. Machiavelli.

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module one getting started
Module One: Getting Started

It must be considered that there is nothing more difficult to carry out nor more doubtful of success nor more dangerous to handle than to initiate a new order of things.


  • Welcome to the Administrative Support Skills workshop. Having effective administrative skills are essential in today’s work environment. Being organized, punctual, and effective in your communication skills, both written and verbal are crucial if you want to achieve your goals in any endeavor you pursue.
module two getting organized i
Module Two: Getting Organized (I)

The ability to simplify means to eliminate the unnecessary so that the necessary may speak.

Hans Hoffman

  • Organization begins at your data
  • entry points. Emails, voice mails, and
  • interoffice mail are all channels that
  • ebb and flow with information that
  • require processing and organization.
dealing with email
Dealing with Email
  • The R.E.A.D. technique allows you to process
  • emails in the following manner:
  • Read
  • Evaluate
  • Act
  • Delete
managing electronic files
Managing Electronic Files
  • Make it consistent
  • Use your computer’s file search function
  • Make it time sensitive
  • Place your archive material on an external medium
keeping track of the paper trail
Keeping Track of the Paper Trail
  • The strategy here is to stage out the paperwork over the course of the week. You will need:
  • an inbox
  • five folders for each day of the week
  • folder for next week’s work
  • an outbox
  • red rush folder
making the most of voice mail
Making the Most of Voice Mail
  • Plan times during the day to make your calls
  • Summarize the nature of each call and write it down.
  • Have a prepared greeting with you name, time of day, and contact information
  • Make your message short
  • Tell them to get a pen ready if you about to important information
  • Always be professional and use common courtesies.
module three getting organized ii
Module Three: Getting Organized (II)

Organizing is what you do before you do something, so that when you do it, it’s not all mixed up.

A.A. Milne

  • Now it is time to organize your
  • environment to be more efficient.
  • This module will give you some great
  • suggestions on how to organize your
  • workspace, your tasks and the people
  • you work with on projects.
keeping your workspace organized
Keeping Your Workspace Organized
  • Only place books, binders, and other reference materials on your desk that you use on a weekly basis.
  • Keep personal effects to a minimum on your desk.
using a to do book
Using a To-Do Book
  • Always consult your to-do book before committing to a task.
  • Respect the other tasks already scheduled in the book.
  • Synchronize whatever tasks you have in your computer with your to-do book and vice versa.
the extra mile adding project management techniques to your toolbox
The Extra Mile: Adding Project Management Techniques to Your Toolbox
  • Adopting project management tools into your daily routine will help to organize your work more effectively.
  • List of project stakeholders
  • The work breakdown structure
  • The communication plan
module four managing time
Module Four: Managing Time

Those that make the best use of their time have none to spare.

Thomas Fuller

  • Building effective time management skills
  • requires discipline and constant practice.
  • It is easy to become fraught with tasks that
  • are non-productive and time wasters. This
  • module will discuss how to be a better
  • time manager with some very simple
  • behavior modification.
managing your time
Managing Your Time
  • Avoid the Internet or talking with peers at length.
  • Time management is not an art, it is a discipline.
  • We all are given the same amount of time per day.
keeping others on track
Keeping Others on Track
  • There may be times when you are called to lead a project or subproject.
  • Keeping those on track presents both logistical and political challenges.
maintaining schedules
Maintaining Schedules
  • Avoid meeting run-over
  • Avoid additional work
  • Do not volunteer
  • Negotiate timeframes
  • Decline work you know you cannot deliver
module five getting it all done on time
Module Five: Getting It All Done On Time

Better to be three hours too soon than one minute too late.

William Shakespeare

  • Ultimately, it is our job to deliver things on
  • time. Prioritizing your work, staying on
  • track and accurate goal setting are
  • essential elements to you being able to
  • deliver your project or tasks on time. This
  • module will allow you to explore
  • techniques that increase your
  • effectiveness in meeting your deadlines.
  • Using the WRAP technique in prioritizing will help you start your day on the right foot.
  • Write
  • Rank
  • Anticipate
  • Perform
the secret to staying on track
The Secret to Staying on Track
  • Schedule your creative work in the morning.
  • Track progress
  • Check off things that you have accomplished
  • Celebrate completed tasks
goal setting
Goal Setting
  • Define the goal
  • Announce the goal
  • Adjust it
  • Time lock it
module six special tasks
Module Six: Special Tasks

If you’re a hard-working, flexible, task-oriented, computer type with overseas experience, go to the front of the line.

Carol Kleiman

  • As an administrative supporter, you
  • will be tasked in organizing special
  • task that will require precise
  • organization and execution. This
  • module will give you the basics in
  • handling several special tasks you
  • may encounter.
planning small meetings
Planning Small Meetings
  • Purpose defined
  • Objective of the meeting determined
  • People to attend identified
  • Checklist of supplies created
  • Organize the resources
  • Reserve a place or room
  • Notify the attendees
planning large meetings
Planning Large Meetings
  • The FAST strategy helps you organize the who, what, where, why and how for your large meeting:
  • Form
  • Acquire
  • Secure
  • Take
organizing travel
Organizing Travel
  • Here is a list of things you should look for when booking:
  • Parking
  • Safety
  • Cleanliness
  • Proximity to restaurants
  • Hotel amenities
module seven verbal communication skills
Module Seven: Verbal Communication Skills

Effective communication is 20% what you know and 80% how you feel about what you know.

Jim Rohn

  • Your job as an administrative
  • supporter will place you in many
  • situations where you are speaking
  • with the leaders and decision-makers
  • of the organization. Having sound
  • verbal communication skills is
  • essential in influencing those around
  • you.
listening and hearing they aren t the same
Listening and Hearing: They Aren’t the Same
  • Face the person
  • Do not answer the phone when it rings
  • Use a note pad to jot important things down
  • Summarize the conversation
  • Keep eye contact
  • Ask questions
  • Avoid thinking ahead
asking questions
Asking Questions
  • Close-ended questions evoke a single or very short response.
  • What is your name?
  • Do you like this?
  • Open-ended questions evoke a long response.
  • What are your thoughts?
  • What are your suggestions?
communicating with power
Communicating with Power
  • Plan before you talk
  • Develop a goal for why you are talking
  • Use good posture and body language
  • Be concise in the delivery
  • Avoid speech fillers (ex. Ahh, umms)
  • Use stories or anecdotes to get your point across
module eight non verbal communication skills
Module Eight: Non-Verbal Communication Skills

The most important thing in communication is to hear what isn’t being said.

Peter F. Drucker

  • Our body language dictates much of
  • what we are feeling inside.
  • Understanding effective body
  • language is essential for an
  • administrative supporter in building
  • relationships throughout the
  • organization.
body language
Body Language
  • The best deterrent to negative body language is to know that body language is a large factor in how you communicate information.
  • Body language comprises almost 55% of what we are saying in our communication.
the signals you send to others
The Signals You Send to Others
  • Here are a few common signals we send with our body language.
  • Keeping distance
  • Folding arms tightly
  • Tapping foot or drumming fingers
  • Fidgeting
  • Fiddling with objects
  • Looking over your shoulder or averting their gaze
  • Shrugging shoulders
  • Looking at the floor
it s not what you say it s how you say it
It’s not what you Say, It’s how you Say It
  • Smile first
  • Make eye contact
  • Initiate the conversation
  • Lighten up
  • Energize the conversation
empowering yourself
Empowering Yourself

If you think you can, you can. And if you think you can’t, you’re right.

Mary Kay Ash

  • Being an administrative supporter
  • leaves plenty of room for
  • empowering yourself. Often times,
  • you are expected to act
  • independently, make decisions and
  • resolve issues with little or no
  • guidance.
being assertive
Being Assertive
  • Be involved in the conversation
  • Be brief
  • Be positive with your body language
  • Be direct
  • Be calm in conflict
resolving conflict
Resolving Conflict
  • Conflict is normal. Most of us are passionate about our beliefs.
  • Avoiding conflict is unhealthy too. It is better to engage in conflict and then move on to resolving the issue or gaining consensus.
building consensus
Building Consensus
  • Problem defined
  • Everyone vents thoughts respectfully
  • Alternative solutions explored
  • Choice is made
  • Everyone agrees to support the solution
making decisions
Making Decisions
  • Brainstorming all possible alternatives for each option
  • Weighing the pros and cons of each alternative and its outcome
  • Narrow down the alternatives to a short list
  • Always have a back up plan ready in case first alternative does not work out
module ten the team of two
Module Ten: The Team of Two

Coming together is a beginning. Keeping together is a process. Working together is success.

Henry Ford

  • Working as a team with your manager is
  • essential in keeping the lines of
  • communication open and building
  • rapport. A good and positive
  • relationship with your manager is the
  • foundation and support structure that
  • gives you the ability to function
  • independently.
working with your manager
Working with Your Manager
  • You must build trust
  • You must remain professional
  • You must communicate constantly
  • You must always speak positively
  • You must have a high level of integrity
  • You must keep things confidential
influencing skills
Influencing Skills
  • Build a trusting relationship
  • Aligning your goals with your manager’s
  • Assume positive intent by your manger
  • Try not to change your manager
  • Learn from your manager
what to do in sticky situations
What to Do in Sticky Situations
  • Discuss, calmly, with your manager the issue
  • Document each time your manager repeats the offense
  • Discuss with your manager’s supervisor
  • Defer the matter to human resources
module eleven taking care of yourself
Module Eleven: Taking Care of Yourself

Health is a state of complete physical, mental, and social well-being, and not merely the absence of disease or infirmity.

World Health Organization, 1948

  • As we come to a close on this course,
  • a very important topic is yet to be
  • taught. Many of us spend more
  • hours at work than we do at home
  • with our families. The work
  • environment can be a source of well
  • being or a source of stress and
  • unhealthy living.
  • Make sure your seat is adjusted.
  • Make sure your computer monitor is tilted in a downward angle.
  • Use a foot stool to prevent your legs from getting tired.
  • Make sure you have enough lighting around your work area.
stress management
Stress Management
  • Get plenty of exercise
  • Get plenty of rest and sleep
  • Remain positive
  • Maintain your work schedule
  • Laugh whenever possible
  • Help others
dealing with a heavy workload
Dealing with a Heavy Workload
  • Plan to divide the work into manageable chunks
  • Plan on setting short term goals
  • Prepare your family if you need to work overtime
  • Plan a short vacation after the work is done
module twelve wrapping up
Module Twelve: Wrapping Up

This feeling, finally, that we may change things - this is at the center of everything we are. Lose that... lose everything.

Sir David Hare

  • Although this workshop is coming to a close, we hope that your journey to improve your administrative skills is just beginning. Please take a moment to review and update your action plan. This will be a key tool to guide your progress in the days, weeks, months, and years to come. We wish you the best of luck on the rest of your travels!
words from the wise
Words from the Wise
  • Yogi Berra: In theory there is no difference between theory and practice. In practice there is.
  • Dwight Eisenhower: Plans are nothing; planning is everything.
  • Jonas Salk: The reward for work well done is the opportunity to do more.