Master Class for Executive Secretaries and PA’s – 08 & 09 November 2021

The role of the executive secretary

This two-day programme is aimed at providing you with the essential skills, knowledge and techniques to deal with internal and external stakeholders and be an excellent PA in a world that has changed suddenly.  Delegates will learn how to cope with situations with a better understanding of their roles and responsibilities in delivering professional service.  The programme will be informational, inspirational and practical to ensure that delegates go back to their work highly motivated and skilled to make themselves and the organisation proud to be operating in a New Normal.

Day 1 ( 08 November 2021)

 Module 1: Intelligent interpersonal skills for professionals PA’s

At the end of this module delegates should be able to:

  • Know the definition of communication
  • Explain how to identify the needs, wants and expectations of others
  • Be aware of the barriers to communication
  • Know what to do to improve their ability to communicate and to “read” people
  • Explain the importance of listening
  • How listening help solve interpersonal problems
  • Deal with emotions in an adult manner
  • Understanding when and how to use your influencing skills to effectively support your role
  • Realising that everyone has the ability to have influence and impact
  • Understanding the fundamental difference between personal influence and authority
  • Using your knowledge to apply the correct and most appropriate communication skills in every situation
  • Link adult positioning to interpersonal relationships
  • Review their own professionalism
  • Formulate personal and career objectives varying from short term to long term

 Module 2: The professional Executive assistant and PA

At the end of this module delegates should be able to:

  • Understand your manager is your most important customer
  • Managing your manager remotely and using Outlook, Zoom, Teams etc optimally
  • Deal with emotions in an adult manner
  • List steps to improve interpersonal relationships in teams
  • Explain how to identify the needs, wants and expectations of team members
  • Be aware of the barriers to communication
  • Know what to do to improve their ability to communicate and to “read” people
  • Understand courteous communication in their teams
  • Explain the principles of etiquette and courtesy in business
  • Review their own role in the team

Module 3: Working in the Executive Office

It is important to understand the vision of the organisation and the role of your Executive’s Office as a front to internal and external stakeholders

  • Obtaining specific instructions
  • Filing manually and electronically
  • Digital dictation
  • Taking initiative
  • Taking responsibility
  • Organising
  • Controlling and ensuring that events occur in conformity with plans
  • Understand the impact of the 4th industrial Revolution on the executive office
  • Identifying important non-verbal gestures
  • Representing your superiors

Module 4: Workload management, organising and time management

At the end of this module delegates should be able to:

  • Describe organising as a core responsibility of office administrators
  • Know the secrets of being productive and reliable when working remotely and online
  • Super-efficient planning and organising techniques to keep on top of everything
  • Describe how to prioritise when they are over-burdened with work
  • Perform a “time robber” analysis
  • Determine their procrastination quotient
  • List ways of dealing with interruptions
  • Describe how saving a few minutes can save a lot time and effort
  • Identify and review the basic systems affecting their roles in their organisation, assessing them for effectiveness and efficiency
  • Highlight some of the consequences for their department if information is not managed properly
  • Understand the importance of dealing with confidential documents and issues
  • Review their paper processing systems to encourage paper-free offices
  • Describe the importance of optimising technology e.g. internet and e-mail
  • Describe the importance of maintaining a diary and to follow up on their plans
  • Understand how a tidy office is a sign of an organised office administrator

Day 2 ( 09 November 2021)

Module 5:  Meetings and minutes made easy

  • Identify the objectives of meetings
  • List and describe different types of meetings
  • Know how to take minutes during virtual online meetings
  • List the duties of a Meeting Secretary, the Chairman and other meeting officials
  • Outline basic meeting procedure
  • Explain the objectives of giving notice of a meeting, write such a notice and outline guidelines for distributing notices of meetings
  • Explain the objectives of an agenda, write a skeleton agenda and give guidelines for compiling and distributing effective agendas
  • Understand the protocol with motions, amendments, voting etc.
  • Describe various types of minutes and give guidelines for effective minute taking
  • Look at good and poor examples of minutes
  • Understand the correct format and procedure of minute taking
  • Learn how to effectively take notes using short methods
  • Understand how to formulate abbreviations and speedwriting
  • Understand that minute taking starts even before the meeting starts
  • Improve listening skills that will ensure better note taking
  • Understand the method of taking minutes effectively without writing down each word (except when required)
  • Learn how to summarise and note only important details down
  • Perform numerous practical exercises in note taking
  • Explain the meaning of core standard meetings terminology

 Module 6: Maintaining Service Excellence

After attending this module delegates will be able to:

  • Understand the importance of follow-up on customer queries and complaints
  • Recognise best practices and useful tools in providing superior customer service
  • Maintain courtesy throughout customer contact
  • Keeping responsibility and ownership of the telephone call
  • Recognise the warning signs of potentially confrontational situations
  • Demonstrate how to deal with difficult customers
  • Understand the importance of being solution orientated
  • Understand the importance of telephone communication in the modern society
  • Demonstrate how to take an incoming call at the front line or on an extension
  • Explain best practices in telephone communication and etiquette
  • Describe how to deal with both incoming and outbound calls and how to take messages
  • List guidelines for good telephone use and telephone etiquette
  • Keeping responsibility and ownership of the telephone call
  • Recognise the warning signs of potentially confrontational situations
  • Demonstrate how to deal with difficult customers
  • Understand the importance of being solution orientated
  • Understand the importance of telephone communication in the modern society
  • Explain best practices in telephone communication
  • Describe how to deal with both incoming and outbound calls and how to take messages
  • List guidelines for good telephone use and telephone etiquette

 Module 7: Essential Business Communication Skills

  • Professional verbal communication
  • Understanding how your speaking manner makes a difference
  • Body language in the business world
  • Non-verbal communication: Making sure your body language is conveying the message you want when dealing with important people

Written correspondence and netiquette

  • E-mail etiquette – what’s hot and what’s not
  • Utilising professional business writing techniques when writing emails, letters and reports
  • Using good business English to communicate orally and in written form.

For more information regarding the workshop please send an email to info@kiweb.co.za or call us on +27 11 046 5455

  • Make the shift from Executive PA to business partner
  • Understand what your boss needs from you without being told
  • Recognise your professional role as part of the management team
  • Manage your time effectively, prioritise and delegate
  • Unlock the mystery of minute taking
  • Apply problem solving techniques
  • Communicate more confidently and effectively
  • Provide improved support for your manager
  • Take the lead without being told to do so
  • Build on your personal power
  • Realise the impact you have on building your own brand and that of your manager
  • Managing your mouth
  • Know that everything is about ATTITUDE
  • You are in control of your own destiny by the CHOICES you make
  • Understand how to effectively organize your workflow
  • Learn how to quickly plan a project using a timeline
  • Discover how to manage multiple demands on your time
  • Discover project management and event planning techniques
  • Personal Assistants and Secretaries
  • Executive Assistants and PAs
  • Office Administrators
  • Senior Administrators
  • Office Managers
  • Support staff who aspire to become a secretary

About Marjon Meyer

 Marjón Meyer is an Industrial Sociologist and a Human Resource Development Consultant.  She is an experienced, energetic and enthusiastic facilitator of various training programmes.  Embracing the new world of work, she can now add online facilitation, presenting of webinars and producing pre-recorded training sessions to her portfolio. She is in demand for training, strategic sessions, chairing conferences, consultation and implementation of Management and Leadership training, building strategies, coaching, development work and motivational talks. Marjón has extensive local and international experience in Facilitation, Programme Design, Skills Gap Analyses and Assessments.  She facilitates courses such as Management & Leadership, Human Resources Management, Confidence & Assertiveness, Conflict management, Business writing, Customer Service, Time management, Skills for PAs, Emotional Intelligence, Diversity management, Strategic Thinking, Creative Problem Solving etc.

Marjón studied B Com Honours in Industrial Sociology (cum laude) as well as B Com Honours in Communication (cum laude).  Her university majors include Industrial Psychology, Industrial Sociology, Communication and Economics. Marjón worked in the corporate environment before successfully starting out on her own as a training specialist in 1997. She gained extensive experience working on projects in the Human Resource Development field as a Facilitator, Training Manager and Training Consultant.  She has management experience in the corporate environment which enables her to facilitate the building of leadership skills.  She received accreditation in 2017 in Dubai as the Master Trainer in South Africa for an entrepreneurial skills programme (Skills21) aimed at high school children.  She completed a post-graduate certificate in Narrative Therapy (cum laude) at the University of Pretoria in 2017 and is currently furthering her studies in Narrative Therapy.

Since becoming a consultant, she consistently develops training material and presents training courses and seminars for clients of training institutions and employees of blue-chip corporate clients, government departments and to people from all walks of life.  She was also an external tutor and moderator in Labour Relations for UNISA.  Marjón is co-author of a book Managing Human Resource Development published by Lexis Nexis. She is a regular contributor to radio programmes, blogs and magazines in the Human Resource Development field. She is a member of the SA Business Association for Women and served on the Board of the South African Professional Trainers Association (SAPTA).   She is also a Master OD Practitioner of the Chartered Institute of Professional Practitioners and Trainers (CIPPT). Marjón is a registered assessor and has received accreditation from the ETDP SETA and MERSETA.

Marjón travels extensively both domestically and abroad and uses every opportunity to gain knowledge and experience through effective networking. Marjón has many years’ experience presenting Management and Leadership workshops and her frequent travels in Africa and further away have given her a good understanding of the various world views, cultural etiquette and differences.  She was the keynote speaker in Mozambique at the African Women Leaders’ conference as well as a speaker at the Southern African Telecommunications forum in Dar-es-Salaam.  In Kenya she worked with leaders from various cultures in Africa.  She has also been invited to present a paper at the Human Capital Summit Africa in Nigeria as a South-African representative.

Over the years Marjón has been giving professionals advice and tools on how to improve their skills and enhance their professionalism.  She often is a guest lecturer at the University of Pretoria and the University of Johannesburg. She is an executive coach and is involved in corporate coaching to grow professionals to reach their true potential. Marjón also does personal therapy to help people deal with challenges in life (depression, loss, trauma etc). Marjón has been nominated by the Skills Portal as one of the top trainers in South Africa.

Marjón is also an active outdoor enthusiast, believes in green living and loves spending time on trail runs, nature walks, bicycle tracks and exploring new adventures.  For balance she loves reading a good book.  She has recently walked the Camino de Francés in Spain and is already looking forward to doing this again.

Contact Details: marjon@marjonmeyer.co.za; 082 883 2425

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    ABOUT US

    Knowledge Integration Web (Pty) Ltd is the leading provider in Southern Africa of strategic conferences, training courses and customised training solutions which are highly focused on issues facing industry across areas of IT, law, finance, business, human resources, insurance, telecommunications, financial services, securities, real estate, construction, tax, pensions and benefits, marketing, Communication, Air Transport and health care on a day-to-day basis.

    ADDRESS

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    PHONE

    (+27) 011 046 5455

    EMAIL

    info@kiweb.co.za