Course Academy for Assistants - Comprehensive Skills
The Academy for Assistants - Comprehensive Skills modular training program includes courses focused on effective managem...
The Academy for Assistants - Comprehensive Skills modular training program includes courses focused on effective management of secretariat work processes, in the office or when assisting executive members of a company. The package consists of five courses: Communication Skills - Assertive Communication in the scope of 1 day Assistant - Office Manager in the scope of 1 day Professional Telephone and E-mail Communication in the scope of 1 day Time and Stress Management in the scope of 1 day Stress Management and Building Resilience in the scope of 1 day Note: The modular training program contains several training days, between which there is a time interval. The start of the course is listed in the dates; we will inform you about further dates. For information about the dates of individual program modules, please contact us.
Minimum input knowledge
Secondary education with a school-leaving examination and mastery of the basics of routine computer work are expected.
Course dates Academy for Assistants - Comprehensive Skills
Daily courses (5 days): 09:00 - 15:00
Weekend courses (5 days): 09:00 - 15:00
Course price: 992.52 / 1 220.80 EUR
without VAT / incl. VAT
This course can be completed free of charge within the support program for UoZ job seekers.
If you are interested in attending the course free of charge, you can find more information at the following link:
The manual is included in the training price.
Training syllabus Academy for Assistants - Comprehensive Skills
Module 1: Communication Skills - Assertive Communication
- Correct, accommodating communication as the basis for creating healthy interpersonal relationships in the workplace Communication process Building trust and persuasiveness Communication channels (emphasis on unity: verbal, vocal and non-verbal communication) Personality typology Personality typology according to four types of energy, temperament Personality test Why we understand some people better and others less. Practical advice and instructions on how to work with differences How to recognize what someone needs and, based on the finding, choose a suitable type of communication Similarity/difference of communication between individual personality types. Application of typology principles in various aspects of assistant work. Professional behavior, business etiquette. Principles of polite behavior, etiquette and ethics in the workplace.
Module 2: Assistant, Office Manager
- Scope of the function: mission, support in activities, assigning and delegating work Subject of activity: Management work, analytical-synthetic, information and communication, material-technical
Personality:
- qualification prerequisites, personality profile, qualities, professional competencies, elimination of negative aspects of the function
Orientation in the Company - Corporate Identity
- (Corporate Design, Corporate Communication, corporate culture)
Business Etiquette
- business clothing, introductions, forms of address, informal/formal address at the workplace, dining, Language of business cards, gifts, promotional items company events
Module 3: Professional Telephone and E-mail Communication:
Professional Telephoning
- Structure of a phone call (introduction, conversation, conclusion) Structure of introducing yourself, Most common mistakes when making phone calls, Preparation for telephoning: arguments, questions
Telephone Conversation
- typology of callers, ways of dealing, communication styles, negotiation techniques for a telephone conversation, non-verbal communication during telephoning
Conclusion: Summary, Motivational Phrases, Farewell
- Paraphrases and summaries Motivational phrases, reference to activity after the conversation ends Evaluation of the phone call
Professional E-mail Communication
- Rules for writing messages Most common mistakes when writing messages Recommendations for message structure
Resolving Crisis Messages
- Providing information by e-mail, Complaints and claims, How to write an effective e-mail
Module 4: Time and Stress Management
Time Planning - Time Management
- four generations of effective time organization setting goals and management by objectives Eisenhower principle performance curve, concentration curve, biorhythm Pareto principle "abc" method cause-and-effect diagram (Ishikawa diagram) time thieves and their elimination proactivity and reactivity
Self-Management - Stress Management
- life values and range of life goals self-knowledge - career anchors and managing one's career harmonizing life and work priorities, stress and a person's surroundings active handling of one's own mental energy what stress is, the meaning of stress, how stress arises, what the consequences of stress are, stress management techniques identification of one's own stressors, hidden and obvious symptoms - stress triggers self-diagnosis of stress level types of stress reactions, ability to recognize and predict them short relaxation techniques short theoretical inputs, group exercises and modeling situations, self-diagnosis, guided discussion, practice of short relaxation and activation techniques Action plans for personal development
Module 5: Stress Management and Building Resilience:
Resilience and Stress Management:
- Psychological and mental resilience, inner strength that enables us to manage changes, life challenges, goals, failures and come out of these situations strengthened.
Four Pillars of Resilience
"Psychological Immune System"
Performance and Stress
- - What stress is: positives/negatives
Burnout and Its Stages
Stress Triggers in the Workplace
Building Personal Resilience
First Aid in Stressful Situations
How to Understand and Work with Anxiety and Fear
- Anxiety and fear (difference)
- When I can handle it myself, when to seek professional help
- Why we tend toward negativity
- Why we are afraid not to be afraid
How to Reduce Threats
- (real and unreal), strengthen my real resources that enable me to face threats
How to Face Challenges Dealing with Changes
- - helping yourself and others in managing changes
How to Make Decisions in Times of Uncertainty
Coping Strategies for Managing Changes
Output knowledge
You will understand methods of communication, business protocol, rules of correct telephoning and also learn to act assertively and professi...
You will understand methods of communication, business protocol, rules of correct telephoning and also learn to act assertively and professionally. Time and stress management will bring a connection of the two strongest areas of managing your internal factors: time and stress. This program is an ideal source of experience and skills immediately usable in practice. You will also learn how to manage stress and build resilience, which will fundamentally help you handle demanding situations brought by work in the secretariat
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