Nekeisha Nelson

In today’s fast-paced business environment, where change is the only constant, shifting from a fixed mindset to a growth mindset can allow you to not only survive, but also thrive.

This session will discuss the importance of undertaking a mindset shift, especially for administrative professionals wanting to take their careers to the next level and be recognised as strategic partners.

We will examine the benefits that can be experienced, including a stronger focus on the work that supports your organisation’s operations and your professional image.

Learning Outcomes

At the end of this session, participants will be able to:

• Define the term “mindset shift”.
• Identify the differences between a fixed mindset and a growth mindset.
• Apply tips and strategies to develop a mindset shift and become a more successful administrative professional.

Overview

The Business Etiquette Training Workshop for Administrative Professionals is a comprehensive three-hour session designed to equip participants with the essential knowledge and skills of business etiquette. This workshop is tailored specifically for administrative professionals who play a crucial role in maintaining a professional image for their organisations.

Outline

1. Dress

• Understand and adhere to appropriate dress codes and standards in various business settings.
• Present yourself professionally through appropriate attire, grooming, and personal hygiene.
• Make informed choices regarding accessorising and grooming to enhance your professional image.

2. Introductions

• Make positive and lasting first impressions through effective introductions.
• Employ proper handshakes, body language, and eye contact to convey confidence and professionalism.
• Introduce yourself and others with clarity and courtesy in formal and informal situations.
• Engage in small talk and icebreakers to create a comfortable and friendly environment.

3. Telephone Etiquette

• Answer calls in a professional and courteous manner, projecting a positive image of the organisation.
• Utilize effective telephone greetings and appropriate voice tone to establish rapport and build relationships.
• Practice active listening and provide clear and concise responses to ensure effective communication.
• Take accurate messages and relay information efficiently and accurately.
• Handle difficult callers and complaints with patience and professionalism.

4. Social Responsibilities

• Demonstrate professional behaviour and ethical conduct in the workplace.
• Understand and practice office etiquette, showing respect for colleagues and superiors.
• Appreciate cultural differences and embrace diversity in a business context.
• Navigate business dining situations with confidence and etiquette.
• Acquire networking skills to effectively connect with professionals at events and build meaningful relationships.

Learning Objectives

The objective of this three-hour workshop is to provide administrative professionals with comprehensive knowledge and practical skills in business etiquette. By the end of the workshop, participants will have acquired a comprehensive understanding of business etiquette and its impact on their professional image. You will be equipped with practical skills to enhance your presence, communicate effectively, and handle various business situations with confidence and professionalism.

Emotional Intelligence (EI) is a critical skill for administrative professionals. It enables them to effectively manage their emotions, communicate with others and work collaboratively in teams. This workshop will provide participants with a practical understanding of EI and how to apply it in their day-to-day work.

Outline

Understanding Emotional Intelligence

This section will cover the definition of Emotional Intelligence and its importance in the workplace. Participants will gain a practical understanding of EI’s five components: self-awareness, self-regulation, motivation, empathy, and social skills. The facilitator will provide examples of each component and how they relate to the role of administrative professionals. Participants will be encouraged to share their experiences and insights during a group activity.

Assessing Your Emotional Intelligence

This section will allow participants to evaluate their current level of EI. The facilitator will provide a self-assessment tool to help participants evaluate their strengths and weaknesses in the five components. Participants will then discuss their insights and identify areas for improvement.

Developing Your Emotional Intelligence Skills

This section will focus on strategies for managing emotions and communicating effectively with others. Participants will learn active listening and empathy-building techniques to improve their communication skills. The facilitator will also provide tips on enhancing social skills, including conflict resolution and teamwork. Practical exercises will be included to reinforce learning and provide participants with opportunities to apply new skills.

Applying Your Emotional Intelligence in the Workplace

This section will allow participants to create an action plan to apply their new EI skills daily. The facilitator will discuss best practices and insights with participants to reinforce learning and ensure that you can effectively apply their new skills in their workplace.

Learning Objectives

• Define the term Emotional Intelligence.
• Identify the five components of Emotional Intelligence (self-awareness, self-regulation, motivation, empathy, and social skills) and how they relate to your role as administrative professionals.
• Assess their current Emotional Intelligence level and identify areas for improvement.
• Develop strategies to manage their emotions and communicate effectively with others.
• Practice active listening and empathy-building techniques.
• Explore ways to enhance their social skills, including conflict resolution and teamwork.
• Create an action plan to apply their new Emotional Intelligence skills in the workplace.