Program Introduction/ Roles, Competences and Personal Effectiveness

• Program introduction and objectives
• Action planning
• The ‘competence’ model of skills, behaviours and values
• Personal competence review 
• Time management constraints – resources, systems, other people and self
• Handling requests and conflicting priorities

Team Working, Communication & Meetings

• Team working and team roles
• Briefing skills - giving, receiving and passing on
• Organising, and participating in, meetings
• Notes, minutes and follow-up

Managing Working Relationships

• Delegation – giving and receiving
• Communication and listening skills
• Assertiveness, conflict and criticism
• People problems and problem people

Managing Time/Desk Management/Written Communication Skills

• Managing interruptions and access
• Planning and priority setting
• Office layout and ergonomics
• Managing the paper-load
• Getting the best from e-mail and office technology
• Report and letter writing
• Setting & developing company writing standards
• Editing and proof-reading skills

Managing Staff Performance/Action planning

• Dimensions of performance
• Motivation
• Appraisal
• Coaching and on-job training skills