Programme Introduction/Roles, Competences and Personal Effectiveness

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

Team Working, Communication and 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 /Communication Skills/Supervising Admin Staff

• Delegation – giving and receiving
• Coaching and  training colleagues and staff – skills of on-job training
• Communication and listening skills – lessons from NLP
• Building rapport
• Developing a network of working relationships – influencing skills
• Assertiveness and conflict
• People problems and problem people
• Helping others perform – case study
• Practical motivation
• Criticism skills

Managing Time/Desk Management and Office Technology/Writing Skills

• Planning and priority setting
• Office layout and ergonomics
• Managing the paper-load and developing paperless systems
• Getting the best from office technology
• Letter writing
• E-mail efficiency and etiquette
• Writing and editing reports
• Proof-reading skills
• Setting up/developing writing layout and style guidelines for the organisation
• Writing and designing presentation slides

Managing Information & Budgets/Improving Customer Service and Systems

• Principles of information management – scheduling, filtering and digesting
• Interpreting and presenting statistical information
• Designing and using graphs
• Designing surveys, presenting findings and interpreting meaning
• Basic concepts of financial management
• Monitoring budgets and variance
• Improving  customer service and systems – continuous improvement
• Action planning

Strategy and Understanding Key Elements of Documents & Records Management

• Introduce document and records management
• ISO 15489 Part 1 and Part 2 overview
• Business case and drivers
• Business requirements for managing document and records
• Managing information as an asset
• Understanding the terminology
• Document and records management strategies
• Information governance

 

Concepts and Set-up Components

• Document and records lifecycle
• Capture and storage management
• Storage and handling
• Preservation and archiving
• Metadata and indexing
• Classification schemes
• Searching and retrieving
• Controls and security
• Legislation, standards and regulation

Process and Delivery

• Information gathering: audit and survey
• Building a business case
• Defining business requirements
• ISO 15489 Part 1
  • How to set ISO 15489 policies and standards
  • Assigning responsibilities and authorities
  • Establishing procedures and guidelines
• Business classification scheme
• IT infrastructure details
• Model office and rollout

Implementation Planning

• Implementation planning
• ISO 15489 Part 2
  • Designing, implementing and administering specialized systems for managing records
  • Integrating records management into business systems and processes
• Information audit: monitoring compliance
• Project and programme planning