Secretary And Administrative Skills

At the end of this Secretarial and Administrative Skills workshop, participants should be able to:

• - Exercise greater ACCOUNTABILITY.
• - Practice more effective Phone and Email etiquette.
• - Manage personal change to comply with greater standards of professionalism.
• - Create a more authoritative image for themselves in the office.
• - Create a more lasting impression with clients.
• - Foster more productive working relationships with their colleagues.
• - Possess greater mental fortitude in any given situation.

This Secretarial and Administrative workshop is designed for those in secretarial, clerical and administrative roles. Learning is pitched at a level to help the participants synthesise these best practices into their work-life.

Module 1:Professional Standards

• The changing organization
• Skills and qualities of an Effective PA

Module 2:Getting Organized

• Keeping Your Workspace Organized
• Using a To-Do Book
• The Extra Mile: Adding Project Management Techniques to Your Toolbox

Module 3: Effective Communication Skills

• Goals of Communication
• Listening and Hearing: They Aren't the Same Thing
• Sharpen Questioning Skills
• Communicating with Power
• Barriers to Communication
• Non Verbal Communication
• Body Language Tips
• The Signals You Send to Others
• It's Not What You Say, It's How You Say It
• Working with people and “Team-ing”

Module 4: Business Communication Skills

• The Myths of Written Communication
• Effective report writing model
• Email etiquette
• Telephone etiquette
• How to use the right tone in written communication

Module 5: Priority and Time Management

• Time is Valuable
• Why Time Management?
• There is Time for Everything
• Time Tracking
• Manager's Time - How Should I utilise Time?
• Finding Time - Urgent vs Important, Prioritising
• Time Management Problems
• Controlling Interuptions
• Monkey Management
• Setting goals and get it all done

Module 6: Managing Meetings

• Conducting Effective Meetings
• Categories of Participations & Facilitation Challenges
• Meeting Follow Up

Module 7: Managing Conflicts and Difficult People

• Why Conflicts Arises
• Personality Who Causes Conflict
• Types/Cause/ Stages of Conflict
• Preventing Conflict

Module 8: The Art of Relaxation

• Physiological responses to stress
• Top 2 most important things you can do for your body daily
• Taking a Stress Test
• Effective Ways to Manage Stress
• Accomplishing Work-Life balance
• 6 Tips to Improve Work-Life Balance

Interactive training

DR MALAR  is a PSMB Certified Trainer and a Business Coach with over 17 years of training experience. Malar holds a Bachelor of Arts, majoring in Anthropology & Sociology from National University of Malaysia (UKM), a Master’s in Business Administration at University Utara Malaysia (UUM). She is currently pursuing Doctorate in Business Administration at UUM. She is also a member of Malaysian Association of Training Providers(MATPRO), Certified Practitioner of Neuro-Linguistic Programming(ABNLP), Certified KPI Professional & Practioner (KPI Institute), Certified Sujok Acupressure Therapist AND PSMB Approved Mentor for SMEs (FIRE Programme).

She is currently pursuing Doctorate in Business Administration at UUM. She is also a member of Malaysian Association of Training Providers(MATPRO), Certified Practitioner of Neuro-Linguistic Programming(ABNLP), Certified KPI Professional & Practioner (KPI Institute), Certified Sujok Acupressure Therapist AND PSMB Approved Mentor for SMEs (FIRE Programme).

Malar has held prominent positions in various MNCs in Malaysia as a Senior Production Executive, Training Executive, Quality Control Executive and Head of HR and Training Department. She has also developed vast experience in the full spectrum programs from Train The Trainer to Strategic Performance Management and Strategic Thinking & Planning to Talent Management and Interview skills. Just to name a few.

She also actively undertakes consultation work and projects relating to Customer Service Framework, Implementation of KPI, Company Profiling, Leadership profiling and Job Analysis. Malar has personally coached and trained employees from Asian countries such as Singapore, India, Thailand, Vietnam, Laos, Myanmar, Brunei, Maldives, Mauritius, Cambodia, Middle East(Oman) and Indonesia.
OR
DR B DASS
HR Business Coach
PhD (Adult & Continuous Ed, UPM)
M.Ed (Training & Development, UK)
Post-Grad Dip HRM (UK)
C-IV Certificate in Training and Workplace Assessment (Australia)
CAHRP

WORK EXPERIENCE
Dr Dass comes with 30 years of HR, Learning and Development corporate work and training experience. Early in his career, Dr Dass worked for SMEs’ and MNC before setting up his own human resource and training practice. 

He worked as a HR Manager in a leading Real Estate Agency with a work force of about 500, before he moved on to Electrolux Group, as their Training Manager at the Electrolux Business School. Here, he helped to design, deliver and evaluate training programs conducted at all levels. He had personally commissioned a video shoot on operations cleaning for the cleaners which is still being used. He ran supervisory, executive and management development programs at the Electrolux Business School. 

Dr Dass was the CEO and  Principal of Skills and Management Institute of SKB. During his tenure, he also developed and organized conventions, boot camps for the real estate agents. He can be mentioned as the pioneer who created a systematic training curriculum for the real estate industry in Malaysia

Dr Dass also has served at leading private and public universities including institutions from Australia, UK, USA and France, who are affiliated with local universities. Some modules taught by him, includes, Change Management, Leadership, Human Resource Management, Adult and Continuing Education.

Professional Membership
1.Life member and National Deputy President of Malaysian Institute of Human Resource Management (MIHRM) 2010-2012. 
2.National Vice- President, Academic/certification director for OUM-IPD-MIHRM Diploma collaboration.
3.Chairman - Academic education and training Membership of Malaysian Institute of Management  and Technology Association of Malaysia, 2012-2013

Professional Certification

• Certified “Catalytic Instructor” by Dr Scott Parry of Training House US
• Accredited trainer for TEAM Management Systems, UK, 
• Accredited trainer for DTS International, DISC Inventory, Australia, 
• Accredited trainer for Tee Side Tertiary College, UK, in Supervisory Management. 
• Certified Trainer (MIM) & HRDF
• Certified trainer to conduct the Pin Plan Program from Germany. 
• Certified change management practitioner by PROSCI USA

Appointments and Awards

• Professional advisor by the Chartered Institute of Personal and Development (CIPD) UK.
• HR Consultant with the National Human Resource Center, PSMB, Malaysia 
• ‘Excellent Facilitator’ Award for the year 2011 from MIHRM. 
• Competent Toastmaster and has held positions from being a committee member to president and division governor, in Toastmaster International, and Rotary International, where he was invited to facilitate youth development programs in Spain, Australia, USA, India and Malaysia.
• Disciplinary committee at the Royal Lake Club, Malaysia 

Author
As an author, he has published: ‘Adult & Continuing Professional Education Practices’, published by Patridge-Penguin

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“The training was also held in a conducive place in a comfortable hotel. Before attending the course, I knew nothing about secretarial and administrative skills. During the course, I learned ABC (Action, Belief, and Consequence). S0 I feel great after attending this course by iTrainingExper.com” – Rozma General Secretary – UIB Asia Labuan Ltd. 

“Before attending the course, I had no idea what I needed to do in terms of a secretarial job. During the course, I learned about how to improve my administrative and secretarial skills and understand my responsibilities as an administrator. I am really happy to join this Secretarial and Administration Training course by iTrainingExpert because it enhances my knowledge.” – Choong –Leon Fuat Hardware Sdn Bhd. 

“In the past, I felt inadequate in the secretarial skills. After attending the Secretarial and Administration Skills Training, I learned so much about how to be a professional secretary. The trainer is knowledgeable, polite, humorous.” – Jenny Kok , Secretary – Mammoth Empire Holdings Sdn Bhd. 

“Before I attended the course, I was not confident and also felt that my minutes writing and time management skills need attention. In the course, I felt good and applied the techniques which I learned back at my workplace. The trainer is an excellent trainer and he delivers his training very well.” – Sharon, Plant Coordinator – Malay-Sino Chemical Industries Sdn Bhd.   

“Before attending the course, I was too confident in my role as a Confidential Secretary to my CEO. During the course, I learned about how to deal with people. And now, I feel I can proactively make decisions back at my workplace. The trainer is excellent at coaching people. Thank you so much.” – Noor Fadzillah , Confidential Secretary – Bumi Armada. 

“I learned about how to manage stress and difficult people during this ‘Secretary and Administrative Skills” course in Malaysia.” Executive Assistant – Khazanah Nasional Berhad. 

“During the course, I gained new ideas on the secretarial and administrative responsibilities and felt motivated. I really benefited from the course. The trainer is knowledgeable and he is able to explain complicated things in a simple way.”  – Valerie, AVP – Bank of Tokyo-Mitsubishi (Malaysia) Berhad. 

“Before attending the course, time management was as challenge to me. During the course, I realized that listening and hearing skills are not the same after explained by the trainer. After the course, I have clear picture on the importance of a personal assistant in a boss’s life.”  – Marlene, Secretary – Dutch Lady Milk Industries Berhad

"Thumbs up for the trainer. She made me very comfortable. Excellent time management and fully covered all the topics within the time frame. Great and useful tips to practise in our routine life," - Clinical Instructor, Pantai Hospital Kuala Lumpur 

“I was worried that I couldn’t achieve or understand the workshop material. I was happy that it taught me about decision-making and that I learned something useful about my job scope. I particularly enjoyed the segment that focused on listening skills. He is patient and witty.” – Rina Liza Roslan, RHB Islamic International Asset Management Berhad. 

“I learned how to manage difficult people and making critical decisions based on critical situations. I feel more motivated after the course.” – Rozzana, Tech Asst, Petrofac

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