Leading Total Quality Management (TQM)

Leading Total Quality Management (TQM)

Introduction:

This course is introduced to you by the International Academy of Human Resource Development (IAHRD). We are glad to tell you that our courses are especially designed for you by professionals and experts who have a long experience in the field.

This is an exciting and interactive seminar which is designed to provide office administrators, supervisors of clerical and administrative staff, executive secretaries and personal assistants the opportunity to review and develop the interpersonal and professional skills they need to do their jobs effectively. Allowing them to contribute to their own, their managers and their organization's success. As Peter Drucker said

 'Management is doing things right; leadership is doing the right things.'

Objectives:

By the end of the course, participants will be able to:

1. Have a comprehensive understanding in the needed actions and key contribution they should make  to ace organizational success.
2. Reviewand analyze their working relationships in order to improve them to act like professionals.
3. Develop their personal organization, communication and interpersonal skills.
4. Manage different processes from the simplest to the most complicated with the highest quality.
5. Create  an action plan to help themselves, their bosses and other colleagues work in more effective and efficient ways.

Contents:

Module 1:

1. The office administrator and personal assistant’s roles.
2. Improvement of quality and performance in all functions.

1. TQM which exceeds expectations and adds competence.
2. TQM importance for executive secretaries and personal assistants.
3. Organization structures and cultures.
4. Managing working relationships.
5. Strategic approach and TQM.

Module 2:

1. Managing Time and Stress.

1. It's now or never to achieve you goals.
2. Helping others to better manage time.
3. Managing interruptions and access.
4. Planning your priorities and managing your agenda.
5. Daily routines.

Module 3:

1. Essentials of project management techniques.
2. Monitoring progress and benchmarking.
3. Dealing with crises and resolutions.
4. Understanding and managing stress in you and in others.

Module 4:

1. How to have excellent communication skills.

1. Avoiding communication breakdown.
2. Listening skills.
3. Managing requests.
4. Flexibility and managing conflict.
5. Giving and receiving delegation.
6. Listening to constructive criticism skills.

Module 5:

1. Desk management:

1. Office layout and ergonomics.
2. Information systems.
3. Managing the paper load.
4. Getting the best from e-mail and office technology.

Module 6:

1. Written communication Skills

1. Skills of report and letter writing.
2. Skills of taking notes and writing minutes.
3. Editing and proof-reading skills.

Module 7:

1. Supervising administrative staff.

1. Motivating and inspiring staff.
2. Appropriate coaching and training staff effect.
3. Appraisals.

Who should attend?

1. Office Administrators.
2. Supervisors of Clerical.
3. Administrative Staff.

1. Executive Secretaries
2. Personal Assistants.