Understanding the core components of the office manager role: Functions, Roles, and Responsibilities

Clarifying expectations

How to plan – a step by step framework for success

The importance of robust project management skills – and how to implement them

Documentation control – ensuring you have the facts at your fingertips

Organising and structuring processes and procedures

Problem solving and decision making

Review how you spend your time through a self audit exercise

Develop a systematic way of managing a workflow

Identify your personal ‘time stealers’

Avoid ‘hurry sickness’ and be aware of your greater goals

Learn how to say ‘no’ (nicely) and mean it

Work at an optimum level to ensure successful outcomes

Realise personal skills required to use time more effectively

The critical importance of robust negotiation skills

Understanding your counterpart

Learn your strengths and play to them

Tactics and counter tactics

Why win/win is the ultimate goal in any negotiation

How to get your message across firmly and fairly

Best practice communication model: Email communication, Meetings, 1 on 1 scenarios

Effective business writing

Writing instructions and process guides

Getting your hands on the information you need

The role of influencing within modern organisations

Influencing upwards

Influencing across business functions: Influencing teams, Influencing individuals

How to prioritise in a way that works for you

Best practice time management techniques

How to defend your time from institutional and colleague attacks

Practical steps for increasing productivity and efficiency

The importance of effective delegation

How to introduce change painlessly

Up-selling change as a positive

Pre-empting and managing potential negative impact

Learn to cope yourself

Dealing with the organisational hierarchy

Coping with those who know better

How to handle emotions and feelings in a professional way

Conflict resolution – suggested strategy and outcomes

Dealing with the human crisis