Office Administration & Management

Topics Covered:

• •The modern office environment and its evolution
• •Roles and responsibilities of an office administrator
• •Core skills of an efficient office manager
• •Overview of administrative functions in organizations

Practical Exercises:

Topics Covered:

• •Developing and managing office procedures and policies
• •Office layout, ergonomics, and facilities coordination
• •Workflow optimization and process improvement
• •Supply and inventory management

Practical Exercises:

• ✓Design a sample office workflow procedure

Topics Covered:

• •Verbal and written business communication
• •Email etiquette and professional correspondence
• •Telephone handling and reception skills
• •Dealing with internal and external stakeholders

Practical Exercises:

• ✓Draft professional emails and practice phone etiquette

Topics Covered:

• •Principles of records and information management
• •Filing systems (manual and digital)
• •Data protection, confidentiality, and compliance
• •Archiving, retention, and disposal procedures

Practical Exercises:

• ✓Create a digital filing system structure

Topics Covered:

• •Managing calendars and appointments
• •Planning meetings, conferences, and travel logistics
• •Preparing agendas and minutes
• •Handling conflicting schedules and prioritizing tasks

Practical Exercises:

• ✓Plan a meeting agenda and schedule travel logistics

Topics Covered:

• •Principles of exceptional customer service
• •Handling complaints and difficult customers
• •Building positive internal and external relationships
• •Promoting professionalism and a helpful attitude

Practical Exercises:

• ✓Role-play handling a customer complaint

Topics Covered:

• •Using Microsoft Office Suite effectively (Word, Excel, PowerPoint, Outlook)
• •Managing cloud tools (Google Workspace, OneDrive)
• •Office automation tools and collaboration platforms (Zoom, MS Teams)
• •Troubleshooting basic IT issues and liaising with IT support

Practical Exercises:

• ✓Create a sample report using MS Office tools

Topics Covered:

• •Supervising administrative teams and junior staff
• •Delegation and workload management
• •Motivating and coaching team members
• •Conflict resolution and promoting a positive work culture

Practical Exercises:

• ✓Role-play a team conflict resolution scenario

Topics Covered:

• •Understanding petty cash and office budgeting
• •Processing invoices and expense reports
• •Record-keeping for financial transactions
• •Cost-saving strategies in office operations

Practical Exercises:

• ✓Prepare a sample office budget and expense report

Topics Covered:

• •Ethical standards in office administration
• •Maintaining confidentiality and integrity
• •Managing sensitive information
• •Professional behavior and attitude at work

Practical Exercises:

• ✓Analyze an ethical scenario in office administration

Topics Covered:

• •Managing disruptions (e.g., health, tech failure, natural disasters)
• •Business continuity planning basics
• •Supporting change initiatives in the office
• •Health, safety, and security procedures

Practical Exercises:

• ✓Develop a basic business continuity plan

Topics Covered:

• •Role-playing office scenarios
• •Document drafting and meeting simulation
• •Group project: Office procedures improvement plan
• •Final presentations and feedback

Practical Exercises:

• ✓Present an office procedures improvement plan