Administrative Support

Corporate Training Materials

 It must be
Module One: Getting Started considered that
there is nothing
more difficult to
carry out nor
more doubtful
Welcome to the Administrative of success nor
more dangerous
Support Skills workshop. to handle than
to initiate a new
•Organization skills order of things.
Machiavelli
•Resource management
•Better communication
•Time management
 Workshop Objectives

Manage your Improved

Better Empowering
time more communicatio
organization yourself
effectively n skills
 Module Two: Getting The ability to
simplify means
Organized (I) to eliminate
the
unnecessary
Organization begins at your data so that the
entry points. necessary may
speak.
Emails, voice mails, and interoffice Hans Hoffman
mail are all channels that ebb and
flow with information that require
processing and organization.
 Dealing with Email
Read

Evaluate

Act

Delete
Managing Electronic Files

Consistent
Time sensitive
Search-ability
Archive externally
 Keeping Track of the Paper Trail
The strategy here is to stage out the paperwork
over the course of the week.
Inbox

Rush
Outbox
Folder

Next This
Week Week
Making the Most of Voice Mail
Always be professional

Use common courtesies

Use notes for important issues

Have a prepared greeting

Make your message short

 Case Study
Alex recently obtained a fulltime job at a
telecommunication company

He struggled due to the fact that he hated being

organized

His manager decided to teach him how to deal with

email and how to keep it organized

Alex avoided getting fired because of his lack of

organization
Module Two: Review Questions
1)What does the READ technique imply?
a)Read, Edit, Abbreviate, Debate
b)Rush, Enter, Absorb, Debug
c)Read, Evaluate, Act, Delete
d)Randomize, Economize, Acquire, Delete
2)Find a question which IS NOT important for the Act step?
a)Do you reply to the sender?
b)Do you resource this information for future reference?
c)Do you reject email and delete it?
d)Do you have time to read such a large email?
Module Two: Review Questions
3)Why is naming the electronic documents with a uniform
pattern convenient?
a)It helps you to use the search option more effectively
b)It looks more orderly
c)It seems more professional
d)It is easier to remember where the documents are stored
4)What does the time sensitive strategy for arranging electronic
files imply?
a)Using the files right away when they are received
b)Arranging the files when they are received
c)Separating the files based on the time of their inactivity
d)Deleting the files after awhile
Module Two: Review Questions
5)How many kinds of folders for paperwork are recommended?
a)5
b)2
c) 3
d)1
6)What is the Red Rush folder for?
a)For communication with the manager in need of urgent addressing
of a document
b)For leaving the everyday paperwork to the manager
c)For storage of the daily amount of received documents
d)For storage of the unnecessary documents
Module Two: Review Questions
1)What does the READ technique imply?
a)Read, Edit, Abbreviate, Debate
b)Rush, Enter, Absorb, Debug
c)Read, Evaluate, Act, Delete
d)Randomize, Economize, Acquire, Delete
2)Find a question which IS NOT important for the Act step?
a)Do you reply to the sender?
b)Do you resource this information for future reference?
c)Do you reject email and delete it?
d)Do you have time to read such a large email?
Module Two: Review Questions
3)Why is naming the electronic documents with a uniform
pattern convenient?
a)It helps you to use the search option more effectively
b)It looks more orderly
c)It seems more professional
d)It is easier to remember where the documents are stored
4)What does the time sensitive strategy for arranging electronic
files imply?
a)Using the files right away when they are received
b)Arranging the files when they are received
c)Separating the files based on the time of their inactivity
d)Deleting the files after awhile
Module Two: Review Questions
5)How many kinds of folders for paperwork are recommended?
a)5
b)2
c) 3
d)1
6)What is the Red Rush folder for?
a)For communication with the manager in need of urgent addressing
of a document
b)For leaving the everyday paperwork to the manager
c)For storage of the daily amount of received documents
d)For storage of the unnecessary documents
 Module Three: Getting
Organized (II) Organizing is
what you do
before you do
Now it is time to organize your something, so
that when you
environment to be more efficient. do it, it’s not all
mixed up.
This module will give you some great A.A. Milne
suggestions on how to organize your
workspace, your tasks and the people
you work with on projects.
 Keeping Your Workspace
Organized
Keep frequently used materials on your desk

Setup a landing area for new work

Create a workflow pattern

Minimum personal effects

 Using a To-Do Book

Synchronize your
Consult it before
tasks with your
committing
computer

Respect the other

Take it
tasks already
everywhere
scheduled
Add Project Management to Your Toolbox

List of project
stakeholders

The communication
plan

The work breakdown

structure
 Case Study
Even from a very young age John has always
avoided staying organized

John decided to make a change

He asked a close friend for some tips and

brainstormed some of his own

All these changes managed to make John a more

organized person
 Module Three: Review Questions
1)What items should be for at least present on the workspace?
a)Paperwork
b)Books
c)Office supplies
d)Personal items such as photos
2)Find a convenient way for organizing your desk:
a)Putting away the unnecessary items into the drawers
b)Creating a workflow pattern on the desk
c)Often arrangement of the items on the desktop
d)Improvising the desk arrangement depending on the working
circumstances
 Module Three: Review Questions
3)Why is a to-do book more efficient than a computer planner?
a)Because there is no danger of losing the data
b)Because it is easier to use
c)Because you can take it with you wherever you go
d)Because you can have a better overview to your schedule
4)Which of these steps related to the to-do book IS NOT
recommendable?
a)Negotiating another deliverable date
b)Over scheduling
c)Constant consulting the to-do book
d)Combining the tasks from to-do book with the ones from your
computer
 Module Three: Review Questions
5)Which phase of project consists of three important tools for
managing people, tasks and communication?
a)Planning
b)Executing
c)Initiating
d)Monitoring
6)What does the work breakdown structure tool (WBS) identify?
a)The arrangement of the tasks
b)The segregation of duties within a project
c)The schedule of project phases
d)The structure of a project
 Module Three: Review Questions
1)What items should be for at least present on the workspace?
a)Paperwork
b)Books
c)Office supplies
d)Personal items such as photos
2)Find a convenient way for organizing your desk:
a)Putting away the unnecessary items into the drawers
b)Creating a workflow pattern on the desk
c)Often arrangement of the items on the desktop
d)Improvising the desk arrangement depending on the working
circumstances
 Module Three: Review Questions
3)Why is a to-do book more efficient than a computer planner?
a)Because there is no danger of losing the data
b)Because it is easier to use
c)Because you can take it with you wherever you go
d)Because you can have a better overview to your schedule
4)Which of these steps related to the to-do book IS NOT
recommendable?
a)Negotiating another deliverable date
b)Over scheduling
c)Constant consulting the to-do book
d)Combining the tasks from to-do book with the ones from your
computer
 Module Three: Review Questions
5)Which phase of project consists of three important tools for
managing people, tasks and communication?
a)Planning
b)Executing
c)Initiating
d)Monitoring
6)What does the work breakdown structure tool (WBS) identify?
a)The arrangement of the tasks
b)The segregation of duties within a project
c)The schedule of project phases
d)The structure of a project
 Module Four:
Those that
Managing Time make the best
use of their
In this module will discuss how time have
none to spare.
to be a better time manager with Thomas Fuller
some very simple behavior
modification.
 Managing Your Time
We are all given all the same amount of time
each day, use it wisely.
Talking to peers
Email
Phone Calls
Internet
Keeping Others on Track
The work breakdown structure
(WBS) document is the key tool

Establish intervals of communication

before and during the project

Distribute documents to the project

team once they are complete
Maintaining Schedules

Avoid meeting run-over

Do not volunteer

Negotiate timeframes

Decline work you know you cannot

deliver
 Case Study
Maria had problems relating to managing
time which affected her productivity

She was given a project for her university and she

procrastinated

Maria decided to make a change

She studied project management and read a lot on

how deliver tasks
 Module Four: Review Questions
1)When it comes to time, the nature of job for an administrative
assistant implies:
a)The constant lack of time
b)Dividing the time with the manager
c)Complicated organization of the time
d)Perfectly steady timetable
2)What’s the key for productivity in relation of your and other
people’s time?
a)Adjustments of own time depending on other people’s time
b)Adjustments of other people’s time depending on your own time
c)Demonstrating respect for other people’s time
d)Individual time planning, regardless of other people’s time
 Module Four: Review Questions
3)According to WBS, what is identified by breaking down each project
task?
a)Individual components and personal responsibilities
b)Project ideas and goals
c)The methods of conducting the project
d)The time plan of conducting the project tasks
4)What is the most important thing related to the communication plan?
a)Establishing predetermined intervals of communication before the project
begins
b)Everyday contact with the performer
c)Regular reports about every detail of the project
d)Reaching out the performer when the project is falling behind
 Module Four: Review Questions
5)When should the additional work be avoided?
a)When it is too challenging
b)When it requires a lot of time managing
c)When it is not related to your current activities
d)When it expands the volume of your current activities
6)Find a question which can be helpful in negotiating the
timeframes:
a)“How important is this?”
b)“Is it possible to mark this task as non-emergency or low priority?”
c)“How long can we delay this task?”
d)“When do you need this by?”
 Module Four: Review Questions
1)When it comes to time, the nature of job for an administrative
assistant implies:
a)The constant lack of time
b)Dividing the time with the manager
c)Complicated organization of the time
d)Perfectly steady timetable
2)What’s the key for productivity in relation of your and other
people’s time?
a)Adjustments of own time depending on other people’s time
b)Adjustments of other people’s time depending on your own time
c)Demonstrating respect for other people’s time
d)Individual time planning, regardless of other people’s time
 Module Four: Review Questions
3)According to WBS, what is identified by breaking down each project
task?
a)Individual components and personal responsibilities
b)Project ideas and goals
c)The methods of conducting the project
d)The time plan of conducting the project tasks
4)What is the most important thing related to the communication plan?
a)Establishing predetermined intervals of communication before the project
begins
b)Everyday contact with the performer
c)Regular reports about every detail of the project
d)Reaching out the performer when the project is falling behind
 Module Four: Review Questions
5)When should the additional work be avoided?
a)When it is too challenging
b)When it requires a lot of time managing
c)When it is not related to your current activities
d)When it expands the volume of your current activities
6)Find a question which can be helpful in negotiating the
timeframes:
a)“How important is this?”
b)“Is it possible to mark this task as non-emergency or low priority?”
c)“How long can we delay this task?”
d)“When do you need this by?”
Module Five: Getting It All
Better to be
Done On Time three hours too
soon than one
minute too late.
Ultimately, it is our job to deliver things on
William
time. Prioritizing your work, staying on Shakespeare
track and accurate goal setting are
essential elements to you being able to
deliver your project or tasks on time.

This module will allow you to explore

techniques that increase your
effectiveness in meeting your deadlines.
 Prioritizing
• Write in your planner
W
• Rank each task
R
• Anticipate the time frame
A
• Perform each task as planned
P
The Secret to Staying on Track

Schedule creative work for the morning

Track your progress

Check off accomplished items

 Goal Setting

Time lock it
Revise it
Announce it

Define it
 Case Study

Jamie was good at getting things done

Jamie taught his brother how to prioritize

His brother managed to do everything on time by

using a simple technique

The secret to staying on track is managing your

schedule
Module Five: Review Questions
1)What does the WRAP technique imply?
a)Waiting, Anticipating, Ranking, Performing
b)Writing, Anticipating, Ranking, Performing
c)Writing, Accentuating, Ranking, Planning
d)Writing, Arranging, Ranking, Producing
2)What is the ranking phase for?
a)Defining the importance of each task
b)Defining the duration of each task
c)Defining how challenging the tasks are
d)Defining the daily schedule
Module Five: Review Questions
3)What time of the day is very convenient for creative work?
a)Afternoon
b)Evening
c)Morning
d)It is not important
4)Why is celebrating small accomplishments helpful?
a)It gives us a reason for taking a break
b)It gives us comfort even if we do not accomplish the main goal
c)It can give us the necessary illusion that we are doing things
right
d)It can motivate us to keep a high level of energy and productivity
Module Five: Review Questions
5)What does the DART goal setting technique imply?
a)Defining, Announcing, Revising, Time locking
b)Defining, Abstracting, Reacting, Time locking
c)Deciding, Announcing, Reevaluating, Time locking
d)Deciding, Abstracting, Rationalizing, Time locking
6)Why is public announcing of the goal helpful?
a)It can cause a pressure which will force you to work better
b)It can invite certain feedback and help you revise your goal
c)It can create psychological feeling of obligation to accomplish your
goal
d)It can initiate the fear of failure which will lead you to the success
Module Five: Review Questions
1)What does the WRAP technique imply?
a)Waiting, Anticipating, Ranking, Performing
b)Writing, Anticipating, Ranking, Performing
c)Writing, Accentuating, Ranking, Planning
d)Writing, Arranging, Ranking, Producing
2)What is the ranking phase for?
a)Defining the importance of each task
b)Defining the duration of each task
c)Defining how challenging the tasks are
d)Defining the daily schedule
Module Five: Review Questions
3)What time of the day is very convenient for creative work?
a)Afternoon
b)Evening
c)Morning
d)It is not important
4)Why is celebrating small accomplishments helpful?
a)It gives us a reason for taking a break
b)It gives us comfort even if we do not accomplish the main goal
c)It can give us the necessary illusion that we are doing things right
d)It can motivate us to keep a high level of energy and productivity
Module Five: Review Questions
5)What does the DART goal setting technique imply?
a)Defining, Announcing, Revising, Time locking
b)Defining, Abstracting, Reacting, Time locking
c)Deciding, Announcing, Reevaluating, Time locking
d)Deciding, Abstracting, Rationalizing, Time locking
6)Why is public announcing of the goal helpful?
a)It can cause a pressure which will force you to work better
b)It can invite certain feedback and help you revise your goal
c)It can create psychological feeling of obligation to accomplish your
goal
d)It can initiate the fear of failure which will lead you to the success
Module Six: Special Tasks If you’re a hard-
working, flexible,
task-oriented,
As an administrative supporter, computer type
you will be tasked in organizing with overseas
experience, go
special task that will require to the front of
the line.
precise organization and Carol Kleiman
execution.
This module will give you the
basics in handling several special
tasks you may encounter.
Planning Small Meetings
Meeting objective

Required supplies

Reserve a place or room

Notify the attendees

 Planning Large Meetings
The FAST strategy helps you organize the
who, what, where, why and how for your
large meeting:
Form
Acquire
Secure
Take
 Organizing Travel
Here is a list of things you should look for
when booking:
Parking
Safety
Cleanliness
Proximity to restaurants
Hotel amenities
 Case Study
Peter works at a law firm where he is in
charge of the local projects

His boss asks him to plan meetings and organize

different events

Peter used to feel out of his element

Peter understood what to check for before a meeting

starts
 Module Six: Review Questions
1.Which one of the following IS NOT a part of the POPCORN planning
technique?
a)Reserving a place or a room
b)Creating the checklist of the supplies
c) Defining the purpose
d)Planning the time for a break
2.What is the solution for meetings with multiply objectives?
a)Prioritizing and leaving the less important objectives for another
meeting
b)Setting the time limits for discussing each objective
c) Estimating the importance of the objectives during the meeting
d)Extending the meeting and discussing all the objectives normally
 Module Six: Review Questions
3.What phases does the FAST planning technique imply?
a)Forming, Acquiring, Securing, Taking
b)Forming, Arrangement, Securing, Talking
c) Following, Administrating, Saving, Testing
d)Firming, Actualizing, Saving, Taking
4.The FAST strategy DOES NOT help you organize:
a)Who is going come to the meeting
b)Where is the meeting going to be held
c) When is the meeting going to be held
d)How is the meeting going to be conducted
 Module Six: Review Questions
5.What DOES NOT belong to the list of things for checking when you are
looking for a hotel?
a)Cleanliness
b)Hotel amenities
c) Activities available in the hotel
d)Proximity to the restaurants
6.Find the most convenient way for negotiating a good rate for a
numerous travel group:
a)A phone call
b)Sending an email
c) Talking in person
d)Travel agency
 Module Six: Review Questions
1.Which one of the following IS NOT a part of the POPCORN planning
technique?
a)Reserving a place or a room
b)Creating the checklist of the supplies
c) Defining the purpose
d)Planning the time for a break
2.What is the solution for meetings with multiply objectives?
a)Prioritizing and leaving the less important objectives for another
meeting
b)Setting the time limits for discussing each objective
c) Estimating the importance of the objectives during the meeting
d)Extending the meeting and discussing all the objectives normally
 Module Six: Review Questions
3.What phases does the FAST planning technique imply?
a)Forming, Acquiring, Securing, Taking
b)Forming, Arrangement, Securing, Talking
c) Following, Administrating, Saving, Testing
d)Firming, Actualizing, Saving, Taking
4.The FAST strategy DOES NOT help you organize:
a)Who is going come to the meeting
b)Where is the meeting going to be held
c) When is the meeting going to be held
d)How is the meeting going to be conducted
 Module Six: Review Questions
5.What DOES NOT belong to the list of things for checking when you are
looking for a hotel?
a)Cleanliness
b)Hotel amenities
c) Activities available in the hotel
d)Proximity to the restaurants
6.Find the most convenient way for negotiating a good rate for a
numerous travel group:
a)A phone call
b)Sending an email
c) Talking in person
d)Travel agency
 Module Seven: Verbal Effective
communication
Communication Skills is 20% what you
know and 80%
how you feel
about what you
Your job as an administrative know.
supporter will place you in many Jim Rohn
situations where you are
speaking with the leaders and
decision-makers of the
organization.
Having sound verbal
communication skills is essential
in influencing those around you.
Listening and Hearing: They
Aren’t the Same

Face the person

Summarize the
conversation

Avoid thinking ahead

Asking Questions

Close-ended questions

Open-ended questions
Communicating with Power

Avoid
Be speech
Body concise fillers
Listen language
 Case Study
Daniel has a job as an administrative
supporter

This requires him to be able to take decisions quickly

Daniel was in charge of hosting all internal meetings

He inspired other people to learn from him

 Module Seven: Review Questions
1.What is listening?
a)The ability of human ear to register sounds
b)Unconscious registering of random sounds
c) Our conscience effort in understanding what is being heard
d)Listening is the same thing as hearing
2.Which of the following actions DOES NOT help with maintaining
the listening focus?
a)Using a note pad and writing down the important things
b)Straining hardly to keep the concentration
c) Asking questions
d)Keeping the eye contact
 Module Seven: Review Questions
3.What are the close-ended questions good for?
a)For shortening the conversation
b)For saving time
c) For getting the specific answers
d)For avoiding the boring answers
4.What kind of answer can we expect after asking an open-ended
question?
a)Longer and informative answer
b)Unnecessarily prolonged answer
c) Concise answer, no longer than couple of words
d)Evasive answer
 Module Seven: Review Questions
5.What is the greatest factor in developing the verbal skills?
a)Entering into the big discussions when disagreeing
b)Using the memorable expressions
c) Using a lot of impressive words
d)Being prepared
6.Recognize a helpful tip for improving the verbal skills:
a)Talk whenever you can so you can lose the ‘stage fright’
b)Talk only when it is necessary
c) Develop a goal for why you are talking
d)Be absolutely spontaneous and improvise
 Module Seven: Review Questions
1.What is listening?
a)The ability of human ear to register sounds
b)Unconscious registering of random sounds
c) Our conscience effort in understanding what is being heard
d)Listening is the same thing as hearing
2.Which of the following actions DOES NOT help with maintaining
the listening focus?
a)Using a note pad and writing down the important things
b)Straining hardly to keep the concentration
c) Asking questions
d)Keeping the eye contact
 Module Seven: Review Questions
3.What are the close-ended questions good for?
a)For shortening the conversation
b)For saving time
c) For getting the specific answers
d)For avoiding the boring answers
4.What kind of answer can we expect after asking an open-ended
question?
a)Longer and informative answer
b)Unnecessarily prolonged answer
c) Concise answer, no longer than couple of words
d)Evasive answer
 Module Seven: Review Questions
5.What is the greatest factor in developing the verbal skills?
a)Entering into the big discussions when disagreeing
b)Using the memorable expressions
c) Using a lot of impressive words
d)Being prepared
6.Recognize a helpful tip for improving the verbal skills:
a)Talk whenever you can so you can lose the ‘stage fright’
b)Talk only when it is necessary
c) Develop a goal for why you are talking
d)Be absolutely spontaneous and improvise
 Module Eight: Non-Verbal The most
important thing
Communication Skills in
communication
is to hear what
Our body language dictates isn’t being said.

much of what we are feeling Peter F. Drucker

inside.
Understanding effective body
language is essential for an
administrative supporter in
building relationships
throughout the organization.
 Body Language

Comprises the
Cannot majority of how
hide it we
communicate
The Signals You Send to Others

Folding arms

Drumming fingers

Fidgeting

Looking at the floor

 It’s not what you Say,
It’s how you Say It

Eye
Smile
contact

Listen Initiate
 Case Study

Maria was faced with a difficult situation

She was dealing with a change in her company’s

policies

She relied on her non-verbal communication skills and

looked around the room

She was able to communicate efficiently and get her

point across
 Module Eight: Review Questions
1.How many percent of our communication is manifested through the
body language?
a)5%
b)Almost 55%
c) Less than 20%
d)More than 75%
2.Recognize a body language sign which DOES NOT send a negative
message:
a)Nodding
b)Folding arms tightly
c) Fiddling with collar
d)Small pupils
 Module Eight: Review Questions
3.What can you do with your emotions to prevent sending a
negative body language message?
a)Practice the emotions
b)Repress the emotions
c) Check your emotions
d)Try to change your emotions
4.What is the key to avoiding the negative body language signs?
a)Being ware and conscientious
b)Avoiding the communication when you feel bad
c) Hiding the negativity and forcing the positivity
d)Shortening the communication
 Module Eight: Review Questions
5.Why is our tone sometimes difficult to detect?
a)Because the tone can be easily faked
b)Because the tone is generally not important
c) Because it is difficult to relate the tone with the body language
d)Because it is usually a result of our environment
6.What does the letter L in the name of SMILE technique stand for?
a)Look in the eyes
b)Lighten up
c) Let the conversation go naturally
d)Love to talk
 Module Eight: Review Questions
1.How many percent of our communication is manifested through the
body language?
a)5%
b)Almost 55%
c) Less than 20%
d)More than 75%
2.Recognize a body language sign which DOES NOT send a negative
message:
a)Nodding
b)Folding arms tightly
c) Fiddling with collar
d)Small pupils
 Module Eight: Review Questions
3.What can you do with your emotions to prevent sending a
negative body language message?
a)Practice the emotions
b)Repress the emotions
c) Check your emotions
d)Try to change your emotions
4.What is the key to avoiding the negative body language signs?
a)Being ware and conscientious
b)Avoiding the communication when you feel bad
c) Hiding the negativity and forcing the positivity
d)Shortening the communication
 Module Eight: Review Questions
5.Why is our tone sometimes difficult to detect?
a)Because the tone can be easily faked
b)Because the tone is generally not important
c) Because it is difficult to relate the tone with the body language
d)Because it is usually a result of our environment
6.What does the letter L in the name of SMILE technique stand for?
a)Look in the eyes
b)Lighten up
c) Let the conversation go naturally
d)Love to talk
 Module Nine: If you think you
can, you can.
Empowering Yourself And if you think
you can’t, you’re
right.
Being an administrative Mary Kay Ash
supporter leaves plenty of
room for empowering
yourself.
Often times, you are expected
to act independently, make
decisions and resolve issues
with little or no guidance.
 Being Assertive

Involved Positive
Direc
t
Brief Calm
Resolving Conflict

Conflict is normal
Avoidance
Let
Build
emotions
a consensus
is unhealthy
settle
 Building Consensus
• Problem defined
P

• Everyone vents respectfully

E

• Alternative solutions explored

A

• Choice is made
C

• Everyone agrees to support the solution

E
Making Decisions
Brainstorm alternatives

Pros and cons

Short list the alternatives

Monitor outcome
 Case Study

Anna was faced with a troubling decision

She had to let some employees go due to financial

reasons

Anna was assertive for the first time in her life

She was able to develop financial plan which limited

the lay offs
 Module Nine: Review Questions
1.Which of the following qualities is not a part of definition of being
assertive according to Dictionary.com?
a)Confidently aggressive
b)Positive
c) Pushy
d)Self-assured
2.Which of the following B’s is not a part of the five B’s for
demonstrating more assertiveness in work life?
a)Be brief
b)Be intrusive
c) Be calm in conflicts
d)Be direct
 Module Nine: Review Questions
3.Why is avoiding conflicts unhealthy?
a)Because it develops a habit of yielding
b)Because it makes you feel less worthy
c) Because it complicates the existing problems
d)Because it leads to harboring emotion and passive
aggressiveness
4.What should you do next after the conflict is identified?
a)Wait for a while
b)Address the other party’s concern
c) Mend relationships right away
d)Talk about the conflict with someone else
 Module Nine: Review Questions
5.What is the first step of PEACE technique for building consensus?
a)Defining the problem
b)Analyzing the problem
c) Thinking about the solutions to the problem
d)Trying to suppress the problem if it is possible
6.How much time does the building of consensus usually takes to
happen?
a)Several meetings
b)Several hours
c) About a week
d)It usually happens immediately
 Module Nine: Review Questions
1.Which of the following qualities is not a part of definition of being
assertive according to Dictionary.com?
a)Confidently aggressive
b)Positive
c) Pushy
d)Self-assured
2.Which of the following B’s is not a part of the five B’s for
demonstrating more assertiveness in work life?
a)Be brief
b)Be intrusive
c) Be calm in conflicts
d)Be direct
 Module Nine: Review Questions
3.Why is avoiding conflicts unhealthy?
a)Because it develops a habit of yielding
b)Because it makes you feel less worthy
c) Because it complicates the existing problems
d)Because it leads to harboring emotion and passive
aggressiveness
4.What should you do next after the conflict is identified?
a)Wait for a while
b)Address the other party’s concern
c) Mend relationships right away
d)Talk about the conflict with someone else
 Module Nine: Review Questions
5.What is the first step of PEACE technique for building consensus?
a)Defining the problem
b)Analyzing the problem
c) Thinking about the solutions to the problem
d)Trying to suppress the problem if it is possible
6.How much time does the building of consensus usually takes to
happen?
a)Several meetings
b)Several hours
c) About a week
d)It usually happens immediately
 Module Ten: Coming together
is a beginning.
The Team of Two Keeping
together is a
process.
Working
Working as a team with your manager together is
success.
is essential in keeping the lines of
Henry Ford
communication open and building
rapport.
A good and positive relationship with
your manager is the foundation and
support structure that gives you the
ability to function independently.
Working with Your Manager

Trust Communicate

Positive Confident

Confidential Professional
Influencing Skills

Build a relationship

Align your goals

Assume positive intent

Learn from your manager

What to Do in Sticky Situations

Discuss calmly

Document each time

Discuss with supervisor

Defer to human resources

 Case Study
Paul convinced his manager that some of his
decisions were wrong for the company

Paul worked towards building trust and

communicating

He utilized the ability of persuasion to guide the right

decisions

He managed to put the company on the road to

success.
 Module Ten: Review Questions
1.What is essential in the relationship with the manager?
a)Accepting all the manager’s ideas
b)Absolute compatibility with the manager
c) Good communication
d)Unconditional kindness
2.When it comes to the relation towards your personal life, you should:
a)Have confidence in your manager and feel free to share personal
details
b)Avoid sharing personal details
c) Share personal details occasionally
d)Be relaxed and share the personal details if a conversation goes that
way
 Module Ten: Review Questions
3.What kind of relation towards your goals is good for the relation with
your manager?
a)Accepting all the manager’s opinions about your goals
b)Keeping your own goals regardless of the manager’s opinion
c) Officially accepting the manager’s opinion, but keeping your own
goals
d)Aligning your own goals with the manager’s goals
4.What is the purpose of your influencing?
a)Imposition of your personal goals and ideas
b)Manipulation
c) Enabling a promotion and career expanding
d)Emphasizing that your idea is better than other ideas
 Module Ten: Review Questions
5.What should you do if you suspect your manager is doing
something illegal?
a)Ignore it because it is out of your reach
b)Report it to the proper authorities
c) Deal with the manager
d)Be on the manager’s side because he is your collaborator after all
6.Find the four D’s for handling the sticky situations:
a)Doubt, Document, Discuss, Document
b)Discuss, Document, Declare, Document
c) Discuss, Document, Discuss, Defer
d)Doubt, Discuss, Document, Defer
 Module Ten: Review Questions
1.What is essential in the relationship with the manager?
a)Accepting all the manager’s ideas
b)Absolute compatibility with the manager
c) Good communication
d)Unconditional kindness
2.When it comes to the relation towards your personal life, you should:
a)Have confidence in your manager and feel free to share personal
details
b)Avoid sharing personal details
c) Share personal details occasionally
d)Be relaxed and share the personal details if a conversation goes that
way
 Module Ten: Review Questions
3.What kind of relation towards your goals is good for the relation with
your manager?
a)Accepting all the manager’s opinions about your goals
b)Keeping your own goals regardless of the manager’s opinion
c) Officially accepting the manager’s opinion, but keeping your own
goals
d)Aligning your own goals with the manager’s goals
4.What is the purpose of your influencing?
a)Imposition of your personal goals and ideas
b)Manipulation
c) Enabling a promotion and career expanding
d)Emphasizing that your idea is better than other ideas
 Module Ten: Review Questions
5.What should you do if you suspect your manager is doing
something illegal?
a)Ignore it because it is out of your reach
b)Report it to the proper authorities
c) Deal with the manager
d)Be on the manager’s side because he is your collaborator after all
6.Find the four D’s for handling the sticky situations:
a)Doubt, Document, Discuss, Document
b)Discuss, Document, Declare, Document
c) Discuss, Document, Discuss, Defer
d)Doubt, Discuss, Document, Defer
Module Eleven: Taking Health is a state of
complete physical,
mental, and social
Care of Yourself well-being, and
not merely the
absence of disease
As we come to a close on this course, or infirmity.
World Health
a very important topic is yet to be Organization,
1948
taught. Many of us spend more
hours at work than we do at home
with our families. The work
environment can be a source of well
being or a source of stress and
unhealthy living.
 Ergonomics

Comfortable work area

Adjust your seat
Maximize productivity
Reduces fatigue
 Stress Management

Get plenty of rest

Exercise more
Stay positive
Laugh more
Dealing with a Heavy Workload
Divide up work

Short term goals

Prepare your family

Vacation when its done

 Case Study
When he was first hired, Andrew didn’t like
any aspects about his job

Little did he know that there were things he could

change

He remained positive when faced with tremendous

amounts of work

In the end, Andrew left the job he didn’t like and got
another one at a better company
 Module Eleven: Review Questions
1.What is the definition of ergonomics?
a)Ergonomics is the applied science of equipment design, for the workplace,
intended to maximize productivity
b)Ergonomics is the applied science for general interior design intended to
maximize productivity
c) Ergonomics is the applied science of equipment design, for the workplace,
intended to maximize relaxation and peace
d)Ergonomics is the applied science of the workplace interior design
2.What should you do if you have special physical needs?
a)Get the special ergonomics tools by yourself
b)Get used to the available conditions
c) Talk to the human resources department
d)Unobtrusively wait if someone will react to your special physical needs
 Module Eleven: Review Questions
3.Which of the following activities IS NOT helpful for avoiding stress?
a)Exercise and stretching
b)Helping others
c) Maintaining the good relations with the coworkers
d)Getting the work done fast and achieving some extra time for a
break
4.Which of the following expressions DOES NOT refer to a kind of stress?
a)Emotional
b)Working
c) Mental
d)Physical
 Module Eleven: Review Questions
5.What is essential for dealing with heavy workloads?
a)Avoiding them
b)Having a plan
c) Delaying
d)Asking for more time
6.Which of the following IS NOT a part of the regular plan for
dealing with heavy workloads?
a)Asking coworkers for help
b)Setting short term goals
c) Forcing yourself to work more
d)Dividing the work into manageable chunks
 Module Eleven: Review Questions
1.What is the definition of ergonomics?
a)Ergonomics is the applied science of equipment design, for the
workplace, intended to maximize productivity
b)Ergonomics is the applied science for general interior design intended to
maximize productivity
c) Ergonomics is the applied science of equipment design, for the workplace,
intended to maximize relaxation and peace
d)Ergonomics is the applied science of the workplace interior design
2.What should you do if you have special physical needs?
a)Get the special ergonomics tools by yourself
b)Get used to the available conditions
c) Talk to the human resources department
d)Unobtrusively wait if someone will react to your special physical needs
 Module Eleven: Review Questions
3.Which of the following activities IS NOT helpful for avoiding stress?
a)Exercise and stretching
b)Helping others
c) Maintaining the good relations with the coworkers
d)Getting the work done fast and achieving some extra time for a
break
4.Which of the following expressions DOES NOT refer to a kind of stress?
a)Emotional
b)Working
c) Mental
d)Physical
 Module Eleven: Review Questions
5.What is essential for dealing with heavy workloads?
a)Avoiding them
b)Having a plan
c) Delaying
d)Asking for more time
6.Which of the following IS NOT a part of the regular plan for
dealing with heavy workloads?
a)Asking coworkers for help
b)Setting short term goals
c) Forcing yourself to work more
d)Dividing the work into manageable chunks
 Module Twelve: This feeling,
finally, that we

Wrapping Up may change

things - this is at
the center of
everything we
Although this workshop is coming to a are. Lose that...
lose everything.
close, we hope that your journey to
Sir David Hare
improve your administrative skills is
just beginning. This will be a key tool
to guide your progress in the days,
weeks, months, and years to come.
We wish you the best of luck on the
rest of your travels!
Words from the Wise