Aims & Objectives

• Equip participants with skills and knowledge on how to carry out their main responsibilities as executive secretary/assistant
• Provide useful details on how to develop sound communication skills and robust job relationships
• Suggest and analyse all features and skills required to be an ideal executive secretary with ISO knowledge
• Identify the key requirements and benefits of ISO 9001:2015
• Manage quality and drive continual improvement
• Take steps to ensure that quality is at the heart of your organisation
• Attract and retain customers by meeting their current and future needs better
• Grasp the application of risk-based thinking, leadership and process management

Learning Outcomes

Having successfully completed this course you will be able to:

• Deal with problems, pressure, and stress
• Organise your time, workload, and people efficiently
• Prioritise important tasks
• Communicate effectively with your manager, colleagues, and other departments
• Manage time and resources effectively
• Become more confident and proactive
• Use systems and tools professionally
• Understand the key requirements, terms, and definitions of ISO 9001:2015 and its structure
• Learn the importance and benefits of an ISO 9001:2015 QMS
• Implement ISO 9001 standard to operational processes
• Describe the interaction of ISO 9001 requirements
• Grasp key concepts such as risk-based thinking, process approach, and the Plan-Do-Check-Act cycle

Who should attend?

• Top management assistants
• Executive secretaries
• Personal assistants
• Secretaries

Prerequisite skills & knowledge:

None required

Available in-house/distant learning?

Yes

Created by:

LiberoAssurance Continuous Professional Development Training Centre Level 1 - Accredited by Univab

Section 1

Part A: Introduction, workplace relationships and priorities

Introduction

• EA Job Responsibilities
• Responsibilities
• Public Relations
• Daily Routine

Building Relationships

• Building Relationships
• Earning Trust
• Twelve quick ways to earn trust
• Giving Advice
• Building a relationship with your executive
• Help your executive
• Initiative ideas
• Always be a step ahead
• Integrity

Priorities and Delegation

• Five “D’s” of Discipline
• Prioritisation
• Delegation
• Make your executive more successful at delegation
• Recognise the talents and personalities of your team members
• Fulfil commitments
• Manage expectations

Part B: Being part of a team, time management and communication

Be a reliable advisor and a team member

• Qualities of a trusted advisor
• Be responsible for your actions
• Avoid gossip
• When you’re right, don’t “brag”
• Behaviour personalities
• Behaviour personalities – executives
• Admonish in private, praise in public

Time Management

• Morning meetings
• Figuring out priorities
• Adding to schedules
• Activity logs
• Outlook tasks and emails
• Meetings and conferences
• More time management tips

Part C: Communication, systems at work, qualities and ethics

Communication

• Communicate effectively
• Avoid arguments
• Don’t waste time
• Good listener’s dos and don’ts
• Written communication

Build and Maintain Systems

• Organising your work
• Proven methods of achieving goals
• Always create files
• Email organisation

Qualities

• Executive secretary qualities
• Dealing with customers
• Welcoming visitors
• Telephone communication
• Improving phone manners
• Ten personality traits of an exceptional executive secretary

Ethics and Final Tips

• Code of Conduct – Ethos
• Summary

Section 2

Part A: Introduction, QMS Benefits, Clauses 0–3, Context of Organisation, Leadership, Planning

General

• Introduction
• Scope
• Normative references
• Terms and definitions

Context of Organisation

• Understanding the organisation and its context
• Understanding the needs and expectations of interested parties
• Determining the scope of the quality management system

Leadership

• Leadership and commitment
• Policy
• Organisational roles, responsibilities, and authorities

Planning

• Actions to address risks and opportunities
• Quality objectives and planning to achieve them
• Planning of changes

Part B: Support, Operation, Performance Evaluation, Improvement

Support

• Resources
• Competence
• Awareness
• Communication
• Documented information

Operation

• Operational planning and control
• Requirements for products and services
• Design and development
• Control of externally provided processes, products, and services
• Production and service provision
• Release of products and services
• Control of nonconforming outputs

Performance Evaluation

• Monitoring, measurement, analysis, and evaluation
• Internal audit
• Management review

Improvement

• General
• Nonconformity and corrective action
• Continual improvement

Exam & Certification

• Exam on Executive Secretary & ISO 9001:2015 Quality Management System Awareness
• “Executive Secretary with ISO 9001:2015 Quality Management System Awareness” Certificate

Teaching Methods

• Detailed seminar presentations (available for download)
• Terms and definitions
• No. of slides: 246

Resources

• Reading lists and resources available in presentations

Study Time Allocation

• Private study hours: 29
• Trainer contact hours: Availability and competence of instructors upon request
• Enrolment duration: 90 days (starting from date of purchase)

Credits

• CPD Points: 29
• ECTS/ECVET Points: 1