Administration Skills

Being competent in the ‘technical’ skills of the job is no longer enough. If we do not have appropriate skills – we cannot communicate effectively with internal and external customers. Your participants will learn the key skills.


Administration roles today require a variety of skills to help develop and build relations with internal and external customers. In a highly competitive environment, these communication skills are often more important than ‘technical’ skills. Promotion of professional staff is often, at least in part, affected by the people skills of the individual.

This practical and stimulating course provides participants with the understanding, ideas and techniques they need to be successful. They will have the opportunity to address their own situations with external and internal customers.

Who Should Attend
Anyone dealing with external or internal customers.

Administration Skills – Course Objectives

Participants will learn:

  • how to ensure the right perception of customer care
  • how to handle difficult situations
  • the key skills of questioning and how to apply them
  • about their own and others’ behaviours and how to manage the differences
  • how to improve their ‘Active’ listening skills and use them to ensure greater effectiveness
  • the importance of taking ownership of a problem
  • the errors/challenges and how to overcome them
  • how to use Transactional Analysis to ensure a productive outcome
  • how to recognise, use and control Non-Verbal Communication


Administration Skills – Course Outline

What Customers Want
Ensuring customers feel important and understood
Customer perceptions
Controlling the perception of the best service
Our role in competition
Internal and external customers

Handling Difficult Situations
Difficult situations can be good news
Common errors
The method of handling difficult situations
Problem ownership and ‘follow-through’

Questioning Skills
The role of questioning skills in handling difficult people and other professional situations
The structure of a good question
Question types and their use
Using questions to obtain information

Behaviour Versatility
Identifying own behaviour
Recognising different types
Managing the interaction

Listening Skills
Barriers to effective listening
The difference between ‘Active’ and ‘Passive’ listening
How to use ‘Active’ listening to demonstrate interest and obtain information
How to use ‘Active’ listening to steer a conversation

Owning The Problem
How minor comments can have major impact
Develop an awareness of use of language to make a good impression

Telephone Skills
Differences between telephone and face-to-face communication
Overcoming the disadvantages of the telephone
Developing an effective personal style

Transactional Analysis
How Transactional Analysis can help in difficult situations
States of mind and how we interact with others
Questions to change a person’s state of mind
‘Rules’ to ensure a productive outcome
Building relationships
Drivers and motivators

Non-Verbal Communication
Pitfalls and considerations
N.V.C. components and patterns
How to control your N.V.C.