Course Details
Course Outline
10 days course
Introduction / Roles, Competencies and Personal Effectiveness
- introduction and objectives
- Action planning
- The ‘competence’ model of skills, behaviors and values
- Emotional and Chronistic Intelligence
- Personal competence review
- Time management constraints – resources, systems, other people and self
- Handling requests and conflicting priorities
Team Working, Communication and Meetings Team working and team roles
- Briefing skills – giving, receiving and passing on
- Organizing, and participating in, meetings
- Notes, minutes and follow-up
Managing Working Relationships /Communication Skills/Supervising Admin Staff
- Delegation – giving and receiving
- Coaching and training colleagues and staff – skills of on-job training
- Communication and listening skills – lessons from NLP
- Building rapport
- Developing a network of working relationships – influencing skills
- Assertiveness and conflict
- People problems and problem people
- Helping others perform – case study
- Practical motivation
- Criticism skills
Managing Time/Desk Management and Office Technology/Writing Skills
- Planning and priority setting
- Office layout and ergonomics
- Managing the paper-load and developing paperless systems
- Getting the best from office technology
- Letter writing
- E-mail efficiency and etiquette
- Writing and editing reports
- Proof-reading skills
- Setting up/developing writing layout and style guidelines for the organization
- Writing and designing presentation slides
Managing Information & Budgets/Improving Customer Service and Systems
- Principles of information management – scheduling, filtering and digesting
- Interpreting and presenting statistical information
- Designing and using graphs
- Designing surveys, presenting findings and interpreting meaning
- Basic concepts of financial management
- Monitoring budgets and variance
- Improving customer service and systems – continuous improvement
- Action planning
Strategy and Understanding Key Elements of Documents & Records Management
- Introduce document and records management
- ISO 15489 Part 1 and Part 2 overview
- Business case and drivers
- Business requirements for managing document and records
- Managing information as an asset
- Understanding the terminology
- Document and records management strategies
- Information governance
Concepts and Set-up Components
- Document and records lifecycle
- Capture and storage management
- Storage and handling
- Preservation and archiving
- Metadata and indexing
- Classification schemes
- Searching and retrieving
- Controls and security
- Legislation, standards and regulation
Process and Delivery
- Information gathering: audit and survey
- Building a business case
- Defining business requirements
- ISO 15489 Part 1
- How to set ISO 15489 policies and standards
- Assigning responsibilities and authorities
- Establishing procedures and guidelines
- Business classification scheme
- IT infrastructure details
- Model office and rollout
Implementation Planning
- Implementation planning
- ISO 15489 Part 2
- Designing, implementing and administering specialized systems for managing records
- Integrating records management into business systems and processes
- Information audit: monitoring compliance
- Project and planning
Case Studies
- Strategy: Developing a business case
- Concepts: Training and awareness programme
- Process: Developing policy and standards
- Reviewing
