Course Level: Intermediate

Course Objectives:

By the end of this effective administration and office management course, participants will be able to:

• Manage administrative workflows and processes effectively

• Prioritize and manage time across competing demands

• Use communication tools to build professional relationships

• Apply critical thinking and solve administrative challenges

• Implement strategic goals within the office context

• Handle change, conflict, and difficult conversations confidently

• Use modern technology and software to automate tasks

• Support financial and human resources functions

• Provide exceptional service internally and externally

• Lead or coordinate small office projects efficiently

Course Outline

Module 1: Advanced Organizational Skills

• Effective time management strategies

• Prioritizing tasks and managing workloads

• Streamlining office processes and procedures

• Document management and archiving systems

• Enhancing problem-solving and decision-making skills

Case Study:
Lilian, overwhelmed with overlapping deadlines, adopts the Eisenhower Matrix and color-coded folders. Within a week, she starts meeting all her deadlines and even helps a teammate organize theirs.

Module 2: Effective Communication Skills

• Advanced business communication techniques

• Professional email and correspondence management

• Conducting effective meetings and presentations

• Building strong interpersonal relationships

• Handling difficult conversations and conflict resolution

Case Study:
After receiving poor feedback on her tone in emails, Alex reviews email etiquette tips and starts using positive language — leading to a noticeable shift in how colleagues respond to her.

Module 3: Strategic Planning and Leadership

• Developing strategic plans and setting goals

• Implementing change management strategies

• Building and leading high-performing teams

• Delegation and empowerment techniques

• Performance management and appraisal systems

Case Study:
Joshua is promoted to office lead but struggles to delegate. With coaching, he creates clear task assignments and weekly goals — the team’s productivity rises by 30% in two months.

Module 4: Advanced Office Technologies

• Utilizing advanced features of Microsoft Office Suite

• Introduction to project management tools (e.g., Microsoft Project, Asana)

• Using collaboration platforms (e.g., Microsoft Teams, Slack)

• Implementing cloud-based solutions for office management

• Leveraging digital tools for data analysis and reporting

Case Study:
Sharon shifts her team's weekly reports from manual Word files to an Excel dashboard. Data entry is reduced, and management can now see trends at a glance.

Module 5: Enhancing Productivity and Efficiency

• Implementing productivity tools and software

• Techniques for reducing office stress and burnout

• Improving office layout and ergonomics

• Conducting efficient virtual and hybrid meetings

• Continuous improvement and professional development

Case Study:
After dealing with frequent backaches, Linda revamps her workstation and introduces standing breaks. Not only does her health improve, but her afternoon energy levels increase dramatically.

Module 6: Financial and Budget Management

• Budget planning and management

• Financial reporting and analysis

• Cost control techniques

• Managing office expenses and resources

• Utilizing financial software tools

Case Study:
Kevin identifies frequent small overspending in the team’s stationery. By using a shared expense tracker, he reduces monthly costs by Ksh 8,000 without sacrificing quality.

Module 7: Human Resources Management

• Recruitment and onboarding processes

• Employee training and development

• Performance evaluation and feedback

• Conflict resolution and team building

• Legal and ethical considerations in HR management

Case Study:
Faith notices that new hires often feel lost in the first week. She designs a simple welcome checklist and buddy system — now, new staff integrate faster and happier.

Module 8: Customer Service Excellence

• Principles of exceptional customer service

• Handling customer inquiries and complaints

• Building customer relationships and loyalty

• Implementing customer feedback systems

• Training staff in customer service skills

Case Study:
After a major client complains about response delays, Peter introduces a 24-hour reply policy and tracks all client inquiries using a simple CRM tool.

Module 9: Risk Management and Compliance

• Identifying and assessing office risks

• Developing risk management strategies

• Ensuring compliance with legal and regulatory requirements

• Implementing office safety and security measures

• Creating contingency and disaster recovery plans

Case Study:
An accidental power surge damages equipment. Naomi updates the risk plan to include surge protectors and backup systems — avoiding a repeat event.

Module 10: Project Management for Office Administrators

• Principles of project management

• Planning and executing office projects

• Monitoring and controlling project progress

• Using project management software

• Evaluating project outcomes and lessons learned

Case Study:
Janet is tasked with organizing a regional staff retreat. She uses Trello to plan logistics and delegate tasks. The event runs on time and within budget.