Module One: Getting Started

• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Why Your Office Needs Administrative Procedures

• Business Continuity
• Succession Planning
• Internal and External Audit Requirements
• Recovery Planning
• Case Study
• Module Two: Review Questions

Module Three: Gathering the Right Tools

• Binder
• Section Divider
• Sheet Protectors
• Cover to Cover Binders
• Case Study
• Module Three: Review Questions

Module Four: Identifying Procedures to Include

• Tracking Tasks for Some Days
• Reach Out to Other Employees for Feedback/Ideas
• Write Down Daily Tasks
• Keep Track Using a Spreadsheet
• Case Study
• Module Four: Review Questions

Module Five: Top Five Procedures to Record

• Use a Template to Stay Consistent from Track to Track
• Be as Detailed as Possible
• Use Bullet Points Instead of Paragraphs
• Ask Someone to Execute the Procedure
• Case Study
• Module Five: Review Questions

Module Six: What to Include in Your Binder (I)

• Phone Etiquette
• Business Writing
• Effective Time Management
• Creating Meeting Arrangements
• Case Study
• Module Six: Review Questions

Module Seven: What to Include in Your Binder (II)

• Policy on Absences
• Breaks
• Salaries
• Benefits
• Case Study
• Module Seven: Review Questions

Module Eight: Organizing Your Binder

• Create a Table of Contents
• List Each Section (e.g. Accounting)
• List Procedures in that Section
• Keep Binder Updated with any New Changes
• Case Study
• Module Eight: Review Questions

Module Nine: What Not to Include in the Procedure Guide

• Passwords
• Identify Other Confidential Information Via Your Employer
• Store Information in a Separate Folder Outside of the Guide
• Find a Secure Location to Store
• Case Study
• Module Nine: Review Questions

Module Ten: Share Office Procedure Guide

• Give Guide to Boss/Executive to Review
• Inform Office Personnel of Procedure Guide
• Place Guide in a Visible Area
• Allow Office Personnel to Express Improvements/Updates if Needed
• Case Study
• Module Ten: Review Questions

Module Eleven: Successfully Executing the Guide

• Create a One Hour Meeting/Seminar for Employees
• Stay Consistent with Procedures
• Make Employees Aware of any Updated Changes
• Keep Open to Improvements
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Starting

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Getting Organized, Part One

• Dealing with E-mail
• Managing Electronic Files
• Keeping Track of the Paper Trial
• Making the Most of Voice Mail

Module Three: Getting Organized, Part Two

• Keeping Your Workspace Organized
• Using a To-Do Book
• The Extra Mile: Adding Project Management Techniques to Your Toolbox

Module Four: Managing Time

• Managing Your Time
• Keeping Others on Track
• Maintaining Schedules

Module Five: Getting It All Done On Time

• Prioritizing
• The Secret to Staying on Track
• Goal Setting

Module Six: Special Tasks

• Planning Small Meetings
• Planning Large Meetings
• Organizing Travel

Module Seven: Verbal Communication Skills

• Listening and Hearing: They Aren’t the Same Thing
• Asking Questions
• Communicating with Power

Module Eight: Non-Verbal Communication Skills

• Body Language
• The Signals You Send to Others
• It’s Not What You Say, It’s How You Say It

Module Nine: Empowering Yourself

• Being Assertive
• Resolving Conflict
• Building Consensus
• Making Decisions

Module Ten: The Team of Two

• Working with Your Manager
• Influencing Skills
• What to Do in Sticky Situations

Module Eleven: Taking Care of Yourself

• Ergonomics
• Stress Management
• Dealing with a Heavy Workload

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: Understanding Records

• What is Records Management?
• Defining Records
• Archives vs. Records
• Life Cycle
• Case Study
• Module Two: Review Questions

Module Three: Management of Records

• What Is and Is Not a Record?
• Record Programs
• Management of Systems
• Developing Standards
• Case Study
• Module Three: Review Questions

Module Four: Context (I)

• Techniques for Analyzing Records
• Collecting Information
• Organizational Needs
• Legal Demands
• Case Study
• Module Four: Review Questions

Module Five: Context (II)

• Routine Process
• Creative Process
• System Analysis
• Records Survey
• Case Study
• Module Five: Review Questions

Module Six: Classification

• Functionality
• Prioritize
• Assess and Review
• Develop a Tool
• Case Study
• Module Six: Review Questions

Module Seven: Paper-Based Systems

• Arranging and Grouping
• Building Files
• Elementary & Intermediate
• Metadata
• Case Study
• Module Seven: Review Questions

Module Eight: Electronic Records

• Classifying
• Folders and Directories
• Groupings
• Metadata
• Case Study
• Module Eight: Review Questions

Module Nine: Hybrid Systems

• Routine Processes
• Creative Processes
• Design
• Limitations
• Case Study
• Module Nine: Review Questions

Module Ten: Appraisals & Systems

• Taxonomy of Values
• Macro Appraisal
• Strategy and Criteria
• Document & Review Decisions
• Case Study
• Module Ten: Review Questions

Module Eleven: Record Maintenance

• Paper
• Electronic
• Create Archives
• Conversion
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Recommended Reading
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Basic Terminology (I)

• Balance Sheet
• Assets
• Liabilities
• Equity
• Income Statement
• Revenue
• Costs of Goods Sold
• Expenses
• Accounting Period
• Review

Module Three: Basic Terminology (II)

• Accounts Receivable
• Accounts Payable
• Depreciation
• General Ledger
• Interest
• Inventory
• Journals
• Payroll
• Trial Balance
• Review

Module Four: Accounting Methods

• Cash Method
• Accrual Method
• Differences between Cash and Accrual
• Module Four: Review Questions

Module Five: Keeping Track of Your Business

• Accounts Payable
• Accounts Receivable
• The Journal
• The General Ledger
• Cash Management
• Module Five: Review Questions

Module Six: Understanding the Balance Sheet

• The Accounting Equation
• Double-Entry Accounting
• Types of Assets
• Types of Liabilities
• Equity
• Module Six: Review Questions

Module Seven: Other Financial Statements

• Income Statement
• Cash Flow Statement
• Capital Statement
• Budget vs. Actual
• Module Seven: Review Questions

Module Eight: Payroll Accounting/ Terminology

• Gross Wages
• Net Wages
• Employee Tax Withholding’s
• Employer Tax Expenses
• Salary Deferrals
• Employee Payroll
• Employee Benefits
• Tracking Accrued Leave
• Government Payroll Returns/Reports
• Review

Module Nine: End of Period Procedures

• Depreciating Your Assets
• Reconciling Cash
• Reconciling Investments
• Working with the Trial Balance
• Bad Debt
• Posting Adjustments and Corrections
• Module Nine: Review Questions

Module Ten: Financial Planning, Budgeting and Control

• Reasons for Budgeting
• Creating a Budget
• Comparing Budget to Actual Expenses
• Module Ten: Review Questions

Module Eleven: Auditing

• What is an Audit?
• When and Why Would You Audit?
• Internal
• External
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Working with Words

• Spelling
• Grammar
• Creating a Cheat Sheet

Module Three: Constructing Sentences

• Parts of a Sentence
• Punctuation
• Types of Sentences

Module Four: Creating Paragraphs

• The Basic Parts
• Organization Methods

Module Five: Writing Meeting Agendas

• The Basic Structure
• Choosing a Format
• Writing the Agenda

Module Six: Writing E-mails

• Addressing Your Message
• Grammar and Acronyms

Module Seven: Writing Business Letters

• The Basic Structure
• Choosing a Format
• Writing the Letter

Module Eight: Writing Proposals

• The Basic Structure
• Choosing a Format
• Writing the Proposal

Module Nine: Writing Reports

• The Basic Structure
• Choosing a Format
• Writing the Report

Module Ten: Other Types of Documents

• Requests for Proposals
• Projections
• Executive Summaries
• Business Cases

Module Eleven: Proofreading and Finishing

• A Proofreading Primer
• How Peer Review Can Help
• Printing and Publishing

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: What is Collaborative Business Writing?

• Clarifying the Objective
• Practical Writing Approaches
• Collaborative Writing Strategies
• Collaborative Writing Patterns
• Case Study
• Module Two: Review Questions

Module Three: Types of Collaborative Business Writing

• Parallel Construction – ‘cut and paste’
• Parallel Construction – ‘puzzle’
• Sequential Summative Construction
• Integrating Construction
• Case Study
• Module Three: Review Questions

Module Four: Collaborative Team Members

• Team Leader Selection
• Chief Editor Designation
• Characteristics of Team Members
• Ways to Build Collaborative Writing Team
• Case Study
• Module Four: Review Questions

Module Five: Collaborative Tools and Processes

• Outlines and Storyboards
• Collaborative Planning
• Collaborative Revision
• Collaborative Team Cohesion
• Case Study
• Module Five: Review Questions

Module Six: Setting Style Guideline

• Voice and Person
• Format
• Consistent Spelling of Commonly Used Words
• Numbers as Words or Figures
• Case Study
• Module Six: Review Questions

Module Seven: Barriers to Successful Collaborative Writing

• Hoarding
• Innovation
• Search
• Knowledge Transfer
• Case Study
• Module Seven: Review Questions

Module Eight: Overcoming Collaborative Writing Barriers

• Practicing T-shaped Management
• Building Network of Alliances
• Implementing Enablers
• Assessing the Culture and Areas for Improvement
• Case Study

Module Nine: Styles of Dealing with Conflict

• Ensure that Good Relationships are the First Priority
• Keep People and Problems Separate
• Pay Attention to the Interests that are being Presented
• Listen First, Talk Second
• Case Study
• Module Nine: Review Questions

Module Ten: Tips for Successful Business Writing Collaboration

• Determine Purpose
• Formulate Outline and Organizational Format
• Selection of Team Leader
• Assign Writing Tasks and Associated Duties
• Case Study
• Module Ten: Review Questions

Module Eleven: Examples of Collaborative Business Writing

• Writing Emails
• Writing Reports
• Writing Training Manuals
• Writing Company Handbooks
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of the Parking Lot
• Lessons Learned
• Recommended Reading
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Housekeeping Items
• The Parking Lot
• Workshop Objectives
• Pre-Assignment
• Action Plans and Evaluations

Module Two: Working with Your Manager

• Adapting to Their Style
• Anticipate Their Needs
• Getting Your Responsibilities Defined
• When to Take the Initiative
• Case Study
• Module Two: Review Questions

Module Three: Administrative Soft Skills

• Social Intelligence
• Basic Business Acumen
• Office Management
• Active Listening
• Case Study
• Module Three: Review Questions

Module Four: Effective Time Management

• Calendar Management
• Prepare for Changes and Surprises
• Keeping Others On Track
• Urgent/Important Matrix
• Case Study
• Module Four: Review Questions

Module Five: Meeting Management

• Creating An Agenda
• Keeping Minutes
• Keeping the Meeting On Time
• Variations for Large and Small Meetings
• Case Study
• Module Five: Review Questions

Module Six: Tools of the Trade (I)

• Email Protocol
• Office Machinery
• Computer and Software Skills
• Communication Skills
• Case Study
• Module Six: Review Questions

Module Seven: Tools of the Trade (II)

• Phone and Voicemail Etiquette
• Word Processing
• Business Writing
• Internet Research
• Case Study
• Module Seven: Review Questions

Module Eight: Being an Effective Gatekeeper

• Filtering Data and Information
• Learn to Say No
• Dealing With Difficult People
• Recognize the Tricks
• Case Study
• Module Eight: Review Questions

Module Nine: Organizational Skills

• Prioritizing Your Workload
• Goal Setting
• Plan for Tomorrow, Today
• Staying on Track
• Case Study
• Module Nine: Review Questions

Module Ten: Confidentiality Guidelines

• Your Confidentially Duty
• Be Diplomatic and Discreet
• Keeping Data Secure
• What To Do in Sticky Situations
• Case Study
• Module Ten: Review Questions

Module Eleven: Special Tasks

• Project Management
• Trade Shows
• Interacting with Clients
• Social Media Management
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Planning and Preparing (I)

• Identifying the Participants
• Choosing the Time and Place
• Creating the Agenda

Module Three: Planning and Preparing (II)

• Gathering Materials
• Sending Invitations
• Making Logistical Arrangements

Module Four: Setting up the Meeting Space

• The Basic Essentials
• The Extra Touches
• Choosing a Physical Arrangement

Module Five: Electronic Options

• Overview of Choices Available
• Things to Consider
• Making a Final Decision

Module Six: Meeting Roles and Responsibilities

• The Chairperson
• The Minute Taker
• The Attendees
• Variations for Large and Small Meetings

Module Seven: Chairing a Meeting (I)

• Getting Off on the Right Foot
• The Role of the Agenda
• Using a Parking Lot

Module Eight: Chairing a Meeting (II)

• Keeping the Meeting on Track
• Dealing with Overtime
• Holding Participants Accountable

Module Nine: Dealing with Disruptions

• Running in and Out
• Cell Phone and PDA’s Ringing
• Off on a Tangent
• Personality Conflict

Module Ten: Taking Minutes

• What are Minutes?
• What do I Record?
• A Take-Home Template

Module Eleven: Making the Most of Your Meeting

• The 50 Minute Meeting
• Using Games
• Giving Prizes
• Stuffed Magic

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Remove the Clutter

• Just Do It
• You Don’t Have to Keep Everything
• Three Boxes: Keep, Donate, and Trash
• A Place For Everything And Everything In Its Place
• Case Study
• Module Two: Review Questions

Module Three: Prioritize

• Write It Down
• Urgent/Important Matrix
• Divide Tasks
• 80/20 Rule
• Case Study
• Module Three: Review Questions

Module Four: Scheduling Your Time

• Have a Master Calendar
• Setting Deadlines
• Remove or Limit the Time Wasters
• Coping With Things Outside of Our Control
• Case Study
• Module Four: Review Questions

Module Five: To Do Lists

• Use a Day Planner
• Finish What You Start
• Focus on the Important
• Do Quick Tasks Immediately
• Case Study
• Module Four: Review Questions

Module Six: Paper and Paperless Storage

• Find a System that Works for You
• Make it Consistent
• Make it Time Sensitive
• Setting up Archives
• Case Study
• Module Six: Review Questions

Module Seven: Organization Your Work Area

• Keeping Items Within Arm’s Reach
• Only Have Current Projects on Your Desk
• Arranging Your Drawers
• Organize to Match Your Workflow
• Case Study
• Module Seven: Review Questions

Module Eight: Tools to Fight Procrastination

• Eat That Frog!
• Remove Distractions
• Give Yourself a Reward
• Break Up Large Tasks
• Case Study
• Module Eight: Review Questions

Module Nine: Organizing your Inbox

• Setting up Delivery Rules
• Folder and Message Hierarchy
• Deal with Email Right Away
• Flag and Highlight Important Items
• Case Study
• Module Nine: Review Questions

Module Ten: Avoid the Causes of Disorganization

• Keeping Everything
• Not Being Consistent
• Not Following a Schedule
• Bad Habits
• Case Study
• Module Ten: Review Questions

Module Eleven: Discipline is the Key to Stay Organized

• Stay Within Your Systems
• Learn to Say No
• Have Organization Be Part of Your Life
• Plan for Tomorrow, Today
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: What is Social Media?

• Online Communications
• User Created
• Content Information
• Sharing Communication Tools
• Case Study
• Module Two: Review Questions

Module Three: Defining Your Social Media Policy (I)

• It Should be a Living Document
• Choosing an Information Officer
• What Can and Cannot Be Shared
• Legal and Ethnic Specifications
• Case Study
• Module Three: Review Questions

Module Four: Defining Your Social Media Policy (II)

• New Hire Orientation
• Let Common Sense Guide You
• Nothing Offensive
• Rules on Soliciting and Personal Posts
• Case Study
• Module Four: Review Questions

Module Five: Creating a Living Document

• What is a Living Document?
• How Often is it Revised?
• Who Will be in Charge?
• Change Management
• Case Study
• Module Five: Review Questions

Module Six: Keeping an Eye on Security

• Password Rules
• Needs Constant Monitoring
• Keeping Information Confidential
• Protecting Intellectual Property
• Case Study
• Module Six: Review Questions

Module Seven: Rules to Follow When Posting (I)

• Always Show Respect
• Stop and Think Before You Post
• Always be Honest
• Never Discredit or Talk Ill of Competitors
• Case Study
• Module Seven: Review Questions

Module Eight: Rules to Follow When Posting (II)

• Be Transparent
• Act Like You Would in Real Life
• Grammar and Spelling Still Counts
• Never Post When You Are Angry
• Case Study
• Module Eight: review Questions

Module Nine: Benefits of Social Media

• From Audience to Author
• Builds Customer Loyalty
• Speed and Flexibility in Communication
• Two Way Communications
• Case Study
• Module Nine: Review Questions

Module Ten: The Pitfalls of Social Media

• Bullying
• Group Think
• Trolling
• Remember, It Is Out There Forever
• Case Study
• Module Ten: Review Questions

Module Eleven: Listen to Your Customers

• They Provide Great Feedback
• It Makes Them Happy
• Improves Your Brand
• Improves Product Development
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of the Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Module Two: Why Supply Chain Management?

• Customer Satisfaction
• Improving Performance
• Lowering Costs
• Product Development
• Case Study
• Module Two: Review Questions

Module Three: Key Terms (I)

• Procurement
• Upstream and Downstream
• Raw Material
• Forecasting
• Carrying Cost
• Case Study
• Module Three: Review Questions

Module Four: Key Terms (II)

• Inventory
• Order Generation
• Order Taking
• Order Fulfillment
• Returns Management
• Case Study
• Module Four: Review Questions

Module Five: Three Levels of Supply Chain Management

• Strategic Level
• Tactical Level
• Operational Level
• Bullwhip Effect
• Case Study
• Module Five: Review Questions

Module Six: Five Stages of Supply Chain Management

• Plan
• Source
• Make
• Deliver
• Return
• Case Study
• Module Six: Review Questions

Module Seven: The Flows of Supply Chain Management

• The Product Flow
• The Information Flow
• The Finances Flow
• Data Warehouses
• Case Study
• Module Seven: Review Questions

Module Eight: Inventory Management

• Levels of Inventory
• Just-In-Time Inventory
• Keeping Accurate Records
• Inventory Calculator
• Case Study
• Module Eight: Review Questions

Module Nine: Supply Chain Groups

• The Suppliers
• The Producers
• The Customers
• The Customer’s Customers
• Case Study
• Module Nine: Review Questions

Module Ten: Tracking and Monitoring

• Dashboard
• RFID’s
• Alert Generation
• Stock Keeping Unit (SKU)
• Case Study
• Module Ten: Review Questions

Module Eleven: Supply Chain Event Management

• Inventory Alerts
• Supplier Alerts
• Bottlenecking
• Being Proactive
• Case Study
• Module Eleven: Review Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Review of the Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations