Topics 

• Manage dates and times and schedule appointments
• Be creative and develop a user-friendly diary system 
• Use our tips and implement them into the role of a PA
• How to plan ahead successfully 
• Execute a sound business plan to support your manager

• Sounds simple - managers have complex diaries 
• Can include 80% of the job role for a PA

• Effective diary management = successful time management and better utilisation of the work day

• All meeting requests should go to the PA to note it down 

Important Attribute - FLEXIBILITY 

• Should never schedule a recurring meeting more than 6 months in advance 
• Some meetings might be able to be done over the phone or on a video chat meeting. 

NEVER DELETE RECURRING MEETINGS

• Always change the date if needed 

• Before booking a meeting, have a look at what your boss is doing so they aren't in difficult meetings constantly. 

Activity 1 - Practicing Diary Management 

• Try practicing making a schedule for my own life 

• Ensure to allow for mishaps - eg. traffic, long meetings 
• Colour code the schedule for meetings, reading time, answering emails and lunch plans. 

• Having 2 screens can be helpful so you can see the managers diary at all times whilst working on the other screen. 
• If not, print it out, leaving room to make ammendments if necessary. 

Events I will need to plan 

• Appointments/commitments/meetings 
• Lunch breaks 
• Other planned activities or excursions
• Personal tasks 

Details of the diary - Things to include for each calendar entry 

• Date, time, location 
• Attendees 
• Agenda 
• Supporting papers 
• The objective and nature of every meeting 

When adding meetings with other people 

• Ensure when and where the other person is wanting to have a meeting 
• Without this info, it is not professional 

Folders

• Buy an expanding folder box with dividers in it. 
• Keep it organised - every divider for each day of the month 
• Ensure whatever goes in each divider is organised by when it is needed 
• At the end of each day - provide the next days paperwork in clear plastic wallets with a copy of the diary. 
• You can also number the meetings in the folder for clarity. 

Tips 

1. Note your bosses habits - eg. when do they prefer to have meetinga or when they like to go for lunch. 
2. If meeting keeps getting cancelled, opt for a phone meeting or schedule it less often. 
3. Assign colours for activities and appointments for easy access and clarity.
4. Allow time for getting to meetings, traffic, urgency. Don't just add a meeting when you see a gap in the diary 
5. Ensure the manager has time for their own work, not just meetings 
6. When you get notice of a new meeting or activity, note it down immediately. 
7. Read the diary for the next day to stay ahead of what is going on. 
8. Keep a to do list to ensure complete tasks are crossed off and incomplete tasks are identified 

Diary Management Strategies

1. Talk to boss about the diary to make sure it is okay - check about cancellations, and prepare to apologise to third parties regarding these cancellations. 
2. Find out the nature of each event or meeting to ensure the boss knows exactly what to expect. 
3. If you are booking a meeting over the phone, email them to finalise it, just to ensure you have everything correct in the diary. 

• Prioritise customer satisfaction over smaller duties 
• I must learn to differentiate between urgent and important

Make sure you plan to be able to work whilst travelling eg. bring laptop in the car.

Questions to ask before accepting a meeting request 

• Is the meeting in person?
• Can they receive a briefing before the meeting 
• Can the meeting be arranged for an earlier date, what time?
• Will your boss be there for the entire duration?
• How necessary is the meeting? Can it happen over video chat or a phone call?

Module 5: Telephone Skills as a PA

- Customers often form an opinion (judgement) based on a single phonecall

5.1 Introduction

- Integral part of being a PA

- Starting point of every prospective deal

- Voice tone, response and communication over the phone are considered a reflection of the brand 

5.2 Why phonecalls are considered lifelines for a business

- Customers prefer verbal contact with a business before transacting

- Online options are popular but talking to the company is still be preferred choice. Communication is the easiest and most effective way to conduct businesss

- PAs will often be required to attend to phone calls before transferring to the boss

- Often request information that they are unable to find online

- Phone skills can indicate professionalism and efficiency and thus that of the business

- New and existing customers

5.3 Important phone etiquette and skills

- Pick up within 3 rings

- Be calm and speak slowly with clarity

- Tell caller your identity and ask how you can help 

- Sound sincere and interested over the phone

5.4 Evaluating length of calls

- Don't sound in a rush, give each person the attention they deserve

- Deal with their queries efficiently

- Don't chitchat

5.5 Additional phone etiquette tips

- Make sure the phone instrument is correctly positioned so the caller can here you clearly

- Insight and intuition

- Friendly, interested and reassuring

- A good attitude must be backed up with solid technical or product knowledge

- Respectful and formal at all times

- Modulate tone and volume of voice

- Avoid calling customers by their first names unless they ask you to, use their title

- Write down important information so you don't forget

- Always inform customers before placing them on hold and try not to leave them on hld for too long

- If the boss is unavailable take a message and repeat it back 

- If the customer is upset, be patient, write down important information and direct them appropriately

5.6 Tips on making business phone calls

- Identify yourself and the company

- Be discreet while making phonecalls that involve confidential information

- Avoid leaving long messages. Keep them concise and to the point to avoid misunderstanding

5.7 Additional training

- Can ask for on the job training

 Activity

Greet the customer in a friendly and welcoming tone

Say goodbye and note to the customer if they need to call back again for any advice or assistance that they are welcome to contact you again.

Module 6: Hotel and travel arangements

6.1 Introduction

- Discussing business proposals and transactions, factory/site visits, networking and building relationships

- Booking hotels and making travel arrangements is an integral part of a PAs job

- Business travel is associated with an amount of stress

- Planned itineries, be prepared for meetings

6.2 Create your itinerary 

- Find out exactly what your manager is planning for the trip

- Components: objective of meeting, planned vsits, proximity to hotel/facilities, car rentals

- FLEXIBILITY

- Allows for last minute changes if necessary

- Hotel selection, transport choices, dining options

TIPS

- Book 2/3 appointments well in advance with space for commuting and preparation for the next meeting

- Before booking, check with boss on preferences, timings etc

- Check passports and visas 1 month in advance

- Itinerary should include details about: flights, dates, car rentals, hotel bookings, confirmation numbers and phone contacts.

- Include travel agents phone number, hotel address and meeting addresses

- Foreign destinations - include details on dress code, tipping advice, etiquette tips etc

6.3 Communication

- Think about how your manager will communicate on the trip

- You may wish to upgrade their phone plan to get good rates on international calls, data usage and texts

-  You could use a temporary sim card - the phone will need to be unlocked for different regions

- The old fashioned option is a prepaid phone card

6.4 Check the times

- Check updates and changes in travel

- Check regularly

- In the event of poor weather, check for delays and cancellations

6.5 Buy refundable tickets

- Business travel always contains a level of unpredicability

- Meetings might be postponed or cancelled from either side due to scheduling conflicts

- Last minute cancellations can result in a loss so booking refundable tickets reduces that

- Also have the option of rescheduling with no hassle 

6.6 Cross that checklist

- Simple yet powerful tool

- Create a list for everything: travel documents, meeting requirements, clothes, chargers etc

- Remind your boss of the list

- Have a separate list for business and leisure

CARRY ON LUGGAGE

- Don't have to check a suitcase

- Minimises risk of lost luggage

- Ensures you have everything immediately when you land

TRAVEL DOCUMENTS

- Passport, ID, VISA, business papers and documents, medical certificates, wallet, insurance, driving liscence and booking confirmation

- If your boss travels without you, remind them to check everything against your list

6.7 Transport Requirements

AIRLINE BOOKINGS

- Book flights according to their preferences

---- Morning, evening or overnight. Specific airline. Seat preference (window or aisle).

- Note down preferences for senior management and store them for future reference.

- Once you have made the bookings, send itinerary to person to check they are good with it 

- Large cities tend to have more than 1 airport, make sure they know which airport it is and leave commute

CAR RENTALS

- Public vs private transport

- Boss will have a preference and it may depend on where they are going

- Taxi, rent a car, hire a driver

- Check reviews on companies 

- Check preference on car - may depend on budget, length of time in car, boss preference 

- Measure up quality and reliability vs price

- Make sure your boss knows the make/model of car as well as drop off and pick up times and locations along with confirmation numbers

6.8 Hotel booking

- Compare prices to find deals

- Hotel booking sites normalls offer better prices than booking direct

- Book a refundable room incase you have to cancel

- Choice of hotel and room type might be dictated by company - could vary depending on seniority of traveller

- Familiarise yourself with boss' personal preferences

6.9 Travel expense evaluation and tracking

- Business travel has a budget allocated

- Expense will depend on company policy

- Follow company policy while incorporating boss' preferences

Module summary

The underlying objective of business travel is to maximise the time spent on travel while achieving business goals at the same time. A well-planned trip can help your boss focus on tasks without worrying about the travel arrangements.

Your boss will need you to help with booking hotels and making business travel arrangements. A personal assistant performs the duty of organising hotels, travel, tickets and more.

You have learned the basics regarding how to plan a successful business trip. A checklist can help plan ahead of time. Successful business travel planning involves preparing a detailed itinerary, checking travel documentation, booking airlines/trains and car rentals and making suitable hotel bookings.

Business travel often involves changes and amendments in the schedule. It's preferable to plan in a way that allows you to incorporate last minute changes.

Module 7: Filing systems 

A secretary or personal assistant will have to keep track of every record, account, employee profile and business event. An accurate filing system will make your job much easier and well stored archive that is easy to use will make accounting tasks much easier to execute.

• You may be expected to create and maintain a successful, readable and easy to navigate filing system.
• Files and records that are stored on the computer are called "soft copies". In actual paperback files are called "hard copies".
• Essential goal of a good filing system is to provide easy access to information.
• A good filing system leads to increased staff efficiency and productivity.
• An updated filing system makes it easier to access unpaid invoices, pending bills and open contracts.
• Never delete past records.
• You may wish to store them alphabetically or data-wise.

Create your catagories

• Possible catagory titles are Finances, employees, accounts, projects, meetings and miscellaneous.
• All members of the office should know how to use the filing system.

You should have sub-catagories for each. For example, the finance section can be split into Personal, checking accounts, company accounts, pay-roll, budgets, costs.

Colour coding

• Choose a different colour for each major catagory in your filing system.
• Colour coding is a simple yet effective way to keep track of your filing system.

Making labels

• Label each file. File alphabetically. 

• The equipment and storage space should correspond to the number of records. Ideally storage equipment must be expandable to accomodate additional records. Store in an up right sliding drawer. Common files that you will come accross:
• Administrative files - documents of internal admin that circulate within the office.
• Organisational files - documents that label the relationships between your office and other external offices.
• Programmes - Staff activities or programmes.
• Case files - Staff files, agendas, reports, specific events etc.

Many of these files will fall into the same catagory. The size of the complexity of the filing system will depend upon operations, nature and size of the business. 

Correspondance files can consist of incoming and outgoing letters, emails and phone calls. File them in chronological order after they have been dealth with. Filing them by date will be easier.

You can back up files but must name them as duplicates so you are aware that they are duplicates.

Emails can be printed and places in a paper filing system. 

Intro
Activity 1
- Must be organised, able to plan (and shift plans/schedules) and understand priorities. 
- Attention to detail
- Communication skills is key - bosses, subordinates, colleagues, externall clients, etc.
- Confident and willing to step in for boss in meetings, willing to contribute ideas and reasonings to decision making.
- Undertake tasks required for helping boss - secretarial/admin jobs.

Businness letters

evidennce of transaction 

to promote goodwill 

provide information about offered product or services

to thank cusomers or suppliers 

to forge new clients or to reinforce existing ones

Writing letter:

Use professional header (companys logos or Managers name)

use standard formats and templates for business writing, the most common is in blocks or block style, text should be single spaced with double spaces between paragraphs.

margins are set to 1inch on each side

start with date month year

include senders email or address

ensure you use receipents full name and title

Main content should be clear concise and objectively worded. Establish a connection by using professional tone

Incorporate a closing call to action towards the end of the letter

sign the letter with black or blue 

The call to action should be actively worded and minimise the use of ambiguous phraseology

Module 4 - Composing faxes, memorandums and emails

Faxing

• Fax is less common these days but is useful to know how to still send faxes.
• Offices commonly use internet faxing.
• Intonationally communication technique 
• internet faxing is used solely by internet connection
• You can send multpile faxes at the same time 

Memorandums 

• Record specific terms that may include transactions, contracts or policy
• Usually created at the draft stage and are populary refered to as the memos.
• Memos are informal pieces of communication designed to share information
• Text to be kept to a minimum
• Typically more formal than emails, but less formal than letters.
• Tips on writing memorandums - always include a descriptive message of proposed policies. Keep language simple and informative. 
• Keep private and personal emails seperate to avoid confusion. 

WORKPLANS:

Work plans may often be presented in the form of a proposal as they may not always go according to plan. Budgets need to be approved and other work can be conditional, depending on several factors, including the number of participants in the project. Is the project you are planning going to include a group of people, your boss or just yourself?

1. Planning helps define goals for the organisation and also helps define the steps that will help achieve the goals.

1. Organisational success is achieved by investing time and effort in planning. Planning helps identify constraints and probable limiting factors that may arise along the way. Thus, work planning helps minimise the risk of uncertainties.

1. Work planning helps establish realistic goals, conserves resources and maximises team effort.

Work planning offers multiple benefits:

• You are able to understand what you can achieve realistically in a given time frame

• Planning helps avoid taking on too many tasks that could disrupt your concentration and waste your time

• You can look forward to an increase in the level of accomplishment and work towards your goals

• Planning helps you achieve a work-life balance that leaves you with more time for yourself.

work plans are not restricted only to budgets or schedules.

Dealing with partial information:

Although we would ideally like to plan with full knowledge of data, this does not always happen. As a personal assistant, you may sometimes be in possession of only partial information. For example, you may be aware of a meeting in the office the next day, but some members may have not yet confirmed their attendance.

Identifying and recognising contradictory information:

Information may not always be present in a cohesive and flowing format. For example, your boss may be scheduled to meet with a client the following day, but you may receive a message to the contrary from them.

A PA's job often involves sifting through contradictory pieces of information and finding out the true facts.

Recognising unreliable information and avoiding basing assumptions on it:

For example, a supplier may not be able to guarantee delivery of raw materials due to bad weather. In this event, you may not be able to plan to update your inventory due to the unreliability of delivery dates.

Using intuition and past experience to make decisions:

A PA's job involves planning the day or tasks based on his/her intuitive knowledge of colleagues, bosses and customers. Your personal knowledge of habits, inclinations and preferences help you plan tasks, meetings and processes.

Examining alternate courses of action in the event of a change in schedule:

A successful PA always has a 'plan B' in case the original plan cannot be executed. Shifting schedules, changing appointments and a conflict of goals can sometimes require the implementation of alternate plans.

Planning smaller administrative tasks:

Many times, you may have to oversee the execution of smaller tasks while keeping in mind the bigger picture. Administrative tasks such as responding to client correspondence and filing invoices may need to be done on a daily basis. These tasks may not relate directly to a project or task, but they are important.

Planning your work involves managing a range of tasks that are associated with different levels of responsibility and importance.

Work at the office often follows its own ebb and flow; at times, you may be extremely busy while other days may be much less busy. Quiet periods do not imply that there are no tasks to be done; it simply means that there are no immediate looming deadlines.

Plan your list of tasks by creating a master list followed by weekly and monthly lists. Work planning can be done through formal as well as informal means. For example, Excel sheets, Gantt charts, etc. represent formal planning tools. Informal planning can be done by using a good old diary. You can plan time to check emails and messages. It's not necessary to respond to each email at this time; you can read them through - this will aid in further planning your day. As far as possible, use pencil to make diary entries; this way they can be rubbed out if there are any changes.

In fact, it's also advisable to schedule time-slots for returning or making phone calls. It's best not to make them in a random way as and when you remember.

File naming: systematic, logically, used by all. Unique. Indicative of content. Use dates. Receipts name on file. Incl. date. 

Here is a list of some of the most useful shortcuts (there are 247 in total).

• Ctrl + R = reply to email

• Alt + R = reply to all in email or switch to work week calendar view

• Alt + W = forward an email or switch to weekly calendar view

• Ctrl + M = F9 to send or receive an email

• Alt + S = Send an email

• Ctrl + G = Open go to date dialog and jump to any date in calendar

9: INVOICING/PETTY CASH

An invoice is a bill or tab used as a commercial document issued from a seller to a buyer.

useful for account and tax purposes

RECIEPT - Issued once payment made

INVOICE - Issued once product trf to buyer

Excellent customer care is always at the heart of any successful business. 

Positive communication: Our item is going to be back in stock in one month

The ability to understand someone who is different from us is known as Empathy

COMPLAINTS:

With the advent of social media, negative publicity can spread like wildfire and end up damaging your brand image.

If left unresolved and neglected: a) The problem is likely to linger on in internal processes and b) The problem is likely to get further perpetuated and will generate additional complaints in the long run. Managing customer complaints in an efficient manner helps retain customers and helps nip a potential problem in the bud.

According to a research into customer behaviour from RightNow, customers do not usually switch brands due to pricing or quality issues, but due to poor customer service.

4 broad avenues commonly used to communicate customer complaints - in person, email or internet, telephone or postal service.

key steps to follow when handling a complaints:

1. thank customers for communicating

they have invested there time to tell you.

2. always apologise

you are apologising on the company behalf.

allow them to give you every peice of infomation. allow them time to calm down by giving them time to talk.

if they are abusice ask them to refrain from using bad language.

3. Correct all mistakes.

make sure we are on the same page. ask what they would expect to be done and explain the options. explain the time frames, costs if any. and follow up commucations are clear.

4. learn from complaints.

Inform customers that their constructive criticism helped you move forward as a company. When your manager keeps hearing of your ideas to use complaints to improve work processes, they will be more inclined to place trust in you.

It could cost 5 times more to get a new customer than retaining an old one. So it is in your interests as a PA to adopt a helpful and efficient attitude towards customer complaints.

Things to avoid

• Never laugh at a customer, no matter what they say to you and never argue back.

• Don't treat one complaint as something less serious than another. Regardless of seriousness, all complaints should be treated with thoughtful care and attention.

This is a sample checklist of what you could consider including in your complaint procedure checklist.

1. Use an identified complaint personnel who represents the company. In smaller companies, this is likely to be your job as a PA and it would be handled by a team in larger corporations.

1. Use somebody who is allocated to handle and investigate each complaint; the investigator should be suitable to handle senior decisions and resolve issues with the full authority of your manager. If possible, you should have had no prior involvement in the complaint you are investigating.

1. All arrangements should be in place to communicate with complaints by phone, letters and email. The company can even have a designated complaints handling address for your emails so they never get lost. This should be quoted in the complaints procedure.

1. Information on your website should include where to find your contact details; have everything marked clearly.

Make a checklist to ensure you also have a written procedure of how customers can complain. This can be presented any way as long as it looks professional. You should have this for internal staff also so they know how to handle complaints in the correct way.

5. A complaint leaflet should let people know that they can be made by phone, in person, post or by email.

5. Give full contact details so people know how to use them when needing to contact you.

5. Keep records of all complaints made against the company. They should all be archived and dealt with in quick succession.

5. Thank the customer and tell them when they can expect a reply from you in regard to dealing with their complaint. Give your name and let them know that you are the person dealing with the complaint.

5. Set a reasonable time limit for dealing with complaints; how long will it realistically take to have them dealt with?

5. Allow enough time for clients to respond to you before closing any complaints procedures on certain cases. You must also deal with anonymous complaints.

5. Ensure all complaints will be handled by the correct individual who is qualified to do so.

5. Each individual should receive:

• Assistance in enabling them to understand the complaints procedure.

• Advice on where to obtain any help.

• Have a display in the reception or visitor's area on how to make complaints if necessary.

13. State that complaints should only be made under specific circumstances.

• Beginning with a written or verbal consent.

• Can the person complaining do so without specific health risks due to medical conditions?

• Is the representative acting in the user's best interests?

• Is the complaint 100% true?

• Offer other means for people with impaired sight or hearing to make complaints if necessary.

14. State that you will keep the complainant informed throughout the process of investigation.

14. State how long they should wait for the procedure to be dealt with, this will vary depending on seriousness of the case. State this in working days.

14. Tell them the maximum time within which the complaint can be expected to be resolved.

14. Co-operate with your customer and work out the best possible solution to resolve

15. Module Summary

    
    The ability of a company to handle customer complaints can determine its potential success. Handling customer complaints requires tact, diplomacy, interest and enthusiasm. A complaint can help a business refine and improve its services and products and counts as reliable feedback for further improvement.
    
    A good customer complaints procedure outlines how to deal with complaints, respond quickly and be respectful of a customer's thoughts, needs and concerns.
    
    Failing to deal with customer complaints will be bad for the future of your organisation.

Time Management is the most important part of PA 

1. Limited and finite resource
2. Effectiveness without feeling stressed and exhausted
3. Improved decision-making
4. Prioritise tasks and identify time-wasters
5. Reduced stress levels and higher quality output of work
6. Discipline

Discipline, prioritization and focus

 So, if you are already overwhelmed at work and your boss wants more, here are a few tips to say no politely:

Explain that you are obliged to say no due to the fact you have to prioritise your tasks. Communicate to the boss that you don't really wish to decline the task, but you are simply trying to be realistic.

Try to resolve the requester's problem while saying 'no'. For example, you can ask if you can work on the project the following day or you can ask if you can delegate it to so-and-so. Always make it a point to say no in person rather than by email. Speaking face-to-face allows the boss to listen to your tone of voice; emails can be misconstrued.

to undo it simply press CTRL + Z or optionally choose a blank theme if you wish to restart again.

Press CTRL and M to start a new slide.

 F5 to begin a slide show.

Microsoft PowerPoint is a very useful tool to use when creating presentations that involve the use of media, text and slide screens. It allows you to create professional and attractive presentations that are often used during conferences, meetings and seminars, and much more.

PowerPoint offers users a versatile combination of features that include drawing, imaging, outlining, word processing and presentation all in one package.

19.1 Getting started

Microsoft PowerPoint is one of the most popular presentation software applications, and with good reason too.

Start by choosing between a blank presentation and a template. When you start a new PowerPoint file it will give you the option of either a blank presentation or ready-made template. A blank presentation will let you create your own preferred styles. This is good if you have the time to do so; a template can give you a uniform style that saves time, but may not offer the same level of customisability.

You can edit aspects of your template, so choose something that suits what you want. One can also apply themes to projects at a later time, once you have added content. Click on the 'design' tab and select your theme. This selected theme will then be applied to the project, to undo it simply press CTRL + Z or optionally choose a blank theme if you wish to restart again.

You are able to access templates from 'File' tab. Click 'New' and then browse all templates that are available. You can also download additional templates from online sources.

19.2 Creating Title Slides

A title is the point in a presentation where you first connect to your audience.

This should be easy to read and will give a brief overview of your topic and presentation. Some presenters will include the name or group name in or near the title.

Add new slides for content. Press CTRL and M to start a new slide. One blank slide will be added after the slide you are currently on. The slide will contain a title and text box. One can use them to insert objects onto the slide using the Insert tab.

Since titles may remain on display throughout the presentation, they often work as billboards for your company.

Some important information that your title should contain includes: The title and subtitle (optional), your name, contact details of your organisation and the company logo.

When you add text to a box, simply click and drag to make whatever size one would like. Then adjust later by grabbing one corner with the cursor, then click and drag it again. It is possible to click on any text box and type to begin adding text to a presentation. Format text in the same way you would with Microsoft Word, formatting options are available in the Home tab.

How to Navigate Presentations

Use the frame on the left-hand side window to scroll through slides. Click any of them and it will open the slide so it can be edited. Click the outline tab to see a basic outline of your current presentation. Each slide is labelled by the title.

Navigating Presentations

Previewing your presentation

One can get a basic feel quite quickly for your presentation by pressing F5 to begin a slide show. Click the mouse to advance slides, then use the preview slide show to find out how long the presentation is, how well your information flows, etc.

Previewing a Presentation

Adding Transition between Slides

Once you have content in your slides, you can start adding effects to help make your presentation more attractive for the audience. Select any slide then click the Transitions tab. You will then see a list of common transitions, click the arrow at the end of the list to open a full list of available transitions.

When one picks a transition, the choice may affect how the slide appears in the presentation. For example, if you add a transition to Slide 2, it will affect how Slide 1 will transition into Slide 2. You are able to see previews in the slide editing window when you click each transition.

It is advisable not to use excessive transitioning between slides as it may prove confusing for the audience to follow.

Transitioning Between Slides

Adding Backgrounds

A plain white background is always going to look uninspired; if the presentation is on a plain background, then they will not be fully absorbed by your work. By using simple subtle backgrounds, you can add a level of innovation to each project that you create. Creative and well-designed presentations stand out in audience memory.

Right-click on a blank portion of the slide and select Format Background, or you can click Design tab - click the arrow icon next to the Background setting.

One can choose a solid colour, gradient fill, picture background or pattern fill. Selecting each one will give you a display of several options like picture location, colour, gradient settings, etc. Experiment with them until you have found the background that fits the needs of your desire.

As default, background will only be applied to the slide you are currently on. You must click 'Apply to All' for the background to apply to every slide in the presentation. Make sure your text is readable and compatible with the chosen background.

Adding a Background

Add Images

Add pictures, diagrams or other visual material to help your audience grasp what it is you are trying to convey. Images break up the text and give the reader a little variety when they are paying attention to your presentation.

Click the Insert tab to reveal a large number of options that can help you insert objects. Click the 'PICTURE' button and insert a picture file from your computer. It is also possible to click Photo Album to add an entire album's worth of photos into your slide presentation.

Use your Charts button to insert easy-to-read charts that can help the audience understand your text and data. Once you have chosen the chart type, Excel will open and let you enter data or copy from a spreadsheet. You can use the shapes button to insert pre-made shapes or create your own. These shapes can outline important text or create arrows or other visual indicators.

The audience should not feel distracted from your main message by an overdose of designs and colours. The text and content should be clear and readable.

Adding Images

19.3 Design Tips to Create Stunning Presentations in PowerPoint

19.4 Adding Links

You can add links to slides so people can access email addresses or slides quickly.

This is always useful if you are distributing a presentation or want people to easily view pages that you have used for reference.

To add links, all you need to do is place the cursor in the text box and click 'hyperlink' button on the Insert tab. Choose to link a file on your computer, web address or email. You can even refer to a different slide in the same presentation.

To embed a video - You can do this when you are inserting reports or video files that relate to your presentation. Video files will automatically play when the slide appears. Simply click the video button on the Insert tab, browse your computer video files and select the one you need.

Adding links

19.5 A Note on Font Size

Using small fonts will make it hard to read, so opt for a larger size that doesn't entail flamboyant symbols.

Be consistent and subtle while maintaining legibility and clarity. Using minimal colour or stylistic accent to make your slide show stand out will avoid looking too garish. Use a template as a guide if you are not sure what to do.

Always proofread your work and check for grammatical errors. Other people will notice your mistakes much sooner than you do and glaring omissions could lower your credibility. Request a colleague to proofread your work before you actually present it to your audience. Timing, talking points and accurate statistics or data will back up your points that you are trying to put out there. Don't read off the slides as you are presenting them to the audience as this is a redundant exercise - the text is already in front of them to read. Your talk should give them something extra that is not on the slide.

19.7 Formatting the Quick Access Tool Bar

You can use the Quick Access Toolbar to unlock features that are used the most.

Including ones that are usually hard to find. There are a handful of features that we have mentioned that you can use to build better content in PowerPoint. This will result in quicker creation of aesthetic and informative presentations.

Format the Quick Access Toolbar with useful, but hidden, features.

The quick access toolbar is a place to put your most frequently used features (and features that are buried in the menus). There are a handful of features that I think are essential to building better content in PowerPoint. You might not even know that some of these features exist. So why not pull them front and centre for easy access?

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19.8 Trouble with Fonts and Commands?

There could be one plain and simple reason.

You may be experiencing incompatibility between different versions of PowerPoint. This could be at the root cause of problems associated with fonts and commands.

Use the inbuilt compatibility checker to see where you stand. PowerPoint 2013, 2010 and 2007 all use the same types of files. They use the same media plug-ins and generally won't have too many issues between them. Microsoft website has an FAQ section for all other error messages to help you troubleshoot.

Font size is a commonly experienced problem in preparing slides. This could occur if you are trying to use a Mac and PC. You can easily fix this by making text boxes large enough to accommodate any change in size of font.

Meetings are vital to the success of any business. Decisions are often made at meetings after analysing the inputs from various people.

Discussions across departments often lead to productive results.

Remind workers of organisational goals

good way to hold people accountable for their actions (share updates and accomplishments). Realise how each one's achievements contribute to a collective goal. Improve motivation.

Meetings are an integral part of the growth process of any organisation. Contrary to popular belief, meetings can be made to be effective and productive. However, inadequate planning can derail the primary purpose of the meeting and it can turn into an expensive and fruitless exercise.

As a PA, organising meetings will be part of your job role. Start with the objectives of the meeting and decide the list of attendees. The choice of venue plays an important role; ensure that you choose a venue of the right size and suitable location.

For in-house meetings, inform staff of the meeting beforehand and prepare a detailed agenda. Prepare a single page summary of the topics to be covered in the upcoming meeting.

Make sure that the timings, duration and objectives are circulated to attendees well before the commencement of the meeting. Keep the discussions relevant and useful while maintaining a friendly and interactive environment. Meetings can be extremely purposeful and productive depending on the way they are planned, conducted and organised.

Record and document all discussions, assignments, deadlines and projects covered in the meeting. PAs should ensure that copies are sent out to all attendees to help minimise the likelihood of misunderstandings and miscommunication.

Brainstorm (harness creativity of different individuals).

Account for diverse perspectives in the decission making process.

Resolve conflicts.

ASK BEFORE ORGANISING A MEETING:

What are the goals/purpose? Vague objectives tend to result in a waste of time (hard to decide who to invite, etc)

What information will be gained / exchanged? (targets)

Attendees?

Where?

For how long? should usually not exceede 60 min (if longer time, then schedule breaks)

Clarify your role before the meeting to avoid any confusion.

ROOM: enough space / layout?

Conveniently located for people expected to attend?

Parking?

Accessibility!

Venue should be aligned with the values and ethics of your company.

Seating arrangements!

All needed accessories and technology (pen, pads, projector, Wi-Fi, etc)

Refreshments / snaks / meals. Make sure to program breaks for these!

Inform attendees well in advance.

Get people to RSVP.

Circulate any changes or updates.

Prepare an agenda with all relevant info (and circulate):

full list of attendees

summary of discussions (list of topics to be covered)

how long the interval will be

what important decisions that need to be made (dates of pending problems that need fixing)

actions to be taken.

Go through a brief review of your agenda at the start of the meeting.

Record the meeting: MINUTES of the meeting.

Postmeeting. Send minutes out to participants (minimises the risk of misunderstandings and miscomunication).

adopt behaviour and emotions that reflect who you are, work with your natural abilities not against them. so take on challenges that will suit your skill set

trust yourself, be realistic with capabilities

self confidence can help you make the most of your abilities and your experiences. You experience freedom from self doubt and improve chances of success.

ability to believe in yourself regardless of external stimuli.

stages to become more confidet;

1understand where low self confidence comes from

accept it

try new things

practise comms / problem solving

positive talk

 Typing and Audio skills

Module 15

Estimate time: 1 hour 15 minutes

Mistakes and errors to avoid.

Touch typing is a crucial skill.

Slow and

Performance and learing will be respected. Efficient typing

A high typing skill helps to improve productivity. A good rate of typing is 65 skills per minute. Every form of writing prepares you well in terms of spead and accuracy.

Touch typing is better method compared to the traditional practice.

If you type 20 minutes per minute, it may take one hour to complete one document.

This can often lead to laxes and 

Typing learn by better concentration levels. If you have time you 

Pat father of was the fastest writer with 150 words per minute. 

Technically write without looking at the keyboard. There are designated keys for your fingers. People who are masters of typing state that without proper placement of fingers would not prepare you to increase efficicieny. Repeatition is the key to improving and doing better. Certain techniques you do over and over. Study and learn each technique until you are very good with it. 

Will increase your overall alertness. You should be relaxed with your feet resting on the floor the rest should be. Stop looking down at the keyboard. It will lead to more mistakes but it will improve over time. Touch typing should be one of your key goals.

Learing at a beginner level involves printing letters. This will follow by an attempt to master. These the keys you can return to easily. Keys have functions that allow to perform certain short cuts. 

At first only fractice as using your own words.

Touch typing takes little time to practice. The main objective is to try and type without looking at the keyboard. Estimated time is 10 to 15 minutes. This module covers another topic called touch typing.

Ensure your feet are placed flat on the floor. Audiocity transmission is the technique to transfer information. Modern technology has taken the place of transcription. However, there are flows of computer transcription. 165 transcription

Be able to type 65 words per minute. Helps to maximise time

• 60 words per minute means writing a whole page in under 10 minutes
• Elbows kept at a right angle 
• avoid putting body pressure on wrists
• try not to look down at the keyboard
• KEEP PRACTISING
• learn where to potision each finger
• F and J are short but keys

Audio transcription is the process whereby you listen to audio text and transforms it into written text

• most businesses insist on saving audio texts for files stored
• use good quality headphones
• always clearly mark who is saying what when transferring it to text
• Non vabartim (type the initial conversation and leave out all pauses and stutters etc) or vabartim (record EXACTLY what the audio file plays like)
• make sure to proof read as typing to help save time
• take regular breaks to keep brain active and quick
• save recording in high resolution format

Touch typing helps your learning by using motor memory skills rather than sight. 80 percent technique, 10 percent accuracy, and 10 percent speed

Touch typing was invented in 1888 by Frank McGurrin.

Use good posture! (and good desk ergonomics) reduce stress and strain / improve alertness and help concentrate for longer.

Tips (touch typing):

Don't look at the keyboard.

home row: asd jkl

keep keystrokes light and avoid using excessive force.

Tips (transcribing techniques):

Good quality headphones.

Uniform and consistent format of transcription.

Clearly mark who is saying what.

Non-verbatim (leave out stutters and pauses)/ verbatim (adds a description of exactly what sequence things follow)

Take regular breaks.

represent your company competently and professionally.

Statements that should be avoided while responding to customers:

They are still at lunch
They are late for work.
Avoid giving personal information.
Avoid saying that you are unaware of their whereabouts.
Easier to just say that the requested person is not available right now. Take down the customer's contact details and make sure that you or the person in question returns the call.

TIPS for phone intereactions:

Positive / avoid showing irritation / speed / pitch / avoid complex and technical jargon / sincere and genuine / use name when you are able to

"please hold on"

Store numbers and addresses on a computer program or Rolodex.

Reception:

Greet every visitor with professionalism, warmth and courtesy. Everybody entering the premises should deserve a warm welcome. Visitors who have come over for a meeting may need to be directed to a comfortable waiting area or shown the way to conference rooms. Adopt an approachable and helpful attitude.

Module Summary

Regular, clear and courteous communication with customers is key to success in business. Communicating with customers helps built trust and establishes a relationship based on mutual loyalty. Customers are more likely to trust companies that have upheld customer service. As a PA, you are often the first point of contact between a customer and the company. Therefore, it becomes a priority to treat each customer well and establish clear lines of communication.

Communication with customers may be conducted over the phone, email or face-to-face. With each type of communication, the primary objective must be to listen to what the customer has to say. Thereafter, you must offer assistance and guidance in the best way possible. Customer feedback and communication is an excellent source of ideas for the company.

Effective reception skills play the role of competent marketing abilities. Your body language, appearance and demeanour play an integral role in making a customer feel comfortable and at ease. As a receptionist, you are the face of the company and the customer is liable to make their first impressions based on your treatment of them.