Achieving Excellence in General Service Administration Abu Hail Training Institute

Objectives:

  • Define and understand the role of the general service administration. 
  • Make better general services management decisions  
  • Acquire time management skills required for better office productivity. 
  • List the main causes of stress and the techniques needed to control  
  • Learn communication strategies needed for carrying out responsibilities in an effective manner. 
  • Develop a service attitude and mindset aimed at the internal and external customer 
  • Manage a network of working relations  
  • Communicate effectively  
  • Manage time for yourself and others  
  • Organize office systems 
  • Review their working relationships  
  • Develop an action plan to help your manager 
  • Evaluate your Key Performance Indicators and make them more useful 
  • Use simple frameworks for planning, including allocating and managing priorities, scheduling work, working proactively and reactively and project planning.  
  • Identify and avoid causes for contractual claims. 
  • Recognize the different types of claims and how to prevent and/or deal with each type. 
  • Understand the different approaches to claims handling including alternative dispute resolution. 
  • Practice and discuss, through a project, all aspects of handling and resolving contractual claims. 

Course Outline

1. The Role of the General Service Administration

  • The role and duties of general service administration  
  • Setting work objectives 
  • Identifying common issues and challenges  
  • Handling petty cash, estimating costs and monitoring expenditures 
  • Administration development tools 
  • The planning process  
  • Planning work in progress  
  • Analyzing and managing risk  
  • Contingency planning  
  • Developing procedures 
  • Problem solving techniques  
  • Defining Business Processes 
  • Defining Roles and Responsibilities  
  • Work Performance  
  • Sourcing suppliers and negotiation skills for contracts and services 
  • Equipment Effectiveness  
  • Staff Competence  
  • Organization policy and procedures 
  • Organization and contractor's relationship 

2. Managing Time & Desk Management

  • Managing interruptions and access  
  • Planning and priority setting  
  • Office layout and ergonomics  
  • Managing the paper-load  
  • Getting the best from e-mail and office technology  
  • Report and letter writing  
  • Setting & developing company writing standards  
  • Editing and proof-reading skills  
  • Dimensions of performance  
  • Motivation  
  • Appraisal  
  • Coaching and on-job training skills  
  • Action planning and influencing others 
  • Identifying and Eliminating Time Wasters  
  • Setting Goals and Priorities 
  • Delegation - giving and receiving  
  • Communication and listening skills  
  • Assertiveness, conflict and criticism  
  • People problems and problem people  

3. Effective Communication Skills

  • Improving communications within an existing team  
  • Oral and listening skills  
  • Reporting to Management  
  • Negotiation skills and techniques  
  • Managing difficult people  
  • Comparison of telephone / face to face / written communications, their effectiveness and suitability for different situations  
  • Improving Credibility and Gaining Recognition  
  • Speaking and Listening  
  • Being Assertive  
  • Selling Your Ideas to the Boss, Colleagues, Subordinates and Clients 
  • Handling requests and conflicting priorities 
  • Briefing skills - giving, receiving and passing on  
  • Delegation - giving and receiving  
  • Assertiveness, conflict and criticism  
  • People problems and problem people  

3.1. Written Communication Style

  • Layout  
  • Clear Writing  
  • Proof Reading 

 

3.2. Using the Telephone Properly

  • Professional Telephone Behavior  
  • Rules for Good Listening  
  • Making Appointments 

3.3. Controlling Stress

  • Symptoms  
  • Causes  
  • Solutions 

3.4. Serving the Internal and External Customer

  • Understanding the Needs of Internal and External Customers  
  • Having the Right Attitude  
  • Providing Excellent Service  
  • Handling Complaints 

4. Organizing Meetings, Setting and Meeting Objectives

  • Planning skills  
  • Project management approaches for support staff  
  • Managing time  
  • Strategies for managing change  
  • Identifying and dealing with Pressure Points  
  • Implementing Action Plans  
  • Preparing the Agenda  
  • Taking Minutes 

5. Claims

  • Nature of Claims 
  • Types of Claims 
  • Claims Process  

5.1. Claims Management

  • Collect and review data regularly 
  • Highlight potential issues as they arise 
  • Identifying specific claims 
  • Following the timing within the contract/or be reasonable 
  • Issue with applications for payment 
  • Maintain communication to achieve agreement 

5.2. The Claims Process

  • The legal principles and practical procedures of payment claims 
  • Key considerations in valuing claims 
  • Claim generation 
  • Charge entry 
  • Payment entry 
  • Payment claims 
  • Delay costs and damages 
  • Procedures for variations 
  • Extensions of time 
6. Contractors 
  • The key elements of a contract  
  • Oral or written?  
  • Terms of the contract  


6.1. Contractors' Objectives

  • Profits 
  • Fair and Unfair Practices 
  • Keeping Records 

6.2. Contracts in Progress

  • Avoiding Problems  
  • Know Your Contract 
  • General and Special Terms 

6.3. Relationship with contracts

  • External and internal dimensions of a business relationship  
  • Formation of a Contract  
  • The key elements of a contract  
  • Terms of the contract  
  • Inter-business contracting 
  • Developing legal knowledge and skills 
  • Potential Problems with Standard Form Contracts  

6.4. Payment Issues & Post contract Liability

  • Variation of Contract Terms  
  • Variation of Scope of Work 
  • Management of Variations and retaining control of the contract  
  • Payment and money events  
  • Delay, suspension and extension of time  
  • Finance and Payment in International Trade  
  • Bonds and Guarantees  
  • Defects Liability  
  • Termination of the Contract and Remedies  
  • Mitigation of losses and claims 

6.5. Issues of validity of a contract

  • Precedence of documents in a contract 
  • Delivery, acceptance and transfer of title and risk  
  • Liability in negligence - relationship with contract conditions  
  • Product liability and defective goods  
  • Overview of requirements of a valid contract  
  • Letters - Intent; Instruction/Award; Comfort; Awareness  
  • Conflict of Laws and Choice of Law and jurisdiction Clauses  

7. Resolution of Disputes

  • Negotiation, compromise and settlement  
  • Alternative dispute resolution 
  • Litigation  
  • Arbitration  
  • Managing disputes 
  • Developing an exit strategy 
  • Review of programme, and final questions  


Abu Hail Management and Administration Training (ABH) is a Professional Corporate training Centre established in Dubai in the year 2013. The aim of the centre is to provide specialized corporate training solutions which are effectively customized to meet the training needs of internal and external clients.

Our trainings programs are provided by experienced and dynamic instructors with proven success records and our courses are provided in a manner that ensures maximum transfer of knowledge and skills to participants. At the end of the course, participants will acquire competencies that will optimize their capabilities and increase their efficiencies.

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