Achieving Excellence in General Service Administration Garhoud, Dubai

Course details

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 
  

• 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