INTRODUCTION

The Office Administrative Skills training programme is designed to strengthen the fundamental administrative competencies of operational staff, junior administrative staff, and clerks in carrying out their daily office duties in an efficient, organised, and professional manner. In today’s fast-paced and demanding work environment, administrative personnel play a critical role not only in supporting office operations, but also in ensuring effective coordination between management, colleagues, and external stakeholders.

This training focuses on practical and job-relevant skills, including effective workplace communication, document and record management, time management, task coordination, and professional work ethics. In addition, participants will be introduced to basic digital and artificial intelligence (AI) tools that can responsibly support routine administrative tasks and improve work efficiency.

The training approach is simple, practical, and aligned with real workplace situations in Malaysia, making it suitable for participants with limited administrative experience or minimal exposure to digital tools. Through this programme, participants are expected to build greater confidence, improve work efficiency, and contribute more effectively to the smooth operation of their organisation

OBJECTIVES

1. Understand the core roles and responsibilities of an effective administrative professional.
2. Apply essential office administration skills confidently and accurately.
3. Improve communication, documentation, and coordination at the workplace.
4. Manage time, tasks, and records more efficiently.
5. Use basic digital and AI tools to support daily office operations ethically and effectively.

COURSE LEARNING OUTCOME

1. Perform daily administrative tasks with confidence and accuracy
2. Communicate professionally in emails, calls, and face-to-face
3. Organise documents and records effectively
4. Manage time and priorities better
5. Use basic digital and AI tools responsibly to support office work.

COURSE OUTLINE

Day 1: Core Office Administration Fundamentals

Session 1: Understanding the Role of Office Administration

• Role of admin staff in organisational success
• Expectations of supervisors and management
• Professional attitude, work ethics, and accountability
• Confidentiality and integrity in office work
• Group discussion: “What makes a good admin staff?”
• Self-assessment checklist

Session 2: Workplace Communication Skills

• Verbal vs written communication
• Telephone etiquette and message taking
• Email writing basics (subject, tone, clarity)
• Communicating with supervisors, colleagues, and external parties
• Role-play: Handling phone calls and enquiries
• Email writing practice (simple office scenarios)

Session 3: Office Documentation & Record Management

• Types of office documents (letters, memos, reports, forms)
• Filing systems: physical and digital
• Document control and version management
• Data privacy and PDPA awareness
• Filing simulation: organising documents
• Identifying good vs poor document practices

Session 4: Time Management & Work Prioritisation

• Common time-wasting habits in office work
• Prioritisation tools (urgent vs important)
• Daily task planning and follow-ups
• Handling multiple tasks without stress
• Time audit exercise
• Creating a simple daily work planner

Day 2: Operational Excellence & Digital Support Skills

Session 5: Office Operations & Coordination Skills

• Supporting daily office operations
• Meeting preparation and coordination
• Handling office supplies and simple procurement
• Working with vendors and service providers
• Meeting preparation checklist exercise
• Office coordination case study

Session 6: Customer & Internal Service Skills for Admin Staff

• Admin staff as internal service providers
• Handling complaints and difficult requests
• Professional response and problem-solving
• Managing stress and emotions hookup
• Role-play: Handling complaints professionally
• Group reflection and feedback

Session 7: Digital & Basic AI Tools for Office Administration

• Common digital tools used in offices (Word, Excel, Google tools)
• Introduction to AI in office work (what AI can and cannot do)
• Practical AI use cases:
  • Drafting emails and simple documents
  • Creating checklists and SOPs
  • Summarising meeting notes
• Ethics, confidentiality, and responsible AI use
• Live demo: Using AI to draft a simple email
• Practice: Creating a task checklist using AI prompts

Session 8: Professionalism, Continuous Improvement & Action Planning

• Personal grooming and workplace professionalism
• Taking initiative and continuous improvement mindset
• Handling mistakes and feedback positively
• Personal action plan for workplace improvement
• Individual action plan development
• Group sharing and trainer feedback