COURSE OUTLINE
ASSISTANT MANAGERS HND 1 & 2
UNIT 1: Professional Relations I
1. Internal Professional Relations I:
1. The environment of a modern office
2. The processing and managing internal Mail in the Company
2.1. mail processing
2.2. mail of contentious character
2.3. The areas of internal mail
Notes;
Account rendering;
Minutes;
Reports; memos.
3. External Professional Relations I
3.1. The drafting of external mail
3.2. components of an external mail
3.3. managing job applications
3.4. Filing of a mail;
UNIT 2: Professional Relations II
1. Internal Professional Relations II:
2. General notions
3. Identification of a mail ;
4. opening of a mail;
5. Mail data in the company;
6. authorization and access to e-mail.
7. Access to e-mail: composition, archiving, deletion, consultation
8. Composition and sending of an e-mail;
9. Deleting an e-mail;
10. Search for a mail.
11. Constitution of the list of addresses:
- Upper part of the screen: Search of adresses;
- Lower part of the screen: list of adresses.
UNIT 3. External professional Relations II:
1. management Functions of incoming mail
Information necessary for the management of incoming mail;
Creation of the incoming mail register;
Copies to one or more administrative units;
Internal allocation;
Follow-up of responses to incoming mail;
Management of reassignment of e-mails;
Management of invoice information;
Consultation and editing of incoming mail file; Deleting incoming mail;
Research in incoming mail.
2. Function of outgoing mail
information processing of outanding mail;
Creation of outgoing mail file;
Management of addresses outgoing make;
Management of certifies copies;
Management of internal copies to the organization;
Consultation and edition of an outgoing mail file;
Deleting of outgoing mail file; management of the follow-up of outgoing mail; search in the outgoing
mail.
AMA234: Professional Relations III
Professional writing I: 2 credits (30 hours); L, T, SPW
1. The specificity of the Administrative Style
2. The administrative vocabulary
3. The punctuation and the use of uppercase punctuation:
Definition;
The punctuation signs; - the spacings.
The Employment of capital letters:
General information; notions
The proper noun and the capital letter;
The other categories of words and the uppercase letter.
4. Commercial Letter (qualities and structure)
5. letter presentation and envelops
6. Preparation and placing of an order
7. Modification of an order + Reply
8. Correspondencerelating to the delivery
9. Claims relating to delivery
10. Correspondence relating to the invoicing
11. Paymentsettlements
12. Relationshipswith carriers
13. Relations with the Insurers
14. Letter to an after-sales service
15. Draftingof"printed matters
internal and external Professional relations I:
The variability of professional situations and their criticality
1. The reception and information
Role established;
Instructions respected;
Atmosphericrelationship;
Image;
Social codes and cultural rights; professional effectiveness.
2. conflicts
conflict process, triggers, deep sources; attitudes and behavior of the actors in the conflict; result.
3. Cultural differences
Professional context (statutes, roles, relationships, Territories);
Issues of actors;
Cultural codes, verbal and non-verbal cues;
Interactions:
- Adjustments, misunderstandings and potential misunderstandings due to the social or
differences or cultural;
- Difficulties from sources other than culture.
4. Negotiation
The role and status of the actors, relationship;
Interests and Issues;
Margins of maneuvers and instructions;
identified Cultural differences;
Arguments ;
Processes of manipulation, processes process of manipulation refusal;
Modalities for search of an agreement.
Professional Relations IV
Professional writing II:
1. Features of administrative writing
2. Structure of Administrative letter
3. Drafting
4. Consignment note, and cover note
5. Acknowledgment of Receipt
6. Internal mail (reports, debrief, minutes, circulars, Invitations convocations and others)
7. Relations with Service Companies (Carriers, Insurances, Banks, telecommunications, NSIF…)
8. Drafting of the external mail (order, delivery, invoicing, settlement, transport, insurance...)
9. Personal Letters (application for internship, job application, motivation letter, curriculum vitae(CV)
internal and external Professional relations II:
Support to professional relations internal and external
1. Collaborate with the(s) manager(s)
Establish and maintain the relationship with the(s) manager(s);
Render an collect work instructions; account, Inform, make the point.
2. Contribute to group cohesion
Put in place a favorable working climate conditions
coordinating team work and working climate
preparing and Manage a meetings.
3. Ensure the interface between manager(s) and the working environment (internal, external,
international)
Create, maintain and activate a relational network (internal, external, to the International);
Welcome and inform in French and in foreign language; and in foreign
Communicate in Writing (internal, external, in French and in foreign language);
negotiate in French and other languages.
