Certified Administrative Professional

Trainer provides an introduction to the course content and methodology Introduction by the participants

Four main components of certification Value of the CAP certification Three-step process to earn and maintain the CAP Discussion of exam fees and scheduling

Introduction of the six CAP domains CAP Domain 1 – Organizational Communication Performance Outcome (PO) 1 – Describe the concepts of applications of communication, management and leadership models/theories within organizations Identify various types of communication and which is the most effective for different business situations Exercise: Review communication types Describe management/leadership theories and how they relate to effective organizational communication Exercise: Review/discuss leadership theory matrix PO 2: Describe the process of effective interaction with internal and external stakeholders Demonstrate a basic knowledge and proficiency in managing and resolving conflict within an organization. Exercise: Organizational conflict scenario PO 3: Recognize the importance and utilization of professional networking Describe how networking (both in-person and virtual) has changed the way people find jobs and companies recruit new employees. Exercise: Professional networking tips PO 4: Demonstrate an understanding of team dynamics within organizations Identify different types of teams and describe their purpose. Describe the specific kinds of dynamics within teams and how they can be managed. Demonstrate knowledge in effective decision-making, communication and team building. Exercise: Team building exercise highlighting the importance of communication and team dynamics PO 5: Describe the positive and negative types of interpersonal interactions existing within an organization Explain how human motivation effects organizational dynamics. Exercise: Employee engagement mini discussion Demonstrate basic knowledge of the differences between managing and leading. Explain the dynamics of mentorship and coaching, including the effect on performance. PO 6: Demonstrate knowledge in the techniques of creating and giving presentations Describe how to apply methods of coping with communication anxiety. Identify the different types of presentations and appropriate usage of each. Demonstrate knowledge of how to prepare for and deliver a presentation. Exercise: Five public speaking tips video (Toastmasters) PO 7: Demonstrate the ability to conduct business with diverse culture Describe international business practices with regard to cultural norms and rituals. Demonstrate knowledge of the importance of multicultural communication in today’s workplace. PO 8: Demonstrate a basic knowledge in organizational structure, systems, and strategies including their role in productivity and effective management Describe the parts of a strategic plan and how it effects organization performance. Exercise: Strategic plan outline Define various organization management systems that examine productivity (such as Six Sigma and TQM) PO 9: Describe how confidentiality, legality and ethics are important for the functioning of an organization. Understand basic employer and employees’ rights with regard to legalit Domain 1 wrap-up and questions

PO 1: Demonstrate knowledge of terminology associated with business writing and document production Identify the different functions of correspondence, documents and reports within an organization. Describe which method is best for creating and distributing reports and documents within an organization. Identify best practices for developing business communications such as research, audience analysis and composition. Exercise: Document match-up PO 2: Exhibit proficiency in proofreading and editing documents Demonstrate knowledge of document readability for business communication. Identify and describe the most important steps when editing and proofreading. Apply the basics of copy editing for various types of documents. Exercise: Edits using a proofreading guide PO 3: Demonstrate proficiency in the use of grammar, spelling, and sentence constructionn. Demonstrate ability to apply basic rules of English grammar, especially spelling, punctuation, capitalization and sentence construction. PO 4: Describe the steps required to create and edit different types of business documents Demonstrate an ability to determine and develop materials for the appropriate audience for different types of business documents. Exhibit knowledge of which software applications are appropriate to produce common business documents (e.g., MS Word, Google Docs, Adobe Acrobat). Demonstrate proficiency in spreadsheet creation, including simple formulas and data manipulation. Understand the application and usage of presentation software (e.g. MS PowerPoint, Prezi, etc.). Exercise: File type/software match-up PO 5: Describe the features and tools used in desktop publishing (for newsletters, flyers, etc.) Knowledge of desktop design software including features and functions. Identify important aspects of layout and design. Demonstrate a familiarity with online tools for web publishing. Recognize basic graphic design tools for office and web publishing. PO 6: Identify the necessary elements needed to create and present effective charts and graphs. Demonstrate knowledge of software applications used to create, format and insert charts, tables and graphs into business documents and presentations. Exercise: Group review of key elements of effective charts and graphs PO 7: Identify the important elements necessary for finishing a document (e.g. binding, collation, stapling, coloring, graphics, etc.) Describe the key differences and requirements for electronic versus hardcopy output of documents.PO 8: Demonstrate proficiency in the creation of minutes for meetings. Identify how to prepare minutes for a meeting, capturing the essence of agenda items and actions taken Exercise: Group review of meeting minute templates (pros and cons of each) Domain 2 wrap-up and questions

Review of Day 1 CAP overview Domains 1 and 2 overviews CAP Domain 3 – Technology and Information Distribution PO 1: Describe the process of information distribution within an office environment Demonstrate knowledge in how to organize distribution lists for various types of communications. PO 2: Identify the important differences between traditional and electronic distribution of information Demonstrate knowledge and proficiency of different email interface types. Know what software and technology is available for distributing information. Exercise: Review information distribution flowchart PO 3: Identify copyright laws, regulations regarding intellectual property, and ways to maintain confidentiality when distributing information. Identify proper attribution of quotations from published documents. PO 4: Describe the process and techniques of gathering, compiling and analyzing data Knowledge of which software applications are appropriate for compiling, storing and analyzing data. Demonstrate a clear understanding of which data are appropriate to collect and why. Demonstrate a proficiency in creating a well-organized report with regard to organization and data visualization. Exercise: Data gathering/analysis guidelines – share best practices PO 5: Demonstrate knowledge in the use of the Internet, including social media, as a way of distributing information Identify and describe the important characteristics of sending email (e.g., etiquette, attachments, formatting, etc.). Demonstrate knowledge and proficiency in social media usage and etiquette. Knowledge of which social media applications are appropriate for a specific task and how to use them. PO 6: Demonstrate basic knowledge in installation, maintenance and troubleshooting of both equipment and software Identify various computer hardware used in an office. Demonstrate knowledge of basic office software and functions. Identify available online resources for equipment and software training and usage. Exercise: What resources have you used? PO 7: Demonstrate basic knowledge in the use of different types of computer operating systems Identify potential issues with compatibility of different operating systems, such as Microsoft and Apple. PO 8: Describe common ways of storing and transferring data and the types of media appropriate for each Demonstrate knowledge and proficiency in identifying file types and the appropriate ways of converting documents. Knowledge of software programs used for document conversion. Identify and describe common procedures of backing up electronic information and databases, including cloud storage. PO 9: Explain appropriate security procedures for maintaining, backing up, and storing information. Demonstrate knowledge of legal issues regarding the storing of electronic information. Domain 3 wrap-up and questions

CAP Domain 4 – Office and Records Management PO 1: Demonstrate knowledge of basic terminology associated with records management using ARMA Guidelines Prove knowledge of terms such as metadata, records retention and data archiving. Demonstrate familiarity with terms used by ARMA and general records management. PO 2: Identify the key advantages and disadvantages of electronic and manual (paper) file management based on ARMA Guidelines. Demonstrate usage of both paper and electronic filing systems as appropriate based on access requirements and organizational needs. PO 3: Demonstrate knowledge of both electronic and manual (paper) filing rules and standards based on ARMA Guidelines. Describe types of electronic files, naming conventions, options for accessing and methods of altering information. Knowledge of available software, systems and services for electronic filing. Describe the different methods for creating, storing and retaining files. PO 4: Identify the appropriate security for both electronic and manual file Identify the key laws regarding record storage and confidentiality. Describe both the strengths and weaknesses of types of record and file security. PO 5: Demonstrate knowledge of file retrieval, maintenance and retention Describe how to develop a record retention schedule for both electronic and paper files. PO 6: Identify appropriate ergonomics for a productive personal workspace Describe the significant elements of workspaces and why they are important to efficient and effective working conditions. Exercise: Create an effective office layout PO 7: Demonstrate knowledge of resources necessary to efficiently manage an office Describe the steps in placing and receiving supply orders. Describe the process of creating and distributing a Request for Proposal (RFP). PO 8: Identify the important methods of checking and maintaining office supplies Identify the steps involved in creating inventory lists. Recognize types of software appropriate for maintaining inventory. PO 9: Demonstrate knowledge of forming a virtual office. Identify both the advantages and disadvantages of virtual offices versus traditional offices. Domain 4 wrap-up and questions

CAP Domain 5 – Event and Project Management PO 1: Demonstrate knowledge of basic terminology associated with event management Identify the necessary elements in planning events ranging from internal meetings to external conferences. PO 2: Demonstrate proficiency in travel preparation Describe the necessary elements for planning and organizing travel, both domestically and internationally. Exercise: Best practices in travel preparation PO 3: Describe the key requirements for meetings both in person and virtual Describe the steps required in the organization and planning of professional meetings. Knowledge of which software applications are appropriate for online meetings. Exercise: Plan this meeting PO 4: Demonstrate knowledge in prioritizing and delegating elements of a project from planning to implementation Identify and describe the important techniques of time management from the planning stage to the implementation of a project. Demonstrate the ability to identify and evaluate the skills and competencies of others for project delegation. PO 5: Describe the steps required in organizing, planning and managing a project Demonstrate proficiency in prioritizing and organizing work tasks. Identify which software and technology tools are appropriate for managing a project. Demonstrate knowledge of negotiating, budget review and bill explanation when organizing a project. Exercise: Group review of project management basics Domain 5 wrap-up and questions