UNDERSTANDING ADMINISTRATIVE AND

COMMUNICATION ROLES OF A MANAGER

Administration responsibilities form the operational backbone of all leaders in any
organization. Being branch leaders, Managers are the chief administrative officers & they play
an essential behind-the-scenes role, taking care of a wide range of duties in the general
operations. This training is therefore set to equip the newly appointed managers with
administrative skills to run their daily operation with ease and in adopting to the company
norms.
The following are some of the key aspects as per the laid training objectives
 Managing data, records, reports, (Document handling and filing.)
 Organizing and scheduling meetings and events (calendar management.).

 Handling communication and correspondence

 Ordering and maintaining office supplies and equipment (Inventory management.)
 Using problem-solving skills to resolve office-related issues
 Financial responsibilities. ...budgets
 Human resources support. ...
 Operational oversight. ... Being organization touch point Supervising and delegating
tasks to other staff is key.
 Maintaining and organizing a business office

 Technology Proficiency (techno savvy)

 Customer Service Oriented

(1.) Communication-management
Communication management means taking care of any correspondence on behalf of the company. It
might also mean maintaining internal and external comms systems and meeting/conferencing
equipment, updating social media, and being in charge of internal communications platforms. This duty
commonly requires you to:

listen carefully and communicate effectively. Have open door policy or regular communication with
your team, make yourself available to discuss issues with your team
Listening is one of the most important parts of communication as it helps you understand the
perspective of the communicator and effectively communicate with them.
Effective communication requires Clarity, Accuracy, Relevance, And Empathy, and it can be
influenced by various factors, such as noise, barriers, filters, and emotions.
Good communication should entail all the components of communication to maintain its relevance
Therefore, the essential components of communication process, such as sender, message, channel,
receiver, feedback, and more should reflect in your communication to make it effective and easy
to be acted upon
Importance of communication is defined by the structure upheld by an organization and purpose.
• Have steady flow of communication by embracing all cadres… it could be:

Between Branch Team

Between same cadre/peers
Line
Interdepartmental
ar

From senor most to juniors

Hier From juniors to seniors
achi
cal

Open communication from anyone to anyone

WEB

Communication skills are key for any manager as highlighted below.

Being aware of your communication style: This means paying attention to how you sound to others,
choosing your words carefully and being mindful of your tone in both written and verbal exchanges.
Use clear and concise language: Communication is most effective when it is clear and concise. Use
simple language and avoid jargon or technical terms that others may not understand. Be aware of
nonverbal communication: Nonverbal communication, such as body language and facial expressions,
can also convey messages
Having good written communication: Pay close attention to grammar, spelling and formatting in
emails, reports and other documents. Use a spell checker, but also learn to review your work to catch
grammatical and factual errors.
Practicing clear verbal communication: practice active listening, which involves paying full attention
to the speaker, understanding their message and responding thoughtfully.
 You need to stay in contact with other
employees, senior staff, and clients via email,
phone, messenger apps, and face-to-face
interactions. Here are the most common
communication skills. That can enable you be a
n excellent communications manager
 Answering phone calls and emails
from both clients, colleague staff and
senior staff.
 Greeting visitors, staff and clients
 Communicating with senior managers
and other colleagues on various
operational tasks.
 Answering customers’ questions
 Embracing written communication such as compiling reports, writing memos, letters and
other documents
 Developing and distributing day-to-day internal communications
 Data processing. Admin tasks include safekeeping important information, handling,
organizing and maintaining records, whether financial, for personnel or client-related.
( B. ) Office maintenance and upkeep
An often overlooked but essential aspect of Branch administrative duties is ensuring the office
environment remains clean, safe and well-maintained. This responsibility would see you:
Ensure a clean and organized office environment: overseeing, and sometimes hiring cleaning staff,
making sure common areas are well-maintained, and ensuring supplies are stocked.
Manage office equipment: monitoring the condition of office equipment, arranging for repairs or
maintenance when necessary, and sometimes making decisions about purchasing new equipment or
upgrading existing hardware.
Implement office policies related to health and safety: organizing safety drills, displaying proper
signage, and keeping up to date with relevant laws and guidelines.
( C) Scheduling tasks
Scheduling appointments for Groups, members and seniors as per their plan to visit the branch, these
activities should reflect in your diary of events to enable you plan well on how to tackle each issue and
factor in other welfare requirements for the scheduled meetings.
General calendar management
Event coordination, including client lunches, professional development/staff coaching, and office
activities (parties, team-bonding activities, offsites, and more)
Planning and chairing all branch meetings
To manage the above tasks, you need keen attention to detail, to be able to keep track of schedules
without missing any appointments or deadlines.
Good time management is also important, as is technical skills using scheduling programs or apps.
(D. ) Organizational tasks
 Adapting to shifting and competing priorities with ease.
 Maintaining multiple calendars
  Setting appointments with groups/ members/clients and staff.in a bid to resolve issue of
concern or plan for better performance Document handling and filing
 Document handling and filing
 Fundamental responsibilities of the administrative team, encompassing:
 Document preparation: this involves creating, formatting and editing various documents such
as reports, presentations and letters. Proficiency in different software tools is required to
prepare official documents.
 Data entry: entering information into the company’s computer systems or database is an
essential admin duty that calls for a high level of accuracy and confidentiality. This can include
inputting client information, updating records, and transcribing minutes from meetings.
 Filing various documents and maintaining databases
 Creating filing systems
 Creating and maintaining office documentation
 Updating spreadsheets and other data entry tasks
 Storing sensitive information correctly
 Maintaining and updating employees’ emergency contact information
 Setting up online conferences.
(E.) Inventory management
Inventory management means making sure the office/workplace is well-stocked with everything it
needs. It involves overseeing and organizing its resources, like paper, tech desks, supplies for the
restroom – everything you’d need at a work site. For this duty you would need to

Track inventory keeping a detailed record of supplies in the workplace. This involves monitoring usage and identifying when
items are low and need restocking.
.....

: Admin workers are in charge of replenishing office inventory within budget, which includes finding cost-
Order supplies effective vendors and building relationships with them. It requires planning ahead and keeping track of what
has been ordered and paid for.
.....

Beyond ordering supplies, this includes making sure all employees have what they need, overseeing the
Manage office resources distribution of supplies, managing digital/software subscriptions, paying utility suppliers and keeping the pantry
stocked.
......

(F. ) Finance management and bookkeeping tasks

Bookkeeping tasks and other finance-related responsibilities often land on the desk of
administrative positions, particularly within businesses that aren’t big enough to need a separate staff
member or department to take care of these tasks. Here are the most common bookkeeping and finance-
related tasks that are among the job duties of administrative professionals:
Budget preparation: this can involve gathering data, tracking current expenses and helping to project
future costs.
Expense tracking: keeping an eye on how much money different departments spend to ensure they
stay within budget, then identifying any areas for savings.
Ensuring financial compliance: Organizing and storing financial records in compliance with legal and
company policies, which is important when it comes to audits and Branch financial reviews.
Recording and reconciling office expenses
Managing staff expense processes
Managing travel expense processes for staff.
Using accounting and expense management tools in recording presenting and storing records/data
Processing client/customer payments
Compiling reports
Managing reimbursement processes
Creating invoices and billing clients on any installation or maintenance activity.
(G.) Operational oversight
Operational oversight basically means being across what’s happening in the company. It’s a broad duty
that requires you to have in-depth knowledge of your organization and its different departments and
functions, encompassing:
Smooth day-to-day office operations: This involves overseeing the daily functions of the office,
ensuring that all processes and systems are running as they should.
Coordination with various departments: This includes lining up schedules, facilitating
interdepartmental meetings, and ensuring seamless communication across the organization.
Implementation and monitoring of office policies and procedures: implementing procedures for
various office tasks, ensuring compliance with company policies and monitoring these processes.
(H.) Providing executive support
Providing executive support is an important part of administrative roles. This covers a range of tasks
that assist top-level management in their daily activities. This means you would:
Manage executives’ schedules and travel arrangements: organizing and maintaining a calendar of
appointments, planning and booking travel itineraries, and sometimes handling their personal
engagements.
Handle confidential documents, information and communication: Managing confidential
documents and keeping secure communication channels for sensitive discussions. You’re also required
to keep sensitive information private and always maintain confidentiality of personal details.
Assist with executive-level decision-making processes: Gathering necessary information, researching,
preparing reports or presentations for decision-making, and sometimes offering administrative insights
into organizational processes.
Providing executive support demands a high level of trustworthiness, discretion and professionalism.
This means anticipating the needs of top management and staying ahead of schedule changes or
potential conflicts. You’re also required to keep sensitive information private and always maintain
confidentiality of personal details
(I.) Human resources support
Administrative professionals sometimes provide support to human resources teams. Here, they help
with various aspects of employee management and development. This would see you:
Assist with staff recruitment processes: Posting job advertisements, screening applications and
advising on the most appropriate candidates
Manage employee records: Maintaining accurate and confidential records, including personal details,
employment history and performance reviews for your teams.
Handle onboarding procedures for new hires: Administrators are often involved in the onboarding
process. This includes preparing employment documents, introducing new hires to company policies
and more.
Coordinate staff training and development programs: this involves organizing training sessions,
workshops and other professional development courses. Administrators might manage details like
scheduling, booking venues, and liaising with trainers or speakers.
Motivate your teams to perform and celebrate their wins. This is possible through positive team spirit
incorporation
How to improve your administrative skills
Improving your admin skills can have significant
benefits, whether you’re planning on a career in
administration or your chosen field requires a high
degree of organisation and multi-tasking. While
administrative skills cover a vast range of abilities,
there are some main areas you can focus on to
upskill. Here are some methods to develop and
improve your administrative skill set.
Skills for administrative tasks include:
1. Be organized
2. Work on your time management,
3. Improve your communication, skills
4. Leverage on technological know-how for
administration.
5. Attention to detail, practice Listening skills
6. Problem solving.
7. Administrators need to be good at juggling multiple tasks, prioritizing work, communicating
clearly and finding creative solutions to challenges

Importance of learning administrative duties

 Streamlining workflow and processes: by taking care of general office management,
scheduling, and data organization, administrators ensure that operations run smoothly.
 Acting as a support system: Provide support to different departments and team members. By
handling general office work, other team members can focus on their core responsibilities.
 Contributing to efficiency and productivity: administration officers help reduce disruption
and free up time and resources.
 Helps resolve problems

 Helps with resource management

 Helps with effective communication

All the best as you aspire to be
excellent branch administrators
Prepared and presented by :
Phylis Chelangat
Senior Manager / Admin