A 2-Day Workshop for Administrative Assistants and Front-line Staff Held
The Human Resources Division (HRD) of the Registrar’s Office of the Kwame Nkrumah University of Science and Technology, (KNUST), Kumasi, has organised a 2-day training workshop for Principal, Chief and Senior Administrative Assistants, and some selected Front-line staff in the University. The workshop was held on the 15th and 16th of June 2023 at the Gardiner Conference Room, KNUST.
In his opening remarks, the Registrar, Mr. Andrews Kwasi Boateng, lauded the HRD team for organising such a workshop and deemed it timely, appropriate, and relevant. He said that the topics: ‘Delivering Effective Customer Service; Agenda Preparation and Minutes Writing; Memo and Report Writing; Documentation and Introduction to Microsoft Word and PowerPoint’ would be delivered by resources persons who are experts in these fields. The Registrar urged the participants to be receptive to the topics. He praised the Administrative Assistants for their dedication and professionalism in ensuring the effective operation of their respective offices and encouraged them to continue the good work. ‘You are the unsung heroes of the Registrar’s Office that allow the work of the Office flow effectively, thus, keep up the good work to promote the Office in a good light,’ he said.
The Registrar announced that follow-up workshops, dubbed ‘Clinics’ would be organised to provide hands-on experience and develop the writing skills of Administrative Assistants. He, therefore, charged participants to be open-minded and ask questions that are related to how they can effectively and efficiently run their various offices.
As a resource person, Mrs. Ama Duncan, Founder of Fabulous Women Network, made a presentation on "Delivering Effective Customer Service." She noted that Customer Service is an experience that is intangible and determined by the mission, vision, and core values of an organisation. She added that to create effective customer service there is the need to be clear about the corporate culture of the organisation, communicate well with customers as well as handle difficult clients and complaints. Mrs. Duncan stressed the need for Administrative Assistants to cultivate a positive first impression through personal presentation, attitude, and be knowledgeable in their fields to effectively communicate with their clients.
Mrs. Margaret Afi Dzisi, the Deputy Registrar of Academic Affairs, KNUST elaborated on ‘Agenda Preparation and Minutes Writing.’ She explained agenda as a list of items to be addressed at a formal meeting with its purpose to provide notice of an impending meeting while minutes are official records of proceedings or discussions at a meeting. She took participants through the structure of an agenda, types of minutes, and some tips for writing good minutes. Mrs. Dzisi urged the Administrative Assistants to be attentive, capture key discussions, and use unambiguous language when writing minutes. She encouraged them to always seek clarification from those presiding over the meetings when unsure of a subject.
Mr. Benjamin Boampong Owusu, Senior Assistant Registrar, HRD, in his presentation on ‘Memo and Report Writing,’ stated that a constructive memo should be succinct, formal, accurate, interesting, and easy to read. In writing a good report, Mr. Owusu mentioned the importance of ensuring that reports are clear, concise, and well-structured, communicating information, presenting findings, and making recommendations. He advised the Administrative Assistants to make the recommendations actionable and realistic. ‘Clearly state recommendations based on the findings, and provide supporting evidence for each recommendation,’ he added.
The workshop also saw a presentation on the ‘Documentation/Filing system’ by Mr. Abraham Adusei, Assistant Registrar, Institute of Distance Learning. He revealed the importance of establishing a filing system as a means to enhance workflow, promote efficiency, and allow for easy retrieval of documents when needed.
To enhance participants technological skills, Mr. Christopher Addo, Senior Assistant Registrar, E-Learning Centre, took the participants through "Microsoft Word and PowerPoint." He provided guidance on creating professional PowerPoint presentations, emphasising the use of appropriate backgrounds, font sizes, colours, and types.
The workshop further provided a platform for participants to seek clarifications on how to upgrade their skills and contribute to the seamless functioning of the of the Registrar’s Office.
