Administrative Professionals
Roadmap & Workbook
Foundational
Knowledge
Skill Building
Skill Practice
Resources
Start with the basics tobuild a strong foundation.
Practice with online simulations before facing members.
Specialize in a specific topic or develop more competencies.
Tools to keep on-hand, for when you need them the most.
CUSOURCE Credit Union Knowledge Network
www.cusource.ca | [email protected] | 1.888.367.1386
® CUIC and CUSOURCE & Design are registered trademarks owned by Credit Union Central of Canada, used under license. ® Skillsoft is a registered trademark owned by SkillSoft Ireland Limited, used under license.
Getting You There
This roadmap and workbook provide a learning structure that will support you in obtaining the knowledge and skills required of an administrative professional.
Like any journey, there are side roads and detours along the way… all of which contribute to the total experience. Like any map, there is more than one route to your final destination, so use this workbook as a starting point.
Explore Your Learning Environment
Pick the delivery method which is right for you. We have learning environments to fit everyone's style, depending on what you need and when you need it. Choose from eLearning, instructor-led training (ILT), webinars and CUIC© courses. Explanations of each environment are available on our website:
cusource.ca > Your Learning > Learning Environment.
How to Use This Workbook
Build your knowledge from foundation, through practice, and eventually on-the-job application, by creating a learning environment that is as flexible as you need it to be.
Learners come from various backgrounds, with varying degrees of skills and experience. Using this workbook as a guideline, along with input from your manager, you can decide which areas will become your learning priorities.
If your role includes a combination of more than one position, consider creating your map, from several that are offered. This is now your map to success.
Accreditations and Designations
Looking for more? Consider earning a professional accreditation or designation.
Our partner, Dalhousie University, ensures the academic quality of the courses that comprise our programs, while credit union system experts ensure that the content meets your business needs. Credit union employees can earn the following accreditations and designations:
Accredited Member Service Representative (for MSRs and call centre reps.)
Accredited Consumer & Residential Mortgage Lender
Accredited Business Lender
Fellow of the Credit Union Institute of Canada (FCUIC)
Associate of the Credit Union Institute of Canada (ACUIC)
Visit cusource.ca > Your Knowledge > CUIC Accreditation for more information.
Foundational
Knowledge
Skill Building
Skill Practice
Resources
Knowledge Development
Objectives / Notes
Training Roadmap
Course Learning
Environment
Time
Commitment Due Date
Completion Date Manager’s Approval Getting Started -- Administrative Support Skillsoft1 eLearning 3 Hours Administrative Professionals: Maximizing Your Relationship with Your Boss
Skillsoft
eLearning 1 Hour
Administrative Professionals: Interacting with Others
Skillsoft
eLearning 1 Hour
Administrative Professionals: Putting Your Best Foot Forward
Skillsoft
eLearning 1 Hour
Managing E-mail with Rules, Automatic Replies, and Alerts in Outlook
Skillsoft
eLearning 1 Hour+
Additional Training & Development
1 Skillsoft® eLibrary license required to access Skillsoft eLearning.
Employee’s Feedback
Objectives / Notes
Training Roadmap
Course Learning
Environment
Time
Commitment Due Date
Completion Date Manager’s Approval Customer Focus HMM 1 eLearning 2 Hours Persuading Others HMM eLearning 2 Hours Time Management HMM eLearning 2 Hours Writing Skills HMM eLearning 2 Hours Collaboration and Customization with the Calendar, Contacts and Tasks in Outlook Skillsoft2 eLearning 1 hour+ Embracing Organizational Change Skillsoft eLearning 1 Hour
Internal Customer Service Skillsoft
eLearning 1 Hour
Managing Yourself and Those Around You
Skillsoft
eLearning 4 Hours
Professionalism, Business Etiquette, and Personal Accountability
Skillsoft
eLearning 1 Hour
Additional Training & Development
1 Harvard ManageMentor™ (HMM) license required to access all HMM eLearning. 2 Skillsoft® eLibrary license required to access Skillsoft eLearning.
Resources
Employee’s Feedback
Objectives / Notes
Training Roadmap
Course Learning
Environment
Time
Commitment Due Date
Completion Date
Manager’s Approval Administrative Professionals
Virtual Conference Webinars 5 Hours
Advancing Your Administrative Career
Skillsoft1
eLearning 3 Hours
Administrative Professionals: Representing Your Boss
Skillsoft
eLearning 1 Hour
Partnering With Your Boss Skillsoft
eLearning 3 Hours
Getting Results without Direct Authority: Building
Relationships and Credibility
Skillsoft
eLearning 1 Hour
Getting Results without Direct Authority: Influencing Your Boss
Skillsoft
eLearning 1 Hour
Getting Results without Direct Authority: Persuasive
Communication
Skillsoft
eLearning 1 Hour
Getting Results without Direct Authority: Reciprocity
Skillsoft
eLearning 1 Hour
Additional Training & Development
Resources
Employee’s Feedback
Objectives / Notes
Training Roadmap
Simulation Learning
Environment
Time
Commitment Due Date
Completion Date
Manager’s Approval Essential Skills for
Administrative Professionals Simulation Skillsoft1 Simulation (eLearning) 30 Minutes Effective Administrative Support Simulation Skillsoft Simulation (eLearning) 30 Minutes Advanced Administrative Support Simulation Skillsoft Simulation (eLearning) 30 Minutes
Additional Training & Development
1 Skillsoft eLibrary license required to access Skillsoft simulations.
Resources
Employee’s Feedback
Objectives / Notes
Training Roadmap
Resource Learning
Environment
Time
Commitment Due Date
Completion Date
Manager’s Approval Asking a Colleague for Help Skillsoft
1
Job Aid n/a
Avoiding Time-wasters Skillsoft
Job Aid n/a
How to Support Your Boss and Colleagues
Skillsoft
SkillBrief n/a
How To Anticipate the Needs of Your Boss
Skillsoft
SkillBrief n/a
Improving a Work Process HMM
2
Worksheet n/a
Persuasion Self-Assessment HMM
Worksheet n/a
Tying Role Clarity to Internal Customer Service
(Featuring Doug Brown)
Skillsoft3
Leadership Channel
5 Minutes (Video)
Master the Message:
Communicating for Success (Presented by Edge Training Systems) Skillsoft Leadership Channel 17 Minutes (Video with support materials)
Additional Training & Development
1 Skillsoft® eLibrary license required to access job aids and SkillBriefs. 2 Harvard ManageMentor™ (HMM) license required to access worksheets. 3 Skillsoft Leadership Channel license required to access videos.
