WHO SHOULD ATTEND?

This program is intended for Personal Assistants, Secretaries
 

LEARNING OUTCOMES

By the end of this programme, the participants will be able to:

• Become highly organised using smart, efficient systems
• Manage time more effectively & strategically
• Master prioritisation of time and complete all important tasks
• Use highly effective verbal and nonverbal communication techniques
• Be more proactive and empowered in their role
• Communicate more effectively with their manager
• Improve their customer service skills, with both internal and external customers
• Gain an insight into the importance of caring for themselves
   

COURSE OVERVIEW & CONTENT

Office professionals provide the first impression for clients and customers. By offering high-level skills, you can reach out to visitors, customers, and clients, allowing them to see your company as being the one they should choose for their needs. Learn the skills to help you use your resources efficiently, manage your time wisely, communicate effectively and collaborate with others skillfully. The practical skills and techniques you will learn in this course will help you support your manager, and present yourself as a professional confidence-inspiring team member.
 

• Job Functions Of An Office Professional

• Understanding What You Do
• Understanding Expectations
   

• Communication Skills

• Listening And Hearing: They Aren't The Same
• Asking Questions
• Communicating With Power
• Body Language
• The Signals You Send To Others
• It's Not What You Say, It's How You Say It
   

• It’s All About The Customer!

• Who Is Your Customer
• Improving Customer Service
• How Do You Add Value To The Customer Interaction?
• Handling Customer Complaints
   

• Getting Organised (Part 1)

• Dealing With Email
• Managing Electronic Files
• Diary Management
• Keeping Track Of The Paper Trail
• Filing Issues And Techniques
• Making The Most Of Voice Mail
   

• Getting Organised (Part 2)

• Keeping Your Workspace Organised
• Using A To-Do Book
• The Extra Mile: Adding Project Management Techniques To Your Toolbox
• Working With Your Manager
• Managing Multiple Bosses
   

• Managing Time

• Managing Your Time
• Prioritising
• The Secret To Staying On Track
• Goal Setting
• Keeping Others On Track
• Maintaining Schedules
• Planning Meetings
   

• Empowering Yourself

• Being Assertive
• Resolving Conflict
• Building Consensus
• Influencing Others
   

• Taking Care Of Yourself

• Ergonomics
• Stress Management
• Dealing With A Heavy Workload
   

TRAINING METHODOLOGY

• Group Discussions
• Group & Individual Exercises
• Presentations
• Activities And Games
• Self-Assessments
• Action Plan
   

COURSE DURATION: TWO DAY