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PERSONAL ASSISTANT AND SECRETARY DEVELOPMENT PROGRAMME Keeping the boss organised, on time, and on track is often a challenge, especially when you are not in charge. During this training seminar, participants will learn how to run a stellar office and stay in control, no matter how hectic the day gets. Additionally, they will discover how to build personal credibility, use techniques for better listening, deal with difficult people, handle negative situations, and more. Skills practice exercises are interactive, allowing participants to practice what they have learned in a fun, high-energy environment. The “Personal Assistant and Secretarial Development Programme” is the ideal conference for those needing to improve their administrative assistant skills or for those looking for the extra business edge. » Based on SAQA's Unit Standard ID 12153, NQF level 4, 5 Credits
» Based on SAQA's Unit Standard ID10388, NQF level 4, 3 credits
» Based on SAQA's Unit Standard ID 110023 NQF Level 4, 6 Credits
LEARNING CONTENT
We will cover topics such as: Super Assistant: What the Boss Expects
Minute taking Protocol and Professional Business Writing
Styles and Different Kinds of Bosses
Professional Presence: Looking and Acting the Part
Difficult Personalities and Difficult Situations: Dealing with Challenges
Time Management, Conflict Management & Stress Management
Personal Branding
Project Planning
RECEPTIONIST AND FRONTLINE TRAINING PROGRAMME
First impressions last, and staff who work in any reception area are vital members of the corporate team. Their level of performance is invaluable to the overall success of an organisation. Covering all aspects of the role, from answering the telephone to dealing with visitors, this Receptionist Skills training course is suitable for anyone who works in a "front office" situation. A small investment in our one-day workshop “Receptionist and Frontline Training Programme” will deliver huge dividends in the form of a telephonist/receptionist that will do you proud in every dealing with your visitors, in person or by phone.
Based on SAQA's Unit Standard ID 7790 NQF Level 3 Credits 3
LEARNING CONTENT
Telephone Techniques
Dealing with incoming calls.
How to sound confident, interested and helpful.
Outgoing calls.
How to deal with telephone calls and visitors simultaneously.
Complaint Handling
Establishing source of complaint.
Remaining polite and helpful.
Developing a Personal Commitment to Quality Service
Helping customers to make the right choice.
Discretion and tactfulness.
Communication Skills and How to Use Them
Examining the importance of body language and telephone behaviour.
The Importance of First Impressions
Projecting a professional image.
Using your voice.
How to remain calm and composed under pressure.
Customer Relations
What influences customer choice.
Understanding customer needs and attitudes.
Dealing with awkward customers on the telephone and face-to-face.
TRAIN-THE-TRAINER (Education and Training Development Practitioner) WORKSHOP COURSE OVERVIEW Our Train-the-Trainer workshop is aimed at those new to training to enable them to make an effective contribution to the training and development of others. It will give trainers the basic skills and knowledge needed as a foundation from which they can later develop the specialist skills of identifying training needs, training design, training delivery and training evaluation. The aim of the Train-the-Trainer programme is to enable learners to facilitate a well structured and varied programme of learning, implement the principles of OBE, use a range of teaching methods and encourage learners to participate actively and confidently in the learning process. The course is designed to help the individual who is not—or at least not yet—a professional trainer. The focus is on the supervisor, manager or brand new trainer who has been asked to present or train a group of individuals—a task for which he or she has little prior experience.
LEARNING OUTCOMES
Get updated on the latest tools & techniques
Learn how to create a dynamic learning experience
Learn how to capture & keep attention
Understand how to make dull content exciting
Learn how to manage group dynamics effectively
Identify factors affecting the learning process
Understand different learning styles and their implication
LEARNING CONTENT
Plan for facilitation
Gain knowledge and understanding of facilitation methods
Understand adult learning principles and learning styles
Planning Training and Developing Objectives
Planning and Designing the Program
Training Methods
Environmental Concerns
Designing a Learning Sequence
Types of Trainers
Setting the Climate
Common Errors in Training
Characteristics of an Effective Trainer
Visual Aids
About Evaluations
UNIT STANDARD ALIGNMENTS
This course will prepare learners to facilitate learning events using the skills based approach and perform post-course and RPL assessments for learners. The course addresses the requirements of SAQA registered Unit Standards 7384 – “Facilitate and Adult Learning Event” and 115753 – “Conduct Outcome Based Assessments”. Enrolment is open to anyone seeking national facilitation and assessment qualifications. Learners will earn a national qualification as an ETDP (Education and Training Practitioner) and will receive RPL for Unit Standards US7384-NQF Level 4–16 Credits; US115753–NQF Level 5–15 Credits. Competence in these two unit standards means that when delivering training materials our Students meet SETA requirements for learner recognition and skills levy refunds.
RECOGNITION
Students will receive Certification upon successful completion of ‘Train-the-Trainer Advanced Facilitation Practitioner - ETDP (Education and Training Practitioner)’ US7384-NQF Level 4–16 Credits; US115753–NQF Level 5–15 Credits. SECRETARIAL OFFICE ADMINISTRATION MANAGEMENT PROGRAMME The office function is at the heart of every business concern. The Office activities may range from simply processing customers’ orders, typing and general clerical work to more complex tasks involving production planning, stock control, distribution and export procedures.
Personal Assistants, Secretaries and all Office Staff, responsible for directing these operations and the work of all other office staff, need a clear understanding of these activities. This course provides students with the knowledge and skills they will require for ultimately undertaking an Administration Management role whether it is in a private or public organisation. » Based on SAQA's Unit Standard ID 67465, NQF level 4 LEARNING CONTENT The core component contains competencies in Information Handling, Communications, Enterprise/customer service, Technology, Organisational skills, Self-development, Teamwork and Business policies and procedures. The elective component allows the learner to gain specialist knowledge, skills and insight in the areas of Reception, Executive Administration
and Human Resources We will cover topics such as: 1. Commercial Essentials and Customer Care
2. Business Communications
3. Interpersonal Skills
4. Drawing Up and Incorporating of Office Procedures
5. Understanding Modern Office Practices, Policies & Procedures
6. Human Resources Administration ESSENTIAL OFFICE SKILLS FOR PA’S, SECRETARIES AND OFFICE SUPPORT STAFF – 2 DAYS This seminar allows those working in an administrative office environment to develop the skills required to be part of an effective office. You will develop techniques and strategies for effective planning, organising and confident communication. Discover the many tools that can help you manage your time, prioritise and work more effectively meaning you have more time to complete critical urgent tasks. Learn how to proactively contribute to the successful achievement of your individual goals and to the successful running of an office. Certification: NQF Level 4, 6 Credits DAY 1 Super Assistant: What the Boss Expects.
Styles and Different Kinds of Bosses;
Professional Presence: Looking and Acting the Part;
Difficult Personalities and Difficult Situations: Dealing with Challenges;
Time Management;
Conflict Management;
Stress Management;
Personal Branding;
Project Planning; DAY 2 Effective Diary Management;
Successful Events Management;
Professional Business Writing;
Travel Arrangements;
Meetings, Minutes and Conference Management;
Accurate Filing and Recordkeeping; and
Tools of the Trade: Voicemail, Email, Memos, and More;
PROFESSIONAL BUSINESS WRITING AND MINUTE TAKING PROTOCOL
In today’s busy working environment it is essential to produce clear, reader-friendly business writing to tight deadlines. Many professionals working in large international companies have excellent spoken communication skills but lack confidence when writing business documents. Our business writing and minute taking course, Effective Minute taking Protocol, will enable delegates to professionalise their writing skills through presentation and discussion of key elements of good business writing such as planning, style, audience awareness, punctuation and language choice. You will also analyse and practice writing a range of documents including professional correspondence, business reports, minutes of meetings and tenders and proposals. OBJECTIVES AND LEARNING CONTENT By the end of this course you will learn how: To learn the value of good written communication.
To learn how to write and proofread your work so it is clear, concise, complete, and correct.
Revisit the rules of good grammar and clear communication.
Improve sentence construction and paragraph development.
Develop effective business letters for tough situations.
Discuss e-mail etiquette.
Develop an appropriate writing style and format for your letters, business cases and reports.
Learners will be able to draw up an agenda and produce professional, concise and accurate minutes for formal and informal meetings
They will understand that the important criteria for effective meetings should be to encourage effective communication and understand the importance of their role in that process
Demonstrate an understanding of the rules of grammar, tenses most frequently used in business grammar, vocabulary and punctuation rules.
OFFICE CLEANING AND TEA LADY TRAINING PROGRAMME
The Tea Lady plays a key role in providing a refreshment service to the company’s customers and staff. Emphasis is placed on basic communication skills, stock control, cleaning, time management and problem solving which makes this an indispensable workshop. It is a comprehensive course which assists and provides the learner with increased workplace management skills. We accelerate a sense of responsibility in the workplace; improve attention to detail and time management and organisational skills. Learners have greater confidence through increased competence. LEARNING CONTENT WORKPLACE MANAGEMENT & LIFESKILLS: Communication and ethics in the workplace
Communication techniques
Telephone skills
Office and personal safety and security
Comprehensive cleaning, product usage and wastage control
Personal and hygienic practice in the workplace
Understanding and scheduling of duties within a work plan
Shopping list compilation
Table and tray settings
Cleaning
Maintain personal hygiene, health and presentation
First aid and CPR
HIV/Aids awareness
Understanding employer expectations
PROFESSIONAL BUSINESS PRESENCE AND IMAGE IMPROVEMENT PROTOCOL
Participants will learn to master the principles of image enhancement, self-esteem, wardrobe planning, color analysis, professional business etiquette and communication. It is a life-changing program, designed with the total person concept of mental, emotional, physical and spiritual balance. It gives participants greater insights into how to achieve their unique potential and to help others do so, as well. Image Improvement
Personality Style Dressing
Portraying a Professional Image
Colour coding what you wear
Professional Communication Skills
Business Writing Protocol
Personal Grooming
Enhance your Physique
Dynamic Body Language
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