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ESSENTIAL OFFICE SKILLS FOR PA’S, SECRETARIES AND OFFICE SUPPORT STAFF |
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ESSENTIAL OFFICE SKILLS FOR PA’S, SECRETARIES AND OFFICE SUPPORT STAFF – 2 DAYS COURSE OVERVIEW 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 LEARNING CONTENT 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; COURSE FEE R2 890, 00 per delegate - Includes comprehensive training material, supplementary readers, certificate of completion, refreshments, lunch & snacks and parking vouchers. ENROLMENT FOR THIS PROGRAMME To enrol your delegate for this course, kindly e-mail Julie at
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or contact our office. DURATION, DATE AND VENUE The course will take place over 2 days - 09:00 to 16:00 as follows: | 21 & 22 February 2012 | Courtyard Hotel - Mowbray | Cape Town | | 28 & 29 February 2012 | Cotswold Conference Centre - Midrand | Gauteng | | 27 & 28 March 2012 | Convention Dynamics, Isando (Kempton Park) | Gauteng | | 17 & 18 April 2012 | Gauteng Conference Centre, Sandton | Gauteng | | 23 & 24 April 2012 | Courtyard Hotel - Mowbray | Cape Town | | 29 & 30 May 2012 | Ruimsig Golf View Manor, Ruimsig | Gauteng | | 26 & 27 June 2012 | Cotswold Conference Centre - Midrand | Gauteng | | 24 & 25 July 2012 | Convention Dynamics, Isando (Kempton Park) | Gauteng |
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Newsflash
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RECEPTIONIST AND FRONTLINE TRAINING PROGRAMME
telephone skills course, telephone training, customer service training, telephone etiquette, receptionist training, front staff training, frontline training, receptionist course, receptionist COURSE OVERVIEW
» Based on SAQA's Unit Standard ID 15234 NQF Level 5, 4 Credits 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.
OBJECTIVES
• Understand the importance, and use of, the telephone in delivering exceptional customer service
• Understanding the role of the receptionist in the workplace
• Implementing professional behaviour in the workplace according to dress code, voice projection, self image and posture
• Developing communication skills in writing, verbal and telephone
• Developing better customer service in the receptionist environment
• Maintain a clean and safe environment
• Processing and receiving calls
• Know how to deal with challenging callers & visitors
• Gain key skills in appropriate assertiveness
• Become more efficient & effective when dealing with clients and the public
• Manage your voice, deportment and demeanour for maximum advantage
• Convey a professional image to the public, your co-workers and your manager
DURATION, DATE AND VENUE
The course will take place over 1 day - 09:00 to 16:00 as follows: | DATE | VENUE | REGION | | 16 February 2012 | Cotswold Conference Centre - Midrand | Gauteng | | 23 February 2012 | Courtyard Hotel - Mowbray | Cape Town | | 15 March 2012 | Convention Dynamics, Isando (Kempton Park) | Gauteng | | 12 April 2012 | Gauteng Conference Centre, Sandton | Gauteng | | 25 April 2012 | Courtyard Hotel - Mowbray | Cape Town | | 17 May 2012 | Ruimsig Golf View Manor, Ruimsig | Gauteng | | 14 June 2012 | Cotswold Conference Centre - Midrand | Gauteng |
LEARNING CONTENT
- 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.
- Preparation and organisation.
- 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.
- 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.
- Turning negatives into positives.
- Developing a Personal Commitment to Quality Service
- Helping customers to make the right choice.
- Discretion and tactfulness.
PRICE/COST OPTIONS
R1 290, 00 per delegate - Includes comprehensive training material, supplementary readers, certificate of completion, refreshments, lunch & snacks and parking vouchers. ENROLMENT FOR THIS PROGRAMME To enrol for this course, kindly contact our office at (012) 376 4278. skills course, telephone training, customer service training, telephone etiquette, receptionist training, front staff training, frontline training, receptionist course, receptionist workshop |
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