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[Home] [Back to Courses] [Front Line Courses] Communication Skills for the Secretary(Depending on the skills level of delegates, this is a one- or two-day programme) This programme is ideal for personnel who are new to the secretarial function as well as experienced staff who wish to up-grade existing skills. The programme is skills based, practical and adapted to suit the requirements of each delegate. Role-plays and role-modelling exercises concentrate on situations expected to be encountered during a business day and examples of effective skills for dealing with challenging situations, are incorporated. The objective
of the training is to prepare delegates to be able to use the practical
communication skills in the work environment even when working under pressure.
If sales skills are essential for the Call Centre, these will be included in
training and in this event, a two-day programme would be essential. Programme Content: What is expected in the new millennium from the secretary? How to take control of the in-coming call quickly and immediately establish what the caller requires. How to use the telephone efficiently and effectively during out-bound calls. Other advanced telephone communication skills. How to say "no" or give "bad news" and still build a positive relationship. How to share time management and organisational skills with those you work with. How to remain assertive without projecting aggression. Advanced face-to-face communication skills. Some advanced service excellence techniques that you can offer to both your internal and external clients during every contact. How to turn conflict into an opportunity to build positive long-term relationships with customers/clients or colleagues. How to decide when to take messages and how to refer queries in the most efficient manner to other divisions in your company. Some tips on how to manage the flood of e-mails that might invade your day. How to prioritise and communicate your priorities when you are assisting more than one manager or other colleagues. Stress management skills and some tips that will assist you to become or remain self-motivated even when you are having a less successful day or the pressure is mounting. A strategy for you to implement to eliminate the factors that are preventing you from being as effective as you can be in the work environment. A strategy to ensure that your skills measure up after training to the high standard that is demanded from a secretary. Programme Originator: Renett Estelle Grové
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For further information, please
contact: Randburg – Johannesburg – South Africa Copyright © 2008
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