COURSE OVERVIEW (2 DAYS)

 Fact: Personal effectiveness has a major impact on individual and work group functioning which, in turn, impacts on overall organisational effectiveness.

It is important to understand yourself and the day-to-day choices you make that impact your accomplishments and interactions with others.

This workshop will help you acquire skills for improving confidence, team building, and communication allowing you to achieve goals that will result in growth, change, and increased effectiveness.

This workshop includes dynamic trainee/trainer interactions and discussions, written and oral exercises, voice recordings, case studies, reflection, quizzes and a workbook for each participant to take back to the workplace.

TARGET AUDIENCE

This workshop is designed for administrative staff – Administrators, Secretaries, Clerks, Assistants, Sales Assistants, Sales Staff, Call Centre Agents, Professionals who work as Technical Support, Hot Line, or Help Desk, Customer Service Representatives, Operators, Receptionists, and everyone who needs to be effective in their office.

COURSE OUTLINE

SECTION 1:      Personal Best, Professional Best

·         What is my Best?

·         Professionalism

 SECTION 2:      Making a Good Impression

·         Putting Others at Ease

SECTION 3:      Distorted Thinking

·         Reasons for Distortion

SECTION 4:      Steps to Feeling Good

·         Practical Exercise

SECTION 5:      Assertiveness

·         What is assertiveness?

·         The assertiveness model

·         Dealing with tough issues

SECTION 6:      Communication

·         Defining communication

·         What makes a Good Communicator?

SECTION 7:      Asking and Listening

·         Open Questions

·         Closed Questions

·         Clarifying Questions

·         Active Listening

SECTION 8:      Non-Verbal Messages

SECTION 9:      Understanding People

·         Personality Styles

·         Dealing with Differences

·         Help Others Get What they Want

SECTION 10:    Self and Time Management

·         Self-Management

·         Time Management

·         Your Workspace

·         Task Efficiency

·         Being Proactive

·         Saying No

SECTION 11:    Setting Goals

·         SMART Goals

·         The Three P’s

·         Personal Action Plan

SECTION 12:    Working as a Team

·         The Team Machine

SECTION 13:    Difficult People

·         Defining Conflict

·         Blending

·         Redirecting

·         When Discussions Degenerate into Conflict

·         SOFTEN

SECTION 14:    Writing

·         The Four C’s

·         Punctuation Pointers

·         Letters and Memos

SECTION 15:    De-Stress Options You Can Use Right Now

·         Helpful Tips