Course Outline
Assertiveness Skills
In this introductory module you learn assertiveness techniques that will increase your effectiveness in the office and how to be diplomatic when you are communicating with your boss and co-workers. You will learn time tested negotiation techniques and how to eliminate nonverbal signals that under mind your message.
Time Management Skills
In this module you learn how to do routine jobs more efficiently, and how to reclaim wasted time to help you increase you effectiveness. We review the golden rules of time management and provide each participant with an evaluation of their current time management effectiveness.
The A,B, C’s of Business
In this module they learn that the A, B, C's of business must be studied, analyzed and managed in order to make positive impressions on others; these are: Appearance, Behavior and Communication.
Components of A Professional Image: Appearance
In this module they learn the components that make for a first-class business impression. We use visual examples to help the participants discover both obvious and subtle signals front-desk employees give before saying a single word. We examine the outward signs of those with a polished presence to give them a better sense of steps they can take immediately to create a professional image for themselves.
Behavior and Habits That Will Ruin Your Image
In this module they learn the behaviors and habits that can destroy not only your image but that of your organization. They will see how body language, mannerisms, appearance, and personal grooming considerations can enhance or destroy your credibility. Also, they will see that the physical space they occupy at work is an important part of your image that should not be neglected.
Body Language: I Can’t Hear What You Are Saying
In this module, participants learn how to interpret body language in themselves and others: Posture, Arm placement, Facial expressions, Smile, Body movements, Proximity and handshake speak volumes. They will become aware of your own body signals and learn how to “read” those others send; this will help them build rapport with your customers and clients. They learn the basics of how to interpret body language and use it as a silent form of communication. They will engage in interactive exercises and learn how even small details can promote a favorable impression on others.
Winning with Words: Verbal Communication Skills
In this module they learn how to use words effectively to convey the right message and attitude. In this section they also learn how tone of voice is a very important part of any communication process.
Improving Your Listening Skills
When you communicate in the office, one of the most important skills you can have is to listen effectively to ensure you hear the message correctly. Have you ever noticed how much time it takes to redo an assignment when you didn’t hear the message correctly? When we actively listen we ensure that the job gets done correctly the first time around. In this module we focus on how to listen effectively to ensure we deliver to everyone’s expectations.
Business Image on The Telephone
In this component the participants learn how to convey a positive image over the telephone by using appropriate greetings that are warm and welcoming. They learn ways to put callers on hold politely and how to avoid keeping them on hold indefinitely. They will also receive strategies for taking messages quickly and accurately, transferring calls with ease and grace, and ending calls with overly talkative callers without appearing abrupt or rude.
Effective and Professional E-mails
In this component the participants learn the basics of effective e-mail communication. We all know that one of the major advantages of e-mail correspondence is that it provides us with a quick means of communication. Unfortunately, because it’s a speedy means of communication, some interpret it as not needing much attention which opens the door to less formality and sometimes to communicating in an aggressive manner. If people are not sensitive to the nuances of communicating correctly via e-mails the following can occur: miscommunication, misunderstandings, loss of productivity, loss of trust - or even worst legal problems.
Clearing and Organizing Your Desk
In this module they learn techniques and tools they can use to clear and organizing your desk and maintain a professional environment.
Handling Difficult People With Diplomacy
Treating everyone with respect weather they deserve it requires tact and remarkable self control; in this module they learn courteous ways to handle visitors who are angry and impatient, or have no appointments. They will learn how to deal effectively with problematic customers without losing your patience or manners.
Steps to Reduce Stress at Work
This module includes valuable information on identifying what is causing them anxiety, irritation, and frustration in the workplace. They will learn techniques they can quickly and easily use to keep stress from overtaking your lives.
Action Plan
The last module helps them develop an individualized action plan. As a result of what they have been taught during this session, they will produce a list of goals and the steps they will have to take to improve your effectiveness at the front desk. They should be able to immediately implement your plans and see the benefit for them and the organization they represent.
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