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This program is designed for office and administrative staff who have to manage their office and their time effectively.
Duration : 2 Days.
Delegates : Group Training.
- Module Content:
- Basic Voice Production.
- Tonal Variety including Assertiveness.
- Telephone Management.
- Client Service.
- Enthusiasm and the "Vocal Smile”.
- Developing a Positive Attitude and Confidence Building.
- Conveying a Professional Image.
- Listening Techniques.
- Question and Answer Techniques.
- Dealing with Irate Callers and Complaints.
- Thinking On Your Feet.
- Self Analysis.
- Conflict Resolution.
- Personality Types and Behavioural Styles.
- Stress Management.
- Body Language and Gesture.
Office Management Programme Specific Outcomes:
Basic voice projection is learnt, Effective telephone management is studied. Excellent customer service techniques are developed, The importance of “enthusiasm” and the “vocal smile” is instilled.The development of a positive attitude is encouraged, Confidence is built, Assertiveness vs. aggression is studied,The capacity to convey a professional image is developed, Appropriate styles of clothing and dress are encouraged.Listening skills are developed, Conflict resolution skills are developed, Techniques on how to effectively manage your boss, colleagues and clients are developed,Techniques on how to deal with irate callers and clients are taught and established.Thinking on your feet capacity is developed, Skills of observation and perception are developed, Self analysis and self growth capacity is developed, Personality types and behavioural styles are developed.Conflict resolution techniques are instilled, Stress management techniques are taught, The importance of effective body language is instilled, Business writing skills are developed, General office challenges are discussed, brain stormed and solved. Emotional intelligence techniques are taught.
*Please note the price is per delegate.
Training Manual, Voice Clinic Pen, Refreshments, Lunch, Certificate of Completion.