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Mosedimosi Business Training cc
P O Box 3137, Kenmare,
34 Glen Street, Kenmare,
South Africa
Tel: +27 (0) 11 664 7574
Fax: +27 (0)88011 664 7574


Critical skills toolbox for junior Secretaries and PAs
This is an entry level course for Secretaries, PAs and Administrative officers as it focuses on the roles and responsibilities of people in support functions. It is ideal for newly appointed secretarial staff who will benefit from getting an overall view of what the important support function entails.

  Course content
  • Specific outcomes

1. The role of the secretary/PA At the end of this module learners will be able to: "Understand the vision, mission, values and strategic objectives of their organisation "Describe an objective setting process "Determine their career vision, values and objectives "Link their own work goals to that of their organisation "Understand the importance of setting measurable goals "Draw up action plans to help them achieve their goals "Describe the concept of self-leadership "Create a link between self-leadership and being a secretary in the corporate environment 2. Professional communication At the end of this module learners will be able to: "Know the definition of communication "Know and understand the three different forms of communication "Explain how to identify the needs, wants and expectations of team members "Be aware of the barriers to communication "Know what to do to improve their ability to communicate and to "read" people "Understand why secretaries should listen carefully "Assess their listening skills "Describe various practical ways of communicating professionally 3. Building a relationship with your internal customers At the end of the module, learners will be able to "Review the role of interpersonal skills and EQ in business effectiveness "Identify the key managers and team-members with whom they must work "Apply the concept of social styles to achieve a deeper understanding of where they and the stakeholders with whom they interact have a style match or a style mismatch "Link social styles to a better understanding of team members' reactions to pressures "List the distinguishing characteristics of effective teams "Assess their teams against these characteristics and against a model of the life cycle of a team "Review the roles which must be played in a team for it to reach full effectiveness, identifying the roles each member plays in their team "Complete an overall checklist covering team issues (strengths and weaknesses etc) "Assess their teams against a checklist of signs of "team trouble" 4. Telephone and reception skills At the end of this module learners will be able to: "Explain their role in the organisation and why it is important to have good telephone skills "Demonstrate how to deal with a busy switchboard "Demonstrate how to take an incoming call at the front line or on an extension "Demonstrate "best practice" when screening a call, taking a message or transferring a call "Understand the principles of telephone courtesy and etiquette "List the needs and expectations which most customers have "Describe how to deal with difficult customers on the telephone "Address the needs and expectations of their external and internal customers "Describe the role of a reception area and list standards for reception "Describe the functions and list the roles of a receptionist "Demonstrate ways to use good "body language" in the reception position, handle "emotional leakage", etc "List ways in which receptionists can become better communicators "Define the concept of courtesy "Create best practice and worst practice courtesy portraits "Describe how to deal with difficult customers in reception "Demonstrate how to deal with visitors (with and without appointments), deliveries, etc "Assess their basic current levels of customer service to internal and external customers "Define what they consider to be excellent customer service. 5. Customer Service After attending this module learners will be able to: "Understand the importance of follow-up on customer queries and complaints "Recognise best practices and useful tools in providing superior customer service "Maintain courtesy throughout customer contact "Keep responsibility and ownership of the telephone call "Recognise the warning sings of potentially confrontational situations "Demonstrate how to dea

Price depends on whether the course will be facilitated inhouse or as a public workshop. Please contact Cor Faling at tel (011) 664 7574
Payment Methods
Internet transfer

Description Critical skills toolbox for junior Secretaries and PAs  

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