Executive Secretaries Personal Assistant Training Course Course

 

Description

Executive Secretaries Personal Assistant Training Course Course: Introduction

In this course we teach participants all the skill sets they need to have to be excellent executive and personal assistants.

Executive Secretaries Personal Assistant Training Course Course :Course Outline

DAY 1

1. Telephone skills and Etiquette
Introduction to Telephone Communication
The Importance of Answering Calls in a Professional Manner
Company Image
Different Communication Styles
Elements of speech – Pronunciation

2. Customer Focus
A Polite and Friendly Image
Needs and Benefits of Customer Service
Cultivating a Service Attitude
Assisting Customers with Requests
Handling difficult callers

3. Communicating on the telephone
Build Customer Loyalty
Communicating successfully with the caller
Telephone Time Management

4. Technology
Teleconferencing
Telephone aids
Telephone toolkit

5. Telephone Aids
Hands-free
Recording
Bridges/Conferencing
Other

6. Telephone Etiquette
Good Telephone Manners
Transferring and holding calls correctly
Do’s and Taboos

7. Dealing with Difficult Callers
Role-Play
How to handle difficult callers successfully
Basic Errors
Constructive feedback

8. Incoming and Outgoing Telephone Calls
Effective questioning
Establishing the caller’s needs
Listening skills and rapport building
Create a positive impression of your company

9. Taking Messages
Be Accurate and Effective
Being responsible and accountable

10. Practical Skills Application
Action plan to apply learned skills

DAY 2:

1. Business Etiquette and Protocol
Introduction
Definition
Protocol guidelines
Protocol in the business sector

2. Business Introductions
Name Tags
Titles and Seniority

3. Ethics
Do’s and Don’ts
Punctuality
Holy and National Days
Business Cards
Level of Communication
Personal Circumstances

4. Protocol in the Business Sector
Questionnaire
General Guidelines
Company Protocol
Behaviour
Being an Ambassador
Respect
Confidence and Body Language
Be Informed

5. Forms of address
Guidelines

6. Professional Image
Time Concept
Attitude and Emotions
Dress Code
Relationships

7. Guidelines for Business Dress Codes
Classic Styles and Colours
Hairstyle, Make-up and Accessories
Dress codes for different occasions

8. Meeting Protocol
Purpose
Punctuality
Communication
Documentation
Facilities
Safety

9. Cultural Contexting and Interactions
High Context and Low Context
Cultural Commonalities
Gender Roles
Non-verbal Communication
Visual Aids
Interpreters

10. Cultural Guidelines – Gifts
Exchange of Gifts
Gift Policy Guidelines
Presentation of Gifts

11. Conversation
Attitude
Topics for Conversation
Sensitive Topics
Cultural Diversity and Respect
Ethnic Jokes
Questions
Listening skills
7 Ways to be a Good Conversationalist
Do’s and Taboos

Executive Secretaries Personal Assistant Training Course Course: Course Duration

2 day/s

Who should attend: Executive Secretaries Personal Assistant Training Course Course

This course is intended for receptionists and PA’s.

**Quote does not include Any Exam Fees (if applicable)

IMPORTANT ACTION: Do Not Wait To Improve Your Skills.  

Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal

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