Training and Motivational Experts

Office Professionals

office professionals

Our Office Professional and Secretary Training focusses on all aspects related to this important role in the organisation.  Our offering includes specialised training for Secretaries & PA's, Office Administrators, Customer Care Staff, and employees who need to upskill. 

We also facilitate an Office Professional Development Programme consisting of 6 modules and is presented over the course of 3 - 6 months.

Most courses are available as either public or in-house interventions.  In-house facilitation includes a face-to-face meeting to ensure that we have an understanding of your specific culture, training requirements and will allow us to customise the intervention to suit your specific needs.

Please note that the course outlines on our website are summarised.  Should you need a comprehensive outline or customised proposal, we would love to meet with you to discuss your specific needs. This will enable us to submit a proposal that is in line with your expectations, your industry and your budget.

The Anger and Conflict Management training course will leave you armed with simple, practical and powerful conflict management skills that you can utilise in the workplace and in your personal life.

Employees often experience anger, frustration and conflict which if not resolved and managed can lead to increased stress and decreased productivity. The anger and conflict program is a practical program that will help employees deal with anger and conflict in a positive, energising manner. It will give the delegates helpful steps to manage anger in themselves and others. It will help them cope with stress and transform the way they manage emotions in themselves and in their work and home environment.

This practical Basic Finance Skills training course introduces delegates to the fundamentals of financial management. Delegates will become familiar with basic accounting concepts and terms, track business transactions, use universal accounting tools such as the general journal, general ledger, and trial balance. Course activities also cover the purpose and how to use the four financial statements-the income statement, the balance sheet, the cash flow statement, and the statement of stockholders' equity. Finally, delegates learn how to create and enforce a budget by analysing financial statements, setting objectives, and monitoring performance.

“The number one problem in today's generation and economy is the lack of financial literacy.” Alan Greenspan

Does your employees need more understanding of financial matters?

Are they confused by the financial terminology?

Are they responsible for budgeting and financial planning?

If so, this is the training intervention they require.

During this Business Etiquette training course your employees will learn the hidden value – and priceless potential – of image, etiquette and protocol and how it can make a difference to their career success and your business.

“Etiquette means behaving yourself a little better than is absolutely essential.” Will Cuppy

In life and in business first impressions as well as on-going interactions are critical because people buy from people. Employees’ appearance, attitude and behavior are therefore a direct reflection of your company and brand.

Whether it is appropriate dress or image, sending out professional business communication, wording an email correctly or having awareness about cultural sensitivities, having good business etiquette can give us the edge in almost every situation.

How does your employees measure up?

Don’t think about pursuing contacts anymore, but pursuing people. People have hopes, fears and dreams and more to them than just telephone numbers and e-mail addresses. (@insideview)

This training will allow your call centre employees to enter their work area with confidence knowing they are equipped to answer questions and overcome objections and ultimately close the deal.

 


Who should attend?

  • Call Centre agents
  • Contact Centre agents
  • Team leaders

After completion of the course the delegates will be able to:

  • Understand the importance of dealing effectively with customers
  • Understand the customer’s real needs
  • Learn key service attitudes and behaviours
  • Learn professional telephone etiquette
  • Understand and overcome the communication barriers of the telephone
  • Understand the best ways to listen and to be heard
  • Learn how to deliver bad news
  • Learn how to overcome objections
  • Understand how to deal with difficult customers

Training Outline

The importance of customers to our business

  • Why is customer service important?
  • What do customers really need from us?
  • Top tips to enable you to delight your customer
  • Managing customer expectations
  • Key behaviours you can adopt to attract and retain customers
  • Ways You Can Use Service to Increase Sales and Lower Costs in Your Contact Centre
  • The Top 10 Errors that Lead to Repeat Calls

Mastering the Call

  • Sales at our fingertips
  • The communication barriers of the telephone
  • Opening and closing the call
  • Perfecting your script
  • Prepare your own script – Classroom Exercise
  • How to listen actively on the phone
  • How to be heard effectively
  • How to deliver bad news
  • Expressing empathy and understanding
  • List of Customer Service Empathy Words
  • How to say “no” without losing the customer
  • Let’s negotiate, how to overcome objections
  • How to deal with difficult customers

 

During the Confidence and Assertiveness training course delegates will obtain the tools and techniques to boost their confidence and build their self-esteem.

Employees who are passive at work are often undervalued and ignored for promotion. Being more assertive will bring your employees better opportunities and more job satisfaction. Learning to act and speak in a more assertive way could help them overcome obstacles such as shyness, low self-esteem and a lack of confidence.

The Customer Intelligence training course equips you with the tools and skills to enhance your own Emotional Intelligence as well as that of your fellow team members, improve your inter-personal skills, communication skills and enables you to deal with conflict in an effective manner. It will equip you with tools to manage yourself and your team in an emotionally intelligent manner.

Customer Service is not a department, but an attitude. Customer service is the ability to provide a service or product in the way that it has been promised and then aiming to exceed the customer’s expectations. The course will also focus on Internal customer care and getting your organization and team to work together.

The Customer Service & Telephone Etiquette training course looks at Customer Service and the ability to provide a service or product in the way that it has been promised in order to exceed the customer’s expectations.

Many companies have mission statements and value propositions that state their commitment to customer care, but is everyone in your team focused on customer care and do they have the necessary skill and knowledge to care for your customer?

The Effective Business Writing Skills training course focusses on how to create business documents that say what you mean and achieve the results you want. This training not only covers the basics of how to improve your writing skills but also how to achieve the right result from your written correspondence. The purpose of this training course is to provide people with the skills to communicate accurately and effectively to their readers in business English. The training course focuses on using correct language and grammar as well as pointing out common language mistakes that are often made and deals with electronic and non-electronic written communication.

Business writing should be precise and succinct rather than creative; it stresses specificity and accuracy. Writing in a business environment requires writing with a unique purpose because you must assume that your audience has limited time in which to read it and is likely just to skim the document. Your readers have an interest in what you say insofar as it affects their working world. They want to know the “bottom line”: the point you are making about a situation or problem and how they should respond.

The Effective Communication for office professionals training course is designed to provide delegates with the skills, knowledge, techniques and strategies to communicate effectively so that they can get their point across in a confident, clear manner, improving efficiency and productivity.

As employees, it is vitally important to be able to communicate your thoughts and ideas effectively, using a variety of tools and medium. You will need to develop and use this skill throughout your years of employment. But it is often said that most people do not possess the ability to present themselves or their ideas well, when all that is needed is training, coaching and practice. Communicating effectively is an essential skill necessary for the fast changing environment business and employees are finding themselves in.

The Emotional Intelligence training course focusses on the fundamentals of EQ and will improve your inter-personal relationships, communication skills and increase your professional and personal success.

EQ, more than IQ, determines professional and personal growth and success. EQ can be developed to increase your skills in being organised, effective, focused and positively motivated.

The basic HIV & AIDS awareness training course has been developed for those who want to educate and improve their own general HIV & AIDS knowledge.

The Meeting Management and Minute Taking training course focusses on why meetings are an essential element of business communication and being able to organise, prepare for and take and distribute minutes efficiently is an important skill that can be learned and enhanced.

The Personal Assistant Masterclass training course is designed to enhance and improve the secretarial, administrative and people skills for secretaries.

The shift from the clichéd ―secretary of old, to the modern concept of ―”inner core assistant”, brings a level of job satisfaction and personal fulfilment the profession‘s trail-blazers could not have imagined.

This impactful, purpose-changing course is for everyone who wants to exponentially accelerate their personal growth.


Who should attend?

  • Any Level of Employee
  • Employees Who Have Difficulty Dealing with Confidence, Communication and Emotional Intelligence

 

Training Outline

Understanding Yourself, Your Colleagues and Your Clients

Self-Awareness

  • Intrapersonal Intelligence
  • Interpersonal or Social Intelligence
  • Vibration
  • Managing your Feelings
  • Johari Window
  • Understand the DISC personality profile

Confidence

  • What is Confidence?
  • A New Perspective on ‘failure’
  • The 5 Threats to the ‘Self’’
  • The Sedona Method for letting go of self-punishment
  • Confidence versus Competence
  • Building Self-Confidence
  • Excelling in your Role

Communication

  • Active Listening Skills
  • Five Conflict Styles (5 animals)
  • Assertive Communication
  • Respect and Rapport

The Emotional challenges of Your Role

  • An Interactive Exploration
  • Adopting an Emotionally Intelligent Approach

How to Raise your Emotional State

  • Techniques to Practice

The Ten Power Emotions of an Effective Person

Negotiating for Results

 

The Personal Finance Management training course is designed to equip the delegate with the knowledge, understanding and comprehension of financial stability and viability. 

“Financial fitness is not a pipe dream or a state of mind, it's a reality if you are willing to pursue it and embrace it.”   Will Robinson

The Personal Mastery training course focusses on clarifying and deepening our personal vision, focusing our energies, developing patience, and seeing reality objectively.

Personal Mastery – A journey towards continuous improvement.

The Professional Office Administration training course is aimed at all office administrators within an organization. The content covers all aspects of importance to this very important role and will give delegates not only the information they require to continuously improve their performance and the value they bring to their organisation, but also practical tools and tips that they can implement as soon as they get back to their workplace.

The Professional Telephone and Voice Etiquette training course focusses on modern telephone management skills and effective communication skills.

“There is no accomplishment so easy to acquire as politeness, and none more profitable.” George Bernard Shaw

One of the basics in a business is learning professional business telephone and voice etiquette because the telephone is part of everyday work and is often the first and only point of contact with some customers. It can potentially make or break a business relationship.

The Significant Secretary, Powerful PA training course will enable delegates to handle their variety of administrative and clerical duties in an efficient manner to ensure the smooth running of an organisation. It will explain the key role and responsibilities of a secretary/PA, how to better manage their time, organise their office space and how to deal with different and difficult people.

The Frontline Receptionist Skills training course will provide these important staff members with the knowledge and practical skills they need to add value to your brand experience with customers and staff members.

Receptionists and frontline staff everywhere are a vital part of the office environment, helping to keep day-to-day operations running smoothly. In addition they are often the first point of contact your clients have with your organisation, providing a moment of truth that can be critical in establishing a positive, professional impression of your brand.

The Time and Stress Management training course will enable delegates to better manage their own time, become pro-active, avoid procrastination and enable them to motivate themselves thereby reducing their levels of unhealthy stress.

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Prefer to talk to someone?

If you have questions about our training programmes, or simply need more information, call us on:
010 110 0226/7 (Gauteng) or
062 693 6681  / 061 695 2316 (Western Cape)