Administration Skills
Booking this course
If you would like to talk to us about running
an Administration Skills course, please contact us:
Tel + 44 (0)1789 734343 or email us at
admin@proskill.com |
Being competent in the ‘technical’ skills of the job is no
longer enough. If we do not have appropriate skills - we cannot
communicate effectively with internal and external customers. Your
participants will learn the key skills.
Overview
Administration roles today require a variety of skills
to help develop and build relations with internal and external
customers. In a highly competitive environment, these
communication skills are often more important than ‘technical’
skills. Promotion of professional staff is often, at least in
part, affected by the people skills of the individual.
This practical and stimulating course provides participants with
the understanding, ideas and techniques they need to be
successful. They will have the opportunity to address their own
situations with external and internal customers.
Who Should Attend
Anyone dealing with external or internal customers.
Duration
2 Days
Administration Skills - Course Objectives
Participants will learn:
-
how to ensure the right perception of customer
care
-
how to handle difficult situations
-
the key skills of questioning and how to apply
them
-
about their own and others’ behaviours and how
to manage the differences
-
how to improve their ‘Active’ listening skills
and use them to ensure greater effectiveness
-
the importance of taking ownership of a problem
-
the errors/challenges and how to overcome them
-
how to use Transactional Analysis to ensure a
productive outcome
-
how to recognise, use and control Non-Verbal
Communication
Administration Skills -
Course Outline
What Customers Want
Ensuring customers feel important and understood
Customer perceptions
Controlling the perception of the best service
Our role in competition
Internal and external customers
Handling Difficult Situations
Difficult situations can be good news
Common errors
The method of handling difficult situations
Problem ownership and ‘follow-through’
Questioning Skills
The role of questioning skills in handling difficult people and
other professional situations
The structure of a good question
Question types and their use
Using questions to obtain information
Behaviour Versatility
Identifying own behaviour
Recognising different types
Managing the interaction
Listening Skills
Barriers to effective listening
The difference between ‘Active’ and ‘Passive’ listening
How to use ‘Active’ listening to demonstrate interest and obtain
information
How to use ‘Active’ listening to steer a conversation
Owning The Problem
How minor comments can have major impact
Develop an awareness of use of language to make a good impression
Telephone Skills
Differences between telephone and face-to-face communication
Overcoming the disadvantages of the telephone
Developing an effective personal style
Transactional Analysis
How Transactional Analysis can help in difficult situations
States of mind and how we interact with others
Questions to change a person’s state of mind
‘Rules’ to ensure a productive outcome
Building relationships
Drivers and motivators
Non-Verbal Communication
Pitfalls and considerations
N.V.C. components and patterns
How to control your N.V.C. |
