Better Office Skills and Service

betterThis course applies dynamic experimental learning approach to the learning process.  Using this approach, we are able to build a practical knowledge base of learned skills that improve support staff on-the-job and work team performance.

Duration:

1 to 2 Days

Background:

Clerical, secretarial, and administrative personnel make an office efficient and effective.  Combined, these roles make up over a third of white-collar employees in the Federal Government.  This program is designed to help this critical workforce segment do develop and improve the skills and attitudes needed to effectively perform their mission.

The goal is to provide the basic learned skills that may be improved upon with practice.  Every employee strives for excellence and ensuring that the skills and knowledge exist to provide quality interactions from your staff is critical.

Objectives:

After successfully completing this course, the attendee should be able to:

  • Understand how to increase and enhance their personal level of productivity and effectiveness as a member of their agency work team.
  • Present strategies for immediate use toward attaining higher personal achievement by getting more done each day through increased utilization of planning and proper time use.
  • Create building blocks to an effective positive attitude and interpersonal communication.
  • Improve their personal telephone interactions.
  • Identify the elements of human relations and how to apply them to everyday situations.
  • Polish to the skills needed to produce maximum benefit for themselves, their managers, and their agencies.

Content:

This course has three sections:

  • The Planning Process
  • Understanding Human Relations
  • Effective Telephone Techniques

The Planning Process:

How to prevent potential problems from occurring

  • Skills for more effective planning and scheduling of work
  • Tools needed to develop a plan, simple or complex
  • Establishing alternative solutions to problems

Understanding Human Relations:

  • Enhancing agency efficiency and intercommunication
  • Using Transactional Analysis to understand human behavior
  • Techniques that lead to effective human relations

Effective Telephone Techniques:

  • Communicating a proficient, professional telephone image
  • Projecting a friendly, persuasive telephone personality
  • Procedures for difficult callers
  • Uniform message taking, hold, and forwarding
  • Telephone etiquette

Methods:

The Lausanne Institute is committed to the application of classroom learning to the workplace setting. We employ a variety of instructional training methods to assure skills transfer. These include:

  • Group Dynamics
  • Guided Conferences
  • Simulations
  • Case Studies
  • Lecturettes
  • Skill Practice Exercises