Course Outline

Communication:

• The communication model
• Barriers to communication
• Appropriate methods of communication for different functions.
• Presenting Yourself Positively:
• First impressions
• Communicating without words!
• Make speaking work for you
• Adding value to yourself
• Interpersonal Skills -  gaining the trust & confidence of others & exhibiting sensitivity
• What you should bring to a job to impress others

Effective Presentations:

• Pre- presentation considerationHow to turn an audience off!
• Use of visual materials
• Presentation techniques
• Vocal delivery
• Non verbal delivery
• Managing anxiety

Telephone Techniques:

• Improve comfort & confidence when using the phone
• Use customer service strategies that get results
• How to enhance the public's image of the organisation by providing superior customer service over the phone
• Dealing with difficult callers

Team Building:

• Group development
• Recognising the stages of development, interpersonal issues, Leader action strategies & likely responses for each stage of development
• Group roles
• Barriers to team building
• Virtual teams
• 3 types of group behaviour & their functions
• How to deal with problem behaviour in meetings

Time Management:

• Myths about time management
• 4 rules for making the best use of time
• The importance of the first 2 hours at work
• Common time management problems
• Managing correspondence
• The price of not being organised
• Tools for time management

Course Objectives

Those with limited experience of the office environment, probably within their first year of office work or returning to work after a career break.

Target Audience / Entry Requirements

Those with limited experience of the office environment, probably within their first year of office work or returning to work after a career break.