Clerical Skills Development For Administration Clerks And Assistants

 Objective

Improve the professionalism of the staff and enhance their image in the organization

Upon completion of this programme, the participants will be able to:

• To build effective working relationship with others
• To learn how to communicate better with peers, subordinates and superiors
• Learn how to handle visitors professionally
• To manage unproductive time and work
• To enhance telephone communication skills
• Improve self-confidence and build a personality
• Produce clearly presented letters in appropriate layouts
• Know the key issues and supporting details when preparing a business letter
• Being aware of the correct grammar used in business writing
• Using concise and appropriate language

Who Should Attend

Clerical and Administrative Personnel’s will find this programme highly beneficial and the lessons learned could be directly applied to your esteemed organization.

Level: Clerical staff and above.

Methodology

This two-day programme is highly interactive with mixtures of lectures, group work and discussions. Be ready to participate and learn from your experienced facilitator

Module

• ROLES AND RESPONSIBILITIES OF CLERICAL STAFF
  • Roles, Responsibility And Challenges
  • Understanding The Organization Culture
  • Understanding The Office Skills Involved
• MANAGING AND DEVELOPING OFFICE ADMINISTRATION FUNCTIONS
  • Priorities And Planning For The Day
  • Cutting Setting Out Unproductive Time
  • How to Increase Your Productivity?
  • Time-Wasters – Reducing Ineffectiveness In Workplace
  • Tools That Help In Time Management
• CUSTOMER SERVICE EXCELLENCE
  • Why Should We Be Concerned?
  • Customers’ Expectation-Defining Performance Criteria.
  • Determine Perception Criteria
  • Moments Of Truth
• GROOMING PERSONAL AND DRESS CODE
  • Building Self-Confidence And Personality
  • Personal Appearance
  • Dirts And Diamonds In You
  • You Represent Your Organization
• BUSINESS TELEPHONE ETIQUETTE
  • Five (5) Dimensions Of Customer Service On The Phone
  • Four (4) Aspects Of Communications
  • Handling In-Coming Calls
  • Handling Upset Callers
• COMMUNICATE TO DEVELOP RELATIONSHIPS
  • Three (3) Parts Of Communication
  • The Do’s And Don’ts Of Speaking
  • Improving Listening Skills
  • Diffusing Aggressive Behavior
• CONCEPTS OF FILING SYSTEM
  • Objective Of A Filing System
  • Activities In A Filing System
  • Classification, Indexing, Retrievals
  • Essence Of A Good Filing System
• BUSINESS WRITING
  • Fundamentals Of Business Writing
  • Writing For Results
  • Opening, Body And Closing
  • Application- Memos, Letters Responding To Complaints