Business Skills Outlines Including Office Admin

BUSINESS ETIQUETTE & PROFESSIONALISM
COURSE OUTLINE
DURATION: 3 Days
PHASE 1: WHAT IS BUSINESS ETIQUETTE?
The Role of Good Manners in Business
Some Etiquette Basics
PHASE 2: PRINCIPLES OF IMPECCABLE WORK BEHAVIOR
Basic Principles of Professional Behavior
PHASE 3: MEETING PEOPLE
You Are the Company
When Youre the Receptionist
When Youre In an Inside Office
Shaking Hands
Introducing People
PHASE 4: TELEPHONE ETIQUETTE
Using the Phone Properly
Answering Your Phone
When Callers Are Discourteous
Screening Calls
Making and Returning Calls
PHASE 5: ELECTRONIC ETIQUETTE
Use Electronics Courteously
Fax Machines
Answering Machines
133 Firefinch ave, Waterfall View, Waterfall 1682.
P.O.Box Address : 73 Silverstream Estate, Halfway House, Midrand, 1685
Directors: MD Mbambo e: donell@execstaff.co.za m: 072 861 2480 Thato Mbambo e : thato@execstaff.co.za m:
071 552 2373
Reg Number 2011/116997/07
Voice Mail
E-Mail
PHASE 6: PLANNING AND ATTENDING BUSINESS MEETINGS
Planning Meetings
Attending Meetings
PHASE 7: PLANNING AND ATTENDING MEAL MEETINGS
Planning Meal Meetings
Attending Business Meals
PHASE 8: BUSINESS INVITATIONS AND GIFTS
Sending Invitations
Responding to Invitations
Dont Go Empty-Handed
PHASE 9: MULTICULTURAL ETIQUETTE
Multicultural Etiquette
ASSERTIVENESS SKILLS
DURATION: 1 Day
COURSE OUTLINE
PHASE 1: HOW TO DEVELOP POSITIVE ASSERTIVENESS
Three Basic Behavior Styles
Can Behaviors Change?
PHASE 2: ENSURING SUCCESSFUL CHANGE
The Five Ps of Successful Change
Are You Using the Right Maps?
Self-Fulfilling Prophecy
Positive Mental Imagery
Programming Yourself for Success
PHASE 3: FEELINGS: THE EMOTIONAL PHASE OF ASSERTIVENESS
The Emotions of Assertiveness
Choice and Win-Win Relationships
Talking About Feelings
PHASE 4: CHANGING YOUR BEHAVIORS
Choosing Assertive Words Carefully
Body-Language Signals
Stop Signs and Green Lights
071 552 2373
Reg Number 2011/116997/07
PHASE 5: EXPANDING YOUR ASSERTIVENESS

Four Assertive Styles
Sending Assertive Messages
Identifying Styles to Enhance Communication
PHASE 6: ASSERTIVE POWER STEPS
Four Steps to Assertive Communication
PHASE 7: ASSERTIVE CONFRONTATION
Defining the Problem
Five Tools for Successful Confrontation
Active Listening
Goals for the Present and Future
Giving Yourself Credit for Success
BUSINESS WRITING SKILLS

DURATION: 1 DAY
COURSE OUTLINES
PHASE 1: BUSINESS WRITING
PHASE A: BASIC WRITING SKILLS
A-1:
Discussing basic writing skills
A-2:
Discussing the writing process
PHASE B: EFFECTIVE SENTENCES AND PARAGRAPHS
B-1:
Choosing the right words
B-2:
Discussing sentences
B-3:
Identifying the components of effective paragraphs
PHASE 2: WRITING SPECIFIC MESSAGES
PHASE A: BUSINESS LETTERS AND REPORTS
A-1:
Discussing business letters and reports
A-2:
Writing brief messages
PHASE B: WRITING OPINIONATED MESSAGES
B-1:
Discussing apology letters
B-2:
Discussing complaint letters
B-3:
Discussing persuasive messages
071 552 2373
Reg Number 2011/116997/07
PHASE 3: UNDERSTANDING PROPOSALS

PHASE A: PROPOSALS
A-1:
Discussing proposal types
PHASE B: CLIENT-FOCUSED PROPOSALS
B-1:
Knowing your client
B-2:
Identifying effective writing for proposals
PHASE 4: LETTER PROPOSALS
PHASE A: WRITING A LETTER PROPOSAL
A-1:
Writing the opening
A-2:
Writing the body
A-3:
Writing the closing
PHASE B: VISUALLY APPEALING PROPOSALS
B-1:
Making a proposal visually appealing
PHASE 5: FORMAL PROPOSALS
PHASE A: STRUCTURING FORMAL PROPOSALS
A-1:
Structuring a cover letter
A-2:
Formatting a title page
A-3:
Creating a table of contents
A-4:
Writing an executive summary
A-5:
Structuring the body
A-6:
Discussing appendices
PHASE B: VISUAL ELEMENTS AND EDITING
B-1: Using visual elements
EMOTIONAL INTELLIGENCE: DEVELOPING PEOPLE SMART STRATEGIES

DURATION: 2 DAYS
COURSE OUTLINE
PHASE 1: THINK SMART STRATEGIES
Making the Choice to Think Wisely
PHASE 1: SELF-AWARENESS SKILLS
Self-Awareness Skill Builder 1: Understand Your Brain
Self-Awareness Skill Builder 2: Hear Yourself Think
Self-Awareness Skill Builder 3: Stop Responding Automatically
The STEP Model
Motivators and Warning Signs
071 552 2373
Reg Number 2011/116997/07
Use a New Mental Script

PHASE 2: OPTIMISTIC THINKING
Optimism Builder 1: Determine How Optimistic or Pessimistic You Are
Optimism Builder 2: Talk to Yourself Differently
Optimism Builder 3: See Meaning in Your Work
Optimism Builder 4: Care for Yourself and Others
Think Smart Summary
PHASE 2: BE SMART STRATEGIES

The Three Keys
PHASE 1: SOCIAL SKILLS
Social Skill Builder 1: Expand Your Emotional Vocabulary
Social Skill Builder 2: Improve Your Listening Skills
Social Skill Builder 3: Adapt to the Communication Needs of Others
PHASE 2: EMOTIONAL CONTROL
Emotional Controller 1: Keep Your Brain Engaged
Emotional Controller 2: Prepare a Script to Handle Angry People
Emotional Controller 3: Confront Negators
Emotional Controller 4: Build Up Your Energy
PHASE 3: FLEXIBILITY
Flexibility Enhancer 1: Use Your Energy Wisely
Flexibility Enhancer 2: Change Yourself
Flexibility Enhancer 3: Focus on Positives
Flexibility Enhancer 4: Explore Options to Solve Problems
Be Smart Summary
PHASE 3: WORK SMART STRATEGIES

Six Strategies for Smart Organizations
PHASE 1: PRACTICE ORGANIZATIONAL SELF-AWARENESS
PHASE 2: DEVELOP SOCIAL SKILLS
Social Skills Builder 1: Use Emotions-On Training
Social Skills Builder 2: Have a Positive Relationship with the Learner
Social Skills Builder 3: Connect Learning to Doing
PHASE 3: FOSTER OPTIMISM
Optimism Raiser 1: Connect the Present to the Future
Optimism Raiser 2: Assess Level of Optimism versus Pessimism
PHASE 4: ENCOURAGE FLEXIBILITY AND PROBLEM SOLVING
Flexibility Skill Builder 1: Imagine the Future
Flexibility Skill Builder 2: Use Problem Solving Guidelines
PHASE 5: MODEL AND ENCOURAGE EMOTIONAL CONTROL
071 552 2373
Reg Number 2011/116997/07
Emotional Controller 1: Foster Civility

Emotional Controller 2: Develop Civil Guidelines
PHASE 6: SUPPORT TEAMWORK
High-Performance Team Builder 1: Harmonize Input
High-Performance Team Builder 2: Raise Passion
High-Performance Team Builder 3: Build Energy at Team Meetings
Work Smart Summary
INTERPERSONAL SKILLS
DURATION: 1 DAY
COURSE OUTLINE
PHASE 1: COMMUNICATION STYLES AND METHODS
Communication styles
Verbal and nonverbal communication
PHASE 2: FIRST IMPRESSIONS AND BUILDING RAPPORT
The importance of first impressions
Communicating to build rapport
Building positive relationships
PHASE 3: BUILDING RELATIONSHIPS THROUGH FEEDBACK
The importance of providing feedback
Providing feedback
PHASE 4: SUPERVISORS
Understanding supervisor styles
Handling human resource issues
PHASE 5: COLLEAGUES AND SUBORDINATES
Communicating with colleagues
Communicating with subordinates
PHASE 6: CUSTOMERS AND VENDORS
Communicating with customers
Communicating with vendors
PHASE 7: ORGANIZATIONAL CULTURE
Understanding organizational cultures
Cultural networks
Managing physical culture
Managing emotional culture
071 552 2373
Reg Number 2011/116997/07
EMAIL ETIQUETTE
DURATION: 1 DAY
COURSE OUTLINE
PHASE 1: THINK BEFORE YOU E-MAIL
Beware Potential Perils
Deciding When to Use E-Mail
Addressing Your E-Mail Message
Replying to E-Mail Messages
E-Mailing to International Audiences
PHASE 2: COMPOSING YOUR E-MAIL MESSAGE
Collecting Your Thoughts with the Five Ws
Writing Subject Lines with Real Oomph
Incorporating a Salutation and Signature.
Grabbing the Readers Attention: The Lead
Organizing with the Inverted Pyramid
Comparing Chronological Writing
Getting Started in Three Easy Steps
PHASE 3: KEYS TO EFFECTIVE E-MAIL
Striving for Simplicity
Writing with Power...or Paste?
Eliminating Mechanical Errors
Spelling Counts!
Using the Active Voice
Avoiding Sexist Language
PHASE 4: POLISHING YOUR CYBERMANNERS
Setting the Right Tone
Dodging Conversational Pitfalls
Watch Your Cyberlanguage
Extinguishing Flames
Punctuating with Smileys and Shorthand
Reviewing Netiquette Guidelines
Netiquette Guidelines for Managers
PHASE 5: FORMATTING YOUR E-MAIL MESSAGE
Selecting Format Settings
Enhancing Readability
Sending Attachments with Care
Battling Electronic Viruses
PHASE 6: MANAGING E-MAIL OVERLOAD
071 552 2373
Reg Number 2011/116997/07
Controlling Your In-Box Clutter

Reducing Spam Intake
Organization-Wide E-Mail Management
Devising an E-Mail Policy for Your Organization
Using a Sample E-Mail Policy as a Guide
TELEPHONE ETIQUETTE SKILLS
DURATION: 1 DAY
COURSE OUTLINE
PHASE 1: QUALITY CUSTOMER SERVICE
You Play a Key Role
Customer Service Is Everyones Responsibility
The Importance of the Telephone within Your Organization
PHASE 2: PROPER TELEPHONE SKILLS
Skill 1: Handling the Telephone
Skill 2: Mastering Voice Inflection
Skill 3: Using Your Best Voice
Skill 4: Addressing the Caller
Skill 5: Answering the Telephone
Skill 6: Practicing Effective Listening
Skill 7: Managing Objections
Skill 8: Learning the Art of Negotiation
Skill 9: Making the Service Follow-Up Call
Skill 10: Asking Questions
Skill 11: Making the Outbound Service Call
Skill 12: Delivering Bad News
Skill 13: Managing Different Caller Behaviors
Skill 14: Managing Telephone Messages
Skill 15: Managing the Customer Callback
Skill 16: Avoiding Statements That Give the Wrong Impression
Skill 17: Managing Technology
Skill 18: Closing the Conversation
PHASE 3: UNDERSTANDING CUSTOMER NEEDS
Take Time to Understand
What Your Customer Wants
Interpreting Customer Needs
Attitude Is Your Key to Success
Quality Customer Service Defined
PHASE 4: MANAGING THE CUSTOMERS PERCEPTION
Create a Positive Image
071 552 2373
Reg Number 2011/116997/07
TIME MANAGEMENT
DURATION: 1 Day
COURSE OUTLINE
PHASE 1: TIME MANAGEMENT PRINCIPLES
The Basics of Time Management
What Controls Your Time?
Three Tests of Time
Benefits of Better Time Utilization
Prime Time
Setting Priorities
Criteria for Setting Priorities
How to Control Your Use of Time
PHASE 2: TIME MANAGEMENT TECHNIQUES
Planning
LongTerm Planning Aids
ActionPlanning Worksheet
Milestone Chart
PERT Diagram
ShortTerm Planning Aids
Daily Plans
Conference Planner
Characteristics of Good Planners
Common TimeWasters
SelfGenerated TimeWasters
Needs Profile Analysis
Environmental TimeWasters
When Things Go Wrong
Five Tips for Effective Time Management
PHASE 3: TIME MANAGEMENT INNOVATIONS
Telephone Enhancements
Computer Enhancements
Other Technological Enhancements
Meeting Alternatives
Saving Time on the Internet
PHASE 4: TIMESAVING TIPS FOR TRAVELERS
Plan Your Travel Wisely
Saving Time at Your Hotel
Put Your Travel Plans in Writing
PHASE 5: ACTION PLANNING
071 552 2373
Reg Number 2011/116997/07
Applying What Youve Learned

Keeping a Daily Time Log
Planning for Improved Time Utilization
QUALITY AT WORK A PERSONAL GUIDE TO PROFESSIONAL STANDARDS

PHASE 1:QUALITY CONSCIOUSNESS
Defining Quality
Where theres Smoke
The No Worse Trap
What Quality Is and Is Not
Why Worry About Quality?
Twenty Reasons to Adopt a Quality Program
The Challenge of Quality
PHASE 2: PERSONAL QUALITY STANDARDS
Notice Your Personal Standards
Preparing to Develop Personal Standards
My Personal Standards
Is this Personal Quality? You Decide!
Lighting the Quality M-A-T-CH
The Q-Match Test
Quality and Expectations
P-A-S Options for Quality
What Makes Us Compromise (Cheat)?
PHASE 3: THE THREE CS OF QUALITY
Cornerstone of Quality
Commitment
Competence
Communication
PHASE 4: YOUR ORGANIZATIONS GOALS
Setting and Categorizing Goals
Your Mission Position
Setting Quality Standards
PHASE 5: P.S.: THE PERFECTION STANDARD
Characteristics of P.S. (Perfection Standards)
Putting P.S. to Work: Just Do It!
The Seven-Step Plan for Measuring Quality Performance
An Action-Oriented Quality Plan
PHASE 6: THE HOW-TO OF QUALITY
How-to Components of Quality
1: How to Identify and Solve Quality Problems
2: How to Assure Customer Satisfaction
071 552 2373
Reg Number 2011/116997/07
3: How to Measure Results

4: How to Reward Quality Performance
5: How to Set Up Quality Groups
6: How to Provide Quality Training
7: How to Assess the Cost of Quality
8: How to Establish Your Quality Program
9: How to Support Your Quality Program
10: How to Make Quality Work
PHASE 7: A MENTION OF PREVENTION
Understanding the Importance of Prevention
How to Prevent Errors
Prevention Vs. Correction
Appendix
Quality Beginning to End: A Review
Glossary
Additional Reading
May We Hear from You
GRAMMAR SKILLS
DURATION: 1 Day
COURSE OUTLINE
PHASE 1: THE IMPORTANCE OF GRAMMAR
Grammar skills
Nouns and verbs
PHASE 2: PRONOUNS, ADJECTIVES, AND ADVERBS
Pronouns
Adjectives and adverbs
PHASE 3: PREPOSITIONS, CONJUNCTIONS, AND INTERJECTIONS
Prepositions
Conjunctions
Interjections
PHASE 4: EFFECTIVE SENTENCES
Sentence formation
Phrases and clauses
Sentence classifications
PHASE 5: AGREEMENT RULES
Subject and verb agreement
Parallel sentence structure
071 552 2373
Reg Number 2011/116997/07
PHASE 6: IMPROVING SENTENCE STRUCTURE

Sentence fragments
Run-on sentences
Active and passive voice
Split infinitives
PHASE 7: Word choice
The importance of word choice
Misused words
Spelling errors
Prefixes and suffixes
PHASE 8: PUNCTUATION AND MECHANICS
Punctuation to separate clauses
Parentheses and apostrophes
Quotation marks and numbers
Capitalization rules
PHASE 9: SYNONYMS, ANTONYMS, AND HOMONYMS
Synonyms and antonyms
Homonyms
Developing Self-Esteem
Course Outline
Duration: 1 Day
PHASE 1: What Is Self Esteem?
How Would You Define Self-Esteem?
Who Wears What Mask?
Summary
PHASE 2: Risk Change and Overcome Fear
What Is Involved in Change?
Four Steps to Overcome Fear
Summary
PHASE 3: Create a Positive Belief System at Work and at Home
Create a Positive Belief System
Expand Your Professional Development
071 552 2373
Reg Number 2011/116997/07
Balance Your Life!

Summary
PHASE 4: Identify Your Marketable Career Strengths
Career Strength Exercises
Verifying Your Marketable Career Strengths
Summary
PHASE 5: Take the Time to Dream
Learn How to Dream for Success
Summary
PHASE 6: Decide What You Want, When and How
Decisions, Decisions, Decisions
How to Plan for Success
Eight Helpful Hints for Managing Your Time
Summary
PHASE 7: Take Action for Your Success
Never, Never Give Up!
To Do List
Summary
Appendix
Your Self-Esteem Action Plan
Additional Reading

071 552 2373
Reg Number 2011/116997/07
Achieve Personal Effectiveness in Business Environment - OFFICE ADMINISTRATION
COURSE CONTENT
DURATION: 2 DAYS
Developing a Professional Approach
First impressions lasting impressions
Projecting a positive image and attitude
Understanding your role and your unique work environment
Proactive vs. reactive behaviour - attitude and accountability
Reliability, getting it right the first time
Consistency and dependability
Issues of confidentiality
Effective Business Communication Skills
Become a professional communicator
Overcoming barriers to communication
Establishing and maintaining effective business relationships
Improving listening skills - understand what you have heard
Understanding your manager/s and your own personality type
Managing conflict effectively
Becoming a successful team player working together
Managing Time for Improved Efficiency
Apply the Time Management Matrix - urgency and importance
Coordinating busy schedules - managing your own and other peoples time
Balancing the demands of more than one manager
Using and maintaining an effective diary system
Create a prioritized to-do list according to difficulty and time frame
Responsiveness, promptness - a sense of urgency
Meeting deadlines, feedback and follow-up
Service Excellence for Internal and External Clients
Adopting a professional approach to clients
The concept of courtesy - building customer relationships
Its all about people client needs and expectations
Measuring client service setting standards
Positive and professional telephone language
Wow! Service Going the Extra Mile
Organising Business Travel Arrangements
Organising travel bookings - flights, car hire and accommodation
Confirming travel arrangements and changing plans if required
Checklists and travel itineraries
Processing expense claim documentation after travel
Filing systems for easy referencing

071 552 2373
Reg Number 2011/116997/07
Maintaining Files and Records

Organising and establishing efficient systems
Understanding and utilising effective manual and electronic filing and storage systems
Document tracking
Keeping up-to-date with current filing trends
Taking Ownership of Yourself, Your Job and Your Future
Delegated tasks: taking ownership
Motivation
Set personal goals for improvement Personal Action Plan

071 552 2373
Reg Number 2011/116997/07

Business Skills Outlines Including Office Admin

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BUSINESS ETIQUETTE & PROFESSIONALISM

PHASE 5: EXPANDING YOUR ASSERTIVENESS

BUSINESS WRITING SKILLS

PHASE 3: UNDERSTANDING PROPOSALS

EMOTIONAL INTELLIGENCE: DEVELOPING PEOPLE SMART STRATEGIES

Use a New Mental Script

PHASE 2: BE SMART STRATEGIES

PHASE 3: WORK SMART STRATEGIES

Emotional Controller 1: Foster Civility

Controlling Your In-Box Clutter

TELEPHONE ETIQUETTE SKILLS

Applying What Youve Learned

QUALITY AT WORK A PERSONAL GUIDE TO PROFESSIONAL STANDARDS

3: How to Measure Results

PHASE 6: IMPROVING SENTENCE STRUCTURE

Balance Your Life!

133 Firefinch ave, Waterfall View, Waterfall 1682.

Achieve Personal Effectiveness in Business Environment - OFFICE ADMINISTRATION

133 Firefinch ave, Waterfall View, Waterfall 1682.

Maintaining Files and Records

133 Firefinch ave, Waterfall View, Waterfall 1682.

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