Interpersonal Communication, Office Etiquette and Administration Skills course

OBJECTIVES
1. To guide and develop delegates to understand the importance of
interactive roles and responsibilities within the organisation
2. To equip delegates with the necessary administration, interpersonal
and etiquette skills & knowledge to:
• Develop and nurture a relationship of trust and support in the organisation
• Effectively equip and enable staff members with skills and tools to achieve excellence in the key roles they perform within their organisation

COURSE CONTENT
DAY 1:
• Creating a professional image
• Cultural diversity in the workplace
• Time management & planning
• Principles of being professional through attitude and behaviour
• Being Professional: Roles & responsibilities attached to the position
• Accepting responsibility & following through instructions with initiative
• Maintaining a positive, proactive & enthusiastic attitude
• Being proactive & solution orientated

DAY 2:
• Professional telephone etiquette/netiquette
• Techniques to improve office professionalism
• Techniques for effective communication
• Various etiquette issues in diverse business situations
• Processes & Procedures: Leave, Absenteeism, BEE regulations, Resignation, etc
• Personal development put into action
• Practical examples and role plays

TARGET AUDIENCE
• Staff members who want to develop personal effectiveness and broaden their contribution
• People who want to achieve excellence in the service they provide to colleagues and clients
• Experienced and Inexperienced employees
• Support staff with customer and supplier contact

PURPOSE
• Roles and responsibilities within the business environment
• Adapting to change effectively and efficiently
• Effective and rewarding habits
• Improving performance and personal productivity within relevant work and life areas


LEARNING OUTCOMES
After completion of the Interpersonal and Office Etiquette Skills training course the delegates will be able to:
• Effectively work as a team member by consistently applying accepted business behaviour and procedures
• Apply the principles of self development and enhance abilities to gain more knowledge on effective communication and office etiquette
• Apply effective procedures and behaviour to be an ambassador for the organisation
• Apply a professional corporate image
• Identify problems & solutions
• Understand Cultural diversity in the workplace
• Apply effective communication skills
• Understand Time management & planning
• Apply effective interpersonal interaction

DURATION & IMPLEMENTATION
1,2 or 3 days:
(To be discussed with relevant stakeholders)


PRESENTATION STYLE
Highly interactive and participative facilitation methods and techniques to enable delegates to gain experiential learning through lecture presentations, group work, role plays and case studies


RESOURCE REQUIREMENTS
• The workshop will take place at the client’s premises or at a venue mutually selected by the relevant representatives.
• Venue requirements: Board room/Training Room with tables, chairs and water on the tables.
• Learning aids requirements: Whiteboard and/or flipchart with pens, data projector


ASSESSMENT METHODS
• Knowledge assessment: Both written and verbal assignments during the learning programme/workshops
• Competence assessment: 1 Assignment to be completed and presented to the facilitator for evaluation and feedback to evaluate applicable skills & knowledge