Professional Excellence In Communication

PROFESSIONAL EXCELLENCE IN COMMUNICATION (1 DAY)

* Course Norms * Introductions.

 Module 1:

After this learning outcome learners will have a more positive attitude

  • An Exercise to measure your attitude
  • Discussion on Behaviour
  • Your role as an “office manager: (i.o.w. managing your own job)

Module 2:

After this learning outcome learners will have the need for self-empowerment.

  • Self empowerment is the process of taking increasingly greater charge of your life -The 8 e’s of Empowerment
  • The triple A’s of Self-Empowerment – Exercise – Where do you fit in?  Understanding your strengths and weaknesses in attitude and skills.
  • This exercise will determine what changes are needed
  • Self Acceptance
  • Checklist Exercise – What I like about myself
  • Self Accountability

 Module 3:

After this learning outcome learners will know that teamwork in an organisation is important to gain success.

  • Why the need for teams?
  • What is a team?
  • How does a group become a team?
  • Team skills
  • Causes of three broad styles of behaviour
  • Exercise – determining different behaviours

Module 4:

After this learning outcome learners will be able to productively manager their time.

  • A self check – time management exercise
  • Time management systems
  • Some final management tips

Module 5:

After this learning outcome learners will be able to communicate more effectively and have excellent communication skills e.g. telephone.

  • Being an effective listener
  • Telephone skills
  • Tips and techniques for making a telephone call
  • Tips and techniques for receiving a telephone call
  • Tips and techniques for using an answering machine
  • General tips for using the telephone
  • E-mail etiquette rules
  • Checklist for success
  • Telephone Role Plays
  • Five ways to become a star employee
  • Behavioural Mindfields
  • Non-Verbal Communication
  • My action plan and commitment to change!
  • Listing of at least three actions you will take in order to increase your professionalism and level of effectiveness
  • For each of the three listed decide on one practical step you will take as soon as you are back at work
  • Course Closure & Reactionnaire.