This is a two-day workshop designed for those who work in support positions, to help them improve their everyday performance in an office environment. The two days will help you improve your communications skills, make a good first impression, and develop personal management skills.
Course Objective:
This workshop will help participants:
- Understand the importance of professional presence on the job.
- Learn how to self-manage to become more effective and efficient.
- Improve their communications skills, including listening, questioning, and being more assertive.
- Increase their effectiveness in recognizing and managing conflict and dealing with difficult people.
Course Content:
Personal Best, Professional Best
To begin, participants will discuss what affects the first impression and how they can improve the impression they give to others.
Putting Others at Ease
One part of making a good impression is to get so comfortable with who you are that you can forget about you and concentrate on the other person. During this session, participants will explore ways to do this.
Distorted Thinking
Participants will explore types of distorted thinking through a case study and large group discussion.
The Steps to Feeling Good
This session will give participants a three-step process to turn negative thinking or emotions around.
Assertiveness
Assertiveness is a word we tend to use without really understanding what it means. This session will get participants thinking about what assertiveness is, using a lecture, quiz, and group discussion.
Improving Your Assertiveness
Next, participants will explore how they can become more assertive in difficult situations.
Communication Skills
Participants will discuss different forms of communication and barriers to each.
Asking and Listening
During this session, participants will learn about two key elements to verbal communication: asking questions and listening.
Non-Verbal Messages
Next, participants will explore various types of non-verbal communication and their possible interpretations.
Writing Skills
This session will look at how to improve written communications, including using the four C’s, editing, and proofreading.
Getting Ahead
Two main components of getting ahead in the workplace are identifying what you want and helping others to get what they want. This session will look at both of those concepts.
Self-Management
This session will give participants some tools to help them improve themselves, including establishing rituals, time management, organization, and planning.
Setting Goals
Next, participants will set some goals using the SMART format.
Working as a Team
Administrative assistants are often a key part of a workplace team. This session will explore some of the benefits and challenges of working as a team.
Working with Difficult People
This session will give participants two tools to deal with difficult people: blending and redirecting.
Learning to Say No
Next, participants will learn about some formulas for saying no. They will then have an opportunity to practice these formulas in a role play and case study.
De-Stress Options You Can Use Right Now
To conclude the workshop, participants will learn some easy relaxation techniques.
Workshop Wrap-Up
At the end of the day, participants will have an opportunity to ask questions and discuss key points learned.
