Office Professionals

office professionals

Our Office Professional and Secretary Training focusses on all aspects related to this important role in the organisation. Our offering includes specialised training for Secretaries & PA's, Office Administrators, Customer Care Staff, and employees who need to upskill. 

We also facilitate an Office Professional Development Programme consisting of 6 modules and is presented over the course of 3 - 6 months.

Most courses are available as either public or in-house interventions.  In-house facilitation includes a face-to-face meeting to ensure that we have an understanding of your specific culture, training requirements and will allow us to customise the intervention to suit your specific needs.

Please note that the course outlines on our website are summarised.  Should you need a comprehensive outline or customised proposal, we would love to meet with you to discuss your specific needs. This will enable us to submit a proposal that is in line with your expectations, your industry and your budget.

Don’t think about pursuing contacts anymore, but pursuing people. People have hopes, fears and dreams and more to them than just telephone numbers and e-mail addresses. (@insideview)

This training will allow your call centre employees to enter their work area with confidence knowing they are equipped to answer questions and overcome objections and ultimately close the deal.

The course will address frequently asked questions such as:

  • What do customers really need from us?
  • How do I deal with difficult customers?
  • How do I manage customer expectation?
  • Why is my job and customer satisfaction so important?
  • What are the best ways to listen and be heard?

The Customer Intelligence training course equips you with the tools and skills to enhance your own Emotional Intelligence as well as that of your fellow team members, improve your inter-personal skills, communication skills and enables you to deal with conflict in an effective manner. It will equip you with tools to manage yourself and your team in an emotionally intelligent manner.

Customer Service is not a department, but an attitude. Customer service is the ability to provide a service or product in the way that it has been promised and then aiming to exceed the customer’s expectations. The course will also focus on Internal customer care and getting your organization and team to work together.

The course will address frequently asked questions such as:

  • How can effective communication improve my customer service skills?
  • How do I manage anger in myself and others?
  • What are common customer emotions and how to deal with them?
  • How will increased EQ improve my customer service?
  • How do I handle complaints?
  • What is excellent customer service?

The Effective Communication for office professionals training course is designed to provide delegates with the skills, knowledge, techniques and strategies to communicate effectively so that they can get their point across in a confident, clear manner, improving efficiency and productivity.

As employees, it is vitally important to be able to communicate your thoughts and ideas effectively, using a variety of tools and medium. You will need to develop and use this skill throughout your years of employment. But it is often said that most people do not possess the ability to present themselves or their ideas well, when all that is needed is training, coaching and practice. Communicating effectively is an essential skill necessary for the fast changing environment business and employees are finding themselves in.

In this age of fast changing technology, email is the preferred and often most efficient form of business communication. Yet many organisations overlook the etiquette framework that should be in place when using this very important business communications tool.

Email is used for more than 80% of our business communication and yet this is not a taught skill. This often leads to employees doing what they think is the right way, and often doing what others are doing because they think it is the correct way of doing it. Fact is, this should be an area of focus for your organization as it directly impacts on your organizational image and brand.

If your employees are still using phrases like, ‘Please find attached’ or, ‘Document attached for your perusal’ and salutations like Kind, Warm, or Best Regards, then they definitely need to attend this course.

The course will address frequently asked questions such as:

  • What is Email Etiquette?
  • What are the Do’s and Don’ts?
  • How do I structure an email?
  • How can I use email as an effective business tool?

Maintaining a professional level of hygiene and cleaning in our workplaces plays a critical role in the health, safety and wellbeing of our employees and enhances the overall image of our business to our clients and suppliers.

This practical, engaging one-day training intervention will equip all cleaning staff with the skills and knowledge they need to perform. Our facilitator is able to speak several African languages and engage in a practical manner with all delegates.

The course will address frequently asked questions such as:

  • Why is my job important in the organisation?
  • Why is customer service important in my role?
  • How do I motivate myself in my job?
  • How do I clean uncommon objects?

The Meeting Management and Minute Taking training course focusses on why meetings are an essential element of business communication and being able to organise, prepare for and take and distribute minutes efficiently is an important skill that can be learned and enhanced.

The course will address frequently asked questions such as:

  • How to Schedule and Administrate Meetings
  • What is my role Before, During and After the Meeting?
  • How to draw up an agenda for a meeting
  • What are the guidelines for minute taking of a meeting?

The Personal Assistant Masterclass training course is designed to enhance and improve the secretarial, administrative and people skills for secretaries.

The shift from the clichéd ―secretary of old, to the modern concept of ―”inner core assistant”, brings a level of job satisfaction and personal fulfilment the profession‘s trail-blazers could not have imagined.

The course will address frequently asked questions such as:

  • What is an inner core assistant?
  • What can set me apart in my role as a Personal Assistant?
  • How can I best support my manager as Personal Assistant?
  • How can I improve my EQ, communication Skills and be more assertive in my role?
  • How to organise my manager’s diary?
  • How can I become pro-active as an inner core assistant?

The Professional Office Administration training course is aimed at all office administrators within an organization. The content covers all aspects of importance to this very important role and will give delegates not only the information they require to continuously improve their performance and the value they bring to their organisation, but also practical tools and tips that they can implement as soon as they get back to their workplace.

The course will address frequently asked questions such as:

  • What Does It Mean To Be an Office Administrator?
  • How Does My Role Add Value to the Organisation?
  • What are the critical success factors in my role as Office Administrator?
  • How can I improve my business communication?
  • How to manage projects and suppliers?
  • How to build relationships with Colleagues, Customers and Suppliers?

The Professional Telephone and Voice Etiquette training course focusses on modern telephone management skills and effective communication skills.

“There is no accomplishment so easy to acquire as politeness, and none more profitable.” George Bernard Shaw

One of the basics in a business is learning professional business telephone and voice etiquette because the telephone is part of everyday work and is often the first and only point of contact with some customers. It can potentially make or break a business relationship.

The course will address frequently asked questions such as:

  • How can I better understand telephone communication?
  • How can I improve my telephone skills?
  • How do I make or take a telephone call?
  • How can I improve my communication skills?

This highly interactive, enjoyable workshop will equip all delegates with an understanding of how to manage themselves in order to manage their priorities. Being in control of our time and achieving our goals lessens our stress and creates the necessary balance in all spheres of our lives (personal, career, physical, spiritual and mental). The facilitator will engage with each individual to ensure that the learnings are personalized and can be practically implemented by each person.

The delegates will leave with a renewed focus, with practical tools and tips and a personalised action plan that they can implement immediately across all areas of their lives. All of the information presented in the workshop will be in the comprehensive manual each delegate will receive, including a list of articles and books for further reading.

The Frontline Receptionist Skills training course will provide these important staff members with the knowledge and practical skills they need to add value to your brand experience with customers and staff members.

Receptionists and frontline staff everywhere are a vital part of the office front desk environment, helping to keep day-to-day operations running smoothly. In addition they are often the first point of contact your clients have with your organisation, providing a moment of truth that can be critical in establishing a positive, professional impression of your brand.

The course will address frequently asked questions such as:

  • What skills should I have to be a great receptionist?
  • How do I deal with difficult customers professionally on the telephone?
  • How should I receive, greet and treat visitors?
  • How to multitask and remain organized?
  • How can I present myself and my company well?