Exceptional Administrative Communications
(One-day
Workshop)
WHO
SHOULD ATTEND:
Administrative
support professionals require exceptional communications skills
so they can deal with diverse people and influence them to
provide information and support for multiple priorities, tasks,
and projects.
This
practical, one-day workshop provides a unique opportunity
to learn and practice up-to-date communications techniques
that enable one to deliver exceptional administrative support.
Designed for experienced administrative support professionals,
the key components are critical listening, behaviour adaptation
and flexibility, assertiveness, and diplomacy, particularly
in challenging situations with different behaviour styles.
YOU
WILL LEARN:
- The
four work styles--yours and theirs
- Communication
tendencies for each work style and how to adapt yours
to deal with the triple constraints of administrative support
- Five
assertiveness techniques that work
- How
to influence others in routine and challenging situations
- The
EPM formula for diplomacy in challenging situations
COURSE OUTLINE:
The
Four Work Styles
- Why
they are important to your job
- Self-assessment
of your work style
- Communications
tendencies and priorities for each work style by listening
and observation techniques
- Tips
for adapting to each work style
Five
Assertiveness Techniques
- Distinguishing
between assertive, aggressive, and passive behaviour
- Why
assertiveness is most difficult and why it is the best alternative
- Five
assertiveness techniques
- The
importance of being soft on the person and hard on the problem
- Assertiveness
practice in real-life job situations
Diplomacy
in Challenging Situations
- Two
reactions to challenging or conflict situations and one
better alternative
- The
EPM Formula—Benefits and Applications
- EPM
practice in real-life job situations
Putting
it All Together
- Your
personal development action plan
- Templates
and resource materials
This workshop
uses the Parker Team Player Survey. (Survey cost added to
workshop pricing).
For
information regarding this course, please contact:
Colin
Watson
Relationship Manager
J Watson Associates Inc
Tel: 905
820-9909
E-mail:
sales@jwatsonassociates.com
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