Exceptional Administrative Communications

Office professional training

Gail Levitt - Workshop Leader

(One-day workshop)

Uses the Parker Team Player Survey

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, 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

(The cost of the Parker Team Player survey is about $15 per participant)