Administration Skills

Being competent in the ‘technical’ skills of the job is no longer enough. If we do not have appropriate skills – we cannot communicate effectively with internal and external customers. Your participants will learn the key skills.

Overview
Administration roles today require a variety of skills to help develop and build relations with internal and external customers. In a highly competitive environment, these communication skills are often more important than ‘technical’ skills. Promotion of professional staff is often, at least in part, affected by the people skills of the individual.

This practical and stimulating course provides participants with the understanding, ideas and techniques they need to be successful. They will have the opportunity to address their own situations with external and internal customers.

Who Should Attend
Anyone dealing with external or internal customers.

Duration
2 Days

Administration Skills – Course Objectives

Participants will learn:

• how to ensure the right perception of customer care
• how to handle difficult situations
• the key skills of questioning and how to apply them
• about their own and others’ behaviours and how to manage the differences
• how to improve their ‘Active’ listening skills and use them to ensure greater effectiveness
• the importance of taking ownership of a problem
• the errors/challenges and how to overcome them
• how to use Transactional Analysis to ensure a productive outcome
• how to recognise, use and control Non-Verbal Communication