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Business & Soft Skills

Business & Soft Skills Training Programs are designed for those with high entrepreneurial energy and feverish enthusiasm for creating something of their own.

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South Africa's largest short course provider

The Professional Receptionist / PA  

Overview

In playing the role of personal assistant, receptionist or a like administrative role, there are  ​fundamental skills that will contribute to success. Being able to compel suppliers, clients, staff, managers, bosses and just about anyone at any level to help you help them is a skill greatly underestimated. It is all in the how. How you project yourself, how you conduct yourself, how you speak, how you listen, how you understand and how you communicate electronically. This course will address these fundamental skills amongst others.

Prerequisites

None

Course Outcomes

  • Set yourself apart with exceptional telephone manners
  • Conduct yourself in an approachable and effective way
  • Leave a lasting impression on all who interact with you
  • Be at your best
  • Gain critical interview skills
  • Coordinate and setup business meetings
  • Enhanced emailing skills
  • Manage diverse relationships

Who Should Attend

PRO's, Personal Assistants, Secretaries, Receptionists

Price

R6,000.00 Incl VAT (Per Person, Includes Manual)

PLEASE NOTE: Learnfast serves a full lunch during break as well as coffee, tea and biscuits as part at no extra cost. We also cater for special meals.

Duration

2 Days (8:30 - 16:00)

Our myWay Learning Methods

Our innovative "myWay” learning methodology is built around the students individual learning requirement, allowing each student to learn in a style that is most suitable for their skills set, knowledge and schedule.

Instructor-Led Classes

Reach your full potential through our “myWay Instructor-Led” classes combined with interactive lessons, supporting video content, practical assignments and in field experience. We deliver instructor led classes full time, part-time, weekends and onsite.

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Mentored Learning

The "myWay Mentored Learning” was created in response for more flexible learning schedules and focused content. It allows each student to progress in a manner that is most suitable for their skills set, knowledge and schedule that a fixed, lecture based approach does not allow for. You will be mentored on a one to one basis by a subject matter expert with continues practical exposure and focus on problem areas, allowing you to progress at your own pace and deciding what content requires more or less time.

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Distance Learning

Do a course at your own pace via our “myWay Distance Learning”. We have re-defined studying via online by combining self-study with supported interactive online video lectures, extra resources, questionnaires and much more, all supported via out Online Student Portal. You will get a course coach and lecturer assigned to you so that you never feel alone and have support whenever you need. Your coach will look after you and your study health, encouraging you to progress constantly.

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Testimonials

Important Notes

  • Students are to be at the training venue by 08h00 in preparation for a 08h30 start time.
  • Learnfast retains the right to change this calendar without any notification.
  • Bookings are only confirmed upon receipt of the proof of payment or an official company purchase order for the full amount of the training.
  • For full day courses Learnfast will supply you with the relevant training material. A desktop computer to use for the training (where applicable), tea/coffee and a full lunch for full day InClass training hosted at Learnfast only. Catering is not included for OnSite training and laptop is available for hire at an additional cost if required.
  • Cancellation or rescheduling requests must be in writing and reach us via fax or email at least 5 (five) working days prior to the course commencement date. Full course fees may be retained for no shows or requests within 5 working days prior to commencement.
  • Although we go to great lengths to ensure that all training proceeds as scheduled, Learnfast reserves the right to cancel or postpone dates if we require to do so and undertake to inform clients in writing and telephonically of these changes.
  • Learnfast suggests clients wait until a week prior to course commencement that a course has been confirmed to go ahead as scheduled before booking flight and accommodation. Learnfast is NOT responsible for cost associated with cancellation of classes such as flight and accommodation for clients.

Day 1: Telephone skills & Etiquette

1. Introduction to Telephone Communication

  • The importance of answering all calls in a professional manner
  • The impact it has on the company's image
  • Understanding the different communication styles
  • Elements ofspeech such as pronunciation, emphasis, pitch of voice, pause etc

2. Customer Focus

  • Portraying a polite and friendly image
  • Needs and benefits of customer service
  • Cultivating a service attitude
  • Assisting customers with requests
  • Handling difficult callers

3. Communicating on the telephone

  • Build customer loyalty
  • Techniques to communicate successfully with the caller
  • Telephone time management in order to increase productivity

4. Technology

  • Technology regarding telecommunication such as teleconferencing amongst others
  • Telephone Aids
  • All the tools necessary to ensure that the above principles are applied correctly

5. Telephone Aids

  • Hands-free
  • Recording
  • Bridges / Conferencing
  • Other

6. Telephone Etiquette

  • Good telephone manners
  • Putting a client on hold and transferring calls correctly
  • Do's and taboos

7. Dealing with Difficult Callers

  • Role-play
  • How to handle difficult callers successfully
  • Common errors
  • Delivering and receiving constructive feedback

8. Incoming and Outgoing Telephone Calls

  • Effective questioning techniques
  • Establish what the caller really needs
  • Listening skills and building rapport
  • Creating a positive impression of your company

9. Taking Messages

  • Accurate and effective message-taking
  • Taking ownership of messages and following up

10. Practical Skills Application

  • Action plan on how to implement and apply learned skills

Day 2: Business Etiquette & Protocol

1. Introduction to Business Etiquette & Protocol

  • Definition
  • Protocol guidelines
  • Protocol in the business sector

2. Business Introductions

  • Name tags
  • Titles and Seniority

3. Ethics: Do's & Taboos

  • Punctuality
  • Holy and National Days
  • Business Cards
  • Level of Communication
  • Personal circumstances

4. Protocol in the Business Sector

  • Questionnaire (to be completed)
  • General Guidelines
  • Company Protocol
  • Impeccable Behaviour
  • Being an Ambassador
  • Respect
  • Confidence and Body Language
  • Be informed

5. Forms of Address

  • Rules on the Forms of Address

6. Professional Image: Personal vs Professional Life

  • Time Concept
  • Attitude and Emotions
  • Dress Code
  • Relationships

7. Guidelines for Business Dress Codes

  • Classic Styles and Colours
  • Hairstyle, Make-up and Accessories
  • Different Dress Codes as per occasion

8. Meeting Protocol

  • Purpose
  • Punctuality
  • Communication
  • Documentation
  • Facilities
  • Safety

9. Cultural Contexting and Interactions

  • Difference between High Context and Low Context
  • Cultural Commonalities
  • Gender Roles
  • Non-verbal Communication
  • Visual Aids
  • Interpreters

10. Cultural Guidelines - Gifts

  • Exchanging of Gifts
  • Gift Policy Guidelines
  • Presentation of Gifts

11. Conversation

  • Attitude
  • Picking a Topic
  • Sensitive Topics
  • Cultural Diversity and Respect
  • Ethnic Jokes
  • Questions
  • Listening Skills
  • 7 Ways to be a Good Conversationalist
  • Do's and Taboos
Campus
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Midrand, Johannesburg
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