Experienced administrative professionals can go beyond fundamental secretarial skills to higher-levels that explore proven ways to manage projects, work with teams and communicate effectively, delegate projects and offer management plus leadership capabilities.
Having covered the technical and administrative aspect of PA and office administrator from any earlier sessions or you are already an experienced Executive Assistant, this program takes you to a new level where we explore all aspects of effective communication, meetings management and takes a deep look on excellent management and leadership skills.
Here is the program breakdown.
Effective Communication Skills “The single biggest problem in communication is the illusion that it has taken place.” George Bernard Shaw
As social entities, we spend a lot of time and effort in communication with others. Mastering the art of communication increases our chances of success in both professional and personal lives. Any performance improvement here will directly lead to benefits for your team, your job and your personal life. Communication skills can be learned and mastered through persistent practice.
The Communication Skills Training Materials offered by Dolphins Group focuses on core concepts vital to successful communication such as Styles of Communication, Effective Listening and Questioning Skills, Assertiveness, Empathy and more. To master communication skills, extensive interactive and hands-on exercises are provided during the training session which encourage learning and increase the delegates' confidence. "Communication skills can be learned systematically and mastered through persistent practice."
This session has been designed to accommodate two types of delegates with different communication needs; one group are co-workers who already know each other and want to improve their intercommunication skills and the other group are those delegates who don’t know each other or have not worked in the same team before. This group could include anyone from newly employed floor worker to managers, executives and team leaders. The session contains various optional content that you can use to tailor the session based on your delegates' needs.
In this highly practical session delegates will learn:
Communications Styles • What is an ideal communication? • What are different styles of communication? • What are the 4 orientations in communication and how does each person’s style impact their communication with you?
Interacting with People • What does it mean to be assertive and how can you achieve it? • How to provide feedback to others so they take your word seriously? • How can you avoid appearing aggressive? • How to use systematic methods to evaluate what you know about yourself and what you know about others? • How to learn which areas you need to work on to improve yourself based on other people’s impression of you?
Questioning Techniques • How to ask the right questions at the right time? • How to get what you want and stay friends? • How to address uncomfortable issues and prepare others to open up to you? • What are the differences between open and closed questions and how can you take advantage of each? • How to seamlessly guide a conversation towards the direction of your choice?
Misunderstanding • What causes misunderstanding? • How can you minimise misunderstanding? • How can stereotyping affect your communication? • How to use active listening to gain rapport and commitment? • When should you use first person sentences when communicating with others and when should you use second person?
Empathy & Emotional Intelligence • What is the effect of empathy on communication? • How to use a simple empathic technique to construct sentences based on what you hear from others and make an empathic communication?
Telephone Skills • How to handle phone conversations? • How to put people on hold? • How to transfer a phone call to someone else? • How to end a phone call?
Body Language • How can you read people through their body language and understand their motives better? • What gestures should you be aware of? • What are the differences between open and closed body gestures and how do they impact your communication with others? • How to spot lies? • How to control your voice to get maximum effect?
Delegates will learn ... By the end of this session, participants will be able to: • Use different communication styles when needed based on circumstances • Express your ideas assertively, confidently and precisely • Ask the right questions for the right reasons • Discover what you know about yourself and how others think of you • Avoid misunderstandings and overcome communication barriers • Empathize to establish trust and communicate effectively • Deliver your potentially negative message and get a good response • Read and interpret body language and gestures while communicating with others
The Philosophy Behind Communication Skills Training Session A communication is successful when a message has been send and received without much distortion. Messages conveyed badly by the sender or misinterpreted by the receiver prevent ideas and thoughts to be expressed correctly and causes much confusion and misunderstandings. The aim of this session is to minimise such distortions. By focusing on subjects such as body language, listening techniques, effective questioning, self exploration and empathy delegates gain a better understanding of the role played by each one of such concepts in making or breaking communication. In addition to embracing principles of successful communication, this session contains a variety of effective exercises and group activities which have been proven to encourage learning ability and help increase information retention.
Excellent Meeting Management Skills
Includes Many Group Exercises and Interactive Content
Training Session Description "In business, you don't get what you deserve, you get what you negotiate." Chester L. Karrass
As part of a busy business lifestyle, we spend a large amount of our time interacting with others, in particular with our internal and external customers. Keeping them happy is as critical as understanding their needs and concerns. It is well known that a large amount of time of an office worker is spent in meetings, a large portion of which is dealing with colleagues and customers. As a result it is quite critical for anyone to improve their customer management skills and be able to handle more senior customers as their skills are improved and get better results.
In this session participants will be introduced to main aspects of managing customers in meetings. These include subjects such as establishing rapport, handling meetings, negotiating, body language and so on. For example, what if your client uses a dominant body position in a meeting room and continuously accuses you of missing deadlines? How should you reply? What if your client does not deliver on his promises and doesn’t understand the impact of his negligence on your team? How do you get him to correct his behaviour, without making him feel embarrassed? Many similar situations such as these are explored in detail in this session.
There are plenty of educational and entertaining exercises designed to help the delegates put the theory into practice. The idea is that participants should learn the skills during the session by using the new concepts they have learned in controlled exercises and role plays. This is known to increase the retention rate and is an ideal method to learn rapidly with minimum effort.
In this highly practical session participants will learn:
How to Manage Relationships • How to interact with a customer effectively to get maximum results? • What to say, how to say it and how to look? • How to handle potentially aggressive remarks by your customer?
Body Language • How to great a customer and establish rapport? • How to use your body language to understand others better? • How to read clusters of gestures? • How to read subconscious signals by reading palm orientation and finger layout? • What are the signals that indicate the other person is defensive? • What is partial-arm-cross and what does it suggest? • How to do a power gaze? • What are various leg crosses and what do they suggest?
Effective Meetings • How to participate or hold meaningful and efficient meetings? • What are pre-meeting preparations? • How to prepare an agenda? • What should be discussed in a typical office meeting? • How to prepare, run and finalise a meeting? • How to avoid wasting time in meetings? • What are post-meeting activities?
Questioning Methods • How to use various types of questioning techniques to get better answers? • How to use listening skills to get more information from your clients?
Negotiation • How to get a fair deal when negotiating with your clients? • How to set your limits when negotiating over price? What strategies are known to work best? • How to maximise your long-term results when dealing in repeated negotiations with a particular customer? • How to reduce tension while negotiating so you can get better results and manage a meeting more effectively?
Delegates will learn ... By the end of this session, participants will be able to: • Build strong relationships with your clients • Read body language and use it to your advantage • Lead and participate in efficient meetings to get maximum results • Ask specific types of questions to obtain more information • Negotiate effectively and make “fair” deals • Participate in many educational and entertaining exercises to learn the skills quickly
The Philosophy Behind Meeting Skills Training Session This session primarily deals with customers and meetings. Many of daily interactions in an office are carried out in meeting with clients, customers, colleagues and managers. This session is designed to train the delegates to master the art of inter-personal communication in meetings.
Many office workers learn this skill on the job. Right from day one when they join a new company, they are invited to meetings and they simply observe and copy the behaviour of others in their future meetings. After all, they take others’ behaviour as the norm. However, a company culture set by socially dominant people may not be the most efficient way to handle customers. Bad habits can creep in and soon customers may start to turn away from the organisation. A systematic session on how to handle such meetings can greatly help people to understand the intricate psychological aspects of such encounters and maximise their gain.
This session contains many case studies and practicals that help the delegates to practice handling different situations under the supervision of a trainer. Session notes and exercise sheets contain all the information a trainer needs to use to guide the delegates. Workbooks contain detailed reference material useful for both the trainer and the delegates. Session guidelines, recommended reading, etc. further help trainers to quickly familiarise themselves with the session.
Effective Managerial Leadership Skills Training. Session Includes Comprehensive Content on Leadership and Management
Training Session Description “The first responsibility of a leader is to define reality. The last is to say thank you. In between the two, the leader must become a servant and a debtor. That sums up the progress of an artful leader.” Max DePre
Is management the same as leadership? What does it take to become an effective leader? Is leadership a natural talent or acquired skills? What are the differences between tactical and strategically planned leadership styles? Today’s employees do not respond to the old hands-on, militaristic management style. They are highly independent professionals with their own fully developed ideas. Leaders and managers who try to micro-manage them will inevitably confront wide spread disgruntlement, absenteeism, and turnover....and increase their own and their team stress levels.
In this high Impact training program you get a new vision being a leader and a manager, with modern examples, stories, and vibrant activities for you to activate henceforth. More importantly, we take a deeper look on how to coach and mentor your team for Action, Result and full time Motivation.
The Dale Carnegie Inst. in collaboration with Dolphins Group Leadership Program teaches participants about organisational leadership and its role in guiding the organisation toward vision fulfillment. Participants will learn how to define an organisation's vision, draft a vision statement and communicate it, set goals that are aligned with an organisation's vision, and discuss the importance of planning changes before implementing them.
Program activities also cover providing team for organizational changes, motivating your team through change, solving problems encountered during change, and helping team deal with grief and stress during changes. Participants will also learn how leaders can help team learn their roles in organisations, align their goals with those of the organisation, and help prevent employee apathy. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure participant success.
Key Participant Benefits: • Helps understand the difference between management and leadership and when to employ which one • Creates opportunity to consider corporate and/or team vision and its effective use in motivation • Provides strategies to help navigate change to help align current performance to the envisioned outcome
Key Organization Benefits
• Encourages managers to reinforce the company vision throughout the company • Increases satisfaction of general staff through adequate change management in bridging gaps between current and desired circumstances • Encourages leadership and initiative from managers which inspires general staff
At Session Completion • Identify a leader and the role of leadership. • Communicate the vision and gain support for the vision. Implement the organisations vision. • Determine leader roles and strengthen employee roles. Align employee priorities and evaluate employee performance. • Motivate team.
Overcome employee apathy. • Identify the phases of the change process. Communicate change and identify the benefits of change. • Motivate team through a change and prepare for difficulty. Overcome resistance and resolve conflict. • Respond to distress and reduce stress. Succeed through failure and handle mistakes.
Lesson 1: Personal Leadership and Management - It starts with you • Role of leadership • Understanding differences between a leader and a manager • Identifying a leader • Vision • Defining a vision • Analysing a situation • Writing a vision statement • Goals • Setting goals
Lesson 2: Making vision a reality • Communicate and support vision • Communicating effectively • Gaining support and empowering team • Implement vision • Implementing vision
Lesson 3: Defining employee roles and priorities • Employee roles • Understanding roles of a leader • Understanding role of an employee • Empowering an employee • Employee priorities • Aligning employee priorities • Evaluating team performance • Providing feedback to team
Lesson 5: Planning for change • Change process • Understanding the Awareness phase • Understanding the Achievement phase • Communication • Informing team • Communicating change • Understanding benefits of change
Lesson 6: Motivating your team through change • Motivate team through change • Acting as a role model • Understanding guidelines to motivate team through change • Solving problems during change • Resistance and conflict • Resolving conflict
Lesson 7: Coping through a change process • Effects of change • Understanding workplace changes • Identifying the sources of stress • Failures and mistakes • Dealing with mistakes