Most clerical staff, receptionist and junior secretaries are being left behind and often they are assumed as less important members of the team. Their positions are as backup teams, which help the organization machinery, move daily. Management usually does not realize the vital part these groups play in the growth of the organization. Their work might seems less significant compare to managerial task but do you know company’s bottom line. This 3-day course has been specially designed to equip your support staff with the necessary skills to tackle their daily task with interest, vigour and enthusiasm. In additional this training will help them to plan and execute their work in a more organized way.

Module 1:

Roles and responsibility of clerical staff

Roles, responsibility and challenges.
Understand the organization culture.
Understand the office.
The skills involve.

Module 2:

Managing and developing office administration functions.

Setting priorities and planning or the day.
Cutting out unproductive time.
How to increase your productivity

Module 3:

Managing relationship

Interpersonal skills with peers and Higher level.

Module 4:

Customer Service

How to handle internal/external customer
Attending to visitors.

Module 5:

Professional telephone manner.

Telephone Courtesies
Taking message, the right way to screen callers.
The telephone checklist.

Module 6:

Positive attitude at work.

Attitude and job know how.

Module 7:

Record Management

Information access.
Effective record management.
Retention and disposal policy.
Filling system and equipment.
Indexing and classification methods
Efficient faxing and mailing system.
Filling correspondence.
Office automation using MS Excel

Module 8 :

Office Organization.

Office system and procedure.
Office manual and forms.
Office security/Data security
Ergonomic

Module 9:

Cost Awareness

Developing cost awareness

Module 10:

Time Management

Orderly work planning
Meeting dateline

Module 11:

Personal grooming and dress code.

Building self-confidence and personality.
Personal appearance
Dirt’s and diamonds in you.

Module 12: Handling criticism.

Overcome criticism
How to react criticism
Convert criticism to work challenge

Module 13:

Assertive in your work

Get people to listen to you.
Assert yourself confidently.
Choose assertive work carefully.
Do’s and don’t for assertively.

A blend of training techniques incorporating lectures, simulations games, group dynamic discussion and role-plays

Training Fees : RM 2,500.00 Per Day (Maximum participation : 25 participants)