Office Personnel Training Curriculum
Objectives - Participants will be able to:
Change and the Workplace
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Understand that change is inevitable
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Realize that change is easier when approached positively
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Accept change as a positive life experience
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Know and use the strategies for positive change
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Plan for positive change in the workplace
Communication
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Discuss the process of communication
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Understand the role of the sender and the receiver in the communication cycle
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Recognize and use assertive communication skills
Computer Basics
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Define software and hardware
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Identify the main components of a computer system
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Define terms associated with computer systems
- Demonstrate the ability to input data and generate reports
Conflict Resolution
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Detect potential sources of conflict
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Discuss the effects of conflict on both the individual employee and the workplace environment
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Identify techniques for reacting to conflict
- Identify and apply communication skills that will aid in the resolution of workplace conflicts
Good Work Habits
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Identify positive work habits and the rewards for practicing them
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Recognize poor work behavior and the consequences that may result
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Identify strategies for improving individual work habits
- Identify professional dress habits
Grammar 101
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Recognize the basic rules of capitalization
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Understand when to use commas, apostrophes, and quotation marks
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Choose subjects, verbs and pronouns that are all in agreement
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Understand and apply parallel construction
- Use various spelling rules
Listening and Note Taking
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Discuss the role of listening in the communication process
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Identify strategies for effective listening
- Understand the rules behind note taking
Problem Solving
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Identify the steps in a problem solving process
- Apply a problem solving process to a workplace problem
Proofreading
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Understand the importance of proofreading
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Go through the steps of proofreading
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Use proofreading tips
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Recognize proofreading marks
- Be able to accurately proofread a document
Teambuilding
- Understand the team concept
- Articulate why teams are important and useful
- Describe the proper function of teams
- Apply the team concept in workplace settings
- Transfer the skills of operating as teams
Telephone Courtesy
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Prepare for incoming calls
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Speak when using the telephone
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Listen when taking incoming calls
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Be sensitive to the needs and moods of others
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Deal with irate callers
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Screen calls properly
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Transfer calls properly
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Take calls for others
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Take complete and accurate messages
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Conclude a call courteously
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Handle multiple calls
- Use voice mail to best advantage
Time Management
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Recognize the importance of scheduling activities
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Identify strategies required in prioritizing and sequencing activities
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Identify organizational skills that maintain focus on a plan of action
Treating Customers as Guests
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Understand how we should react to customers to encourage associations, and why
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Know the two types of customers
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Recognize the importance of being cordial to the success or failure of our business
- Know six ways to provide excellent customer service
Writing a Business Letter
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Correctly identify and define the different parts of a business letter
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Identify the steps used in writing a business letter
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Understand and apply correct style and content
- Apply these concepts