Why is the most visible team in the company also often the least experienced, with little formal training? Switchboard, reception and front line employees handle the brunt of the company’s first impressions with their clients, and everybody knows that a poor first impression leaves the client doubting the credibility of the company as a whole, and possibly deciding to take their business elsewhere. Demanding clients in today’s high pressured business world have no patience for de-motivated ‘dullness’ in their first contact with potential service providers. That is why AstroTech offers this course to empower switchboard, reception and frontline personnel with the skills to excite and delight customers and impress management beyond their expectations. e. We’ve all kicked ourselves after the fact. But some people seem to just get it right! They can say “‘no” appropriately, they can influence others to their way of thinking and, to top it all, they manage to do it in a way that everyone still likes them!

So, how can you do the same? Fortunately, the skills can be mastered and to assist you in this regard, AstroTech offers a training course that covers the following key topics:

TOPICS

RECEPTIONIST & FRONTLINE SKILLS

• Learn how to receive visitors professionally
• Using appropriate greetings that are warm and welcoming
• Tactful, courteous, and safe ways for handling visitors who have no appointments
• Your role in company security
• Understanding the distinction between ‘service process’ and ‘service outcome’
• Minimize interruptions caused by customers and co-workers in a tactful yet determined way
• Image and Presentation – The Company’s and yours Showing empathy and understanding
• Handling difficult people with diplomacy and tact
• Handling over-friendly ‘chatty’ people with even more diplomacy and tact
• Rephrase blunt communication for better results
• Identify personal habits and behaviours that impede projection of a professional image
• Understand the consequences of poor service
• Problem solving without emotion
• Stress management tips to stay motivated under pressure

PROFESSIONAL TELEPHONE SKILLS

• Taking and making calls like a Pro – learn the process
• The right way to greet, transfer, and hold calls
• Taking messages & ensuring you get all the right information – the first time
• Remaining calm irrespective of the caller’s behaviour
• How to take control of the conversation politely and effectively
• Establish caller’s needs through effective questioning
• How to use active listening to eliminate misunderstanding
• Screening calls and getting the information you need without offending
• Make a lasting impression that makes callers want to call again
• Telephone etiquette & emanating confidence
• Perfecting audibility, enunciation and tone
• Projecting energy, friendliness, and inspiring confidence with a positive voice tone
• Controlling background noise & your environment
• Maintaining control with multiple calls coming in

And much more!

WHO SHOULD ATTEND

• Team leaders and Frontline staff who are their company’s first point of contact with clients
• PAs, secretaries, administrators and frontline staff who want to improve the way they come across and represent their companies
• Anyone who needs to deal with diverse individuals at all levels in the normal course of business

OUTCOMES

• Have clear understanding of business etiquette subtleties
• Practice courtesy, tolerance and respect in any given situation
• Project a predetermined image for maximum impact
• Interact with confidence at all levels
• Enhance your career prospects by becoming the best example for others to follow

The post Professional Switchboard, Reception & Frontline Skills first appeared on Astrotech Learning.

Being a manager requires a whole new set of skills that can be very daunting to the recently appointed manager. Suddenly you are required to perform a completely new and different role as well as to take responsibility for the performance of others.

Your success is no longer dependent upon tasks completed by you but by the performance of your team. Without the skills to manage well, your own performance is in jeopardy. On the other hand, a skilled manager can double the productivity of a team and significantly impact the performance of a business unit or company.

To assist newly appointed managers to gain the necessary skills to be successful in their new role, AstroTech is offering a training course on “Management for New Managers”.

TOPICS

• The role of a manager
• Management vs Leadership
• The importance of, and implementation of, emotional intelligence
• Conflict management
• Recruitment and Performance management
• Motivating your team
• Implementing disciplinary action legally and successfully

• Communication
• Strategic and Operational Planning and implementation
• Change management
• Basic Accounting Terminology , including the role of Budgeting and Forecasting
• Overview of Risk Management and Crisis Management
• Protecting against Fraud
• Stress Management

And much more!

WHO SHOULD ATTEND

• New Managers within an organisation
• Team Leaders and Supervisors that need development in the management discipline
• Specialists who are moving or have moved into management roles
• Anyone who wants to enhance their Management Skills

OUTCOMES

• Understand what is required of you as a manager
• Learn the skills needed to manage people and teams
• Gain an understanding of broader business issues
• Make yourself more valuable to your company
• Network with other professionals

IN-HOUSE TRAINING

We come to you!

ON DEMAND TRAINING

Flexible Training: No minimum delegates. Your Date. Your Duration. Face to Face or Online.

The post Management For New Managers first appeared on Astrotech Learning.

Great business negotiation skills can make a significant difference to the value that you bring to your organisation. Skilled negotiators organise great terms, excellent prices and simultaneously manage to maintain good relationships. In the corporate environment it’s not about being slick or about being a bully, it’s about possessing the right skills and style to achieve the best possible deal for your organisation in a manner that is both profitable and sustainable for all. Fortunately negotiation skills can be learned and can help organisations to reap the benefits of effective negotiations.

TOPICS

Key Negotiating Skills:

• Understand the approach of professional negotiators
• Preparing and managing your team for negotiations
• Preventing negotiation sabotage by your own team
• Opening bids and offers
• Individual vs. team negotiation
• Developing and effective plan & strategy for negotiations
• Thinking creatively to achieve solutions
• When to open first
• Taking control of the negotiation process
• Understanding open and hidden agendas
• Venue, facilities & timing
• Knowing your bottom line
• Cross cultural negotiations
• Planned concessions & negotiation targets

Negotiating Styles:

• Being persuasive

• Using & countering power in negotiation
• Silence as a powerful negotiation tool
• Interpersonal sills and body language
• Neuralising manipulative tactics
• What to do when they have more power than you do!
• Retaining flexibility
• Learn how to leverage your deals
• Dealing with intimidation

The Negotiation Climate

• Closing profitable agreements and ensuring sustainable profit
• Win other’s trust
• Resolve conflict
• Relationship building skills
• Achieving win-win outcomes
• Managing people’s feelings
• Making the other side “feel” that they got a good deal – closure
• The importance of “the spirit of the deal”

And much more!

WHO SHOULD ATTEND

• Directors, managers and department heads
• Team leaders and supervisors
• Sales personnel and account managers
• Purchasing and procurement personnel & managers
• Government officials
• Contract managers & project managers
• Staff involved with placing orders for goods and/or services
• Anyone wishing to improve their negotiation skills

OUTCOMES

• Learn how to achieve the best deal for your company
• Understand the complex negotiation process in full
• Be able to achieve win-win solutions
• Learn how to resolve conflict and deal with difficult people
• Understand the tactics used in negotiations
• Learn how to think strategically and consider the bigger picture when negotiating

TRAINING CHANNELS:

Choose your preferred training type/method of delivery below.

IN-HOUSE TRAINING

We come to you!

ON DEMAND TRAINING

Flexible Training: No minimum delegates. Your Date. Your Duration. Face to Face or Online.

The post Negotiating to Win first appeared on Astrotech Learning.

Addressing team dynamics with emotionally charged individuals, giving constructive feedback to a defensive team member or asking your boss for a raise are some of the many difficult discussions that face us all in the workplace. It’s often easier to avoid the whole issue and when you do build up the courage, it doesn’t always go the way you’d like. But imagine knowing the tools and techniques to handle any difficult discussion with ease and achieve your desired outcome time and again.

TOPICS

• Handling difficult discussions with confidence
• Understanding what we usually do wrong
• Recognising and overcoming avoidance of difficult discussions
• Creating a climate conducive for the discussion
• Dealing with defensiveness, forcefulness and/or high emotions in others when tackling sticky issues
• Managing your own emotions to ensure a constructive outcome
• When should you have a difficult discussion and when should you walk away?
• Addressing silence or overreactions in your own style
• Ensuring your don’t bully or get bullied
• Achieve the results you want through the use of defined tools and techniques
• Being respectful yet candid
• Ensuring you hear the whole story and share what is on your mind
• Improving performance, productivity, teamwork and quality through improved communication

And much more!

WHO SHOULD ATTEND

• Managers who are required to give performance feedback
• Managers in charge of a diverse team
• Team members who want to improve their communication and leadership capabilities
• Team members dealing with diverse personalities
• Anyone who wants their difficult discussions made easier

OUTCOMES

• Handle problems sooner and more effectively through understanding the right approach
• Learn how to give and receive feedback while maintaining relationships and achieving results
• Make better decisions because you won’t be scared of communicating the outcomes
• Achieve improved relationships in both your professional and personal life
• Understand the benefits to you and your organisation of improved discussions

TRAINING CHANNELS:

Choose your preferred training type/method of delivery below.

IN-HOUSE TRAINING

We come to you!

ON DEMAND TRAINING

Flexible Training: No minimum delegates. Your Date. Your Duration. Face to Face or Online.

The post Difficult Discussions: The Right Way, The Right Time, The Right Results first appeared on Astrotech Learning.