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.

“Time, goes you say? Ah, no! Alas, Time stays, we go” – Henry Austin Dobson

Time management and self-management are two skills which once mastered can have the single-most impact on overall job performance and effectiveness. They are essential skills for all successful people irrespective of your career choice. If you can identify and focus on the activities that give you the greatest returns you will dramatically increase your chances of becoming a high achiever. Many people spend their days in a frenzy of activity, but achieve very little because they are not concentrating on the right things. The key is to concentrate on results, not on being busy.

TOPICS

Why is Time Management Important?

• Dealing with conflicting priorities
• Planning for the unexpected
• Forward planning to avoid fire fighting
• Managing multiple priorities based on importance and urgency
• Planning the best use of your time
• Effective multitasking
• Getting advice and using knowledge from others
• Analyse your work habits and determine areas of improvement

Self-Management is Key:

• Setting and achieving goals
• Avoid over-committing yourself
• Overcoming procrastination
• Learning how to focus
• Improve communication
• What is “Good Enough”?
• Identifying and eliminating time wasters
• Balance your work and home life
• Knowing if you are overloaded or under-productive
• Self-management
• Ensuring that you have time to think
• Working smarter and not longer
• Reduce stress by being more in control
• Focusing on Outcomes
• How flexible should you be?
• Handling items once only
• Recognising “Have to’s”/”Want to’s”
• Having clear expectations and objectives

Practical Tools and Techniques that Work:

• The Pareto Principle/”80:20 Rule”
• Simple project management
• Techniques for decisiveness
• Developing an effective task list
• Using prioritising systems to maximise your productivity
• Using time management tools effectively
• Using technology to assist you manage your time
• Identifying which are low-value tasks and which are high-value tasks
• Daily planning techniques
• Using time and activity logs
• Producing plans and schedules
• Using MS Outlook to increase productivity
• Understanding critical paths and how to apply them to best manage your tasks
• Systems to increase productivity and help organise your office
• Identifying the important from the unimportant
• Identifying the steps in achieving your goals

The Impact of Your Environment:

• Desk management
• What should be filed?
• Organising your office and workstation
• Creating an environment for peak productivity

The Impact of Others:

• Managing meeting more productively and effectively
• Delegating – even if you are not the boss
• Dealing with e-mail overload
• Managing and reducing distractions and interruptions
• Coordinating others activities to ensure that you achieve your goals
• Barriers to effective delegation:
  • I can do it better
  • The task is unpleasant
  • I want to retain control
  • I can do it faster
• Knowing which meetings you should attend
• Knowing when you should say “No”
• Managing your phone calls and e-mails
• Dealing with time waster such as visitors, e-mails and the internet
• Managing your dependencies on others
• Managing your manager

And much more!

WHO SHOULD ATTEND

• Anyone wanting to increase their productivity
• Anyone aiming to outperform their peers and co-workers
• Anyone who feels they can improve their time management skills
• Anyone who feels that they are not performing to their full potential
• Anyone who can benefit from improved organisation and self-management

OUTCOMES

• Be able to set and achieve goals
• Increase productivity
• Know how to manage your priorities effectively
• Take away tools and techniques to become a high achiever
• Be able to consistently focus on priorities
• Regain a feeling of control

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 Mastering Time Management & Self-Management first appeared on Astrotech Learning.