Clerical and Administrative Assistant Series

Module 1: Communicating Customer Service Excellence

Customer service is the impact you have on the people you serve. This module presents concepts and provides strategies to enhance the level of customer service provided and maximize the positive impact on your clients and the community-at-large.

Topics include:

• Defining your impact on your organization and community
• Recognizing the significance of the various aspects of communication on service provision
• Identifying when to apply appropriate conflict resolution modes
• Practicing the art of assertiveness and developing an attitude of accountability

Module 2: Motivation and Handling Difficult People

This module explores motivations and how effectively accessing them can improve job satisfaction and better manage difficult conversations. Participants will explore why difficult people are difficult, as well as practice basic de-escalation techniques for individuals who verbally act out.

Topics include:

• Defining motivation and understanding its relationship to productivity
• Employing models of dealing with difficult conversations
• Learning crisis de-escalation strategies to remain safe and productive with a client
• Building active listening skills and uncovering communication challenges to improve relationships

Module 3: Organizing Yourself for Better Effectiveness

This module assists participants in maximizing their time and energy through a variety of techniques that emphasize efficiency and effectiveness. Concepts and components of time management and prioritization will be covered, with emphasis placed on the importance of organization, being effective, planning efficiently and prioritizing tasks.

Topics include:

• Using systematic ways to organize and streamline paperwork
• Overcoming obstacles to effective time management
• Setting priorities through planning and scheduling
• Maintaining professionalism and confidentiality through email and telephone
• Demonstrating focus and drive through establishing meaningful goals

Module 4: Feeling Great About What You Do

Studies show that appreciation and recognition for a job well done are the most powerful motivators for accessing engagement and discretionary effort. This nodule focuses on strategies for enhancing and sustaining personal feelings of engagement and how to get out of our own way to be a success.

Topics include:

• Using systematic ways to organize and streamline paperwork
• Overcoming obstacles to effective time management
• Setting priorities through planning and scheduling
• Maintaining professionalism and confidentiality through email and telephone
• Demonstrating focus and drive through establishing meaningful goals

Putting It All Together

Participants will learn strategies and principles through role playing, interactive discussions and scenario-based learning. Additionally, transfer of learning opportunities will be available at the beginning and end of each module.