Clerical and Administrative Assistant Series (Sacramento County) PM Session

Human services professionals in clerical or administrative roles play a vital part in their organization’s success. Whether they serve in an internal or external customer-facing capacity, they are often the first point of contact for individuals seeking assistance. These initial interactions frequently shape how customers perceive the quality of care and service they will receive.

This engaging and interactive series explores the skills, abilities and behaviors that support excellent customer service in a human services environment.

Learning Objectives

After attending this training, participants will be able to:

• Recognize the impact of excellent customer service practices on the lives of the people they serve
• Understand the concepts behind effective communication and building meaningful relationships
• Apply strategies to improve client motivation and diffuse emotional outbursts
• Implement techniques to enhance time management and organizational skills
• Practice skills that strengthen personal value and professional effectiveness

Format

This series is organized into four distinct half-day modules. Please consult your specific program schedule to determine whether modules are scheduled separately or combined over several days.

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.

Module 1: Communicating Customer Service Excellence

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.

Module 2: Motivation and Handling Challenging Behaviors

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

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.

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 module focuses on strategies for enhancing and sustaining personal feelings of engagement and how to get out of our own way to be a success.