Professional Excellence II for Tribal Secretaries
and
Administrative Assistants: Business
Communications Skills
 Good communications — both written and verbal — is one of the most important skills tribal secretaries and administrative assistants can possess. In your role, responsibilities may include writing letters, developing meeting agendas, answering phones and providing information at meetings. To do your job well, you must be an efficient and effective communicator.
During this hands-on class, we’ll examine business communications basics, as well as strategies for developing strong communications skills. You’ll learn tips to become a better speller; e-mail techniques; business writing style/form; and ways to deal with difficult people on the phone. Plus, we ’ll discuss effective listening - a key aspect of good communications — with a focus on what makes a good listener, the types of listening and barriers to avoid when speaking to someone.
Attend this interactive class and get tools for everyday use. Boost your communications skills — register today!
| T O P I C S I N C L U D E |
The Basics of Business Communications
- What makes business communications different from other communications?
- Interpersonal communications vs. group setting communications
- What you say and do in the office
- Getting above the fray
- Getting your point across
- Communications skills that will help you get ahead
Communication Anxiety
- What is it?
- The source
- Tips for being comfortable and confident
Basic Writing Skills
- Getting started
- Where to get help with the basics
- Grammar
- Spelling
- Punctuation
- Five easy steps to better writing
- How to become a better speller
- Style
- Editing
Specialized Writing
- Business letters
- Office memos
|
The Perils and Pleasures of E-Mail
- What makes e-mail different?
- When and how to use e-mail
- When to avoid using e-mail
- 10 tips for effective e-mail correspondence
- E-mail relationships
Public Speaking and Presentations
- Elements of presentations
- Delivery specifics:
– Understanding your audience
– Dos and don’ts
Verbal Communication and Listening
- Using Standard English and slang
- Taking the time to listen
- Types of listening
- Understanding “trigger” words
- Filtering for meaning
- Barriers to active listening
- Providing the right information
Telephone Etiquette
- Projecting the right image over the telephone
- Citizen calls
- Dealing with complaints
- Vendor calls
- Unwelcome callers
- VIP calls
- Dealing with difficult callers
- Understanding the mechanics
- Telephone relationships
| Communicating in a Team Environment
- Understanding group dynamics
- Checklist for a productive meeting
- Characteristic of an effective group
- Characteristics that inhibit team performance
*Topics subject to change. |
|
