Professional Excellence II for Tribal Secretaries and
Administrative Assistants: Business Communications Skills
Human Resources

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. This class will be taught by Lisa Riggleman,* a specialist in business communications, customer service, team building and management skills who also serves as a personal speech coach. She’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!

*Instructor subject to change.

Topics that will be covered include:

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 Office politics Office gossip 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 Meeting agendas Meeting minutes Taking notes 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 The use of 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 Incoming Calls Projecting the right image over the telephone When the press calls Citizen calls Dealing with complaints Vendor calls Unwelcome callers VIP calls Dealing with difficult callers Understanding the mechanics The phone/desk set-up Telephone relationships Outgoing Calls Emergency calls Delivering bad news Calls to VIPs Preparing for the outgoing call Calls to complain Meetings Assessing your role at meetings When to speak up Participating in meeting discussions Providing information The meeting presentation Supporting documentation When you’re called upon to speak or provide information Presentation delivery Strategies for Developing Stronger Communications Skills The classic books on the subject Books on tape Practice Professional organizations Dealing with communication anxieties