Course Outline
(This course outline is available as a PDF)
Day 1 – Verbal Communication
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General rules for in person business greetings and introductions, including body language and
vocabulary
- General telephone etiquette including screening calls and recording messages
- Handling difficult customers – theory and practice
- Tips and suggestions to improving listening skills
Day 2 – Written Communication in the workplace
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How to prepare various business correspondence – letters, memoranda
- Styles and format of business writing – basic letter writing principles; punctuation and codes;
letters for signature
- How to read and fill out various forms – invoices, order forms and shipping documents
- Procedures for handling and processing incoming and outgoing mail
Day 3 – Data Management and Record Keeping
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Importance of Data Management and Record Keeping
- Types of filing systems – alpha, numeric, geographic, etc.
- Functions of a file room
- Management of active and inactive records
- Purging and shredding files
Day 4 – Office Protocol and Business Etiquette
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How to set up and organize your work station
- Ordering and managing office supplies
- How to effectively use a day timer, manage time and improve workplace performance
- Planning and scheduling
- Interpersonal skills required for the office
- Workplace etiquette
- Confirming and clarifying instructions
- Tips and tools to general business protocol
Day 5 – Preparing, Organizing Meetings and Making Travel Arrangements
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Preparations for formal and informal meetings and conferences including agenda, notices,
resources, assembling supplies and reserving boardrooms, etc.
- Recording and preparing minutes of meetings
- Follow-up of meetings and conferences
- Arranging and participating in teleconferencing and team meetings
- Arranging and organizing travel arrangements
- Preparing itineraries, travel advance and expense vouchers