Course Academy for Assistants - Key Skills

Module 1: Communication Skills - Assertive Communication

• Correct, helpful communication as the basis for creating healthy interpersonal relationships in the workplace Communication process Building trust and persuasiveness Communication channels (emphasis on the unity of verbal, vocal and nonverbal communication) Personality typology Personality typology according to four types of energy, temperament Personality test Why we get along better with some people and not with others. Practical advice and instructions on how to work with differences How to recognize what someone needs and choose a suitable type of communication based on what has been found Similarity/difference of communication between individual personality types. Application of typology principles in various aspects of an assistant's work. Professional behavior, business etiquette. Principles of polite behavior, etiquette and ethics in the workplace

Module 2: Professional Telephone and E-mail Communication:

Professional Telephoning

• Structure of a phone call (introduction, conversation, conclusion) Structure of self-introduction, Most frequent mistakes in telephoning, Preparation for telephoning: arguments, questions

Telephone Conversation

• typology of callers, ways of dealing with them, communication styles, negotiation techniques for a telephone conversation, nonverbal communication during telephoning

Conclusion: Summary, Motivational Phrases, Farewell

• Paraphrases and summaries Motivational phrases, reference to activity after the conversation ends Evaluation of the phone call