Topic1. Telephone conversations etiquette
Standards of telephone communications.
Basic requirements for business language.
Request registration during incoming calls.
Psychological components of successful business communication.
”Telephone etiquette” exercise
Practice for voice and articulation.
Analysis of mistakes, negatively affecting the course of the conversation.
Topic 2.Effective communication principles.
Conflicts. Types of conflict behavior.
Behavior algorithms in conflict.
Behavior models in conflict.
“Conflict prevention” role playing game
Effective methods of conflict resolution.
Psychological diagnostics: Diagnostic of strategies of behavior among the participants using M.Thomas’ test. (Recommendations for correction as a result of testing).
Topic 3. Emotions Control.
Working with common fears of office managers. Stress and its symptoms.
Principles of antistressful lifestyle.
Ways to reduce negative emotions.
Principles of positive thinking.
“Emotional messages" in communication of interlocutors.
Exercises for development of positive thinking.
"First aid in acute stress situations" exercise.
Psychodiagnostics . "Degree of psychological stress reactions” test. (Recommendations for correction as a result of testing).
Topic 4. Manipulation techniques and manipulation protection.
What is manipulation?
How to determine that we are manipulated by someone?
Techniques of effectively response to manipulation.
Topic 5. Possible types of visitors and how to interact with them
Actions of office manager with various types of visitors.
Topic 6. How to build effective relationships with the boss?
How to calm the raged boss?
Effective ways to get at the busy boss.
Group discussion “Analysis of complex situations of office manager and constructive ways out of them”
Secretaries, personal assistants
Language of delivery
Check Point Talent Solutions Almaty
2 days, 16 hours