Developed For: Georgia Division of Family and Children Services Education and Training Services Section Curriculum Develop...
Table of Contents Clerical Support Training has the following 5 modules with  matching activities, a final assessment and ...
Welcome <ul><li>Welcome to  Clerical Support Training! </li></ul><ul><li>This course is organized in a  modular  format.  ...
Purpose and Goals <ul><li>PURPOSE GOALS </li></ul><ul><li>You have  five  goals: </li></ul><ul><li>Learn about professiona...
WELCOME: Instructions <ul><li>At the end of each module click on the Main Menu  </li></ul><ul><li>button  located at the b...
WELCOME: END <ul><li>This is the end of the module.  </li></ul><ul><li>Click  HERE  to return to the main menu. </li></ul>...
PROFESSIONALISM: Objectives MODULE 1 <ul><li>At the end of this session, you will be able to: </li></ul><ul><li>Distinguis...
PROFESSIONALISM  Lesson 1: Appearance <ul><li>The first step in </li></ul><ul><li>showing professionalism  </li></ul><ul><...
PROFESSIONALISM  Lesson 1: Appearance <ul><li>Keep in mind that if you </li></ul><ul><li>work in an office, the </li></ul>...
PROFESSIONALISM Lesson 2: Personal Qualities <ul><li>There are three personal qualities needed in </li></ul><ul><li>any of...
PROFESSIONALISM Lesson 2: Personal Qualities <ul><li>Attitude </li></ul><ul><li>Bottom line, if you desire positive result...
PROFESSIONALISM Lesson 2: Personal Qualities <ul><li>Attitude </li></ul><ul><li>A bad attitude, is, without reservation, t...
PROFESSIONALISM Lesson 2: Personal Qualities <ul><li>Knowledge </li></ul><ul><li>Knowledgeable staff create a winning situ...
PROFESSIONALISM Lesson 2: Personal Qualities <ul><li>Willingness to Help </li></ul><ul><li>Employees who show a consistent...
PROFESSIONALISM Lesson 3: Privacy <ul><li>Because of the nature of the work we do, we </li></ul><ul><li>are often responsi...
PROFESSIONALISM Lesson 3: Privacy <ul><li>Key Areas Related to Privacy for the Client: </li></ul><ul><li>Social Security I...
PROFESSIONALISM Lesson 3: Privacy <ul><li>Social Security Information </li></ul><ul><li>When handling client Social Securi...
PROFESSIONALISM Lesson 3: Privacy <ul><li>Sensitive Documents </li></ul><ul><li>Protect clients from identity theft and ot...
PROFESSIONALISM Lesson 3: Privacy <ul><li>Data Entry Screens </li></ul><ul><li>Be mindful of other clients gaining access ...
PROFESSIONALISM Lesson 3: Privacy <ul><li>Key Areas Related to Personal Privacy: </li></ul><ul><li>Personal Calls </li></u...
PROFESSIONALISM Lesson 3: Privacy <ul><li>Personal Calls </li></ul><ul><li>Keep in mind that there is very little privacy ...
PROFESSIONALISM Lesson 3: Privacy <ul><li>Email & Computer Monitoring </li></ul><ul><li>Employers have complete access to ...
PROFESSIONALISM Lesson 3: Privacy <ul><li>Secure Web sites </li></ul><ul><li>There are things you can do to protect yourse...
PROFESSIONALISM Lesson 3: Privacy <ul><li>Passwords </li></ul><ul><li>When creating a password, choose a long, but  </li><...
PROFESSIONALISM: END <ul><li>This is the end of the module.  </li></ul><ul><li>Click  HERE  to return to the main menu. </...
CUSTOMER SERVICE: Objectives MODULE 2 <ul><li>At the end of this session, you will be able to: </li></ul><ul><li>Apply app...
CUSTOMER SERVICE Lesson 1: Beginning Days <ul><li>First things first:  At the beginning of each day,  all messages should ...
CUSTOMER SERVICE Lesson 1: Beginning Days <ul><li>Review your task completion list  </li></ul><ul><li>Re-prioritize lists ...
CUSTOMER SERVICE Lesson 2: Ending Days <ul><li>Have a specified end time for your day </li></ul><ul><li>Organize the work ...
CUSTOMER SERVICE Lesson 3: Enhanced Services <ul><li>Provide enhanced services by: </li></ul><ul><li>Identifying and antic...
CUSTOMER SERVICE:  Quiz <ul><li>Test your customer service knowledge </li></ul><ul><li>by taking the following 10 question...
CUSTOMER SERVICE: END <ul><li>This is the end of the module.  </li></ul><ul><li>Click  HERE  to return to the main menu. <...
COMMUNICATIONS: Objectives MODULE 3 <ul><li>At the end of this session, you will be able to: </li></ul><ul><li>Discuss typ...
COMMUNICATIONS Lesson 1: Effective Communication <ul><li>Effective communication </li></ul><ul><li>involves relaying messa...
COMMUNICATIONS Lesson 1: Effective Communication <ul><li>When communicating verbally, </li></ul><ul><li>be mindful of the ...
COMMUNICATIONS Lesson 1: Effective Communication <ul><li>When communicating nonverbally, </li></ul><ul><li>be mindful of t...
COMMUNICATIONS Lesson 1: Effective Communication <ul><li>When communicating in a written </li></ul><ul><li>format, take ca...
COMMUNICATIONS Lesson 1: Effective Communication <ul><li>When listening while others </li></ul><ul><li>communicate, take c...
COMMUNICATIONS Lesson 2: Telephone Tips Source:  Microsoft Clip Art Gallery <ul><li>The next set of lessons are designed t...
COMMUNICATIONS Lesson 2: Telephone Tips <ul><li>Tips for handling phones: </li></ul><ul><li>Smile your voice gets brighter...
COMMUNICATIONS Lesson 2: Telephone Tips <ul><li>Tips for handling phones: </li></ul><ul><li>Be friendly and concise </li><...
COMMUNICATIONS Lesson 2: Telephone Tips <ul><li>Tips for handling phones: </li></ul><ul><li>Talk slower than usual – rate ...
COMMUNICATIONS  Lesson 2: Telephone Tips <ul><li>When answering calls, be sure to: </li></ul><ul><li>Answer calls by 2 nd ...
COMMUNICATIONS  Lesson 2: Telephone Tips <ul><li>When answering calls, be sure to: </li></ul><ul><li>Listen and be helpful...
COMMUNICATIONS  Lesson 2: Telephone Tips  <ul><li>When placing a call: </li></ul><ul><li>Identify yourself </li></ul><ul><...
COMMUNICATIONS  Lesson 2: Telephone Tips  <ul><li>When placing a call: </li></ul><ul><li>Leave a complete and concise mess...
COMMUNICATIONS Lesson 3: Difficult Calls <ul><li>When a caller is angry or upset: </li></ul><ul><ul><li>Listen carefully <...
COMMUNICATIONS Lesson 3: Difficult Calls <ul><li>When a caller is angry,  DO NOT : </li></ul><ul><ul><li>Argue – remain ca...
COMMUNICATIONS Lesson 4: Office Awareness <ul><li>When communicating with internal and external </li></ul><ul><li>clients,...
COMMUNICATIONS Lesson 5: Voicemail Tips <ul><li>Tips for voicemail: </li></ul><ul><li>Keep outgoing message updated </li><...
COMMUNICATIONS Lesson 6: Taking Messages <ul><li>When taking messages, be sure to include : </li></ul><ul><ul><li>Who the ...
COMMUNICATIONS Lesson 7:  Email Etiquette <ul><li>Email communication requires handling with care.  </li></ul><ul><li>When...
COMMUNICATIONS Lesson 7:  Email Etiquette <ul><li>When composing an email, be sure to: </li></ul><ul><li>Make message clea...
COMMUNICATIONS Lesson 7:  Email Etiquette <ul><li>Because email is a nonverbal in form, it requires that </li></ul><ul><li...
COMMUNICATIONS Lesson 7:  Email Etiquette <ul><li>To see a short video presentation explaining things to </li></ul><ul><li...
COMMUNICATIONS Quiz <ul><li>Take a moment to complete the short 10 question </li></ul><ul><li>communications quiz.  Comple...
COMMUNICATION: END <ul><li>This is the end of the module.  </li></ul><ul><li>Click  HERE  to return to the main menu. </li...
TIME MANAGEMENT: Objectives MODULE 4 <ul><li>At the end of this session, you will be able to: </li></ul><ul><li>Recognize ...
TIME MANAGEMENT Lesson 1: Eliminate Time Wasters <ul><li>Time wasters in the office are: </li></ul><ul><li>Procrastination...
TIME MANAGEMENT Lesson 1: Eliminate Time Wasters <ul><li>Some methods for eliminating procrastination are: </li></ul><ul><...
TIME MANAGEMENT Lesson 1: Eliminate Time Wasters <ul><li>Some methods for eliminating poor organization are: </li></ul><ul...
TIME MANAGEMENT Lesson 1: Eliminate Time Wasters <ul><li>Some ways to eliminate poor messages are: </li></ul><ul><li>Be cl...
TIME MANAGEMENT Lesson 1: Eliminate Time Wasters <ul><li>Some ways to eliminate interruptions are: </li></ul><ul><li>Ident...
TIME MANAGEMENT Lesson 1: Eliminate Time Wasters <ul><li>Some ways to eliminate fatigue are: </li></ul><ul><li>Establish p...
TIME MANAGEMENT Lesson 2: Setting Priorities <ul><li>Setting priorities and multitasking are skills that </li></ul><ul><li...
TIME MANAGEMENT Lesson 2: Setting Priorities <ul><li>Stephen Covey, in his book,  Seven Habits of Highly </li></ul><ul><li...
TIME MANAGEMENT Lesson 3: Scheduling & Reminders <ul><li>Sometimes priorities shift and what was urgent  </li></ul><ul><li...
TIME MANAGEMENT Lesson 3: Scheduling & Reminders <ul><li>Additionally, those who schedule period review and  </li></ul><ul...
TIME MANAGEMENT:  Exercise – Time Mgmt. Survey <ul><li>Take a moment to complete the online time  </li></ul><ul><li>manage...
TIME MANAGEMENT: END <ul><li>This is the end of the module.  </li></ul><ul><li>Click  HERE  to return to the main menu. </...
STRESS MANAGEMENT: Objectives MODULE 5 <ul><li>At the end of this session, you will be able to: </li></ul><ul><li>Determin...
STRESS MANAGEMENT Lesson 1: Common Stressors <ul><li>Some stress is out of our </li></ul><ul><li>control such as: </li></u...
STRESS MANAGEMENT Lesson 1: Common Stressors <ul><li>Other areas of potential causes of stress are: </li></ul><ul><li>Boss...
STRESS MANAGEMENT Lesson 2: Physical Stress Signs <ul><li>Physical signs that you may be under stress are: </li></ul><ul><...
STRESS MANAGEMENT Lesson 3: Emotional Stress Signs <ul><li>Emotional signs that you may be under stress are: </li></ul><ul...
STRESS MANAGEMENT Lesson 4: Major Life Changes <ul><li>The following major life changes or events have been </li></ul><ul>...
STRESS MANAGEMENT Lesson 5: Stress Relievers <ul><li>Potential stress relief practices are: </li></ul><ul><li>Exercise </l...
STRESS MANAGEMENT Lesson 5: Stress Prevention <ul><li>Potential stress prevention practices are: </li></ul><ul><li>Plan fo...
STRESS MANAGEMENT:  Exercise – Am I Stressed? <ul><li>Take a moment to complete the online stress </li></ul><ul><li>manage...
STRESS MANAGEMENT: END <ul><li>This is the end of the module.  </li></ul><ul><li>Click  HERE  to return to the main menu. ...
Resources <ul><li>BOOKS </li></ul><ul><li>Evenson, R. (2010).  Customer Service Training 101. </li></ul><ul><li>Farr, M.  ...
Evaluation <ul><li>Please take a moment to evaluate the </li></ul><ul><li>overall effectiveness of this training by  </li>...
FINAL ASSESSMENT <ul><li>This FINAL ASSESSMENT  will test your </li></ul><ul><li>comprehension of the material in all five...
Question 1 <ul><li>Time management includes: </li></ul><ul><li>Listing your goals </li></ul><ul><li>Making a daily schedul...
Question 2 <ul><li>All of the following are forms of </li></ul><ul><li>non-verbal communication except? </li></ul><ul><li>...
Question 3 <ul><li>When faced with an irate caller </li></ul><ul><li>DO NOT: </li></ul><ul><li>Act quickly to resolve the ...
Question 4 <ul><li>You know you have a strong </li></ul><ul><li>password when: </li></ul><ul><li>It’s your name  </li></ul...
Question 5 <ul><li>What can you do to ensure a </li></ul><ul><li>professional email? </li></ul><ul><li>Correct spelling an...
Question 6 <ul><li>What is a cause of stress? </li></ul><ul><li>Major life changes </li></ul><ul><li>Listing your goals </...
Question 7 <ul><li>Which of the following dress codes </li></ul><ul><li>is incorrect? </li></ul><ul><li>  Smart casual att...
Question 8 <ul><li>What are the main factors involved </li></ul><ul><li>in improving your personal qualities </li></ul><ul...
Question 9 <ul><li>What are some tips to help you </li></ul><ul><li>when listening to others? </li></ul><ul><li>Establish ...
Question 10 <ul><li>Which is NOT a way to manage  </li></ul><ul><li>stress? </li></ul><ul><li>Confront the problem </li></...
Correct Answer! GO  BACK GREAT JOB!
Incorrect Answer, Please Try Again Go  Back
Business Attire - Men <ul><li>The following are examples of appropriate business attire for men: </li></ul><ul><li>Solid, ...
Business Attire - Women <ul><li>The following are examples of appropriate business attire for women: </li></ul><ul><li>Sol...
Business Casual Attire - Men <ul><li>The following are examples of appropriate business casual attire for men: </li></ul><...
Business Casual Attire - Women <ul><li>The following are examples of appropriate business casual attire for women: </li></...
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Clerical support training

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Clerical support training

  1. 1. Developed For: Georgia Division of Family and Children Services Education and Training Services Section Curriculum Developer: Denise Wells NEXT EDUCATION AND TRAINING SERVICES SECTION GEORGIA DEPARTMENT OF HUMAN SERVICES DIVISION OF FAMILY AND CHILDREN SERVICES Clerical Support Staff Training Presentation
  2. 2. Table of Contents Clerical Support Training has the following 5 modules with matching activities, a final assessment and an evaluation. <ul><li>Welcome </li></ul><ul><li>Module 1 – Professionalism </li></ul><ul><li>Module 2 – Customer Service </li></ul><ul><li>Module 3 – Communications </li></ul><ul><li>Module 4 – Time Management </li></ul><ul><li>Module 5 – Stress Management </li></ul><ul><li>Final Assessment </li></ul><ul><li>Evaluation </li></ul><ul><li>Additional Resources </li></ul>Source: Microsoft Clip Art Gallery DONE START
  3. 3. Welcome <ul><li>Welcome to Clerical Support Training! </li></ul><ul><li>This course is organized in a modular format. Each </li></ul><ul><li>module presents material pertaining to one section of </li></ul><ul><li>the course and appears in a list on the contents page. </li></ul><ul><li>If you are learning the material for the first time, you </li></ul><ul><li>may want to complete each module in the order </li></ul><ul><li>presented. Once you have completed a module, it is </li></ul><ul><li>available for you to revisit at any time. </li></ul><ul><li>Assistance: Contact the HelpDesk at 706.355.5144 with any questions you have during the training </li></ul>
  4. 4. Purpose and Goals <ul><li>PURPOSE GOALS </li></ul><ul><li>You have five goals: </li></ul><ul><li>Learn about professionalism </li></ul><ul><li>Learn about customer service </li></ul><ul><li>Learn about communications </li></ul><ul><li>Learn about time management </li></ul><ul><li>Learn about stress management </li></ul>The purpose of this training is to introduce you to the concepts and resources needed to be successful in your role as clerical support staff.
  5. 5. WELCOME: Instructions <ul><li>At the end of each module click on the Main Menu </li></ul><ul><li>button located at the bottom of the page in </li></ul><ul><li>order to return to the Table of Contents. </li></ul><ul><li>From the Table of Contents, click on each module </li></ul><ul><li>in order to launch the training associated with that </li></ul><ul><li>topic. Select each module until all modules have been </li></ul><ul><li>completed. </li></ul><ul><li>Be sure to also complete all activities and the Final </li></ul><ul><li>Assessment prior to ending the training. </li></ul>Main Menu
  6. 6. WELCOME: END <ul><li>This is the end of the module. </li></ul><ul><li>Click HERE to return to the main menu. </li></ul>Go To Mod 1
  7. 7. PROFESSIONALISM: Objectives MODULE 1 <ul><li>At the end of this session, you will be able to: </li></ul><ul><li>Distinguish appropriate attire & grooming. </li></ul><ul><li>Recognize and identify desirable personal qualities required in an office. </li></ul><ul><li>List habits for conducting business while maintaining customer privacy. </li></ul>p. 1 of 18 - PROFESSIONALISM
  8. 8. PROFESSIONALISM Lesson 1: Appearance <ul><li>The first step in </li></ul><ul><li>showing professionalism </li></ul><ul><li>is appearance. We only </li></ul><ul><li>have one opportunity to </li></ul><ul><li>make a good first </li></ul><ul><li>impression. </li></ul><ul><li>Most offices require </li></ul><ul><li>either business or casual </li></ul><ul><li>attire. </li></ul><ul><li>It is important to ALWAYS </li></ul><ul><li>adhere to agency policy </li></ul><ul><li>regarding attire. </li></ul>Source: Microsoft Clip Art Gallery p. 2 of 18 - PROFESSIONALISM Business Business Casual
  9. 9. PROFESSIONALISM Lesson 1: Appearance <ul><li>Keep in mind that if you </li></ul><ul><li>work in an office, the </li></ul><ul><li>following items are NEVER </li></ul><ul><li>appropriate for work: </li></ul><ul><li>Tank or halter tops </li></ul><ul><li>Midriffs </li></ul><ul><li>Muscle shirts </li></ul><ul><li>Items with profane or obscene wording. </li></ul><ul><li>Click on each item to your right to learn </li></ul><ul><li>About acceptable options for both male and </li></ul><ul><li>Female business and casual styles. </li></ul>Source: Microsoft Clip Art Gallery p. 3 of 18 - PROFESSIONALISM Business Business Casual
  10. 10. PROFESSIONALISM Lesson 2: Personal Qualities <ul><li>There are three personal qualities needed in </li></ul><ul><li>any office setting: </li></ul><ul><li>Attitude </li></ul><ul><li>Knowledge </li></ul><ul><li>Willingness to Help </li></ul>p. 4 of 18 - PROFESSIONALISM
  11. 11. PROFESSIONALISM Lesson 2: Personal Qualities <ul><li>Attitude </li></ul><ul><li>Bottom line, if you desire positive results you </li></ul><ul><li>must give positive input. </li></ul><ul><li>Negative input will ensure negative results and </li></ul><ul><li>negative feedback from others. </li></ul><ul><li>Remember that someone with a negative </li></ul><ul><li>attitude affects the whole team. Likewise, </li></ul><ul><li>someone with a positive attitude can help to </li></ul><ul><li>eventually remove negative behaviors. </li></ul>p. 5 of 18 - PROFESSIONALISM
  12. 12. PROFESSIONALISM Lesson 2: Personal Qualities <ul><li>Attitude </li></ul><ul><li>A bad attitude, is, without reservation, the </li></ul><ul><li>most detracting of all interpersonal traits! </li></ul><ul><li>Earl Nightingale </li></ul><ul><li>Take a moment to complete this brief exercise </li></ul><ul><li>to determine whether you are a positive or </li></ul><ul><li>negative person. </li></ul><ul><li>Launch Positive or Negative Attitude Exercise </li></ul><ul><li>Source: Developed 2008 for Mind Tools Ltd. </li></ul>p. 6 of 18 - PROFESSIONALISM
  13. 13. PROFESSIONALISM Lesson 2: Personal Qualities <ul><li>Knowledge </li></ul><ul><li>Knowledgeable staff create a winning situation for all </li></ul><ul><li>involved because they ensure the following: </li></ul><ul><li>Faster service times </li></ul><ul><li>Efficient handling of cases </li></ul><ul><li>Accurate solutions </li></ul><ul><li>Timely processing and reviews </li></ul>p. 7 of 18 - PROFESSIONALISM
  14. 14. PROFESSIONALISM Lesson 2: Personal Qualities <ul><li>Willingness to Help </li></ul><ul><li>Employees who show a consistent willingness to </li></ul><ul><li>help others are seen as more: </li></ul><ul><li>Trustworthy </li></ul><ul><li>Worthy of promotion </li></ul><ul><li>Committed to the team </li></ul><ul><li>Dedicated to enhancing the team performance </li></ul>p. 8 of 18 - PROFESSIONALISM
  15. 15. PROFESSIONALISM Lesson 3: Privacy <ul><li>Because of the nature of the work we do, we </li></ul><ul><li>are often responsible for handling a client’s </li></ul><ul><li>personal information. </li></ul><ul><li>It is vital for both the client and agency that </li></ul><ul><li>maximum efforts are used to safeguard all </li></ul><ul><li>personal information received. </li></ul>p. 9 of 18 - PROFESSIONALISM
  16. 16. PROFESSIONALISM Lesson 3: Privacy <ul><li>Key Areas Related to Privacy for the Client: </li></ul><ul><li>Social Security Information </li></ul><ul><li>Sensitive Documents </li></ul><ul><li>Data Entry Screens </li></ul>p. 10 of 18 - PROFESSIONALISM
  17. 17. PROFESSIONALISM Lesson 3: Privacy <ul><li>Social Security Information </li></ul><ul><li>When handling client Social Security information, it is </li></ul><ul><li>most important that special care be taken to keep </li></ul><ul><li>this information confidential and out of sight. </li></ul><ul><li>Identity theft is a huge concern and our staff have to </li></ul><ul><li>take due diligence to protect clients from </li></ul><ul><li>infringement. </li></ul>p. 11 of 18 - PROFESSIONALISM
  18. 18. PROFESSIONALISM Lesson 3: Privacy <ul><li>Sensitive Documents </li></ul><ul><li>Protect clients from identity theft and other </li></ul><ul><li>violations by shredding sensitive documents they </li></ul><ul><li>have submitted such as receipts, bills, credit card </li></ul><ul><li>information, etc. </li></ul>p. 12 of 18 - PROFESSIONALISM
  19. 19. PROFESSIONALISM Lesson 3: Privacy <ul><li>Data Entry Screens </li></ul><ul><li>Be mindful of other clients gaining access to </li></ul><ul><li>information you are entering into a computer. Be </li></ul><ul><li>sure to activate a screen saver if you must step away </li></ul><ul><li>from your terminal for any reason. </li></ul>p. 13 of 18 - PROFESSIONALISM
  20. 20. PROFESSIONALISM Lesson 3: Privacy <ul><li>Key Areas Related to Personal Privacy: </li></ul><ul><li>Personal Calls </li></ul><ul><li>Email & Computer Monitoring </li></ul><ul><li>Secure Web sites </li></ul><ul><li>Passwords </li></ul>p. 14 of 18 - PROFESSIONALISM
  21. 21. PROFESSIONALISM Lesson 3: Privacy <ul><li>Personal Calls </li></ul><ul><li>Keep in mind that there is very little privacy at work. </li></ul><ul><li>The best way to ensure private telephone calls at </li></ul><ul><li>work is by using your personal cellular phone. (Keep </li></ul><ul><li>personal calls to a minimum, though). </li></ul><ul><li>Assume that calls made using agency phone lines are </li></ul><ul><li>being monitored. </li></ul>p. 15 of 18 - PROFESSIONALISM
  22. 22. PROFESSIONALISM Lesson 3: Privacy <ul><li>Email & Computer Monitoring </li></ul><ul><li>Employers have complete access to all emails and </li></ul><ul><li>computers files. Think of them as a permanent </li></ul><ul><li>paper trail. </li></ul><ul><li>Some employers even use computer software that </li></ul><ul><li>allows them to track internet usage and emails, view </li></ul><ul><li>files stored on terminals or hard disks and even show </li></ul><ul><li>what you are currently working on. Always assume </li></ul><ul><li>your work is being monitored. </li></ul>p. 16 of 18 - PROFESSIONALISM
  23. 23. PROFESSIONALISM Lesson 3: Privacy <ul><li>Secure Web sites </li></ul><ul><li>There are things you can do to protect yourself and t </li></ul><ul><li>he agency when going online. </li></ul><ul><li>Have the Information Technology (IT) department </li></ul><ul><li>install malware protection on your system. </li></ul><ul><li>Also, visit secure sites. You will know that a site is </li></ul><ul><li>secure if you see http s :// in the address bar rather </li></ul><ul><li>than simply http:// when you are web surfing. </li></ul>p. 17 of 18 - PROFESSIONALISM
  24. 24. PROFESSIONALISM Lesson 3: Privacy <ul><li>Passwords </li></ul><ul><li>When creating a password, choose a long, but </li></ul><ul><li>memorable one. Make sure it is easy for your to </li></ul><ul><li>remember but difficult for someone else to guess. </li></ul><ul><li>Remember that no one will ever contact you to ask </li></ul><ul><li>for your password or pin numbers. Should you </li></ul><ul><li>receive any such requests, always ignore them. </li></ul>p. 18 of 18 - PROFESSIONALISM
  25. 25. PROFESSIONALISM: END <ul><li>This is the end of the module. </li></ul><ul><li>Click HERE to return to the main menu. </li></ul>Main Menu
  26. 26. CUSTOMER SERVICE: Objectives MODULE 2 <ul><li>At the end of this session, you will be able to: </li></ul><ul><li>Apply appropriate procedures for beginning the work day. </li></ul><ul><li>Apply appropriate procedures for ending the work day. </li></ul><ul><li>Determine services that enhance the client’s experience. </li></ul>p. 1 of 6 - CUSTOMER SERVICE
  27. 27. CUSTOMER SERVICE Lesson 1: Beginning Days <ul><li>First things first: At the beginning of each day, all messages should be checked for anything that may have come in overnight or since the previous work day ended. (This will allow greater flexibility with checking messages the remainder of the day). </li></ul>p. 2 of 6 - CUSTOMER SERVICE Source: Microsoft Clip Art Gallery
  28. 28. CUSTOMER SERVICE Lesson 1: Beginning Days <ul><li>Review your task completion list </li></ul><ul><li>Re-prioritize lists if any new priorities have emerged </li></ul><ul><li>Place more emphasis on successfully completing work than on beginning new work. </li></ul><ul><li>Being properly prepared to handle your day and your clients exemplifies excellent customer service. </li></ul>p. 3 of 6 - CUSTOMER SERVICE
  29. 29. CUSTOMER SERVICE Lesson 2: Ending Days <ul><li>Have a specified end time for your day </li></ul><ul><li>Organize the work station so you are ready to work when you arrive the next day. </li></ul><ul><li>Plan your schedule for the next day </li></ul><ul><li>Get enough rest </li></ul><ul><li>Prepping for the next day and getting adequate rest exemplifies excellent customer service. </li></ul>p. 4 of 6 - CUSTOMER SERVICE
  30. 30. CUSTOMER SERVICE Lesson 3: Enhanced Services <ul><li>Provide enhanced services by: </li></ul><ul><li>Identifying and anticipating client needs </li></ul><ul><li>Make the client feel important and valued </li></ul><ul><li>Help the client understand our systems and timelines </li></ul><ul><li>Give the client information about notary and other agency services, websites and tools to make their experience faster, friendlier and easier. </li></ul>p. 5 of 6 - CUSTOMER SERVICE
  31. 31. CUSTOMER SERVICE: Quiz <ul><li>Test your customer service knowledge </li></ul><ul><li>by taking the following 10 question quiz. </li></ul><ul><li>Launch Customer Service Quiz </li></ul><ul><li>Source: Developed by Md. Syafiq Zain for Allthetests.com </li></ul>p. 6 of 6 - CUSTOMER SERVICE
  32. 32. CUSTOMER SERVICE: END <ul><li>This is the end of the module. </li></ul><ul><li>Click HERE to return to the main menu. </li></ul>Main Menu
  33. 33. COMMUNICATIONS: Objectives MODULE 3 <ul><li>At the end of this session, you will be able to: </li></ul><ul><li>Discuss types of communication and determine effective ways to use each. </li></ul><ul><li>Describe the basic things to remember when handling telephone customers. </li></ul><ul><li>Describe procedures and tips to remember for handling email correspondence. </li></ul>p. 1 of 24 - COMMUNICATIONS
  34. 34. COMMUNICATIONS Lesson 1: Effective Communication <ul><li>Effective communication </li></ul><ul><li>involves relaying messages in </li></ul><ul><li>either of the following ways: </li></ul><ul><li>Verbal </li></ul><ul><li>Nonverbal </li></ul><ul><li>Writing </li></ul><ul><li>Listening </li></ul>p. 2 of 24 - COMMUNICATIONS Source: Microsoft Clip Art Gallery
  35. 35. COMMUNICATIONS Lesson 1: Effective Communication <ul><li>When communicating verbally, </li></ul><ul><li>be mindful of the following: </li></ul><ul><li>Voice tone </li></ul><ul><li>Use of appropriate grammar </li></ul><ul><li>Quality of projection </li></ul><ul><li>The intended outcome of the message you are delivering . </li></ul>p. 3 of 24 - COMMUNICATIONS Source: Microsoft Clip Art Gallery
  36. 36. COMMUNICATIONS Lesson 1: Effective Communication <ul><li>When communicating nonverbally, </li></ul><ul><li>be mindful of the following: </li></ul><ul><li>Eye contact </li></ul><ul><li>Body language </li></ul><ul><li>What others are seeing </li></ul><ul><li>The intended message you are trying to deliver </li></ul>p. 4 of 24 - COMMUNICATIONS Source: Microsoft Clip Art Gallery
  37. 37. COMMUNICATIONS Lesson 1: Effective Communication <ul><li>When communicating in a written </li></ul><ul><li>format, take care to: </li></ul><ul><li>Be accurate </li></ul><ul><li>Be concise </li></ul><ul><li>Be clear </li></ul><ul><li>Be aware of judgments that will be formed based on what you have written </li></ul>p. 5 of 24 - COMMUNICATIONS Source: Microsoft Clip Art Gallery
  38. 38. COMMUNICATIONS Lesson 1: Effective Communication <ul><li>When listening while others </li></ul><ul><li>communicate, take care to: </li></ul><ul><li>Establish and maintain eye contact </li></ul><ul><li>Concentrate on the words that are being spoken </li></ul><ul><li>Pay attention the words the speaker is stressing. </li></ul>p. 6 of 24 - COMMUNICATIONS Source: Microsoft Clip Art Gallery
  39. 39. COMMUNICATIONS Lesson 2: Telephone Tips Source: Microsoft Clip Art Gallery <ul><li>The next set of lessons are designed to: </li></ul><ul><li>Define what makes a telephone contact impressive </li></ul><ul><li>Define the image to project over the telephone </li></ul><ul><li>Give examples of how to handle an irate caller. </li></ul><ul><li>Utilize tips for using voicemail and email at work </li></ul>p. 7 of 24 - COMMUNICATIONS
  40. 40. COMMUNICATIONS Lesson 2: Telephone Tips <ul><li>Tips for handling phones: </li></ul><ul><li>Smile your voice gets brighter </li></ul><ul><li>Sit straight up </li></ul><ul><li>Greet caller with enthusiasm </li></ul><ul><li>Do not chew gum, eat or drink </li></ul>p. 8 of 24 - COMMUNICATIONS
  41. 41. COMMUNICATIONS Lesson 2: Telephone Tips <ul><li>Tips for handling phones: </li></ul><ul><li>Be friendly and concise </li></ul><ul><li>Listen and pay attention </li></ul><ul><li>Use simple language </li></ul><ul><li>Eliminate background noise </li></ul>p. 9 of 24 - COMMUNICATIONS
  42. 42. COMMUNICATIONS Lesson 2: Telephone Tips <ul><li>Tips for handling phones: </li></ul><ul><li>Talk slower than usual – rate of speech should be one that is easy to understand </li></ul><ul><li>Control your voice pitch – tone and volume should be normal </li></ul><ul><li>Control your voice clarity – speak clearly to be heard well </li></ul>p. 10 of 24 - COMMUNICATIONS
  43. 43. COMMUNICATIONS Lesson 2: Telephone Tips <ul><li>When answering calls, be sure to: </li></ul><ul><li>Answer calls by 2 nd or 3 rd ring </li></ul><ul><li>Identify yourself and the office or division you represent </li></ul><ul><li>Use an appropriate greeting: Good afternoon this is _______ in _______. How may I assist you? </li></ul>p. 11 of 24 - COMMUNICATIONS
  44. 44. COMMUNICATIONS Lesson 2: Telephone Tips <ul><li>When answering calls, be sure to: </li></ul><ul><li>Listen and be helpful </li></ul><ul><li>If transferring the call, be sure to let the caller know who they are being transferred to </li></ul><ul><li>Always ask permission before placing a caller on HOLD </li></ul><ul><li>Always ask permission before placing a caller on SPEAKER </li></ul>p. 12 of 24 - COMMUNICATIONS
  45. 45. COMMUNICATIONS Lesson 2: Telephone Tips <ul><li>When placing a call: </li></ul><ul><li>Identify yourself </li></ul><ul><li>Do not ask, “Who am I speaking with?” </li></ul><ul><li>Use your full name when requesting to speak with someone </li></ul><ul><li>State the purpose of your call </li></ul>p. 13 of 24 - COMMUNICATIONS
  46. 46. COMMUNICATIONS Lesson 2: Telephone Tips <ul><li>When placing a call: </li></ul><ul><li>Leave a complete and concise message that includes your name, phone number, time of call and nature of call </li></ul><ul><li>Speak clearly and slowly when leaving a message </li></ul>p. 14 of 24 - COMMUNICATIONS
  47. 47. COMMUNICATIONS Lesson 3: Difficult Calls <ul><li>When a caller is angry or upset: </li></ul><ul><ul><li>Listen carefully </li></ul></ul><ul><ul><li>Acknowledge the problem, but do not necessarily agree </li></ul></ul><ul><ul><li>Refer call to your supervisor when possible </li></ul></ul><ul><ul><li>Write down a detailed and accurate account of the call and the problem </li></ul></ul><ul><ul><li>Act quickly to resolve the issue </li></ul></ul>p. 15 of 24 - COMMUNICATIONS
  48. 48. COMMUNICATIONS Lesson 3: Difficult Calls <ul><li>When a caller is angry, DO NOT : </li></ul><ul><ul><li>Argue – remain calm & professional </li></ul></ul><ul><ul><li>Blame others for the problem </li></ul></ul><ul><ul><li>Interrupt the caller </li></ul></ul><ul><ul><li>Apologize – unless it is clearly your department’s mistake </li></ul></ul><ul><ul><li>Make promises </li></ul></ul>p. 16 of 24 - COMMUNICATIONS
  49. 49. COMMUNICATIONS Lesson 4: Office Awareness <ul><li>When communicating with internal and external </li></ul><ul><li>clients, do not give out: </li></ul><ul><ul><li>Whereabouts of the person who is out of the office </li></ul></ul><ul><ul><li>Who a person is already talking to </li></ul></ul><ul><ul><li>Who a person is meeting with </li></ul></ul><ul><ul><li>Who is in a person’s office </li></ul></ul><ul><ul><li>Why someone no longer works with the organization </li></ul></ul>p. 17 of 24 - COMMUNICATIONS
  50. 50. COMMUNICATIONS Lesson 5: Voicemail Tips <ul><li>Tips for voicemail: </li></ul><ul><li>Keep outgoing message updated </li></ul><ul><li>Listen to your own greeting to see how you sound to others </li></ul><ul><li>Forward calls when unavailable </li></ul><ul><li>Check messages often and return calls within 24 hours </li></ul>p. 18 of 24 - COMMUNICATIONS
  51. 51. COMMUNICATIONS Lesson 6: Taking Messages <ul><li>When taking messages, be sure to include : </li></ul><ul><ul><li>Who the message is for </li></ul></ul><ul><ul><li>Who the message is from – spell name if necessary </li></ul></ul><ul><ul><li>Leave brief, pertinent information </li></ul></ul><ul><ul><li>Whether the call is urgent </li></ul></ul><ul><ul><li>Phone number(s) </li></ul></ul>p. 19 of 24 - COMMUNICATIONS
  52. 52. COMMUNICATIONS Lesson 7: Email Etiquette <ul><li>Email communication requires handling with care. </li></ul><ul><li>When crafting emails, be sure to do the following: </li></ul><ul><li>Use correct grammar and sentence structure </li></ul><ul><li>Refrain from using the following: </li></ul><ul><ul><li>Excessive use of emoticons (  ) – one is okay, but limit use </li></ul></ul><ul><ul><li>Casual text message lingo (i.e. u in place of the word you) </li></ul></ul><ul><ul><li>All CAPITAL LETTERS. This means you’re screaming </li></ul></ul><ul><li>Use “reply” to answer an email rather than beginning a new message so that the entire communication can always be considered. </li></ul>p. 20 of 24 - COMMUNICATIONS
  53. 53. COMMUNICATIONS Lesson 7: Email Etiquette <ul><li>When composing an email, be sure to: </li></ul><ul><li>Make message clear and concise </li></ul><ul><li>Fill in the “subject line” </li></ul><ul><li>Double check the address </li></ul><ul><li>Proofread message prior to pressing send </li></ul><ul><li>Be polite and use phrases like “please” and “thank you” </li></ul>p. 21 of 24 - COMMUNICATIONS
  54. 54. COMMUNICATIONS Lesson 7: Email Etiquette <ul><li>Because email is a nonverbal in form, it requires that </li></ul><ul><li>rules for this type of communication be used. </li></ul><ul><li>Remember those reading your emails do not have the </li></ul><ul><li>benefit of hearing your tone of voice nor seeing your </li></ul><ul><li>body language. </li></ul><ul><li>Often a well intended email has unintentionally </li></ul><ul><li>delivered the wrong message to it’s recipient. To be </li></ul><ul><li>sure you are sending the right message, read it aloud </li></ul><ul><li>prior to pressing send. </li></ul>p. 22 of 24 - COMMUNICATIONS
  55. 55. COMMUNICATIONS Lesson 7: Email Etiquette <ul><li>To see a short video presentation explaining things to </li></ul><ul><li>think about when composing an email, click HERE </li></ul>p. 23 of 24 - COMMUNICATIONS
  56. 56. COMMUNICATIONS Quiz <ul><li>Take a moment to complete the short 10 question </li></ul><ul><li>communications quiz. Completing this quiz will </li></ul><ul><li>require creating an account in a secure testing area. </li></ul><ul><li>STEP 1 : </li></ul><ul><li>Log on to http://quizstar.4teachers.org / to create your account. </li></ul><ul><li>STEP 2 : </li></ul><ul><li>Under enroll, search for the Class Name “Clerical Support Training” and Quiz </li></ul><ul><li>“ Communications Quiz” </li></ul><ul><li>Step 3 : </li></ul><ul><li>Click on “My Classes” at the top of the page to continue. </li></ul><ul><li>Step 4 : </li></ul><ul><li>Select “Untaken Quizzes and follow screen to take the quiz. </li></ul>p. 24 of 24 - COMMUNICATIONS
  57. 57. COMMUNICATION: END <ul><li>This is the end of the module. </li></ul><ul><li>Click HERE to return to the main menu. </li></ul>Main Menu
  58. 58. TIME MANAGEMENT: Objectives MODULE 4 <ul><li>At the end of this session, you will be able to: </li></ul><ul><li>Recognize and eliminate time wasters in the office. </li></ul><ul><li>Develop good work organization habits. </li></ul><ul><li>Demonstrate how to set priorities based on the importance of the activity. </li></ul><ul><li>Plan a schedule with deadlines and keep a written record. </li></ul>p. 1 of 12 - TIME MANAGEMENT
  59. 59. TIME MANAGEMENT Lesson 1: Eliminate Time Wasters <ul><li>Time wasters in the office are: </li></ul><ul><li>Procrastination </li></ul><ul><li>Poor organization </li></ul><ul><li>Poor messages </li></ul><ul><li>Interruptions </li></ul><ul><li>Fatigue </li></ul>p. 2 of 12 - TIME MANAGEMENT Source: Microsoft Clip Art Gallery
  60. 60. TIME MANAGEMENT Lesson 1: Eliminate Time Wasters <ul><li>Some methods for eliminating procrastination are: </li></ul><ul><li>Understanding the task or assignment </li></ul><ul><li>Setting clear goals </li></ul><ul><li>Scheduling a framework for accomplishing the goal </li></ul><ul><li>Creating a sound evaluation for measuring success </li></ul><ul><li>Getting the right mindset for why the work is needed </li></ul>p. 3 of 12 - TIME MANAGEMENT
  61. 61. TIME MANAGEMENT Lesson 1: Eliminate Time Wasters <ul><li>Some methods for eliminating poor organization are: </li></ul><ul><li>Develop a plan for completing the task </li></ul><ul><li>Research trends and gather feedback </li></ul><ul><li>Make lists of items needed for implementation </li></ul><ul><li>Gather all items prior to beginning </li></ul><ul><li>Organize the items by when and where they will be needed in the process. </li></ul>p. 4 of 12 - TIME MANAGEMENT
  62. 62. TIME MANAGEMENT Lesson 1: Eliminate Time Wasters <ul><li>Some ways to eliminate poor messages are: </li></ul><ul><li>Be clear and concise </li></ul><ul><li>Ask for what is needed up front </li></ul><ul><li>Communicate what you can and cannot do </li></ul><ul><li>Know who you are talking to and what approach(es) you may need to take to get your message across </li></ul><ul><li>Eliminating poor messages stops phone tag or message tag or delays in getting desired results </li></ul>p. 5 of 12 - TIME MANAGEMENT
  63. 63. TIME MANAGEMENT Lesson 1: Eliminate Time Wasters <ul><li>Some ways to eliminate interruptions are: </li></ul><ul><li>Identify the type of interruption and it’s urgency </li></ul><ul><li>Establish regular “visitation hours” </li></ul><ul><li>Create a time when the entire team can talk </li></ul><ul><li>If the interrupter is a time waster who talks or gossips: </li></ul><ul><li>Stand and tell them nicely you have an errand to run. Do this every time the time waster stops by. </li></ul>p. 6 of 12 - TIME MANAGEMENT
  64. 64. TIME MANAGEMENT Lesson 1: Eliminate Time Wasters <ul><li>Some ways to eliminate fatigue are: </li></ul><ul><li>Establish proper exercise, sleep and diet habits </li></ul><ul><li>Have a comfortable temperature in your work area </li></ul><ul><li>Schedule in appropriate breaks </li></ul><ul><li>Avoid sugary or salty snacks </li></ul><ul><li>Drink plenty of fluids </li></ul>p. 7 of 12 - TIME MANAGEMENT
  65. 65. TIME MANAGEMENT Lesson 2: Setting Priorities <ul><li>Setting priorities and multitasking are skills that </li></ul><ul><li>inevitably go hand in hand with any clerical support </li></ul><ul><li>position. </li></ul><ul><li>When pulled in so many different directions, it may </li></ul><ul><li>seem difficult to decide on which task to complete first. </li></ul><ul><li>There are times when priority may depend on the </li></ul><ul><li>urgency of the task or a deadline. There are other </li></ul><ul><li>times when the urgency is determine by whom the </li></ul><ul><li>request came from (i.e. a co-worker vs. a supervisor). </li></ul>p. 8 of 12 - TIME MANAGEMENT
  66. 66. TIME MANAGEMENT Lesson 2: Setting Priorities <ul><li>Stephen Covey, in his book, Seven Habits of Highly </li></ul><ul><li>Effective People , designed the following prioritization </li></ul><ul><li>scheme to help organize work. </li></ul><ul><li>QI - Important and Urgent </li></ul><ul><li>QII - Important but Not Urgent </li></ul><ul><li>QIII - Not Important but Urgent </li></ul><ul><li>QIV - Not Important and Not Urgent </li></ul><ul><li>Use this scheme or a similar one, to help make </li></ul><ul><li>decisions about ordering tasks for completion. </li></ul>p. 9 of 12 - TIME MANAGEMENT
  67. 67. TIME MANAGEMENT Lesson 3: Scheduling & Reminders <ul><li>Sometimes priorities shift and what was urgent </li></ul><ul><li>on yesterday is now yesterday’s news. </li></ul><ul><li>In order to keep up with the list of changing priorities, </li></ul><ul><li>it is helpful to establish a system of scheduling and </li></ul><ul><li>reminders. </li></ul><ul><li>Often, those who are able to set standard routines, </li></ul><ul><li>schedule daily activities and follow them are successful </li></ul><ul><li>in completing their daily task. </li></ul>p. 10 of 12 - TIME MANAGEMENT
  68. 68. TIME MANAGEMENT Lesson 3: Scheduling & Reminders <ul><li>Additionally, those who schedule period review and </li></ul><ul><li>reminders are able to navigate through changing </li></ul><ul><li>priorities while maintaining other duties and keeping </li></ul><ul><li>them on schedule. </li></ul><ul><li>Consideration should be given to scheduling reminders </li></ul><ul><li>for both short term and long term assignments and </li></ul><ul><li>goals. Developing a systematic process of this kind </li></ul><ul><li>will ensure that you stay on track. </li></ul>p. 11 of 12 - TIME MANAGEMENT
  69. 69. TIME MANAGEMENT: Exercise – Time Mgmt. Survey <ul><li>Take a moment to complete the online time </li></ul><ul><li>management exercise. Completing this assessment </li></ul><ul><li>will give you an idea of how well you are managing </li></ul><ul><li>your time. </li></ul><ul><li>Launch Time Management Survey </li></ul><ul><li>Source: Developed 2007-2010 for Effective-Time-Management-Strategies.com </li></ul>p. 12 of 12 - TIME MANAGEMENT
  70. 70. TIME MANAGEMENT: END <ul><li>This is the end of the module. </li></ul><ul><li>Click HERE to return to the main menu. </li></ul>Main Menu
  71. 71. STRESS MANAGEMENT: Objectives MODULE 5 <ul><li>At the end of this session, you will be able to: </li></ul><ul><li>Determine the common causes of stress </li></ul><ul><li>Recognize physical signs of stress </li></ul><ul><li>Recognize emotional signs of stress </li></ul><ul><li>Prevention & Relievers </li></ul>p. 1 of 9 - STRESS MANAGEMENT
  72. 72. STRESS MANAGEMENT Lesson 1: Common Stressors <ul><li>Some stress is out of our </li></ul><ul><li>control such as: </li></ul><ul><li>Family Concerns </li></ul><ul><li>Relationship Concerns </li></ul><ul><li>Work Deadlines </li></ul><ul><li>Encounters with Others </li></ul><ul><li>Environmental Changes </li></ul><ul><li>Health/Emotional Concerns </li></ul>p. 2 of 9 - STRESS MANAGEMENT Source: Microsoft Clip Art Gallery
  73. 73. STRESS MANAGEMENT Lesson 1: Common Stressors <ul><li>Other areas of potential causes of stress are: </li></ul><ul><li>Bosses Being alone </li></ul><ul><li>Co-workers Not having alone time </li></ul><ul><li>Subordinates Physical self image </li></ul><ul><li>Commuting Chemical substances </li></ul><ul><li>Waiting in lines Occupational stress </li></ul><ul><li>Poor nutrition Relationships </li></ul><ul><li>Not enough sleep Commuting </li></ul><ul><li>Monetary pressures Situational stressors </li></ul>p. 3 of 9 - STRESS MANAGEMENT
  74. 74. STRESS MANAGEMENT Lesson 2: Physical Stress Signs <ul><li>Physical signs that you may be under stress are: </li></ul><ul><li>Tightened muscles Changes in appetite </li></ul><ul><li>Rise in blood pressure Dizziness </li></ul><ul><li>Sleeplessness Faintness </li></ul><ul><li>Fatigue Frequent urination </li></ul><ul><li>Headaches Pounding heart </li></ul><ul><li>Teeth grinding Jaw clenching </li></ul>p. 4 of 9 - STRESS MANAGEMENT
  75. 75. STRESS MANAGEMENT Lesson 3: Emotional Stress Signs <ul><li>Emotional signs that you may be under stress are: </li></ul><ul><li>Nervousness Inability to slow down </li></ul><ul><li>Anxiety Nightmares </li></ul><ul><li>Agitation Restlessness </li></ul><ul><li>Irritability Drug/Alcohol abuse </li></ul><ul><li>Depression Inability to make decisions </li></ul><ul><li>Inability to concentrate Lack of interest in food </li></ul><ul><li>Lack of interest in sex Lack of interest in life </li></ul>p. 5 of 9 - STRESS MANAGEMENT
  76. 76. STRESS MANAGEMENT Lesson 4: Major Life Changes <ul><li>The following major life changes or events have been </li></ul><ul><li>commonly known to cause stress: </li></ul><ul><li>Death of a spouse Marriage </li></ul><ul><li>Divorce Dismissal from work </li></ul><ul><li>Marital separation Marital reconciliation </li></ul><ul><li>Jail term Retirement </li></ul><ul><li>Death of a close family member Pregnancy </li></ul><ul><li>Major personal injury or illness </li></ul>p. 6 of 9 - STRESS MANAGEMENT
  77. 77. STRESS MANAGEMENT Lesson 5: Stress Relievers <ul><li>Potential stress relief practices are: </li></ul><ul><li>Exercise </li></ul><ul><li>Practice self-talk </li></ul><ul><li>Spend time with a friend </li></ul><ul><li>Build slack into your schedule </li></ul><ul><li>Reduce expenditures </li></ul><ul><li>Volunteer </li></ul><ul><li>Use visualization techniques </li></ul><ul><li>Improve your posture </li></ul><ul><li>Take time to determine the root cause of the problem </li></ul>p. 7 of 9 - STRESS MANAGEMENT
  78. 78. STRESS MANAGEMENT Lesson 5: Stress Prevention <ul><li>Potential stress prevention practices are: </li></ul><ul><li>Plan for stress </li></ul><ul><li>Do what makes you happy </li></ul><ul><li>Avoid drugs, alcohol </li></ul><ul><li>Avoid excessive caffeine, nicotine or food </li></ul><ul><li>Be flexible </li></ul><ul><li>Keep a sense of humor </li></ul><ul><li>Avoid stressful or anxiety provoking conversations </li></ul><ul><li>Practice good self maintenance, care and diet </li></ul>p. 8 of 9 - STRESS MANAGEMENT
  79. 79. STRESS MANAGEMENT: Exercise – Am I Stressed? <ul><li>Take a moment to complete the online stress </li></ul><ul><li>management exercise. Completing this assessment </li></ul><ul><li>will give actual results for how well you are managing </li></ul><ul><li>your stress level. </li></ul><ul><li>Launch Stress Management Survey </li></ul><ul><li>Source: Developed 2004 byDr. Maynard Brusman for workingresources.com </li></ul>p. 9 of 9 - STRESS MANAGEMENT
  80. 80. STRESS MANAGEMENT: END <ul><li>This is the end of the module. </li></ul><ul><li>Click HERE to return to the main menu. </li></ul>Main Menu
  81. 81. Resources <ul><li>BOOKS </li></ul><ul><li>Evenson, R. (2010). Customer Service Training 101. </li></ul><ul><li>Farr, M. (2007). Getting the Job You Really Want. </li></ul><ul><li>Grenberg, J. (2008). Comprehensive Stress Management. </li></ul><ul><li>Morgenstern, Julie. (2004). Time Management from the Inside Out, Second Edition: The Foolproof System for Taking Control of Your Schedule -- and Your Life. </li></ul><ul><li>Perkins, P. (2008). The Art and Science of Communication: Tools for Effective Communication in the Workplace. </li></ul><ul><li>Scumaci, D. (2007). Designed For Success. </li></ul><ul><li>WEBSITES </li></ul><ul><li>http://www.ehow.com/how_41_dress-business-casual.html#ixzz11USt9LGG </li></ul><ul><li>http://www.mindtools.com/pages/article/newTCS_89.htm </li></ul><ul><li>http://www.allthetests.com/quiz18/quizpu.php?testid=1141460071 </li></ul><ul><li>http://www.bnet.com/videos/why-email-starts-fights/241106 </li></ul><ul><li>http://quizstar.4teachers.org / </li></ul><ul><li>http://www.effective-time-management-strategies.com/time-management-survey.html </li></ul><ul><li>http://www.workingresources.com/stressmanagementsurvey/ </li></ul><ul><li>http://www.surveymonkey.com/s/clerical-support-training-evaluation_preimplementation </li></ul><ul><li>http://humanresources.about.com/od/workrelationships/a/dress_code.htm </li></ul>MAIN MENU
  82. 82. Evaluation <ul><li>Please take a moment to evaluate the </li></ul><ul><li>overall effectiveness of this training by </li></ul><ul><li>completing our survey. Use the link </li></ul><ul><li>below to begin. </li></ul>Launch Survey http://www.surveymonkey.com/s/clerical-support-training-evaluation_preimplementation SUBMIT
  83. 83. FINAL ASSESSMENT <ul><li>This FINAL ASSESSMENT will test your </li></ul><ul><li>comprehension of the material in all five </li></ul><ul><li>modules.  You should master all exercises </li></ul><ul><li>Before proceeding with the next quiz </li></ul><ul><li>section.  If your performance on any of the </li></ul><ul><li>previous exercises indicates that you have not </li></ul><ul><li>mastered the material, review that </li></ul><ul><li>section of the module and repeat the </li></ul><ul><li>exercises prior to attempting to take this final </li></ul><ul><li>assessment quiz.  </li></ul>BEGIN FINAL ASSESSMENT BEGIN
  84. 84. Question 1 <ul><li>Time management includes: </li></ul><ul><li>Listing your goals </li></ul><ul><li>Making a daily schedule </li></ul><ul><li>Prioritizing your tasks </li></ul><ul><li>All of the above </li></ul>p. 1 of 10 - FINAL ASSESSMENT
  85. 85. Question 2 <ul><li>All of the following are forms of </li></ul><ul><li>non-verbal communication except? </li></ul><ul><li>Silence </li></ul><ul><li>Facial Gestures </li></ul><ul><li>Voice Intonation </li></ul><ul><li>Physical Distance </li></ul>p. 2 of 10 - FINAL ASSESSMENT
  86. 86. Question 3 <ul><li>When faced with an irate caller </li></ul><ul><li>DO NOT: </li></ul><ul><li>Act quickly to resolve the problem </li></ul><ul><li>Ask for a line manager </li></ul><ul><li>Make a note of the comments </li></ul><ul><li>Acknowledge the problem and agree </li></ul>p. 3 of 10 - FINAL ASSESSMENT
  87. 87. Question 4 <ul><li>You know you have a strong </li></ul><ul><li>password when: </li></ul><ul><li>It’s your name </li></ul><ul><li>It’s hard for someone to figure out </li></ul><ul><li>It’s easy for you to remember </li></ul><ul><li>It’s not written down </li></ul>p. 4 of 10 - FINAL ASSESSMENT
  88. 88. Question 5 <ul><li>What can you do to ensure a </li></ul><ul><li>professional email? </li></ul><ul><li>Correct spelling and grammar errors </li></ul><ul><li>Send out agency-wide for feedback </li></ul><ul><li>Use all capital letters to show urgency </li></ul><ul><li>Review it with the team before sending </li></ul>p. 5 of 10 - FINAL ASSESSMENT
  89. 89. Question 6 <ul><li>What is a cause of stress? </li></ul><ul><li>Major life changes </li></ul><ul><li>Listing your goals </li></ul><ul><li>Relaxing by taking a nap </li></ul><ul><li>Getting a good grade on a test </li></ul>p. 6 of 10 - FINAL ASSESSMENT
  90. 90. Question 7 <ul><li>Which of the following dress codes </li></ul><ul><li>is incorrect? </li></ul><ul><li> Smart casual attire </li></ul><ul><li> Comfortable shoes </li></ul><ul><li> Midriffs, tank and halter tops </li></ul><ul><li> Minimal cologne or perfume </li></ul>p. 7 of 10 - FINAL ASSESSMENT
  91. 91. Question 8 <ul><li>What are the main factors involved </li></ul><ul><li>in improving your personal qualities </li></ul><ul><li>at work? </li></ul><ul><li>Technique, practice and motivation </li></ul><ul><li>Desire, focus and strategy </li></ul><ul><li>Knowledge, willingness and attitude </li></ul><ul><li>Health, diet and exercise </li></ul>p. 8 of 10 - FINAL ASSESSMENT
  92. 92. Question 9 <ul><li>What are some tips to help you </li></ul><ul><li>when listening to others? </li></ul><ul><li>Establish and maintain eye contact </li></ul><ul><li>Concentrate on the spoken words </li></ul><ul><li>Pay attention to the stressed words </li></ul><ul><li>All of the above </li></ul>p. 9 of 10 - FINAL ASSESSMENT
  93. 93. Question 10 <ul><li>Which is NOT a way to manage </li></ul><ul><li>stress? </li></ul><ul><li>Confront the problem </li></ul><ul><li>Walk away and ignore </li></ul><ul><li>Physical activity </li></ul><ul><li>Relaxation </li></ul>SUBMIT p. 10 of 10 - FINAL ASSESSMENT
  94. 94. Correct Answer! GO BACK GREAT JOB!
  95. 95. Incorrect Answer, Please Try Again Go Back
  96. 96. Business Attire - Men <ul><li>The following are examples of appropriate business attire for men: </li></ul><ul><li>Solid, dark color, conservative suit (stay away from colors like peach or purple) </li></ul><ul><li>White, long sleeve shirt & Conservative Tie </li></ul><ul><li>Dark Socks & Professional shoes </li></ul><ul><li>Very little jewelry </li></ul><ul><li>Conservative hairstyle </li></ul><ul><li>Neatly trimmed nails </li></ul><ul><li>Very little cologne or aftershave </li></ul><ul><li>Portfolio or briefcase – if necessary </li></ul>Source: Wikipedia NOTE: To project a more professional image, it is highly recommended that the Windsor Knot be used to tie the tie. (see image) Go Back
  97. 97. Business Attire - Women <ul><li>The following are examples of appropriate business attire for women: </li></ul><ul><li>Solid, dark color, conservative suit (stay away from colors like peach or purple) </li></ul><ul><li>Hosiery should be worn at all time, regardless of the weather </li></ul><ul><li>Very little jewelry </li></ul><ul><li>Nails should be neatly manicured (avoid bright colors) </li></ul><ul><li>Professional hairstyle </li></ul><ul><li>Makeup should be worn in good taste and lightly applied </li></ul><ul><li>Be sure that clothes fit properly – not too loose, too tight, or too revealing </li></ul><ul><li>Very little perfume </li></ul>Go Back
  98. 98. Business Casual Attire - Men <ul><li>The following are examples of appropriate business casual attire for men: </li></ul><ul><li>Select clean, pressed and wrinkle-free clothes. Your outfit should communicate </li></ul><ul><li>professionalism. </li></ul><ul><li>Shirts </li></ul><ul><li>Wear a collared shirt with an undershirt. You can break up the oxford shirt </li></ul><ul><li>monotony by wearing a linen or flannel shirt or one with a band collar. Knitted shirts </li></ul><ul><li>and polo shirts are also generally acceptable. A casual sport coat is appropriate. </li></ul><ul><li>Pants </li></ul><ul><li>Wear khakis, chinos, corduroys or other non-denim slacks. Check your company's </li></ul><ul><li>policy before you decide to wear jeans to work. </li></ul><ul><li>Accessories </li></ul><ul><li>Be sure to wear a belt, and have it match the color of your shoes. </li></ul><ul><li>Wear socks that match the color of your pants leave white socks or tube socks in </li></ul><ul><li>your gym bag. </li></ul><ul><li>Shoes </li></ul><ul><li>Choose oxfords, loafers, rubber soled leather shoes or boots for casual day. </li></ul><ul><li>Wingtips are often too formal. Worn-out shoes, sandals or athletic shoes don't make </li></ul><ul><li>the grade. </li></ul><ul><li>Source: http://www.ehow.com/how_41_dress-business-casual.html#ixzz11USt9LGG </li></ul>Go Back
  99. 99. Business Casual Attire - Women <ul><li>The following are examples of appropriate business casual attire for women: </li></ul><ul><li>Slacks, Pants, and Suit Pants </li></ul><ul><li>Inappropriate slacks or pants include jeans, sweatpants, exercise pants, Bermuda shorts, shorts, </li></ul><ul><li>bib overalls, leggings, and any spandex. </li></ul><ul><li>Skirts, Dresses, and Skirted Suits </li></ul><ul><li>Casual dresses and skirts, are acceptable. Dress and skirt length should be knee length. Short and </li></ul><ul><li>tight skirts are inappropriate for work. Mini-skirts, skorts, sun dresses, beach dresses, and </li></ul><ul><li>spaghetti-strap dresses are inappropriate for the office. </li></ul><ul><li>Shirts, Tops, Blouses, and Jackets </li></ul><ul><li>Casual shirts, dress shirts, sweaters, tops, golf-type shirts, and turtlenecks are acceptable. </li></ul><ul><li>Inappropriate attire includes tank tops; midriff tops; shirts with potentially offensive words, logos, </li></ul><ul><li>or pictures; halter-tops; and t-shirts unless worn under another blouse, shirt, jacket, or dress. </li></ul><ul><li>Shoes and Footwear </li></ul><ul><li>Conservative athletic or walking shoes, loafers, clogs, sneakers, boots, flats, and dress heels, are </li></ul><ul><li>acceptable. Wearing no stockings is sometimes acceptable in warm weather. </li></ul><ul><li>Jewelry, Makeup, Perfume, and Cologne </li></ul><ul><li>Should be in good taste, with limited visible body piercing. Remember, that some employees are </li></ul><ul><li>allergic to the chemicals in perfumes and make-up, so wear these substances with restraint. </li></ul><ul><li>Hats and Head Covering </li></ul><ul><li>Hats are not appropriate in the office. Head Covers that are required for religious purposes or to </li></ul><ul><li>honor cultural tradition are allowed. </li></ul><ul><li>Source: Dress for Work Success: A Business Casual Dress Code By Susan M. Heathfield, About.com Guide </li></ul>Go Back
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