THE ULTIMATE

OFFICE PROFESSIONALS

PA & SECRETARIES

+2773 876 6810 | +2772 062 0166www.infoport.co.zainfo@infoport.co.za

3 DAY MASTERCLASS

REGISTER 4 DELEGATES

AND GET THE 5TH SEAT

ABSOLUTELY FREE

BONUS! All OUR LEARNERS GET 12 MONTHS ACCESS TO A STATE OF THE ART, TECHNOLOGICALLY ADVANCED ONLINE

LEARNING SYSTEM. ATTEND OUR INSTRUCTOR LED CLASSES FOR 2-5 DAYS, THEN LOG INTO YOUR ONLINE ACCOUNT TO EXPAND YOUR KNOWLEDGE. STUDY AT YOUR OWN PACE,

WRITE ONLINE TESTS, COMPLETE QUIZZES, DOWNLOAD YOUR COMPETENCE CERTIFICATES AFTER SUCCESSFUL

TESTS COMPLETION, AND MANY MANY MORE FEATURES.

DON'T MISS OUT!

R10 499 excl vat / Person

To Register: Go to infoport.co.za/registration/

05-07 December 2018 Manhattan Hotel Pretoria 27 Feb to 01 March 2019 Manhattan Hotel, Pretoria

24-26 April 2019 Capital Hotel, Sandton

PROGRAMME FACILITATOR

A passion for improving the lives of other has been thedriving force for Ronel’s career in Training and Development. With qualifications in Education and Business Administration and as a writer, developer and compiler of Training Programs and Material for the private and public sector she has vast experience on the fundamental need for ongoing Skills Development.

She gained extensive practical and theoretical knowledge and experience in all areas of Education, Training, Development, Facilitating, Freelance Writing and Seta Accreditation Process.

Ronel sees herself as a facilitator of learning, using aparticipative and consultative training style and a varietyof methods such as exercises, discussions and selfreflectionto encourage experimentation, thinking and learning.

Her key questions to her learners are always "How will this benefit you? “and" How are you going to use this?" Ronel conducts training in South Africa and in countries in Africa. She has worked in the private sector as well as consulting for Government and Municipalities.Ronel is a member of the International Association of Facilitators, a Certified Professional Facilitator (CPF) and member of the International Institution for Facilitators.

Ronel has owned and successfully managed her ownbusinesses for the last thirty-five years and it is that experience combined with excellent training material that will make this an unforgettable learning experience for you.

DISCUSSIONSWhat should a meeting consist of and what it should achieve. Special types of meetings and the role of the secretary in the meeting. Familiarising yourself with the language of meetings.Sending out the Notice of a MeetingSuggestion for more productive meetingsChecklist of arrangements that need to be madeWhat you should take with you and where you should sitThe Objective of an AgendaStandard sections that need to be includedHeadings and attachments that get people to think and prepare for the topicClearing the agenda prior to sending it out utilizing agenda formats available in MSWordCheck attendance, read previous minutes, motions, discussions and agenda pointsCall in guests or specialists, brain storming and idea generation, voting and decisionmaking, summarising and setting future datesVerbatim Minutes word-for-wordResolution Minutes formal type meetingsNarrative Minutes telling the story of the meetingAction Minutes for working group.Meeting TerminologyHow to record votesTelephone etiquette and answering procedures. The factors that hinder communicationprocess. Calls are handled with discretion and confidentiality.Caller is put on hold when not conversing directly with the caller.A caller on hold is frequently consulted to establish whether he or she wishes to remain onhold.Telephone is answered promptly.Telephone is answered according to standard operating procedures. Caller is greetedaccording to organisational requirements.Relevant caller information is acquired during initial interaction.Process incoming calls according to organisation-al standardsProcess outgoing calls in accordance with organi-sational requirements.Describe and perform exceptional customer relation managementUnderstand different customer behaviour styles and know how to adjust to eachcustomerDefine and use the continuous improvement process for service organisations

OVERVIEWThis 3 day training course will assist participants to master the art of becoming a complete Office Professional whether you are a secretary, support staff Personal Assistant etc. The courses gives in-depth discussions on key performance areas like being ahead in all areas of your work, improving your productivity through task, priority and time management, learning appropriate business communication styles in different situations, appropriate office conduct and much more

COURSE OUTLINE• Understanding the role of meetings• Organising an effective and productive meeting• Identifying the type of minutes you are expected to take• Employ effective telephone etiquette• Answer telephone according to organisational standards• Best practices in customer relations• Business Writing Skills• Self-Succession and Planning for Senior-Level Execu-tiveAssistants: Things to Develop

TOPICS TO BE COVEREDMEETINGS & EFFECTIVE MINUTES TAKINGUnderstanding the Role of MeetingsOrganizing an Effective and Productive MeetingPreparing a Working AgendaThe Procedure during a meetingIdentifying the Type of Minutes you are expected to take

TELEPHONE ETIQUETTEEmploy effective telephone etiquetteAnswer telephone according to organizational stan-dardsBEST PRACTICES IN CUSTOMER RELATIONSBUSINESS WRITING SKILLSSelf-Succession and Planning for Senior-Level ExecutiveAssistants: Things to DevelopDevelop Front-Brain Thinking; Be a Visionary Thinker

CONTRACTS ADMINISTRATION & DOCUMENTSMANAGEMENTBUDGETS ADMINISTRATION… AND MANY MORE

+2773 876 6810 | +2772 062 0166www.infoport.co.zainfo@infoport.co.za

To Register: Go to infoport.co.za/registration/