Business Communication for
2014
COMMUNICATION SKILLS FOR OFFICE ADMINISTRATORS TELEPHONE, FACE TO FACE & MEETINGS 1
EBC 2014 © All Rights Reserved
Overview The Office Administrator handles correspondence, makes appointments and reserves
venues and accommodation for conferences and business visits. This could be the job for
you if you work well under pressure and can cope calmly with interruptions and juggling
several tasks at once. Excellent communication skills are also important requirement for this
job.
This workshop will cover foundational knowledge and skills of business communication
including: understanding and adjusting to different communication styles; active listening;
giving and receiving feedback; asking and responding to questions; and understanding the
impact that culture has on interpersonal communication. Leadership and employee
perspectives will be examined including strategies to build an organization based on effective
communication practices.
Course Scope
Course Outcomes Gain the confidence to achieve a positive response.
Understand the types and impact of interpersonal relationships.
Manage emotions of self and others for positive relationship.
Build positive interpersonal communication skills.
Handle “difficult” customers more effectively and confidently
Work with people whose personalities and communication styles are different from you.
Draft quickly and easily overcome writers’ block
Write powerful openings that draw the reader in and set the right tone
Write clear, concise sentences that positively reflect your organization’s culture and values
COMMUNICATION SKILLS FOR OFFICE ADMINISTRATORS TELEPHONE, FACE TO FACE & MEETINGS 2
EBC 2014 © All Rights Reserved
Course Outline
How do you see yourself?
What makes a good communicator?
Communications dynamic - how it works
Seven C’s of Effective Communication
Identify your preferred style of communicating
Become sensitive to other people's styles
How to enhance your message
How to create an immediate impression
Use voice and body language to your advantage
Give a short individual presentation with feedback
Communicating face-to-face with confidence
Projecting a confident and professional image
Effective listening skill
Developing a persuasive communication style
How to contribute positively in meetings
Non-verbal behavior - what are we ''saying'' through our body language?
The importance of listening and questioning techniques
Develop a greater awareness of your voice
How to speak more confidently
How to develop a more expressive tone of voice
Understand how the voice conveys meaning
How to use your voice to influence your listener
COMMUNICATION SKILLS FOR OFFICE ADMINISTRATORS TELEPHONE, FACE TO FACE & MEETINGS 3
EBC 2014 © All Rights Reserved
The "building blocks" of writing
The difference between English and Arabic principles of writing
The Five C's of Effective Business Writing
Informal-formal writing styles
General principles of writing emails and business correspondence
General principles of writing
Accurate spelling, business vocabulary and grammar
Explains the appropriate uses of Active and Passive
Reviews common errors in grammar and style
Creating Paragraphs with Persuasive Power
Parts of a Sentence
Types of Sentences
Correct use of punctuation
Interactive exercises:
Common grammatical mistakes
Can You Deliver Your Message in 8 words or Less?
Get your message across convincingly
COMMUNICATION SKILLS FOR OFFICE ADMINISTRATORS TELEPHONE, FACE TO FACE & MEETINGS 4
EBC 2014 © All Rights Reserved
Who Should Attend Administrators, PAs and assistants who are administratively competent but are looking to expand their
skills and abilities to fully support several managers or a team and who have to respond rapidly to the
demands of individual team members with differing needs.
Training Techniques’: Presentation. Discussions. Video Cases. Workshops.
Language of Instruction
Unless otherwise stated the program instruction is in Standard Day-to-Day English. Participants can
request the instructor to provide a program vocabulary which will ensure they have no problem
understanding the content and can be facilitated a little bit by using Arabic language when necessary.
COMMUNICATION SKILLS FOR OFFICE ADMINISTRATORS TELEPHONE, FACE TO FACE & MEETINGS 5
EBC 2014 © All Rights Reserved
Date:
31 August , 2014
Venue:
EBC Training Center , Muscat
Duration:
4 Days
Registration Fees:
OMR 375
Fees Include:
Training Materials ( Soft & Hard Copies )
Coffee Breaks
Course Certificate
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