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WCourse Overview
Empower and invest in yourself
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2 Course Overview | High Contact Staff 01 | onlineacademy.co.za
CERTIFICATE IN
HIGH CONTACT STAFF 01Each business has three diff erent kinds of staff , based on the amount of contact they have with clients. They are high, medium and low contact staff . This short course is specifi cally developed for high contact staff , irrespective of seniority level, who regularly come in contact with clients. A voice on the telephone is often the fi rst impression a future customer or potential client gets of a company or organisation. The tone, pleasantness and politeness of the individuals in their telephone communications are responsible for the image the company projects to the public. No company wants the reputation of being arrogant, yet many do because of the way employees handle telephone calls.
SHORT COURSE MODULES
Professionalism: Overview
Assertiveness and Self-Confi dence
Business Etiquette
Dressing Professionally
Managing Workplace Relationships
Telephone & Cellphone Etiquette
Netiquette
Handling Diffi cult Situations
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02
03
04
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Course Overview | High Contact Staff 01 | onlineacademy.co.za 3
COURSE DURATION
HOUR MODULES
MODULES
HOURS
188
The phrase ‘soft skills’ is often used to describe the skills which characterise relationships and other people, or how you approach interactions.
For many people, the so-called soft skills are often some of the most diffi cult skills to develop. Job-re-lated expertise (hard skills) are essential in any profession. However, over the last 10 years, under-standing has grown that perhaps soft skills may ul-timately be more important in determining levels of success.
Hard skills are a basic minimum necessity in order to operate in a particular workplace. Whether or not you are successful in your career may depend on how developed your soft skills are.
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Please take note that these hours are only estimated times.
Our online courses and workshop training for continuing professional development, written by professionals for professionals and involving thoughtful online interaction with your peers, go a long way towards resolving issues.
The most significant advantage of self-study is the independence it offers. Studying alone allows delegates to concentrate and focus on their studies at their highest level.
4 Course Overview | High Contact Staff 01 | onlineacademy.co.za
HIGH CONTACT STAFF 01
WHAT YOU WILL LEARN
• Understand and defi ne the term business professionalism and understand the elements.
• Understand skills development and behaviours form part of this development process.
• Understand the term assertiveness and the importance of being assertive in the workplace.
• Recognise assertive rights and know how to build assertiveness.
• Understand the term business etiquette as well as the need for etiquette in the workplace.
• Identify the basics of offi ce etiquette.
• Understand the advantages of implementing a dress code.
• Take note of what not to wear to work and consider which items need to be removed.
• Understand the importance of tolerance in the workplace as well as how to encourage tolerance.
• Develop a concept of why rapport building is important for all employees in the workplace.
• Learn about the different methods to build rapport and understand the guidelines.
• Understand the individual challenges of telephone communication.
• Learn about the set of rules that apply when communicating over a telephone.
• Understand the importance of e‐mail etiquette.
• Understand why it’s important to be able to work with people you don’t like.
Course Overview | High Contact Staff 01 | onlineacademy.co.za 5
WHO SHOULD DO THISCOURSE?
• Persons involved with customer interaction on a regular basis.
• Persons who want to improve their professional conduct.
This short course is designed for the following audience:
For this short course, it is advisable that you have the following experience/knowledge:
• Learners with limited knowledge on the subject.
• Learners with 1-2 years’ workplace experience.
• Learners with fundamental skills.
6 Course Overview | High Contact Staff 01 | onlineacademy.co.za
WHAT YOU WILL LEARNH I G H C O N T A C T S T A F F 0 1
01PROFESSIONALISM: OVERVIEW
Professionalism means conducting oneself with responsibility, integrity, accountability, and excellence. Employers want new workers to be responsible, ethical, and team oriented, and to possess strong communication skills. All together you’ve got professionalism.
02ASSERTIVENESS & SELF-CONFIDENCE
Assertiveness is a very necessary quality in today’s world. It’s more like a process of knowing you have a right to be in your place in the world and a right to get what you want, or at least to negotiate it strongly, in the face of others’ demands and expectations.
03BUSINESS ETIQUETTE
The essence of etiquette is being courteous and thoughtful to those around you. In general, try to promote your ideas and opinions as diplomatically as possible. Listen to what others are saying and do not interrupt. If confl icts arise, treat them as situational rather than personal.
04DRESSING PROFESSIONALLY
An employer may want to implement dress codes and appearance policies for many diff erent reasons, including for it to promote a positive image to clients and customers as well as to emphasise the importance of professionalism among employees.
Course Overview | High Contact Staff 01 | onlineacademy.co.za 7
05MANAGING WORKPLACE RELATIONSHIPS
Building workplace relationships is an important component of being successful in your career. This doesn’t mean you need to be completely extroverted in every situation, but it does mean you need to make an eff ort to get to know the people with whom you work.
07NETIQUETTE
Common courtesy, social graces and socially acceptable behaviour. All are used in a civilised society where humans interact with one another. That’s where e-mail etiquette comes in. Your credibility and your levels of professionalism and ethics will be judged.
08HANDLING DIFFICULT SITUATIONS
The cost of resolving confl ict is negligible relative to the cost of leaving confl icts unresolved. Part of a manager’s daily activities should be devoted to dealing with interpersonal confl ict. A manager’s inability to eff ectively deal with it may result in a loss of productivity.
06TELEPHONE & CELLPHONE ETIQUETTE
A voice on the telephone is often the fi rst impression a future customer or potential client gets of a company or organisation. The tone, pleasantness and politeness of the individuals in their telephone communications are responsible for the image the company projects to the public.
8 Course Overview | High Contact Staff 01 | onlineacademy.co.za
THE BENEFITS OF
ONLINE SKILLS DEVELOPMENT
Forget about attending classes for hours, sitting in an uncomfortable chair, and suffering from back pain by the end of the day. You will not be bound to physical class sessions when you opt for online education. All learning materials are provided online, so you’ll easily access them from the comfort of your office or home.
COMFORT
A self-paced system enables learners to make progress with a rhythm that suits them. This does not require attending live sessions; you can access the materials at any time that works for you. If you have to work or take care of your home and children during the day, you can study at night. That’s an advantage the traditional educational system cannot beat.
SELF-PACED LEARNING
The fact that online programs are cheaper when compared to the ones held in a traditional campus setting is enough to convince you to consider them. The average tuition for online courses depends on multiple factors, so it varies from one program to another. Note, free courses don’t usually come with a certificate of completion.
LOWER COSTS
It doesn’t matter where your career stands at this moment; completed programs will always look good on your résumé. It will show potential employers that you’re committed to learning and that you’re eager to obtain more knowledge and new skills. You will certainly become a better candidate for a job promotion.
IMPRESSIVE RÉSUMÉ
Course Overview | High Contact Staff 01 | onlineacademy.co.za 9
Course level: 02 Study fi eld: Customer ServiceCourse cost: R1750.00 incl. VAT
Course level: 02Study fi eld: Customer ServiceCourse cost: R1750.00 incl. VAT
AVAILABLE NOW AVAILABLE NOW
Have you considered asking your boss to pay? Currently, over a quarter of our learners report that their employer has paid for their course.
Look at our Corporate Package that offers access to ALL OUR COURSES at a fraction of the individual price. Visit www.onlineacademy.co.za to fi nd out more or contact us at [email protected].
R1750.00 including VAT
Pay less with the corporate solution
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