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Level I- Essential Competence of the Professional Assistant

Notification Form

Notification Form

Questions/Remarks

The next training: 04-05 September, 2007
Place: Hotel Spichrz, Toruń
The training will be given by: Jolanta Jaworska

Day 1:

Effective communication with a boss, co-worker and customers:

1. The body language rule
2. Eliminating communicative barriers: how to become well understood by others?
3. How to speak to be listened?
4. How to listen so others will talk?
5. Types of questions, paraphrase, truism- the clues to effective communication

Effective phone communication:

1. Incoming call, the rules of putting through
2. Outgoing phone calls
3. Conversation of complaint: how to manage customer’s and one’s own emotions
4. How to protect your boss from uncomfortable phone calls
5.  Voice emission

Proffesional office correspondence:

1. The standards and new trends
2. Constant elements and the arrangement of the writing
3. The role of the office instruction
4. Instruction for handling the case
5. Corresponding blank form vs. blank sheet
6. Etiquette: that is, e-mail correspondence

Organising the time and place of working:

1. The modern planning strategy
2. Boss’s priorities vs. assistant’s priorities
3. Defining and eliminating “time consumers”
4. Co-operating with more that one boss: that is, how to keep a cool head
5. The desk and things in its surrounding: that is, how to make daily duties easier

Proffesional image of an assistant:

1. Colour analysis
2. The rules of visage

Day 2:

Assertiveness at work and after work:

1. Berne’s Transactional Analysis
2. Requests and wishes: how to say “no” and how to say “yes”
3. How to react to criticism and how to criticize
4. Awkward compliments and jokes: smart responses
5. How to be assertive towards one’s own boss/ customer/ co-worker
6. Assertiveness vs. sex dfferences

How to react to a conflict:

1. The types of reaction to a conflict: selfdiagnosis
2. The types and levels of problem solving
3. Being a mediator

How to organise a meeting:

1. From two to a few hundred guests: different types of parties
2. Being an organiser, a guest or a recording clerk
3. Choosing and arranging a place of a meeting
4. Practical hints

Dealing with stress

1. Stress psychology: positive and negative aspects
2. Measuring one’s own stress level
3. Avoiding stress; reducing and relieving stress
4. Relaxation training: trance, hypnosis, visualisation: practical exercises

The evening in Karczma Polska

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