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Category Administrative Professional

  • Attitudes Make or Break an Organization
  • When you think of workplace attitudes you must ask yourself the simple question: would you want an employee who is extremely good at his or her job but has a bad attitude or an average employee who has a positive attitude? I believe the overwhelming response would be for the later because we all have learned the hard way that bad attitudes can reduce the effectiveness of ones organization. The fact is that skills can be taught but an attitude is often difficult to change. The question often asked is what is an attitude? To some it’s a mindset, a way of thinking but that’s only partly right. The bigger picture is that an attitude is a habit of thought. It defines how one looks at their world and workplace. What employers want are people with attitudes that think “I can,” not “I can’t.” This one day seminar is devoted to the building blocks that lead to positive attitudes. Our trainer will show participants how to find, keep and maintain an approach that leads to a positive outlook. This highly interactive course includes interactive session as well as self evaluations to help individuals create an open mind and heart to developing a more productive, meaningful work life. This session will look at:

    • How does one understand the importance of having a positive attitude
    • How to develop and maintain positive feelings and thoughts in the workplace
    • How a positive attitude leads to more productivity and a commitment to doing things right
    • How attitudes impact and influence those around us
    • The relationship between positive attitudes and internal and external customer satisfaction
    • Identifying personality and attitudes – our true “colors”
    • Creating personality matrix-the value of it
    • Emotions and attitudes
    • Anger-when, why, how, who
    • Attitude “revamp”, a process and project
  • Basics of Organizational Dynamics
  • This course serves as an overview of business organization principles, including structure and operation. Topics covered include basic business economic theory, organizational structure, planning, and productivity. Topics to be covered include:

    • The four benchmarks of group/organization dynamics
    • Organizational mission
    • The C-M-E Triangle and its role in OD
    • Policymaking
  • Being an Effective Communicator: Serving Internal and External Customers
  • The success of a business is based to a large extent on the people skills of its employees. The purpose of this one-day seminar is to improve the company’s business relationships through the skills of interpersonal communication with internal and external customers. Participants will gain a perspective of service excellence from the customers’ point of view when conducting business transactions both in person and via telephone. Using class discussion and interactive exercises, they develop skills for dealing with internal and external customers in a variety of recurring scenarios including technical support, answering questions, and giving information. The skills learned in this program serve to enhance the performance of the all employees who interact with fellow employees and customers resulting in reduced stress, more efficient utilization of transaction time, and improved customer satisfaction. The course will cover area such as: knowing what customers expect, assessing the ‘personality types’ of customers, how to control problem situations, creating a ‘positive image’ for customers, effective phone and e-mail communications. Learning outcomes in this program include:

    • The blueprint of effective communication
    • What your customers expect
    • Creating positive customer experiences by using the appropriate communication style
    • Handling all customer transactions professionally and efficiently
    • The five basic strategies for handling stressful customer situations
  • Building a More Effective Work Group
  • Almost everything we do in our work is done within the context of a team effort. More often than not, the difficult part facing the person responsible for leading others is inspiring individuals to work together toward a common end or goal. This seminar is designed to assist participants in learning the skills of being an effective team builder, the effectiveness of teamwork, the importance of being an effective team leader. Additional topics to be covered include:

    • Why some teams succeed and others fail
    • Some of the pitfalls of a team
    • What you can do to help your team succeed
    • How to reduce and resolve conflict on a team
    • The results of team members not treating each other with dignity and respect
    • What to do at the first hint of dispute
    • Setting appropriate ground rules for team members
    • Maintaining control
    • Remaining impartial
  • Critical Thinking and Decision Making Skills
  • This one-day training seminar is designed to help individuals develop and build decision-making, critical-thinking and problem-solving skills. Participants will learn about various methods for assessing and resolving problems and for understanding the role of inferences and assumptions. The class is intended to serve as a means for building confidence in how to ask the “right questions” and in overcoming the stress that some times accompanies making decisions. Participants will gain an understanding of how to be proactive, more confident, decrease stress, and strengthen ones ability to influence and persuade others. Additional topics to be covered include:

    • How to ask questions to get the answers you need
    • How to apply creative problem-solving techniques
    • Build greater professional recognition through enhanced skills
  • Developing Valuable Organizational Management Skills
  • One of the more difficult tasks any leader faces is learning to effectively manage their job and that of others. The realities of shorter deadlines, competing priorities, endless meetings, constant interruptions, and higher quality expectations are just a few of the challenges individuals face on a day-to-day basis; yet, the number of hours in the day remains the same. In order to be effective in the job, leaders must be a good manager of time, learn how to delegate effectively, how to put organizational tools and techniques to use, and how to analyze, plan, and schedule activities based on priorities. The purpose of this training seminar is to assist participants in learning all of the above as a means of being more effective in their jobs. Topics to be covered include:

    • Learning how to develop and use a “Can Do” attitude
    • How to establish goals
    • Know what to prioritize
    • The keys to analyzing how your time is spent
    • Developing a master plan for being more effective
    • When to do things by scheduling
    • How to control interruptions
    • Learning to improve meetings
    • Conquering procrastination
    • Developing team work
  • Etiquette and Skills for Communicating Electronically (Using E-mail, Facebook and Other Tools Effectively)
  • E-mail and other electronic communication tools have evolved from merely novel ways to communicate with friends and family to universally accepted business tools. More and more customers – both internal and external – are demanding service electronically. However, the way many companies and their employees use these tools – particularly e-mail – has not kept up with this evolution. The instant communication that all electronic media provides along with the sheer numbers of messages and amount of information received electronically means that rules that governed electronic media even two to three years ago are not acceptable now. When the image and the productivity of the utility are at stake, all employees must be constantly aware of how they use this technology to communicate.

    • Use e-mail driven service to enhance the entire service experience
    • Make service emails more personable & less scripted – establishing rapport
    • Understand the most common pitfalls of email customer service & what to avoid
    • Understand the importance of choosing words wisely and using correct writing skills since anything sent out can end up posted on blogs and reviews
    • Use electronic media to go beyond just answering questions to marketing the utility and placing it in the best and most professional, empathetic and efficient light
    • Be better organized and systematic in filing, replying, forwarding or deleting e-mails
    • Know when it’s time for a telephone or face-to-face meeting versus an e-mail
  • Fundamentals of Utility Accounting and Finance
  • Understanding the various financial aspects associated with utility operations is essential for anyone performing the responsibilities associated with being an administrative or executive assistant. This one-day course is designed to provide this important employee group with a clear understanding of business operations, how to review and ensure budgets, and verifying that expenses stay on track. Participants in this training session will gain an important understanding of utility accounting language, key terms, financial definitions, financial statements, and balance sheets. In addition, the program will provide those in attendance with an improved familiarity with the accounting process and how you can assist management with decision making and analysis of important business numbers. Additional items covered include:

    • The utility annual report and the auditor’s role
    • Evaluating an organization’s financial statements
    • Financing the business
    • Budgeting more effectively
  • Healthy Living and Balance: It’s More than a Pipe Dream
  • On any given day, you look at yourself in the mirror and make a conscious choice to face the day with a positive attitude. That choice can be tough. Few would argue that life and work are hard enough without the complications surrounding self-defeating emotions, stress and the feeling of overwhelming demands. The multiple forces that bear down on us every day can eventually take their toll. No wonder people often feel anxious, resentful, taken advantage of and even trapped.

    This one-day workshop will help you understand how to develop a personal action plan that helps you build positive self-esteem that leads to a healthy life. In this two-part session, participants will gain insight into developing personal flexibility to deal with uncertainty and to find meaning in what they are doing. This seminar will focus on the important personal skill of emotional self-control and balance. You will learn about the role emotions play in life, the ways they are expressed, and how to manage the emotional ups and downs that lead to unhealthy stress.

    Morning Session Objectives:

    • Recognize how you are wired: where you thrive and where you struggle
    • Identify your personal stressors and trigger points
    • Understand the delicate balance of emotional and logical thinking

    Session Length: 3 hours

    Afternoon Session Objectives:

    • Embrace how to ‘let go’ of the old and accept change
    • Personal Growth
    • Learn to eliminate habits that tend to pull you down and work against you
    • Create an action plan that will help you create balance in all areas of your life
  • It’s Not What You Say, It’s How You Say It
  • Does the world seems as if it has turned up-side down, and the daily grind has found you joyless, weary, tired and burned out? Does it feel like everyone around you is whining, moaning and complaining about ….well, everything? Think their attitude is catching? But wait, there’s hope! You can be a catalyst for change by adjusting your attitude and your influence. How can YOU be up in a Down world? The answer is simple: Control your Attitude. In this session participants will review and learn abut the four components for having a positive attitude. The key issues to be covered include:

    • Optimism – Understanding that you have a choice in seeing whether a glass as half full, or half empty.
    • Objectivity – Being honest with ourselves is sometimes very painful; however, it will help your self esteem and lower your anxiety.
    • Deliberation – It takes a conscious effort to change the habits and expectations you have developed over time. You must deliberately focus on creating good habits intentionally.
    • Determination – Never stop moving forward! If you find that you are becoming discouraged or frustrated, then dealing with those feelings becomes part of the challenge. Spend some time deliberately strategizing for getting a better outlook.
  • Personal Leadership Skills
  • This course is designed specifically for those with administrative responsibility to help increase cooperation and productivity. Topics covered include the bases of organizational power and how to effectively use each to accomplish challenging tasks and meet critical deadlines. Each person will take a personal leadership assessment inventory. Topics to be covered include:

    • Understanding the bases of power and influence
    • Levels of professional independence
    • Principles of “followership”
  • Positive Assertiveness in the Workplace
  • There is the right way and the wrong way to be assertive. This class focuses on how to be assertive by sending the right signals and getting the right responses. The session provides insight into how you can handle yourself, without appearing to be either shy or pushy. Participants will learn how to get things done, how to better manage conflicts, recognize ones own strengths and weaknesses, and build a positive image. Additional topics to be covered include:

    • Learn various assertive behaviors to use in challenging situations
    • How to assess your stress level and manage that stress
    • Learn how to use assertive communication techniques: verbal, nonverbal and assertive listening
    • Develop an assertive delegation strategy
  • Safety & Security Basics for Office Personnel
  • Employees that work with customers in a ‘front desk’ setting must be able to handle a range of situations that may arise. One key aspect is the challenge of dealing with a security threat to yourself or others, including irate individuals, bomb threats, a suspicious packages, theft or violence. Know what to do and what not to do can be the difference between a successful conclusion and one that ends badly. If you are unsure how to respond in these situations then you can’t afford to not attend ‘Safety & Security Basics for Front Desk Operations’. Participants will gain valuable do’s and don’t on how to handle a range of threatening, strategies for spotting weaknesses in front desk procedures, how to deal with emotionally charged situations, and much more.

    • Learn how to evaluate visitor access to your organization and increase security in your lobby and front desk area
    • Learn the very best responses to a variety of emergency situations — from bomb threats to fire to medical emergencies
    • Discover how you should react when weapons are involved — and things get frightening
    • Explore ways to empower yourself and bolster your confidence
    • Learn how to effectively defuse angry, out-of-control employees or visitors, and regain command of sensitive situations
  • Strategies for Overcoming Negativity in the Workplace
  • Have you noticed that some people are always looking at a glass that is half empty or they always feel like they are in a rut, burned out, and beat up?

    This fun and interactive workshop is designed and intended to help people discover how thoughts, feelings and behaviors can affect work performance, relationships, success and self worth. Participants in this unique session can expect to gain valuable insight into what is ‘negativitism’ and how can it be changed in order to make a difference in their life and their workplace. This seminar is designed to help participants break the cycle of negativity and empower them to do what others say is impossible! The concept behind the day long program is to understand that “change is possible and it begins with each of us!” Some of the topics to be covered include:

    • Understand Negativity and its causes
    • The high cost of Negativity in the work place: turnover, lack of trust, burnout, and lethargy
    • Explore the many disguises of Negativity: Blamers, Chronic Complainers, Nasty-Nicers Yes But-ers, Whiners, Procrastinators, and many more!
    • Clearly define Pessimism and Optimism
    • Learn how to replace Negative self talk with positive affirmation
    • Explore the affects of attitude
    • Discuss the importance of Humor in every situation
    • Define Reframing: Getting a new Perspective
    • Acknowledge the power of THANKFULNESS AND GRATITUDE
    • Empower and Energize attendees to bring about change in their own lives
  • Taking Minutes and Proofreading for Professional Communication
  • In this one-day course, attendees will learn about and improve their skill levels in two of the most important elements of their jobs – Minutes and Proof-reading.
    Today’s organizations must have records that, in an organized, clear manner, reflect the business of that organization – not just for their own uses but for legal purposes. The person whose responsibility it is to take the minutes and then organize them afterwards for inclusion with the documentation of the meeting must be able to work with the meeting organizer before, during and after the meeting. This course offers hands-on practice in the minute taking and organizing skills that will build confidence and accuracy for the attendees.
    Another important skill for any person in charge of communicating in writing within the organization and to key customers and other stakeholders is proofreading – not only of their documents but of the documents of the people they are assisting. Correspondence sent with errors in grammar, structure, spelling, context or content send the wrong impression of the person writing and of the entire organization. Attendees are taught methods for proofreading for a variety of errors and even editing to ensure better document format and content.

  • The Keys to Effective Communication: Using Diplomacy, Discretion and Influence
  • A key skill possessed by effective executive and administrative assistants is diplomacy, discretion and effective communication. This one-day training session is intended to provide participants with the skills and understanding of maintaining effective business relationships, the importance of communication skills with executives, colleagues and clients, how one should handle sensitive issues, and working tactfully with other employees. Participants in this training program will gain insight into:

    • Learning to handle situations with discretion and authority
    • Building on ones communication strengths
    • The importance of diplomacy in the workplace
    • Managing sensitive information and using tact
    • Using electronic communications effectively
  • Understanding How Your Utility Works: The Basics from Generation Through the Distribution of Electricity
  • This course is designed to acquaint non-technical utility employees with the basics of their industry from the generation to the distribution of electricity. The course places emphasis on understanding various words, terms, and phrases unique to the electric power industry. Participants will gain a clear insight into how electricity works for the end-use customer. Some of the topics covered in this course are:

    • The basic science of electricity and why it exists
    • The three fundamental methods of electrical generation and how an electrical generator works
    • How electricity is transmitted and distributed to homes and businesses
    • Understanding various electrical terms and devices: i.e. transformers, capacitors, relays, etc
    • The function of electrical metering devices
    • Understanding the computation of power usage and electric bills