Essential Skills For Work

Essential Skills For Work has been designed to help new starters who have limited work experience to quickly become effective as a new member of the work force. The course offers a practical set of tools and techniques instantly useable in the workplace. The content is designed to complement and support any induction and role specific skills and technical training the learners may be undertaking.

Understand the communication options available when at work
Appreciate the barriers to effective communication and how to overcome them
Define and act on best practice in customer services
Understand and apply the concepts of internal and external customers
Apply good telephone manners and techniques
Understand the importance of correct spelling and grammar and etiquette for written communications
Understand how to structure written communications
Appreciate and apply appropriate style, content and etiquette for email
Know how and when to use social media in the work environment
Know how best to dress for work
Develop and deploy improved interpersonal skills
Understand their natural team roles and how to work best in a team

Communication
The three elements of communication
Choosing the right method of communication
Customer Service
Who are my customers?
What does good customer service look like?
How to manage complaints
Professional Telephone Skills
Telephone techniques including live role play of different scenarios
Talking Business skills practice, choosing the right words that work for work
Email for the workplace
Tone and content, why are emails different to other forms of written communication?
Structuring an email in the workplace
Difficult emails and how to respond
Best practice on attachments, errors and style
Team working
Belbin team roles
Interpersonal skills
Understanding other peoples motivations?
Dress codes