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Increasing the Knowledge and Skills of your Management and Administration Staff
Understanding your own behavioural style to achieve constructive outcomes – Christina Katopis
This disc personality test will help you increase your personal and professional success. The DiSC model provides a common language people can use to better understand themselves and those they interact with — and then use this knowledge to reduce conflict and improve
working relationships. An administrative assistant provides support to the office and serves as a liaison between employees and customers. Responsibilities include answering phone calls and emails, creating new office protocols that increase productivity, scheduling appointments and events, ordering supplies when needed, and assisting with marketing. By recognising your own DiSC style and the DiSC style of others, you can constructively influence people to achieve your goals.
The session will assist participants to:
• Understand our own personal behavioural style and how that impacts on others.
• Recognise, understand and appreciate other people’s communication styles.
• Explore your own individual reaction to change and possible impact on others.
• Recognise our team strengths and areas for skill development
7 Essential Skills in the High Performing Front Office – David Vinegrad
This workshop will focus on the magic number 7 and what might be the most important personal and interpersonal skills needed for front offices to be at their best and most productive.
We will explore the following 7 skills and investigate how participants can integrate them into their daily practice and office procedures.
1. Conflict – responding & managing
2. Relationships – building, maintaining & repairing
3. Body language – awareness & presence
4. Collaboration – getting on with others
5. Attitude – growth mindset
6. Problem solving – crisis management & critical thinking
7. Emotional intelligence – knowing self and others
There will be many ideas and concepts for participants to take away and share with their colleagues that will encourage a greater understanding of what works to create and sustain the high performing front office.
The Art of ‘Active Listening’ – Sally Learey
Active Listening is a fundamental interpersonal communication skill that centres around a structured way of listening and responding. It lets another person know that you are interested in their ideas, concerns, and opinions (without necessarily agreeing with them). Utilising the skill of active listening during a professional conversation can diffuse, alleviate, and transform what may otherwise spiral into a negative or toxic interaction. This workshop explores the art of active listening so front office staff can proactively manage parents, teachers, students or
colleagues who exhibit elevated negative emotions or an angry, aggravated, blaming mindset.