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50 Training Activities for Administrative, Secretarial, and Support Staff iii
Contents
Preface........................................................................................................................ v
Introduction ................................................................................................................. vii
Activity Time Checklist ................................................................................................ ix
PART I. ORIENTATION.............................................................................................. 1
Introduction ............................................................................................................... 3
1. You Betcha!.................................................................................................... 5
2. Have I Got News for You!............................................................................... 9
3. Treasure Trail ................................................................................................. 11
4. The Office Bible.............................................................................................. 19
PART II. MOTIVATION AND EMPOWERMENT ........................................................ 21
Introduction ............................................................................................................... 23
5. The VIP .......................................................................................................... 25
6. Proud to be Part of the Team ......................................................................... 33
7. Totally Professional ........................................................................................ 47
8. The Path to Success ...................................................................................... 57
9. How Am I Doing? ........................................................................................... 67
PART III. CARING FOR OUR CUSTOMERS ............................................................. 85
Introduction ............................................................................................................... 87
10. How Can I Help You?..................................................................................... 89
11. I know what you said, but what did you mean? .............................................. 93
12. If I had to choose… ....................................................................................... 99
13. Chants of a Lifetime ....................................................................................... 105
14. Right the First Time! ....................................................................................... 121
15. The Promises We Make ................................................................................. 131
16. Delivering Bad News ...................................................................................... 139
17. Mind Your Language! ..................................................................................... 149
18. Beyond the Call of Duty.................................................................................. 155
PART IV. FACE-TO-FACE COMMUNICATION ......................................................... 163
Introduction ............................................................................................................... 165
19. So what you are saying is… .......................................................................... 167
20. I’m Sorry, I’ll Ask That Again .......................................................................... 177
21. Getting My Point Across................................................................................. 187
22. No Problem! ................................................................................................... 195
iv 50 Training Activities for Administrative, Secretarial, and Support Staff
PART V. TELEPHONE SKILLS ................................................................................. 199
Introduction ............................................................................................................... 201
23. Ring, Ring....................................................................................................... 203
24. It’s Me You Want! ........................................................................................... 213
25. My Colleague Can Help You! ......................................................................... 221
26. Behind the Screen.......................................................................................... 229
PART VI. WRITTEN COMMUNICATION.................................................................... 237
Introduction ............................................................................................................... 239
27. Words, Words, Words .................................................................................... 241
28. That’s it! Period. ............................................................................................. 259
29. What’s the Difference? ................................................................................... 271
30. With reference to… ....................................................................................... 293
31. The Truth about Sentences............................................................................ 299
32. Making an Impression .................................................................................... 309
PART VII. TIME MANAGEMENT ............................................................................... 311
Introduction ............................................................................................................... 313
33. What I Need to Do First.................................................................................. 315
34. Saying “No” .................................................................................................... 329
35. The White Rabbit and the Queen of Hearts.................................................... 341
36. Help!............................................................................................................... 355
37. Snakes and Ladders ...................................................................................... 373
PART VIII. MANAGING SMALL PROJECTS............................................................. 391
Introduction ............................................................................................................... 393
38. Up at the Front ............................................................................................... 395
39. Getting Organized .......................................................................................... 401
40. Keeping Track ................................................................................................ 411
41. What Happens Next? ..................................................................................... 419
PART IX. MEETINGS ................................................................................................. 427
Introduction ............................................................................................................... 429
42. Agenda Setting............................................................................................... 431
43. Just a Minute! ................................................................................................. 439
44. From Notes to Minutes ................................................................................... 445
45. What Does It All Mean?.................................................................................. 453
PART X. PRESENTATION SKILLS ........................................................................... 463
Introduction ............................................................................................................... 465
46. Investing in Success....................................................................................... 467
47. Are You Following Me? .................................................................................. 477
48. In Rehearsal ................................................................................................... 493
49. I’m Glad You Asked That!............................................................................... 499
50. I Know I Can Do It! ......................................................................................... 509

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