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Business Skills On-Demand: Professional Business Skills Course Outline

 (2 days)
Special Note to New Hampshire Residents
This course has not yet been approved by the New Hampshire Department of Education. Please contact us for an update on when the class will be available in New Hampshire.

**Note: This is an On-Demand Self-Study Course, 2 days of content, 6-months unlimited access, $395**
(Applicable State and Local taxes may be added for On-Demand purchases, depending on your location.)

About This Course
This Online On-Demand (self-study) training course includes expert lectures and PowerPoint visuals that cover the basics of professionalism in the workplace, business etiquette, communication essentials, thinking critically, time management and customer service skills. You do not need to own the software for the course and will be able to access the course from any device, provided you have internet access.

Receive a supplemental interview guide and resume writing book at no charge when you purchase this course from ONLC!

Course Outline

Professionalism in the Office
Duration: 2h 16m
This course teaches students about positioning yourself as a professional, enhancing your professional image, expanding your skills, communicating for results, and building relationships and networks.

Lesson 01 - Positioning Yourself as a Professional
What is Attitude?
Administrative Assistant’s Responsibility
Professional Behaviors
Task Oriented Behaviors
Your Attitude and Your Job
What is a Professional?
How to Project Professionalism in the Workplace
What is Accountability?
Developing an “Entrepreneur” Attitude
Practicing Personal Accountability
Create a Plan for Making Changes
Taking Action

Lesson 02 - Enhancing Your Professional Image
Assessing Your Image
The Benefits of a Professional Image
Authenticity
Updating Your Office Skills
Personal Appearance
How to Sabotage Your Image
How to Project a Professional Image
A Professional Workspace Presentation
Communicating in Person
Non-Verbal Communication or Body Language
Building Credibility
Remaining Politically Correct

Lesson 03 - Expanding Your Skills
Expanding Your Skills
Enhancing Your Role
Tips for Meeting with Your Manager
Prioritizing Work Overload
Prioritizing Your Tasks
Time-Management Tips
Setting Priorities
Group Tasks for Greater Efficiency
Identify Your Stressors
Turn Your Telephone into a Time-Management Tool
Long-Range Planning
Using Project-Management Techniques
Planning Steps
Staying Organized
Decision Making in Six Easy Steps
Rate Your Decision Making Skills

Lesson 04 - Communicating for Results
Keys to Effective Communication
How Well Do You Listen?
Active Listening
Reflecting Feelings
Check Interpretation
Show Comprehension
Paraphrasing
Requesting More Information
Summarizing and Responding
Listening and Responding
Writing Clearly
Professional Communication Skills
Use “You” and “I” Messages
Writing in Confidence
Writing Emails
Common Business Writing Errors
Conveying Bad News Tactfully
Effective Presentation Skills
Using Laptops and LCD Panels Effectively
Tips for Using Laptops or LCDs
Techniques for Videoconferencing
Planning for Meetings
Ten Key Statements for Effective Facilitation
When Your Manager Travels to a Meeting
Before the Trip or Meeting
After the Trip or Meeting

Lesson 05 - Building Relationships and Networks
Interpersonal Skills
Understanding Your Personality
Assertiveness
How to Be More Assertive
Receptiveness
How to Be Receptive
Building a Network
Two Types of Network Approaches
Why Do You Need a Network?
Making a Good First Impression When Networking
How to Build a Network and Keep it Alive
Common Sources of Conflict
Benefits to Resolving Conflict
6 Easy Steps to Conflict Resolution
The Manager’s Role
What Makes a Good Manager?
Tips for Establishing a Good Rapport with Your Manager
Limiting Interruptions
Learning to Ask for Help

Business Etiquette and Professionalism
Duration: 1h 50m
This course teaches students principles of professional behavior, interview etiquette, planning and attending business meetings, electronic etiquette, and multicultural etiquette.

Lesson 01 - Principles of Professional Behavior
Principles of Professional Behavior
What is Etiquette?
What is Professionalism?
Costs of Poor Etiquette
Always Be Your Best
Always Be Your Best When Meeting and Greeting
Effectively Working for Your Boss
Being an Effective Part of the Team

Lesson 02 - Interview Etiquette
Interview Etiquette
Types of Interviews
On the Phone
Employment Tests
Planning for the Interview
In the Waiting Room
During the Interview
After the Interview
Job Fair Interviews

Lesson 03 - Planning and Attending Business Meetings
Planning and Attending Business Meetings
Types of Meetings
Planning Office Meetings
Attending Office Meetings
Planning Conference Call Meetings
During Conference Call Meetings
Planning Video/Teleconference Meetings
During Video/Teleconference Meetings
Meal Meetings
Making Reservations
Table Manners and Business Meal Etiquette
Utensils
Thank You Notes

Lesson 04 - Electronic Etiquette
Electronic Etiquette
Voicemail
Cell phones
Email
Instant Messaging
Text
Social Media

Lesson 05 - Multicultural Etiquette
Multicultural Etiquette
Five Steps to Dealing with Diversity
Cultural Norms
Awareness of Personal Bias
Communication Guidelines
Key Guidelines

Communication Essentials
Duration: 1h 49m
This course teaches students about business communication, verbal and non-verbal communication, written communication, electronic communication, communicating with graphics, and effectively working for your boss.

Lesson 01 - Business Communication
How Communication Works
Listening Skills
Perception
ABC's of Effective Communication
Two Types of Communication
Communication Methods
Formal Communication
Informal Communication

Lesson 02 - Verbal and Non-verbal Communication
Verbal Communication
Non-verbal Communication
Non-Communication
Body Language
Stationary Features
Body Posture Interpretations
Active Features
Presentation Basics
Four P's of Effective Presentations
Types of Presentations
Informational Presentations
Demonstration Presentations
Sales Presentations
Presentation Verbal Etiquette
Presentation Non-verbal Etiquette
What Makes a Meeting Ineffective?
Guidelines for Managing Meetings
Levels of a Meeting
Guidelines for Participating in Meetings
Closing a Meeting

Lesson 03 - Written Communication
Written Communication
Three Components of Written Communication
Key Writing Elements
Written Communication Development
Constructing Subject Matter
Gender in Business Writing
Gender-neutral or Gender-equal Phrases
Writing Your Document
Common Errors that Require Proofreading
Proofreading Techniques

Lesson 04 - Electronic Communication
Electronic Communication
Telephone Etiquette
Cell Phone Etiquette
Using Conference Calls
Voice Mail Etiquette
Email Etiquette
Email Components
Instant Messaging (IM)
Inappropriate Use of Email
Internet Etiquette
Social Media Etiquette

Lesson 05 - Communicating with Graphics
Basics of Graphic Communication
Know Your Audience
Keep it Clear
Keep it Simple
Keep it Readable
Clear, Simple. Readable Bar Charts
Static Information
Presenting Static Information
Gathering Information
Analyzing Information
Dynamic Information
Flowcharts
Fishbone Diagram

Lesson 06: Effectively Working for Your Boss
Anticipating Your Boss's Needs
Making Your Boss Look Good
Keeping Your Boss Informed
Explain the Decision
Handling Feedback
Characteristics of Effective Teams
Strategies for Being Supportive
Benefits of Partnering with Your Boss
How to Build a Partnership with Your Boss
Confronting Your Boss
Handling Confrontations with Your Boss

Thinking Critically
Duration: 1h 42m
This course teaches students about facing new problems, establishing the problem, discovering the solution, and accepting a decision.

Lesson 01 - Facing New Problems
Critical Thinking Procedures
Establish the Problem
Determine Possible Solutions
Introducing Your Solutions
Individual Critically Thinking
Critical Thinking as a Collective Effort
Business Trends in Critical Thinking
Process Improvement
Internal Empowerment
Continuous Overall Improvement
Obtain the Right State of Mind
Types of Problem-Solving Groups
The Nature of a Group
The Four Main Group Roles
Group Responses
The Importance of Listening Skills
Decision-Making Tactics
Process Review
Successful Group Process Review
Creative and Analytical Thinking
Thinking Creatively
Analytical Thinking
Incorporating Creative and Analytical Thinking
Problem-Solving Approaches
Brainstorming
The Six-Word Diagram
Pareto Chart
The Fishbone Diagram Steps
Check Sheets
Force Field Analysis

Lesson 02 - Establishing the Problem
Problem & Symptom
Configuring a Problem Statement
Drawbacks of Stating the Problem
Analyzing the Problem
Problem Analysis
How to Explore the Problem
Facts vs. Opinions
What Information to Gather
How Much Information?

Lesson 03 - Discovering the Solution
Brainstorming Guidelines
Avoiding Criticism
Freewheeling
Collecting Ideas
Recording Ideas
Developing Ideas
The Swapping Technique
Advantages of the Swapping Technique
Is It Worth It?
Determining the Best Solution
Factors of the Best Solution
Costs vs. Benefits
Is It Possible?
Are the Benefits Worthwhile?
Should You Endorse It?
Analyze Costs vs. Benefits
Assessing the Costs
Assessing the Benefits
Examining the Cost-Benefit Analysis
Building Your Case

Lesson 04 - Accepting a Decision
Accepting a Decision
Anticipate Success
Prepare Your Proposal
Define Your Objectives
Understand the Audience
Commit to the Structure
Play Devil's Advocate
Using Visual Aids and Personal Notes
Rehearse Your Presentation
Persuade Decision Makers
Acceptance and Rejection
Advise and Evaluate

Time Management Skills
Duration: 1h 14m
This course teaches students about identifying goals, effective energy distribution, working with your personal style, building your toolbox, and establishing your action plan.

Lesson 01 - Identifying Goals
Identifying Goals
Time Management
How to Manage Your Time
Dreams
Define Your Dreams
Goals
Guidelines for Articulating Goals
Regrets
Guidelines for Identifying Regrets

Lesson 02 - Effective Energy Distribution
Effective Energy Distribution
Energy Distribution
A Person’s Daily Energy Cycle
Personal Energy Sources
Understanding Energy Flow
Productivity Cycle
Time Logs
How to Create a Time Log
A Sample Time Log
Time Estimates
Types of Tasks
The 80/20 Rule
Personal Energy Boosters

Lesson 03 - Working with Your Personal Style
Working with Your Personal Style
Personal World View
Work Style
In Sync or In Conflict?
Defining Success
Determining a Successful Day or Project
Motivators
Identify Personal Motivators
Strengths
How to Identify Personal Strengths
Internal Time Wasters
External Time Wasters
How to Reduce Time Wasters
Perfecting Your Work Style Preferences

Lesson 04 - Building Your Toolbox
Building Your Toolbox
Requirements
How to Negotiate for Success
Benchmarks
Delegation
How to Delegate Tasks
Deciding which Tools to Use

Lesson 05 - Establishing Your Action Plan
Establishing Your Action Plan
What is an Action Plan?
Priorities and Priority Alignment
Components of an Action Plan
A Sample Action Plan
Organizing Your Action Plan
Enhancing Your Time-Management Process

Customer Service Basics
Duration: 1h 16m
This course teaches students about understanding customer service, focusing on the customer, customer service and the telephone, handling complaints, and enduring stress.

Lesson 01 - Understanding Customer Service
What is Customer Service?
What is Customer Care?
Who is the Customer?
Wow! Service
Build Relationships
Barriers to Excellent Customer Service
Overcoming these Barriers
Customers Want Someone Who…
Customers Don’t Want Someone Who…
Customer Support Stats
Five Service Quality Factors
Characteristics of an Exceptional Service Provider
Excellent Customer Service Mindset
Developing an Excellent Customer Service Strategy
Define the Current Situation
Define all Targets and Values
Implement Excellent Customer Service Strategy
Stay in Tune with Customers’ Changing Needs

Lesson 02 - Focusing on the Customer
Focusing on the Customer
Guidelines for Making Positive Impressions
Identify and Meet Customer Needs
Questioning Techniques
Effective Listening Technique
Making a Positive Impression
Who Needs Follow-up?
Follow-up Methods

Lesson 03 - Customer Service and the Telephone
Customer Service and the Telephone
Telephone Etiquette
Answer the Telephone
Greeting
Using Your Voice
Showing You Are Listening
Procedure for Transferring Calls
Taking Meaningful Messages

Lesson 04 - Handling Complaints
Handling Complaints
Complaints
Why Customers Don’t Complain
View Complaints as Opportunities
Five Forbidden Phrases
Service Recovery
Guidelines for Dealing with Difficult Customers
Cope with Upset and Difficult Customers

Lesson 05 - Enduring Stress
Enduring Stress
Stress
Sources of Stress
Managing Your Reaction to Stress
Identifying Your Beliefs
Challenging Irrational Thoughts
Using Questions to Challenge Thinking
Take Preventive Measures

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Attend hands-on, instructor-led Business Skills On-Demand: Professional Business Skills training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

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ONLC TRAINING CENTERS
800-288-8221
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