1. Introducing the role

• Job Description
• Understand the role, function and importance of office support
• Importance of taking initiative and being pro-active
• Note your personal attributes and align them with the position
• Promote the company positively: image, dress code, grooming, tidiness and efficiency
• Positive attitude within self and toward others
• Understand client expectations and company standards
• Deal with conflict and problem solve – think solution not problem
• Time management and punctuality
• General office etiquette and the importance of teamwork
• Dealing with criticism, distractions, office politics and gossip

2. Communication skills

• Developing good relations with clientele
• Active listening, assertiveness without aggression and reinforced feedback
• Working through complaints, conflict and unreasonable clientele/colleagues
• Telephone techniques; knowledge of the company, promptness, attitude
• Telephone procedures; call transferring, message taking, positivity and professionalism
• Effective correspondence through email
• Written correspondence tips and techniques
• Office computer policies and general rules

3. Procedural skills

• Accurate and timeous filing - manually or electronically
• Implement office systems and structures
• Supplementary tasks, including petty cash, ordering, receiving, banking
• Stock control and working with couriers
• General safety and security