Business Services - Hobart

Date	Topic	Time	NGT Tasmania Location
Thursday, 29th March	Developing Telephone Techniques	9.00 am – 4.00pm	175 Collins St, Hobart
Wednesday, 18th April	Microsoft Word	9.00 am – 1.00pm	175 Collins St, Hobart
Thursday, 19th April	Microsoft Excel	9.00 am – 1.00pm	175 Collins St, Hobart
Monday, 23rd April	Effective Customer Service	9.00 am – 4.00pm	175 Collins St, Hobart
Tuesday, 8th May	Effective Time Management & Interpersonal Skills	9.00 am – 4.00pm	175 Collins St, Hobart
Wednesday, 13th June	Developing Telephone Techniques	9.00 am – 4.00pm	175 Collins St, Hobart
Thursday, 14th June	Workplace Communication & Conflict Resolution	9.00 am – 4.00pm	175 Collins St, Hobart
Tuesday, 26th June	Microsoft Word	9.00 am – 1.00pm	175 Collins St, Hobart
Wednesday, 27th June	Microsoft Excel	9.00 am – 1.00pm	175 Collins St, Hobart
Monday, 2nd July	Effective Customer Service	9.00 am – 4.00pm	175 Collins St, Hobart

NB: A fee may apply to attend these courses, please contact your nearest NGT office for further information.

A fee may apply to attend these courses, please your nearest NGT office for further information.

Business Services Tutorial Overview

Developing Telephone Techniques

Identify and demonstrate effective telephone techniques
Identify and demonstrate appropriate methods of message taking, holding and transferring calls
Recognise and manage difficult calls and complaints handling
Telephone communication – verbal qualities, questioning and listening skills

Identify and demonstrate effective telephone techniques

Effective Customer Service

Keys to superior service, who the customers are and dealing with difficult customers
Selling techniques including features and benefits

Effective Time Management & Interpersonal Skills

The basic principles of time management:

Prioritising tasks, action planning and tips to avoid time wasting
Development of ‘to do’ lists
Delegation, teamwork and saying ‘no’

Workplace Communication and Conflict Resolution

Characteristics of an effective communicator, barriers to communication, and the importance of positive communication
Managing your own behaviour to recognise conflict in the workplace

Microsoft Word

This tutorial has been designed for self paced learning, and uses excellent self-paced learning materials. The facilitator will respond to your questions with a focus on your own business setting throughout the training session. Topics may include the design and development of predominantly text based documents using advanced features of document design software.

Microsoft Excel

This tutorial has been designed for self paced learning, and uses excellent self-paced learning materials. The facilitator will respond to your questions with a focus on your own business setting throughout the training session. Topics may include creating and using simple spreadsheets and charts through the use of spreadsheet software, formatting worksheets and protecting data.

Note: For All Microsoft & Excel Tutorials

Clients need to give consideration as to what they are intending to learn within the training session, and are required to complete a Skills Analysis. An analysis will be sent to clients upon registration, and must be completed and returned prior to the training day.