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"Professional Telephone Skills" Workshop Offered by FGCU Florida Institute of Government
4/23/2002

FORT MYERS, FL - Administrative assistants from both the private and public sectors are invited to attend a half-day course “Professional Telephone Skills” presented by the Florida Institute of Government at Florida Gulf Coast University as part of the its Administrative Assistant Series from 9 a.m. to noon on Wednesday, May 22. The course will be held at the Center for Professional Development at Edison Community College.

Every phone call or contact with a customer creates an image in the caller’s mind of you and the organization you represent. Employees are called upon to play a number of different roles. It is a big responsibility, compounded by the fact that you must establish trust, build relationships and make a lasting impression. This workshop gives you tools and techniques to use that will help you perform your job with greater ease.

Objectives:

Reduce the time spent on each call

Develop a “Can Do” attitude

Determine what the caller really wants

Respond to disgruntled/angry people more effectively

Return the dreaded phone call with greater ease

Apply the “Tools of Service” -- Tone of voice, body language, words you use, listening skills

Feel more in control of both telephone and personal contacts

Understand the unique challenges and opportunities of communicating effectively

Shelley Robertson is instructor for the program. She was formerly a corporate trainer and consultant, co-developing cross-functional training programs (corporate universities) for multinational firms and similar programs for international professional trade organizations. She joined the nonprofit and government sector in 1996 as director of Community Involvement for Heart of Florida United Way. Robertson has presented hundreds of seminars on a variety of topics for nonprofit, government, foundation and public/private organizations. She is a published author and holds a Bachelor of Arts in business and a Master of Arts in applied economics.

The central purpose of the Institute is to help promote superior performance in government and nonprofit organizations through quality training, consulting and technical assistance. As an accredited comprehensive public university, FGCU addresses the higher educational needs of Southwest Florida and provides a learning-centered environment that offers high quality educational opportunities, such as administratively hosting the Institute.

For more information, contact Institute director Joanne Hartke at (941) 590-7815. Registration for the workshop is $44.

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