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Office of Vice President and
Chief of Staff
Florida Gulf Coast University
10501 FGCU Blvd S.
Fort Myers, FL. 33965-6565

Phone: (239) 590-1065
Fax:     (239) 590-1066
Email:  apacheco@fgcu.edu

 

 

Press Release

 
 

"Professional Telephone Skills" Workshop Offered by FGCU Florida Institute of Government
1/23/2003

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 Professional Development Series from 8:30 a.m. to 11:30 a.m., Friday, Feb. 14 at the FGCU Broadcast Building, Room 111.

Every phone call with a customer creates an image in the caller’s mind of the employee answering the phone and the organization represented. It is a big responsibility, compounded by the fact that the employee must establish trust, build a relationship and make a lasting impression. This workshop gives employees the tools and techniques that will help them perform their jobs with greater ease.

Objectives:

     Create a positive telephone image

     Identify the many benefits of telephone professionalism

     Determine what the caller really wants

     Respond to disgruntled/angry people more effectively

     Know the importance of providing “105+” service

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

     Feel more in control of both telephone and personal contacts

     Understand the unique challenges and opportunities of communicating effectively

Rita Cronin is instructor for the program. She has over 20 years experience in human resources and business operations in private industry, higher education and government. From her extensive research and experience in customer service and leadership, she has developed and conducted over 200 dynamic, interactive workshops on a variety of human resource and management topics.

Cronin holds Bachelor of Science and Master of Science degrees in education, is a member of the Human Resource Management Association of Lee County and serves as vice president of Membership for the American Society of Training and Development.

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 (239) 590-7815. Registration for the workshop is $44.

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