Client service managers, also known as customer care managers and client relations managers, are responsible for handling client queries and complaints in a professional and helpful manner. They also implement strategies for improving customer service and manage clients. If you're considering a career in client service management, then this Client Services Manager course is for you. In this course, you will learn the value of excellent customer service, master the art of business communication and learn how to identify your clients' needs. You will also get step-by-step training on how to resolve client queries, complaints and requests. Throughout, you will develop your business communication skills, to be able to build and maintain strong working relationships that will leave lasting impressions. Your Learning Goals: Maintain strong working relationships with clients and understand their needs Be able to implement effective customer service policies and procedures Sharpen your active listening and interpersonal communication skills Learn how to monitor and measure customer service satisfaction levels Understand how to deal with client requests and queries professionally Master the art of business communication with our step-by-step training Familiarise with the goal-setting process and how to create practical targets Take steps to become a fully certified client services manager and enrol today! Who is this Course for? This training program is suitable for those who work in client-facing roles and want to take their knowledge to the next level by progressing to management level. Method of Assessment: Upon completion of the course, you will be required to sit for an online multiple-choice quiz based assessment, which will determine whether you have passed the course (60% pass mark). The test will be marked immediately and results will be published instantly. CPD Certificate from Course Gate At the successful completion of the course, you can obtain your CPD certificate from us. You can order the PDF certificate for £9 and the hard copy for £15. Also, you can order both PDF and hardcopy certificates for £22. Career path On successful completion of this course, learners will have the practical skills and knowledge to progress to senior client-based roles such as: Client Services Manager Client Services and Events Administrator Head of Client Services Client Services Coordinator Service Delivery Manager Client Services Consultant Course Curriculum ***Customer Service Training*** Understanding Customer Service Understanding Customer Service 00:17:00 Identifying Customer Expectations 00:06:00 Providing Excellent Customer Service 00:07:00 Focusing on the Customer Focusing on the Customer 00:08:00 Customer Service and the Telephone Customer Service and the Telephone 00:08:00 Handling Complaints Handling Complaints 00:12:00 Enduring Stress Enduring Stress 00:13:00 Business Communication Identifying Basic Communication Techniques 00:09:00 Formal and Informal Communication 00:02:00 Verbal and Non-verbal Communication Describing Verbal and Non-verbal Communication 00:04:00 Understanding Body Language 00:05:00 Making Effective Presentations 00:10:00 Fundamentals of Productive Meetings 00:08:00 Written Communication Written Communication 00:13:00 Electronic Communication Electronic Communication 00:19:00 Communicating with Graphics Creating Graphics for Business Communication 00:04:00 Communicating Static Information 00:03:00 Communicating Dynamic Information 00:03:00 Effectively Working for Your Boss Representing Your Boss 00:06:00 Communicating Your Boss's Decisions 00:03:00 Supporting Your Boss and Colleagues 00:04:00 Building a Partnership with Your Boss 00:13:00 Identifying Goals Identifying Goals 00:10:00 Effective Energy Distribution Energy Distribution 00:09:00 Time Logs 00:11:00 Working with Your Personal Style Personal World View 00:10:00 Strengths 00:09:00 Building Your Toolbox A Building Your Toolbox 00:10:00 Establishing Your Action Plan Establishing Your Action Plan 00:11:00 Getting Started with Word Navigate in Microsoft Word 00:12:00 Create and Save Word Documents 00:24:00 Manage Your Workspace 00:06:00 Edit Documents 00:16:00 Preview and Print Documents 00:04:00 Customize the Word Environment 00:08:00 Formatting Text and Paragraphs Apply Character Formatting 00:17:00 Control Paragraph Layout 00:19:00 Align Text Using Tabs 00:07:00 Display Text in Bulleted or Numbered Lists 00:03:00 Apply Borders and Shading 00:04:00 Working More Efficiently Make Repetitive Edits 00:06:00 Apply Repetitive Formatting 00:10:00 Use Styles to Streamline Repetitive Formatting Tasks 00:14:00 Managing Lists Sort a List 00:05:00 Format a List 00:06:00 Adding Tables Insert a Table 00:07:00 Modify a Table 00:06:00 Format a Table 00:03:00 Convert Text to a Table 00:04:00 Inserting Graphic Objects Insert Symbols and Special Characters 00:04:00 Add Images to a Document 00:11:00 Controlling Page Appearance Apply a Page Border and Color 00:03:00 Add Headers and Footers 00:06:00 Control Page Layout 00:05:00 Add a Watermark 00:04:00 Preparing to Publish a Document Check Spelling Grammar and Readability 00:07:00 Use Research Tools 00:06:00 Check Accessibility 00:03:00 Save a Document to Other Formats 00:04:00 Getting Started with Microsoft Office Excel 2016 Navigate the Excel User Interface 00:28:00 Use Excel Commands 00:10:00 Create and Save a Basic Workbook 00:19:00 Enter Cell Data 00:12:00 Use Excel Help 00:05:00 Performing Calculations Create Worksheet Formulas 00:15:00 Insert Functions 00:17:00 Reuse Formulas and Functions 00:17:00 Modifying a Worksheet Insert, Delete, and Adjust Cells, Columns, and Rows 00:10:00 Search for and Replace Data 00:12:00 Use Proofing and Research Tools 00:07:00 Formatting a Worksheet Apply Text Formats 00:17:00 Apply Number Format 00:08:00 Align Cell Contents 00:10:00 Apply Styles and Themes 00:12:00 Apply Basic Conditional Formatting 00:11:00 Create and Use Templates 00:07:00 Printing Workbooks Preview and Print a Workbook 00:10:00 Set Up the Page Layout 00:08:00 Configure Headers and Footers 00:07:00 Managing Workbooks Manage Worksheets 00:05:00 Manage Workbook and Worksheet Views 00:07:00 Manage Workbook Properties 00:05:00 ***Handling a Difficult Customer*** Getting Started 00:05:00 The Right Attitude Starts with You 00:25:00 Stress Management (Internal Stressors) 00:35:00 Stress Management (External Stressors) 00:25:00 Transactional Analysis 00:25:00 Why are Some Customers Difficult 00:25:00 Dealing with the Customer Over the Phone 00:35:00 Dealing with the Customer In Person 00:25:00 Sensitivity in Dealing with Customers 00:30:00 Scenarios of Dealing with a Difficult Customer 00:15:00 Following up With a Customer Once You Have Addressed Their Issue 00:12:00 Wrapping Up999 00:07:00 ***Retail Customer Service*** Introduction To Retail Customer Service 00:15:00 Understanding Customer Expectations 00:10:00 Customer Value And Satisfaction 00:15:00 Customer Service And Customer Satisfaction In Retailing 00:10:00 Importance of measuring customer satisfaction 00:20:00 Strategic Management 00:30:00 Types of Decision making Process 00:15:00 Provide Customer Service Excellence To The External Customer 00:30:00 Provide Customer Service Excellence To The Internal Customer 00:10:00 Standards of Performance 00:30:00 The Retail Marketing Mix 00:30:00 Levels Of Customer Satisfaction 00:15:00 Brand Loyalty 00:15:00 Customer Satisfaction Questionnaire 00:15:00 Certificate and Transcript Order Your Certificates or Transcripts 00:00:00
Overview of Child and Adolescent Mental Health Join our Child and Adolescent Mental Health course and discover your hidden skills, setting you on a path to success in this area. Get ready to improve your skills and achieve your biggest goals. The Child and Adolescent Mental Health course has everything you need to get a great start in this sector. Improving and moving forward is key to getting ahead personally. The Child and Adolescent Mental Health course is designed to teach you the important stuff quickly and well, helping you to get off to a great start in the field. So, what are you looking for? Enrol now! This Child and Adolescent Mental Health Course will help you to learn: Learn strategies to boost your workplace efficiency. Hone your skills to help you advance your career. Acquire a comprehensive understanding of various topics and tips. Learn in-demand skills that are in high demand among UK employers This course covers the topic you must know to stand against the tough competition. The future is truly yours to seize with this Child and Adolescent Mental Health. Enrol today and complete the course to achieve a certificate that can change your career forever. Details Perks of Learning with IOMH One-To-One Support from a Dedicated Tutor Throughout Your Course. Study Online — Whenever and Wherever You Want. Instant Digital/ PDF Certificate. 100% Money Back Guarantee. 12 Months Access. Process of Evaluation After studying the course, an MCQ exam or assignment will test your skills and knowledge. You have to get a score of 60% to pass the test and get your certificate. Certificate of Achievement After completing the Child and Adolescent Mental Health course, you can order your CPD Accredited Digital / PDF Certificate for £5.99. Certificate of Completion – Hard copy Certificate You can get the CPD Accredited Hard Copy Certificate for £12.99. Shipping Charges: Inside the UK: £3.99 International: £10.99 Who Is This Course for? This Child and Adolescent Mental Health is suitable for anyone aspiring to start a career in relevant field; even if you are new to this and have no prior knowledge, this course is going to be very easy for you to understand. On the other hand, if you are already working in this sector, this course will be a great source of knowledge for you to improve your existing skills and take them to the next level. This course has been developed with maximum flexibility and accessibility, making it ideal for people who don’t have the time to devote to traditional education. Requirements You don’t need any educational qualification or experience to enrol in the Child and Adolescent Mental Health course. Do note: you must be at least 16 years old to enrol. Any internet-connected device, such as a computer, tablet, or smartphone, can access this online course. Career Path The certification and skills you get from this Child and Adolescent Mental Health Course can help you advance your career and gain expertise in several fields, allowing you to apply for high-paying jobs in related sectors.
Boost your career with our Diploma in Electrical Engineering! ⚡ This self-paced online course covers essential topics like circuits, electrical machines, and power systems, helping you gain industry-relevant skills and a certificate of completion. Enrol today and take the next step in your Electrical Engineering journey! 🔌📚
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Overview: Traffic Engineering and Management Welcome to the cutting-edge solution for mastering the intricacies of Traffic Engineering and Management. Our comprehensive product offers a structured approach to understanding and optimizing traffic flow, ensuring safer and more efficient transportation systems. Let's delve into the modules: Module 1: Introduction to Traffic Engineering and Management Embark on your journey with a solid foundation. Explore the fundamental principles, theories, and practices of traffic engineering and management. Gain insights into the historical evolution and current challenges in transportation systems. Module 2: Traffic Control Devices and Signals Unlock the secrets behind effective traffic control. Dive into the world of traffic signals, signs, markings, and other devices crucial for regulating traffic flow and ensuring road safety. Learn how to design and implement these systems efficiently. Module 3: Traffic Operations and Capacity Analysis Master the art of optimizing traffic operations. Delve into advanced techniques for analyzing traffic flow, capacity, and performance. Discover strategies for alleviating congestion, improving throughput, and enhancing overall system efficiency. Module 4: Intersection Design and Control Navigate through the complexities of intersection design and control. Explore various intersection types, geometries, and signalization methods. Acquire skills to design safe, efficient, and sustainable intersections tailored to specific traffic demands. Module 5: Pedestrian and Bicycle Facilities Embrace the inclusive approach to transportation planning. Learn how to integrate pedestrian and bicycle facilities seamlessly into transportation networks. Explore design principles, safety considerations, and best practices for accommodating non-motorized modes of transportation. Module 6: Parking Management Unleash the potential of efficient parking management. Understand the significance of parking policies, regulations, and design standards. Learn how to optimize parking supply, enhance accessibility, and mitigate the negative impacts of parking on traffic flow and urban environments. Why Choose Us? Comprehensive Coverage: Our product covers all essential aspects of traffic engineering and management, providing a holistic understanding of the subject. Practical Insights: Gain real-world insights and practical skills from industry experts to tackle complex transportation challenges effectively. Interactive Learning: Engage in interactive learning experiences, including case studies, simulations, and hands-on exercises, to reinforce your understanding and skills. Flexible Learning: Access the course materials anytime, anywhere, and at your own pace, ensuring maximum flexibility to accommodate your schedule and learning preferences. Elevate your expertise in traffic engineering and management with our unparalleled product. Join us today and pave the way for safer, smoother, and smarter transportation systems. Course Curriculum Module 1_ Introduction to Traffic Engineering and Management Introduction to Traffic Engineering and Management 00:00 Module 2_ Traffic Control Devices and Signals Traffic Control Devices and Signals 00:00 Module 3_ Traffic Operations and Capacity Analysis Traffic Operations and Capacity Analysis 00:00 Module 4_ Intersection Design and Control Intersection Design and Control 00:00 Module 5_ Pedestrian and Bicycle Facilities Pedestrian and Bicycle Facilities 00:00 Module 6_ Parking Management Parking Management 00:00
Dealing with Angry or Rude Customers Course Description Copyright Ross Maynard 2021 Course Description If you work in customer service in any way, then, from time to time, you are going to have to deal with angry or rude customers. This course will help you manage those stressful situations and support the customer as best you can. Anger is a normal and relatively common emotion caused by a perceived hurt or provocation. In some cases a customer’s anger or rude behaviour may be driven by the failings of your organisation or its products and services. In other cases, the problem may be outside your control but you still have to deal with the impact. In this course we look at anger in a customer service situation and how to deal with it. We review the nature and causes of anger; we look at how poor customer service can cause anger and what you can do to prepare your organisation to deal with anger. We cover the warning signs for anger and present a 12 step approach to dealing with an angry customer. We cover questions and short scripts that can help you start a discussion with an angry customer, and we consider why customers might be rude. Finally we look at managing the stress of dealing with an angry customer and finish the course with a review of the key learning points. I hope you find the course helpful. Key Learning Points On completion of the course, delegates will be able to: Understand the nature and causes of anger as an emotion. Consider their objectives when dealing with an angry customer. Help prepare their organisation for dealing with angry customers. Identify appropriate customer service metrics Work through a series of steps to deal with an angry customer. Use questions and short scripts to try to help a customer bring their anger under control . Consider why a customer might be rude, and how to deal with that rudeness. Understand how to manage the stress of dealing with angry or rude customers. Curriculum L1: Anger as an Emotion L2: Your Objectives when Dealing with Anger L3: Poor Customer Service L4: Preparing your Organisation L5: Warning Signs and What Not to Do L6: The 12 Steps to Dealing with Anger L7: Example Scripts for Angry Customers L8: Dealing with Rude Customers L9: Dealing with Stress, and Key Learning Points Pre-Course Requirements There are no pre-course requirements Additional Resources Copy of customer behaviour policy Course Tutor Your tutor is Ross Maynard. Ross is a Fellow of the Chartered Institute of Management Accountants in the UK and has 30 years’ experience as a process improvement consultant specialising in business processes and organisation development. Ross is also a professional author of online training courses. Ross lives in Scotland with his wife, daughter and Cocker Spaniel
Overview: Are you ready to elevate your expertise in high-voltage three-phase systems? Our comprehensive course, 'Short Circuit Analysis for HV Three Phase Systems,' is designed to empower electrical engineers, power system professionals, and anyone involved in the design and maintenance of high-voltage electrical networks. Key Benefits: Specialized Knowledge: Gain in-depth insights into short circuit analysis specific to high-voltage three-phase systems. This course is tailored for professionals seeking specialized skills in analyzing and mitigating short circuits in complex electrical networks. Real-world Applications: Dive into practical scenarios and case studies, providing hands-on experience that directly applies to real-world situations. Acquire the skills needed to analyze short circuits in various industrial settings, ensuring you are well-equipped to handle challenges on the job. Cutting-Edge Techniques: Stay ahead of the curve by learning the latest techniques and methodologies in short circuit analysis. Understand how to use advanced software tools to simulate and analyze short circuits, allowing you to make informed decisions in system design and protection. Risk Mitigation: Learn strategies to identify potential risks associated with short circuits in high-voltage systems and implement effective protective measures. Minimize downtime, enhance system reliability, and ensure the safety of personnel and equipment within your electrical network. Expert Instruction: Benefit from the guidance of industry experts with extensive experience in high-voltage systems. Our instructors bring a wealth of knowledge to the table, providing valuable insights and practical tips to enhance your learning experience. Networking Opportunities: Connect with like-minded professionals, fostering valuable networking opportunities. Share experiences, exchange ideas, and build relationships within the industry, enriching your professional network for future collaborations and career advancements. Flexible Learning: Access the course content at your own pace with our online platform. Whether you're a working professional or a student, our flexible schedule allows you to balance your learning with other commitments. Who Should Enroll: Electrical Engineers Power System Designers Maintenance Professionals Utility Engineers Electrical Consultants Students pursuing electrical engineering Don't miss this opportunity to enhance your skills and become a go-to expert in Short Circuit Analysis for HV Three Phase Systems. Enroll now and power up your career! Course Curriculum Introduction To Short Circuit Analysis For Hv Three Phase Systems Course Introduction To Short Circuit Analysis For Hv Three Phase Systems Course 00:00 Short Circuit Fault Analysis Overview Short Circuit Fault Analysis Overview Per Phase Analysis Per Phase Analysis 00:00 Per Unit Analysis Per Unit Analysis 00:00 Change Of Base Change Of Base 00:00 Transformers Per Unit Analysis Transformers Per Unit Analysis 00:00 Symmetrical Components Symmetrical Components 00:00 Asymmetrical Three Phase Fault Analysis Asymmetrical Three Phase Fault Analysis 00:00 System Modeling System Modeling 00:00
Course Title: Engineering Calculus Made Simple (Derivatives) Are you struggling to grasp the intricacies of calculus and derivatives in your engineering studies? Fear not, because our comprehensive course, 'Engineering Calculus Made Simple (Derivatives),' is designed to demystify the complexities of this crucial subject and empower you with the knowledge and skills needed to excel in your engineering endeavors. Key Features: Clarity and Simplicity: We understand that calculus, especially derivatives, can be intimidating. Our course breaks down complex concepts into easy-to-understand, bite-sized modules, ensuring that you not only comprehend the material but also gain a deep appreciation for its application in engineering. Real-world Applications: Our instructors bridge the gap between theory and practice by emphasizing real-world applications of derivatives in engineering scenarios. From optimizing design parameters to analyzing dynamic systems, you'll gain insights into how derivatives play a crucial role in solving practical engineering problems. Interactive Learning: Engage in a dynamic learning experience with our interactive sessions, where you'll have the opportunity to solve problems, ask questions, and receive immediate feedback. Our instructors are committed to ensuring your active participation and understanding throughout the course. Expert Instructors: Learn from seasoned professionals and educators with a wealth of experience in both engineering and calculus. Our instructors are dedicated to simplifying complex topics and providing you with the tools to excel in your academic and professional pursuits. Comprehensive Resources: Access a rich repository of resources, including video lectures, practice problems, and supplementary materials. These resources are designed to reinforce your understanding and allow you to revisit key concepts at your own pace. Progressive Learning Path: Our course follows a carefully structured learning path, gradually building your understanding of derivatives from foundational principles to advanced applications. Whether you're a beginner or looking to reinforce your existing knowledge, our course caters to a range of proficiency levels. Benefits: Gain a solid foundation in derivative concepts and applications. Improve problem-solving skills for engineering scenarios. Boost confidence in tackling calculus-related challenges. Enhance your academic performance and career prospects. Enroll in 'Engineering Calculus Made Simple (Derivatives)' today and take the first step towards mastering the fundamental tools of engineering calculus. Unleash your potential and build a strong foundation for success in your academic and professional journey. Don't let derivatives be a stumbling block - make them your stepping stones to engineering excellence! Course Curriculum Introduction To Engineering Calculus Made Simple (Derivatives) Course Introduction To Engineering Calculus Made Simple (Derivatives) Course 00:00 Functions Functions 00:00 Limits Limits 00:00 The Derivative The Derivative 00:00 Trig Identities Trig Identities 00:00 The Squeeze Theorem The Squeeze Theorem 00:00 The Derivative Of Sin(X) The Derivative Of Sin(X) 00:00 The Derivative Of Cos(X) The Derivative Of Cos(X) 00:00 Other Derivatives Other Derivatives 00:00
Tax Accounting Course Overview Tax Accounting teaches you everything you need to know about taxation in the UK from the ground up, helping you earn a professional certificate for free to boost your career profile. This Tax Accounting course is a comprehensive, instructor-guided programme designed to give you a thorough understanding of the tax system and your responsibilities within it. To excel in today’s competitive financial sector, having specialist tax knowledge is essential. Through this in-depth training, you will develop the critical skills needed to start or enhance your career in tax accounting, whether you’re a beginner or an experienced professional looking to refine your expertise. The learning materials are accessible online, giving you the flexibility to study at your own pace and accelerate your journey towards a successful and rewarding career in accounting and finance. Extra Included: Free Course Included: Accounting Masterclass Lifetime Access Free Student ID Card Learning Outcome Understand the structure of the UK tax system and administration processes. Calculate and manage income tax, corporation tax, VAT, and capital gains tax. Complete and submit self-assessment tax returns accurately. Manage payroll taxes, national insurance contributions, and employee wages. Grasp advanced concepts of income taxation and financial analysis. Apply double-entry accounting principles in taxation contexts. Explore professional career paths and responsibilities of a tax accountant. Why Choose This Course? The Tax Accounting course provides practical, job-ready training that covers real-world tax scenarios. You’ll gain hands-on skills highly valued by employers and small businesses. Whether you're aiming to start your career, grow your freelance services, or simply understand tax accounting better for personal or business needs, this course offers the clarity and confidence you need to succeed. Who Is This Course For Aspiring tax accountants or payroll professionals Finance and accounting students Small business owners managing their own taxes Professionals seeking to expand their tax knowledge Entry Requirements There are no specific prerequisites for this course. It is open to anyone interested in learning about tax accounting. Accredited Certification After successfully completing the course, you can get a UK and internationally accepted certificate to share your achievement with potential employers or include it in your CV. For the PDF certificate, you’ll need to pay £9.99. You can get the hard copy for 15.99, which will reach your doorstep by post.
This Diploma in Office Admin and Legal Secretary Skills course is especially suitable for Secretaries and Administrators enthusiastic to work within a legal environment. Throughout the course, you will be introduced to the techniques of becoming a good and efficient Legal Secretary. The course teaches you the fundamentals of the legal system including general duties of a legal secretary, managing meetings, keeping records with a different filing system, developing research skills, managing transcription for judges, etc. You will also learn tips for customer service and how to organize work using Microsoft Word. Finally, the course shows you how the legal system works the courts of the UK including Scotland and Northern Ireland. Course Highlights The price is for the whole course including final exam - no hidden fees Accredited Certificate upon successful completion at an additional cost Efficient exam system with instant results Track progress within own personal learning portal 24/7 customer support via live chat Diploma in Office Admin and Legal Secretary Skills has been given CPD accreditation and is one of the best-selling courses available to students worldwide. This valuable course is suitable for anyone interested in working in this sector or who simply wants to learn more about the topic. If you're an individual looking to excel within this field then Diploma in Office Admin and Legal Secretary Skills is for you. We've taken this comprehensive course and broken it down into several manageable modules which we believe will assist you to easily grasp each concept - from the fundamental to the most advanced aspects of the course. It really is a sure pathway to success. All our courses offer 12 months access and are designed to be studied at your own pace so you can take as much or as little time as you need to complete and gain the full CPD accredited qualification. And, there are no hidden fees or exam charges. We pride ourselves on having friendly and experienced instructors who provide full weekday support and are ready to help with any of your queries. So, if you need help, just drop them an email and await a speedy response. Furthermore, you can check the validity of your qualification and verify your certification on our website at any time. So, why not improve your chances of gaining professional skills and better earning potential. Assessment and Certification At the end of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and immediately so that you will instantly know whether you have been successful. After you have successfully passed the final exam, you will be able to order an Accredited Certificate of Achievement at an additional cost of £19 for a PDF copy and £29 for an original print copy sent to you by post or for both £39. Career Path Not only does our CPD and CiQ accredited course look good on your CV, setting you apart from the competition, it can be used as a stepping stone to greater things. Further advance your learning, launch a new career or reinvigorate an existing one. On successful completion of this course, you have the potential to achieve an estimated salary of £22,100. The sky really is the limit. Course Curriculum Admin Support Module One - Getting Started 00:30:00 Module Two - Getting Organized (I) 01:00:00 Module Three - Getting Organized (II) 01:00:00 Module Four - Managing Time 01:00:00 Module Five - Getting It All Done On Time 01:00:00 Module Six - Special Tasks 01:00:00 Module Seven - Verbal Communication Skills 01:00:00 Module Eight - Non-Verbal Communication Skills 01:00:00 Module Nine - Empowering Yourself 01:00:00 Module Ten - The Team of Two 01:00:00 Module Eleven - Taking Care of Yourself 01:00:00 Module Twelve - Wrapping Up 00:30:00 Administrative Management Module One - Getting Started 00:30:00 Module Two - Why Your Office Needs Administrative Procedures 01:00:00 Module Three - Gathering the Right Tools 01:00:00 Module Four - Identifying Procedures to Include 01:00:00 Module Five - Top Five Procedures to Record 01:00:00 Module Six - What to Include in Your Binder (I) 01:00:00 Module Seven - What to Include in Your Binder (II) 01:00:00 Module Eight - Organizing Your Binder 01:00:00 Module Nine - What Not to Include in the Procedure Guide 01:00:00 Module Ten - Share Office Procedure Guide 01:00:00 Module Eleven - Successfully Executing the Guide 01:00:00 Module Twelve - Wrapping Up 00:30:00 Organisational Skills Module One - Getting Started 00:30:00 Module Two - Remove the Clutter 01:00:00 Module Three - Prioritize 01:00:00 Module Four - Scheduling Your Time 01:00:00 Module Five - To Do Lists 01:00:00 Module Six - Paper and Paperless Storage 01:00:00 Module Seven - Organization in Your Work Area 01:00:00 Module Eight - Tools to Fight Procrastination 01:00:00 Module Nine - Organizing Your Inbox 01:00:00 Module Ten - Avoid the Causes of Disorganization 01:00:00 Module Eleven - Discipline is the Key to Stay Organized 01:00:00 Module Twelve - Wrapping Up 00:30:00 Organisational Skills Training for Administrator - Activities 00:00:00 Legal Secretary Introduction to Legal Secretary 00:15:00 Role of Legal Secretaries 00:15:00 General Duties and Day-to-Day Operations of a Legal Secretary 00:30:00 Record Keeping 00:30:00 Legal Writing Skills & Proofreading 00:15:00 Research Skills You Need to Know 00:30:00 Transcription, Editing & Correspondence to Judges 00:30:00 Legal System of UK 00:15:00 UK Court System 00:30:00 Meeting Management & Minute Taking Skills Meeting Management 00:15:00 The Role of a Minute-Taker 00:15:00 The Skills of a Minute-Taker 00:30:00 Meeting Agreements 00:15:00 Minute Styles 00:30:00 What Do I Record? 00:30:00 Techniques for Preparing Minutes 00:30:00 The Minute Book 00:15:00 What to include/what to ignore 00:30:00 Motions and Resolutions 00:15:00 Method of recording minutes 00:30:00 Reasons for Meeting 00:30:00 What is a decision? 00:15:00 Minute Taking tips 00:30:00 **Customer Service Role and Telephone Etiquette** Understanding Customer Service Understanding Customer Service 00:17:00 Identifying Customer Expectations 00:06:00 Providing Excellent Customer Service 00:07:00 Focusing on the Customer Focusing on the Customer 00:08:00 Customer Service and the Telephone Customer Service and the Telephone 00:08:00 Handling Complaints Handling Complaints 00:12:00 Enduring Stress Enduring Stress 00:13:00 Business Communication Identifying Basic Communication Techniques 00:09:00 Formal and Informal Communication 00:02:00 Verbal and Non-verbal Communication Describing Verbal and Non-verbal Communication 00:04:00 Understanding Body Language 00:05:00 Making Effective Presentations 00:10:00 Fundamentals of Productive Meetings 00:08:00 Written Communication Written Communication 00:13:00 Electronic Communication Electronic Communication 00:19:00 Communicating with Graphics Creating Graphics for Business Communication 00:04:00 Communicating Static Information 00:03:00 Communicating Dynamic Information 00:03:00 Effectively Working for Your Boss Representing Your Boss 00:06:00 Communicating Your Boss's Decisions 00:03:00 Supporting Your Boss and Colleagues 00:04:00 Building a Partnership with Your Boss 00:13:00 Identifying Goals Identifying Goals 00:10:00 Effective Energy Distribution Energy Distribution 00:09:00 Time Logs 00:11:00 Working with Your Personal Style Personal World View 00:10:00 Strengths 00:09:00 Building Your Toolbox A Building Your Toolbox 00:10:00 Establishing Your Action Plan Establishing Your Action Plan 00:11:00 **Organizing Work Using MS Word** Getting Started with Microsoft Word Understanding the Word Interface 00:05:00 Using the Backstage View 00:07:00 Opening Documents 00:02:00 Navigating Documents 00:04:00 Viewing Documents 00:04:00 Creating Documents 00:03:00 Entering Text 00:02:00 Selecting Text 00:03:00 Saving Documents 00:03:00 Checking Document Compatability 00:02:00 Converting to Updated File Format 00:02:00 Saving As a Different File Format 00:02:00 Understanding Document Properties 00:03:00 Using Versions 00:04:00