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Clerical support training

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This document provides a training module on communications for clerical support staff. It covers various types of communication including verbal, nonverbal, writing and listening. It provides tips for effective phone communication, handling difficult calls, taking messages, and email etiquette. The document emphasizes being clear, concise, polite and proofreading messages in all communications. It stresses listening skills and considering the recipient's perspective when communicating.

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Developed For: Georgia Division of Family and Children Services Education and Training Services Section Curriculum Developer: Denise Wells NEXT EDUCATION AND TRAINING SERVICES SECTION GEORGIA DEPARTMENT OF HUMAN SERVICES DIVISION OF FAMILY AND CHILDREN SERVICES Clerical Support Staff Training Presentation
Table of Contents Clerical Support Training has the following 5 modules with matching activities, a final assessment and an evaluation. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: Microsoft Clip Art Gallery DONE START
Welcome ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Purpose and Goals ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],The purpose of this training is to introduce you to the concepts and resources needed to be successful in your role as clerical support staff.
WELCOME: Instructions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Main Menu
WELCOME: END ,[object Object],[object Object],Go To Mod 1
PROFESSIONALISM: Objectives MODULE 1 ,[object Object],[object Object],[object Object],[object Object],p. 1 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 1: Appearance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: Microsoft Clip Art Gallery p. 2 of 18 - PROFESSIONALISM Business Business Casual
PROFESSIONALISM Lesson 1: Appearance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: Microsoft Clip Art Gallery p. 3 of 18 - PROFESSIONALISM Business Business Casual
PROFESSIONALISM Lesson 2: Personal Qualities ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 4 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 2: Personal Qualities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 5 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 2: Personal Qualities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 6 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 2: Personal Qualities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 7 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 2: Personal Qualities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 8 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 3: Privacy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 9 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 3: Privacy ,[object Object],[object Object],[object Object],[object Object],p. 10 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 3: Privacy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 11 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 3: Privacy ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 12 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 3: Privacy ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 13 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 3: Privacy ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 14 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 3: Privacy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 15 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 3: Privacy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 16 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 3: Privacy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 17 of 18 - PROFESSIONALISM
PROFESSIONALISM Lesson 3: Privacy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 18 of 18 - PROFESSIONALISM
PROFESSIONALISM: END ,[object Object],[object Object],Main Menu
CUSTOMER SERVICE: Objectives MODULE 2 ,[object Object],[object Object],[object Object],[object Object],p. 1 of 6 - CUSTOMER SERVICE
CUSTOMER SERVICE Lesson 1: Beginning Days ,[object Object],p. 2 of 6 - CUSTOMER SERVICE Source: Microsoft Clip Art Gallery
CUSTOMER SERVICE Lesson 1: Beginning Days ,[object Object],[object Object],[object Object],[object Object],p. 3 of 6 - CUSTOMER SERVICE
CUSTOMER SERVICE Lesson 2: Ending Days ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 4 of 6 - CUSTOMER SERVICE
CUSTOMER SERVICE Lesson 3: Enhanced Services ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 5 of 6 - CUSTOMER SERVICE
CUSTOMER SERVICE: Quiz ,[object Object],[object Object],[object Object],[object Object],p. 6 of 6 - CUSTOMER SERVICE
CUSTOMER SERVICE: END ,[object Object],[object Object],Main Menu
COMMUNICATIONS: Objectives MODULE 3 ,[object Object],[object Object],[object Object],[object Object],p. 1 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 1: Effective Communication ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 2 of 24 - COMMUNICATIONS Source: Microsoft Clip Art Gallery
COMMUNICATIONS Lesson 1: Effective Communication ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 3 of 24 - COMMUNICATIONS Source: Microsoft Clip Art Gallery
COMMUNICATIONS Lesson 1: Effective Communication ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 4 of 24 - COMMUNICATIONS Source: Microsoft Clip Art Gallery
COMMUNICATIONS Lesson 1: Effective Communication ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 5 of 24 - COMMUNICATIONS Source: Microsoft Clip Art Gallery
COMMUNICATIONS Lesson 1: Effective Communication ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 6 of 24 - COMMUNICATIONS Source: Microsoft Clip Art Gallery
COMMUNICATIONS Lesson 2: Telephone Tips Source: Microsoft Clip Art Gallery ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 7 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 2: Telephone Tips ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 8 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 2: Telephone Tips ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 9 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 2: Telephone Tips ,[object Object],[object Object],[object Object],[object Object],p. 10 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 2: Telephone Tips ,[object Object],[object Object],[object Object],[object Object],p. 11 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 2: Telephone Tips ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 12 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 2: Telephone Tips ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 13 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 2: Telephone Tips ,[object Object],[object Object],[object Object],p. 14 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 3: Difficult Calls ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 15 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 3: Difficult Calls ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 16 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 4: Office Awareness ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 17 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 5: Voicemail Tips ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 18 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 6: Taking Messages ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 19 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 7: Email Etiquette ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 20 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 7: Email Etiquette ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 21 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 7: Email Etiquette ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 22 of 24 - COMMUNICATIONS
COMMUNICATIONS Lesson 7: Email Etiquette ,[object Object],[object Object],p. 23 of 24 - COMMUNICATIONS
COMMUNICATIONS Quiz ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 24 of 24 - COMMUNICATIONS
COMMUNICATION: END ,[object Object],[object Object],Main Menu
TIME MANAGEMENT: Objectives MODULE 4 ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 1 of 12 - TIME MANAGEMENT
TIME MANAGEMENT Lesson 1: Eliminate Time Wasters ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 2 of 12 - TIME MANAGEMENT Source: Microsoft Clip Art Gallery
TIME MANAGEMENT Lesson 1: Eliminate Time Wasters ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 3 of 12 - TIME MANAGEMENT
TIME MANAGEMENT Lesson 1: Eliminate Time Wasters ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 4 of 12 - TIME MANAGEMENT
TIME MANAGEMENT Lesson 1: Eliminate Time Wasters ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 5 of 12 - TIME MANAGEMENT
TIME MANAGEMENT Lesson 1: Eliminate Time Wasters ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 6 of 12 - TIME MANAGEMENT
TIME MANAGEMENT Lesson 1: Eliminate Time Wasters ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 7 of 12 - TIME MANAGEMENT
TIME MANAGEMENT Lesson 2: Setting Priorities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 8 of 12 - TIME MANAGEMENT
TIME MANAGEMENT Lesson 2: Setting Priorities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 9 of 12 - TIME MANAGEMENT
TIME MANAGEMENT Lesson 3: Scheduling & Reminders ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 10 of 12 - TIME MANAGEMENT
TIME MANAGEMENT Lesson 3: Scheduling & Reminders ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 11 of 12 - TIME MANAGEMENT
TIME MANAGEMENT: Exercise – Time Mgmt. Survey ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 12 of 12 - TIME MANAGEMENT
TIME MANAGEMENT: END ,[object Object],[object Object],Main Menu
STRESS MANAGEMENT: Objectives MODULE 5 ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 1 of 9 - STRESS MANAGEMENT
STRESS MANAGEMENT Lesson 1: Common Stressors ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 2 of 9 - STRESS MANAGEMENT Source: Microsoft Clip Art Gallery
STRESS MANAGEMENT Lesson 1: Common Stressors ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 3 of 9 - STRESS MANAGEMENT
STRESS MANAGEMENT Lesson 2: Physical Stress Signs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 4 of 9 - STRESS MANAGEMENT
STRESS MANAGEMENT Lesson 3: Emotional Stress Signs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 5 of 9 - STRESS MANAGEMENT
STRESS MANAGEMENT Lesson 4: Major Life Changes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 6 of 9 - STRESS MANAGEMENT
STRESS MANAGEMENT Lesson 5: Stress Relievers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 7 of 9 - STRESS MANAGEMENT
STRESS MANAGEMENT Lesson 5: Stress Prevention ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 8 of 9 - STRESS MANAGEMENT
STRESS MANAGEMENT: Exercise – Am I Stressed? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 9 of 9 - STRESS MANAGEMENT
STRESS MANAGEMENT: END ,[object Object],[object Object],Main Menu
Resources ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],MAIN MENU
Evaluation ,[object Object],[object Object],[object Object],[object Object],Launch Survey http://www.surveymonkey.com/s/clerical-support-training-evaluation_preimplementation SUBMIT
FINAL ASSESSMENT ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],BEGIN FINAL ASSESSMENT BEGIN
Question 1 ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 1 of 10 - FINAL ASSESSMENT
Question 2 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 2 of 10 - FINAL ASSESSMENT
Question 3 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 3 of 10 - FINAL ASSESSMENT
Question 4 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 4 of 10 - FINAL ASSESSMENT
Question 5 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 5 of 10 - FINAL ASSESSMENT
Question 6 ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 6 of 10 - FINAL ASSESSMENT
Question 7 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 7 of 10 - FINAL ASSESSMENT
Question 8 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 8 of 10 - FINAL ASSESSMENT
Question 9 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],p. 9 of 10 - FINAL ASSESSMENT
Question 10 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],SUBMIT p. 10 of 10 - FINAL ASSESSMENT
Correct Answer! GO BACK GREAT JOB!
Incorrect Answer, Please Try Again Go Back
Business Attire - Men ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: Wikipedia NOTE: To project a more professional image, it is highly recommended that the Windsor Knot be used to tie the tie. (see image) Go Back
Business Attire - Women ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Go Back
Business Casual Attire - Men ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Go Back
Business Casual Attire - Women ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Go Back

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Clerical support training

  • 1. Developed For: Georgia Division of Family and Children Services Education and Training Services Section Curriculum Developer: Denise Wells NEXT EDUCATION AND TRAINING SERVICES SECTION GEORGIA DEPARTMENT OF HUMAN SERVICES DIVISION OF FAMILY AND CHILDREN SERVICES Clerical Support Staff Training Presentation
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  • 94. Correct Answer! GO BACK GREAT JOB!
  • 95. Incorrect Answer, Please Try Again Go Back
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