Clerical support training

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],[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: 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],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],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],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 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 6 ,[object Object],[object Object],[object Object],[object Object],[object Object],p. 6 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 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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