PA Masterclass Day 1

Marjon Meyer

At the end of this module delegates should be able to: • Know the definition of communication • Explain how to identify the needs, wants and expectations of others • Be aware of the barriers to communication • Know what to do to improve their ability to communicate and to “read” people • Explain the importance of listening • How listening help solve interpersonal problems • Deal with emotions in an adult manner • Understanding when and how to use your influencing skills to effectively support your role • Realising that everyone has the ability to have influence and impact • Understanding the fundamental difference between personal influence and authority • Using your knowledge to apply the correct and most appropriate communication skills in every situation

Marjon Meyer

At the end of this module, delegates should be able to: • Identify the importance of good interpersonal relationships in business • Apply the concept of social styles to achieve a deeper understanding of where they and these people have a style match or a style mismatch • Assess their communication style in order to understand their interaction style • Review ways of becoming more versatile and “shifting style” with people to achieve harmonious working relationships • Link social styles to a better understanding of team members reactions to pressures • Analyse your team: its level of integration, role allocation and synergy • Check your own and your team’s degree of adult positioning • Outline an overall strategy for solving problems with teams and managers • Define the concept of courtesy • Differentiate between truly courteous and discourteous people • Define a “culture of courtesy” in an organisation and rate your own organisation against these criteria • Discuss the role of systems in courtesy and review your systems • Describe the difference between child behaviour, parent behaviour and adult behaviour in the business world (transactional analysis) • Link adult positioning to interpersonal relationships • Review their own professionalism • Formulate personal and career objectives varying from short term to long term

Marjon Meyer

At the end of this module, delegates should be able to: • Review the role of social media in the public relations arena • List the major tools of public relations in social media • Review their own role in public relations and promoting the organisation • Understand the importance of the “clean” social media in public relations • Know how to avoid embarrassing incidents through well-defined customer processes • Create social media policies that will avoid misunderstandings about protocol • Learning from others’ mistakes • How to handle international protocol • The role of protocol officers • Build a strong relationship with media by understanding their role in your organisational messaging. • Learn how to manage a crisis with social media • Learn about pro-active messaging and communications

Marjon Meyer

At the end of this module delegates should be able to: • Understand your manager is your most important customer • Deal with emotions in an adult manner • List steps to improve interpersonal relationships in teams • Explain how to identify the needs, wants and expectations of team members • Be aware of the barriers to communication • Know what to do to improve their ability to communicate and to “read” people • Understand courteous communication in their teams • Explain the principles of etiquette and courtesy in business • Review their own role in the team

Marjon Meyer

It is important to understand the vision of the organisation and the role of your Executive’s Office as a front to internal and external stakeholders • Obtaining specific instructions • Filing manually and electronically • Digital dictation • Taking initiative • Taking responsibility • Organising Controlling and ensuring that events occur in conformity with plans • Welcoming important guests • Identifying important non-verbal gestures • Representing your superiors