(Click Category to List Courses)
24 - CSM - Public Relations, Communication Skills & Office Management
CSM 300 - Modern Skills in Managing Government Relations and Clearing Transactions
| Code | Start Date | Duration | Venue | |
|---|---|---|---|---|
| CSM 300 | 21 October 2024 | 5 Days | Istanbul | Registration Form Link |
| CSM 300 | 25 November 2024 | 5 Days | Istanbul | Registration Form Link |
| CSM 300 | 30 December 2024 | 5 Days | Istanbul | Registration Form Link |
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Course Description
Government agencies in various countries of the world are complex bureaucratic entities, designed to provide various services to individuals and institutions, and usually employ many employees at different administrative levels. Therefore, dealing with them requires many personal, administrative, psychological, and technical skills. Government relations specialists must be ready to use their skills to present a positive image of the institution to which they always belong. Through this program, they will understand their roles and develop verbal and written communication techniques. Also, they will be able to deal with different personality types of government officials, assess administrative crises and handle them and complete official transactions successfully and maintain the reputation of their institutions.
Course Objectives
- Identify the main management concepts in their modern forms.
- Acquire basic and qualitative skills in solving problems and developing successful remedies.
- Provide the participants with the necessary skills to provide a service that exceeds the visitor's expectations.
- Enable the participants to master the dialogue, question and answer and guide the visitor.
- Access to a mechanism for controlling and evaluating the service provider's work according to indicative panels to measure performance.
- Introducing the types of visitors, methods of dealing with them, and the mechanism of providing service to senior visitors.
- Knowing the theory of emotional intelligence and its applications in relationships and possessing the skills of emotional intelligence (EQ) in communication and responding to objections.
- Possess the skill of managing time and priorities according to the compass system.
- Learn about psychological theories related to personality patterns and their applications.
Who Should Attend?
- Supervisors
- Customer Service Personnel
- Public Relations Personnel
- Employees responsible for communicating with government institutions to clear employee transactions.
- Government employees responsible for communicating with various government agencies
- Public relations employees in private institutions who are responsible for communicating with government institutions
Course Details/Schedule
Day 1
- Building the capabilities of the service provider according to EQ
- Defining the service and communicating with the beneficiaries.
- The importance of providing service and the front row
- Service Components - Service Triangle.
- Characteristics of the service provider according to EQ.
- Defining emotional intelligence.
- Emotional intelligence skills.
- How to access the EQ skill.
- The skill of self-control and self-management.
- The skill of understanding the other and dealing with him.
Day 2
- The foundations of providing the service in light of the reality study.
- Recording a video of the mechanism of providing the service to visitors.
- Analyzing the mechanism and studying the stages of service (before - during - after).
- Introducing visitors' needs.
- Visitor service equations
- Mechanism for measuring service quality in the banks.
- Mechanism for developing performance indicators and service standards.
- Components of the knowledge service provider.
- Components of service provider skills.
- Studying the competencies table according to the reality of the institution.
Day 3
- The skills of the service provider
- A questionnaire to measure the skills of the customer reception service provider.
- Definition of skills + sources of skills.
- Skills required for achievement.
Day 4
- Professional skills to serve visitors.
- Monitoring the professional service using the indicator board.
- Definition of professional service.
- Components of professionalism in dealing with visitors.
- Skills to build proactive reactions.
- Mechanisms for dealing with objections and complaints.
- Mechanism for providing advice and responding to wrong criticism.
- Words allowed and prohibited in the reception.
Day 5
- Time management in service provision
- Defining time management to provide reception service.
- Compass time management system.
- Time control mechanism during the provision of service to visitors.
- Standards of Service Time.
- Standards for word speed and timekeeping by sentence.
- Scheduling, recording and studying time for each participant.
- Waste of time in providing the service and the mechanism of its elimination.
- Preparing the temporal hierarchy, knowledge of the peak activity hierarchy, and evaluation according to priorities.
