Essential Skills for Non-Clerical Staff

The role of non-clerical staff is witnessing significant changes within organisations. From pure mechanical tasks such as serving beverages, cleaning and filing; non clerical staff now has to demonstrate their degree of employee engagement, a fair knowledge of new legislations such as the Data Protection Act 2017 and the Equal Opportunity Act 2011 and participate in performance appraisals. They are also expected to provide stellar customer service as the first ambassadors of the organisation in welcoming guests. Yet they are not empowered to do so. Too often we assume that they are expected to understand the ever-changing office environment without any formal training. 

This course has been specifically designed in response to a market survey carried out with our major stakeholders. 

It is delivered 100% in creole language to meet the requirements of the learners.

How many times have we not heard the following comments from non-clerical staff?

Comments

• Work environment is constantly changing
• This is not in my list of duties and responsibilities
• I have other work to do
• This will take two hours…when you know that it takes one
• I need to be accompanied by another staff because there is no parking space
• It is nearly 4.00pm; I will need to leave in a few minutes
• I always have issues with Mr. X.
• It is challenging to work with the younger generation
• Workload is keeping on increasing
• I am afraid of speaking to some staff because of their strong personalities
• I am afraid of taking initiatives because I fear that my ideas might be stupid
• I do not have the co-operation of my colleagues.
• This is the way we have been doing things here. Why should I change?

Training Needs

• Business context
• Employee engagement – walking the extra mile
• Planning & Scheduling
• Efficiency vs. Effectiveness
• Flexibility and ownership of problem
• Attitude towards work
• Conflict resolution
• Dealing with different generations
• Time Management
• Plutchik’s Wheel of Emotions
• Self Esteem, Assertiveness and Self Confidence
• Teamwork
• Culture and resistance to Change

After this training programme learners should be able to:

• Understand the ever changing business environment in which they are working
• Demonstrate a positive attitude at work
• Communicate effectively at all levels
• Consistently approach work with energy and a positive, constructive attitude
• Communicate more assertively at different levels
• Understand and deliver the company’s brand promise
• Resolve conflict using one’s conflict resolution style
• Use time management techniques to deliver more efficiently
• Understand the bigger picture of the organisation

Module 1: Challenges facing non clerical staff

• Business Context
• Change in legislation
• Defensiveness
• Reaction to feedback
• Communicating with different generations at different levels
• Adapt to change
• Shared vision

Module 2: Attitude at Work

• What is attitude?
• Positive vs. Negative attitude at work
• Acceptable vs Non-Acceptable Behaviours at work
• Drivers of Behaviour
• Plutchik’s Wheel of Emotion
• Can attitude be changed?
• Learn how to make a positive first impression

Module 3: Self-esteem and assertiveness skills

• Building your self-esteem
• External self-esteem factors
• Internal self-esteem factors
• Self-confidence vs. self-Esteem
• Projecting self-confidence
• Negative vs. positive thinking
• Aggressive, Passive, Manipulative and Assertive Behaviour

Module 4: Communication skills

• Simple communication model
• Types of communication
• Importance of feedback
• Types of feedback
• Active listening
• Questioning techniques
• Orders, requests, instructions and suggestions
• Learn how to say no, and when no is the best answer

Module 5: Brand Promise

• What is Brand Promise?
• What is the Brand Promise of your company?
• How are you contributing to keep your company’s Brand Promise?
• What can you do to exceed the expectations of your stakeholders?
• Over promise and under deliver vs. Under promise and over deliver
• Loyal but not satisfied vs. Satisfied but not loyal
• Internal vs. External customers

Module 6: Conflict resolution

• What is conflict?
• Assumptions about conflict
• Types of conflict
• The positives and negatives of conflict
• Conflict resolution process
• Seven steps to ironing things out
• Conflict Resolution Style

Module 7: Time Management

• To Do list
• Progress Task vs. Maintenance Task
• Urgent vs. Important
• Time Management Matrix
• 4 Ds of Time Management (D0-Delay-Delegate-Dump)
• Planning and scheduling

Module 8: Employee Engagement

• Vision, Mission and Values of your organisation
• Emotional attachment
• Shared vision
• Teamwork
• Adaptability to change

Practical Exercises:

• Each module includes two practical exercises

Take Aways:

• During the workshop, learners will need to identify the techniques they have learned which they can implement back at work immediately.

Teach back:

• Learners are expected to teach back the main take aways they mastered during the workshop to their peers or supervisors.

Post Assessment: Measuring and managing change in behaviour at work

• Learners will be provided with a “Transfer Contract”. They will be explained how to implement the transfer of learning back at work.

Medium of delivery: Creole

Facilitators:

• Kesho Gooriah
• Tania Bennett

Target Audience:

• Messengers
• Drivers
• Cleaners
• Office attendants
• Security officers
• Housekeeping staff
• Non clerical staff