clerical support training
DESCRIPTION
This is the first section in what will serve as a presentation for all staff related to common practices that will ensure maximum performance.TRANSCRIPT
EDUCATION AND TRAINING SERVICES SECTIONEDUCATION AND TRAINING SERVICES SECTIONGEORGIA DEPARTMENT OF HUMAN SERVICES
DIVISION OF FAMILY AND CHILDREN SERVICES
Clerical Support Staff Training Presentation
Developed For:Developed For:Georgia Division of Family and Children Services
Education and Training Services SectionCurriculum Developer: Denise Wells
Welcome
Welcome to Clerical Support Training!
If you are learning the material for the first time, youmay want to complete the online tutorial introducingyou to this type of online training.
Also, remember that once you have completed aParticular module, it is available for you to revisit atany time.
Assistance: Contact the HelpDesk at 706.355.5144 with any questions you have during the training
GOOD LUCK!
PROFESSIONALISMLesson 1: Privacy
Because of the nature of the work we do, weare often responsible for handling a client’spersonal information.
It is vital for both the client and agency thatmaximum efforts are used to safeguard all personal information received.
PROFESSIONALISM Lesson 1: Privacy
Key Areas Related to Privacy for the Client:
• Social Security Information
• Sensitive Documents
• Data Entry Screens
PROFESSIONALISM Lesson 1: Privacy
Social Security Information
When handling client Social Security information, it is most important that special care be taken to keep this information confidential and out of sight.
Identity theft is a huge concern and our staff have to take due diligence to protect clients from infringement.
PROFESSIONALISM Lesson 1: Privacy
Sensitive Documents
Protect clients from identity theft and other violations by shredding sensitive documents they have submitted such as receipts, bills, credit card information, etc.
PROFESSIONALISM Lesson 1: Privacy
Data Entry Screens
Be mindful of other clients gaining access to information you are entering into a computer. Be sure to activate a screen saver if you must step away from your terminal for any reason.
PROFESSIONALISM Lesson 1: Privacy
Key Areas Related to Personal Privacy:
• Personal Calls
• Email & Computer Monitoring
• Secure Web sites
• Passwords
PROFESSIONALISM Lesson 1: Privacy
Personal Calls
Keep in mind that there is very little privacy at work.
The best way to ensure private telephone calls at work is by using your personal cellular phone. (Keep personal calls to a minimum, though).
Assume that calls made using agency phone lines are being monitored.
PROFESSIONALISM Lesson 1: Privacy
Email & Computer Monitoring
Employers have complete access to all emails and computers files. Think of them as a permanent paper trail.
Some employers even use computer software that allows them to track internet usage and emails, view files stored on terminals or hard disks and even show what you are currently working on. Always assume your work is being monitored.
PROFESSIONALISM Lesson 1: Privacy
Secure Web sites
There are things you can do to protect yourself and the agency when going online.
Have the Information Technology (IT) departmentinstall malware protection on your system.
Also, visit secure sites. You will know that a site is secure if you see https:// in the address bar rather than simply http:// when you are web surfing.
PROFESSIONALISM Lesson 1: Privacy
Passwords
When creating a password, choose a long, but memorable one. Make sure it is easy for you to remember but difficult for someone else to guess.
Remember that no one will ever contact you to ask for your password or pin numbers. Should you receive any such requests, always ignore them.
PROFESSIONALISM: END
This is the end of the module.
COMMUNICATIONS Lesson 2: Telephone Tips
When answering calls, be sure to:
• Listen and be helpful
• If transferring the call, be sure to let the caller know who they are being transferred to
• Always ask permission before placing a caller on HOLD
• Always ask permission before placing a caller on SPEAKER
COMMUNICATIONS Lesson 2: Telephone Tips
When placing a call:
• Identify yourself
• Do not ask, “Who am I speaking with?”
• Use your full name when requesting to speak with someone
• State the purpose of your call
COMMUNICATIONS Lesson 2: Telephone Tips
When leaving a voice message:
• Leave a complete and concise message that includes your name, phone number, time of call and nature of call
• Speak clearly and slowly when leaving a message
COMMUNICATIONSLesson 3: Difficult Calls
When a caller is angry or upset:
• Listen carefully
• Acknowledge the problem, but do not necessarily agree
• Refer call to your supervisor when possible
• Write down a detailed and accurate account of the call and the problem
• Act quickly to resolve the issue
COMMUNICATIONSLesson 3: Difficult Calls
When a caller is angry, DO NOT:
• Argue – remain calm & professional
• Blame others for the problem
• Interrupt the caller
• Make promises
COMMUNICATIONSLesson 4: Office Awareness
When communicating with internal and externalclients, do not give out:
• Whereabouts of the person who is out of the office
• Who a person is already talking to
• Who a person is meeting with
• Who is in a person’s office
• Why someone no longer works with the organization
COMMUNICATIONSLesson 5: Email Etiquette
Email communication requires handling with care. When crafting emails, be sure to do the following:
• Use correct grammar and sentence structure
• Refrain from using the following:• Excessive use of emoticons () – one is okay, but limit use• Casual text message lingo (i.e. u in place of the word you)• All CAPITAL LETTERS. This means you’re screaming
• Use “reply” to answer an email rather than beginning a new message so that the entire communication can always be considered.
COMMUNICATIONSLesson 5: Email Etiquette
When composing an email, be sure to:
• Make message clear and concise
• Fill in the “subject line”
• Double check the address
• Proofread message prior to pressing send
• Be polite and use phrases like “please” and “thank you”
COMMUNICATIONSLesson 5: Email Etiquette
Because email is nonverbal in form, it requires thatrules for this type of communication be used. Remember those reading your emails do not have thebenefit of hearing your tone of voice nor seeing yourbody language.
Often a well intended email has unintentionallydelivered the wrong message to it’s recipient. To besure you are sending the right message, read it aloudprior to pressing send.
COMMUNICATIONSLesson 5: Email Etiquette
To see a short video presentation explaining things tothink about when composing an email, click HERE
COMMUNICATION: END
This is the end of the module.
Resources
BOOKSCovey, S. (2004). The 7 Habits of Highly Effective People.Evenson, R. (2010). Customer Service Training 101.Farr, M. (2007). Getting the Job You Really Want. Perkins, P. (2008). The Art and Science of Communication: Tools
for Effective Communication in the Workplace.Scumaci, D. (2007). Designed For Success.
WEBSITEShttp://www.bnet.com/videos/why-email-starts-fights/241106