Back Office & Telephon

The voice over the phone and the written word are the business cards of your organization. Global DiVision’s courses prepare you to leave this card.

Please choose from our range of seminars or contact one of our consultants.

Where am I today?
As secretary or assistant, you work independently and autonomously organize your daily work. In the course of your work, you are at the center of various tasks, while supporting colleagues and superiors.

What is in it for me?
The seminar will help you to understand your own strengths, consider your responsibilities and will equip you with tools which will to help you to work more efficiently and more easily keep on top of everything. You’ll become capable of multitasking and will be able to support your colleagues and superiors more efficiently.

Which methods do we apply?
Teaching occupies only a small fraction of the training time. You are the active part of the dialogue along with other participants supported by practical exercises which are underpinned by short briefings by the facilitator. Finally, you will be able to draw up a specific action plan for your day-to-day work.

What do I experience?

  • Compare your own strengths and areas of work to your duties and your responsibilities
  • Working effectively as an assistant or secretary
  • Schedule daily tasks, set priorities
  • Learn to cope with stress
  • Motivate yourself and others
  • Communication: Always find the right words
  • Avoid conflicts, resolve differences
  • Schedule, perform and monitor meetings and appointments
  • The humane factor
  • Personal action plan

How much time do I invest?
3 days

Where am I today?
As an assistant or secretary, you work independently and autonomously organize your daily work. Some of your responsibilities include not only taking the burden off your colleagues or superiors but also acting on their behalf.

What is in it for me?
This seminar is based on the “assistant and secretary I” program. Psychology and communication are at the center in order to handle your working partners better. You will be trained to act more efficiently and purposefully and will learn to deal with difficult situations and people.

Which methods do we apply?
Participants will take on the active part of this intensive course. Using dialogue, individual exercises and simultaneous reflection, you will get a clear picture of yourself as a person and as a work colleague.

What do I experience?

  • Inventory of your role and your psychological drives at work as an assistant or secretary
  • Your assertiveness in verbal and nonverbal communication
  • Your strengths and workplace: How effective do you work?
  • Performing tasks: How efficiently can you delegate?
  • Your own authority: How do you solve problems for yourself and others?
  • Diplomacy and leadership – even in contact with third parties
  • The human factor
  • Personal implementation plan

How much time do I invest?
3 days

Where am I today?
Part of your role is to remind your company’s customers of outstanding overdue receivables or outstanding balances/invoices, either in writing or by phone.

What is in it for me?
Besides having the appropriate structures, you will not only understand the debtor but also gain an understanding of the current situation. This will result in a more effective management of receivables. Therefore, in this seminar, you will not only learn to protect the balance of your business, but also to avoid negatively affecting the good relationship with your customers.

Which methods do we apply?
Reminders for key accounts require a completely different approach than for one-off transactions. Therefore, the theoretical and practical modules of the course will go into the current tasks of the participants and will take into account their relationships with debtors. You will receive materials to use as a basis for further development that also can be directly applied in the workplace.

What do I experience?

  • Targeted and service-oriented communication
  • Effective debt collection notices
  • Effective debt collection by phone
  • Building understanding and effective objection handling
  • Negotiation techniques which account for interpersonal aspects
  • Design your personal action plan

How much time do I invest?
1 day

Where am I today?
You are in charge of different cultures or you would like to go a bit deeper than just the surface on your cross cultural knowledge. When we talk about ‘cultural awareness’ we don’t talk only about one country alone. We are comparing various behaviors in different cultures.

What is in it for me?
You will learn from a multifaceted introduction into the cross cultural awareness communication. Our secret tips: our strategies and development models will make you an expert in dealing with foreign colleagues, employees and clients of various cultures. Your cross cultural and multi-cultural competence will be enhanced and deepened.

Which methods do we apply?
In our seminars we are comparing your country with other important countries around the world. (Tailored to your needs) With many examples of our well qualified trainers who have been working on a global level you will experience real life activities to become aware of various nuances of many different cultures. You will be able to experience, explore and observe different cultural differences. With a mix of many activities, simulation and case studies you will familiarize yourself with ease into a cross cultural expert. The learning will be visible in no time. You will be exposed to one on one activities, team works and deep reflections in combination with discussions with the trainer and the plenum.

What do I experience?

  • What is culture?
  • Cultural standards and cultural dimensions
  • How will cultural differences be experienced?
  • How can we avoid cultural misunderstanding?
  • What are errors or misunderstandings that we see many times in international contacts?
  • How can I combine my own values and goals with a foreign culture and work efficiently and successfully?
  • Does and Don’ts of intercultural communication
  • What are typical local country and regional stereotypes that can cause many problems when dealing with international clients and how to handle them?
  • Personal goals and effective action plans in dealing with cross-cultural partners
  • How much time will I invest? 2 days

Where am I today?
You want to communicate as efficiently as possible internally and with external customers in writing in order to achieve goals and maintain contacts.

What is in it for me?
This seminar, held at Global DiVision, will make you more aware of language and new ideas for correspondence that has impact for your customer. We will strengthen your sense of style for writing in the digital world as well as the analog media. Furthermore, we will provide suggestions for communicating in a easily understood and modern language.

Which methods do we apply?
Based on participants’ own materials, the seminar will continuously move between theory and practice. It will help to familiarize yourself with the current rules of modern language and punctuation and will demonstrate through various exercises what you can expand on and what makes sense to continue to work on.

What do I experience?

  • The principles of written communication
  • Accurate formulation of messages
  • Smartly selecting media
  • The grammatically correct language
  • Structuring text cleanly
  • Your personal action plan

How much time do I invest?
1 day

Where am I today?
When the phone rings, whether you are working at the reception, service or office, it is one of your duties as an employee to represent your company.

What is in it for me?
This Global DiVision course will prepare you to answer incoming calls in a friendly and efficient manner and to present the company’s image to the outside world. We will show you how you communicate well with customers in a way that will make them glad to call you again.

Which methods do we apply?
The seminar is divided into sections. Some sections will transfer knowledge. Other sections will be based on the facilitator’s experience. General telephone exercises and case studies are part of the learning process and you can immediately use what you have learned on the phone to practice. Participants’ experience and their individual circumstances are also taken into consideration.

What do I experience?

  • Telephone techniques and proper operation of the phone
  • Achieving results with service awareness
  • Techniques of effective communication
  • Confident tackling of objections and complaints
  • Empathy on the phone
  • Personal action plan

How much time do I invest?
1 day

Where am I today?
Stress can be a day-to-day cause of anxiety for managers as well as for many employees in private and public organizations. Identify symptoms and making the right choices early. To avoid serious health problems such as burn-out syndrome there are important steps to take and significant challenges in protecting against the consequences in the workplace.

What is in it for me?
Global DiVision will show you methods which will help you to deal with day-to-day stress. You will learn to recognize your own stress level and free up resources to manage it. By using the correct techniques you will be able cope with unnerving situations whether at work or in private life which will result in getting stress under control before it gets control over you.

Which methods do we apply?
You will be the focus of a course which also includes exchanging of experience, contributions by the facilitator, discussions and individual exercises.

What do I experience?

  • What is stress and how can I recognize its signs?
  • Your own stress management profile: How do I deal with stress?
  • Coping with stress in everyday life
  • Personal effectiveness, workaholism and your own attitude
  • Mental coaching
  • Personal action plan

How much time do I invest?
2 days

Where am I today?
You work for e.g. a call center, a tele-marketing or a customer service department, or are involved in the coaching of a team which has inbound and outbound calling responsibilities.

What is in it for me?
With Global DiVision, you will learn proven processes how to select staff and communicate goals which motivate individuals and groups, as well as individual coaching techniques.

Which methods do we apply?
This course, which is spread out over several days, will use relevant examples from the workplace on top of basic knowledge. Based on case studies and exercises, you will be confident in using the necessary management tools and applying them in everyday life. Your trainer will take individual experience and differences within the group into account.

What do I experience?

  • Achieve results with individual leadership style
  • Motivation through communication: results oriented management of telephone teams
  • The team as a success factor: Putting the telephone team together properly
  • Coaching as an effective management tool
  • Setting goals with employees and planning time resources
  • Interpersonal relationships
  • Personal action plan

How much time do I invest?
3 days

Where am I today?
For incoming calls, you frequently use the phone for the processing of orders as a sales tool. You work in service or are engaged in telemarketing or in order entry.

What is in it for me?
Our seminar will enable you to create a positive environment for your customers by engaging in a service-oriented dialogue for incoming calls. This in turn creates a relaxed platform which can be used for additional sales.

Which methods do we apply?
The seminar is divided into sections. Some of them will transfer knowledge, whilst others will be based on the facilitator’s experience. General telephone exercises and case studies are part of the learning process and you can immediately begin to put what you have learned on the phone to practice. Participants’ experience and their individual circumstances are also taken into consideration.

What do I experience?

  • Telephone techniques and proper handling of the phone
  • Leading the dialogue with customers on the service phone
  • Tackling of objections and complaints
  • Identify buying motives and responding individually
  • Systematic sales and closing techniques
  • Empathy on the phone
  • Personal action plan

How much time do I invest?
2 days

Where am I today?
You use the phone to take care of your existing customer base and to attract new customers, with the aim of generating revenue for your company or for communicating to or obtaining specific information from your client.

What is in it for me?
Our seminar will enable you to attract the attention of the person on the phone, to remember the details of the conversation and to be assertive with your message. You will be able to break down existing barriers and negative attitudes towards sales on the phone with the appropriate conversation techniques.

Which methods do we apply?
The seminar is divided into sections which will alternate between knowledge-transferring instructions by the facilitator and his experience from the workplace. Various telephone exercises and case studies are part of the learning process and you can immediately begin to put what you have learned on the phone to practice. Participants’ experience and their individual circumstances are also taken into consideration.

What do I experience?

  • Telephone techniques and proper operation of the phone
  • Achieving goals through positive selling awareness
  • Identifying customers’ needs and responding accordingly
  • Confident tackling of objections and complaints
  • Systematic sales and closing techniques
  • Empathy on the phone
  • Personal action plan

How much time do I invest?
2 days

Where am I today?
As a member of the sales team or as part of your secretarial work, your task is to make appointments with existing or potential customers and business partners.

What is in it for me?
With the knowledge from our course, you will not only be able to arrange more sales and appointments, you will also be able to ensure that they are at a much higher level, with previously communicated content and agenda.

Which methods do we apply?
The seminar is divided into sections. Some will transfer knowledge, whilst others will be based on the facilitator’s experience. General telephone exercises and case studies are part of the learning process and you can immediately begin to put what you have learned on the phone to practice. Participants’ experience and their individual circumstances are also taken into consideration.

What do I experience?

  • Telephone techniques and proper operation of the phone
  • Your attitude is the key factor in your success
  • Preparing for systematic phone calls
  • Confident tackling of objections
  • Motivating customers to agree to appointments
  • Empathy on the phone
  • Personal action plan

How much time do I invest?
1 day

Where am I today?
As purchaser or seller, sales manager or key account manager, you are responsible for negotiating professionally and ethically.

What is in it for me?
You will learn the rules of a negotiatiing technique which will give you a high degree of self-confidence and motivation and with which you can develop an understanding of your customer and close contracts with the best possible terms. Learn to professionally create win-win situations in relationship and partnership contracts.

Which methods do we apply?
The seminar is divided into sections which combines knowledge transfer and a practical introduction to negotiating. Case studies are part of the learning process. By considering the participants’ experience and their individual circumstances, the facilitator guarantees that learning can be transferred directly into the daily workplace.

What do I experience?

  • The main differences between meetings and negotiations
  • Phases of negotiation
  • Strategy and tactics of good negotiation
  • Preparation, planning and self-motivation
  • Psychological factors and strengths of your negotiating position
  • How to consider financial aspects appropriately
  • Training based on case studies right up to closing of negotiations • The importance of interpersonal factors
  • Drafting your personal action plan

How much time do I invest?
3 days

Where am I today?
In your day-to-day work you feel as if you are running out of time but want to achieve more, to tackle new tasks and to create time for new developments.

What is in it for me?
Global DiVision will write your individual effectiveness profile. We will help you to get familiar with the tools and methods which will allow you to create capacity in order to make the most of your personal resources and to simultaneously ensure that you are perceived by colleagues and employees as efficient.

Which methods do we apply?
This particularly intensive seminar combines experience, discussions and contributions by the facilitator with practical exercises and group work. In order to apply your training results at home, we will develop a personal action plan based on your effectiveness profile.

What do I experience?

  • How will you cope with time based on your old habits?
  • How do you organize your tasks?
  • Efficient time analysis and elaboration of work plans
  • Dealing with interruptions, emails, tasks and workplace organization
  • Planning meetings in a time-oriented manner
  • Delegating responsibility
  • Your role in the team
  • Your personal action plan

How much time do I invest?
2 days

Request Course on this Topic

In addition to the open seminars which can be booked (dates below on this page), we differentiate between two other types of services which could be planned for your premises or at a venue of your choice. Our project management will gladly assist in finding and booking the right venues and appropriate settings. By clicking on the following links, you will find detailed information about the respective scope of services:

Inhouse-Premium
Inhouse-Standard

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