Description

Call centers have become strategic sales elements for companies in just a few years. The implementation of an appropriate quality approach within this activity ensures that customer expectations are met. It can also, depending on the ambition of management, create a real competitive advantage for the company. This new course, built over two days, gives you the tools to build a simple but effective organization.

Who is this training for ?

Training objectives

Understand the issues and principles of the quality approach within a customer relations center

Identify the most suitable tools to implement a relevant quality management system

Training program

Quality issues in a customer relations center

• The challenges of customer loyalty.
• Measuring the performance of a CRC: what quality indicators?
• The customer journey, the notion of experience customer.

Ensuring the quality of service of a call center

• Take an inventory of existing practices.
• Reason risks and prevention to ensure quality.
• Build service standards.
• Establish a listening grid to secure calls.

Existing repositories

• ISO 9001 V2015 and 18295 standards (customer contact center). Certification of service commitments.
• Prices

Engage in continuous progress

• The principle of the PDCA.
• Establish an analysis of the internal and external context: deduce the priority orientations
• (quality policy and objectives). Creation of the plan 'actions.
• Write documents as needed.

Description

The Human Resources assistant is a key function on which the HR manager must be able to rely. Relay on certain files, manager on others, it is essential that he (she) has an overview of the function in order to be the preferred contact for employees and management. To carry out his mission, he (or she) must acquire essential basics. This is the objective of this training.

Who is this training for ?

Training objectives

• Assist the HR Director or RRH in relations with internal and external contacts;
• Inform employees
• Participate in the employee experience
  

Training program

Before the face-to-face

• A self-diagnosis.

Situate the human and legal environment of the HR function

• Role and challenges of the HR function.
• Texts applicable in the company.
• Knowing how to search for information.

Manage the entry and contract(s) of the employee into the company

• Blockchain: know the new forms of securing contracts and transactions.
• Know the specificities of the main types of contract: Indefinite-term contract; fixed-term contract, temporary contract.
• Differentiate between possible initial cases and their consequences.

Assist the HR Director in relations with internal and external contacts

• Know the role and functioning of staff representative bodies: Staff Delegates; Union Delegates; Establishment Committee or CSE; CHSCT/CSSCT.
• Secure your relationships with principals external partners: the role of the labor inspector; obligations towards DIRECCTE (elections, NAO, etc.); the role of Occupational Health Services (medical visits, etc.).

Inform employees about daily administrative management

• Questions about paid leave.
• Rights regarding medical absences.
• Parental-related leave.

After face-to-face, implementation in a work situation

• A strengthening program: "One challenge per week for 7 weeks" and a training module: "Practice active listening".

Description

The success of an Export company and the profitability of operations are based on perfect control of sales, from order taking to full payment. Finding the right customs documents, knowing the regulations, selecting the best payment method, mastering operations and being responsive in handling problems: the ADV assistant plays a pivotal role in ensuring the smooth running of each order. Concrete, comprehensive, this export assistant training constitutes the reference training for employees of the Export department.

Who is this training for ?

Training objectives

Acquire autonomy to effectively manage and monitor an export customer portfolio

Optimize business management by reconciling excellence in administrative quality and cost control

Prevent unpaid debts and reduce the costs of international disputes

Become an effective relay for the area manager or Export manager

Acquire and master the latest international trade operations management tools

Training program

Develop the commercial offer, establish quotes

• Write your pro forma taking into account the specificities of the order and the country.
• Calculate the sales and purchase prices according to the Incoterm 2010 used.
• Know the function of bank guarantees required by buyers, track them and recover them.
• Understand the legal impact of international contract clauses.

Effectively monitor international customer activity

• Know the sources of information that increase efficiency.
• Create analysis tools adapted to monitor the activity of customer agents and/or distributors.

Contribute to commercial action abroad

• Understand the status of the interlocutors: direct customers, agents, distributors, subsidiaries...
• Know how to convince your interlocutor while taking into account their culture.
• Understand the interest and operation of prospecting and fair insurance
• Manage Export/Import orders effectively (2 days)

Set up an Import/Export folder

• List the documents necessary to carry out the operation.
• Understand the importance of each document and how to obtain it.

Optimize customs procedures

• Draft the invoice and adapt it to the requirements of the importing country.
• Know how to find and write the documents accompanying the goods.
• Find the customs duty on both export and import.
• Calculate the cost of customs liquidation.
• Understand the principles of VAT

Managing international transport: controlling costs and security

• Search for and select the right freight forwarder.
• Request a quote on the internet, how to negotiate.
• Understand the specificities of transport tickets.

Master payment techniques and international guarantees

• Understand and use the correct payment methods: CAD, documentary credit, SBLC...
• Effective management of documentary credit version 2007 RUU 600.
• Establish an efficient process for obtaining payment.

Description

The legal assistant must master the obligations which punctuate the legal life of any company: preparation and holding of general meetings, drawing up of minutes, etc. Thanks to this training, the legal assistant can strengthen her practices to master the preparation and holding of general meetings and boards of directors or supervisory boards.

Who is this training for ?

Training objectives

Know how to read the company's statutes.
Master the business creation process
Organize AGM, board of directors (CA), supervisory (CS) meetings.
Write AGM minutes , CA and CS.

Training program

Creation, modification of statuses

• Creation marathon: legal advertising, declaration of printed matter, insertion in the JAL, registration in the RCS.
• Declaration of conformity.
• Simplification measures 0.
• Case scenario: status analysis, creation marathon.

How companies operate

• Civil companies, SNC, SARL, SA, SAS, SASU, GIE associations.

Legal Secretariat

• Registration of documents.
• Retention period of documents.

Understand the role of management bodies

• Difference between board of directors and supervisory board.
• Conditions for being a director and member of the supervisory board.
• Member of the management board: role, power.
• Civil and criminal liability.

Prepare CA and supervisory board meetings

• Right to information.
• Time limits and forms of convocation.
• Quorum, representation.
• Rules for multiple mandates.

Organize the planning of general meetings

• Achieve the legal agenda.
• Current, regulated conventions.
• Convocation formalities.
• Voting by mail.
• The different quorums.
• Formalities to be completed after the AGM.
• Scenario Case: agenda of an AGM.

Write the minutes of AG, CA, CS

• Deadlines, mandatory information.
• Management board report.
• Maintenance of the special register.
• Obligation to submit accounts.

Auditors

• Appointment and recusal.
• Right of investigation, obligation to inform and alert.

Description

The current priorities of the management assistant are oriented towards greater monitoring of management indicators, analysis of the causes of the gaps observed between objectives and achievements. It becomes crucial to provide rapid, reliable and relevant information. This training for management assistants is an opportunity to discuss 'good practices' in management, to take a step back from one's immediate environment, and to collaborate better with the management controller.

Who is this training for ?

Training objectives

• Understand business management data
  
• Interpret and use vocabulary specific to management control
  
• Contribute to the development of the budget and the monitoring of key indicators
  
• Assist financial and management control services
  

Training program

Read a balance sheet and income statement

• The main items in the balance sheet.
• The main items in the income statement.
• Depreciation, provisions and end-of-year adjustments.

Understanding the calculation of costs and margins

• The different types of costs: direct, indirect, variable, fixed.
• The different calculation methods: full or partial cost.

Participate in developing the budget and monitoring activities

• Understand the budgetary process and how budgets are structured.
• Collect hypotheses and useful information to forecast the budget for your unit's expenses.
• Identify and analyze budget gaps.

Prepare your unit’s dashboard

• Collect information to populate the dashboard.
• Present the data for quick reading.

Description

The Sales and Sales Assistant is at the heart of customer satisfaction and loyalty. To succeed in this role, you rely on your commercial sense to build loyalty and sell, and on your organizational and time management skills for effective customer service. You form a productive pair with the field sales representative and you are the interface of the different services involved in the sales circuit: production, delivery, accounting... This training dedicated to the sales assistant and ADV provides the necessary skills to respond to these requirements.

Who is this training for ?

Training objectives

• Optimize your time at the interface of different services
  
• Detect and seize all sales opportunities
  
• Build customer loyalty through the quality of service provided
  
• Master delicate ADV situations
  

Training program

Communicate to better satisfy

• Understand the objectives of other departments.
• Communicate differently internally to increase customer satisfaction.
• Identify your added value in customer satisfaction.
• Scenario Live my life.

Optimize your time serving the customer

• Plan your tasks to be even more efficient.
• Arbitrate and prioritize your priorities.
• Know how to say NO when necessary.
• Use effective tools to manage your time on a daily basis.
• Scenario Workshop on optimizing your work schedule.

Advise customers and sell by telephone

• Personalize the contact.
• Question to detect the customer's implicit and explicit expectations.
• Convince by adapting your arguments to the customer's motivations.
• Prepare to handle objections.
• Conclude positively to engage the customer.
• Prevent disputes.
• Scenario Simulations of debriefed telephone interviews .

Optimize your written communication with customers

• Take care of the object to attract the customer.
• Structure your message.
• Facilitate understanding by using simple rules.
• Adopt a concise and clear style to encourage action.
• Scenario Email writing exercises.

Description

A central player in the sales department, the sales management assistant occupies a key interface position with customers, the team and the manager. Beyond networking and managing agendas, how can we develop useful and recognized added value in this many-faceted position? This training offers sales management assistants the opportunity to delve deeper into three essential areas of contribution: customer relations, management of commercial performance, and leadership of the sales team.

Who is this training for ?

Training objectives

Bring all your added value to commercial action

Develop a customer-oriented mindset on a daily basis, internally and externally

Contribute to winning new customers

Actively contribute to the management and animation of the sales team

Training program

Fully exercise your role as a communicating interface

• Identify your current contribution and possible areas of development to enhance your role.
• Take into account the needs and expectations of your various stakeholders.
• Reconcile and prioritize its priorities: those of the client, the team, the manager.
• Organize and manage the information necessary for the activity.
• Scenario Case study of priority management .

Strengthen customer relationships

• Optimize connections using the 'customer journey'.
• Define a remarkable welcome, face-to-face and by telephone.
• Structuring your customer interviews.
• Write customer-oriented emails.
• Scenario Exercise 'the journey of my customers'.

Bring added value to team leadership

• Understand the motivation levers of salespeople.
• Optimize the effectiveness of team meetings, a convention, an event or seminar.
• Promote the integration of a new member into the team.
• Scenario Subgroup work.

Help manage commercial performance

• Identify useful indicators.
• Maintain the results dashboard.
• Contribute to the analysis.
• Monitor the current affairs, alert on deadlines.
• Scenario Commercial action plan tool.

Remote activity

• To discover a subject related to your training: an e-learning module 'Managing stress'.

Description

Working with several managers is sometimes a balancing act and requires being well organized, proactive and diplomatic. At the same time, placed at the heart of the issues and activities of several departments or services, the assistant to several managers occupies an ideal position to develop synergy and improve collective efficiency. The 'Assistant to several managers: working in synergy to gain efficiency' training gives you methods, tools and helps you adopt the appropriate posture to reinforce your added value with your managers and the company. /p>

Who is this training for ?

Training objectives

Develop 3 talents to increase your added value as an assistant to several managers: organization; proactivity; diplomacy.
Establish effective working methods to address priorities.
Facilitate the processing of information.
Facilitate decision-making and the implementation of action plans.
Contribute to the development of synergy .

Training program

Discover the fundamentals of project management

• Align your priorities with the missions and challenges of your managers.
• Anticipate to smooth the workload.
• Prioritize requests according to urgency and of importance.
• Negotiate a deadline or contribution level in the event of overload.
• Propose alternative solutions.
• Use tools for monitoring of several projects in parallel.
• Make concrete proposals to overcome dysfunctions and improve collective efficiency.

Manage information to facilitate the work of managers Quickly process a very large volume of emails.

• Propose collective rules to reduce the number of e-mails or their processing time.
• Ensure rapid access to reliable and up-to-date information, paper or electronic.
• Harmonize documents and dashboards to facilitate their production and use.
• Prepare files to facilitate decision-making in meetings.
• Use the 'account -making the meeting active to stimulate decision-making and formalize the action plan.

Contribute to the development of inter-service synergy Be assertive in proposing concerted arbitration.

• Understand the needs behind the requests and propose adapted solutions.
• Share best practices and circulate innovative ideas.

Description

Working for a team made up of different personalities, with as many working methods as there are individuals, requires skills sometimes worthy of a chameleon! At a minimum, the challenge requires rigorous organization and an unfailing sense of service. However, the team assistant can also play a key role in developing the effectiveness of the team: rationalizing the organization and working methods, promoting synergy. This 2-day training allows you to develop your added value as a team assistant.

Who is this training for ?

Training objectives

Adapt to the expectations and needs of a team while managing priorities
Facilitate everyone's work and collective work
Develop constructive reflexes and a sense of diplomacy
Foster the development of team synergy .

Training program

Manage priorities in the face of multiple demands

• Prioritize requests by discerning the importance of urgency.
• Keep informed of projects to anticipate peaks of activity and smooth the workload.

Contribute to the good organization of the team

• Facilitate access for all to reliable and up-to-date information.
• Shared agenda, messaging, planning, etc. Master time management tools.
• List the team's needs and create models or dashboards.
• Identify dysfunctions and propose alternative solutions.

Team working

• Identify the personality types of the team and adapt to them.
• Accept a request by providing added value.
• Negotiate a deadline or level contribution in case of overload.
• Successfully integrate a new employee into the team.

Contribute to team synergy

• Arguing and motivating people to adhere to the rules of cooperation.
• Transform contradictory demands into compatible needs.
• Look for creative solutions and get people to adhere to them.
• Circulate innovative ideas within the team.

Remote activities

• An e-learning module:

Description

The role of the assistant becomes essential to guarantee everyone's efficiency: fulfilling the mission of the service on time, saving time in the plethora of information to be processed, giving a positive image of the service and of the company, iron out the difficulties. Organized, information hub, facilitator, this is what managers and teams expect from an assistant today.

The 'Assistant: the 3 key missions of the profession' training provides you with the essential methods and tools to develop your contribution to the effectiveness of your service.

Who is this training for ?

Training objectives

Manage priorities and meet deadlines to guarantee quality of service.
Facilitate the work of the manager and the team to increase everyone's efficiency.
Promote the image of the company and the service in all circumstance

Training program

Manage priorities and meet deadlines Identify your added value as an assistant in the efficiency of the service.

• Practice systematic questioning and prioritize requests according to importance and urgency.
• Negotiate a deadline or contribution level in the event of overload.
• Anticipate and plan activities over time.
• Use practical monitoring and recovery tools.
• Analyze malfunctions and propose solutions.

Facilitate the work of the manager and the team

• Classify methodically to facilitate access to files.
• Develop and share the filing plan.
• Write emails, letters or notes: structure the content and get to the point.
• Make your writing attractive and easy to read.

Promote the image of the company and the service Be the ambassador of the company or the service in each contact with other teams or the outside world.

• Transmit messages and requests tactfully.
• Follow-up with diplomacy.
• Handle delicate situations professionally.

Description

Beyond the professionalism of the assistant, the very functioning of the Assistant / Manager pair is a performance lever. It's about working in a fluid collaboration that takes advantage of complementarities: operational complementarity, personal complementarity. The 'Assistant/Manager: a successful pair' training provides benchmarks and concrete tools to maximize the added value of your assistant mission, taking into account the particularities of the pair you form with your manager. Consequently, it helps develop both the personal effectiveness of the assistant and that of the manager.

Who is this training for ?

Training objectives

Develop the complementarity of the Assistant/Manager pair.
Adopt effective daily functioning based on mutual trust and complicity in action.
Contribute to the deployment of the manager's influence by supporting his strategic activity .

Training program

Establish a mode of collaboration with high added value

• Know the challenges and needs of the manager.
• Clarify the operational areas of intervention of each person and identify complementarities.
• Know the collaboration styles and adopt the appropriate style.
• Take into account the personality profile and needs of the manager and tactfully influence their management style.

Build and develop mutual trust to increase the effectiveness of the pair

• Adopt a posture of trust and collaboration.
• Communicate with authenticity, even in the event of disagreement.
• Take advantage of each stage of a delegation to strengthen trust: welcome the delegation with professionalism; assume the responsibility entrusted to it; alert and report in a concise manner.
• Welcome change as a pioneer.

Be a source of suggestions to facilitate the manager's decision-making Analyze a situation and make an objective diagnosis.

• Propose creative solutions and know how to argue them with discernment.

Description

More than ever, digital tools are among the best ways to optimize teamwork and bring people together around a project. Assistants are at the heart of this problem. at the crossroads of technological solutions and people, today they have a fundamental role in supporting the digital transformation of companies.

Who is this training for ?

Training objectives

Organize and prioritize information by taking into account all flows and the diversity of communication media

Take advantage of digital tools to strengthen your efficiency and that of the team

Play your supporting role and involve the team in choosing solutions

Training program

Before the face-to-face

• A self-diagnosis to identify my points of support and the situations to work on.

Establish a reliable, efficient and scalable organization

• Take inventory of the information transmitted and received.
• Take into account the diversity of communication media: emails, telephone, Intranet, collaborative spaces.
• Identify best practices for each distribution channel.
• Prioritize information and decide on its management.
• Choose and organize communication media: classification plan, report, procedure , charter.

Take advantage of digital tools to facilitate collaboration and exchange

• Plan and organize an online meeting.
• Share notes and documents in synchronous or asynchronous mode.
• Encourage the emergence of ideas using mind maps or digital walls.
• Create an online questionnaire to collect targeted information, carry out a survey.
• Use webapps to facilitate the organization of an event .
• Make an impression with a video, a tutorial, a word cloud, fun apps.

Play your supporting role and involve the team

• Position yourself as a 'resource' person for the team.
• Be proactive and find innovative solutions.
• Support changes in practice with pedagogy.
• Involve the team to find the best collaborative solution.

After face-to-face, implementation in a work situation

• Advice every week to implement my action plan.

Description

The FFP Professional certification allows you to become professional and obtain recognition from the Professional Training Federation. Delivered by a jury of Skills Campus experts, the certification is backed by a professional benchmark and recognized in the business world. The FFP Professional certificate validates the training acquired and certifies mastery of a function, activity or profession. It allows you to capitalize on the experience acquired in a professional career. This certification is intended for anyone participating in the cycle.

Who is this training for ?

Training objectives

This system allows each candidate to: Carry out their professional project in the company
Validate your training skills and their implementation
Accelerate your learning through a project and ensure its success thanks to the two presentations in video format and the three individual follow-up meetings
Take the necessary perspective to master your role by formalizing and presenting the results of your work to a jury of experts

Training program

Phase amont

• Application file: validation of the application in relation to the professional reference of the targeted certification

Learning phase with tutoring

• Program of ffp training with tutoring

Phase aval

• Defense of the dissertation on the operational project before a jury of experts.

Description

The role of the executive assistant has expanded to new missions and responsibilities. The interest and scope of the position depend on the proactivity of the executive assistant and their ability to develop them.

This training cycle aims to strengthen mastery of the essential skills of the position. By finding the same participants throughout this cycle, the exchanges of practices put in place between sessions promote the growth of each person's power.

Who is this training for ?

Training objectives

Reinforce your mastery of the fundamental skills of the executive assistant position.
Optimize collaboration with the manager.
Position the role of the executive assistant.
Manage priorities.
Process effectively provide written and oral information.
Strengthen your relational excellence.

Training program

Fully play your role as executive assistant (2 days)

• 1 - Situate the mission of the executive assistant
• Integrate the added value of the executive assistant.
• Better position yourself within the pair or team.
• Be an ambassador for the company's image.
• 2 - Support the manager in carrying out his or her various roles
• Understand the manager's roles.
• Identify the added value of the executive assistant in each of their roles.
• 3 - Work in pairs with the manager(s)
• Clarify the needs and expectations of your manager(s).
• Adapt to your manager(s) and strengthen complementarity.
• 4 - Calmly assert yourself in your role
• Dare to say and dare to ask.
• Know how to say no with diplomacy.

Manage the priorities of your function (2 days)

• 1 - Take stock of your time management
• Identify personal obstacles to good time management.
• Identify your sources of inefficiency and its good ones personal practices.
• 2 - Get to the point: arbitrate priorities
• Clarify priorities: your own and those of your leaders.
• Prioritize requests based on urgency and importance.
• 3 - Optimize your personal organization
• Anticipate to deal with peaks in activity.
• Remain flexible and integrate unforeseen events.
• 4 - Optimize collective organization
• Set up common processes to monitor projects.
• Optimize administrative processes
• Identify dysfunctions and make suggestions for improvements.

Strengthen your agility to experience and support change (2 days)

• 1 - Adopt an agile posture
• Understand the challenges of change in companies.
• Identify the signals of resistance to change.
• 2 - Contribute to innovation in the company
• Analyze a problem and propose solutions.
• 3 - Be an effective support for the teams
• Be support for the team in the face of change.
• Find the right words and appropriate attitudes.
• 4 - Stay alert to anticipate developments in the profession
• Create and maintain a professional network, using social networks.
• Stay driving its development.

Design management tools and present information in writing or orally (2 days)

• 1 - Build management management tools
• Identify relevant indicators for management.
• Categorize indicators: activity, result.
• Acquire a methodology for constructing a management system.
• 2 - Highlight the management information figures
• Format the table to make it easier to read reading and guide the eye towards the important points.
• Highlight alerts to signal deviations and enable analysis.
• Choose and create a graph based on the objective.
• 3 - Make information available and disseminate
• Use relevant information sharing tools.
• Contribute to the administration of collaborative spaces.
• 4 - Be effective orally: in meetings, face-to-face or by video
• Get to the point and structure your comments.
• Adapt your body language to strengthen your impact.

Strengthen your agility to experience and support change (2 days)

• 1 - Adopt an agile posture
• Understand the challenges of change in companies.
• Identify the signals of resistance to change.
• 2 - Contribute to innovation in the company
• Analyze a problem and propose solutions.
• 3 - Be an effective support for the teams
• Be support for the team in the face of change.
• Find the right words and appropriate attitudes.
• 4 - Stay alert to anticipate developments in the profession
• Create and maintain a professional network, using social networks.
• Stay driving its development.

Description

First contact of the visitor or the telephone caller, the hostess-telephone operator has a role of representing his company. This profession requires the implementation of key skills: sense of organization, spirit of service, ease and rigor in contact with the public, responsiveness to the unexpected... Whatever your experience, this training is a privileged moment to professionalize your practice as a hostess-switchboard operator.

Who is this training for ?

Training objectives

• Fully ensure its dual mission of telephone and visual reception
  
• Welcome with professionalism
  
• Actively promote the image of your company
  
• Be more comfortable dealing with delicate situations
  
• Optimize the organization of your workstation
  

Training program

Identify reception issues: business side, customer side

• The new requirements of customers.
• Situate the role of the hostess-switchboard operator and their missions.
• Organize to reconcile switchboard, reception and administrative activities .
• Know how to stay informed.

Take care of the image offered to the visitor Succeed in the first impression.

• Take care of visitors: appropriate attitudes; the right words for each circumstance.
• Promote your image capital: your style; your aesthetic.
• Ensure that you the quality of its reception space.

Greet on the phone like a true professional

• Announce and promote your company.
• Identify with tact and precision.
• Use the right words to: put on hold; resume the call; transfer the call call; guide.
• Take a precise message adapted to your needs.

Know how to manage delicate reception situations. Manage priorities between telephone, visitors and internal requests.

• Frame delicate situations from the start: the use of firmness; the use of rigor when welcoming.
• Handle 'difficult' situations with mastery: aggressive, confused, talkative.

Description

If stressful situations are familiar and daily to the assistant profession, this training will allow them to regain mastery of their role by gaining lucidity, efficiency and organization, thus allowing them to work in optimal conditions.

Who is this training for ?

Training objectives

Optimize your organization.
Prioritize the essential tasks of your role.
Manage priorities and unforeseen events.
Make the most of the tools.
Assert yourself to better organize yourself.

Training program

Diagnose your time management: the super-lucid assistant

• Understand your personal way of understanding time.
• Assess the risks of dispersion linked to the assistant position.
• Identify your sources of information 'inefficiency and personal best practices.
• Evaluate your room for maneuver.

Managing your priorities: the super-efficient assistant

• Clarify the expectations of the manager and the team.
• Identify the priorities of your assistant role for real added value.
• Distinguish the urgency of the importance and build your matrix of priorities.

Apply time management methods and tools: the super-organized assistant

• Master the 5 levers of effective organization.
• Use the LIMITER method to do the essentials in the event of overload.
• Use messaging resources and electronic diary.
• Create your own tools to effectively organize your work as an assistant.

Manage your time in relationship with the manager and the team: the super-assertive assistant

• Facilitate access to information to promote team autonomy.
• Manage unforeseen events, interruptions and know how to say no when necessary.
• Diplomatically propose effective operating rules for all.

Description

How to excel in the exercise of your assistant profession? By gaining height, pushing the limits of your position and playing the role of a true independent partner of management and teams.
Thanks to an exclusive SKILLS CAMPUS method, discover and master the 5As of professional excellence for the assistant!

Who is this training for ?

Training objectives

Resolutely focus your actions on results and service to internal or external customers.
Act as a pioneer during changes.
Support the manager's decisions.
Push the limits of your position.
Bring new ideas.

Training program

Strive for professional excellence

• Exceeding management's expectations: the '5A' of professional excellence.
• Give yourself ambitious objectives to develop your added value.

Association: become a true partner!

• Act within the team for successful collaboration.
• Think win-win.
• Adopt the R.E.S.P.E.C.T. approach with internal and external customers.
• Scenario Collective exercise: identify your support points and areas of development for your mission.

Adaptation: be flexible!

• Understand the challenges of the professional environment and their consequences for your mission.
• Identify your reactions to change.
• Manage your emotions and express your
• Take a step back and propose constructive solutions.
• Scenario Real case study: analysis of resistance to change and proposal of an adapted action plan.

Attitude: strengthen your impact!

• Play your role as facilitator to the fullest.
• Adapt your argument to your interlocutor.
• Manage delicate situations in a spirit of cooperation.
• Scenario Communication exercises and simulations to practice arguing and handling objections.

Anticipation: be proactive!

• Be proactive.
• Strengthen your autonomy in the conduct of your missions.
• Seize opportunities to shape your position and evolve within it.
• Scenario Concrete cases in sub-groups: define and validate a development project to promote its realization.

Aptitude: dare to be original!

• Strengthen your open-mindedness.
• Make a difference by daring to make creative proposals.
• Scenario Creativity exercises to implement a concrete project and develop your potential.
• To find out more about remote activities A training module: 'Give positive and constructive feedback',
• Evaluation of the transfer of knowledge to validate. implementation in a work situation

Description

Each communication must be a privileged exchange, which is sometimes difficult when the missions of the assistants and the communications to be handled multiply.
This training aims to control the duration of calls by handling them with quality and courtesy in order to convey a good image of the organization.

Who is this training for ?

Training objectives

Strengthen the quality of your communication by telephone or video.
Master good reflexes.
Skillfully get out of difficult situations.

Training program

The essentials of telephone communication

• Find the right tone and words for your presentation to make the first contact successful.
• Use your voice as a tool to develop your impact.
• Perceive the state of mind of the interlocutor.

Structuring the interview and managing communication time

• Master the stages of the interview.
• Frame the time of the call.
• Listen, question, reformulate for effective communication.
• Conclude the call and leave with a good impression.

Handle the call with tact and relevance

• Make a barrier.
• Filter elegantly: make wait; transfer; resume a correspondent with courtesy.
• Take a relevant and faithful message.
• Prepare and succeed in your calls.

Be comfortable in delicate situations Build confidence. Defuse tensions.

• Channel a talkative interlocutor.
• Calm a disgruntled, aggressive person.
• Manage an impatient person.
• Thwart intimidation tactics.

Description

The “Special Assistants: Taking notes and writing effective reports” training allows you to master the secrets of successful note-taking which guarantees an effective and quickly written report.

Who is this training for ?

Training objectives

Gain self-confidence in note-taking.
Acquire note-taking methods.
Note little, note useful, note quickly.
Quickly structure the ideas developed.
Quickly write an effective report.
Gain more time with Word or OneNote.

Training program

Prepare your note-taking

• Prepare yourself materially and intellectually.
• Use the right tools and take care of your comfort.
• Choose your note-taking technique: mental or synoptic map ?,
• Know how to ask the right questions to become more efficient.

Master note-taking

• Discern the essential from the accessory.
• Avoid distortions and/or interpretations.
• Structure your notes.
• Note little to note useful.
• Note faster with the abbreviation method.

Take notes directly on computer

• Be quick and efficient when taking notes on a computer.
• Structure your note-taking.
• Use Word tips and tricks to save time.
• Enter, centralize and prioritize notes using OneNote.

Structuring the report plan

• Identify the criteria for effectiveness of a useful report.
• Identify the different types of reports.
• Build the plan based on the
• Write meaningful titles and subtitles.
• Use connecting words wisely.

Write and present a report

• Apply communication techniques to a report.
• Present the report well to improve its readability.
• Highlight important information.

Training workshop

• Analysis and rewriting of the reports provided by the participants.
• Simulation of meetings between participants for intensive training in the content of the training.
• Evaluation of the transfer of acquired to validate the implementation in a work situation

Description

Today, in your activities, you are required to make more and more presentations and communicate with a variety of people. Good oral communication is a decisive asset to be more effective. This training provides you with oral communication techniques to take advantage of your potential and collaborate effectively with your interlocutors.

Who is this training for ?

Training objectives

Strengthen your oral fluency in different professional situations.
Adapt your communication to the environment.
Speak in meetings with ease.

Training program

Know yourself better to develop your impact

• Understand your reactions and those of others in interviews and meetings.
• Develop the art of contact in any situation.

Listen to your interlocutor to adapt Take the context into account. Develop active listening.

• Identify your interlocutor, their concerns.

Use your personality naturally

• The weight of words, the influence of gestures, body language.
• Using voice, gaze, space.

Prepare your intervention

• Tame your stage fright: use it and not endure it.
• Work on your voice, your gestures, your gaze.
• Structuring your presentation and your notes.

Present or inform with confidence Manage your speaking time.

• Maintain attention: guiding principle and decoding reactions.
• Conclude through synthesis and reformulation.

Description

Your manager must have management tools to monitor his activity. It's up to you to develop them and monitor them. This 'Special Assistants: dashboard and budget monitoring' training allows you to master the necessary skills: construction of tables, knowledge of advanced Excel functions, formatting of information.

Who is this training for ?

Training objectives

Build a budget monitoring table or a dashboard adapted to the management needs of your manager.
Implement an impactful dashboard in Excel.
Organize and make the data reliable, highlight the figures.

Training program

Prepare the dashboard or budget monitoring

• Contribute to the development of your department's budget.
• Locate the role and purpose of the dashboard in relation to the department's activity.
• Define type indicators: performance, management, lighting.
• Analyze the objectives of your department (Ask your manager the right questions) to create a dashboard structure adapted to operational staff.
• Be proactive.

Gain efficiency by using advanced Excel functions

• Collect data useful for creating the table.
• Manage data updating and secure data entry.
• Use advanced formulas and functions 'Excel to extract targeted information.
• Use basic pivot table functions to make data analysis easier.

Illustrate the numbers in a powerful way

• Format the table to make it easier to read and guide the eye to the important points.
• Automatically highlight alerts to flag discrepancies and enable analysis.
• Choose and create a graph based on the objective.
• Use PowerPoint to illustrate and highlight an analysis.

Description

This internship presents how to better position yourself in your professional environment, manage your time and organize your tasks, while building effective relationships with your work colleagues and your manager

Who is this training for ?

Training objectives

• Manage time and organize tasks
  
• Learn to avoid counterproductive tensions
  
• Maintain effective relationships with colleagues and superiors
  

Training program

Position your role as assistant and secretary in the organization

• The definition of the function and its implications.
• The extent of the assistant's field of action.
• Being recognized in the culture of the organization.
• Understand the challenges of the relationship with management.
• Define and maintain the parameters of good collaboration.
• How " manage your manager"? Reactive and proactive attitudes.
• Be proactive.

Manage your activity

• The laws and principles of time management.
• Set and list the objectives.
• List the activities.
• Determine the degree priority.
• Factors associated with good business management.
• Solutions applicable to wasted time and energy.
• Avoid counterproductive tensions.
• Avoid additional costs.
• Practical work Test on organizational skills.

Know your time “thieves”

• Who are your time thieves?rnManage interruptions: telephone, unexpected events, change of priorities, distractions.
• Lack of objectives, planning, priorities.
• The desire to do too much, the inability to say
• Lack of organization.
• Poorly prepared meetings.
• Incomplete or late information.
• The absence of classification of information.
• Practical work rnIdentification of time thieves and search for solutions.

Effectively define your priorities

• Define objectives.
• Develop the priority matrix for your position.
• Define and list the priorities, the urgent and the important.
• Develop a day plan.
• Organize meetings and events.
• The material organization of a meeting.
• Management principles of the diary (paper and electronic).
• Manage your manager's diary.
• Practical work Developing your priorities and building a day plan;
• Preparing for a meeting.

Maintain effective relationships with colleagues and superiors

• Attitudes in face-to-face relationships.
• Send a message diplomatically.
• Know how to argue and convince.
• Formulate criticism in a constructive way.
• Negotiate with your manager.
• Manage tensions and conflicts.
• Practical work Scenarios.

Description

This training will allow you to redefine your professional and personal priorities in order to enhance and pass on your experience. You will then be ready to organize your departure by optimizing this transition period.

Who is this training for ?

Training objectives

• Know how to redefine professional and personal priorities
• Optimize your energy and gain harmony
• Learn to value and transmit your own experience

Training program

Become aware of your strengths and capitalize on them

• Identify your personal resources: expertise, skills, networks.
• Combate your doubts and beliefs about seniors.
• Reflect on the evolution of your motivations and of your work-related values.
• Build a personal marketing strategy: develop your visibility.
• Take stock of your current and future activities.
• Work practices Analysis grids for personal resources, motivations and values ​​at work.
• Identify your needs and define your projects.

Cooperate in good intelligence with other generations

• Understand the behavior of the different generations: Y, or the generation.
• Practical work Collective reflection around the expectations and needs of different generations.

Optimize your energy and gain harmony

• Know your energy sources and the factors reducing your vitality.
• Take care of your intellectual capital: concentration, memorization.
• Manage your health capital: diet, activities cultural and sporting activities.
• Structure your time: optimize your personal organization.
• Practical work Test on your energy sources and lifestyle practices .

Practice knowledge management and pass on your experience

• Know the different ways of transmitting knowledge.
• Identify the role and missions of the different actors: trainers, tutors, coaches, mentors.
• Structure knowledge to transmit: the course and the teaching methods.
• Appropriate the tools of collaborative management.
• Practical work In a group, each participant transmits personal know-how.

Being an actor in his eventual departure

• Anticipate your departure and prepare an action plan: steps, objectives.
• Manage the transition: turn the page, identify your drivers and resistance to change.
• Make a new start towards a new balance: relationships, activities.
• Practical work Define your personal project and build your action plan.

Description

This training will allow you to optimize the organization of your work in order to ensure effective monitoring of commercial actions. At the end of this internship, your ability to direct customer requests and serve as an interface with salespeople will be optimized, with the aim of building customer loyalty.

Who is this training for ?

Training objectives

Detect and seize all sales opportunities.
Build customer loyalty through the quality of service provided.
Control delicate ADV situations.

Training program

Responsible for sales administration

• Process orders: from the quote to payment of the invoice.
• Monitor customer relations.
• Master office tools (Word, Excel .).
• Prevent customer risk.
• Monitor current business and manage discrepancies.
• Exercise: Build the Assistant's job description (e) commercial (function, tasks, hierarchical and occasional relationships, required qualities.).
• Exchanges on good practices.

Contribute to commercial success

• Prioritize priorities of a different nature.
• The prospect or the customer.
• The salespeople.
• The manager.
• Assist the sales manager in the management of his daily life.
• Organize and manage the information necessary for the activity.
• Know how to analyze objective deviations/results.
• Time management.
• Assist salespeople in operational organization.
• Provide tools for monitoring commercial activity.
• Setting up and updating results dashboards.
• Alert about customer deadlines.
• Participate in monitoring the market and competitors.
• Exercise: Build, update and "maintain" a dashboard for a sales department.

Strengthen your communication skills

• Be heard, position yourself as a decision-making aid.
• Welcome and inform prospects/customers.
• Advise and sell face-to-face and by telephone.
• Know how to handle complaints.
• Write customer-oriented letters.

Bring added value to commercial action

• Commercial know-how.
• Be proactive in commercial action and ensure follow-up.
• Design and produce commercial communication support.
• Organize trade fairs and events.
• Effectively manage the fallout from events.
• Exercise: Filmed scenario: customer relations on the telephone: stay positive and know manage a difficult prospect or customer, handle a complaint.
• Individualized debriefing.

Description

This training will show you how to better position yourself in your professional environment, manage your time and organize your tasks, while building effective relationships with your work colleagues.

Who is this training for ?

Training objectives

• Know how to manage time and organize tasks
• Learn to avoid counterproductive tensions
• Know how to maintain effective relationships with colleagues and superiors

Training program

Position your role as assistant and secretary in the organization

• The definition of the function and its implications.
• The extent of the assistant's field of action.
• Being recognized in the culture of the organization.
• Understand the challenges of the relationship with management.
• Define and maintain the parameters of good collaboration.
• How " manage your manager"? Reactive and proactive attitudes.
• Be proactive.

Manage your activity

• The laws and principles of time management.
• Set and list the objectives.
• List the activities.
• Determine the degree priority.
• Factors associated with good business management.
• Solutions applicable to wasted time and energy.
• Avoid counterproductive tensions.
• Avoid additional costs.
• Practical work Test on organizational skills.

Know your time “thieves”

• Who are your time thieves?rnManage interruptions: telephone, unexpected events, change of priorities, distractions.
• Lack of objectives, planning, priorities.
• The desire to do too much, the inability to say
• Lack of organization.
• Poorly prepared meetings.
• Incomplete or late information.
• The absence of classification of information.
• Practical work rnIdentification of time thieves and search for solutions.

Effectively define your priorities

• Define objectives.
• Develop the priority matrix for your position.
• Define and list the priorities, the urgent and the important.
• Develop a day plan.
• Organize meetings and events.
• The material organization of a meeting.
• Management principles of the diary (paper and electronic).
• Manage your manager's diary.
• Practical work Developing your priorities and building a day plan;
• Preparing for a meeting.

Maintain effective relationships with colleagues and superiors

• Attitudes in face-to-face relationships.
• Send a message diplomatically.
• Know how to argue and convince.
• Formulate criticism in a constructive way.
• Negotiate with your manager.
• Manage tensions and conflicts.
• Practical work Scenarios.

Description

What you need to know to fully assume your role in business management. Participate in the development and monitoring of budgets as well as the construction of dashboards. Acquire key skills to contribute to management effectiveness.

Who is this training for ?

Training objectives

Understand the roles, missions and responsibilities of a management assistant
Master the basics of accounting and the content of annual accounts
Calculate margins, costs and main accounting and financial ratios
Develop management dashboards

Training program

Identify your mission and responsibilities

• Main missions and responsibilities.
• Company management control process.
• Practical work Determine the scope of intervention.

The main accounting entry schemes

• Purchases, sales and cash entries.
• Finance entries.
• Depreciation and provisions entries.
• Practical work Identify the ownership of entries (purchase, sales.).

Read a balance sheet and income statement

• Asset analysis: investments, inventories, cash.
• Liability analysis: equity, debt.
• Expense accounts and products.
• Practical work Analyze financial statements (balance sheet, income statement).

Analyze financial balances

• Main ratios of financial analysis: financial autonomy, coverage of invested capital, financial balance.
• Other ratios: degree of aging of fixed assets, immediate and relative liquidity ratio.
• The financial structure: assessment, BFR, FR.
• Practical work Assess profitability and solvency from financial statements.

Calculate margins and costs

• Definition: cost price, analytical, charge.
• Calculation of cost costs: cascades and ABC.
• Analysis of direct and indirect charges.
• Practical work Dissociate direct and indirect costs to calculate a cost price.

Master the company's budgetary process

• Budget procedure: quarterly or half-yearly budget reframing.
• The different budgets.
• Impact on cash flow management.
• Calculate the variances for decision-making.
• Variance on turnover and variances on expenses.
• Practical work Complete the company's half-yearly budget.
• Optimize cash flow.
• Complete and interpret the variances obtained.
• Identify corrective actions.

Create dashboards

• The different types of dashboards.
• Selection of essential information.
• Formalization of data.
• Summary report.
• Practical work Select the most relevant indicators to create an effective dashboard.

Description

This training will allow you to optimize the organization of your work in order to ensure effective monitoring of commercial actions. At the end of this internship, your ability to direct customer requests and serve as an interface with salespeople will be optimized, with the aim of building customer loyalty.

Who is this training for ?

Training objectives

• Identify the scope of action of the sales assistant
• Assist the sales team by monitoring the dashboard adapted to the needs of the department
• Advise, sell and handle complaints whatever the situation
• Manage commercial events in an organized manner

Training program

Responsible for sales administration

• Process orders: from the quote to payment of the invoice.
• Monitor customer relations.
• Master office tools (Word, Excel .
• ).
• Prevent customer risk.
• Monitor current business and manage discrepancies.
• Exercise: Create the job description for the Sales Assistant (function, tasks, hierarchical and occasional relationships, required qualities.
• ).
• Discussions on good practice.

Contribute to commercial success

• Prioritize priorities of a different nature.
• The prospect or the customer.
• The salespeople.
• The manager.
• Assist the sales manager in the management of his daily life.
• Organize and manage the information necessary for the activity.
• Know how to analyze objective deviations/results.
• Time management.
• Assist salespeople in operational organization.
• Provide tools for monitoring commercial activity.
• Setting up and updating results dashboards.
• Alert about customer deadlines.
• Participate in monitoring the market and competitors.
• Exercise: Build, update and "maintain" a dashboard for a sales department.

Strengthen your communication skills

• Be heard, position yourself as a decision-making aid.
• Welcome and inform prospects/customers.
• Advise and sell face-to-face and by telephone.
• Know how to handle complaints.
• Write customer-oriented letters.

Bring added value to commercial action

• Commercial know-how.
• Be proactive in commercial action and ensure follow-up.
• Design and produce commercial communication support.
• Organize trade fairs and events.
• Effectively manage the fallout from events.
• Exercise: Filmed scenario: customer relations on the telephone: stay positive and know manage a difficult prospect or customer, handle a complaint.
• Individualized debriefing.

Description

Between emergency and stolen time, how can you transform the telephone into a quality work ally? This very practical training offers you methods and tools for productive and peaceful communication on the telephone.

Who is this training for ?

Training objectives

• Optimize your telephone communication
• Adapt your speech to better satisfy
• Gain fluidity in exchanges
• Develop good telephone reflexes
• Be more equipped to face difficult situations

Training program

Transform the phone from a time thief into an efficiency lever

• Identify the specificities of communication on the telephone.
• Adopt a constructive attitude.
• Know yourself better to build on your strengths and take into account your limits.
• Master the requirements of different types of calls.
• Practical work World café, reflections in subgroups, self-positioning questionnaire.

Conduct your communication to better respond

• Program yourself to be available for each call.
• Identify the different types of interlocutors: the talkative, the aggressive, the taciturn, the technical.
• Quickly lead your interlocutor to formulate their request.
• Reformulate and take into account.
• Direct the exchange towards a solution that gives satisfaction.
• Conclude to structure the monitoring of communication.
• Act and/or plan immediately to free your mind.
• Practical work Group scenarios - Exercises to test your listening skills and to become aware of the difficulty of listening.

Develop your comfort and assertiveness on the telephone

• Limit the
• Anticipate and model the most frequent scenarios.
• Acquire the reflexes to gain fluidity .
• Develop your assertiveness.
• Practical work rnScenarios filmed outside of work: practice conveying a message with conviction in order to realize that a smile can be heard on the phone.

Mastering destabilizing situations

• Negotiate a deadline.
• Identify the real degree of urgency of the request.
• Know how to value the response given to your interlocutor.
• Take your own constraints into account.
• Manage your time to gain peace of mind.
• Practical work rnFilmed role-plays on complex situations.
• Personalized debriefing.

Description

How to classify and archive documents in the most efficient and intuitive way possible? Which method to use? This classification and archiving training, lasting 2 days, will answer these questions while providing you with above all practical keys to organizing and classifying your company's documentation.

Who is this training for ?

Training objectives

Discover the different classification methods and indications

Adopt a simple and scalable method to reorganize your ranking

Know and apply the archiving rules in your company

Training program

What is effective ranking?

• Understand your issues in processing information
• Validate objectives and characteristics of an efficient classification
• Carry out your self-diagnosis: identify areas for improvement

Analyze the information and choose a classification method

• Analyze the information to be processed in your department, identify the strengths and constraints
• Know the different classification methods, their advantages and disadvantages
• Choose the method of adapted classification

Know how to structure and title your files

• Understand the articulation of a case and the life of a file
• Choose relevant titles
• Structure a file and bring it to life

Build a plan to facilitate access to ranking

• Create a filing plan accessible to all
• Use your microcomputer to facilitate information sharing
• Coordinate paper filing and filing electronic

Know the essentials about archiving

• Distinguish between legal and practical retention periods
• Prepare a payment to the archives
• Manage the file archiving plan

Reorganize your ranking: prepare an action plan

• Take inventory: Take inventory of the files / Select the files to restructure / Evaluate the time and materials budget / Present the project to your manager / Carry out the organization successfully
• Restructure and title the files: Have the titles validated by the users / Define the themes with the users / Number the files / Write the computer classification plan / Display and distribute the plan / Refine the signage on cabinets and files

Description

This comprehensive 5-day training course focuses on oil and gas production and subsequent surface treatment facility operations and processes. The training covers the entire oil and gas value chain, from discovery, exploration and transportation to refining and sale to downstream industries. An overview and fundamental understanding of the wide range of oil production handling and processing equipment will be presented, along with new technologies.

Who is this training for ?

Training objectives

Learn the origins and chemical characteristics of oil and gas
Understand the challenges associated with offshore operations, horizontal drilling and other safety issues
Familiarize participants with the different methods and techniques used to explore, drill, produce, process and transport oil, gas and their products.
Introduce participants to upstream, downstream and mid-chain operations.
Appreciate oil and natural gas processing technologies and processes, including including produced water treatment
Learn the many processes involved in crude oil refining and how they contribute to the complexity and profitability of the refinery.
Gain valuable knowledge on troubleshooting crude oil sweetening units physical gases and solvents

Training program

Day One: Introduction to the Oil and Gas Production Life Cycle

• The nature and formation of fossil fuels and petroleum reserves
• Basic petroleum geology - Where fossil fuels are found: Onshore/offshore
• Types of wells and reservoirs
• Exploration activities:
• Exploration wells
• Directional drilling
• Offshore drilling
• Well Testing and Completion
• Well Stimulation and Workover

Day Two: Duties Related to Oil and Gas Operations

• The chemistry of fossil fuels and petroleum
• Physical properties of hydrocarbons
• Collection and separation of oil and gas
• Surface treatment on site,
• Produced water production and management practices
• Dew point control/liquid recovery
• Acid gas injection
• Oil recovery methods

Day Three: Chemical Reaction Process

• Types of contaminants and general safety considerations
• Process specifications and selection criteria
• Hydrates and gas dehydration
• Water chemistry gas sweetening by amines
• Selection and classification of alkanolamine processes
• Selection criteria for acid gas removal systems
• Schemes of process flow
• General Design Criteria/Guidelines
• General Operational Issues in Amine Processes

Day Four: Common Processes Used in Gas Plants

• Physical processes:
• Selexol, Fluor, Rectisol, Purisol
• Processes based on alkaline salts:
• Potassium carbonate plants hot - Benfield, Catacarb
• Combination processes:
• Sulfinol, HiPure
• Batch processes:
• Chemsweet, Sulfa-Check, SulfaTreat , Puraspec, Molecular sieve
• Iron chelation processes:
• LO-CAT, SulFerox
• Treatment of liquid hydrocarbons:
• Caustic regenerated, solid copper chloride Perco, molecular sieve, Merox

Day Five: Downstream Operations

• Oil and gas - Downstream operations
• Oil storage and transportation
• Crude oil processing
• Refining operations and products
• Petrochemical Industry
• Oil and Gas Prices
• Energy Types, World Energy Review and World Statistics
• Review and course evaluation