Table of Contents:
Our program prepares students to fulfill the professional and technical skills required in today’s Dispatcher environment. This program facilitates the development of strong Telephone skills, Customer Service skills, Sales skills and English skills including writing and editing as well as operating office equipment: learning computer basics, using software for word processing, spreadsheets, and email as well as, self-management, and professionalism. Students completing these courses may pursue career opportunities in the Dispatching/Customer Service/Sales and Call Center fields.
|Group Learning||80 Hours|
|Becoming a Master Student||40 Hours|
|Introduction to Windows||60 Hours|
|Managing Windows||60 Hours|
|Microsoft Word - Basic||60 Hours|
|Microsoft Word - Intermediate||60 Hours|
|Microsoft Word - Advanced||60 Hours|
|Microsoft Excel - Basic||60 Hours|
|Microsoft Excel - Intermediate||60 Hours|
|Microsoft Excel - Advanced||60 Hours|
|Microsoft Outlook - Basic||60 Hours|
|Microsoft Outlook - Advanced||60 Hours|
|Microsoft PowerPoint - Basic||60 Hours|
|Software Version Compatibility||40 Hours|
|Internet Essentials at Work||40 Hours|
|Keyboarding A to Z||20 Hours|
|Keyboarding Practice||40 Hours|
|Call Center Success||10 Hours|
|Customer Service and Communication Skills||30 Hours|
|Telephone and Time Management||10 Hours|
|Sales Skills Basic||12 Hours|
|Sales Skills Advanced||12 Hours|
We take into consideration that we have a class full of students with sit/stand issues and need to allow them time to get up and move around for 10 minutes every hour, creating a time to clear their brains for a moment and move their joints to relieve pain. Students will be in attendance a total of 994 hours, minus 3 ten minute breaks daily: Our students in this program will have a total of 869 class hours.
This program will take 50 weeks to complete, NOT including holidays.
Note: The hours are based on 4 hours a day, 5 days a week – Students may need to complete additional work at home to stay on schedule.
R0310 - Tuition: $14,875.00 R0340 - Books: $260.00 Total cost of our General Clerk program is $15,135.00
Group Learning takes place daily and includes Classroom Discussions, Hands on Training & Group Activities, and Business and Professional Development courses. We cover an extremely wide, ever expanding, variety of topics including:
- Addressing frequently asked questions
- Popular sticking points in the coursework
- Function Keys and Keyboard Shortcuts
- What are Math keys on the Keyboard (* / - + )
- How to use a Table of Contents and Index
- Using Reference Material
- How to find “Help” in software applications and on the internet
Hands-On Training & Group Activities
- How to use a Multi-line phone, Fax Machine and Copier
- Introduction to computer hardware (Raspberry Pi) – Students will take apart and put back together a computer, while learning the function of each component
- Data Storage
- Introduction to OSX (Mac Operating System)
- Introduction to iOS (iPad and iPhone)
- Exploring the Cloud
- Photoshop Basics
- Hands on experience with assorted apps
Business & Professionalism Development
- Communications: Business Communications, Business Etiquette, Email Management, Listening Skills, Telephone Skills
- Personal Effectiveness: Business Etiquette, Effective Time Management, Business Ethics, Professionalism in the Office, and Organizational Skills
- Customer Service: Customer Service Fundamentals, Customer Service in the Information Age, and Excellence in Service
- English Essentials: Business Writing, Grammar Basics, Formatting Letters and Reports, and Vocabulary Improvement
- Basic Business Math
Becoming a Master Student
Every student has the ability to be a Master Student; this course will help students tap into their natural learning abilities and shows them how to take control of their education. They will learn practical study techniques – such as anti-procrastination skills, test-taking skills, Muscle Reading, concept mapping, goal setting, and critical thinking. As they discover what works, they will develop their own unique style of learning that they can use to excel in all of their classes, and for the rest of their lives.
- Starting off on the right foot: Discover what you want to get out of your education and put your goals into action
- Chart your course to success: The Master Student Map begins each chapter with key questions that guide thinking and learning, and helps develop essential critical thinking skills
- Master learning in the online environment: Learn how to use technology resources and the Internet, and online communities, to study more effectively and succeed in your courses
- Prepare for the workplace: The put it to work feature will show you how you can apply what you’ve learned in the real world
Operating Systems and Microsoft Office Suite
Introduction to Windows
This course is designed to teach the students the basic skills necessary to work with computers and the fundamental features of Windows, including: start and shut down Windows, work with the desktop, the taskbar and icons, move, minimize, maximize and restore windows, change a window’s size and shape, cascade, tile, scroll within and switch between open windows, hide and display a window toolbar and the status bar use the Back and Forward buttons, work with My Computer, using the Control Panel to view storage device properties and copy a diskette, create files and folders, rename, move and copy a folder or file, create and rename a shortcut, delete files, folders and shortcuts, retrieve a deleted object, empty and reconfigure the Recycle Bin and using Windows Explorer.
This course is designed to teach the students how to Manage Windows and manipulate the Windows environment. Students will learn how to work with files and folders and how to customize Windows settings to suit their preferences.
- Use the new features of Windows desktop
- Use Control Panel fundamentals
- Manage files and folders
- Work with documents and copying files
- Customize Windows
- Identify the new features of Internet Explorer
- Identify new features of Outlook Express
- Add Network places
- Search Web pages
- Use Remote assistance
Microsoft Word - Basic, Intermediate, and Advanced
Basic: This course is designed to teach our students the basic skills necessary to use the Microsoft Word software. Topics covered by this course include exploring Word; using the Office Assistant, basic document skills, spell check and grammar check, working with document views, printing documents, envelopes and labels, applying character, paragraph and document formatting. The use of styles is covered, as well as setting tabs, indenting paragraphs, and using numbers and bullets in lists. Students will work with headers and footers, create section breaks and learn how to use online help.
Intermediate: Students will learn more advanced features of Word, including: how to insert dates and symbols into documents, how to work with AutoFormat, and borders and shading. Students will learn how to insert tables, graphics, charts and diagrams, as well as how to edit them in Word documents. This course covers how to create newspaper columns, track revisions, use comments, AutoCorrect and AutoText. Students will also learn to use the Thesaurus and Spell Check tools, how to use outline view and customize Word preferences. Finally, this course teaches how to manage files and folders, and use Word HTML features.
Advanced: Finally, students will learn advanced features of Word, including: using mail merge, mailing labels, sorting table data, using formulas in tables, and import data from Excel into Word. This course covers working with lists, macros, and forms. Students will learn how to format long documents, create a table of contents and index, how to use bookmarks, use footnotes and endnotes and how to create master documents. This course covers how to use Microsoft Graph, use advanced layout features, and how to use advanced layout features. Finally, students will learn how to review documents and work with Web pages and XML.
Microsoft Excel - Basic, Intermediate, and Advanced
Basic: This course is designed to teach our students the basic skills necessary to use the Microsoft Excel software. Topics covered by this course include exploring Excel, using the Office Assistant, basic workbook skills, working with ranges, creating simple formulas, and copying and moving data. Page setup and Printing workbooks are also covered. Formatting numbers and text, working with columns and rows, formatting cells, and using automatic formatting and styles are also covered in this course. Students will also learn how to use online help.
Intermediate: Students will learn some more advanced skills necessary to use the Microsoft Excel software. Topics covered by this course include using large worksheets, working with multiple worksheets, and managing worksheets. Students will work with Outlines and HTML files. Using Paste Special, range names, labels in formulas, other functions will also be covered in this course. Students will create and edit charts, draw an object, use additional effects and objects, and use AutoShapes. This course also covers managing data and files, and customizing Excel preferences.
Advanced: Finally, students will learn advanced features necessary for using the database capabilities and to effectively use the financial formulas in the Microsoft Excel Software. Topics covered by this course include working with databases, working with the data form, using AutoFilter and advanced filters, importing and exporting data, creating and revising pivot tables, using multiple workbooks, using conditional and custom formats, using templates, working with comments, using worksheet protection, and sharing workbooks.
Microsoft Outlook - Basic and Advanced
Basic: This course presents our students with the basics of Microsoft Outlook. Students will learn how to open and reply to e-mail messages, insert attachments in messages, use the Outlook calendar to schedule appointments and meetings, and use Outlook contacts.
Advanced: Students will learn the advanced features of Outlook, including: managing Tasks, work with Outlook Journal and use Notes. Customizing Outlook Today, creating rules, sharing and accessing other users folders, creating forms and working offline are also topics covered in this course.
Microsoft PowerPoint - Basic
This course is designed to teach students the basic skills necessary to use the Microsoft PowerPoint software. Topics covered by this course include exploring PowerPoint, using the Office Assistant, basic presentation skills, and use of the Outline pane, spell check, enhancing presentation text, printing, sending and publishing presentations, and formatting and editing text. Using graphic images and tables is covered, as well as using Slide Sorter view, using the Slide master, and working with drawing objects. Students will use slide show view, and edit multiple presentations simultaneously.
Software Version Compatibility
Students explore the differences between older versions and newer versions with hands on experience using Word, Excel, PowerPoint and Outlook.
Internet Essentials at Work
This course is designed to teach the students the basic skills necessary to use a variety of web browser including Internet Explorer, Google Chrome, and Firefox software. Topics covered by this course include browsing the web, working with the favorite’s center, zoom in and out in a web page, save and print web pages, run searches, set internet options, work with privacy and security settings, install add-ons, play multimedia content.
Keyboarding A to Z
This Course is designed for students who want to learn how to touch-type to increase their speed and efficiency on the keyboard. The open, modular-style manual is designed for quick scanning in the classroom, and is filled with interactive exercises that will allow students to explore the intricacies of KAZ (Keyboarding A to Z).
- Use the keyboard with correct posture, and identify the home keys and their importance in touch-typing
- Touch type the letter keys with increasing speed and accuracy
- Touch type capital letters, special characters, and standard punctuation
- Develop increasing speed and accuracy, and calculate words per minute typing speed
Speedbuilder is designed to encourage short practice sessions, with twenty phrases presented at a time. The program provides feedback by displaying the learner’s progress in both speed and accuracy.
This time is used for skills reinforcement and speed building.
Dispatcher, Call Center, and Customer Service
Customer Service and Communication Skills
This course is for people who are responsible for providing customer service. Communicate a message effectively by identifying the receiver, choosing a proper channel, responding to feedback, and overcome a variety of common forms of interference. Develop the skills to be a critical listener and how to respond appropriately to speakers. Project a positive image on the telephone, properly address callers, and establish good rapport. Identify the challenges of a call center and the guidelines to follow in order to provide excellent service. Learn to manage incoming and outgoing information. Identify and manage stress
- Fundamentals for Employees
- Interpersonal Communication: Effective Communication
- Interpersonal Communication: Listening Skills
- Interpersonal Communication: Telephone Skills
- Call Center: Inbound Customer Service
- Organizational Skills: Managing Information
- Stress Management: Fundamentals for Employees
Telephone and Time Management
Improve your work day by learning to control your time on the telephone. This friendly, easy-to-use course helps you identify telephone time stresses, communicate a message more effectively, and get more done.
- Telephone time stress
- Voice tone says it all
- Handle telephone interruptions quickly
- Getting through to people
- High tech telephone etiquette
- Fast and friendly wording
- Set the stage for your success
Sales Skills - Basic
This course teaches students the fundamentals of the selling process. In the Basic course, students learn how to understand sales terminology, establish professional behavior, handle clients, and create effective sales presentations. Course activities also include connecting with clients, prospecting and networking, and responding to objections. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
- Sales fundamentals: The sales process, Elements of selling and Understanding sales terms
- Your professional self: Developing your character, Managing yourself, Handling clients, Finding your clients
- Connecting with your clients: Finding solutions, The sales presentation, Anticipating objections, Creating a sales presentation, Responding to objections
Sales Skills - Advanced
This course builds on the fundamentals of Sales Skills: Basic. In the Advanced course, students learn how to build relationships with clients, help clients envision their needs, negotiate to meet the identified needs, study the market, and analyze competitors. Course activities also cover researching clients, and implementing a consulting strategy to develop solutions for clients. Students will also close a sale and follow up after the sale. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
- Gaining customer commitment: Building relationships, Demonstrating the need, Satisfying the need, Studying the market
- Sales strategies: Analyzing markets and competitors, Researching clients
- Developing a winning strategy: Consulting with clients, Developing solutions
- Effectively closing a sale: Demonstrating the benefits, Confirming commitment, Closing the sale and following up
This plan is customizable to suit individual needs.
Curriculums are subject to change with technology and documentation updates. If curriculum or software is upgraded during your training, you will be charged for the replacement of your old training manual.
NOTE: This information is for your planning purposes only. Due to all the legal disclosures mandated by the State of Washington Workforce Training and Education Board, it is necessary for Allied Training Systems to write all proposals to ensure student receives all the information necessary.
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