Unit 1: Communication Skills in Office Administration

Detailed Notes

Learning Objectives

1. Master verbal, written, and digital communication techniques:

o Understand how to adapt communication styles to different audiences (clients,

o Use appropriate channels (email, phone, video calls) for specific scenarios.

2. Develop professional email and phone etiquette:

o Avoid jargon, slang, or overly casual language in formal communications.

o Practice politeness (e.g., “Please,” “Thank you”) and professionalism in tone.

3. Resolve misunderstandings through clear communication:

o Identify common causes of miscommunication (e.g., vague instructions, cultural

o Apply strategies to clarify and confirm understanding.

Key Concepts

1. Verbal Communication

 Active Listening:

o Definition: Fully concentrating, understanding, and responding to a speaker.

o Techniques:

 Paraphrasing (“So, what I’m hearing is…”) to confirm understanding.

 Avoiding interruptions and maintaining eye contact (in face-to-face interactions).

 Tone and Clarity:

o Tone: Adjust vocal pitch and pace to convey respect and confidence.

 Example: A calm, steady tone de-escalates tense situations.

o Clarity: Use simple, direct language. Avoid ambiguous phrases like “ASAP” (specify exact
deadlines).

2. Written Communication

 Structure:
 o Emails/Memos:

 Subject line: Specific and actionable (e.g., “Action Required: Submit Documents
by Friday, 5 PM”).

 Body: Use short paragraphs, bullet points, and headings for readability.

 Closing: Include a call-to-action (e.g., “Please confirm receipt”).

o Grammar and Conciseness:

 Tools: Grammarly, Hemingway Editor, or Microsoft Editor to eliminate errors.

 Avoid redundancies (e.g., “plan ahead” vs. “plan”).

3. Digital Tools

 Slack/Microsoft Teams:

o Best Practices:

 Use threads to keep conversations organized.

 Avoid overusing @channel or @here notifications.

 Zoom Etiquette:

o Professionalism: Dress appropriately, mute when not speaking, and use virtual
backgrounds sparingly.

o Technical Prep: Test audio/video beforehand and share agendas in advance.

Case Study 1: Miscommunication in Client Emails

Scenario:
An administrative assistant sent an email to a client with the subject line “Meeting Follow-Up.” The body
contained a lengthy paragraph with unclear deadlines and no formatting. The client misinterpreted the
due date for document submission, causing a delay in a critical project.

Resolution:

 The assistant revised the email:

o Subject Line: “Action Required: Submit Financial Reports by Thursday, March 16, 5 PM
EST.”

o Body:

 Bullet points listing required documents.

 Bolded deadlines and a hyperlink to the submission portal.

 Outcome: The client submitted the documents on time, and the project resumed without
further delays.

Takeaways:

1. Ambiguity in written communication can lead to costly errors.

2. Combining written and verbal confirmation minimizes risks.

Discussion Questions

1. How can ambiguous language harm client relationships?

o Example: A phrase like “Get back to me soon” may be interpreted as “within 24 hours”
by the sender and “by end of week” by the receiver, leading to frustration.

o Impact: Erodes trust and may result in lost business.

2. What tools can ensure written communication is error-free?

o Grammar checkers (Grammarly), readability apps (Hemingway), and peer reviews.

o Templates for repetitive tasks (e.g., meeting reminders, invoice requests).

Practical Activity: Role-Play Responding to an Angry Client Call

Scenario:
A client calls angrily because a scheduling error caused them to miss a meeting with a senior executive.

Instructions:

1. Participant Roles:

o Admin: Practice active listening, acknowledge the issue, and propose solutions.

o Client: Express frustration firmly but respectfully.

2. Steps for the Admin:

o Step 1: Listen without interrupting. Use phrases like “I understand this is frustrating.”

o Step 2: Apologize sincerely: “I apologize for the inconvenience this has caused.”

o Step 3: Resolve the issue:

 Offer to reschedule the meeting immediately.

 Send a follow-up email with the corrected details.

o What phrases helped de-escalate the situation?

o How can admins balance empathy and efficiency?

Additional Resources

 Email Template:

Copy

Subject: [Urgent] Rescheduled: Meeting with [Executive Name] on [Date]

Dear [Client Name],

I apologize for the confusion regarding our earlier scheduling.

Please let me propose a new time:

- Date: [Day, Month Date]

- Time: [Time] [Time Zone]

- Platform: [Zoom/Teams Link]

Kindly confirm your availability at your earliest convenience.

Thank you for your understanding.

Best regards,

[Your Name]

 Reading: Crucial Conversations by Kerry Patterson (for conflict resolution frameworks).

Assessment Idea:

 Participants draft an email responding to a hypothetical client complaint, graded for clarity, tone,
and structure.