To: lojban@lojban.org
Subject: Improve your company's image - Invest in your Frontline Staff!
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<div style=3D"text-align: center" align=3D"center"><em><strong><span style=
=3D"font-family: 'Verdana','sans-serif'; color: white; font-size: 36pt">Fro=
ntline Excellence<o:p></o:p></span>=20
<div>&nbsp;</div>
<div><em><strong><span style=3D"font-family: 'Trebuchet MS','sans-serif'; c=
olor: white; font-size: 18pt">1 Day workshop<o:p></o:p></span></strong></em=
></div></strong></em></div><strong><span style=3D"font-family: 'Arial','san=
s-serif'; color: white; font-size: 36pt; mso-fareast-font-family: Calibri; =
mso-fareast-theme-font: minor-latin; mso-ansi-language: EN-US; mso-fareast-=
language: EN-US; mso-bidi-language: AR-SA">
<p align=3D"center"></span></strong><strong><strong><strong><span style=3D"=
font-family: 'Arial','sans-serif'; color: white; font-size: 36pt"><em><stro=
ng><span style=3D"font-family: 'Trebuchet MS','sans-serif'; color: white; f=
ont-size: 36pt"></p>
<div></span></strong></em></span></strong>
<div align=3D"center"><strong><em><span style=3D"font-family: 'Verdana','sa=
ns-serif'; color: white; font-size: 26pt"></span></em></strong></div></stro=
ng></strong><strong></strong>
<div align=3D"center">
<div align=3D"left"></div>
<blockquote>
<div align=3D"center"><strong><span style=3D"font-family: 'Verdana','sans-s=
erif'; color: white; font-size: 22pt"><span style=3D"font-family: 'Verdana'=
,'sans-serif'; color: white; font-size: 22pt"><strong><span style=3D"font-f=
amily: 'Verdana','sans-serif'; color: white; font-size: 20pt; mso-fareast-f=
ont-family: Calibri; mso-fareast-theme-font: minor-latin; mso-ansi-language=
: EN-ZA; mso-fareast-language: EN-US; mso-bidi-language: AR-SA; mso-bidi-fo=
nt-family: Calibri" lang=3D"EN-ZA">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</sp=
an></strong></span></span><span style=3D"font-family: 'Verdana','sans-serif=
'; color: white; font-size: 18pt">Johannesburg&nbsp;&nbsp;&nbsp;&nbsp;&nbsp=
;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;<span style=3D"font-family: 'Verdana',=
'sans-serif'; color: white; font-size: 18pt; mso-fareast-font-family: Calib=
ri; mso-fareast-theme-font: minor-latin; mso-ansi-language: EN-ZA; mso-fare=
ast-language: EN-US; mso-bidi-language: AR-SA; mso-bidi-font-family: Calibr=
i" lang=3D"EN-ZA"><strong>13 June 2012</strong></span>&nbsp;<br /><strong><=
font color=3D"#ffffff" size=3D"6"><span style=3D"font-size: 18pt">&nbsp;&nb=
sp;&nbsp;&nbsp;&nbsp;Durban&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nb=
sp;14 June 2012</span></font></strong><br /><br /><span style=3D"font-famil=
y: 'Calibri','sans-serif'; font-size: 28pt; mso-fareast-font-family: Calibr=
i; mso-fareast-theme-font: minor-latin; mso-ansi-language: EN-ZA; mso-farea=
st-language: EN-US; mso-bidi-language: AR-SA" lang=3D"EN-ZA"><em>Cost:&nbsp=
; <span style=3D"color: white">R1 650.00 inclusive</span></em></span>&nbsp;=
</span></strong></div>
<p style=3D"text-align: center" align=3D"center"><strong><span style=3D"fon=
t-family: 'Verdana','sans-serif'; color: white; font-size: 22pt"></span><sp=
an style=3D"font-family: 'Verdana','sans-serif'; color: white; font-size: 1=
4pt"></p>
<p style=3D"text-align: center" align=3D"center"><span style=3D"font-family=
: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt">First impress=
ions last, and staff who work in any Frontline area are vital&nbsp;members =
of the corporate team. </span><o:p></o:p></p>
<p style=3D"text-align: center" align=3D"center"><span style=3D"font-family=
: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt">Their level o=
f performance is invaluable to the overall success of an organisation. </sp=
an><o:p></o:p></p>
<p style=3D"text-align: center" align=3D"center"><span style=3D"font-family=
: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt">Covering all =
aspects of the role, from answering the telephone to dealing with visitors,=
 this Frontline Skills training course is suitable for anyone who works in =
a &#8220;front office&#8221; situation.</span><o:p></o:p></p>
<p style=3D"text-align: center" align=3D"center"><span style=3D"font-family=
: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt">A small inves=
tment in our one- day workshop&#8221; Frontline Excellence &#8220; will del=
iver huge dividends in the form of Frontline staff that will do you proud i=
n every dealing with your visitors, in person or by phone.</span><o:p></o:p=
></p>
<p style=3D"text-align: center" align=3D"center"></span></strong><strong><s=
trong><span style=3D"font-family: 'Verdana','sans-serif'; color: white; fon=
t-size: 14pt"><strong></span></strong><span style=3D"font-family: 'Trebuche=
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<p style=3D"text-align: center; margin-left: 36pt" align=3D"center"><strong=
><span style=3D"font-family: 'Verdana','sans-serif'; color: white"></p>
<div align=3D"center">
<table style=3D"width: 100%" border=3D"0" cellpadding=3D"0" width=3D"100%">
<tbody>
<tr>
<td style=3D"border-bottom: #f0f0f0; border-left: #f0f0f0; padding-bottom: =
0.75pt; padding-left: 0.75pt; padding-right: 0.75pt; border-top: #f0f0f0; b=
order-right: #f0f0f0; padding-top: 0.75pt">
<p align=3D"left"><strong><span style=3D"font-family: 'Verdana','sans-serif=
'; color: white"><span style=3D"line-height: 150%; font-family: Wingdings; =
color: white; font-size: 14pt"></span><span style=3D"line-height: 150%; fon=
t-family: 'Arial','sans-serif'; color: white; font-size: 14pt"></p>
<div align=3D"center">
<table style=3D"width: 100%" border=3D"0" cellpadding=3D"0" width=3D"100%">
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<td style=3D"border-bottom: #f0f0f0; border-left: #f0f0f0; padding-bottom: =
0.75pt; padding-left: 0.75pt; padding-right: 0.75pt; border-top: #f0f0f0; b=
order-right: #f0f0f0; padding-top: 0.75pt">
<p><strong><span style=3D"font-family: 'Trebuchet MS','sans-serif'; color: =
white; font-size: 14pt">Course Outline:</span></strong></p>
<p style=3D"margin: 5pt 0in 0pt 0.75in"><span style=3D"font-family: Symbol;=
 color: white; font-size: 14pt">&#183;</span><span style=3D"color: white; f=
ont-size: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=
=3D"font-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt=
">Telephone Techniques</span></p>
<p style=3D"margin: 5pt 0in 0pt 0.75in"><span style=3D"font-family: Symbol;=
 color: white; font-size: 14pt">&#183;</span><span style=3D"color: white; f=
ont-size: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=
=3D"font-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt=
">Dealing with incoming calls.</span></p>
<p style=3D"margin: 5pt 0in 0pt 0.75in"><span style=3D"font-family: Symbol;=
 color: white; font-size: 14pt">&#183;</span><span style=3D"color: white; f=
ont-size: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=
=3D"font-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt=
">How to sound confident, interested and helpful.</span></p>
<p style=3D"margin: 5pt 0in 0pt 0.75in"><span style=3D"font-family: Symbol;=
 color: white; font-size: 14pt">&#183;</span><span style=3D"color: white; f=
ont-size: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=
=3D"font-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt=
">Outgoing calls.</span></p>
<p style=3D"margin: 5pt 0in 0pt 0.75in"><span style=3D"font-family: Symbol;=
 color: white; font-size: 14pt">&#183;</span><span style=3D"color: white; f=
ont-size: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=
=3D"font-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt=
">How to deal with telephone calls and visitors simultaneously.</span></p>
<p style=3D"margin: 5pt 0in 0pt 0.75in"><span style=3D"font-family: Symbol;=
 color: white; font-size: 14pt">&#183;</span><span style=3D"color: white; f=
ont-size: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=
=3D"font-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt=
">Complaint Handling</span></p>
<p style=3D"margin: 5pt 0in 0pt 0.75in"><span style=3D"font-family: Symbol;=
 color: white; font-size: 14pt">&#183;</span><span style=3D"color: white; f=
ont-size: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=
=3D"font-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt=
">Remaining polite and helpful.</span></p>
<p style=3D"margin: 5pt 0in 0pt 0.75in"><span style=3D"font-family: Symbol;=
 color: white; font-size: 14pt">&#183;</span><span style=3D"color: white; f=
ont-size: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=
=3D"font-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt=
">Developing a Personal commitment to Quality Service</span></p>
<p style=3D"margin: 5pt 0in 0pt 0.75in"><span style=3D"font-family: Symbol;=
 color: white; font-size: 14pt">&#183;</span><span style=3D"color: white; f=
ont-size: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=
=3D"font-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt=
">Helping customers to make the right choice.</span></p>
<p style=3D"margin: 5pt 0in 0pt 0.75in"><span style=3D"font-family: Symbol;=
 color: white; font-size: 14pt">&#183;</span><span style=3D"color: white; f=
ont-size: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=
=3D"font-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt=
">The Importance of First Impressions</span></p>
<p style=3D"margin: 5pt 0in 0pt 0.75in"><span style=3D"font-family: Symbol;=
 color: white; font-size: 14pt">&#183;</span><span style=3D"color: white; f=
ont-size: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=
=3D"font-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt=
">Projecting a professional image.</span></p>
<p style=3D"margin: 5pt 0in 0pt 0.75in"><span style=3D"font-family: Symbol;=
 color: white; font-size: 14pt">&#183;</span><span style=3D"color: white; f=
ont-size: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=
=3D"font-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt=
">Using your voice.</span></p>
<p style=3D"margin-left: 0.75in"><span style=3D"font-family: Symbol; color:=
 white; font-size: 14pt">&#183;</span><span style=3D"color: white; font-siz=
e: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=3D"fon=
t-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt">Under=
standing customer needs and attitudes.</span></p>
<p style=3D"margin-left: 0.75in"><span style=3D"font-family: Symbol; color:=
 white; font-size: 14pt">&#183;</span><span style=3D"color: white; font-siz=
e: 7pt">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</span><span style=3D"fon=
t-family: 'Trebuchet MS','sans-serif'; color: white; font-size: 14pt">Deali=
ng with awkward customers on the telephone and face-to-face</span></p></td>=
</tr></tbody></table></div>
<p align=3D"left"></span></p>
<p></span></strong></p></td></tr></tbody></table></div></div></div></div></=
div></div></div></div></div></div></div></div></span></strong></td></tr></t=
body></table></div>
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