Overview
This course aims to give delegates the knowledge and abilities necessary to fulfil their role successfully as a secretary, Personal Assistant (PA), Executive Assistant (EA), administrative officer, front office staff, or office manager. It will assist delegates in providing a professional service, working under pressure, and dealing with difficult situations more effectively. Key objectives such as communication skills, time management, and relationship management are also addressed. Why Should an Individual Attend?
This course empowers secretaries, personal assistants, and administrative personnel to:
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Enhance core administrative skills for greater efficiency and professionalism.
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Build self-awareness and interpersonal understanding to navigate workplace challenges with confidence.
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Strengthen relationships through effective communication and emotional intelligence.
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Develop competence and clarity in their roles, fostering personal growth and workplace impact.
Outcomes
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Understand the importance of customer service and the image they portray.
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Understand how to communicate with customers more effectively, whether verbally, in writing, non-verbally, face-to-face, or over the phone.
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Deal with angry or dissatisfied customers professionally.
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Learn about themselves through self-awareness questionnaires.
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Manage different aspects of the job, such as stress level and personal time, to meet deadlines.
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Identify stakeholders’ interest and influence on a project.
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Improve administrative skills by handling paperwork, any information, and what to keep on your desk more effectively.
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Use problem-solving tools to solve problems effectively.
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Understand the importance of professional conduct and general business etiquette.
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Perform daily administrative duties more effectively.
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Provide high-level administrative support to top management, executives, and leaders within a company or organisation.
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Arrange a travel itinerary for your superior effortlessly and correctly.
Program Outline
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INTRODUCTION
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EXCELLENCE IN SERVICE
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Professional Image
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Manager – Secretary/PA Relationship
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Business Etiquette
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INTERPERSONAL SKILLS TO ENSURE SUCCESS
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Know Yourself
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Communication Process
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Non-Verbal Communication
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Verbal Communication
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Dealing with Different People and Situations
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Managing Conflict
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MANAGE SELF
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Self-Confidence and Self-Image
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Stress Management
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Personal Time Management
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Problem-Solving
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STAKEHOLDER MANAGEMENT
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Identify Stakeholders’ Interests and Influence
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Analyse Stakeholders
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Compile a Stakeholder Plan
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Execution: Feedback and Participation
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Reflection on Stakeholder Plan Execution
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WRITTEN COMMUNICATION
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Written Correspondence (Letter, memo, e-mail, report writing, and minute taking)
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ADMINISTRATION
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Handling and Processing Different Types of Information
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Confidential Information
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Filing Paperwork
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What to Keep on Your Desk
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Travel Arrangements
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CONCLUSIONS
Who Should Attend?
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Secretaries
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Personal Assistants (PAs)
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Executive Assistants
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Administrative Officers
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Front Office staff
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Office Managers
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Newcomers to the secretarial and administrative professions.
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