Administrative Assistants and Professional Executive Secretaries

Administration, Secretarial and Customer Service

Course Overview

This workshop is aimed at all those who are required to be highly efficient and effective in a demanding executive secretarial role where confidentiality and commitment is essential. It is suited to all persons in administration in commercial or non-commercial organisations where they are required to work effectively with others as a member of a team to foster and maintain sound working relationships. The working environment demands the individual to be organised, use thinking skills and communication skills to solve problems in an efficient and effective manner.

Administrative office procedures may not be glamorous, but they are essential to the success of any enterprise. A well run office reduces miscommunications and helps to eliminate common errors. By making the administrative office a priority, you will establish clear policies and procedures with employee understanding and buy-in, which ensures that your work environment runs smoothly. 

With our Administrative Office Procedures workshop, participants will understand how an Administrative Office Procedure binder demonstrates professionalism and efficiency in an organization or office setting. It is also a marvelous instrument for quick reference and utilization. Strategies and procedures are a vital connection between the company"s vision and its everyday operations.

This course equips Secretaries, Administrators, Personal Assistants, Office Administrators, Executive Assistants, present and future Managers with the necessary competence to implement their organisations' strategic objectives. It develops a fundamental understanding of the different fields of management to ensure that professionals do not perform their own management functions in isolation.

Course Objectives

  • Develop a highly professional image and attitude
  • Grow your interpersonal relationships by communicating clearly and concisely
  • Understand cultural and communication barriers and how to overcome them
  • Manage time to improve efficiency
  • Exceed client’s needs and expectations
  • Help create systems that streamline processes and improve record maintenance and filing
  • Arrange all travel arrangements and itineraries
  • To understand the importance of effective administration skills within an organization
  • To learn how to manage petty cash systems
  • To understand how to manage stock and stationery supplies
  • To enhance telephone skills and understand correct telephone etiquette
  • How to be assertive and build a good rapport with your manager

Course Outline

Developing a Professional Approach

  • First impressions – lasting impressions
  • Projecting a positive image and attitude
  • Understanding your role and your unique work environment
  • Proactive vs. reactive behaviour - attitude and accountability
  • Reliability, getting it right the first time
  • Consistency and dependability
  • Issues of confidentiality

Effective Business Communication Skills

  • Become a professional communicator
  • Overcoming barriers to communication
  • Establishing and maintaining effective business relationships
  • Improving listening skills - understand what you have heard
  • Understanding your manager/s and your own personality type
  • Managing conflict effectively
  • Becoming a successful team player – working together

Managing Time for Improved Efficiency

  • Apply the Time Management Matrix - urgency and importance
  • Coordinating busy schedules - managing your own and other people’s time
  • Balancing the demands of more than one manager
  • Using and maintaining an effective diary system
  • Create a prioritized ‘to-do’ list according to difficulty and time frame
  • Responsiveness, promptness - a sense of urgency
  • Meeting deadlines, feedback and follow-up

Service Excellence for Internal and External Clients

  • Adopting a professional approach to clients
  • The concept of courtesy - building customer relationships
  • It’s all about people – client needs and expectations
  • Measuring client service – setting standards
  • Positive and professional telephone language
  • Wow! Service – Going the Extra Mile 

Organising Business Travel Arrangements

  • Organising travel bookings - flights, car hire and accommodation
  • Confirming travel arrangements and changing plans if required
  • Checklists and travel itineraries
  • Processing expense claim documentation after travel
  • Filing systems for easy referencing

Maintaining Files and Records

  • Organising and establishing efficient systems
  • Understanding and utilising effective manual and electronic filing and storage systems
  • Document tracking
  • Keeping up-to-date with current filing trends

Taking Ownership of Yourself, Your Job and Your Future

  • Delegated tasks: taking ownership
  • Motivation
  • Set personal goals for improvement – Personal Action Plan
Study Online


1 Week Face to Face Classes


2 Week Face to Face Classes


Course Features
  • 8 Weeks Online
  • 1-2 Weeks Classes
  • Certified

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