Learning Outcomes: 

1. Identifying the key areas for development in this job role, increasing the contribution made to the company; laying the foundations; assessing your contribution.
2. Managing your boss successfully; making relationships work; developing your network; communication and the importance of feedback.
3. Increasing your contribution to the management team through basic group dynamics and team work.
4. Developing personal management skills; setting objectives; prioritizing tasks; understanding time management; delegating successfully; problem solving.
5. Organizing effective systems; travel; informal and formal meetings; minute taking.
6. Effective communication; learning how to be assertive and stay in control; the telephone; dealing with difficult people; developing a personal action plan.
7. How to acquire the interpersonal skills that will enable you to deal more effectively with others.
8. Assertiveness – how it can be developed and used in a positive way.
9. Dealing with conflict, anger and criticism in a cool manner, while projecting an image of self confidence and professionalism.
10. How to take charge of situations and command attention without being
11. forceful or intimidating.
12. How to say ‘no’ when necessary, and negotiate a solution.
13. Successful two way communication, how listening skills and body language can affect a situation.
14. How positive thinking and creating an overall mental picture can help diffuse stressful situations.

Course Content:

Secretarial Skills

1. The role of the Executive Secretary/PA
2. Time management Assertiveness training
   1. How to say “no” without becoming intimidating or aggressive
   2. Dealing with conflict
   3. Negotiating solutions
3. Communication skills
   1. Body language
   2. Positive thinking
   3. Listening skills
   4. Dealing with difficult people and difficult situations
4. Working for more than one person
5. Technology in office Confidentiality
6. Telecommunications – Effective telephone behavior
7. Processing the mail
8. Diary management
9. Travel
10. Meeting and conventions
11. Management of records
12. Tips of the trade

Organization skills

1. Organizational chart
2. The office
3. Physical environment
4. Safety File security/filing systems
5. Cleanliness Office furniture
6. Purchases and payments
7. Office supplies and equipment
8. Company storeroom
9. Inventory
10. Repairs
11. Machinery
12. Banking
13. Team work
14. Time management 

Business correspondence

1. The art of good letter writing
2. Clearly defining objectives
3. Terminology
4. Being concise, accurate and grammatically correct
5. Correct use of sentences and paragraphs
6. Logical formats to include positive openings to effective endings
7. Dictation techniques
8. Writing reports and memos
9. Sales letters and proposals
10. Orders and acknowledgements
11. Follow-up and revivers
12. Invoices and credit settlements
13. Different formats of quotations
14. Letter of application
15. Credit collection letters
16. Complaint handling letters
17. Responding to, and sending letters of complaint
18. Creating circulars
19. Common letters
20. How to check, edit and proof read your own material

Secretarial Accounts

1. Principles and practices of basic accounting
2. Financial statements analysis
3. Profit and loss
4. Balance sheet
5. Cash flow statement
6. Banking
7. Petty cash
8. Maintaining excel sheet

Personality development

1. Assessing and understanding one own personality
2. Understanding fellow workers and developing a good interpersonal relationship
3. Dealing with difficult people and difficult situations
4. Confidentiality
5. How to project an image of self-confidence and professionalism
6. Self development for the future