1. Executive Secretary Development Programme

Executive Secretary holds a key position of influence and a powerful partnership with the senior management team. Success in this role has a direct effect on the success of executive operations. The Senior Secretary who understands the role and pressures of management and even thinks like the team will achieve improved performance, outstanding results and respect from superiors and the executive team.

You already hold this position because of your current capability therefore this programme seeks to supplement your current set of capabilities and competence by:

  • Presenting you with an additional set of competences to add to your skills portfolio
  • By using interactive team and group exercises to practice the skills learned
  • Interaction with fellow students from a variety of different organizations for learning & networking
  • By developing your skills and capabilities for the future
  • By concentration on developing your people and social skills
  • How to communicate better with a wide range of people?
  • How to negotiate with other more effectively
  • How to use a variety of time tools effectively?
  • Improvement in memory skills
  • How to motivate yourself and others How to analyse your performance for future development opportunities
  1. Professional Skills for Administrators & Secretaries

This practical and highly popular workshop rapidly develops the key skills and knowledge that enables new and developing office professionals to maximise their contribution in the workplace.

The workshop shows you how to plan and organise efficiently, develop confident communication skills and proactively contribute to the successful achievement of the organisation’s goals.

By the end of this Course / workshop, delegates will be able to:

  • Develop the skills and attributes of a first class office professional and make a greater contribution in their workplace
  • Become more confident
  • Become more proactive
  • Communicate more confidently and effectively with your manager, colleagues and other departments
  • Deal with the difficulties and pressures of working in a modern office
  • Prioritise between urgent and important tasks
  • Plan, organise and manage time more effectively
  • Present yourself more confidently and efficiently
  • Write, email and use the phone more professionally and effectively
  1. Advanced Office Management & Effective Administration Skills

To excel as an Office Manager, Administrator or Secretary you need to perfect your interpersonal and behavioural skills, to ensure you stay in control and on top of every one of your responsibilities.

In this programme you will learn how to:

Prioritise your daily responsibilities to achieve maximum output

Streamline your work practices and office environment

Communicate effectively and assertively at all levels

Understand yourself and others thereby improving interactions and relationships

Use techniques to help you think creatively, solve problems, plan, and make decisions

Participants attending the programme will:

  • Learn how to prioritise and cope up with multiple tasks
  • Learn how to think as a manager – planning, making decisions and solving problems
  • Learn how to improve their communication skills to enhance their relationships
  • Learn how to manage your thoughts and feelings and improve self-confidence
  • Learn how to be assertive and therefore more effective in the workplace
  • Understand and develop intrapersonal and interpersonal skills


  1. Business Etiquette Training Course

Business etiquette has never been more important. Traditional business relationships and communication methods are changing, however etiquette and professionalism are still important when interacting with both internal customers (staff) and with external clients.
In this course participants will: 

Understand what etiquette is and why it’s important

  • Learn how to introduce yourself professionally

Understand the “3 C’s” and how to use them to create a good first impression

Learn tools to assist and minimise nervousness

Use techniques to master name memorisation

Know the “4 levels of conversation”

Learn to conduct yourself professionally

Understand appropriate etiquette for open plan and cubicle environments

Know what not to do in a meeting

Learn the fundamentals of email etiquette


  1. Meeting Management

After Completing this course participant will have learned to:

  • Plan & prepare for meetings

Identify the correct participants

Gain insight into choosing the right time & place based on meeting type, attendees & necessary outcomes

Create clear & concise meeting agendas

Set up meeting spaces for maximum efficiency

Learn how to incorporate electronic options for remote participants

Define & assign meeting roles & responsibilities

Use an agenda for meeting management garnering a desired outcome & accountability

Chair meetings effectively by dealing with disruptions, professionally handling personality conflicts

Taking effective meeting minutes.


  1. Customer Service

Do you impress your customers every time you interact with them? Does your Organisation thrive on creating raving fans who buy your products and services again and again?

You must go beyond simply showcasing your products and services and purposefully design and plan to develop strong relationships with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and exceeding their expectations every single time.

In this fun and exciting professional development course you’ll learn to recognise how your attitude impacts on your interactions, you’ll learn how to apply techniques to generate repeat business, develop top-level telephone skills, learn how to deal with difficult customers and deliver on your promises.

After completing this course participant will be able to:


  • Explain what customer service means in relation to internal & external customers

Recognise how one’s attitude affects service standards

Master ways to develop & maintain a positive, customer-focused, attitude

Develop needs analysis techniques to better address customer needs

Apply outstanding customer service techniques to generate return business

Practice techniques for developing good will through in-person customer service

Formulate techniques for service excellence over the phone

Gain insight to connecting with customers online

Master techniques for dealing with difficult customers

Acquire tools for recovering difficult customers

Understand when to escalate an issue


  1. Effective Organising & Behavioural Skills for Administrative Professionals/ Executive Secretaries/PAs

The roles of Administrative Professionals, Secretaries and PAs in business are continually evolving. Therefore, this engaging, practical and interactive programme is designed to provide an opportunity to review and develop vital Organising and Behavioural skills to maximise personal effectiveness.

It is also designed to:

  • Build and enhance personal and role reputation across any organisation
  • Strengthen personal and role credibility
  • Enable a more productive and effective way of working

These vital roles within any organisation provide essential support to many and therefore the programme primarily focuses on the development of role ‘capability’ and the development towards role ‘commitment’.

By the end of the programme participants will be able to:

  • Enhance and develop skills of a 21st Century Secretary, PA or Administrative Professional
  • Strengthen the appreciation, value and importance of the role of a Secretary, PA or Administrative Professional
  • Understand organisations and their purpose to aid in working effectively and therefore becoming aligned with the organisational needs


  1. Professional Telephone Skills

Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more, Professional Telephone Skills Course.  This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.

After completing this course participant will have learned to:

Learn how to provide effective client service over the phone

Project a professional image over the phone

Master a professional, effective & reassuring telephone voice

Gain client’s trust using proven communication techniques

Learn to question effectively over the phone

Master proven techniques to professionally manage irate customers

Learn tips for handling a busy reception

Phrase words more effectively for positive and clearer communication

Establish the right words for unambiguous, positive & productive communication

Leave effective voicemail messages


  1. Best Practices in Communication and Relational Skills

Leaders today are expected to have a wide range of skills – technical, operational and relational. This programme focuses on developing the communication competencies that allow them to lead and motivate others. It helps leaders become great communicators who know how to win respect, understanding and commitment.

Leading people – the relational side of management – is as important as task-based skills. Communication is the critical competency that underpins relationships, both for keeping team members up-to-date and for winning the support of key stakeholders.

During this programme participants will develop the following competencies:

  • Listening to and understanding others
  • Building relationships with and between others based on trust and respect
  • Conveying team/business unit strategy by setting goals, planning and prioritizing
  • Explaining the bigger picture and where their team/project fits within the overall aims of the business unit and organisation
  • Creating a collaborative environment where team members support and encourage each other
  • Clarifying objectives and expectations and providing support as individuals seek to attain them
  • Developing a collaborative team culture where people work together to achieve goals and overcome challenges
  • Ensuring everyone contributes to discussions and all points of view are heard before making decisions that are then supported by the team
  • Using presentations to win recognition for team achievements and support for goals


  1. Office Professional and Records Management Masterclass

The Office Professional & Records Management Masterclass is an exciting and interactive programme, designed to provide participants with the opportunity to review and develop interpersonal and professional skills needed to do their jobs effectively, thereby contributing to personal and organizational success.

The programme also covers the strategies, tools and technologies used to capture, categorise, manage, store, preserve (archive) and deliver documents and records in support of business processes, as well as the core components of ISO 15489 so that organisations become compliant with best practices.

  • Extend their understanding of their roles as office managers and administrators and the key contribution they make to organisational success
  • Review and develop their personal organisation, communication and interpersonal skills
  • Review their working relationships
  • Develop an action plan to help themselves, their boss and other colleagues work in more effective and efficient ways
  • Understand the key concepts and overall architectural scope of records and document management
  • Develop business cases and business requirements for records management systems
  • Identify the business drivers for improving document and records management in their organisations
  • Determine how document and records management can be implemented across their organisations
  • Assess the implications of technologies, including Enterprise Content Management (ECM) on document and records management


  1. Key Management & Office Administration Skills (Office Management Professional)

Office Management and Effective Administration Skills is an exciting and interactive programme.  It is designed to provide office administrators, supervisors of clerical and administrative staff, executive secretaries and personal assistants the opportunity to review and develop the interpersonal and professional skills they need to do their jobs effectively – thereby contributing to their own, their boss’ and their organisation’s success. In this programme participants learn how to:

  • Manage a network of working relations
  • Communicate effectively
  • Manage time for yourself and others
  • Manage the performance of admin staff
  • Improve written communications
  • Manage and present information
  • Organise and improve office systems
  • Extend their understanding of their roles and the key contribution they make to organisational success
  • Review their working relationships
  • Review and develop their personal organisation, communication and interpersonal skills
  • Develop an action plan to help themselves, their boss and other colleagues work in more effective and efficient ways

Target audience

  • All administrative personnel and people newly appointed to supervisory roles, along with Secretaries and PA’s within the office environment, who want to build on their skills and knowledge


  1. Personal Effectiveness

Meeting the daily challenge of managing professional and personal responsibilities requires a strategy designed to meet individual needs. The pressure to find innovative ways to achieve goals, pay attention to the competition, respond quickly to both internal and external customer needs, and enjoy life outside work is even more intense in today’s fast-paced, ever-changing, competitive environment.

We just never seem to have enough time. The reality is we all have the same amount of time but it is how we use our time that makes the difference.

One of the major inhibitors of personal effectiveness is stress. The reality is that we can never eliminate stress but we can manage it in such in a way that it does not affect our productivity.

Hence our Personal Effectiveness Training Program has a three-pronged focus: Time, Stress and Self. You will learn to develop an action plan for real change based on effective use of time and management of stress which is congruent with your own unique behavioural style.

Managing Self

  • Understanding Self
  • SWOT Analysis of Oneself

Managing Time

  • Setting SMART Goals
  • Planning and Organizing your time
  • Dealing with Procrastination
  • Delegation

Managing Stress

  • The Power of Perception
  • Reaction to Stress
  • Managing Stress
  • Ways to develop a positive attitude