Training on Developing Professionals Skills for Senior Secretaries/Personal Assistants

Module 1:Building on Existing Skills

• Understanding your role

• Organisational skills, planning, and prioritising

• Time management under pressure

• Advanced customer service and telephone techniques

• Case Study: A team member reorganized daily tasks to handle high-pressure calls efficiently, improving customer satisfaction.

Module 2:Developing the Role

• Becoming more proactive

• Taking control of your workload

• Expanding knowledge of the business

• Coping with and leveraging change

• Goal setting

• Case Study: An employee created a personal development plan to take on new responsibilities, increasing team contribution.

Module 3:The Importance and Value of Communication Skills

• Importance of communication skills in the workplace

• Being assertive

• Delegating effectively

• Improving listening skills

• Writing clear business letters and emails

• Structuring reports

• Delivering engaging presentations

• Case Study: A professional improved email clarity and report structure, reducing errors and enhancing management understanding.

Module 4:Managing Your Manager and Raising Your Profile

• Image management and building a strong working relationship with your manager

• Understanding expectations and your working style

• Being effective in meetings

• Improving confidence

• Teamwork

• Supporting your manager’s priorities

• Case Study: An assistant streamlined meeting preparations, helping their manager focus on strategic tasks while raising their own profile.

Module 5:Interpersonal Intelligence

• Understanding people and expressing yourself clearly

• Asserting needs

• Giving and receiving feedback

• Influencing skills

• Conflict resolution

• Teamwork and flexibility

• Case Study: A team member used feedback and conflict resolution skills to resolve tensions, strengthening team collaboration.