About this programme

This five-day course is designed to equip administrators and secretaries with the essential skills needed to excel in a modern office environment. The course provides practical tools and techniques in organization, communication, customer service, technology use, and professional development. Through real-world case studies, role plays, and interactive exercises, participants will gain confidence and competence in managing daily tasks, supporting teams, and contributing to organizational success.

Duration

5 Days

Who Should Attend

Administrative Assistants and Secretaries
Office Assistants and Clerical Officers
Front Office and Customer Service Staff
Professionals seeking to strengthen or refresh their administrative skills

Learning outcomes

What you'll walk away with

By the end of this training, participants will be able to:

Manage office operations with efficiency and professionalism.
Apply effective time management, prioritization, and organizational strategies.
Communicate clearly, confidently, and professionally in writing and speech.
Deliver excellent customer service and handle difficult situations tactfully.
Utilize modern office technologies to improve productivity.
Develop personal effectiveness, resilience, and a professional workplace presence.

Course modules

What we cover, module by module

Module 1: Professional Office Management and Organization

Understanding the evolving role of administrators and secretaries
Effective time and priority management tools
Filing systems (digital and manual) for quick access to information
Delegation and coordination with teams
Case Study: Analyzing how poor office organization leads to missed deadlines and mistakes; group develops an improved system.
Activity: Create a daily and weekly planner for a busy executive schedule.

Module 2: Communication and Interpersonal Skills

Writing clear and professional business emails, letters, and memos
Developing effective telephone and face-to-face communication skills
Active listening and assertiveness in workplace conversations
Building positive relationships with colleagues and superiors
Case Study: Role-play handling a miscommunication between departments.
Exercise: Rewrite poorly written emails into professional correspondence.

Module 3: Customer Service Excellence

Principles of customer care and service excellence
Managing front-office interactions with professionalism
Handling difficult or demanding customers with tact
Representing the organization’s image positively at all times
Case Study: Dealing with an irate client at the reception desk—participants role-play responses.
Exercise: Develop a customer service charter for an imaginary organization.

Impact

Where the change lands

Organizational Impact

Improved efficiency and productivity in office operations
Better communication and collaboration across teams
Enhanced professional image and customer service delivery
Stronger administrative support for organizational goals

Individual Impact

Increased confidence in handling complex administrative tasks
Stronger interpersonal, communication, and problem-solving skills
Ability to effectively use technology for efficiency and accuracy
Greater readiness for career advancement and professional growth

Dates and locations

Upcoming intakes

Every intake is limited to a small cohort. Booking closes when a date fills or three weeks before the start, whichever comes first.

Full calendar

City	Starts	Ends	Delivery	Book
NakuruNext	20 Jul 2026	24 Jul 2026	In-Person	Book
Kigali	20 Jul 2026	24 Jul 2026	In-Person	Book
Accra	20 Jul 2026	24 Jul 2026	In-Person	Book
Kisumu	27 Jul 2026	31 Jul 2026	In-Person	Book
Johannesburg	27 Jul 2026	31 Jul 2026	In-Person	Book
Dakar	27 Jul 2026	31 Jul 2026	In-Person	Book