Very often, secretaries and administrators are not told they have one of the most important jobs in the company. More than merely an extra pair of hands, they are entrusted with the enormous responsibility of managing the daily operations of the office when top leadership isn't available.

Their job scope requires multi-disciplinary administrative skills that help them with communication, interpersonal relations, time management and stress management. All essential tools to help them overcome daily challenges in any workplace.

In this practical course, administrative personnel will be trained to expand these strategic skill sets and be empowered with the right mindset in order to create an effective and positive workplace environment.

In this course, you will learn to understand the importance accountability, secrets of dealing with people, telephone etiquette, time management and a host of management skills which improve their on-the-job performance.

At the end of this Secretarial and Administrative Skills workshop, participants should be able to:
- Exercise greater ACCOUNTABILITY.
- Practice more effective Phone and Email etiquette.
- Manage personal change to comply with greater standards of professionalism.
- Create a more authoritative image for themselves in the office.
- Create a more lasting impression with clients.
- Foster more productive working relationships with their colleagues.
- Possess greater mental fortitude in any given situation.

This Secretarial and Administrative workshop is designed for those in secretarial, clerical and administrative roles. Learning is pitched at a level to help the participants synthesise these best practices into their work-life.

Module 1:Professional Standards
The changing organization
Skills and qualities of an Effective PA

Module 2:Getting Organized
Keeping Your Workspace Organized
Using a To-Do Book
The Extra Mile: Adding Project Management Techniques to Your Toolbox

Module 3: Effective Communication Skills
Goals of Communication
Listening and Hearing: They Aren't the Same Thing
Sharpen Questioning Skills
Communicating with Power
Barriers to Communication
Non Verbal Communication
Body Language Tips
The Signals You Send to Others
It's Not What You Say, It's How You Say It
Working with people and “Team-ing”

Module 4: Business Communication Skills
The Myths of Written Communication
Effective report writing model
Email etiquette
Telephone etiquette
How to use the right tone in written communication

Module 5: Priority and Time Management
Time is Valuable
Why Time Management?
There is Time for Everything
Time Tracking
Manager's Time - How Should I utilise Time?
Finding Time - Urgent vs Important, Prioritising
Time Management Problems
Controlling Interuptions
Monkey Management
Setting goals and get it all done

Module 6: Managing Meetings
Conducting Effective Meetings
Categories of Participations & Facilitation Challenges
Meeting Follow Up

Module 7: Managing Conflicts and Difficult People
Why Conflicts Arises
Personality Who Causes Conflict
Types/Cause/ Stages of Conflict
Preventing Conflict

Module 8: The Art of Relaxation
Physiological responses to stress
Top 2 most important things you can do for your body daily
Taking a Stress Test
Effective Ways to Manage Stress
Accomplishing Work-Life balance
6 Tips to Improve Work-Life Balance

Interactive training

“The training was also held in a conducive place in a comfortable hotel. Before attending the course, I knew nothing about secretarial and administrative skills. During the course, I learned ABC (Action, Belief, and Consequence). S0 I feel great after attending this course by iTrainingExper.com” – Rozma General Secretary – UIB Asia Labuan Ltd. 

“Before attending the course, I had no idea what I needed to do in terms of a secretarial job. During the course, I learned about how to improve my administrative and secretarial skills and understand my responsibilities as an administrator. I am really happy to join this Secretarial and Administration Training course by iTrainingExpert because it enhances my knowledge.” – Choong –Leon Fuat Hardware Sdn Bhd. 

“In the past, I felt inadequate in the secretarial skills. After attending the Secretarial and Administration Skills Training, I learned so much about how to be a professional secretary. The trainer is knowledgeable, polite, humorous.” – Jenny Kok , Secretary – Mammoth Empire Holdings Sdn Bhd. 

“Before I attended the course, I was not confident and also felt that my minutes writing and time management skills need attention. In the course, I felt good and applied the techniques which I learned back at my workplace. The trainer is an excellent trainer and he delivers his training very well.” – Sharon, Plant Coordinator – Malay-Sino Chemical Industries Sdn Bhd.   

“Before attending the course, I was too confident in my role as a Confidential Secretary to my CEO. During the course, I learned about how to deal with people. And now, I feel I can proactively make decisions back at my workplace. The trainer is excellent at coaching people. Thank you so much.” – Noor Fadzillah , Confidential Secretary – Bumi Armada. 

“I learned about how to manage stress and difficult people during this ‘Secretary and Administrative Skills” course in Malaysia.” Executive Assistant – Khazanah Nasional Berhad. 

“During the course, I gained new ideas on the secretarial and administrative responsibilities and felt motivated. I really benefited from the course. The trainer is knowledgeable and he is able to explain complicated things in a simple way.”  – Valerie, AVP – Bank of Tokyo-Mitsubishi (Malaysia) Berhad. 

“Before attending the course, time management was as challenge to me. During the course, I realized that listening and hearing skills are not the same after explained by the trainer. After the course, I have clear picture on the importance of a personal assistant in a boss’s life.”  – Marlene, Secretary – Dutch Lady Milk Industries Berhad

"Thumbs up for the trainer. She made me very comfortable. Excellent time management and fully covered all the topics within the time frame. Great and useful tips to practise in our routine life," - Clinical Instructor, Pantai Hospital Kuala Lumpur 

“I was worried that I couldn’t achieve or understand the workshop material. I was happy that it taught me about decision-making and that I learned something useful about my job scope. I particularly enjoyed the segment that focused on listening skills. He is patient and witty.” – Rina Liza Roslan, RHB Islamic International Asset Management Berhad. 

“I learned how to manage difficult people and making critical decisions based on critical situations. I feel more motivated after the course.” – Rozzana, Tech Asst, Petrofac