Target Audience

Secretaries, personal assistants, executive assistants and receptionists.
Programme Standards

- Maximum 8 attendees
- 30 days of one to one support
- Handouts
- Programme director/s with at least a Masters Degree in the subject
- Convenient morning timings or in-house at any time for a minimum of two bookings
- Can be configured to address a number of professions and industry sectors

Price

EUR495 ex VAT per participant.
Secretarial, Personal Assistant and Receptionist Masterclass​ 

PA, Secretarial and Receptionist Masterclass is a comprehensive, two half days programme addressed to assist modern Personal Assistants, Secretaries and Receptionists in fulfilling their demanding role in a pressurized organizational environment in a professional way.
Topics Covered

Understanding Communication & Emotional Intelligence at Work
The fundamentals of business communication in a hybrid and digital world.
The role of emotional intelligence in professional communication.
Active listening, empathy, and responding effectively in professional settings.

Phone & Digital Communication Excellence
Best practices for answering, filtering, and making business calls professionally.
Managing time-wasters and difficult calls with confidence.
The shift to digital: Handling video calls, online meetings, and voice notes professionally.

E-Mail & Instant Messaging for Efficiency and Results
Writing professional, clear, and impactful emails under time pressure.
Managing multiple email accounts and handling high-volume correspondence.
The dos and don’ts of instant messaging (e.g WhatsApp) in business.

Face-to-Face & Virtual Communication
Mastering in-person client interactions and reception duties professionally.
Professional body language and tone in a face-to-face or virtual setting.
Managing senior-level visitors, clients, and stakeholders effectively.

Working with Third Parties & External Service Providers
Assertively managing suppliers, contractors, and external professionals.
Negotiating deadlines, prices, and standards of service effectively.
Building productive working relationships with key external stakeholders.

AI Tools to Consider (NEW Programme)
We look at how to use AI Tools to boost productivity, work more professionally and harness the power of AI in day to day tasks from creating MS Reports, answering challenging customer service complaints and delegating work via check lists, travel bookings, social media content creation and a myriad of other use using free to use programme.

Security, Confidentiality, and Professional Ethics
Managing access control and safeguarding senior management confidentiality.
Handling sensitive information securely in emails, documents, and conversations.
Ethical considerations in workplace confidentiality and business professionalism.

Task & Priority Management in a Fast-Paced Workplace
Prioritising tasks effectively and managing multiple responsibilities under pressure.
Dealing with interruptions and last-minute requests without losing focus.
How to set clear boundaries while maintaining a helpful attitude.

Time & Workflow Management in a Digital Age
Smart scheduling and calendar management for optimal productivity.
Automating routine tasks using modern tools and technology.
How to manage unplanned tasks without disrupting planned work.

Stress Management & Workplace Resilience
Techniques to manage stress in high-pressure environments.
Preventing burnout while maintaining high performance.
How to develop resilience and maintain work-life balance.

Meeting Organisation, Preparation, and Digital Collaboration Tools
Best practices for scheduling and preparing meetings efficiently.
Using the ABC-Minuting Technique for accurate and concise meeting records.
Using tools like Google Calendar, Microsoft Teams, and Zoom for hybrid meetings.

Handling Difficult Clients & Conflict Resolution
Strategies for managing demanding clients while protecting the brand.
Diffusing tense situations with professionalism and assertiveness.
Setting clear boundaries while delivering excellent customer service.
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Mastering Business Etiquette & Professionalism in the Digital Age
Modern business etiquette: Email, phone, and video call best practices.
The impact of personal branding and professional image at work.
The importance of discretion and diplomacy in executive support roles.