Course Outline 

Module 1: Foundations of Modern Administration and Office Management

• Role and responsibilities of modern administrators and secretaries

• Core competencies for administrative professionals

• Principles of effective office administration

• Office organization and workflow management

• Managing office resources and supplies

• Professional conduct, ethics, and workplace etiquette

• Confidentiality and information handling

• Managing administrative procedures and controls

• Building a professional image

• Working effectively with managers and teams

• Case Study: Participants assess an inefficient office environment and identify practical measures for improving workflow, organization and administrative support.

Module 2: Communication, Correspondence and Professional Workplace Interaction

• Principles of effective workplace communication

• Verbal and non-verbal communication

• Active listening and interpersonal communication

• Professional telephone etiquette

• Email management and professional email writing

• Business letters, memos, notices, and internal communications

• Handling visitors and clients professionally

• Managing difficult conversations

• Communication barriers and solutions

• Professional etiquette in virtual communication

• Practical Activity: Participants prepare a range of professional workplace communications and respond to common administrative communication scenarios.

Module 3: Time Management, Organization and Executive Support

• Principles of effective time management

• Task prioritization and scheduling

• Managing urgent and important tasks

• Diary and calendar management

• Appointment and meeting scheduling

• Managing interruptions and competing demands

• Follow-up and task tracking

• Travel and accommodation arrangements

• Supporting managers and executives effectively

• Personal productivity techniques

• Case Study: Participants manage a simulated executive schedule involving conflicting appointments, urgent requests, meetings, and travel arrangements.

Module 4: Records Management, Meetings and Administrative Coordination

• Principles of records and information management

• Physical and electronic filing systems

• Document classification and retrieval

• Managing incoming and outgoing correspondence

• Records retention and confidentiality

• Meeting planning and coordination

• Preparing meeting agendas and supporting documents

• Minute-taking techniques

• Action-point tracking and follow-up

• Coordinating events and administrative activities

• Practical Activity: Participants organize a management meeting, prepare the agenda and supporting documents, record minutes and develop an action-tracking schedule.

Module 5: Customer Service, Digital Productivity and Professional Effectiveness

• Principles of administrative customer service

• Managing customer expectations

• Handling complaints and difficult clients

• Building positive workplace relationships

• Teamwork and collaboration

• Problem-solving and administrative decision-making

• Digital tools for administrative productivity

• Electronic calendars, document management, and collaboration tools

• Introduction to automation and AI tools for administrative work

• Managing stress and workplace pressure

• Continuous professional development

• Developing an individual administrative improvement plan

• Practical Activity: Participants develop a personal administrative effectiveness action plan identifying specific improvements they will implement in their workplace.