The speed of change is increasing. The momentum of work is getting faster. Employees must change to a similar rate to reach the company’s goals. Let them understand why this is so and how they can reach their highest potential ever imagined.

This program is to impart important skills and knowledge required for secretaries and administrative assistants through learning the much-needed techniques, and use them effectively to achieve the company’s goals and produce positive results.


At the end of this workshop, participants will be able to:

  • Understand your role and responsibilities in achieving your own and company’s goals
  • Identify current work challenges and overcome them with confidence
  • Communicate effectively and be able to give constructive feedback
  • Handle calls in a courteous and professional manner
  • Effectively carry out planned daily tasks with efficient time management.
  • Manage stress by accepting changes and move forward


The Office and You

  • What is office management? 
    • Planning, organizing, guiding, communicating, directing, coordinating &controlling activities
  • Why is office management important? 
  • Challenges at workplace
    • Identify new challenges at workplace
    • How can we accept these new challenges?


Roles and Responsibilities

  • Understand your roles and responsibilities in achieving company’s goals
    • List down your responsibilities and tasks involved
    • Improve multitasking skills
  • Essential skills at workplace
    • Identify essential skills in achieving your responsibilities 
  • Positive qualities of an employee
    • Rate your work qualities 


Interpersonal and Communication Skills

  • Johari’s Window – understanding oneself 
  • Communication process
  • Barriers to effective communication 
  • Communicating effectively with others 
    • Identify your communication and personality style (P.E.D.O analysis)
    • Identify other’s communication style and use the best method to effectively communicate with them
  • Effective listening skills
  • A 5 steps method to giving a constructive feedback


Professional Telephone Etiquette

  • Your voice and posture
    • Elements of your voice
    • Body posture – when answering calls
  • Making calls  
    • Plan your calls
    • Delivery of good and bad news
    • Internal & external calls
    • Phrases to use
  • Receiving calls
    • How soon to answer?
    • Greeting phrases
    • Screen calls with relevant questions
    • Transfer calls, putting on hold – phrases to use
    • Managing objections
  • Taking and giving messages 
    • Materials required
    • Important information
    • Assure message is conveyed


Time Management

  • Understanding the importance of time management
  • Identify time wasters and managing them 
  • Plan your daily activities 
    • Prioritize and schedule
    • Important vs urgent tasks
    • Follow-up
  • Set SMART goals


Managing Stress

  • Essentials of change 
  • Why do we resist changes? 
    • Identify fears of the unknown
    • Benefits of stepping out of comfort zone
  • Personal change model 
  • The change process – visualization, affirmation, positive thinking 
  • Adapting to changes


  • Secretaries
  • Administrative assistants
  • Personal assistants
  • Clerks
  • Support staff


  • Mini lectures

  • Brainstorm

  • Discussion

  • Individual activity

  • Chat-box

  • Role-play

  • Presentation.


To customize a program for your team,
Call +6011 3340 6839,
Email info@stratford.com.my

Want to know more?

Drop us a message and we will get back to you!