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Skills for the Administrative Assistant Course



With Skills for the Administrative Assistant, Learners/trainers will become or teach new and aspiring administrative assistants the essential soft skills necessary to succeed in their careers. This two-day content rich course will help people who work in support positions to improve their performance in an office environment by teaching them interpersonal skills, including communication, first impressions, and personal management. You’ll also learn the importance of professional presence, techniques for being assertive, managing conflict, and dealing with difficult people.

Leraners/Trainers can customize all the materials in this course to match their company brand, add regional or industry stories and images, and more. Components include detailed activities in the learner/instructor guide, a student workbook, pre-assignment to engage learning early, assessments, pre-formatted slides, and more.

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Course outline-

How to Use This Guide

Session One: Course Overview

Session Two: Personal Best, Professional Best

The Importance of Appearance

First Impressions Count!

Session Three: Putting Others at Ease

Session Four: Distorted Thinking

Case Study: Angelique’s Thinking

Distorted Thinking

Session Five: The Steps to Feeling Good

Session Six: Understanding Assertiveness

What is Assertiveness?



Session Seven: Improving Your Assertiveness Skills

Session Eight: Communication Skills

Session Nine: Asking and Listening

Asking Questions

Active Listening

Session Ten: Non-Verbal Messages

Session Eleven: Writing Skills

The Four C’s

Punctuation Pointers

Letters and Memos

Session Twelve: Getting Ahead

What Employees Want

What Others Want

Session Thirteen: Self-Management


Making Connections

Time Management Tips

Where Do You Stand?

Organizing Your Workspace

Being Proactive

Session Fourteen: Setting Goals

Setting Goals with SPIRIT

A Personal Action Plan

Session Fifteen: Working as a Team

Vegetable Head


Session Sixteen: Working with Difficult People

Session Seventeen: Learning to Say No

Expressing Your No

Making Connections

Case Studies

Session Eighteen: Dealing with Stress

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan

What you get:

Learner/Instructor Guide

OurLearner/Instructor Guides are the core of each training course. They lay out the training in simple, easy-to-follow instructions. You can also customize the Learner/Instructor Guides in order to personalize your training.

Student Manual

Each Instructor Guide – for each course – is paired with a Student Manual that you can present to your participants. This customizable Student Manual gives each participant the student version of the course you will be learning/teaching.

Exercise Workbook

Whether or not you choose to introduce exercises into your learning/training is up to you as the learner/facilitator. In case you want to do this we offer you an Exercise Workbook (also customizable) that is specific to the course you are offering.

Sample Files

Each course title comes with a Lab Workbook loaded with activities and exercises to practice and reinforce the learners’ understanding of the course objectives. Pre-made Sample Exercise Files are provided for use with the Lab Workbook so that you, as the learner/trainer, do not have to prepare activity working files.

Powerpoint Deck

The course is designed to give you everything you need for use in the classroom or workshop. This includes the PowerPoint versions of all the courses, prepared for you in advanced.


Quick Reference Guide

Quick Reference Guides are a favourite tool for trainers to provide to their learners. Each Quest Reference Guide summarizes the most important elements in each course title down to two pages.