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Office Professional Development Programme

This training programme has been designed for all employees operating in South African businesses today who are required to deal with office administration, internal and external clients, organising, planning and assisting.

The programme consists of 6 Modules of one full day training per module that covers all aspects of importance to this very important role and will give delegates not only the information they require to continuously improve their performance and the value they bring to their organisation, but also practical tools and tips that they can implement as soon as they get back to their workplace.

All delegates will receive a comprehensive manual, notebook and pen per module and a framed certificate of attendance at the conclusion of the programme.

Office Professional

Who should attend?

  • Personal Assistants
  • Secretaries
  • Office Administrators
  • Project Administrators
  • Receptionists
  • Frontline Staff

Training Outline

Module 1: Office Professional Masterclass

Your role and impact in the organisation

  • Understand the importance of your role in the organization
  • Understand your job requirements
  • Identify areas where you can add value
  • Focus on how the role has evolved
  • How does my role add value to the organisation?
  • Define areas of responsibility using the RACI matrix
  • Determine the critical success factors to fulfill your roles

Self-Management to improve your skills

  • Personal branding
  • The power of the first impression
  • Building your personal power to work smarter
  • How to market yourself and increase your visibility
  • Dress for Success

Managing Change and Diversity

  • The dynamics of cultural diversity
  • Dealing with change and transformation
  • Breaking old patterns and developing new mindsets

Managing Business Events

  • Business Etiquette in all situations
  • Managing Hospitality
  • Introduction to event planning and event planning checklist
  • Seven steps to a successful company event
  • How to set up a conference room
  • How to deal with VIP’s and entertainers
  • How to plan, budget and book
  • How to handle registration efficiently
  • How to prepare for unexpected situations

Module 2: Effective Business Writing for today’s Office Professional


  • Introduction to effective writing
  • Understand your audience and your reason for writing
  • Use positive words and phrases and sell benefits
  • How to begin and end business writing
  • The magic of 5 “w’s” and 1 “h”
  • Understand and implement proper e-mail etiquette
  • Electronic writing etiquette tips, including sms, web and blogs
  • Basic report writing techniques

Using plain English: style

  • Improve Readability
  • Sentences and paragraphs
  • Bullet points and enumerated lists
  • 10 rules for writing numbers and numerals
  • Using the simplest words and expressions possible
  • How to avoid jargon
  • Verbs versus nouns
  • Using active rather than passive style
  • Explain your ideas clearly
  • The most overused business clichés

Using plain English: the mechanics

  • Avoiding common vocabulary and spelling errors
  • 100 most misspelled words in English
  • Acronyms – what to avoid
  • Editing – spell-check will not fix everything!
  • Punctuation, capitalisation and other language tips
  • Commonly confused words

Practical Exercises and applications

Module 3: Time and Stress management for the busy Office Professional

Benefits of time management

  • Why should I manage my time better?
  • Identifying your own time wasters
  • Managing external time wasters
  • How to implement time management to deal with bosses and co-workers

Principles of time management

  • Balance
  • Planning and organising
  • How to avoid procrastination
  • Prioritising
  • The art of delegating effectively

Practical implementation of time management

  • Learning to manage your own time wasters
  • Use the Yohari window principles to plan and execute
  • Goals vs. results
  • Turning plans into action
  • Measuring your productivity
  • Using to-do lists effectively
  • Using technology to “win” time
  • Implement a time management plan

Stress management

Understanding stress

  • What is stress
  • How can I recognise stress in myself?
  • Analyse your own stress profile
  • Different types of stress (personal, business, environment, organisational)

Managing stress

  • Methods of personal stress management
  • How can I relieve stress in myself and others?
  • Stress and conflict
  • Stress and anger
  • Stress in the workplace
  • Proactive strategies and techniques to counteract negative stress
  • Strategies to use stress productively and positively
  • Implement a stress management plan

Module 4: Improve your confidence and assertiveness to improve efficiency


  • What is confidence?
  • Our self-concept affects our self-confidence
  • Dealing with past “failures” and low self-confidence
  • Self-confidence and life skills
  • How can I project confidence even if I don’t yet feel confident?
  • How to create the right impression
  • How to look and behave
  • How to enter a room
  • How to greet people
  • How to strike up a conversation
  • Analyse your own levels of confidence in various situations
  • Practical ways to enhance your confidence
  • High Levels of Self-Confidence are Important – But Why?
  • Factors that increase self-confidence
  • Creating a positive outlook
  • Creating a personal belief system
  • Essential steps to increase your confidence levels – How to ensure you get what you want


  • What is assertiveness?
  • Assertive Versus Unassertive and Aggressive Behavior
  • Analyse your own assertiveness levels – How to be more assertive
  • How to turn aggressive behaviour into assertive behaviour
  • Changes you can expect from being assertive
  • How to sell yourself and your ideas in an assertive manner
  • How to manage conflict in an assertive manner
  • Essential steps to increase your levels of assertiveness
  • Key Life Skills – self assessment

Practical Exercises, Tips and Tools

  • How to communicate confidently
  • How to have a difficult conversation with your boss, colleagues, friends or family
  • Tips for being assertive – How to become the person you want to be
  • How to deal with difficult situations in a confident, assertive manner

Module 5: Effective Customer Care and Business Communication Skills

The importance of customer service to sustained business success

  • What is excellent customer service?
  • Customer service principles to deliver exceptional customer service
  • Do’s of customer service
  • Most important elements of service delivery
  • Nothing is sweeter than your own name
  • Key competencies staff need for excellent customer service

What are the new trends in customer service?

  • 4 C’s of customer needs
  • 3 R’s for exceeding customer expectations
  • Rater principle and the customer pyramid
  • The 6 basic needs of customers

Effective Communication and listening skills

  • What is effective and successful communication
  • Verbal, written and non-verbal behaviours
  • The 7 top barriers to effective communication
  • How to listen actively
  • The importance of feedback and how to encourage feedback
  • How to use written communication effectively including e-mail
  • How to calm down an angry customer
  • How to have a difficult conversation
  • How to turn complaints into opportunities

Practical implementation – Role-plays and mock telephone interactions

How to stay calm and rational when faced with an angry or difficult customer using the skills and techniques learned from the first session.

  • Face to face interaction with the customer
    • The importance of body language
  • Telephone skills
    • Voice projection
    • Zero tolerance behaviour

Module 6: Effective Meeting organisation and Minute Taking

Workshop Outline:

  • Write and distribute minutes with confidence.
  • Understand best practice theories to prepare for meetings and write effective minutes.
  • Clearly identify your role before, during and after the meeting.
  • Identify positive strategies to listening & summarising.
  • Deal with jargon and technical language & grammar professionally.
  • Identify different methods of Minute Taking and organising your material.
  • Learn techniques to identify and highlight important points in a clear concise language.
  • Ensuring a meeting is successful – what role will you play?
  • Arranging the meeting, Agenda setting, Minute taker
  • The meeting cycle and structure of a meeting
  • Agenda setting with example layouts
  • Do’s & don’t – effective note taking
  • Layout of Minutes with example layouts
  • Practical Exercises
  • Business English
  • Punctuation
  • Grammar


Additional Information

Course Duration: 11 Days

Presented : In-house and online



  • Comprehensive manual
  • Framed certificate of attendance
  • Notepad & Pen
  • Superior training venue with delicious lunch, teas and refreshments

Contact us for more information