Technical know-how only gets a secretary so far — the real test is how they handle a difficult caller, an impatient visitor, or a manager under pressure. This Training Course is built around exactly that: the interpersonal side of the job that determines whether an office feels organised or strained.

Through interactive exercises, role-play, and case studies, participants build real confidence in handling difficult situations — active listening, relationship management, conflict resolution, and cultural awareness among them. They leave able to foster stronger working relationships, manage conflict without losing composure, and help shape a more positive office culture.

What the Course Covers

• Stronger interpersonal communication for better day-to-day office interactions.
• Building relationships with colleagues, clients, and executives that foster a positive work environment.
• Conflict resolution techniques for managing challenging situations calmly.
• Active listening, adaptability, and professional etiquette across diverse office settings.
• Teamwork and a proactive approach to relationship management in the office.

Who Should Attend

• Secretaries and administrative assistants wanting to sharpen their interpersonal skills.
• Office managers and administrative support staff aiming to improve team dynamics.
• New secretaries building a strong foundation in communication and relationship building.

Module 1: Interpersonal Skills — Why They Matter and How They're Built

• Why strong interpersonal skills matter so much for secretaries specifically.
• Communication styles and how they shape working relationships.
• Verbal and non-verbal cues — tone, body language, and how to read them.

Module 2: Active Listening and Empathy

• Developing active listening skills for better understanding.
• Showing empathy in a way that builds trust rather than just appearing polite.
• Responding effectively to feedback and requests.

Module 3: Etiquette, Diplomacy, and Staying Adaptable

• Best practice for professional interactions and everyday office etiquette.
• Staying tactful and composed under pressure.
• Adjusting to different personalities and office dynamics without losing consistency.

Module 4: Handling Conflict Without Losing Composure

• Identifying the real root causes of workplace conflict.
• Techniques for addressing disagreements calmly and constructively.
• Mediating disputes toward genuinely win-win outcomes.

Module 5: Relationships That Last

• Building positive, durable relationships with colleagues and managers.
• Why reliability, transparency, and trustworthiness matter more than charm.
• Strengthening office culture through everyday supportive interactions.

Module 6: Teamwork Across Cultures

• The secretary's role in team dynamics and cross-departmental collaboration.
• Understanding cultural differences and communicating inclusively.
• Avoiding bias and building a genuinely welcoming environment.

Module 7: Practice — Role-Play and Real Scenarios

• Role-play exercises built around real communication challenges.
• Group discussions exploring conflict resolution in practice.
• Case studies on interpersonal skills that worked — and some that didn't.

Participants who complete the programme receive a certificate from the Arab British Fellowship Training Academy.