A single meeting, a single email, or a single handshake can define how an entire office is perceived. For anyone managing a senior executive's world — meetings, correspondence, events, and the people around them — that reputation is not a soft skill, it is the job. The Arab British Fellowship Training Academy built this course specifically for office managers, executive assistants and personal assistants who represent leadership every single day, whether they realize it or not.

Rather than treating etiquette as a list of rules to memorize, the course works through real situations: formal meetings, official events, difficult phone calls, tense negotiations, and everything in between. By the end, participants will be able to represent their organization with confidence in any setting, backed by a genuine understanding of the local and international protocols that senior-level work demands.

• Handle professional interactions in formal and informal situations with a consistently positive impact.
• Master local and international protocols and traditions for daily interactions.
• Run formal meetings and official events while keeping to professional etiquette.
• Communicate effectively by email, phone and official correspondence.
• Manage sensitive situations — conflicts, complaints, criticism — with tact and diplomacy.

Target Audience

• Executive office managers, executive assistants and personal assistants working with senior officials.
• Administrative and organizational professionals who deal with senior management.
• Event management specialists handling official occasions.
• Office managers who want to strengthen how they deal with clients, partners and their team.

Module 1: Why Executive Presence Defines Office Reputation

• How professional behavior and personal appearance shape a manager's and office's reputation.
• Building trust and mutual respect through consistent, appropriate conduct.
• Aligning appearance and dress with job status, and guidelines specific to executive managers.

Module 2: First Impressions and Everyday Courtesy

• Formal introductions and greetings, and interacting with senior officials and guests.
• Maintaining politeness and mutual respect in every situation, including with colleagues.
• Building strong, collaborative professional relationships across teams.

Module 3: Running Meetings the Protocol Way

• Preparing agendas, documents and resources for official meetings.
• Coordinating multi-party meetings and managing time effectively.
• Clear, concise communication and decision-making techniques during discussions.

Module 4: Clients, Partners and Diplomacy

• Protocol principles for dealing with clients and external partners.
• Active listening, respecting deadlines, and using diplomacy to solve problems.
• Balancing personal and professional values, and handling negotiation and pressure.

Module 5: Professional Writing, Phone and Voicemail

• Writing professional emails, official letters and clear responses.
• Formatting reports and documents intended for senior levels.
• Etiquette for official phone calls, delicate conversations and voicemail messages.

Module 6: Hosting Official Events

• Preparing events and celebrations, handling invitations and coordinating teams.
• Dining etiquette and proper conduct at formal luncheons and dinners.
• Networking and building professional relationships at social events.

Module 7: Handling Pressure, Criticism and Follow-up

• Managing conflicts, disputes and challenging situations calmly.
• Accepting and giving feedback in a respectful, constructive way.
• Following up after meetings with proper thanks and appreciation.