In many organizations, the first impression a client, partner, or visitor forms is shaped entirely by a secretary's phone manner or a public relations officer's handshake at the door. That single moment of contact carries more weight than most executives realize, and getting it wrong is rarely forgotten. This is precisely the gap this training course, delivered by the Arab British Fellowship Training Academy, is built to close.

Rather than treating administrative work and public relations as separate disciplines, the course brings them together around one central idea: both roles exist to project order, respect, and credibility on behalf of the organization. Participants move through practical routines, from organizing a manager's calendar to greeting an official delegation, learning the etiquette and administrative technique required for each.

By combining hands-on office skills with the protocol expected in formal settings, the course prepares secretaries and public relations staff to handle the full range of situations they face daily, from a ringing phone to a visiting dignitary, with the same level of composure and professionalism.

Is This Course Right for You?

• You work as an executive secretary or administrative assistant and want a more structured approach to the role.
• You handle public relations, protocol, or ceremonial duties on behalf of your organization.
• You are based in an executive office or senior management department and interact with visitors and officials regularly.
• You want to build the professional presence needed for a more senior administrative or PR role.

What You Will Be Able to Do Afterwards

• Run the administrative side of an executive office confidently, from scheduling to filing.
• Communicate clearly and professionally with colleagues, clients, and senior officials, in person and remotely.
• Apply the etiquette standards expected in meetings, formal events, and hospitality settings.
• Organize meetings and correspondence in a way that keeps information secure and easy to retrieve.
• Stay composed and professional even when the workload or the situation gets tense.

Module 1: Why the Front Office Matters

• How executive secretarial work differs from general secretarial roles.
• What makes a secretary or PR officer stand out professionally.
• Confidentiality and discipline as the foundation of the role.
• The impact of public relations on the organization's overall image.

Module 2: Everyday Organizational Skills

• Daily and weekly planning principles.
• Calendar tools and prioritizing urgent versus important tasks.
• Manual and electronic filing systems.
• Classifying documents and protecting sensitive information.

Module 3: Writing That Works

• Structuring administrative correspondence clearly and professionally.
• Standard responses to inquiries and complaints.
• Preparing meeting and follow-up reports.
• Formatting and finalizing reports for distribution.

Module 4: Communicating with Confidence

• The elements of effective communication and active listening.
• Reading non-verbal cues and adapting to different personalities.
• Phone etiquette and managing email correspondence.
• Handling formal digital inquiries professionally.

Module 5: Running Effective Meetings

• Preparing agendas and scheduling attendees.
• Coordinating logistics and required materials.
• Recording and distributing minutes accurately.

Module 6: Welcoming Visitors and Office Etiquette

• Etiquette for greeting official guests and arranging hospitality.
• Coordinating visits with other departments.
• Respecting organizational hierarchy and workplace appearance standards.

Module 7: Etiquette in Client and Public Interactions

• Greeting, introduction, and formal courtesy.
• Handling sensitive or difficult situations tactfully.
• Building trust through consistent, polite communication.

Module 8: Organizing High-Level Events and International Hospitality

• Managing attendance, seating, and welcome arrangements.
• Arranging flags, logos, and protocol details.
• Receiving international delegations and respecting cultural differences.
• Dress codes and formal communication at official events.

Module 9: Staying Composed Under Pressure

• Self-awareness and managing emotional reactions at work.
• Techniques for handling multiple urgent tasks without losing quality.
• Building positive working relationships within the team.

Module 10: Shaping a Positive Organizational Image

• The role of front-office staff in first impressions.
• Handling complaints and feedback effectively.
• Writing press releases and liaising with media outlets.
• Organizing conferences and strengthening external relationships.

Module 11: Digital Tools for the Modern Office

• Using calendar and task management tools such as Outlook, Google Calendar, Trello, and Asana.
• Applying cloud computing tools to daily administrative work.
• Managing social media professionally and automating routine responses.

Module 12: Building a Lasting Professional Identity

• Initiative, self-organization, and continuous learning.
• Balancing professional appearance with substance and punctuality.
• Commitment to institutional values and long-term professional conduct.