Interpersonal Skills for Secretaries Training Course
1Summary
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.
2Objectives and target group
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.
3Course Content
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.