Cambridge
Academy
In London

Introduction

Effective administrative and secretarial professionals are essential to the smooth and efficient functioning of any organization. This course provides participants with foundational knowledge and practical tools to manage office operations, support executives, and maintain professional communication. Through interactive discussions and hands-on activities, learners will build confidence in handling administrative tasks, scheduling, and workflow management—while strengthening professionalism, accuracy, and time management in a modern office environment.

Course Objectives

• Strengthen core administrative and secretarial competencies

• Improve written and verbal business communication skills

• Enhance time, task, and calendar management abilities

• Build confidence in managing office documents and records

• Develop professional etiquette and customer service excellence

Target Audience

• New or aspiring administrative assistants and secretaries

• Office clerks transitioning into administrative roles

• Professionals seeking to refresh or upgrade office administration skills

• Junior staff supporting managers and teams

• Anyone seeking structured training in office administration

Course Outlines

Day 1: The Role of the Administrative Professional

• Understanding the modern administrative and secretarial role

• Professional etiquette and workplace expectations

• Communication essentials in the office environment

• Managing daily tasks, priorities, and workflow

• Activity: Personal role assessment + daily workflow improvement plan

Day 2: Office Communication & Business Correspondence

• Fundamentals of professional workplace communication

• Writing effective emails, memos, announcements, and notices

• Telephone and front-desk etiquette and professionalism

• Active listening, message-taking, and communication accuracy

• Workshop: Email and memo writing clinic + role-play communication scenarios

Day 3: Document & Record Management Excellence

• Organizing digital and physical filing systems

• Document formatting standards and proofreading techniques

• Version control, accuracy checks, and record integrity

• Using office tools to streamline documentation and workflows

• Practical activity: Create a filing and records plan + confidentiality checklist

Day 4: Time, Calendar & Task Coordination

• Advanced calendar management and scheduling best practices

• Planning meetings: agendas, materials, minutes, and follow-up actions

• Coordinating travel, logistics, and executive support tasks

• Productivity tools and methods for task tracking and reminders

• Activity: High-workload prioritization simulation + weekly planning template

Day 5: Professionalism, Customer Service & Problem Solving

• Customer service standards for administrative roles

• Representing the organization with confidence and professionalism

• Handling complaints and queries effectively (de-escalation basics)

• Problem-solving in common office scenarios and service recovery

• Final exercise: Personal action plan + course review and assessment