Our Courses
Introduction to Secretarial & Receptionist Training
Course Introduction
The role of a secretary or receptionist goes beyond answering phones and managing schedules—it is a critical position that requires excellent communication skills, professionalism, and an understanding of customer service principles. This course offers an in-depth exploration of the skills and responsibilities required for success in these essential roles. Participants will also learn about effective call handling, email etiquette, conflict management, and professional behaviour in the workplace, as well as the importance of customer service and compliance with the Protection of Personal Information Act (POPIA).
Course Objectives
By the end of this course, participants will be able to:
- Understand the purpose and value of a secretary or receptionist within an organization.
- Identify the typical responsibilities of a secretary or receptionist.
- Recognize and apply the key skills needed for success as a secretary or receptionist.
- Understand the concept of professional etiquette and how to apply it in everyday work.
- Learn the 7 P’s of Call Handling Excellence to improve phone communication and client interaction.
- Master email etiquette to ensure professional, clear, and effective email communication.
- Understand the definition of customer service and creating positive customer experiences.
- Learn why customer service is crucial for building relationships and sustaining business growth.
- Identify and apply the 5 conflict management styles to handle workplace disagreements effectively.
- Gain knowledge of the POPIA (Protection of Personal Information Act).
- Learn the principles of One Minute Management and how to apply them.
Who Should Attend
This course is ideal for:
- Secretaries and Receptionists looking to enhance their professional skills.
- Office managers seeking to refine their communication, organizational, and management abilities.
- Customer service representatives who want to improve their customer skills.
- HR professionals and team leaders involved in managing administrative staff.
- New employees entering administrative or customer service roles who want to develop essential skills for success in their careers.
- Managers interested in learning practical tools to enhance team performance, conflict resolution, and time management.
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