If your role requires you to juggle multiple tasks, communicate with diverse stakeholders and stay organised under pressure, this programme offers practical tools to help you work with greater clarity, efficiency and confidence.
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Designed for administrative and secretarial professionals, the programme strengthens productivity, business writing, time management, and emotional intelligence. Participants develop clearer workplace communication, improved organisation skills and the confidence to manage daily responsibilities effectively in modern office environments.
• Understanding the evolving expectations of administrative and secretarial roles.
• Building professionalism and service excellence mindset.
• Managing confidentiality, trust, and integrity in daily work.
• Planning daily tasks and managing multiple demands.
• Using prioritization tools (Eisenhower Matrix, ABCD Method).
• Learning to say “No” or renegotiate deadlines tactfully.
• Writing clear and concise internal and external messages.
• Handling phone calls, emails and memos professionally.
• Managing tone, courtesy and clarity in digital communication.
• Scheduling meetings, managing calendars and preparing documents.
• Coordinating across departments and managing follow-ups.
• Using checklists and systems for accuracy and consistency.
• Structuring short reports, notices and correspondence.
• Common grammar, punctuation and formatting corrections.
• Proofreading and editing for accuracy and professionalism.
• Staying calm and composed under pressure.
• Handling difficult people and sensitive situations.
• Developing empathy and diplomacy in communication.
• Identifying problems quickly and thinking critically.
• Applying the 5 Whys and simple root cause analysis.
• Presenting solutions confidently to supervisors or teams.
• Personal branding and maintaining a professional presence.
• Managing stress and staying motivated.
• Creating a personal action plan for continued improvement.
With over 25 years of experience in English language and communication teaching, Norshila is a former Senior Lecturer and Head of Department who served for three consecutive terms. She has designed and delivered a wide range of English courses for both local and international learners, and brings more than 30 years of training experience in business writing, presentations, and corporate English. Her professional training portfolio spans diverse industries, including hospitality, oil and gas, healthcare and government.
Unit T1-L16-1, Level 16, Tower 1, PJ 33 No. 3, Jalan Professor Khoo Kay Kim, Seksyen 13, 46200 Petaling Jaya, Selangor, Malaysia.
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