The primary duties and responsibilities of the professional PA are explored in the first module, which also examines the relationship between the secretary and their employer. Along with the knowledge and skills needed to succeed as a PA, preferential personal traits and qualities for advanced administrative personnel are also discussed.

An introduction to advanced telephone skills follows in module two, in which candidates discuss the importance of a good telephone manner. Additional topics introduced include handling high call volumes, taking messages, redirecting calls, screening calls, dealing with challenging callers and more.

Module three provides a detailed introduction to office mail and shipping responsibilities, in which candidates learn how to ensure every consignment reaches its intended destination in a safe and timely manner. A variety of postage and packaging considerations are also introduced, along with how to effectively handle domestic and international mail.

The fourth module provides helpful tips and guidelines for making travel arrangements on behalf of others, incorporating the advantages and disadvantages of working with travel agents. Candidates learn how to select the most appropriate method of transportation, make hotel bookings, communicate special requirements and handle unexpected issues.

Several common types of business meetings and general business events are discussed in module five, in which candidates explore the event planning process from the perspective of a PA. Course content covers venue selection, allocating appropriate dates and times for events, issuing invitations, dealing with cancellations and more.

Module six guides candidates through the process of creating a helpful ‘to-do’ list, while discussing the potential consequences of procrastination as a PA. Helpful tips and guidelines for improved time management are discussed, along with the role of an ‘action plan’ in a wider time management strategy and the negative effects of poor time management.

The record keeping responsibilities of a PA or secretary are discussed in module seven, which explores the advantages and disadvantages of hard copies vs. digital documents. The importance of backing up important files on a regular basis is also discussed, along with an introduction to the Dewey decimal classification system and its benefits.

The art of writing effective business letters is dissected and discussed in module eight, which introduces candidates to various types of written letters and email communications. The differences between personal and professional letters are discussed, along with how to effectively ‘sign off’ a business letter in an appropriate and professional manner.

Concluding the course, module nine brings a series of additional written communications into discussion, including internal memorandums and letter reports. The inclusion of a bibliography in key business communications is also discussed, along with the key differences between internal and external communications.