Candidates consider the primary functions and duties of the PA, examining the services they provide for the people they support. Common reasons why people seek the services of PAs and personal secretaries are also discussed, along with the cornerstones of quality PA support.

The importance of well-honed telephone skills is assessed in the second module, which examines the basics of good telephone etiquette and the potential challenges associated with telephone communication. The types of calls an executive PA is expected to handle on behalf of those they represent are also discussed.

Module Three examines the logistics involved in shipping and mailing management as a secretary or PA, emphasising the pros and cons of several major shipping methods. The use of private couriers over conventional mailing services is examined, along with how to ensure the safe and prompt delivery of various types of consignments.

Candidates are then guided through the process of making domestic and foreign travel arrangements on behalf of those they support. The advantages and disadvantages of booking via travel agents are discussed, including tips and pointers for picking the right travel agent to work with.

The art of effective meeting management follows in Module Five, which details and discusses a variety of meeting types and their functions. Several tools and techniques are presented for simplifying the organisation of meetings, and how to plan ahead for most common complications.

Module Six highlights the importance of making efficient use of all time available, along with how establishing a routine can hold the key to good time management. Candidates also learn how to create an activity list, put an end to procrastination and prioritise tasks more confidently.

A look at the potential benefits and drawbacks of digital filing systems compared to traditional record-keeping practices follows in Module Seven. Standardised approaches to filing and indexing records are presented and discussed, alongside the potential consequences of substandard record-keeping.

Business letter-writing is then brought into discussion, which discusses the functions, objectives, characteristics, layouts and distinctive features of the major types of business letters. Tips for ensuring business letters are always opened and closed appropriately in accordance with the purpose of the document are also provided.

Several further types of written communications and business documents are then outlined, including the potential advantages and disadvantages of e-mail. Candidates are also familiarised with the use of memorandum reports, the functions of various external communications and more.

The formula for consistently impactful presentations is examined in the tenth module, which highlights forward planning as the single biggest factor for successful presentations. Candidates also learn how to use visual aids, get a presentation off to a good start and hold onto the attention of those in attendance throughout.

Module 11 provides practical pointers for better communication skills, with strong focus on the effective use and interpretation of body language. Demonstration cues and other types of nonverbal communication are discussed, along with the importance of confidence for effective communication.

The communication theme continues into Module 12, which takes an in-depth look at the importance of active listening. The distinction between active listening and passive hearing is examined at length, along with several activities for building better listening skills and how to ask the right questions when conversing with others.

The fundamentals of effective office admin follow in Module 13, which examines each of the main responsibilities handled by a secretary or PA. Candidates learn how to take confident control of a long list of everyday office admin tasks, whether working independently or as part of a team.

Office management and supervision as an executive PA is then discussed, highlighting the importance of confident leadership skills and a personable character. Activities and initiatives for establishing trust and respect in a working team are discussed, alongside the basics of workplace ethics.

Module 15 examines the accountancy and money management responsibilities of the secretary or PA, which often include financial planning, budgeting and detailed record-keeping. Candidates also consider the value of being a confident decisionmaker when working as a professional PA.

A fascinating look at the human response to anger follows in Module 16, which questions why we get angry, what makes us angry and what can be done to keep anger under control. The importance of taking a proactive approach to anger management is discussed, along with the potential consequences of failing to control anger.

Exercises for alleviating stress and keeping cool when faced with a crisis are presented in Module 17. Candidates consider the most common causes of stress in the workplace, the impact excessive stress can have on human health and how stress cannot be avoided in most workplace environments.

Module 18 continues along similar lines, discussing the diplomatic approach to dealing with difficult people. Adopting the right attitude when faced with challenging scenarios is also discussed, alongside a step-by-step guide to effective conflict resolution, and how to diffuse even the most heated and volatile situations.

Module 19 conducts a more in-depth assessment of workplace ethics, including how to develop and implement a workable office code of ethics. Several major benefits and challenges associated with business ethics are presented and discussed, including tips for dealing with common ethical crises in the workplace.

Candidates then learn how to conduct themselves confidently and appropriately in a number of everyday settings, including business meetings and when attending business dinners. The importance of making the best possible first impression and leaving a positive lasting impression is also discussed.

A variety of helpful tools, resources and strategies for more effective planning are presented in Module 21, which also discusses scheduling as a priority for the professional PA. Breaking larger projects down into smaller component tasks with an effective ‘Work Breakdown Structure’ is also covered.

The course concludes with a brief look at the basic MS Office skills every secretary and PA needs to perform their duties. Course content covers the fundamentals of MS Word, MS Excel and MS PowerPoint, while discussing the tasks each of these apps can be used to perform on a day to day basis.