Developing Core Skills for Administrative Professionals and Secretaries

The role of Secretaries and Admin Professionals has evolved over the years

and the reputation that they have of simply needing to answer the phone,

file paperwork and greet office guests are long gone.

Secretaries and Admin Professionals today handle a broad scope of responsibilities and contribute to complex projects; they handle all of these while ensuring that office operations run efficiently and the critical role of supporting the high-level managers who are dependent on them is never overlooked.

MasterClass 3.0

Developing Core Skills for Administrative

Professionals and Secretaries

Speaker: Suzette Siapno

Management Consultant

Partner Speaker and Consultant, ARIVA Speakers Bureau

Thursday, September 17, 2020

PART 1: 10:00 AM – 12:00 NN PHT

Webinar Description:

This learning session aims to develop the key secretarial skills and administration skills required by the modern organization. It will equip them with the tools and checklist they need to overcome any major challenges at different organizational levels in today’s business environment. This learning session also helps the participants gain the latest expertise needed to excel in their role as an efficient administrative professional and secretary.

Webinar Objectives:

The specific objectives of this unique fun-filled learning experience are:

  • Understanding the role of secretaries and admin professionals in the modern business. 
  • Discover the different types of secretaries  
  • Enumerate, discuss and know how to be good at each of the 10 Core Skills for Secretaries and Admin Professionals

Key Benefits:

In this webinar, your participants and organization will be able to:

  • Perform their duties and responsibilities to the required standards of the profession. 
  • Establish a cooperative and productive partnership with colleagues from all levels. 
  • Effectively set priorities and manage time. 
  • Effectively manage change, conflict and interpersonal relations. 
  • Hone their Problem-Solving and Judgment Skills.

Webinar Outline:

A. The Evolving Role of Administrative Professional & Secretaries

B. Types of Secretaries – What Type of Secretary Are You?

C. The How’s and Why’s of the 10 Core Skills of an Exceptional Secretary and Admin Professional

1. Communication Skills

  • 3 elements of Interpersonal Communication
  • 10 Essential Business Telephone Skills
  • E-mail writing Tips

2. Client Service Skills

  • Developing interpersonal relationships
  • Business Etiquette

3. Problem-Solving Skills

  • EPGOP model

4. Detail-Oriented

  • Situationally Aware
  • Envisioning
  • Ask and Act

5. Adaptability

  • Flexibility with sudden changes

6. Organization Skills (TST)

  • TIME – Eisenhower Principle • SPACE – Organizing workspace for maximum productivity
  • TASK – Managing your Boss’ calendar

7. Proactive

  • Situational vs. Personal Anticipation

8. Team player Skills

  • IMBAC Model

As Secretaries and Admin Professionals, you are the go-to person solving problems, managing conflicts, and lending a hand. People and most especially your boss, depend on you because you are expected to be organized, you get things done, you’re friendly, you know the organization and you treat your colleagues with respect. With such a critical role to play in the organization, honing your communication and customer service skills as Admin Professionals and Secretaries is a must.

MasterClass 3.0

Effective Communication and Customer Care Skills

for Administrative Professionals and Secretaries

Speaker: Suzette Siapno

Management Consultant

Partner Speaker and Consultant, ARIVA Speakers Bureau

Thursday, September 17, 2020

PART 2: 3:00 PM – 5:30 PM PHT

Webinar Description:

This leaning session aims to develop the communication and customer care skills of Secretaries and Admin Professionals. As Secretaries and Admin Professionals, these are the two important skills that you need to be good at because these skills are the skills that will help you succeed given that you do not only come into contact with your boss but with different people every day – in person, on the phone, and even online.

Webinar Objectives:

The specific objectives of this unique fun-filled learning experience are:

  • Welcome one’s customer service role as secretaries and admin professionals to “internal customers” as they discover customer expectations. 
  • Possess a positive attitude towards work in general and customer service 
  • Know the best type of customer service provider 
  • Explain the importance of communicating effectively through spoken and written means. 
  • Know the impact of the 3 elements of interpersonal communication 
  • Enumerate techniques of positive communication  
  • Demonstrate via exercises the application of the tips and techniques for effective communication and customer care skills. 

Key Benefits:

Key benefits from attending this learning session:

In this session, your participants and your organization will be able to:

  • Greater understand the impact their role has in the organization 
  • Become more efficient and better equipped to deal effectively with both their internal and external customers 
  • Improve their customer service skills and/or acquire new ones. 
  • Increase their ability to resolve issues  
  • Allow them to save time on clearing up confusions caused by a breakdown in communication and can spend time on their job duties. 
  • Less likely to commit mistakes when communication is promoted in the workplace both through written and spoken means.

Webinar Outline:

A. Rediscovering Our Customers Service Roles as Secretaries and Admin Professionals

  • Identifying our customers
  • Customer needs
  • Myth vs. Realities of customer service 


B. What do Customers Expect From Us?

  • RATER Formula
  • Aim for Customer Service Excellence


C. 4 Customer Service Styles – Which One Are You?

  • KDC
  • CDK
  • DKDC
  • KC 

D. Powerful Customer Care Skills of Secretaries and Admin Professionals 

  • Active Listening
  • Know your Audience(s)
  • Present a warm friendly face
  • Confidentiality
  • Organizational know-how
  • De-escalating Interaction with difficult customers
  • Use common courtesies
  • Conduct Regular Follow-ups 


E. Communicating Effectively Through Spoken Means 

  • 3 elements of Interpersonal Communication
  • Types of negative communication
  • Avoiding Triggers of conflict
  • Positive Communication Tools 


F. Communicating Effectively Through Written Means 

  • Effective E-mail Writing Tips – Subject lines, Clarity, Conciseness & Proofreading


Introductory Ticket Price: 3,998 + VAT / Participant


Reserve Your Spot NOW and SAVE Php. 2,000

(Pay on or before September 03, 2020)

Bayanihan Rate: ₱ 1,998 + VAT / Participant



Enjoy a “Fun-filled” e-Learning experience, complete with online session materials

and e-certificate of attendance after online course completion.


  • Paypal / Gcash / Paymaya
  • Credit Cards / Debit Cards 
  • Bank Transfer / Electronic Funds / Telegraphic Transfer
  • Direct Bank Deposit: Cash and Cheque 

Click here for the PAYMENT GUIDELINES

Claiming eCertificates

An eCertificate of Attendance will be awarded to participants who successfully completed the entire Virtual MasterClass.

Survey Online Questionnaire will be emailed after the e-Learning Event for participants to give feedback.

An eCertificate of Achievement will be emailed to the registered email address of the participants upon completion of the online Feedback Form.

Please ensure email address provided during registration is accurate or eCertificates may not be received.

Online Certificates will be available 3-5 days after the e-Learning Event.



View the Upcoming FREE Live Webinars: Click Here…

Unlock Your Dream e-Learning Journey Now! Click Here…

Virtual MasterClass Series powered by ARIVA Academy



Did You Miss Our Live Webinars?

Watch the full session of our webinars and

get unlimited access on our YouTube Channels.

Subscribe to ARIVA Academy’s

YouTube Channel

Subscribe to ARIVA Talks

YouTube Channel



Stay on top of our insights and updates!

Join the ARIVA ACADEMY Facebook Group


facebook Page

Follow ARIVA ACADEMY LinkedIn Page

Visit our Website

FacebookLinkedInInstagramTwitterYouTubeEmail Address

ARIVA! Academy Philippines, Inc.

Betterliving Subdivision Brgy. Don Bosco, Parañaque City, 1711

Telephone: +632.8832-9901 | +632.8835-9354

Mobile: +63.917-325-7870