Objectives:

Upon successful completion of this course, participants will be able to:

• Write clear, professional, and purpose-driven business documents (emails, memos, reports).
• Apply principles of persuasive and professional writing to influence stakeholders.
• Master techniques for active listening and asking clarifying, effective questions.
• Deliver verbal communications, presentations, and updates with confidence and clarity.
• Navigate and resolve communication-based conflicts and misunderstandings professionally.
• Structure, write, and present data-driven administrative reports effectively.
• Tailor communication style to various audiences, mediums, and cultural contexts.
• Utilize technology for efficient, professional virtual and digital communication.

Target Audience:

• Administrative Assistants and Secretaries
• Office Managers and Coordinators
• Anyone responsible for writing internal or external communications
• Staff who frequently interact with senior management or clients
• Professionals looking to improve their public speaking and presentation skills
• Employees involved in report generation and data presentation

• Writing workshops with peer and instructor feedback on business documents
• Role-playing scenarios for difficult conversations and conflict resolution
• Video recording and critique of short presentation deliveries
• Individual exercises focused on editing, proofreading, and tone correction
• Group report writing simulation and data visualization practice
• Active listening and non-verbal communication skill-building exercises
• Case studies on major organizational communication failures and successes

Unit 1: Foundations of Professional Written Communication

• Applying the "You" attitude and focusing on audience needs.
• Strategies for achieving clarity and eliminating unnecessary jargon or verbosity.
• Mastering appropriate professional tone for various communication mediums.
• Editing and proofreading techniques for error-free, high-impact documents.

• Developing effective subject lines and optimizing email structure.
• Managing high-volume inboxes and setting professional email boundaries.
• Understanding netiquette for internal chats, instant messaging, and virtual meetings.
• Handling sensitive information and confidentiality in digital formats.

Unit 2: Strategic Reporting and Documentation

• Defining the purpose, audience, and scope of an administrative report.
• Organizing report data logically: introduction, findings, conclusions, recommendations.
• Using visual aids (charts, graphs, tables) effectively to present complex data.
• Writing compelling executive summaries and impactful recommendations.

• The importance of accurate meeting minutes and action item tracking.
• Writing clear, professional policies, procedures, and instructional guides.
• Maintaining a system for historical communication and documentation retrieval.
• Synthesizing information from multiple sources for cohesive documentation.

Unit 3: Interpersonal Communication and Active Listening

• Projecting confidence through voice, posture, and non-verbal cues.
• Techniques for speaking clearly, enunciating, and modulating pace and volume.
• Delivering impromptu updates and handling Q&A sessions effectively.
• Structuring a compelling and concise verbal message (e.g., elevator pitch).

• Differentiating between hearing and truly listening for understanding.
• Using verbal and non-verbal cues to show engagement and empathy.
• Mastering paraphrasing and summarizing to confirm understanding.
• Asking strategic, open-ended questions to gather complete information.

Unit 4: Navigating Difficult Conversations

• Identifying the root causes of communication breakdowns and conflict.
• Using I-statements and non-judgmental language to discuss issues.
• De-escalation techniques for emotionally charged or high-stress situations.
• Providing constructive feedback to colleagues and managers professionally.

• Understanding high-context vs. low-context communication styles.
• Tailoring communication for clarity across cultural and linguistic differences.
• Communicating effectively with senior management (brevity and focus).
• Managing expectations and delivering unwanted news tactfully.

Unit 5: Presentation Skills and Professional Influence

• Planning and outlining a presentation for maximum audience engagement.
• Designing visually appealing and professional presentation slides (PowerPoint/Keynote).
• Mastering techniques to manage stage fright and project confidence.
• Engaging virtual audiences during remote presentations and webinars.

• Building rapport and establishing professional credibility with stakeholders.
• Using persuasive language to gain buy-in for administrative initiatives.
• Networking and building professional relationships through communication.
• Understanding organizational politics and communicating strategically.