Administrative Assistant

Course Details


Learning Path: Administrative Support

Duration: 5 Day(s).

Course Overview

Administrative Assistant

Starting a new career is an exciting time that can also be a bit overwhelming. You will have a new routine, new tasks, and new goals, along with a full list of to-do items as you settle in. You’ll be learning your way around the workplace. At the same time, you’ll be discovering what it means to have a customer service mentality, be an ambassador of your organization, and exemplify your workplace culture. All this, and you need to be organized, efficient, multi-tasking, and flexible. This career certification course will prepare you for these roles and responsibilities so you’re ready – with confidence – on the first day of your new job

You will learn the critical skills necessary to perform administrative and office support activities, help support your supervisors and assigned team members stay organized, on-schedule, and effective. You will learn many organizational, time management, and communication skills you’ll need to apply immediately. You’ll also gain confidence in the essential workplace skills you need to perform your day-to-day responsibilities and achieve long-term career success. These essential skills include communication dynamics, getting along with co-workers, working on teams, and maintaining strong professional ethics .

The course is designed to prepare learners for the KWP Certified Administrative Assistant exam and earn the designation, Certified Administrative Assistant, KWP-AA. The goal is for the learner to be job-ready for an entry level position as an administrative assistant as defined in the KWP Standard Job Description. 

Endorsed by  


Learning Objectives

High Level Learning Objectives
The course covers all career competencies and skills across the primary categories. You will:

  • Understand and apply performance attributes and metrics to fulfill your role as an administrative assistant
  • Identify and use primary organizational and productivity skills
  • Define and demonstrate specific nuances for good communication dynamics in the workplace
  • Demonstrate proficiency in administrative support tasks
  • Define and use the tools of the trade
  • Demonstrate professional workplace behaviors and interpersonal dynamics

Course Outlines

Unit 1: Becoming Your Professional Best
What is an Administrative Assistant?
Appearance Matters
First Impressions Count!
Unit 2: Everyone Is a Customer
What is Customer Service?
Six Vital Elements of Customer Service
Everyone is a customer
Unit 3: Understanding Personal Efficiency
What Does Personal Efficiency Mean?
Develop the Right Attitude and Skills
How to Develop the Skills and Qualities You Need
The Building Blocks of a Good Organizational System
Using the 80/20 Principle to Prioritize
Characteristics of a Good Organizational System
Unit 4: Organizing Your Workspace
4 Steps to Discarding Unnecessary Garbage
A Productive Workspace
Set up a Daily System
Set up a Filing System
Organize Your Electronic Files
Unit 5: Prioritizing Your Tasks
Managing Your Time
Prioritizing Your Tasks
Learning When and How to Say No
Creating Routines to Simplify Your Life
Tackling Procrastination
Unit 6: Setting Up Your Information Center
Key Components of a System
Setting Up Your Information Center
Managing Information in Six Easy Steps
Manage Your Email Messages
Unit 7: Communication Dynamics
What Is Communication?
Become a Skilled Communicator
Identify Common Communication Barriers
What Is Said and What Is Heard
How to Listen Actively
Asking Questions with Purpose
Conversation Starters
Unit 8: Receiving and Assisting Visitors
Receiving Visitors in Physical Office and Retail Spaces
Creating a Friendly Space
Business Etiquette Basics
Be an Ambassador
Unit 9: Correspondence and Report Writing
Writing to Get Your Point Across
Tips for Your Correspondence
Sending Effective and Impactful Emails
Writing Routine Reports
Unit 10: Skillful Telephone Techniques
Telephone Basics
Your Professional Telephone Greeting
Common Issues with Telephone Service
Vocal Techniques That Enhance Speech and Communication Ability
The Four Es of an Effective Telephone Voice
When You Must Transfer a Caller or Research an Issue
Taking Messages
The Dos and Don’ts of Telephone Conversations
Making Voicemail Your Friend
Unit 11: Supporting and Managing Routine Meetings
What is a Business Meeting?
Types of Meetings
Successfully Managing Meeting Components and Activities
Checklist for Setting Up Meetings
Selecting the Location
What Is an Agenda?
Taking Notes and Preparing Meeting Minutes
The Physical Meeting Space
Write a Meeting Invitation and Set Up the Meeting Room
Unit 12: Taking Meeting Notes
How to Take Meeting Notes
Meeting Techniques
Common Note taking Problems and Solutions
Professional Skills for the Effective Note Taker
How to Decide What to Take Notes on
Organizing Your Notes
Unit 13: Planning and Organizing a Meeting Event
Types of Events You Might Manage
Managing the Event Budget
Getting the Right People to Help
Event Day Focus
Assessing Results
Plan an Offsite Sales Meeting
Unit 14: Solving Problems
Setting the Foundation for Problem-Solving
Breaking It Down
Using the Problem-Solving Model
Handling Difficult Office Situations
Handling Difficult People Situations
Dealing with Inappropriate Language
Threatening situations
Unit 15: Team work – Being a Team Player
What Is a Team?
What’s Your Team Player Style?
What’s Important?
Unit 16: Respecting Others and Embracing Diversity
Find Common Ground
Earn Trust
Keeping Stereotypes in Check
The 4 Pillars of Diversity
Unit 17: Managing Conflict
Putting Conflict in Perspective
Types of Conflicts
The Conflict/Opportunity Test
Resolving Conflicts – A Model That Works
Toolkit for Successful Workplace Conversations
Unit 18: Professional Ethics and Accountability
Defining Ethics and Morals
The Gray Area
The Sniff Test
Why Worry About Ethics?
What Does It Mean to Be Accountable?
Resolving Conflicts – A Model That Works
Toolkit for Successful Workplace Conversations
Unit 19: Making the Transition to Work
What Employees Want in a Career
What Others Want That You Can Give
How You Will Be Evaluated
Laurel Roman
Natus dignissimos ac

Protected Content

Login to access