This module explains the role, importance and functions of a Personal Assistant. It is a varied role
that involves a great deal of responsibility and organisational ability. This kind of work can prove to be very rewarding. A personal assistant must have good
communication skills, computer/technical skills and a solid business mind. A PA or secretary needs to be able to work on their own accord, be accountable for their actions and
make important decisions.

Diary management is a critical component and an effective organisational tool. Every successful PA
may wish to develop diary management skills so that they are able to manage the boss's work day to
the best of their ability. A well-managed diary helps maximise the time and tasks of senior management. Diary management
does not imply scheduling meetings/events back-to-back. PAs should ideally incorporate gaps
between meetings to allow for relaxation, as well as for completing other office related tasks.

How to write a good business letter
How a business letter should be structured and edited
Common mistakes to avoid
How to be persuasive while maintaining courtesy

How to compose and send faxes

How to write memorandums

How to create and send emails

Things to avoid when doing the above

How to make phone calls and speak in a professional tone
Tips on how you should communicate with people over the phone
Mistakes that should be avoided while communicating on the telephone
How to conduct business and represent your company over the phone

What you should look for when booking a hotel for business travel
Things you should avoid when making travel arrangements
How to plan and execute a successful business trip
The role of a PA in booking hotels and making other travel arrangements for business travel

How to set up a good filing system
What you should avoid when creating a filing system
How to categorise, sub-categorise and manage your filing system
Why it is important to have a good system when running a successful business

How to manage your time at work efficiently
What to avoid when trying to get tasks done
How to improve on your weak points
How to identify the importance of tasks

How to make invoices and send them
What you should avoid when making invoices
How to handle petty cash
Why invoicing and petty cash handling are crucial to a business

The importance of customer care
Your role as a PA when dealing with customers
Things you should avoid when dealing with customer care
How to represent your company in a professional manner

How to handle customer complaints
Understand and execute a proper complaints procedure
What should be avoided when dealing with complaints
The importance of a good complaints procedure

How to plan your work into a schedule
The importance of proper work planning
Things you should avoid when planning your work
How to structure your plans for improved efficiency

How to present written documents
The basics of what to include when preparing and sending documents
How to proofread your work
The importance of document presentation and proofreading

How to improve your confidence at work
How you can benefit from improved confidence
What to expect when your confidence improves
Signs of lack of self-confidence

Improve your typing skills beyond a beginner level
Tips on how to improve your touch typing
How to effectively transcribe audio
Mistakes and errors to avoid
Why are typing and audio transcribing skills important?

Why meetings are important and what they achieve
How you should plan and organise a meeting
Things to avoid
The aspects of a successful meeting and how to execute them

What Microsoft Outlook is
What Microsoft Outlook can do
How it can help you in the workplace
Simple tricks on how to get the most out of Microsoft Office

How to understand the basics of Excel
How to easily navigate Excel
Why Excel is a useful tool for making spreadsheets
Simple ideas for troubleshooting

Understand the basics of PowerPoint
How to navigate PowerPoint
How you can benefit from using PowerPoint
Troubleshooting guide for basic PowerPoint
Simple tricks and tips to get you started

How to successfully use Microsoft Word
How to navigate around Microsoft Word
Tips and tricks for easy use or shortcuts
Troubleshoot simple problems on Word
How to get the most out of your experiences when word processing

The importance of customer communication skills
The most important reception skills
How to handle tasks at work efficiently
What to avoid and how to overcome problems with customer communication