Manage time and workload effectively
Handle clients and difficult situations effectively
Use body language and listening skills to influence others appropriately
Use the telephone professionally, realising the importance of voice impact
Develop rapport with others and maintain a professional approach
Understand the importance of well presented and logically structured written documents
Present a professional Image using assertive techniques

The PA's role - what's expected of you
Key principles of effective time management - planning and carrying out your workload efficiently and effectively
Understanding different behaviours - assertive communication and other, less constructive ways of handling people and situations
Dealing professionally with people over the phone
Applying a structured approach to written work
Handling difficult people to achieve positive results