1. Image and Etiquette

• Responsibilities
• Professional and personal qualities
• Dress - code
• Business Rules - etiquette.

2. Business Communication

• Speech Etiquette
• Ability to listen and ask questions
• Perception and communication
• Receiving feedback and business etiquette

3. Professional tasks the Secretary to operating your phone

• Methods of rapid response to incoming phone calls
• What you need to remember to start a conversation on the phone
• You and your voice
• Listening
• How should questions
• Offer assistance
• Causes of communication barriers in business communication and their elimination. 

4. Effective strategies of behavior in conflict situations

• The concept of conflict. Breakdown in communication as a prerequisite to the conflict.
• Design and installation and destructive behaviors in the conflict.
• How to choose a strategy for engagement in the conflict.
• Stages of conflict resolution. Technology partnership dialogue in conflict resolution.  

5. Requirements for a business letter.

• Features of the language and style of business letters
• Culture drafting a business letter: plan writing, methods of presentation, message handling system.
• Editing letters.
• Working with the sample documents

6. Time management and planning

• Setting Goals
• Setting priorities. How to set priorities
• Inventory time
• Time Sinks
• Workplace and personal work process.