Course Outcomes: Understanding how the role of the secretary or PA contributes to the organisation’s success; Organisational skills – diary management / follow up systems, time management, email etiquette and customer services; Explain the importance of induction, and the training and development programmes for employees; Understand ethics in business; Understand the fundamentals of conducting and managing meetings; Define the concept of ‘office automation’ and name its principles, Conduct negotiation and deal with conflict situations; Adapt to change and cope with uncertainty; Define, recognise and take action against sexual harassment.