Courses for lawyers / native speakers of English

Managing communication (client service programme)

The third of three optional modules in our client service programme for support staff and secretaries. See also client service and managing self.

An effective course to help participants communicate more effectively, covering different methods of communication and simple assertiveness techniques.

Key details

Length of course

Three hours

Who should attend this course?

Support staff and secretaries

As a result of attending, you will be able to: 
  • communicate more effectively, using simple techniques to enhance the impact of your message 
  • use different methods of communication to their best effect 
  • use simple assertiveness techniques to increase your influence in the workplace


This course will cover: 
  • introductions and setting course objectives 
  • how do we communicate and where are the issues? 
  • what are difficult communications, and what techniques can we use to make them work better? 
  • using written messages more effectively: read and review, introduction to clear language, keeping it short and simple,  and the power of “Mail Goggles” 
  • using the phone in a business-friendly manner 
  • some assertiveness techniques and how to use them appropriately 
  • next steps


Emma Rush, who has worked with support staff and secretaries in this area, improving communications and giving people techniques to deal with difficult communications.

Dates & fees

Public courses: no dates are currently listed. Please contact us for possible future dates.

The course is available as tailored in-house training and one-to-one training. Please contact Stella Styllis to discuss the options and for a quote.

Please contact us to enquire about this course