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Description

Administrative Support by Phone and Video Call: Listen, Reformulate, Close

Be understood and obtain what you ask for when voice and screen replace physical presence

  • 2 days โ€” 14 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

On the telephone and in video calls the usual cues are missing: you cannot see whether the other person has understood, silences become awkward and exchanges drift on without ever closing. Misunderstandings are then settled in writing, which consumes a considerable amount of time and leaves a trail of irritation.

Two days to gain ease and effectiveness at a distance: preparing the call, using your voice well, listening actively and reformulating, then steering the exchange through to an explicit conclusion. Video conferencing is addressed in its own right, with its specific constraints of framing, speaking time and technical incidents.

Learning objectives

  • Prepare a call by defining its objective and key checkpoints
  • Use your voice and pace so that you are understood effortlessly
  • Practise active listening and reformulation to check understanding
  • Steer a remote exchange through to an explicit conclusion
  • Adapt your communication to the specific constraints of video conferencing

What makes this programme different

Calls are recorded and reviewed to work on voice and pace
Role-plays are built from the difficult calls brought by participants
The same exchange is replayed by telephone and then by video call to compare the effects

Programme

1What Distance Changes

Communicating without the support of physical presence

  • Identify what is lost and what is gained at a distance
  • Understand the weight of voice pace and silences
  • Identify the usual sources of misunderstanding
  • Choose between a call a video meeting and writing according to the stakes

2Voice and Message

Being understood without having to repeat yourself

  • Work on your pace articulation and volume
  • Structure your message around a few identifiable points
  • Use clear language and avoid internal jargon
  • Manage your breathing during long exchanges

3Steering the Exchange

From opening to conclusion

  • State the purpose and the time available from the outset
  • Ask framing questions and reformulate the answers
  • Bring back a speaker who drifts away from the subject
  • Close by recapping the commitments made

4The Specifics of Video Conferencing

Framing image and speaking turns

  • Prepare your framing lighting and background
  • Regulate speaking turns and draw out the silent participants
  • Share a document without losing the group's attention
  • React to a technical incident without losing the thread

Who is it for

Administrative assistants and secretaries for whom a significant share of exchanges takes place by telephone or video call.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.