Contents
Introduction: Basics of communication
- Communication theories in practice.
- Verbal and non-verbal communication.
- Gendertalk: Do men and women really communicate differently?
- Insight into transactional analysis.
- Recognize different personality types.
- The self-test.
Toolbox: Your tools for successful communication
- Create a positive atmosphere for the conversation.
- Use questioning techniques.
- Active listening and I-messages.
- Giving appreciative feedback: The "SAG ES" formula.
- Friendly but firm: You can learn to say no.
- Communicate skillfully, openly and purposefully.
- Positive formulations set the mood - "bridge sentences" connect.
- Change of perspective as a tool for understanding the other person's point of view.
Mastering challenging conversational situations
- Reduce causes of insecurity and inhibitions and thus appear self-confident in difficult conversations with customers or the boss .
- Dealing with complaints confidently - don't take it personally!
- Striking the right tone: Tough on the issue, soft on the person.
- More confidence in conversations with good preparation.
- Constructive even in critical situations.
- Diplomacy can be learned.
- The supreme discipline: humor.
Special features of telephone conversations
- Callers feel your smile!
- Exude competence and security.
- Recognize customer needs and respond appropriately.
Learning environment
In your online learning environment, you will find useful information, downloads and extra services for this qualification measure after you have registered.
Your benefit
You will learn how to
- analyze your communication behavior and improve your conversation skills,
- confidently represent their own interests and those of their superiors,
- Optimize and train your behavior in difficult situations,
- build relationships based on trust and thus gain natural authority and
- also appear friendly, confident and competent on the phone.
Methods
Trainer input, practical exercises, partner work, role play, analysis of motives and values, self-reflection, conversation skills training, communication exercises, mental training.
The training is based on the willingness of the participants. You are welcome to bring along specific conversation situations from your everyday working life.
Recommended for
Employees in the areas of assistance, secretarial and administrative work who want to communicate even more constructively and optimize their conversation techniques.
Seminar evaluation for "Communication training for assistants"







5480
Start dates and details
Monday, 16.06.2025
09:00 am - 5:00 pm
Tuesday, 17.06.2025
09:00 am - 5:00 pm
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.

Thursday, 28.08.2025
09:00 am - 5:00 pm
Friday, 29.08.2025
09:00 am - 5:00 pm
Thursday, 13.11.2025
09:00 am - 5:00 pm
Friday, 14.11.2025
09:00 am - 5:00 pm
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.

Monday, 12.01.2026
09:00 am - 5:00 pm
Tuesday, 13.01.2026
09:00 am - 5:00 pm
Tuesday, 10.03.2026
09:00 am - 5:00 pm
Wednesday, 11.03.2026
09:00 am - 5:00 pm
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.
The participation fee includes
- one joint lunch per full seminar day,
- Catering during breaks and
- extensive working documents.
The participant will settle the hotel accommodation costs directly with the hotel. You will find a reservation form for hotel bookings in your learning environment.