Interpersonal Skills For Secretary

INTERPERSONAL SKILLS Interpersonal skills for secretaries are involved in:

 Establishing and maintaining effective working relationships

 Supervising and supporting junior staff

 Identifying and solving problems using judgment and initiative

 Influencing others and negotiating successfully with them

 Communicating effectively with others to co-ordinate administrative procedures

An important element of the secretaries success and value to the executive lies in skill in dealing with people and in creating an impression which will enhance the organizations reputation. The responsibilities are enormous, for the secretary is the executive’s personal organizer, generally deciding whom they see and to whom they speak, what matters receive their urgent personal attention and what can be redirect to others.

The secretary should provide a vital link between the executive and their various contacts, ensuring that communications are effective and that required action is taken. The secretary is the executive’s personal representive and in this key role should be relied upon to create a favourable impression with contacts within and outside the organization. Secretaries cannot play a full part unless they are given a full and understanding of their executives role and objectives and the part these play in the organization as a whole. In addition, secretaries need to know clearly what is expected of them in assisting the executive to achieve his or her objectives.

The role of the secretary has changed with the advent of word processing equipment and improvements in reprographic processes and the increased production which results from these developments. The computer terminal has also given the secretary quick access to data. The secretarial office with interactive word processing terminals, facsimile terminals and microprocessors for word, text and data processing has had a marked effect on the secretary’s interpersonal skill.

The Secretary’s Qualities

The qualities of secretary can be divided into two categories such as

a)

Business attributes

b)

Personal attributes

LANGUAGE SKILLS

ORGANISING

APPEARANCE AND COURTESY

SKILLS

BUSINES S EFFICIENCY

ATTRIBU TES

RELIABILITY AND ENTHUSIASM

PUNCTUAL AND INITIATIVE

TACT AND DIPLOMACY

DISCRETION AND RESILENCE

ORGANISING SMART

NEAT

HELPFUL

PERSON AL POSITIVE

PATIENT

ATTRIBU TES

CALM AND OBSERVANT

POLITE

FRIENDLY

The secretary’s relationship with the executive

The qualities which go to make the ideal relationship

between the

executive and secretary are:

 The secretary must ensure that all the work that leaves the office is accurate, so that the executive is relieved of the duty of examining every document.  The secretary must be able to deal diplomatically with any telephone inquiries and the executive must be able to trust the secretary to treat all matters in the office as confidential.  The secretary must be able to convey the essential facts contained in reports and journals, so that the executive does not have to study them personally in detail  The secretary should understand that it may be necessary to stay late if there is an urgent job to be done; nevertheless the executive should not always expect the secretary to be in the office hours when the is not of an urgent nature.  There must be a clear understanding about he scope of the work the secretary should undertake in the executive’s absence and the

executive should be perfectly satisfied that the secretary can cope with the work which may arise when the executive is not there.  The secretary should be kept fully informed of all that the executive is doing so that the secretary can be of most used to the executive.  Executive should appreciate that the secretary will need to attend training courses for updating their skills and for career development.  The executive must be able to rely on the secretary’s punctuality in attending the office, meetings and other functions.  There should be a sense of humour on both sides.  The secretary should set a high standard of conduct and efficiency for the rest of the office staff. Being always neat and tidy in appearance will enhance the reputation of the organization.  The executive must allow the secretary to use initiative to solve problems.

The secretary’s relationships with staff at all levels

The qualities which go to make the ideal relationship between staff at all levels and secretary are:

 Good relations with the other members of the secretarial staff area

also crucial in creating a happy and trouble-free environment.  In conversation with all staff levels, secretary should refrain from entering into gossip and wasting valuable time in the office.  Juniors are influenced by the standards set and the attitudes of their seniors and the secretary has a responsibility to set a good example which the juniors in the department will wish to emulate.  A good working relationship is a contributory factor in gaining the full support and cooperation of the junior staff.  The ideal relationship is one in which the junior staff work harmoniously with the secretary and have no inhibitions about seeking help and discussing their problems.

 An induction programme enables new recruits to understand the conditions and purpose of their job in relation to the whole organization and to appreciate their relationship with colleagues

and seniors. It also enable them to settle into the new environment quickly and become more effective in their work

THE SECRETARY’S JOB SPECIFICATIONS

The secretary’s day seldom follows a set pattern and no two secretarial posts are unlike, but the following list of activities is representive of a typical day in the life of a secretary

At the beginning of the day 

Collect the executive’s mail from the mailroom, open and date stamp it and attach it to the relevant files

 Place all incoming mail files in executive’s tray  Access and print out any messages in the computer ‘mailbox’  Draw the attention of executive to any urgent items in the mail or in the day activities  Update calendars, visual control boards, computer data  Read journals, report and mark any items that would be interest to executive

During the day

 Receive dictation from executive and transcribe it. A regular time will normally be set aside for this during the day. 

Arrange for copying of documents to be undertaken as required by executive

 Receive and make telephone calls  Receive and entertain visitors  Use the computer for sending messaged to staff, including dates of meetings  Arrange appointments and enter them in both diaries or make any necessary travel arrangements  Make arrangements for meetings and if required attend them in the capacity of secretary, taking the minutes.   Organize and undertake work as required by executive.  Deal with bank transaction and draw cash as required for purchases.

 Complete expenses forms from receipts and vouchers.  Deal with any tasks allocated in diary for today.

At the end of the day

 Refer to diary and notify reception of any visitors expected tomorrow  Supply any itinerary required and relevant papers if executive is going to outstation  Ensure that all correspondence has been signed, enclosures attached and the envelopes prepared for dispatch.  Clear the desk and lock up all pending files and documents.

Secretaries and should be good at keyboarding. They also should have good grammar and be wellspoken. They need to know how to use a word processor. They may also need to know other software programs. Secretaries must operate different office equipment. Employers want their secretaries to get along well with others. They should also be well organized and honest. A high school diploma is needed for most full-time jobs. Once they have a job, secretaries often must take courses to update their skills. Medical and legal secretaries need special training.

TOOLS FOR SECRECTARY USED IN THE OFFICE

DIARY Diary used for taking note or arrange an appointment for the boss

PAPER Paper used for writing or printing letterhead, letter, or office document

PENCIL Pencil is used for note taking with shorthand or trengkas in meeting or private and confidential document

PEN Pen is used for writing or signing letter in document

LAPTOP Laptop is used as a important tool for secretary to do any official work such as typing document and calculate an account by using Microsoft office and other application in the laptop

OFFICIAL CLOTHES FOR SECRETARY Women’s Dress Code -

know what suits you and do not deviate too far from it

-

wear solid and soft colour (Do not exceed four colours at time)

- Concentrate on quality not quantity when shopping(quality does not necessarily cost more) - Be clean and tidy - Try not to be too fasionable. If it’s not your style, leave it - Shoes are everything

Accessories for secretary should have - jewellery - handbag - earring,bracelet and ring - belt - perfume - handphone -

wrist watch

- makeup - brooches -

Traditional costume

Saree, baju kurung, cheongsam, kebaya, baju songket

Modern secretary costume

The end