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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
APPEARANCE AND
COURTESY
PUNCTUAL AND
INITIATIVE
TACT AND DIPLOMACY
DISCRETION AND
RESILENCE
RELIABILITY AND
ENTHUSIASM
EFFICIENCY
ORGANISING
SKILLS
BUSINESS
ATTRIBUTES
NEAT
POSITIVE
CALM AND OBSERVANT
FRIENDLY
POLITE
PATIENT
HELPFUL
ORGANISING
SMART
PERSONAL
ATTRIBUTES
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 well-
spoken. 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