COMMUNICATION SKILLS OF SECRETARY

1. COMMUNICATION SKILLS OF SECRETARY • For functioning effectively & efficiently – Secretary should have good communication skill • Communication- - an important function of Secretary • Through communication – Secretary creates an impression of his executive or organization • Secretary gets in touch with the public by:- • (a) Meeting with people with scheduled appointments • (b) Over telephone • (c) Through communication by letters

2. For good Communication(Face to Face) • Be tactful, friendly & cheerful, be courteous, polite, well mannered • Express desire to serve • Good language & body language • Never talk too much or too little • During conversation encourage the other person to open up • Never criticize and avoid embarrassing issues • Over telephone • Keep clarity in your voice • Speak clearly & use simple sentence • Never express irritation/arrogance • Never presume things – make clear every points

3. Written communication: A business letter must be neatly & attractively presented A well constructed letter win you a business & improve your relationship A business letter should have the following: Explain the facts clearly details in sequence choose most appropriate words to express keep paragraph short Letter on firm & positive ending

4. PUBLIC RELATIONS (PR) QUALITIES OF A SECRETARY Secretary gets in touch with public by: • Direct approach – by meeting people • Indirect approach – over telephone • Through communication – by letters • Relations with sub-ordinates Thus Secretary creates first impression for his executive & organization For Publication Relations Secretary should have the following qualities: • Direct Approach – by meeting people: • Should have friendly attitude & cheerful • Receive & assist visitors & telephone callers – refer them to executive or other appropriate persons as circumstances warrant • Schedule appointments & maintain calendars

5. In case your executive is busy over telephone or with other visitors: • Pl inform the visitor & lead him to visitor’s room with comfortable sitting arrangements • Arrange to provide him drinking water & light beverage, if possible. • Recent & decent reading materials viz. News Papers, Magazines should be provided • The recent trend is that LCD wall mounted TV is provided in the visitors’ room – short news clippings with Company’s advertisement on product * services are displayed. (with minimum audible sound) • Even this opportunity is taken to propagate the Corporate Social Responsibility (CSR) being undertaken by your organization • This will enable your organization to reduce advertisement cost (Maruti Udyog) • If agreeable, direct the visitor politely to other executives, who can help them • Avoid over-friendly with customers or clients

6. Some times unscheduled visitors may also call on your executive • If they are VIPs or your important customers, you cannot avoid them • Inform the boss immediately through intercom – lest the visitors already with your executive do not feel uncomfortable • Offer them refreshment & politely inform them that your boss is interacting with some other important visitors & may take few minutes for their appointment • As soon as your executive become free – allow them to call on your boss Indirect approach – over telephone: • Keep clarity in your voice • Speak clearly & use simple sentences • Never express irritation or offend a caller • Do not waste time of callers – always keep a writing pad & pen near the telephone & ensure its availability • Do not convey confidential information relating to your organization or a transaction

7. Through written communications: • A business letter should be neat, attractive, polite & induce the recipients to act upon immediately • Explain facts clearly • Choose most appropriate words to express • Keep sentences short, meaningful & cheerful • Keep paragraph short • End the letter on firm & positive note Relations with sub-ordinates: • Establish & maintain harmonious relationship with superiors, co-executives, subordinates, customers & clients • Secretary acts as buffer between the executive & his subordinates • Never criticize your executives before subordinates or undercut or ill-will with the subordinates • Help, guide & always protect your subordinates • Send formal letters of greetings, congratulations, condolences, depending upon the occasion

8. PLANNING & ORGANIZING THE OFFICE FOR EFFECTIVE FUNCTIONING • Secretarial skills range from simple jobs in every day routine to participate in decision making • Every aspect of jobs in an office can be handled with professional ease, if we maintain a realistic & practical approach to it • Set priorities & manage our time purposefully, so that we accomplish satisfaction at the end of the working day • ORGANIZE YOUR EXECUTIVE’S TABLE: • Ensure the telephone & other equipments are at its right place & in working condition and ready for use • Pencils are mended, jotters are working, erasers, correcting fluid etc. are at its right place • Reference books, documents, files etc. are available at its right place

9. Check the engagement diary of the executive and compare the same with that of yours – ensure that there is no change – addition or deletion – • Make necessary note of change, if any, and arrangements done accordingly SETTING YOUR-OWN TABLE IN ORDER: • Ensure that telephones & Personal Computers are in order and ready for use • Pens, Jotters, Pencils, correcting fluids & other assorts associated with your routine jobs are readily available at its right place • Notebook is dated, clipped & ready for use • INCOMING MAILS (SORTING OF MAILS): • Cut envelope neatly down the right hand side & open them with letter opener. • If letters are addressed to your executive marked “Personal”, “Private” or “confidential” – let him open it – unless permitted to do so • All incoming letters/correspondences should be date-stamped

10. On opening the envelopes – ensure that all contents are removed from it – before throwing away the envelope • Envelope should be kept pinned with letters for some time – in case the need to check the date of dispatch/receipt put by the Postal Authorities arises • If your executive or you are philatelist (stamp collector) & postage stamp is of interest – remove the postage stamp from it • If in the body of letter, reference is made of an enclosure, ensure that the enclosures is attached – otherwise – make a note of “missing” on the margin of the letter itself • Scan the mail quickly to grasp important points • If reference is made to previous correspondence or other material and it likely that you boss will need to see it – find the related material – clip it behind the letter & make a marginal notation on the letter itself that the related material is attached • If an appointment is sought for, check the calendar & make a note in the margin of the letter whether the date & time is free or otherwise

11. If the letter calls for information, which you are capable of providing – make a note of such information in the margin of the letter or on a separate slip & attach it to the letter • Wherever possible & practicable, letters should be replied to independently by the Secretary on the same day itself • Mail should be sorted according to importance & priority. Segregate them and put into folders marked “ URGENT ATTENTION”, “PERUSAL” & “MISCELLANEOUS” • Items only to be perused or read over, which do not call for immediate attention, should be put into a folder marked “PERUSAL” (Routine correspondences can also be included) • Other less important letters, brochures, publications, catalogues etc. should be kept in a separate folder marked “MISCELLANEOUS” and can be perused at leisure • Letters, which are ready for signature should be placed in a “SIGNATURE FOLDER” in order of importance & given attention

12. TIME MANAGEMENT • Unique/explicit/intrinsic characteristics of “Time”: • Cannot be accumulated • Cannot be stored • Cannot be increased • Cannot be replaced • Therefore, it should be utilized to the utmost extent TIME WASTERS: • Lack of Priorities • Unclear goals – groping in the dark • Jumping from one task to other • Lack of Priorities & Procedures(delegation without authority) • Overstaffing or understaffing (Malthusian Theory of Labour)

13. Seeking too much information • Unable to say “No” • Telephone interruptions • Improper filing systems • Fire-fighting/avalanche of work • Failure to listen • Indecision • Lack of self-confidence • Lack of feed back IMPORTANCE OF TIME MANAGEMENT FOR EXECUTIVE SECRETARY : • It is an important aspect in the life of very one • A dynamic Secretary is expected to effectively & efficiently manage his/her working time – with minimum possible wastage of time • An Executive Secretary has to handle a host of activities with expected to handle critical situations – expected or unexpected • ES has to rise to occasion with tact, calm & portray an image of charm

14. TO AVOID POSSIBLE TIME WASTAGE: • Allocate Office Time: • Draw up a schedule for different day-to-day routine works for fully concentrated work without any interruption with recess, visitors’ hours, employees grievance redressal, meetings, refreshment etc. • “THE QUIET TIME” • No incoming or outgoing telephone calls, if possible. Your calls will be taken care of by telephone answering machine with a message “please leave your name & number – if you would like to call back, you can reach us after 2.00 PM” • No visitors and your own employees are permitted to in • No unnecessary talking or moving around within the office to avoid noise • This will facilitate for concentrated work without interruption. For effective office working – first half of the working day may be utilized • For other routine activities the less productive second half may be used • Put a sign-board “Quiet Hour” on the entrance door of your executive as well as yours conveying a message “ pl come back after 2.00 PM” Reference: Certified Professional Secretary (CPS) Programme Sponsored by National Secretaries Association (NSA), Kansas City, USA

15. Categorize jobs: • Have an understanding with your executive and categorize the jobs with possible definitions as follows :- Urgent .. Must be done immediately Rush .. Complete within a day (24 hours) Priority .. Need within a week Future .. Complete as time allows • Should be able to say “No” • Do not keep piling up assignments upon assignment. • Some Executive Secretaries keep accepting work and toil the point of exhaustion • Calm response to emergency or avalanche of work – relax 5 minutes – take deep breath & calm yourself • Avoid Promoting Incompetence: • Generally, in an organization, employees are categorized – easy going & avoiding responsibility. Those accepting responsibilities are assigned more jobs – those shriek responsibility are left – never encourage incompetence

16. Delegate Subordinates: Do not try to do every tasks yourself. Delegate simple routine works to your subordinates to enable them to develop. However, evaluate the strength & weakness of subordinates • Some may be “Fireman” & others may be methodical • Assign “Fireman” more volatile problem – ask the methodical type to prevent problems before they start • Graphs & Summaries: Use graphs & summaries instead of long reports full of verbiages, to save time • Evaluate your performance: Evaluation will give you idea where you are lacking. Ongoing evaluation shall help to modify ourselves for efficiency • Control Emotional Reactions: Deadline, crisis situation, conflicts with employees & visitors may occur. Minimize your mental &emotional reaction to avoid tension. Never create ill-will or bad feeling or wedge indifference – they are dampeners of overall efficiency • Avoid Time Wasters & Trouble makers: Most colleagues are easy to handle – but 10% are difficult to handle. They may be lazy & have too many ideas to waste others’ time. Do not entertain them. Separate the chaff from the wheat – otherwise – should we have to separate wheat from the chaff ? • Thoughtlessness: The slob, the jester & gossiper – they should not be entertained – but need reprimand

17. DUTIES & RESPONSIBILITIES OF EXECUTIVE SECRETARY

18. The duties & responsibilities of Executive Secretary includes: • ROUTINE OFFICE RESPONSIBILITIES: • Taking dictations & transcribe it • Drafting of letters • Handling of incoming & outgoing mails • Filing & indexing of letters & records management • Maintenance of books & registers • Operation & use of modern office appliances such as Dictaphone, Telephone, PC, Xerox Copier, Scanner, Fax Machine, Laminators, Spiral Winders etc. • RECEPTIONIST’S RESPONSIBILITIES: • Handling of telephone calls & maintenance of records, such as important incoming and out-going calls • Attending to visitors – both scheduled & unscheduled – attending to their enquires on behalf of your Executive • Maintenance of Engagement Diary for your Executive & that of yourself

19. FINANCIAL RESPONSIBILITIES: • Handling of personal Bank Accounts of the executive – involves deposit of money – drawing cheques for the signature of your Executive, record thereof – drawing money from Bank etc. • Payment of bills, taxes, subscriptions, donations, contributions etc. on behalf your boss – maintenance of records Executive‘s investments & income received from them • Payment of Insurance Premium, renewal of Policies, filing of Income Tax Return, Refund thereof • Keeping expense records of executive’s travel & submission of its bills • DOMESTIC & SOCIAL RESPONSIBILITIES: • To look-after the household affairs of executive – payment of wages of servants etc. • Making arrangements for luncheon, dinners and sending formal/informal invitations to guests • Sending of formal letter of congratulation, condolences – depending upon occasion • Acknowledgement of letters & writing letters on his behalf

20. LITERARY RESPONSIBILITIES: • Drafting of routine letters • Preparing reports for executive • Execution of decisions taken, follow-up the action to be taken – co-ordination of the activities of different deptts. under his admn.control • Collection & making summaries of articles, letters & speeches appearing in News Papers, which may be relevant to operations of your Company/Industry or his profession • Preparing speeches, statements etc., which your executive may ask to do • Looking-after printing of books, speeches, articles etc. written on behalf of your executive • DUTIES RELATING TO MEETING: • Preparation of agenda & issue of notices regarding meeting • Making arrangements for holding the meetings • Collection & arrangement of documents related to meeting • Recording the proceedings of the meeting & issue of minutes thereof • Preparing reports of the Committee or Sub-Committee • Arranging snacks, light beverages, lunch/dinner etc. for the participants

21. ADVISORY FUNCTION: • Keep the executive about the development in the organization – examining the proposals, schemes, policies etc • Advising the executives about such proposals, placing relevant documents/information at the disposal of the executives, which he may require for his day-to-day functions • HOW TO LOOK-AFTER HIS OFFICE, WHEN HE LEAVES FOR OUTSTATION: • One of the important functions of Executive is to look after the office, while the boss is away • It requires a great deal of efficiency, care & patience & careful planning to fulfill this assignment • This can be divided into two categories: • BEFORE THE EXECUTIVE LEAVES FOR OUTSTATION: • Seek advice about the matters to be given utmost attention • Seek instruction about disposal of important papers, postponement of any meeting, appointment etc. & act accordingly

22. WHEN HE IS LEAVING FOR OUTSTATION & DURING HIS ABSENCE: • Seek his instruction regarding disposal of mail, processing of communication & making of appointments • Consult his immediate subordinate/authorized executive to deal with emergency matters – which cannot wait till the arrival of your executive • Keep record of all important telephone calls, personal calls received in order of importance • Answer all routine letters yourself & bring it to the notice of your executive when he returns back for his information • Inform boss about all important changes/appointments taken place in the organization during his absence • DIFFERENCE BETWEEN POSITION OF EXECUTIVE SECRETARY & PRIVATE SECRETARY • The position of Executive Secretary is quite often confused with that of a Private Secretary • There are some similarities - that both takes dictations, attend to callers, telephone calls etc. (routine duties)

23. The position an Executive Secretary is much higher than that of Private Secretary in hierarchy of management • Executive Secretary is generally posted with top executive or Board level executives – whereas PS is posted with an HOD • As a personal representative of his boss – he has to use his discretion to deal with the work of his executive – particularly when he is absent • An ES is required to act for on behalf of his employer • He is expected to rise to the occasion and handle any situation with tact and charm • Private Secretary is generally posted with the lower level executive in the management rung – his responsibility & authority are commensurate with his position in the Organizational strata. • The ES has to supervise & control all administrative staff under his directorate • He will have to supervise the correspondences, maintenance of records & accounts & other activities of his office/establishment • Issue orders, instructions, circulars etc. on behalf of his employer/executive

24. ENGAGEMENT DIARY OR “TICKLER” FILE OR “TO DO LABEL”

25. Interpersonal communication in an Organization The role of the Management in an organization is to:- • Planning – what to produce, how to produce, technology to be adopted etc. • Organizing – to provide the Organizational Structure to achieve the ultimate objectives • Staffing - to provide necessary manpower – training, skill development etc. • Coordinating – integrate & inter-relate organizational activities to achieve the ultimate aim • Controlling - decision making according to procedure & timetable, to guiding employees effectively towards accomplishing the organizational goals (Act, Rules, Regulations, Procedures, Manuals, Certified Standing Orders, Conduct, Discipline & Appeal Rules etc.

26. Assumption about Human Behavior: • Basic rational Human being are rational and are able to make plans & control behavior • Creativity .. Basic human instinct is to be creative • Morality .. Ethical level in human being – generally ethic • Mastery .. Human desire to be controlled and control others • Community .. Human have strong desire for human association • Organizational Style & Culture: • A well developed organization develops in corporate culture • Most of the organizations have now turned into participative culture from autocratic culture of 18th century • Corporate Culture as Control Mechanism: • The common belief and value shared by the people in an organization, about its activities, facilitate to control by developing a sense of group loyalty and reducing dissonance & friction • Management Indoctrination & skill training: Impart a set of attitudes and skill to assist personnel in carrying out various tasks effectively. It also socialize members to its values, procedures & policies.