Trainer- Profile

Name = Mr. Hemantha (Alex) Kumara

Academic Qualification
Master of Business Administration (UK)
BA. & Diploma English (UK)
DISC. Leadership Management Qualification,(USA)
Production Management.
T.O.E.I.C ( Teaching of English as a International Communication)
( London Business School)

 Citizenship = Sri Lankan

 Course Contents
Introduction of Receptionist

Receptionist Skills List

Tips for the Receptionist or Secretary

Sample of Voicemail Greetings

Communication Skills
 Course Contents
Ways to be Organized

What is Secretary? Types of secretary

Secretarial Skills List

Secretary Job Responsibilities

Tips for the Receptionist or Secretary

 What is a Receptionist?
• A Receptionist is a specialized type of Administrative Assistant. Also
known as: Office Receptionist.
• A receptionist (sometimes referred to as an administrative assistant) is
someone who performs various administrative tasks, including
answering telephones and giving information to the public and
customers. Receptionists are often the first employee that the public or
customer has contact with. They are responsible for making a good first
impression for the organization, which can affect the organization's
success.
 What does a Receptionist do?
• Receptionists typically do the following:
• Answer, screen, and forward telephone calls
• Greet walk-in customers and other visitors and escort them to specific
destinations
• Contribute to the security of the office by helping to monitor visitors' access
• Obtain or send information or documents using a computer, mail, or a fax
machine
• Perform other administrative support tasks, such as keeping appointment
calendars
• Copy, file, and maintain documents and records
• Collect, sort, distribute, and prepare mail and courier deliveries
• Process and prepare travel vouchers or other documents
• Although some tasks are common to most receptionists, their specific
responsibilities vary depending on their work establishment. For
example, receptionists in hospitals and in doctors' offices may gather
patients' personal and insurance information and direct patients to the
proper waiting room. In corporate headquarters, they may greet visitors
and manage the scheduling of the board room or common conference
area. In beauty or hair salons, they arrange appointments, direct clients
to the hairstylist, and may serve as cashiers. In factories, large
corporations, and government offices, receptionists may provide
identification cards for visitors and arrange for escorts to take visitors to
the proper office. Those working for bus and train companies respond to
passengers’ inquiries about departures, arrivals, stops, and other related
matters.
• Receptionists use the telephone, computers, and other electronic
devices. Despite the widespread use of voicemail or other automated
systems, many receptionists still take messages and inform other
employees of the public’s or customers’ arrivals or cancellations of
appointments. When they are not busy, receptionists are usually
expected to help other administrative employees by doing a variety of
office tasks.
 What is the workplace of a Receptionist like?
• Although receptionists work in almost every industry, many are
concentrated in healthcare and social assistance, including physicians'
offices, hospitals, and nursing homes. Receptionists who greet
customers and visitors usually work in areas that are highly visible,
clean, well-lit, and relatively quiet. Most work in a comfortable office
setting.
• The work that some receptionists do may be tiring, repetitious, and
stressful as they may spend all day answering continually ringing
telephones and sometimes encounter difficult or irate callers. Some
receptionists, including those who work in hospitals and nursing
homes, may have to work evenings and weekends.
 Receptionist Skills List
Receptionists are, by definition, the first person whom a visitor normally
sees. The front entrance of an office complex or a medical facility will
usually have a receptionist whose primary job is to direct visitors to the
correct office within the facility. Individual offices may also have their
own receptionist, or an office assistant or office manager may fulfill that
role. Indeed, the three grade into each other to some extent.
Though sometimes overlooked, receptionists occupy a pivotal and
trusted role in any company.
Here's information on the top skills employers seek when hiring
receptionists, a list of skills for resumes, and cover letters, and phrases to
use to describe a receptionist's job responsibilities.
 Telephone Etiquette Tips
• Whether at work, at home, or on your mobile phone, here are some
solid telephone etiquette tips everyone should be displaying at all times.
• Always identify yourself at the beginning of all calls.
• A) When in the office, always answer a telephone by saying: “Hello/Good
Morning, Accounting Department, Syndi Seid speaking.”
• B) From a cell phone, either simply say Hello, or state your name, Hello,
Syndi Seid here. Do not answer by using words such as “yeah” or “yes.”
• C) When placing a call, always state your name along with the name of
the person you are calling. Example: “Hello, my name is John Doe from
XYZ Corporation. May I please speak with Ms. Jane Smith?”
• Be sensitive to the tone of your voice. Do not sound overly anxious,
aggressive or pushy. It is important your tone conveys authority and
confidence. Do not lean back in your chair when speaking on the
telephone.
• Tip: Sit up in your chair or stand during the conversation. When at
home, use a personal tape recorder to privately record your own
conversations. You will then hear how your sound to others.
• Think through exactly what you plan to say and discuss BEFORE you
place a call.
• Tip: Jot down the items you want to discuss and questions you want
answered. In other words, anticipate and expect you will be placed into
a voicemail system; plan your message to be as direct and specific as
possible, asking the person to respond to specific alternatives or
questions. Do not say, “Hello, it’s Syndi, call me back.” At least state
the subject about which you want the person to call you back about.
• Do not allow interruptions to occur during conversations. Do not carry
on side conversations with other people around you. The person on the
telephone takes precedence over someone who happens to walk in
your office or passes by while you are on the phone.
• Tip: If you must interrupt the conversation, say to the person, “Please
excuse me for a moment I’ll be right back.” And when you return, say,
“Thank you for holding.”
• Especially when leaving messages, speak clearly and slowly. Do not use
broken phrases, slang or idioms. Always, always leave your return
telephone number as part of your message, including the area code . . .
and S-L-O-W-L-Y, including REPEATING your telephone number at the
end of your message.
• Tip: Practice leaving your number, by saying it aloud to yourself as slow
as you have heard an informational operator say it.
• Build the habit of always turning off your cell phone ringer when
entering a meeting, restaurant, theater, training class, or other place
where the purpose of your visit would be interrupted or others would
be disturbed by hearing your cell phone ring.
• Tip: If you are expecting an important call, inform the caller you will be
in a meeting during certain times and state you will monitor your
message indicator for when it illuminates you will excuse yourself to
leave the meeting and return the call.
• Always speak into the telephone receiver with an even and low tone of
voice. Especially when speaking on a cell phone out in public, be sure to
monitor how loud you may be.
• Tip: Move the phone ear piece just slightly away from your ear and listen
to yourself speaking. Discover whether you are speaking too loudly or
too quietly for the other person to hear you.
• Do not allow yourself to be distracted by other activities while
speaking on the telephone, such as rustling papers, chewing and eating,
working on the computer, or speaking with someone else. Most
importantly, do not use a hand held cell phone while driving. Get a
headset or speaker phone for the car.
• Tip: Always treat every caller with the utmost courtesy and respect by
giving him/her your undivided attention.
 Receptionist Skills List
Accuracy Computer
Administrative Support Confirm Appointments
Answering Questions Correspondence
Appointment Scheduling Customer Focus
Assisting Others Customer Service
Attention to Detail Data Entry
Clerical Support Delivering Mail
Client Relations Diplomacy
Communication Directing Visitors
Email Correspondence
Event Planning Event Planning
Filing Filing
Forwarding Phone Forwarding Phone
Calls Calls
Friendly Friendly
Front Desk Front Desk
Operations Operations
Greeting Visitors Greeting Visitors
Office Duties Punctuality
Office Equipment Registering Guests
Office Support Reliability
Organization Research
Phone Calls Screening and
Prioritization Directing Calls
Providing Information Self-motivated
Providing Reading Materials Switchboard
Teamwork
Telephone
Time Management
Validating Parking Passes
Verbal Communication
Waiting Area Maintenance
Welcome Visitors
Word Processing
Written Communication
Answering Telephones Calling Clients
Appointment Setting Clerical
Attention to Detail Client Relations
Billing Communication
Bookkeeping Computer
Business Correspondence Correspondence
Calendar & Docketing Customer Service
Delivering Mail
Desktop Publishing
Directing Clients Greeting Clients
Document Management Greeting Employees
Editing Greeting Visitors
Efficiency Internet
Email Internet
Employee Relations Inventory
Event Coordination Interpersonal
Filing Legal Familiarity
Faxing
Listening Office Administration
Maintaining Office Records Office Equipment
Making Appointments Office Management
Management Oral Communication
Meeting Planning Ordering Office Supplies
Microsoft Office Order Processing
Multi-Tasking Organizational
Outlook
Planning
Presentation
Prioritizing Scheduling
Problem Solving Self Motivation
Proofreading Software
Public Relations Sorting Mail
Public Speaking Spreadsheets
QuickBooks Stenography
Receptionist Supervising
Record Keeping
Research
Running Office Machines
Teamwork Voicemail
Technology Word Processing
Time & Billing Work Processing
Time Management Writing
Training Written Communication
Transcription
Travel Arrangements
Typing
Typing from Dictation
Videoconference Preparation
Tips for the Receptionist or Secretary
• Presenting a professional image, both in person and on the
telephone, is very important in the Office Skills profession. Taking care
of your customers over the telephone and making them feel well
informed and appreciated is essential. Whether you are the front
office receptionist or an executive secretary, the following phone tips
should always be followed.
• Speak clearly. A picture paints a thousand words but the caller on the other
end of the phone can only hear you. They cannot see your face or body
language. Therefore, taking the time to speak clearly, slowly and in a
cheerful, professional voice is very important.
• 2. Use your normal tone of voice when answering a call. If you have a
tendency to speak loud or shout, avoid doing so on the telephone.
• 3. Do not eat or drink while you are on telephone duty. Only eat or drink
during your coffee break or lunch break.
• 4. Do not use slang words or Poor Language. Respond clearly with “yes” or
“no” when speaking. Never use swear words.
• 5. Address the Caller Properly by his or her title. (i.e. Good morning Mr.
Brown, Good afternoon Ms. Sanders). Never address an unfamiliar caller by
his or her first name.
• 6. Listen to the Caller and what they have to say. The ability to listen is a
problem in general but it is very important to listen to what the caller has to
say. It is always a good habit to repeat the information back to the client
when you are taking a message. Verify that you have heard and transcribed
the message accurately.
• Be patient and helpful. If a caller is irate or upset, listen to what they
have to say and then refer them to the appropriate resource. Never snap
back or act rude to the caller.
• 8. Always ask if you can put the caller on hold. If you are responsible for
answering multiple calls at once, always ask the caller politely if you may
put them on hold. Remember that the caller could have already waited
several minutes before getting connected to you and may not take lightly
to being put on hold. Never leave the person on hold for more than a few
seconds or they may become upset and hang up.
• 9. Always focus on the call. Try not to get distracted by people around
you. If someone tries to interrupt you while you are on a call, politely
remind them that you are on a customer call and that you will be with
them as soon as you are finished.
Making Calls
• Always identify yourself properly. When calling a client or customer,
whether in person or when leaving a message, always identify yourself
properly by providing your name, company name and contact telephone
number. For example, "Good afternoon Mr. Brown, this is Ms. Brown
from Officeskills.org. My telephone number is 408-555-1212." Always be
aware of confidential information when leaving messages. Also, be aware
of people around you while talking on the phone. Be discreet! Someone
next to you might overhear confidential information that could
negatively affect your business.
• Avoid leaving long winded messages. Remember, someone has to listen
to your message, write it down and then act upon it. Your message may
be just one of many messages that need to be handled. It is often a
good habit to write down or type out your message in advance. Keep it
brief and to the point
 The Top Most Important Rules of Proper
Telephone Etiquette
• With so much attention being placed on online communication, whether
it's via email and social media, it seems that conversing with your actual
voice is a lost art. However, answering the telephone is still a big part of
the experience for many businesses.
• Talking with someone effectively on the phone truly is an art form. It’s so
much different from both talking to people online and in person. Online,
you have the time to really devise a great answer and think about what
you are going to speak about before you press “enter.”
• And when you are talking to someone in the flesh, you can use your facial
expressions and body language to better translate what you are trying to
get across. But when you are talking on the phone, it’s all about your
voice and the way you speak to them directly. That’s why having good
manners on the phone is so important.
• Whether you work in retail, a restaurant, or any other type of service
industry, phone calls are still immensely important. Customers will call
you on the telephone and the conversation they have with you will shape
their entire perception of your company.
• If you want that perception to be a positive one, here’s what you need to
do to step up the way you help customers on the telephone
 Answer the Telephone Quickly As Possible
• Most people who call you will hang up if the phone doesn’t get answered
after five or six rings. The patient customers will wait as long as they
need to, but if you answer after the 20th ring, you can be sure that they
won’t be in a good mood on the other side of that telephone
conversation.
• If it takes you forever to answer the phone, the customer’s first
impression is that you’re either lazy, have no manners, or that you simply
don’t care. And that’s a huge no-no when it comes to telephone
etiquette. They might also think that you are understaffed or
disorganized.
• It should not take you more than three or four rings to answer the phone.
It’s a fast-paced world, and people simply don’t want to wait for any type
of service these days – especially not on the telephone.
• A common question that comes up is what you’re supposed to do if you
are dealing with a customer live and the phone begins to ring. The proper
etiquette is to ask the customer politely if they would mind if you took a
second to answer the phone. Most will appreciate the fact that you asked
first, and tell you that it’s fine. In such a case, they’ll be willing to wait to
speak to someone most of the time.
• If your staff really is too busy to answer the phone, make sure that your
voice mail options enable the user to get to the menu easily and get
transferred to a live person as soon as possible. There should always be
someone who has a desk job in your company who is able to field calls
when no one else can.
 It Can’t Hurt to Rehearse
• If you’re going in to the act of answering the phone with the mentality
that you are simply going to wing it, then you’re setting yourself up for
failure. There’s nothing wrong with practicing or at least knowing what
you are going to say when someone calls. You should have a
standardized greeting that you use that is polite and informative. Give a
welcoming greeting and let them know immediately who they are
speaking with.
• If you’re answering customer questions via email, you probably have
standardized answers to frequently asked questions that you use as a
guideline. You should be approaching phone calls in a very similar way
• When it comes to rehearsing your phone response, what you are going to
say isn’t the only thing that you should be thinking about. You should also
practice how you are going to talk. Having a polite tone of voice is one of
the most important things when it comes to communicating successfully
on the phone and practicing good telephone etiquette.
• Practicing this tone of voice will help you when you need it most. If you’ve
had a hard day at work and politeness is the last thing on your mind, the
fact that you have practiced your delivery should enable the polite voice to
kick in naturally, no matter how you are really feeling at that moment.
 Know Who To Connect To
• There will be times when you are unable to help the customer and you will
need to connect them to the right person. Notice that we said “connect” and
not “transfer.” Customers who are “transferred” frequently feel like they are
being passed off. They also complain that having to tell their story to more
than one person is just a waste of time. And the word “connect” just sounds
a whole lot friendlier than the word “transfer.”
• Say you need to connect the caller with the shipping department. In this case
you would say, “To get the information that will answer your question, I will
need to connect you with the shipping department. Would that be all right?”
• Then make sure that someone is there in the shipping department to
take the call and field the help request. When the shipping department
answers, be sure to introduce the caller, and explain the reason for the
telephone call. You should also stay on the line for a moment to be sure
that the caller is being helped.
 Ask Before Putting the Caller on Hold
• There is absolutely nothing that is more maddening than being put on hold
as soon as your call has been picked up. That’s one of the cardinal rules of
phone etiquette. And the worst thing about this is that it is a common
occurrence. The person who answers the phone puts you on hold even
before they get to hear your voice. Sound familiar? It is easily one of the
worst things people fret about when calling customer service.
• Obviously, this is completely terrible etiquette when it comes to fielding
phone calls. In reality, you should really never put anyone on hold unless it’s
absolutely necessary.
• But if it is necessary, be sure to take some time to do it properly. Answer
the phone, thank the person for calling and then ask them politely
whether it is alright if you put them on hold for a few seconds.
• Here’s another important thing. Asking is not enough. Wait for the person
to respond. It’s important to make sure you have initiated the conversion
and confirmed that you are there for them. If you ask politely if you can
put them on hold for a few moments, most customers will say “sure.” Be
sure to use that approach if it’s indeed necessary.
• So then the next question is, how long is too long when putting people on
hold? The general rule of thumb is that you should not leave anyone on
hold for more than a minute. If you really do have a pressing matter that
demands your immediate attention for more than a minute, then what?
• You need to get back to the customer, explain to them that you are really
busy now, and transfer them to someone who can speak with them
immediately.
• Being on hold can be really frustrating, and if you don’t handle it
correctly, there’s a good chance that they’ll never call back.
 Make Time for a Proper Ending
• Whether you’ve helped solve the customer’s inquiry or not, ending the
call needs to done the right way. Once again, it’s all about being as polite
and warm as possible to the caller.
• Don’t make it feel as if you are in a rush to get off the phone with the
caller. First and foremost, you need to ask them if there is anything else
that you can help them with.
• If there is nothing else, then you need to thank them for calling and wish
them a pleasant rest of the day. Use their names when addressing them
too, it makes the entire experience more personalized.
• Finally, it’s also proper phone etiquette to make sure that the customer
hangs up the phone first!
 Conclusion
• The lesson that needs to be learned from this is that phone calls should not
be taken lightly. When a customer calls you, there is a good chance that this
is their first contact with your company, and you need to make a good first
impression and create a positive and lasting relationship with the caller
when answering the call.
• Having good telephone etiquette is a great starting point for providing a
great customer experience. This initial contact could mean a lot when it
comes to getting a picture of your business and what it stands for. Make
them feel at home. Great phone manners make people feel better about
doing business with you.
 Formal/Good Voicemail Greetings
• Greeting
• Your Name
• Your Company Name and Department Name or both
• Statement that you cannot take their call right now
• Invitation to leave a message
• When they can expect a return call
• Who they can contact for immediate assistance (if applicable)
• No longer than 20 - 25 seconds (rule-of-thumb)
• Avoid giving out too much information and making an overly long greeting.
Sample Good Voicemail Greetings
• Hi. This is Alex Hemantha. I can't take your call right now, but I would
like to return it as soon as I can. So, please leave me a detailed
confidential message after the tone. If you need immediate
assistance, please call my secretary, Suzy Smith at extension 6336.
Thanks for your call.
• Hello. You have reached the Accounting Department. The department
is currently closed. Our normal hours of operations are Monday
through Friday, 8 AM to 6 PM. Please leave us a message after the
tone and somebody will return your call as soon as possible. Thank
you.
• Hi. This is Alex Hemantha . I will be out of the office until Thursday, July
24th and I will be checking my voicemail occasionally. If you would like to
leave me a message, please do so after the tone, and I will return your
call as soon as I can. If you need immediate assistance, please call my
secretary, Suzy Smith at extension 6336. Thanks for your call.
• You have reached the desk of Alex Hemantha . I am currently on the
phone right now, but I would like to return your call later. If you would
like, please leave me a message after the tone. If you need immediate
assistance, please call my secretary, Suzy Smith at extension 6336. Thank
you for calling.
Informal/Bad Voicemail Greetings
• Hi. This is Joe. Leave me a message.
• {Music playing for an extended period of time} Hey! Talk to me.
• Hi. You have reached the XYZ Company. Please leave us a message.
• The office is closed. Please leave a message after the tone.
• Hello. You have reached the office of Joe Kartonia at XYZ.com. I will be
out of the office having a vasectomy and will return on Thursday,
August 26th at 8:30 am. I will be experiencing a lot of discomforts, so I
will not be checking my voicemail at all. If you would like to leave me a
message, please do so after the tone. You can leave me a detailed and
confidential message, and I will return your call as soon as I can. If you
need immediate assistance, please call my secretary, Sally Johnson at
extension 3663. Thank you for your call, and I will get back to your
when I return, and I am feeling better.
Effective Email Communication:
What Not to Do
• As administrative professionals, you are required to deal with a high
volume of email. If you do it well, you shine. Effective email
communication sets the tone in establishing and maintaining strong
relationships with your colleagues and clients, which makes it vital to
your career success.
• Despite the fact that communicating through email is standard in nearly
every office environment, some people still shoot themselves in the
foot when using it. Following are the most common types of email
offenders, along with tips to ensure you aren’t “that person.”
 The Font Abuser
• These messages are a cacophony of color and confusion — fanciful fonts in
various sizes, highlighted phrases, bold, italics and underlining. In extreme
cases, the Font Abuser might even include clip art or images, particularly in his
signature.
• Aside from being overwhelming, these messages may not come across as
intended. Depending on the email server the recipient uses, messages
incorporating HTML or other images may not show up properly in the email
body.
• The solution:
• Stick to the font your email server automatically chooses. Emphasize certain
words using bold, italics or underlining as needed, but avoid relying on colors
and images to make your point
The Texter

• The rules of grammar don’t apply to the Texter. Because she

frequently emails from a cell phone, the messages read like texts —
including lack of punctuation, shorthand, acronyms and even
emoticons. The result is a sloppy message that makes the sender look
lazy and unprofessional.
• The solution:
• No matter how short it is, think of your email more as a business
letter than a text message. Effective email communication dictates
that you greet the recipient by name, include your signature after the
message, use proper punctuation and spell-check before sending.
 The Forwarder
• Jokes, chain mail, political messages — topics in messages from the
Forwarder extend far beyond those relevant to the workplace. More
often than not, the extra inbox clutter irritates the recipients. Worst-
case scenario? A colleague or client might be offended by the content
of the email and complain to a manager or move to a competitor.
• The solution:
• Stick to work-related topics. Constant email from one sender can easily
turn into a “boy who cried wolf” scenario — eventually they’ll be
deleted, unread. The less frequently your name appears in a colleague’s
inbox, the more likely he is to pay attention to what you have to say.
 The Rambler
• Messages from the Rambler read like a State of the Union speech,
covering a multitude of topics and dragging on way too long. The
Rambler is often prone to tangents, veering off the original subject into
another matter altogether. These types of messages are often ignored or
deleted.
• The solution:
• Focus on one topic, and type that topic in the subject line of the email. If
your message covers everything but the kitchen sink, recipients are
more likely to skim and forget, so get to the point.
 The Replier
• The Replier is apparently unaware that an option other than Reply All
exists. She responds to every department-wide email, and the whole
company receives the response, even if it’s relevant only to the sender.
• The solution:
• Check not only the recipient field but also the CC field before replying to
any email. Aside from cluttering your coworkers’ inboxes, you could
accidentally send a sensitive or personal message to the wrong recipient
or, even worse, to the entire company.
• Taking a step back and evaluating an email in light of these and other
tips just before you send will not only save you a great deal of heartache
— because once you press Send, you’ve passed the point of no return —
but also make you a pro at effective email communication
 Examples of Receptionist Skills
• Professionalism
As a receptionist, you’re supposed to be the first person a client or other
visitor sees upon arriving. That means you are responsible for providing
everyone’s first impression of your employer. You must therefore embody
your company’s ideals, both in your behavior and in your appearance,
• Look the part. Greet everyone with a smile and a kind word and show that
you are happy to help.
 Communication Skills
• Communication is very important, since your primary job is to greet
people, find out what they need, and help them get it. Most of this
communication will be verbal, either in person or by telephone. Besides
interacting with visitors, you will also have to work closely with all the
various people whom visitors come to see. If an important meeting falls
through, you may have to explain why. If someone is having a bad day, you
may bear the brunt of it. If an emergency develops in or in front of your
place of business, you may be the first person who must respond to it and
decide what to do. And always you will have to make sure information
flows through you accurately and efficiently.
• 1. Communication
• First and foremost, you should focus on your verbal and written
communication skills, along with your sharp listening abilities. Play up
your customer service successes and your track record of providing office
support.
 Build Your Written Communication Skills in 5
Steps
• Written communication skills may be crucial for you too, for instance, if
you have an administrative job where you're drafting memos, emailing
clients, or using social media. But if you’re not very good at these tasks,
you're likely to create a bad impression. And if you aren't clearly getting
the message across with your writing, your chances for promotions,
raises and bonuses may be harmed.
• If writing abilities are a weakness, the time to improve is now. Here are
five easy steps that can make a real difference in developing effective
written communication skills
• Have the right mind-set
• Before you begin any writing project, gather the necessary resources
and have them nearby. The more prepared you are, the more relaxed
you’ll be as you start. If you’re feeling angry, confused or unhappy, step
away from the keyboard. Chances are, you’ll write something you’ll
regret later.
• Sort it out
• Make sure you have a game plan in place. What is the main message
you want to get across? What do people need to know to support your
goal? It’s helpful to write down all your key points in advance, so you
don’t forget any. Also create a brief outline of what you’d like to cover in
a logical order. This step can be particularly useful for larger documents
that need to address many issues.
• Don’t keep readers in suspense
• Professionals with strong written communication skills know that it’s
critical to get to the point with any message, or readers may just stop
reading. Between emails, texts, the Internet, memos and reports, people
are on information overload today, and they won’t wade through long-
winded materials.
• The KISS (Keep It Simple, Stupid) philosophy is a good one to follow.
Include summaries at the beginning of big reports, and use bullets or
numbers to separate points (just look at what I’ve done with this blog).
Also avoid using acronyms or industry jargon. You may know that the IAAP
is a big association for administrative professionals, but your audience
may look at IAAP, think “huh?” and get confused or annoyed. Worse yet,
they may stop reading
• Stay professional
• As you try to improve your written communication skills, take everything
you write seriously, steering clear of any controversial or sensitive
subjects. This can be easier said than done, I know. Seriously, who
doesn’t want to joke around with coworkers in emails about a ridiculous
new company policy? You never know when your email or other message
could be forwarded, though. When in doubt, think about whether you’re
comfortable with your boss reading what you’ve said.
• Check it again … and again
• Maybe you feel like your written communication skills are on track as you
make a compelling case for updating your office’s phone system.
However, as you put together your masterpiece, you’re moving along so
quickly that the document is filled with typos and spelling mistakes. No
worries, you tell yourself, you’ll just run a spellcheck, and all will be fine,
right?
 Are You Giving Your Colleagues Your Best
Customer Service?
• You don’t have to be on a support or service team to provide excellent
customer service. In fact, rising stars in most organizations treat
coworkers, managers, clients and vendors as if they were valued
customers. If you want to move ahead in your accounting career, think
about whether your colleagues consider you a problem solver or a
problem creator, a collaborator or a divider.
• How can you get a handle on your customer service? Start by asking
yourself these five questions:
• Do you treat your colleagues as unique individuals?
• For many people working in a demanding accounting role, it can be easy at
times to focus only on the numbers. You may forget that people with the
information you need are extremely busy professionals just like you. To
give excellent customer service, be courteous and friendly in your
interactions with colleagues. Make the effort to get to know people on an
individual basis so you can more effectively build rapport and tailor your
approach.
• Do you ask them for feedback?
• Some people don’t want to hear about what they could be doing better.
But you can’t improve if you don’t know where your efforts are missing
the mark. And if you don’t cultivate an openness to listening to others’
opinions, you’re less likely to hear kudos when you’ve earned them.
Simply put, proactively inquiring about other people’s experiences
working with you shows you care about your job and your workplace
relationships.
• When you receive constructive criticism, do you actually listen?
• Asking for feedback is a great start. Take care to listen to what’s being said
and, if the comments are on point, address them. If you aren’t sure, talk to
your manager about the content of the feedback to help you figure out if you
or your team needs to make changes to provide better customer service.
• Do you lend a hand when your coworker is in a jam?
• We’ve all been there: A back-burner project suddenly becomes the chief
financial officer’s top priority. Or maybe it’s just taking longer than expected
this month to get the data needed to close out the books. If you want to be
regarded as a professional who gives excellent customer service to your team,
volunteer to help others who are in a bind whenever your workload allows.
This approach will likely come in handy down the road when you find yourself
in need of assistance.
• Do you offer potential solutions?
• Few workplaces reward those who always have something negative to
say. The best way to become a positive contributor is to think up or find a
solution to present when giving constructive criticism.
• Regardless of your role or level of experience, you can’t go wrong by
adopting a more service-oriented approach.
Game On! How to Navigate Office Politics to Win
• DO pay attention to the rumor mill
• Is a senior accountant leaving the company? Are cutbacks a strong
possibility in your department’s future? Were the CEO's emails hacked?
• In many workplaces, you’re likely to hear rumblings around the water
cooler before the news is official. Keeping your finger on your company’s
pulse can help ensure you’re prepared for anything. That said, don’t
believe every rumor that’s floated. Be aware but discerning.
• DON’T engage in mudslinging
• Keeping an ear to the ground for information about business matters is
one thing, but spreading rumors about colleagues is the dark side of
office politics and could land you in hot water. Telling a coworker about
the bookkeeper’s promotion is OK; talking about what you heard she
did at the holiday party is not. Avoid gossiping about others’ personal
lives, and make it known you’re not interested in hearing those types of
rumors.
• DO start a grassroots campaign for support
• Get to know key players throughout your organization, and take the
time to show your appreciation for their contributions. Offer to help
your colleagues whenever possible, and follow up on your promises so
that you build a foundation of trust.
• DON’T start a smear campaign to get ahead
• Taking your fair share of credit for a group project is fine, but don’t be a
glory hog, credit thief or undermine. Even if you succeed in briefly shining
in your manager’s eyes, this form of office politics can damaged your
credibility with your peers.
• DO communicate effectively
• Perhaps your boss prefers discussing new projects in person, while other
managers in the company like to use email as the main method of
communication. Pay attention to others’ work styles, preferences and pet
peeves, and do your best to be accommodating.
• DON’T hog the airtime
• Whether you’re the latest hire or the head of the department, doing all
the talking and no listening is a sure way to lose votes of confidence.
Reach out to your colleagues regularly and truly listen to what they have
to say. Not only will you be showing them respect and building rapport,
you’re also likely to learn a lot.
• Accounting professionals can play office politics without sacrificing their
values and integrity. As Bill Driscoll, a district president for Accountemps,
said, "The key is to understand what's at the core of politically charged
situations, such as personalities or working relationships, and try to
resolve issues in a tactful manner. If you must get involved, you want to
be seen as the diplomat."
• Not necessarily. A spellcheck can miss some errors. So it’s worth
spending a few extra minutes to reread messages yourself. And ask
coworkers to take a look at crucial documents before sending them.
That way, you can make sure you’re getting your point across clearly and
“wowing” people for the right reasons.
• No one's perfect, of course. That's why it’s smart to make the extra
effort when preparing any written material.
• Make sure the point is clear. State the purpose of your written
communication up-front so people understand why they should read
on. For instance, “To follow up our staff meeting last week, here is a
list of the tasks that need to be completed by Friday, along with the
names of those assigned to each task.”
• Avoid getting sidetracked. Sometimes you’ll start writing and realize
an unrelated issue needs to be discussed with the same audience. Try
not to go astray by combining too many messages into one
document. Those with great writing skills know when it’s time to put
material into separate documents for greater impact.
• Present the order of information logically. Do your key points follow
a logical sequence?
• Don't overwhelm readers with long paragraphs. If you’ve ever received
an email that contained one very long paragraph, you know it's no fun on
the receiving end. When there aren’t enough breaks in the content, it
makes the message overwhelming to readers. So be sure to separate key
themes into different paragraphs.
• Use bullets and numbering when possible. This is a great way to improve
the readability of any document.
• Use homonyms (like they’re, their and there) correctly. No matter how
strong your writing skills, it’s easy to make a mistake if you’re writing
quickly. So always double-check your work before sending it out. You
don’t want readers wondering how you made it past third grade.
• Proofread document for typos and other errors. Features like spell-
check can help with proofreading, but can never replace a thorough
personal review. Pay special attention to proper spelling, grammar and
punctuation.
• Get the names right. You should also pay particular attention to names.
Ericka with a ck isn’t likely to appreciate being called Erica, no matter
how innocent your mistake. Features like spell-check can help with
proofreading but can never replace a thorough personal review.
List of Skills for receptionist/Secretary
• 1. Technology Skills
• Most obviously, you will be using a telephone system, probably one
featuring multiple internal and external lines that you must keep
operating smoothly. You’ll also most likely need to be familiar with
spreadsheets, word-processing software, your company’s email and
file-sharing systems, and possibly several social media platforms and
your company’s own software solutions. And there will be a copy
machine. There is always a copy machine and the paper will always jam.
Can you fix it?
• 2. Technical skills
• Your receptionist resume should include your experience using phone
systems, copiers and printers. Word processing skills are a must, while
familiarity with Excel, desktop publishing or industry-specific software
can give you an edge. Be sure to play up these assets.

• 3. Organization Skills
• A stellar receptionist resume shows that you're organized in every task or
project you take on. A great receptionist should be able to find files and
phone numbers at a moment's notice and maintain a tidy work area. On
your receptionist resume, highlight a filing system you implemented or
how you typically organize key contacts so you always have them at your
fingertips.
• 4. Prioritizing
• Receptionists are often tasked with tackling dozens of duties at once,
with many requests coming in on the fly, requiring you to operate with
grace under fire. Detail how you prioritize multiple projects and
requests. The last thing an employer wants is an easily flustered
receptionist.

• 5. Multitasking
• Handling several tasks simultaneously is the status quo for receptionists.
Some examples include juggling multiple phone lines; face-to-face
contact with clients, visitors and employees; and clerical duties. Note
the types of tasks and situations you've handled regularly – and how you
did so calmly and efficiently.
• 6. Interpersonal skills
• As a receptionist, you are the eyes and ears of the company, making soft
skills like dealing with office politics crucial to protecting your own
reputation and the company's. Note your ability to maintain good
relationships with employees at all levels of the company, including
executives.
• 7. Initiative and problem-solving abilities
• In a recent Office Team survey, administrative professionals noted how
they are taking on a multitude of tasks beyond their conventional role,
including event planning and controlling costs. In the same survey, most
managers interviewed said that support staff have taken on other key
tasks, including helping companies manage their social media profiles
and with screening job applicants. Prove how essential you've been to
past managers by highlighting on your receptionist resume examples of
ways you took the initiative to solve problems and take on special
projects.
• 8. Dependability
• Because receptionists interface with nearly every client and employee —
whether it's face to face or on the phone — they need to be highly
dependable. Spell out in your receptionist resume your track record for not
letting anything slip through the cracks.
• While some of these skills may seem like a given, it's essential to bring them
to light in your receptionist resume. Showing that you're well-rounded in
these eight areas could give you the edge during the hiring process.
 Ways to be Organized
•You will be the nexus of a large part of your
employer’s internal communication. That means
you’ll not only have to keep yourself organized,
you’ll have to keep everyone else organized, too.
You may also be responsible for stocking and
straightening reading materials or informational
resources in your waiting area as well
Here's How to Set Up a Tickler File for Better
Organization
• If you help run an office, organization is probably at the top of your
administrative skills list. Looking for a new way to stay on top of your to-
do list? A tickler file may be just the tool you need to improve efficiency
and your ability to focus. Any savvy administrative or executive assistant
knows that juggling multiple tasks is a massive part of the job. You’re
responsible for staying on top of other people’s schedules, handling and
processing paperwork, fielding phone calls and answering email — all
while maintaining a calm and positive attitude.
• It's all part of the job, but it can be a little daunting and sometimes a bit
frustrating.
• A tickler file can help
• Enter the tickler file, a funny name for a serious, although low-tech,
organizational tool. It’s a filing system with folders for each day of the
month that serve as a reminder for what you have to do that day. It’s
like having a huge calendar at your side to manage day-to-day work
activities and paperwork, and it's intended to be an addition to your
regular online or paperless calendaring and scheduling system. If used
consistently, it can really take your workspace and task management to
the next level
 How do I create a tickler file system?
• You can put one together relatively quickly and easily. To create this paper
filing system, all you need are 43 file folders and a box or cabinet to store
them in, preferably somewhere near your desk so it’s always close at hand.
Label 12 of the file folders "January" through "December" and the rest of
them "1" through "31" for each day of the month. Documents within the
folders of a tickler file might include follow-up reminders, to-do lists, bills,
invoices, travel tickets, hotel reservations, birthday reminders or any other
papers that require future action.
• A basic setup like this is relatively inexpensive and uses minimal space.
You can get everything you need from any office-supply retailer. Choose
from a variety of file folder colors and unique storage box designs to
arrange something that’s attractive as well as useful. If you’re creative,
decorate the folders to make the system reflect your unique personality.
 How do I use a tickler file system?
• To put the tickler file into action, put tasks or items (on paper) that need to be
done by particular days into the corresponding days' folders for the current
month. For example, if you process invoices on the 15th of the month, place all
invoices that come across your desk into folder No. 15. If the due date for a task
is more than 31 days out, place it in the corresponding monthly folder.
• Every morning when you get to the office, check the folder that corresponds to
whatever day it is, which will be at the front of your file. If it’s the eighth of the
month, folder No. 8 should be at the front, filled with all of the items you need
to do that day.
• At the end of the day, place any unfinished tasks into tomorrow’s folder. Move
the empty numbered folder to the next month and start filling it with tasks. The
next morning, start all over again with folder No. 9 and so on, cycling through
the days until the month ends and everything starts over again with folder No.
1.
 Showcase your administrative skill for organization
• You can place any type of task into your file. The system is especially
useful for time-sensitive documents or anything with a hard deadline.
You can also use it to remind yourself of recurring tasks, like filling printer
paper every two days. Just write yourself a note on an index card and
place it in the correct folder.
• At first, using a tickler file might seem like an added layer of complication
to your busy day, especially with Outlook and other online calendar
systems available. However, we still need a place to put paper items, and
this system is very helpful in reminding you of things when you need it,
but not when you don't. In a world where we're online all the time, it can
even be a relief to have such a simple and effective non-tech approach to
organization. There's also something satisfying about placing an empty
folder at the back of the pack when the day is over
 How to Handle Competing Priorities
• Are you struggling to keep up at work? Here are some time management
tips for staying calm and focused when faced with competing demands in
office support jobs.
• Your assignment requires you to support three busy executives. Each has
given you a project that must be completed by 9 a.m. on Monday. You want
to do a good job, but how can you effectively prioritize at work so that it all
gets done, done right and done on time? These three time management tips
will help you with your workload:
• Communicate
• Discuss details and deadlines with managers to come up with a workable situation
that satisfies everyone.
• By asking questions, you may discover one manager only needs a report summary
for a 10 a.m. conference call, not the full report. Learn how to effectively
communicate with each boss so you can get a better understanding of individual
goals
• Create a timeline
• Having a timeline and regularly informing each manager of your progress reduces
scheduling conflicts. Often your bosses are not fully aware of the amount of time
a project will take to complete. Does it require that you stay late? Come in over
the weekend? Will it involve members from other departments or tech support?
Effective time management means letting your managers know if project demands
are not in line with what was shared at the beginning.
• If it looks like you may not finish a project on time, don’t wait until it’s too late fix
the problem. Let your supervisors know as soon as you become aware you may
not make the deadline so there’s time to find a solution.
• Get help
• If you’re struggling with time management when you have to manage
competing priorities, reach out to your coworkers and see if another
admin is available to help out. You may also want to create a shared
document folder that lists all of your projects and lets everyone know
exactly what you’re working on. If you go this route, make sure you
aren’t violating any confidentiality issues.
• These three tips apply to all office support jobs, so regardless of your
role, following them will help you perform better.
• One word of caution, though: You don’t want to be the person who’s
always asking for help but is never available when someone else needs
support. Whenever possible, offer to assist with future projects. Your
coworkers also have to deal with time management issues, so lending a
hand when you can shows that you understand what they're facing and
are grateful for those times they pitch in to help you.
Multitasking
• Keep a List!
• No matter how organized you may think you are, chances are you’re
actually a lot less organized than that. If you don’t think you need to
write down the tasks you’re responsible for when you’re trying to
keep track of three things at once, just wait until you mistakenly
forget two of those things, and then have to rush to complete them
while ensuring the first one gets done.
• Making a list is absolutely necessary when you’re multitasking,
because if the chances of forgetting one thing are pretty good,
dropping the ball on other things is increasingly likely. Suddenly, it’s
3pm and you’re rushing to get all of the tasks you were supposed to
have finished by 2pm done.
•
• Prioritize Tasks
• Multitasking can be extremely productive if you learn how to properly
prioritize the tasks you need to do. There’s no point in multitasking if it
means you’ll be late on completing your most important task. Medical
office assistant colleges will teach you that sometimes multitasking can be
detrimental to the tasks at hand. One of the most important things to
remember when multitasking is that you have to know when to cut your
losses and just focus on the most important thing. Sometimes you can’t get
everything done at once, and one task over everything else requires your
utmost attention. That’s okay. Knowing when not to multitask is just as
important to achieving a good balance.
• Know When You Work Best
• Knowing when you’re at your best when it comes to concentration is key to
being able to work on many tasks throughout the day. If you know that
mornings have you alert and fresh and able to complete things easily, do the
majority of your tasks then. If you start to drag during the lunch hour but
then pick up again in the afternoon, make the workload in the middle of your
day a little lighter, and get back into the swing of things at the end of the day.
• When it comes down to it, keeping aware of your tasks and not letting the
workload overwhelm you is the key to success in multitasking. It can be done,
and often it can be done extremely efficiently and productively, but you have
to know your limits and your strengths.
• Keep a List! No matter how organized you may think you are, chances are
you’re actually a lot less organized than that. If you don’t think you need
to write down the tasks you’re responsible for when you’re trying to keep
track of three things at once, just wait until you mistakenly forget two of
those things, and then have to rush to complete them while ensuring the
first one gets done. Making a list is absolutely necessary when you’re
multitasking, because if the chances of forgetting one thing are pretty
good, dropping the ball on other things is increasingly likely. Suddenly, it’s
3pm and you’re rushing to get all of the tasks you were supposed to have
finished by 2pm done. Prioritize Tasks Multitasking can be extremely
productive if you learn how to properly prioritize the tasks you need to
do. There’s no point in multitasking if it means you’ll be late on
completing your most important task. Medical office assistant colleges
will teach you that sometimes multitasking can be detrimental to the
tasks at hand.
• One of the most important things to remember when multitasking is that
you have to know when to cut your losses and just focus on the most
important thing. Sometimes you can’t get everything done at once, and one
task over everything else requires your utmost attention. That’s okay.
Knowing when not to multitask is just as important to achieving a good
balance. Know When You Work Best Knowing when you’re at your best
when it comes to concentration is key to being able to work on many tasks
throughout the day. If you know that mornings have you alert and fresh and
able to complete things easily, do the majority of your tasks then. If you
start to drag during the lunch hour but then pick up again in the afternoon,
make the workload in the middle of your day a little lighter, and get back
into the swing of things at the end of the day. When it comes down to it,
keeping aware of your tasks and not letting the workload overwhelm you is
the key to success in multitasking. It can be done, and often it can be done
extremely efficiently and productively, but you have to know your limits and
your strengths.
 Multitasking Capability
• You will seldom have only one thing to attend to. A new phone call may
come in while you are still online with the first, so you must greet the new
caller and then switch back. Meanwhile, three people might be waiting in
person to talk to you. You will have to keep the needs of each person
separate in your mind, not neglect anyone, and not get overwhelmed or
frustrated.
• Some people enjoy the challenge. Some do not.
• If you can multitask well, you can be an asset to your employer and your
company, and you'll likely be successful as a receptionist.
 How to Include Interpersonal Skills in Your
Cover Letter and Resume
• You’ll want to reference your interpersonal skills in your cover letter. You might
also be able to include them in your resume, particularly if your resume
features a summary at the top, or if your job description is formatted with
paragraphs, rather than bullet points.
• This is because each interpersonal skill you reference should be connected to
an anecdote, or example, of when or how you used this skill.
• (It's easier to do that in a paragraph rather than a bullet point.)
• Still, a sentence like, “My interpersonal skills include a great ability to motivate
others, develop rapport with coworkers, and resolve conflicts” will fall flat.
Instead, show how you used your skill. For example, “I have a very strong set of
interpersonal skills.
• For example, my ability to motivate the individuals I manage is
demonstrated in how consistently I meet, and beat, deadlines without
burning out my team.”
• Keep in mind that interpersonal skills are very interdependent, meaning
that in order to have strong negotiating skills, you will also likely have
great listening skills. Try to capture these relationships as they can be a
way to discuss two interpersonal skills with just one real-life example.
 Personal Skills
• When organizations hire, they seek employees with the personal skills
and attributes to successfully interact with others in the workplace, and
complete assignments well and on time.
• Personal skills are those that allow you to interact with others, express
yourself, and manage yourself. Your personal skills shape not only the way
you work, but also the way you live your daily life.
• Instead, they are soft skills – qualities or attitudes that a person
demonstrates.
Why Employers Value Personal Skills
• Personal skills are critical to almost any job. Someone with strong
personal skills generally works well with employers, employees,
colleagues, clients, and vendors. They can communicate ideas clearly,
and listen well to others.
• Someone with strong person skills also typically has a positive
attitude in the workplace. This is critical to creating a strong company
culture.
• They also bring success to their companies. They are often responsible
employees that people can rely on for help, and they meet deadlines and
complete tasks. People with strong personal skills are also often
motivated and passionate about their work, which contributes to their
success.
• Overall, employers look for job candidates with strong personal skills
because they make the office a better place to work, and they complete
their work successfully.
Top Four Personal Skills

• Critical Thinking
Employers want employees who are able to solve problems on their
own using creative thinking and thoughtful analysis. Critical thinkers
are useful in every industry, from healthcare to engineering to
education.
• Dependable
Dependability is a very important quality in an employee. Employers
want someone who is reliable and responsible. These kinds of
employees can be trusted with more responsibilities, and might
become strong leaders and managers.
• Motivation
Employers look for employees who are positive and passionate about
their jobs, and are motivated. Motivated employees tend to put the most
effort into their work.
• Social Skills
• What are social skills? Social skills are those we use to interact with other
people. Social skills include both verbal skills (the way you speak to other
people) and nonverbal skills (your body language, gestures, and eye
contact).
Why Employers Value Social Skills
• Social skills are important soft skills — these are personal qualities
related to interacting with others. Almost every job requires social
skills. If you work on a team, you need to be able to get along with
others. If you work with clients, you need to be able to listen to their
questions and concerns. If you are a manager, you need to be able to
motivate employees.
• Even if your job does not involve interacting with other people very
much, you still need the social skills to interact with your employer
and colleagues.
• Because social skills are so important, almost every employer looks for
job candidates with these skills. It is therefore important that you have
strong social skills, and that you show these in your resume, cover letter,
and interview.
• Read below for a list of the top five social skills that employers seek in
candidates for employment. Also
read below for tips on how to demonstrate that you have social skills
throughout your job search.
• 1. Empathy
• Empathy is a very important skill. To interact well with others, you need to be
able to understand how they are feeling.
• Empathy is especially important when dealing with clients who come to you
with questions or problems. You need to express genuine concern for their
issues, and help solve them.
• Even when you disagree with an employer, coworker, or employee, it is
important for you to understand and respect their point of view. Using phrases
as simple as "I understand where you are coming from" demonstrate that you
have been listening to the other person and respect their opinions.
• 2. Cooperation
• Cooperation is especially important when you work on a team. You need to be
able to work with others to reach a common goal.
• However, even if you do not work on a team, cooperation is still important. You
need to be able to work alongside colleagues to help achieve the goals of your
organization.
• 3. Verbal Communication
• Verbal communication is an extremely important social skill in every job.
You need to express yourself using clear language that others can
understand. You need to be able to speak in person, on the phone, and
via email with others.
• 4. Listening
• Another important communication skill that helps you interact well with
others is listening. You need to be able to listen carefully to what your
employer tells you to do, to what your colleagues say in a meeting, and
to what your employees ask of you. You need to listen to clients’
concerns, and express that you have listened carefully. People respond
well to others when they feel they are being heard.
• 5. Nonverbal Communication
• While verbal communication is an important skill, so is nonverbal
communication. Through your body language, eye contact, and facial
expressions, you can express that you are an empathetic person who is
listening carefully to others
6. Confidence
• It is important to be confident in all of your interactions with others.
Confidence ensures your coworkers that you believe in and will follow
through with what you are saying. Exuding confidence can be as
simple as making eye contact or using a firm but friendly tone (avoid
making statements sound like questions). Of course, be careful not to
sound arrogant or aggressive. Be sure you are always listening to and
empathizing with the other person.
7. Open-Mindedness
• A good communicator should enter any conversation with a flexible,
open mind. Be open to listening to and understanding the other
person's point of view, rather than simply getting your message
across. By being willing to enter into a dialogue, even with people
with whom you disagree, you will be able to have more honest,
productive conversations.
8. Respect
• People will be more open to communicating with you if you convey
respect for them and their ideas. Simple actions like using a person's
name, making eye contact, and actively listening when a person
speaks will make the person feel appreciated. On the phone, avoid
distractions and stay focused on the conversation.
• Convey respect through email by taking the time to edit your
message. If you send a sloppily written, confusing email, the recipient
will think you do not respect her enough to think through your
communication with her.
9. Feedback
• Being able to appropriately give and receive feedback is an important
communication skill. Managers and supervisors should continuously
look for ways to provide employees with constructive feedback, be it
through email, phone calls, or weekly status updates. Giving feedback
involves giving praise as well - something as simple as saying "good
job" or "thanks for taking care of that" to an employee can greatly
increase motivation.
• Similarly, you should be able to accept, and even encourage, feedback
from others. Listen to the feedback you are given, ask clarifying
questions if you are unsure of the issue, and make efforts to
implement the feedback
What is Secretary? Types of secretary

• The word ‘secretary’ has been originated from the Latin word
‘Secretarious’ which means ‘a parson entrusted with a secret’ or
‘keeper of secrets. The dictionary meaning of the word Secretary is
‘one employed to write or transact business.’ Therefore, by the term
‘secretary’, we mean an officer who is generally entrusted with the
responsibilities of writing and exchanging letters, maintain documents
and performing confidential activities on behalf of someone or any
organization.
• Today the scope of the functions of secretaries has been broadened to a
large extent. Now, their functions are not confined only in performing
some confidential functions. They are now employed for performing
numerous important duties and functions, like organizing and
conducting meeting, writing correspondences, keeping records and
accounts, acting as the mouth-piece of the employer and even acting as
the executive head of any division of work at state level. Therefore,
depending on the extent of responsibilities performed by the
secretaries; they can be classified in many categories, such as private
secretary, company secretaries; company secretary, secretary of the
ministry etc.
 Types of secretary
• Depending on the extent of the responsibilities performed by the
secretaries; they can be classified in many categories. The major
categories of secretary are as follows:
• Private secretary: A private secretary is a person who is employed for
performing some personal works of his employer. Generally, the high
officials of any organization or the important persons of the society,
like businessmen, doctors, actors and actresses, political leaders, lawyers
etc. employ private secretary for getting help in performing their routine
functions. Of a private secretary are conducting correspondences,
preserving and filling the important documents, making and recording
appointments, attending the guests and visitors, handling telephone calls
etc.
• Secretary of an association: Sometimes it is seen that many
associations, like cultural and sporting clubs, trade associations or some
human organizations appoint secretaries to administer their day to day
activities. This type of secretary acts either as the chief executive officer
of as the representative or as the chief adviser of the association. The
main jobs of such secretaries are to direct and supervise the functions
of subordinates, conducting correspondence with the outsiders,
maintaining the important documents and books of accounts, arranging
and conducting various meetings etc. however, they perform their
activities under the supervision of the managing committee of the
concerned body or association.
• Secretary of embassy: Every embassy or high commission or foreign
mission appoints a secretary for performing some of its important
functions. The secretary of the embassy or high commission is positioned
net to the ambassador or high commissioner. In absence of the
ambassador or high commissioner, he runs the embassy or commission
office.
• Secretary of a cooperative society: The managing committee of every
cooperative society generally appoints a secretary to administer the
society on their behalf. Any member of the society or any other outsider
person can be appointed as the full time secretary of the society on fixed
salary. The secretaries of cooperative societies also discharge their duties
under the direct supervision of the managing committee.
• Secretary of local body: When a person is appointed as the executive
head of any municipal corporation or district board or of any local body,
he is designated as the secretary of that body. Secretary of any local body
is appointed as per the rules of that body and the law also specifies the
functions, duties and responsibilities of the secretary.
• Secretary of Government department: Generally, government activities
are performed under various ministries and departments. Every ministry
or department is controlled by a minister with the help of a secretary. The
secretary is the executive head of the ministry, while the minister is the
head of the ministry.
• Company secretary: Company secretary is a high-level officer of the
company having requisite qualifications. He is appointed as per the rules
prescribed in the companies act. Company secretary is mainly
responsible for looking after the secretarial works. He generally
maintains liaison with the board of directors, employees, shareholders
and other outside parties. Now a day, company secretary employees,
shareholders and other outside parties. Now a day, company secretary is
one of the most important persons who perform some specified duties
in the company form of business. The functions that are performed
by company secretaries are maintenance of books and registers as
required by the company’s act, issue of share certificates, certification of
meetings, arranging and attending meetings, drafting the minutes,
sending returns to the register etc.
 Skills taught in Secretarial training courses

• Office procedures
• Math for professionals
• Workplace technologies
• Typing
• Office software
• Business computing
• Internet skills
• Business English
• Bookkeeping
• Records management
• Good organisation skills.
• Good time management.
• Good communications skills, written and verbal.
• Discretion.
• Confidence with IT and computer packages.
• Accuracy and good attention to detail.
• An ability to stay calm and tactful under pressure.
• Self motivation
 Secretary job description
• Reliability is the name of the game when you're a secretary. Whether
you are secretary to a single boss or to a team, you'll be indispensable
to them as you help ease their workload by providing administrative
support and helping them organise their time.
 Secretary Job Responsibilities:
• Enhances effectiveness by providing information management support.
• Answers phone calls in a pleasant, informed manner for the purpose of providing
information and creating a good image of the school
• Manages telephone message system (office hours, inclement weather and other
recorded messages)
• Greets all incoming members, families and guests respectfully and professionally
• Assists in all aspects of maintaining a professional front office, including but not
limited to, fielding and directing incoming phone calls to the appropriate staff
member in a timely, professional manner, filing and copying and faxing of sensitive
information.
• Understands, accepts, and abides by the company’s philosophy and mission
statement in all his/her school activities.
• Develops a positive, welcoming and caring climate in the Front Office.
• Consistently exhibits high standards of professional conduct.
• Effectively perform all other duties as assigned by superiors.
• Arrives punctually, be prepared for each day, and maintains regular
attendance.
• Provides for children’s/workers/members personal needs such as attending to
those who are sick or hurt; administering medications as prescribed by a
physician in accordance with training and authorization
• Requires basic clerical skills and knowledge of office practices and procedures
that involve the operation of standard office equipment such as personal
computer, copier, fax, and associated equipment that can be learned on the job
within several months.
• Assists to others with routine problems and will refer non-routine items to a
supervisor.
• Works with courtesy, tact, and diplomacy in dealing with others, and the ability
to work cooperatively as part of a team.
• Able to sit or stand for extended periods of time
• Lifts supplies and materials weighing up to 25 pounds.
• Types routine correspondence, memoranda, reports, records, bulletins,
orders and other office documents from sources such as rough drafts,
notes, and oral instructions.
• Receives, counts, opens, unpacks, dates, stamps, records, sorts and
distributes incoming mail, documents, books, materials and supplies
following established procedures.
• Sorts and stamps out-going correspondence, addresses envelopes and
packages, and prepares printed matter and other material for mailing.
• Receives and refers visitors, takes telephone calls and messages, and
provides routine information upon request.
• Enters information or data to personal computer or computer terminal
following established procedures.
• Able to read, comprehend and apply job-related written material and
make decisions in accordance with applicable systems , policies and
procedures.
• Able to perform basic arithmetical calculations (addition, subtraction,
multiplication and division of whole numbers, fractions and decimals).
• Able to compute percentages.
• Able to communicate effectively, orally and in writing.
• Able to establish and maintain satisfactory working relationships with
other employees, children, and the general public.
• Able to write legibly.
• Able to honor confidential information.
 Secretary Job Duties:
• Produces information by transcribing, formatting, inputting, editing,
retrieving, copying, and transmitting text, data, and graphics.
• Organizes work by reading and routing correspondence; collecting
information; initiating telecommunications.
• Maintains department schedule by maintaining calendars for
department personnel; arranging meetings, conferences,
teleconferences, and travel.
• Completes requests by greeting customers, in person or on the
telephone; answering or referring inquiries.
• Maintains customer confidence and protects operations by keeping
information confidential.
• Prepares reports by collecting information.
• Maintains office supplies inventory by checking stock to determine
inventory level; anticipating needed supplies; placing and expediting
orders for supplies; verifying receipt of supplies.
• Keeps equipment operational by following manufacturer instructions
and established procedures.
• Secures information by completing database backups.
• Provides historical reference by utilizing filing and retrieval systems.
• Maintains technical knowledge by attending educational workshops;
reading secretarial publications.
• Contributes to team effort by accomplishing related results as needed
Secretary Skills and Qualifications:
• Administrative Writing Skills, Reporting Skills, Supply Management,
Scheduling, Microsoft Office Skills, Professionalism, Confidentiality,
Organization, Travel Logistics, Typing, Verbal Communication
• Performs a variety of clerical and secretarial duties in a department or
work unit for one person or for all or part of the work unit staff. Typical
duties include sorting and opening mail, typing, word processing,
maintaining files or records and answering the phone. Incumbents work
under direct supervision, receive specific instructions on new or
unfamiliar tasks and have limited exposure to confidential information.
Work is usually checked for accuracy.
• Distinguishing Characteristics:
• This is first in a series of four classifications. It is distinguished from
Secretary Administrative in that Secretaries use limited discretion
while the Secretary Administrative classification exercises more
judgment and independence in performance of duties. A Secretary
performs many of the same type and level of duties as an Office
Assistant, but is distinguished by the variety of job duties. Secretaries
regularly perform the full range of tasks, while Office Assistants are
typically assigned specific functions of less variety, but have a larger
volume of these duties. Incumbents may be assigned to an office
such as medical, scientific or legal which may require use and
familiarity of specialized terms or practices
 Examples of Duties:
• Assigns work of lower level clerical staff.

• Receives and screens telephone calls and visitors; refers to appropriate staff and/or
answers questions, and provides general information regarding established office policies
and procedures.

• Receives, sorts and distributes mail; opens generally addressed mail and distributes
appropriately.

• Types/word processes and reviews materials for typographical accuracy and proper
format for materials such as reports, correspondence, manuscripts, technical documents,
forms, vouchers and classroom materials.

• Assembles and distributes or mails applications, forms and general information requested
by visitors, applicants, students or the general public.

• Cross-indexes and files documents or correspondence in system alphabetically,

numerically or by other established method.
• Monitors office supplies and initiates requisitions to replenish; submits to supervisor for
approval.

• Maintains supervisor's schedule as instructed and makes tentative appointments; makes

arrangements for meetings by scheduling facilities and services according to instructions
from supervisor.

• Records and tracks account expenditures via computer or manually; assists in

preparation of reports to be submitted to supervisor.

• Records minutes at meetings; types/word processes and distributes minutes according

to instructions.

• Compiles and tabulates various data or statistics for manuscripts, records or recurring
reports such as time sheets, office activity reports or statement reconciliation.

• Drafts written correspondence in response to general, routine inquiries or to request

information.

• Operates office equipment such as calculators, copiers, adding machines, typewriters,

and personal computers.
 Knowledge, Skills and Abilities:
• Knowledge of standard office practices and procedures.

• Skill in composing routine letters and preparing reports.

• Skill in both verbal and written communication.

• Skill in the operation of a variety of office machines.

• Skill in typing/word processing.

Team secretary job description
• Previously secretarial duties focused on typing, shorthand and filing
but secretaries today are expected to be far more skilled, qualified
and self-sufficient. This is particularly true of team secretaries who
have more people's needs to juggle.
• The range of tasks you'll have to manage will often be more
extensive than those of a general secretary. Want to know more?
• So, what will I actually be doing?
• As a team secretary you'll be looking after an entire group of people
rather than one or two executive staff.
• You might find that as an integral part of the team the lines get a bit
blurred between your role as secretary and as a part of the team. This
means you will probably get more involved in day-to-day team activities,
including research for projects, as well as your usual administrative
duties.
• The finer details...
• On paper, you'll probably work a 40 hour week, pretty much like any other type of
office administrator.
• The reality might be different and depending on current the team pressures you
might have to be flexible about working extended hours when there are deadlines
to meet.
• Temporary, contract and part-time work are all quite common, and flexi-hours are
also offered by certain companies.
• You'll find team secretaries in a variety of working environments, across most
sectors. You could work for legal and financial institutions, utilities
companies, insurance firms and virtually any other type of office in Britain.
• You'll start off as a junior secretary and work your way up the ranks to senior
secretary, looking after more senior or larger teams. As you get more senior you'll
probably find you specialise in an industry, say legal or insurance.
• If you enjoy the team-playing element of the role there are good chances that your
involvement in the team could equip you for a move into the team in a more direct
business capacity.
• Is there study involved?
• It's not essential to have a degree or diploma but if you have these qualifications
you'll certainly be more attractive to employers. You should have maths and
English GCSEs at a minimum to get started.
• Candidates are often picked on the strength of their CV or via a recruitment
agency so it's important to showcase your strengths to be in with a chance of
getting the best jobs.
• You can make your CV stand out by taking professional secretarial qualifications
with organisations including City & Guilds, OCR, Pitman and the London
Chamber of Commerce and Industry. These courses will teach you shorthand
and advanced word processing skills and a range of other vital secretarial skills.
• Your CV won't only be judged on your qualifications. Employers will be keen to
know if you're a good fit with the team too. They will look for previous
experience (temping and casual work whilst you were studying will count) to get
a measure for your personality, to see that you are trustworthy, enthusiastic and
can show initiative.
• Further training is important to your career progression so you should
work towards a secretarial qualification, either through work-based
training or day-release at a local college. Courses you'll find most helpful
include:

• NVQ in Business Administration

• Education development International Diploma in Business
Administration
• OCR Certificates in Administration
• OCR Higher Level Diploma in Administrative and Secretarial Procedures
• City & Guilds secretarial courses
• As a team secretary you'll need good communications and time
management skills so it's worth discussing with your employer the
opportunity to go on any 'soft' skills training courses that will help
develop and improve your experience in these areas.
• If you're thinking of becoming an executive secretary in the future it
might be worth taking some more prestigious qualifications, such as the
Institute of Chartered Secretaries and Administrators (ICSA) or
Chartered Institute of Personnel and Development (CIPD). CIPD
qualifications are highly recognised by employers across the world.
• OK, I'm interested... But is it really the job for me?
• It can be demanding to work for so many people, but with the right skills you'll find
being an important part of the team rewarding, and interesting too as no two days
will ever be the same.
• To make a good team secretary you'll need to brush up on the following skills:

• Good IT knowledge - you should be able to use Word, Excel, PowerPoint etc
• The ability to type at least 50 words per minute
• The ability to stay calm under pressure
• Excellent organisational skills
• The ability to prioritise and be flexible
• Good communications skills and team working skills
• Your ability to work under pressure
• Manage any team conflicts
• An enthusiastic and confident nature
• Trustworthiness
So, what will I actually be doing?
• Managing diaries and making appointments
• Booking rooms and travel arrangements
• Preparing and distributing papers and documents for meetings
• Taking minutes
• Dealing with post
• Drafting letters and other documents, such as PowerPoint presentations
• Maintaining filing systems
• Answering the phone and answering queries
• Photocopying and printing
• Using various computer packages - Word, Excel, PowerPoint
 Phrases to Include in a Receptionist Resume
• A resume for receptionist position contains a number of sections such
as objective or profile, summary of qualifications, areas of expertise,
accomplishments, employment history, skills and education. The
following phrases will help you write the skills listed below and the
experience/employment section of a receptionist’s resume.
• You may use these statements either in skills, qualifications or
strengths section of your resume.
• Highly skilled in greeting visitors and directing them to the right
person or section
• • Well-versed in managing guests book and issuing security passes
• • Hands-on experience in giving information to visitors and answering
their questions
• • Proven record of answering/forwarding calls and taking messages
• • Demonstrated ability to deal with phone and email inquiries
• • Able to maintain an organized reception area
• Comprehensive knowledge of organizing reading material in the waiting
area
• The following job duties statements of the receptionist are given in past
tense. If you want to write a description of your current reception job in
your resume, you should change these phrases to present tense.
• • Greeted, assisted and directed guests, workers, visitors and the
general public
• Answered all incoming calls and handled caller’s inquiries
• • Provided office support services so as to ensure efficiency
• • Responded to guests and public inquiries
• • Received, directed and passed on telephone fax messages
• • Directed employees, guests and general public to the right staff
member
• • Maintained a sufficient record of office supplies
• • Provided word-processing and clerical support
• • Picked up and delivered the mail
• • Maintained the common filing system and file all letters
• Coordinate the repair and maintenance of office supplies
• • Provided administrative services to the office manager
I Want to Update My Administrative Skills;
Where to Begin?
• With so much expected of administrative professionals today, it’s
critical that we periodically take stock of our career satisfaction and
desire for professional progress. In doing so, it's useful to consider the
company's growth and whether additional training or professional
involvement might help us contribute to making our teams more
efficient, productive and successful.
• If you're like most administrative professionals who have been in a job
for awhile, you're ready to advance in your career and take your
administrative skills to the next level, but you may not be sure about
what steps you might take.
• Here are six tips for setting out on the right foot:
1. Pursue training

• Investigate your company's training offerings. Even if your firm

doesn't provide access to internal training programs, it may offer
tuition reimbursement for external options. Just be sure to research
professional development opportunities carefully so you can select
the most effective ones.
• You want to be able to make a persuasive case to your boss as to how
a particular training program will improve your administrative skills,
on-the-job performance and contributions to the firm.
• Also visit your local adult education center or community college and
inquire about affordable courses that might fit your work and
household schedule.
• 2. Choose a mentor
• Find someone whose strengths are in the area you wish to improve and
ask if he or she will assist you. If your employer doesn't have an in-
house mentoring program, look for individuals inside or outside the
organization whose administrative skills you admire.
• 3. Take on new challenges
• If you feel stagnant in your present role, ask your manager about ways
you can assume more challenging assignments. Most supervisors will
welcome initiative from staff; clearly, it will add value to the team.
Showing motivation and ambition also may help you stand out as a
candidate for promotion.
• 4. Help a nonprofit
• If you can't do more at your employer, consider possibilities outside
the office, such as through charitable organizations. These groups may
be receptive to your interest in supporting them, and you might find
mentors who can help you expand your abilities and knowledge. By
volunteering on committees or for leadership roles, you can develop
administrative skills that not only benefit the organization but also are
applicable to your paid job.
• 5. Join industry associations
• Become active in organizations like the International Association of
Administrative Professionals. Participate in committees, attend
seminars and other educational events, and talk with your fellow
administrative professionals at meetings.
• 6. Participate in diverse projects
• Listen up during meetings for colleagues requesting assistance with
special initiatives. This may be your opportunity to expand your skill set
by getting involved in other areas of the department or company. Also
offer to help if your boss or colleagues seem overloaded with projects.
• It is up to you to cultivate your marketability. Thoughtfully evaluate any
weaknesses in your set of administrative skills and commit to making
improvements. Also stay on top of trends by reading industry research
such as the Office Team Salary Guide that discuss developments in the
administrative field. You'll help ensure you're staying ahead of the
curve rather than scrambling to keep up.
Tips for the Receptionist or Secretary

• Presenting a professional image, both in person and on the

telephone, is very important in the Office Skills profession. Taking care
of your customers over the telephone and making them feel well
informed and appreciated is essential. Whether you are the front
office receptionist or an executive secretary, the following phone tips
should always be followed.
• 1. Speak clearly. A picture paints a thousand words but the caller on the
other end of the phone can only hear you. They cannot see your face or
body language. Therefore, taking the time to speak clearly, slowly and in a
cheerful, professional voice is very important.
• 2. Use your normal tone of voice when answering a call. If you have a
tendency to speak loud or shout, avoid doing so on the telephone.
• 3. Do not eat or drink while you are on telephone duty. Only eat or drink
during your coffee break or lunch break.
• Do not use slang words or Poor Language. Respond clearly with “yes” or
“no” when speaking. Never use swear words.
• 5. Address the Caller Properly by his or her title. (i.e. Good morning Mr.
Brown, Good afternoon Ms. Sanders). Never address an unfamiliar caller
by his or her first name.
• 6. Listen to the Caller and what they have to say. The ability to listen is a
problem in general but it is very important to listen to what the caller has
to say. It is always a good habit to repeat the information back to the
client when you are taking a message. Verify that you have heard and
transcribed the message accurately.
• 7. be patient and helpful. If a caller is irate or upset, listen to what they
have to say and then refer them to the appropriate resource. Never snap
back or act rude to the caller.
• 8. Always ask if you can put the caller on hold. If you are responsible for
answering multiple calls at once, always ask the caller politely if you may
put them on hold. Remember that the caller could have already waited
several minutes before getting connected to you and may not take
lightly to being put on hold. Never leave the person on hold for more
than a few seconds or they may become upset and hang up.
• 9. Always focus on the call. Try not to get distracted by people around
you. If someone tries to interrupt you while you are on a call, politely
remind them that you are on a customer call and that you will be with
them as soon as you are finished.
 Course Completion
Examination Criteria
1. Project Report with the Presentation
2. Interview with the lecturer
3. Speak about the lessons/understandings/issues
4. Conclusion
5. Certification

Good Luck for you all !!