type
Accept dictation
facsimile
answer a call
Handle letters and discuss with the supervisor
archives administration
Prepare the business of the day and the business processing before work.
Draft and make letters
2. Secretarial business can be divided into four categories:
Information management business
Transaction business
Public relations business
Integrated services
The functions and business of the secretary are as follows:
Secretarial business can be divided into four categories from the foregoing:
1, information management business
2. Transaction business
3. Public relations business
4. Comprehensive business
This is explained as follows:
1, information management business
Information management business is to use computers to handle and manage general business. The secretary's information management business is an extension of his function of performing tasks. The tasks performed by the secretary mentioned in the previous section include sending faxes, drafting drafts, depositing money, arranging air tickets, arranging dental visits, etc. These business departments need information management to handle them. At the micro level, this is the business handled by information management.
On the macro level, information management can handle documents and intelligence.
Instruments:
Including the production of documents and letters. In the past, typewriters or handwriting were used, but due to the development of information business, the production of various documents has been computerized to increase functions and efficiency. In terms of documents, the business that information management can handle includes sorting letters, writing letters, typing in Chinese and English, shorthand, file management, appointment arrangement, etc. Especially in letter writing, because of the use of computer software, it can save the time of conception and the energy of document production. Modern clerical business especially needs the cooperation of information management to improve efficiency. Documents are closely related to information.
Intelligence:
Information business is one of the main businesses handled by information management. Information business includes the collection, provision, arrangement, management, flexible use and exchange of information. The output and input of data and information must go through the channel of secretary. When the supervisor gives the information to the secretary to convey it, the secretary should first arrange the priority of transmission according to the quality and quantity of the information, according to its importance, confidentiality and urgency. At this time, the secretary can use the information to manage the business by processing, screening, classifying and disseminating information, so as to improve the efficiency of dealing with information business.
Transaction business
The secretary's business comes from his handling of routine affairs and functions. The secretary's business is the routine business handled by the secretary in the office, including answering the phone, opening letters, sending faxes, managing files, updating office equipment, collecting information, preparing regular reports, arranging the supervisor's itinerary, appointments and meetings, etc. Although some projects are a combination of various businesses, they are transactional here.
The above businesses can be classified as follows:
Communication: answering phones, opening letters, sending electricity, etc.
Office: file management, changing appliances, etc.
Meeting: collecting information and preparing periodic reports.
Arrangement: arrange trips, appointments, meetings, etc.
Public relations business
The secretary's public relations need creative functions as its foundation. The work of creation requires "foresight". When dealing with the relationship between people, we should be able to have insight, be able to see things in detail, and be able to look at them from each other's standpoint, so that we will be widely popular and make our business smooth.
The position of secretary has a wide range of contacts. In order to make the business run smoothly, it must play the role of lubricant. In the company's organization, people at all levels must be taken into account, various situations can be considered, all kinds of things to be done can be foreseen, interpersonal relationships can be properly handled, and tasks can be successfully completed. Generally speaking, the business of public relations includes reception, communication with relevant business personnel, news release, publication of publicity materials, magazines, annual reports, photography, slides, film production, exhibitions, market intelligence collection, traders' exhibitions and so on.
The promotion of general business is mainly based on people. People form their own enclosure due to interpersonal relationship, and the interaction between enclosure and enclosure forms a public * * * relationship. The secretary's business needs to take into account the up and down, inside and outside business of the company organization.
Therefore, it is necessary to have a good relationship with the public in order to make the overall business go smoothly.
Integrated services
Integrated services come from the function of coordination. Municipalities directly under the central government should communicate with all units to handle business satisfactorily. Due to the progress of the times and the development of science and technology, the scope of business is getting wider and wider, which is not included in a single business. At this time, it is necessary to rely on the secretary to make comprehensive business coordination. It can be seen that the secretary's comprehensive business is particularly important, because it includes information management business, affairs business and public relations business. In order to complete any single business, its secretary must comprehensively coordinate other related businesses. Only in this way can we achieve mastery through a comprehensive study and give full play to the secretary's professional function.
For example, in the reception business, we must cooperate with information management to obtain information, know who, when and where to visit, the background details of the guests, the purpose of the visit, and make a itinerary; Must cooperate with the business to arrange reception staff, vehicles and hotel accommodation; Must cooperate with public relations business to release news and arrange visits and discussions. Therefore, the reception business is a holistic work. As can be seen from the above examples, the most important thing in the secretary's business is to make all the businesses integrated and coordinated in order to make the task a complete success.
1, professional knowledge and skills
About the secretary's specialized knowledge and skills, it can be discussed in three items: secretary's specialized knowledge; Practical skills; Professional business knowledge. The breakdown is as follows:
(1) secretary's professional knowledge:
When hiring a secretary, most organizations or companies hope that the secretary can receive professional training. This kind of training can come from the organization company's own Fengji school or the private secretary professional training center. Training courses include enterprise management, accounting, psychology, international trade practice, international exchange, personnel management, etiquette, public relations, secretarial practice, computer, typing, English conversation and business English. The training of these professional knowledge is very important, because there are many secretaries in institutions who have not received professional training. Therefore, as secretaries, they often don't know what they should do. If the supervisor can't play the role of guidance, it often takes a lot of time and energy to explore this knowledge in their own work. It can be seen that it will be helpful for secretarial staff to receive the training of secretarial professional knowledge courses before taking office.
(2) Practical skills:
Practical skills are the skills and abilities needed to handle secretarial business. Generally speaking, practical skills include shorthand, computer operation, typing skills, file management, telephone etiquette, coping skills, language skills, and the operation of other business machines. In the early secretarial practice, typing technology played a very important role. In recent years, due to the development and application of science and technology, computer technology is widely needed, so typing technology and computer technology are both indispensable practical skills. At present, various institutions have implemented computerization of administration, organization, personnel, accounting and budgeting, production management and so on. Especially in the business world, secretaries are required to receive computer training in order to cope with all computerized secretarial business.
Specialized industry business knowledge:
Secretaries from all walks of life should be familiar with their professional knowledge. The international trade secretary must be familiar with international trade practices and processes. A legal secretary must be good at legal knowledge. A financial secretary must be proficient in accounting, taxation, finance and commercial law. Therefore, every industry has its own specialized business knowledge. Before deciding which industry to engage in, a secretary can take relevant courses or read relevant books to increase his professional knowledge, so as to meet the needs of practical business.
2. Experience
Expertise and skills are very important, but theory needs to be combined with practice. Practical experience is especially valuable. For secretarial business. Whether it can be carried out smoothly depends especially on experience. For example, it is not enough to deal with documents by theory, because the nature, content and timeliness of various documents must be taken into account, and then the priority of handling should be set. These judgments need to be based on experience. An experienced secretary can handle affairs calmly and prudently with his experience, correct judgment, and smooth his work with his positive, active and resourceful ability, without being told by the supervisor. If coupled with his skillful skills, he is a very excellent and popular secretary.
3, interpersonal skills
Interpersonal skills, that is, the ability of public relations. The interpersonal relationship of a secretary can be divided into internal and external. The objects of internal interpersonal relationships are bosses, colleagues and subordinates. Externally, it needs to face customers and business-related units. A secretary must be able to use dexterous interpersonal skills in order to establish a good interpersonal network for his boss and make him have a good image. For colleagues, secretaries should establish harmonious interpersonal relationships in order to promote their business smoothly; For subordinates, we also need good interpersonal relationships, so that we can make the upper and lower contacts harmonious, and we will be able to treat people kindly, thoughtfully and successfully accomplish our tasks when dealing with foreign affairs.
(1) Identify that the secretary does not have a "special status"
Secretaries are more likely to receive information or hear confidential matters than colleagues in other departments, which is also the main reason for the secretary's subtle position. Sometimes, when you pour tea in the conference room, you will learn the news of personnel transfer; Or hearing that the chairman's business trip is to discuss the topic of business cooperation with the other party, and so on, so people in other departments often have a special impression. Even if the secretary is proud of being "special", it is difficult to win popularity in the company.
(2) win people's trust
The secretary should clearly convey the message, instruction or the voice of ordinary staff to clear the pipeline. These performances, over time, can gain the trust of everyone inside and outside the company, up and down.
In addition, the interpersonal skills of secretaries can be divided into internal and external aspects, which are listed as follows:
Internally:
Interpersonal relationship with the boss:
-Be familiar with the personality and family of the boss.
-familiar with the boss's social circle
-Don't stick to the habits of your former boss.
On the interpersonal relationship between secretaries and colleagues:
── there should be no sense of superiority.
-maintain a harmonious relationship with each other
-Help each other in business.
-Pay more attention to the boss's business content and interpersonal relationship, so as to improve communication.
Interpersonal relationships of subordinates:
-Take care of your subordinates.
-lend a helping hand more
-convey the voice of subordinates
Treat customers and business-related units:
-Honesty and no deceit
-strive to maintain long-term interpersonal relationships
-When a secretary receives a private invitation from a client, whether he accepts the invitation or not, he should report to the superior in advance to respect his boss.
4. Qualification
The qualification of a secretary can determine the quality of the secretary's work. A supervisor certainly needs a cheerful, responsible and reliable secretary. Although qualification means "natural talent"; However, the qualification of a secretary requires re-training of natural talents. In other words, the secretary's qualification can't be created quickly or completely by nature, but needs long-term training and cultivation. Secretaries need to constantly reflect on themselves, find out shortcomings and correct them in order to be perfect.
The qualifications of a secretary can be divided into the following ten items, which are represented by a T-shape diagram and divided into five items on the left and right, with the left representing the right thing and the right representing the right person. This T-chart can be listed as follows:
Ten characteristics of secretaries
A duizhi
accuracy
Good judgment
work efficiency
Wit
Initiative b to people
considerate
Smoothness
Caution
sense of responsibility
Objectivity is now based on the two aspects of things and people, respectively, as follows:
(1) In the matter:
Before studying these qualifications, we should know that these qualifications are time-consuming and cannot be achieved overnight. New secretaries are often eager for their ability and speed, so they don't take the time to pay attention to accuracy, cognitive affairs, connotation and flexibility. The secretary's attention to time and speed is understandable, but if he doesn't have the following five qualifications, his regular work will end in inefficiency or embarrassment, which will increase the trouble of the supervisor.
There are five qualifications for things: accuracy; Good judgment; Work efficiency; Wit; Initiative. Now they are explained as follows:
accuracy
Accuracy ranks first among these five items, which shows its importance. Every day, the secretary's work may be wrong. Every time you type, every word you write, you may be wrong. However, efficient secretaries do accurate work every day. Without accuracy, the secretary's work is meaningless. In fact, inaccurate work is worse than not doing it, because it may take more time to clean up the trouble.
But how can it be considered accurate? Is that every detail is accurate. It takes time, patience and concentration. If you follow the following four steps, you can do accurate work:
Finish every job carefully.
Check every detail carefully
-Carefully correct all mistakes.
-Carefully check the corrected details.
When making a document, if it is necessary to list the price, the secretary should type carefully, carefully check whether the price is correct, carefully correct any mistakes, and then carefully check the corrected price. You will wonder if it is time-consuming to check again and again without finding any mistakes. No, never. If you don't find any mistakes after checking for ten times, but you don't find any mistakes until the eleventh time, the time spent is still worthwhile. Accuracy means careful work that has been carefully checked, carefully corrected and carefully re-checked.
Good judgment:
Every supervisor requires the secretary to have good judgment. If the secretary always apologizes and says, "I'm sorry, I didn't think of that," then this trait must be cultivated. Fortunately, this can be trained. In order to have good judgment, you can follow the following four steps:
Step 1: Think about what you are doing.
Now you can remember, type, read, speak and listen without thinking. Thinking is to control the mind; That is, concentrate. Therefore, thinking is an absolute factor in training good judgment.
Step 2: See if you should take action.
If you can concentrate on thinking, you will know whether to take action. For example, whether there are mistakes to be corrected, questions to be asked, business to be improved, or procedures to be changed. If you can't do it yourself, go to the supervisor. Don't miss any chance to take action.
Step 3: Analyze various factors.
When you need to take action, analyze all the situations-investigate, synthesize and analyze-to judge whether there are any factors that have not been considered, which is worth considering again.
Step 4: Take action when the opportunity arises.
Measure the action to be taken according to various factors. Then, at the right time, take the necessary action. Here is an example of good judgment.
Situation 1
The supervisor instructed his secretary to write a letter. When the secretary wrote the letter, she was not quite sure about the time. After judging, I went to ask the supervisor for instructions. It turned out that the supervisor had made a mistake. The correct judgment of the secretary saved a lot of trouble and won the approval of the supervisor.
Situation 2
The supervisor has a cold at home. A very important client called. I am anxious to discuss a business deal with the supervisor. The secretary judged and analyzed that it was now or never, and the supervisor just caught a cold. Therefore, the secretary decided to inform the supervisor by telephone, but first, he prepared the complete information of the customer in case the supervisor asked. Finally, the supervisor praised the secretary's good judgment.
Work efficiency:
Work efficiency is to accomplish the biggest task in an orderly and systematic way in the shortest time. The general office hours are also eight hours, and some secretaries can handle many tasks well; Some secretaries can't handle the same task. If all abilities are the same, the difference lies in whether things are efficient or not.
An efficient secretary will obtain information from various reliable sources and take the following steps when collecting information for a report:
-Divide the whole data into many units
-Write each unit on a piece of paper.
-Classify each unit according to its source.
-Arrange the notes in a systematic way.
-Classify related units into files
This method can be used to complete the task systematically. Being systematic and organized is a prerequisite for working efficiency. Business procedures in the office also need to be organized and systematic. For example, the supervisor is on a business trip, and he wants the secretary to take phone records. The secretary must be able to screen the phone calls and write down the key points of each call on a note paper so that the supervisor can see it at a glance when he comes back. This is work efficiency.
Wit
Wit comes from the meaning of "rise again". For a secretary, tact means turning to other resources or methods in order to solve the problem when the traditional method of conformity fails. Supervisors sometimes assign difficult tasks. Secretaries, even when they are depressed, must keep an optimistic attitude. When encountering difficulties, don't give up, but try to find other feasible ways and try again until you succeed.
A supervisor wanted to find a piece of information, but he couldn't find it in the file. The secretary learned from the file that the information came from the president of the local professional association and decided to go to the president, but found that the phone book was not registered. So the secretary called his home and got the telephone number of his office indirectly, and then called his secretary to get the information. In fact, the secretary could have given up long ago, but she didn't. Wit is trying to find different solutions until you succeed.
initiative
Initiative means being able to foresee what should be done. Do it on your own initiative without being instructed. All secretarial work requires initiative: assigned work, routine work, process business and creative work.
Initiative can be divided into two ways:
For the convenience of the supervisor. (service)
-share worries and relieve pains for the supervisor. (operational)
The first way:
When a secretary shows a letter from a customer to the supervisor, she usually attaches the previous relevant communication materials for the supervisor's reference. The supervisor may not have time to watch it, but he likes it so that he can know the ins and outs and make the best decision and designation.
The second way:
The secretary learned from the newspaper that the friend of the supervisor was appointed as the chairman of a company. The secretary cut out the report and submitted it to the supervisor with a congratulatory letter prepared by herself. Whether the Lord likes this congratulatory letter or not, he will certainly appreciate the initiative of the secretary. 2) For people:
Thoughtful:
A secretary should be considerate, helpful and sympathetic to others. Thoughtfulness means thinking of others before thinking of yourself. If a person can't think of others, he will only do it according to his nature, because people always think of themselves first. Therefore, thoughtful qualifications need training and cultivation. Hard work and discipline training will help to correct the thinking mode. When the secretary can naturally express that he thinks of others first, he will be truly satisfied.
The following examples show how to be considerate properly:
If you think the supervisor may need your help urgently, stay in your position. (considerate)
-provide effective strategies to the supervisor when he is at the end of his rope; When he has a headache, help him pour a glass of cold water. (compassion)
-Make personal calls only when the supervisor is not in the office. (Mainly for the convenience of the supervisor)
In a word, a thoughtful person thinks of others first.
Smoothness
Smoothness enables the secretary to establish and maintain a harmonious working relationship. With thoughtful words and considerate manners, a secretary can make people feel less embarrassed and sad. Similarly, others will like her (him) because of her (him) smoothness.
By the following principles, you can practice the skills of fluency:
Choose words carefully:
When can you finish the work? (strong tone)
Jia: Can you finish the work before noon? (euphemistic)
Wrong: now help me type. (imperative)
Jia: Would you mind typing for me now? (polite)
Wrong: you will come to work tomorrow. (imperative)
Jia: Are you going to come to work tomorrow? (Respect each other)
Tactfulness is to take the blame:
After typing the letter, the secretary found a mistake, which was caused by the negligence of the supervisor. The secretary immediately took the blame and corrected it immediately. Very subtly, the secretary's commitment to mistakes and scolding made this wrong situation completely solved.
Smoothness is to avoid criticism:
Stop saying "I told you so!" Don't say "I know I'm right!" " Even if you are sure, don't say these words, so as not to hurt the other person's self-esteem. When the supervisor is wrong, avoid criticism in order to maintain good interpersonal relationship.
Smoothness is playing dumb;
When someone criticizes you, or when the supervisor talks to his wife about personal matters, a tactful secretary must play dumb to keep calm, undisturbed and handle business normally.
Caution:
For an experienced secretary, prudence means keeping all the business in the company secret. For a new secretary, prudence means keeping only confidential business secret. General secretaries are familiar with the company's business, but experienced secretaries know that all this is a company secret. The head of the company also hopes that the secretary can keep a secret carefully, and he doesn't want the secretary to talk about his work or his private life. Prudence means keeping business secrets and talking less about other people's private affairs.
Sense of responsibility:
The supervisor usually lists the sense of responsibility as the first requirement of a secretary. A responsible secretary is very dedicated. Be loyal to your duties, do things in an orderly way, and finish what you started. Take the task assigned by the supervisor as a challenge and go all out to achieve it satisfactorily. Responsibility is also a sense of mission, a mission to undertake the task entrusted by the supervisor.
From the secretary's business to explore, the secretary's sense of responsibility can be summarized into four aspects:
-Strive to achieve the tasks assigned by the supervisor.
-Try your best to carry out the secretary's routine business.
-Try to complete the tasks that the supervisor has not told but must do.
-Play a coordinating role and set an example for other employees with their own work attitude-never be late, never leave early, be honest with others and be loyal to their duties.
Objectivity:
Objectivity is to react after looking at the overall situation with a detached and selfless attitude. And that is, stay out of it and analyze a thing with reason without emotion and selfishness. Secretaries need to be objective. Sometimes, the work is criticized and the documents have to be retyped; Or the suggestion was rejected. The secretary may show frustration, disappointment and discouragement. However, the supervisor hopes that the secretary can take a step back and look at this matter in a comprehensive and objective way. Think about it, the supervisor only criticizes in order to avoid making mistakes again. This is a benign suggestion. The document must be retyped because the supervisor has made many changes, which have been changed beyond recognition. In addition, although the secretary's proposal has many advantages, it was temporarily rejected because of the high cost involved. Later, the secretary became more cost-conscious about making plans or suggestions.
Objectivity can make the secretary calmly analyze the situation before taking any response.
5. Health
The secretary's business covers everything. The internal and external business of the company needs to be taken care of. It can be seen that the responsibility is great and the task is far-reaching. Therefore, secretaries must be in good health. Only when you have a healthy body can you have a sound body and mind, a cheerful mind and an optimistic and lively personality, so as to face any difficulties, resolve any difficulties and create a brand-new situation, which is conducive to the far-reaching development of the company's institutional business.
Health is the foundation of a career. Without a healthy body, all hope is lost. The nature of a secretary's work is astute and laborious. In addition to skilled work, he often needs good physical strength to cope with all daily activities. Therefore, without good health as the foundation, all work cannot be actively and actively carried out, let alone the secretary's sense of responsibility and work consciousness. From this, it can be seen that health is important for secretarial work.