COMMUNICATION SKILLS OF SECRETARY

• For functioning effectively

& efficiently – Secretary should have good
communication skill
• Communication- - an important function of
Secretary
• Through communication – Secretary creates an
impression of his executive or
organization
• Secretary gets in touch with the public by:-
• (a) Meeting with people with scheduled appointments
• (b) Over telephone
• (c) Through communication by letters
• For good Communication(Face to Face)
• Be tactful, friendly & cheerful, be courteous, polite, well
mannered
• Express desire to serve
• Good language & body language
• Never talk too much or too little
• During conversation encourage the other person to
open up
• Never criticize and avoid embarrassing issues
• Over telephone
• Keep clarity in your voice
• Speak clearly & use simple sentence
• Never express irritation/arrogance
• Never presume things – make clear every points
Written communication:
A business letter must be neatly & attractively
presented
A well constructed letter win you a business &
improve your relationship
A business letter should have the following:
 Explain the facts clearly
 details in sequence
 choose most appropriate words to express
 keep paragraph short
 Letter on firm & positive ending
 PUBLIC RELATIONS (PR) QUALITIES OF A SECRETARY

Secretary gets in touch with public by:

 Direct approach – by meeting people
 Indirect approach – over telephone
 Through communication – by letters
 Relations with sub-ordinates
Thus Secretary creates first impression for his executive & organization
For Publication Relations Secretary should have the following qualities:
 Direct Approach – by meeting people:
 Should have friendly attitude & cheerful
 Receive & assist visitors & telephone callers – refer them to executive or
other appropriate persons as circumstances warrant
 Schedule appointments & maintain calendars
 In case your executive is busy over telephone or with other visitors:
 Pl inform the visitor & lead him to visitor’s room with comfortable sitting
arrangements
 Arrange to provide him drinking water & light beverage, if possible.
 Recent & decent reading materials viz. News Papers, Magazines should be
provided
 The recent trend is that LCD wall mounted TV is provided in the visitors’
room – short news clippings with Company’s advertisement on product *
services are displayed. (with minimum audible sound)
 Even this opportunity is taken to propagate the Corporate Social
Responsibility (CSR) being undertaken by your organization
 This will enable your organization to reduce advertisement cost (Maruti
Udyog)
 If agreeable, direct the visitor politely to other executives, who can help
them
 Avoid over-friendly with customers or clients
 Some times unscheduled visitors may also call on your executive
 If they are VIPs or your important customers, you cannot avoid them
 Inform the boss immediately through intercom – lest the visitors already
with your executive do not feel uncomfortable
 Offer them refreshment & politely inform them that your boss is
interacting with some other important visitors & may take few minutes
for their appointment
 As soon as your executive become free – allow them to call on your boss
Indirect approach – over telephone:
 Keep clarity in your voice
 Speak clearly & use simple sentences
 Never express irritation or offend a caller
 Do not waste time of callers – always keep a writing pad & pen near the
telephone & ensure its availability
 Do not convey confidential information relating to your organization or a
transaction
Through written communications:
 A business letter should be neat, attractive, polite & induce the recipients
to act upon immediately
 Explain facts clearly
 Choose most appropriate words to express
 Keep sentences short, meaningful & cheerful
 Keep paragraph short
 End the letter on firm & positive note
Relations with sub-ordinates:
 Establish & maintain harmonious relationship with superiors, co-
executives, subordinates, customers & clients
 Secretary acts as buffer between the executive & his subordinates
 Never criticize your executives before subordinates or undercut or ill-will
with the subordinates
 Help, guide & always protect your subordinates
 Send formal letters of greetings, congratulations, condolences, depending
upon the occasion
PLANNING & ORGANIZING THE OFFICE FOR EFFECTIVE FUNCTIONING

 Secretarial skills range from simple jobs in every day routine to

participate in decision making
 Every aspect of jobs in an office can be handled with professional
ease, if we maintain a realistic & practical approach to it
 Set priorities & manage our time purposefully, so that we accomplish
satisfaction at the end of the working day
 ORGANIZE YOUR EXECUTIVE’S TABLE:
 Ensure the telephone & other equipments are at its right place & in
working condition and ready for use
 Pencils are mended, jotters are working, erasers, correcting fluid etc.
are at its right place
 Reference books, documents, files etc. are available at its right place
 Check the engagement diary of the executive and compare the same with
that of yours – ensure that there is no change – addition or deletion –
 Make necessary note of change, if any, and arrangements done
accordingly
SETTING YOUR-OWN TABLE IN ORDER:
 Ensure that telephones & Personal Computers are in order and ready for
use
 Pens, Jotters, Pencils, correcting fluids & other assorts associated with
your routine jobs are readily available at its right place
 Notebook is dated, clipped & ready for use
 INCOMING MAILS (SORTING OF MAILS):
 Cut envelope neatly down the right hand side & open them with letter
opener.
 If letters are addressed to your executive marked “Personal”, “Private” or
“confidential” – let him open it – unless permitted to do so
 All incoming letters/correspondences should be date-stamped
 On opening the envelopes – ensure that all contents are removed from it
– before throwing away the envelope
 Envelope should be kept pinned with letters for some time – in case the
need to check the date of dispatch/receipt put by the Postal Authorities
arises
 If your executive or you are philatelist (stamp collector) & postage stamp
is of interest – remove the postage stamp from it
 If in the body of letter, reference is made of an enclosure, ensure that the
enclosures is attached – otherwise – make a note of “missing” on the
margin of the letter itself
 Scan the mail quickly to grasp important points
 If reference is made to previous correspondence or other material and it
likely that you boss will need to see it – find the related material – clip it
behind the letter & make a marginal notation on the letter itself that the
related material is attached
 If an appointment is sought for, check the calendar & make a note in the
margin of the letter whether the date & time is free or otherwise
 If the letter calls for information, which you are capable of providing –
make a note of such information in the margin of the letter or on a
separate slip & attach it to the letter
 Wherever possible & practicable, letters should be replied to
independently by the Secretary on the same day itself
 Mail should be sorted according to importance & priority. Segregate them
and put into folders marked “ URGENT ATTENTION”, “PERUSAL” &
“MISCELLANEOUS”
 Items only to be perused or read over, which do not call for immediate
attention, should be put into a folder marked “PERUSAL” (Routine
correspondences can also be included)
 Other less important letters, brochures, publications, catalogues etc.
should be kept in a separate folder marked “MISCELLANEOUS” and can
be perused at leisure
 Letters, which are ready for signature should be placed in a “SIGNATURE
FOLDER” in order of importance & given attention
 TIME MANAGEMENT

 Unique/explicit/intrinsic characteristics of “Time”:

 Cannot be accumulated
 Cannot be stored
 Cannot be increased
 Cannot be replaced
 Therefore, it should be utilized to the utmost extent
TIME WASTERS:
 Lack of Priorities
 Unclear goals – groping in the dark
 Jumping from one task to other
 Lack of Priorities & Procedures(delegation without authority)
 Overstaffing or understaffing (Malthusian Theory of Labour)
 Seeking too much information
 Unable to say “No”
 Telephone interruptions
 Improper filing systems
 Fire-fighting/avalanche of work
 Failure to listen
 Indecision
 Lack of self-confidence
 Lack of feed back
IMPORTANCE OF TIME MANAGEMENT FOR EXECUTIVE SECRETARY :
• It is an important aspect in the life of very one
• A dynamic Secretary is expected to effectively & efficiently manage
his/her working time – with minimum possible wastage of time
• An Executive Secretary has to handle a host of activities with expected to
handle critical situations – expected or unexpected
• ES has to rise to occasion with tact, calm & portray an image of charm
 TO AVOID POSSIBLE TIME WASTAGE:
 Allocate Office Time:
 Draw up a schedule for different day-to-day routine works for fully
concentrated work without any interruption with recess, visitors’ hours,
employees grievance redressal, meetings, refreshment etc.
 “THE QUIET TIME”
 No incoming or outgoing telephone calls, if possible. Your calls will be
taken care of by telephone answering machine with a message “please
leave your name & number – if you would like to call back, you can reach
us after 2.00 PM”
 No visitors and your own employees are permitted to in
 No unnecessary talking or moving around within the office to avoid noise
 This will facilitate for concentrated work without interruption. For
effective office working – first half of the working day may be utilized
 For other routine activities the less productive second half may be used
 Put a sign-board “Quiet Hour” on the entrance door of your executive as
well as yours conveying a message “ pl come back after 2.00 PM”

Reference: Certified Professional Secretary (CPS) Programme Sponsored

by National Secretaries Association (NSA), Kansas City, USA
 Categorize jobs:
 Have an understanding with your executive and categorize the jobs with
possible definitions as follows :-
Urgent .. Must be done immediately
Rush .. Complete within a day (24 hours)
Priority .. Need within a week
Future .. Complete as time allows
 Should be able to say “No”
 Do not keep piling up assignments upon assignment.
 Some Executive Secretaries keep accepting work and toil the point of
exhaustion
 Calm response to emergency or avalanche of work – relax 5 minutes – take
deep breath & calm yourself
 Avoid Promoting Incompetence:
 Generally, in an organization, employees are categorized – easy going &
avoiding responsibility. Those accepting responsibilities are assigned more
jobs – those shriek responsibility are left – never encourage incompetence
 Delegate Subordinates: Do not try to do every tasks yourself. Delegate
simple routine works to your subordinates to enable them to develop.
However, evaluate the strength & weakness of subordinates
 Some may be “Fireman” & others may be methodical
 Assign “Fireman” more volatile problem – ask the methodical type to
prevent problems before they start
 Graphs & Summaries: Use graphs & summaries instead of long reports full
of verbiages, to save time
 Evaluate your performance: Evaluation will give you idea where you are
lacking. Ongoing evaluation shall help to modify ourselves for efficiency
 Control Emotional Reactions: Deadline, crisis situation, conflicts with
employees & visitors may occur. Minimize your mental &emotional
reaction to avoid tension. Never create ill-will or bad feeling or wedge
indifference – they are dampeners of overall efficiency
 Avoid Time Wasters & Trouble makers: Most colleagues are easy to handle
– but 10% are difficult to handle. They may be lazy & have too many ideas
to waste others’ time. Do not entertain them. Separate the chaff from the
wheat – otherwise – should we have to separate wheat from the chaff ?
 Thoughtlessness: The slob, the jester & gossiper – they should not be
entertained – but need reprimand
 DUTIES & RESPONSIBILITIES OF EXECUTIVE SECRETARY

Genesis Latin Word :”SECRETARUS” – a notary or writer – entrusted

with certain confidential works to attend to
In olden days Ministers of State & individuals, who had large plantations –
to handle large amount of works – engaged Secretaries
In modern times Secretary occupies a very important position in Industry,
commerce, Govt. offices & even in the case of individuals like
Doctors, Advocates, Chartered Accountants etc.
With the advent of The work in the modern offices have multiplied to a great
National & extent – the top executive has no time to attend to routine
multinational functions. – if he has to look after routine functions – he may
commerce & not have enough time to attend to Policy decisions
industries
He has to solely Who will look-after the routine work in professional manner –
depend upon a with efficiency – such person is called “Secretary”
person
 The duties & responsibilities of Executive Secretary includes:
 ROUTINE OFFICE RESPONSIBILITIES:
 Taking dictations & transcribe it
 Drafting of letters
 Handling of incoming & outgoing mails
 Filing & indexing of letters & records management
 Maintenance of books & registers
 Operation & use of modern office appliances such as Dictaphone,
Telephone, PC, Xerox Copier, Scanner, Fax Machine, Laminators, Spiral
Winders etc.
 RECEPTIONIST’S RESPONSIBILITIES:
 Handling of telephone calls & maintenance of records, such as important
incoming and out-going calls
 Attending to visitors – both scheduled & unscheduled – attending to their
enquires on behalf of your Executive
 Maintenance of Engagement Diary for your Executive & that of yourself
 FINANCIAL RESPONSIBILITIES:
 Handling of personal Bank Accounts of the executive – involves deposit of
money – drawing cheques for the signature of your Executive, record
thereof – drawing money from Bank etc.
 Payment of bills, taxes, subscriptions, donations, contributions etc. on
behalf your boss – maintenance of records Executive‘s investments &
income received from them
 Payment of Insurance Premium, renewal of Policies, filing of Income Tax
Return, Refund thereof
 Keeping expense records of executive’s travel & submission of its bills
 DOMESTIC & SOCIAL RESPONSIBILITIES:
 To look-after the household affairs of executive – payment of wages of
servants etc.
 Making arrangements for luncheon, dinners and sending formal/informal
invitations to guests
 Sending of formal letter of congratulation, condolences – depending upon
occasion
 Acknowledgement of letters & writing letters on his behalf
 LITERARY RESPONSIBILITIES:
 Drafting of routine letters
 Preparing reports for executive
 Execution of decisions taken, follow-up the action to be taken – co-
ordination of the activities of different deptts. under his admn.control
 Collection & making summaries of articles, letters & speeches appearing
in News Papers, which may be relevant to operations of your
Company/Industry or his profession
 Preparing speeches, statements etc., which your executive may ask to do
 Looking-after printing of books, speeches, articles etc. written on behalf of
your executive
 DUTIES RELATING TO MEETING:
 Preparation of agenda & issue of notices regarding meeting
 Making arrangements for holding the meetings
 Collection & arrangement of documents related to meeting
 Recording the proceedings of the meeting & issue of minutes thereof
 Preparing reports of the Committee or Sub-Committee
 Arranging snacks, light beverages, lunch/dinner etc. for the participants
 ADVISORY FUNCTION:
 Keep the executive about the development in the organization –
examining the proposals, schemes, policies etc
 Advising the executives about such proposals, placing relevant
documents/information at the disposal of the executives, which he may
require for his day-to-day functions
 HOW TO LOOK-AFTER HIS OFFICE, WHEN HE LEAVES FOR OUTSTATION:
 One of the important functions of Executive is to look after the office,
while the boss is away
 It requires a great deal of efficiency, care & patience & careful planning to
fulfill this assignment
 This can be divided into two categories:
 BEFORE THE EXECUTIVE LEAVES FOR OUTSTATION:
 Seek advice about the matters to be given utmost attention
 Seek instruction about disposal of important papers, postponement of
any meeting, appointment etc. & act accordingly
 WHEN HE IS LEAVING FOR OUTSTATION & DURING HIS ABSENCE:
 Seek his instruction regarding disposal of mail, processing of
communication & making of appointments
 Consult his immediate subordinate/authorized executive to deal with
emergency matters – which cannot wait till the arrival of your executive
 Keep record of all important telephone calls, personal calls received in
order of importance
 Answer all routine letters yourself & bring it to the notice of your
executive when he returns back for his information
 Inform boss about all important changes/appointments taken place in the
organization during his absence
 DIFFERENCE BETWEEN POSITION OF EXECUTIVE SECRETARY & PRIVATE
SECRETARY
 The position of Executive Secretary is quite often confused with that of a
Private Secretary
 There are some similarities - that both takes dictations, attend to callers,
telephone calls etc. (routine duties)
 The position an Executive Secretary is much higher than that of Private
Secretary in hierarchy of management
 Executive Secretary is generally posted with top executive or Board level
executives – whereas PS is posted with an HOD
 As a personal representative of his boss – he has to use his discretion to
deal with the work of his executive – particularly when he is absent
 An ES is required to act for on behalf of his employer
 He is expected to rise to the occasion and handle any situation with tact
and charm
 Private Secretary is generally posted with the lower level executive in the
management rung – his responsibility & authority are commensurate with
his position in the Organizational strata.
 The ES has to supervise & control all administrative staff under his
directorate
 He will have to supervise the correspondences, maintenance of records &
accounts & other activities of his office/establishment
 Issue orders, instructions, circulars etc. on behalf of his
employer/executive
ENGAGEMENT DIARY OR “TICKLER” FILE OR “TO DO LABEL”

JAN FEB MARCH

For multiple action in a day, use multiple
APRIL MAY JUNE color pens
“Tickler” means tickles your memory on the
JULY AUG SEPT action date
“To do slip“ to be pasted in the folder to
OCT NOV DEC remind action to be taken on particular date

07 14 21 28
01 08 15 22 29 * Internal performance review meeting

02 09 16 23 30 * Leaving for Kolkota for CIL Exam.

03 10 17 24 31
04 11 18 25
05** 12 * 19 26 * GMS’ CO-ORD MEET
06 13 20 27* *Delhi tour arrangement
 Interpersonal communication in an Organization

The role of the Management in an organization is to:-

 Planning – what to produce, how to produce, technology to be
adopted etc.
 Organizing – to provide the Organizational Structure to achieve the
ultimate objectives
 Staffing - to provide necessary manpower – training, skill
development etc.
 Coordinating – integrate & inter-relate organizational activities to achieve
the ultimate aim
 Controlling - decision making according to procedure & timetable, to
guiding employees effectively towards accomplishing the
organizational goals (Act, Rules, Regulations, Procedures,
Manuals, Certified Standing Orders, Conduct,
Discipline & Appeal Rules etc.
• Assumption about Human Behavior:
• Basic rational Human being are rational and are able to make
plans & control behavior
• Creativity .. Basic human instinct is to be creative
• Morality .. Ethical level in human being – generally ethic
• Mastery .. Human desire to be controlled and control others
• Community .. Human have strong desire for human association
• Organizational Style & Culture:
• A well developed organization develops in corporate culture
• Most of the organizations have now turned into participative culture from
autocratic culture of 18th century
• Corporate Culture as Control Mechanism:
• The common belief and value shared by the people in an organization,
about its activities, facilitate to control by developing a sense of group
loyalty (we-feeling) and reducing dissonance & friction
• Management Indoctrination & skill training: Impart a set of attitudes and
skill to assist personnel in carrying out various tasks effectively. It also
socialize members to its values, procedures & policies.