Secretarial responsibilities and functions. Business and personal characteristics for successful work. Secretarial image. Dress code and business etiquette.
General rules of telephone communications. Work with voice. Basic rules of telephone communications. Reception of incoming calls, greeting (present yourself), receiving and delivery of necessary information. Readdressing call to extension number, asking to hold on line. Right way of receiving message for other employees. Right message transferring. Professional way to finish telephone conversation.
Interaction with colleagues, clients, visitors and management. Rules of business communication. Techniques of correct information transfer. Active listening skill and skill of asking questions. Preparation and conducting of business meetings. Preparation and conducting of presentations. Behavior rules during meeting visitors. Ethic and confidence in a secretary work. Behavior in conflict situation. Stress management,
Record-keeping and business correspondence
Legal base of documentation support of a company. Types of documentation. Letterhead papers. Orders, preparation and registration of production orders. Business of correspondence – rules of letter drafting, types of letters. Processing of incoming and outgoing correspondence. Documents execution control.
Priority arrangement. How to fight with “time eaters”/ Organization of work place.
Secretaries, chief executive officers’ and directors’ personal assistants