INTERPERSONAL SKILLS

Interpersonal skills for secretaries are involved in:

 Establishing and maintaining effective working relationships

 Supervising and supporting junior staff

 Identifying and solving problems using judgment and initiative

 Influencing others and negotiating successfully with them

 Communicating effectively with others to co-ordinate administrative

procedures

An important element of the secretaries success and value to the

executive lies in skill in dealing with people and in creating an impression
which will enhance the organizations reputation. The responsibilities are
enormous, for the secretary is the executive’s personal organizer,
generally deciding whom they see and to whom they speak, what matters
receive their urgent personal attention and what can be redirect to others.
 The secretary should provide a vital link between the executive and

their various contacts, ensuring that communications are effective and

that required action is taken. The secretary is the executive’s personal

representive and in this key role should be relied upon to create a

favourable impression with contacts within and outside the organization.

Secretaries cannot play a full part unless they are given a full and

understanding of their executives role and objectives and the part these

play in the organization as a whole. In addition, secretaries need to know

clearly what is expected of them in assisting the executive to achieve his

or her objectives.

The role of the secretary has changed with the advent of word

processing equipment and improvements in reprographic processes and

the increased production which results from these developments. The

computer terminal has also given the secretary quick access to data. The

secretarial office with interactive word processing terminals, facsimile

terminals and microprocessors for word, text and data processing has

had a marked effect on the secretary’s interpersonal skill.

The Secretary’s Qualities

The qualities of secretary can be divided into two

categories such as

a) Business attributes
b) Personal attributes
 LANGUAGE
SKILLS

ORGANISING
APPEARANCE
AND
SKILLS
COURTESY

BUSINES
S PUNCTUAL
AND
EFFICIENCY
INITIATIVE
ATTRIBU
TES

RELIABILITY
TACT AND
AND
DIPLOMACY
ENTHUSIASM

DISCRETION
AND
RESILENCE
 ORGANISING

SMART

NEAT HELPFUL

PERSON
AL
PATIENT
POSITIVE
ATTRIBU
TES

CALM AND
POLITE
OBSERVANT

FRIENDLY
The secretary’s relationship with the executive

The qualities which go to make the ideal relationship between the

executive and secretary are:

 The secretary must ensure that all the work that leaves the office is

accurate, so that the executive is relieved of the duty of examining

every document.

 The secretary must be able to deal diplomatically with any

telephone inquiries and the executive must be able to trust the

secretary to treat all matters in the office as confidential.

 The secretary must be able to convey the essential facts contained

in reports and journals, so that the executive does not have to study

them personally in detail

 The secretary should understand that it may be necessary to stay

late if there is an urgent job to be done; nevertheless the executive

should not always expect the secretary to be in the office hours

when the is not of an urgent nature.

 There must be a clear understanding about he scope of the work

the secretary should undertake in the executive’s absence and the

 executive should be perfectly satisfied that the secretary can cope

with the work which may arise when the executive is not there.

 The secretary should be kept fully informed of all that the executive

is doing so that the secretary can be of most used to the executive.

 Executive should appreciate that the secretary will need to attend

training courses for updating their skills and for career development.

 The executive must be able to rely on the secretary’s punctuality in

attending the office, meetings and other functions.

 There should be a sense of humour on both sides.

 The secretary should set a high standard of conduct and efficiency

for the rest of the office staff. Being always neat and tidy in

appearance will enhance the reputation of the organization.

 The executive must allow the secretary to use initiative to solve

problems.

The secretary’s relationships with staff at all levels

The qualities which go to make the ideal relationship between staff at all

levels and secretary are:

 Good relations with the other members of the secretarial staff area

also crucial in creating a happy and trouble-free environment.

 In conversation with all staff levels, secretary should refrain from

entering into gossip and wasting valuable time in the office.

 Juniors are influenced by the standards set and the attitudes of

their seniors and the secretary has a responsibility to set a good

example which the juniors in the department will wish to emulate.

 A good working relationship is a contributory factor in gaining the

full support and cooperation of the junior staff.

 The ideal relationship is one in which the junior staff work

harmoniously with the secretary and have no inhibitions about

seeking help and discussing their problems.

 An induction programme enables new recruits to understand the

conditions and purpose of their job in relation to the whole

organization and to appreciate their relationship with colleagues

 and seniors. It also enable them to settle into the new environment

quickly and become more effective in their work

THE SECRETARY’S JOB SPECIFICATIONS

The secretary’s day seldom follows a set pattern and no two secretarial

posts are unlike, but the following list of activities is representive of a

typical day in the life of a secretary

At the beginning of the day

 Collect the executive’s mail from the mailroom, open and date

stamp it and attach it to the relevant files

 Place all incoming mail files in executive’s tray

 Access and print out any messages in the computer ‘mailbox’

 Draw the attention of executive to any urgent items in the mail or in

the day activities

 Update calendars, visual control boards, computer data

 Read journals, report and mark any items that would be interest to

executive
During the day

 Receive dictation from executive and transcribe it. A regular time

will normally be set aside for this during the day.

 Arrange for copying of documents to be undertaken as required by

executive

 Receive and make telephone calls

 Receive and entertain visitors

 Use the computer for sending messaged to staff, including dates of

meetings

 Arrange appointments and enter them in both diaries or make any

necessary travel arrangements

 Make arrangements for meetings and if required attend them in the

capacity of secretary, taking the minutes.

 Organize and undertake work as required by executive.

 Deal with bank transaction and draw cash as required for

purchases.
 Complete expenses forms from receipts and vouchers.

 Deal with any tasks allocated in diary for today.

At the end of the day

 Refer to diary and notify reception of any visitors expected

tomorrow

 Supply any itinerary required and relevant papers if executive is

going to outstation

 Ensure that all correspondence has been signed, enclosures

attached and the envelopes prepared for dispatch.

 Clear the desk and lock up all pending files and documents.
Secretaries and should be good at keyboarding.

They also should have good grammar and be well-

spoken. They need to know how to use a word

processor. They may also need to know other

software programs. Secretaries must operate

different office equipment. Employers want

their secretaries to get along well with

others. They should also be well organized and

honest. A high school diploma is needed for

most full-time jobs. Once they have a job,

secretaries often must take courses to update

their skills. Medical and legal secretaries

need special training.

TOOLS FOR SECRECTARY USED IN THE

OFFICE
 DIARY
Diary used for taking note or arrange an appointment for the boss

PAPER
Paper used for writing or printing letterhead, letter, or office document
 PENCIL
Pencil is used for note taking with shorthand or trengkas in meeting or private
and confidential document

PEN
Pen is used for writing or signing letter in document
 LAPTOP

Laptop is used as a important tool for secretary to do any official work

such as typing document and calculate an account by using Microsoft
office and other application in the laptop
 OFFICIAL CLOTHES FOR SECRETARY

Women’s Dress Code

- know what suits you and do not deviate too far from it
- wear solid and soft colour (Do not exceed four colours at time)
- Concentrate on quality not quantity when shopping(quality
does not necessarily cost more)
- Be clean and tidy
- Try not to be too fasionable. If it’s not your style, leave it
- Shoes are everything

Accessories for secretary should have

- jewellery
- handbag
- earring,bracelet and ring
- belt
- perfume
- handphone
- wrist watch
- makeup
- brooches
-
Traditional costume

Saree, baju kurung, cheongsam,

kebaya, baju songket

Modern secretary costume

The end