The document summarizes a presentation given at a 3-day workshop on productivity enhancement for secretaries. It begins by outlining the objectives of the presentation, which are to define a professional secretary, describe their duties, differentiate between ethical and unethical practices, and identify skills required in modern offices. It then discusses what defines a professional secretary and their essential duties, which include handling phone calls, mail, appointments, meetings and more. The presentation also covers ethical concerns secretaries should maintain, such as flexibility, poise, and confidentiality, as well as unethical practices to avoid. It concludes by identifying interpersonal skills needed to succeed in modern offices, such as communication, organizational, and human relations competencies.
Introduction to Management - Meaning, Nature, Scope, Levels of ManagementSumit Sharaf
Introduction & Definition of Management
Components of Management
Features of Management
Functions of Management
Level of Management
Management and Administration
Management as Profession
Significance of Management from the point of view of Modern Business Operations.
Management is the process of planning, organizing, staffing, directing, and controlling the enterprise resource efficentively for achieving the goals of the organization. Effectiveness in management is concerned with doing the right task, completing activities and achieving goals. Efficiency means doing the task correctly and with minimum cost.
Introduction to Management - Meaning, Nature, Scope, Levels of ManagementSumit Sharaf
Introduction & Definition of Management
Components of Management
Features of Management
Functions of Management
Level of Management
Management and Administration
Management as Profession
Significance of Management from the point of view of Modern Business Operations.
Management is the process of planning, organizing, staffing, directing, and controlling the enterprise resource efficentively for achieving the goals of the organization. Effectiveness in management is concerned with doing the right task, completing activities and achieving goals. Efficiency means doing the task correctly and with minimum cost.
Most people forming a company undervalue the importance of a company secretary.
Find out here about the role and tasks that are carried out by a company secretary.
Ched Memorandum Order No. 23 Series of 2009
“Guidelines for Student Internship Program in the Philippines for all programs with practicum subjects:
Article II
Section 3. General Objectives
The program aims to:
provide tertiary students enrolled in Higher Education Institutions (HEIs) in the Philippines the opportunity to acquire practical knowledge, skills, and desirable attitudes and values in reputable establishments/industries in our country
enhance the students’ work competences, and discipline as they relate to people in the workplace
promote competitiveness of students through the training;
strengthen and enrich the degree program in HEIs
provide opportunities to learn from and network with experienced professionals;
handle new challenges and complex tasked problems; and
identify future career directions and become candidates for future job opening
Henry Mintzberg has identified ten common roles of all managers.
The roles are divided into three groups:
Interpersonal
Informational
Decisional
Under interpersonal role management involves managers to act as:
Figurehead
Leader
Liaison manager
Figurehead performs ceremonial & symbolic duties such as greeting visitors, signing legal documents, attaining social functions etc. on behalf of the organization.
As a Leader managers have to direct & motivate subordinates, provide training & counselling etc.
As a Liaison manager maintains information, links both inside & outside organizations through mail, phone, meeting etc.
Under informational role managers have to play as:
Monitor
Disseminator
Spokes person
The main role of a Monitor is to seek & receive information, scan periodic reports & maintain personal contacts.
Disseminator has to forward information to other members of the organization through memos, reports, phones etc.
Spokes Person transmits information to outsiders through speeches, reports etc.
Under decisional role managers have to act as:
Entrepreneur
Disturbance handler
Resource allocator
Negotiator
Entrepreneur has to indicate projects, identify new ideas, focus on creativity, take risk & exploit opportunities.
As a Disturbance Handler manager takes corrective action during disputes or crises. Managers have to resolve conflicts among subordinates & remain adaptive to face environmental changes & challenges.
As a Resource Allocator manager decides allocation of resources on priority basis & prepares budget.
A Negotiator represents department during negotiation of union contracts, sales, purchases etc.
Robert Katz has suggested three managerial skills that are essential to the success of management.
These skills are:
Technical
Human
Conceptual
Technical skill involves process or technical knowledge & proficiency.
It belongs to the lower level of the hierarchy.
Managers use the processes, techniques & tools of a specific area.
It is the ability & knowledge needed to accomplish complex action actions, tasks & processes.
Human skill involves the ability to interact effectively with people.
Middle level managers should have strong human skill.
Managers interact & cooperate with employees. Human relations skills are directly related to a manager’s leadership abilities.
It focuses on the ability to get things done by understanding & working through others outside of formally prescribed organizational mechanisms is crucial for managerial success.
Conceptual skill involves the formulation of ideas.
It is associated with top level management.
Managers understand abstract relationships, develop ideas & solve problems creatively.
Conceptual skill focuses on the ability to see the enterprise as a whole & recognise how various functions of the organization are interrelated & how changes in one part affect all the others.
It helps to visualize internal & external relationship.
Example: Articulating a vision for the organization
This report provides an overview of soft skills, including their definition, importance, and how to learn them. Soft skills are personal attributes that enable individuals to effectively communicate, collaborate, and interact with others in various settings. The seven essential soft skills covered in this report are communication, teamwork, problem-solving, adaptability, time management, leadership, and work ethic.
The importance of soft skills cannot be overstated, as they are highly sought after by employers in almost all industries. In fact, research shows that soft skills are often more important than technical skills when it comes to career success. Soft skills help individuals build positive relationships with others, navigate complex situations, and effectively lead and manage teams.
To learn soft skills, individuals can participate in various training programs, including workshops, online courses, and coaching sessions. Additionally, practicing and applying these skills in real-life situations can help individuals improve their soft skills and gain confidence.
Overall, this report highlights the importance of soft skills in personal and professional success and provides valuable insights into how to develop these skills. By focusing on these essential soft skills, individuals can enhance their communication, problem-solving, leadership, and emotional intelligence abilities, which can lead to improved job performance and career advancement opportunities.
MATATAG CURRICULUM: ASSESSING THE READINESS OF ELEM. PUBLIC SCHOOL TEACHERS I...NelTorrente
In this research, it concludes that while the readiness of teachers in Caloocan City to implement the MATATAG Curriculum is generally positive, targeted efforts in professional development, resource distribution, support networks, and comprehensive preparation can address the existing gaps and ensure successful curriculum implementation.
Biological screening of herbal drugs: Introduction and Need for
Phyto-Pharmacological Screening, New Strategies for evaluating
Natural Products, In vitro evaluation techniques for Antioxidants, Antimicrobial and Anticancer drugs. In vivo evaluation techniques
for Anti-inflammatory, Antiulcer, Anticancer, Wound healing, Antidiabetic, Hepatoprotective, Cardio protective, Diuretics and
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Safalta Digital marketing institute in Noida, provide complete applications that encompass a huge range of virtual advertising and marketing additives, which includes search engine optimization, virtual communication advertising, pay-per-click on marketing, content material advertising, internet analytics, and greater. These university courses are designed for students who possess a comprehensive understanding of virtual marketing strategies and attributes.Safalta Digital Marketing Institute in Noida is a first choice for young individuals or students who are looking to start their careers in the field of digital advertising. The institute gives specialized courses designed and certification.
for beginners, providing thorough training in areas such as SEO, digital communication marketing, and PPC training in Noida. After finishing the program, students receive the certifications recognised by top different universitie, setting a strong foundation for a successful career in digital marketing.
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
Executive Directors Chat Leveraging AI for Diversity, Equity, and InclusionTechSoup
Let’s explore the intersection of technology and equity in the final session of our DEI series. Discover how AI tools, like ChatGPT, can be used to support and enhance your nonprofit's DEI initiatives. Participants will gain insights into practical AI applications and get tips for leveraging technology to advance their DEI goals.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
How to Build a Module in Odoo 17 Using the Scaffold MethodCeline George
Odoo provides an option for creating a module by using a single line command. By using this command the user can make a whole structure of a module. It is very easy for a beginner to make a module. There is no need to make each file manually. This slide will show how to create a module using the scaffold method.
Acetabularia Information For Class 9 .docxvaibhavrinwa19
Acetabularia acetabulum is a single-celled green alga that in its vegetative state is morphologically differentiated into a basal rhizoid and an axially elongated stalk, which bears whorls of branching hairs. The single diploid nucleus resides in the rhizoid.
This slide is special for master students (MIBS & MIFB) in UUM. Also useful for readers who are interested in the topic of contemporary Islamic banking.
Who is a professional secretary by dr. gambari, a. i.
1. Dr. Gambari, A. Isiaka
E-mail: gambarii@futminna.edu.ng
Website: www.gambariisiaka.com
Blogsite: www.drgambari.com
THE PROFESSION OF A SECRETARY,
RECORDS AND INFORMATION
MANAGEMENT
A Paper Presented at a 3-Day Workshop on Productivity
Enhancement For Secretaries, Held at Edgedrive Hotels,
Lokoja, Kogi State.
28th October – 1st November, 2013
2. Objectives
At the end of this presentation, you should be able
to:
Determine who is a Professional Secretary;
Describe the duties of a Professional Secretary;
Differentiate between Ethical and Unethical
Practices;
Identify some skills required at modern offices
Discuss human relations skills expected of a
professional secretary.
jharun@utm.my
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4. Who is a Professional Secretary?
The Professional Secretaries
International (PSI) defines a
secretary as an executive
assistant :
who has mastery of office skills,
demonstrates the ability to
assume responsibility without
direct supervision,
exercises initiative and
judgment and
makes decisions within the
scope of assigned authority.
5. Cont…
Generally:
A Professional Secretary coordinates the daily
routines of an office and organizes the office
schedules and paper work.
A secretary’s duties require analysis of the
situation, judgment, technical knowledge and
creativity.
The number and type of activities secretaries are
assigned depend on whether they are generalists
(multifunctional secretaries) or specialists (such as
legal or word processing secretaries). Secretaries
use many different talents and work with many
different people.
6. Modern Professional Secretaries
Modern professional secretaries are now
referred to as office managers by some
people because of their activities,
education, skill acquisition, knowledge
and even expectations from their bosses,
customers, clients and even the general
public.
7. Cont…
Whether called a secretary, a manager or a
personal assistant, a professional secretary is
no more the man or woman sitting behind the
typewriter, taking shorthand dictations and
attending to visitors.
Office management is now more concerned
with office occupations or the exhibition or use
of skills, aptitudes, attitudes and knowledge for
carrying out successfully the functions of the
office (Ohakwe, 2001).
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8. ESSENTIAL DUTIES OF PROFESSIONAL
SECRETARIES
Phone Calls and Visitors
Acts as a gateway between visitors, callers and other
workers in the office.
Knows enough about the office he or she works in to
answer inquiries about the specifics of the office.
He or she screens visitors and phone calls and
arranges callbacks or appointments.
Prepare his or her boss to talk about different issues
with different people.
Prepare a meeting area for visitors and take care of
any requested amenities.
Responsible for conducting phone surveys or inquiring
after
jharun@utm.my information.
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9. Other Communication
A PS must handle written communications and the
mail, as well as inter-office communications.
A PS generally sorts the mail for the boss or the
office, prioritizing it and throwing out junk mail.
Sometimes he or she will be responsible for
replying to the banal correspondence by
preparing responses for the boss’s signature.
A PS also prioritizes work based on deadlines and
communication with others in the office.
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10. Appointments and Meetings
A PS not only maintains a boss’s schedule, but also
prepares the boss for meetings and appointments.
He keeps a calendar of the boss’s appointments
as well as all meetings within the office and
determines what events the boss needs to attend.
Arranges his or her employer’s commitments to
avoid overlaps and to make sure that the boss has
enough time to prepare for such commitments.
Prepares an agenda for meetings, arranges for the
facilities and amenities and records the discourse
in the meeting.
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11. Other Responsibilities
Other responsibilities of a Professional Secretary may
include:
Supervising other clerical staff
Keeping an updated mail and phone directory
Ordering office supplies when neede
Organizing files and other data
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13. ETHICAL CONCERNS
Some of the ethical demands on the PS
include:
(1). Flexibility and Adaptability: A good
secretary must be able to work in any
organization by adapting to the situation he
finds himself.
(2). Poise: The Professional Secretary should
be calm and poised always.
(3). Intuitiveness: The ability to develop one’s
mind to visualize and sense things. He should
develop a keen eye for error detection in his
work and draw the attention of his boss to it.
jharun@utm.my
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14. Cont…
(4). Tact: You need tact in what you do
or say so that you do not offend your
boss, co-workers and customers. The
Secretary should be able to
communicate with all people and
should be able to keep the
organization’s secrets secret.
(5). Punctuality: A good Secretary should
be regular and punctual at work.
jharun@utm.my
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15. Cont…
(6). Courtesy: The Secretary should observe
the basic codes of human relations such as
‘Good morning’, Good day’, ‘Please’, ‘Thank
you’.
(7). Due Diligence: Means avoidance of
mistakes or typographical errors and paying
attention to details. This is an important asset of
a secretary in order to produce mailable
document.
jharun@utm.my
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16. Cont…
(8). Being proactive: Should be able to take necessary
prior action to forestall its happening. The secretary
should use her initiative and discretion in doing the job
without waiting for the boss. She should always think of
improving herself and her job.
(9). Self-confidence: Fear causes tensions and affects
our emotional stability negatively as well as our selfconfidence. You should learn to control your emotions
and develop your self-confidence.
(10). Good Telephone Personality: Telephone
communication requires good voice, pleasant
manner and friendly attitude.
(11). Appearance: The secretary should be neat
and decently dressed always.
jharun@utm.my
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17. Cont…
(12). Organizational skills: These skills are required
in order to achieve organizational objectives.
(13). Confidentiality: The security of the office and
equipment falls within the ‘corporate schedule’ of
the secretary. Consequently, one of the ethical
core values which facilitate the success of the
professional secretary is confidentiality.
(14). Leadership: The leadership competence of
the secretary is usually required for the effective
management of co-workers and observance of
decorum in the office.
jharun@utm.my
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18. Cont…
(15). Capacity-building: Through peer-review
mechanisms, attendance at professional
workshops and conferences, and membership of
professional associations,.
(16). Computer Competencies: Your knowledge of
computer will not be an asset to your organization,
until it adds value, hence the secretary needs to
more from the level of computer appreciation to
being computer-proficient.
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19. UNETHICAL PRACTICES
1. Passion for excellence is lacking
2. Communication deficiencies, usually
as a result of the porous basic
foundation in English usage.
3. Low confidence level.
4. Poor organizational ability.
5. Unlawful trading in offices during
corporate hours.
jharun@utm.my
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20. Cont…
6. Improper delineation of hierarchy and
command structure that often create conflicts
between the professional secretary and other
support staff like: secretarial assistants, clerical
officers etc.
7. Information
diarrhea/Leakage/Mismanagement.
8. Gossip/Rumour mongering.
9. Lateness/Absenteeism (A.W.O.L).
jharun@utm.my
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21. Cont…
10. Erroneous notion of the professional secretary’s
career as being meant solely for females.
11. Promotion above level of competence (Peter’s
Principle)/Low productivity.
12. Poor human relations.
13. Quarrelling.
14. Un-ending discussion.
15. Improper dressing.
16. Poor listening technique.
17. Poor leadership and followership styles.
jharun@utm.my
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22.
23. SUCCEEDING AT MODERN OFFICES
Brent D. Ruben and Jogelyn De Anglis listed out
the following as competencies and skills needed
by secretaries in workplace:
Personal competencies
Communication Competencies
Organizational Competencies
International/Intercultural Competencies
Domain Competencies
Human Relations Competencies
jharun@utm.my
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24. 1.
Personal Competencies
Positive Attitude
Self Motivation: Self motivation refers to an internal
drive to get things done.
Flexibility and Adaptability.
Integrity: Honesty, especially as it applies to
interpersonal dealings.
Active Learner
Problem Solving: identify solutions to problems.
Decision Making Ability: Fact-based decision
making
Analytic/Cognitive Ability: The skill to thinking
analytically.
jharun@utm.my
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25. Cont…
GPA/Academic Achievement: Grade point
averages (GPA) refer to the overall grade point,
with the higher the GPA being more desirable.
Loyalty: Commitment to the job and organization.
jharun@utm.my
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26. Communication Competencies
Communication, Written and Oral
Public Speaking
Listening Skills
Social Skills: Getting along with others,
Team/Group Skills
Networking Skills
jharun@utm.my
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27. Organizational Competencies
Organization Skills: Managing tasks and projects,
and files well.
Leadership/Management Skills: Skills to manage
other people to get results and taking the
initiative.
Meeting Skills: The skill to successfully run
meetings and participate in meetings
Systems Perspective
Computer Skills
jharun@utm.my
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28. Cont…
Economics/Statistics: Business courses in
economics and/or statistics.
Quality Approach Knowledge: The understanding
of work as a process.
Work Experience
Customer Orientation: The skill related to both
social skills and problem solving ability.
Extra-Curricula Activities
Business Understanding
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29. International/Intercultural Competencies
Cross-Cultural Competency
International Knowledge: A basic understanding of
international business workings.
Second Language: Some employers are seeking
candidates with skills in other languages.
(International) Management: Business course in
management or international management.
(International) Marketing: Business course in
marketing or international marketing.
(International) Trade Theory: Business course in trade
theory or international trade theory.
(International) Human Resources: Business course in
human resources or international human resources.
jharun@utm.my
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30. Domain Competencies
Basic Business Courses
Domain Knowledge: Domain knowledge is the
one area of concentrated skills/ability gained
through college education.
Accounting: Business or management course in
accounting.
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31.
32. 5.
Human Relation Skills (competencies)
The secretary as a ‘public figure’ must endeavour
to show good working relationship with other
members of staff irrespective of their position or
ranks.
It is largely viewed that human relations should be
two-way affairs, but to a large extent the secretary
has the major role to play. This is because human
beings are unique in nature and are difficult to
manage.
In order for the secretary to maneuver she needs
to display different skills as the need arises.
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33. The Secretary and Total Environment
(Internal Human Relations)
Understanding the co-workers and having a keen
interest in them.
Always put up a smiling face even when things
are not moving on fine to avoid being
misunderstood.
In addition, when junior staff are respected,
recognized or sympathized with as well as not
getting involved in office gossips/belonging to any
clique, they see the person as a close confidant
and a mentor.
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34. The Secretary and Her Boss
Understand your boss as
much as possible
Win your boss’s
confidence as regards to
office work and other
personal secrets.
Loyal to your boss & do
not gossip him.
Reconcile or Talk-it-over
jharun@utm.my
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35. Cont…
In case of unpleasant mood, create an entire
peaceful atmosphere that would enable him get
back to good mood, by:
respecting him,
avoiding anything that hurts his feelings
answering him with due respect,
never argue with him or encounter in hot
conversation.
You should be sympathetic and always shows the
boss that you are willing to see him through his
problems.
jharun@utm.my
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36. Cont…
Always sees him as the Boss & do not claim that
you know more than him
Do not get irritated when your advice is not taken
but feel satisfied that she has been requested to
contribute to an issue.
Always be considerate
Always remain calm in all situation
Display the matured spirit and always follow the
hierarchy or channel of communication or chain
of command when dealing with anyone.
Be Accurate so that the boss is relieved of the
burden of examining every document
jharun@utm.my
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37. Cont…
Be caring to show the boss that you cares about
everything that concerns him
Un-equal relationship, understand that the
relationship between her and the boss is that of
the secretary and the boss and not that of equals.
On no account should she sit on the boss’s chair
Do not open his locker to search for things that are
not needed.
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38. External Human Relations
Receive visitors with smiles and politeness
In answering calls, you should be creative,
imaginative, human and ready to offer assistance
irrespective of person involved.
Visitors to the office should not be made to wait
too long
Speak to visitor in a chanting way that would
make them forget the length of time they have
spent waiting
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39. The Secretary and other Executives
Do not see your boss as the only person that
deserves to be accorded respect.
Hatred and envy by others
Victimization after been transferred
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40. The Secretary and Her Colleagues
be able to harness the efforts of other colleagues
to the greater glory of the organization
Should based your discussion on how to solve
office problems,
help those who have problem s with their boss or
junior workers
Help his colleagues who have problem in
handling a particular aspect of the secretary job
Help those who run out of the materials because
someday you would need help
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41. The Secretary and Junior Workers
Understand the nature of junior workers therefore
be courteous, polite, sympathetic, tolerant, tactful,
cheerful, cooperative and calm when dealing
with them
Gives them the impression that they are
recognized as human beings
Give corrections to offences committed by any
junior staff in a way that is satisfying
Never discuss all the wrong doings of the junior
workers with the boss so as to avoid loss of
confidence and to prevent the office from
sabotage
jharun@utm.my
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42. Cont…
do not frown or become unfriendly if he enters the
office and fails to greet cheerfully or fails to go on
an errand immediately
Satisfy the junior workers and speak politely to
them.
Understand their problems and talks to them at the
right time.
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43. The Secretary as a Supervisor
Give Workers Equal Treatment: No preferential
treatment should be allowed.
Help to understand your juniors problems:
(i) show them love,
(ii) interested in their welfare,
(iii) listen to their grievance and handle them without
taking sides.
(iv) Offer a genuine advice and settle dispute
without hurting anyone.
Recognize excellent performance and
achievements
Maintaining Discipline
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44. Maintaining a suitable Working
Environment
Make sure that each worker is comfortable e.g.
the seating position,
the materials,
the ventilation,
the recreational facilities,
the medical facilities, etc.
Avoid anything that would create suspicion in the
office.
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