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SecretarialProcedures

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SecretarialEnglish

1SecretarialProcedures

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SeStudyTasksfortheEighthWeekSectionTwo,UnitFourteenAbouttheMid-termExamination2StudyTasksfortheEighthWeeSectionTwo,UnitFourteen

Ifyouaimtomakeasuccessofyoursecretarialcareer,andwhatevercareermayfollowthat,yoursuccesswilldependonmuchmorethanyourpracticalskills.Nomatterhowgoodyourshorthandortypingskills,oryourabilitytopresentdocumentseffectively,youwillnotgetfarifyoucannotgetalongwithpeople.Oralcommunicationisthelife-bloodofourpersonalandbusinesslives.Ourabilitytocommunicateisaprocesswhichbeginsinchildhood；therolesweplaybecomegraduallymorecomplexaswebecomeadultsandassumemoreresponsibility.

3SectionTwo,UnitFourteen3Face-to-faceCommunicationInyourbusinesslifeyouwillprobablyspendmuchmoreofyourtimetalkingandlisteningtocolleaguesandclientsthanwritingandreading.Problemswillneedtobediscussed,informationrequested,instructionsgiven.Toachieveco-operationandeffectiveteamwork,goodhumanrelationsskillsmustbedeveloped.Face-to-facecommunicationcantakeavarietyofforms:aprivatediscussionaconversationoverlunchagossipintheliftachancemeetinginthecorridoraninformalgatheringofstaffinstructingsubordinatesdealingwithclientsformalmeetingsinterviewsconferences/seminars4Face-to-faceCommunicationInyFace-to-faceCommunicationInface-to-facecommunication,youhavevariousmeansofconveyinginformation–intonationofthevoice,facialexpressions,gesture,postureandmovement.Thesefactorsaddimpacttoameaning,andtheycombinetoprovideaninstantimpressioninawaythatwrittencommunicationortelephonecallscannot.Face-to-facecommunicationhasmanyadvantages.Mostimportantly,itisimmediate,sothereismorechanceofunderstandingbeingachievedquickly.Itisalsopossibletoobtaininstantfeedback.Ofcourse,therearealsodisadvantages.Inaccuracymayresultduetotherebeingnopermanentrecord.Itisalsooftenlessconcisebecauseitisnotpreparedascarefullyaswrittencommunication.Mostpeoplefindtalkingeasierthanwritingbecausephrasescanbeusedinspeechwhichwouldbeunacceptableinwrittencommunication.However,ifunderstandingistobecompleteandeffective,languageneedstobechosencarefully.Effectiveoralcommunicationshouldbeplannedjustascarefullyasplanningwhatyouaregoingtowrite.Flexibilityisprovided,however,inthatitcanbechangedifnecessary.5Face-to-faceCommunicationInfChecklistfor

Effectiveface-to-faceCommunicationLetusconsider:Planwhatyouwillsay.Preparesupportingnotesandgatheranyrelevantdocuments.Considerthepersontowhomyouwillbespeaking.Takeaccountoftheirposition,backgroundknowledgeandexperience.Speakappropriatelytothesituation.Bechatty,friendly,informalorformal,etc,inaccordancewiththesituationandthetopic.Beopen-minded.Considerthematterfromtheotherperson'spointofviewandbeasopen-mindedaspossible,buthavecounter-argumentsreadyjustincasetheyarerequired.Considerthelocation.Youwillfeelmorecomfortableinafamiliarenvironment.Trytoavoiddistractionsliketelephonecallsorotherinterruptions.Dressappropriately.Yourappearanceindicatesyourpersonalityandwhatyourepresent.6Checklistfor

Effectiveface-SpeakinginPublicAlthoughyoumayneveraspiretoaddressaudiencesasaprofessionalspeaker,thechancesarethatyouwillberequiredtogiveatalk,explainaprocedureorproposesomeplaninthecourseofyourcareer.

Whenfacedwithsuchatask,youshouldaimtocommunicatewithyouraudienceandnotfeelintimidatedbythem.Everygoodspeakersuffersfromnervesorbutterflies.Acertainamountoftensionisnotabadthing.Itmeansthespeakercaresaboutgettingthroughtotheaudienceandaboutputtingonagoodperformance.

Commonfaultsincludenotidentifyingthemainideastobeputacross.Thisresultsinyourtalkbeingvagueandineffective,slidingfromonepointtoanotherwithoutclearindication,orrepeatingpointsalreadymade.Ifaspeakerisnotthoroughlypreparedandisdisorganized,theaudiencewillfeeltheirtimehasbeenwasted.

7SpeakinginPublicAlthoughyouSpeakinginPublic:

PreparingtheMaterialYoumustbecertainofwhatyouwanttheaudiencetolearnfromyourtalk.Knowyourfactsbydoingreadingandresearch.Yourtalkshouldprogresslogically,usingtheseguidelines:

Acknowledgethepersonwhohasintroducedyoutotheaudience.Introduceyoursubjectclearlyandconcisely,outliningthepurposeofyourtalkandwhatyouhopetoachieve.Usekeysentencestointroduceeachmainpoint.Explainandexpandwithdetails,examples,orshortstoriestoillustrateeachpoint.Recapwithasummaryorrestatementofthemainpoint.Endyourtalkonapositivenote.Haveaclosingsentenceready.Nothingletsdownanaudiencemorethan：“…ell,Iguessthat'sallIhavetosay...”

8SpeakinginPublic:

PreparingSpeakinginPublic:AnExampleTheCompanyAnniversaryPartyTenyearsagotoday,Mr.Hsurentedasmallapartmentnotfarfromhere,whichsomeoftheolderemployeesmayremember.Prettysoonhehadhiredafewofhisclassmates,andtheretheywerehiringpeople,too.Nowthereareoverathousandofus.Ourproductsaresoldinoversixtydifferentcountries.Ofcourse,thebottomlineis...well,thebottomline,andourcompanynettedovereightymilliondollarslastyear.Weallhavereasontobeveryproud.Intenyears,Mr.Hsuhasbroughtusfromaone-roombusinesstothefifth-largestperipheralsmanufacturerinTaiwan.I'mconfidentthatwewillseeevengreatersuccessinthedecadestocome.

9SpeakinginPublic:AnExamplePressReleasesApressreleaseisanannouncementmadetothepressandothermediaaboutanythingwhichisconsideredtobenewsworthy.Itcanobtainusefulfreepublicityforthosewhoissuethepressrelease.Thosewhoreceiveitmayignoreit,publishaneditedversion,publishitaswritten,orcontacttheinitiatortomakeamoredetailedreport.Somereasonsforsendingapressreleasetothemediaarenotedhere.Canyouaddtothislist?relocationofofficesintroductionofnewproductspurchaseofnewcapitalequipmentorbuildingschangesintoppersonnel

10PressReleasesApressreleaseCompilingaPressReleaseNinetypercentofpressreleasesissuedarethrownstraightintotheeditor'swaste-paperbasket.Only5-10percentareused.Tostandanychanceofescapingtheeditor'swaste-paperbasket,specificwritingskillsareneeded.

HeadlineCompileanappropriatebutsnappyheading

OpeningGrabtheeditor'sattentionandultimatelythereader'swithagoodheadlineandopeningparagraph.Includethemostimportantmessageinthisopening.

MiddleKeepcentralparagraphsshortandself-containedsothattheeditorcancutthemoutifnecessarywithoutruiningthesenseortheflow.Writeinaninteresting,punchystyle.Evenwhatmayseemanuninterestingeventcanbemadeintoaneffectivestorybyusingappropriateanglesandwording.CloseItmaybeappropriatetofinishbyrepeatingthemainmessageagain,bysummarizing,orperhapsincludingaquotationfromakeyperson.11CompilingaPressReleaseNinetStyleandLanguageWhenyouissueapressreleaseyouwillbewritingonbehalfofyourcompany,butcaremustbetakentoensurethatyourreleasedoesnotsoundlikeanadvertisementoraninvitation.Yourpressreleaseshouldbewordedsothatitcanappearinanewspaperwithaslittlechangeaspossible.Itisusefultoimagineyouare“wearingthehat”ofthenewspapereditorwhileyouarecompilingapressrelease,i.e.usethirdperson.Rememberthataflat,vague,dull,boringorlong-windedpressreleasewillendupinthewaste-paperbin.Usingshortsentences,writeyourpressreleaseinasnappy,crisp,punchystyle,andrememberitmustanswerthefollowingquestions:WhatWhatishappening?WhoWhoisinvolved?WhereWhereisithappening?WhenWhenisithappening?WhyWhyisithappening?12StyleandLanguageWhenyouissLayout

Apressreleaseisformalcommunicationfromanorganization,soitshouldbepresentedonletterheadedpaper.Thefollowingformatisthenrecommended:

______________________________________________________________________BritishNEWSTELECOMRELEASESheffield&LincolnRG/STDistrictOfficeTelephoneHouseCharterSquare1March1990SheffieldS11BATelephoneSheffield732640

PUBLICATIONDATE：6MARCH1990

COMPUTERISEDTELEPHONEEXCHANGEATLINCOLNFromtoday,allBritishTelecomcustomersinthecityofLincolncanreapthebenefitsofferedbytheirnew,fullcomputerisedtelephoneexchange.Now,all25,000customerscanlookforwardtofasterconnections,clearercalls,withfewerwrongnumbersorcrossedlines,andtakeadvantageofahostofexcitingnewfacilitiesknownasStarServices.Inaddition,optionalitemisedbillsatnoextracostwillensurethatcustomerscankeepatrackoftheircalls.DistrictExchangeServicesManager,JohnLashmar,commented“IamdelightedtoseethisextensivemodernisationprogrammecometofruitioninLincoln.ItwillenableBTtoofferafirst-classcommunicationsservicetoallitscustomersinthecity.”end-Contact：RonGee,PressRelationsManager；Sheffield(0742)708267BritishTelecommunicationspicRegisteredOffice81NewgatestreetLONDONECIA7AJ13Layout

ApressreleaseisformTheSecretary’sRole

inCommunicationInanefficientcompany,systemsofcommunicationwillbelaiddowninaccordancewiththestructureoftheorganization.Thesystem'scomplexitywillbeinfluencedbythesizeoftheorganization,aswillthedegreeofformality.However,suchsystemsshouldnotbetoorigid,andtheyshouldallowroomforimprovementstobesuggestedandimplementedifnecessary.Asasecretary,youshould:

Beobjectiveaboutyourlimitationsanddeficienciesinyouruseoflanguage.Extendyourknowledgeoflanguagebyreading.Planallyourcommunicationscarefully,whetheroralorwritten.Useclear,simplelanguage,andappreciatethesameusedbyothers.Developtheabilitytobecriticalinallyourcommunications,andaimtoimproveconstantly.Considerotherpeople'sviewpointsandtrytoforeseeproblemswhichcouldoccurfromyourdealingsandcommunicationswiththem.Beopen-mindedandwillingtoadaptandchangemethodsorproceduresifnecessary.Suggesttosuperiorsanyimprovementswhichcouldbemadeinpresentationmethodsorlanguageusedincommunications.Setandmaintainhighstandardsinallyourmethodsofcommunication,intermsoflanguageandpresentation.

14TheSecretary’sRole

inCommuTheSecretary’sRole

inCommunicationCommunicationisperhapsoneofthemostimportantaspectsofthesecretary'srole.Itisalsodevelopingatanincreasingrate.Assuch,allsecretariesshouldendeavortokeepuptodatewithnewmethods,equipmentandsubsequentchangesandimprovementswhichtheybringabout.

Bearinginmindtheabovefactors,wehaveachecklistforeffectivecommunication:

Thinkclearly.Thinkbeforeyouspeakorwrite.Listenintelligently.Rememberthatcommunicationisatwo-wayprocess.Listeningisjustasimportantasspeaking.Similarly,tryreadingyourwrittenmessageasifyouweretherecipient,andconsiderifitwillbeeffective.Selectappropriatemedia.Considercarefullythemethodtobeusedforcommunicatingyourmessage.Itshouldbeappropriatetothedesiredobjective.Timeyourcommunicationappropriately.Considerwhenthecommunicationshouldtakeplace,andhowlongitshouldbe.Useappropriatelanguage.Usewordswhicharerelevanttothetopicandwhichwillbeunderstoodbytherecipient.Obtainfeedback.Obtainfeedbacktoensurethatthecommunicationwaseffective.

15TheSecretary’sRole

inCommuPublicRelationsWhatisPR?

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