Everything a secretary needs to know. Profession secretary

Ilya Melnikov

Secrets of the assistant secretary: how to become an indispensable secretary

The concept of the profession of secretary-assistant

Today in the labor market, the profession of secretary-assistant is perhaps the most common, both among job seekers and employers. It is no coincidence that they say: a good secretary is worth his weight in gold. The profession of a secretary is perhaps the closest to the profession of an actor. The specificity and complexity of the secretary's work is due to the fact that he is always in sight, in the center of communication with management, colleagues, and clients. A smile, a pleasant voice, an easy gait, confident gestures and goodwill, regardless of your mood, create a special atmosphere in the office.

A good secretary is, first of all, a professional! The basics of secretarial work can be mastered in a relatively short period of time, but true mastery, as in any profession, comes over the years.

What is the profession of secretary-assistant, and why is it so popular? The word "secretary" comes from the medieval "secretarius" and originally meant a confidant. Now the meaning of the word remains the same, but has acquired a broader meaning.

Since the management staff of non-state commercial organizations, as a rule, is quite small, the heads of these companies are mainly engaged in solving basic production issues, strategic problems of development of their enterprises, and entrust a significant part of the management (primarily administrative) work to their secretaries. The secretary of the head of a modern company must not only quickly type and correctly draw up documents, but also draft the texts of various documents, edit projects, not only rationally organize the reception of visitors and telephone service, but also independently resolve many issues in accordance with the instructions assigned by the manager. This new type of secretarial profession was called secretary-referent.

The secretary-referent is an assistant to the manager. There are several definitions of the secretary profession:

1) An employee in charge of the office work of an institution, enterprise, etc., as well as conducting business correspondence for an individual. Also, the duties of the secretary include receiving and recording telephone calls, communication between departments and departments of the organization.

2) The one who keeps minutes of the meeting, session, and also monitors compliance with the regulations.

3) The elected head of any organization, any body. Or one of the members of any elected body in charge of office work and current work of an organizational and executive nature.

4) The manager responsible for the current work of an institution or any body.

An assistant is an official of an institution, a specialist not only in the field of secretarial work, but also in the field of the company’s main activities; he prepares decisions, reports, reports, managerial speeches, analytical documents; advises on certain issues; analyzes the situation and takes part in developing the strategy and tactics of the company.

The assistant secretary performs the combined duties of a secretary and assistant.

A secretary-assistant is a manager's confidant who has certain information and frees his boss from current work in order to give him the opportunity to focus on solving the main issues of the enterprise. Thanks to the work of the secretary-assistant, the manager can concentrate as much as possible on performing his professional tasks.

The essence of the work of a secretary-assistant is to conduct office work of the enterprise, business correspondence, and receive visitors. Also, the duties of the secretary-assistant include receiving and recording telephone calls, communication between departments of the enterprise, preparing reports, and consultations. The list of responsibilities of a secretary-assistant is quite long and varied. It all depends on the specifics of the company and his own qualifications. Main responsibilities: prepare the necessary documents, ensure the financial and economic activities of the enterprise, ensure the reception, accounting, registration, control of the execution of documents, information and reference services and storage of document information, control the quality of preparation, the correctness of preparation, approval, approval of documents submitted for signature management of the enterprise.

The difference between a secretary assistant and an office manager:

The assistant secretary is the manager’s right hand, a specialist not only in secretarial matters, but also in the field of the company’s activities, and can make decisions independently. The work is not only technical, but also creative, responsible, for example, preparing reports, reports, managerial speeches, and other important documents.

Office manager - ensures the smooth operation of the entire office, prepares presentations, negotiations, meetings, transport services, communications, provision of equipment and stationery, his duties may include conducting personnel work (in the absence of a personnel specialist), is responsible for the cleanliness of the premises and quality of lunches. The office manager may have shift secretaries, drivers, cooks, cleaners, etc. under his command.

The position of secretary-assistant is one of the most sought after and promising on the labor market in terms of career growth. The image and professionalism of the company largely depend on the competence and skill of the secretary-assistant.

For many, working as a secretary is a starting position in career growth (reception secretary, secretary, administrator, office manager, customer service manager, assistant manager, department or branch manager).

History of the secretary-referent profession

Secretaries appeared in ancient Rome as keepers of other people's secrets. Then notaries emerged from the secretaries. And the secretaries themselves, from the confidants of kings, kings, dukes and peers, gradually turned into clerks. Traditionally, men acted as secretaries. It was only at the end of the 18th century that women secretaries appeared.

In Rus', secretaries have existed for a long time. Already in the 18th century, the position of the emperor’s personal secretary was known, otherwise it was called “state secretary,” “trusted clerk of the sovereign.” Around this time, the secretary became an official of the institution, and the legislative acts of that time outlined the scope of his activities and official duties. On February 27, 1720, the General Regulations of Peter I were signed. Chapter 29 of the “General Regulations” was called “On Secretarial Administration.” For the first time, a requirement for the secretary's courtesy was recorded. The security of documents was also under the “care” of the secretary. The secretary came to work earlier than other members of the board, “laziness and oversight” were punished with fines, more serious offenses were punished even more severely, up to “deprivation of the stomach and belongings.” Under Peter I, the moral code “An Honest Mirror of Youth” was drawn up - requirements for a secretary: friendliness, humility and courtesy.

Since 1763, the position of secretaries of state was introduced, whose main duty was to “receive petitions in the highest name.” Appointments to this position were based on letters of recommendation and high patronage. According to the “Table of Ranks,” secretaries of state belonged to the fourth category with the address “Your Excellency,” had high salaries, lump sum payments, personal pensions, and were awarded orders, medals, and badges. The office of each secretary of state was autonomous. There were two or three more secretaries on the staff. These were educated people, they knew languages, they were smart and knew how to grasp the essence of the issue. There were also young people from noble families for “courier parcels to foreign lands.” In Russia, their functions were to verify the facts stated in the petitions. The class composition of petitioners is the nobility, foreign ambassadors, and merchants. Peasants were exiled to Siberia for complaints against their landowners.

Twice a week at eight in the morning, Catherine II had an audience with secretaries of state. The private correspondence of Catherine II also passed through their hands. In local government bodies, secretaries played the main role in the presence; for each case received, secretaries drew up memos on which decisions were made.

At the end of the 18th century, there were manuals for drafting documents that secretaries used. (“Cabinet or merchant secretary” by I. Sokolsky). Along with the statutory rules, they included elements of legal relations between the employee and the state, business and “parquet” etiquette.

On March 23, 1840, positions were established at the Putilov and Nevsky machine-building plants in St. Petersburg personal secretaries - assistants to the first managers.

The secretary is an proactive office worker who is entrusted with a wide range of responsibilities: answering telephone calls, registering correspondence, organizing meetings, conducting office work, as well as carrying out all instructions from the manager and making independent decisions within his competence.

The purpose of the secretary's work is to ensure effective management and administrative activities of the enterprise.

The concept of “secretary” hides people of various professions:

Reception secretary– receives and distributes telephone calls, greets visitors and carries out minor instructions for the manager. The position does not require special education. Sometimes such an employee is charged with purchasing water or stationery. In terms of prestige, this place is at the lowest level of the career ladder.
Secretary-assistant- This is a rather responsible position and is in many ways similar to the work of an office manager. It is required to prepare design solutions, edit documents, and compose texts for the boss’s speech at various events. Control over the work of other employees also lies with the assistant secretary. A profession can be obtained after studying at a specialized school, training center or after graduating from a secondary specialized educational institution.
Assistant Manager – occupying the position of assistant is considered honorable. The clerk must not only establish a trusting relationship with the manager, but also have stress resistance and self-confidence. A specialist of this level needs to solve organizational and administrative problems and organize the work of staff.

In addition to the main areas of the secretary’s work activity listed above, there are additional names of this profession that have some features.

So, technical secretary you need to be able to type 145 characters per minute without looking at the keyboard, using all ten fingers at once. Such a person must bring his work with office equipment and engage in telephone service to automation.
For secretary-translator In addition to basic functions, it is important to have a professional command of a foreign language in order to participate in negotiations with foreign business partners.
In charge clerk includes systematization of the institution’s documentation, as well as working with the archive, registering correspondence, and processing invoices.
Administrative and economic issues fall on the shoulders of office secretary. In addition to conducting business correspondence, it is necessary to book tickets and hotels, meet guests and partners, and carry out orders from the manager.
A position with slightly unusual specifics of work for this profession - court clerk. The place of work of such a specialist is the court. The employee checks the attendance of summoned people at the court hearing, keeps minutes of the court hearing, prints judicial acts, and carries out all the instructions of the judge.

History of the secretary profession

If we lift the curtain of history and go in search of an answer to the question: where did the profession of “secretary” come from, then, most likely, the path will lead us to clerks and chroniclers. These people were engaged in correspondence, kept a record of the king's orders and decrees, and recorded events in chronological order.

It was also difficult for statesmen and politicians to cope without an assistant . In Russia, the secretarial position was introduced by Peter I in 1720, placing high demands on the profession. The work of a secretary was entrusted to people with knowledge of the laws, education and mastery of all the intricacies of the profession.

Since 1840, the heads of many enterprises began to appoint a personal secretary as their assistant. However, people without special skills were not hired for this position. So, secretarial courses began to open. Interestingly, they first appeared in Kharkov, and in the USA only eleven years later.

Scientific and technological progress has developed rapidly: carbon copies and typewriters are a thing of the past, providing today's secretary's workplace with modern computers, faxes and other office equipment.

The professional holiday of the “secretary” is usually celebrated on the last Wednesday of the full week of April.

Advantages and disadvantages

The profession undoubtedly has an advantage in:

the possibility in some cases of combining study and work;
lack of physical activity;
comfortable working conditions in a warm room;
useful communication skills and acquisition of profitable connections;
You can always use a photocopier for personal purposes.

Flaws:
the need is constantly in sight of the boss;
you need to look impeccable every day, since the reputability of a company is often judged by the appearance of its employees;
uniformity and routine of work (in small institutions);
in some companies it is difficult to realize oneself;
irregular work schedule.

Requirements for the profession of secretary

A candidate for this profession must first of all:

have secondary or higher education;
own a personal computer and be able to work with the Microsoft Office software package;
know the basics of office work;
have basic knowledge in the field of activity of a secretary;
know standard office procedures;
if necessary, speak English.

Responsibilities of the secretary

Managers of small firms want a secretary:

reviewed correspondence;
sorted and recorded incoming and outgoing mail;
answered telephone calls;
ensured the functioning of the office (ordering water);
communicated with clients;
supervised the execution of various tasks.

In more reputable companies, the secretary's responsibilities may be much wider. The clerk is asked to:

organize a reception or meeting;
plan the manager’s working hours;
purchase stationery and other things;
book hotel or air tickets for your boss or employees;
keep minutes of the meeting;
prepare negotiations with business partners.

The secretary is required to do office work.

Responsibility of the Secretary

In some companies, the position of secretary does not have to be responsible for anything, in others he is burdened with material and disciplinary responsibility, in addition to the workload of his job responsibilities.

If the secretary loses any important documents, it will not be the specialist who will be held administratively liable, but a legal entity, i.e. company.

The secretary may be a financially responsible person and monitor the availability of basic material assets that are in the office under his control: furniture, office equipment and others.

Secretary's powers

The manager is obliged to provide all the necessary information so that the secretary can cope with the task. This also applies to confidential data.

The secretary can discuss with the manager questions about his vision, how he can improve his work and the work of the organization.

He has the right:
request from company employees the necessary documentation to comply with the points of their job description;
require the manager to take measures to ensure the safety of documentation and material assets;
resolve production issues within their competence.

Features of the profession

The position of secretary is a privilege for women. It is their leaders who want to see them as their assistants. This is explained by women’s ability to show flexibility, prevent the boss’s aggression, and grasp his mood and character traits. The fair half will be able to make a business office comfortable and impress partners.

However, a man can apply for the position of assistant manager by getting a job in a large company.

Professional skills and abilities of a secretary

To work as a secretary it is important:

be on first-name terms with a personal computer;
have a culture of communication;
be able to find an approach to visitors;
show accuracy and punctuality.

Some companies see a person with knowledge of foreign languages as a secretary.

Personal qualities of a secretary

If you ask the heads of various enterprises what character traits should be endowed with their personal secretary, then we can assume that their answer will be unequivocal:

communication skills and responsibility,
punctuality and organization,
tolerance and stress resistance.

In addition, they note presentable appearance, beautiful speech, and good memory.

After communicating with the company secretary, the visitor should feel confident that they will help him resolve his issue.

Career

The position of secretary is shrouded in myths about the difficulties associated with moving up the career ladder. In part, this is true. But this is only partly - it all depends on each person personally.

Some people show their best side after 1-2 years and confidently move forward towards numerous prospects, while for others the position of secretary turns out to be a lot.

Smart and proactive employees can find a more respectable position within the same company, becoming, for example, an assistant manager, and then a manager or even a director.

Where to work as a secretary

Secretaries needed:

various organizations and companies;
courts, lawyers and notaries.

A secretary is needed both in a large company and in a small business enterprise.

How much does a secretary earn?

It is impossible to name any fixed amount if we talk about the average monthly salary of people holding the position of secretary.

Government agencies do not indulge their clerks with high salaries and pay them approximately $300. But, if you go to work for a large foreign company, you can increase your income to $1,000.

Education

When applying for a vacancy as an assistant manager, people with a higher education or a certificate of completion from a specialized training center for secretaries are considered. Sometimes training can be completed at a company that agrees to hire you.

You can work as a secretary without a higher education, but reputable companies want to see in their team certified specialists with knowledge of office work, ethics of business communication, psychology, shorthand and speed reading, the ability to work in 1C and skillfully handle office equipment.

Alexander Yurievich

Director of a recruitment agency

The secretary is the face of the company. The manager receives many visitors, from company employees to business partners. And the first person they meet is the manager’s secretary. Therefore, knowledge and implementation of the rules of business etiquette is his fundamental responsibility.

Secretary and manager

The secretary must clearly know his duties and powers and have a high level of competence. This will help you solve many issues yourself in the absence of a manager.
It is required to carry out instructions clearly, on time and without errors.
A professional secretary who observes etiquette does not allow familiarity in communicating with the manager and addresses him strictly as “you”.
It is advisable to show tactful attention and unobtrusively take care of your manager, for example, serving your favorite coffee.
Plan the manager's working day. Be aware of your boss’s work habits and preferences: how early he comes in, what time and with whom he has lunch, how he likes to relax.
Monitor events in the boss’s personal life, for example: remind him of his relatives’ birthdays, anniversaries, and other significant dates.
It is unacceptable to criticize your boss in front of strangers and discuss his actions with colleagues.
Maintain confidentiality

Secretary at workplace

Greetings

Of course, any visitor to the reception area is greeted with a friendly smile. But there is an additional rule for the secretary - his boss or a higher-ranking manager, as well as guests of honor, must stand up from his desk. You should not offer your hand first for a handshake, but you must return the handshake firmly and confidently.

If the visitor comes for the first time and you don’t know him, politely ask him to introduce himself and find out what issue he is talking about.

According to etiquette, guests must be fully introduced to the manager with their first name, patronymic and a description of the business issue.
If the manager has instructed to treat visitors to tea or coffee, ask what they prefer.

Appearance according to etiquette

The secretary's appearance must strictly comply with business etiquette, this includes clothing, speech culture, and behavior.

Cloth

Many companies have their own. If it is not there, then you should choose a strict business style.

Suits, trousers or with a skirt, are preferred, but dresses are also acceptable - plain, strict style.
Provocative, tight-fitting, too short or tight clothing is not acceptable.
Of course, you shouldn’t come to work in jeans, sportswear, or homemade knitwear.
The color scheme of the suit should consist of no more than three colors of soft colors. Abstract or geometric designs are not recommended.
According to etiquette, a woman at work should wear tights or stockings.
Closed shoes, classic. No shiny, frilly decorations.

Remember that clothes should not only be beautiful and neat, but also comfortable, in which you will feel confident and comfortable.

Jewelry and accessories

Don't overdo it with decorations. Business etiquette allows no more than three pieces of jewelry together, such as earrings, a chain and a bracelet. Various hoops, bows, colored elastic bands and the like will be out of place.

Select accessories according to the suit:

elegant handbag,
strap narrow or medium width, natural leather color, black, beige. No ornaments or decorative buckles.
If you wear glasses, then choose classic frames.
non-electronic with leather strap,
telephone. The case is not brightly colored, pay special attention to the ringtone. Don't set a loud, vulgar call.
An organizer made of good leather in a corporate style with a company logo will show your respect for your company.

Hairstyle

In a business style, the hair should be tied up, the hairstyle should be strict but elegant. Untidyness, dirty, split ends, and undyed roots are unacceptable.

Makeup

Makeup is required, but discreet and natural.
Manicure. Nail length is medium. Varnish of calm tones.

Perfume

Select the scent of perfume or eau de toilette very carefully so that it does not irritate colleagues or visitors with its sharp, rich smell.

Be ready

Even if you have an excellent memory, it is still advisable to always have a good diary with you to record orders and instructions from your manager.
Always have a pen and pencil with you.

Telephone etiquette for a secretary

Basically, the secretary has to communicate with clients over the phone, which requires knowledge. We offer several important points and rules.

They call you:

Pick up the phone after the first or second ring.
Introduce yourself by saying your name and position.
Be sure to remember the name and patronymic of the caller (or write it down) and continue to address him that way.
Whatever the subject of the conversation, the tone should be friendly and the voice should show interest and attention.
If you need to interrupt the conversation for an important reason, ask for forgiveness and clarify when and where you can call back.
If you are asked a question to which you do not know the answer, then be honest about it. Promise to find out the necessary information and agree on the next conversation.
Do not be impatient or show a desire to end the conversation quickly.

You call:

Choose a time that is convenient for the person you are talking to.
Clearly state the purpose of the call.
Prepare the necessary materials, conversation plan and keywords in advance.
Avoid long monologues.
Keep a record of the main results of the conversation.
The result should be concrete agreements.

Organizing meetings according to business etiquette

When organizing, it is necessary to prepare the necessary documents, reproduce and distribute them to meeting participants. The need for booklets, schedules and other demonstration aids should be determined in advance and taken care of.
The secretary meets the participants at the entrance and gives them the necessary documents and stationery, and invites them to go to the right place. It is also the responsibility of the secretary to organize drinks and/or snacks.

Reception of visitors by the etiquette secretary

The reception time must be agreed upon in advance so that it is convenient for both the visitor and the manager.
The manager must be informed in advance about the topic of the issue that will be discussed during the reception of the visitor.
When a visitor arrives without prior appointment, the secretary decides whether to refer him to the manager or make an appointment for another time.
A good secretary clearly knows the structure of his enterprise, the distribution of responsibilities and issues between management employees. And if a visitor comes to see the manager with a question that is within the competence of another employee, then according to etiquette, the secretary should refer the visitor to the person most competent in resolving this issue.
At the end of the conversation, the secretary records the results of the conversation and receives instructions and orders from the manager.
The manager may not be at the workplace at the time appointed by the visitor, and then, according to the rules of etiquette, it is necessary to apologize for the absence of the manager and explain the reason. Next, schedule another time, or refer to another competent employee.
When a foreign delegation is expected to arrive, it is necessary to ensure the presence of an interpreter.

Business communication between the secretary and company employees

Respect for senior colleagues
Maintain smooth, business-only relationships
Eliminate familiarity and familiarity
Be considerate and discreet
Weigh your statements, clearly understand the range of topics and issues acceptable for discussion

Conclusion

A secretary is a highly organized professional, the closest assistant to the manager, capable of making independent decisions, from whom politeness, loyalty, initiative and common sense are expected.

The secretary position is one of the most in demand today. The competition for it can reach 20 people per place! True, this profession is considered as temporary employment. And the quality of candidates leaves much to be desired: often their skills are limited to poor computer knowledge and the ability to make coffee. While in the West, a secretary is a prestigious and well-paid profession. How to become an ideal secretary?

It is curious that the word secretary is derived from the expression “keeper of secrets.” This term was officially established under Peter I in 1720. In those days, the status of secretaries was very high. About 10 years ago, secretaries began to be called “office managers.” However, these concepts cannot be mixed.

What kind of bird is the secretary?

The secretary is a technical executive. The scope of his responsibilities depends on the scope of the company and its size. As a rule, it is very broad: office work, personnel records management, archiving. The main responsibilities of the secretary include:

documenting the activities of the management staff

registration, control and systematization of documents

preparation of documents for transfer to archival storage

photocopying materials and documents, sending and receiving faxes, typing documents on a computer

organization of reception of visitors

preparation of negotiations and meetings

preparation of business trips for the manager and planning of the working day

Employers would like to see executive, neat, punctual, attentive, responsible people with high typing speed, organizational skills, and ability to work with office equipment and a computer in this position. Since the secretary is the face of the company, he must have a presentable appearance and competent speech.

Office Custodian

An office manager is an organizer. He coordinates and controls issues of the internal environment of the organization. His responsibilities are broader than those of a secretary:

supervising the work of the entire office

coordination of the work of all office services (secretaries, couriers, administrators, drivers, technical workers, etc.)

conducting business correspondence

call distribution

meeting of visitors

administrative and economic support for all office employees

working with primary accounting documentation in the 1C program

write-off of materials

record keeping, preparation of various reports

management of office expenses, document flow of payments

organization of holidays and other corporate events

ensuring cleanliness and order in the office

Sometimes the office manager is involved in hiring staff and performing representative functions. Depending on the assigned responsibilities, the requirements for these specialists vary. For example, in addition to knowledge of the basics of office work, special education may be required, for example, legal or medical, depending on the company’s field of activity.

The qualities required for a secretary are politeness, correctness, and goodwill. He must be delicate and attentive with visitors and employees - all this is the key to successful work as a secretary.

Knowledge of business etiquette is equally important. The secretary must follow dozens of rules regarding meeting clients, conducting telephone conversations, accompanying the manager, and attending negotiations. A good secretary should be able to do makeup appropriate to the situation, as well as dress and carry things. A major part of a secretary's job involves communication, so it is absolutely necessary for him to develop communication skills.

Interview with a business coach Anna Nikolaeva on the radio station “Moscow Speaks” 62.0 FM. Visiting the column's presenter Igor Igorev.

I.I.– Being a good secretary is not easy. Firstly, the secretary is the face of the company; he has a lot of real responsibility. Secondly, it is not for nothing that this profession is considered one of the most stressful: there is a lot to do, a lot of problems, you have to do everything and at the same time do everything perfectly and not get confused. How can I do all this? How can you resist stress and become a successful and worthy representative of your company? What kind of bird is this secretary? When it comes to a secretary, most employers have a question about what kind of secretary they need. Most likely, most will answer that they value their legs rather than their heads because they want presentable people. And somehow the head will come. Who is the secretary today?

A.N.– The word “secretary” appeared in the Middle Ages. Translated from Latin, this means “trusted person.” The person holding this position must be well educated, know his business, and sociable, because the task of the secretary is to easily find contact with people. Of course, you shouldn’t choose between your head and your feet, because the secretary is the company’s showcase. Based on his work, the client draws tentative conclusions about the work of the company and how they will work with him in the future.

I.I.– What is the most difficult thing for a secretary to withstand stress, to know document flow, to carry out orders from the boss? It is no secret that many secretaries perform functions that are unusual for their profession. They work as personnel officers, sometimes do accounting work, deliver coffee, and clean the office.

A.N.- Of course, this happens. The main responsibilities of a secretary are document management. This includes processing incoming and outgoing documents, preparing letters, faxes, and certificates. In addition, the secretary needs to manage the protocol of visitors and coordinate with the manager the priority of the schedule for receiving visitors. His responsibilities include organizing meetings, meetings, conferences, and telephone conversations. In any case, the secretary must familiarize himself with his job responsibilities and rely on them in the process of work.

I.I.-What are these responsibilities? Do they need to be registered?

A.N.- Certainly. If the duties are not specified, the secretary himself is recommended to write them down and rely on this list in the process of his work.

I.I.– Fulfill the wishes of the leader - that’s all the responsibilities.

A.N.- Absolutely right. The manager for the secretary is the main client. He needs to be helped, relieved of his workload, and unobtrusively take care of the leader.

I.I.– What about the other employees who contact the secretary? The secretary communicates not only with the manager. Clients and visitors come to the secretary. You must be fluent in foreign languages. Even if the secretary is legs, then the legs must have five tongues.

A.N.– Indeed, knowledge of foreign languages is an advantage for a secretary. Clients and visitors must be received correctly, smile at them, offer them a seat, serve coffee and tea. These are banal things, but, unfortunately, not all companies use this knowledge. Sometimes in a company you get the impression that you have distracted the secretary from important work, from reading a magazine.

I.I.– Sometimes the secretary taps something on the computer. There is an image of a secretary typing something on a typewriter and answering endless phone calls. Every now and then she goes into the manager’s office. Everyone remembers this very well, and those who don’t remember can look at it in Soviet films. But now the secretaries are different.

A.N.- Absolutely right. Nowadays, many managers train secretaries in telephone etiquette. The secretary needs to know the rules for receiving an incoming call, switching to an employee or the head of the company. In addition, there are rules for holding the buzzer and saying goodbye.

I.I.– Holding a dial tone is a process where the phone plays music and the voice on the phone says that this call is very important for the company? At this time, music plays, for example, Beethoven.

I.I.- How should I ask? Maybe you should say: “Please introduce yourself”?

A.N.- Yes, you can do it that way. You must ask to stay on the line, and not wait or hang on until the person is connected to the subscriber he needs. For each action there is an operating algorithm that must be followed. In addition, there is a telephone taboo. These are the words hello, I’m listening to you, just a minute, a second, fax, telephone. These words should not be used.

I.I.– Of course, it’s better to leave the diminutive forms. But this does not apply to the work of a secretary, but to the work of a girl on the phone. Now the range of professions is quite wide.

A.N.- Absolutely right.

I.I.– This can be done by a girl working in a call center or small employees. The secretary himself is a fairly significant person in his company.

A.N.– There are the main responsibilities of a secretary. This includes receiving phone calls, visitors, assisting the manager in planning the work day, organizing meetings and conferences. In addition, the secretary needs to skillfully resolve conflict situations that arise with clients, help the manager, and be his wall and protector.

I.I.– Is the secretary a sister-hostess?

A.N.- Yes.

I.I.– But such girls are called differently. These could be office managers, call center employees, assistant secretaries, and so on. Are they listed in the register of professions?

A.N.- I think they are registered.

I.I.– The secretary is the face of the company. The company must spell out the entire procedure for how a person should behave. First of all, does it depend on the corporate culture of the company?

A.N.- Certainly. The secretary is the visual showcase of the company. You must be able to greet correctly, invite the client to the manager, and find out what time the meeting is scheduled for. All regulations must be written down by the secretary.

I.I.– The secretary must not only write all this down, but also work with documents and organize the work. He is the organizer and inspirer of all our victories.

A.N.- Yes.

I.I.– Do young girls who are showcases always understand what they are doing? In my opinion, a secretary is a middle-aged woman with experience and education. She can carry out tasks, resolve conflicts, handle paperwork, receive clients and guests, and negotiate if necessary.

A.N.– This can also be done by a graduate of an institute or college, if before that she undergoes appropriate training at school or secretarial courses. This can be trained, just like working with conflict clients. You can learn time management and telephone etiquette.

I.I.– Isn’t that what they teach in higher educational institutions? In my opinion, they should not have problems with documents, because universities had the appropriate specialties, they teach people this.

A.N.– As far as I know, in higher educational institutions there is no department where secretaries are trained.

I.I.- It was called office work.

A.N.– Office management is studied during secondary specialized education. There are secretarial training schools, as well as trainings and seminars.

I.I.– Is this what life looks like now?