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■What manners are required of secretaries?
In the work of a secretary, there are opportunities to perform various tasks on behalf of the boss, and external relationships also arise. Secretaries are, so to speak, the face of the company. In order to behave in a manner that is not embarrassing as a person who carries the image of the company, they must have appropriate business manners. This time, we will explain the business manners required of secretaries by situation.
1. Necessary business manners
In the job of a secretary, there are many situations in which they perform various tasks on behalf of their superiors. In other words, they are in a position of heavy responsibility, and appropriate business manners are required. From here, we will explain the business manners required of secretaries by common situation.
1-1. Answering the phone
Telephone calls are directly related to the company's image, so they are required to respond in a manner that is not rude to the other party. First of all, when answering a phone call, it is basic to answer within three rings. After the greeting, state the name of the company and the name of the department you belong to, and confirm the name and company of the other party. The best time to switch from "Good morning" to "Thank you for calling" is around 11:00 a.m. If you have difficulty hearing the other person's voice, try to avoid direct expressions by saying something like "It seems like the phone is a little far away."
As a secretary, you also need to be careful not to use incorrect language. It is also important not to give away your boss's schedule or personal information without your boss's permission. If your boss is not available, answer "I have a visitor or am on a business trip" and check whether they will call you back.
1-2. Hospitality
Hospitality is used to mean adding special hospitality to general customer service, and secretaries will be required to do this in many situations. Hospitality is something that affects the impression you make on others. It is important to be able to use hospitality terms flexibly depending on the person you are dealing with, and it takes a certain amount of experience to become natural with it. It is also important to avoid direct expressions when asking for something and to add cushion words such as "I'm sorry to bother you" so as not to make the other person feel uncomfortable.
There are also some rules for how to address company names and job titles. Do not confuse "our company" when referring to your own company with "your company" when referring to the other company. When introducing someone from your company to an outsider, it is correct to address them by their surname, even if they are your boss. Also, even if the person is from another company, calling them "department head" is double honorific, since the job title itself is originally a title of honor. In addition, when knocking on the door, try to knock three times slowly, and approach all interactions with a spirit of thoroughness.
1-3. Cancellation
When dealing with people every day, there are times when you cannot meet the other party's wishes, but the way you turn them down also tests the qualities of a secretary. The most annoying thing for the other party is to delay your response and then turn them down, so it is important to quickly forecast the schedule and turn them down if you determine that adjustments are difficult. Also, it is good manners to call the person to turn them down in person. Emails are one-sided and may come across as cold. Make two-way communication over the phone the basis, and be sincere by clearly conveying the reason and your feelings of apology.
1-4. Small talk
Secretaries have the opportunity to chat with the other party during travel time, but there are manners there as well. It is also important to be considerate and sometimes include private topics to create a relaxing atmosphere. In addition, the basic attitude of a secretary is to speak frankly to anyone. Answer any questions honestly, provided that confidential information is not touched upon. When accompanying your boss, you also need the sense to determine your boss's mood and state and choose appropriate topics. If you have the opportunity to interact with a large number of people at a business party, etc., the secretary should also take the initiative to bring up topics that will lead to the company's PR, as they are in a position to carry the company.
Use manners flexibly
Learning business etiquette is the minimum requirement that a secretary must meet. Furthermore, since it is a job that involves interacting with people in various positions both inside and outside the company, you are also required to have the ability to apply manners flexibly depending on the person. However, it is assumed that you will treat everyone fairly. As a secretary, it is important to maintain a humble attitude and be flexible in your etiquette when dealing with others.
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