Secretarial Skills for Secretaries Working in the English-Speaking Environment

I Essential Managerial Skills for Secretaries

• How to set objectives
• How to plan time effectively
  • Time Matrix
  • Prioritizing tasks
  • Prioritizing new work with existing work
  • Setting realistic deadlines
• Managing administration pool effectively
  • Delegating tasks effectively
  • Follow-up techniques

II Essential Communication Skills

• Telephoning skills
  • Taking and leaving messages
  • Listening on the telephone
  • Asking the right questions
  • Planning outgoing telephone calls
  • Dealing with “difficult” customers
• Written Communication
  • How to plan your message
  • Getting the reader on your side
  • Using appropriate language and style
  • Avoiding offense
• Communicating with “difficult” customers

 III Business Etiquette

• How the Company’s image depends on the image of the Secretary
• Dress Code
• How to make a favorable impression
• How to treat customers professionally