By: Sharmin Yameen

February 7, 2009
Why Are You Needed?
As an administrative assistant, you are hired
to relieve your busy employer of a great deal
of work, especially the details of office
procedure and other matters that do not
require your employer’s personal
involvement.

You’ll act as a liaison between your boss and

the rest of the company.
Qualities

The qualities of secretary can be divided into

two
categories such as:

a) Business attributes

b) Personal attributes

SKILLS

The skills required to accomplish the duties of an

office manager can be grouped into three
categories:

Conceptual Skills

Interpersonal skills

Technical Skills
Conceptual Skills
Conceptual skills include the ability to analyze
problems and come up with solutions and to
identify potential problems and prevent them. 

Identifying and correcting inefficient processes is

an example of a conceptual skill. 

This category also includes the ability to work

without close supervision, be detail oriented,
demonstrate sound reasoning and judgment, and
have the ability to make decisions. 
INTERPERSONAL
SKILLS
Establishing and maintaining effective working
relationships.

Supervising and supporting junior staff

Identifying and solving problems using judgment

and initiative

Influencing others and negotiating successfully with

them

Communicating effectively with others to co-

ordinate administrative procedures
Technical Skills
Technical skills include the ability to use computer
technology. 

 They also include specialized knowledge and

abilities in numerous areas such as
communication systems, records management,
finance, human resources, facilities, commercial
printing, mail processing, to name a few.

The ability to coordinate several activities at once,

set priorities, and establish and meet deadlines
are other examples of technical skills.
Relationship with the
Boss
What is Communication?
The transferring and understanding of
meaning.
Telephone Etiquette
Tips
When you take a call, turn away from your computer,
desk, and other work. Don’t allow distractions to take your
attention away from the caller.

Always have something available to write with.

Answer calls by the second or third ring.

Smile when you answer your calls. Even though the

caller can’t see it, they’ll hear the smile in your voice.
Use a “telephone voice” in which you control
your volume and speed.

Speak clearly.

Be enthusiastic and respectful.

Greet the caller, and identify yourself,

your business, and your department.
Ask the caller, “To whom am I speaking?”

Ask your caller, “How may I help you?”

Avoid unnecessary jargon and acronyms

in your conversations.

Use the caller’s name in your

conversation.

Practice good listening skills.

If there is a problem, be concerned,

empathetic, and apologetic.
Thank your caller for calling. Ask them to
call again.

Never eat, drink, or chew gum while you

are on a call.
A few observations
Data errors

Misuse of stationary specially envelopes ,

papers etc.

Meeting deadlines are impossible in terms of

indicators, reports, goals etc.