Secretary - Manual.doc

8/10/2019 Secretary - Manual.doc

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HOW TO BECOME A WORLD CLASSSECRETARY AND ADMINISTRATIVE

ASSISTANT

Facilitated by:

MARIAN CATO-PAREDES

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By providing qu!i"y #$rvi%$ &or our

INTERNAL C'STOMERS(

)$ in%r$#$ "*$ pro++i!i"y "*"

qu!i"y #$rvi%$ )i!! !#o +$ provid$d &or

E,TERNAL C'STOMERS

W$ !#o in%r$#$ "*$ $%i$n%y o& "*$ +u#in$##(

r$du%$ &ri%"ion +$")$$n %o!!$gu$#(

And !ign o+.$%"iv$# "*roug* "*$ +u#in$##/

Your INTERNAL C'STOMER i# ALWAYS RI0HT/

Your INTERNAL C'STOMER i# 1IN0/

DO NOT AR0'E )i"* your INTERNAL C'STOMER/

SATIS2Y( DELI0HT 3 S'RPRISE

Your INTERNAL C'STOMER///

BASIC 4OB DESCRIPTION O2 A SECRETARY

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Meets people who come to the ofce

Reads, sorts and organizes incoming mail

Takes dictation and transcribes notes on the typewriter

omposes letters and assists in preparing reports

!nswers the telephone and places o"tgoing calls

Makes appointments #or the employer and keeps track o# them

!rranges materials needed d"ring con#erences

Files papers o# many types so that they can be #o"nd promptly

Types materials #rom the employer$s long hand, or #rom ro"ghly types notes

Types materials to be printed

Takes and types min"tes o# the meetings

Types speeches the employer will deli%er

Records speeches

&rders s"pplies and e'"ipment #or the ofce

(ses adding, calc"lating and d"plicating machines

)repares b"dgets and payrolls

*eeps +nancial records and epense acco"nts

*eeps personal records #or the employer and does personal banking

Makes hotel reser%ations and tra%el arrangements

Maintains a clipping +le on the employer$s interests and concerns

-er%es as a .b"/er0 or gobetween #or the employer

-"per%ises other employees or ser%es as ofce manager

CONTIN'ALLY ASSESS YO'R 5'ALI2ICATIONS


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L$rn Sp$%i!i6$d S7i!!#

o" may need to be pro+cient in science, mathematics, comm"nication skills orp"blic relations4 !d"lt ed"cation pro%ed long time ago that it is possible to teach anold dog new tricks, so it will ne%er be too late #or yo" to go back to school in somecapacity and etend yo"r knowledge, skills and interests4

!ny eec"ti%e with whom yo" might talk can gi%e yo" a word pict"re o# thecompetent and s"ccess#"l secretary4 )ersonnel directors and placement ofcers inschools and employment agencies can also en"merate '"alities and skillsconsidered essential4 ! composite o# these opinions indicates areas which willin5"ence yo"r s"ccess on yo"r secretarial 6obs4

S$$ your#$!& # o"*$r# *op$ "o #$$ you

7ncl"ded in all the hoped#or abilities and '"alities o# the s"ccess#"l secretary is

$8%$!!$n%$ in "*$ 9$%*ni%! #7i!!#: !s one s"per%isor phrases it, She turnsout letter-perfect work. This means that yo"r shorthand and typing are acc"rateand speedy, the #ormat o# yo"r letters is attracti%e and yo"r typing is sharp4

losely related to the mechanical skills is the epressed hope that the secretary will

also be good at detail4 This calls #or standardising yo"r ro"tine 6obs so that errors

can be a%oided, and working o"t systems #or #ollow"p4 o" will also need to learn

to organize yo"r sched"le to do the r"sh and important 6obs +rst4

7n the past, m"ch has been said abo"t the clothing and personal appearance o#

secretaries4 &ne eec"ti%e said, .7 want my secretary to be attracti%e to look at40

This is not m"ch help, #or what is attracti%e to one person may be rep"lsi%e to

another4 The area o# dress sho"ld be yo"r personal decision hope#"lly based on

what is sometimes called common sense4 o"r company may ha%e %ery speci+c

r"les, in which yo" #ollow them4 7n any e%ent, clothing sho"ld be personally

becoming and somewhat simple4 o" wo"ld, o# co"rse, be s"re that it is clean,

#reshly pressed and smart4 8airstyles sho"ld be neat and manageable4

The '"estion o# make"p is e'"ally contro%ersial4 8ope#"lly, yo" will not "seecessi%e amo"nts4 ! n"mber o# years ago, a #amo"s m"sic critic said, .7 like mysecretary to "se make"p, b"t not too m"ch that 7 #eel 7 m"st b"y a ticket to seeher40

B$ good "$9 9$9+$r

o"r direct s"per%isor is the one with whom yo" work most closely b"t both o# yo"rwork most closely b"t both o# yo"r work with other persons in the organization4First, howe%er yo" sho"ld learn yo"r immediate s"per%isor$s pre#erences on workro"tines4 !s yo" start work, yo" sho"ld ask what the pre#erred times #or doingcertain tasks might be, s"ch as the time #or dictation and the ro"tine #or readingand signing mail4

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o" will also need to learn yo"r employer$s andor the company$s policies abo"thelping other secretaries when a hea%y work load de%elops in other departments,whether yo" may ask others to help yo" when the load is hea%y in yo"r ofce, andwhether there are other eec"ti%es who may ask yo" to do work #or them4

;eing a good team member also means that yo" are a responsible person4 o"

realize the %al"e o# time and yo" do not gossip, in or o"t o# the ofce, abo"tcompany b"siness or secrets4 o" learn where to get in#ormation and ass"me asm"ch responsibility as yo"r eec"ti%e is willing to delegate4

!s a responsible team member yo" m"st ha%e the capacity to take an enth"siasticinterest in the ideas and plans o# yo"r employer4 7# yo" are impatient on the 6obbeca"se o# the importance o# yo"r personal plans and li#e, then yo" will not be agood team member4


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R$9in %!9 nd %on"ro!!$d

The persons with personalities yo" most admire are those who "nderstand yo", whoehibit patience "nder trying circ"mstances, and who remain at all times calm andsel#controlled4 To become that kind o# person yo"rsel#, yo" might practice theseprecepts:

14 ooperate with yo"r #ellow workers in all areas possible24 Try to learn the backgro"nd o# persons whose actions yo" cannot

"nderstand34 ?o not 6"dge persons too hastily4 Think be#ore yo" act94 ?o not ha%e .temper tantr"ms0 in the ofce>4 @ook #or good points in others that might balance their weak points

Poi#$

)oise is a '"ality that has been described as the ability to raise ones eyebrowinstead of the roof. Respect #or others, work eperience, and the acceptance o#the #act that e%ery department in a company m"st ha%e a head person who isresponsible, will help yo" de%elop poise4

! poised secretary is one who #eels s"re o# hersel#, her abilities and her knowledgeso that she can cope gracio"sly with sit"ations as they arise4

Adp"+i!i"y nd r$#our%$&u!n$##

! worldclass secretary can adapt in a sit"ation, doing 6obs "nder less than idealcirc"mstances or with inade'"ate materials4 -he is also reso"rce#"l in that she can+nd or locate in#ormation and tools with which to do a 6ob4

M$9ory

A%ery a"thority in the +eld o# secretarial science stresses the importance o# a goodmemory = for details, names, faces, facts and policies. -ince all secretaries ser%etheir eec"ti%es in a receptionist capacity, remembering names and #aces is

important beca"se it 5atters the callers to be remembered4

7# yo" are not one o# those persons especially gi#ted with "n"s"al powers o#memory, yo" m"st work to de%elop that skill4 First, o# co"rse, yo" m"st really wantto de%elop the ability to remember4 Then, as yo" do yo"r work each day, try theseproced"res:

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14 onnect each person with a special #act abo"t him = s"ch as a hobby orpro#ession

24 )ick o"t a key word #rom yo"r con%ersation with a person and repeat itse%eral times to .tie it0 in yo"r memory

34 Cot a note to yo"rsel# on anything that will need to be recalledimmediately a#ter a completing a con%ersation or transaction Dreading the

note later will bring it all back to yo"E4

7# yo" really )n" to remember, yo" m"st act"ally "nderstand whate%er it is tryingto remember4 7t is essential that yo" gi%e it yo"r "ndi%ided attention at the momentyo" are trying to learn it4 ?on$t worry to remember e%erything abo"t a sit"ation,b"t pick o"t the most important items and concentrate on them4

D$v$!oping r$ding #7i!!#

losely related to remembering and "nderstanding sit"ations and in#ormation is theability to read4 7t is generally accepted in modern li#e that all o# "s co"ld pro+t #rombeing able to read more rapidly and with more "nderstanding or comprehension4

7# yo" decide to make reading a sel#impro%ement pro6ect, here are somes"ggestions:

14 Read by phrases. ?e%elop a wide eye span4 The #ewer times yo"r eyesstop in reading a page, the #aster yo" will read4

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r$#p$%" "*$ %*nn$!# o& %o99uni%"ion and not go o%er the immediates"per%isor$s head4

Hoing thro"gh the proper channels is as important i# yo" need to go .down theladder0 as it is in going "p4 o" may ha%e an assignment to hand o%er the typingpool4 Hi%e it to the s"per%isor, not directly to the typist yo" know will the best 6ob4

o" don$t need M!IIAR- i# yo" are444

! b"m444

! hermit444

-hipwrecked and all alone on an island444

! con%ict on death row444

!n inmate in a mental instit"tion444

@i%ing alone and ne%er coming o"t o# yo"r ho"se444

;eing consistent with yo"r li#etime habits o# not e%er br"shingyo"r teeth,

taking a bath, and changing clothes444

! beggar444

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-till in yo"r mother$s womb4

B$ und$r#"nding

Do learn to recognize and appreciate the emotional stresses and strains on youremployer. The more responsible position he has, the more important decisions he isresponsible #or, and the more people he m"st direct in their work4

Remember that age and gender ha%e %ery little Di# anythingE to do with a person$ss"per%isory skills4 o" may, at some time, ha%e an employer who is yo"nger thanyo" are or a woman #or a s"per%isor4 ;oth sit"ations may well be among the mostconstr"cti%e yo" will eperience4

A%%$p" Di@$r$n%$#

@earn to accept the di/erent personality traits o# yo"r coworkers = all o# whom willbe indi%id"ally di/erent 6"st as yo" ha%e yo"r "ni'"e characteristics4

!sk yo"r s"per%isor to gi%e yo" constr"cti%e criticisms o# yo"r secretarialper#ormance so that yo" may impro%e in wisdom and stat"re4 7# yo" are made"nhappy when someone makes a s"ggestion abo"t yo"r work, it will be difc"lt #oryo" to grow on the 6ob4

In"rodu%ing P$op!$

*nowing how to make introd"ctions correctly is one way to be a gracio"s person48ere are the basic s"ggestions on which most a"thorities agree:

14 7ntrod"ce a man to a woman424 7ntrod"ce a yo"nger person to an older person Da man is "s"ally presented

or introd"ced to woman e%en tho"gh he may be the olderE434 7ntrod"ce a person o# lower rank in a company to one who is his s"perior4

T8A -7M)@A-T R(@A 7-:T*$ )o9n# n9$ i# 9$n"ion$d r#"

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The less #ormal way to introd"ce one person to another is to say: .Mrs4 ;rown, thisis Mr4 Cones40 7# yo" wish to introd"ce two people witho"t emphasizing anydistinction between them, simply repeat the names: .Mrs4 ;rown, Mr4 Cones40 L"iteo#ten yo" may be in a position to introd"ce two men within yo"r company, or a%isitor to the ofce4 7n doing this, it is #re'"ently more important to gi%e an

.identity0 to the two rather than be concerned with which one is presented to theother4 For eample: yo" might say: .Mr4 -mith, this is Mr4 !nderson, who hasrecently become a member o# o"r sales Hro"p4 Mr4 -mith is in o"r Tr"st?epartment, Mr4 !nderson40

M7ing 0roup In"rodu%"ion#

7# yo" are introd"cing a man to se%eral persons in a room, pr$#$n" *i9 "o "*$)o9$n r#" nd "*$n "o "*$ 9$n: There will probably be a b"ss o# con%ersationgoing on, so yo" sho"ld be s"re to raise yo"r %oice to a %ol"me le%el Dnot a highpitchE to grain the attention o# persons to whom yo" are introd"cing the latest

arri%al4

7# it is a large gro"p, yo" might in"rodu%$ "*$ !"$#" p$r#on "o &$) p$r#on## you %o9$ in"o "*$ roo9 and let the person introd"ce himsel# #rom that pointon4

In"rodu%ing your#$!&

o" will also +nd yo"rsel# in the sit"ation #rom time to tome o# ha%ing to introd"ceyo"rsel#4 !s a receptionist #or yo"r eec"ti%e, yo" will be greeting callers with orwitho"t appointments4


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!n honest interest in what others are saying and the ability to epress yo"rsel# in aninteresting manner is probably the basis #or becoming a good conser%ationist4 o"m"st talk with a person, not up to him, down to him, or at him4

E8"$nd rng$ o& 7no)!$dg$nterestis the key word in that yo" m"st know interesting things to disc"ss as wellas an interesting proced"re #or disc"ssion4 *now what is going on in the world nowand something o# what has happened in the past4

B$ %oop$r"iv$

(nless yo" can work harmonio"sly with the other persons within thecompany, yo" will ha%e difc"lty in working e/ecti%ely with the c"stomers o#

o"r b"siness or organization4 7t has been said that .p"blic relations, likecharity, begins at home40 A%ery ofce has its problems beca"se workers areh"man beings, or more acc"rately = h"man .becomings40 Io one is eactlythe same persons tomorrow that he is today4

DISCOVERIN0 ONES ENER0Y LEA1S


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INDISPENSABLE VAL'ES O2 A WORLD CLASS SECRETARY

WHAT IS SEL2 ESTEEM

-el#esteem is the +rst key to +nding happiness on the 6ob: 7t is that deepdown #eeling in yo"r so"l o# yo"r own sel#worth4

7ndi%id"als who en6oy their work de%elop strong belie#s o# sel#worth and sel#con+dence4 They weren$t necessarily born with these good #eelings4 Theymight ha%e e%en been made to #eel cl"msy and st"pid in their yo"th4 ;"t as

working ad"lts, they learnedto like themsel%es thro"gh practice4

8ealthy sel#esteem is not narcissistic, sel#ind"lgent or arrogant4 8ealthysel#esteem means to appreciate the %al"e o# yo" as a "ni'"e h"man beingwith yo"r own special talents and abilities4 7ndeed, the word .esteem0 is#o"nded in @atin, meaning .to %al"e highly40

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7t wo"ld be impossible to %al"e another person witho"t +rst #eeling %al"e #oryo"rsel#4


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Pro%"iv$ p$op!$ #oc"s their e/orts in the ircle o# 7n5"ence4 They work on things

they can do something abo"t4 The nat"re o# their energy is positi%e, enlarging and

magni#ying, ca"sing their ircle o# 7n5"ence to increase4

R$%"iv$ p$op!$#oc"s their e/orts in the ircle o# concern4 They #oc"s on the

weakness o# other people, the problems in the en%ironment and %ir%u9#"n%$#

ov$r )*i%* "*$y *v$ no %on"ro!: Their #oc"s res"lts in blaming and acc"sing

attit"des, reacti%e lang"age and increased #eelings o# %ictimization4

The negati%e energy generated by that #oc"s combined with neglect in areas theyco"ld do something abo"t, ca"ses their ircle o# 7n5"ence to shrink4

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SEL2-DISCIPLINE

SEL2-DISCIPLINE # HABIT

FHABIT IS LI1E A CABLEGWE WEAVE A THREAD O2 IT EVERYDAY'NTIL WE

CAN NO LON0ERBREA1 IT:

Co99i" "o qu!i"y n $8%$!!$n%$ in #9!! nd BI0 "*ing#:

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MA1IN0 AND 1EEPIN0 COMMITMENTS

The commitments we make to o"rsel%es and to others, and o"r integrity to those

commitments is the essence and clearest mani#estation o# o"r being proacti%e4

7t is also the essence o# o"r growth4 Thro"gh o"r h"man endowments o# self-awareness and conscience, we become conscio"s o# areas o# weakness, areas #or

impro%ement, areas o# talent that co"ld be de%eloped, areas that need to be

changed or eliminated #rom o"r li%es4 Then, as we recognize and "se o"r

imagination and independent will to act on that awareness = making promises,

setting goals, and being tr"e to them = we b"ild the strength o# character, the being

that makes possible e%ery other positi%e thin in o"r li%es4

7t is here that we +nd two ways to p"t o"rsel%es in control o# o"r li%es immediately4


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ADAPTABILITY

There is one #acet o# working Dand li%ingE that yo" can co"nt onO change is constant4

A%ery single day there is a shi#t in the economy = in cons"mer demand and in the

ability to s"pply that demand4 Iew prod"cts and ser%ices are being created and

others are losing their competiti%e edge4 )ower str"ct"res shi#t in ofces and

man"#act"ring plants, and technology o"tpaces deli%ery capabilities4 There is an

"n'"enchable h"man thirst #or something new, something di/erent4

&n a smaller scale, change is also constant at the workplace4 Iew tasks m"st be

carried o"t, di/erent acco"nts are assigned, the boss makes new demands as he or

she responds to the market, an old prod"ct line is scrapped, a new one introd"ced,

personnel lea%e #or better positions, new people are hired4

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H'MAN RELATIONS AT WOR1

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CHARACTER v$r#u# REP'TATION

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Rep"tation is not character4

haracter is what a man isO rep"tation is what he is tho"ght to be4

haracter is withinO rep"tation is witho"t4

haracter is always realO rep"tation may be #alse4

haracter is s"bstantial and end"ringO rep"tation may be %apory and 5eeting4

haracter is at home, rep"tation is abroad4

haracter is in a man$s own so"lO rep"tation is in the mind o# others4

haracter is the solid #ood o# li#e, rep"tation is the dessert4

haracter is what gi%es a man %al"e in his own eyesO rep"tation is what he is %al"ed

at in the eyes o# others4

haracter is his real worthO rep"tation is his market price4

! man may ha%e a good character and a bad rep"tationO a man may ha%e a good

rep"tation and a bad character4 !s we #orm opinion o# men #rom what they appear

to be, and not #rom what they really are4

Mo#" 9$n r$ 9or$ n8iou# +ou" "*$ir r$pu""ion "*"

"*$y r$ +ou" "*$ir %*r%"$r: T*i# i# no" rig*":W*i!$ $v$ry 9n #*ou!d $nd$vour "o 9in"in good

r$pu""ion(*$ #*ou!d $#p$%i!!y !+or "o po##$## good %*r%"$r:

Hnd!ing S"r$##( Ang$r nd Cu#"o9$r Co9p!in"#

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Ampathize and show that yo" want not help, not con#ront4 ?emonstrate interest4 *eep yo"r own emotions in check4 )robe tact#"lly #or details4

oncentrate on the problem, not the person

(se the words that prod"ce cooperation, not con#rontation4 ?ecide who sho"ld handle the problem !ct promptly and decisi%ely4 Make the c"stomer yo"r partner in the decision4 Amphasize the bene+ts o# the sol"tion4 ?e%elop standard operating proced"res #or handling complaints or

s"ggestions4 @et management know abo"t complaints and sol"tionse/orts made4 Anco"rage c"stomers and clients to make s"ggestions related to

ser%ices, needs, prod"cts and approaches4

2O'RTEEN STEPS TO 1EEP ANY BOSS HAPPY

Be very good at what you do.

Be a successful leader.

Save your organization money.

Make money for your organization.

Learn whats really important to your boss.

Learn your bosss expectations of you.

Get feedback on your performance.

See that most problems are solved before they come to the bosss attention.

See that both bad news and good news come from you.

Volunteer for difficult and unwanted assignments.

Sell only worthwhile ideas.

Dont ask for unnecessary guidance.

Dont complain about other people.

Be a tough self-critic.

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Wy# To L$rn Mor$ A+ou" Your#$!& A# A Co99uni%"or

!sk #or Feedback

@ook #or Feedback

Tape Record o"r oice

Record o"rsel# on ideo Tape

@ook in a Mirror @isten to o"rsel#

T$%*niqu$# "o I9prov$ Your Li#"$ning

-h"t "p4

Recognize that listening is something yo" do #or person s"ccess4


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osmetics

!ccessories

oice

To"ch

;eha%ior

-"rro"ndings

)ersonal -pace

)lace

Time

Tip# in "*$ E@$%"iv$ '#$ o& "*$ T$!$p*on$

Make appointments #or the date and time o# yo"r call4;e#ore calling, o"tline the topics to disc"ss and the speci+c o"tcomes yo"desire4

;e#ore dialing, pict"re the other person4;e kind to phone answerers4@ea%e messages that get res"lts4


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WRITTEN COMM'NICATION

SEVENTEEN RULESTO MOLD THE QUALITY OF YOUR LETTER

1. Know, Master yor S!"e#t so well that you can discuss it confidently and

naturally. Knowledge is the foundation and source of good writing. Dont writeabout anything of which you are not very familiar.

$. Use S%ort &ara'ra(%s. Paragraphs in letters should average about 60 words, or

from 6 to 7 lines.

). Use S%ort Senten#es to mae your letter easily understood. !he longest sentenceshould contain no more than "0 words. #eading tends to become hard when

sentences e$ceed "0 words.

*. A+o- nee-ess wor-slie the underlined in the following e$amples.%void needless words lie& that your appeal for an e$tension of your

fellowship has been approved.

'tart outright with your appeal(

)our fellowship is e$tended to enable you to complete all the re*uirements for

a masters degree.

/. Do not re(eat w%at s sa- n a etter yo are answern'.+ere are e$amples of repetitions&

a -e have your letter of /ay 116, in which you ased if one of oure$tension worers could give a lecture on procedures at your in2service

training programb !his is to acnowledge your letter of 3une 117, in which you re*uested

permission to use our social hall on 0 3uly 117, for a demonstration onbusiness machine and e*uipment.

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0. A+o- 'o!!e-y'oo an- e'a "ar'on. !he dictionary gives the meaning ofgobbledygook as a -ordy and generally unintelligible 4argon. %nd jargon means,

among other things, the technical terminology or characteristic idiom of a specialactivity or group, obscure and often pretentious language mared by circumlocutions

and long words.

5ircumlocution means the use of an unnecessarily large number of words to e$pressan idea or evasion speech.

Pretentious means maing usually un4ustified claims as of value or standing, or

vain.

8egal words should not be used in ordinary business and social letters.

2. Use s%ort wor-s. 9ever use a long word when a short one will do.

3. Don4t !e ser+e, as illustrated in the following e$amples&

9otice the underlined words&

: shall be deeply honored if you will accept this invitation to(

%llow me to tae the liberty of respectfully re*uesting you to (

5. Don4t !e arro'ant, as shown in the following e$amples&

-e made it clear when you came last that you need to submit your re*uest beforethe following fiscal year.

%s we have said to you several times, no vacancy shall be filled this year.

16. Yor etter 7st !e 7o-ern. Discard the following hacneyed e$pressions&

!his is to acnowledge receipt of your letter of /ay ; (

-ith reference to your letter of (

-e have your letter before us(

%ttached, please find(

: have the honor to (

-e beg to be advised(

#egarding the matter(


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:n reply to your letter of /ay 117, you are advised that Public 8aw provides

that an individual, or his estate in the event of death, may, if application ismade to this 5ommission within 10 days following the date of the damage

alleged to have been sustained, or buy ; 3une 117, whichever is the laterdate, and if such documentary evidence as may be re*uired by the

5ommission is submitted, establish entitlement to reparation in an amountnot e$ceeding the amount of the fair maret value of the losses proved tohave been sustained.

1$. Use na7es an- (ersona (ronons. % person feels chilled when he gets a letterthat is addressed to him as an applicant, producer, client, etc. +e feels worse

when the letter comes from this department, this office, this company, etc.

:nstead of taling lie a department to an applicant, write about I, we, mine, etc.

to you, yours, his

1). A-7t 7staes.

1*. T%n o9 yor rea-er4s (ro!e7, not o9 yor own.

1/. A##ent t%e (ost+e.

10. Don4t 'et t%e -ea t%at e+ery etter nee-s a 9ns%n' to#% such as >Pleaselet me now if you can be of further help.? 8et the genuine *uality of your service

mae its own pleasant speech.

12. A+o- (art#(a en-n' such as the following&

+oping this meets with your approval, we remain.

!rusting to merit your patronage, we are.

:nstead, end your letter with a direct statement, thus

-e hope this meets your approval.

-e trust we merit your patronage.

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OR0ANIATIONAL PLAN 2OR DI22ERENT TYPES O2MESSA0ES

DIRECT RE5'ESTS

14 Hi%e o%er%iew abo"t the re'"est and its p"rpose424 Aplain details abo"t the re'"est434 -tate what yo" epect t the reader to do net44 -how appreciation4

IN2ORMATIVE MESSA0ES

14 Hi%e o%er%iew abo"t the in#ormation and the p"rpose #or its dissemination424 Aplain details abo"t the in#ormation434 -"mmarize and state what yo" epect the reader to do net4

PERS'ASIVE MESSA0ES14 Het the reader$s attention424 reate interests by stating bene+ts to the reader434 Anco"rage the reader to take action4

COMPLALINTS14 Hi%e o%er%iew abo"t the complaint and the p"rpose #or writing424 )ro%ide details abo"t the complaint434 -tate what yo" epect the reader to do net4

RESPONDIN0 TO IN5'IRY MESSA0ES14 -how acknowledgement and appreciation424 )araphrase to clari#y client$s concern434 &/er sol"tions or s"ggestions44 -how appreciation and willingness to help the writer4

RESPONDIN0 TO AN0RY AND DISSATIS2IED MESSA0ES14 -how acknowledgement and appreciation424 -hoe empathy434 !pologize4

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4 -tate actions taken to help the client494 -how appreciation and willingness to help the writer4

T'RNIN0 DOWN RE5'EST14 -how acknowledgement and appreciation424 !pologize #or being "nable to grant re'"est4

34 Aplain reason44 &/er alternati%es494 -how appreciation and willingness to help the writer4

:RITIN; MINUTES OF THE MEETIN;

MINUTES OF THE MEETIN;

!he primary purpose of minutes is to provide a written record of meetings conducted in an

organi@ation. /inutes of the meeting may also be used by the attendees as a reminder ofwhat they are to do following the meeting. Ainally, the also provide information about what

too place in the meeting to those who were not able to attend.

TY&ES OF MINUTES

Berbatim minutes record everything that has been said in a meeting. :t is usually all2inclusive and impartial, but may reveal personal clashes and acrimonious situations in a

meeting. !o produce verbatim minutes, a writer will find it useful to use a tape recorder and

then type up the notes from the recording.

NARRATIVE MINUTES

9arrative minutes show how a meeting proceeded, form the beginning to the end. !his type

of minutes emphasi@es details of the arguments for or against specific points in the meeting.

9arrative minutes usually include basic points made by each person, points of agreement or

disagreement, and actions to be taen after the meeting.

OUTLINE MINUTES

=utline minutes provide the shortest account of a meeting. !hey focus on what was decided

upon and actions to be taen after the meeting.

&ARTS OF MINUTES

9ame of meeting

Purpose

Benue

Date

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%ttendees e$pected

%ttendees present

%genda

Decisions made

%ction plans

%genda for future meeting

9ame of minutes taer

Date of compilation

9ames of people circulated

MINUTES OF THE MEETING

Monthly Departmental meeting

Date Participants of the Meeting:

Time

Venue

Item 1:

Discussion Action Agreed Person Involved Time Table

Item 2:


Item :

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E7a Et8ette

:%at s e7a et8ette

Secretary - Manual.doc

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