What should a technical secretary do? The duties of a secretary. The profession undoubtedly has a preponderance in advantages

05.06.2020

Every public office needs a person to greet visitors. Excellent phone and email skills are essential for receptionists, but the ability to communicate in person is what separates a secretary from an account manager. After all, when a person (supplier, consumer, partner) enters the office, the first thing he sees is the secretary, and the first impression is always important.

Steps

Required qualifications

You need to have top-notch organizational skills. The secretary is the face of the company. This is the person with whom the client first speaks, and colleagues turn for various information. In addition to receiving calls and visitors, secretaries often communicate with clients, organize events, meetings, and so on. To cope with all these duties, the secretary must be able to organize his time, as he has to control several cases at the same time. A person will not last long as a secretary if he or she cannot juggle more than one task at a time and prioritize them.

A great way to organize your workspace is to take the time to organize your documents in the order that works for you. It is very important to know what kind of documents and information your boss, colleagues or clients may need. Keep all documents in separate files. They can be both on the screen of your computer and in paper form. Sort the documents in the order that suits you. If you need multi-colored stickers, use them.
Being organized also means looking for the motivation to work within yourself. You don't need someone else to control you. If you are organized, you will know which tasks to do daily and which ones to do first.
Keep phone numbers handy. There are very, very many of them, for example, phone numbers of employees, contractors, partners, urgent contacts, and so on. You will need them at any time. Keep them in the Rolodex program or other suitable computer program.

Learn modern technologies. The number one device the secretary works with is the phone, so learn all the buttons and features. Computer literacy is also important: most secretaries should be able to use e-mail and work with electronic documents. It is also useful to know how to create a table in Excel, and be able to use industry programs.
- Keep in mind that if the copier, scanner, printer is located next to your desktop, then you will constantly use them (and help out colleagues who have problems using them). Once you know which machines are used in your office, familiarize yourself with the main functions of these machines, as well as how to fix the most common problems.
Be a reliable employee. Everyone always counts on the secretary. If no one answers calls to the company or there is a whole line of people waiting for an answer, then this is a manifestation of the weakness of the company. Solving such problems should be a priority for you. If your management knows that you can be relied upon and you are always there to help, then you will become indispensable.

Learn good listen . A big part of a secretary's job is to listen to people. Hearing a client's question on the phone, getting the information you need - all this is just a manifestation of the ability to listen. The ability to hear information correctly will make you more effective. You will be able to resolve issues faster if you clearly understand what exactly the person is asking you for.

Take notes on everything. If your boss asks you to do something, write down the details. If a client calls, write down information about him (name, contact information, the purpose of the call, and so on). Notes are a great way to stay organized and they will remind you of all the little things that without these notes you will forget in a few hours. Take notes in a notebook and keep it with you at all times. You'll be surprised how helpful they are, especially if you're trying to remember what the person who called you five hours ago wanted.
- Check that you wrote down the message in detail and reread what you wrote. And most importantly - do not be afraid to once again check the message and contact information of the person who is calling you. This is the only way you can be sure that you wrote everything down correctly.
Answer the phone politely using standard greetings. For example: “[company name], good afternoon. My name is XXX, how can I help you?” Try to answer after the first or second phone ring. It is unacceptable to make people wait longer than one minute (take my word for it, this is much longer than you think).
- Listen carefully to the names of those calling you. Repeat the caller's name if necessary. Mobile phones often distort sounds. Write down the name of the person you're talking to if it's hard to pronounce.
- If you are transferring a call to another subscriber, do it using the standard phrases: "Please wait one minute." If the subscriber is busy, you can say: “I beg your pardon, XXX is on the phone now. Will you wait until it is free or do you want to leave a message? Politely thank the caller and act in accordance with his wishes.
Greet any couriers or people from the delivery service with the same professionalism and respect as any other visitors. Make sure your signature is legible. Perhaps the couriers will need instructions on where to leave the packages. Make sure you contact the appropriate staff with this issue.

Treat clients who come to your office with courtesy. After the visitor introduces himself and says to whom he came, contact the one to whom the visitor came and inform that they came to him. The standard phrase for such a case is: “Tatyana Ivanovna, Mr. Petrov from the XXX Corporation has come to you. You have an appointment at 2 pm. Always get the first and last name of the visitor, as well as the company he represents. It's also helpful to know if he has an appointment. The employee to whom the visitor came must tell you where to go to the visitor and how long to wait for the meeting. You can tell the visitor: “Tatyana Ivanovna will come in 5 minutes. Take a seat, please".

Proper Behavior
1. Be positive. The secretary is the face of the company. His client sees first, and he is also the first to answer the call. Nobody wants to be greeted with a sour expression or an annoyed tone. Set a rule that you should always smile and be a cheerful and optimistic person. Remember to be patient with difficult clients, even if your patience is at its limit.
  - Even if you face a difficult client, remind yourself that you are strong, happy man. Tell yourself that you are doing everything to help them. It is better to be calm and balanced than to explode and look angry and unpleasant.
2. Always be ready to greet the client politely. It is always important to greet customers in a friendly manner. Even if you have to finish your business before you can help the person, it's important to greet them so that they feel noticed and know that you will help them soon.
  - It is best to use phrases such as "Hello! Welcome to [company name]" or " Good morning! Have a seat. I'll help you in a minute."
3. Be polite . Show respect for people. Treat everyone as the most important person who entered your office that day. It's your job. No one cares if you're stuck in traffic in the morning, your new purse is broken, or you've lost your favorite CD. Leave all personal matters at home. Even if you don't like the client or his demeanor, pretend that you are happy to see him. Make sure the person is completely relaxed and happy to interact with you.
4. Dress appropriately. You represent your company, so you must dress appropriately. Buy clothes suitable for the office. If you are a secretary in a certain type of company (such as a clothing store), you can purchase some of the things that your store offers. Try to dress conservatively unless you work in a place where fashion, style or other factors are at the forefront.
  - Check if the company you work for has a specific dress code. Perhaps a casual style will suffice, but do not go too far by dressing informally (a tracksuit should not be worn to work in any case).
- Don't mix personal with work. This rule also applies to the use mobile phones and Email. Department information technologies can track your activity on the computer.
- Remember who pays your salary and always respect them.
- Be polite to supervisors and ask if you can help them with extra tasks in your spare time.
- Write notes on carbon paper and give a second copy to the person to whom it is intended. Or use an easy-to-reference notepad to remember a name or phone number.
- Sorting mail is usually part of a secretary's job. Find out on your first day how mail arrives, who delivers it, and when.
- Find someone who can replace you when you go to the toilet, to a meeting, lunch, vacation. This way you will avoid the appearance of angry people waiting for your return.
- Ask colleagues if they need help with something. It's better to make friends by helping people than enemies who will complain about you.
- Always show a desire to do new tasks, as well as routine tasks. Knowledge comes with experience.

The secretary is called faithful assistant and the right hand of the boss, and for good reason, because the duties of the secretary of the head include ensuring effective managerial and administrative activities. The secretary of the head is engaged in the preparation and execution of business papers and documents, helps the boss in business, and solves many organizational issues.

The position of the assistant secretary can also be considered representative, since he is the face of the company - he meets guests, answers calls and letters. Such work requires a lot of composure, communication and organization. For this reason, the profession of a secretary can promise great prospects - in the future, a specialist may become an office manager, and then one of the directors or top managers.

The position of executive secretary is required in almost every company that has an office for clients and visitors. It can be both large enterprises and small businesses.

History of the profession

Over time, the powers of the secretary have expanded significantly and today they can perform a wide variety of functions. So, there was a need for specialists of narrow specialization, as a result of which the profession of secretary-referent, clerk, secretary-translator and office manager appeared.

Responsibilities of the secretary

Responsibilities of the Assistant Secretary include:

reception of visitors;
receiving phone calls;
record keeping;
planning the working day of the head;
organization of meetings;
ordering tickets and booking hotels for the manager and other employees during a business trip;
ordering stationery for the office;
fulfillment of the manager's requests.

Sometimes the functions of the secretary of the head include correspondence in English.

requirements for a secretary

Requirements for the secretary-referent include:

secondary or higher education;
PC ownership;
knowledge of the basics of office work;
knowledge of English language(sometimes).

Also, the position of secretary requires the following skills:

punctuality;
the ability to look good (presentability);
organization.

secretary resume template

Resume sample

How to become a secretary

How to become a secretary? It can be the owner of any higher education who has passed courses of assistant secretaries or received training directly at the workplace. As a rule, employers do not impose special requirements on the applicant's specialty, but focus on the fact that the applicant has the necessary personal qualities and was able to perform duties at the proper level.

secretary salary

The salary of a secretary can be different - from 15 to 45 thousand rubles. Income depends on the range of duties of the employee and the region in which he works. average salary assistant secretary is 30 thousand rubles.

Back to Leadership Responsibilities

The Secretary performs the following duties:

- Carries out work on the organizational and technical support of the administrative and administrative activities of the head.

- Accepts incoming correspondence for consideration by the head, transfers it in accordance with decision in structural units or a specific performer for use in the process of work or preparation of answers.

- Accepts documents and personal statements for the signature of the head.

- Answers phone calls, records and transmits official information to the head, organizes telephone conversations of the head.

- On behalf of the head, draws up letters, requests, and other documents.

- Performs work on the preparation of meetings and meetings held by the head (collecting the necessary materials, notifying participants of the time and place of the meeting, agenda, their registration), maintains and draws up minutes of meetings and meetings.

— Carries out control over the execution by the employees of the enterprise of issued orders and orders, as well as compliance with the deadlines for the implementation of instructions and instructions of the head taken under control.

- Provides workplace head with the necessary means of organizational technology, stationery, creates conditions conducive to the effective work of the head.

- Organizes the reception of visitors, contributes to the prompt consideration of requests and proposals of employees.

– Forms cases in accordance with the approved nomenclature, ensures their safety and submits them to the archive within the established time limits.

— Organizes business trips of the head: orders air and railway tickets, books hotels.

- Performs separate official assignments of his immediate supervisor.

The secretary has the right:

- Receive information, including confidential, to the extent necessary to solve the tasks.

— Submit proposals to the management to improve their work and the work of the company.

- Request personally or on behalf of the head from the divisions of the enterprise and other specialists information and documents necessary for the performance of his duties.

— Require management to create normal conditions for the implementation official duties and safety of all documents generated as a result of the company's activities.

- Make decisions within their competence.

The secretary is responsible:

— For non-performance and / or untimely, negligent performance of their duties.

— For non-compliance with current instructions, orders and orders for the preservation of trade secrets and confidential information.

— For violation of internal rules work schedule, labor discipline, safety regulations and fire safety.

Duties of the Director
Former director
External management
operational management
Control system

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What the secretary should know and be able to do is set out in the qualification profile.

Qualification characteristic- this is normative document, establishing what this or that employee should do at his job, what he should know and be able to do for this, and what should be the level of his training.

Job Responsibilities(secretary must be able) Perform technical functions to ensure and service the work of the head of the enterprise (or division), help plan the workday of the head. Receive the information necessary for the manager from departments or performers, call employees on his behalf. Organize telephone conversations with the head, receive and transmit telephone messages, record received messages in his absence and bring their contents to the attention of the head. Organize trips and business trips of the head. Carry out work on the preparation of meetings and meetings held by the head (collecting the necessary materials, notifying participants of the time, place and agenda of the meeting or meeting, registering them), keeping and drawing up minutes. Provide the manager's workplace with stationery, organizational equipment, create conditions conducive to his effective work. Transmit and receive information via intercoms, quickly print as directed by the manager various materials. Conduct documentation work, accept correspondence addressed to the head, organize it in accordance with the procedure adopted at the enterprise and transfer it after consideration to the heads of departments or specific performers for use in the process of their work or for preparing a response. News information service manager and employees (oral, documentary, write press reviews, provide copies of interesting articles). Follow the deadlines for fulfilling the instructions of the head on personal statements of citizens. Organize the reception of visitors, while showing tact and attention to them, contribute to the prompt consideration of requests and proposals of employees, form cases in accordance with the approved nomenclature of cases, ensure their safety and submit them to the archive in a timely manner. Create and use databases (including Internet information).

The secretary must know: the activities of the company and the duties and competencies of employees; regulations and instructions for documentation support; typescript; work on a personal computer, modern computer editors (Word, Excel, etc.); spelling and punctuation rules; the order of arrangement of the material when printing various documents; rules for the operation of office equipment (faxes, mini-ATS, photocopiers, voice recorders, tape recorders); rules for the use of receiving and intercom devices; standards of the unified system of organizational and administrative documentation; internal labor regulations; fundamentals of the scientific organization of secretarial work; the psychology of people and the laws of effective communication; office etiquette; rules and norms of labor protection, safety measures, industrial sanitation and fire protection; foreign language of clients and partners; Labor Code RF.

For development and specification qualification characteristic enterprises (firms) develop job descriptions.

Job description - the main organizational and legal document regulating the activities of the secretary, defining his rights, position in the organization, nature of work. The Secretary relies on this document in his relationships with employees. What in job description written down, then it will be asked what rights are given in it, those the secretary has.

The job description for a secretary is an individual document, since the position of a secretary has many gradations. In a small organization (or firm) there will be one secretary (secretary-referent). In larger organizations, the head and his deputies may have secretaries in each structural unit. There are secretaries of the board, scientific secretaries of scientific councils, etc. Each secretary always, based on the scope and specifics of the organization’s activities, the requirements of the head and his trust in the secretary, develops his own range of duties and rights, various combinations of creative, logical and technical types of work. At the same time, there is a typical set of management operations for documentary and non-documentary services that all secretaries perform. In addition, the peculiarity and complexity of compiling the job description of the secretary are due to the versatility of his activities. Therefore, it is impossible to talk about any single standard of the job description of a secretary (secretary-referent).

However, as with any job description, it is subject to General requirements. First of all, it has an already established unified structure of the text, namely the sections:

1. General Provisions;

2) functions;

3) official duties;

5) responsibility;

6) relationships;

7) communications by position.

A section "Evaluation of work" can be added, and in last years the section “Organization of work (daily routine)” appears more and more often.

Chapter " General provisions» contains the exact title of the position in accordance with staffing, place in the management system, i.e. the name of the structural unit and subordination, the procedure for appointment and dismissal and the procedure for replacement. In large organizations that have a DOW service, the secretary has dual subordination - directly to his head and the head of the DOW service. Secretaries are appointed and dismissed by order of the head (in large organization- on the proposal of the head of the service of the preschool educational institution).

In the same section, the requirements for professional training and work experience are indicated. Today, the attitude towards the secretary and the requirements for him have changed dramatically. Firms are looking for a secretary with a higher or secondary specialized education who knows a foreign language and is fluent on a computer. Increasingly, the secretary, as well as abroad, is required to know not one, but two or more foreign languages, as firms have numerous contacts with foreign partners, and the secretary communicates with them. It also contains indications of the main legislative, regulatory, regulatory, methodological, organizational, administrative documents by which the secretary is guided in his work.

The "Functions" section lists the main activities of the secretary (secretary-referent), for example: information and documentation support for the head, organizational support for the work of the head, participation in the preparation of exhibitions and presentations, etc.

The section "Responsibilities" lists all types of work, operations and technologies used in their implementation. It lists in a logical sequence the work performed by the secretary. All types of work are divided into operations with an indication of the technology of execution. For example, the function "information and documentation support" is divided into two parts: documentation and work with documents. Documentation, in turn, includes the preparation of letters (letters of invitation, letters of reminder, etc.), telegrams, etc., on the instructions of the project manager; printing documents of the head on the computer; verification of the correctness of the execution of documents when submitted for signature to the head (visas, the availability and correctness of the details in accordance with the requirements of the standard, etc.); making and certifying copies of documents, etc. Working with documents includes receiving incoming documents (hours are indicated, for example: at 09 and 16 hours), receiving faxes and e-mails (during the day); primary processing of received documents in accordance with the requirements of the office work instructions; preview documents (if entrusted to the secretary); registration of documents according to the rules established by the organization; report of documents to the head, etc.

The "Rights" section is perhaps the most important. He emphasizes the place of the secretary in the management system, his importance, position in the organization. It is through the rights that the powers delegated by the head to the secretary and the degree of his independence are visible. This section enables the secretary to free up the manager's time for solving the main strategic and tactical tasks.

It is this section of the job description that gives the secretary (secretary-referent) greater or lesser powers and determines the degree of his capabilities.

The section "Responsibility" is compiled in strict accordance with the law.

The section “Relationships (connections by position)” is also very important for organizing the work of any employee of the administrative apparatus, and first of all, this is due to the active implementation automated systems, which require a detailed indication of what information, in what form, to whom it is transmitted and from whom it comes.

In recent years, a Job Evaluation section has often appeared in job descriptions. It usually indicates the criteria for the timeliness of the work and its quality, for example: the absence of complaints, claims and complaints; absence of errors in documents; compliance with the deadlines for the execution of instructions from the management, etc.

As a rule, the job description ends with an indication of the procedure for its revision. The conditions for revising the job description may be changes in the structure of the organization, which entailed a redistribution of the duties of employees, a change in the types of work performed by the secretary, and the introduction of computer technology. But much more often indicate the period of mandatory revision or re-approval of the instruction (3 years or 5 years).

An optional section is "Organization of work", but recently it has been very popular and is becoming more and more common. It provides an approximate daily schedule for the work of the secretary. It might look like this.

FIRST HALF OF WORKING DAY:

1) come to work 10 minutes before the head, in order to check the state of the workplace (his own and the head), put himself in order, draw up or clarify a plan for the coming day;

2) pick up according to the plan required documents and deeds;

3) receive correspondence, familiarize yourself with the content, put aside documents that require a priority decision of the head;

4) telegrams, urgent faxes and telephone messages to immediately transfer to the head;

5) prepare options for possible answers or resolutions for the rest of the documents, distribute among the executors;

6) review received reviews, reports, invitations, etc.

d.; Record the dates and times of all events in your diary-calendar;

7) keep the documents necessary for the current information and reference work;

8) report to the manager on the received correspondence;

9) clarify, together with the head, the content of the planned activities for the current day;

10) transfer by phone and personally the instructions of the head to the relevant executors and remind about the expiring deadlines for the execution of documents.

AFTERNOON:

1) collection and preparation for signing of executed documents;

2) report to the manager on the executed documents, take the documents processed by him from the manager;

3) process and send outgoing documents;

4) plan activities for the next day.

Throughout the working day are:

a) work with visitors, telephone conversations;

b) filing of executed documents in cases;

c) performance of work on the computer;

d) organizing the copying of documents in accordance with the instructions of the head.

END OF WORKING DAY:

1) review your diary and inform the relevant departments about the need to prepare for certain activities;

2) if the head remains to work after the end of the working day, it is necessary to provide him with all the necessary information, materials;

3) tidy up your workplace, remove documents, lock the safe and all filing cabinets with a key, turn off electronic and technical equipment from the network.

The job description is an integral part of the entire package of documents necessary for organizing the work of the administrative apparatus.

ADVICE. Organize your working day in such a way that you can do everything and be useful to everyone. Give yourself to your work, but do not forget that there are issues that are not in your competence. Therefore, do only what you have to do.

Summing up: it should be noted again that the job description for the secretary is an individual document, since the position of secretary has many gradations. Each secretary, based on the scope and specifics of the organization's activities, the requirements of the head and his trust in the secretary, has his own range of duties and rights, various combinations of creative, logical and technical types of work.

The chief engineer of an enterprise is usually considered the right hand of the director, and the deputy for commerce is the left, but when there is no secretary, the director is completely without hands.

The concept of a secretary and varieties
The concept of "secretary" wide enough. Translated from Latin, the word "secretarius" means "confidant".

Usually, the relationship between the secretary and the manager is quite trusting, and it should be so, because. oblige official powers.

The concept of a secretary today is quite complex and has many gradations, I will give an example of some of them:
Technical Secretary- works with office equipment (fax, multifunctional device, personal computer), uses the Internet, performs instructions for managers and employees, calls companies and institutions on behalf of the head, receives and sends messages by means of communication.
receptionist– receives incoming letters and faxes, e-mail messages, answers phone calls, forwards them to departments or specific employees, meets visitors.
office secretary- accepts and analyzes correspondence, fulfills the instructions of the head and his deputies, typeset texts of documents, maintains documentation.
Assistant Secretary- not only a secretary, but also a specialist who is well acquainted with the activities of the company, which in some cases can make some independent decisions. Secretary-referent prepares reports of the head, searches for necessary documentation for the manager, plans the working day of the manager, solves administrative issues within his competence.
Office Manager– ensures the functioning of the entire office: prepares materials for presentations, ensures uninterrupted transport service, clear communication, ensuring the operation of office equipment and the availability of stationery. The office manager is responsible for appearance office, in a small institution can simultaneously perform the functions of a personnel officer.
In small commercial organizations secretaries, whatever they are called, are distinguished by the fact that they have to perform universal work.
The profession of a secretary is perhaps the closest to the profession of an actor. The specificity and complexity of the work of a secretary is due to the fact that he is always in sight, in the center of communication with management, colleagues, clients. A smile, a pleasant voice, a neat appearance, confident gestures and goodwill, regardless of mood, create a special atmosphere in the office.

Secretary job description

APPROVE
CEO
Surname I.O. ________________
"________"_____________ ____ G.

1. General Provisions

1.1. The secretary belongs to the category of technical performers.
1.2. The secretary is appointed to the position and dismissed from it by order of the general director of the company.
1.3. Secretary reports directly to CEO/ head of the structural division of the company.
1.4. During the absence of the secretary, his rights and duties are transferred to another official, which is announced in the order for the organization.
1.5. A person who meets the following requirements is appointed to the post of secretary: education - higher, incomplete higher or secondary specialized, experience of similar work from six months, knowledge of office equipment (fax, copier, scanner, printer), Microsoft Office programs (Word, Excel).
1.6. The secretary is guided in his activities by:
- legislative acts of the Russian Federation;
— The Charter of the company, the Internal Labor Regulations, other regulations companies;
- orders and directives of the management;
- this job description.

2. Duties of the secretary

The Secretary performs the following duties:
2.1. Carries out work on the organizational and technical support of the administrative and administrative activities of the head.
2.2. Accepts incoming correspondence for consideration by the head, transfers it in accordance with the decision made to structural divisions or a specific contractor for use in the process of work or preparation of answers.
2.3. Accepts documents and personal statements for the signature of the head.
2.4. Answers telephone calls, records and transmits official information to the head, organizes telephone conversations of the head.
2.5. On behalf of the head, he draws up letters, requests, and other documents.
2.6. Carries out work on the preparation of meetings and meetings held by the head (collecting the necessary materials, notifying participants of the time and place of the meeting, agenda, their registration), maintains and draws up minutes of meetings and meetings.
2.7. Carries out control over the execution by the employees of the enterprise of issued orders and orders, as well as compliance with the deadlines for the implementation of instructions and instructions of the head taken under control.
2.8. Provides the workplace of the head with the necessary means of organizational technology, stationery, creates conditions conducive to the effective work of the head.
2.9. Organizes the reception of visitors, contributes to the prompt consideration of requests and proposals of employees.
2.10. Forms cases in accordance with the approved nomenclature, ensures their safety and submits them to the archive in due time.
2.11. Organizes business trips of the head: orders air and railway tickets, books hotels.
2.12.

Performs individual official assignments of his immediate supervisor.

3. Rights of the secretary

The secretary has the right:
3.1. Receive information, including confidential information, to the extent necessary to solve the assigned tasks.
3.2. Provide management with suggestions for improving their work and the work of the company.
3.3. Request personally or on behalf of the head from the divisions of the enterprise and other specialists information and documents necessary for the performance of his duties.
3.4. Require management to create normal conditions for the performance of official duties and the safety of all documents resulting from the activities of the company.
3.5. Make decisions within your competence.

4. Responsibility of the secretary

The secretary is responsible:
4.1. For non-performance and / or untimely, negligent performance of their duties.
4.2. For non-compliance with current instructions, orders and orders for the preservation of trade secrets and confidential information.
4.3. For violation of the internal labor regulations, labor discipline, safety and fire safety rules.

If after reading this article you have not received a clear answer, seek quick help.

Qualification directory of positions of managers, specialists and other employees, approved. Decree of the Ministry of Labor of Russia dated August 21, 1998 No. 37, classifies the position of secretary of the head as a technical performer.

SECRETARY is an executive assistant responsible for documentary support of the activities of the head, structural unit, organization as a whole, working independently, without direct control by the head, making decisions and expressing judgments on issues within his competence.

International Association of Secretaries

A qualified secretary frees up to 30% of the manager's working time, provides the necessary information to every fourth visitor and independently resolves up to half of all telephone inquiries

But the professional tasks and functions of the secretary are largely determined by the direction and specifics of the organization's activities, its corporate culture, the manager's work style and some other factors.

The Qualification Directory for the positions of managers, specialists and other employees contains the qualification characteristics of the following employees of the secretariat:

typists;

secretary-typist;

secretary of the head;

secretary-stenographer;

administrator;

Scientific Secretary.

Each qualification characteristic included in the Handbook is a normative document regulating the content of the functions performed by the employee.

Worker Compliance qualification requirements is a necessary but not sufficient condition for its effective operation. Depending on the scope of the organization, its corporate culture, organizational structure, size, style control list functional duties secretary can be different, and their effective implementation requires not only an appropriate level of professional knowledge, but also certain skills, abilities, business and personal qualities.

Secretary at a commercial organization

In modern commercial structures, there is no clear division of secretaries by qualification, as provided for by the Qualification Guide, and the term "secretary" is used in relation to secretaries of different levels.

The labor market of secretaries is represented today by such positions as secretary on the phone, secretary-reception; office secretary; secretary-referent; secretary-clerk; office manager (administrator); secretary-translator; assistant (personal secretary) of the head; head of the secretariat.

Consider the main job responsibilities and requirements for these categories of workers.

Secretary on the phone. Key job responsibilities include answering phone calls, forwarding them, and receiving faxes. The secretary on the phone must know the basic rules for conducting telephone conversations, be fluent in speech, and be able to use office equipment. An additional requirement is the presence of a pleasant voice.

AT foreign companies and Russian firms working with foreign clients, a position similar in nature of work may be called a secretary-reception. In addition to answering phone calls, her duties include meeting clients, organizing negotiations. One of the main requirements for candidates for this vacancy is knowledge of a foreign language at a good conversational level.

The secretary of the head (office) performs a fairly significant amount of duties: receiving phone calls, meeting clients, conducting office work, supplying the office with stationery and consumables. The secretary of the head must know the management documentation system, business etiquette, be able to use a computer, computer programs and Internet resources.

Among the duties of the assistant secretary, in addition to those listed above, include planning the head's working time, preparing and organizing meetings, and fulfilling responsible assignments. In this regard, the assistant secretary should have a good knowledge of the scope of the company and its management team, be able to work with information and legal systems.

AT large companies the position of an office manager (administrator) is often introduced, whose duties include resolving all issues of ensuring the life of the office (purchasing stationery and Supplies, organizing cleaning of premises), managing couriers and secretaries, monitoring compliance with the work schedule, etc. An office manager must know the basics of marketing, management, production organization, be able to organize the work of the office, prepare presentations, negotiations. Good organizational skills are a must.

The position of a secretary-translator is provided for in companies that are actively foreign economic activity. In addition to fluency in a foreign language, a specialist is required to have knowledge of special terminology, the ability to negotiate, master the technique of interpreting and writing, and the ability to accompany a manager on business trips. Knowledge of business etiquette is a prerequisite.

The assistant (personal secretary) of the head monitors the execution of instructions, decisions, compliance with the internal labor regulations, helps the head to form constructive decisions, organizes meetings and negotiations, plans and organizes the work day of the head. The assistant manager must have knowledge in the field of management, documentation management, must know the basics of labor organization, economics and technology. Additional requirements are psychological compatibility with the leader, knowledge of the rules of etiquette.

The position of the head of the secretariat is introduced, as a rule, in large companies with a staff of secretaries in the office of at least 5-8. The main job responsibilities are the placement, organization, coordination of the work of secretaries and control over their activities. In some companies, the duties of the head of the secretariat are partially combined with the functions of an administrator (office manager).

In recent years, in the context of new economic and social realities, integrated requirements for secretaries have begun to form. In fact, many employers are beginning to impose international requirements on employees. professional standards. The basis of professional standards in Europe and the USA is the ISO-9000 standard - it is based on quality management systems, in the center of which is a certified employee.

Each qualification characteristic included in the directory is a regulatory document regulating the content of the functions performed by the employee.

In modern commercial structures there is no clear division of secretaries by qualification, as provided qualification handbook, and the term "secretary" is used in relation to secretaries of different levels

The labor market of secretaries is represented today by such positions as secretary on the phone‚ reception secretary‚ office secretary‚ assistant secretary‚ secretary clerk‚ office manager‚ secretary translator‚ assistant manager‚ head of the secretariat.

Legal regulation of the activities of the secretary is carried out with the help of job descriptions. The job description of the secretary is drawn up in order to cover the entire range of professional rights and obligations of this employee. It defines his rights and duties, as well as liability for failure to perform or improper performance of the labor function.

The value of the job description of the secretary is very high. It is primarily necessary to avoid violations labor law and specifying the duties of the specified employee, as it contains the basic requirements for the secretary in relation to special knowledge, knowledge of the law, certain methods and means that the secretary must be able to apply in the performance of his official duties.

The job description of the secretary has a certain form. At the same time, when developing it, the employer should rely on the provision on the structural unit of the organization. The job description and the regulation on the structural unit are interrelated documents that complement each other. This relationship can be traced in the fact that the duties of each secretary stem from the tasks and functions of the structural unit of the organization itself.

The job description is drawn up on a common form. The text of the job description of the secretary includes the following sections:

1. General Provisions";

2) "Functions";

3) "Responsibilities";

4) "Rights";

5) "Responsibility".

It should also be noted that the effective teamwork head and secretary is possible only if there is complete mutual trust between them. This trust is based on the unity of views, a common understanding of the goals and objectives of the work, dedication to business, the desire to achieve high efficiency in the work of their organization, sufficient professional training, diligence and reliability of the secretary, assimilation of the individual work style of the manager, the ability to understand and predict the course of his thoughts and the logic of judgments. , mutual respect.

Also important factors The success of the work of a personal secretary is the ability to behave with people and the ability to create an impression that enhances the authority of the leader. The secretary should be an important link in the system of contacts of his manager, ensuring effective communication and timely adoption of the necessary actions. The secretary is the personal representative of his manager, and the performance of this key role requires the ability to make a favorable impression on the employees of the organization and representatives of other firms. The role of the executive secretary, as defined in the brochure of the European Association of Professional Secretaries, is to know the essence of the activities of his manager and be able to take on a significant part of this work.

What the secretary should know and be able to do is set out in the qualification profile.

Qualification characteristic- this is a regulatory document that establishes what this or that employee should do at his job, what he should know and be able to do for this, and what should be the level of his training.

Job Responsibilities (Secretary must be able to) Perform technical functions to ensure and service the work of the head of the enterprise (or division), help plan the workday of the head. Receive the information necessary for the manager from departments or performers, call employees on his behalf. Organize telephone conversations with the head, receive and transmit telephone messages, record received messages in his absence and bring their contents to the attention of the head. Organize trips and business trips of the head. Carry out work on the preparation of meetings and meetings held by the head (collecting the necessary materials, notifying participants of the time, place and agenda of the meeting or meeting, registering them), keeping and drawing up minutes. Provide the manager's workplace with stationery, organizational equipment, create conditions conducive to his effective work. Transmit and receive information on receiving and intercom devices, quickly print various materials at the direction of the head. Conduct documentation work, accept correspondence addressed to the head, organize it in accordance with the procedure adopted at the enterprise and transfer it after consideration to the heads of departments or specific performers for use in the process of their work or for preparing a response. Conduct information services for the manager and employees (oral, documentary, write press reviews, provide copies of interesting articles). Follow the deadlines for fulfilling the instructions of the head on personal statements of citizens. Organize the reception of visitors, while showing tact and attention to them, contribute to the prompt consideration of requests and proposals of employees, form cases in accordance with the approved nomenclature of cases, ensure their safety and submit them to the archive in a timely manner. Create and use databases (including Internet information).

The secretary must know: the activities of the company and the duties and competencies of employees; provisions and instructions for documentation support; typescript; work on a personal computer, modern computer editors (Word, Excel, etc.); spelling and punctuation rules; the order of arrangement of the material when printing various documents; rules for the operation of office equipment (faxes, mini-ATS, photocopiers, voice recorders, tape recorders); rules for the use of receiving and intercom devices; standards of the unified system of organizational and administrative documentation; internal labor regulations; fundamentals of the scientific organization of secretarial work; the psychology of people and the laws of effective communication; office etiquette; rules and norms of labor protection, safety measures, industrial sanitation and fire protection; foreign language of clients and partners; Labor Code of the Russian Federation.

For the development and specification of qualification characteristics at enterprises (firms), job descriptions are developed.

Job description - the main organizational and legal document regulating the activities of the secretary, defining his rights, position in the organization, nature of work. The Secretary relies on this document in his relationships with employees. What is written in the job description, then it will be asked what rights are given in it, the secretary has those.

However, as with any job description, there are general requirements for it. First of all, it has an already established unified structure of the text, namely the sections:

1. General Provisions;

2) functions;

3) official duties;

5) responsibility;

6) relationships;

7) communications by position.

A "Job Evaluation" section may be added, and in recent years there has been an increasing number of "Organization of Work (Daily Schedule)" sections.

The "General Provisions" section contains the exact title of the position in accordance with the staffing table, the place in the management system, i.e. the name of the structural unit and subordination, the procedure for appointment and dismissal and the procedure for replacement. In large organizations that have a DOW service, the secretary has dual subordination - directly to his head and the head of the DOW service. Secretaries are appointed and dismissed by order of the head (in a large organization - on the proposal of the head of the DOW service). In the same section, the requirements for professional training and work experience are indicated. Today, the attitude towards the secretary and the requirements for him have changed dramatically. Firms are looking for a secretary with a higher or secondary specialized education who knows a foreign language and is fluent on a computer. Increasingly, the secretary, as well as abroad, is required to know not one, but two or more foreign languages, since firms have numerous contacts with foreign partners, and the secretary communicates with them. It also contains indications of the main legislative, regulatory, regulatory, methodological, organizational, administrative documents by which the secretary is guided in his work.

The section "Responsibilities" lists all types of work, operations and technologies used in their implementation. It lists in a logical sequence the work performed by the secretary. All types of work are divided into operations with an indication of the technology of execution. For example, the function "information and documentation support" is divided into two parts: documentation and work with documents. Documentation, in turn, includes the preparation of letters (letters of invitation, letters of reminder, etc.), telegrams, etc., on the instructions of the project manager; printing documents of the head on the computer; verification of the correctness of the execution of documents when submitted for signature to the head (visas, the availability and correctness of the details in accordance with the requirements of the standard, etc.); making and certifying copies of documents, etc. Working with documents includes receiving incoming documents (hours are indicated, for example: at 09 and 16 hours), receiving faxes and e-mails (during the day); primary processing of received documents in accordance with the requirements of the office work instructions; preview of documents (if it is entrusted to the secretary); registration of documents according to the rules established by the organization; report of documents to the head, etc.

It is this section of the job description that gives the secretary (secretary-referent) greater or lesser powers and determines the degree of his capabilities.

The section "Responsibility" is compiled in strict accordance with the law.

The section “Relationships (connections by position)” is also very important for organizing the work of any employee of the administrative apparatus, and first of all, this is due to the active introduction of automated systems that require detailed indication of what information, in what form, to whom it is transmitted and from whom it comes .

FIRST HALF OF WORKING DAY:

1) come to work 10 minutes before the head, in order to check the state of the workplace (his own and the head), put himself in order, draw up or clarify a plan for the coming day;

2) select the necessary documents and cases in accordance with the plan;

3) receive correspondence, familiarize yourself with the content, put aside documents that require a priority decision of the head;

4) telegrams, urgent faxes and telephone messages to immediately transfer to the head;

5) prepare options for possible answers or resolutions for the rest of the documents, distribute among the executors;

6) review received reviews, reports, invitations, etc.; Record the dates and times of all events in your diary-calendar;

7) keep the documents necessary for the current information and reference work;

8) report to the manager on the received correspondence;

9) clarify, together with the head, the content of the planned activities for the current day;

10) transfer by phone and personally the instructions of the head to the relevant executors and remind about the expiring deadlines for the execution of documents.

AFTERNOON:

1) collection and preparation for signing of executed documents;

2) report to the manager on the executed documents, take the documents processed by him from the manager;

3) process and send outgoing documents;

4) plan activities for the next day.

Throughout the working day are:

a) work with visitors, telephone conversations;

b) filing of executed documents in cases;

c) performance of work on the computer;

d) organizing the copying of documents in accordance with the instructions of the head.

END OF WORKING DAY:

1) review your diary and inform the relevant departments about the need to prepare for certain activities;

2) if the head remains to work after the end of the working day, it is necessary to provide him with all the necessary information, materials;

3) tidy up your workplace, remove documents, lock the safe and all filing cabinets with a key, turn off electronic and technical equipment from the network.

The job description is an integral part of the entire package of documents necessary for organizing the work of the administrative apparatus.

Secretary any organization needs, and therefore, the job description of a secretary is useful to every company. It is important to clearly define the job responsibilities of the secretary, which are not limited to taking calls and sweet smiles. We offer you a sample job description for the secretary of the head - the general director, the head of the department, the director of the branch, etc.

Secretary job description

APPROVE
CEO
Surname I.O. ________________
"________"_____________ ____ G.

1. General Provisions

1.1. The secretary belongs to the category of technical performers.
1.2. The secretary is appointed to the position and dismissed from it by order of the general director of the company.
1.3. The secretary reports directly to the general director / head of the structural division of the company.
1.4. During the absence of the secretary, his rights and duties are transferred to another official, which is announced in the order for the organization.
1.5. A person who meets the following requirements is appointed to the post of secretary: education - higher, incomplete higher or secondary specialized, experience of similar work from six months, knowledge of office equipment (fax, copier, scanner, printer), Microsoft Office programs (Word, Excel).
1.6. The secretary is guided in his activities by:
- legislative acts of the Russian Federation;
- the Charter of the company, the Internal Labor Regulations, other regulatory acts of the company;
- orders and directives of the management;
- this job description.

2. Duties of the secretary

3. Rights of the secretary

4. Responsibility of the secretary