【正文】 ： □ 少用手勢 □ 行為拘謹(jǐn) □ 臉上表情較少 □ 保守 □ 比較嚴(yán)肅 □ 穿著較正式 □ 較注重事實 □ 較能控制感情的流露 □ 比較重視任務(wù)的達(dá)成，而不講人情 □ 對閑聊、開玩笑、軼聞趣事不感興趣 □ 作決定時較能根據(jù)事實而不是感情用事 □ 懂得時間管理 □ 做事一板一眼，不套私人交情 □ 喜歡用手勢 □ 舉止灑脫 □ 臉上表情豐富 □ 愛玩 □ 隨和、親切 □ 穿著較隨便 □ 表達(dá)情感時較自在，沒有自我防衛(wèi)性 □ 較注重情感 □ 比較重視人情世故，而不是任務(wù)至上 □ 對閑聊、開玩笑、軼聞趣事感興趣 □ 容易受感 情左右 □ 不懂得支配時間 □ 喜歡用套交情的方式管理別人 四、 老板需要什么樣的秘書 了解你的老板 ●個性與處理風(fēng)格 ●男老板與女老板有別 ●不能改變情勢、不能改變別人，只好改變自己 成為一個得力的助手 ● 自動處發(fā) ● 像一個盡職的管家婆 ● 注意細(xì)節(jié) ● 可以 24小時全天候待命 ● 任勞任怨，學(xué)中做、做中學(xué) ● 管理自己、管理老板 辦公室的游戲規(guī)劃 ● 認(rèn)清自己的處境及地位 ● 評估自己的能力和潛力 ● 基本的生存工具 ● 小心別卷入政治斗爭 成功來自信心 ● 對事不對人 ● 恐懼只是藉口而不是理由 ● 寬闊自己的人生道路 ● 享受工作的樂趣 結(jié)語 當(dāng)你還是個小秘書 時，看看大秘書做些什么？ 有一天，你也可以成為大秘書 當(dāng)你還是個大秘書時，看看老板做些什么？ 有一天，你也可以成為老板 五、 應(yīng)對之道實例解析 What to Say to Your Supervisor when… 1. YOU HAVE MADE A MISTAKE Situation Your supervisor is responsible for piling information included in a report that goes to all upperlevel managers in your pany When piling information, you make a mathematical error is discovered after the report has been mailed. 2. YOU ARE GOING TO MISS A DEADLINE Situation: Your supervisor has specifically said that a report must be piled by 5: . Figures from Engineering won’t get in until late Wednesday,and you are so swamped, this will throw your schedule off by two days. ARE CONSTANTLY GIVEN LASTMINUTE PROJECTS Situation: Your supervisor seems oblivious to deadlines. He seems to think that”the”deadline is “his” deadline, and fets that you have to have time to do your part. You constantly receive lastminute and have to kill yourself to bet them finished in a decent manner and on time. You’re willing to walk the extra mile, but this is ridiculous 4. YOUR SUPERVISOR MAKES A STUPID SUGGESTION Situation: Your supervisor has just made the dumbest suggestion you ever heard 5. YOUR SUPERVISOR CRITICIZES YOUR WORK Situation: Your supervisor looks at a report you have worked very hard to prepare. You are quite proud of the work you have done and are very surprised when he says”This is very poorly done. I’m really disappoint5ed 6. YOUR SUPERVISOR’S PERFORMANCE IS AFFECTION YOURS Situation: Your supervisor procrastinates so badly when it es to doing the mail each day, you end up having to work several weekends in a row to catch up. 專業(yè)秘書、助理的形象塑造 講義所刊內(nèi)容，非經(jīng)全友管理顧問有限公司同意，禁止任意翻印、轉(zhuǎn)載為任何形式 專業(yè)秘書、助理的形象塑造 一、 服裝 二、 化妝 三、 儀態(tài) 一、 服裝 持整齊、清潔、上班時的穿著應(yīng)容易工作，適合辦公室的氣氛 下班后的穿著以及換裝的藝術(shù) 長褲 衣服的顏色、質(zhì)料 配件不宜太華麗、或過多 鞋不宜太高 絲襪顏色、備用 二、 化妝 上班應(yīng)淡妝，給人清爽印象 下班后不同妝扮 化妝品的選擇 補(bǔ)妝 指甲不宜過長，指甲油不宜過濃 發(fā)型（適合辦公室的發(fā)型不宜過長或遮住眼睛） （應(yīng)注意清潔頭皮屑） 香水的使用 口香糖及漱口水 三、 儀態(tài) 坐 應(yīng)背靠椅子、挺胸 立 應(yīng)挺胸、手、腳、指頭并攏 走 應(yīng)抬頭、眼睛直視進(jìn)行方向、挺胸、縮腹、以一定的步伐有精神的行走 專業(yè)秘書、助理之禮儀與應(yīng)對技巧 講義所刊內(nèi)容，非經(jīng)全友管理顧問有限公司同意，禁止任意翻印、轉(zhuǎn)載為任何形式 專業(yè)秘書、助理之禮儀與應(yīng)對技巧 一、 接待客戶 二、 坐車禮儀 三、 餐桌禮儀 四、 電話禮儀與應(yīng)對技巧 一、 接待客戶 給人第一印象應(yīng)親切、微笑、誠意，對待所有人一視同仁 不要讓客人等太久（應(yīng)先奉上茶水、報紙雜志） 以右手接名片，左手附上，放在胸部的高度看 引導(dǎo)客人：在客人的二、三步前走，配合客人 步調(diào)。 ● 讓對方結(jié)束，這是一種禮節(jié)。 本文刊于管理雜志 優(yōu)雅的氣質(zhì)，脫谷的裝扮，名字聽起來很剛性，實際上卻很柔性童興聰給親得淋漓盡致?！? 她說，一定要同情上司，這樣每天看到老板才不會覺得厭煩?！蓖c聰就是這樣的態(tài)度守在工作崗位上。童與聰謙虛地說，她只會做秘書，也認(rèn)為這是自己最喜歡的工作。 第三階段：師父 能訓(xùn)練新員，為他人承擔(dān)責(zé)任，并協(xié)調(diào)相關(guān)事物。 事業(yè)發(fā)展的四階段： 第一階段：學(xué)徒 接受他人指示而工作，擔(dān)任一位或多位師父的幫手。更重要的，是不可以忘事，即使是一件小事，也要追蹤，才不失秘書的職責(zé)。 凡事不要太強(qiáng)求，童與聰強(qiáng)調(diào)要做自己能做的事，既然這是自己的工作，就認(rèn)命了，把它做好。因為要如何突破語言的障礙，童與聰認(rèn)為提升認(rèn)同感是很重要的。 摘要記錄： 要注意對方的名字正確寫法，電話號碼。嘴離話筒一寸遠(yuǎn)，用自然的語調(diào)講話，聽筒貼著耳朵，以便聽清楚。 □ 說話較慢、聲音較柔 □ 比較畏縮，即使是在提出要求或 表達(dá)意見時也是如此。公司里因你的存在而一團(tuán)和氣，氣氛融洽，你自然而然會得到上司的信任和喜歡。 回答清 楚，做事明快 回答上司的問題時，或和上司一起討論問題時，說明要清楚、有條理、有見地，表現(xiàn)出你的口才和學(xué)識，不要支吾其詞，模棱兩可，令人無所適從，做事也要明快、干凈利落。 對你的工作具有信心 你要別人對你有信心，先要對自己有信心，要忠實地衡量自己的能力，充實女秘書的各項素養(yǎng)，把你的素養(yǎng)毫不保留地應(yīng)用在工作中。 (3)可作為了解機(jī)關(guān)或公司歷史的參考： 介紹一個機(jī)關(guān)或公司的概況，必須要敘述其沿革，以見其發(fā)展的軌跡與成就，而要真切地了解其沿革，唯有參考其檔案，以獲得正確的資料。 WHAT TO SAY ON THE TELEPHONE WHEN… 1. YOU PLACE SOMEONE ON HOLD Situation A customer is in the middle of a very long story, and your other lines are ringing off the hook. You must place him on hold. 2. YOUR MANAGER IS NOT IN Situation A client calls and your supervisor is not in. He is on vacation for two weeks. 3. YOUR MANAGER IS IN BUT NOT TAKING CALLS Situation: Your manager is behind in his paperwork and instructs you not to take calls for the next four hours. A customer calls and insists on talking with him. 4. THE CALLER REFUSES TO GIVE YOU A NAME Situation: You begin the screening process on a call, and the person refuses to give you his name. You have specific instructions from your supervisor that you are to get the person’s name before transferring calls. 5. YOU MUST KNOW WHY THE PERSON IS CALLING Situation: You have the person’s name, and now must find out why he is calling. 6. THE CALLER SAYS,”YOUR MANAGER HAS THE NUMBER” Situation: You are instructed to get telephone numbers from people when they leave messages. Nine times out of ten, they say,”he has the number.” 7. A CALL HAS NOT BEEN RETURNED Situation: A customer calls and says,”This is the third time I’ve called ’ve been calling for hasn’t he called me back? Are you sure you’re giving him my messages?” CALLER WANTS SOMETHING THAT IS NOT YOUR JOB TO HANDLE Situation: A customer calls and ask you to help him enroll in a seminar your pany is giving thd following week. You have noting to do with the seminar,and know nothing about it. SAY THEY WERE PROMISED SOMETHING WOULD HAPPEN THAT DIDN’T Situation: A customer is calling to plain that a salesman who works for your pany promised that instruction booklets for the product you sell would arrive the day after the contract was singned. The instruction booklets have not arrived, and the customer has been unable to use your product for over a week. 如何提升工作效率與效能 講義所刊內(nèi)容，非經(jīng)全友管理顧問有限公司同意，禁止任意翻印、轉(zhuǎn)載為任何形式