Etiquette of written and oral business speech

1. Plan
Introduction 3
1. Etiquette of oral business speech of a secretary. 4
1.1. Secretary's business communication culture.4
1.2. Basic ethical requirements for conducting telephone conversations. 8
1.3. The tasks of the secretary are in preparing various meetings. 10
1.4. What is the role of the secretary in organizing the reception of visitors. 13
2. Etiquette of written business speech of a secretary. 16
2.1. Ethical requirements for writing a business letter. 16
2.2. Etiquette of written address and wording of a business letter. 18
2.3. How to issue a telegram, teletype, telephone message, fax. 21
Conclusion 24
Literature 25
Introduction
In the modern era, many new professions are emerging that require a person to comply with today's day. The secretarial profession has existed for a long time. But now it has acquired a completely different meaning. A person who has devoted himself to this profession must have a broad outlook, a whole range of business and personal qualities related to the specifics of secretarial work.
Professional ethics has long been called codes of conduct that ensure the moral nature of those relationships between people that arise from their professional activities.
A modern secretary should know: regulations and instructions for documentation support, management of the enterprise, its divisions. He must have a perfect knowledge of typewriting, working on a personal computer, the rules of spelling and punctuation, the order of material when printing various documents, the standards of a unified system of organizational and administrative documentation, and much more.
But most importantly, he must have the etiquette skills of written and oral business speech. It is these skills that we will focus on in this work.

1. Etiquette of oral business speech of a secretary.
1.1. Secretary's business communication culture.
Important indicators of a secretary's communication culture are politeness, correctness, and goodwill. The secretary must master facial expressions, voice intonations, and gestures. Delicacy, courtesy in relations with visitors and employees, a certain amount of artistry - all this ensures the successful work of a secretary.
The secretary needs to know the rules of greeting. When a visitor appears in the reception area, the secretary should greet him and offer him a seat. At the first meeting with a manager, a senior official, or when receiving an honored guest of the organization, the secretary must stand up and say hello. If you need to shake hands, you should get up from the table, go out to the visitor and offer your hand (a woman is allowed not to shake hands if she does not want to do this).
If the secretary sees the visitor for the first time, he must identify himself. After this, the secretary asks what the visitor’s name is and what issue he came for. It is necessary to observe tact, use only polite forms of address, and be friendly.
Respect for people should become a daily norm of behavior and a habitual way of communicating with others. This is the profession of a secretary.
When receiving visitors, the secretary should not conduct personal conversations over the phone, and should also refrain from conversations that reveal official secrets and not gossip.
When a visitor arrives, the secretary must finish the typewritten line or telephone conversation. You should stop reading any documents and focus on the visitor.
The secretary must remember that formal communication, when there is no desire to understand and take into account the personality characteristics of the interlocutor, when the usual set of “masks” (feigned politeness, excessive severity, irony, superiority, indifference, etc.) is used, the visitor acutely feels his own sensations constitute an impression of the organization as a whole.
An important form of communication between the secretary and assistant secretary and visitors is conversation.
The secretary has to conduct a business conversation with people of different ages, social status and type of nervous system. The key to a successful conversation is competence, tact, goodwill, and the desire to quickly solve the problem or provide assistance in solving it. The secretary must assess the psychological state of the interlocutor, get an idea of ​​the essence of the problem, and give the visitor the opportunity to speak. The more detailed and thorough the question is stated, the greater the opportunity to find the right solution.
It is important to be able to ask questions to the visitor and especially listen to him.
The tone of the conversation should be neutral. You cannot start a conversation with a refusal and an assertion that it is impossible to resolve the issue. As a rule, this causes a negative reaction and leads to a conflict situation. Even if the answer is negative, the secretary must tactfully and kindly lead the interlocutor to this conclusion and convincingly show the impossibility of a positive solution. During a conversation, you should not interrupt the visitor, engage in extraneous matters, or interrupt the conversation with telephone conversations. If the telephone rings, then, depending on the type of conversation, the secretary picks up the phone and reschedules the telephone call to a convenient time, or asks for an apology from the visitor and briefly conducts the telephone conversation.
The secretary's business communication is not limited to contact with visitors. The most important place in his work is occupied by the relationship between the manager and the secretary.
Essentially, the secretary performs the functions of the first assistant to the manager, helps him in planning working time, in carrying out planned activities, relieves him from performing minor technical work, and filters the flow of correspondence, telephone calls and visitors.
The work of a secretary in an organization begins with an introductory conversation and briefing by the manager. The manager must tell the secretary in detail about his work methods, usual routine, personal habits, formulate the basic requirements that he will make of the secretary, and find out the secretary’s qualifications. It is not possible to establish the necessary business contact between the manager and the secretary right away; it requires the test of time and teamwork.
J. Harrison, a major specialist in the field of management and labor organization, names the following qualities required for a secretary:
1. The secretary should not make mistakes in documents and thereby free the manager from the need to check each document. The secretary must prove to the manager that he can work independently.
2. When talking on the phone, the secretary must be able to tactfully answer any question, and the manager must trust his secretary to resolve issues that are considered confidential in the office.
3. The secretary must be able to select for the manager the most important facts contained in reports and journals in order to relieve him of the need to study the materials in detail.
4. The secretary must understand that in case of urgent work he needs to stay after the end of the working day.
5. The secretary must clearly understand his responsibilities and level of competence when independently resolving issues in the absence of the manager, and the manager must, in turn, be confident that the secretary will cope with the work that may arise in his absence.
6. The manager must constantly inform the secretary about all his affairs so that she can help him as much as possible.
7. A leader must be able to admit his mistakes and apologize when he is wrong.
8. The manager should rely on the punctuality of the secretary, and the secretary should know that the manager can sometimes be unpunctual.
9. Both parties need a sense of humor.
10. The behavior of the secretary and the effectiveness of his work are an example for all employees.
11. The secretary should monitor events in the personal life of the manager, for example, take care of flowers for special occasions, greeting cards, etc.
In order for the manager-secretary relationship to develop successfully, joint work should be coordinated and work regulations established. In this case, the specific operating conditions of the enterprise, the identity of the manager and the secretary must be taken into account: the time of arrival at work, the report on received correspondence and current affairs, the time of both
daily break, reception of visitors, time of leaving work.
A good secretary must tactfully show attention to the manager and respectfully care for him. The secretary must be loyal to the manager's shortcomings and, if possible, compensate for them with his work.
One of the main tasks of a secretary is the ability to act as a mediator between the manager and employees. He must make every effort to create favorable business relationships between the manager and other employees. Knowing the working hours and character of the manager, the secretary can assist employees in organizing a reception with their manager, help draw up this or that document, satisfy a personal request, etc.
In the practice of working as a secretary, there are often cases when the secretary has to smooth out conflicts that arise between managers and employees. Here, a lot depends on the flexibility of the secretary’s behavior in difficult situations and the ability to control his emotions.
The secretary sometimes has to speak on behalf of the manager. It is very important to be able to politely and clearly give the necessary instructions and monitor their implementation. At the same time, familiar relations with employees, manifestations of arrogance, bureaucracy or indifference are unacceptable.
It is important for the secretary to establish good business contacts with the secretaries of various divisions of his enterprise, as well as higher and subordinate organizations.
1.2. Basic ethical requirements for conducting telephone conversations.
The secretary spends a significant amount of time during the working day on telephone conversations. Thanks to the telephone, the efficiency of decision-making increases, there is no need for correspondence, traveling to another organization, etc. The secretary’s responsibilities include receiving telephone calls, answering subscribers, filtering calls and, if necessary, connecting the manager with the subscriber. The secretary's task is to free the manager from challenges that can be decided by a responsible employee of the organization.
If we talk about the ethics of telephone communication, we must adhere to the following:
- speak only to the point, about the most important things, without unnecessary details, briefly;
- be polite: friendly tone, use of polite forms of communication, clear diction;
- be self-possessed: conduct the conversation patiently, without emotions, calmly;
- you cannot transmit confidential information over the phone;
- It is unacceptable to use the office phone to talk about personal matters, especially in the presence of visitors.
You can call an employee's home phone on official matters only in case of urgent need.
The basic rules for conducting telephone conversations when calling a secretary can be summarized as follows. Immediately pick up the phone, name the organization, introduce yourself, pause, giving the caller time to introduce himself. Then, answering the greeting with the words “Good afternoon”, “Hello”, find out the question for which the subscriber is calling.
It is important for the secretary to have a clear idea of ​​when and on what issues to contact the manager. When receiving a telephone call, the secretary must, by naming the organization and himself, correctly find out what issue the subscriber is calling about, who he is, and assess the urgency of the conversation. Knowing the distribution of job responsibilities among employees, the secretary can correctly redirect the call to an employee competent in resolving the issue.
In the event that the secretary forwards a telephone call to another employee, the subscriber should provide the last name, first name, patronymic of this employee, his position and telephone number.
If it becomes necessary to answer the subscriber to make inquiries and move away from the phone to search for relevant information, you need to warn the subscriber about this. If it is not possible to find the necessary information, you should tell the subscriber the exact time when he can call back.
It is unacceptable to hang up, letting the subscriber know that you are busy, so that the subscriber does not call again. This “reception” indicates a low culture of the secretary. The correct answer would be: “Sorry, there is a meeting in progress. Please call in 20 minutes.”
No telephone call should go through to the manager without going through the secretary (except in specified cases). Before connecting the manager with the subscriber, the secretary must tell him the subscriber, his position and organization, last name, first name, patronymic and the question for which he is calling. If the secretary kept a record of the preliminary conversation, then you can put it in front of the manager or verbally state the essence of the issue.
In cases where the secretary calls, you must adhere to the following:
1. Prepare all the necessary documents that may be required during the conversation. Specify the last name, first name, patronymic, and position of the desired subscriber to avoid distortion.
2. Having dialed the subscriber’s number and received an answer, you should identify yourself and the last name of the employee you need. If the secretary does not have this data, you should ask the employee dealing with the relevant issue to call.
During a long-distance telephone call, you need to name the city from which you are calling, then yourself, the position of your manager and the name of the institution.
After mutual introductions, the reason for the need for conversation should be stated. You can start it with the words: “I have been instructed...”, “We are forced to appeal,” and then state the essence of the issue.
If the conversation must be conducted by the manager, the phone switches to his device.
When transmitting a telephone message, after the presentation they say: “Accept the telephone message” - and give the interlocutor time to prepare everything necessary for the recording.
The final words of telephone conversations depend on their outcome. In accordance with the rules of good manners, at the end of a telephone conversation, a man hangs up the phone only after the woman has hung it up, and a subordinate - after his superior. In any case, redundancy of final remarks is undesirable.
1.3. The tasks of the secretary are in preparing various meetings.
In each organization, various kinds of meetings, sessions, conferences, etc. are held to resolve issues that require collegial discussion.
Often, due to poor organization and preparation of meetings, they are unjustifiably delayed and are ineffective.
Most major meetings are held in organizations according to a plan, which is mandatory for the secretary and makes it possible to think in advance about a set of measures for their preparation.
If a manager is invited to a meeting with a high-ranking manager, then the secretary must prepare the necessary documents for him in advance, print the text of the report, promptly remind the manager about the date, place and hour of the meeting, and its duration.
The secretary's responsibilities for preparing an operational meeting, which is usually held on a certain day of the week or every day at the beginning of the working day, include notifying participants, monitoring their timely attendance, finding out and reporting to the manager about the reasons for the absence of no-show employees. If for some reason a situation arises that requires immediate involvement of the manager, the secretary should write down the incoming information, enter the office, trying not to distract the attention of those present, submit a note to the manager and wait for his instructions. During the meeting, the secretary should under no circumstances be absent from the reception area, since at any moment the meeting participants may need his help.
For scheduled meetings and sessions with a large number of participants, preparation begins 1.5-2 weeks before it takes place. Together with the head, the secretary clarifies the date, place and time of the meeting, its agenda, composition of participants, speakers, and also clarifies the need to involve various services of the institution in preparing the meeting.
The next stage is notifying meeting participants. The secretary, together with the manager, draws up the text of the telephone message and invitation.
1-1.5 hours before the start of the meeting, the secretary prepares for the members of the presidium a folder with meeting materials, blank paper, simple and colored pencils
(red), paper clips, adhesive tape, rulers, a carafe of clean water and a glass (for speakers) or mineral water, etc.
Registration of participants begins 30 minutes before the start of the meeting.
If invited guests have arrived at the meeting, they should be led into the hall and seated in the front rows. The rest of the meeting participants are placed randomly.
The place of the head is in the middle of the presidium table, the other members of the presidium are placed in accordance with the rank of positions held, places of honor are to the right and left of the head. They are provided primarily to women participants in the meeting.
The stenographer’s workplace should be set up so that she can clearly hear the speakers’ speech.
If the secretary does not take part in the meeting, then he is on duty at the telephone. Before the start of the meeting, during breaks and after closing, the secretary should enter the room to provide assistance to participants if required.
If the secretary takes part in a meeting, then his responsibilities include: distributing materials to meeting participants, selecting materials and documents for the manager; notification to the manager about latecomers; a message to the manager about meeting participants who ask to speak; warning about break time. The secretary may be tasked with keeping minutes of the meeting.
At the end of the meeting, the secretary must correct the text with the leader and speakers, collect the texts of reports and speeches, and clarify with the leader the list of persons and institutions to which the meeting materials will be sent.
It usually takes 2-3 days to complete the minutes of the meeting. The secretary prints the protocol and transmits it to its destination. Under the personal control of the secretary
There are also solutions to such issues as the reproduction of materials for distribution and the processing of meeting transcripts.
At the direction of the manager, the secretary reports the results of the meeting to those persons who were not present at it, but who need to know about its results.
For small meetings, the secretary's responsibilities may include serving the desk with refreshments and glasses. Ashtrays and other smoking accessories should not be provided for meeting participants.
1.4. What is the role of the secretary in organizing the reception of visitors.
Reception of visitors can be divided into three types:
reception of employees of your institution on current affairs; reception of representatives of other organizations, including delegations; receiving visitors on personal matters.
The secretary is obliged to ensure that a sign is posted on the doors of the reception area indicating the days and times of reception of visitors; keep records of visitors and monitor the implementation of decisions made during reception; monitor the appointment order and conversation time.
It is better to make an appointment in advance by making appropriate entries in the visitor reception log.
The secretary must remember that a visitor of any rank, without exception, can enter the manager’s office only after the secretary’s report. The secretary reports personally on representatives of higher organizations. Having asked the visitor to wait, he enters the manager’s office and reports the visitor waiting to be seen. In this case, it is advisable to state the last name, first name, patronymic, position of the visitor and the issue for which he arrived. The secretary can report to the manager about the visitor using an intercom and, having received consent to receive him, invites the visitor to go into the office. It is unacceptable to invite a visitor to the manager’s office wearing outerwear.
If a visitor comes without a prior agreement, the secretary has the right to independently decide whether to report him to the manager immediately or make an appointment.
In case of refusal, the secretary tells the visitor the exact date and time when he will be received.
When organizing a reception for employees of his institution on current issues, the secretary is obliged to:
know the circle of persons who have access to the manager at any time and let them through without hindrance;
inform all employees of the institution about reception hours on current issues;
determine the duration of the visit and warn the visitor about it;
inform the manager about the visitor using an intercom or telephone.
Often, visitors go to see the manager with a question that can be resolved by another employee. The secretary must know the distribution of responsibilities between the management staff of the institution in order to direct the visitor to the employee competent in resolving a particular issue.
When organizing the reception of seconded workers and enterprises, the secretary is obliged to:
find out the issue for which the visitor arrived;
mark the travel document;
provide assistance in selecting the necessary materials;
find out whether the seconded specialist is provided with a hotel; if not, then help in resolving this issue, explain the most convenient transport route from the hotel to the institution.
If a delegation arrives at the reception, care should be taken in advance to allocate an employee of the organization who will accompany the delegation. If a foreign delegation arrives, care should be taken to provide an interpreter and souvenirs for members of the delegation.
If necessary, at the request of the manager, the secretary must be able to prepare and serve tea or coffee to the manager and the visitor (members of the delegation).
You must not allow your appointment to be interrupted for unjustifiable reasons. If the manager to whom the visitor was invited is absent, it is necessary for the visitor to be received by another competent employee. In such a situation, the secretary must apologize for the absence of the manager and explain the reason for his absence.
The secretary should pay special attention to the organization of the manager's reception of visitors on personal matters. The manager usually sets aside certain days for this type of reception.
During all types of receptions, the secretary himself receives all telephone calls and forwards issues that require immediate resolution to the deputy managers. Employees who are not related to the reception on personal matters should not be allowed into the manager’s office during the reception.
At the end of the conversation and after making a decision, the manager writes down himself or instructs the secretary to record the results of the conversation in the appropriate accounting forms. The secretary monitors the implementation of decisions made by the manager.
2. Etiquette of written business speech of a secretary.
2.1. Ethical requirements for writing a business letter.
The beginning of the text is located under the header details. It is subject to a number of requirements, namely: clarity, brevity, accuracy, precaution and politeness.
Clarity. You should not use vague formulations, in particular, such emotionally charged ones, such as: “The walls at the entrance to the house will be luxuriously decorated.” In this case, you should indicate which materials will be used. There is no need to write: “Our representative is heading to you to meet with you as soon as possible,” but rather record the exact date of the visit. Clarity of writing comes from clarity of thought and clarity of formulation. Any correspondence should be written in good clerical language. The use of foreign words, even very familiar ones, is not recommended, as it can lead to errors in understanding.
Brevity. A commercial letter should be short and concise so that the addressee, after skimming his eyes, can quickly make the right decision. A commercial letter is a working tool, nothing more.
Accuracy. Commitment to truth in business relationships is an absolute necessity. Inaccuracy, especially lies, can lead to loss of client trust. There is no need to declare, for example, that the goods delivered are of the highest quality, while the quality is ordinary. This will only cause mistrust in the client. Do not write: “In response to your last letter,” but “In response to your letter of July 14th” or “of the 14th of the current month,” because the company you are writing to may have sent another letter during this interval that you haven't received it yet. Do not say: “Our terms are the same as for your previous orders under the same article,” since by doing this you are forcing the reader to refer to previous correspondence. In this case, it is better, on the contrary, to repeat the conditions of the same text, indicating, if this is true, that they have not changed.
Precaution. The letter writer should not give a weapon to an opponent or potential opponent, since business and competition in it are often very harsh. When presenting the essence of the issue, he should avoid mentioning the current state of affairs of the company. For example, he should not reveal the latest actual prices for his goods, but only the basic prices that he wants to talk about. This is not a lack of sincerity, it is a tactical move. Every employee, before finalizing a letter, must make sure that it is consistent with the overall strategy of the company. Moreover, he must take all precautions to protect himself from a possible lawsuit, consulting, for example, with the legal service of the enterprise. Thus, he will refrain from promising to pay on a certain date if he is not sure that he can fulfill this obligation. He will also not promise to deliver the goods by a specific date when the goods are still at the manufacturing stage and, therefore, cannot be absolutely sure that the stipulated deadline will be met.
Politeness. If your correspondent's position annoys you, don't try to show it: he may be offended. If your business partner hesitates to respond to an urgent letter, do not accuse him of malicious intent. You may have entered his address inaccurately and the letter may be returned to you by mail. Write the letter a second time, politely apologizing that you may have got the address wrong. To show your sincere trust and affection, send a photocopy of your previous letter. If you still suspect your correspondent of unwillingness to respond, send him a registered letter with acknowledgment of receipt. It may be better in this situation to send a more persistent letter, but without violating the rules of politeness.
2.2. Etiquette of written address and wording of a business letter.
The nature of the appeal is chosen taking into account two points:
- who is the recipient of the letter;
- what type of relationship is maintained with him. You should follow two simple rules:
- when you hesitate and don’t know how to address yourself, then using the address “Mr” or “Madam” is always correct and in any case preferable to a mistake;
- when a person has several positions, the most important one is chosen.
If you want to use generally accepted addresses, then a man writing to another man can address him with the words “Dear Mr. X (last name)” or “Dear ... (first and patronymic)” if he knows him well. A man writing to a woman may address himself as “Mrs. X (last name).” You should never use simply “Mr” or “Dear Mr. X (surname)”, nor simply “Madam” or “Dear Mrs. X”.
Further, when considering addresses used in commercial correspondence, attention should be paid to the fact that if the recipient has an important position, this must be emphasized, for example: “Mr. Minister”, “Mr. President”. Notaries, attorneys, famous actors and artists in France are addressed as “maître”, which means “master”, “teacher”, “teacher”, “mentor”, i.e. someone highly respected. The words "madam" and "mister" are never abbreviated when addressed.
The office management service often deals with letters that are very similar in content. In this case, several standard phrases are used, which are always the same in all letters. They can be combined into three groups:
- wording to start the letter;
- wording reflecting the content of the letter;
- politeness formulas.
Let's give a few examples for each group. wording to start a letter.
To confirm receipt:
"We confirm receipt of your letter from...";
“Your letter from... has been received by us”;
"We appreciate your interest expressed in the letter from...".
To confirm something:
“We informed you with our letter from...”;
“In continuation of our telephone conversation...”;
"We once again confirm our letter, in which..."
To place an order:
“Could you please send to our address as soon as possible...”;
"Please confirm receipt of the notification...";
"We ask you to accept the next order...".
To respond to an order:
"We accept the terms proposed in your letter of...";
“In response to your letter from... we are sending you an attachment...”;
"Thank you for receiving your order from..."
wording reflecting the contents of the letter:
"Could you please tell me...";
"You will oblige us if you indicate...".
To request payment:
“Analysis of your account shows that you still owe an amount in the amount of...”;
"To avoid a possible mistake, we remind you that our account..."
To transfer money:
“You will find attached herewith a bank check (or postal order) for No. ... in the amount of ... francs, and we would be grateful for your confirmation of its receipt";
"In addition to your account, please accept...";
“In addition to your bank statement dated... we have transferred to your account No.... bank... an amount in the amount of...”
To find out a mistake, apologize, refuse:
"We're sorry about the error...";
"We regret to inform you..."
Among the most commonly used concluding politeness phrases in business letters are the following:
“With deep respect” is a standard formulation used in relation to unknown persons;
“With best wishes” is a more familiar formulation, used between equals, as well as when addressing a superior to a inferior;
“Devoted to you” is the wording used when a supplier addresses a client, or an employee addresses an employer;
“With respect” - when a younger person addresses an older one;
“With deep respect” - used in solemn letters to a senior official, minister, etc.
Sometimes they write shorter phrases, such as: “Sincerely yours.” Such wording is used in letters that are impersonal, for example in orders.
Protocol formulations. Here are a few greetings used in the international clerical language:
for the minister (prime minister): “Please accept, Mr. Minister (prime minister), the assurances of my sincere respect”;
for a senator (deputy): “Please accept, Mr. Senator, the assurances of my sincere respect”;
for the head of the department: “Please accept, Mr.... (full name), assurances of my deep respect”;
for the deputy head of the department: “Please accept, Mr.... (full name), assurances of my sincere respect.”
Signature. This detail is usually located under the text in the lower right corner; its components are located one below the other (in a column):
first the position, then 5-7 intervals for the signature itself and, finally, decoding the signature, i.e. the initial of the name in one capital letter and the full surname also in capital letters. Thus, the “Signature” attribute looks like this:
Director (Signed) S. MORAN
2.3. Drawing up telegrams, teletype messages, telephone messages, faxes.
Telegram and teletypegram are documents separated into a separate group in connection with the method of transmitting their text by telegraph, teletype, or telephone.
Telegrams come in different categories: government, urgent, out of category (simple); power of attorney telegrams, etc. A type of telegram are photo telegrams, intended mainly for transmitting technical information (drawings, diagrams).
Teletype messages are telegrams transmitted via teletype (individual telegraph).
Telegrams and teletype messages are usually printed on special forms. The telegram address is shorter than the postal address and is often conditional (for example:
ROSTOV-DON ALMAZ). The text of the documents is extremely short (“telegraphic language”) - without conjunctions, prepositions, or punctuation marks. If necessary, abbreviations such as: TCHK-dot, ZPT-comma, etc. are used. Corrections in the text are not allowed. Numbers and figures are usually written in words. The text of the telegram is certified by the seal of the organization.
Details of telegrams and teletypewriters are printed in capital letters from the left margin (zero position of the tabulator). The address of the sending organization is printed in lowercase letters (except for capital letters) under the horizontal line separating the address from the text.
Example of a telegram:
URGENT
ROSTOV-DON INTEGRAL
PRODUCT TESTING IS DELAYED BY ABSENCE
ACCESSORIES
EXTEND YOUR BUSINESS TRIP FOR TWO WEEKS
HEAD OF QUALITY CENTER IVANOV
Bryansk, Rechnaya, 40
Head of Quality Control Department (personal signature) I. O. Last name
00.00.0000
seal
To transmit operational information, telephone messages are used - official messages transmitted by telephone.
The required details of a telephone message are: names of institutions of the sender and addressee; details “from” and “to” indicating the position, surname, first name and patronymic of officials; number, date and time of transmission and reception of telephone messages; positions and surnames of the person who transmitted and received the telephone message; phone numbers; text and signature.
The telephone message must have a heading; it is drawn up in accordance with GOST R 6.30-97 as for an official letter, i.e. it is expressed in the prepositional case with the preposition “about” or “about” (for example: “On changing the time of Council meetings”; “On the arrival seminar participants").
In general, telephone messages are written in “telegraphic language,” that is, briefly, precisely, in simple sentences. In the first part of the telephone message, the facts that prompted the telephone message are stated, in the second - the actions taken. Telephone messages are presented in the first person. For example: “We remind you that the contract is about to expire.” The telephone message should not exceed 50 words.
It is desirable that institutions have special forms for incoming and outgoing telephone messages. The following form is recommended:
TELEPHONOGRAM
TEXT
Addressee ________________ Addressee ______________________
(name of institution) (name of institution)
FROM ________________ FROM WHOM ____________________
(position, full name) (position, full name)
transmission time _hour _min transmission time _hour _min
Transmitted by________________ Received_____________________
(last name) (last name)
Phone number _________ Phone number ________
Heading Heading
(signature)
On forms for incoming telephone messages, the “addressee” detail must be printed, and on forms for outgoing telephone messages, the “addressee” detail must be printed.
Fax is a very common method of transmitting information. It is convenient because at the speed of a telephone message you can transmit the original text with all its features. Any document in A4 format can be sent by fax. There are no special requirements for the document being transferred, but the text must be understandable and have all the necessary details. The fax layout is shown below.
NAME Addressee:
ORGANIZATIONS Position
Last name I.O.
00.00.0000 Phone no._____
Fax-------
To No. __ from __
Title to text 1
TEXT
Position (signature) I.O. Last name
Conclusion
Summarizing all of the above, we can say that professional etiquette is a set of rules of behavior relating to the external manifestation of attitude towards people (dealing with others, forms of communication and greetings, ethical culture of oral and written business speech).
The latter is especially important. Since in our time, an enterprise and institution is assessed by partners on the quality of the design of the business correspondence they send and the ethical culture of communication between the employees of this institution, enterprise, or firm.
The time has come when knowledge of office work and ethics of business communication for executives at any level, managers, secretaries, and various specialists have become an integral sign of professionalism.
It is important not only to have the etiquette of professional oral communication, but also to observe the etiquette of composing, formatting, sending business letters, telegrams and other work correspondence.
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Romanov A.A. Grammar of business conversations. Tver, 1995.
Dictionary of ethics. Edited by I.S.Kon. M., 1983.
Handbook of business correspondence. M., 1996.
Feller M.D., Poltorak Yu.L. Drawing up texts of production documents. M., 1990.
Sheinov V.P. Psychology and ethics of business contact. M., 1996.
Yager D. Business etiquette: how to survive and succeed in the world of business. M., 1994.
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Many people were looking for her and asking for her. And someone especially smart said that there are no such instructions.
And so I took it and wrote it.
Now I want to share it with everyone, maybe it will be useful for someone!

STANDARD FOR TELEPHONE COMMUNICATION FOR A RECEPTION SECRETARY

Any person who has called our company at least once will tell his colleagues and acquaintances how he was treated. Thus, he will be the bearer of our reputation, whether you like it or not.

Do you know the difference between a secretary and a secretary? The secretary, when asked to invite Mr. N to the phone, will never say: “Why do you need him?” or “He’s missing.” Colloquial speech, as well as strong emotions, are not accepted in business.

It only takes 4-6 seconds to make a first impression over the phone. Therefore, it is better to master professional telephone communication techniques than to lose clients and close your company’s path to advancement. A positive telephone image of the company, firstly, is necessary for the company itself - to attract customers, develop business, create and maintain its reputation in the market. Secondly, clients need it to feel respected and important. And finally, secretaries themselves need to create a positive telephone image in order to confirm and improve their professionalism and earn the appreciation of clients, colleagues and management.

Basic rules for telephone conversations

1. When to answer the phone?
The answer must be no later than 3 rings of the telephone.

2. Greeting technique.
Unionlinks Group of Companies, Daria, good afternoon.

3. How to get the name of the caller if he (she) did not introduce himself?
Listen to the caller's initial sentences without interrupting. After the first pause, politely ask the question: “Excuse me, may I know your name?”

4. How to control a call without offending the client?
4.1. When contacting, use only your first and middle names. If you want to interrupt a caller, always start with the phrase “Sorry to interrupt you” or similar, and immediately ask a clarifying question that interests you. Don't start with a statement.
4.2. During a conversation, you need to carefully monitor your diction. Words must be pronounced clearly and distinctly to avoid repeating questions. Names, titles and numbers require special attention.
The conversation should be conducted in a friendly, calm tone, not quickly, but not too slowly. Consider the professional level of the interlocutor. Follow the logic of your statements, give reasons, but without dissatisfaction and aggression.
4.3. Never, in any situation, insult or offend the caller, be polite, helpful, tactful and delicate with him. Don't lose your composure, transfer the call to another secretary or conduct the conversation even softer.
4.4. Smile when you answer the phone. Even if he or she cannot see your smile, the person calling you will feel that you are genuinely interested in their call.
4.5. If you receive a call by mistake, do not lose your composure, simply answer: “You are mistaken” - do not hang up the phone irritably.

5. How to maintain a calling style if the caller wants to talk to another employee or your boss?
Never ask “Who is speaking?” Use a softer phrase: “How should I introduce you to Mr. Petrov?” If the caller refuses to do this, don't lose your temper and don't take it personally. Transfer the call and explain the situation.

IMPORTANT!
Calls addressed to the director are given priority. Do not leave a client calling the director on line. It is wrong to tell a client calling the director “Connecting”, and then find out about his absence and say “he is not there.” If the director is not at work, you should clarify what issue the call is about, which of the deputies can the call be forwarded, or what information can be conveyed?

6. How to put a caller on hold?
Explain the reason for placing on hold. Ask permission. Get permission. Thank the caller.
Example: “Excuse me, I have a call on the line, please wait,” Answer: “Okay” Secretary: “Thank you”
If the wait is prolonged, return to the calling client every 40 seconds.

7. How to transfer a call?
Example:
Secretary: “How should I introduce you to Mr. Petrov?”
Client: “Ivanov Alexander Petrovich”
Secretary: “Just a minute, I’ll connect.”

Hold the line until the third party picks up. If the wait is prolonged, return to the caller every 40 seconds.

8. When connecting to an employee of our company, either on an office or mobile phone, the secretary provides the following information:
1. Last name, first name of the person calling
2. What company does this person represent?
3. What issue is this person calling about?

9. How to receive a message for an absent employee?
The initial phrase after introducing and recording the fact that the required employee is absent: “Unfortunately...... not at the workplace right now. You can leave a message for him. May I know your name and the organization you represent?" Obtain the following information from the caller and write it down immediately:
- name of the organization (if necessary);
- telephone;
- convenient time for a return call;
- subject of the original call.

If a client has an important call, connect the caller to the direct boss of the absent manager or specify which of the absent manager’s other colleagues the caller wants to speak with; during the switching, you need to inform the caller which department or employee he is being switched to.

After you hang up, write an email to the absent manager with the subject line “Called.” In the body of the letter, indicate who called, from what organization, on what issue, and what they asked to convey.

10. Phrases that should not be used.
I don't know
we can't do this
you must….
wait a second, I'll be back soon
No
It’s better to say: “I’ll clarify this for you.”
Or “It may take two or three minutes to find the information you need. Can you wait?"

11. How to end a call?
After the end of the conversation, you need to say goodbye to the client and wait until he hangs up first (whoever started the conversation first should finish). According to the rules of telephone etiquette, in the event of a disconnection, the call initiator calls back.
Use a phrase like: “Thanks for calling. All the best".

The secretary is the face of the company. This is the first person that people encounter when they come to a particular organization. The impression the assistant manager makes depends on the impression of the company as a whole. Employees of the company should not be ashamed of their “face”. Therefore, a competent office manager is a storehouse of knowledge, as well as the very embodiment of politeness, correctness, goodwill and style.

Perhaps we should start with what a secretary should know and be able to do. All these rules are set out in the qualification characteristics, the standard of which we will briefly consider.

It is no secret that the secretary is the “right hand” of the manager; accordingly, his duties include performing functions to service the work of the head of the enterprise and helping to plan the manager’s working day. Receive information necessary for the manager from departments or performers, and call employees on his instructions. Organize telephone conversations with the manager, record received messages in his absence and bring their contents to the attention of the manager. And carry out other instructions from management.

Of course, the director’s “right hand” must know about everything that is happening in the company, as well as the direction of the company’s activities, job responsibilities and competencies of employees. Well, like any competent office employee, a secretary needs to know the rules of spelling and punctuation, the rules for operating office equipment, the standards of a unified system of organizational and administrative documentation, the foreign language of clients and partners, human psychology and the laws of effective communication, office etiquette and much more.

A competent secretary is a storehouse of knowledge, as well as the very embodiment of politeness, correctness and goodwill, because the most important task of a secretary is to receive visitors who, based on his external and internal world, make a general impression of the entire company.

Thus, so that the company’s employees are not ashamed of their “face,” the secretary must master his facial expressions, voice intonations, and gestures. Delicacy, courtesy in relations with visitors and employees, a certain amount of artistry - all this ensures the successful work of a secretary.

A visitor entering the office reception area will be told a lot by the words of greeting and the demeanor of the secretary who greets him. So, when a guest appears in the reception area, the secretary should stand up to meet him and be the first to start a conversation. At the same time, the secretary’s speech should not include words such as: “How can I be useful to you?”, “How can I help you?” Such phrases are more suitable for service personnel (waiter, cloakroom attendant, doorman, etc.), but not for the face of the company.

When meeting a visitor, the secretary should pleasantly introduce himself: “Good afternoon, I am the secretary of director Valentin Ivanov.” (In no case is Valya!) You should start the conversation with these same words when answering a phone call.

It is necessary to be interested in people who come to the office, and even more so who are waiting to receive management, but in no case should you try to interest everyone who comes in with your personality - this is more than important for a secretary.

The secretary should be a good listener who will not interrupt to talk about himself, but will ask relevant questions that the person (visitor or manager) will be pleased to answer.

The secretary should not get irritated over trifles. It is known that mental abilities are not evenly divided between people. And especially because of this, there is no need to subject colleagues and visitors to the company to even the slightest criticism. Criticism in this regard is useless because it often causes offense. Compassion for others, tolerance and kindness are qualities that will be highly valued by employees.

An important part of the image is speech. It is she who is an indicator of our intelligence. The words we speak tell the discerning listener about the society in which we move and indicate the level of our education and culture.

Of course, for the face of the company, special attention should be paid to its appearance. You should move calmly and confidently. There is no need to rush so as not to look frightened and servile. Haste indicates more than just nervousness. Doubts arise about the competence and status of the secretary. Movements should indicate that the person is confident in himself and in the information that they intend to convey.

The secretary's appearance shapes the opinion of the institution as a whole. The secretary's appearance should be carefully thought out, modern and neat.

Business professionals prefer loose-fitting jackets, but not fitted ones. Also keep in mind that a short jacket makes your figure taller and slimmer, while a long jacket shortens your height. The length of the sleeves is no less than three quarters. The choice of collar and lapels depends on the shape of the face: rounded necklines and collars add weight, while pointed necklines hide the roundness of the face. A straight skirt is considered the most suitable; narrow skirts are unacceptable. Slits are not prohibited, but while they add some flirtatiousness to the outfit, they do not always help you climb the career ladder. The length of the skirt is determined independently, but the hem when the girl is sitting should not be higher than the middle of the knee.

Many secretaries prefer black suits, which really create an impression of solidity and formality. But black is a very dangerous color: not only does it have a depressing effect on the psyche, it is very intense, and therefore drowns out the entire image.

Bright colors, as well as brown, are also not recommended for office suits (this is due to the traditions of the business world). In addition, experts advise moving away from white blouses and giving preference to pastel colors (lunar, pearl, grease, cream, pale lemon, champagne, cool shades of blue).

The secretary's business image is complemented by flesh-colored stockings (black stockings are acceptable only in social life), pumps with 4-5 cm heels. Low-cut shoes, boots and sandals are prohibited in the office. The “laws of the genre” also require that the color of the shoes should always be darker than the skirt; White shoes are completely excluded.

The hairstyle should be elegant and discreet. Hairstyles in the style of a “girl running from a thunderstorm”, loose hair below the shoulders are suitable only for social life, and in the office the hairstyle should have a closed contour. Only natural hair colors are acceptable, and not playful colors suitable for discos and youth parties.

Of course, heavy makeup is unacceptable in the office, as it only distracts attention and reduces the expressiveness of the eyes. An equally important component of your image is well-groomed hands. The best nail shape is a natural oval. Colored nail polish can be used by businesswomen involved in the modeling and cosmetics business. “Prohibitions” also include jewelry with shiny stones, depicting symbols and emblems (crosses, zodiac signs, hearts).

The secretary's workplace must meet all the requirements that ensure maximum convenience in work, minimal effort and time spent on unproductive movements. One of the main requirements that a secretary must strictly fulfill is exceptional order and cleanliness both in the workplace and in the reception area.

The secretary's task is to do everything necessary to make the visitor feel comfortable in the reception area. The secretary should not clutter the passages in the reception area with personal belongings and place things in visible places. If there is a need to decorate a wall, then for this purpose it is better to use a painting or print that complements the interior. It is allowed to place information stands or tables on the walls indicating the time of reception of visitors, a calendar, etc.

In conclusion, it is worth saying that a good secretary should constantly strive for improvement, have ideals, role models and follow them - this will give confidence, build self-esteem and secure his status in the company.

"Let people feel them

significance and do it sincerely"

DALE CORNEGY

1. INTRODUCTION

Ethics in a broad sense is understood as a system of universal and specific moral requirements and norms of behavior implemented in the process of social life. Accordingly, the ethics of business relations distinguishes one of the spheres of public life.

Based on universal human norms and rules of behavior, ethical standards of official relations have some distinctive features.

Ethics in business relations has recently received increasing attention. This is expressed in an increase in the volume of training programs in the system of university and postgraduate training in relevant disciplines. Courses for studying the fundamentals of general ethics of behavior are also being introduced into some school curricula and into the system of secondary specialized education, and over time, the coverage of educational institutions with such courses increases.

It is necessary to emphasize that the concept of “professional role” includes not only the ability to perform job duties, but also the skills of relationships with the external environment (colleagues, management, subordinates, clients, partners, etc.) in the process of implementing the fixed for specific position professional tasks or functions. Compliance with the ethics of business relations is one of the main criteria for assessing the professionalism of both an individual employee and the organization as a whole.

2. MAIN PART

2.1. SECRETARY ETIQUETTE

There are many visitors in the manager's reception room, and the image of her, the manager and the organization as a whole depends on the secretary's knowledge and compliance with the rules of business ethics. By observing business etiquette, the secretary simultaneously serves as a positive example for both visitors and employees.

Does a visitor need to knock on the door of the manager's office?

This question does not arise if the secretary is on site: it is he who either reports to the manager about the visitor, or (if he has the appropriate authority) himself gives permission to enter the office.

In the absence of a secretary work time in the door knocking is not accepted . It is assumed that the owner of the office does not do anything that could compromise him. You just have to open the door; if the manager is not alone or is talking on the phone, close the door and wait until he is free; if you are free, ask permission to enter.

IN non-working hours follows the door knock ; You can open it only after you have heard the invitation. If there is no answer, knock again (perhaps a little louder). If there is no reaction, the door must not be opened under any circumstances! After all, if the owner is there, but has not given permission, it means he is not ready to see anyone, and the visitor, despite this, comes to him. If the owner is absent, then he may appear at the moment when the visitor closes the door and think that he is leaving his office. Few people would like to realize that in his absence there was a stranger in the office.

A visitor should greet the owner of the office only after he has received permission to enter and has crossed the threshold of the office (they do not say hello across the threshold).

The main rule of business ethics is to create convenience for your partner.

Having received permission to sit down, the visitor should begin to present his question only after the owner shows his readiness to talk, for example, with the words: “I’m listening to you.” You need to give the owner time to finish the previous job.

During a conversation, each party must pay attention to the interlocutor. Visual contact between those talking contributes to a productive conversation. A slight nod from the listener encourages the speaker.

Being late for the start of a meeting is a gross violation of business ethics. However, if this happens, the latecomer must apologize and give really serious reasons for the delay.

If the latecomer has not apologized, then it is not customary to reprimand him. Second rule business ethics sounds like this: Don’t focus on your partner’s mistakes.

To control the time of the meeting (if there is no clock in the room), a wristwatch is placed on the table next to the business notepad. If this is not done at the beginning of the conversation, then you can use the following technique: the watch is moved to the inside of the wrist, and now, with your hands on the table (as is customary in business meetings), you can see the dial without your partner noticing.

A business person of higher or equal status called you. It is he who is given the priority right to give a sign to end the conversation. After all, only he knows how many questions he has and whether he received answers to them. However, the caller must strictly take care of the brevity of his appeal. There is only one way to achieve this - to prepare well for the conversation, write its outline and key phrases.

If the phone rings during a business conversation, then the owner’s actions depend on what kind of conversation it is and what stage it is at. During an extremely important conversation, the handset does not rise or rises and is immediately placed on the lever, signaling that the subscriber is busy.

When the call comes at the moment when the conversation is about to end, the handset is removed and placed on the table with the microphone down so that the caller does not hear the conversation. This serves as a signal to the visitor to end the conversation as soon as possible. If the conversation is in full swing, then the phone is picked up, the owner asks the visitor how much time he needs, and says into the phone: “Please call back in...”, indicating the time with a large margin. It is important that the subscriber, having called back at the appointed time, does not again hear a request to call back. It is recommended not to find out who is calling, so as not to offend by rescheduling the conversation.

It is not customary for a visitor to clean himself up in the reception area - there is a toilet room for this. The secretary must tell the visitor where it is located.

The visitor may be invited to the office a few minutes earlier than the time assigned to him (up to 5 minutes), if the manager is already free. Therefore, it is recommended that a third-party visitor come to the reception no later than 10 minutes before the appointed time in order to have time to get ready and take into account possible differences in clock readings.

Due to the last two circumstances, for a meeting on neutral territory, it is recommended to arrive 5 minutes before the appointed time.

At the door you should let in first: junior - senior, man - woman, subordinate - leader. The subordinate gives way to the leader. However, he has the right to let her go ahead. If the one who has the right of way to pass first gives way to another, he must thank him. When two people of the same gender, age and position approach the door at the same time, the priority right to pass first is given to the one on the right. Only the one on the right has the right to give way to the one on the left with the words: “I ask you...” (the left one lets him pass ahead silently).

The one who receives the invitation to go first must thank and go through. In business ethics, it is not customary to bargain at the door, demonstrating your good manners (and at the same time, ignorance of business ethics) - time is more valuable.

Those who enter (or approach) are greeted first, regardless of gender, as well as: subordinates - with managers, juniors - with seniors, men - with women. In the same order they introduce themselves and introduce one to another.

When greeting or introducing yourself, you need to look into each other’s eyes. It is customary to be interested in the health and affairs of the family members of the person you are welcoming.

Greetings

The secretary greets everyone who enters the reception area with a friendly smile.

Special rule: the secretary greets his boss, senior manager and honored guests, getting up from his desk if he sees them for the first time that day.

The secretary should not offer his hand first for a handshake. But you have to answer the handshake. Your hand should not be limp and lifeless.

Performance

The secretary can introduce all visitors to his supervisor, except for immediate superior management.

When carrying out business assignments, the secretary must introduce himself.

If you need to address a person you are seeing for the first time, use common phrases:

Please, introduce yourself.

On what issue?

When women meet, the one who goes with the man is the first to say hello. When married couples meet, women greet each other, then men greet women, then men greet each other.

When offering a hand, a woman is not required to take off her glove. The exception is when she greets older people. A woman taking off her gloves is a sign of special affection.

In our country, kissing the hand is customary only for married women, and it is more appropriate to do it indoors. When kissing a hand, a man should bend over a little, while simultaneously bringing the woman's hand to his lips. The woman should raise her hand without forcing the man to bend over.

If one of the participants in a business meeting sneezes, he should quietly apologize. At the same time, those around them pretend that nothing happened (note that it is not customary to sneeze, so the one who feels the urge should take a proactive action, for example, rub the sinuses and the bridge of the nose).

If the manager has instructed to treat visitors to tea or coffee, you should ask what they prefer. When serving what you ordered to your guests, you need to smile at them. If one of those present drops a spoon, it is not customary for him to pick it up. This will be done by the host after the visitors leave.

2.2. TOOLS FOR CREATING AN ATTRACTIVE IMAGE

Everything is important for the image of a secretary: manners, speech culture, clothing, and office interior.

For example, it makes a good impression on visitors when the secretary-referent or inspector has his own business card. This emphasizes her importance in the company. It is preferable to address her by her first name and patronymic.

The secretary is in plain sight all day. Of course, her clothes should be beautiful and comfortable. Clothing has always played a huge role in a woman's life. Women spend a lot of time and money on clothes, and it justifies itself, primarily because only a well-dressed woman feels confident and comfortable.

When working on shaping your image, it is advisable to look at yourself critically, evaluate the advantages and disadvantages of your appearance and take into account the following recommendations. The guideline here should be the following: your communication partner should see you as both a business person and a woman. Men value in a woman, in addition to business qualities, external attractiveness and femininity. Therefore, giving the impression of a “blue stocking” is not worth it. However, the opposite tendency should not prevail - the predominance of femininity over efficiency.

Cloth. Preference should be given to suits. A suit gives you much more options for combining. It involves replacing blouses, scarves, scarves, and also, from time to time, replacing skirts with trousers or one jacket with another.

Dresses are permissible only in hot weather, and only in plain colors.

Homemade knitwear is absolutely prohibited in business attire. Never wear self-knitted items to the office, no matter how high-quality they may seem.

Business clothing cannot be sexually provocative or tight-fitting. This prohibition includes both clothes that are too narrow and short, as well as clothes that are too long. And all because a miniskirt and a flowing silk robe to the toes equally successfully turn a woman into a sexual object. And this is something that is not allowed in the business world.

In any weather, a woman at work should wear tights or stockings.

Reputable companies have particularly strict clothing requirements. In particular, female employees are recommended to change their blouse and tights during their lunch break.

Business woman's wardrobe. It should have two or three skirts, jackets, two or three blouses. It is advisable to change clothes every day, because the same thing, worn every day, gets boring and “quenches your mood.” Business clothes are distinguished by classic cut and versatility. But nevertheless, here too, the purpose of women's clothing was and remains to emphasize their own uniqueness and elegance. Women always have the right to the originality of their clothes and their own style in wearing them.

Gait. According to experts, the optimal step width, which does not deprive a woman’s gait of the necessary elegance, is one and a half lengths of the foot. A longer stride gives a woman an overly masculine and authoritarian appearance. When short, on the contrary, she seems timid and indecisive. The main secret of the gait of supermodels is their absolute confidence in their own irresistibility. “I am the very best,” it is written on their imperturbable faces, “can anyone doubt this even for a minute?” Moving along the catwalk, they watch their posture and hold their backs, trying to appear even taller and slimmer. In this case, the body is slightly tilted back, and the thigh moves forward. Why not use these little modeling tricks in your everyday life? There are situations when the eyes of everyone around you are riveted on you and you just need to put on a brilliant fashion show:

· When you enter the manager’s office;

· If most of the people present are sitting and you are almost the only one who is on their feet;

· When you leave the car or enter the hall - because at this moment a woman especially often finds herself under cross-glances;

· At a reception, presentation, etc., when you are brought up to someone for the purpose of getting to know each other;

· In a restaurant or bar, when you enter it or cross the room, moving to your table.

Fabrics at the service of women.

Good taste is especially valuable, which manifests itself in the ability to choose fabrics for your clothes according to structure and color. Thus, for thin women, it is best to sew or buy clothes from light, “protruding” fabrics or from fabrics with a large pile. On the contrary, heavy, “falling” fabrics will go full. Fabrics of bright colors with large patterns, with transverse or oblique stripes, large checks, as well as plain light-colored fabrics (white, blue, yellow, etc.) with various shiny shades are well suited to thin figures. Women with a full figure prefer fabrics with small patterns, longitudinal stripes and plain fabrics in dark colors (black, brown, blue, etc.). This selection of colors and patterns is explained by their light effects: in the first case they seem to enlarge the figure, in the second they make it thinner.

Color.

The color of the fabric is selected depending on the color and character of the woman’s skin, hair, and face. Fabrics in pastel shades only suit a good complexion and smooth skin that does not have any flaws, moles, etc. Blue color suits blondes with a bright complexion. They also suit pink and orange colors, shades of black, white, and gray. Pink, orange and yellow colors do not suit redheads. Brown with a purple tint, green or blue colors suit them. Brunettes are better off wearing dresses in bright colors (red, black, purple, etc.).

It is better to have no more than three colors in the entire clothing ensemble, and they are selected so as to emphasize the main, dominant color or contrast with it. The best colors for a business dress are dark blue, tan, beige, dark brown, gray, moderate blue and light blue.

In business-style clothing, preference is given not only to plain-dyed fabrics of the named colors, but also to various options of stripes and checks in gray and gray-blue tones. At the same time, geometric, floral or abstract designs are completely undesirable.

An elegant business woman does not need a lot of things - for example, a couple of jackets (one plain, the other checkered or striped), two skirts, trousers, several blouses and vests are enough. Even if you have very little clothes, say, two skirts and three blouses, alternate them - one today, another tomorrow.

Remember that a skirt-jacket combination is not yet a business suit. To make a skirt and blouse look like an elegant business suit, they must be carefully selected in color and complemented with accessories.

Try to avoid things that are purchased at markets: Turkish suits made of wet silk, blouses and skirts made of sticky synthetics, etc.

Avoid bright, flashy colors and wrinkled clothes.

In business attire, denim and sportswear casualness is unacceptable.

Make sure that the color and quality of your tights match your suit and shoes. Shiny tights distort the shape of the legs and highlight imperfections.

Decorations.

It is better when there are few decorations, but they are as expensive as possible. When choosing jewelry and jewelry, keep in mind that small dangling earrings are suitable for girls with regular facial features. Most people wear large jewelry (clip-on earrings, earrings).

A business woman should not wear four jewelry at once: clips (earrings), beads (chain), brooch and bracelet. A maximum of three decorations together is allowed.

Various bows in the hair, shiny hairpins, hoops, colored elastic bands, etc. are rarely combined with a business suit.

Accessories.

A colored handkerchief (but not colorful), a brooch, a curly hairpin, an original belt, an elegant handbag - these and other simple details of a woman’s wardrobe give the appearance individuality. The desire to be noticed is the deepest need of a true woman. That is why she constantly invents means to satisfy it. And the effect of accessories is one of these means.

It is noteworthy that achieving this effect does not require any significant material costs. The accessories themselves lend themselves to numerous combinations. They perfectly serve as additional details in creating a personal image.

Thin gold and silver chains and pendants are not worn over knitted or woolen items. As for the cross, it is personal, a symbol of faith, and wearing it over clothing is not recommended.

Shoes.

Don't get carried away with shoes with frilly, shiny decorations. Such shoes rarely go with a business suit.

The simplest clothes become elegant if you are wearing beautiful shoes of an elegant shape, harmonizing in color with the elements of the suit.

Hairstyle should be strict, but elegant. Loose long hair is not allowed in business style. Pay special attention to the ends of your hair: split, burnt hair gives the impression of untidiness and definitely needs to be trimmed.

Women are known to dye their hair to look younger and more beautiful. Gray hair adds respectability to a man and to the same extent negatively affects the appearance of a woman.

Psychologically, a woman's dark hair is more connotative of power, while light hair contributes to her popularity. However, bold experiments with hair, especially with color, reduce a woman’s business authority.

The choice of hairstyle is very important for every woman; Below are a number of rules.

Hairstyle: three rules.

1. The hairstyle is chosen taking into account the figure. Large and tall female figure: the average length of hair should be up to the earlobe, its volume increased on the temporal part. A small and full figure: waves or light curls going to the parietal area will suit her. Small and thin woman: bob line – short and elongated version, increased volume of hair near the ear areas and temples.

2. The hairstyle is chosen taking into account the type of face. There are no particular problems with choosing a hairstyle for those with an oval-shaped face. A classic or romantic style bob will suit a round face. If you have a square face, you should not open your forehead; it is recommended to cover the upper frontal area with bangs. There are ways to correct certain parts of the face. So, a long nose requires hair hanging over the forehead, an upturned nose requires curls. A slanted chin straightens slicked-back hair or a parted hairstyle.

3. When choosing a hairstyle, you should take into account the shape of your head. If the parietal part is noticeably pronounced, then a haircut that reduces the volume of the parietal part is desirable. If the forehead line is sloping, then long bangs are best.

Makeup.

Makeup is mandatory: lips, eyelashes, a little blush, manicure. It is advisable to choose nail polish to match the tone of your lipstick, and in any case it should not be flashy (black, blue, green). Nail length is medium. For blondes who prefer cold colors, pinkish, gray, plum and gray-blue shadows, beige or pink foundation are recommended. A warm palette for a blonde is created by chestnut or copper eyeshadow with a golden-beige complexion. The rest of the makeup is discreet. Lipstick can be bright.

Black-haired women should not use bright and so-called pure colors. Gray and pink shadows “soften” the look.

Brown hair shades are neutral. Their tint can be warm (brown and reddish with yellow) or cold (ash-chestnut). If your hair is copper-brown and your eyes are hazelnut, then preference should be given to a light beige complexion. The eyes are emphasized by a combination of shades of brown and reddish colors or gold and foliage colors. Blush and lipstick in this case are copper and brownish-orange shades.

If the hair is ash-brown, and the eyes are brown or blue, then the complexion is pink. Eye makeup – yellow-chestnut or beige-pink.

Glasses.

Glasses frames should be medium-sized, plastic or metal. Brunettes are advised to choose frames that match their hair; blondes and redheads should avoid frames whose color in any way resembles the color of their hair. The best frame for them is brown. Dark and smoky glasses are not recommended, especially during a business conversation.

Perfume.

At work you need to use it very carefully or not use it at all. A smell that you like may irritate your colleagues. Or, on the contrary, it may be sexually attractive, which is not recommended at work.

It is better to use eau de toilette during the day. Deodorant - several times a day, regardless of the time of year. All perfumes give a beneficial effect only when applied to clean skin.

The right choice of clothing helps a woman achieve success at work and in her personal life. In this case, it is advisable to follow some rules:

1. Don't show up to work in something super fashionable: sometimes fashion can be a throwaway affair and will let you down.

2. do not come to work in clothes that emphasize only your feminine attractiveness, so as not to offer others first of all..... alas, not your intelligence.

3. Don't wear pants when dealing with men.

4. Men's clothing style is contraindicated for women.

5. leave the woman's bag when you can take the attaché case.

6. Don't let fashion dictate the length of your business suit skirt.

7. Don't take off your jacket at work.

8. Do not wear glasses with trendy frames or heavily tinted lenses.

9. Buy clothes for work with special care.

Always:

1. Wear a suit with a skirt during work hours.

2. sew a new suit taking into account the specifics of the job.

3. wear simple shoes with medium heels (4 cm).

4. wear flesh-colored stockings.

5. Wear a coat and raincoat over a skirt or dress.

6. When traveling (on weekends), wear good quality sportswear.

7. Before you get dressed, think about who you will be meeting and what you will need to do.

Fashion designers noticed that women who had failed in the service made mistakes not only in business, but also in choosing a wardrobe. Here they are, the enemies of an impeccable image:

· blind obedience to the whims of fashion;

· exaggerated assessment and emphasizing of one’s feminine virtues;

· abuse of attributes of men's clothing (dark-colored trouser suit; men's-style shirt; shoes without heels; men's haircut);

· insufficient attention to accessories;

· unkempt appearance (hair, skin, clothes, shoes).

You don't have to slavishly follow fashion; you need to focus on what suits you personally and suits your own character and lifestyle. Although the ability to present oneself is only one of the factors of overall professionalism, it is an important factor. The ability to present yourself will make you look more attractive.

An important factor, especially in certain environments, is the cost of clothing. Clothing is a symbol of a certain level of well-being, and since the Stone Age, material well-being has been prestigious. Thus, the high quality of your clothing is an implicit indication of your personal wealth, which improves your image.

Business set.

For a business woman, an attaché case should be an indispensable item. Flesh-brown leather, simple, without bright metal decorations. If a woman uses a handbag, then, of course, it should be leather and of very high quality (there should be complete order inside the handbag: the bedlam that he accidentally sees in a handbag opened by a woman makes a terrible impression on a man). The wallet and purse should preferably be the same color without patterns.

You should always have a pen and pencil with you, and it is advisable that the pen has a reliable gold or gilded nib. Never write with cheap pens or pencil stubs: this seemingly small detail can ruin your image forever.

When choosing clothes, it is very important to choose the right main color and harmonizing colors of trims, additions and accessories. When colors come into contact with each other, they mutually influence each other and produce a corresponding impression: favorable - if the colors are in harmony, and unfavorable - if the colors are not combined.

2.3. TECHNIQUES OF COMMUNICATION BY TELEPHONE

Pick up the phone no later than the fourth ring. This is one of the rules of good manners. When you pick up the phone, identify your agency, department, and your position. When answering a call, you should always introduce yourself. People want to know who they are talking to. There should be interest in your voice. Don't give vent to your negative emotions. It is not your interlocutor's fault that, perhaps, a couple of minutes before, you had an unpleasant conversation with someone or you have personal problems.

· If you need to interrupt a conversation to answer another call, ask your interlocutor's permission to do so.

· When arranging your next telephone conversation, you should clarify what time is convenient for the interlocutor.

· If you are asked a question to which you do not know the answer, the best answer is something like this: “Good question. May I clarify this for you and call you back?”

The handset is picked up with the left hand so that the transmitted information can be recorded with the right hand. Not far from the telephone, you should always have a telephone pad for writing down messages and a pen on hand.

Be sure to write down:

· Date and time of call;

· Last name, first name, patronymic and position of the caller;

· The essence of the message;

· Which number to call back and when.

Typical mistakes when communicating by telephone:

· Unwillingness to engage in dialogue;

· Unfriendliness, dryness in communication;

· Emphasized brevity, bordering on impoliteness;

· Impatience;

· The desire to quickly end the conversation and hang up;

· Failure to address the interlocutor by first name and patronymic;

· Insufficient participation in the problems of the interlocutor;

· Long pauses associated with searching for documents.

There are expressions that should be avoided during telephone conversations, so that there is no misconception about your institution.

1. I don't know

2. we can't do this

3. you must….

4. wait a second, I'll be back soon

5. No

10 telephone sins:

1. the specific purpose of the conversation is unclear to the caller

2. inconvenient call time for the interlocutor

3. long search for the subscriber number (in the absence of systematic records)

4. call without preliminary preparation of necessary materials

5. conversation plan and keywords are not pre-recorded

6. the interlocutor is not told the purpose of the conversation

7. improvising instead of going according to plan

8. long monologues that do not give the interlocutor the opportunity to speak out

9. the main results of a business conversation are not recorded

10. vague agreements

2.4. ORGANIZATION OF MEETINGS

For the successful conduct, fruitful work of its participants and prompt discussion of issues, the timely preparation, reproduction and distribution of documents to participants is of great importance. All documents intended for the meeting must be collected at least 48 hours in advance and copied and distributed 24 hours before the meeting.

If non-residents participate in the meeting, the procedure for accommodating participants is no less important. This is usually done by administrative and economic services.

The preparatory stage also includes taking care of transportation for the participants. This stage ends with the preparation of the meeting room and its technical equipment. The need for demonstrative means is clarified in advance.

When holding a meeting with a limited number of participants, the secretary

meets them before entering the room where the meeting will take place, greets each one and invites them to the meeting.

Meeting participants register. Simultaneously with registration, it is advisable to mark the travel certificates. Upon registration, participants are given, if they have not previously been sent out, documents copied for them. Office supplies may also be provided, which is provided for in advance and included in the meeting estimate.

During the break, coffee breaks can be organized, when participants are offered tea, coffee, etc., as well as an exhibition and sale of literature.

2.5. RECEPTION OF VISITORS

2.5.1. RECEPTION OF EMPLOYEES

Organizing Reception of employees of your company on current issues, the secretary must know the structure of the enterprise very well, have an idea of ​​​​its activities, and know the distribution of responsibilities and issues between management employees.

The secretary must inform all employees of the enterprise about reception hours on current issues. He must know the employees well who have access to the manager at any time.

Very often, visitors go to see the manager on issues that can be resolved by other employees. The secretary must refer the visitor to the person most competent in resolving a particular issue.

During receptions of all types, the secretary himself answers all telephone calls and forwards them to deputy managers. The manager's telephone number during the reception should only be connected in emergency circumstances. Otherwise, the conversation may drag on, since the visitor’s presentation of the question will be repeatedly interrupted by the manager’s conversation on the phone. You should also not allow other employees who are not related to the reception into the manager’s office during the reception. In such situations, they should be directed to deputy managers or a time should be called when the manager is free and can receive them.

At the end of the conversation and a decision is made, the manager writes down himself or instructs the secretary to record the results of the conversation in the appropriate journal.

2.5.2. RECEPTION OF VISITORS FROM OTHER ORGANIZATIONS

Reception of visitors from other organizations must be prepared in advance by the secretary. The appointment time must be agreed upon and convenient for both the visitor and the manager. The secretary must inform the manager in advance about the issue that will be resolved during the meeting.

A number of organizations, especially government ones, have adopted the practice of pre-registering visitors in a special journal, which indicates: full name, position of the visitor, organization, telephone number, issue to be discussed, date and time of reception.

If a visitor comes without a prior arrangement, the secretary has the right to decide for himself: to report him to the manager immediately or make an appointment. If, after reporting to the manager about the visitor, a refusal to receive him is received, the secretary must invite the visitor to talk with the deputy managers or other competent employee of the enterprise, addressing him as follows: “Have you tried to resolve this issue with...”. If the visitor is not satisfied with such an offer, the secretary informs him of the date and time when the manager will accept him.

If the manager to whom the visitor was invited is absent, it is necessary for the visitor to be received by another competent employee. In such a situation, the secretary must apologize for the absence of the manager and explain the reason for his absence. It should be remembered that calling a visitor again is actually a manifestation of inattention and disrespect towards him.

You must not allow your appointment to be interrupted for unjustifiable reasons. If, nevertheless, the reception is canceled due to unexpected circumstances, such as the illness of the manager, his urgent business trip, etc., then the secretary is obliged to notify the visitor in advance about this and agree on the time for which the reception is postponed. The secretary is also obliged to tell the visitor his last name, first name, patronymic and telephone number for urgent inquiries and messages.

Working in the reception area, a secretary can make it easier for someone to gain access to the manager, but for others, on the contrary, it can be difficult. If the secretary believes that the situation can be manipulated to his advantage, it may end in failure. The secretary does not have the right to transfer the manager’s attitude towards them onto people - you need to be equally hospitable to all visitors.

2.6.2. RECEPTION OF TRANSPARENS

Organizing reception of posted workers, the secretary must find out whether this visit has been agreed upon in advance; find out the issue for which the visitor arrived; mark the travel document; ask whether the seconded specialist is provided with a hotel, and if not, then help him in resolving this issue.

If on reception the delegation arrives, then the secretary should take care in advance of assigning an employee who will accompany her.

When a foreign delegation arrives, the secretary must ensure that a translator and souvenirs are available for members of the delegation.

3. GRAPHIC PART

3.1. Basic ethical requirements for a secretary

Situation

When they call the secretary

During a phone call from a subscriber	The ringing telephone should be picked up after the first or second ring. When answering the call, you must introduce yourself. For example: “Good morning, Mezhcombank secretariat. Galina Ivanovna is on the phone.”
If the subscriber has not identified himself	In this case, the following phrases are appropriate: "Introduce youreself!"; “How can I introduce you?”
If you need to relieve tension in a conversation	In this case, it is necessary to interrupt the interlocutor at an appropriate place and ask: “Can I help you with something?”
If the secretary forwards a telephone call to another employee	In this case, you should tell the subscriber the last name, first name, patronymic of this employee, his position and telephone number.
In the absence of a manager	In this case, the secretary should ask: "What shall I tell to him?" or “Please dictate, I’ll write it down.”
To avoid speaking too frankly on the phone and not showing your knowledge of the organization’s affairs	In this case you should answer: “This issue is not within my competence” or “You need to talk to the director about this issue,” etc.
If there is a need to make inquiries during a telephone conversation	In this case, it is necessary to warn the subscriber about the duration of the search for the necessary information, and if it is impossible to find it quickly, then you need to apologize and ask the subscriber to call back later, at a time convenient for him, or ask him for his phone number and call himself.
How to skillfully end a telephone conversation	The person who called ends the conversation (he also calls again if the conversation was interrupted for some reason). The conversation can end with these words: "Thank you for calling" “I was glad to hear from you” “Good luck to you”, etc.

When the secretary calls

After the number is dialed and a confirmation response is received	You need to introduce yourself, tell them the name of the organization and its area of ​​activity, then the name of the required employee. Next, you should clarify whether it is convenient for the subscriber to talk at the moment or whether it is better to discuss the issue at another, more appropriate time.
After mutual introductions	You should state the reason why he is calling. You can start by saying: "I have been instructed" “We are forced to turn,” etc.
If the conversation drags on too long and the participant in the telephone dialogue does not intend to end the conversation	In this case, you need to ask questions in such a way that he is forced to answer in monosyllables: "Yes or no".
If the secretary calls on a long-distance telephone	You should name the city from which the secretary is calling, the position of his manager and the name of the organization, and then indicate who he would like to invite for a conversation and on what issue.
If the required employee is not available	In this case, the secretary must repeat his details and indicate exactly the time when he will call again.

3.3. Secretary business communication

4. OCCUPATIONAL SAFETY

4.1. LABOUR ORGANIZATION

The productivity of any work largely depends on its proper organization, which includes equipping the workplace with furniture, special equipment and the necessary means of organizational technology, as well as technological planning and improving working conditions.

Organization of the workplace is a system of measures to equip the workplace with means and objects of labor and their functional placement.

Proper organization of the workplace saves physical activity and mental energy, and helps to increase labor efficiency.

Proper organization of the workplace involves:

· Compliance with sanitary and hygienic standards, including maintaining a constant optimal temperature in the office space, absence of noise and proper lighting of the workplace;

· Color composition of the workroom;

· Proper layout, furnishing, various auxiliary devices and office supplies;

· Equipment with technical means.

Compliance with sanitary and hygienic standards contributes to increased productivity. Maintaining a clean workplace makes it attractive, increases productivity, improves mood, and reduces fatigue.

Doctors have calculated that sedentary work requires an influx of fresh air of about 30 m 3 /h. Lack of fresh air leads to premature fatigue. Favorable climatic conditions in the workplace can be ensured by using a ventilation unit and air conditioners.

Landscaping in the office space has a beneficial effect on the composition of the air. Plants not only improve the air, enriching it with oxygen, but also reduce nervous and visual fatigue and perform a decorative function. When choosing plants, you need to take into account the size of the room, lighting, temperature and air humidity. It is not recommended to place flowers on windowsills, as this reduces natural light.

To preserve your health, you should not smoke in work rooms.

In accordance with current standards, the temperature in the office space should be in the range of 18-20 0 C, the relative air humidity in winter should be from 45 to 50%, and in summer – from 50 to 55%. Optimal climatic conditions in the work area are a prerequisite for efficient work.

The most important factor influencing labor productivity is the illumination of the workplace. The room, if possible, should have natural light. In bright daylight, blinds should be used. The light should fall on the working surface of the table from the left side or from the front. With artificial lighting, the required light intensity depends on its correct supply to the workplace, which prevents direct light rays entering the eyes and does not cause sudden transitions from light to shadow. Workplace lighting can be general (ceiling lamps) or local (table lamp). Proper lighting reduces fatigue and increases productivity.

4.2. WORKPLACE

The computer user's workplace must be organized in accordance with sanitary rules and regulations / SanPiN 2.2.2. 542-96 “Hygienic requirements for video display terminals, personal electronic computers and work organization”/. The use of monitors without information about optimal and acceptable visual ergonomic parameters is not permitted. Organizational equipment and special equipment must be certified.

4.3. OCCUPATIONAL SAFETY

When working on a computer, follow these rules:

· The distance from the eyes to the monitor screen should be at least 50 cm (optimally 60-70 cm);

· Eye level when the screen is positioned vertically should be at the center or 2/3 of the height of the screen;

· The room with electronic equipment must be wet cleaned daily;

When working on a computer you should:

· Do not operate the keyboard continuously for more than 30 minutes;

· Periodically change the nature of your work;

· Warm up before working on the keyboard for a long time and do special exercises for your fingers and eyes.

Organization of the workplace includes choosing its correct layout, using such service systems, communications and working conditions that provide: convenience, speed and high quality of performance of management functions; continuity of communication and regularity of receipt of necessary and reliable information; rational use of working time; comfortable working conditions and, as a result, high efficiency and productivity.

5. ECONOMIC PART

In the work of a secretary, a significant part of his working time is spent on printing and processing documents prepared by the manager or on instructions from management by other employees. The responsibilities of a professionally trained secretary-assistant also include the independent preparation of documents. All these types of work: drafting, document processing and printing - require certain knowledge and skills. In addition, you should know that, like other types of management work, they are standardized.

The work of printing documents, that is, reprinting a text compiled by another person, is a technical type of work and has always been standardized. The work of drafting and processing documents belongs to creative and logical types of work, but in recent decades, time standards have gradually appeared for these types of work. They are developed by the Central Bureau of Labor Standards of the Ministry of Labor and Social Development of the Russian Federation.

Until recently, production standards for typewritten work were defined only in the “Unified standards of time (production) for typewritten work,” approved by the USSR State Committee for Labor and Social Issues and the All-Russian Central Council of Trade Unions in 1984. Their validity period was established until 1990. All issued time standards for office work types of work: “Strengthened time standards for work on clerical services” and released already in the 1990s “Time standards for work on automated archival technology and documentation support by the management body” and “Inter-industry integrated time standards for work on documentation support of management" were based on these standards. But developed before the mass introduction of personal computers into the management system, they could not take into account the compilation and execution of documents on a computer.

In 2002 The Resolution of the Ministry of Labor and Social Development of the Russian Federation approved new “Time standards for work on documentation support for management structures in federal authorities.” For the first time in the “Document Preparation” section, they provide time standards for printing documents on personal computers.

Of course, these standards were drawn up taking into account and on the basis of the “Unified standards of time (production) for typing work.” From these standards, the division of the original from which the reprint is made into three groups has been transferred to the new ones:

· Group I – printed or legible handwritten original;

· Group II – printed or handwritten original with amendments and insertions that make up to 50% of the text difficult to read;

· Group III – illegible handwritten original with a large number of amendments exceeding 50% of the text, small typographic or computer font.

The unit of measurement is still taken as a text original in A4 format - 210x297 mm, printed on one side. Although the new standards in the “General Provisions” section do not indicate three intervals, as previously - two, one and a half and one interval, and only text printed at one and a half intervals with 38-41 lines (2450 characters) is accepted as a unit of measurement. the number of printed characters in line 60-64, in the tables themselves (table 26-27) all three intervals are used. Therefore, from the previously issued standards, we take the standards for printing at double intervals - 29-31 lines with the number of characters 1860 per page and at one interval - 58-61 lines with the number of characters 3630 per page.

Time standards, as before, are indicated in minutes per normally completed sheet. When printing on standard forms (forms, tables) – for 100 printed characters.

Of course, the content of work when typing on a computer is fundamentally different from typing on a typewriter, with the exception of the operations of obtaining the original for printing, familiarizing yourself with it, printing and submitting the work. A completely new section is Work on processing entered information in the Word text editor. Of course, it could only appear with the massive introduction of computer technology. We present it in full, as it may be of interest to any secretary who works with a computer.

Job title	Unit	Time standards, min.	Standard No.
Turning on the computer and starting	One turn on	1,08	1
Launching the Word text editor	One run	0,25	2
Creating a file in the Word text editor	One file	0,02	3
Uploading a file in the Word text editor	One file	0,58	4
Move through typed text using the scroll bar	One sheet	0,07	5
Deleting text fragments (select fragment, delete fragment)	One fragment	0,08	6
Moving (copying) text fragments (select a fragment, move (copy) a fragment)	One fragment	0,22	7
Copying text fragments to the clipboard (select a fragment, copy a fragment)	One fragment	0,08	8
Search and replace text fragments (specify search object and replacement object, find and replace)	One search and replace cycle	0,55	9
Setting word wrap options	One setting	0,23	10
Setting page parameters (set indents, paper size, layout)	One setting	0,93	11
Changing the font	One change	0,13	12
Changing the font size	One change	0,12	13
Formatting text in a column (set the number and width of columns)	One section	0,78	14
Text formatting (select a piece of text, set the font, size, style, effects)	One piece of text	0,95	15
Formatting paragraphs (select paragraphs, set indents, spacing and position on the page)	One piece of text	0,87	16
Inserting headers and footers	One footer	0,28	17
Formatting Headers and Footers	One footer	0,57	18
Inserting footnotes	One footnote	0,38	19
Removing footnotes	One footnote	0,22	20
Inserting a Table of Contents	One table of contents	0,45	21
Text layout (arrangement of document content on pages according to accepted rules)	One sheet	0,68	22
Creating tables (create a table with a given number of rows and columns)	One table	0,12	23
Formatting tables (select a fragment, set row height, column width, borders and fill)	One table fragment	0,12	24
Inserting a row (column) into a table	One row (column)	0,1	25
Deleting cells, rows, columns (select and delete cells, rows, columns)	One cell, row (column)	0,13	26
Merge and split cells (select and merge or split a group of cells)	One group of cells	0,12	27
Splitting a table	One split	0,1	28
Inserting formulas (set formula type and parameters)	One formula	0,72	29
Inserting pictures (select insert source, insert picture)	One drawing	0,45	30
Formatting pictures (set colors, lines, size, position, wrapping)	One drawing	1,82	31
Spell check	One word	0,18	32
Inserting special characters (select and insert a character)	One character	0,3	33
Preview documents before printing	One sheet	0,17	34
Printing documents (set the area and print parameters, start printing)	One print job	0,65	35
Working with postal envelopes (set envelope parameters)	One envelope	0,87	36
Saving a file (set saving options, save)	One file	0,53	37
Shutting down the Word editor (close files, close editor)	One shutdown	0,32	38
Creating a folder	One folder	0,23	39
Copying files in Windows environment	One file	0,38	40
Renaming a file in Windows environment	One file	0,17	41
Deleting files (folders) in Windows environment	One file (folder)	0,08	42
Shutting down Windows and turning off the computer (quit programs, shut down Windows)	One shutdown	0,43	43

The time standards also have a section “Use of Microsoft Excel in the work of an electronic typing operator,” which is needed if you have to compose and format text containing tables with calculated values.

As the review of “Time Standards for Work on Documentation Support for Management Structures” shows, they can be used and will be useful in planning the working day of any secretary.

6. CONCLUSION

Once again, it should be emphasized that ethics includes a system of universal and specific (for example, for any professional activity) moral requirements and norms of behavior, i.e. ethics of business relations is based on general rules of behavior developed by people in the process of joint life activities. Naturally, many norms of relationships in a business setting are valid for everyday life, and vice versa, almost all rules of interpersonal relationships are reflected in work ethics.

The relationship between ethics in a broad sense and business ethics can be traced through the logical sequence of individual problems of people's perception of each other. A favorable basis for acquaintance and for further relationships is laid in the first moments of the meeting. A significant role in this is played by a person’s appearance, its suitability to the situation, which demonstrates a respectful attitude towards others. An important role in this case is played by such a seemingly trivial detail as the ethics of greeting, shaking hands and introducing a person to a person. These initial nuances of relationships are important in both everyday and business life. To establish pleasant and useful business relationships, you must be able to interest a person with your clear and at the same time figurative statements, attention to the essence of the issue. These problems are solved by practicing rhetoric skills that are important in everyday life and, especially in an office setting. These skills should be embodied in special rules for preparing and conducting a conversation, since we are faced with the need to use them everywhere. Achieving the result of a conversation, and in a respectful manner, is an important condition, both in domestic and business settings.

So, almost all areas of business ethics have rules,

applicable to ethics of conduct in a broad sense. In addition, without exception, all areas of business ethics are based on fundamental ethical standards. These include respect for the self-esteem and personal status of another person, understanding the interests and motives of behavior of others, social responsibility for their psychological security, etc.

7. LIST OF REFERENCES USED:

1. Kibanov A.Ya., Zakharov D.K., Konovalova V.G. “Ethics of business relations” - M. INFARMA-M, 2002.

2. Cestara J. “Business Etiquette.” – M., 1997

3. Korobtseva N.A., Petrova E.A. “The origins of image, or a woman’s clothing in the alphabet of communication” - M. Gnome and D, 2000.

4. Braim M. N. “Ethics of business communication.” – Minsk, 1996

5. Braim M. N. “Culture of business communication.” – Minsk, 1998

6. Venediktova V.I. "On business ethics and etiquette." – M.: Institute of New Economics, 1994

7. Pankratov V.N. “Manipulations in communication and their neutralization” - M.: Publishing House of the Institute of Psychotherapy, 2000

Annex 1

Characteristics of the stages and phases of business negotiations

Stages of negotiations	Stages of negotiations
1. preparation of negotiations	1.1. choice of means of negotiation 1.2. establishing contact between the parties 1.3. collection and analysis of necessary information 1.4. development of a negotiation plan 1.5. creating an atmosphere of mutual trust
2. negotiation process	2.1. start of the negotiation process 2.2. identifying controversial issues and setting the agenda 2.3. disclosure of the parties' deep interests 2.4. development of proposal options for agreement
3. reaching agreement	3.1. identifying options for agreement 3.2. final discussion of solution options 3.3. reaching formal agreement

Appendix 2

No./item	Situation or meeting option employees	Must be first when:
		greeting	handshake	Submission
1.				+
2.	Senior in age Younger in age	+	+	+
3.	Senior Junior in position	+	+	+
4.	Passing by the group Standing in a group	+	+	+
5.	Entering the room In the room	+		+
6.	Overtaking a walker	+
7.	Head of the delegation, entering the room. Head of the delegation, being in the room.	+	+	+
Sign " + » indicates the first employee to perform the action in the situation under consideration.

Appendix 3

Telephone communication technique

Rules for conducting a telephone conversation	Typical mistakes when communicating by telephone
1. pick up the phone no later than the fourth ring	1. unwillingness to engage in dialogue
2. When answering a call, you should always introduce yourself	2. unfriendliness, dryness in communication
3. do not give vent to negative emotions. The voice should sound friendly	3. emphasized brevity, bordering on politeness
4. pick up the handset with your left hand so that you can record the transmitted information with your right hand	4. impatience
5. have a telephone notepad and a pen on hand to write down messages	5. desire to quickly end the conversation and hang up
6. be sure to write down the following information: date and time of call FULL NAME. and the caller's position The essence of the message Which number to call back and when	6. failure to address the interlocutor by first name and patronymic
7. If you need to interrupt the conversation to answer another call, ask the interlocutor for permission to do so	7. insufficient participation in the problems of the interlocutor
8. When arranging the next telephone conversation, you should specify a convenient time for the interlocutor	8. long pauses associated with searching for documents
9. If you were asked a question to which you don’t know the answer, then the best answer is: “good question.” May I clarify this for you and call you back?”	9. Expressions to avoid: I don't know We can't do this You must Wait a second, I'll be back soon

“We are looking for a managerial assistant with an impeccable level of literacy.” I came across this funny wording on one of the job posting sites. The question of who will actually check the level of literacy for impeccability remains open. But an interesting thought came to mind.

In Russian, the word “literate” has several meanings. The fact that a good secretary should be good at spelling is implied a priori. But, in my opinion, a “competent secretary” is not only one who, at any time of the day or night, writes “zhi-shi” with the letter “i”, and “not” - certainly separately from the verb. “Literate” is also “possessing knowledge and skills in some special field.” And in colloquial speech we use this word as an equivalent to the concepts of “correct” and “thoughtful”.

The work of a secretary, contrary to the stereotypes that still persist, is by no means easy and uncomplicated. And it depends only on a particular person whether the notorious reception room will become a swamp, where he will get stuck seriously and for a long time, or a runway from where he will take off to the heights of his career. I think the vast majority like the second option. But in order to benefit from the secretarial profession all the benefits that it provides, you need to approach the work competently.

The first thing to do is to be glad that you are a secretary. There are a number of reasons for this.

Reason #1

A position as a secretary in a small company, or with a narrow range of responsibilities, can be obtained even by those who have not yet had time to acquire work experience so dear to the hearts of employers. Competent secretary , Having settled into his very first position, he will work for at least a year. During this time, he will try not only to get the most out of his work, but also to take a good look around and make up his mind. Suddenly, the profession of a secretary turns out to be a calling!

Reason #2

Many companies still place more trust in those who come by recommendation or have been working for a long time than in employees “from the street.” Therefore, if a vacant position appears, it is easier for the employer to “promote” the secretary, giving him broader powers and a higher salary level, rather than looking for someone from the outside. Competent secretary he spends his free time during the working day not on idle chatter on ICQ or endlessly drinking coffee, but on getting as deep as possible into all the company’s affairs. Fortunately, there are opportunities for this - a huge amount of information passes through his hands. In addition, after three months, maximum six months, much less time is spent on performing the duties agreed upon upon hiring, much is brought to automaticity, a competent specialist adapts to the work and optimizes everything that can be optimized. So why not use the freed-up time resources to develop related areas of work?

Reason #3

Modern technology is the cornerstone of many secretarial functions, so secretaries are among the first to learn about advances in modern office technology and new software. Competent secretary will never miss an opportunity to learn a new computer program and will not cling to the habit of doing things “the old fashioned way.” If you purchase super-sophisticated equipment for your office, you will certainly learn how to use all its functions. These are not just useful skills, but also an additional line on your resume. In addition, believe my experience, a secretary who is able to figure out on his own “which button to press to make it work” does not risk becoming an object of ridicule from system administrators, and they finally have reasons to expose our colleagues in the shop to ridicule throughout the Internet. will run out.

Reason #4

Companies are different, and the responsibilities of a secretary often include functions that exceed the basic set. Competent secretary understands perfectly well that non-specific responsibilities are not an annoying misunderstanding, but a great chance to learn something new, useful, which in the future will bring dividends in the form of additional knowledge and, consequently, increasing its value on the labor market. Therefore, when faced with a new task, he treats it not as a headache, but as a challenge and develops the “I can do this too” approach. One of my friends came into the profession with quite a decent amount of other experience, and after working for two years as a “general-profile secretary,” she neatly moved straight from the secretary’s chair to the chair of the editor of a specialized magazine.