OFFICE ASSISTANT- WK 1.pdf

OFFICE ASSISTANT WEEK 1 WHY ARE YOU NEEDED? WHAT DO EMPLOYERS WANT? DAILY ROUTINE WHAT IS AN OFFICE ASSISTANT? An Office Assistant is responsible for keeping the office supplied and organized. This involves lots of small duties, like typing and taking notes during meetings, but their overall r...

OFFICE ASSISTANT WEEK 1 WHY ARE YOU NEEDED? WHAT DO EMPLOYERS WANT? DAILY ROUTINE WHAT IS AN OFFICE ASSISTANT? An Office Assistant is responsible for keeping the office supplied and organized. This involves lots of small duties, like typing and taking notes during meetings, but their overall responsibilities are essential. WHY ARE YOU NEEDED? As an office assistant, you are hired to relieve your busy employer of a great deal of work, especially the details of office procedure and other matters that do not require your employer’s personal involvement. You’ll act as a liaison between your boss and the rest of the company. Sometimes you’ll act as a buffer. Depending on the size of the company, you may also be called on to perform tasks normally outside the secretarial role in sales, banking, billing, payroll, accounting, advertising, public relations, purchasing, and more. Everything you do for your employer must duplicate as closely as possible what he or she would do if not absorbed in work that couldn’t be delegated. Every businessperson dreams of having the perfect office assistant, and every office assistant dreams of having the perfect boss. We hope you and your boss will become so well adjusted to each other that you’ll work as a team, each trusting the other to carry part of the load in harmony. WHAT DO EMPLOYERS WANT? It’s helpful to know what an employer expects of a “perfect office assistant” so that you can present yourself at your best during both the job interview and those critical first weeks on the job. Here are a few of the most important qualities: Punctuality. An employer wants an office assistant who is consistently punctual and always on hand during office hours. An office assistant who continually arrives even a few minutes late or who is ill frequently can cause havoc in a busy office. The employer knows from experience that such an office assistant may not be truly interested in the work. This person will be passed over or terminated in favor of someone with greater respect for the job—an office assistant who is always punctual and always there when needed. WHAT DO EMPLOYERS WANT? Dependability. An employer considers the applicant’s disposition and personality, trying to judge whether he or she is dependable. For example, would the candidate rush home at precisely five o’clock despite an office crisis, or would he or she take enough responsibility to volunteer to remain after hours if an emergency arises? Ability to learn. An employer wants to know the extent of the applicant’s education— not only formal programs and degrees but also self-instruction and single courses. This information indicates the applicant’s willingness and capacity for learning. For example, an employer may hope that you know the specific computer software the company already uses but not be too concerned if you aren’t familiar with it if you show the potential to learn quickly. WHAT DO EMPLOYERS WANT? Willingness to follow instructions. An employer wants a candidate who follows instructions carefully and willingly. Of course, a good office assistant will soon take initiative and perform certain tasks differently to save time or improve results. But the office assistant who always demands complete control may ultimately become unwilling to follow instructions, debating or questioning every one of the boss’s directives. Though intelligent input from an office assistant is prized, an employer usually prefers not to argue points that he or she has already decided. The employer is concerned with more important matters than explaining all the reasons for pursuing a particular policy. Therefore, the employer looks for an office assistant who will execute a decision no matter how many alternatives may seem obvious, or no matter what a former boss did in the same situation. In other words, the employer wants someone whose personality will be an asset rather than a liability. WHAT DO EMPLOYERS WANT? Loyalty and confidentiality. Although these qualities are impossible to discover during an interview alone, every boss wants his or her office assistant to possess them. In an office, there is nothing more unwelcome than the “human sieve” who constantly chatters about every conversation heard, spreads idle rumors like wildfire, and must constantly be screened from confidential projects and information. No matter how efficient, how educated, and how experienced that office assistant is, his or her employment will be short-lived. WHAT DO EMPLOYERS WANT? And something else. A keen employer wants more in a prospective office assistant than these general qualifications. During an extended interview, the employer will be looking for quick-wittedness, flexibility, commitment to work, a certain quality and level of conversation, and a sense of courtesy. This last attribute is essential in establishing cordial relations with clients and fellow employees. DAILY ROUTINE YOUR OFFICE Office conditions for office assistants vary. Your employer may be an entrepreneur working from a small office or even from home. You may find yourself in a law firm, a doctor’s office, a sales office, a warehouse front office, a retail business, or a service business. Your company may have branches in several states or even several countries. The general activity of the business—selling, servicing, or perhaps manufacturing—may be located in the same area where you’re expected to perform your job, or it may be far removed from where you work. All these conditions may change over time as the company does. YOUR WORKSTATION The location and conditions of where you do your day-to-day work can be critical to how effectively you perform. Look first at how your workstation is placed physically within the entire office setup. Is there a reason your desk is where it is? Analyze the traffic patterns around and through your workspace. Do coworkers have to pass through it to get from one operation to another? Study your own work patterns. How often do you go back and forth to the filing cabinets each day? How far away from your desk are they? Do other workers share these files? Is there a more efficient way to organize the office? YOUR WORKSTATION You may find it helpful to draw a sketch of your office and try out alternative arrangements on paper before you make suggestions to your employer. Each proposed change must consider two questions: (1) Will you work more effectively in a different office layout? (2) Will your proposed changes affect another worker’s effectiveness? Whether or not you have input on the physical placement of your workstation, your desk and immediate workspace are yours to organize in a way that makes you comfortable and allows you to be as productive as possible. Your immediate workspace may include a desk, chairs, files, bookshelves, credenza, and portable tables. As you arrange these items, plan a layout that considers your work habits as well as the traffic patterns for yourself, other employees, and clients. YOUR WORKSTATION Desk chair. Your chair should help promote good posture and back support, and it should be adjustable so you will not tire quickly. If possible, try to obtain an ergonomically designed chair. Lighting. Proper lighting is highly important in any office. Your work area should have sufficient lighting to avoid causing you eyestrain and headaches yet be positioned to minimize glare on your computer monitor. YOUR WORKSTATION Desk. Your desk should be large enough to hold the office supplies and equipment you work with most often and to provide a clear area on which to work. Keep your most often used supplies and equipment, (such as your telephone, memo pad, in and- out box, and stapler), within easy reach when you are seated at your desk. Any reference books that you use frequently should also be easy to reach, as well as a desk reference organizer. A desk organizer with slots is useful to store various work-in-progress folders so they can be quickly found when needed. YOUR WORKSTATION Supplies. In your own desk, keep enough frequently used supplies to last for a week. At the beginning of each week, restock your supply. Neatly arrange these materials in drawer organizers, small boxes, or other containers. Store ink pads upside down. Computer. Your computer should be on a surface apart from your desk, preferably its own desk or table. In any case, you should be able to fit your legs under this surface comfortably as you work. Power cords should be kept out of the way, so you will not inadvertently disconnect them with your feet. Multiple power cables can be connected together with twist-ties. YOUR WORKSTATION Besides a computer, keyboard, monitor, and printer, your computer workstation will most likely also be equipped with a mouse, a good-quality mouse pad for extra traction, printer, and software reference manuals. Other useful accessories to help organize and protect this equipment include plastic dust covers for both the computer and keyboard when they are not in use, a computer fan to prevent overheating, an antiglare monitor cover to reduce eyestrain, and acoustical hoods for printers. All expensive office equipment such as computers, monitors, and printers should be equipped with a surge protector. If you work for a small company, you may have to arrange all these elements so they can also be used by fellow employees without interfering with your other work. OFFICE SUPPLIES Depending on the size of the company and your own responsibilities, you may have to order office supplies for yourself, your department, or the entire business. You can purchase supplies at an office supply store, in person or by ordering over the phone. When determining an order, do not overestimate your need. Keep an inventory of your supplies and when you use them. A logbook is a useful way to keep a record of supply use. In addition to everyday supplies like pens, pencils, staples, paper clips, and file folders, some items may need special consideration. For example, fax paper, computer printer toner or ink cartridges, computer diskettes, copier replacement cartridges or toner, and copier paper must be ordered with your exact office equipment in mind. OFFICE SUPPLIES Office supplies should be kept in a supply cabinet, shelf, or file cabinet. If coworkers have access to these supplies, consider labeling the shelves to help stay organized. Keep the supply storage area orderly and clean. Items that you use most often should be stored at eye level, where they will be easy to see and reach. Those that might spill should be kept on the bottom shelf. Try to keep the label from the original packaging attached to the supplies; the information will be helpful when reordering the item. For the same reason, keep opened reams of copier and office paper inside the wrapper, leaving the label on one end. There are many different types and weights of office paper, and some are better suited for certain applications than others. For example, most copiers work best with 20-pound uncoated paper stock. Saving the label will help ensure that you have the right product for the job. WORK PLANNING The first thing to do when you arrive at the office every day should be to air the rooms and regulate the heat or air conditioning (unless it’s set on a permanent basis by building maintenance). Then arrange your desk for maximum efficiency, and replenish your supplies. Prepare your notebook and pencils for taking phone messages or to be ready if your employer gives you a task that requires taking notes. Consult your desk calendar or your computer’s calendar to be sure you’re aware of all you must do during the day. Check your list of recurring matters: appointments, meetings, payroll dates, bill payments, and tax or insurance deadlines. Give your employer a reminder list of appointments and other activities, and prepare any material from the files he or she will need. WORK PLANNING As part of your normal daily routine, try to order your activities in the most productive way. When you have to leave your desk to run an errand, for example, do other errands at the same time. Whenever possible, use the telephone instead of delivering a message in person (unless, of course, your employer asks you to do so). You may also use email. If you have tasks that involve mailing or shipping, plan them with pickup and delivery times in mind. Maintain a daily To-Do list on paper or in your computer, and check off each item as it is accomplished. When new projects come in, try to complete them as quickly as possible. Prioritize your work. If you have several ongoing projects, and a new one comes in, ask your employer which one has the highest priority. WORK PLANNING Each evening before you leave the office, make a list of what you need to do the following workday. Then put away all of your work and work-in-progress files, either in your desk drawers or in a filing cabinet. Work that is especially sensitive, such as client lists or accounting records, should be put away in a locked file cabinet. Your regular routine includes keeping your work area clean. Clean out your desk drawers periodically. Your computer and other office equipment should be cleaned using a slightly damp towel. Compressed air in a can is useful for blowing dust off your computer keyboard and monitor screen. WORK PLANNING In addition to maintaining your immediate area, schedule regular servicing for all office equipment as part of a preventive maintenance program. You do not want to wait for equipment to break down in the middle of a big project with a firm deadline. Here, the old adage is so important: An ounce of prevention is worth a pound of cure. Finally, always be thinking of ways you can improve your own performance and the efficiency of the office. Look for problems, and try to find ways to solve them. An orderly, smoothly running business has a greater chance for success, and your company’s success will help ensure your own. DICTATION Besides storing notebooks and pens in your own desk, keep a notebook, pencil, and pen in an inconspicuous place in your boss’s office so you are always ready to take dictation, even if you’ve just looked in to announce a caller or deliver a message. You will save your boss valuable time since you won’ t have to retreat to your own desk for supplies. Each day, when you begin dictation, first write the date at the top of the notebook page. When the dictation is over , write the date once more at the end, and draw a line across the page. Though there may be several dictation periods each day , you will find this notation helpful, if only in times of emergency; you will be able to refer to your notes rapidly should questions arise. If you take dictation from more than one person, keep separate notebooks with the name of each person on the outside in a prominent place. If you are asked a question about one of the letters, you will be able to reply without hesitation, especially if you’ve remembered to write the date before and after each session of dictation. DICTATION During regular dictation, your employer will often include faxes or other communications that should be sent out promptly, though he or she may continue dictating for an hour or more before you can take care of them. In such an event, immediately after taking the dictation of the fax, or urgent letter, turn down the corner of the page in your notebook so that you can find the material as soon as you reach your desk. Occasionally, your employer may dictate a remark that you cannot hear distinctly.It’s imperative that you ask your boss to repeat the statement before continuing. Accuracy is more important than an unwillingness to interrupt, and your employer will respect you the more. When the dictation contains names of correspondents, companies, and products that are unfamiliar to you, ask if these names are in the files or whether there are explanatory papers you should have. Ask this before you close that bit of dictation, and plan to refer to those papers before transcribing your notes. TRANSCRIPTION Transcription involves good typing skills, knowledge of grammar and punctuation, mastery of word-processing software, and familiarity with transcription software, as well as good formatting, proofreading, and listening skills. If you find that you have weakness in any of these areas, work on trying to make improvement. Make sure you have the right equipment that will make the job easier. Organize your work area and have reference books available. Always use effective English and sentence structure, even if the speaker on the recording didn't’ t follow the usage rules. To familiarize yourself with the terminology, learn as much as you can about your company’ s business. TRANSCRIPTION An employer who is intelligent, well read, and well traveled will have an extensive vocabulary that he or she naturally uses in dictation. Take every opportunity to improve your own vocabulary, adding to your knowledge of language day by day. When dictation contains a word unfamiliar to you, place a large question mark on the page, and when the particular fax or letter is finished, ask your boss—without embarrassment—to spell the word for you. This shows that you want to learn and make your employer ’s vocabulary your vocabulary. To improve your listening skills, remove all distractions. As you listen, focus on voice inflection in order to gain an understanding of the meaning. Listen to a phrase or a sentence and then stop the recording and type what you’ve just heard. Then start the recording again and listen to another phrase or sentence. As you repeat this process, you eventually get into a rhythm that best suits your working style. If your boss has noted on the recording that there are several corrections to make, take the time to listen before you type. You may save yourself a second typing this way, especially if your employer failed to mark the end of the letter, or if you want to estimate its length before you begin. In such a situation, perhaps you’ll prefer to do a rough draft instead of merely listening. Using a rough draft is also a good idea when you begin to transcribe for a new dictator , because your ear may have to accustom itself to the new voice. A rough draft is simple to do using a computer with corrections made quickly and effortlessly. TRANSCRIPTION After transcription of your notes, be sure to read over what you’ve typed. If there is even one error, it’s better for you to find it rather than another person. With computers, corrections can be made in a second, and you can produce a perfect, well-spaced, and balanced page. As you proof your work, check to make sure the transcription makes sense. Are there any inconsistencies to references? Is the grammar , punctuation, and formatting correct? Have you used the correct words? And of course, run a spell-checker and proof the document for typos. YOUR EMPLOYER’S OFFICE Some employers consider their offices sacred ground that is not to be touched; others appreciate having their assistants dust and straighten up. You’ll soon learn your own boss’s preferences. If he or she doesn't’ t mind, start by stacking the files being consulted and replacing those already consulted in the cabinet. Ask, however , before removing papers or documents from your boss’ s desk, especially those you have noticed there for quite some time. Discretion is always necessary. You must not overstep your role by touching or mentioning papers that your employer considers personal or private. In addition, many employers maintain their own unique filing system atop their desks and advise their office assistant not to touch those stacks unless absolutely necessary. One such necessity may be if the boss telephones from out of the office and asks you to retrieve a letter or document from atop the desk. If this happens, turn the stack to the side at the point you found the letter, so that you can later replace it exactly where it was. When you make appointments for your employer , record them on both your boss’ s calendar and your own. Be sure to remind your boss of these appointments—even though they’re clearly on the calendar—so that he or she won’ t schedule too much work, for example, on the morning of a conference. THE INTANGIBLES Besides performing the usual office duties, all office assistants encounter many situations that are a test of character , judgment, and memory. The office assistant must know exactly what the employer wants kept confidential. In some instances, your employer may frankly explain when something is not for public consumption, but do not assume otherwise if he or she says nothing. When someone asks you about a confidential matter , it should never be necessary to lie. A graceful “I couldn’t say ,” is sufficient, especially in response to those who understand and respect your position. An office assistant must exercise self-control every moment, even when courtesy is strained. While on the job, you are not living your personal life but rather representing your employer. Because of this, you cannot succumb to mood swings or to criticism of those around you. You must always think before speaking and keep yourself open like an impersonal channel for the fulfillment of your role as office assistant. Think of how a diplomat must act while representing his or her country in a foreign land. A great many little matters between an office assistant and his or her boss are left unmentioned between them. In a good working relationship, a type of telepathy develops between employer and office assistant. Their understanding of each other contributes to their mutual success. TELEPHONE USAGE TELEPHONE MANNERS Office Assistant must have a pleasing telephone personality and a well-modulated voice that conveys dignity and courtesy. Because you are not seen by the person at the other end of the line, you are judged—and more important, your employer is judged— by your telephone manners. Show interest in what is being said. Reply in clear tones, never raising your voice. Be a good listener, and know what the person at the other end of the line is saying to you. When the telephone rings, answer it as quickly as possible. At all times, have a memo pad and pen near the telephone. If it’s necessary to delay for some reason, make a polite request such as, “Please wait a moment while I check the record for you.” If you must spend some time finding the desired information, of fer to call back. If the caller prefers to stay on the line, put the line on hold rather than setting the telephone receiver down on your desktop. TAKING AND TRANSFERRING CALLS If there is no switchboard, state the name of your company and your own name when answering an incoming call: “The Brown Company , Ms. Robertson speaking.” If the business is large enough to have several departments and the operator has already answered the call before ringing your extension, state your department and your name: “Accounting Department, Ms. Robertson speaking.” If there is no department and a call is referred to you, give only your name: “Ms. Robertson speaking" TRANSFERRING A CALL If you can take care of the matter yourself, do not transfer the call. If you must transfer the call, first tell the caller: “Mr. Jack Phillips is in charge of insurance, and I am sure he will advise you promptly. I’ll transfer you.” If the transfer must be made through an operator, always provide full information so that the caller doesn’t need to be questioned again: “I have Mr. Black on the line. Please connect him with Mr. Phillips in the insurance department.” If the caller has not identified himself, say: “Please transfer this call to Mr. Phillips in the insurance department.” If you do not know to whom the call should be directed, advise the caller: “I’ll have the proper person call you back in just a few minutes.” HANDLING YOUR BOSS’S CALLS When answering your employer’s telephone, you may sometimes discover that the caller’s assistant has placed the call. In that case, say: “Thank you. Just a moment, please.” Then announce the call. Your boss will pick up the telephone and wait until the person calling is connected. Never ask the administrative assistant who placed the call to put his or her employer on the line first, unless your employer is a high-ranking person requiring special consideration. When one businessperson calls another, both should be treated equally. When you place a call for your boss, you naturally expect the assistant of the person called to put his or her employer on the line before you connect your own. If you are calling Mr. Fisk and the assistant answers, say: “Is Mr. Fisk there, please, for Ms. Barrett of the Barrett Company?” If Mr. Fisk’s assistant knows the proper response, he or she will put Mr. Fisk on the line. Then you say to your employer: “Mr. Fisk is on the line, Ms. Barrett.” If Mr. Fisk’s assistant is not cooperative, continue to speak courteously. Return to your boss and explain that the other administrative assistant insists that Ms. Barrett go on the line before Mr. Fisk will be connected. TAKING MESSAGES Many companies do not have a central switchboard with an operator or a computerized voice mail system. In this case, the office assistant is asked to answer incoming calls and place outgoing calls. It’s useful for the assistant to keep an accurate written record of both, particularly incoming calls when the employer is not in the office. You should record the caller’s name, telephone number, purpose of call, and any message. When a caller has a message to leave for your employer or another employee, take the message verbatim. Write it exactly as stated, taking time and being patient with the caller. If you don’t understand what the caller is saying, ask to have the message repeated. The message may be very important to your employer, and a single word omitted or out of place could make a significant difference in the meaning. TAKING MESSAGES If you are unfamiliar with the caller’s name, ask for the spelling. Make sure you note whom the message is for. All office supply stores have telephone message slips to make this record keeping easy. Some message slips come in booklets with carbon copies. The original can be placed on the employer’s desk. The copy is maintained in the booklet, perhaps for later use or reference if the original has been destroyed. A major advantage of using printed telephone message slips rather than blank scraps of paper is that you are more likely to take a complete message by filling in the printed form. A telephone message slip has lines for the name of the person being called, the date and time of the incoming call, the name of the person calling, the name of that person’s company or organization (if given), the caller’s telephone number, and the message (if any). The last line on the slip is for your initials as the taker of the message. By placing your initials at the end, you are assuring yourself as well as your employer that the information is complete and accurate. COURTESY All callers should be treated with great respect and a patient tone of voice. If another call comes in while you’re speaking, ask the first caller to hold the line, answer the second call, ask if the second caller can hold for a moment (saying that you are on another line),and then return to the first caller. Never keep a caller waiting or on hold for any length of time. When you return to the line, thank the caller for holding. Keep in mind that his or her time is valuable. Never put one line on hold without informing the caller, not even when two or more incoming calls arrive simultaneously and two or more lines are ringing. Many callers hang up when this happens, and your employer could very well miss a much-needed business call. You’ve no doubt experienced this yourself as a caller and will always retain negative thoughts concerning that company. Always have the courtesy to say , “Hello. Can you hold a moment, please?” Then wait until the caller answers yes or no. It is frustrating for a caller to be asked, “Can you hold a moment, please?” and then be cut off before he or she has had a chance to say no. TELEPHONE ETIQUETTE TIPS The following checklist will assist you in practicing good telephone etiquette and performing your telephone answering responsibilities in a professional manner: 1. When you take a call, turn away from your computer , desk, and other work. Don’ tallow distractions to take your attention away from the caller. 2. Always have something available to write with. 3. Answer calls by the second or third ring. 4. Smile when you answer your calls. Even though the caller can’t see it, he or she will hear the smile in your voice. 5. Use a “telephone voice” where you control your volume and speed. Speak clearly. 6. Be enthusiastic and respectful. 7. Greet the caller and identify yourself, your business, and your department. 8. Ask the caller, “To whom am I speaking?” TELEPHONE ETIQUETTE TIPS 9. Then ask the caller, “How may I help you?” 10. Avoid unnecessary jargon and acronyms in your conversations. 11. Use the caller’s name in your conversation. 12. Practice good listening skills. 13. If there is a problem, be concerned, empathetic, and apologetic. 14. Thank the caller for calling. Ask the caller to call again. 15. Never eat, drink, or chew gum while you are on a call. VOICEMAIL ETIQUETTE The goal of voice mail etiquette is to improve communications without being inconsiderate. With voice mail, there are two sides to the communication: the caller and the person being called. Each should follow certain guidelines. Callers frequently become upset with “bad” voice mail systems; however , they fail to pay attention to the fact that sometimes they are “bad” callers. The following are somethings for callers to consider when encountering voice mail: Leave a clear, concise message with a phone number. Provide a good time for the call to be returned. Unless you have indicated it is an emergency or a problem with an extreme time deadline, do not assume the person checks voice mail regularly—you should assume a call back will not be immediate. Remember that sometimes voice messages are lost somewhere in the system. A person may accidentally delete a message. Use voice mail as a way of informing a person that other communications are waiting or coming, since voice mail users frequently check voice mail more often thane-mail or the fax machine. VOICEMAIL ETIQUETTE Never leave confidential, inflammatory , or embarrassing messages on a voicemail message. If your office has voice mail available, you should observe the following guidelines: When recording your message, keep your greeting short. Tell people how and when they can reach you. Update your message frequently to inform people of your schedule, especially if you cannot return messages quickly. Keep your message friendly, but don’t forget professionalism. If you use voice mail to receive messages, check it frequently throughout the day. Return calls in a timely manner—don’t use voice mail as a way to avoid interaction. Encourage your callers to leave detailed messages—you may be able to leave the answer on their voice mail without a two-way conversation. Respect the confidentiality of any messages you receive. Treat all voice mail messages the same way you would treat any private conversation. OFTEN USED NUMBERS Your employer no doubt uses certain personal telephone numbers regularly. You will soon memorize many of them without effort, but it’s useful to keep a short alphabetical list of these numbers close to the telephone for quick consultation. The list might include numbers for the boss’ s spouse’s workplace, the schools his or her children attend, the stores the boss and his or her family frequent, as well as their country or health clubs and the boss’s physician, dentist, mechanic, accountant, and personal friends. Most office telephones can be programmed to dial frequently called numbers automatically, saving you time and effort. Some computers also have this function and can dial frequently used numbers quickly and efficiently. On any directory that you make up, the telephone numbers opposite each name should contain the area codes. For long-distance numbers, also note the time differences between other cities and your own to avoid disturbing people at awkward times. Some assistants leave their directory fitted beneath the desk blotter or taped to a pull-out shelf of the desk. Others like to keep their desks uncluttered. Still others prefer to keep the boss's personal numbers confidential.