Technical Skills Essential to the Role of Secretarial Administration - Essay Example

Technical Skills Essential to the Role of Secretarial Administration Description of Concrete Experience: My experience in administration began when I was appointed as personal secretary to the Director-General of the Department of Arts and Culture in 2000. My duties included the giving of administrative support to the Director-General. My main focus was administrative leadership, security and control functions which facilitated internal and external communication of the Head of Department with Top Management, Board Members and Agencies receiving state funding for arts and culture. I got familiar with the Department’s policy regarding its system of correspondence, which included the drafting of internal memoranda, letters and submissions for approval of funding proposals according to the system of delegation. In my 10 years of employment with the Department, I prepared agendas for board and in-house meetings, took notes and set-up minutes of the meetings. I had to organise internal staff meetings and provide all related documentation to the program managers (heads of the department’s divisions) like the financial executive director. Of my functions were to build a complete and efficient filing system in the form of paper files for back-up as well as an electronic filing system which kept track of each matter under discussion. Each unresolved matter was given a deadline date and the computer programme gave a daily print-out of outstanding matters with regard to urgent bookmarks for immediate attention that day. Furthermore, I maintained calendars, scheduled and coordinated meetings and handled logistics around a case. The computer system would give me the file name relating to the subject and the file included previous reports and correspondence relating to previous decisions taken on the matter. I had to handle the logistics for the Chief Executive’s Officer (CEO) which included his travel and accommodation arrangements and coordinated such arrangements within the already busy schedules of the other executives concerned. The Director-General’s office houses the original decision-making documents of the Director-General. Paperwork of the agencies’ contracts, funding sources and related enquiries, are copied and sent to the program managers handling the case. Other of my main administrative and secretarial management duties were the preparation of personal documentation for the CEO, like a special request concerning typing a letter, changing the proposed content, amending mistakes, copying supporting attachments, speed posting or delivery by hand. I administered the postal tracking system, which included the processing of documentation relating to receipts and proof of dissemination and to whom and on which date posting took place. A head of department does liaise and cooperate with other state and federal department executives on communal projects. I had to communicate with public officials of other executives’ offices on behalf of the CEO. As the most senior member of the administration of the CEO’s office, I had to supervise my subordinates, give guidance on policies and procedures, control electronic submissions and letters sent on behalf of the CEO and make sure that each step I took was brought to the Head’s attention unless it was delegated to me. My main overall task was to protect the Administrative Office of the Director-General and to make sure all work was done with exceptional speed and with effective results that contributed to the successful performance of the overhead state machine. Reflections: Looking back, I can see how my skills have improved. Initially I was uncertain because I did not have the policy background of the Department of Art and Culture, nor was I fully orientated with regard to the mission and functions of the Department. This was immediately rectified after I attended an orientation course on the working of state and federal departments. I realized that my main task was to facilitate decision-making for the CEO. His decisions would impact on the development, maintenance and preservation of a national cultural heritage, the development of international relations with exchange cultural programs, nation-building through the conservation and management of the country’s cultural and historical heritage, values and customs. I gained insight into the development of national museums and libraries, the conservation of the literature patrimony, the rendering of national archive and language services and the development of policies in that regard. The funding of agencies promoting art, cultural and historical activities, was the main focus. Learning the office’s policy with regarding to financing, communication and control through its audit and report system, prepared me to become accountable for my decisions. My personal commitment in terms of responsibility and dedication together with my developed management skills made me a successful administrator. At the same time I fulfilled my career goals while I experienced work satisfaction. Generalisations/Principles/Theories: The administrative office of the CEO is the window to the nation we serve as public servants. The policy and mission document of the Department stipulating its goal and functions must be clearly understood before participating in a discussion or setting up a policy document for the agencies that cooperate in achieving the uniform goal and long-term benefits for the country as a whole. State or Federal funding is only warranted if the each agency impacts on national wealth development within each fiscal year. The audited annual report from each agency that is submitted to governing and legislative bodies and the State or Federal treasury, should reflect achieved goals and pitfalls to be addressed. For administration purposes, a clear manual guiding all the funding and report procedures must form the basis of all departmental activities. Testing and Application: I have found through my direct experience in the CEO’s office that good preparation will result in successful completion of a task. I realised that the best method to achieve speedy results is to study the background of the matter. This increased my understanding of the case. I took note of any previous pitfalls and reasons why certain decisions were not taken. Motivating a specific proposal and giving the qualitative and quantitative implications of such decision, are sought-after elements in promoting a funding proposal. It is policy that only a founded proposal can be confirmed or approved. I upheld procedures that were conducive to the organisation’s standards and culture before costly and time consuming processes were considered as alternatives. My experience of previous similar cases prepared me for most effective decision-making and allowed me to avoid mistakes made in the past. I weighed- up the pros and cons of the proposal and maintained the most cost-effective strategy to conclude a matter. I realised that an action is not complete before the action-plan is not reviewed on a quarterly or other cost-effective basis. If such evaluations confirm the wanted outcome, your activity is a success. Subtopic 2: Describe the principles of organisation including time-management, work-planning and decision-making Description of Concrete Experience: I have found with my experience in the CEO’s office that it is essential to have the best skills relating to time-management, work-planning and decision-making. I learnt that before I could do my work-planning, I had to prioritize each given activity for the day, each ensuing day, week or month on a calendar, giving each activity a timeline and deadline. This meant that I had to set-up a schedule for myself and my subordinates, delegating activities to the person best-suited for the successful best outcome of the matter. Keeping pitfalls in mind, compels me to manage interruptions and keep control of time. Dealing with lateness and punctuality problems taught me to train and organise a second person that can take charge in an absence. I discouraged time-consuming discussions of a matter so that we could focus on our goal, stick to the point in a concise manner in order to maximize effect and optimize our time. When time is short, I learned that the best way to challenge a task is to set a goal, concentrate and focus, balancing skills for maximum productivity between the limits of time available. In a managerial position, you are expected to make impromptu decisions. I found that if I respect my ethical foundation, adhere to just principles and values and take note of what is most important, I can choose fairly among the options. I found that if I discussed the options with an expert, I get the best comparative input. We would weigh the implications and project an outcome. If we evaluate the risks and concur with a solution, the decision-making process will be more of a group solution based on consensus. Reflections: Looking back at my work-planning and time-management, I can see how I improved. Initially I tended to rely on my own decision-making and found that if I allowed a group discussion and there was consensus, I gained better cooperation from the sub-ordinates. At the same time I trained my staff to work on a higher level and I made them a part of the solution. Furthermore I realised that if I offering my subordinates scheduled time for certain routine tasks, that is, fixing an activity to a planned period as well as teaching them not to procrastinate, but rather finish a task in advance, they were given a step ahead. Have more time for urgent unforeseen matters help to make a work day less pressured. I became committed to set their priorities, coordinate their tasks with their teammates’ and use a planner to list each task’s deadline. In that way I would break-up a task into multiple steps and set a deadline for each activity. Good preparation gives a worker confidence, time and flexibility with the least limitations. I found that having logical steps and a sequence in a work process, excludes mistakes because each step is rated essential to precede the following step. Generalizations/Principles/Theories: An organisational skill is the ability to use time, energy and resources in an effective way so that you can achieve your goal. My self-discipline and organisational skills are crucial to my organisation and profession. I also guided my subordinates to be organised administrative secretaries, which means they have to have their fingertips in the day planner where each activity is identified with its priority value and due date. Any relevant information to facilitate ongoing monitoring or notes that help to review or postpone an activity need to be noted. A computer program will be able to tell if a project is on course, why so and which steps are need to bring a project back on track. New strategies with new deadlines should be added to the planner program. I have learned that one should never ignore the competency of the secretary who offers hands-on proposals to improve a system. The revision of the feedback system which is to be integrated into the deadline system was undertaken recently to create more room for motivation or change of plans regarding a particular project. I learned to create a timely feedback loop for the CEO to be updated periodically, or as needed for on-going projects. Testing the application: Because of the a compulsory feedback system which was installed, my office can now without prompting the managers, request an automatic and up-to-the-minute spread-sheets analysis, graphs and valuable current information regarding a subject. We have now improved the monitoring process but I still need to work on a quality control system whereby all the required information is forwarded in a memorandum. For that, I have developed a model template according to which the presentations should be done and I have found in my experience, that the best way to inform all concerned, is to have a team-building conference where the model memorandum can be fully analysed and conceptualized. Giving relevant and crucial information to the CEO to base his decisions on, is vital as no precedent is allowed in legally fair decision-making. The whole picture of a matter, especially where legalities as well as financial parameters are concerned, will solidify the ultimate decision to be taken. Subtopic 3: Explain the principles of effective interpersonal relationships Description of Concrete Experience: In my experience as Human Resource Manager, I learnt that your job success depended on your inter- personal relationships with your co-workers to harmoniously co-exist in a work environment fuelled by the same strong desire to achieve a mutual goal, i.e. to serve your country on the particular level chosen for this discussion, namely Arts and Culture. I have experienced that if your co-workers are happy, the mood will be self-inspiring. I have learnt that the leader of the team should always display confidence and possess a genuine amount of kindness, humility, interest and have a strong sense of purpose. In inter-personal relations I have always had a genuine interest in others and I am constantly on the look-out for matters that could slow down a process, like reasons for a certain absence or late arrival. As supervisor I work hard to accommodate a co-worker if he or she has a crucial and special need, be it work-related or not. I experience that because I am a good listener. I can associate with the other’s needs. Showing regard and respect for others cultivate trust and trustworthiness amongst the co-workers for a coherent spirit. Reflections: In looking back, I see how important it is to have the trust of your co-workers. Being a supervisor does not mean acting as a superior or controlling the activities on a rigid basis, but allowing understanding, space for development and creative self-expression and work fulfilment. I have found through my experience that a guided conversation toward relevance, and by stating policy in that regard, can help me to a fair and appropriate response. Quoting what the law says offers protection and certainty. I found that the most important task as supervisor of an administrative office is to be fair and prepared for any question that may arise and have a visible and true interest in the solving problem to the best of your ability. Preparedness allows for the utilization of already established and clear guidelines. With inspiring leadership and co-operation I created a management within an environment conducive to teamwork. The fact that I always dressed professionally and displayed a professional attitude induced a positive and neat image into the office. Generalizations/Principles/Theories: Earlier on in my career, the organisation taught me the importance of the establishment of a code of conduct to follow with regard to seniors, peers and subordinates. A good rapport creates a feeling of comfort and common ground easing tension which facilitates communication. Communication strategies were put into place relating external communication in the form of conferences, workshops, social events and other team-building initiatives. The clients I served need a safe harbour, our office, to return to when their mission is completed with profitable efficacy. Testing and Application: Through my experience in staff management, I have had to hone my interpersonal skills and personality to better develop rapport with my staff, leaving them more susceptible to my leadership. I always employed a person whose character best fit the culture of the office and mission of the Department. I became dedicated to submit objective staff evaluation reports which were used to consider special rewards like bonuses for excellent work or the promotion of a candidate. The staff evaluation report system reflects the climate of the office in general, which in turn is an important signal to management that the working environment of the concerned staff member reported on, is in order or not. I appreciated the annual inspections from the departmental auditing services. That control procedure is essential before the departmental annual report is submitted to the board. Subtopic 4: Describe the principles of effective verbal and written communication Description of Concrete Experience: I have from the very beginning worked with my seniors to adapt to a formal, clear and concise style of writing. Words of power entered into my vocabulary. I realised that it was wise and less time-consuming to allow my subordinates to write standard letters in one particular style and format I recommended on the basis of my experience in writing reports, letters and memoranda during the past ten years. An effective filing system creates a history of previous correspondence. To keep track of a comprehensive paper trail, supports the idea that records have to reflect the total picture. I have learnt that no filing system is effective if it is not based on a standardized and professional indexation system. A system can have an alphabetic and/or numeric order and be based on a logical and workable sequence, within chronological time-frames. If it is not done properly, it can become a heavy and fruitless workload for the filing clerk. I found that the system of cross-referencing is more effective, although more work intensive. I have build my experience in public speaking and reading as I had to read reports to board or committee members as well as lead discussions in formal meeting situations. I have developed a manual for secretaries to handle oral communication with specific reference to telephone etiquette as I understood how important it is to get the correct message over in the right way. I was taught to strive to make my written and spoken word as credible, appealing and logical as possible. The seven C’s of communication was easy to remember, namely clear, concise, concrete, correct, coherent, complete and courteous. I also never ignored body language which is a non-verbal cue to understanding. Reflections: Communicating efficiently is a matter of productivity. The weaker your communication system is, the less productive you become. Having studied work procedures and methods, it became clear to me that each procedure I follow should incorporate the communication policy of our department. A procedure is a step by step indication of a method to follow when a certain work activity is performed. My personification of communication makes my words alive, fresh, thought-provoking and appealing. I thought of how often I communicated with people in a day. I write, e-mail, facilitate meetings, participate in conference calls, create reports, create presentations and debate with colleagues. The question arises of how can I boost my productivity in the clearest and most effective way? Generalizing/Principles/Theories: I have come to the conclusion that to improve writing and oral language skills I have to practice it and follow examples of great writers and orators. Schooling in writing and speaking is essential and for that, I set up a manual that covers the main writings styles, typing styles and formatting which are set as policy for the office. It has now been standardized throughout the whole Department. It facilitates up- or downloading of electronic mail and corrections can thus be easily be made. If I use the same printing sizes and styles throughout, I give new documents with older attachments a uniform look. This is all to promote neatness. The concept of gathering data and research material for written assignments or the editing of the work of my subordinates, allows me as supervisor to give him or her directives and instruction on how to improve the content with essential background descriptions and researched data of similar cases. The principle of on-going training in communication should be a must in every work environment. I have set-up a few guidelines on how to approach writing and speaking. I found that I received the best results when I was clear about the goal and purpose of the message if I gave it a laser-like focus. For conciseness, I minimized the ideas in each sentence and found the best descriptive word that fits the audience to promote a clear, correct and complete picture of the matter. No message is effective and civil if it is not transferred in a respectful, friendly, honest and empathic way. When I connected the true and complete content, I would bind my message concisely, emphasizing and repeating the necessary keywords in a form of confirmation of my message. If I wrote the message, I would make sure that it was grammatically correct and would normally ask to confirm the request or message is understood. Feedback completes the loop. Testing and application: I have found in my experience that the best way to gather data is to make a photo-copy of an ideal or model letter or memorandum, file it or store it as a template for future reference. However, I treat each case uniquely and for that I need a good sense for adaptation to use the form in such a way that I can modify the content to accommodate all the unique points of interest and focus. Innovative thinking must become a rule. I also found that the revision, editing and checking of a presentation by more than one person, is also a form of control and offers a stamp of approval that the content is trustworthy and a true reflection of the matter, passed by more than one level of authority. Subtopic 5: Discuss contemporary State/Federal Legal Issues and Regulations that impact on a secretarial administrator Description of Concrete Experience: When I was first employed by a State Department, I was not sent on an orientation course for beginners. This caused that I had to seek service benefit information such as leave allocation, medical insurance, labour compensation laws, career paths and more, by myself. I further found that discriminatory practices should be stopped in the bud and that no State or Federal Department in the US or private institution, should be tainted negatively with a human rights question. I concur that each worker has the right to equal opportunity when certain criteria like educational qualifications, experience, person-specific and post-specific requirements like specific skills, are met. Reflection: I have learnt from experience that each new appointee should be informed of employment laws that are applicable to him or her. It has become apparent that most beginners do not have knowledge of their rights and privileges in the work place. An orientation course with specific reference to service benefits for each new entrant in a service is essential. I found knowledge of regulations related to minimum wage and overtime pay, occupational health and safety, employee benefit plans (retirement) and other standards in the workplace, useful in orientating my subordinates. It gave them a sense of security and confirmation that they are legally being looked after. I followed the interactive website of the US Department of Labour on a regular basis to reflect on revised regulations and recent amendments to laws which helped to clarify a number of recent federal and state employment laws. I found that in nearly every industry, be it schools, hospitals, prisons, government offices, legal and medical offices and businesses, make use of administrative and secretarial services. Industries in partnership with governmental institutions can cooperate to activate programs for further education to lift the standard of the secretarial services of the nation. Generalization/Principles/Theories: The US Department of Labour has an on-line service where legal advisors offer their advice on labour matters and labour disputes or irregularities. At www.doleta.gov/compliance/laws/main.htm you can enter into the e-world of Labour Law. There are links to an Employment Law Guide, a summary of major Labour Laws, Regulations and Rulemaking. The Occupational Safety and Health Labour Laws are open for online discussion with the Department of Labour. It has been helpful to link to on-line e-laws relating to the Employment Law Guide. The Guide describes the major statutes and regulations administered by the US Department of Labour (DOL) that affects businesses and workers. It is designed for those who need hands-on information to develop wages, benefits, health and safety standards and non-discriminatory policies for businesses. Equal opportunities for all, labour protection and compensation are worker’s rights that have to be respected in the democratic world Testing and Applications: I have experienced that the best way to settle a misunderstanding or dispute in the work-place, is to make a full submission regarding the matter, with supporting documentation as proof. I found that the advice of my Human Resource Manager and my Personal Legal Advisor is the most feasible way to handle the matter. As an administrative and secretarial office manager, I regularly visit the website of the US Department of Labour to familiarize myself with the up- to- date summaries of major Labour Laws and Regulations and from time to time, I test the on-line interactive e-tools to remain abreast of amendments. -------------------------------- Works Cited Web. www.mindtools.com/decisionmaking. Web accessed on 14 April 2012. Web. www.onetonline.org. Web accessed on 14 April 2012. Web. Kolb’s Model. University of Phoenix, Essay Template. Web accessed on 14 April 2012. Web. https://ecampus.phoenix.edu/pla/documents/sample. Web accessed on 13 April 2012. Web. www.corporatetrainingmaterials.com/AdminSupport. Web accessed 13 April 2012 Read More