Skills of Management for Secretaries

The secret of the success of a secretary do not find in the technical competitions of a professional, neither neither in the experience, but in the skills linked to the emotional intelligence.

The effective communication, the knowledge of himself same, the behaviour asertivo, the capacity of negotiation and resolution of problems and all those of similar character that in definite form the core of the emotional competitions.

The student will find developed the analysis of the main personal skills and his application in the work of secretaría. They treat afterwards the questions related with the organisation of the own work and the technical management of the time.

The second part of the course this devoted to the practical application of the previously exposed in the own organisational works of the secretariat: organisation of the trips, meetings and events. For finalizar, present in appendix some directions of websites without the purpose to do an exhaustive relation of directions but provide to the readers some tracks that facilitate the research of information as well as some portals and pages of interest

In definite, the student will learn to take out the main provecho of his preparation seeing practical cases posed and resolved explaining in each case the different possible approaches and the advantages and inconvenient of each approach. Treat therefore no only to transmit the knowledges of the different functions of the secretariat, but also know like applying them in each moment and circumstance, to obtain a result of labour excellence, learning to gestionar the time and the knowledge, to focus properly each task knowing the processes to realise, and organise us and gestionar properly all the facets of the work of a secretary.

It does not have specific requirements

CHAPTER 1 - SECRETARIAT, PROFESSIONAL CAREER, TRAINING And EMPLOYMENT
1.1. INTRODUCTION
1.2. BRIEF REVIEW HISTORICAL
1.2.1. The transformation of the work of office
1.3. THE CAREER OF THE PROFESSIONAL OF THE SECRETARIAT
1.3.1. Functions
1.3.2. Titulación
1.3.3. Field of performance
1.3.4. Training
1.3.5. Ethical of the profession
1.3.6. European panorama
1.4. EMPLOYMENT
1.4.1. Strategies in the research of employment
1.4.1.1. Networking
1.4.1.2. Bags of employment
1.4.1.3. Companies of temporary work
1.4.2. Type of company
1.4.3. Causes of the research of employment: values and motivations
1.4.4. The curriculum vitae
1.4.5. International curriculum
1.4.6. The letter of presentation
1.4.7. The interview of work

CHAPTER 2 - SOCIAL SKILLS, LABEL And PROTOCOL
2.1. INTRODUCTION
2.2. SOCIAL SKILLS
2.2.1. Effective communication
2.2.2. Leadership
2.2.3. Knowledge and command of himself same
2.2.4. Empathy
2.2.5. Work in team
2.2.6. Resolution of conflicts
2.2.7. Practical case: constitution of pool of secretaries
2.3. ASERTIVIDAD
2.3.1. Behaviour asertiva or socially skillful
2.3.2. Passive behaviour
2.3.3. Aggressive behaviour
2.3.4. Practical case: behaviour asertiva, passive, aggressive
2.3.5. Strategies
2.3.6. Behaviours no asertivas
2.4. SKILLS OF NEGOTIATION
2.4.1. Practical case: negotiation with the provider of the material of office
2.5. TREATMENT OF CLAIMS
2.5.1. Practical case: treatment of claims
2.6. PROFESSIONAL IMAGE/PERSONNEL
2.7. THE IMAGE OF THE COMPANY
2.8. LABEL And PROTOCOL IN THE COMPANY
2.8.1. Reception of visitors
2.8.2. Practical case: filtered of visits
2.8.3. Telephone attention
2.8.3.1. Reception of calls
2.8.3.2. Filter calls
2.8.3.3. Broadcast of calls
2.8.3.4. The mobile telephone

CHAPTER 3 - ORGANISATION OF THE WORK.
3.1. INTRODUCTION
3.2. EFFICIENCY And EFFICIENCY
3.3. TECHNICAL And PROCEDURES OF SIMPLIFICATION OF THE WORK
3.3.1. Organisation of the place of work
3.3.2. The personal computer
3.3.3. Standardisation of the types of document
3.3.4. Practical case: design of formats of document
3.4. THE APPROACH OF THE WORK LIKE PROJECT
3.4.1. Phases of a project.
3.4.2. Practical case: documentation of a project
3.5. DISTRIBUTION OF THE WORK
3.5.1. And-Office
3.6. ERGONOMICS OF THE PLACE OF WORK
3.7. STYLES OF LEADERSHIP.
3.7.1. Classical styles: theory X and And of Douglas McGregor
3.7.2. Classical styles: works of Lippit and White
3.7.3. Current styles.
3.8. STYLES OF ORGANISATION.
3.8.1. Styles of direction or of control.
3.8.2. Organisation jerarquizada (Style Tayloriano)
3.8.3. Organisation centred in the people.
3.8.4. Organisation centred in the results.
3.8.5. Main managerial functions
3.9. WORK WITH QUALITY

CHAPTER 4 - MANAGEMENT OF THE TIME
4.1. INTRODUCTION
4.2. ANALYSIS OF THE TIME
4.2.1. Practical case: excess of confidence
4.2.2. Causes of the losses of time
4.2.3. Practical case: problems to keep the rhythm
4.3. THIEVES OF TIME.
4.3.1. Desorganización Personal
4.3.2. Postpone the tasks: procrastinación
4.3.3. Delegation little effective or not knowing or not wanting to delegate
4.3.4. Telephone interruptions
4.3.5. Interruptions of the mates of work
4.3.6. Visits no programadas
4.3.7. Direction by crisis
4.4. TECHNICAL And SKILLS FOR THE MANAGEMENT OF THE TIME.
4.4.1. Considerations about the stress
4.5. ESTABLISHMENT OF PRIORITIES
4.5.1. Practical case: priorities
4.6. THE DIARY

CHAPTER 5 - THE TRIPS
5.1. INTRODUCTION
5.2. THE FUNCTION OF THE SECRETARIAT IN THE MANAGEMENT OF TRIPS
5.3. APPEARANCES To CONSIDER.
5.3.1. General aims
5.3.2. Transoceanic trips and Jet-Lag
5.3.3. Appearances related with the health
5.3.4. Insurances
5.3.5. Rent of vehicles
5.3.6. Security
5.3.7. Cultural differences
5.3.8. Practical case: preparation of the dossier for the traveller.
5.4. TRIPS OF BUSINESSES.
5.4.1. Forecast of contingencies
5.4.2. Process of organisation
5.4.3. Practical case: organisation of a trip of businesses
5.5. CORPORATE TRIPS: GROUPS
5.5.1. Trips of incentives
5.5.2. Case of study: organisation of a trip of incentives
5.6. RULES
5.6.1. Aerial navigation
5.6.2. Transport by railway
5.6.3. Documentation, visas and certificates of vacunación.

CHAPTER 6 - ORGANISATION OF MEETINGS.
6.1. INTRODUCTION
6.2. CONCEPT OF MEETING
6.2.1. Structure of the meetings
6.3. TYPES OF MEETING
6.3.1. Practical case
6.4. KEYS TO ORGANISE MEETINGS
6.4.1. Announcement
6.4.2. Practical case: elaboración of the order of the day
6.4.3. Logistical appearances
6.4.3.1. Rooms and equipment
6.4.3.2. Audiovisual means
6.4.3.3. Catering
6.4.4. Necessary material: documentation associated to the meetings
6.4.5. Communication and protocol
6.5. DOCUMENTS
6.5.1. Documentation of informative character: presentations and reports.
6.5.1.1. Presentations
6.5.1.2. Reports
6.5.2. Documents oriented to the fulfillment of rules:
records and other
6.5.2.1. Record of the meeting.
6.5.2.2. Letter of delegation of the representation and vote
6.5.3. Practical case: assistance to a meeting

CHAPTER 7 - ORGANISATION OF EVENTS
7.1. INTRODUCTION
7.2. THE FUNCTION OF THE PROFESSIONAL OF THE SECRETARIAT IN THE ORGANISATION OF EVENTS
7.3. CONCEPT OF EVENT
7.3.1. Practical case: identification of the tone
7.4. KEY POINTS IN THE ORGANISATION OF EVENTS.
7.4.1. List of activities.
7.5. TYPES OF EVENT
7.5.1. Institutional events
7.5.1.1. Practical case: organisation of the board of shareholders
7.5.2. Social events
7.5.2.1. Practical case: inauguration of a Centre of Reception of Calls (CRM - Customer Relationship Management)
7.5.3. Professional events
7.6. MANAGEMENT OF INVITATIONS
7.6.1. Format of the invitation.
7.6.2. Elaboración Of the lists of invited
7.7. STUDY OF A PARADIGMATIC CASE: ORGANISATION OF CONGRESSES.
7.7.1. Definition of the program of organisation
Appendix I. Guide of Directions of Internet.
Bibliography