The basic etiquette and skills of a secretary on the phone are practical.

The secretary is the boss's right-hand man, so it is important for the secretary to make a phone call. You, this is the etiquette for the secretary to call. I hope I can help you!

The secretary's telephone etiquette shows that telephone, as a modern means of communication, plays a very important role in enterprise operation. The secretary's voice was clear when the customer called the company for the first time. Clear articulation, polite language and proper wording will leave a deep and beautiful impression on the other party and the other party will also have a deep and beautiful impression on the company. On the contrary, it will make the other party have a bad impression on the caller and even the company.

Etiquette for a secretary to answer the phone

When answering the phone, the first sentence should be: hello, and then tell the name of our company, your department or name. As a secretary, you should master the criteria for answering the phone:

Keep smiling.

Call starts with language and tone. In the process of answering the phone, your eyes, gestures and actions are invisible to the other party, so the tone and intonation of the call are particularly important at this time. When people smile, their voices make people feel soft and comfortable. So, when you answer the phone, always smile.

Correct posture and clear voice

When answering the phone, although the two sides can't see each other, your mental state, mood and emotion at that time will be reflected in your tone and intonation very subtly and truly. So when you answer the phone, you can't have a lazy posture or a lazy look. This way, the other person will obviously think that you don't respect him.

Don't let the phone ring for too long

When the phone rings twice, pick up the phone quickly, which is a polite way to avoid keeping the other party waiting.

Under special circumstances, if the bell rings several times before answering the phone, you should apologize to the other party This will make the other party have a good impression on you, feel that you are polite and educated, and have a good impression on your company.

I call with my left hand and write with my right hand.

When answering official calls, be sure to hold the microphone in your left hand, write with your right hand, and record the contents of the call while talking.

Record what you want to convey correctly.

The company calls for efficiency first, and the phone records should be concise and clear. The most taboo is procrastination. When taking phone records, you should write down when, who, where, what, how to deal with it and so on.

Answer general questions rationally.

Understand the wrong number; Give short answers to personal calls; Ignore telephone harassment; Emergency treatment of employees' family emergencies; When you make a phone call with rude attitude and rude language, you should still keep polite and professional language, and don't argue or contradict him.

Remember the phone number correctly to avoid mistakes.

If you dial the wrong number, you should politely apologize to the other party. Don't hang up right away and say, I'm sorry.

Select the correct dialing time.

If there is no emergency, it should be after 8 o'clock in the day (after 9 o'clock on holidays) and before 22 o'clock at night, so as not to disturb others' rest. During the nap season, don't call at noon. Generally speaking, it is advisable to talk for 3~5 minutes, which can improve the call efficiency and reduce the occupied time.

You should make full preparations before making a phone call.

Before you make a phone call, you should have a clear understanding of the content and purpose of the conversation, and have a clear goal, so as to avoid stumbling on the phone.

Etiquette when sending a fax

If you send a fax, the other party uses a phone/fax machine, that is, two machines use the same phone number. You can dial the other party's number first and inform the other party: Hello, please turn on the fax machine. I have a fax to send to you. Thank you. When a sharp and unique fax mark comes from the headset, you can send a fax.

Etiquette of dialing on behalf of others

If you are dialing for your boss or colleagues, first confirm the identity of the other party after connecting the phone, then politely ask the other party to wait a moment and tell the other party to talk to him, and then transfer the phone to the relevant personnel or put your hand on the microphone to ask the customer to answer the phone.

Avoid making personal calls in the office.

Don't take up the company phone to talk about private affairs, and don't call to chat with relatives and friends during office hours.

Secretarial mobile phone etiquette

As an increasingly common communication tool, the imperfect etiquette of using mobile phones has become one of the biggest threats to etiquette. The secretary's unbridled use of mobile phones in social places or workplaces has seriously affected others and her own image. The secretary should pay attention to some points about mobile phone etiquette.

Don't use your mobile phone in public. Especially in elevators, stairs, intersections, sidewalks and other places, it is best to turn off the mobile phone during meetings or negotiations, and it can be turned into a mute or vibration state under special circumstances.

When eating with people, you should also turn off your mobile phone or set it to vibrate to avoid being interrupted by annoying ringtones when eating.

In all public places, when the mobile phone is not in use, it should be placed in a formal position that conforms to etiquette. The most formal place to put your mobile phone is in your briefcase. Don't take it in your hand under any circumstances, and don't put it on the table when it is safe. When using a mobile phone in public, you should try to keep the volume down and don't talk loudly.

SMS is widely used by the public, especially young people, because it is quick and similar to letters. Therefore, it is necessary for us to pay attention to the etiquette of using short messages. The short messages that ring from time to time in public and social occasions are as rude as the ringtones of mobile phones in these occasions.

The secretary should put an end to the behavior of looking down at short messages while talking to others, which is a great disrespect to the other party. At the same time, the content selection and editing of short messages should also be taken seriously like peer civilization.

The telephone etiquette of the secretary is introduced in detail from the etiquette of answering the phone, making phone calls and using mobile phones. I hope that the company's image will not be damaged because of the etiquette of making phone calls in public, work or social occasions. .

Basic etiquette of secretaries 1, makeup and dress

(1) make-up

Make-up is not an arbitrary application, but an aesthetic artistic process. Its basic principles are as follows:

Make-up is to highlight your beautiful parts and cover up your shortcomings or defects; The choice of color depends on skin color and clothing color; According to people, time and local conditions, remember to adhere to uniformity; Make-up seeks unity, harmony and beauty and creates new ideas without losing its basic image. After cleansing, evenly apply foundation to set makeup, and the powder is thin and even; The eyebrows are natural and the eyebrows are clear; Eye shadow is applied to the sunken part of the eye; Eyeliner clings to eyelashes; Blush is upward from cheekbones; Lipstick first draw lip line, then apply lipstick.

(2) Dress

? Does the cloud need clothes or flowers? Compared with the steady and monotonous men's wear, women's wear is much brighter and richer. Dressing appropriately can not only look more beautiful, but also reflect the good cultivation and unique taste of a modern civilized person. The dress code for professional women is four stresses.

Neat and flat. Clothing doesn't have to be high-end and luxurious, but it must be kept clean and ironed flat, so that it can be decent and look fresh. Cleanliness is not entirely for yourself, but also for the needs of others. This is the first priority of good manners.

The colors are harmonious. Different colors will give people different feelings. For example, dark or cool clothes make people feel visually simple and look solemn. And thin or warm clothes will have a sense of expansion, making people look relaxed and lively. So you can choose the collocation according to different needs.

Full set. In addition to the main clothes, the collocation of shoes, socks and gloves should be more elegant. For example, socks should be transparent, similar to skin color or coordinated with clothing color, and socks with large patterns cannot be elegant. Sandals or boots are not suitable for formal occasions. Black leather shoes are the most widely used and can be matched with any clothes.

Ornament embellishment. Clever wearing accessories can make the finishing point and add color to ladies. But it is not advisable to wear too many accessories, otherwise it will distract each other's attention. When wearing jewelry, try to choose the same color system. The key to wearing jewelry is to match the overall dress of the receptionist.

Step 2: Ways

1. Standing posture

Standing posture is a static modeling action and the starting point and foundation of other dynamic beauty. Good standing posture should give people a feeling of being tall and straight.

(1) basic posture

The two heels are close together, the toes are spread out at 45 to 60 degrees, and the center of gravity of the body is mainly supported on the soles of the feet and the arches of the feet; Stand upright with your legs together, tighten your leg muscles, clamp the inner thighs and lift your hips; Abdominal muscles and gluteus maximus are slightly contracted and lifted, buttocks and abdomen are clamped back and forth, and both sides of buttocks are slightly forced to the middle; The spine and back are straight, and the chest is slightly lifted forward and upward; Relax your shoulders, sink, sink between your chest and abdomen, and breathe naturally; Relax your arms and hang down naturally; Keep your neck straight and head up; The jaw is slightly retracted, and the eyes are looking straight ahead.

2. Sitting posture

Sitting is a static shape and one of the main contents of a secretary's daily life. Whether you are writing at your desk, attending meetings, interacting with people, talking and having fun, sitting is indispensable. Incorrect sitting posture will appear lazy and rude, while correct sitting posture can give people a serene and dignified impression.

(1) Basic sitting posture

Seating should be light and steady, and ladies should gently fold their skirts before sitting; Smile, eyes looking up, lips slightly closed, jaw slightly closed; The shoulders are flat and relaxed, and the arms are naturally bent on the knees, which can also be placed on the armrests of chairs or sofas; Upright and straight, the upper body is naturally straight; Knees naturally close together, legs upright or sideways; At least two-thirds of the chair is full, and the back is lightly leaned against the back of the chair; When you stand up, step back with your right foot and stand up again; When talking, you can sit on your side, at which time your upper body and legs turn to one side at the same time.

(2) the type of sitting posture

A lady should sit tall and elegant, showing the charm of a lady, and can have the following postures. On-off sitting posture. Sit up straight, knees together, legs apart, feet in a line, hands clasped between legs or between legs; Sit on the right. Sit up straight with your knees together, keep your upper body straight, extend your calf obliquely to the left, put your left foot close to the inside of your right foot, touch the ground on the inside of the sole of your left foot, lift the heel of your right foot, put your hands on your right leg, and turn your head right; Right hanging sitting posture. On the basis of the left point or the right point, lift your left foot and hang it at the ankle joint of your right foot, put your feet together, turn your upper body 45 degrees to the left, and stand upright.

Lateral overlapping sitting posture. Turn your hips 45 degrees to the left, your head and chest turn right, your left calf is vertical to the ground, your right leg overlaps your left leg, your right leg is adducted, and the tip of your right foot is downward. Men should pay attention to these aspects when sitting, and men should sit forward. Sit up straight, stretch your legs forward, and cross your feet at the ankle joint. Man, sit back. Sit up straight with your upper body slightly forward, your legs bent back and your feet on the ground. A man's on-off sitting posture. Sit up straight with your legs apart, your feet in a line, and your hands crossed between your legs. Men's full-body overlapping sitting posture. The right calf is vertical to the ground, and the left leg is overlapped on it. The left calf is adducted and the toes are down. Put your hands on the armrest or cross your legs. Whether men or women, the key to sitting posture is to keep the upper body straight, stand at the waist, and then change different postures, focusing on the coordination of head, neck, trunk and limbs. A harmonious posture will make people feel dignified, generous, natural and comfortable.

(3) sitting posture problem

Ladies should not separate their knees, or put their thighs together and their calves apart; Sit on the soft sofa, don't push the whole person into the sofa; Don't deliberately sit on the edge of the chair to show modesty, leaning forward gives people a flattering feeling.

3. Common gestures

Common gestures are horizontal swing, straight arm, bent arm and oblique swing.

What does swing style mean? Would you please come in? . Keep your fingers straight and close together, then take the elbow joint as the axis, raise your hand from the front of your abdomen and swing it to the right in front of your body. Don't swing your arms to your sides or back. At the same time, stand with your feet in a right T-step, with your left hand drooping, look at the guests and smile.

Straight arm type. Show? Please go forward? . Keep your fingers straight and close together, bend your elbows from the front of your abdomen, keep your arms shoulder height, straighten your elbows, and then extend your forearms in the direction you want to go.

Curved arm show? Please go in. When holding an object in the left hand, or pushing a door or elevator door, when attracting guests, that is, the five fingers of the right hand are straight and close together, lifted from the front side of the body, and the upper arm is lifted to a height of 45 degrees from the body from the bottom up. Then, with the elbow joint as the axis, the arm swings from the side of the body to the left and front into a curved arm shape, inviting guests to enter.

Slant show? Would you please sit down? . When inviting guests to sit down, you should put your hands on the back of the chair and pull out the chair, then raise your arm from the front with one hand and swing your forearm from bottom to top with the elbow joint as the axis to make your arm diagonal, indicating that you are invited to sit down. When the guest stands in front of the seat, move the chair forward to a suitable position with both hands and invite the guest to sit down.

But when introducing people or guiding others, don't use your fingers, but use your palms, fingers together, palms up; Don't use too many gestures, don't use too much amplitude, and don't dance. Keep your gestures within a certain range. Don't scratch your scalp, ears, cheeks, nails or scribble on the table with your fingers in public.