E1--E2 PA/PSE2 PA/PStraining.bsnl.co.in/digital_library_source... · sufficiently in advance -...

© For internal circulation of BSNLonly

E1E1--E2 PA/PSE2 PA/PS

ROLE RENDERING ROLE RENDERING

WELCOME

• This is a presentation for the E1-E2 PA/PS

• Module for the Topic: ROLE RENDERING – PA/PS

• This presentation is last updated on 25-3-2011.

• You can also visit the Digital library of BSNL to see this

topic.

© For internal circulation of BSNL only


AGENDA

RIGHT APPROACH OF A PA/PS

GENERAL JOB DESCRIPTION

HANDLING OF PHONE CALLS/FAX MESSAGES

MANAGING IT TOOLS

PERSONALITY DEVELOPMENT

RIGHT APPROACH OF A PA/PS


• As a PA/PS you will be helping your officer in many ways.

• Need to know how to arrange meetings and visits, and

support your officer generally in his/her work.

• Need to be capable of competently dealing with

situations in the boss’s absence and should be confident

enough to commission work on their principal's behalf.

• Maintaining confidentiality is a fundamental requirement

for any PA.

© For internal circulation of BSNLonly3/11/2011

• The attributes of a good PA/PS are:

� Efficient - Self motivated - Organised - Good

communicator and an IT literate

• PAs need to keep abreast of organisational issues and have

a good understanding of the organization's aims and

objectives.

• A PA's role is to support his/her principal in his efforts to

reach targets and deliver on his/her strategic goals.


• Collection of information and files; Compilation of data in given form;

• Opening of files; Maintenance of current files;

• Sending of routine reminders;

• Maintain good typing, shorthand and transcription standards for

yourself;

• Screening of telephone calls and the visitor in a tactful manner;

• Receive visitors and deal with them politely;

• Fixing up of appointment, and if necessary cancelling them;

• Keep a list of important Phone Number which your officer needs

frequently

3/11/2011

GENERAL JOB DESCRIPTION

• Keep an accurate list of engagements, meetings - remind your officer

sufficiently in advance - Maintain Engagement diary;

• Maintain a filing record system; Keep a note on the movement of files

• Destroy by burning the stenographic record of the Confidential and

Secret letters after they have been typed and issued;

• Receive & give message, face-to-face or on phone

• Keep neatly drafted replies to routine letters & memoranda when

required;

• Punctuate with correct grammar in written work as and when

transcribing dictation;

• Operate a reminder system to ensure necessary work is done in time;


• Arrange official/private journeys; make reservations, obtain

tickets and prepare itineraries;

• Arrange meeting by making contact with officers attending, or

their PA/PS to find mutually acceptable dates;

• Order and maintain stationery stocks;

• Keep your information system updated.

• Arrange buffets including purchase of food and drink;

• Help outstation visitors with accommodation arrangements, if

required.

• Arrange for any specific assistance needed by your officer

during Holiday


DEALING WITH INCOMING MAIL

• Establish with your officer the classification level of the mail

that you may open and the procedures you should follow for

dealing with personal and private correspondence.

• Examine incoming mail carefully.

• Ensure that all enclosures to meeting minutes and letters are

there, and staple or clip them to the accompanying letter.

• If an enclosure has been omitted, pencil a note on the letter to

this effect and attach the envelope.

• Before you dispose off envelopes check that all the contents

have been removed.© For internal circulation of BSNL only

• Remember to stamp all incoming mail with the date of receipt. Do not

leave the official stamp lying around – it may be misused otherwise.

• Attach URGENT labels to those papers that need them.

• Link papers on the same subject with previous papers. When taking

letters to your officer don’t forget to attach previous correspondence

and relevant files.

• Weed out papers that need not be seen by your officer, redirect them.

• If your officer is absent, arrange the urgent papers & correspondence

and give them to appropriate officer who is to deal with them.

• Familiarize yourself with the official guidelines for secret/classified

marked material.


STEPS FOR MANAGING APPOINTMENTS

• Booking appointments

• When booking appointments, make sure you leave enough

time between meeting for contingencies - like meetings

overrunning, traffic jams etc.

• When arranging meetings for several people:

• Agree provisional dates and make a note in the diary in pencil

• Confirm final date for meeting;

• Rub out unused potential dates.

• Electronic diaries can be of great help


MAKING TOUR ARRANGEMENT

• Check time-table carefully - confirm hotel/Guest House booking in

writing.

• Obtain O.K. or confirmed tickets for the journeys.

• See that cars are booked well in advance.

• Check all travel documents carefully. Keep a special folder into

which reservations, etc., can be placed.

• Make arrangements for your officer to be met on arrival, if

necessary.

• Prepare an itinerary of the journey, giving departure and arrival

times, hotel/Guest House and appointments, meeting, etc. keep a

copy for yourself so that you know where to contact him/her.

• Be aware of the difference between IST and Foreign time.


RECEIVING VISITORS

• Before the Visitors Arrive

• Arrange your room neatly and lock away all confidential/secret

papers, files, etc. make sure your office has all necessary

papers relevant for the visitors.

• Advise the receptionist that visitors are expected and give their

names.

• Ask your officer whether he/she would like Tea/Coffee to be

served to the visitor. If so, you must take advance action to

arrange for the same.


• Once the visitor arrives

• Be an ‘ambassador’ for your officer when visitors arrive by

appointment, meet them at reception or by the lift if you can or

depute someone to receive the visitor at the reception if it is

desired by your officer.

• Your office is likely to be used by an ante-room for visitors-keep

them happy if your officer is unavoidably late, and to memorise

names and faces, serve refreshments if needed.

• Keep a few current Magazines and News papers for the visitors.

• Ask your officer whether he/she wants a telephone reminder if the

meeting goes on beyond the allotted time.


HANDLING OF CLASSIFIED

DOUCUMENTS• Advice Note: sent by the supplier advising the receiver that goods

are due to arrive. The Note is usually sent separately, e.g. by post

when the goods are sent by carrier.

• Air Waybill : This is sort of aviation Bill of Lading. It is a contract of

carriage when goods are sent by air, and acts as a receipt for the

goods. It is made out by the airline.

• Bill of Loading : This is the receipt given by a Ship’s Master to a

consignor of goods, stating in detail the goods loaded on board the

ship. The bill of Loading, like the Air Waybill, is an important part of

the papers which travel with goods being imported or exported.

• Credit Note : A credit Note is issued by a supplier of goods when

goods are returned as faulty and not delivered for some reason.


• Consignment Note : A Consignment Note is like a Delivery Note

that goes with the goods, detailing the goods in that consignment -

often used when the consignment consists of several packages. The

number of packages is listed, but not necessarily the contents of

each.

• Customs Declaration : All goods being sent abroad, with the

exception of newspapers and printed matter, must be accompanied

by a Customs Declaration.

• Delivery Note : Like a Consignment Note, the Delivery Note goes

with the goods. The Delivery Note usually gives great detail of what

is being delivered, and is based on the original Order. It will

sometimes have marked on it goods which are ‘to follow’.


• Estimate: An Estimate (e.g. given by a builder) is a note of what

the work is likely to cost, if no unforeseen expenditure arises. It is

not as firm as a Quotation. An estimate is usually given free of

charge.

• Insurance: Insurance of goods in transit is not a legal requirement.

The responsibility for insuring the goods rests with the owners.

Ownership of goods can sometimes vary, e.g. an exporter normally

owns the goods at least until they are in the docks on airport or on

board the transit vessel (ship or plane). Thereafter the ownership

may pass to the purchaser of the goods at various stages.


Invoice:

• It is the official ‘bill’ for goods received. Invoice should bear:

• the supplier’s name and address

• the customer’s name and address

• the Invoice number and the date

• the quantity and description of goods or service supplied

• the total excluding VAT

• the VAT charged and the supplier’s VAT number

• any discount or allowance made

• payment terms (e.g. 30 days net)


Order:• An Order is a document raised by the purchaser to order

goods or services from a supplier. An Order should contain:

• the name and address of the purchaser and supplier

• the quantity and description of the goods

• the address for the delivery of the goods

• the address to which the Invoice is to be sent

• any special requirements (e.g. latest acceptable delivery date)

• the number of the order, if done on an official form


Payment:• Payment may be made by:

� Cash/Cheque/credit card/credit transfer

� voucher

� banker’s order

� computer transfer of funds /standing order with a bank

� direct debit or standing order with a credit card company

� postal order etc.

� When payment is made, always make a note of when it was done,

the amount paid, what the payment was for, details of the

payment method (e.g. cheque number ) etc., so that payment can

be traced if necessary.


• Price list : a list of prices of goods or service which can be supplied. Check:

� that the price list is current - discount for quantity marked – VAT included or not -

contains description of goods/service. The most important item on pricelist is the

date

• Proforma invoice : Used mainly for import/export - gives full details of goods

offered.

• Quotation : This is a firm declaration of what an item/service will cost, This is not

an estimate.

• Remittance Advice : A note sent by the purchaser to the supplier with the

Payment giving details of what the payment is for.Suppliers often attach a

Remittance Advice to an Invoice or a Statement which can be returned with the

payment.

• Requisition : Basically an order, but usually internal to the organization,


HANDLING OF PHONE CALLS/FAX

MESSAGES• Promptness: Answer telephone calls promptly. It saves callers

time, removes distraction caused by ringing telephones and

creates a favorable image of your organization in the callers mind.

• Politeness: Speak in a courteous, dignified and friendly manner.

Let your tone and manners convey the image of a pleasing

personality.

• Do smile while you speak. Your smile cannot be seen but your

voice will be more friendly.

• Greeting: Greet the caller in a friendly manner and identify

yourself immediately on answering the telephone. Use the

following greetings, depending on the time of the day


• Voice and Pitch: Speak distinctly. Your message will be

transmitted clearly if you speak directly into the transmitter with

your mouth close but not too close to it.

• Use a low pitched to medium and well modulated voice. Avoid

talking with cigarette/pan/eatables or anything else in your mouth.

• If the voice at the other end is not clear or is inaudible, ask for

the number and ring back.

• Prompt and Helpful Attention: If your officer is not readily

available, you inform the caller accordingly and do not keep him

waiting.


• Communication and Listening:

• Do not speak too fast or too slow. Avoid rambling on the telephone.

Be brief, not curt. Think out in advance what you should say and

how to say it. In the case of complicated messages write down

relevant details which can be checked in case of doubt.

• Listen carefully while the other person is talking without interrupting

him. Say, “Yes”, I see”, etc. so that the caller knows that you are

attentive.

• Avoid speaking in undertones to someone beside you while you are

attending a call.

• Do not ring off until you are quite sure that every point has been

mentioned and understood.


• Expression and Language: Avoid slang, sarcastic, and superfluous

expressions. Modify your expressions which are not O.K. and which can be

elegantly rephrased as given below:

• Common Use Numbers: Keep at hand a list of numbers which your officer

requires often. This will save time and energy in referring to the telephone

directory every time a number is required.

• Familiarisation with Telephone Instructions: Read instructions given in

the first few pages of the telephone directory. These instructions give details

of facilities provided by the Telephone Department, like the procedure for

reporting telephone disorders, procedure for assistance, special information,

phonogram booking, particular person calls, fixed time calls, etc.


• Memory Pad and Printed Slips: Keep a Memory Pad and pencil beside the

telephone to note telephone numbers or other short messages which callers

may like to leave. Do not start looking for paper and pencil after a call is

received to note down something. Keep printed or typed slips giving the

following information ready for noting down important message/messages to

be passed on to others:

• Date and time of the call - Name and designation of the caller -

Organization to which the caller belongs - caller’s telephone number - Name

of the person for whom the call was made - Purpose of call and information

received or given - Your initials.

• Action While Handing Over Duty: Should you leave your seat for any reason

ensure that adequate arrangements are made for receiving telephone calls.


• Wrong Calls: Do not be rude to a wrong caller. A wrong call is as

annoying to a caller as to you..

• Vocabulary: Your ideas should be stated simply with descriptive words

when they are needed. Technical, awkward and unnecessary lengthy

works may confuse the other person and may require an explanation or

may even cause a misunderstanding.

• Courtesy: Courtesy is important in a telephone call as it is not a face-to

face conversation. Callers should not be interrupted or given the ‘run-

around’. Listen carefully to what the person is saying. You can develop

good telephone manners that are always courteous, sincere,

understanding, and helpful to the caller.


• Screening Calls: screen your boss’s incoming telephone calls when

he/she is away from office, has visitors, or is talking on another line,

Explain why your boss cannot talk, and if possible, suggest another way in

which you can help the caller

• Giving Information: You must be very careful while giving information if

your boss is not available for telephone calls. Unless you are absolutely

sure that your boss would want others to have the information, do not give

details to outside callers over the telephones.

• Getting Information: Some telephone callers do not care to give their

names; others do not want to say why they are calling. You will frequently

have to find who is calling, to get this information as tactfully as possible


• Taking Messages Accurately: A pad for recording the details of incoming telephone

calls should always be kept on your desk next to the telephone to take messages

when your boss is out & the boss uses the message to return call when he comes

back - a practice which promotes better official relations. It is very important,

therefore, that you record all the details of every message accurately.

• Transferring Calls: Calls are usually transferred when the caller has reached a

wrong extension or wishes to speak with someone else, or when the caller’s request

can handled better by some one else. Tell the caller why the transfer is necessary,

and be sure that the call is being transferred to the proper person.

• Terminating Calls: Try to leave a favorable impression by ending each telephone

conversation in a friendly, unhurried manner. It is a bad manner to end a call by

hanging up abruptly. As the conversation end, thank the caller.


MANAGING IT TOOLS:• Monitor Email - Ask your boss to give you the necessary permissions to

monitor and respond to his email. This will allow you to pick up meeting

requests and act on them. You should also forward on email as appropriate,

delegate work on his behalf, and set up pre-meetings without being prompted.

This is a huge time-saver for your boss. Be sure to copy your boss in on

everything.

• De-clutter The Boss's Inbox - When faced with multiple copies of the same

email, delete the original email and previous emails from your boss's Inbox.

(Before deleting, make sure the discussion thread contains all the original

attachments.)

• Colour Code Email - Always mark email that the boss has not yet read as

'unread'. Flag emails you have read with a colour code. Use a separate code

for email that need your boss's immediate attention. It is advisable to print off

urgent email and leave them on his desk in a folder marked urgent .


• Electronic Folders - Clean up your boss's electronic folders. Agree a

system for filing to his electronic folders. Decide when something should

be filed in both hardcopy and electronic form.

• Use Teleconferencing - Time spent travelling to and from meetings can

really eat into the boss's time. If possible, set up a teleconference or

videoconference. This also saves on travel costs.

• Use Task Requests - Use task requests in Microsoft Outlook or other

email programme to assign tasks for your boss to complete. When setting

the deadline, use pop up reminders to prompt him to complete the tasks.

Improve Filing System - If necessary, reorganise the filing system to

make it easier for your boss to find papers when you are not around.


• Update Contacts Regularly - Updating your boss's contact

database regularly is an important aspect of keeping him organised.

Update the Contacts database as soon as possible and let your

boss know, so that he can synchronise his Blackberry with the

updated data.

• Use Tools Like Microsoft NetMeeting - It is a meeting space that

allows users to conduct meetings virtually via a website. If you would

like to save your boss money & time that would otherwise have been

spent travelling, find out if a NetMeeting is an acceptable alternative

to the usual format. NetMeeting provides audio, video, file

sharing/editing, conferencing, an interactive whiteboard, and more


SELF DEVELOPMENT

• Self-development has two areas. One is personal development

and other is mental development. Personal development is good

grooming, good posture, and poise – including business etiquette.

• One should certainly look trim, well-dressed, neat and clean. A

well-groomed person looks alert and wide-awake

• Hair: Keep it simple! Do keep a comb. It is suggested that you

take input from your friends and experts. Then, that is it. Let it not

bother you further. People forget about your hair once they like

what you do for them.


• Clothes: Dress should be kept simple. A good rule of thumb is that

it is always better to be underdressed than overdressed. You should

keep pace with fashion trends, but should never go to extremes. Too

short or too tight or too flashy have no place in a well-run business

office

• Mirror: Have a full length one at home as well as in the office.

Stand in front of it, sit before it to see how you look to other. Again

self-audit, and let friends audit you.

• Never forget: the way you dress, the way you walk, the way you

talk, all of these convey many non-verbal messages about you.



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