Update

Secretarial
Objective:

Provide participants with the technical and administrative knowledge and tools in order to contribute
effectively in various secretarial assistance tasks.

At the end of the course, participants will have developed new skills to integrate productively into
her functions, assuming the responsibilities that imply the modern secretary.

Syllabus:

Obligations and responsibilities of the administrative assistant

Expected results in the following processes
Time management
Grammar structure and spelling
- Controls: logs, entries and exits, minutes, handling of
files
Information and backups
Telecommunication resources
Collaboration-cooperation
Reliability
Discretion and loyalty
Personality: characteristics, personal attributes, and behaviors
- Vestido y prendas
Personal hygiene
The senses
Sensuality-sensitivity
Human development
The communication process
Interpersonal relationships
Values and principles
The family and individual growth
Professional secretarial associations

Costo y time

The course is aimed at administrative personnel who perform secretarial assistance activities for directors.
deputy directors, coordinators and/or heads of department.

The duration of this course is 20 hours, delivered in four sessions of five hours each or two sessions of 10 hours.
per unit.
Participants will receive their diploma and/or certificate as well as a folder containing the educational material and
reading.
Secretarial update
OBJECTIVE
Update and master the essential aspects of the secretarial and assistance function.
executive for a more efficient and productive performance

Content:
Introduction
Entrepreneurial woman
Gender gap

• Visión-Misión
The administrative roles and the care responsibility

Talent competition
Personality and Courtesy

Project your image and project it well.

Internal and external communication
Proper use of the phone
Fax
Email
Computer and user programs
Information File

Work methodology
Review of the stages of the administrative process with an emphasis on organization.

The professional secret

Confidentiality

His public relations work in the office

Interpersonal relationships

The sense of service

He who does not live to serve, does not serve to live.

Success is also for women

The five fundamental areas in a woman's life

Profile and role of the executive assistant secretary.

Methodology:
This workshop takes place in a classroom environment, based on lectures,
exercises, round tables and video review.
For better utilization, absolute availability and participation are recommended.

DURATION
20 hours.

Secretary Update Course

Category:Administration
Course Directed to: Graduates and the general public.
Duración:40 Hrs

Syllabus

Word and Excel.

Human Relationships.
Communication and Customer Service.
Writing and Spelling.
Objective: At the end of the course, you will apply the knowledge acquired in your job.

Index

The role of the Secretary in the Modern Company.

2. The Personality of the Secretary.
1.
3. Human Relations and Public Relations of the Secretary
1.
4. Office Tools
Electronic Agenda.
2. K
3.
5. Communication: importance process and model
6. Customer or user service: the pleasure of serving
7. Personal Development and Improvement

The role of the secretary in the modern company

The word secretary is derived from the Latin secretum, which means secret. In the centuries
In the past, it was almost always used in the masculine, just as we use it today when referring to the secretary.
from the Ministry of the Interior and the Secretary of Public Education. It immediately evokes subjects such as
the international treaties, the private files, the meetings of high officials, the
secret tribunals, etc.
Currently, the word evokes another world of things: it is rather applied to a lady who
draft letters, handle the phone, type, prepare minutes, file documents
fill out forms, book plane tickets and hotel rooms, organize trips, and other tasks for
the style.

There is no doubt, it is a new world that has been emerging in industrialized society. The
Secretariat is probably the most universal symbol of the presence of women in this.
business world. Contributes to that traditionally masculine sphere, warmth, intuition
and the elegance inherent to the female sex, contributing to make the modern company
a humanized community. It involves itself, the historical becoming, and participates.
very closely in the technological, economic, and cultural development of modern society.

We dare to say that inventing this mode of feminine presence was brilliant,
just as it was a stroke of genius 120 years ago the idea of Florence Nightingale to bring to the
woman to the armies and battlefields, in the capacity of a military nurse.

On the other hand, it is common for the secretary to be the first image of the institution towards the
from the outside: both for those who attend it, and for those who remain distant,
for these last ones through correspondence and by phone.

The role of the secretary continues to evolve, just as the company continues to evolve; and not
we can specify to what extent this evolution is due to it. Every day it is more
transcendental within modern society the role of the company and it seems that every day
the secretary is more important in the company. We see her as a promoter, as an encourager,
as a coordinator, as an executive, as a close and active assistant in the big
decisions.

Being a secretary is a profession more than a trade, much more than just a simple springboard for
approaching another position, and much more than a pastime. It's an important position; not
for nothing the newspapers every day and everywhere request a good number of
highly qualified secretaries.

The performance contexts of this position are different and multifaceted: one thing is the
secretary in a large transnational; another in a public administration office; another
in a small printing workshop; another in a dentist's office in a little town of
10,000 inhabitants.

All the secretaries of the present moment shape the social image of the secretary and
They also have to build their own booth, so to speak, model it and bring it to life. If the
the vast majority of secretaries work with intelligence and responsibility, they
They themselves may have assigned a social status to their position.

2. Personality of the secretary

The human being engages in his work; psychologists say that he projects himself, that is, that
one puts oneself into what one does, you cannot make a dichotomy or separation
between you and your work.
There is a big difference between the work of a man and that of a machine: one
a computer would never be a secretary like you. She is unique and she is a woman; your activity
secretarial carries your seal of 'X' person and your seal of woman. If you were exchanged for a
man, things would change appreciably.

Personality is the synthesis of all the characteristics that shape an individual.

human race. It is the result of all our knowledge, thoughts, feelings,
skills, failures, successes, projects, virtues, vices, and in general our odes
Experiences. One part is innate and the other part is acquired.

Personality traits most congenial to the position of secretary:

PHYSICS
o Good health, beauty, distinguished appearance, pleasant tone of voice, pleasing smile,
good manners, natural hairstyle and makeup.
MENTAL
o Se exige un buen grado de cultura escolar, porque de ordinario el jefe de la
Secretary is a person of a certain level, they are a professional and also because to the
The secretary has to deal with people of all cultural levels.
OF CHARACTER
o List of traits that with your experience and common sense you will be able to understand and apply:
Cortés, respectful, knows how to listen attentively.
2. Flexible, adaptable to people and situations
3. Organized, place each object in its place, each activity at its time,
he does not trust improvisation.
Emotionally stable, knows how to control its own feelings and the
external situations; it is controlled and controlled.
5. Secure
Prudent and sensible, she is timely and handles problems with tact.
7. Executive, she is efficient and determined, does not put things off until tomorrow, she has
initiative
Patient, tolerates its failures and endures the defects that so often
they make it difficult to deal with others.
9. Optimistic, cheerful
10. Discrete
11. Honorable and honest
12. Helpful
Faithful and loyal to his boss and the company

3. Human relationships and public relations of the secretary

Any act that involves two or more people and the interaction between them is a relationship.
human.

Los seres humanos no somos islas, ni somos hongos. La personalidad en la interacción. La

modern psychology has evidenced the decisive impact of human relationships on the
childhood for character formation. Companies are also formed and developed in
the interaction.

As a secretary, you find yourself immersed in a more or less vast network of relationships and
more or less dense, depending on your company and your specific position.
Your interactions fall into two large boxes:

Formal relationships, scheduled by the company and/or inherent to the position.

Informal relationships, the contacts that you create through common experiences,
sympathies, similar tastes, etc.

Our well-being and our prestige depend on how we can establish

our relationships with those we are connected to, and if our purpose is to achieve a
good way of living together with everyone, we are obligated to seek appropriate means
to achieve it.

The main objectives of Human Relations are:

Improve relationships between men through knowledge and understanding.

Make interpersonal communication easier and more effective
Eliminate sources of friction
Seek individual and social harmony

From its beginnings, man saw the need to group together socially and be part of a
greater entity, learned to communicate and establish relationships with other men,
trying to share experiences that will help make it more pleasant, comfortable and
secure your daily life.

Work, in addition to being an activity, is the means by which goods are produced.
services that society requires, integrating the individual into the relationship that has been established
society. The basic factor of a group is the people who make it up, although the reason for
Being a group is the goal for which people come together.

Some general principles that can help achieve good relationships in the
work are:

Accept that all human beings have a unique and different personality, for that reason
Not everyone reacts exactly the same way to similar situations.
Our behavior is not only conditioned by our personality, but
also largely due to the environment we live in.
Human behavior is not only rational but also emotional, that is, things
What we do is due not only to reason but also to feelings.
Due to individual differences, it is very likely that we have different points of view.
before the same facts. Although many of us would like others to be like
ourselves, this is not possible because each and every one of us is different and unique.
It is important to adopt a positive and tolerant attitude towards our fellow beings. This
it means accepting others as they are, with their defects, flaws, and virtues.
It is necessary to foster clear and honest communication that allows for free expression of
ideas and feelings.
It is advisable to encourage participation by accepting ideas and suggestions.
comentando ampliamente los asuntos de que se trate.
In all cases, we should not impose our points of view to make things happen.
are carried out, but to make those responsible participate in the study and the solution
of the problem, as well as in decision making, in this way everyone will get involved
in the matters of their work achieving a positive and creative motivation.
 When conflicts arise, it is important not to suppress and forget them, but to face them.
finding the true causes and giving them a definitive solution.
When we express ourselves, our feelings and our emotions, we present ourselves.
before others as authentic and sincere people.
When it comes to implementing changes at work or establishing some innovation, it will be
It is convenient to analyze them with the affected parties and request their collaboration.
Achieving good human relationships at work means that the people who work
they must get along well, in such a way that they achieve their personal goals and the
at the same time achieve the organization's objectives in a pleasant environment.

Public relations

Institutions are not closed systems: some more than others, they live open to their environment.
social. Even a cloistered convent has multiple ways of entry and exit. One of the
One of the great responsibilities of the modern secretary is communication with the public.
through this communication the secretary becomes a letter of introduction, more
impactful, for better or for worse, that the logo, the uniforms, and the offices. And they come to
to be a key factor in the company's image, which in turn is so
important in the modern world.

What is the difference between human relations and public relations? That the public
as such is anonymous. A person who works at a movie ticket booth, a doctor who
works in his office, or an airport taxi driver, it is said that they serve the public because
they treat anyone who approaches, whoever they may be and without having to establish a relationship of
acquaintances or friends. And if someone is an acquaintance or friend, it is by chance.

Types of audience:

The demanding one

The conceited one or "bragger"
The despot
The aggressive
The Impatient
The disoriented clueless
The shy one
The clumsy one

The "loquacious" one who wants to kill time chatting

The superficial flirter
The tortuous

Some of these are very difficult to handle. You are tasked with discerning and identifying them.
negative types, so that you are prepared to handle them without letting yourself get caught up in their
game. Apply your innate psychology. Just as I used to tell you, 'from musician, poet and crazy, everyone
tenemos un poco", también lo tenemos de psicólogo, no cabe la menor duda, de lo contrario
we couldn't live among people. Above all, women who are intuitive and whose
In the world, there are more people than things.

4. Office Tools

The handling of the phone

The telephone is the way to enter a company while staying outside.
 3. The telephone personality of the secretary must be 'shaped' with courtesy and efficiency.
4. A well-used phone can be the best friend; misused, it can become the worst.
enemy. The most basic rules are known to him.
5. When calling: clearly identify the person or institution you wish to communicate with, and
to his own boss, company, or both. If he has to give a name that is difficult and rare to pronounce,
spell it out... when responding: mention the company name followed by a greeting:
Good morning or night.
6. When requesting communication with person 'X', ask on whose behalf, and then
for what purpose.
7. If it is in your power to resolve the matter, do it. If the sought person is not available, ask.
references of the person calling in order to be able to communicate later.
8. When the call is long distance, since conferences are expensive, get to the point, and
In no case should the interlocutor be kept waiting too long.
9. At all times, the following are imposed:
10. Kindness, combining a friendly and executive attitude at the same time;
11. Clarity, without haste, in the information and explanations;
12. The skillful discrimination of the important and urgent against the secondary

5. Communication: importance of process and model

To communicate comes from the Latin 'comunicarse' which means: to share. Communication is the
transmission of ideas and feelings between two or more people.

Thus, communicating is sharing experiences, being in relation, feeling emotions, and doing.
let others feel, understand and be understood, give and receive knowledge, provoke
changes, changes modify behaviors in others and be oneself. Communicating is not just
issuing messages is above all the act of provoking responses. For there to be the
communication must be two-way: that is, when one person
send a message, upon receiving it the other one should respond: that is to say, establish a dialogue.
When dialogue does not exist, we cannot talk about true communication. For this reason,
we can consider that the fundamental purpose of communication is to achieve the
knowledge and understanding of man by man.

6. Customer or user service: the pleasure of serving

When we talk about quality in service, it is defined as the perception that one has of a
client regarding the correspondence between performance and expectations, related to
the set of ancillary benefits, of a quantitative and qualitative nature, that
accompany the main service, whether it consists of a product or a service.

Factors that influence customer expectations regarding the service:

Face-to-face communication
Personal needs
Extension of experiences
External communication.

Service quality involves both the performance by the service providers,

as customer expectations, therefore organizations that wish to keep
your clients must pay attention to both aspects so that the service provided is of
quality.
 Beneficios de implantar la calidad en el servicio.
Reduce expenses
Improve the image
Improve the work environment
Carry out internal and external measurements to control the service
Achieve a better competitive advantage over others
It is a pleasure to serve.

7. Personal development and self-improvement

Observe nature, its law is growth and development: every organism is a skein.
of potentialities that are gradually being updated. Although there is also more and the
Less, in one place 30 identical little trees are planted and after five years they are no longer
equals. Human groups progress, but each in their own lanes and in their own way.
creativity that is change, growth, and progress, is one of the most typical traits of
hombre.

1. Observe yourself as well; it is normal to want to rise and succeed, and it is normal that
It makes me sad to think that a newcomer is promoted to the higher position that is left or
will be vacant.
Remember that you do not live alone like an island, only for yourself; your life, good or bad, affects others.
people, you triumph for yourself and for others.
3. Growing and bearing fruit is not only a right; it is also a duty to your own,
with your country and for yourself.
4. Why do you take time to indulge in the experience of success?
5. Life is too short not to live it successfully.

Inspiring guidelines for personal improvement and success:

Cultivate order and discipline in the use of your time, your things, and your money.
Intensify your desire to collaborate and your ability to integrate into teams
Foster your initiative and creativity.

Secretarial Update

Objective:

At the end of the course, the participant will be updated to provide a quality service;
through the good management of oral, written, and non-verbal communication in the attention and treatment of
the users; thereby enhancing the institutional image.

SYLLABUS
1.- Customer service and care in secretarial excellence
The quality
The service
Service culture in institutions
Valid elements to provide a quality service
Ethics and values in secretarial service
Attention and customer service. Human relations
Service cycle
Different types of users: specific treatment for each type.

2.- Writing Techniques

Characteristics of Modern Writing
Rules of punctuation
Use of the comma (,)
Use of the semicolon (;)
The colon (:)
The point (.)
Difference between demonstrative adjectives and pronouns

3.- Structure and Organization for drafting documents

Steps for crafting a quality document

4.- Importance of Communication in the Secretary

The communication process and the elements involved in it
Process of institutional communication
Barriers to communication in institutions
Facilitators of assertive communication

5.- Telephone Courtesy

Service techniques in the proper handling of the telephone
Rules of courtesy
Golden rules for answering a call
Golden rules for making a call
The use of the phone
How to maintain an appropriate phone conversation
Recording and control of telephone calls
Design of a telephone assistance system

Methodology

The course will be primarily practical so that participants can practice in the
attention and treatment of any type of user: whether internal or external, improving their
assertive communication and telephone etiquette that are fundamental to improving the image
institutional. There will also be writing exercises to correct the errors that occur
they currently commit and modify the writings with the implementation of a writing
modern.

There will be interactive conferences and a workshop aimed at creating a plan

interest for the participant according to the knowledge acquired and related to their
work environment. In this way, feedback will be provided.

Evaluation

The evaluation will be conducted continuously during the development of the topics.
fulfillment of objectives; with the daily feedback that is given among the
participants and the instructor, thus making me aware of the skills and abilities of each one.
individual to take advantage of it.

Three criteria will be considered for evaluation: attendance, individual participation, and the
presentation of a final evaluation.
Quality and service in customer care

You will learn intensively:

Identify the types of customers and apply the appropriate treatment in each case.
Handle difficult situations.
Communicate and transmit information correctly during telephone attention.
Transfer and filter calls professionally.
Receive and attend unexpected visits, personal visits, from company personnel...