It’s amazing the amount of crap we load on to the backbone of every industry, the administrative personnel. Without the quality work that these individuals provide, no company would be successful, and very few “higher ups” seem to realize how vital these people are. Administrative personnel no longer just make the coffee and answer the phone. They are the first communication that prospective clients and business partners have with a company. They are the ones that make sure information gets to the correct person, and they get the brunt of the anger and hostility when something does go wrong. These employees are on the front lines, so to speak, and the faint of heart need not apply.
First rule: Take “It’s not in my job description” out of your vocabulary. As a receptionist or administrative support person, you may be called on to fix the jam in the copier, replace the toner, find the correct pen for that anal retentive CEO, or sit on the perpetual hold for someone. All of these things are well within your capabilities, and let’s face it, do you really want someone who thinks kicking their car when it breaks down “fixing” the copier? Short of scrubbing the toilets (and yes, there are companies out there that feel the “secretary” should do that), there isn’t much that isn’t in someone’s job description. As a controller, I’ve also replaced toner, fixed copiers, debugged computers, and even, yes, scrubbed a toilet or two when needed. Doing things out of the norm doesn’t make you a second-class employee, but rather shows that you are willing to do what it takes to make sure the company succeeds, and that you are a team player.
That being said, what do you do when someone who is clearly not your supervisor, and perhaps even is at the same level as you, tries to pawn his or her work off on you? If you are in doubt as to whether it is expected or acceptable for you to be in this position, the first step is to speak with your immediate supervisor. Do NOT whine. Simple state that so and so brought you this task to complete. That being said, you have these tasks to complete that part of your daily responsibilities, should you be taking time away from those, or leave it until you have spare time? Take your clues from your supervisor. Again, I caution not to whine about things, though. I’ve let more than one seemingly competent admin go because they were constantly complaining over other employees asking for their help. There is nothing wrong with helping out, but do be careful not to be taken advantage of in the process. Some people, and even those that once were in your exact position, may get a bit of a “power trip” going, and it makes them feel good to assume they have someone under them.
Second rule: Leave your personal life at home. If you are young and single, discussing your weekend adventures might seem like fun with the gal in accounting, but things do get passed around, and overheard. There is nothing wrong with being young and having fun on the weekends, but you can be sure the first time the head cold strikes on Monday morning; the rumor mill will start swirling with how hung over you were from the weekend. If you are a parent, realize that while your kids are adorable, not everyone likes kids, nor do they actually want to hear a spiel about how little Johnny’s potty training is going. Of course your coworkers will ask, it is polite, but there are those out there that just want to hear “fine”. Take your clues from their interest level, but always keep personal discussions to a minimum. Here is an example: I worked for a gentleman that ALWAYS asks how the kids are. But i you said more than “great, enjoying school”, or “running all over the place”, he got a dazed look on his face and then would abruptly change the subject. It wasn’t that he didn’t care completely, it’s that his mind was focused on work, and he was just getting the pleasantries out of the way.
Third rule: Always pay attention to detail, and don’t be afraid to ask questions. Different companies do things different ways; so don’t assume just because you worked for Joe’s Fixtures for three years, that Jimmy’s John’s is necessarily going to work the same way. Some people like to know who is calling them, some find it incredibly rude to screen phone calls. When taking a message, it is okay to say “May I tell them what this call is regarding”, it might refresh the sales manager as to who Paul is. Take notes during your training so you don’t have to ask the same question twice, you can look through your notes. If you are in doubt, it is always better to ask than assume.
Fourth rule (and the most important): Use your head. When answering the phone, never be rude, even if it is a solicitor you’ve asked 100 times to take the company number off the list – it all goes back to you never know who is listening, and they may not know who you are speaking to or what you are talking about. Also realize there are a million and one scam companies out there that will send you a 3000 page directory and an invoice for $500.00 to $1000.00 just because you confirmed and address and said “yes” somewhere in the process of the phone call. If someone is calling to confirm the company address, and you don’t know who they are, it is okay to ask whom they are with, and what they need the information for. If your company actually advertised with them, they’d have a contact person. If the caller was actually a client, or interested in being a client, they’d know to ask for sales or a particular person. Scam companies pray on the inexperienced admin to give them the information and get that one little word on tape. If the boss says they aren’t to be disturbed, but their wife/husband or kid calls hysterical and needs them “RIGHT NOW”, you make sure to let them know.
These are all important things to know when you want to be a successful Administrative Assistant, and to help the company function properly. Hope this helps!
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