by Beneth Perry

In an earlier article, we looked at the three main functions of a secretary—being a face of the boss, fielder of questions for the boss, and funnel of information to the boss. In this article we will look in more detail at how to be a good face for whomever we work, specifically how to be a face that communicates that we have answers.

We have all experienced the frustration of needing to talk to a supervisor but finding him to always be either out of his office or in a meeting. But we have also all experienced relief when a secretary assures us that she will let the supervisor know that we want to talk with him and then gives us a time when she thinks he will be available. One of a secretary’s main jobs is to communicate to others that the boss who, often by necessity, appears to be somewhat unapproachable genuinely desires to be approachable. But how can we do that? By communicating that we have answers. And how do we do THAT?

The first way that we can communicate that we have answers is by being friendly. Because we are often the first face someone sees when stepping into our office area, we ought to have a genuine, welcoming smile for each person; and our demeanor ought to be one of friendliness. We ought to make sure that we are the first one to speak as the guest walks in, instead of just smiling and getting back to our work while the guest flounders around, wondering if he is in the right office and if this silent person sitting at the desk is able to help him. A friendly “Hi, may I help you?” immediately puts someone at ease and assures him that he has come to someone who truly can help him.

A second way that we can communicate that we have answers is by dressing appropriately. Regardless of the environment in which we find ourselves—whether it be the secretary for the administrator of a large, Christian school or the secretary for a camp director—secretaries must dress with a hint of professionalism. Dressing just like the maintenance man in an old T-shirt and jeans (which are appropriate for his job) does not communicate that we have answers. While it may be a tailored dress for the Christian school administrator’s secretary or just a pressed skirt or pair of casual pants and a pressed blouse for the camp director’s secretary, dressing neatly and professionally communicates not only that we have answers but also that our boss is sharp and professional—a face that all bosses desire to have presented to the world.

Of course, dressing appropriately also means dressing modestly. Our wearing clothes that are too tight, too low, or too short distracts the person walking into our office from the main question he wanted to ask and makes it difficult for him to listen to the answer we are giving. By the way, we must remember that while a neckline may be high enough when we are standing up talking to someone, it may be too low when we are sitting down, with the guest looking down at us. For us Christian secretaries, modesty must be something we consider carefully each morning when we are getting dressed for the day.

The final way that we can communicate that we have answers is by actually having answers. We ought to know a little bit about everything going on at our ministry. Of course, we will not know everything; but we ought to at least know how to direct someone to the right person, without his feeling like he is being sent from one person to another. When we are asked a question to which we really do not know the answer, instead of just saying a flat, “I don’t know,” we should say something like, “I’m not sure, but let me see if I can find out for you.” That positive answer gives a person a measure of hope that he is going to get an answer.

We also ought to know our boss’s schedule so that we can give knowledgeable answers about when he may be available. I have come up with a list of questions I ask my boss before he walks out of the office—questions like where are you going, how long will you be gone, are you going to be meeting with someone, will you be interruptible, and how may I get a hold of you if I need to. He and I have come to an understanding that it is okay for me to nag him for answers to these kinds of questions, in order to help me be a good face for him.

As people come into our office looking for answers, if we will remember to be friendly, dress appropriately, and have answers regarding things going on at our ministry and our boss’s schedule, we will be able as secretaries to communicate that we have answers and will therefore be a face that communicates that our boss desires to be approachable and a help to those people.