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Jingdong book

秘书的情商比智商更重要(第2版):秘书不可不修的8堂情商课

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秘书的情商比智商更重要(第2版):秘书不可不修的8堂情商课

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本书不但告诉你为什么情商决定着一个秘书能够获得上司的信赖,更重要的是告诉如何才能成为一名高情商的秘书。

Content Description

秘书是典型的“三分做事,七分做人”的职业,做秘书最怕只会做事,不懂做人。决定秘书命运的不仅是智商,更是情商。

本书作者将自己多年的秘书培训经验浓缩为8堂情商修炼课,通过一个个典型故事,告诉我们做事的技巧只要用心学,人人都能成为合格秘书;但要成为上司倚重的好秘书,情商修炼势在必行。只有那些具备专业能力,同时又拥有高情商的秘书,才能在职业发展道路上闯出自己的一片天地。

Author Description

谭一平,知名职业培训专家,主要从事文秘行政与情商等领域的研究和培训。现担任香港专业秘书学会大陆首席培训师,曾为联想、华为、中国移动、中科院等多家知名企事业单位进行高级秘书培训,并在北京师范大学、浙江大学等多所高等院校开设专题讲座。

著作有《一个外企女秘书的日记》《负起你的责任》《秘书实务与案例分析》等。其中《一个外企女秘书的日记》,在新浪读书频道创造了2000万点击量的纪录,被学术杂志《秘书》等连载,并被众多知名企业选为员工内训教材。

Catalogue

序 怎样才算好秘书

第一课 带上情商做秘书

三分做事,七分做人——秘书的情商比智商更重要

秘书的最高境界——从背影也能看出上司的心思

积极向上——职场奋斗的精神马达

察言观色——随时准备为上司解忧

自我保护——笑看办公室政治风云

情理兼顾——在商不能只言商

学会“说话”——除了沟通还是沟通

眼里有“活儿”——秘书职场生存法则

第二课 情商的“四种能力”

四种能力——情商修炼的基本功

识别感情——察言观色,别做“不知趣”的炮灰

利用感情——换位思考,做上司“肚子里的蛔虫”

理解感情——寻根究底,透过现象看本质

调整感情——“见风使舵”,达成有效行动

第三课 高情商秘书“七不要”

不要本末倒置——别把“江湖义气”带进职场

不要毫无主见——自信人生三百年

不要弄虚作假——聪明反被聪明误

不要公报私仇——傻瓜才去“修理”上司

不要心中没数——把握“主动”与“越位”的界线

不要意气用事——别把上司的责骂太当回事

不要不识“时务”——“见风使舵”又何妨

第四课 成为贴心人:做上司信赖的高情商秘书

闲聊不“闲”——与上司聊天的学问

“读”懂上司——投其所好,主动出击

改变心态——上司不再难伺候

脚踏实地——自动自发做好工作

考虑周到——不怕一万,只怕万一

保守秘密——不该说的话不要说

拿捏分寸——把握与异性上司交往的“度”

第五课 拆掉人际关系的墙:做玩转职场的高情商秘书

纵横捭阖——构筑自己的人际关系网

交换信任——消除潜在的优越感

礼貌待人——人人都喜欢“被尊重的感觉”

谦虚谨慎——别掉进“狐假虎威”的陷阱

乐于助人——做背后的“和事老”

“臭味相投”——非原则问题不妨随大溜

“刚刚散会”——给客人面子就是给上司面子

第六课 成为受欢迎的人:做长于沟通的高情商秘书

沟通再沟通——职场生存的第一定律

开口要“柔”——说话要懂点心理学

坚持“对话”——误会是怎么产生的

慎用“为什么”——换一种表达方式会更好

不懂就问——做上司面前的“小学生”

说话“铺垫”——有话直说伤感情

只要95分——这样提建议最有效

第七课 成为情绪的主人:做释放正能量的高情商秘书

自我管理——做自己情绪的主人

处处留“情”——让积极的情绪时刻左右你

自我激励——找一个犒劳自己的借口

“开个小差”——让烦躁情绪无机可乘

暂停六秒——意气用事要不得

“打杂”有道——小秘书也有春天

不得不“爱”——别做“无情”的独身主义者

第八课 高情商秘书是怎样炼成的

正视自己——知己知彼,百战不殆

情商自测——望闻问切,心中有数

自我分析——找出病因,对症下药

十项训练——学会识别自己的情绪

十项练习——学会识别他人的情绪

十个习惯——让你的情商步步高

后记 秘书情商影响上司的决策质量

Introduction

后记秘书情商影响上司决策质量

当我完成本书稿的最后一次润色时,心里有如释重负之感。我决定写这本书,主要源于一次在某企业进行行政文秘人员培训时的特殊感受。

有一天我在某企业对他们的文秘人员进行培训,正好该企业的老板在招聘秘书,于是,他邀请我一起参加面试。

当天来面试的是一个名叫李骐的小伙子,大学刚毕业。人力资源部经理问完李骐的基本情况之后,老板开口问了第一个问题:“你

能喝酒吗?”

李骐答道:“上大学的时候我跟同学在宿舍经常喝。”

老板问:“你能喝多少?”

“我喝得不多,一般也就两三瓶啤酒吧!”

“在宿舍与同学们一起喝,应该喝得很痛快吧?”

“嗯,大家都‘吹喇叭’(对着酒瓶直接喝),非常痛快!”

老板又问:“你有女朋友吗?”

从李骐的表情来看,他似乎不理解老板为什么要问这个问题,

但他很爽快地回答:“有。”

老板又问:“在做我的秘书之前,你要到外地的工厂去锻炼一段时间。这期间你可能要暂时跟女朋友分开,你能忍耐吗?”

“我能忍耐!”李骐回答。

“嗯,只要能忍耐,你就一定会变得很优秀!”接下来,老板又问了一遍:“你真的能忍耐吗?”

“我一定会忍耐!”李骐干脆地回答。

老板以一句“我知道了”结束了这次面试。整个面试约20分钟。

中午吃饭的时候,人力资源部经理问老板对上午面试的看法,老板说,就定李骐了。

“就这么定了?”人力资源部经理似乎觉得这个决定有点草率。

“对,这个小伙子很可爱!”老板说。

“可爱?”人力资源部经理可能是第一次在工作中听到“可爱”这种评价指标,显得很惊讶。

老板看着我,笑着对人力资源部经理说:“他是这方面的专家,你可以听听他的意见。”

讲老实话,我很佩服老板的心思。老板提的那几个问题,不论李骐的水平如何,他都能轻松地给出答案。因此我认为,老板并不在乎李骐的答案是什么,而是在观察李骐回答问题时的表现。可以说,老板向李骐提那几个问题,主要是为了确认李骐是否“可爱”。

比如,老板问李骐:“在宿舍与同学们一起喝,应该喝得很痛快吧?”

“嗯,大家都‘吹喇叭’,非常痛快!”

李骐回答问题时的口气,让你完全可以想象出他与同学在宿舍喝酒时的样子。他的这种可爱,并不是为了得到这份工作而去迎合老板的心思,而是他回想起自己与同学在一起的快乐时光时,感情的自然流露。老板的这个问题看似不经意地随口一问,其实是想看李骐是不是一个真性情的人。

秘书工作并不像一些影视作品中表现得那么轻松自在,因此,意志力对于从事秘书工作非常重要。老板想考察一下李骐的意志力,于是他问李骐“你能忍耐吗?”老板当然清楚,自己一定会得到一个肯定的回答,除非李骐的智商为零。那么,老板为什么还要这么问呢?老板这么问同样不是为了听李骐的答案,而是要看他的回答方式。如果李骐回答得不是那么坚定而又干脆,而是“这个嘛,我能忍耐。”或者“哦,我应该可以忍耐吧。”那就说明他的意志不是很坚定。因此,老板问李骐“你能忍耐吗?”实际是想通过李骐“我能忍耐”这句话了解他的真实想法。

“嗯,只要能忍耐,你就一定会变得很优秀!你真的能忍耐吗?”

问第二遍时,老板虽是在确认李骐的意志,但此时他已相信李骐能够经受起考验而对李骐比较满意了,因此,他的语言中开始出现“你就一定会变得很优秀”这种饱含深切的期待性话语。

整个面试过程虽然看上去很简单,但反映出老板的情商非常高。他的高情商体现在识别感情的能力上,他看重的不是李骐答案的内容,而是李骐回答问题时的态度,他的目的是通过李骐的语言来了解李骐的真实感情。

通过参加这次面试,我更强烈地感受到企业老板对秘书情商的重视。但是我发现,目前我国能真正用于秘书培训的教材很少,而可用于秘书情商培训的教材完全没有。我知道,目前大部分企业不重视对文秘行政人员的培训,并且对普通员工,企业老板也只注重对他们工作技能方面的培训,很少有企业关注员工的感情及如何提高他们的情商。深圳富士康员工的“连跳”事件就反映出企业在这方面存在的问题。

于是,我决定创作这本《秘书的情商比智商更重要》,并把这当成自己的使命,我希望为社会做一些有意义的事。

其实,对秘书的培训,特别是对秘书情商的培训,应该被作为提升企业管理水平的一项重要措施。长期以来,秘书(包括助理)在人们心目中的形象,犹如云雾缭绕的庐山,“横看成岭侧成峰,远近高低各不同”。那么,秘书到底是做什么的呢?秘书是为上司而存在的,没有上司就不会有秘书这种职业。因此,要了解秘书是做什么的,必须先了解“上司”是做什么的。虽然由于行业和职位的不同,上司的工作看上去千差万别,但是实际上,他们工作的本质都是一样的,那就是做决策。

在现代企业中,随着市场竞争日益激烈,现代企业老板的决策风险也越来越大。各种各样的问题,如人事问题、市场问题、产品问题等,都需要他们做出明确而又及时的决定。因此,如果没有人帮助他们处理日常工作中的杂务,事事都要他们亲力亲为的话,很难保证他们决策的质量;如果企业老板的决策质量不高,就有可能影响企业的发展。企业的发展不仅关乎自身的利益,还影响到当地?经济的发展和社会的稳定。为了保证企业老板的决策科学及时,就必须为他们创造一个良好的决策环境。从这个角度来说,秘书是“为企业老板创造决策环境的人”。

因此,提高秘书情商的过程,实际上也是提高上司决策质量,从而提升企业竞争力的过程。如果秘书的情商提高了,他们就能为企业老板创造更好的决策环境;如果企业老板的决策环境改善了,他们的决策质量自然会提高,这样一来,企业的竞争力自然也就增强了。

我希望本书的出版,能为普遍提升企业文秘人员的情商做出贡献,从而为提高企业的管理水平添一块砖,加一片瓦。如果能实现这个目标,本人将深感欣慰!

是记。

谭一平

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