Secretary's verbal communication is one of the indispensable contents in secretary's professional activities, and its oral expression directly affects the smooth development of secretary's work and the development and survival of enterprises and institutions, which is of great significance. Therefore, the secretary must strengthen his own language cultivation and make oral expression play an effective role. Specifically, it is to make one's own language expression present accurate, decent, artistic, reasonable and effective language features.

Keywords: secretary's oral communication language literacy

The post of secretary determines the scope of his work, the broadening of interpersonal communication and the frequency of various communication activities. The secretary's verbal communication is one of the indispensable contents in his professional activities. Modern secretaries should be good at writing documents and leading speeches. Pen and ink dancing? , but also when answering the phone, receiving visitors, reporting on work and giving suggestions to the government? A glib tongue? . Some secretaries are good at talking and communicating, and their work is quite effective, which is well received by leaders, colleagues and the masses; Some secretaries are often confused and dissatisfied with their interpersonal relationships, because they dare not say or will not say what they should say, and their reports are unclear and irrelevant. Although they are very enthusiastic about their work, the situation of communication has never been opened, which has caused some or even serious impact on their work.

Indeed, throughout the ages, due to the particularity of the job, from the use of the secretary's leadership to the secretary himself, from? A gentleman must keep his word and do what he says? 、? Illness comes from the mouth, and disaster comes from the mouth? The influence of exhortation, such as many secretaries? Talk less and do more? As your own code of conduct, too much emphasis and belief? Silence is golden? , lest? A lot of words will be lost? Everywhere? Mind your words and deeds? Many secretaries have become reticent? Inner show? . To a great extent, this phenomenon inhibits the overall improvement of the secretary's personality and ability.

Japan's Kazuo Nakagawa said? Speaking can not only create a better relationship between people, but also destroy the relationship between people. This is a double-edged sword. ? China also has it? A good word warms three winters, but a bad word hurts June? Statement. Some secretaries don't understand the double-edged sword function of language, and it is not uncommon for them to get offended without thinking, or they are irresponsible and irresponsible; Or ambiguous, ambiguous words; Or condescending and domineering; Or rhetoric, posturing; Or vulgar slang and rude words; Or echo others' opinions and report good news instead of bad news.

With the deepening of social informatization, the secretary's language literacy requirements for oral expression will be higher and higher, which used to be simple? Type of document? Our secretary can no longer meet the needs of the development of the situation. What society needs is a new secretary who can think, write and speak. Under the new situation, the secretary's oral communication literacy is very important. Secretaries should be good at understanding, mastering and providing information, and have good oral expression and eloquence in contact with leaders, the masses and colleagues. Otherwise, it is difficult for the secretary to successfully complete the tasks she has undertaken.

A Hong Kong businessman discussed the establishment of a joint venture factory with a provincial company. When he came to the door of the company, the company secretary who greeted him said to him, Our manager is upstairs. He wants you to go. ? Hearing this, the Hong Kong businessman thought, Why should I go? He immediately turned around and said, if your company is sincere in cooperation, please ask your manager to come to my hotel to negotiate. ? It is precisely because the secretary's improper expression has damaged the company's image and caused adverse consequences. Therefore, some large enterprises in Japan attach great importance to the oral ability of candidates when recruiting employees, and therefore list some requirements of oral expression as the threshold of recruitment. They believe that an enterprise is a high-speed machine in modern society, and every employee is a part of this big machine. Whether the employees of an enterprise can speak or not is directly related to the survival and development of the enterprise. Only with good eloquence and strong ability can we perform our duties well.

As an important position in the window department, the secretary should really strengthen his language cultivation and improve his oral expression ability. The purpose of secretary's language communication is to make the other party understand and accept. Whether the secretary can express accurately and clearly, especially artistically, can better promote the understanding and acceptance of the other party and cooperate with your work. In oral activities, words vary from person to person. When speaking, don't say inappropriate words, be measured, talk about art, be able to speak, speak well, speak skillfully, speak appropriately, speak convincingly and tell surprises. The so-called secretary? Have a glib tongue? That is to say, a secretary should have high oral expression ability, be able to dictate complex things clearly and orderly, not be wordy and unreasonable, and make things clear, clever, appropriate and artistic, so as to achieve the best communication effect.

If the manager of a clothing company angrily looks for the chairman of a textile group that has business dealings with his company because of an economic dispute, the chairman of the group will send a secretary to receive him because he has not considered the countermeasures. After patiently and carefully listening to the manager's statement, the secretary said: We respect you and your company very much, and I will truthfully report your opinions to the chairman. ? It is precisely because the secretary eased the refusal with euphemistic and gentle language that he bought time for the chairman to consider countermeasures and created good conditions for better handling disputes in the future.

First, the general quality of secretary's oral communication

The sincerity, seriousness, accuracy, clarity, appropriateness and appropriateness of the secretary's speech are important guarantees for the secretary to create a good communication environment, transmit information and make interpersonal relationships harmonious.

1. Sincere communication, kindness-oriented, understanding.

Sincerity is an eternal communication principle that spans the times and countries, and it is also a communication method that everyone expects. Because everyone has a sense of security, out of this demand, people hope that they can grasp the surrounding environment and grasp their own contacts. Giving each other truth and sincerity in words is an important factor in gaining trust. Treat each other sincerely, the content expressed is sincere and simple, the expression of feelings is natural and vivid, and the conversation is infectious.

When the secretary speaks, he should pay attention to avoid being rude and simple, and not telling lies, big words and empty words; Don't say what you shouldn't say, don't misinform; Don't do things that rudely interrupt others at will; Nor flatter others to please others or only report good news without reporting worries; Don't make promises at will.

In addition, communication with people should be prepared in advance, such as who is the object of communication, what is the content of communication, what is the purpose of communication, what kind of ideal result you hope to achieve, the result that the other party may hope to achieve, the time and place of communication, the topics that may be discussed during communication, how to express and listen during communication, and what problems should be paid attention to during communication, etc. Be sure to understand and plan in advance. So-called? Know yourself and know yourself, and fight every battle? . Of course, when communicating with guests, we should also help our superiors to handle the relationship well, so as to be meticulous, considerate, reasonable and restrained; When the superior handles the problem improperly or negligently, the secretary should make up for it quickly and always maintain a harmonious and effective communication atmosphere between the unit and the guests.

2. Serious attitude, polite language and self-restraint.

A solemn and polite attitude and respect for others can ensure smooth communication in interpersonal communication and protect one's personality from being insulted.

Learn to say all kinds of things politely and appropriately. Don't say things you shouldn't say in front of guests, colleagues or leaders. And don't gossip, don't speak ill of colleagues, and don't slander others. Never bring your past habitual actions into workplace communication, especially when communicating with the outside world. Don't make insignificant little moves, such as reading SMS, manicure, yawning, etc. 3. Concise, accurate and appropriate, with clear thinking.

In any oral communication, the meaning should be accurate and complete, and the expression should be clear and clear. British philosopher Bacon once said: Implicitness and appropriateness in conversation are more valuable than eloquence. ? Therefore, in communication, the secretary should make corresponding preparations in advance, use different words and pay attention to discretion when speaking. It is best to express its meaning in concise and clear words, so that the listener can understand it easily. Simple and easy to understand, colloquial, using simple and natural basic words and common words, accurate pronunciation, clear articulation, natural and smooth tone, which is helpful to communicate feelings and convey information.

Second, the practicality of oral communication of secretaries

Because of the decisive position of secretarial work and its professional characteristics of subordination, policy and affairs, it is accompanied by its professional eloquence characteristics: strong ideological, practical, timely and wide knowledge. As an excellent communicator, a secretary should not only master certain communication methods and skills, but also have high professional quality, cultural quality and internal quality. As a secretary, you should embody the following characteristics in your speech.

1. Very thoughtful

Secretarial work has always been subordinate to a certain enterprise and institution, and the work is carried out around an organization, in order to ensure the smooth progress of the work of leaders and enterprises and institutions. In particular, China's secretarial work serves the Party, state organs, enterprises and institutions at all levels, and serves the construction of socialism with China characteristics, which makes China's secretarial work have strong policy and ideological characteristics, and its language expression reflects a high level of ideological policy.

2. Strong practicability

(1) is used for specialized business practice. The secretary plays a pivotal role in the party and government organs, enterprises and institutions, acts as a consultant in decision-making, and acts as an assistant in the daily work and other affairs of superiors, which determines that most of the contents of the secretary's work are closely related to the actual problems of the unit collective or individual employees, which makes the oral expression of the secretary directly target at the actual and specialized business of the unit.

(2) It involves real social problems. The oral expression of the secretary directly or indirectly involves practical social problems. With the change and development of social economy, some specific problems will certainly appear in some industries or grass-roots enterprises and institutions, and the secretary will inevitably touch on the practical problems existing in society when he reflects to his superiors and explains to the masses. Therefore, we must seriously investigate the situation, face it positively, and explain and explain it seriously, actively and effectively.

(3) Close contact with the business of this unit. The oral expression of secretarial work is closely related to the business activities of the unit, which is determined by the subordinate nature and auxiliary function of secretarial work. Therefore, the content of their conversation should focus on the actual business of the unit, appropriate and practical.

(4) Touching the specific problems of the workers and the masses. Many contents of oral communication of secretaries will touch the thoughts and interests of employees. The daily work of a secretary often faces specific practical problems such as welfare and technical post arrangement that employees are very concerned about, as well as various practical problems in the minds of employees, which also urges the secretary to effectively explain and explain these problems.

3. Strong timeliness

The pivotal position of secretarial work determines the timeliness of oral expression of secretaries. The daily management of a unit is often supervised by a secretary. Therefore, the secretary should be timely when implementing the principles and policies of the party and the state and the rules and regulations of enterprises and institutions, have a sense of urgency when dealing with management issues and professional and technical issues, answer questions reflected by customers and internal employees quickly and promptly, and conduct dialogues quickly and effectively in communication activities such as negotiations.

4. Covering a wide range of knowledge

The secretary is a special social role. He should be as keen as a psychologist and as good at dealing with all kinds of communication relations as a diplomat. The internal and external contact function of secretarial work determines that secretaries have to face all kinds of people and answer all kinds of questions, such as dealing with principles and policies. Involving professional knowledge, we should skillfully use professional knowledge to publicize and explain, in order to solve practical problems in production and operation; Involved in cultural knowledge, rich in accumulation, clear in the chest, thick accumulation and thin hair; Involve psychological knowledge, identify psychological needs, understand and learn to analyze others' personality psychology, communicate and coordinate with rich psychological knowledge, accurately understand others' intentions, understand others' positions, harmonize interpersonal relationships, take the initiative, know others' good words and have a conversation? Just what you want? . The secretary is rich in knowledge, good at grasping and exploring topics, keen and sensitive, skilled in using conversation methods and skills, quickly understanding each other's personality and character in a natural and harmonious conversation, grasping each other's psychology and needs, and making communication harmonious and effective.

Third, the secretary's oral communication art.

As an important bridge for leaders to communicate with all units and departments, the secretary's eloquence and affability are skills that cannot be ignored. Xunzi said:? Words can be said and actions can be done. This is a national treasure. ? A competent secretary is not necessarily an orator, but he must be eloquent and amiable. Speaking is an art, and the oral expression of a secretary needs more height and realm. Only when secretaries have good qualities and accomplishments and communicate with their excellent eloquence can they coordinate relations, assist the government in participating in politics, lay a solid foundation for the smooth progress of their work, and thus actively and effectively promote their work.

1. Good at listening and showing sincerity.

Listening is a respect for others and a prerequisite for establishing a good relationship. Listen carefully to each other's stories, and you will understand others more deeply, and know and treat yourself objectively and dialectically. The more you listen, the more comprehensive information you have, and the easier it is for each other to become good conversation partners. Listen, it's a good shortcut. In the communication field, people who are eloquent are not necessarily good at communication, but those who are good at listening are really good at communication. It will be said that when there is a sharp edge, there will be exaggerated losses. Listening quietly has not only these disadvantages, but also the advantages of listening to others. Listening carefully and observing carefully will help to make less immature comments and avoid unnecessary misunderstandings. Mary, an outstanding American businesswoman? Kay once said humorously: An excellent manager should listen more and talk less. Maybe this is why God gave us two ears and one mouth! ? Therefore, improving oral expression ability and good listening habits are the premise.

(1) Try not to interrupt the speaker's topic. In the process of listening, no matter how eager you are for a new topic and how much you want to express your opinion, don't interrupt the speaker's topic, but silently keep what you want to say in mind until the other person finishes speaking, and then express your opinion. What the speaker hates most is that others interrupt him, because it is easy for the speaker to misunderstand that you interrupt his train of thought because you don't respect him.

(2) express your views skillfully. In face-to-face communication, listen carefully, don't express or insist on opinions that are obviously different from each other, don't show your bad feelings, and don't get angry even if you are wronged. Listening patiently and sympathetically will resolve your grievances and make people reasonable, because the other party wants the listener to listen carefully to himself, or wants the listener to put himself in his own shoes instead of giving him advice. But you can use the evidence of the other side to put forward your own opinions tactfully. For example, after the other person has finished speaking, you can repeat a certain part or a certain point of view he said? As you pointed out, I think? 、? I totally agree with you, okay? Respond to the answer, prove that you are paying attention to what he said, agree with what he said, and let the other person introduce you as a bosom friend, and then you can bring it up diplomatically? I still think it's okay. Make it easy for the other person to accept your suggestion. (3) Be good at reading between the lines. A clever listener should not only satisfy the superficial listening and understanding, but also be good at creating a relaxed and natural atmosphere in the conversation and prompting the other party to talk actively. He is good at listening to the words and the voice behind the words from the speaker's speech, discovering hidden information from his language situation, language posture and subtle body movements, and grasping the speaker's real intention. Only in this way can we achieve real communication.

(4) Be good at interactive response. When the other party speaks, pay attention to listening, respond positively by language or other means at any time, and give necessary feedback. First of all, be sincere. Listen with an open mind When communicating with the other party, get a little closer to the speaker, look at the triangle area of the other party's eyes and nose, keep eye contact for five to fifteen seconds, use your attention to make him feel your respect and piety, win his approval, gain his trust and let him speak freely. Second, we should concentrate. Listen carefully, don't be half-hearted. If you give each other a smile from time to time; When agreeing with each other, you can nod your head gently; Smile when you are interested in what he says. Hmm? 、? Oh? 、? What happened afterwards? Let the other person feel that you don't want to miss a word, you are really listening and encouraging, eager for what he said; Don't interrupt others before they finish. With such a dedicated attitude, the other party is willing to confide in their hearts.

2. Repeat convex information appropriately

Whether you are accepting the criticism of your superiors or listening to the introduction of your customers, you must refine and repeat the main points of the two sides' talks after the other side has finished. In particular, important information such as the time, place and amount of important work, meetings and business interviews should be checked again to effectively avoid mistakes and ensure the smooth development of the work.

3. Sunshine smiles convey warmth

Smile is the most direct expression between people and the most direct way to convey feelings. There is a western proverb:? Only those who speak with a smile can shoulder the heavy responsibility. ? Interpersonal communication is an interactive process. When you smile, the other person will be unconsciously infected by you, fall in love with you involuntarily, and will smile at you at first. The atmosphere of the conversation was harmonious. Smiling can bring people closer. When you encounter difficulties in your work and life, you can often solve many problems with a smile and bring success.

Sincere praise melts the truth.

Shakespeare once said: Praise is the sunshine that shines on people's hearts. ? Psychologist William? Jerez also said:? The deepest need of human nature is to long for the appreciation of others. ? Praise is like a concerto, and the harmonious and pleasant voice is fascinating; Praise is like a lubricant, which can adjust their relationship; Praise is like warm sunshine, which makes people feel the warmth of the world. Everyone wants to be affirmed by others and confirm their importance, so they are very eager to be appreciated by others. Praise each other's behavior, often will receive unexpected results. Churchill said: praise others as much as you can. ? So the secretary should not be stingy with praise when communicating.

Everyone likes to be praised, but praise should be just right. When sincere praise brings happiness and positive satisfaction to the other party, you also enjoy a kind of joy and the pleasure of life, which is a very rare feeling. Sincere praise comes from the deep heart, is the induction of the soul, is the envy and admiration of the praised person, and can make the other person infected and produce * * *. Sincere, heartfelt, friendly, selfless and appropriate praise will not only bring happiness to each other and win their goodwill, but also get their sincere understanding and enthusiastic support to help us do a good job and live a happy life.

5. Humorous conversation promotes communication

Humor is the lubricant of social interaction, and sometimes a humorous remark will free embarrassing and boring scenes. In interpersonal communication, what is the secretary's rhetoric when both sides are unclear about a certain problem and affect the normal work process? We are all for the benefit of * * *, so let's talk about * * * first. It will often make the negotiations go smoothly, and each other's opinions will also be run-in.

But in the work, the secretary should use humor appropriately, because the special position of the secretary determines the special position of the secretary. Is the secretary from the company? The window? Contact with many people, stable, quick thinking, able to cope with the world. When a salesman talks about business, he wants to see the boss, and other senior executives who promote it also have the final decision. The secretary said this: I'm sorry! Our boss is very busy, so he has no time to receive you now. You can talk to our exclusive supervisor about this matter. ? The salesman still stubbornly said: Your boss does 10,000 things a day, and I don't think he will attach too much importance to me! ? The secretary smiled and said, I'm sorry, our boss had already finished 10 thousand things before you came. ? Hearing this, the salesman went to the supervisor with a smile. Here, the secretary used a little humor to block unnecessary troubles for the boss, and at the same time did not leave the impression of poor service attitude of this enterprise to outsiders.

Communication is the art of maintaining each other's face. Psychologically speaking, no one wants his behavior to be forced or interfered by others. Too direct or naked threats will only lead to the other person's rebellious psychology. Humorous communication language can not only reflect the elegance and kindness of the secretary, but also bring respect and psychological comfort to others and win their goodwill and understanding.

Euphemistically reject a good image

Secretarial work does not mean that leaders have to obey or promise to do everything they say. Similarly, when a guest or colleague makes an unreasonable request, the unit or secretary can't do it or can't do it at all. We should also learn to politely refuse and tell the unreasonable things. When refusing, the attitude should be clear and unambiguous, and some things must be principled. But in the process of telling, you should explain the reasons as much as possible, and apologize sincerely, don't hurt people. This art of tactfully refusing not only protects others' face, but also protects their own image.

7. Speed is suitable for a good rhythm

It is indispensable for effective communication to master the appropriate rhythm when speaking. A good secretary usually adjusts the rhythm of his speech by pausing. A proper pause in the process of speaking at normal speed can attract the attention of the listener, and intentional stress can also make the listener grasp the key points of the content in time. Secretaries and superiors are busy every day. In order to save time, the secretary always wants to finish this sentence quickly when reporting the situation or work to the superior, ignoring whether the superior is listening or not, which hinders the work. Therefore, the rhythm of speaking needs to be reasonably grasped.

In a word, speaking is a skill and an art. Today's society is an era of paying attention to interpersonal communication and winning the world with eloquence. As the saying goes, words must be done, words must be done. Language is an effective communication tool for human beings, especially secretaries. Language is the carrier for human beings to express their thoughts and the indispensable wisdom of success accumulated since human reproduction. A secretary's life is spent in social life, and the exchange of words is accompanied by every moment. Good words are the spice of life, the propeller of career, the song of family harmony and the triumph of self-realization. Therefore, a secretary must master the art of speaking, so that successful communication can promote her career and her own success.

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