Perfect Phrases for Office Professionals: Hundreds of ready-to-use phrases for getting respect, recognition, and results in today's workplace (Perfect Phrases Series) - Softcover

Runion, Meryl

Softcover

ISBN 10: 007176674X ISBN 13: 9780071766746

Publisher: McGraw-Hill Education, 2011

Synopsis

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME

As an office professional, you are the point person for critical day-to-day activities. That means effective communication with your manager and internal and external stakeholders is key to the success of your office and organization.

Perfect Phrases for Office Professionals has hundreds of ready-to-use phrases for any situation you’re likely to face. From defining your role in the office to promoting interdepartmental communication to getting the credit you deserve, this handy, quick-reference guide provides the most effective language to:

• Establish a quality relationship with your manager
• Clarify and manage assignments
• Get results without formal authority
• Handle customer complaints like a pro

About this title

About the Author

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Excerpt. © Reprinted by permission. All rights reserved.

PERFECT PHRASES for OFFICE PROFESSIONALS

Hundreds of Ready-to-Use Phrases for Getting Respect, Recognition, and Results in Today's Workplace

By Meryl Runion, Susan Fenner

The McGraw-Hill Companies, Inc.

Copyright © 2011 Meryl Runion and Susan Fenner
All rights reserved.

ISBN: 978-0-07-176674-6

Contents

Foreword
Preface
Introduction: It's a New World Out There
Chapter 1 Perfect Phrases to Establish Yourself in Your New Role
Chapter 2 Perfect Phrases to Manage Inevitable Learning Curves
Chapter 3 Perfect Phrases to Establish Communication Agreements
Chapter 4 Perfect Phrases to Manage Managers
Chapter 5 Perfect Phrases to Manage Multiple Managers
Chapter 6 Perfect Phrases to Deal with Sticky and Unethical Situations
Chapter 7 Perfect Phrases to Optimize Work-Flow Procedures
Chapter 8 Perfect Phrases to Make Requests and Negotiate
Chapter 9 Perfect Phrases to Clarify Job Expectations
Chapter 10 Perfect Phrases to Clarify and Manage Assignments
Chapter 11 Perfect Phrases to Be the Office Innovator
Chapter 12 Perfect Phrases to Bring Out the Best in Everyone
Chapter 13 Perfect Phrases to Speak for Your Manager
Chapter 14 Perfect Phrases for Professionalism and Empowerment
Chapter 15 Perfect Phrases for Career Management
Conclusion: Office Professionals Can't Afford to Play Small Anymore
Resources

Excerpt

<h2>CHAPTER 1</h2><p><b>Perfect Phrases to Establish Yourself in Your New Role</b></p><br><p>You got the job! What now? Here comes the hard part—establishing yourselfwith a new exec and a new work team. You want to come across as a professional,without appearing pushy or looking like a pushover. You need just the rightbalance of assertiveness and willingness to work with other people's styles.After all, you are the new kid on the block.</p><p>Remember, it's as challenging for your new office mates to get a replacementadmin on board as it is for you to be that admin. They'll wonder how good youare at your job, if you can fill the shoes (big ones, no doubt) of yourpredecessor, and whether you'll fit in with what they may feel is the best workgroup ever (or not). They will have some of the same anxieties about you, andabout your meshing with them, as you have about testing the waters and findingyour place within an existing team. Establish your position deliberately and fixthings before they get broken.</p><p>This chapter gives you the perfect phrases to introduce yourself to your managerand colleagues. You'll find just the right words to ask about their way of doingthings and to tell them what worked well for you in the past. You'll learn howto blend into the group with small talk that opens doors, as well as how tohandle the inevitable faux pas (it happens to the best of us). Also, you'll findways to address comparisons with the person who held the job before you.</p><p>It's hard to overcome a bad first impression, so make your initial meeting withyour new work team one that gets you accepted and respected and starts yourcareer off on the right foot.</p><br><p><b>Perfect Phrases to Introduce Yourself to a New Manager</b></p><p>What do you say after hello? Here's what.</p><p>-> Hi! My name is [name], and I'm your new office professional (or admin).</p><p>-> I expect we'll be busy, so I'll give you the short version of my background.</p><p>-> I'm excited to be a member of your team because [reason].</p><p>-> I've heard great things about working with you. You know people say[compliment you've heard], don't you?</p><p>-> I expect we'll be learning a lot about each other in the next few weeks. I'mso glad I'm here.</p><p>-> I'm new to you but not new to the industry. I look forward to supporting youand learning from you.</p><p>-> I am so excited to be here—this is my dream job!</p><p>-> These first few weeks will be a learning experience for both of us. What canwe do to make it all go smoothly?</p><br><p><b>Perfect Phrases to Forge a Manager/Admin Partnership</b></p><p>The words you use can set a tone of boss/employee or a tone of professionalcolleagues. These phrases use words such as <i>partnership</i> and <i>team</i>to establish the new relationship as a partnership. Some managers have never hada partnership-style relationship with their support staff and may resist beforethey embrace it as valuable and needed.</p><p>-> I like partnering with my managers because that's how we get the most done.</p><p>-> The reason why I think we're going to make a great team is [reason].</p><p>-> I want to be the best office manager you've ever had. Let's talk about how wecan be a great team.</p><p>-> I was excited to be on this team, and here I am!</p><p>-> Every management/admin (or exec/office pro) team (or partnership) isdifferent, so I look forward to seeing how our team will evolve.</p><p>-> As your team rookie, I notice [observation].</p><br><p><b>Perfect Phrases to Relate Your Best Work and Communication Style</b></p><p>While generally the support person expects to adapt more to execs than to haveexecs adapt to the support person, it is appropriate to let your managers knowhow to best communicate with you. These phrases will help you tell your managerthe best way to interface with you.</p><p>-> I work best by [e.g., providing daily updates and having weekly face-to-facemeetings, even if they're for only five minutes]. Does that work for you?</p><p>-> I like to respond to e-mails in batches. I do that every two hours. Forsomething urgent, if you flag it, I can respond right away. OK with you?</p><p>-> I find if I get an overview before I delve into the details, I understand alot better. Could you explain things for me a bit before you assign them?</p><p>-> If you could explain why we do something, it helps me choose the best way tohandle it. Thhat way I won't have to interrupt you with as many questions.</p><p>-> If we could check in each morning, I'd know I'm making your priorities mypriorities. It won't take long—even five minutes would work.</p><p>-> If you could summarize the steps you want me to take for tasks, I won't haveto guess how you want things. I'd be more likely to get it just the way you wantit.</p><p>-> I'm a can-do person. Let me know if what I'm doing works for you.</p><p>-> I like to stretch myself. If I oveeeerstep my boundaries, just tell me. That'show I find out where they are.</p><br><p><b>Perfect Phrases to Discover Your Manager's Preferred Work and CommunicationStyle</b></p><p>Everyone operates at his or her best in different ways. The system that workedso well with one manager may not work well at all with another. Here are phrasesto find your manager's style.</p><p>-> What's the best way for me to ask you about [area]?</p><p>-> How do you like to be updated on [area]?</p><p>-> Is there a messaging system you like?</p><p>-> Do you text? Is it a good way to reach you?</p><p>-> If I needed something from you right away, how should I contact you? E-mail?Text? Phone?</p><p>-> Let me know what I have your authority to handle and what I'll need to runpast you first.</p><p>-> At the beginning, I'll probably check in fairly often. With time, that shoulddecrease, once I know your work style.</p><br><p><b>Perfect Phrases to Establish Your New Role with All Levels of Employees</b></p><p>You might have just met your manager, but as his or her admin or office pro, yourepresent your manager, sometimes with people who know this person much betterthan you do. These phrases will help you establish that unique role.</p><p>-> You know [manager's name] much better than I do. I respect that. However, asher admin, I speak for her now.</p><p>-> I know you're not used to having to go through me to get to [manager's name].It's an adjustment. I'll do whatever I can to be an ally rather than a barrier.</p><p>-> I'm still learning what I need to support [manager's name], and I know itseems quicker to go directly to him. In the long run it will be quicker for allof us if you go through me, even if I end up just asking him the same questionsyou're asking. Thanks.</p><p>-> [Manager's name] and I met and decided I'm now going to handle all [area].</p><p>-> We've made some changes with my coming on board. I'll now be the one you'lltalk to for [area].</p><p>-> Here's what I can do for you: [how you'll help].</p><br><p><b>Perfect Phrases to Collaborate with Other Office Professionals</b></p><p>You can't find a better network than other office pros. They can help you getthings done, and you can help them get what they need. These phrases will helpestablish your mutually supportive relationship.</p><p>-> In my last job, the admins got together regularly to network and support eachother. Do you do that here? I'd like to set that up if you don't.</p><p>-> I'm headed to [department]. Can I get you anything?</p><p>-> You and I can make each other's jobs a lot easier. I don't have as much tooffer just yet while I'm learning, but I will when I get up to speed. Then I'lldo whatever I can to support you.</p><p>-> I hope we can share new ways to solve problems. You can tell me what workshere, and I can tell you what worked for me before.</p><p>-> If I talk too much about how we did things at [previous company], let me know.I love exchanging ideas and figure it's good to share best practices.</p><p>-> I want you to know that I'm a team player and will be here when you need me.</p><p>-> I'm looking forward to working with you. This is going to be great!</p><br><p><b>Perfect Phrases for Questions About and Comparisons with YourPredecessor</b></p><p>When you're new, you fill someone else's shoes. Whether those shoes are big onesor small ones, these phrases will help you talk gracefully about yourpredecessor.</p><p>-> [Predecessor's name] left for [personal] reasons. I don't feel right talkingabout it, but you can ask him directly.</p><p>-> I'm not comfortable talking about [predecessor's name's] flaws, but I do lovehearing what worked for him.</p><p>-> Thanks for the compliment. I hope my work stands on its own so we don't needto talk about my predecessor. It's a new game.</p><p>-> I know you liked [predecessor's name], and while I don't expect to everreplace him, I do hope to win you over in time.</p><p>-> I can see that [predecessor's name] was good at [area]. My forte is [area(s)].</p><p>-> A new person always changes the office dynamics. I hope you'll like workingwith me.</p><br><p><b>Perfect Phrases to Initiate Meaningful Small Talk</b></p><p>There is nothing small about small talk. Big things start there. These phraseswill help your small talk be more meaningful.</p><p>-> I was thinking about [reflection that struck you] on my way to work today. Doyou ever think about that?</p><p>-> One of the things I like about working here is [what you like]. What do youlike best about working here?</p><p>-> (Notice when someone appears touched by something.) That seems important toyou. May I ask about it?</p><p>-> How did you get where you are here? What were some turning points in yourcareer path?</p><p>-> If you had one tip for me about succeeding here, what would it be?</p><p>-> What is the best thing that has happened to you here?</p><p>-> What is the most interesting thing that happened here?</p><p>-> What is the most exciting thing that has happened to you professionally?</p><p>-> What are your goals here at [company]?</p><p>-> Is that your [daughter/son/family]? [Comments on family pictures.]</p><h2>CHAPTER 2</h2><p><b>Perfect Phrases to Manage Inevitable Learning Curves</b></p><br><p>OK, you're hired, you schmoozed with your new manager and work team, and youmade a positive impression on your "new BFFs" from nine to five. It's time tolearn the ropes in this new setting. You don't know what you don'tknow—so, how do you navigate your office-rookie learning curve whilemaintaining some sense of dignity?</p><p>Pay attention to this point. Learning curves are inevitable. The secret is toadmit that you won't hit the ground running and master all that you did in yourold job right away. Susan recalls a job in a new industry and town, doing thingsthat were foreign to her. She was apprehensive, but she knew she could transferher knowledge and skills to the new setting with time. She figured what shedidn't know, she could learn from others <i>if</i> she stowed her ego. Though she hadbeen on the top rung of her profession at the old organization, she was startingall over at the bottom in this new job. Susan swallowed her pride, brushed up onher questioning skills, and asked for help when she needed it. People wanted tohelp and felt good about knowing things she didn't. They saw her as anapproachable, appreciative, able comrade who would fit in because she feltcomfortable enough to depend on others when she needed them.</p><p>Susan teaches from her success. I teach from failure as well as success. I wasin over my head in my first admin job and didn't ask for support. I now knowthat my manager would have supported me had I asked. Instead, I faked it andquit before he discovered my incompetence. I learned a valuable lesson. I don'thide lagging learning curves anymore.</p><p>This chapter will provide you with the perfect phrases you need to get orientedin a new position, to clarify what seems muddled, and to find out where youought to go to get answers to tough questions. It gives you the words you needwhen you inevitably make a mistake or get in over your head.</p><p>Relax and take advantage of this period during which not having all the answersactually works to your advantage.</p><br><p><b>Perfect Phrases to Ask for Help Getting Oriented</b></p><p>If you aren't greeted with an effective orientation, don't fake it and makestuff up. These phrases will help you get the direction you need.</p><p>-> How do new employees find out how things work around here?</p><p>-> If you were new here and a little lost, which employee would you talk to?</p><p>-> Everyone is so busy that I haven't gotten a detailed orientation. Are thereresources I can use to get my bearings?</p><p>-> I'm looking for someone to take me under his or her wing and show me the ropesas I get settled in. Would you be willing to do that for me?</p><p>-> I have a list of information that was provided to me. Do you see any gaps orthings I ought to know that aren't listed?</p><p>-> When you need help figuring out how things work, what person do you talk to?Sometimes I feel lost.</p><br><p><b>Perfect Phrases to Handle Questions You Can't Answer</b></p><p>No one who really thinks about it expects a new admin or office pro to know allthe answers. Actually, even seasoned veterans still encounter questions theycan't handle. These phrases will help you address what you don't know withoutsounding incompetent.</p><p>-> I don't know, but I'll find out!</p><p>-> That's a new one for me. Do you have suggestions about how I can find theanswer for you?</p><p>-> I'm happy to find out for you. Since I'm new, it may be quicker for you tolook it up yourself, but if you don't mind waiting, I'll get your answer foryou.</p><p>-> I haven't encountered that yet. Would you like for me to find out for you?</p><p>-> I could guess at an answer, but I don't want to mislead you. Let me check onthat and get back to you.</p><p>-> I'll be glad to look that up for you. Where should I look first?</p><p>-> That's a new one for me. Is there someone with experience that I can ask?</p><br><p><b>Perfect Phrases to Let People Know You're New</b></p><p>Most people have patience with people who are new, but they also want their ownneeds met. Let them know you've just come on board in a way that explains yourlimitations without sounding as if you're making excuses or you are inept.</p><p>-> I've dealt with a lot of things in the week I've been here, but that one isnew to me. Let me check.</p><p>-> I know how my last company handled that, but not this one. I'll find out foryou.</p><p>-> I'm glad you asked that. I'm afraid I can't help you with it yet, but I intendto get the information so next time you need help, I'll have an answer.</p><p>-> I don't have that answer for you, since I'm new to the position, but I'll putit on my need-to-find-out list. I'm sure it will come up again in the future.</p><p>-> I'll need to check with someone on that, since I'm a newbie. Can I get back toyou this afternoon?</p><br><p><b>Perfect Phrases to Request More Detailed Explanations</b></p><p>People often assume you're more up to speed than you actually are. These phraseswill help you ask for more detailed explanations.</p><p>-> I appreciate the overview. Can you fill in a few blanks for me?</p><p>-> I have a vague picture, but I need more details to move forward. I don't knowenough to know what to ask. Can you help me figure out what details I stillneed?</p><p>-> Let me repeat what I think I heard you say: [your understanding].</p><p>-> You want me to do [your understanding]. Is that correct? Did I miss anything?</p><p>-> Is there a version from last year that I can use as a model?</p><p>-> Since I'm new, is it OK if I do a rough draft and get back to you to make sureI'm on the right track?</p><p>-> Can I do a mock-up and run it by you before I spend a lot of time maybefocusing on the wrong things? I want to do my best with this project!</p><br><p><b>Perfect Phrases to Clarify Office Jargon</b></p><p>Everyone has his or her own way of saying things. Office jargon is automatic,and you may need to ask more than once for people to "speak plain English."These phrases will help you decipher the local acronyms and other unique usages.</p><p>-> What does [e.g., "ConW"] mean?</p><p>-> I know what that meant at my last company, but I'm not sure that it means thesame thing here.</p><p>-> Can we have a session where you fill me in on all the office jargon you canthink of?</p><p>-> Is there a list of most-used acronyms? If there isn't, I'd be glad to makeone. It would help me and other new hires.</p><p>-> I'm developing a list of words and abbreviations specific to this office, so Ican follow you better. What should I start with?</p><p>-> Every time I hear a word or an abbreviation I'm not familiar with, I'd like toask you its meaning. Is that OK with you?</p><br><p><b>Perfect Phrases to Get Support from People Who Know Your Job</b></p><p>The best people to get help from are those who have either done your job (orparts of your job) or worked with people who did. These phrases will help youtap into their knowledge and experience.</p><p>-> I've learned I can save lots of time by asking people who have actually donewhat I'm trying to do. Can you walk me through this?</p><p>-> What did you like about how [predecessor] did this?</p><p>-> How would you do this if you were I?</p><p>-> I'll develop my own style, but in the meantime, while I'm learning, if you seeme do anything inefficiently, will you let me know?</p><p>-> I'm trying to learn how you do it here. Can you steer me in the rightdirection?</p><p>-> Before I put a lot of time into this, will you take a look to make sure I'm onthe right track?</p><p><i>(Continues...)</i>

(Continues...)

Excerpted from PERFECT PHRASES for OFFICE PROFESSIONALS by Meryl Runion. Copyright © 2011 by Meryl Runion and Susan Fenner. Excerpted by permission of The McGraw-Hill Companies, Inc..
All rights reserved. No part of this excerpt may be reproduced or reprinted without permission in writing from the publisher.
Excerpts are provided by Dial-A-Book Inc. solely for the personal use of visitors to this web site.

Edition details

• Publisher: McGraw-Hill Education
• Publication date: 2011
• Language: English
• ISBN 10: 007176674X
• ISBN 13: 9780071766746
• Binding: Paperback
• Number of pages: 208