Perfect Phrases for Office Professionals: Hundreds of ready-to-use phrases for getting respect, recognition, and results in today’s workplace

By Meryl Runion and Susan Fenner

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

• Language: English
• Publisher: McGraw-Hill Education
• Release date: Jul 15, 2011
• ISBN: 9780071770545

Book preview

PERFECT PHRASES for OFFICE PROFESSIONALS

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

Meryl Runion and Susan Fenner

Copyright © 2011 by Meryl Runion and Susan Fenner. All rights reserved. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher.

ISBN: 978-0-07-177054-5

MHID: 0-07-177054-2

The material in this eBook also appears in the print version of this title: ISBN: 978-0-07-176674-6, MHID: 0-07-176674-X.

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This book is designed to provide communications information and guidance. The publisher and the authors do not offer legal or other professional services. Every effort has been made to offer advice that is accurate, sound, and useful. Results vary in different situations. Please use your own discretion in applying these phrases. The authors and the publisher cannot be held liable or responsible for any damages caused or allegedly caused directly or indirectly by the information in this book.

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CONTENTS

Foreword

Preface

Introduction: It’s a New World Out There

Chapter 1 Perfect Phrases to Establish Yourself in Your New Role

Perfect Phrases to Introduce Yourself to a New Manager

Perfect Phrases to Forge a Manager/Admin Partnership

Perfect Phrases to Relate Your Best Work and Communication Style

Perfect Phrases to Discover Your Manager’s Preferred Work and Communication Style

Perfect Phrases to Establish Your New Role with All Levels of Employees

Perfect Phrases to Collaborate with Other Office Professionals

Perfect Phrases for Questions About and Comparisons with Your Predecessor

Perfect Phrases to Initiate Meaningful Small Talk

Chapter 2 Perfect Phrases to Manage Inevitable Learning Curves

Perfect Phrases to Ask for Help Getting Oriented

Perfect Phrases to Handle Questions You Can’t Answer

Perfect Phrases to Let People Know You’re New

Perfect Phrases to Request More Detailed Explanations

Perfect Phrases to Clarify Office Jargon

Perfect Phrases to Get Support from People Who Know Your Job

Perfect Phrases to Admit Mistakes and Look Good in the Process

Perfect Phrases to Admit You Are in Over Your Head

Perfect Phrases to Apologize Without Groveling

Chapter 3 Perfect Phrases to Establish Communication Agreements

Perfect Phrases to Establish Communication Agreements with Your Manager

Perfect Phrases to Establish Communication Agreements Within Work Groups

Perfect Phrases to Arrange for Regular Meetings with Your Manager(s)

Perfect Phrases to Assure That You Are Consulted on Decisions That Affect You

Perfect Phrases to Discuss Solutions to Communication Breakdowns or Confusion

Perfect Phrases to Explain Special Communication Needs

Perfect Phrases to Adapt Communication Modalities to Preferred Styles

Perfect Phrases to Select the Best Communication Technologies

Perfect Phrases to Get the Focused Time You Need

Chapter 4 Perfect Phrases to Manage Managers

Perfect Phrases to Correct a Manager’s Mistakes

Perfect Phrases to Get a Manager to Admit Mistakes

Perfect Phrases to Break Bad News to a Manager

Perfect Phrases to Organize Your Manager

Perfect Phrases to Get Your Manager to Learn and Use the Latest Technologies

Perfect Phrases to Challenge Questionable Decisions

Perfect Phrases to Get Your Manager to Make You Look Good

Perfect Phrases to Summarize Information

Perfect Phrases to Get Your Manager to Prioritize Your Work

Perfect Phrases to Suggest That Your Manager Ask for Help

Perfect Phrases to Get Managers to Manage Rather than Abdicate

Perfect Phrases to Give Advice to Managers

Chapter 5 Perfect Phrases to Manage Multiple Managers

Perfect Phrases to Clarify Your Role in Multiple-Manager Relationships

Perfect Phrases to Get Multiple Managers to Collaborate When Delegating

Perfect Phrases to Get Multiple Managers to Agree on Your Priorities

Perfect Phrases to Address Late, Inaccurate, and Incomplete Projects

Perfect Phrases to Get Yourself out of the Middle of Multiple-Managers’ Conflicts

Perfect Phrases to Address Managers Who Bypass the System

Perfect Phrases to Clarify Communication Pathways Among Multiple Managers

Perfect Phrases to Handle Confidentiality with Multiple Managers

Chapter 6 Perfect Phrases to Deal with Sticky and Unethical Situations

Perfect Phrases to Address Disrespectful Manager Behavior

Perfect Phrases to Address Inappropriate Manager Behavior

Perfect Phrases to Respond to Unethical Requests

Perfect Phrases to Respond to Unethical Behavior

Perfect Phrases to Deal with Your Manager’s Family and Personal Requests

Perfect Phrases to Deal with Inappropriate Personal Requests from Your Exec

Perfect Phrases to Address Requests Outside the Scope of Your Job Description

Perfect Phrases to Balance Loyalties to Company, Manager, and Others (Including Clients and Board)

Perfect Phrases to Sidestep Being in the Middle of Rumors, Gossip, and Conflict

Perfect Phrases to Deal Compassionately with Employee Personal Tragedies

Perfect Phrases to Manage, Defuse, and Resolve Conflict

Chapter 7 Perfect Phrases to Optimize Work-Flow Procedures

Perfect Phrases to Get Support for Developing Standard Operating Procedures

Perfect Phrases to Identify Obstructive, Counterproductive Procedures

Perfect Phrases to Suggest Changes for Existing Standard Operating Procedures

Perfect Phrases to Get Buy-In for New Procedures and Procedure Changes

Perfect Phrases to Simplify Systems and Procedures for Clarity

Perfect Phrases to Communicate Protocol for Work Requests and Assignments

Perfect Phrases to Establish Administrative Deadlines

Perfect Phrases to Address Procedure Violations

Perfect Phrases to Establish Priorities for Reporting to Multiple Managers

Chapter 8 Perfect Phrases to Make Requests and Negotiate

Perfect Phrases to Negotiate with Vendors

Perfect Phrases to Negotiate Assignments

Perfect Phrases to Ask for General Help and Assistance

Perfect Phrases to Ask for Tech Help

Perfect Phrases to Ask for Additional Office Help

Perfect Phrases to Request Technology Upgrades

Perfect Phrases to Ask for Office Equipment

Perfect Phrases to Request Reasonable Accommodation

Perfect Phrases to Ask for a Raise

Perfect Phrases to Ask to Be Sent to Conferences and Receive Training

Chapter 9 Perfect Phrases to Clarify Job Expectations

Perfect Phrases to Differentiate Between Job Standards and Goals

Perfect Phrases to Clarify Job Description Content

Perfect Phrases to Prioritize Job Activities

Perfect Phrases to Align Your Job Priorities with Evaluation Procedures

Perfect Phrases to Address Job Obstacles

Perfect Phrases to Finesse Your Job Description

Perfect Phrases to Enhance Your Job Responsibilities

Chapter 10 Perfect Phrases to Clarify and Manage Assignments

Perfect Phrases to Ask Questions to Clarify Work Assignments

Perfect Phrases to Say Work Isn’t Ready for Admin Input

Perfect Phrases to Make Your Work Visible

Perfect Phrases to Decline, Adapt, or Defer Assignments

Perfect Phrases to Get Results Without Authority

Perfect Phrases to Delegate Up

Perfect Phrases to Eliminate Unnecessary Paperwork and Bureaucratic Hurdles

Perfect Phrases to Get a Manager to See You’re Stretched Too Far

Perfect Phrases to Communicate the Scope and Challenges of an Assignment

Chapter 11 Perfect Phrases to Be the Office Innovator

Perfect Phrases to Offer Training and Coaching

Perfect Phrases to Train and Coach Gracefully

Perfect Phrases to Suggest New Opportunities

Perfect Phrases to Express Opinions

Perfect Phrases to Recommend Initiatives

Chapter 12 Perfect Phrases to Bring Out the Best in Everyone

Perfect Phrases to Promote Interdepartmental Communication

Perfect Phrases to Get Office Members to Work Collaboratively

Perfect Phrases to Encourage and Empower Office Members to Be Self-Sufficient

Perfect Phrases to Address Company Layoffs and Terminations

Perfect Phrases to Manage Emotions

Chapter 13 Perfect Phrases to Speak for Your Manager

Perfect Phrases to Get Your Manager to Authorize You to Speak on His or Her Behalf

Perfect Phrases to Get Your Manager to Stop Undermining Your Authority

Perfect Phrases to Get Your Manager to Credential You to the Rest of the Office

Perfect Phrases to Get Others to Come Directly to You

Perfect Phrases to Gracefully Inform Someone of Your Manager’s Mistakes

Perfect Phrases to Make Your Manager Look Good

Perfect Phrases to Address Complaints and Criticisms About Your Manager

Chapter 14 Perfect Phrases for Professionalism and Empowerment

Perfect Phrases to Determine and Expand Your Empowerment Level

Perfect Phrases to Establish Peer Regard with Your Manager’s Colleagues

Perfect Phrases to Get Others to Respect Your Profession

Perfect Phrases to Get Others to Respect Your Professionalism

Perfect Phrases to Get Others to Refer to Your Position Appropriately

Perfect Phrases to Request Advanced Training or Education

Perfect Phrases to Ask for Support in Obtaining Professional Certification

Chapter 15 Perfect Phrases for Career Management

Perfect Phrases to Identify Your Career Path

Perfect Phrases to Request Strategic and Interesting Assignments

Perfect Phrases to Tie Your Job Functions into Your Career Path

Perfect Phrases to Tie Your Career Goals into Your Manager’s Best Interests

Perfect Phrases to Position Yourself for Promotions

Perfect Phrases to Request a Raise or More Responsibilities

Perfect Phrases to Get a Manager to Give You Due Credit

Perfect Phrases to Network for Career Advancement

Perfect Phrases to Explain When Your Loyalties Have Changed Due to Promotion

Perfect Phrases to Find a Good Mentor and Develop a Mutually Rewarding Relationship

Perfect Phrases to Gracefully Leave a Job, a Manager, or a Work Team

Perfect Phrases to Deal with a Demotion or Loss of Status

Perfect Phrases to Address Getting Passed Over for a Promotion

Perfect Phrases to Get Support for Involvement in a Professional Association

Conclusion: Office Professionals Can’t Afford to Play Small Anymore

Resources

Foreword

My role as executive director of OfficeTeam gives me a good sense of what distinguishes the most effective administrative professionals. Office professional responsibilities have expanded dramatically in recent years. The businesses we work with seek professionals who stretch beyond their job descriptions, juggle multiple priorities, and address unexpected and urgent matters.