Download ppt - Chapter 10 Scheduling Appointments and Receiving Visitors

Chapter 10Scheduling Appointments and

Receiving Visitors

Office Procedures for the 21st CenturyBurton and Shelton

© 2011 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights

Reserved.2

Scheduling Appointments and Receiving Visitors Making Appointments Receiving Visitors Managing Diverse Situations Office Security Ethics and Visitors Hosting International Visitors



Reserved.3

Making Appointments

Keeping an appointment schedule You and your manager should each keep

an appointment schedule Learn manager’s preference for scheduling

appointments Which appointments should be given

priority How much time for appointments



Reserved.4

Making Appointments (continued)

Learn manager’s work habits Become aware of who manager’s

business associates and friends are Learn how manager works in peaks and

valleys of his or her job



Reserved.5


Appointments made by telephone or e-mail Confirm whether manager is person caller

should see Does manager approve all appointments?

If so, check before confirming If not, indicate a follow-up call only if a conflict

exits Confirm date, time, and location



Reserved.6


Using Calendars Microsoft Outlook Online Web Calendar Paper Calendars



Reserved.7


Using an electronic calendar Located on personal computer or network Switches easily to from another application Allows accurate, up-to-the-minute schedule Can be shared by you and manager



Reserved.8

Web based calendar



Reserved.9


Software, such as Microsoft Outlook, takes you beyond a typical calendar

Combines several functions with calendar Allows you to “connect, communicate, and

collaborate” Schedules group meetings Manages client information–tracks location and

schedules meeting Others?



Reserved.10


Using Web-based calendars Available for use free on Internet Useful for the following reasons

Stores information online Is communal, plugged in, and wired to the world Is available in various languages Is integrated with e-mail, address books, instant

messaging and areas where community groups can publish material



Reserved.11

Web based calendar



Reserved.12


Useful for the following reasons cont’d. Events can be either

Totally private Visible to everyone on the Web Allow people to see which time slots are booked, but can’t

see purpose

Features Share your schedule Can access calendar on the go Never forget another event again Schedule meetings and track RSVPs Sync with your desktop applications Work offline



Reserved.13


Using paper desk calendars Computer software is not the answer in all

situations Limited computer capacity Manager may keep own calendar and not take

time to enter information on computer



Reserved.14

Paper desk calendar



Reserved.15


Choose appointment calendars and yearbooks that meet both you and your manager’s needs Page for a month Page for each week Page for each day



Reserved.16


Executive appointment books and calendars Consider manager’s commitment

Make appointments months in advance Need a full month calendar displayed on one page

Make several appointments in one day Need a daily appointment calendar

Electronic organizers Includes calendar, schedule, and address area



Reserved.17


Office professional’s daily appointment calendar Preprinted desktop calendar divided into 15-

or 30-minute segments Use to enter everything within a given time

slot Manager’s appointments Things to be taken care of by manager Things to be taken care of by you To-do list of tasks you must perform



Reserved.18


Making entries in desk calendars Appointments should be entered in your and

your manager’s calendars Adopt system for making entries Make tentative entries in pencil Make confirmed entries in ink Once meeting or task is complete, draw a

diagonal line through it



Reserved.19


Record appointments confirmed Incoming letters and e-mail messages Outgoing letters and e-mail messages

Compare appointments daily Transfer information–manager’s and your calendars

should be identical Discuss incomplete items

Transfer any item that still needs attention to next day



Reserved.20


Type a separate note on each one when not sure manager

Returned phone calls or made promises to call Ask manager of status on each

Discard unnecessary notes Give your manager others as reminders

Once a week, check your follow-up file for entire week



Reserved.21


Canceling appointments When someone calls to cancel

Offer to schedule another appointment Update all calendars

When you cancel an appointment for your manager

Notify person appointment is with at once Give general reason without stating any confidential

information Express regret and offer to re-schedule



Reserved.22


Preparing a list of appointments Provide manager with appointment list

For each day Place on form he or she prefers Print a copy of computer calendar

Information provided should state Time, name of caller, affiliation, purpose of visit

Include dinner meetings or commitments Location—if not in manager’s office



Reserved.23

Receiving Visitors

Greet a visitor the minute he or she arrives Stop what you are doing immediately If on the phone, nod and smile–let visitor know

you are aware of his or her presence Keep materials on your desk out of sight



Reserved.24

Receiving Visitors (continued)

Greeting visitors Greet visitor by name

If name is unknown, wait for them to introduce themselves

Do not call manager by first name when visitors are present

Use manager’s last name When speaking of your manager When addressing your manager in presence of

others



Reserved.25


Advance preparation Provide files needed for preview prior to

meeting or used during meeting Data or information from other departments

Collect early and compile in advance Supplies needed that are relevant to

purpose of meeting Note taking, brochures, slides, projector, etc.



Reserved.26


Attending to the visitor who has an appointment Make visitor feel comfortable

Indicate where to leave his or her coat Escort visitor to manager’s office

Early arrivals may have to wait Provide current magazines, morning paper, etc. Do not feel obligated to carry on conversation When manager is free, tell manager that visitor has

arrived



Reserved.27


Visitors with appointments should not be kept waiting

Apologize for unavoidable delays Give indication of wait time Reschedule if necessary Be cautious about how you state the reasons for a

delay Do not forget about a visitor

Regardless of reason, approach visitor in a relaxed manner

Your only duty at the moment is to meet his or her needs



Reserved.28


First time visitor When manager is available, escort to

manager’s office and make introductions If manager knows visitor

When manager is available, invite caller to go in or you open door

Provide refreshments, if appropriate See if manager needs anything



Reserved.29


Staff visitors Many managers use “open-door” policy Hold meetings with employees in

manager’s office or conference room Assume manager’s meeting with his

supervisor will be in supervisor’s office, unless otherwise noted



Reserved.30


Terminating meetings Know your manager’s preference for tactful

interruptions Use predetermined guidelines for

Crowded schedules Getting rid of visitors who overstay their allotted

time Acknowledgement of next appointment



Reserved.31


Interrupting a meeting Most managers discourage interruptions Know what conditions are important

enough to justify interruptions When in doubt–do not interrupt Know manager’s preference or method to

follow for interruptions



Reserved.32


Attending to unscheduled visitors Be friendly and pleasant Listen carefully and decide what to do, if

there is someone in manager’s office Family or friend An executive Use caution in turning away someone your

manager might want to see



Reserved.33


Salesperson Can you help the person yourself? Can your manager call them? Find out purpose

Can someone else help them? Offer to make appointment Inform salesperson that manager is not seeking the

product or service Turn away courteously



Reserved.34


Tips on screening visitors Establish clear guidelines with manager Ask direct questions Offer to help visitor Politely be persistent Have visitor write a note to the manager



Reserved.35


Refusing appointments Manager is in, but needs to work without

interruptions Don’t make untrue statements State manager cannot crowd anything

more into today’s schedule Ask if manager can call or if appropriate,

make an appointment



Reserved.36

Managing Diverse Situations

Visitors with language barriers Listen actively Do not interpret and finish their sentences If you recognize the language, locate an

interpreter Don’t assume visitor does not understand

your language Always display a positive attitude to visitor



Reserved.37

Managing Diverse Situations (continued)

Promote having one phone for hearing impaired visitors

Encourage basic audio aids for the office Show courtesy by facing a visitor who is hearing

impaired Post signs in reception area about any special

aids



Reserved.38


Familiarize yourself with location of wheelchair-available restaurants, full-service gas stations, and other businesses

Arrange to have a supply of juice and liquids for visitors with medical condition such as diabetes



Reserved.39


Complaining customers Don’t get emotionally involved in problem Don’t get defensive or aggressive Provide solutions, not excuses Customers are not always right, but don’t tell

them All customers have a right to be heard Do not allow a customer to abuse you



Reserved.40


If you promise action, carry through Sorry without corrective action is an empty

word Preventing problems is easier than solving

them



Reserved.41


Abusive visitorsTips for handling abusive visitors Use common courtesies Listen to the visitor Apologize if it is appropriate to do so Show empathy and understanding Promise follow-up Follow through



Reserved.42

Office Security

Safeguard your own personal security Don’t take security for granted Tips

Contact corporate security force or call police at 911

Challenge visitors or individuals walking through your office



Reserved.43

Office Security (continued)

Do not let anyone into your building with your access keys or card after regular hours

If you have your own office, lock the door when you leave for lunch or meetings

When it gets dark use the “buddy” system Always keep valuables out of site Do not allow any unknown unexpected

maintenance personnel free access to your office



Reserved.44

Ethics and Visitors

Avoid sharing confidential information Treat each visitor equally Don’t ask questions of a personal nature Never assume based on color of skin a

person is from a certain country



Reserved.45

Hosting International Visitors

If your manager travels, chances are those clients will also visit your office

Handling international clients requires a new set of knowledge and skills

Tips for Success Build positive relationships Be flexible, adaptable, & tolerant (FAT) Experiences and customs are different than yours



Reserved.46

Hosting International Visitors (continued)

Do your homework Research their culture and company Show an interest

Learn a few words and phrases in visitor’s language Greeting Tip: Maybe write welcome in visitor’s

language at top of meeting agenda



Reserved.47


Locate client’s nearest consulate’s office Have location, phone number, and

ambassador’s name should you need them Keep an open mind

Do not judge behavior Attitudes, values, manners, greetings and

gestures are product of a different culture



Reserved.48


Listen carefully International client may speak in broken

English Don’t correct

Research the attitude about time In North America time is a priority Time does not have the same priority in all

cultures



Reserved.49


Learn preferred eating habits of country Many international travelers are open to

experimenting with new foods; others are not

Some cultures do not eat pork Some cultures do not eat beef

Include food and beverages international client will enjoy



Reserved.50


Determine if gender plays a stronger role in client’s culture than our own In some cultures, women do not hold high-

level positions where decisions are made Conversations are between male members at

meetings If gender is an issue, decide ahead of time

whom to send to negotiate in boardroom or whom to send abroad as best company representative



Reserved.51


Identify the proper greetings In the United States–firm handshake Many cultures–bowing and kissing Some cultures–men and women do not

touch Members of same gender may deliver a very

warm and physical greeting



Reserved.52


Body language is often misinterpreted What’s friendly in one country may be

obscene in the next and actually illegal in another

Pay attention to how others use gestures to say what they mean

Movement of hands, arms, legs, or head



Reserved.53


Slow down so you can warm up Many cultures establish a relationship

before they conduct business Cup of tea Social conversation



Reserved.54


Learn to pronounce names correctly In some cultures the surname is placed

before the given name Learn the titles of respect that go with

others’ names and when appropriate to use



Reserved.55


Determine if space when talking is different from our culture Know the right distance

Too far way may be interpreted as rude Too close may be interpreted as too casual or

too informal