Chapter 10 Scheduling Appointments and Receiving Visitors Scheduling

Chapter 10 Scheduling Appointments and Receiving Visitors

Scheduling Appointments and Receiving Visitors n n n Making Appointments Receiving Visitors Managing Diverse Situations Office Security Ethics and Visitors Hosting International Visitors Office Procedures for the 21 st Century Burton and Shelton 2 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n Keeping an appointment schedule n n 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 Office Procedures for the 21 st Century Burton and Shelton 3 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n n n (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 Office Procedures for the 21 st Century Burton and Shelton 4 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n (continued) Appointments made by telephone or email n n Confirm whether manager is person caller should see Does manager approve all appointments? n n n If so, check before confirming If not, indicate a follow-up call only if a conflict exits Confirm date, time, and location Office Procedures for the 21 st Century Burton and Shelton 5 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments (continued) n Using Calendars n n n Microsoft Outlook Online Web Calendar Paper Calendars Office Procedures for the 21 st Century Burton and Shelton 6 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n (continued) Using an electronic calendar n Located on personal computer or network n Switches easily to from another application n Allows accurate, up-to-the-minute schedule n Can be shared by you and manager Office Procedures for the 21 st Century Burton and Shelton 7 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Web based calendar Office Procedures for the 21 st Century Burton and Shelton 8 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n (continued) Software, such as Microsoft Outlook, takes you beyond a typical calendar n n Combines several functions with calendar Allows you to “connect, communicate, and collaborate” n n n Schedules group meetings Manages client information–tracks location and schedules meeting Others? Office Procedures for the 21 st Century Burton and Shelton 9 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n (continued) Using Web-based calendars n n Available for use free on Internet Useful for the following reasons n n 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 Office Procedures for the 21 st Century Burton and Shelton 10 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Web based calendar Office Procedures for the 21 st Century Burton and Shelton 11 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n Useful for the following reasons cont’d. n Events can be either n n (continued) Totally private Visible to everyone on the Web Allow people to see which time slots are booked, but can’t see purpose Features n n n 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 Office Procedures for the 21 st Century Burton and Shelton 12 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n (continued) Using paper desk calendars n Computer software is not the answer in all situations n n Limited computer capacity Manager may keep own calendar and not take time to enter information on computer Office Procedures for the 21 st Century Burton and Shelton 13 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Paper desk calendar Office Procedures for the 21 st Century Burton and Shelton 14 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n (continued) Choose appointment calendars and yearbooks that meet both you and your manager’s needs n n n Page for a month Page for each week Page for each day Office Procedures for the 21 st Century Burton and Shelton 15 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n (continued) Executive appointment books and calendars n Consider manager’s commitment n Make appointments months in advance n n Make several appointments in one day n n Need a full month calendar displayed on one page Need a daily appointment calendar Electronic organizers n Includes calendar, schedule, and address area Office Procedures for the 21 st Century Burton and Shelton 16 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n (continued) Office professional’s daily appointment calendar n n Preprinted desktop calendar divided into 15 or 30 -minute segments Use to enter everything within a given time slot n n 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 Office Procedures for the 21 st Century Burton and Shelton 17 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n (continued) Making entries in desk calendars n n n 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 Office Procedures for the 21 st Century Burton and Shelton 18 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n Record appointments confirmed n n n Incoming letters and e-mail messages Outgoing letters and e-mail messages Compare appointments daily n n (continued) Transfer information–manager’s and your calendars should be identical Discuss incomplete items n Transfer any item that still needs attention to next day Office Procedures for the 21 st Century Burton and Shelton 19 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n Type a separate note on each one when not sure manager n n Returned phone calls or made promises to call Ask manager of status on each n n n (continued) Discard unnecessary notes Give your manager others as reminders Once a week, check your follow-up file for entire week Office Procedures for the 21 st Century Burton and Shelton 20 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments n (continued) Canceling appointments n When someone calls to cancel n n n Offer to schedule another appointment Update all calendars When you cancel an appointment for your manager n Notify person appointment is with at once n n Give general reason without stating any confidential information Express regret and offer to re-schedule Office Procedures for the 21 st Century Burton and Shelton 21 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Making Appointments (continued) n Preparing a list of appointments n Provide manager with appointment list n For each day n n n Information provided should state n n n Place on form he or she prefers Print a copy of computer calendar Time, name of caller, affiliation, purpose of visit Include dinner meetings or commitments Location—if not in manager’s office Office Procedures for the 21 st Century Burton and Shelton 22 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Receiving Visitors n Greet a visitor the minute he or she arrives n n n 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 Office Procedures for the 21 st Century Burton and Shelton 23 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Receiving Visitors n (continued) Greeting visitors n Greet visitor by name n n If name is unknown, wait for them to introduce themselves Do not call manager by first name when visitors are present n Use manager’s last name n n When speaking of your manager When addressing your manager in presence of others Office Procedures for the 21 st Century Burton and Shelton 24 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Receiving Visitors n (continued) Advance preparation n n Provide files needed for preview prior to meeting or used during meeting Data or information from other departments n n Collect early and compile in advance Supplies needed that are relevant to purpose of meeting n Note taking, brochures, slides, projector, etc. Office Procedures for the 21 st Century Burton and Shelton 25 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Receiving Visitors n (continued) Attending to the visitor who has an appointment n Make visitor feel comfortable n n n Indicate where to leave his or her coat Escort visitor to manager’s office Early arrivals may have to wait n n n Provide current magazines, morning paper, etc. Do not feel obligated to carry on conversation When manager is free, tell manager that visitor has arrived Office Procedures for the 21 st Century Burton and Shelton 26 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Receiving Visitors (continued) n Visitors with appointments should not be kept waiting n Apologize for unavoidable delays n n n 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 n Your only duty at the moment is to meet his or her needs Office Procedures for the 21 st Century Burton and Shelton 27 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Receiving Visitors (continued) n First time visitor n n If manager knows visitor n n n When manager is available, escort to manager’s office and make introductions When manager is available, invite caller to go in or you open door Provide refreshments, if appropriate See if manager needs anything Office Procedures for the 21 st Century Burton and Shelton 28 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Receiving Visitors n (continued) Staff visitors n n n 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 Office Procedures for the 21 st Century Burton and Shelton 29 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Receiving Visitors n (continued) Terminating meetings n n Know your manager’s preference for tactful interruptions Use predetermined guidelines for n n n Crowded schedules Getting rid of visitors who overstay their allotted time Acknowledgement of next appointment Office Procedures for the 21 st Century Burton and Shelton 30 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Receiving Visitors n (continued) Interrupting a meeting n n 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 Office Procedures for the 21 st Century Burton and Shelton 31 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Receiving Visitors n (continued) Attending to unscheduled visitors n n Be friendly and pleasant Listen carefully and decide what to do, if there is someone in manager’s office n n n Family or friend An executive Use caution in turning away someone your manager might want to see Office Procedures for the 21 st Century Burton and Shelton 32 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Receiving Visitors n (continued) Salesperson n Can you help the person yourself? Can your manager call them? Find out purpose n n Can someone else help them? Offer to make appointment Inform salesperson that manager is not seeking the product or service Turn away courteously Office Procedures for the 21 st Century Burton and Shelton 33 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Receiving Visitors n (continued) Tips on screening visitors n n n Establish clear guidelines with manager Ask direct questions Offer to help visitor Politely be persistent Have visitor write a note to the manager Office Procedures for the 21 st Century Burton and Shelton 34 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Receiving Visitors n (continued) Refusing appointments n n 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 Office Procedures for the 21 st Century Burton and Shelton 35 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Managing Diverse Situations n Visitors with language barriers n n n 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 Office Procedures for the 21 st Century Burton and Shelton 36 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Managing Diverse Situations (continued) n n 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 Office Procedures for the 21 st Century Burton and Shelton 37 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Managing Diverse Situations (continued) n n Familiarize yourself with location of wheelchair-available restaurants, fullservice gas stations, and other businesses Arrange to have a supply of juice and liquids for visitors with medical condition such as diabetes Office Procedures for the 21 st Century Burton and Shelton 38 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Managing Diverse Situations (continued) n Complaining customers n n n 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 Office Procedures for the 21 st Century Burton and Shelton 39 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Managing Diverse Situations (continued) n n n If you promise action, carry through Sorry without corrective action is an empty word Preventing problems is easier than solving them Office Procedures for the 21 st Century Burton and Shelton 40 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Managing Diverse Situations (continued) n Abusive visitors Tips for handling abusive visitors n n n Use common courtesies Listen to the visitor Apologize if it is appropriate to do so Show empathy and understanding Promise follow-up Follow through Office Procedures for the 21 st Century Burton and Shelton 41 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Office Security n n n Safeguard your own personal security Don’t take security for granted Tips n n Contact corporate security force or call police at 911 Challenge visitors or individuals walking through your office Office Procedures for the 21 st Century Burton and Shelton 42 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Office Security n n n (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 Office Procedures for the 21 st Century Burton and Shelton 43 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Ethics and Visitors n n 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 Office Procedures for the 21 st Century Burton and Shelton 44 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Hosting International Visitors n n n 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 n n n Build positive relationships Be flexible, adaptable, & tolerant (FAT) Experiences and customs are different than yours Office Procedures for the 21 st Century Burton and Shelton 45 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Hosting International Visitors n Do your homework n n n (continued) Research their culture and company Show an interest Learn a few words and phrases in visitor’s language n n Greeting Tip: Maybe write welcome in visitor’s language at top of meeting agenda Office Procedures for the 21 st Century Burton and Shelton 46 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Hosting International Visitors n Locate client’s nearest consulate’s office n n (continued) Have location, phone number, and ambassador’s name should you need them Keep an open mind n n Do not judge behavior Attitudes, values, manners, greetings and gestures are product of a different culture Office Procedures for the 21 st Century Burton and Shelton 47 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Hosting International Visitors n Listen carefully n n n (continued) International client may speak in broken English Don’t correct Research the attitude about time n n In North America time is a priority Time does not have the same priority in all cultures Office Procedures for the 21 st Century Burton and Shelton 48 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Hosting International Visitors n (continued) Learn preferred eating habits of country n Many international travelers are open to experimenting with new foods; others are not n n n Some cultures do not eat pork Some cultures do not eat beef Include food and beverages international client will enjoy Office Procedures for the 21 st Century Burton and Shelton 49 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Hosting International Visitors n (continued) Determine if gender plays a stronger role in client’s culture than our own n In some cultures, women do not hold highlevel positions where decisions are made n n 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 Office Procedures for the 21 st Century Burton and Shelton 50 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Hosting International Visitors n (continued) Identify the proper greetings n n n In the United States–firm handshake Many cultures–bowing and kissing Some cultures–men and women do not touch n Members of same gender may deliver a very warm and physical greeting Office Procedures for the 21 st Century Burton and Shelton 51 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Hosting International Visitors n (continued) Body language is often misinterpreted n n 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 n Movement of hands, arms, legs, or head Office Procedures for the 21 st Century Burton and Shelton 52 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Hosting International Visitors n (continued) Slow down so you can warm up n Many cultures establish a relationship before they conduct business n n Cup of tea Social conversation Office Procedures for the 21 st Century Burton and Shelton 53 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Hosting International Visitors n (continued) Learn to pronounce names correctly n n 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 Office Procedures for the 21 st Century Burton and Shelton 54 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.

Hosting International Visitors n (continued) Determine if space when talking is different from our culture n Know the right distance n n Too far way may be interpreted as rude Too close may be interpreted as too casual or too informal Office Procedures for the 21 st Century Burton and Shelton 55 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.