Polytechnic University of The Philippines Quezon City Campus Commonwealth, Quezon City
Polytechnic University of The Philippines Quezon City Campus Commonwealth, Quezon City
Polytechnic University of The Philippines Quezon City Campus Commonwealth, Quezon City
Compilation of Lectures
in
Office Practicum
(OFAD 4016)
BBTE 2-1
AY 2010-2011
IX. Filing
Executive Agencies
Agency Size
Occupations
1. 1
2. 2
Carefully check the list for Company Name. You will notice that a variety
of the jobs are listed by the same company. These will most likely be job
placement service companies who work with employers to find the right
candidate for their open positions. Job placement agencies and recruiter
sometimes even list a blind ad that gets them additional people on their
roles of available candidates.
3. 3
Now, go back to your favourite search engine and research the job
placement agencies that list jobs in your field. The websites may all look
like they used the same models and have all of the same customers but
you will be able to see how long they have been around, how many types
of businesses and various positions they fill and get a good idea if they
can help you. Each job placement agency will have a certain specialty but
they may list a unique job for a favourite employer so be sure to
investigate the job placement agencies that specialize in accounting even
if you are not an accountant.
4. 4
After checking that the job placement agencies on your list that have job
listings that you are interested in, Call Them, Set Up and Appointment to
Speak to a Recruiter. It's important to go to them and get a free practice
interview. Face to Face - Eye Contact with them will let you know if you
have chosen the Right Job Placement agency for you.
High Fees
2. Many job placement agencies tout their great contacts with local
employers, but fail to tell prospective job seekers about the high cost
associated with accessing said contacts. Job placement agencies are
notorious for charging hundreds in job search fees to not only help a
potential employee look for a job, but also once the individual has actually
landed the position. In some instances, job placement agencies charge a
job seeker as much as 10 percent of their first pay check for several pay
check in a row as fees for services rendered.
Lack of Contacts
3. Some job placement agencies claim to have numerous contacts with local
employers. However, even as they are charging you inordinate fees, they
may not have as many contacts as they say they do, significantly slowing
the job search for the individual contracting their services. In some
instances, a relationship between some employers and job placement
agencies may be sour because of a situation that may not have worked
out, or a breakdown in communication between the two entities.
Strict Guidelines
Newspaper
When it comes to finding a job, you have a number of different options. For
instance, you could use the internet, visit one of your local career help centers,
go to career fairs, or flip through your local newspaper. Although all of these job
finding methods are doable, you may want to closely examine looking in your
local newspapers. Although many do not think so anymore, your local newspaper
or newspapers are great ways to find open, available job listings.
The best part about using your local newspaper to find local job openings in
the area is that newspapers are often free or low-cost.
All you need to do is remember to flip to the back of your local newspaper
and checkout the employment section.
Cheap
Easy to find
Find up to date job listings
Through Friends and Relatives
o Talk to your friends and ask them if they know of anyone who's
hiring.
Help you to make a good resume and cover letter can go a long
way.
Ask and send their resume. If you want to help a friend get a job,
ask if you can do a little of the work for them.
If you find a job opening available, ask if you can submit your
friends resume. Ask for permission to give your friends resume to
your family and friends.
Others:
Internet
Internet is also a source of information for job seekers. There are many work
posted in different website career sites daily, with many of them being for
legitimate jobs. This way, there'll be less hassle.
A. Radio
C. Flyer
D. Job Fair
E. Seminars
Chapter 2
An applicant should also explain in the first paragraph his reason for
wanting a job or position. He should point out that he possesses those qualities
and qualifications that they are looking for. He should impress upon the mind of
the employer that here is an individual who has the capacity, talent, positive
attitude, aggressiveness, and interest for the job.
2. Background Information
When you have no direct knowledge that a job opening exists but you
want to be considered if a position is suitable, your application letter is a
prospecting or unsolicited one. In this case you will identify the type of position
you desire and mention why you are writing the letter. In order to gain success
in applying, Guth (1985) gave the following pieces of advice:
1. Be specific about the position for which you are applying for.
2. Stress previous training and practical experiences that you can show to be relevant to
the job.
3. Give your letter character. Establish your identity. 4. Many job applications look very
much the same and the anonymous average applicant has little chance to be
remembered—and to be preferred.
5. If you list references, obtain prior permission from those whose name you will use.
a. Heading:
It includes the applicant’s full name, complete address and telephone number.
b. Objective:
After the heading, the applicant’s objectives for that position should
be stated. The objective may be specific or general.
c. Education:
d. Experience:
e. Personal Data:
The age, height, weight, hobbies, interests, special skills and
memberships in organization of the applicant should be stated.
f. References:
List down three to five names of persons (not relatives), their
positions, place of employment or addresses as references.
RESUMÉ
Like the application letter, the resumé should be persuasive. The personal
data included in the resume should contain only that which is pertinent to the
job. To complete the resume, according to Titchy (1988), the following
information should be considered.
1. Personal Data: Name, mailing address and telephone number it any should
be presented briefly and clearly.
2. Position Sought or Type of Position: It gives the job title and the source
of advertisement.
4. Education: Degrees and schooling are usually listed with the most recent first
and the rest following in order.
5. Special Abilities: This is a list of training and skills acquired by the applicant
to strengthen his qualification.
Practice
Prepare
Prepare a response so you are ready for the question "What do you know
about our company. Know the interviewer's name and use it during the job
interview. If you're not sure of the name, call and ask prior to the interview. Try
to relate what you know about the company when answering questions.
Get Ready
Make sure your interview attire is neat, tidy and appropriate for the type
of firm you are interviewing with. Bring a nice portfolio with copies of your
resume. Include a pen and paper for note taking.
Be On Time
Be on time for the interview. On time means five to ten minutes early. If
need be, take some time to drive to the office ahead of time so you know exactly
where you are going and how long it will take to get there.
Stay Calm
During the job interview try to relax and stay as calm possible. Take a
moment to regroup. Maintain eye contact with the interviewer. Listen to the
entire question before you answer and pay attention - you will be embarrassed if
you forget the question!
Try to relate what you know about the company when answering
questions. When discussing your career accomplishments match them to what
the company is looking for.
Follow Up
Always follow-up with a thank you note reiterating your interest in the
position. If you interview with multiple people send each one a thank you note.
Proper Grooming:
• "A picture is worth a thousand words." - It pays to make a great impression
when you get an interview. The picture you create will greatly influence your
chances of being hired. Being well groomed is key to making a strong first
impression and setting yourself apart from less tidy competitors.
For women
Clean
Neatly combed or arranged.
2. Wardrobe
Keep it clean, pressed, and neutral. Find out, if you can, the dress code
for the company you're interviewing with and dress appropriately. Never
overdress your potential boss and don't go too trendy.
The first judgment an interviewer makes, like it or not, is going to be
based on how you look and what you are wearing. That’s why it’s always
important to dress professionally for a job interview, even if the work
environment is casual.
Remember, you are marketing a product — yourself — to a potential
employer, and the first thing the employer sees when greeting you is your attire;
thus, you must make every effort to have the proper dress for the type of job
you are seeking. Will dressing properly get you the job? Of course not, but it will
give you a competitive edge and a positive first impression.
For men:
Suit
Long sleeve shirt (white or coordinated with the suit)
Belt
Tie
Dark socks, conservative leather shoes
Little or no jewelry
Neat, professional hairstyle
Neatly trimmed nails
Portfolio or briefcase
For women:
Proper Attitude:
Communication style: Are you presenting yourself as a college student
just hoping to get a job or an adult eager to enter the world of work? A solid
versus a shaky handshake; appropriate eye contact versus none at all; speaking
clearly versus talking low. If your cues are keeping you from receiving offers, a
career counselor can offer suggestions.
Expectations:
Students sometimes expect job offers to come simply because they have
earned a college degree. Today’s job market is more competitive than ever, and
other attributes such as poise and professionalism can make or break the
interview. After your on-campus interview, the recruiter will meet with 10 more
candidates who are earning the same degree as you. What separates you from
the rest?
Diligence:
Behavioral
Case
Panel
Stress interviews are still in common use. One type of stress interview is
where the employer uses a succession of interviewers (one at a time or en
masse) whose mission is to intimidate the candidate and keep him/her off-
balance. The ostensible purpose of this interview: to find out how the candidate
handles stress. Stress interviews might involve testing an applicant's behavior in
a busy environment. Questions about handling work overload, dealing with
multiple projects, and handling conflict are typical.
Another type of stress interview may involve only a single interviewer who
behaves in an uninterested or hostile manner. For example, the interviewer may
not make eye contact, may roll his eyes or sigh at the candidate's answers,
interrupt, turn his back, take phone calls during the interview, or ask questions in
a demeaning or challenging style. The goal is to assess how the interviewee
handles pressure or to purposely evoke emotional responses. This technique was
also used in research protocols studying stress and type A (coronary-prone)
behavior because it would evoke hostility and even changes in blood pressure
and heart rate in study subjects. The key to success for the candidate is to de-
personalize the process. The interviewer is acting a role, deliberately and
calculatedly trying to "rattle the cage". Once the candidate realizes that there is
nothing personal behind the interviewer's approach, it is easier to handle the
questions with aplomb.
Technical
Telephone
Addressing Envelopes
1. Accuracy of Address
2. Placement
3. Addressing letters and packages
4. Return Address
5. Express Mail
6. Military Mail
7.
Addressing Machine – an apparatus used for affixing the addresses on a large
number of missives, such as newspaper, upon which series of names must be
inscribed as the day of issue recurs.
Mail and Message Distribution Occupations
Running Errands
FAX MACHINE
It is a document sent over a telephone line.
If you want to use a fax machine on the same line as a regular phone
number you can easily do so.
Instructions:
Routinely: General
Office Procedures
Routinary: General Office Procedures
Call transfer
A call transfer is a telecommunications mechanism that enables a user to
relocate an existing call to another telephone or attendant console by using the
transfer button and dialing the required location. The transferred call is either
announced or unannounced. If the transferred call is announced, the desired
party/extension is notified of the impending transfer. This is typically done by
putting the caller on hold and dialing the desired party/extension; they are then
notified and, if they choose to accept the call, it is transferred over to them.
Other terms commonly used for an announced transfer include attended,consult,
full-consult, supervised, conference and warm transfer. On the other hand, an
unannounced transfer is self-explanatory: it is transferred without notifying the
desired party/extension of the impending call. It is simply transferred to their line
by way of a "transfer" key on the operator's phone or by keying in a string of
digits which achieves the same function. Other terms commonly used for an
unannounced transfer include unsupervised, cold and blind transfer.
3. Ask Permission
At this point, ask the caller for permission to initiate the transfer. This will
give the caller a chance to ask any other questions and give them a feeling of
control.
4. Wait for an Answer
Do not blindly transfer the call as soon as you hear the other phone ring.
Wait for the other person to answer and explain to them the reason for the
transferred call. This will give the other person a chance to prepare for the call
and the caller will not have to explain the situation all over again.
5. Make an Introduction
Return to the caller and announce the name and/or department that you
will be transferring the call to. Thank the caller for their patience and ask if there
is anything else that you can do.
6. Complete the Transfer
At this point you can complete the transfer by connecting the caller and
the other person or department. Remember to end your connection by hanging
up the phone or disconnecting your head set.
Call Screening
1. Project professionalism.
This way, when you alert a member of your office that their visitor is on
site, you'll also guarantee they know how to address the visitor, in case he or
she has a name with a unique pronunciation.
After you've notified a colleague that their visitor has arrived, let the
visitor know you've done that — i.e., "Mr. Fox will be with you shortly."
6. Offer refreshments.
If your colleague tells you they are tied up on a call or stuck in a meeting
and might be delayed in greeting their visitor, offer the guest any refreshment
that you might have on hand. Simple acts of hospitality, such as offering a glass
of water or a cup of tea, can be a simple gesture that serves to mitigate any
frustration a waiting visitor might have.
As the person sitting behind the front desk, you'll be the one who's asked
where the restroom is, where supplies are located, and myriad other basic
questions regarding the office. Be sure you're able to easily give directions to the
basic parts of the office: lavatory; drinking fountain; copy and fax machines;
supply closet.
8. Keep your cool.
As the person charged with handling those who come in and out of an
office, it's likely that you'll be thrown into the occasional stressful situation:
multiple visitors at one time; several phone lines ringing simultaneously;
questions you might not have answers to. Remaining calm throughout any
situation is key in providing top-notch assistance. Visitors to your office, as well
as your colleagues, will keep the faith even if you ask that they wait their turn
for your assistance, so long as you always project a professional, can-do manner.
Asking people to hold on while you find the answer to a difficult question or
tackle a high-priority task is perfectly acceptable — remember that you get to
regulate the order and manner in which things get done in the front office. By
governing the situation, you'll be sure not to let it rule you. Check out Reducing
Stress in the Workplace for some good pointers.
Though you're the one charged with offering assistance, as the previous
examples show, one person cannot always be all things to all people. Therefore,
ensure that your supervisors let you train another colleague on the phones and
other front-desk tasks in case you need to step away from the area or recruit
assistance in the midst of a high-traffic time. Sometimes just knowing that
backup is available if needed can help you perform your job more capably.
Though you're the one ensuring office visitors get what they need from
the experience, don't feel confined by that role. Any workplace can benefit from
an employee willing to assume more responsibility than asked. Fill downtime with
projects that can assist your colleagues, and not only will your stock with them
rise, but you'll be sure to continue developing yourself as an asset to your
company
Importance of Sorting Files
1. Effective Knowledge Management.
When you create a joint data usage system within your company
bringing together various divisions and their individual data, materials,
books, files and knowledge you're effectively creating a knowledge
management system for your company or organization which helps
with production and planning and which does not incorporate the
impossible, the wasteful or the irregular and instead leads your
company to greater achievement.
Office staff spend on average 30% of their working hours searching for
the data that they need. With a well structured data arrangement system, the
information your staff need can be searched for quickly and easily.
Creating Receipts
For all your regular customers, you should create a customer account. The
advantages of customer accounts are numerous - but you may well have a
number of customers who are unlikely to order from you again - a passing
salesman, a mail order campaign etc - and you would not want to clog up your
system with lots of redundant account codes.
To create a Receipt Address, click on the Receipt Button in the top left
hand corner of the Invoice Creation Window, or press Ctrl + R (press R whilst
holding down the Control key) to open the Receipt Address Window. The rest of
the window is self-explanatory, as with all addresses in the software, the correct
address layout is selected when you choose a country from the country drop
down selection box. To change the address layout see Country Settings.
When complete click on the Save & Exit button to return to the Invoice
Creation Window. You can, however, at any time, convert a receipt customer to
a full-blown account customer. You may have a customer who starts off
purchasing from you infrequently, but as time passes, they order more and more
goods from you. By right clicking one of their receipts in the Account Book, you
can select 'Convert Receipt Customer to Customer Account', enter a customer
account code and the software will automatically create an account for that
customer, importing all their previous receipts, payments etc.
Rough Draft
Indexing Files
b. A thumb index.
The Secretary-Position
and qualification
The Secretary – Position and Qualifications
Job Tasks:
Schedule and confirm patient diagnostic appointments,
surgeries and medical consultations.
Compile and record medical charts, reports, and
correspondence, using typewriter or personal computer.
Answer telephones, and direct calls to appropriate staff.
Receive and route messages and documents such as
laboratory results to appropriate staff.
Greet visitors, ascertain purpose of visit, and direct them
to appropriate staff.
Interview patients in order to complete documents, case
histories, and forms such as intake and insurance forms.
Maintain medical records, technical library and
correspondence files.
Operate office equipment such as voice mail messaging
systems, and use word processing, spreadsheet, and
other software applications to prepare reports, invoices,
financial statements, letters, case histories and medical
records.
Transmit correspondence and medical records by mail, e-
mail, or fax.
Perform various clerical and administrative functions,
such as ordering and maintaining an inventory of
supplies.
Arrange hospital admissions for patients.
Transcribe recorded messages and practitioners'
diagnoses and recommendations into patients' medical
records.
Perform bookkeeping duties, such as credits and
collections, preparing and sending financial statements
and bills, and keeping financial records.
Complete insurance and other claim forms.
Prepare correspondence and assist physicians or medical
scientists with preparation of reports, speeches, articles
and conference proceedings.
2. Legal
Perform secretarial duties utilizing legal terminology, procedures,
and documents. Prepare legal papers and correspondence, such
as summonses, complaints, motions, and subpoenas. May also
assist with legal research.
Job Tasks:
Job Tasks:
Receiving a Call
Answer your phone promptly to save them having to ring again.
Greet the caller pleasantly. Don’t be too busy to be nice.
If you have company, let the caller know that you must be brief or that
you will call back later.
Take messages or others clearly and politely.
Be sure to pass on the message.
Always return telephone calls and do so as soon as possible.
If it is necessary to transfer the call, first TELL the caller that you are
transferring the call and THEN do it.
Let the caller be the one to end the call first.
Remember to farewell the caller with, ―Good bye‖ or something similar.
Hang up the phone gently.
Time Management Telephone Tips for Inbound
Phone Calls
For instance, when answering the phone say something such as, ―Cypress
Technologies. Susan speaking. How may I help you?‖ This not only lets the
caller know that they’ve reached a business, but puts the onus on him to answer
the question, saving time on exploratory questions such as, ―Is this Cypress
Technologies?‖, and idle chit chat.
Is the call best handled right now or later? Many of the telephone calls
businesses receive are quick inquiries that are easily answered, such as, ―how
late are you open?‖ but others involve more complex and time consuming
answers. If that’s the case, tell the caller so, and ask when it would be
convenient to call her back to discuss it.
If you’re speaking to someone on the phone who seems to want to chat or stray
from the point, say something such as, ―So what I hear you saying is…‖ or ― So
the key points are…‖ or ― Is a fair summary of what you were saying?‖ its hard
to be chatty with someone who refuses to chat.
4. Get in the habit of closing each inbound phone call with a
summary of whatever action you and the caller have agreed to take.
While this will only take seconds in most cases, it can save you a lot of time by
avoiding errors and the need to double-check. For instance, after a conversation
during which you arranged a meeting with a client, you might say, ―Good. I’ll
meet you at your office at 10 a.m tomorrow and we’ll go over the samples
together.
Summary
Phone Greetings
Telephone Callers
Accept responsibility
If a caller understands that you are willing to take the blame, she is
likely to concede rather than continue with her complaint or
argument.
2. Taking Messages
He must be able to jot down telephone numbers and important messages
under stressful situations and make sure they are correct.
3. Assist Customers
His job duties may include greeting all who enter the business and calling
the individual departments and announcing that their guest has arrived.
4. Clerical Duties
The telephone operator may handle a variety of clerical duties. This may
included sorting, passing out the mail, filing, or the overflow from the
other workers such as secretaries, or administrators.
Office Callers
Take control of the call when the caller first calls. A professional telephone
operator gains and remains in control of the call. The telephone operator must
remain confident and courteous in all situations especially with irate callers.
Remaining calm expedite finding a solution to the customer’s concerns.
1. Accept Responsibility
Operators are taught not to take the irate tone personal.
They should accept responsibility for the problem and initiate a solution.
2. Control Call
After collecting the details, they should do their best to offer the caller a
solution.
3. Call Escalation
If the caller keeps asking for a supervisor, operators are advised to tell the
caller they will be transferred to a supervisor immediately.
Types of Callers
Help me caller- these callers are pretty polite. They don’t complain a lot
and they don’t talk a lot. Also, they don’t ask many questions, they just
agree and follow whatever they make them to do as long as they are able
to solve their concern.
Irate Caller- these callers get so irritating. They can easily get into ones
veins. No matter how agents are so polite.
Kid Caller- these types of calls are not too long because most of the time
they cannot verify what they need and what will they do is to call back.
Ghost Callers- or what did they call dead air. No one speaks on the
other line so they end the call.
The Whisperer- these callers are like whispering. They are in a vey low
volume of voice and when they ask them to make their voice louder, they
get angry. But most of the time, and through observation, they are first
time callers and maybe they are too shy and afraid.
Supervisors- ― I want your supervisor‖ that is their first line when agents
answer the call. Of course agents will help them first but if they still want
a supervisor, agent will give it to the supervisor and let them handle the
caller.
Telephone Techniques
Telephone tips:
Write a script. Your script should include the name of hrte person you
are calling and your relationship to them, the purpose of your call, and
what main points you need to discuss. The script will keep you on track
and minimize the chance of forgetting some important information.
Ask “permission” to interrupt them. Find out if this is a good time to
call. If not, schedule a better time and try to get a direct line or extension
to avoid the telephone operator.
Eliminate all distractions. Turn off the radio, television or anything else
that can distract you. Call from a quiet location and avoid using a cellular
telephone. You don’t want to be cut off in the middle of a conversation.
Listen Carefully. Be aware of the persons tone of voice to determine
how willing they are to help you, take notes a capture important
information.
Handling Appointments
Handling Appointments
Appointment - an arrangement to meet a person or be at a place at a
certain time, it is most often be made by phone, occasionally in person or
through a correspondence.
Maintaining Calendar
Uses of Calendars
Desk Calendars
Yearly Calendar
Monthly Calendar
Weekly Calendar
Daily Calendar
Calendar Software
AcePlanner
Chandler (PIM)
Citadel/UX
Contactizer on Mac OS X
Google Calendar
iCalServer
Microsoft Exchange
Microsoft Outlook
Mozilla Sunbird
Netscape Communicator
Chapter 9
Filing
Filing
Means keeping documents in a safe place and being able to find them
easily and quickly.
By filing, documents are cared for will not easily tear, get lost or dirty.
It helps the file to be organized, systematic, efficient and transparent.
It also helps all people who should be able to access information to do so
easily.
It is always a pleasure when someone looks for something and is able to
find it without difficulties.
2. Important things to know about filing
What do we file?
When do we file?
This depends on how busy your office is. In very busy organizations filing
is done at least every day and usually first thing in the morning. In a small
or less busy office you could file once or twice a week.
Basic filing system and procedures
Filing means keeping documents in a safe place and being able to find
them easily and quickly. Documents that are cared for will not easily tear, get
lost or dirty.
What do we file?
When do we file?
This depends on how busy your office is. In very busy organizations filing is done
at least every day and usually first thing in the morning. In a small or less busy
office you could file once or twice a week.
Equipment used for filing
Filing Cabinet - It is used to keep flat files and suspension or hanging files
Steel Cabinet - It is used to keep big files that need to be locked up
Date Stamp - It is used to date stamp documents that are received on daily
basis so that they are filed in chronological order and so we have a record of
when we received the document
Register - It is used to record files taken out and files returned
Filing shelves - It is used to file box files
Box file - This is a big file that is used to keep big documents that cannot go
into a filing cabinet. They are kept in shelves.
1. Filing by Subject/Category
a. Filing Categories
To make a filing system more useful, we can group files into CATEGORIES. A
category is a group/collection of things that belong together.
1. Sort all your documents out into piles that you think belong together.
2. Give each pile a category name.
3. Make a list of categories.
4. Look at your list critically: Ask yourself: Can we combine any categories?
Should we break up a category into two categories? What sub-categories do we
need? Do we need to have alphabetical files within a category? Make sure you
don't have too many categories.
Filing key
Once you have decided on your categories, you will have to draw up a filing
index so that everyone can understand the system you used and find the
information they want. This index is called a filing key.
New files
Don't create new files unless you are absolutely sure the information does not
logically fit into an existing file. Put the new file in the correct category and write
it in the filing key immediately. Give everyone a copy of the new categories as
soon as possible.
Filing Correspondence
Incoming mail
1. The original letter together with a copy of your answer goes into the SUBJECT
FILE.
2. A second copy of the letter goes into the CORRESPONDENCE IN file.
Outgoing mail
1. One copy of the letter goes into the SUBJECT FILE. Any letters in answer to
your letter must go into this file; and all future correspondence about the
subject.
2. One copy goes into the CORRESPONDENCE OUT file.
Filing Rules There are two basic rules underlying filing:
Rule 2: If the first letters are the same, file in terms of the second letter.
Example: Clarence
Coetzee
Curnow
Cyril
When people take files out of the filing system, or they take documents out of a
file, we must ensure that they don't lose them or forget to bring them back.
People must never take the suspension files out, they should only take out the
flat folder inside the file. To keep track of files we need a record of all the files or
document that people borrow.
Example:
The person responsible for maintaining the system can us the file-out book to
check who has which files an remind them to return it.
Filing procedure
Step 2: Action - Forward the letter/document to the person that has to deal
with it.
Step 3: Follow up - Check that the letter has been dealt with.
Step 5: Filing - Choose a regular time to file every day so that you are never
left with a huge pile of loose documents. Use a sorter to help you file and
remember to file by date order.
Filing key
Once you have decided on your categories, you will have to draw up a filing
index so that everyone can understand the system you used and find the
information they want. This index is called a filing key.
Write up a filing key by listing all the categories and sub-categories in the order
they are filed in. Make sure it is laid out so that everyone can understand it. Put
it on the filing cabinet and also put a key for each drawer on the front of the
drawers. Give everyone a copy of the whole filing key.
Make sure that everyone who does filing understands the key and uses it for
filing.
New files
Don't create new files unless you are absolutely sure the information does not
logically fit into an existing file. Put the new file in the correct category and write
it in the filing key immediately. Give everyone a copy of the new categories as
soon as possible.
Filing Correspondence
Incoming mail
1. The original letter together with a copy of your answer goes into the SUBJECT
FILE.
2. A second copy of the letter goes into the CORRESPONDENCE IN file.
Outgoing mail
1. One copy of the letter goes into the SUBJECT FILE. Any letters in answer to
your letter must go into this file; and all future correspondence about the
subject.
2. One copy goes into the CORRESPONDENCE OUT file.
Filing Rules
These rules are basic because they apply to all filing systems. When we file by
name, subject and area we should always file alphabetically and by date.
Rule 2: If the first letters are the same, file in terms of the second
letter.
Example: Clarence
Coetzee
Curnow
Cyril
When people take files out of the filing system, or they take documents out of a
file, we must ensure that they don't lose them or forget to bring them back.
People must never take the suspension files out, they should only take out the
flat folder inside the file. To keep track of files we need a record of all the files or
document that people borrow.
Example:
The person responsible for maintaining the system can us the file-out book to
check who has which files an remind them to return it.
A file-out card - file-out cards are used in a filing cabinet. They are the same
size as the files and are put in the place of the file, which has been borrowed.
On the file-out card we write the same information as in the book, i.e.
Finding information
Everyone who needs to use the files should be able to find information quickly
and easily. This means that they must know the method of filing we use.
A filing method book could be a small book that we use to explain how we file
documents. For example:
An index book can also help us to find files. The name of each file can be written
on the page with that letter. For example:
The MINUTES file is written on the M page. Then we can write where that file is:
"MINUTES - filing cabinet 1 drawer 2 or lever arch file 4"
Filing procedure, maintenance and safety
Filing procedure
Step 2: Action
Forward the letter/document to the person that has to deal with it.
Step 3: Follow up
Step 5: Filing
Choose a regular time to file every day so that you are never left with a huge
pile of loose documents. Use a sorter to help you file and remember to file by
date order.
Maintaining the filing system
One of the most important reasons why we file is to keep document safe. It is
therefore very important to make sure that all papers and files are kept in good
condition. Here are some ways that we can do this:
Put new covers on old files which get a lot of use and have become
worn or torn.
Box files and lever arch files can hold more than simple folders.
Filing Equipments
These are the equipments used for storing, shelving, or keeping your files
for your future reference.
Examples:
X-ray Filing
Supply Cabinets
Rotary
Forms/Literature
Microfilm/Microfiche
Fireproof
Blueprint/Architectural
4-Post Shelving
Library
Filing Supplies:
Is the generic term that refers to all supplies regularly used in offices by
businesses and other organizations, from private citizens to governments,
who work with the collection, refinement, and output of information
(colloquially referred to as "paper work").
Examples:
Paper Clips
Post-it Note
Staple (Fastener)
Hole Punch
Binder
Laminator
Pen
Paper
Types of files
The types of files recognized by the system are either, regular, directory,
or special. However, the operating system uses many variations of these basic
types.
All file types recognized by the system fall into one of these categories.
However, the operating system uses many variations of these basic types.
Regular files
-are the most common files and are used to contain data. Regular files
are in the form of text files or binary files:
1. Text files are regular files that contain information stored in ASCII format
text and are readable by the user. You can display and print these files.
The lines of a text file must not contain NUL characters, and none can
exceed {LINE_MAX} bytes in length, including the newline character.
The term text file does not prevent the inclusion of control or other nonprintable
characters (other than NUL). Therefore, standard utilities that list text files as
inputs or outputs are either able to process the special characters or they
explicitly describe their limitations within their individual sections.
Binary files
2. Binary files are regular files that contain information readable by the
computer. Binary files might be executable files that instruct the system to
accomplish a job. Commands and programs are stored in executable,
binary files. Special compiling programs translate ASCII text into binary
code.
Text and binary files differ only in that text files have lines of less than
{LINE_MAX} bytes, with no NUL characters, each terminated by a newline
character
Directory files
-contain information that the system needs to access all types of files,
but directory files do not contain the actual file data. As a result, directories
occupy less space than a regular file and give the file system structure
flexibility and depth. Each directory entry represents either a file or a
subdirectory. Each entry contains the name of the file and the file's index
node reference number (i-node number). The i-node number points to the
unique index node assigned to the file. The i-node number describes the
location of the data associated with the file. Directories are created and
controlled by a separate set of commands.
Special files
Every file has a set of permissions (called access modes) that determine who can
read, modify, or execute the file.
To learn more about file access modes, see File and directory access modes.
Sorting Documents
What is sorting?
When we say ORDERING, we usually mean that we are arranging items of the
same kind, class, nature, etc., in some ordered sequence.
On the other hand, when we use the second technique, we are to decide
how things are to be ordered. This is strict because the decisions that usually
governed by company policies. Examples of this are when a correspondence
coming from a certain Mr. Santos must take precedence over the
correspondences of Mr. Ramos.
Though there is no real standard way to sort information, most of the sorting is
done through the following:
L – Location
A – Alphanumeric
T – Time
C- Category
H – Hierarchy
Sorting by Location
In this system, documents are sorted from their point of origin. This is mainly
used for Central Offices with a high number of correspondences from their
regional offices.
Sorting Alphanumerically
Sorting by Time
In this manner, documents are arranged from the time they enter. This is mainly
used for companies with first-in-first-out (FIFO) or last-in-first-out (LIFO) policy.
Sorting by Category
In this manner, documents are arranged using arbitrary qualifications, e.g. For
Legal, For Administration, For Finance; etc. This is mainly used in large
companies with many different departments
Sorting by Hierarchy
The most efficient method of sorting depends on the specific needs of the
specific office. Each department within an office may need different forms of
sorting their documents.
Chapter 10
1. Meeting
3. Conventions
Formal meeting
Are generally not planned well in advance. The members are not notified
through formal means. They generally take place in neutral surroundings,
for example in a restaurant rather than a boardroom.
Location of Meeting
Executive’s Office – Informal Meeting (Such as: staff or committee
meeting)
Careful selection:
Location
Service
Facilities
Cost
- Many hotels offer corporate rates and if food is served, the use of the
room is free
Major Classifications of Business Meeting
In-House Meetings
In-house meetings discuss all the issues plans or completion within the
company.
Mostly the upper boss or department heads are attending this kind of
meetings.
It is a private meeting of the main department involved and with an open
forum.
There are concerns or topic of the company that only the department
heads or upper bosses have the rights to know on what are these
concerns.
Chapter 11
Preparation for
Meetings, Conference,
and conventions
Preparation for Meeting Room Materials
Meeting Room materials depend on what type of meeting is being held. Such
materials or equipments are being tested before the meeting is held for any
replacement.
Materials:
- Microphones
- Overhead Projectors
- Screens
- Tables
- Ashtrays
- Speaker’s Lectrum
Other Materials:
The section chair should appoint a local arrangements committee and a chair of
that committee far in advance of a section meeting. The committee members,
and especially the chair, should be faculty members of the host institution, or
they should at least reside close to the physical facilities to be used for the
meeting.
These guidelines provide a resource and a guide for the local arrangements chair
and committee. Local arrangements chairs are encouraged to also consult
programs from recent meetings, past local arrangements chairs, members of the
section executive committee, and long-time section members. Certain details of
the local arrangements vary from site to site, but any major departure from
section traditions should be discussed with the section officers. In some sections,
some of the following duties may be assigned to other section officers; but every
task should be assigned to someone.
n the list of responsibilities that follows, the assumption is made that the
meeting takes place on a college campus, but some section meetings may be
held at other locations, such as a hotel. In any event, the local
arrangements committee should work to minimize the cost of the
meeting and must make sure that all financial arrangements are
discussed in advance and are obtained in writing.
The local arrangements committee is responsible for:
The space needs of the meeting largely depend on the program and should be
communicated by the program committee to the local arrangements committee
well in advance of the meeting so that reservations can be made. The required
rooms include the following:
Every room reserved for talks and workshops should have an overhead projector
as well as a blackboard or whiteboard with chalk or whiteboard with markers and
erasers. The local arrangements committee should work with the program
committee to learn of requests for computers, PowerPoint, projection capability,
mathematical software and Internet access, and then these requests should be
accommodated.
Planning and Preparation of Meetings
Questions to Consider
The comfortable setting is an ideal forum for getting to know people, sharing
information about an organization and its issue campaigns, listening to what
people have to say, and encouraging them to become involved. Common
purposes for house meetings include getting people to commit to take a specific
action on an issue or agree to hold a house meeting, and recruiting new
members. Organizations often hold house meetings in a series, which can lead to
significant growth by expanding membership into new social circles.
a. Build Relationships
b. Look for New Leaders
c. Identify Potential Issues
A team approach works well for house meetings, with one member hosting the
meeting, and another, the leader, representing the organization. The host holds
the meeting at his or her house, invites his or her friends, and facilitates the
meeting. The leader makes the presentation and answers questions. With the
team method, the host and leader can learn from each other, especially if one is
a more experienced leader, and back each other up to help make sure that
everything runs smoothly. A house meeting should be planned about two weeks
in advance. The host and leader should meet to set goals for the meeting, such
as eight new members, twelve letters to the governor or three people to hold
house meetings. They should also plan the agenda, decide who to invite, choose
a date and time for the meeting and plan other details. Turning people out is
critical to the success of a house meeting, so the host and leader should pay
Northern Plains Resource Council photo special attention to the turnout plan. The
host should invite friends, neighbors and family who he or she thinks will be
concerned about the issue and interested in becoming involved in the
organization. It is important that the host get a commitment from each person
who is invited. When inviting guests, the host should tell them what will happen
at the meeting, who will be there and how long the meeting will last. The host
and leader should meet a second time to prepare for the house meeting. The
host should tell the leader something about each person who has committed to
come, and they should practice their presentations and give each other
feedback. They should also plan what they will say to set the tone of the meeting
and how they will make sure that each guest has an opportunity to participate.
They should try to anticipate problems that might come up and think through the
best way to solve them.
The meeting should last no more than an hour and a half. As guests arrive, the
host should greet them and introduce them to each other. Once everyone has
arrived, the first agenda item should be another round of introductions with a
short ―icebreaker‖ to help people get to know each other and feel more
comfortable. Next, the host should briefly describe the agenda and let people
know what time the meeting will end. Before the leader begins the presentation,
the host should introduce him or her again, telling the guests a few things about
the leader to add to his or her credibility. The introduction example, they might
call or write a public official, come to the organization’s next meeting or host
another house meeting. The host and leader should try to get commitments from
the guests without pushing too hard. Some people may need time to think the
request over, and the host can follow up with them later. However, the host and
leader should be prepared to accept a membership check if someone agrees to
join on the spot. They should have on hand any materials they might need if
any guests want to get involved right aw ay, such as a sample letter, a flyer with
information about the next meeting, or the house meeting coordinator’s name
and phone number. At the end of the meeting, the leader or host should
handout some materials with more information about the issue and the
organization, such as newsletters, membership forms and action alerts. By saving
handouts until the end of the meeting, people will not be distracted by them
during the presentation and discussion. Finally, the host should thank everyone
for coming and invite them to stay for refreshments and socializing. Northern
Plains Resource Council photo can be simple, such as, ―I go to church with John.
I became involved with this group when he encouraged me to go to a Board of
Supervisors hearing on the safety of the bridge.‖ The presentation should be as
brief as possible.
Chapter 12
Let's start off with the basic duties of a secretary. These duties come with the job
and have to be dealt with, without fail.
Schedule meetings - This includes informing the respective members about the
meeting and taking confirmations about the same. The secretary needs to prepare
the memos for informing the required members as well.
Prepare minutes of the meeting - During the meeting, it is mandatory for the
minutes of the meeting to be kept. These minutes are the official record of the
happening of the meeting and are, mostly, maintained by the secretary.
Take care if correspondence, as directed - The secretary needs to make sure that
required mail is sent out. Many organization send out daily greetings to key clients.
This job is mostly done by the secretary.
Keep in touch with clients or key customers, as expected - The secretary has to be
aware that customers and clients need to be pampered to a certain extent, for
best results. As such, it is one of the duties of the secretary to keep in touch on a
regular basis with key clients.
All of these are the secretary's responsibilities that everyone knows about. No
surprises there. Obviously, ordering the donuts and making the calls are a part of
the duties of a secretary too, but, I am sure I don't need to explain those
secretary duties.
For all you your who thought that being a secretary of a walk in the park, think
harder. There are skill sets that a person needs to have to make a good secretary.
Self Grooming - More often than not, the secretary has to be the face in front of
the task. As such she absolutely can not be an "Ugly Betty". A secretary should be
able to look good (not sexy or provocative) at all times.
Computer Skills - Like any other profession today, computer skills are required in
order to perform the duties of a secretary in an organization. Be it word, excel,
powerpoint, internet or what so ever. A secretary should know enough to help her
upgrade herself easily when needed.
These skills will help a secretary in performing a task with greater ease. Let's not
forget, learning is always possible, but upgrading is much easier.
Checklist of arrangements for outside meetings:
9. You have all handouts, paper, sharpened pencils, and other materials are ready.
1) Take notes, but not in a way that distracts from your listening.
3) Enjoy yourself. Conferences always fly by and most people look back at
them and wonder if they ―got enough out of it.‖ For a conference to be
profitable, you need to take time to talk about ideas, get to know other
people, eat and drink well, take time for play, and renew your energy
through the company other educators.
4) Oh, and here’s the really practical one – get directions to the conference,
pack enough clothing, be sure you actually have plane tickets and a hotel
room, and bring a toothbrush.
2. Prepare a notice, this should include the date, time, agenda, and venue of
the meeting.
3. Attach the minutes of the previous meeting (if there has been one)
6. Pass around the attendance book or sheet of paper and ask everyone
attending to sign their names at the beginning of the meeting.
7. Ask the minutes secretary to write down the main points of the meeting for
typing up later.
8. Ask if anyone has any other business, known as AOB, at the end of the
formal meeting.
Discussion
This topic is all about how the secretary works in a meeting. Their duties
and activities in the meeting, and how to prepare conferences correspondents,
report meetings and notations. And last is on how to make a follow up letter
after meetings, conferences, and conventions. We learn the steps on how to
make an effective meeting. And how the secretary be successful in meeting. And
how she can prepare good conferences correspondents, report meetings, and
notations. That’s all.
Chapter 13
6. Unfinished Business.
7. New Business.
8. Closing the Meeting.
Optional Heading
1. Opening Ceremonies
2. Roll Call
3. Congent Calendar
4. Announcement
Typing minutes
There are a few key pieces that must accompany every set of minutes of
minutes, regardless of where a person works.
1. Date
2. Time
3. Place of the meeting
4. Attendees
5. Agenda
Maintaining the minute book is well worthwhile. It can save many back-
end fees, such as when it comes time to sell the corporation, amalgamate, or
change the share structure.
Chapter 14
1. Call to order.
2. Second motions.
3. Debate motions.
4. Vote on motions.
Voting on a Motion:
The method of vote on any motion depends on the situation and the by-
laws of policy of your organization. There are five methods used to vote
by most organizations, they are:
1. By Voice -- The Chairman asks those in favor to say, "aye", those opposed
to say "no". Any member may move for a exact count.
2. By Roll Call -- Each member answers "yes" or "no" as his name is called.
This method is used when a record of each person's vote is required.
3. By General Consent -- When a motion is not likely to be opposed, the
Chairman says, "if there is no objection ..." The membership shows
agreement by their silence, however if one member says, "I object," the
item must be put to a vote.
4. By Division -- This is a slight verification of a voice vote. It does not
require a count unless the chairman so desires. Members raise their hands
or stand.
5. By Ballot -- Members write their vote on a slip of paper; this method is
used when secrecy is desired.
There are two other motions that are commonly used that relate to voting.
(Voice vote)
(Rising vote)
Many specific motions such as amend, recess, and adjourn, have become
defined under parliamentary law. For convenience and description, these various
motions may be classified into five broad categories. These classes of motions
are as follows:
(1) MAIN MOTIONS -- a main motion brings business before the assembly. It
can only be made when no other motion is pending and ranks lowest in the
order of precedence of motions (see next page).
Privileged Motions
1. Adjourn
2. Recess
3. Question of privilege
Subsidiary Motions
4. Lay on the table
5. Previous question (end debate)
6. Limit or extend debate
7. Postpone to a certain time (or "postpone" definitely)
8. Commit or refer (to committee)
9. Amend
10. Postpone indefinitely
Main Motion
(1) When a motion is being considered, any motion higher on the list of
precedence may be proposed, but no motion of lower precedence may be
proposed.
(2) Motions are considered and voted on in reverse order to their proposal. The
motion last proposed (and highest on the list) is considered and disposed of first.
WHAT ARE THE PRINCIPLES OF PARLIAMENTARY PROCEDURE?
Since rules are not always appropriate in every situation, recourse may be had to
the fundamental principles of parliamentary law as stated by Sturgis:
The use of the rules for running a meeting, parliamentary procedure, results in
efficient meetings where everyone has a chance to give opinions and vote. The
main motion is a tool to introduce, debate, and vote on a topic. But at times an
additional tool may be required to run a productive meeting. A tool for changing
a motion may be necessary.
2. During the debate, it is clear to the members some parts of the motion
should be changed. To officially change parts of a motion (but not the
overall intent), the motion "amend" can be used. A member is recognized
by the chair and states, "I move to amend the motion by ..."
3. There are three basic ways to amend a main motion. The first is to add
something to the motion. For example, "I move to amend the motion by
adding the words, "and bake sale". The president asks for a second on the
amendment and restates the motion with the proposed new wording. "If
passed, the main motion would read, the club to hold a car wash AND
BAKE SALE next Saturday at the Ace Grocery Store parking lot." The
president asks for debate on the amendment. Once debate has finished,
the president asks for a vote. If a majority of the membership favor the
amendment, the wording of the original motion is changed. More debate
on the amended main motion may occur and then a vote is take.
5. The third way to amend a motion is to take something out of the original
motion. For example, "I move to strike out the words at the Ace Grocery
Store parking lot." If the amendment passes, the motion would read, "I
move that our club hold a car wash next Saturday."
Members can:
Establish the basis for weekly work planning — promising — in the coming
week including identifying workable backlog.
To surface constraints.
To secure and manage the promises for removal of constraints.
To introduce the performers to the coming work.
A usual look-ahead plan has a six-week horizon. The meeting starts with a
review of the coming week. Care is given to assess any remaining conditions
(constraints) that would keep someone from making a reliable promise on the
coming week's work plan. The project manager reviews any remaining
constraints, the promises for removal, and then with the performers authorizes a
set of requests for the coming week.
Next up is looking at week two on the LAP to see what work can be made
available as workable backlog. The group evaluates what unconstrained work
could be performed early if either a performer gets ahead or if there is some
reason that would prevent the performer from doing the work as promised. The
planning conversation ends by authorizing some subset of the second week's
work as workable backlog. The group understands only the work authorized in
the group conversation is to be workable backlog. This keeps people from doing
work that could be out of sequence that would cause difficulty or rework for
themselves or others.
The conversation then moves to a review of weeks three through five. There are
two keys in this part of the meeting. The first is to review the completion of the
promises for removing constraints. The second is to surface more constraints.
The process of reviewing the coming work for six weeks has the effect of
sharpening the group's attention. Invariably, no sooner has the group removed
all the known constraints for a set of tasks than someone comes up with more
constraints. During this conversation people are asked to make clear promises
including completion dates for removing the constraints. People report complete
on previous promises. The project manager updates the plan marking those
tasks with no constraints "Ready for Promising".
Finally, the new sixth week of the plan is introduced to the group. For many of
the performers they will be quite familiar with the new details because they were
involved in establishing those plan details. The project manager highlights
interactions of performers in the new work and asks them to identify constraints.
The meeting ends with a Plus-Delta (+Δ) — what produced value? and what
might produce more value?
Secretary
- must always be the most comprehensive and efficient and effective worker in
an office or environment. Secretary is an official who presides over an
administrative department of state.
Audience
Last but not least, convincing not only in words and action, but best
before all is the appearance. -
Chapter 15
Personnel Management
1. Manpower Planning
2. Recruitment
3. Selection
4. Training and Development
3. Administering Tests
Performs other duties as assigned for the purpose of ensuring the efficient and
effective functioning of the work unit.
Duties and Responsibilities of Personnel
Department
Duties and Responsibilities of a secretary in a personnel department
The Office of Public Liaison has been responsible for communicating and
interacting with various interest groups. Under President Richard Nixon, Charles
Colson performed public liaison work. President Gerald Ford first formalized the
public liaison office after he took office in 1974, giving Nixon administration
veteran William J. Baroody, Jr. a mandate for OPL to become "an instrument for
projecting the image of a truly open administration (in contrast to Nixon’s) and
to secure Ford’s reelection. Under Baroody’s direction, the office incorporated
outreach efforts with consumers and women that had been located elsewhere in
the White House, and the overall staff grew to approximately thirty. At the core
of its activities was an aggressive campaign of regional conferences that enabled
the nation’s first un-elected president to tour the country in a campaign-like
atmosphere and prepare the way for an eventual reelection campaign."[4]
Some OPL heads used the office to push their own agendas. Midge
Costanza used her time at OPL to broaden the influence of gays and lesbians in
White House policy Faith Ryan Whittlesey used her time at OPL to increase the
influence of the religious right and anti-communist groups, such as the Contras in
Central America.
Future cabinet secretary and U.S. Sen. Elizabeth Dole headed OPL under
President Ronald Reagan from 1981-1983. Directors during Bill Clinton's
administration included future cabinet secretary Alexis Herman, Maria Echaveste,
Minyon Moore and future John Kerry campaign manager Mary Beth Cahill.[7]
In April 2009, actor Kal Penn was named an associate director in the
Office of Public Engagement. His role was said to include outreach to the Asian
American and Pacific Islander communities and the arts community Prior to the
appointment, he was a permanent cast member in the television series House,
and his acceptance required him to be written out of the series.
Chapter 16
Controlling Records of
Personnel Department
Records management
Records management, or RM, is the practice of maintaining the records of an
organization from the time they are created up to their eventual disposal. This
may include classifying, storing, securing, and destruction (or in some cases,
archival preservation) of records.
A record can be either a tangible object or digital information: for example, birth
certificates, medical x-rays, office documents, databases, application data, and e-
mail. Records management is primarily concerned with the evidence of an
organization's activities, and is usually applied according to the value of the
records rather than their physical format.
Identifying records
Storing
Records must be stored in such a way that they are accessible and safeguarded against
environmental damage. A typical paper document may be stored in a filing cabinet in an
office. However, some organisations employ file rooms with specialized environmental
controls including temperature and humidity. Vital records may need to be stored in a
disaster-resistant safe or vault to protect against fire, flood, earthquakes and conflict.
records
Circulating records
Tracking the record while it is away from the normal storage area is referred to as
circulation. Often this is handled by simple written recording procedures. However,
many modern records environments use a computerized system involving bar code
scanners, or radio-frequency identification technology (RFID) to track movement of the
records. These can also be used for periodic auditing to identify unauthorized movement
of the record.
Disposal of records
Disposal of records does not always mean destruction. It can also include transfer to a
historical archive, museum, or private individual. Destruction of records ought to be
authorized by law, statute, regulation, or operating procedure, and the records should
be disposed of with care to avoid inadvertent disclosure of information.
Particular concerns exist about the ability to access and read electronic records
over time, since the rapid pace of change in technology can make the software
used to create the records obsolete, leaving the records unreadable. A
considerable amount of research is being undertaken to address this, under the
heading of digital preservation. The Public Record Office Victoria (PROV) located
in Melbourne, Australia published the Victorian Electronic Records Strategy
(VERS) which includes a standard for the preservation, long-term storage and
access to permanent electronic records. The VERS standard has been adopted by
all Victorian Government departments. A digital archive has been established by
PROV to enable the general public to access permanent records.
Retention periods and privacy considerations are two factors which should
influence the design of paper and electronic recordkeeping systems.
Basing records systems and filing practices (paper and electronic) on authorised
retention periods can help to ensure that records are only kept for as long as
needed and then promptly destroyed.
Employment
Payroll
W-4 Form
Weekly time sheets
Individual attendance record
Pay advance request record
Garnishment orders and records
Authorization for release of private information
Authorization for all other payroll actions
Performance Appraisals
Employee Separations
Wage/Salary Administration
Employee Relations
Medical Records
Investigation Records
Insupportable Opinions
Gary Case and Patrice Rhoades-Baum offered the following useful tips on
receiving a call, in their publication: ―How to Handle Difficult Customers,‖
published by the Help Desk Institute (HDI) in 2004:
―Start out on a positive note—those first few seconds set the tone for your entire
conversation,‖ Case and Rhoades-Baum advise.
Handling a Phone Conversation
Once a conversation starts on a positive note, the agent has to ensure that it
continues successfully and satisfactorily till the end. An essential element for
ensuring this is effective listening. ―The first technique is to listen for the central
idea and to concentrate on what they are saying to you …listen between the
lines,‖ Case and Rhoades-Baum, recommend. It is important for an agent to
remain calm, unemotional and enthusiastic during a conversation irrespective of
how provocative a customer may be.
Case and Rhoades-Baum also recommend that agents need to ignore disruptions
or uncomfortable surroundings, ask questions, respond to questions with short
messages, repeat or paraphrase messages and try to visualize the customer’s
problem.
―Ending a telephone call can seem to be a simple matter. Yet, when it comes to
customer satisfaction, you need to place as much emphasis on concluding a
telephone call as you do on your initial greeting,‖ said Case and Rhoades-Baum.
There is a need to maintain the positive and friendly attitude with which a call
was received. Case and Rhoades-Baum emphasize that it is important to use the
customer’s name, review plans of action, offer a further assistance, thank him or
her for calling and finally making sure that the consumer is finished and hangs
up before the agent does. When these tips are followed, calls from customers
can always be ended positively and successfully
In the field of business, consumers are the most important people and call center
representatives need to know how to effectively handle calls from the point of
receiving, the conversation process and how to end positively. It is when these
phone manners are mastered that there can be a difference between agents and
answering machines or software.
Once a conversation starts on a positive note, the agent has to ensure that it
continues successfully and satisfactorily till the end. An essential element for
ensuring this is effective listening. ―The first technique is to listen for the central
idea and to concentrate on what they are saying to you …listen between the
lines,‖ Case and Rhoades-Baum, recommend. It is important for an agent to
remain calm, unemotional and enthusiastic during a conversation irrespective of
how provocative a customer may be.
Case and Rhoades-Baum also recommend that agents need to ignore disruptions
or uncomfortable surroundings, ask questions, respond to questions with short
messages, repeat or paraphrase messages and try to visualize the customer’s
problem.
―Ending a telephone call can seem to be a simple matter. Yet, when it comes to
customer satisfaction, you need to place as much emphasis on concluding a
telephone call as you do on your initial greeting,‖ said Case and Rhoades-Baum.
There is a need to maintain the positive and friendly attitude with which a call
was received. Case and Rhoades-Baum emphasize that it is important to use the
customer’s name, review plans of action, offer a further assistance, thank him or
her for calling and finally making sure that the consumer is finished and hangs
up before the agent does. When these tips are followed, calls from customers
can always be ended positively and successfully
In the field of business, consumers are the most important people and call center
representatives need to know how to effectively handle calls from the point of
receiving, the conversation process and how to end positively. It is when these
phone manners are mastered that there can be a difference between agents and
answering machines or software.
to evaluate a series of candidates to find the one most suited for the current job
opening.
with pre-coded question to produce quick, cheap and easy quantitative data
which is high in reliability but low in validity. These methods are favored by
Positivists but shunned by Interactionists.
How to schedule job interviews- If you've decided that it's time to start
hiring people at your new business, you have to get familiar with the recruiting
process. The process includes placing advertisements for open positions and
fielding calls from potential candidates. One of the most time-intensive steps of
the process is scheduling and conducting job interviews.
Reminders: Schedule the interview at least a few days after the call to allow
Group 9: Filing
Lusares, Ma. Dieva Lyn
Mariño, Maria Mica
Mitra, Ian Darryl
Nebre, Edward
Raon, Cliejferwyn Dane
Tambong, Mary Ruth