1. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Chapter 10 Scheduling, Appointments, and Receiving Visitors

2. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Scheduling Appointments & Maintaining Calendars

3. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Scheduling Appointments You and your manager need to keep an appointment schedule Learn Your manager’s __________________for scheduling appointments Which appointments should be given priority How much ___________for appointments

4. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Scheduling Appointments Before the end of the day, check appointments for the next day and gather appropriate materials. Have daily ____________________ with manager to update calendars. Get to know your manager’s style, preferences, and business contacts.

5. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Appointments Made by Telephone or E-mail ____________whether manager is person caller should see Does manager approve all appointments? If so, check before confirming If not, indicate a ________________ call only if a conflict exits Confirm contact info, and appointment date, _________, and ______________

6. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Using the Electronic Calendar Microsoft Outlook (CIS 115) Details found in Ch. 12 Allows accurate, up-to-the-minute __________________information Can compare calendars of multiple users Can also track contacts, email, tasks, and notes

7. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Using Web-Based Calendars Available for use free on Internet Useful for the following reasons Stores information ___________ Is communal, plugged in, and wired to the world Is available in various languages Is integrated with _____________, address books, instant messaging and areas where community groups can publish material

8. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Using Web-Based Calendars (continued) Useful for the following reasons cont’d. Events can be either Totally _____________ Visible to everyone on the Web Allow people to see which time slots are booked, but can’t see purpose

9. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Using Paper Desk Calendars Computer software is not the answer in all situations ___________________computer capacity Manager may keep own calendar and not take time to enter information on computer

10. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Using Paper Desk Calendars (continued) Choose appointment calendars that meet both your and your manager’s needs Page for a _____________ Page for each week Page for each day

11. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Executive Appointment Books and Calendars Consider manager’s commitments Make appointments months in advance Need a full month calendar displayed on one page Make ___________appointments in one day Need a daily appointment calendar

12. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 The Office Professional’s Daily Appointment Calendar Preprinted desktop calendar divided into ________________-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

13. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Making Entries in Desk Calendars Appointments should be entered in your and your manager’s calendars Adopt system for making entries Make _____________entries in pencil Make ________________entries in ink Once meeting or task is complete, draw a diagonal line through it

14. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Making Entries in Desk Calendars (continued) Record appointments confirmed Incoming letters and e-mail messages Outgoing letters and e-mail messages Compare appointments ___________ Transfer information–manager’s and your calendars should be identical Discuss __________________items Transfer any item that still needs attention to next day

15. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Making Entries in Desk Calendars (continued) Type a separate note concerning Returned phone calls or promises made Ask manager of status on each Discard unnecessary notes Give your manager others as reminders Once a week, check your ___________ file for entire week

16. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Canceling Appointments When someone calls to cancel Offer to schedule another appointment Update all _________________ 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

17. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Preparing a List of Appointments Provide manager with appointment list Print a copy of computer calendar Create form based on manager preference Information provided should state ______________, name of caller, affiliation, purpose of visit Include dinner meetings or commitments _____________—if not in manager’s office

18. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Advance Preparation Provide __________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, presentations, etc.

19. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Receiving Visitors

20. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Greeting Visitors Greet 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

21. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Greeting Visitors (continued) Greet ___________________by name If name is unknown, wait for them to introduce themselves Do ___________call manager by first name when visitors are present Use manager’s title and last name When speaking of your manager When addressing your manager in presence of others

22. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Visitors With Appointments Make visitor feel _________________ Indicate where to leave his or her coat Escort visitor to manager’s office Early arrivals may have to wait Provide current magazines, newspaper, etc. Do not feel obligated to carry on conversation When manager is free, ____________visitor has arrived

23. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Visitors With Appointments (continued) Visitors with appointments should not be kept waiting Apologize for unavoidable delays Give indication of wait time Reschedule if necessary Regardless of reason, approach visitor in _________________manner Your only duty at the moment is to meet his or her needs

24. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Visitors With Appointments (continued) 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 __________refreshments, if appropriate See if manager needs anything

25. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Staff Visitors Many managers use _____________ policy Hold meetings in manager’s office or conference room Assume manager’s meeting with his supervisor will be in supervisor’s office, unless otherwise noted

26. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Terminating Meetings Know your manager’s preference for tactful ____________________ Use predetermined guidelines for Crowded schedules Getting rid of visitors who overstay their allotted time Acknowledgement of next appointment

27. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Interrupting a Meeting Most managers discourage interruptions Know what conditions are important enough to justify interruptions When in doubt–do not _____________ Know manager’s preference or method to follow for interruptions

28. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Unscheduled Visitors Be friendly and ___________________ Listen carefully and decide what to do, if there is someone in manager’s office ______________or friend An executive Use caution in turning away someone your manager might want to see

29. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Unscheduled Visitors (continued) Salesperson Can you help the person yourself? Can your manager call them? Find out _________________ Can someone else help them? Offer to make appointment Inform salesperson that manager is not seeking the product or service Turn away courteously

30. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Unscheduled Visitors (continued) Tips on ___________________visitors Establish clear guidelines with your manager Ask direct questions Offer to help ____________ Politely be persistent Have visitor write ___________to manager

31. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Refusing Appointments Manager is in, but needs to work without interruptions Don’t make _______________statements State manager cannot crowd anything more into today’s schedule Ask if manager can call or if appropriate, make an _____________________

32. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Handling Difficult Visitors Unwanted Visitors Is caller obnoxious or makes you feel threatened? Use office building security, if available Discuss with office team to see if colleagues can provide names of people with _________ history who are not welcomed in your office If policy is available on handling unwanted callers, follow it

33. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Handling Difficult Visitors (continued) Tips for Success–turning an undesirable situation into one that is satisfactory to both parties Use ________________courtesies Listen to the customer Apologize if it is appropriate to do so Show _____________and understanding Promise follow-up Follow through

34. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Ethics and Visitors Avoid sharing confidential information Treat each visitor _____________ Don’t ask questions of a personal nature Never ___________ based on color of skin a person is from a certain country

35. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Security & Safety

36. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Office Security Visitor Log & Name _________ Challenge visitors or individuals walking through your office Contact corporate security force or call police at _____________ Do not let anyone into your building with your access keys or card after regular hours

37. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Office Security (continued) If you have your own office, _________ the door when you leave for lunch or meetings Put away sensitive records when not at desk __________ computer screen when away Always keep valuables out of site Don’t allow unknown or unexpected maintenance personnel free access to your office

38. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Office Safety Know the evacuation plan for your office Know where emergency equipment is located – extinguishers, first aid kits, etc. Know procedures for ___________ emergencies and natural disasters Know who is the designated ___________ coordinator

39. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Office Safety (continued) Keep office and storage spaces ________ Don’t open more than ________ cupboard or drawer at a time Close drawers and cupboards immediately when finished Use appropriate equipment to lift, ________, or remove supplies to or from storage

40. ©2008 Pearson Education, Inc. Pearson Prentice Hall, Inc. Upper Saddle River, NJ 07408 Office Procedures for the 21st Century, 7/e by Sharon Burton and Nelda Shelton Modified by Annamary Fitzgerald, 3/2010 Office Safety (continued) ____________machinery from socket Read about and follow equipment guidelines before using Be cautious with _______________ Report accidents and injuries ________________