Chapter 10Scheduling Appointments and Receiving Visitors

Scheduling Appointments and Receiving Visitors

Making Appointments

Receiving Visitors

Managing Diverse Situations

Office Security

Ethics and Visitors

Hosting International Visitors

Making Appointments

Keeping an appointment schedule

You and your manager should each keep an appointment schedule

Learn manager’s preference for scheduling appointments

Which appointments should be given priority

How much time for appointments

Making Appointments (continued)

Learn manager’s work habits

Become aware of who manager’s business associates and friends are

Learn how manager works in peaks and valleys of his or her job

Making Appointments (continued)

Appointments made by telephone or e-mail

Confirm whether manager is person caller should see

Does manager approve all appointments?

If so, check before confirming

If not, indicate a follow-up call only if a conflict exits

Confirm date, time, and location

Making Appointments (continued)

Using an electronic calendar Located on personal computer or network

Switches easily to from another application

Allows accurate, up-to-the-minute schedule

Can be shared by you and manager

Making Appointments (continued)

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

Combines several functions with calendar

Allows you to “connect, communicate, and collaborate”

Schedules group meetings

Manages client information–tracks location and schedules meeting

Others?

Making Appointments (continued)

Using Web-based calendars

Available for use free on Internet

Useful for the following reasons

Stores information online

Is communal, plugged in, and wired to the world

Is available in various languages

Is integrated with e-mail, address books, instant messaging and areas where community groups can publish material

Making Appointments (continued)

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

Totally private

Visible to everyone on the Web

Allow people to see which time slots are booked, but can’t see purpose

Features Share your schedule

Can access calendar on the go

Never forget another event again

Schedule meetings and track RSVPs

Sync with your desktop applications

Work offline

Making Appointments (continued)

Using paper desk calendars

Computer software is not the answer in all situations

Limited computer capacity

Manager may keep own calendar and not take time to enter information on computer

Making Appointments (continued)

Choose appointment calendars and yearbooks that meet both you and your manager’s needs

Page for a month

Page for each week

Page for each day

Making Appointments (continued)

Executive appointment books and calendars

Consider manager’s commitment

Make appointments months in advance

Need a full month calendar displayed on one page

Make several appointments in one day

Need a daily appointment calendar

Electronic organizers

Includes calendar, schedule, and address area

Making Appointments (continued)

Office professional’s daily appointment calendar

Preprinted desktop calendar divided into 15- or 30-minute segments

Use to enter everything within a given time slot

Manager’s appointments

Things to be taken care of by manager

Things to be taken care of by you

To-do list of tasks you must perform

Making Appointments (continued)

Making entries in desk calendars

Appointments should be entered in your and your manager’s calendars

Adopt system for making entries

Make tentative entries in pencil

Make confirmed entries in ink

Once meeting or task is complete, draw a diagonal line through it

Making Appointments (continued)

Record appointments confirmed

Incoming letters and e-mail messages

Outgoing letters and e-mail messages

Compare appointments daily

Transfer information–manager’s and your calendars should be identical

Discuss incomplete items

Transfer any item that still needs attention to next day

Making Appointments (continued)

Type a separate note on each one when not sure manager

Returned phone calls or made promises to call

Ask manager of status on each

Discard unnecessary notes

Give your manager others as reminders

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

Making Appointments (continued)

Canceling appointments

When someone calls to cancel

Offer to schedule another appointment

Update all calendars

When you cancel an appointment for your manager

Notify person appointment is with at once

Give general reason without stating any confidential information

Express regret and offer to re-schedule

Making Appointments (continued)

Preparing a list of appointments

Provide manager with appointment list

For each day

Place on form he or she prefers

Print a copy of computer calendar

Information provided should state

Time, name of caller, affiliation, purpose of visit

Include dinner meetings or commitments

Location—if not in manager’s office

Receiving Visitors

Greet a visitor the minute he or she arrives

Stop what you are doing immediately

If on the phone, nod and smile–let visitor know you are aware of his or her presence

Keep materials on your desk out of sight

Receiving Visitors (continued)

Greeting visitors

Greet visitor by name

If name is unknown, wait for them to introduce themselves

Do not call manager by first name when visitors are present

Use manager’s last name

When speaking of your manager

When addressing your manager in presence of others

Receiving Visitors (continued)

Advance preparation

Provide files needed for preview prior to meeting or used during meeting

Data or information from other departments

Collect early and compile in advance

Supplies needed that are relevant to purpose of meeting

Note taking, brochures, slides, projector, etc.

Receiving Visitors (continued)

Attending to the visitor who has an appointment

Make visitor feel comfortable

Indicate where to leave his or her coat

Escort visitor to manager’s office

Early arrivals may have to wait

Provide current magazines, morning paper, etc.

Do not feel obligated to carry on conversation

When manager is free, tell manager that visitor has arrived

Receiving Visitors (continued)

Visitors with appointments should not be kept waiting

Apologize for unavoidable delays

Give indication of wait time

Reschedule if necessary

Be cautious about how you state the reasons for a delay

Do not forget about a visitor

Regardless of reason, approach visitor in a relaxed manner

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

Receiving Visitors (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

Provide refreshments, if appropriate

See if manager needs anything

Receiving Visitors (continued)

Staff visitors

Many managers use “open-door” policy

Hold meetings with employees in manager’s office or conference room

Assume manager’s meeting with his supervisor will be in supervisor’s office, unless otherwise noted

Receiving Visitors (continued)

Terminating meetings

Know your manager’s preference for tactful interruptions

Use predetermined guidelines for

Crowded schedules

Getting rid of visitors who overstay their allotted time

Acknowledgement of next appointment

Receiving Visitors (continued)

Interrupting a meeting

Most managers discourage interruptions

Know what conditions are important enough to justify interruptions

When in doubt–do not interrupt

Know manager’s preference or method to follow for interruptions

Receiving Visitors (continued)

Attending to unscheduled visitors

Be friendly and pleasant

Listen carefully and decide what to do, if there is someone in manager’s office

Family or friend

An executive

Use caution in turning away someone your manager might want to see

Receiving Visitors (continued)

Salesperson

Can you help the person yourself?

Can your manager call them?

Find out purpose

Can someone else help them?

Offer to make appointment

Inform salesperson that manager is not seeking the product or service

Turn away courteously

Receiving Visitors (continued)

Tips on screening visitors

Establish clear guidelines with manager

Ask direct questions

Offer to help visitor

Politely be persistent

Have visitor write a note to the manager

Receiving Visitors (continued)

Refusing appointments

Manager is in, but needs to work without interruptions

Don’t make untrue statements

State manager cannot crowd anything more into today’s schedule

Ask if manager can call or if appropriate, make an appointment

Managing Diverse Situations

Visitors with language barriers

Listen actively

Do not interpret and finish their sentences

If you recognize the language, locate an interpreter

Don’t assume visitor does not understand your language

Always display a positive attitude to visitor

Managing Diverse Situations (continued)

Promote having one phone for hearing impaired visitors

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

impaired Post signs in reception area about any special

aids

Managing Diverse Situations (continued)

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

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

Managing Diverse Situations (continued)

Complaining customers

Don’t get emotionally involved in problem

Don’t get defensive or aggressive

Provide solutions, not excuses

Customers are not always right, but don’t tell them

All customers have a right to be heard

Do not allow a customer to abuse you

Managing Diverse Situations (continued)

If you promise action, carry through

Sorry without corrective action is an empty word

Preventing problems is easier than solving them

Managing Diverse Situations (continued)

Abusive visitors

Tips for handling abusive visitors

Use common courtesies

Listen to the visitor

Apologize if it is appropriate to do so

Show empathy and understanding

Promise follow-up

Follow through

Office Security

Safeguard your own personal security

Don’t take security for granted

Tips

Contact corporate security force or call police at 911

Challenge visitors or individuals walking through your office

Office Security (continued)

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

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

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

maintenance personnel free access to your office

Ethics and Visitors

Avoid sharing confidential information

Treat each visitor equally

Don’t ask questions of a personal nature

Never assume based on color of skin a person is from a certain country

Hosting International Visitors If your manager travels, chances are those

clients will also visit your office Handling international clients requires a new

set of knowledge and skills Tips for Success

Build positive relationships

Be flexible, adaptable, & tolerant (FAT)

Experiences and customs are different than yours

Hosting International Visitors (continued)

Do your homework

Research their culture and company

Show an interest

Learn a few words and phrases in visitor’s language

Greeting

Tip: Maybe write welcome in visitor’s language at top of meeting agenda

Hosting International Visitors (continued)

Locate client’s nearest consulate’s office

Have location, phone number, and ambassador’s name should you need them

Keep an open mind

Do not judge behavior

Attitudes, values, manners, greetings and gestures are product of a different culture

Hosting International Visitors (continued)

Listen carefully

International client may speak in broken English

Don’t correct

Research the attitude about time

In North America time is a priority

Time does not have the same priority in all cultures

Hosting International Visitors (continued)

Learn preferred eating habits of country

Many international travelers are open to experimenting with new foods; others are not

Some cultures do not eat pork

Some cultures do not eat beef

Include food and beverages international client will enjoy

Hosting International Visitors (continued)

Determine if gender plays a stronger role in client’s culture than our own

In some cultures, women do not hold high-level positions where decisions are made

Conversations are between male members at meetings

If gender is an issue, decide ahead of time whom to send to negotiate in boardroom or whom to send abroad as best company representative

Hosting International Visitors (continued)

Identify the proper greetings

In the United States–firm handshake

Many cultures–bowing and kissing

Some cultures–men and women do not touch

Members of same gender may deliver a very warm and physical greeting

Hosting International Visitors (continued)

Body language is often misinterpreted

What’s friendly in one country may be obscene in the next and actually illegal in another

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

Movement of hands, arms, legs, or head

Hosting International Visitors (continued)

Slow down so you can warm up

Many cultures establish a relationship before they conduct business

Cup of tea

Social conversation

Hosting International Visitors (continued)

Learn to pronounce names correctly

In some cultures the surname is placed before the given name

Learn the titles of respect that go with others’ names and when appropriate to use

Hosting International Visitors (continued)

Determine if space when talking is different from our culture

Know the right distance

Too far way may be interpreted as rude

Too close may be interpreted as too casual or too informal