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EDUCATION AND TRAINING SERVICES SECTIONEDUCATION AND TRAINING SERVICES SECTIONGEORGIA DEPARTMENT OF HUMAN SERVICES

DIVISION OF FAMILY AND CHILDREN SERVICES

Clerical Support Staff Training Presentation

Developed For:Developed For:Georgia Division of Family and Children Services

Education and Training Services SectionCurriculum Developer: Denise Wells

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Table of ContentsClerical Support Training has the following 5 modules with matching activities, a final assessment and an evaluation.

• Welcome• Module 1 – Professionalism• Module 2 – Customer Service• Module 3 – Communications• Module 4 – Time Management • Module 5 – Stress Management• Final Assessment• Evaluation• Additional Resources

Source: Microsoft Clip Art Gallery

DONE START

http://www.gadfcs.org/

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Welcome

Welcome to Clerical Support Training!

This course is organized in a modular format. Eachmodule presents material pertaining to one section of the course and appears in a list on the contents page.

If you are learning the material for the first time, youmay want to complete each module in the orderpresented. Once you have completed a module, it isavailable for you to revisit at any time.Assistance:

Contact the HelpDesk at 706.355.5144 with any questions you have during the training

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Purpose and Goals

PURPOSE GOALSYou have five goals:• Learn about professionalism• Learn about customer service• Learn about communications• Learn about time management• Learn about stress management

The purpose of this training is to introduce you to the concepts and resources needed to be successful in your role as clerical support staff.

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WELCOME: Instructions

At the end of each module click on the Main Menu button located at the bottom of the page in

order to return to the Table of Contents.

From the Table of Contents, click on each modulein order to launch the training associated with thattopic. Select each module until all modules have beencompleted.

Be sure to also complete all activities and the Final Assessment prior to ending the training.

Main Menu

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WELCOME: END

This is the end of the module.

Click HERE to return to the main menu.

Go To Mod 1

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PROFESSIONALISM: ObjectivesMODULE 1

At the end of this session, you will be able to:

• Distinguish appropriate attire & grooming.

• Recognize and identify desirable personal qualities required in an office.

• List habits for conducting business while maintaining customer privacy.

p. 1 of 18 - PROFESSIONALISM

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PROFESSIONALISM Lesson 1: AppearanceThe first step inshowing professionalism is appearance. We onlyhave one opportunity to make a good firstimpression.

Most offices requireeither business or casualattire.

It is important to ALWAYSadhere to agency policyregarding attire.



Business Business Casual

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PROFESSIONALISM Lesson 1: AppearanceKeep in mind that if youwork in an office, thefollowing items are NEVERappropriate for work:

• Tank or halter tops • Midriffs• Muscle shirts• Items with profane or

obscene wording.Click on each item to your right to learnAbout acceptable options for both male andFemale business and casual styles. Source: Microsoft Clip Art Gallery


Business Business Casual

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PROFESSIONALISMLesson 2: Personal Qualities

There are three personal qualities needed inany office setting:

• Attitude

• Knowledge

• Willingness to Help


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AttitudeBottom line, if you desire positive results youmust give positive input.

Negative input will ensure negative results andnegative feedback from others.

Remember that someone with a negativeattitude affects the whole team. Likewise, someone with a positive attitude can help toeventually remove negative behaviors.


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Attitude

A bad attitude, is, without reservation, themost detracting of all interpersonal traits!

- Earl NightingaleTake a moment to complete this brief exerciseto determine whether you are a positive or negative person.

Launch Positive or Negative Attitude ExerciseSource: Developed 2008 for Mind Tools Ltd.


http://www.mindtools.com/pages/article/newTCS_89.htm

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Knowledge

Knowledgeable staff create a winning situation for all involved because they ensure the following:

• Faster service times• Efficient handling of cases• Accurate solutions• Timely processing and reviews


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Willingness to Help

Employees who show a consistent willingness to help others are seen as more:

• Trustworthy• Worthy of promotion• Committed to the team• Dedicated to enhancing the team performance


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PROFESSIONALISMLesson 3: Privacy

Because of the nature of the work we do, weare often responsible for handling a client’spersonal information.

It is vital for both the client and agency thatmaximum efforts are used to safeguard all personal information received.


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Key Areas Related to Privacy for the Client:

• Social Security Information

• Sensitive Documents

• Data Entry Screens


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Social Security Information

When handling client Social Security information, it is most important that special care be taken to keep this information confidential and out of sight.

Identity theft is a huge concern and our staff have to take due diligence to protect clients from infringement.


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Sensitive Documents

Protect clients from identity theft and other violations by shredding sensitive documents they have submitted such as receipts, bills, credit card information, etc.


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Data Entry Screens

Be mindful of other clients gaining access to information you are entering into a computer. Be sure to activate a screen saver if you must step away from your terminal for any reason.


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Key Areas Related to Personal Privacy:

• Personal Calls

• Email & Computer Monitoring

• Secure Web sites

• Passwords


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Personal Calls

Keep in mind that there is very little privacy at work.

The best way to ensure private telephone calls at work is by using your personal cellular phone. (Keep personal calls to a minimum, though).

Assume that calls made using agency phone lines are being monitored.


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Email & Computer Monitoring

Employers have complete access to all emails and computers files. Think of them as a permanent paper trail.

Some employers even use computer software that allows them to track internet usage and emails, view files stored on terminals or hard disks and even show what you are currently working on. Always assume your work is being monitored.


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Secure Web sites

There are things you can do to protect yourself and the agency when going online.

Have the Information Technology (IT) departmentinstall malware protection on your system.

Also, visit secure sites. You will know that a site is secure if you see https:// in the address bar rather than simply http:// when you are web surfing.


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Passwords

When creating a password, choose a long, but memorable one. Make sure it is easy for your to remember but difficult for someone else to guess.

Remember that no one will ever contact you to ask for your password or pin numbers. Should you receive any such requests, always ignore them.


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PROFESSIONALISM: END



Main Menu

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CUSTOMER SERVICE: ObjectivesMODULE 2


• Apply appropriate procedures for beginning the work day.

• Apply appropriate procedures for ending the work day.

• Determine services that enhance the client’s experience.

p. 1 of 6 - CUSTOMER SERVICE

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CUSTOMER SERVICELesson 1: Beginning Days

• First things first:

At the beginning of each day, all messages should be checked for anything that may have come in overnight or since the previous work day ended. (This will allow greater flexibility with checking messages the remainder of the day).



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CUSTOMER SERVICELesson 1: Beginning Days

• Review your task completion list

• Re-prioritize lists if any new priorities have emerged

• Place more emphasis on successfully completing work than on beginning new work.

• Being properly prepared to handle your day and your clients exemplifies excellent customer service.


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CUSTOMER SERVICELesson 2: Ending Days

• Have a specified end time for your day

• Organize the work station so you are ready to work when you arrive the next day.

• Plan your schedule for the next day

• Get enough rest

• Prepping for the next day and getting adequate rest exemplifies excellent customer service.


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CUSTOMER SERVICELesson 3: Enhanced Services

Provide enhanced services by:

• Identifying and anticipating client needs

• Make the client feel important and valued

• Help the client understand our systems and timelines

• Give the client information about notary and other agency services, websites and tools to make their experience faster, friendlier and easier.


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CUSTOMER SERVICE: Quiz

Test your customer service knowledgeby taking the following 10 question quiz.

Launch Customer Service QuizSource: Developed by Md. Syafiq Zain for Allthetests.com


http://www.allthetests.com/quiz18/quizpu.php?testid=1141460071

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CUSTOMER SERVICE: END



Main Menu

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COMMUNICATIONS: ObjectivesMODULE 3


• Discuss types of communication and determine effective ways to use each.

• Describe the basic things to remember when handling telephone customers.

• Describe procedures and tips to remember for handling email correspondence.

p. 1 of 24 - COMMUNICATIONS

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COMMUNICATIONSLesson 1: Effective Communication

Effective communicationinvolves relaying messages ineither of the following ways:

• Verbal

• Nonverbal

• Writing

• Listening



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When communicating verbally,be mindful of the following:

• Voice tone

• Use of appropriate grammar

• Quality of projection

• The intended outcome of the message you are delivering.



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When communicating nonverbally,be mindful of the following:

• Eye contact

• Body language

• What others are seeing

• The intended message you are trying to deliver



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When communicating in a writtenformat, take care to:

• Be accurate

• Be concise

• Be clear

• Be aware of judgments that will be formed based on what you have written



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When listening while otherscommunicate, take care to:

• Establish and maintain eye contact

• Concentrate on the words that are being spoken

• Pay attention the words the speaker is stressing.



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COMMUNICATIONSLesson 2: Telephone Tips


The next set of lessons are designed to:

• Define what makes a telephone contact impressive

• Define the image to project over the telephone

• Give examples of how to handle an irate caller.

• Utilize tips for using voicemail and email at work


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Tips for handling phones:

• Smile your voice gets brighter

• Sit straight up

• Greet caller with enthusiasm

• Do not chew gum, eat or drink


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• Be friendly and concise

• Listen and pay attention

• Use simple language

• Eliminate background noise


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• Talk slower than usual – rate of speech should be one that is easy to understand

• Control your voice pitch – tone and volume should be normal

• Control your voice clarity – speak clearly to be heard well


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COMMUNICATIONS Lesson 2: Telephone Tips

When answering calls, be sure to:

• Answer calls by 2nd or 3rd ring

• Identify yourself and the office or division you represent

• Use an appropriate greeting:

Good afternoon this is _______ in _______. How may I assist you?


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When answering calls, be sure to:

• Listen and be helpful• If transferring the call, be sure to let the caller know

who they are being transferred to• Always ask permission before placing a caller on

HOLD• Always ask permission before placing a caller on

SPEAKER


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When placing a call:

• Identify yourself

• Do not ask, “Who am I speaking with?”

• Use your full name when requesting to speak with someone

• State the purpose of your call


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When placing a call:

• Leave a complete and concise message that includes your name, phone number, time of call and nature of call

• Speak clearly and slowly when leaving a message


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COMMUNICATIONSLesson 3: Difficult Calls

When a caller is angry or upset:

• Listen carefully• Acknowledge the problem, but do not necessarily

agree• Refer call to your supervisor when possible• Write down a detailed and accurate account of

the call and the problem• Act quickly to resolve the issue


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COMMUNICATIONSLesson 3: Difficult Calls

When a caller is angry, DO NOT:

• Argue – remain calm & professional

• Blame others for the problem

• Interrupt the caller

• Apologize – unless it is clearly your department’s mistake

• Make promises


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COMMUNICATIONSLesson 4: Office Awareness

When communicating with internal and externalclients, do not give out:

• Whereabouts of the person who is out of the office

• Who a person is already talking to

• Who a person is meeting with

• Who is in a person’s office

• Why someone no longer works with the organization


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COMMUNICATIONSLesson 5: Voicemail Tips

Tips for voicemail:

• Keep outgoing message updated

• Listen to your own greeting to see how you sound to others

• Forward calls when unavailable

• Check messages often and return calls within 24 hours


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COMMUNICATIONSLesson 6: Taking Messages

When taking messages, be sure to include:

• Who the message is for

• Who the message is from – spell name if necessary

• Leave brief, pertinent information

• Whether the call is urgent

• Phone number(s)


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COMMUNICATIONSLesson 7: Email Etiquette

Email communication requires handling with care. When crafting emails, be sure to do the following:

• Use correct grammar and sentence structure

• Refrain from using the following:• Excessive use of emoticons () – one is okay, but limit use• Casual text message lingo (i.e. u in place of the word you)• All CAPITAL LETTERS. This means you’re screaming

• Use “reply” to answer an email rather than beginning a new message so that the entire communication can always be considered.


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When composing an email, be sure to:

• Make message clear and concise

• Fill in the “subject line”

• Double check the address

• Proofread message prior to pressing send

• Be polite and use phrases like “please” and “thank you”


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Because email is a nonverbal in form, it requires thatrules for this type of communication be used. Remember those reading your emails do not have thebenefit of hearing your tone of voice nor seeing yourbody language.

Often a well intended email has unintentionallydelivered the wrong message to it’s recipient. To besure you are sending the right message, read it aloudprior to pressing send.


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To see a short video presentation explaining things tothink about when composing an email, click HERE


http://www.bnet.com/videos/why-email-starts-fights/241106

http://www.bnet.com/videos/why-email-starts-fights/241106

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COMMUNICATIONSQuiz

Take a moment to complete the short 10 questioncommunications quiz. Completing this quiz willrequire creating an account in a secure testing area.

STEP 1: Log on to http://quizstar.4teachers.org/ to create your account.

STEP 2: Under enroll, search for the Class Name “Clerical Support Training” and Quiz“Communications Quiz”

Step 3: Click on “My Classes” at the top of the page to continue.

Step 4:Select “Untaken Quizzes and follow screen to take the quiz.


http://quizstar.4teachers.org/

http://quizstar.4teachers.org/

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COMMUNICATION: END



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TIME MANAGEMENT: ObjectivesMODULE 4


• Recognize and eliminate time wasters in the office.

• Develop good work organization habits.

• Demonstrate how to set priorities based on the importance of the activity.

• Plan a schedule with deadlines and keep a written record.

p. 1 of 12 - TIME MANAGEMENT

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TIME MANAGEMENTLesson 1: Eliminate Time Wasters

Time wasters in the office are:

• Procrastination

• Poor organization

• Poor messages

• Interruptions

• Fatigue



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Some methods for eliminating procrastination are:

• Understanding the task or assignment

• Setting clear goals

• Scheduling a framework for accomplishing the goal

• Creating a sound evaluation for measuring success

• Getting the right mindset for why the work is needed


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Some methods for eliminating poor organization are:

• Develop a plan for completing the task

• Research trends and gather feedback

• Make lists of items needed for implementation

• Gather all items prior to beginning

• Organize the items by when and where they will be needed in the process.


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Some ways to eliminate poor messages are:

• Be clear and concise

• Ask for what is needed up front

• Communicate what you can and cannot do

• Know who you are talking to and what approach(es) you may need to take to get your message across

• Eliminating poor messages stops phone tag or message tag or delays in getting desired results


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Some ways to eliminate interruptions are:

• Identify the type of interruption and it’s urgency • Establish regular “visitation hours”• Create a time when the entire team can talk

If the interrupter is a time waster who talks or gossips:

• Stand and tell them nicely you have an errand to run. Do this every time the time waster stops by.


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Some ways to eliminate fatigue are:

• Establish proper exercise, sleep and diet habits

• Have a comfortable temperature in your work area

• Schedule in appropriate breaks

• Avoid sugary or salty snacks

• Drink plenty of fluids


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TIME MANAGEMENTLesson 2: Setting Priorities

Setting priorities and multitasking are skills thatinevitably go hand in hand with any clerical support position.

When pulled in so many different directions, it mayseem difficult to decide on which task to complete first.

There are times when priority may depend on theurgency of the task or a deadline. There are other times when the urgency is determine by whom the request came from (i.e. a co-worker vs. a supervisor).


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TIME MANAGEMENTLesson 2: Setting Priorities

Stephen Covey, in his book, Seven Habits of HighlyEffective People, designed the following prioritizationscheme to help organize work.

• QI - Important and Urgent• QII - Important but Not Urgent• QIII - Not Important but Urgent• QIV - Not Important and Not Urgent

Use this scheme or a similar one, to help makedecisions about ordering tasks for completion.


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TIME MANAGEMENTLesson 3: Scheduling & Reminders

Sometimes priorities shift and what was urgent on yesterday is now yesterday’s news.

In order to keep up with the list of changing priorities,it is helpful to establish a system of scheduling andreminders.

Often, those who are able to set standard routines,schedule daily activities and follow them are

successfulin completing their daily task.


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TIME MANAGEMENTLesson 3: Scheduling & Reminders

Additionally, those who schedule period review and reminders are able to navigate through changingpriorities while maintaining other duties and keeping them on schedule.

Consideration should be given to scheduling reminders for both short term and long term assignments andgoals. Developing a systematic process of this kindwill ensure that you stay on track.


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TIME MANAGEMENT: Exercise – Time Mgmt. Survey

Take a moment to complete the online time management exercise. Completing this assessment will give you an idea of how well you are managing your time.

Launch Time Management SurveySource: Developed 2007-2010 for Effective-Time-Management-Strategies.com


http://www.effective-time-management-strategies.com/time-management-survey.html

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TIME MANAGEMENT: END



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STRESS MANAGEMENT: ObjectivesMODULE 5


• Determine the common causes of stress

• Recognize physical signs of stress

• Recognize emotional signs of stress

• Prevention & Relievers

p. 1 of 9 - STRESS MANAGEMENT

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STRESS MANAGEMENTLesson 1: Common Stressors

Some stress is out of ourcontrol such as:

• Family Concerns• Relationship Concerns• Work Deadlines • Encounters with Others• Environmental Changes• Health/Emotional Concerns



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STRESS MANAGEMENTLesson 1: Common Stressors

Other areas of potential causes of stress are:

Bosses Being aloneCo-workers Not having alone timeSubordinates Physical self imageCommuting Chemical substancesWaiting in lines Occupational stressPoor nutrition RelationshipsNot enough sleep CommutingMonetary pressures Situational stressors


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STRESS MANAGEMENTLesson 2: Physical Stress Signs


Physical signs that you may be under stress are:

Tightened muscles Changes in appetiteRise in blood pressure DizzinessSleeplessness FaintnessFatigue Frequent urinationHeadaches Pounding heartTeeth grinding Jaw clenching

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STRESS MANAGEMENTLesson 3: Emotional Stress Signs


Emotional signs that you may be under stress are:

Nervousness Inability to slow downAnxiety NightmaresAgitation RestlessnessIrritability Drug/Alcohol abuseDepression Inability to make

decisionsInability to concentrate Lack of interest in foodLack of interest in sex Lack of interest in life

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STRESS MANAGEMENTLesson 4: Major Life Changes


The following major life changes or events have beencommonly known to cause stress:

Death of a spouse MarriageDivorce Dismissal from workMarital separation Marital reconciliationJail term RetirementDeath of a close family memberPregnancy Major personal injury or illness

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STRESS MANAGEMENTLesson 5: Stress Relievers


Potential stress relief practices are:

• Exercise• Practice self-talk• Spend time with a friend• Build slack into your schedule• Reduce expenditures• Volunteer• Use visualization techniques• Improve your posture• Take time to determine the root cause of the problem

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STRESS MANAGEMENTLesson 5: Stress Prevention


Potential stress prevention practices are:

• Plan for stress• Do what makes you happy• Avoid drugs, alcohol• Avoid excessive caffeine, nicotine or food• Be flexible• Keep a sense of humor• Avoid stressful or anxiety provoking conversations• Practice good self maintenance, care and diet

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STRESS MANAGEMENT: Exercise – Am I Stressed?

Take a moment to complete the online stressmanagement exercise. Completing this assessment will give actual results for how well you are managing your stress level.

Launch Stress Management SurveySource: Developed 2004 byDr. Maynard Brusman for workingresources.com


http://www.workingresources.com/stressmanagementsurvey

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STRESS MANAGEMENT: END



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http://www.allthetests.com/quiz18/quizpu.php?testid=1141460071

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Resources

BOOKSEvenson, R. (2010). Customer Service Training 101.Farr, M. (2007). Getting the Job You Really Want. Grenberg, J. (2008). Comprehensive Stress Management.Morgenstern, Julie. (2004). Time Management from the Inside Out, Second Edition: The Foolproof System for

Taking Control of Your Schedule -- and Your Life.Perkins, P. (2008). The Art and Science of Communication: Tools for Effective Communication in the Workplace.Scumaci, D. (2007). Designed For Success.

WEBSITEShttp://www.ehow.com/how_41_dress-business-casual.html#ixzz11USt9LGG http://www.mindtools.com/pages/article/newTCS_89.htmhttp://www.allthetests.com/quiz18/quizpu.php?testid=1141460071http://www.bnet.com/videos/why-email-starts-fights/241106http://quizstar.4teachers.org/http://www.effective-time-management-strategies.com/time-management-survey.htmlhttp://www.workingresources.com/stressmanagementsurvey/http://www.surveymonkey.com/s/clerical-support-training-evaluation_preimplementation http://humanresources.about.com/od/workrelationships/a/dress_code.htm

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Evaluation

Please take a moment to evaluate theoverall effectiveness of this training by completing our survey. Use the linkbelow to begin.

Launch Surveyhttp://www.surveymonkey.com/s/clerical-support-training-evaluation_preimplementation

SUBMIT

http://www.surveymonkey.com/s/clerical-support-training-evaluation_preimplementation

http://www.surveymonkey.com/s/clerical-support-training-evaluation_preimplementation

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FINAL ASSESSMENT

This FINAL ASSESSMENT will test yourcomprehension of the material in all fivemodules. You should master all exercisesBefore proceeding with the next quizsection. If your performance on any of theprevious exercises indicates that you have notmastered the material, review thatsection of the module and repeat theexercises prior to attempting to take this finalassessment quiz.

BEGIN FINAL ASSESSMENT BEGIN

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Question 1

Time management includes:

A Listing your goalsB Making a daily scheduleC Prioritizing your tasksD All of the above

p. 1 of 10 - FINAL ASSESSMENT

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Question 2

All of the following are forms ofnon-verbal communication except?

A SilenceB Facial GesturesC Voice IntonationD Physical Distance


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Question 3

When faced with an irate callerDO NOT:

A Act quickly to resolve the problemB Ask for a line manager C Make a note of the comments D Acknowledge the problem and

agree


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Question 4

You know you have a strongpassword when:

A It’s your name B It’s hard for someone to figure out C It’s easy for you to rememberD It’s not written down


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Question 5

What can you do to ensure aprofessional email?

A Correct spelling and grammar errorsB Send out agency-wide for feedbackC Use all capital letters to show urgencyD Review it with the team before sending


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Question 6

What is a cause of stress?

A Major life changesB Listing your goalsC Relaxing by taking a napD Getting a good grade on a test


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Question 7

Which of the following dress codesis incorrect?

A Smart casual attire B Comfortable shoes C Midriffs, tank and halter tops D Minimal cologne or perfume


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Question 8

What are the main factors involvedin improving your personal qualitiesat work?

A Technique, practice and motivationB Desire, focus and strategyC Knowledge, willingness and attitudeD Health, diet and exercise


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Question 9

What are some tips to help youwhen listening to others?

A Establish and maintain eye contactB Concentrate on the spoken wordsC Pay attention to the stressed wordsD All of the above


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Question 10

Which is NOT a way to manage stress?

A Confront the problemB Walk away and ignoreC Physical activityD Relaxation

SUBMITp. 10 of 10 - FINAL ASSESSMENT

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Correct Answer!

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Incorrect Answer, Please Try Again

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Business Attire - MenThe following are examples of appropriate business attire for men:

• Solid, dark color, conservative suit (stay away from colors like peach or purple)• White, long sleeve shirt & Conservative Tie• Dark Socks & Professional shoes• Very little jewelry• Conservative hairstyle• Neatly trimmed nails• Very little cologne or aftershave

• Portfolio or briefcase – if necessary

Source: Wikipedia

NOTE:To project a more

professional image, it is highly

recommended that the Windsor Knot be used to tie the

tie.

(see image)

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Business Attire - WomenThe following are examples of appropriate business attire for women:

• Solid, dark color, conservative suit (stay away from colors like peach or purple)

• Hosiery should be worn at all time, regardless of the weather

• Very little jewelry

• Nails should be neatly manicured (avoid bright colors)

• Professional hairstyle

• Makeup should be worn in good taste and lightly applied

• Be sure that clothes fit properly – not too loose, too tight, or too revealing

• Very little perfumeGo

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Business Casual Attire - MenThe following are examples of appropriate business casual attire for men:

Select clean, pressed and wrinkle-free clothes. Your outfit should communicateprofessionalism.ShirtsWear a collared shirt with an undershirt. You can break up the oxford shirtmonotony by wearing a linen or flannel shirt or one with a band collar. Knitted shirts and polo shirts are also generally acceptable. A casual sport coat is appropriate.PantsWear khakis, chinos, corduroys or other non-denim slacks. Check your company's policy before you decide to wear jeans to work.AccessoriesBe sure to wear a belt, and have it match the color of your shoes.Wear socks that match the color of your pants leave white socks or tube socks in your gym bag.ShoesChoose oxfords, loafers, rubber soled leather shoes or boots for casual day. Wingtips are often too formal. Worn-out shoes, sandals or athletic shoes don't make the grade.

Source: http://www.ehow.com/how_41_dress-business-casual.html#ixzz11USt9LGG Go

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http://www.ehow.com/how_41_dress-business-casual.html#ixzz11USt9LGG

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Business Casual Attire - WomenThe following are examples of appropriate business casual attire for women:

Slacks, Pants, and Suit PantsInappropriate slacks or pants include jeans, sweatpants, exercise pants, Bermuda shorts, shorts,bib overalls, leggings, and any spandex.Skirts, Dresses, and Skirted SuitsCasual dresses and skirts, are acceptable. Dress and skirt length should be knee length. Short and tight skirts are inappropriate for work. Mini-skirts, skorts, sun dresses, beach dresses, and spaghetti-strap dresses are inappropriate for the office.Shirts, Tops, Blouses, and JacketsCasual shirts, dress shirts, sweaters, tops, golf-type shirts, and turtlenecks are acceptable. Inappropriate attire includes tank tops; midriff tops; shirts with potentially offensive words, logos, or pictures; halter-tops; and t-shirts unless worn under another blouse, shirt, jacket, or dress. Shoes and FootwearConservative athletic or walking shoes, loafers, clogs, sneakers, boots, flats, and dress heels, are acceptable. Wearing no stockings is sometimes acceptable in warm weather. Jewelry, Makeup, Perfume, and CologneShould be in good taste, with limited visible body piercing. Remember, that some employees are allergic to the chemicals in perfumes and make-up, so wear these substances with restraint.Hats and Head CoveringHats are not appropriate in the office. Head Covers that are required for religious purposes or to honor cultural tradition are allowed.

Source: Dress for Work Success: A Business Casual Dress Code By Susan M. Heathfield, About.com GuideGo

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