office etiquette for employees

Office Etiquette for Employees

Last Updated 6/20/2008Last Updated 6/20/2008

Office Etiquette

• The rules governing office etiquette The rules governing office etiquette with employees aren't necessarily with employees aren't necessarily documented in any procedure documented in any procedure manual – they tend to boil down to manual – they tend to boil down to common sense and courtesy.common sense and courtesy.

• But as the college workplace But as the college workplace becomes busier and more pressured, becomes busier and more pressured, these guidelines are more apt to fall these guidelines are more apt to fall by the wayside as we try to find by the wayside as we try to find time to advise our student workers. time to advise our student workers. Here are some tips to keep in mind Here are some tips to keep in mind when supervising students that may when supervising students that may help:help:

Office Etiquette

• The employees must treat everyone that comes The employees must treat everyone that comes into the office with respect and dignity, from the into the office with respect and dignity, from the client down to anyone in ATS client down to anyone in ATS

• Never permit the student to engage in any actions Never permit the student to engage in any actions that may embarrass people, your department or let that may embarrass people, your department or let them make others feel uncomfortable in any way. them make others feel uncomfortable in any way.

• Office manners are very important. Office manners are very important.

Office Etiquette…Part 2

• Don't permit public criticism or arguments. If the Don't permit public criticism or arguments. If the client, employee disagrees with an assignment or client, employee disagrees with an assignment or position you have taken, they should bring it up position you have taken, they should bring it up during a staff meeting or request a private meeting during a staff meeting or request a private meeting where they can ask for clarification and express where they can ask for clarification and express their concerns. their concerns.

• You will then be able to explain to the client why You will then be able to explain to the client why you have taken such an action in a calm, friendly you have taken such an action in a calm, friendly environment.environment.


• On occasion, be sensitive to the clients’ On occasion, be sensitive to the clients’ need for privacy if it is office related. need for privacy if it is office related.

• For example: If you come into their cubicle For example: If you come into their cubicle and he or she receives a phone call, offer to and he or she receives a phone call, offer to excuse yourself.excuse yourself.


• It is very important that the employees learn It is very important that the employees learn how to address people on the phone. how to address people on the phone.

• In addition they need to know all the In addition they need to know all the workings of the phone system especially if workings of the phone system especially if they are going to be stationed in the outer they are going to be stationed in the outer office where most of the calls arrive. office where most of the calls arrive.


• Don't permit cell phone calls in the office Don't permit cell phone calls in the office environment. environment.

• Let them make their calls outside the office Let them make their calls outside the office on their breaks. on their breaks.


• Make sure you as a ATS employees do not Make sure you as a ATS employees do not read materials, such as faxes, that are not read materials, such as faxes, that are not addressed to them.addressed to them.


• Make sure you have been trained properly Make sure you have been trained properly and understand the office procedures that and understand the office procedures that the client wants you to do.the client wants you to do.

• It is also very important that they are clear It is also very important that they are clear about what the employees responsibilities about what the employees responsibilities are. are.


• Make sure they understand how important it is Make sure they understand how important it is that every call and e-mail is returned within 24 that every call and e-mail is returned within 24 hours. hours.

• That means it is imperative they get the messages That means it is imperative they get the messages to the client and/or staff that it was sent to. to the client and/or staff that it was sent to.

• Make sure they print legibly when writing Make sure they print legibly when writing messages and they know where the messages are messages and they know where the messages are to be left.to be left.


• Make sure the you understand this is a real Make sure the you understand this is a real job and they are expected to work the days job and they are expected to work the days they are scheduled and are to arrive on time.they are scheduled and are to arrive on time.

Manners and behaviors employees

• There are several office There are several office manners that need to be manners that need to be addressed in the higher addressed in the higher customer service customer service environment. environment.

• If you want your office to If you want your office to be courteous and be courteous and professional, the professional, the following items should be following items should be brought to the employee brought to the employee workers' attention. workers' attention.

Manners and behaviors employees…Part 2

• Inappropriate WelcomeInappropriate Welcome– Failure to greet someone, weak or no Failure to greet someone, weak or no

handshake, failure to introduce that person to handshake, failure to introduce that person to your supervisor if the situation calls for it.your supervisor if the situation calls for it.


• Poor ListeningPoor Listening– Not paying attention to a client/employer who Not paying attention to a client/employer who

needs assistance, talking while they are needs assistance, talking while they are speaking, asking a question just covered by the speaking, asking a question just covered by the person.person.


• Poor Dress and GroomingPoor Dress and Grooming

– Sloppy appearance, gym or unclean clothing, Sloppy appearance, gym or unclean clothing, revealing clothes. revealing clothes.

– Client should be clear as to what your Client should be clear as to what your expectations are concerning dress in your expectations are concerning dress in your office. office.

– Do this at the beginning of the assignment so Do this at the beginning of the assignment so there is no confusion. there is no confusion.


• Poor Telephone BehaviorPoor Telephone Behavior– Not returning calls, eating while on the phone, Not returning calls, eating while on the phone,

slamming the phone down, long hold times, slamming the phone down, long hold times, load talking or belligerent tone, leaving the cell load talking or belligerent tone, leaving the cell phone on, talking on the cell phone, etc.phone on, talking on the cell phone, etc.


• Inconsiderate of Office SpaceInconsiderate of Office Space– Leaving a mess out in office, leaving dirty Leaving a mess out in office, leaving dirty

coffee mugs in rooms, leaving stapler or copier coffee mugs in rooms, leaving stapler or copier empty after using the last of the staples or empty after using the last of the staples or paper, leaving the copier jammed paper, leaving the copier jammed


• Inappropriate Behavior while WorkingInappropriate Behavior while WorkingScratching, flossing teeth, yawning or Scratching, flossing teeth, yawning or coughing with mouth uncovered, playing coughing with mouth uncovered, playing with hair, putting on makeup, cleaning with hair, putting on makeup, cleaning fingernails, etc fingernails, etc


• Disregard of Others TimeDisregard of Others Time– Interrupting people at work, keeping people Interrupting people at work, keeping people

waiting, not showing up for your scheduled waiting, not showing up for your scheduled work time.work time.


• Snooping Snooping – Reading others faxes, email, computer screen, Reading others faxes, email, computer screen,

or mail or mail

Telephone Etiquette

• The telephone is one of the The telephone is one of the tools used in our daily business tools used in our daily business activities. activities.

• The telephone is our link to the The telephone is our link to the outside world. That is why it is outside world. That is why it is critical for our students to critical for our students to understand how much understand how much professionalism matters on the professionalism matters on the phone. phone.

• That is why it is so important to That is why it is so important to train our employees on the train our employees on the proper use of this important proper use of this important tool.tool.

RULES OF ETIQUETTE

• Speak directly into the mouthpiece. If this is a problem because you use other Speak directly into the mouthpiece. If this is a problem because you use other equipment while on the telephone (i.e., computer), consider purchasing a equipment while on the telephone (i.e., computer), consider purchasing a headset, which will free your hands.headset, which will free your hands.

• Do not eat or chew gum while talking on the telephone (your caller may ask Do not eat or chew gum while talking on the telephone (your caller may ask what you’re having for lunch!!)what you’re having for lunch!!)

• If someone walks into your office while you’re talking on the telephone, ask If someone walks into your office while you’re talking on the telephone, ask the caller if you may put him/her on hold briefly). Depress the HOLD button.the caller if you may put him/her on hold briefly). Depress the HOLD button.

• Don't place the handset in the cradle until you’ve depressed the HOLD Don't place the handset in the cradle until you’ve depressed the HOLD button.button.

• Don’t lay the receiver on the desk, without placing the caller on hold (the Don’t lay the receiver on the desk, without placing the caller on hold (the caller will hear everything being discussed in your office).caller will hear everything being discussed in your office).

• Return to caller and complete the call as soon as possible. Return to caller and complete the call as soon as possible.

ANSWERING THE TELEPHONE/GREETING

• Identify yourself and your organization:Identify yourself and your organization:"Telecommunications, Mary Smith,” OR “Mary Smith, may I help you?”"Telecommunications, Mary Smith,” OR “Mary Smith, may I help you?”Answer your own telephone whenever possible and answer within 2-3 rings. Answer your own telephone whenever possible and answer within 2-3 rings.

• Use a greeting that is going to give the caller the impression that you are Use a greeting that is going to give the caller the impression that you are professional and pleasant. professional and pleasant.

• There has been a lot of discussion of using “good morning” or “good There has been a lot of discussion of using “good morning” or “good afternoon.” afternoon.”

• This is unnecessary if you use the right tone. Also, people tend to make This is unnecessary if you use the right tone. Also, people tend to make mistakes when using these phrases (i.e., saying “good morning” when it’s mistakes when using these phrases (i.e., saying “good morning” when it’s really afternoon and vice versa).really afternoon and vice versa).

PLACING CALLERS ON HOLD

• Remember to ask your caller “Do you mind holding?” or “May I put you on Remember to ask your caller “Do you mind holding?” or “May I put you on hold?” before doing so.hold?” before doing so.

• If you take the time to ask your caller to hold, be sure to listen to the response.If you take the time to ask your caller to hold, be sure to listen to the response.

• After placing your caller on hold, check back periodically (between 30-45 After placing your caller on hold, check back periodically (between 30-45 seconds). Give them the option to continue to hold if it will take longer to find seconds). Give them the option to continue to hold if it will take longer to find information OR offer to call them back.information OR offer to call them back.

• When returning to your caller, remember to thank them for waiting.When returning to your caller, remember to thank them for waiting.

• If your caller cannot hold, offer to take a message; transfer to another party; or If your caller cannot hold, offer to take a message; transfer to another party; or arrange for them to return the call at a specific time.arrange for them to return the call at a specific time.

• If you are not in a position to ask your caller to hold, tell the caller, “Please If you are not in a position to ask your caller to hold, tell the caller, “Please Hold” before depressing the hold button. NOTE: When placing multiple calls Hold” before depressing the hold button. NOTE: When placing multiple calls on hold, remember to return to the first caller you placed on hold first! on hold, remember to return to the first caller you placed on hold first!

TRANSFERRING CALLS

• Tell the caller the REASON you are transferring the call before you do so. Then ASK if it is all right to transfer their Tell the caller the REASON you are transferring the call before you do so. Then ASK if it is all right to transfer their call.call.

• Call the department or person where you are transferring a call and make sure that they can take the call. If they are Call the department or person where you are transferring a call and make sure that they can take the call. If they are able to take the call, give them the person’s name, their request, and any other relevant information.able to take the call, give them the person’s name, their request, and any other relevant information. Then, return to your caller and give them the name of the person they are being transferred to, the department and the Then, return to your caller and give them the name of the person they are being transferred to, the department and the telephone number (if possible).telephone number (if possible).

• When you're not sure to whom a call should be transferred, take their name and number and find out where the call When you're not sure to whom a call should be transferred, take their name and number and find out where the call needs to be directed. Also give them your name and number as a reference in case the appropriate party does not needs to be directed. Also give them your name and number as a reference in case the appropriate party does not contact them.contact them.

SCREENING CALLS

• There is a lot of controversy over whether or not telephone calls should be There is a lot of controversy over whether or not telephone calls should be screened. It is not recommended to screen calls for good public relations!! screened. It is not recommended to screen calls for good public relations!!

• If you must announce calls, “Yes he’s in. May I tell him who’s calling, If you must announce calls, “Yes he’s in. May I tell him who’s calling, please?” is an appropriate response.please?” is an appropriate response.

• When it’s necessary to screen calls (i.e., if someone is available ONLY to When it’s necessary to screen calls (i.e., if someone is available ONLY to certain individuals), “She’s away from her office; may I take your name and certain individuals), “She’s away from her office; may I take your name and number?” OR “May I say who’s calling?number?” OR “May I say who’s calling?

• Thank you. Let me check and see if he’s in.” are suggested responses. If you Thank you. Let me check and see if he’s in.” are suggested responses. If you are required to ask who is calling or what the nature of the call is, be aware of are required to ask who is calling or what the nature of the call is, be aware of your tone of voice. Screening calls is always a delicate situation, so it is your tone of voice. Screening calls is always a delicate situation, so it is critical not to offend or put your caller on the defensive with your voice tone.critical not to offend or put your caller on the defensive with your voice tone.

TAKING PHONE MESSAGES

• Whenever possible, use telephone message forms to record accurate and Whenever possible, use telephone message forms to record accurate and complete information. complete information.

**A good phone message includes:A good phone message includes: »» Caller’s name (get the correct spelling), company or Caller’s name (get the correct spelling), company or

dept. and number dept. and number » » Date and timeDate and time

» » MessageMessage

• Action to be taken (i.e., “Please Call,” “Will call back,” or “URGENT”)Action to be taken (i.e., “Please Call,” “Will call back,” or “URGENT”)

• It is important to deliver the message as soon as possible and maintain It is important to deliver the message as soon as possible and maintain confidentiality with all messages. Either turn the message over or fold them in confidentiality with all messages. Either turn the message over or fold them in half, so there is no danger that they can be read by other staff or visitors.half, so there is no danger that they can be read by other staff or visitors.

RETURNING PHONE CALLS

• Most people find it frustrating when they return phone Most people find it frustrating when they return phone calls only to learn the other person isn’t in. calls only to learn the other person isn’t in.

• To avoid playing telephone tag, try the following:To avoid playing telephone tag, try the following:

• When calling someone, establish specific call-When calling someone, establish specific call- back back times. Ask, “When is the best time for times. Ask, “When is the best time for me to call me to call again?” or “When is the best time again?” or “When is the best time for them to call me for them to call me back?”back?”

• When taking calls for another individual, schedule return When taking calls for another individual, schedule return calls during specific blocks of time (i.e., “I expect him to calls during specific blocks of time (i.e., “I expect him to return by 2:00 p.m. You can reach him between 2 and 5”). return by 2:00 p.m. You can reach him between 2 and 5”).

PLACING OUTBOUND CALLS

• Whenever you make a telephone call for yourself or your boss, be sure you have the right number before you place theWhenever you make a telephone call for yourself or your boss, be sure you have the right number before you place the– call. Keep a “frequently called numbers” list within your reach and follow these suggestions:call. Keep a “frequently called numbers” list within your reach and follow these suggestions:

Get ready. Visualize your caller as a friendly, positive person Get ready. Visualize your caller as a friendly, positive person

– Plan ahead of time the objectives you want to accomplish by jotting them downPlan ahead of time the objectives you want to accomplish by jotting them down Identify the information you need to obtain from the conversation by stating your concerns up front Identify the information you need to obtain from the conversation by stating your concerns up front Anticipate questions or objections you may encounter to avoid making additional calls Anticipate questions or objections you may encounter to avoid making additional calls Take notes during the call Take notes during the call

– Spell out any follow-up action to the caller (such as when you plan to get back to him)Spell out any follow-up action to the caller (such as when you plan to get back to him)

CLOSING THE CONVERSATION

• Many times people find it difficult to Many times people find it difficult to end a telephone conversation. end a telephone conversation.

– There are some specific things that you There are some specific things that you can say to close you conversation can say to close you conversation professionally:professionally:

– Talk in the past tense and use “closing” Talk in the past tense and use “closing” phrases (i.e., “I’m really glad you phrases (i.e., “I’m really glad you called” or “I’m glad we resolved this called” or “I’m glad we resolved this concern”).concern”).

– State the action you will takeState the action you will take Spell out follow-up action, including Spell out follow-up action, including time frames/deadlines.time frames/deadlines.

– Thank them for calling and say “Good-Thank them for calling and say “Good-bye” not “bye-bye,” “Okie-dokie,” bye” not “bye-bye,” “Okie-dokie,” “Alrighty,” or any other slang phrase“Alrighty,” or any other slang phrase

PROPER TELEPHONE LANGUAGE

• Although we tell our Although we tell our callers a lot through our callers a lot through our voice tone, the words and voice tone, the words and phrases we use convey a phrases we use convey a message.message.

• Unfortunately, sometimes Unfortunately, sometimes we send a negative we send a negative message to our caller. Be message to our caller. Be aware of the language you aware of the language you are using. are using.

PROPER TELEPHONE LANGUAGE…Part 2

• Instead of saying “You have to…You need to…Why didn’t you?” try “Will youInstead of saying “You have to…You need to…Why didn’t you?” try “Will youplease…Would you please?”please…Would you please?”

• “ “Your problem” or “Your complaint,” would sound better phrased as “YourYour problem” or “Your complaint,” would sound better phrased as “Yourquestion,” “Your concern,” or “this situation.”question,” “Your concern,” or “this situation.”

• Many people use phrases like “I can’t do that” or “it’s not my job.” Instead, tell the caller what you Many people use phrases like “I can’t do that” or “it’s not my job.” Instead, tell the caller what you can do (i.e., “While I’m not able to establish policy on this matter, I will speak to my manager about can do (i.e., “While I’m not able to establish policy on this matter, I will speak to my manager about your concern.”)your concern.”)

• At all costs, avoid sounding abrupt. The following are examples:At all costs, avoid sounding abrupt. The following are examples:--“Hang on.”--“Hang on.”--“Hold on.”--“Hold on.”--“Who’s calling?”--“Who’s calling?”--“I can’t hear you, speak up!”--“I can’t hear you, speak up!”--“I can’t help you. You’ll have to speak to someone else.”--“I can’t help you. You’ll have to speak to someone else.”

• The following would be more appropriate:The following would be more appropriate:--"May I put you on hold?”--"May I put you on hold?”--“May I say who is calling please?”--“May I say who is calling please?”--“I am having a little difficulty hearing you. Can you please speak up?”--“I am having a little difficulty hearing you. Can you please speak up?”--"I need to transfer your call to (dept.) so that they can answer your question. May I do so?"--"I need to transfer your call to (dept.) so that they can answer your question. May I do so?"

CLOSING

• Telephone techniques are built Telephone techniques are built from a few basic rules and from a few basic rules and principles. In fact, telephone principles. In fact, telephone etiquette can be summarized in one etiquette can be summarized in one word: word:

• COURTESY. Unfortunately, COURTESY. Unfortunately, courtesy is not something people courtesy is not something people are used to being shown routinely are used to being shown routinely in the business world. in the business world.

• If the caller is a potential customer If the caller is a potential customer and you are courteous to him, you and you are courteous to him, you have an excellent chance of have an excellent chance of gaining a new customer. If he is an gaining a new customer. If he is an existing customer, you’ll keep him existing customer, you’ll keep him for life!for life!

office etiquette for employees

Career

office manners

office etiquettepart

office environment

outer office

office procedures

inconsiderate of office

behaviors employeespart

telephone etiquette