Contenido de la Modificación presupuestaria 8-2013

Lesson 7:

Lesson 7:

Lesson 7: Handling Visitors EffectivelyHandling Visitors EffectivelyHandling Visitors EffectivelyHandling Visitors Effectively

Objectives:

1. Enumerate pointers for handling receptionist duties. 2. Enumerate pointers for making appointments. 3. Enumerate pointers for making records of visitors.

Pointers in Handling Receptionist Duties

1. Each visitor should be greeted promptly, no matter what the secretary is working on at the time.

2. The secretary must be courteous to everyone. It may be that the visitor can not be admitted to the employer’s office, or request he makes must be refused. Nevertheless, the secretary wants him to go away with a good impression of the company.

3. Sometimes people may come to the office by mistakes. The secretary tries to be as helpful as possible in directing them to the right place. Here again, the secretary needs to know the people in the organization and their responsibilities.

4. Although there are many callers from the outside, members of the organization will often come in. Of course, the secretary discourages co-workers from coming for just idle chatter. 5. When company personnel want to see the boss, the secretary must decide whether they

should be given priority unless, of course, they have an appointment.

6. Some executives on the employer’s level and above will walk in at will, and the secretary has to try tactfully to screen them, too.

7. With regards to employees at any level, the secretary must be as pleasant as she would to outsiders.

8. In all cases, she must be especially careful, because the cold or abrupt remark may be interpreted as reflecting the boss’s attitude towards the individual.

9. The important consideration is dealing with visitors are that the executive’s time must be scheduled to the best advantage.

10. The caller must feel that he has been treated well and that his business has been taken cared of efficiently.

How to Handle Expected Visitors (Those with Appointment)

1. Before a visitor arrives, the secretary tries to anticipate what the employer may need during the visit –correspondence, reports, price lists, and so forth. If these materials are gathered together and given to the boss, he or she can be prepared to talk with the visitor without losing available time.

2. If the call is one that may involve other people in the organization, they should be alerted so that they will be available at the right time.

3. IN some offices, a receptionist is the first person to greet the visitors. The secretary gives the receptionist a list of people who have appointments and the time at which they are expected.

important or if he is unfamiliar with the building, the secretary goes out to meet him and escorts him to the office. If there is no receptionist, the secretary, of course, receives callers directly.

4. Proficient secretaries should learn how to make “small” talks. They don’t have to make long conversation with the visitors, but they must be able to make people feel at ease.

5. The office should be inviting, even if it means that the secretary personally sees to emptying ash trays and discarding outdate magazines and newspapers.

6. The secretary, acting as host, takes a caller’s wet umbrella and offers a comfortable chair in which to wait.

7. It would be fine if every visitor could be ushered into the executive’s office immediately on arrival. Unfortunately, delays that occur are nobody’s fault.

8. A precious appointment may have run longer than planned, or the executive may be involved in a long-distance call. The secretary explains the situation as discreetly as possible and apologizes to the caller.

9. While a visitor is in the office, the secretary must be careful to keep any work that is on the desk confidential. Papers can be placed in a folder if one does not want to let visitor to be able to glance at them.

10. If a secretary must leave the desk for any reason, any material that is on the typewriter can be rolled back out of sight, or it can be covered up by inserting a plain sheet of paper under the paper bail.

11. When the executive is ready, the secretary escorts the visitor into the boss’s office.

12. If the caller has never met the executive, he can be introduced in this way: “MR. del Prado, this is Mr. Castro of the Equipment Company.” The visitor is usually presented to the executive.

13. In the day’s schedule, each visitor is allotted only a certain segment of time. So it may be necessary for the secretary to help terminate a visit that is running too long. Many secretaries set up signals to use on these occasions –a buzz on the intercom, a written or oral reminder of a meeting or whatever device the employers prefer.

How To Handle Unexpected Visitor (Those without Appointment) 1. Unexpected callers make it necessary for the secretary to use extra discretion. If the

executive is free and wants to se the visitor, there is no problem. After secretly conferring with her employer, the secretary can usher the person right in.

2. Sometimes problems arises with other people in the organization who feel that they should have access to the executive at any time he or she is not busy with these people.

3. Friend and family members sometime arrive unannounced. Usually, the executive will see them immediately; but there are occasions when they, too, must be asked tactfully to wait.

4. The most difficult unexpected visitor is the one who insist on seeing the executive but who will not state his name and business. The only thing the secretary can do is give him an envelope, some paper, and a pencil so he can write a message to be taken to the boss. In no case, should one unidentified and unknown visitor be admitted, for security reason. 5. If any visitor tries to offer gift or an invitation, it should be refused. However, she can

How to Make Appointments

Any executive’s day is crowded one. Mail must be taken card of, reports must be read and acted on, meetings must be scheduled and attended too, are only a few of the activities. The secretary can help the boss get through all this work by scheduling appointments judiciously.

The following pointers may help:

1. As with telephone callers, the secretary must determine preferences as to who the employer wants to see. The card file of callers will help.

2. When a visitor presents his calling card, the secretary can later attach it to an index card and put it in the file, with notations about the caller.

3. An executive has time preferences, too. The secretary will soon learn that it is not wise to schedule appointments the first thing in the morning, because that time needed to organize work for the day and to take care of important mail. At the end of the day most executives like to have some free time to clear up anything they have not been able to finish during the busy day.

4. Another time that should be kept free, if possible, is the day the employer returns from an extended business trip. The executive will want to make any necessary reports, including the expense account, and do any needed follow-up on the business covered during the trip.

5. The secretary should learn to schedule appointments as best as possible learning to judge how much time to allow each person.

6. To avoid conflicts, the secretary keeps her desk calendar coordinated with the boss’s calendar.

7. Problems may occur if the executive makes appointments without telling the secretary. An executive is particularly prone to do this while out of the office attending meetings or making calls on the other business people. The secretary’s calendar can be up-dated by asking the executive of appointments he made outside the office.

How to Avoid Conflicts when Preparing Appointments

If the secretary is systematic in coordinating both calendars, conflicts will be kept to a minimum. Some of the steps you will want to take are:

1. Check with your employer as frequently as you think advisable to be sure you have complete records of upcoming activities because your boss may have entered items on his calendar that do not appear on you.

2. Enter all regular meetings as soon as you learn about them.

3. Indicate blocks of time you anticipate will be needed for various activities.

4. Note deadlines –tax reports, insurance payments, payment dates for membership dues, and the like.

5. Pay careful attention to incoming and outgoing correspondence that contains something that must be noted on the calendar.

How to Cancel Appointments

At times, it may be necessary to cancel appointments because of emergencies that arises.

1. If there is time, the secretary can write a note to the person with whom the appointment had been made.

2. If however, there is not time, the scheduled caller should be phoned as soon as it is known that a change is necessary.

3. When canceling appointments, the secretary should suggest more than one possible time for a future appointment. A note canceling an appointment that a secretary could send might read this way:

4. If an appointment must be cancelled with someone from out of town and he cannot be reached in time, the secretary can ask the employer for suggestions as to another person in the organization who can talk with the visitor.

How to Make Records of Visitors

1. In the offices of professional people, such as doctor or lawyer, the secretary must keep a careful record of visitors and the length of each visit, because the doctor or lawyer will need this record as the basis for billing.

2. In other office, it is a matter of the executive’s preferences as to whether a register of visitors is kept.

Dear Mr. Borja:

Because Mr. Castro must make an unexpected trip next week, he will not be able to keep his appointment with you on October 31, at 2 p.m.

He is eager to talk with you and regrets the inconvenience he may cause you in postponing this appointment.

Would November 2 or 13 at 2 p.m. be convenient for you? If you will call me at 555- 8989, we can arrange a definite date and time.

Sincerely yours,

JOYCE DE VERA Secretary

How to Make the Visitor Feel Comfortable

1. Show the visitor where to leave his hat, coat, brief case and any other articles that he has with him.

2. Do not offer to assist a man with his wraps, because many men are embarrassed to have a secretary perform this service.

3. When the caller has to wait, ask him to have a seat, indicating a chair. If he has to wait any length of time, offer him a newspaper or magazine.

4. If the caller deserves special attention, ask him, “Os there I can do for you while you are waiting?”

5. Do not begin a conversation with a waiting visitor; but if he shows an inclination to talk, respond.

6. If the visitor asks questions about the business, reply only in generalities. Be careful not to divulge confidential information to the visitor.

What to do and What to say when Handling Different Kinds of Visitors

(For Role Playing)

1. The caller enters your office or your greet him in the reception room. You might say:

“How do you do, Mr. Garcia. The receptionist tells me that you wish to see Mr. de Vera. I am his secretary. I wonder if you would be good wnough to tell me what you wish to see him about?

Or: “Good morning, Mr. Garcia. I’m Mr. de Vera’s secretary. He is busy at the moment. Is there anything I can do for you?”

Or: “Good morning. I am Mr. de Vera’s secretary. He is not in the office at present and I wonder if there is anything I can do for you?”

Or: “ You are waiting to see Mr. de Vera? I am Ms. Samson, Mr. de Vera’s secretary. I wonder if I can be of any help to you?”

Or: “Good morning, Mr. Garcia. I am Mr. de Vera’s secretary. What can I do for you?”

2. Caller states his business, which is of interest to your employer. You might say:

“I’m sorry I cannot arrange a definite engagement right now because I do not know what additional commitments Mr. de Vera has made since I saw him, but if you will let me have your telephone number I will call you either later today or surely tomorrow morning and arrange an appointment for you. I know Mr. de Vera will be glad to see you.”

Or: You arrange a definite appointment at that time.

Or: You take him to see your employer, or arrange for him to see an assistant, or handle the matter yourself, as the occasion requires.

3. Caller refuses to state business, probably saying it’s personal. You might say:

“I’m sorry but I can not be able to ask Mr. de Vera to make an appointment for you unless I can tell him what you want to discuss with him. If you care to take it up first with me perhaps I can save your time by discussing it with MR. de Vera for you.” Or: “I’m sorry Mr. Garcia. But Mr. de Vera sees people only by appointment. I make all his appointments, and I have to ask you what you want. You’ll understand, I’m sure that I am not being arbitrary, merely following instructions.

Or: (in a light, laughing manner): “I’m very personal secretary.’ Mr. Garcia, I’ve been with Mr. de Vera for many years now and there is little to do with his business or personal affairs that I do not know about.”

Or: “I’m sorry, Mr. Garcia, but I will have to know what it is you wish to see Mr. de Vera about because the first thing he will ask me when I tell him you are here is, ‘What does the gentleman wish to take up with me?’ and if I don’t know you well, you can see that I’d have to come back and ask you once again, and it would be just a waste of your time and that of Mr. de Vera.

4. Caller still refuses to tell you why he wants to see your employer. You might say:

“I’m exceedingly sorry, Mr. Garcia, that I cannot be help to you, but office rules are office rules –they are made by Mr. de Vera himself, and not by me, and Mr. de Vera expects me to honor them. So if you cannot give me even a hint as to what business you want to take up with Mr. de Vera, I’m afraid that I cannot be of help to you in seeing him. I’m very sorry indeed. Good day.”

Or: “In that case, Mr. Garcia perhaps you will write Mr. de Vera a note. Just tell him briefly what you want to see him about and ask for an appointment. Then he can make his own decision.

Or: “That is unfortunate, Mr. Garcia, for until I know what you wish to discuss with Mr. de Vera, I cannot very well make an appointment for you.”

5. How to announce a caller.

If the caller is known to your executive and has visited the office before, you may nod to him and say something like, “Mr. de Vera is free. You can go right in” However, if it is the caller’s first visit, or he is an infrequent visitor, accompany him to the door of the executive’s office, open it if it is kept closed, step to one side and say “Mr. de Vera, Mr. Garcia.” Or “Mr. de Vera, here is Mr. Garcia.”

When a caller with an appointment arrives, notify you executive immediately unless he is in a conference that cannot be interrupted. You may say to your executive over the interoffice communication system, “Mr. Garcia is here for his ten o’clock appointment. “May I bring him in?”

If the caller is already in your office, near your desk, it is better to go into your executives office and tell him that the caller has arrived.

When the executive is ready to receive the caller, say, “Will you come with me, Mr. Garcia.” On reaching the executive’s office, open the door, steo inside and to one side, and say, “Mr. de Vera, Mr. Garcia”.

If your executive has to keep a caller with an appointment waiting, explain the delay: “MR. de Vera has someone with him at the moment, but he will be free in a few months. Will you have a seat?

If the delay will last for any length of time, tell the caller the approximate time he will have to wait. He can then judge whether he wants to wait or make a later appointment.

7. When the executive is not in his office

When this happens, apologize for your executive and explain the circumstances. You can say, “Good morning, Mr. Garcia. Mr. de Vera called into the palnt about ten minutes ago because of a production problem. He should be back any minute now. Do you mind waiting?”

If an unexpected emergency will keep the executive out of his office for more than a few months, you might explain his absence this way:

“Good morning, Mr. Garcia. I’m so sorry, but Mr. de Vera was called to the office of the Chairman of the Board a little while ago. I’m not sure when he will be back. I tried to reach you, but your secretary said you had already left. Can you wait? The visitor can then decide, whether to wait, come back later, or make another appointment, or even see someone else –the executive assistant, for instance.

8. A caller who has no appointment, but whom your executive will see.

Usually, when a person your executive will see calls at your office without an appointment, you know him well enough to greet you him by name: “How are you, Mr. Garcia? It is nice to see you again.” You might inquire about his family or ask him about his vacation. Then ask him the nature of the unexpected visit, if you have the least doubt as to whether your executive wants to see him, ask your executive whether he will see the visitor.

If your executive is engaged, ask the caller to wait until he is free, telling the caller approximately how long that will be. Unless the unexpected caller is someone your executive is always eager to see, it is wise to keep him waiting a few minutes so that he will realize he should have made an appointment. You might limit the unexpected caller’s visit by saying, “Mr. de Vera has another appointment in ten minutes, but he

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