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Office Etiquette for Employees

Last Updated 6/20/2008


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Office Etiquette

The rules governing office etiquettewith employees aren't necessarilydocumented in any proceduremanualthey tend to boil down to

common sense and courtesy.

But as the college workplacebecomes busier and more pressured,these guidelines are more apt to fallby the wayside as we try to find

time to advise our student workers.Here are some tips to keep in mindwhen supervising students that mayhelp:


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Office Etiquette

The employees must treat everyone that comes

into the office with respect and dignity, from the

client down to anyone in ATS Never permit the student to engage in any actions

that may embarrass people, your department or

let them make others feel uncomfortable in any

way.

Office manners are very important.


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Office EtiquettePart 2

Don't permit public criticism or arguments. If theclient, employee disagrees with an assignment orposition you have taken, they should bring it upduring a staff meeting or request a private meetingwhere they can ask for clarification and expresstheir concerns.

You will then be able to explain to the client whyyou have taken such an action in a calm, friendlyenvironment.


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On occasion, be sensitive to the clients

need for privacy if it is office related.

For example: If you come into their cubicle

and he or she receives a phone call, offer to

excuse yourself.


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It is very important that the employees learn

how to address people on the phone.

In addition they need to know all the

workings of the phone system especially if

they are going to be stationed in the outer

office where most of the calls arrive.


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Don't permit cell phone calls in the office

environment.

Let them make their calls outside the office

on their breaks.


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Make sure you as a ATS employees do not

read materials, such as faxes, that are not

addressed to them.


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Make sure you have been trained properly

and understand the office procedures that

the client wants you to do.

It is also very important that they are clear

about what the employees responsibilities

are.


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Make sure they understand how important it is

that every call and e-mail is returned within 24

hours. That means it is imperative they get the messages

to the client and/or staff that it was sent to.

Make sure they print legibly when writing

messages and they know where the messages are

to be left.


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Make sure the you understand this is a real

job and they are expected to work the days

they are scheduled and are to arrive on time.


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Manners and behaviors employees

There are several officemanners that need to beaddressed in the higher

customer serviceenvironment.

If you want your office tobe courteous andprofessional, the following

items should be brought tothe employee workers'attention.


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Manners and behaviors

employeesPart 2 Inappropriate Welcome

Failure to greet someone, weak or no

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


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employeesPart 3 Poor Listening

Not paying attention to a client/employer who

needs assistance, talking while they arespeaking, asking a question just covered by the

person.


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employeesPart 4 Poor Dress and Grooming

Sloppy appearance, gym or unclean clothing,revealing clothes.

Client should be clear as to what yourexpectations are concerning dress in your

office.Do this at the beginning of the assignment so

there is no confusion.


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employeesPart 5 Poor Telephone Behavior

Not returning calls, eating while on the phone,

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

phone on, talking on the cell phone, etc.


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employeesPart 6 Inconsiderate of Office Space

Leaving a mess out in office, leaving dirty

coffee mugs in rooms, leaving stapler or copierempty after using the last of the staples or

paper, leaving the copier jammed


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employeesPart 7 Inappropriate Behavior while Working

Scratching, flossing teeth, yawning or

coughing with mouth uncovered, playingwith hair, putting on makeup, cleaning

fingernails, etc


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employeesPart 8 Disregard of Others Time

Interrupting people at work, keeping people

waiting, not showing up for your scheduledwork time.


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employeesPart 9 Snooping

Reading others faxes, email, computer screen,

or mail


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Telephone Etiquette

The telephone is one of thetools used in our daily businessactivities.

The telephone is our link to the

outside world. That is why it iscritical for our students tounderstand how muchprofessionalism matters on thephone.

That is why it is so important totrain our employees on theproper use of this importanttool.


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RULES OF ETIQUETTE

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

Do not eat or chew gum while talking on the telephone (your caller may ask

what youre having for lunch!!)

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

Don't place the handset in the cradle until youve depressed the HOLD button.

Dont lay the receiver on the desk, without placing the caller on hold (thecaller will hear everything being discussed in your office).

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


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ANSWERING THE

TELEPHONE/GREETING Identify yourself and your organization:

"Telecommunications, Mary Smith, OR Mary Smith, may I help you? 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 areprofessional and pleasant.

There has been a lot of discussion of using good morning or goodafternoon.

This is unnecessary if you use the right tone. Also, people tend to makemistakes when using these phrases (i.e., saying good morning when itsreally afternoon and vice versa).


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PLACING CALLERS ON HOLD

Remember to ask your caller Do you mind holding? or May I put you onhold? before doing so.

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 30-45seconds). Give them the option to continue to hold if it will take longer to findinformation OR offer to call them back.

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; orarrange 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, PleaseHold before depressing the hold button. NOTE: When placing multiple callson hold, remember to return to the first caller you placed on hold first!


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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 theircall.

Call the department or person where you are transferring a call and make sure that they can take the call. If they areable to take the call, give them the persons 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 thetelephone 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 callneeds to be directed. Also give them your name and number as a reference in case the appropriate party does notcontact them.


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SCREENING CALLS

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

If you must announce calls, Yes hes in. May I tell him whos calling,please? is an appropriate response.

When its necessary to screen calls (i.e., if someone is available ONLY tocertain individuals), Shes away from her office; may I take your name andnumber? OR May I say whos calling?

Thank you. Let me check and see if hes in. are suggested responses. If youare 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 iscritical not to offend or put your caller on the defensive with your voice tone.


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TAKING PHONE MESSAGES

Whenever possible, use telephone message forms to record accurate andcomplete information.

*A good phone message includes:Callers name (get the correct spelling), company or

dept. and number

Date and time Message

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 maintainconfidentiality 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.


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RETURNING PHONE CALLS

Most people find it frustrating when they return phonecalls only to learn the other person isnt in.

To avoid playing telephone tag, try the following:

When calling someone, establish specific call- backtimes. Ask, When is the best time for me to callagain? or When is the best time for them to call me

back?

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


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PLACING OUTBOUND CALLS

Whenever you make a telephone call for yourself or your boss, be sure you have the right number before you placethe

call. Keep a frequently called numbers list within your reach and follow these suggestions: Get ready. Visualize your caller as a friendly, positive person

Plan ahead of time the objectives you want to accomplish by jotting them downIdentify the information you need to obtain from the conversation by stating your concerns up frontAnticipate questions or objections you may encounter to avoid making additional callsTake notes during the call

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


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CLOSING THE

CONVERSATION Many times people find it difficult to

end a telephone conversation. There are some specific things that you

can say to close you conversationprofessionally:

Talk in the past tense and use closingphrases (i.e., Im really glad youcalled or Im glad we resolved thisconcern).

State the action you will takeSpell out follow-up action, includingtime frames/deadlines.

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


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PROPER TELEPHONE

LANGUAGE

Although we tell our

callers a lot through our

voice tone, the words and

phrases we use convey amessage.

Unfortunately, sometimes

we send a negative

message to our caller. Beaware of the language you

are using.


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PROPER TELEPHONE

LANGUAGEPart 2 Instead of saying You have toYou need toWhy didnt you? try Will you

pleaseWould you please?

Your problem or Your complaint, would sound better phrased as Yourquestion, Your concern, or this situation.

Many people use phrases like I cant do that or its not my job. Instead, tell the caller what youcan do (i.e., While Im not able to establish policy on this matter, I will speak to my manager aboutyour concern.)

At all costs, avoid sounding abrupt. The following are examples:--Hang on.--Hold on.--Whos calling?--I cant hear you, speak up!

--I cant help you. Youll have to speak to someone else.

The following would be more appropriate:--"May I put you on hold?--May I say who is calling please?--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?"


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CLOSING

Telephone techniques are builtfrom a few basic rules andprinciples. In fact, telephoneetiquette can be summarized in oneword:

COURTESY. Unfortunately,courtesy is not something peopleare used to being shown routinelyin the business world.

If the caller is a potential customerand you are courteous to him, youhave an excellent chance of gaining

a new customer. If he is an existingcustomer, youll keep him for life!

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