THE OFFICE PROFESSIONALS PUBLIC RELATIONS DUTIES

COVERAGE

• 1. Appropriate procedures in greeting, screening, and admitting visitors.

• 2. Rules of making business introduction
• 3. Procedures in assisting waiting visitors, handling delays, interruptions, and problem visitors
• 4. Basic procedures in scheduling appointments, refusing appointments, and cancelling
appointments
• 5. Office Professional’s responsibility in dealing with unkept appointments
• 6. Importance of good Public relations in building the Corporate image.
INTRODUCTION

• A very interesting and challenging responsibility of the office professional is the Public
relations aspect of the position. A typical workday presents opportunities to interact with
clients customers, suppliers, governmental agencies, civic and community organizations
or financial institutions. Often the office professionals if the first contact a visitor has with
the company. Creating and maintaining a favorable company image requires patience,
graciousness, courtesy, sensitivity, tact, consideration and the ability to get along with
people. Every office personnel who comes in contact with office visitors plays a vital role
in promoting the company image.
HANDLING VISITORS

GREETING VISITORS
• Office professionals must put the visitors at ease and make them comfortable.
• When visitors comes at your desk treat him/her as a guest.
• Give the visitor your immediate and full attention.
• If you are talking on the phone, acknowledge the visitor with a nod or smile
• Avoid judging visitors with their physical appearance
• Pay close attention to the name of the visitor. Ask for their business card
SCREENING VISITORS

Office visitors can come from outside the company of they can be employees of the
company or personal friends or family members of the executive. They may arrive in the
office with or without appointments. Good practice is ask the executive’s preferences for
seeing visitors by asking for guidelines.
• Does he want to see everyone who calls or are there persons he would rather let you
handle yourself without seeing them in his office?
• Will he see “drop in” or unscheduled visitors?
• Are there visitors he prefers to avoid?
• Does he prefer to see certain visitors at a specified day or time only?
• Can standard reception procedures be bypassed in case of superiors, friend or family
members?
• Who else can be admitted without permission?
• What are the procedures for handling problem visiotrs?
ADMITTING VISITORS

• First time callers and distinguished visitors should be escorted into the executive’s room
instead of letting them find their way.
• Before leaving your desk, cover confidential papers you are working on.
• After entering the office with the visitor, make the proper introductions and leave the
room quietly..
MAKING INTRODUCTION
• When making an introduction, the person given greater courtesy is named first.
• In business introductions the name of the person of higher position is given first.
• Use titles such as Doctors, Attorney, Engineer, Reverend etc.
• Sometimes you will sense that additional information about the person will be needed.
• Handshake is routine and almost automatic.
ASSISTING WAITING VISITORS

• Visitors may arrived early before their appointment. Make sure they are seated
comfortably. Provide interesting current reading materials.
• Offer them something like coffee or drinks.
• Entertain visitors by starting light conversation. Avoid touching controversial topics such
as religion, politics,
HANDLING DELAYS AND INTERRUPTION

• If the visitor is kept waiting for too long apologize for the delay and explain the reason
for it.
• Ask the waiting visitors if they would like to be re-scheduled.
• Call the executive on the phone or take a written note into his office that the next visitor
is due.
• Most executives do not like to be interrupted. As a rule keep interruptions to a minimum.
Consult the executive.
HANDLING PROBLEM VISITORS

• Problem visitors may include:

• Those who refuse to give their names or nature of their business
• Those who insist in obtaining information about the executive and the company.
• Repulsive, high strung who use inappropriate language and disrupt the office.
• Those who force their way to executive’s office.
• Insistent salesmen or fund raisers who refuse to identify themselves.
• Visitors whose mannerisms and attitude are unpeoffesional.
HANDLING VISITORS

• Be firm and tactful with a person who refuses to give their names.
• Explain that you are not permitted to admit visitors without appointments or
unannounced.
• If the visitor still refuses to give the necessary information request that a short note be
written and take it to the executive.
• Always be courteous, tactful and controlled will contribute to building company’s image.
KEEPING APPOINTMENTS

Office executives need to fulfill their day to day commitments and perform their
specialized functions at a smooth lively pace.
Office professionals working with them therefore must be able to handle the details of
arriving appointments.
SCHEDULING APPOINTMENTS

You may record pre scheduled appointments either on your calendar or in an appointment
book. You may also use your calendar on your computer. Include the following information.
• Name of the person, business connection, landline telephone number or cellphone number,
email add.
• Purpose of the appointment
• Date and time of appointment
• Where the appointment is to be held
AVOIDING UNKEPT APPOINTMENTS

One of the most difficult task of the office professional is to prevent overlapping of
conflicting appointments. The executive sometimes forget to notify you of appointments
made outside the office. Sometimes, an urgent business may require him or her to be out of
town.
In this case it is your responsibility to deal with the situation to preserve public image.
A sincer apology is called for.
REFUSING APPOINTMENTS

Refusing appointments can be cushioned by being tactful and sincerely honest. A

credible reason for the refusal is in order. Explain to the visitor that the executive has a
heavy schedule for the next two weeks, must attend a meeting on that day, or is preparing
to leave town. Indicate politely that you will relay the visitors message to the executive as
soon as possible.
CANCELLING APPOINTMENTS

If it is necessary to cancel appointments notify out of town visitors immediately. Local

visitors likewise should be notified by phone. Cancel the appointment as early as possible
so that the schedule can be rearranged. The office professional owes the affected visitor an
honest explanation for the cancellation