RECEPTION TECHNIQUES AND PROCEDURES  You should know the name and business

association of these callers and be prepared

Techniques & Traits that receptionist must
to greet they by name.
develop in order to deal effectively with the public
2. Making introductions
1. Patience
2. Technique of listening  Be aware of the following situations where
3. Consideration
gender, age, and sometimes rank, rather
4. Graciousness
Most common mistakes in dealing with the public than strict business position, apply:

1. Making snap judgments Introduction Factor in First

2. Playing favorites Presentation Named
3. Being moody a. Woman & gender Woman
4. Gossiping man
b. Dignitary Rank person
PROCEDURES FOR PUBLIC RELATIONS DUTIES (head of with higher
 Developing a positive rapport with the office state, church) position
visitor will depend on the office worker’s
personality, maturity & knowledge of business c. young person Age Mature person
etiquette. and
mature person
d.distinguished Rank Visitor
1. Greeting visitors visitor and
employer
Problem Situation and Your Action
e. individual to a Convenience The
a. When visitors walk into your office group individual
then each
 show them that they are welcome. person in
 Your greeting should be friendly & cheerful the group
like, “Good morning, may I help you?
b. If you are on the telephone 3. Screening Visitors
 Acknowledge the visitor with a nod or a  make sure that only the people who need to
smile indicating that you will be free be seen are seen by your employer/boss.
momentarily. Under no circumstances  No matter how busy your boss is, they will
should personal visits & telephone calls see family members and close friends.
keep you  Learn your boss' preference for seeing
c. When visitors may not know the names of the visitors by asking for guidelines.
persons they should see 4. Turning down visitors
 To help you direct visitors to the right Problem Situation and Your Action
person or dept., develop a reference guide
or company directory which contains the a. When visitor cannot see the person he wants
names and telephone numbers of key to see
people within each department.

 you must explain carefully why your

d. If your visitors will be people who regularly call boss is not available.
on your company.
  You might say, “May I reschedule an
appointment for you, Mr. Cruz has a
deadline to meet.”
5. Announcing visitors
Problem Situation and Your Action
a. when a person arrives for a scheduled
appointment
  inform your boss either by telephone or in
person.
b. if your boss is ready to see the visitor
 accompany the visitor to the office of your
boss.
c. When visitors are familiar with the office and
know where they are going
 you need to tell them that your boss is
ready to see them.
d. If an appointment is running overtime and other
people are waiting
 hand your boss a note that says the person
with the next appointment has arrived.
6. Handling delays
Problem Situation and Your Action
a. when visitors arrive before your supervisor is
ready to see them
 Offer them a seat and keep them informed
about the delay.
 Provide magazines or other reading
materials to make their wait more
enjoyable.
b. if appointments are running behind schedule
 you can get back on schedule by cutting
each appointment a few minutes short.
c. If it is not possible to get back on schedule
 contact the people with scheduled
appointments so that they can plan to
arrive later.
 You can ask people who are in the reception
area if they would like to reschedule their
appointment for another day.
7. Interrupting a conference
 an unnoticeable way to handle an
interruption is to type the message on a slip
of paper and take it into the office, usually
without knocking. Wait for the answer.
 Keep interruptions to a minimum.
8. Handling difficult visitors
Problem Situation Your Action
If the visitor is rude
 It is important that you remain calm and
courteous.
 If you react rudely, you may cause your
company to lose a client and a friend.
 Always remember to treat all visitors to
your office with the same courtesy that you
would want to receive.
b. If a visitor refuses to give his name and the
purpose of his visit.
 Offer a piece of paper & request that a
short note be written then take it to your
boss who will decide whether to admit the
visitor or not.
9. Keeping appointment
Problem Situation and Your Action
a. Scheduling appointments
 Use the appointment calendar to schedule
meetings.
 Schedule an appointment over the
telephone and by mail.
b. Canceling appointments
  write out-of-town visitors concerned.
 Telephone the local visitors.
 Write a letter confirming the cancellation to
prevent embarrassment in case the
telephone message was not received.
 Schedule new appointment immediately to
take place of the cancelled one.
RECORDS MANAGEMENT AND BETTER FILING
TECHNIQUES
RECORDS
 are the memory of any business organization.
 are any written or graphic material related to
the business which reflects the activities of any
office such as material in active use and in
storage like reports, legal documents, and other
administrative documents.
 Published matter like books, magazines, and
newspaper are not considered as “records”.
WHY RECORDS MUST BE MANAGED?
 To regulate the great volume and variety of
documents and papers currently received and
created in transacting business.
 To provide methods to ensure prompt attention,
rapid movements, guide findings, safe storage,
and proper disposal of documents and papers.
FILING
 is the process of classifying and arranging of
records in a systematic way so they will not only
be safely stored but also quickly retrieved or
located when needed.
 is the placing of papers in acceptable containers
according to some pre-determined arrangement
so that any paper, when required, can be
located speedily and conveniently.
IMPORTANCE OF MANAGING FILES
 In filing the emphasis more upon the “finding”
rather than the “storing” aspect.
 The safekeeping of records is important, but
being able to find them promptly, when needed,
is more important.
 Remember needed paper when lost or
misplaced can delay the work of a dozen
employees or even the entire office
OBJECTIVES OF FILING
1. Efficiency
2. Economy
3. Simplicity
DIFFERENT KINDS OF FILING SYSTEM
1. ALPHABETIC NAME FILE (by name of individual or
organization)
 Records that are referred to by name of an
individual’s organization be arranged by name in
strict alphabetic sequence or successive
continuity.
 Correspondence from individual representing an
organization should be arranged under the name
of the organization.
Example:
Enriquez, Nestor D.
Fajardo, Eliseo M.
Mariano, Don S.
2. ALPHABETIC SUBJECT TITLE (by subject)
 Records which are referred to by the subject
matter they contain should be arranged
alphabetically by subject title or caption.
 All records on a particular subject should be
kept together in as much as each related fits
somewhere to complete a story.
Example:
Electric Bill
Lease Contracts
Water Bill
3. ALPHABETIC LOCATION FILE (by geographic location)
 Records which are referred to by geographic
location should be alphabetically arranged by
location name which may be by country, region,
province, city municipality, barrio, or barangay.
Example:
Caloocan
Malabon
Marikina
4. NUMERICAL FILE (by number assign to record)
 Record which are identified by number assigned
to them and are referred to by their respective
number should be arranged in numerical
sequence.
 A numerical file is often used for records
pertaining to bank checks, invoices, insurance
policies, presidential decrees, tax declaration and
the like.
Example:
06-0009-29 (Luna, Clarita A.)
06-0009-30 (Bernardino, Carlos B.)
06-0009-31 (Ochoa, Milagros M.)

5. CHRONOLOGICAL FILE (by the date of records)
 Records to which primary reference is made by
the date of the record should be filed
chronologically (in the order of time) by year,
month, or day as reference indicates.
 The chronological filing system simply arranges
material according to its time sequence, that is,
month or weeks are its main division with days
for its subdivisions.
The advantages of this plan are:
1. It is very simple.
2. Filing is easy.
3. It is convenient reminder of unfinished work.
Example:
September 1, 2014 (Water Bill)
July 14, 2014 (Electric Bill)
June 20, 2014 (Lease)
TYPES OF OFFICE RECORDS TO BE FILED
1. ADMINISTRATIVE FILES
 A file material related to overall policy, mission of
organization, direction of the office, including
management improvement programs, formal
rules and regulations, guides, maintenance of
service, supplies and other administrative matter
which have no direct bearing on the operation of
the office.
2. PERSONNEL FILES
 Any paper containing the service appointment
and the other records related to the individual
employee.
3. LEGAL FILES
 Consist of administrative case of personnel land
cases, civil cases, investigation records and the
like.
4. SUPPLY FILES
 Consist of records of supplies, equipment,
purchases, contracts, etc.
5. FISCAL FILES
 Materials on budget preparation, submission of
allotments, and control of funds.
TOOLS IN FILES OPERATON
1. Folders and fasteners
2. charge-out cards
3. requisition slip
4. Tickler file or follow-up file
5. Sorting table and rocks
6. Stapler
7. Filing cabinets and shelves
8. Tapes
CHARACTERISTICS OF A GOOD FILING SYSTEM
 A filing system can only be good on if it is tailor-
made to fit the condition or situations prevailing
in a particular organization.
REQUISITES OF A GOOD FILING SYSTEM ARE:
1. It serves the needs of the office.
2. It has the simplest identification of file contents.
3. It has maximum safeguard against filing errors.
4. It is not dependent on the memory of the clerk.
HOW TO PREPARE THE MATERIAL TO BE FILED
1. INSPECTING
 Inspect the material to make sure it has been
released for filing.
 Look for a special mark as release signal like
word FILE plus the initial of the person releasing
it.
2. INDEXING
 The name by which correspondence or record is
most likely to be requested from files.
 Determine the most likely the heading under
the paper to be filed.
The possibilities are:
 Name of on the letterhead
 Name addressed
 Name in the signature
 Name or subject included in the paper
 File or reference number
 There are rules for alphabetic indexing that
should be followed.
3. CROSS-REFERENCING
  Is used when it is in difficult to know which of
two or more names is important.
 Is accomplished by filing the original under one
name and cross-reference sheet under the
other.
 You may use cross-reference sheets, or plain
sheet of paper, or a paper with distinctive color.
 You may consider cross-referencing under this
situations:
a. When some word other than the first in a company
or situation name clearly identifies the organization.
For example: University of San Carlos would be
filed as written but should be cross-referenced to
San Carlos University.
b. When it is difficult to decide which part of an
individual’s name is the surname. In the case of
Manolo Jose, you might index the name as
normally written and use a cross-reference under a
transposition of the name.
c. When an organization is better known by initials
than by its complete name, material should be filed
under the complete name and then cross-reference
to the explanation, like:
 NATIONAL COLLEGE of BUSINESS and ARTS
Cross Reference
NCBA
See: National College of Business and Arts
4. CODING
 Underline or encircle the caption to be used on
storing
 This is marking the file to indicate how they
have been indexed.
 Coding highlights the indexing caption and thus
speeds up filing.
5. FILING OR STORING
 This is the final step in manual filing which is
placing the
 papers in appropriate containers, usually file
folders.
 The papers are placed in the proper folders in
the filing cabinets.
Follow this procedures:
1. Punch holes into paper to be filed.
2. To insert material, lift the folder out the file drawer in
order to make sure you have the correct folder.
3. Insert the paper evenly.
4. See to it that material you are inserting is in correct
sequence in the folder.
5. Avoid overcrowding the folder. Overcrowding extends
records beyond the top edge of the folder, causing torn
edges; it also pulls the back of the folder down and
hides the caption.
RETRIEVING OR FINDING MATERIAL FROM THE
FILES
1. However, all records removed from the files should be
recorded,
especially if the files are used by many different people.
2. Chargeout procedure should be carefully followed.
CHARGEOUT PROCEDURE
 Chargeout system tells you where a record can
be located after it has been taken from the files.
REQUISITION SLIP
 To control requests for files, use a special form
called the requisition slip.
HOW TO SEARCH FOR MISSING FILES
1. ON SOMEONE’S DESK?
 Look first through your own desk when tracking
a misplaced record. Then the executive’s desk.
Still not there? Look for “FOR FILING” folder.
2. THE FOLDER BEFORE OR THE ONE BEHIND THE RIGHT
FOLDER?
 Look into the folder immediately ahead of or
immediately behind the folder in which the
paper belongs. This type of filing error usually
occurs.
3. BETWEEN OR UNDER FOLDERS?
 Look between the folders on either side of the
folder in which the missing paper should be. Not
there? Then look under the folders. Single papers
and even folders have been known to slip gradually
under the other folders when the guides are not
attached by a rod.
4. TRANSPOSITION OF NAMES
 Some names such as Danilo Manuel are easily
transposed. A letter to Danilo Manuel Enterprises
may turn up to Danilo folder.
5. SIMILAR NAMES?
 Look under similarly spelled names. The Jones
paper may be in Johns, or even Janes.
6. CROSS-REFERENCES?
 Look under the cross-references. Original may
sometimes filed with cross reference folder.
7. PAPER CLIPS? Paul C. MacCarthy MacCarthy, Paul C.
 Paper clips have a way of picking up neighboring
papers. This is one of the reasons you are
advised from the start not to use paper clips.
 MARRIED WOMAN
8. ASK YOUR BOSS  The legal name of married woman is one
 If all the solutions were made and still you can’t considered in indexing. Her legal name will
find the records, ask your boss. He might have include her first name, her maiden name,
taken it and brought home without informing and husband’s surname. When preparing
you.
filing cards or folders, Mrs. is enclosed in
parenthesis at the end of the husband’s first
RULES IN ALPHABETIC INDEXING and middle names are placed in parenthesis
below the woman’s name.
 INDIVIDUAL NAMES
Example:
 Think of the names of individuals in the
following order: first the surname or last Maiden name – Chit A. Santos
name; second, the given name or the
first name or initial; third, the middle Husband’s name – Amado G. Pimentel
name or initial. Mrs. Chit S. Pimentel - Pimentel, Chit S. (Mrs.)
Example:
Ferdinand L. Aguilar Aguilar, Ferdinand L.
Manuel P. Cruz Cruz, Manuel P.
Manuel S. Cruz Cruz, Manuel S.  FIRM NAMES
 The units in the name of firms and
 SURNAMES WHEN USED ALONE institutions are indexed in the same order
 An initial, when not a known abbreviation, as they are written if they do not include
precedes a name beginning with that initial. the complete name of an individual. If the
This rule is sometimes, “NOTHING COMES firm’s name begins with a foreign word, it is
BEFORE SOMETHING.” combined with the word that follows it.
Example:
Horacio G. Javellana 1st - Javellana Example:

Javellana 2nd - Javellana, H. G. Tagumpay Realty Corporation- Tagumpay Realty

Corporation
H. G. Javellana 3rd - Javellana, Horacio G.
Universal Robina Corporation - Universal Robina
Corporation
 SURNAME PREFIXES
El Passo Coffee Shop - El Passo Coffee Shop
 A surname prefix is considered as part of
the surname and not as a separate indexing
unit, surname prefixes include San, Santa,
 FIRM’S NAMES INCLUDING COMPLETE
De, Dela, Delos, etc. The prefixes M. Mac.,
INDIVIDUAL NAMES
and Mc. are indexed exactly as though
 When the complete name of an individual is
spelled in full.
included in the name of the firm or
Example: institution, the surname of the individual is
considered as the first unit; the given or
Jason F. De Guzman De Guzman, Jason F.
initial; if any is considered as the 2nd and
Celso B. Del Castillo Del Castillo, Celso B.
 the 3rd units; then the rest of the firm is
considered.
Example:
Paul Cabral Tailor Shop- Cabral, Paul Tailor Shop
Rolando Santos Law Office - Santos, Rolando Law
Office
 HYPHENATED NAMES
 In a hyphenated firm’s name, the individual
surnames are indexed as separate units, but
the hyphenated surname of an individual is
considered as a single unit.
Example:
Marilyn T. Biglang-awa - Biglang-awa, Marilyn T.
Top-Choice Meat Company- Top-Choice Meat
Company
Yupangco-Yamaha Corporation- Yupangco-Yamaha
Corporation
 ABBREVIATIONS
 Known abbreviations are indexed as though
they are spelled in full. Known abbreviations
are indexed as thought they are spelled in
full. Like the following ex. – Ltd., Inc., Bros.,
Corp. Co., and similar word are treated
separate indexing units.
Example:
Solid Earth Mktg. Corp. - Solid Earth Marketing
Corporation
 ARTICLES, CONJUNCTIONS, AND
PREPOSITIONS
 On filing cards and folders, these words are
written in their normal sequence, with this
exception: When the word “the” is the first
word in a name, it is placed at the end in
parentheses. If it is found in the middle of
the name, it is not moved but enclosed in
parenthesis.
Example:
The Carlos Tablan Lumber Company - Tablan,
Carlos Lumber Company (The)
Joey the Electrician- Joey (the) Electrician
 ONE OR TWO WORDS
 When the same name may be written either
as one word, two words, or a hyphenated
word, it is considered as one indexing unit.
Example:
Northwest Sales Corporation- Northwest Sales
Corporation
North West Produce Market- North West Produce
Market
North-West Rope and Supply Company-
North-West Rope (and) Supply Company
 COMPOUND GEOGRAPHIC NAMES
 The parts of compound geographic names
are indexed as separate unit except when
the first part of the name is not an English
word, such as El Paso.
Example:
El Passo Coffee Shop- El Passo Coffee Shop
North American Lines- North American Lines
Zamboanga del Sur Rice Mill - Zamboanga del Sur
Rice Mill
 TITLES OR DEGREES
 When writing filing cards or folders place
the title or degree in parentheses after the
name. Titles that denote seniority, such as
Jr., 2nd are placed at the end of the name
but are considered as indexing units and
should be enclosed in parentheses.
Example:
Atty. Ronald E. Ignacio- Ignacio, Ronald E. (Atty.)
Fernando Poe Jr. - Poe, Fernando (Junior)
Engr. Bong A. Valla- Valla, Bong A. (Engr.)
Exception:
 When the name of an individual consist of a
title and one name not recognize as a
surname, such as Queen Elizabeth, the title
is considered as the first indexing unit.
Queen Elizabeth- Queen Elizabeth
Dean Torres- Dean Torres
Exception:
 When the title is the first of a firm name, it
is considered as the first indexing unit.
Dr. West Toothpaste- Dr. West Toothpaste
 POSSESSIVES
 When a name ends with an s apostrophe
(s’) the “s” is a part of the name and is
include in indexing.
Example:
Power’s Oil Corporation- Power’s Oil Corporation
 NUMBERS
 Numbers over 1,000 such as 1,809 should
be indexed as Eighteen Hundred Nine and
not as One Thousand Eight Hundred Nine.
The numbers are written in figures on index
card and folder but you have to spell them
out in you mind to get the correct filing
order.
Example:
96th Street Warehouse- Ninety-sixth Street
Warehouse
900 Club- Nine Hundred Club
A 1 Repair Service- A One Repair Service
5000 Cornell Apartments- Five Thousand Cornell
Apartments
10th Floor Lounge- Tenth Floor Lounge
 ADDRESSES
 Filing Names by Addresses is done when the
same business name applies to more than
one location; it is filed by the location by 1)
city, 2) province, 3) street name, and then 4)
street number by arranging from lowest to
highest.
Mercury Drug Company Caloocan- Caloocan
Mercury Drug Company
Mercury Drug Company Valenzuela- Valenzuela
Mercury Drug Company
 BANK NAMES
 When filing bank names, first file under the
city and their location and then use the
name of the bank as written. Security Bank
Corporation
Example:
Security Bank Corporation Cebu- Cebu Security
Bank Corporation
Security Bank Corporation Davao- Davao Security
Bank Corporation
 PHILIPPINE GOVERNMENT AGENCIES
 Phrases pertaining to our government
agencies such as Department of, Bureau of,
Commission on, Office of the Board of - -
are disregarded in indexing. On folders and
filing cards, these phrases are enclosed in
parentheses and placed at the end of the
word they modify.
Example:
Commission on Audit- Audit (Commission on)
Bureau of Fire Protection- Fire Protection (Bureau  Be aware of the following situations where
of) gender, age, and sometimes rank, rather
than strict business position, apply:
Department of Health- Health (Department of)
Introduction
Department of Labor and Employment- Labor
(and) Employment (Department of) a. Woman & man
Office of the Ombudsman- Ombudsman (Office of b. Dignitary (head of state, church)
the)
c. young person and mature person
d. distinguished visitor and employer
 DIFFICULT INDIVIDUAL NAMES
e. individual to a group
 When the given name and the surname of
an unusual individual name might be Factor in Presentation
confusing, or when custom has established
A. gender
that a name is given more important in
B. Rank
point of order than a surname, the given
C. Age
name should be considered as the first
D. Rank
indexing unit.
E. Convenience
Example:
First Named
Tiok Pa Tay- Tiok Pa Tay
A. Woman
With cross-reference B. person with higher position
C. Mature person
Pa Tay, Tiok
D. Visitor
See: Tiok Pa Tay E. The individual then each person in the
group
 CHURCHES, SCHOOLS AND ORGANIZATION
 In the names of churches, schools, clubs,
and similar organizations, the general rule is
to index the name in the order of the word
that is most important or the most clearly
identified the organization. Conjunctions,
articles, and preposition are disregarded.
Example:
Alliance of Drivers Association- Alliance (of) Drivers
Association
Holy Angel University- Holy Angel University
University of the East- University (of the) East
San Beda College- San Beda College

 Making introductions HANDLING INCOMING AND OUTGOING MAILS

Importance of Handling Incoming Correspondence * Rush
* Personal
1. One of the executive most time-consuming * Confidential
yet important daily tasks is the assimilating of - Any telephone message or mail that you know
information from the countless sheets of paper your boss is eager to see should be treated as
addressed to him. priority mail.
2. All the incoming communications affect what 3. General Business Mail - relating to office
he must do and whom he must see, and their operation, which is to be opened as soon as
tone and volume influence how effectively he is possible. It includes:
able to do his job.
* Orders
3. Since the secretary is usually the first to * Remittance
receive incoming mail, she can save the * Inquiries
* Interoffice memo
executive both time and effort by her efficient
* Invoices
handling of the mail. * Reports
Supplies to be Needed when Handling Mail
1. Letter opener 4. Bulk-matter category includes:
2. Ruler * Newspapers
3. Tape * Books
4. Staple remover * Magazines
5. Stapler with * Circulars
staple wire stamp * Catalogs
6. Colored pencil/pen *Packages
7. Paper clips
- Circulars, packages, publications, and other
8. Folder marked “INCOMING MAIL”
9. Stamp pad less urgent materials which are ordinarily
10. Date of rubber processed only after all mail has been
opened.
- Although you opened this material last, do
CATEGORIES OF MAIL
not assume that it is unimportant.
1. Personal mail - which is not to be opened.
STEPS IN HANDLING INCOMING MAIL
2. Priority mail - which is to be opened 1. Sorting
immediately. 2. Opening the mail
3. Removing the contents
The type of service used by the sender is one clue 4. Date and Time Stamping
to priority mail like: 5. Routing
6. Preparing mail for presentation
* Telegrams
7. Presenting the mail
* Registered mail
* Airmail
* Insured mail
* Special delivery
* Certified mail

GUIDELINES WHEN SORTING THE MAIL

Other items that are considered priority mail are
those marked:
1. When you first begin to work for your employer,
ask about which incoming mail or the items he or
she wants to see.
2. You should know the difference mail categories
and arrange the mail according to its category.
GUIDELINES WHEN OPENING THE MAIL
1. Opening the envelopes by hand
 A secretary should open the boss’s mail
with a hand-held letter opener.
 Opening envelopes by hand can be speeded
up by stocking the envelopes face down so
that the flaps are on the right ( or left if you
are left-handed)
2. Mail opened by mistake
 To guard against the possibility of opening
other people’s mail by mistake, check the
addresses on the envelopes as you stock
them for opening.
 If you do happen to open a letter by
mistake, reseal it with tape, mark it
“OPENED BY MISTAKE”, and sign your name.
3. Opening packages
 Open packages with scissors, a heavy-duty
razor, or a knife.
 Take care to avoid hurting or damaging the
contents.
 If a letter is enclosed with a packages place
it with the general business mail.
4. Personal Mail
 Do not open personal mail unless you are
authorized to do so.
 Although it may be difficult to tell whether
mail is personal, most mail is identified by
the word PERSONAL OR CONFIDENTIAL on
the typed envelope.
 If you open a personal letter by mistake
follow the steps.
5. Interoffice mail
 Interoffice mail is seldom sealed unless the
contents are confidential or valuable.
GUIDELINES WHEN REMOVING THE CONTENTS
1. Special care must be taken care when removing
the content from the envelopes. You might
overlook something and throw it away in a
supposedly empty envelope.
2. An enclosure should be attached immediately to
the letter it accompanies. Large enclosures should
be fastened at the back of the letter. Small
enclosures such as cards, pictures, brochures,
should be attached to the front.
3. Check every letter for enclosures. As you open
the letter, glance at the lower left corner for an
enclosure notation.
DISPOSITION OF THE ENVELOPE
Here are some reasons why the envelope may
be needed:
1. If the envelope contains a payment for
something, the post mark on the envelope
determines that payment was mailed within the
discount period.
2. The letter may not contain a return address and
the envelope might have the information, in such a
case, staple the envelope to the letter.
3. If the letter has been delayed in transit, the
envelope will tell when it was mailed. This will give
the executive a chance to explain why the answer
was delayed.
GUIDELINES IN DATE AND TIME STAMPING
All incoming mail should show the date and time of
receipt. Such information can be important.
DATE STAMP:
1. If there was a delay between the time the item
was mailed and the time was delivered, the date
and time stamp will show up this discrepancy.
 2. The date record also serves as a reminder to
whoever is processing the mail that time is
passing and prompt action is desirable.
3. Stamp every letter in the same place,
preferably in the upper right- hand corner or in
the space between the letter head and the
body of the letter.
4. Use the rubber date stamp that prints:
RECEIVED, and the month, day and year plus
add your initials.
5. When a stamp is not available write the
above information in longhand.
TIME STAMP:
1. The exact time that mail is received is also
important.
2. Always include the time that mail was received
by your office. This information is useful especially
in processing orders or in maintaining customer
credit records.
GUIDELINES IN ROUTING MAIL
1. A further step in the mail-opening process is
that of routing mail to other offices.
2. The routing can be done by attaching to the
item a routing slip containing the names of
those who are to see it. You would prepare such
a slip as you process the mail and attach it to
the material to be routed.
3. Many secretaries have found it helpful to
keep a log of everything they route to anyone
else. Such a log would contain the date, the
type of material, and the name of the person to
whom the item was sent. This record can be
very important in case papers are misplaced.
EXAMPLE OF ROUTING SLIP
ROUTING SLIP
To:
Date:
Message:
 Please RUSH
 Please attend
 For your information
 For your comments
 For your approval
 For your signature
Signature of the Sender
GUIDELINES WHEN PREPARING MAIL FOR
PRESENTATION
Many executives are hard-pressed for time to read,
comprehend, and react to everything that finds its
ways to their desk. A secretary can help her boss
digest material by highlighting important facts.
1. Scanning – means reading something quickly in
order to grasp the important points. When you
scan, give full attention to what you read, keeping
in mind these questions:
a. What is the subject of this matter?
b. What are the facts?
c. What problems are raised?
d. What action is desired?
e. What are materials needed to make the
necessary action?
2. Underlining – after you have scanned an item
and have grasped its major ideas, underline the
important points – the who, when, what and why
of the communication. Underline only the key word
or phrases.
3. Annotating – after scanning a letter and
underlining the important points, you are ready to
annotate.
a. Begin by verifying all computations and price
quotations.
b. Next assemble previous correspondence and any
other related material.
c. Make marginal notation on the letter about possible
action or reactions to the writer’s ideas or requests. For
example, if the writer asks for a report or a brochure,
attach the material and note on the letter that the
requested item is attached.
4. Make a note on your calendar – also make a
practice of noting on your calendar or in your
tickler file anything that requires follow-up. Then
your employer id relieved of any concern in the
matter.
GUIDELINES WHEN PRESENTING THE MAIL
1. Present the mail to your boss according to its
priorities.
2. Or you may put it in a folders marked
“INCOMING MAIL” and place it in a conspicuous
spot on his desk.
3. You may use a “pocket organizer” for preparing
mail with separate pockets for the various
categories of mail.
HANDLING SPECIAL SITUATIONS
REFUSING MAIL
1. If a letter or package arrives that required a
signature from the receiver (registered, certified, or
insured mail), and it has been sent to the wrong
address, the secretary refuses to accept it.
2. The other type of mail is usually merchandise
that has not been ordered but that has been sent
with the hope that the receiver will be induced to
pay for it. Such material can be released in the
original envelope and marked “Return to Sender”.
FORWARDING MAIL
1. If the mail is addressed to someone who has
never been with your organization, you write “Not
known at this address” on the envelope and put it
in the outgoing mail.
2. When you know where the person can be
reached (a former employee for example) cross out
the incorrect address and write in the correct one
before putting the item in the outgoing mail.
Office Procedures Reviewer
Lesson 1:
THE PROFESSIONAL OFFICE WORKER
OFFICE
 it refers to any physical structure where
business transactions are being held.
 It is the nerve center of a modern business
enterprise where the day-to-day happenings of
the business are being planned, processed, and
recorded.
BUSINESS ENTERPRISE
 it is an organization by means of which the
capital, talents, ideas, skills and physical
exertion of efforts
of a host of individuals are coordinated to produce
salable goods and/or services in order to attain their
further objectives.
 it is an association formed towards the
attainment of a predetermined objective which
contains the 5 elements:
1. manpower
2. capital
3. machineries/equipment
4. methods-techniques/strategies
5. market the transferring of goods &services from the
producer to the consumer.
OFFICE STAFF
 it is the backbone of a business organization. It
is composed of the office workers who create,
collect, process, use, store and provide business
information.
BUSINESS INFORMATION
 consists of any information needed by the
company to determine its objective and the
means of accomplishing them.
OFFICE WORKERS
 are the members of the office staff who
expedite the day-to-day operations of the
company.
MOST COMMON FORMS OF BUSINESS ORGANIZATION 3. Career Service Sub professional Examination

1. Single or Sole Proprietorship – ownership is vested in ADVANTAGES OF OFFICE WORK

one person. It  Attractive salaries and wide range of benefits
is small and readily established under the control of one  Opportunities for advancement
man.  Pleasant working condition
 Jobs are everywhere.
2. Partnership - is a medium-sized business organization
 Positions are open to all.
where two or
more persons bind themselves to contribute money,
property or labor to BASIC SKILLS REQUIREMENT
a common fund with the intention of dividing the profits
among  Skill in communication
themselves.  Spelling proficiency
 Math proficiency
3. Corporation- it is a legal entity or structure created  Legible Handwriting
under the  Human Relations Skill
authority of the laws of a state consisting of group of
persons who SPECIFIC SKILL REQUIREMENT FOR OFFICE JOBS
became shareholders.  Skill in typing
 Skill in shorthand
DIFFERENT KINDS OF BUSINESS ENTERPRISE  Office machine operation
 Filing, telephone techniques, mail handling
 Production  Communication skills
 Marketing  Skill in computing basic mathematical
 Advertising procedures
 Insurance  Skill in human relations.
 Education
 Publishing 6 CATEGORIES OF DUTIES AND RESPONSIBILITIES OF
 Banking OFFICE WORKERS
 Medical
 Real Estate 1. ADMINISTRATIVE DUTIES – include the ability...
 Legal
a. to manage your work and time
FACTORS TO BE CONSIDERED WHEN CHOOSING THE b. to get along with others in the office
KIND OF COMPANY YOU WANT TO BE CONNECTED c. to locate business information quickly
WITH: d. to receive callers
 field of interest e. to make appointments
 training f. to handle meetings & conferences
 educational attainment g. to order supplies
 health h. to make travel arrangements
 values in life
 location 2. COMMUNICATION – include the ability...
 opportunities for advancement
 salary & other benefits a. to handle mail
b. to use shipping services
TWO KINDS OF BUSINESS ENTITY c. to handle telephone calls
1. Privately owned d. to handle other methods of telecommunication like
2. Government owned fax machine.

GOVERNMENT EXAMINATIONS
1. Civil Service for Stenographers Examination
2. Career Service Professional Examination 3. RECORDS MANAGEMENT
a. to do basic filing systems 1. Clerk-typist
b. to have knowledge of records 2. Filing clerk
management procedures and how to 3. Receptionist
organize & control filing system. 4. Telephone Operator
5. Secretary in a small or medium-size office
4. PROCESSING WORDS 6. Data Encoder
7. Office Staff/Assistant
 Word Processing - is the total system that uses
people and machines to produce written SPECIALIZED SECRETARIAL JOBS
communication.
1. LEGAL SECRETARY
It includes the ability:  You may work for a lawyer, a law firm with a
a. to type letters, reports & other business papers number of lawyers or a large corporation.
b. to proofread  You need to have good typing & communication
skills.
 Proofreading – is the act of reading a typed or  You should be familiar with legal terminologies.
printed documents to find and correct errors.  You should be good at dealing with all types of
people.
c. to take & transcribe dictation
d. to use the word processing machine 2. MEDICAL SECRETARY
 You may work for a doctor, in a hospital or clinic.
5. REPROGRAPHICS  You must be familiar with medical terminology.
a. to operate the various copying and duplicating  Duties of medical secretary
machine.  Completing hospitalization forms, making
appointments, ordering medical supplies,
6. COMPUTING, ACCOUNTING & DATA transcribing record of patients & preparing
PROCESSING patients for examination.
 You need to per perceptive and sensitive in the
needs or clients.
a. basic ability to calculate
b. to keep financial records 3. TECHNICAL SECRETARY
c. basic knowledge of data processing  May work in an engineer’s or a scientist’s office.
 You will prepare correspondence containing
 DATA PROCESSING – involves taking formulas, equation and statistical calculations.
unorganized facts and arranging them in
such a way as to obtain the desired 4. EDUCATIONAL SECRETARY
information with the use of high speed  May work at elementary, secondary, college or
electronics equipment like computer. university.
 Deals with administrators, teachers, students,
Lesson 2: parents and the general public.
 Must be able to relate a wide range of age
Secretary’s Role in Business
groups and different need of various individuals.
 Duties of educational secretary
SECRETARY
 Ordering books, filing grades, preparing class
an assistant to an executive possessing a mastery of
schedules, working on the budget, handling
office skills and ability to assume responsibility without
inventory, typing tests, etc.
direct supervision, who displays initiative, exercises
judgment and makes decisions within the scope of
authority.

The term “secretary” really means keeper of secrets.

HOW TO DEVELOP DESIRABLE PERSONAL QUALITIES
STARTING POSITION FOR SECRETARIAL COURSE
1.Create Professional Image
a. Clothing
 “You are what you wear”.
 Well dressed person is one who wears clean,
neat appearance clothes that are appropriate
for the situation.
 
b. Grooming
 It begins with personal hygiene. It includes
personal cleanliness, care of the hair, skin,
hands, and make up.
c. Posture and Poise
 Good posture projects a positive image.
 Check your body alignment whether you are
standing, sitting, or working.
 Good posture is also important for health
reasons.
 Poise defined as “balance and stability”.
 It is the ability to appear calm, confident, cool,
relaxed, and composed even in a difficult
situation or person.
 
d. Speech
 The quality of your voice has an impact on your
total personality.
 You should have a pleasant, clear, well-
controlled, attractive voice.
 Refinement and good breeding is reflected on
the kind of language you use.
2. Cultivate personal qualities
a. Adaptability
 Turns out good work under unusual
circumstances or in new environment.
 Responds to sudden changes in instructions.
 
b. Attendance and punctuality
 Reports for work consistently.
 Ready to start work upon arrival.
 
c. Attitude
 Refers to person’s outlook or disposition
 Avoids complaining
Excellent team worker, pleasant and
cooperative
d. Dependability
 Completes tasks accurately and on time
 Willing to make personal sacrifices for the call of
duty.
e. Loyalty
 Should believe in the company as a whole – in
its objectives and its management.
 Understands her boss’s weaknesses and does
not reveal them to others.
 
f. Good Judgment
 Solves minor problems on his own and makes
decisions on his work.
 Arrives at decisions, considering all choices
available, with the best interest of the company
in mind.
g. Initiative
 Identifies accurately what needs to be done and
follows through with a task without being told
to do so.
h. Tactfulness
 Means doing and saying the right thing at the
right time and in the right place.
i. Ability to communicate ideas effectively
 Means you should be able to express your ideas
clearly since the secretary often speaks for her
boss.
 
j. Cost-consciousness
 Means you should know how to budget her
time and carefully organize her work so that no
time, money and effort will be wasted.
Human Relations
-is the art of getting along with different kind of
people.
HOW TO BUILD HUMAN RELATIONSHIPS IN
THE OFFICE
1. Be sincerely friendly and polite to everyone.
2. Advance on your ability and merit.
3. Avoid Arguments.
4. Do not involve yourself in gossip.
5. Learn to accept justified criticism.
6.Give credit and praise to others.
7. Possess a positive mental attitude.
8. Be genuinely interested in others.
9. Take time to be helpful.
10. Be considerate.
11. Learn the preferences, priorities, and work
habits of the boss.
 12. Develop a sense of humor. Your Responsibility and Your Actions
13. Be tactful. 1. Answer telephone calls promptly.
 Consider every call important: Answer on the first
LESSON 3: or second ring and be ready with a pencil and
HANDLING OF INCOMING AND notepad for writing.
OUTGOING TELEPHONE CALLS
2. Identify your company, greet the caller and identify
yourself courteously.
HOW TO ACHIEVE GOOD VOICE
 Greet in an alert and friendly manner:
The quality of your voice is dependent upon these 6 WAYS OF IDENTIFYING YOURSELF WHEN
factors: ANSWERING THE TELEPHONE
1. RATE OF SPEED
 This refers to the fastness or slowness of speed 1. Name of the company and greet the
in talking. caller.
2. PITCH OR TONE 2. Name of the company and offer to help.
 This refers to the highness or lowness of your 3. If the call has been referred to you by
voice. the telephone operator: Department
3. TIMBRE OR RESONANCE and offer to help.
 This refers to the vibration produced in your 3. Screen the caller tactfully.
mouth, throat and chest in voice production.  HOW TO SCREEN THE CALLER
4. VOLUME
 It refers to the degree of loudness and softness (Information that the secretary should find out about
of your voice. the caller)

5. ENUNCIATION AND PRONUNCIATION 1. Complete name of the caller

 Enunciation is the process of sounding each
2. Position of the caller
letter clearly and distinctly.
3. Company represented by the caller.
 Pronunciation is combining of syllable into
words. 4. Telephone number of the caller. (for returning
the call)
6. DICTION
5. Person the caller wants (get the complete
 It refers to the right choice of words especially with
name)
regard to correctness, clearness or effectiveness.
Purpose of the call (message of the caller)
HOW TO CREATE PROFESSIONAL IMAGE OVER 4. Classify the call.
THE TELEPHONE
Determine carefully types of calls such as:
1.Be natural.
2. Speak clearly and distinctly.  Routine calls you can handle.
3. Smile. Develop a “voice with a smile”  Call that the boss must handle.
4. Be alert.
5. Use the caller’s name.  Call that must be referred to another person or
6. Visualize caller office.

5. Take messages.
 Be helpful. When the person asked is not
available, offer to take messages to avoid repeated
calls. Get the Name, office, telephone number of
the caller & other important details about the call).
Repeat the message to be sure that you took it
SEVEN STEPS IN HANDLING INCOMING CALLS down accurately.
6. End the call courteously. 4. Take down notes on the conversation.

 Always end a call with goodbye. Wait for the caller  Write down accurately:
to hang up first before you replace the receiver
*Names, dates, time, number, places
 Thank the caller graciously for the info you 5. Terminate the call
received or for the message.
You may say:
7. Accomplish the message slip and forward it to the
person concerned for appropriate action. “Thank you. Goodbye.”

HELP THAT YOU CAN OFFER TO THE CALLER

1. Take the message.

2. Advise the caller to call back.

3. Get the telephone number and offer to return

the call.

HOW TO USE TELEPHONE DIRECTORY

a. Subscribers List (white pages)
b. Commercial and Industrial Subscriber (yellow
pages)

LANDLINE PHONE FEATURES

1. Caller ID
2. Call Waiting
3. Call Forwarding
4. Speed Calling/Dialling
5. Three Party Conference

HANDLING OUTGOING TELEPHONE CALLS

1. Prepare for the call
Write down on a notepad:
Ex. Mr. John Lloyd Cruz
632-7776
Department of Justice
Message: Confirm his appointment for
September 27 at 10am.

2. Place the call.

Dial carefully & unhurriedly.

3. Identify yourself, your company and state

your purpose.

Ex. This is John from the DOJ. Please tell Atty. Mejia
that Atty. Lim is expecting him to be at our office
tomorrow at 10am for his appointment.