I. OBJECTIVE
1. To list the basic office skills that every office employee must possess
2. To provide guidelines on the proper way of doing the basic skill set indicated in this policy
3. To maintain professionalism by creating and mandating standards in the company
II. DEFINITION OF TERMS
(Not Applicable)
III. GENERAL POLICIES
To be better performing, each and every office employee must be knowledgeable enough on the following clerical duties:
I. Answering the Phone
1. Greeting – Employees must be polite and pleasant when answering phone calls. Use the standard greeting, “Hello! Good morning/afternoon/evening!” Do not state the name of the company as we are a multi-company (GJVI, Fondre, Grandis); this is to avoid confusion on the other line.
2. Call Transfer – To transfer a call that is meant for another employee or department, press the appropriate transfer button or press “flash” then the local line or number. Before transferring the call, put the caller on hold by informing him/her about the transfer.
3. Return Call – If the employee that the caller seeks is not available (ex. Employee is talking to another line/ on a meeting/ inside the restroom, etc.), just ask for his/her contact details so the certain employee may call him/her back. Do not give information to the caller about the activities or whereabouts of the employee. On the other hand, inform the employee about the call as soon as possible. Leave a note on the employee’s desk or make a note for yourself to remind you to tell the employee as soon as you see him/her.
4. Spelling Out Loud – If you have to spell out a name or term to the person on the other line, use the Military Alphabet Code. Every employee must have it memorized.
| A – Alfa or Alpha | H – Hotel | O – Oscar |
V – Victor |
|
B – Bravo |
I – India | P – Papa |
W – Whiskey |
|
C – Charlie |
J – Juliet | Q – Quebec |
X – X-ray |
|
D – Delta |
K – Kilo | R – Romeo |
Y – Yankee |
|
E – Echo |
L – Lima | S – Sierra |
Z – Zulu |
|
F – Foxtrot |
M – Mike | T – Tango | |
|
G – Golf |
N – November | U – Uniform |
Note: For employees who are issued with company phones, it is your responsibility to monitor its outgoing calls, especially when other employees borrow your phone.
II. Sending and Receiving Fax Messages
1. Sending:
a. Cover Letter – In sending a fax message, use the official company cover page or fax header as the first page before sending your documents. Fill out the necessary details to ensure that your fax message will get to the right person.
b. Dial the Fax Number – Dial the fax number that you want to reach. The other line will either automatically send a fax tone or will have someone to operate and send a fax tone. Either way, once the fax tone is received, you can start sending your message by pressing the “Fax/Start” button.
c. Confirmation – Confirm receiving of the fax document by calling your contact person. State the number of pages that you sent to ensure that the other line received it all.
(Note: Make sure that your paper is of the right size and is facing down the machine.)
2. Receiving:
If you receive a call from outside the company, asking for a fax tone, do the following procedures:
a. Ask the name of the caller and the company he/she represents.
b. Ask about the document that he/she wants to send and to which department the fax message is intended.
c. Put the caller on hold. Confirm with the concerned department if they are waiting for the said document. If the concerned department does not know about the document and/or the company, politely refuse the caller and state that it is not allowed by the company to accept unsolicited documents. If the concerned department confirms it, get back to the caller and give him/her the fax tone.
d. Before giving the fax tone, ask for the number of pages that the caller will send. Ask if it includes a cover page and if the cover page is already included in the number of pages stated. Make sure that you get the exact number of pages.
e. Properly collate and clip the document. Have it properly received by the receiving employee by signing on the logbook intended in that purpose.
III. Sending an E-mail Message
1. Signing in – Open a browser (preferably, Google Chrome or Mozilla Firefox). Go to www.gmail.com and sign in your account by entering your company e-mail address and password.
2. Composing a message – Click “Compose” tab. Write the subject of your message on the subject line and your message on the body. Attach necessary documents by clicking the icon that looks like a paper clip.
3. Sending – Enter the e-mail address of the recipient on the “To” field. If you want to send the same e-mail message to your superior or another employee who is indirectly concerned with it, put his/her e-mail address on the “CC” field. Both “To” and “CC” receivers will see each other’s e-mail address as recipients. However, if you want to send a generic message to multiple recipients but you don’t want them to know exactly who are included in the list, enter their e-mail addresses on the “BCC” field. Click “Send”.
Note: Always input the recipient last to avoid accidentally sending an unfinished message. Do not use “CC” or “BCC” when sending an e-mail outside the company. Make sure that you have your signature.
IV. Photocopying
1. Turn on the photocopying machine.
2. Place the document that you want to photocopy facing down the glass screen. If the paper is short (not more than 8”x 11”), place it on the top-right side. If the paper is long (more than 8”x 11”), place it on the top-right side, with 1 inch allowance on the right side.
3. Press the button for “Lighter”, for normal documents. Adjust it to darker if necessary.
4. Double press “Start” to start copying.
5. Log-in on the logbook intended for the monitoring of photocopying.
*Note: Photocopying of personal files is strictly prohibited.
V. Receiving of Money
1. Transfer of outlet sales from one employee to another must be done with the use of Cash Pull Out Slip. Deposit slip for the banking of the said sales must be turned over to the Profit Center Section (PCS).
2. Transfer of money from cash disbursement must be done with the use of Cash Request form. Original receipts (OR), sales invoices (SI), or any applicable receipts must be given during liquidation.
3. The issuer and the receiver must both sign on the forms stated above as confirmation of the transaction or transfer of money that occurred.
Refer to Information Dissemination (both Internal and External) policies for additional guidelines and etiquette in properly doing the stated skills.
IV. PROCEDURE FLOWCHART
Flowchart Title
(Not Applicable)
V. REFERENCE/INTERFACE PROCESS
Document Title
1. Information Dissemination (Internal)
2. Information Dissemination (External)
3. Receipt and Transfer of Money and other items
VI. FORMS, RECORDS, AND REPORTS
Form Title
1. Cash Pull-Out Slip
2. Cash Request Form
3. Fax Header
