Office Procedures, Mail Handling, Professional Image, and Human Relations

Comprehensive vocabulary flashcards detailing incoming/outgoing call handling, priority mail processing, business attire classifications, and cardinal rules for building positive human relations.

Screening Calls

The practice of using tact, courtesy, and good judgment to handle incoming telephone calls according to an employer's wishes and determining which calls should be referred to them.

Transferring Calls

Directing a caller to another person or section when their business pertains to that individual, such as referring a caller to Mr. Cruz in the Legal Department.

Routine Calls

Standard office telephone calls that involve requests for information, requests for appointments, or receiving information.

Calls for the Boss

Incoming phone calls categorized into four scenarios: the boss is in and free, the boss is in but does not want to be disturbed, the boss may be reached at another phone, or the boss is not in the office.

Handling Telephone Delays

The procedure of offering to call a caller back if a delay is expected to be long, or speaking to them every minute or so if they choose to hold.

Call Log

A complete record of all telephone calls kept to assist in daily matters and to provide value when tracing back phone conversations.

Evasive Problem Callers

Callers who refuse to give their name or claim their call is personal; the secretary should excuse themselves, press hold, and inform the boss of the caller's attitude.

Outgoing Calls Classes

The three general types of outgoing calls made for an employer: (1) transmitting a message, (2) obtaining information, and (3) placing a call.

Special Service Mail

The highest priority incoming mail category, which includes priority paid, certified, express courier, telegrams, and messengers' delivery.

Private or Confidential Mail

Incoming mail that should be delivered unopened; if opened accidentally, it must be resealed, marked 'Open in error', initialed, and accompanied by a personal apology.

Opening Mail Procedure

The process of tapping the lower envelope edge, placing envelopes face down with flaps in one direction, running through a letter-opening machine or slicing three sides with a paper knife, and thoroughly emptying contents.

Missing Enclosure Notation

The step of writing 'no enclosure received' beside the enclosure notation at the foot of a letter if a mentioned enclosure is missing, followed by notifying a responsible person.

Annotating Correspondence

Making pencil notes in the margins of received letters to indicate that requested appointments have been noted on executive calendars.

Mail Expected Record Sheet

A tracking sheet used to make a note of incoming mail that is expected to arrive under separate cover.

Routing Slip

A form attached to routine mail needing circulation so that information can be passed from person to person within departments or from department to department.

Reusable Circulation Envelope

An envelope used to circulate inter-office or confidential mail to more than one executive or section.

Business Formal Attire for Women

Professional dress consisting of a silk or dress shirt with a blazer, matching skirt or trousers, nude leather court shoes, and structured handbags like a satchel or baguette bag.

Business Formal Attire for Men

Professional dress consisting of a crease-resistant white cotton-blend shirt, a skinny silk tie, a pin-striped or plain cotton suit, a slim-fit leather belt matching leather oxford shoes or brogues, and plain cotton socks.

Business Casual for Men

A attire style featuring shirts and sweaters in a variety of colors and patterns, paired with slacks or corduroy pants, and relaxed but elegant shoes.

Business Casual for Women

A style featuring short-sleeved tops (sometimes with vests), fashionable combinations of tops, vests, and skirts, and open toe shoes.

Calling People by Name

A cardinal human relations rule where using a person's name personalizes the message, lowers their guard, communicates care, and establishes a bond.

Admitting You're Wrong

A cardinal human relations rule that involves setting ego aside to acknowledge personal errors, recognized as an honorable act in the workplace.

Holding People to High Standards

A cardinal rule of trusting others to do their best job, which encourages them to strive to meet expectations without disappointing.

Showing Sincere Interest

A cardinal human relations rule where one asks questions and remembers details about colleagues' lives and hobbies, even when sharing nothing in common.

Offering Praise

A cardinal rule focused on giving specific, aware praise and framing it as constructive advice from a trusted friend rather than giving generic compliments.

Keeping Your Word

A cardinal rule emphasizing the importance of following through on promises to maintain credibility and qualify for critical tasks.

Showing Gratitude

A cardinal rule that requires recognizing extra effort, thanking people when they do favors, and offering to return the favor.

Being Considerate

A cardinal human relations rule that involves thinking before speaking to avoid ambiguity, understanding others' viewpoints, and respecting differing opinions.

Giving of Yourself

A cardinal rule involving stepping outside of one's official job description to help colleagues with tasks without being asked.

Being Humble

A cardinal human relations rule of playing down personal successes and letting others discover your achievements naturally to earn genuine respect.

Helping Others Save Face

A cardinal human relations rule where one reassures a colleague after an embarrassing gaffe, minimizes its seriousness, or remains silent to prevent needless attention.