Admin Chronicles

Is Chaos The Norm In Your Workplace?

2009-04-22T07:59:37-04:00

In many ways, it is your job to be the calm in the middle of a storm.

While the entire workplace may be in chaos, it’s up to the admin to know who needs to be where and when, locate all the necessary files and direct office communication.

Needless to say, managing this chaos can be a challenge. Jennifer at Tips for Admins offers some. She points out that the root cause of chaos is usually a problem with people, processes, or equipment.

Equipment problems are relatively easy to fix. If you have one copier and 35 people who need copies on a daily basis, make the case for an additional copier to solve your problem. If you have an inefficient contact management software package, you may be able to switch for one that works better.

Process problems are harder to identify but are also easily solved. It might be that there are duplicate processes, such as having to schedule appointments manually on two separate calendars.

Maybe there are inefficient processes that you can fix with just a little effort. In some cases, changing a process requires employer approval, but you should be able to build a case to support your position.

People problems are perhaps the most complex. Whether it’s poor communication or interpersonal conflict, personal problems can create serious chaos in an office. If you can’t address these issues alone, it’s usually best to involve your supervisor or your Human Resources department.

Identifying the causes of chaos is the first step in reducing its impact on your office.

When E-Mail Becomes A Big E-Pain

2009-03-19T08:00:00-04:00

Sometimes your family, friends and co-workers just don’t get it. Your work e-mail account is a tool to do your job, not a source of laughter or inspiration.

Yet, an admin’s Inbox will inevitably be bombarded with all sorts of unwelcome e-mails at one point or another.

So, what do you do? How do you get others to stop cluttering your Inbox?

Start with leading by example. Even if the joke you receive makes you laugh out loud or makes you cry, don’t send it from your work e-mail address. If you feel like you have to share the message, send it after work from your personal e-mail address.

Forwarding these types of e-mails sends the message that you’re happy to receive them, as well.

Another way to get control of this e-pain is to identify the most common source. Usually, you’ll find that the source of clutter comes from one or two people sending you the majority of these time-wasters.

Politely but firmly explain to the person that while you may enjoy some of the e-mails, receiving them at work interrupts your work processes and hurts your efficiency. Ask them not to send any more or to send them to your personal e-mail address.

Finally, it can be worth it to take the time to check the veracity of forwarded e-mails against a website like snopes.com. If the e-mail is an urban legend, let the sender know. Just turning people onto a site where they can check the truthfulness of an e-mail message before sending it to many people in false panic can often reduce the frequency of their e-mails.

What Makes A Truly Professional, Effective and Successful Admin?

2009-03-17T08:00:00-04:00

There are plenty of admins out there, but not all of them are professional, effective or successful.

It takes certain characteristics to be able to shine in the world of Administrative Professionals. If I’ve learned anything over the years, it’s that those characteristics don’t come naturally to everyone. They have to be carefully cultivated.

The International Association of Administrative Professionals (IAAP) lists several qualities an Admin should have. Among them are the ability to multitask, be flexible and work autonomously.

In addition, the IAAP suggests that the ability to master technology, manage projects, accept challenges and master interpersonal skills are essential qualities, as well. Take a look at the IAAP list and see how many of those qualities you have, and which ones you need to work on.

Ultimately, two core characteristics are requisite to success as an admin: You have to be committed to the job and you have to be committed to self-improvement.

If you refuse to learn new skills or shirk your responsibilities, you’re not going to make it. You might be able to show up at work, meet the minimum requirements and then go home, but that won’t bring you success or fulfillment.

Only pushing yourself beyond your own boundaries and going beyond the call of duty can help you hit that next level. It’s the difference between having a job and having a career.

Once you have the twin qualities of dedication and self-improvement mastered, you can’t help but succeed as an admin.

Part 2: Who's Calling? Today's Rules of Telephone Ettitique

2009-03-12T08:00:00-04:00

Here’s part 2 of ASAP.org's article on telephone ettitique for today's workplace.

Let callers know whom they've reached. Answer with a phrase like, "Good morning, XYZ Inc., Sara speaking, how may I help you?" You might also include your department: "This is Mark Smith in shipping. How can I help you?"

Ask for permission to put a caller on hold. Then wait for a response. If a caller doesn't wish to be put on hold, give a specific reason why it's necessary: you're waiting for an answer from a colleague or pulling up a computer file. Callers like to know why they're being made to wait. On the other hand, no one needs to know your boss is in the restroom; just say he's away from his desk.

Keep the person on hold updated on the status of his or her call every 60 seconds, even if you don't have an answer. This tells callers you haven't forgotten about them. People appreciate having their time acknowledged. Ask if the person would like to continue to hold or would prefer to leave a message on voicemail.

Be polite if a caller has reached the wrong department. He or she may have been transferred many times before reaching you. If you can, determine whom they need to speak with.

Don't let angry callers get to you. Stay calm. Remain polite and diplomatic. Remember that the caller could be having a bad day, and anger on your part will exacerbate the situation. Show the caller you're willing to take the time necessary to resolve his or her problem. After a difficult call, center yourself by taking a deep breath. Be prepared to be upbeat and helpful to the next caller. Don't, however, let yourself be verbally abused. Follow your organization's rules for those situations.
Make sure a caller's needs have been met before hanging up. ("Is there anything else I can help you with?")

Leave brief, to-the-point voicemail messages.Speak clearly and slowly. Say your name and number at the beginning and again at the end of the message. If the voicemail system lets you play back your message, do so to make sure your message is clear.

If you get a wrong number, don't just hang up. Apologize to the person who answers. This is especially important now that everyone has Caller ID and instantly knows who just hung up on them.

Record a new outgoing voicemail message every morning.Leave key information on your voicemail: your name, organization and/or department, the current date, whether you are in or out of the office, when the caller may expect a call back, an alternate contact if the call is urgent, and that person's number. Your outgoing message should make callers feel that they are important and you will get back to them.

Follow these rules of telephone ettique and you're sure to be on top of your game. Also be sure to check out ASAPorg.com. It's one of my favorite sites for top admins!

Who's Calling? Today's Rules of Telephone Ettitique

2009-03-10T08:00:00-04:00

Here’s a great article that I found over at ASAP.org with today’s rules for telephone etiquette.

Although new technologies have changed the face of business, the need for proper workplace telephone etiquette has not changed. Every time you answer the phone, you not only represent your organization, but you may be the first—or only—contact a caller has with your firm. That person will remember that impression long after the call is over. Good telephone technique conveys enthusiasm and attention and makes the experience both positive and beneficial.

Here are some basic tips.

Pick up by the third ring if possible. Calls that get answered on the seventh ring send a message: Callers are not important to your organization.
Treat each call as if it's the most important call of the day. Don't allow yourself to be distracted by someone standing at your desk or an e-mail message on your computer screen.
Never interrupt. Listen closely to callers in order to understand their requests and problems. Give each person time to explain his or her situation. Listening makes callers feel that their problems are important.
Don't sound bored or indifferent. If you're bored, you'll sound bored. Put energy into your voice. Smile, and that will come through over the phone line.
Speak slowly and clearly. Don't slur or mumble your words. Be prepared to adjust your rate of speech to your callers' cues. If you're asked to repeat yourself, you'll know you need to slow down. Recognize that your voice may sound muffled when you're speaking through a telephone headset.
Don't eat, drink or chew gum. Aside from being extremely rude, these sounds become magnified over the phone and make your words difficult for callers to understand.
Don't cough, sneeze or clear your throat into the phone. If you must sneeze or cough, move the mouthpiece away and cover it with a hand. Or put your phone on mute for a moment.

Stay tuned for Part 2 of Who’s Calling? to learn more helpful tips for today’s telephone techniques.