Deck 10: Scheduling Appointments and Receiving Visitors

Question 1

When you begin keeping your manager's appointment calender, which of the following should you learn?

A) Your manager's preferences for scheduling
B) How much time appointments should take
C) Which appointments should be given priority
D) All of the above

Answer 1

All of the above

Question 2

Office automation systems are available that enable the user to switch from one function to another with what simple keystroke?

A) Alt+Tab
B) Del+Enter
C) Ctrl+Alt
D) Ctrl+Enter

Answer 2

Alt+Tab

Question 3

Automated calendaring systems allow you to do all of the following EXCEPT

A) send selected automatic e-mail messages.
B) enter items in the tickler file.
C) add reminders.
D) note any items that need to be acted on at a definite time of day.

Answer 3

send selected automatic e-mail messages.

Question 4

Web-based calendars

A) are scaled-down versions of the all-in-one schedule, e-mail, and address book software that you find on your desktop computer.
B) allow you to store information online.
C) can be found free on the Internet.
D) All of the above.

Question 5

The next step that an office professional should take after establishing that his or her manager is the person the caller should see is to

A) interrupt the manager to ask if the appointment will be granted.
B) decline to place the appointment.
C) ask the caller to call again when the manager is free.
D) give the caller a definite appointment and tell him or her you will confirm this with your manager.

Question 6

Unless special arrangements have been made, a meeting between a subordinate and a manager is expected to be held in the

A) subordinate's office.
B) manager's office.
C) cafeteria.
D) conference room.

Question 7

Which of the following would you avoid doing when canceling an appointment your manager had made?

A) Offer to schedule another appointment.
B) Explain exactly why the manager is canceling the appointment in specific terms.
C) Mention the appointment must be changed.
D) Express regret on your manager's behalf.

Question 8

To leave the impression of a well-organized office for visitors to see, which of the following habits should you develop?

A) Follow through by clearing your desk of materials you are not using.
B) Remember that completion of each task includes "putting away".
C) Designate and use specific locations for supplies, files, and work-in-progress.
D) All of the above

Question 9

When a visitor who has an appointment arrives, you should

A) not keep a visitor who has an appointment waiting.
B) make the visitor feel comfortable and visit with him or her until it is time for the visitor's appointment.
C) allow the visitor to wait when more pressing work is due.
D) invite the visitor who must wait to reschedule the appointment.

Question 10

When needing to help your manager terminate a meeting with someone, your options are all of the following EXCEPT

A) send a text message to the manager's cell phone.
B) bring the next visitor to the door so the manager's present visitor will terminate the meeting.
C) find out ahead of time if your manager wishes you to aid in terminating appointments of visitors who overstay their time.
D) All of the above.

Question 11

To assure you are secure and safe at your office, you should

A) be aware of any procedures established to safeguard your personal security in your office setting.
B) be sure to lock your office door when you leave for lunch or to attend meetings.
C) not take security for granted.
D) All of the above.

Question 12

Which of the following guidelines should you avoid doing when a visitor is abusive?

A) Apologize if it is appropriate to do so.
B) Be diplomatic, courteous, and treat the abusive visitor with respect.
C) Listen to the visitor's spoken words, but also listen to the unspoken words--that is, to the visitor's tone of voice and body language.
D) You should tolerate the abuse to avoid the company possibly being sued.

Question 13

When someone whom the manager wishes to see calls to cancel an appointment, an efficient office professional will

A) discourage the caller from making another appointment.
B) tell the caller you will check with the manager to see if it is okay to cancel.
C) try to persuade the caller to keep the appointment.
D) offer to make another appointment.

Question 14

When a visitor must wait to see your manager, the office professional is expected to

A) immediately apologize and indicate the day has been hectic and explain in detail so the visitor will understand the delay is not your fault.
B) ignore the caller and continue working.
C) invite the visitor to have a seat, make them feel at ease, then continue working.
D) visit with the caller until the time of the appointment.

Question 15

When hosting international visitors an office professional should

A) research cultural attitudes about time in the visitor's culture.
B) locate the visitor's nearest consulate office.
C) learn a few words and phrases in the visitor's language.
D) All of the above.

Question 16

When receiving visitors, your duties are

A) to present a positive image for yourself, your manager, and the organization.
B) to help visitors, within the policy limitations of the organization, to accomplish their purposes for coming to your office.
C) to carry out your manager's wishes.
D) All of the above.

Question 17

When your manager needs special materials for a meeting, anticipate the needed items and have them ready. They might include all the following EXCEPT

A) brochures or handouts to be distributed.
B) notes taken during previous meetings.
C) a list of tomorrows appointments.
D) the presentation to supplement his or her speech.

Question 18

If a salesman drops in unexpectedly, ask the purpose of the visit to determine if

A) you should tell the salesperson your manager is not seeking the product or service.
B) you should offer to make an appointment for the salesperson with your manager.
C) the salesperson should see someone else.
D) All of the above.

Question 19

When a visitor indicates the nature of his or her visit is confidential which of the following are some hints to use to screen visitors?

A) Ask the visitor a direct question to see if the visitor will be evasive ore refuse to give the reason which would alert you the salesperson is trying to sell something.
B) If the visitor refuses to explain the purpose of the visit, try offering help.
C) Establish clear guidelines with your manager about screening visitors.
D) All of the above.

Question 20

When refusing appointments on those days your manager has blocked time to work, you should

A) not say your manager is solidly book with appointments unless it is true.
B) not pretend he or she is "In conference."
C) simply state your manager cannot crowd anything more into today's schedule.
D) All of the above.

Question 21

When someone requests an appointment by telephone or e-mail, establish immediately whether your manager is the person the caller should see.

Question 22

Every time you meet another person, whether a visitor or coworker, you are influencing that person's image of your company, department, or office.

Question 23

You need to keep two computerized calendars for your manager so either you or your manager can access the calendar at any time.

Question 24

Although certainly not necessary, some managers keep both paper and electronic calendars.

Question 25

Enter in your calendar all of your manager's appointments, including reminders of tasks that must be taken care of within a given time period and a list of all activities that must be followed through by your manager at the end of the day.

Question 26

Make tentative entries in your and your manager's calendar in ink because pencil will fade.

Question 27

Once each day, preferably at the end of the day, check your manager's calendar with your calendar to make sure all recorded appointments are identical in both calendars.

Question 28

When keyboarding a list of appointments for your manager, include the time, name of the caller, his or her affiliation, and purpose of the visit.

Question 29

Visitors usually pay no attention to clutter in the office, but are more concerned about the appointment he or she has with your manager.

Question 30

When your manager's supervisor requests a conference with your manager, the implied message is your manager will extend a courteous invitation to the supervisor to come to the manager's office.

Question 31

Until you know, anticipate your manager wants to be interrupted while someone is in his or her office so the manager can stay on schedule and be able to always see each person with whom he or she has an appointment.

Question 32

If the organization for which you work has a fully integrated electronic network, you will be able to use an electronic calendar to schedule all your manager's appointments.

Question 33

You can be expected to entertain visitors with conversation until your manager is free.

Question 34

Schedule appointments for your manager on his or her first day back after being out of the office.

Question 35

When the atmosphere within an organization is informal, employees call their managers by their first names when visitors are present.

Question 36

Gender and age are important when deciding whose name you state first in introductions.

Question 37

It it quite common for employers to post statements that the company is a bilingual company or office and to post pictures of bilingual employees for visitor's convenience.

Question 38

Be observant of visitors with special needs and offer to help rather than to wait to be asked.

Question 39

Most companies approve employees letting other employees use their access key to card to let them enter after regular business hours.

Question 40

Never assume based on the color of a person's skin he or she is from a certain country.

Question 41

Discuss the common uses of automated calendaring systems (electronic calendars).

Question 42

Identify the guidelines to follow when canceling an appointment for your manager.

Question 43

When preparing a list of appointments for your manager, what information should be included in the list?

Question 44

How would you handle interrupting your manager who has a visitor in his or her office when another
visitor arrives promptly for an appointment?

Question 45

Explain how you can help turn an undesirable situation into one that is satisfactory to both parties when
dealing with unwanted visitors.