GUIDELINES TO NRDC feb 24 2014
GUIDELINES TO NRDC feb 24 2014 GUIDELINES TO NRDC feb 24 2014
Control Telephone UseIntroduction Make the telephone your servant--not your master! Use the phone only if it'sthe best means at the time to exchange information. Otherwise, use a memo,fax, e-mail, or personal visit.GuidelinesTo control time on the telephone, follow these tips:GuidelineDescriptionLog calls Track incoming and outgoing calls. About 20 percent ofcallers will call most.T el e p h o neL o gCluster callsScreen callsGet anansweringmachineAsk if--x These are the right people to be dealing with.x Misunderstanding is causing more calls.Schedule time to make and take calls:x Early morning when individuals are still in their offices.x Late afternoon when things slow down.Also tell callers the best time to call.Avoid interruptions, yet still be available. If youabsolutely can't be disturbed, ask a secretary (if one stillworks in your office) or a fellow action officer to screencalls.Give the person basic information to provide callers, soyou don't have to take the call. That may be all that'sneeded.If they still want to speak with you, your screener can takethe message and tell them you'll call back.Example: Sally is very involved in a hot project for most ofthe day. Can I help you, or can she call later?An answering machine or voice mail helps--x Screen calls.x Gain flexibility.x Save time.x Ensure important calls aren't missed.x Plan your responses.Caution: Don't abuse your answering machine or voicemail by becoming inaccessible. In your recorded message,tell callers when you'll return and refer them to anothername and number for help.NRDC GRC – Staff Handbook D-4
Control Telephone Use, ContinuedGuidelines(continued)GuidelinePlan callsTime callsGet to thepoint!Focus on callEnd callDescriptionBefore calling--x Write down talking points.x Have references ready.Reason: Avoids having to call back, because you--x Forgot a major point.x Couldn't find notes on discussion points.Develop a sense of passing time:x Place a clock near your telephone.x Use a three-minute hourglass as a reminder to limit timeof calls.x Always note the time when placing or taking calls.When the party answers--x Identify yourself.x State purpose of call.Note: A short exchange of pleasantries is fine, but don'tallow it to take up much of your time.Focus on the person at the other end:x Put everything else aside.x Be considerate--if unable to give undivided attention,call the party back.Don't:x Allow interruptions.x Put the caller on hold to attend to something else.When there's nothing more to discuss, end the conversation.Example: If running behind, have a call waiting, or mustattend a meeting--x Tell the other party why you must get off.x Courteously say good-bye and--x Hang up.NRDC GRC – Staff Handbook D-5
- Page 186 and 187: Information Briefing FormatsIntrodu
- Page 188 and 189: PreparationIntroduction This sectio
- Page 190 and 191: Preparation, ContinuedFocus onkey p
- Page 192 and 193: Methods of Presentation, ContinuedS
- Page 194 and 195: Visual Aids, ContinuedExampleThis i
- Page 196 and 197: Rehearsals, ContinuedCriticsCritics
- Page 198 and 199: Delivery, ContinuedInappropriateapp
- Page 200 and 201: ClosingIntroduction This section di
- Page 202 and 203: Chapter Summary, ContinuedKey point
- Page 204 and 205: Ethics and ValuesIntroduction Insti
- Page 206 and 207: Military Core ValuesIntroduction Th
- Page 209 and 210: Unethical BehaviorIntroduction This
- Page 211 and 212: Pressure to Produce ResultsIntroduc
- Page 213 and 214: Ethical Decision Making, ContinuedG
- Page 215 and 216: Chapter SummaryKey points This tabl
- Page 217 and 218: Appendix A--Informal Staff Language
- Page 219 and 220: Appendix A--Informal Staff Language
- Page 221 and 222: Appendix A--Informal Staff Language
- Page 223 and 224: Appendix B--Simpler Words and Phras
- Page 225 and 226: Appendix B--Simpler Words and Phras
- Page 227 and 228: Appendix B--Simpler Words and Phras
- Page 229 and 230: Appendix B--Simpler Words and Phras
- Page 231: Appendix C—Writing FormatsOvervie
- Page 234 and 235: Avoid Drop-In VisitorsIntroduction
- Page 238 and 239: Say No!Introduction If spread too t
- Page 240 and 241: Priority ListFormatUse a format lik
- Page 242 and 243: A Winning AttitudeIntroductionA win
- Page 244 and 245: BrainstormingIntroductionBrainstorm
- Page 246 and 247: Modified Delphi TechniqueIntroducti
- Page 248 and 249: Leading Change, ContinuedIntroducti
- Page 250 and 251: Leading PeopleIntroductionThis sect
- Page 252 and 253: Results DrivenIntroductionThis sect
- Page 254: Business AcumenIntroductionThis sec
Control Telephone Use, ContinuedGuidelines(continued)GuidelinePlan callsTime callsGet to thepoint!Focus on callEnd callDescriptionBefore calling--x Write down talking points.x Have references ready.Reason: Avoids having to call back, because you--x Forgot a major point.x Couldn't find notes on discussion points.Develop a sense of passing time:x Place a clock near your telephone.x Use a three-minute hourglass as a reminder to limit timeof calls.x Always note the time when placing or taking calls.When the party answers--x Identify yourself.x State purpose of call.Note: A short exchange of pleasantries is fine, but don'tallow it to take up much of your time.Focus on the person at the other end:x Put everything else aside.x Be considerate--if unable to give undivided attention,call the party back.Don't:x Allow interruptions.x Put the caller on hold to attend to something else.When there's nothing more to discuss, end the conversation.Example: If running behind, have a call waiting, or mustattend a meeting--x Tell the other party why you must get off.x Courteously say good-bye and--x Hang up.<strong>NRDC</strong> GRC – Staff Handbook D-5
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