Scheduling the reception of visitors on personal matters. The role of the secretary in organizing the reception of visitors. Organization of reception of visitors and work with written requests from citizens

3.4. Organization of reception of visitors

When organizing the reception of visitors, the secretary should take a differentiated approach to three categories: reception of representatives of other organizations, reception of employees of his organization, reception by personal matters... For the clear implementation of the procedures, the secretary is obliged:

1) develop a schedule of admission together with the manager;

2) follow the sequence of reception and the rules of conversations;

3) keep records of visitors;

4) document the decisions made by the head during the reception of visitors.

Accurate implementation of these procedures allows you to plan the current and future work of the head, to quickly and reasonably make decisions in the course of a personal decision.

Reception of representatives of other organizations

Reception of visitors is one of the most important tasks of the secretary. Further contacts with the company, the conclusion of agreements, therefore, and commercial success largely depend on the secretary's ability to work correctly with visitors.

The secretary should remember that a visitor of any rank, without exception, can enter the manager's office only after the secretary's report. The secretary shall personally report on representatives of higher organizations. After asking the visitor to wait, he enters the manager's office and announces the visitor waiting to be received. In this case, it is advisable to name the last name, first name, patronymic, position of the visitor and the question on which he arrived. The secretary can report to the manager about the visitor using an intercom and, having received consent to the reception, invites the visitor to go into the office. It is unacceptable to invite a visitor in outer clothing to the manager's office.

When organizing the reception of visitors, it is desirable to take into account a number of features.

1. A visitor can enter the reception at any time, so keep your workplace tidy at all times. An unpleasant impression is made by a cluttered table, unwashed cups, ashtrays with cigarette butts.

2. There must be a place in the reception where visitors can wait for the reception. In this area, you can place several chairs, a table with newspapers and magazines.

3. When receiving visitors who do not work in the organization, after the greeting, you need to find out their last name, first name, patronymic; the company represented and the position; purpose of the visit; availability of a preliminary agreement on a meeting with the head. Now usually the visitor hands the secretary business card... The secretary gets acquainted with its content, referring to the visitor by name and patronymic, invites him to sit down.

4. Be gracious, impeccably polite to anyone entering the reception area. Tear off your papers, interrupt phone conversation, in order to greet the visitor and learn about the purpose of his visit.

5. For successful planning working day of the manager, set the days and hours of reception of employees, bring them to everyone's attention. Try to use the set clock for this purpose.

6. An appointment log can be of great help. It will help you immediately determine the timing of the appointment, the nature of the issue and the composition of materials that may need to be prepared.

7. If the time of reception was agreed in advance, the secretary reports to the manager about the arrival of the visitor, if necessary, enters the office in order to hand over the business card, and then invites the guest into the office.

8. If a visitor came to the meeting unscheduled, and the manager for various reasons cannot accept him, the secretary may recommend contacting other competent employees of the company who are able to resolve his issue. If the visitor insists on the need to meet with the manager, the secretary suggests making him an appointment.

9. It is impossible to admit a breakdown of the appointed reception. A repeated call of a visitor can be regarded as disrespect for him personally and the company he represents. As a last resort, the secretary should apologize, justify the reason for the absence of the leader and once again point out the possibility of resolving the issue with other executives.

10. If the reception is canceled for a valid reason (illness of the manager, urgent business trip), the secretary must notify the visitors in advance about the cancellation of the scheduled meeting. The secretary agrees to schedule an appointment at another time, which will be convenient for the visitor.

11. When registering visitors for an appointment, the secretary should give his last name, first name and patronymic, telephone number for urgent inquiries and messages. It is better to make an appointment in advance.

12. Usually, the visitor arrives at the reception in advance, or he has to wait for the reception for several minutes. The secretary, having politely greeted the visitor, invites him to sit down. A few neutral phrases (such as the weather) can be exchanged to build positive contact and defuse tensions. At the same time, the secretary is not recommended to involve the visitor in a long, even very entertaining, conversation. This can distract from the purpose of the visit, throw off the business spirit.

13. If the visitor is visibly nervous, there is no need to explicitly reassure him. This can have the opposite effect. Better to distract the visitor with a light conversation on a neutral topic.

14. The secretary can help the visitor to prepare for the reception: listen to his arguments, answer questions (within his competence and within the confidentiality), look at the materials brought. In this case, the main thing is to show maximum tact, not to impose your own advice, but only to respond to the guest's request.

15. When should you offer tea or coffee to visitors? Then, when the manager is late, and a high-ranking visitor is waiting in the reception. In this case, drinks should be offered to all visitors present in the reception area. The secretary pours coffee and tea into cups and invites visitors, starting with women. If the manager asks to bring tea and coffee to the office during the reception, drinks can also be poured into cups in the reception area, placed on a tray. The secretary brings the tray into the executive's office. In addition to cups, a sugar bowl, napkins, cookies are placed on the tray. Another option is also possible. A teapot or coffee pot with ready-made drinks, cups, sugar bowl, napkins, treats are placed on the tray. The secretary brings the tray into the office, pours drinks into cups or, at the request of the manager, leaves the tray, and the manager himself serves himself and the guest.

16. During the reception, the secretary must transfer all incoming phone calls to himself. It is possible to tear the leader away from the conversation only in extreme, urgent cases.

17. If the secretary still has to contact the manager during the reception or break the order of visitors, you can refer only to the urgency of the issue, but not to its importance, since for each visitor his question is the most important.

18. When receiving visitors, the secretary should not forget about the need to maintain confidentiality. Do not leave a computer turned on with a monitor facing visitors. Do not leave documents available for reading on your desktop, even if the information contained in them seems unclassified to you.

If the visitor came without prior agreement, the secretary has the right to independently decide whether to report him to the manager immediately or make an appointment.

Hiring employees of your organization

When organizing the reception of employees of his institution on current issues, the secretary is obliged:

2) bring to the notice of all employees of the institution the reception hours on current issues;

4) inform the manager about the visitor using a selector or telephone.

Often, visitors go to an appointment with a manager with a question that can be resolved by another employee. The secretary must know very well the structure of the enterprise, the functions of the departments, the distribution of duties between the leading employees. In this case, he can determine with whom the manager should meet himself, and whom for a prompt resolution of the issue to send to another competent official.

When organizing the reception of business travelers and enterprises, the secretary is obliged:

1) find out the question on which the visitor arrived;

2) mark the travel certificate;

3) provide assistance in the selection necessary materials;

4) find out whether the traveled specialist is provided with a hotel; if not, then help in solving this issue, explain the most convenient transport route from the hotel to the institution.

ADVICE. If a delegation arrives at the reception, then you should take care in advance about the allocation of an employee of the organization who will accompany the delegation. If a foreign delegation arrives, you should take care of providing an interpreter, souvenirs for members of the delegation.

Reception on personal matters

The secretary should pay special attention to the organization of the reception by the head of visitors on personal matters.

When organizing the reception of employees of his institution on personal matters, the secretary is obliged:

1) know the circle of persons who have access to the head at any time, and let them pass freely;

2) inform all employees of the institution about the reception hours for personal matters;

3) determine the rules for the duration of the visit and warn the visitor about it;

4) inform the manager about the visitor using a selector or local phone.

When planning the reception of visitors, it is determined how often the manager will hold a reception on personal matters, on what days and hours. Depending on this, the secretary can record the appropriate number of people. So, for example, if the supervisor holds a personal appointment once a week, then the weekly appointment will be much fewer people compared to the number of people who signed up if the appointment is carried out only once a month. The time allotted for the reception is in direct proportion to the number of visitors.

It is not uncommon for a secretary to be present during reception of staff on personal matters, who keeps an entry in the journal. If during a reception a senior employee enters the office, the secretary should get up and leave the table to meet him, apologizing to the visitor. Having greeted the person who entered, you should tell him that you are receiving employees on personal matters, ask when, after the end of the conversation, the senior in position will be able to receive you. If it is an urgent matter, then after receiving the visitor, the secretary will have to urgently approach the employee.

During the reception on personal matters, the secretary keeps a journal where the date of reception, surname, name, patronymic, essence of the issue, surname of the receptionist, and the results of consideration are recorded. The secretary exercises control over the implementation of decisions made by the head.

V job description of the secretary in the section of duties, there is certainly a clause that states that the secretary must receive visitors. Thus, regardless of the scope of activity of the institution, organization, form, their form of ownership, subordination, etc. each secretary is associated with a specified activity. The secretary is responsible for scheduling appointments.

In each organization, the manager determines the days and hours of the reception of visitors. Before making an appointment, the secretary needs to make sure that the visitor has come to the address. Find out on what issue and try to get the issue resolved in one visit. Appointment is usually made in advance, while filling in the relevant sections in the register of visitors, which has the following sections:

Section date

· Surname, name and patronymic of the visitor;

· his address;

· essence of the question;

· Surname of the receptionist;

· Results of consideration of the issue.

As well as magazine form registration of visitors is often kept on registration and control cards. Technically, this form is more convenient: you can easily change the sequence of reception, during the analysis to identify the most frequently encountered questions and forms of their solution. Currently, registration of the reception of visitors is carried out more often in electronic form. It is recommended to divide the reception time into conditional intervals, with some margin.

The secretary has the right, stipulated in the job description, to determine also with whom the manager should meet himself, and who can be sent to his deputies or other responsible employees. In addition, the secretary regulates the reception of visitors, taking into account the importance of the issues on which they came: some of the issues need a priority solution, while others may not be resolved so urgently.

In the work related to the reception of visitors, such qualities of a secretary as benevolence, politeness, and courtesy are especially important. All experienced secretaries, as a rule, at the stage of compiling a list of visitors, based on the information available in it, are largely able to foresee tense situations associated with the appearance of a particular person. Secretaries are trying to plan their work in detail at this moment, to apply the existing experience.

For example, an agitated visitor does not need to be reassured, as this can only increase the tension. It is recommended in such a situation to show him genuine attention, sincere respect. Seeking advice, a hidden compliment will help calm the visitor. The reasons for openly conflict situations during the reception of visitors can be a disrespectful attitude towards him, neglect of his interests, rude behavior, and a long wait.

Considering the technology of receiving visitors, it should be emphasized that the secretary must remember an important rule for him: all visitors can enter the manager's office only after the secretary's report.

The secretary must personally report on important visitors. After asking the visitor to wait, he enters the manager's office, half-closing the door, and informs about the visitor who is waiting for an appointment. When reporting on a visitor, it is necessary to clearly state:

· Surname, name, patronymic;

· Position or address;

· The question on which the visitor arrived.

If the manager is ready to receive the visitor, then the secretary invites the visitor to enter. At the same time, the office door opens wide and the secretary, holding it, makes way for a passage. After the visitor has entered the office, the secretary tightly, but without knocking, closes the door.

When organizing the reception of employees of his institution on current issues, the secretary is obliged:

Know the circle of persons who have access to the manager at any time, and let them pass freely;

To inform all employees of the institution about the opening hours for current issues;

Determine the rules for the duration of the visit and warn the visitor about it;

Inform the manager about the visitor using a selector or local phone.

Information about the reception procedure is displayed in a conspicuous place: in the form of a small announcement or the secretary makes sure that a table is posted on the doors of the reception, indicating the days and times of reception of visitors. At the request of the head, the secretary must be able to prepare and serve tea or coffee to the head and visitors, members of the delegation.

At the same time, the dishes should be perfectly clean, tea or coffee should be prepared in the reception, then poured into cups and brought into the manager's office on a tray. Typically, customers take the cups from the tray themselves.

You can arrange cups according to the number of visitors on the table before they arrive, if coffee and tea are brought into the office in coffee pots after the arrival of visitors and poured in their presence. There must be napkins on the table.

As a rule, coffee and tea are served with cakes, cookies, sweets. You can also put on the table bottles with mineral water and glasses according to the number of visitors, a key to open the bottles.

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Good afternoon friends!

One way or another, we all have to contact government bodies... Take a certificate, register, deregister, register, etc. And each time you have to stand in queues for many hours for one or two cherished pieces of paper or stamps. In today's article, I would like to talk about how we personally fight against queuing problem(there is a fairly large flow of visitors in our Office [UFRS for the Kurgan region], so the task is quite urgent).

Immediately I want to make a reservation about the purpose of the article:

First, I would like to show how you can in simple ways solve complex problems. It is not necessary to buy fancy software, install, configure, etc. Some things can be solved quite gracefully, there would be, as they say, a head and hands.

Secondly, I would like to shake the belief that government agencies are a kind of soulless bureaucratic machine that uses outdated technologies and methods of work. Of course, they do not always keep up with the times, but there is also a positive experience. I would be glad if, after reading it, someone can take a different look at our work.

Task

So, to begin with, I will describe the problem that we are solving. When there is a reception of visitors, the main problem is, of course, the queue. One of the departments accepts just on our floor, so 10-15 people are constantly sitting in the corridor. This, alas, is the real picture. The ideal picture should look like this: every visitor knows exact time when you should take it exactly, and comes 5-10 minutes before that time. The entire reception schedule is clearly scheduled, 2-3 people are waiting in the corridor, no noise. This approach is called "Electronic queue" and is already used in some places (in banks, private medical clinics etc.)

Ideally, enrollment in an “electronic queue” should be accessible from anywhere.

Option one: a person calls on the phone, calls his full name, a specialist writes it down at the right time.
Option two: through the information and reference terminal.
Option three: via the web interface (right on the official website)

Plus, of course, all this should be implemented in a convenient way so that everything is immediately visible, and the addition of a person occurs with a minimum of mouse movements.

Implementation

The entire system was written in PHP and runs on a local web server. To enter the system, a specialist just needs to open a browser (click on the shortcut on the desktop) and log in.

By default, the entry for the current date is shown (pictures are clickable):

You can watch any other day:

A bit of clarification:
The entire working day (from 8 am to 8 pm (with a margin)) is divided into 4 intervals of 3 hours each. Each interval is further divided into "quanta" of time (10, 12, 15, 20, 30 or 60 minutes) - the time of reception of one visitor.

The system takes into account all work schedules, lunch breaks and pre-holiday days. Inactive cells are grayed out.

White blank cells are active. After clicking on it, a form for entering the name of the visitor opens on top. One visitor can occupy several cells (if he needs to issue several documents).

Yellow cells are occupied. Green - a visitor came, red - did not come (needed to collect statistics). In case of refusal of a visitor, our specialist can delete him and overwrite a new person on the vacated cells.

In general, the interface is quite clear and after a couple of explanations, everyone began to use it with confidence.

Technical implementation.

As I mentioned above, everything is written in PHP. It turned out that everything is not as scary as I thought at first - everything fit into two main scripts + several auxiliary ones responsible for asynchronous information updating every minute (I actively used AJAX requests). The whole work took about two weeks.

Benefit.

The benefits are obvious - already according to the results of the first week, you can see how visitors occupy all the cells quite densely (they rarely remain free). That is, the system really works! Now the recording is done only by phone and so far only in one department. The unloading of our specialists is also evident - before, it’s a shame to admit, they kept a preliminary record in the Excel file. Plus, of course, an even reception of citizens throughout the day (it happens that everyone comes in in the morning, and in the afternoon, on the contrary, there is no one else).

We will expand further. To be honest, it will be more difficult and more interesting at the same time.
First, we will implement it in the second department (two windows work there by appointment).
Secondly, it is necessary to write an algorithm that will automatically calculate how long it takes to receive a visitor - depending on the number of documents, the type of registration, etc.
Thirdly, we will introduce a pre-registration system at the information terminal and on the official website. That is, it will be possible to independently (!!!) go to the site, see free cells, choose suitable ones and sign up for this time. Agree, this is much more convenient than sitting in lines. Or come and find out that, it turns out, there is no reception today.

I would be grateful for your comments, I am ready to answer your questions.

Reception of visitors can be divided into three types: reception of employees of your institution by current affairs; receiving representatives of other organizations, including delegations; reception of visitors on personal matters.

The secretary is obliged to: make sure that a sign is posted on the doors of the reception room indicating the days and times of the reception of visitors; keep a record of visitors and monitor the implementation of decisions taken during the reception; monitor the order of reception and the time of the conversation. It is better to make an appointment in advance, making appropriate entries in the register of visitors.

If the visitor came without prior agreement, the secretary has the right to independently decide whether to report him to the manager immediately or make an appointment. In case of refusal, the secretary tells the visitor the exact date and time when he will be received.

When organizing the reception of employees of his institution on current issues, the secretary is obliged:

know the circle of people who have access to the manager at any time, and let them pass freely;
inform all employees of the institution about the opening hours for current issues;
determine the rules for the duration of the visit and warn the visitor about it;
inform the manager about the visitor using a selector or phone.

Often, visitors go to an appointment with a manager with a question that can be resolved by another employee. The secretary should be aware of the division of responsibilities among the senior staff of the institution in order to refer the visitor to a competent staff member.

When organizing the reception of posted workers at the enterprise, the secretary is obliged:

find out the question on which the visitor arrived;
mark the travel certificate;
assist in the selection of the necessary materials;
find out whether the traveled specialist is provided with a hotel; if not, then help in resolving this issue.

If a delegation arrives at the reception, then you should take care in advance about the allocation of an employee of the organization who will accompany the delegation. If a foreign delegation arrives, you should take care of providing an interpreter, souvenirs for members of the delegation.

If necessary, at the request of the head, the secretary should be able to prepare and serve the head and the visitor (members of the delegation) tea or coffee.

You must not allow the reception to be disrupted for disrespectful reasons. If the manager to whom the visitor was invited is absent, it is necessary that the visitor be received by another competent employee. The secretary should in such a situation apologize for the absence of the leader and explain the reason for his absence.

The secretary should pay special attention to the organization of the reception by the head of visitors on personal matters. For this type of reception, the leader usually sets aside certain days.

During all types of reception, the secretary himself accepts all telephone calls, forwards to the deputy heads the questions that require an immediate solution.

At the end of the conversation and making a decision, the head writes himself or instructs the secretary to make a record of the results of the conversation in the appropriate registration forms. Control over the implementation of decisions made by the head is carried out by the secretary-assistant.

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