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PEER MENTOR TUTOR (PMT) PROGRAM HANDBOOK
2008
BLOOMFIELD COLLEGE
Bloomfield, NJ 07003
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TABLE OF CONTENTS
Message from the PMT Coordinators 3Mission Statement 4Staff Directory 5 Who to Contact for Materials, etc 6Academic Standing Policy 7Absence Policy 8Sexual Harassment Policy 9Confidentiality Policy 10Problem Resolution Procedure 11Contract & Timesheet Policy 12General Policies 13Workshop and Study Group Responsibilities 14Tutorial Session Responsibilities 15Computer Lab Responsibilities 16Front Desk Responsibilities 17Professional Appearance Etiquette 18Phone Etiquette 19 - 20Email Etiquette 21- 22Greetings & Introduction Etiquette 23
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MESSAGE FROM THE PEER MENTOR TUTOR PROGRAM COORDINATORS
September 2007
Dear Peer Mentor Tutors: We would like to welcome back the returning Peer Mentors Tutors and to wish a very warm welcome to the new PMTs. The Center for Academic Development greatly values the numerous and varied contributions which our Peer Mentor Tutors have made to our program. Whether serving as tutors and leaders to fellow students, collaborating with workshop and study group instructors, assisting at the front desk, or overseeing the CAD computer laboratory, our PMTs have consistently lent their time, efforts and many talents in support not only of other students but also to the work of the CAD staff. As the Peer Mentor Tutor Program has grown, the term “PMT” has become synonymous, to the entire college community, with intelligence, professionalism, reliability and maturity.
We both appreciate and take much pride in the many ways in which the Peer Mentor Tutors have contributed to the life and work of Bloomfield College. We have created this PMT handbook to set guidelines to assist you in your continued excellent work. Sincerely, Anna Fisher and Mary Ellen HaleyPMT Program Co-Coordinators
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MISSION STATEMENT
The mission of the Peer Mentor Tutor (PMT) Program is to nurture and promote the
leadership skills and academic excellence of the peer mentor tutors by encouraging them
to become leaders and mentors to other Bloomfield College students, and helping them to
succeed during their college experience.
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STAFF DIRECTORY
PMT COORDINATORS:
Mrs. Anna Fisher, Ms. Mary Ellen Haley,Assistant Director of Mathematics Assistant Director of English
Office: LRC #203 Office: LRC #003Phone #: (973) 748-9000 ext. 257 Phone #: (973) 748-9000 ext. 261Email: [email protected] Email: [email protected]
PMT STUDENT COORDINATOR
Aesha VakilOffice: LRC #003Email: [email protected]
CAD STAFF
Mrs. Patricia Arteaga, Mr. Emmanuel Ankrah,Director of Center for Academic Development Mathematics Specialist
Office: LRC #102 Office: LRC #101Phone #: (973) 748-9000 x258 Phone #: (973) 748-9000 x260Email: [email protected] Email: [email protected]
Mrs. Susan Cox, Reading Specialist
Office: LRC #101Phone #: (973) 748-9000 ext. 225Email: [email protected]
Mrs. Betty Heck, Mr. Brian LoRocco, Office Manager Administrative Support Staff, SOS Office: LRC Reception Area Office: LRC Reception AreaPhone #: (973) 748-9000 x256 Phone #: (973) 748-9000 x239Email: [email protected] Email: [email protected]
Ms. Danielle Walker, Mr. Sheldon Channer,Administrative Support Staff (evening) Sage CoordinatorOffice: LRC Reception Area Office: LRC #002Phone #: (973) 748-9000 x256 Phone #: (973) 748-9000 x115Email: [email protected] Email: [email protected]
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WHO TO CONTACT FOR MATERIALS
PATRICIA ARTEAGA ACF 94 Course and WorkshopTutorial Sessions
MARY ELLEN HALEY ACF 97 Course and Study GroupACF 86 CourseENG 107 WorkshopsPMT program
ANNA FISHER ACF 90 Course and Study GroupACF 92 Course and Study GroupMTH 110 WorkshopsPMT program
EMMANUEL ANKRAH ACF 88 Course and Study Group (evening sections)MTH 113 WorkshopsRecitationsESP WorkshopsOffice Management (evening)
SUSAN COX Reading SpecialistACF 96 Course and Study Group ENG 106 Workshops
BETTY HECK Office Management (day)
BRIAN LOROCCO Office Management (evening)SOS program
EDWARD LEVINE Payroll and Timesheets
SHELDON CHANNER SAGE program
PAM WEEKS Students with DisabilitiesStudy Skills
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ACADEMIC STANDING POLICY
The Peer Mentor Tutors are expected to be exemplary students. Below are guidelines for the standards which you are responsible to maintain so that you can set a good example for other students and assist them as tutors. A PMT is not merely a mentor to peers, but, by definition, should also provide academic assistance when needed. In order to do so, you must hold yourself to a high academic standard.
PMTs must have a minimum 3.5 G.P.A.
If a PMT does not maintain the G.P.A., the PMT will be placed on probation and given one semester’s time to improve the G.P.A.
If the PMT fails to improve the G.P.A. while on probation, then the PMT will not be allowed to tutor or be an assistant in a workshop. The PMT will only be able to work as the computer lab assistant or front desk assistant.
Once the PMT improves his/her G.P.A to the minimum requirement, then the PMT can approach the program coordinators to request becoming a tutor or workshop assistant once again.
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ABSENCE AND LATENESS POLICY
PMTs should be present and punctual for all assigned work hours. In case of absence or lateness, the appropriate persons must be notified in a timely manner by following the guideline below.
If absent/late on the SAME DAY of scheduled hours : (indicate the nature of the hours)
Day (8:00 AM – 5:00 PM): Contact Betty Heck or Brian LoRocco in person or by phone. If the call is directed to a voice-mail, send an e-mail to Brian and Betty, indicating the
absence/lateness.
Evening (5:00 PM – 9:00 PM): Contact evening secretary (Danielle Walker or Ed Levine) or Emmanuel Ankrah in person or by
phone. If the call is directed to a voice-mail, send an e-mail to the evening secretary and Emmanuel,
indicating the absence/lateness.
Saturday (10:30 AM – 2:30 PM): Contact Patricia Arteaga or Emmanuel Ankrah in person or by phone. If the call is directed to a voice-mail, send an e-mail to Patricia and Emmanuel, indicating the
absence/lateness.
If absent/late on FUTURE DATE of scheduled hours:
Send an e-mail to Brian LoRocco and Betty Heck, indicating the absence/lateness. The e-mail should be very specific with the date(s), times, and the nature of the hours that need coverage.
“NATURE OF THE HOURS” EXAMPLE
Dear Ms. Heck and Mr. LoRocco,
I will be absent on Monday, October 1. This is my schedule for the day:
9 AM tutorial10 AM tutorial11 AM Workshop 94 Talbot - not sure about room number (sorry!)12 PM Front desk
Thanks!
NOTE: The absence/lateness notification will then be forwarded to the PMT coordinators and the PMT student coordinator by the persons contacted above.
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SEXUAL HARASSMENT POLICY
The Equal Employment Opportunity Commission (EEOC) guidelines define sexual harassment as follows:
"Unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature constitute sexual harassment when: 1. submission to such conduct is made either explicitly or implicitly a term or condition of an individual's employment; 2. submission to or rejection of such conduct by an individual is used as the basis for employment decisions affecting that individual; or 3. such conduct has the purpose or effect of substantially interfering with an individual's work performance or creating an intimidating, hostile, or offensive working environment."
As an employee of Bloomfield College, PMTs are expected to follow the policy in the Bloomfield College Staff Handbook stated below.
College Staff Handbook (1995-Appendix V):
“The College has a policy to ensure that all employees of Bloomfield College have a work and learning environment free of any type of discrimination, including freedom from sexual harassment.”
PMTs play a dual role on campus; both as a student and employee of Bloomfield College. These roles may conflict when the PMT is in a workshop/study group with a friend in the section, or as a tutor with a friend as the tutee, or assisting at the front desk with a friend requesting help. PMTs will conduct themselves in a highly professional and ethical manner at all times. All personal relations shall be conducted during non-working hours and outside of CAD.
GUIDELINES FOR AN ENVIRONMENT FREE OF DISCRIMINATION AND HARASSMENT
Sexual relations between students (including student employees) and CAD staff whether consensual or nonconsensual, are strictly prohibited. Consent by the student involved will not alleviate an employee from disciplinary action under the College’s policy.
Inquiry or discussion of the intimate social affairs of students such as dating, sexual history, sexual habits, and so forth should not be initiated by the PMT nor should the PMT allow students to volunteer this personal information. To avoid any misunderstanding, review with the student the role of a PMT.
Physical contact with the students and staff should be limited to handshakes. Hugs are considered inappropriate.
Pictures, calendars, graffiti, or objects with a discriminatory or sexual theme should not be displayed.
Comments, statements, questions, jokes, anecdotes, and gestures of a discriminatory, offensive, or sexual nature are not allowed.
When a student behaves in an improper way, stop the tutorial session or discussion at once. Report the incident to the PMT coordinators.
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Report, immediately, to the PMT coordinators any improper behavior by a professional tutor, fellow PMT or any Bloomfield College employee.
CONFIDENTIALITY POLICY We expect PMTs working with students to treat their academic records, physical/learning disabilities, personal and other information with the appropriate level of confidentiality. All Bloomfield College employees are responsible for carrying out and enforcing the Family Educational Rights and Privacy Act.
Family Educational Rights and Privacy Act (FERPA)
The Family Educational Rights and Privacy Act (FERPA) (20 U.S.C. § 1232g; 34 CFR Part 99) is a Federal law that protects the privacy of student education records. Any information regarding students should not be disclosed unless it is to school officials who have legitimate educational interests.
Guidelines for PMTs and the Family Educational Rights and Privacy Act:
Information about students’ disabilities scores on placement tests, grades, performance, and attendance in ACF courses, workshops, study groups, and tutorial sessions may not be disclosed by the PMT. Refer the administrator, faculty, or staff person to the appropriate CAD staff member.
When handling hard copy information about students, be sure that no one else can see it. Place documents face down on the desk or in a folder. Place documents in an envelope and write “Confidential”, if necessary, when delivering it.
When handling verbal information about students, be sure others cannot hear the information being given to the student or administrator/faculty member.
When handling technological information about students, be sure that unauthorized people cannot read the computer screen (turn the screen away from common areas) and do not have access to the computer account.
Discussing students’ academic abilities with other students and PMTs is prohibited. Discussing a student’s disabilities with other students, PMTs, professional tutors, and CAD staff
members is prohibited.
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PROBLEM RESOLUTION PROCEDURE CAD expects all its employees to be professional and have a cooperative working relationship with each other and the students. However, there are times when concerns need to be addressed. In order to ensure that there is a fair and balanced resolution, the following procedure should be followed:
Talk with the person (student, PMT, or CAD staff person) directly in a non-confrontational manner; describe the concerns. Discuss ways to overcome the differences.
If the matter is still unresolved, request a meeting with the PMT Coordinators. Any concern brought up will be investigated by hearing from all parties involved.
In the event that the procedure outlined above has not resulted in a satisfactory outcome, request a meeting with the next supervisor in line.
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CONTRACT AND TIMESHEET POLICY
The PMT program expects Peer Mentor Tutors to demonstrate and follow ethical work habits at all times.
CONTRACTS Contracts are issued by the Student Employment Coordinator in Career Services. Contracts will be issued once the PMT has attended a BEST workshop. Contracts need to be signed by the PMT coordinators, signed by the PMT, and then returned to
Career Services. PMTs may begin working once the contract is signed.
TIMESHEETS Timesheets can be found at the front desk. When being paid by the PMT program, the timesheet
will be in the PMT binder. When being paid by CAD, the timesheet will be in the Tutor binder. Check the timesheet for any errors in the work schedule. Check the timesheet to make sure that a break has been scheduled after working five continuous
hours. Check the timesheet to make sure the work schedule does not conflict with the class schedule.
When the class schedule has been changed, the PMT student coordinator must be notified immediately.
Changes in PMT work schedules must first be approved by a PMT Coordinator. Once approval is given, inform the PMT student coordinator immediately.
The work schedule posted on the bulletin board must be the most updated one. When that is not the case, update the work schedule and post it.
Full name must be signed at the bottom of the timesheet at the beginning of each pay period. Initial the timesheet at the beginning or end of each work shift. Initialing for the entire work week
is not acceptable. Initial for only those hours worked. Missed hours may not be made up. Changes on the time sheet will be made only by the PMT student coordinator. Any hour or portion
of the hour that you are late (15 minutes or more) will be crossed out. Sign in blue ink only.
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GENERAL POLICIES
The Peer Mentor Tutors are expected to follow the policies in workshops, in study groups, in tutorial sessions, in the computer lab, and at the front desk.
Adhere to the schedule and assignments. Be punctual. Be present for the entire time. Inform the front desk when leaving and returning to the building. Limit trips out of the building
for personal reasons such as picking up food, answering a phone call, dropping off a document to another office, etc. to five minutes.
Adhere to given deadlines. Acknowledge e-mails in a timely manner (within 24 hours). If you are not able to confirm
something, then indicate you need additional time. Complete projects assigned by any CAD staff member in a timely manner. During work hours,
PMT related assignments take priority. Any personal business such as studying or surfing the net must be done during non-working hours.
Consume food in an appropriate area such as an empty room and during non-working hours. Turn cell phones off. Answer calls during non-working hours. Avoid confrontations with students. Seek immediate assistance from a CAD staff person when
necessary. Do not engage in gossip with any anyone or discuss another student’s academic progress or
disabilities. Do not allow students to “trash” a course or course instructor. Do not speak to a student or staff person in a harsh or deprecating manner.
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WORKSHOP AND STUDY GROUP RESPONSIBILITIES
The PMT is responsible for the following: To introduce him or herself to the instructor before or at the beginning of the first workshop/study
group meeting of the semester. To discuss with the workshop/study group instructor the PMT role in the workshop/study group.
A guide is provided. To ask the workshop/study group instructor to introduce the PMT to the class and explain the
PMTs role in the classroom. To come prepared to the workshop/study group with materials provided by the instructor, writing implements, and a notebook.
GUIDE TO PMTs ROLE IN WORKSHOP/STUDY GROUPS In workshops/study groups with a large number of students, the PMT may assist the instructor by
working with a smaller group of students. When the students’ skills in the workshop/study group vary, the PMT may work with students
demonstrating weaker skills while the instructor may work with students demonstrating stronger skills, or vice versa.
When one student demonstrates skills much weaker than the rest of the group, the PMT may work with that student individually.
When the instructor gives an explanation and some students do not understand it, the PMT may give his/her explanation. The explanations may be similar, but sometimes students “click” with the second explanation.
The PMT may demonstrate a problem by working a different approach than the instructor.
GUIDE FOR COVERAGE OF A WORKSHOP OR STUDY GROUP Confirm the room number for the workshop/study group with the front desk or tutorial website. If there is enough notice, consult with the workshop/study group instructor. Introduce yourself to the students as a Peer Mentor Tutor, especially if you are not regularly
assigned that particular workshop/study group. Take attendance accurately.
MTH 113, ACF 94, Recitations, ENG 106, and ENG 107: retrieve the attendance card from the accordion folder above the mailbox or from the instructor. Submit the card back into the accordion folder. If you do not have the attendance card, use the blue workshop attendance sheet and submit it to the workshop instructor so that he/she may transfer the information onto the cards.
ACF 90, ACF 92, and MTH 110: complete the workshop attendance sheet (blue form) and submit it in the bin above the mailboxes.
ACF 96 and ACF 97: Complete the attendance sheet and place in Mary Ellen Haley’s mailbox.
Conduct the workshop. If it is an English workshop and the instructor is not available, then consult with Ms. Haley
about what needs to be covered in the workshop. If Ms. Haley cannot be contacted beforehand for instruction, then just take attendance.
If it is a math workshop/study group, then answer the students’ questions as usual.
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TUTORIAL SESSION RESPONSIBILITIES
The PMT is responsible for the following:
To check the appointment calendar on the web each day. To adhere to the assigned room for the tutorial session. To ask the front desk staff if they need assistance with a project when no tutorial appointment has
been made for the scheduled hour. Otherwise, work as the computer lab assistant during the scheduled hour in the computer lab.
To come prepared. The syllabi for most courses are available at the front desk. The textbooks for most courses are available to sign out.
To clearly introduce yourself to the student and explain the role of the tutor. To clearly and completely fill out the tutorial session report. To mentor students on the importance of knowing their instructor’s name, the course number and
the course title. To engage the student for the entire tutorial session in answering the student’s questions, and when
necessary, using the supplemental materials available for more problems. To mentor students on study skills and note-taking skills when necessary. To mentor students on issues that may arise, such as lack of punctuality, lack of preparedness, etc. To create the right learning atmosphere. Discuss the academic material only. Personal
conversations must be discouraged. To be informed of different strategies to use in solving problems.
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COMPUTER LAB RESPONSIBILITIES
The PMT is responsible for the following:
To clearly place the name plate titled “computer lab assistant” on the desk or computer at which the PMT is seated.
To check all computers to determine if they are in working order. When a computer needs to be fixed, place a sign on the computer and call the help desk at ext. 224.
To delete any unacceptable games and software programs from the computers. To be aware of students using the computer inappropriately. Ask the student to adhere to the
Bloomfield College Acceptable Use Policy. Seek a CAD staff member, when necessary, to resolve the issue.
To clean the computers, keyboards and computer desks at the beginning of the shift. To keep the computer lab tidy by pushing in chairs and discarding papers. To help a student with any technical questions. Direct the student to the front desk to make a
tutorial appointment when the questions cannot be answered. To ask the front desk staff if they need assistance with a project.
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FRONT DESK RESPONSIBILITIES The PMT is responsible for the following:
To complete any unfinished projects. To inquire of the front desk staff if any tasks that may need to be done, and if so, do them in a
timely fashion. To assist students in a friendly and helpful manner with making tutorial appointments, directing
them to the place they need to be, etc. To tidy the front desk area, as well as Room 2. When there is a quiet moment at the front desk,
tidy the rooms upstairs. To pick up the mail in a timely manner (absence should be no longer than five minutes). Respect
the right of privacy. Looking through the mail, especially tests or quizzes, is prohibited. To distribute the mail to the appropriate boxes. To alert the appropriate people when someone official comes into the building (i.e. another
administrator, Vice-President, President, etc.).
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PROFESSIONAL APPEARANCE ETIQUETTE APPRORIATE WORK ATTIRE Cleanliness, neatness, and style of dress make an immediate impression on others. It also sets a professional tone for the office environment. As per the school’s regulations, Bloomfield College employees are requested to maintain a neat and clean appearance and appropriate dress, avoiding extremes.
Clothes and Grooming Guidelines
Jeans or slacks should not be ripped or worn hanging below the posterior. Jeans or slacks should not be skin tight.
Shirts/blouses are buttoned so that no cleavage is showing for women and no navel is showing for men.
Shirts should not reveal shoulders or be tank tops. No mini-skirts, revealing skirts or shorts are to be worn. Loose and ripped sweat pants and t-shirts are not appropriate. A sweat suit outfit is acceptable. Baseball caps or do-rags should not be worn. Appropriate footwear includes shoes, sandals or sneakers. Slippers are not allowed. Cleanliness of clothes, hair, fingernails, etc. is essential.
Professional Workspace Guidelines
Please keep in mind that neatness or sloppiness is highly visible in the office and makes a poor impression.
The desk should be neat and organized. Writing instruments and paper clips should be placed in a holder. The stapler and tape dispenser should always be stocked and placed in an appropriate place on the
desk. Crumpled papers should be thrown into the garbage can. Files, confidential or not, should be neatly placed on the desk where a visitor will not have easy
access to read them. The computer screen saver should not be of a personal nature such as favorite movie star,
performer, etc. A scenic view of mountains, waterfalls, etc., is acceptable. The desk calendar should not have doodles or any phone numbers written on it.
Food should not be left on the desk. Coffee spills and bread crumbs should clean away immediately.
The garbage can should not be overflowing. Replace the garbage with a new bag. Coats and umbrellas should be placed in a closet. Friends should not be “hanging out” by the desk area. The level of noise in the front desk area should be appropriate. There should be no yelling.
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PHONE ETIQUETTE
Part of doing business means doing business over the phone. Because the phone is such an important instrument in our daily business, below are some helpful hints and proven phone techniques that will help to make the phone conversations more effective.
In all phone conversations, speak clearly, slowly, at an appropriate voice level, without food or gum in the mouth, and in Standard English.
Create a Good First Impression
Answer the phone on the second ring. Answering a phone too fast can catch the caller off guard and waiting too long can make the caller angry.
Answer the phone with a friendly greeting. Example:
“Good Afternoon, Bloomfield College XYZ department, Jane Doe speaking, how may I help you?” Smile as you speak on the phone - it shows, even through the phone lines. Ask callers for their names, even if their names are not necessary for the call. This shows an
interest in the person. Use the name when possible in the conversation.
Putting Calls on Hold
When putting a call on hold, always ask the person’s permission. If the person asks why, provide them with the answer. Examples: “Would you mind holding while I get your file?" "Can you hold briefly while I see if Mr. Doe is available?"
when taking a caller off hold, always thank them for holding. Example: “Thank you for holding; I now have Mr. Doe on the line for you.”
Transferring a Call
When the caller needs to speak to another person or department, transfer the caller directly to the desired person's extension, not to the operator.
Give the following information to the person to whom you are transferring the call. -the person’s first and last name, the department the person is in, the person’s extension
State the full name of the person or the person being transferred and a very brief reason why.
Examples: “Please hold while I transfer you to Mrs. Anna Fisher in the Center for Academic Development. Mrs. Fisher’s direct extension is 257.” “Mrs. Fisher, I am transferring XYZ to you because she needs to make an appointment.”
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Taking Phone Messages
When taking a phone message for someone, always be sure the handwriting is legible and include the following information:
-Caller’s name and company name if applicable. When writing the caller’s name, ask for the spelling when necessary.
-Time and date of call. Be accurate. -The reason for the phone call. Do not use abbreviations or shorthand. -Obtain a phone number when the caller wants a return phone call.-Before hanging up, repeat the caller’s name and telephone number to confirm
that the information received was correct.
Last Impressions
Inquire if all questions have been answered before hanging up. Always end with a pleasantry: "Have a nice day" or "It was nice speaking with you." Let the caller hang up first so that the caller will not feel rushed off the phone.
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E-MAIL ETIQUETTE PMTs will use their Bloomfield e-mail account to communicate with the PMT coordinators, the PMT student-coordinator, workshop/study group instructors, professional tutors, and CAD staff. E-mail provides users the ability to communicate with anyone almost instantaneously. Since e-mail has become one of the leading methods of communication for businesses and academia, it is important to use it effectively and appropriately. Guidelines To Communicating Professionally Through E-mail
Begin with a salutation such as “Good Morning,” “Good Afternoon,” etc. “Hi” or “Hey” is an overly friendly greeting in a professional communication.
State the addressee’s name with the correct title and spelling. State your full name, ID #, the course number or course title (if applicable), dates and times of an
encounter, event or meeting. Clearly state the day and time of the work hours about which you are referring. Include a phone number, e-mail address, or other addresses when a response is needed. Be clear and specific about the request being made or the information being provided. Employ the correct tone – pleasant and polite. The tone should not be demanding (do not use
“asap”), angry or confrontational. Do not replicate Instant Message communications such as icons and letters in place of words (i.e.
“u” for you). Write in Standard English. Do not use slang or any offensive language. Proofread for grammar and spelling errors. End with a salutation such as “Sincerely”, “Regards”, etc.
Examples of E-mail Exchanges EXAMPLE 1
Inappropriate E-mail Hey Mrs Haley I want to talk to you about a paper will u be in you office at 2 WS
Appropriate E-mail Hello, Ms. Haley, I’m proofreading a paper for my sociology class and would appreciate your input. Will you be available today at 2:00? You may reach me at 973-555-5555. Thanks,Will Shakespeare
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EXAMPLE 2
INAPPROPRIATE E-MAIL:
i wont be in to work today.
Later.
APPROPRIATE E-MAIL:
Mrs. Fisher,
I will be absent from work today, Tuesday, March 14. My hours are 4:00 pm – 8:00 pm. As of now, I do not have any tutorial appointments scheduled. Would you please inform the front desk staff to place “tutor out” for my hours so that appointments will not be made?
Thank you,M. H.PMT
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GREETINGS AND INTRODUCTIONS The PMTs represent the office along with other members of CAD. It is important that all the workers –including work studies- portray an image of professionalism.
GREETINGS
Always speak clearly and in Standard English. When on the phone, face the entrance of the office. A person entering the room can see that you
are on the phone and wait for you to finish the conversation. Personal phone calls should be made on breaks or lunch hour.
Greet a person with a pleasant hello, good morning, good afternoon, or good evening. “Hi,” “hey,” or “yo” is not an acceptable greeting.
Multi-tasking is the “buzz” word in today’s workplace as a way for getting things done, but when working with people who come into the office, give them your full attention.
Pleasantly and politely ask the person, “How may I help you?” “What do you want?” is rude and not acceptable.
Direct visitors to an appropriate staff/faculty/administrator when their questions cannot be answered by you. Clearly write the staff/faculty/administrator’s name and office number on a piece of paper.
INTRODUCTIONS
Always speak pleasantly, clearly, and in Standard English. Introduce yourself to the person: “My name is Anna. I am Mr. Smith’s student assistant.” When informing the supervisor that a person is here to see him or her, state the title and name of
the person. Also, state the purpose of the visit when applicable. Correctly pronounce the person’s name. If needed, ask the person for the correct pronunciation.
There is no shame in that. When a person needs to wait, direct them to a place where they can sit. Also, indicate to the
person a place where they can place coats and/or umbrellas. When the supervisor is ready to see the person, personally escort him or her to the office. When it
is not possible to leave the front desk area, then clearly give directions and the office number.
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