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How to Write a Set of Office Procedures

 

What is a set of office procedures?

 

A procedure is a set of instructions on how to complete a task in the office.

 

Here is a set of office procedures for handling a difficult phone caller:

 

Use the following procedure when dealing with difficult callers-

 

Remain calm

Don’t argue with the caller

Use active listening

Offer understanding and sympathy

Don’t take hostile comments personally

Involve the caller with suggested solutions

Remain courteous and provide assurance

 

 

 

 

 

 

 

 

Features of a Set of Office Procedures

 

There should be a sequence of steps in the order in which they need to be completed.

Technical language should be used.

The instruction often begins with a command. For example: Remain calm, hold the mouthpiece of the telephone directly in front of the mouth.

Written in a form that everyone can follow.

 

 

Tip:
Read over the procedure,
is the order correct?
is the order logical?
is the language easy to follow?