How to Write a Set of 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

• o There should be a sequence of steps in the order in which they need to be completed.
• o Technical language should be used.
• o The instruction often begins with a command. For example: Remain calm, hold the mouthpiece of the telephone directly in front of the mouth.
• o 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?
  
   

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