ARRANGING THE DESK You are always responsible for your own desk. Exactly how you arrange your desk is governed by your own preference and the kind of work you are doing, but you should have an orderly plan. Keep pencils, erasers, paper clips, and other small articles in shallow desk drawers or trays. If you spend most of your time typing correspondence, you should ensure that an adequate amount of letterhead or bond paper is near. Keep unfinished work in a tray or basket. If you are unsure about where to keep unfinished work, ask your supervisor. If any personal articles are kept in your desk, place them in a separate drawer. At the end of the day, clear everything possible from the top of the desk, set straight any articles that must remain on top, and close all drawers. DUTIES OF A RECEPTIONIST At one time or another, you will probably receive visitors and greet official callers at your activity or office. The manner in which you conduct yourself and the impression you make determine largely the visitor’s initial impression of the whole office or organization. Often the receptionist’s manner is apparent, even before he or she moves or speaks, and it sets the tone for what follows. When receiving and greeting visitors, you should be guided by a few simple rules of business and courtesy. If you do not already know the visitor, you should ask the individual’s name. You might write the name on a slip of paper to hand to the person the visitor wishes to see. Listen carefully to inquiries and exercise intelligence and common sense before replying. Do not expect the visitor to know all about the office or the people in it. When referring to Lieutenant Smith, for example, ensure that the visitor knows where Lieutenant Smith’s desk is located. If possible, take the visitor to Lieutenant Smith, introduce him, and briefly state the visitor’s business. If you cannot help, suggest another source that may be used. This is where broad on-the-job experience is useful. You should never let people leave your office who feel like they have run into a blank wall or that you were unwilling to assist them. A good receptionist is, to some extent, a buffer for the other people in the office. Time can often be saved if the receptionist knows the answer to an inquiry. You should be careful to know just how far you should go on your own and when it is better to let someone else take over. When the people in the office are especially busy, the receptionist should protect them as much as possible without denying legitimate requests or causing visitors to wait for unreasonable lengths of time. If a delay cannot be avoided, it may be feasible to suggest that you call the visitor when the person to be seen is free or to find out whether someone else can help. As an AZ, you should understand that one of your most important functions is to be of help to other maintenance personnel, and no reasonable request should be too much trouble. You should be polite, pleasant, and considerate at all time. Even when a person’s requests may seem a bit unreasonable, maintain your composure and good manners. TELEPHONE PROCEDURES When a small child first tries to talk on the telephone, the child is likely to nod the head for yes instead of speaking. Many adults, to a lesser degree, make the same mistake. They forget how important facial expression and gestures are in face-to-face conversation and that these factors are missing on the telephone. Misunderstandings can arise on the telephone because the person at the receiving end cannot see the speaker’s expression. People sometimes develop telephone voice mannerisms that give a misleading impression. To avoid this mistake, listen to yourself and decide whether you would like to be spoken to in that tone of voice. Is it natural? Is it pleasant? Is it friendly and yet businesslike? Remember that a conversational tone is best for telephone use. Avoid voices that may sound dull, pompous, informal, impatient, or too sugary. Speak clearly and carefully. Be especially careful in your choice of words to ensure that the intended meaning is clearly conveyed. You should open a telephone conversation by identifying your office and introducing yourself when answering and calling someone on the telephone. For example, “This is the Naval Advancement Center, AZC Smith speaking.” If callers fail to identify themselves when you answer the telephone, and it is necessary to know the name, ask for 2-3