University Recreation Staff Training Modules Etiquette

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1 University Recreation Staff Training Modules Etiquette This training module will outline the employee work practices we expect all staff members to follow. Lesson 1: Dress Code The employee dress code is in place to enhance the level of professionalism throughout University Recreation, add consistency throughout all areas within University Recreation, and to make our staff members easily recognizable to all patrons and participants. The following dress code must be adhered to, based on the position and nature of job responsibilities: All staff must wear close-toed shoes (except for lifeguards and office staff) and clothes must be in good shape (no rips, holes, etc. in shirts or pants). During cold weather, staff members are permitted to wear long-sleeves under the required staff shirt, a University Recreation fleece, a UREC hoodie, or UREC jacket. However, a University Recreation logo and staff ID badge must always be on the outer layer of clothing. Always wear your UREC polo or other UREC approved top and bottoms. Always wear proper footwear for your area. As a UREC employee you are expected to present a clean and professional appearance when you represent us.

2 Lesson 2: Answering the phone Proper telephone etiquette is very important in that you are representing UREC and Ferris State University. Remembering to use proper telephone etiquette, whether answering the phone or making phone calls, leaves callers with a favorable impression of you, our department, and Ferris State in general. Below are some helpful hints that will help make your phone conversations more effective. Remember this Using phrases such as "thank you" and "please" are essential in displaying a professional atmosphere. Listen actively and listen to others without interrupting. Answering Calls Try to answer the phone within three rings. Answering a phone too fast can catch the caller off guard and waiting too long can make the caller angry. When answering the phone always state: 1.) The Department, 2.) Your name, and 3.) How you may be of assistance (Example: University Recreation this is, how can I help you? ) Smile - it shows, even through the phone; speak in a pleasant tone of voice - the caller will appreciate it. Ask the caller for their name, even if their name is not necessary for the call. This shows you have taken an interest in them. If the caller has reached a wrong number, be courteous. Sometimes a caller is transferred all over campus with a simple question and the caller gets frustrated. If possible, take the time to find out where they should be calling/to whom they should be speaking. Use the hold button when leaving a line so that the caller does not accidentally overhear conversations being held nearby. Making Calls When you call someone and they answer the phone, do not say "Who am I speaking with?" without first identifying yourself: (Example - "This is Emily from University Recreation. To whom am I speaking?") Always know and state the purpose of the communication. When you reach a wrong number, say: "I'm sorry, I must have the wrong number. Please excuse the interruption." And then hang up. Make sure to leave a number/message for someone to call you back.

3 Handling Rude or Impatient Callers Stay calm. Try to remain diplomatic and polite. Getting angry will only make them angrier. Always show willingness to resolve the problem or conflict. Try to think like the caller. Remember, their problems and concerns are important. Offer to have your supervisor talk to the caller or call him/her back if the caller persists. Be willing to handle irate callers. Speak slowly and calmly. Be firm with your answers, but understanding. Sometimes the irate caller just wants someone in a supervisory capacity to listen to their story even if you are unable to help them. Placing Calls on Hold When putting a caller on hold, always ask permission. Examples: "Would you mind holding while I check?" or "Can you hold briefly while I see if Mrs. Horn is available?" When taking a caller off of hold, always thank them for holding. Sometimes you may have other lines ringing too. Remember to write down the names of callers holding so you avoid asking who the caller is holding for more than once. Transferring Calls If the caller needs to speak to another person please ask the called person if they are available to take a call and provide information on who is calling and what the call is about. If the called person is able to take the call, transfer the caller directly to the proper extension. If the called party does not wish to take the call, return to the caller (Example He/she is out of the office, may I take a message or would you like his/her voic ?")

4 Taking Messages Be prepared with pen and message slip when you answer the phone. When taking messages be sure to ask for: o Caller's name (asking the caller for correct spelling.) o Caller's phone number and/or extension (including area code) Repeat the message to the caller. Be sure to fill in the date, time, and your initials. Place the message slip in the called party's mailbox. Don't forget that you can transfer them to voic instead of taking a paper message, but don't forget to ask, "Would you like me to transfer you to his/her voic ?" Do not assume that the caller would rather go to voic . Always ask first. Remember this When answering the phone always state: 1. The Department 2. Your name 3. How you may be of assistance Example: University Recreation this is, how can I help you? Tips for multitasking When speaking to a patron in person and the phone rings, ask the patron to excuse you so you can answer the phone. If possible, try and help the patron on the phone before putting them on hold or transferring them. Use your best judgment if you can quickly and efficiently answer the question on the phone. If it requires more time, ask if you can put them on hold and finish up with the current patron. If the patron on the phone needs to talk to a professional staff member, get as much information about the call before prompting the professional staff. Get the name of the caller and what the call is about. If you need to take a message from the caller, make sure to use the carbon copy message pad and get as much information from the caller you can. Place the white copy in the appropriate mail box.

5 Lesson 3: Walkie-Talkie Control Make sure the walkie talkie is always ON and the volume is on HIGH. When you need to use the walkie for communication, wait 2 seconds after pressing the button to begin speaking and wait for a response. Always start walkie communication with: 1. Your position 2. Followed by to 3. And the position being called Example: Fitness Center to Building Manager Response: go ahead this is the Building Manager Relay message and wait for confirmation that it was received. Example: Fitness Center to Building Manager Response: go ahead this is the Building Manager Do you have towels that need to be folded? Response: yes we do, I will be right up with some When you are receiving a walkie communication: 1. Wait for the person to finish speaking before responding 2. Then give confirmation that the message was received Example: Building Manager to staff member Building Manager to Weight Room Weight Room staff go ahead, this is the Weight Room Building Manager Mara, can you stay an extra 15 minutes? Weight Room Sure I can Building Manager Thanks Mara, I will have a Rec Buck slip for you to sign before leaving

6 Lesson 4: Texting and Facebook Usage Is your technology hurting your professional image? Our technology (smartphones, tablets and laptops) has become such an integral part of our lives that we often lose perspective on how these devices can affect our behavior. Inappropriate smartphone or tablet use at work may also be contagious. If one person is constantly glued to his or her device, it gives others the incentive to do the same, causing a domino effect of bad technology manners. If you have ever been a customer or patron waiting for service from someone who clearly is distracted by their cell phone, you know that it s not okay. Following are a few UREC technology etiquette tips: The patron in front of you is always the priority. Make this your golden rule. If you interrupt a faceto-face conversation to respond to a text or take a personal call, you are communicating to the person you are speaking with that they are less important. Focusing on your phone instead of your surroundings creates a barrier between you and UREC patrons. This creates an unsafe environment because you are not focused on your job. It only takes a second for an injury or accident to occur and seconds count in a serious life threatening situation. Be respectful. We all have to take an occasional personal call or return a text at the office, but take your conversation to a private space, away from the hustle and bustle of the lobby, fitness center, etc. The hallway leading to the pool or classroom 002 are good choices. If you have to text, please wait until you are alone at your workstation. Take advantage of voic . If it s not an important call, let the message go to voic . Set the example. One single employee can start a downward spiral with his or her bad tech habits. Do your part to encourage participation from your fellow coworkers to maintain a professional work environment, with limited access to unnecessary texting and cell phone use when it is taking time away from your job responsibilities. When one person sets the bar high, other s will follow Silence it. Change your phone setting so that its ring tone is not blaring during a meeting or at your workstation. The buzz, buzz, buzz of the vibrate tone is even more disturbing. And finally, while it goes without saying, the restroom is not a place to conduct personal or social business with your technology. There is a time and a place for everything. You determine when to use your technology, rather than allowing your technology to dictate the rules.

7 Lesson 5: Workplace Gossip and Misinformation According to Scott Hunter, author of Making Work Work, When gossip infects the workplace, people shift their focus to what is wrong and what is not working, rather than on what is possible. When gossip is present, there is no communication, no understanding, no appreciation of the other person s position, no intimacy, and certainly no trust. Gossip causes turnover and can be an irreversible problems if left to grow and spread within the workplace. So, here are some tips for us to help build a gossip-free UREC environment. 1. Gossip is very unprofessional. Learn to remain neutral and not say anything at all. Lead by example by avoiding gossip. When you hear it, let it go in one ear and out the other. 2. If you are the target of gossip, don t let it upset you. Gossipers like to get a reaction and if you ignore them, they will leave you alone in the future. 3. Always remember this Turkish proverb, Who gossips to you will gossip of you. Remember that every employee of the University Recreation department is a part of the greater whole. Although each person has different levels of responsibility, it doesn't mean he or she isn't a valuable staff member for the department. Remember that each person plays an integral role and without everyone working together the department wouldn't function on a day-to-day basis. Lesson 6: Ownership of the Student Recreation Center facility As a UREC employee, we expect you to take ownership of the building We expect you to take pride in the place you work and the job you do If you see trash on the ground or something out of place, put it back in its proper place or notify the appropriate staff to handle the situation quickly The strength of the team is each individual member. The strength of each member is the team. QUIZ TIME!

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