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Conduct Meetings Guide
Incoming Telephone Calls Guide

 

Conduct Meetings Guide

 

Objectives

Meetings should be conducted in a manner which maximises meeting outcomes and does not waste employee time.

The meeting chairperson is the person who chairs the meeting.

A quorum is the minimum number of participants required to make decisions at a meeting.

The minute taker is the person responsible for recording meeting actions and preparing the Minutes of Meeting.

Procedure

Responsibilities of meeting chairperson

  • Ensure there are enough people at the meeting to make a quorum.
  • Run the meeting according to the order of items on the Agenda.
  • Ensure all participants are given an opportunity to contribute.
  • Encourage open and constructive discussion.
  • Discourage destructive discussion.
  • Ensure all or most Agenda items are covered.
  • Close the meeting.
  • Check and sign the Minutes of Meeting.

Minutes of Meeting

  • The minute taker must provide an accurate record of the participants, apologies, motions, actions, and important points raised at the meeting in the Minutes of Meeting.
  • The template for the Minutes of Meeting should be used.
  • The Chairperson must approve the Minutes of Meeting before they are distributed.

Conducting Meetings Guide V1.2 18/02/2022
TrueBlue HQ 1 of 1

 

Incoming Telephone Calls Guide

Objectives The procedures in this policy set out the process to ensure incoming telephone calls are handled in a professional, courteous, and prompt manner. TrueBlue HQ standard telephone phrases are the responses which should be used by employees of the organisation to deal with specific telephone situations. Procedure Answering the call
  • Answer all incoming telephone calls by the third ring.
  • Calls to the general telephone number will be answered by the Administration Officer and transferred to the relevant extension as necessary.
Standard telephone phrases to be used The following phrases should be used when answering incoming telephone calls (Click on the image for a larger view): Telephone messages
  • Record the message on a Telephone Message Slip
  • Include:
    • name
    • organisation
    • phone number
    • message
    • date
    • time
  • Repeat the message back to the caller to ensure the details you have recorded are correct
  • After the call, place the Telephone Message Slip in the employee’s in-tray as soon as possible or email the message.
Creating messages on answering machines or a voicemail service
  • Follow the manufacturer’s or telephone company’s instructions when creating a message
  • The message should be: (Name) is not available at the moment. If you leave your name and number, (name) will get back to you as soon as possible
  • For organisations that are only open on certain days or for limited periods of time, the message could be: Hello, you’ve reached (organisation’s name) our office hours are between (e.g., 8.30 am to 2.30 pm, Monday, Wednesday, and Thursday). If you leave your name, a contact number and a brief message, someone will call you back as soon as possible
Personal telephone calls Keep personal calls to a minimum. While all employees will receive personal incoming calls, the quantity and length of these calls needs to be monitored so they do not affect the employee’s capacity to undertake their assigned duties. Incoming Telephone Calls Guide V1.2 18/02/2022 TrueBlue HQ 1 of 1

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