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Effective Church Communications provides Timeless Strategy and Biblical Inspiration to help churches create communications that fully fulfill the Great Commission

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Surviving Job Loss (and other losses)

12 August, 2010 By grhilligoss@gmail.com Leave a Comment

Gayle Hilligoss PictureGayle Hilligoss, our expert columnist on the practical skills needed for church communicators in this article shares how to cope with job loss, however as I prepared it to share with you, I was struck with how appropriate her advice is for handling any loss in life or work. Even if you are not challenged with a job loss, we are all challenged with losses and this article will be helpful in all of them.

Losing a job qualifies as one of life’s major stresses. Unfortunately, many Christian professionals will be among the thousands who will share this experience at one time or another.

Job loss is one of those situations over which you may have little control. Here’s a truth to hold on to: While we have no control over the circumstances, we do have complete control over how we choose to respond to those circumstances. You are not at the mercy of what goes on around you. You can choose your course.

Consider the truth in this little poem:

One ship sailed east; one ship sailed west,

Propelled by the self same blow.

It was not the gale,

But the set of the sail,

That determined which way they’d go.

Losing a position in a church can be particularly debilitating. Often the personal and emotional ties are stronger than in the average workplace. Many times the termination process is handled poorly. Nevertheless, you can survive and even chart your course for anew and better destination.

• Clear your heart and mind.

Whatever has happened is passed. Concentrate on what is ahead and refuse to allow yourself, or those around you, to dwell on hurt feelings, injustices, sadness. Pray for a positive spirit, for an openness to see new opportunities.

• Take stock.

Just how will the loss of your income affect your household? Do some evaluating and determine what expenses can be cut. Recognize the stress involved in this life event and build in some release factors. This is a time to be extra good to yourself and to be especially forgiving to others. As you look at where you stand, you will find many pluses.Look for the rewards in simple things.

• Make a personal inventory.

Review your job skills, experience, and achievements. Prepare an up-to-date resume. You may find you have even more to offer than you realized. Now is a good time to take afresh look at your professional appearance too. A new look can bolster confidence and emphasize professionalism. Bring a new you to your job search.

• Know what you want.

If you find work in the church rewarding, you will likely choose to stay in this field.Make a list of features you want in your new job: the type of work you will do, salary and benefits, hours, office location, and so on. Identify the priorities on your list, those things that you consider non-negotiable.

• Prepare.

Be certain you have the skills to do the job you want. Brush up on technical skills, read up on how to handle a job interview, get yourself ready physically, emotionally, and spiritually to go after that new position. Remain faithful in prayer, Bible study, and church participation.

• Do it now.

Unless you decide not to go back to work at all, start your job search just as soon as you get your bearings. Many times people feel so wounded after losing a job that they procrastinate. You want to start looking before your financial reserves are depleted and the search turns desperate. Yes, this is a tough job market. All the more reason to really work at this.

• Get the word out.

Go online; fill out the applications; submit resumes. But, know that your informal network of acquaintances is probably your best resource for locating work. Nearly 80percent of all jobs are filled this way. Don’t give up; get the word out through every reliable source you can find.

• Stay flexible.

Few of us find our perfect job—especially in today’s business climate. Be willing to give on some points; sometimes detours take you to good places. Many successful Christian businesses started just that way—a pastor recognized the need for clip art and church newsletter expertise; a secretary yearned for training specifically for church office staff.You may have a talent you can develop into a business.

• Apply the principle.

The principle of setting your sail—not allow the wind to determine your course—is a valuable one to remember. Maybe the storm buffeting you is something other than job loss. The principle still applies. Adjust the guidelines to your situation and expect success.

You can do this!

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Filed Under: Church Office Skills, Columnist Gayle Hilligoss, Skills Tagged With: church office advice, church office skills, Columnist Gayle Hilligoss, work smart

Six Steps to Simple filing

10 August, 2010 By grhilligoss@gmail.com Leave a Comment

Gayle Hilligoss PictureEd. note: Here is another wonderful article for church administrators (and all of us) from Gayle Hilligoss. As always, Gayle's articles inspire me beyond what is probably her original intention. Not only do many of us have to keep ministry files in a paper format, but today we have to keep digital files and this advice is as useful and practical for us in the digital world as it is in the world of paper.

“Let all things be done decently and in order.” —I Cor. 14:40

Filing is one of the ministry assistant’s most important jobs. Unless records and documents are kept in an orderly, accessible manner it is nearly impossible to conduct the business of the church effectively. While many records are kept digitally, the familiar hanging files are still what we reach for dozens of times a day. The wise assistant takes an interest in how files are used and recognizes the necessity of a workable paper system.

These six simple steps can be used to evaluate and streamline the central church business files in your office. Obviously, the principles may be adapted to other files as well.

1) Design your system.

Filing is the systematic arrangement of records in a logical sequence. The purpose of the system is to allow fast and easy access.

The logical sequence most frequently used in church offices is the alphabet. But, having just A, B, C and so on is not very helpful in for locating a particular document. Some alphabetical systems subdivide each letter: A, Al, An, As, etc. making it easier to quickly find records. But, for the church office, there is a better way.

In this system records are filed alphabetically by topic. First and second sub-topics are created as necessary.

The tabs on guides and on the file folders serve as signposts for your filing system. Tabs are generally set at two, three or five across. A third-cut system is recommended. This means that there are three tab positions: left, center, and right. Regardless of the size of your church or your files, this system is both easy to set up and simple to use.

The left cuts are your major headings: Accounting, Assistance, Boards, Committees, Correspondence, Deacons, Education, Equipment, Evangelism, Legal, Missions, Music, Personnel, Policies, Publications, Stewardship, Sunday School, Vacation Bible School, Weddings, Youth, and so on—whatever your situation calls for.

You will notice Church is not suggested as a heading. Since virtually all records could be given that designation, more specificity is suggested. Choose major headings carefully; use just the ones you need. No more than twenty is best.

The center cuts are used only for those left cuts that need to be subdivided. Not every left cut will require a center cut. There may be as many center cuts behind a left cut as necessary. Each tab will give the appropriate left cut designation first, followed by the center cut designation. For instance, the heading Correspondence might have these center cuts: Correspondence/Members; Correspondence/Pastor; Correspondence/TV Ministry.

Right cuts subdivide even further; use them when necessary. Right cuts are used after center cuts—never after left cuts. Each tab will give the appropriate left and center cut designations followed by the right cut designation. For instance, the center cut Correspondence/Pastor might have right cuts Correspondence/Pastor/Deacons, Correspondence/Pastor/ Seminary, and Correspondence/Pastor/Travel. Use abbreviations as necessary: Corr/Pastor/Trav.

While many categories are standard, each church will have some varities. Start your planning with pencil, paper, and an open file drawer. Looking carefully at the kinds of materials filed, outline the most logical categories in which they can be arranged. You will begin to see the system come together like the pieces in a puzzle. Don’t force it. Simplicity is the goal.

2) Secure proper materials.

Quite likely you will find your file folders and guides could use an update. Virtually everyone uses a suspended system, hanging folders, but if you have a file drawer or two without hanging folders, now is a good time to convert.

Folders are available in many colors and come in standard and legal sizes; they may be ordered in custom sizes as well. You can use box bottom folders of various widths to accommodate bulky materials. Because the folders hang from rails in the file drawer rather than resting on the bottom, they don’t slump or sag. Choose folders with plastic coated hooks; these slide easily along the rails and can be moved effortlessly with a finger’s touch.

Plastic tab holders are included in each box of folders. Printable hanging file tabs are a newer and handier option. Avery is one manufacturer of these adhesive tabs. There are also erasable tabs and temporary clip-ons.

Because tabs are slightly slanted backward, they are more easily visible than the vertical tabs on manila folders. While tabs may be attached to either flap of the folder, I like attaching them to the FRONT flap. This positioning eliminates the “push-pull” motion of opening the folder.

Your office supplier can provide frames adaptable for any size drawer. They are inexpensive and easy to install. While not essential, interior folders or “carriers” may also be useful. These are lightweight manila or colored folders used to separate groups of papers inside the hanging folder, and may also be used as transmission folders when materials are removed from the files. Interior folders are supplied with tabs and fit entirely within the hanging folder.

Slash front pocket folders may also be used as carriers. These folders are especially useful for keeping together small groups of items of odd shapes: photos, clip art, memos and other smaller than usual papers.

Choose folders with embossed horizontal scores one-third of way down. Crease along these scores to prop folders open (like wings) while you are using the files.

3) Make color work for you.

Used properly, color is not only attractive but effective. Color easily identifies topics and helps prevent misfiling.

Hanging folders are available in at least a dozen hues. Using matching or contrasting tabs provides scores of color combinations. You might choose a different color for each major topic: finance, education, music. Or use one color for all files except those you want to flag: red for music, blue for youth, green for finance. Be consistent; each color combination will identify only one topic. For the pastor’s personal files choose a color not used in your files.

4) Look to the phone directory.

Alphabetized files can be tricky. The phone companies have the rules down pat. If you were setting up a name file, the telephone white pages could be a primer. I understand that to govern the precedence of listing in the New York City directory, there are well over fifteen pages of guidelines. Fortunately, because your church file is a topic file, not a name file, there are not nearly so many rules. Your Yellow Pages might well serve as a textbook.

A classic reminder concerning filing is “Nothing comes before something.” A single name is filed before that name used with another designation. Initials used alone are always filed before names beginning with the same letter.

In a topic file, alphabetizing is pretty straight forward. In the Correspondence example used earlier, an example might be:

Correspondence (all general correspondence)

Correspondence/Members

Correspondence/Pastor

Correspondence/Pastor/Deacons

Correspondence/Pastor/Seminary

Correspondence/Pastor/Travel

Correspondence/TV Ministry

To keep interior folders in the Correspondence folder for individuals or organizations that generate regular documents, file the folders alphabetically behind the general correspondence (which may or may not be in a carrier— as you choose).

Within each carrier, file the most recent entry in front. Just as an example, interior folders might be:

Correspondence/AA (might also be spelled out as Alcoholics Anonymous) Correspondence/Allen, Alex A.

Correspondence/Allen, Alex A., Jr.

In cases of churches with identical names, index by the geographical name:

Bakersfield, First Christian

Carleton, First Christian

Denton, First Christian

Another good rule is, “One word is better than two.” Any two words ordinarily written as one word should be treated as one word. Disregard “the” at the beginning of names.

5) Practice the basics.

Using tried and true techniques will speed up both filing and retrieving your records.

• File regularly. The schedule is determined by the amount of filing required. In some offices, papers are simply filed as they are received. In other offices, the volume of records dictates a specific daily filing time. The point is not to allow papers to accumulate outside the filing cabinet. They need to be where they can be located easily when required.

• Stamp or note the date on every paper as it is filed.

• File records face up, top edge to the left, with the most recent date at the front.

• Tape small materials to a piece of typing paper before filing, or use a pocket folder to accommodate odd sized materials filed together.

• Use the most accessible drawers for the most frequently used files.

• Have only one file drawer open at a time. Never leave drawers open after use.

• Leave four to six inches in each drawer for working space. Hanging folders can comfortably accommodate about a hundred sheets. Interior folders should hold no more than 20-25 sheets. When folders get full, make a new one with the appropriate date : Correspondence/Jan-June 2010; Correspondence/July-December 2010.

• Choose box-bottom folders for catalogs or bulky documents. These folders come in widths from one to four inches and have reinforced side and bottom panels.

• Staple, rather than paper clip, papers that must be secured. Always fasten papers in the same place; the upper left hand corner is recommended. Colored carriers with single or double prong fasteners are another way to keep related papers together.

• Use manila “out” guides to mark the place of any files removed from the drawer. These guides signal the file is being used and identify who has it.

• Filing cabinets cost money and take up space. Make sure yours contain only what is needed. Note a purge date on every paper to make it easier to keep files trim.

• Store inactive files in clearly marked boxes arranged in chronological order. In your files keep a record of where these records are located.

• Eliminate the need to read through the paper at filing time. As a paper crosses your desk for the first time, write its file designation in the top right corner.

• In preparing tabs, use specific designations: Invoices/2009 not Invoices/old; Invoices/2010 not Invoices/current.

• Keep filing cabinets free of miscellaneous storage and personal items.

6) Establish a retention schedule.

Effective filing involves not only organizing and retrieving records and documents, but also eventually disposing of them when they are no longer useful. Any system that neglects this important last step will ultimately fail.

Many offices are literally bulging with papers that should be discarded. Retaining too much not only takes up precious space, it makes finding what IS needed very difficult and time consuming. On the other hand, indiscriminate discarding can result in the destruction of records that may be needed later for legal, historical or other purposes.

It should be noted here that irreplaceable historical records and important legal and financial documents are best stored in a bank’s safety deposit box or other secure location. Many churches also make digital copies of their valuable papers and archival materials. Information regarding the location of these items is placed in the church files.

One usable system for records retention involves an orderly schedule for transferring files. A yearly transfer is suggested. Once records pass the active stage where they are kept in the office and used regularly, they are moved to a semi-active status and location. They are usually still in the office, but in less accessible file cabinet drawers. When semi-active records are seldom, if ever, referred to, those that must be kept for legal or other purposes are moved into inactive storage. Store inactive files in clearly marked boxes arranged in chronological order. Keep a record of where these files are located.

If you have marked each paper with a purge date as it was filed, the time for destruction will be evident as it moves through the cycles. Those records which have outlived their usefulness, marked with a predetermined destruction date or not, will be safe to dispose of once they reach the inactive stage.

As your church’s retention schedule is developed, some considerations will be given to the requirements of the IRS, the church’s administrative and historical committees, and federal and state regulations.

A sample schedule you might revise to suit your situation:

Keep permanently: audit reports, ledgers, balance sheets, budgets, canceled check,

legal records, business meeting minutes, newsletters and bulletins, special event publications, bond information, blueprints, historical records, membership records.

Keep five years: employee payroll records, members’ records of contribution.

Keep three years: bank deposit slips and statements, individual offering envelopes, general correspondence, paid bills.

Purge yearly: catalogs, handbooks, directories, memos, outdated contracts.

The U.S. government provides comprehensive information on retention schedules online.

Best wishes as you sharpen up your office files and make them more workable, effective, and good looking!

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Filed Under: Church Office Skills, Columnist Gayle Hilligoss Tagged With: church office advice, church office skills, Columnist Gayle Hilligoss, work smart

Part One: Managing Criticism, practical advice for challenging situations

3 August, 2010 By grhilligoss@gmail.com Leave a Comment

Gayle Hilligoss PictureGayle Hilligoss, our expert columnist on the practical skills needed for church communicators has given us a 4-part series on how to handle criticism in the church office. Before reading, you may wonder if there is ever a place for criticism in the church office? This article will show you the one legitimate reason for it.

Part One: Introduction

“I thought I came to the church office with all the skills needed for the job. It never crossed my mind that managing criticism would be a necessary communication tool. But it is!”

On survey responses and in seminars, ministry assistants often express similar experiences. Precisely because it is generally presumed most members and staff are thoughtful and positive, an assistant may come to a church position unprepared to either give or receive criticism constructively.

We know everyone likes applause—and we would rather be encouragers than critics. Dealing with conflict can be hurtful. Isn’t there a way to simply avoid it? We could just ignore whatever bothers us. And hope others do likewise.

Not a good idea. Even if it could happen. Sometimes there is a place for criticism. Properly managed by a skilled communicator it can even be productive

Before Offering Criticism, ask yourself: What do I want to change?
The only legitimate reason to offer criticism is to initiate positive change. Criticism should never be offered just to express displeasure or to show superiority. It must not be used simply to express what you like or what you don’t like, what you think is right or wrong. If you can’t identify the specific result you hope to achieve, if you only want to find fault, you are not ready to confront another person.

• Can this behavior be changed?
Is the person capable of change? Is the change you want realistic? Some people are routinely sure they are right. Always. Regardless of how you approach them, they react by becoming defensive, angry, or distressed. When considering a dialogue, factor in personality. Unless the possibility of improvement exists, there is no valid reason to offer criticism. The good news is change is nearly always possible.

• What do I want this to accomplish for me/us?
Criticism can be extremely destructive unless handled well. Will offering this criticism increase your ability to work together well in the future? Perhaps. You may be able to show your coworker a more effective way to accomplish a task. You may alert her to behavior that will cause problems with a staff member. Done thoughtfully, criticism can be a catalyst for better teamwork. Keep your motives pure. If you seriously question whether you should confront, wait.

• Is the process worth the effort?
Is straightening this out really important? Is it necessary to correct this behavior? Choose carefully what you take on. The words of habitual critics don’t carry much weight: Who can please her? Hold yourself to such a high standard that when you do offer criticism it is taken seriously—and respected. Not every irritation warrants correction.

• How would I feel if our roles were reversed?
If you were on the receiving end of this criticism, would you consider it valid? How would you want it offered so it wouldn’t come across as an attack, as harsh or unkind?

Express empathy with the other person. Never give criticism in public or at a time the person is particularly vulnerable. Criticisms should be in person—not by email, note, text, or phone. Just as important as what you say is how you say it.

• Is there a better option?
Having determined that change is the goal, would providing a resource or training work better than criticism? Would positive reinforcement—praising good work—set the stage for meaningful conversation? Could setting an example accomplish the desired results?

Consider your options. Be creative. Understanding the situation and the person enables you to choose the smart approach.

_____________

The remainder of the articles are available to Effective Church Communication members. If you are not a member, one of the best investments you can make in your skills training and your service to your church or ministry is to become a member. Click here for more information.

Part Two, Managing Criticism: Offering Criticism

Part Three, Managing Criticism: Asking for Criticism

Part Four, Managing Criticism: Responding to Criticism

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Filed Under: Church Office Skills, Columnist Gayle Hilligoss, Skills Tagged With: church office, Columnist Gayle Hilligoss, managing criticism, managing in the church office, practical advice

Telephone Techniques Matter by Gayle Hilligoss

6 July, 2010 By grhilligoss@gmail.com Leave a Comment

Church Phone answering tips
Having a kind, professional person answer your church phones can be a powerful outreach ministry. Here's how to do it well.

With the phone ubiquitous in our culture the assumption seems to be “no training required.” Few employers provide any training for this most important communication tool. After all, who doesn’t know how to use a telephone? As it turns out, a lot of people. You have probably been on the other end of the line with some of them.

Rudeness, even dispensed unintentionally, is never pleasant but is often overlooked in some business circumstances. Sometimes we’re just happy to be talking with a real person and not an automated assistant. But, people who call the church office expect courtesy. Telephone manners create an image of one’s church, organization, or business—perhaps accurate, perhaps not—but nevertheless lasting. Nothing sets you apart from the crowd more than a warm and appealing telephone presence.

When you answer the church phone you never know what’s waiting—a simple request, an upset member, a stranger seeking help, a happy announcement, some tragic news, a salesperson. What a challenge! Without question, proper phone techniques should be at the top of the skills list for every church office professional. Be aware, callers may not remember what you say, but they surely will remember how you say it. [Read more...]

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NEW Columnist for ECC: Gayle Hilligoss! First article: Business E-mail 101

24 June, 2010 By grhilligoss@gmail.com 6 Comments

Gayle Hilligoss Picture
Gayle Hilligoss, founder of Success Systems, founding editor of PROfile newsletter and now a columnist for Effective Church Communications.

Editors note: Effective Church Communications is thrilled and honored to announce that Gayle Hilligoss, founder of Success Systems, Inc., a training and development firm providing resources to church office professionals, and a personal hero of mine and role model to me, has graciously agreed to share her wisdom with us in a series of articles on church office basics.

For many years Gayle taught seminars to thousands of church office professionals and her newsletter PROfile was a continual training tool and inspiration to many. Here is the the first of many articles that will equip and encourage you to do your work as a professional as you serve our Lord. Her first article is on email basics, something we often think we know well, but often make mistakes in that do not reflect the quality our Lord and church deserve.

but often make mistakes in that do not reflect the quality our Lord and church deserve.

Business Email 101

Everyone knows at least one—a coworker who copies emails to everyone, a friend who forwards every email crossing her screen, an acquaintance who writes in all caps, another who uses a signature with a slow-loading graphic, a neighbor who packs every message with smileys and LOLs.

The frustration of dealing with these kinds of big-time senders often makes us give more thought to the premise that all communication has rules for proper usage. Could we use email more effectively ourselves?

Some email essentials to consider:

Realize email is not private.

Never put anything in an email that you wouldn’t want passed along (probably numerous times) with your name attached. It could happen. Absolutely avoid sarcasm, criticism, rants. Email can last virtually forever.

Follow writing protocol.

Business email shouldn’t look like a teen’s text messages. Spelling and grammar are important. Keep your messages brief and to the point; stick to the subject. Make messages more readable by breaking text into paragraphs; leave a line between each of those paragraphs. Short, bulleted lists are effective for making points.

Use proper upper and lowercase.

ALL CAPS is shouting; all lowercase looks dismissive. For emphasis use boldface, italics, or asterisks before and after the word you want to stress.

Fill in the subject field.

Say what the email is about—not just “Hi” or your name. If you need a reply, note it: Reply Please. Keep the subject line short and specific.

Choose the appropriate form of reply.

Explore CC, BCC, Reply, Reply All; know how and when to use each option. Send mail to the person you want to read and respond to your message. Send copies only to others who need to know. The names of those who get CCs are seen by the others; those who get BCCs are not visible to other recipients.

Use “Reply All” only when all in the group need your input.

Someone sends you and 20 others a question—what size T-shirt do you want for the fundraiser? Reply to the sender only; no one else cares about your size; getting the mail only clutters their mail boxes.

Reply in a timely manner.

Business email requires some sort of reply generally within a day. Not to reply, however briefly, is simply rude. Copy the relevant part of the incoming message in your reply; by the time the sender gets your “I agree,” he may have forgotten what he asked.

Know when email is not appropriate.

Very important or complex matters are best conveyed by phone, visit, or handwritten note.

Avoid “cute” fonts, multi-colors, and graphics attached to your regular email.

Some programs don’t handle these well and they often slow down downloading. Likewise, use a formal email address for business communication; janejones@aol.com will serve you better than jollyjane.

Be courteous about forwarding mail to groups.

Ask recipients before adding them to any list you regularly forward to. Many choose not to receive miscellaneous messages—political, inspirational or informational alerts and the like.

If you forward an email that was itself forwarded to you, highlight and forward ONLY the message you want to pass along.

Otherwise you will be sending along addresses, personal notes, and probably several copies of the pictures and message in the original email. Don’t feel you must forward every message that tells you to do so. Much of this email is pure hoax.

When addressing email to a group, use BBCs (blind courtesy copies) and not the To or CC function.

Not only is it impolite to broadcast email addresses, but few recipients enjoy wading through a list of addresses to get to the message—especially if the message requires printing. By using BBC, each recipient sees only two addresses—her own and yours.

Get acquainted with Snopes.com.

If you feel you must forward a “startling fact,” check it out before passing it along—and do the checking yourself. Often e-mails falsely say they’ve been verified as true; you don’t want to send along misinformation.

Avoid attachments if at all possible.

In most cases it is possible to include all the information in the body of the email. Because many people choose not to open attachments, if you must send one—especially a large one—it is best to ask first. Formats and firewall issues can be time wasting factors.

Use a signature.

For business mail include contact information: address, phone, hours. Generally, don’t attach photos or excessive extras: logos, mottos, verses, etc.

Re-read before sending.

Readers don’t have the benefit of seeing facial expressions or hearing the inflections of your voice. It is very easy for messages, especially those written in haste, to convey a meaning not intended. By the way, remember this when reading email from others; if their words come across unexplainably out of character, take another look. Perhaps you are simply misinterpreting the message.

And finally, never address an email until the message is composed and proofread.

Establishing this habit will save you from accidently sending mail before it’s really ready to go. I can imagine each of us could tell a story about the message that got away before its time.

Email is a wonderful tool. Using it well is a skill every professional can and should master.

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Filed Under: Columnist Gayle Hilligoss, Contributors Tagged With: church communication basics, church email, Columnist Gayle Hilligoss, email, Email rules, multi-channel communication

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