important  for  the  RP  to  listen  attentively  to  in- quiries to determine what course of action must be taken. If  the  visitor  is  referred  to  a  particular chaplain, the RP should escort the person to that chaplain’s office and provide the proper introduc- tions,  if  needed. Visitors to the office of the chaplain should NEVER leave with the feeling that they have run into  a  ‘‘brick  wall.”  Receptionists  must  strive  to see  that  a  visitor’s  needs  are  met.  NOTE:  This does not mean that RPs should try to counsel in- dividuals in the absence of assigned chaplains. It simply   means   that   when   a   chaplain   is   not available, an appointment should be made for a future date; or, in emergency situations a chaplain from  another  base  or  ship  should  be  contacted to  render  assistance  if  at  all  possible. A  receptionist  often  serves  as  a  ‘‘buffer”  for assigned chaplains. The RP can save valuable time by   handling   matters   that   do   not   require   a chaplain’s attention. However, caution should be exercised  to  ensure  that  the  responsibilities assigned to chaplains are not assumed by RP per- sonnel.   REMEMBER,   Religious   Program Specialists are limited to performing tasks which do not require ordination or licensing. Although members  of  the  rating  are  obligated  to  support chaplains and persons of all faith groups, an RP cannot   conduct   worship   services,   administer sacraments,  or  function  as  a  pastoral  counselor. The  RP  does  not  exercise  any  of  the  ministerial functions  of  a  member  of  the  clergy  or  Navy chaplain. TELEPHONE    COMMUNICATIONS Communicating  effectively  on  the  telephone is  more  difficult  than  face-to-face  conversation. The reason for this is that gestures cannot be seen or detected over the telephone. Gestures make up the  nonverbal  part  of  a  message  between  a  sender and a receiver. It is estimated that a message which is transmitted in spoken words directly between two  persons  is  made  up  of: MESSAGE   PART   PERCENTAGE Actual  words 7 Tone  of  voice 38 Gestures 55 With  55%  of  the  message  missing  in  conversations which  are  not  face  to  face,  it  is  easy  to  under- stand  why  communicating  on  the  telephone  is more  difficult  than  communicating  face  to  face. Following  are  a  few  helpful  hints  for  improving telephone  communications  in  the  office  of  the chaplain: Strive to speak clearly and distinctly. Use a steady voice that can be easily heard by the other person  on  the  line. Make notes of the key points to be covered before  placing  a  call. Vary the volume of the voice to help main- tain interest. Speak slowly and enunciate words clearly so  that  the  other  person  can  easily  understand  the message. Strive   to   be   polite   and   professional   in telephone  conversations.  One  way  to  properly answer the telephone in the office of the chaplain is  to  say:  “Office  of  the  chaplain,  Petty  Officer Jones   speaking.   May   I   help   you?”   Profes- sionalism  is  served  by  identifying  the  organiza- tion  (office  of  the  chaplain)  and  the  individual answering  the  telephone  (Petty  Officer  Jones);  and politeness  is  shown  by  offering  assistance  (May I  help  you?). When  callers  fail  to  identify  themselves, ask for their identity as tactfully as possible. For example, “May I tell the chaplain who is calling, please?” If  a  caller  asks  to  speak  to  a  particular chaplain  who  is  not  available,  the  services  of another chaplain should be offered if at all pos- sible; or a message should be taken and the caller informed  that  the  unavailable  chaplain  will  return the call. Telephones   should   be   answered   as promptly  as  possible.  Also,  they  should  not  be left  unattended  during  normal  working  hours. If  an  occasion  arises  where  a  caller  must be  placed  on  “hold”  for  a  period  of  time,  it  is 2-7