Polytechnic University of the Philippines

College of Business Administration

DEPARMTMENT OF OFFICE ADMINISTRATION
Sta. Mesa, Manila

INSTRUCTIONAL MATERIALS FOR

OFAD 30033

ADMINISTRATIVE OFFICE PROCEDURES

AND MANAGEMENT

PREPARED BY:

Raquel G. Javier, MF
First Semester, SY 2020-21
 TABLE OF CONTENTS

Introduction................................................................................................................... 2

CHAPTER I - The Office in the Changing Business World........................................ 2

A. The Office Today......................................................................................... 2

Concept, Functions and Importance
Workplace Ergonomics and Office Layout
Learning Activity #1................................................................................ 5
B. Technology in Modern Offices....................................................................... 5
Alternative Offices – Virtual, Mobile and Home Offices
C. The Office in Relation to the Total Organization.......................................... 5
Learning Activity #2............................................................................... 8
D. Information: A Vital Business Resources Information Processing.............. 8-10
Use, Forms, Processing, Technologies, Computer-based
Information Systems and Electronic Resources
How Technology has Changed in the 21st-Century Workplace
Learning Activity #3............................................................................ 11

CHAPTER II – The Office Professionals.................................................................... 11

A. Duties and Responsibilities of Office Professionals.................................. 11

Learning Activity #4............................................................................ 12
B. Office Competencies Needed for Employment......................................... 12-16
Four Major Group of Office Competencies
Administrative Professional Workplace Requirements
Success Qualities
Learning Activity #5........................................................................... 18
Learning Assessment #1................................................................... 18
C. Developing Office Competencies............................................................. 18
Strategy in Developing Office Competencies
D. The Professional Image........................................................................... 19-21
Characteristics of a Professional
Ethical Behavior
Your Professional Look
Understanding Business Etiquette
Learning Assessment #2................................................................... 22
E. Written Communication............................................................................ 23
1. Reading and Writing at Work......................................................... 23-24
Basic Types of Written Messages
Organizational Skills
General Principles for International Correspondence
2. Business Correspondence........................................................... 25-26
Characteristics of Effective Correspondence
Proofreading Tips
3. Business Reports and Related Documents................................. .. 26-27
Planning and Writing Guidelines
Learning Activity #6............................................................................. 27
 F. Verbal Communications and Presentations............................................ 27
1. Verbal Communication................................................................ 27
Listen Actively
Be nonjudgmental
Using Language Appropriately
2. Nonverbal Communication.......................................................... 28-29
Body Language
. 3. Verbal Presentations................................................................... 29-33
Planning, Prepare, Practice, and Deliver the Presentation
Preparing Visual Aids
Learning Assessment #3................................................................... 34
G. Telecommunications – Systems, Procedures, & Etiquette...................... 35
1. Telephone Technology and Services & Teleconferencing
2. Effective Telephone Communications
3. Handling Calls Effectively Telephone Etiquette

Mid-Term Examination................................................................................. 40

Chapter III – Organization for Office Productivity.................................................... 41

A. Records Management Systems......................................................... 42

1. Importance of Records
Records Life Cycle
2. Records Storage Methods
3. Storing Procedures
4. Alphabetic Indexing Rules
5. Filing Supplies and Equipment
Learning Assessment #4................................................................... 49
B. Managing Electronic and Microfilm Records........................................... 50
1. Types of Electronic Records
2. Procedures and Managing Electronic Records
3. Managing Magnetic, Optical and Microfilm Media
C. Manual Records Retrieval, Retention, Transfer, and Disposal............... 51
Mailing Procedures and Services..................................................... 51-53
1. Incoming Mail Procedures
2. Outgoing Mail Procedures
3. Handling Electronic Messages
4. Managing Mailing System, Mail Handling Responsibilities
Learning Activity #7........................................................................... 53
Learning Assessment #5.................................................................. 53
E. Administering Meetings............................................................................ 53-56
1. Types of Business Meetings
2. Planning Business Meetings
3. Preparing and Participating in Meetings
Taking Minutes of Meeting
4. Meeting Roles and Responsibilities
Leaders’ Responsibilities
 Participants’ Responsibilities
5. Types of Teleconferences and
Video Conferences

Learning Activity #8............................................................................... 57

F. Administering Travel Arrangements........................................................ .. 57-59

1. Preparing for Business Travel

2. Travel Arrangements for Domestic, International
3. Travel Appointments and Reservation
4. Organizational Travel Procedures and Guidelines
5 Preparing Post-trip Activities
Learning Activity #9....................................................................................... 59

Chapter IV – Human Relations And Workplace Requirements................................ 60

A. Personal Qualities at Work...................................................................... 60

B. Human Relations at Work....................................................................... 61
C. Teamwork and Teamwork Composition................................................. 61
D. Diversity in the Workplace...................................................................... 61
E. Leadership Traits.................................................................................... 62
F. Managing Stress and Time in the Workplace......................................... 63
Learning Activity #10.................................................................................... 65
G. Career Advancement............................................................................. 65-66
1. Opportunities in local and international job markets
2. Membership in National and International Professional Organizations
3. Participating in Skills
Trainings and Seminar for Career Advancement
4. Professional Examinations and Qualifications
Civil Service Sub-Professional
Civil Service Professional
Stenographer’s Examination
Medical Transcription National Certification III
Other TESDA National Certifications
Final Examinations................................................................................................... 66
Course Requirements.............................................................................................. 67
Course Grading System........................................................................................... 68
Suggested Reading Materials.................................................................................. 68
Introduction

Welcome to Administrative Office Procedures and Management course. As a student,

you face a twofold challenge: to prepare for the initial demands of full-time employment and to
acquire the skills to learn on the job and adapt to new procedures and technologies.

This module has been designed to help you develop skills that will be important in your
career in a professional or business position. The content you study will help prepare you to enter
the workforce now and to face the changes you will encounter in the future.

Happy learning!

Week 1- 2

CHAPTER 1 – THE OFFICE IN A CHANGING BUSINESS WORLD

Learning Objectives

At the end of this lesson, you should be able to:

 Describe various type of offices
 Explain how technology influences office practices
 Explain how employees develop understanding of organization in which they work
 Describe the relationship of the office to the overall organization
 Explain the vital role that information plays in operating a business
 Describe how the internet affects the way business acquire, use and share information

Course Materials

Internet resource site: https://swlearning.com

https://work.chron.com/technology-changed-21stcentury-workplace-18447.html/Retrieved;

A.THE OFFICE TODAY

CONCEPT, FUNCTIONS AND IMPORTANCE

The word “office” came from Latin word “Oficium which

means personal, official, or moral duty; official position;
function ceremony, etc. In Middle English, an office is
defined as a room or other area where an organization’s
personnel or employees perform administrative work in
order to support and realize objects and goals of the
organization. In modern term, an office is usually the
location where administrative professionals carry out
their functions. The term office is used in a variety of
ways. An office is a place in which the affairs of a
business or an organization is carried out. For example,
you may have heard a lawyer say, “I will be out of the

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office.” The office is a place of work for many types of workers. Accountants, marketing
managers, systems analysts, human resource directors, as well as secretaries, records clerks,
administrative assistants, principals, directors, encoders, and many others work in offices.
Although each of these employees has varying duties, all of them must be knowledgeable about
many office practices.

Ergonomics

Here are the elements for good office ergonomics:

Lighting
Your lighting is one of the most essential elements for good office ergonomics. Having the
proper lighting level for the type of task being performed increases your comfort and accuracy
and reduces eye strain. Equally important to the amount of light is the location of the light.
Lighting sources that create shadows or glare cause a lot of problems, especially on a computer
monitor. Reflected light is the best type of light source.

To reach proper light levels and uniform light distribution in the visual environment, many light
fixtures are designed to reflect light off walls, ceilings and objects. The amount of light reflected
off a surface can be measured. Suggestions for the percent of light reflected off surfaces in a
typical office include:
Window blinds (40-50%). Walls (50% maximum).
Business machines (50% maximum). Ceiling (70-80%).
Floor (20-40%). Furniture (25-45%).
The percent value refers to the amount of light that a surface reflects relative to the amount that
falls on the surface.

Color
The colors that surround you can have a lot to do with how you feel when inside the office
environment. Colors can have a strong psychological affect on you, especially when staring at
the same color for 8 plus hours a day with no escape hatch around. The psychology of colors
has a lot to do with interpretation and understanding of how "expansive" or "intense" a color is.
The more vibrant or expansive a color the more it can affect you, especially when in an enclosed
space. Expansive colors indoors can give people severe anxiety. There are ways to use colors,
even bright, expansive colors indoors to achieve many positive affects, but since that can be
complicated most people go with toupe or beige since it is rather neutral in the psychological
perspective and doesn't cause any problems, even if it doesn't cause any excitement either.

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Floor Plans
The overall layout of the office environment needs to be considered for ergonomic issues as much
as for aesthetic and human resource issues. Packing in as many people as possible may seem
like a good idea, but a worker without the proper room to work is not a productive worker. An 8'
x 8' cubicle is the bare minimum for any work space and really only acceptable for work like call
center employees that do not require much desk space. A 10' x 10' cubicle is marginal for most
office workers with 12' or more in one or both directions a much better solution.

Acoustics
Acoustics is the interdisciplinary science that deals with the study of all mechanical waves in
gases, liquids, and solids including topics such as vibration, sound, ultrasound and infrasound.
Good acoustics reduce distracting background noises, providing employees with the environment
needed to complete their daily tasks comfortably and on time. Moreover, they aid communication
between colleagues by absorbing unwanted echoes from other areas, leading to clearer
conversations and increased privacy.

Furniture
Workplaces that do utilize ergonomic office furniture experience better employee morale, less
loss of work time, and greater efficiency. This not only improves the function of the company, but
also attends personal concerns for workers. Reduced stress, a better ability to relax in down time,
and the ability to enjoy and appreciate professional pursuits are also a result that can translate to
better business returns. If you spend long hours at the computer and use ergonomic furniture in
your office, you will find that it will provide a greater amount of comfort than traditional office
furniture and will enable you to accomplish more throughout your workday. More offices are being
equipped with ergonomic furniture to enable employees to work comfortably and effectively, with less risk
of injury to the body.

Office Layout
Layout of the office space may be another factor. Cubicles and offices near a conference room
or break area are often very difficult to concentrate in. Being located to a main thoroughfare where
everyone feels free to talk while walking is another. Primary exits and lobby areas are still another
source of office noise pollution and should be considered carefully when making any office layout
changes or staffing decisions. The arrangements of chairs and desks in an office should aim at
creating an ambiance that is worker-friendly. This allows a worker to produce the best results
while maintaining good health. Office ergonomics entails adopting designs that suits your
workstation, your job requirement and your position. Workplace design has a profound impact on
the productivity of workers. Making the best use of space through optimum placement of
equipment, integrating the human factor into workplace design, and effectively aligning the
workplace into the surrounding environment are important aspects of ergonomics.

An ergonomically designed workplace will go a long way in creating a positive difference in the
attitudes of workers while maintaining an atmosphere that is conducive to meet organizational
goals. (https://www.workdesign.com/2012/08/ergonomics-and-workplace-design)

Office Productivity
Office productivity is a category of software that addresses general business needs such as
document creation, email, media editing and content management. The term is associated broad
purpose tools that are useful for general office activities such as communications and document
creation. It is imperative to note that office productivity relies on a thoughtful technology

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infrastructure that’s responsive, mobile- and multi device-ready, and provides the control you
need to remain in compliance and that is to start at the core. The next point is to manage your
IT. Create a technology infrastructure that ensures your offices, data centers, employee devices
and hybrid cloud IT environments which are flexible, streamlined yet scalable, and reliably secure.
Another point is to connect your teams which is to simplify the management and control of data,
content and processes with efficient and responsive solutions that enable the team to collaborate
and share work, organize projects, and access shared resources. Last but not least is to make
smart decisions. A familiar dashboard gives you visibility into exactly how your technology and
teams are working together.

Learning Activity/Assignment #1

 Submit photos of office layout and ergonomics of at least five top business organizations
in the Philippines today. Using a matrix/table identify and explain briefly the elements of
ergonomics they used.

B. TECHNOLOGY IN MODERN OFFICES

ALTERNATIVE OFFICES

Telecommuting is the practice of working and communicating with others from a remote location
using the internet or an intranet. Equipment such as computer, telephone, and fax machine
makes talking and sharing data easy. These workers may work in virtual offices, mobile offices
or home offices.

Virtual Office. The term virtual describes something that has a conceptual form but no physical
form that you can see or touch but allows you to perform work activities as you would in a
traditional office setting.

Mobile Office are very much like traditional offices, but they are temporary. Offices set up at
construction sites and manned by office staff are one type of mobile office. For example, an
accounting firm or law firm may have many staff members who work away from the company a
great deal of the time. Because such personnel do not need a permanent office, they can request
an office on their arrival at headquarters.

Home Office or Work from Home. With our present situation, most of the organizations
encourage work from home wherein workers can communicate easily with other using e-mail, the
internet, an intranet, fax and a telephone. Some people who work from home are able to take
part in teleconferences, webinars, zoom, telegram, lark, and other platform of information
technology.

C. THE OFFICE IN RELATION TO THE TOTAL ORGANIZATION

TYPES, GOALS, AND STRUCTURE

Office tasks are related to the work of many parts of an organization. Completing office tasks
often requires judgment and making decisions. Understanding the organization will help you

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make sound decisions in completing your work. Understanding the Organization. Office activities
are basically related to information. You will process and communicate information as you
complete your work. In doing so, you will learn much about your organization. Such learning,
however, is not automatic. You must make an effort to learn about the company. You will find
task more interesting and be a more valuable employee when you understand the organization.
The information you handle is related to your organization. You should be alert to opportunities
to learn from the content of your work. Of course, you must realize at all times the information
you handle may be confidential.

TYPE OF ORGANIZATIONS

Sole Proprietorship - A business owned by one individual. Such business may or may not also
managed by the owner. Sole proprietorships may be of any size, but many of them are small. A
sole proprietorship is a business with a single owner and not registered as a corporation,
partnership or limited liability company. A sole proprietor can work as an independent contractor
or operate a small business. Sole proprietors own businesses in many industries. Many home-
based businesses are operated by sole proprietors. Understanding common businesses operated
by sole proprietors can help you decide if it is the right structure for you. Can you list down some
examples of sole proprietorship in your town?

Partnership - is a legal form of business operation between two or more individuals who share
and manage both the profits and losses of the company. Different types of partners may
participate in a partnership. Some partners may provide funds for the business but not take part
in managing it. Other partners may actively lead and manage the business. Can you give some
examples of our local partnership organizations?

Corporation - is a business set up under the laws of a particular state. A business may be
privately or publicly owned. Owners have shares of ownership called stock certificates. Owners
are called stockholders of shareholders. The corporation is considered a legal unit, separate from
its shareholders. Publicly owned corporations are required to report information about the
business to shareholders on a timely basis.

Governmental Units
Governmental units at the local, state, and national levels play a critical role in society. These
units are called by different names such as agency, commission, bureau, department, and board.
Each unit has specific responsibilities for services considered important for the citizens served.

GOALS OF ORGANIZATIONS

Each of the three major types of organizations has different overall goals. Businesses, including
professional companies, seek to make a profit. On the other hand, not-for-profit entities and
governmental units do not seek to earn profits. Their goals relate to the services they provide.
These goals influence the work of the employees.

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STRUCTURE OF ORGANIZATIONS

Many different types of employees work at various level in companies. Because they work
together, they must know who is responsible for each activity. They must also know that authority
each person has. Office workers, especially, find it helpful to understand the duties and authority
of those with whom they work. Knowing how a company is structured will give you a better
understanding of how it operates. Many companies prepare a chart that shows positions in order
of rank or authority. An organization chart shows the structure of a company. You may download
a sample of an organization chart using the structure of our University.

Board of Directors
Many large corporations have boards of directors. Publicly owned corporations must have such
boards. Owners elect members of the board of directors. The board establishes the policies that
guide senior management in directing the company. Generally, some senior managers of the
company are members of the board. The board has a number of committees that may meet more
frequently than does the full board. Some members of boards of directors are not employees of
the company. These directors are expected to provide guidance and to make decisions that will
serve the best interests of the company. Such outside directors receive a payment for their
services, which are limited to a number of meetings each year. Generally, the full board of
directors may meet no more than four to five times each year

Senior Management
Those persons who provide direction in carrying out the policies of the board of directors are
identified as senior management, or top management, in both businesses and not-for-profit
entities. The chief executive officer (CEO), the president, the chief operating officer (COO), and
the chief financial officer (CFO) are generally included in this group. The CEO and president have
overall responsibility for everything that happens in the company. In some companies, one person
holds both of these positions, and even additional ones.

Middle Management
Managers and supervisors who direct day-to-day activities of the organization are referred to as
middle management. Increasingly, American companies have fewer middle managers. You may
have heard references to a flatter organization. Such an organization has fewer layers or levels
of managers. Increasingly, workers are given authority to make decisions without review by one
or more higher-level managers. This concept is sometimes called employee empowerment.

Department Employees
The nature of a company’s activities determines the types of workers that will be employed. Each
type of employee has certain duties. Working together, they are expected to meet the goals of
the organization. In most medium- and large-sized companies, employees are organized in
departments or teams that relate to the functions of the company. These functions may include
finance and accounting, communications, sales and marketing, information technology, legal
services, and human resources. Office workers
can be found in all these areas.

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Learning Activity/Assignment #2

 How does a traditional office differ from a virtual office, a mobile office, and a home office?
 Why is it valuable for a worker to understand the business of the organization in which he
or she is employed?
 In what ways can workers learn about the organizations in which they are employed?
 Identify the common forms of businesses?
 Go to PUP website and download the University’s organization chart. Analyze and explain
briefly how you understand the structure of organization.

Week 3

D. INFORMATION: A VITAL BUSINESS RESOURCES

Most of the work performed in offices involves the processing of information. Information starts
as basic facts or raw data made up of numbers, symbols, and letters. This raw data becomes
information when it is organized in a meaningful way. Example an office worker in a shipping
department answers a customer’s inquiry about a shipping a date. The basic facts used are the
customer’s name, the invoice number, and the shipping date. Locating the specific invoice gives
the office worker the information to answer the customer’s question.

INFORMATION PROCESSING ACTIVITIES

Information processing - is putting facts or numbers into a meaningful and useful forms. Five
types of activities or operations are typically involved such as:

Operation Example
Input: entering data into information systemEntering data about a new employee to
activate payroll and benefits
Processing: Handling data to create Formatting and arranging text and graphics to
meaningful Information create a newsletter
Output: Retrieving information from the Printing labels and brochures for a customer
system mailing
Distribution: Sending information to the Sending a report to a coworker as an email
appropriate people attachment
Storage: Saving information for future use Saving computer files

INFORMATION TECHNOLOGIES

Information technology refers to the equipment and software that allow a user to create, store and
retrieve information. The information processing methods found in business vary according to
how technology is used. The telephone is the most common piece of equipment that is found in
almost all offices. Photocopiers, fax machines, and computers are becoming almost as common.
Technology allows for rapid processing of a huge quantity and variety of information. Information

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technologies can be used to improve communication among the staff and between companies
and their suppliers and customers. Examples of common information technologies used in office
include computers connected to networks, the Internet, and online services provide access to a
wide range of resources; electronic imaging and transmission of documents reduces paper work.
It saves valuable time and increases customer satisfaction; electronic mail, instant messaging,
online databases, and two-way video increase the flow of information and speed of responses.
Interactive voice response systems reduce manual processes for sending and receiving data.

Computer-based systems are common in today’s offices. Computerized processing relies

heavily on equipment (the computer) and related software to turn data into meaningful and timely
information.

INFORMATION SYSTEMS

Information technology refers to the computer and equipment and software used to process
information. Technology is only one part of managing information. Managing information
effectively also includes people who follow procedures to run the information technology
efficiently. An information system is composed of people, the information technology and
resources, and procedures used to process information. The information systems found in a
company relate to business activities such as accounting or manufacturing. Three typical
information systems are: Accounting information systems used to record transactions and create
financial reports; marketing information system helps the business keep tract of customers;
Product information systems determine the cost of goods it sells.

ELECTRONIC RESOURCES

With advancements in information technology come new sources of information and new ways to
access the information. Electronic resources, often called online resources, are those available
via computer. Online resources are becoming more popular because of the wide range of
available information and the instant access to the information.

Electronic Databases - is a collection of related data. These databases provide information on

many topics useful to businesses. Most electronic databases have powerful search features.
These features allow the user to find data quickly and easily.

Personal Digital Assistants (PDA) - provides another means for retrieving information. PDAs
can be used to store a variety of data, from a list of schedules and appointments to photos to a
reference text.

Intranets - are internal networks based on Internet technologies and standards. Intranets allows
workers to share data quickly. The data can be used to make decisions and serve customers
effectively. An Intranet can be used to keep employees informed about the company’s products,
procedures, and activities.

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The Internet - is a giant network of computers and smaller networks that spans the globe, is the
world’s largest information resource. Using the Internet, businesses can connect with other
people, organizations, and information resources quickly and easily. The Internet is used for
research, transferring files, exchanging messages, promoting organizations, advertising products
and services, and buying and selling products.

Web Browsers - provided navigation and search tools to help you find topics and locations on
the World \wide Web. URLs (Uniform Resource Locators) are interned addresses that can be
understood by any Web browser as it searches for hypertext documents on computers around
the world.

Search Tools - often referred to as search engines, can help you locate sites. You may be
familiar with some widely used search engines such as Google, Alta Vista, Yahoo, etc.

E-mail - is the electronic transfer of massages using computers and software. Users are limited
to sending and receiving messages only to and from those on their network unless their network
is connected to the Internet. Email messages contain text. Some programs also allow the
message to contain audio and graphics. Files may be attached to an email message.

Mailing List - is a directory of Internet user addresses. Some mailing lists are used by businesses
while other lists are private.

E-Commerce--Buying and Selling Online. Businesses are changing the ways they acquire, use,
and share information. Amazon.com, one of the most successful e=commerce companies uses
this technique.

HOW TECHNOLOGY HAS CHANGED IN THE 21ST-CENTURY WORKPLACE

Technology makes it possible to telecommute, work from virtual offices and communicate with
businesses and individuals across the globe. Flexible work schedules are popular because so
many duties and responsibilities can be accomplished from an employee working at home or
while the employee is traveling. The private sector initially became the test case for telecommuting
arrangements, and the government followed suit in its attempt to be competitive with industry in
attracting qualified candidates. Remote reporting relationships are also a factor of improved
technology. Managers of team members who live and work in different cities, and even different
countries is becoming more common.

GLOBALIZATION AND TECHNOLOGY

Technology has a huge impact on globalization enables companies of all sizes to do business
with customers all over the world. In addition, businesses can establish satellite offices in
practically any country no matter how remote as long as there is Internet access. The competition
for providing Internet access to developing nations will proliferate, enabling growth in areas
previously deprived of business opportunities due to lack of communication devices. The other

9
side of the coin is the international marketing of technology researched by George Washington
University technology professor Robert W. Rycroft. He makes an interesting observation about
multinational countries engaged in international marketing of technology products. This practice
has been coined as “technology exploitation.” By this observation, it is the desire to push products
that is creating wider globalization efforts instead of globalization efforts creating a need for
advanced technology. (http://smallbusiness.chron.com/technology-impacting-changes-21st-
century-workplace-3357.html)

Learning Activity/Assignment #3

 Will using the technology ensure that office workers are highly productive?
Why or why not?
 List/Identify four activities for which businesses use the Internet. Explain briefly.
 Give two examples of how organizations promote themselves using Web sites?

Week 4-5

CHAPTER 2 – THE OFFICE PROFESSIONALS

Overview

Office professionals – also called ‘business & administration professionals’ – are high-
skilled office workers who carry out a broad range of tasks that involve dealing with finance,
business administration, human resources, public relation and marketing, sales in the technical,
medical or ICT areas. Occupations in this group include for example accountants, finance
analysts, policy administration professionals, career development and training professionals,
business consultants, advertising or marketing professionals or technical and medical sales
professionals. Typically people in this occupation have completed between three and six years of
higher education. (Office professionals | Skills Panoramaskillspanorama.cedefop.europa.eu occupations)

Learning Objectives: At the end of this chapter you must be able to:

 Describe the duties and responsibilities of an office professionals

 Explain employer expectations and factors related to developing office competencies
 Discuss future prospects for employment where office competencies are valuable
 Explain issues that affect achieving company goals
 Prepare a strategy in developing office competencies
 Explain what to do to make a positive first impression in a business situation
 Analyze the importance of business etiquette

Course Materials

A. DUTIES AND RESPONSIBILITIES OF AN OFFICE PROFESSIONALS

As an office professional, you will face numerous challenges. You live in a work world
where change is constant, and change is not always easy to handle. If you are to be successful,

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you need to be clear about what is important to you and the directions you want to take. In the
workplace, you make decisions daily. Many of these decisions will be affected by your values.
Values are deeply held beliefs that come from many sources; some of these sources are your
parents, your school experiences, your culture, and your friends. As you prepare to become an
effective office professional, you need to seriously consider your values. Almost daily you will
face situations in the workplace that call into play your values.

Due to office automation, the job responsibilities of office professionals continue to change. Core
responsibilities typically include the following:

 Store, retrieve, and integrate information for dissemination to staff and clients.
 Serve as information and communication managers.
 Plan and schedule meetings and appointments.
 Organize and maintain paper and electronic files.
 Manage projects.
 Disseminate information through the telephone, email, regular mail, and Websites.

An office professional may also perform activities such as the following in addition to the core
responsibilities.

 Provide training and orientation for new staff.

 Conduct research on the Internet.
 Troubleshoot problems with the office technologies.

Continuing education is important for office professionals. Postsecondary education and various
professional skills and qualities, membership in professional organizations are essential for
success in office professional positions.

Learning Activity/Assignment #4

 As an office professional, what is the importance of understanding your duties and

responsibilities?

 Among the core responsibilities, identify at least two that you believe at this point you
could handle. Explain why.

B. OFFICE COMPETENCIES NEEDED FOR EMPLOYMENT

FOUR MAJOR GROUP OF OFFICE COMPETENCIES

A wide range of activities make up office competencies. However, four major group of activities
based on primary skills reflect the overall nature of office work. These areas are:

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Word Processing - is crating written documents such as
letters or reports by using software programs and computers.
Usually these documents are shared in printed form.
However, they may also be shared and read online. Some
word processing programs allow the user to save documents
in HTML format. (HTML: hypertext markup language,
authoring language used for World Wide Web and intranet
documents.) See the attached figure, these documents can be posted and viewed on a company
intranet. Word processing skills are needed by many workers. Executives in many companies
spend much time writing messages. Technical personnel, such as engineers, advertising
designers, architects, and public relations specialists are employees likely to use word processing
and basic desktop publishing skills in their work. Some office support staff work full-time handling
word processing and basic desktop publishing activities. The efficient use of computer in
preparing many types of documents is the goal of skill development in this area. The essential
skills include:

 Keyboarding with speed accuracy

 Knowledge and skill in use of software programs
 Skill in formatting and proofreading documents
 A large vocabulary
 Proficiency with grammar, punctuation, and spelling
 Ability to learn special vocabularies
 Ability to follow instructions
 Skill in preparing copy from audio recordings, if employed as a transcriptionist
 Skill in dictating text and commands if using speech recognition software

Data Processing - is collecting, organizing, analyzing, and summarizing data. The data is
generally in numeric form. Many jobs require such skills. This type of activity is usually done
using spreadsheet or statistical computer programs. We may think of data processing as dealing
with numbers and word processing as dealing with text. However, the two processes often blend
with one another. The two processes together are often referred to as information processing.
Many workers do this type of office activity. Among the skills important for workers who handle
data processing activities are the following:
 Proficiency with spreadsheet, database, and related software programs
 Knowledge of arithmetic processes and statistical methods
 Ability to be consistently accurate
 Knowledge of methods of organizing and analyzing data
 Ability to interpret data
 Ability to prepare reports that give information in a meaningful way
 Ability to maintain an organized workstation

Information Management and Transmission - refers to organizing, maintaining, and accessing

data. Transmission refers to sharing information both within and outside the organization. The
skills considered basic in this category include considerable variety:

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  Ability to find the information needed
 Ability to maintain or develop an information system
 Ability to give attention to details
 Ability to use established procedures
 Knowledge of records management principles and basic filing rules
 Good keyboarding skills
 Proficiency in working with databases
 Ability to meet deadlines and solve problems
 Ability to work with others

General Managing and Communicating - are broad areas that involve handling work time and
tasks efficiently. They also involved dealing with other employees and customers. Setting up
schedules, meeting deadlines, and tracking the progress of tasks are aspects of general
managing. Communicating with customers and coworkers is a common activity for many types
of workers in a company. Reporting on the progress of tasks, projects, or budgets is also an
aspect of general managing. Often, these reports are given budgets is also an aspect of general
managing. Often, these reports are given orally and delivered with the use of multimedia
presentation. The skills and knowledge needed to handle the activities in this category are varied.
In general, they include the ability to:

 Establish priorities
 Establish schedules and meet deadlines
 Work in teams
 Motivate others to complete work
 Use a personal computer and manage files
 Handle telephone calls effectively
 Give attention to several tasks at the same time
 Determine the time required for completion of tasks
 Communicate effectively both orally and in writing
 Interact with many types of people at all levels

ADMINISTRATIVE PROFESSIONAL WORKPLACE REQUIREMENTS

Postsecondary education and various professional skills and qualities are essential for success
in office professional positions. Some of the major workplace requirements needed to be a
successful and product office professional are as follows:

SKILLS. Skills needed in all office professional positions include the following:

 Communication (listening, reading, verbal presentation, and writing). Office professionals

spend a major part of their time communicating with others. Communication takes the
form of emails, letters, faxes, voice mail messages, telephone calls, written presentations,
verbal presentations, and one-on-one conversations.

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 Interpersonal relations--as an office professional, you will interact with many people.
Within the company, you will work with coworkers, supervisors, and other executives.
Contacts outside the company include customers and visitors to the workplace. The
people you encounter will be of different cultures, races, ethnicities, and ages.
Additionally, you will interact with who have diverse educational and professional
backgrounds.. If you are to be successful in working with these individuals, you need to
be sensitive and accepting of their needs, cultures, and diverse backgrounds.

 Time management. As an efficient office professional, you will need to organize your time,
paper records, electronic files, and calendar so work flows smoothly and tasks are finished
on time.

 Critical thinking. It is a unique kind of purposeful thinking in which a person systematically

chooses conscious and deliberate inquiry. To think critically about an issue means to try
to see it from all sides before coming to conclusion. As an office professional, you should
think critically about the issues facing you. Doing so can save you time and make you
more productive. These skills can also make you a valuable employee for your
organization. As you are learning and practicing critical-thinking skills, a systematic
process of asking appropriate questions will help you.

 Decision making. In your role as an office professional, you will make decisions daily. If
you are to be effective in that process, you must understand and implement proper
decision-making steps.

 Creative thinking. Creativity means having the ability or the power to cause to exist.
Creativity is a process. It is a way of thinking and doing. A creative person understands
that multiple options exist in most situations and that he or she is free to choose from a
variety of options. Creative individuals use more than one set of rules or one method for
getting a job done.

 Teamwork. Teamwork skills are similar to interpersonal skills in that they demand that
you understand, accept, and respect the differences among your team members.
Teamwork also demands that you engage in the following behavior:
o Treat all team members courteously
o Build strong relationships with individual members of the team and the team as a whole
o Learn collectively with the team. Start by developing self-knowledge and self-mastery;
then look outward in developing knowledge and alignment with team members
o Take responsibility for producing high-quality work as an individual team member and
encouraging a high-quality team project.

 Technology. If you are to succeed in the workplace, you must be competent and current
in your knowledge and skills of technology as it applies to your job. You must develop the
following:
o Proficiency with computers and current software
o Proficiency in telecommunications
o Capability in researching on the Internet
o Competency in using printers, copiers, and scanners
o Willingness to research and use new workplace technology

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  Leadership. You can develop your leadership skills by seeking out and accepting
opportunities that allow you to practice leadership. For example, you might accept a
leadership position in one of your school’s organizations in your community. As you seek
out and accept leadership opportunities, learn from each of them. Evaluate your
performance or ask a close friend to evaluate your performance.

 Stress management. You live in a fast-paced world--one where you may find yourself
dealing with work-related stress. Chronic stress can cause serious health problems and
affect your work, not only in the way you perform when you are under stress, but also in
the work you miss due to illness. Anger, stress, and time management are all closely
related. If you experience deep-seated anger, you become stressed. In order to be
effective in your work and personal life, you need to understand how to manage anger
and your time so you do not become ill or chronically stressed.

Success Qualities. In addition to the skills identified in the previous section, certain qualities are
essential for the success of an administrative professional. These qualities include:

 Openness to change. Because change is constant in our society and all projections are
that change will continue to be present in our world, you need to be able not only to cope
with change but to embrace it. To help you cope with change, see to understand your
organization as well. Read the strategic directions for your organization; discuss these
directions with your employer. Consistently learn new technologies and how you may be
more effective in using them.

 Creativity as defined by the dictionary is having the ability to produce new ideas and being
original and imaginative. For example, when dealing with a new situation or a new
technology, a creative person will have the ability to:
o Evaluate the situation
o Determine what needs to be done
o Establish guidelines for achieving objectives
o Evaluate the effectiveness of the efforts

 Initiative and motivation. Initiative is the ability to not only begin but also to follow through
on a project. You demonstrate initiative by taking the projects that are given to you and
completing them successfully. You also seek out tasks being those that have been
assigned to you. You consistently analyze what needs to be done and then follow through
on doing it. Motivation is defined as an inducement to act--to get a task done. Motivation
and initiative are closely related, with motivation providing the incentive to act and initiative
providing the ability to get the task accomplished.

 Integrity and honesty. In the workplace environment, integrity and honesty mean that you
engage in the following behaviors:
o Adherence to a strict ethical code
o Truthfulness
o Sincerity

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  Dependability is defined as being trustworthy. In action, dependability means that you
perform in the following manner in the workplace:
o You are productive and consistent in getting the tasks of your job done.
o You are thorough and timely in producing your work.
o You willingly put in additional time that is often needed for an important assignment.
o You do what you say you will do and when you say you will do it.

 Confidentiality is defined as secrecy, privacy, or discretion. In the workplace,

confidentiality means the ability to receive and keep private information that is secret. You
may be made aware of information that, if exposed, may pose a threat to your organization
or to people within the organization. You must have the ability to understand the
importance of not leaking the information to others within or outside the organization.

 Commitment to observing and learning. With the workplace constantly changing and new
technologies being developed, your task as an office professional is to commit to continual
learning, these process are as follows:
o Do I make an effort to understand the directions of my organization?
o Do I understand what my employer expects of me?
o Do I listen to others?
o Do I live by a set of ethics and values?
o Do I respect diversity of people and ideas?
o Do I commit to learning new technologies?
o Am I reliable?
o Do I plan my daily and weekly schedule well?
o Am I flexible?
o Do I handle pressure well?

Set Appropriate Goals. Personal goal setting involves setting both short and long-range goals.
In order to set goals, you need to determine what is important to you. Take an inventory of your
needs, wants interests, and abilities. Assume that in developing your master plan you decide you
want your life to consist of career success, good health, financial security, and happiness. To set
short-range goals, begin by considering the following areas:

o Your strength and weaknesses

o Your motivation
o Your energy level
o Your ultimate desire to succeed in what you have planned for your self

Keep in mind that your goals will change over time and that you may not always reach all of your
short-and long range goals.

Make Effective Decisions. A decision is the outcome or product of a problem, a concern, or

an issue that must be addressed and solved. In your role as an office professional, you will
make decisions daily. It is important that you make good decisions. These decisions may
range from recommending new technology to deciding how to handle a difficult client or
customer. To make these decisions more effectively, you need an understanding of the
decision-making process and follow systematically:

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  Define the problem or the purpose
o What problem am I trying to solve, or what purpose am I trying to achieve?
o Why is this decision necessary?
o What will be the outcome of this decision?

 Establish the criteria

o What do I want to achieve?
o What do I want to preserve?
o What do I want to avoid?
 Generate Alternatives or Possible Solutions
 Test the Alternatives and Make the Decision
 Evaluate the Decision

Learning Activity/Assignment #5

 List and explain five skills necessary for being a successful administrative professional.

 Discuss briefly why flexibility and adaptability are essential for success in the workplace.

Individual Assessment Rubric (Quiz) #1

Making Decisions (25 points)

Assume that you have completed your studies and are seeking your first full-time position. You
have been interviewed by personnel recruiters in two companies. Each company has offered you
a position. You like both companies as far the nature of the work, the salary, and the employee
benefits. But there is a difference in where you will work.

In Company A, you would be expected to come to headquarters each day. The company has
excellent computer facilities, and the supervisor seems very helpful and friendly. In Company B,
you would be telecommuting. Company B would provide you with all the equipment and furniture
for your work station at home. You would have access to the supervisor via telecommunications.
From time to time--possibly no more than once in three weeks--you would be expected to attend
a training session or a team meeting at headquarters. Which position would you accept?

1. Make a list of the factors you would consider in making a decision.

2. Write a brief paragraph in which you discuss your decision and the basis for it.

Week 4-5

C. DEVELOPING OFFICE COMPETENCIES

Strategy in Developing Office Competencies. Consider the competencies you have now. What
skills and understandings do you have today that would be of value to an employer? You may
have work experience, either paid of volunteer. Think about what those experiences required and
the extent to which you were comfortable in doing the work. Your education has been focused

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on developing critical basic competencies. Those basics included reading, writing, arithmetic,
speaking, and listening. You have also studied math, literature, history, social studies, physical
sciences, languages, and other subjects. Think of your educational experience. Identify your key
competencies that you believe will have value at work. Competencies commonly developed in
elementary and secondary school are valuable competencies for the office. Set goals for
improving or developing new competencies.

D. THE PROFESSIONAL IMAGE

Characteristics of a Professional. Appearance is only part of the equation when creating and
maintaining your professional image. The impressions you make on others, your attitude toward
your work and your coworkers, your work ethic, your professional dress, and your familiarity with
business etiquette all work together to form your professional image.

First Impression. The power of a first impression is immeasurable. Think back to the day when
your first set foot on your college campus. You are very likely to recall, no matter how long ago it
was, exactly how you felt, even if you do not remember all of the details. Whether it was positive
or negative, you remember the first impression that it made.

 Be on time or arrive early

 Be comfortable and confident with your skills and abilities
 Dress professionally
 Smile
 Be conscious of body language.
 Be positive
 Be courteous

Positive Attitude. Attitude is defined as disposition, feelings, or moods toward things,

circumstances, or people. Your attitude comes through in everything that you do, from answering
the phone to working with others in the office. Although attitude can be positive or negative, it is
something a person can control. Every day a person has a choice as to what attitude to have.
Although there are things in life a person cannot change, individuals can change their attitudes
and how they look at things.

Work Ethic. Work ethic is a set of values based on the merits of hard work and diligence. It is
also a belief in the benefit of work and its ability to build a person’s character. Coming to work on
time, being prepared for meetings, and working cooperatively with others in your office says a lot
about your work ethic. Exhibiting the right attitude, skills, and professional ethics is a positive start
to developing an effective work ethic. If you wish to be successful, you must develop a positive
work ethic. Think about the type of work ethic you currently convey. Are you loyal to your
employer? Do you take your job responsibilities seriously? Individuals with a strong work ethic
typically display the following characteristics:
 Arrive at work on time and stay until their shift is over
 Meet al deadlines (both scheduled and unscheduled)
 Exhibit a sense of integrity and trustfulness
 Follow established rules and procedures
 Make productive use of work time

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Work Characteristics. Your work area is another avenue for you to present a positive
professional image because it is an extension of your professional appearance. Whether you work
at a desk out in the open area of the office, a cubicle among many cubicles, or in a small, enclosed
office, the appearance of that workplace says a lot to others about your professionalism and your
attitude toward your work. Careful attention should be focused on both your workspace and your
desk.

Your Workspace. The area around your desk, or your workspace, says something about you.
In most instances it is acceptable to personalize this area, but make sure to keep it professional.
It is still a place of business, not an extension of your home. A few personal photos and a small
plant demonstrate that you are an employee who takes pride in your home and family, but does
not make visitors feel as if they are an uninvited guest into your living room.

Your Desk. A professional has an organized desk. Your work supplies, including staplers, paper,
envelopes, paperclips, and pens should be organized and easily accessible. Keep current
projects and completed projects organized as well. Being able to locate material quickly and
efficiently demonstrates your professionalism.

Your Daily Work. What does the quality of your work say about you? Are co-workers likely to
come to you for assistance with a project or a problem? Their view of how you work is an excellent
indicator of how customers and clients view the work that you have done. Attention to detail is
very important. Documents that are proofread, names and titles that are spelled correctly and
used correctly, and papers that are clean and folded evenly all indicate the level of professionalism
that is appreciated by your employer and your clients. The way you complete small or routine
tasks says a great deal about your attention to detail.

YOUR PROFESSIONAL LOOK

People may think that the quality of a person’s work will match the quality of the person’s
appearance. Your appearance may indicate your attention to detail, your level of motivation, and
your sense of professionalism. What you wear and how you present yourself says a lot about you
and can damage or even destroy your chances of success in business.

Dressing the Part. People often make judgements about others based on how they look.
Remember that people establish their first impressions during the first 7 to 10 seconds of an initial
meeting. Because not much is said in this short time, this early judgment is based strictly on
appearance. In addition, your attitude and confidence level are also affected by the clothes you
wear. If you dress more casually, you may tend to behave more casually as well.

Professional Business Attire. In the business world, professional business attire for women is
typically a suit or tailored dress in a traditional color such as black, navy blue, brown, beige, or
gray. The skirt should extend to the knee or below and should not have high slits or openings. A
sleeved blouse in a light color that complements the color of the suit should be worn. Closed-toe,
low-heeled, conservative pumps are also suggested. Women should avoid wearing spiked heels,
sandals, and shoes with flashy beading or stitching. Hosiery should always be worn and should
be neutral or skin-tone in color. Remember to make sure that your shoes and accessories are
clean and polished.

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Business Casual Attire. In the last several years, a new category of business dress has
emerged. This new category, often referred to as business casual dress, has relaxed some of
the conservative standards of the past. Although the business casual code allows an individual to
dress in a more relaxed manner, it still means dressing professionally. Business casual is not a
license to be sloppy or dress inappropriately; individuals are still required to have a neat and
coordinated appearance.

Other Dress considerations. In addition to business standards or formalized dress codes, there
are other variables that you may consider when deciding what to wear. Points to keep in mind
when purchasing your business wardrobe may include the following:
 Climate.
 Regional variations
 Business environment
 Type of occasion

Appearance. Attention to personal appearance is just as important to your professional image

as what you wear. In addition to selecting the right clothes, attention to personal hygiene is
necessary.

Jewelry. For women, jewelry should not be gaudy or appear overpowering, and it should not be
noisy. Some women are more relaxed when asked to shake hands if they don’t have to worry
about rings digging into someone’s fingers. An easy guide for women suggests wearing no more
than six or seven pieces of jewelry (earrings, a watch, two rings, a bracelet, and a necklace). For
men, a conservative watch and wedding ring are appropriate. Even for business casual dress,
jewelry should be minimal.

UNDERSTANDING BUSINESS ETIQUETTE

Presenting a professional image also requires that individuals utilize appropriate etiquette.
Etiquette is described as a code that governs acceptable behavior developed through customs
and enforced by group pressure. Business etiquette is the special code of behavior required in
employment situations. Although these standards of behavior may vary slightly from business to
business, it is important to understand the main categories of business etiquette in order to
enhance your professional image. Understanding appropriate business etiquette helps people
become successful and productive employees.

General Courtesy and Manners. One of the most common ways we judge an individual’s grasp
of etiquette is through his or her display of manners. Manners are the standards of conduct that
show us how to behave in a cultured, polite, or refined way. Although there are no laws governing
manners, social judgements are made based on whether or not we include courtesy and manners
on our behavior toward others. Manners, then, are the general rules by which we need to live.
They are the rules that guide us in our treatment of others.

Dining and Restaurant Etiquette. Much of today’s business takes place during business meals.
If you want to make a positive impression in a dining situation, you must use appropriate table
manners. Regardless of whether you are having lunch with a business associate or dinner with a
prospective client, your dining etiquette speaks volumes about you as a professional.

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There are different responsibilities you should assume if you are hosting the meal function or just
attending as a guest.

Hosting a Business Meal. If you are hosting a business meal, it is your responsibility to extend
the invitation to your guests. You may offer your guests a few date or time alternatives and allow
them to make the final selection of date, time, and restaurant. If it is possible, select a restaurant
that will allow you to make reservations. As host, you should arrive 10 to 15 minutes early so you
can greet your guests. Arriving early also gives you time to make arrangements as to how the bill
will be paid.

Attending a Business Meal. If you are the guest at a business meal, remember that the host
should indicate the beginning of the meal by unfolding the napkin and placing it in his or her lap.
The host should signal the end of the meal by placing the napkin back on the table. If the menu
has not been preselected, the host will typically suggest that you order first. Avoid ordering the
most expensive meal on the menu or making several changes to a menu item.

Making Introductions
 Stand up (both men and women) when meeting someone
 Establish eye contact with the individual
 Shake hands firmly
 Repeat the other person’s name
 Establish conversation with the person
 After the conversation is over, let the person know you enjoyed meeting him or her.

Greeting Visitors
 When a visitor enters your office, greet the person graciously with a simple Good Morning
or Good Afternoon
 Learn the visitor’s name, and address the person by name
 Determine the purpose of an unscheduled visit. Avoid blunt questions
 Be pleasant to a difficult visitor. Be wary of visitors who try to avoid your inquires with
evasive answers
 Handle interruptions well. If you need to interrupt your employer with a message when a
visitor is in his or her office, do so as unobtrusively as possible. You may call your
employer on the phone or knock on the door and hand him or her a note.
 Let angry or upset visitors talk for a little while. Listen and try to understand the visitor’s
viewpoint. Usually the anger will dissipate after you have listened. Then you can help the
person with the concern. If the visitor continues with inappropriate behavior, ask him or
her to leave or call security personnel for help.

Individual Assessment Rubric (Quiz) #2

Critical Thinking Activity. (25 points)

Anna Chung has recently been hired to work with you at Office of the Mayor. You know
Anna from school; she has been in a few classes with you. Although you think Anna has good
skills, she is difficult to work with because of the negative attitude toward everything--her personal
life, her relationships, her job, and her supervisor. In fact, Anna is rarely positive about anyone

21
or anything. After a few weeks on the job, you are beginning to have negative feeling too. You
like your work and your supervisor and you can see there will be opportunities for advancement
in this job.

1. Discuss briefly what can you do to overcome your negative feelings?

2. What can you do to make working with Anna more productive

WEEK 6

E. WRITTEN COMMUNICATION

1. Reading and Writing at Work.

Most jobs in today’s business world require reading and writing. People have different
job responsibilities. On many occasions you will need to read on the job. You will find
that reading is vital to understanding the total company in which you work.

BASIC TYPES OF WRITTEN MESSAGES

The office professional produces four basic types of written messages--email,

memorandums, letters, and reports.

Email. Email has a number of advantages for businesses, with these advantages being
the ability to:
 Compose and send messages to destinations all over the world in a matter of
minutes.
 Send messages at the convenience of the sender that can be read at the
convenience of the recipient.
 Save messages as permanent records of business activity
 Provide quick answers for questions
 Transfer files from one organization to another or within organizations as an email
attachment
 Communicate nationally or worldwide at a minimum cost
 Make appointments quickly and efficiently.

Memorandums. Although email is the tool of choice for internal correspondence in most
organizations, memorandums continue to have a place in the work world. As an office
professional, you may write a number of memorandums. You must pay careful attention
to writing clear, effective memorandum--one in which the reader receives all the necessary
information.

Letters. Although organizations communicate extensively with their customers, clients,

and employees via telephones, memorandums, and emails, letters remain an important
part of organizational communication. Letters are more formal and are the preferred
method of communication when writing to current and prospective clients and customers.
Letters provide formal documentation that you and your client or customer may want for
future reference.
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 Reports. Reports are prepared in the workplace. These reports may be informal ones of
two or three pages, or they may be formal reports containing a table of contents, body
(with footnote or endnotes, appendices, and references.

ORGANIZATIONAL SKILLS

If you are to be successful in writing, you must develop your organizational skills. A
large part of writing effectively is determining the reader’s needs, gathering the
appropriate information, drafting, editing, and preparing the final product.

Determine the Goal or Purpose. Many times people start the writing process before
they understand clearly what their purpose or goal is. As you begin, ask yourself these
questions:
 What is my purpose of writing?
 What do I hope to accomplish?

Before you begin writing the first draft of the correspondence, write a purpose statement.
This statement should be short--only a sentence or two. It should state clearly and
concisely what you intend to accomplish with the correspondence.

Analyze the Reader/Audience. An important consideration in the writing process is

determining the readers. The strongest communications focus on the readers and their
needs.

Professional Audience. If you are writing to a professional audience (engineers,

physicists, lawyers, and so on), you can use technical vocabulary common in the
particular field without defining the terms.

General Audience. If you are writing to a general audience, you need to use simple
vocabulary and explain any concepts that may be confusing. If a concept is complex, you
may use examples. You should concentrate on what you communication will mean to the
readers and what you expect the readers to do with the information.

GENERAL PRINCIPLES FOR INTERNATIONAL CORRESPONDENCE

 Use the title of the individual with whom you are corresponding. Do not use first names.
 Use relatively formal language. Informality often means disrespect.
 Be certain that you understand the order of first and last name. In many Asian countries,
the last name appears first.
 Use the dictionary meanings of words; do not use slang.
 Be courteous; use thank you and please often.
 Be complimentary when appropriate but do not be excessive in your comments. Such
outpourings may be seen as insincere.
 Avoid asking questions that can be answered with yes or no.

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 Ask questions tactfully.
 Do not use humor; it may be misunderstood.
 Respect all customs of the country (social, religious, and so on).
 Learn all you can about particular countries; read extensively.
 Translate correspondence into the native language of the country.
 Send business cards that are printed in the native language of the country.

2. Business Correspondence

 CHARACTERISTICS OF EFFECTIVE CORRESPONDENCE

Certain characteristics of effective correspondence are common to letters, emails,

memorandums, and reports. As you write, you must pay careful attention to each of the
elements given here:

 Complete. Correspondence is complete when it gives the reader all information he or

she needs to accomplish the results the writer intended. To help you achieve
completeness, ask the W questions:
o Why is the correspondence being written?
o What is the goal of the correspondence?
o What information is needed before writing the correspondence?
o Who needs to receive the correspondence?
o What information needs to be included in the correspondence?
 Clear. After reading a message, the reader should be able to determine (without a doubt)
the purpose of the correspondence. Clear messages reflect clear thinking. Writing clearly
requires good organization and simple expression. Each sentence should have one
thought; each paragraph, one purpose. Business correspondence is not the place to
impress a person with your vocabulary. Your aim is to get your purpose across in a simple,
concise manner.
 Accurate. Get the facts before you start to write. Check information carefully. If you are
quoting prices, be certain you have the correct price list. If you are presenting dates,
confirm them.
 Prompt. A conscientious business correspondent is prompt. Prompt answers to
messages say to readers that the writer or organization cares about them.
 Concise. Conciseness in writing means expressing the necessary information in as few
words as possible. Say what you need to say without cluttering your communication with
irrelevant information or needless words.
 Courteous. Courteousness in correspondence means using good human relations skills
as you write. Treat the reader with respect. Demonstrate that you care about the reader
as you write.

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 Positive. People hear the word yes easier than no. Certainly, you will not always be able
to say yes to someone or something. However, if you use a positive tone when saying
no, the reader will respond in a more favorable manner. You set a positive tone by the
words you choose and the way your use them. Consider the following negative
expressions and their positive equivalents:

Negative Positive
Sorry Glad
Whenever possible Immediately
Displeasure Pleasure
Unsatisfactory Satisfactory
You failed to let us know. Please let us know.
You neglected to send your check. Please send your check.

PROOFREADING TIPS

 Proofread your document on the screen before you print it. Scroll to the beginning of the
document, and use the top of the screen as a guide for your eyes in reading each line.
 Proofread a document in three steps:
o General appearance and format
o Spelling and keyboarding errors
o Punctuation, word usage, and content
 Be consistent in the use of punctuation marks.
 Be consistent in format.
3. Business Reports and Related Documents

Business reports are used to share information. Reports may be prepared for employees
or people outside the company. The type of reports workers will prepare will depend on
their job duties. In many companies office professionals write, edit, assemble, and
distribute business reports.
Informational Reports - are typically based on data gathered within the normal
operations of the company. Standard report forms may be used to gather the data for
such reports. The company relies on employees to complete the forms accurately and
neatly. Using printed forms saves time and ensures that data are collected in the same
way by all users.

Analytical Reports. It is generally a longer; more complex report than an informational

report. It often requires much research and information gathering. It requires more time
to write and may require in-depth analysis of situations to persuade the reader.

Formal Business Report. A formal business report includes standard parts. These parts
help readers understand the report. A formal report generally explains the reason for the
report. The report data and explanation of their meaning follow. Conclusions or
recommendations are given last. The writer also documents the sources of information
used to write the report.

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 Planning Steps:

o Determine the purpose of the report.

o Analyze the audience who will receive the report
o Prepare a summary of what should be included in the report.
o Gather information for the report.
o Prepare an outline of the report
o Draft the report.
o Prepare any necessary graphics, charts, and tables.
o Read and edit the report.
o Prepare the executive summary.
o Print and distribute the report.

Learning Activity/Assignment #6

Write an Email Message

1. Write an email message to Fujio Komuro, Ray Edwards, and Edward Wilson. Use an
appropriate subject line. (Use your own email address)

2. In the body of the message, inform the recipients of a meeting on next Wednesday to
discuss progress on the goals for the department. The meeting will be in Room A304
beginning at 10:00am. It will last approximately one hour. The meeting is being called by
Ranz Toledo, Vice President of Marketing.

Week 7

F. VERBAL COMMUNICATIONS AND PRESENTATIONS

1. VERBAL COMMUNICATION

 It is the process of exchanging information through these words. As with all

communication, verbal communication involves a sender, a receiver, and a message.
Successful communication occurs when a listener (receiver) has heard and understood
the message of the speaker (sender).

Techniques to Help You Become a More Effective Verbal Communicator

Listen actively requires that you listen for the meaning as well as the words of the speaker.
Prepare to listen. Listen for facts. Do not let your mind wander. Listen for feelings. Question
and paraphrase. Summarize.

Be nonjudgmental. When a person is speaking, you may spend your time judging the person
rather than listening to what he or she is speaking, you may spend your time judging the person
rather than listening to what he or she is saying.

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Using Language Appropriately. The language people use often prevents clear communication.
Words in isolation have no meaning.

2. NONVERBAL COMMUNICATION

 Nonverbal communication is sharing information with another through the use of body
language, gestures, voice quality, or proximity to another rather than by using words. The
nonverbal elements of a message can enhance or even change its meaning.

Body Language is extremely important in face-to-face communication. In becoming a student of

body language, you should observe the eyes, face, hands, arms, legs, and posture of others.

Eyes and Face. Raising one eyebrow is seen as gesture showing disbelief; raising both
eyebrows shows surprise. Winking may mean that a person agrees with you. When a person
looks upward and blinks the eyes, he or she may be considering carefully what you are saying.
Wide-open eyes may mean fear. Facial expressions often betray a person’s feelings. Common
facial expressions include frowns (anger or unhappiness), smiles (happiness), sneers (dislike,
disgust), clenched jaws (tension, ager), and pouting lips (sadness). A smile is probably the
gesture most recognized and favorably received in all cultures.

Hands, Arms, and Legs. Tightly clenched hands or wringing hands usually indicate that a person
is under some pressure. Authority and superiority are often indicated when a person stands with
his or her hands joined behind the back. Hands that are flat on a table usually indicate a readiness
to agree. Hands on hips may indicate aggression, readiness, or even defiance. Boredom or
tiredness is indicated by a person resting his or her head in the hands. Tapping or drumming the
fingers means impatience. Crossed arms tend to indicate defensiveness. People who tightly
cross their legs seem to be saying they disagree with others. People who have tightly crossed
legs and tightly crossed arms usually are feeling negatively about what is being said or what is
happening around them. People who crossed their legs tightly and kick their feet may be bored.
Foot tapping also indicates boredom.

Posture. People with arms folded, legs crossed, and bodies turned away are seen as rejecting
people and messages. When person leans back, looks at the ceiling, writes on a pad, and so on,
he or she is either passively absorbing or ignoring the message. People with open hands, bodies
facing the speaker, and both feet planted on the ground are seen as accepting of people and
messages. When a person leans forward and nods as the speaker makes points, he or she is
seem as actively listening or accepting the message.

Voice Quality. The loudness or softness and the pitch of the voice are nonverbal behaviors that
can affect communication. A loud tone of voice usually is associated with anger; a soft tone, with
calmness. When two people are talking softly with each other, anxious, or nervous. People often
talk faster when they angry or tense. In contrast, a low pitch and a slow pace indicate an intimate
or relaxed tone.

3. VERBAL PRESENTATIONS.

 In the workplace, information is often presented verbally or to a small or large group of

people.

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PLANNING, PREPARE, PRACTICE, AND DELIVER THE PRESENTATIO

PLANNING
Planning is the act or process of making or carrying out plans. Specifically, it is the establishment
of goals, policies, and procedures for a social or economic.

PRESENTATION
A presentation is a means of communication that can be adapted to various speaking situations,
such as talking to a group, addressing a meeting or briefing a team. A presentation can also be
used as a broad term that encompasses other ‘speaking engagements’ such as making a speech
at a wedding, or getting a point across in a video conference. To be effective, step-by-step
preparation and the method and means of presenting the information should be carefully
considered.

A presentation requires you to get a message across to the listeners and will often contain a
'persuasive' element. It may, for example, be a talk about the positive work of your organization,
what you could offer an employer.

What is an effective presentation?

An effective presentation makes the best use of the relationship between the presenter and the
audience. It takes full consideration of the audience’s needs in order to capture their interest,
develop their understanding, inspire their confidence and achieve the presenter’s objectives.
Careful planning is essential.

Seven stages in planning and preparing a presentation

1. Preparation

Many factors affect the design of your presentation. A powerful presenter will acknowledge and
address each of the following:
Objectives

Why you are making your presentation? Bear in mind what you want to achieve and what you
want your audience to take away with them. Once you have decided upon your objectives, you
are in a much better position to make strategic decisions about the design and tone of your
presentation. For example, a presentation to a seminar group might require a balanced argument,
whereas a charity appeal might require a more creative approach. Ask yourself:
o what do you want your audience to have understood?
o what action do you want your audience to take following your presentation?
o how can you best design your presentation to meet your objectives?

Audience

Your audience will have a variety of different experiences, interests and levels of knowledge. A
powerful presenter will need to acknowledge these and prepare for and respond to them
accordingly.

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Ask yourself:
o how much will your audience already know about your topic?
o how can you link new material to things they might already understand?
o will you need to win them over to a particular point of view?

You may not be able to answer these questions for each member of your audience but you should
have enough information to ensure that you have targeted your material at the right level for their
needs. This might involve avoiding technical jargon or explaining abstract concepts with clear
practical examples. If you fail to consider your audience’s needs, you will fail to appeal to their
interest and imagination.

Venue

Where will you be making your presentation? What will the room be like? What atmosphere will
the physical conditions create? A large lecture theatre might create a formal atmosphere.
Similarly, a seminar room might create a less formal tone. Ask yourself:
o what kind of atmosphere do you wish to create?
o how might the room arrangement affect your relationship with the audience?•can you do
anything to change the arrangement of the room to suit your objectives?
o what audio-visual aids can you use?

Remit

You may well have been given a remit for your presentation; you will need to stick to this. For
example, you may have been asked to present a paper at a conference in a certain style or meet
certain assessment criteria on your course. Ask yourself:
o •how much time have you been allocated?
o •are you required to stick to a common format or style?
o •have any guidelines been set regarding the content of your presentation (i.e. a
predetermined title, or a fixed number of overhead transparencies)?

2. Choosing your main points

Once you have thought about the design of your presentation, you can define your main points.
Try presenting no more than three main points in a ten minute presentation. Always allow time for
an adequate introduction and conclusion. It is difficult for an audience to follow a more complex
argument without significant help from the presenter. A powerful presentation delivers information
in a logical, structured manner, building on the previous point and avoiding large jumps in
sequence. Ask yourself:

o what are the main points you wish to make?

o are these points structured in a logical, coherent way?
o do these main points reflect your own objectives and take account of the needs of your
audience?

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3. Choosing your supporting information

The supporting information helps your audience understand, believe in and agree with your main
points. This evidence might take the form of factual data, points of detail or an explanation of
process. It might be presented in imaginative ways using diagrams, pictures or video segments.
Think about:
o what will add clarity to your argument (explaining complex terms, reminding your audience
of any supporting theories)?
o what will add authority to your argument (making connections with other
people's work, quoting experts, offering evidence from your own research)?
o •what will add colour to your argument (showing a video clip or a slide, using a practical
example or a vibrant analogy)?

4. Establishing linking statements

The next stage is to develop the linear flow of your presentation. This can be achieved by using
linking statements to show clearly how your main points fit together. Common linking statements
include:
o “The next stage in our project was to …”;
o “Another important issue of consideration was …”;
o “By following this argument we can now see that …”.
Linking statements send signals to your audience, highlighting the next point in your argument,
linking to earlier ideas or clarifying the stage you have reached in your argument overall. This
may be of particular importance in a lengthy presentation where even the most effective presenter
has to work hard to keep an audience involved.

5. Developing an opening

The introduction to your presentation is crucial. It is your first point of contact with your audience;
you can either capture or lose your audience’s interest in a matter of seconds. Use your
introduction to lay a clear foundation for the presentation to follow. Try using the following
structure:
o introduce yourself;
o state what you will be talking about (a title or subject area);
o state how you will be talking about it (e.g. by comparing test results or reviewing the
supporting literature);
o state what you intend to be the outcome of your presentation (an informed
group, a lively discussion);
o state what you expect your audience to do (listen, take notes, read a questions
before/during/after).
Always give your audience a moment to absorb this information before moving into your first main
point.

6. Developing a conclusion

Your conclusion is another important stage in your presentation. You can use it to remind your
audience of your main points, draw these points to a stimulating conclusion and leave your

30
audience with a lasting impression of the quality of your presentation. The following structure
provides a powerful conclusion:
o a review of your title or subject area
o •a summary of your main points
o •a conclusion clearly drawn from your main points (this must be supported by the detail of
your presentation)
o a parting statement to stimulate your audience’s thoughts (this might be a question or a
bold comment).

7. Reviewing your presentation

Once you have written your presentation make sure that you review its content. Ask yourself:
o does the presentation meet your objectives?
o is it logically structured?
o have you targeted the material at the right level for your audience?
o is the presentation too long or too short?

10 PowerPoint Tips to Make Your Slides More Effective

1. Keep it short and to the point. One of the most

important things to remember is that PowerPoint is a tool
to support your story. Avoid putting the literal text on the
screen. Instead, try and shorten your bullets and keep it to
the point. This causes your audience to focus on you
instead of the slides on the screen.

2. Choose the right font. Try and pick a classic font instead of a creative one. Picking the wrong
font can easily cause your text to be unreadable for your audience. Besides that, if the computer
you are presenting on does not have the font you used installed, PowerPoint will replace it with a
random one. Verdana, Calibri and Helvetica, for example, are all safe choices. These fonts are
available on all computers.

3. Size matters. Picking the right font size can be difficult. On the one hand your audience needs
to be able to read whatever you put on the screen. On the other hand you don’t want your text to
dominate the space on your slide. For headers the minimum is around 20pt, while for the body
you have a minimum of 18pt. With these sizes you can be assured your text will be legible in
every situation. This goes for laptops, computers, tablets, TVs and beamers

4. Contrast. Besides the looks and size of your font, it is important to take contrast into account.
If you’re using text on a photo, make sure that your font is readable by either placing a border or
casting a shadow around it.

5. Relevance and quality are key. Usually your text is supported by a low-quality image. We
often see that when people are talking about a car, the first picture on Google images is picked.
This results in inconsistency because some images tend to be illustrations and drawings, making
your presentation look unprofessional or even childish. Make sure you select high quality images
that support your message.

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6. Screenshots or diagrams. Make use of mock-ups! Diagrams, schemes and screenshots are
usually not beneficial to your presentation. They make boring slides with too much information
and detail, although the information is usually quite important to your story. A quick fix for these
slides is to combine the diagram, scheme or screenshot with an image. These can easily be
combined with an image of an iPad, laptop, beamer or computer.

7. Showing data on your slide? Visualize these as much as possible! Whenever your
presentation contains a lot of data, it might be easier to
communicate this data by using visuals instead of just using
text. Graphs might give you the results you are looking for.
PowerPoint offers a wide variety of ‘donut-graphs’, which are
ideal for making comparisons. For example, pick the donut-
graph to show your percentages in the middle of the graph.
This way your audience immediately knows what you mean.

8. Simplify your tables as much as possible. Tables are usually crammed with information and
numbers. This causes the slide to look crowded and chaotic. In this case it is important to visualize
the tables as simple as possible. Delete unnecessary outlines, colors and borders. ‘Keep it simple’
and ‘less is more’ are key phrases to take in mind whilst designing tables.

9. Minimize the variety of transitions. After creating a PowerPoint presentation people usually
conclude that the presentation comes off as boring or static. At this point they start to use to use
transitions. Different transitions are then used to ‘breathe life’ into the presentation. However, this
is not the way to do it.

10. Solely use basic coloring. Colors are often used to give the slide some ‘flair’. When picking
colours it is important to define your audience and the purpose of the presentation. It’s good to
use vibrant colours in a presentation for a primary school. However, when in a formal setting, you
will have to define your colours based on your target audience.

DELIVERING A PRESENTATION

1. Show your Passion and Connect with your Audience. It’s hard to be relaxed and be
yourself when you’re nervous. But time and again, the great presenters say that the most
important thing is to connect with your audience, and the best way to do that is to let your passion
for the subject shine through. Be honest with the audience about what is important to you and
why it matters. Be enthusiastic and honest, and the audience will respond.

2. Focus on your Audience’s Needs. Your presentation needs to be built around what your
audience is going to get out of the presentation. As you prepare the presentation, you always
need to bear in mind what the audience needs and wants to know, not what you can tell them.
While you’re giving the presentation, you also need to remain focused on your audience’s
response, and react to that.You need to make it easy for your audience to understand and
respond.

3. Keep it Simple: Concentrate on your Core Message. When planning your presentation, you
should always keep in mind the question: What is the key message (or three key points) for my

32
audience to take away? You should be able to communicate that key message very briefly.
Some experts recommend a 30-second ‘elevator summary’, others that you can write it on the
back of a business card, or say it in no more than 15 words. Whichever rule you choose, the
important thing is to keep your core message focused and brief. And if what you are planning to
say doesn’t contribute to that core message, don’t say it.

4. Smile and Make Eye Contact with your Audience. This sounds very easy, but a surprisingly
large number of presenters fail to do it. If you smile and make eye contact, you are building
rapport, which helps the audience to connect with you and your subject. It also helps you to feel
less nervous, because you are talking to individuals, not to a great mass of unknown people. To
help you with this, make sure that you don’t turn down all the lights so that only the slide screen
is visible. Your audience needs to see you as well as your slides.

5. Start Strongly. The beginning of your presentation is crucial. You need to grab your
audience’s attention and hold it. They will give you a few minutes’ grace in which to entertain
them, before they start to switch off if you’re dull. So don’t waste that on explaining who you are.
Start by entertaining them.

6. Remember the 10-20-30 Rule for Slideshows. This is a tip from Guy Kawasaki of Apple. He
suggests that slideshows should:
o Contain no more than 10 slides;
o Last no more than 20 minutes; and
o Use a font size of no less than 30 point.

7. Tell Stories. Human beings are programmed to respond to stories. Stories help us to pay
attention, and also to remember things. If you can use stories in your presentation, your audience
is more likely to engage and to remember your points afterwards. It is a good idea to start with a
story, but there is a wider point too: you need your presentation to act like a story. Think about
what story you are trying to tell your audience, and create your presentation to tell it.

8. Use your Voice Effectively. The spoken word is actually a pretty inefficient means of
communication, because it uses only one of your audience’s five senses. That’s why presenters
tend to use visual aids, too. But you can help to make the spoken word better by using your voice
effectively. Varying the speed at which you talk, and emphasizing changes in pitch and tone all
help to make your voice more interesting and hold your audience’s attention.

9. Use your Body Too. It has been estimated that more than three quarters of communication
is non-verbal. That means that as well as your tone of voice, your body language is crucial to
getting your message across. Make sure that you are giving the right messages: body language
to avoid includes crossed arms, hands held behind your back or in your pockets, and pacing the
stage. Make your gestures open and confident, and move naturally around the stage, and among
the audience too, if possible.

10. Relax, Breathe and Enjoy. If you find presenting difficult, it can be hard to be calm and
relaxed about doing it. One option is to start by concentrating on your breathing. Slow it down,
and make sure that you’re breathing fully. Make sure that you continue to pause for breath

33
occasionally during your presentation too. If you can bring yourself to relax, you will almost
certainly present better. If you can actually start to enjoy yourself, your audience will respond to
that, and engage better. Your presentations will improve exponentially, and so will your
confidence. It’s well worth a try.

Individual Assessment Rubric (Quiz) #3

Plan and Organize a Presentation (25 points). In this activity, you will plan and organize a five-
minute presentation to inform and educate your classmates.

 Choose a hobby, sport, or activity that you really enjoy and about which you are
knowledgeable. Plan a presentation about this topic

Week 8

G. TELECOMMUNICATIONS – SYSTEMS, PROCEDURES, & ETIQUETTE

Telecommunications is the transmission of text, data, voice, video, and images (graphics and
pictures) from one location to another.

1. TELEPHONE TECHNOLOGY AND SERVICES & TELECONFERENCING

The information that is transmitted by today’s telecommunications systems travels through a

variety of electronic pipelines, such as analog dial-up, cable, digital subscriber line, satellite,
wireless communication (Bluetooth, wifi) fiber optic cable.

2. EFFECTIVE TELEPHONE COMMUNICATIONS

Prepare for the call. It won’t sound natural if you prepare a script, but consider what you want
to say, with whom you need to speak, and whether there is any information that the other person
may want from you. Are you likely to need any specific vocabulary that you don’t usually use? If
so, you can look it up before you start the call. If you are speaking with people in other parts of
the world, consider whether there is a time difference and when would be the best time to make
the call. Try to find a quiet place to make the call so that you won’t be disturbed.

Be clear about what you want to achieve. Before you make the phone call, think about the
purpose of the call. For example, do you want to gather information, communicate information,
negotiate, obtain agreement, make arrangements, sell something, or develop an idea? There
are many reasons for making telephone calls. If you are clear about what you want to achieve, it
will be easier to measure whether you were successful.

Remember the other person has no non-verbal cues. Unless you are on a videoconference,
the other person will have no idea if you are nodding, shaking your head, smiling or scowling at
them! They have no visual cues, so you need to communicate everything verbally.

34
Think about your tone of voice. People don’t just communicate with their words. Messages are
also conveyed in the way that words are delivered. If you sound bored, angry or disinterested, the
other person may well pick up on it and it will then be irrelevant how good your proposal is or how
valid your arguments. It’s true that they can’t see you, but a lot can be communicated through
your tone of voice, so make sure that it matches the message that you are trying to get across.
You may feel unsure about speaking in English, but try not to let this come across in your tone of
voice. Otherwise people may think that you are unsure about your message too.

Make sure you listen carefully. Communicating is not just about speaking. You need to listen
as well. Particularly if you aren’t speaking your native language, there is a tendency to focus too
much on your own words because you want them to be right. However you are having a dialogue
and the other person will also be making contributions, asking questions or directing the
conversation, so you need to be aware of these things as well. You don’t want the other person
to think that you are not interested in what they have to say.

Speak clearly and be succinct. Try to be clear. Long sentences don’t always show fluency.
Sometimes they just result in the other person losing concentration or having no idea of the actual
point. Throughout the telephone call, Try to bring your ideas across in a structured way. Don’t be
tempted to hop from one subject to another as new ideas come into your head.

If you don’t understand something, ask. This is actually a good idea in any situation. Especially
if you are communicating on the telephone, or in another language, there will be times when you
are not sure about something that the other person said. It could be because they have not been
clear. Maybe there was background noise. It could be that they were speaking quickly or they
have a regional accent. The reason doesn’t matter. It’s better to ask for clarification than to guess
what the other person meant or to be unsure about what they think or are going to do.

Don’t be tempted to do other things at the same time. Even if the other person can’t see you,
they are likely to hear if you are walking around, answering emails, tidying up or doing other
activities that take your attention away from the phone call.

Give the other person your full attention. If you don’t, it can come across as disrespectful and they
could think that you are not interested in them, or that you don’t think the conversation is important
enough to give it your full attention. If something really urgent happens, offer to call them back.
Try not to take other calls or allow other people to disturb you unless the matter is really important.

Summarize the conversation so that everybody knows what’s expected of them. You could
either do this at the end of the call or you could send an email afterwards. Either way, it’s good to
be clear about what was agreed during the call, who is responsible for carrying out which tasks
and whether you will get in touch again to check on progress, have a meeting or involve others.
This gives everybody the same information and reduces the risk of misunderstandings.

Voicemails – be clear and keep it short. Most of the other tips were about direct communication
with people but voicemails are also a way of communicating information using the telephone. If
you need to give a lot of information, an email is likely to be the better choice so that the recipient
can refer to it easily without having to write down the details.

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3. TELEPHONE ETIQUETTE

ANSWERING THE TELEPHONE

o Answer Promptly

o Develop a Pleasant Voice.

Always answer the telephone with a smile. If you are

smiling, the caller can hear your friendly attitude
reflected in your voice. Treat the caller the same as
you would a person sitting across from you requesting
information assistance.

o Speak Distinctly
Your voice carries clearly when you speak directly into the mouthpiece with your lips about
an inch away from the transmitter. You cannot speak distinctly with something in your
mouth.

o Identify Yourself and the Organization

Your employer will usually instruct you in how to answer the telephone. Many large
organizations have voice messaging systems that identify the organization and give
callers the available options. When your telephone rings, identify your office or
organization and yourself.

HANDLING CALLS EFFECTIVELY

o Screen Calls.

When you're responsible for screening the calls of someone else in your organization,
savvy phone etiquette is essential. Not only is your goal to save time for those you're
representing, but also simultaneously to provide superior service to callers and make
sure they get the information they're looking for in a timely manner. Ask your boss for a
list of people whom should always be put through. For example, a spouse, direct
supervisor, board members or key clients will likely make this list. Also ask for a list of
people who should never be put through automatically, such as overly-aggressive
salespeople, long-winded business associates who are easier to deal with via email, or
others your boss deems appropriate for the “do not transfer” list. Also ask your boss
what kind of time frame to tell callers who will be awaiting a callback.

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o Ask Questions Tactfully

It is your responsibility to learn the caller’s name. Usually a caller identifies herself or
himself. If not, ask for a name tactfully. Do not say, “Who is this? Say, “May I tell Ms.
Javier who is calling, please? Being courteous and using may and please completely
change the approach.

o Place Calls on Hold Effectively

5 Important Steps To Properly Placing Customers On Hold

1. Ask permission.
It’s the simple difference between “I’m going to place you on hold” and “Is it okay if I
place you on hold?” Yes, the difference may seem small, but it’s very significant. When
you ask the caller for permission, you are showing respect. You are acknowledging that
the caller is a valued customer and you wish to demonstrate that he/she is actually in
control of the call.

2. Provide a time frame.

Let’s take step number one just one step further, shall we? The full question should go
something like this: “May I place you on hold for a about a minute or two while I take a
look into that for you?” Not only are you showing respect through asking permission, but
you are offering a time frame within which you expect to get the work done in order to
get back to the call. This shows that you respect the caller’s time.

3. Return to the call in the time frame given.

What’s the point of step number two if you don’t actually follow through? Of course, there
will be times when you’ll need additional time to complete your tasks. Be sure to return
to the call in order to both inform the caller that you’ll need additional time and to provide
a new time frame within which you expect to be finished. Again, this demonstrates your
respect for the caller’s time.

4. Thank the customer.

When you do return from your hold, be sure to say “thank you”. It’s another simple
gesture that often gets ignored. But your customers notice. “Thank you for holding” is an
easy way to keep your customer in a good mood when he/she may otherwise have been
annoyed at the very idea of being kept on hold. Most customers know that hold time is
necessary. But it’s certainly nice to acknowledge that someone has been waiting for you.

5. Apologize for the wait.

Once again, to further the fourth point, complete your return-to-the-call statement by
saying, “thank you for holding, I’m sorry to have kept you waiting”. This demonstrates
your acknowledgement that the caller may have been inconvenienced by having to wait
on hold. Your courtesies will go a long way in showcasing the excellence of your
customer service regimen!

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o Transfer Calls Properly

5 STEPS TO PROFESSIONALLY TRANSFER A PHONE CALL

1. Explain to the caller why their call needs to be transferred.

Whether they’ve reached the wrong person or department, or you simply do not have
the resources or authority to answer their questions, be sure to explain why you must
transfer them.

2. Give the caller your information before transferring the call.

It’s important that the caller has access to your information in case of a dropped call
or disconnection. This will also make the caller feel important — knowing that while
you couldn’t help them further, you are personally concerned about their situation.

3. Ask the caller for permission to initiate the transfer.

Asking a customer for permission to transfer their call gives them the opportunity to
ask any additional questions. This aspect of phone etiquette gives customers a
sense of control over the situation.

4. Speak to the party whom the caller is being transferred to first.

Speaking to the next party to relieves the caller from having to re-explain their
situation. It will also give the other person time to prepare for the call. Now is also the
time to pass any “insider” information that might expedite the situation.

5. Introduce the caller to the individual or department you are transferring them to.
First, make the introduction to the new contact. Next, ask if there is anything else you
can do to help the caller, and thank them for their patience.

o Record Messages Carefully

When taking messages, you are responsible for getting all necessary information from the
caller and recording it accurately. Be prepared with a pen and message slip or paper
when you answer the phone and get the following information: person’s name,
organization of the person calling, telephone number, the message, date and time, and
your initial.

o Terminate Calls Courteously

When closing a call, thank the person with whom you are speaking when appropriate.
Do not make promises you cannot keep. Say good-bye pleasantly. Let the person who
called hang up first. Treat the handset gently; do not slam it down in the caller’s ear.

Generally, the best way to end a phone call is a four-step process:

Step 1 – Briefly summarize what has been accomplished on the call.
Step 2 – Let the customer know what happens next (and include a timescale – so they can go
about planning their busy lives).
Step 3 – Ask the customer if there is anything else that they can be helped with.
Step 4 – Finish with a courteous call-closing statement.

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 o Placing Effective Calls

- Check the level of distraction around you before deciding to make the call.
- Identify yourself and the Extension office.
- Clearly state your purpose for calling.
- Don’t waste time. Have a list of items to be covered.

Mid-Term Examination

TEST I. APPLICATION (60 points)

Below are some good telephone etiquette guidelines that can give you an evaluation of your skills in
communicating with others on the telephone. Given the guidelines, display basic telephone etiquette and
manners in a business setting by writing your answers on the space provided.

Etiquette Guidelines Answer

Identify yourself (5 points)

Apologize for delays - even the little ones
(10 points)
Take notes when you take a message for
someone, don't rely on memory (5 points)
Organize your thoughts before you speak
(10 points)
Speak clearly, be positive, cheerful and
upbeat (10 points)
Never hang up before others, especially
customers (10 points)
Summarize and recap the call (5points)
Thank people for calling. (5 points)

TEST II. PRODUCTION (20 points)

Standard Letter Format. Assume that your work for Western Security Systems. After several meetings,
the support staff has recommended that a modified block style letter with mixed punctuation be adopted as
the company standard for all business letters. You have been asked to provide a sample of the modified
block letter format. You decide to use the body of the letter to describe the format and punctuation style so
that everyone will understand how to prepare letters using this standard format.

1. Compose and key a sample modified block letter with mixed punctuation. Use the following
information for the address and supply an appropriate salutation. The letter is from you and your
title is Administrative Assistant.

Address: Mr. Gary B. Jacinto

General Manager
Raxl Publishing Corporation
Unit 325, Maui Condominium, Building 2
Anonas Extension, Sta. Mesa, Manila

39
TEST III. EVALUATION (20 points)

Gloria Delgado is an office professional in the Human Resources Department of her company. Gloria’s
supervisor asked her to give a presentation to 20 employees regarding employee benefits that will take
effect in the coming year. Gloria reviewed a report that summarizes changes to the employee benefits and
prepared her comments using information from the report. Gloria assumed that the employees who would
hear her presentation would be other administrative assistants. She prepared opening comments and
examples to which other administrative assistants would relate. On the day of the presentation, Gloria was
surprised to see that the audience contained people from several different departments and job positions.
Gloria’s presentation addressed the changes that would take place in employee benefits. During the
question-and-answer session, several people asked about aspects of the benefit plan other than changes.
Some listeners seem annoyed when Gloria was not prepared to answer these questions.
 What went wrong?
 What should Gloria have done differently in preparing for the presentation?
 What could she have done during the presentation when she realized that some
of her assumptions had been incorrect?

Week 10 Second Grading Period

CHAPTER III – ORGANIZATION FOR OFFICE PRODUCTIVITY

Overview

Information is important to the operation of a company. A system is needed for organizing, storing,
and retrieving records and for removing outdated records. As an office professional, you will need to follow
records management procedures carefully. These procedures include how to organize, store, retrieve,
remove, and dispose of records. This series of steps is known as the record life cycle.

Learning Objectives: At the end of this chapter you must be able to:

 Discuss the importance of having an effective filing system in an organization;

 Describe the different storage and storing procedures;
 Apply efficient filing procedures and selection of filing supplies and equipment;
 Describe the use of requisition forms and “out” guides in charging-out records
 Develop decision-making procedures in records retrieval, retention and disposal;

A. RECORDS MANAGEMENT SYSTEMS

A record is data in forms such as text, numbers, images or voice that is kept for future reference. A records
management system is a set of procedures used to organize, store, retrieve, remove, and dispose of
records.

1. IMPORTANCE OF RECORDS LIFE CYCLE

The records management phase of the records life-cycle consists of creation, classification, maintenance
and disposition. Creation occurs during the receipt of information in the form of records. Records or their
information is classified in some logical system. As records are used they require maintenance. Disposition
encompasses the destruction or transfer to an archive for future reference.

40
This is then followed by a second, archival phase consisting of the selection or acquisition of the records
by an archives, a description of the records in inventories, finding aids, and the like and the preservation
of the records or, perhaps, the information in the records. Researchers and scholars may continue to
reference and use of the information contained within the records.

Records are categorized according to their usefulness and importance:

Vital Records are essential to the company. These records are often not replaceable. Examples include
original copies of deeds, copyrights, and mortgages.

Important Records are needed for the business to operate smoothly. These records would be expensive
to replace. Examples include tax returns, personnel files, and cancelled checks.
Useful Records are convenient to have but are replaceable. Examples are letters, purchases order, and
the name and addresses of suppliers.

Nonessential Records have one-time or very limited usefulness. Examples include meeting
announcements and advertisements.

The usefulness of each record has a beginning and an end. Therefore, each record has a life cycle:

o Creation or collection. The cycle begins when you create or collect the records.
o Distribution. During this phase, records are sent to the persons responsible for their use.
o Use. Records are commonly used in decision making, for reference, in answering inquiries, or in
satisfying legal requirement.
o Maintenance. When records are kept for later use, they must be categorized and stored, retrieved
as needed, and protected from damage or loss.
o Disposition. Records are disposed of either by destroying the records or by moving them to
permanent storage, often at less expensive storage sites.

2. RECORDS STORAGE METHODS

Records are properly classified and put into separate file covers or folders. Proper filing system should
be followed for keeping documents. The recorders should be stored at an easily accessible place.
Proper care should be taken to protect every record. Maintenance of records is very much essential
for effective management.

3. Storing Procedures

o Indexing is the process of deciding how to identify each record to be filed--either by name,
subject, geographic location, number or date.

o Coding is the process of marking a record to indicate how it was indexed.

4. Alphabetic Indexing Rules

Basic Filing Terms

o Unit - Each part of a name is a unit. Names are alphabetized unit by unit. If there are two parts in
a name, the name has two units.

41
 o Indexing - Indexing is determining the order and format of the units in a name. Is a person’s
record filed by first or last name? Is a business record filed under T if the name begins with The?

o Is punctuation considered with alphabetizing a name? Indexing is deciding which name to file a
record under and then arranging the units in that order.

o Alphabetizing - When you arrange names in alphabetical order, you are alphabetizing them.
There are 3 basic categories for alphabetizing names: Personal Names, Business or Company
Names, and Government Names.

THE 12 RULES

Rule 1 Names of Individuals.

When indexing the name of an individual, arrange the units in this order: last name as Unit 1, first name or
initial as Unit 2, and middle name or initial as Unit 3. When two names in Unit 1 begin with the same letter,
you consider the next or second letter in arranging for alphabetical order. If both the first and second letters
are the same, consider the third letter, and so on until the letters are different.

A unit consisting of just an initial precedes a unit that consists of a complete name beginning with the
same letter. Punctuation, such as a period or apostrophe, is omitted.

NAME UNIT 1 UNIT 2 UNIT 3

Rebecca P. Adams ADAMS REBECCA P
Susan B. Anderson ANDERSON SUSAN B
Terri Anderson ANDERSON TERRI
William Ken Jackson JACKSON WILLIAM KEN
William Johnson JOHNSON WILLIAM
Wilma Johnson JOHNSON WILMA
Frank Shields SHIELDS FRANK
Frank B. Shields SHIELDS FRANK B
Debbie Shirley SHIRLEY DEBBIE
Ann Marie Williams WILLIAMS ANN MARIE
Anna Williams WILLIAMS ANNA
David Williamson WILLIAMSON DAVID

Rule 2 Personal Names with Prefixes – Articles and Particles.

Prefixes, such as Mc in McAdams is considered as part of the name it precedes. Ignore any apostrophe
or space that may appear within or after the prefix. Commonly used prefixes are a, la, d’ D’ de, De, Del,
De la, Di, Du, El, Fitz, La, Le, Lo, Los, M’, Mac, Mc, O’, Saint, St., Ste., Te, Ter, Van, Van de, Van der,
Von, and Von der.

NAME UNIT 1 UNIT 2 UNIT 3

Olivia DuBerry DUBERRY OLIVIA
Paul Duberry DUBERRY PAUL
Anna L’Aubourne LAUBORNE ANNA
Chuck B. Launders LAUNDERS CHUCK B

42
 Jerry A. Mcdonald MCDONALD JERRY A

Terri C. McDonald MCDONALD TERRI C

Celeste Van Ivan VANIVAN CELESTE
John Vanivan VANIVAN JOHN

Rule 3 Hyphenated Personal Names

Consider a hyphenated first, middle, or last name as one unit. Do not include the hyphen in the unit
name.

NAME UNIT 1 UNIT 2 UNIT 3

Valerie Anderson-Smith ANDERSONSMITH VALERIE
Jason DeTemple DETEMPLE JASON
Tammy DeTemple-Jones DETEMPLEJONES TAMMY
Gary Shawn Lee LEE GARY SHAWN
Alison Shawn-Lee SHAWNLEE ALISON
Kay-Lu S. Shuttle SHUTTLE KAYLU S

Rule 4 Single Letters and Abbreviations of Personal Names.

Initials in personal names (J.D., A.J.) are considered separate indexing units. Abbreviations of personal
names (Wm., Jos.) and nicknames (Bill, Rick, Ali) are indexed as they are written.

NAME UNIT 1 UNIT 2 UNIT 3

A. J. Anderson ANDERSON A J
Liz Billings BILLINGS LIZ
Lou Chandler CHANDLER LOU
Wm. Danielson DANIELSON WM
T. J. Sampson SAMPSON T J
Geo. T. Vickory VICKORY GEO T

Rule 5 Personal Names With Titles and Suffixes.

When used with a person’s name, a title or a suffix is the last indexing unit when needed to distinguish
between two or more identical names. A title appears before a name (Capt., Dr., Miss, Mr., Mrs., Ms., Prof.,
Sgt.). Suffixes appear after a name and include seniority terms (II, III, Jr., Sr.) and professional designations
(CPA, CRM, CMA, MD, Ph.D.). Some terms may appear either before or after the name (Senator, Mayor).
If a name contains both a title and a suffix, the title is the last unit. Royal and religious titles (King, Queen,
Prince, Princess, Father, Sister) are considered professional designation suffixes unless they are followed
by either a given name or a surname only (Father John, Princess Anna) in which case, they
are indexed as written.

NAME UNIT 1 UNIT 2 UNIT 3 Unit 4

Susan Bilderson, CPA BILDERSON SUSAN CPA
Father John FATHER JOHN
Mrs. Anna Jones JONES ANNA MRS

43
 King Abdula KING ABDULA
Mrs. Judy Lenderman LENDERMAN JUDY MRS
Ms. Judy Lenderman LENDERMAN JUDY MS
Sister Mary Smith SMITH MARY SISTER
Peter K Teasdale III TEASDALE PETER K III
Mr. Joshua Wade, Jr. WADE JOSHUA JR MR
Dr. Frank Williams WILLIAMS FRANK DR

Rule 6 Names of Businesses and Organizations.

Business names are indexed as written using the letterhead or trademark as a guide. If the letterhead is
not available, use sources such as directories (phone, Internet) and advertisements. Each word in a
business name is a separate unit. Exception: When The is the first word of the business name, it is treated
as the last unit. Business names containing personal names are indexed as written. Hyphenated names
and names with prefixes are considered one unit.

NAME UNIT 1 UNIT 2 UNIT 3 UNIT 4

Betty’s Boutique BETTYS BOUTIQUE
The Bottom Dollar Store BOTTOM DOLLAR STORE THE
Computers and Such COMPUTERS AND SUCH
Computers Are Us COMPUTERS ARE US
Cpt. John’s Seafood House CPT JOHNS SEAFOOD HOUSE
Doug Tevor Hauling DOUG TREVOR HAULING
Dr. Allen’s Tree Repair DR ALLENS TREE REPAIR
El Amigo Mexican Restaurant ELAMIGO MEXICAN RESTAURANT
EZ Travel Agency EZ TRAVEL AGENCY
St. Paul Lawn Care STPAUL LAWN CARE
The Worthington Coat Factory WORTHINGTON COAT FACTORY THE
Zachery Grey Daily News ZACHERY GREY DAILY NEWS

Rule 7 Letters and Abbreviations in Business and Organization Names.

Single letters in business and organization names are indexed as written. If single letters are separated by
spaces, index each letter as a separate unit. An acronym (word formed from the first few letters of several
words, such as ARMA and F.I.C.A,) is indexed as one unit regardless of punctuation or spacing.
Abbreviated words (Mfg, Co., Corp., Inc.) and names (IBM, GE) are indexed as written and as one unit
regardless of punctuation or spacing. Radio and television station call letters (WBCO, ABC) are also
indexed as written and as one unit.

NAME UNIT 1 UNIT 2 UNIT 3 UNIT 4

A K Electric A K ELECTRIC
A OK Restaurant A OK RESTAURANT
ACE Repair Co. ACE REPAIR CO
KKRS Radio Station KKRS RADIO STATION
L A N Industries L A N INDUSTRIES
LAN, Inc LAN INC
Regal Mfg. Corp. REGAL MFG CORP
US Bank US BANK
USA Today USA TODAY

44
Rule 8 Punctuation and Possessives in Business and Organization Names.

All punctuation is ignored when indexing business and organization names. Commas, periods, hyphens,
apostrophes, dashes, exclamation points, question marks, quotation marks, and diagonals (/) are
disregarded and names are indexed as written.

NAME UNIT 1 UNIT 2 UNIT 3 UNIT 4

All-in-One Pawn Shop ALLINONE PAWN SHOP
Bob’s Rent-a-Car BOBS RENTACAR
The Crow’s Nest CROWS NEST THE
How Much? Thrift Store HOW MUCH THRIFT STORE
Inside/Outside Glass INSIDEOUTSIDE GLASS
Jack-N-Jerry Catering JACKNJERRY CATERING
The Pepper! PEPPER THE

Rule 9 Numbers in Business and Organization Names.

Arabic numbers written in digits (1,15,189) and Roman numerals (II, IV, IX) are considered one unit and
are filed in numeric order before alphabetic characters with Arabic numbers preceding Roman numerals (2,
156, III, XIV).

NAME UNIT 1 UNIT 2 UNIT 3 UNIT 4

1-2-3 Easy Shopping 1 EASY SHOPPING
1 Stop Shopping Center 1 STOP SHOPPING CENTER
4th Street Market 4 STREET MARKET
7-Days Extended Inn 7DAYS EXTENDED INN
XXI Movie Theatre XXI MOVIE THEATRE
Annie’s Buffet ANNIES BUFFET
Gary’s 9-Way Service Co. GARYS 9WAY SERVICE CO
Gary’s Auto Repair GARYS AUTO REPAIR
Twenty Mile Steak House TWENTY MILE STEAK HOUSE
Twenty-First Street Photo TWENTYFIRST STREET PHOTO

Rule 10 Symbols in Business and Organization Names.

If a symbol is part of a name, the symbol is indexed as if spelled out. When a symbol is used with a number
without spacing between ($5, #1), it is considered one unit and the symbol is spelled out (5DOLLAR,
NUMBER1).

SYMBOL INDEXED AS
& AND
¢ CENT
$ DOLLAR or DOLLARS
# NUMBER, POUND, or POUNDS
% PERCENT

45
 NAME UNIT 1 UNIT 2 UNIT 3 UNIT 4
50¢ Burger Den 50CENT BURGER DEN
D & B Bargain D AND B BARGAIN
Dan’s Donut Shop DANS DONUT SHOP
$ Days Hotel DOLLAR DAYS HOTEL
The Dollar Smart Shop DOLLAR SMART SHOP THE
Just Good ¢ Store JUST GOOD CENTS STORE

Rule 11 Government Names.

Government names are indexed first by the name of the government unit – country, state, county, or city.
Next, index the distinctive name of the department, bureau, office, or board. The words "Office of",
"Department of", "Bureau of", etc. are separate indexing units when they are part of the official name.

UNIT 1 UNIT 2 UNIT 3

UNITED STATE GOVERNMENT

NAME UNIT 4 UNIT 5 UNIT 6 UNIT 7 UNIT 8

U.S. Department of Agriculture AGRICULTURE DEPARTMENT OF FOREST SERVICE
Forest Service

U.S. Department of Labor LABOR DEPARTMENT OF EMPLOYMENT STANDARDS

Employment Standards

Bureau of Prisons JUSTICE DEPARTMENT PRISONS BUREAU OF

Justice Department

U.S. Treasury Department TREASURY DEPARTMENT CUSTOMS SERVICE

Customs Service

NAME JURISDICTION INDEXED NAME

Court House, Evans County EVANS COUNTY
County COURT HOUSE
Hazard, Kentucky HAZARD KENTUCKY
Board of Education, City
Freemont, MO FREEMONT
EDUCATION BOARD
OF
FREEMONT
MISSOURI
Banking Office, State TEXAS
Dept. of Commerce, COMMERCE
Dallas, TX DEPT OF
BANKING OFFICE
DALLAS TEXAS

Foreign Government Names

Foreign government names are indexed first by the name of the country, then by the name of the
distinctive department, bureau, or board. The words "Department of", "Bureau of", "Ministry of",
etc. follow if it is part of the official name.

46
NAME UNIT 1 UNIT 2 UNIT 3 UNIT 4 UNIT 5
Republic of India INDA REPUBLIC OF

Federal Republic of GERMANY FEDERAL REPUBLIC OF

Germany

Consulate General
Peru PERU CONSULATE GENERAL

Department of Human TUNISIA HUMAN RESOURCES DEPARTMENT OF

Resources
Tunisia

Rule 12 Addresses

When personal names and names of businesses and organizations are otherwise identical, the filing
order is determined by the address.

The elements of the address are considered in the following order: City, State (spelled out in full), Street
Name, Quadrant (NE, NW, SE, SW), House or Building Number
NOTE: Because space is limited in example below, Unit 1 is displayed above and indexing begins with
Unit 2.

UNIT 1
COMPUTERWORLD
NAME UNIT 2 UNIT 3 UNIT 4 UNIT 5 UNIT 6
ComputerWorld AKRON OHIO AVENUE NE 12
12th Avenue NE
Akron, Ohio
ComputerWorld AKRON OHIO ELM STREET 86
86 Elm Street
Akron, Ohio
ComputerWorld COLUMBUS OHIO WARNER AVE 600
600 Warner Ave
Columbus, Ohio
ComputerWorld PORTLAND OREGON AND MAIN 7
7TH & Main
Portland, Oregon
ComputerWorld PORTLAND OREGON AVENUE SW 7
7TH Avenue SW
Portland, Oregon
ComputerWorld PORTLAND TEXAS NORRIS DRIVE 257
257 Norris Drive
Portland, Texas

FILING BY SUBJECT

 Subject filing system is used when records are arranged according to particular subject.
Marketing, office machines, and public relations are examples of topics that might be used.

47
FILING BY GEOGRAPHIC LOCATION

 In a geographic file, records are stored according to locations. The file may use sales territories,
states, or cities in a single state, for instance as division. Typical users of geographic filing are
publishing houses, mail order houses, radio and television advertisers, and real estate firms.

NUMERIC FILING SYSTEM

 In numeric filing system, records are stored by number. Files arranged in simple numeric order
use a consecutive number method.

CHRONOLOGIC FILING SYSTEM

 In a chronologic file, records are filed according to date. Chronologic files can help you keep tract
of tasks you need to complete each day. A desk calendar and a tickler file are two kinds of
chronologic files used for this purpose.

5. FILING SUPPLIES AND EQUIPMENT

 SUPPLIES

o Guides are heavy cardboard sheets that are the same size as the file folders.
o Labels are strips of paper, usually self-adhesive, that are attached to file drawers.
o Folders is a container made of strong, durable paper called manila and used to hold papers in
file.

Reprographics is the process of making copies of graphic images, such as printed documents. It also
includes other image processing such as scanning images into computer files. Reprographics plays an
important role in managing records.

Photocopiers, often simply called copiers, produce copies directly from an original document. The original
can be handwritten, printed, or drawn. Copier/printers, sometimes called intelligent copiers, can receive,
transmit, store, print, and copy data. Office professionals need to be knowledgeable about the proper used
and selection of reprographic supplies. All employees are expected to follow closely the recommendations
of the vendor or manufacturer and company guidelines when using copier supplies in order to control costs.

Individual Assessment Rubric (Quiz) #4

Sort, Index and alphabetize the following items. Present your work in the same format as in previous
examples (table layout with unit headings). Write entries boldly/capital letters; do not include any
punctuation. (30 points)

Jackson Angela-Marie D’Everson

Allen Billings Geo. M. Macinley
9234, 8922 9485, 8928, 8945
Anna Smith Mrs. Katrina Chance, CPA
Victory Anderson Prince Phillip III
Debbie Southern Betty Johnson Elementary School
Kelli O’Neal Do-Rite Medical Supplies
Jack TenClay Sam’s Hot-Dog Café
K.T. Banks 2nd-Hand Music Equipment

48
 Henry IV Restaurant Kasey & Anderson , Attorneys
$ Saved Used Furniture Polytechnic University of the Philippines
Bureau of Soil Industry ComputerWorld 600 Warner Ave Columbus, Ohio
Occidental, Mindoro Alaminos, Pangasinan
Mabalacat, Pampanga Puerto Prinsesa, Palawan
Sta. Mesa, Manila Malolos, Bulacan
Cainta, Rizal Cubao, Quezon City

Week 11

B. Managing Electronic and Microfilm Records

1. TYPES OF ELECTRONIC RECORDS

Examples of electronic records include: emails, websites, Word/Excel documents, digital purchase
receipts, databases, text messages, social media postings, and information stored on SharePoint sites
and content management systems (Catalyst, Slack, DropBox, etc.). Electronic records must be retained
according to a legally approved records retention schedule. Electronic records have the same record
series (type of record) and retention period as their paper equivalent. This includes records stored in
email, shared drives, the cloud, on laptops and cell phones, even ones created on personally-owned
devices.

2. PROCEDURES AND MANAGING ELECTRONIC RECORDS

Storing Electronic Record

Electronic records should be stored in a repository that is:

o Backed up regularly
o Compliant with all privacy and security requirements
o Network or cloud based and allows for shared access
o Organized in such a way that records can be identified and purged appropriately
o Able to migrate content to a new system upon replacement
o Maintained through regular software updates

3. Managing Magnetic, Optical and Microfilm Media

Magnetic and optical media require special care to protect the valuable data they contain. Magnetic
media, such as floppy disks, hard drive, and flash drives, must be protected from extreme heat or
cold, moisture, dust, and magnetic fields. Optical media, such as CDs and DVDs, should be
protected from dust, moisture, and rough surfaces that may scratch the disk.

Week 12

D. Mailing Procedures and Services

Workers frequently send written messages to coworkers as well as to people outside the company. Mail
must be processed efficiently so that these messages are not delayed. The size of a company and the
type of equipment available affect the procedures used for processing incoming and outgoing mail. In a
small company, one worker may handle incoming and outgoing mail. In a large company, a full-time
mailroom staff often uses specialized equipment to process mail.

49
1. Incoming Mail Procedures

 Sort the incoming mail as soon as possible after it arrives.

o Sort the mail into bundles: mail marked ‘Urgent’ or sent by express post mail marked ‘Confidential’
or ‘Personal’ routine organization mail parcels magazines, circulars and advertising material.
o Before other mail is sorted, give priority to urgent mail over routine mail by: date stamping it
recording it in the Incoming Mail Register distributing it to the relevant employee as soon as possible
after receiving it.
o Do not open confidential mail. If you open confidential mail in error, reseal it and attach a note,
stating it was ‘Opened in error’, as well as the date and your signature.

 Stamp all mail with the current date and time in an appropriate position (usually opposite the inside
address on letters).
 Action required for missing return address. Check the envelope for a return address.
Staple the envelope to the letter if it contains the return address. If you cannot find the return
address, make a note on the letter; initial and date the note.

 Record urgent mail and faxes in the Incoming Mail Register as soon as they are received and then
deliver them to the relevant employee. Record routine business mail, parcels, magazines, circulars
and advertising material in the Incoming Mail Register after urgent mail has been delivered.

 Distribute/deliver urgent mail and faxes to the relevant employee or management committee
member as soon as they are received. Deliver magazines, circulars and advertising material to the
relevant work area for distribution (attach a Circulation List with names of those who should see
the document if more than one). Deliver all other mail and parcels to the relevant work area
distribute relevant mail to the Management Committee, as appropriate.

2. Outgoing Mail Procedures.

 Outgoing mail is a mail within a mail processing facility that is dispatched to another facility for
additional processing or delivery. Also called originating mail. Local, international and worldwide
private mail delivery companies, sometimes called courier services, also deliver envelopes and
packages.

 All enclosures noted at the bottom of a letter are actually enclosed in the envelope.

 The address in the envelope agrees with the address in the letter.

 The nine-digit ZIP code appears on the last line of both the envelope address and the return
address.

 Once a document is ready to mail, it is a good idea to give it a final check before inserting it in the
envelope. Be sure that: Copies have been made, if necessary. Letters have been signed. Your
initials appear below the signature on any letter you have signed for a supervisor or a coworker.

 The size for a standard envelope used for

business letters is 9 ½ x 4 1/8.

50
  Advantages of using computer-generated mailing lists include the ability to: Quickly retrieve,
change, or delete addresses easily avoid duplicate addresses. Select addresses from a master list
to create a smaller list for a special mailing. Print letter addresses and salutations on form letters
as well as address labels.

 Parcel Post may be used for small and large packages, thick envelopes, and tubes. Follow these
guidelines when preparing packages for mailing: Select a box that is strong enough to protect the
contents. Leave space for cushioning inside the carton. Cushion package contents with shredded
or rolled newspaper, bubble wrap, or other packaging material/ pack tightly to avoid shifting.

 Registered mail provides the most secure service offered. Mail can be registered to give protection
against loss or damage of valuable documents or items.

 A company may send merchandise to a buyer and collect payment for the item when it is delivered.
Mail sent on this manner is referred to as COD or Cash On Delivery

 Many companies sometimes use a private courier in order for their

mail to be sent on their preferred time period of shipping and/or in
the time when they want their mail to be sent.

3. Handling Electronic Messages

 Electronic mail systems, commonly called email, have become the

communications method of choice for many University employees. Email messages are often used
as communication substitutes for the telephone as well as to transmit substantive information or
records previously committed to paper and transmitted by more traditional methods. Email
messages can contain records, and in many cases, may be the only record created documenting
a transaction, an action taken, or a policy determination or interpretation. This combination of
communication and record creation and record keeping has created ambiguities on the status of
email messages as University records.

 The management of email touches on nearly all functions on which a University department is
dependent for recordkeeping: privacy, administration, vital records management, administrative

51
 security, auditing, access, and archives. The need to manage email messages properly is the same
as for other recordkeeping systems to ensure compliance with federal and state laws and University
policies concerning the creation of, retention of and access to records.

 University departments that use email have an obligation to make employees aware that email
messages, like paper records, must be retained and destroyed according to established records
management procedures.

Learning Activity/Assignment #7

 Discuss at least three factors that affect your role in processing incoming mail.
 What should you do if you open a confidential letter by mistake?
 How do you process outgoing mail?

Individual Assessment Rubric (Quiz) #5

Folding and Inserting Mail. (20 points)

 Buy a long-white letter envelope.

 Reproduce your letter you prepared from your mid-term exam.
 Follow the steps on how to fold a letter and insert it into an envelope.
 Use your name and address as a sender.
 Apply proper formatting.

Week 13-14

E. ADMINISTERING MEETINGS

Business meetings bring people together to communicate. They may meet to make decisions or solve
problems. Because employees work together, many tasks are related. Meetings are an important means
of communication. Without meetings, keeping up to date on company matters would be difficult for
employees.

1. Types of Business Meetings

Office workers should understand the differences in the nature of meetings. They should also know their
roles in planning and participating in them. The nature of the organization, the duties of the department,
and the purpose of the meeting will determine the size and formality of the meeting.

 Informal and Small Group Meetings. Many of the meetings in which office professionals are
involved will be informal discussions and small group meetings. Informal meetings are set up as
committee meetings. These meetings address specific topics or ongoing concerns and issues,
such as safety and security.

 Formal Business Meetings. A formal meeting follows a definite order of business. It involves a
specific audience and requires some preparation. Many organizations set up formal staff meetings
at a specific time each week or month. Other formal business meetings such as conferences or
quarterly sales meetings, may be planned for longer periods of time. You may be asked to help
plan a meeting.

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  Multinational Meetings. Multinational meeting for large groups are likely to be very formal. They
may require detailed planning and preparation. Time differences for the different locations must
be considered. Knowledge of international and business etiquette is important for these meetings.
Your role as coordinator who arranges the meeting details will be critical. Your role may include
working with hotel personnel if the meeting is held away from company offices.

2. Planning Business Meetings

Regardless of the size of the meeting, documents prepared for the meetings requires organization and
planning. Typical documents may include:

o An agenda, which list the topics to be discussed during the meeting

o Minutes, which are the written record of the official business of a meeting
o A list of follow-up items or reminders of tasks to do following the meeting

3. Preparing and Participating in Meetings

Before The Meeting

o Establish a meeting folder

o Determine a meeting time
o Reserve a meeting room
o Arrange for needed equipment
o Notify the meeting participants
o Use reminder systems
o Key an agenda
o Organize meeting materials
o Prepare the meeting room

During The Meeting

o The degree to which you participate during the meeting will depend on the purpose of the meeting,
where it is held, and the preplanning to be done. You may be responsible for the minutes or for
leading part of the discussion.

 Taking Minutes of Meeting

o The minutes describe the action taken by the group. They provide the reader with a concise record
of what took place at the meeting.
o The minutes should not be a word to word transcript of the meeting.
o The recorder must make note of all important information.
o The minutes must give a clear, accurate, and complete accounting of the happenings of the
meeting.
o Various reporting formats are acceptable for recording minutes, the following information appears
in most of them:
- Name of group, committee, organization, or business holding the meeting
- Time, date, place, and type of meeting
- Name of presiding officer
- Members present and absent (in a large organization, only the number of members present
must be recorded to verify that a quorum was present.)
- Reading and approval of the minutes from the previous meeting

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 - Committee or individual reports
- Unfinished business
- New business
- Time, date, and place of next meeting
- Time of adjournment
- Signature of the individual responsible for the minutes
o The following suggestions will be helpful to you when it is your responsibility to prepare the minutes
of a meeting:

- Bring to the meeting copies of the agenda and the minutes of the previous meeting. Bring also
any report or document that might be referred to during the meeting.
- If you prepare minutes frequently, use a parliamentary procedures reference source
- Record the important points of discussion. Note the action taken or the conclusion reached.
- Record the names of the person making a motion or seconding a motion. Motions should be
recorded word for word. A statement should be made in the minutes as to whether or not the
motion was passed.
- Correct minutes of the previous meeting.

After The Meeting

o Once the meeting is over, you may need to complete follow-up-activities. Make calendar or
reminder notations for any item from the meeting that will require future attention.
o Prepare the minutes as soon as possible. Preparing the minutes will be easier when the details of
the meeting are fresh in your mind.
o Use examples of previous minutes for appropriate format.

4. Meeting Roles and Responsibilities

o Meetings are an important part of business operations. People need to communicate with one
another on a daily basis to complete the work of the organization. As an office professional, you
should be prepared to lead or take part in any meeting you attend.

Leading

o All employees use leadership skills in their jobs. They meet deadlines, improve how the tasks are
done, and work with people to get their jobs done. At the same time, he or she also uses a
nonaggressive communication style that makes everyone feel comfortable.

o Follow the guidelines below to develop a nonaggressive, yet assertive communication style when
leading a meeting.

- Make the objectives of the meeting clear to all participants.

- Be familiar with the background material and have relevant documents at hand.
- Offer suggestions and ask questions during the meeting.
-Always be willing to listen to others’ suggestions.

o Keep the meeting on topic and moving toward a solution or a consensus.-Ensure that all
participants have an opportunity to take part in the discussion.
o Remain open to new and creative approaches.
o Summarize the decisions or plans that have been made during the meeting.
o Identify clearly the duties or tasks assigned to each group member in following up or completing
plans.

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Brainstorming

o To encourage brainstorming, a meeting leader must be willing to give time to the process and
encourage everyone to take part.
o Brainstorming is offering ideas or suggestions in an effort to find a solution to a problem or to create
a new approach. The objective is to come up with as many ideas as possible.
o During the brainstorming process, the following rules are usually observed:
- All ideas are recorded, no matter how unrealistic they may appear.
- Criticism of ideas is not allowed until all ideas have been expressed.-Comments such as “that
will never work” or “we tried that once already” may block the flow of ideas.
- Explanations and combinations of ideas are encouraged. The value of brainstorming is that
one idea may build on another.
Group Dynamics

 Group dynamics refers to how people interact and communicate, as in a meeting. Group dynamics
can play an important part in reaching group consensus and decisions.

Interactions

 Interactions among group members will depend on the purpose of the meeting. In almost all
meetings, communications will be improved when group members can see one another. Eye
contact can be used to help gain attention or control a discussion. When all participants can see
the leader and the visual aids, they can understand the discussion better. The purpose of the
meeting should determine the seating arrangement.

Exchange of Information

 Exchange of information can be improved by the seating arrangement and the willingness of the
leader to encourage open communication. Planning by the leader before the meeting can set up
the open exchange of information among group members. The leader can:
o Provide in advance materials that will be discussed.
o Arrange the room and seating to meet the needs of the meeting.
o Prepare visual aids that guide the discussion.
o Use an appropriate leadership style.

Relationships

 Relationships among the group’s members will affect the meeting. A good leader listens, asks
questions, accepts criticism, keeps the meeting on topic, and resolves conflicts. Conflicts arise
when participants have strong opinions or hidden agendas.

5. Types of Teleconferences and Video Conference.

o A teleconference is a meeting of people in different locations connected by a telecommunications

systems. Teleconferences can be used to deliver training or exchange information. They can be
held to solve problems and make decisions, just as face-to-face meetings can.
o The meeting may be an audio conference. People taking part can speak with one another by phone
of a Wed connection. For a group audio conference, a room can be equipped with microphones
and speakers. They are arranged on tables at certain intervals, so that all participants can talk to
and hear the other.

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 Video Conferencing

 This type of meeting permits people at two or more locations to her each other almost if they were
in the same room. Video conferences can be held using computers equipped with cameras,
viewing monitors, microphones, and other equipment that allows the participants to see and hear
one another.

Computer Conference

 In computer conference, people communicate using private computer networks or the Internet. The
conference may involve only written messages.

Web Conferencing

 Web conferencing combines the features of video and computer conferencing. In a Web
conference, participants can hear and see each other and share documents.

Learning Activity/Assignment #8

 As an office professional, how do you plan and prepare a business meeting.

 Discuss the importance of taking and transcribing minutes of the meeting.
 Identify some important points as you prepare to participate in teleconference or video conference.

Week 15

F. Administering Travel Arrangements

1. Preparing For Business Travel

 Knowing the preferences of your boss

 A travel folder will help you organize the details of an upcoming trip. Use the folder to collect
information as it becomes available.
 Notes on reservations, tickets, hotels, and meetings confirmations may be placed in the file.
 The information in the travel folder will help you prepare for an itinerary and complete company
travel documents.
 As you plan the trip, set aside time to:
o Schedule meetings to be held during the trip. Shortly before the trip, contact each person with
whom you plan to meet to confirm the date, time, and meeting place.
o Organize the names, titles, company names, addresses, and telephone numbers or e-mail
addresses of the individuals with whom meetings are scheduled.
o Check for travel safety conditions in the destination area.
o Makes reservations for transportation and overnight lodging
o Prepare an itinerary and gather supporting materials for the trip

2. Travel Arrangements for Domestic, International

 Time is money for the busy business traveler. The popularity of air travel reflects this point. Often,
the only way to manage a tight schedule is by air travel. An extensive network of airline routes is
provided by national, regional, and commuter airlines.

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  Airline schedules are available free of charge at ticket counters in airports, at airline offices in major
cities, at large hotels, and from travel agents. Most airlines have websites that provide travel details
and where tickets can be purchased. Tickets can also be purchased by telephone or in person at
airports or ticket offices.

FLIGHT CLASSIFICATIONS

 First-Class Accommodations are the most expensive and luxurious of the flight
classifications. First class passengers have the most comfortable seats and receive services
that are not always offered to other passengers. First-class customers have special check-in
zones at the airport where they are able to board and exit the flight before other passengers.

 Business-Class Accommodations are a level of air accommodations that fall between first
class and economy class. Designed specifically for passengers traveling for business
purposes, this travel classification is not available on all commercial airlines or on all flights.

 Economy-Class Accommodations are typically the lowest-prices seats on the airplane. This
accommodation classification is also called coach class or tourist class.

Ticketing

 An e-ticket is an electronic ticket that represents the purchase of a seat on a passenger airline,
usually through a Website or by telephone.

3. Travel Appointments and Reservation

 Supporting Materials

o Assemble travel documents and related materials for meetings or appointments.

o If the plans for the trip change, other arrangements may need to be made.
o Have your confirmation numbers and other details available when you call to change reservations
or appointments.
o Itinerary
o Travel tickets
o Travel funds
o Passport, visa, health documents
o Hotel/Motel and car rental confirmations
o Maps of cities or states as appropriate
o Equipment such as laptop computer, portable phone or presentation projection system
o Directions to offices or other meeting locations
o Speeches, supporting correspondence, reports of files for each appointment/ meeting
o Forms for recording expenses
o Extra note paper, pens, and business cards

 Prepare An Itinerary

o Travel plans, meetings, hotel locations, and reminders or special instructions should be
included.

o When planning a trip, allow enough travel time between meetings to avoid having to rush to
make the next appointment.

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 o One hard copy should carried with you. Another copy can be
carried in the baggage. One copy should be left with a contact
person at the office.

o The itinerary should be an easy to read format that gives the

day by day schedule for the complete trip.

 Hotel Accommodations

o When you make reservations, use toll-free telephone numbers

whenever possible.
o Write the names of the person who make and confirm
reservations.
o Always make a note of the rates you are told.
o Record the confirmation number and repeat it to the reservation agent to make sure it is correct.
o Reservations for hotels can also be made online.

4. Organizational Travel Procedures and Guidelines

 Travel Etiquette

o Your behavior as a business traveler reflects on you, your company, and your home area.
Proper dress and travel etiquette will contribute to a successful business trip.

 Dress

o Dress appropriately for the type of meeting or function you are attending.
o Dress for travel.
o Dress to impress.

 Customs

o Consider the following customs and protocols related to business travel:

- Be on time for appointments
- Take an ample supply of business cards.
- If when and appropriate, provide a gift that is company associated, such as a pen or
sweatshirt with a company logo.
- Paying for meals and tipping for clients is generally accepted as the role of the host- the
person who set up the meeting.

5. Preparing Post-trip Activities

 Expense Report
Typically, a company will have a form that employees use to report travel expenses. The expenses
listed may include charges for items such as hotel, rooms, meals, and car rentals

 Meeting Reports
Examples of meeting reports include sales summaries, client visit logs, project progress updates,
and others that present the results of the business trip.

 Letters
Thank-you letters may be sent to people with whom you meet during the trip. The need for thank-
you letters will depend on the purpose of the travel and business etiquette guidelines.

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Learning Activity/Assignment #9

 Discuss briefly the important role of an office professional in preparing travel arrangements.
 Prepare sample travel appointments and reservation of your boss.
 What are the factors involve in travel etiquette and travel safety.
 Prepare sample itinerary and post-trip activity of your travel as a representative in the convention
of your company, local or international.

Week 16

Chapter IV – Human Relations and Workplace Requirements

Relationships between employees and management are of substantial value in any workplace. Human
relations is the process of training employees, addressing their needs, fostering a workplace culture and
resolving conflicts between different employees or between employees and management. Understanding
some of the ways that human relations can impact the costs, competitiveness and long-term economic
sustainability of a business helps to underscore their importance.

A. Personal Qualities at Work

B. Human Relations at Work

 Employee Collaboration and Workplace Culture

Human relations in the workplace are a major part of what makes a business work. Employees must
frequently work together on projects, communicate ideas and provide motivation to get things done.
Without a stable and inviting workplace culture, difficult challenges can arise both in the logistics of
managing employees and in the bottom line. Businesses with engaging workplaces and a well-trained
workforce are more likely to retain and attract qualified employees, foster loyalty with customers and
more quickly adapt to meet the needs of a changing marketplace.

 Improving Employee Retention

The quality of workplace relations is critical to employee retention. Employee retention may seem trivial
especially in a workplace that is used to a high turnover – but managers must remember that turnover
is financially very costly. Every new employee requires a substantial investment of time and energy in
their recruitment and training.

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  Motivation and Productivity

Workplace relationships provide a source of employee motivation, which is important to maintaining

productivity. Employees who are interested in their work and in the well-being of other employees tend
to be more productive than those who are not. This productivity pays obvious financial dividends to the
company, as it can get more done in less time with fewer costs. Building relationships, by both
recognizing an employee's value to the company and a concern for their needs, often goes a long way.

 Fostering Employee Creativity

The modern business environment often rewards businesses that are able to quickly develop products
that meet changing consumer needs. In some industries – such as technology, for example –
employees' ability to come up with effective new ideas is often the difference between the entire
company's success and failure. Employees' creativity is often dependent on their ability to communicate
with other employees and share ideas. Without quality workplace relationships, employees are less
likely to be able to develop and share the solutions that a business needs to survive.

C. Teamwork and Teamwork Composition

In teams, some combinations of people work together better than others. A large body of literature
with a rich history suggests that the configuration of team member attributes, called team composition,
has a fundamental influence on teamwork. Team composition shapes the emergence of affective
states, behavioral processes, and cognitive states, which ultimately affect how teams meet their
objectives.

Work today is often global, information-rich, and service-oriented. Teams are a means of organizing
work so that individuals can accomplish more than they can on their own. Global product development
teams combine efforts from team members diverse in functional (e.g., marketing, engineering) and
national backgrounds to create, manufacture, and successfully launch innovative products around the
world. Customer service representatives work in teams to provide 24-hr service in response to
customers’ inquiries and to resolve complaints. Physicians, nurses, medical assistants, behavioral
health specialists, and pharmacists co-ordinate their expertise to deliver optimal primary care. The
value of organizing work into teams is that a team member does not need to be able to do everything
on his or her own: a team allows access to a broader pool of perspectives, capabilities, and efforts.

D. Diversity in the Workplace

Diversity in the workplace refers to an organization that intentionally employs a workforce comprised of
individuals of varying gender, religion, race, age, ethnicity, sexual orientation, education, and other
attributes. Diversity in the workplace leads to a plethora of benefits – both from an internal and external
perspective.

The benefits of diversity in the workplace

1. New perspectives

When you hire people from diverse backgrounds, nationalities, and cultures, you’re bringing a fresh array
of perspectives to the table. This can lead to benefits like better problem solving and increased productivity.
The idea of bringing new perspectives into the company can feel intimidating for some hiring managers.
People may fear potential awkwardness or the introduction of unpopular opinions. But the research should
put your mind at ease, which shows that diverse teams see a 60% improvement in decision-making abilities.

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2. Wider talent pool

Employees are no longer simply seeking a 9-to-5 job that pays well. They are looking for space where they
can grow, feel accepted, and be challenged. That is why a company that embraces diversity will attract a
wider range of candidates who are looking for a progressive place to work. As a result, diverse companies
are more likely to attract the best talent.

On the flip side, a company that also actively seeks diversity in candidates will have access to a wider talent
pool. While you should always be selective about who you hire, being overly picky about traits that don’t
matter will significantly decrease the number of people you can even consider. That is why embracing
diversity in background, thought, ethnicity, and other factors are key to finding good hires.

3. More innovation

Workplace diversity leads to innovation. If you think about it, the correlation makes sense. If you have a
homogenous group of people, chances are that everything – from their thought patterns to life experiences
to problem-solving skills – are likely to be similar as well. And sameness doesn’t lead to creative solutions.
On the other hand, a heterogeneous group of employees will contribute unique perspectives that can lead
to breakthroughs in thought.

It is the same reason why companies go offsite for important strategy meetings, or why a change in pace
can help you solve that problem you have been stuck on for days. New circumstances and environments
are known to spark fresh ideas. A recent study also found that companies that score well on indicators of
diversity tend to be demonstrably more innovative.

4. Better employee performance

Diversity and inclusion go hand-in-hand. When you create a work environment where employees see a
representation of a variety of cultures, backgrounds, and ways of thinking, they’re more likely to feel
comfortable being themselves. This, in turn, leads to happier, more productive employees.

On the other hand, research has found that a strong, homogeneous culture can stifle natural cognitive
diversity due to the pressure to conform. If employees don’t feel like they can be themselves at work, they’re
more likely to fear rejection and not produce their best work.

5. Increased profits

There are many studies that show diverse teams simply perform better and, as a result, bring in more
profits.

E. Leadership Traits

Whether running your own business or leading teams in an office setting, the best leaders require a strong
set of leadership qualities to help positively interact with their employees, team members, and clients.
Behavioral theories suggest that leadership skills aren’t ingrained and can be taught – people can obtain
leadership qualities through teaching and learning these skills over time.

The most important qualities of a good leader include integrity, accountability, empathy, humility, resilience,
vision, influence, and positivity.

Communication. If you’re in a leadership role, good communication skills are absolutely crucial. Using
language to perform one-to-one communication is really all that we have as human beings.

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Integrity. Integrity is doing the right thing, even when no one is watching. Without integrity, no real success
if possible. You can’t expect your followers to be honest when you lack integrity yourself. An honest leader
succeeds when they stick to their word, live by their core values, lead-by example, and follow-through.
Integrity is the cornerstone of all other leadership qualities.

Accountability. For accountability, an effective leader needs to follow the advice of Arnold Glasow when
he said, “A good leader takes little more than his share of the blame and little less than his share of the
credit.” A strong leader is accountable for the team’s results, good or bad. They hold themselves and their
employees accountable for their actions, which creates a sense of responsibility among the team.

Empathy. A true leader has enough open-mindedness to understand their followers’ motivations, hopes,
dreams, and problems so that they can forge a deep personal connection with them.

Humility. When it comes to leadership, it can be tempting to become enamored with a new title or status.
However, great leadership styles focus on problem-solving and team dynamics much more than self-
promotion. A great leader will never be effective if they’re more concerned with themselves than with the
well-being of their team.

Resilience. The true grit of a leader is not how they perform during good times, but how they roll up their
sleeves and produce when times get difficult. Great leaders with positive attitudes lead by example and
rally their team no matter the circumstances. It’s this inherent positivity that helps react to situations with a
calm, collected manner and focus on solutions rather than on problems. Resilience is a leadership trait that
comes with experience.

Vision. Jack Welch said, “Good business leaders create a vision, articulate the vision, passionately own
the vision, and relentlessly drive it to completion.” Additionally, John C. Maxwell stated, “people buy into
the leader before they buy into the vision.” A company’s vision only goes as far as a leader’s influence over
others. A great leader clearly sets the organizational direction and exercises keen decisiveness. Decision-
making is key to new ideas, ensuring team members know the bottom line, and understand the goals and
the mission in front of them.

Influence. Some leaders believe that when they attain a certain level of leadership status, respect will
automatically be given to them. Leadership and influence are not interchangeable and respect has to be
earned, not given.

Positivity. Leaders inspire their team not based on their own goals or outcomes, but on their exhibited
behavior, life outlook, and attitude in any given situation. It’s often said that employees and direct reports
exhibit the behavior of their managers – and good leaders need to lead by example at all times while
mirroring how they want their team to act. This comes down to positivity. Even the calmest workplaces can
get stressful at times – it’s more important how leaders react to this stress with a positive outlook rather
than get flustered and place blame.

F. Managing Stress and Time in the Workplace

Time management is a way to find the time for all the things you want and need to do. It helps you decide
which things are urgent and which can wait. Learning how to manage your time, activities, and commitments
can be hard. But doing so can make your life easier, less stressful, and more meaningful.

When you manage your time, you decide which tasks and activities are most important to you. Knowing
what's important helps you decide how best to spend your time. There are three parts to time management:
prioritize tasks and activities, control procrastination, and manage commitments.

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You can start managing your time by prioritizing tasks, controlling procrastination, and managing your
commitments.

Prioritize tasks

Make a list of all your tasks and activities for the day or week. Then rate these tasks by how important or
urgent they are.
 Urgent tasks are those that must be done right away to avoid a major problem, such as paying the
electric bill today because your electricity will be turned off tomorrow. Many people never deal with
important things until they become urgent. This approach always leads to stress.
 Important tasks are those that are meaningful or important to you, such as spending time with your
family, helping friends, or getting exercise. They are also tasks you must do to avoid a problem,
such as paying bills or meeting a deadline at work.
 Not important tasks are ones that don't need to be done or that aren't important to you.

After you have your list and have rated the items, think about how you are spending your time. If you take
care of important tasks in a timely way, you won't have as many urgent tasks to worry about. For example,
if you pay your bills when you get them, you won't have to juggle your finances and hurry to pay bills the
day they are due. Think about how you can redirect your time to activities that are important and meaningful
to you. Are you spending a lot of time on things that aren't important or urgent? Maybe there are things that
you don't need to do at all.

Control procrastination

The more stressful or unpleasant a task, the more likely you are to put it off. This only increases your stress.
You may want to try these tips for controlling procrastination:
 Structure your time. Use a day planner or notebook to plan your day or week. Just seeing on
paper that there is a time to get your tasks done can help you get to work. For shorter projects, use
a timer or alarm clock to help you stick with your plan. You can also find apps to help structure and
plan your time. They can be used on your phone or computer.
 Break up large tasks. If you know that you won't be able to focus on a project for 3 hours, break
up your work into 1-hour blocks over 3 days. It's easier to face an unpleasant task if the time you
are giving it is brief.
 Create short-term deadlines. Short-term deadlines will help you make a habit of meeting
deadlines. It will also force you to get things done. That way, when the long-term deadline does
arrive, you won't have as much pressure and work built up.
 Avoid perfectionism. If you demand perfection, you might not even start a task because you're
worried it won't be perfect. Doing your best is fine. Giving yourself enough time to do your best will
reduce stress.

Manage your commitments

Both too many and too few commitments can lead to stress. Letting go of a commitment doesn't mean
giving up. It means learning what's important to you, recognizing that you have limits, and deciding how
you want to spend your time. Here are some tips for letting go:
 Don't commit to things that are not important to you.
 When you want or need to let go of something, imagine tying it to a helium balloon, releasing the
balloon, and watching it float away.
 Accept that your life is a "work in progress." You don't have to finish every project or meet every
goal in your life by tomorrow or even next week. If one of your goals is less important, you can work
on it later in your life.

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Making commitments can be just as hard as letting them go. People who are under stress tend to have
too many commitments instead of too few. But sometimes stress comes from a lack of commitment. If you
need more commitment in your life, think about what is most important to you. When you are ready to
commit:

 Do it. Give yourself to a new commitment as fully as you can.

 Be responsible. Take your commitment seriously. Don't back out of obligations.
 Open up. Be open to new ideas and suggestions, and be ready to learn.

Learning Activity/Assignment # 10

Answer the following briefly:

 What is human relations? How do you practice human relations in dealing with people?
 How do you evaluate a good leader? Explain.
 Make a table on how you handle time management in doing your tasks as a student.

Week 17

G. Career Advancement

 Career advancement is one of the most important elements for employee satisfaction and retention
at a company. To some individuals, career advancement means reaching a top position at a
particular company; for others, it could mean gaining experience in multiple professional fields in
order to create a unique and versatile role for oneself. Still other ideas of career advancement
include an entrepreneur’s dreams of success, an author’s hopes for publication, and a developer’s
desire to acquire more complex technical capabilities while on-the-job.

1. Opportunities in local and International job markets

The international job market is driven by economic forces of supply and demand. Why do organizations
hire foreigners and nations grant work visas? For their professional skills and products. This demand fuels
jobs for millions of workers across the globe.

Vocational profile of the global job market.

The need to develop is the primary force driving the job market in most developing nations. Development
requires the transfer of technology and especially the training of any nation’s greatest resource—its people.
Consequently, education at all levels is the single largest vocational field. Because English is crucial for
globalization, English teaching is a huge arena all by itself. Further, as schools and other organizations
overseas learn that they can get teachers who will work in their limited settings, the demand increases. We
keep hearing story after story of schools and universities asking tentmakers to help them find more teachers
because they see what the tentmaker is providing.

The four job providing entities.

Basically, four entities provide work to Westerners overseas:

o international or local corporations

o indigenous national institutions like colleges, universities, and government agencies

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 o relief and development agencies
o new start-up businesses

2. Membership in National and International Professional Organizations

 People with common work interest often belong to professional or trade associations. These
groups provide programs and activities designed to help improve work skills and knowledge.

3. Professional Examinations and Qualifications

 List of Professional Associations & Organizations by Industry

 The following Professional Associations & Organizations List is a key resource for those interested
in pursuing professional development or connecting with like-minded professionals in your industry
or occupation.

 Membership in one (or more) Professional Associations & Organizations also looks great on your
Resume and LinkedIn profile to bolster your credentials and qualifications.

o Civil Service Sub-Professional

o Civil Service Professional
o Stenographer’s Examination
o Medical Transcription National Certification III
o Other TESDA National Certifications

Final Examination (in Rubrics assessment)

Test I. Getting Acquainted with Local Offices (50 points)

Requirement:
1. Be familiar with the type of offices or business organizations in your own community.
2. Develop a list of four or five employers (office or small medium enterprise/business e.g.
computer shop, convenient store, sari-sari store, merchandising store, water station, wet
market, dry goods, and the like)
3. Find answers to the following questions:
i. What is the primary product(s) or service(s) of the business?
ii. How many of them are considered office workers?
iii. What system or technology is being used in preparing letters and reports for
records management?
iv. In general, determine if the technology in use is state-of-the-art, or a type that does
not use computers.
v. Prepare your written report using a table of one to two pages in which you present
the information you gathered.

Test II. Administrative Professional Responsibilities (30 points)

Situation:
As an administrative assistant, you have two employees reporting to you. Last year, you
interviewed and recommended for employment Alice Kim, who you believe has excellent potential.
The management of the company accepted your recommendation, and Ms. Kim has been on the
job for six months. Her technical skill are excellent; however, her people skills (human relations)

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 are poor. Mr. Garcia, your supervisor, has called your attention to the fact that she does a very
poor job of greeting outside visitors. In fact, he has told you that several of these visitors have
remarked about her lack of helpfulness. Mr. Garcia tells you to “fix the problem” or “fire her.”
Requirement:

 What steps would you take in addressing this problem?

 Discuss briefly your answer by stating “Step 1, step 2, and so on and so forth”.

Test III. Formatting (20 points)

1. Compose a simple letter of application addressed to:

Ms. Lorena V. Galzote

President and CEO
RAXL Group of Companies
Unit 1025, RCBC Condominium
Makati Avenue, Makati City

2. Develop your resume using the latest style and format, don’t forget to attach your photo in
a corporate attire.

Congratulations! You are now in your final activity. You have completed the module.

Course Requirement/s:

Portfolio. A portfolio is a compilation of learning activities,

assignments, quizzes and tests in one

Material to be used. Ring composition notebook

Page 1- Your title page consist of your name, course, year,

section, subject code, subject description, semester,
school year, and name of your professor

Page 2- Table of content

Page 3- Start of your learning activity. Note: You may use

additional notebook if needed. Do not use pencil.
Copy all the questions/requirements before answering
all activities, assignments, quizzes and tests.

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Course Grading System:

Class standing 70%

Quizzes
Learning Activity/Projects/Assignments

Midterm / Final Exam 30%

Midterm Grade (First Grading) + Final Term Grade (Second Grading) 100%
2 FINAL GRADE

Suggested Readings and References

1. Work and organizational psychology by Ian Rothmann and Cary L. Cooper.

Publisher: London : New York : Routledge, Taylor & Francis Group, ©2015, Second edition.

2. Leadership and business ethics by Prof. Wei Zhu and Prof Hun tai; New York : Delve Publishing LLC,
©2015.

3. Occupational health and safety for the 21st century / Robert H. Friis; Publisher: Burlington, MA : Jones
& Bartlett Learning, ©2016

4. Effective human relations : interpersonal and organizational applications / Barry L. Reece.

Publisher: Singapore: South-Western Cengage Learning, Copyright date: ©2014
Availability: Items available for loan: Graduate School Library [Call number: HF 5548.8 .R44 2014].

5. Public relations writing : form and style by Doug Newsom, Jim Haynes.
Publisher: Boston, MA : Wadsworth Cengage Learning, [2014]Copyright date: ©2014Edition: 10th ed.

/rgj
8.2020

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