OFAD 30033 - Administrative Office Procedures & Management (Polytechnic University of the Philippines) PDF

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 1 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. 2 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 3 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 4 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. 5 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. 6 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 7 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. 8 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, 10 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: 11 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: 12  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. 13  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 14  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 15  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: 16  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 17 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 18 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. 19 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. 20 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. 22 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. 23  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. 24  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. 25 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. 26 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. 27 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. 28 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? 29 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. 31 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 u

OFAD 30033 - Administrative Office Procedures & Management (Polytechnic University of the Philippines) PDF

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