AOM Midterm Reviewer PDF

CHAPTER 1: INTRODUCTION TO Assertivity ADMINISTRATIVE OFFICE Flexibility Accuracy Administrative- is derived from the root word 9.Ability to cope with...

CHAPTER 1: INTRODUCTION TO Assertivity ADMINISTRATIVE OFFICE Flexibility Accuracy Administrative- is derived from the root word 9.Ability to cope with pressure 'administer,' therefore, to administer means "to manage" or "to direct" or "to serve" 3 Main Skills Needed In Business Office- comes from the Latin word, officium, 1. TEAMWORK- the collaborative effort of a derived from opus which group to achieve a common goal or to complete refers to "work" or "service" a task in the most effective and efficient way. and facere meaning to do or to make. Actions Needed to Achieve Teamwork Management- process of planning, organizing, Competence- the ability to do staffing,leading, motivating, and making something successfully or efficiently decisions t o achieve organizational objectives. Consistency- the quality of always According to Harold Koontz, management is behaving in the same way the art of getting things done. Commitment- the state or quality of being dedicated Administrative Office Management- It is a Cohesion- the act or state of sticking profession involving the design, implementation, together tightly. evaluation and maintenance of the process of work within an office or organization, in order to 2. FLEXIBILITY- about an employee and an maintain and improve efficiency and productivity. employer making changes to when, where and how a person will work to better meet individual RESPONSIBILITIES OF AOM and business needs. 1. Planning Function - assessing situation, strategies and plans 2 Types of Flexibility 2. Organizing Function- to organize ideas step- Formal Flexibility- those that are by-step officially approved by the human 3. Staffing Function - looking for qualifications resource of employees; growth and experience Informal Flexibility- refers to policies 4. Directing Function - directing strategies to that are not official and not written down employees; assure that they comply with but are still available to some policies and procedure while meeting employees. expectations 5. Controlling Function- supervision of the Advantages of Work Flexibility employees; quality and quantity of work Reduces absenteeism, overtime, sick leave and tardiness QUALIFICATIONS THAT A Reduces Stress MANAGER/SUPERVISOR SHOULD HAVE: Improves performance, quality, productivity and job satisfaction Thorough understanding of various Increases commitment and job business management fundamentals engagement Curbs turnover. Leadership Educational requirements 3. COMMUNICATION - simply the act of Traits such as: integrity, intelligence and transferring information from one place to energy another. Able to write the formal reports on financing and planning CHAPTER 2: THE WORKPLACE 2. Deontology- The intrinsic value of goodwill - behavior that is not dependent upon an outcome Workplace si a place such as an office or to justify its occurrence - is the basis of factory, where people are employed. deontological theory. 3. Egoism- gives people permission to consider 5 Forces Shaping Future of Workplace only what benefits their personal needs. This theory can create a hotbed of contempt in the 1. Place- When we think of work it's important to workplace due to its lack of social responsibility - recognize that it's not just the place we go, it's being aware of the impact your actions have also a thing we do. Our workplace is more upon the workplace as a whole. varied than it has ever been. 2. People- refers to the employees, managers, Compliance Level- ethical work practices help leaders, and teams that make up the workforce. the company to stay within the law. 3. Transport- refers to how people and goods move between locations where work happens, Stakeholder Level- ethical work practices whether that’s in a traditional office, at home, or extend to customers, vendors, stockholders and anywhere in the world. the communities in which the company 4. Technology- refers to the tools, platforms, operates. and systems that enable and support the changing dynamics of where and how work Employee Level- ethical work practices build a happens whether in a traditional office, at home, positive environment founded on trust. or anywhere in the world. 5. Culture- refers to the shared values, beliefs, Ethics Policies- it guides employees to do the behaviors, and practices that define how an right thing at each level. Not every employee organization operates and how employees has the same expectations about how work gets interact with each other. done. The future of the workplace- The real Anger, Stress, and Time Management in challenge in realizing the promise of the modern Workplace workplace is that all these forces are deeply interwoven. Sometimes businesses may feel In many countries, employers have a legal that they have to respond to everything at once, responsibility to recognize and deal with stress and they may be right - when we try to counter in the workplace so that employees do not one force, the others become all the more become physically or mentally ill. apparent. High Levels of Stress can lead to: Ethical Theories and Behavior in the Poor decision-making Workplace An increase in mistakes which in turn may lead to more customer or client To live within a given society is to conform to the complaints ethical components dictated by its governing Increased sickness and absence culture. High staff turnover Poor employee/workplace relations. NORMS- Cultural values dictate workplace ethics and encourage staff to behave in certain In the UK, the Health &Safety Executive (HSE) ways. has issued a guide entitled Tackling Stress: 1. Utilitarianism- benefits a greater number of The Management Standards Approach (2005) workers while compelling the rest to adapt to which outlines six key areas of the workplace majority rule. that should be monitored in order to assess 5. Decreases chances of unethical issues levels of stress. 6.Reduces Possibilities of workplace conflicts 7. Strengthens communication process These key areas are: 8. Smooth running projects Demands - including such issues as workload, 9. Improves your ability to develop teamwork work patterns and work environment. and team building Control - How much say the person has in the 10. Helps in the writing performance appraisals way they do their work. Support - includes the encouragement, Time Management and Its Importance sponsorship and resources provided by the organization, line management and It is rightly said "Time and Tide wait for none". colleagues. It refers to managing time effectively so that the Relationships - includes promoting positive right time is allocated to the right activity. working to avoid conflict and dealing with Time Management Includes: unacceptable behavior. Effective Planning Role - whether people understand their role Setting Goals and Objectives within the organization and whether the Setting Deadlines organization ensures that the person does not Delegation of Responsibilities have conflicting roles. Prioritizing Tasks Change - how organizational change is Spending the right time on right activity managed and communicated within the For effective time management one needs to be: organization. Organized Don’t misuse time Not All Stress is Harmful- Stress affects Be focused people differently. Some people seem to thrive on extremely stressful lifestyles, while others WORKPLACE TEAM AND ENVIRONMENT struggle to cope with everyday life. Building a Team Environment in Workplace Panic Attacks- In cases of extreme or continual Choose your leader stress, people can suffer what is known as a Find the right team size panic attack. Pick your team members Set Roles Short-Term Behaviors for Coping with Stress Determine how the team will fit within Alcohol, Drugs, Smoking organization Overeating Establish collaborative environment Stress Management In The Workplace- Stress management in the workplace is a useful skill CHAPTER 3: EFFECTIVE COMMUNICATION that many don't take advantage of. Many of us and leaders alike, get caught up in day to day Communication is simply the act of transferring tasks. information from one place to another. 10 Reasons Why to Use Stress Management Different Categories of Communication: 1. Improves your ability to motivate employees Spoken or Verbal Communication: 2. Lessen opportunity for decreases in face-to-face, telephone, radio or productivity television and other media. 3. Improves your ability to lead 4. Allows the meeting of deadlines  Non-Verbal Communication: body A presentation is a means of communication language, gestures, how we dress or act which can be adapted to various speaking - even our scent. situations, such as talking to a group, Written Communication: letters, e- addressing a meeting or briefing a team. mails, books, magazines, the internet or via other media. Most common form of 1. Preparing a presentation- most important business communication. part of making a successful presentation. This is the crucial foundation and there should be no Oral communication si replaced by: short-cuts. 1. Voice mail 2. Organizing the Presentation Material- 2. Informal conversation Irrespective of whether the occasion is formal or 3. E-mail or fax-mail and informal, you should always aim to give a clear, 4. Two writing tasks which are writing reports well-structured delivery. and filling out forms. 3. Writing your presentation- This page offers advice on how to write an effective presentation. Visualizations: graphs and charts, 4. Deciding the presentation method- Once maps, logos and other visualizations you have decided on your key messages, and can communicate messages. thought about organizing your material, your next need to think about how you will present. Good Workplace Communication Skills 5. Managing your presentation notes- Few people are able to give a presentation without 1. Courteousness- a person should always be notes. You will need to know your own abilities courteous while speaking to anyone in the and decide how best to make the presentation. workplace, whether senior or junior. 6. Working with Visual Aids- Most visual aids 2. Precision- You're not supposed to sit and will need advance preparation and should be chat in the workplace. Workplace operated with efficiency. communication is born out of necessity and 7. Presenting Data- There are times when should be completed as quickly as possible. using data in a presentation can really help you 3. Language- One should never use any slang to tell the story better. terms, while at work. 8. Managing the Event- The practicalities of 4. Low Speaking Volumes- speaking loudly is how you manage your presentation can make a disturbing to other people around you hence, a significant difference to its success, and to your low speaking volume should be maintained. nerves! 5. Clarity- it is also essential to ensure that the 9. Coping with presentation notes- It is person you are speaking with has completely entirely natural to feel nervous before making a understood what you have to say. presentation. 6. Listen to Others- Most people think of 10. Dealing with Questions- Decide in advance effective communication as a one-way thing. But how and when you wish to handle questions. it is very important to also be a good listener and 11. Self-presentation in presentation- Finally, not just a good talker. how you present yourself can affect how your 7. Posture and Body Language- they say audience responds to your presentation. action speak louder than words and the same can be considered to be true at the workplace. Telecommunications Definition Presentation Skills- Presenting information Telecommunications is the exchange of clearly and effectively is a key skill to get your information over significant distances by message or opinion across, and today, electronic means. A complete, single presentation skills are required in almost every telecommunications circuit consists of two field. stations, each equipped with a transmitter and a receiver. The transmitter and a receiver at any CHAPTER 4: MANAGEMENT OF THE OFFICE station may be combined into a single device ENVIRONMENT called a transceiver. The medium of signal transmission can be electrical wire or cable, Planning for an office involves many details optical fiber or electromagnetic fields. The including these key concerns: free-space transmission and reception of data by means of electromagnetic fields is called Spatial Design and Layout wireless. Electrical Requirements Lighting Effective Office Communication Ergonomics Office communication includes the Spatial Design and Layout: communication between the employees as well as the business talks and communications with 1. Establish primary and secondary work the clients of the company. areas for these tasks: Office communication could be verbal or a. Paper work non-verbal one. It could be a telephone b. Computer activities conversation or one using an electronic mode of c. Projects communication. 2. Plan for accessible file systems: a. Action Files Office Communication Over Telephone b. Administrative files c. Client files While conversing on phone, remember d. Project files to start the conversation by introducing yourself. e. Reference files It is important to convey to the receiver of your 3. Allocate space for storage of office call who you are and the purpose behind your supplies: call. a. Utilities Keep your conversation brief and b. Marketing materials precise. Make your point without wasting time c. Fax supplies much time in coming to the actual topic. d. Printer supplies If you do not happen to ge to the e. Copier supplies person on the phone, you might prefer leaving a message. Electrical Requirements: In case you have not been able to answer your calls, respond to them. 1. Outlets ; Do not end the call abruptly. a. Answering Machines b. Backup Drives Effective Electronic Communication c. Computers d. Copiers d. Electric Pencil Sharpener Emails help in case of language barriers e. External CD Roms and accent problems. They lack the audio f. External Hard Drives component, making them even more g. External Modems impersonal. (different time zones) h. Fans Increases the turnaround time, as it i. Fax Machines lacks immediate feedback. 2. Telephone Lines Emails are best options for formal a. Business lines communication. b. Fax lines c. Dedicated data lines Lighting Disadvantages Open space offices are noisier and can 1. Ambient light- general overhead lighting be more chaotic than closed plan 2. Task light (on workstations) - focused for offices. specific task People passing to and fro can also 3. Natural light- sunlight/ moonlight cause distraction of employees. In an open office space, security is Office Design/Layout reduced. Privacy is difficult to obtain with an open 1. Strip - linear arrangement office plan. 2. Corner - corner spaces Sicknesses and infections can spread 3. L-Shaped- providing space and privacy like wildfire. 4. U-Shaped w/ Peninsula- extended Lighting, heating and air conditioning to workplace or a central meeting area. suit all of the employees tastes can be difficult to achieve. Ergonomics- science that seeks to adapt work or working conditions to suit the worker; the Office Environment and Health study of the problems of people adjusting to their environment. 1. Temperature- A Comfortable temperature must be maintained (Between 20-26 degree List of considerations that can be addressed Celsius) when establishing work station: 2. Humidity- Low humidity can cause dryness of the eyes, nose and throat and may also increase The eyes need to be approximately 24- the frequency of static electricity shocks. High 36 inches away from the screen humidity, above 80% can be associated with Elbows need to rest comfortably on arm fatigue and reports of "stuffiness". rests, yet closely to the sides of the 3. Ventilation- Office should be ventilated either body; in a 90 degree angle. naturally or artificially. Knees need to also be at a 90 degree 4. Contaminated Air- Contaminants in the angle office can include bacteria, viruses, mold spores and dust, solvent vapors or chemicals generated An Open Office Concept or used in the building. When choosing how to plan the office, you are 5. Smoking- Environmental tobacco smoke is faced with the decision of an open plan or an indoor contaminant and there is growing separate offices. recognition that non-smokers may suffer adverse health effects through inhaling tobacco Advantages: smoke. Open plan offices are more economical. 6. Ozone and Photocopiers- Modern Communication is easier between photocopiers and laser printers, are fitted with workstations and departments. an ozone filter and do not present any hazard to Things are easier for the supervisors, as health, provided they are properly maintained. everyone is in a centralized area. 7. Lighting - Suitable light level standard for Managers and senior managers are in interior lighting constant contact with the staff. General background 200 Lux Expenditures are economical when it Routine Office work 400 lux comes to money that is put out for air Work with poor contrast (proof reading) conditioning and electricity. 600 lux 8. Color- Study after study has shown that color influences not just mood, but also wellness and productivity. White reflects - 75% or more of light Light colors - 50-75% (subdued cool colors) Medium colors- 20-50%(bright warm colors) Dark colors - 20% or less White or off-white is recommended for ceiling as they should reflect greater than 80% of light. Floors should be reflected less than 20% of light and therefore should be dark color. Office Floor Space- Workstation should be comfortable with safe and suitable chairs and sufficient space. A good rule of thumb for personal space is to allocate 6.25 square meters per individual workstation. Welfare Facilities - Welfare facilities like eating facilities, sanitary facilities, washbasins etc. should be available. Cleanliness- The standard of cleanliness required will depend on the use to which the office is put. New Demand in an Office Environment Cabling- The need to route power, telephone, and data cabling to every workstation puts a severe strain on the hidden ducting in buildings. Furniture- Technology also has an impact on the furniture. It is unlikely that a building will be able to support wiring for technology at any random point where a desk is to be placed. Noise- In offices, noise can affect concentration, can be an irritation and can be a source of stress to some people. Breaks - It is very important that you take breaks from your work during the day. Eyesight - You should make sure that you have your eyesight tested regularly, and if you need glasses, they should be appropriate for computer work.