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______________________________________________________________________________________ MODULE 1 ______________________________________________________________________________________ Lesson 1 Teamwork -is the collaborative effort of a group to achieve a common goal or to complete a task in the mo...

______________________________________________________________________________________ MODULE 1 ______________________________________________________________________________________ Lesson 1 Teamwork -is the collaborative effort of a group to achieve a common goal or to complete a task in the most effective and efficient way. To make teamwork happens powerful actions must occur: 1. Trust is important. It is essential to an effective team, because it provides a sense of safety. When your team members feel safe with each other, they feel comfortable to open up, take appropriate risks, and expose vulnerabilities. 2. Competence is necessary. The ability to work with others toward a shared goal, participating actively, sharing responsibility and rewards, and contributing to the capability of the team. 3. Consistency is a key component. It keeps the flow of teamwork and reduces the need for other players to add to their workload if everyone stays consistent. Consistency builds great confidence in a team. 4. Cohesion. It is the ability to hold together no matter how difficult the circumstances get. Maxwell describes it as ― a pride in the ability of your group to function at a higher level than possible for the individual. Lesson 2 Flexibility- - is about an employee and the employer making changes to when, where and how a person will work to better meet individual and business needs. -enables both individual and business needs to be met through making changes to the time (when), location (where) and manner (how) in which an employee works. Types of Flexibility 1. Formal Flexibility- the policies are ―officially approved by human resources policies as well as any official policies that give supervisor's discretion to provide flexibility. 2.. Informal Flexibility- refers to the policies that are not official and not written down, but are still available to some employees, even on a discretionary basis. Flexibility can take many forms: 1. Staggered Hours - end work in different time out 2. 4 Hours of Flexibility - allow employee to come anytime 3. Flexible Daily Schedule - come anytime just complete 8 hours work 4. Compressed Work Week - 4 days work office 5. Work from Anywhere - Work from home 6. Telecommunicating - online or physical office 7. Seasonal Work - less work hours Lesson 3 Office - Refer to the place where information is processed, such as a credit office, a lawyer‘s office or an office in the home. Management -Is the art or skill used by those who blend together the six M‘s - Manpower, - Materials - Money - Methods - Machines - Morale – in order to set and achieve the goals of the organization. Administrative Office Management -It is a profession involving the design, implementation, evaluation, and maintenance of the process of work within an office or organization, in order to maintain and improve efficiency and productivity. Lesson 4 Information Revolution – an increased demand for more information in order to make intelligent decision at greatly accelerated rates. THE ADMINISTRATIVE OFFICE MANAGER -The person who heads up the company-wide information management function may have one of several titles and is responsible for planning, organizing, and controlling the information processing activities and for leading people in attaining the organization‘s objectives. RESPONSIBILITIES OF AOM @ MANAGEMENT FUNCTIONS 1. Planning- Is all about planning and development. Assessing the need for designing and implementing totally new functions and services. 2. Organizing- This is necessary to produce effective methods and techniques when implementing changes to maximize organizational and individual productivity. 3. Leading (Staffing & Directing)- This is about the growth and experiences of an employee. 4. Controlling- This is about the quality and quantity of work. This is where we take corrective actions whenever necessary. This also motivates employees to be cost conscious. SKILLS OF THE ADMINISTRATIVE OFFICE MANAGER Conceptual skill - is the ability to use existing knowledge in order to acquire additional knowledge. Conceptual skills are generally learned through experiences and the educational process, some are intuitive.  Human skill - is the ability to use knowledge and understanding of people as they interact with one another. These skills include a manager‘s ability to communicate, coach, lead, resolve conflicts, achieve consensus, and motivate workers. Technical skills - are work-related skills that demonstrate the manager‘s ability to use the technology tools, techniques, and procedures specific to a particular field. ___________________________________________________________________________________ MODULE 2 ______________________________________________________________________________________ Lesson 1 Workplace - is a location where someone works for his or her employer, a place of employment. Such a place can range from a home office to a large office building or factory. The Five Forces shaping the future of the workplace landscape 1. Place. When we think of work it‘s important to recognize that it‘s not just the place we go, it‘s also a thing we do. 2. People. The two biggest cost centers in most businesses are people and property, and businesses need to start linking these two pieces in a more strategic and agile way to maximize both. 3. Transport. By offering staff flexibility in working hours or work location, we can ensure we are not only supporting the well-being of our employees, but also their performance. 4. Technology. Tools that offer up greater mobility will continue to be catalysts for changing the way we work, but business leaders aren‘t keeping up with the tools and technologies we use at home. 5. Culture. Creating a more open and trusting culture, and in doing so, develop a healthier and more engaged workforce. Lesson 3 Ethics - are the guidelines or accepted beliefs about what is right or wrong, good or bad. Ethical Theory in the Workplace: 1. Utilitarianism - In this raw form might seem to uphold everyone‘s best interest, but in reality it benefits a greater number of workers while compelling the rest to adapt to majority rule. 2. Deontology- The intrinsic value of goodwill-behavior that is not dependent upon an outcome to justify its occurrence. 3. Egoism- This gives people permission to consider only what benefits their personal needs. This theory can create a hotbed of contempt in the workplace due to its lack of social responsibility-being aware of the impact your actions have upon the workplace as a whole. Ethical Work Practices 1. Compliance level- In this level, ethical work practices help the company to stay within the law. Working against compliance laws can cost you your job, and can cost your company money if fines are incurred. 2. Stakeholder level- ethical work practices extend to customers, vendors, stockholders and the communities in which the company operates. What the stakeholders see, the public sees- and companies seen by the general public as being unethical can lose customer and market share. 3. Employee level- In this ethical work practices build a positive environment founded on trust. Distrust in the workplace causes stress. You work better when you can trust that your colleagues will work with you ethically. Five Common Personal Values 1. Honesty- Be honest. Don‘t deceive, cheat, or steal. Consider how you feel when someone lies to you. Being honest not only means telling the truth, but also giving the relevant information. 2. Fairness- Being fair means acting without prejudice or favoritism. Be fair in your dealings with coworkers, customers, and supervisors. Listen to others. Don‘t blame others, and do not take advantage of others. 3. Respect- Respect others. Respect cultural differences and diversity in the workplace. Try to understand differences in opinions and find common ground and consensus in decision making. Respect also means listening with an open mind to the opinions of others. 4. Responsibility- Take responsibility and be accountable for your duties and actions. Always try to do your best. Use your manners. When you make a mistake, own up to it and correct it. 5. Compassion- Be kind and considerate toward others. Use your manners. Show understanding and caring for your co-workers. Try to put yourself in another person‘s situation to understand how that person might act and feel. Avoid hurting others feelings. Lesson 4 Anger - is the negative feeling / strong emotion that you feel when you think that someone has behaved in an unfair, cruel, or unacceptable way. Stress -defined as the degree to which you feel overwhelmed or unable to cope as a result of pressures that are unmanageable. Key Areas of the workplace order to assess levels of stress: 1. Demands- including such issues as workload, work patterns and work environment. 2. Control- how much say the person has in the way they do their work. 3. Support- includes the encouragement, sponsorship and resources provided by the organization, line management and colleagues. 4. Relationships- includes promoting positive working to avoid conflict and dealing with unacceptable behavior. 5. Role- whether people understand their role within the organization and whether the organization ensures that the person does not have conflicting roles. 6. Change- how organizational change is managed and communicated within the organization. Stress Management in the workplace - is a useful skill that many don‘t take advantage of. Many of us and leaders alike, get caught up in day to day tasks. Time Management -refers to managing time effectively so that the right time is allocated to the right activity. Time Management includes: 1. Effective planning 2. Setting Goals and Objectives 3. Setting Deadlines 4. Delegation of responsibilities 5. Prioritizing Tasks 6. Spending the right time on right activity For Effective Time Management one needs to be: 1. Organized- Avoid keeping stacks on file and heaps of paper at your workstation. 2. Don‘t misuse time- Do not kill time by loitering and heaps or gossiping around. Concentrate on your work and finish assignments on time. 3. Be focused- One needs to be focused for effective time management. Lesson 5 Team - are a group of employees who work together towards a common goal--simply put, people who work together to get a job done. Steps to help you launch a successful work team: 1. Choose your leader 2. Find the right team size 3. Pick your team members 4. Set Roles 5. Determine how the team will fit within the organization 6. Establish a collaborative environment _____________________________________________________________________________________ MODULE 3 ______________________________________________________________________________________ Lesson 1 Communication - vital tool of management and is simply the act of transferring information from one place to another. The different categories of communication are: 1. Spoken or verbal communication- is the use of sounds and words to express yourself, especially in contrast to using gestures or mannerisms. 2. Non-verbal communication- body language, gestures, how we dress or act-even our scent. 3. Written communication- letters, e-mails, books, magazines, internet, or via other media. It is the most common form of business communication. 4. Visualization- graphs and charts, maps, logos and other visualization can communicate messages. Types of Office Communication 1. Internal Communication –takes place among the people working inside the office. It also means communication between employer and employees or among the members of an association or between a company and its shareholders. 2. External Communication- communication is with the outsiders, like the customers, the suppliers, the debtors, the creditors and the other organization. Oral Communication- may take place in face to face conversation or through mechanical devices. 1. Face to face Conversation- This is the most natural way of transmitting the message. Face to face communication is more successful because the communicator can make the listener understand his message not only by the spoken words but also by the gestures he makes. Good Workplace Communication Skills 1. Courteousness 2. Precision 3. Language 4. Low Speaking Volumes 5. Clarity 6. Listen to Others 7. Posture and Body Language Lesson 2 Presentation -is a means of communication which can be adapted to various speaking situations, such as talking to a group, addressing a meeting or briefing a team. Step to consider in making/preparing a Presentation: 1. Preparing a presentation 2. Organizing the presentation materials 3. Writing Your Presentation 4. Deciding the Presentation method 5. Managing your presentation notes 6. Working with Visual Aids 7. Presenting Data 8. Managing the Event 9. Coping with Presentation Nerves 10. Dealing with Questions 11. Self-Presentation in Presentations Lesson 3 Telecommunications -is the transmission of electronic information (text, data, voice, video, and images) from one location to another. -also called telecommunication is the exchange of information over significant distances by electronic means. ______________________________________________________________________________________ MODULE 4 ______________________________________________________________________________________ Lesson 1 Office Layout - The arrangement of furniture and equipment impacts workflow and employee comfort. Key layouts include: Strip Layout: A simple, straight-line layout where workstations or departments are arranged in a row, typically found in smaller or more linear spaces. This layout helps streamline workflow but may limit flexibility. Corner Layout: This layout places workstations in corners or at angles. It's useful for utilizing otherwise unused spaces and can foster a more private working environment in certain areas. L-Shaped Layout: The L-shaped layout consists of two adjoining sections that form an "L." This is a common choice for individual workstations, providing ample desk space and storage areas. It enhances multitasking and is ideal for users who need access to multiple resources. U-Shaped Layout: U-shaped layout surrounds the worker on three sides. This provides maximum surface area for tasks and allows easy access to office tools and equipment, making it ideal for managers or roles that require multitasking. Lesson 2 Ergonomics - is an approach or solution to deal with a number of problems—among them are work- related musculoskeletal disorders. -is the study of the relationship between people and their environment. Office Environment and Health a. Temperature b. Humidity c. Ventilation d. Contaminated air e. Smoking f. Ozone and photocopiers g. Lighting h. Color ______________________________________________________________________________________ MODULE 5 ______________________________________________________________________________________ Lesson 1 SOURCES OF POTENTIAL OFFICE EMPLOYEES: 1. Internal Sources - It is better to promote an employee who meets the requirements of the position than hiring from the outside. a. Employee referral. When this is used, employees recommend individuals for open positions within the organization. b. Employee Promotion. Morale is likely to increase and turnover decrease when employees can be promoted. c. Databanks. The information regarding employees ‗job qualifications is stored in a computerized databank. 2. External Sources - The advantage of external sources is that there will be big potential applicant pool with new ideas to join in the organization. 3. Unsolicited Application - This is used to apply for a position without knowing whether an opening actually exists. a. Advertising. As a recruiting source, advertising includes classified newspaper advertisements, magazines and journals. Radio and television notices, electronic bulletin boards found on the internet. b. Education Institution Placement Services. Provide important services to both the employer and the job seeker. c. Public Employment Agencies and Private Employment Agencies. These agencies help employers design testing programs, job analysis and evaluation.1 d. Web-based Employment Services. Using the web, the job seekers register with the employment services and electronically submit resume type information. 4. Outsourcing. Organization turns over certain of its function to any outside agency that has the specialization of recruiting, selecting and hiring employees. 5. Hiring people with disabilities. Employers cannot discriminate against an individual with disability as long as a person is otherwise qualified for the job. INTERVIEW AND RESUME PREFERENCES: Scanning Resources. Almost all the recruiters interviewed resort to ―eye scanning‖ a resume, skimming it to find the key words related to the position and power words that indicate the applicant is capable and hard work- words like ―adaptable, innovative, problem solving‖ and skills like ― oral communication, ability to delegate‖. The Interview. Employers now often try to reduce the list of candidates further by conducting telephone interviews. They note the applicant‘s ability to discuss education, job history, and current interests on the telephone. Lesson 2 Supervision - is managing others through leadership and personal influence. Management - means simply getting things done, not necessarily through coordination of the efforts of other people. Supervisors - play an important role in the business environment with the primary job to see that the work performed by employees is completed on time and at the highest level of quality. FUNCTIONS OF SUPERVISION Supervisor as Communicator. Supervisors are required to communicate with a variety of personnel in the course of their jobs. Supervisor as Trainer. An effective supervisor must be a polished trainer. It is part of the supervisor‘s responsibility to demonstrate to workers exactly how certain procedures are performed. Supervisor as Student. For supervisors, life is a learning process. Not only must they learn the rudiments of their subordinate‘s jobs, but they must also learn basic supervisory skills. Supervisor as goal setting. Supervisors are responsible for setting goals for themselves and their subordinates. They must also be charged with ensuring that unit and individual goals set by senior management are met. Supervisor as Evaluator. It is the supervisor‘s job to evaluate workers on a regular basis. Supervisor as Human Resource Specialist. Supervisors need to be aware of the needs of their subordinates. For example, they must know how to motivate people, how to reward them, how and when to discipline them and when and how to refer them to employee assistance programs. Supervisor as Computer Expert. Supervisors must be computer proficient. Supervisor as Producer. The supervisor is inextricably linked to the production of goods and services. The supervisor‘s task in the production process also includes equipment and material management, such as establishing guidelines for layout of the work being performed and selecting the right equipment for each job. Supervisor as Adviser. They must be particularly effective in an advisory role, those who can advise senior managers, middle managers and subordinates on topics that affect their work activities are valuable. Supervisors as Idea Champion. An idea champion is an individual who generates a new idea or believes in the value of a new idea and supports it in the face of potential obstacles. Supervisor as Environmental Watchdog. Contemporary supervisors exemplify the prototypical knowledge workers that business work is beginning to demand. Supervisors as International Manager. The emergence of large international business is creating a new demand for supervisors who can manage effectively in difficult circumstances. Lesson 3 Training - make sure that the training the company will provide to their employees will give them the skills and knowledge they need to succeed in their jobs. Performance appraisal, employee appraisal,or career development - discussion is a method by which the job performance of an employee is evaluated (generally in terms of quality, quantity, cost and time) and typically by the corresponding manager or supervisor. Performance Appraisal Process: Management by objectives. They have goals. 360-degree appraisal. All positions in the workplace can give feedback to each other. Behavioral observation scale. A measurement tool that measures the frequency of a behavior. Behaviorally anchored rating scale. The behavior that is expected in each employee. Promotion - is the advancement of an employee‘s rank or position in an organization hierarchy system. Lesson 4 Job analysis - is a step-by-step specification of employment positions requirements, functions, and procedures. Three categories of job analysis 1. Job content. Refers to workers' job activities or what workers actually do on the job. 2. Job context. Refers to the conditions under which the work is performed and the demands such impose on the worker. 3. Worker requirements. Refers to the worker qualification needed to perform the job successfully. a. Knowledge. The body of information one needs to perform the job. b. Skill. The capability to perform a learned motor task, such as forklift operating skills and work-processing skills. c. Ability. The capability needed to perform a non- motor tasks such as communication abilities, mathematical abilities and reasoning or problem solving abilities. d. Personal characteristics. An individual trait (e.g tact, assertiveness, can for others, objectivity, work ethic) or this willingness or ability to adapt to the circumstances in the environment (e.g. ability to withstand boredom, willingness to work overtime, willingness to treat others cordially). e. Credentials. Proof or documents that an individual possesses certain competencies, such as diplomas, certification and license. Job evaluation - is the process of systematically determining a relative internal value of a job in an organization. Four major methods of job evaluation: 1. Job ranking. The simplest and easiest job evaluation method; jobs and the employees who perform those jobs are ranked from highest to lowest depending on their quality and value to the organization. 2. Job classification. Uses job classes or job groups to provide customization in the evaluation. It also uses scales to measure performance rather than comparing and ranking employees. 3. Factor comparison. It Is more scientific and complex than any other method. Each job is ranked according to a specific set of factors such as physical effort, mental effort, or responsibility, all of which have predetermined weights indicating their importance to success. Lesson 5 Compensation - is a tool used by management for a variety of purposes to further the existence of the company. Incentives - can be classified according to the different ways in which they motivate agents to take particular course of actions. TYPES OF INCENTIVE: 1. Remunerative incentives or financial incentives - are said to exists where an agent can expect some form of material reward especially money in exchange for acting in a particular way. 2. Moral incentives - Are said to exist where a particular choice is widely regarded as right thing to do or as particularly admirable, or where the failure to act in a certain way is condemned as indecent. 3. Coercive incentives - are said to exist where a person can expect that failure to act in a particular way will result in physical force being used against them by others in the community. Fringe Benefits - Various non-wage compensation provided to employees in addition to their normal wages or salaries. Where an employee exchanges(cash) wage for some other form of benefits. ______________________________________________________________________________________ MODULE 6 ______________________________________________________________________________________ Lesson 1 Workplace team - means a group of employees who are working together on either a temporary or a permanent basis to achieve a common adjective. THE TYPES OF WORKPLACE TEAMS Project team. A group of people brought together to accomplish a particular project. Cross-functional team. Made up of employees from different departments or areas of the business. Self-directed work team. A team that determines how it will get a job done and has the authority, and often the budget to carry out decisions. ______________________________________________________________________________________ MODULE 7 ______________________________________________________________________________________ Record management (RM) - is also known as records and information managementor RIM, is the professional practice of managing the records of an organization throughout their life cycle, from the time they are created to their eventual disposal. Governance, risk and compliance or (GRC) - primarily concerned with managing the evidence of an organization's activities as well as the reduction of mitigation of risk associated with it. Record - is something that represent proof of existence and that can be used to recreate proves state of existence, regardless of medium or characteristics. BASIC FILING TERMS Unit. Each part of a name is a unit. Names are alphabetized unit by unit. Indexing. Indexing is determining the order and format of the units in a name. Alphabetizing. When you arrange names in alphabetical order. Case. Letter is written as a capital letter called uppercase or written as a small letter called lower.