PUP LADDERIZED PROGRAM.pdf

PUP LADDERIZED PROGRAM QUALIFYING EXAM FOR BACHELOR OF SCIENCE IN OFFICE ADMINISTRATION FIRST SEMESTER 2023-2024 1. Office Procedures a. The Office Concept, Functions, and Importance o The word “office” came from Latin word “Oficiu...

PUP LADDERIZED PROGRAM QUALIFYING EXAM FOR BACHELOR OF SCIENCE IN OFFICE ADMINISTRATION FIRST SEMESTER 2023-2024 1. Office Procedures a. The Office Concept, Functions, and Importance o 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 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. b. The Office in Relation to the Organization Office tasks are related to the work of many parts of an organizatio n. Completin g office tasks often requires judgment and makin g decisions. Understandin g the organiz ation will help you make sound decisions in completing your work. Understanding t he Organizatio n. Off ice activities are basically related to informa tion. You w ill process and communica te informa tion as you complete your work. In doing so, you will learn much about your organiz ation. Such learnin g, however, is not automatic. You must make an e ffort t o learn about the company. You w ill f ind task more interes ting and be a more valua ble employee when you understand the organization. The information you handle is related to your organiz ation. You should be alert t o opportuni ties to learn from the content of your work. Of course, you must realiz e at all times the in formation you handle may be confidential. o TYPE OF ORGANIZATIONS Sole Proprie torship - A business owned by one ind ividual. Such business may or may no t 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 registe red as a corporati on, partnership or limited liability company. A sole proprietor can work as an indepen dent contractor or operate a small business. Sole proprietors own businesses in  many industries. Many home- based businesses are operated by sole proprietors. Understan ding common businesses operated by sol e proprietors can h elp you decide i f it is the righ t structure for you. Can you list dow n some examples o f sole proprietorship in your tow n? Partnership - is a legal form of business operation betwee n two or more individuals who share and manage both the profits and losses of the company. Different t ypes of partners may participate in a partnersh ip. Some partners may prov ide funds for the busi ness but not take part in managin g it. Other partne rs may activ ely lead and manage the business. Can you give som e examples o f our local partnership organiz ations? Corporation - is a busi ness set up und er the laws of a particular state. A business may be privately or publicly owned. Owners have shares of ownership called stock certificates. Owne rs are called stockholders of shareholders. The corporation is considered a legal unit, separate from its shareholders. Publicly owned corporations are required t o report information about the business to shareh olders on a timely basis. Governmental Units Governmental units at the local, state, and national lev els play a critical role in society. These units are called by different name s such as agency , commission , bureau, department , and board. Each unit has speci fic responsibil ities for services considered important for the citizens served. o GOALS OF ORGANIZATIONS Each of the t hree major types of organizations has different overall goals. Busin esses, including professional companies, seek to m ake a pro fit. On the o ther hand , not -for-profit entities and governmental units do not seek to earn profits. T heir goals relate to the services t hey p rovide. These goals in fluence the work o f the employees. o 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. 1. 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 2. 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. 3. 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. 4. 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. c. Information Processing and Technologies 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 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. o 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: o 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 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. d. Duties and Responsibilities of Administrative Professionals 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. 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, 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: o Store, retrieve, and integrate information for dissemination to staff and clients. o Serve as information and communication managers. o Plan and schedule meetings and appointments. o Organize and maintain paper and electronic files. o Manage projects. o 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. o Provide training and orientation for new staff. o Conduct research on the Internet. o 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. e. Essential Skills and Qualities of Administrative Professionals ADMINISTRATIVE PROFESSIONAL WORKPLACE REQUIREMENTS o 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. 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 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  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? f. The Professional Image of an Administrative Professional 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. o 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 positive  Be courteous o 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. o 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  Be conscious of body language. o 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. o 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. o 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. o 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. o 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. o 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. g. 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. o 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. o 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. o 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. o 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. h. Effective Telephone Communications Prepare for the call. It won’t sound natural if you prepare a script, but consider what you want to say, with whom you need to speak, and whether there is any information that the other person may want from you. Are you likely to need any specific vocabulary that you don’t usually use? If so, you can look it up before you start the call. If you are speaking with people in other parts of the world, consider whether there is a time difference and when would be the best time to make the call. Try to find a quiet place to make the call so that you won’t be disturbed. Be clear about what you want to achieve. Before you make the phone call, think about the purpose of the call. For example, do you want to gather information, communicate information, negotiate, obtain agreement, make arrangements, sell something, or develop an idea? There are many reasons for making telephone calls. If you are clear about what you want to achieve, it will be easier to measure whether you were successful. Remember the other person has no non-verbal cues. Unless you are on a videoconference, the other person will have no idea if you are nodding, shaking your head, smiling or scowling at them! They have no visual cues, so you need to communicate everything verbally. Think about your tone of voice. People don’t just communicate with their words. Messages are also conveyed in the way that words are delivered. If you sound bored, angry or disinterested, the other person may well pick up on it and it will then be irrelevant how good your proposal is or how valid your arguments. It’s true that they can’t see you, but a lot can be communicated through your tone of voice, so make sure that it matches the message that you are trying to get across. You may feel unsure about speaking in English, but try not to let this come across in your tone of voice. Otherwise people may think that you are unsure about your message too. Make sure you listen carefully. Communicating is not just about speaking. You need to listen as well. Particularly if you aren’t speaking your native language, there is a tendency to focus too much on your own words because you want them to be right. However you are having a dialogue and the other person will also be making contributions, asking questions or directing the conversation, so you need to be aware of these things as well. You don’t want the other person to think that you are not interested in what they have to say. Speak clearly and be succinct. Try to be clear. Long sentences don’t always show fluency. Sometimes they just result in the other person losing concentration or having no idea of the actual point. Throughout the telephone call, Try to bring your ideas across in a structured way. Don’t be tempted to hop from one subject to another as new ideas come into your head.  If you don’t understand something, ask. This is actually a good idea in any situation. Especially if you are communicating on the telephone, or in another language, there will be times when you are not sure about something that the other person said. It could be because they have not been clear. Maybe there was background noise. It could be that they were speaking quickly or they have a regional accent. The reason doesn’t matter. It’s better to ask for clarification than to guess what the other person meant or to be unsure about what they think or are going to do. Don’t be tempted to do other things at the same time. Even if the other person can’t see you, they are likely to hear if you are walking around, answering emails, tidying up or doing other activities that take your attention away from the phone call. Give the other person your full attention. If you don’t, it can come across as disrespectful and they could think that you are not interested in them, or that you don’t think the conversation is important enough to give it your full attention. If something really urgent happens, offer to call them back. Try not to take other calls or allow other people to disturb you unless the matter is really important. Summarize the conversation so that everybody knows what’s expected of them. You could either do this at the end of the call or you could send an email afterwards. Either way, it’s good to be clear about what was agreed during the call, who is responsible for carrying out which tasks and whether you will get in touch again to check on progress, have a meeting or involve others. This gives everybody the same information and reduces the risk of misunderstandings. Voicemails – be clear and keep it short. Most of the other tips were about direct communication with people but voicemails are also a way of communicating information using the telephone. If you need to give a lot of information, an email is likely to be the better choice so that the recipient can refer to it easily without having to write down the details. i. Records Management System A record is data in forms such as text, numbers, images or voice that is kept for future reference. A records management system is a set of procedures used to organize, store, retrieve, remove, and dispose of records o IMPORTANCE OF RECORDS LIFE CYCLE The records management phase of the records life-cycle consists of creation, classification, maintenance and disposition. Creation occurs during the receipt of information in the form of records. Records or their information is classified in some logical system. As records are used they require maintenance. Disposition encompasses the destruction or transfer to an archive for future reference. This is then followed by a second, archival phase consisting of the selection or acquisition of the records by an archives, a description of the records in inventories, finding aids, and the like and the preservation of the records or, perhaps, the information in the records. Researchers and scholars may continue to reference and use of the information contained within the records. o Records are categorized according to their usefulness and importance:  Vital Records are essential to the company. These records are often not replaceable. Examples include original copies of deeds, copyrights, and mortgages. Important Records are needed for the business to operate smoothly. These records would be expensive to replace. Examples include tax returns, personnel files, and cancelled checks. Useful Records are convenient to have but are replaceable. Examples are letters, purchases order, and the name and addresses of suppliers. Nonessential Records have one-time or very limited usefulness. Examples include meeting announcements and advertisements. o The usefulness of each record has a beginning and an end. Therefore, each record has a life cycle: Creation or collection. The cycle begins when you create or collect the records. Distribution. During this phase, records are sent to the persons responsible for their use. Use. Records are commonly used in decision making, for reference, in answering inquiries, or in satisfying legal requirement. Maintenance. When records are kept for later use, they must be categorized and stored, retrieved as needed, and protected from damage or loss. Disposition. Records are disposed of either by destroying the records or by moving them to permanent storage, often at less expensive storage sites. 2. Personality Development I. Aspects of Personality and Definition This aspect of personality was taken from the “6 Aspects Of A Balanced Person: A Complete Picture of Well-Being” posted by Steven Handel, gives a clearer details that help us understand more of our personality. According to him, when it comes to life, happiness, and well being, there isn’t one single area of life that we need to focus on. Instead, life is multi-dimensional and dynamic. Different aspects of a balanced person include: ○ Physical The physical aspect of life includes our health and the way we take care of our bodies. This includes what we consume, how often we exercise, keeping our bodies clean, as well as our daily posture and how we carry ourselves. Our body is the most precious gift we have and without it we can’t exist. If we don’t stay healthy we certainly can’t enjoy all the other aspects of life. For that reason, taking care of our physical health is the very first step on the road to happiness. No matter what your current state of health is (or how old you are), it is never too late to start changing our habits, even if  it’s just something small like taking a walk in the morning. A healthy body is a healthy mind, and by taking better care of ourselves we will feel more confident, more motivated, and more energized. ○ Mental If you don’t take care of your body, then it will slowly deteriorate. And the same is true for your mind. Reading books. Learning about new topics. Following the news. These are all ways to keep our minds sharp and continue to update our knowledge and beliefs. Learning is something that is a lifelong endeavor. And studies show that continuing to exercise your brain is a great way to improve cognitive abilities and maintain mental health into an old age. ○ Emotional Under the “Mental” section I covered how to keep our brains active and be more intelligent thinkers, but there is also a whole other side of our psychology that we need to pay attention to as well: our “Emotional” side. Emotions can often seem like something that we have limited power over, but being a more emotionally intelligent person means becoming more self-aware and learning how to better regulate our emotions and behavior. ○ Social Healthy relationships are an essential ingredient to happiness and well-being. There used to be a time when I believed “I don’t need people to be happy, all I need is myself.” But over the years I’ve learned more and more that having a social life and a sense of belonging is a basic human need that can’t be avoided. You can be the most introverted person in the world, but you still need a couple good friends to give you a sense of purpose and meaning. ○ Work/Financial Another aspect of a balanced person that cannot be ignored is our material needs, this includes food, shelter, healthcare, and other basics to living a healthy and dignified life. For most people, this means having a job/career that both supports your material well-being, as well as your psychological well-being. While we don’t always get a choice in what we do for a living, there are important ways to give ourselves more power over both our work life and financial life. Here are a few important pieces of advice. ○ Spiritual Spirituality can sometimes be the most overlooked aspect to life. I define it as a “search for meaning and purpose.” For many people, religion is their main source of spirituality and meaning, but we don’t necessarily need religion to find a larger purpose to life. Art, culture, philosophy, relationships, introspection, and creativity can all play a role in creating more meaning in our lives and living more purposefully. II. Most Admirable Personal Qualities of a Person Here is a list of the most admirable personal qualities posted by Barrie Davenport on January 13, 2019. These are the qualities or characteristics you will likely admire when you see them in others. When you meet someone who exemplifies one of these qualities, it might remind you of situations where you sometimes exhibited the opposite quality. The good news is that if you don’t yet see these qualities in yourself, it’s not too late to cultivate them. Once you get started, there’s no longer any point in comparing yourself to others; just work on putting the following characteristics into practice – every day, and one at a time – until they become part of who you are. ○ Kindness is love in action, and love is connection. When you realize you’re connected to every living being, you want to do them good, because you share in their joys and in their sufferings. You want to bring more good into their lives and do what you can to alleviate their sufferings because in doing so for them, you’re doing the same for yourself. ○ Humility manifests as a quiet understanding of your self-worth and competence. Learning how to own who you are and what you are good at. ○ Integrity is when your words and actions agree with your beliefs and when others can depend on you to act in accordance with what you say you believe. You honor your commitments and you do what you believe is right, even when no one is looking. ○ Equanimity you accept the present moment and all its challenges without reacting negatively or trying to escape it. Equanimity makes temperance and patience possible. Whatever happens, you remain open to what it can teach you. ○ Forgiveness is about the decision to let go and choose compassion over revenge or resentment. Practicing letting go of the things you can’t control or change. ○ Gratitude / Joyfulness a grateful heart finds joy everywhere and is more resilient than negative thinkers and people who are too busy to appreciate the good in their lives. Make a gratitude list every morning. ○ Courage those who exhibit courage do what needs to be done — or what they believe needs to be done — in spite of fear. Whatever they fear (criticism, rejection, death), they do or say what they believe they must. ○ Calmness / Serenity a calm person doesn’t react emotionally to every provocation (deliberate or otherwise). With true serenity, you feel an undisturbed peace of soul. Practice taking a deep breath (or three) when you’re starting to feel agitated. ○ Discipline / Focus the disciplined person commits to doing something and gets it done, even when he’d rather be doing something else. When it’s time to work, the disciplined focus on the task at hand in order to give it their full attention and finish it in a timely manner. ○ Wisdom and Prudence Wisdom is the ability to know the right thing to do or to say, while prudence is wisdom plus good timing. A variant of wisdom — discernment — helps you know what risks are worth taking and which are not, as well as who deserves your trust and whom you should steer clear of. ○ Trust whether you place your trust in God/a higher power, in yourself, or in someone else, your trust makes it possible to hope for a satisfying outcome for you and the people you care about. Treat others as you want to be treated, and honor your commitments to them. Be trustworthy. Learn to trust others by collaborating with them on something you both care about. III. Types of Individual Differences  Physical differences shortness or tallness of stature, darkness or fairness of complexion, fatness, thinness, or weakness are various physical individual differences. Differences in intelligence there are differences in intelligence level among different individuals. We can classify the individuals from super-normal (above 120 I.Q.) to idiots (from 0 to 50 I.Q.) on the basis of their intelligence level. Differences in attitudes individuals differ in their attitudes towards different people, objects, institutions and authority. Differences in achievement ○ it has been found through achievement tests that individuals differ in their achievement abilities. These differences are very much visible in reading, writing and in learning mathematics. ○ These differences in achievement are even visible among the children who are at the same level of intelligence. These differences are on account of the differences in the various factors of intelligence and the differences in the various experiences, interests and educational background. Differences in motor ability there are differences in motor ability. These differences are visible at different ages. Some people can perform mechanical tasks easily, while others, even though they are at the same level, feel much difficulty in performing these tasks. Differences on account of sex. McNemar and Terman discovered the following differences between men and women, on the basis of some studies: ○ Women have greater skill in memory while men have greater motor ability. ○ Handwriting of women is superior while men excel in mathematics and logic. ○ Women show greater skill in making sensory distinctions of taste, touch and smell etc., while men show greater reaction and conscious of size- weight illusion. ○ Women are superior to men in languages, while men are superior in physics and chemistry. ○ Women are better than men in mirror drawing. Faults of speech etc. in men were found to be three times of such faults in women. ○ Women are more susceptible to suggestion while there are three times as many colour blind men as there are women. ○ Young girls take interest in stories of love, fairy tales, stories of the school and home and day-dreaming and show various levels in their play. On the other hand boys take interest in stories of bravery, science, war, scouting, stories of games and sports, stories and games of occupation and skill. Racial differences there are different kinds of racial differences. Differences of environment is a normal factor in causing these differences. Karl Brigham has composed a list on the basis of differences in levels of intelligence among people who have migrated to United States from other countries. On the basis of these average differences between the races, the mental age of a particular individual cannot be calculated since this difference is based on environment. Differences due to nationality individuals of different nations differ in respect of physical and mental differences, interests and personality etc. ‘Russians are tall and stout’; ‘Ceylonese are short and slim’; ‘Germans have no sense of humour’; ‘Yellow races are cruel and revengeful’; ‘Americans are hearty and frank’; Indians are timid and peace-loving’ and the like observations enter into our common talk. Differences due to economic status differences in children’s interests, tendencies and character are caused by economic differences. Differences in interests factors such as sex, family background level of development, differences of race and nationality etc., cause differences in interests. Emotional differences individuals differ in their emotional reactions to a particular situation. Some are irritable and aggressive and they get angry very soon. There are others who are of peaceful nature and do not get angry easily. At a particular thing an  individual may be so much enraged that he may be prepared for the worst crime like murder, while another person may only laugh at it. IV. Factors that give rise to personality differences Why do people differ from each other. Sometimes we cannot help but compare ourselves with others and draw a lot of questions. Here are some of the factors and causes that give rise to personality differences. Causes/Determinants of Individual Differences: Some of the main causes of individual differences are as under: ○ Heredity refers to factors that are determined once an individual is born. An individual’s physique, attractiveness, body type, complexion, body weight depend on his/her parents biological makeup. ○ Environment to which an individual is subjected to during his growing years plays an important role in determining his/her personality. The varied cultures in which we are brought up and our family backgrounds have a crucial role in shaping our personalities. ○ Our Experiences these consists of everything we do or get in touch with, everywhere we got, in short, everything that we are exposed to in out lifetime, whether physical, emotional, or social experiences. V. Personal Attributes and Components Attributes of Personality Development The development our personality should be focusing on the whole personality of an individual. All the attributes must be included in the development as discussed hereinbelow: Physical Development - is the process that starts in human infancy and continues into late adolescent concentrating on gross and fine motor skills as well as puberty. Physical development involves developing control over the body, particularly muscles and physical coordination. Motor Development - is the step to step ability of an infant to carry out various human skills. The skills include: movement control, flexibility, dexterity, exploration and understanding motor skills. Motor Skills as basis of Personality Intellectual Development -is all about learning. It is about how individuals organize their minds, ideas and thoughts to make sense of the world they live in. The two main areas of intellectual development are: Language development – helps us to organize thoughts and make sense of the world around us. Cognitive development – is about how we use our minds and organizes thinking to understand the world around us. ○ Emotional Development the development of a full range of emotions from sad to happy to angry, and learning to deal with them appropriately. Emotional development is the emergence of a child's experience, expression, understanding, and regulation of emotions from birth through late adolescence. ○ Social development is a process that results in the transformation of social structures to improve the capacity of a society in order to fulfill its objectives. It aims specifically in developing power to elevate expansion of human activity.  ○ Moral and Spiritual Development Spiritual development involves the growth of their sense of self, their unique potential, their understanding of their strengths and weaknesses, and their will to achieve. As their curiosity about themselves and their place in the world increases, they try to answer for themselves some of life's fundamental questions. They develop the knowledge, skills, understanding, qualities and attitudes they need to foster their own inner lives and non-material wellbeing. Components of Personality When we examine our own personality, we will discover the different components of personality that only the person itself will tell its strength and needs improvement; ○ Habits - actions so often repeated at regular intervals until they become fixed characteristics ○ Attitudes - A predisposition or a tendency to respond positively or negatively towards a certain idea, object, person, or situation. Attitude influences an individual's choice of action, and responses to challenges, incentives, and rewards (together called stimuli). ○ Character - Behavioral trait of a person. It is the description of a behavior that is distinct and specific about an individual ○ Temperament - refers to those aspects of an individual's personality, such as introversion or extroversion that are often regarded as innate rather than learned ○ Interest - is the natural inclination to focus ones concern on a specific area of work ○ Principles - a moral rule or belief that helps you know what is right and wrong and that influences your actions. ○ Values - guides to a person in making decisions. Individual is consistent in his application of these principles which are in consonance with his norms of morality. VI. Importance of Good Health and Good Posture Importance of Good Health Proper Diet Eating a healthy diet is not about strict limitations, staying unrealistically thin, or depriving yourself of the foods you love. Rather, it’s about feeling great, having more energy, improving your health, and boosting your mood. By using these simple tips, you can cut through the confusion and learn how to create— and stick to—a tasty, varied, and nutritious diet that is as good for your mind as it is for your body. Exercises The health benefits of regular exercise and physical activity are hard to ignore. And the benefits of exercise are yours for the taking, regardless of your age, sex or physical ability. Sleep and Rest Rest and sleep is more important than you may realize. We were not created to be on the go 24/7. Keeping yourself occupied is great, but there has to be some limits. There should be some balance between times when you are being productive and times when you are resting. Your health really does depend on your ability to get enough rest and sleep. Importance of Having a Good Posture  Standing with the good posture looks and feels fantastic, plus it’s very healthy for your joints, muscles, bones, blood circulation and most importantly, your self esteem. That’s why proud and confident people stand tall with excellent posture. It’s a habit! How you hold your body in space is your posture. Your posture is a direct result of the postural habits that you commonly exhibit. You can choose to hold good posture or poor posture. Gravity is your worst enemy while standing or sitting. You could also refer to this as your spinal posture, back or neck posture. The good news for you is that you can quite easily change your postural habits and train your body to sit, stand, walk, and even rest in great postures. Good posture also places the least strain upon your supporting muscles and ligaments. But, no one posture is good to maintain all day. As a human, you were designed to move from posture to posture to avoid muscle fatigue and abnormal sustained tissue loading. This means that your best posture is your next posture! VII. Importance of Good Grooming for Men and Women Cleanliness is next to Godliness. Everyone must know how to keep herself/himself clean and properly groomed. Being clean means you are good inside and outside of your body. It starts with a good diet and then exercises. There a lot benefits both for personal and professional success brought about by being looking good and healthy all the time. Personal Cleanliness ○ Personal Hygiene For Men ✓ Floss and brush your teeth. Having mouthwash is optional. ✓ Step into the shower. Start by washing and rinsing your hair, then wet your washcloth (not a reusable sponge) and wash your face. This way your pores aren't open when you rinse your hair creating zits from soap. ✓ Shave and trim your beard to look neat. Don't be afraid to use your beard trimmer between your eyes or use pluckers at first to welcome two eyebrows. Unibrow is a no-no even if it's hardly noticeable. Don't forget to splash your preferred aftershave on or any skin creams that you use. ✓ Clean your ears with Q-tips if you want to hear better or to dry your ear. ✓ Apply deodorant. If you chose antiperspirant with deodorant it may make your armpits on shirts yellow and deodorant alone may not be strong enough. Bleach your white tees every so often to get the yellow stains out if you enjoy the longevity of armpit. ○ Personal Hygiene For Women ✓ Shower regularly. Showering helps get rid of dead skin cells, sweat, and dirt produced throughout the days. Use a gentle soap or bath gel. Washing your hair too often and with too much shampoo can dry your hair out, as shampoo gets rid of your hair's natural oils. Don't wash your hair every day, unless you really need it. ✓ Make sure to always use good deodorant. Especially as you get older, deodorant will be an extreme necessity. Try not to use antiperspirant often, as it contains chemicals that deodorant does not. You can also use some  scented deodorant, but if you don't want to, there's many non-scented ones on the market. ✓ Wear clean clothes. Keep in mind that clean underwear and clothes are a must! Do not wear clothes with stains, wrinkles, and smells on them. Sometimes reusing clothes are okay, as long as you are sure they're not dirty. ✓ Take care of your hair. Care for your hair each day. Don't forget to comb it. Knotty, frizzy, and unkempt hair is harder to manage or clean. If your hair is really not cooperating, and you don't have time to wash it, throw a hat on, or put it up. Please remember that it is not your job to please other people visually. If your just don't feel like dealing with or dressing your hair up, don't! It's YOUR hair. ✓ Care about your nails. Trim your nails regularly to keep them how you like, also washing your hands often enough should keep them relatively clean underneath, but if not, use an under nail scraper to get the crud out (there might be one built into your trimmer). ✓ Use shampoo often and conditioner only when you do. If you need to, purchase a new shampoo and conditioner. Make sure the kind you get is designed for your hair type, whether that be dry, normal, or oily. Also, check to see if it is designed for straight or curly hair. ✓ Use good dental hygiene. Brush your teeth, floss or use mouthwash at least twice a day. ✓ Wash your face twice a day. Your face needs to be washed every morning and night. Use warm water to open your pores, then wash with mild soap. After you rinse your face, pat it dry with a clean towel. Rubbing your skin with the towel can irritate it. Apply moisturizer once a day to keep your skin soft. Oral Hygiene ○ Oral hygiene is the practice of keeping the mouth and teeth clean to prevent dental problems, most commonly, cavities, gingivitis, and bad breath. The purpose of oral hygiene is to prevent the build-up of plaque, the sticky film of bacteria and food that forms on the teeth. ✓Brushing- Should be performed with a toothbrush and a fluoride toothpaste at least twice a day after every meal and snack. Toothbrushes wear out and should replaced every three months. ✓Flossing -Ease between two teeth and work gently up and down several times with a rubbing motion. Dental floss comes in many varieties (waxed, unwaxed, flavored, tape) and may be chosen on personal preference. VIII. Qualities of a Professional Specialized Knowledge. First and foremost, professionals are known for their specialized knowledge. They've made a deep personal commitment to develop and improve their skills, and, where appropriate, they have the degrees and certifications that serve as the foundation of this knowledge. Competency. Professionals get the job done. They're reliable, and they keep their promises. If circumstances arise that prevent them from delivering on their promises, they manage expectations up front, and they do their best to make the situation right. Professionals don't make excuses, but focus on finding solutions. Honesty and Integrity. Professionals exhibit qualities such as honesty and integrity. They keep their word, and they can be trusted implicitly because of this. They never compromise their values , and will do the right thing, even when it means taking a  harder road. More than this, true professionals are humble – if a project or job falls outside their scope of expertise, they're not afraid to admit this. They immediately ask for help when they need it, and they're willing to learn from others. Accountability. Professionals hold themselves accountable for their thoughts, words, and actions, especially when they've made a mistake. This personal accountability is closely tied to honesty and integrity, and it's a vital element in professionalism. Self-Regulation. They also stay professional under pressure. For instance, imagine a customer service employee who's faced with an irate customer. Instead of getting upset or angry in return, the employee exhibits true professionalism by maintaining a calm, business like demeanor, and by doing everything that she can to make the situation right. Genuine professionals show respect for the people around them, no matter what their role or situation. They exhibit a high degree of emotional intelligence (EI) by considering the emotions and needs of others, and they don't let a bad day impact how they interact with colleagues or clients. Image. Professionals look the part – they don't show up to work sloppily dressed, with unkempt hair. They're polished, and they dress appropriately for the situation. Because of this, they exude an air of confidence, and they gain respect for this. IX. The Secretary and Office Professionals Ethics The ethics of a Secretary and Office Professional are moral principles relating to the job that you will be bounded by. These requirements are automatically taken on board when you accept any position as a Secretary or Office Professional and you will be expected to uphold them at all times. You really do take the Secretarial Oath when you become a Secretary. ○ Ethics - No 1. Confidentiality - Always keep information private and confidential about the firm you work for and its clients. Never repeat sensitive information even if you are in a discussion where everyone is wondering what is happening and you know. Always be trusted. ○ Ethics - No 2. Honesty - do not take the credit for something you did not do and do not let someone else enjoy the credit for something you did do! Always tell the truth. Trust me, you will be more credible with both your boss and fellow workers. ○ Ethics - No 3. Loyalty - always be loyal to your boss and company. Never sell them out at any cost. However, having said this, your boss also has to prove to you he/she is worthy of your loyalty. Do not get caught up in the office gossip. If you display your loyalty you will receive the same in return. ○ Ethics - No 4. Reliable - show you are reliable. Be punctual for work and meetings at all times, and remember, always take the relevant documentation with you to the meetings. Do not abuse the 'sickie'. You just never know what your future holds in relation to your health. Ensure every task you are given is completed on time and to the best of your ability. ○ Ethics - No 5. Responsible - Prove you are responsible by setting priorities and carrying out tasks in a timely manner. Always meet deadlines when they are given. Your boss puts his/her confidence in you. Write yourself a 'to do' list - even if its priority changes 10 times a day. Do not delegate if the job cannot be done as efficiently and accurately as you would have done it. If you do delegate, always check that the project is on track time wise. Do not just forget about it because someone else is doing it. ○ Ethics - No 6. Work unsupervised - Always keep your work up to date and be productive. Meet deadlines. Priorities, and priorities. Every day write up a list of the tasks you need to undertake to ensure none are overlooked and have them in priority order. ○ Ethics - No 7. Be Co-operative - always assist and share your expertise with your colleagues wherever it is possible. Always be happy to carry out duties  asked of you....but also know when to say 'No' (gently) and explain why you can not do the task asked of you. Do not overload yourself. It is becoming more popular in the workplace these days for Secretaries to take on the training role within their organization. ○ Ethics - No 8. Flexibility - If its 5.00pm and your boss needs an important report typed and faxed immediately - do it! The best jobs are where you have a 'give and take' arrangement. You just never know when you may want an hour off at a minute's notice to attend an emergency. ○ Ethics - No 9. Multi-Skilling - Learn as much as possible about computer programs and other positions in the organization. You just may need this knowledge when you apply for advancement within the firm. This is also particularly useful as you are usually the one who has to show the boss how to use some of the computer programs. The trend these days is for the boss to have more 'hands on' with software e.g. e-mail, spread sheeting. Like I said above, you could be asked to take on training too if you were familiar with the programs. ○ Ethics - No 10. Bribery - Do not be tempted to accept gifts or favors from internal or external clients just in case there's an underlying reason. Always follow your Company's procedures and policies. Very rarely you will ever get something for nothing - there is usually always a trade-off. You may end up paying the ultimate price - your job! Incorporate the above ethics in your role and you will find both your boss and your work colleagues will respect you as a person and your position as a secretary. 3. Principles of Public and Customer Relations a. Public Relations definition and Importance Definition of Public Relations ○ The formal practice of Public Relations as noted by the Public Relations Society of America dated as early as the twentieth century. It has been understood in many different ways since then with its definition evolving as the practice of public relations has changed. ○ In 2012, the PRSA members voted with one definition of Public Relations: Public Relations is a strategic communication process that builds mutually beneficial relationships between organizations and their publics. ○ Public Relations Society of America (PRSA) emphasized that it is a process of communication, strategic in nature, with a focus on mutually beneficial relationships. Three important reasons to do PR in a business. 1. Damage Control: Fake news can negatively affect a business very quickly, so PR personnel must implement their crisis management tactics in order to minimize the damage this news can have on the business. 2. Branding: Sharing news, being transparent, and reporting positive figures regularly can build a world-class brand that is recognized across the globe, and can sell products without the need for marketing and sales. 3. Internal Communication: As a company grows and opens offices in many different locations it can be hard to share the same values and keep employees up-to-date with everything that is happening. A Public Relations department can help to manage this relationship to ensure that employees are all working toward a common goal. b. Principles of Public Relations Principles of effective public relations The 10 public relations principles every PR practitioner should consider as they go through the process of assembling an effective plan. 1. Know your audience. 2. Be a patient storyteller. 3. Focus on outcomes over activities. 4. Know the difference between stories and news. 5. Go beyond the echo chamber. 6. Be humble. 7. Under promise and over deliver. 8. Have a call to action. 9. Public relations is not an island. 10. Require the requirements. c. PR in the performance of duties of Administrative Professionals Essence of public relations in the performance of the duties of an Administrative Professionals ○ Administrative professionals or sometimes called as administrative support specialists perform various kinds of administrative assistance such as handling office tasks, such as filing, generating reports and presentations, setting up for meetings, and, reordering supplies, transcribing minutes from meetings, creating presentations, conducting research and meet-and greet and sometimes assists different visitors and guests of an organization. All these tasks that an administrative professionals perform usually require an effective public relations communication to help an institution create a social climate favorable for its growth. ○ As the International Public Relations Association (MT UVA BMS, 2012) said, 5Public relation is a two way process. On the one hand it seeks to interpret an organization to society while on the other it keeps the organization informed about the expectation of the society. Fundamentally public relation is a means by which an organization improves its operating environment. d. Customer Relations Definition and Types of Customers Definition of Customer Relations is the process and manner by which a business develops, establishes, and maintains relationships with its customers. In every success and failure of a business, it is based on the support of its customers and it is therefore necessary that an effective customer relations must be developed. a. On a practical level - listen to your customers! b. On a strategic level - see the world through the eyes of the customer! e. Types of Difficult Customers and Approach Different types of difficult customers  ○ Aggressive Customer Customer aggression is defined as unacceptable hostile behaviour exhibited by a current or former customer of an organisation towards an employee that creates an intimidating, frightening or offensive situation. ○ Persistent Customer A persistent customer is defined as someone who does not waver until they don8t get served or get what they want when availing for something. This type of customer is often unreasonable. Situations: where sometimes a customer gets persistent. Requesting for a refund Requesting for a return of product Warranty ○ Change of product Discount ○ With Special Request One actually made, at a particular time and place; this term is used in contradistinction to a general request, which need not state, the time when, nor place where made. customer request Means a complaint or work request made to Council: by any person through the CRMS and includes complaints or requests made in person; by letter; by facsimile; by e-mail; by telephone; or by two-way radio the details of which are entered into the CRMS. ○ Short Tempered Someone who is quick to get mad. A person who is easily angered, who is known to frequently lose his or her temper. ○ Fickle Minded Fickle minded person is the one who is prone to casual change or inconstant, in short the person is not able to concentrate on one thing. An individual who cant decide what to choose and buy. This type of person jumps from one topic to another without deciding, completing, mastering (at a reasonable level) in the earlier topic. Possible reasons that could make some people so fickle: Low self-esteem. Unrealistic expectations. Insecurity and fickleness. They don't know what they want in life. ○ Defensive Customer "Help me and rebuild my trust in your brand." The truly memorable response includes empathy for the inconvenience, attention to fixing it now, and in some cases, compensation for the inconvenience and trouble. Once you have solved the issue in question, you might provide information on how this error will be prevented in the future if it was a serious error. This impresses the customer. This brings them back to your brand for more memorable experiences. f. Essential Qualities of Administrative Professionals as Press (Public) Relations Officer Essential qualities needed (Naveed, 2013) An Administrative Assistant acting as a Press Relations Manager is a very interesting career option where he will have an opportunity to have exposures to various events and conferences and other events and situations which may be needing his skills and competencies. Having the right attitude plus the skills required to function as Press Relations Manager, he will definitely ensures that company leaders can concentrate on the bigger picture, drive innovation, or keep the company moving in the right direction.  a. The right attitude b. Qualities and Skill Sets of a PRO As a Public Relations Officer (PRO), it is his/her duty to convey the policies and interests of the organization to the public through various modes of media. For an organization, ‘public’ refers to the existing customers, potential customer, shareholders, financiers, media, government bodies, employees, etc. The need for a PRO can be found in almost all sectors, including private companies, advertising agencies, financial organizations, government agencies, charities, etc. A PRO has to be dedicated 24/7 to protect the interest of a company. It can be a very demanding job. However, it is also a lucrative and interesting means of making a career. 1. Professional approach 2. Networking skills 3. Interpersonal skills 4. Written and oral communication skills 5. Analytical skills 6. Emotional intelligence 7. Innovating and troubleshooting skills 8. Organization and management skills 9. Leadership qualities 10. Creativity 11. Storytelling traits 12. Curiosity 13. Knowledge of current affairs 14. Result oriented 15. Self-disciplines 16. Tech-savvy 17. Competitive 18. Constructive thinker Part II. Dictation and Transcription The examinees must listen very well to the dictation of the assigned examiner onsite and they have to transcribe it immediately in yellow pad paper and finish it within the time limit. After the transcription, examinees should be able to type it using MS Word, applying the proper formatting and punctuation guidelines and submit it to the examiner. Review the following: 1. Basic formatting of business letter and memorandum 2. Basic shorthand principles 3. Punctuation guidelines References: Instructional Materials for OFAD-30083, OFAD-30033, OFAD-30063, OFAD-30013, OFAD-30073