TABLE OF CONTENTS
OFFICE MANAGEMENT --- 1
COURSE DESCRIPTION: --- 1
COURSE OBJECTIVES: --- 1
LESSON 1: THE OFFICE --- 2
OBJECTIVES: --- 2
THE MODERN OFFICE--- 2
WHAT IS AN OFFICE? --- 2
WHAT IS A BUSINESS ENTERPRISE? --- 3
WHAT IS A BUSINESS ORGANIZATION? --- 3
WHAT ARE THE FIVE ELEMENTS OF A BUSINESS ORGANIZATION?(5M’S) --- 3
WHAT IS AN OFFICE STAFF?--- 3
WHAT IS BUSINESS INFORMATION?--- 3
WHO ARE THE OFFICE WORKERS? --- 4
WHAT ARE THE MOST COMMON FORMS OF BUSINESS ORGANIZATION? --- 4
WHAT ARE THE SIZES OF BUSINESS ORGANIZATION? --- 4
WHAT ARE THE DIFFERENT KINDS OF BUSINESS ENTERPRISE? --- 4
WHAT ARE THE FACTORS TO BE CONSIDERED WHEN CHOOSING THE KIND OF COMPANY YOU WANT TO BE CONNECTED WITH?--- 5
WHAT ARE THE TWO KINDS OF BUSINESS ENTITY?--- 5
WHAT ARE THE DIFFERENT GOVERNMENT EXAMS THAT A SECRETARIAL GRADUATE SHOULD TAKE AND PASS? --- 5
WHAT ARE THE ADVANTAGES OF OFFICE WORK? --- 5
WHAT ARE THE SPECIFIC SKILL REQUIREMENTS FOR OFFICE JOBS? --- 6
WHAT ARE THE 8 CATEGORIES OF OFFICE CAREER AND JOB CLASSIFICATIONS UNDER EACH CATEGORY? -- 6
DUTIESANDRESPONSIBILITIESOFOFFICEWORKERS--- 7
STUDENT ACTIVITIES--- 8
LESSON 2: THE SECRETARY’S ROLE IN BUSINESS--- 9
OBJECTIVES: --- 9
DEFINITION--- 9
WHAT ARE THE STARTING POSITIONS YOU CAN APPLY FOR AFTER FINISHING YOUR SECRETARIAL COURSE? --- 10
SUMMARYOFSECRETARIALDUTIES --- 10
SPECIALIZEDSECRETARIALJOBS --- 12
PERSONALITYTRAITSREQUIREDFORASECRETARY --- 14
GROOMINGREQUIREMENTSFORASECRETARY--- 17
JOBOPPORTUNITIESINTHESECRETARIALFIELD--- 18
SECRETARY’SIMPORTANCEINBUSINESS--- 18
HOWTOBECOMEASUCCESSFULSECRETARY --- 18
STUDENT ACTIVITIES--- 18
LESSON 3: HUMAN RELATIONS IN BUSINESS ---19
OBJECTIVES: --- 19
HUMAN RELATIONS DEFINED--- 19
PUBLIC OR BUSINESS RELATIONS DEFINED--- 19
TWOKINDSOFHUMANNEEDS--- 19
THESECRETARY’SROLEINPUBLICRELATION --- 20
FACTORSAFFECTINGPUBLICRELATIONS --- 20
STUDENT ACTIVITIES--- 26
LESSON 4: COMMUNICATION SKILLS IN THE OFFICE ---27
OBJECTIVES: --- 27
SEGMENTS IN THE COMMUNICATION PROCESS--- 29
IMPORTANCE OF COMMUNICATION--- 30
THE FLOW OF COMMUNICATION PROCESS--- 30
BARRIERS IN THE COMMUNICATION PROCESS--- 31
VERBAL COMMUNICATION--- 31
LISTENING--- 32
POOR LISTENING HABITS--- 32
ACTIVE LISTENING--- 33
BODY LANGUAGE--- 33
READING--- 33
WRITING--- 34
LESSON 5: WORKING EFFICIENTLY AND EFFECTIVELY ---36
OBJECTIVES: --- 36
DEFINITION:--- 36
ORGANIZING YOUR DESK. --- 36
TIME MANAGEMENT--- 38 INCREASING PRODUCTIVITY--- 41 WORK SIMPLIFICATION--- 42 SCHEDULES--- 42 TICKLER FILES--- 44 APPOINTMENTS--- 44
SWISS CHEESE METHOD--- 45
MESSAGES--- 45
MAIL--- 45
TO DO LISTS--- 45
CHRONOLOGICAL FILES. --- 46
OFFICE SAFETY AND HEALTH. --- 46
LESSON 6: TELEPHONE SYSTEMS AND TECHNIQUES ---49
OBJECTIVES: --- 49
TELEPHONE TECHNOLOGY--- 49
KEYPHONE PHONE SYSTEM--- 51
RECEIVING A CALL.--- 51
PLACING A CALL.--- 52
PLACING DOMESTIC CALLS. --- 53
CONFERENCE CALL--- 53
PLACING LONG DISTANCE CALLS--- 53
LEARNING TO LISTEN--- 54
HOW TO MANAGE A DIFFICULT CALLER--- 54
ANSWERING CALLS FOR OTHERS WHO ARE AWAY FROM THEIR TELEPHONES. --- 55
WHAT YOUR VOICE SAYS ABOUT YOU. --- 56
USE OF TELEPHONE DIRECTORIES--- 57
STUDENT ACTIVITIES--- 57
LESSON 7: HANDLING VISITORS EFFECTIVELY ---58
OBJECTIVES: --- 58
POINTERS IN HANDLING RECEPTIONIST DUTIES--- 58
HOW TO HANDLE EXPECTED VISITORS (THOSE WITH APPOINTMENT) --- 58
HOW TO HANDLE UNEXPECTED VISITOR (THOSE WITHOUT APPOINTMENT)--- 59
HOW TO CANCEL APPOINTMENTS--- 61
HOW TO MAKE RECORDS OF VISITORS--- 61
HOW TO MAKE THE VISITOR FEEL COMFORTABLE--- 62
WHAT TO DO AND WHAT TO SAY WHEN HANDLING DIFFERENT KINDS OF VISITORS--- 62
LESSON 8: BUSINESS MEETING ---67
OBJECTIVES: --- 67
PLANNING FOR THE MEETING. --- 67
DATE AND TIME--- 67
LIST OF ATTENDEES.--- 67
LOCATION OF MEETING--- 67
GUEST SPEAKER OR SPEAKERS--- 68
THE AGENDA--- 69
FINALIZING MEETING ARRANGEMENTS--- 69
USE REMINDER SYSTEMS--- 70
TAKING,PREPARING AND DISTRIBUTING MINUTES OF THE MEETING--- 70
THE CORPORATION MINUTES--- 71
CONVENTIONS--- 72
DOCUMENTATION--- 72
PROFESSIONALIZATION OF MANPOWER FOR MEETING AND CONVENTIONS--- 73
LESSON 9: MAKING TRAVEL ARRANGEMENTS ---74
OBJECTIVES: --- 74
AIRLINE RESERVATIONS--- 74
STEPS TO BE FOLLOWED WHEN MAKING AIRLINES RESERVATION--- 75
MAKING HOTEL RESERVATIONS--- 75
PREPARING AN ITINERARY--- 75
INTERIOR OFFICE OPERATIONS--- 76
MATERIALS TO BE PREPARED FOR THE BOSS:--- 77
INTERNATIONAL TRAVEL--- 77
FOLLOW-UP --- 78
TRAVEL PROCEDURE--- 79
TRANSPORTATION--- 80
LESSON 10: RECORDS MANAGEMENT---81
OBJECTIVE:--- 81
OFFICE MANAGEMENT
OFFICE MANAGEMENT
OFFICE MANAGEMENT
OFFICE MANAGEMENT
Course Description:
This course covers a range of topics in office procedures and administration, with a focus on knowledge and skills for administrative assistants and office managers. Administrative assistants use their organizational, administrative, and decision-making skills to contribute positively to the work environment. Emphasis is placed on the practical application of office management and administrative skills required to endure that an office runs effectively and efficiently.
Course Objectives: Cognitive Aspect
Develop clear and meaningful understanding of general procedures, systems, and processes, and administration.
Understand the roles and value of administrative staff in the effectiveness and success of modern organizations.
Develop a knowledge and skill base that assists in understanding the office environment and in enhancing performance as an effective administrative employee in an organization.
Understand the impact of office technology.
Develop a clear and meaningful understanding of the different office procedures.
Understand the roles and value of administrative assistants in the effectiveness and success of modern organizations.
Develop a knowledge and skill base that assists in understanding the office environment and in enhancing performance as an effective administrative employee in an organization.
Understand the broad scope of responsibilities of the administrative office manager, as a key person, in efficient company operations.
Affective Aspect
Exhibit business standards of behavior with respect to attendance, punctuality, positive attitude, time management, and respect for others. Provide exemplary customer service by increasing listening and
communication skills. Psychomotor Aspect
Use interpersonal skills to develop effective working relationships and function as a member of an office team
Manage work and time effectively. Set up and maintain records.
Use the telephone effectively.
Use effective personal and interpersonal skills in different business situations.
Lesson 1:
Lesson 1:
Lesson 1:
Lesson 1: The Office
The Office
The Office
The Office
Objectives:
1. Identify some new inventions found in homes and offices today.
2. Identify characteristics of the traditional office, office in transition, and state-of-the-art office.
3. Identify the persons known as the “office staff”.
4. Name members of the organization – top management, middle management and support staff.
5. Enumerate key office functions, the skills needed, and the job opportunities for each.
The Modern Office
What is an Office?
- the term “office” refers to any physical structure where business transactions are being held.
- It is the nerve center of a modern business enterprise where the day to day happenings of the business are being planned, processed, and recorded. - It is the show window of the business enterprise which serves as the
What is a business enterprise?
- is an organization by means of which the capital, talents, ideas, skills, and physical exertion of efforts of a host of individuals are coordinated to produce salable goods and/or services in order to attain their further objectives.
Host of
Individual
Contribution Production Further
Objectives
Owner Capital/ideas Goods/services Profit
Office worker Talents/skills/physical exertion
Goods/services Salary/wages
What is a business organization?
- it is an association formed towards the attainment of a predetermined objective which contains the five elements.
What are the five elements of a business organization? (5 M’s) 1. Manpower
-human factor, physical exertion of human efforts. 2. Money
-cash, capital, funds 3. Machineries
-modern technology, equipment 4. Methods
-techniques, strategies, approaches, technical factor 5. Market
-the transferring of goods and services from the producer to the consumer
What is an office staff?
- is the backbone of a business organization
- It is composed of the office workers who create, process, use, store and provide business information
What is business information?
- consists of any information (data) needed by the company to determine its objective and the means of accomplishing them.
- It provides basis for organizing the work force in a profitable manner and for motivating office workers to achieve the planned objectives
Who are the office workers?
- they are the members of the office staff who expedite the day-to-day operations of the company.
- They help company executives, department managers, supervisors, and fellow workers meet their responsibilities
What are the most common forms of business organization?
1.
Single or Sole Proprietorship
-ownership is vested in one person. -Owner is sometimes called proprietor
-this form of ownership is small and is readily established under the control of one man.
2.
Partnership
- is a medium-sized business organization where two or more persons bind themselves to contribute money, property, or labor to a common fund with the intention of dividing the profits and/or losses among themselves.
- Owners are called partners.
3.
Corporation
- is an artificial being, created by operation of law, having the right of succession and the powers, attributes, and properties expressly authorized by law or incident to its existence.
- Owners are called stockholders
What are the sizes of business organization? 1. small organization
2. medium-size organization 3. big or large organization
What are the different kinds of business enterprise?
1. Production 4. Insurance
2. Marketing 5. Education
3. Advertising 6. Publishing
7. Banking 10. Financing
8. Medical 11. Legal
What are the factors to be considered when choosing the kind of company you want to be connected with?
Factor to be considered when you are hunting for a job is the kind of business in which you want to work. Above are some kinds of business that most companies are engaged in. Your choice will depend mainly on your:
1. Field of interest 2. training 3. educational attainment 4. health 5. values in life 6. location
7. chances for advancement 8. salary and other benefits
What are the two kinds of business entity? 1. Privately owned business entity.
2. Government owned business entity (employees in a government owned business entity should pass the Civil Service Examination given by the Government) What are the different government exams that a secretarial graduate should take and pass?
1. Sub-professional Examination 2. Professional or Career Examination 3. Junior Stenographer Examination 4. Senior Stenographer Examination
What are the advantages of office work? 1. Attractive salaries and wide range of benefits.
2. Many industries are expanding, thereby requiring more office workers. 3. There are more and better opportunities for advancement.
4. Jobs are everywhere. Is in demand here and abroad. 5. Office work is pleasant and prestigious.
6. Positions are open to all, both male and female. 7. Civil service and military opportunities are available. 8. Around-the-clock schedules are available.
9. Part-time and temporary jobs are always available. 10. Jobs are tailored to temperament.
What are the specific skill requirements for office jobs?
1. Skill in typing 2. Skill in shorthand
3. Skill in the operation of the different automated office machines like computer, word processor, adding machines, calculator, copier, mimeographing machine, etc.
4. Skill in performance of the various office procedures like filing, telephone techniques, mail handling, etc.
5. Skill in communication (oral and written)
6. Skill in computing and basic mathematical procedures. 7. Skill in human relations.
What are the 8 categories of office career and job classifications under each category?
1.
Business Data Processing-Computer Technology
a. Word Processorb. Data Encoder c. Programmer d. System Analyst
2.
Secretarial, Stenographic and related Occupations
a. Secretary (legal, medical, technical, general)b. Stenographer (company stenographer or court stenographer)
3.
Typing and related occupations
a. Clerk-typist
4.
Filing and related occupations
a. Filing clerk5.
Computing and Bookkeeping
a. Cashierb. Accounting clerk c. Bookkeeper d. Payroll clerk
6.
Maintenance and related occupations
a. Machine Technicianb. Sanitation Engineer/Janitor c. Electrician
d. Building Maintenance
7.
Information and Message Distribution
a. Messengerb. Telephone Operator c. Receptionist
8.
Miscellaneous Clerical Occupation
a. Bank clerkb. Stock clerk c. Checker
DUTIES AND RESPONSIBILITIES OF OFFICE WORKERS 1. ADMINISTRATIVE DUTIES –include the ability…
a. To manage your work and time b. To get along with others in the office c. To locate business information quickly d. To receive and entertain callers
e. To make appointments
f. To handle meetings and conferences g. To order supplies
h. To make travel arrangements
2. COMMUNICATIONS –include the ability… a. To handle mail
b. To use shipping services c. To handle telephone callers
d. To handle other methods of telecommunications like telex, telegraph, cablegram, etc.
e. f.
3. RECORDS MANAGEMENT –includes the ability.. a. to do basic filing and finding systems
b. to have some knowledge of records control 4. PROCESSING WORDS –includes the ability…
a. To dictate or type business letters, reports and other business papers.
b. To proofread (proofreading –is the act of reading a typed or printed documents to find and correct errors)
c. To take and transcribe dictation d. To use the word processing machine 5. REFROGRAPHICS –include the ability…
a. to operate the various copying and duplicating process and should know which process is best suited for each reproduction job.
6. COMPUTING, ACCOUNTING, AND DATA PROCESSING –include.. a. basic ability to calculate
b. ability to keep financial records
c. basic knowledge of data processing which involves taking unorganized facts and arranging them in such a way as to obtain the desired information with the use of high speed electronics equipment like computer machines
Student Activities
1. Talk with a family or a friend who is an office employee. Ask the following questions:
a. What are the major tasks performed in the office?
b. What are some types of equipment that are found in the office?
c. What does the employees think is the type of his organization and its major goals?
Prepare a brief report summarizing the answers to these questions.
2. Talk with an office employee of your school. Ask the same questions as in no.1 and also prepare a brief report. Are their functions different? If so, in what ways?
Lesson 2:
Lesson 2:
Lesson 2:
Lesson 2: The Secretary’s Role in Business
The Secretary’s Role in Business
The Secretary’s Role in Business
The Secretary’s Role in Business
Objectives:
1. Define the secretary’s role in business.
2. Identify the different secretarial duties involved in an office. 3. Identify the personality traits required for a secretary.
4. Identify and explain some pointers on how to become a successful secretary.
DEFINITION
-The National Secretaries Association (International) defines the SECRETARY this way:
“As an assistant to an executive possessing a mastery of office skills and ability to assume responsibility without direct supervision, who displays initiative, exercises judgment, and makes decisions within the scope of authority.”
- The term “SECRETARY” really means keeper of secrets.
- The secretary is the first one to learn about the many confidential developments involving the office staff and company policies thru meetings, letters, and memos she types, in her filing, and dictation given by her boss, etc.
- The secretary in the office is usually seated closest to the executive. She relieves her boss of such office details plan, to coordinate future
What are the starting positions you can apply for after finishing your secretarial course?
1. Clerk-typist 5. Secretary in a small or medium-size office
2. Filing clerk 6. Word processor 3. Receptionist 7. Data Encoder 4. Telephone operator
SUMMARY OF SECRETARIAL DUTIES Use of typing skill:
1. Type from rough drafts. Organized data from rough drafts into finished reports. 2. Type letters with proper style and
punctuations.
3. Take a dictation at the typewriter. Use of shorthand skill:
4. Take dictation by shorthand or machine 5. Transcribe shorthand notes
Handling mail:
6. Open, read, and sort incoming mail
7. Keep a record of all incoming and outgoing mail 8. Prepare outgoing mail
Handling telephone calls: 9. Answers all incoming calls 10. Make outgoing calls for the boss Helping with meetings:
11. Take notes at meeting and reports of minutes
12. Assist in the preparation of written reports and speeches and prepare copy for publication.
Handling of office visitors:
13. Arrange appointments and keep a record of them 14. Meet visitors in the office
Letter writing:
15. Handle certain types of
correspondence and
communications.
16. Compose routine letters and interoffice memo.
Handling travel arrangements:
17. Make travel reservations and prepare itineraries
18. Take care of the routine office duties while the boss is on trip Handling financial records and banking activities:
19. Use adding and calculating machines
20. Keep company financial records of employer 21. Keep personal and financial records of employer
22. Help employer in filing tax returns and other financial reports 23. Handle simple banking transactions
Filing and management
24. Understand and use basic filing system
25. Keep records of company for future references Administrative duties:
26. organize office procedures 27. Supervise other workers 28. Implement company policies
29. Initiate systems and procedures useful and effective in the office Other related duties:
30. Help in organizing office social functions
31. Serve as buffer to relieve your employer of many details 32. Operate various automated office machines
33. Requisition and keep record of office supplies
34. Understand the use and preparation of numerous office forms 35. Use reference books of various kinds
36. Do some personal shopping for the boss 37. Keeping the office presentable at all times 38. Serve coffee for the boss and his visitor.
SPECIALIZED SECRETARIAL JOBS
As a prospective secretary, you may choose a specialized field such as the legal, medical, or technical area. In order to handle the jobs in these areas, you must possess specialized knowledge and skills.
Legal Secretary
1. As a legal secretary, you may work for a lawyer, a law firm with a number of attorneys or a large corporation.
2. As a legal secretary, you need to have a good
typing and
communication skills and a thorough general education. You need to have an extensive knowledge of legal terminology; be able to prepare legal papers such as deeds, briefs, wills, and contracts; and have a knowledge of the legal system in general such as the court system and law as it relates to the business world.
3. Your skills need to be top-notch. You should be able to type at least 60 words a minute and preferably 70 to 80. In some law offices you will take shorthand while in others you will use voice recording machines. However, if you are preparing for legal secretarial career, you should take shorthand and attempt to develop your skill to at least 100 words per minute since you may work for an attorney/s that require this ability.
4. You should be particularly adept at dealing with all types of people. People who come into law office for solutions of extremely serious problems, which you should be able to handle efficiently with understanding, and concern.
Medical Secretary
1. As a medical secretary, you may work in a hospital, a clinic, a doctor’s or dentist’s office, an insurance company, a research organization, a medical publishing company, a medical supply company, etc.
as pediatrician, a gynecologist, an anesthesiologist, or an ophthalmologist.
3. To become a medical secretary, you need to have an extensive knowledge of medical terminology.
4. Some of the duties that you will perform as a medical secretary include completing hospitalization forms, making appointments, ordering medical supplies, transcribing record of patients, and preparing patients for examination.
5. As a medical secretary you need to be perceptive and sensitive in the needs of clients. Many of the people that come into a doctor’s office or to a hospital may be critically ill. You will be expected to deal with not are your verbal communications important, but your non-verbal behavior is quite significant also. A look or a gesture can convey much about your feelings. Your effectiveness in dealing with all types of clients will determine to a large extent your success as a medical assistant.
Technical Secretary
1. The technical secretary is one whose education and experience qualifies him or her to work in an engineer’s or a scientist’s office.
2. As a technical secretary, you will prepare correspondence containing formulas, equations, mathematical symbols, and statistical calculations. 3. As a technical secretary, you may be working for a company that is developing products or materials of a highly confidential of a research project in the hands of a competition could cost your company millions of pesos.
Education Secretary
1. The education secretary may work at an elementary school, a secondary school, college or university.
2. The educational secretary deals with administrators, teachers, students, parents, the board of education and the general public.
3. This secretary must be able to relate to a wide range of age groups and diverse needs of various individuals.
4. The duties of an educational secretary include ordering books, filing grade, preparing class schedules, working on the budget, handling inventory, typing tests, etc.
PERSONALITY TRAITS REQUIRED FOR A SECRETARY
1.
Ability to build goodwill
- a good secretary is a good public relation person of her immediate superior as well as the company.
- She should always make her boss looks good to his subordinates, fellow executives, and other people especially to clients and customers.
- She should create a good image of the boss and the company where she belongs.
2.
Tactfulness
- the word “tact” means doing and saying the right thing at the right time and in the right place.
- She should not only know the right thing to say and do, but equally important is knowing how and where to do it.
3.
Sense of Anticipation
- an efficient secretary should know what the boss will need before he asks for it and what activity the boss will do next and is always prepared for it.
- this means knowing in advance what will be needed and being prepared for it when the need arises. 4.
Ability to follow through
- this means secretary should see to it that every job is carried to its completion.
- An efficient secretary follows up frequently and seriously every job she undertakes until it is completed.
- The secretary should check from time to time the work to be done to be sure that she will not fail in her commitments with her immediate superior.
5.
Loyalty
- a person who is loyal sticks to someone or to the company not only in times of “plenty” but also in times of “crisis” until it can recover and in due time bounce back to prosperity.
- A loyal secretary understands her boss’s weaknesses and does not reveal them to others.
- A loyal secretary should defend her boss, if need be, to anyone who question his motives.
- A loyal secretary should believe in the company as a whole –in its objectives and its management.
- A loyal secretary should be dedicated to her work always by giving an honest work for a day’s pay.
6.
Dependability
- - a secretary is said to be dependable if she can be relied upon in any activity. - A secretary who is dependable is always prompt in reporting to the office and stands by in any emergency. - A dependable secretary is willing to make personal sacrifices for the callof duty.
7.
Ability to reflect company objectives and policies
- the secretary being part of the management team should help interpret the management’s point of view to her co-workers, to the clients or customers, and to the public. To do this, she should be thoroughly familiar with the objectives and policies under which the company operates.
- As an assistant to the executive, the secretary should be a “model” because of her attitude, work habits, and the way she interprets the rules and regulations of the company will influence the attitude of the other members of the organization.
8.
Ability to keep confidential information
- it is an undeniable fact that the secretary knows about what is going on in the company than anyone else in the organization. Secretaries are often used by bosses as sounding boards when they want to talk about confidential matters. They can do this only if they know that their secretaries will keep to herself all confidential matters revealed to her. - Secretaries who talk about what they know about the company can cause
incalculable damage to the company and their bosses.
- A secretary who reveals confidential information even destroys herself because nobody wants to have or to work with a secretary who does not know how to keep secrets to herself.
- A secretary who knows how to keep confidential information is well trusted by her superiors and her co-workers.
9.
Emotional Stability
- This trait involves a thorough knowledge of the job and self-control no matter what happens in the office.
- Almost every office experience crises like peak work loads, unexpected absence of the boss, or a key employee creates situation in which the secretary should always remain calm in solving each problem.
- Personal emotions like anger, hatred, irritations, envy, sadness, and the like must be controlled so that everyone will the work moving and no office function will be delayed or hampered
10.
Ability to communicate ideas effectively.
- the secretary should be able to express her idea clearly.
- Since the secretary often speaks for her boss, she should communicate her ideas effectively.
- Having a pleasant voice is not enough, although that is very important for a secretary. She should learn to put ideas into words what she want to say or communicate.
11.
Cost-consciousness
- a secretary is expected to perform her job in the most economical way. - A cost-conscious secretary should know how to budget her time and
carefully organize her work so that no time, money, and effort will be wasted.
- A secretary who is cost-conscious avoids waste in everything he or she does.
12.
Ability to develop variety of interest
- a secretary is expected to keep up-to-date in outside affairs because being interested in the world happenings is a sign of a healthy mind.
- A secretary should be involved in civic, community, and social affairs. This will keep her mind active and her whole being alive.
13.
Independent mind
- an alert secretary should have a mind of her own.
- A secretary should promptly and tactfully speaks up her ideas, and is not even afraid to say “NO” tactfully whenever she is not in agreement with the other person’s point of view.
14.
Sense of moral value
- A good secretary should have a high sense of moral values and not easily overcome by temptations.
- She should do everything well even without an observer because she knows it is her duty and she values highly every job assigned to her. - She is tolerant and understanding about gossips, criticisms, jealousies,
and shortcomings of others.
15.
Sense of responsibility
- a responsible secretary accepts and does her job with seriousness
- a responsible secretary tries all means to finish any task assigned to him or her on due time and with satisfactory results.
GROOMING REQUIREMENTS FOR A SECRETARY
1. A secretary should always have a clean, neat, and businesslike appearance from the head down to the feet.
2. She should always look her best and presentable at all times.
3. She should show that she is an organized person by her appearance. This is obviously true because how can you as a secretary organize your work properly if you can not even make yourself presentable.
4. Dress should be simple and appropriate for office wear. 5. Hair should be neatly combed with becoming hairstyle.
6. She should be sweet-smelling at all times with the right fragrance.
7. Jewelries and other accessories should be simple and well-coordinated with her basic wardrobe.
8. Fingernails are well cared and properly trimmed. 9. Make-up should be suitable and evenly applied.
JOB OPPORTUNITIES IN THE SECRETARIAL FIELD
1. Career in the secretarial field is exciting and challenging. Classified sections of newspapers reveal that there are always great needs for secretaries.
2. The job market today and in the predictable future is very encouraging. Every year thousands and thousands of persons are being hired in occupations requiring secretarial skills.
3. The number of employed secretaries is expected to continuously increase in the years to come due to fast expansion of business and to thousand of jobs that will be available as secretaries retire form the labor market.
SECRETARY’S IMPORTANCE IN BUSINESS
1. Business people recognized the importance of the SECRETARY as an administrative assistant who is able to take the responsibility of initiating and completing varied assignments and duties.
2. The SECRETARY is an extremely important part of the business world today. Many executives, after working with an efficient secretary remarked, “if I lose my secretary, it would be like losing my right arm.” Another one said, “It would be very difficult for me to perform my duties and responsibilities without my secretary assisting me in the performance of many routine activities in my office.
HOW TO BECOME A SUCCESSFUL SECRETARY
Your success in the secretarial field depends on you. You can be become a valuable member of an organization if you:
1. Acquire knowledge and skills required of a secretarial job. 2. Train yourself well in various office procedures.
3. Develop your personality and acquire the right kind of attitude towards yourself and other people.
4. Learn to operate as many modern office machines as you can, particularly computers.
5. Learn to deal with and adjust yourself to different kinds of people. Student Activities
ENGLISH REFRESHER: PRONOUNS are words that serves as substitutes for nouns. They must agree with their antecedents (nouns for which they stand) in person, number, and gender..
Underline the correct pronoun:
1. Joyce and Jamie submitted (her, their) projects today. 2. The computer (who, that) Jerico is using is IBM PC. 3. All students need dictionaries available to (them, they).
Lesson 3:
Lesson 3:
Lesson 3:
Lesson 3: Human Relations in Business
Human Relations in Business
Human Relations in Business
Human Relations in Business
Objectives:
1. Define human relations and give its relationship to productivity. 2. Identify and explain some desirable personal qualities.
3. Identify and explain qualities of good appearance. 4. Define business ethics and explain its components. Human Relations Defined
- is the art of getting along with different kinds of people, during which an atmosphere of trust and confidence is created.
Public or Business Relations Defined
-is the objective of the company to build goodwill towards its customers and clients thereby creating a good image of the company in the business world. TWO KINDS OF HUMAN NEEDS
A. Primary Needs ( Biological needs in order to live) 1. food and water
2. clothing 3. shelter 4. rest and sleep 5. air
B. Secondary Needs (Psychological needs which are satisfied by dealing with other people)
1. need to be loved 4. need to be important 2. need to be needed 5. need to be respected
THE SECRETARY’S ROLE IN PUBLIC RELATION
The secretary’s role in public relations is an important one. The secretary is in a key position to develop good public relations through:
1. business letters
2. telephone conversations 3. greeting callers or visitors
The success of a company is the concern of everyone that works for it. If you work for a company, the company’s customer is your customer. The success of the company is your success and the downfall of the company will also be your downfall.
FACTORS AFFECTING PUBLIC RELATIONS 1. What employees are saying about the company. 2. What customers are saying about the company. 3. The company’s role in the community.
OPPORTUNITIES BY WHICH A SECRETARY CAN MAINTAIN GOOD PUBLIC RELATION
1. By helping her boss do a better job, thus improving procedures or services.
2. Be being genuinely cooperative and helpful to customers and others outside the company.
3. By constantly striving to improve her own work methods thereby producing fast and accurate work.
4. By promoting the company to everyone with whom she comes in contact through her general actions, by what she says, and by the way she answers questions about the company.
5. By her telephone manners
6. By the letters she writes or types for the company.
WAYS IN WHICH THE SECRETARY CAN HURT OR OFFEND THE PUBLIC
1. Misspell a name of client or customer 2. Type an address incorrectly
3. Write a letter that contains a thoughtless remark affecting the reader’s dignity.
4. By promoting the company to everyone with whom she comes in contact through her general actions, by what she says, and by the way she answers questions about the company.
8. Keep a caller waiting too long without sufficient reasons.
9. Exchange a clever remarks with a friend in the presence of a caller. 10. Schedule appointments that conflict.
11. Hang up the telephone before the caller hangs up 12. Fail to help the customer solve her complaints.
THE ART OF HUMAN RELATIONS
1. Good public relations begins with good internal HUMAN RELATIONS –with people within the company.
2. People in an office should work together in harmony and in a friendly atmosphere of “one big happy family”
3. The secretary’s personality is basically founded in her ability to get along well with people and to make favorable impressions on them.
4. The secret of adjusting oneself to others included in the simple formula: “Treat others as you would like to be treated by them”.
5. It is not only liking people that matters but really an understanding of people that counts. Each person is of different temperament and disposition. When you realize this and can make allowances for those differences in individuals, then you will have passed the first step toward increasing your interest in other people.
6. The next step is learning to cultivate the friendship of many persons of all types. Your own personality grow in proportion to the variety of experience you have as a result of contacts with many other people.
HOW TO DEVELOP GOOD HUMAN RELATIONS AT WORK 1. Greet people warmly.
a. Co-workers, customers, visitors all appreciate a personal greeting before getting down to business.
b. A cheerful “good morning” or “good afternoon” is a welcome gesture of your friendly disposition.
2. Deal with others tactfully.
a. Tact is defined by Webster as a nice discernment of what is appropriate to do or say in dealing with others without giving offense.
b. Tact is based on common sense. Just put yourself in other fellow’s place, whatever irritates you will probably irritate him.
3. Use persuasion instead of argument. a. It is better to urge than to argue.
b. To persuade is to appeal not to threat. By threat, you make someone do unwillingly what you want him to do, but to make persuasion, you make him do it of his own free will.
4. Recognize authority
a. It is important to be able to recognize the various shade of authority and to know just who is supposed to give your orders.
b. When you are a beginner, almost anyone and everyone may give you instructions. The manner with which you accept instructions, corrections, and even criticisms may be a determining factor in your progress.
c. A secretary who assumes a sullen attitude when she is told to do something gets no satisfaction from her action and she endangers her own position. d. A secretary who is afraid to consult her own boss for advice when someone
else gives her an assignment will not only be imposed upon by everyone but will also be unable to give her own superior adequate attention.
e. Respect all authority. 5. Be friendly but not too personal
a. A genuine friendship in the office contributes a pleasant atmosphere and harmonious working condition.
b. Be considerate of other people’s feelings.
c. Don’t bore or embarrass others with long recitals of your personal troubles and achievements
d. Avoid serious personal relationship with your boss especially if he is a married man. You will be creating a lot of trouble at the end. This kind of relationship does not usually lasts long.
6. Use names and titles appropriately.
a. When dealing with persons with the same age and rank within the
department, the informal manner of addressing each other by their first name is acceptable.
b. Superiors in the office and people outside the company should be addressed as Ms., Mrs., Sir, or Ma’am.
c. Find out your company’s preferences about names and titles and guide yourself accordingly.
7. Be deserving of respect.
a. In order for other people to respect you, be the first one to show respect for yourself in your behavior, manner of dressing, manner of talking and in dealing with people.
8. Be thoughtful
a. Say “please”, “thank you”, when necessary. These words are examples of little touches of courtesy and high regard for others.
b. Little things means a lot. You may send unexpected anniversary cards, birthday cards or greetings, and timely message of sympathy, better still greet them personally.
c. A helping hand or a thoughtful gestures shows, far more affective that words, that you are a considerate person.
9. Help new employees
a. Remember you were once a new employee yourself, so take time to welcome and help new employee.
10. Be a team player
a. Assist in everyway you can to attain the objectives of your company. b. Do your best in everything you do.
c. Do your full share; be cooperative at all times.
11. Recognize the importance of others. Practice the Golden Rule: Do not do unto others what you would not like others do unto you.
12. Practice office etiquette.
HOW TO HANDLE AN ANGRY COMPLAINANT 1. Stop Talking!
- You cannot listen if you are talking. 2. Put the talker at ease.
- Help him feel that he is free to talk. This is often done by offering him a seat, allowing him to rest or cool off for a moment.
3. Show him that you want to listen.
- Look and act interested. Do not read your mail while he talks: Listen to understand rather than oppose.
4. Remove distractions
- Don’t doodle, tap, or shuffle papers. Will it be quieter if you talk in a private place?
5. Empathize with
- Try to put yourself in his place so that you can se his point of view. 6. Be patient
- Allow plenty of time. Do not interrupt him. 7. Hold your temper.
- An angry man gets the wrong meaning from words. 8. Go easy on arguments and criticisms.
- This puts him on the defensive. He may get angry. Do not argue, even if you win, you lose. You lost an important customer.
9. Ask questions
- This encourages him and shows you are listening. It helps to develop points further.
10. Stop talking!
- This is first and last, because all other commandments depend on it. - You just can’t do a good listening job while you are talking.
- Nature gave man two ears but only one tongue, so that he listens more than he talks.
TEN COMMANDMENTS OF HUMAN RELATIONS 1. Speak to people.
- There is nothing as nice as cheerful word of greeting. 2. Smile at people.
- It takes 65 muscles to frown: only 15 to smile. 3. Call people by name.
- The sweetest music to anyone’s ears is the sound of his own name. 4. Be friendly and helpful
- If you would like to have friends, be friendly. 5. Be cordial
- Speak and act as if everything you do were a genuine pleasure. 6. Be genuinely interested in people
- You can like everybody if you try. 7. Be generous with praise; cautious with criticisms.
8. Be considerate with the feelings of others. It will be appreciated. 9. Be thoughtful of opinion of others.
- There are three-sides to controversy: yours, the other fellow’s, and the right one.
10. Be alert to give service.
EMPLOYER-EMPLOYEE RELATIONSHIP
1. An employee should be friendly but respectful to his employer.
2. Address your employer “Mr.”, “Mrs.”, “Sir”, or “Ma’am”. Avoid calling your employer by his or her first name.
3. Avoid personal jokes or wise remarks. Your employer might resent it as an affront to his dignity or position.
4. Look for your employer’s good points and understand his weaknesses.
5. Don’t argue with your employer. You can check him nicely if there had been some mistakes, but don’t insist on your way. Always do the correcting tactfully and in private.
6. The most important thing is to be loyal to your employer. Nothing but praises for him should come from you. If you have nothing good to say, either you leave the job or don’t say anything bad.
7. Employees should treat their employers with respect and not with fear.
8. Employers are expected to treat their employees with respect, courtesy, and consideration. In order that an employer will respect his employees, the employees should first show self-respect.
9. Employees should respect the chain of command. Know your immediate superior. Do not by-pass authority. Tell your problems in the office to the right person who can really help you solve you problems related to your work.
10. Employees should always be willing to accept responsibilities. If you do not know how to do the job, ask questions.
11. Always do your best in everything you do. 12. Always strive to improve on the job.
13. Be willing to admit your mistakes. But see to it that you also learn from your mistakes.
14. When more work are assigned to you, do not complain. Always think that your employer is assigning to you the job because he believes you can do it better than others.
15. Avoid serious personal relationship with married people in your office. This kind of relationship does not usually lasts long, and you become the loser at the end.
HOW TO ACHIVE HAPPINESS IN DEALING WITH PEOPLE
1. Real happiness can be yours only when we have done something worthwhile for ourselves and others. This can be done right here on earth.
2. To achieve real happiness, all we have to do is wake up, open our eyes, be pure in heart, be sincere in deeds, reach out, and give ourselves wholeheartedly to everyone.
3. If we have done something good to others, we have done it to the LORD. Thus, we have gained perfect joy and happiness.
Student Activities Attitude Give-Away Exercise
Below are different ways people share their positive attitudes. Some may appeal to you; others may not. Place a mark in the square opposite
three
attitudes that fit your style and that you intend to incorporate into your behavior._______ Going out my way to visit friends who may be having trouble with their attitudes.
_______ Being more positive with those whom I have daily contact.
_______ Transmitting my positive attitude to others whenever I use the telephone.
______ Sharing my positive attitude by sending token items such as cards or flowers to those I care about.
______ Sharing my sense of humor through more teasing, telling jokes or using the flipside technique.
______ Being more sensitive as a listener so that others can regain their positive focus.
______ Laughing more so that my attitude will be infectious and others will pick it up.
______ Communicating my attitude through upbeat conversations, paying compliments to others, etc.
______ Sharing my attitude to others by setting a better example as a positive person.
As you implement your choices, remind yourself that the more you give your attitude away, the more positive it will remain.
Lesson 4:
Lesson 4:
Lesson 4:
Lesson 4: COMMUNICATION SKILLS IN THE OFFICE
COMMUNICATION SKILLS IN THE OFFICE
COMMUNICATION SKILLS IN THE OFFICE
COMMUNICATION SKILLS IN THE OFFICE
Objectives:
1. Define communication and explain the communication process. 2. Define and explain the importance of feedback
3. Define and explain substantive and subjective meanings in communication
4. Explain the importance of communication 5. Explain the flow of communication
6. Enumerate and explain the barriers to communication
7. Enumerate and explain pointers for better verbal communication 8. Enumerate and explain pointers for better listening
9. Enumerate and explain pointers for better reading skills 10. Enumerate and explain pointers for better writing skills
Communication is the for all office tasks. The office worker deals daily with spoken and written word through such activities as handling telephone calls and taking messages, composing memos and letters, giving and receiving instructions, and receiving visitors.
Figure 4.1 Communication Methods
Reading Writing
Communication Process.
The communication process may be defined simply as the exchange of messages by human beings. It is the transmission of ideas from the sender (source) to the receiver through the channels. The segments of communication are the source, message, channel, and receiver. Communication is not complete, however, if there is no feedback or response from the receiver back to the sender.Figure 4.2 Communication Process
Communication is defined as the transfer of information from one person to another that is understood. There must be understanding for there to be effective communication. Let's see how this works.
Communication process consists of the following:
• The sender formulates a message
• The sender transmits the message
• The receiver intercepts and filters the message
It is at the third and fourth stage of this process that understanding should occur. If it does not occur then there is a breakdown in communication. During the fourth stage, the response should then be a renewed attempt to
gain understanding.
While it may appear that the spoken word is the element of communication that needs to be understood, that is only part of the puzzle.
Segments in the Communication Process
The complete communication process consists of four segments: the sender, the message, the receiver, and the response. See figure 4.3 diagrams these elements.
The sender creates a message with an idea of the response he or she hopes to evoke. The quality of message is influenced by the personal characteristics of the sender: intelligence level, education level, cultural background, writing and speaking skills, attitudes, feelings, dispositions, beliefs, and values.
The message has two kinds of information: the substantive as well as the subjective. It is in the subjective aspect that the feelings, attitudes, and values of the receiver influence the way message is received.
The factors of communication are communication skills, attitudes, knowledge, social system, and culture. In other words, the quality of the message is influenced by the personal characteristics of the sender: his/her communication skills, attitudes, knowledge, social system, and culture, beliefs and values.
The receiver of the message also possesses a unique set of personal characteristics like the sender.
A response or reaction occurs whenever a message is received. The receiver may react positively or negatively. That response is called feedback. Unless there is a feedback, the sender will not know that the message has been received. The use of the five channels or senses makes the message clearer. For example, if the message is sent by means of an illustration (use of the eyes), by talking (use of the ears), by feeling (use of hands), by smelling (use of nose), and by tasting (use of the mouth) –the message will be received more clearly than if the sender used only one channel.
The exchange of feelings and attitudes in the communication process is known as interpersonal communication. Valuable interpersonal communication tales place when the message creates positive attitudes and feelings for both the sender and the receiver. Feedback is valuable, for it lets the sender know whether the message has been correctly interpreted and how the receiver reacts to the message.
As the communication process continues, it becomes a communication cycle. The sender’s message results in a response. That response takes the form of a message to the original sender who then becomes a receiver. The cycle repeats itself.
Figure 4.3 Communication cycle
Example: The sender says, “Your transcript is wrong”. The receiver sees this message subjectively, as an insult, so he says defensively, “You always criticize my work.” But if the message is received substantively, the receiver will say, Okay, I will improve it.” Importance of Communication
Communication is the lifeblood of an organization. Management acquires information for decision making and control through communication. Managers spend as much as 95% of their time in interpersonal communication. Effective interpersonal communication helps satisfy the psychological needs, motives or feelings of individuals within the organization. Good interpersonal communication requires empathy (putting oneself in another’s shoes to understand the other’s point of view) and concern for others. Lack of positive interpersonal communication skills will hinder the efficient and effective accomplishment of the goals of the organization.
Effective communication is more than simply speaking and writing well. It means choosing the words carefully and knowing when to talk and when it is better to remain silent.
The Flow of Communication Process
In the office, messages can flow upward, downward, or laterally within the organization. They may be exchanged between individuals, between and among groups, or between an individual and a group/s. Communication networks or channels are developed and facilitate the flow of messages. In the organizational structure, communication may flow from the Board of Directors down to the support staff. Usually, however, communication flows upward from the support staff, through middle management to top management, and not directly to the top.
Besides formal communication networks, every organization develops an informal communication channel known as the grapevine. It may be positive when the real and true feelings and attitudes of a group are communicated, which for one reason or another was
be the task of the executive assistant. Grapevine information reduced to gossip and hearsay has little value in an organization.
Barriers in the Communication Process
Communication breakdown can be caused by physical and environmental conditions –noisy room, hot weather, weak voice, uncomfortable chairs, large room, etc. For the most part, barriers are psychological in nature. Each person interprets messages from a frame of reference or perspective learned from his or her total life experiences. Different interpretations can be given in the message because the sender and the receiver operate from different frames of reference. Words mean different things to different people. Emotions can get in the way of effective communication.
The sender’s intentions are private and exist only in his or her mind. These intentions are not always made clear, especially if they concern feelings of liking or disliking –hence miscommunication takes place. Oftentimes, you are so busy with what you are doing that when someone approaches you to talk to you, you are not able to detach yourself from the task to listen effectively. When this happens, not only do you fail to receive the messages the sender intends, but you also may communicate a feeling of not caring. This causes the sender to have negative feelings and make future communication even more difficult.
Emotional involvement can also cause miscommunication. Consequently, you may miss entirely the meaning of the other person’s message in your haste to get your point across. A distortion of the communication occurs when you tend to cover up your inadequacies to ensure positive reaction from your superior rather than communicate your real concern. Lack of trust also causes a decrease in the amount of information shared and increase in suspiciousness regarding the validity of information.
Although you have experienced all these barriers at one time or another, there are things you can do to overcome these barriers. Active listening on the part of the receiver is very important in overcoming these barriers.
Verbal Communication
Communicating with words, is one method of exchanging ideas, information, thoughts, and feelings. A good vocabulary is an asset to the office worker who must communicate verbally. He or she must use a vocabulary that the receiver will understand. The level of difficulty of the language used by the sender of a message must be geared to the language level of the receiver. The use of slang, incorrect grammar, or profanity detracts from the professional image of the office worker. Technical vocabulary should only be used with those who understand the same technical vocabulary.
Words spoken, whether they be formal or informal communication, should be sincere, and the voice friendly. Voice quality is important. Speaking can be made effective in several ways:
a. Vary the pitch of your voice. Speaking in a monotone, usually the result of habit, bores the listener.
b. Pace the speed of your speech. Hard-to-understand messages should be delivered slowly, but do not speak too slowly or it gets boring. Speaking too fast may cause the listener to miss the message.
c. Eliminate such expression as “okay”, “you know”, “uh,uh”, or in Filipino, “bali”
d. Speak loudly enough to be heard by the person you are speaking to, but not too loud to distract others who are not concerned.
e. Correct serious speech defects by seeking professional speech therapy. f. Analyze your pitch, tone, pace, and speed by using a tape recorder.
g. Improve grammar and other language-skills by enrolling in an English Grammar or Business English Course.
Listening
Listening is not the same as hearing. People usually hear the entire message, but too often its meaning is lost or distorted. Listening is an intellectual and emotional process in which one integrates physical, emotional, inputs in search of meaning. In order to be good listeners, we should be objective. Active listening requires a conscious attempt to understand the speaker without letting personal opinions influence the content of the speaker’s message. We should concentrate on what the speaker wants to communicate and not what we want to hear.
The normal listener is likely to understand only 50% of a conversation. This drops to 25% after 48 hours. This means that recall from memory of a particular conversation which took place more than a couple of days before will always be incomplete and usually inaccurate.
Listening to employees is one of the most valuable and effective tools for helping employees feel understood and accepted. It helps to accurately determine the employee’s problems and goals and to understand how the employees really feel about them.
Poor Listening Habits
Below are some poor listening habits. Study them and begin a program of improvement in the art of listening.
a. Doing all the talking –do not monopolize the conversation by doing all the talking. Do not tell people what their problems are and how to solve them.
b. Interrupting –saying “I know what you mean” before the other person finishes speaking is another listening problem.
c. Avoiding eye contact –although people listen with their ears, they judge whether the receiver is listening by looking at his her eyes.
d. Showing boredom –do not play with a pencil, fix your hair, doodle, shuffle papers, wipe your glasses, or play with some objects while the other person is speaking. Acting rushed or looking at your watch are also signs of boredom.
e. Allowing telephone interruptions –do not make incoming or outgoing telephone calls while someone is speaking. It makes the other person feel unimportant.
f. Being easily distracted –looking out at the window to see if anything is more interesting or being distracted by external noise, passersby, or overhearing another conversation.
Active Listening
The active listener is skilled at sensing, attending, and responding. Sensing is the ability to recognize the silent messages (vocal intonation, body language, facial expressions.) that the speaker is sending, Attending refers to the verbal, vocal, and visual messages that the active listener sends to the speaker (eye contact, body language, head nods and facial expressions). Responding refers to the active listener’s giving feedback on the accuracy of the message and feelings, keeping the speaker talking, gathering more information, making the speaker feel understood, and getting the speaker to better understand the problems being discussed. Active listening takes great concentration and attention.
Body Language
People communicate not only with words but also with their movements. The messages people give with their facial expressions, gestures, and posture are called body language, or nonverbal communication. Paying attention to a speaker’s body language when you listen can improve your understanding of what the speaker is telling you. When you are talking, you listener’s body language may help you to judge how they feel about what you are saying.
Reading
Your reading skills will be valuable to your work. There will be many occasions when you must read information quickly in order to respond to an inquiry or to determine what you should do. Reading is the process of translating printed information into useful mental impressions. What you have read becomes part of your memory and is available to you as you think and act.
An adequate reading skill means that you:
a. read naturally – concentrate on the meaning of what you are reading, not on the process of moving your eyes from word to word.
b. Read with understanding and reasonable speed –you need to understand in order to use the information, ex. Instruction on how to operate the fax
machine. You need to read within a reasonable amount of time. A speed reading course is recommended.
c. Read with few pauses because of unfamiliar words –a good command of an extensive vocabulary is helpful
To improve your reading skill, you must:
a. read newspapers and magazines pertaining to your business
b. Maintain files and scrapbooks of newspaper and magazine clippings pertaining to your company’s business.
c. Set aside a particular time each day to read job-related material.
d. Interpret and condense large quantities of information going thru your desk. Writing
As an office worker, you will be helping to create many kinds of documents, including letters, memos, reports. Good writing can make you more productive and increase your opportunities for advancement. Some qualities of business writing are: a. Completeness
Your message must contain all the information the reader needs in order to understand it and to respond to it.
b. Clearness
Use plain, familiar words. Do not use long words when you can use short ones. The reader has to understand the words you use.
c. Correctness
Observe the rules of grammar, spelling, and punctuation. A document with misspelled words and other mistakes can give the impression that you and your company are careless
d. Conciseness
Go straight to the point. State what you want to communicate in as few words as possible.
e. Courteousness
Say “please”, “I appreciate”, and “thank you” somewhere in your message. Use the pronoun “you” to emphasize the reader’s point of view. Example, “You are invited” instead of “I am inviting you”.
f. Consideration
Put yourself in the other person’s shoes. Imagine yourself reading what you have written. Will it give a positive response?
g. Action
Use the active voice as against the passive voice. Ex. “The computer ordered by you will be sent…” The better way: “We will ship your computer by November 15”
h. Organization
Present your information in an order that the reader can follow easily. Prepare an outline before writing so that all points will be covered.
End of Chapter Questions
1. What is the communication process? What are its segments and factors? Give examples.
2. Explain the importance of feedback and give examples in various situation –home, school, among friends, etc.
3. What is meant by substantive and subjective meanings in communication? Give examples.
4. Explain the importance of communication at home, at school, in your dealings with your friends?
5. Explain the flow of communication.
6. Enumerate and give examples of barriers to communication.
7. Give examples of verbal communication. How will you improve you verbal communication skills?
8. How will you improve your listening habits? 9. Enumerate ways you can have better reading skills. 10. Enumerate pointers for better writing skills.
Lesson 5:
Lesson 5:
Lesson 5:
Lesson 5: Working Efficiently and Effectively
Working Efficiently and Effectively
Working Efficiently and Effectively
Working Efficiently and Effectively
Objectives:
1. Define effective and efficient work habits.
2. Define ergonomics and explain its role in the office. 3. Define workstation and how to arrange your desk. 4. Define time management and explains its importance. 5. Explain the purpose and use of a time-use log.
6. Explain the concept of productivity and planning. 7. Explain the use of “to-do” list.
Definition:
Efficient
- means utilizing the best way of accomplishing a task.
Effective
- means making the best use of time in accomplishing a task. Time and motion studies were done on offices in the 60s to find the most effective and efficient ways of doing work.
- These studies resulted in ergonomics or the study of all office equipment and environmental factors that contribute to worker productivity and job satisfaction
Organizing your Desk.
An unorganized work area may appear humorous, but it is one of the greatest time wasters in the office and causes low productivity. The office desk gives an employer a quick impression of how the employee approaches his or her work. If it is cluttered, the employer will conclude that the employee is unorganized and unable to complete assignments.
arranged so that the materials and supplies can be organized for ease of location. Many offices today are using modular furniture which is designed for flexibility. Below is a typical executive/assistants desk. It is usually L-shaped. The top of the desk should have the following items.
1. Calendar – day to day calendar; office assignment calendar.
2. A three tier metal tray for incoming mail, outgoing mail, and “for file”
3. Reference manuals such as dictionary, thesaurus, and office procedure manuals.
4. A telephone directory or rolodex of frequently used telephone numbers. 5. A telephone
6. Disk file or diskettes
Figure 5.2 Workstation Environment
1. Adequate Lighting
2. Adequate contrast - no glare or distracting reflections 3. Distracting noise decreased to a minimum
4. Leg room and clearances to allow postural changes 5. Window covering
6. Appropriate software
7. Screen: stable image, adjustable, readable, glare/reflection free 8. Keyboard: usable, adjustable, detachable, legible
9. Work surface: allow flexible arrangements, spacious, glare free 10. Work chair: Adjustable
11. Footrest
In the center drawe should be supplies like paper clips, pens and pencils, stapler, scissors, etc. Letterheads, envelopes, folders, carbon paper, onionskin, and other stationery items are kept in the top right hand or left hand drawer. Work in progress is kept in the second drawer. This work should be divided into three piles: (a) Rush – (a-priority) work to be completed as soon as possible (b) Regular – (B priority) work to be completed after the rush items are done, and (c) (C-priority) work to be complted later. In the topic on time management, you will learn how to categorize these priorities.
The bottom drawer is for personal items –extra references like your typing book, umbrella, handbag, extra things for emergencies –first aid or earthquake supplies.
Time Management
Books and more reading materials have been written on time management. The proper management of time can be the most efficient way to accomplish office tasks. It can be defined as the process of planning your activities to gain better control over your time. How many times have we heard the statement, “But I don’t have time!” or “Where did time fly?”. If only there were 36 hours a day; but we only have 24 hours, right?
