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Chapter 1:Understanding the Changing and Challenging Office Part I (pg. 3-13)
Transcript of Chapter 1:Understanding the Changing and Challenging Office Part I (pg. 3-13)
Under-desk keyboard drawers or arms,
mice and mouse pads
Adjustable height keyboards
Understanding the Changing and Challenging Office
Describe the purpose of a company mission statement.
Explain the purpose of a company code of ethics.
Define and explain the classifications of authority.
Explain the importance of developing a good working relationship with your manager.
Explain the role of the office professional.
Identify common office support functions.
Define the elements of appropriate ergonomic design in the workplace.
You and Your Manager
Position computer, monitor, keyboard, and mouse to avoid stress or strain on body.
Placement is crucial to your good health.
Minor problems can become major problems long-term.
Computer screens glare or copy holders can create additional problems.
Carpal Tunnel Syndrome:
Wrist ailment typically caused by incorrect alignment of hand and wrist.
Recommend use of wrist pad on mouse and keyboard.
Know Your Company
Ethics in Business
Current Office Trends
Office Support Functions
Job Prospects for the Future
Ergonomics and the Environmental Office
Leaves impression of knowledge and good source of reliable information.
Annual Reports, files, company intranet system.
Your experiences and inquiries.
You represent the company's image.
Show interest in learning about the business to enhance your advancement within.
Is my company a national or international company?
Where are its various plants or office located?
Who are the top executives?
What products does my company sell or manufacture or what services does it provide?
Who are my company's competitors?
How does my company rank in its industry?
Is my company publicly or privately owned?
Things You Should Know
Presents goals, strategic unit, and business direction for a company.
Assures that everyone in the company is working toward same goals.
Common elements in mission statements:
Public image; quality; commitment to survival, growth, and profitability; identity of customers, markets, and services; statement of company philosophy; and traits that set company apart
Each company is different!
A person's motivation based on
his/her ideas of right and wrong
Questions you ask yourself:
Is the action legal?
How would you feel if you were in their shoes?
What other solution might you choose?
Would it help to talk to someone else about the issue?
How would you feel if your family, friends, employer, or coworkers learned of your action?
1. Office professional is no longer a subordinate who takes orders and follows direction from the manager. More responsibilities and authority.
2. Level of skill/responsibility has changed.
3. Working hours have become flexible. No more 9 to 5.
4. Companies are more employee friendly by providing wellness programs and quality management programs that require input/recommendations from staff.
Must bring recommendations/solutions, not just the problem.
5. Opportunity to become entrepreneurial. Must constantly be ready for change and numerous jobs, including upgrading technical expertise.
6. Removal of routine tasks by technology. Office professionals now have higher level of responsibility.
7. Cultural awareness and sensitivity is an expectation!
Electronic communication has opened the international market to office professionals.
International travel is an expectation for executives.
Face-to-face meetings and hosting international guests has become the norm.
8. Companies are embracing environmentally friendlier built buildings, supplies, and services. GO GREEN!
Code of Ethics
(aka "code of business conduct")
set of rules governing behavior of all
members in organization
Important to know the classifications of authority used by management within organization.
Organizational structures are centered on the flow of information and communication needs for decision making.
Chain of command (direction authority flows; aka line authority)
Two Most Common Types
Classifications of Authority
Levels of Management
Distinction among managers in terms of authority and responsibility
Three common divisions:
Top Level - President, CEO and Vice-Presidents
Middle (intermediate) Level - Division Heads, Regional Heads, etc.
Supervisory (operating) Level - Department Heads or Functional Managers
Line Organizational Structure
Line-and Staff Organizational Structure
Oldest and simplest structure
Authority flows vertically down
Line Authority - supervisors supervise employees immediately below them
Middle Managers in charge of specif duties, delegate authority to lower level managers
Supervisory level managers responsible in given orders, hire, terminate, and take disciplinary action
Structure is easily understood.
Employees have direct accountability to their superiors.
Each worker has a clear-cut place.
Each supervisor has large areas of responsibility.
Organization is more structured and less flexible.
The flow of communication and information is restricted.
Ability to transfer employees to where they are most needed is limited.
Contains both line and staff positions.
Line Position - directly involved in day-to-day operations (supervisors, department heads, vice-presidents, etc.)
Staff Position - do not produce the product or service, but contribute to overall company's mission.
Knowledge specialists provide advice (legal advisor)
Indirectly support line functions thru advice and knowledge to other individuals in chain of command, but do not make decisions
Line personnel have freedom from performing specialized tasks.
Staff has flexibility to pursue unique projects.
Expertise is available to line personnel.
Line employees do not have a clear understanding of the staff manager's duties.
Problems arise if staff managers with line duties contradict the line manager.
Project teams that bring together employees with the talents needed to work on a specified project.
Employees are encouraged to communicate with different levels of management.
Asked for input about areas of responsibility and are brought together to discuss issues/solutions.
Each employee reports to someone on the formal structure, but while on a project team they have equal authority no matter the position held.
You should accept your opportunity to participate in a project team and make valuable contributions.
Graphic illustration of the formal organizational structure
Bold lines represent line authority
Dotted lines or thin lines indicate staff authority.
Important to maintain a good relationship to be recommended for promotion, obtain raises, and/or be given key assignments.
Must receive good performance evaluations.
Each time you are assigned a new manager, learn their priorities, preferences, and work habits.
Adjust your schedule to your manager.
Admire and respect your manager, do what you can to build their morale.
Refrain from expressing your manager's opinions. Keep it confidential!
Refrain from giving your personal interpretation of company policy.
Do not give away secrets inadvertently to friends, coworkers, or competitors.
What is the purpose of a mission Statement?
What is the purpose of a code of ethics?
Identify three levels of management.
What is the difference between line and line-and-staff organization?
List qualities you expect from an ideal supervisor.
Stop 'n Check
Titles for office support are ever changing.
Office assistant, clerical assistant, secretary, senior secretary, administrative secretary.
Most common titles:
Administrative assistant, executive assistant, office manager, supervisor, and secretary.
Coordinator, administrator, specialist, associate or specialized titles based on functions.
Human resources, legal, accounting, medical, etc.
New titles will continue to change in the future
Manager will continue to be common title
Job Titles with the following words mean:
Administrative - denotes higher authority
Assistant - employee who performs all basic office functions
Executive Assistant - Office professional who works for one or more managers
Receptionist - supports management at all levels and usually greets public and answers the phone
Need to understand your role so that you may contribute to company's mission.
Be prepared to answer questions, such as:
What is the possibility of working from home?
What is the long-range prospect for my position in the future?
What are the functions I will be required to do?
What will tomorrow's office be like?
Require Minimal Original Thinking
coordinating direct mailings, and
Require Judgment and advanced office skills
creating high level document preparation
proficiency using various software applications
spreadsheets, databases, project mgmt, presentations
Maintain multiple schedules and calendars
Handling messages and correspondence (voice mail, e-mail, postal mail)
Maintain computer files, directories, and databases
Require critical and creative thinking and decision-making skills
Create and analyze reports
Plan meetings and special events
Work closely with vendors and suppliers
Make decisions regarding equipment purchases
Require judgment, analytical (decision-making) skills, and people skills
Coordinating a team project
Quickly establishing rapport with team members
Identify and respond to preferred work sytles and personality traits
Require planning (analytical), organizing (analytical), measuring (analytical),
Use Internet/intranet and communications for research
Conduct interviewsand Orientation
Supervise and motivate staff
Budgeting, Staffing, Evaluating Personnel, and Problem-Solving
Five Function Categories:
Let new office professionals see the big picture by discussing company's mission and purpose.
Take a skills inventory of all new employees for placement in productive positions.
Connect new employees to a work team that depends on their skills.
Acquaint new office professionals with their new surroundings and new coworkers.
Assign each professional a volunteer mentor for support/questions and encouragement.
Make new office professionals feel welcome as valued members of staff.
Opportunity to work from home or other locations connected to the office via computer
Same work done in office is done at home.
Commonly asked question by "telecommuters"
How will my manager or supervisor know I am working if he or she cannot see me working at my desk?
Answer: Workload is measured by the amount of work submitted on time or ahead of time.
Before becoming a telecommuter, consider the following:
Am I expected to work specified hours? This time should be defined.
Who will provide the equipment needed for my home office.
Who will pay for the supplies used? The phone?
How often will I be required to contact the office?
How will work be submitted? How often? When?
1. Be efficient - organize work, manage time, maintain desired attitudes, and set priorities.
2. Know how to use current application software.
3. Know procedures for preparing and processing written communications - composing letters, processing incoming and outgoing mail, and preparing reports.
4. Understand concepts of equipment-oriented procedures
using electronic calendar, voice mail, online databases
5. Know procedures and guideline for dealing with people (customer service)
face-to-face meetings in the office, in meetings, over the telephone
making appointments and travel arrangements
6. Use office electronics - computers, copiers, scanners, fax machines for effective performance.
7. Used published resources, databases, and Internet for research.
8. Understand filing and records control - filing procedures
9. Understand how banking services are related to office procedures.
10. Know the importance of a job campaign and ways to launch a successful one.
11. Recognize career opportunities and job mobility in the office.
12. Reinvent your skills to be ready to meeting company's changing needs.
Job Outlook looks very positive.
More than 362,000 administrative assistants/secretarial positions will be added before 2016.
Represents growth of 4.5%
The future includes:
Mobile offices allowing employees to work from anywhere will become more common.
Internet research, desktop publishing, computer training, and Web site maintenance will play a larger role in these positions.
Web-based conferencing services will continue to provide real-time access to meeting, thus reducing travel.
Telecommuting will increase.
The science of fitting the workplace to meet the physical and psychological needs of the employee.
Things to consider that affect the worker:
A well-designed office allows each employee to work comfortably without needing to overreach, sit or stand too long, or use awkward positions.
Color should be taken into consideration.
Color can affect health and productivity.
Colors affect mood, efficiency, and perception of time, temperature, and noise.
Cool tones are best for tasks requiring high levels of concentration
Large areas of yellow, bright green, bright red, or dark brown can have negative effects on workers.
Concerned with managing resources so these resources do not negatively affect the environment.
More companies are becoming "environmentally friendly":
Participate in recycling
Give support to your lower lumbar region of your back to avoid fatigue and stress on the spine.
Use wrist pads to reduce risk of Carpel Tunnel Syndrome.
Tilt seat forward to decrease muscle strain and back pressure and improve circulation.
Use a copyholder to minimize head and eye movement and avoid neck strain.
Elevate your feet to take the strain off the legs and back.
Tilt the monitor so you are looking down into the monitor rather than up.
Place your laptop on a desk and consider getting a separate monitor and keyboard.
If you fly a lot, use the seat tray table in front of you. Keep wrists straight and elbows at 90 degree angle.
Apply desktop computer rules when using a laptop.
To avoid end-of-workday aches, pain, or fatigue, stand up and stretch every twenty minutes for twenty seconds.
Many products are made outside of the U.S.
NAFTA (North American Free Trade Agreement)
Allows companies to move some of its offices or plants to Mexico or Canada
Goods flow freely across U.S. borders
Offers the opportunity to work abroad.
Working abroad is not for everyone.
Careful thought and planning should go into making this decision.
Some things to consider:
Am I fluent in more than one language?
Do I really like to travel and consider it exciting?
Do I understand and embrace diversity in other cultures?
Have I researched and visited international centers where I live?
Do I have or have I begun a resume for working overseas?
Do I know how to research countries, work eligibility requirements, customs, regulations, and foreign companies over the internet or at the library?
Have I previously worked on international projects through volunteer work or my college course work?
12 Tips to be Successful in the Office
Many company's do the following on Day 1 to ensure a good start with new office professionals
Are you up for the challenge?
Modular furniture - separate components that can be fitted together in various arrangements to meet the user's needs.
Most important piece of furniture is the CHAIR.
Poorly designed chairs can lead to poor circulation and stress on spine, back and neck
Desktop Supplies and Equipment