Professional office procedures

✍ Scribed by Cooperman, Susan H

• Publisher: Pearson/Prentice Hall
• Year: 2008;2009
• Tongue: English
• Leaves: 484
• Edition: 5th ed
• Category: Library

✦ Synopsis

KEY BENEFIT: The purpose of the book is to train people to think, to work under stressful and difficult situations, and to perform office duties in a professional manner. KEY TOPICS: This book covers document preparation, communications, processing the mail, computers in the office, management of records, meetings and conferences, travel, terminology of business and E-commerce, seeking employment and continuing to grow in your profession. MARKET: For office managers and professionals, new employees, professionals in transition, and professionals returning to the workforce.

✦ Table of Contents

Cover......Page 1
Contents......Page 8
Preface......Page 23
Technology in the Office......Page 30
Customer or Client Service Skills......Page 31
Titles and Responsibilities......Page 33
Importance of Self-Esteem......Page 34
Analytical and Communications Skills......Page 35
Essential Workplace Behavior Traits......Page 36
Personal Traits to Avoid......Page 37
THE JOB DESCRIPTION......Page 38
Making Appointments......Page 39
Using a Tickler System......Page 41
Managing Visitors......Page 42
Desk Manuals; Policy and Procedures Manuals......Page 43
CHAPTER REVIEW......Page 44
PROJECTS......Page 45
SITUATIONS......Page 46
PUNCTUATION REVIEW......Page 47
CD ASSIGNMENT......Page 48
LISTENING SKILLS......Page 49
Organize Your Desk......Page 50
Peak Time......Page 51
Avoid Wasting Valuable Office Time......Page 52
Team Players......Page 53
Team Leaders and Leadership Skills......Page 55
Job Sharing......Page 56
Telecommuting......Page 57
ACTIVITIES......Page 59
PROJECTS......Page 60
SITUATIONS......Page 61
CD ASSIGNMENTS......Page 62
THE BASICS......Page 63
Clarity......Page 64
Interesting Language......Page 65
Plain English......Page 66
LETTERS......Page 67
Letterhead......Page 68
Letter and Punctuation Styles......Page 69
Parts of a Letter......Page 70
INTEROFFICE MEMORANDA......Page 75
Writing a Report......Page 76
Reference Materials......Page 79
Keyboarding Reports......Page 80
NEWS RELEASE......Page 81
NEWSLETTERS......Page 82
EMAIL......Page 83
Email Guidelines......Page 84
Text Messaging......Page 86
WRITING ASSIGNMENTS......Page 87
PROJECTS......Page 88
HUMAN RELATIONS SKILL DEVELOPMENT......Page 89
PUNCTUATION REVIEW......Page 90
CD ASSIGNMENTS......Page 91
BACKGROUND......Page 92
Answering the Telephone......Page 93
Taking Messages......Page 95
Personal Telephone Directory......Page 97
Placing Telephone Calls......Page 98
Calling Long Distance......Page 99
Time Zones......Page 100
Calling International Long Distance......Page 102
USING VOICE MAIL......Page 103
Listening to Your Voice Mail......Page 104
Specialized Telephone Services......Page 105
Voice over Internet Protocol (VoIP) Telephones......Page 106
Cell Phones......Page 107
Satellite Phones......Page 108
Paging Equipment......Page 109
Audio Conferencing......Page 110
Video Teleconferencing......Page 111
SPEAKING BEFORE A GROUP......Page 112
Visual Aids for a Presentation......Page 116
ACTIVITIES......Page 117
HUMAN RELATIONS SKILL DEVELOPMENT......Page 118
PUNCTUATION REVIEW......Page 119
CD ASSIGNMENTS......Page 120
Mail Delivery......Page 121
Sorting and Distributing the Mail......Page 122
Coding the Mail......Page 123
Sending Faxes......Page 125
Sorting Incoming Faxes......Page 127
INTERNAL DISTRIBUTION OF MAIL AND FAXES......Page 128
PREPARING FIRST-CLASS MAIL TO LEAVE THE OFFICE......Page 129
Addressing Envelopes......Page 130
Two-Letter State Abbreviations......Page 131
Canadian and International Postal Codes......Page 132
USPS Special Services......Page 133
Government Mail (Penalty Male/Franked Mail)......Page 135
NEXT-DAY MAIL AND PACKAGE DELIVERY SERVICES......Page 137
Courier and Air Courier Services......Page 139
POSTAL MACHINES......Page 140
ACTIVITIES......Page 141
PROJECTS......Page 142
HUMAN RELATIONS SKILL DEVELOPMENT......Page 143
PUNCTUATION REVIEW......Page 144
CD ASSIGNMENTS......Page 145
HARDWARE......Page 146
Mass Storage Devices......Page 147
Internet Connections......Page 150
Scanners......Page 151
Digital Cameras......Page 152
Notebook Computers......Page 153
Handheld and Portable Electronic Devices......Page 154
Computer Programs for the Office......Page 155
Word Processing......Page 156
Database Management......Page 157
Clip Art and Drawing Software......Page 159
Antivirus Programs......Page 160
ACTIVITIES......Page 161
HUMAN RELATIONS SKILL DEVELOPMENT......Page 162
PUNCTUATION REVIEW......Page 163
CD ASSIGNMENTS......Page 164
WHY FILE?......Page 165
FILE CABINETS......Page 166
STORAGE OF DOCUMENT IMAGES......Page 167
Microfilm......Page 168
File Folders......Page 169
Organizing the Filing System......Page 170
FILING SYSTEMS......Page 171
Subject Filing......Page 172
Numerical Filing......Page 173
Alphabetical Filing......Page 174
Rule 1: Simple Personal Names......Page 175
Rule 2: File Nothing Before Something......Page 176
Rule 4: Seniority Titles......Page 177
Rule 7: Possessives......Page 178
Rule 9: Married Woman's Name......Page 180
Rule 11: Directions......Page 181
Rule 13: Prefixes......Page 182
Rule 14: Numbers......Page 183
Rule 16: Radio and Television Stations......Page 184
Rule 17: School Names......Page 185
Rule 19: Organizations......Page 186
Rule 22: Political Subdivisions......Page 187
FILING HINTS......Page 188
PROJECTS......Page 190
HUMAN RELATIONS SKILL DEVELOPMENT......Page 192
CD ASSIGNMENTS......Page 193
THE MEETING......Page 194
Agenda......Page 196
The Informal Office Meeting......Page 197
Meetings in Conference Rooms......Page 198
Arranging for Food......Page 199
TIPS FOR A SUCCESSFUL MEETING......Page 200
PLANNING A LARGE MEETING......Page 201
The Meeting Plan......Page 202
Where to Hold the Meeting......Page 204
Food Service......Page 205
Contracts for Meeting Rooms......Page 207
Identification Badges (Name Tags and Name Badges)......Page 208
Adding Special Interest to the Meeting......Page 209
Meeting Conclusion......Page 210
Minutes of Meetings......Page 211
Audio and Video Conferencing......Page 212
ACTIVITIES......Page 213
PROJECTS......Page 214
HUMAN RELATIONS SKILL DEVELOPMENT......Page 215
CD ASSIGNMENTS......Page 216
FUNDAMENTALS OF BUSINESS TRAVEL......Page 217
The Internet......Page 218
Travel Agencies......Page 220
Toll-Free Telephone Numbers......Page 221
Computerized Maps......Page 222
Making Reservations......Page 223
Choices of Airline Services......Page 224
Airline Fight Guides......Page 225
Luggage......Page 226
Airport Security......Page 228
Upon Arrival......Page 229
Travel Safety and Security Precautions......Page 230
Selecting a Hotel or Motel......Page 231
Reservations......Page 233
Auto Rental......Page 234
RESPONDING TO THE TECHNOLOGICAL DEMANDS OF BUSINESS......Page 237
Expense Accounts......Page 238
Money for the Trip......Page 239
PASSPORTS AND VISAS......Page 241
ACTIVITIES......Page 245
PROJECTS......Page 246
HUMAN RELATIONS SKILL DEVELOPMENT......Page 247
PUNCTUATION REVIEW......Page 248
CD ASSIGNMENTS......Page 249
The Globalization of Business......Page 250
ECommerce/EBusiness and the Internet......Page 252
SOURCES OF BUSINESS INFORMATION......Page 254
Market Systems......Page 255
Corporation......Page 257
BONDS AND TREASURY SECURITIES......Page 258
HOW TO READ A STOCK LISTING......Page 259
Income Statement and Balance Sheet......Page 260
Budgets......Page 261
TAX FORMS......Page 263
CHAPTER REVIEW......Page 264
PROJECTS......Page 265
SITUATIONS......Page 266
CD ASSIGNMENTS......Page 267
Dealing with Your Landlord......Page 269
Building Security......Page 270
Fire Safety......Page 272
Workplace Violence......Page 273
Monitoring Employees......Page 274
Heat and Air Conditioning......Page 275
Safety......Page 276
Computer Safety......Page 277
Ergonomic Furniture......Page 279
Equipment Repairs......Page 280
Photocopiers......Page 281
Copying and Shipping Centers......Page 283
Recycling......Page 284
Typical Office Supplies......Page 286
Inventory......Page 287
Purchase Order......Page 288
Banking......Page 289
Electronic Funds Transfer......Page 290
ACTIVITIES......Page 291
PROJECTS......Page 292
GRAMMAR REVIEW......Page 293
CD ASSIGNMENTS......Page 294
GETTING STARTED......Page 295
The First Step......Page 296
Job Satisfaction......Page 297
College Placement Offices, Career Centers, and Job Counseling Centers......Page 298
Temporary Employment Agencies......Page 299
Job Searches Through the Internet......Page 300
LETTER OF APPLICATION......Page 302
REFERENCES......Page 304
Formatting the Résumé......Page 305
What to Include in Your Résumé......Page 306
THE INTERVIEW......Page 314
PROJECTS......Page 315
HUMAN RELATIONS SKILL DEVELOPMENT......Page 316
CD ASSIGNMENTS......Page 317
Making an Appointment......Page 318
The Telephone Interview......Page 319
Your Personal Appearance......Page 320
THE INTERVIEW......Page 322
Questions That May Be Asked During an Interview......Page 324
Questions an Applicant Might Ask......Page 326
Interview Review......Page 327
Thank-You Letter......Page 328
Call Back......Page 329
Disappointment......Page 330
Medical Benefits......Page 331
Retirement Plans......Page 332
Cafeteria Benefits......Page 333
PROJECTS......Page 334
SITUATIONS......Page 335
PUNCTUATION REVIEW......Page 336
CD ASSIGNMENTS......Page 337
CHANGES IN YOUR COMPANY......Page 338
GROWING IN YOUR PROFESSION......Page 339
Demonstrate Your Excellence......Page 340
Certification of Competency......Page 341
Asking for a Raise......Page 342
Is It Time to Change Employers?......Page 343
The Trailing Spouse......Page 344
Letter of Resignation......Page 345
The Employer's Perspective of Employee Turnover......Page 346
Retirement......Page 347
Professional Organizations......Page 348
Starting on the Right Foot with a New Supervisor......Page 349
A Manager's Duties......Page 350
Motivation Incentives......Page 353
Evaluation......Page 355
Conflict Resolution......Page 357
Mission Statement......Page 358
PROJECTS......Page 359
HUMAN RELATIONS SKILL DEVELOPMENT......Page 360
PUNCTUATION REVIEW......Page 361
CD ASSIGNMENTS......Page 362
DIVERSITY......Page 363
RESPONDING TO DIVERSITY......Page 364
DIFFERING CULTURAL ATTITUDES......Page 365
BACKGROUND IMPACT ON BEHAVIOR......Page 366
WORKING WITH PEOPLE WITH DISABILITIES......Page 368
GENERATIONS IN THE WORKPLACE: AGE-RELATED WORK VIEWS......Page 371
The Younger Worker......Page 372
The Older Employee......Page 373
FUNCTIONING AND TRAVELING IN THE GLOBAL SOCIETY......Page 374
Race on Color Discrimination......Page 376
Age Discrimination......Page 377
CHAPTER REVIEW......Page 378
HUMAN RELATIONS SKILL DEVELOPMENT......Page 379
PUNCTUATION REVIEW......Page 380
CD ASSIGNMENTS......Page 381
CAUSES OF STRESS......Page 382
SYMPTOMS OF STRESS......Page 383
PERSONAL STRESS EVALUATION QUESTIONS......Page 384
MANAGING STRESS......Page 385
Sample Stressful Situations......Page 387
PROJECTS......Page 389
HUMAN RELATIONS SKILL DEVELOPMENT......Page 390
PUNCTUATION REVIEW......Page 391
CD ASSIGNMENT......Page 392
THE IMPORTANCE OF BUSINESS ETIQUETTE......Page 393
Introducing Two People to Each Other......Page 395
Conversations......Page 396
PROPER DRESS......Page 397
BUSINESS LUNCHES AND DINNERS......Page 398
Table Manners......Page 399
Arriving and Leaving......Page 401
INTERNATIONAL ETIQUETTE......Page 402
WRITTEN SOCIAL-BUSINESS LETTERS......Page 403
CONCLUSION......Page 404
PROJECTS......Page 405
HUMAN RELATIONS SKILL DEVELOPMENT......Page 406
PUNCTUATION REVIEW......Page 407
CD ASSIGNMENTS......Page 408
PERSONAL HINTS......Page 409
Pick Yourself Up......Page 410
Mentor......Page 411
Office Attire......Page 412
Humor in the Workplace......Page 413
Employee Notification......Page 414
Check the Desk......Page 415
Remembering People......Page 416
Smoking in the Office......Page 417
Work Area......Page 418
Pinch Hit......Page 419
Turn a Negative into a Positive—Do Not Demand......Page 420
Efficiency......Page 421
Business Cards......Page 422
The New Job......Page 424
Communicate Efficiently......Page 425
Sharing Ideas......Page 426
Death in the Family......Page 427
Answering a Question......Page 428
Responding to a Nasty Memo......Page 429
MAP READING......Page 430
ACTIVITIES......Page 431
HUMAN RELATIONS SKILL DEVELOPMENT......Page 432
PUNCTUATION REVIEW......Page 433
CD ASSIGNMENT......Page 434
Software Applications Review......Page 436
Appendix: Review of Grammar, Punctuation, and Word Usage......Page 462
E......Page 482
S......Page 483
Z......Page 484