Table of Contents. Part 1 The Office in the Business World... 1

Transcription

1 Table of Contents Part 1 The Office in the Business World CHAPTER 1 The Office in a Changing Business World Topic 1-1 The Office Today Offices Are Information Driven Office Functions Are Varied Technology in Modern Offices Virtual Office Home Office Mobile Office Reviewing the Topic Making Decisions Reinforcing English Skills Topic 1-1 Activity 1 Getting Acquainted with Local Offices Topic 1-1 Activity 2 Qualifying as a Home Office Topic 1-2 The Office in Relation to the Total Organization Understanding Organizations Types of Organizations Businesses, Not-for-Profit Entities, and Governmental Units Goals of Organizations Make Profits or Provide Services Structure of Organizations Board of Directors Management Department Employees Focus On Employee Empowerment Reviewing the Topic Interacting with Others Reinforcing Math Skills Topic 1-2 Activity 1 Organization Chart Topic 1-2 Activity 2 Income Statement Chapter Review Chapter 1 Activity 1 Organizations in Your Community Chapter 1 Activity 2 Balance Sheet CHAPTER 2 Office Competencies Topic 2-1 Office Competencies Needed for Employment National Overview of Employment Employment Outlook for Office Workers Overview of Office Competencies Word Processing Data Processing Information Management and Transmission General Managing and Communicating Reviewing the Topic Making Decisions Reinforcing English Skills Topic 2-1 Activity 1 Jobs in Your Community Topic 2-1 Activity 2 Study an Occupational Field Topic 2-2 Developing Office Competencies Company Goals and Expectations for Employees Total Quality Management Continuous Improvement Customer Satisfaction Ethical Standards Teamwork and Diversity Global Marketplace Productivity and Cooperativeness Independence in Learning iii

2 Focus On Teamwork Reviewing the Topic Interacting with Others Reinforcing Math Skills Topic 2-2 Activity 1 Checklist for Evaluating Team Projects Topic 2-2 Activity 2 Professional Reading File Chapter Review Chapter 2 Activity 1 Expectations of Employers Chapter 2 Activity 2 Employment Projections Part 2 Managing Information to Enhance Productivity.. 65 Topic 3-2 Information Systems and Resources.. 90 Typical Information Systems Traditional Information Resources Electronic Resources Intranets The Internet Finding and Sharing Information Ecommerce Focus On Intranets to Extranets Reviewing the Topic Interacting with Others Reinforcing Math Skills Topic 3-2 Activity 1 Internet Use Report Topic 3-2 Activity 2 Update Equipment Inventory Chapter Review Chapter 3 Activity 1 Privacy Policies Chapter 3 Activity 2 Computer Security Tips CHAPTER 3 Information: A Vital Business Resource Topic 3-1 Information Processing Using and Managing Information Obstacles to Managing Information Information Processing Activities Information Technologies Hardware and Software Networks Maintenance and Security Measures Reviewing the Topic Interacting with Others Reinforcing English Skills Topic 3-1 Activity 1 Equipment Inventory Topic 3-1 Activity 2 Local Area Networks CHAPTER 4 Communicating in Written Form Topic 4-1 Reading and Writing at Work Reading at Work Understanding and Following Instructions Responding to Inquiries Using References and Databases Improving Reading Skills Writing at Work Characteristics of Effective Messages Management of Writing Tasks Reviewing the Topic Interacting with Others Reinforcing English Skills iv

3 Topic 4-1 Activity 1 Reading to Answer Inquiries Topic 4-1 Activity 2 Writing Procedures for a Task Topic 4-2 Business Correspondence Preparing Effective Documents Drafting and Revising Editing and Proofreading Positive, Negative, and Persuasive Messages Business Letters Repetitive Letters Envelopes Memos and Improving Communications in Organizations Desktop Publishing Reviewing the Topic Interacting with Others Reinforcing English Skills Topic 4-2 Activity 1 Form Letters Topic 4-2 Activity 2 Standard Letter Format Topic 4-3 Business Reports and Related Documents Informational Reports Analytical Reports Gathering Data Researching Information Online Writing the Report Report Parts and Formats Documentation Tables, Graphs, and Charts Focus On Voice Recognition Systems Reviewing the Topic Interacting with Others Reinforcing Math Skills Topic 4-3 Activity 1 Table and Memo Report Topic 4-3 Activity 2 Graphs Chapter Review Chapter 4 Activity 1 Press Release Chapter 4 Activity 2 Netiquette Flyer Chapter 4 Activity 3 Formal Report CHAPTER 5 Communicating Orally Topic 5-1 Listening and Speaking Importance of Listening Effective Listening Strategies Speaking Effectively Proper Language and Tone Considering the Audience Nonverbal Communication Focus On Body Language Reviewing the Topic Interacting with Others Reinforcing English Skills Topic 5-1 Activity 1 Speaking and Listening in a Meeting Topic 5-1 Activity 2 Summarize Meeting Proceedings Topic 5-2 Planning and Preparing a Presentation Identifiy the Purpose Profile Listeners Develop the Message Visuals and Handouts Design Strategies Team Presentations v

4 Topic 5-2 Topic 5-2 Reviewing the Topic Thinking Critically Reinforcing English Skills Activity 1 Plan and Organize a Presentation Activity 2 Prepare Visuals and Practice a Presentation Topic 5-3 Delivering a Presentation Practice and Prepare Notes Communicate with the Audience Use Visuals Effectively Answer Questions Present Closing Remarks Reviewing the Topic Interacting with Others Reinforcing Math Skills Topic 5-3 Activity 1 Create Presentation Evaluation Form Topic 5-3 Activity 2 Deliver a Presentation and Evaluate Performance Chapter Review Chapter 5 Activity 1 Research for a Presentation Chapter 5 Activity 2 Team Presentation Reviewing the Topic Making Decisions Reinforcing Math Skills Topic 6-1 Activity 1 Reconcile Bank Statement Topic 6-1 Activity 2 Manage Petty Cash Fund Topic 6-1 Activity 3 Sales Invoice Topic 6-2 Financial Reports and Payroll Budgets Income Statements Balance Sheets Compensation Plans Deductions from Earnings Records for Payroll Focus On Ecommerce and Planning Strategies Reviewing the Topic Making Decisions Reinforcing English Skills Topic 6-2 Activity 1 Payroll Register Topic 6-2 Activity 2 Create Supplies Inventory and Budget Chapter Review Chapter 6 Activity 1 Monitor Budget, Update Inventory, Purchasing Schedule Chapter 6 Activity 2 Projected Income Statement CHAPTER 6 Processing and Understanding Financial Information Topic 6-1 Cash and Banking Procedures Safeguarding Cash Billing Customers Receiving and Making Payments Preparing Deposits Preparing Checks Reconciling a Bank Account Maintaining a Petty Cash Fund Part 3 Managing Time, Tasks, and Records CHAPTER 7 Time and Workstation Management vi

5 Topic 7-1 Time Management and Reminder Systems Manage Time Common Time-Wasters Time Analysis Procedures Time Log Set Priorities and Plan Work Activities Simplify Work Manual and Electronic Reminder Systems Personal Digital Organizers Scheduling Appointments Tickler File Reviewing the Topic Making Decisions Reinforcing English Skills Topic 7-1 Activity 1 Analyzing a Time Log Topic 7-1 Activity 2 Long-Term Portfolio Project Topic 7-2 Workstation Management and Office Safety Manage Your Workstation Manage Ergonomic Factors Manage Your Office Health Workplace Safety Accident Prevention Emergency Procedures Building Evacuation Plans Personal Security on the Job Building and Office Security Focus On Workplace Wellness Reviewing the Topic Thinking Critically Reinforcing English Skills Topic 7-2 Activity 1 Needs Assessment for Equipment Topic 7-2 Activity 2 Preventive Maintenance and Care for Office Equipment Chapter Review Chapter 7 Activity 1 Prioritize and Schedule Tasks Chapter 7 Activity 2 Office Safety Presentation CHAPTER 8 Meetings and Travel Topic 8-1 Planning and Participating in Meetings Types of Meetings Planning a Meeting Participating in Meetings Leading a Meeting Brainstorming Group Dynamics Teleconferences Focus On Web Conferencing Reviewing the Topic Thinking Critically Reinforcing English Skills Topic 8-1 Activity 1 Agenda for a Teleconference Topic 8-1 Activity 2 Meeting and Action Plan Topic 8-2 Arranging Travel Preparing for Travel Itineraries and Reservations Travel Etiquette Documents for Foreign Travel Travel Safety Working Away from the Office Follow-up Activities Reviewing the Topic Thinking Critically Reinforcing English Skills vii

6 Topic 8-2 Topic 8-2 Activity 1 Travel Reservations and Itinerary Activity 2 Travel Etiquette and Safety Brochure Chapter Review Chapter 8 Activity 1 Teleconference on Travel Etiquette and Safety Chapter 8 Activity 2 International Travel Arrangements CHAPTER 9 Records Management Systems Topic 9-1 Maintaining Office Records Storage Media, Equipment, and Supplies Paper Magnetic and Optical Media Microforms Cost Factors Record Life Cycle Removing Records from Active Storage Disaster Recovery Focus On Disaster Recovery Plans Reviewing the Topic Interacting with Others Reinforcing Math Skills Topic 9-1 Activity 1 Retention Schedule Topic 9-1 Activity 2 Records Management Job Descriptions Topic 9-2 Paper Records Systems Components of a Paper Filing System Equipment, Supplies, and Procedures Alphabetic Filing Systems Name and Subject Files Numeric Filing Systems Consecutive, Terminal-Digit, and Middle-Digit Accession Log Alphabetic Index Chronological Filing Systems Reviewing the Topic Thinking Critically Reinforcing English Skills Topic 9-2 Activity 1 Accession Log and Alphabetic Index Topic 9-2 Activity 2 Numeric Filing Chapter Review Chapter 9 Activity 1 Tickler File Chapter 9 Activity 2 Filing Records Geographically CHAPTER 10 Managing Records Topic 10-1 Managing Paper Records Prepare Records for Storage Index,Code, and Sort Records Cross-Reference Records File and Retrieve Paper Records Copy Paper Records Office Photocopiers Features and Procedures Reviewing the Topic Thinking Critically Reinforcing English Skills Topic 10-1 Activity 1 Code and Cross-Reference Letters Topic 10-1 Activity 2 Reprographics Equipment Presentation viii

7 Topic 10-2 Managing Magnetic, Optical, and Microimaging Media Records Management Software Storing Files on Magnetic or Optical Media Storing Magnetic and Optical Media Database Management Systems Image Processing Systems Organizing Microforms Retrieving Records on Microfilm Focus On Protecting Online Records Reviewing the Topic Interacting with Others Reinforcing Math Skills Topic 10-2 Activity 1 Organizing Electronic Files Topic 10-2 Activity 2 Copier Log Chapter Review Chapter 10 Activity 1 Alphabetic Filing Chapter 10 Activity 2 Electronic Files Index and Backup Part 4 Mail and Telecommunication Systems CHAPTER 11 Processing Mail Topic 11-1 Incoming Mail Procedures Procedures in Small and Large Companies Opening Mail Safety Precautions Sorting and Distributing Mail Separating and Annotating Mail Prioritizing and Routing Mail Focus On Protecting Confidential Information Reviewing the Topic Thinking Critically Reinforcing Math Skills Topic 11-1 Activity 1 Mail Report Topic 11-1 Activity 2 Annotate Letter and Compose Reply Topic 11-2 Outgoing Mail Procedures Preparing Mail Stamping Mail or Printing Postage Handling Volume Mailings ZIP Codes and Address Format Classes of Domestic Mail Special Postal Services International Mail Private Courier/Delivery Service Interoffice Mail Reviewing the Topic Interacting with Others Reinforcing English Skills Topic 11-2 Activity 1 Calculating Postage Topic 11-2 Activity 2 Delivery Services Comparison Chapter Review Chapter 11 Activity 1 Mailing List and Flyer Chapter 11 Activity 2 ZIP Code Update CHAPTER 12 Telephone Systems and Procedures Topic 12-1 Telephone Technology and Services Transmitting Information Image Communication Systems ix

8 Facsimile and Videoconferencing Voice Communication Systems Voice Mail Specialized Telephone Equipment Conference Call Services Telephone Service Providers Telephony Focus On Voice Mail Reviewing the Topic Interacting with Others Reinforcing English Skills Topic 12-1 Activity 1 Facsimile Procedures Topic 12-1 Activity 2 Voice Mail Messages Topic 12-2 Effective Telephone Communications Making a Favorable First Impression Your Speaking Skills Your Attitude Proper Telephone Techniques Effective Telephone Procedures Handling Difficult Callers Planning Calls Using Printed and Online Directories Long-Distance and Toll-Free Services Controlling Telephone Costs Reviewing the Topic Thinking Critically Reinforcing Math Skills Topic 12-2 Activity 1 Company Telephone Directory Topic 12-2 Activity 2 Directory Research Chapter Review Chapter 12 Activity 1 Telephone Conversations Chapter 12 Activity 2 New Long-Distance Carrier Part 5 Personal and Career Development CHAPTER 13 Planning and Advancing Your Career Topic 13-1 An Effective Job Search Thinking About Careers Planning a Job Search Resume and Letter of Application Preparing for an Interview Making a Good Impression Anticipating Questions Follow-up Activities Documenting Your Job Search Focus On Online Job Search and Resume Reviewing the Topic Thinking Critically Reinforcing Math Skills Topic 13-1 Activity 1 Application Letter and Resume Topic 13-1 Activity 2 Follow-up Letter and Job Search Diary Topic 13-2 The First Job and Beyond Introduction to a New Job Performance Evaluation Continuous Improvement Promotional Possibilities Changing Jobs Job Termination Job Portfolio Reviewing the Topic Making Decisions Thinking Critically x

9 Topic 13-2 Activity 1 Letter of Resignation Topic 13-2 Activity 2 Research Resources for Training or Education Chapter Review Chapter 13 Activity 1 Changing Jobs Interview Chapter 13 Activity 2 Role Playing Job Interviews CHAPTER 14 Working with Others Topic 14-1 Personal Qualities at Work Your Personality at Work The Work Ethic Participation and Cooperation Dressing Appropriately for Work Basic Work Manners Introductions Electronic Etiquette General Courtesies at Work Reviewing the Topic Thinking Critically Reinforcing Math Skills Topic 14-1 Activity 1 Business Dress Codes Topic 14-1 Activity 2 Tangible and Intangible Rewards of Work Focus On Work/Life Balance Reviewing the Topic Interacting with Others Reinforcing English Skills Topic 14-2 Activity 1 Encounter with a Manager Topic 14-2 Activity 2 Compare Policies and Procedures Chapter Review Chapter 14 Activity 1 Report on Unethical Behavior in Business Chapter 14 Activity 2 Compare Job Opportunities Glossary Index Topic 14-2 Human Relations at Work What You Can Expect from Your Supervisor What Your Manager Expects from You Loyalty, Cooperation, and Ethical Behavior Meeting Deadlines Interacting with Coworkers Resolving Conflicts at Work Conflict Related to Ethical Behavior Employment Laws and Regulations Sexual Harassment Discrimination xi