Table of Contents Part 1 The Office in the Business World............. 1 CHAPTER 1 The Office in a Changing Business World............... 2 Topic 1-1 The Office Today.................. 3 Offices Are Information Driven Office Functions Are Varied Technology in Modern Offices Virtual Office Home Office Mobile Office Reviewing the Topic.................. 11 Making Decisions.................... 11 Reinforcing English Skills.............. 12 Topic 1-1 Activity 1 Getting Acquainted with Local Offices....................... 12 Topic 1-1 Activity 2 Qualifying as a Home Office.... 13 Topic 1-2 The Office in Relation to the Total Organization................ 14 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............... 24 Reviewing the Topic.................. 26 Interacting with Others................ 26 Reinforcing Math Skills................ 27 Topic 1-2 Activity 1 Organization Chart.......... 28 Topic 1-2 Activity 2 Income Statement........... 28 Chapter Review........................... 30 Chapter 1 Activity 1 Organizations in Your Community....................... 31 Chapter 1 Activity 2 Balance Sheet.............. 32 CHAPTER 2 Office Competencies......... 33 Topic 2-1 Office Competencies Needed for Employment....................34 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.................. 45 Making Decisions.................... 45 Reinforcing English Skills.............. 46 Topic 2-1 Activity 1 Jobs in Your Community...... 46 Topic 2-1 Activity 2 Study an Occupational Field................................. 47 Topic 2-2 Developing Office Competencies..... 48 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
Focus On Teamwork.......................... 52 Reviewing the Topic.................. 59 Interacting with Others................ 59 Reinforcing Math Skills................ 60 Topic 2-2 Activity 1 Checklist for Evaluating Team Projects...................... 61 Topic 2-2 Activity 2 Professional Reading File...... 61 Chapter Review........................... 63 Chapter 2 Activity 1 Expectations of Employers... 64 Chapter 2 Activity 2 Employment Projections...... 64 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................. 98 Reviewing the Topic................. 106 Interacting with Others............... 106 Reinforcing Math Skills............... 107 Topic 3-2 Activity 1 Internet Use Report......... 108 Topic 3-2 Activity 2 Update Equipment Inventory.. 108 Chapter Review.......................... 109 Chapter 3 Activity 1 Privacy Policies........... 110 Chapter 3 Activity 2 Computer Security Tips...... 111 CHAPTER 3 Information: A Vital Business Resource.................. 66 Topic 3-1 Information Processing............67 Using and Managing Information Obstacles to Managing Information Information Processing Activities Information Technologies Hardware and Software Networks Maintenance and Security Measures Reviewing the Topic.................. 86 Interacting with Others................ 86 Reinforcing English Skills.............. 87 Topic 3-1 Activity 1 Equipment Inventory......... 87 Topic 3-1 Activity 2 Local Area Networks.......... 89 CHAPTER 4 Communicating in Written Form.................... 112 Topic 4-1 Reading and Writing at Work.......113 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................. 126 Interacting with Others............... 126 Reinforcing English Skills............. 127 iv
Topic 4-1 Activity 1 Reading to Answer Inquiries......................... 127 Topic 4-1 Activity 2 Writing Procedures for a Task............................... 128 Topic 4-2 Business Correspondence......... 129 Preparing Effective Documents Drafting and Revising Editing and Proofreading Positive, Negative, and Persuasive Messages Business Letters Repetitive Letters Envelopes Memos and E-mail Improving Communications in Organizations Desktop Publishing Reviewing the Topic................. 148 Interacting with Others............... 148 Reinforcing English Skills............. 149 Topic 4-2 Activity 1 Form Letters.............. 149 Topic 4-2 Activity 2 Standard Letter Format....... 150 Topic 4-3 Business Reports and Related Documents.................... 152 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............. 156 Reviewing the Topic................. 170 Interacting with Others............... 170 Reinforcing Math Skills............... 170 Topic 4-3 Activity 1 Table and Memo Report..... 171 Topic 4-3 Activity 2 Graphs.................. 172 Chapter Review.......................... 174 Chapter 4 Activity 1 Press Release............ 176 Chapter 4 Activity 2 Netiquette Flyer........... 177 Chapter 4 Activity 3 Formal Report............. 177 CHAPTER 5 Communicating Orally....... 179 Topic 5-1 Listening and Speaking...........180 Importance of Listening Effective Listening Strategies Speaking Effectively Proper Language and Tone Considering the Audience Nonverbal Communication Focus On Body Language..................... 188 Reviewing the Topic................. 190 Interacting with Others............... 190 Reinforcing English Skills............. 191 Topic 5-1 Activity 1 Speaking and Listening in a Meeting......................... 191 Topic 5-1 Activity 2 Summarize Meeting Proceedings......................192 Topic 5-2 Planning and Preparing a Presentation...................193 Identifiy the Purpose Profile Listeners Develop the Message Visuals and Handouts Design Strategies Team Presentations v
Topic 5-2 Topic 5-2 Reviewing the Topic................. 206 Thinking Critically................... 206 Reinforcing English Skills............. 207 Activity 1 Plan and Organize a Presentation...................... 207 Activity 2 Prepare Visuals and Practice a Presentation..................... 208 Topic 5-3 Delivering a Presentation.........209 Practice and Prepare Notes Communicate with the Audience Use Visuals Effectively Answer Questions Present Closing Remarks Reviewing the Topic................. 220 Interacting with Others............... 220 Reinforcing Math Skills............... 221 Topic 5-3 Activity 1 Create Presentation Evaluation Form................... 222 Topic 5-3 Activity 2 Deliver a Presentation and Evaluate Performance............... 222 Chapter Review.......................... 223 Chapter 5 Activity 1 Research for a Presentation.. 224 Chapter 5 Activity 2 Team Presentation.......... 225 Reviewing the Topic................. 246 Making Decisions................... 246 Reinforcing Math Skills............... 246 Topic 6-1 Activity 1 Reconcile Bank Statement.... 247 Topic 6-1 Activity 2 Manage Petty Cash Fund..... 248 Topic 6-1 Activity 3 Sales Invoice.............. 249 Topic 6-2 Financial Reports and Payroll.......251 Budgets Income Statements Balance Sheets Compensation Plans Deductions from Earnings Records for Payroll Focus On Ecommerce and Planning Strategies...... 259 Reviewing the Topic................. 265 Making Decisions................... 265 Reinforcing English Skills............. 266 Topic 6-2 Activity 1 Payroll Register............ 267 Topic 6-2 Activity 2 Create Supplies Inventory and Budget....................... 268 Chapter Review.......................... 270 Chapter 6 Activity 1 Monitor Budget, Update Inventory, Purchasing Schedule........................ 271 Chapter 6 Activity 2 Projected Income Statement... 273 CHAPTER 6 Processing and Understanding Financial Information........ 226 Topic 6-1 Cash and Banking Procedures......227 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......... 275 CHAPTER 7 Time and Workstation Management.............. 276 vi
Topic 7-1 Time Management and Reminder Systems...............277 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................. 289 Making Decisions................... 289 Reinforcing English Skills............. 290 Topic 7-1 Activity 1 Analyzing a Time Log........ 290 Topic 7-1 Activity 2 Long-Term Portfolio Project... 291 Topic 7-2 Workstation Management and Office Safety...................293 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.................. 298 Reviewing the Topic................. 310 Thinking Critically................... 310 Reinforcing English Skills............. 311 Topic 7-2 Activity 1 Needs Assessment for Equipment....................... 311 Topic 7-2 Activity 2 Preventive Maintenance and Care for Office Equipment............ 313 Chapter Review.......................... 314 Chapter 7 Activity 1 Prioritize and Schedule Tasks.......................... 315 Chapter 7 Activity 2 Office Safety Presentation... 316 CHAPTER 8 Meetings and Travel......... 317 Topic 8-1 Planning and Participating in Meetings......................318 Types of Meetings Planning a Meeting Participating in Meetings Leading a Meeting Brainstorming Group Dynamics Teleconferences Focus On Web Conferencing................... 332 Reviewing the Topic................. 334 Thinking Critically................... 334 Reinforcing English Skills............. 335 Topic 8-1 Activity 1 Agenda for a Teleconference.. 335 Topic 8-1 Activity 2 Meeting and Action Plan..... 336 Topic 8-2 Arranging Travel................337 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................. 352 Thinking Critically................... 352 Reinforcing English Skills............. 353 vii
Topic 8-2 Topic 8-2 Activity 1 Travel Reservations and Itinerary......................... 353 Activity 2 Travel Etiquette and Safety Brochure......................... 354 Chapter Review.......................... 355 Chapter 8 Activity 1 Teleconference on Travel Etiquette and Safety............... 356 Chapter 8 Activity 2 International Travel Arrangements....................357 CHAPTER 9 Records Management Systems.................. 359 Topic 9-1 Maintaining Office Records........360 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............... 374 Reviewing the Topic................. 375 Interacting with Others............... 375 Reinforcing Math Skills............... 376 Topic 9-1 Activity 1 Retention Schedule......... 376 Topic 9-1 Activity 2 Records Management Job Descriptions...................... 377 Topic 9-2 Paper Records Systems...........378 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................. 394 Thinking Critically................... 394 Reinforcing English Skills............. 395 Topic 9-2 Activity 1 Accession Log and Alphabetic Index............................ 395 Topic 9-2 Activity 2 Numeric Filing............. 396 Chapter Review.......................... 397 Chapter 9 Activity 1 Tickler File............... 398 Chapter 9 Activity 2 Filing Records Geographically..................... 399 CHAPTER 10 Managing Records.......... 400 Topic 10-1 Managing Paper Records.........401 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................. 418 Thinking Critically................... 418 Reinforcing English Skills............. 419 Topic 10-1 Activity 1 Code and Cross-Reference Letters.......................... 419 Topic 10-1 Activity 2 Reprographics Equipment Presentation...................... 420 viii
Topic 10-2 Managing Magnetic, Optical, and Microimaging Media............421 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............. 428 Reviewing the Topic................. 435 Interacting with Others............... 435 Reinforcing Math Skills............... 435 Topic 10-2 Activity 1 Organizing Electronic Files.... 436 Topic 10-2 Activity 2 Copier Log................ 437 Chapter Review.......................... 438 Chapter 10 Activity 1 Alphabetic Filing......... 439 Chapter 10 Activity 2 Electronic Files Index and Backup....................... 440 Part 4 Mail and Telecommunication Systems........ 442 CHAPTER 11 Processing Mail............ 443 Topic 11-1 Incoming Mail Procedures........444 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...... 449 Reviewing the Topic................. 454 Thinking Critically................... 454 Reinforcing Math Skills............... 455 Topic 11-1 Activity 1 Mail Report............... 455 Topic 11-1 Activity 2 Annotate Letter and Compose Reply.................... 456 Topic 11-2 Outgoing Mail Procedures........457 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................. 474 Interacting with Others............... 474 Reinforcing English Skills............. 475 Topic 11-2 Activity 1 Calculating Postage......... 475 Topic 11-2 Activity 2 Delivery Services Comparison....................... 476 Chapter Review.......................... 478 Chapter 11 Activity 1 Mailing List and Flyer..... 479 Chapter 11 Activity 2 ZIP Code Update.......... 480 CHAPTER 12 Telephone Systems and Procedures................ 481 Topic 12-1 Telephone Technology and Services......................482 Transmitting Information Image Communication Systems ix
Facsimile and Videoconferencing Voice Communication Systems Voice Mail Specialized Telephone Equipment Conference Call Services Telephone Service Providers Telephony Focus On Voice Mail......................... 491 Reviewing the Topic................. 498 Interacting with Others............... 498 Reinforcing English Skills............. 499 Topic 12-1 Activity 1 Facsimile Procedures........ 499 Topic 12-1 Activity 2 Voice Mail Messages........ 500 Topic 12-2 Effective Telephone Communications...............501 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................. 519 Thinking Critically................... 519 Reinforcing Math Skills............... 520 Topic 12-2 Activity 1 Company Telephone Directory......................... 521 Topic 12-2 Activity 2 Directory Research......... 521 Chapter Review.......................... 523 Chapter 12 Activity 1 Telephone Conversations... 524 Chapter 12 Activity 2 New Long-Distance Carrier........................... 525 Part 5 Personal and Career Development.......... 526 CHAPTER 13 Planning and Advancing Your Career............... 527 Topic 13-1 An Effective Job Search..........528 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.......... 536 Reviewing the Topic................. 544 Thinking Critically................... 544 Reinforcing Math Skills............... 545 Topic 13-1 Activity 1 Application Letter and Resume.......................... 546 Topic 13-1 Activity 2 Follow-up Letter and Job Search Diary...................... 546 Topic 13-2 The First Job and Beyond.........547 Introduction to a New Job Performance Evaluation Continuous Improvement Promotional Possibilities Changing Jobs Job Termination Job Portfolio Reviewing the Topic................. 559 Making Decisions................... 559 Thinking Critically................... 560 x
Topic 13-2 Activity 1 Letter of Resignation........ 560 Topic 13-2 Activity 2 Research Resources for Training or Education............... 561 Chapter Review.......................... 562 Chapter 13 Activity 1 Changing Jobs Interview... 564 Chapter 13 Activity 2 Role Playing Job Interviews........................ 565 CHAPTER 14 Working with Others........ 566 Topic 14-1 Personal Qualities at Work........567 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................. 577 Thinking Critically................... 577 Reinforcing Math Skills............... 578 Topic 14-1 Activity 1 Business Dress Codes....... 579 Topic 14-1 Activity 2 Tangible and Intangible Rewards of Work................... 579 Focus On Work/Life Balance.................... 587 Reviewing the Topic................. 591 Interacting with Others............... 591 Reinforcing English Skills............. 592 Topic 14-2 Activity 1 Encounter with a Manager... 593 Topic 14-2 Activity 2 Compare Policies and Procedures....................... 593 Chapter Review.......................... 594 Chapter 14 Activity 1 Report on Unethical Behavior in Business.............. 595 Chapter 14 Activity 2 Compare Job Opportunities..................... 596 Glossary...........................597 Index...........................603 Topic 14-2 Human Relations at Work.........580 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