The Office: Procedures and Technology (5th Edition) [5 ed.] 0538443545, 9780538443548

Citation preview

The

5e

Office PROCEDURES

AND

TECHNOLOGY

M A RY E L L E N O L I V E R I O Lubin School of Business Pace University New York, New York ■

WI L L I A M R. PAS E WA R K Professor Emeritus Texas Tech University Office Management Consultant Lubbock, Texas ■

B ON N I E R . WH I T E Distinguished Professor College of Education Auburn University Auburn, Alabama ■

Dianne Rankin, Contributing Author

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The Office, Procedures and Technology, 5th Edition Mary Ellen Oliverio, William R. Pasewark, Bonnie R. White

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TABLE OF CONTENTS

Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Chapter 1 Activity 1 Organizations in Your Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Chapter 1 Activity 2 Balance Sheet . . . . . . . . . . . . . . 32

PART 1 The Office in the Business World

CHAPTER 1

Topic 1-1

The Office in a Changing Business World

1

2

The Office Today . . . . . . . . . . . . . 3

Offices Are Information Driven Office Functions Are Varied Technology in Modern Offices Virtual Office Home Office Mobile Office Exercises: 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 Accessing the Web Site for This Textbook . . . . . . . . . . . . . . . . . . . . . . 13 Topic 1-1 Activity 3 Qualifying as a Home Office . . 14 Topic 1-2

The Office in Relation to the Total Organization . . . . . . . . . . . 15

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. . . . . . . . . 26 Exercises: Reviewing the Topic . . . . . . . . . . . . . 27 Interacting with Others. . . . . . . . . . . 27 Reinforcing Math Skills . . . . . . . . . . 28 Topic 1-2 Activity 1 Organization Chart . . . . . . . . . . 29 Topic 1-2 Activity 2 Income Statement . . . . . . . . . . . 29

CHAPTER 2 Topic 2-1

Office Competencies

34

Office Competencies Needed for Employment . . . . . . . . . . . . . 35

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 Exercises: Reviewing the Topic . . . . . . . . . . . . . 46 Making Decisions . . . . . . . . . . . . . . . 46 Reinforcing English Skills . . . . . . . . 47 Topic 2-1 Activity 1 Jobs in Your Community . . . . . 47 Topic 2-1 Activity 2 Study an Occupational Field. . 48 Topic 2-2

Developing Office Competencies . . . . . . . . . . . . . . . 49

Company Goals and Expectations for Employees Total Quality Management Continuous Management Customer Satisfaction Ethical Standards Teamwork and Diversity Global Marketplace Productivity and Cooperativeness Independence in Learning FOCUS ON . . . Teamwork . . . . . . . . . . . . . . . . . . . . . 54 Exercises: Reviewing the Topic . . . . . . . . . . . . . 60 Interacting with Others. . . . . . . . . . . 60 Reinforcing Math Skills . . . . . . . . . . 61 Topic 2-2 Activity 1 Checklist for Evaluating Team Projects . . . . . . . . . . . . . . . . . . . . . . . . . 62

iii

Topic 2-2 Activity 2 Professional Reading File . . . . 62 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Chapter 2 Activity 1 Expectations of Employers . . . 65 Chapter 2 Activity 2 Employment Projections . . . . . 65

CHAPTER 4

Topic 4-1

CHAPTER 3

Topic 3-1

Information: A Vital Business Resource

66

67

Information Processing. . . . . . . . 68

Using and Managing Information Obstacles to Managing Information Information Processing Activities Information Technologies Hardware and Software Networks Maintenance and Security Measures Exercises: Reviewing the Topic . . . . . . . . . . . . . 88 Interacting with Others. . . . . . . . . . . 88 Reinforcing English Skills . . . . . . . . 89 Topic 3-1 Activity 1 Equipment Inventory. . . . . . . . . 89 Topic 3-1 Activity 2 Local Area Networks . . . . . . . . 90 Topic 3-2

Topic 4-2

Reading and Writing at Work. . 112

Business Correspondence. . . . . 128

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 Exercises: Reviewing the Topic . . . . . . . . . . . . 147 Interacting with Others. . . . . . . . . . 147 Reinforcing English Skills . . . . . . . 148 Topic 4-2 Activity 1 Form Letters . . . . . . . . . . . . . . . 148 Topic 4-2 Activity 2 Standard Letter Format. . . . . . 149

Information Systems and Resources . . . . . . . . . . . . . . . . . . 91

Typical Information Systems Traditional Information Resources Electronic Resources Intranets The Internet Finding and Sharing Information E-Commerce FOCUS ON . . . Intranets to Extranets . . . . . . . . . . . . 98 Exercises: Reviewing the Topic . . . . . . . . . . . . 105 Interacting with Others. . . . . . . . . . 105 Reinforcing Math Skills . . . . . . . . . 106 Topic 3-2 Activity 1 Internet Use Report . . . . . . . . . 107 Topic 3-2 Activity 2 Update Equipment Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 Chapter 3 Activity 1 Privacy Policies . . . . . . . . . . . 109 Chapter 3 Activity 2 Computer Security Tips . . . . . 110

111

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 Exercises: Reviewing the Topic . . . . . . . . . . . . 125 Interacting with Others. . . . . . . . . . 125 Reinforcing English Skills . . . . . . . 126 Topic 4-1 Activity 1 Reading to Answer Inquiries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 Topic 4-1 Activity 2 Writing Procedures for a Task . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

PART 2 Managing Information to Enhance Productivity

Communicating in Written Form

Topic 4-3

iv TA B L E O F C O N T E N T S

Business Reports and Related Documents . . . . . . . . . . . . . . . . 150 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 . . . . . . 154 Exercises: Reviewing the Topic . . . . . . . . . . . . 167 Interacting with Others. . . . . . . . . . 167 Reinforcing Math Skills . . . . . . . . . 168 Topic 4-3 Activity 1 Memo Report with Table . . . . 168 Topic 4-3 Activity 2 Memo Report with Graph . . . 169 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 Chapter 4 Activity 1 Press Release . . . . . . . . . . . . . 171 Chapter 4 Activity 2 Leftbound Report . . . . . . . . . . . 172

CHAPTER 5

Communicating Orally

Exercises: Reviewing the Topic . . . . . . . . . . . . 215 Interacting with Others. . . . . . . . . . 215 Reinforcing Math Skills . . . . . . . . . 216 Topic 5-3 Activity 1 Create Presentation Evaluation Form . . . . . . . . . . . . . . . . . . . . . . 216 Topic 5-3 Activity 2 Deliver a Presentation and Evaluate Performance . . . . . . . . . . . . . 217 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218 Chapter 5 Activity 1 Research for a Presentation. . 219 Chapter 5 Activity 2 Team Presentation . . . . . . . . . 220

173 CHAPTER 6

Topic 5-1

Listening and Speaking . . . . . . . 174

Importance of Listening Effective Listening Strategies Speaking Effectively Proper Language and Tone Considering the Audience Nonverbal Communication FOCUS ON . . . Body Language . . . . . . . . . . . . . . . . 183 Exercises: Reviewing the Topic . . . . . . . . . . . . 184 Interacting with Others. . . . . . . . . . 184 Reinforcing English Skills . . . . . . . 185 Topic 5-1 Activity 1 Speaking and Listening in a Meeting. . . . . . . . . . . . . . . . . . . . . . . . . . 185 Topic 5-1 Activity 2 Summarize Meeting Proceedings. . . . . . . . . . . . . . . . . . . . . . . . . . 186 Topic 5-2

Planning and Preparing a Presentation . . . . . . . . . . . . . . . 187

Identify the Purpose Profile Listeners Develop the Message Visuals and Handouts Design Strategies Team Presentations Exercises: Reviewing the Topic . . . . . . . . . . . . 200 Thinking Critically . . . . . . . . . . . . . 200 Reinforcing English Skills . . . . . . . 201 Topic 5-2 Activity 1 Plan and Organize a Presentation . . . . . . . . . . . . . . . . . . . . . . . . . 201 Topic 5-2 Activity 2 Prepare Visuals and Practice a Presentation. . . . . . . . . . . . . . . . 202 Topic 5-3

Delivering a Presentation . . . . . 203 Practice and Prepare Notes Communicate with the Audience Use Visuals Effectively Answer Questions Present Closing Remarks

Processing and Understanding Financial Information

221

Topic 6-1 Cash and Banking Procedures . . 222 Safeguarding Cash Billing Customers Receiving and Making Payments Preparing Deposits Preparing Checks Reconciling a Bank Account Maintaining a Petty Cash Fund Exercises: Reviewing the Topic . . . . . . . . . . . . 241 Making Decisions . . . . . . . . . . . . . . 241 Reinforcing Math Skills . . . . . . . . . 241 Topic 6-1 Activity 1 Reconcile Bank Statement . . 242 Topic 6-1 Activity 2 Manage Petty Cash Fund . . . . 243 Topic 6-2

Financial Reports and Payroll. . 245

Budgets Income Statements Balance Sheets Compensation Plans Deductions from Earnings Records for Payroll FOCUS ON . . . E-Commerce and Planning Strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252 Exercises: Reviewing the Topic . . . . . . . . . . . . 258 Making Decisions . . . . . . . . . . . . . . 258 Reinforcing English Skills . . . . . . . 259 Topic 6-2 Activity 1 Payroll Register. . . . . . . . . . . . 260 Topic 6-2 Activity 2 Supplies Budget . . . . . . . . . . . 260 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262 Chapter 6 Activity 1 Purchasing Schedule . . . . . . . 263 Chapter 6 Activity 2 Monitoring a Budget. . . . . . . . 264 Chapter 6 Activity 3 Projected Income Statement . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264

v TA B L E O F C O N T E N T S

PART 3 Managing Time, Tasks, and Records

CHAPTER 7

Topic 7-1

Time and Workstation Management

CHAPTER 8

266

267

Time Management and Reminder Systems. . . . . . . . . . . 268

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 Assistants (PDAs) Scheduling Appointments Tickler Files Exercises: Reviewing the Topic . . . . . . . . . . . . 280 Making Decisions . . . . . . . . . . . . . . 280 Reinforcing English Skills . . . . . . . 281 Topic 7-1 Activity 1 Analyzing a Time Log . . . . . . . 281 Topic 7-1 Activity 2 Long-Term Portfolio Project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282 Topic 7-2

Workstation Management and Office Safety . . . . . . . . . . . . . . . 284

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 . . . . . . . . . . . . 290 Exercises: Reviewing the Topic . . . . . . . . . . . . 301 Thinking Critically . . . . . . . . . . . . . 301 Reinforcing English Skills . . . . . . . 302 Topic 7-2 Activity 1 Needs Assessment for Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . 302 Topic 7-2 Activity 2 Preventive Maintenance and Care of Equipment. . . . . . . . . . . . . . . . . 304 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305 Chapter 7 Activity 1 Prioritize and Schedule Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306 Chapter 7 Activity 2 Office Safety Presentation . . 306

Topic 8-1

Meetings and Travel

308

Planning and Participating in Meetings . . . . . . . . . . . . . . . . . . 309

Types of Meetings Planning a Meeting Participating in Meetings Leading a Meeting Brainstorming Group Dynamics Teleconferences FOCUS ON . . . Web Conferencing . . . . . . . . . . . . . 323 Exercises: Reviewing the Topic . . . . . . . . . . . . 324 Thinking Critically . . . . . . . . . . . . . 324 Reinforcing English Skills . . . . . . . 325 Topic 8-1 Activity 1 Agenda for a Teleconference . . . . . . . . . . . . . . . . . . . . . . . 325 Topic 8-1 Activity 2 Meeting and Action Plan. . . . 326 Topic 8-2

Arranging Travel . . . . . . . . . . . . 327

Preparing for Travel Itineraries and Reservations Travel Etiquette Documents for Foreign Travel Travel Safety Working Away from the Office Follow-up Activities Exercises: Reviewing the Topic . . . . . . . . . . . . 343 Thinking Critically . . . . . . . . . . . . . 343 Reinforcing Math Skills . . . . . . . . . 344 Topic 8-2 Activity 1 Travel Reservations and Itinerary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344 Topic 8-2 Activity 2 Travel Etiquette and Safety Brochure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346 Chapter 8 Activity 1 Teleconference on Travel Etiquette and Safety . . . . . . . . . . . . . . . . . . . 347 Chapter 8 Activity 2 International Travel Arrangements . . . . . . . . . . . . . . . . . . . . . . . . 348

CHAPTER 9

Topic 9-1

vi TA B L E O F C O N T E N T S

Records Management Systems

350

Maintaining Office Records . . . 351 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 . . . . . . . . . 365 Exercises: Reviewing the Topic . . . . . . . . . . . . 366 Interacting with Others. . . . . . . . . . 366 Reinforcing Math Skills . . . . . . . . . 367 Topic 9-1 Activity 1 Retention Schedule . . . . . . . . 367 Topic 9-1 Activity 2 Records Management Job Descriptions. . . . . . . . . . . . . . . . . . . . . . 368 Topic 9-2

Paper Records Systems . . . . . . . 369

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 Filing Accession Log Alphabetic Index Chronologic Filing Systems Exercises: Reviewing the Topic . . . . . . . . . . . . 384 Thinking Critically . . . . . . . . . . . . . 384 Reinforcing English Skills . . . . . . . 385 Topic 9-2 Activity 1 Accession Log and Alphabetic Index . . . . . . . . . . . . . . . . . . . . . 385 Topic 9-2 Activity 2 Numeric Filing . . . . . . . . . . . . . 386 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387 Chapter 9 Activity 1 Tickler File . . . . . . . . . . . . . . . . 388 Chapter 9 Activity 2 Sorting Records Geographically . . . . . . . . . . . . . . . . . . . . . . . 389

CHAPTER 10

Managing Records

390

Topic 10-1 Managing Paper Records . . . . . 391 Prepare Records for Storage Index, Code, and Sort Records Cross-Reference Records File and Retrieve Paper Records Copy Paper Records Office Photocopiers Photocopying Procedures Exercises: Reviewing the Topic . . . . . . . . . . . . 408 Thinking Critically . . . . . . . . . . . . . 408 Reinforcing English Skills . . . . . . . 409 Topic 10-1 Activity 1 Code and Cross-Reference Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409

Topic 10-1 Activity 2 Reprographics Equipment Presentation . . . . . . . . . . . . . . . . . . . . . . . . . 410 Topic 10-2 Managing Magnetic, Optical,

and Microfilm Media. . . . . . . . . 411 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 . . . . . . 417 Exercises: Reviewing the Topic . . . . . . . . . . . . 423 Interacting with Others. . . . . . . . . . 423 Reinforcing Math Skills . . . . . . . . . 423 Topic 10-2 Activity 1 Organizing Electronic Files. . 424 Topic 10-2 Activity 2 Electronic Files Index . . . . . . 425 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427 Chapter 10 Activity 1 Alphabetic Filing. . . . . . . . . . . 428 Chapter 10 Activity 2 Electronic Files Backup. . . . . 428

PART 4 Mail and Telecommunication Systems

CHAPTER 11

Processing Mail

430

431

Topic 11-1 Incoming Mail Procedures . . . . 432 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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437 Exercises: Reviewing the Topic . . . . . . . . . . . . 443 Interacting with Others. . . . . . . . . . 443 Reinforcing Math Skills . . . . . . . . . 444 Topic 11-1 Activity 1 Sort Incoming Mail . . . . . . . . . 444 Topic 11-1 Activity 2 Annotate Letter and Compose Reply . . . . . . . . . . . . . . . . . . . . . . . 445

vii TA B L E O F C O N T E N T S

Topic 11-2 Outgoing Mail Procedures . . . . 446 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 Exercises: Reviewing the Topic . . . . . . . . . . . . 463 Interacting with Others. . . . . . . . . . 463 Reinforcing English Skills . . . . . . . 464 Topic 11-2 Activity 1 Calculate Postage. . . . . . . . . . 464 Topic 11-2 Activity 2 Compare Delivery Services. . 465 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467 Chapter 11 Activity 1 Mailing List and Flyer. . . . . . . 468 Chapter 11 Activity 2 ZIP Code Update . . . . . . . . . . . 468

CHAPTER 12

Telephone Systems and Procedures

470

Topic 12-1 Telephone Technology and

Services . . . . . . . . . . . . . . . . . . . 471 Transmitting Data Using Telephone Channels Telephony Voice Communication Systems Facsimile and Videoconferencing Voice Mail Telephone Services Telephone Service Providers FOCUS ON . . . Voice Mail . . . . . . . . . . . . . . . . . . . . 480 Exercises: Reviewing the Topic . . . . . . . . . . . . 486 Interacting with Others. . . . . . . . . . 486 Reinforcing English Skills . . . . . . . 487 Topic 12-1 Activity 1 Fax Procedures . . . . . . . . . . . . 487 Topic 12-1 Activity 2 Voice Mail Messages . . . . . . 488 Topic 12-2 Effective Telephone

Communications . . . . . . . . . . . . 489 Making a Favorable 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 Exercises: Reviewing the Topic . . . . . . . . . . . . 508 Thinking Critically . . . . . . . . . . . . . 508 Reinforcing Math Skills . . . . . . . . . 509 Topic 12-2 Activity 1 Company Telephone Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509 Topic 12-2 Activity 2 Directory Research. . . . . . . . . 510 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511 Chapter 12 Activity 1 Telephone Conversations . . . 512 Chapter 12 Activity 2 Long-Distance Rates Comparison . . . . . . . . . . . . . . . . . . . . . . . . . . 513

PART 5 Personal and Career Development

CHAPTER 13

514

Planning and Advancing Your Career 515

Topic 13-1 An Effective Job Search. . . . . . . 516 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 . . . 524 Exercises: Reviewing the Topic . . . . . . . . . . . . 532 Thinking Critically . . . . . . . . . . . . . 532 Reinforcing Math Skills . . . . . . . . . 533 Topic 13-1 Activity 1 Application Letter and Resume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534 Topic 13-1 Activity 2 Follow-up Letter and Job Search Diary . . . . . . . . . . . . . . . . . . . . . 534 Topic 13-2 The First Job and Beyond. . . . . 535 Introduction to a New Job Performance Evaluation Continuous Improvement Promotional Possibilities Changing Jobs Job Termination Job Portfolio

viii TA B L E O F C O N T E N T S

Exercises: Reviewing the Topic . . . . . . . . . . . . 546 Making Decisions . . . . . . . . . . . . . . 546 Thinking Critically . . . . . . . . . . . . . 547 Topic 13-2 Activity 1 Letter of Resignation. . . . . . . . 547 Topic 13-2 Activity 2 Research Resources for Training or Education. . . . . . . . . . . . . . . . . . 548 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 549 Chapter 13 Activity 1 Changing Jobs Interview. . . . 550 Chapter 13 Activity 2 Role Playing Job Interviews . . . . . . . . . . . . . . . . . . . . . . . . . . . 551

CHAPTER 14

Working with Others

552

Topic 14-1 Personal Qualities at Work . . . . 553 Your Personality at Work The Work Ethic Participation and Cooperation Dressing Appropriately for Work Basic Work Manners Introductions Electronic Etiquette General Courtesies at Work Exercises: Reviewing the Topic . . . . . . . . . . . . 563 Thinking Critically . . . . . . . . . . . . . 563 Reinforcing Math Skills . . . . . . . . . 564 Topic 14-1 Activity 1 Business Dress Codes . . . . . . 564 Topic 14-1 Activity 2 Tangible and Intangible Rewards of Work . . . . . . . . . . . . . . . . . . . . . 565

Topic 14-2 Human Relations at Work . . . . 566 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 FOCUS ON . . . Work/Life Balance . . . . . . . . . . . . . 573 Exercises: Reviewing the Topic . . . . . . . . . . . . 577 Interacting with Others. . . . . . . . . . 577 Reinforcing English Skills . . . . . . . 578 Topic 14-2 Activity 1 Encounter with a Manager . . 579 Topic 14-2 Activity 2 Research Sexual Harassment Policies . . . . . . . . . . . . . . . . . . 579 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580 Chapter 14 Activity 1 Report on Unethical Behavior in Business. . . . . . . . . . . . . . . . . . 581 Chapter 14 Activity 2 Compare Job Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . 582

Glossary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591

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PREFACE

To the Student You will enter a world of work that is being transformed. This world will be a challenging and demanding one because of the rate and nature of change. Many of the changes taking place in the workplace relate to the technology. Others relate to the changing needs of businesses and their employees. The workplace is not necessarily at a specific location. For example, four individuals in four different countries may be employed by the same company with each working from a home office. Yet, the four have virtually instant communication—via telecommunications—to develop plans and make decisions. Many office employees—executives, managers, engineers, accountants, and administrative assistants among others—are accessing databases, preparing spreadsheets, and creating presentations. No longer are information processing tasks primarily the responsibility of secretaries and administrative assistants. All workers are expected to communicate effectively; access, analyze, and share information; make decisions; and use technology to improve productivity. The Office, Procedures and Technology, Fifth Edition is designed to help you develop skills that will be important in your career in a professional or business position. The content you study will help prepare you to enter the workforce now and to face the changes you will encounter in the future.

Objectives for the Course As a student, you face a twofold challenge: to prepare for the initial demands of full-time employment and to acquire the skills to learn on the job and adapt to new procedures and technologies. The Office, Procedures and Technology, Fifth Edition has been designed to help you meet this challenge. As you study this textbook, you will: 䡲 Develop information management, technology, and communication skills that are valuable for all types of workers 䡲 Develop an awareness of how to learn as new technology, processes, and procedures are introduced in an organization 䡲 Develop a comprehensive view of time management and productivity 䡲 Reinforce and extend basic skills involving math, language, decision making, critical thinking, and teamwork 䡲 Develop understanding of basic qualities and attitudes that are critical in the work environment 䡲 Develop awareness of your interests, strengths, and weaknesses related to the demands of a work environment xi

Features of the Textbook The Office, Procedures and Technology, Fifth Edition is organized into 5 parts and 14 chapters. Each chapter is subdivided into two or three segments called topics. The text contains features designed to help you learn the skills and concepts presented. Part and Topic Objectives Workplace Connections Focus On . . .

Online Resources

Vocabulary Reinforcement

Activities

Chapter Summary Key Terms

Glossary

Part and topic objectives focus on key concepts that serve as guides in becoming familiar with the content. These feature boxes give examples and place content discussed in a workplace context. These feature boxes highlight key topics such as disaster recovery, e-commerce, and confidentiality of business information that relate to the chapter content. This feature box for each chapter provides a list of the resources available on The Office Web site that relate to the chapter, names of organizations that may serve as resources, and search terms related to content in the chapter. This information can be used for developing a professional reading file, researching topics for reports, or broadening the scope of the chapter. Terms of special importance or those that may be unfamiliar to some students are defined in the margin of the page on which the term is first introduced. Activities to reinforce the major concepts and procedures and to provide realistic experience in working independently and in groups are included in each topic and at the end of each chapter. Key points covered in the chapter are reviewed in this feature. Key terms that students should understand after studying the chapter are listed at the end of each chapter. Selected terms introduced in the text are listed and defined in the glossary.

Student Activities and Simulations Workbook The Student Activities and Simulations workbook designed to accompany the student textbook includes review activities for each chapter. Three workplace simulations, complete with company descriptions, instructions, documents, and other materials, are also provided in the workbook. These simulations correspond to Parts 2, 3, and 4 of the student text. A note at the end of each of these parts reminds you when to complete the simulation for that part. A Reference Guide is included in the workbook and provides information help-

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ful for completing the textbook and workbook activities. The Reference Guide includes the following sections: 䡲 䡲 䡲 䡲 䡲 䡲 䡲

Section A, Proofreaders’ Marks Section B, Punctuation Section C, Capitalization Section D, Math Section E, Two-Letter State Abbreviations Section F, Alphabetic Indexing Rules Section G, Sample Documents

Data Files Data files for student use in completing activities in the textbook and the Student Activities and Simulations workbook are provided on the Instructor’s Resource CD-ROM. Your instructor will need to make these files available to you on disk or on your local area network. Some data files are in word processing or spreadsheet format and are to be revised or completed by the student. Other files are in PDF (Portable Document Format) and are to be printed and used as source documents or reference material. In the textbook, a data disk icon identifies applications that require a data file.

The Office Web Site

Data Disk Icon

A Web site related to this textbook is available at http://theoffice.swlearning .com. On this site, you can access data files, vocabulary flash cards, games that review chapter concepts, supplemental activities, and links to other Web sites. The items available for each chapter are listed in the Online Resources box at the beginning of each chapter.

For the Instructor The Office, Procedures and Technology, Fifth Edition is appropriate for any student preparing for a career that involves office skills. The textbook and related student workbook may be adapted for completion in one semester or two semesters by selecting an appropriate mix of activities from the textbook and student workbook. Students should be comfortable with the basic features of their word processing, spreadsheet, database, presentation, e-mail, and browser software. Students will build skills with these programs as they complete the activities in the textbook and student workbook. Students should understand how to organize and manage the files they create during this course. You may wish to direct students regarding this issue early in the course.

Electronic Test Package Instructors can purchase a flexible, easy-to-use test bank and test generation software program that contains objective questions for each test. Test bank questions are included for 14 chapter tests and a final exam. The ExamView® Pro software enables instructors to modify questions from the test bank or add instructor-written questions to create customized tests. xiii P R E FA C E

The chapter tests and a final exam are also available on the Instructor’s Resource CD-ROM. These tests may be printed and given to students. Answers to these tests are also provided on the Instructor’s Resource CD-ROM.

Instructor’s Resource Guide The Instructor’s Resource Guide is available to instructors who adopt the textbook for class use. The guide is a comprehensive source for practical ideas in course planning and enrichment. The guide includes teaching and grading suggestions and solutions for chapter activities, workbook review activities, and simulations.

Instructor’s Resource CD-ROM An Instructor’s Resource CD-ROM is available to instructors who adopt the textbook for class use. The CD-ROM includes: 䡲 Data files for use by students in completing activities for the textbook and student workbook 䡲 Lesson plans for the instructor 䡲 Sample solution files for selected student activities 䡲 Electronic slides (in Microsoft PowerPoint format) for each chapter for use during class discussions 䡲 Transparency masters for use in class discussions 䡲 Tests and solutions

Wrap Instructor’s Edition A Wrap Instructor’s Edition (WIE) is available for instructors who adopt the textbook for class use. The WIE contains the student textbook pages in a reduced size along with annotations to assist the instructor in presenting material and facilitating student learning. The annotations provide information for: 䡲 䡲 䡲 䡲 䡲 䡲 䡲 䡲 䡲

Assessment Challenge Option Expand the Concept For Discussion Getting Started Points to Emphasize Supplemental Activity Teaching Tips Thinking Critically

The Office Web Site A Web site related to this textbook is available at http://theoffice.swlearning .com. On this site, students can access data files, vocabulary flash cards, games that review chapter concepts, supplemental activities, and links to other Web sites. The items available for students for each chapter are listed

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in the Online Resources box at the beginning of each chapter. Additional materials are available on the Web site for instructor use. Examples of these materials are solutions to activities from the student text, transparency masters, lesson plans, and presentation slides.

A Commitment by the Authors The Office, Procedures and Technology, Fifth Edition continues a long tradition of providing training for many types of workers who function, at least in part, in an office environment. Both industry surveys and research by private and governmental organizations make clear the need for information, technology, and teamwork skills that are emphasized in this text. We believe that students with a wide range of occupational goals can profitably study together. We are committed to providing quality learning materials that will help students develop highly portable skills relevant to today’s work environment.

Mary Ellen Oliverio William R. Pasewark Bonnie Roe White

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PA R T

1

The Office in the Business World CHAPTER 1 Topic 1-1 Topic 1-2

CHAPTER 2 Topic 2-1 Topic 2-2

The Office in a Changing Business World The Office Today The Office in Relation to the Total Organization Office Competencies Office Competencies Needed for Employment Developing Office Competencies

OBJECTIVES • Describe the relationship of the office to the overall organization • Describe typical goals and structures of businesses • Identify the types of office competencies workers need • Explain employer expectations and factors related to developing office competencies

Millions of Americans spend much of each workday in offices. Many changes in technology have occurred during the last decade. These changes have created a widespread need for knowledge and skills that are commonly referred to as office competencies. Whatever their fields or careers, workers share a need to know how to perform efficiently and effectively in offices. The Office in the Business World introduces you to the office as a workplace.

1

© GETTY IMAGES/PHOTODISC

CHAPTER 1

The Office in a Changing Business World Many workers in many different types of jobs perform office tasks. The recruiter in a Human Resources Department, the technician in a chemical laboratory, the curator in a museum, the buyer in a department store, and the CPA in a public accounting firm all perform a range of office Online Resources tasks during a typical workweek. All office workers, regardless of their duties, must understand how The Office Web site: Data Files office functions relate to their work and to the Vocabulary Flashcards total organization. Beat the Clock, Organizations In Chapter 1, you will learn about various types of offices and office workers. You will also gain an understanding of typical goals and structures of businesses, not-for-profit entities, and governmental units.

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Chapter 1 Supplementary Activity International Association of Virtual Office Assistants (IAVOA) Rt. 1 Box 275 Red Oak, OK 74563 Search terms: home office mobile office office competencies office technology telecommute

THE OFFICE TODAY

Topic

1-1

objectives

The term office is used in a variety of ways. An office is a place in which the affairs of a business or an organization are carried out. For example, you may have heard a lawyer say, “I will be out of the office during the afternoon.” A teacher might say, “Come by my office.” The office is a place of work for many types of workers. Accountants, marketing managers, systems analysts, human resource directors, as well as secretaries, records clerks, administrative assistants, and many others work in offices. Although each of these employees has varying duties, all of them must be knowledgeable about many office practices. This textbook focuses on the many workers who need to understand office practices and use office skills. Regardless of what you plan for your life’s work, you will benefit from studying the topics in this book and from the skills you will develop.

Describe various types of offices Describe types of workers who use office skills Explain how technology influences office practices Identify common information-related office tasks

office: a place in which the affairs of a business, professional person, or organization are carried out

WORKPLACE CONNECTIONS

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Carole Federman is an internal auditor for an international bank. The company headquarters are in Philadelphia. Her work requires traveling to branches throughout the United States. She visits cities such as as Paris, Milan, and Tokyo. She must write many reports to share her conclusions and recommendations. Carole composes her reports at her laptop computer. She usually completes the reports with no help from office support staff.

This executive prepares reports using her laptop computer.

3 Topic 1-1: The Office Today

Offices Are Information Driven information: data or facts that have been summarized or organized into a meaningful form

Information is made up of data or facts that have been organized into a meaningful form. Information is at the core of all office activities. Office workers use information in many ways. Some illustrations include: 䡲 A manager writes the policy for sales returns. 䡲 A stock broker accesses a database for the current price of a company’s stock. 䡲 A sales clerk enters details of a customer’s order at a computer. 䡲 A customer service rep responds by telephone to questions about installing electronic equipment.

vendor: a seller of goods or services

Workers need to understand thoroughly the business or organization in which they are employed. Each task is related to the organization’s purposes and goals. For example, a purchasing agent often makes telephone calls to place an order for materials or supplies. To answer questions that the vendor may ask, the employee needs to know the details about what is being ordered. The employee also needs to know when the item is needed, the cost of the item, and similar details.

Office Functions Are Varied In some offices, every employee does a wide variety of tasks. In other offices, each employee’s work is focused on a few tasks. Some common office tasks are shown in Figure 1-1.1 on page 5. Can you identify two activities that might be completed by a manager? Can you identify two that might be performed by an office assistant? Think of a particular career and identify two activities that might be performed by someone in that career.

WORKPLACE CONNECTIONS Helen Serreno works as an office assistant to the director of a relatively new art gallery in Santa Fe, New Mexico. Helen talked about her job in these words:

I never know what a day will be like. I handle many office tasks as I assist the director, the art assistant, and the manager of exhibits. I do some tasks every day such as respond to e-mail messages, open and organize the mail, and handle phone calls. I have a personal computer, a photocopier, a fax machine, e-mail and Internet access, and a wide range of software programs that I use daily. I’m responsible for maintaining all the equipment, too.

4 C H A P T E R 1 : THE OFFICE IN A CHANGING BUSINESS WORLD

Figure

KEY OFFICE ACTIVITIES

1-1.1

Creating/Analyzing Information • Composing memorandums, letters, and reports • Organizing, summarizing, and interpreting data • Creating presentations • Making decisions and recommendations based on information studied Searching for Information • Accessing databases, the Internet, and company intranets • Requesting information from persons within the company • Requesting information from persons outside the company • Using reference manuals and books Processing Information • Editing and proofreading • Keyboarding • Opening and reviewing incoming communications • Entering data in databases • Photocopying • Preparing outgoing communications • Preparing checks, orders, invoices • Preparing spreadsheets Communicating Information • Answering telephones • Greeting callers • Responding to persons within and outside the organization • Providing instruction to coworkers • Preparing and delivering presentations Managing Information • Maintaining calendars • Maintaining databases and files • Maintaining financial records

Workers in many jobs handle office tasks. Some workers, however, devote full time to office tasks. For example, some employees in an Accounting Department process invoices, checks, and other documents related to customer accounts. They devote all of their time to office tasks.

5 Topic 1-1: The Office Today

WORKPLACE CONNECTIONS The manager of a midsize manufacturing company in Lexington, Kentucky, talked about the role of office support services in these words:

© ANTON VENGO/SUPERSTOCK INTERNATIONAL

The work done by the office employees in our Accounts Payable Department is vital to the success of our company. Invoices must be processed and payments made to vendors. This work must be done in a timely manner to keep materials flowing so production goals can be met. We value these workers and provide them with the most current technology.

The assistant manager in a small company is instructing a new staff member.

Technology in Modern Offices intranet: computer network within an organization that is meant for the use of its employees or members

The use of technology is common in today’s offices. An architect who designs buildings works at a computer. An executive uses the World Wide Web to find a schedule for travel to London. Sales people from several states communicate with the regional manager in Philadelphia using a company intranet. Many companies use up-to-date technology in their offices to help employees be productive. Because the technology available is changing, the way work is accomplished is also changing. Workers should expect their duties, as well as the way they work, to change from time to time. The need for high productivity and quality performance means that all workers must be willing to change work methods. Office workers must be skillful learners— on their own and in more formal training and educational settings.

6 C H A P T E R 1 : THE OFFICE IN A CHANGING BUSINESS WORLD

WORKPLACE CONNECTIONS Marie Ann Martinez describes what she is doing today that she was not doing just three years earlier:

Three years ago, we were a domestic company. Today we do business in 60 countries. I regularly send e-mail messages to China, Singapore, Hong Kong, Prague, and Moscow, and other places around the world. I used to prepare printed letters, place hard copies of letters in a file drawer, and conduct research by telephone. Now I send e-mail messages instead of letters in many cases. I use databases (Figure 1-1.2) and electronic files to store information. I access the Internet to research and communicate information.

Figure

1-1.2

Many companies use database software such as Microsoft® Access to store data.

Alternative Offices Where is the office? The office may be at headquarters, in a carrying bag, or at home. It may be a temporarily assigned workspace. No longer is the office always a particular space used for the same purpose day after day. The typical office from earlier days is referred to as the traditional office. A traditional office is permanent and located where the company does business. In such an office, employees travel daily to a central location. They spend the working day at the same desk or in the same workspace and generally report directly to a supervisor or manager. Many businesses still use traditional offices; however, other types of work arrangements are being used more frequently. The practice of working and communicating with others from a home office or other remote location is called telecommuting. A worker who telecommutes shares information with clients or coworkers using the Internet or an intranet. Equipment such as a computer, telephone, and fax machine makes talking and sharing data easy. These workers may work in virtual offices, mobile offices, or home offices.

telecommute: the practice of working and communicating with others from a remote location Internet: a public, worldwide computer network made up of smaller, interconnected networks that spans the globe

7 Topic 1-1: The Office Today

Virtual Office

virtual office: the capability to perform work activities away from a traditional office setting

The term virtual describes something that has a conceptual form but no physical form that you can see or touch. For example, you are acquainted with your local library. It is in a physical building that contains shelves of books you can use to get information. A virtual library might be a computer station that gives you access to many libraries from your school or home. Although the virtual library has no physical form, it allows you to gather information just as a physical library does. The virtual office, therefore, has no physical form but allows you to perform work activities as you would in a traditional office setting. Just as some office workers use virtual offices, some offices employ virtual assistants. A virtual assistant is a worker who performs tasks normally handled by an on-site secretary or administrative assistant. This growing field provides advantages to both the company and the virtual assistant. A virtual assistant can work from a home office. He or she can set the work schedule and work only as many hours per week as desired. Virtual assistants do not require on-site office space and are usually paid only for the hours they work. This means cost savings for the company, which can be especially important for small businesses.

WORKPLACE CONNECTIONS Susan Gray is a successful interior designer in St. Louis. Although Susan refers to her office as a portable office, it is really a virtual office. Susan visits clients to plan and discuss projects. In her bag, she carries a digital phone; a notebook computer with wireless access to fax, e-mail, and the Internet; and a portable copier/printer. Susan can provide plans for a room, cost estimates, and a contract right in the client’s living room.

Mobile Office mobile office: office temporarily located at a particular site or that can move from place to place nonterritorial workspace: area not assigned to a specific person or task

hoteling: assigning temporary office workspace to workers as needed

Mobile offices are very much like traditional offices, but they are temporary. Offices set up at construction sites and manned by office staff are one type of mobile office. Another type of mobile office is the nonterritorial workspace. Nonterritorial workspaces are available on an assignment basis. They are not assigned to anyone permanently. This type of workspace is often found in professional organizations. For example, an accounting firm or law firm may have many staff members who work away from the company a great deal of the time. Because such personnel do not need a permanent offic