LEARNING GUIDE IN PA 20

OFFICE SYSTEM
AND MANAGEMENT
PART I – THE 21ST CENTURY OFFICE

CHAPTER I. A CHANGING WORKPLACE

The workplace of the twenty-first century promises to change at a rapid pace due
to major technological advances and increasing globalization. The role of an office
professional then can be both challenging and exciting. It will demand for continuous
learning, Whether you are preparing to enter the office after finishing your studies or you
are presently employed in the office field either full or part-time, the increased cultural
diversity of the environment will be apparent to you.

The Information age has brought vast change to the office. One example of this
change can be seen in the way we communicate, namely: email, fax, cellular phones,
video conferencing, virtual conferencing and many others.

Changes in the office environment include an increasingly diverse labor force,

growth of the service industries, more multinational corporations, greater emphasis on
quality and more efficient organizational structure, more flexible workweeks, virtual
employment opportunities and contracted specialists.

Twenty first century skills are needed in the areas of communication, human
relations, time and organizational management, critical thinking, decision making,
creative thinking technology skills and lifelong learning.
OFFICE – is the center of activity in all organizations.
refers to any “physical structure” where business transactions are being held.
“nerve center of a modern business enterprise” where the day-to-day happenings of the
business are being planned, processed and recorded.
“show window” of the business enterprise which serve as the reflection of the
company’s image.
Dynamic center where a powerhouse of professionals fuse their expertise together in
healthy competition and cooperation.

Modern office – is composed of people who create, collect, process, utilize and store
business information needed to define objectives of the organization and the
means of achieving them.

Business Enterprise – is an organization by means of which the capital, talents, ideas,

skills and physical exertion of efforts of the host individuals are coordinated to
produce saleable goods and or services in order to attain their further
objectives.
Business Information – consists of any information (data) needed by the company to
determine its objectives and the means of accomplishing them.

Office Staff – is the backbone of a business organization which composes of workers

who create, collect, process, use, store and provide business information.

Office Workers - they are the people or the office staff who expedite the day-to-day
operations of the company. Help company executives, dept. managers,
supervisors and fellow workers meet their responsibilities.

Different kinds of Business Enterprise:

Production 6. Publishing 11. Legal
Marketing 7. Banking 12.
Construction
Advertising 8. Real Estate
Insurance 9. Financing
Education 10. Medical
Advantages of Office Work:
Attractive salaries and wide range of benefits
Many industries are expanding
There are more and better opportunities for advancement
Jobs are everywhere
Office work is plea4sant and prestigious
Positions are open to all
Civil Service and military opportunities are available
Around-the-clock schedules are available Part-
time and temporary jobs are always available
Jobs are tailored to temperament.

Activities in the Office:

Keeping records of employees, business transactions and allied businesses of the firm.
Processing of papers of all company personnel.
Handling communications and related records.
Preparing outgoing mail and written communications, distributing incoming mail and
interoffice communications.
Recording supplies, materials, equipment and managing inventories.
Keeping track of financial matters like disbursements, acctg. Procedures, budget and
payroll.
Attending the clients and their various needs.
Assisting research and development personnel, technical personnel, scientists and
others in the office setup.
Manager/Executive:
responsible for maintaining an accurate system for the delivery of information
throughout the organization with its customers, suppliers and clients.
- maintain complete and accurate records of the flow of information.

Skills Needed in An Office

Office must provide accurate and reliable tasks performed by employees.

Typewriting – necessary skills in almost all office jobs.

Telephone etiquette – stands out as one of the chief means of rapid personal
communication throughout the world.

Preparing Reports
\ are written to explain what is happening within an organization.
lot of time spent preparing different kinds of reports.
Ability to think sensibly, organize materials and to arrange them in a logical sequence.
Decision makers rely heavily on reports to make important decisions

Organizing Reports
Analyze and process your information before presenting it.
Group it into 3-7 categories if there’s lot of information
Work with the reader’s expectations
Talking with Others
Product Knowledge – accurate catchphrase for knowing what your organization
is all about.
receptionists, typists and front desk officers – able to talk to others with ease, complete
command of the language and speak with utmost courtesy.

Budget and Audit Employees budget preparation of

company needs thorough training.
Auditing in an organization requires even more rigorous training to prepare the worker to
turn in a satisfactory performance.

Key skills

Computer skills – is the ability to type; basic knowledge in computer operation,

encode test, tables, figures, spreadsheets and other similar processes.
Master different computer programs to generate reports, memos,
proposals and materials for written and oral presentations. Constant
desire for improvement.

b. Physical Inventory
\ is a detailed, itemized list of either property or a firm’s stock of
goods. It is also the actual physical count of stocks or materials
on hand is taken periodically so errors in receipts and
disbursements can be corrected and adjusted.

DIMENSION OF SERVICE EXCELLENCE

make your customer the most important person.

A. Personal dimension
1. appearance – needs to present a neat and clean personality: to be pleasant and
likeable.
2. attitude – respond in a courteous way with well modulated voice. Your body
language must show a positive attitude.
3. Attentiveness – be a good listener in words or actions. Pay attention to requests
and answer questions as honestly as you can.
4. Tact – be responsible; know what to do in every situation.
5. Selling skill – sell your company by projecting a positive image.
6. Customer feedback – provide service then research their effects on the target
audience: clients. If satisfied, customers will come back.
7. Organization & supervision – if org’n running smoothly, relationships between
supervisor and employee are alright.
B. Procedural Dimension
1. Responsiveness – help customers and extend prompt service.
2. Empathy – individualized attention provided to customers.
3. Tangibles – physical facilities, equipment, personnel & communications equipt.
4. Assurance – employee courtesy; ability to convey trust and confidence are
paramount in an organization.

TRENDS IN THE 21st CENTURY OFFICE ENVIRONMENT

1. The Modern Computer Technology: The Information Age Office

a time where there has been a great explosion of knowledge.
Results: increase in the amount of information available to us.

Technology – is an integral part of Information Age.

spawned the digital era: a world fueled by numbers. We wallow numbers
PIN #, Acct. #; SSS; GSIS; credit card numbers & many others

Microchip – is an invention that unleashed the digital era. This is a device about
the size of a fingernail that empowers our technological equipment
allowing us to have continuous communication anywhere on earth
any time.
In addition to telephone, we communicate with people within and outside via:
E-mail cellular phones
Fax machines voice mail

Aside from conferences with groups of people face-to-face settings, we also

have:
Video conferencing – it is transmitting audio & video communication between
individuals at a distant location.
Audio conferencing – it is using telephones & speakerphones to transmit comms.
Computer conferencing – is linking participants via computers.
Virtual conferencing – linking participants thru the Internet and chat rooms to
transmit info and discuss issues.
thru technology an individual maybe physically in one location and virtually in another
location.

Chat Room – is a special area established on the net that allows a group of
people to converse on issues.

2. Globalization – more and more businesses in the country are going multi-national in
operation.
resources available in other countries are tapped to produce goods and services.

US, Japan, UK investing /having business in the Phils. Thus there is a need to
understand people of different culture and backgrounds to be able to communicate
them effectively.
Exerts pressure for rigid training and education of work force to be globally competitive
in skills and competencies.

3. Focus on Quality – is the judgment of customers or users of the product or service.

Quality is a process of consistently exceeding expectations of the guests.
Total Quality Management (TQM) – it was a comprehensive movement that
empowered workers to be involved, accountable and competent to deliver quality
on a continuous basis. It is an approach to organizational improvement referring
to a vigorous emphasis on the quality of goods and services produced.
demand that an office professional understand the importance of satisfying the needs of
the client or customer.
Realize that extremely high standards of performance are essential.

Principles of TQM: Embrace the quality of:

work 4. people
Service 5. company
innovation 6. objectives
4. Corporate Restructuring and Downsizing
- business org’ns tend to reduce the number of employees to a select core group
who will receive and enjour regular company benefits.
- hiring is on temporary basis; presents new challenges for the individual to
demonstrate excellent skills and attitudes to merit an established place in the
office.

5. Modified Workweeks and Work Schedules/Flexible Workweek

- the change is due to increasing number of women in the workplace;
accommodate changing family structure and needs.
able to raise the office workers’ morale with improvement in productivity.

Compressed workweek – (1970) is a work schedule in which the usual number of full-
time hours is worked in fewer than 5 days. Contrast to flexible schedule.
40 hr. week = 4 days of 10 hrs. each
36 hr. week = 3 days of 12 hrs. each
Staggered work schedule – groups of workers arrive at their workplace at different times
according to a master plan.
persuade business and government offices to switch from the customary 8-6 schedule
so as to obtain more commuting time (reduced traffic & waiting time in elevator and
lessened lobby congestion).
Flexible Work Schedule (flextime) (1967) when an employee work the full quota of time
but at periods convenient for the individual and the company. Employees do not report
to or leave work at the same time. More responsibility and autonomy on the job.

Types of time: core time – is the fixed number of hours during which all
employees must be present for work (91m-3pm). flexible time – is the time employees
may choose for their arrival and departure times.

Job sharing – when two part-time employees perform a job that otherwise one-full time
employee would hold.
2 persons working on same job: 2 days & 3 days to the other (suitable for
families with small children)

Permanent Part-time employment – where regular voluntary employment (not

temporary or casual) is carried out during working hours that are shorter
than normal

6. Telecommuting – is the application of telecommunication and technology to the

processing of information at a location other than the traditional office setting.
requires employers with 100 or more workers to reduce employee consulting by 25% by
1996. Disadvantage: social isolation – no face-to-face contact
Virtual Office – is thru technology an individual maybe physically in one location
and virtually in another location.
E.g. your instructor is communicating from another city and you are
listening in another place.

Contracted specialists – more skillful individuals will be freelance who move from
one organization to another to performed specific jobs.

The 21st Century Skills

Communication (listening, speaking and writing) should be proficient in communication

area able to express ourselves accurately/concisely in written correspondence, and
state your needs clearly and tactfully in verbal communication.
Listening – office professionals need to understand the importance of listening
and practice good listening techniques.
50 to 75% of what we hear is never processed if not grasp the full implications of the
meaning since we are not listening intently.
 Listening Techniques
1. Listen for facts.
Listen for feelings.
Withhold evaluation
Direct your attention to the speaker
Maintain eye contract with the speaker
Watch for nonverbal communication
Remove distractions
Ask questions when you are not sure of what was said
Paraphrase what the speaker has said
Ask open questions
Don’t anticipate the speaker
Organize what you hear
Try to understand the words the speaker uses
Don’t get angry
Don’t criticize
Take notes if appropriate
Set aside your own preconceptions about the topic being discussed
Use the listening time productively.

NOTE: People speak at about 150 words/minute; While we think at about 500
words/minute. So use the time to think about what the speaker is saying.

Human Relations – ability to interact with many people with different backgrounds,
experiences, culture, races and ethnicities. we need to accept, understand and work
well with individuals need to develop and improve these skills if you are to grow your
abilities.
Time and Organizational Management skills – ability to organize your time and work so
that work flows smoothly and tasks will be finished on time.

Critical Thinking skills – is a unique kind of purposeful thinking in which the thinker
systematically chooses conscious and deliberate inquiry. think critically about an issue:
try to see it from all sides before coming to a conclusion.
can make you a valuable employee for your company, be recognized & got promoted.
Krinein (Greek word) to separate, to choose

Decision Making – you should be effective in making decisions daily (thru experiences,
readings, asking advices from elderly); understand and implement steps.

Creative thinking skills

Creativity – is the ability or the power to cause to exist; making connections or
new links. Solving a problem in a new and different way. Not bound by one set of
rules or one method of getting a job done.
 Creative Thinking Tips
Have faith in your own creativity.
Attack barriers to creativity. Don’t self-judge and judge others.
Pay attention to everything around you.
Ask questions constantly.
Tackle tasks that are not easy and that require effort.
Stop worrying.
Block irrelevant thoughts.
Pay attention to your intuition.
Concentrate intently on the activity at hand.

Technology - if you are to succeed in the office, you must be technologically competent
and current in your knowledge and skills of the technology as it applies to your job.
extremely proficient in computer, telecommunication area; competent in using fax
machines, copiers, scanners and calculators.

Lifelong Learning skills – if you are to continue to learn and grow in your professional
development, you must participate in courses and activities that provide opportunities
for you. Be a member of professional org’ns.
 CHAPTER 2. THE OFFICE TEAM AND ENVIRONMENT

Teamwork is a state that occurs when members know their objectives, contribute
responsibly and enthusiastically in the task, and support one another for the success of
any undertaking.
Members of the team must work together to accomplish a purpose to produce the
intended result. Cooperation should bring into the team cohesion and integration to
achieve unity through harmonious relationship. With proper coordination and a well-
organized use of resources, talents and efforts, the backgrounds and orientation of
members of the team, when a problem arises, a consensus is sought. Cooperation is
inferentially the most effective of all social processes because it fosters solidarity and
cohesiveness. Then a certain task is mutually shared, there is spontaneity of action and
the benefits are shared among the members of the team.

Team effort is a cooperative and coordinated effort by a group of persons acting

together as a team for a common cause. Individual workers perform operating tasks, but
a majority of them work in regular small groups where their efforts must fit together.
When their work is interdependent, they act as task team and try to develop cohesive
cooperative small group that is well-coordinated. When an individual begin to work as
interdependent jobs, they pass through several stages, namely:

Forming – members share personal information; start to get to know and accept one
another. Courtesy prevails and interactions are cautious.

Storming - arguing about appropriate directions for the group. Usually external
pressures interfere with the group, and tensions rise between individuals as they
interact and assert themselves.

Norming – group begins moving together in a cooperative way. Group norms emerge to
guide individual behavior, and cooperative attitudes and feelings are evidently felt.

Performing – the group eventually matures and learns to handle complex challenges.
Functional roles are identified and performed thereby, tasks are efficiently
accomplished.

Adjourning – groups and project teams usually disband sooner or later, it is called
adjournment. This period requires dissolving social relations and returning to permanent
assignments.
Elements of Effective Teams

There are important elements of effective teams to maintain the expected regular

contact and engaged in a well-coordinated action:

Supportive environment – when management basically builds a supportive climate in

the environment. Team members are provided adequate time for meetings to
interact and demonstrate faith in the members’ capacity to achieve. It helps the team to
contribute further to relate cooperation, trust, and compatibility among the members and
the organization.

Top management-responsible to supportive environment.

Skills and precise role – team members must be qualified to perform their respective
assigned tasks and should have the desire to cooperate. It is important to know their
respective role and with whom they will be dealing. This feature gives the members the
opportunity to respond voluntarily to the demands of the job and take appropriate
actions to accomplish team goals.

Superordinate goals – try to keep the team members aware about the total task to be
accomplished. Organizational policies, record-keeping requirements and reward
systems should be known by all the members to encourage members’ full participation.
These goals can be attained only if all the members will contribute their effort for a
common purpose.

Team rewards – this is an element that stimulates and sustains team effort. This will be
in the form of financial reward or in the form of recognition for a job well done. It will
serve as motivation and can become a potent factor for the attainment of the group’s
task. However, rewards should be given only to deserving effort of the team to stimulate
full contributions to team success.

Factors to consider for an effective team:

Understand and accept each other

~See the differences that each individual brings to the team (age, gender, ethnicity,
physical and mental aspects).
Individual perception varies
Values – are principles and qualities that you consider important.

Work productively together – a group must have a common goal or purpose.

Consistently achieve the goals established – learn easily the tasks on hand.
 Organizational goal – service the customer/clients well so that they will make an
adequate profit and remain in business.

Some guidelines to build successful teams

According to Jon Katzenback and Douglas Smith, real teams are relatively
unexploited despite their capacity to outperform other groups and individuals. They
define four characteristics of “real teams”: small size; complementary skills; common
purpose, goals, and working approach; and willingness to be held mutually accountable.
Real teams can be created and sustained by the following guides:

 Selecting members for their complementary skills and potentials.

 Developing clear rules of conduct and challenging performance goals.
 Establishing a sense of urgency right from the first meeting.
 Providing substantial time together in which new information is constantly shared.
Providing positive feedback, recognition and rewards.

Ethical Dilemmas within Teams- tough decision with two rightful choices.

There are always problems in teams and team-building because the teams are
composed of various people with different orientations, perceptions, needs and cultural
backgrounds. So, what would you do in each of these situations?

1. On team member appraisals. Do you tell a teammate what is bugging you and
risk offending the person, or do you withhold your feelings and let the group
suffer?
2. On member assistance. Several teammates stop to ask if you need any
assistance. You don’t, but if you continue rejecting their offers, will they feel that
you are not a team player?
3. On team selection. Your teammates want to hire new members who are similar
to themselves. This is tempting for compatibility reasons, but how will you ever
achieve greater diversity in the team?
4. On team perfection. Enormous time and effort has already been spent on
becoming an ideal team. But oftentimes you wonder if the team is losing its focus
on the customer through its dominant focus on process.
5. On team rewards. The team is rewarded on the basis of achieving its own
performance goals. Yet, you wonder if such rewards prevent the team from
seeing the larger organizational picture.

On other hand, relationships with the people with whom you work and the
physical environment in which you work are the two main factors that influence your
productivity and happiness on the job. As office professionals, you are not only working
with people within the company, but with external people: your clients or customers.
Learning to work effectively with these people is the most challenging office experience
you could ever had.

The internal workplace team includes three different types of teams: the project
team, the office professional and supervisor team, and the office professional and
coworker team. On other hand, project team could be successful if there must be a clear
purpose and commitment to the task and team.

2 Major factors that influence your productivity and happiness on the job:

1. Relationships with the people with whom you work – Internal Team
2. External people: clients or customers

Team – is a group of individuals who work together to achieve defined goals.

Types of Internal Team

Project team – is one that response to meeting the need for increased productivity and
worker empowerment.
-
Empowerment – is a process that provides greater autonomy to workers through
the sharing of relevant information and the provision of control
over factors affecting job performance.

There are five strategies for empowerment:

Helping employees achieve job mastery by giving proper training, and guided learning
experiences.
Allowing more control by giving workers a certain extent of discretion over job
performance and then holding them accountable for results.
Providing successful role models by allowing workers to observe peers who already
perform successfully on the job.
Using social reinforcement and persuasion by giving workers praise, encouragement,
and positive feedback to raise their self-confidence.
Giving emotional support by providing them reduction of stress and anxiety through
better role definition, tasks assistance, and sincere caring.

Participation – is a mental and emotional involvement of people in group

situations that encourages them to contribute to group goals
and share responsibility for them.
 Essential Criteria to be successful in a project team:

1. Clarity of purpose – what to accomplish, when to complete, who will evaluate,

budget etc.
As a project team operates, its membership collectively must:
Have a clear sense of team identity.
Be certain that team efforts are consistent with corporate wide objectives.
Ensure accountability of the team and each member in it.
Conforms to fiscal, legal, and other critical guidelines.

2. Training – it is essential for a team because teams can fail if members do not
receive the necessary training they need at the start-up of the team. This will include
technical, administrative and interpersonal skills. It is necessary also to provide
ongoing training for team members especially. on highly technical work.

3. Technical skills – should be possessed by each team member in order for them to
perform the jobs assigned during the duration of the project. There is really a need
for

Cross Training- (training on different jobs within the team) to accomplish team
members’ objectives.

4. Administrative skills – includes knowledge on how to process paperwork, interpret

financial data, analyze budgets, and other similar types of administrative work.

5. Interpersonal skills – many lose jobs because of inability to get along with others
than for lack of technical ability to do the work.

Team members must be able to do the following:

1. Listen to each other

2. Give performance feedback
3. Speaks clearly in a team meeting
4. Solve group problems
5. Learn new skills
6. Counsel each other
7. Conduct team meetings
Resolve conflict
Work collaboratively
 The Office Professional and the Supervisor

The Office Professional’s obligations to the Employer:

1. Acceptance – try to accept your employer and avoid letting personality difference
interfere with your relationship.
2. Respect - you owe your employer respect simply because of the responsible position
the person holds in the company.
3. Loyalty – between employee and employer is a must. Handle matters confidentially.
Do not circumvent the chain of command. Never surprise your employer.
4. Dependability – you observe company rules re: office hours, coffee breaks, sick
leave, vacation, etc. Do not abuse the SL and Vacation leaves.
5. Honesty – do not take office supplies home with you for your personal use nor do
excessive personal calls; don’t use internet for personal or shopping activities; e-mail to
friends.
6. Personality traits – understand your supervisor’s personality help make the work go
more smoothly.

Supervisor’s Obligations to the Office Professional:

1.Respect – employer should be aware of your needs and show respect for you and
your abilities. Given the chance to prove your worth.
2.Feedback – know your performance based on evaluation; be told honestly your
strong points and weak points to make you aware.
3.Loyalty – does not criticize you professionally or personally to other people; if there’s
criticism, talk it to your employee, not to other people.

Office Professional and Co-Workers

helping others can reduce the problem esp. those who are overloaded.
1. Acceptance – of fellow employees without judging them; recognize and respect
people who are different from you; learn to listen and understand to avoid conflict.
2. Cooperation – is necessary to attain company goals; assist willingly in meeting
deadlines
3. Tact – is a skill and grace in dealing with others; demands sensitivity to the needs of
others; avoid offending words; think before you speak.
4. Fairness – does not take advantage of others; get an idea from someone else but give
credit to the individual who gave it.

5. External Team – composed of one or more individuals within a company who work
with individuals outside the company to achieve specified company goals.
6. Outsourcing – refers to utilizing an outside company or consultant to complete a
portion of a project or a total project.

CHAPTER III- ERGONOMICS and OFFICE PRODUCTIVITY

Ergos (Greek word) Work; nomos – natural laws: refers to how the work place is set up.
Ergonomics – science of designing machines, operations, and work environment that
best meets employee’s needs. is the study of all office equip’t and environmental factors
that contribute to worker’s productivity and job satisfaction.
“human engineering” – integrates the use of space, furniture and equip’t & other
physiological factors (light, color, sound, temperature) to meet the psychological needs
of the workers on the job.

Ergonomic Needs in the Office:

Human activities performed in the office
Classification:
Cognitive – activities that are largely mental in nature and revolve around the use of
knowledge or judgment (decision making, proofreading). Social – interpersonal tasks of
2 or more persons (telephoning)
Procedural – referring to the predefined work steps followed by office employees: filling
out forms at the same time reading/writing
Physical – activities that require the use of human energy (keyboarding/ filing)

MAJOR AMBIENT FACTORS IN THE OFFICE

- refer to those conditions that surround and affect the performance of work
and the development of employee satisfaction with the work and workplace.

SURFACE ENVIRONMENT – consists of physical features in the office that essential

part of the building its layout, and the work performed (walls, ceilings, floors, windows,
pillars, furniture and equipment and the coverings placed on them.
has direct effect on the psychological state of the office staff and on productivity and
morale.

Effective Use of Color

affects our emotions, moods, attitudes, and comfort in the workplace.

Direct bearing on the effectiveness of lighting conditions.

Color selections be made in consideration with the following factors:

the work functions that will be performed in the office area physical
location of the office type of emotion desired

Human Reactions to Color – sets the mood of an office staff: feel hot/cold, happy
 distressed, satisfied – depending on the:
hue (shade or tint) the lightness or
darkness of the color intensity –
brightness or dullness

Distance effect – tells us how near or far the colored object or area appears to the
viewer.
Temperature effect – refers to how warm or cool the color makes the space seem.
Mood effect – describes how mentally stimulated or relaxed people feel.
Light colors – bright, cheerful – keeping work areas clean and tidy.
Blue color – create a cool and calming effect
Orange, red, yellow – create exciting effects
Black, brown – depress workers

Specific Ways in which Color Affects Human Behavior:

Brightly colored offices seem cheerful & efficient looking and tend to inspire feelings of
trust.
The color of all office surfaces may cause eyestrain due to improper lighting or reflectance if the
colors are not carefully selected (headaches, sluggish feelings, unhealthy symptoms,
diminished concentration, work accuracy is reduced).
The perceptions of people can be changed by the use of color.
long narrow offices = wider by using dark colors on end walls & lighter colors on the long
side walls.
Color helps people to identify key building locations (red = exit; safety doors)

Reflection Values of Colors

Reflection ratio – measures the amount of light reflected from a surface as a percentage
of the total amount of light striking that surface (40-60% best for office walls).
Wall & ceiling colors – should be light enough to reflect light rather than absorb it
but not light enough to produce annoying glare.

Furniture and Equipment Colors non-gloss finish should be chosen; light-

colored desktops are recommended.
Light characters on a dark background – easier reading of the characters on the VDT
screen.

Floor Coverings creates a quiet, relaxed atmosphere – its

surface absorbs sound.
Produces feeling of luxury, enhances worker satisfaction and add to the firm’s prestige.
Lessened employee fatigue and accidents.
carpeting – most popular; solid vinyl tile, vinyl asbestos, tile marble
solid vinyl tile lasts twice as long as carpeting.
Use of Plants in the Office

Plantscaping – to personalize work areas, provide privacy, brighten and warm the
area and add attractive coloring.
absorb many pollutants and convert to breathable oxygen.
Strong positive effect on morale.

2. THE SEEING ENVIRONMENT

\ refers to all the items needed to provide adequate light for performing the
work assigned in the office.

Goals:
To provide efficient, comfortable lighting and safe place to work.
To help develop a feeling of visual comfort and aesthetically attractive work area
To assist in reducing the use of electrical resources

Quantity of Light or Illuminance (footcandle is used)

Footcandle (FC) – is the amount of light produced by a candle at a distance of one foot
from the source of light.
90-150 FC range – modern buildings lighting levels
More light results in: easier reading of documents, better health & morale, greater
efficiency of employees.
Inadequate light: induce eyestrain, muscular tension, fatigue, irritability, poor quality,
inaccurate work and lowered production.

Quality of Light – refers to those features of a lighting system that provide a visually
comfortable work area, free of glare or shadows, and which help to create an
attractive office climate.

Determining the Amount of Brightness:

Footlambert - is the unit of measure approximating one foot candle of light emitted or
reflected.

Visual comfort probability (VCP) – it indicates how much direct glare a luminaire is likely
to produce. a VCP of 70 is satisfactory for most offices = comfortable & relatively free
from glare. Glare – causes visual strain and leads to lower productivity.

Sources of Light
Daylight (natural light) – is a free resource that enters the office through windows or
skylights. Use heavy draperies, venetian blinds, or partitions will suffice. Artificial light
Incandescent light – produced in a bulb by heating the tungsten filament to the point of
incandescence (glowing with white heat); 10% energy produces light while the rest
produces heat.
Fluorescent light – produced in long tubelike lamps found in offices and commercial
establishments. 20 watts is equal to 60 watts incandescent light.
High-intensity discharge (HID) lamps – mercury vapor, metal halide, and high pressure
sodium will require several minutes to attain their full light output. It is 3x more than
fluorescent & 6x efficiently than a bulb.
Task/Ambient Lighting
\ the light fixtures are built into the open-plan furniture (desks and cabinets) to light
specific work areas.

Ambient lighting – uses indirect fixtures that direct light upward to be reflected off the
ceiling onto the surface that surround the workstation.

3. THE HEARING ENVIRONMENT

- deals with office sounds (good or bad)
Noise – unwanted sound must be carefully controlled to be efficient.

Decibel (db) – is a unit of measure that determines the relative loudness of sounds,
equal approximately to the smallest degree of difference of loudness detectable
by the human ear.

Controlling Office noise by:

eliminating the source of the noise using sound-absorbing (acoustical)
materials to reduce the effects of noise

NRC (noise reduction coefficient) developed to measure the amount of noise

absorbed or removed from an area.
- hard surfaces reflect sounds while soft surfaces absorb them.

Music in the office provides a pleasant background sound that calms the nerves,
reduces fatigue due to work strain, lessens work monotony & relieves mental fatigue.

4. THE AIR ENVIRONMENT (right temperature)

\ refers to the total atmosphere created in the office by the principal air factors:
temperature, humidity, circulation (ventilation) and cleanliness.
- improves mental activity, boosts efficiency, increases productivity & decreases
absenteeism.
 a. Temperature – refers to the relative hotness or coolness of the air measured in
degrees Fo or Celsius.
- 70oF is a healthful temperature for work esp. 40 yrs old & above

b. Humidity – refers to the percentage of moisture in the air.

Air-conditioning equipment removes moisture from the air during summer months
and add moisture to the air during the winter months. 30-60 percent: comfortable range
of humidity.

c. Circulation – it should be 12 to 15 cubic meters of outside air/person/hour & the

flow of air should be slow enough so as not to feel drafty.
d. Cleanliness
Air-conditioning cleans the air of undesirable pollutants.

Sick-Building Syndrome (SBS) – health problems associated with indoor air

pollution (headache, eye, nose or throat irritation, dry or itchy skin, dizziness &
nausea, fatigue, sensitivity to odors, memory & cognitive lapses. Pollutants:
Toxic substances – airborne carbon monoxide – vehicle
Sulfur dioxide – heat and electricity production
Undesirable matter – dust, chemicals and metals; tobacco has 3,000 polluting
compounds

5. THE SAFE AND SECURE ENVIRONMENT protects our physical needs as workers,
gives us a sense of well-being that soothes our emotions and improves the total working
environment. Safety problems trips and falls = caused by thick or loose and torn
carpeting back problems = improper fitted chair; improper lifting; general poor physical
condition. Electrical problems = improper or lack of grounding of machines, exposed
wires or plugging too many appliances in same outlet.
Miscellaneous problems = collisions with other persons, obstructions unmarked bldg;
falling objects

b. Security Problems
- lack of fire protection = no smoke alarm & no automatic sprinkler provided
- no contingency plan in case of violent and disaster
- basic production and comfort needs of employees ignored by employers
- special problems facing disabled workers

Integrated Security System (ISS) is being equipped to modern, smart office bldg. under
computer control brings together intercommunication systems, burglar and
bldg. wide monitors.

WORKFLOW – is the movement of information vertically between superiors and

subordinates or horizontally among workers on the same level.
Human Space needs – space communicates. It affects the feelings of people.

Personal Space – refers to an area of privacy surrounding the worker that is important
for keeping our other people.
amount of personal space that workers require to maintain psychological comfort differs
between introverts and extroverts.

Introverts – prefer to work alone hence require more privacy.

Territoriality – refers to the physical area under the control of workers and designed
specifically for their use.
big or greater amount of office space communicates power and authority.

Zones of Personal Distance:

1. Intimate - skin contact to 2-feet, reserved for persons with close friends working
together on an office assignment.

2. Personal (2-4 feet); keeps the other person at “arms length”; office supervisor giving
specific directions to a worker reorganizing a report.
3. Social (4-12 feet) – business situations where people work together or salespersons
and customers talk.
7-12 feet is used for more formal, impersonal situations: conferring with one’s
supervisor across the desk.
Disabled office workers: handrails, door accommodating wheelchairs, ramps, lower
lavatories and water fountains, Braille symbols.

OFFICE DESIGN PLANS

Conventional plan – is a type of office layout characterized by wall barriers that tend to
isolate work areas. It provides a specialized work area for a department to promote
productivity. Reduce human interaction, hinders interpersonal flow; inflexible
arrangement when redesigning.
Open plan, office landscape (originated in Germany after WWII) – free of permanent
walls and corridors. It brings together the functional, behavioral and technical factors
needed to design individual workstations, work groups, & dept’s.
American plan – combination of 2-high level executives can keep their private offices for
isolation and confidentiality while staff is on open work areas close to one another.
The High-Tech Office Plan – Smart Building – is an office building that has a computer
for a brain (control device) and a nervous system of cables and electronic sensors that
allow the computer to monitor and interact with building conditions.
WHY TIME MGT. IS IMPORTANT FOR OFFICE PROFESSIONAL?

We are living in a more complex age than before. Needed to attune to technological
changes, operate new machines, use new methods/procedures
We are living in an age in which employers demand much of their employees. Needed
to achieve the level of profitability necessary for the business to survive, operate
with maximum efficiency.

Why manage time?

Some people accomplish more than others.
Office professional should manage time in the office.
Managing time means managing yourself to use time profitably.

Sources of Time Wasters/Interruptions:

Excessive socializing
Sociability – is one personal trait that an office professional should develop for
proper communication.
Chatting in CR with unnecessary topics; personal telephone calls; entertaining friendly
calls; prolong conversation with drop-in visitors.
Disorganization – not using systematic procedure of accomplishing work daily.
As workers you should:
Keep off the desk top all objects that are not in constant use
Organize incoming and outgoing materials
Plan ahead where to get the materials needed for quick operation of performing the
work.
Eliminate unnecessary steps and wasted motion by arranging equip’t/supplies
Place frequently needed materials and supplies within easy reach Organize
desk drawers to suit your own work requirements:
Center drawer – erasers, rubber bands, ruler, stapler, paper clips

Top-side drawer – stationery, notebooks

Middle-side drawer – used for work in progress; correction fluid, extras
Bottom-side drawer – used for personal articles.

Ineffective Communication – wasting time if presented an incorrect report; lose

customer due to service dissatisfaction; need good listening and reading skills.
Suggestions:
When you are given instructions, repeat your understanding of it.
Be sure to get accurate, complete info you need to accomplish your work
Don’t be afraid of communicating face-to-face, look at the person and listen attentively
to what he is saying.
Do not impress people with high sounding language.

Note:
An employee communicate with an average of 24 people/day.
Communications arrive electronically (72%) and by paper (28%).
Employees are interrupted an average of 6x an hour during the average workday.

4. Procrastination – means trying to avoid a task by putting it aside with the intention
of doing it later (long coffee break, long talk with friends)

To avoid procrastination:
Make a time log preparation – a chart of how long you spend each day in various
activities.
Log analysis – analyze in order to discover ways in which you can improve the mgt. of
your time (when productive or not)
Action plan – make the positive steps you will take to increase your time mgt. efficiency.

TIME MANAGEMENT
\ is a measure of our work in the office. It is a priceless possession. It is a paradox; a
resource and it is equitable.

Habits to cultivate in the Office:

Be proactive (programmer) – the power, freedom and ability to choose responses
according to values, accept responsibility for their own behavior and focus on their circle
of influence.
Reactivity – is allowing moods, feelings and circumstances to drive responses.

Begin with the End in Mind (write the program) – mental creation precedes physical
creation. Effective people create their own destiny. They mentally plan then physically
create own positive results.
First Things First – recognize what is truly important and dedicate yourselves to
organizing and executing around those things. “Things which matter most must never
be at the mercy of things which matter the least.”

Time Management Techniques:

Establish priorities – important tasks are carried out first.
Prioritizing – is determining the order of importance in which work will be
processed.
Priority tasks – are those that you must finish today.
Non-priority tasks – that can wait for tomorrow or even day after; not immediate.

Prepare Daily To-do-Lists prepare schedule for the following day

before closing time each day.
List the most important job first

Red (A) = most important ) uncompleted items be added

to Blue (B) = less important ) the next Black (C) =
rest ) day’s list.
Keep Schedule: Long, Weekly, Daily Schedules = group it accordingly.

Routine Work – tasks that make up a part of every office professional’s day
(opening, processing mail, ordering supplies)

Special Work – is any unusual assignment that vary with each employer.
(handling employer’s tax record, charity drive, etc.)

Handle Paper Work as Quickly as possible read and process the

paper then act on it. Handle the paper once.

5. Simplify Repetitive Work

Office Work Simplification – is to use common use to organize and eliminate
waste of material, equipment, time, energy, and space in the performance of
office work. Use batching technique.

6. Perform Tasks Correctly the First Timeimportant to produce acceptable (is

governed by a standard which is set for each piece of work) work on the first try. Plan
each task before you begin do not guess; focus on the correctness of the details as
you perform your job. ask assistance if not familiar about the job.

Develop a Procedures Notebook special assignments (handling tax report, expense

report, travel arrangements and helping community drive) need definite steps to be
followed to avoid trial-and-error procedure.
Make and outline form on the procedures to be followed in the office.
Take not all the signatories for your convenience and exactness of data.

Utilize Slack (slowness/lack of energy)Time use the time

productively to accomplish number of office odd jobs.
Clearing away papers not needed; rearrange files; replace old folders
Read articles related to your work and the technology you will be using.

ISSUES AND PROBLEMS THAT AFFECT OFFICE WORKERS’ PHYSICAL AND

MENTAL WELL-BEING (affects productivity)

STRESS – is the physical, chemical, or emotional state a person experiences at the

time of a crisis or when subjected to irritations and unpleasant situations. is the
response of the body to a demand made upon it (wants, needs, desires). experience
bodily or mental tensions and may contribute to serious health problems: heart and
stomach diseases.

Accdg. to Human Synergistics Int’l, the 3 industries that is stressful to employees:

telecommunications
financial services not-for-
profit associations
Distress – negative stress (bad impact in our lives)
Sick, cannot cope up with technology you’ll be physically, mentally and
emotionally ill.
Types of Negative Stress
Acute stress – occurs when a person has to respond instantaneously to a crisis
situation.
2 chemicals are produced: adrenaline and non-adrenaline = stimulated people to
perform incredible acts in a crisis by lifting extremely heavy objects but
afterwards you will become weak, hands are shaking and quivering of knees or
even collapsed.

Chronic Stress – occurs when a distressful situation is prolonged with no test or

recuperation for the body. It triggers the production of different biochemicals that
can cause:
High blood pressure ulcers
Kidney damage elevated cholesterol
Cardiovascular disease weakening of immune system Migraine
headaches cancer

Emotional problems:
Depression deep-seated anger self-rejection
Withdrawal loss of self-esteem

Cost of Stress

Organization: absenteeism and loss of productivity

Individual: illness and temporary loss of work

Accdg. to survey of American Stress Institute, between $2B-$3B were spent each year
due to.
Absenteeism accidents
Reduced productivity worker compensation, medical/legal, insurance fees
Employee turnover
 40% turnover and 60-80% on-the-job accidents are stress-related problems.

Common symptoms of stress:

heart palpitations 7. rash

muscle tension 8. fatigue
excessive perspiration 9. shifting sleep patterns
upset stomach 10. overeating or loss of appetite
headache 11. boredom
cold, clamsy hands 12. irritation

SYMPTOMS OF STRESS

BEHAVIORAL & PSYCHOLOGICAL

PHYSICAL SYMPTOMS SYMPTOMS

Back pains Accidents on the job

Churning stomach Alcohol and drug abuse
Exhaustion Being overly emotional
Headaches Depression
Heavy pounding of the heart Excessive smoking
Hyperacidity Feelings of great anxiety
Inability to sleep Inability to concentrate
Nervous fics Job insecurity
Overeating Loss of control over what appear to be
Peptic ulcers overwhelming problems
Skin disorders Psychological or physical withdrawal
Tight muscles from work environment
Weak or dizzy spells Sexual dysfunction
SOURCES OF STRESS

On the Job In the Home

Absence of job description Difficulties with children (truancy,
Demands of the job drugs,
Fear of, and resistance to, change, alcohol) and in-laws
esp. overnight technological change Differences with mate (sex, money)
that may cause displacement Dissatisfaction about role
Having to meet tight deadlines responsibilities
Lack of feedback for work well done Emotional needs (caring, love, trust,
No clear line of command empathy) not being met
Responsibility without authority
Unpleasant ergonomic conditions such
as noise, smoke pollution, and
crowding
Fear of, or distrust of, supervisor and
peers
Layoff brought about by downsizing or
economic downturn
Contributing Factors:

Role Ambiguity – inadequate info about his work role; no clear objectives/ expectations

Job insecurity – many organization are downsizing (reducing no. of employees); laying
off employee

3. Working Conditions & Relationships

a. Dehumanizing environment – people are treated as objects than individuals.
b. Poor working relationship with colleagues/supervisor
c. Lack of trust among peers
d. Lack of support from co-workers
e. Work overload

4. Dual-career families, single parents & extended families

- both parents are working leaving the children behind; divorce: so single parent
doing all the tasks at same time; tremendous pressure; taking care of Aging
parents – health problems living on same households.
5. Economic Pressures – difficulty in balancing personal budget. Serve longer working
hours to have adequate money to meet family needs.

Approaches Used to Minimize Stress:

Employee wellness programs – designed a tailor-made health mgt. programs and

providing facilities for jogging, swimming, relaxing in sauna, and aerobics.
Stress-Mgt. programs – seminars and programs wherein workers learn relaxation
techniques: meditation and yoga; discussion sessions that focus on physical fitness,
hypertension control, healthy dietary habits and control over alcohol and drug abuse.
Employee-assistance programs – employees are aided in planning three-day,
weekends, vacations, or sabbatical for rest, rejuvenation, and mental growth and
development.
Outplacement counseling service – offered to those who were laid-off workers a much
needed “shot in the arm.”
Health incentives – salary incentives and “well leave” (force leave)
Do a stress audit – make a list of circumstances that contribute to your negative stress.
Maintain a proper diet – intake of vegetables, fruits, legumes & do maintain high fiber in
your diet.
Get the proper amount of sleep – India saying: Sleep nurses all living things.
Use visualization – imagine and visualize pleasant scene to help you relax.
Clarify values – are principles that guide our life – honesty, fairness, love, security and
belief in higher being.
Reduce organizational dependency – do not depend totally on organization. Educate
and train yourself to be employable by a number of companies. Engage in continuing
education. Keep updated on technology workshops/seminars.
Understand role relationships – be sensitive to the needs of employer and co-workers.
Know what they expect of you. Be familiar with your organizational chart and
organization.

Burnout –is the depletion of one’s physical and mental resources caused by excessive
striving to reach unrealistic job-related goals. Mostly affected are workers with high
energy, lofty ideals, and unrealistic expectations.
chronic fatique, emotional exhaustion; job boredom; a negative, cynical attitude toward
one’s work; unfulfilled need for recognition; moodiness; poor
concentration; forgetfulness; and physical ailments: stomach disorders and backaches.

Smoking – affects a worker’s health, morale, efficiency, and productivity; increased

medical-care costs, insurance, material and labor losses, and reduced productivity and
morale.

Sexual Harassment – (Accdg, to Equal Employment Opportunity Commission – EEOC)

– it is an unwelcome sexual advances, requests for sexual favors, and other verbal or
physical conduct of a sexual nature” which usually interferes with work performance,
employment or advancement.
Office Romances – develop in business offices since people are placed in close
proximity to one another and thus their interactions encourage a relationship. It affects
their job performance, lower morale and decreased productivity among the office staff.

Nepotism – is the showing of favoritism in the employment of relatives; often creates

jealousy and resentment among the employees; discourage outsiders from seeking
employment in a family-held company.

Trauma – is a startling experience that has a lasting effect on mental life. The event
could be a result of a natural disaster, an organizational crisis, mgt. abuse that is
evidently felt by the workers, or personal loss of a job.
work place trauma: moodiness, alienation and behaviors of tardiness,
absenteeism and accident proneness.
sudden job loss, downsizing, layoff survivor’s sickness, with feeling of uncertainty,
anger, guilt and distrust.
Frustration – is a result of motivation or drive being blocked to prevent one from
reaching a desired goal.
APPROACHES TO STRESS MANAGEMENT:

Biofeedback – worker undergo medical guidance and learn from instrument feedback to
influence symptoms of stress.

Sabbatical leaves – are provisions to workers of paid or unpaid time from work to
encourage stress relief and personal education for development.

Counseling – is the discussion of a problem that prevents a worker from doing his job
efficiently.
 CHAPTER 4. ETHICAL BEHAVIOR

Ethics is the study of man as moral being, one who is rationally able to
distinguish between right and wrong. It examines how man is accountable for his
actions and his consequences. It proposes how man ought to live his life – meaningfully.
Ethics is concerned with morality, the quality which makes an act good or evil, correct or
wrong. Ethics examines and explains the rational basis why actions are moral or
immoral thus it is concerned with the norms of human behavior.

Ethics is a set of moral principles or values that govern the conduct of an

individual or a group. What is lawful conduct is not always ethical conduct.

Could ethics be measured? No. What is considered ethical by one person may
not be by another.

5 Major Areas of Ethics

1. Ethical fundamentalism – what a person looks to an outside source for ethical

rules or commands (Bible, Koran). It does not permit people to determine right
and wrong for themselves.

Code of Ethics – these is an established ethical principles for every employees.

2. Utilitarianism (Jeremy Bentham) – it dictates that people must choose the action
or follow the rule that provides the greatest good to society.

Kantian Ethics or Deontology (Immanuel Kant) – a moral theory that says people owe
moral duties that are based on universal rules (Do unto others as what would have them
do unto you).

Deontology is based on principles:

consistency – all cases are treated alike with no exceptions.
Reversibility – the actor must abide by the rule he uses to judge the morality of
someone else’s conduct.
- so if you apply deceptive practices in your business then it is right for
competitors to do so.

4. Rawl’s Social Justice Theory - a moral theory that says each person is
presumed to have entered into a social contract with all others in society to
obey moral rules that are necessary for people to live in peace and harmony.

Distributive Justice Theory – the principle of justice should be chosen by

persons who do not yet know their station in society; thus, their “veil
 ignorance” would permit the fairest possible principles to be
selected.
5.Ethical Relativism – it holds that individuals must decide what is ethical based on
their own feelings of what is right or wrong.

E.g. committing fraud – if you think that is ethical then that is ethical.

Ethical Theories:

The inquiry on the ultimate purpose of human life is a central theme of ethics
which include some theories, namely:

1. Hidonism is based on the teachings of Epicurus who regards pleasure as the

ultimate good of man. According to him, pain is an evil to be avoided. And because
some pleasures may also cause pain, one must be choosy about his pleasure.
Contrary to the popular notion, Epicurus does not recommend indulgence in sensual
pleasures. But the word “hedonist” is a descriptive of a pleasure-seeking individual,
“a low-life”.

2. Aristotelianism proclaims the supremacy of reason over man’s lower appetites.

Thus, the highest good of man is the contemplation of divine truths. The reasonable
life is that which is in accordance with temperance, nothing by excess and nothing
by defect: Golden Mean.

3. Thomism is based on the teachings of St. Thomas Aquinas. It holds that the ultimate
purpose of man consists in the Beatific Vision of God which is possible only in the
next life and only with the aid of supernatural grace.
4. Utilitarianism defines pleasures as that which gives the greatest happiness for the
greatest number of people.

5. Evolutionism laments the inadequacy of reason to guide man in the complexities of

life. The attainment of personal fulfillment which is the ultimate purpose of one’s life
depends largely on one’s faith and personal conviction.

PROFESSIONAL IMAGE

Office professionals need to project a professional image thus “to be successful,

look successful” especially in business environment.

Factors Determine Professional Image:

1. Clothing
A clothing expert writes: “when you step into a room, even though no one that room
knows you or has seen you before, they will make ten decisions about you based solely
on your appearance.”
First impressions are largely visual.
Clothes will not compensate for weak credential or poor work habits but if you are neat
in appearance, you can open doors for better career opportunities.
Mix & match to create combinations, all well-coordinated accessories to project
appropriately and tastefully dressed picture.

2. Grooming
a well-groomed appearance reflects an image of success
and an aura of self-confidence.
Begins with personal hygiene, cleanliness, care of hair, skin, hands and make-up.
Concern for the details of one’s personal appearance can indicate carefulness about
work-related duties.

3. Posture and Poise

An expensive dress can look shabby on slouching or slumping figure.
Smooth and graceful movements even communicate fine mental ability and good
attitude.
A poised person overcomes tension and nervousness, exudes a peaceful spirit despite
pressure.

Poise – ability to appear calm, confident, cool, relaxed and composed even when
inwardly you are struggling at some difficult situation or person. - denotes
ease and dignity of manner.

4. Speech – the quality of your voice has an impact on your personality.

Refinement and good breeding is reflected on the kind of language you use.
Foul or gutter, slang language: destroys your professional image Use a
vocabulary that demonstrate wise and precise use of language.

Personal Attributes (soft skills) cannot be defined nor measured by could be

projected to clients.
Some professionals stand out from others as special that is because your personal
attributes set you apart and make you different from others.

Professional Attribute - refers to a devoted attention to the job so that it is

performed as completely, efficiently, and cheerfully as possible.
excellent team worker; pleasant & cooperative, enthusiastic and interested in the work.
Avoids complaining, not moody but tries to be agreeable most of the time.
Accepts, suggestions and supervision well; complies with office rules and regulations.

Ethical Behavior – possesses the strength of character to do what is right regardless of

the outcomes.
Refuses to engage in office politics but holds on to one’s value system.
Strictly observes office hours; does not watch the clock & disappear frequently.
Accepts responsibilities; not attempting to pass the blame to others for errors or
shortcomings.
Maintains honesty and integrity; respect the privacy of others.

Loyalty
Understands and defends the objectives of management.
Keeps company affairs to himself not discussing with others to discredit the executive or
company.
Supports the executive’s ideas, decisions, projects/programs.
Trustworthy – handles sensitive information and keeps silent on confidential information.
Committed to quality work on all occasions.
Willing to exert extra effort or make personal sacrifices when needed.

Flexibility – turns out good work under unusual circumstances or in new environment.
Responds to sudden changes in instructions.
Tackles jobs that have been done before; shows alertness and intelligence
Learns job requirements quickly.

Self-Esteem – has a strong belief in one self, one’s competence & one’s worth.
Radiates inner peace; displays confidence
Acts decisively in pressure situations; highly motivated to improve job performance

Not defensive, critical or uncooperative; has excellent ability to concentrate on

intellectual endeavor.
Focuses more on accomplishments rather than on failures.

Tact and Diplomacy – possesses a sensitive perception of the right thing to

do. Listens, acts & speaks in a manner appropriate to the situation Avoid
upsetting others due to careless or offending words.
Emphasize the positive rather than negative traits of others.
Suggests rather than command; requests rather than demand.
HUMAN RELATIONS SKILLS

Human Relations – is the art of getting along with different kinds of people, during which
an atmosphere of trust and confidence is created.
Public or Business Relations – is the objective of the company to build goodwill towards
its customers and clients thereby creating a good image of the company in the
business world.
PR – is the technique of inducing the public to have understanding for and goodwill
toward a person, firm or institution.

Factors Affecting PR:

What employees are saying about the company.

What customers are saying about the company.
The company’s role in the community.

The Art of HR:

Good public relations begins with god internal relations (people within the company).
People in an office should work together in harmony and in a friendly atmosphere of
“one big happy family.”
Ability to get along well with people and to make favorable impressions on them.

Secret of adjusting oneself to others: “Treat others as you would like to be treated by
them.”
It is not only liking people that matters but really an understanding of people that counts.
cater individual differences: make allowances for people of
different temperament/disposition.
Learning to cultivate the friendship of many persons of all types.
own personality grow in proportion to the variety of experience you have in contact with
many other people.

How To Develop Good Human Relations at Work:

Greet people warmly – need to greet before getting down to business.

Greeting – is a welcome gesture of friendly disposition.

Deal with others tactfully

Tact – is a nice discernment of what is appropriate to do or say in dealing with
others without giving offense.
Use persuasion instead of argument
better to urge than to argue;

Persuade – is an appeal not to threat so you make him do it of his own free will.

Recognize authority recognize various shade of authority and know who is

supposed to give you orders.
as a beginner, almost everyone give you instructions. The manner you accept
instructions, corrections and even criticisms may be a determining factor in your
progress.
Learn to love your work and be satisfied with it.
Need to consult your boss for advice when someone else gives her an assignment.
Respect all in authority

Be friendly but not too personal

A genuine friendship is an office contributes a pleasant atmosphere & harmonious
working condition.
Be considerate of other people’s feeling; don’t bore or embarrass others with long
recitals of your personal troubles and achievements.
Avoid serious personal relationship with your boss especially if he is a married man.

Use names and titles appropriately

Addressing other by first name is acceptable when dealing with same age and rank
within the department.
Superiors in the office or outside company: Mr, Miss, Sir or Ma’am

Be deserving of respect
Respect yourself first (behavior, manner of dressing, talking & dealing with other) to gain
respect from others.

Be thoughtful
Please, thank you - samples of little touches of courtesy and high regard for others.
Little things mean a lot – anniversary cards, birthday, greetings, message of sympathy
and greet personally.
A helping hand or thoughtful gestures, far more effective than words, that you are a
considerate person.
Help new employees. Welcome and help new employees

Be a team player
Assist in everyway to attain company’s objectives
Do your best in everything you do; do your full share; be cooperative at all times
Recognize the importance of others. Practice the golden rule. Practice office
etiquette

Ten Commandments of HR:

Speak to people – cheerful word of greeting.
Smile at people – 65 muscles used to frown; 15 only when smiling
Call people by name – the sweetest music to anyone’s ears is the sound of his name.
Be friendly and helpful
Be cordial – speak and act with genuine pleasure
Be genuinely interested in people – you can like everybody if you try.
Be generous with praise; cautious with criticism.
Be considerate with the feelings of others.
Be thoughtful of the opinion of others.
Be alert to give service. What counts most in life “is what we do for others.”

Employer-Employee Relationship
An employee should be friendly but respectful to his employer.
Avoid calling your employer by his first name.
Avoid personal jokes or wise remarks
Look for your employer’s good points and understand his weaknesses.
Don’t argue with your employer.
Be loyal to your employer. Praise if it is needed. Don’t say anything bad.
Employee should treat their employers with respect and not with fear.
Employers are expected to treat their employees with respect,
courtesy and consideration.
Employees should respect the chain of command.
Employees should always be willing to accept responsibilities. If you do not know how
to do the job, ask questions.
Always do your best in everything you do.
Always strive to improve on the job.
Be willing to admit your mistakes and learn from it.
When more works are assigned to you, do not complain.
Avoid serious personal relationship with married people in your office.
PART II. OFFICE TECHNOLOGY

CHAPTER 5. INFORMATION CREATION

Information is created in the office in a variety of ways. For example, your

supervisor may create a longhand draft; key a draft on the computer and hand you a
disk to work from in completing the final product; or, in a few cases, use a dictation
machine. You may create information directly at the computer, use a symbol or alpha
system of shorthand in taking notes from your supervisor, or use a dictation/recording
machine to record notes. However, the creation of information through the taking
shorthand notes and/or machine dictation/recording is used less and less by most office
professionals.
Computer technology makes these methods less efficient for the most part than
direct creation at the computer. There are some areas where shorthand systems are still
used extensively. For example, in courts of law, court reporters take shorthand notes
using a machine. There are times in the office when a computer is not handy, so the
office professional takes shorthand notes. You may work for someone who prefers to
dictate to you. Dictation and recording machines may be used to take the proceedings
of a meeting.

Information is created in the office in a variety of many ways:

Longhand draft keyed in a computer; use shorthand notes, use dictation/recording
machine

Information Input:
Computer keyboard – basic input device
Scanner – an input device for data that is used extensively.
Voice-Recognition technology – is an emerging input device.

Technological advances:

Touch screens infrared devices touch pads

Mice and trackballs pen tablets pucks

Input Media

Computer keyboards – most frequently used input device. It has numeric and alphabetic
keypad with extra cursor keypad devoted solely to moving the cursor & scrolling within
the document. Scanners
 It has 2 basic designs:
flatbed scanners – area able to handle bound documents since they operate in a similar
fashion to copy machines. Lift the top and place the document face down for scanning.
sheetfed scanners – handle stacks of paper that are loaded automatically.
- multifunction scanner that is designed for small offices and home use.

Specialized Scanners:

OCR (Optical Character Reader) scanners – can read keyboarded or typewritten

information and handwritten documents.
used widely in US Postal Offices to scan mail for quick distribution rather than having to
hand-sort each piece of mail.
OCR reads from bottom of the address upward.
MICR (Magnetic Ink Character Reader) – is used extensively by banks to reach the
magnetic ink numbers preprinted on checks and deposit slips.
provides high-speed reading of financial info and transferring to disks or tapes where
the data can be stored and manipulated in further preparing statements and reports.

Barcode Scanners – are the most common form of automated data entry.
UPC – Universal Product Code – found in every product/grocery product.
fixed data barcode – found on grocery products: computers the customer’s grocery bill.
Variable data barcode (lottery ticket) – are used on all kinds of documents and labels.

Handheld scanners – are used by a variety of retail establishments, such as department

stores (reading in process of items to the computer) and mail delivery businesses
(document tracking).

Speech/Voice-Recognition Technology
Continuous Speech Recognition – in which the user can speak normally and the
computer decodes the voice.
Discrete voice recognition – in the past the user had to pause between each work
spoken.

INPUT DEVICES

Mouse – is a small hand-controlled device that operates like a remote control box and
allows the user to move the cursor and choose menu commands without
using the keyboard.
Trackball – is a stationary ball that you roll with the tips of your fingers to move the
pointer on your screen. Installed on the keyboard or clipped to the side of
laptop or portable.
Touch Screens – the user touches the desired choice on the screen with his fingers.
(hospitals, fast-food restaurants, gasoline stations, office bldgs.)
Touch pads – similar to trackballs in operation and look like an Etch-A-Sketch pad.

Infrared devices – is the remote control that we use to change the channels on the TV.

Pen Tablets – is a pen-shaped stylus for writings and drawings.

Puck – a device similar to mouse, but has a clear window of built-in openings that
provide the user with greater precision.

INFORMATION PROCESSING

Once information is created and inputted, it will then be processed electronically.

Computers are the means of processing.
5 Main Categories of Computers:

1. Supercomputers – are the Goliaths of the industry. It operate at 1.06 teraflops/

second (1 teraflop = 1 trillion operations). some had 368 gigaflops/second (1 gigaflop
= 1 billion operations)
for 2002: operate at speed of 1 petaflop/sec (1 petaflop = 1 quadrillion operations)
This is used by the federal government, and worldwide weather
forecasting and weapons research.

2. Mainframe computers – are large computers that accommodate hundreds of users

doing different tasks. Commonly found in large businesses government
agencies.

3. Minicomputers – are midrange computers and are generally used in middle-size

businesses. They are slower, have less storage capacity, and are less expensive
than mainframe computer.

4. Workstation Computers (Supermicros) – are the upper-end machines of the

microcomputer. High-speed microprocessor, increased memory, and
increased hard-disk storage capacity over the microcomputer and able to
several users.

5. Microcomputers (Personal Computers) – are the smallest of the computer systems. -

PC since they are widely used in the home, business and education.
 2 Basic Types of Portable Microcomputers:

1. Notebooks – laptops – capable of performing almost any task that a desktop/

computer can perform.
indispensable to numerous workers with the virtual work environment of today.; 7 to 8
pounds.

2. Handheld computers – are the smallest of the portables. Used for maintaining
calendars, address lists, writing short notes and memos, preparing to do lists,
browsing the web and sending or receiving email; palm-size 7” x 4” typical size.

CPU (Central Processing Unit) – is the brain of the computer system.

2 Basic Parts of CPU:

1. Control unit – regulates the different functions of the computer system; all
instructionsto the computer are interpreted here; it directs when, how, what to do.
2. Arithmetic/Logic Unit – performs all mathematical calculations; handles logic
operations by comparing both alphabetic and numeric data.

2 Main Types of Storage Components:

1. Primary Storage – is contained in the computer itself. It holds data until it is
processed and/ or transferred to an output device. Byte – is the smallest unit of
computer storage. Kilobytes (KB) – thousand-byte units
Megabytes (MB) – million-byte units
Gigabytes (GB) – billion-byte units
Terabytes (TB) – trillion-byte units
2 most common categories of memory:

RAM (Random Access Memory) – necessary for manipulation of data; allows to

change data that is you can work with word processing document.

ROM (Read-Only Memory) is necessary to keep permanently etched in the computer’s

memory vital information concerning its overall operation; allows computer; contents
cannot be modified; it can only be read, not changed.

Storage Devices:

floppy disks
Zip disks and devices – portable disk drive primarily to meet the needs of mobile users.
Compact disk storage – is a storage medium for digital data.
Hard disks – magnetic disks or hard drive are secondary storage for mainframes and
minicomputers.
is the one that operates as an integral storage device for the PC.
Magnetic tape – used as a storage medium for mainframe computers for years for
archival and replacement purposes.
CHAPTER 6. REPROGRAPHICS

Reprographics – is the process of making copies of documents.

Reproduction (copying) of documents by any process that uses light or photography.
Refers to any piece of equipment that produces multiple copies of an original document.

Basic Factors in Duplicating

Number of copies 6. number of sides
characters of material 7. quality desired
color 8. speed
size of copy 9. dependability
type of paper 10. costs
Types of Reprographics:

Handwriting
Typewriter
Fluid process is the refinement of an older process known as “hectographing”.
Ditto process – is a registered trademark
Direct process – paper touches the master directly on the duplicator
Spirit process – since an alcohol-like fluid is used.

Mimeograph process (ink-stencil process) – popular method of duplicating since it can

quickly and easily reproduce different kinds of material on inexpensive duplicating
paper.

Stencil – consists of tough, porous tissue paper covered with a think coat of wax
or plastic-like material.
Stylus – instrument used in writing, cutting, ruling and lettering cut in to the
stencil by hand.
Stencil corrector – used to erase mistakes Parts

of Stencil: Stencil sheet, cushion, backing

Special Techniques:
Die-impressed stencils – letterhad, ruled form or routine message already precut.
Form-topped stencils – special guidelines printed on them to help you position the
message.
Electronic stencils – ready-to-use stencils that has an original layout.

5. Printing Processes
John Gutenberg (1453) marked the beginning of modern-day printing by casting
separate metal letters called typed marked.

5 Methods of Printing:

Letterpress – the process of printing from an inked raised surface especially when the
paper is impressed directly upon the surface.
Gravure – the process of printing from an intaglio plate (stamping pad).
Intaglio – engraving or incised figure in stone or other hand material so
that an impression from the design yields an image in relief. Engraving – to cut figures,
letters or devices for printing; to form by incision in wood or metal.

Screen – a flat surface upon which a picture or series of pictures is projected or

reflected.
Offset – an inked impression from a plate is first made on a rubber-blanketed cylinder
and then transferred to the paper being printed.

Photocopy processes – is designed for the purpose of producing one or more copies of
an existing document without preparing a master or utilizing special media to copy the
original material.
it is fast, efficient and relatively economical when used to produce one copy or a small
number of copies.
Classification of photocopy:

Chemical 3. wet – diazo, diffusion transfer, dye transfer, stabilization

Physical 4. dry – thermal, dual spectrum, electrostatic

3 Photocopy Processes:

1. Diazo – uses a dye that is produced by combining 2 chemicals adiazonium

salt (diazo) and a coupler (an agent which enables 2 chemicals to mix that
normally do not mix). Exposing an original and a special copy to UV light; used
in Engineering, architectural or construction offices (blue printing).
2. Electrostatic – dry copies of making duplicate copies
 Xerography – opposite electric charges attract each other; black powder with
an opposite charge is then fused to paper by heat, thereby
printing the copy.

Thermal – utilizes heat to create an image or copy; an infrared light rays pass thru a
copy sheet to the original then a light rays hit an area on the original that has an image
causing the copy sheet to turn black thus print the image. (photo stencil, fluid duplicator)

Copiers

4 Categories:
A. low-volume copiers – are called convenience copiers – suitable for small
offices where jobs are only a few pages in length; run 500-20,000 copies/mo.
a. low-high = 15-20 CPM
b. low-medium = 15-20 CPM
c. low-low units = 10-15 CPM
B. Mid-volume copiers – generate between 25-56 copies/min and can produce
as many as 70,000 copies/mo.

C. High-volume copiers – used in centralized copy center where they can serve
an entire organization. It is capable of producing over 90 copies/min with
monthly volumes from 20,000-150,000 copies.

D. Copier/Duplicators – it can produce approximately 150 copies/min with

monthly volumes of over 50,000 copies. It has an ability to run 10,000 copies
in a single run.
Digital copiers – create originals from data downloaded from a connected
computer or network with flexible manipulation of images thru
editing.

Copier Features:

Reduction & enlargement – can reduce/enlarge as much as 200-500%.

Duplexing – is copying on both sides of a sheet of paper.

Color reproduction – offer more than 1 color ink in the machine.

Document or digital editing – using control keys or a wand (scan letters, nos. on
price tags) the operator can mask (delete copy by covering), move and
manipulate the copy to alter the image.

Diagnostics – equipped with microprocessors that monitor and identify copy

status and problems and display the findings on a read out panel.
Collate and staple

Interrupt key – is a device that permits the operator to stop the copier at any point
in the copying process (if wishes to discontinue).

Help button – allows the inexperienced operator to get help.

Job recovery – stops the copier and remembers how many copies have been made.
When ready to finish the project, the machine automatically picks up
share it left off and makes the required number of copies.

Automatic folding – fold into 81/2 x 11 for convenient handling and distribution.
Could be offset – not folded to the edge of the paper for ring binder.

Book copy – you can place an opened book on the copier without having to turn the
book around to copy facing pages.

Online binding – can be bound with thermal adhesive tape.

Image shift – it automatically add ½” (or whatever needed) to the left margin for
binding.

FAX MACHINES (fax – 1964 1st commercial fax) – is a type of copier that
electronically sends an original document from one location to another via
communication networks.
Features:

Fax broadcasting – is the ability to personalize and transmit to multiple locations

simultaneously.
- fax a single document then a computer individualizes and faxes it to
hundreds or thousands of recipient in minutes.

b. Dual access – perform a number of tasks at one time (scan a document

while transmitting or receiving but cannot call while sending).

c. Fax-on-demand – is the service of storing info for instant retrieval via

telephone and fax.

d. Color fax – makes it possible to scan any high-resolution color image and
transmit it anywhere in the world in a few minutes via standard telephone
lines.
 e. Autodialers – automatically redial a busy no. after a min. or two and store
from 20 to 200 numbers into memory for one-button code dialing.

f. Portable fax – is a telephone handset and a small fax machine.

g. Elimination of junk fax – special device to prevent problems with junk mail
clogging. Sender must know the security code.

Shredders – are used to destroy sensitive or confidential information by cutting paper

into strips or confetti-like material. It is used in mailrooms.
PART III. COMMUNICATION

Chapter 7. OFFICE COMMUNICATION

COMMUNICATION
Is the ability to make, know, impart and transmit information’s thought or feeling so that
it is adequately received and understood.

Self-concept – is the way you see yourself, who you believe you are, what your
strengths and weaknesses are, and how you believe others see you.

e.g. Math/Chem difficulty because that is how you believe yourself so it

will reflect the way you communicate.

Experience – through experiences you know your what is your strong points and your
like and dislike. Cannot pursue courses which you hate thus get low
grades.

The more positive comments you receive as you engage in new experiences, the more
positive your self-concept becomes.
Negative comments hurt your feelings, self-esteem and contribute to the development of
negative concept.

Verbal Communication – is the process of exchanging ideas and feelings through the
use of words.

Non-verbal communication – is the process of exchanging ideas and feelings thru the
use of gestures.
Both might be the source of misunderstandings due to:
differences in background
differences in experiences
Body Language
yawning in the meeting/classes: not interested
Eye contact is extremely important in Americans (low self-esteem, shy, uninterested in
what we are saying but in Asian, Latin Americans and Caribbean cultures feel that it is a
sign of respect to avoid eye contact).
It is important to learn cultures than to make assumptions.

Voice quality
Loud tone is usually associated with anger.
Soft tone – calmness and poise
When two people talking softly, it indicates that they are at ease.
Pitched higher – she is tense, anxious or nervous.
Talks faster – when angry or tense; nervous giggle; a quivering, emotional voice and a
breaking stressful voice.
Low pitch/slow pace – intimate or relaxed tone.

Time
American implicating if punctual during interview it means to the prospective employer
know that you care about the position.

In school, tardy or late paper/project means penalty/deduction.

In Spain, Mexico, and Italy, Greece – if you’re late for 30 mins. that is perfectly
acceptable.
America – once food is served, eat quickly, expect to have the check by the time you
finished eating, pay your food and leave immediately.
Italy – lingering over a cup of coffee at an outdoor café is repeated anytime of the day,
waiter does not pressure you to leave, not bringing check unless you ask for it.

Space
Americans use space in particular ways in all areas of their life.
The higher up the organizational ladder one climbs, the more space that is generally
provided by the company.
President’s Office – large with more expensive desk and furnishings.
Personnel – use modular workstations.
Mexico and South America – tend to get very close to someone when they are talking
space and not viewed positively.
Rule: If we don’t know we’ll stay foot or two away (not friend/impersonal)

Territoriality – the act of laying claim to and defending a territory.

Proxemics – is the study of the personal and cultural use of space.

A. Communication Barriers

Language usage
Etymologists – specialists in the study of words.
E.g. America: standing in line (wait in line)
British: “queuing up” since elevator is called “lift”
Breeding – the way you’ve been raise up in your family (discipline)

Evaluation – a tendency to judge and to approve/disapprove of the person making the

statement. it is made from the listener’s frame of reference and experience.
Looking at a person physically, you’ll say has good but it’s otherwise, solve it by
listening with understanding.

Allness – when an individual presumes that what he says or knows is complete,

absolute, and all-inclusive.
As if knowledgeable all the ways knows too much!
Do not presume that when someone brought racquet he is a player in tennis.
We can’t have all the information about the person or subject.

Inference – is the process of deriving logical conclusions from premises known or

assumed to be true.
Act upon on what they believe to be true when it’s not.
e.g. found an ambulance in your house, you’ll conclude that someone’s ill/meet an
accident when actually it’s not. The ambulance is just using your garage.

Categorization – is the ability to compare, contrast and classify objects, persons or

ideas.
How good are you? When you’re still a child you learned how dog logs and how it
sounded. Later on you discover many breeds of dogs/category.

Cultural Differences
Korean culture – smiling means shallowness or thoughtfulness.
Japan – smile equated with frivolous behavior (unbecoming). “Yes” to them does not
mean “yes”.
Japanese are taught to withhold their personal opinions “Silence is a virtue” proverb.
avoidance of eye contract means that the person is being polite and non
confrontational. Mothers often scold their children for staring into people’s eyes
when they speak.
Asians – high regard with teachers so they found it hard to air their views in class; it is
almost a sign of disrespect.
Brazil – the gesture of thumb and forefinger forming a circle (“ok” in American) is an
obscene one.
France/Mexico – having 30 mins. Late to an appointment is perfectly acceptable.
Iran – giving someone yellow flowers mean hating them.
Brazil, purple flowers associated with death.
China – white color is mourning.
Indian/Indonesian homes – if the host goes shoeless, the guest should do likewise.
Asians – do not approve of public displays of affection (PDA).

B. Barriers to Effective Communication

1. Differences in Perception
Perception – it is a way of interpreting situations based on individual’s personal
experiences.
Ex. Older office worker are often unable to “tune in” younger workers wavelength
so there is difficulty in communicating.

listening is probably the most important and yet the most neglected dimension of
communication. Listen the whole story before giving perception.
2. Semantics – is the study of word meanings and their effect upon human behavior.
Itis interpreted differently by the sender and the receiver.

3. Status – level of individuals in the organization structure, influences the quality of

communication.
easier to talk when you’re equal in rank than manager and staff.

Slanting – is the conscious manipulation of facts in order to distort events (to appear
competent in the eyes of the employer). Managers either dilute or water
down the messages so that workers could not receive all the information.

Information Overload – is the communication of an excessive number of details

about company operations and personnel activities. Managers must guard
against the urge to create information and store it simply for information’s
sake.

4. Preconceived Judgment or Opinion (Bias)

Bias/Prejudice – is the highly personal judgment or opinion formed by an individual
before the facts are known.
Stereotyping – is the formation of a commonly held mental picture of how people of
particular sex, religion, or race appear, think, feel and act.

5. Organization Climate
- some encourage workers to express their opinions openly while others not.

6. Business Jargon – consists of technical terms and idioms that are peculiar to a
 special group or activity such as business.

7. Poor reading skills – so there is need to read.

8. Time pressure – overly busy office manager who does not have time to see all
workers or talk with them as fully as they might desired.

9. Noise – all machines inside the office or employees talking with each other.

10. Physical distance – very far from each other.Barriers to Effective Communication

1. Lying – is the deliberate deception of others to their detriment or your gain, not
telling the truth.

2 Groups of signals:
A. facial indicators: eye area – eye contact, blink rate, pupil dilation facial
expression balance
liars – a) blink oftentimes; if unhappy, the pupils constrict; if emotionally arouse the
pupils enlarge.
b) two sides of the face many not match

c) blushing – if lying or hiding something

B. General indicators – sweating, expression duration, initiation and non-verbal

communication.

Expression duration – refers to the length of time that an expression is held.

Expression initiation – refers to the timing of an expression (crying after is lying)

2. Perceptions – is the process of directly becoming aware through any of the senses.
- seeing things as they really are.

3. Emotions – try your best to control your emotions because a loss of control often
results in a loss of respect by the recipient. Be calm, positive, and have friendly
atmosphere in your interpersonal relationship to avoid embarrassment or pushing.

4. Over eagerness to respond – tend to finish your sentence for you during a thinking
pause or interrupt you in the middle of a sentence.
- maybe you’re knowledgeable on the topic or too busy person.

5. Snap judgments – drawing a conclusion instantly or with insufficient data. It is

harmful cause they are based on limited information or first impressions.
6. Closed words – are all-inclusive words that eliminate the possibility that exceptions
exist. E.g. all salespeople are liars; the whole department is useless

7. Attacking the individual – involves discussion people or their appearance rather

than the real issue.
- criticize behavior not people; listen to what people say rather than how they
look, dress, sound when they say it.

8. Judging – forming an opinion; don’t judge, report facts.

9. Rank – person’s relative status in an organization. Employees are reluctant to bring

a problem to someone of higher rank.

10. Credibility gaps – when you promise you must comply since if you’ll not, he will not
believe your future statements.
11. Gatekeepers – are people or devices that control access to another person. They
determine what information received by key decision makers.
12. Noise – disrupt you in trying to convey some important information to another
person.

13. Wasting the thought – speech rate differential (too fast in talking).

14. Poor listening – hearing and attending to the information that is heard.

15. Verbal cocoon – is a condition of not receiving information or receiving incorrect or

partial information.

How to Breakdown Communication Barriers

1. Encourage upward communication – is when the sender is closer to the frontlines of

the organization than is the receiver; employee suggestions.

2. Have an Open-Door Policy – any time employees want to see managers, can drop in.

3. Use face-to-face communication – more effective than written orders in reducing

misunderstanding because the sender can receive feedback immediately to
discover if he has been understood.

4. Avoid credibility gaps – to prevent from distrust (words do not substitute for actions).
a. Hear what you say
b. Believe what you say
c. Be willing to act on what you say
5. Write for understanding – don’t complicate your messages. Write with K.I.S.S. (Keep
It Short and Simple – Stupid)

6. Watch your timing – optimum timing is as important as your choice of words as you
talk with parents, children, customers, etc.

7. Be sensitive to others’ feelings and needs – empathetic speaking and listening are
essential for effective communication.

The Four C’s of Written Communication:

1. Complete – provided the necessary facts; answered all the receiver’s questions.
2. Concise – avoided unnecessary long and complicated words; paragraphs are short
and easy to read; answers all the Ws?
3. Correct – accurate, check grammar, spelling, etc.
4. Conversational – written in a friendly receptive manner; evoke the response you
want; avoided complicated/flowery phrases; put life into writing through the use of
active verbs

COMMUNICATING TOOLS IN THE WORKPLACE

Telephone (early 1800)– is an indispensable tool in every organization. It is inexpensive,

convenient, rapid and direct means of verbally communicating information.
Telecommunication – is the electronic transmission of text, data, video, or graphic. It is
the accurate and quick exchange of information between two or more points.

Morse Code – first method of transmitting ideas other than by written message. Words
are converted to coded dots and dashes and sent electrical impulses. These
signals were transmitted over wire lines that were strung from one location to
another. Messages had to be decoded and put on paper before delivery.

July 1, 1881 (Alexander Graham Bell, Boston) – had the 1 st telephone conversation with
Thomas Watson, a few miles away from Cambridge. In the radio, it took 30 years
to reach 50M people; TV – 13 years; 1998 – more than 100M people used the
internet and expected to reach 250M by 2003.

Networks – integrate or link systems to expedite the flow of information so that business
people can be more responsive to rapidly changing business conditions.

Advantages:
1. The telephone is a real conversation between two persons in which information
can be exchanged, ideas-expressed, plans and problems considered in friendly or
business-like discussion.
2. Telephone call is like an office personal visit, no appointment needed yet sitting
comfortably in the office.
3. Used for preparatory discussion, collection of information or making arrangement
of meetings and appointments.
4. Very effective in reducing traveling cost.
5. Effective in increasing sales, handling low volume accounts and contacting
delinquent accounts.
6. Aid in building the goodwill of any enterprise and help get work accomplish.
7. Many important matters of minor importance can be settled by telephone
satisfactorily and in a minimum of time.

Telephone and Related Equipment

1. Switching System
1.1 Key system – used by small companies. It can handle up to 80 units because it
appears economy and efficiency.
Incoming calls ring at central location but can be answered at any telephone.
Outside or intercom calls could be announced by a special tone or voice signal.

PBX System (Private Branch Exchange) is used by large companies. It can link up to
10,000 telephones (voice terminals). It uses computer software to connect the call with
the company extensions. This is a sophisticated computer offering dozens of
features. Employees have their own last 4 digits telephone PBX extension
number.

Centrex (Central Exchange) is a service provided by the local phone company that
offers PBX-like features to a business without purchasing a switching system or
computer software. It is ideal for a mid-size business. This provides direct inward dialing
(DID) – all calls go directly to the number dialed.

2. Telephone

1. Dial telephone – conventional rotary dial telephone with ten holes for dialing the
number of letter number combinations.
2. Touch tone telephone – it has 12-button keyboard arrangement.
3. Single-line telephone – its either dial telephone or push-button telephone.
4. Key phone system – has multiple buttons and number of calls from both inside
and outside the office and can receive calls simultaneously.
 5. Cellular telephone3 Types:
1. Mobile phone – is an essential component in a vehicle. Permanent fixture
enables one to stay in touch even while driving.
2. Transportable type – most powerful telephone.
3. Handheld type – communication right at the palms of the hands.
Cordless telephone – is useful to the owner/holder to communicate short distances.
Videophone (picture phone) – similar to TV set. It provides callers with the opportunity
to see and hear each other’s facial expressions and gestures.
You can allow person on other end to see you or maybe block him/prevent him of
seeing you.

Other Telecommunication Devices and Systems

Pager (beeper) - is a personal signaling device which is carried out and clipped to the
pocket or belt of the wearer. It is not a 2-way communication device that
means message can be read in the device only but cannot be answered.

Intercommunication system (intercom)

Telecommuting – is a system where office can be wherever an interested individual
can tie into a network via a telephone line and modem (modulate/demodulate)
electronic device that converts computer signals into telephone signals.

Teletex – include weather data, stock market reports, electronic newspaper. It is a

one-way transmission system. Information are sent through TV channels, a
personal computer or an interface device connected to a TV which could
retrieve and decode the information.

Videotex – a system where a customer can respond to information through a 2-way

transmission system on the TV screen. You can do shopping at home for a
variety of products placed in a fully automated warehouse.

Communicating By Mail

Classes of Mail Service

1. First-class mail includes all handwritten, typewritten or computer printout notes,

postal cards, bills, abstract of account, business, reply mail and materials sealed
against postal inspection.
2. Second-class mail includes bulk mailing of newspapers, magazines and other
printed matter which are not personal correspondence.
3. Third-class mail includes printed circulars, books, catalogues and miscellaneous
printed matter. It is usually mailed unsealed.
4. Fourth-class mail (parcel post) includes all materials not classified as first, second or
third class mail weighing 10 ounces or more. It is used extensively for the shipment
of packages.
5. Electronic Mail (E-mail) is the latest corporate communication tool. It provides a fast,
convenient way to communicate, reduces telephone tag and telephone interruptions,
facilitates sending a single message to multiple recipients, and fosters open
communication among users in various locations. E-mail reduces telephone bills and
eliminates time barriers by enabling users to communicate 24 hours a day, 365 days
a year.

ZIP (Zoning Identification Program) to speed up mail processing, delivery and to

enhance mail security.

Postal Products and Services:

Ordinary Mail all unrecorded items which are charged the basic postage and delivered
through the regular delivery channels (1st, 2nd, & 3rd)

Registered mail are accorded special security from acceptance to delivery. Registry
return receipt is given as evidence of delivery.
Special delivery a mail is accorded with special treatment upon arrival at the office of
destination (with additional pay and postage).

Domestic Express Mail (DEMS) is the faster means of sending urgent messages,
business documents or goods to addresses within its service network. It is delivered
within the following day.

Priority Mail is assured next-day delivery of unrecorded mail in areas within the scope of
service.

Collection Delivery Service (COD) mailable articles or merchandise maybe sent collect-
on-delivery, where the amount due is paid by the addresses upon delivery of the
articles.

Insured mail indemnifies the sender in case of loss or damage. It should be enclosed in
a strong wrapper securely fastened and sealed with wax bearing a private mark.

Fax Mail Service is an electronic mail service which provides the fastest means of
transmission and delivery of written messages or documents.
Domestic Parcel Service is convenient means of sending non-perishable foodstuff,
handicrafts, and other merchandise to addresses within the country.

Postal Money Order Service is a safe and convenient means of sending remittances. It
has a maximum of P20,000.00 to be sent by one remitter to a single payee.

General Delivery Service is used by transients who have no fixed address in a locality
can have their mail addressed to GDS followed by the name of the local post office
where they can call for them at their convenience.

Business Reply Envelopes/Cards maybe sent to parties within the country and returned
by mail to the sender whose name appears on the card or envelope as the addresses,
without prepayment of postage.

Lock Boxes are installed in major post offices for rent to postal customers. This facility
provides special handling, security and utmost confidentiality for mail of individuals and
business firms including government offices.

Postal Identity Card is designed by the Universal Postal Union. It is most widely
accepted mans of identification in postal transactions. Postal ID cards are valid for 5
years.

Philatelic products include stamp albums, covers and presentation packs are available.
PhilPost-Pak Carton Boxes and Document Tubes are packaging materials specially
designed to protect goods sent from bumps and scratches while in transit.

Mailing Trends

Aerogramme(s) is one item in the post office for international mailing. It is a combined
letter envelope.

Business-Reply Cards and Envelopes is used by companies or organizations to

encourage more customers and prospects, to reply sales letters, subscription forms,
questionnaires, obtain acceptance offers, to collect fees, etc.

Postage Meter – envelopes are fed without the meter and are stacked, sealed, weighed
meter stamped and counted in one continuous operation.

Electronic Messages:

E-mail (electronic mail) allows quick and efficient communication through the computer.
This is a computer-based message system has become one of the most commonly
used method of sending information to the office staff within the company or to
individuals or offices across the nation and world.

Fax Transmission (facsimile) is electronically sends a document through communication

networks. It is best use to send graphics, unnatural and unconventional characters and
illustrations which is not possible in other means of transmission.

Voice Mail/Voice messaging is an efficient means of sending and seeking information

with just one call.

Emerging Trends of Offices

1. Environment changes occurring in our business and social environment.

Rapid technological change – is rapidly accelerating rate, complexity and intensity of
change. The time lag between technical discovery and application for
commercial use has reduced greatly.

Knowledge explosion – new knowledge in technology has been developed in the entire
history of mankind.

Greater interdependence of institution, government, business and education closely –

the events in one part of the world would gave greater impact on people all over the
globe.

Turbulence and uncertainty – is has rapid unexpected events “revolutions”, women’s

rights, morality, anti-establishments.

Large-scale, complex, multinational companies – refers to the bigness on a world-wide

sale basis as part of the future. Derive big profit from foreign skills.

Increasing importance of people problems – has more time, money and energy that are
directed in meeting people’s problems: unemployment, welfare, crime, housing,
schooling.

Increasing importance of environmental problems – more attention is focused on Planet

Earth, pollution, conservation of resources, energy, etc.

Reversal of roles for management and labor – management is viewed as a proponent of

change and labor.

II. Changes in the Workplace

More highly educated – steady rising level of education in a workplace.

Trend toward continuing education – there is knowledge obsolescence so continue

studying.

Increasing job mobility – to seek new opportunities for growth and advancement.

Population explosion

New avocations and vocations – technology brings new fields of endeavor, new
vocations, specialists in new fields.

Increasing affluence – means increasing level of expectations due to technology.

Younger work force – increase number of workers between 30 years old and 50.

Increasing use of minorities – is giving more importance to minority people.

III. Work Attitude and Values

Commitment to themselves – means focusing more on profession rather than to the

organization. View the organization as a place to utilize their knowledge and skills and
can quickly move on to another place if it provides a better opportunity. Loyalty to
company is replaced by loyalty to profession.

Desire for more involvement – there is participation and autonomy much earlier in a
person’s work career.
Changing attitude regarding work and leisure – formerly, it is viewed as work as a duty;
leisure as a reward. Today work itself should be enjoyable and satisfying. It should be
fun but not a chore.

Higher level of wants and needs – we need not only the basic needs but need to be
respected from others, successful, self-fulfilled and accomplished something worthy.

Respect for knowledge rather than rank – what matters now is more on possessing
greater knowledge and expertise in any given field of work rather than position or
ranking in an organization.

Greater awareness of social responsibility – more young are seeking out those
organizations which are fulfilling their responsibilities to the communities and areas in
which they operate.

Revolt against conformity – not just yes but people wanted it to operate in their own
way.
IV. Tasks and Goals

More technical, complicated and not programmed – unexpected changes, create major
shifts in the composition, sequencing and importance of tasks and goals.

Greater need for intellect – requires more and more intellect than muscle; machines
replace man’s use of muscle.

Too complex for one person – a variety of skills and knowledge must be brought to bear
on the tasks.

Require collaboration of specialists – goals are being organized on a team or project

basis to enable specialists from diverse fields to combine efforts.

More complex, multiple goals – balancing the different needs and interests of various
groups, employees, customers, stockholders, suppliers, the government and the
community.
PART IV. MEETINGS, TRAVEL AND FINANCIAL DOCUMENTS

CHAPTER 8. MEETINGS AND CONFERENCES,

TRAVEL ARRANGEMENTS

A great deal of organizational time is spent in meetings. Approximately 50

percent of the upper-level executive’s time may be spent in meetings. The Office
professional also spend a number of hours each week in meetings. It is important that
meetings should be spent productively as possible since it is costly to the business or
organization.

As an office professional, you will have the responsibility of helping your

supervisor plan and schedule all types of meetings and conferences. You should
develop the knowledge and skills to assist your supervisor in holding meetings that are
productive for all members and, therefore could efficiently make use of organizational
time.

Meeting Effectiveness:

These are the criteria that make meeting an effective one.

There is a definite need for the meeting.

The purpose is stated and clearly understood by all participants.
The appropriate people are in attendance at the meeting.
An agenda is prepared and adhered to.
All members participate.
There are outcomes achieved as a result of the meeting.

Unnecessary Meetings:
Most of us have been involved in such conversations and have attended
numerous meeting that were totally ineffective. Many times, meetings are called that are
not appropriate and should never be held. Meetings are not good when:

There is no clearly defined purpose for the meeting.

No consideration has been given to the people who need to be in attendance.
Confidential or sensitive personnel matters must be addressed.
There is inadequate data for the meeting.
There is insufficient time to prepare for the meeting.
The information could be communicated more effectively by memo, fax, email, or
telephone.
There is a considerable amount of anger and hostility in the group and people need time
to calm down before coming together.

Necessary Meetings:
Meetings could be appropriate when:
A group needs to be involved in solving a problem or making a decision.
An issue arises that needs clarification.
Information needs to be given to a group.
Communication needs to occur quickly with a large number of people.

Meetings should have a purpose thus considerable planning needs to occur

before the forum. The meeting leader must understand the role and be well-prepared for
the meeting. The participants also must understand the need and purpose of the
meeting, prepare before the meetings, and be active participants during the meeting.

Role of Meeting Leader

A meeting leader must be skillful in running a meeting. He must have the ability
to engage people in an effective conversation around the issues. The leader, too, must
be able to bring closure to the agreed-upon objectives.

These are the roles of meeting leader:

Make the purpose and objectives clear.
Adhere to the agenda - he must sensitively but firmly bring them back to the agenda if
they stray away from it.
Manage time – begin the meeting on time. The leader must be sensitive to other time
commitments made by the participants. Do not let them wait for those who are late
comers.

Encourage participation – once the meeting begins, the leader is responsible for seeing
that all individuals participate. Let the participants know that you and the group value
their opinions. Help them feel comfortable enough to speak up. Make it easy to
everyone to contribute. Respect each comment that is made.
Lead a Balanced and Controlled Discussion – limit the domination of any one person in
the meeting. Positively reinforce all individuals for their contributions. Keep the
discussion moving toward the objectives and outcomes determined.
Handle Conflict – If it is anticipated that the meeting will be particularly volatile, the
leader may want to pass out conflict resolution guidelines. Clarify communication
barriers if a conflict arises.
Bring closure to the objectives – detailed steps as to how, when, and by whom it will be
done bring closure to the objective.
Evaluate the meeting – the leader should always seek clarification on exactly what is
meant. He may want to ask participants individually how they felt the meeting went. If
the meeting is formal one, participants are asked to fill out an evaluation form.

Role of Participants
Before the Meeting, participants are responsible for:
Responding to the meeting notice in a timely manner.
Reading any materials sent out before the meeting.
Evaluating the materials sent out in relation to the purpose of the meeting.
Calling the executive to clarify any questions that they might have before the meeting.

During the Meeting:

Being on time
Adhering to the agenda
Making contributions
Listening to other participants’ contributions
Respecting the leader’s role
Not dominating the discussion
Being nonjudgmental of others’ comments
Being courteous to each individual in the meeting
Taking notes, if necessary

After the Meeting:

 The participants may be responsible for some research, study, or action
before the next meeting. They may be also asked to work with a small group of
people in bringing back a recommendation to the next meeting.

Types of Meetings:

1. Traditional Meetings – include staff meetings, committee meetings, project team

meetings, customer/client meetings, board of directors meetings, seminars,
conferences, and conventions.
A. Staff Meetings – is one which the executive meets with a member of his staff. These
meetings are usually scheduled on a regular basis. The purpose of these meetings
is usually to handle the routine problems that occur and to review directions, plans,
and assignments.

B. Committee Meetings
Task force – is formed to deal with a specific issue or problem. Once the problem is
handled, the task force is disbanded.
Committee meetings may be established for an ongoing purpose to identify and address
safety concerns.

C. Project Team Meetings – used frequently in organizations with a specific project to

be accomplished.

D. Customer/Client Meetings – these meetings generally will be with only one or two
people.

E. Board of Directors Meetings – is done by most large corporations and organizations

operated with Board of Directors. Their meetings are usually governed with bylaws
which clearly delineate how board meetings are to be conducted. They meet once a
month or less with the Chairman of the board conducts the meeting and strictly
followed the parliamentary procedures.

F. Conventions and Conferences

Conventions are formal, annual meetings of members of a professional group. It
involves hundreds of even thousands of people. It is so complicated that meeting
consultants are often hired to assist in carrying out the details.

Conference – is a meeting in which there is a discussion on certain issues or

topics.

2. Electronic Meetings
Telecommunications technology provides alternatives to face-to-face meetings through
several electronic options referred to as teleconferencing.
Teleconferencing is a general term applied to a variety of technology assisted, two-way
(interactive) communications via telephone lines, fiber optics, or
microwaves (audioconferencing, videoconferencing, and data conferencing).
Audioconferencing is a type of conference in which an unlimited number of participants
use an audioconferencing unit to participate in a meeting (telephone with
speakerphone). Visual input can be done through the use of facsimile

equipment. Visual messages can be written on an Electronic Blackboard. It

allows individuals to write on the surface and the information to be transmitted
over telephone lines to a distant location (interactivity).
Videoconferencing – is a system of transmitting audio and video between individuals at
distant locations. Transmitted from a PC-based application (desktop videoconferencing)
or by the use of numerous pieces of equipment that have been set up in a specially
equipped room.
Data conferencing – enables two or more people to communicate and collaborate as a
group in real time using the computer.
Virtual conferencing – links participants through the internet and chat rooms to transmit
information and discuss issues.

International Meetings
International meetings are becoming quite common. It is either face-to-face or
electronic. However, do not forget that cultural differences do exist. To be successful,
such differences must be understood and respected.

The Executive’s Role in Meetings

Determine the purpose – meeting notices should state clearly the purpose so that
all individuals will understand why the meeting is occurring.
Set the objectives
Determine who should attend
Determine the number of attendees
Plan the agenda
Establish the time and place

The Office Professional’s Role in Meetings

Before the Meeting:

Discuss the purpose, objectives and general expectations with the executive.
Gather information
Make calendar notations
Reserve the meeting room
Notify participants
Prepare the agenda
Name of the group
Date of the meeting
Starting and ending times
Location of the meeting
The agenda items in order of presentation
Background materials

Prepare materials for the executive

Prepare materials for attendees
Order equipment
Determine the seating arrangement (rectangular, circular, oval, U-shaped semi-circular)
Rectangular arrangement allows the leader to have good control because he sits at the
head of the table. This is good if it is important to have individuals talk in groups of two
or three. If the discussion is important, the table should not be too long.
Circular and oval arrangements – work best when the purpose of the meeting is to
generate ideas and discussion and the meeting is relatively informal. These
arrangements encourage togetherness, shared communication, and participation.
U-shaped and semi-circular arrangements – work well for small groups of six to eight
members and when the meeting is a semiformal one.

Order Food and Beverages

If it is morning: Coffee, juice, cold drinks and some appropriate snack, water
If it is afternoon: coffee and soft drinks
For luncheon meeting, select the menu, call the caterer, and arranging for the meal to
be served. Lunch should be light if you are expecting people to work after lunch, a
heavy meal often makes people sleepy.
If it is a dinner meeting, work with an outside caterer or with the hotel staff if the meeting
is held in a hotel. Recommend several menus from which you may select. Check for the
budget allocations.

Follow Up on the Meeting Notice

You need to let your employer know who will attend or not. He should know the
reason the person is not attending. If someone is going to be late for a meeting, that
should be noted also.
Check the Room Temperature
Check the temperature controls before the meeting. A standard rule is to aim for
about 68 degrees.

Prepare to Present
Do a short presentation about the logistics of the meeting - coffee break times
and so forth. Give the information in a concise, informative manner.

DURING THE MEETING

Greet guests
Assist the leader in observing parliamentary procedure ( common sense used in a
gracious manner)
Take notes and minutes - take time before the meeting begins to look over the agenda
and any handout materials.
A laptop computer can be an efficient way for you to record the proceedings of a
meeting.
Another method of recording minutes is to use a tape recorder and transcribe the
minutes after the meeting has adjourned. Take note the names of individuals who make
motions, second motions, and so forth or ask each individual who speaks to identify
himself. Be sure to sit next to the person who will conduct the meeting so that you can
hear what is being said.

Taking notes for a meeting that is relatively informal in nature, you will follow this
format:
Date, time, and place of the meeting
Members present and absent
Actions that were taken at the meeting
Follow-up necessary things after the meeting and the individuals responsible for doing
the follow-up
Date of the next meeting

Taking minutes of an organizational meeting (Board meeting or professional

group), proceedings are recorded in a more formal manner. Although you do not need
to record the minutes verbatim, you must record motions verbatim and all pertinent
information from the meeting. Items that should be included in the minutes are:
Date, time, and place of the meeting
Name of the presiding officer
Members present and absent
Approval or correction of the minutes from the previous meeting
Reports of committees, officers, or individuals
Motions made, with the name of the person making the motion, the name of the person
who seconds it, and an indication of whether it passed or failed.
Items on which action needs to be taken and the person responsible for taking the
action
A succinct summary of the important points of each discussion
Adjournment of the meeting
Name and title of the person who will be signing the minutes (the secretary of the
organization or Board) along with a signature line (if the minutes are to be signed)

AFTER THE MEETING

Once the meeting is over, you must see that the minutes are prepared and distributed
and that all routine follow-up duties are handled.
Prepare the notes or minutes
Minutes may be single-or-double-spaced. Margins should be at least 1 inch. If the
minutes are to be placed in a bound book, the left margin should be 1 1/2 inches.
Capitalize and center the heading that designates the official title of the group.
Use subject captions (agenda) for ease in locating various sections of the minutes.
Establish when the meeting was called to order, indicate whether is was a regular or a
special meeting.
Give the name of the presiding officer.
Capitalize words such as company, corporation, and committee in the minutes when
they refer to the group conducting the meeting.
Use businesslike language. Exclude personal opinions or comments. If gratitude is
expressed for an individual or a group, it should take the form of a resolution.
Give the name of the speaker and a summary of what the speaker discusses.
List any motions made verbatim.
Minutes may or may not be signed except if it is board meetings and professional
organizations, it should be signed.
Strive to complete the minutes in final form and distribute to the participants within 24
hours of the meeting.

The Office Professional’s Role During the Meeting:

Greeting guests
Helping the person conducting the meeting to observe parliamentary procedures
Taking notes and minutes
Seeing that food and beverages are served
Handling special problems

The Office Professional’s Responsibilities for Conferences and Conventions:

Arranging the meeting facilities
Contacting outside speakers
Making hotel and travel reservations
Planning and conducting registration
Assisting with planning and arranging meals and receptions
Preparing evaluation forms
Cleanup and follow-up duties after the conference: assisting out-of-town guests and
speakers with transportation to the airport, writing letters of appreciations to the
presenters, and processing expense reports.