Republic of the Philippines

MARINDUQUE STATE COLLEGE

COLLEGE OF GOVERNANCE
Tanza, Boac, Marinduque

Bachelor of Public Administration

OFFICE AND SYSTEMS MANAGEMENT

LESSON II - THE OFFICE PROFESSIONAL

Lesson Objectives
At the end of the lesson, students are able to:
• Describe an office professional and discuss their role in an office;
• Classify the job titles and positions in an office;
• Explain the basis of official duties, responsibilities, and designations;
• Evaluate the basic knowledge, skills, and personal attributes expected from office professionals; and
• Present themselves in a professional appearance like an office professional

THE OFFICE PROFESSIONAL

• People who work in the offices are called by many titles. The office worker, whatever the title, has
come to be referred to as the office professional to underscore how much professional attitude
contributes to success.
• Despite technological innovations, the office professional remains to be the most potent force in the
office. Even with technological transformation, the office professional has not and will not be replaced
by machines. He provides the human element in facilitating the communication of information. This
naturally demands mastery of office skills and possession of personality requisites of the highest order.
• Office professionals perform a great variety of tasks. This depends on the size and structure of the
office and nature of activities.
• Research indicates that employers are keen on taking professionals with well-developed business skills,
the ability to use computer technology to complete assignments and display desirable personal and
professional qualities.

ADMINISTRATIVE OFFICE MANAGEMENT (AOM)

• It is a profession involving the design, implementation, evaluation, and maintenance of the process of
work within an office or organization, in order to maintain and improve efficiency and productivity.
• It practices different virtues and accomplishments of different chores and works in the office within a
given time.
JOB TITLES AND POSITIONS
The office is the center of activity in all organizations and these activities are performed by the employees
depending on their job title or position.
• Job titles and position varies from one agency or office to another based from the nature of work and
the mandate of the agency or office.
• In the government, all job titles and positions are listed in the Index of Occupational Services (IOS)
found in the Qualification Standards Manual by the Civil Service Commission.
• In private offices, job titles and positions depend on the nature or line of business of an organization,
but there are also administrative positions which are common to both public and private offices.
• There are generic administrative positions in the government per DBM Budget Circular No. 2004-3
dated March 6, 2004 which streamlined the numerous administrative classes and modified the
administrative services group under the General Administrative Service.
To streamline the numerous administrative classes, the Administrative Services Group under the
General Administrative Service of the Position Classification Plan is hereby modified by including
under it the following classes of positions:
 Examples of Position Titles

DUTIES AND RESPONSIBILITIES

• The official duties and responsibilities of an office professional are based on the appointment papers
or documents issued to them which are the following: Appointment Paper, Oath of Office, Assumption
to Duty, and the Position Description Form.
KNOWLEDGE, SKILLS, AND PERSONAL ATTRIBUTES
The following is a summary of desirable skills and knowledge necessary for performing office tasks:
• Keyboarding (typing)
• English language usage – spelling, grammar, punctuation
• Computer operations
• Mathematics/basic accounting operations
• Office machine operations – copiers, fax, calculators, etc.
• Telephone usage
• Mail management
• Information (records) management – hard copy and computer
• Greeting visitors, scheduling, making travel arrangements, meeting with management
• Written material preparation – letters, memos, reports
• Customers/client service
• Employee supervision
Professional Image
In addition to a network of skills and knowledge, the office professional needs to project a professional
image. The following factors determine professional image:
1. Clothing. First impressions are largely visual. Clothes will not compensate for weak credentials or poor
work habits but a person who is neat in appearance can open doors for better career possibilities.
2. Grooming. A well-groomed appearance reflects an image of success and aura of self-confidence.
Concern for the details of one’s personal appearance can indicate carefulness about work-related duties.
3. Posture and Poise. Check your body alignment whether you are standing, sitting, or working. Smooth
and graceful movements even communicate fine mental ability and good attitude. The dictionary
defines poise as balance and stability. It is the ability to appear calm, confident, cool, relaxed, and
composed even when inwardly you are struggling at some difficult situation or person.
4. Speech. The quality of your voice has an impact on your personality. Strive to correct your voice and
speech defects that make communications difficult like stammering or string regional accents. Use a
vocabulary that demonstrates wise and precise use of the language

Personal Attributes
Some professionals stand out from others as special. Your personal attributes set you apart and make you
different from others.
1. Professional Attitude
• Refers to a devoted attention to the job so that it is performed as completely, efficiently, and
cheerfully as possible.
2. Ethical Behavior
• Possesses the strength of character to do what is right regardless of the outcomes.
3. Loyalty
• Trustworthy, handles sensitive information and keeps silent about confidential information.
4. Flexibility
• Turns out good work under unusual circumstances or in new environment.
5. Self-Esteem
• Has a strong belief on one’s self, one’s competence, and one’s worth.
6. Tact and Diplomacy
• Possesses a sensitive perception of the right thing to say or do.
• Avoids upsetting anyone because of careless or offending words.

Communication Skills
Communication is the lifeline of organization. It is the basis of all office functions
The Communication Process
Four Components: Sender, Message, Receiver, Response
Sender – creates the message (good senders should be specific)
Message – the vehicle that carries the sender’s thought (can be verbal or non-verbal)
* Verbal or spoken message to be effective should be concise, complete, cohesive, clear, and courteous
*Non-verbal communication includes body language like hand movements, facial expressions, or postures
Receiver – the recipient of the sender’s message (passive or active)
Response (Feedback) – occurs whenever a message is received (positive or negative)

Tips to Reduce Communication Breakdown

1. Listen actively
2. Overcome distractions
3. Do not interrupt
4. Use correct grammar
5. Take notes (when necessary)

Exercise: Non-Verbal Communication

Assignment: Reflection Paper (Importance of Proper Communication in an Office)

Human Relations Skills

The following pointers should be observed to build good human relations skills in the office:

1. Be sincerely friendly and courteous to everyone.

2. Advance on your ability and merit.
3. Avoid arguments. Discuss differences calmly and objectively.
4. Do not involve yourself in gossip or slander.
5. Learn to accept justified criticism.
6. Give credit and praise to others.
7. Take time to be helpful.
8. Be considerate – do away with annoying or distracting behavior.
9. Learn the preferences, priorities, and work habits of the executive.
10. Develop a sense of humor.
11. Be tactful. Do not upset anyone because of careless remarks.

Exercises (Next Meeting): Phone Etiquette and Grooming (Professional Appearance)

References:
Alegre, Lilia A. et. al. The Administrative Professionals in the Global Office. 2005
Flores, Marivic S. Administrative Office Management. 2016
Mosura, Carmel A. and Mosura, Marjorie May T. Office Procedures in the Global Environment. 2004
DBM Budget Circular No. 2004-3