This is a dual enrollment course designed to develop an awareness of the responsibilities and the opportunities of the office professional through classroom instruction and exercises. Emphasis is on current operating functions, practices and procedures, work habits, attitudes, oral and written communications, and professionalism. Upon completion, the student should be able to demonstrate the ability to effectively function in an office support role.
Resources
Chapter 01 - The Dynamic Workplace
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This chapter introduces students to the dynamic workplace and the impact of economic globalization,
changing technology, and workplace diversity on the administrative professional. Job outlook, job titles,
and employment by specialty area are included. Workplace organization including the types of business
organizations, organizational structure, and organizational culture is presented. Qualifications of an
effective administrative professional and qualities necessary for success are provided.
Chapter 02 - Your Professional Image
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This chapter describes the characteristics associated with being a professional. First impressions, a
positive attitude, and a strong work ethic are covered. Creating an effective work environment,
participating in professional organizations, and networking are also included. Presenting an effective
professional appearance is discussed. The chapter also covers several components of business etiquette,
including general courtesy and manners, dining and restaurant etiquette, international customs and
etiquette, introductions, and telephone etiquette.
Chapter 17 - Job Search and Advancement
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This chapter prepares students to seek and obtain a job as an administrative professional. After
assessing their skills, abilities, and interests, students learn about making a job search plan and
resources for finding jobs, including strategies for a difficult economy. The chapter shows them how
to prepare three types of resumes, as well as letters of application and follow?up letters. It
emphasizes the usefulness of an online portfolio or personal website to showcase their capabilities.
Much of the chapter is devoted to the interview process, particularly how to be properly and
thoroughly prepared. The chapter closes with a brief section on starting strong in a new job and
handling job changes.
Chapter 03 - Workplace Teams
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This chapter introduces teams and teamwork. It discusses the basic benefits of teams from an
organizational viewpoint as well as for employees. Six fundamental types of teams are defined and
explained. Methods of interacting and communicating successfully with diverse people are suggested.
Tasks of team leaders are outlined, and methods for leading a team are recommended. The chapter
describes responsibilities of team members and lists actions and attitudes for effectiveness in this role.
Fundamental teamwork techniques are presented. The chapter closes with a discussion of team
communication, including formal and informal communication channels and application of interpersonal
skills to team environments.
Chapter 04 - Self Management
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This chapter discusses the value of managing yourself by setting long?term and short?term goals,
aligning and adjusting your goals as needed, and staying motivated to achieve goals. It emphasizes the
importance of taking care of yourself by maintaining your physical health and energy, managing
relationships, and balancing work and home. Understanding types of stress and tips for preventing and
coping with stress are included. The chapter concludes with a discussion of strategies for managing your
workspace, conducting a time audit, planning and organizing assignments, and making the best use of
your time.
Chapter 05 - Ethical Theories and Behaviors
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This chapter focuses on how to work ethically as an administrative professional. The first section
introduces business ethics and basic ethical concepts and terms. The second section describes seven
characteristics of ethical organizations that students can use to assess potential employers. Practical
tools for making ethical decisions follow, including the idea of constructing an ethical road map and a
process for ethical decision making. The chapter closes with a discussion of characteristics of ethical
administrative professionals, such as confidentiality, honesty, and loyalty.
Learning Objectives
1. Understand the basics of ethics and consider the
importance of ethical behavior in the workplace.
2. Identify characteristics of an ethical organization.
3. Develop a framework for making ethical decisions.
4. Identify characteristics of an ethical administrative
professional.
Chapter 06 - Leadership
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This chapter opens by defining leadership and distinguishing it from management. It then provides three examples of effective business and government leaders. The second section briefly introduces four prominent leadership theories. The third describes common leadership styles; the fourth, important leadership traits. The chapter concludes with a set of guidelines for being an effective leader.
Chapter 07 - Customer Service
( 781.1 KB )
This chapter discusses the importance of an organization’s commitment to customer service. It presents customer service skills and strategies, as well as advice on handling difficult customer service situations.
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