Administrative Office Management

by Gibson, Pattie; Keeling, B. Lewis

• ISBN13: 9780538722209
• ISBN10: 0538722207
• Edition: 12th
• Format: Hardcover
• Copyright: 1999-10-28
• Publisher: South-Western Educational Pub

Summary

Administrative Office Management continues to reflect current management thinking with regard to managing office and business information systems and supervising staff. It covers management principles and concepts including organizational trends, technology, and global business ethics. This edition includes more technology-based end-of-chapter activities and focuses on key topics.

Table of Contents

part 1 Identifying Basic Concepts and Trends	1	(106)
Traditional Office Management Practices	2	(23)
Traditional Management	4	(1)
Schools of Management Thought	4	(2)
The Classical School	5	(1)
The Behavioral School	5	(1)
The Management Science School	5	(1)
The Quality Management School	5	(1)
The Systems School	5	(1)
Levels and Skills of Management	6	(1)
Conceptual Skill	6	(1)
Human Skill	6	(1)
Technical Skill	7	(1)
Functions of Management	7	(9)
Planning Function	8	(4)
Organizing Function	12	(2)
Leading Function	14	(1)
Controlling Function	15	(1)
Basic Principles of Management	16	(3)
The Changing Traditional Office	19	(2)
Message for AOMs	21	(4)
The Impact of Emerging Elements of Management	25	(20)
Emerging Elements of Management	25	(12)
Managers and Changes in the Workplace	27	(4)
Managers in Changed Organizations	31	(4)
High-Performing Organizations	35	(2)
The Role of the Administrative Office Manager	37	(3)
Organizational Framework for Administrative Support Occupations	37	(1)
Companies Transforming into Learning Organizations	38	(1)
Responsibilities of the AOM	39	(1)
Activities Performed by the AOM	40	(1)
Job Outlook	40	(1)
Message for AOMs	41	(4)
Resource Areas Influenced by Administrative Office Managers	45	(22)
Resource Management Areas	45	(15)
Administrative Office Budgets	47	(5)
Manpower Utilization and Organizational Communication	52	(1)
Facilities, Equipment, and Supplies Acquisitions	53	(6)
Office Area Design and Document Workflow	59	(1)
New Approaches to Managing	60	(3)
Quality and Continuous Improvement	60	(1)
Worker-Empowered Organizations	61	(1)
Recognize Change as Positive and Real	62	(1)
Message for AOMs	63	(4)
Forces that Influence Emerging Management Practices	67	(24)
Internal Forces	69	(5)
Advanced Information Technology	69	(1)
Workplace Literacy	70	(1)
Self-Managed Teams	71	(1)
Knowledge Workers	72	(1)
Just-in-Time Employment	73	(1)
External Forces	74	(12)
Quality Defined by Customers	74	(4)
Cultural Diversity	78	(1)
Americans with Disabilities Act	79	(2)
Managing Globally Aware Office Professionals	81	(3)
External Employment Relationships	84	(2)
Message for AOMs	86	(5)
Restructured Office Systems and Workplace Training Needs	91	(16)
Networked Systems in the Office	91	(2)
Systems	93	(1)
Networks	93	(1)
Office and Work Restructuring	93	(4)
The Virtual Organization and Virtual Workers	93	(3)
Mobile Office Workers	96	(1)
Technology and Workplace Training Needs	97	(1)
Retraining the Existing Workforce	98	(3)
Systematic Worker Education	99	(1)
Training Keeps Good Workers	99	(1)
Corporate Training Programs	100	(1)
New Training Topics	101	(1)
Message for AOMs	101	(6)
part 2 Practicing Leadership and Communication Skills	107	(70)
Leadership, Motivation, and Problem Solving in Organizations	108	(23)
Effective Leadership	108	(6)
The Nature of Leadership	108	(3)
Leadership Habits, Attitudes, and Styles	111	(2)
Women as Leaders	113	(1)
Staff Motivation	114	(7)
Motivating Factors and Recognition	114	(2)
Motivation and Maslow's Need Theory	116	(1)
Motivating Generation X Workers	117	(1)
Motivating Older Workers	118	(1)
Motivational Problems and Behaviors	119	(1)
Job Satisfaction	120	(1)
Power, Office Politics, and Motivation	121	(3)
Power and Motivation	121	(1)
Office Politics and Motivation	122	(2)
Decision Making and Problem Solving	124	(2)
The Decision-Making Responsibility	124	(1)
Problem-Solving Steps	125	(1)
Message for AOMs	126	(5)
The Communication Process and Office Communication Networks	131	(22)
The Communication Process	131	(5)
Nonverbal Communication	133	(1)
Communication Feedback and Filters	134	(2)
Office Communication Networks	136	(8)
Upward, Downward, and Lateral Communication Networks	136	(1)
Formal and Informal Communication Channels	137	(1)
Long-Distance Communication Networks	138	(3)
Meetings and Presentation Skills	141	(3)
Business Correspondence, Reports, and Forms	144	(1)
Intercultural Communication	144	(4)
Message for AOMs	148	(5)
Groups, Teamwork, and Conflict Issues	153	(24)
The Nature of Groups and Team-Building Considerations	153	(6)
Types and Characteristics of Groups	155	(1)
Groupthink and Hidden Agenda Issues	156	(1)
Teamwork and Team-Building Elements	157	(2)
Conflict Resolutions	159	(7)
Understanding and Resolving Conflicts	160	(1)
Conflict Resolution Process	161	(1)
Managing and Negotiating Effective Solutions	162	(4)
Conflict Issues in Action	166	(5)
Job Stress	166	(3)
Time Management	169	(2)
Message for AOMs	171	(6)
part 3 Managing Human Resources in the Office	177	(72)
Staffing Practices: Trends, Laws, and Job Analysis	178	(23)
U.S. Workforce Trends	180	(1)
Laws Affecting Human Resource Management	180	(7)
Equal Pay Act of 1963	181	(1)
Civil Rights Act of 1964	181	(3)
Americans with Disabilities Act of 1990	184	(2)
Family and Medical Leave Act of 1993	186	(1)
Job Analysis and Design	187	(9)
The Job Analysis Process	188	(2)
Alternative Work Styles	190	(4)
Temporary Employees	194	(2)
Message for AOMs	196	(5)
On-the-Job Employee Practices	201	(26)
Employee Recruitment	203	(1)
Internal Sources	203	(1)
External Sources	203	(1)
Employee Selection	204	(7)
Employee Orientation	211	(4)
Role of the Human Resources Department	212	(1)
Role of the Administrative Office Manager	213	(1)
``Buddy'' System	214	(1)
Retention---Keeping Workers Happy	214	(1)
Employee Training	215	(3)
The Systems Approach to Training	215	(1)
Methods of Training	215	(2)
Coaching Techniques	217	(1)
Counseling and Disciplining Employees	218	(1)
Counseling Employees	218	(1)
Handling Discipline Problems	218	(1)
Performance Appraisals	219	(4)
Objectives of an Appraisal	220	(1)
Conducting an Appraisal	221	(1)
Outcomes of Appraisals	222	(1)
Message for AOMs	223	(4)
Work Ethics and Business Etiquette Issues	227	(22)
Corporate Values and Business Ethics	227	(7)
Ethics and Ethical Issues Defined	229	(1)
The Ethical Employee	230	(1)
Loyalty in the Workplace	231	(1)
Ethics in the Workplace	232	(2)
Business Etiquette and Behavior---Stateside and Abroad	234	(15)
Elements of Business Etiquette	234	(2)
Shifting Standards	236	(1)
Business Manners, Attire, and Image Skills	236	(3)
Generation Xers and Business Etiquette	239	(2)
International Politeness	241	(8)
part 4 Managing the Office Environment and Systems	249	(74)
Computer Systems and Related Equipment	250	(21)
Managing Information Systems and Computers	250	(3)
Information Technology	252	(1)
Management Information Systems (MIS)	252	(1)
The Computer and MIS	252	(1)
Computer Systems	253	(1)
Microcomputers	253	(1)
Server Computers	253	(1)
Minicomputers	254	(1)
Mainframe Computers	254	(1)
Supercomputers	254	(1)
Components of a Computer System	254	(9)
Hardware, Memory, and Storage	254	(4)
Peripherals and Accessories	258	(2)
Software	260	(3)
Other Automated Office Equipment	263	(3)
Facsimiles	264	(1)
Shredders	265	(1)
Multifunction Devices	265	(1)
Typewriters and Dictation Machines	266	(1)
Message for AOMs	266	(5)
Telecommunications and Office Network Systems	271	(16)
Telecommunications Systems	271	(2)
Networks in the Office	273	(7)
Connectivity and Geographic Coverage	273	(2)
Local-Area Networks	275	(3)
Computer Networks	278	(1)
Groupware	278	(1)
Electronic Mail	279	(1)
Managing Networks and Integrated Technology	280	(2)
LAN Managerial Activities	281	(1)
Integration Issues	281	(1)
Message for AOMs	282	(5)
Internet Services, Distant Office Systems, and Other Computer Issues	287	(16)
On-Line Information and Database Services	287	(6)
Internet	287	(4)
Intranet	291	(1)
On-Line Services	292	(1)
Employee Meetings at a Distance	293	(2)
Videoconferencing	293	(1)
Collaborative Screen Sharing	293	(1)
Executive Suites for Business Travelers	294	(1)
The Mobile Office Equipment System	294	(1)
Other Computer Issues	295	(4)
Computers and Energy Use	295	(1)
Qualifications for Computer Users	296	(1)
Ethical Use of Computers	296	(2)
Security of Data on Networks	298	(1)
Message for AOMs	299	(4)
Trends and Challenges in Administrative Office Management	303	(20)
Trends in Administrative Office Management	303	(4)
Corporate Culture and Trends in the Workplace	305	(1)
Growth in the Information Sector	306	(1)
Role of the Office Worker	306	(1)
Managing the ``InfoTech'' Worker	307	(3)
Managing Alternative Work Arrangements	307	(1)
Managing Outsourcing Services	308	(1)
Computer Monitoring	308	(1)
Internet Usage Monitoring	309	(1)
Employee Monitoring	309	(1)
Staying Challenged as an AOM	310	(6)
Career Development Issues	310	(3)
Professional Growth Opportunities	313	(3)
Message for AOMs	316	(7)
part 5 Managing Office Environment Issues	323	(92)
Other Essential Communication Skills	324	(15)
Reading, Writing, and Speaking Skills in Business	324	(5)
Effective Reading Techniques	326	(1)
Effective Writing Techniques	326	(2)
Effective Speaking Techniques	328	(1)
Listening and Helping Skills in Business	329	(3)
Effective Listening Skills	330	(1)
Active Listening	330	(1)
Effective Helping Skills	330	(2)
Communicating Effectively on the Telephone	332	(1)
Designing and Writing Office Procedures	333	(2)
Message for AOMs	335	(4)
Employee Recognition and Compensation	339	(18)
Promotions and Terminations	341	(1)
Promotions	341	(1)
Terminations	341	(1)
Employee Compensation and Benefits	342	(7)
Compensation Legislation	342	(1)
Wage and Salary Administration	343	(2)
Total Compensation Package	345	(4)
Labor Unions	349	(3)
Union Membership and Influence	350	(1)
Union Versus Employer Power	351	(1)
Organizational Policies and Procedures	352	(1)
Message for AOMs	353	(4)
Health-Related and Other Workplace Issues	357	(14)
Health-Related Work Issues	357	(4)
Problems of Substance Abuse	357	(2)
Workaholics Versus Hard Workers	359	(1)
AIDS Concerns	360	(1)
Other Workplace Issues	361	(6)
Nepotism	361	(1)
Office Parties	362	(1)
Office Liaisons	363	(2)
Office Manuals and Other Time Savers	365	(2)
Message for AOMs	367	(4)
Office Design, Space, Health and Safety Issues	371	(24)
Office Design and Workflow	371	(10)
Office Design and Layout	371	(3)
Use of Office Space	374	(2)
Manual and Automated Workflow	376	(3)
Office Design Trends	379	(2)
Office Ergonomics and Health Concerns	381	(4)
Office Ergonomics	381	(2)
Health Factors Related to Office Work	383	(2)
Preventing Computer Injuries	385	(1)
Office Hazards	385	(2)
Handling Crisis Situations	385	(1)
Accidents in the Office	386	(1)
Office Safety	387	(2)
Office Theft	388	(1)
Workplace Violence	388	(1)
Office Rapes	389	(1)
Office Recycling	389	(2)
Recycle	389	(1)
Reuse	390	(1)
Reduce	390	(1)
Message for AOMs	391	(4)
Other Office Systems: Records, Copying, Telephone, Mail, and Accounting	395	(20)
Records and Microimage Systems	395	(5)
Records Management Guidelines	397	(1)
Microimage Technology and Trends	398	(2)
Reprographic (Copier) Systems	400	(2)
Centralized Copying	400	(1)
Decentralized Copying	401	(1)
Copier Controls	401	(1)
Reprographic Technology and Trends	402	(1)
Telephone Systems	402	(5)
Telephone Services and Features	403	(1)
Conference Calling	403	(2)
Voice Mail	405	(2)
Mailing Systems	407	(2)
Mail Services	407	(1)
Advanced Mail Equipment	407	(1)
Mail Procedures	408	(1)
Accounting Systems	409	(2)
Accounting Cycle	409	(1)
Financial Statements	409	(2)
Message for AOMs	411	(4)
Glossary	415	(10)
Index	425