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Procedures for the Automated Office,9780131121492
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Procedures for the Automated Office

by ;
Edition:
6th
ISBN13:

9780131121492

ISBN10:
0131121499
Format:
Paperback w/CD
Pub. Date:
1/1/2005
Publisher(s):
Prentice Hall
List Price: $111.00
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Summary

Designed to prepare readers for employment in today's office environment, the principles and techniques presented in this book provide readers with the essential skills they need to understand basic office procedures, enhance their professional value, and manage their jobs with greater confidence and less frustration. Readers become aware that each office worker is a communication link: in person, over the telephone, via computer, and in writing.The authors provide easy-to-read guidelines for successfully negotiating the working environment, processing information, working with the office team and preparing for your future.For office professionals.

Table of Contents

Preface xiii
PART ONE YOUR WORKING ENVIRONMENT
1(84)
Understanding the Changing and Challenging Office
3(23)
The Role of the Office Professional
4(3)
Job Titles
6(1)
The Virtual Office
6(1)
Office Support Functions
7(1)
Organizational Structure
7(1)
Classifications of Authority
7(6)
Line Organization
8(1)
Line-and-Staff Organization
9(1)
Participatory Management
10(1)
The Organization Chart
11(1)
International Employment
11(2)
Overview
13(1)
Key Terms
14(2)
For Your Discussion
16(1)
Punctuation Workshop
17(1)
On the Job Situations
18(1)
Projects and Activities
19(1)
Surfing the Internet
19(1)
Using MS Office 2002
20(1)
Application Problems
20(3)
Your Action Plan
23(1)
Your Portfolio
24(2)
Communicating Effectively
26(18)
What Is Human Relations?
27(1)
Your Company and Its Place in Industry
27(1)
Human Relations in the Workplace
27(5)
Maintain a Positive Attitude
27(1)
Be a Team Player
28(1)
Learn to Work with Difficult People
29(1)
Show Your Human Side
29(2)
Keep Confidential Information Confidential
31(1)
Deal with Change
31(1)
Develop a Positive Professional Image
32(2)
International Human Relations
34(1)
Overview
35(1)
Key Terms
36(1)
For Your Discussion
37(1)
Punctuation Workshop
38(1)
On the Job Situations
39(1)
Projects and Activities
40(1)
Surfing the Internet
41(1)
Using MS Office 2002
41(1)
Application Problems
42(1)
Your Action Plan
43(1)
Your Portfolio
43(1)
Managing Your Work, Time, and Resources
44(41)
Total Quality Management (TQM)
45(2)
What Is TQM?
45(1)
How Does TQM Work?
46(1)
Effectiveness and Efficiency
47(2)
What's the Difference?
48(1)
Be the Boss of Your Own Time
49(16)
Learn the Job
49(1)
Assign Priorities
50(3)
Adopt a Flexible Plan
53(1)
Start the Day with a Difficult Task
54(1)
Group Similar Tasks
55(1)
Manage Details
55(2)
Avoid Procrastination
57(1)
Work at One Task at a Time
58(1)
Cope with Interruptions
59(1)
Get It Right the First Time
60(1)
Build Relaxation into Your Schedule
61(1)
Make a Daily Plan
62(1)
Prepare in Advance
63(1)
Manage a Large Project
64(1)
Office Organization
65(6)
Organize the Office Supplies
65(1)
Organize the Workstation
66(5)
Learn to Cope with Stress
71(1)
Ethics in the Office
72(1)
Environmental Office
73(1)
How Is Time Understood by Different Cultures?
73(1)
Overview
74(1)
Key Terms
75(1)
For Your Discussion
76(1)
Capitalization Workshop
77(1)
On the Job Situations
78(1)
Projects and Activities
79(1)
Surfing the Internet
80(1)
Using MS Office 2002
81(1)
Application Problems
82(2)
Your Action Plan
84(1)
Your Portfolio
84(1)
PART TWO PROCESSING INFORMATION
85(154)
Using Technology and Understanding the Office Professional's Role
87(32)
Types of Computers
88(2)
Basic Components of Computers
90(7)
Input Devices
90(2)
Central Processing Unit
92(1)
External and Internal Storage
93(2)
Output Devices
95(2)
Operating Systems Software
97(1)
Application Software
97(4)
Microsoft Office
99(1)
Web Application Software
100(1)
Desktop Publishing
100(1)
Computers in the Office
101(3)
Gathering Accurate and Complete Input
102(1)
Using Integrated Office Information Systems
102(1)
Networking Computers
103(1)
Security Issues
104(1)
The Internet
104(1)
Ergonomics
105(3)
Office Layout
106(1)
Decor
106(1)
Furniture
107(1)
International Computer Links
108(1)
Increasing Your Productivity
108(1)
Overview
109(2)
Key Terms
111(3)
For Your Discussion
114(1)
Capitalization Workshop
115(1)
On the Job Situations
116(1)
Projects and Activities
116(1)
Surfing the Internet
117(1)
Using MS Office 2002
117(1)
Application Problems
118(1)
Your Action Plan
118(1)
Your Portfolio
118(1)
Application Problems
118(1)
Preparing Communications
119(31)
Verbal Communication
120(1)
Nonverbal Communication
120(1)
Listening
121(1)
Writing Effective Business Messages
121(4)
The Writing Process
122(3)
Types of Written Communication
125(5)
Writing Letters for Your Manager's Signature
125(1)
Routine Letters
126(1)
Letter Formats
127(2)
E-Mail Memorandums
129(1)
Standard Memorandums
130(1)
Preparing Documents for Distribution
130(5)
Proofreading
130(1)
Submitting Letters for Signature
131(2)
Assembling Enclosures
133(1)
Making Copies
134(1)
Addressing Envelopes
134(1)
What Are Reprographics?
135(3)
Low-Volume Copiers
136(1)
Mid-Volume Copiers
136(1)
High-Volume Copiers
136(1)
Which Copier Do I Use?
137(1)
Considerations Regarding Reprographics
138(1)
Ethics in Writing
138(1)
International Addresses
139(1)
Overview
140(2)
Key Terms
142(1)
For Your Discussion
142(2)
Capitalization Workshop
144(1)
On the Job Situations
145(1)
Projects and Activities
146(1)
Surfing the Internet
146(1)
Using MS Office 2002
146(1)
Application Problems
147(1)
Your Action Plan
148(1)
Your Portfolio
149(1)
Processing Mail
150(41)
Handling Mail
151(7)
Electronic Mail
151(4)
Electronic Bulletin Board
155(1)
Facsimile
155(3)
Telegrams
158(1)
Voice Mail
158(1)
Handling Incoming Mail
158(10)
Sorting Mail
159(1)
Opening Mail
160(1)
Inspecting the Contents
160(1)
Registering Special Mail
161(1)
Date-Time Stamping Mail
161(1)
Reading and Annotating Mail
162(1)
Presenting Mail
163(1)
Handling Packages, Publications, and Advertising by Mail
164(1)
Distributing Mail
165(2)
Answering Mail in the Manager's Absence
167(1)
Handling Outgoing Mail
168(9)
ZIP + 4 Code
169(1)
Classes of Domestic Mail
170(1)
Supplemental Services
171(1)
Special Situations
172(1)
Dangerous Goods
173(1)
Domestic Mail Addressing Tips
174(1)
Metered Mail
174(2)
Other Delivery Services
176(1)
Mail Software Programs
176(1)
Information on the Internet
177(1)
International Mail
177(2)
Special International Services
177(1)
International Postage
178(1)
International Addressing Tips
178(1)
International Holidays
179(1)
Overview
179(3)
Key Terms
182(2)
For Your Discussion
184(1)
Number Usage Workshop
185(1)
On the Job Situations
186(1)
Projects and Activities
186(1)
Surfing the Internet
187(1)
Using MS Office 2002
188(1)
Application Problems
189(1)
Your Action Plan
190(1)
Your Portfolio
190(1)
Records Management
191(48)
Records Management
193(5)
Location of Files
193(1)
File Classification Systems
194(4)
Preparation for Visible Filing
198(4)
Reviewing
198(1)
Indexing
198(1)
Coding
199(1)
Cross-Referencing
199(2)
Sorting
201(1)
Techniques for Putting Away Papers
202(2)
Charge-Out Methods
202(1)
Organization of Electronic Files
203(1)
Supplies Online
204(4)
Supplies for Visible Filing
204(4)
Supplies for Electronic Filing
208(1)
Storing Information
208(4)
Storing Visible Documents
208(1)
Storing Disks
209(1)
Storing in Electronic Databases
210(2)
Records Retention and Transfer
212(1)
Retention
212(1)
Categories of Records
212(1)
Transfer of Records
213(1)
Alphabetic Filing Procedures
213(3)
Primary Guides
214(1)
Individual Name Folders
214(1)
Miscellaneous Folders
214(1)
Special Guides
215(1)
Color-Coding
215(1)
Alphabetic Filing Rules
216(8)
Order of Filing Units
216(2)
Rules for Filing Names of Individuals
218(1)
Rules for Filing Names of Businesses and Organizations
219(2)
Rules for Filing Names of Governments
221(1)
Rules for Filing According to Address
222(1)
Variations in Alphabetic Filing Rules
222(2)
What About the Future?
224(1)
Overview
225(1)
Key Terms
226(3)
For Your Discussion
229(1)
Number Usage Workshop
230(1)
Projects and Activities
231(1)
On the Job Situations
231(1)
Surfing the Internet
232(1)
Using MS Office 2002 ``File''
232(1)
Application Problems
233(4)
Your Action Plan
237(1)
Your Portfolio
237(2)
PART THREE WORKING WITH THE OFFICE TEAM
239(280)
Handling Financial Procedures
241(31)
Banking Procedures
242(6)
Nonelectronic Funds Transfer
242(1)
Electronic Funds Transfer
243(2)
Bank Checks
245(1)
Bank Statement Reconciling
246(2)
Accounting Procedures
248(12)
Petty Cash Fund
248(2)
Payroll
250(4)
Financial Statements
254(1)
Budgeting
255(3)
Office Supplies Inventory
258(1)
Accounting Department
259(1)
International Currency Exchange
260(1)
Overview
260(1)
Key Terms
261(2)
For Your Discussion
263(2)
Business Math Workshop
265(1)
On the Job Situations
266(1)
Projects and Activities
267(1)
Surfing the Internet
267(1)
Using MS Office 2002
268(1)
Application Problems
269(2)
Your Action Plan
271(1)
Your Portfolio
271(1)
Providing Customer Service, Scheduling Appointments, and Receiving Visitors
272(34)
Providing Excellent Customer Service
273(1)
Making Appointments
274(8)
Keeping an Appointment Schedule
274(1)
Making Appointments by Telephone or E-Mail
274(2)
Using the Electronic Calendar
276(1)
Using Web-Based Calendars
277(1)
Using Paper Desk Calendars
278(2)
Making Entries in Desk Calendars
280(1)
Canceling Appointments
280(1)
Preparing a List of Appointments
281(1)
Receiving Visitors
282(8)
Greeting Visitors
283(1)
Attending to the Visitor Who Has an Appointment
284(2)
Attending to Staff Visitors
286(1)
Terminating Conferences
286(1)
Interrupting a Meeting
287(1)
Attending to Unscheduled Visitors
288(2)
Refusing Appointments
290(1)
Handling Difficult Customers
290(1)
Dealing with Unwanted Callers
290(1)
Hosting International Visitors
291(2)
Overview
293(3)
Key Terms
296(1)
For Your Discussion
296(2)
Reading Workshop
298(1)
On the Job Situations
299(2)
Projects and Activities
301(1)
Surfing the Internet
302(1)
Using MS Office 2002
302(1)
Application Problems
303(2)
Your Action Plan
305(1)
Your Portfolio
305(1)
Making Travel Arrangements
306(28)
Planning the Trip
307(2)
Internet Travel Services
307(1)
Travel Agencies
308(1)
Trip Information Needed
308(1)
Arranging the Travel
309(8)
Air Travel
309(5)
Car Rental Services
314(1)
Hotel Reservations
314(1)
Passports
315(1)
Visas
316(1)
Immunization Requirements
316(1)
Security
317(1)
Following Through
317(7)
Prior to the Trip
317(5)
During Your Manager's Absence
322(1)
After Your Manager Returns
322(2)
International Travel Tips
324(1)
Tips for Success
324(1)
Overview
325(1)
Key Terms
326(1)
For Your Discussion
327(1)
Reading Workshop
328(1)
On the Job Situations
329(1)
Projects and Activities
329(1)
Surfing the Internet
330(1)
Using MS Office 2002
331(1)
Application Problems
332(1)
Your Action Plan
333(1)
Your Portfolio
333(1)
Planning Meetings and Conferences
334(34)
Before the Meeting
335(11)
Scheduling and Organizing
336(3)
Reserving a Meeting Room
339(2)
Sending Notices
341(1)
Preparing the Agenda
342(1)
Choosing a Meeting Format
342(2)
Assembling Materials
344(1)
Ordering Refreshments, Meals, and Beverages
345(1)
Handling Last-Minute Details
345(1)
During the Meeting
346(3)
Taking Notes
346(1)
Recording Minutes
347(2)
Meeting Follow-Up
349(3)
Preparing Notes
350(1)
Preparing Minutes
350(2)
Team Meetings
352(1)
Preparing for a Team Meeting
352(1)
Selecting Participants
352(1)
Starting the Meeting
353(1)
Virtual Meetings
353(3)
Audioconferencing
354(1)
Videoconferencing
354(1)
Direct Broadcast Video
355(1)
Computer Conferencing
355(1)
Data Conferencing
355(1)
Virtual Conferencing
355(1)
International Meetings
356(2)
Overview
358(1)
Key Terms
359(1)
For Your Discussion
360(1)
Business Math Workshop
361(1)
On the Job Situations
362(1)
Projects and Activities
362(1)
Surfing the Internet
363(1)
Using MS Office 2002
364(1)
Application Problems
364(3)
Your Action Plan
367(1)
Your Portfolio
367(1)
Using Telecommunications in the Office
368(36)
Effective Use of the Telephone
369(17)
Using Telephone Directories
369(2)
Speaking Clearly
371(1)
Placing a Local Call
371(1)
Answering the Telephone
372(6)
Handling Angry Callers
378(2)
Using Automatic Answering Services
380(1)
Placing Domestic Long-Distance Calls
380(4)
Receiving Long-Distance Calls
384(1)
Placing International Calls
385(1)
Reviewing Long-Distance Call Logs
386(1)
Telephone Equipment, Systems, and Services
386(7)
Interconnect Equipment
386(1)
Common Telephone Equipment
387(1)
High-Tech Conferences
388(1)
Telephone Message Systems
388(3)
Telephone Systems
391(2)
Telecommunication Services
393(1)
Voice Recognition
393(1)
The Internet
394(2)
Uses for the Internet
394(1)
Getting Connected
395(1)
International TelePhone Calls
395(1)
Overview
396(1)
Key Terms
396(2)
For Your Discussion
398(1)
Business Math Workshop
399(1)
On the Job Situations
399(1)
Projects and Activities
400(1)
Surfing the Internet
401(1)
Using MS Office 2002
401(1)
Application Problems
402(1)
Your Action Plan
403(1)
Your Portfolio
403(1)
Working in a Medical Office
404(27)
The Medical Office
405(3)
Types of Medical Offices
405(1)
Medical Careers and Skills Needed
405(1)
Basic Clerical or Office Skills and Competencies
406(1)
Basic Clinical Competencies
407(1)
Basic Medical Office Positions
408(11)
Front Office Staff Personnel
409(4)
Clinical Staff Employees
413(3)
X-Ray Technician Staff
416(1)
Billing Staff Employees
417(2)
Overview
419(1)
Key Terms
420(3)
For Your Discussion
423(1)
Business Math Workshop
424(1)
On the Job Situations
424(1)
Projects and Activities
425(2)
Surfing the Internet
427(1)
Using Excel: Computing Gross Profit/Loss
428(1)
Application Problems
429(1)
Your Action Plan
430(1)
Your Portfolio
430(1)
Working in a Legal Office
431(24)
Introduction to the Legal Office
432(1)
Legal Secretarial or Assistant Careers
433(3)
Training and Qualifications
433(2)
Secretarial Openings and Changes in the Work Environment
435(1)
Frequently Processed Documents
436(4)
Contracts
437(1)
Bankruptcy Documents
438(1)
Wills
439(1)
Petitions
440(1)
Affidavits
440(1)
Powers of Attorney
440(1)
Document Preparation
440(6)
Paper Size
440(1)
Type Font and Size
441(1)
Number of Copies
442(1)
Format
442(1)
Citations
443(1)
Stapling and Folding
443(1)
Page Numbers
444(1)
Dates
444(1)
Number Treatment
444(1)
Names and Signatures
444(1)
Seals
444(1)
Proofreading
444(1)
Information for the Documents
445(1)
Overview
446(1)
Key Terms
447(1)
For Your Discussion
448(1)
Legal Terminology Workshop
449(1)
On the Job Situations
449(1)
Projects and Activities
450(1)
Surfing the Internet
451(1)
Using Excel 2002
452(1)
Application Problems
453(1)
Your Action Plan
454(1)
Your Portfolio
454(1)
Preparing for Your Job Search
455(45)
Locating Job Prospects
456(6)
Networks
456(1)
College Career Development Centers
457(1)
Business News Items
458(1)
Direct Application
458(1)
Staffing Services
459(1)
Federal Government Employment
459(1)
Newspaper Advertisements
460(2)
Prospects in Another Geographic Area
462(1)
Applying for Jobs
462(14)
Resumes
462(8)
Application Letters
470(3)
Application Forms
473(2)
Portfolios
475(1)
Interviewing for Jobs
476(12)
Before the Interview
477(5)
During the Interview
482(2)
After the Interview
484(1)
The Campus Interview
484(1)
Follow-Up Letters
485(3)
Conducting an Electronic Job Search
488(2)
The Internet
488(1)
Electronically Scanned Resumes
488(2)
Considering International Employment Opportunities
490(1)
Overview
491(1)
Key Terms
492(1)
For Your Discussion
493(1)
Grammar Workshop
494(1)
On the Job Situations
495(1)
Projects and Activities
496(1)
Surfing the Internet
496(1)
Using MS Office 2002
497(1)
Application Problems
498(1)
Your Action Plan
499(1)
Your Portfolio
499(1)
Preparing to Meet the Challenges
500(19)
Eliminate Stereotypes
501(1)
Project a Professional Image
501(1)
Learn from Your Job Performance Appraisal
502(1)
Prepare for Advancement
502(6)
Set Goals
503(1)
Adapt to Change
503(1)
Gain More Responsibility
504(1)
Increase Your Effectiveness
504(1)
Learn from a Mentor
505(1)
Advance by Education
505(1)
Join a Professional Association
506(1)
Increase Technical Certification
507(1)
Cross Train
508(1)
Continue to Develop Professionally
508(2)
Meet the Requirements of a New Millennium Office Professional
509(1)
Prepare Yourself for the Role
509(1)
Overview
510(1)
For Your Discussion
511(1)
Key Terms
511(2)
On the Job Situations
513(1)
Grammar Workshop
513(1)
Projects and Activities
514(1)
Using MS Office 2002
515(1)
Learn How to Get Microsoft Office Specialist Certified
515(1)
Surfing the Internet
515(1)
Application Problems
516(1)
Your Portfolio
517(1)
Action Plan
517(2)
Working Papers 519(58)
Appendix A Punctuation 577(12)
Index 589(12)
Photo Credits 601(2)
Proofreading Symbols 603


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