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9780130254313

Procedures for the Automated Office

by ; ;
  • ISBN13:

    9780130254313

  • ISBN10:

    0130254312

  • Edition: 5th
  • Format: Paperback w/Disk
  • Copyright: 2001-01-01
  • Publisher: Pearson College Div
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List Price: $68.00

Summary

For Office Administration, Procedure, and Management courses. Designed to prepare students for employment in today's office environment, the principles and techniques presented in this text provide students 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. Students become aware that each office worker is a communication link: in person, over the telephone, via computer, and in writing.

Table of Contents

Preface xiii
PART 1 YOUR WORKING ENVIRONMENT 1(72)
The Changing and Challenging Office
3(21)
The Role of the Office Professional
4(2)
Job Titles
5(1)
The Virtual Assistant
5(1)
Office Support Functions
6(1)
Organizational Structure
6(4)
Classifications of Authority
6(1)
Line Organization
7(1)
Line-and-Staff Organization
8(1)
Participatory Management
9(1)
Organizational Chart
10(1)
International Employment
10(2)
Summary
12(1)
Key Terms
13(1)
For Your Discussion
14(1)
Punctuation Workshop
15(1)
On-the-Job Situations
16(1)
Projects and Activities
16(1)
Surfing the Internet
17(1)
Application Problems
18(2)
Your Action Plan
20(2)
Your Portfolio
22(2)
Communicating Effectively
24(17)
What Is Human Relations?
25(1)
Your Company and Its Place in Industry
25(1)
Human Relations in the Workplace
25(5)
Display a Pleasant Personality
25(1)
Be a Team Player
26(1)
Learn to Work with Difficult People
26(1)
Show Your Human Side
27(2)
Accept Change Readily
29(1)
Develop a Positive Professional Image
30(2)
International Human Relations
32(1)
Summary
32(1)
Key Terms
33(1)
For Your Discussion
34(1)
Punctuation Workshop
35(1)
On-the Job Situations
36(1)
Projects and Activities
36(1)
Surfing the Internet
37(1)
Application Problems
38(1)
Your Action Plan
39(1)
Your Portfolio
40(1)
Managing Your Work and Time
41(32)
Effectiveness and Efficiency
42(1)
Effective Work Habits
42(5)
Learn the Job
42(1)
Prioritize
43(1)
Adopt a Flexible Plan
44(3)
Daily Time Management
47(6)
Group Similar Tasks
47(1)
Maintain an Action List
48(1)
Work at One Task at One Time
48(1)
Cope with Interruptions
49(1)
Manage Details
50(2)
Maintain Your Productivity
52(1)
Organizing Your Job
53(5)
Manage Large Projects
53(2)
Organize Your Work Area
55(1)
Use Follow-Up Organizers
56(2)
Personal Information Management
58(1)
Learn to Cope with Stress
58(2)
How Is Time Understood by Different Cultures?
60(1)
Summary
60(1)
Key Terms
61(1)
For Your Discussion
62(11)
Capitalization Workshop
63(1)
On-the-Job Situations
64(1)
Projects and Activities
65(1)
Surfing the Internet
66(1)
Application Problems
67(5)
Your Action Plan
72(1)
Your Portfolio
72(1)
PART 2 PROCESSING INFORMATION 73(138)
Technology and the Office Professional's Role
75(30)
Types of Computers
76(1)
Basic Components of Computers
77(5)
Input Devices
77(2)
Central Processing Unit
79(1)
External and Internal Storage
79(1)
Output Devices
80(2)
Operating Systems Software
82(1)
Software
83(1)
Processing Information
84(8)
Gathering Accurate and Complete Input
86(1)
Using Integrated Office Information Systems
87(1)
Computer Viruses
88(1)
Computer Crime
89(1)
Ergonomics
89(3)
Increasing Your Productivity
92(1)
International Computer Links
92(1)
Summary
92(1)
Key Terms
93(3)
For Your Discussion
96(1)
Capitalization Workshop
97(1)
On-the-Job Situations
98(1)
Projects and Activities
98(1)
Surfing the Internet
99(1)
Application Problems
99(5)
Your Action Plan
104(1)
Your Portfolio
104(1)
Preparing Communications
105(29)
Composing Business Communications
106(3)
Writing Letters
106(3)
Types of Written Communication
109(3)
Writing Memos
111(1)
Preparing Documents for Distribution
112(4)
Proofreading
112(1)
Submitting Letters for Signature
113(1)
Assembling Enclosures
114(1)
Making Copies
115(1)
Addressing Envelopes
116(1)
Reprographics
116(4)
Duplexing
118(1)
Enlarging and Reducing Copies
118(1)
Types of Copiers
118(2)
Considerations Regarding Reprographics
120(1)
International Addresses
120(1)
Summary
121(1)
Key Terms
122(1)
For Your Discussion
123(1)
Capitalization Workshop
124(1)
On-the-Job Situations
125(1)
Projects and Activities
125(1)
Surfing the Internet
126(1)
Application Problems
126(1)
Your Action Plan
127(1)
Your Portfolio
127(7)
Processing Mail
134(35)
Electronic Mail Systems
135(5)
The Age of E-Mail
135(3)
Fax Transmissions
138(2)
Processing Incoming Postal Mail
140(10)
Classifying and Sorting
141(1)
Opening Mail
141(1)
Removing and Inspecting the Contents
142(1)
Registering Special Mail
142(1)
Date- and Time-Stamping
142(1)
Reading, Annotating, and Following Up
143(1)
Sorting and Presenting the Mail
144(1)
Handling Classes of Mail
144(1)
Distributing and Routing the Mail
145(3)
Handling the Mail in the Manager's Absence
148(2)
Processing Outgoing Postal Mail
150(7)
ZIP+4 Code
151(1)
Classes of Domestic Mail
152(1)
Special Services
153(1)
Changes in Procedure
154(1)
Addressing Domestic Mail
155(1)
Metered Mail
155(1)
Private Delivery Services
156(1)
Mail Software Programs
157(1)
Information on the Internet
157(1)
International Mail
157(2)
Special International Services
158(1)
International Postage
158(1)
International Addressing Tips
158(1)
International Holidays
159(1)
Summary
159(1)
Key Terms
160(2)
For Your Discussion
162(1)
Number Usage Workshop
163(1)
On-the-Job Situations
164(1)
Projects and Activities
164(1)
Surfing the Internet
165(1)
Application Problems
166(2)
Your Action Plan
168(1)
Your Portfolio
168(1)
Records Management
169(42)
Records Management
170(5)
Location of Files
171(1)
File Classification Systems
171(4)
Filing Procedures
175(5)
Inspecting and Releasing
176(1)
Indexing and Coding
176(1)
Cross-Referencing
177(1)
Sorting
177(1)
Storing
178(2)
Filing Electronic Documents
180(1)
Supplies for Filing
181(2)
File Guides
181(1)
File Folders
181(1)
Labels
182(1)
Out Cards and Folders
183(1)
Equipment for Filing
183(1)
Document Files
183(1)
Card Files
184(1)
Records Retention and Transfer
184(3)
Retention
185(1)
Categories of Records
185(1)
Transfer Methods
186(1)
Arrangment of Guides and Folders
187(2)
Primary Guides
187(1)
Individual Folders
187(1)
Miscellaneous Folders
187(1)
Special Guides
187(1)
How to Use Color-Coding in Filing Systems
188(1)
Alphabetic Indexing Rules
189(5)
General Filing Units
189(5)
What About the Future?
194(1)
Summary
195(1)
Key Terms
196(3)
For Your Discussion
199(1)
Number Usage Workshop
200(1)
On-the-Job Situations
201(1)
Projects and Activities
201(1)
Surfing the Internet
202(1)
Application Problems
202(4)
Your Action Plan
206(1)
Your Portfolio
206(5)
PART 3 WORKING WITH THE OFFICE TEAM 211(140)
Handling Financial Procedures
213(28)
Banking Procedures
214(2)
Transferring Funds with Checks
214(1)
Transferring Funds Electronically
215(1)
Direct Payroll Deposit
216(1)
Accounting Procedures
216(11)
Petty Cash Fund
217(3)
Payroll
220(2)
Financial Statements
222(1)
Budgeting
223(2)
Inventory of Office Supplies
225(2)
The Accounting Department
227(1)
International Currency Exchange
227(1)
Summary
228(1)
Key Terms
229(2)
For Your Discussion
231(1)
Business Math Workshop
232(2)
On-the-Job Situations
234(1)
Projects and Activities
234(1)
Surfing the Internet
235(1)
Application Problems
235(1)
Your Action Plan
236(1)
Your Portfolio
236(5)
Scheduling Appointments and Receiving Visitors
241(28)
Making Appointments
242(7)
Scheduling Appointments
242(1)
Using the Telephone
242(2)
Using the Electronic Calendar
244(1)
Web-Based Calendars
245(1)
Using Desk Calendars
246(2)
Making Entries in Desk Calendars
248(1)
Canceling Appointments
249(1)
Preparing a List of Appointments
249(1)
Receiving Visitors
249(9)
Greeting Visitors
251(2)
The Visitor Who Has an Appointment
253(1)
Staff Visitors
254(1)
Terminating Conferences
254(1)
Interrupting a Manager
255(1)
Unscheduled Visitors
256(1)
Refusing Appointments
257(1)
How to Become More Effective in a Multicultural Setting
258(1)
Summary
258(1)
Key Terms
259(1)
For Your Discussion
260(1)
Reading Workshop
261(3)
On-the-Job Situations
264(1)
Projects and Activities
264(1)
Surfing the Internet
265(1)
Application Problems
266(1)
Your Action Plan
267(1)
Your Portfolio
267(2)
Making Travel Arrangements
269(25)
Plans for the Trip
270(2)
Working with the Travel Department
270(1)
Working with Travel Agencies
271(1)
Gathering Trip Information
271(1)
Domestic and International Travel
272(8)
Air Travel
272(4)
Car-Rental Services
276(2)
Hotel Reservations
278(1)
Passport
279(1)
Visas
279(1)
Immunization Requirements
279(1)
Following Through on Final Arrangements
280(3)
Prior to the Trip
280(2)
During Your Manager's Absence
282(1)
After Your Manager Returns
282(1)
Customs in Other Countries
283(1)
Summary
284(1)
Key Terms
284(1)
For Your Discussion
285(1)
Reading Workshop
285(4)
On-the-Job Situations
289(1)
Projects and Activities
289(1)
Surfing the Internet
290(1)
Application Problems
291(1)
Your Action Plan
292(1)
Your Portfolio
292(2)
Planning Meetings and Conferences
294(30)
Before the Meeting
295(9)
Scheduling and Organizing
295(2)
Reserving a Meeting Room
297(2)
Sending Notices
299(1)
Preparing the Agenda
300(2)
Assembling Materials
302(1)
Ordering Refreshments, Meals, and Beverages
303(1)
Last-Minute Preparations
303(1)
During the Meeting
304(2)
Taking Notes
304(1)
Recording Minutes
304(2)
Following Up
306(2)
Preparing Notes
306(1)
Preparing Minutes
307(1)
Electronic Meetings
308(2)
International Meetings
310(1)
Summary
311(1)
Key Terms
312(1)
For Your Discussion
313(1)
Business Math Workshop
314(2)
On-the-Job Situations
316(1)
Projects and Activities
316(1)
Surfing the Internet
317(1)
Application Problems
318(2)
Your Action Plan
320(1)
Your Portfolio
320(4)
Telephone Skills and Voice Recognition
324(27)
Using Telephone Directories
325(1)
Accessing the Internet
325(1)
Speaking Clearly
326(1)
Voice Characteristics
326(1)
Placing Telephone Calls
326(1)
Using Voice Mail
327(1)
Answering the Telephone
327(8)
Answer Promptly
328(1)
Give Proper Identification
328(1)
Be Courteous
329(1)
Take Complete Messages
330(2)
Explaining Your Manager's Absence
332(1)
Transfer Calls Properly
332(1)
Answering a Second Telephone
333(1)
Know When to Answer
333(1)
Deliver Messages Promptly
333(1)
Screening Calls
334(1)
Handling Angry Callers
335(1)
How to Handle an Angry Caller
335(1)
Placing Long-Distance Calls
335(4)
Time Zones
336(2)
Placing International Calls
338(1)
Long-Distance Calls Log
338(1)
Arranging Conference Calls
338(1)
Telephone Systems, Equipment, and Service
339(1)
Telephone Equipment
340(1)
Voice Recognition
340(1)
International Phone Calls
341(1)
Summary
342(1)
Key Terms
342(1)
For Your Discussion
343(1)
Business Math Workshop
344(1)
On-the-Job Situations
345(1)
Projects and Activities
345(1)
Surfing the Internet
346(1)
Application Problems
346(1)
Your Action Plan
347(1)
Your Portfolio
347(4)
PART 4 PREPARING FOR YOUR FUTURE 351(48)
Preparing for Your Job Search
353(27)
Locating Job Prospects
354(4)
Access the Internet
354(1)
College Placement Offices
354(1)
Business News Items
354(1)
Direct Application
355(1)
Friends and Associates
355(1)
Staffing Services
356(1)
Federal Government Employment
356(1)
Newspaper Advertisements
357(1)
Prospects in Other Geographic Areas
358(1)
Applying for Jobs
358(9)
The Resume
358(5)
Resume Software
363(1)
Scanning Your Resume
364(1)
The Cover Letter
364(3)
The Application Form
367(1)
International Employment Opportunities
367(1)
Summary
368(1)
Key Terms
369(1)
For Your Discussion
369(2)
Grammar Workshop
371(1)
On-the-Job Situations
372(1)
Projects and Activities
372(1)
Surfing the Internet
373(1)
Application Problems
374(1)
Your Action Plan
374(1)
Your Portfolio
374(6)
Preparing to Meet the Challenges
380(19)
The Job Interview
381(5)
Before the Interview
382(2)
During the Interview
384(1)
After the Interview
385(1)
The Campus Interview
386(1)
Testing
386(1)
Follow-Up Letters
386(3)
Thank-You Letters
387(1)
Inquiries
387(1)
Reminders
387(1)
Job Acceptance Letters
388(1)
Job Refusal Letters
388(1)
Job Performance Appraisal
389(1)
Prepare for Advancement
389(4)
Setting Goals
389(1)
Coping with Change
390(1)
Gaining More Responsibility
390(1)
How to Increase Your Effectiveness
390(1)
Continuing Your Education
391(1)
Continuing to Grow
392(1)
Summary
393(1)
Key Terms
393(1)
For Your Discussion
394(1)
Grammar Workshop
395(1)
Job-Hunting Situation
396(1)
On-the-Job Situations
396(1)
Projects and Activities
396(1)
Surfing the Internet
397(1)
Application Problems
398(1)
Your Action Plan
398(1)
Your Portfolio
398(1)
Appendix A Punctuation 399(12)
Appendix B Reference Sources 411(4)
Index 415(8)
Photo Credits 423(2)
Proofreading Symbols 425

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