The Administrative Professional Technology & Procedures (with CD-ROM)

by Fulton-Calkins, Patsy

• ISBN13: 9780538729482
• ISBN10: 0538729481
• Edition: 13th
• Format: Paperback
• Copyright: 2006-04-28
• Publisher: South-Western Educational Pub

Summary

THE ADMINISTRATIVE PROFESSIONAL: TECHNOLOGY & PROCEDURES prepares students for all levels of the office environment by maintaining its focus on current technological changes. This text is designed to develop the knowledge and skills necessary for success in the workplace and to develop communication, human relations, and time- and stress-management techniques. For additional Student and Instructor Resources, visit the product companion site at http://fultoncalkins.swlearning.com.

Table of Contents

PART I THE WORK ENVIRONMENT	2	(76)
The Ever-Changing Workplace	5	(24)
The Workplace---2050	5	(1)
The Labor Force	6	(2)
Work Environment	8	(2)
Organizational Types	10	(1)
Workplace Structures	11	(18)
Ethics---Essential in the Workplace	29	(22)
Importance of Ethical Behavior	29	(1)
Business Ethics	30	(1)
Our Ethical Roots	30	(1)
Ethics---The Why	31	(1)
Characteristics of Ethical Organizations	31	(8)
The Ethical Administrative Professional	39	(3)
Ethical Change	42	(9)
Stress, Anger, and Time Management	51	(27)
Stress in Our Lives	51	(1)
Stress---Its Effects in the Workplace	52	(5)
Anger---A Growing Problem	57	(4)
Time Management	61	(7)
Your Power and Your Potential	68	(10)
PART II WORKPLACE TECHNOLOGIES	78	(68)
Information Processing	81	(32)
Information Processing and the Administrative Professional	81	(1)
Desktop and Mobile Computing	81	(3)
Computer Hardware	84	(6)
Computer Software	90	(1)
Electronic File Management	91	(1)
Computer Ergonomics	92	(2)
Networks, the Internet, and The World WideWeb	94	(7)
Computer and Web Ethics	101	(3)
The Future	104	(9)
Telecommunications	113	(33)
The Telecommunication Revolution	113	(3)
Workplace Collaboration Tools	116	(8)
Telephone Communication	124	(9)
The Ongoing Revolution	133	(13)
PART III WRITTEN COMMUNICATION, RECORDS, AND PRESENTATIONS	146	(80)
Written Communication	149	(24)
Written Communication---Importance in the Workplace	149	(1)
Choosing a Communication Method	150	(5)
Planning and Organizing Written Materials	155	(2)
Assuring Effective Correspondence	157	(4)
Writing Letters	161	(3)
Preparing Reports	164	(3)
Writing Collaboratively	167	(1)
Writing Internationally	167	(1)
Observing Ethical and Legal Considerations	167	(6)
Records Management	173	(32)
Paperless Office: Myth . . . or Reality?	173	(1)
What Is Records Management?	174	(1)
Components of a Records Management System	175	(14)
Indexing Rules	189	(6)
Effective Decision Making	195	(2)
The Future of Records Management	197	(8)
Presentations	205	(21)
Enhance Written and Verbal Skills	205	(1)
Prepare Mentally for the Verbal Presentation	206	(3)
Prepare Your Presentation	209	(5)
Rehearse	214	(1)
Dress Appropriately	214	(1)
Control Fear	215	(1)
Presentation Day	215	(2)
After the Presentation	217	(1)
Team Presentations	218	(8)
PART IV CUSTOMER AND EMPLOYEE SATISFACTION	226	(44)
The Workplace Team	229	(20)
Building Teams	229	(1)
Demographics of the Present and Future Workforce	229	(2)
Global Nature of Organizations	231	(1)
Generational Characteristics	231	(1)
Teamwork---A Must	231	(3)
Verbal Communication Process	234	(1)
Individual and Team Values	235	(1)
Verbal Communication Barriers	236	(4)
Effective Verbal Communication	240	(1)
Nonverbal Communication	241	(2)
An Effective Workplace Team	243	(6)
Customer Service	249	(21)
The Customer Service Organization	249	(2)
Future Customers	251	(2)
Customer Service---A Definition	253	(1)
Develop Your Customer Service Skills	253	(2)
Face-to-Face Customer Service Skills	255	(4)
Telephone Customer Service Skills	259	(1)
E-mail Customer Service Skills	260	(1)
Call Center Customer Service Skills	261	(1)
Web Customer Service	262	(1)
Inappropriate Customer Behavior	262	(8)
PART V MAIL, TRAVEL, MEETINGS, AND CONFERENCES	270	(70)
Workplace Mail and Copiers	273	(22)
Mail and Other Special Services	273	(1)
USPS Services	273	(1)
U.S. Postal Service Classifications	274	(3)
Private Mail Services	277	(1)
Outgoing and Incoming Mail	278	(5)
Office Copiers	283	(3)
Shredders	286	(1)
Recycling	286	(9)
Travel Arrangements	295	(18)
Corporate America---A Global Enterprise	295	(1)
Domestic Travel	296	(3)
International Travel	299	(5)
Organizational Travel Procedures	304	(9)
Meetings and Conferences	313	(27)
Meetings---A Way of Life in the Workplace	313	(1)
Types of Meetings	314	(1)
Effective Meetings	315	(1)
Meeting Format	316	(2)
International Meetings	318	(1)
Meeting Responsibilities	318	(12)
Conferences	330	(1)
Conflict Resolution	331	(9)
PART VI YOUR CAREER	340	(69)
Job Search	343	(28)
Review Your Skills and Interests	343	(1)
Determine Sources of Job Information	343	(4)
Become Familiar with Various Organizations	347	(1)
Prepare Your Letter of Application	347	(3)
Prepare Your Resume	350	(5)
Complete the Employment Application	355	(2)
Develop Job Interview Skills	357	(5)
Advance on the Job	362	(3)
Leave a Job	365	(6)
Teleworker/Virtual Assistant	371	(20)
Teleworking, Teleworker, and Virtual Assistant Defined	371	(1)
Job Growth	372	(1)
Advantages/Disadvantages of Telework	372	(3)
Traits/Skills	375	(2)
Telework Challenges	377	(2)
Home Workspace	379	(2)
Health, Life Insurance, and Retirement Benefits	381	(1)
Survival Strategies	381	(2)
Career Growth of the Teleworker/Virtual Assistant	383	(8)
Leadership Skills	391	(18)
Leading and Managing	391	(1)
Effective Leadership Defined and Practiced	391	(2)
Leadership Today	393	(1)
Leadership Traits	393	(2)
Leadership and Management Contrasted	395	(1)
Management Responsibilities	396	(6)
The Right to Lead	402	(7)
Reference Guide	409	(22)
Case Solutions	431	(4)
Index	435