The OfficeProcedures and Technology

Chapter 2

Office Competencies

Copyright© 2007 Thomson/South-Western

Slide 2

Employment Overview

U.S. Department of Labor employment projections Total employment for all jobs expected to

increase 14.8 percent by 2012 Administrative support positions expected to

increase 6.8 percent by 2012

Topic 2-1 Office Competencies Needed for Employment

Slide 3

Information Sources

The Occupational Outlook Handbook Monthly Labor Review

Topic 2-1 Office Competencies Needed for Employment

The Handbook is available online at the U.S. Dept. of Labor Web site

The Handbook is available online at the U.S. Dept. of Labor Web site

Source: http://www.bls.gov/oco/

Slide 4

Office Competencies

Needed by many types of workers Doctors, nurses, medical technicians Accountants, brokers, insurance underwriters Lawyers, architects, engineers Teachers, authors, computer

programmers Managers, executives,

office support personnel

Topic 2-1 Office Competencies Needed for Employment

Slide 5

Key Areas

Word processing Data processing Information management and transmission General managing and communicating

Topic 2-1 Office Competencies Needed for Employment

Slide 6

Word Processing

Producing written documents using software and computers

Important for creating electronic messages (e-mail)

Closely related todesktop publishing

Topic 2-1 Office Competencies Needed for Employment

Slide 7

Data Processing

Organizing, analyzing, and summarizing data

Workers use spreadsheet and database software

Ability to interpret datais important

Topic 2-1 Office Competencies Needed for Employment

Slide 8

Information Management

Organizing, maintaining, and processing data Requires knowledge of records management

principles and procedures Involves communicating with others inside

and outside the organization

Topic 2-1 Office Competencies Needed for Employment

Slide 9

Managing and Communicating

Handling work time and tasks efficiently Creating schedules and meeting deadlines Communicating with coworkers and

customers Creating reports and

presenting information

Topic 2-1 Office Competencies Needed for Employment

Slide 10

Company Goals

Relate to making profits and other achievements

Affect all workers

Topic 2-2 Developing Office Competencies

Goals may be posted on a company’s Web site

Goals may be posted on a company’s Web site

Slide 11

Issues Affecting Success

Total quality management Continuous improvement Customer satisfaction Ethical standards Responsible teamwork Global marketplace Diversity

Topic 2-2 Developing Office Competencies

Slide 12

Total Quality Management

Establishing and maintaining high standards in how work is done

Involves all company personnel

Topic 2-2 Developing Office Competencies

Slide 13

Continuous Improvement

Being alert to ways of working more productively

Involves all company personnel Overlaps the principles of TQM

Topic 2-2 Developing Office Competencies

Slide 14

Customer Satisfaction

A key focus in many organizations Essential for long-term success Often measured

with customer surveys

Topic 2-2 Developing Office Competencies

Slide 15

Ethical Standards

Require honesty and fairness in business dealings

Often stated in a code of ethics or conduct

Topic 2-2 Developing Office Competencies

A portion of a company’s code of conduct

A portion of a company’s code of conduct

Slide 16

Responsible Teamwork

Involves combining the efforts of two or more people to achieve a goal

Communication is especially important for remote teams

Topic 2-2 Developing Office Competencies

Slide 17

Global Marketplace

More U.S. companies are selling goods and services abroad

Many companies are expanding through e-commerce

Topic 2-2 Developing Office Competencies

E-commerce: business conducted electronically, often via the World Wide Web

Key Term

Slide 18

Diversity

Reflected in a workforce with people from a wide range of ethnic and cultural backgrounds

Topic 2-2 Developing Office Competencies

Employees with diverse backgrounds help a company achieve its goals

Employees with diverse backgrounds help a company achieve its goals

Slide 19

Employer Expectations

Employers expect certain basic qualities in all employees Reliability Productivity Cooperativeness Independence in learning

Topic 2-2 Developing Office Competencies

Slide 20

Composing and formatting letters and reports Creating spreadsheets and charts Creating and maintaining databases Creating and giving presentations Keeping workstation organized Keyboarding and proofreading accurately Learning software programs

Topic 2-2 Developing Office Competencies

Competencies for the Office

Slide 21Topic 2-2 Developing Office Competencies

Set goals for developing new competencies

Set goals for developing new competencies

Competencies for the Office

Listening and following instructions Maintaining records and files Meeting deadlines Prioritizing tasks Speaking appropriately by telephone Using references such as the Internet,

databases, and reference books Working in teams effectively

Slide 22

Focus On …

Teamwork Set clear goals for the team Identify responsibilities for each member Determine how success will be measured Identify obstacles Communicate with all team members Build on the strength of individuals Recognize accomplishments of the team

Topic 2-2 Developing Office Competencies