Administrative and Office Management​
CONTENTS
CONTENTS
Preface .............................................................................................................................. vii Features of This Textbook ................................................................................................. viii
CHAPTER 9 Effective Workplace and Virtual Communication ................................. 177 Lesson 1 Channels of Communication in the Workplace ..................................... 180 Lesson 2 Writing Effective Written Messages ...................................................... 185 Lesson 3 Guidelines for Writing Emails, Letters, Memos, and Reports ................ 188 CHAPTER 10 Verbal and Nonverbal Communication ............................................... 195 Lesson 1 Verbal Communication .......................................................................... 198 Lesson 2 Factors That Affect Verbal Communication ........................................... 202 Lesson 3 Nonverbal Communication.................................................................... 204 Lesson 4 Telephone Etiquette .............................................................................. 207 Lesson 5 Business Presentation............................................................................ 211 Lesson 6 Team Presentation ................................................................................ 215 Lesson 7 Conflict Resolution................................................................................. 217 CHAPTER 11 Physical Records Management ........................................................ 226 Lesson 1 Records Management ........................................................................... 229 Lesson 2 Managing Physical Records ................................................................... 235 CHAPTER 12 Electronic Records Management ...................................................... 244 Lesson 1 Managing Electronic Records ................................................................ 247 Lesson 2 Records Retention, Transfer, and Disposal ............................................ 253 Lesson 3 Types of Electronic Records................................................................... 258 CHAPTER 13 Planning Meetings and Events ........................................................ 265 Lesson 1 Effective Meetings ................................................................................. 268 Lesson 2 Meeting Roles and Responsibilities ....................................................... 272 Lesson 3 Conferences and Conventions ............................................................... 275 CHAPTER 14 Travel Arrangements ................................................................... 283 Lesson 1 Domestic Travel ..................................................................................... 286 Lesson 2 International Travel ............................................................................... 290 Lesson 3 Organizational Travel Procedures.......................................................... 292 CHAPTER 15 Budgeting and Cost Control ............................................................ 299 Lesson 1 The Importance of Budgeting ................................................................ 302 Lesson 2 Zero-Based Budgeting............................................................................ 305 Lesson 3 Budgetary Control and Review .............................................................. 308 Lesson 4 How to Control Cost Effectively? ........................................................... 311 CHAPTER 16 Effective Self-Management ............................................................ 317 Lesson 1 Manage Oneself..................................................................................... 320 Lesson 2 Managing Stress .................................................................................... 323 Lesson 3 Manage Your Work ................................................................................ 326
CHAPTER 1 Introduction to Administrative and Office Management ......................... 1 Lesson 1 The Management Process ..................................................................... 4 Lesson 2 The Management Roles ......................................................................... 7 Lesson 3 The Management Skills .......................................................................... 9 Lesson 4 Challenges Affecting Administrative and Office Management .............. 11 Lesson 5 Qualifications of Administrative and Office Professionals ..................... 14 CHAPTER 2 Successful Administrative and Office Professional Qualities .................... 20 Lesson 1 Characteristics of an Administrative and Office Professional ................ 23 Lesson 2 The Administrative and Office Professional's Look ................................ 27 Lesson 3 Understanding Business Etiquette......................................................... 30 CHAPTER 3 Ethical Behaviors in the Workplace .................................................. 38 Lesson 1 Characteristics of Ethical Organizations................................................. 41 Lesson 2 Making Ethical Decisions ....................................................................... 44 Lesson 3 Characteristics of Ethical Administrative and Office Professional.......... 47 CHAPTER 4 Workplace Organization ............................................................... 52 Lesson 1 Workplace Organization ........................................................................ 55 Lesson 2 Types of Business Organizations ........................................................... 58 Lesson 3 Organizational Structure ....................................................................... 61 CHAPTER 5 The Office Environment Orientation ................................................ 67 Lesson 1 Office Location....................................................................................... 69 Lesson 2 Office Work Environment ...................................................................... 72 Lesson 3 Office Equipment, Tools, Machines, Furniture, and Furnishings ........... 81 Lesson 4 Workplace Safety, Ergonomics, and Security ........................................ 84 Lesson 5 Management of Virtual Office ............................................................... 89 Lesson 6 Green Office Management .................................................................... 94 CHAPTER 6 Management of Office Employees .................................................... 100 Lesson 1 Job Analysis ........................................................................................... 103 Lesson 2 Recruitment and Selection of Office Employees.................................... 106 Lesson 3 Training and Development of Office Employees.................................... 112 Lesson 4 Improving Productivity and Output ....................................................... 116 Lesson 5 Performance Evaluation ........................................................................ 119 Lesson 6 Employee Relations ............................................................................... 124 CHAPTER 7 Workplace Leadership .................................................................. 131 Lesson 1 What Is Leadership? .............................................................................. 133 Lesson 2 Leadership Theories .............................................................................. 135 Lesson 3 Leadership Styles ................................................................................... 140 Lesson 4 Leadership Traits ................................................................................... 143 Lesson 5 The Administrative and Office Professional as a Successful Leader....... 146 CHAPTER 8 High-Performance Teams in the Workplace ........................................ 152 Lesson 1 Teamwork .............................................................................................. 155 Lesson 2 Workplace Team Composition............................................................... 159 Lesson 3 Diversity in the Workplace .................................................................... 165 Lesson 4 Effective Workplace Teams ................................................................... 168
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Bibliography ....................................................................................................................... 333 Index .................................................................................................................................. 337
2025 Higher Education Learning Solutions for the Business and Accountancy Program 57
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