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The Administrative Professional: Technology & Procedures

ISBN: 9780538729482 | 0538729481
Edition: 13th
Format: Paperback
Publisher: Cengage Learning
Pub. Date: 4/28/2006

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SummaryTable of Contents
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.
PART I THE WORK ENVIRONMENT
2(76)
The Ever-Changing Workplace
5(24)
The Workplace---2050
... MORE5(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 Guide409(22)
Case Solutions431(4)
Index435

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