KNOWLEDGE, SKILLS AND FUNCTIONS OF THE

ADMINISTRATIVE OFFICE STAFF AND MANAGER

Introduction
The new trend in today’s business is to increase productivity
while decreasing cost, so many companies are reducing their
staff.

Today, business and industry leaders are looking for specific

skills in entry-level employees.

According to the survey conducted, there are three main

skills needed in business and these area: teamwork, flexibility,
and communication.
1. TEAMWORK. Why is Teamwork Important in the
Workplace?

➔ Fostering teamwork is creating a work culture which values

collaboration.
➔ It’s hard to find work places that exemplify teamworks.
➔ In a team TRUST is important.
➔ Competence is necessary
➔ Commitment.
➔ Consistency.
➔ Cohesion.
 2. FLEXIBILITY. What is the Advantage and the
Disadvantage of Workplace Flexibility?

Managers should love flexibility because it reduces absenteeism, overtime, sick leave and
tardiness and it reduces stress significantly.

However, workplace flexible often is seen as a job accommodation or an exception to the rule. Managers
may fear of the following.

● If I let one person have a flexible schedule, everyone will want one.
● Someone not working on a traditional schedule is not as productive.
● You cannot have an effective team if employees are not working in the same place at the same
time.
● If I allow flexible work hours for one employee, it won’t be fair to the others.
 2. FLEXIBILITY. What is the Advantage and the
Disadvantage of Workplace Flexibility?

The 21st century workforce is diverse.

Flexibility can take many forms: flextime, job sharing, telecommuting, part-time options, compressed
workweeks, daily or informal flexibility, phasing in or out of job, and seasonal work.

Flexibility can be done by trying the following suggestions of Kathy Gurchiek, an associate editor of HR News.

1. Seek out and listen to employees ideas about how to get the work done.
2. Consider how a business decision will affect an employees life.
3. Take time to anticipate work/life issues that may present a conflict.
4. Make an exception in a normal work practice so an employee can handle a personal issue.
5. Let staff know you are open to considering flexible work arrangements and will approve them as long as
business needs can be met.
 2. FLEXIBILITY. What is the Advantage and the
Disadvantage of Workplace Flexibility?

Flexibility can be done by trying the following suggestions of Kathy Gurchiek, an associate editor of HR News.

6. Model behavior that says it’s OK to have a life.

7. Trust that employees will get the job done, and demonstrate that trust.

8. Offer information about the company’s resources, and encourager their use.
 3. COMMUNICATION SKILLS. Why Do you Think
Manager Always Look for Someone Who has Communication
Skill?
A. Oral Communication
❏ Follow oral directions.
❏ Working with teams that need skills in empathy and feedback techniques, especially in
fields such as customer service criminal justice, medical, and legal.
❏ Critical thinking and the ability to function as part of a problem-solving group.
❏ Remain cool understand pressure, adaptable to new technology and to a fast pace.
❏ Simple conversational skills are also important in the workplace, such as telephone
etiquette as an important skill.
❏ Ability to interview to get important informations is also a necessary skill.
❏ Deliver at least some formal presentations.
 3. COMMUNICATION SKILLS. Why Do you Think
Manager Always Look for Someone Who has Communication
Skill?
B. Written Communication
Oral communication is replaced by:
❏ Voice mail
❏ Informal conversation
❏ E-mail or fax-mail and
❏ Two writing tasks which are: the writing reports and filling out forms.
What is Administrative Office Management
(AOM)
● It is the way or even the dealing with the
things in the office in an efficient way.
● It practices different virtues and
accomplishments of different chores and
works in the office within a given time.
How is Today’s AOM Different from Yesterday?
● Enterprise-widely system allow organization to
integrate a diverse array of functions which can
provide a powerful tool for managerial
decision-making and control.
● Enterprise Resource Planning is company-wide
computer software-base system used to manage
and coordinates all resource, information and
functions of a business from shared store.
What is the Most Significant New Thrust in AOM?

● INFORMATION MANAGEMENT
● KNOWLEDGE MANAGEMENT

Components of KM are:
1. People
2. Process
3. Technology
4. Structure
 Administrative Office Management Objectives.
1. To ensure that relevant organization activities are designed to minimize individual and unit
productivity.
2. To provide effective management of the organization’s informations.
3. To maintain reasonable quantity and quality standards.
4. To develop effective works process and procedures.
5. To provide a satisfactory physical and mental working environment for the organization’s employees.
6. To help the define duties and responsibilities of employees assigned within the AOM function area.
7. To develop satisfactory lines of communication among the employees within the AOM function area
and between these employees in other areas within the organization.
8. To help employees maintain a high level of work effectiveness.
9. To enhance the effectiveness of supervision of office personnel.
10. To ensure the efficient and proper use of specialized office equipment.
 Office Administrative Management

➔ An office manager is an employee charged with the general

administrative responsibilities of any office of a corporation.
➔ In small and medium sized companies the task is often given to
the corporation’s financial officer.
➔ In large companies there will often be several offices in several
geographical areas, and each one will have an office manager.
 A Career Administrative Office Management

What is the nature of the new career in the middle-level manager?

➢ Administrative office management is generally considered to be within the
middle-management level of the organizational hierarchy.
➢ Individuals who started in low-level office can now be a vice president in
administrative service.
➢ Facility management is another attractive opportunity for those who have
training and or background on administrative office management.
➢ Facility managers are concerned on the efficient utilization of workplace
especially workforce expands or contracts.
 Hierarchical structure of administrative office management

President

Vice President VP-Adm. Services VP VP

Manager System Manager Data Manager Office

Analysis and Design Processing Services
Responsibilities of AOM
Responsibilities have several important job and has basic management
function especially for the Administrative Office Manager.

❏ PLANNING ❏ STAFFING FUNCTION

❏ DIRECTING FUNCTION
FUNCTION
❏ CONTROLLING
❏ ORGANIZING FUNCTION
FUNCTION
The position is also a combination of the following office management functions:

1. Responsibility for the overall work performance of a company.

2. Management of office environment.
3. Gathering, adapting, storing and distributing information within the company.
4. Using information systems.
5. Providing specialized support to other departments and managers.
6. Providing document and telecommunication management.
7. Planning, organizing, providing leadership and controlling all administrative
functions.
8. Managing quality and cost control.
9. Rendering a service to other functions within the organization.
10. Providing training and development for your own staff.
11. Managing the many fields of work which the employees carry out.
12. Ensuring that human and material resources are correctly utilized.
13. Meeting with other members of management and planning for the future.
QUALIFICATIONS
Considering the diversity of functions, someone holding an administrative
office manager position is expected to have many talents.
Some of the competencies which he or she is expected to possess are:

● Thorough understanding of ● Able to write the formal

various business reports on finances and
management fundamentals. planning.
● Leadership ● Assertivity
● Educational Requirements ● Flexibility
● Traits such as: integrity, ● Accuracy
intelligent, energy ● Ability to cope with
pressure
The Administrative Assistant
Function Of The Administrative Assistant

➔ Responsible for compiling or even composing some parts of a formal report.

➔ An administrative assistant is likely to serve as a greater and introduce speakers at
formal function.
➔ Some companies also like to “grow their own” managers by extending such
responsibilities to entry-level personnel, encouraging them to accept the challenge.

Managers Duties and Responsibilities Differ from one Office to Another Office

➔ Duties and responsibilities for managers differ according to the position within an
organization. Below are some of the duties and responsibilities of the managers and
executives in the different companies as shared by some of the big companies here
in the Philippines.
THE ORGANIZING
PROCESS
Introduction:
Organization are groups of people, with ideas, and
resources working toward common goals.
The purpose of the organization
function:________________.
Formalize Organization
➔ It is an important aspect of structure.
➔ Can be seen and represented in chart form.
What is organization chart?
Informal Organization
➔ It is the network, unrelated to the firm’s
formal authority structure, of social
interaction among its employees.

➔ The informal organization can make the formal

organization more effective by providing
support to management, stability to the
environment, and useful communication channels.
Organization Structure
● Is the formal decision-making framework by which job
task are divided, grouped, and coordinated.
● Mechanistic structure
● Tall structure
● Bureaucracies and driven by a top-down or command and
control.
● Organic structure
● Organic organization
● Flat organization
● Contingency organization
Organization Design
Designing an organization involves choosing an organizational
structure that will enable the company to most effectively achieve
its goals.
Organization design is the creation of an organization’s structure,
traditionally functional, divisional and or matrix.
Functional Organization - authority is determined by the
relationship between group function and activities.
Division Organization - in a divisional organization, corporate
division operate as relatively autonomous business under the larger
corporate umbrella.
Matrix Organization - team are formed and teams members report two
or more managers.
Matrix Structures - utilized functional and divisional
chains of command simultaneously in the same part of
the organization, commonly for one-of-a-kind projects.
Boundaryless Organizations - are not define or limited
by horizontal, vertical, or external boundaries
imposed by a predetermined structure.
A boundaryless environment is required by learning
organization to facilitate team collaboration and the
sharing of information.
A learning organization is one that is able to adapt
and respond to change.
 The steps in the organizing
process include:
● Review plans,

Organizing ● List all tasks to be

accomplished

Function
● Divide tasks into group
● Group related jobs
together in a logical
and efficient manner,
➢ Deals with all those
activities that result in ● Assign work to
the formal assignment of individuals,
tasks and authority and a ● Delegates authority to
coordination of effort. establish relationships
between jobs and groups
of jobs.
Division of labor - is the degree to which
tasks in organization are divided into separate
jobs.
Workflow analysis - can be used to tighten the
connection between employees’ work and customer
needs.
Business process reengineering - a fundamental
rethinking and radical redesign of business
processes to achieve dramatic improvements in
costs, quality, service, and speed.
Departmentalization
Departmentalization - is the basis on which work
or individuals are grouped into manageable units.
There are five traditional methods for grouping
work activities.
a. Departmentalization by Function
b. Departmentalization by Product
c. Departmentalization by Geographical Regions
d. Departmentalization by Process
e. Departmentalization by Customer
Centralization vs. Decentralization
➔ Activities that were formerly decentralized in many organizations are now
being centralized.
➔ Centralization involves placing related activities under the jurisdiction of
one person.
➔ Decentralization several individual located throughout the organization
have control or jurisdiction over related activities.
➔ The Administrative office manager is responsible for the centralized
office activities, whereas unit or department managers maintain
responsibility for the decentralized office activities within their respective
areas.
Organization Principles
These principles provide basic guidelines that are useful when designing and
structuring various organizational activities.
● Definition of Objectives - serve as the guide to future planning and action.
● Span of Control - the number of subordinates and individual is able to supervise
effectively.
● Chain of Command - the chain is a series of superior-subordinate relationships.
● Unity of Command - states that an employee should be directly responsible to
only one supervisor.
● Division of Work - Division of work, specialization, produces more and better
work with the same effort.
Organization Principles
These principles provide basic guidelines that are useful when designing and structuring
various organizational activities.
● Authority and Responsibility - Authority is the right to give orders and the power to
exact obedience.
● Discipline - Good discipline requires managers to apply sanctions whenever
violations become apparent.
● Unity of Direction - Organizational activities must have one central authority and
one plan of action.
● Subordination of Individual Interest to General Interest - The interest of one
employee or group of employees are subordinates to the interest and goals of the
organization and cannot prevail over it.
Organization Principles
These principles provide basic guidelines that are useful when designing and structuring
various organizational activities.
● Remuneration of Personnel - The rate of remuneration is dependent on the value of
the services rendered as determined by the employment market.
● Centralization - The objective of centralization is the best utilization of personnel.
● Scalar Chain - A chain of authority exists from the highest organizational authority to
the lowest rank.
● Order - Organizational order for materials and personnel is essential.
● Equity - The desire for equity and quality of treatment are aspirations to be taken into
account in dealing with employees.
Organization Principles
These principles provide basic guidelines that are useful when designing and
structuring various organizational activities.
● Stability of Tenure of Personnel - In order to attain the maximum
productivity of personnel, it is essential to maintain a stable workforce.
● Initiative - Thinking out a plan and ensuring its success is an extremely
strong motivator.
● Esprit de Corps - Teamwork is fundamentally important to an
organization.
COMMUNICATION IN
THE WORKPLACE
Introduction
To succeed at the workplace you need more than just hard work.
You need good etiquette as well as good workplace
communication about his work in the most professional manner.
There is a way to talk to your supervisors, to your peers and your
subordinates. This mode of communication is known as
workplace communication as is typically formal and to the point.
So how does one get the required workplace communication
skills and what is the importance of communication skills in the
workplace.
 What are the Good Workplace Communication Skills?
1. COURTEOUSNESS - A person should 4. LOW SPEAKING VOLUMEN - One comes across
always be courteous while speaking to so many loud-talkers. Perhaps they are naturally so
anyone in the workplace, whether senior ord do so deliberately to drive some point across.
or junior.
5. CLARITY - It is essential to ensure that the
2. PRECISION - You’re not supposed to sit
and chat in the workplace. Workplace person you are speaking with has completely
communication is born out of necessity understood what you have to say.
and should be completed as quickly as 6. LISTEN TO OTHERS - Most people think effective
possible. communication as a one-way thing. But it is very
3. LANGUAGE - One should never use any important to also be a good listener and not just a
slang terms while at work. Business good talker.
communication should be crisp and clear
so that everyone understands what 7. POSTURE AND BODY LANGUAGE - They say
you’re saying. action speak louder than words and the same can
be considered to be true at the workplace.
 Effective Office Communication

Communication is technically the process of the transfer of information between the

communicating entities. Meaning implied by communication is much more than mere
transfer.

Office communication includes the communication between the employees as well as the
business talks and communications with the client of the company. Communication
involves in formal meetings, discussions with clients or business negotiations has a direct
effect on the company business.

Office communication could be verbal or non-verval one. It could be a telephone

conversation or one using an electronic mode of communication.
 Office Communication Over a Telephone

● It is important to convey to the receiver of your call who you are

and the purpose behind your call.
● Keep your conversation brief and precise.
● If you do not happen to get to the person on the phone, you
might prefer leaving a message.
● In case, you have not been able to answer your calls, respond to
them.
● Do not end the call abruptly.
 Office Communication Over a Telephone

❖ Email help in case of language barriers and accent problems.

❖ Electronic communication increase the turnaround time, as it lacks
immediate feedback.
❖ But emails are best option for formal communication.
❖ Do not respond to emails without considering the effects of your response.

Business deals happen over phone, contracts are signed over the electronic media, thus making
these ways of communication, key players in business.

Effective office communication is the vital component of the corporate world.

EXERCISES (Module 1-3)
On August 19, 2021
 OFFICE LAYOUT AND
OFFICE ENVIRONMENT
The Planning Stage
● Are you troubles with deciphering the exact needs required when planning &
designing your office space?
● How do you distinguish what is furniture is needed?
● Which would suit your needs best: a desk, work-station. Or portable desk
unit?
● Are you underestimating or overestimating the amount of space you will
require?
● What is your working style?
● Do you have a tendency to “spread out” when you work?
● Do you like things out of sight?
● Are you more of a visual person?
The Planning Stage

● Are you currently juggling space for your computer & papers all in the same
work area?
● How much lighting is needed to work more efficiently & effectively?
● What type of lighting do you prefer?
● How much space will be needed for storing surplus supplies?
● Do you invest in lateral or vertical file cabinets?
● How do you calculate future growth & space needs when planning your
office?
 ● Spatial Design and
Layout
Planning for an office
● Electrical
involves many details
Requirements
these key concerns: ● Lighting
● ergonomics
Office Design/Layout
Spatial Design and Layout:
How you use your space is critical determining how to structure the layout of your office. When setting up your office consider
these issues:

1. Establish primary and secondary work area for these tasks:

● Paper works
● Computer activities
● Projects
2. Plan for accessible file system
● Action files
● Administrative files
● Client files
● Project files
● Reference file
3. Allocate space for storage of office supplies:
● Utilities: pens and pencils, staples; tape; paper clips; rubber band and ect.
● Marketing materials: letterhead; envelops; company literature
● Fax supplies
● Printer supplies
● Copier supplies
Electrical Requirements:
Plan for these electrical needs:

1. Outlets: 2. Telephone Lines

● Answering Machine
● Back-up Drives ● Business lines
● Computers ● Fax lines
● Copier ● Dedicated data line
● Electric Pencil Sharpener
● External CD Roms
● External Hard Drives
● External Modems
● Fans
● Fax Machine
● Lightning: -Ambient-task
● Miscellaneous Powered
Equipment
● Printers
● Scanners
● Space Heaters
● Stereos
● Surge Protector
● Telephones
● Uninterrupted Power Supply
(Ups) System
Lighting Ergonomics

Lighting is critical. Consider these What is office work? An office is a room where
three key sources: professional duties and administrative work is
carried out. The details of the work depend on the
1) Ambient light (overhead) type of business that you are involved in, but will
2) Task light (on workstations) usually include using computers, communicating
with others by telephone or fax, keeping records and
3) Natural light
files and etc.
(sunlight/moonlight)

Definitions of Ergonomics.

“The science that seeks to adapt work or working

conditions to suit the worker; the study of the
problems of people adjusting to their environment.”
Vital Concern of Ergonomics - According to Ergonomist Sally Longyear the
following are things of importance to be aware of:

● Are your eyes really tired of the end of the day?

● Are you neck and shoulder often stiff and sore?
● Do you ever feel pain or discomfort in your back
while working in your computer?
● Are your legs often stiff and cramped, or do you
have swelling, and numbness in your ankle and
feet?
● Do you feel exhausted at the end of the day?
Following is a list of consideration that can be addressed
when establishing a workstation or area for employees.
1. The eyes need to be approximately 24-36 inches away from the screen, where the
neck is bent within a 15 degree angle, up or down.
2. The back and shoulders need to be relaxed and in a natural position, with the
workers sitting firmly against the back of their chair.
3. Elbows need to rest comfortably on arm rests, yet closely to the sides of the body,
in a 90 degree angle. Wrists need to extend from the arms at this angle as well.
Fingers are slightly curved upward, where the keying motion is gentle and
comfortable.
4. Knees need to also be at a 90 degree angle with the feet securely 0n the floor or a
footrest.
Building an Office Layout

➢ Improved office layout, right place of personal computers and thermal

control revealed the largest impact on productivity.
➢ Optimizing worker productivity has moved up to become as important as
building locations.
➢ Optimizing workforce productivity, organizational needs, and building
locations are equally important.
➢ The key to unlocking productivity may lie in office facilities.
STUDIES SHOW

Improvement Benefit

A 1% improvement in productivity. Equals 10% of the facility operating costs,

or the entire utility bill.

Effective ventilation, adequate lighting good Can increase productivity by 6-16%.

acoustics and superior or indoor air quality.

Computer programmers with larger Performed 2.6 times better than other
workspaces and less acoustic and visual programmers in the company.
disruption.

The installation of new high performance Has shown a dramatic reduction in the
lighting ballasts. incidence of headaches and eyestrain.
Know the Costing of Office Space
➔ It is important that your know exactly what you want or don’t want, in a lease
before you begin looking for space or initiate the negotiating process.
➔ You must know the maximum and minimum amount of square footage that
fits your needs, as well as the floor requirements.
➔ Does nature of your business make the ground floor a necessity?
➔ Is there a security system in existence at the office space? Do you require
one?
➔ Is the heating and air conditioning individually maintained? If not, how will
you be charged for it?
An Open Office Concept
Advantages

1. Open plan offices are more economical

2. Communication is easier between workstation and departments.
3. Things are easier for the supervisors, as everyone is in a centralized
area.
4. Managers and senior managers are in constant contact with the staff.
5. Expenditure are economical when it comes to money that is put out
for air conditioning and electricity.
6. If the layout of the office needs to be changes, it can be done quickly
and with minimum effort.
Disadvantages
1. Open space offices are noisier and can be more chaotic than closed plan
offices.
2. People passing to and fro can also cause distraction of employees.
3. In an open office space, security is reduced.
4. Privacy is difficult to obtain with an open office plan.
5. Sickness and infections can spread like wildfire in an environment like
an open office plan.
6. lightning , heating and air conditioning to suit all of of the employees’
tastes can be difficult to achieve.
7. Senior staff pr employees which have been with the company longer than
most will most likely feel as if they are entitled to a private office.
Office Environment and Health
1. Temperature
2. Humidity
3. Ventilation
4. Contaminated Air
5. Smoking
6. Ozone And Photocopiers
7. Lighting
8. Office Floor Space
9. Welfare Facilities
10. Cleanliness
New Demands in an Office Environment
The changing need for office is being influenced heavily by the universal adoption
of information and communications technology:

★ The vast array of mains and signal cables needs to be managed

★ Extra heat from the equipment needs to be controlled or removed
★ New health and safety risk include electrical hazards, sitting positions,
eyestrain, lack of breaks and RSI - repetitive strain injury
★ Information security needs to be considered amongst other security needs
★ Constantly changing business and processes demand flexible
accommodation.
 Cabling - The need to route
power, telephone and data
cabling to every workstation puts
a severe strain on the hidden
ducting buildings.
 Furniture - Technology also has an
impact on the furniture. It is unlikely
that a building will be able to
support wiring for technology at any
random point where a desk is to be
placed.
Breaks - It is very important that you
take breaks from your work during
the day. It is better to take a break
from time to time.
 Eyesight - You should make sure
that you have your eyesight tested
regularly, and if you need glasses,
they should be appropriate for
computer work.
SELECTING OFFICE EMPLOYEES
Introduction

Much of an organization’s success is

attributed to the quality of its workforce.
Human resources, training, and labor
relationships manager and specialist
provide this connection.
Sources of Potential Office Employees
Internal Sources. It is better to promote an employees who meets the
requirements of the position than hiring from the outside. It is also an
evidence that employees competence is rewarded.
● Employee Referral. Referrals give employees a feeling of recognition or it
may cause problems if the individual referred does not perform
satisfactory.
● Employee Promotion. Morale is likely to increase and turnover decrease
when employees can be promoted.
● Databanks. The information regarding employees job qualification is
stored in a computerized databanks.
External Sources
The advantage of external sources is that there will be big potential applicant pool with new ideas to
join in the organization. The disadvantage is the possibility of getting or hiring mediocre to
unsatisfactory employees due to a large number of applicants for just one opening.

Unsolicited Application
This used to apply for a position without knowing whether an opening actually exists.

Advertising
As a recruiting source, advertising includes classified newspaper advertisement,
magazines and journal.
Educational Institution Placement Services
Provide important services to both the employer and the job seeker.

Public Employment Agencies and Private Employment Agencies

These agencies help employers design testing programs, job analysis and evaluation.

Web-based Employment Services

Using the web, the job seeker registers with the employment service and electronically
submits resume-type information.
Outsourcing
Organization turns over certain of its function to an
outside agency that has the specialization of recruiting,
selecting, and hiring employees. It is also common to
outsource janitorial, security, payroll processing, food
services, office services, ect.

Hiring people with disabilities.

Interview and Resume Preferences
1. Scanning Resumes. 2. The Interview.
➔ Almost all recruiters interviewed resort ➔ Employers now often try to reduce the list of
to “eye scanning” a resume, skimming it candidates further by conducting telephone
to find the key words related to the interview.
➔ The applicant who survives the telephone
position and power words that indicate
interview still faces a challenge.
the applicant is capable and ➔ Most recruiters size up the applicant very clear
hardworking - words like “adaptable, in the interview.
innovative, problem solving”, and skills ➔ The typical interview process is around two or
three hours long-even for an entry-level
like “oral communication, ability to position.
delegate.” ➔ Employers interviewed also provide examples
questions they frequently ask in interviews.
➔ Employers sometimes set traps for unwary
interviewees.
➔ HR people dislike applicants who take over the
interview.
➔ Applicants may not even to go through the
process for many position.