DPK30113 OFFICE

ADMINISTRATION 2

CHAPTER 1:
OFFICE
COMPETENCIES
PREPARED BY:
MRS. ZURINA AHMAD
1
 CONTENT
PART 1 - OFFICE COMPETENCIES
NEEDED FOR EMPLOYMENT

PART 2 - DEVELOPING OFFICE

COMPETENCIES

PART 3 - GENERAL EXPECTATION FOR

WORKERS

2
 PART 1:
OFFICE COMPETENCIES
NEEDED FOR EMPLOYMENT

3
OFFICE COMPETENCIES NEEDED FOR
EMPLOYMENT

 Office Competencies are a requirement for many

workers in performing their jobs

Many persons entering the workforce are

expected to have basic office skills or competencies

 Usually, the skills can be acquired through

your studies while you are still a student gaining
your basic education

4
NATIONAL OVERVIEW OF EMPLOYMENT
 Basically, Department of Labor publishes and
provide ONLINE The Occupational Outlook
Handbook.
 In U.S., Department of Labor does research to
predict the need for workers in the future.
Institutions, universities, use such projections to
plan courses that prepare students for jobs.

Available in electronic
ONLINE format such as on the
Internet or an Intranet

5
 WORKERS FACE EXPANDED JOB
RESPONSIBILTIES
Office activity increasing because of the growth of
business in the GLOBAL MARKETPLACE

New technology is responsible for the shift

If no INNOVATION in technology had occurred
during the last 20 years, about six times as many
office support employees are now employed would be
needed to handle the volume of activity
GLOBAL MARKETPLACE = Buying & selling of
goods or services throughout the world

INNOVATION = new method or idea 6

 AN OVERVIEW OF OFFICE
COMPETENCIES
 A wide range of activities make up office
competencies
FOUR major groups of activities based on primary
skills reflect the overall nature of office work

Word Processing
Data Processing
Information Management & Transmission
General Managing & Communicating
7
 1)WORD PROCESSING
DEFINITION = Producing written documents
such as letters or reports by using software
programs & computers

Some word processing

programs allow the user
to save documents in HTML
format

Closely related with

desktop publishing (high
quality printed documents
that include both text
and graphics) 8
Continued...
HTML = hypertext markup language, authoring language
used for World Wide Web and intranet documents

DESKTOP PUBLISIHING = producing high-quality

printed documents that include both text and graphics

Desktop Publishing is closely related to word processing

and requires many of the same skills. Examples of these
documents include newsletters, brochures and forms

Basic Desktop Publishing can be done using word

processing software such as Microsoft Word

Desktop Publishing software programs such as Adobe

PageMaker, are used for advanced desktop publishing
9
Example of Document from Desktop
Publishing Software
10
 Continued...
BASIC COMPETENCIES:
Efficient use of a computer in preparing many types of
documents is the goal of skill development in this area. The
essential skills include:

Keyboarding with speed & accuracy

Knowledge & skill in use of software programs
Skills in formatting & proofreading documents
A large vocabulary
Proficiency with grammar, punctuation & spelling
Ability to learn special vocabularies
Ability to follow instructions
Skill in preparing copy from audio recordings, if employed
as transcriptionist
Skill in dictating text & and commands if using Speech
Recognition Software 11
Continued...
Proficiency = Ability to perform at a satisfactory level

Speech recognition software = Computer programs

that allow the user to input text & commands by
speaking into a microphone

WORKERS WHO NEED THESE COMPETENCIES

Executives in many companies spend much time writing
messages.
Technical personnel such as engineer, advertising
designers, architects & public relations specialists are
employees likely to use word processing & basic desktop
publishing skills in their work
12
 Continued...
OPPORTUNITIES IN OFFICE SUPPORT SERVICES

Some office support staff work full-time handling word

processing & basic desktop publishing activities
Among the jobs in this category are: typist, word
processors & transcriptionist
Prepare drafts as well as final copies of letters, memos &
reports
Office support workers are considered for promotions to
jobs in the same category
For example, workers who quickly learn new software may
be promoted to a supervisory or training job.
Workers with good writing skills may become
administrative assistants
13
 2)DATA PROCESSING
DEFINITION = Collecting, organizing, analyzing &
summarizing data. The data generally in numeric form

This type of activity usually done using spreadsheet

@statistical computer programs

BASIC COMPETENCIES:
Proficiency with spreadsheet, database & related
software programs
Knowledge of arithmetic processes & statistical
methods
Ability to be consistently accurate
Knowledge of methods of organizing & analyzing data
Ability to interpret data
Ability to prepare reports that give information in a
meaningful way
Ability to maintain an organized workstation 14
Example of Data Processing 15
Continued...
WORKERS WHO NEED THESE COMPETENCIES

Accountant, budget analysis, brokers,

insurance salespersons & many other types of
workers in all kinds of organizations deal with
data & prepare reports

New software programs make processing data

faster & easier, these workers must continually
learn to use new programs & methods in their
work

16
 Continued...
OPPORTUNITIES IN OFFICE SUPPORT SERVICES

Many workers continue to be employed in the data

processing category
They include specialized clerks, such as accounts
payable clerk, billing clerk, order clerk, payroll clerk
and shipping clerk
Such clerk prepare & process sales, purchase,
invoices, payroll & other types of transactions
Companies need workers who can oversee automated
systems for processing data
Workers who have an APTITUDE for understanding
the total operation & have learned their job thoroughly
are good candidate for promotion 17
 Continued...

 APTITUDE = a natural ability or talent

Therefore,data processing is a basic office

competency for many workers

18
 3)INFORMATION MANAGEMENT &
TRANSMISSION
Organizing, maintaining & accessing records or data
Transmission refers to sharing information both within
& outside the organization

BASIC COMPETENCIES:

Ability to find the information needed

Ability to maintain @ develop an information system
Ability to give attention to details
Ability to use established procedures
Knowledge of records management principles & basic
filing rules
Good keyboarding skills
Proficiency in working with databases
Ability to meet deadlines & solve problems
Ability to work with others 19
Continued...
WORKERS WHO NEED THESE COMPETENCIES

A wide of range of workers need the skills in

this area
Personnel such as buyers, real estate brokers,
& property managers must have well-organized
information systems
The details they need to make decisions often
require them to design their own systems.
Often, their information must be available to
others
A well-designed system is the key to easy use
of information 20
 Continued...
OPPORTUNITIES IN OFFICE SUPPORT SERVICES

People who gathering & organizing data interesting

will enjoy work in this area
Work in this area involves updating & sharing data
promptly
Common jobs: hotel desk clerk, mailroom clerk,
records clerk, travel clerk & communications center
operators
Many workers continue to be employed in the data
processing category
Therefore, Information Management is a vital function
for most businesses 21
 4)GENERAL MANAGING &
COMMUNICATING
General managing mean handling work time & tasks
efficiently, creating & monitoring schedules, & tracking &
reporting the progress of tasks or projects
They also involves dealing with other employees &
customers
Setting up schedules, meeting deadlines & tracking the
progress the tasks are aspects of general managing
Communicating with customers & coworkers is a common
activity for many types of workers in a company
Reporting on tasks, projects @ budgets is also an aspect of
general managing
The reports are given orally & delivered with the use of a
multimedia presentation
22
 The flow structure of managing &
communicating in the office.

Position GM in organization
23
 Continued...
BASIC COMPETENCIES:

• Establish priorities
• Establish schedules & meet deadlines
• Work in teams
• Motivate others to complete work
• Use a personal computer & manage files
• Handle telephone calls effectively
• Give attention to several tasks at the same time
• Determine the time required for completion of tasks
• Communicate effectively both orally & in writing
• Interact with many types of people at all levels 24
Continued...

PRIORITIES
A listing of items in order of importance

INTERACTIVE
Involving the user or receiver, exchanging
information

25
 Continued...
WORKERS WHO NEED THESE COMPETENCIES

This skills are critical for a wide range of employees

Executives, salespeople & office support staff are
examples of workers who need these skills
Office workers must be good managers of their own
time
They must be skillful in guiding the work of any
employees who report to them
They must set priorities & follow schedules to
complete tasks
They must communicate clearly & effectively to
coworkers & customers 26
 Continued...
OPPORTUNITIES IN OFFICE SUPPORT SERVICES
The most common jobs include administrative
assistant, secretary, customer service clerk, receptionist
& general office assistant
Some position required specialized skills
Secretary = may require high-level information
processing skills
Receptionist = must be at ease in meeting & talking
with all types of people
General Assistants = learn to handle the special needs
of the offices in which they work
They need to take INITIATIVES in completing tasks
in the proper manner
27
 Continued…
- Higher-level jobs are available to those who perform
their initial tasks with success.

- Here are many jobs in companies for those who have

the ability to:

 Complete tasks with little @ no supervision

 Use oral & written communication skills effectively
Meet deadlines
Organize tasks & work independently
Evaluate their own performance objectively

28
YOUR FUTURE PROSPECT…
* Your education, including business subjects, provide
you with a background of value in many jobs

* Some companies have on-the-job training to prepare

employees for new tasks or new ways of doing their
jobs

* Company prefer to hire qualified workers who will

help company be successful and achieve company
goals

* Continuing your education will add to your skills for

jobs that interest you
29
 PART 2:
DEVELOPING OFFICE
COMPETENCIES

30
ISSUES AFFECT ACHIEVING
COMPANY GOALS
1. Total Quality Management
2. Continuous Improvement
3. Customer Satisfaction
4. Ethical Standards
5. Responsible Teamwork
6. Global Marketplace
7. Diversity

31
1.TOTAL QUALITY MANAGEMENT (TQM)
 Establishing and maintaining high standards in how
work is done and in the creation and delivery of
goods and services.
 The thrust of TQM is that managing quality is
everyone’s business. For example, all office support
workers were asked to keep track of the errors in
their work.
 Two Common Errors:
 Omitting an attachment with a letter
 Letter and failing to answer the questions of
callers.
 After recording such errors, a new way of working
must be establish so the errors would not recur.
32
Continued...

Many companies have developed slogans such

as “Quality is everybody’s business’ @ We want
to be the best in all we do” to highlight their
quality goals.

33
2. CONTINUOUS IMPROVEMENT
 Being alert at all times to ways of working
more productively
 All employees are encouraged to take part in
continuous improvement efforts
 Concept of continuous improvement need to
be apply to overcome the problem of policies &
procedures used by company may become
outdated @ inefficient
 It begin when we look at the work that is
done & how it is being done
 Improvement are often possible
34
3. CUSTOMER SATISFACTION
 Customers relation is a key focus in many
companies
 Many people believe that attention to customers
is very important for long-term success
 Many companies provide a telephone number
that customers can call with questions about
products or services
 Companies conduct surveys and study the
results to make changes to improve customer
satisfaction
 Example of customer survey (refer
manual 35
4. ETHICAL STANDARDS
 Companies have developed standards of
conduct for their employees called Code of
Ethics @ Code of Conduct.
 Code of ethics = Moral standards or values
and related behavior.
 Ethical standards require honesty, fairness and
justice. These quality provide foundation of
trust.
 Employees found guilty the code of ethics may
be subject to disciplinary action or dismissal.

36
5. RESPONSIBLE TEAMWORK
 Although some people work alone, employees
must work in teams to complete tasks. For a
team work effectively, each team member
must understand purpose or goals of the
team. Communication is important for remote
teams.

37
6. GLOBAL MARKETPLACE
• Area in which a company does business is called
marketplace
• Some companies have moved into the global
marketplace using only traditional sales
methods such as retail store.
• Other companies have expanded using
[E-Commerce = business conducted
electronically, as in making purchases @ selling
product via WWW]
• Business conducted electronically, as in buying
and selling on the [World Wide Web = computers
on the Internet that use & transmit HTML
documents]
38
7. DIVERSITY
 Reflected in a workforce with people from a
wide range of ethnic & cultural backgrounds
 The quality or state of having differences or
variety of culture
 Employees are expected to respect
coworkers & customers from all
backgrounds
 Training programs are conducted to help
employees become aware of issued related to
diversity 39
 PART 3:
GENERAL EXPECTATION
FOR WORKERS

40
 GENERAL EXPECTATIONS
FOR EMPLOYEES

1. Reliability
2. Productivity
3. Cooperativeness
4. Independence in Learning

41
1. RELIABILITY
 Employers rely on employees to report to
work on time. Companies expect employees to
keep company business confidential and to
protect the assets of the company.
 Employees must be prepared to learn new
skills and handle new tasks as circumstances
change.

42
2. PRODUCTIVITY
 A measure of the amount of quality work
done in a certain amount of time.
 Following a schedule ensures you will
complete the amount of work expected of you
is important.

43
 BARRIERS TO
PRODUCTIVITY

 Talking with friends on the telephone during

working hours
 Chatting with coworkers for long periods of
time
 Failing to keep and organized workstation
 Failing to set priorities
 Moving from task to task before completing
any one task
44
3. COOPERATIVENESS
 Being cooperative is an important quality for
all employees.
 Employees must be prepared to learn new
skills and handle new tasks as circumstances
change.
 Employees who believe they need to do only in
their job descriptions are not effective
workers.

45
4.INDEPENDENCE IN LEARNING
 Learning must be a lifelong activity
 As office profesional, you may need to learn use
new computer programs or follow new
procedures to complete you work tasks.
 Reading current articles is one way an
employee can continue to learn.

*Ezine = electronic magazine available on the

World Wide Web

46
STRATEGIES FOR
DEVELOPING OFFICE COMPETENCIES
 Your education has been focused on
developing critical basic competencies
(reading, writing, speaking, etc.)
 Set goals for improving or developing new
competencies.
 Work experience give an introduction to what
work is like.

47
END…THANK YOU. 48