The Administrative Professional: Technology & Procedures, 14th Edition

Cover......Page 1
Title Page......Page 2
Copyright......Page 4
About the Authors......Page 9
Brief Contents......Page 10
Contents......Page 11
Part 1......Page 14
The World of Office Administration......Page 16
Employer Expectations......Page 19
Employer/Employee Responsibilities......Page 22
The Work World of the Administrative Professional......Page 23
What Is a Professional?......Page 32
Thinking Skills......Page 36
Your Professional Image......Page 39
Business Etiquette......Page 42
Goals and Accountability......Page 49
Workstation Organization......Page 53
Manage Your Workload......Page 54
Life Management......Page 60
Part 2......Page 66
Ethics: The Basics......Page 68
Characteristics of Ethical Organizations......Page 70
Making Ethical Choices......Page 74
Working Ethically......Page 76
Teams at Work......Page 84
The Team Process......Page 87
Contributing to the Team......Page 89
Effective Teams and Team Challenges......Page 92
Customer Focus......Page 99
Customer Focus Strategies......Page 101
Customer Service Skills......Page 104
Handling Difficult Situations......Page 108
Part 3......Page 114
The Communication Process......Page 116
Listening Skills......Page 118
Verbal Communication Skills......Page 120
Written Communication Skills......Page 121
Need for Presentation Skills......Page 138
Planning Presentations......Page 139
Writing Presentations......Page 141
Using Visual Aids......Page 142
Practicing Presentations......Page 145
Delivering Presentations......Page 147
Giving Team Presentations......Page 149
Telecommunication Tools......Page 155
Networks for Telecommunications......Page 156
Telephone Communication......Page 159
Workplace Collaboration Tools......Page 165
Security Issues......Page 170
Meetings in the Workplace......Page 176
Meeting Formats......Page 178
Meeting Responsibilities......Page 180
Conferences......Page 190
Conflict Resolution......Page 193
Part 4......Page 200
Value of Records......Page 202
Storage Supplies, Equipment, and Media......Page 203
Records Storage Systems......Page 206
Filing Procedures for Physical Records......Page 211
Filing Procedures for Electronic Records......Page 220
Preparing Outgoing Mail......Page 229
Sending Outgoing Mail......Page 233
Handling Incoming Mail......Page 235
Office Copiers......Page 239
Retaining Records......Page 242
Domestic Travel......Page 249
International Travel......Page 253
Travel Procedures......Page 257
Financial Statements......Page 269
Employee Benefits......Page 274
Employee Payroll Deductions......Page 277
Financial Forms and Transactions......Page 279
Part v......Page 288
Sources of Job Information......Page 290
Researching and Applying for Jobs......Page 293
Job Interview Skills......Page 300
Job Advancement and Changes......Page 304
Leading and Managing......Page 311
Leadership Traits......Page 315
Leadership Styles......Page 318
Leading People......Page 320
Reference Guide......Page 331
Abbreviations......Page 332
Capitalization......Page 333
Misused Words and Phrases......Page 334
Number Usage......Page 336
Parallel Construction......Page 337
Pronouns......Page 338
Punctuation......Page 339
Spelling Rules......Page 342
Tips for Writing and Editing......Page 343
Word Division......Page 344
Document Formats......Page 345
Proofreaders’ Marks......Page 356
Glossary......Page 357
Index......Page 362