The Contemporary Office

• TRENDS IN THE OFFICE ENVIRONMENT

• 1.MODERN COMPUTER TECHNOLOGY

1.MODERN COMPUTER TECHNOLOGY

Office technology refers to the use of computer systems, software and networks. For processing and distribution of data and communicating information in the organization. We started using those beepers, Typewriters and Etc. But nowadays we started using these technologies that Includes:

• Internets and intranets

• Web pages

• Web-based emails

• Voice mails

• Electronic calendars

• Movie projectors

• Multimedia systems

ADVANTAGES

• Encourages innovation and creativity.

• Improved communication

• Efficiency and Productivity

• Social Networking

Disadvantages

• Unemployment

• Wastage of Time and Energy

• Data Security

• Competency

Globalization

• It is the process of international integration arising from interchange of world views, products, ideas and other aspects of culture.

Advantages

• Availability of Foreign Goods

• Better Quality of Life

• Increased Wealth

• Job opportunities

Disadvantages

• Company Culture

• Distance

• Costs

• Ethics

FOCUS ON QUALITY

• Quality - It is meeting or exceeding What Are the basic qualities that is needed by the company.

Qualities needed in the Office

• Communication Skills

• Computer Skills

• General Office Skills

• Advanced Skills

Restructuring and Downsizing

• Restructuring – it was the act of reorganizing the companies ownership, operations and other structures in order to make the company more profitable…..

• Downsizing – is the process of reducing the numbers of the employees in order to make the company manage its payroll.

Advantages

• Operational cost will decrease.

• Payroll expenses will be lowered.

• Will be able to improve its technology.

Disadvantages

• They may lose their highly skilled workers.

• Added training expenses.

• They may suffer from the productivity.

• Decision making

• Reputation

TECHNOLOGY AND THE OFFICE

• 1.HARDWARE

• 2.SOFTWARE

HARDWARE

• A. BASIC UNITS

• B.INFORMATION INPUT AND OUTPUT

• C.CLASSIFICATIONS OF COMPUTERS

HARDWARE

• Hardware refers to the computer equipment.

• A computer hardware consist of five basic units.

A. BASIC UNITS

THE KEYBOARD

It is the most basic input device used today.The alphanumeric keyboard is the part that is almost identical to a typewriter keyboard.The keyboard with its function keys and numeric/cursor keypad lets you type in data and commands to the computer such as Page Up, Page down, Delete, Home, Insert, etc.

THE MONITOR

• It is TV-like screen used to display information from the computer.

• Information displayed is referred to as soft copy since nothing is printed on paper.

• The paper printout is called hard copy.

• The monitor is called a cathode ray tube or CRT.

THE CENTRAL PROCESSING UNIT (CPU)

• It is the “brain” of the computer.

• It is the main section containing the memory, arithmetic/logical and controls units.

THE DISK DRIVE

• A disk is a metal platter that resembles a stereo record.

• Anything in the memory section of the computer can be stored on a disk and recalled later.

• The disk drive is storage device that increases the computer’s capacity for saving data.

THE PRINTER

• It is a unit used to reproduce information from the computer onto paper.

THE CLASSIFICATION OF COMPUTER

MAINFRAME COMPUTER

• Mainframe computers are large computers that have variety of networks terminals making it possible for more than one user to operate on it at the same time. Mainframe computers are very expensive to purchase and maintain. The Central processing unit and the computer memory were housed in large cabinet from which the term “mainframe computer” was coined.

• There are divergent positions with respect to the origin of Mainframe computers. However, mainframe computers came into existence as a result of the increasing need in the 1930s to compute and analyse massive data which simple electronics machine could not do. IBM is popularly known as a major player in this regard. Since its invention the system is reputed for its high stability, security, accuracy and reliability.

• Unlike the first generation mainframe computers which were as large as the size of a room, modern IBM zSeries is smaller, more powerful and has the ability to run multiple operating systems. IBM has over 90% market share in the global market for mainframe computers.

• They are usually used by large organisations like Banks, government of countries and large business concerns.

• They are housed in dust free, cool environment and other regular computer maintenance culture.

Minicomputer

• Minicomputers are medium sized computers developed in the 1960s. It lies in between mainframe and microcomputers. They were design for user’s interaction and day to day computing needs rather than sorely for large or massive computation. It is popularly known in contemporary times as midrange computers.

• They perform same functions like the Mainframe computers both on a smaller scale and capacity. Minicomputer is also a multi-user device with different network interfaces just like the Mainframe but lesser in the number of networks.

• The Minicomputer does not have any special environmental requirement like the Mainframe computer so they can be located conveniently at different offices in an organization. However, normal computer maintenance practices should be carried out.

• Due to the huge capital requirement to manufacture minicomputer, its popularity declined after the emergence of microcomputer which was far cheaper to manufacture and also due to its flexibility.

Microcomputer

• is the commonest computer seen everywhere in Schools for learning purposes, Offices and homes. The Microcomputer derives its name from its use of a microprocessor (CPU) memory located in one integrated micro chip or circuit. Unlike large computers that use more than one chip for its processing activities.

• As computer technology grows, it became increasingly possible to package the entire computer components in smaller sizes than was obtainable many years ago. Some microcomputer can do in terms of speed same thing that some Mainframe computers can do several years ago.

• Micro computers are the smallest in size and they come in different forms such as Laptop computer, Desktop, Palm Top computer, Notebook etc. Generally, they use one central Processing unit and are usually used by one person at a time.

SUPERCOMPUTER

• A supercomputer is the giant of the computer world. It is usually the most expensive and can be afforded by very few bodies like an organization, countries and research institutions. It is used for large amount of mathematical calculations. It is reputed to have more than fifty time speed than the microcomputers. Just like the Mainframe computer, it requires a dust free and a cool environment for optimal performance and maintenance.

2. SOFTWARE

• A.WORD PROCESSING SOFTWARE

• B. SPREADSHEET S SOFTWARE

• C. DATABASE MANAGEMENT SOFTWARE

• D.GRAPHICS SOFTWARE

SOFTWARE

Software programs control the operations pf the computer system.

Software means computer  instructions or data.

• Systems Software

• Systems software includes the programs that are dedicated to managing the computer itself, such as the operating system, file management utilities, and disk operating system (or DOS). The operating system manages the computer hardware resources in addition to applications and data. Without systems software installed in our computers we would have to type the instructions for everything we wanted the computer to do!

• Applications Software

• Application software, or simply applications, are often called productivity programs or end-user programs because they enable the user to complete tasks such as creating documents, spreadsheets, databases, and publications, doing online research, sending email, designing graphics, running businesses, and even playing games! Application software is specific to the task it is designed for and can be as simple as a calculator application or as complex as a word processing application.

WORD PROCESSING SOFTWARE

• This package allows the user to create, edit, format, store, and print documents.

• Editing is making changes in a document to correct errors or improve content.

• Formatting refers to adjusting the appearance of the documents so that it is well-positioned on the page.

• Add-on programs like spell checker, thesaurus, grammar and language assistant9translation) were also developed.

SPREADSHEET SOFTWARE

• It displays large “sheets” of columnar accounting paper.

• With spreadsheet technology, mathematical computations in columns of data are done by computer.

• This software package is helpful for preparing reports based on sales, or budget records, or for accounting for funds.

DATABASE MANAGEMENT SOFTWARE

• This allows for fast and easy access to data.

• The database is a collection of records and the management system allows the user to organize, process index, sort, edit, store, retrieve, and print a summary report automatically.

• This software acts as a very efficient filing system.

GRAPHICS SOFTWARE

• Graphics software allows the user to show words, numbers and data in the form of pictures.

• Charts diagrams, and drawings can be created to increase the impact of the message and to make the presentation attractive

THE OFFICE PROFESSIONAL

I. Business knowledge skills Keyboarding (Typing)- the process of writing or inputting text by pressing keys on

a typewriter, computer keyboard, cell phone, or calculator

English language usage- Spelling, Grammar and Punctuation. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Spelling- loosely defined, refers to the activity of forming words from letters, or, conversely, the process of naming the letters that form a word.

Grammar-very important within the English language, since it is, in effect, the glue that holds the language together. With the use of incorrect grammar sentences can become meaningless and their message is unclear.

Punctuation-one of the most important aspects of written English, and yet it is one that is taken the most lightly. It is, in fact, this feature of writing that gives meaning to the written words… much like pauses and changes in tones of the voice when speaking

Office Machine Operations-Copier, Fax, Calculator and Etc. -If the office is involved in binding operations, then they will require a good office equipment for binding because all the customers demand perfect binding for their documents. This shows that every office has its own needs and requirements and if the proper office equipment is not available in order to carry out that operation, then the entire task will not be completed successfully.

Telephone-is a telecommunications device that permits two or more users to conduct a conversation when they are too far apart to be heard directly. A telephone converts sound, typically and most efficiently the human voice, into electronic signals suitable for transmission via cables or other transmission media over long distances, and replays such signals simultaneously in audible form to its user.

Mail Management-a specific field of communications management for managing high volumes of inbound electronic mail received by organizations. Today, mail management is an essential component of customer service management. Customer service call centers currently employ mail response management agents along with telephone support agents, and typically use software solutions to manage mails.

Information (records) Management-concerns a cycle of organizational activity: the acquisition of information from one or more sources, the custodianship and the distribution of that information to those who need it, and its ultimate disposition through archiving or deletion.

Greeting Visitors- it is important that you have staff trained to greet visitors in a way that is professional, yet friendly. After all, the person at a reception desk, for example, is the one that provides that essential first impression about any business.

Telephone-is a telecommunications device that permits two or more users to conduct a conversation when they are too far apart to be heard directly. A telephone converts sound, typically and most efficiently the human voice, into electronic signals suitable for transmission via cables or other transmission media over long distances, and replays such signals simultaneously in audible form to its user.

Mail Management-a specific field of communications management for managing high volumes of inbound electronic mail received by organizations. Today, mail management is an essential component of customer service management. Customer service call centers currently employ mail response management agents along with telephone support agents, and typically use software solutions to manage mails.

Information (records) Management-concerns a cycle of organizational activity: the acquisition of information from one or more sources, the custodianship and the distribution of that information to those who need it, and its ultimate disposition through archiving or deletion.

Greeting Visitors- it is important that you have staff trained to greet visitors in a way that is professional, yet friendly. After all, the person at a reception desk, for example, is the one that provides that essential first impression about any business.

Telephone-is a telecommunications device that permits two or more users to conduct a conversation when they are too far apart to be heard directly. A telephone converts sound, typically and most efficiently the human voice, into electronic signals suitable for transmission via cables or other transmission media over long distances, and replays such signals simultaneously in audible form to its user.

Mail Management-a specific field of communications management for managing high volumes of inbound electronic mail received by organizations. Today, mail management is an essential component of customer service management. Customer service call centers currently employ mail response management agents along with telephone support agents, and typically use software solutions to manage mails.

Information (records) Management-concerns a cycle of organizational activity: the acquisition of information from one or more sources, the custodianship and the distribution of that information to those who need it, and its ultimate disposition through archiving or deletion.

Greeting Visitors- it is important that you have staff trained to greet visitors in a way that is professional, yet friendly. After all, the person at a reception desk, for example, is the one that provides that essential first impression about any business.

II. Professional imageClothing

The First Impression -In psychology, a first impression is the event when one person first

encounters another person and forms a mental image of that person. Impression accuracy varies depending on the observer and the target (person, object, scene, etc.) being observed.

-The first impression largely visual. Clothes will not compensate for weak credentials or poor work habits but a person who is neat in appearance can open doors for better career possibilities.

-First impressions are very important. They can be about attitude as well as dress.

Clothes sense is not inborn but it can cultivated.

Standard dress

Standard Dress

Men -a suit in a conservative and dark color, like navy or charcoal

-a tie which doesn't draw attention to itself

-a pressed shirt (preferably white)

-socks that match your pants (never wear white socks).

Women -a pant suit or skirt suit in a conservative color (If wearing a skirt suit, make sure the skirt is of a moderate length, and you wear neutral hose without snags or runs)

-a conservative blouse (When wearing a dress shirt, women should also button up, taking care to avoid a very revealing neckline.)

Shoes -Shoes should be traditional and conservative.

-They should be in good condition, polished (no scuffmarks) and not run down in the heels.

-Heels should be a comfortable height and not too high (not more than 1-2 inches). (Avoid wearing open-toed shoes or sling backs.)

Grooming

-prepare or train (someone) for a particular purpose or activity.

-Jewelry and makeup should be discreet.

- Avoid distracting amounts of both.

-Keep your hair neatly styled and your nails at a professional length.

-If you wear nail polish, choose a subtle shade and be sure your polish is neat.

-Do not wear perfume, cologne, or fragrance of any kind(your interviewer may be allergic.)

-Go over your outfit with a lint brush before the interview.

-When you arrive at your interview, stop by the rest room and give your attire one final check in the mirror.

-Generally, men and women should remove their facial piercings if they have them.

Posture and poise

POISE define as balance and stability

POSTURE is the way in which your body is positon when you are standing or sitting

-This is the ability to look calm, relax, cool, composed and confident..

-Poise is valuable in many high-pressure jobs because it will make you work with calm and composed, too.

-Stand tall and use good posture when you were sitting in a board meeting.

Speech

-Quality of you that has an impact on your personality.

-Refinement and good breeding is reflected on the kind of language you use. Foul or gutter language destroy your professional image.

-Use vocabulary that demonstrate wise and precise use of language.

-Slangs expressions are not use in the office

III. PERSONAL ATTRIBUTES

Professional Attitude

1.1 Refers to a devoted attention to the job so that it is performed as completely, efficiently, and cheerfully as possible.

1.2 Excellent team worker, pleasant and cooperative enthusiastic, and interested in the work.

1.3 Avoids complaining

1.4 Not moody. Tries to be agreeable most of the time.

1.5 Accepts suggestions and supervision well.

1.6 Complies with office rules and regulations

Ethical Behavior

2.1 Possesses the strength of character to do what is right regardless of the outcomes.

2.2 Refuses to engage in office politics (“who you know”) but holds on to one’s value system.

2.3 Strictly observes office hours, does not watch the clock; does not disappear frequently.

2.4 Accepts responsibilities; does not attempt to pass the blame to others for errors or shortcomings.

2.5 Maintains honesty and integrity (company supplies/equipment never taken for personal use).

2.6 Respects the privacy of others.

Loyalty

3.1 Trustworthy; handles sensitive information and keeps silent about confidential

3.2 Understands the objectives of management and defends them if need be.

3.3 Supports the executive and his ideas, decisions, projects, or programs.

3.4 Keeps company affairs to himself, does not discuss with others anything that might discredit the executive or the company.

3.5 Cost conscious; uses company supplies wisely.

3.6 Committed to quality work on all occasions

3.7 Willing to exert extra effort or make personal sacrifices when needed.

FLEXIBILITY

4.1. Turns out good work under unusual circumstances or in new environment.

4.2. Responds to sudden changes in instructions.

4.3. Tackles jobs that have not been done before

4.4. Shows alertness and intelligence.

4.5. Learns job requirements quickly.

SELF-ESTEEM

5.1. Has a strong belief on one’s self, one’s competence, and one’s worth.

5.2. Radiates inner peace; displays confidence.

5.3. Acts decisively in pressure situations

5.4. Highly motivated to improve job performance

5.5. Not defensive or uncooperative

5.6. Has excellent ability to concentrate on intellectual endeavors

5.7. Focuses more one’s accomplishments rather than on failures.

TACT AND DIPLOMACY

6.1. Possesses a sensitive perception of the right thing to say or do.

6.2. Listens, speaks and acts in a manner appropriate to the situation

6.3. Avoidsupsetting anyone because of careless or offending words.

6.4. Emphasizes the positive rather than the negative traits of others.

6.5 Suggest rather than command, request rather than demand.

IV. Communication skills

COMMUNICATION PROCESS-Communication is the lifeline of the business. Without it, no letter would be

sent, no other would be place, no contract signed. FOUR COMPONENT

SENDER- begins the process when he creates a message. Good senders should be specific.

MESSAGE- it is the vehicle that carries the sender’s thought. It can be verbal or nonverbal.

RECIEVER- recipient of the message. RESPONSE- (feedback) occurs when message is receive. It may react positively

or negatively.NOTE: “IF ONE UNIT IS MISSING, THERE IS NO COMMUNICATION”

TECHNIQUES TO REDUCE COMMUNICATION BREAKDOWN

2.1 Work hard at listening actively. Set goals for what you hope to learn.2.2 Overcome distractions. Drive distracting thoughts from the mind. Ignore

noisy surroundings.2.3 Be less self-concentrated but more people oriented. Check if the other

person understands the message.2.4 Check for nonverbal cues. Pay attentions to how other react when you

communicate.

2.5 Do not interrupt. Suspend judgment when the other person is speaking.2.6 Do not plan your response while the person is still speaking.2.7 Eliminated slang expressions and serious speech defects. Use correct

grammar.2.8 Take notes but write only the main points of the message.

V. HUMAN RELATIONS PRINCIPLES

Be sincerely friendly and courteous to everyone. Radiate pleasantness and goodwill. Smile. Never pay insincere compliments.

Advance on your ability and merit Avoid arguments. Discuss difference calmly and objectively. Do not involve yourself in gossip or slander. Respect the right of privacy regarding the personal

lives of colleagues and superiors. Learn to accept justified criticism. Make a sincere effort to improve. Give credits and praise to others. It will make a difference in your relationship with them. Take time to be helpful. Be concerned. Offer assistance. Be an encourager. Be considerate. Do away with annoying or distracting behavior that will disrupt you the team

spirit (being disorganized, talking loudly, whistling, etc.) Learn the preferences, priorities, and work habits of the executive. Express support when he has

reached a decision. Develop a sense of humor. However, display it at the right time and in a way that is free from

unpleasant irritations. Be tactful. Do not upset anyone because of careless remarks.

The Office Professional’s Responsibilities for Efficiency and Productivity

I. Introduction of Effectiveness and Efficiency

Effectiveness

Producing a result that is wanted. Producing a desired o definite result.

Efficiency

The ability to do something without wasting materials, time or energy.

II. Time Management Techniques to Increase Productivity

1. Establish Priorities

Prioritizing

Priority Task

Non-Priority Task

2. Prepare To-Do-lists

Scheduling

Listing Jobs

Color Coding System

3. Keep Schedule

Long term schedules

Weekly schedules

Daily schedules

Routine works

Special works

Time Management

Time management involves analyzing how time is spent, and prioritizing different work task.

Time management is making wise scheduling decisions which involve self-discipline.

Importance

We are living in more complex age than before.

We are living in an age which employees demand much of their employees.

Advantages

More productive.

Reduce your stress.

Improves self-esteem.

Achieve balance in your life.

Reach your goals.

Disadvantages

Limited time.

Social priorities

4. Handle Paper Work as Quickly as Possible

Handling paper at Once

5. Simplify Repetitive Work

Office work simplification is to use common sense to organize and eliminate waste of material, equipment, time, energy, and space in the performance of office work.

6. Perform Task Correctly the First Time

It is more important to produce work on the first try.Check each finished task for correctness before you release it.

7. Develop a Procedure Notebook

Determine certain procedures in your office that must be followed, and develop a procedures book with the steps in outline form.

8. Utilize Slack Time

Clear away papers no longer needed

Rearrange the files

Store obsolete files in transfer drawers

Check and restock supply cabinet or desk drawer

Arrange for needed equipment repairs

TIME WASTERS

It is someone or something that uses too much of time in a way that is not necessary, effective or useful.

EXCESSIVE SOCIALIZING

Conversation with coworkers and other persons who maybe in office to talk about something other than work cannot avoid, but too much time can be wasted during the work day in excessive socializing.

SOME EXAMPLES ARE:

Chatting in restroom with coworkers or friends.

• Making personal telephone calls or receiving and entertaining friendly calls.

• Too much conversation with drop-in visitors from both inside and outside the office.

DISORGANIZATION

One of the major wasters for the office professionals is a disorganized and cluttered desk. The habit of putting on your desktop all items that you are using and will not be using momentarily is not good. A trained and efficient worker should observe systematic procedure of accomplishing his work every day. The following general suggestions may be helpful:

Keep off the desktop all object that are not in constant use.

Organized incoming and outgoing materials

Plan ahead where to get the materials and needed for quick operation of performing the work.

Eliminate many unnecessary steps and wasted motions by properly arranging your equipment and supplies.

Place frequently needed materials and supplies within easy reach.

Organized desk drawers, The following are suggestions:

PINK- CENTER DRAWER

GREEN- TOP SIDE

BLUE-MIDDLE SIDE

VIOLET- BOTTOM SIDE

INEFFECTIVE COMMUNICATION

As an office professional, you will be judge by the way you handle matters concerning communication. Time wasted when communications is not clear enough that extra is needed for the right reception of the message. Time is also wasted if you will present an incorrect report because you misunderstood the instruction from your employer, You may also lose a customer.

You have to communicate both orally and in writing with people in the office and customers and people from the organizations.

You will need good verbal communication skills for good public and personal relations and for proper performance on the job and good listening and reading skills.

You will need good writing skills to prepare an effective business letters and reports.

Use good communication techniques. Here are some suggestions:

When you are given instructions, repeat your understanding of the communication.

Be sure to get accurate and complete information.

Don’t be afraid to ask questions.

When you are communicating face-to-face, look at the person and listen attentively to what he is saying.

HANDLING VISITORS

GREETING VISITORS

Since office professionals are adept at welcoming visitors, they must have a knack for putting them at ease and making them comfortable.

When a visitor comes at your desk, you treat him or her as a guest, not a nuisance.

Stop what you are doing and look directly at the person.

Give the visitor your immediate and full attention.

A pleasant greeting sets the stage for building rapport.

If you are talking on the phone, acknowledge the visitor with a nod or a smile to indicate that you will soon be free.

Remember not to judge the importance of visitors by their appearance.

Pay close attention to the name of a first-time visitor so that you repeat it without mispronouncing it. In some instances, you may ask for the correct spelling of the name.

You can train yourself to remember a person’s name by using it when addressing the person.

Prepare a memory cue card by recording the name, important information (company, position, and product) and descriptive details like height, appearance or distinguishing mars.

Associate the person’s name and face with these features and information.

SCREENING VISITORS

Office visitors can come from outside the company or they can be employees of the company, personal friends, or a family members of the executive.

They may arrive in the office with or without appointments. A good practice is to learn he executive’s preference for seeing visitors by asking guidelines:

Does he want to see everyone who calls or are there persons he would rather let you handle yourself without seeing them in his office?

Will he see “drop in” or unscheduled visitors?

Are there visitors he prefers to avoid?

Does he prefer to see certain visitors ate specified day or time only?

ADMITTING VISITORS

• First-time callers and distinguished visitors should be escorted into the executive's office instead of letting them find their way. Before leaving your desk, cover confidential papers you are working on or inconspicuously slip them into a folder. After entering the office with the visitor, make the proper introductions and leave the room quietly.

• The executive may sometimes walk out to greet the visitors. When there is a number of visitors waiting, indicate who is first.

MAKING INTRODUCTIONS

• When making introductions, the person given greater courtesy named firs. In business introductions, the name of the person of high position is given first.

• Use titles such as Doctor, Attorney, Reverend, Director, etc. Sometimes you will sense that additional information about the people introduced will be needed.

ASSISTING WAITING VISITORS

• Visitors may arrive early before their appointment time. See to it that they are seated comfortably while they wait. Provide interesting, current reading materials.

• Offer coffee or some drinks if that is the office practice. You can resume your activity but do not forget the visitor.

• You are not expected to entertain visitors but you can start light conversations with them.

• However, be wary of touching controversial topics like politics or religion.

HANDLING DELAYS AND INTERRUPTION

• If a visitor is kept waiting too long, apologize for the delay and explain the reason for it.

• Appointments may run behind schedule. If it is not possible to get back on schedule, ask the waiting visitors if they would like to reschedule their appointments.

• Sometimes the delay is caused by a visit lasting too long. If this happens, call the executive on the phone and mention that the next appointment is due, or take a written note into his office with this information.

HANDLING PROBLEM VISITORS

Problem visitors may include:

• Those who refuse to give their names or the nature of their business.

• Those who insist on obtaining information about the executive and the company.

• Repulsive, high-strung visitors who use inappropriate language and disrupt the office.

• Those who force their way into the executive's office.

• Insistent salesmen or fund raisers who refuse to identify themselves.

• Visitors whose mannerisms and attitude are unprofessional.

KEEPING APPOINTMENTS

I. SCHEDULING APPOINTMENTS You may record pre-schedule appointments either on an appointment calendar or in a appointment book. You can also calendar entries on your computer. Include the following information:

• Name of the person, business connection, telephone number• Purpose of the appointment • Date and time of the appointment • Where the appointment is to be held if other than in the executive office.

AVOIDING UNKEPT APPOINTMENTS

• One of the most difficult task of the office professional is to present overlapping or conflict appointments.

• The executive occasionally over looks notifying you of appointments made outside the office.

REFUSING APPOINTMETS

• Refusing appointment can be cushioned by being tactful and sincerely honest. A credible reason for the refusal is in order.

CANCELLING APPOINTMENTS

• If it necessary to cancel appointments, notify out-of town visitors immediately. Local visitors likewise should be notified by phone. Cancel the appointment as early as possible so that the schedule can be rearranged.

• The office professional owes the affected visitor an honest explanation for the cancellation. • In doing so, however, always be discreet. • It is unnecessary to disclose the details of the situation.

UNIT V Communicating: Telephone and Communication Skills

COMMUNICATING BY TELEPHONE

The telephone is an indispensable tool in every organization, large or small, regardless of the business in today’s information age. Much of the wide usage of the telephone has come about because it provides inexpensive , convenient, rapid, and direct means of verbally communicating information. Due to advanced science and technology, the telephone equipment has undergone numerous changes in the past years.

Telecommunication, which is electronic transmission of text, data, video, or graphic is the very apparent today in modern offices. With the many new devices available, management and office professionals still

believe that with the telephone, verbal contact with individuals both within and outside the office is an essential activity for an effective and efficient office performance.

Advantages of using telephone in the office

• The telephone is a real conversation between two persons in which information can be exchanged, ideas expressed, and plans and problems considered in friendly or business-like discussion

• A telephone is used for preparatory discussion, collection of information and making arrangement of meetings and appointments.

• The telephone can be very effective in reducing travelling cost.

• The telephone can be effective in increasing sales, handling low volume accounts, and contacting delinquent account.

• Good telephone practices can aid in building the goodwill of any enterprise and help get work accomplish.

• Many important matters of minor importance can be settled by telephone satisfactory and in a minimum of time.

TELEPHONE RESPONSIBILITIES

Applicable to the office professional and should become a basic part of daily activity

Develop a Pleasant Voice

- To the telephone caller the office professional who receives incoming calls, represents the company

- She must present good image and the first aspect of which is her VOICE

- The company is judged by the voice on the line.

Alert

Natural

Distinct

Expressive

It's tone and modulation must,> carry your personality> express your meaning> invite a favorable response

Our voice and manner of talking can reflect. .

>Efficiency

>Interest

>Tact

>Knowledge

>Charm

- Through voice, opinions are formed with what you say and how you say it.- A pleasant voice has been called a "voice with a smile"

Speak Distinctly

Achieve considering the ff.1.2.1 Speak directly into the telephone with your lips about half an inch or one inch from the mouthpiece. Accuracy and understanding depend on talking directly into the transmitter. In this way you may speak naturally without disturbing anyone.1.2.2 Be certain that you do not have gum, food or a pencil in your mouth when you answer the telephone. You cannot speak distinctly with something in your mouth.1.2.3 Pronounce every syllable and word correctly and clearly. If you take sufficient time to pronounce every word and syllable correctly, you will be speaking at any acceptable rate.1.2.4 Speak with an attractive tone. 1.2.5 Speak in a normal tone of voice. Do not shout and do not mumble. The mumbler, shrieker, and the marathon talker are not acceptable to the listener.

1.2.6 Avoid sounding curt1.2.7 Avoid the impression of haste1.2.8 Avoid too, all cheaping slang expression such as "alright," "yep," "OK", and "yeah."1.2.9 Be especially careful when saying numbers over the telephone because every digit must be clear.

Helpful and Considerate -If you have to leave the line to get important information, you have to ask first.

You may say. . . "Will you wait or may I call you back?“

-periodically report your progress and on returning thank him. " thank you for waiting"-to show considertion and courteously making him feel that you consider his request.-let the caller hang up before you replace the receiver.

1.4 Be Discreet

-Be careful with the explanation that you will give to the caller if your employer is not on the office and can't answer the call.

You may say. . ."Mr. Goody is not in the office right now, May I have him call you when he returns?"

Avoid saying. . ."He went out for a snack, and I was expecting him back thirty minutes ago, so I am sure he will be back in a moment."

- Bear in mind that a good rule is to be helpful and considerate but not specific to real situation that may embarrass the employer.

1.5 Ask questions Tactfully

- Bear in mind that in answering a call, you are talking to a human being and not a machine or device.

- Always try to put yourself in the other person's place.

- Ask questions the way you want to be asked.

- If the caller did not identify himself, ask the name tactfully.

- Expressions like please, may, kindly, will you please, i beg your pardon, would you like makes the difference.

1.6 Take Messages Completely and Accurately

- Be ready to take message by making a habit of reaching for a writing pad and pen while answering a call.

- Accuracy, as well as completeness of the message is essential.

- Get the callersname,company affiliation, telephone number, time of call and the message.

1.7 Be attentive

- Listen attentively so that you will not annoy the caller by asking him to repeat. Remember that abruptness or indifference drives away business

- Maintain the same courtesy and consideration in telephone.

- Let the caller tell her request, story, experience and complaint before making a response.

- Apply good listening techniques

1.8 Say "Thank You" and "You're Welcome"

- The use of phrases as "thank you" and "you're welcome" is one way to smile over the telephone and make friends for the company.

- The caller appreciated such expressions because they feel that you are interested, grateful and willing to help and that you care.

1.9 Use the callers name.

- The sweetest music to anyone's ear is the sound of his own name.

- The sound of one's name is very appealing to the listener especially over the telephone.

- You will make the caller feel that you are efficient, thoughtful and friendly.

You may say. .

"Its nice to hear from you again, Mr. Perlas, Thank you." or,

"Thank you for calling Mr. Perlas, Goodbye."

1.10 Transfer calls properly

There are instances when we have to transfer calls.

You may say. .

" I believe Mr. Casama in the sales department is the person who can give the information you need. Please hold, I will have your call transferred."

Agrees.

- Remain on the line until the operator has answered and has been given the correct extension.

Do not agree. .

- Suggest that you will try to obtain the information and then call back

You may say. .

" I will contact Mr. Casama to get the information and call back later."

1.11 Terminate call courteously

When the conversation between you and the caller has already been completed, you may summarize any information that you have given.

You may say. . .

"The meeting will be on Monday, June 30, at 8 o'clock at the Function Room. Bring the annual report of the department."

-If you have given the information requested by the caller, you may terminate the call by making the caller feel that you are glad to be of help

You may say. . .

"Thank you for calling, I am glad to be of help. Goodbye.''

- Say "thank you" and "goodbye" don't say "bye bye" or "bye now."

- A courteous office professional waits for the caller to hang up before replacing the receiver.

1.12 Handle problem calls

1.12.1 A caller refuses to state the name of his business but insists on talking with your employer

- Ask whether you can take a message.

- It is nessesary to know the callers name before you can put him through to your employer.

- He maybe the person with whom your employer would not want to talk.

You may say. . .

"Mr. Goody is in a meeting, but I may be able to interrupt him. May I tell him who is calling?"

-you have to be more tactful.

You may say. . .

" I am sorry, Mr. Cullit, but Mr. Goody can't leave his meeting now and has asked me to help you. I am Mr. Goody's assistant, Miss Talens."

1.12.2 A caller demands to talk with the employer when the employer is very busy

- Explain to the caller that your employer is tide up. You then offer to take the message.

- Do not promise anything to the caller

- If you know that your employer has been waiting for that call, but he is holding a meeting, go to the room of your employer's meeting and hand him a note

1.12.3 A caller reaches your number through carelessness of the operator

- When you receive a call which is not for your office, try not to sound annoyed

You may say. . .

" I am sorry, you dialed the wrong number"

1.12.4 A caller needs information that will take some time to find

Tell the caller that it will take a several minutes to get or locate the material.

Two options.

>to wait

>call him back

- If the caller prefers to wait tell him to "hold the line" and make sure that he has not been cut off by checking from time to time, after 30 seconds or 1 minute.

1.12.5 The employer is out of town when people call

You may say that your employer is out of town to the caller. If cannot handle

You may say. .

"My employer is out of town. Would you like to leave a message?"

HANDLING INCOMING CALLS

*ANSWER PROMPTLY

When the telephone rings, answer it promptly on the first or second ring to avoid annoying the caller.

*IDENTIFY YOURSELF AND/ OR YOUR COMPANY

Give proper identification. Let the caller know that he has reached the right office. Letting the caller know with whom he or she is speaking is a courtesy. Greet him pleasantly. Avoid saying “Hello” or “Yes”.

Example:

“Good morning, Diamond Trading Corporation.”

When your telephone rings, as an office professional, identify your office. “Mr. Goody’s office, Miss Talens speaking.. Good morning.”

If the telephone is in your private office without a switchboard operator, identify the company.

*PLACE CALLS ON HOLD ONLY AFTER REQUESTING PERMISSION There are situation which make it necessary for the caller to “hold the line.” A caller may request for an information but is not easily available or a caller wants to talk to the employer, but at the moment the employer is occupied with something important. However, he signified his intention to talk to the caller after a few minutes.

When situations like these happen, do not place the caller on hold without his permission. You may offer to call back. Monitor calls on him that he has not been forgotten. You may say… 

“Mr. Goody will be ready to talk to you after three minutes. Are you willing to wait?”*SCREEN CALLS

One of the functions of the office professional is to save the employer’s time. There will be many telephone callers who should not be put through, either because the office professional is able to provide the information the callers want.

*LEAVE MESSAGE WHEN YOU LEAVE YOUR DESK

If you feel you need to leave your desk, request a co-worker to cover your phone. Give necessary information about expected and unexpected callers. Inform her where you can be contacted and the length of time you will be out and the time you will be back.

She may say...

 

“Mr. Goody is attending to a meeting. He may be back around two.”

*KEEP A LOG OF INCOMING CALLS

One good office procedure is keeping a log of all calls, no matter how insignificant they may seem at the time. It will be helpful to you and your employer when it becomes necessary to trace back phone calls or verify information.

Outgoing Calls

Placing calls for your employer or making business calls is one of the responsibilities of the office professional. To be effective, it is important that the office professional follow some hints for facilitating outgoing calls.

3.1 Plan your call and know the number

Before making a telephone call be sure that you. .

- have the correct information

Plan every call carefully by. .

-jotting down on a pad the idea and information that you wish to convey or discuss

-check the number of the telephone you wish to call

- guessing can be wasteful.

Make certain that. .

-He or she will be able to talk when the call is put through

-after you have place the call and someone answers your call, identify yourself immediately and give the reason for your call

3.2 Allow time to answer

When you place a call always allow adequate time for the person to answer.

3.3 Keep a record of outgoing calls

-important as keeping incoming calls

-name, company or person called, date, time and the reason for call.

-log book

- serve as the reference (which call you have reach, those who need to call back, those that you have to call again)

3.4 Use telephone directory

3.4.1 Alphabetical listing of the "White Pages"

- consist alphabetical list of subscribers with addresses and telephone numbers.

PLDT

1. Residential listings

2. Government/Business listings

(Emergency numbers, PLDT product and services, time conversation table, map of the Philippines, how to use the yellow and white pages, PLDT telephone office etc.)

3.4.2 The classified or "Yellow Pages"

-contains a subject classification of business and profession arranged alphabetically by product or type of service.

- PLDT yellow pages are called Household and Business listing.

3.4.3 The Office Professional Directory

-One you can make yourself

-arrange in alphabetical order the firms, individuals and services frequently called, listing both the telephone number and the address of each name.

-you can keep list on sheets in loose-leaf notebook or on file stored either in a file box or in a rotary file.

3.5 Place Long Distance Calls Directory

-any call reaching beyond the area of local service which the telephone company charge a special amount called "toll"

- depends upon the type of service desire, desired, distance, the length of the conversation, and the time of call

3.5.1 Operated-Assisted Long Distance Service

> dial 109 for domestic calls

> dial 108 for international calls

3.5.2 Direct Distance Dialing (DDD)

-you can personally make international and national calls without passing through 109 and 108 if you subscribe to DDD Budget calls

-provides faster response time and reduces toll charges.

-faster, more economical way to call domestic and international parties.

3.5.3 Types of Long Distance Calls

* Station to Station Call

-call to a given telephone number.

-calling parties for not specify that a particular person is wanted.

-charge is made if anyone answers the called telephone, and charges begin at the time the called telephone or switchboard is answered.

*Person to Person call

- is made when the caller wishes to speak to a specific person, department, and to no other.

-chargeable time begins only if and when that person answers.

-this type of call carries a higher rate than the station to station call.

*Collect Call

- whatever the form of service, station to station call or person to person call, call can be made collect if the person called agrees to pay the charge. Be sure to inform the operator when placing the call. Before the call can be completed, of course, the person called must consent to accept the charges.

*Conference Call

- This service enables more than the usual two people to be interconnected simultaneously. The conference call can be used by an executive to talk to several person in different location at the same time.

- to do this, dial the conference operator and give her the names of the persons to be connected and other information pertinent to the conference call.

Telephones and Related Equipment

BRIEF HISTORY OF THE TELEPHONE

In the 1870s, two inventors Elisha Gray and Alexander Graham Bell both independently designed devices that could transmit speech electrically (the telephone). Both men rushed their respective designs to the patent office within hours of each other, Alexander Graham Bell patented his telephone first. Elisha Gray and Alexander Graham Bell entered into a famous legal battle over the invention of the telephone, which Bell won.

Alexander Graham Bell March 3, 1847 Edinburgh, Scotland

TELEPHONE

In office, much information continues to be transmitted by telephone, a term that comes from two Greek words- tele=far and phon=sound which explains the basic purpose of this universal "information movement".

The telephone instantly transmits sound over distances too far for the human voice to carry.

The ease of use, expanded features, and general availability of the telephone have made it a necessary tool in modern telecommunications.

KINDS OF TELEPHONE

Rotary Dial Telephone

* The conversational rotary dial telephone has ten holes for dialing the number or letter number combinations. Listen for the dial tone before you dial. As you dial each number, let the dial return  by itself instead of forcing it back . After you  dialed all the numbers wait for the ringing, which means you have been connected. 

* Rotary dial telephones have no redial feature; the

complete number has to be dialed for every

Touch Tone Telephone

* The touch tone telephone is a communication device that makes use of a form of telephone switching — or the connecting of a call from one phone to another — that is known as dual-tone

multi-frequency (DTMF).* In place of the standard rotary dial is a twelve-button keyboard arrangement. To use the touch tone telephone.

Press the buttons corresponding to the number combinations

you are calling. As you press each button, you will hear musical tones that indicate that the number has been sent to the central equipment

Single Line Telephone

* A traditional TDM single line phone set is a basic phone, similar to telephones that most users might find in their own homes and small offices, made up of a handset and base with a keypad.

The following features are programmed on your

single line telephone by default:

Call Waiting — during a call, call waiting lets you know that a second call is waiting. You can answer the second call without disconnecting the first, enabling you to use your telephone without missing important calls. Call Forwarding — when call forwarding is activated, all calls made to your number

are automatically forwarded to the phone number of your choice. You can turn call forwarding on and off as necessary:

Dial *91 followed by the extension to activate call forwarding

Dial *92 to deactivate call forwarding.

Keyphone System (multiline)

* A multi-line phone is more robust than a basic single line phone in that is has additional buttons on the base that place features and additional phone lines at the user's fingertips. 

* Multi-line phones are especially useful for administrators and receptionists where multiple calls may be  coming in at one time, or more than one phone number needs to be monitored. 

* It has touch-dial feature similar to touch tone telephone, but it has multiple button and number of calls  from  both inside and outside the office may be made and/or received simultaneously. It has many features useful to the office professionals like call back, call pickup, call transfer,

call forwarding and headset compatibility. 

Cordless Telephone

* The basic concept behind the cordless telephone was devised by jazz musician Teri Pall. 

* They're pretty much ubiquitous in every home and office now. Like the mobile phone, the cordless telephone was considered the height of hi-tech sophistication in the 1980s. 

* The cordless telephone is useful to the owner/holder to communicate over short distances. It can be carried over short distance without interconnecting wires. This operates by means of handset and a base  station which is a unit with electronic circuits that receives and transmits messages to the handset. The power for the handset is provided by rechargeable batteries. 

Videophone (Picture Phone)

* It is something that can be very useful to the office. It has a special feature,which is similar to a television set. This telephone provides caller with the opportunity to see and

hear each other's facial expression and gestures. * It is also possible for either part to transmit a visual image like documents and other item under consideration. 

Cellular telephone

* The cellular telephone is very popular today especilly to the executives,businessman,and persons who have to travelor be away from the office or home base.* It has a more compact design and it is convenientto use anytime . It fits right in the pocket.

* The first phone was about 10 or 11 inches high, about 1 1/2 inches across, and about 4 inches

deep. It weighed about 2 1/2 pounds

Other telecommunication devices and systems

PagerA pager is a small telecommunications device that receives (and, in some cases, transmits) alert signals and/or short messages.

Cellphones

Intercom (intercommunication devices)a communication system within a building, ship, airplane, local area,etc., with a loudspeaker or receiver for listening and a microphone for speaking at each of two or more points.

Telecommuting

The practice of working from home for a business and communicating through the use of a personal computer equipped with modem and communications software.

ADVANTAGES

Help you retain talent.

Boost productivity.

Gives you access to a larger pool of talent.

Results in overhead savings.

DISADVANTAGES

Isolation

Micromanagement.

Accountability.

TELEX

A system of communication in which messages are sent over long distances by using a telephone system and are printed by using a special machine (called a teletypewriter)

Fax Machine

VIDEOTEX

Videotex (or "interactive videotex") was one of the earliest implementations of an end-user information system. From the late 1970s to mid-1980s, it was used to deliver information (usually pages of text) to a user in computer-like format, typically to be displayed on a television.

Special telephone features

A. DIRECT DISTANCE DIALING (DDD)

DDD is a North American Numbering Plan term considered obsolete since completing a call in any manner other than direct dialing became rare. In the United Kingdom and other parts of the Commonwealth of Nations, the equivalent terms are or were "STD", for subscriber trunk dialing, and "ISD" for international subscriber trunk dialing.

C. CALL WATING- telephone call and switch to the new incoming call (typically, this is done by pushing the flash button), and can then negotiate with the new or the current caller an appropriate time to ring

back. Call waiting, then, alleviates the need to have more than one line for voice communications.

D. ABBREVIATEDDIALINGThe most commonly known examples are emergency telephone numbers such as 9-9-9, 1-1-2 and 9-1-1. Other services may also be available through abbreviated dialing numbers, such as the other of the eight N11 codes of the North American Numbering Plan (NANP) besides 9-1-1.

E. DO NOT DISTURB (DND) function on most PBX or PABX systems prevents calls from ringing on an extension for which DND is activated. Some Do Not Disturb (DND) attributes include directing the call to a preassigned extension (like a secretary or assistant), busy signal, DND signal, or recorded message generated by the telephone switch.

F. Hotline a direct telephone line set up for a specific purpose, especially for use in emergencies or for communication between heads of government. "a domestic violence hotline".

G. Three-Party Conference Three-way conference calling allows you to connect calls from two separate lines into one group phone call.

H. Call forwarding a telephone feature that allows calls made to one number to be forwarded to another specified number.

I. Call Barring allows you to bar certain types of calls from being made from your phone and also allows you to bar incoming calls. Barring all calls to your phone:

J. Operator-assisted call is one in which the calling party places a telephone call which requires an operator to provide some form of assistance in completing the call