Administrative Office Management

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ISBN: 9780538722209 | 0538722207
Cover: Hardcover
Copyright: 10/28/1999

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Administrative Office Management continues to reflect current management thinking with regard to managing office and business information systems and supervising staff. It covers management principles and concepts including organizational trends, technology, and global business ethics. This edition includes more technology-based end-of-chapter activities and focuses on key topics.

part 1 Identifying Basic Concepts and Trends

(106)

Traditional Office Management Practices

(23)

Traditional Management

(1)

Schools of Management Thought

(2)

The Classical School

(1)

The Behavioral School

(1)

The Management Science School

(1)

The Quality Management School

(1)

The Systems School

(1)

Levels and Skills of Management

(1)

Conceptual Skill

(1)

Human Skill

(1)

Technical Skill

(1)

Functions of Management

(9)

Planning Function

(4)

Organizing Function

(2)

Leading Function

(1)

Controlling Function

(1)

Basic Principles of Management

(3)

The Changing Traditional Office

(2)

Message for AOMs

(4)

The Impact of Emerging Elements of Management

(20)

Emerging Elements of Management

(12)

Managers and Changes in the Workplace

(4)

Managers in Changed Organizations

(4)

High-Performing Organizations

(2)

The Role of the Administrative Office Manager

(3)

Organizational Framework for Administrative Support Occupations

(1)

Companies Transforming into Learning Organizations

(1)

Responsibilities of the AOM

(1)

Activities Performed by the AOM

(1)

Job Outlook

(1)

Message for AOMs

(4)

Resource Areas Influenced by Administrative Office Managers

(22)

Resource Management Areas

(15)

Administrative Office Budgets

(5)

Manpower Utilization and Organizational Communication

(1)

Facilities, Equipment, and Supplies Acquisitions

(6)

Office Area Design and Document Workflow

(1)

New Approaches to Managing

(3)

Quality and Continuous Improvement

(1)

Worker-Empowered Organizations

(1)

Recognize Change as Positive and Real

(1)

Message for AOMs

(4)

Forces that Influence Emerging Management Practices

(24)

Internal Forces

(5)

Advanced Information Technology

(1)

Workplace Literacy

(1)

Self-Managed Teams

(1)

Knowledge Workers

(1)

Just-in-Time Employment

(1)

External Forces

(12)

Quality Defined by Customers

(4)

Cultural Diversity

(1)

Americans with Disabilities Act

(2)

Managing Globally Aware Office Professionals

(3)

External Employment Relationships

(2)

Message for AOMs

(5)

Restructured Office Systems and Workplace Training Needs

(16)

Networked Systems in the Office

(2)

Systems

(1)

Networks

(1)

Office and Work Restructuring

(4)

The Virtual Organization and Virtual Workers

(3)

Mobile Office Workers

(1)

Technology and Workplace Training Needs

(1)

Retraining the Existing Workforce

(3)

Systematic Worker Education

(1)

Training Keeps Good Workers

(1)

Corporate Training Programs

100

(1)

New Training Topics

101

(1)

Message for AOMs

101

(6)

part 2 Practicing Leadership and Communication Skills

107

(70)

Leadership, Motivation, and Problem Solving in Organizations

108

(23)

Effective Leadership

108

(6)

The Nature of Leadership

108

(3)

Leadership Habits, Attitudes, and Styles

111

(2)

Women as Leaders

113

(1)

Staff Motivation

114

(7)

Motivating Factors and Recognition

114

(2)

Motivation and Maslow's Need Theory

116

(1)

Motivating Generation X Workers

117

(1)

Motivating Older Workers

118

(1)

Motivational Problems and Behaviors

119

(1)

Job Satisfaction

120

(1)

Power, Office Politics, and Motivation

121

(3)

Power and Motivation

121

(1)

Office Politics and Motivation

122

(2)

Decision Making and Problem Solving

124

(2)

The Decision-Making Responsibility

124

(1)

Problem-Solving Steps

125

(1)

Message for AOMs

126

(5)

The Communication Process and Office Communication Networks

131

(22)

The Communication Process

131

(5)

Nonverbal Communication

133

(1)

Communication Feedback and Filters

134

(2)

Office Communication Networks

136

(8)

Upward, Downward, and Lateral Communication Networks

136

(1)

Formal and Informal Communication Channels

137

(1)

Long-Distance Communication Networks

138

(3)

Meetings and Presentation Skills

141

(3)

Business Correspondence, Reports, and Forms

144

(1)

Intercultural Communication

144

(4)

Message for AOMs

148

(5)

Groups, Teamwork, and Conflict Issues

153

(24)

The Nature of Groups and Team-Building Considerations

153

(6)

Types and Characteristics of Groups

155

(1)

Groupthink and Hidden Agenda Issues

156

(1)

Teamwork and Team-Building Elements

157

(2)

Conflict Resolutions

159

(7)

Understanding and Resolving Conflicts

160

(1)

Conflict Resolution Process

161

(1)

Managing and Negotiating Effective Solutions

162

(4)

Conflict Issues in Action

166

(5)

Job Stress

166

(3)

Time Management

169

(2)

Message for AOMs

171

(6)

part 3 Managing Human Resources in the Office

177

(72)

Staffing Practices: Trends, Laws, and Job Analysis

178

(23)

U.S. Workforce Trends

180

(1)

Laws Affecting Human Resource Management

180

(7)

Equal Pay Act of 1963

181

(1)

Civil Rights Act of 1964

181

(3)

Americans with Disabilities Act of 1990

184

(2)

Family and Medical Leave Act of 1993

186

(1)

Job Analysis and Design

187

(9)

The Job Analysis Process

188

(2)

Alternative Work Styles

190

(4)

Temporary Employees

194

(2)

Message for AOMs

196

(5)

On-the-Job Employee Practices

201

(26)

Employee Recruitment

203

(1)

Internal Sources

203

(1)

External Sources

203

(1)

Employee Selection

204

(7)

Employee Orientation

211

(4)

Role of the Human Resources Department

212

(1)

Role of the Administrative Office Manager

213

(1)

``Buddy'' System

214

(1)

Retention---Keeping Workers Happy

214

(1)

Employee Training

215

(3)

The Systems Approach to Training

215

(1)

Methods of Training

215

(2)

Coaching Techniques

217

(1)

Counseling and Disciplining Employees

218

(1)

Counseling Employees

218

(1)

Handling Discipline Problems

218

(1)

Performance Appraisals

219

(4)

Objectives of an Appraisal

220

(1)

Conducting an Appraisal

221

(1)

Outcomes of Appraisals

222

(1)

Message for AOMs

223

(4)

Work Ethics and Business Etiquette Issues

227

(22)

Corporate Values and Business Ethics

227

(7)

Ethics and Ethical Issues Defined

229

(1)

The Ethical Employee

230

(1)

Loyalty in the Workplace

231

(1)

Ethics in the Workplace

232

(2)

Business Etiquette and Behavior---Stateside and Abroad

234

(15)

Elements of Business Etiquette

234

(2)

Shifting Standards

236

(1)

Business Manners, Attire, and Image Skills

236

(3)

Generation Xers and Business Etiquette

239

(2)

International Politeness

241

(8)

part 4 Managing the Office Environment and Systems

249

(74)

Computer Systems and Related Equipment

250

(21)

Managing Information Systems and Computers

250

(3)

Information Technology

252

(1)

Management Information Systems (MIS)

252

(1)

The Computer and MIS

252

(1)

Computer Systems

253

(1)

Microcomputers

253

(1)

Server Computers

253

(1)

Minicomputers

254

(1)

Mainframe Computers

254

(1)

Supercomputers

254

(1)

Components of a Computer System

254

(9)

Hardware, Memory, and Storage

254

(4)

Peripherals and Accessories

258

(2)

Software

260

(3)

Other Automated Office Equipment

263

(3)

Facsimiles

264

(1)

Shredders

265

(1)

Multifunction Devices

265

(1)

Typewriters and Dictation Machines

266

(1)

Message for AOMs

266

(5)

Telecommunications and Office Network Systems

271

(16)

Telecommunications Systems

271

(2)

Networks in the Office

273

(7)

Connectivity and Geographic Coverage

273

(2)

Local-Area Networks

275

(3)

Computer Networks

278

(1)

Groupware

278

(1)

Electronic Mail

279

(1)

Managing Networks and Integrated Technology

280

(2)

LAN Managerial Activities

281

(1)

Integration Issues

281

(1)

Message for AOMs

282

(5)

Internet Services, Distant Office Systems, and Other Computer Issues

287

(16)

On-Line Information and Database Services

287

(6)

Internet

287

(4)

Intranet

291

(1)

On-Line Services

292

(1)

Employee Meetings at a Distance

293

(2)

Videoconferencing

293

(1)

Collaborative Screen Sharing

293

(1)

Executive Suites for Business Travelers

294

(1)

The Mobile Office Equipment System

294

(1)

Other Computer Issues

295

(4)

Computers and Energy Use

295

(1)

Qualifications for Computer Users

296

(1)

Ethical Use of Computers

296

(2)

Security of Data on Networks

298

(1)

Message for AOMs

299

(4)

Trends and Challenges in Administrative Office Management

303

(20)

Trends in Administrative Office Management

303

(4)

Corporate Culture and Trends in the Workplace

305

(1)

Growth in the Information Sector

306

(1)

Role of the Office Worker

306

(1)

Managing the ``InfoTech'' Worker

307

(3)

Managing Alternative Work Arrangements

307

(1)

Managing Outsourcing Services

308

(1)

Computer Monitoring

308

(1)

Internet Usage Monitoring

309

(1)

Employee Monitoring

309

(1)

Staying Challenged as an AOM

310

(6)

Career Development Issues

310

(3)

Professional Growth Opportunities

313

(3)

Message for AOMs

316

(7)

part 5 Managing Office Environment Issues

323

(92)

Other Essential Communication Skills

324

(15)

Reading, Writing, and Speaking Skills in Business

324

(5)

Effective Reading Techniques

326

(1)

Effective Writing Techniques

326

(2)

Effective Speaking Techniques

328

(1)

Listening and Helping Skills in Business

329

(3)

Effective Listening Skills

330

(1)

Active Listening

330

(1)

Effective Helping Skills

330

(2)

Communicating Effectively on the Telephone

332

(1)

Designing and Writing Office Procedures

333

(2)

Message for AOMs

335

(4)

Employee Recognition and Compensation

339

(18)

Promotions and Terminations

341

(1)

Promotions

341

(1)

Terminations

341

(1)

Employee Compensation and Benefits

342

(7)

Compensation Legislation

342

(1)

Wage and Salary Administration

343

(2)

Total Compensation Package

345

(4)

Labor Unions

349

(3)

Union Membership and Influence

350

(1)

Union Versus Employer Power

351

(1)

Organizational Policies and Procedures

352

(1)

Message for AOMs

353

(4)

Health-Related and Other Workplace Issues

357

(14)

Health-Related Work Issues

357

(4)

Problems of Substance Abuse

357

(2)

Workaholics Versus Hard Workers

359

(1)

AIDS Concerns

360

(1)

Other Workplace Issues

361

(6)

Nepotism

361

(1)

Office Parties

362

(1)

Office Liaisons

363

(2)

Office Manuals and Other Time Savers

365

(2)

Message for AOMs

367

(4)

Office Design, Space, Health and Safety Issues

371

(24)

Office Design and Workflow

371

(10)

Office Design and Layout

371

(3)

Use of Office Space

374

(2)

Manual and Automated Workflow

376

(3)

Office Design Trends

379

(2)

Office Ergonomics and Health Concerns

381

(4)

Office Ergonomics

381

(2)

Health Factors Related to Office Work

383

(2)

Preventing Computer Injuries

385

(1)

Office Hazards

385

(2)

Handling Crisis Situations

385

(1)

Accidents in the Office

386

(1)

Office Safety

387

(2)

Office Theft

388

(1)

Workplace Violence

388

(1)

Office Rapes

389

(1)

Office Recycling

389

(2)

Recycle

389

(1)

Reuse

390

(1)

Reduce

390

(1)

Message for AOMs

391

(4)

Other Office Systems: Records, Copying, Telephone, Mail, and Accounting

395

(20)

Records and Microimage Systems

395

(5)

Records Management Guidelines

397

(1)

Microimage Technology and Trends

398

(2)

Reprographic (Copier) Systems

400

(2)

Centralized Copying

400

(1)

Decentralized Copying

401

(1)

Copier Controls

401

(1)

Reprographic Technology and Trends

402

(1)

Telephone Systems

402

(5)

Telephone Services and Features

403

(1)

Conference Calling

403

(2)

Voice Mail

405

(2)

Mailing Systems

407

(2)

Mail Services

407

(1)

Advanced Mail Equipment

407

(1)

Mail Procedures

408

(1)

Accounting Systems

409

(2)

Accounting Cycle

409

(1)

Financial Statements

409

(2)

Message for AOMs

411

(4)

Glossary

415

(10)

Index

425

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Administrative Office Management

Summary

Table of Contents

Supplemental Materials