The Office Professional: Human Relations Skills

All tasks in the office are interrelated. No office professional can work alone.  Success comes as a result of teamwork in the work of several individuals working together, especially with reference to coordination of efforts and collective efficiency.  Observe these pointers to build good human relations skills in the office.

1. Be sincerely friendly and courteous to everyone.  Radiate pleasantness and goodwill. Smile. Never pay insincere compliments. Develop office friendships but exercise with the opposite sex. Maintain good moral standard.

2. Advance on your ability and merit. Do not seek personal advancement at the expense of others.

3. Avoid arguments. Discuss differences calmly and objectively.

4. Do not involve yourself in gossip or slander. Respect the right of privacy regarding the personal lives of colleagues and superiors.

5. Learn to accept justified criticism. Make a sincere effort to improve.

6. Give credit and praise to others. It will make a difference in your relationship with them.

7. Take time to be helpful. Be concerned. Offer assistance. Be an encourager. 

8. Be considerate. Do away with annoying or distracting behavior that will disrupt the team spirit (being disorganized, talking too loudly, whistling, etc.)

9. Learn the preferences, priorities, and work habits of the executive.   Express support when he has reached a decision.

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

11. Be tactful. Do not upset anyone because of careless remarks.

REFERENCE:

The Administrative Professionals in the Global Office, Lilia A. Alegre, Milagrina A. Gomez, Concepcion B. Mapa, & Zaida R. Lopez

The Office Professional : Personal Attributes

Some professionals stand out from others as special. Your personal attributes set you apart and make you different from others.

  1. 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.

2. 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.

3. Loyalty

      3.1 Trustworthy; handles sensitive information and keeps silent about confidential information.
      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.

4. Flexibility

      4.1 Turns out good work under unusual circumstances or in a 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.

5. Self-Esteem 

      5.1 Has a long belief on one's self, one's competence, 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, critical, or uncooperative.
      5.6 Has excellent ability to concentrate on intellectual endeavors,.
      5.7 Focuses more one accomplishments rather than on failures.

6. 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 Avoids upsetting anyone because of careless or offending words.
      6.7 Emphasizes the positive rather than negative traits of others.
      6.8 Suggests rather than command; requests rather than demand.

REFERENCE:

The Administrative Professionals in the Global Office, Lilia A. Alegre, Milagrina A. Gomez, Concepcion B. Mapa, & Zaida R. Lopez

      
      

      

THE OFFICE PROFESSIONAL:  BUSINESS KNOWLEDGE AND SKILLS

Office Professionals perform a great variety of tasks.  This depends on the size and structure of the office and the nature of activities.  Research indicates that employees are keen on taking professionals with well developed business skills, the ability to use computer technology to complete assignments and display desirable personal and professional qualities.

The following is a summary of desirable skills and knowledge necessary for performing office tasks:

• Keyboarding (typing)
• English language usage- spelling, grammar, punctuation
• Computer operations
• Mathematics/basics accounting operations
• Office machine operations-copiers, tax, calculators, etc.
• Telephone usage
• Mail management
• Information (records) management - hard copy and computer
• Greeting visitors, scheduling making travel arrangements, meeting with management, written material preparation- letters, memos, reports
• Customers/client service
• Employee supervision

THE OFFICE PROFESSIONAL: COMMUNICATION SKILLS

Communication is the lifeline of business.  without it, no letters would be sent, no orders would be placed, no contracts signed.  It is the basis of all office functions:

1. THE COMMUNICATION PROCESS

     The communication process has four components:  Sender, message, receiver, and response.  If one unit is missing, there is no communication.

          A Sender begins the process when he creates a message expecting the receiver to respond or react in some manner.  Good senders should be specific.  "We will have the shipment on Monday, May 14,"  is much better than "We will have the shipment soon."

  

           The Message is the vehicle that carries the sender's thoughts.  It can be verbal or nonverbal.  To be effective, the spoken message should be concise, cohesive or not jumping from one subject to another, clear or understandable though careful enunciation, and  courteous.   Nonverbal communication includes body language like hand movements, voice quality, facial expressions, or postures all of which communicate as strongly as words. 

           The Receiver is the recipient of the sender's message.  Passive listeners absorb some of the message directed to them but does not receive all the messages.  Active listener's develop good habits of concentration and mental participation and thus absorb most of the intended message.

                The Response or Feedback occurs whenever a message is received.  The receiver may react positively or negatively.  Feedback may not take the form the sender expects but it nevertheless completes the cycle.

2. TECHNIQUES TO REDUCE COMMUNICATION BREAKDOWN

          Unfortunately, even when the sender tries to produce an understandable messages as the receiver listens, misinterpretations and misunderstandings sometimes occur.  These  may be the result of physical conditions like dull voice or large, noisy rooms.  Emotions can also be a barrier.  A sender may feel pressured, rushed, or nervous.  Individuals interpret ideas from a frame of mind or frame or reference based on their own experiences, education, culture, social status and family patterns.  Thus, words may mean different things to different individuals.

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-centered but more people oriented. Check if the other person understand the message.

2.4 Check for nonverbal cues.  Pay attention to how others react when you communicate.

2.5 Do not interrupt. Suspend judgment when the other person is speaking.

2.6 Do not plane your response while the person is still speaking.

2.7 Eliminate slang expressions and serious speech defects.  Use correct grammar.

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

REFERENCE:

The Administrative Professionals in the Global Office, Lilia A. Alegre, Milagrina A. Gomez, Concepcion B. Mapa, & Zaida R. Lopez

THE OFFICE PROFESSIONAL'S PUBLIC RELATIONS DUTIES

INTRODUCTION

A very interesting and challenging responsibility of the office professional is the public relations aspect of the position.  A typical workday presents opportunities to interact with clients, customers, suppliers, governmental agencies, civic community organizations, or financial institutions.  Often the office professional is the first contact a visitor has with the company or with the executive.  Skill is dealing with people inside and outside the company may come naturally to certain individuals, but for most people, it comes with on-the-job experience.

Creating and maintaining a favorable company image requires patience, graciousness, courtesy, sensitivity, tact, consideration, and the ability to get along with people.  Being moody, playing favorites, and making rush judgments undoubtedly damage the company's public image.  many organizations are so concerned with the maintaining a good public image that they have internal public relations department or employ professional public relations firms to handle aspect of their operation.  However, every office professional who comes contact with office visitors plays a vital role in promoting the company image.

HANDLING VISITORS

First impressions are critical; it is during your  person-to-person encounter with visitors that your maturity and knowledge of business etiquette is put to the test.  Whether you are dealing  with outsiders or fellow employees, remember to create goodwill by courteously assisting visitors to accomplish their mission.

1. 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, 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 f visitors by their appearance.  

play 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, product) and descriptive details like height, appearance or distinguishing marks.  Associate the person's name and face with these features and information.  You can also attach the visitor's business card to the memory cue card.  The ability to remember and use names us notable attribute of the office professional as he or she performs this public relations functions.

2.  SCREENING VISITORS

Office visitors can come from outside the company or they can be employees of the company, personal friends, or family members of the executive.  They may arrive in the office with or without appointments.  A good practice is to learn the executive's preference for seeing visitors by asking for guidelines:

2.1 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?

2.2 Will he see "drop in" or unscheduled visitors?

2.3 Are there visitors he prefers to avoid?

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

2.5 Can standard reception procedures be bypassed in case of superiors, friends, or family members?

2.6 Who else can be admitted without permission?

2.7 What are the procedures for handling problem visitors?

Scheduled appointments generally do not present a problem.  For unscheduled visitors, courteously ask for the name, the company, and encourage them to explain their business.  Determine if he or she should be admitted.  If the visitor's business involves a matter outside the scope of the executive's authority, refer him or her to the appropriate person or office.  When the visitors cannot see the executive, be considerate in the way you explain why he is not available.  This is important especially for those still coming from distant places.  Do not dismiss the visitor abruptly.

3. ADMITTING VISITORS

First-time callers and distinguished visitors should be escorted into the executives'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.

4. 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.

Handshaking is routine and almost automatic between men.  However, between a man and woman, the woman must take the first move by offering her hand.

5.  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.  Do not talk about the executive or about company business if several visitors are waiting to meet in the same conference.

6.  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.  If the visitor in the office is the executive's superior, use your judgment before interrupting.

Most executives do not like to be interrupted during a meeting with a visitor.  As a rule, keep interruptions to a minimum.  It is wise to make consultations with the executive as to what appointment should absolutely be uninterrupted and the best method to use in making necessary interruptions - a written note or telephone call.

7. HANDLING PROBLEM VISITORS

Problem visitors may include:

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

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

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

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

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

7.6 Visitors whose mannerisms and attitude are unprofessional.

Be firm and tactful with a person who refuses to give his or her name. Explain that you are not permitted to admit visitors unannounced.  If the visitor still refuse to give the necessary information, request that a short note be written, enclose the note in an envelope, and take it to the executive who decides whether to admit the caller or not.  Persons who insist on getting information should be answered in generalities.  A firm remark as "I really don't know" will usually prevent them from making further inquiries.  Always be courteous and restrained to all types of problem visitors. Being Tactful and controlled will contribute to building company image.

REFERENCE:

The Administrative Professionals in the Global Office, Lilia A. Alegre, Milagrina A. Gomez, Concepcion B. Mapa, & Zaida R. Lopez

BASIC DUTIES AND RESPONSIBILITIES OF THE OFFICE PROFESSIONAL

Stewart, et al. in their book OFFICE PROCEDURES categorized the duties and responsibilities of the professional into:


1. ADMINISTRATIVE DUTIES

The office professional applies his or her skills to arrange meetings and conferences, prepare business itineraries, coordinate travel arrangements, attend to visitors, make and keep appointments, order supplies, and supervised staff.

2. COMMUNICATION

A large portion of the office professional's task centers around assisting the executive in communication. He or she should be able to handle incoming and outgoing mails, use the telephone, transmit facsimiles and other forms of telecommunications, and use shipping services.  

3. RECORDS MANAGEMENT

This includes knowledge of the various filing system, filing supplies and equipment.  This covers records management procedures and organization and control of the filing system.  

4. WORD PROCESSING

In the business world today there is rapid and continuous flow of information which are produced and transmitted through written communication.  The office professional is expected to be skilled in communication.  The office professional is expected to be skilled in Keyboarding letters, reports, and other business documents.  Proofreading and editing are added skill requirements.  Accurate transcription from dictated materials are called for most of the time.  

5. REPROGRAPHICS

This is the process of making copies of correspondences, reports, and other documents.  It refers to any piece of mechanical or electrical equipment that produces multiple copies of an original document.  The office professional should be able to use copying and duplicating processes and determine the type best suited for each reproduction job.

6. COMPUTING, ACCOUNTING, AND DATA PROCESSING

Data processing is organizing, storing, and retrieving numerical data with the use of computer software.  Such data made may include orders, purchases, accounts payable, sales, accounts receivable, or inventory.  all office professionals, of course, should have working knowledge or basic computation and accounting to handle simple tasks like handling petty cash, checking accounts, and keeping accounting records.


REFERENCE:
The Administrative Professionals in the Global Office, Lilia A. Alegre, Milagrina A. Gomez, Concepcion B. Mapa, & Zaida R. Lopez

TRENDS IN THE OFFICE ENVIRONMENT

1. MODERN COMPUTER TECHNOLOGY

The growth of technology directly results in the increase of information and systems available in business.  Several years ago, the typewriter was the standard piece of equipment on the office desk.  in the past, the microcomputer, electronic mail, electronic notebook, or voice mail are unheard of and the conference call was the most sophisticated method of communicating simultaneously with different individuals without traveling to a common location.  Today technological innovations have made possible video conferencing, audio conferencing and computer conferencing. 

2. GLOBALIZATION

 More and more businesses in the country are going multinational in operation.  This means that many businesses operate both within the Philippines and in countries outside the Philippines.  Resources available in other are tapped so that as goods and services are produced, the world becomes the marketplace.  Conversely, an increasing number of foreign investors from the United Kingdom, Japan, United States, and others are putting up various businesses in many parts of the Philippines.  These developments create a need to understand people of different cultures and backgrounds and be able to communicate with them effectively. This development also exerts pressures for rigid training and education of the work force to enable down to be globally competitive in terms of skills and competency.  

3. FOCUS ON QUALITY

 TQM or total quality management is an approach to organizational improvement referring to vigorous emphasis on the quality of goods and services produce.  This concept demands that the office professional understand the importance of satisfying and the needs of the client or customer. Likewise, he or she must realize that extremely high standards of performance are essential.

4. COMPRESSED WORK WEEK, FLEXTIME, AND JOB SHARING

 Most offices adhere to the traditional five-day work week and 8 a.m. to 5 p.m. office hours.  The practice is changing to accommodate changing family structures and needs.  One alternative is the four-day week schedule where employees compress their weekly forty hours int four days of ten hours each.

With flextime, working hours are staggered.  All employees do not to report to work ate the same time nor leave work at the same time.  For example, one employee start work at 7:30 a.m. and work until 4:30 p.m. This arrangement relieves traffic congestion at peak hours and allows employees needed flexibility in their schedule.

Job sharing is another alternative.  Two part-time employees perform a job that otherwise one full-time employee would hold.  This would be suitable for those who prefer to reduce the length of their work day.

5. CORPORATE RESTRUCTURING AND DOWNSIZING

There is a noticeable trend among business organizations to reduce the number of employees to a select core group who receive and enjoy regular company benefits.  For company projects, outsourcing is practice by hiring project employees on a temporary basis.  This arrangement does not imply that career opportunities for today's office professions are becoming limited. Rather, it presents new challenges for the individual to demonstrate excellent skills and attitudes to merit and established place in the office. 

6. FLEXIPLACE

Flexplace applies to any number of arrangements where the employee works off-site, either at home or in a satellite office. This is commonly known as telecommuting.  also known as "virtual office", communication with the main office is made via computers, telephone lines, and modems or other technological equipment such as fax, fax machines, or mobile telephones.  This allows the office professional more flexibility with work schedules.  There is no lost time in traveling to and from work.  at the same time, telecommuting permits the office professional to provide home care to children and still perform office responsibilities. This arrangement naturally requires the ability to set priorities and to perform duties with minimum direction from a supervisor.

Reference:
The Administrative Professionals in the Global Office, Lilia A. Alegre, Milagrina A. Gomez, Concepcion B. Mapa, & Zaida R. Lopez