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 computers

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 users
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.

II.

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.
Professional image
Clothing
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 ones 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 ones self, ones competence, and ones

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 ones 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 senders 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.

V.

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.
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 Professionals 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

II.

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

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.

Dont 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 persons 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 persons 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 executives 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 todays 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 curt
1.2.7 Avoid the impression of haste
1.2.8 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. Goodys 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 employers 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 twelvebutton 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
Pager
A 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 loud
speaker 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. ABBREVIATEDDIALING
The most commonly known examples are emergency telephone numbers such as 99-9, 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