Advanced
Advanced Office
Office
Ethiopian Management Institute
Operations
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Operations
Management
Management
for
for ERA
ERA
September, 2012 E.C
Self Introduction
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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4
Issues covered by Daily
Raporters
•Topic covered
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•lessons learned
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
•Respecting norms
•Strength and weakness of
facilitators and facility services
•Problem encountered
•Any emerging issues(news
and….) etc…
Expectation Exercise
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From
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
From
The Course The Facilitator
From From
Others Me
6
Introduction
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
In modern times, offices are
developed on scientific principles and
their management & administration
is in the hands of qualified and
trained personnel.
Office Assistant
– is a person who possesses a mastery of
office skills, demonstrates the ability to
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
assume responsibility without direct
supervision,
– exercises initiative and judgment, and
– makes decisions within the scope of
assigned authority.
Other names of office administrators
• The girl (boy)-in-between: because he/she
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
serves as a bridge between the organization
and the service seeking people.
• The troubleshooter: because he/she
immediately solves a problem that troubles the
manager.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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Other names cont’’d
• The organization’s memory shark: because
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
he/she memorizes a lot of details.
• The good will ambassador: as s/he
represents the organization in a diplomatic
way.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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Office Operations Management
• Office management is the administrative
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– handling
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
– controlling and
– maintaining a balance process of work inside the
office of an organization whether big or small
organization, which is necessary to achieve the
best service it can provide to the people who will
receive a great benefit.
Duties and responsibilities of office
administrator
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• The role varies according to
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
– the type of employer
– the size of the organization and
– the management structure,
The function of a modern office can be
grouped in two categories:
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
1)Basic or routine functions
To receive or collect information
To prepare a record of such information
To process & arrange such information
To supply ready made information to the
authorities when asked for.
2) Administrative & management functions
Planning, organizing, communicating,
coordinating & controlling of office activities
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Dev’t of office systems & procedures
Selection & purchase of office
appliances/materials/
Controlling the office costs
Maintenance of records
Safeguarding the assets
Public relations
Group Discussion
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
What do you think of the knowledge &
skills required for office assistants?
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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Required Knowledge and skills
Good knowledge of spelling,
punctuation, and vocabulary, grammar...
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of a language used.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ability to arrange and place records,
reports, files, and other documents into a
defined sequence.
Ability to use a variety of standard office
equipment.
Ability to follow oral and written
instructions.
Required (cont.)
Ability to communicate effectively in
person, by telephone and through
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writing.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ability to perform simple arithmetic
calculations.
Knowledge of organizational policies
and procedures
Good typing skills, Listening skill
Problem solving/decision making skills
Qualities
Qualities are any of the features that make
something what it is:
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Characteristics
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Elements
Attributes
Example of good qualities : Integrity,
Assertiveness, flexibility, Accuracy, Ability
to cope with pressure, Loyalty, Willingness
to assume responsibility, Sympathy and
Team player
Personal attributes/qualities of office
assistants
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1) developing professional image (personal
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
appearance)
• Your appearance communicates who you are
and what your organization is looks like.
• So that, it is important for you to present an
attractive, pleasing appearance and
professional.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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Professional image cont’’d…
• Maintain professional relationship
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
• Maintain a professional office atmosphere
• Abide by organization rules
• Keep the office atmosphere calm and neat
• Self respect
• Mutual respect
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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Personal qualities cont’’d
2) Your relationship with others
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
o Cooperativeness
o Social attitude
o Showing polite behavior
o Common sense
o Trustfulness
o Having dedication to work
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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Personal qualities cont’’d
3) Efficiency on the job
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Mentally alert and attentive
Initiative
Punctuality
Dependability
Production ability
Cost conscious
Personal qualities cont’’d
4) Understanding and working with others
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Develop a feeling of empathy
Look for a common interest
Respect the privacy of others
Accept individual differences
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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Telephone Conversation 24
1. How to answer the phone
The basic rules are :
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
– Pick up the phone within
three rings
– Greet the caller
– Give your name
– Ask the caller if you
can help (what can I do for you).
25
2. How to put the customer on hold
Ask customers if you may put them
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on hold
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Wait for a response
Tell customers why they are
being put on hold
Give a time frame
Thank customers for holding
after returning to the line.
3. How to transfer a call 26
Explain why the caller is being
transferred and to whom
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Ask the customer if she/he minds
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
being transferred
Make sure someone is there to pick
up the call before you hang up
Tell the person to whom you are
transferring the call, the
caller's name and the
nature of the call.
27
4. How to take a message
Explain your co-worker's absence
politely.
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Give an estimate time of your co-
worker's return.
Offer to help the person yourself,
take a message, or transfer message
to another party.
Write down all important
information and
attach any pertinent
files.
5. Ending the Call 28
Repeat any action steps you are going to take
to ensure that both you and the customer agree
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on what is going to be done.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ask the caller if you can do anything else for
him or her
Thank the customer for calling.
Let the caller hang up first so that he/she
doesn't accidentally get cut off in the middle of
a sentence.
Write down any important information as soon
as you get off the phone.
Methods to handle complaint calls
Don’t overreact, especially if the caller starts using
"trigger" words or phrases, such as: "I want to talk to
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someone who knows something." Most people
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
respond by getting defensive when their "hot-button
words" are pressed. Remember, a positive attitude is
the most important asset you have.
Listen completely to the complaint. Allow the caller
the opportunity to vent some frustration. Avoid
argument/criticism.
Do not blame anyone -- the caller, yourself, or
someone on your staff -- even if you know who is to
blame for a problem. This information should not be
shared with the caller.
Methods to handle complaint calls
Paraphrase the caller's comments, and ask
questions if you do not understand the
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information being presented to you. Restate
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
the problem as you understand it.
Offer solutions and, if appropriate, offer
alternatives. Providing alternatives empowers
callers. Make them part of the solution.
Confirm the solution with the caller. Make
sure the caller agrees with what has been
decided.
Arranging Meetings
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The moment a manager asks him/her to
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
schedule a meeting:
Know and notify those who will attend the
meeting
Prepare agenda
Arrange for the meeting
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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Scheduling a meeting cont’’d
Provide the manager with all the materials
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
he/she needs for the meeting.
Provide necessary documents prior to the
meeting to the participants if any
be sure your manager has all the papers
necessary for the meeting.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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Scheduling a meeting cont’’d
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As soon as you make sure a specific
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
meeting has been called, make a folder
into which you can place all important
papers.
Write minutes and keep a record of the
proceedings
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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Minute Writing
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• Minutes are notes taken during the meeting.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
• Are meant to inform others who didn’t attend the
meeting & used as a reference at later dates.
• After a meeting has concluded, the minutes are
often put into a report format , so it can be easily
referenced.
Instructions to Write Minutes
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
• Type the title of the meeting at the
top of the page.
e.g: “ New Employee Induction
Training”
• Include the date of the meeting and
the name of the person facilitating
• Write the name of the person who is
responsible for putting the meeting minutes
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
into the report format.
• Make a list of participants who attended and
who aren’t
• Add the main points discussed in the meeting
as headers in the meeting minutes formats.
e.g Work conduct of the organization
• Write the main points discussed under
each heading.
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
• Edit the minute report to avoid spelling
errors, punctuation, to correct the missing
and repeated ideas.
• Ensure that you don’t write down every
word uttered in the meeting, but instead
summarize the main points.
• Don't make the mistake of recording every
single comment, but concentrate on getting
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
the general idea of the discussion and taking
enough notes to summarize it later.
• Use whatever device is comfortable for you, a
notepad, a laptop computer, a tape recorder…
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
• Be prepared! Study the issues to be discussed
and ask a lot of questions ahead of time.
• Don't wait too long to type up the minutes,
and be sure to have them approved by the
chair or facilitator before distributing them to
the attendees.
Checklist While Writing Minutes
1. Where the meeting is held?
2. Who chair the meeting?
3. When was the meeting? /the date?
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
4. Who attended?/participants/
5. Who did not attend? And why?
6. What topics were discussed? /the agenda/
7. What was decided?
8. What actions were agreed upon?
9. Who is to complete the actions, by when?
10. Were materials distributed at the meeting?
11. Time of start and finish
12. Is a follow-up meeting scheduled? If so,
Managing Work Relationship
Conflict Management
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
o Types of conflicts
1) Dysfunctional conflicts: conflicts that
prevent a group from achieving its goals.
2) Functional conflicts: conflicts that support
group’s goals & improves its performance.
Common Causes of Conflict
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• Individual differences
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
• Professional differences
• Unclear goals
• Differently interpreting the information
• Scarcity of resources
• Misperception
Solving conflicts
Assume that conflicts are inevitable & can be resolved
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አመራር ኢንስቲትዩት
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Don’t take it personally
Solving the problems early
የኢትዮጵያ ሥራ
በሳይኮሎጂ ባለሙያዎች የሚመከሩ የግጭት መፍቻ ስልቶች
• ስናዳምጥ ‹ጥቃትን› አናዳምጥ
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
• ደመ ነፍሳዊ ግፊት አደብ እንዲገዛ ማድረግ
• የሰዎችን በጎ ጎን ማነጋገር
• ለሰዎች ስሜት ቦታ እንስጥ
• በመስማት እና መስማማት መካከል ያለውን ልዩነት መገንዘብ
• ስናዳምጥ አስሬ ጣልቃ እየገባን አስተያየት አንስጥ
• ግምታችንን ገልጸን ግምታችን ስህተት ከሆነ ለመታረም ፈቃደኛ መሆን
የግጭት መፍቻ መንገዶች የቀጠለ…
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•
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
‹ገንቢ ውይይት ማድረግ ይቻላል› የሚል እምነት ይኑረን
• ግጭቱ እንዲባባስ እያደረግን ከሆነ ከድርጊታችን እንቆጠብ
• ጥፋቱ የማን እንደሆነ ሳይሆን መንስኤው ምን እንደሆነ ለማወቅ መሞከር
• ስምምነትን ግልጽ ማድረግ
• ግጭት ወደፊትም ሊፈጠር እንደሚችል ማሰብ እና አስፈላጊውን ዝግጅት
ማድረግ
Managing your manager
Consciously working with your superior
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የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
to obtain the best possible results.
Knowing your manager’s likes, dislikes
Developing a habit of open discussion
on problems or issues learn
Developing trust through proper
documentation
Cont’d…
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Avoiding spelling or grammar mistakes
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Keeping deadlines
Changing negative personal
traits
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• Some examples of negative
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
personal traits:
aggressiveness, laziness,
inconsiderate, impatience,
dishonest , etc.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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traits?
How to change
negative personal
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
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traits
recognize &
acknowledge
your negative
Ethiopian Management Institute
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
THANK YOU
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
