ADMINISTRATIVE OFFICE
PROCEDURES
MODULE 1
(Week 1-2)
Entering the Workplace
Entering the Workplace
COURSE DESCRIPTION
This course is the study of current administrative procedures, duties, and
responsibilities applicable to an office environment.
INTRODUCTION
Read the simple instructions below to successfully enjoy the objectives of this
self-learning material. Have fun!
1. Read the lessons with understanding and comprehension for you to easily grasp
the topics.
2. If you have any questions or topics that you cannot understand, do not hesitate to
ask your subject teacher.
3. Activity Notebook is required for answering the exercises.
4. Do not forget to answer the pre-assessment before moving on to the lesson proper
and other activities included in the module.
4. Read the directions carefully before doing each activity.
5. Observe honesty and integrity in doing the activities.
6. Review your answers before passing.
7. Always submit the activities on time.
8. Have fun in learning and answering your self-learning modules. It will be easier for
you to absorb all the learnings that you will acquire if you are enjoying what you are
doing.
If you encounter any difficulty in answering the tasks in this module, do not hesitate to
consult your teacher or facilitator. Always bear in mind that you are not alone. We hope
that through this material, you will experience meaningful learning and gain deep
understanding of the relevant competencies. You can do it!
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OBJECTIVES
At the end of the self-learning material, you should be able to:
Understand the concept of Administrative Office Procedure
Identify the skills, knowledge, attitudes, and traits of an administrative office
employee
Identify the qualities of an employer-employee relationship
Describe the culture and structure of an existing business organization
Administrative Office Procedure
LESSON 1.1
Overview
Administrative Office Procedures are set or system of rules that govern the
procedures for managing an organization. These procedures are meant to establish
efficiency, consistency, responsibility, and accountability.
Administrative procedures are important because they provide an objective set of rules
by which an organization is governed. They also help establish the legitimacy of
management action by ensuring the application of management rules and decisions
is done in an objective, fair, and consistent manner. Finally, they help ensure that
managers are held accountable for decisions that deviate from the procedures.
LESSON 1.2 Work Setting
Take a few moments and search for an episode of a television show that shows the
inside of an executive office from just 10 years ago. How have offices changed?
Certainly, computer monitors have gotten more compact, as have telephones. The
workplace is higher tech, with a constantly growing number of functions and
applications. The biggest changes, however, are ones that you may not be able to see
on the surface. Instead, they’re in the responsibilities of each office professional.
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Today’s workplace often extends beyond its city, state, and even nation. Businesses
are reaching across geographic boundaries, often via the Internet, and having a
worldwide impact. In the process, your job is apt to expand in responsibility and
demand a wealth of new skills from you. Not only will you have to become comfortable
making complex and often hurried travel plans for your supervisors and co-workers,
but you may also order and receive supplies, materials, and services that originate in
other countries. You may find yourself setting up webinars (online seminars) and
coordinating conferences over the Internet. In some cases, you’ll be face to face with
clients and customers from foreign countries—people who speak a different language,
wear different clothes, come from a different culture, and have different customs.
All of these situations will require you to demonstrate the skills you’ve learned and
ensure that you’re an office professional who is easily able to fit in today’s global
workplace.
LESSON 1.3 Administrative Employees
Administrative employees often have to play many different roles in their jobs,
sometimes in the course of a single day—or even an hour. They are always there to
help out, direct a project, solve a problem, or take the lead on a new initiative.
Whether someone is looking for a foot in the door at a finance, insurance, or health
care company or moving up the ladder, administrative jobs are the backbone of any
office and can offer a great way to gain experience and prove your organizational and
professional skills.
QUALITIES OF ADMINISTRATIVE EMPLOYEES
Administrative employees are in place to support a company, team or manager.
Although they act as the lifeblood for most businesses, there is a common
misconception that it’s an easy job that anyone can do. This, however, is not true, and
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there are many very specific qualities that differentiate a good administrative assistant
from a great one.
With the economy in poor shape, many businesses have been forced to cut back their
staff, so the responsibilities of administrative assistants have increased significantly.
Read on to find out more about the highly sought-after qualities hiring managers and
recruiters in administrative staffing look for in a great administrative assistant.
1. Communication Skills
Communication, interpersonal relationship and listening skills are possibly the top
desired qualities every company looks for in an administrative assistant. One reason
for this is that the administrative assistant will likely be the first point of contact for
clients or customers. In order to take unnecessary pressure off of the management
team, the assistant will answer and screen phone calls, greet visitors and assist clients
with their questions or concerns so that upper-level executives can run the business
without being disturbed. However, this is no easy task, as many clients that are
reaching out to an organization are upset, confused or otherwise unhappy, so the
assistant must be able to listen, understand and react appropriately. On top of this,
administrative assistants must be able to accurately relay messages and information,
so outstanding communication skills are crucial for success.
Written Communication. Communication is a much-needed skill in almost any
field. These skills include everything from composing emails to writing social
media posts for a company. Strong written communication skills improve the
quality of office correspondence and can be especially helpful when you need
to draft letters, speeches or memos for an executive. Examples of written
communication skills include proper grammar and professional tone when
writing email and workplace messages among other formats.
Verbal Communication. Administrative assistants may support an entire
workplace and should be able to correspond with coworkers and managers
regularly. Verbal skills are helpful when having conversations on the phone or
in person, when participating in meetings and when conversing with clients.
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Examples of verbal communication skills include listening and responding
appropriately and using the right tone for the situation.
2. Organizational Skills
Organization is important in the workplace, especially for assistants who work in office
settings. Administrative assistants often manage many tasks and pieces of information
at the same time. Administrative assistants who directly support an executive should
be able to maintain their calendar as well. Many administrative assistants also handle
a file management system, either physically or on a computer, and should be adept at
storing and retrieving files. Examples of organizational skills include planning,
delegation and office management.
If a company needs an administrative assistant, it’s likely because the business is fast-
paced and very busy. The assistant is brought in to help alleviate some of the stress
that comes with day-to-day operations, but that can be tricky when there are a
countless number of responsibilities to take care of. Another very important quality of
a highly effective administrative assistant is organizational skills. If the assistant does
not know how to prioritize and keep track of everything that needs to be done,
something might slip through the cracks, causing a more severe situation down the
road. Whether it’s organizing files or booking meetings, a great administrative
assistant will be able to handle it all with no exceptions.
3. Time Management Skills
Time management is the ability to be punctual and to schedule your time such that
you can complete all assigned tasks. Administrative assistants typically have full to-do
lists and must be able to effectively manage their time to finish their duties by a set
deadline. Those with strong time-management skills are punctual, meet deadlines,
readjust priorities when unforeseen issues arise and plan their days for productivity.
Right up there with organizational skills, time management is crucial for administrative
assistants. Although there may not be enough time in the day to get through everything
that needs to be done, your job as an assistant is to make it happen. Prioritization and
the ability to work through distractions help keep you focused, and you know when it’s
time to move from one task to the next. These are things that every company needs
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in an assistant in order for the organization to operate smoothly. Additionally, it is very
important that administrative assistants are conscientious of business hours and are
always punctual to work, meetings and other scheduled functions. Even a few minutes
here and there can cause confusion and disorder.
4. Attention to Detail
With careful attention to detail, you can notice missed signatures, complete job
assignments on time and write professional emails with no spelling errors. Office
communications are sometimes sensitive, needing close attention to email addresses
and information. When completing data-entry duties, administrative assistants should
be able to submit the correct information repeatedly. An administrative assistant can
use attention to detail in reviewing correspondence, submitting reports and completing
everyday duties.
5. Problem-solving
When schedules change or new challenges arise, the ability to problem-solve is
invaluable. A busy administrative assistant is likely to encounter unexpected
obstacles. If they can think quickly, be flexible and think creatively, they can solve
problems with ease. A good problem-solver is also open to asking for help and
collaborating with team members to overcome challenges. Discussion, compromise
and resilience are invaluable parts of problem-solving.
6. Technology
Anyone who performs most of their work on a computer is likely to need experience
and skills related to technology. Administrative assistants should be comfortable with
Microsoft Office software or similar suites, including word processors, spreadsheets
and tools for creating publications. Additionally, they may need to send faxes, scan
documents or input data into a customer relationship management system. Comfort
with browsers, software and operating systems will help you be successful in the
workplace as an administrative assistant.
7. Independence
This skill is also known as the ability to work autonomously. You should be able to
process information, follow instructions and complete tasks with minimal supervision.
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Administrative assistants may be the only team member who supports a workplace,
so being independent helps them perform tasks correctly with little assistance.
8. Dependability and Reliability
Because of the amount of responsibility placed on most administrative assistants, an
important quality employers look for is level of dependability and reliability.
Responsibilities and work hours are not always cut and dry for those in a busy office.
Employers want to know that their assistants are willing to go above and beyond when
urgent situations arise without any complaints or hesitation. Additionally,
administrative assistants must be reliable when it comes to day-to-day work.
Managers must be able to trust things are getting done correctly without having to
micromanage.
9. Confidentiality
Administrative assistants are right in the middle of all conversations, business deals
and other communication floating around the office. However, being privy to an
abundance of information, confidential or meaningless, comes with great
responsibility. A great assistant knows not to disclose information regarding client or
business matters, and employers will also look for someone that stays out of personal
gossip with others in the office.
10. Customer and Client Service Orientation
Customer service orientation is a desirable quality in nearly every profession.
However, for administrative assistants, this is especially important because they deal
with both internal and external clients on a daily basis. No matter how skilled an
assistant is in every other area, if he or she is not personally invested in helping others
and guaranteeing satisfaction, the company will not benefit. An administrative
assistant must know how to work with clients, find out what they need and want and
deliver it with ease. A positive experience with the assistant will reflect positively on
the business overall.
TOP 5 ROLES OF ADMINISTRATIVE EMPLOYEES
1. Administrative assistant. Administrative assistants perform routine clerical and
administrative duties. They organize files, prepare documents, schedule
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appointments, and support other staff. Should have experience using computer
software applications usually qualify for entry-level positions, whereas many legal and
medical secretaries require additional training to learn industry-specific terminology.
Executive assistants usually need several years of related work experience.
2. Administrative service manager. Their specific responsibilities vary, but
administrative service managers typically maintain facilities and supervise activities
that include recordkeeping, mail distribution, and office upkeep. Although educational
requirements for administrative services managers vary by the type of organization
and the work they do, they usually have a bachelor’s degree and must have related
work experience.
3. Customer service representative. Customer service representatives interact with
customers to handle complaints, process orders, and provide information about an
organization’s products and services. You can find part-time CSR jobs, which make
this a great gig for students, seniors, or working parents. Customer service
representatives should be good at communicating with people and have some
experience using computers.
4. Office clerk. Office clerk duties can vary depending on the industry you're working
in but most jobs will involve filing, typing correspondents and documents, and
answering phones. Many of these jobs can be found on a part-time basis, which
allows for some flexibility. Most learn their skills on the job.
5. Receptionist. Receptionists perform administrative tasks, such as answering
phones, receiving visitors, and providing general information about their organization
to the public and customers, especially in health care industries.
ACTIVITY
Write down the duties and responsibilities for each of the top 5 roles of administrative
officer. After that, choose one role that you are interested to work as in the future and
explain your reason why.
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LESSON 1.4 Employer-Employee Relationship
In commerce and entrepreneurship, the terms employee and employer are often used.
Both terms are involved in exchange of services and payment which are crucial to
business.
An employee is a person who works for an organization or a company on a part-time
or full-time basis and receives compensation for the services rendered in form of a
salary. However, not every individual who offers his or her services to an organization
or company gets compensation for the rendered services can be considered an
employee. An employee is hired for a specific job or just to provide labor and does
his/her work in the service of another entity, mostly the employer. The main difference
between an employee and a contractor is that the employer has control over the
activities of the employee, but the contractor does his or her work independently. The
employee has a specified salary or wage and is bound by an employment contract,
whether written, express or implied. The organization which has hired the services of
the employee do control or if not, they possess the right to control the work which is
done by the employee and how the work is done.
The employer is the organization or company which puts to work, employs or hires
the services of the employee. The employer can also be an individual, a small
business, a government entity, an agency, a professional services firm, a store, an
institution or a non-profit association. The employer has the mandate of compensating
the services rendered by the employee in a way which is agreed upon by both parties
in the employment contract or as per the organization’s policy. These ways include a
salary, an hourly, daily or weekly wage and other employment benefits as legally
outlined by the local laws and provided by the employer. In a workplace which is
represented by a union, the employer bears the obligation of paying as per the union-
negotiated contract. The employer has the power of terminating the employment of a
worker if the employee fails to meet the standards expected at the time of employment
or if he or she breaks some rules as set by the employer.
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The employer and the employee both depend on each other for achieving a set target
and therefore both mutually gain something from each other. This is an important
factor which enables sustainability. The employers depend on the employees to
perform specific tasks and in so doing help them in achieving their business goals and
ensure the business runs smoothly.
On the other hand, the employee depends on the employer to pay him or her the
agreed salary or wages and thereby enable them to financially support themselves
and possibly their families. In case one of the parties feels that they are not getting
enough on their end of the bargain, the relationship is likely to be terminated if
negotiations fail. The employer might decide to fire the employee if they are dissatisfied
or otherwise the employee can just resign or quit their job.
The relationship that exists between the employer and the employee is a relationship
that must be developed over time. This development requires the input of both parties,
that is, the employer and the employee. The employer can play their part of
establishing and developing a relationship with their employees by showing interest in
their life away from work, asking the employees about their families and learning about
what their interests are. Employees can contribute by being more open to their
employers and talking about themselves and their lives away from work comfortably.
These relationships are important to the success of the business since a strong
relationship makes the workers satisfied and consequently increases productivity.
RESTRICTIONS IN AN EMPLOYER-EMPLOYEE RELATIONSHIP
For a sustainable relationship, there needs to be established lines that should not be
crossed and beyond which a relationship stops being beneficial to a business
anymore, sometimes even toxic. These restrictions and limits exist in every company
setup although the type of relationship which is considered healthy may vary from
company to company.
In general, romantic relationships between the employer and the employee are
unhealthy in most companies. The employee should also be careful not to develop a
relationship with the employer which is closer than the relationship between the
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employer and the other employees as this may raise favoritism concerns and other
unfairness issues in the workplace.
Both the employer and the employee share the responsibility of making sure that
their relationship does not cross the restrictions of professionalism and those of the
company standards.
DIFFERENCE BETWEEN EMPLOYER AND EMPLOYEE
1. Goal. The objectives of an employer and those of an employee are different and
necessary for the existence of that relationship. The employers aim to improve their
productivity be it organizational or industrial. By hiring the services of the employee
and assigning them to a role which suits the employee’s qualifications, the employer
targets to maximize the productivity of that specific area or to eliminate errors which
lag the general productivity of the organization. The employee, on the other hand,
seeks the job and renders the services required by the organization in exchange for
the compensation in form of salaries and periodical wages. This gives the employee
the ability to support themselves financially and also to enjoy other employment
benefits as may be provided by the employer.
2. Cash Flow. Another difference between the employer and the employee is the
direction of cash flow in the company or business. On the side of the employer, the
salary is a deduction from the income of the company. This income could be from the
proceeds of the business if it is an enterprise or from grants and sponsorship if it is a
non-profit association. The employer gives out the cash. However, for the employee,
the salary is an addition to their finances as they are the recipients of the cash given
by the employer. In terms of profits, the profits garnered by the particular enterprise
eventually find their way to the employers account and the employee can only get a
part of the proceeds through the salary or as a bonus if the organization has a policy
of rewarding most industrious workers.
3. Roles and Responsibilities. The role of the employer is to protect the health,
welfare, and safety of the employees and any other persons that may be affected by
the activities of the business. The employer must responsibly do whatever is under
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their power and ability to achieve this. The employer provides other benefits for the
employee besides the salary in order to take care of this. This includes providing things
like health covers which extend to the employees’ family if they are parents and giving
them catered-for vacations to ensure they are satisfied. This also improves their
productivity. They should provide a conducive and safe workplace for their employees
and ensure they are paid in good time. The employee has the responsibility, among
others, of obeying a lawful and sensible order as stipulated in the contract of
employment. He or she should serve the employer faithfully and uphold loyalty and
diligence when carrying out his or her duties. Employees are also required not to
misuse any confidential information they acquire from the employer during the time of
service.
4. Level of Authority. The employer has more authority than the employee. In fact,
the employer can and, in most cases, does monitor and control what the employee
does, and sometimes even how they do it. Employees carry out roles which have been
assigned by the employer and reports to the employer. However, the employee does
not have authority over the employer. Their authority can only be exercised with lower-
level employees. The employer also has the authority of terminating the employment
of the employer if justified by the company policy and the employment contract.
LESSON 1.5 Organizational Culture and Structure
Organizational culture and structure are important to the success of a business. It is
necessary that a business owner or operator understands the difference between the
organizational structure and the culture of the business.
The best organizational structure will depend on the company and its employees.
There is no one best method to apply for guaranteed business success. It will also
depend on the goals of the business. If a business wants to be effective, it needs to
have a strong organizational structure and culture. You can often tell when a business
has an effective organizational structure or culture in place.
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UNDERSTANDING ORGANIZATIONAL CULTURE
Organizational culture is the expectations of the business. These are unwritten rules
that dictate the attire, work ethic, and overall structure of the business. A new
employee will often have to learn and follow these rules to fit into a business and its
culture. Consider it the personality of the business. This culture sets the standards for
the workplace and affects how the employees are expected to act.
Organizational culture might include the following:
Commonly shared beliefs.
Values that dictate the employees' behaviors.
Agreed upon assumptions.
Most organizations have a unique culture that sets them apart from other businesses.
These unspoken culture rules affect the employees, managers, and owners of the
business.
UNDERSTANDING ORGANIZATIONAL STRUCTURE
Organizational structure, on the other hand, is the legal structure of the business.
The organizational structure might include the following:
The method in which you register your business.
The formal system of roles and authority within the business.
The organizational chart.
The policies and methods used to assign manager tasks.
The hierarchy structure.
THE STRUCTURAL CHARACTERISTICS OF THE HIERARCHY
The hierarchy structure consists of the organizational chart, which includes who
reports to whom and who is assigned individual roles within the business.
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The hierarchy structure includes the following elements:
1. Characteristics – the specific policies and regulations used to manage the
behaviors of management.
2. Height – the number of levels within the hierarchy.
3. Control span – how many employees are beneath each manager.
4. Departments – the specific groups of employees and available resources within
each department.
5. Centralization – the upholding of policies and regulations throughout all levels
of the hierarchy.
6. Standardization – the standard of rules and regulations.
7. Formalization – the formality of documenting rules and procedures.
8. Specialization – the level of special skills within each department.
THINGS THAT AFFECT ORGANIZATIONAL STRUCTURE
There are a few things that can affect the organizational structure of a business.
Business owners have a direct effect on corporate strategy. This is the standard of
approach that will be used to grow and structure the business. Growth can also affect
the organizational structure.
As a business grows, it will need additional managers and employees, which can
change the current organizational structure. Diversification can also be an influential
factor as the number of products or services within the business expands.
Concerns of environmental uncertainty can also affect the organizational structure of
the business. When a business has a high level of environmental uncertainty, its
managers and employees are more likely to be organic with their practices. On the
other hand, when a business has very little environmental uncertainty, they are less
likely to be organic with their daily business practices.
FLEXIBLE ORGANIZATIONAL STRUCTURES
Many business owners believe that a flexible organizational structure is the most
empowering type. A flexible organizational structure includes fewer managers, less
centralization, and less formal rules and regulations. A flexible structure is set at the
department level of the hierarchy. This type of flexible structure can encourage
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employees to think for themselves and to experiment with new ideas. It gives freedom
to all employees in the hierarchy, regardless of their level in the organization. A flexible
schedule may not work for every type of business, so it is important for a business
owner to consider if a flexible structure would work for their organization or not.
Organizational culture and structure each require their own strategy. Understanding
the difference between the two is necessary to create a strategy that works best for
the business based on its specific needs.
THE DIFFERENCE BETWEEN ORGANIZATIONAL CULTURE AND
ORGANIZATIONAL STRUCTURE
You can maintain full control over the organizational structure of your business and
you can also exert a strong influence over the company culture. Business owners need
to understand the difference between the two because these aspects of your business
can have a major influence on the firm's success or failure.
1. Basics. The organizational culture of a business reflects the mentality, work ethic
and values of the company's owners and employees. Some firms are regarded as
having a cut-throat culture in which employees aggressively compete for promotions
and bonuses without regard to one another's feelings. Other firms have a family-
friendly culture or a culture that encourages creativity.
The term "organizational structure" refers to the actual framework of a company. In
the United States, you register your business as a sole proprietorship, partnership,
corporation or as another type of entity. Your choice of structure has a direct impact
on the firm's tax liability and the way that day-to-day operations are handled.
2. Control. You decide on your company's structure when you first start operations.
Aside from choosing to register as a corporation or some other type of entity, you also
decide how to arrange the chain of command. You can maintain tight control with a
centralized structure or you can give departmental managers a degree of autonomy.
Initially, you also get to determine your firm's corporate culture because the culture
starts to develop after you have your first interactions with employees and clients.
Although you can set the tone by trying to create a relaxed culture or a sale-focused
culture, your employees' attitude toward work also has an impact on the culture. If you
try to create a warm work environment but the managers that report to you mistreat
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their employees, then, despite your own efforts, your firm will have a hostile or negative
organizational culture.
3. Change. The corporate culture of a business changes any time. You can effect
some change by relaxing rules, or implementing new policies and procedures that are
designed to impact the day-to-day work environment. The culture can also change if
a large number of employees leave because the new employees may not share the
same ideals and values as the outgoing employees. The organizational structure of a
business changes, though this becomes harder as a business expands. You can
change a sole proprietorship into a corporation by filing papers with your state, and
you can eliminate levels of management in a corporation to streamline the structure.
However, you cannot turn a huge corporation back into a sole proprietorship. Major
firms tend to have similar management structures because logistically you need a
certain number of supervisors when you have large numbers of employees.
4. Tangible. Structures are tangible, which means that anyone can determine that you
operate a corporation by checking your state's business registry. Managers and
supervisors are further evidence of the firm's organizational makeup. People can
criticize the structure or recommend changes, but no one can deny that the structure
exists. Perceptions of a firm's organizational culture are not always based on tangible
facts. Disgruntled customers or employees may spread misinformation about a firm
and this can cause other people to develop a negative impression of a firm. You can
try to dispute such misinformation but you cannot always back up descriptions of a
culture with tangible facts.
ASSESSMENT
DIRECTIONS. Assume that you are an administrative employee wherein you need
to introduce yourself to the newly hire executive manager. Film yourself a video on
how will you introduce yourself.
NOTE: Since your role is an administrative employee, you need to wear a business
attire for this video. Maximum of one minute only
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