ADMINISTRATIVE OFFICE

PROCEDURES
AND MANAGEMENT
 Introduction
The twenty-first century ushers in an office environment
that presents innumerable challenges to the office
professionals. Rapid changes in information technology, new
organizational patterns, expanding scope of businesses,
refocusing of business goals, and competition have
revolutionized the role of the office professional. Today the
age of knowledge explosion, he enters a workplace
dramatically different from the office a few decades ago.
Because of the transition, the office becomes a dynamic
center where a powerhouse of professionals fuse their
expertise together in healthy competition and cooperation.
The modern office is composed of people who create,
collect, process, utilize, and store business information
needed to define the object workforce to take action to
accomplish the planned objectives. This underscores the
important role of the office professionals in assisting the
executives who perform their specialized functions.
 What is an Office
• generally a room or other area where an organization's employees
perform administrative work in order to support and realize objects
and goals of the organization.
• a place of business, place of work
• a room, set of rooms, or building used as a place for commercial or
professional work.
• an information center which provides information relating to
business transaction.
 Kinds of office
• Traditional office
• Office in transition
• State-of-the-art office
 TRENDS IN THE OFFICE
ENVIRONMENT
• 1. Modern computer
Technology
The growth of technology
directly results in the
increase of information
and systems available in
business.
• 2.Globalization
More and more businesses in the
country are going multinational in
operation. This means that many
businesses operate both within the
Philippines and in other countries.
These developments created a
need to understand people of
different cultures and backgrounds
and be able to communicate with
them effectively. This development
also exerts pressure for rigid
training and education of the
workforce to enable them to be
globally competitive in terms of
skills and competencies.
• Focus on Quality
TQM or total quality
management is an
approach to
organizational
improvement referring to
a vigorous emphasis on
the quality of goods and
services produced. This
concept demands that the
office professional
understand the
importance of satisfying
the needs of the client or
customer and realize that
extremely high standards
of performance are
essential.
• Corporate Restructuring and
Downsizing
There is a noticeable trend
among business organizations
to reduce the number of
employees to select core
group who receive and enjoy
regular company benefits. For
company projects, outsourcing
is practiced by hiring
employees on a temporary
basis. This arrangement does
not imply that career
opportunities for today’s office
professionals are becoming
limited. Rather, it presents
new challenges for the
individual to demonstrate
excellent skills and attitudes to
merit an established place in
the office.
• Compressed Work Week,
Flextime, and Job sharing

• Most office adhere to

the traditional five-day
work week and 8 a.m. To
5 p.m. office hours. The
practice is changing to
accommodate changing
family structures and
needs. One alternative is
the four-day week
schedule where
employees compress
their weekly 40 hours into
four days of ten hours
each.
• With flextime, working
hours are staggered. All
employees do not report
to work at the same time
nor leave work at the
same time.
• Job sharing is another alternative. Two part-time
employees perform a job that otherwise one full-time
employee would hold. This would be suitable for those
who prefer to reduce the length of their work day.
• Flexiplace

• This applies to any number of

arrangements where the employee
works off-site either at home or in a
satellite office. This is also known
as telecommuting. Also known as
“virtual office,” communication with
the main office is made via
computers, telephone lines, and
modems or other technological
equipment such as fax machine or
mobile phone. This allows the
office professional more flexibility
with work schedules. There is no
lost time traveling to and from
work. This arrangement naturally
requires the ability to set priorities
and to perform duties with
minimum direction from a
supervisor.
• Call Centers

• Call center agent - is a

person who handles incoming
or outgoing customer calls for
a business. He handles
account inquiries, customer
complaint or support issues.
Other names for agent:
customer service
representative, telephone
sales or service
representative, attendant,
associate, operator, team
member.
 BASIC DUTIES AND RESPONSIBILITIES OF
OFFICE PROFESSIONAL:
• Categories of the duties
and responsibilities:
• 1. Administrative Duties
The office professional
applies his or her skills to
arrange meetings and
conferences, prepare
business itineraries,
coordinate travel
arrangements, attend to
visitors, make and keep
appointments, order
supplies and supervise
staff.
• 2. Communication
A large portion of the office
professional’s task
centers around assisting
the executive in
communication. He or
she should be able to
handle incoming and
outgoing mails, use the
telephone, transmit fax
and other forms of
communications, and use
shipping services.
 WORD PROCESSING
In the business world today there is rapid and continuous
flow of information which are produced and transmitted
through written communication. The office professional is
expected to be skillful in keyboarding letters, reports and
other business documents. Accurate transcription of
dictated materials are called for most of the time.
• Records Management

• This includes knowledge

of the various filing
systems, filing supplies
and equipment. This
covers records
management procedures
and organization and
control of the filing
system.
• 5.Reprographics

• This is the process of

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

• Data processing is
organizing, storing, and
retrieving numerical data
with the use of computer
software. Such data may
include orders, purchases,
accounts payable, sales
accounts receivable or
inventory. All office
professionals should have
working knowledge of
basic computations and
accounting to handle
simple tasks like handling
petty cash, checking
accounts, and keeping
accounting records.
 THE OFFICE PROFESSIONAL
• Despite technological innovations, the office professional
remains to be the most potent force in the office. He has not
and will not be replaced by machines. He provides the
human element in facilitating the office communication of
information. This naturally demands mastery of office skills
and possession of personality requisites of the highest order.

• People who work in offices are called by many titles like

secretaries, executive secretaries, office managers and the
like but whatever t the title may be, he has come to be
referred to as the office professional to underscore how much
professional attitude contributes to success. In the office,
professionalism is valued to a great extent. The office
professional should be able to identify and practice the skills,
personal attributes, and all the elements for developing
professionalism if he aims to set a record of excellence in
performing various roles in the office.
 Business Knowledge and skills
• Keyboarding
• English language usage--spelling, grammar and punctuation
• Computer operations
• Mathematics and basic accounting operations
• Office machine operation--copiers, fax, calculators, etc.
• Telephone usage
• Mail management
• Information/records management
• Greeting visitors, scheduling appointments, making travel
arrangements, and meeting with management.
• Written material preparation
• Customer/client service
• Employee supervision
DESIRABLE QUALITIES
• 1. Adeptin Technology
• Having the technological skills necessary to perform data entry,
manage team calendars, and create company reports are highly
sought after admin skills in assistants. It’s important to be
familiar with Microsoft Office software like Excel, Word,
PowerPoint, Outlook, and more. This means you need to have a
thorough understanding of computer software, browsers, and
operating systems in order to perform the job.
• 2. Verbal & Written Communication
• One of the most important administrative skills you can exhibit
are your communication abilities. The company needs to know
they can trust you to be the face and voice of other employees
and even the company. This includes handling incoming
correspondence from customers, suppliers, or partners in a
timely and professional manner. In addition, to have a friendly
and positive attitude when they interact with customers, guests,
and other employees.
• 3. Organization
• Not only are strong organization skills needed to keep
yourself organized as an administrative assistant, they are
also needed so you can keep the whole office organized
as well. This includes organizing team schedules, events,
and files with a system that makes sense for everyone.
This ensures that your fellow team members in the
organization can easily follow your filing systems without
misplacing items.

• 4. Time Management
• Because you are a resource for the whole company, it can
feel like your time is stretched across several
departments. To make sure your time is properly allocated
and planned, it’s crucial that you have good time
management. Otherwise, you will potentially stretch
yourself too thin. To be the best resource for your team,
you need to accurately plan your tasks and the time they
will take.
• Strategic Planning
• Similar to time management, admin assistants need the
skill of being able to plan strategically. This means
prioritizing your tasks in order of importance or planning
out processes for the entire office to follow. Planning skills
also come into play when arranging employee and
executive calendars when unexpected cancellations or
changes arise.
• 6. Resourcefulness
• If you already have experience working as an
administrative professional, you already know that you
need to be able to adapt. In business, things can change
at a rapid pace and you need to be able to adapt quickly
to get the job done and assist your teammates. To do this,
admins need to be resourceful in getting their tasks done
through multi-tasking and creative thinking skills. This is
especially important when your boss is unavailable during
a crisis—as an assistant you need to be resourceful in
exploring other avenues to reach a solution.
• 7. Detail-Oriented
• In handling sensitive client or partner communications,
assistants need to be detail-oriented to catch potential
typos and grammatical errors. Furthermore, having an
eye for detail helps with data entry tasks and reporting to
ensure that your work is accurate and trustworthy.
Missing small details in a report or memo leaves a less
than stellar impression on the recipient and leaves room
for further mistakes.
• 8. Anticipates Needs
• The difference between a good assistant and a great
assistant is their ability to anticipate needs and complete
important tasks without needing to be asked. An
amazing assistant will take initiative to support the
business instead of waiting around for approval or
direction. Think the company contact list is out of date?
Update it to show your bosses that you can take care of
the business without needing constant supervision.
 Professional Image

• In addition to the skills and knowledge, office professionals

need to project a professional image. The following factors
determine professional image:

• 1. Clothing
• First impressions are 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 opportunities. Clothes sense is not inborn but it can be
cultivated. A good wardrobe need not be expensive not
extensive. Build around a few items starting with basic outfits
in neutral colors. Mix and match these items to create new
combinations. Add swell-coordinated accessories to project
an appropriately and tastefully dressed picture.
• Use of accessories
• 2. Grooming
• A well-groomed appearance reflects an image of
success and an aura of self-confidence. Grooming
begins with personal hygiene and includes personal
cleanliness, care of the hair, skin, hands, and make-up.
A daily bath routine, use of deodorants and mouth wash
is necessary. Concern for the details of one’s personal
appearance ca indicate carefulness about work-related
duties.
• Consider the use of cologne and perfume.
• 3. Posture and Poise
• An expensive dress can look shabby or
slouching or slumping figure. Check your body
alignment whether you are sitting, standing, or
working.
• Poise is balance and stability. It is the ability to
appear calm, confident, cool, relaxed, and
composed even when you are struggling at
some difficult situation or person. It denotes
ease and dignity of manner.
• 4. Speech
• The quality of your voice has an impact on your
personality. Do you have a pleasant, clear, well-
controlled, attractive voice? Or is yours a low, dull? Is it
loud, shrill or demanding? Strive to correct your voice
and speech defects that make communications difficult
like regional accents. Refinement and good breeding is
reflected on the kind of language you use. Foul
language destroys your professional image. Use a
vocabulary that demonstrates wise an precise use of the
language. Slang expressions are not used in the office.
 Personal Attributes
• A. Professional attitude
• Refers to a devoted attention to the job so that it is
performed completely, efficiently, and cheerfully as
possible.
• Accepts suggestions and supervision well
• Complies with office rules and regulations.
• Excellent team worker, pleasant and cooperative,
enthusiastic and interested in work.
• Avoids complaining
• Not moody but tries to be agreeable most of the time
• B. Ethical Behavior
• Possesses the strength of character to do what is right
regardless of the outcomes.
• Refuses to engage in office politics (who you know) but
holds on to one’s value system.
• Strictly observes office hours, does not watch the clock;
does not disappear frequently.
• Accepts responsibilities; does not attempt to pass the
blame to others for errors or shortcomings.
• Maintains honesty and integrity (company
supplies/equipment never taken for personal use).
• Respects the privacy of others.
• C. Loyalty
• Trustworthy; handles sensitive information and keeps silent about
confidential information.
• Understands the objectives of management and defends them if
needed be.
• Supports the executive and his ideas, decisions, projects, or
programs.
• Keeps company affairs to himself, does not discuss with others
anything that might discredit the executive or the company.
• Cost conscious; uses company supplies wisely.
• Committed to quality work on all occasions.
• Willing to exert extra effort or make personal sacrifices when
needed.
D. Flexibility
• Turns out good work under unusual circumstances or in new
environment.
• Responds to sudden changes in instructions.
• Tackles jobs that have not been done before.
• Shows alertness and intelligence
• Learns job requirements quickly.

• E. Self-Esteem
• Has a strong belief on one’s self, one’s competence, once
worth.
• Radiates inner peace; displays confidence.
• Acts decisively in pressure situations.
• Highly motivated to improve job performance.
• Not defensive, critical, or uncooperative.
• Has excellent ability to concentrate on intellectual endeavors.
• Focuses more on accomplishments rather than on failures.
• F. Tact and Diplomacy

• Possesses a sensitive perception of the right thing to say or do.

• Listens, speaks, and acts in a manner appropriate to the situation.
• Avoids upsetting anyone because of careless or offending words.
• Emphasizes the positive rather than the negative traits of others.
• Suggests rather than command; requests rather than demand.the
positive rather than the negative traits of others.
• Suggests rather than command; requests rather than demand.
 Communication Skills

• Communication is the lifeline of business. Without it, no letters would be sent,

not orders would be placed, no contracts signed. It is the basis of all office
functions:
• Communication Process
• The communication process has four components: sender, message,
receiver, and response. If one unit is missing, there is no communication.
• A sender begins the process when he creates a message expecting the
receiver to respond or react in some manner. Senders should be specific.
• The message is the vehicle that carries the sender’s thoughts. It can be verbal
or nonverbal. To be effective, the spoken message should be concise to avoid
waste of time, complete or not leaving out important information, cohesive or
not jumping from one subject to another, clear or understandable through
careful enunciation, and courteous. Non verbal communications include body
language like hand movements, voice quality, facial expressions, or postures
all of which communicate as strongly as words.
• The receiver is the recepient is the recipient’s of the sender’s message.
Passive listeners absorb some of the messages directed to them but does not
receive all the messages. Active listeners develop god habits of concentration
and mental participation and thus absorb most of the intended message.
• The response or feedback occurs whenever a message is received. The
receiver may react positively or negatively Feedback may not take the form
the sender expects but it nevertheless completes the cycle.
 Techniques to Reduce Communication Breakdown

• 1. Work hard at listening actively. Set goals for what you hope to
learn.
• 2. Overcome distractions. Drive distracting thoughts from the mind.
Ignore noisy surroundings.
• 3. Be less self-centered but more people oriented. Check if the
other person understands the message.
• 4. Check for nonverbal cues. Pay attention to how others react
when you communicate.
• 5. Do not interrupt. Suspend judgment when the other person is
speaking.
• 6. Do not plan your response while the person is still speaking.
• 7. Eliminate slang expressions and serious speech defects. Use
correct grammar.
• 8. Take notes but write only the main points of the message.
 Human Relations skills

A human relation is one person's relationship or connection with

another person. It means how an individual man or woman is
related or connected to another man or a woman.
It implies how people interact and cooperate with each other when
they come together in a group to achieve objectives.
Observe these points to build good human relations skills in the office.
• 1. Be sincerely friendly and courteous to everyone. Radiate
pleasantness and goodwill. Smile. Never pay insincere
compliments. Develop office friendships but exercise caution with
the opposite sex. Maintain good moral standard.
• 2.Advance on your ability and merit. Do not seek personal
advancement at the expense of others.
• 3.Avoid arguments. Discuss differences calmly and objectively.
• 4.Do not involve yourself in gossip or slander. Respect the right of
privacy regarding the personal lives of colleagues and your
superiors.
• 5. Learn to accept justified criticism. Make a sincere
effort to improve.
• 6. Give credit and praise to others. It will a difference in
your relationships with them.
• 7. Take time to be helpful. Be concerned. Offer
assistance. Be an encourager.
• 8. Be considerate. Do away with annoying or distracting
behavior that will disrupt the team spirit (being
disorganized, talking too loudly, whistling, etc.
• 9. Learn the preferences, priorities, and work habits of
the executives. Express support when he has reached a
decision.
• 10. Develop a sense of humor. However, display it at
the right time and in a way that is free from unpleasant
irritations.
• 11. Be tactful. Do not upset anyone because of careless
remarks.
 THE OFFICE PROFESSIONAL’S RESPONSIBILITIES
FOR EFFICIENCY AND PRODUCTIVITY

• An office professional should always exert much effort or

energy to be an efficient and effective office worker.
Effectiveness means producing a desired or definite
result. Efficiency means producing a desired result with
a minimum effort, expense, and waste. It is possible to
be effective without being efficient, cut the cost may be
so great that profit-making organizations must couple
effectiveness with efficiency. Organizing work actually
means organizing time.
• Time Management
Time is priceless possession. It
cannot be bought, stored, or
replenished, Organizing work and
managing time are essential inputs for
measurable accomplishment every
day for the office professional to
achieve her goals.
------the ability to use one's time
effectively or productively, especially
at work.
Time Management refers to managing
time effectively so that the right time is
allocated to the right activity.
Effective time management allows
individuals to assign specific time slots
to activities as per their importance.
Time Management refers to making
the best use of time as time is always
limited.
• 1. Time wasters
• Everyone receives an equal amount of
time each day. However, others
accomplish more than others.
Managing time means managing
yourself.
• A. Excessive Socializing
• Sociability is one personal trait that an
office professional should develop for
proper communication.
• a. Chatting in the restroom with
coworkers or intimate friends about
some unnecessary topics.
• b Making personal telephone calls or receiving and entertaining
friendly call
• c. Spending too much time in conversation with drop-in visitors from
both inside and outside the office.
• 2. Office Gossip
• It’s hard not to fall into this trap, but statistics show that gossiping
eats away as much as an hour a day in some offices. The easiest
solution is to walk away when the gossip starts.
• 3. Distractions by Noisy Co-Workers
• If a noisy co-worker keeps you from being productive, wear noise-
canceling earphones, or ask to have your cubicle moved to another
part of the office.
• 4. The Internet
• Unless you need it to get the job done stay off the internet altogether while
at work.
• 5. Email
• Instead of reading and responding to every message when it comes in, set
aside a time each day to handle non-emergent correspondence. Here’s
another tip: only read the most important messages. Skip over the rest.
• 6. Meetings

• If meetings are eating away at your productivity, do your best to eliminate

unnecessary ones. If you really aren’t required to be present, skip it. And when you
are required to be in the room, do your best not to sidetrack the discussion. Keeping
everyone on task can save hours of table time every week.

• 7. Snacks and Breaks

• Everyone needs a break from time to time, but do your best to limit them to only a few
minutes once or twice each day.

• It may seem impossible to get through your to-do list in a mere eight-hour workday,
but if you are diligent to eliminate these common time eaters, you may discover that
your day goes much smoother, and you get a lot more accomplished !
 8. Disorganization

• Organize your work station for efficiency:

• Keep off the desk top all objects that are not in
constant use.
• Organize incoming and outgoing materials. Label
the trays on your desk.
• Plan ahead where to get the materials needed for
quick operations of performing the work.
• Eliminate unnecessary step and wasted motion by
properly arranging your equipment and supplies.
• Place frequently needed materials and supplies
within easy reach.
• Organize your drawer by the following suggestions:
• The center drawer may hold supplies used frequently such as erasers,
rubber bands, ruler, staples, paper clips and others.
• The top side drawer is for stationery, notebooks.
• The middle side may be used for work in progress, infrequently used items,
correction fluid, extra notebooks and others.
• The bottom side may be used for your personal articles.
9. Ineffective Communication
• Follow these suggestions:
• When you are given instructions, repeat your understanding of the
communication.
• Be sure to get accurate and complete information you need to
accomplish your work.
• Don’t be afraid to ask questions if you do not understand exactly
what you are to do.
• When you are communicating face-to-face, look at the person and
listen attentively to what he is saying. Be aware and sensitive of the
person’s movement or body language.
• Do not impress people with high sounding language. Use simple,
understandable and clear vocabulary.

10. Procrastination
• Trying to avoid an unpleasant task by putting it aside with the
intention of doing it later.
 TIME MANAGEMENT TECHNIQUES TO INCREASE
PRODUCTIVITY

• 1. Establish Priorities
• It is necessary to organize the work to be done so that
the most important tasks are carried out first. In short,
you set priorities.
• Prioritizing is determining the order of priority in which
work will be processed.
• Priority Tasks those that you must finish today.
• Non-priority tasks are those that can wait for tomorrow or
even day after. They are needed but not immediately.
• 2.Prepare Daily To-do-lists
• 3.Keep Schedule
• Your schedule may consist of:
• Long term schedules such as annual,
semi annual quality schedule
including tax report, meetings or
inventory.
• Weekly schedules will help you set
aside blocks of time for tasks as they
become due.
• Daily Schedules
• Routine Works includes task that
make up a part of every office
professional’s day:ordering supplies,
opening mails.
• Special Work
• 4. Handle paper work as quickly as possible. Read and process the
paper then act on it. Handle the paper once.
• 5.Simplify Repetitive Tasks. Batching technique is one way to
simplify tasks.
• 6.Perform tasks correctly the first time.
• 7.Develop a procedure notebook.
• 8.Utilize slack time. If you have slack time, you may clear away
papers no longer needed, rearrange files, replace worn file folders.
• TIME MANAGEMENT TECHNIQUES TO
INCREASE PRODUCTIVITY
• 1. Establish Priorities
• It is necessary to organize the work to be
done so that the most important tasks are
carried out first. In short, you set priorities.
• Prioritizing is determining the order of
priority in which work will be processed.
• Priority Tasks those that you must finish
today.
• Non-priority tasks are those that can wait for
tomorrow or even day after. They are
needed but not immediately.
• 2. Prepare Daily To-do-lists
• Before closing time each day, prepare your
schedule for the following day. As each job
is completed the following day, check it off
your daily schedule. Uncompleted items
can be added to the next day’s list, alerting
you to know how lat you are with the
particular items.
3. Keep Schedule
• Your schedule may consist of:
• Long term schedules such as annual, semi annual quality schedule
including tax report, meetings or inventory.
• Weekly schedules will help you set aside blocks of time for tasks as
they become due.
• Daily Schedules
• Routine Works includes task that make up a part of every office
professional’s day:ordering supplies, opening mails.
• Special Work
4. Handle paper work as quickly as possible. Read and process the
paper then act on it. Handle the paper once.
5. Simplify Repetitive Tasks. Batching technique is one way to simplify
tasks.
6. Perform tasks correctly the first time.
7. Develop a procedure notebook.
8.Utilize slack time. If you have slack time, you may clear away papers
no longer needed, rearrange files, replace worn file folders.
 ERGONOMICS AND OFFICE PRODUCTIVITY

Ergos - work
Nomos - natural laws which refers
to how the work place is set
up.
Ergonomics - is the study of all
office equipment and
environmental factors that
contriute to workers'
productivity and job
satisfaction.
The science of designing
machines, operations, and
work environment that best
meets employee's needs.
• Factors to ensure productive
office workplace:
• 1. Color - not only beautifies
an office but also improves
condition under which office
work is performed. It
established that color affects
human emotions, senses, and
thought process.
• yellow, red, and orange create
cheerful environment.
• gray and dull colors induce
office workers to sleep or
make them lazy.
• cool colors like light green, and
blue produce a calm and
tranquil atmosphere.
• 2. Lighting and Ventilation
• Adequate light is essential to the
successful operation in the office.
Many office tasks require much
reading. Good light of sufficent
quantity, diffusion and brightness
should be maintained. Eye strain
which can cause fatigue, irritability
and muscular tension may be due
to improper ligthing.
• The use of draperies and screens
are recommended to diffuse light
and deflect glare.
• It is also necessary that an office
be well ventialted. Air conditioning
helps to control air temperature,
circulation and humidity.
• 3. Acoustics
• Sounds affect the office
productivity. Irritating sounds like
rattling machines and street
sounds can disturb workers and
decrease productivity.
• Wall-to-wall carpeting can be used
because of its sound absorbing
qualities.
• 4. Furniture and Equipment
• Office furniture is vital tool for
office professional. It favorably
influences the behavior of
employees, economizes on the
human exertion required and
reduces the time taken to perform
the necessary operation.
• Modular furniture can ba
arranged in a U-shape or L-
shape providing the worker
additional space on one side of
the desk.
• The office chair is the most
important physical facility in
the office. The posture chair is
designed to tailor fit the
occupant and provides
maximum seating comfort by
means of three adjustments:
the seat height, backrest
height, and backrest horizontal
position.
• 5. Floor Plan/Office Layout
• Office layout means the systematic arrangement of office
equipment, machines and furniture and providing adequate space to
office personnel for regular performance of work with efficiency.
• The efficient management of the work depends on the efficiency of
the general layout. To achieve office layout, one must know the
workflow from one individual to another, special requirements of
employees like space allocation, noise control, lighting, color, and
airconditioning.
• Workflow refers to the movement of people and paperwork through
the office.
 Types of layout
• Open Plan for Collaboration

• Open-plan offices are

becoming increasingly
common in modern
workplaces, particularly in tech
companies where innovation
and teamwork are critical to
the success of the company.
Some businesses prefer open
floor plans because they
encourage communication and
teamwork. Open plans take up
less space, thus reducing
square footage costs and
saving money on heating and
lighting.
• Open plans also allow employers to keep an
eye on employees. On the downside, these
workplaces can get loud, deprive workers of
privacy and be potential hotbeds of viruses
during flu season.
• Private Offices for Confidentiality
• There was a time when most employees
outside of the receptionist had a private
office, but those times are gone. These
days, the only businesses that have private
offices for all employees are small
companies with only a handful of
employees or law offices and other firms
with large budgets where confidentiality is
essential. The benefits of private offices
include full privacy for the employee, a quiet
environment in which to work and client
confidentiality. The primary downside of
private offices is the expense of additional
square footage and the cost of heating and
lighting the space.
• Cubicle Offices For Space
Saving

• Cubicles use a series of partitions

that can be modified at any time,
allowing workers many of the
benefits of a private office.
Cubicles also take up much less
space than a private office. Some
employees find cubicles isolating,
but they're a practical and secure
option for businesses like banks
that require confidentiality for
employees but don't have the
budget for everyone to have
private offices.
• Half Partitions as a Hybrid
Solution

• Half partitions are like cubicles

except, as the name implies, the
wall only goes halfway up. Half
partitions offer a good balance
between open-plan layouts and
cubicles since employees are
given some level of personal
space and privacy while still being
able to communicate with co-
workers verbally over the top of
the partition. Half partitions save
space and utility costs, but their
use produces a louder
environment and affords less
privacy than cubicles and private
offices.
The office professional's public relations duties
• A very interesting and challenging responsibility of the office
professional is the public relations aspect of the position. A typical
day presents opportunities to interact with clients, customers,
suppliers, governmenatal agencies, civic and community
organizations, or financial institutions. She is the first contact a
visitor has. Skill in dealing with people inside and outside is very
important.
• Creating and maintaining a favorable company image requires
patience, graciousness, courtesy, sensitivity, tact, consideration,
and the ability to get along with people. Being moody, playing
favorites and making rush judgmentsd may damage the company's
public image.
 Handling visitors

• First impressions are critical.

• 1. Greeting visitor
• Put them at ease and comfortable, treat him as guest, have a
pleasant greeting, look directly at the person. dont judge them by
their appearance. Pay attention to the name of first-time visitor,
repeat without mispronouncing.
• 2. Screening visitors
• 3. Admitting Visitors
• 4, Making introductions
• Given greater courtesy is named first.
• Factors to consider.
1. sex ------woman name first
2. rank --------with higher position
3. age -mature person
4. convenience the individual then each person
• Handshaking is routine and almost automatic between men.

• 5. Assisting Waiting Visitors

They may come early before the appointment. Make them comfortable.
6. Handling Delays and Interruptions
Keep interruptions to a minimum.
7. Handling problem visitors
a. Those who refuse to give their names or the nature of their
business.
b. Those who insist on obtaining information about the executive
c. Repulsive,high-strung visitors who use inappropriate language
disrupt the office.
d. Those who force their way into the executive's office.
e. Insistent salesmen and fundraisers.
f. Visitors whose mannerisms and attitude are unprofessional.
 Keeping Appointments

• 1. Scheduling Appointments
• You may record pre-scheduled
appointments either on an appointment
calendar or in an appointment book. You
may make your own calendar. Include
the following:
• 1. name of the person, business
connection, telephone number
• 2. purpose of the apointment
• 3. date and time of the appointment
• 4. where the appointment is to be
held if other than the executive's office.
• follow the preference of the executive in
schduling appointment.
• Remind the boss of his commitment
daily.
2. Avoiding Unkept Appointment
One of the most difficult tasks of the office professional is to prevent
overlapping or conflicting appointments.
The affected visitor is given priority in rescheduling.
3. Refusing appointments
Explain to the visitor the the executive has a heavy schedule.
Indicate politely that you will relay the visitor's message to the
executive as soon as possible.
4. Cancelling appointment.
Notify out-of-town visitor imediately
Local visitors should be notified by phone.
The office professional owes the affected visitor an honest explanation
for the cancellation.
 COMMUNICATING BY
TELEPHONE
Telephone is an indispensable tool in every
organization, large or small regardless of the
nature of the business in today's organization.
Telephone provides inexpensive, convenient,
rapid and dirct means of verbally
communicating information. Despite the many
telecommunications devices now available,
management and office professionals believe
that with the telephone, verbal contact with
individuals both within and outside the office is
an essential activity for an effective and and
efficient office performance. Therefore, the
office professional has to develop and practice
effective telephone techniques.
 Advantages of Using Telephone
• 1. A real conversation betwen two person in which
information can be exchanged, ideas expressed in
friendly or business-like discussion.
• 2. Telephone is like an office personal visit, not
appointment is needed, each person remaining
comfortable in the office.
• 3. Can be used for preparatory discussion in
making arrangement of meetings and appointment.
• 4. Telephone is effective in reducing traveling cost.
• 5. effective in increasing sales, handling volume
accounts, and contacting delinquent accounts.
• 6. Good telephone practice aid in building the
goodwill of any enterprise and help get work
accomplish.
• Many impotant matters of minor importance can be
settled by phone satisfactorily and in a minimum of
time.
• 1. Telephone Techniques:
• 1.1 Develop a pleasant voice
See that voice is alert, natural,
distinct, and expressive. Develop a
voice with a smile.
1.2 Speak distinctly.
1.3 Be helpful and considerate.
1.4 Be discreet
1.5 Ask questions tactfully
1.6 Take messages completely and
accurately.
1.7 Be attentive
1.8 Say thank you and you are
welcome.
1.9 Use the caller's name
• 1.10 Transfer calls properly
• 1.11 terminate Call Courteously

• 2. Handling Incoming Calls

2.1 answer promptly
2.2 Identify yourself and/or your company
2.3 Place calls on hold only after requesting information
2.4 scree calls
2.5 Leave message when you leave your desk
2.6 Keep a log of incoming calls
• 3. Placing Outgoing Calls
• 3.1 Plan YOur Call and Know
the Number
• 3.2 Allow Time to Answer
• 3.3 Keep a Record of
Outgoing Calls
• 3.4 use Telephone directories
• a. white pages
• b. yellow pages
• c. Office professional
directory
 Telephones

• a. Dial telephone the conventional rotary dial telephone has ten

holes for dialing the number or leter number combinations. Listen
for the dial tone before you dial. Let the dial return by itself instead
of forcing it back.
• b. Touch tone telephone - twelve-button keyboard arrangement.
Press the buttons corresponding to the number combinations you
are calling.
• c. Cellular Telephone - it uses cells to transmit the receive calls.
 COMMUNICATING BY MAIL
Modern enterprise could not exist without mail. Every business day an office
professional can expect t receive deliveries of incoming mail and there is
always outgoing mail to be processed.
The office professional should be aware of the modernization and upgrading of
the products and services of the PhilPost (Philippine Postal Corporation
which was created by Republic Act No. 7354 on May 4, 1992.

HANDLING INCOMING MAILS

1. Classifying and Sorting - Before opening and reading incoming mail,

make a preliminary organization in this order.
a. telegrams, registered or certified mail, special delivery
b. personal letters and mail marked "personal" or "confidential"
c. regular first-class mail
d. interoffice communication
f. parcel post packages
g. third class mail---advertising, circulars, other printed matter
h. catalogues and magazines
• 2. Opening the Mail
Before opening the mail, tap the lower edge of the envelopes on
the desk so that the contents will fall to the bottom and will not be
cut or torn when the envelopes are cut open.
Reseal any mail you open by mistake wth transparent tape and
mark the front of it, "Open by mistake." Add your initials and forward
the letter to the addressee.
When you open the mail, look at the letter to see if any
enclosures are indicated. If they are not enclosed, make a note on
the letter.
Make sure that you have removed everything from the envelope.
Stack the envelopes on your desk in the same order in which you
opened them. You may staple the envelope to the letter. The
envelopes are not discarded until you know you don't need them.
• 3. Dating the Mail
• All the mails should be date-stamped on the upper right-hand
cornerof the letter. You may write Received and the date or you
may use hand or automatic date stamp.
• 4. Reading and Annotating
• By reading the mail in search of the important facts underlining
key words and dates, and writing marginal notes will help you group
these mails according to the next step to be taken for each one.
• key words that indicate who, what, when and where re
important.
• Underline and make notes, but underline sparingly. Annotating or
providing additional information in the margins is important. Write
small and make your notations brief.
• 5. Routing the Mail

• When several people shold see and act quickly on a piece of

corrrespondence. Attach to the item the routing slip. However, it is
a good practice to make a copy for each person, or it can be
phocopied and distribute the copy to the person.

• 6. Preparing mail for presentation.

• In presenting the mails to the employer, letters should be

arranged in preferred sequence or according to its urgency and
importance so they will recive immediate attention. Arranged them
as follows:
• Urgent letters, telegram, special delivery
• Letters marked "Personal" or "confidential"
• Regular mail
• Advertisement
• Newspapers and magazines
• If the volume of mail is heavy, you may divide the mail into several
folders. Place them in several folders labeled showing the
importance of each folder. You may use the following: Rush,
Regular and Read.
• Rush folder - arrange the mail so that those letters that require
immediate action of the employer should be on top: urgent letters,
telegrams, special delivery, regisgered and certified mail.
• Regular folder: unopened personal mail, other first-class mail,
interoffice memo.
• Read folder - place other classes of mail for the employer to read
such as , brochures, magazines, newspapers, and other printed
matter.
 HANDLING OUTGOING MAILS

Handling of outgoing mail is as important as processing incoming

correspondence.
1. check and prepare the letters in the following manner after the
employer signed them:
1.1 addresses
The information in the adddress keyed on the letter itself and
the address on the envelope should be the same.
To speed up the mailing process and prevent errors, some
business firms use window envelopes. The address should be
complete and make use that the ZIP code number is included, the
objectives of which are to speed up mail processing and delivery
and to enchance mail security.
1.2 Mailing Notations are keyed on the envelope entirely in capital
letters.
There are two types of mailing notations on the envelope:
a. On-arrival reminders such as CONFIDENTIAL PERSONAL, or PLEASE
FORWARD. They are typed four lines below the return address or nine
lines below the top edge of the envelope starting one-half from the left edge
of the envelope.
b. Mailing service reminders or postal direction such as CERTIFIED MAIL,
REGISTERED MAIL, OR SPECIAL DELIVERY are keyed on the same line
(line 9) as the on-arrival notation, one half inch from the right edge of the
envelope.
Both types of notations are generally typed in capital letters of lower case
letters but underscored.
1.3 Signatures
A letter without the signature in ink of thesender in invalid. If you are
authorized to sign, letters with an employer signature, you should put your
initial after employer's name.
1.4 Enclosure
Check carefully to see that all enclosures cited in the enclosure notations
are included in the letter.
1.5 Carbon copy/Copy Furnished Notation
Check carefully to see that envelopes have been addressed to persons
cited in the notation.
• 2. Fold each letter and any enclosures and insert them in the
envelope.
• 3. Seal the envelopes except those that are going to be sent as
second or third class mail.
• 4. Sort th letters into the piles according to the postage required. Be
sure to separate all heavy letters that must be weighed to determine
the correct amount of postage.
• 5. Affix postage stamps to the envelopes or imprint postage on the
envelopes by means of a desk model meter machine.
• 6. Post the letters promptly.
• 7. Attend to the mailing of materials that should be sent separately
such as catalogues, advertising.
• MAILING SERVICES
• Different classes of mail:
1. First-class mail - this includes all handwritten, typewritten, or computer
printout material such as letter, carbon copies, greeting cards, photocopies,
personal notes, postal cards, bills, abstract of account, business, reply mail
as well as materials sealed against postal inspection.
The rate of letters is based on weight, by ounce or fraction of an ounce.
Weight limit vary according to the destination.
2. Second-class mail -- bulk of newspapers, magazine and other printed
matter which are not personal correspondence.
3. Third-class mail - covers printed circulars, books, catalogues, and
miscellaneous printed matter except first class and second class of mail and
usually mailed unsealed.
4. Fourth-class mail - known as parcel post which includes all materials not
classified as first, second or third class mail weighing 16 ounces or more. It
is used extensively for the shipment of packages.

POSTAL PRODUCTS AND SERVICES

1. Domestic Mail Services
1.1 Ordinary Mail
1.2 Registered Mail
1.3 Special Delivery
1.4 Priority Mail
1.5 Insured Mail
1.6 Postal Money Order Service
1.7 Collection Delivery Service
1.8 Business Reply Envelope/card
1.9 Postal Identity Card
• Mail Services

• Express Post
• International Express Mail Service (IEMS) is the fastest means of
sending time-sensitive items to addresses abroad. Any articles such as
documents, samples of merchandise and goods, not specifically prohibited
by regulations, can be sent via IEMS. Currently, the Philippines has a
bilateral agreement with 45 countries for the reciprocal exchange of EMS
items.
• Domestic Express Mail Service (DEMS) is the fastest means of
sending urgent messages, business documents or goods to addresses
within the Philippines. Generally, DEMS items are delivered the next day
after the date of mailing provided that they are posted on or before the
prescribed cut-off time. Currently, the service is available in all major cities
and towns nationwide.
• Express Pouch is a next day delivery guaranteed to time-sensitive and
important documents. It is a guaranteed next-day door-to-door delivery to
selected areas either by land or air.
• Letter Post items include letters and post-cards weighing not more than 2
kilos which can be accepted in post offices and postal stations for delivery
locally or any part of the world.

• Letters are first class mails which are either ordinary, priority or registered
• Ordinary Mail includes all unrecorded items which are charged the basic
postage and delivered through the regular delivery channels. Mails are
classified into first, second and third class.
• Priority Mail is a next-day delivery of unrecorded mails in Metro Manila
and selected cities and towns nationwide if posted on or before 3:00PM.
• Registered Mail is accorded mail security with the entire process being
recorded from acceptance to delivery to the addressee. As proof of delivery,
the sender may attach a registry return receipt to be signed by the recipient.
Indemnity is paid in case of loss or damage of registered mail.
• M Bags are defined as direct sacks of printed matters sent to a single
addressee at a single address. There are three types of M-bags: Airmail M-
bags, International Priority Airmail (IPA) M-bags, and International Surface Air
Lift (ISAL) M-bags.
• Articles that meet the definition of Printed Matters include newspapers,
magazines, journals, books, sheet music, catalogs, directories, commercial
advertising, promotional matter, and the likes.
• Small Packets are specially provided for the transmission of goods
(including trade samples), whether dutiable or not, in the same mail as Printed
Papers, with a limit of two (2) kilograms and below.
• Parcel Post is a convenient means of sending non-perishable foodstuff,
handicrafts and other merchandise to addressees within the country and
abroad. This service is available in all post offices nationwide. Parcel may
be sent via air or surface means.

• Air Parcel Post is the fastest means of sending parcels to foreign

countries. This service is available only in countries with which the
Philippines has bilateral agreements.
• Surface Parcel Post is the cheapest means of sending parcels to foreign
countries with which the Philippines has bilateral agreements. Surface
parcels may be sent to countries where we have no bilateral agreements
only through the intermediary of the United States of America.
• Insured Parcel Post includes parcels with a maximum insured value of
PhP 5,000.00 which may be accepted for delivery in selected foreign
countries. At present, this service is available only to Switzerland and the
United States of America and its possessions.
• Direct Mail is offered by PHLPost under its Unaddressed Advertising Mail
Service (UAMS) and allows the client to get optimum advertising mileage for
its products and services at the least cost. Companies can send brochures,
flyers, cards, catalogues including product samples to their customers in
specific areas of their choice. Moreover, they can send announcements,
public notices, important news items and research or survey questionnaires
which will be delivered at the doorstep of their targeted customers.
• Collect-on-Delivery Service (COD) is available for mailable materials or
merchandise, including books, magazines, periodicals and other printed
matters which may be sent collect-on-delivery, where the amount due is paid
by the addressee upon delivery of the articles.
• Fax Mail Service is an electronic mail service which provides the fastest
means of transmission and delivery of written messages or documents. This
service is available in selected major post offices nationwide.
• Business Reply Envelopes/Cards (BRE/BRC) maybe sent to parties within
the country and returned by mail to the sender whose name appears on the
card or envelope as the addressee upon prepayment of postage. Postage
and other charges shall be paid by the addressee upon delivery. Persons or
business firms desiring to avail of this service may file a written application
with the Regional Office concerned. The application shall indicate the post
office where the cards or envelopes are to be returned and a pledge that the
postage and other charges, if any, shall be paid at the time of delivery.
• Address Check Service offers to validate and provide business entities,
especially those involved in direct marketing with the correct address of their
customers within a locality, region or nationwide at a minimum cost.
• General Delivery Service is available for transients who have no fixed
address in locality. Transients can have their mails addressed c/o General
Delivery Service followed by the name of the local post office.
• Proof of delivery (POD) is locally offered to companies that require an
assurance/proof that their mails reached their clients. Generally, POD slip is
filled-out properly with the post office of entry, name of client/sender, actual
date of dispatch, and delivery of the mail.
• International Reply Coupon is sold to postal customers for use in prepaying
reply postage from other countries. Those originating from foreign countries
may be exchanged with postage stamps representing the highest charged
fixed rate for an ordinary mail of the first step sent by air to a foreign country.
• Money Transfer Services

• PHLPost offers domestic and international money transfer services to meet the
demands of different sections of the society.

• DomesticMoney Transfer Service

• Electronic Postal Money Order (ePMO)
• Instant, safe, reliable and convenient
• Customized to customer's needs

• PHLPost's ePMOservice has the following features:

• SMS real-time alert - text notification to the customer on the status of the
transaction
• Delivery Options:
• Cash Pick-up cash pick up at any participating Post Offices
• Door-to-Door Delivery cash delivery at the address of the beneficiary with
delivery fee of P100.00.
• Low Service Fees
• Maximum amount per application is P50,000.00. If the amount to be remitted is
more than P50,000.00, another application will be filled out by the sender.
• Available in selected post offices
• Paper-based Money Order
• DO'S AND DONT'S IN MAILING
1. DO Check if your mail has:
* the intended enclosure and is properly sealed ( when taped, the
same must be signed or intialed by the sender)
* the complete name of the addressee
* the correct house number, street, district, municipality province or
city
* the ZIP code (correct number and placement)
* your return address
* the correct postage
2. Drop your mail in the right mailing slot
To speed up mail and processing, most post offices have separate
mailing slots for Domestic and Foreign , surface and Airmail, etc.
3. DON'T mail any of the following prohibited items:
* prohibited drugs
* live animals
* firearms and explosives
* flammable or non-flammable products of any form
* obscene or immoral articles
* libelous mail matters
* subversive propaganda materials
* poisonous toxic, infectious or oxidizing substances
* radioactive and oter harmful materials
* articles covered by fraud orders
* all other articles banned by Philippine Laws
* Matters pertaining to a lottery orscheme to obtain money through false or
fraudulent means.
Don't enclose moeny orvaluables, hard, ierregular objects and similar article
with your ordinary mail.
 • MAILING TRENDS
• 1. Aerogrammes - one item in the
post office for international
mailing. It is combined letter
envelope. It is a lightweight sheet
of paper which is blank on one
side where the sender can write
his message.
• 2. Business-Reply Cards and
Envelopes
• 3. Postage Meter
ELECTRONIC MESSAGES
1. E-mail - allows quick and efficient
communication through the
computer.
2. Fax Transmission (facsimile)
electronically sends a document
through communication networks.
 INFORMATION MANAGEMENT RULES
AND PROCEDURES
• The work of office professional revolves around the use of
business lettrs, papers, cards, or other origninal materials for
smooth functioning of the business in giving out and receiving
information.
• Information refer to those that are recorded and needed in the
office which are used as evidence of transactions and may serve as
reference in the future.
• IMPORTANCE OF INFORMATION AND INFORMATION
MANAGEMENT
• A record or information is any form of data that is made and kept
for possible future use. It is any type of recorded information on
paper or on some type of microform. The information may be
written on paper or oral recorded on cassettes, films or videotape.
In this information age, types of records or information are called
records media which are paper, electronic and image.
• Records are important for the following reasons:
• 1. Records are created for the utilization of every office systems
and procedures.
• 2. Records aid administrative efforts and help coordinate the total
work performed.
• 3. Records can make contact or reach all persons involved in the
organization.
• 4. Records give instructions and direction and provide the data
needed for decision making for every function within an
organization.
• 5. Records provide a history for the business.
ADDITIONAL VALUES OF RECORDS TO A BUSINESS
1. Daily operational value - records serve as an important source of
information for the day-to-day operation in dealing with clients and
cutomers.
2. Financial value - Records are needed in business transactions such
as financial statement and other records for audit and tax purposes.
3. Personnel value - Records of personnel are kept which will show
their employment history and other pertinent information for each
employee.
• 4. Legal value - Records are needed by the organization to provide
evidence of transactions and activities when involved in any legal
case.
The major objectives ofa good records management program
is to have fewer and better records and to operate the system with
maximum efficiency, keeping in mind the need for making records
available when an where they are needed.
BENEFITS OF A WELL-ORGANIZED AND WELL-MANAGED
INFORMATION SYSTEM
1. Time spent by the staff in searching the files for misplaced
records is reduced.
2. Quick management decision is assured because of each and
fast retrieval of needed information.
3. Efficient and effective method of storage will recound to financial
savings.
4. Growth, evaluation, and updating of methods and equipment can
be attainted with planned records management.
5. Recorded information are protected with the use of proper
storage system which is vital in continuous operation of the
business.
Filing is one aspect of records management. It is the process of grouping,
organizing, and storing records to that they cn easily be found when
needed. File rekcords are also called as the memory of the business and
considered as management tools.

Filing system within an organization can be centralized, decentralized or a

combination of the two systems. The ystem is centralized when the files are
located in one central area and indexed by a central plan and are made
available through the personnel in the filing section to all. The when eah
department or division controls and maintains its own filing system. A
combination plan can also be used. The following are th filing methods:
a. Alphabetic
b. Subject
c. Geographic
d. Chornologic
e. Numeric