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The OfficeProcedures and Technology
Chapter 2
Office Competencies
Copyright© 2007 Thomson/South-Western
Slide 2
Employment Overview
U.S. Department of Labor employment projections Total employment for all jobs expected to
increase 14.8 percent by 2012 Administrative support positions expected to
increase 6.8 percent by 2012
Topic 2-1 Office Competencies Needed for Employment
Slide 3
Information Sources
The Occupational Outlook Handbook Monthly Labor Review
Topic 2-1 Office Competencies Needed for Employment
The Handbook is available online at the U.S. Dept. of Labor Web site
The Handbook is available online at the U.S. Dept. of Labor Web site
Source: http://www.bls.gov/oco/
Slide 4
Office Competencies
Needed by many types of workers Doctors, nurses, medical technicians Accountants, brokers, insurance underwriters Lawyers, architects, engineers Teachers, authors, computer
programmers Managers, executives,
office support personnel
Topic 2-1 Office Competencies Needed for Employment
Slide 5
Key Areas
Word processing Data processing Information management and transmission General managing and communicating
Topic 2-1 Office Competencies Needed for Employment
Slide 6
Word Processing
Producing written documents using software and computers
Important for creating electronic messages (e-mail)
Closely related todesktop publishing
Topic 2-1 Office Competencies Needed for Employment
Slide 7
Data Processing
Organizing, analyzing, and summarizing data
Workers use spreadsheet and database software
Ability to interpret datais important
Topic 2-1 Office Competencies Needed for Employment
Slide 8
Information Management
Organizing, maintaining, and processing data Requires knowledge of records management
principles and procedures Involves communicating with others inside
and outside the organization
Topic 2-1 Office Competencies Needed for Employment
Slide 9
Managing and Communicating
Handling work time and tasks efficiently Creating schedules and meeting deadlines Communicating with coworkers and
customers Creating reports and
presenting information
Topic 2-1 Office Competencies Needed for Employment
Slide 10
Company Goals
Relate to making profits and other achievements
Affect all workers
Topic 2-2 Developing Office Competencies
Goals may be posted on a company’s Web site
Goals may be posted on a company’s Web site
Slide 11
Issues Affecting Success
Total quality management Continuous improvement Customer satisfaction Ethical standards Responsible teamwork Global marketplace Diversity
Topic 2-2 Developing Office Competencies
Slide 12
Total Quality Management
Establishing and maintaining high standards in how work is done
Involves all company personnel
Topic 2-2 Developing Office Competencies
Slide 13
Continuous Improvement
Being alert to ways of working more productively
Involves all company personnel Overlaps the principles of TQM
Topic 2-2 Developing Office Competencies
Slide 14
Customer Satisfaction
A key focus in many organizations Essential for long-term success Often measured
with customer surveys
Topic 2-2 Developing Office Competencies
Slide 15
Ethical Standards
Require honesty and fairness in business dealings
Often stated in a code of ethics or conduct
Topic 2-2 Developing Office Competencies
A portion of a company’s code of conduct
A portion of a company’s code of conduct
Slide 16
Responsible Teamwork
Involves combining the efforts of two or more people to achieve a goal
Communication is especially important for remote teams
Topic 2-2 Developing Office Competencies
Slide 17
Global Marketplace
More U.S. companies are selling goods and services abroad
Many companies are expanding through e-commerce
Topic 2-2 Developing Office Competencies
E-commerce: business conducted electronically, often via the World Wide Web
Key Term
Slide 18
Diversity
Reflected in a workforce with people from a wide range of ethnic and cultural backgrounds
Topic 2-2 Developing Office Competencies
Employees with diverse backgrounds help a company achieve its goals
Employees with diverse backgrounds help a company achieve its goals
Slide 19
Employer Expectations
Employers expect certain basic qualities in all employees Reliability Productivity Cooperativeness Independence in learning
Topic 2-2 Developing Office Competencies
Slide 20
Composing and formatting letters and reports Creating spreadsheets and charts Creating and maintaining databases Creating and giving presentations Keeping workstation organized Keyboarding and proofreading accurately Learning software programs
Topic 2-2 Developing Office Competencies
Competencies for the Office
Slide 21Topic 2-2 Developing Office Competencies
Set goals for developing new competencies
Set goals for developing new competencies
Competencies for the Office
Listening and following instructions Maintaining records and files Meeting deadlines Prioritizing tasks Speaking appropriately by telephone Using references such as the Internet,
databases, and reference books Working in teams effectively
Slide 22
Focus On …
Teamwork Set clear goals for the team Identify responsibilities for each member Determine how success will be measured Identify obstacles Communicate with all team members Build on the strength of individuals Recognize accomplishments of the team
Topic 2-2 Developing Office Competencies
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