Chapter 1
Understanding the Changing and
Challenging Office
Understanding the Changing and
Challenging Office
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Your Company
You and Your Manager
Your Role
Your Workspace
International Employment
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Your Company
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Know your company
Mission statement
Ethics in business
Current office trends
Organizational structure
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Your Company
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(continued)
Organizational structure
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Classifications of authority
Line organization
Line-and-staff organization
Participatory management
Organization chart
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Your Role
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Job titles
Office functions
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Routine
Technical
Analytical
Interpersonal
Managerial
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Your Role
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(continued)
Telecommuting
Job prospects for the future
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Burton and Shelton
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Your Workspace
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Ergonomics and the environmental office
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Computer workstation
Desktop supplies and equipment
Décor
Furniture
Environmental office
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Burton and Shelton
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International Employment
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NAFTA
Job titles
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© 2011 Pearson Higher Education,
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Chapter 1 - SOLUTIONS TO “FOR
YOUR DISCUSSION”
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1. Discuss how the role of the office
professional relates to the company’s
mission statement.
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© 2011 Pearson Higher Education,
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By affirming the company’s primary goals,
this statement assures the company the
office professional is working toward the
same objectives.
Answer
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Burton and Shelton
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2. Describe how the office professional
applies ethics on the job.
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The code of ethics is a set of rules
governing the behavior of the office
professional that calls for high standards of
honesty, objectivity, diligence, and loyalty.
This code gives the employee direction
concerning expectations of the company
regarding his or her behavior on the job.
Answer
Office Procedures for the 21st Century, 8e
Burton and Shelton
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3. Explain the difference between line
authority and staff authority and compare
the advantages and disadvantages of each.
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Burton and Shelton
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Line managers have direct responsibility;
staff managers work in an advisory,
functional, or service capacity. Staff
managers usually advise line managers and
make recommendations. Line managers
have the final say in accepting or rejecting
the recommendations of staff managers.
Answer
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Advantages of Line Organization:
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Ease of understanding
Employees have direct accountability to their
superiors
Clear-cut place for each worker
Answer
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Disadvantages of Line Organization:
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Each supervisor has large areas of
responsibility
Is more structured, thus, less flexible
Flow of communication and information often
restricted
Limited use of employees where needed
Answer
Office Procedures for the 21st Century, 8e
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© 2011 Pearson Higher Education,
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Advantages of Line-and-Staff Organization
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Line personnel has freedom from performing
specialized tasks
Has flexibility within staff to pursue unique
projects
Availability of expertise to line personnel
Answer
Office Procedures for the 21st Century, 8e
Burton and Shelton
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Disadvantages of Line-and-Staff
Organization
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Line employees do not have a clear
understanding of the staff member’s duties
Problems arise if staff members with line duties
contradict line manager
Answer
Office Procedures for the 21st Century, 8e
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© 2011 Pearson Higher Education,
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4. What is meant by participatory
management and how does it affect the
organizational structure?
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In isolated situations, project teams are
formed; bringing together employees with
the talents needed to work on a specific
project. The team members are encouraged
to communicate with different levels of
management and give input about their own
areas of responsibility and solutions.
Answer
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They affect the organizational structure
when they work in the teams, and there is
no line of authority. Each member is equal,
even though there might be a manager,
office professional, accountant, or custodial
employee on the team.
Answer
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5. What is the purpose of an organization
chart?
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An organization chart is a graphic
illustration of the formal structure of an
organization. It shows lines of authority,
existing divisions of work, and the
relationship of the work groups to each
other.
Answer
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What is meant by chain of command in
relation to classification of authority?
Answer
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The line of authority that has been
established in an organization is called its
chain of command. Each employee must
follow this chain of command; in other
words, no one in the chain can be bypassed.
Answer
Office Procedures for the 21st Century, 8e
Burton and Shelton
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7. List five ways you can build a good
relationship with your manager.
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Each time you are assigned to a new manager,
learn his or her priorities, preferences, and
work habits.
Answer
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Burton and Shelton
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Adjust your schedule to that of your
manager.
Answer
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Burton and Shelton
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Admire and respect your manager, and do
what you can to build his or her morale.
Answer
Office Procedures for the 21st Century, 8e
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© 2011 Pearson Higher Education,
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Refrain from expressing your manager’s
opinions.
Answer
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Burton and Shelton
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Refrain from giving your personal
interpretation of a company policy. That is
your manager’s job.
Answer
Office Procedures for the 21st Century, 8e
Burton and Shelton
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© 2011 Pearson Higher Education,
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Be careful not to give away secrets
inadvertently to your friends and
coworkers, your manager’s counterparts, or
competitors.
Answer
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Be loyal.
Answer
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Burton and Shelton
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© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
8. Describe the five basic office support
functions. Include in your discussion
examples of each function.
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Burton and Shelton
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© 2011 Pearson Higher Education,
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Routine functions: require minimal
original thinking; include essential skills,
such as filing, photocopying, coordinating
direct mailings, and keeping logs.
Answer
Office Procedures for the 21st Century, 8e
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© 2011 Pearson Higher Education,
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Technical functions: require judgment and
advanced office skills, such as a high level
of keyboarding and demonstrating
proficiency with various software
applications.
Answer
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Analytical functions: require critical and
creative thinking and decision-making
skills, creating and analyzing reports,
planning meetings and special events,
working closely with vendors and
suppliers, and making decisions regarding
equipment purchases.
Answer
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© 2011 Pearson Higher Education,
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Interpersonal functions: require judgment,
analytical (decision-making), and people
skills, such as coordinating a team project,
or quickly establishing rapport with team
members and identifying and responding
to preferred work styles and personality
traits.
Answer
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Managerial functions: require planning
(analytical), organizing (analytical),
measuring (analytical), using
Internet/intranet and communications for
research, interviewing, orienting
supervising and motivating other staff
(interpersonal communications); examples
include budgeting, staffing, personnel
evaluations, and taking action to solve
problems.
Answer
Office Procedures for the 21st Century, 8e
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© 2011 Pearson Higher Education,
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9. Discuss the advantages and
disadvantages of telecommuting and having
a virtual office.
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Advantages:
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Entrepreneur avoids paying insurance for the
employee.
Entrepreneur avoids paying payroll tax on the
employee each payroll period.
Entrepreneur avoids having to meet OSHA
safety and health rules.
Employee is available beyond the nine-to-five
schedule.
Employee is hired only when needed.
Employer does not have to provide workspace
Answer
for employee.
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Disadvantages:
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Contact is limited by equipment.
Employee may not be available when needed.
Employee may be able to work only when
needed.
Employee may have to pay money to get office
set up.
Employee must pay self-employment tax on
him-self or herself.
Answer
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Burton and Shelton
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© 2011 Pearson Higher Education,
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10. Describe the ideal ergonomically correct
office. Include office layout, décor,
furniture, and computer equipment.
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a. Computer chair back support and height
should be adjustable with a five-pedestal stand.
b. Computer should have a screen glare guard
to avoid screen glare.
Answer
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© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
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c. A wrist pad should be attached to the mouse
pad to rest hands when not keyboarding.
d. A wrist pad should be placed in front of the
keyboard to rest hands when not keyboarding.
e. Wall colors should be cool tones to aid
concentration.
f. Office furniture should be modular so it is
easy to move and change.
Answer
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© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
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g. The computer screen should be placed so
the worker is looking slightly down.
h. The computer table height should be
adjustable.
i. A foot rest should be provided.
j. The keyboard should slope from 5° to 25°.
Answer
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