lOMoARcPSD|4628855
Administrative Office Management BSBA - Module 1
Education (Bicol University)
StuDocu er ikke støttet eller anerkendt af nogen studiesteder eller universiteter
Downloadet af siti amaliya (ctamaliya@gmail.com)
lOMoARcPSD|4628855
MODULE 1
KNOWLEDGE, SKILLS AND FUNCTIONS OF THE ADMINISTRATIVE OFFICE STAFF AND
MANAGER
Introduction
The new trend in today's businesses is to increase productivity while decreasing costs, so many companies are
reducing their staff. One worker now does the work of many as middle management is shrinking. With the continuous
change in technology, employees are required to gain new skills to keep abreast of the changes. Today's workers need
communication skills: such as oral, written, and technological
Today, business and industry leaders are looking for specific skills in entry-level employees. Thus, the schools
need input from the workplace to develop articulation agreements with business and industry and to establish curricula
designed to create a skilled workforce.
According to the survey conducted, there are three main skills needed in business and these are: teamwork,
flexibility, and communication.
1. TEAMWORK. Why is Teamwork Important in the Workplace?
Fostering teamwork is creating a work culture which values collaboration. In a teamwork environment, people
understand and believe that thinking, planning, deciding, and action are better when done cooperatively. People
recognize, and even assimilate, the belief that none of us is as good as all of us."
It's hard to find workplaces that exemplify teamwork. Organizations are working on valuing diverse people, ideas,
backgrounds,
and
experiences.
We
have
miles
to
go
before
valuing
teams and teamwork will be the norm.
According to S.C.Gault on the Law of Countability, "teammates must be able to count on each other when it
counts". "We don't work for each other; we work with each other.”
You watched Pinoy Big Brother (I hope so). They always had two groups and they competed. Each member of the
group had to count on with each other to hold on to their goal of winning. If one member will not hold on to the goal of
winning, surely the group would lose the game. To make teamwork happens, these powerful actions must occur.
In a team Trust is important. If you cannot trust someone, you will not count on him. You trust someone if you
know his character. "There is no substitute for character. You can buy brains, but you cannot buy character. - Robert Cook
Competence is necessary. If you have to go into surgery because of life-threatening illness, would you be happier
to have a good surgeon who is a bad person or a good person? Competence matters. And if the person is going to be on
the same team, you want both competence and character. (without competence one person can put the entire team to
jeopardy)
It is your duty to accomplish tasks assigned to you promptly & punctually, in fairness to others who might have to
rely on your accomplishment of such tasks for the conduct of their own job. Don't think about yourself alone. You are part
of a great game plan. And you will win with all the rest only if you do your part
Commitment. Teams succeed or fail based on teammates commitment to one another.
Teams succeed or fail based on the commitment of team members with each other. If a good team player "breaks
a leg" the others carry him to the top of the mountain. Many a time it is not about being the first one to be the mountain but
that the whole team makes it to the top of the mountain.
Never pass the buck. If something is to be done, it is your duty to do it. Not to fulfill them constitutes a betrayal of
trust. Do you do your job well? Even without supervision, or even when nobody is watching you?
Consistency. If you want your teammates to have confidence in you, they should know that they can count on
you day in and day out. Be a good example. (it keeps the flow of teamwork).
Consistency in a team is a key component. It keeps the flow of teamwork and reduces the need for other players
to add to their workload if everyone stays consistent. Your consistency builds great confidence in your teammates.
Cohesion. It is the ability to hold together no matter how difficult the circumstances get. Without cohesion people
aren't really a team because they are not pulling together. They are merely a group of individuals working for the same
organization. It is the glue which holds a team together. It is the journey to a worthwhile common goal that gives a team its
identity and provides a foundation on which a team stands on Maxwell describes it as a pride in the ability of your group to
function at a higher level than possible for the individual. The unit doesn't shine because you're a member, you shine
because you're good enough to be a member.
Downloadet af siti amaliya (ctamaliya@gmail.com)
lOMoARcPSD|4628855
2. FLEXIBILITY. What is the Advantage and the Disadvantage of Workplace Flexibility?
Managers should love flexibility because it reduces absenteeism, overtime, sick leave and tardiness and it
reduces stress significantly. In addition, it improves performance, quality, productivity, and job satisfaction; increases
commitment and job engagement, and curbs turnover
However, workplace flexibility often is seen a job accommodation or an exception to the rule. Managers may fear
of the following:

If I let one person have a flexible schedule, everyone will want one.
Managers whose entire staff works flexibly say it has made them better managers because it allows goals to be
set together, it allows all employees to know what they have to do and their deadlines, and it shows a sign of trust.
The proof of whether it works is in the results

Someone not working on a traditional schedule is not as productive.
Make sure the work is measurable and focus on the results.

You cannot have an effective team if employees are not working in the same place at the same time.
Just because an employee is at his or her workstation doesn't mean that person is being productive.

If I allow flexible work hours for one employee, it won't be fair to the others.
"Equality has a new definition, and that is "how can we make your lives more livable and still get the work done?"
The 21st century workforce is diverse employees have different needs at different times of their lives, and one
solution will not work for every employee. Flexibility can take many forms: flextime, job sharing, telecommuting part time
work options, compressed work weeks, daily or informal flexibility, phasing in or out of a job, and seasonal work.
Flexibility can be done by trying the following suggestions of Kathy Gurchiek, an associate editor of HR News
work done.








Seek out and listen to employees' ideas about how to get the
Consider how a business decision will affect an employee's life.
Take time to anticipate work/life issues that may present a conflict
Make an exception in a normal work practice so an employee can handle a personal issue.
Let staff know you are open to considering flexible work arrangements and will approve them as long as business
needs can be met.
Model behavior that says it's OK to have a life.
Trust that employees will get the job done and demonstrate that trust.
Offer information about the company's resources and encourage their use.
3. COMMUNICATION SKILLS Why Do you Think Manager Always Look for someone who has
Communication Skill?
A. Oral Communication
We can see that employees still need written communication skills. Yet interpersonal oral communication skills are
the ones most prized by employers in the new informal workplace atmosphere. Some employers test their employees in
their ability to:







Follow oral directions
Working with teams that need skills in empathy and feedback techniques, especially in fields such as customer
service, criminal justice, medical, and legal.
Critical thinking and the ability to function as part of a problem-solving group.
Remain cool under pressure, adaptable to new technology and to a fast pace.
Simple conversational skills are also important in the workplace, such as telephone etiquette as an important skill.
Ability to interview to get important information is also a necessary skill.
Deliver at least some formal presentations. Those willing to present proposals or recommend strategies are those
who are positioned for advancement.
B. Written Communication
Oral communication is replaced by:




voice mail
informal conversation
E-mail or fax-mail and
two writing tasks which are the writing reports and filling out forms.
For example, many companies these days are seeking certification in a variety of world class standard programs, like
ISO. These certifications require extensive documentation. Workers have to fill out reports that ask them to describe
exactly what they do and how they do it.
Downloadet af siti amaliya (ctamaliya@gmail.com)
lOMoARcPSD|4628855
The above skills are just a passing view of the skills needed in business. The bigger picture of Office Administrative
Management will be discussed in the succeeding chapters
What is Administrative Office Management (AOM)?


It is the way or even the dealing with the things in the office in an efficient way.
It practices different virtues and accomplishments of different chores and works in the office within a given time.
(Wiki.com)
How is Today's AOM Different from Yesterday?


Enterprise-wide systems allow an organization to integrate a diverse array of functions which can provide a
powerful tool for managerial decision-making and control.
Enterprise Resource Planning is company-wide computer software-base system used to manage and coordinate
resources, information and functions of a business from shared data store.
What is the Most Significant New Thrust in AOM?


Information Management (IM) - It entails organizing, retrieving, acquiring, and maintaining information closely
related to data management
Knowledge Management (KM) - Involves managing the organization's intellectual capital, human resources, and
strategic relationships. Comprises range of practices used in an organization to identify, create, represent,
distribute and adoption of insights and experiences. Components of KM are people, process, technology, and
structure.
Administrative Office Management Objectives.
1.
2.
3.
4.
5.
6.
7.
To ensure that relevant organizational activities are designed to minimize individual and unit productivity;
To provide effective management of the organization's information.
To maintain reasonable quantity and quality standards.
To develop effective work process and procedures.
To provide a satisfactory physical and mental working environment for the organization's employees.
To help the define duties and responsibilities of employees assigned within the AOM function area.
To develop satisfactory lines of communication among the employees within the AOM function area and between
these employees in other areas within the organization.
8. To help employees maintain a high level of work effectiveness.
9. To enhance the effectiveness of supervision of office personnel.
10. To ensure the efficient and proper use of specialized office equipment
Office Administrative Management
An office manager is an employee charged with the general administrative responsibilities of any given office of a
corporation
In small and medium sized companies, the task is often given to the corporation's financial officer. In large
companies there will often be several offices in several geographical areas, and each one will have an office manager
A Career in Administrative Office Management
What is the nature of the new career in the middle-level manager?
Administrative office management is generally considered to be within the middle-management level of the
organizational hierarchy. In some organizations, especially in larger ones, administrative office management typically is an
important component of the functional areas such as administrative services area.
Individuals who started in low-level office can now be a vice president in administrative service. Such
opportunities make a career in administrative office management challenging and rewarding.
Facility management is another attractive opportunity for those who have training and/or background on
administrative office management
Facility managers are concerned on the efficient utilization of workspace especially workforce expands or
contracts. increasing use of facility managers, administrative office manager expanded its opportunities.
Image 1: Hierarchical structure of administrative office
management.
Responsibilities of AOM
Responsibilities have several important job and has basic
management functions especially for the Administrative
Downloadet af siti amaliya (ctamaliya@gmail.com)
lOMoARcPSD|4628855
Office Manager. The Five functions of management are responsibilities of the AOM. Planning, Organizing Staffing
Directing and Controlling.





Planning function. This is all about planning and development Assessing the need for designing and
implementing totally new functions and services.
Organizing function. This is necessary to produce effective methods and techniques when implementing
changes to maximize organizational and individual productivity
Staffing function. This is about the growth and experiences of an employee.
Directing function. This is all about employees to assure that they comply with the policies and a procedure of
their performance meets the expectations of the employees.
Controlling function. This is about the quality and quantity of the work. This is where we take corrective actions
whenever necessary. This also motivates employees to be cost conscious
The position is also a combination of the following office management functions:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
Responsibility for the overall work performance of a company.
Management of office environment.
Gathering, adapting, storing, and distributing information within the company
Using information systems.
Providing specialized support to other departments and managers.
Providing document and telecommunication management.
Planning, organizing, providing leadership, and controlling all administrative functions.
Managing quality and cost control.
Rendering a service to other functions within the organization
Providing training and development for your own staff. out.
Managing the many fields of work which the employees carry
Ensuring that human and material resources are correctly utilized
Meeting with other members of management and planning for the future.
QUALIFICATIONS
Considering the diversity of functions, someone holding an administrative office manager position is expected to
have many talents. Some of the competencies which he or she is expected to possess are:









Thorough understanding of various business management fundamentals
Leadership
Educational requirements
Traits such as: integrity, intelligent, energy.
Able to write the formal reports on finances and planning.
Assertiveness
Flexibility
Accuracy
Ability to cope with pressure
THE ADMINISTRATIVE ASSISTANT
Functions Of The Administrative Assistant
The Administrative Assistant may be responsible for compiling or even composing some parts of a formal report.
The smaller the company, the more likely that an administrative assistant may be asked to do such tasks. An
administrative assistant is likely to serve as a greeter and introduce speakers at formal functions.
Some companies also like to "grow their own" managers by extending such responsibilities to entry-level
personnel, encouraging them to accept the challenge.
Manager's Duties and Responsibilities Differ from one Office to Another Office
Duties and responsibilities for managers differ according to the position within an organization. Below are some of
the duties and responsibilities of the managers and executives in the different companies a shared by some of the big
companies here in the Philippines.
The FREIGHT LINK FORWARDER Forwarding AC. Corte Mandaue City cites that Administration Officer
JULIE'S primarily
BAKESHOP
Bakeshop (11
Bakeries)
Sun
Valleyof Subdivision,
Cebu City
reported
that
handles
administrative
functions
such as
renewal
various government
licenses.
Prepares
Operation/Administrative
Manager
exercises
the
overall
operation
of
11
bakeries.
Coordinates
Product
monthly & quarterly reports on SSS, Philhealth, Pag-ibig and BIR. Performs other multi-task on the
Consultant
regarding
product of
quality.
Ensures
smooth
of the bakery
inProvides
coordination
with
operation
such
preparation
related
documents
on administration
the track
shipment
monthly
In addition,
theasKH
CEBU CORP.
Garment
Manufacturing
statedof that
their arrivals
Operation/Administrative
the Branch
supervisors,
performs
the overall
personnel
functions
such payroll
as
employee's
discipline,
report
to management
on sales
and
expenditures
and
generate
semi-monthly
employees.
Supervisor
facilitates
the
overall
operations
of human
resource
department
such
astorecruitment
and
recruitment, and other employee's services, initiates promotional activities that enhance higher sales,
industrial relations. It handles cases relative to labor in coordination with retained lawyer, oversees
finds
otherby
potential
for new
opening
employee's
As
shared
needs
the UNION
onlocation
dental
AGGREGATES
and
medical,
CORP.
ensures
Sandorder
and and
Gravel
safety
Production,
through Personnel/Administrative
frequent communication
with
Officer
However,
the
handles
The
headELEGANT
the
guard,
acquisition
GARMENT
conducts
of human
employee's
CORP. Garment
resources
orientations
described
such as recruitment
for
thatnewly
the Administrative
hired
and screening
employees,
Manager
of applicants.
studies
exercises
and
It
proposes
facilitates
the
overallpolicies
industrial
management
that
relations
willof promote
human
like employee's
resources
mutual benefit
motivation
development.
of the
andcompany
It discipline,
develops
and
the
coordinates
employees.
company's
with
While
manual
retained
their
in
Production
lawyer on cases
coordination
Supervisor
with
relative
the ensures
top
to labor,
management
the
oversees
completion
on
medical,
employees'
of the
dental
production
benefits,
needs of
schedule
discipline,
employees,
andand
handles
meets
other
the
timekeeping
limitations.
target sales
of
It
and
employees,
provides
output.
comprehensive
Itprepares
coordinates
R3 recruitment
quarterly
with the Production
collection
system, training
Manager
list andprogram
on
other
the SSS
improvement
andtransactions,
standards
of and
the
facilitates
department
proper maintenance
Community
systems
and
Relation
of
201
procedures,
file,
projects
monitors
works
and smooth
activities,
with the
administration
Personnel
prepares performance
Office
of company
in looking
evaluation
and
thestatutory
jobsheet
morale
benefits,
of to
employees,
the oversees
workers,
performs
ensures
employee's
other
the
quality
administrative
discipline
of production
system
functions
anditems
implementation
such
meets
as the
Royalty
standard
of the
negotiations
Code
specification,
of Conduct,
and initiates
procurement
coordinates
the technical
of medical,
company's
training
dental,
clearance
of the
canteen,
newly
to
Downloadet
af siti amaliya (ctamaliya@gmail.com)
various
maintenance,
government
security,
agencies.
housekeeping
and administrative
services.
hired employees.