የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Advanced Office
Operations
Management
for ERA
September, 2012 E.C
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Self Introduction
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
4
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Issues covered by Daily
Raporters
•Topic covered
•lessons learned
•Respecting norms
•Strength and weakness of facilitators
and facility services
•Problem encountered
•Any emerging issues(news and….)
etc…
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Expectation Exercise
From
The Course
From
The Facilitator
From
Others
From
Me
6
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Introduction
In modern times, offices are developed on
scientific principles and their management
& administration is in the hands of
qualified and trained personnel.
Office Assistant
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
– is a person who possesses a mastery of office
skills, demonstrates the ability to assume
responsibility without direct supervision,
– exercises initiative and judgment, and
– makes decisions within the scope of assigned
authority.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Other names of office administrators
• The girl (boy)-in-between: because he/she
serves as a bridge between the organization
and the service seeking people.
• The troubleshooter: because he/she
immediately solves a problem that troubles the
manager.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Other names cont’’d
• The organization’s memory shark: because
he/she memorizes a lot of details.
• The good will ambassador: as s/he
represents the organization in a diplomatic
way.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Office Operations Management
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
•
Office management is the administrative
–
handling
–
controlling and
–
maintaining a balance process of work inside the
office of an organization whether big or small
organization, which is necessary to achieve the
best service it can provide to the people who will
receive a great benefit.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Duties and responsibilities of office
administrator
• The role varies according to
– the type of employer
– the size of the organization and
– the management structure,
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
The function of a modern office can be grouped
in two categories:
1) Basic or routine functions
 To receive or collect information
 To prepare a record of such information
 To process & arrange such information
 To supply ready made information to the
authorities when asked for.
2) Administrative & management functions
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Planning,
organizing,
communicating,
coordinating & controlling of office activities
Dev’t of office systems & procedures
Selection
&
purchase
appliances/materials/
Controlling the office costs
Maintenance of records
Safeguarding the assets
of
office
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Group Discussion
What do you think of the knowledge &
skills required for office assistants?
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Required Knowledge and skills
 Good
knowledge
of
spelling,
punctuation, and vocabulary, grammar...
of a language used.
 Ability to arrange and place records,
reports, files, and other documents into a
defined sequence.
 Ability to use a variety of standard office
equipment.
 Ability to follow oral and written
instructions.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Required (cont.)
 Ability to communicate effectively in
person, by telephone and through
writing.
 Ability to perform simple arithmetic
calculations.
 Knowledge of organizational policies
and procedures
 Good typing skills, Listening skill
 Problem solving/decision making skills
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Qualities
Qualities are any of the features that make
something what it is:
 Characteristics
 Elements
 Attributes
Example of good qualities : Integrity,
Assertiveness, flexibility, Accuracy, Ability
to cope with pressure, Loyalty, Willingness
to assume responsibility, Sympathy and
Team player
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Personal attributes/qualities of office
assistants
1) developing professional image (personal
appearance)
•
Your appearance communicates who you are
and what your organization is looks like.
•
So that, it is important for you to present an
attractive,
pleasing
appearance
professional.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
and
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Professional image cont’’d…
• Maintain professional relationship
• Maintain a professional office atmosphere
• Abide by organization rules
• Keep the office atmosphere calm and neat
• Self respect
• Mutual respect
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Personal qualities cont’’d
2) Your relationship with others
o Cooperativeness
o Social attitude
o Showing polite behavior
o Common sense
o Trustfulness
o Having dedication to work
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Personal qualities cont’’d
3) Efficiency on the job
Mentally alert and attentive
Initiative
Punctuality
Dependability
Production ability
Cost conscious
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Personal qualities cont’’d
4) Understanding and working with others
 Develop a feeling of empathy
 Look for a common interest
 Respect the privacy of others
 Accept individual differences
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Telephone Conversation
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
1. How to answer the phone
The basic rules are :
– Pick up the phone within
three rings
– Greet the caller
– Give your name
– Ask the caller if you
can help (what can I do for
you).
24
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
2. How to put the customer on hold
25
 Ask customers if you may put them
on hold
 Wait for a response
 Tell customers why they are
being put on hold
 Give a time frame
 Thank customers for holding
after returning to the line.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
3. How to transfer a call
26
 Explain why the caller is being
transferred and to whom
 Ask the customer if she/he minds
being transferred
 Make sure someone is there to pick
up the call before you hang up
 Tell the person to whom you are
transferring the call, the
caller's name and the
nature of the call.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
4. How to take a message
 Explain
your
absence politely.
27
co-worker's
 Give an estimate time of your coworker's return.
 Offer to help the person yourself,
take a message, or transfer message
to another party.
 Write down all important
information and
attach any pertinent
files.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
5. Ending the Call
28
 Repeat any action steps you are going to take
to ensure that both you and the customer
agree on what is going to be done.
 Ask the caller if you can do anything else for
him or her
 Thank the customer for calling.
 Let the caller hang up first so that he/she
doesn't accidentally get cut off in the middle
of a sentence.
 Write down any important information as
soon as you get off the phone.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Methods to handle complaint calls
 Don’t overreact, especially if the caller starts using
"trigger" words or phrases, such as: "I want to talk to
someone who knows something." Most people
respond by getting defensive when their "hot-button
words" are pressed. Remember, a positive attitude is
the most important asset you have.
 Listen completely to the complaint. Allow the caller
the opportunity to vent some frustration. Avoid
argument/criticism.
 Do not blame anyone -- the caller, yourself, or
someone on your staff -- even if you know who is to
blame for a problem. This information should not be
shared with the caller.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Methods to handle complaint calls
 Paraphrase the caller's comments, and ask
questions if you do not understand the
information being presented to you. Restate
the problem as you understand it.
 Offer solutions and, if appropriate, offer
alternatives. Providing alternatives empowers
callers. Make them part of the solution.
 Confirm the solution with the caller. Make
sure the caller agrees with what has been
decided.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Arranging Meetings
The moment a manager asks him/her
to
schedule a meeting:
Know and notify those who will attend the
meeting
Prepare agenda
Arrange for the meeting
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Scheduling a meeting cont’’d
Provide the manager with all the materials
he/she needs for the meeting.
Provide necessary documents prior to the
meeting to the participants if any
 be sure your manager has all the papers
necessary for the meeting.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Scheduling a meeting cont’’d
As soon as you make sure a specific
meeting has been called, make a folder
into which you can place all important
papers.
Write minutes and keep a record of the
proceedings
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Minute Writing
• Minutes
are notes taken during the
meeting.
• Are meant to inform others who didn’t
attend
the
meeting
&
used
as
a
reference at later dates.
• After a meeting has concluded, the
minutes are often put into a report format
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Instructions to Write Minutes
• Type the title of the meeting at the
top of the page.
e.g: “ New Employee Induction
Training”
• Include the date of the meeting and
the name of the person facilitating
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
• Write the name of the person who is
responsible for putting the meeting
minutes into the report format.
• Make a list of participants who
attended and who aren’t
• Add the main points discussed in the
meeting as headers in the meeting
minutes formats.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
• Write the main points discussed
under each heading.
• Edit the minute report to avoid
spelling
errors,
punctuation,
to
correct the missing and repeated
ideas.
• Ensure that you don’t write down
every word uttered in the meeting,
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
• Don't make the mistake of recording every
single comment, but concentrate on getting
the general idea of the discussion and taking
enough notes to summarize it later.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
• Use whatever device is comfortable for you, a
notepad, a laptop computer, a tape recorder…
• Be prepared! Study the issues to be discussed
and ask a lot of questions ahead of time.
• Don't wait too long to type up the minutes,
and be sure to have them approved by the
chair or facilitator before distributing them to
the attendees.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Checklist While Writing Minutes
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
Where the meeting is held?
Who chair the meeting?
When was the meeting? /the date?
Who attended?/participants/
Who did not attend? And why?
What topics were discussed? /the agenda/
What was decided?
What actions were agreed upon?
Who is to complete the actions, by when?
Were materials distributed at the meeting?
Time of start and finish
Is a follow-up meeting scheduled? If so,
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Managing Work Relationship

Conflict Management
o Types of conflicts
1) Dysfunctional conflicts: conflicts that
prevent a group from achieving its goals.
2) Functional conflicts: conflicts that support
group’s goals & improves its performance.
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Common Causes of Conflict
• Individual differences
• Professional differences
• Unclear goals
• Differently interpreting the information
• Scarcity of resources
• Misperception
Ethiopian Management Institute
ሥራ አመራር
ኢንስቲትዩት
ኢንስቲትዩት
አመራር
የኢትዮጵያ ሥራየኢትዮጵያ
Solving conflicts
 Assume that conflicts are inevitable & can be
resolved
 Don’t take it personally
 Solving the problems early
•በሳይኮሎጂ ባለሙያዎች የሚመከሩ የግጭት መፍቻ ስልቶች
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
• ስናዳምጥ ‹ጥቃትን› አናዳምጥ
• ደመ ነፍሳዊ ግፊት አደብ እንዲገዛ ማድረግ
• የሰዎችን በጎ ጎን ማነጋገር
• ለሰዎች ስሜት ቦታ እንስጥ
• በመስማት እና መስማማት መካከል ያለውን ልዩነት መገንዘብ
• ስናዳምጥ አስሬ ጣልቃ እየገባን አስተያየት አንስጥ
• ግምታችንን ገልጸን ግምታችን ስህተት ከሆነ ለመታረም ፈቃደኛ መሆን
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
የግጭት መፍቻ መንገዶች የቀጠለ…
•
‹ገንቢ ውይይት ማድረግ ይቻላል› የሚል እምነት ይኑረን
• ግጭቱ እንዲባባስ እያደረግን ከሆነ ከድርጊታችን እንቆጠብ
• ጥፋቱ የማን እንደሆነ ሳይሆን መንስኤው ምን እንደሆነ ለማወቅ
መሞከር
• ስምምነትን ግልጽ ማድረግ
• ግጭት ወደፊትም ሊፈጠር እንደሚችል ማሰብ እና አስፈላጊውን
ዝግጅት ማድረግ
Managing your manager
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
 Consciously working with your superior to
obtain the best possible results.
 Knowing your manager’s likes, dislikes
 Developing a habit of open discussion on
problems or issues learn
 Developing trust through proper
documentation
የኢትዮጵያ ሥራ አመራር ኢንስቲትዩት
Ethiopian Management Institute
Cont’d…
 Avoiding spelling or grammar mistakes
 Keeping deadlines
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Ethiopian Management Institute
Changing negative personal
traits
• Some examples of negative personal
traits:
aggressiveness, laziness, inconsiderate,
impatience, dishonest , etc.
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Ethiopian Management Institute
How to change
negative personal
traits?
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Ethiopian Management Institute
recognize &
acknowledge
your negative
traits
make
decision to
take action
to stop it
willingness
to change
/eliminate/
these
traits
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Ethiopian Management Institute
THANK YOU
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Ethiopian Management Institute