Administrative Office Management,9780538722209

Administrative Office Management

by ;
Edition: 12th
ISBN13: 9780538722209
ISBN10: 0538722207
Format: Hardcover
Pub. Date: 1999-10-28
Publisher(s): South-Western Educational Pub
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Summary

Administrative Office Management continues to reflect current management thinking with regard to managing office and business information systems and supervising staff. It covers management principles and concepts including organizational trends, technology, and global business ethics. This edition includes more technology-based end-of-chapter activities and focuses on key topics.

Table of Contents

part 1 Identifying Basic Concepts and Trends 1(106)
Traditional Office Management Practices
2(23)
Traditional Management
4(1)
Schools of Management Thought
4(2)
The Classical School
5(1)
The Behavioral School
5(1)
The Management Science School
5(1)
The Quality Management School
5(1)
The Systems School
5(1)
Levels and Skills of Management
6(1)
Conceptual Skill
6(1)
Human Skill
6(1)
Technical Skill
7(1)
Functions of Management
7(9)
Planning Function
8(4)
Organizing Function
12(2)
Leading Function
14(1)
Controlling Function
15(1)
Basic Principles of Management
16(3)
The Changing Traditional Office
19(2)
Message for AOMs
21(4)
The Impact of Emerging Elements of Management
25(20)
Emerging Elements of Management
25(12)
Managers and Changes in the Workplace
27(4)
Managers in Changed Organizations
31(4)
High-Performing Organizations
35(2)
The Role of the Administrative Office Manager
37(3)
Organizational Framework for Administrative Support Occupations
37(1)
Companies Transforming into Learning Organizations
38(1)
Responsibilities of the AOM
39(1)
Activities Performed by the AOM
40(1)
Job Outlook
40(1)
Message for AOMs
41(4)
Resource Areas Influenced by Administrative Office Managers
45(22)
Resource Management Areas
45(15)
Administrative Office Budgets
47(5)
Manpower Utilization and Organizational Communication
52(1)
Facilities, Equipment, and Supplies Acquisitions
53(6)
Office Area Design and Document Workflow
59(1)
New Approaches to Managing
60(3)
Quality and Continuous Improvement
60(1)
Worker-Empowered Organizations
61(1)
Recognize Change as Positive and Real
62(1)
Message for AOMs
63(4)
Forces that Influence Emerging Management Practices
67(24)
Internal Forces
69(5)
Advanced Information Technology
69(1)
Workplace Literacy
70(1)
Self-Managed Teams
71(1)
Knowledge Workers
72(1)
Just-in-Time Employment
73(1)
External Forces
74(12)
Quality Defined by Customers
74(4)
Cultural Diversity
78(1)
Americans with Disabilities Act
79(2)
Managing Globally Aware Office Professionals
81(3)
External Employment Relationships
84(2)
Message for AOMs
86(5)
Restructured Office Systems and Workplace Training Needs
91(16)
Networked Systems in the Office
91(2)
Systems
93(1)
Networks
93(1)
Office and Work Restructuring
93(4)
The Virtual Organization and Virtual Workers
93(3)
Mobile Office Workers
96(1)
Technology and Workplace Training Needs
97(1)
Retraining the Existing Workforce
98(3)
Systematic Worker Education
99(1)
Training Keeps Good Workers
99(1)
Corporate Training Programs
100(1)
New Training Topics
101(1)
Message for AOMs
101(6)
part 2 Practicing Leadership and Communication Skills 107(70)
Leadership, Motivation, and Problem Solving in Organizations
108(23)
Effective Leadership
108(6)
The Nature of Leadership
108(3)
Leadership Habits, Attitudes, and Styles
111(2)
Women as Leaders
113(1)
Staff Motivation
114(7)
Motivating Factors and Recognition
114(2)
Motivation and Maslow's Need Theory
116(1)
Motivating Generation X Workers
117(1)
Motivating Older Workers
118(1)
Motivational Problems and Behaviors
119(1)
Job Satisfaction
120(1)
Power, Office Politics, and Motivation
121(3)
Power and Motivation
121(1)
Office Politics and Motivation
122(2)
Decision Making and Problem Solving
124(2)
The Decision-Making Responsibility
124(1)
Problem-Solving Steps
125(1)
Message for AOMs
126(5)
The Communication Process and Office Communication Networks
131(22)
The Communication Process
131(5)
Nonverbal Communication
133(1)
Communication Feedback and Filters
134(2)
Office Communication Networks
136(8)
Upward, Downward, and Lateral Communication Networks
136(1)
Formal and Informal Communication Channels
137(1)
Long-Distance Communication Networks
138(3)
Meetings and Presentation Skills
141(3)
Business Correspondence, Reports, and Forms
144(1)
Intercultural Communication
144(4)
Message for AOMs
148(5)
Groups, Teamwork, and Conflict Issues
153(24)
The Nature of Groups and Team-Building Considerations
153(6)
Types and Characteristics of Groups
155(1)
Groupthink and Hidden Agenda Issues
156(1)
Teamwork and Team-Building Elements
157(2)
Conflict Resolutions
159(7)
Understanding and Resolving Conflicts
160(1)
Conflict Resolution Process
161(1)
Managing and Negotiating Effective Solutions
162(4)
Conflict Issues in Action
166(5)
Job Stress
166(3)
Time Management
169(2)
Message for AOMs
171(6)
part 3 Managing Human Resources in the Office 177(72)
Staffing Practices: Trends, Laws, and Job Analysis
178(23)
U.S. Workforce Trends
180(1)
Laws Affecting Human Resource Management
180(7)
Equal Pay Act of 1963
181(1)
Civil Rights Act of 1964
181(3)
Americans with Disabilities Act of 1990
184(2)
Family and Medical Leave Act of 1993
186(1)
Job Analysis and Design
187(9)
The Job Analysis Process
188(2)
Alternative Work Styles
190(4)
Temporary Employees
194(2)
Message for AOMs
196(5)
On-the-Job Employee Practices
201(26)
Employee Recruitment
203(1)
Internal Sources
203(1)
External Sources
203(1)
Employee Selection
204(7)
Employee Orientation
211(4)
Role of the Human Resources Department
212(1)
Role of the Administrative Office Manager
213(1)
``Buddy'' System
214(1)
Retention---Keeping Workers Happy
214(1)
Employee Training
215(3)
The Systems Approach to Training
215(1)
Methods of Training
215(2)
Coaching Techniques
217(1)
Counseling and Disciplining Employees
218(1)
Counseling Employees
218(1)
Handling Discipline Problems
218(1)
Performance Appraisals
219(4)
Objectives of an Appraisal
220(1)
Conducting an Appraisal
221(1)
Outcomes of Appraisals
222(1)
Message for AOMs
223(4)
Work Ethics and Business Etiquette Issues
227(22)
Corporate Values and Business Ethics
227(7)
Ethics and Ethical Issues Defined
229(1)
The Ethical Employee
230(1)
Loyalty in the Workplace
231(1)
Ethics in the Workplace
232(2)
Business Etiquette and Behavior---Stateside and Abroad
234(15)
Elements of Business Etiquette
234(2)
Shifting Standards
236(1)
Business Manners, Attire, and Image Skills
236(3)
Generation Xers and Business Etiquette
239(2)
International Politeness
241(8)
part 4 Managing the Office Environment and Systems 249(74)
Computer Systems and Related Equipment
250(21)
Managing Information Systems and Computers
250(3)
Information Technology
252(1)
Management Information Systems (MIS)
252(1)
The Computer and MIS
252(1)
Computer Systems
253(1)
Microcomputers
253(1)
Server Computers
253(1)
Minicomputers
254(1)
Mainframe Computers
254(1)
Supercomputers
254(1)
Components of a Computer System
254(9)
Hardware, Memory, and Storage
254(4)
Peripherals and Accessories
258(2)
Software
260(3)
Other Automated Office Equipment
263(3)
Facsimiles
264(1)
Shredders
265(1)
Multifunction Devices
265(1)
Typewriters and Dictation Machines
266(1)
Message for AOMs
266(5)
Telecommunications and Office Network Systems
271(16)
Telecommunications Systems
271(2)
Networks in the Office
273(7)
Connectivity and Geographic Coverage
273(2)
Local-Area Networks
275(3)
Computer Networks
278(1)
Groupware
278(1)
Electronic Mail
279(1)
Managing Networks and Integrated Technology
280(2)
LAN Managerial Activities
281(1)
Integration Issues
281(1)
Message for AOMs
282(5)
Internet Services, Distant Office Systems, and Other Computer Issues
287(16)
On-Line Information and Database Services
287(6)
Internet
287(4)
Intranet
291(1)
On-Line Services
292(1)
Employee Meetings at a Distance
293(2)
Videoconferencing
293(1)
Collaborative Screen Sharing
293(1)
Executive Suites for Business Travelers
294(1)
The Mobile Office Equipment System
294(1)
Other Computer Issues
295(4)
Computers and Energy Use
295(1)
Qualifications for Computer Users
296(1)
Ethical Use of Computers
296(2)
Security of Data on Networks
298(1)
Message for AOMs
299(4)
Trends and Challenges in Administrative Office Management
303(20)
Trends in Administrative Office Management
303(4)
Corporate Culture and Trends in the Workplace
305(1)
Growth in the Information Sector
306(1)
Role of the Office Worker
306(1)
Managing the ``InfoTech'' Worker
307(3)
Managing Alternative Work Arrangements
307(1)
Managing Outsourcing Services
308(1)
Computer Monitoring
308(1)
Internet Usage Monitoring
309(1)
Employee Monitoring
309(1)
Staying Challenged as an AOM
310(6)
Career Development Issues
310(3)
Professional Growth Opportunities
313(3)
Message for AOMs
316(7)
part 5 Managing Office Environment Issues 323(92)
Other Essential Communication Skills
324(15)
Reading, Writing, and Speaking Skills in Business
324(5)
Effective Reading Techniques
326(1)
Effective Writing Techniques
326(2)
Effective Speaking Techniques
328(1)
Listening and Helping Skills in Business
329(3)
Effective Listening Skills
330(1)
Active Listening
330(1)
Effective Helping Skills
330(2)
Communicating Effectively on the Telephone
332(1)
Designing and Writing Office Procedures
333(2)
Message for AOMs
335(4)
Employee Recognition and Compensation
339(18)
Promotions and Terminations
341(1)
Promotions
341(1)
Terminations
341(1)
Employee Compensation and Benefits
342(7)
Compensation Legislation
342(1)
Wage and Salary Administration
343(2)
Total Compensation Package
345(4)
Labor Unions
349(3)
Union Membership and Influence
350(1)
Union Versus Employer Power
351(1)
Organizational Policies and Procedures
352(1)
Message for AOMs
353(4)
Health-Related and Other Workplace Issues
357(14)
Health-Related Work Issues
357(4)
Problems of Substance Abuse
357(2)
Workaholics Versus Hard Workers
359(1)
AIDS Concerns
360(1)
Other Workplace Issues
361(6)
Nepotism
361(1)
Office Parties
362(1)
Office Liaisons
363(2)
Office Manuals and Other Time Savers
365(2)
Message for AOMs
367(4)
Office Design, Space, Health and Safety Issues
371(24)
Office Design and Workflow
371(10)
Office Design and Layout
371(3)
Use of Office Space
374(2)
Manual and Automated Workflow
376(3)
Office Design Trends
379(2)
Office Ergonomics and Health Concerns
381(4)
Office Ergonomics
381(2)
Health Factors Related to Office Work
383(2)
Preventing Computer Injuries
385(1)
Office Hazards
385(2)
Handling Crisis Situations
385(1)
Accidents in the Office
386(1)
Office Safety
387(2)
Office Theft
388(1)
Workplace Violence
388(1)
Office Rapes
389(1)
Office Recycling
389(2)
Recycle
389(1)
Reuse
390(1)
Reduce
390(1)
Message for AOMs
391(4)
Other Office Systems: Records, Copying, Telephone, Mail, and Accounting
395(20)
Records and Microimage Systems
395(5)
Records Management Guidelines
397(1)
Microimage Technology and Trends
398(2)
Reprographic (Copier) Systems
400(2)
Centralized Copying
400(1)
Decentralized Copying
401(1)
Copier Controls
401(1)
Reprographic Technology and Trends
402(1)
Telephone Systems
402(5)
Telephone Services and Features
403(1)
Conference Calling
403(2)
Voice Mail
405(2)
Mailing Systems
407(2)
Mail Services
407(1)
Advanced Mail Equipment
407(1)
Mail Procedures
408(1)
Accounting Systems
409(2)
Accounting Cycle
409(1)
Financial Statements
409(2)
Message for AOMs
411(4)
Glossary 415(10)
Index 425

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