CHAPTER 2 Flashcards
1
Q
What are office professionals also known as?
A
Business & administration professionals
2
Q
List some occupations that fall under office professionals.
A
- Accountants
- Finance analysts
- Policy administration professionals
- Career development and training professionals
- Business consultants
- Advertising or marketing professionals
- Technical and medical sales professionals
3
Q
How many years of higher education do office professionals typically complete?
A
Between three and six years
4
Q
What is a core responsibility of an office professional?
A
Store, retrieve, and integrate information for dissemination to staff and clients
5
Q
What type of problems do office professionals troubleshoot?
A
Problems with office technologies
6
Q
What is the first major group of office competencies?
A
Word Processing
7
Q
Define word processing.
A
Creating written documents such as letters or reports using software programs and computers
8
Q
What are essential skills in word processing?
A
- Keyboarding with speed and accuracy
- Knowledge and skill in using software programs
- Skill in formatting and proofreading documents
- A large vocabulary
- Proficiency with grammar, punctuation, and spelling
9
Q
What does data processing involve?
A
Collecting, organizing, analyzing, and summarizing data
10
Q
List skills important for data processing activities.
A
- Proficiency with spreadsheet and database software
- Knowledge of arithmetic processes and statistical methods
- Ability to interpret data
- Ability to prepare meaningful reports
11
Q
What does information management and transmission refer to?
A
Organizing, maintaining, and accessing data and sharing information within and outside the organization
12
Q
What are key skills for general managing and communicating?
A
- Establishing priorities
- Meeting deadlines
- Communicating effectively both orally and in writing
13
Q
What is a critical skill for office professionals in terms of time management?
A
Organizing time, records, and tasks to ensure smooth workflow
14
Q
What is critical thinking?
A
Purposeful thinking that involves systematic inquiry to understand issues from all sides before concluding
15
Q
True or False: Office professionals need to be competent in current technology.
A
True
16
Q
What does integrity mean in the workplace?
A
Adherence to a strict ethical code and truthfulness
17
Q
What is the definition of dependability?
A
Being trustworthy and consistently productive
18
Q
What is the importance of confidentiality in the workplace?
A
Ability to keep private information secret and understand the implications of leaking information
19
Q
Fill in the blank: A successful office professional should demonstrate _______ by taking projects and completing them successfully.
A
Initiative
20
Q
What are some qualities essential for success as an administrative professional?
A
- Openness to change
- Creativity
- Initiative and motivation
- Integrity and honesty
- Dependability
21
Q
What is the first step in the decision-making process?
A
Define the problem or the purpose
22
Q
What should you consider when setting personal goals?
A
- Your strengths and weaknesses
- Your motivation
- Your energy level
23
Q
What is the goal of developing office competencies?
A
To enhance skills and understandings valuable to an employer
24
Q
List four major groups of office competencies.
A
- Word Processing
- Data Processing
- Information Management and Transmission
- General Managing and Communicating
25
What are key competencies developed in education that can be valuable at work?
Reading, writing, arithmetic, speaking, and listening
## Footnote
Additional subjects include math, literature, history, social studies, physical sciences, and languages.
26
What factors contribute to creating and maintaining a professional image?
Appearance, attitude, work ethic, professional dress, business etiquette
27
What is the significance of a first impression in a professional setting?
It is immeasurable and can be remembered positively or negatively
28
List three characteristics of a positive professional image.
* Be on time or arrive early
* Dress professionally
* Maintain a positive attitude
29
How can a person control their attitude in a work environment?
By choosing how to respond to situations and people
30
Define work ethic.
A set of values based on hard work and diligence
31
What are some characteristics of individuals with a strong work ethic?
* Arrive on time
* Meet deadlines
* Exhibit integrity
* Follow rules
* Use work time productively
32
What does your workspace reflect about you?
It reflects your professionalism and attitude toward work
33
Describe the characteristics of a professional desk.
Organized supplies, current and completed projects are easily accessible
34
What does the quality of your work say about you?
Indicates professionalism and attention to detail
35
How does personal appearance affect professional image?
It may indicate attention to detail, motivation, and professionalism
36
What is considered professional business attire for women?
* Suit or tailored dress in traditional colors
* Knee-length skirt
* Sleeved blouse
* Closed-toe pumps
* Neutral hosiery
37
What is business casual attire?
A more relaxed form of professional dress that maintains a neat appearance
38
What should be considered when deciding what to wear in a business setting?
* Climate
* Regional variations
* Business environment
* Type of occasion
39
What are the basic types of written messages produced in an office?
* Email
* Memorandums
* Letters
* Reports
40
What are the advantages of using email in business?
* Quick global communication
* Convenience for sender and recipient
* Permanent records
* Quick responses
* File transfers
* Cost-effective appointments
41
What is the purpose of a purpose statement in writing?
To clarify the intent of the correspondence
42
What should be avoided in international correspondence?
* Informal language
* Slang
* Humor
* Excessive compliments
43
What are the characteristics of effective correspondence?
* Complete
* Clear
* Accurate
44
What does it mean for correspondence to be complete?
It provides all necessary information for the reader
45
How can clarity be achieved in business writing?
By having good organization and simple expression
46
What is an important aspect of proofreading written communication?
Checking facts and ensuring accuracy
47
What is the primary purpose of clear business correspondence?
To determine the purpose of the correspondence without doubt.
48
What are the key characteristics of accurate business writing?
Getting the facts before writing and checking information carefully.
49
How does promptness in business correspondence reflect on the writer?
It indicates that the writer or organization cares about the reader.
50
What does conciseness in writing mean?
Expressing necessary information in as few words as possible.
51
What is meant by courteousness in correspondence?
Using good human relations skills and treating the reader with respect.
52
What is the significance of a positive tone in communication?
People respond more favorably to positive language.
53
How should a document be proofread effectively?
By reviewing general appearance, spelling, and punctuation.
54
What are informational reports based on?
Data gathered within the normal operations of the company.
55
What is the difference between informational and analytical reports?
Analytical reports are longer, more complex, and require in-depth analysis.
56
What are the standard parts of a formal business report?
Reason for the report, data explanation, conclusions or recommendations.
57
What is the first step in planning a report?
Determine the purpose of the report.
58
What is verbal communication?
The process of exchanging information through words.
59
What techniques can help improve verbal communication?
Active listening, being nonjudgmental, and using appropriate language.
60
What does nonverbal communication involve?
Sharing information through body language, gestures, and voice quality.
61
How do eyes and facial expressions contribute to communication?
They convey feelings and reactions to the speaker's message.
62
What does body language indicate in communication?
Emotions and attitudes of the person communicating.
63
What are the key elements to consider when planning a presentation?
Objectives, audience, venue, remit, main points, supporting information.
64
What is the importance of the introduction in a presentation?
It captures the audience's interest and lays the foundation for the talk.
65
What should a powerful conclusion in a presentation include?
A review of the title, summary of main points, and a stimulating parting statement.
66
Fill in the blank: A presentation is a means of communication that can be adapted to various _______.
speaking situations.
67
What are the minimum font sizes recommended for headers and body text in PowerPoint?
Headers: 20pt, Body: 18pt.
68
True or False: Choosing a creative font is always the best option for presentations.
False.
69
What are some common linking statements used in presentations?
* The next stage in our project was to…
* Another important issue of consideration was…
* By following this argument we can now see that…
70
What should be included in the supporting information of a presentation?
Factual data, points of detail, or explanations of processes.
71
What is the role of contrast in presentation slides?
To ensure text is readable against backgrounds.
72
What is telecommunications?
The transmission of text, data, voice, video, and images from one location to another
73
What types of electronic pipelines are used in telecommunications?
* Analog dial-up
* Cable
* Digital subscriber line
* Satellite
* Wireless communication (Bluetooth, wifi)
* Fiber optic cable
74
What should you do to prepare for a phone call?
Consider what you want to say, whom to speak with, and any specific vocabulary needed
75
Why is it important to be clear about the purpose of a phone call?
It helps measure whether you were successful in achieving your goal
76
True or False: The other person on a phone call can see your non-verbal cues.
False
77
What should you pay attention to during a phone call?
Your tone of voice
78
What is a crucial aspect of effective communication during a phone call?
Listening carefully
79
Fill in the blank: Speak clearly and be _______.
succinct
80
What should you do if you don’t understand something during a phone call?
Ask for clarification
81
Why is it important to give the other person your full attention during a call?
To show respect and indicate the conversation is important
82
What should you do at the end of a phone call?
Summarize the conversation
83
What is an important tip for leaving voicemails?
Be clear and keep it short
84
What is the first step in answering the telephone?
Answer promptly
85
How should you answer the telephone to convey a friendly attitude?
Always answer with a smile
86
What should you do to ensure your voice carries clearly on the phone?
Speak directly into the mouthpiece with your lips about an inch away
87
What should you do when identifying yourself on a call?
Identify your office or organization and yourself
88
What is a key responsibility when screening calls?
Provide superior service to callers while saving time for those you're representing
89
How should you ask for a caller's name politely?
May I tell Ms. Javier who is calling, please?
90
What is the first step to properly placing customers on hold?
Ask permission
91
What should you provide when placing a caller on hold?
A time frame for how long they will be on hold
92
What should you do if you need more time after placing someone on hold?
Return to the call and provide a new time frame
93
What should you say when you return from a hold?
Thank the customer
94
What should you do if you need additional time to complete a task during a call?
Return to the call to inform the caller and provide a new time frame.
## Footnote
This demonstrates respect for the caller's time.
95
What is an important phrase to say when returning from hold?
Thank you for holding.
## Footnote
This simple gesture helps keep the customer in a good mood.
96
What should you say to acknowledge the caller's wait time?
I'm sorry to have kept you waiting.
## Footnote
This shows acknowledgment of the inconvenience caused by the wait.
97
What is the first step in professionally transferring a phone call?
Explain to the caller why their call needs to be transferred.
98
What information should you provide to the caller before transferring the call?
Your information in case of a dropped call or disconnection.
99
Why is it important to ask the caller for permission to transfer their call?
It gives them the opportunity to ask additional questions and a sense of control.
100
What should you do before transferring the call to another party?
Speak to the party whom the caller is being transferred to first.
101
What should you do after speaking to the party you are transferring the caller to?
Introduce the caller to the individual or department and ask if there is anything else you can help with.
102
What are the key pieces of information to gather when taking a message?
Person’s name, organization, telephone number, message, date and time, and your initial.
103
What is the first step in terminating a call courteously?
Thank the person with whom you are speaking when appropriate.
104
What should you ensure when closing a call?
Do not make promises you cannot keep.
105
What is the four-step process to effectively end a phone call?
1. Briefly summarize what has been accomplished.
2. Let the customer know what happens next.
3. Ask if there is anything else you can help with.
4. Finish with a courteous call-closing statement.
106
What should you check before placing a call?
The level of distraction around you.
107
What should you clearly state when making a call?
Your identity and the purpose for calling.
