FINAL EXAM AOM Flashcards
WHAT ARE THE TYPES OF WORKPLACE TEAMS
PROJECT TEAMS
CROSS-FUNCTIONAL TEAMS
\SELF-DIRECTED WORK TEAMS
THERE IS A CAUSE AND EFFECT RS BETWEEN THE 2
CUSTOMER AND EMPLOYEE SATISFACTION
the best employees
prefer to work for companies that deliver the
kind of superior value that builds ——building loyalty has in fact become the caid test of leadership
customer
loyalty
The
Loyalty Effect and Loyalty Rules
Fredrick Reichheld
In, researcher Randy Brooks
reported on the relationship between financial success, customer satisfaction and
employee satisfaction.
2009 study in The Journal for Quality Participation
Randy Brooks
is the professional practice of managing the records of an organization
throughout their life cycle, from the time they are created to their eventual disposal.
Record management (RM) is also known as records and information management
or RIM,
The purpose of records management
GRC
managing the evidence of an organization activities
reduction of mitigation of risk
associated with it.
is something that represent proof of existence and that can be used to
recreate proves state of existence, regardless of medium or characteristics.
record
method of storing records
filing
BASIC FILING TERMS
Unit. Each part of a name is a unit. Names are alphabetized unit by unit, if there
are two parts in a name, the name has two units.
Indexing. Indexing is determining the order and format of the units in a name.
Alphabetizing. When you arrange names in alphabetical order.
Case. The case of a letter refers to whether the letter is written as a capital letter
called uppercase or written as a small letter called lower case.
is determining the order and format of the units in a name.
Indexing
ALPHABETICAL FILING RULES AND PROCEDURES
Numbers go first
o 88 Company LLC will go first
o File numbers in ascending order, that is smallest to largest
When you get to letters, initials go first within their letter designation
o W.L. and W.W. Lampe both begin with the letter W.L comes before W in
the alphabet, so look at the Initials first.
W.L. Logistics followed by W.W. Lampe
If a person‘s name is part of the title, use the first letter of the first name
o Bob Anders Corporation would file under B not A.
Ignore the article ―the‖
o Where does The Candenton Association go? Not under T but C.
are
commonly available. These programs instruct students in how to create and maintain
electronic records that hold information.
record technicians, also called information technicians
is an assembly of people, especially the
members of a society or committee for discussion or
entertainments
Meeting
is a formal meeting for discussion.
It is a formal get together where people talk
about a chosen topic, like when your office
holds a conference to talk about the problem of
snoring during meetings.
Conference
Six types of Business Meetings for better Efficiency and Communication
SDPTII
By failing to prepare, you are preparing to fail.‖
- Benjamin Franklin
By failing to prepare, you are preparing to fail.‖
- Benjamin Franklin
HOW TO RUN EFFECTIVE MEETINGS AND CONFERENCES
- Begin with a purpose. Decide first what is it that you want to achieve.
- Micro-Meetings and Time savers. When setting aside your normal meeting
time cut it into smaller segments of five to ten minutes each. Instead of including
everyone in the meeting unnecessarily rather have a small meeting with the key
people on a particular subject or project. Using micro meeting also means
employees do not have to wait for a week or so before being able to meet on a
pressing matter. - The importance of agenda. This follows on from having a purpose before the
making. Make sure all relevant persons have the agenda beforehand. - Tick to the Clock. Cover only what needs to be covered and stick to the relevant
topics and discuss points on the agenda. - Have an action plan for moving forward. It is vital that everyone leaves
knowing the next step and when the next meeting will take place.
is a company that offers travel advice and makes travel arrangements
for clients.
A travel agency-
Travel Agencies
Since travel knowledge gained through study or first-hand experience may become
obsolete, the secretary should probably make most arrangements through a travel
agent. Furthermore, time can be saved by using the services.
Travel Agencies
Since travel knowledge gained through study or first-hand experience may become
obsolete, the secretary should probably make most arrangements through a travel
agent. Furthermore, time can be saved by using the services.
Travel agencies operates as independent business, and they receive the commission
from the companies for which they sell series. The agency deducts the commission
form the quoted price of an airline ticket or room or car rental rate.
Using Travel Agency
If you elect to make appropriate reservations, major airlines, car rental agencies, and
chain hotels and motels have toll-free information. Most of the airlines and car rental
agencies issue credit cards and accept those issued by major credit card companies.
Making reservation
When your employer or other personnel travel frequently, management may want to
subscribe to one or more of the guides published by Reuben h Donnelly Publications,
2000 Clearwater Drive Oak Brook. L60521
Air Travel
Perhaps the single most useful source of information for the secretary to use when
making travel arrangement is the Travel planner and hotel/motel guide.
Travel Planner and Hotel/Motel Guide
All airlines provide free printed timetables showing flight information for the cities they
serve. Although the information varies slightly, the timetables published by the different
airlines are essentially the same and usually include the following
Airline timetables
Executive seldom travel by train or bus when air transportation is available.
Occasionally, on commercial airport is in the proximity of the place the person a need to
travel and sometimes the weather forces the airlines to cancel flights.
Travel
Your employer may have a preference concerning the hotel or motel, as well as the type
of accommodations. Also you should check with the accounting department whether
any hotel or motel gives discounts to representative of your company.
Room reservations
You may have a travel agent reserve the car, or you may call the rental agency. Several
companies have arrangements with car rental agencies whereby their employees
receive a discount, therefore before reserving a car, you should ask your supervisor or
contact the account office to determine whether your company receives a discount.
Car Rental
How should employees make their travel arrangements?
a. Through a designated travel management company
b. Through online booking system
c. Through company travel agents
d. Through any mechanism
e. Through supplier websites
f. A policy may require anyone planning a meeting with a defined number or
attending employees
g. Policy should encourage travelers who take at least one trip a year to
complete a profile to be included online and in the travel management
company global distribution system
is the act of looking for employment, due to
unemployment, discounted with a current position, or desire for a better position.
Job searching or job hunting or job seeking
is the process of promoting a cause or plan. It is the promotion of a person in rank or status.
Advancement
Rate your skills and see which careers are a match for the skills that are
important to you.
ISEEK Skills assessment
Use this tool to create a list your skills and match them a job types that use those
skills.
Career One stop skills Profilers
See how your interests related to the careers that fit you best.
MN Careers Interest Assessment
Rate the activities you enjoy, your personal qualities and school subjects you like
to see which career clusters are a match for your interests.
ISEEK Career Cluster Interest Assessment
Identify the sources of job information.
PLCTOE
Personal Contact
Libraries and Career Centers
Counselors
The Internet
Organizations
Education and training Information
are professionals trained to help clients assess their own strengths and
weaknesses, evaluate their goals and values and determine what they want in a career.
Counselors
Counselors can be found in: cvcps
Placement offices in private vocational or technical schools
College career planning and placement offices
Vocational rehabilitation agencies
Counseling service offices offered by community organizations.
Private counseling agencies
State employment service offices.
also known as a cover letter is a document sent with your
resume to provide additional information on your skills and experience.
typically provides detailed information on why are you qualified for the job you are applying for.
A letter of application
What in include in a letter of Application?
Subject (for an email letter)
List the job are applying for and your name in the subject line of your email
message, so the employer is clear as to what job you are interested in and who you are.
First Paragraph: mention the job you are applying for and where you found the
listing.
Middle Paragraph(s): What you have to offer the employer mention why your
skills and experience are a good fit for the job.
Last Paragraph‖ Say thank you to the hiring manager for considering you and
note how you will follow up.
Signature
End your cover letter with your signature, handwritten, followed by your typed name.
is a document used by persons to present their background and skills.
can be used for a variety of reasons, but most often these are used to secure
new employment.
A resume
used for academic
purposes is more akin to the resume – a shorter, summary version of one‘s education
and experience
The curriculum vitae (CV)
Resources to help you strengthen your interview skills
PMCG
Polishing your interview skills workshop
Making a Great first impression in your interview and beyond workshop
Career Cyber guide
Getting feedback when you didn’t get the job
Job Advancement strategies
CCUP
Create Personal Brand
Convey your Value
Update your Career Documents
Public Speaking and Media Interaction
is the art of motivating a group of people to act toward achieving a
common goal.
Leadership
Leadership
May or may not be a manager
Must inspire followers
Emphasizes innovation
May be unconcerned with preserving
existing structures
Typically operates with relative independence
May be less concerned with interpersonal
issues
Management
May or may not be a leader
May or may not inspire those under them
Emphasizes rationality and control
Seeks to work within and preserve existing
corporate structures
Typically a link in the corporate chain of command
May be more concerned with interpersonal issues
- of leadership are based upon the belief that great leaders
are made, not made. - Rooted in behaviourism, this leadership theory focuses on the actions of
leaders not on mental qualities or internal states. - According to this theory, people can learn to become leaders through
teaching and observation. - Are classified as such because they focus on the study of specific behaviours of a leader.
Behavioral Theories of Leadership
“Behaviour is the mirror in which everyone shows their image.” – Johann
Wolfgang von Goethe
“Behaviour is the mirror in which everyone shows their image.” – Johann
Wolfgang von Goethe
Two Important Behavioral Studies
Michigan Leadership Studies - It is a Behavioral Leadership theory that indicates the
Institute for Social Research at the University of Michigan conducted empirical studies
to identify styles of leader behaviour that results in higher performance and satisfaction
of a group.
Ohio State Leadership Studies - It is Behavioral Leadership Theory.
Series of studies on leadership was done by the Ohio State University in 1945 to identify
observable behaviour‘s of leaders instead of focusing on.
Advantages of Behavioral Theory of Leadership:
promotes participative decision
making and team development
helps managers evaluate and understand
how their behavioural style as a manager affects their relationship with the
team
helps managers find the right balance
between different styles of leadership,
It is a leadership theory developed by Paul Hersey and Ken Blanchard.
- The fundamental underpinning of the
is that
there is no single ―best‖ style of leadership.
- The effective leadership varies, not only with the person or group that is being
influenced, but it will also depend on task, job or function that needs to be
accomplished.
Situational Theory of Leadership
Leadership Styles
S1: Telling – This is characterized by one-way communication in which the leader defines the roles of the individual or group and provides the what, how, why, when, and where to do the task.
S2: Selling – While the leader is still providing the direction, he is now using two-way communication and providing the socio-emotional support that will allow the individual or group being influenced to buy into the process.
S3: Participating – This is now shared decision making about aspects of how the task is accomplished and the leader is providing less task behaviors while
maintaining high relationship behavior.
S4: Delegating – The leader is still involved in decision, however, the process and responsibility has been passed to the individual or group. The leader stays involved to monitor progress.
– They generally lack the specific skills required for the job in hand and are
unable and unwilling to do or to take responsibility for this job or task.
M1
– They are still unable to take on responsibility for the task being done,
however, they are willing to work at the task.
M2
– They are experienced and able to do the task but lack the confidence to
take on responsibility.
M3
– They are experienced at the task, and comfortable with their own ability to
do it well.
M4
– According to him, ―The Situational Book ―, the leader‘s high,
realistic expectation causes high performance of followers.
Hersheys
– According to him, ― Four combinations of competence
and commitment make up what we call development level‖
Ken Blanchard
development level‖
D4: High competence and high commitment
D3: Moderate to high competence and variable commitment
D2: Some to low competence and low commitment
D1: Low competence and high commitment
is a predetermined course of action, which is established to provide a guide toward
accepted business strategies and objectives. In other words, it is a direct link between an
organization‘s ̳Vision‘ and their day-to-day operations.
A ̳Policy‘
‘ is to provide the reader with a clear and easily
understood plan of action required to carry out or implement a policy.
̳Procedure
Policies AIETDDA
Are general in nature
Identify company rules
Explain why they exist
Tells when the rule applies
Describe who it covers
Shows how the rule is enforced
Describes the consequences
Are normally described using simple sentences and paragraphs
Policies
Are general in nature
Identify company rules
Explain why they exist
Tells when the rule applies
Describe who it covers
Shows how the rule is enforced
Describes the consequences
Are normally described using simple sentences and paragraphs
Procedures
I
E
D
S
I
G
S
A
Identify specific actions
Explain when to take actions
Describe alternatives
Shows emergency procedures
Includes warning and cautions
Gives examples
Shows how to complete forms
Are normally written using and outline format
A few ̳Critical‘ signs that your policies and procedures need to be reviewed and updated
include:
An increase in the number of accidents, higher failure rates or costly overruns.
More staff questions on ̳normal operations‘ or a feeling of general confusion within a
department or division.
Employees may also be demonstrating inconsistency in their job performance and there
may be an increase in the workforce‘s stress levels.
Customers are increasing complaints.
Why create an on-line policies and procedure system ECRA
Ease of Access.
Cost Effectiveness.
Responsiveness.
Accountability.
responsible for the maintenance and distribution of policy
records and up-to-date procedures along with providing guidance to you as policy (and
procedure) owners will make your investment in preparing written documents a more
rewarding effort.
Policy Coordinating Office
Good Policies
o Policies are written in clear, concise, simple language.
o Policy statements address what is the rule rather than how to implement
the rule.
o Policy statements are readily available to the campus community and their
authority is clear.
o Designated ―policy experts‖ (identified in each document) are readily
available to interpret policies and resolve problems.
o As a body, they represent a consistent, logical framework for campus
action.
Good Procedures
o Procedures are tied to policies. Making explicit this relationship along with
how the procedure helps the campus achieve its goals or strategic plan
helps ensure understanding and compliance.
o Procedures are developed with the customer/user in mind. Well developed
and thought out procedures provide benefits to the procedure user.
o There is a sense of ownership among procedure users. For this reason, it
helps to involve users in the development of campus procedures.
o The procedures are understandable. Procedures should be written so that
what needs to be done can be easily followed by all users.
o When feasible, procedures should offer the user options. Procedures
which are unnecessarily restrictive may limit their usefulness.
Writing Style for Policy and Procedures Documents
CFDIIN
Concise, minimum of verbiage.
Factual—double-check accuracy!
Don‘t include information that may be quickly outdated (e.g., names).
If you use an acronym, spell it out the first time you use it.
Include step-by-step instructions for completing (paper or electronic) forms
(procedures only).
Not too technical—simple enough to be understood by a new employee
The following steps will help you get started.
- Consult with the Policy Coordinating Office for questions about the
components of a policy - Develop a document outline.
- Verify the outline with your supervisor and other subject matter experts.
- Determine who will be the writers/reviewers of your policy or procedure
- Consult the style guidelines contained in this document.
- As you develop your policy or procedure, keep the Policy Coordinating
Office informed of your progress and seek their assistance where
appropriate (e.g., as you determine the approvals that may be required). - Designate appropriate policy (or procedure) ―experts.‖
- Obtain the appropriate approvals.
- Provide the final policy or procedure document to the Policy Coordinating
Office in both electronic and hard copy form.
