National University of Management

1. National University of Management Office Management Lectured by Mr. Ry Ron, MBA Email: ryron_mba@yahoo.com Tel: 089 55 2003

2. Course Assessment Course Assessment : Final grades will be based on 100% or 100 points divided by following 4 components: • Class Participation/ Attendant = 10% • Assignment = 15% • Midterm = 25% • Final Exam = 50% Total = 100%

3. Chapter 1 Introduction to Office Management Lectured by Mr. Ry Ron, MBA

4. People work for more than money Lectured by Mr. Ry Ron, MBA

5. What does an Office Manager do? • 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 bookkeeper. Lectured by Mr. Ry Ron, MBA

6. What does an Office Manager do? In large companies there will often be several offices in several geographical areas, and each one will have an office manager. Lectured by Mr. Ry Ron, MBA

7. WHY DO WE STUDY OFFICE MANAGEMENT? • To use Human Resources Budget Material • To satisfy External Customer • Reduce (For Internal Customer ) Job dissatisfaction Absenteeism Turnover

8. WHY IS OFFICE MANAGEMENT MOST IMPORTANT? • Have you ever gone into a business and wondered about the poor first impression it makes? • Does it make you wonder about how they do business? • How professional the company is? • How can it be successful?

9. An Example of The Worst in Front Office Management: • You're greeted and maybe even seated in a dark, messy, and somewhat dirty foyer. While you're waiting, you hear the receptionist talking to her boyfriend; an argument between two staff members is occurring in the hallway, the receptionist hangs up on her boyfriend and picks up her knitting, and ignores you.

10. An Example of The Best Front Office Management: • A clean, well lit, professional looking reception area with a great meeting space off the foyer. There are green plants and good furniture in the space. It looks well cared for and dressed (in the real estate business, this would be called 'staging' the office).

11. An Example of The Best Front Office Management: • The receptionist was expecting you (you had an appointment) and recognized your name when you said who you were. She directed you to the meeting room, got you a coffee, and contacted the Customer Service Supervisor (who you were there to see).

12. An Example of The Best Front Office Management: • When the Supervisor arrived, and joined you in the meeting room, the receptionist got up from her desk and closed the door of the room to make sure that others coming and going through the front office did not listen to the conversation and/or that you weren’t distracted by the front office activity (it was a hub of activity). This sounds logical, sensible and professional and most people reading this are probably thinking what’s so special about this front office?

13. WHY IS OFFICE MANAGEMENT MOST IMPORTANT? • Office management is often considered as much more important than marketing or customer management. • A business office is the main place where most employees, customers, possible customers and others interact with the business. • Keeping your office lively is important for all businesses; irrespective of type or size.

14. WHY IS OFFICE MANAGEMENT MOST IMPORTANT? Business managers must be keen in setting up an office environment which let employees to work efficiently and customers to interact with the organization. • The office must be clean and neat • It must have some minimum requirements such as enough space, furniture, light etc. • Furniture and other things must be suitably placed so that they occupy the minimum space. • The office must tell about your business and your sincerity

15. WHY IS OFFICE MANAGEMENT MOST IMPORTANT? • There should be a specialized front office executive who is pleasant minded and can guide your customers neatly • For medium sized businesses, there must be separate persons or departments to handle different tasks; so that no process becomes complicated. • There must be some sort of communication system(s) for intra and inter offer communication • And most important, their must be supervisor who can monitor processes, resolve conflicts, memorize employees about their duties, etc.

16. Why is front office management important to your business? • Managing the front office department well is important to your business; as it is often the first impression you make on your customers or other stakeholders. • Doing it wrong will turn customers away.

17. The Office Professional’s Skills 1- Managing projects 2- Operating word processing equipment 3- Supervising people 4- Keeping financial records 5- Composing letters for executives Lectured by Mr. Ry Ron, MBA

18. The Office Professional’s Skills 6- Making travel arrangements 7- Arranging and scheduling appointments and meetings 8- Typing 9- Taking shorthand/dictation 10- Answering and routing calls Lectured by Mr. Ry Ron, MBA

19. The Office Professional’s Skills 11-Opening and sorting mail 12-Ordering equipment and supplies 13-Photocopying/duplicating 14-Filing Lectured by Mr. Ry Ron, MBA

20. The Office Professional Knowledge • Typing/keyboarding • English language usage/spelling • Computer operation • Cooperation with co-workers Lectured by Mr. Ry Ron, MBA

21. The Office Professional Knowledge 5. Office machines (copiers, fax, answering) 6. Customer/client service 7. Mathematics/some accounting Lectured by Mr. Ry Ron, MBA

22. Tips for providing good service to clients • Get to know who your customers are and what they need • Make it easy for customers to come to you with their problems and concerns • Make your customer concerns your concerns (even if the details don’t come under your job description). • Make customer satisfactions one of your top goals Lectured by Mr. Ry Ron, MBA

23. Communication skills • Think before speaking. Not only to organize what you say but to select the right words. • Use proper grammar. If you’re not sure, consult a dictionary or well-informed co-worker • Avoid profanity – it is offensive to many people (even if they don’t tell you) Lectured by Mr. Ry Ron, MBA

24. Communication skills • Use humor when it can relieve tension or improve morale, but keep it appropriate. Never use humor to hurt another person • Remember that keeping silent is better than saying something inappropriate or in poor taste Lectured by Mr. Ry Ron, MBA

25. The Seven Cs ofCommunication • Completeness • Conciseness • Consideration • Concreteness • Clarity • Courtesy • Correctness Lectured by Mr. Ry Ron, MBA

26. Receptionist’s Duties • Customer Service • Salesperson • Cashier • Financial Recorder • Secretary Lectured by Mr. Ry Ron, MBA

27. Elements of a positive attitude • An Upbeat Manner • Consistency • Empathy • Self-Confidence • Goal Setting Lectured by Mr. Ry Ron, MBA

28. How to become a professional • Study people with established records for excellence. • Become a positive self-analyst. • Accept suggestions for improvement. Lectured by Mr. Ry Ron, MBA

29. How to become a professional • Identify how formal education can contribute to your growth. • Recognize that setbacks will occur, but balance them against your achievements to maintain a positive attitude. Lectured by Mr. Ry Ron, MBA

30. What can you do to help your organization? • Reuse paper. Save scrap paper. Suggestions for use: Staple it together, and use the other side for informal notes and memos. • Ensure you have set up the photocopier to copy correctly. Use both sides of the sheet of paper Lectured by Mr. Ry Ron, MBA

31. What can you do to help your organization? • whenever you can. Learn how to do double sided photocopies and teach others. Put a notice near the photocopier to remind everyone. Lectured by Mr. Ry Ron, MBA

32. What can you do to help your organization? • Re-use office products such as folders, envelopes, boxes, etc. • Spelling check and proofread on screen for errors instead of printing numerous copies. Lectured by Mr. Ry Ron, MBA