Administrative

each other when it counts. “We don’t work for

each other, we work with each other.”

Office To make teamwork happens powerful actions must

occur:

Management 1. Trust is important. It is essential to an

effective team, because it provides a

INTRODUCTION sense of safety. When your team

Office - is regarded as an important segment of members feel safe with each other, they

any organization because an office is primarily feel comfortable to open up, take

concerned with collection and supply of appropriate risks, and expose

information. Administrative Office Management is vulnerabilities.

also useful for career oriented people whose 2. Competence is necessary. The ability

works deal on communication, manage to work with others toward a shared goal,

information, use technology, handle records, participating actively, sharing

work with people and solve problems in an office responsibility and rewards, and

setting. contributing to the capability of the team.

LEARNING OUTCOMES: 3. Consistency is a key component. It

After reading this module, the learner should be keeps the flow of teamwork and reduces

able to: the need for other players to add to their

1. Describe the basics of Administrative and work load if every one stays consistent.

Office Management in terms of functions, Consistency builds great confidence in a

objectives, teamwork and flexibility team.

4. Cohesion. It is the ability to hold
together no matter how difficult the
LESSON 1: Teamwork
circumstances get. Maxwell describes it
as 5 a pride in the ability of your group
In this lesson you will understand what
to function at a higher level than possible
Administrative Office Management is. You will
for the individual.
have a thorough understanding the basics of
Administrative and Office Management in terms
of functions, teamwork and flexibility. LESSON 2: The Workplace
● Teamwork- is creating a work culture which Flexibility
values collaboration.
-is the collaborative effort of a group to achieve
Flexibility- is about an employee and the
a common goal or to complete a task in the most
employer making changes to when, where and
effective and efficient way
how a person will work to better meet individual
● In a team environment, people understand and
and business needs.
believe that thinking, planning, deciding and
-enables both individual and business
actions are better when done cooperatively.
needs to be met through making changes to the
According to S.C. Gault on the Law of
time (when), location (where) and manner (how)
Countability, teammates, must be able to count
in which an employee works. Flexibility should be LESSON 3: The Office
mutually beneficial to both the employer and
employee and results in superior outcomes
Definition of Office
-Refer to the place where information is
Types of Flexibility
processed, such as a credit office, a lawyer's
1. Formal Flexibility- the policies are 5 officially
office or an office in the home.
approved by human resources policies as well as
-The word office refers to the people working in
any official policies that give supervisor's
that location.
discretion to provide flexibility.
-The office as a function, where interdependent
2.. Informal Flexibility- refers to the policies
systems of technology, procedures, and people
that are not official and not written down, but are
are at work to manage one of the firm's most vital
still available to some employees, even on a
resources information.
discretionary basis.
Advantages of Work Flexibility
Definition of Management
1. It reduces absenteeism, overtime, sick leave
-Is the art or skill used by those who blend
and tardiness.
together the six M’s Manpower, Materials,
2. It reduces stress.
Money, Methods, Machines, and Morale 3 in
3. It improves performance, quality, productivity
order to set and achieve the goals of the
and job satisfaction.
organization.
4. Increases commitment and job engagement.
-It also refers to a group of persons 3 top
5. Curbs turnover
management.
-In blending the six M’s, those in charge of the
However, workplace flexibility is often seen as a
organization are greatly involved with directing
job accommodation or an exception to the rule.
people of diverse cultures and coordinating the
Managers may fear the following:
use of economic resources.
1. If I let one person have a flexible schedule,
everyone will want one.
What is Administrative Office Management?
2. Someone not working on a traditional
-It is a profession involving the design,
schedule is not as productive.
implementation, evaluation, and maintenance of
3. You cannot have an effective team if
the process of work within an office or
employees are not working in the same place at
organization, in order to maintain and improve
the same time.
efficiency and productivity.
4. If I allow flexible work hours for one
-It practices different virtues and
employee, it won’t be fair to the others.
accomplishments of different chores and works
in the office within a given time.

OBJECTIVE OF ADMINISTRATIVE OFFICE

MANAGEMENT
1. To ensure that relevant organizational 2.Administrative Office Management is the
activities are designed to minimise individual and process of planning, organizing and controlling
unit productivity. all the information-related activities and of
2. To provide effective management of the leading or directing people to attain the
organization's information. objectives of the organization.
3. To maintain reasonable quantity and quality 3. Traditionally, the administrative office
standards. management functions were limited to basic
4. To develop effective work processes and clerical services and to office personnel.
procedures.
5. To provide a satisfactory physical and mental With the passage of time, development of
working environment for the organization's new information technologies, a global economy,
employees. a larger and more culturally diverse workforce -
6. To help define duties and responsibilities of these factors brought about the Information
employees assigned within the administrative Revolution -an increase demand for more
office management functional area. information in order to make intelligent decision
7. To develop satisfactory lines of communication at greatly accelerated rates.
among employees within the administrative office Management began to place more reliance
management functional area and between these upon office personnel and well-designed work
employees and employees in other areas within systems as the new technology created greater
the organization. information-processing power.
8. To help employees maintain a high level of The “one-department office” concept
work effectiveness. gradually gave way to a broader, company-wide
9. To enhance the effective supervision of office information management concept in which the
personnel. administrative office manager became
10. To assure the efficient and proper use of responsible for an expanded area of work in the
specialized office equipment. information age.

LESSON 4: The Functions Of THE ADMINISTRATIVE OFFICE MANAGER

Administrative Office -The person who heads up the company-wide

Management information management function may have one
of several titles, such as administrative office

In this lesson you will understand the functions manager, Office manager, manager,

of Administrative Office Management, their roles administrative services, information manager etc.

and management functions.

FUNCTIONS OF ADMINISTRATIVE OFFICE -The person responsible for planning, organizing,

MANAGEMENT and controlling the information-processing

1. Applies to those responsible for managing the activities and for leading people in attaining the

office and for making decisions that concern the organization’s objectives is called administrative

day-to-day operations of the office. office manager or office manager.

RESPONSIBILITIES OF AOM @ Some of the Competencies/Qualifications which are
MANAGEMENT FUNCTIONS expected to possess in Administrative Office
Manager position:
1. Planning- Is all about planning and 1. Thorough understanding of various business
development. Assessing the need for designing management fundamentals
and implementing totally new functions and 2. Leadership
services. 3. Educational Requirements
2. Organizing- This is necessary to produce 4. Traits such as: Integrity, intelligent, energy
effective methods and techniques when 5. Able to write the formal reports on finances
implementing changes to maximize and planning
organizational and individual productivity. 6. Assertively
3. Leading (Staffing & Directing)- This is about 7. Flexibility
the growth and experiences of an employee 8. Accuracy
4. Controlling- This is about the quality and 9. Ability to cope with pressure
quantity of work. This is where we take corrective
actions whenever necessary. This also motivates
MODULE 2 –
employees to be cost conscious.
SKILLS OF THE ADMINISTRATIVE OFFICE THE WORKPLACE
MANAGER
● INTRODUCTION
• Conceptual skill - is the ability to use existing
Do you know how Workplace important in the
knowledge in order to acquire additional
organization? Workplace encourages workers to be
knowledge. Conceptual skills are generally
productive, reduces work-related stress and saves
learned through experiences and the educational
time -- especially because employees spend less
process, some are intuitive.
time looking for things. When you establish an
• Human skill -is the ability to use knowledge
efficient workplace, you establish structure. By doing
and understanding of people as they interact with
so, workers are able to accomplish more and
one another8s. These skills include a manage8s
generate more business.
ability to communicate, coach, lead, resolve
● LEARNING OUTCOMES:
conflicts, achieve consensus, and motivate
After reading this module, the learner should be able
workers.
to:
• Technical skills -are work-related skills that
1. Know and understand what a workplace is;
demonstrate the managers ability to use the
2. Identify the different forces shaping the
technology tools, techniques, and procedures
future of the workplace landscape.
specific to a particular field.
3. Describe the different factors that affect
ethical behaviour in the workplace.
4. Know the importance of managing
workplace stress and creating the value of
team environment to reduce stress in the
workplace

LESSON 1: Workplace
A Workplace- is a location where someone works for consider your decisions to be based on a thoughtful
his or her employer, a place of employment. Such a process? Do they count on you to do the right thing?
place can range from a home office to a large office In a similar way, the reputation of a business is
building or factory impacted by the decisions and actions of its
-is a place such as an office or factory, where people employees and managers, and owners.
are employed. It is also the place where one is
employed or customarily does one’s work, one’s Ethical Theory in the Workplace
office, and laboratory. 1. Utilitarianism- In this raw from might seem to
LESSON 2: Forces of Change in uphold everyone’s best interest, but in reality it
benefits a greater number of workers while
the Workplace
compelling the rest to adapt to majority rule. Since it
The Five Forces shaping the future of the workplace
is highly unlikely to appease everyone in any given
landscape
workplace, the utility theory serves to satisfy needs of
1. Place. When we think of work it8s important to
the many over the few, and may even be constructed
recognize that it’s not just the place we go, it’s also a
as a form of Darwin’s survival of the fittest.
thing we do.
2. Deontology- The intrinsic value of goodwill-
2. People. The two biggest cost centers in the most
behavior that is not dependent upon an outcome to
businesses are people and property, and business
justify its occurrence. This Kantian perspective
need to start linking these two pieces in a more
applies to workplace ethics by highlighting mans
strategic and agile way to maximize both.
need to reap a perceived value for doing what’s
3. Transport. By offering staff flexibility in working
considered a social and moral obligations. For
hours or work location, we can ensure we are not
example, an employee helps a coworker reach an
only supporting the well-being of our employees, but
important deadline without expecting recognition for
also their performance.
his efforts.
4. Technology. Tools that offer up greater mobility
3. Egoism- This gives people permission to consider
will continue to be catalyst for changing the way we
only what benefits their personal needs. This theory
work, but business leaders aren8t keeping up with
can create a hotbed of contempt in the workplace
the tools and technologies we use at home.
due to its lack of social responsibility-being aware of
5. Culture. Creating a more open and trusting
the impact your actions have upon the workplace as
culture, and in doing so, develop a healthier and
a whole. Ethical egoist believes that no reasoning
more engaged workforce.
can overrule what is otherwise the moral and
LESSON 3: Ethical Theories and righteous actions all human beings are expected to
uphold.
Behavior in the Workplace
A lack of workplace ethics affects employee morale
Working Ethically
and motivation, if you don’t trust your colleagues or
Ethics- are the guidelines or accepted beliefs about
managers; it’s hard to want to do a good job
what is right or wrong, good or bad. Business ethics
apply these principles of day to day decisions and
Ethical Work Practices
activities in the workplace People’s decisions and
1. Compliance level- In this level, ethical work
actions each day affect how others perceive them.
practices help the company to stay within the law.
Can others depend on a thoughtful process? Do they
Working against compliance laws can cost you your 2. Fairness- Being fair means acting without
job, and can cost your company money if fines are prejudice or favoritism. Be fair in your dealings with
incurred. Company leaders must make sure coworkers, customers, and supervisors. Listen to
employees adhere to the principles defined by its others. Don’t blame others, and do not take
ethics program. Compliance not only keeps the advantage of others.
business legal-it is also promotes sustainable 3. Respect- Respect others. Respect cultural
business by proving value to stakeholders differences and diversity in the workplace. Try to
2. Stakeholder level- stakeholder level the ethical understand differences in opinions and find common
work practices extend to customers, vendors, ground and consensus in decision making. Respect
stockholders and the communities in which the also means listening with an open mind to the
company operates. What the stakeholders see, the opinions of others.
public sees- and companies seen by the general 4. Responsibility- Take responsibility and be
public as being unethical can lose customer and accountable for your duties and actions. Always try to
market share. Brand name integrity builds brand do your best. Use your manners. When you make a
name value. Employees within the company can mistake, own up to it and correct it.
build positive relationships with people outside the 5. Compassion- Be kind and considerate toward
company by interacting with them and transacting others. Use your manners. Show understanding and
business ethically and responsibly. When caring for your co-workers. Try to put yourself in
stakeholders gain sense of trust in the company, another person’s situation to understand how that
customers keep company back. person might act and feel. Avoid hurting other’s
3. Employee level- In this ethical work practices feelings
build a positive environment founded on trust.
Distrust in the workplace causes stress. You work LESSON 4: Anger, Stress and Time
better when you can trust that your colleagues will
work with you ethically. Your company also works
Management in the Workplace
better when ethical values drive all of its work.
Employees, not brick and mortar, establish a In many countries, employers have a legal
company8s brand image. responsibility to recognize and deal with stress in the
workplace so that employees do not become
Making Ethical Choices physically or mentally ill.

At work, you will face many ethical choices. Some of It is important to tackle the causes of stress in the

these choices will be easy to make. The right or workplace as stress at work can lead to problems for

wrong answer will be clear. People rely on their the individual, working relationships and the overall

personal values when making ethical decisions. Five working environment. These issues may include

Common Personal Values lowered self-esteem and poor concentration skills for

1. Honesty- Be honest. Don’t deceive, cheat, or the employee. The employer may suffer from

steal. Consider how you feel when someone lies to increasing customer complaints, staff turnover and

you. Being honest not only means telling the truth, days lost to sickness.

but also giving the relevant information.

Anger- is the strong emotion that you feel when you others struggle to cope with everyday life. Everyone
think that someone has behaved in an unfair, cruel, has an optimum level of stress. Too little excitement
or unacceptable way. and two few challenges may lead to an extremely dull
-is a negative feeling which often happens when a life, yet too much stress can lead to health problems.
person thinks that someone or something has done Nevertheless, a certain amount of stress can actually
wrong, bad or which puts them in danger prove to be good for individuals.
Stress-defined as the degree to which you feel -Positive stress can act as a spur to achieve
overwhelmed or unable to cope as a result of better results than would otherwise be attained,
pressures that are unmanageable. stressful but enjoyable events as the birth of a child,
forming new relationship or undertaking new
High Levels of stress in the Workplace can lead challenges.
to: -Stress is also extremely useful in acting as an
1. Poor decision making enabler to avoid problems and dangers. It is a
2. An increase in mistakes which in turn may lead to motivator to solve problems and is an important
more customer or client complaints warning signal that something is wrong with an
3. Increased sickness and absence. individual8s life, thereby allowing him or her to take
4. High staff turnover. some action.
5. Poor employee/workplace relation.
Panic Attacks
Key Areas of the workplace that should be In cases of extreme or continual stress, people can
monitored in order to assess levels of stress suffer what is known as a panic attack. This is a brief
1. Demands- including such issues as workload, but extremely frightening spell of severe anxiety.
work patterns and work environment.
2. Control- how much say the person has in the way
they do their work.
3. Support- includes the encouragement,
sponsorship and resources provided by the
organization, line management and colleagues.
4. Relationships- includes promoting positive
working to avoid conflict and dealing with
unacceptable behavior.
5. Role- whether people understand their role within
the organization and whether the organization
ensures that the person does not have conflicting Stress Management in the Workplace: Why Its
roles. Important to Managers
6. Change- how organizational change is managed
and communicated within the organization. Stress Management in the workplace- is a useful
Not All stress is Harmful skill that many don’t take advantage of many of us
-Stress affects people differently. Some people and leaders alike, get caught up in day to day task.
seem to thrive on extremely stressful lifestyle, while
Whatever reason you have for not using stress activities that need to be done in a single day against
management technique is a big mistake. the time that should be allocated to each activity.
Stress in life today is widespread and has no High priority work should come on top followed by
boundaries. We all deal with stress daily, at work and those which do not need much of your importance at
at home. Stress comes in all forms and can affect the moment.
emotions and physical abilities. 2. Setting Goals and Objectives
Working without goals and targets in an
Ten Reasons Why to Use Stress Management In organization would be similar to a situation where the
the Workplace captain of the ship loses his way in the sea. Set
1. Improves your ability to motivate employees. targets for yourself and make sure they are realistic
2. Lesson opportunity for decrease in productivity. ones and achievable.
3. Improves your ability to lead. 3. Setting Deadlines
4. Allows the meeting of deadlines. Set a deadline for yourself and strive hard to
5. Decrease chances of unethical issues. complete task ahead of the deadlines. Use a planner
6. Reduces Possibilities of workplace conflicts. to mark the important dates against the set
7. Strengthens communication process. deadlines.
8. Smooth running projects 4. Delegation of responsibilities
9. Improves your ability to develop teamwork and Learn to say “NO” at workplace. Don’t do
team building. everything on your own. The roles and
10. Helps in the writing performance appraisal. responsibilities must be delegated as per interest and
specialization of employees for them to finish task
Time Management and its Importance in the within deadlines.
Workplace 5. Prioritizing Tasks
It is rightly said “Time and Tide wait for none.” Prioritize the tasks as per their importance and
An individual should understand the value of time for urgency. Know the difference between important and
him to succeed in all aspects of life. People who urgent work.
waste time are the one’s who fail to create an identity 6. Spending the right time on right activity
of their own. Develop the habit of doing the right thing at the right
What is Time Management? time.
-refers to managing time effectively so that the For Effective Time Management one needs to be:
right time is allocated to the right activity. 1. Organized- Avoid keeping stacks on file and
-allows individuals to assign specific time slots heaps of paper at your work station. Throw what all
to activities as per their importance. you don’t need.
-refers to making the best use of time as 2. Don’t misuse time- Do not kill time by loitering
time is always limited. and heaps or gossiping around. Concentrate on your
work and finish assignments on time.
Time Management includes: 3. Be focused- One needs to be focused for
1. Effective planning effective time management. Develop the habit of
Plan your day in advance. Prepare a To Do using planners, organizers, table top calendars for
List or a 5Task Plan6. Jot down the important
better time management. Set reminders on phones 5. Determine how the team will fit within the
or your personal computers. organization.
6. Establish a collaborative environment. -
Teamwork is built on trust. All employees should
LESSON 5: Workplace Team and feel comfortable asking questions, expressing
Environment their opinions and making suggestions. Each
person8s input should be highly valued.
Understanding how teams functions in the
Give a team a time to get to know one
workplace and their significance to the everyday
another and develop a relationship and style that
operations of an organization is important for the
works for them. It can take several weeks for
administrative professionals. You will be asked to
members to become accustomed to their roles
work on formal and informal teams throughout
within the team and to become comfortable
your lifetime.
enough to share their ideas
Team Defined - are group of employees who
work together towards a common goal----simply
put, people who work together to get a job done.
-A group of people with a full set of
complementary skills required to complete a
task, job, or project.

Building a Team Environment in the

Workplace
Steps to help you launch a successful work
team:
1. Choose your leader. Pick a manager who
you know your employees trust and will be willing
to follow.
2. Find the right team size. Some studies have
indicated that larger teams are more effective.
Small teams can foster closer working
relationships. For a small project, you might only
need three or four members. Larger, longer-term
projects may require a dozen or more members.
3. Pick your team members. Members should
bring a diverse set of skills and personalities to
the table which compliments the project and
helps the group reach its goal.
4. Set Roles. Clearly define each person’s
position, and what he or she needs to
accomplish within the team.