Introduction to Business Procedures
Subtopics
1. Identify appropriate work habits and ethics including appropriate dress. |
2. Identify, evaluate, and select training resources for employee training programs. |
3. Develop/explain work processes and procedures (organizational and prioritizing skills). |
4. Coordinate staff work schedule and workload distribution. |
5. Contribute to development of job descriptions for staff. |
6. Discuss and analyze an employee performance evaluation. |
7. Maintain employee records. |
8. Update policy and procedures manual. |
9. Conduct new employee orientation and employee training. |
10. Create and maintain effective and productive work relationships. |
11. Work in a team to solve problems and share knowledge. |
12. Exhibit behaviors and actions to effectively motivate and lead people. |
1. Conduct a needs assessment of hardware, software, furniture, equipment, and supplies. |
2. Evaluate and recommend hardware, vendors, warranties, and purchasing options to solve specific problems. |
3. Remove, upgrade, store, and install computer hardware and supportive software. |
4. Navigate the basic operating system and internet applications. |
5. Manage files and folders. |
6. Identify and use appropriate help resources to learn software and hardware and to solve problems (e.g., help desks, online help, and manuals). |
7. Select and apply the appropriate productivity software to complete tasks. |
8. Identify, evaluate, and select software specific to an organizational function and/or industry. |
9. Select and apply multimedia software appropriate for specific tasks. |
1. Compose, give, and follow oral and written instructions. |
2. Identify good listening skills. |
3. Interpret verbal and nonverbal cues/behaviors to enhance communication. |
4. Locate/maintain telephone numbers and addresses. |
5. Identify proper techniques for answering, screening, and placing calls, including conference calls. |
6. Identify proper techniques for placing a caller on hold, transferring a call, and/or taking a message. |
7. Identify, analyze, and evaluate emerging communications technologies for use in organizations. |
8. Process electronic communications (e.g., fax, e-mail, file transmissions). |
9. Prepare and deliver oral presentations. |
10. Receive/greet visitors and clients; make introductions, and direct inquiries. |
11. Locate, organize, and reference information from a variety of sources to communicate with co-workers and customers/clients. |
12. Communicate with customers and other employees to foster positive relations, clarify workplace objectives, and provide feedback. |
13. Compose business documents such as agendas, reports, and correspondence. |
14. Develop and interpret tables, charts, and figures to support written and oral communications. |
1. Identify different types of leadership styles and describe characteristics of effective leaders. |
2. Identify the functions of management. |
3. List the responsibilities involved at the different levels of management. |
4. Interpret an organizational chart. |
5. Set priorities and develop efficient procedures for workflow and monitor work loads. |
6. Develop efficient office teams and apply skills to assigned activities and to resolve conflicts. |
7. Examine potential problems facing business and offer alternative solutions including contingency plans. |
8. Acquire, analyze, access, exchange, organize, and synthesize information to guide business decision making and to increase workplace efficiency and effectiveness. |
9. Identify, write, and monitor workplace performance goals to guide progress in assigned areas of responsibility and accountability. |
10. Manage quality-control processes to minimize errors and to expedite workflow. |
1. Explore business careers and examine job opportunities through various sources, including newspapers, employment agencies, personal inquiries, and the Internet. |
2. Develop a career plan. |
3. Prepare a letter of application, resume, employment application, and follow-up letter. |
4. Identify behaviors considered to be appropriate or inappropriate in a job interview. |
5. Identify the steps to follow in resigning from a position. |
6. Develop and maintain a portfolio and personal professional documents and certifications. |
7. Identify potential employment barriers for nontraditional groups and ways to overcome the barriers. |
8. Utilize career-advancement activities to enhance professional development. |
1. Identify characteristics of an efficiently organized workstation and recommend improvements in physical layout. |
2. Make decisions on best reprographics methods to use for a specific task including appropriate paper. |
3. Process incoming and outgoing mail, including electronic mail. |
4. Identify and coordinate special mail services and alternative courier and electronic mail services. |
5. Arrange and coordinate travel arrangements for supervisor or staff (e.g., reservations, itinerary). |
6. Demonstrate time management skills. |
7. Coordinate meetings, events, and activities related to the office. |
8. Use Personal Information Management applications (notes, calendars, contact information) to increase workplace efficiency and to facilitate on-time, prompt completion of work activities. |
9. Establish procedures to maintain workstation, equipment, materials, and supplies. |
10. Troubleshoot problems with office equipment to make repairs and/or to obtain technical support. |
11. Maintain office equipment such as printers, copiers, and fax machines (add toner, load paper, clear paper path, change cartridge). |
12. Manage preventive maintenance and repair of equipment. |
13. Implement processes for purchasing business supplies, equipment, and services. |
14. Identify types of business ownership. |
1. Establish and maintain document and information storage and retrieval system. |
2. Prepare and maintain an inventory record of software, furniture, hardware, equipment, and supplies. |
3. Maintain (index, code, sort, and file) alphabetical, subject, numerical, and chronological filing system and retrieve information from files. |
4. Maintain tickler file system and retrieve information from files. |
5. Maintain reference library, clippings, and historical records. |
6. Purge records and/or files. |
7. Convert and save data using scanning equipment. |
1. Identify major causes of office-related accidents and establish safety and security measures to maintain office safety. |
2. Adhere to privacy, safety and security policies and legislation (e.g., acceptable use policy, Web page policies, student photo policies, computer crime, fraud, abuse). |
3. Implement organizational policies and procedures for security, privacy, and risk management. |
4. Demonstrate knowledge of an emergency/disaster plan. |
5. Discuss basic issues related to responsible use of technology and describe personal or legal consequences of inappropriate use. |
6. Identify confidentiality concepts and policies in an office. |
7. Identify characteristics of professional conduct and work ethics (integrity, loyalty, honesty, courtesy, etc.). |
8. Analyze various ethical issues and problems related to the office including acceptable/unacceptable office behavior. |
9. Examine factors related to ergonomics and its importance to the office worker. |
10. Read, interpret, and adhere to software license agreements and legal mandates (e.g., ADA, Sarbanne-Oxly). |
1. Prepare banking transactions (deposit slips, reconcile bank statement, etc.). |
2. Use manual and electronic methods to complete payroll documents and other financial transactions. |
3. Apply uses of calculator or computer numeric keypad in solving business problems. |
4. Develop budgets for office and/or specific events and manage expenses. |
5. Complete purchase requisitions and vouchers for payment. |
6. Implement expense-control strategies to enhance a business’s financial well-being (budgets, expenses, contracts). |
7. Manage business records to maintain needed documentation. |
8. Record transactions to manage cash fund accounts such as petty cash. |
9. General finance terms and conditions. |
1. Create, format, and key business documents (agendas, statistical documents, correspondence, reports, etc.) using a variety of input technologies to maximize productivity (keyboarding, scanning, speech recognition, and digital cameras). |
2. Utilize software to revise, edit, save, and output documents. |
3. Transcribe business correspondence (correspondence, reports, minutes of meetings, etc.). |
4. Dictate notes and correspondence. |
5. Create and format tables, charts, and graphs. |
6. Perform a variety of word processing functions (merge text, sort data, search/replace data, create macros, use templates, etc.). |
7. Convert document from one operating system to another or one software program to another. |
8. Create, edit, and enhance spreadsheets. |
9. Create and edit a database. |
10. Extract useful information using search queries and generate reports. |
11. Integrate database, spreadsheet, graphic, and word processing files. |
12. Complete preprinted and electronic forms (applications, invoices, purchase orders, purchase invoices, checks, credit memos, and labels). |
13. Scan documents, data, or graphics for document use. |
14. Proofread and edit documents for accuracy and content, grammar, spelling, and punctuation. |
15. Develop a presentation and/or visual aids that include multiple slides with text and graphics. |
16. Demonstrate ability to use office and online references. |
17. Employ collaborative/groupware applications to facilitate group work (shared files, instant messaging, or virtual meetings). |
18. Reproduce and distribute documents and information. |