1. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–1 Chapter 4 Office roles and functions: Communication procedures

2. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–2 Communication procedures Figure 4.1 The two-way communication process

3. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–3 Effective communication  Sender  Message  Receiver  Perception

4. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–4 Feedback  Verbal communication  Non-verbal communication

5. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–5 Elements of communication  The communication channel  The context  Noise or interference

6. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–6 Communication barriers  Lack of courtesy  Inappropriate choice of words  Inadequate feedback  Inappropriate channel  Inappropriate message  Receiver inattention  Non-verbal conflicting signs  Poor layout of documents  Poor timing

7. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–7 Active/effective communication  Active listening  Effective listening

8. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–8 Breakdown of communication

9. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–9 Importance of listening  As a sender  As a receiver  Prevent misinformation  Improve morale  Improve teamwork

10. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–10 The electronic office  Not necessarily in one place  Work from home  Remote-control software  E-commerce

11. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–11 Remote access systems Figure 4.2 Remote-access computer systems

12. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–12 Components of an office  People  Records/data  Tools  Other resources

13. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–13 Role, functions, operations  Major roles of an office  Secondary  Complementary  Controlling

14. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–14 Operating office equipment  Photocopy documents  Use a fax machine  Use the telephone system  Bind documents  Use the computer network  Process documents

15. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–15 Understanding of processes  Identify and solve problems  Correct solutions  Complete forms  Prepare invoices  Order office supplies

16. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–16 Communicate effectively  Understand the hierarchy  Who is responsible for what  Products and services  Correct written replies  Difficult customers  Meetings and travel

17. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–17 Organisation structure  Goal-setting  Unity of functions  Production of goods or services  Marketing of goods or services  Controlling finance  Human resources  Administration  Work assignment

18. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–18 Organisation structure  Chain of command  Unity of command  Authority/responsibility  Span of control

19. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–19 Centralisation of an office Advantages  Uniformity  Little duplication  Assignment of workers  One supervisor Disadvantages  Access delays  No individual choice of system

20. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–20 Decentralisation of an office Advantages  Local control  Familiarity  No delays  Flexibility Disadvantages  No uniformity  Duplication  Less quality control  Decreased security  Higher costs

21. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–21 Management structure  Top management  Middle management  Operating management  Departmental operations

22. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–22 Organisation chart Figure 4.4 Organisation chart

23. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–23 Policies and procedures  Organisational policies  Decisions by management  Organisational procedures  Methods to implement decisions

24. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–24 Procedures manual  Organisation chart  Who is responsible  Format of documents  Telephone protocols  Accidents  Filing system  Use of office equipment

25. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–25 Importance of office layout Office workers Equipment Office layout Flow of work + Productivity + + =

26. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–26 Conventional layout  Advantage  Privacy  Disadvantages  Reduced communication  Ineffective work flow  Inflexible layout

27. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–27 Open-plan layout  Advantages  Flexibility  Easy communication  Lower construction cost  Disadvantages  Reduced privacy  High noise level

28. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 4–28 Open-plan office Figure 4.7 Open-plan office