The Office: Procedures and Technology (5th Edition)

620 Pages·2006·12.6 MB·English

by  Mary Ellen Oliverio

The
Office
5e
P T
ROCEDURES AND ECHNOLOGY
M E O
ARY LLEN LIVERIO
Lubin School of Business
Pace University
New York, New York
■
W R. P
ILLIAM ASEWARK
Professor Emeritus
Texas Tech University
Office Management Consultant
Lubbock, Texas
■
B R. W
ONNIE HITE
Distinguished Professor
College of Education
Auburn University
Auburn, Alabama
■
Dianne Rankin,
Contributing Author
Australia • Brazil • Japan • Korea • Mexico • Singapore • Spain • United Kingdom • United States
The Office, Procedures and Technology, 5th Edition
Mary Ellen Oliverio, William R. Pasewark, Bonnie R. White
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TABLE OF CONTENTS
PART 1 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Chapter 1 Activity 1 Organizations in Your
The Office in the Business World 1
Community. . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Chapter 1 Activity 2 Balance Sheet. . . . . . . . . . . . . . 32
CHAPTER 1 The Office in a Changing
Business World 2 CHAPTER 2 Office Competencies 34
Topic 1-1 The Office Today . . . . . . . . . . . . . 3 Topic 2-1 Office Competencies Needed
Offices Are Information Driven for Employment . . . . . . . . . . . . . 35
Office Functions Are Varied National Overview of Employment
Technology in Modern Offices Employment Outlook for Office Workers
Virtual Office Overview of Office Competencies
Home Office Word Processing
Mobile Office Data Processing
Exercises: Information Management and
Reviewing the Topic. . . . . . . . . . . . . 11 Transmission
Making Decisions . . . . . . . . . . . . . . . 11 General Managing and Communicating
Reinforcing English Skills . . . . . . . . 12 Exercises:
Topic 1-1 Activity 1 Getting Acquainted with Reviewing the Topic. . . . . . . . . . . . . 46
Local Offices. . . . . . . . . . . . . . . . . . . . . . . . . . 12 Making Decisions . . . . . . . . . . . . . . . 46
Topic 1-1 Activity 2 Accessing the Web Site Reinforcing English Skills . . . . . . . . 47
for This Textbook . . . . . . . . . . . . . . . . . . . . . . 13 Topic 2-1 Activity 1 Jobs in Your Community . . . . . 47
Topic 1-1 Activity 3 Qualifying as a Home Office. . 14 Topic 2-1 Activity 2 Study an Occupational Field. . 48
Topic 1-2 The Office in Relation to the Topic 2-2 Developing Office
Total Organization . . . . . . . . . . . 15 Competencies . . . . . . . . . . . . . . . 49
Understanding Organizations Company Goals and Expectations
Types of Organizations for Employees
Businesses, Not-for-Profit Entities, Total Quality Management
and Governmental Units Continuous Management
Goals of Organizations Customer Satisfaction
Make Profits or Provide Services Ethical Standards
Structure of Organizations Teamwork and Diversity
Board of Directors Global Marketplace
Management Productivity and Cooperativeness
Department Employees Independence in Learning
FOCUS ON ... Employee Empowerment. . . . . . . . . 26 FOCUS ON ... Teamwork. . . . . . . . . . . . . . . . . . . . . 54
Exercises: Exercises:
Reviewing the Topic. . . . . . . . . . . . . 27 Reviewing the Topic. . . . . . . . . . . . . 60
Interacting with Others. . . . . . . . . . . 27 Interacting with Others. . . . . . . . . . . 60
Reinforcing Math Skills . . . . . . . . . . 28 Reinforcing Math Skills . . . . . . . . . . 61
Topic 1-2 Activity 1 Organization Chart . . . . . . . . . . 29 Topic 2-2 Activity 1 Checklist for Evaluating
Topic 1-2 Activity 2 Income Statement. . . . . . . . . . . 29 Team Projects. . . . . . . . . . . . . . . . . . . . . . . . . 62
iii
Topic 2-2 Activity 2 Professional Reading File. . . . 62 CHAPTER 4 Communicating in
Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Written Form 111
Chapter 2 Activity 1 Expectations of Employers. . . 65
Chapter 2 Activity 2 Employment Projections. . . . . 65 Topic 4-1 Reading and Writing at Work. . 112
Reading at Work
Understanding and Following
Instructions
Responding to Inquiries
PART 2
Using References and Databases
Managing Information to Enhance Improving Reading Skills
Productivity 66 Writing at Work
Characteristics of Effective Messages
Management of Writing Tasks
Exercises:
CHAPTER 3 Information: A Vital
Reviewing the Topic. . . . . . . . . . . . 125
Business Resource 67
Interacting with Others. . . . . . . . . . 125
Reinforcing English Skills . . . . . . . 126
Topic 3-1 Information Processing. . . . . . . . 68
Topic 4-1 Activity 1 Reading to Answer
Using and Managing Information
Inquiries. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Obstacles to Managing Information
Topic 4-1 Activity 2 Writing Procedures
Information Processing Activities
for a Task . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Information Technologies
Hardware and Software
Topic 4-2 Business Correspondence. . . . . 128
Networks
Preparing Effective Documents
Maintenance and Security Measures
Drafting and Revising
Exercises:
Editing and Proofreading
Reviewing the Topic. . . . . . . . . . . . . 88
Positive, Negative, and Persuasive
Interacting with Others. . . . . . . . . . . 88
Messages
Reinforcing English Skills . . . . . . . . 89
Business Letters
Topic 3-1 Activity 1 Equipment Inventory. . . . . . . . . 89
Repetitive Letters
Topic 3-1 Activity 2Local Area Networks. . . . . . . . 90
Envelopes
Memos and E-Mail
Topic 3-2 Information Systems and
Improving Communications in
Resources . . . . . . . . . . . . . . . . . . 91
Organizations
Typical Information Systems
Desktop Publishing
Traditional Information Resources
Exercises:
Electronic Resources
Reviewing the Topic. . . . . . . . . . . . 147
Intranets
Interacting with Others. . . . . . . . . . 147
The Internet
Reinforcing English Skills . . . . . . . 148
Finding and Sharing Information
Topic 4-2 Activity 1 Form Letters. . . . . . . . . . . . . . . 148
E-Commerce
Topic 4-2 Activity 2 Standard Letter Format. . . . . . 149
FOCUS ON ... Intranets to Extranets. . . . . . . . . . . . 98
Exercises:
Topic 4-3 Business Reports and Related
Reviewing the Topic. . . . . . . . . . . . 105
Documents . . . . . . . . . . . . . . . . 150
Interacting with Others. . . . . . . . . . 105
Informational Reports
Reinforcing Math Skills . . . . . . . . . 106
Analytical Reports
Topic 3-2 Activity 1Internet Use Report. . . . . . . . . 107
Gathering Data
Topic 3-2 Activity 2 Update Equipment
Researching Information Online
Inventory . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Writing the Report
Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Report Parts and Formats
Chapter 3 Activity 1 Privacy Policies . . . . . . . . . . . 109
Documentation
Chapter 3 Activity 2 Computer Security Tips. . . . . 110
Tables, Graphs, and Charts
iv
TABLE OF CONTENTS
FOCUS ON ... Voice Recognition Systems . . . . . . 154 Exercises:
Exercises: Reviewing the Topic. . . . . . . . . . . . 215
Reviewing the Topic. . . . . . . . . . . . 167 Interacting with Others. . . . . . . . . . 215
Interacting with Others. . . . . . . . . . 167 Reinforcing Math Skills . . . . . . . . . 216
Reinforcing Math Skills . . . . . . . . . 168 Topic 5-3 Activity 1 Create Presentation
Topic 4-3 Activity 1Memo Report with Table. . . . 168 Evaluation Form . . . . . . . . . . . . . . . . . . . . . . 216
Topic 4-3 Activity 2 Memo Report with Graph . . . 169 Topic 5-3 Activity 2 Deliver a Presentation
Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 and Evaluate Performance. . . . . . . . . . . . . 217
Chapter 4 Activity 1 Press Release . . . . . . . . . . . . . 171 Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218
Chapter 4 Activity 2 Leftbound Report. . . . . . . . . . . 172 Chapter 5 Activity 1 Research for a Presentation. . 219
Chapter 5 Activity 2 Team Presentation . . . . . . . . . 220
CHAPTER 5 Communicating Orally 173
CHAPTER 6 Processing and
Topic 5-1 Listening and Speaking. . . . . . . 174 Understanding
Importance of Listening Financial Information 221
Effective Listening Strategies
Speaking Effectively Topic 6-1 Cash and Banking Procedures. . 222
Proper Language and Tone Safeguarding Cash
Considering the Audience Billing Customers
Nonverbal Communication Receiving and Making Payments
FOCUS ON ... Body Language. . . . . . . . . . . . . . . . 183 Preparing Deposits
Exercises: Preparing Checks
Reviewing the Topic. . . . . . . . . . . . 184 Reconciling a Bank Account
Interacting with Others. . . . . . . . . . 184 Maintaining a Petty Cash Fund
Reinforcing English Skills . . . . . . . 185 Exercises:
Topic 5-1 Activity 1 Speaking and Listening Reviewing the Topic. . . . . . . . . . . . 241
in a Meeting. . . . . . . . . . . . . . . . . . . . . . . . . . 185 Making Decisions . . . . . . . . . . . . . . 241
Topic 5-1 Activity 2 Summarize Meeting Reinforcing Math Skills . . . . . . . . . 241
Proceedings. . . . . . . . . . . . . . . . . . . . . . . . . . 186 Topic 6-1 Activity 1Reconcile Bank Statement. . 242
Topic 6-1 Activity 2 Manage Petty Cash Fund. . . . 243
Topic 5-2 Planning and Preparing a
Presentation . . . . . . . . . . . . . . . 187 Topic 6-2 Financial Reports and Payroll. . 245
Identify the Purpose Budgets
Profile Listeners Income Statements
Develop the Message Balance Sheets
Visuals and Handouts Compensation Plans
Design Strategies Deductions from Earnings
Team Presentations Records for Payroll
Exercises: FOCUS ON ... E-Commerce and Planning
Reviewing the Topic. . . . . . . . . . . . 200 Strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Thinking Critically. . . . . . . . . . . . . 200 Exercises:
Reinforcing English Skills . . . . . . . 201 Reviewing the Topic. . . . . . . . . . . . 258
Topic 5-2 Activity 1 Plan and Organize a Making Decisions . . . . . . . . . . . . . . 258
Presentation . . . . . . . . . . . . . . . . . . . . . . . . . 201 Reinforcing English Skills . . . . . . . 259
Topic 5-2 Activity 2 Prepare Visuals and Topic 6-2 Activity 1 Payroll Register. . . . . . . . . . . . 260
Practice a Presentation. . . . . . . . . . . . . . . . 202 Topic 6-2 Activity 2 Supplies Budget . . . . . . . . . . . 260
Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Topic 5-3 Delivering a Presentation. . . . . 203 Chapter 6 Activity 1 Purchasing Schedule. . . . . . . 263
Practice and Prepare Notes Chapter 6 Activity 2 Monitoring a Budget. . . . . . . . 264
Communicate with the Audience Chapter 6 Activity 3 Projected Income
Use Visuals Effectively Statement. . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Answer Questions
Present Closing Remarks
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TABLE OF CONTENTS
PART 3 CHAPTER 8 Meetings and Travel 308
Managing Time, Tasks, and Records 266
Topic 8-1 Planning and Participating in
Meetings . . . . . . . . . . . . . . . . . . 309
Types of Meetings
CHAPTER 7 Time and Workstation
Planning a Meeting
Management 267
Participating in Meetings
Leading a Meeting
Topic 7-1 Time Management and
Brainstorming
Reminder Systems. . . . . . . . . . . 268
Group Dynamics
Manage Time Teleconferences
Common Time-Wasters FOCUS ON ... Web Conferencing. . . . . . . . . . . . . 323
Time Analysis Procedures Exercises:
Time Log Reviewing the Topic. . . . . . . . . . . . 324
Set Priorities and Plan Work Activities Thinking Critically. . . . . . . . . . . . . 324
Simplify Work Reinforcing English Skills . . . . . . . 325
Manual and Electronic Reminder Systems Topic 8-1 Activity 1 Agenda for a
Personal Digital Assistants (PDAs) Teleconference. . . . . . . . . . . . . . . . . . . . . . . 325
Scheduling Appointments Topic 8-1 Activity 2 Meeting and Action Plan. . . . 326
Tickler Files
Exercises: Topic 8-2 Arranging Travel. . . . . . . . . . . . 327
Reviewing the Topic. . . . . . . . . . . . 280 Preparing for Travel
Making Decisions . . . . . . . . . . . . . . 280 Itineraries and Reservations
Reinforcing English Skills . . . . . . . 281 Travel Etiquette
Topic 7-1 Activity 1Analyzing a Time Log. . . . . . . 281 Documents for Foreign Travel
Topic 7-1 Activity 2 Long-Term Portfolio Travel Safety
Project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282 Working Away from the Office
Follow-up Activities
Topic 7-2 Workstation Management and Exercises:
Office Safety . . . . . . . . . . . . . . . 284
Reviewing the Topic. . . . . . . . . . . . 343
Manage Your Workstation Thinking Critically. . . . . . . . . . . . . 343
Manage Ergonomic Factors Reinforcing Math Skills . . . . . . . . . 344
Manage Your Office Health Topic 8-2 Activity 1 Travel Reservations and
Workplace Safety Itinerary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Accident Prevention Topic 8-2 Activity 2 Travel Etiquette and Safety
Emergency Procedures Brochure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
Building Evacuation Plans Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Personal Security on the Job Chapter 8 Activity 1 Teleconference on Travel
Building and Office Security Etiquette and Safety. . . . . . . . . . . . . . . . . . . 347
FOCUS ON ... Workplace Wellness. . . . . . . . . . . . 290 Chapter 8 Activity 2 International Travel
Exercises: Arrangements. . . . . . . . . . . . . . . . . . . . . . . . 348
Reviewing the Topic. . . . . . . . . . . . 301
Thinking Critically. . . . . . . . . . . . . 301
Reinforcing English Skills . . . . . . . 302 CHAPTER 9 Records Management
Topic 7-2 Activity 1 Needs Assessment for Systems 350
Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
Topic 7-2 Activity 2 Preventive Maintenance Topic 9-1 Maintaining Office Records . . . 351
and Care of Equipment. . . . . . . . . . . . . . . . . 304 Storage Media, Equipment, and Supplies
Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305 Paper
Chapter 7 Activity 1 Prioritize and Schedule Magnetic and Optical Media
Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306 Microforms
Chapter 7 Activity 2 Office Safety Presentation . . 306 Cost Factors
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TABLE OF CONTENTS
Record Life Cycle Topic 10-1 Activity 2 Reprographics Equipment
Removing Records from Active Storage Presentation . . . . . . . . . . . . . . . . . . . . . . . . . 410
Disaster Recovery
FOCUS ON ... Disaster Recovery Plans. . . . . . . . . 365 Topic 10-2 Managing Magnetic, Optical,
Exercises: and Microfilm Media. . . . . . . . . 411
Reviewing the Topic. . . . . . . . . . . . 366 Records Management Software
Interacting with Others. . . . . . . . . . 366 Storing Files on Magnetic or Optical
Reinforcing Math Skills . . . . . . . . . 367 Media
Topic 9-1 Activity 1 Retention Schedule . . . . . . . . 367 Storing Magnetic and Optical Media
Topic 9-1 Activity 2 Records Management Database Management Systems
Job Descriptions. . . . . . . . . . . . . . . . . . . . . . 368 Image Processing Systems
Organizing Microforms
Topic 9-2 Paper Records Systems. . . . . . . 369 Retrieving Records on Microfilm
Components of a Paper Filing System FOCUS ON ... Protecting Online Records . . . . . . 417
Equipment, Supplies, and Procedures Exercises:
Alphabetic Filing Systems Reviewing the Topic. . . . . . . . . . . . 423
Name and Subject Files Interacting with Others. . . . . . . . . . 423
Numeric Filing Systems Reinforcing Math Skills . . . . . . . . . 423
Consecutive, Terminal-Digit, and Topic 10-2 Activity 1 Organizing Electronic Files. . 424
Middle-Digit Filing Topic 10-2 Activity 2 Electronic Files Index . . . . . . 425
Accession Log Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Alphabetic Index Chapter 10 Activity 1 Alphabetic Filing. . . . . . . . . . . 428
Chronologic Filing Systems Chapter 10 Activity 2 Electronic Files Backup. . . . . 428
Exercises:
Reviewing the Topic. . . . . . . . . . . . 384
Thinking Critically. . . . . . . . . . . . . 384
Reinforcing English Skills . . . . . . . 385
PART 4
Topic 9-2 Activity 1 Accession Log and
Alphabetic Index . . . . . . . . . . . . . . . . . . . . . 385 Mail and Telecommunication Systems 430
Topic 9-2 Activity 2 Numeric Filing. . . . . . . . . . . . . 386
Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387
Chapter 9 Activity 1 Tickler File. . . . . . . . . . . . . . . . 388
CHAPTER 11 Processing Mail 431
Chapter 9 Activity 2 Sorting Records
Geographically. . . . . . . . . . . . . . . . . . . . . . . 389
Topic 11-1 Incoming Mail Procedures. . . . 432
Procedures in Small and Large
Companies
CHAPTER 10 Managing Records 390
Opening Mail
Safety Precautions
Topic 10-1 Managing Paper Records . . . . . 391
Sorting and Distributing Mail
Prepare Records for Storage
Separating and Annotating Mail
Index, Code, and Sort Records
Prioritizing and Routing Mail
Cross-Reference Records
FOCUS ON ... Protecting Confidential
File and Retrieve Paper Records
Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437
Copy Paper Records
Exercises:
Office Photocopiers
Reviewing the Topic. . . . . . . . . . . . 443
Photocopying Procedures
Interacting with Others. . . . . . . . . . 443
Exercises:
Reinforcing Math Skills . . . . . . . . . 444
Reviewing the Topic. . . . . . . . . . . . 408
Topic 11-1 Activity 1Sort Incoming Mail. . . . . . . . . 444
Thinking Critically. . . . . . . . . . . . . 408
Topic 11-1 Activity 2 Annotate Letter and
Reinforcing English Skills . . . . . . . 409
Compose Reply. . . . . . . . . . . . . . . . . . . . . . . 445
Topic 10-1 Activity 1 Code and Cross-Reference
Letters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409
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TABLE OF CONTENTS
Topic 11-2 Outgoing Mail Procedures. . . . 446 Long-Distance and Toll-Free Services
Preparing Mail Controlling Telephone Costs
Stamping Mail or Printing Postage Exercises:
Handling Volume Mailings Reviewing the Topic. . . . . . . . . . . . 508
ZIP Codes and Address Format Thinking Critically. . . . . . . . . . . . . 508
Classes of Domestic Mail Reinforcing Math Skills . . . . . . . . . 509
Special Postal Services Topic 12-2 Activity 1 Company Telephone
International Mail Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509
Private Courier/Delivery Service Topic 12-2 Activity 2 Directory Research. . . . . . . . . 510
Interoffice Mail Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511
Exercises: Chapter 12 Activity 1 Telephone Conversations . . . 512
Reviewing the Topic. . . . . . . . . . . . 463 Chapter 12 Activity 2 Long-Distance Rates
Interacting with Others. . . . . . . . . . 463 Comparison. . . . . . . . . . . . . . . . . . . . . . . . . . 513
Reinforcing English Skills . . . . . . . 464
Topic 11-2 Activity 1 Calculate Postage. . . . . . . . . . 464
Topic 11-2 Activity 2 Compare Delivery Services. . 465
Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467
PART 5
Chapter 11 Activity 1 Mailing List and Flyer. . . . . . . 468
Chapter 11 Activity 2 ZIP Code Update. . . . . . . . . . . 468 Personal and Career Development 514
CHAPTER 12 Telephone Systems and
CHAPTER 13 Planning and Advancing
Procedures 470
Your Career 515
Topic 12-1 Telephone Technology and
Topic 13-1 An Effective Job Search. . . . . . . 516
Services . . . . . . . . . . . . . . . . . . . 471
Thinking About Careers
Transmitting Data Using Telephone
Planning a Job Search
Channels
Resume and Letter of Application
Telephony
Preparing for an Interview
Voice Communication Systems
Making a Good Impression
Facsimile and Videoconferencing
Anticipating Questions
Voice Mail
Follow-up Activities
Telephone Services
Documenting Your Job Search
Telephone Service Providers
FOCUS ON ... Online Job Search and Resume . . . 524
FOCUS ON ... Voice Mail. . . . . . . . . . . . . . . . . . . . 480
Exercises:
Exercises:
Reviewing the Topic. . . . . . . . . . . . 532
Reviewing the Topic. . . . . . . . . . . . 486
Thinking Critically. . . . . . . . . . . . . 532
Interacting with Others. . . . . . . . . . 486
Reinforcing Math Skills . . . . . . . . . 533
Reinforcing English Skills . . . . . . . 487
Topic 13-1 Activity 1 Application Letter and
Topic 12-1 Activity 1 Fax Procedures. . . . . . . . . . . . 487
Resume. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534
Topic 12-1 Activity 2 Voice Mail Messages . . . . . . 488
Topic 13-1 Activity 2 Follow-up Letter and
Job Search Diary . . . . . . . . . . . . . . . . . . . . . 534
Topic 12-2 Effective Telephone
Communications. . . . . . . . . . . . 489
Topic 13-2 The First Job and Beyond. . . . . 535
Making a Favorable Impression
Introduction to a New Job
Your Speaking Skills
Performance Evaluation
Your Attitude
Continuous Improvement
Proper Telephone Techniques
Promotional Possibilities
Effective Telephone Procedures
Changing Jobs
Handling Difficult Callers
Job Termination
Planning Calls
Job Portfolio
Using Printed and Online Directories
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TABLE OF CONTENTS
Exercises: Topic 14-2 Human Relations at Work . . . . 566
Reviewing the Topic. . . . . . . . . . . . 546 What You Can Expect from Your
Making Decisions . . . . . . . . . . . . . . 546 Supervisor
Thinking Critically. . . . . . . . . . . . . 547 What Your Manager Expects from You
Topic 13-2 Activity 1Letter of Resignation. . . . . . . . 547 Loyalty, Cooperation, and Ethical
Topic 13-2 Activity 2 Research Resources for Behavior
Training or Education. . . . . . . . . . . . . . . . . . 548 Meeting Deadlines
Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 549 Interacting with Coworkers
Chapter 13 Activity 1 Changing Jobs Interview. . . . 550 Resolving Conflicts at Work
Chapter 13 Activity 2 Role Playing Job Conflict Related to Ethical Behavior
Interviews . . . . . . . . . . . . . . . . . . . . . . . . . . . 551 Employment Laws and Regulations
Sexual Harassment
Discrimination
CHAPTER 14 Working with Others 552 FOCUS ON... Work/Life Balance. . . . . . . . . . . . . 573
Exercises:
Topic 14-1 Personal Qualities at Work. . . . 553 Reviewing the Topic. . . . . . . . . . . . 577
Your Personality at Work Interacting with Others. . . . . . . . . . 577
The Work Ethic Reinforcing English Skills . . . . . . . 578
Participation and Cooperation Topic 14-2 Activity 1 Encounter with a Manager. . 579
Dressing Appropriately for Work Topic 14-2 Activity 2 Research Sexual
Basic Work Manners Harassment Policies. . . . . . . . . . . . . . . . . . 579
Introductions Chapter Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580
Electronic Etiquette Chapter 14 Activity 1 Report on Unethical
General Courtesies at Work Behavior in Business. . . . . . . . . . . . . . . . . . 581
Exercises: Chapter 14 Activity 2 Compare Job
Reviewing the Topic. . . . . . . . . . . . 563 Opportunities. . . . . . . . . . . . . . . . . . . . . . . . . 582
Thinking Critically. . . . . . . . . . . . . 563
Reinforcing Math Skills . . . . . . . . . 564
Topic 14-1 Activity 1 Business Dress Codes. . . . . . 564
Topic 14-1 Activity 2 Tangible and Intangible Glossary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
Rewards of Work . . . . . . . . . . . . . . . . . . . . . 565 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591
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TABLE OF CONTENTS