Content Standards | Concepts | Performance Standards/Performance Indicators | HCPS III Content Standards/ Benchmarks |
1.0 Evaluate work processes to implement practices which enhance office operations.
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Office Tool and Processes
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1.1 Determine the effectiveness (cost and productivity) of various office tools to ensure optimal efficiency. Office tools may include, but are not limited to:
a. Computers and software applications (using correct keyboarding techniques) such as operating system, word processing, spreadsheet, database, presentation, personal information management (e.g. calendar, contacts)
b. Copier
c. Facsimile
d. Scanner
e. Printer
f. Ten-key
g. Transcription equipment
h. Records management technology such as imaging, electronic inventorying, cameras (digital/video/still)
i. Web applications
(1) web conferences
(2) webinars
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| | Technology | Use current and emerging technologies effectively to create, manage, and present documents and handle multiple priorities. | |
Utilize various forms of communication and evaluate their effectiveness in transmitting information to provide effective customer service.
| Language Arts |
Demonstrate effective use of the English language (listening, speaking, reading, and writing) to avoid miscommunication with internal and external customers.
a. Follow and give oral and written instructions.
b. Recognize non-verbal cues and tones.
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2.1 Research and use current trends in technology to ensure effective workplace communication to improve internal and external customer service. This may include, but is not limited to:
a. E-mail
b. Internet
c. Personal Digital Assistant (PDA)
d. Global Positioning System (GPS)
e. Handwriting and speech recognition,
f. Video conferencing, Voice Over Internet Protocol (VOIP), Skype
g. Telephone (multi-line, functional, portable/Bluetooth)
h. LCD projectors
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| | Protocol |
Analyze business situations to apply the appropriate protocol to communicate effectively.
a. Recognize the chain of command, organization structure, and delegated authority.
b. Project a positive impression aligned with the company’s mission, image, and branding.
c. Demonstrate appropriate telephone and e-mail etiquette/netiquette (e.g. return calls and e-mail in a timely manner, tone of e-mail).
d. Accurately gather, record, and disseminate concise information to make decisions on customers’ requests and follow up in a timely manner (e.g. bullet points, executive summaries).
e. Recognize differences in global business practices such as:
(1) Virtual organizations, cultural sensitivity/business protocol.
(2) Protocol for correspondence and business writing, and business via the Internet. (i.e. Video conferencing, net meetings).
f. Determine differences in time zones both nationally (daylight savings time adjustments) and internationally when scheduling meetings, conference calls, webinars, etc.
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| | Formatting |
Create quality products that are accurate and appropriately formatted (e.g. bold, underline, color, spacing) for targeted audience(s).
a. Use appropriate business practices to format documents such as letters, envelopes, memorandums, reports, minutes, tables, databases, spreadsheets, presentations, forms, e-mail messages, etc.
b. Apply visual and audio content guidelines of aesthetics such as positioning of graphics, fonts, white space, spacing, alignment, etc., when producing documents and items for presentations for desired impact on targeted audience(s).
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| | Distribution Methods |
Select and use the appropriate distribution methods to efficiently and effectively deliver information and products (e.g. facsimile, e-mail, classes of mail and delivery services, etc.).
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Utilize technology to manage time and resources to maintain an efficient and effective office environment.
| Office Support/ Management/
Technology |
3.1 Demonstrate time management and multi-tasking skills by prioritizing work to fulfill responsibilities and meet deadlines.
a. Use organizational techniques, tools, and resources to manage projects and routine tasks (e.g. delegating, notetaking, calendaring/scheduling software, file management, etc.).
(1) Schedule meetings and appointments.
(2) Plan and organize meetings (e.g. prepare agenda, conduct a meeting, and prepare minutes.
(a) Arrange for appropriate accommodations and technical support for assigned business activity.
(3) Plan travel itineraries
(a) Make local, domestic, and international travel arrangements (e.g. air, lodging, ground transportation, related activities, including per diem rates, etc.)
(b) Complete post-travel documents
(4) Maintain a professional reading file and a tickler/pending file.
(5) Develop a records management system of electronic and manual filing.
(6) Establish and maintain a system for document and information storage, retrieval, archiving, and destroying.
(7) Organize and produce reports based on databases that organize business information such as:
(a) Client profile database and company contact
(b) Company organizational chart (e.g. protocol)
(8) Prioritize and take appropriate follow-up action for various office functions.
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| | Office Environment | Evaluate various aspects of office environments which may assist management and coworkers to operate efficiently and effectively.
a. Manage and maintain an effective office environment.
(1) Establish an office supplies inventory and purchasing schedule.
(2) Prepare an inventory record of hardware, software, furniture and equipment; and maintain records.
(3) Adhere to maintenance and repair contracts and schedules as well as suggested care of office equipment, for example, computers, printers, and photocopiers.
(4) Conduct a needs assessment and evaluate the need for purchases such as new equipment, software, telecommunications systems, furniture, and supplies.
(5) Organize work area for efficiency.
(a) Physical layout to maximize technological support
(b) Maximize space allocation to support changing office demographics
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Apply legal, ethical, and professional principles when appropriate to make effective decisions in a business environment and in dealings with people internal and external to the business organization.
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Ethical and Unethical Behaviors
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Evaluate the impact of ethical and unethical behaviors in the office environment. (e.g. federal laws, state laws, and industry/company-specific requirements encompassing such areas as: confidentiality, citing resources, following copyright laws, software piracy, records and information management, HIPAA, Sarbanes-Oxley, and others found at such websites as:
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| | Interpersonal Skills | Evaluate cooperative working relationships and the ability to work effectively in an intercultural environment to promote the organization and complete assigned tasks.
a. Evaluate circumstances in which the combined effort of a group may provide better solutions and create stronger teamwork
b. Identify where the expertise of others will be more effective and efficient in completing tasks and solving problems
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| Describe professional behaviors and evaluate their impact on internal and external service excellence.
a. Explain the importance of first impressions and their roles in providing service excellence.
(1) Greeting
(2) Voice quality
(3) Eye contact
(4) Body language
(5) Use of proper language
(6) Professional appearance
b. Discuss the various behaviors that define professionalism and analyze their impact on customers, co-workers, and supervisors.
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| | Success Skills | Demonstrate skills for success such as applying work ethics, job expectations, multicultural considerations, and communication skills in the workplace.
a. Demonstrate ability to establish successful working relationships, e.g, teamwork, self-control, courtesy, and giving and receiving constructive criticism.
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Professionalism and Ethics
| Demonstrate professional work habits accepted in the business environment.
a. Dress appropriately
b. Be dependable
c. Be punctual
d. Show initiative (e.g., volunteering, leadership)
e. Show willingness to learn and participate in business functions
f. Be accountable, i.e., accept responsibility for actions and decisions
g. Respect policies and guidelines
h. Evaluate and suggest changes to or improve antiquated/outdated policies, guidelines, and procedures.
i. Embody the tenets of your profession and your company/organization
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Respect the Rights of Others
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Demonstrate awareness of global, cultural, and political sensitivity respecting the rights of others’
a. Personal space
b. Confidentiality
c. Privacy issues
d. Diversity (EEOC regulations)
e. Americans with Disabilities Act (ADA)
f. Cultural sensitivity (age, gender, religion, sexual orientation, etc.)
g. Political correctness
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Discuss how emerging technologies affect the dynamic nature of communication and laws relating to ethical behavior.
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Analyze and synthesize information to develop strategies that ensure optimal business practices.
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Problem Solving and Analyzing Trends
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Use current and/or emerging trends in the profession to maintain or increase office productivity.
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Apply problem-solving skills to research, prepare, process, and communicate information utilizing current technology trends that contribute to the productivity and effectiveness of business decisions.
a. Recognize and apply problem-solving skills:
1) Identify and define the problem
2) Explore alternatives
3) Reason logically
4) Decide on best alternative
5) Implement the plan
6) Evaluate the strategy
b. Use research techniques and critical thinking skills to identify, analyze, and recommend potential resolutions and/or opportunities to enhance office operations and productivity. Research sources may include:
1) Mentoring
2) Sharing information/expertise
3) Conferencing (calls, division meetings, retreats, brainstorming sessions, etc.)
4) Professional organizations
5) Conferences and workshops
6) Trade shows
7) Professional development
8) Collaboration tools
9) Professional networking
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Anticipate problems to avoid delays, confusion, cost overruns, and miscommunication.
a. Research alternatives
b. Evaluate and recommend best alternative
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