MAM2055 Office Administration

Intermediate · 1 credit · BIT - Business, Admin, Finance and IT

Description: Students develop office administration skills and are introduced to basic mail and scheduling software.
Prerequisite: None
Parameters: Access to computer equipment, appropriate software, the Internet and support materials.

Outcomes The student will:

1 identify, explore and conduct research using a variety of Web browsers and search engines
2 access software options to improve productivity and efficiency
- 2.1 use software application tools to customize, navigate and edit, including:
  - 2.1.1 customizing toolbars
  - 2.1.2 using help features
  - 2.1.3 using proofing and editing tools to improve accuracy and efficiency
3 demonstrate basic functions in calendar software; e.g., appointments, meetings, tasks and notes
4 demonstrate use and maintenance of basic email software
- 4.1 examine various types of messaging software
- 4.2 differentiate between using email and messaging software
- 4.3 customize software features to find, arrange, organize, manage and archive email messages
- 4.4 compose, send and respond to email messages, including attachments
- 4.5 demonstrate how to manage messages and contacts, including:
  - 4.5.1 manage contact information and coordination of data with email and scheduling functions
  - 4.5.2 demonstrate the creation and usage of contacts and contact groups
  - 4.5.3 demonstrate appropriate use of carbon copy (cc), blind carbon copy (bcc) and group lists
  - 4.5.4 demonstrate correct use of digital signatures
- 4.6 demonstrate how to use task features to track information or assign tasks to others
5 develop effective skills for handling incoming and outgoing letter mail and parcels
- 5.1 explain how to deal with incoming letter mail and parcels, including:
  - 5.1.1 sorting, organizing and screening
  - 5.1.2 reading and annotating
  - 5.1.3 distributing
- 5.2 demonstrate how to complete postal change of address notifications and requirements
- 5.3 explain how to deal with outgoing letter mail and parcels, including:
  - 5.3.1 domestic and international mailing procedures and requirements
  - 5.3.2 metered mail
  - 5.3.3 courier, express and freight procedures and requirements
6 solve business calculations using an electronic calculator
- 6.1 identify business applications that require calculation skills; e.g., interest, expenses
- 6.2 calculate and convert values to solve a variety of business problems with an electronic calculator
7 develop effective skills for telephone conversations
- 7.1 demonstrate how to answer the phone in a professional manner
- 7.2 explain how to take and distribute messages
- 7.3 describe strategies for screening and transferring calls
- 7.4 differentiate between strategies for dealing with local, long-distance and international calls
- 7.5 place and participate in conference calls
- 7.6 identify how messages can be misinterpreted over the phone
- 7.7 describe and apply strategies used to deal with difficult conversations over the telephone
- 7.8 describe the hear-back method of promoting effective telephone communication
- 7.9 practise using effective communication techniques for telephone conversations
- 7.10 identify guidelines for providing a verbal telephone report to a supervisor
8 demonstrate basic competencies
- 8.1 demonstrate fundamental skills to:
  - 8.1.1 communicate
  - 8.1.2 manage information
  - 8.1.3 use numbers
  - 8.1.4 think and solve problems
- 8.2 demonstrate personal management skills to:
  - 8.2.1 demonstrate positive attitudes and behaviours
  - 8.2.2 be responsible
  - 8.2.3 be adaptable
  - 8.2.4 learn continuously
  - 8.2.5 work safely
- 8.3 demonstrate teamwork skills to:
  - 8.3.1 work with others
  - 8.3.2 participate in projects and tasks
9 identify possible life roles related to the skills and content of this cluster
- 9.1 recognize and then analyze the opportunities and barriers in the immediate environment
- 9.2 identify potential resources to minimize barriers and maximize opportunities