FINAL EXAM AOM

Question 1

WHAT ARE THE TYPES OF WORKPLACE TEAMS

Answer 1

PROJECT TEAMS

CROSS-FUNCTIONAL TEAMS

\SELF-DIRECTED WORK TEAMS

Question 2

THERE IS A CAUSE AND EFFECT RS BETWEEN THE 2

Answer 2

CUSTOMER AND EMPLOYEE SATISFACTION

Question 3

the best employees
prefer to work for companies that deliver the
kind of superior value that builds ——building loyalty has in fact become the caid test of leadership

Answer 3

customer
loyalty

Question 4

The
Loyalty Effect and Loyalty Rules

Answer 4

Fredrick Reichheld

Question 5

In, researcher Randy Brooks
reported on the relationship between financial success, customer satisfaction and
employee satisfaction.

Answer 5

2009 study in The Journal for Quality Participation

Randy Brooks

Question 6

is the professional practice of managing the records of an organization
throughout their life cycle, from the time they are created to their eventual disposal.

Answer 6

Record management (RM) is also known as records and information management
or RIM,

Question 7

The purpose of records management

Answer 7

GRC

managing the evidence of an organization activities

reduction of mitigation of risk
associated with it.

Question 8

is something that represent proof of existence and that can be used to
recreate proves state of existence, regardless of medium or characteristics.

Answer 8

record

Question 9

method of storing records

Answer 9

filing

Question 10

BASIC FILING TERMS

Answer 10

 Unit. Each part of a name is a unit. Names are alphabetized unit by unit, if there
are two parts in a name, the name has two units.
 Indexing. Indexing is determining the order and format of the units in a name.
 Alphabetizing. When you arrange names in alphabetical order.
 Case. The case of a letter refers to whether the letter is written as a capital letter
called uppercase or written as a small letter called lower case.

Question 11

is determining the order and format of the units in a name.

Answer 11

Indexing

Question 12

ALPHABETICAL FILING RULES AND PROCEDURES

Answer 12

Numbers go first
o 88 Company LLC will go first
o File numbers in ascending order, that is smallest to largest

 When you get to letters, initials go first within their letter designation
o W.L. and W.W. Lampe both begin with the letter W.L comes before W in
the alphabet, so look at the Initials first.
 W.L. Logistics followed by W.W. Lampe

 If a person‘s name is part of the title, use the first letter of the first name
o Bob Anders Corporation would file under B not A.

 Ignore the article ―the‖
o Where does The Candenton Association go? Not under T but C.

Question 13

are
commonly available. These programs instruct students in how to create and maintain
electronic records that hold information.

Answer 13

record technicians, also called information technicians

Question 14

is an assembly of people, especially the
members of a society or committee for discussion or
entertainments

Answer 14

Meeting

Question 15

is a formal meeting for discussion.
It is a formal get together where people talk
about a chosen topic, like when your office
holds a conference to talk about the problem of
snoring during meetings.

Answer 15

Conference

Question 16

Six types of Business Meetings for better Efficiency and Communication

Answer 16

SDPTII

Question 17

By failing to prepare, you are preparing to fail.‖

• Benjamin Franklin

Answer 17

By failing to prepare, you are preparing to fail.‖

• Benjamin Franklin

Question 18

HOW TO RUN EFFECTIVE MEETINGS AND CONFERENCES

Answer 18

1. Begin with a purpose. Decide first what is it that you want to achieve.
2. Micro-Meetings and Time savers. When setting aside your normal meeting
   time cut it into smaller segments of five to ten minutes each. Instead of including
   everyone in the meeting unnecessarily rather have a small meeting with the key
   people on a particular subject or project. Using micro meeting also means
   employees do not have to wait for a week or so before being able to meet on a
   pressing matter.
3. The importance of agenda. This follows on from having a purpose before the
   making. Make sure all relevant persons have the agenda beforehand.
4. Tick to the Clock. Cover only what needs to be covered and stick to the relevant
   topics and discuss points on the agenda.
5. Have an action plan for moving forward. It is vital that everyone leaves
   knowing the next step and when the next meeting will take place.

Question 19

is a company that offers travel advice and makes travel arrangements
for clients.

Answer 19

A travel agency-

Question 20

Travel Agencies
Since travel knowledge gained through study or first-hand experience may become
obsolete, the secretary should probably make most arrangements through a travel
agent. Furthermore, time can be saved by using the services.

Answer 20

Travel Agencies
Since travel knowledge gained through study or first-hand experience may become
obsolete, the secretary should probably make most arrangements through a travel
agent. Furthermore, time can be saved by using the services.

Question 21

Travel agencies operates as independent business, and they receive the commission
from the companies for which they sell series. The agency deducts the commission
form the quoted price of an airline ticket or room or car rental rate.

Answer 21

Using Travel Agency

Question 22

If you elect to make appropriate reservations, major airlines, car rental agencies, and
chain hotels and motels have toll-free information. Most of the airlines and car rental
agencies issue credit cards and accept those issued by major credit card companies.

Answer 22

Making reservation

Question 23

When your employer or other personnel travel frequently, management may want to
subscribe to one or more of the guides published by Reuben h Donnelly Publications,
2000 Clearwater Drive Oak Brook. L60521

Answer 23

Air Travel

Question 24

Perhaps the single most useful source of information for the secretary to use when
making travel arrangement is the Travel planner and hotel/motel guide.

Answer 24

Travel Planner and Hotel/Motel Guide

Question 25

All airlines provide free printed timetables showing flight information for the cities they serve. Although the information varies slightly, the timetables published by the different airlines are essentially the same and usually include the following

Answer 25

Airline timetables

Question 26

Executive seldom travel by train or bus when air transportation is available. Occasionally, on commercial airport is in the proximity of the place the person a need to travel and sometimes the weather forces the airlines to cancel flights.

Answer 26

Travel

Question 27

Your employer may have a preference concerning the hotel or motel, as well as the type of accommodations. Also you should check with the accounting department whether any hotel or motel gives discounts to representative of your company.

Answer 27

Room reservations

Question 28

You may have a travel agent reserve the car, or you may call the rental agency. Several companies have arrangements with car rental agencies whereby their employees receive a discount, therefore before reserving a car, you should ask your supervisor or contact the account office to determine whether your company receives a discount.

Answer 28

Car Rental

Question 29

How should employees make their travel arrangements?

Answer 29

a. Through a designated travel management company b. Through online booking system c. Through company travel agents d. Through any mechanism e. Through supplier websites f. A policy may require anyone planning a meeting with a defined number or attending employees g. Policy should encourage travelers who take at least one trip a year to complete a profile to be included online and in the travel management company global distribution system

Question 30

is the act of looking for employment, due to unemployment, discounted with a current position, or desire for a better position.

Answer 30

Job searching or job hunting or job seeking

Question 31

is the process of promoting a cause or plan. It is the promotion of a person in rank or status.

Answer 31

Advancement

Question 32

Rate your skills and see which careers are a match for the skills that are important to you.

Answer 32

ISEEK Skills assessment

Question 33

Use this tool to create a list your skills and match them a job types that use those skills.

Answer 33

Career One stop skills Profilers

Question 34

See how your interests related to the careers that fit you best.

Answer 34

MN Careers Interest Assessment

Question 35

Rate the activities you enjoy, your personal qualities and school subjects you like to see which career clusters are a match for your interests.

Answer 35

ISEEK Career Cluster Interest Assessment

Question 36

Identify the sources of job information. PLCTOE

Answer 36

Personal Contact Libraries and Career Centers Counselors The Internet Organizations Education and training Information

Question 37

are professionals trained to help clients assess their own strengths and weaknesses, evaluate their goals and values and determine what they want in a career.

Answer 37

Counselors

Question 38

Counselors can be found in: cvcps

Answer 38

 Placement offices in private vocational or technical schools  College career planning and placement offices  Vocational rehabilitation agencies  Counseling service offices offered by community organizations.  Private counseling agencies  State employment service offices.

Question 39

also known as a cover letter is a document sent with your resume to provide additional information on your skills and experience. typically provides detailed information on why are you qualified for the job you are applying for.

Answer 39

A letter of application

Question 40

What in include in a letter of Application?

Answer 40

Subject (for an email letter) List the job are applying for and your name in the subject line of your email message, so the employer is clear as to what job you are interested in and who you are. First Paragraph: mention the job you are applying for and where you found the listing. Middle Paragraph(s): What you have to offer the employer mention why your skills and experience are a good fit for the job. Last Paragraph‖ Say thank you to the hiring manager for considering you and note how you will follow up.  Signature End your cover letter with your signature, handwritten, followed by your typed name.

Question 41

is a document used by persons to present their background and skills. can be used for a variety of reasons, but most often these are used to secure new employment.

Answer 41

A resume

Question 42

used for academic purposes is more akin to the resume – a shorter, summary version of one‘s education and experience

Answer 42

The curriculum vitae (CV)

Question 43

Resources to help you strengthen your interview skills PMCG

Answer 43

Polishing your interview skills workshop Making a Great first impression in your interview and beyond workshop Career Cyber guide Getting feedback when you didn’t get the job

Question 44

Job Advancement strategies CCUP

Answer 44

Create Personal Brand Convey your Value Update your Career Documents Public Speaking and Media Interaction

Question 45

is the art of motivating a group of people to act toward achieving a common goal.

Answer 45

Leadership

Question 46

Leadership May or may not be a manager Must inspire followers Emphasizes innovation May be unconcerned with preserving existing structures Typically operates with relative independence May be less concerned with interpersonal issues

Answer 46

Management May or may not be a leader May or may not inspire those under them Emphasizes rationality and control Seeks to work within and preserve existing corporate structures Typically a link in the corporate chain of command May be more concerned with interpersonal issues

Question 47

- of leadership are based upon the belief that great leaders are made, not made. - Rooted in behaviourism, this leadership theory focuses on the actions of leaders not on mental qualities or internal states. - According to this theory, people can learn to become leaders through teaching and observation. - Are classified as such because they focus on the study of specific behaviours of a leader.

Answer 47

Behavioral Theories of Leadership

Question 48

“Behaviour is the mirror in which everyone shows their image.” – Johann Wolfgang von Goethe

Answer 48

“Behaviour is the mirror in which everyone shows their image.” – Johann Wolfgang von Goethe

Question 52

Two Important Behavioral Studies

Answer 52

Michigan Leadership Studies - It is a Behavioral Leadership theory that indicates the Institute for Social Research at the University of Michigan conducted empirical studies to identify styles of leader behaviour that results in higher performance and satisfaction of a group. Ohio State Leadership Studies - It is Behavioral Leadership Theory. Series of studies on leadership was done by the Ohio State University in 1945 to identify observable behaviour‘s of leaders instead of focusing on.

Question 53

Advantages of Behavioral Theory of Leadership:

Answer 53

promotes participative decision making and team development helps managers evaluate and understand how their behavioural style as a manager affects their relationship with the team helps managers find the right balance between different styles of leadership,

Question 54

It is a leadership theory developed by Paul Hersey and Ken Blanchard. - The fundamental underpinning of the is that there is no single ―best‖ style of leadership. - The effective leadership varies, not only with the person or group that is being influenced, but it will also depend on task, job or function that needs to be accomplished.

Answer 54

Situational Theory of Leadership

Question 55

Leadership Styles

Answer 55

S1: Telling – This is characterized by one-way communication in which the leader defines the roles of the individual or group and provides the what, how, why, when, and where to do the task.  S2: Selling – While the leader is still providing the direction, he is now using two-way communication and providing the socio-emotional support that will allow the individual or group being influenced to buy into the process.  S3: Participating – This is now shared decision making about aspects of how the task is accomplished and the leader is providing less task behaviors while maintaining high relationship behavior.  S4: Delegating – The leader is still involved in decision, however, the process and responsibility has been passed to the individual or group. The leader stays involved to monitor progress.

Question 56

– They generally lack the specific skills required for the job in hand and are unable and unwilling to do or to take responsibility for this job or task.

Answer 56

M1

Question 57

– They are still unable to take on responsibility for the task being done, however, they are willing to work at the task.

Answer 57

M2

Question 58

– They are experienced and able to do the task but lack the confidence to take on responsibility.

Answer 58

M3

Question 59

– They are experienced at the task, and comfortable with their own ability to do it well.

Answer 59

M4

Question 60

– According to him, ―The Situational Book ―, the leader‘s high, realistic expectation causes high performance of followers.

Answer 60

 Hersheys

Question 60

– According to him, ― Four combinations of competence and commitment make up what we call development level‖

Answer 60

Ken Blanchard

Question 60

development level‖

Answer 60

 D4: High competence and high commitment  D3: Moderate to high competence and variable commitment  D2: Some to low competence and low commitment  D1: Low competence and high commitment

Question 60

is a predetermined course of action, which is established to provide a guide toward accepted business strategies and objectives. In other words, it is a direct link between an organization‘s ̳Vision‘ and their day-to-day operations.

Answer 60

A ̳Policy‘

Question 61

‘ is to provide the reader with a clear and easily understood plan of action required to carry out or implement a policy.

Answer 61

̳Procedure

Question 63

Policies AIETDDA Are general in nature Identify company rules Explain why they exist Tells when the rule applies Describe who it covers Shows how the rule is enforced Describes the consequences Are normally described using simple sentences and paragraphs

Answer 63

Policies Are general in nature Identify company rules Explain why they exist Tells when the rule applies Describe who it covers Shows how the rule is enforced Describes the consequences Are normally described using simple sentences and paragraphs

Question 64

Procedures I E D S I G S A

Answer 64

Identify specific actions Explain when to take actions Describe alternatives Shows emergency procedures Includes warning and cautions Gives examples Shows how to complete forms Are normally written using and outline format

Question 65

A few ̳Critical‘ signs that your policies and procedures need to be reviewed and updated include:

Answer 65

An increase in the number of accidents, higher failure rates or costly overruns. More staff questions on ̳normal operations‘ or a feeling of general confusion within a department or division. Employees may also be demonstrating inconsistency in their job performance and there may be an increase in the workforce‘s stress levels. Customers are increasing complaints.

Question 65

Why create an on-line policies and procedure system ECRA

Answer 65

Ease of Access. Cost Effectiveness. Responsiveness. Accountability.

Question 66

responsible for the maintenance and distribution of policy records and up-to-date procedures along with providing guidance to you as policy (and procedure) owners will make your investment in preparing written documents a more rewarding effort.

Answer 66

Policy Coordinating Office

Question 67

Good Policies

Answer 67

o Policies are written in clear, concise, simple language. o Policy statements address what is the rule rather than how to implement the rule. o Policy statements are readily available to the campus community and their authority is clear. o Designated ―policy experts‖ (identified in each document) are readily available to interpret policies and resolve problems. o As a body, they represent a consistent, logical framework for campus action.

Question 68

Good Procedures

Answer 68

o Procedures are tied to policies. Making explicit this relationship along with how the procedure helps the campus achieve its goals or strategic plan helps ensure understanding and compliance. o Procedures are developed with the customer/user in mind. Well developed and thought out procedures provide benefits to the procedure user. o There is a sense of ownership among procedure users. For this reason, it helps to involve users in the development of campus procedures. o The procedures are understandable. Procedures should be written so that what needs to be done can be easily followed by all users. o When feasible, procedures should offer the user options. Procedures which are unnecessarily restrictive may limit their usefulness.

Question 69

Writing Style for Policy and Procedures Documents CFDIIN

Answer 69

 Concise, minimum of verbiage.  Factual—double-check accuracy!  Don‘t include information that may be quickly outdated (e.g., names).  If you use an acronym, spell it out the first time you use it.  Include step-by-step instructions for completing (paper or electronic) forms (procedures only).  Not too technical—simple enough to be understood by a new employee

Question 70

The following steps will help you get started.

Answer 70

1. Consult with the Policy Coordinating Office for questions about the components of a policy 2. Develop a document outline. 3. Verify the outline with your supervisor and other subject matter experts. 4. Determine who will be the writers/reviewers of your policy or procedure 5. Consult the style guidelines contained in this document. 6. As you develop your policy or procedure, keep the Policy Coordinating Office informed of your progress and seek their assistance where appropriate (e.g., as you determine the approvals that may be required). 7. Designate appropriate policy (or procedure) ―experts.‖ 8. Obtain the appropriate approvals. 9. Provide the final policy or procedure document to the Policy Coordinating Office in both electronic and hard copy form.