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Business and Information Technology Education
Fundamentals of Administrative Technologies
This course builds on the core business skills and will provide students with the concepts, principles, and attitudes needed to understand how an office is operated and managed in a rapidly changing global environment. State-of-the-art personal computing is integrated throughout the course.
Blake McCrabb
Business and Computer Tech OR
Fundamentals of Technology
Office Procedures

-35 hours Correspondence

-Prepare and format effective business documents including, envelopes, letters, reports,faxes, e-mail, outlines, footnotes/endnotes, and minutes.

-Demonstrate knowledge of general mail procedures, including the different classes of mailings, sorting, and distribution of mail.

Customer Service

- Effectively apply conflict resolution techniques when dealing with internal customers as well as external customers.

-Demonstrate appropriate telephone etiquette when providing customer service, including appropriate manners when handling irate customers.


-Demonstrate the ability to effectively use the many types of filing systems, including subject, standard alphabetic, and numeric.


-Use appropriate procedures to effectively prioritize and manage time, projects, and resources.

-Apply appropriate business math skills to prepare business forms and complete financial transactions.

Reading Comprehension

-Demonstrate effective use of proofreading skills, including spelling, grammar, proofreading marks, and charts/graphs.


-Demonstrate proper parliamentary procedure and effectively plan a meeting.

-Use appropriate procedures and resources to make travel arrangements, including preparing/securing travel documents, creating itineraries, and providing appropriate confirmations.


-Identify and/or demonstrate the ability to use appropriate and effective language, resources, and organizations needed in an office environment.

Telephone Etiquette-5 hours Communication

-Identify common barriers to open communication.

-Identify appropriate customer care representative behaviors.

-Distinguish between idle conversation and dialogue.

-Demonstrate ability to determine customer expectations.

-Demonstrate ability to use fact-finding techniques.

-Demonstrate proper phone etiquette and techniques.-conference calls, voice mail, pagers, video conferencing, transferring calls, ending calls, taking messages, screening calls, placing callers on hold, and using cell phones.

Answering Phones

-Demonstrate proper technique for beginning and ending calls.

-Identify methods for showing customer empathy.

-Identify methods to build customer goodwill.

-Demonstrate methods for dealing with difficult callers


-Describe the importance of behavioral styles as it applies to telephone techniques.

-Describe the components of an ideal customer service environment.

Telephone Equipment

-Define and describe the following types of telephone equipment: speaker phone, multi-line phones, conference calls, video conference calls, and wireless communication devices.


-Define branding.

-Define customer service effectiveness.

-Define screening call.

-Define the phrase "our customers are blind".

Handling the Call

-Demonstrate fact-finding techniques.

-Differentiate when to use open and closed-ended questions.

-Model positive impression using proper communication techniques.


-Demonstrate proper word choice when dealing with customers.

-Demonstrate proper techniques when transferring calls.

Develop and Demonstrate Objective and Active Listening Skills, and Telephone Personality

-Demonstrate appropriate voice quality.

-Define the four standard behavioral styles: decisive, inquisitive, rational, and expressive.

-Demonstrate techniques for handling difficult customers.


-Define the following listener types: active, passive, cohesive, constructive, emotive.

-Demonstrate the ability to listen for meaning.

-Define the following barriers to effective listening: psychological, social, sensory, organizational, emotional, bias, difficult customer, physical, preoccupation, and hearing loss.

Word Processing Fundamentals-40 hours Revising and Printing

-Perform editing (e.g., cut, copy, and move information).

-Specify print options and print files.

-Set printing options for templates with fields.

-Set printing options to manage print jobs.

-Set page orientation.

-Check spelling/grammar.

-Set specialized language options.

-Identify Office Clipboard default settings.

-Utilize functions available on the task pane.


-Identify and use keyboard shortcuts.

-Select text (word,line, paragraph, document) using various methods (e.g., mouse clicks, click and drag, or keyboard combinations).

-Identify templates available in Word.

-Use wizards and templates to create documents.

-Use templates and add-ins to identify styles.

-Set and modify Smart Tag options.


-Format text for font,style, size, color, underline, effects and spacing.

-Format and modify margins.

-Apply borders and shading to paragraphs.

-Format and modify line and page breaks.

Word Processing General Knowledge

-Identify View formats.

-Use Views to display Headers/Footers.

-Identify shading types.

-Format text wrapping for clipart, shapes and text boxes.

-Identify default settings for Office Assistant.

-Identify toolbars andtoolbar buttons.

-Display, hide and modify toolbars.

Advanced Features

-Identify types of mail merge.

-Create a mail merge main document and data source.

-Identify other types of files that may be used in a mail merge.

Page Layout

-Set and edit tabs.

-Identify tab types.

-Format and modify table structure.

-Create, edit, apply and delete styles.

-Identify on-screen formatting information including breaks, paragraphs markers and tabs.

-View styles applied to a document.

Document Creation

-Open previously created documents and identify components of the open window.

-Save files in specified locations and formats and identify components of the save window.

-Insert breaks (e.g., page, column, text wrapping, and section).

-Format multicolumn layouts.

-Modify text case using Change Case option.

-Use find/replace function.

-Locate and identify items in the drop down menus.

Spreadsheet Fundamentals-40 hours Charts

-Identify fill effect options for chart titles.

-Insert a chart using the chart wizard.

-Insert and modify charts in a worksheet.

-Be able to identify if a presented chart accurately represents worksheet data show in a table.

-Insert a legend.

-Apply fill effects to a chart background.

-Insert and modify a PivotChart.

-Add titles to various areas on a chart.

Data Entry

-Modify reference to an external data link.

-Enter data into a worksheet using a Data Form.

-Use Spell-check.

-Accept labels in formulas (change numbers to text).

-List allowable characters for naming cells.

-Create and use defined names in formulas instead of cell references.

-Name the filename that stores the custom dictionary information. (CUSTOM.DIC)

Data Manipulation

-Apply Merge & Center formatting.

-Sort worksheet data.

-Apply borders and shading for a cell.

-Apply validation criteria to restrict data entry of a cell.

-List the allowable types of criteria for validating data.

-Insert and modify data.

-Apply and use various AutoFilter commands.

-Convert text from uppercase to lowercase.

-Identify & change number formats, including currency, date & time, percentage formats,and scientific notation.

-Apply conditional formatting to a range of cells.

-Filter data in place using the Advanced Filter command.

-Use the Paste Special command to transpose a range of data from a column to a row.



-Use Error Checking.

-Insert arithmetic formulas into worksheet cells.

-Use common worksheet functions (e.g. SUM, AVERAGE, COUNT, DATE, IF, MID).

-Use iteration command.


-Identify various diagram types.

-Identify default media file types.

-Apply shadow effects for an object.

Software Interface

-Use interactive worksheet components.

-Switch between sheets in an interactive workbook.

-Use the Research Task Pane.

-Apply formatting to interactive worksheets.

-Protect a shared workbook.

-Use the Freeze Pane command.

-Identify common buttons of the Formatting toolbar.

-Reset toolbar usage data.

-Share workbooks and remove a user from a workbook.

-Rename a worksheet.

-Print comments in a worksheet.

-Identify common buttons on the External Data Toolbar.

-Insert objects in custom headers or footers.

-Set and clear Print Areas.

-Print spreadsheet gridlines.

-Activate and de-activate ScreenTips.

-Use the Compare Side by Side toolbar to reset widow positions.


Career Cluster Resources for Business, Management, and Administration:
Required Brainbench Certifications (or equivalent industry certifications):
Word (any level)
Excel (any level)
Telephone Etiquette
Office Procedures


Recommended Additional Competency Testing:
MS PowerPoint (any level)
Customer Assistance
Listening Skills
MS Outlook
MS Access (any level)
Data Entry/10-key
Brainbench or Microsoft Office Specialist
Career Cluster Resources for Business, Management, and Administration

Burrow and Everard. Business Principles and Management, Southwestern, 2004.

Caroselli, Marlene. Interpersonal Skills, Southwestern, 2003.

Crowley, New Perspectives on Integrating Office XP-Essentials, Southwestern, 2002, ISBN #0-619-16163-9.

DDC Learning Office, Pearson

DDC Learning Offfice 2003, Deluxe

DDC Learning Microsoft

File Tutor

Microsoft Office Benchmark Series, EMC/Paradigm Publishing.

Microsoft Office Applications: Introductory, Course Technology.

Oliveria and Pasewark, The Office: Procedures and Technology 4E, Southwestern, 2003.

Office XP Core-Hinkle, Cain, Marple, and Stewart-A Professional Approach, Glencoe ISBN #0-07-825299-7.

Microsoft Office XP-Pasewark-Course Technology.

New Perspectives on Microsoft Office XP-Course Technology.


Shelly Cashman Series, Course Technology.

Microsoft Word Comprehensive Concepts and Techniques

Microsoft Excel Comprehensive Concepts and Techniques

Microsoft PowerPoint Comprehensive Concepts and Techniques

Microsoft Windows Comprehensive Concepts and Techniques

Telephone & Voice Mail--Massen, Sharon, Southwestern, 2002, ISBN 0-538-43268-3.
Career Majors That Sequence This Course
Career Cluster Pathway Career Major
Finance Business Financial Management & Accounting Accounts Payable/Receivable Clerk
Business Management & Administration Administrative & Information Support Administrative Assistant
Business Management & Administration Administrative & Information Support Administrative Medical Assistant
Business Management & Administration Administrative & Information Support Bilingual Customer Service Representative
Business Management & Administration Administrative & Information Support Customer Service
Information Technology Information Support and Services Database Business Analyst
Business Management & Administration Administrative & Information Support Electronic Health Record Specialist (EHR Specialist)
Business Management & Administration Administrative & Information Support Executive Administrative Assistant
Finance Business Financial Management Financial Assistant
Finance Business Financial Management & Accounting Financial Clerk
Finance Banking & Related Services Financial Customer Service
Finance Business Financial Management & Accounting Full Charge Bookkeeper
Hospitality & Tourism Lodging Hospitality and Tourism Manager
Business Management & Administration Human Resources Human Resources Assistant
Finance Insurance Services Insurance Customer Service Representative-Life and Health
Finance Insurance Services Insurance Customer Service Representative-Property & Casualty
Business Management & Administration Administrative & Information Support Medical Insurance Coder
Business Management & Administration Administrative & Information Support Medical Office Assistant
Business Management & Administration Administrative & Information Support Medical Transcriptionist
Business Management & Administration Administrative & Information Support Microsoft Office Specialist
Business Management & Administration Administrative & Information Support Office Information Specialist
Finance Business Financial Management & Accounting Payroll Accounting Clerk
Transportation, Distribution & Logistics Warehousing and Distribution Center Operations Warehouse Distribution/Logistics Technology Specialist