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Business and Information Technology Education
Office Administration & Management
This course builds on the Fundamentals of Administrative Technologies. It focuses on higher-level content and strategies necessary to effectively engage students in technology and managerial skills needed for success in competitive business careers. This course is designed to enhance administrative support and management skills needed in the workplace.
Jaclyn Arnold
(405) 743-5419
Fundamentals of Technology or Business and Computer Technology
Fundamentals of Administrative Technologies
Administrative Technologies II is recommended
Communication and Perception
-Define the following: prejudice, stereotyping, discrimination, racism, and ethnocentrism.
-Describe how to build empathy with your audience through observing verbal and nonverbal behavior.
-Describe how preconceived notions and common characteristics affect communication.
-Describe listening, positive self talk, internalizing, and externalizing.
-Describe methods to establish positive relationships with peers, subordinates, and supervisors.
-Define the following: role specialization,expressed struggle, and feedback.
-Explain when physical contact in the workplace is appropriate.
-Define communication in an organization.
-Explain the role self-concepts such as self-confidence, self-doubt, and anxiety play in communication.

Nonverbal Communication
-Describe how nonverbal messages affect the communication process.
-Describe how gender affects nonverbal communication.

Technology: Oral & Written Communication
-Describe hyperlinks.
-Identify the steps in planning and organizing written materials.
-Describe cause and effect.
-Describe the difference between rough drafts, revisions and final documents.

Verbal Communication & Language
-Describe the difference between open and closed questions.
-List the three most common reactions of people when confronted.
-Define third forces.

-Define paraphrasing, empathizing, and the halo effect.
-Describe the peak time of remembering.
-Describe techniques that aid memory.
-Describe how noise or static interferes with listening.

Group Communication & Teamwork
-Define adjudication, organizational conflict, principled negotiation, functional concept of leadership, objective, groupthink, liaison, and conflict resolution.
-Describe the role of a leader.

Intercultural Communication
-Describe the importance of knowing other cultures.
-Define high-context culture and low-context culture.
-Describe barriers to effective intercultural communication.
-Describe how cultural customs affect communication.
-Explain how idioms can create problems.

Interviewing & Communication
-Explain how poor grammar, spelling, and formatting effect communication.
-Describe the function of employment tests and assessment centers.
-Describe cold calling techniques.
-Describe Equal Employment Opportunity Act and Equal Opportunity Employer.
-Explain the process of researching corporate culture.

-Apply problem-solving techniques and/or critical thinking skills to address supervisory issues such as conflicts at work, emergency situations, and procedures.
-Apply appropriate and most effective business writing techniques for business correspondence such as punctuation, grammar, proofreading standards, and correct document formats.

-Demonstrate appropriate filing standards and procedures.
-Perform effective research, including Internet, documents, and other resources.
-Practice effective document storage and retrieval procedures.

-Prepare basic financial records such petty cash reports, pay scales, pricing tasks, projections sheets, and sales tax.
-Prepare proposal requests.

Human Resources
-Complete human resources communication documents such as benefits and wage compensation, employee appraisals, training and development.

Interpersonal Communication
-Demonstrate appropriate communications skills, both oral and written.
-Demonstrate appropriate etiquette in person, on the telephone, and through correspondence/emails.
-Demonstrate professional networking habits.
-Practice effective methods of motivating co-workers, mentoring, and training new employees.

-Utilize appropriate software, people, and other resources to effectively plan and meet business needs.
-Determine and implement appropriate tickler files for electronic and non-electronic data.

-Initiate self-direction learning as needed to maintain current in both hardware and software needs.
-Develop working knowledge of basic hardware needs.
-Demonstrate effective telephone management techniques.

Career Self-Management
-Define the networking concept.
-Identify the benefits of networking.
-Apply conflict resolution techniques when dealing with upper management.
-List effective methods to manage and lead your employees.
-Identify career self-improvement plans and actions to further your career such as mentoring, obtaining continuing education.

Conveying & Understanding Ideas
-Identify effective techniques to communicate with your employees including asking for feedback,providing adequate information, and understanding the employees' perspective.
-Define the causes of conflict in the workplace.
-List effective practices for formal and informal presentations.

Leading People
-Demonstrate knowledge of career planning and guidance to employees.
-List effective ways to motivate and provide rewards for employees.
-Describe techniques to obtain information from employees to solve problems.

Leadership Approaches & Styles
-Identify internal and external best practices such as cost management, productivity, and customer satisfaction.
-Describe different approaches to lead employees based on their background and styles.
-Define effective group interaction strategies.
-Define and apply team management strategies.

Decision Making
-Define and apply the steps for prioritizing and setting goals.
-Identify the benefits of prioritizing and setting goals.
-Apply effective decision making strategies.

Understanding the Business World
-Identify the key areas managers must monitor such as operations, finance, people, and information.
-Demonstrate knowledge of various laws that affect business such as Americans with Disabilities Act, Civil Rights Act of 1964, Equal Employment Opportunity Commission, religious discrimination, and sexual harassment laws.
-Identify obstacles when managing change.
-Define the characteristics of implementing change such as assigning responsibilities, delegating and empowering others, removing organizational obstacles, and allowing for and contributing needed resources.
-Identify the different styles of executing organizational change such as rational, empirical, display of power & ownership, and informative & decisive.
-Analyze the ways and to what degree your organization is affected by the global economy.

Using an electronic address book
-Make a list of contacts.
-Demonstrate views.

Demonstrate Electronic Mail Management
-Compose an electronic message.
-Open an electronic message with an attachment.
-Send an electronic message with an attachment.

Printing Documents
-Change the page setup on a document.
-Use more than one print style in a document.
-Print a document.

Using Schedules and Calendars
-Make appointments and schedule events on the calendar application.
-Change calendar views from monthly to weekly.

Using Journals and Notes
-Create a note.
-Journalize entries.
-Change options and views in the note application.

Organizing Electronic Messages
-Create a folder for junk mail.
-Create message rules.
-Change views in the electronic message application.

Using Program Basics
-Save a contact list and track activities on electronic e-mails.
-Use the help feature to assist with a task to perform.
-Demonstrate the use of menus and toolbars.
-Use the navigation pane to toggle between documents.
-Set the security on a document.
-Set up a user profile in electronic e-mail.

Using Tasks
-Create tasks in the task application.
-Create a folder in the task application.
-Change views in tasks.

Using a Desktop Publishing Application
-Set up customization for publications.
-Create a publication design.
-Enter and edit data.
-Place a table within a publication.
-Create a mail merge with a data source.
-Insert a graphic.
-Insert sound and video in a publication.
-Utilize multiple applications to create a publication.
-Use the page layout to format characters and paragraphs.
-Insert page elements.
-Print documents using color considerations.
-Produce a small publication.
-Produce a large publication.
-Use the help on the local hard drive.
-Use online help.
-Create a template.
-Find common solutions to problems that occur.
-Produce a web page from a publication application.


Career Cluster Resources for Business, Magagement and Administration:
Required Brainbench Certifications (or equivalent industry certifications):
-Interpersonal Communications
-Microsoft Office Fundamentals
-Office Management
-Managing People

Recommended Additional Brainbench Competency Testing:
-MS Access (any level)
-MS Outlook (any level)
-MS PowerPoint (any level)
-Computer Fundamentals
-Listening Skills
-Data Entry/10-key
-Business Concepts
-Filing (US)
A Guide to Microsoft Office 2013, Lawrenceville Press, Paradigm.
Burrow and Everard. Business Principles and Management, Southwestern, 2004.
Integrated Business Projects, Cengage Learning.
Integrated Computer Projects, Paradigm Publishing.
Interpersonal Skills, Marlene Caroselli, South-Western, Cengage Learning.
Microsoft Office 2007: Advanced Concepts and Techniques, Cengage Learning.
Microsoft Office 2010: Advanced, Cengage Learning.
Microsoft Office 2010: Illustrated Projects, Cengage Learning.
Microsoft Office 2013: Illustrated Projects, Cengage Learning.
Microsoft Office Applications Advanced Course, Cengage Learning.
New Perspectives on Microsoft Office 2007, Cengage Learning.
Procedures and Theory for the Administrative Professional, Fultin, Calkins, Shultz, Cengage Learning.
The Office: Procedure and Technology, Oliverio, Pasewark, White, Cengage Learning.

Business Management and Administration Career Cluster: Resources by Subject:

Free Resources:
GCF LearnFree:
Microsoft Office 2010: Ultimate Tips and Tricks, Matt Smith.
Microsoft Office Reference Guide: http://freecomputerbooks.comMicrosoft_Office_Reference_Guide.html.
What's New in Office 2013 - Your Unofficial Overview:

Interactive Tools:
MindTap, Cengage Learning.
SAM, Cengage Learning.
SNAP, Paradigm.

Greg Reference Manual, McGraw-Hill.
Greg Reference Manual - Basic Worksheets, McGraw-Hill.

Suggested reading:
Communication and Gender, Pearson.
Getting Past No: Negotiating in Difficult Situations, William Ury.
Use Both Sides of Your Brain, Tony Buzan.
Career Majors That Sequence This Course
Career Cluster Pathway Career Major
Business Management & Administration Administrative Support Administrative Assistant
Business Management & Administration Administrative Support Bilingual Customer Service Representative
Business Management & Administration Administrative Support Executive Administrative Assistant
Business Management & Administration Administrative Support Executive Administrative Assistant I
Finance Business Finance Financial Assistant
Hospitality & Tourism Lodging Hospitality and Tourism Manager
Business Management & Administration Human Resources Management Human Resources Assistant
Business Management & Administration Administrative Support Microsoft Office Specialist
Business Management & Administration Administrative Support Office Information Specialist