OFFICE PROCEDURES

Prepared by Maria Asuncion

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Ch. 14: Maintaining a positive attitude
•  On page 271, related to Customer Focus from
Ch. 12, we’ll be looking at how we can maintain a
positive attitude
•  What are a few terms we should know about?
•  Pollyanna attitude: a foolishly or blindly
optimistic attitude
•  Attitude: a state of mind or feeling with regard to
some matter or position
•  A positive attitude means you believe in yourself
Reflect on your attitude (p. 271)
•  Do you procrastinate in your coursework, putting
off homework to the last minute and then doing a
poor job?
•  Do you engage in activities harmful to your health
even though research shows the behaviour to be
harmful?
•  Are you extremely critical of everyone, including
yourself?
Guidelines (p. 271)
•  Practice visualization

•  Listen to yourself talk

•  Remind yourself often of your past successes

•  Surround yourself with positive people and ideas

•  Do not spend time with negative people

•  Continue trying to achieve whatever is important

to you until you are successful
Self-Check B (p. 271)
[10th possible entry to ePortfolio]
•  After reading Soft Skills: Maintaining a Positive

Attitude on page 271, complete Self-Check B

•  Send your document to

mariakasuncion@gmail.com
Project 14-8
[11th possible entry to ePortfolio]
•  Describe how you will continue to work on

developing a positive attitude

•  Send your document to

mariakasuncion@gmail.com

•  Example: https://tinyurl.com/mariaex275
Ch. 13: Meetings & Other Events
•  In an environment where businesses are
downsizing, you might expect fewer meetings;
however, the opposite is actually closer to reality
•  Resolving issues and making decisions by
working collaboratively in teams has become
more common
•  This collaborative approach has effectively
increased rather than decreased the number of
meetings that are being held
Professionals (p. 233)
•  Professionals could spend an average of 4 hours
a week in meetings, while managers could
possibly spend 50-80% of their workweek in
meetings
•  Meetings can be a good means of creating ideas,
sharing information & making decisions
•  It is then important that meetings are effective,
productive and necessary
Types of meetings (p. 234)
•  Let’s read over Figure 13-1 on page 234
•  Types of meetings:
•  Informal meetings: for a few people to go over
directions, plans, assignments and routine issues
•  Formal meetings: for board of directors
•  Ad hoc committee: disbands after specific project
•  Standing committee: formed for ongoing purpose
 Other types of meetings (p. 234)
•  Face-to-face meetings: Figure 13-2 on p. 235
•  Virtual meetings:
•  Teleconferences (or conference call)
•  Video conferences
•  Web conferences
•  Webinar: a presenter can share information and
conduct question-and-answer sessions with
participants
•  Webcast: primarily a presentation tool, which can
be broadcast to hundreds of people at the same
time in real time
•  Real time: happens at the moment, instead of
being recorded to view in the future
Before the meeting: roles & responsibilities (p. 237)
•  The meeting leader’s responsibilities:
•  Determine the purpose and objectives
•  Plan the agenda (Figure 13-4, p. 238)
•  Identify participants
•  Establish time and place
Other responsibilities (p. 239)
•  Confirm the meeting
•  Determine seating arrangements
•  Prepare and distribute the notice of meeting
•  Prepare and distribute the agenda
•  Prepare meeting materials
•  Make other arrangements
During the meeting: roles & responsibilities (p. 244)
•  The meeting leader’s responsibilities:
•  Follow the agenda
•  Determine the procedures (Figure 13-7, p. 245)
•  Manage time
•  Encourage participation
•  Facilitate decision making
Other responsibilities (p. 246)
•  Taking the minutes (Figure 13-8, p. 246 for tips,
and Figure 13-10 on p. 249 for an example)
•  Verbatim: word for word
•  Evaluate the meeting (Figure 13-9, p. 247)
•  Giving full attention to the meeting
•  Being courteous to everyone
•  Listening nonjudgmentally
•  Participating in discussions; turning off devices
Etiquette for int’l meetings (p. 250)
•  Learn and use proper greetings in all meetings
•  Do not use first names of participants
•  Acknowledge the leader of the other group(s)
•  Remember the hierarchical nature of international
participants and show respect to everyone
•  Disagree agreeably; some cultures don’t like
arguments
•  Avoid gesturing with your hands
•  Do not mistake a courteous answer for the truth
•  Understand the concept of time
Discussion items (p. 253)
[12th possible entry to ePortfolio]
•  Answer the Discussion Items 1 & 2 with complete

sentences. Be clear and specific with your

answers. You can use the chapter’s information to
help you

•  Send your document to

mariakasuncion@gmail.com