Basic business skills 2009 book 1 teacher guide

BasicBusinessSkills

Book

Teacher’s Guide 1

Units 1–6

Basic Business Skills

Book

Teacher’s Guide

1

Units 1–6

Developed by:

Academic Curriculum & Testing Unit, Program Development Division

Saudi Aramco Box 113, B-223, Dhahran

Basic

Teacher’s Guide

Units 1–6

BusinessSkills

Copyright © Saudi Aramco, 2009. All rights reserved.

No portion of this book may be reproduced, by any process or technique,

without the express written consent of Saudi Aramco.

Contents

Unit 1: Office Organization

1. Maintaining Good Office Practices........................................................1

2. Maintaining Office Security...................................................................7

3. Making a To-Do List............................................................................13

4. Prioritizing Tasks.................................................................................19

5. Managing Your Tasks in Outlook.........................................................25

6. Scheduling Appointments in Outlook .................................................31

7. Using Outlook Notes ..........................................................................39

8. Managing Your Contacts in Outlook...................................................45

9. Maintaining Inventories......................................................................51

Unit 2: Office Resources on the Intranet

1. Introducing the Saudi Aramco Intranet ...............................................55

2. Using the Intranet Top Bar Links Section .............................................63

3. Using the Intranet Side Bar Links Section ............................................71

4. Using the Intranet Lower Bar Links Section .........................................75

5. Using the Saudi Aramco Phone Book..................................................85

6. Using the Corporate Identity Guidelines..............................................97

7. Using the Industrial Relations Manual ...............................................103

8. Using the Management Guide..........................................................111

9. Using HR Online ...............................................................................121

10. Using Outlook Web Access E-mail ..................................................127

Unit 3: Office Equipment

1. Using a Calculator ............................................................................133

2. Using a Photocopier .........................................................................139

3. Using a Fax Machine.........................................................................145

4. Using a Printer..................................................................................155

5. Using a Scanning Device...................................................................161

6. Using a Shredder..............................................................................167

7. Using an Office Telephone................................................................173

Unit 4: Business Correspondence

1. Managing Your E-mail Correspondence in Outlook...........................181

2. Handling Incoming and Outgoing Mail .............................................189

3. Preparing Business Letters.................................................................201

4. Preparing Fax Cover Sheets...............................................................207

5. Preparing Routing Slips.....................................................................211

6. Checking Your Work ........................................................................217

7. Correcting Your Work.......................................................................223

Unit 5: Customer Relations

1. Telephone Etiquette..........................................................................227

2. Taking Messages...............................................................................235

3. Answering Inquiries..........................................................................243

4. Welcoming Visitors...........................................................................251

5. E-mail Etiquette................................................................................259

Unit 6: Office Filing Practices

1. Using a Filing System........................................................................269

2. Using an Alphabetical Filing System..................................................277

3. Using a Numerical Filing System........................................................283

4. Using a Chronological Filing System..................................................291

5. Using a Tickler File............................................................................297

Appendices

A: My Checklist for Proofreading ..........................................................303

B: Proofreaders’ Marks..........................................................................305

Glossary ...........................................................................................................311

Office

Unit

Organization 1

1 Maintaining Good Office Practices

2 Maintaining Office Security

3 Making a To-Do List

4 Prioritizing Tasks

5 Managing Your Tasks in Outlook

6 Scheduling Appointments in Outlook

7 Using Outlook Notes

8 Managing Your Contacts in Outlook

9 Maintaining Inventories

Office Organization 1

1 Preview

Office Practices

Maintaining Good

Lesson1

Discuss the questions with your

classmates and teacher.

1

2

1. In which of the two offices would you prefer to

work? Why?

2. Do you keep a messy study area at home or is it

neatly organized?

3. Do you think that being organized at work is a

good idea? Why?

4. What may happen if you are disorganized at

work?

2 Basic Business Skills • Teacher’s Guide

2 Maintaining Good Office Practices Read the passage about maintaining

good office practices. Then discuss it

with your classmates and teacher.

You will learn and practice many skills in this course for example, filing, timekeeping, and business

writing. These are specific clerical skills you must learn in order to perform well in your job. However,

in addition to these job-specific skills, you will be introduced to more general office practices,

such as organization, safety, punctuality, and teamwork. Adopting these practices will make you

a more efficient and professional employee.

First, an organized office will make your job easier. For example, do not have too many personal

items in your office. They clutter your space and distract you at work. Keep your work area clean

and neat. If you spill coffee or water on your desk, clean it immediately. Place items that you use

frequently, such as pens, pencils, and stapler, near you. Store papers and documents in folders.

Keep them in your drawers when you are not using them.

Second, safety at the workplace is everyone’s responsibility. Keep all electrical cords away from

walkways. Someone may trip on the cords. Also, call maintenance to replace any worn electrical

cords. They may cause fires or electric shock. Store supplies inside cabinets, not on top. Open

drawers only one at a time. Close them after you use them. Push your chair under the desk when

you leave the office.

Third, punctuality and teamwork are also important practices in the workplace. You should be on

time for work in the morning and after lunch. Do not leave work early. If you are going to miss work

because of sickness, inform your supervisor first thing in the morning or as soon as possible.

Finally, be a good team player. Work well with your coworkers. Do your share when working on a

team project. Always be helpful and polite. Do not bring music to the office. It is distracting, and

you should try not to disturb others when they are working.

Office Organization 3

3 Understanding Good Office Practices Discuss these questions with your

partner. Take notes. Number 1 is

the example. My Notes

It disturbs others

1. Why is it not a good idea to play music in

the office?

2. What are the four main office practices?

3. What should you do when you work on a

team project?

4. What should you do if you have to miss

work or are going to be late?

5. Why should you keep your drawers closed

when you are not using them?

1. Organization

2. Safety

3. Punctuality

4. Teamwork

Do my share/be a team player

Call my supervisor

For safety

4 Basic Business Skills • Teacher’s Guide

4 Identifying Office Practices

1. Maintain a clean desk and office.

2. Keep electrical cords away from walkways.

3. Always be helpful and polite.

4. Do not leave work early.

5. Place frequently used items near you.

6. Do your share of the work when working

on a team.

7. Do not bring music to the office.

8. Store documents in folders.

Identify the office practice. Write

organization, safety, punctuality, or

teamwork. Number 1 is the example.

Office Practice

Organization

Safety

Teamwork

Punctuality

Organization

Teamwork

Teamwork

Organization

Office Organization 5

5 True or False? Read the statements. Are they true

or false? Write T for true and F for

false.

1. You should call another clerk if you are going

to be late for work.

2. You can leave work at 3:30 if you take a one￾hour lunch.

3. You should place frequently used items in your

desk drawers.

4. You should do your share of the work when

working on a team.

5. You can leave work early if you have to go to

the shopping center.

6. You should always be polite and help your

coworkers.

7. You should keep important documents on top

of cabinets.

8. You will not disturb coworkers if you talk to

them while they are working on their projects.

F

F

F

T

F

T

F

F

6 Basic Business Skills • Teacher’s Guide

Notes

Office Organization

7

Discuss the questions with your

classmates and teacher.

Lesson

2

1 Preview

1. What is office security? Why is it

important?

2. What do you think the word

“confidential” means?

3. What are some examples of

confidential documents or

information?

Maintaining Office Security

CONFIDENTIAL

8 Basic Business Skills • Teacher’s Guide

2 Maintaining Office Security Read the passage about

maintaining office security. Then

discuss it with your classmates and

teacher.

Not everyone is authorized to know of management’s plans and decisions about the company or

about other employees’ personal data. However, because of your job, you may become aware of

this private information. Maintaining documents and information safe and confidential will be,

therefore, an essential part of your office duties.

To protect sensitive information, such as salary and employment actions, employees’ personal

health problems, tests, and performance reviews, do not leave confidential documents where

others can see them. Keep them in folders. Always lock your desk and filing cabinets when you

are away from your work area. And when you print, photocopy, or fax any of these documents,

pick up the papers immediately. Shred any extra copies you may have. Also, remember not to

discuss confidential company information with others.

In addition to keeping documents safe, you should lock your computer when you are not at your

desk. Use your password to lock it. Also lock removable storage media away when you are not

using them. Protect your Internet access. Log off when you leave the office. You will be held

responsible for the sites accessed under your user ID. So do not give your password to anyone.

Taking these precautions will make you a reliable and responsible professional.