Chapter 1

1. What effect has changing technology had on the job responsibilities of the administrative
professional?
Advances in technology have made it possible to conduct business across the globe almost instantly,
and reliance on technology continues to expand. Due to technological advances, administrative
professionals are able to accomplish more work in the same amount of time. This allows many
administrative professionals to assume responsibilities once reserved for management, including
providing training and support for new administrative professionals and supervising administrative
professionals.

2. What is the job outlook for the administrative professional?
The U.S. Department of Labor lists administrative assistant as one of the largest occupations in the
United States, and it is among those expected to add the largest numbers of new jobs in the coming
years. This growth is expected because the roles of administrative professionals are expanding and
because administrative professionals work in areas of the economy that are expanding.

3. How important is organizational culture when seeking an administrative support position?
Although organizational culture is sometimes difficult to define in words, you can learn about the
culture by observing the way people dress and how individuals interact with one another. A business
with a healthy organizational culture is typically a more rewarding place to work. Employees are
usually more productive and efficient. Try to find an organization with a culture that closely matches
your own ethical values and standards.

4. List and explain six skills necessary for a successful administrative professional.
• Communication. Communication takes the form of e‐mails, letters, memos, reports, faxes, voice
mail messages, telephone calls, written and verbal presentations, and one‐on‐one
conversations. You must be able to express yourself accurately and concisely in written
communications and be clear, tactful, and straightforward in verbal communications.

•  Interpersonal relations. You will interact with many people as an administrative professional. To

do so successfully, you need to be sensitive and accepting of their needs, cultures, and diverse
backgrounds.

• Time management. You will need to organize your time, calendar, paper records, and electronic

files so work flows smoothly and tasks are finished on time.

• Critical thinking. Think critically about the issues facing you. This can save you time and make

you more productive.

• Decision making. As an administrative professional, you will make decisions daily. Use a

decision‐making process to help you make effective decisions.

• Creative thinking. Creativity is the ability to produce new ideas and to be original and

imaginative. Use more than one method or set of rules for getting a job done.

• Teamwork. Successful teamwork skills demand you understand, accept, and respect the

differences among your team members. To be successful you must also treat all members
courteously, build relationships with team members, learn collectively with the team, and take
responsibility for producing high‐quality work.

• Technology. You must be competent and current in your knowledge of technology as it applies

to your job and your skills in using it. You must be proficient with computers, current software,
and telecommunications and wireless technologies; capable in researching on the Internet;
competent in using office equipment; and willing to research and use new workplace
technology.

• Leadership. Seek out and accept opportunities that allow you to practice leadership. Evaluate

your performance as a leader.

• Stress management. Stress can cause serious health problems and can affect your work. You

need to understand how to manage your time so you do not become ill or chronically stressed.

• Problem solving. Understanding and implementing a problem‐solving process will help you find

appropriate solutions to problems you may encounter.

• Customer focus. You must understand the importance of demonstrating a positive customer

focus in all your actions. Showing respect for customers, seeking customer input, and going the
extra mile to maintain good relationships are all strategies that demonstrate customer focus.

5. Confidentiality means the ability to receive and keep certain information private. You must think
carefully about what you say to others within and outside the organization about the information
you have available to you. To share confidential information can cause irreparable harm to your
organization, supervisor, coworkers, patients, clients, and customers.