A managerial assistance guide by Monica Santos

E.T.C. “DR. AMBROSIO PERERA” BARQUISIMETO – LARA STATE

Commercial and Administrative Service Guide A Theoretical and Practicing Guide as an educative tool Students of 5th year in Management Assistance Prof. (s) Monica Santos and Rosarmy Garcia

June 2013

Adequate space for the number of people who work there. Must fulfill the function of the activities related to the organization.

The office is one place that is intended to carry out a particular job, it is a physical space that is organized in different ways and has different characteristics according to the function and displays the number of workers who perform it. The physical space is critical for effective work. Nice atmosphere, simple and cozy achieve that collective work more bearable and dynamic.

Office Equipment: They are designed to facilitate internal and external communications, as well as improve the quality written gives the impression of the organization chart.

Importance of office in business The office is the place of business where the information sent and received is processed in order to provide data necessary for the normal development of the activities or operations performed therein. This information can be verbal, written or digital.

Classification of office equipment: Communication equipment and materials •Phones •Intercoms •Fax Reproduction and electronic equipment •Calculator •Computer •summing •Photocopiers FURNITURE The furniture is set for organizing an office so as to maintain the comfort and functionality to develop activities in the workplace optimally. Office equipment is resources that enable more employees performing tasks. The latter being those who play the central role in organizations today. Includes furniture intended to improve the comfort and productivity of administrative work: •Filing; Desks; Tables; Shelves; files and Decorative elements.

The traditional office has changed mainly by technological advances. It reminds a lounge full of papers, files, typewriters and copiers, with a large desk and an executive stuck to the phone Today it makes use of embedded computers that do everything. Currently working on the orders of even the most sophisticated keyboard only hears the voice instructions. These small computers process data, run them, communicate with other computers and get rid of useless material. Allow us to save time, space, paper and energy.

MATERIALS These are the different objects that facilitate and give order to work in offices. Allow it to have better presentation and organization. We can mention among others: Openers; Personal Calendar; Working Blog; ballpoint; Ink eraser; Folder (object); tape; Paperclip; liquid paper corrector; notebook; Eraser; staple; stapler; pencil; carbon paper; punch Pencil; Pencils; Remove staples & pull

FEATURES OF THE OFFICE Enclosed area, and equipped with excellent ventilation, lighting, and noise isolation that disturbing the Employee development. Adequate provision of equipment, furniture and materials.

staples; sharpener; seal; Bulletin board. Activity: - Visit an local office, displays and aims:

then be used, reinterpreted, copied, transferred or transmitted to another (s) of person (s), computer (s) or component (s) e (s) locally or remotely using various telecommunication systems, which can be recorded, saved or stored on any type of device or storage unit.

1. What kind of Equipment they have. 2. What kind of furniture they own. 3. Materials used in their daily activities. 4. Office conditions about: Space Ventilation Lighting external sounds conditions Decoration Then, the foregoing indicates that office equipment is composed of all machines and devices needed to bring to fruition the typical tasks within an Office.

PARTS OF A COMPUTER The computer is composed of different parts that make up your body. It has an artificial brain that thinks like ours. These are: Hardware: physical materials or parts, you can see and touch Central Processing Unit (CPU) is called artificial brain of the computer. This is responsible for storing the data, and execution of programs, therefore, controls the entire computer.

It is an electronic machine that receives and processes data into information useful. A computer is a collection of integrated circuits and related components that can be executed with accuracy, speed and as indicated by a user or automatically by another program, a variety of instruction sequences or routines that are neat, organized and systematized according to a wide range of practical applications and precisely determined, a process which has been called by the name of the program and performs it is called programmer. The computer, in addition to the routine or software, you need specific data (these data, taken together, are known as "Input" in English or in) to be supplied, and that are required at the time of execution to give the final product of the data processing, which is called "output" or exit. The information can

Monitor or screen of the computer is showing the film visually workspace programs, the tasks performed and the result. Mouse: allows a quick and less mechanical interaction with the computer. The mouse gives the user free movement on the screen to select, move or run. Keyboard: It consists of keys that when pressed characters reflect on the screen, such as letters, numbers, or punctuation symbols. Other keys have special functions on the computer. Printer: Allows the reproduced information or data that is in the screen. Software: all programs are running some function on the computer and are recorded

• • •

and stored on the hard drive. The software also programs that come with discs (CD or diskette) that can be programmed into the computer to perform some function or task. As software examples, we can cite: Word Processing, Spreadsheet (2nd stage computing programs), and picture editor, among others. THE IMPORTANCE OF THE COMPUTER The computer today is very important because through it, it have been able to achieve many technological advances; an example of this is the ability to purchase tickets for travel and lodging. It is also a good way of communication because through it, we can communicate around the world in an easy and short way. The computer also provides a set of application programs which helps us as students.

CPU SCREEN MOUSE

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R R L H

C P Y K

S O F T

L F S U

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F Q A Y

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A T A D

W A R E

Printer is a hardware device that prints text or graphics on paper. There are several types of printer, including LCD, LED, Thermal, Inkjet, and duct matrix, but the most recommended are laser printers. THE PARTS OF PRINTER 1. Paper support: Holds the paper loaded in the feeder of sheets.

WRITE COMPUTER’S PARTS:

2. Lateral guides: Aid to introduce the paper rectum. Adjustment the guide side left to the width of paper. 3. Printer cover: Covers the mechanism of print. Open only when install or replace the ink cartridges. 4. Feeder of sheets: Holds the paper in the printer and it introduced, automatically, during the impression.

FIND COMPUTER’S WORDS: • • • •

DATA KEYBOARD COMPUTER SOFTWARE

5. Outbox: Receives the paper expelled.

6. Outbox Extension: Holds the paper expelled.

3. _______________Supports the paper loaded in the sheet feeder.

IMPORTANCE OF THE PRINTER

4. These printing machines are used to print______________________________.

As its name indicates it, the printer is the peripheral one that the computer uses to present information printed in paper or another way. This scheme used to seal these printing checks.

5. What holds the ejected paper? _____________________________________ _________________ _________________.

The video projector or beamer is based computers crystal technology LCD or DLP. Received signal to be extended by any signal format video or computer and can be connected under any OS-art. The video is an electric beam, light and easy to transport, to project images, text, video and sound is built. Through this resource can show the work and presentations from the PC to an audience, in a class, or just watch from the comfort of home a video as if you were at the movies. Projections can be made into a wall or a surface of cloth, the place should be dark to display the projection. For this activity you need a projector, computer programs such as PowerPoint, Word, and Excel.

HOW TO USE A PRINTER? 1. Turn on the printer. 2. Put the paper in the printer 3. by input drawer. 4. Click file you want to print. 5. Click accepts to print it. And wait for the results. INDICATE THE PRINTER PARTS:

IMPORTANCE The topic to be developed is of great importance to education and has reference to information and communication technologies, we refer to the video beam, which is currently used visual aid for presentations, conferences or exhibitions, and that allows the projection of documents such as images, text, videos, animations and sound also. We can say that a team is

COMPLETE THE FOLLOWING SENTENCES: 1. The printer is a hardware device that prints_____________________________. 2.____________ Receive the ejected paper.

 Connect the computer and the video beam to a power source with a voltage of 110/120V.  Turn on the video beam  Turn on the computer  accommodate the presentation

valuable because it allows interactive activities and it is possible to use maximum creativity on the other hand, will present what the authors say, Rojas Acosta and Carmona on the issue and how this has influenced resource in education today, trying also the advantages, disadvantages, using a team like the video beam projector. From another point of view, with the completion of the investigation and this trial will pursue several objectives, including having commitment and meet our education, able to obtain the necessary skills to learn more deeply about the issue, use these knowledge to strengthen the teachinglearning process.

It is a machine that makes paper copies of documents and other visual images quickly and cheaply.

IMPORTANCE

PARTS OF A VIDEO BEAM

The copy machine is very important in the office because it helps us to duplicate documents. It is fast and efficient, whether copies in color or black and white. PARTS OF THE COPY MACHINE  Paper.  Paper movement.  Setting the paper closed.  Output tray printed paper.  Ink cartridges black and color.  Connect.  Dragging motion. HOW TO USE COPY MACHINE

HOW IS THE VIDEO BEAM USED?  Be ready to project material.  Having a computer and a video beam  Connecting cable for audio and video between your computer and video beam

To use a photocopier just need to put written leaf blade under the lens set copies, it only to press the START. 1. Place the paper under the tents either vertical or horizontal.

2. In it there is a screen where you can view the size or type of paper length.

Photocopy Documents Office

3. After select the paper type, dial the number of copies you want to photocopy.

It’s a kind of drawer where you put all documents in order the file will be effective when you find quickly what is sought.

4. When everything is already selected press the START button to release the copy machine.

IMPORTANCE It is important to have a good document management system to store and retrieve information. The documents are asset and organizational resources.

5. Don’t put paper clips or staples in the machine. EXERCISES

PARTS THAT MAKE UP A FILE

A) ROLE-PLAY A DIALOGUE WHERE A PERSON EXPLAINS HOW TO USE A COPY MACHINE.

 Folder: A folder is an object that is used to group and protect loose papers of an organization.  Tab: In the area of graphical user interfaces, tabbed browsing refers to the possibility that several information panels are contained within a single main window, using tabs to switch between them.

FIND THE WORDS: M D O C U M E N T S U G E E U B

Z A Z T E R R O R I S T A S O Y

V A E I C J F H E H R Y T O U D P R F R N A Y C S I E R R A P O Machine Use Start Lens Press Paper Number

A G C E I O G H E O O I P E Y C

C F O S T N H L S S F N A D F O

I M N U M B E R S A F M P I Q T

O C P U T E G N C A I O E I U O

L H W E T O E O J L C Y R P E H

S T A R T L Ñ M R M E X B I L P

 Signs: The labels are white paper ID tags, without giving any impression of the library data, framing lines, etc.  File: File is called a set of classified and stored in various ways for preservation and easy access anytime.  Index:

An index is a list of words or phrases and associated indicators that allows the placement of material into a book or publication. In a traditional index, headings will include names of people, places and events.

•Top copper •On-off switch •plug •jar •button cover •basket filter

ACTIVITIES

•filter of coffee

A) Order the drawings according to the parts and name them

•water container STEPS FOR PREPARING A DELICIOUS CUP OF COFFEE  Plug the coffee machine.  Placed and estimated within the filter coffee  Fill the jug of water (this will depend on the coffee)  Turn the coffee machine  Wait until the machine begin to brew coffee  Serve coffee and add sugar to like  Plug off the Coffee

B) Made a file for English classes.

Is a Device that allows you to prepare Coffee and hot drink by mixing the powder of coffee with boiling water directly.. The sets are from the early nineteenth century. Currently it can be used also in business to make customer feel comfortable.

ACTIVITIES COMPLETATION: 1. It is a Device that allows you to prepare _________ and hot drink.

The Coffee is very importance because it is comfortable way both in treatment and in care that companies are given to. It is very easy to use since many people can use it and make a good cup of coffee.

2.________ Coffee and add sugar to taste. 3. It is very easy to use since many people can use it and make a _____ cup of coffee. 4. It can ____used also in business to make customer feel __________.

ITS PARTS

WORD SEARCH

3-cover paper tray

cmachinemkmknk MACHINE COFFEE DEVICE OFF PLUG OVERLY

4-guide documents

overyffrwggafgol

5-document feeder

f rcontaineuul knl

6-hand set

fabvchoffmiqlsaq 7-paper guide ejdevicenishnpsx 8-support for paper

ecocoacupofteas

How to use a fax 1-put the document you want to send here.

Fax is a telephone scanned transmission of printed material both text and images, normally to a telephone number connected to a printer or the output device.

2-dial the number and wait for the tone from the other line. 3-push button

the

start

4-donâ&#x20AC;&#x2122;t put newspaper into the machine *newspaper is too thin.

The fax is very importance to society because this gives us the tool to send documents, pictures, letters, etc., in an effective way, and that such submission is made via telephone avoiding to transfer people to the place where it has to deliver the document or letter. A fax is essentially an image scanner, a modem and a printer combined into a specialized apparatus. The scanner converts the modem sends the image to the phone line, the other side, the modem receives and sends it to the printer, which makes a copy of the original document.

The office worker or assistant is the reason for the existence of any company is the operational base for the calculation and constant monitoring of the company where the services are performed daily accounting and various business transactions. Many workers that give life, meaning that they, office workers, giving the livelihood of many

Components Description 1-support documents 2-paper tray

companies, both public and private. They work at the computer, give the public, the essential value of its importance is clear: the clerks are an essential link for the functioning of the economy of our country.

The assistant within an enterprise as a means of personal satisfaction: The office represents to the clerk the possibility to perform as individual able to develop skills, knowledge, abilities, attitudes and work habits that enable it to achieve satisfactory positions in life.

These people are responsible for performing various tasks related to the activities that occur within the offices.

The assistant within an enterprise as a means of social satisfaction:

Office Worker’s Activities • Take dictation and transcribe them correctly messages related to the activities of the office.

From the point of view of society when installing an office in a community, it benefits in different ways. One of the most important benefits is the creation of new jobs in the place where it sets, so cal are improved living conditions as possible to raise their income and thus the ability to meet their needs.

• Drafting correspondence. • Handling correspondence. • Document Archive • Operate efficiently computers or office machines • Register information.

accounting

and

Qualities of an assistant The highlights:

banking • Smart appearance: There are two types of offices. On the one hand, those who are continually customers, potential partners or significant others to which we must make a good impression. In is case, the clerk must take good care of your clothes and hairstyle, adopting what is usually called 'executive look'. Moreover, there are offices that are never or rarely anyone other than the workers and leaders of the same. Your employees can dress in a more relaxed, simple garments. Yes, always tending an appearance and especially hygiene.

• Receive and transmit verbal. • Organize meetings or gatherings. • Customer service. • Citizen. • Provide assistance and support to management or executive staff responsible for the administrative activities of a company.

• Communicate assertively: despite the situations always show interest, pleasure and efficiency to address them. • Respectful to others: That fellow who speaks loudly on the phone while walking

around the room, or always looks for an excuse to engage in loud conversation with anyone, often has a bad reputation among peers. Working in an office is to do with consciousness of sharing space with other people who need to focus and develop their work as much as yourself, and that you may need for this silence.

• Demonstrate professionalism is assigned homework quality, being on time to work and make good use of materials and time.

• Neat and organized: The table in the home office is the second one, and as easily disorganized. A good office must devote part of their time to put every paper in place. Otherwise, your work might suffer.

• Maintain proper posture, walk with elegance, security and with your head up.

• It is important to take care of your physical and correct social behavior contribute to a positive professional image. • Each person should consider her tastes, her figure, climate, comfort and security that offer different outfits.

• The uniform helps to project an image of the company and the employee makes it look more professional. Remember you are clean, pressed and in good condition.

• Efficient: The clerk must be a person able to concentrate and efficiently fulfill its obligations, without distraction to any environmental stimulus.

• The most important factor is personality development have a strong desire to want to improve.

• Patient: the clerk is a person able to pass on their jobs that many hours without worry and overwhelm him.

============================= ACTIVITY Visit at least three offices of different companies whose main activity are different. Make a table description summarizing of:

• It must be someone able to keep calm under work pressure. • Excellent vocabulary and diction. • Spelling, grammar and perfect handwriting.

• • • •

• Kindness and education: the small office should be a person that is always attentive, willing, to regulate normal showing good manners and be polite.

•

• Provide a real quality service to customers.

Clothing Personal hygiene How to communicate with people Observe their level of education and courtesy. Look at their skills.

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• The office staff should be adequate. • Good health status.

The file is of vital importance to modern business because she performed countless operations, which are supported by a written record describing the agreements. These records recall the operations in the past and contain valuable and useful information to make decisions and serve present and future agreements. It's just saved, conserving and managing the documentation generated in the organization, using procedures and technology. Photo Techniques are the process of receiving, sorting, classifying and properly preserve documents in a particular place in order to quickly and easily locate and protect against loss and damage.

1.-FILE 2. - QUALITY CARE AND SERVICE TO CUSTOMER 3. - THE CORRESPONDENCE 4. COMMERCIAL DOCUMENTS 5.-BANKING OPERATIONS 6.- SECURE 7.- THE PAYROLL

File functions: • Gather orderly, according to established criteria, all documents circulating in the company; • Ensures maximum speed in sending documents requested by the various departments of the company; • Ensure optimal conservation of documents collected; • Carrying out these functions as economically as possible: the organization of a file can be considered good when it provides the company with satisfied service, with the least possible expense; • Check if the documentation is archived regularly; • Conserve and issuing correspondence; • To ensure the reproduction of designs, catalogs, flyers, among others.

The term file (Latin Archivum) is commonly used to refer to an ordered set of documents. Also the premises which houses documents prepared or received by an entity as a result of the implementation of its activities. Archiving is one of the most frequent activities in offices. Therefore, the Archivist is the science that deals with the techniques applied to the files.

File system 1. File System Alphabetical

Definition Archive, is merely sorting, organizing and storing documents in a systematic way, so that it can be found without delay needed. Importance

As its name implies is the ordering is done in alphabetical form documents according to the name of the sender or recipient. This system is considered very important and offers the following advantages: • It is based on alphabetical sequence • It is straightforward • It is flexible because it can be used in small and large systems.

financial or economic nature or maturityrelated invoices, bills of exchange, other. 3 - Classification serial number: It consists of assigning a number of organizations rather than follow a consecutive order numbers booking bands for certain matters. For example, all invoices are on file 1, file claims in # 3. 4 - Sorted by decimal or number code: Consists of documents assigned to categories and sub-categories, each represented by a digit, which is then expressed as a number. 5 - Numerical Classification terminal: To avoid some of the problems of the previous system classification system arises by the last digit.

2. Number system

3. System by subject.

Is to assign consecutive numbers to individuals and / or companies who write consecutively numbering the folders, and then file them in numerical order. It is a tab with the name of each and the number assigned. The cards are filed alphabetically in a drawer or file. Features:  His character is limited.  The classified document location is quick location.  It is difficult if not recognized the number.  Accuracy  You need a guide to location.  Need an index.  The failure of a document is immediately evident.

It has the function of archiving the material according to their content. In some cases it is a very useful method. The files are useful for carrying business correspondence and papers of a repetitive The drawback of this system is that it is very likely forgotten roles of a topic in another folder, especially if they deal with various issues. Features:  It is widely used due to easy handling.  Documents are located under the materials that define them.  Allows insertion of new items not ordered large numerical difficulties and / or alphanumeric.

Rating: 1 - Consecutive Number: It assigns a number to each document and this will be the one used to classify and sort. The assignment of numbers is done in order of arrival. 2 - Chronological: The criterion used is according to the lifetime of the document. First are sorted by year, then the month and finally the day. Information is used for

event of a natural disaster, or to find wetlands that need protection from pollution, or may be used by a company to locate a new business and take advantage of a market area with little competition.

4. A Geographic Information System

(GIS, in its English acronym Geographic Information System) is an organized integration of hardware, software and geographic data designed to capture, store, manipulate, analyze and display all forms of geographically referenced information in order to solve complex problems geographic planning and management.

Also it can be defined as a model of a part of the actually referred to a terrestrial coordinate system and constructed to meet specific information needs. In the strictest sense, it is any information system capable of integrating, storing, editing, analyzing, sharing and displaying geographically referenced information. In a more generic sense, GIS are tools that allow users to create interactive queries, analyze spatial information, edit data, maps, and present the results of all these operations. The technology of Geographic Information Systems can be used for scientific investigations, resource management, asset management, archeology, environmental impact assessment, urban planning, cartography, sociology, historical geography, marketing , logistics to name a few. For example, a GIS might allow groups to easily calculate emergency response times in the

2-should serve to what design. 3-Must be appropriate for use. 4-You must address the needs.

Statistically it is proven that customers buy good service and good attention on quality and price.

5-Must provide results. WHAT IS QUALITY SERVICE?

Providing good service is not enough, if the customer does not perceive it. This requires taking into account the following aspects related to client attention.

A service is an activity or range of activities of an intangible usually is performed through interaction between the customer and the employee and / or service physical facilities, in order to satisfy a desire or need.

THE SERVICE The service is the set of features that customers expect in addition to the service product or service is something that goes beyond kindness and gentleness. The service is "an added value for the customer is increasingly demanding".

FEATURES 1-The services are not tangible even when involving tangible products. 2-The services are customized.

FEATURES

3-The services also involve the client, to whom service is directed.

Intangible: cannot touch, feel, hear, and smell before purchase.

4-The services are produced according to the demand.

Inseparable: is produced and consumed at the same time.

5-The services cannot be manufactured or produced before surrendering.

Variable: depends on who, when, as a correct form.

6-The services are produced and consumed at the same time.

WHAT IS QUALITY? It is a set of inherent to object properties that give capacity to meet needs implied or explicit, the quality of a product or service is the perception that the client has of it, is a mental fixation of the consumer assumes compliance with that product or service.

THE CUSTOMER

All products / services that are made by trained professionals with the correct technical procedures that meet the needs of customers, with appropriate costs, provided the company success, values and ethics and worker satisfaction.

If the company does not meet the needs and desires of their customers will have a very short existence all efforts should be directed to the customer, because it is the real impetus for all activities of the company is of no use to the product or service is of good quality at competitive or are well presented if there are no testers

The success of a company depends primarily on the demand of their customers: they are the main characters and the most important factor involved in the game of business

1-Must meet goals.

FEATURES

process carried out in the same organization to which we conceive as comprising an internal network of suppliers and customers I am provider who receives the proceeds of my work and customer of whom I do get the product of his

1-Communicate your expectations clearly. The number one characteristic of a good customer is being able to express what you want and need. This ability is vital if the FreeLancer can deliver the right product or service. A FreeLancer cannot deliver what was not asked.

FEATURES 1-You must know the process of your internal customer

2- It allows a reasonable amount of time to work. The freelancing world is full of customers who want it "yesterday". Regularly, these customers what they get is a rush job, full of errors and need many corrections. A good customer, however, understands that quality work takes time and planning accordingly.

2-You should know what your needs and expectations, that is, you should know that it has to add value to their work to be appreciated by your customer 3-have common goals with your customer 4-It has mechanisms to measure both customer satisfaction and the quality of their work

3- Available for consultations. Although most FreeLancer work and can work independently, there is nothing more frustrating for one to be surprised by a barrier that makes it impossible to reach the customer. Smart customers know that it is cheaper to do it right the first time than to fix it later. They are available

5-have mechanisms to correct the decisions appeared 6-is responsible for their work-process and collaboration in improving it EXTERNAL CUSTOMER

4- Pay just what the job required. A bargain is a bargain, except when it is not. Usually pay less than what you pay in the market for a job results in a lower quality work. That's because a cheap working FreeLancer repeatedly should take more jobs than they can do just to make ends meet

From the point of view of public relations not only an external client who uses or enjoy our services, but also are all those customers with which firms in developing business management has the opportunity to try and connect or set business

5- Pay in a timely manner. Discuss payment terms with FreeLancer before the project begins and then honor those terms. If you say that you pay within x days of completion of the project, be sure to pay at that time. Do not beg for the FreeLancer payment. You could ruin your professional reputation and even your credit history.

FEATURES â&#x20AC;˘ 1 - Returns from a customer or a consumer. An external client or an end consumer returns goods to your company. â&#x20AC;˘ 2 - Returns to provider. Your company returns goods to an external provider. The correction system posts goods receipt and issue a credit for the provider that takes into account in invoice verification. You can post the return without

INTERNAL CUSTOMER It is the member of the organization that receives the result of a previous

reference to another document in the system (as an order).

type of customer requires a fast, no matter that he, and usually gets tense. When it does is pear

Unlike this kind of return without reference to another document system, a return in MM involves a reference to an external document (as an order).

TELEPHONE ATTENTION The telephone attention has become the essential channel of communication to any company.

3 - Returns in combination with a transfer. In this case, the stock is transferred between two business centers. Return the goods without reference to another document internal system provider, i.e. the supplying plant.

The phone call is being used since 1877 but there are still a number of us use residence. It seems that the difficulties some people have in communicating with others is responsible when this communication is established through the phone. The person cannot see and does not see the facial expressions, does not know if he is really being listened.

TYPES OF CLIENT The difficult client: the client is demanding, it is the customer who is always complaining about everything, which is always a defect down to the smallest detail, never satisfied, to be contradicted, and you may even get to be arrogant and aggressive.

In the field of telephony, quality of service was defined by the ITU in 1994. “Quality of service comprises requirements on all the aspects of a connection, such as service response time, loss, signal-to-noise ratio, cross-talk, echo, interrupts, frequency response, loudness levels, and so on”. A subset of telephony is grade of service requirements, which comprises aspects of a connection relating to capacity and coverage of a network, for example guaranteed maximum blocking probability and outage probability.

The friendly customer: the customer friendly, sympathetic, cuts, is the client that every business always want to have, although it can sometimes become very spoken wasting our time The timid customer; introverted client is in most insecure and intensive things such client typically have trouble saying your purchase, so we must give yourself time to cause you choose the right product, not choose the right product without interrupting or pressing or any alternatives offer concrete products so as to facilitate his decision

Its widespread use is determined by the multiple benefits:  Versatility: Sales, customer care  Geographical handling  Flexibility  Quickly  Efficacy  Comfort  Immediacy  Particular

The impatiently customer; impatient client is the client always in a hurry is the customer who wants to enter the business, buy and leave as soon as possible. This

promotions,

 Name of the person who cares; optional  Always at your service! Or May I help you?  If the client is known, it is appropriate customize the call: Mr. Perez  In case of leaving call waiting, we must redesign every 50 or 60 seconds.

FEATURES - Many of the contacts we have with customers are conducted by telephone. - In many cases, the first contact you have with the company is through the phone As a channel for internal communication, the care starts to ensure that all persons working in the company know how to use it, both for internal calls, as well as for external.

TONE OF VOICE

THE TELEPHONE

To effectively use the phone is not necessary to possess melodious voice; however, it must be learned to adopt the tone of voice called "With personal interest" that is described as pleasant, friendly, warm, cheerful, interesting and helpful.

The telephone is a device that each day acquires greater importance to the establishment of communications. It is a device associated with a system that allows the communication at a distance between the people.

A telephone conversation should be done with clear voice and well-modulated, in addition to the following qualities: alert, attentive, alive, nice and clarity.

The phone service is of vital support to carry out the fundamental activities of the Society which makes the more intensive use in offices.

IMPORTANCE OF CUSTOMER SERVICE The importance of providing good customer service lies in the following aspects:

USE OF THE TELEPHONE In order to meet the calls as efficiently as possible, avoid problems and misunderstandings, it is necessary to go unnoticed to follow these breaks:

January-competition is increasing, the products offered are becoming larger and more varied, so it is necessary to provide added value.

The calls should be answered quickly. It is important not to talk to another person while you pick up the phone. If you are caring for a person when the phone is ringing; you should apologize and reply "leaving it on standby" if it is necessary, to continue serving person.

2-competitors increasingly are equating quality and price, so it is necessary to seek differentiation. 3-customers are increasingly demanding, and not just looking for money and quality, but also a good service, a friendly atmosphere, comfort, personalized service, a Serbian fast.

It is important too, to greet at the moment to answer the telephone; each company has its own formula, but is almost always used the same pattern:

4-If a customer is dissatisfied with the service or care, is likely to speak ill of one and count their bad experience to other consumers.

 Good morning–Afternoon- Evening  Name of the company

5-If a customer gets a good service or care, is more probable to return to purchase our products or return to visit.

customers and focusing on their needs and desires. 5. FOR CUSTOMERS, YOU MARK THE DIFFERENCE

6-If a client receives a good service or care, is sure to recommend us to other consumers.

People, who have direct contact with customers, have a great responsibility. They can make a customer return or never come back, so they make the difference. Maybe everything "behind the scenes" work like a charm but if a dependent fails; probably the image that the client takes the entire business will be poor.

CUSTOMER SERVICE STRATEGIES The most important thing in a company is the customers and their teams, and only those who have personal competitive products or service and excellent quality service will ensure effective positioning in the market.

6 FAILURE TO A POINT AND ALL FAIL expressed in the previous section, you can make everything work perfectly, we have checked everything, but what if we fail at the time of delivery, if the goods arrive damaged or if at the time of packing the pair of shoes, we were wrong and give a different number? It all goes to the floor. The consumer experiences should be totally satisfactory.

For the service to be excellent required properly delegate, train intensely to the employee who has direct contact with the client to give you, all the information you need to manage your office and provide service strategies to ensure the loyalty of the person who comes to the company.

7. DISSATISFIED EMPLOYEE GENERATE AN UNHAPPY CUSTOMER Employees themselves are "customer first" of a company, if they are not satisfied with them, how to pretend to satisfy external customers, so human resource policies must go hand marketing strategies.

1. CLIENTS ABOVE ALL this is the pattern of the first of the ten commandments of God "Love God above all things," in this case is the client who must keep in mind before anything else. 2. NOTHING IS IMPOSSIBLE WHEN YOU WANT Although customers often ask things almost impossible, with a little effort and desire to serve you very well, you can get what they want.

8. THE QUALITY OF SERVICE IS JUDGED BY THE CLIENT Although there are management indicators developed within companies to measure the quality of service, the only truth is that customers who, in his mind and his feelings, those who qualify, whether it is good again and not return if it is not.

3. KEEP YOUR PROMISES there are many companies that try to make sales or retain customers by deceitful, but what happens when the customer realizes that?

9. A SERVICE CAN BE GOOD BUT ALWAYS CAN BE IMPROVED

4. THERE IS ONLY ONE WAY TO KEEP CUSTOMERS, GIVE MORE THAN THEY EXPECTED it makes sense to me, as I am satisfied customer when I receive more than I expected. How? Knowing very well for our

Although it has met the targets for consumer service and satisfaction, is to establish new goals, "competition does not let up".

10. ALL ARE A TEAM WHEN A CUSTOMER IS SATISFIED, The teams must not only function to detect faults or to propose solutions and strategies, when required, everyone in the organization must be willing to work for customer satisfaction, whether a complaint, a request or any other matter.

I’ll give your message as soon as he comes.” Thank you” You’re welcome” An hour later, Mr. Andrade comes back to the office. Hi! I’m back. Did anyone call?” Yes, someone named Beluga called you.” What did she say?”

MODEL EXERCISE for PRACTICING

She called you back later. It’s important.”

Read and Listen the Dialogue. Elena Suarez has worked as Mr. Andrade’s assistant in a travel agency for many years. Mr. Andrade, her boss, is in a meeting right now and he can’t be interrupted by anyone. She is at her office, working on her boss’ travelling arrangements for an important company when the phone rings…

Anyone else? No, none. 2

Select the Correct Answer according to the Dialogue before.

Good morning! Parrot’s Flight Agency,



Elena speaking. May I help you? Could I speak to Ms. Suarez please?” There’s none here by that name. I think you have a wrong number.”



I’m sorry.” That’s ok.” The phone rings again…..



Good morning! Parrot’s Flight Agency, Elena speaking. May I help you?”



Good Morning! It’s Mrs. Beluga at the phone. Could I speak to Mr. Andrade please?” Sorry Mistress, he’s in a meeting at this moment. Could I take a message?” Yes, I important.”

call

him

back

later.

It’s

Where does Elena work? A. she works in a big company. B. she doesn’t have any job. C. she works in a travel agency. What was Elena doing when the phone rang? A. she was working on her boss’ travelling arrangement. B. she was having breakfast. C. nothing Who called Mr. Andrade? A. None called him B. Mrs. Beluga called him. C. A man called Mr. Andrade. Who had a wrong number? A. Mr. Andrade had it. B. Elena had a wrong number. C. a man got the wrong number. Listen again the Dialogue and Repeat it. Role plays it.

-Private: deal of information of interest and particular character, commercial and Official. It is a reciprocal treatment between two people by which there is an exchange of letters, cards, telegrams, catalogs, brochures, etc. In business, it is considered that the correspondence is the lifeblood of commerce and industry.

•

Its content:

-First class: the content is information only letters, postcards, business documents, newspapers, etc. -Second class: this correspondence is related packages, bags, signs, bags, etc. •

It is a means of communication used by man for many years to communicate between two people or individuals who are longdistance or nearby with varied reason. Over time it has refined its rules and styles, up to the present day there is e-mail, which is the fastest way to send and make sure the information gets to the recipient.

For its processing:

-zip: when sent through postal services, may be ordinary or certified -Telegraph: when sent through wire service can be tell-radiogram and cables •

Their scores:

-Open: no punctuation leads in any of its component parts.

Importance of correspondence: It is an important tool of written communication, is the middle between supplier and customer relationships the bond that unites most business transactions.

-Closed punctuation leads in each of its parts or components -Mixed or current: combines the two styles •

By extension:

It depends on the development of commercial operations, the success of a business, a sale, for its efficiency and speed that businesses have to increase the volume of their sales.

-Short: when the content extends up to 100 words.

The Correspondence has many forms, with special features that distinguish the source of emission, the intention of its contents; styles typescripts and processing of your shipment or delivery, according to their classification are listed as follows:

-Long: when its content ranges from 200-300 words are letters of a sheet. More than 300 are letters from several sheets.

•

-Medium: when its content ranges from 100 to 200 words.

•

In shape:

Refers to all correspondences, the difference is in the wording and presentation. A card, trades, circulars, coupons, postcards, obituaries, memos, lists, telegrams, cables, notices are types of correspondence.

By purpose:

-Public: containing general information through mass media (press, radio, TV, posters, banners).

What is style? It is the external form. They are sensitive to the ideas and feelings.

The style of the correspondence has the following characteristics or notes:

• Family friendly Correspondence: The purpose of this correspondence is varied between her particular questions

• Clarity: is that things are understood without effort. Help to write the order easy to understand ideas and short sentences, without much affectation

• Official Correspondence: It refers to the correspondence between the various agencies and offices of the national government, municipal, state, etc.

• Accuracy: complete record ideas, omitting the expressions that help the reader to form an accurate and fair trial briefs

The business letter and their placement

• Property: agrees to use appropriate grammatical terms and money, both for its meaning, and its adherence to the grammatical precepts

Commercial correspondence is a vital factor in making world of business run smoothly and efficiently. This correspondence may take many forms. The business letter is the most common form. it includes such different types of communication as interoffice memorandums, reports, telegrams, cables resumes , and printed forms that are used for particular purposes ( such as order blanks and routing slips.

• Conciseness: is the quality that is to formulate a thought with the least number of words without taking away from this or clarity, or accuracy. • Simplicity: away from any affectation to all is said without apparent preparation the affectation is to use terms and expressions of uncommon application, which often call him "cream"

The business letter To make commercial correspondence as effective and productive as possible, one must know and follow the conventional, established forms for each type of correspondence. Since the business letter is the most frequently used business communication, you should be familiar with the main parts of such a letter

• Courtesy: style attribute is forcing us to give proper treatment to individuals based relationships are more or less close to our superiors, friends or associates and subordinates Style defects come to be the opposite of the qualities, that is: dark, inaccuracy, inappropriateness, neatness, affectation and rudeness, which have to be avoided in the correspondence.

- The heading which includes the name of the firm, its address, and the date. Most companies use stationery with printed letterheads. However, the date line, an important part of the heading, must be added to the letterhead to make the heading complete

The correspondence is divided into three classes • Business correspondence: It refers to the cross-traders, industries, bankers, etc. And its purpose is to promote and streamline various business transactions.

- The inside addresses, which includes the name, title, and complete address of person to whom the letter is sent. - The salutation, which is a greeting to the addressee.

- The body of the letter, which may vary in length from a few sentences to several pages.

For instance, the recipient of the letter does not need to know that your company is opening a branch office. The second example is a shorter, clearer version (34 words) of the same message

- The closing. - The signature, which usually includes the job title of the writer

It is wise to make a file copy of every business letter you write, whether it is a letter written for your company or for yourself. A correspondence file is especially useful when it becomes necessary to check on the course of a business transaction.

- Special notation, which include references to any relevant information. The names of any persons who receive copies of the letter; an enclosure notation if additional material is sent with the letter, the initials of the secretary who typed the letter, and so on.

Always be accurate when you write a business letter. Check your facts before you write, and proofread the finished letter carefully to make sure it does not contain any typographical errors.

When you write a business, use only one side of the paper. If the letter is too long for one page, use as many additional sheets as necessary, but never use the other side of a sheet.

Check the facts before you write and proofread the letter before you sign it. You will save time and energy, avoids errors, and keeps a customer happy.

Leave good margins at both the right and left sides of the letter. Never write to the edge of the page

The following information should always be included on the envelope of any letter:

Be as brief as possible. Do not include any more information than the addressee needs

- The sender's name. If you are using an envelope that has the printed name of your company, you should add your name above the name of the firm.

• Too wordy: I am interested in obtaining any information you can supply about the relative differences in material and construction for the various makes of your office equipment. Since my company is opening a new branch office, I must have all applicable information about prices, sizes, and availability of various pieces of equipment: desks, swivel chairs, filing cabinets, and movable typing stands.

- The return address. - The name of the addressee. If you do not know the name of the recipient, use the title of the person, such as '' Manager, Northeast Sales District'' or ‘‘Director, advertising Department''

• Clear and brief: please send me information about prices, sizes availability, and the relative differences in material and construction of your office equipment. I am particularly interested in desk swivel chairs, filing cabinets, and movable typing stands.

-The envelope address (the recipient's address) - The necessary postage, either in stamps or franked by a postage meter. The envelope

The first example is unnecessarily wordy (60 words) and contains unessential information.

The envelope is an essential part of the business letter, and its appearance should

reflect favorably on both the company and the writer of the letter. The envelope stationery should match the letterhead stationery in color, quality, and weight.

indentation. It is possible to type a business letter in the semi-block style and use only two tab stops: (1) for the paragraph indent and (2) for the aligned date and signature block.

The following information should always be included on the envelope of any letter:

The personal business style

-The senders name. If you are using an envelope that has the printed name of your company, you should add your name above the name of the firm.

The personal business style is an attempt to provide an alternative to the formal business letter, as represented by the three styles just discussed, and the handwritten social letter sent to a friend or relative. Its main purpose is to offer a basically businesslike appearance while maintaining a desired degree of friendliness and informality.

- The return address - The name of the addressee. If you do not know the name of the recipient, use the title of the person, such as ''manager, northeast sales district '' or director, advertising department.

Letter written in this style are usually sent to business associates but do not deal with strictly.

Styles for business letters

There are a number of changes in placement from the more formal business styles. The salutation uses the addressee's first name only, and it is sometimes followed by a comma, not a semicolon. The inside address is typed five lines below the signature, instead of opening the letter as usual. The special notations are not included. (There is seldom any need for them. The writer is assumed to be the typist, since this is essentially a personal letter. Enclosures and carbon copy notations would be unnecessary.) In the signature block, an informal complimentary close may be used, and the writer's identification is generally omitted. Often even the typed name is omitted but it should be included if the handwritten signature consists of writer's first name only.

The block style The block style is chosen according to write most of his letters business. With this style, some tabs are necessary for the typist. The inside address, salutation, all paragraphs and special entries start at the left margin. Note that paragraphs are not indented; typist doubles spaces to separate paragraphs. The semi block style The second most popular typing arrangement for commercial correspondence is the semi-block style. This style differs in only one respect from the block style - all paragraphs are indented. The indentation may be either five or ten spaces, although five spaces are seen more often. When either the attention or subject lines are used with this style, they are generally indented to conform to the paragraph

Late- Payment Reminders A reminder is always a gentle, impersonal notice that a bill is overdue. The underlying assumption is that the customers simply forgot to pay; once reminded, he or she will pay. Thus an involved, detailed letter is not

necessary; the notice merely tells the customer to pay the bill.

to decide whether the job seeker does - or does not- deserve an interview. Because the application letter can change the course of a career, it is one of the most important letters many people ever write

A reminder is sometimes a copy of the original statement (or invoice) on which is printed in distinctive, large letters past due or payment was due on November 15 or some similar note. It may be a printed notice on paper or card stock, such as those illustrated.

RĂŠsumĂŠs To prepare an effective resume, the applicant must understand what it is, how the employer is to be used, and why it is important. First, a resume is a summary of experience and other qualifications submitted with a job application.

Interoffice Memorandums Business messages sent to people who work for the same companies as the writer are called memorandums. They are used for many of the same purposes for which business letters are used: to request information: to send information; to send documents, contracts, or other materials; and to report on various business transactions. In most large companies, memorandums (or ''memos'', as they are often called) may be written more often than letters.

The format of the resume A resume will be most helpful to the potential employer if it includes the following information: - The name, address, and telephone number of the applicant -The title and/ or description of the specific job for which the writer is applying

The rules for writing good business letters also apply to memorandums, with one exception memorandums are usually more direct and more concise than letters. They get to the point quickly and do not waste time

- complete details about the applicantâ&#x20AC;&#x2122;s prior work experience - A description of the applicant's educational background - A list of the names of several references

Application letters and resumes

- Personal information.

Correspondence may play a very important role in getting a job, when they apply for jobs by mail; job seekers prepare application letters- letters that serve as introductions for the applicants and as covering letters for their resumes. The resumes are data sheets that summarize and highlight the applicants' key employment features, including such factors as education, experience and references.

Part I Multiple Choice Respond with an "x" in the option that you consider correct answer. 1. What is the correspondence? a. The treatment of three or more persons through speech. ( ) b. The reciprocal treatment between two people through the exchange of letters, notes, cards ... ( )

Application Letters The application letter is the first contact with a prospective employer, who uses the letter

of cash purchases made at a store to a complex multi-page contract on the lease of a building (house, office or car).

c. The canal. ( ) 2. How many styles does business letter have?

IMPORTANCE OF COMMERCIAL DOCUMENTS

a. 5 ( ) b. 8 ( )

Its use in transactions is vital, as it acts as evidence of conformity of the parties involved, provides more assurance that verbal agreements and guarantee to meet the provisions in place, mode and date agreed upon, thereby greatly part of future discrepancies possibilities by stakeholders. Moreover, Business papers allow things are transparent, are a reliable backup facilitates recording of transactions when bookkeeping.

c. 4 ( ) Part II Completion 1. The correspondence is a means used by the ___________to communicate between _________ people. 2. The fastest way to send correspondence is by ___________.

Among the documents used in this area is the commercial contract. This is an agreement between the parties that is subject to the general rules of civil contracting with some modifications in particular.

3. In correspondence, the __________ trade is __________ and the ________________. Part III. Development Write a rĂŠsumĂŠ and an application letter for a job.

TYPES OF COMMERCIAL DOCUMENTS: NEGOTIABLE

Interpret the importance of correspondence in our lives. Explain your answer.

They are those titles or written tests used to confirm a receivable, commercial documents such cash substitute, therefore, are negotiable, among them are the checks, bills of exchange, promissory notes, letters of credit, actions and bonds.

Good luck....

They are all those records that approve conducting a commercial transaction. It is a document that certifies bilateral understanding between the two parties who have made an agreement, as a guarantee.

Bill of exchange It is a document by which a person directs another to pay a third party for a certain amount of money. Its features are:

A commercial document takes shape at the time that the operation is performed. It may be the ticket issues a tax machine in support

1. - A payment order is abstract. 2. - In its issue involved three people: A) Drawer: It is that which circulates a bill of exchange,

giving the order for payment is made, B) Drawee: is he to whom is given a payment order, which may or may not accept. Should you accept, be bound to perform them and renamed acceptor, and C) Beneficiary: The holder of the credit represented by the letter, which shall be submitted for acceptance and payment by the deadlines that apply. You should also protest it if not accepted or paid. 3. - Must be signed by the subscriber. 4. - Quantity in number.

Conditions for the payment of a check: a. It must be well delivered, i.e. be dated to the date of filing or before b. The amount must be equal in number to the amount in letters. c. There should be amendments. d. The signature of the issuer must be equal to what is recorded by the Bank's specimen signature. e. The issuer must have sufficient funds to make the payment.

It is important to consider that the law provides that "all those who sign a bill of exchange, is like drawers, acceptors or endorsers, are jointly and severally liable to pay the bearer the value of the letter, plus adjustments and interest, if any." Therefore, the carrier can charge any of them, without being able to excuse.

â&#x20AC;˘ Check to Order: The drawee on behalf of a natural or legal person, stating your name, or company name of the entity, in the same check. The holder can freely endorse the document, no other requirement than to sign the back of the document. â&#x20AC;˘ Bearer Check: This is for ease of collecting and transmitting a kind of ticket issued by a private bank, as against the mere presentation by anyone, the bank credits or pay the amount indicated in the same document. By its nature, does not require written endorsement formula, is transmitted by simple physical delivery.

The Note The promissory note is a claim or title that contains the value unconditional promise a person that is called subscriber; you pay a second person named beneficiary or holder a sum of money within a certain period of time.

â&#x20AC;˘ non endorsable check: is one that can only be paid to the owner or original recipient, and can only be transmitted in the form and with the effects of an ordinary assignment or sale.

It is noted that the instrument is a "Note", being expressed in the language to sign the payment agreement. When printed the document, the title of the note must be written entirely in the language of the country in which you subscribe.

Types of Checks: Management check: is one issued by a bank against itself, i.e. the bank is delivered and drawer at the same time.

The Check: It is one of the tools with which to mobilize the largest amount of money in a country, by which one person (drawer), is entitled to have the provision of funds you have in checking account, either for itself himself or a third party.

Own or Custom Check: The designed and printed by individuals or companies to expense and risk of themselves, and its special features to possess the name of the applicant, address, social capital, the company logo, etc.. These are under the

custody and responsibility of accountâ&#x20AC;&#x2122;s owners.

taxed directly sales or excise tax (VAT) if sales are taxed through their use. 6. - Signature of purchaser.

Travelers check: It is a means of payment used by those voyages both nationally and internationally. The acquirer purchases travelers checks in its bank and has them in his office presenting bank has correspondent relationship with the selling bank. NO NEGOTIABLE All those documents are the basis for the records in the books yet tested from the legal standpoint conducting a commercial transaction. These are:

Banking and credit operations are those which are performed by a bank in a professional, as a link in a series of operations like active and passive.

Receipt: It is a document in which the undersigned, acknowledge having received the amount that the same concept is expressed by money or other thing. Its features are:

The classification of these operations according to the subject of credit assignment is as follows: - Active: When the bank grants credit (loans, savings, advance appropriations, etc.), the bank can give money under various conditions (with or without guarantees).

1. - Place, day, month, year in which the receipt is issued. 2. - Full name of the person to whom it extends. 3. - Amount of money in letter or mention the objects to be given. 4. Indication of the concept which extends the receipt. 5. - Quantity in numbers. 6. Signature of issuing the receipt. The Bill: It is the note that the seller delivers to the buyer, which details the goods purchased. It is the legal document by which the operation is credited legally purchase. Its features are:

- Credit accounts: are operations by which the Bank extends credit to the customer (accredited) by time, (you can set your automatic extension) and up to a certain amount that the customer provides. The customer is obliged to cancel the Bank a fee, to reimburse the balance in their favor to shed credit score at the time of cancellation and liquidation of the same and pay interest on the amounts drawn.

1.- Name and address of the buyer and seller. 2. - Place, day, month and year in which the operation is performed. 3. Payment. 4. - Mention the discounts if any 5. - Instructions related to quantities, and prices of the goods. June. - Direct tax: if

2. - Passive: When the bank receives client money. Are those operations by which the bank collects, receives or collects money from people, materializing through deposits. Bank deposits categories:

fall

into

three

broad

â&#x20AC;˘ Current accounts: these can be mobilized by check and promissory note.

It is done monthly to monitor and make settings in the accounts with the Bank if needed.

â&#x20AC;˘ Savings account or savings: mobilizing for lockers or cashiers.

The procedure for this operation is as follows:

â&#x20AC;˘ Time deposit: be mobilized before the deadline, only on payment of a fee, which can never be greater in amount to the amount of accrued interest.

1. Compare the account corresponding to the Mayor with the State Bank of Auditors to send it. 2. Check that: the transactions recorded in the "must" of the entity match those in the "Being" of the Bank and vice versa.

These deposits, depending on the type of account, pay some interest (interest catchment).

3. Charges made in our books in the month was paid in the bank, which appear not included in Items of Reconciliation (deposits in transit)

3. - Neutral or accessory: when the bank does not receive grants credit (operations which serves as an intermediary mediation) among which may be mentioned as collecting agent of the State, such as custody, others.

4. The payments made in the month our books are loaded into the Bank, appear not included in Items of Reconciliation (Checks outstanding or in transit) 5. See if charged or credited in the Statement of Accounts that do not appear in our books (Debit Notes or Credit)

Each month the Bank is obliged to send the person or institution that has an account opened in your organization, details of the movement of the account in the month and the balance at the end. Generally, this balance does not match the account balance "Bank" reflected in our books that is required to make a monthly bank reconciliation to determine the causes of the differences and get the balance right.

6. If there are differences in the same transaction number, verify correct and include the difference in the reconciliation. 7. If in the previous month Conciliation entries exist, check if already registered, otherwise again be included in the reconciliation of this month These differences between the balance of the books of the Company and the Bank are the following reasons:

• Outstanding checks or in transit: checks issued by the company and not paid to the Bank by the beneficiary thereof. So you are paid in books but not charged in the Bank Statement.

contract is called "Policy", the company promises that if the person who bought the safe is damaged in his person (illness or injury or death), or some of their assets (car, business, shop or home) for any reason (theft, fire, earthquake), such person (or its designees as beneficiary) will receive the amount of money agreed upon in the policy.

• Deposits in transit: it corresponds to deposits generally mailed at meet ends or for someone whatever reason has not come to the Bank. So you are charged in the books of the company and not paid by the Bank.

The policy is simply a document embodying the contract of insurance and establishing the rights and obligations of both the insurer and the insured, and which describes the people or objects that are secured and provide guarantees and compensation in case of accident.

• Debit Notes: charges made by the Bank for various items (interest, fees, discounted drafts bounced checks received from customers and returned by the bank) because it had not received the Bank corresponding debit note (usually by mail) not was paid in the books of the entity.

It is therefore very important to have a life insurance because we are exposed to many situations that can adversely affect our health, our belongings or even deprive of life. This entails also an economic cost, most often, is very high. That is why you may want to acquire insurance to cover the damage, at least in the expenditure relates.

• Credit Notes: fertilizers made by the Bank (discount for wire transfers, pledges, notes) that have not received the credit note so it has not been charged in the books. • Errors: can happen both in the records of the company as at the Bank and to register any operation that can put a different amount. • incorrect charges or credits: may be caused by deposits or checks of banks with which the company takes account which mistakenly credited or debited to another Bank or the Bank than we charge or pay in our account operations that correspond to another Bank customer.

CLASSIFICATION OF INSURANCE All people are at risk of illness, accidents or have problems with their vehicles, so they can have the following types of insurance:

• Other differences: Any other kind of difference that occur less frequently.

Insurance is a contract established with an insurance company, the

HOSPITAL INSURANCE, SURGERY AND MATERNITY: These are expenses incurred by

the insured owner and other beneficiaries for hospitalization, surgery and maternity, which provided that, arise as a direct consequence Contracted a disease, accident or surgical intervention, costs incurred in delivery, cesarean section, or induced abortion for therapeutic purposes incurred by the insured, which has had begun during the term of the policy.

the families of the deceased. Among the services mentioned may be included preparation of the wake and funeral and facilitates a chapel for the celebration of the funeral. The work or services performed or provided funeral homes will always be in agreement with the wishes of the deceased's family. Funeral homes are usually whom process the necessary paperwork, permits, and other details, as may be arranged with the cemetery, or preparation of the obituary. All of these services to the bereaved family and will come in handy in this situation so hard for the family, having someone to take care of a professional to fix all the paperwork is provided invaluable help.

SCHOOL INSURANCE: It seeks to protect the student who suffers an injury or accident due to or during student activities or in the conduct of their practice or education. They are entitled to it all students of educational institutions that have official recognition, pre-kindergarten, kindergarten, elementary and secondary education, technical, agricultural, commercial and industrial. Also included students from professional institutes, technical training centers and universities if state or are recognized by the state.

CAR INSURANCE: Covers damage or loss resulting from the use of motor vehicles. Basically protects the vehicle own damage due to collision or rollover, fire, theft and glass breakage. It also covers civil liability or damage to third parties. Vehicle insurance has two main aspects are: Auto Insurance City: covers loss or damage to the insured vehicle crashes or collisions causing especially external or property crimes. This insurance has in turn two types of Total Loss coverage: protects the disappearance of vehicles or property crimes for the destruction caused by the causes of traffic accidents and the damage exceeds 75% of the insured value. Comprehensive Coverage:

LIFE INSURANCE: is one that allows a person to ensure some protection to family members or otherwise to persons of his choice as beneficiaries, through financial compensation. This is called the sum insured and can be paid in one time or as financial income. The common characteristic of all life insurance is through a contract called policy; the insured agrees to pay a fee to that in case of death to satisfy its capital beneficiaries. FUNERAL INSURANCE: Those responsible for burial and cremation for the deceased in addition to the vigil and funeral services to

This coverage is extended to cover, in addition to the aforementioned total losses, partial losses suffered by the insured vehicle. Among the types of auto insurance can be found: Insurance against liability risks: The basis of all auto insurance policies. This type of insurance will pay any expenses related to bodily injury or property damage, both you and your car (if you are the victim of an accident) and also those of the other person involved (if you were the cause of the accident). However, there Conditions under which this policy of insurance against liability risks will not pay for bodily injury or property damage expenses. They are: • If you had the clear intention of causing bodily injury or property damage. • If the property is damaged accident (as it is likely that the same is covered under a separate policy of insurance, such as personal property insurance). • If you have assigned his rental vehicle or if it has been given to an employee to be used for commercial purposes. • If someone used the car without your permission. Medical Payments: Medical payments coverage also referred to by its paid immediate medical attention needed by family members or passengers were in the car as a result of an accident, regardless of who was at fault. If the accident was responsible for another person, your insurance company may first try that the insurance company pays that person related expenses before paying through your insurance. Disclaimer Insurance and Personal Injury Protection: The insurance personal injury protection insurance and broader disclaimer are expanded forms of medical payments

coverage. This means that the coverage and Disclaimer pay all expenses that are not usually included in medical payments coverage, such as lost wages, child care payments, funeral expenses, compensation for pain and suffering, among others. TRADE INSURANCE: A commercial insurance is no longer a luxury to become a necessity for any business or company. This type of insurance continues to be a contract between two parties, the insurer or insurance company and the insured, the individual or company that will be serviced. In the particular case of a contract or insurance policy, the insurer agrees to indemnify certain damages to the insured or meet certain agreed performance if the event or incident has laid down the policy. In the case of commercial insurance policy may cover claims directly or indirectly related to the activity carried out by the company or business insured. Since insurance can cover any risk if there is an insurable interest or object unless the country's laws determine otherwise, in the case of commercial insurance in the policy could include a number of specific situations of risk: crops, fires, and flood, death of an owner or key employee, transportation risks, theft. INSURANCE INDUSTRY: That which supports the insurance to protect the assets and the income statement of a company by nominees combined coverage or multihazard risk. It is

Suitable for medium and large enterprises in any sector of industrial or service activity.

all hazards, besides giving a guarantee liability. If you have this type of insurance and your home, for some reason remain in situations of in-habitation, insurance bear the costs while the home is repaired.

HOME INSURANCE: A policy for home insurance covers any damage that may be in a home due to various causes, among which may include the following: fire, lightning, hail, strong winds and hurricane, explosion, damage caused by private vehicles (for example, a plane crash on housing or a car crash at the house), theft, smoke, vandalism, leaking pipes inside the house, flooding or damage to system heating, air conditioning, irrigation automatic or any of the appliances. The policy coverage often varies as it depends on many factors, such as the amount insured and the cost of insurance (premium). Considering these aspects, we can distinguish different types of policies. With major or minor modifications, most insurers offer the following types of home insurance:

EXERCISES 1) Solving problems: Mr. Carlos Gomez, after working at night, had vision problems so he crashed into a spot light, causing serious harm to his vehicle. What do you think he should do after the accident? What kind of policy covert this sinister? a) Home policy b) Life policy c) Vehicle policy What happens if he doesn’t have any insurance? 2) Match. Below there is a series of questions and answers in disordered form, which you must order seeking the right answers tracing a line.

• Basic Policy. The basic policy has basic coverage for home and property but only for some of the dangers. It is the most economical. • Extended Policy. The policy has extended coverage for home and personal property for most dangers. • Special Policy. It covers all hazards except those not listed in the policy. It is what is called Homeowners Insurance against all risks • Landlord Policy. This type of insurance is recommended for those who have your rental. The landlord insurance policy coverage usually quite extensive and cover

What is insurance?

What is a policy?

What is industry insurance?

What is school insurance?

It is one that supports the insurance to protect the assets and the income statement of a company. It seeks to protect the student who suffers an injury or accident due to or during student activities or conduct of their practice or education.

The policy is simply a document embodying the contract of insurance and establishing the rights and obligations of both the insurer and the insured. Insurance is a contract established with an insurance company.

• These details help you easily determine the service contracts and compensation for those working where there was no express agreement, a situation that occurs frequently.

THE PAYROLL The payroll is the tool that allows companies to reflect and make an orderly payment of salaries and wages to their workers, thereby provide accounting and statistical information to the company and the Ministry of Labor, the agency charged with regulating relations labor.

According to the size of the company, you must design the appropriate payroll model, which change substantially from one company to another, subject to changes in allocations, deductions, other, determined by the need of the company. Types of Payroll According to its presentation:

Also, you can say that is a record showing wages and other allowances to be paid to each worker over a period of time as well as deductions for tax withholdings and contributions.

• Manual Payroll: It is made entirely by hand calculations, used in small or medium capacity. Available on the market, designed forms, for example: LEC and Mc-Be system. • Computerized Payroll: It is made through a computer, which allows, usually by means of encodings, automatically calculate, both the contributions and deductions made in the pay period. According to the Method of Payment: • Weekly: For workers or daily payroll staff, the payment period is set at the time. • Fortnightly: For employees whose payment period is set at the time.

The list is based on portions of the content of the employment contract, in relation to the service to be provided and remuneration, which are governed by the following rules:

According to the Personal type: • Payroll Executive or Mayor: For directors and senior management. (Confidential payroll)

• The worker is required to perform the services that are consistent with their strengths, skills, or status, and are of the same genus as forming the object of the activity to which the employer is engaged, and

• Employee Payroll: For the rest of the staff employed. • Workers Payroll: For operational staff, in turn can be divided, for purposes of cost in production staff and maintenance staff. Payroll Information

• The remuneration should be appropriate to the nature and extent of the services and shall not be less than the minimum wage or to be paid for work of a similar nature in the region and in the company itself.

Assignments

• Salary or wages

• Retroactive

• Day of rest

• Assistance Bonus

• Night Bonus

• Overtime

Net Receivables: is the difference between income and deductions, is it really going to charge the worker.

• Overtime on holidays • Substitutions • Permission paid

• Holidays

• Marriage premium

• Commissions

According to L.O.T.T.T. Law

• Premium for children Deductions • Social Security.

• Housing Policy.

Art.167 Workday: The workday means the time during which the work or the worker is available to meet the responsibilities and tasks at your expense, in the social work process.

• Insurance unemployment. • INCE. • Income tax.

• FAOV O LPDH

• Union.

• Hall.

• Savings account.

• Loan company.

• Hospital Insurance.

• Commercial loans.

Limitations of the day work Art.173 Not exceed 5 days a week and is entitled to two days of continuous breaks and paid during each week of work.

• Other.

• Day: 5:00 am -7: 00 pm, 8 hours per day and 40 hours per week. • Night: 7:00 pm- 5: 00 am, eight hours per day and 40 hours per week. • Mixed: (Includes both times), 7 ½ hours per day and 37 ½ hours per week.

Considerations in developing the Payroll The process begins payroll each time you start a pay period. These periods are clearly defined by the Labor Law Article 150 which states:

Note: when mixed day has a night time more than 4 hours a night shift is considered in its entirety. Art.104 Salary: Remuneration means, advantage or advantages that can be evaluated in legal tender. Includes commissions, bonuses, perks, participation in profits or earnings, bonuses, holiday bonuses, holidays extra charge or night work overtime, food and housing.

"The worker and the employer shall determine the period for the payment of wages which shall not be more than a fortnight, but may be up to a month when the employee receives from the employer and housing supply." To the workers, their wages are paid weekly, whereas in the case of employees, the payment is made fortnightly.

Average Salary: Art. 104 second Paragraph L.O.T.T.T. Remuneration earned by the worker or the worker on a regular and continuing for the provision of their service. It excludes accidental character perceptions; those derived from the provision of old, those with wage Character.

Payroll Parties Remuneration or allowances: These are going to perceive the worker for the provision of their service.

Perceptions that are not part of the salary Art.105: Services preschool centers, food through room service, coupons, money,

Deductions: These are the amounts to be deducted, subtracted, the worker.

electronic cards, refunds of medical, pharmaceutical and dental supplies work wear, useful school supplies and toys, providing scholarships or training payments, training or specialization, payment of funeral expenses.

day Art 120 When serving on day holidays shall be entitled to wages for that day and also that is entitled by reason of work, calculations with a surcharge of 50% on the regular rate. Deductions

Art.113 wage classes:

This consists of items that will be subtracted from the gross remuneration received by each worker which may be administrative and legal.

Daily Wage: Represents the thirtieth of the remuneration per month. Salary / 30 Salary Time: Aliquot obtained by dividing the daily rate by the number of hours of night work or mixed.

• Administrative: Are all those made voluntarily as union dues, savings, loans, events, other

Daily wage / No. day hours

• Legal: Are all those arising by law which is mandatory. These include: SSO, RPE, or LPDH FAOV

Article 117 Bonus Night The night shift is paid with 30% surcharge least agreed wage for the day shift. To calculate that apply to the worker because of night work, is taken as a basis the normal salary earned during the respective day.

Social Secure System-SSO

Article178 Overtime Contribution: classified depend on the company / Social Security Act Art 65

They overtime, which work outside of normal working hours, and are casual or accidental to meet unforeseen or emergency work. The payment of overtime will be paid according to Art 118 LOTTT with 50% surcharge, so Men agreed wage for normal working. Furthermore, according to Art 117 LOTTT, 30% surcharge if they are nocturnal. Day: Regular Wage + 50% surcharge

EMPLOYER

CONTRIBUTION

Minimum Middle Maximum

11 12 13

CONTRIBUTION RISK WORKER 4% 4% 4%

Limit quote:

Night: Regular Wage + 50% +30% surcharge

• 750 weeks

Art Holidays and Rest 119

• Women - 5years and

Must be canceled when served weekdays from workweek. Once you have agreed a monthly salary payment of these compulsory days will range in pay. The calculation takes the average regular rate. The worker or the worker will not lose that right if during the workweek in work entity should fail a day of work.

• Men 60 years Calculation RGLSS Art 99 and 100:

Payment for work on public holidays or rest

Employees: monthly salary x 12 months / 52 weeks x 4% x Monday that has the month Workers: daily wage x 7 days a week x 4% Employment Arrangement under-RPE Contribution: Article 46 RPE EMPLOYER CONTRIBUTION 2%

CONTRIBUTION WORKER 1%

Limitations of the Trade: No age limits Calculation: Employees: monthly salary x 1% Workers: daily wage x 7 days a week x 1%

Lara C. A. Distribution They are asked for today to prepare the payroll of employees for March month and for Monday to Friday _15__11___ week. Employees

Position

Age

Salary

overtime

Loans

5M Overtime

1.000,00 Loans

600,00

Days worked 28 29 Days worked 4

Carlos Perez Carla Leal worker

Accountant seller position

40 37 age

5.500,00 changing salary

Pastor Torres Carmen Sanchez

Worker

3m/2n

500,00

worker

500,00

Additional Information: • The week is from Monday to Friday. •The 28th was holiday and Carlos Perez worked. • The month has 5 Monday • An employee with loan deducted 500, 00 and the worker 100, 00 • Carla Leal earns a salary of 2.400, 00 Plus 5% commission on sales that were 10.000, 00 • Employees will be canceled in the first half to 45% of his salary.

Administrative Service

Management introduction

Management is a science that teaches the most efficient way to drive business to previously established goals. Inspiring others based on a deep and clear understanding of human nature with a social process that takes the responsibility to plan, regulate and run the operations of a company by organizing, directing, coordinating and controlling all activities of trained and responsible employees, with the aim that together perform a specific task and float carrying the goals and benefits of the company or organization.



  

According to Henry and Mario Sverdlik Sisk (1979) the management is:



A difficult term to define that means different things to different people. Some identify with functions performed by entrepreneurs, managers or supervisors; others refer to a particular group of people. For workers, management is synonymous with the exercise of authority over their working lives...



 

 Manager is a person who is in charge of the management or coordination of the organization, institution or business, or a part of it as a department or a workgroup. As for example, a General Manager, a Manager of finance, a personnel manager, section managers, shift managers, project managers, among others.



 Motivation to manage: to be a good manager you have to feel the desire to lead the group.  Intelligence: A smart person with a good and formed personality. Capacity for analysis and synthesis: Mental status of the person to fix an idea or problem. Communication Capacity: Without it the current manager is doomed to failure. Psychology Skills: He should know how to treat the people. Listening Skills: It is important to know hear and listen to staff. Observation Skills: Pay attention to the situations. Leadership: It is clear that the leader has to know instruct and manage. Fighting Spirit: The route of the company is hard and the manager must know how to handle. Perseverance and Constance: Have to be persistent in their goal. Mental and Physical Strength: In the life of the manager has to spend much more time to work. Moral and Ethical Integrity: There is the legality and the illegality of the cases, not everything is valid and the end doesn’t justify the means. Critical Spirit: Don't get carried away by the current.

Role of the manager: • The role of the manager is used as efficiently as possible all available resources to obtain the maximum possible benefit from them. In other words, to

Characteristics of a manager:

maximize the productive organization, section, etc.

use

the

â&#x20AC;˘ In modern practice, the manager is usually an employee, paid partly by salary and sometimes part through either production bonuses or grant of shares of the organization for which they work, etc. â&#x20AC;˘ The management tasks are an important part of the functions of an entrepreneur. However, that is a general term used to designate who is in charge of a company, being, in this sense, a term more restricted while entrepreneurs are managers, not every manager is an entrepreneur.

The asset management

COMPLETE

That property, main principles formulation of action and a significant proportion of other senior positions in the hierarchy are held by members of an extended family.

1. Management is a science that teaches___________________________. 2. The management tasks are an important ________________ of an entrepreneur.

The political management

3. The quality manager must have skills such as ____________________________.

The political management is less common today, their chances of survival are very weak in modern industrial societies; it exists when property is divided into senior management positions decisive and keys are assigned. They are allocated on the basis of membership and political loyalties.

DEVELOPMENT II 1. According to Henry, Mario Sverdlik Sisk and what is management? 2. What is the role of a manager?

Management by objectives

3. Which are the basic principles of TQM?

It is the end point (or goal) to which management directs its efforts. Establishing a target is in effect, determining a purpose.

4. How can strategic management be described? 5. Make a mind mapping about the types of managements and their advantage in any company.

The purpose is to achieve coordinated effort among all the elements in the organization (Coordinating). Organizing must take into account delegation of authority and responsibility and span of control within supervisory units.

In business, administration consists of the performance or management of business operations and thus the making or implementing of a major decision.

Staffing: Mean filling job positions with the right people at the right time.

Administration can be defined as the universal process of organizing people and resources efficiently so as to direct activities toward common goals and objectives. Administrators engage in a common set of functions to meet the organization's goals.

It involves determining staffing needs, writing job descriptions, recruiting and screening people to fill the positions.

Directing:

Is leading people in a manner that achieves the goals of the organization. This involves proper allocation of resources and providing an effective support system.

These "functions" of the administrator were described by Henri Fayol as "the 5 elements of administrationâ&#x20AC;?.

Planning: Is deciding in

Directing requires exceptional interpersonal skills and the ability to motivate people.

advance what to do, how to do it, when to do it, and who should do it. It maps the path from where the organization is to where it wants to be.

One of the crucial issues in directing is to find the correct balance between emphasis on staff needs and emphasis on economic production.

Controlling: Is a function

The planning function involves establishing goals and arranging them in a logical order. Administrators engage in both short-range and long-range planning.

that evaluates quality in all areas and detects potential or actual deviations from the organization's plan.

Organizing:

it involves identifying responsibilities to be performed, grouping responsibilities into departments or divisions, and specifying organizational relationships.

This ensures high-quality performance and satisfactory results while maintaining an orderly and problem-free environment. Controlling includes information management, measurement of performance, and institution of corrective actions.

adjectives for the future are based in part on past experiences. Make a decision Continually, people must choose from several options that they find most convenient is to say, they take a lot of decisions in their daily lives, in more or less important, while taking easy or difficult depending on the consequences or results derived from each of them. You can move this general approach to the field of business. The decision covers the four administrative functions, as well as managers plan, organize, lead and control, they are often called decision makers.

A technical student in commercial and administrative service must know and practice all these functions in order to obtain the best results at work. They all work together and anyone is better than the others, each one needs from others to complete its duties.

In an organization, decisions making invades 4 administrative functions: planning, organizing, directing and controlling. A Taking decision is related to a problem, difficulty or conflict. Through the taken decision and its implementation is expected to get answers to a problem or solution to a conflict.

Personal qualities for making decisions Undoubtedly there are certain qualities that make decision makers are good or bad. Four are the qualities that are most important when analyzing the decision maker: Experience Good Judgment Creativity Quantitative Skills

Taken decisions literally mean "cut", or practical content to reach a conclusion. Decision problems require that there be a choice of several possibilities which must make the choice; time or experience is an important element in the taking decision process. The decision relates the present circumstances of the company or organization with actions that will be in the future. The decision is also based on the last bone in the experiences in this, positive or negative as this plays an important part in determining the options that managers consider practicable or desirable. Thus the

Other qualities may be relevant, but these four make up the fundamental requirements. Importance of decision making It is important because by using good judgment, Decision Making indicates that a problem or situation is assessed and considered deeply to choose the best way forward under the different alternatives and operations. It is also vital to the administration as it helps to maintain harmony and coherence of the group, and hence its efficiency in decision making,

consider a problem and come to a valid conclusion, it means you have examined all the alternatives and that choice was correct. This logical thinking will increase confidence in the ability to judge and control situations. One of the most competitive approaches research and analysis for decision making is operations research. Since this is an important tool for production management and operations.

Future Effects: It has to do with the extent to which the commitments related to the decision will affect the future. A decision that has a longterm influence can be considered a high-level decision, while a decision to short-term effects can be taken to a much lower level. Reversibility refers to the speed with which a decision can be reversed and the difficulty of making this change. If reverse is difficult, we recommend taking the decision at a high level, but if reverse is easy, it requires the decision at a low level. Impact: This refers to the extent that other areas or activities are affected. If the impact is extensive, it is indicated make the decision at a high level, a single impact is associated with a decision taken at a low level. Quality: This factor relates to labor relations, ethical, legal considerations, basic principles of conduct, company image, etc.. If many of these factors are involved, the decision is required at a high level, if only some are relevant factors, it is recommended to make the decision at a low level. Frequency: This element answers the question of whether a decision is taken or unusually frequent.

Decision making is considered as an important part of the planning process when you already know a try and a goal; the core of planning is really the decision process, so in this context the process that leads to taking a decision may be displayed as follows: Development of premises Identification of alternatives Alternative Assessment in terms of the desired goal. Choosing an alternative, i.e. a decision. The decision-making and its implementation It is often asked whether organizations have rules and regulations related to a process by which a manager can reach objectives, policies and strategies. While there is no single set of standards for any of these functions, all are related to different forms of decision-making it possible to develop a list of steps that apply to all circumstances in which decisions are made. We can then speak of a basic process known as the circuit or steps of decision making. There are five characteristics of decisions making:

the

Steps in the process of decision making

alternatives. The decision maker has to make a list of all the possible alternatives that could be used to solve the problem. Evaluate the alternatives: Having identified the alternatives, the decision taker must critically evaluate each. The advantages and disadvantages of each alternative are apparent when compared. The evaluation of each alternative is performed with respect to analyzing weighted approach.

Determine the need for a decision: The decision making process begins with the recognition of the need to make a decision, it is caused by a problem or a disparity between some desired state and the actual condition of the moment.

Select the best alternative (decision making): Once you select the best alternative you reach the end of the process of decision making in the rational process. This selection is quite simple. The only decision maker has to choose the alternative that has the highest rating in step number five. The example we would result in the purchase of a Mercedes, with minimal differences with other brands.

Identify the decision criteria: Once the need to make a decision, you should identify the criteria that are important to it. Let's consider an example. "A person thinking of buying a car, the decision criteria of a typical buyer will be: price, model, two or more doors, domestic or imported size, optional equipment, color, etc. These criteria reflect what the buyer thinks is relevant. There are people for whom it is irrelevant whether new or used, the important thing is that you meet their expectations of brand, size, image, etc.., And within the budget available. For another buyer what is really important is that it is new, disregarding the size, brand, reputation, etc.â&#x20AC;?

Types of Decisions Decisions can be divided into two categories.

Programmed decision: They are programmed to the extent that they are repetitive and routine, also to the extent that it has developed a definitive method to handle them. Being the problem well structured, the command does not need to go through the effort and expense of making a complete decision process. These decisions have scheduled some guides or procedures (sequential steps to solve a problem), rules to ensure consistency in the disciplines and

Assign weight to the criteria: The criteria listed in the previous step are relatively unimportant. It is necessary to weigh each and prioritize their importance in the decision. Develop all the alternatives: The basis of the decision-making and is just deploying

with a high level of justice, other than a policy, which are the guidelines to channel the thinking of the command a specific address.

to make you feel valuable to the others. In assertive communication respect f prevails or self and others. Assertive Communication is the process by which ideas and feelings expressed so:

Unscheduled decision: "The restructuring of an organization" or "close an unprofitable division" are examples of non-programmed decisions, also "the creation of a marketing strategy for a new product."

     

Do not let them continue to make decisions based on rumors or news, such information must be obtained, perform an analysis and obtain the knowledge that under the criteria or weighted key policies that determine the organization, decisions can be supported to allow the organization to successfully deal with situations and challenges.

Aware Consistent Clara Direct Balanced Respectful

Characterization of an assertive person 1. Having an communication.

effective

interpersonal

2. Find the value that is who you are. 3. Knowing and feeling good qualities you have. 4. To recognize, strengths and weaknesses. 5. It is the willingness to achieve what we want to keep us aware. 6. Taking calculated risks. 7. You can communicate with people at all levels. 8. It actively guides in life. 9. He/she acts in a way that respects him/her. 10. It becomes the owner of your time and your life. 11. Accept or reject your emotional world people. 12. It is emotionally free to express their feelings.

When we learn to be assertive we refer to promote the development of skills that allow us to be people direct, honest and expressive in our communications, in addition, to be confident, self-respect, and have the ability

13. Are encouraged to exercise power without becoming tax.

14. Recognizes the basic rights of the individual and respects him and others.

But specifically how is assertive communication? How can we communicate with others in this way without feeling attacked or not we give up what we want out of fear?

15. Assertiveness is innate but can be learned.

   

Establish good eye contact. Relaxed body position. Clear tone and steady voice. Use a vocabulary assertive: "I think", "I'm sorry", "I want".  Use words of collaboration ("Let's see", "How can we resolve this?").  Demonstration of interest ("What do you think?", "What do you see?").  There is a balance between thinking and feeling.

Elements of Assertive Communication • Be direct in expressing what is required. • Tackling the problem not the person. • Specific Treat, not general. Do not give excessive explanations.

Assertive people believe that all individuals have equal rights to express themselves honestly, show that respect to others as well as themselves, even if they have opposing views. Thus, the assertive behavior increases self-esteem, leads to the development of mutual respect and to achieving one's goals without sacrificing other.

• Do not apologize more than you need. Communication Styles In our interpersonal relationships are always three ways to deal with our environment. At work if we are to succeed we must choose the Assertive Communication.

IN PASSIVE RESPONSE, PEOPLE: • Allow violate her rights; • Let others take advantage of them; • do not achieve their goals; • They get frustrated, unhappy and anxious wounded; • Showing inhibited and withdrawn, and • allow others to decide for them.

IN ASSERTIVE RESPONSE, PEOPLE • protect their own rights and respect those of others; • Achieve your goals without detriment of others; • They feel good about themselves and have confidence; • Showing sociable and emotionally expressive, and • They decide for themselves.

IN AGGRESSIVE RESPONSE, PEOPLE: • Violate the rights of others; • Achieve their goals at the expense of others; • They are belligerent, humiliate and despise others; • explosive reaction are unpredictable, hostile, angry, and • Get into the decisions of others.

However, assertive individuals do not always achieve what they want. You can be assertive and do something we do not want to do, if anyone really needs. Assertive people seek to achieve a balance between being overly concerned about the other - to the point of forgetting their own needs and being selfish. Assertive behavior reduces the possibility of damage, blaming or alienating others. Make known our needs and take responsibility for our actions, reduces the tendency to blame others or take revenge on them for not achieving the goals. Esteem: is a set of perceptions, thoughts, evaluations, feelings and behavioral tendencies aimed toward ourselves, to our way of being and behaving, and to the

features of our body and our character. In short, it is the evaluative perception of us. Teamwork is one of the working conditions of psychological type influences workers more positively because he allows companionship. It can give very good results, as it usually generates enthusiasm and satisfaction produces recommended tasks.

The importance of self-esteem is that concerns our being, our way of being and sense of our worth. Therefore, it can affect our way of being and acting in the world and relate to others. Nothing in the way we think, feel, decide and act escapes the influence of self-esteem. Self-esteem is a series of thoughts, behaviors and emotions directed towards oneself. What you think about you at all times, how you talk to yourself, how you treat yourself, what you do when you make a mistake, when someone criticizes you, when you succeed, when flatter you, when you fail ... All that is shaping your self-esteem.

Companies usually promote between workers a harmonious environment so beneficial results. In work teams, are developed rules that must be respected by all members of the group. They are rules of behavior established by the team members. These rules provide each individual a basis for predicting the behavior of others and prepare an appropriate response. Include the procedures used to interact with others. The role of standards in a group is a recognized status as an organized unit, and the roles of the individual members.

Thus, self-esteem is related to your way of thinking: if you think in a rational, logical and constructive way or on the contrary, make mistakes of thought, have to do with your attitude towards yourself, with your present ideas, with your self-imposed rules. If you are a rigid and inflexible person, who imposes strict rules of behavior, and overly perfectionist, it will be much more difficult to maintain a healthy self-esteem than if you're more tolerant with yourself, your mistakes and your failures.

The force that integrates the group and its cohesion is expressed on solidarity and sense of belonging that manifest its components. It is stronger and more cohesive, more likely the group share values, attitudes and common rules of conduct.

“YOUR SELF ESTEEM DEPENDS ONLY ON YOU."

ACTIVITY Make an analysis of: • What are the characteristics of assertive people? And

The team work is useful not only for one person but for the whole team involved. It will bring more satisfaction and will make us more sociable, also teach us to respect the ideas of others and help colleagues if they need our help.

• Which of these characteristics you possess? • What should you do to be assertive when communicating?

Advantages of Teamwork

For companies and organizations and individuals

Among the essential benefits having fellowship and teamwork, both for individuals and for organizations, include:

• Increase the quality of work to take decisions by consensus.

For individuals teamwork is to be equally reliable work to achieve something great and satisfying.

• It strengthens the collectivist spirit and commitment to the organization. • Reduces the time to research and discuss providing solutions group.

• It works with less stress by sharing the hardest and most difficult jobs.

• Decrease institutional costs.

• We share the responsibility to seek solutions from different points of view.

• There is an increased knowledge and information.

• It is more rewarding for being a participant in a job well done.

• New forms of addressing a problem.

• are shared economic incentives and professional recognitions.

• Decisions are better realized.

• can be influenced best in others to the individual solutions that each individual has.

• There is a greater acceptance of solutions.

• The more positive experience the feeling of a job well done.

• Attrition, not be present physically or psychologically isolated and absent without reasons.

• Decisions are taken with the participation of the entire team have greater acceptance that decisions made by a single individual.

• The division, called excess care, the urgent need to attract sympathy and showcase the successes.

• They are more diverse viewpoints.

• It has more information than any of its members separately. • Group work allows different views when it comes to making a decision. This enriches the work and minimizes frustration. Teamwork Features • We can exchange views respecting the ideas of others.

• It is a harmonious integration of functions and activities performed by different people.

• Achieve greater integration between people in order to learn the skills of the members.

• For its implementation requires that responsibilities are shared by its members.

• Need that activities are carried out in a coordinated manner. • Programs need to plan collaboratively to point to a common goal. The idea of teamwork is an idea that has existed since the time when humans began to live in societies and required to do the collaboration of all members of a community. Today, the concept is closely related to the dynamics of group work in different fields and areas such as education, labor, student and even familiar. The importance of teamwork therefore arises by the fact that it is considered that the more people so committed to be heading in performing an activity, the better and more effective the results.

Leadership is the set of managerial or managerial skills that an individual has to influence the lifestyle of people or in a particular group of people, making this team work with enthusiasm, achievement of goals and objectives. It is also understood as the ability to take initiative, manage, convene, promote, encourage, motivate and evaluate a group or team. In business management leadership is the exercise of executive activity in a project effectively and efficiently, whether personal or institutional management (within the administrative process of the organization). Leadership involves an unequal distribution of power. Group members are not powerless; shape the group's activities in different ways. Although, as a rule, the leader will have the final say TYPES OF LEADERSHIP

What does teamwork mean? _____________________________________ ____________________________________. Does your school group apply teamwork’s features? Why? _____________________________________ ____________________________________. Give an example of teamwork in your school _____________________________________ ____________________________________. Observe the following picture What’s happening?

Charismatic leader: Get great strides in achieving strategic organizational goals to an optimal situation, while more critical situations consistent solutions given, tending to stay long in high quality planning. Leaders who possess this style have a hard time interacting with people with motivation to achieve very high.

Superior intelligence Leaders: its scope is more favorable when organizations employ highly skilled, thus transactions with optimal results. They show a great rejection and do not feel good at confrontations in the market for low value products popular and a great dependence on the brand of the same. So this type of superior intelligence leader admires the intelligence of others. Consequently, leaders who have great empathy, totally reject the superior intelligence.

would cost too much to accept that their performance is not the best. Natural leader: His performance is outstanding in most circumstances, and especially in those corporations whose brands are recognized worldwide. They have difficulty adjusting to the organizations whose operations are too sales oriented. You could say that this type of leader is the most effective, since one of his great skills is the motivation that transmits to his closest followers to work with pleasure and maintain paid to shareholders and their respective suppliers.

Autocratic leader: Especially effective in times of crisis, since he does not feel the need to ask too many questions. He struggles to adapt to organizational settings where actors possess them are highly educated and highly skilled. However he is successfully acting in different situations. In countries that accept social differences are very comfortable.

Another kind of leaderships is: Formal leadership: organization.

preset

the

Informal Leadership: Emerging in the group. IMPORTANCE

Shepherd Leader: very reliable in organizations with a highly consistent evolution but are ineffective to crises emergencies for quick decisions required. Such leaders are very comfortable in mercantile organizations maximum stability.

Human relationships always consist of a complex network of power, hierarchy and domination and that is why today one of the most important and effective ways to make a link between individuals is the leadership function. When we talk about leadership, we are referring to people who occupy permanently or temporarily the role of leader, the one who directs the destinies of others with the idea of the common good, or at least achieve a previously established. While the idea of leadership is related mainly to the scope of work, the reality is that the importance of leadership can be made visible in a myriad of situations and ties: in friendship groups, in families, in educational settings.

General or head of the army: carried out his best performances of the need to prepare for war. Instead, they have their worst when they perceive that this war is not beneficial. They are highly competent in the preparation but not to reach conclusions. They think they have no need to reach the conclusion, given his belief that his preparation is so good I always win the battles. Leaders of royalty: have their best opportunities when working in organizations are very old and are leaders in the market and are not suited to those organizations whose products have massive demand, this style is not recommended for organizations due to the difficult to detach them from their role as a result of which they themselves

ADVANTAGES ď &#x160; Save time and management. ď &#x160; Power management capabilities

 Freedom from the pressure of immediate work  Increases their motivation  He maintains excellent human relations with the group.  It is updated on the topics of interest.  It is the head and accountable to other guidelines  Human sense is given to the administration.  He won appreciation, gratitude and respect of the people.

Activities: Look at the cartoon; what happens there?

Write an essay about leaders in your community.

DISADVANTAGES

Find words in the chart:

1 - The delegation bad management can lead to failure.

Leadership; Orientation; Capabilities; Freedom; Immediate; Optimism; Work; Commitment; Motivate; Delegate; Entrepreneurial; Charisma

2 - When a long thin, you might think you lose authority 3 - It is a problem when there is trust in the employee

FEATURES OF LEADERSHIP

W Y

M O

A leader must have the following features or skills Entrepreneurial drive, Charisma, spirit of service, Clear orientation toward a goal or mission, Optimism, The ability to delegate and motivate and Commitment.

W Y

M H

W E

M E

W L

M D

M O

M R

M I

M R

W O

M Ñ

W T

How to develop leadership skills:

CONSIDERACIONES_L9788497679473.html http://www.deguate.com/infocentros/educa cion/recursos/comercio/docmercantiles.htm http://pedageducomercial.blogspot.com/201 2/02/la-oficina-en-el-mundoempresarial.html

http://www.emagister.com/cursocontabilidad-basica/operaciones-bancarias

http://es.wikipedia.org/wiki/Categor%C3%A Da:Material_de_oficina

http://www.monografias.com/trabajos13/do cumerc/documerc.shtml

http://www.ehowenespanol.com/usosmaquinas-fotocopiadoras-info_207765/

http://es.scribd.com/doc/61228587/Docume ntos-Mercantiles-No-Negociables

http://www.ehowenespanol.com/fotocopiad ora-como_48598/

La Nómina – Guía del Taller de capacitación dictado en la ETC Dr. Ambrosio Perera

http://www.gentedigital.es/rivas/noticia/468 865/la-importancia-de-archivar/

http://gerentemodernoiupg.blogspot.com/2 007/10/tipos-de-gerencia.html

http://www.educacion.navarra.es/portal/dig italAssets/32/32388_Fotocopiadoras_esp.pd f http://pedageducomercial.blogspot.com/201 2/02/el-oficinista.html

http://es.wikipedia.org/wiki/Gerente http://www.buenastareas.com/ensayos/Ger encia-De-La-Calidad/118806.html http://gerentemodernoiupg.blogspot.com/2 007/10/tipos-de-gerencia.html

http://www.buscarempleo.es/profesiones/c ualidades-de-la-oficinista.html Fuente: REVISTA GERENTE. Autor: Virginia Alfonso. http://motivacion.about.com/b/2011/10/16/ que-es-la-autoestima.htm

http://es.wikipedia.org/wiki/Gerente http://www.buenastareas.com/ensayos/Ger encia-De-La-Calidad/118806.html

www.mailxmail.com/curso.../documentosmercantiles-letra-cambio-pagare

Management &business students book, TOOL, Richmond publishing

www.emagister.com/cursosgratis/documentos-mercantiles-tps-69287

Spectrum, student’s book; how you can use a fax /copy machine; London publisher 2001.

www.intercodex.com/LA-TRIBUTACION-DELOS-DOCUMENTOS-MERCANTILES-EN-ELIMPUESTO-DE-ACTOS-JURIDICOSDOCUMENTADOS-ALGUNAS-

English/Spanish dictionary; Diccionario pocket Español/Inglés, editorial Larousse

Commercial correspondence for students of English as a second language/ Mac Graw-Hill second edition 1988 http://correspondencia.bligoo.com.ve/corres pondencia#.UadKpdKmg0I http://www.monografias.com/trabajos57/co rrespondencia/correspondencia.shtml http://carlalucena.blogspot.com/2012/07/qu e-es-la-correspondencia.html http://html.rincondelvago.com/corresponde ncia.html http://es.slideshare.net/guestb696b8/lacorrespondencia-3363889 http://es.slideshare.net/grupodecomunicaci on/los-sobres-y-la-correspondenciacomercial-11260395 http://clasificacindlacorrespondencia.blogsp ot.com/

Note: All research, exercises, and translations were made by students of 5th year of managerial assistance under the supervision of Prof. Monica Santos and Rosarmy Garcia.

Escuela Técnica Comercial y de Servicios Administrativos “Dr. Ambrosio Perera”

“Dr. Ambrosio Perera” Technical School in Commercial & Administrative service

Barquisimeto- Estado Lara

Barquisimeto- Lara State

Guía Teórico- Práctica en Comercio y servicios Administrativos

Commercial and Administrative Service Guide

Estudiantes del 5to año de Asistencia Gerencial Prof. (s) Mónica Santos y Rosarmy García

Students of 5th year in Management Assistance Prof. (s) Monica Santos and Rosarmy Garcia 08/06/2013

08/06/2013