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POFT1309-Chapter 4-6
Administrative Office Procedures
| Answer | Question |
|---|---|
| Character | a combination of personal standards of behavior or traits, such as integrity and moral strength |
| Code of ethics | a written pledge to make responsible, moral decisions |
| Core values | long-term attributes that don't change from day to day or situation to situation |
| Ethics | guidelines or accepted beliefs about what is right or wrong, good or bad |
| Morals | principles or rules for behaving in the right manner |
| Stakeholders | a person or group that has a vested interest in a decision or action |
| Values | personal beliefs about what is right and wrong |
| Cohesion | a quality of an effective team by which the team "sticks together" and operates as one |
| Cross-functional team | a team composed of individuals from several different functional groups within an organization, usually brought together to solve a problem or work on a project that requires their expertise |
| Groupthink | a situation in which the members of a team tend to suppress divergent ideas and to make their opinions and decisions conform to those of the group |
| Informal roles | roles on a team that are not articulated or assigned but that members recognize as needing to be filled and taken on |
| Project team | a team developed for a clearly defined project with a beginning and end |
| Status report | a report to a supervisor on the progress of a teams activities |
| Team | a group of people who work together towards a common goal |
| Team norms | habits or unwritten rules of operation from a team |
| Virtual team | a team that primarily meets electronically |
| Customer | someone who buys or uses the products or services of a company or organization |
| Customer focus | a commitment to providing high-quality customer service to all customers |
| Customer service | the ability of an organization to consistently give customers what they want and need |
| Empathy | understanding or concern for someones feelings or position |
| External customers | people or other organizations that buy or use the products and services provided by the organization |
| Human relations skills | abilities that allow one to interact with others effectively |
| Internal customers | departments or employees within an organization who use the products or services provided by others within the organization |
| Live chat | exchanging text messages in real time via a computer or other device such as a cell phone |
| Strategy | a plan of action for achieving a goal |
Created by:
dawnbryant
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