CFLM 2

Character Formation with Leadership, Decision Making,

Management & Administration

Objectives:

 explain and critically discuss different theories and theoretical

perspectives in leadership, negotiation and decision-making, as well as
models that describe how leaders are perceived (leadership style),
 analyse a leader's decision-making and role in negotiations,
 analyse how decision-making and strategies in negotiations affect how a
leader is perceived,
 critically examine the role and meaning of ethics in leadership, decision-
making and negotiations.
 communicate central concepts for the course in English, both orally and in
writing

Introduction:

UNIT 1: What is LEADERSHIP?

 Leadership is the ability of an individual or a group of individuals to

influence and guide followers or other members of an organization.
 Leadership is the art of motivating a group of people to act towards
achieving a common goal.
 Leadership involves showing workers how to effectively perform their
responsibilities and regularly supervising the completion of their tasks.

What are the synonyms of Leadership?

Administration Oversight
Control Headship
Direction Guidance
Generalship Management
Governance Lead

What does an effective leader do?

 Effective leaders inspire and motivate, and those who know how to bring
out the best in themselves and others help their organizations to thrive
and grow.
 Effective leader has an easy level of honest communication with their
teams and their peers, and a thorough understanding of how they are
perceived. Testing others’ perception of you can be as simple as
observing their behavior.
 Effective leader really wants to know what people think, the leader asks
his or her employees.
 Effective leadership is based upon ideas, but won't happen unless those
ideas can be communicated to others in a way that engages them enough
to act as the leader wants them to act.

What are the different styles of leadership?

1. Coaching Leadership

Remedo Asito
A coaching leader is someone who can quickly recognize their team members’
strengths, weaknesses and motivations to help each individual improve. This
type of leader often assists team members in setting smart goals and then
provides regular feedback with challenging projects to promote growth.

2. Visionary Leadership
Visionary leaders have a powerful ability to drive progress and usher in periods
of change by inspiring employees and earning trust for new ideas. A visionary
leader is also able to establish a strong organizational bond

3. Servant Leadership
Servant leaders live by a people-first mindset and believe that when team
members feel personally and professionally fulfilled, they’re more effective and
more likely to produce great work regularly.

4. Autocratic Leadership
Also called the authoritarian style of leadership, this type of leader is someone
who is focused almost entirely on results and efficiency. They often make
decisions alone or with a small, trusted group and expect employees to do
exactly what they’re asked.

5. Laissez-faire or hands-off Leadership

This leadership style is the opposite of the autocratic leadership type, focusing
mostly on delegating many tasks to team members and providing little to no
supervision

Activity No. 1

Answer the following:

1. What are the most important values you demonstrate as a leader?

2. How have you gained commitment from your team?
3. How can a leader fail? Give an example of that.
4. What is the difference between a Team leader and a Team manager?
5. Describe a time you took a leadership position when you did not have the
title of a leader.
6. How would you go about getting cohesion among a team who disagree?
7. What is the most difficult part of being a leader?

UNIT 2: What is Decision Making?

Remedio Asito
  Decision making is precisely the study of how real individuals at home or
work actually take decisions, that is, what models they use to structure
and interpret their world.
 Decision making is at the centre of several intellectual discipline;
economics, politics, systems analysis and psychology to cite the main
ones
 The thought process of selecting a logical choice from the available
options. When trying to make a good decision, a person must weigh the
positives and negatives of each option, and consider all the alternatives.
For effective decision making, a person must be able to forecast the
outcome of each option as well, and based on all these items, determine
which option is the best for that particular situation.

What is Decision Making in Modern Management?

 Integral part of modern management. Making the correct decision at the

correct time.
 While making a decision, positives and negatives of each option must be
weighed, and all the alternatives are to be considered.

What is Decision Making in Simple Words?

 Making choices from among two or more alternatives.

 The process of identifying and selecting a course of action to solve a
specific problem
 Leads to motivated and dedicated employees

What is Decision Making Process?

 As a set of actions and dynamics factors that begins with the identification
of a stimulus for action and ends with the specific commitment to action.
 Formulating a question to be answered
 Gathering information in order to identify and/or create alternative answers
to the questions
 Predicting the consequences of acting on each of the alternative answers.
 Making a judgment/decision by selecting what appears to be the best
alternative answer of the question.

What are the 7 steps of Decision Making Process?

Step 1: Identify the decision

You realize that you need to make a decision. Try to clearly define the nature of
the decision you must make. This first step is very important.

Step 2: Gather relevant information

Collect some pertinent information before you make your decision: what
information is needed, the best sources of information, and how to get it. This
step involves both internal and external “work.” Some information is internal:
you’ll seek it through a process of self-assessment. Other information is external:
you’ll find it online, in books, from other people, and from other sources.

Step 3: Identify the alternatives

As you collect information, you will probably identify several possible paths of
action, or alternatives. You can also use your imagination and additional
information to construct new alternatives. In this step, you will list all possible and
desirable alternatives.

Step 4: Weigh the evidence

Draw on your information and emotions to imagine what it would be like if you
carried out each of the alternatives to the end. Evaluate whether the need
identified in Step 1 would be met or resolved through the use of each alternative.
As you go through this difficult internal process, you’ll begin to favor certain
alternatives: those that seem to have a higher potential for reaching your goal.
Finally, place the alternatives in a priority order, based upon your own value
system.

Step 5: Choose among alternatives

Once you have weighed all the evidence, you are ready to select the alternative
that seems to be best one for you. You may even choose a combination of
alternatives. Your choice in Step 5 may very likely be the same or similar to the
alternative you placed at the top of your list at the end of Step 4.

Step 6: Take action

You’re now ready to take some positive action by beginning to implement the
alternative you chose in Step 5.

Step 7: Review your decision & its consequences

In this final step, consider the results of your decision and evaluate whether or
not it has resolved the need you identified in Step 1. If the decision has not met
the identified need, you may want to repeat certain steps of the process to make
a new decision. For example, you might want to gather more detailed or
somewhat different information or explore additional alternatives.

What is Effective Decision Making Skills?

o Assess the situation

By defining the problem, you can be selective about the information you are
going to use to make your decision.

o Make a decision
The ‘fast’ method is a gut feeling, unconscious and automatic. The ‘slow’ method
is rational, conscious and requires mental effort. These two processes can be
used by a leader to make any number of decisions. Your decision-making will
also be influenced by your leadership style. If it is democratic then your decisions
will have to reflect the opinions of others. If it is autocratic this will be less of an
issue

o Review your decision

Reviewing our decisions allows us to mitigate the effects of the poor decision as
quickly as possible, and to reduce the number of future poor decisions by
learning from our mistakes.

o An on-going process
Good leader makes good decisions. However, this is an acquired skill, and as
with all skills it requires deliberate practice with coached feedback to ensure that
your expertise develops. Using decisional aids and being open to feedback on
your performance.

Types of Decision Making

 Programmed decisions - Programmed decisions are those which are

normally repetitive in nature and are taken as a routine job and
responsibilities.

 Non programmed decisions - Is not a routine or repetitive nature. These

are unique and new and they have a long-lasting effect on the
organization.
  Major and minor decisions - Among different decisions some decisions
are considerably more important than others and are prioritized.

 Routine and strategic decisions - Routine decision making means such

decisions, which are taken in respect of the day to day activities of the
organization and which require less thinking and advise. These are of a
repetitive nature. Basic decision making means such decisions which are
essential for the existence of the organization and for which complete
study, analysis, power, and critical thinking are essential.

 Organizational and personal decision - Organizational decisions are

those which an executive takes in his official capacity and which can be
delegated to others. On the other hand, personal decisions are those
which an executive takes in his individual capacity but not as a member of
organization.

 Individual and group decisions - When the size of the business unit is
small and the decisions to be taken do not require high, specific and
technical knowledge, then the decisions for various problems are normally
taken by the managers himself. Such decisions are known as individual
decision-making technique.

- Group decision making techniques mean such decisions which are not
taken by a single individual, but by a group. This is known as
participating decisions are known as individual decision making.

 Policy and operating decisions - Policy decisions are those which are
taken by top management and which are of a fundamental character
affecting the entire business. Operating decisions are those which are
taken by lower management for the purpose of executing policy decisions.
Operating decisions relate mostly to the decision marker's own work and
behavior while policy decisions influence work or behavior pattern of
subordinates.

 Tactical and Strategic Decision Making - Tactical decisions are those

which a manager makes over and over again adhering to certain
established rules, policies and procedures. They are of repetitive nature
and related to general functioning. Strategic decisions on the other hand
are relatively more difficult. They influence the future of the business and
involve the entire organization. Decisions pertaining to objective of the
business, capital expenditure, plant layout, production etc.
 Policy, Administrative and Executive Decisions - Policy decisions are
taken by top management or administration of an organization.
Administrative decisions are made by middle management and are less
important than policy decisions. Executive decisions are those which are
made at the point where the work is carried out.

Example of Decision Making

Even if you do not yet have management experience, you probably have
made decisions in a professional setting.

 Facilitating a brainstorming session to generate possible names for a new

product.
 Brainstorming possible themes for a fundraising campaign.
 Comparing the strengths and weaknesses of three potential vendors for
processing payroll.
 Comparing the leadership potential of different team members and
choosing a project manager.
What is Decision Making in Business?

 Decision making is central to an understanding of organizations and of

business. Decision making raises questions about our understanding of
how organization works.
 It I part of the broader field of organization studies and organization
theory. It has therefore fallowed a similar pattern of evolution, drawing on
a variety of paradigms and perspectives and being characterized by a
multiplicity of theories, models and methodologies.
 Every day a number of decisions must be made that determine the
direction and efficiency of the organization we work for. Decisions are
made concerning production, marketing and personnel. Decisions are
made affecting costs, sales and margins.

What is Decision Making Skills?

Making good decisions is a life skill that can be learned. The skills and
abilities to make right and effective decisions are some of the most difficult to
learn. It is a lifelong learning process defined by our personal traits, errors, and
experience. We have to make decisions and choices everywhere and almost all
the time in our personal and business life. Some of them are easy to make and
requires a short decision-making process while others are the hardest choices in
our life.

Activity No. 2

Give example of Decision Making Process.

UNIT 3: What is MANAGEMENT?

 Management includes all those people who are concerned with managing
an organization. It is sum of organized activities by a group of people.
Management involves decision making at various levels of organization for
getting things done by others. It is both science as well as an art, because
the fundamentals of management are same everywhere but the practices
differ.

 Management is essential for an organized life and necessary to run all

types of management. Good management is the backbone of successful
organizations. Managing an organization means getting things done to
achieve life’s objectives and managing an organization means getting
things done with and through other people to achieve its objectives.

 Management is a set of principles relating to the functions of planning,

organizing, directing and controlling, and the application of these
principles in harnessing physical, financial, human and informational
resources efficiently and effectively to achieve organizational goals.

 Management is distinct process consisting of planning, organizing,

activating and controlling to determine and accomplish the objectives by
the use of people and resources.

What are the important characteristics or features of management?

1. Management is goal oriented process:

Management always aims at achieving the organizational objectives. The

functions and activities of manager lead to the achievement of organizational
objectives. It motivates all the employees and organize all the resources keeping
in mind the main target of selling 1000 computers.

2. Management is pervasive:

Management is a universal phenomenon. The use of management is not

restricted to business firms only; it is applicable in profit making, non-profit
making, business or non-business organizations; even a hospital, school, club
and house has to be managed properly.

3. Management is Multidimensional

Management does not mean one single activity but it includes three main
activities.

4. Management is a continuous process:

Management is a continuous or never-ending function. All the functions of

management are performed continuously, for example planning, organizing,
staffing, directing and controlling are performed by all the managers all the time.
Sometimes, they are doing planning, the staffing or organizing, etc. Managers
perform on-going series of functions continuously in the organization.

5. Management is a dynamic function:

Management has to make changes in goal, objectives and other activities

according to changes taking place in the environment. The external environment
such as social, economic, technical and political environment has great influence
over the management.
 6. Intangible:

Management function cannot be physically seen but its presence can be felt. The
presence of management can be felt by seeing the orderliness and coordination
in the working environment. It is easier to feel the presence of mismanagement
as It leads to chaos and confusion in the organization.

7. Composite process:

Management consists of series of functions which must be performed in a proper

sequence. These functions are not independent of each other.

8. Balancing effectiveness and efficiency:

Effectiveness means achieving targets and objectives on time. Efficiency refers

to optimum or best utilization of resources. Managements always try to balance
both and get the work done successfully. Only effectiveness and only efficiency
is not enough for an organization: a balance must be created in both.

What are the various management functions?

 Planning

- Planning means to decide in advance what is to be done. It charts a

course of actions for the future.
- It is an intellectual process and it aims to achieve a coordinated and
consistent set of operations aimed at desired objectives.

 Organizing

- Once the objectives have been established through planning,

management concern must turn to developing an organization that is
capable of carrying them out. The management function of organizing
can be defined as, relating people and things to each other in such a
way that they are all combined and interrelated into a unit capable of
being directed toward the organizational objectives.

 Staffing

- Staffing is the selection, training, motivating and retaining of personnel

in the organization. Before selection, we have to make analysis of the
particular job, which is required in the organization, then comes the
selection of the personnel. It involves manpower planning to have the
right place and avoid square peg in the round hole.

 Directing

- Directing means the issue of orders, assignments and instructions that

permit the subordinate to understand what is expected of him, and the
guidance and overseeing of the subordinate so that he can contribute
effectively and efficiently to the attainment of organizational objectives.

 Commanding

- When given orders and clear working instructions, employees will

know exactly what is required of them. Return from all employees will
be optimized if they are given concrete instructions with respect to the
activities that must be carried out by them. Successful managers have
integrity, communicate clearly and base their decisions on regular
audits. They are capable of motivating a team and encouraging
employees to take initiative.
  Coordinating

- It is the act of synchronizing people and activities so that they function

smoothly in the attainment of organization objectives. Coordination is
more important in the health services organization, because
functionally they are departmentalized. Different kinds of organization
require different amount of coordination.

 Controlling

- By verifying whether everything is going according to plan, the

organization knows exactly whether the activities are carried out in
conformity with the plan.

Control takes place in a four-step process:

1. Establish performance standards based on organizational objectives.

2. Measure and report on actual performance.
3. Compare results with performance and standards
4. Take corrective or preventive measures as needed.

 Reporting

- Reports are oral or written exchanges of information shared between

caregivers or workers in a number of ways.
- A report summarizes the services of the person, personnel and of the
agency. Reports are written usually daily, weekly, monthly or yearly.

 Budgeting

- Budgeting through primarily recognized as a device for controlling,

becomes a major part of the planning process in any organization. It is
expressed in financial terms and based on expected income and
expenditure. Budget is the heart of administrative management.
- It served as a powerful tool of coordination and negatively an effective
device of eliminating duplicating and wastage.

What is scientific management?

- Scientific Management is a scientific selection and training of

employees leads to better workforce which ensures increase in
efficiency. Its main objective was improving economic efficiency,
especially labor productivity by analyzing and establishing workflow
processes. Scientific Management’s themes include analysis,
synthesis, logic, rationality, empiricism, work ethic, efficiency and
elimination of waste, standardization of best practices and others.
- Scientific management refers to that kind of management which
conducts a business or affairs by standards established by facts or
truths gained through systematic observation, experiment, or
reasoning.

There are four principles in scientific management:

1. Adopt scientific measurements break jobs into series of small, related

tasks and develop a standard time for each task.
2. Use systematic methods for selecting workers and training them for
specific jobs.
3. Establish clear division of responsibility between management and
workers, where management sets goals, plans and supervises and the
workers execute the required tasks.
 4. Established a discipline where management sets the objectives and the
workers cooperate in achieving them.

Describe a good manager or manager strong character

 Fair treatment

- Managers who value fair treatment will allocate tasks and set
schedules keeping in mind people’s capacity and development goals.
They acknowledge good work. They build a diverse and inclusive team
and encourage diversity of thought.

 Vision and Goal Setting

- A manager ensures the vision and strategy of the organization is

translated into an actionable vision and strategy for the team. They
help people understand how their role contributes the organization’s
success.

 Fosters Innovation

- Managers who foster innovation empower their teams to make

decisions and learn from failures and achievements. They don’t
micromanage people. They encourage innovative ideas and
approaches and help people to implement them.

 Communicating

- Managers who are great communicators are good listeners. They allow
time for others to speak. They have a clear understanding of the
organization’s vision and share it with the people in their team in a way
that motivates them. They keep their team up-to-date on what’s
happening in the organization.

 Caring

- Managers who are caring take time to get to know the individuals in
their team. They’re genuinely interested in people’s success and
personal well-being and show this by regularly checking in with people
on how they’re going both at work and outside work.

Activity No 3

1. How do you define a successful manager? Answer it by stating the

qualities of a successful manager. Discuss.
2. If you will become a manager someday, how will you motivate your staff in
tough times?
3. What do you think will be the most challenging part of this position
(managerial)?
4. How do you go about coaching an employee who is not performing where
they need to be?
5. How do you handle conflict with two employees?
UNIT 4. What is ADMINISTRATION?

 Administer originated from Latin word – “ministiare” meaning to serve.

 Administer means to look after or manage the affairs of people.
 The organization and direction of human and material resources to
achieved desire ends.
 Administration generally refers to the day-to-day management of activities
to achieve a goal.
 Administration is to care for or look after people, to manage affairs.
 Administration is a type of cooperative if it has effects that would be
absent if the cooperation did not take place.
 The significance of high degree of rationality lies in the fact that human
cooperation varies in effectiveness of goal attainment whether we think in
attainment, terms of formal goals, the goals of leaders, leaders or of all
who cooperate.
 Administration is a planned approach to the solving of all kinds of
problems in almost every individual or group activity, both public and
private.

What word is similar to administration?

 Agency – an organization, company, or bureau that provides some service

for another.
 Organization – the state or manner of being organized.
 Government – control exercised over the actions of the members, citizens,
or inhabitants of communities, societies and states; direction of the affairs
of a state, community, etc.
 Management – the act or manner of managing; handling, direction or
control.
 Department – a distinct of anything arranged in divisions; a division of
complex whole or organized system.

What does it mean to go into administration?

 Going into administration is when a company becomes insolvent and is

put under the management of Licensed Insolvency Practitioners. The
directors and the secured lenders can appoint administrators through a
court process in order to protect the company and their position as much
as possible.
 Going into administration effectively means your company is being taken
under the management of a court appointed administrator.
 Going into administration can be an intimidating process, especially if
you’re not familiar with the terminology and procedures involved. Although
an administration could end up providing a positive outcome in the long
term, it could also mark the beginning of the end of your business,
depending on the actions taken by the appointed administrator.

What is an administration job?

 It provides both clerical and administrative support to professionals, either

as part of a team or individually. They are involved with the coordination
and implementation of office procedures and frequently have responsibility
for specific projects and tasks.
 In some cases, they may oversee and supervise the work of junior staff.
 Management of office equipment.
 Maintaining a clean and enjoyable working environment.
 Handling external or internal communication or management systems.
 Managing clerical or other administrative staff.
What is administration in simple words?

 Managing Duties
 Managing Responsibilities
 Managing Rules

The definition of administration refers to the group of individuals who are in

charge of creating and enforcing rules and regulations, or those in leadership
positions who complete important tasks.

What is Public Administration?

 Public Administration is decision making, planning the work to be done,

formulating objectives and goals, working with the legislature and citizen
organizations to gain public support and funds for governmental programs,
establishing and revising organization, directing and supervising
employees, providing leadership, communicating and receiving
communications, determining work methods and procedures, appraising
performance, exercising controls and other functions performed by
government executives and supervisors.
 Public administrators perform a wide range of functions, including
managing city budgets, developing policy and legislation policies and
analysing data to determine public needs.
 Public administration is “the art and science of management applied to the
affairs of the State.

What is the concept of administration?

 The theory and practice of administration is analysed and major concepts

of formal organization, motivation, authority, leadership, decision making,
conflict in organization, and organizational change are analysed.
 Administration refers to the process of running an organization, office or
business. This includes creating rules & regulations, making decisions,
management of operations, creating organization of
staff/employees/people to direct activities towards achieving a common
goal or objective.

Some of the basic concept of administration includes:

a. Planning
b. Organizing
c. Directing
d. Controlling

What is the difference between administration and governance?

What is the function of administration?

  Planning
- Means to decide in advance what is to be done. It charts a course of
actions for the future.
- It is an intellectual process and it aims to achieve a coordinated and
consistent set of operations aimed at desired objectives.

 Organizing
- Once the objectives have been established through planning,
management concern must turn to developing an organization that is
capable of relating people and things to each other in such a way that
they are all combined and interrelated into unit capable of being
directed toward the organizational objectives.

 Staffing
- Is the selection, training, motivating and retaining of personnel in the
organization. Before selection we have to make analysis of the
particular job, which is required in the organization, then comes the
selection of the personnel. It involves manpower planning to have the
right person in the right place and avoid square in the round hole.

 Directing
- Means the issue of orders, assignments and instructions that permit
the subordinate to understand what is expected of him, and the
guidance and overseeing of the subordinate so that he can contribute
effectively and efficiently to the attainment of organizational objectives.

 Coordinating
- Is the act of synchronizing people and activities so that they function
smoothly in the attainment of organization objectives. Coordination is
more important in the health services organization, because
functionally they are departmentalized. Different kinds of organization
require different amount of coordination.

 Reporting
- Reports are oral and written exchanges of information shared between
caregivers or workers in a number of ways.
- A report summarizes the services of the person, personnel, and of the
agency. Reports are written usually daily, weekly, monthly or yearly.

 Budgeting
- Through primarily recognized as a device for controlling, becomes a
major part of the planning process in any organization. It is expressed
in financial terms and based on expected income and expenditure.
Budget is the heart of administrative management.

What are the basic principles of administration?

It served as a powerful tool of coordination and negatively an effective device of

eliminating duplicating and wastage.

1. Unity of command
2. Hierarchical transmission of orders (chain-of-command)
3. Separation of powers – authority, subordination, responsibility and control
4. Centralization
5. Order
6. Discipline
7. Planning
8. Organization Chart
9. Meetings and reports
10. Accounting
What are the different types of administration?
  Centralized Administration
- These administrators have permission to access the replica servers at
all sites.

 Individual Administration
- These administrators are responsible for creating and maintaining
replicas, synchronization patterns and synchronization schedules at
their sites.

 Semi-centralized Administration
- Sites with major development efforts have local MultiSite
administrators, and responsibility for administering smaller sites is
distributed among the MultiSite administrators.

 Account Administrators
- The top-level, fully authorized email administrator.

 Monitor Administrators
- Observe the activity and status of the hierarchy.

 Compliance Officers and Security Administrators

- Prevent illegal and unethical conduct across the account hierarchy.

 Archive Administrators
- This includes the Archive Security Administrator, Archive Search,
Audit, Retention and investigator Security administrators for the
account.

 Email Config Administrators

- Maintain mail flow and server connections.

 Organization Policy Administrators

- Manage common settings and services

What kind of administrative job are there?

 User Administrators
- Manage the day-to-day user help desk needs

 Administrative Assistant
- Administrative assistants are commonly seen working in office settings
providing various types of administrative support. They are usually
assigned to assist a specific department within the company but they
may also be asked to perform cross-departmental tasks if the need
arises. Common duties of administrative assistants include but are not
limited to scheduling meetings, email/letter writing, filing, record
keeping, call handling, errand running, etc.

 Receptionist
- Receptionists are usually seen at the entrance of a company building
or office, welcoming guests and clients. They answer queries, screen
phone calls, confirm appointments, relay instructions and escort
visitors to their destination.

 Office Assistant
- The office assistant and administrative assistant job titles can be often
used interchangeably. Both terms involve the same functions such as
writing emails, handling incoming calls and messages, filing, record
keeping and so on. In essence, office assistants perform the most
fundamental tasks to help an office run as smooth as possible.
 Data Entry Clerk
- Data clerks specialize in organizing and storing data for the company.
They are often seen working on computers to perform an assortment
of data entry tasks. They are also in charge of the company’s paper
documentation.

 Medical Receptionist
- Medical Receptionists work in clinical and health care settings to
provide administrative support. Common tasks include greeting guests
and patients, handling phone calls and messages, getting patients
registered and scheduled, organizing patient records, storing medical
files, communicating with clinical personnel, etc.

 Office Manager
- Office managers usually oversee a particular department of a
company. They work with department staff to implement strategies and
objectives designated to them by upper management. They are in
charge of day-to-day operations, including budgeting and purchasing.
The office manager post is a middle management position that’s above
staff employees but under executives such as directors and C-level
officers.

 Executive Assistant
- Executive assistants provide administrative and office support to high
ranking officials such as executives, directors, and C-level offers. They
perform a variety of administrative tasks depending on the needs of the
position supported, but general functions include running errands,
handling phone calls and messages, organizing schedules and travel
itineraries, writing letters, etc.

 Clerk
- The terms clerk and administrative assistant are often used
interchangeably as both positions perform similar functions. Clerks
provide various support in an office environment which may include
drafting correspondence, handling calls and messages, running
errands, organizing and storing data, encoding etc.

 Receptionist/Administrative Assistant
- While large companies must have separate roles for admin assistant
and receptionist due to high volume of daily workload, some small
companies hire one person to perform both functions. The
receptionist/administrative assistant roles handles most, if not all, of
the tasks mentioned above for both roles, including screening phone
calls, running errands, drafting letters. Welcoming guests, answering
queries in person or over the phone, organizing schedules and so on.

 Office Administrator
- Office administrators usually supervise administrative staff and
delegate tasks to appropriate personnel. They are in charge of
coordinating activities across departments and offices in accordance
with company policy to ensure efficiency. In addition, office
administrators are responsible for handling the agenda of upper
management.

 Coordinator
- Project coordinators support project managers and are responsible for
scheduling, ordering, and tracking a project’s progress. This role is
prevalent in the construction industry. Account coordinators are
responsible for scheduling meetings and making travel arrangements,
mailings and print projects. They often manage schedules and
calendars of upper management. Logistics coordinators manage
 processing of orders, shipping, billing and inventory, and must have
experience in purchasing and warehousing.

 Management
- Administrative professionals may hold management roles. Office and
facilities managers are responsible for reviewing and purchasing office
equipment, and senior managers select vendors and negotiate
services. Office and facilities managers must be familiar with
accounting. Office managers may be responsible for training new
employees, particularly on software.