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CLUSTER Business and Marketing

CONCENTRATION Administrative and Business Support (Adult)

WVEIS CODE BM1482

NATIONAL STANDARDS National Standards for Business Education

ONET Codes and Occupations:43-4021.00 – Correspondence Clerks43-6011.00 – Executive Secretaries and Executive Administrative Assistants43-6014.00 – Secretaries and Administrative Assistants, Except Legal, Medical and Executive43-9011.00 – Computer Operators 43-9022.00 – Word Processors and Typists43-9061.00 – Office Clerks, General43-9199.00 – Office and Administrative Support Workers, All Other

Sample of job titles upon completion of the concentration: Administrative Aide, Administrative Assistant, Administrative Secretary, Clerk Typist, Computer Operator, Correspondence Clerk, Customer Service Representative, Executive Assistant, Executive Secretary, Office Assistant, Office Manager, Receptionist, Secretary, Typist, Word Processor, Accounting Clerk, Bookkeeper

INDUSTRY CREDENTIALSAdministrative Assisting – http://www.nocti.org/PDFs/JobReady/4001_Administrative_Assisting.pdf Administrative Services – http://www.nocti.org/PDFs/JobReady/1105_Administrative_Services.pdf Clerical Skills – www.opac.com Microsoft Office PowerPoint 2010; Access 2010; Word 2010; Excel 2010 – http://www.microsoft.com/learning/en/us/certification/cert-overview.aspx

REQUIRED COURSES (Sequence Preferred)WVEIS Code Course1411 Business Computer Applications I1413 Business Computer Applications II1449 Office Management

Select One SpecializationAccounting 1401 Accounting Principles IOffice 1409 Business Communications

ELECTIVE COURSESWVEIS Code Course1403 Accounting Principles II1512 Workplace Practicum

1

http://careertech.k12.wv.us/documents/1512WorkplacePracticum.docx

http://careertech.k12.wv.us/documents/1403AccountingPrinciplesII.docx

http://www.microsoft.com/learning/en/us/certification/cert-overview.aspx

http://www.opac.com/

http://www.nocti.org/PDFs/JobReady/1105_Administrative_Services.pdf

http://www.nocti.org/PDFs/JobReady/4001_Administrative_Assisting.pdf

REQUIRED COURSE SKILL SETS Career Preparation Skills Safety Leadership Development Customer and Personal Service Clerical ApplicationsBasic Computer Applications Administrative TasksComputers and ElectronicsAdministration and ManagementOffice TasksAccounting PrinciplesAccounting ProcessFinancial ReportsFinancial AnalysisCompliance Reading StrategiesListening and Observations SkillsOral Communication SkillsWritten Communication SkillsSocial Communication SkillsCareer Communications

2

Skill set standards for Career Preparation Skills, Safety, Leadership Development and Customer and Personal Service should be integrated throughout the concentration as remaining skill sets are delivered.

Skill Set Career Preparation SkillsKnowledge Objectives

BM.1

Students will demonstrate knowledge of

career paths. goal development and achievement. attitudes and work habits that support career retention and advancement. communication in varied contexts.

Performance Objectives

BM.2BM.3BM.4BM.5BM.6

BM.7BM.8BM.9

BM.10

Students will

relate skills and abilities to possible career pathways. explain methods of goal development. exhibit methods of time management and task coordination. practice professionalism in punctuality, appropriate dress, task completion, etc. investigate methods of supervision such as giving and receiving feedback and

instruction. develop and present a statement of their personal work ethic beliefs. prepare an application, cover letter, resume and thank you letter. create a personal portfolio for use when applying for employment. practice simulated job interviews.

Skill Set SafetyKnowledge Objectives

BM.11


safety procedures. accident reporting agencies.


BM.12BM.13BM.14BM.15

BM.16BM.17BM.18

Students will

recognize the main causes of accidents. develop a plan which outlines the procedures for handling an accident. demonstrate operating instructions before using any equipment. establish procedures for safe evacuation of the worksite in the event of an

emergency. demonstrate methods of extinguishing fires. determine safety rules on the job. follow proper handling and storage procedures of hazardous materials.

3

Skill Set Leadership DevelopmentKnowledge Objectives

BM.19


public speaking. parliamentary law. leadership concepts. characteristics of effective teams and organizations.


BM.20BM.21BM.22BM.23BM.24

Students will

develop and deliver speeches. participate in meetings using parliamentary law procedures. attend leadership conferences or training (local, state or national). volunteer in community service opportunities. participate in career development events.

Skill Set Customer and Personal ServiceKnowledge Objectives

BM.25


customer needs assessment. quality standards for services. evaluation of customer satisfaction.


BM.26BM.27

BM.28

BM.29

BM.30

Students will

hear and resolve complaints from customers or the public. greet visitors or callers and handle their inquiries or direct them to the

appropriate persons according to their needs. access customer needs, meet quality standards for service and evaluate

customer satisfaction. keep records of customer interactions or transactions, recording details of

inquiries, complaints or comments, as well as actions taken. check to ensure that appropriate changes were made to resolve customers'

problems.

Skill Set Literacy and NumeracyKnowledge objectives

BM.31


literacy and numeracy skills required to solve complex. real-world problems associated with their career/technical content area. improve their thinking and reasoning skills.


BM.32

BM.33

BM.34

Students will

utilize a variety of technical sources (e.g., Internet, manuals, journals, directions, reports, etc.) to complete career/technical assignments and projects.

demonstrate writing skills required to complete career/technical assignments and projects.

demonstrate accuracy in calculating and measuring graphical work required to complete career/technical assignments and projects.

analyze tables, charts, graphs and multiple data sources to complete 4

BM.35 career/technical assignments and projects.

5

Business Computer Applications I WVEIS 1411

Skill Set Clerical ApplicationsKnowledge Objectives

1411.1


administrative and clerical procedures and systems. word processing. managing files and records. designing forms. other office procedures and terminology.


1411.2

1411.31411.4

1411.51411.6

1411.7

1411.8

Students will

answer telephones and give information to callers, take messages or transfer calls to appropriate individuals.

file and maintain records. compile, copy, sort and file records of office activities, business transactions

and other activities. make copies of correspondence or other printed material. review work done by others to check for correct format, spelling and grammar,

and to ensure that company format policies are followed. compose, type and distribute meeting notices, routine correspondence and

reports. gather, register and arrange the material to be typed, following instructions.

Skill Set Basic Computer ApplicationsKnowledge Objectives

1411.9


electronic equipment. computer hardware and software, including applications.


1411.10

1411.11

1411.12

1411.131411.14

1411.151411.16

1411.17

Students will

differentiate amongst hardware, software, system software and application software.

suggest and check alternate spellings, locations and/or listing formats for customers lacking details or complete information.

operate office equipment such as fax machines, copiers and phone systems, and use computers for spreadsheet, word processing, database management and other applications.

compile, sort and verify the accuracy of data before it is entered. compare data with source documents or re-enter data in verification format to

detect errors. store completed documents in appropriate locations. format documents, insert graphics, create tables, sort data and use templates.

transmit information or documents to customers, using computer, mail or facsimile machine.

6

1411.18

1411.19

1411.20

1411.211411.22

1411.23

1411.24

1411.25

1411.261411.27

1411.281411.29

1411.30

maintain and update filing, inventory, mailing and database systems, either manually or using a computer.

notify supervisor or computer maintenance technicians of equipment malfunctions.

locate and attach appropriate files to incoming correspondence requiring replies.

add new material to file records or create new records as necessary. find and retrieve information from files in response to requests from authorized

users. type correspondence, reports, text and other written material from rough drafts,

corrected copies, voice recordings, dictation or previous versions, using a computer or word processor.

perform basic presentation functions to create, format, edit, save and print a presentation.

operate spreadsheet, database programs and other types of software to load and manipulate data and to produce reports.

operate new office technologies as they are developed and implemented. demonstrate netiquette, acceptable use policy and ethical practices related to

Internet access. integrate Internet information into software applications. retrieve, separate and sort program output as needed and send data to specified

users. type acknowledgement letters to persons sending correspondence.

7

Business Computer Applications II WVEIS 1413

Skill Set Administrative TasksKnowledge Objectives

1413.1




1413.2

1413.3

1413.41413.5

1413.6

1413.71413.8

1413.9

1413.10

1413.11

1413.12

1413.131413.14

1413.15

Students will

answer telephone, screen or forward calls, provide information, take messages or schedule appointments.

greet visitors or callers and handle their inquiries or direct them to the appropriate person according to their needs.

answer questions about records or files. perform administrative support tasks, such as proofreading, transcribing

handwritten information, or operating calculators or computers to pay records, invoices, balance sheets or other documents.

communicate with customers, employees and other individuals to answer questions, disseminate or explain information, take orders and address complaints.

complete forms in accordance with company procedures. compute, record and proofread data and other information, such as records or

reports. conduct research, compile data and prepare papers for consideration and

preparation by executives, committees and boards of directors. read and analyze incoming memos, submissions and reports to determine their

significance and plan their distribution. perform general office duties, such as ordering supplies, maintaining records

management database systems and performing basic bookkeeping work. collect and disburse funds from cash accounts and keep records of collections

and disbursements. compile, transcribe and distribute minutes of meetings. process and prepare documents, such as business or government forms and

expense reports. analyze data to determine answers to questions from customers or members of

the public.Skill Set Computers and ElectronicsKnowledge Objectives

1413.16


electronic equipment. computer hardware and software, including applications.

8


1413.17

1413.18

1413.19

1413.20

1413.211413.22

1413.231413.24

1413.25

1413.261413.27

1413.281413.291413.30

1413.31

1413.32

Students will

read source documents such as canceled checks, sales reports or bills and enter data in specific data fields, using keyboards or scanner.

prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database or presentation software.

employ spreadsheet features such as advanced formatting, sorting, filtering and mathematical and logical operations.

update records, design queries, generate reports and work with forms using database software.

access, navigate and use on-line services. employ advanced word processing features to format documents, insert

graphics, create tables, sort data, use templates, create watermarks, create macros, etc.

transfer text, images and data between integrated software programs. create advanced word processing documents such as reports, mail merge,

wizards, newsletters, etc. prepare documents and correspondence such as damage claims, credit and

billing inquiries, invoices and service complaints. monitor the system for equipment failure or errors in performance. respond to program error messages by finding and correcting problems or

terminating the program. compile data from records to prepare periodic reports. keep records of materials filed or removed, using logbooks or computers. set up and maintain paper and electronic filing systems for records,

correspondence and other material. record information such as computer operating time, problems that occurred

and actions taken. file and store completed documents on computer hard drive or an external

storage device and/or maintain a computer filing system to store, retrieve, update and delete documents.

9

Office Management WVEIS 1449

Skill Set Administration and ManagementKnowledge Objectives

1449.1


human resources modeling. leadership techniques. production methods. coordination of peoples and resources.


1449.2

1449.3

1449.41449.5

1449.6

1449.71449.8

1449.9

1449.10

1449.11

1449.12

1449.131449.141449.15

1449.16

1449.171449.18

1449.191449.201449.21

Students will

resolve customer complaints or answer customers' questions regarding policies and procedures.

supervise the work of office, administrative or customer service employees to ensure adherence to quality standards, deadlines and proper procedures, correcting errors or problems.

develop work schedules according to budgets and workloads. provide employees with guidance in handling difficult or complex problems or

in resolving escalated complaints or disputes. implement corporate or departmental policies, procedures and service

standards in conjunction with management. complete forms in accordance with company procedures. discuss job performance problems with employees to identify causes and

issues and to work on resolving problems. train or instruct employees in job duties or company policies or arrange for

training to be provided. conduct research, compile data and prepare papers for consideration and

presentation by executives, committees and boards of directors. evaluate employees' job performance and conformance to regulations and

recommend appropriate personnel action. review records or reports pertaining to activities such as production, payroll or

shipping to verify details, monitor work activities or evaluate performance. recruit, interview and select employees. interpret and communicate work procedures and company policies to staff. prepare and issue work schedules, deadlines and duty assignments for office or

administrative staff. read and analyze incoming memos, submissions and reports to determine their

significance and plan their distribution. manage projects or contribute to committee or team work. coordinate activities with other supervisory personnel or with other work units

or departments. plan, administer and control budgets for contracts, equipment and supplies. process payroll information. coordinate conferences and meetings.

supervise and train other clerical staff and arrange for employee training by scheduling training or organizing training material.

10

1449.22

1449.23

1449.24

1449.25

1449.26

coordinate and direct office services, such as records, departmental finances, budget preparation, personnel issues and housekeeping to aid executives.

make recommendations to management concerning such issues as staffing decisions or procedural changes.

set up and oversee administrative policies and procedures for offices or organizations.

monitor and direct the work of lower-level clerks.

Skill Set Office TasksKnowledge Objectives

1449.27




1449.28

1449.29

1449.30

1449.31

1449.32

1449.33

1449.34

1449.35

1449.361449.371449.381449.39

1449.40

Students will

operate office equipment such as fax machines, copiers and phone systems, and use computers for spreadsheet, word processing, database management and other applications.

transmit information or documents to customers, using computer, mail or facsimile machine.

maintain and update filing, inventory, mailing and database systems, either manually or using a computer.

prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database or presentation software.

set up and maintain paper and electronic filing systems for records, correspondence and other material.

locate and attach appropriate files to incoming correspondence requiring replies.

open, sort and route incoming mail, answer correspondence and prepare outgoing mail.

compile, copy, sort and file records of office activities, business transactions and other activities.

make copies of correspondence or other printed material. add new material to file records or create new records as necessary. track materials removed from files to ensure that borrowed files are returned. sort or classify information according to guidelines, such as content, purpose,

user criteria, or chronological, alphabetical or numerical order. review work done by others to check for correct spelling and grammar, ensure

that company format policies are followed and recommend revisions.

compose, type and distribute meeting notes, routine correspondence and

11

1449.41

1449.42

1449.43

1449.44

1449.45

1449.461449.471449.48

1449.491449.50

1449.51

1449.52

reports. compute, record and proofread data and other information, such as records or

reports. learn to operate new office technologies as they are developed and

implemented. type, format, proofread and edit correspondence and other documents from

notes or dictating machines, using computers or typewriters. read and analyze incoming memos, submissions and reports to determine their

significance and plan their distribution. attend meetings to record minutes. manage and maintain executives' schedules. collect, count and disburse money, do basic bookkeeping and complete

banking transactions. complete and mail bills, contracts, policies, invoices or checks. collect and disburse funds from cash accounts and keep records of collections

and disbursements. process and prepare documents, such as business or government forms and

expense reports. prepare and mail checks.

12

Accounting Principles I WVEIS 1401

Skill Set Accounting PrinciplesKnowledge Objectives

1401.1


generally accepted accounting principles (GAAP). application and impact of GAAP on the recordkeeping of financial

transactions. preparation of financial statements.


1401.2

1401.31401.4

1401.51401.61401.71401.81401.9

1401.101401.111401.12

1401.13

Students will

describe and explain the conceptual framework of accounting and generally accepted accounting principles and assumptions.

define assets, liabilities, equity, revenue, expenses gains and losses. explain the accounting methods used to determine the value of accounts

receivable to be reported on the balance sheet and describe the effect on the income statement.

determine the cost of inventory for merchandising. record transactions for accounts payable and other short-term debt. record equity-related transactions. describe the criteria used to determine revenue recognition. record revenue-related transactions. describe the criteria used to determine expense recognition. record expense-related transactions. identify and apply appropriate information technology to the accounting

system. describe how accounting information facilitates management decision-making.

Skill Set Accounting ProcessKnowledge Objectives

1401.14


steps in the accounting cycle. preparing financial statements.


1401.151401.161401.171401.18

1401.191401.20

1401.21

1401.221401.231401.24

Students will

describe the purpose of the accounting system. describe the purpose of journals and ledgers and their relationship. describe the impact of technology on the accounting process. identify and explain the advantages and disadvantages of different types of

accounting systems. differentiate between accounting and bookkeeping. analyze and describe how business transactions impact the accounting

equation. apply the double-entry system of accounting to record business transactions

and prepare a trial balance. explain the need for adjusting entries and record adjusting entries. explain the purposes of the closing process and record closing entries. prepare the financial statements for the different types of business operations

13

1401.25and ownership structures.

describe the relationship between the closing process, the financial statements and the post-closing trial balance.

Skill Set Financial ReportsKnowledge Objectives

1401.26


annual reports. financial statements.


1401.271401.281401.29

1401.30

1401.31

1401.32

1401.331401.341401.35

1401.361401.37

1401.38

1401.39

1401.401401.41

Students will

identify sources for obtaining financial reports. describe the users and uses of financial information. explain the role of management and the auditor in preparing and issuing an

annual report. explain the role of accounting and regulatory organizations in relation to

financial reports. describe the information provided in each financial statement and how the

statements articulate with each other. describe the relationship between assets, liabilities and equity on the balance

sheet. identify and explain the classifications within assets, liabilities and equity. identify the different formats of an income statement. identify the classifications in an income statement and explain their

relationship to each other (revenue, expenses, gains, losses). describe changes in the ownership structure using the statement of equity. explain how and why the conceptual framework of accounting and generally

accepted accounting principles provide guidance and structure for preparing financial statements.

describe the different forms of business ownership and the advantages and disadvantages of each form.

explain how the different forms of business ownership are reported in the financial statements.

identify the different types of business operations. explain how the different types of business operations are reflected in the

financial statements.

Skill Set Financial AnalysisKnowledge Objectives

1401.42


financial conditions and operating results of a company. financial statements and information needed to make informed business

decisions.

Performance Objectives Students will

14

1401.43

1401.441401.451401.46

1401.47

1401.48

discuss the information that can be obtained from analyzing financial statements.

assess profitability by calculating and interpreting financial ratios. apply information technology to conduct financial analysis. identify and explain common methods for creating financial statements and

financial ratios. describe the ethical and legal implications resulting from others’ manipulation

of financial statements and financial ratios. analyze cash flow from operating activities to assess profitability and liquidity.

Skill Set ComplianceKnowledge Objectives

1401.49


individual income tax procedures. tax laws and regulations.


1401.501401.511401.521401.531401.541401.55

1401.561401.571401.58

Students will

describe the process by which tax laws are created. describe the composition of taxable income and calculate income tax. complete the applicable individual income tax forms. identify, discuss and apply strategies for minimizing taxable income. distinguish between tax avoidance and tax evasion. explain why income for financial reporting and taxable income are calculated

differently. calculate net pay. calculate employer’s payroll taxes. prepare payroll reports.

15

Business Communications WVEIS 1409

Skill Set Reading StrategiesKnowledge Objectives

1409.1


reading strategies to acquire meaning.Performance Objectives

1409.2

1409.31409.41409.5

1409.61409.7

1409.8

Students will

determine whether written material and electronic media provides factual information or opinion.

exhibit integrity in printed or oral communications. interpret relevant information from written materials. collect information from business correspondence, professional articles,

electronic sources and supporting graphic material. follow written directions to achieve tasks. select an appropriate reading method for a particular situation. (e.g., skimming,

scanning, speed reading or in-depth reading). determine the intent of printed propaganda and its impact on decision-making.

Skill Set Listening and Observation SkillsKnowledge Objectives

1409.9


active listening and observation skills. verbal and nonverbal cues.


1409.101409.111409.12

1409.13

1409.141409.15

1409.16

Students will

explain differences between hearing and listening. explain the advantages for effective listening techniques. implement effective listening techniques to assess and respond to major points

of a speaker’s message. utilize information from multiple speakers within a group to obtain key facts

and respond in an effective manner. determine methods to overcome major barriers to effective listening. collect, interpret and respond to different types of nonverbal messages and

cues appropriately in various situations, including other cultures. demonstrate the ability to follow oral instructions in completing jobs.

Skill Set Oral Communication SkillsKnowledge Objectives

1409.17


verbal skills to obtain and convey information.Performance Objectives

1409.181409.19

1409.20

Students will

establish the nature of effective verbal communications. construct relevant questions to elicit information in the exchange of ideas in a

formal/informal setting. provide responses to inquiries.

determine different types of nonverbal cues and discuss their impact on the 16

1409.21

1409.221409.23

1409.241409.25

1409.26

communication process. develop thoughts in an organized manner to reflect logical thinking. use proper telephone techniques and etiquette to gather and record oral

information. participate in group discussions. prepare effective oral presentations using tasks and techniques associated with

special presentation situations. demonstrate an awareness and acceptance of international, regional and

multicultural speech.Skill Set Written Communication SkillsKnowledge Objectives

1409.27


written correspondence to convey and obtain information.Performance Objectives

1409.281409.291409.301409.311409.321409.33

1409.34

1409.35

Students will

determine the nature of effective written communication. select and utilize appropriate formats for professional writing. edit written work to be consistent with professional standards. use acceptable steps in the writing process. identify factors affecting the readability for specific audiences. prepare professional e-mails, business letters, informational messages,

inquiries, persuasive messages, executive summaries, proposals and simple and complex written reports that are grammatically correct and use appropriate business style.

use a variety of references, resources and graphics for the purpose of writing business documents.

develop effective electronic-based messages. (e.g. wiki, podcasting, blogs, etc.).

Skill Set Social Communication SkillsKnowledge Objectives

1409.36


basic social communication skills.Performance Objectives

1409.371409.381409.39

1409.401409.411409.42

1409.431409.441409.451409.46

Students will

determine personal self-concept and design a program for improvement. relate the role that self-concept plays in one’s personal and professional life. select appropriate business attire and demonstrate good grooming and personal

hygiene. display a positive attitude in personal and professional settings. display an appropriate work ethic. set communication goals and demonstrate flexibility in adjusting those goals in

response to feedback from others or changes in the business environment. apply team skills in a business environment. apply the principles of group dynamics in structured activities. respect the customer-client confidentiality. demonstrate appropriate responses to passive, assertive and aggressive

behavior.

17

1409.47 select appropriate communication techniques to avoid, minimize or prevent conflicts.

Skill Set Career CommunicationsKnowledge Objectives

1409.48


forms of communication in the successful pursuit of a career.Performance Objectives

1409.491409.501409.511409.521409.531409.541409.551409.56

1409.571409.58

Students will

complete a career and job analysis. compose formal letters of application. create an appropriate resume. complete application forms. compose follow-up letters for job opportunities. participate in mock interviews in various situations. demonstrate appropriate dress in an interview situation. discuss the significance of nonverbal communications in the interviewing

process. list qualities that employers expect in potential employees. use correct strategies for accepting or rejecting an employment offer.

18

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