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Clerical workers are employed in almost every kind of business and in all levels of government.
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Administrative and clerical workers rank amongst the largest occupational groups in today's economy. Whether it's a small, privately owned business or a huge multimillion dollar corporation, all trades require the aid of these hard workers. In essence, everyone in an office relies on these individuals to keep operations under control, running smoothly and efficiently. In other words, without these employees, the world of business would be largely unproductive and disorganized. To ensure this balance, clerical workers provide a wide range of services which are crucial for all organizations.
While most clerical workers perform tasks such as planning, scheduling meetings and appointments as well as organizing and maintaining files, they also often serve as an executive’s “right hand” – a trusty employee ready to add input and their services wherever and whenever necessary. Furthermore, these employees may also act as liaisons between executives and clients; therefore, it is vital that these workers possess excellent communication skills as well as a pleasant and approachable personality.
A career in the clerical field is not for everyone. Today’s competitive environment demands more from office support personnel than ever before. The job requires excellent interpersonal skills, and the ability to work well in a hectic and demanding environment. The changes in office automation, due to advances in technology, also require office workers to be adaptable and versatile – they need to be open to the idea of continuing education and regular re-training in order to keep up-to-date with computer software and office equipment.
The following is a brief overview of the different scales covered in this test, and the impact they have on the administrative/clerical field.
Work Habits
The following subscales are used to assess Work Habits: Conscientiousness, Time Management, Concentration, Initiative, Adaptability/Trainability and Tolerance for Routine Work.
• Conscientiousness
Conscientiousness refers to being thorough, careful, and keeping one’s word. These are highly desirable skills for clerical workers, who work in a field where a missed detail could cost the company a lot of money, and maybe even its reputation.
• Diligence
Diligent people work steadily and industriously. Office workers are expected to be very hardworking individuals since, for the most part, they are largely responsible for the daily operations of the business.
• Organization
Effective organization relates to managing materials and time, as well as being able to divide time and energy effectively between tasks. Organization comes into play especially when scheduling appointments and meetings, as well as maintaining records in an orderly fashion.
• Dependability
Employers rely on clerical workers a great deal to keep their business running smoothly and effectively. Therefore, it is essential that workers be reliable as well as keep their word.
• Attention to Detail
Meticulousness refers to attention to detail. In clerical work, even the smallest of details can be very significant. For example, when typing up a report for a client, a misspelled name or even a wrong phone number can result in serious repercussions.
• Efficiency
Efficiency is the ability to use the time and skill available in an appropriate and practical manner. It involves prioritizing tasks and developing templates, shortcuts, or standard procedures in order to complete work in a time-effective manner.
• Self-discipline
Self-discipline refers to the training and control of oneself and one’s conduct. Administrative and clerical workers must be very self-disciplined since they do not usually work under much supervision. Employers will assign them multiple tasks with the expectation that they will complete them promptly and properly.
• Time Management
Clerical workers must be able to manage their time wisely and effectively. These employees are responsible for many tasks and duties which they must be able to prioritize and complete in a time efficient manner.
• Concentration
Administrative and clerical workers must be able to keep their focus on what needs to be done. They often have a wide range of duties to undertake and therefore, must be able to stay on track and get things done without allowing distraction to set in.
• Adaptability/Trainability
Office workers who are adaptable and versatile are in high demand due to constant developments in office technology. People who do clerical and administrative work must be open to the possibility of retraining and continuing education in order to keep-up-to-date with the latest computer software and office automation.
•Tolerance for Routine Work
Since many clerical tasks are repetitive, the ability to tolerate routine is essential. These individuals must adhere to certain procedures, as many duties in this field have to be done “by the book”.
Interpersonal Skills
The following subscales are used to assess Interpersonal Skills: Communication Skills, Conflict Resolution Skills, Agreeableness, Emotional Strength, Helpfulness, Discretion, and Reaction to Criticism.
• Communication Skills
Many office clerks are responsible for answering telephones and greeting customers so it is important to possess excellent communication skills. These skills consist of delivering concise messages to others and, equally important, being able to take the important points from what others say. Another related skill is the ability to regulate emotions.
• Conflict Resolution Skills
Clerical employees usually act as liaisons between executives and clients therefore, if conflict arises, these individuals must possess the skills necessary to resolve the issue in the most effective manner possible.
• Approachability
A positive and agreeable attitude is essential among clerical workers. They need to be willing to take on whatever demands and tasks are set upon them by their employer with a positive attitude. They also must be able to work well with others.
• Willingness to Compromise
Office workers must be willing to compromise when a difference in opinion arises, especially when dealing with clients.
• Likeability
Candidates must also have an approachable and pleasant presence and attitude since a large part of their job will involve working with others in the company and the public.
• Desire for Control
Since office personnel work under authority, it is necessary for them to follow direction and instructions willingly and enthusiastically. To succeed in this field, one must work well as a team player.
•Emotional Strength
Emotional stability refers to overall calmness and emotional well being. Administrative and clerical workers are often faced with difficult situations and people that they must deal with in a composed manner.
• Helpfulness
Much is demanded of office workers, be it from bosses or the public. Being cooperative, patient and willing to offer a helping hand is core to this field – the title “assistant” emphasizes this point.
• Discretion
Clerical workers could very well have access to private information of customers, especially those who work within the medical or financial fields. Candidates must show good judgment and be able to keep confidential information private. They should display self-restraint in speech and behavior and be aware of the potential consequences of their disclosures.
• Reaction to Criticism
Clerical workers must be willing to accept and learn from constructive criticism. Since they will be working with a variety of people, they will often be exposed to both constructive and destructive criticism. Thus, they must be able to accept this without feeling attacked or helpless. A successful candidate will channel criticism in a way that enables them to learn and benefit from such feedback.
Office Skills
The following subscales are used to assess Office Skills: Arithmetic, Short-term Memory, Filing, Typing and Proofreading, Data Entry, Chart Reading and Reading Comprehension.
• Arithmetic
Bookkeepers in particular make numerous computations each day and therefore must be comfortable calculating and recording data. They check figures, postings, and documents to ensure that they are correct, mathematically accurate, and properly coded. This test contains questions that measure commonly used math skills, such as addition, subtraction, multiplication, division and percentages.
• Filing
Despite many technological advances, there are companies that still use a manual filing system. Therefore, in order to test this ability, candidates are asked to select the correct location for filing documents based on names and numbers, compare texts to see if they differ, and insert names and numbers into correct alphabetical and numerical order.
• Short-term Memory
Administrative assistants and clerical workers must be able to hold different pieces of information in their memory, particularly when speaking on the phone. For example, they may need to remember names of clients, companies, suppliers, etc. Having such information readily available in a short-term memory saves time.
• Typing/Proofreading
It is essential for administrative and clerical workers to possess these abilities, since a large part of their responsibilities require such skills. In this test, individuals are asked to select and correct misspelled and misused words, while typing at an adept speed.
• Data Entry
Since clerical workers will likely also be performing data entry, it is also necessary to be able to work with speed and accuracy. Using the computer keyboard, test-takers will be asked to record information into its correct format when entering data. Scores are based on speed and accuracy of input.
• Chart/Graph Reading
Clerical workers must be able to understand basic chart graphs to obtain the relevant information they provide in a timely manner. For example, if your employer handed you a series of charts and asked you to write up a report on the explanation of their figures, he/she would expect you to do so accurately. Therefore, understanding basic graph formats, such as charts, is a very useful skill to have when working within the clerical field.
• Reading Comprehension
Reading Comprehension skills are essential for good time management, which is a very admirable trait in clerical workers. Candidates must be able to fully comprehend information they are required to read, and avoid having to re-read the same paragraph over and over when doing so.
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