# CTE Resource Center - Verso - Office Administration NBEA Achievement Standards for Communication Correlation by Task

CTE Resource Center - Verso

Virginia’s CTE Resource Center

NBEA Achievement Standards for Communication Correlation by Task

In this course, the following tasks/competencies reinforce the standards listed beside them. Teachers may identify additional reinforcements in locally developed instructional materials.

Task/Competency Number Task/Competency Statement Standards
39 Demonstrate professionalism in communication skills while providing support and service to customer/clients. NBEA Achievement Standards for Communication: Demonstrate how one might take personal responsibility for customer satisfaction by adopting an entrepreneurial spirit. ♦ Demonstrate initiative to excel in providing customer service. ♦ Discuss the concept of a comprehensive customer service philosophy. ♦ Discuss the dilemma of deciding what is best for oneself, for the company, and for the customer. ♦ Discuss the importance of extending courtesy when dealing with customers. ♦ Discuss the importance of listening skills in customer/client relations. ♦ Employ appropriate strategies for communicating with dissatisfied customers in face-to-face discussions, through digital means, and in writing. ♦ Incorporate appropriate leadership and supervision techniques, customer service strategies, and personal ethics standards to communicate effectively with various business constituencies.
40 Place/receive telephone calls (including conference calls and virtual meetings). NBEA Achievement Standards for Communication: Analyze routine business problems both individually and collaboratively and respond in print and digital message form. ♦ Communicate in a clear, complete, concise, correct, and courteous manner on personal and professional levels. ♦ Compose digital communications such as email, text, and instant messaging. ♦ Demonstrate a command of interactive listening techniques in a variety of settings, such as electronic meetings and video conferencing. ♦ Discuss the importance of listening skills in customer/client relations. ♦ Incorporate appropriate leadership and supervision techniques, customer service strategies, and personal ethics standards to communicate effectively with various business constituencies. ♦ Use appropriate phone techniques to gather and record information. ♦ Use the phone to gather personal and consumer information. ♦ Use the phone to receive and place appropriate business calls.
41 Demonstrate etiquette skills while transmitting and receiving electronic communications. NBEA Achievement Standards for Communication: Compose digital communications such as email, text, and instant messaging. ♦ Demonstrate knowledge of legalities related to using email and other digital technologies in a business environment. ♦ Discuss the importance of taking responsibility for all spoken and written communication and actions taken. ♦ Discuss the importance of the use of phone and digital devices as customer service tools. ♦ Edit and revise written work. ♦ Employ appropriate strategies for communicating with dissatisfied customers in face-to-face discussions, through digital means, and in writing. ♦ Exchange ideas in a formal/informal setting. ♦ Find information on the Internet and in business databases and select appropriate materials for reports and presentations. ♦ Incorporate appropriate leadership and supervision techniques, customer service strategies, and personal ethics standards to communicate effectively with various business constituencies. ♦ Organize and promptly respond to digital messages such as email, text, and instant messages.
42 Prepare business correspondence, including electronic formats. NBEA Achievement Standards for Communication: Create and edit with audio and video documents. ♦ Edit business documents to improve content and effectiveness. ♦ Incorporate information that has been gathered from other sources into written documents by the use of paraphrasing and citations. ♦ Prepare business communications that reflect cultural sensitivity. ♦ Prepare formal and informal reports using suitable format and supplementing with appropriate graphics. ♦ Prepare industry-specific technical reports incorporating graphics. ♦ Proofread business documents to ensure that they are clear, correct, concise, complete, consistent, and courteous. ♦ Use a variety of references and resources (both printed and digital) when writing business documents. ♦ Write coherent business messages, instructions, descriptions, summaries, and reports using appropriate formats.
43 Prepare documents using scanning and production software for presentation. NBEA Achievement Standards for Communication: Enhance documents through the use of advanced layout, design, and graphics production software and scanning hardware. ♦ Identify the basic skills used on the job. ♦ Integrate functions of word processing, databases, spreadsheets, and presentation applications to various workplace scenarios.
44 Reproduce documents and information for distribution. NBEA Achievement Standards for Communication: Compose, deliver, and publish podcasts. ♦ Create and deliver digital conferencing and presentations. ♦ Design and publish an effective web page. ♦ Discuss benefits of digital conferencing as an alternative to face-to-face collaboration. ♦ Discuss the risks of identity theft through blogs, websites, and other digital means. ♦ Evaluate messages and select the appropriate technology for transmitting them. ♦ Present findings of capstone projects in a formal individual or team presentation using appropriate graphics, media, and support materials. ♦ Research, analyze, and prepare collaboratively a spoken, written, and digital response to a complex business project. ♦ Send pictures, video, and text messages digitally.
45 Organize digital documents. NBEA Achievement Standards for Communication: Discuss the limits and capabilities of storage media. ♦ Use online databases and search engines to find basic business information.
47 Create effective work relationships. NBEA Achievement Standards for Communication: Demonstrate effective consensus-building techniques. ♦ Demonstrate the ability to involve all participants in a meeting, including those participating virtually. ♦ Demonstrate ways of promoting mutual respect through role-playing. ♦ Describe strategies for establishing reciprocal relationships with customers. ♦ Discuss the importance of extending courtesy when dealing with customers. ♦ Discuss the importance of listening to subordinates and peers. ♦ Discuss the role that courtesy and gratitude to colleagues play in a business. ♦ Incorporate appropriate leadership and supervision techniques, customer service strategies, and personal ethics standards to communicate effectively with various business constituencies. ♦ Participate in group discussions for problem resolution. ♦ Show interest in and support for the ideas of others. ♦ Supervise a group activity promoting team-building concepts.
49 Identify emerging technology related to telecommunications. NBEA Achievement Standards for Communication: Analyze situations in which technology can positively and negatively impact customer service. ♦ Assess the impact of technology on meeting success. ♦ Demonstrate knowledge of mobile technology. ♦ Demonstrate the ability to use video broadcasting. ♦ Demonstrate video recording and editing abilities on DVD-R (W) and CD-R (W). ♦ Design and publish an effective web page. ♦ Discuss benefits of digital conferencing as an alternative to face-to-face collaboration. ♦ Discuss the risks of identity theft through blogs, websites, and other digital means. ♦ Record, edit, and transfer MP3 files. ♦ Use Bluetooth technology. ♦ Use CD-ROMs, DVDs, videos, and the Internet for knowledge acquisition. ♦ Use digital messaging technologies.
63 Complete purchase requisitions or purchase order. NBEA Achievement Standards for Communication: Compose and produce a variety of business messages and reports using correct style, format, and content. ♦ Integrate functions of word processing, databases, spreadsheets, and presentation applications to various workplace scenarios.
64 Prepare vouchers for payment. NBEA Achievement Standards for Communication: Compose and produce a variety of business messages and reports using correct style, format, and content. ♦ Integrate functions of word processing, databases, spreadsheets, and presentation applications to various workplace scenarios.
67 Maintain records for billing. NBEA Achievement Standards for Communication: Discuss and identify ways to keep business data secure from theft and destruction. ♦ Discuss the limits and capabilities of storage media. ♦ Identify techniques to protect confidential messages that are transmitted digitally. ♦ Integrate functions of word processing, databases, spreadsheets, and presentation applications to various workplace scenarios.
68 Maintain a professional library. NBEA Achievement Standards for Communication: Expand scope of reading materials to include general business publications.
78 Produce complex business documents. NBEA Achievement Standards for Communication: Enhance documents through the use of advanced layout, design, and graphics production software and scanning hardware. ♦ Incorporate the use of the Internet to complete complex projects requiring the use of competitive intelligence techniques (research on competition, markets, and customer attitudes).
82 Enhance documents using formatting features. NBEA Achievement Standards for Communication: Enhance documents through the use of advanced layout, design, and graphics production software and scanning hardware.
91 Enhance a spreadsheet by using formatting features. NBEA Achievement Standards for Communication: Enhance documents through the use of advanced layout, design, and graphics production software and scanning hardware.
92 Create a database. NBEA Achievement Standards for Communication: Use basic applications (word processing, spreadsheets, databases, presentations, and graphics).
93 Exhibit use of data functions. NBEA Achievement Standards for Communication: Use basic applications (word processing, spreadsheets, databases, presentations, and graphics).
94 Create queries. NBEA Achievement Standards for Communication: Use basic applications (word processing, spreadsheets, databases, presentations, and graphics). ♦ Use online databases and search engines to find basic business information.
98 Integrate database, spreadsheet, and word processing activities. NBEA Achievement Standards for Communication: Integrate functions of word processing, databases, spreadsheets, and presentation applications to various workplace scenarios.
105 Coordinate meetings, events, training, and activities for employees. NBEA Achievement Standards for Communication: Assess the impact of physical environment on meeting success. ♦ Assess the impact of technology on meeting success. ♦ Demonstrate the ability to involve all participants in a meeting, including those participating virtually. ♦ Demonstrate the skills necessary for leading a group in goal-setting activities. ♦ Describe the importance of preparing and distributing an agenda prior to the meeting. ♦ Discuss leadership qualities (trustworthiness, ethical behavior, tact, courtesy, and positive attitude) and their importance in one's personal development. ♦ Explain why each meeting should have a purpose. ♦ Organize and lead informal groups. ♦ Participate in group activities in a supervisory capacity. ♦ Plan, organize, and conduct meetings to achieve identified purposes. ♦ Supervise a group activity promoting team-building concepts.
106 Design a physical layout of the office. NBEA Achievement Standards for Communication: Assess the impact of physical environment on meeting success.
108 Follow written/oral directions. NBEA Achievement Standards for Communication: Follow spoken directions. ♦ Listen attentively for the purpose of taking accurate notes or completing forms. ♦ Listen for meaning. ♦ Read and follow directions.
115 Coordinate mailing systems. NBEA Achievement Standards for Communication: Create and deliver digital conferencing and presentations. ♦ Demonstrate ability to view or attend digital conferences. ♦ Discuss rules of safe and appropriate conduct when using the Internet and email. ♦ Evaluate messages and select the appropriate technology for transmitting them. ♦ Identify techniques to protect confidential messages that are transmitted digitally. ♦ Use a variety of references and resources (both printed and digital) when writing business documents. ♦ Use email to receive and send basic messages.
117 Serve on interview panel for administrative support staff applications as prescribed by company policy. NBEA Achievement Standards for Communication: Serve effectively as interviewer or interviewee in employment, public relations, civic, media, and community situations.
129 Demonstrate successful interviewing techniques. NBEA Achievement Standards for Communication: Prepare a list of common mistakes made by interviewees. ♦ Prepare a list of questions to ask an interviewer. ♦ Prepare responses to commonly asked interview questions.
130 Compose an interview follow-up letter. NBEA Achievement Standards for Communication: Write a formal application message, resume, and follow-up message for a job opportunity. ♦ Write a job interview thank-you message.
133 Identify potential employment barriers for nontraditional groups and ways to overcome the barriers. NBEA Achievement Standards for Communication: Interact effectively with people from various cultural, ethnic, and racial backgrounds by using culturally sensitive language.