Office Administration Syllabus
Office Administration Past Paper
- Describe the role and functions of the office in business activities;
- Describe how office structure and activity may be organised according to the size and nature of a business;
- Compare different types of office layouts;
- Examine the ergonomics of the office as it relates to comfort, health and safety issues;
- Describe the contribution of various types of equipment to office efficiency;
- Propose desirable skills, attitudes and attributes of office personnel;
- Assess the value of good human relationships to office efficiency.
- Describe the various channels of communication used in the office;
- Identify factors affecting the selection of communication channel;
- Identify factors affecting the flow of communication;
- Discuss the barriers to effective communication;
- Identify the various forms of business structure;
- Select appropriate types and sizes of stationery for a variety of uses;
- Select relevant sources of information;
- Describe proper techniques for receiving and relaying messages by telephone;
- Assess the communication services offered by telecommunication providers;
- Describe the services available for despatching mail;
- Outline procedures for sending and receiving parcels;
- Outline procedures for dealing with incoming and outgoing mail in large and small offices.
SECTION III: RECRUITMENT AND ORIENTATION
- Identify sources of information on job opportunities;
- Outline factors to be considered when seeking employment;
- Prepare applications for a job;
- Prepare other types of business letters;
- Explain factors to be considered when preparing for a job interview;
- Demonstrate knowledge of requirements of the work environment.
SECTION IV: RECORDS AND INFORMATION MANAGEMENT
- Describe the characteristics of an information management system;
- Describe the duties of a records management clerk;
- Maintain a records management system by electronic and other means;
- Outline the procedures for dealing with inactive files;
- Describe the mail legal stipulations governing access to and retention of documents;
- Explain the use of filing equipment and supplies in records and information management;
- Differentiate between centralised and departmental records management systems.
SECTION V: RECEPTION AND HOSPITALITY
- Assess the contribution of the reception desk to the welfare of the organisation;
- Identify the duties and attributes of a receptionist;
- Manage appointments for an executive using electronic or manual systems;
- Explain the importance and use of electronic and manual reminder systems.
- Define terms associated with business meetings;
- Prepare documents associated with meetings;
- Discuss the roles of personnel associated with meetings;
- List the various types of meetings;
- Organise different types of meetings;
- Discuss basic legal requirements of Annual General Meetings;
- Outline the follow-up procedures related to decisions made at meetings.
SECTION VII: TRAVEL ARRANGEMENTS
- Outline the types of information and the services required for travel;
- Calculate time based on knowledge of time differences between two or more countries;
- Outline procedure for making travel arrangements;
- Interpret travel schedules;
- Explain the necessity for various valid travel documents;
- Determine monetary instruments for use during travel.
SECTION VIII: HUMAN RESOURCE MANAGEMENT
- Describe the functions of the Human Resource Management office;
- Identify the duties and attributes of a clerk in the Human Resource Management office;
- Identify the benefits of legislation related to workers welfare;
- Maintain records used in a human resource office;
- Describe the factors that contribute to employee/labour turnover in an organisation.
SECTION IX: ACCOUNTS AND FINANCIAL SERVICES
- Describe the role and functions of the accounts office;
- Identify the duties and attributes of a clerk in the accounts office;
- Prepare simple documents in the accounts office;
- Identify resources used in the accounts office;
- Distinguish among types of financial institutions;
- Outline the procedures for making and receiving different types of payments;
- Interpret the information on cheques;
- Interpret entries in a bank statement;
- Reconcile bank and cash book balances;
- Prepare petty cash records.
SECTION X: PROCUREMENT AND INVENTORY MANAGEMENT
- Describe the functions of the procurement and inventory management office;
- Identify the duties and attributes of a clerk in the purchasing department;
- Outline procedures for purchasing goods and acquiring services;
- Prepare documents used in the purchase of goods and services;
- Explain the importance of inventory management;
- Maintain stock records (manual and electronic).
SECTION XI: SALES MARKETING AND CUSTOMER SERVICE
- Explain the functions of staff involved in sales marketing and customer service;
- Identify duties of a clerk in the sales office;
- Identify skills required by a clerk in the sales and marketing customer service offices;
- Prepare documents used in sales and marketing;
- Distinguish among the different types of discounts;
- Outline the functions of the corporate communications clerk.
SECTION XII: OPERATIONS, DESPATCH AND TRANSPORT SERVICES
- Explain the functions of the operations, despatch and transport office;
- Explain the duties of a clerk in the operations, despatch and transport office;
- Interpret information on documents used in operations, despatch and transport.