Office Administration

Office Administration Syllabus

Office Administration Past Paper

SECTION I: OFFICE ORIENTATION

    • 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.

 

SECTION II: COMMUNICATION

  • 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.

SECTION VI: MEETINGS

  • 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.