Office Practice N4 – Revision 1 B

QUESTION 1

1.1 Pressure and deadlines are part of a management assistant’s job. State FIVE things that a secretary should do to avoid feeling overwhelmed by the workload and consequently experiencing too much stress.

Summary

• Plan in advance: Create a schedule or to-do list to organize tasks and responsibilities.
• Delegate: Recognize tasks that can be assigned to others, lightening the workload.
• Avoid procrastination: Tackle tasks promptly and break them down into manageable steps.
• Determine priorities: Assess task importance and urgency, focusing on high-priority items.
• Utilize time correctly: Practice effective time management techniques and minimize distractions.

Detailed

The secretary should undertake the following to avoid feeling overwhelmed by the workload and the resultant  stress

Plan in advance: She should take time at the beginning of each day or week to plan her tasks and responsibilities. Create a schedule or to-do list that outlines your priorities and deadlines. This proactive approach will help her to stay organized and reduce the chances of feeling overwhelmed.

Delegate: She should recognize tasks that can be delegated to others, such as colleagues or support staff. Delegating tasks not only lighten her workload but also allows her to focus on her core responsibilities and improve her work efficiency and reduce stress.

Avoid procrastination: Procrastination can lead to increased stress and a backlog of tasks. Instead, she should tackle tasks promptly by adopting a proactive mindset, breaking down larger tasks into smaller, manageable steps, and tackling them systematically. This approach will help her maintain a steady pace and avoid last-minute rushes.

Determine priorities: She should assess the importance and urgency of each task and prioritize accordingly by focusing on high-priority items that contribute directly to organizational goals or have pressing deadlines. By effectively managing these priorities, she can allocate her time and energy more efficiently, thus reducing stress.

Utilize time correctly: Time management is crucial for avoiding overwhelm and stress. She should use productivity techniques, by working in focused bursts with short breaks in between, while also minimizing distractions, such as social media or excessive email checking, during work periods. By utilizing her time effectively, she can accomplish more in less time and maintain a healthy work-life balance.

1.2   When promoted to a senior position (third level), a secretary has to apply organisational and project management skills. State FIVE functions of a senior secretary other than the skills mentioned above.

These skills contribute to effective organization, communication, time management, and task execution, enabling a secretary to perform their duties efficiently and contribute to the overall success of projects and organizational operations.

Summary

• Competence in computer software, office systems, and electronic aids: Ability to effectively use various software tools for tasks like word processing, spreadsheets, presentations, and email management.
• Working with minimal supervision: Self-motivated and independent work style, making decisions and meeting deadlines without constant supervision.
• Fluency in multiple languages and communication skills: Effective communication with colleagues, clients, and stakeholders in different languages, active listening, clear expression, and strong verbal and written communication.
• Managing daily routine work: Efficient organization and handling of administrative tasks such as paperwork, correspondence, record-keeping, and timely responses.
• Overseeing travel arrangements: Skill in planning and coordinating travel, including booking flights, accommodations, transportation, visa applications, expense tracking, and ensuring compliance with organizational policies.
• Drafting excerpts and summaries of reports: Ability to understand complex reports, extract key information, and create concise and coherent summaries using analytical and writing skills.

Detailed

• Being competent in the use of computer software, office systems, and electronic aids:This skill refers to the ability to effectively utilize various computer software, office systems, and electronic tools to perform tasks efficiently. It includes proficiency in word processing, spreadsheet software, presentation tools, email management, and other relevant software.

• Working with minimal supervision: This skill demonstrates the ability to work independently and efficiently without constant supervision. It involves taking initiative, being self-motivated, and making decisions effectively to complete tasks and meet deadlines.
• Fluency in more than one language and having communication skills: Fluency in multiple languages enables effective communication with colleagues, clients, and stakeholders who may speak different languages. Strong communication skills involve listening actively, expressing ideas clearly, and maintaining effective verbal and written communication.
• Keeping up with daily routine work, such as paperwork and correspondence: This skill involves managing and organizing routine administrative tasks efficiently. It includes handling paperwork, managing correspondence (emails, letters), maintaining records, and ensuring timely responses to inquiries and requests.
• Overseeing planning and organizing travel arrangements: This skill refers to the ability to plan and coordinate travel arrangements efficiently. It involves booking flights, accommodations, transportation, and managing itineraries. Additionally, it may include handling visa applications, expense tracking, and ensuring travel arrangements align with organizational policies.
• Drafting excerpts and summaries of reports: This skill involves the ability to read and comprehend complex reports and documents, extracting key information, and summarizing it effectively. It requires strong analytical and writing skills to condense lengthy reports into concise and coherent summaries.

1.3   Which techniques can a secretary use to improve her memory?

1.4   Name several sources of information one can use for the handling and distribution of documents.

These are the sources of information that  can be used to handle and distribute documents:

Libraries:

• Libraries provide a vast collection of books, periodicals, and other resources that can be used for research and information gathering.
• Documents can be distributed through libraries by submitting them for inclusion in their collections or by organizing events such as book signings or author talks.
• Libraries often have interlibrary loan systems that allow users to request and borrow documents from other libraries, expanding the reach of document distribution.

Magazines:

• Magazines serve as platforms for sharing articles, stories, and other written content with a specific target audience.
• Documents can be distributed through magazines by submitting them for publication consideration.
• Magazines can reach a wide readership and provide exposure for the document and its author.

Books about people:

• Books about people, such as biographies or memoirs, provide insights into the lives and experiences of individuals.
• Documents can be distributed through books about people by including them as references, citations, or excerpts that support or contribute to the narrative.
• Books about people often have a dedicated readership interested in learning more about specific individuals.

Dictionaries:

• Dictionaries contain definitions, explanations, and interpretations of words and phrases.
• Documents can be distributed by referencing dictionaries to provide readers with accurate definitions or explanations of specialized terms or concepts used in the document.
• Dictionaries ensure clarity and understanding of the language used in the document.

Internet:

• The internet offers a vast network of websites, online platforms, and digital resources for document distribution.
• Documents can be distributed through the internet by publishing them on websites, blogs, or social media platforms.
• Online file-sharing platforms and email can also be used to distribute digital documents directly to specific individuals or groups.

Yellow Pages:

• Yellow Pages directories list businesses and their contact information categorized by industry or location.
• Documents can be distributed through the Yellow Pages by advertising or listing services related to the document.
• For example, if the document is a guide to local restaurants, it can be distributed by advertising in the Yellow Pages under the “Food and Dining” section.

Note: It’s important to consider the specific requirements, guidelines, and limitations associated with each distribution channel while handling and distributing documents.

QUESTION 2

2.1 The telephone system of the business has a number of functions. Two of the functions are the diversion of calls and the restriction of destinations. Name other functions than those already mentioned.

• Placing calls on hold
• Speed dialling
• Making conference calls
• Monitoring extensions
• Automatic reverse dialing

Placing Calls on Hold:

When placing calls on hold, you temporarily suspend the conversation or put the caller on hold while you attend to another matter. This feature allows you to handle multiple calls or take care of tasks without disconnecting the caller. While on hold, the caller typically hears music, recorded messages, or a beep to indicate that they are still connected.

Speed Dialing:

Speed dialing is a convenient feature that allows you to assign a specific number or code to frequently dialed phone numbers. Instead of manually dialing the entire number, you can simply press the assigned speed dial button or enter the corresponding code, saving time and effort.

Making Conference Calls:

Conference calling enables multiple participants to join a single call simultaneously. It allows people from different locations to communicate and collaborate in real-time. Conference calls are widely used for business meetings, remote team discussions, or group conversations, enhancing communication efficiency and reducing the need for physical meetings.

Monitoring Extensions:

Monitoring extensions refer to the ability to listen in on or monitor calls happening on other phone extensions within a system. This feature is commonly used in office environments to enable supervisors or designated individuals to monitor calls for quality assurance, training purposes, or emergency situations. It allows for real-time monitoring without the need for active participation in the call.

Automatic Reverse Dialing:

Automatic reverse dialing, also known as an automatic callback or automatic redial, is a feature that automatically redials a busy or unanswered number. When a call is unsuccessful, the system remembers the number and automatically retries the call at a later time, saving you the effort of manually redialing. This feature is particularly useful when trying to reach busy lines or when facing a high volume of call attempts.

These features enhance the functionality and efficiency of telephone systems, making communication more convenient and streamlined.

2.2 When a fire breaks out and the fire alarm goes off, what actions will you take to handle this emergency?

• Inform the fire brigade immediately and then the security section.
• Close all windows and doors to delay the spreading of the fire.
• Determine where the fire is, as well as its magnitude.
• While waiting for the fire brigade, use fire extinguishers to stop the fire.
• Move any injured people to a safe place.
• Keep everyone informed about what is happening.

2.3  State FIVE things that a management assistant must pay attention to regarding his/her own professional image to contribute to an effective and successful working climate.

A management assistant must pay attention to the following aspects regarding their own professional image to contribute to an effective and successful working climate:

Attitude

Should maintain a positive attitude that attracts people and leads to good relations. This will result in the ability to do more than expected.

 Image of the MA

Should be well-dressed, a well-looked-after person to make a lasting impression of self-respect and respect for others.

Body language

Should exercise body language and facial expressions and posture that depict an open, inviting demeanor versus a closed non-approving manner in posture. This will reveal more about willingness to assist than a tone of voice.

Communication

Should be fluent in a language, being able to speak audibly, yet in a friendly and sensitive way, as well as avoiding foul language is important.

Relating to others

Should maintain respect for the manager and others, avoid gossiping or discussing others, and to be honest.

2.4 Name FIVE methods in which information is circulated and distributed to all departments daily.

• Face-to-face communication
• Hard copy communication
• Electronic communication
• Telecommunication
• Message service

Methods for circulating and distributing information to all departments daily:

Face-to-face communication:

• In-person meetings, team huddles, or briefings where information is shared verbally with all department members.
• Example: A daily morning meeting where the department head updates everyone on important updates or tasks for the day.

Hard copy communication:

• Physical documents, such as memos, reports, or bulletins, that are printed and distributed to all departments.
• Example: A printed daily newsletter that contains updates, announcements, and reminders for all employees.

Electronic communication:

• Sending emails, newsletters, or digital updates to all departments.
• Example: An organization-wide email sent each morning containing important announcements, reminders, and updates for the day.

Telecommunication:

• Using phone calls or conference calls to share information with departments.
• Example: A daily conference call where department heads discuss important updates, project statuses, and any issues or challenges.

Message service:

• Utilizing messaging platforms or software within the organization to share updates or announcements instantly.
• Example: Using a team communication app like Slack or Microsoft Teams to send real-time messages to all departments, keeping everyone informed and connected.

2.5  Name various types of diaries that are available for people to manage their time effectively

• Diaries for executive officers or managers
• Different sizes, A3, A4 or calendars
• Diaries for different professions
• Electronic diaries using computer software
• Pocket-size diaries

Various types of diaries that are available for people to manage their time effectively include:

Diaries for executive officers or managers:

These diaries are specifically designed for high-level executives or managers, typically offering features like daily, weekly, and monthly planning sections, goal setting, and space for notes and reminders.

Different sizes, such as A3, A4, or calendars:

Diaries come in various sizes to accommodate different preferences and needs. Larger sizes like A3 or A4 offer more writing space, while calendar-style diaries provide a broader view of the entire year or month.

Diaries for different professions:

Some diaries are tailored to specific professions, such as medical professionals, teachers, lawyers, or students. These diaries may include specialized sections or templates to assist with profession-specific tasks and scheduling.

Electronic diaries using computer software:

Electronic diaries or digital calendars are popular options for managing time effectively. They can be accessed and updated on computers, smartphones, or other electronic devices. Software programs like Microsoft Outlook, Google Calendar, or Apple’s iCal provide scheduling, reminders, and syncing capabilities.

Pocket-size diaries:

Pocket-sized diaries are small, portable diaries that can easily fit in a pocket or purse. They are convenient for individuals who prefer to carry their diary with them at all times to quickly jot down notes, appointments, or tasks on the go.

QUESTION 3

3.1 Define the word Internet.

The Internet is a means of connecting computer terminals, computers, mobile devices, and computer networks to any other computer anywhere in the world via routers and servers.

3.2  Explain FIVE requirements of getting access to use online banking when requesting balances, bank statements, transferring money, etc.

• Online banking must first be activated by a bank official from the client’s bank.
• The user will use his/her bank account number to gain access and will have to create a password to log on.
• The user will be asked to repeat the password for security purposes.
•  The user will then be able to access banking services.
• Once logged onto the banking website, the user can do various banking transactions using the Internet.

3.3  When stock must be issued, a responsible person should be assigned to the task. Name guidelines that a responsible person should keep in mind and follow when issuing office stock. 

• The specific person will be held responsible for issuing stock.
• This person must be able to make decisions about the type and quantity of supplies.
• The person in control must be a very reliable person who knows how to issue and control stock.
• Strict supervision is required and stock cards should be checked regularly to ensure the timeous ordering of stock.
• Records should be kept of what is issued and to whom.
• Stock levels should be kept low.
• Stock must only be issued against an official requisition.
• Stock control cards must always be kept up to date and stocktaking must be done regularly

3.4   Any member may raise a point of order to bring to the attention of the chairperson. State FIVE things that justify raising a point of order. 

• Where a member uses offensive or insulting language
•  A quorum is not present
•  If there have been irregularities in the proceedings
•  If a meeting no longer constitutes a quorum and the chairperson is not aware of this fact
• Fair rules of debate are not being followed

3.5  Name ways in which invitations can be sent.

• Telephonic
• By card
• Electronic
• Verbally
• Telephonic and then followed by written confirmation

Telephonic:

Invitations can be sent over the phone by calling the intended recipients and personally inviting them to an event or gathering.

By card:

Traditional invitations can be sent by mail or hand-delivered in the form of physical cards. These cards typically contain all the relevant details of the event.

Electronic:

Invitations can be sent electronically via email, social media platforms, or event management websites. This method is becoming increasingly popular due to its convenience and cost-effectiveness.

Verbally:

Invitations can be extended verbally during face-to-face conversations or in casual settings. This method is often used for informal or spontaneous events.

Telephonic and then followed by written confirmation:

In some cases, invitations may be initially extended over the phone and then followed up with a written confirmation, such as an email or physical invitation card. This approach ensures clarity and serves as a formal record of the invitation details.