1.

Office
Definition:
An officeis generally a room or other area where administrative work is done. Office as a place
originally referring to the location of one's duty.
The main purpose of an office environment is to support its occupants in performing their job
preferably at minimum cost and to maximum satisfaction. With different people performing
different tasks and activities, however, it is not always easy to select the right office spaces. To
aid decision-making in workplace and office design, one can distinguish three different types of
office spaces: work spaces, meeting spaces and support spaces.
Work Spaces:
Work spaces in an office are typically used for conventional office activities such as reading,
writing and computer work.
Types of Work Spaces:
i.

Open office: An open work space for more than ten people, suitable for activities which
demand frequent communication or routine activities which need relatively little concentration

ii.

Team space: A semi-enclosed work space for two to eight people; suitable for teamwork
which demands frequent internal communication and a medium level of concentration

iii.

Cubicle: A semi-enclosed work space for one person, suitable for activities which demand
medium concentration and medium interaction

iv.

Private office: An enclosed work space for one person, suitable for activities which are
confidential, demand a lot of concentration or include many small meetings

v.

Shared office: An enclosed work space for two or three people, suitable for semiconcentrated work and collaborative work in small groups

vi.

Team room: An enclosed work space for four to ten people; suitable for teamwork which
may be confidential and demands frequent internal communication

vii.

Study booth: An enclosed work space for one person; suitable for short-term activities which
demand concentration or confidentiality

viii.

Work lounge: A lounge-like work space for two to six people; suitable for short-term
activities which demand collaboration and/or allow impromptu interaction

ix.

Touch down: An open work space for one person; suitable for short-term activities which
require little concentration and low interaction
Meeting Spaces:
Meeting spaces in an office are typically used interactive processes, be it quick
conversations or intensive brainstorms.

Types of Meeting Spaces:

i)

Small meeting room: An enclosed meeting space for two to four persons, suitable for both
formal and informal interaction

ii) Large meeting room: An enclosed meeting space for five to twelve people, suitable for
formal interaction
iii) Small meeting space: An open or semi-open meeting space for two to four persons;
suitable for short, informal interaction
iv) Large meeting space: An open or semi-open meeting space for five to twelve people;
suitable for short, informal interaction
v) Brainstorm room: An enclosed meeting space for five to twelve people; suitable for
brainstorming sessions and workshops
vi) Meeting point: An open meeting point for two to four persons; suitable for ad hoc, informal
meetings

Support Spaces:
Support spaces in an office are typically used for secondary activities such as filing
documents or taking a break.
Filing space, Storage space, Print and copy area, Mail area, Canteen, Break area,
Locker area, Smoking room, Library, Games room, Waiting Area.

Organizational Structures:
Types of organizations:
Sole Proprietor: (One owner)
Partnership: (2 to 20 partners)
Corporations: (owned by large number of people)
Functional Structure:
Functional structure is set up so that each portion of the organization is grouped according to its purpose.
In this type of organization, for example, there may be a marketing department, a sales department and a
production department. The functional structure works very well for small businesses in which each
department can rely on the talent and knowledge of its workers and support itself. However, one of the
drawbacks to a functional structure is that the coordination and communication between departments can
be restricted by the organizational boundaries of having the various departments working separately.

Divisional Structure:
Divisional structure typically is used in larger companies that operate in a wide geographic area or that
have separate smaller organizations within the umbrella group to cover different types of products or
market areas.The benefit of this structure is that needs can be met more rapidly and more specifically.
Divisional structure is costly because of its size and scope. Small businesses can use a divisional
structure on a smaller scale, having different offices in different parts of the city, for example, or assigning
different sales teams to handle different geographic areas.

Matrix Structure:
The third main type of organizational structure, called the matrix structure, is a hybrid of divisional and
functional structure. Typically used in large multinational companies, the matrix structure allows for the
benefits of functional and divisional structures to exist in one organization. This can create power
struggles because most areas of the company will have a dual management--a functional manager and a
product or divisional manager working at the same level and covering some of the same managerial
territory.
Organizational Chart:

Departments:
a) Human Resource
b) Research and Development
c) I.T
d) Administration
e) Sales & Marketing
f)

Finance

g) Logistics
Functions of Departments:
Human Resource:
Recruiting:Attracting, hiring and retaining a skilled workforce is perhaps the most basic of the
human resources functions. There are several elements to this task including developing a job
description, interviewing candidates, making offers and negotiating salaries and benefits.

Training:Even when an organization hires skilled employees, there is normally some level of onthe-job training that the human resources department is responsible for providing.

Professional Development:Professional development is about providing employees with

opportunities for growth and education on an individual basis. Many human resource departments
offer professional development opportunities to their employees by sponsoring them to visit
conferences, external skills training days.

Benefits and Compensation:Benefits such as flexible working hours, paternity leave, extended
vacation time and telecommuting are ways to motivate existing employees and to attract and
retain new skilled employees.
Ensuring Legal Compliance:Ensuring legal compliance with labor and tax law is a vital part of
ensuring the organization's continued existence.
Research and Development: A company's research and development department plays an
integral role in the life cycle of a product
New Product Research: Before a new product is developed, a research and development
department conducts a thorough study to support the project. The research phase includes
determining product specifications, production costs and a production time line. The research
also is likely to include an evaluation of the need for the product before the design begins to
ensure it is a functional product that customers want to use.
New Product Development: The research paves the way for the development phase. This is
the time when the new product is actually developed based on the requirements and ideas
created during the research phase. The developed product must meet the product guidelines
and any regulatory specifications.
Existing Product Updates: Existing products of the company also fall under the scope of
research and development. The department regularly evaluates the products offered by the
company to ensure they are still functional. Potential changes or upgrades are considered
Quality Checks: In many companies, the research and development team handles the quality
checks on products created by the company. The department has an intimate knowledge of the
requirements and specifications of a particular project. This allows team members to ensure the
products meet those standards so the company puts out quality products.
Innovation: The research and development team aids the company in staying competitive with
others in the industry. The department is able to research and analyze the products other
businesses are creating, as well as the new trends within the industry.
Information Technology:
Everyday tools:(Management of daily usage equipment and Account Management)
Conferencing: (Video and audio conferencing, online meetings)
Connectivity: (Domain Email, Wireless network establishment, Mobile accessories, remote
connection)
Data Centre: (Backup of data, network monitoring, and security of data)
Administration:
General office management and Running:(Cleaning, stationery, photocopying)

Transport Management:(providing vehicle and fuel on timely basis)

Registry Management:(All incoming and outgoing mails must go through the registry)
Assets Management: (Acquisition, management and disposal)
Property Management:(Management of all the property includes buildings installations e.g.
quarry sites, land etc.)
Security and Safety:
Sales & Marketing:
Goal Setting: (to achieve desired volume of sales)
Customer Service:(sales and marketing takes responsibility for making sure buyers are happy
and to solve any problems that might cause the company to lose customers)
Product, Pricing, Place and Promotion: (4 Ps of Marketing)
Finance:
Preparation of Financial Statements according to International and Local rules of Accounting:
Effective utilization of funds:
Manages all cash-in and cash-out flows:

Logistics:Logistics is the management of the flow of goods between the point of origin and
the point of consumption in order to meet requirements of customers or corporations.

Order processing of Material: (if there is no purchasing department)

Production of goods:
Warehousing :( security of warehouse)
Inventories:(Optimum level of inventory)
Packaging:
Dispatching:

2. Office Worker
Definition:

They are the members of the office staff who run the day-to-day operations of
the company.
They help company executives, department managers, supervisors, and
fellow workers in meeting their responsibilities.
Duties of Office Worker:
i.
Collect, count, and distribute money, do basic bookkeeping and complete banking
transactions.
ii.

Communicate with customers, employees, and other individuals to answer questions,

explain information, take orders and address complaints.

iii.

Answer telephones, direct calls and take messages.

iv.

Compile, copy, sort, and file records of office activities, business transactions, and
other activities.

v.

Complete and mail bills, contracts, policies, invoices, or checks.

vi.

Operate office machines, such as photocopiers and scanners, facsimile machines,

voice mail systems and personal computers.

vii.

Maintain and update filing, inventory, mailing, and database systems, either manually
or using a computer.

viii.

Open, sort and route incoming mail, answer correspondence, and prepare outgoing
mail.

ix.

Review files, records, and other documents to obtain information to respond to

requests.

x.

Complete work schedules, manage calendars and arrange appointments.

xi.

Monitor and direct the work of lower-level clerks.

xii.

Type, format, proofread and edit correspondence and other documents, from notes
or dictating machines, using computers or typewriters.

xiii.

Train other staff members to perform work activities, such as using computer
applications.

xiv.

Prepare meeting agendas, attend meetings, and record and transcribe minutes.

xv.

Troubleshoot problems involving office equipment, such as computer hardware and

software.

xvi.

Make travel arrangements for office personnel

Types of Office Worker:Individuals have specific, established, stable personalities that

drive their behaviors. If managers can identify their employees personality styles, they can
better understand what to expect from them and how to interact with them.

There may be four types of personalities:

i.

Direct: Someone with a direct personality style will have a desk covered with paperwork,
though it's probably organized in piles. They typically prefer to learn independently and are
action-oriented, so they may seem impatient or bored in group settings.
Direct personalities tend to use language such as you must or you should. They also
speak loudly and quickly and state their own opinions as facts. Furthermore, these people
also have poor listening skills, so if you need to give them instructions, be direct and
straightforward in your interaction.
These people constantly feel like they need to be in a hurry and tend to make quick
decisions.

ii.

Spirited: A spirited person usually has a messy desk with papers strewn everywhere, along
with magazines, receipts, forms, books and other things. If your employees have a spirited
personality, they prefer to learn in groups and enjoy being mentored and attending
conferences.
If you notice someone who resists completing an online self-study program, that is a clue
that the individual has a spirited style,
People with this type of personality tend to exaggerate and talk a lot. They're very good at
beginning new projects, but need a little more encouragement to finish existing ones.

iii.

Considerate: This type of persons desk is cluttered, yet they know where everything is.
They may also have pictures of serene landscapes, group photos and other personal items
prominently displayed.
Considerate people prefer to learn in group settings, especially team-building activities, and
they dont enjoy taking on new projects on a whim..
People with considerate personalities speak slowly and softly and are often reluctant to offer
their own opinions. They listen carefully before they speak and engage in a lot of small talk.

iv.

Systematic: This personality type usually has a tidy desk clear of papers, except the ones
theyre currently working on. They also clean off their desk every night and the only materials
visible are job-related, such as graphs and charts.
Systematic people prefer to think independently, may be reluctant to participate in classroom
settings and are deadline-driven. They also tend to use precise language and prefer to share
facts and data rather than their own opinions. They also have limited small talk and prefer
focused conversations

Qualities of Office Worker:

Communicator: Employers love to hire employees who have the ability to communicate well
and express themselves in a clear manner, whether in writing or speaking.
Self-Motivated: A good employee never hesitates of taking additional responsibility or a
more responsible position
Hard worker: There is no substitute to hard work
Adaptable/decisive and effective learner: Employees who know how to adjust themselves
to new environment, willing to learn new things (quick learners) and perform their best in
changes are likely to be the best performers in any organization.
Team Player: Many companies consist of teams. Any company requires an effective team
effort
Helping others: everyone appreciates a helping hand every now and then. Do not hesitate
in helping out others. This make the person establish friendly relations with the coworkers
and keeps the office running smoothly which in turn is appreciated by the employers.
Honesty: A good employee is honest about his/her work and qualifications. Self-criticism
and willing to receive feedback (bad as good) is essential to become a good learner.
Ethical: Work rules are made to be followed. There is decorum of every place that ought to
be kept. A good employee follows the policies of the company and inspires others to do so
too.
Polite: Being friendly and approachable will never harm. a good employee greets her
coworkers a good morning, says little courteous things like thank you and you are
welcome

Disciplined and punctual: Every boss loves a punctual, disciplined and conscientious
employee. Time is money. Coming late to office, taking unnecessary breaks, and leaving
earlier than the usual hours cost money to the company. No employer will ever appreciate
this.
Avoid gossip: The person should always remember that she came to the office to work, to
make a career. Do not spread office gossip or rumors. Respect the privacy of the coworkers.
Safeguard and protect the confidential nature of office business and transactions.

5. Communication
Business Letters
A business letter is usually a letter from one company to another, or between such
organizations and their customers, clients and other external parties. The overall style
of letter depends on the relationship between the parties concerned.
Types of Business Letters:
Enquiry:Enquiry letters ask a question or draw information from the recipient. When composing
this type of letter, keep it clear and concise and list exactly what information you need. Be sure to
include your contact information so that it is easy for the reader to respond .
Quotation: A letter of quotation is any letter written in reference to the price of a service or
product. This could range from a customer or client requesting or accepting a quote, to the supplier
or service provider sending the quote amount. Either of these letters could be headed as a letter of
quotation.

Order Letter: Order letters are sent by consumers or businesses to a manufacturer, retailer or
wholesaler to order goods or services. These letters must contain specific information such as model
number, name of the product, the quantity desired and expected price.

Complaints:The words and tone you choose to use in a letter complaining to a business may be the
deciding factor on whether your complaint is satisfied. Be direct but tactful and always use a
professional tone if you want the company to listen to you.

Adjustment:An adjustment letter is normally sent in response to a claim or complaint. If the

adjustment is in the customers favor, begin the letter with that news. If not, keep your tone factual
and let the customer know that you understand the complaint.

6. Business Documents
Business Reports:Business reports convey information from one person, group or company to
another. Reports include pertinent facts, figures and information pertaining to business matters.

The contents of business reports differ dependent on the report's purpose. However, reports
typically include four parts: introduction, summary, discussion and conclusions. The introduction is
a short outline of the report's content. This might include a Table of Contents or merely state an
overview. The summary illustrates the opportunity or problem or summarizes the situation the
report covers. The discussion includes descriptive details, such as methods used, results found
and existing choices. The conclusion differs dependent on the reports, such as implications of
each option for recommendation or analytical reports, evaluations for analytical reports, and
explanations of why you think one options is best in recommendation reports.

Types of Reports:
Analytical Reports: When a company is trying to solve a problem or make a decision, an analytical
report might be necessary. These reports offer both a narration of facts as well as data,
explanations and conclusions. For example, a quarterly sales analysis might detail corporate
initiatives, sales, expenditures and profit and loss. An analytical report of this type might describe
the company's advertising and promotional activities and their results.
Informational Reports: When you need to provide information without opinion or suggestions, an
informational report is typically the best format. For example, if you need information about how
many employees work in each department and their job function, you would create an
informational report. You might include employee names, years of service and salary, as well as
an organizational chart.
Statutory Reports: The production of statutory reports is dictated by a higher authority, such as a
government agency, and your company must comply with rules governing the reports.
Voluntary Reports: Voluntary reports, sometimes referred to as non-statutory reports, are not
required by law or regulation, but they are helpful for the formulation of policy, for administrative
clarity or to aid in management decision making.