THE UNIVERSITY OF THE WEST INDIES OPEN CAMPUS SEMESTERIS SEMESTERILY SUPPLEMENTAL/SUMMER SCHOOL. Final Examination of March © / ApriliMav-V2016 /December o (COURSE CODE AND NAME TITLE: APOMI- OFFICE PROCEDURES DATE: MONDAY 11" APRIL 2016 TIME: DURATION: 3 HOURS ‘Materials required: Answer booklet: Normal _— Special Not Required C1 Caleulator: Programmable Non Programmable © (vhere cpa) ‘Multiple Choice Anrwer Sheets: Numerical © Alphabetical “Included 0 Auziliary/Other material(s)— Please specify: ‘Candidates are permitted to bring the following items to their desks: INSTRUCTIONS TO CANDIDATES: This paperbas_7_ pages and2_ sections. You are required to answer any FOUR (4) questions from SECTION A in the Answer Booklet provided and ALL questions in SECTION B in the Hand-In provided Candidates are reminded to read questions carefully. Credit willbe given only for information relevant to the ‘question asked. When Candidates have finished, review the questions and answers carefully to be sure you have responded correctly. Please make sure that your Candidate 1D. Number is placed on the Hand-in and all addtional papers. Page 1 of7SECTION A (@OMARKS) Candidates are required to answer any FOUR (4) questions in this section in the Answer Booklet provided. QUESTION 1 (@ Insrranging meetings, what preliminary activites are the office professional's responsibility? (6 marks) (B) On the meeting day, for which activities can the office professional accept responsibility? ( marks) (© Which activities are the office professional responsible for after the meeting? (5 marks) QUESTION 2 (@) Define etiquette. ($ marks) (©) Whyis ethics an integral part ofthe successful functioning of businesses in the twenty first century. (10 mark) QUESTION 3 ‘You work for five managers and today one of the managers, Jean Forrester, has sent three reports to you for final completion with a special request to finish this work by this aflemoon at 5:30 pm, However, the other three managers have also assigned work to you and expect you to complete the assignments right away. You have had some difficulty in completing one of the assignments, you have missed lunch and now you are ‘becoming frustrated due tothe pressure of completing all the work, (@) What problems can you identify in this situation? ($ marks) (©) What stress-reducing techniques ean you use? (Smarks) (© What can you do to resolve ths situation? (S marks) QUESTION 4 “Supervisors need the skills and experience appropriate to the management of administrative activities.” Give an appraisal ofthe skills and experience you consider to be important. (1S marks) Page 2.0f7QUESTION 5 Receiving visitors is an important part of office work. It requires the office professional to be gracious, ‘courteous and diplomatic at all times to all vistors. State how you would deal with (© Visitors with appointments. (5 marks) () Unscheduled visitors. (6 marks) (©) Ditiicut vistors. (6 marks) YUESTION 6 “The starting point of effective time management is an analysis of how you spend your time”. (Robinson) (@_ Whats time management? (§ marks) (®) Whatae the benefits of time management? (S marks) (© List the undesirable consequences of filing to manage time effectively. (§ marks) Page 3 of 7Candidate ID SECTIONB (0 MARKS) (Candidates are required (o answer any ALL questions in this section inthe Hand-In provided. 1. Which ofthe following is not an example of a virtual mecting? @ Videoconferencing | (International conference (© Audio conferencing @ Direct broadcast video 2, Which ofthe following is the MOST spproprate time for making correction to minutes? (@ Anytime the secretary or chairman detects an ertor (B) When the minotes are adopted (©) When the minctes are presented but before they are adopted (@) After the adoption ofthe minutes 3. Which ofthe following should not be included when composing notices of meeting, do not specify: (@) A list of those members who did and did not attend the last mecting, (B) The purpose, time, date, location, deadline for accepting agenda items, and sction to take if ‘member will attend or cannot attend. (© Preliminary agenda forthe meeting if available. @ Copies of any materials participants shuuld bring to the mecting, ‘The study ofthe interaction between people and their work environment sealed (@ Ergonomics (8) Work low practice (© Office interaction © Ofice safety 5, Which ofthe following factors contribute to repetitive stress injuries? i, Poor posture fi, Long hours of computer use fii, Occasional breaks @ ionly ()iand ii only (© and itionly © iii, and ii Page 4 of71 10, nL A graphic illustration ofthe formal structure ofan organization is called a/an: (@) Participatory management chart (®) NAFTA chart (© Scalar chart (@ Organization chart ‘To prioritize work, select the best order: (@) Mast be done atthe time of your manager's request (&) Mast be done immediately, must be done today, and must be done as soon as time allows (©) Mast be done atthe time of your manager's request, and then everything else must be done today (@) Mast be done immediately, and everything else must be dane as soon as time allows to staff members? ‘Which of the following methods can be used for intemal written communicati i Cirealars A written communication between two departments of a company will be made via means of wan, (@ Letter (©) Memorandum (©) Intercom (@) Note Which of the following factors is not representative of nonverbal communication? (@) Image (© Personal space (©) Comectness (@ Eye contact ‘Microfilm will be MOST usef when thee is limited space fo storing (@ Inactive files (©) Temporary files (©) Documents transferred from inactive files (@ Documents transferred between active files Page Sof 7Candidate 1D8 12, Which ofthe following is/are NOT needed when using microfilming? (@ Printer | (©) Roll of film (© Aperture cards (@ Magnetic tape 13. The control, retention and security of records documents and files is called | (@) Records management (&) Copying and seeuring (© Mailing (@ Accounting 14, A document which pives the detail ofa busines pis known as wan (@ Schedule (0) Minerary (©) Program @ Travelogue 15, Just before your manager leaves ona busines trip, your main duties will include the following: (@) Checking the dokets (©) Getting money forthe trip (© Preparing the sche @ Allofthe above 16. Most effective tip to se first when handling an angry caller include: (2) Deal with the situation (©) Get the name of the caller and explain the situation to the caller so he or she understands the conflicting points (© Deal with the felings first (@ Got the name ofthe caller and explain the situation to the caller so be or she understands the ‘conflicting points; then, route the eal to your manager 17. Which ofthe following are your duties when eveiving visitors for your manager? (@) To carry out your manager's wishes (@) To present postive image for yourself, your manager, and the organization (©) To help visitors, within the policy limitations of the organization, to accomplish their purposes for coming to your office @ Allofthe above Page 6 0f718, Suocessful tips to answer the telephone effectively include: (@) Answer promply. (Be courteous. (© Ask "Who is calling? (@ Ansovers (8) and (b) 19, ‘The following seps are listed in the correct sequence to handle incoming mail: (@) Sorting mail, epening mail, inspecting contents, and registering special mail (®) Presenting mail to manager, sorting mail, and opening mail © Opening mal sorting mai, inspecting mail, and presenting to manager (@ Registering special mail, sorting mail, inspecting contents, and date-time stamping mail 20. When handling abusive customers, identify the correct action to take control of the situation after you Ihave exhausted your diplomacy. (@) Avoid letting your supervisor become involved (© Call security at once (©) Ask the customer to leave the premises and state that you will deal with him or hee when calmed down (@) Keep smiling and express you thoroughly understand and will handle the problem to the customer's satisfaction | END OF EXAMINATION Page 7 0f7