2 (B) Learning Guide For Office Administration Level 6 PDF

REPUBLIC OF KENYA
LEARNING GUIDE
FOR
OFFICE ADMINISTRATION
LEVEL 6
TVET CDACC
P.O BOX 15745-00100
NAIROBI
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First published 2019
Copyright TVET CDACC
All rights reserved. No part of this Office Administration learning guide may be
reproduced, distributed, or transmitted in any form or by any means, including
photocopying, recording, or other electronic or mechanical methods without the
prior written permission of the TVET CDACC, except in the case of brief quotations
embodied in critical reviews and certain other non-commercial uses permitted by
copyright law. For permission requests, write to the Council Secretary/CEO, at the
address below:
Council Secretary/CEO
TVET Curriculum Development, Assessment and Certification Council
P.O. Box, 15745–00100,
Nairobi, Kenya.
Email: cdacc.tvet@gmail.com
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FOREWORD
The provision of quality education and training is fundamental to the Government’s
overall strategy for social economic development. Quality education and training
will contribute to achievement of Kenya’s development blue print and sustainable
development goals (SDGs). This can only be addressed if the current skill gap in the
world of work is critically taken into consideration.
Reforms in the education sector are necessary for the achievement of Kenya Vision
2030 and meeting the provisions of the Constitution of Kenya 2010. The education
sector has to be aligned to the Constitution and this has triggered the formulation of
the Policy Framework for Reforming Education and Training (Sessional Paper No.
4 of 2016). A key provision of this policy is the radical change in the design and
delivery of the TVET training which is the key to unlocking the country’s potential
in industrialization. This policy document requires that training in TVET be
Competency Based, Curriculum development be industry led, certification be based
on demonstration and mastery of competence and mode of delivery that allows for
multiple entries and exit in TVET programs.
These reforms demand that industry takes a leading role in TVET curriculum
development to ensure that the curriculum addresses and responds to its competence
needs. The learning guide in Office Administration enhances a harmonized delivery
of the competency-based curriculum for Office Administration Level 6. It is my
conviction that this learning guide will play a critical role towards supporting the
development of competent human resource for the Office Administration sector’s
growth and sustainable development.
PRINCIPAL SECRETARY, VOCATIONAL AND TECHNICAL TRAINING

MINISTRY OF EDUCATION
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PREFACE
Kenya Vision 2030 is anticipated to transform the country into a newly
industrializing; “middle-income country providing a high-quality life to all its
citizens by the year 2030”. The Sustainable Development Goals (SDGs) further
affirm that the manufacturing sector is an important driver to economic
development. The SDGs number 9, which focuses on Building resilient
infrastructures, promoting sustainable industrialization and innovation can only be
attained if the curriculum focuses on skill acquisition and mastery. Kenya intends to
create a globally competitive and adaptive human resource base to meet the
requirements of a rapidly industrializing economy through life-long education and
training.
TVET has a responsibility of facilitating the process of inculcating knowledge, skills

and attitudes necessary for catapulting the nation to a globally competitive country,
hence the paradigm shift to embrace Competency Based Education and Training
(CBET). The Technical and Vocational Education and Training Act No. 29 of 2013
and the Sessional Paper No. 4 of 2016 on Reforming Education and Training in
Kenya, emphasized the need to reform curriculum development, assessment and
certification to respond to the unique needs of the industry. This called for shift to
CBET to address the mismatch between skills acquired through training and skills
needed by the industry as well as to increase the global competitiveness of Kenyan
labor force.
The TVET Curriculum Development, Assessment and Certification Council (TVET

CDACC), in conjunction with industry/sector developed the Occupational Standards
which was the basis of developing competency-based curriculum and assessment of
an individual for competence certification for Office Administration level 6. The
learning guide is geared towards promoting efficiency in delivery of curriculum.
The learning guide is designed and organized with clear and interactive learning
activities for each learning outcome of a unit of competency. The guide further
provides information sheet, self-assessment tools, equipment, supplies, materials
and references. I am grateful to the Council Members, Council Secretariat, Office
Administration experts and all those who participated in the development of this
learning guide.
Prof. CHARLES M. M. ONDIEKI, PhD, FIET (K), Con. Eng Tech.

CHAIRMAN, TVET CDACC
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ACKNOWLEDGEMENT
This learning guide has been designed to support and enhance uniformity,
standardization and coherence in implementing TVET Competency Based
Education and training in Kenya. In developing the learning guide, significant
involvement and support was received from various organizations.
I recognize with appreciation the critical role of the participants drawn from
technical training institutes, universities, private sector and consultants in ensuring
that this learning guide is in-line with the competencies required by the industry as
stipulated in the occupational standards and curriculum. I also thank all stakeholders
in the Office Administration sector for their valuable input and all those who
participated in the process of developing this learning guide.
I am convinced that this learning guide will go a long way in ensuring that workers
in Office Administration sector acquire competencies that will enable them to
perform their work more efficiently and make them enjoy competitive advantage in
the world of work.
DR. LAWRENCE GUANTAI M’ITONGA, PhD

COUNCIL SECRETARY/CEO
TVET CDACC
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TABLE OF CONTENTS
FOREWORD ..............................................................................................................................II
PREFACE ..................................................................................................................................III
ACKNOWLEDGEMENT ......................................................................................................... IV
TABLE OF CONTENTS ............................................................................................................ V
LIST OF FIGURES ................................................................................................................... IX
LIST OF TABLES...................................................................................................................... X
ACRONYMS............................................................................................................................. XI
CHAPTER 1: INTRODUCTION ................................................................................................1
1.1. Background Information ................................................................................................1
1.2. The Purpose of Developing the Learning Guide ...............................................................1
1.3. Layout of the Trainee Guide ..........................................................................................2
Learning Activities.................................................................................................................2
Information Sheet ..................................................................................................................2
Self-Assessment ....................................................................................................................2
Core Units of Learning ...........................................................................................................3
CHAPTER 2: SHORTHAND SKILLS/ DEMONSTRATE SHORT HAND SKILLS...................4
2.1. Introduction ..................................................................................................................4
2.2. Performance Standard ...................................................................................................4
2.3. Learning Outcomes .......................................................................................................4
2.3.1. List of learning outcomes ..............................................................................................4
2.3.2. Learning Outcome No. 1: Consolidating Shorthand and Writing Principles ........................5
2.3.3 Learning Outcome No. 2: Developing Vocabulary Extensions .........................................15
2.3.4. Learning Outcome No. 3: Taking Shorthand Dictation ...................................................21
2.3.5 Learning Outcome No. 4: Transcribing Shorthand Notes .................................................27
2.3.6. Learning Outcome No. 5: Developing Listening Skills ...................................................34
2.3.7 Learning Outcome No. 6: Developing Art Skills ............................................................39
2.3.8 Learning Outcome No. 7: Typing Mailable Work ..........................................................46
CHAPTER 3: ICT SKILL/DEMONSTRATE ICT SKILLS ......................................................52
3.1. Introduction ................................................................................................................52
3.1 Performance Standard .................................................................................................52
3.2 Learning Outcomes .....................................................................................................52
3.3.1. List of learning outcomes ............................................................................................52
3.3.2. Learning Outcome No. 1: Introduce Modern Information and Communication
Technology ................................................................................................................................53
3.3.3. Learning Outcome No. 2: Introduce Computer Packages ................................................62
3.3.4. Learning Outcome No. 3: Introduce Operating Systems ...............................................74
3.3.5. Learning Outcome No. 4: Introduce Desktop Publishing Software ...............................84
3.3.6. Learning Outcome 5. Introduce Web Page Software Application .................................90
CHAPTER 4: FRONT OFFICE OPERATIONS/ MANAGE FRONT OFFICE OPERATIONS 98
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4.1. Introduction ..................................................................................................................98
4.2. Performance Standard ....................................................................................................98
4.3. Learning Outcomes ........................................................................................................98
4.3.1. List of learning outcomes ............................................................................................98
4.3.2. Learning Outcome No. 1: Handle Organization Visitors .................................................99
4.3.3. Learning Outcome No 2: Handle Organization Enquiries .............................................105
4.3.4. Learning Outcome No. 3: Maintain Reception Area .....................................................112
4.3.5. Learning Outcome No. 4: Maintain Visitors Register ...................................................119
4.3.6. Learning Outcome No. 5: Entertain Organization Visitors ............................................124
4.3.7. Learning Outcome No. 6: Maintain Reference Materials ..............................................129
4.3.8 Learning Outcome No7: Maintain Internal Directory ...................................................134
4.3.9 Learning Outcome No. 8: Maintain Official Diary .......................................................140
4.3.10 Learning Outcome No. 9: Handle Official Appointments ......................................146
CHAPTER 5: OFFICE MAIL MANAGEMENT/ MANAGEMENT OFFICE MAIL ..............152
5.1. Introduction ................................................................................................................152
5.2. Performance Standard ..................................................................................................152
5.3. Learning Outcomes ......................................................................................................152
5.3.1. List of learning outcomes ..........................................................................................152
5.3.2. Learning Outcome No. 1: Manage Incoming Mail .......................................................153
5.3.3. Learning Outcome No. 2: Classify Incoming Mail .......................................................161
5.3.4. Learning Outcome No. 3: Distribute Office Mail .........................................................167
5.3.5. Learning Outcome No. 4: File Incoming Mail .............................................................173
5.3.6. Learning Outcome No. 5: Receive Outgoing Mail .......................................................180
5.3.8. Learning Outcome No. 6: Classify Outgoing Mail .......................................................185
5.3.9. Learning Outcome No. 7: Record Outgoing Mail .........................................................191
5.3.10. Learning Outcome No. 8: Dispatch Outgoing Mails .............................................197
CHAPTER 6: OFFICE DOCUMENTS FILING/ OFFICE DOCUMENTS .............................204
6.1 Introduction .................................................................................................................204
6.2 Performance Standard ...................................................................................................204
6.3 Learning Outcomes ......................................................................................................204
6.3.1 List of learning outcomes ...........................................................................................204
6.3.2 Learning Outcome No. 1: Index Office Files ................................................................205
6.3.3 Learning Outcome No. 2: Receive Office Documents ...................................................214
6.3.4 Learning Outcome No. 3: Sort Office Documents .........................................................220
6.3.5 Learning Outcome No. 4: Record Office Documents ....................................................228
6.3.6 Learning Outcome No. 5: File Office Documents .........................................................234
6.3.7 Learning Outcome No. 6: Safeguard office File ............................................................242
CHAPTER 7: OFFICIAL MEETINGS COORDINATION/ COORDINATE OFFICIAL
MEETINGS ............................................................................................................................251
7.1 Introduction .................................................................................................................251
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7.2 Performance Standard ...................................................................................................251
7.3.1 List of learning outcomes ...........................................................................................252
7.3.2 Learning Outcome No. 1: Prepare Meeting Invitations .................................................253
7.3.3 Learning Outcome No. 2: Prepare the Meeting Room ...................................................258
7.3.4 Learning Outcome No. 3: Prepare Reference Materials .................................................264
7.3.5 Learning Outcome No. 4: Provide Hospitality Services .................................................268
7.3.6 Learning Outcome No. 5: Take the Minutes of the Meeting ...........................................274
7.3.7 Learning Outcome No. 6: Clear the meeting room ........................................................279
7.3.8. Learning Outcome No. 7: Prepare the minutes and action plan documents. ....................284
CHAPTER 8: TRAVEL ARRANGEMENT COORDINATION/COORDINATE TRAVEL
ARRANGEMENT ...................................................................................................................289
8.1. Introduction ................................................................................................................289
8.3.2 Learning Outcome No 1: Obtain Travel Clearance .......................................................290
8.3.3 Learning Outcome No. 2: Book Travel Tickets ............................................................296
8.3.4 Learning Outcome No 3: Request Travel Imprest ........................................................303
8.3.5 Learning Outcome No 4: Obtain Travel Documents .....................................................309
8.3.6 Learning Outcome No 5: Handle Transport Logistics ...................................................316
8.3.7 Learning Outcome No 6: Prepare Carry-on .................................................................321
8.3.8 Learning Outcome No 7: Book Offices’ Accommodation .............................................327
CHAPTER 9: PETTY CASH MANAGEMENT/ MANAGE PETTY CASH ............................332
9.1. Introduction ................................................................................................................332
9.3.2. Learning Outcome No 1: Budget Office Petty Cash .....................................................333
9.3.3 Learning Outcome No 2: Request Petty Cash Approval ................................................339
9.3.4 Learning Outcome No 3: Coordinate Office Purchases .................................................345
9.3.5 Learning Outcome No 4: Account for Office Petty Cash ..............................................351
9.3.6 Learning Outcome No 5: Prepare Petty Cash Reimbursement .......................................356
CHAPTER 10: OFFICE SECURITY MANAGEMENT/ MANAGE OFFICE SECURITY .....361
10.1 ` Introduction............................................................................................................361
10.2 Performance Standard ...............................................................................................361
10.3 Learning Outcomes ...................................................................................................361
10.3.1 List of learning outcomes ...................................................................................361
10.3.2 Learning Outcome No. 1: Safeguard Office Records ............................................362
10.3.3 Learning Outcome No 2: Safeguard office data and information ............................369
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10.3.3 Learning Outcome No 3: Maintain confidentiality and integrity of data and
information 376
10.3.5 Learning Outcome No 4: Control office access ....................................................382
10.3.6 Learning Outcome No 5: Report security incidences ............................................388
CHAPTER 11: TELEPHONE CALLS MANAGEMENT/MANAGE TELEPHONE CALLS ..395
11.1 Introduction ..............................................................................................................395
11.3 Learning Outcomes ...................................................................................................395
11.3.1 List of learning outcomes ...................................................................................395
11.3.2 Learning outcome No. 1: Manage Incoming Calls ................................................396
11.3.3 Learning outcome No 2. Record telephone messages ..................................................403
11.3.4 Learning outcome No 3. Make telephone calls............................................................408
11.3.5 Learning outcome No 4. Maintain telephone equipment ..............................................413
11.3.6 Learning outcome No 5. Maintain calls register ..........................................................417
CHAPTER 12: OFFICE DOCUMENT PROCESSING/PROCESS OFFICE DOCUMENTS ..425
12.1 Introduction ...............................................................................................................425
12.3 Learning Outcomes .....................................................................................................425
12.3.1 List of learning outcomes..........................................................................................425
12.3.2 Learning Outcome No. 1: Interpret Office Instructions .........................................426
12.3.3. Learning Outcome No 2: Process office document ...................................................432
12.3.4 Learning Outcome No 3: Conduct reprographic services .............................................441
CHAPTER 13: OFFICE ADMINISTRATIVE DUTIES/PERFORM OFFICE
ADMINISTRATIVE DUTIES .................................................................................................447
13.1. Introduction ..............................................................................................................447
13.2. Performance Standard ...............................................................................................447
13.3. Learning Outcomes ...................................................................................................447
13.3.1. List of learning outcomes ...................................................................................447
13.3.2. Learning Outcome No. 1: Control Office Supply and Stationery............................448
13.3.3 Learning Outcome No 2: Supervise Administrative Services .................................455
13.3.4 Learning Outcome No 3: Perform delegated duties ...............................................464
13.3.5 Learning Outcome No 4: Mentor administrative services personnel .......................471
13.3.6 Learning Outcome No 5: Coach administrative services personnel ........................479
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LIST OF FIGURES
Figure 1: A Sample for use of shorthand principles .................................................................. 8
Figure 2: Sample use of an interjection ..................................................................................... 9
Figure 3: Sample proofreading marks ..................................................................................... 31
Figure 4: How to Open a Word Document.............................................................................. 63
Figure 5: Components of a Word Window ............................................................................. 65
Figure 6: Creating a document from an existing document .................................................... 66
Figure 7: Creating a new blank template ................................................................................. 66
Figure 8: Creating a document from a template ...................................................................... 67
Figure 9: New blank document is open in MS Word .............................................................. 67
Figure 10: Keyboard finger positioning .................................................................................. 69
Figure 11: How to align words in a paragraph ........................................................................ 70
Figure 12: Illustration for document alignment ....................................................................... 70
Figure 13: The operating system ............................................................................................. 75
Figure 14: Configuration of software ...................................................................................... 76
Figure 15: Typing techniques .................................................................................................. 80
Figure 16: Word Shortcuts ...................................................................................................... 81
Figure 17: Dragging to create a new text frame ...................................................................... 87
Figure 18: Components of an html documents........................................................................ 93
Figure 19: Internal directory .................................................................................................. 135
Figure 20: Internal directory .................................................................................................. 136
Figure 21: Simple file ............................................................................................................ 174
Figure 22: Flat file ................................................................................................................. 174
Figure 23: Two-way file ........................................................................................................ 175
Figure 24: Lever arch file ...................................................................................................... 175
Figure 25: Delivery book....................................................................................................... 200
Figure 26: An image of travel clearance form for minor ...................................................... 293
Figure 27: An image showing flight ticket ............................................................................ 297
Figure 28: An image showing train ticket ............................................................................. 298
Figure 29: An image of Bus Ticket ....................................................................................... 299
Figure 30: Image of transit visa ............................................................................................. 312
Figure 31: Petty Cash Procedure ........................................................................................... 334
Figure 32: Stages of budget process ...................................................................................... 340
Figure 33: Overview of the purchasing process .................................................................... 348
Figure 34: Sample image of petty Cash Petty Cash Reimbursement Form .......................... 358
Figure 35: Levels of information system............................................................................... 370
Figure 36: Image of a CCTV ................................................................................................. 392
Figure 37: Printer................................................................................................................... 443
Figure 38: Scanner................................................................................................................. 444
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LIST OF TABLES
Table 1: Summary of Core Units of Competencies ................................................................... 3
Table 2: Example of shorthand symbols ................................................................................... 9
Table 3: Common Services ..................................................................................................... 77
Table 4: Finger and Keys ........................................................................................................ 80
Table 5: Appearance of a hotel diary .................................................................................... 142
Table 6: Example of an outgoing mail .................................................................................. 192
Table 7: Internal and External hard disk ............................................................................... 246
Table 8: Time allocation for each item.................................................................................. 256
Table 9: Exchange rates between Kenyan currency and other countries as per 2015 ........... 324
Table 10: Solution in a Petty Cashbook ................................................................................ 335
Table 11: Sample of Budget Draft......................................................................................... 341
Table 12: Sample of a school record ..................................................................................... 366
Table 13: Illustrations of a call register ................................................................................. 397
Table 14: Sample of memo.................................................................................................... 427
Table 15: Format of Formal Letter ........................................................................................ 428
Table 16: Example of a memo format ................................................................................... 435
Table 17: Example of a format writing of a block letter ....................................................... 436
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ACRONYMS
BC Basic Competency
CC Core Competency
CDACC Curriculum Development, Assessment and Certification Council
CO Common Units
CRM Customer Relationship Management
CSR Corporate Social Responsibility
CU Curriculum
ERM Enterprise Resource Management
ERP Enterprise Resource Planning
FIFO First In First Out
ICT Information Communication Technology
IPR Intellectual Properties Rights
KCSE Kenya Certificate of Secondary Education
LIFO Last In First Out
LPO Local Purchase Order
LSO Local Service Order
OS Occupational Standard
OSHA Occupational Safety and Health Standards
PPE Personal Protective Equipment
QMS Quality Management System
SOP Standard Operating Procedures
SSAC Sector Skills Advisory Committee
SWOT Strength Weaknesses Opportunities and Threats
TVET Technical and Vocational Education and Training
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CHAPTER 1: INTRODUCTION
1.1. Background Information

This learning guide has been developed in line with the functions of TVET CDACC
as stipulated in Article 45 (1a) of the Technical and Vocational Education and
Training (TVET) Act No. 29 of 2013 and the Sessional Paper No. 2 of 2015 that
embraces Competency Based Education and Training (CBET) system. It is
therefore, the sole intent of this document to provide guidelines for a Competency-
Based Office Administration curriculum for level 6.
Office administration is the system of arranging, sorting out, organizing and

controlling office exercises; with a view to accomplish business targets and is
concerned with proficiency and viable execution of office work. Competencies
acquired in Office administration boost customer service, reduce operating costs,
and improve financial positioning of the organization. The significance of Office
Administration is to provide innovation, help in retaining talent and inculcating a
sense of loyalty in office staff. It also entails providing leadership, managing
change, maintaining public relations and promoting optimum use of resources
among others. This guide therefore equips a competent office administrator at level
6 with 21st century knowledge, skills and work behavior. The graduate of each unit
of competency will ensure efficient performance in an organization and act as a
connecting link between the senior management and the employees.
This learning guide consists of interactive learning activities, content, further

reading, self assessment, relevant and related references that enhance implemention
of Office Administration Level 6 qualification. It enables the trainee to acquire the
competencies that enables him/her to undertake the various processes in Office
Administration. The Guide further provides illustrations, web links, case studies,
examples and resources on how to implement all the learning outcomes/elements
described in the Curriculum and Occupational Standards with a particular focus on
the trainee.
1.2. The Purpose of Developing the Learning Guide

Office Administration Level 6 curriculum development process was initiated using
the DACUM methodology where jobs/occupations were identified. Further, job
analysis charts and occupational standards were generated in collaboration with the
industry players under the guidance of TVET CDACC (Curriculum Development
Assessment and Certification Council). The result of the process was Office
Administration Level 6 Occupational Standard (OS) and Curriculum. The
Curriculum was further broken down into units of learning. To effectively
implement Office Administration Level 6 Occupational standard and Curriculum,
learning guides are required to provide training content, guide the learners and
trainers on the learning process aimed at imparting the relevant knowledge, requisite
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skills and the right work behaviour/attitude to the industry. Learning guides are part
of the training materials.
1.3. Layout of the Trainee Guide

The learning guide is organized as per chapters. Chapter one presents the
background information and purpose of developing the trainee guide. Each of the
units of learning/unit of competency is presented as a chapter on its own. Each
chapter presents the introduction of the unit of learning/unit of competency,
performance standard and list of the learning outcome/elements in the occupational
standards.
Learning Activities
For each learning outcome, the learning activities are presented by covering the
performance criteria statements and trainee’s demonstration of knowledge in
relation to the range in the occupational standard and content in the curriculum.
Information Sheet
The information sheet is a section under each learning outcome that provides the
subject matter in relation to definition of key terms, methods,
processes/procedures/guidelines, content, illustrations (photographs, pictures, video,
charts, plans, digital content, and simulation) and case studies.
Self-Assessment
Self-assessment is linked to the performance criteria, required knowledge, skills and
the range as stated in the occupational standards. This section further provides
questions and assignments in which trainees demonstrate that they have acquired the
required competences and an opportunity to reflect on what they have acquired. It is
expected that the trainer keeps a record of their plans, their progress and the
problems they encountered which will go in trainee’s portfolio. A portfolio
assessment consists of a selection of evidence that meets the pre-defined
requirements of complexity, authenticity and reliability. The portfolio starts at the
beginning of the training and will be the evidence for the development and
acquisition of the competence (summative and formative) by the trainee. It is
important to note that Portfolio assessment is highly emphasized in the learning
guide.
Finally, the guide presents tools, equipment, supplies and materials for each learning
outcome as guided by the performance criteria in the occupational standards and
content in the curriculum. References, relevant links and addendums are provided
for further study. The units of competency comprising this qualification include the
following common and core units of learning:
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Core Units of Learning
Summary of Core Units of Competencies
Table 1: Summary of Core Units of Competencies
Unit of Learning Unit of Learning Title Durati Credit

Code on in Factors
Hours
BUS/CU/OA/CC/01/6 Shorthand 140 14
BUS/CU/OA/CC/02/6 ICT Skills 140 14
BUS/CU/OA/CR/01/6 Manage Front Office 142 14
Operations
BUS/CU/OA/CR/02/6 Manage Office Mall 98 10
BUS/CU/OA/CR/03/6 File Office documents 140 14
BUS/CU/OA/CR/04/6 Official Meetings Co- 72 7
ordination
BUS/CU/OA/CR/05/6 Co-ordinate Travel 140 14
Arrangements
BUS/CU/OA/CR/06/6 Petty Cash Arrangement 150 15
BUS/CU/OA/CR/07/6 Office Security 140 14
Management
BUS/CU/OA/CR/08/6 Telephone Calls 140 14
Management
BUS/CU/OA/CR/09/6 Office Document 140 14
Processing
BUS/CU/OA/CR/10/6 Office Administrative 150 5
Unit
Industrial attachment 480 48
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CHAPTER 2: SHORTHAND SKILLS/ DEMONSTRATE SHORT HAND
SKILLS
2.1. Introduction
Demonstrate shorthand skills is a unit of competency offered in TVET level 6 Office
Administration. The unit covers skills, knowledge and behavior required to
demonstrate the understanding and use of shorthand skills in office administration.
The unit involves: consolidating short hand and writing principles, developing
vocabulary extension, taking short hand dictations, transcribing short hand notes,
developing listening and art skills, and typing mailabe work. The unit is significant
to Office Administration as it instills in the trainee shorthand skills that enable them
to take and consolidate office information for efficient office adminstration. The
skills assist the trainee in increasing accuracy in note taking and combine the skills
of listening, summarizing and recording of information for efficient office
administration.
The critical aspects to be covered include applying principles of shorthand and

writing, vocabulary extension, transcribing shorthand notes, and taking dictated
passages at varied speed as well as demonstrating listening skills. The basic
resources required include shorthand notepads, shorthand dictionary and English
dictionary. The unit of competency covers seven learning outcomes. Each learning
outcome presents learning activities that cover performance criteria statements thus
creating an opportunity to demonstrate knowledge and skills in the occupational
standards and content in curriculum. Information sheet provides; definition of key
terms, content and illustration to guide the training. The competency may be
assessed through writing tests, oral questioning, observation and third party report.
Self assessment is provided at the end of each learning outcome. Holistic assessment
with other units relevant to the industry sector workplace and job role is
recommended.
2.2. Performance Standard

Apply shorthand and writing skills through developing vocabulary extensions,
taking dictations, transcribing shorthand notes, proofreading, developing listening
and art skills and typing mail able work based on shorthand principles.
2.3. Learning Outcomes

2.3.1. List of learning outcomes
a) Consolidating shorthand and writing principles
b) Developing vocabulary extensions
c) Taking shorthand dictation
d) Transcribing shorthand notes
e) Developing listening skills
f) Developing art skills
g) Typing mailable work
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2.3.2. Learning Outcome No. 1: Consolidating Shorthand and Writing
Principles
2.3.2.1. Learning Activities
Learning Outcome No. 1: Consolidating Shorthand and Writing Principles
Learning Activities Special
Instructions
1.1 Familiarize with shorthand principles Activities may be

1.2 Identify shorthand symbols carried out in
1.3 Drill wordlist, sentences, phrases, intersections and groups or as
individuals
sentences.
Provide samples
1.4 Establish dictation of texts in
1.5 Establish speed reading from plates and own notes shorthand
1.6 Establish transcription
2.3.2.2. Information Sheet No. 2/ LO1: Consolidating Shorthand and Writing

Principles
Introduction
This learning outcome deals with identifying shorthand symbols, drilling wordlist,
phrases and intersections, reading from plates, listening to dictations and
transcribing texts according to shorthand principles.
Definition of Key Terms

Shorthand: This is a method of rapid writing by means of abbreviations and
symbols. A system of fast writing, using lines and symbols to represent letters, words
and phrases. It is mostly used to record what someone says as they speak.
Stenography: This is the act or art of writing in shorthand.
Script: A note or a document written by hand.
Writing outline: Writing one or more consonants stroke joined together (as heard
in the word). Words in English are called outlines in shorthand.
Content/procedures/methods/illustrations
1.1. Shorthand principles are familiarized with
Shorthand principles are systems of rapid writing based on sound words i.e. the
phonetic principle rather than on conventional spelling. Instead of using the normal
writing skills which involve alphabets, the writer uses shorthand which involves
speed writing using symbols to represents letters, words and phrases.
5
Consolidating shorthand and writing principles requires one to familiarize with the
fact that shorthand uses the sound system which one is supposed to listen to keenly
in order to write the correct outline. The other aspect that one should be familiar with
is the basic vocabulary of sound patterns. There are for instance two basic principles
that one should familiarize themselves with;
a) Halving Principle implies that in shorthand you are writing a consonant stroke
in half the length. According to Pitman, the strokes are halved in length for the
addition of 'T' or 'D'. The halving principle helps in writing outlines rapidly and
quickly.
When writing shorthand outlines, the halving principle helps one to make it as brief
as possible. Light strokes in one syllable words without any final hook or joined
diphthong are halved for the addition of ‘t’ e.g.
Halving for ‘t’ only

Light strokes in one syllable words without any final hook or joined diphthong are
halved for the addition of “t” only' thus e.g.
 tight
 light
 chart
 pat
Vocalizing half-length forms
e.g. Full length Half length
 fight fie
 oft off
 sect seek
Position of half-length strokes (forms)

Upward or downward half-length characters are not written through the line. The
half-length stroke in third place vowel is written on the line and the vowel is
indicated at the third place e.g.
 pit
 witness
 little
Halving for 't' or 'd'
Words having more than one syllable are halved either for the addition of 't' or 'd'
e.g.
 rabbit
 credit
 debate
 received
 related
 current
 decided
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 indeed
stroke having final hook or joined diphthong may be halved for the addition of 't' or
'd' e.g.
 paved
 pound
 proud
 about
b) Doubling principle is very fast whereby phrases and words can be written in
shorthand speedily.
This principle saves time since the size of a stroke is doubled and one doesn’t need
to lift a pen. All double length down strokes are written through the line whether
there is a first, second or third place vowel e.g.
 painter
 voter
 tender
 avoider
All double length horizontal strokes will be written on the line if the first sounded
vowel is of second or third place e.g.
 motor
 enter
 meter
 nature
Doubling of straight strokes

A straight stroke can be doubled for the addition of suffixes ter, der and ture when
another stroke occurs before it e.g.
 folder
 chapter
 dictator
 picture
Has an initial circle e.g.

 sector
 scatter
 spider
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Figure 1: A Sample for use of shorthand principles
Contraction
This is another principle of shorthand that entails use of short forms that have no less
than two strokes and consonants are omitted. Contractions for some common words
is done by omission of a middle or final consonant or syllable. A prefix or suffix
may be attached to a contracted outline.
Phraseography
This is the art of writing two or more words together without lifting the pen. This
helps one increase speed. The outline written using phrases is called a phraseogram.
1.2. Shorthand Symbols are identified

Shorthand involves use of short form of words or use of symbols representing
alphabetical letters to note down what is being dictated. It deals with speed writing
using symbols to represent letters, words and phrases. It entails recording (writing)
the sounds heard in the word (language) in their natural way. Therefore, an
individual is expected to familiarize with some of these symbols, in order form them
to easily make shorthand outlines.
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Table 2: Example of shorthand symbols
1.3 Word list, sentences, phrases, intersection and short forms are drilled
Words: Words in English are composed of consonants and vowels. In short hand,
all the consonants sound heard in the word are written first and then vowels are
placed to complete the outline for the word. Writing one or more consonants stroke
joined together (as heard in the word) is called writing outline simply speaking
words in English are called outline in shorthand.
Word List: This refers to the most frequently used words. The trainee needs to keep
a list of the most commonly used words as well as the phrases in which these words
occur.
Sentence: A sentence is a combination of words for example; the boy is sick. The
underlined are key words. A good sentence must be grammatically correct.
Phrases: A phrase refers to a group of words that do not make complete meanings
on their own e.g. on the wall. Advanced phrases are formed by omission of short
forms, consonants and syllables.
Intersections: An intersection is a stroke written through a word to represent a

whole word and therefore forming a phrase. An intersection is never vocalized and
can take the form of Circle for plurals or possessives.
Tl Suggested intersection, based on the common longhand

abbreviation "Tel" :
telephone
telephone message, answer the telephone, telephone

call
Figure 2: Sample use of an interjection
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Short forms
This implies to shortening of words while maintaining their meaning. It is used to
increase speed in shorthand e.g. we use the short form instead of "I am" we say,
"I'm". "You are" becomes "you’re” and “Did not" becomes "didn't”.
Short forms are omitted in the following manner:

 ‘a’ as in - for (a)time
 ‘the’ as in – all (the) way
 ‘of’ as in – difference (of) opinion
 ‘of the’ as in – fact (of the) matter
A dot on its own (heavy or light) written on the line means “the” while a dot in the
first position (floating) means “a” or “an.
Prefix and Suffixes

A Prefix is a place in front of word, to add or to change the meaning. For examples
words like self-styled, illegal and injustice etc. The underlined parties represent the
prefix.
A suffix is an addition of a word or a syllable at the end of the word. For example,
words like, friendly, leadership, faithful. The underlined parts represent the suffix.
In joining strokes together, they must be written without lifting the pen/pencil. The
end of the first (previous) stroke and the beginning of the next (following) stroke are
to be joined. All the strokes must be written in their own direction and with equal
lengths, except for joining a ‘sh’ and “I” with other strokes.
1.4. Dictation is established

Dictation
Dictation involves writing spoken words. Professionals in different fields use
dictations to make work easier and more efficient. Secretaries also use shorthand for
taking dictations of letters from their superiors or for personal and administrative
uses.
The following stages help one in perfecting dictation:
a) Familiarize yourself with new outline or phrases. Write each new outline on
alternate lines in the margin and then copy them along all the blank lines.
b) Learn new outlines by making up a line length sentence containing several of
the new outlines surrounded by simple ones that you already know.
c) Correct outlines that are consistently getting wrong. This requires several drills
because you have to unlearn what has become an incorrect habit.
d) Improve the flow of your writing by making up simple line length sentences,
preferably with many phrases and write at the top of each page of the notepad.
10
There are several types of dictation depending on what you are aiming for,
namely;
a) Prepared dictation: This method enables you to absorb new outlines and get
you used to writing from dictation.
b) Unprepared dictation/non previewed dictation: This is what all your
shorthand learning is aiming for, taking down speech with no knowledge of what is
coming next. This is taking dictation from materials that were not previously familiar
to you.
c) Slow or easy dictation: The passage is dictated slowly and more than once to
enable the writer to concentrate and produce a neat outline
d) Fast dictation: It involves putting all your learning together to help you master
the skill of taking shorthand dictation at speed
e) Silent dictation: This can be done in writing the shorthand over the top of the
text in a newspaper magazines or leaflet.
Demonstration from a web page

To view a demonstration on short hand visit the following web page: Pitman
Shorthand - Exercise No.29 Dictation (120 WPM) - KZ Learning-
www.shorthandhub.com.
1.5. Speed Reading from Plates and Own Notes is established

This is a way of establishing one’s speed in reading from plates given for example
written materials and what one has written. Shorthand speed is universally described
as the number of words that one can read in a minute. For this reason, shorthand
speed is generally described in words per minute (wpm) with 100 wpm being the
industry standards for journalism but this differs from different professions. It is
important to note that speed reading should take into consideration the accuracy of
the details of what is read as well at the comprehensiveness of the content.
Ways of increasing speed reading

Vocalization: this entails avoiding pronouncing each word loudly as you read
instead you need to skim lines or groups of words. Vocalization slows your speed
because you understand words more quickly than you can say them.
Focus on blocks or lines of words: This can be done by relaxing the face and
expanding you gaze so that you do not focus on individual words; When you
approach the end of a line, allow your peripheral vision to take your eye to the final
set of words. This will help to stop pauses in your reading, meaning that you scan
across and down to the next line more quickly.
Avoid distractions: Create an environment where there are as few interruptions and
distractions as possible, this allows you to concentrate on the text and its meaning.
Cover words that you've already read: This helps you to stop your eyes flitting
back to earlier words and slowing down your reading.
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Good speed reading involves practice and retraining yourself to focus on what is
ahead you. One must however strike a balance between comprehension and speed.
Methods to boost your reading speed:

The pointer method
This involves holding a card below each line and drawing it down the page as you
read.
The tracker and pacer method

It involves holding a pen, with its cap still on and underlining or tracking each line
as you read it, keeping your eye above the tip of the pen. This assists to increase the
pace at which you take in each line, and improve your focus on the words. You
should aim at spending not more than one second on each line and then increase your
speed with each subsequent page.
These methods helps you to focus on the words ahead and you therefore do not need
to regress while reading or reading a word twice.
The scanning/previewing method

Scanning entails moving your eyes quickly down the written material identifying
specific words and phrases. These can be key sentences (often the first sentence of
each paragraph), names, numbers, or trigger words and ideas. Learning to expand
your peripheral vision can help with this.
Skim reading
Skimming is getting the gist or general meaning of the text that you are reading. It
involves paying attention to relevant words, sentences or phrases. You can slow
down at the words, circle them for emphasis then move across the page quickly.
1.6 Transcription is established

Transcription refers to the writing materials which have been heard using shorthand.
It can be done by removing unnecessary letters from words, making typing entire
words easier and much faster. Though when letters are removed you are still
expected to be able to understand what you are looking at. Vowels are often removed
when they are not the first or last letter and often silent letters are also removed.
Speed is often determined by the number of shorthand outlines a trainee is able to
transcribe correctly.
Steps of transcribing a passage

 Listen keenly to the dictation
 Design your transcript
 Transcribe every single word
 Identify nonverbal communication/signs
 Indicate pauses using commas, full stops, colons
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 Proof read the transcript
Conclusion
This learning outcome covered on how to identify shorthand symbols, drill wordlist,
phrases and intersections, read from plates, listen to dictations and transcribe texts
according to shorthand principles.
Further Reading
Ruth I. Anderson, "Shorthand and Transcription," Research by the Classroom
Business Teacher, Eighteenth Yearbook of the Eastern Business Teachers
Association and National Business Teachers Association (Somerville, New Jersey,
1961), p. 125
B. W. Canning Pitman 2000: Dictation Practice Workbook. Pt.2 (Pitman 2000

shorthand)
2.3.2.3 Self-Assessment
Written Assessment
1. The Prefix magna -, magne-, is indicated by
a) Joined m
b) Disjoined m
2. Suffixing is represented by a dot at the....................... Of a word.

a) End
b) Middle
3. What does the disjoined J represent?
4. Name the suffix which is represented by joined or disjoined 'SH'
5. What is shorthand?
6. Using examples, explain what an intersection is in shorthand
7. Discuss five methods used in speed reading from written plates
Practical Assessment
Trainees to listen to a pre-recorded passage on a tape and take shorthand notes then
transcribe them in their own outline. Ask the trainees to read their written outlines
loudly. The outlines should also be proofread.
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2.3.2.4 Tools, Equipment, Supplies and Materials
 Computer
 Pencil
 Shorthand notepad
 Printer
 Manual
 Typewriter
2.3.2.5 References
Frender, G., Drayton, M., & March, J. (2004). Learning to learn: Strengthening
study skills and brain power. Nashville, TE: Incentive Publications.
McGuinness, D. (2006). Early reading instruction: What science really tells us
about how to teach reading? MIT Press.
Zhai, S., & Kristensson, P. O. (2003, April). Shorthand writing on stylus keyboard.
In Proceedings of the SIGCHI conference on Human factors in computing systems
(pp. 97-104). ACM.
14
2.3.3 Learning Outcome No. 2: Developing Vocabulary Extensions
2.3.3.1 Learning Activities
Learning Outcome No 2: Developing Vocabulary Extensions
Instructions
2.1 Acquire vocabulary from different sources Activities

2.2 Identify new words, phrases, short forms, intersections and may be
sentences carried out in
2.3 Drill new outline groups or as
2.4 Do speed reading from own notes individuals
2.5 Do proofreading
2.6 Transcribe shorthand notes
2.7 Print shorthand notes
2.3.3.2. Information Sheet No. 2/ LO2: Developing Vocabulary Extensions
Introduction
This learning outcome involves the development of vocabulary extension through
use of short forms, phrases and intersections. When vocabulary is being developed,
it has to be borrowed from various sources.

Vocabulary: Words that are used in a particular /specific language.
Phrase: Part of a sentence that is used to add more meaning to the sentence but it
does not have complete meaning on its own.
Short forms: Involves the shortening of words with the help of an apostrophe.
Intersection: Two or more different parts of a sentence that are joined in order to
bring meaning e.g. I ate a banana /when I left school.
Speed reading: Pace at which and individual can read a given sentence.
Proof reading: Going through a piece of work involving sentences to ensure that
no grammatical errors are made, punctuation mistakes are fixed.
Shorthand notes: Entails sketching shallow notes to be able to write notes faster.
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Content/Procedures/Methods/Illustrations
2.1 Vocabulary from Different Sources is Acquired
Vocabulary acquisition refers to the learning of new words of a language. Words are
learnt by an individual over a period of time from different exposures. Vocabulary
is a key aspect as far as communication in an organization is concerned. It is from
the development of vocabulary that we get to communicate effectively in an
organization. Therefore, vocabulary should be acquired to enhance organizational
communication. When there is need for vocabulary extension, one ought to borrow
new vocabulary from various sources.
Ways in which vocabulary acquisition manifests itself

 Having receptive knowledge: Being in a position to understand a word by
listening and reading the word.
 Having productive knowledge: Being in a position to produce our own words
of our accord in terms of speaking or writing.
 Availability of visual and verbal annotations: This is through the provision of
picture annotations for better retention of words.
 Incidental vocabulary acquisition: It involves looking up for pictures and text
annotations in acquisition of vocabulary.
 Qualitative and quantitative dimension: In vocabulary acquisition, individuals
need to understand the words they are familiar with so as to know the extent to
which their knowledge in those words gradually increases (Rod Ellis, 1999).
2.2 New Words, Phrases, Short Forms, Intersections and Sentences are
identified
As vocabulary is being extended, the following have to be put into consideration:
New words: These are words that can be coined from the existing words.
Identification of new words has to be with the individual understanding that a word
exists, its importance and usage. An individual should keep track of new words by
getting to know their meaning and remembering them. When getting meaning of
new words, individuals are expected to check their meaning from the dictionary.
Phrases: A phrase is that part of a word that adds meaning to a sentence but does
not make meaning on its own. The reason being they do not have either a subject or
a verb. Phrases can be added to sentences to come up with a complex sentence.
Examples of a phrase:
 After the meal (preposition phrases).
 The nice classmate (noun phrase).
 We’re waiting for the bride (verb phrase).
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Short forms: Short form refers to shortening of words.
Reasons why short forms should be used
 To answer Questions e.g. Q: Can you work part time? Ans: No, I can’t.
 When short answer is required e.g. Q: Can you work tomorrow? Ans:
Definitely.
 Used in question tags e.g. It’s a lovely day, isn’t?
Intersections: These are subsections or parts of a sentence that is joined together to

bring out a meaning e.g. if a sentence is very long, it can be broken down into
subsections to bring clear meaning.
Sentences: A sentence is a group of words that form/make a meaning. When

extending vocabulary, sentences formed should be grammatical.
2.3 New outline is drilled

An outline refers to the summary of key points put in one sentence. Individuals
should be in a position to compose an organized summary of events or occurrences
using the key points. In drilling of outlines, ideas should be put in order so that
assignments can make sense. This is done with the help of phrases to express ideas.
2.4 Speed Reading from Own Notes is Done

Speed reading is one of the techniques used in improving one’s ability to read
quickly.
Speed reading methods
 Minimizing sub-vocalization
 Chunking
Importance of speed reading
a) Enables an individual to read a big text within a short period of time.
b) It enables individuals reading to understand and grasp what is being read faster.
c) It saves time on reading.
2.5 Proofreading
Proof reading entails going through some text/draft in order to review the final draft:
a) To ensure that the information is clear for delivery
b) To enhance consistency
c) To review on spelling and punctuation
d) To check accuracy and formatting in grammar
e) It makes written content suitable for communication.
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2.6 Shorthand Notes are transcribed
Shorthand notes are notes that are sketched to enhance speed reading.
Importance of shorthand notes

 It’s easy to transcribe notes from the shorthand notes.
 Shorthand notes are used by secretaries as they receive orders from their bosses
 It helps to save time on the side of bosses in an office since they do not require
typing their own documentation.
 It’s discreet, and unobtrusive in nature.
 Shorthand notes can be used in interviews in the case of dealing with individuals
involved in a distressing case instead of recording equipment.
Note: It is important to listen keenly and not take shorthand notes in a hurry, as one
may get into trouble if they miss on key information that is relevant and needs to be
addressed.
Ways in which skills of shorthand enhance organization productivity

 Shorthand is used in minutes taken during meetings.
 Used for recording of given instructions and orders from the bosses.
 Used in taking or noting down telephone messages.
 Helps the personal assistant or secretaries to know and learn new skills and
knowledge.
 They help secretaries/individuals to develop skills of summarizing, listening,
recording and making sense in situations.
2.7 Shorthand Notes are Printed

Once the short notes are acquired, they ought to be printed.
Importance of printing short hand notes
 For future use since they serve as references.
 Serve as a reminder to secretaries. The secretary is able to refer back to the
printed notes.
 Act as evidence in case the boss denies the instruction he gave to a secretary,
then the secretary can produce evidence.
 They are easy to prepare and save time.
 Used for references when writing down minutes in an organization.
Conclusion
This learning outcome covered how to acquire vocabulary from different sources,
identification of new words and phrases, drilling new outlines, speed reading,
proofreading, and transcribing and printing shorthand notes.
18
Further Reading
Leone M Gallion and Alberta Anderson, ‘Controlled Vocabulary Beginning
Shorthand Dictation’ Journal of Business Education, October 1972, pp27-28
2.3.3.3. Self-Assessment
Written Assessment
1. The following are words formed from vocabulary extension except?
a) Thinker.
b) Without.
c) Nail cutter.
d) Stationery.
2. The following sentences make meaning apart from
a) He ate an orange.
b) For the teacher.
c) He went to school.
d) This is an office.
3. Vocabulary manifestation in terms of acquisition is shown below apart from
a) Quantitative dimension.
b) Acquisition of knowledge and skills.
c) Incidental vocabulary.
d) Coming up with new vocabulary.
4. Which one is an importance of speed reading?
a) Its time consuming.
b) Gives room for leisure.
c) It does not encourage laziness.
d) It saves time on reading.
5. Among the following, which one is not a significance of shorthand notes?
a) Used to transcribe notes.
b) They are short to review them.
c) They are used in interviews.
d) Can be used as final copy of staff meeting.
6. Give three ways shorthand notes enhance productivity in an organization.
7. State two significance of printing shorthand notes
1. Enact a scenario in the office where one of the employers is the manager in an
organization and is giving instructions to one of the trainees (employee) who
is taking shorthand notes of the instructions issued.
2. Issue printed texts to learners to proof read, highlight the mistakes and write
out the corrected texts, then read them aloud.
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 Computer
 Pencil
 Printer
 Manual typewriter
1.3.2.5 References
Chen, J. S., Dagdas, Y. S., Kleinstiver, B. P., Welch, M. M., Sousa, A. A.,
Harrington, L. B., ... & Doudna, J. A. (2017). Enhanced proofreading governs
CRISPR–Cas9 targeting accuracy. Nature, 550(7676), 407.
Ellis, R. (1999). Learning a second language through interaction (Vol. 17). John
Benjamin’s publishing.
Ellis, R. (2005). Principles of instructed language learning. System, 33(2), 209-224.
20
2.3.4. Learning Outcome No. 3: Taking Shorthand Dictation
Learning Outcome No. 3: Taking Shorthand Dictation
Instructions
3.1 Identify correct outlines and mailable work. Activities

3.2 Identify transcription techniques. may be
3.3 Establish English and shorthand dictionaries. carried out in
3.4 Drill new words phrases, short forms sentences and groups or as
intersections. individuals
3.5 Identify short burst dictation.
3.6 Do timed dictation and transcription.
3.7 Proofread transcription notes.
2.3.4.2 Information Sheet No. 2/ LO3: Taking Shorthand Dictation
Introduction
This learning outcome covers the taking of shorthand dictation. This is done through
identification of correct outlines, mailable work, transcription techniques and
establishment of English and Shorthand dictionaries. It also entails drilling of new
words, phrases, short forms sentences and intersections, identification of short burst
and proofreading of notes.

Shorthand Dictation: The ability to employ symbols in writing notes to increase
writing speed.
Sentences: A group of words joined together to make meaning.
Transcription: A written text based on a recording or notes. It can also refer to a

representation of speech sounds as phonetic symbols.
Outline: A summary of important or key points of a text.
Shorthand dictionary: A dictionary that has a streamlined way of removing

unnecessary letters from words to ease tracing its meaning.
New words: These are words that can be joined from existing words.
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3.1 Correct Outlines and Mailable Work is Identified
Identification of correct outline involves selection of the most important and key ideas
then putting them into writing. An outline once identified is used to understand the
organizational gaps before starting to write in order to come up with a piece of complete
writing. As a secretary, one is not expected to write all the content by themselves,
instead you are expected to identify the key information/ idea(s) in order to shortlist
them. One of the best tips in speeding up content creation is getting a piece of content
to write from an idea.
Some of the benefits of outlines in content creation include:

 It enables an organization to connect different ideas correctly. The reason being
an outline enables one to identify gaps of ideas before starting to write and
coming up with a piece of writing.
 Helps in summarizing all the content at hand. Outlines work better in situations
where an individual is part of content creation since you can come up with an
outline which covers the points that are most relevant. This gives guidance
towards production of the final list.
 Outlines act as antidotes to writers’ block in an organization. This is because an
outline ensures writers like secretaries do not leave blank spaces.
 An outline being a plan enhances time bound and time is not wasted on creation.
The outline guides the secretary on what follows what, when creating the
content and making it ready.
 In cases of totally interconnected content, a secretary is able to make glances at
the piece of content that compliments each other and bringing it together. The
outline gives a space for identification of linking opportunities.
 An outline gives room for each content that is created. Depending on whether it
is a video script, information graphic or even a blog post.
Note: Always decide on what you are planning to include in the content before starting
the process of creating content.
How to brainstorm the content outline

i) Identify the relevant idea.
ii) Consider all requirements in content creation e.g. starting by a title of your
content and write what other employees are likely to want to hear.
Identification of mailable work in an organization

The mode of generating mailable work in an organization involves a representation of
each and every mail sent by application. The mailable classes are put in a mail directory.
A mail directory is usually generated for the secretary when he/she gets to create the
first mailable work.
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How to write mailable work in a computer
This is done in the build method for mailable class configuration in word processing.
Methods such as subject view form and attach are used to configure the presentation
and delivery of emails. Examples of methods used to configure the emails, presentation
and delivery;
Sender configuration: This involves understanding who the email is going to

come from.
First you may use the from method within your mailable class or build method.
e.g. [from =Address=>examples@examples.com ‘name’=> App-Name.]
Other methods of configuration include:

 View configuration
 Data view
 Attachments
 Customizing of swift mailer messages
 Marking down mailable
 Generating markdown mailable
3.2 Transcription Techniques are identified

Transcription techniques are significant in a later organization towards realization of
organizational goals. Secretaries require precision in annotation, so as to analyze
particular information and language used. When identifying transcription technique,
there is need to consider what the employees know and how their work is similar,
different from so as to be in a position to select an appropriate method of
communication. A well-made transcript can be a document for future use despite it not
reflecting exactly on spoken word in its entire creativity and social context.
Note: When transcription is done in a created content, there is use of punctuation marks
to ensure that the sentences make sense and meaning.
3.3. English and Shorthand Dictionaries are established

Shorthand Dictionary
An example is the Pitman’s shorthand dictionary that has about 6000 definitions
of words. Shorthand dictionaries help in understanding and gaining of language
skills since they involve the following sections:
 Introduction
 Introduction index
 Shorthand outlines
 Appendix of proper names
 New era changes
 A list of grammalogues pages showing all the short forms in stroke orders.
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3.4. New words Phrases, Short Forms Sentences and Intersections
In taking of shorthand dictation, the following should be considered.
 Use of new words
 Phrases
 Short forms
 Sentences
 Intersections
When getting ready for preparing an outline from a shorthand dictation, an individual
should make use of new words by noting them down and getting their meaning. This is
to enable one make a meaningful outline that is used in content creation. Phrases are
also significant in information delivery since they are used to add more information to
the existing subject and verb information given. Short forms can be used to take notes
fast and avoidance of time wastage. This is done through shortening of words e.g.
instead of saying “I do not know”, one can shorten it to “I don’t know”. Sentences are
used in making a good outline since they give complete meaning of information needed.
They are formed through the use of:
 Subject (noun)
 Verbs (doing action)
 Phrases (part of sentence adding meaning be it a verb phrase, noun phrase or
even adverbial phrase)
3.5 Short Burst Dictation is identified

Short burst dictation involves making dictation within a limited period of time in which
a lot of energy and effort is called for. When short burst dictation is being made, an
individual noting down important key points should be very keen in listening and show
interest in what is being dictated. The reason being that, short burst dictation saves time
since no clarity of information is needed.
3.6 Timed Dictation and Transcription is Done

Shorthand dictation when being employed should have its time bound for timing and to
ensure that all the information to be delivered is brought forward. Thus, there is need
to time oneself when giving shorthand dictation depending on the nature of content to
be delivered. To avoid wastage of time the person giving the dictation is expected to
transcribe information through the language and choice of words to avoid dictating
using long sentence that can be reduced or shortened
3.7 Transcription Notes are proofread

Transcribed notes ought to be proven through proofreading to ensure that the
information transcribed is done correctly without losing meaning. This helps to keep
track of what is being communicated.
24
Importance of proofreading transcription
1. Helps in reviewing final draft of the transcribed notes
2. It enhances consistency of the information found in the transcript notes.
3. Helps in determining accuracy of gathered information from the transcription.
4. To enhance clarity of information to be delivered from the transcription notes.
5. To make transcription notes suitable for content creation.
6. Enhances review of punctuation and spelling in the transcription notes.
Note: Proofreading is done through going deep in to some text/draft written so as

to ensure that there are no mistakes done and if there are, this calls for corrections
to be made.
Conclusion
This learning outcome dealt with identification of correct outlines, mailable work, and
transcription techniques, drilling of new words, phrases, short forms sentences and
intersections, identification of short burst and proofreading of notes.
Further Reading
Pitman, I (2011) Shorthand Instructor and Key, 1st Edition, Shree Vishnu press.
Allahabad
Written Assessment
1. Shorthand dictation involves the following except?
a) Identification of correct outline.
b) Transcription techniques are determined.
c) Proofing of information.
d) Drilling of new words.
2. An Outline involves identification of significant ideas to fit in the convert creation,

a) False
b) True
3. Which one is not a benefit of outline as far as content creation is concerned?

a) Help in connection of ideas correctly in an organization.
b) Act as antidotes to the secretary in an organization to enhance appropriate
creation of content.
c) It saves time during the content creation process.
d) It outlines the weakness of organization.
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4. When brainstorming content outline, one is expected to consider a section of what is
expected or required in content delivery.
a) True
b) False
5. Which one is not a method to configure the emails presentation and delivery?
a) Attachments,
b) Generation of markdown mailable
c) Sender configuration
d) Attachment of documents
Oral Assessment
1. How can you brain storm the content outline?
2. In which ways can shorthand dictionary be used in an organization?
1. Write down detailed sentences from a shorthand dictation in groups of two. Select
the person who is to dictate and the person writing an outline of the dictation.
2. Write down a sample of emails presentation configuration.

 Computer
 Pencil
 Printer
2.3.4.5 References
Chen, J. S., Dagdas, Y. S., Kleinstiver, B. P., Welch, M. M., Sousa, A. A.,
Harrington, L. B., .. & Doudna, J. A. (2017). Enhanced proofreading governs
CRISPR–Cas9 targeting accuracy. Nature, 550(7676), 407.
Ellis, R. (2005). Principles of instructed language learning. System, 33(2), 209-224.
Rose, D., & Martin, J. R. (2012). Learning to write, reading to learn: Genre,
knowledge and pedagogy in the Sydney School. Sheffield: Equinox. 2.3.5.
Learning Outcome No. 4: Transcribing shorthand notes
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2.3.5 Learning Outcome No. 4: Transcribing Shorthand Notes
Learning Outcome No. 4: Transcribing Shorthand Notes
Instructions
4.1 Dictate Passages at varying speeds Activities may be

4.2 Explain Transcription techniques carried out in
4.3Transcribe Dictated passages based on shorthand principles groups or as
4.4 Analyze and explain Errors individuals
4.5 Give and evaluate Assignment
2.3.5.2 Information Sheet No. 2/ LO4: Transcribing Shorthand Notes
Introduction
This learning outcome covers skills in transcribing shorthand notes dictated at different
speeds, transcription techniques and proofreading of transcripts according to shorthand
principles.
Definition of key terms

Transcribe: Listening to a passage and writing what was said word for word using
shorthand or long hand: To copy, write over or transfer a text from one form to another.
Dictate: Say or read aloud (words to be typed, written down, or recorded on tape).
Proof read: The act of finding and correcting mistakes in copies of printed texts.
4.1 Passages are dictated at Varying Speeds
Speed Development
It is important to note that shorthand speed is universally described as the number of
words that you can write in one minute. Shorthand speed is therefore generally
described in words per minute (wpm).
Ways to increase shorthand speed

 Practice: Practice, practice and more practice. It is recommended that a trainee
spend an hour a day perfecting outlines and dictation. The more time you give
shorthand; the more success you’ll have with it.
 Special Outlines/special phrases: To increase speed, you need to master
commonly used words and phrases.
 Control your nerves: If you encounter new words and get stuck don’t waste
time dwelling on it. Move on to words you’re more familiar with so you can
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keep up with dictation. Drill any unknown words until you can write them with
ease.
 Set realistic targets and achieve them: Set challenging but realistic and
achievable goals e.g. set a target of 30 wpm and master this before moving on
to 40 wpm.
 Good knowledge of shorthand: You need to have a deep knowledge of
shorthand for you to increase your speed. Read a lot of well written shorthand.
 Read back what you're written: This helps to compare what you have
transcribed and the original text and ensure any errors are addressed.
 Repetition builds speed: You need to go over and over the text and put it in
memory.
 Maintain a positive attitude: Speed increase requires patience and cumulative
progress. You can keep a record of your daily progress.
 Reading back and correcting: your shorthand notes are important elements in
developing speed and accuracy in writing machine shorthand. Dedicate your
time and concentration on the text at hand.
4.2 Transcription Techniques are explained

Speed Reading
Speed reading is the process of rapidly recognizing and absorbing phrases or sentences
on a page all at once, instead of focusing on individual words. Most people read at an
average rate of 250 words per minute (wpm), though some are naturally quicker than
others. Effective speed reading is a balance between pace and comprehension. Speed
reading is normally done at a rate of around 400-700 wpm. Anything above 500-600
wpm means sacrificing comprehension, although this varies from person to person.
How to Speed Read

 Vocalization: Avoid pronouncing each word loudly as you read instead you
need to skim lines or groups of words. Vocalization slows your speed because
you understand words more quickly than you can say them.
 Focus on blocks or lines of words: This can be done by relaxing the face and
expanding you gaze so that you do not focus on individual words. When you
approach the end of a line, allow your peripheral vision to take your eye to the
final set of words. This will help to stop pauses in your reading, meaning that
you scan across and down to the next line more quickly.
 Avoid distractions: Create an environment where there are as few interruptions
and distractions as possible, this allows you to concentrate on the text and its
meaning.
 Cover words that you've already read: This helps you to stop your eyes
flitting back to earlier words and slowing down your reading. Good speed
reading involves practice and retraining yourself to focus on what is ahead you.
One must however strike a balance between comprehension and speed.
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Methods to boost your reading speed
The pointer method
This involves holding a card below each line and drawing it down the page as you read.
The tracker and pacer method

It involves holding a pen, with its cap still on, and underline or track each line as you
read it, keeping your eye above the tip of the pen. This assists to increase the pace at
which you take in each line, and improve your focus on the words. Try to spend no
more than one second on each line and then increase your speed with each subsequent
page.
These methods help you focus on the words ahead and you therefore do not need to
regress while reading or reading a word twice.
The scanning/previewing method
Scanning entails moving your eyes quickly down the written material identifying
specific word and phrases. These can be key sentences (often the first sentence of each
paragraph), names, numbers, or trigger words and ideas. Learning to expand your
peripheral vision can help with this.
Skim reading
Skimming is getting the gist or general meaning of the text that you are reading. It
involves paying attention to relevant words, sentences or phrases. You can slow down
at the words, circle them for emphasis then move across the page quickly.
4.3 Dictated Passages are Transcribed Based on Shorthand Principles

Transcribing Back
One of the key elements in developing speed and accuracy in machine shorthand is
reading from your shorthand notes. Transcribing entails writing your shorthand notes
in long hand and correcting any errors.
Use the following technique when you read your shorthand notes
a) Read the raw steno from your vertical notes, not from the real-time translation
screen.
b) Check with your teacher or manual and print out a set of raw vertical steno notes
c) Identify your drops. Each time you drop a word, put a slash (/) with the red pen on
the paper notes. At the end of the selection, count the slashes and write how many
words you dropped. Circle the number of dropped words.
d) Indicate mis-strokes with a red pen. You may put a check (ü) exactly where a mis-
stroke occurred or you may write the correct letter.
e) Read your notes out loud whenever possible. A fundamental learning principle is
that students learn twice as fast when they hear and see something at the same time;
therefore, always try to read your notes out loud. When practicing from recorded
dictation, replay the selection and read from your notes along with the tape.
The importance of read back is that reading your notes and correcting them with a red
pen conditions or programs your subconscious brain to write the correct shorthand. If
you repeatedly make the same correction on a steno outline, you will finally write the
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correct outline. Learning is accomplished faster when you employ more than one
learning principle. You learn, store, and process information when you see, hear read,
write, say and repeat something, or when you repeat and say something. You learn best
when you incorporate many senses together: writing shorthand outlines; reading,
visualizing, and correcting steno outlines with your red pen; and hearing them one more
time when you read out loud from your shorthand.
Steps of transcribing a passage.

1. Listen keenly to the dictation.
2. Design your transcript.
3. Transcribe every single word.
4. Identify nonverbal communication/signs.
5. Indicate pauses using commas, full stops, colons.
6. Proof read the transcript.
4.4 Errors are analyzed and explained

Proofreading
Proof reading symbols are used to identify mistakes in the text and state the needed
correction. Proofreading means examining your text carefully to find and correct
mistakes in grammar, punctuation, and spelling or typographical and transcription
errors. A proofreading mark is placed in the text to indicate where the correction needs
to be made. Proofreading entails paying closer attention to details
Strategies for proof reading:

 Allow enough time to carry out the proofreading exercise.
 Read the text aloud (or “aloud in the head”) slowly, pausing to make corrections
when anything sounds “not right”.
 Listen as another person reads aloud, stopping him or her in order to jot corrections,
as needed.
 Read each sentence backward, starting at the last sentence working your way in
reverse, looking at each word in isolation to catch spelling errors.
 Scan for question words (who, what, where, when, why and how) that begin
sentences, then check the end punctuation.
 Check for errors before writing the text and double check for errors after writing or
typing the text.
 Give yourself time between writing and proof reading your work.
 Read through your written work slowly and carefully.
 Note all the errors you normally make when transcribing.
 Check for correct grammar and word usage.
 Reread and revise your work.
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Figure 3: Sample proofreading marks
4.5. Assignment is given and evaluated

Essential points before writing shorthand dictations
 Have a pen or sharp pencil.
 Have a note book with broad space between the lines for you to make the outlines.
Clearly put focus on;

 Put all your focus on the speaker and your note book.
 Concentrate on the task and avoid distractions.
 Practice by asking trainee to dictate a text to each other as they write in
shorthand
 Set time for the exercise.
 Proof read the text together identifying the errors using shorthand principles.
 Rewrite the corrected text.
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Conclusion
This learning outcome covered skills in transcribing shorthand notes dictated at
different speeds, transcription techniques and proofreading of transcripts according to
shorthand principles.
Further Reading
Pitman, I (2011) Shorthand Instructor and Key, 1st Edition, Shree Vishnu
press. Allahabad
WritersRelief.com
Written Assessment
1. Passages are dictated in different speed to determine the level of employees’/

comprehension skills/ listening skills.
a) True
b) False
2. The following are importance of analyzing and explaining errors in passages

except?
a) To ensure that the information is clearly defined.
b) Avoids ambiguity of ideas in a passage.
c) Gives room for improvement through transcription thus, enhancing
creativity.
d) To add more errors and corrections to the information in the passage.
3. Why should assignments be given based on the passage evaluation?

a) To check on spelling mistakes.
b) To come up with an outline of the passage.
c) To determine whether the passage entails the correct information and
details.
d) To challenge the listeners / employees.
4. Analysis of passages helps readers to develop, gain creativity and listening skills
on their line of operation.
a) True
b) False
5. Among the following, is an importance of evaluation of passage? Which one?

a) To discriminate listeners/ subordinates.
b) To instill discipline to subordinates.
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c) To determine whether the passage contains the correct information and
details.
d) Helps to determine the performance of an organization.
6. What is the importance of proofreading written work?

7. Why is analysis of passages significant to an employee in an organization?
8. Give reasons why passages should be dictated at varying speed.
Oral Assessment
1. Trainees to be given short hand passages to read in English
2. Select an individual to dictate a passage to the others, then ask them to come up
with shorthand notes/outlines of the passage
1. Allocate passages to individual students for them to read through and identify
the proof reading marks and what they stand for.
2. Give samples of texts written in shorthand for the trainees to transcribe
3. Issue short passages written in English for students to write in shorthand.
2.3.5.4. Tools, Equipment, Supplies and Materials

 Computer
 Pencil
 Printer
2.3.5.5. References
Emeti, C. I. (2009). Shorthand in secretarial profession: what relevance in today’s

nigerian organization?. European Journal of Sustainable Development, 3(1),
101-114.
Nagabhushan, P., & Anami, B. S. (2002). A knowledge-based approach for recognition
of handwritten Pitman shorthand language strokes. Sadhana, 27(6), 685-698.
Nagabhushan, P., & Murali, S. (2003). Recognition of Pitman shorthand text using
tangent feature values at word level. Sadhana, 28(6), 1037-1046.
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2.3.6. Learning Outcome No. 5: Developing Listening Skills
Learning Outcome No. 5: Developing Listening Skills
Learning Activities Special Instructions
5.1 Take dictation of varied passages Activities may be

5.2 Read back passages individually and collectively carried out in groups
5.3 Read back passage quickly and accurately or as individuals
5.4 Take transcriptions
5.5 Spell and proofread passage correctly
2.3.6.2. Information Sheet No. 2/ LO5: Developing Listening Skills
Introduction
This learning outcome involves developing of listening skills through taking dictations
and reading of passages, reading back, transcribing and proofreading correctly.

Passages: A section of written work that is either be fictional on non-fiction. A passage
is made up of paragraphs composed of sentences that contain meaningful information.
Transcription: The process of transcribing a text or a speech. The transcription of

information is a written text based on notes and recordings.
Dictation: Dictation involves reading words or sentences for them to be written down
typed and recorded.
5.1. Dictation of Varied Passages Taken
Dictation of varied passages in an organization can be done by the supervisors to
address issues of an institution in a meeting. At this point, employees can express their
grievances and give their contribution towards development and achievement of
organizational goals and objectives.
Benefits of dictation in an organization

 It helps to develop language and communication among the staff in the
organization.
 It helps employees to develop listening skills for them to act effectively.
 It leads to improvement in performance of duties in an organization since they
are able to act effectively to instructions given to them.
 Dictation is a good measure of language proficiency in an organization.
 Gives room for creativity on performance of duties.
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 It leads to brainstorming where employees can think critically on new ways of
performing tasks in an organization.
 It can be used to draw attention of employees who deliver the goals and
objectives that require to be achieved in an organization.
Challenges of Dictation
 Long dictations lead to boredom of employees since they may lose
concentration because of getting tired of listening.
 Employees may be frustrated due to dictation of instructions that may be strict
and they are expected to perform them.
 Dictation takes time for employees to decide on their part of dictation to pick
and understand.
 Outlines gotten from dictation require more time of reviewing to select the
correct outcome.
 In case of a complex passage being dictated more time is to be allocated for
clarity.
5.2 Passages are Read Back Individually and Collectively

Passages can be used as medium of instruction in an organization whereby employees
are expected to respond.
Importance of reading back passages individually and collectively

 It gives room for an employee to read, understand and recall the information
that was dictated. This is to enhance positive outcome of delivery of information
by a supervisor.
 It leads to fast achievement of organizational goals and objectives since when
reading back passage; one is able to internalize what is expected of him/her by
the organization.
 It helps to improve one’s listening skills through recalling what the passage
being detected was about.
 It gives room for seeking clarity during/ through the dictation of the passage.
 Employees are able to pick the significant parts of the passage that fits their line
of duty.
 Reading back passages enables employees to comprehend issues effectively
when handling issues in the organization.
5.3 Passage is Read Back Quickly and Accurately

Reading a passage back quickly and accurately is done to grasp the details that one did
not capture in the first reading. When reading back quickly and accurately, one is able
to do corrections and proof read errors to come up passages that are clear. It is also
through evaluation that a supervisor in an organization is able to measure whether their
objectives and goals set have been addressed in the passage. This call for speed reading
that enables employees to absorb more the content being delivered.
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The following are tips on how to read quickly and accurately for error analysis
and proofreading.
 Receiving the test/ passage: This gives you context and enables you to
understand what to expect from the content.
 Planning on your track: As an employee, one is expected to track on what the
expectations of the organization are and make a plan on the way forward in the
line of duty.
 Being mindful: An employee should be concerned when it comes to reading
quickly and accurately for good comprehension, focus and concentration, this
enables one to make a view of the text.
 Don’t read every word: One is expected to pass eyes across sentences of a
passage by not reading every word thus increasing the reading speed; focus on
key words like verbs in sentences.
 Sub vocalizing: It should not be entertained and one should silently pronounce
words in your head to avoid distraction of capturing main point.
 Don’t read every section: An individual should select the extremely important
and skip the sections that are not relevant in accordance to the line of duty.
 Write a summary of the passage: Having read through a passage, one should
measure whether he/she has understood the content/ information.
 Evaluate yourself on what you have understood so as to apply it in the
organizational operations.
5.4 Transcriptions are Taken

When making outlines on the passage dictated, one should make transcriptions to
develop listening skills. This is through representation of skills and speech sounds as
phonetic symbols. Transcription entails writing audio work into a readable text in a
script format. Transcribed texts help individual to gauge how worth the content is in
terms of information delivery.
.
5.5 Passage is Spelt and Proofread Correctly
From the listening of a passage, there is need to ensure that spellings of words are
correctly done as well as proofreading.
Importance of a passage being well spelt

 Spelling of passage entails the organization of information. This is to ensure
that one step leads to the other in a chronological way.
 Employees are able to get entails information with the help of subtopics in the
passage to pay attention to the field of specialization.
 It helps to avoid ambiguity of information since the passage details are specific
and clear.
 Spelling mistakes are also taken care of to enhance appropriate understanding
of the content being read by individuals.
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Importance of proofreading passage
 This is to ensure that the transcribed information is correctly done to avoid
losing of meaning.
 Proofreading helps to keep track of what is being communicated. The more one
does proofread, the more experienced one get in comprehending information.
 Helps in making a review of what is contained in the passage.
 It enhances consistency of the information found in the transcription notes.
 Helps in measuring accuracy of information gathered from the transcription
notes.
 Clarity of information is enhanced through transcription of notes.
 Proof reading gives room for rectifying mistakes.
Conclusion
This learning outcome covered developing of listening skills through taking dictations
and reading of passages, reading back, transcribing and proofreading correctly.
Further Reading
Pitman, I (2011) Shorthand Instructor and Key, 1st Edition, Shree Vishnu press.
Allahabad
Written Assessment
1. The following are benefits of dictation except?
a) Helps in development of communication in the office among employees.
b) Employees are able to develop listening skills.
c) It is used in ranking of employees in an organization according to their
performance.
d) Employees are able to brainstorm and think critically on operations of the
organization.
2. The following are challenges encountered in dictation except?

a) More time is needed to review of content in order to select the correct outcome.
b) Some information maybe ambiguous thus need for more time to clarify.
c) Dictation may frustrate some employees who may be slow learners.
d) Dictation is a fast way of communication detailed information in an
organization.
3. Supervisors can use dictation to pass information to their subordinates toward

achievement of organizational goals and objectives.
a) True
b) False
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4. Which is not an importance of proofreading a passage?
a) Employees are able to equip themselves with working tools used in there are of
duty in organization.
b) Review of information contained in the passage is done to avoid misleading of
c) employees.
d) It gives room for creativity for employees as they can add more content to the
existing information.
e) It helps to keep track of what is being communicated in an organization.
5. Among the following which one is not a tip of reading quickly and accurately?
a) Do not read every section of the passage.
b) Writing a summary of the passage.
c) Planning on keeping track.
d) Being dishonest in proofreading.
6. What do we mean by the term transcription in passage?

7. Define the term dictation?
8. What are the benefits of proofreading texts in an organization?
Practical Assessments
Conduct role playing in reading and proofreading of given passage and time the reader
to determine the time taken to proofread content.

 Computer
 Pencil
 Printer
2.3.6.5 References
Adler, R.B., Rodman, G.R., & Dupre, A., (2016). Understanding human
communication (vol.10). Oxford University Press.
Littlejohn, S. W., & Foss, K. A. (2010). Theories of human communication. Waveland
press.
Wolvin, A. D. (2017). Listen ability: A Missing Link in the Basic Communication
Course. LISTENING, 13, 21.
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2.3.7 Learning Outcome No. 6: Developing Art Skills
Learning Outcome No. 6: Developing Art Skills
Instructions
6.1 Write varied materials in shorthand of at speeds of 60-100 Activities may be

WPM carried out in
6.2 Do transcriptions accurately groups or as
6.3 Edit spelling errors individuals
6.4 Proofread and edit transcriptions
2.3.7.2. Information Sheet No. 2/ LO6: Developing Art Skills
Introduction
This learning outcome deals with enhancing developing art skills through writing
materials in shorthand, transcribing, editing and proofreading transcriptions

Documents: Official matter of information that is either printed, written or electronic
serving as records.
Mailable: A document or information that can be sent by mail
Shorthand: Form of rapid writing through the use of symbols and abbreviations used
when taking dictation.
6.1. Varied Materials are written in Shorthand at Speeds of 60-100 WPM
In development of art skills, there is need to write varied materials in shorthand using
a speed of 60-100 WPM.
Importance of writing down varied materials in shorthand in the development of

art skills
 Varied materials when written in shorthand, serve as a tool for reference in
development of art skills.
 It saves time when getting varied materials through dictation since shorthand
gives a room for use of symbols in replacing alphabetical letters.
 Shorthand enhances speedy and accurate writing of varied materials.
 Writing varied materials in shorthand improves one’s memory when it comes
to remembering the required materials in development of art skills.
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 When shorthand is used in writing of varied materials, an individual is able to
retain information that shall be used in the development of any work.
 However, there are limitations of using shorthand to write varied which include:
o One is expected to do transcription of the written varied materials which
takes time.
o It becomes difficult to concentrate on both activities of listening to
varied materials being dictated and writing at the same time.
o The shorthand written varied materials may not be very efficient to be
used in development of work especially if one has not familiarized well
with the writing of shorthand notes.
NOTE: When writing varied materials using shorthand, speed is a key aspect whereby
a speed of 60-100 WPM is recommended for accuracy in taking shorthand notes.
6.2. Transcriptions are Done Accurately

In development of art skills, accuracy is paramount and therefore the need for
transcription accuracy of the varied materials.
Transcription accuracy. Refers to maximum reduction of errors in written work. Most

organizations advocate for 95-99% accuracy level. This is to ensure the good quality
work. When determining transcription accuracy, we look in to;
 Correct Punctuation
 Correct Spelling
 Proper Grammar
Attributes of a good transcription accuracy

 Accuracy level ranging are 95-99%.
 Helps in reduction of errors in sentences of a document.
 Reduces grammatical errors for easier understanding of written document.
 It gives room for further research in a given area of written document.
 It enhances fast transcription of documents thus saving time.
 Enhances confidentiality of information by not leaking out private information.
Qualities of a good transcriptionist
 Has the ability to multi-task.

 Ability to do further research of given content.
 Has speed in transcribing work to save time.
 Ability to enhance high level of confidentiality in the transcription process of
documents.
 He/she should be accurate when transcribing documents. (Accuracy of 95-
99%).
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6.3. Spelling Errors are edited
Spelling in the development of art work is significant. It enhances the act of correcting
wrongly written words whereby it makes a correct order of the word letters.
Editing spelling errors involves arranging alphabetical letters in the right way in a word
to bring meaning to a word.
Importance of editing spelling errors

 It enhances relevant information to be understood in the right way once a
document is typed.
 It reduces grammatical errors that can change meaning of a word if not corrected
or edited.
 It reduces syntactical errors.
 Enhances correct attention of references.
 To ensure that your document follows a logical sequence.
 Helps to improve the content of a document.
 Enhances quality of the typed document.
 Helps to avoid ambiguity of words.
 Ensures that detailed information /work is produced.
Consequences of spelling errors in documents

 It reads to poor quality information.
 Can mislead the readers of the document.
 Leads to ambiguity of information.
 May lead to readers lacking interest in a document.
 Incorrect citation of reference in a document.
 Leads to production of a vague content.
 A document may lose meaning.
Transcriptions are proofread and edited

Proofreading involves going through a piece of word highlighting mistakes/error done.
Typed document ought to be proofread due to the following reasons;
 Helps in identifying error mistakes in a document.
 Gives a room for improvement of your work/content.
 It enhances confidence and professionalism of your work.
 Helps in production of a quality work.
 One is able to think creatively based on the content to be produced.
 It does give room for ambiguity of information.
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Editing
Editing of transcriptions involves a process in which work is improved through
correction of errors, making words and sentences clear. It also involves production of
an effective and more precise document ready to be produced for readers.
Tips to help in gauging the work of an editor

 Doing some research personally on the credentials of an editor from the already
vetted services.
 Getting an editor who has done editing on other documents related to yours.
 Making an edition evolutional to determine whether he/she is right person to
entrust on the editing of your work/document.
 Developing and coming up with your own style sheet for sharing with the editor
for reflection.
Importance of editing transcriptions

 Helps in making the document more appealing to the eyes.
 Enhances a chorological order of your work.
 Gives room to improve on the format used on a document.
 Correction of errors is done to improve the work.
 Enhances correct citation and numbering of a document.
 Leads to a high-quality work production.
 Enhances production of an effective and precise document.
 Increases the level of confidentiality with a document being produced.
 Helps in elimination of irrelevant information in the content.
 Ensures that the document intended to be produced for readers is the correct
one.
Tips to apply in both editing and proofreading

 Edit and proofread the document written/typed after some time duration based
on the time you did the writing.
 Decide on the medium of preference for you when proofreading and editing.
 Changing some arts of your document based on spacing, size and text style used.
 Do the editing and proofreading in a quiet place.
 Divide your document into two section that you use to guide you on which
section to start with when proofreading and editing to give room for relaxing
the mind.
 Ensure that you first proofread and edit the most important work or section of
your document.
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Conclusion
This learning outcome covered how to develop art skills through writing materials in
shorthand, transcribing, editing and proofreading transcriptions
Further Reading
Pitman, I (2011) Shorthand Instructor and Key, 1st Edition, Shree Vishnu
press. Allahabad
Written assessment
1. Which one is not an importance of varied material being written in standard?
a) Enhances retention of information by an individual who is writing.
b) Enhances speedy writing of information thus avoiding time wastage.
c) Gives room for use of symbols, thus making it easy to write notes using short
form short hand
d) Helps in development of art skills in getting reference from the varied materials
e) It is tedious to use shorthand in writing varied materials for development of art
skills
2. Which is not a limitation of using shorthand to write varied materials in art
development
a) It becomes difficult to concentrate on two issues/task. (Listening and
shorthand).
b) There may be lack of efficiency of shorthand written varied materials.
c) It requires a lot of time to do transcription and get meaning of the varied
material.
d) Abbreviations are used in shorthand to bring meaning to varied materials.
3. Among the following which is NOT a consequence of spelling errors in documents.

a) Leads to a meaning of a document being lost.
b) The information in the document may contain some contradictory information.
c) Vague and content fit document is produced.
d) It gives room for creativity and addition of some information to the content.
4. Which among the following is true?

a) Transcription gives room for ambiguity in a document.
b) Transcription enhances professionalism of the content production.
c) Editing helps in removing relevant information from the content.
d) Editing does not involve correction of errors in a given content.
43
5. Transcription accuracy involves the following except
a) Spelling.
b) Grammar checkup.
c) Use of complex words.
d) Punctuation of the content information.
6. Which one is the odd one out on tips applied in both editing and proofreading?
a) Ensure that your proofread the work before editing it.
b) Dividing your content into sub-sections so that you can proofread and edit each
other at a time.
c) Get a conducive environment that you are comfortable to do the proofreading
and editing.
d) Making the document look decorated with many computed features for
attracting the reader.
7. The following are reasons as to why we should proofread and edit transcriptions,
Except;
a) Helps in production of quality work.
b) Enhance professionalism in the content production.
c) To continue adding more information to the original work/content.
d) It gives room for improving the content to make it more meaningful and
detailed.
8. Why hold an individual’s gain art skills?

9. What are the characteristics of a good transcriptionist?
10. What is likely to be the outcome of poor and careless editing and proofreading of
work?
11. List some of the causes of ambiguity in a document.
Oral Assessment
1. What is a document in an office context?
2. Explain the term mailable work.
1. Give learners a passage that they are expected to read, proofread and edit. They
should write a report.
2. Reading/dictating a passage to learners for them to identify the errors in the passage.
Having done this, they should shortlist ways of correcting the noticeable errors in
the dictation.
44
 Computer
 Pencil
 Printer
2.3.7.4 References
Gillies, A. (2017). Note-taking for consecutive interpreting: A short course. Routledge.

Jones, R. (2014). Conference interpreting explained. Routledge.
Szabó, C. (2006). Language choice in note-taking for consecutive interpreting.
Interpreting: International Journal of Research & Practice in Interpreting,
8(2).
45
2.3.8 Learning Outcome No. 7: Typing Mailable Work
Learning Outcome No. 7: Typing Mailable Work
7.1 Keyboarding Activities may be

7.2 Type varied materials at speed of over 70 WPM carried out in groups
7.3 Edit typed documents or as individuals
7.4 Produce mailable (grammar, punctuation and spelling)
transcriptions for signature
2.3.8.2 Information Sheet No. 2/LO7: Typing Mailable Work
Introduction
This learning outcome enhances on typing mailable work based on keyboarding, typing
of varied materials, editing of typed documents and production of mailable
transcriptions for signature.

Keyboarding: The act of typing at keyboard using devices such as a mouse or pointing
device.
Mailable: Piece of work in the office that can be sent using a mail. This is with the help
of email address.
Dictation: Process of speaking for someone else in order for him/her to write down the
words
7.1. Keyboarding
Typing of a mailable work involves keyboarding that requires the person typing the
mailable work to have important skills such as using correct finger placement, building
speed in typing and being accurate.
Importance of keyboarding
 Enables an individual to acquire skills of correct finger placement when typing.
 Helps one to increase the speed of typing accurately.
 Helps one to improve on writing skills.
 An individual is able to type the correct words for a given work.
 It enhances accuracy of work in the terms of spelling.
 It improves the quality of your writing.
46
 It helps in deciding and sight-reading skills for an individual with the specific
difficulties in learning.
 It helps to save time when typing.
 It helps to reduce typing fatigue since when one masters the key, he/she is kept
with the focus on one thing which is the output.
 Keyboarding skills are used in the job prospect since most employees require
individuals with computer skills and typing speed.
 Keyboarding skills helps one to be in a position to notice grammar and spelling
mistakes.
7.2 Varied Materials are Typed at Speed of Over 70 WPM
Word per minute helps in measuring the number of words processed /typed per minute
in order to measure and determine the speed of typing. Varied materials involve the
content that is ready to be typed having undergone proof reading, editing and analysis.
Typing of varied materials helps in increasing speed of typing since one is able to read
the content without straining to get spelling of words or having to encounter
misplacement of words.
The average professional typist types at a speed of 50-80 WPM. Typing using two
fingers can enable one to type at a speed of 37WPM. One can develop typing speed by
learning the keyboard keys and also finger placement on the key board. The eyes should
be fixed on the material from which the content is being typed and not on the key board.
Focusing on the keyboard lowers one’ speed.
7.3. Typed Documents are edited

Once typing of varied materials is done, there is need to edit the work output. Editing
enables one to work out some changes on the typed documents so that it is error free
and presentable.
Changes that can be made in a document when editing include;

 Addition of text
 Deletion of a section of a text
 Copying of text
 Moving a section of a text from one area to another
 Changing the style applied in typing of a text.
 Changing of format of a text.
 Identification of a text that needs to be changed.
Quick ways of selecting typed text when editing;

 Double clicking to select one word
 Selecting one sentence by triple clicking
 Pressing ctrl, A to select the entire document
 Holding down the shift key to move the cursor to create a section
47
 Holding down the shift key and clicking where the selection ends.
In adding a text, one is expected to:

a) Position the cursor the place you want to add your text. Then your typing will
over-writing the selected texts.
b) Copying text to another section of a document, you are expected to;
 Select the section to be moved from one place to another
 Choose edit then copy.
 Position the cursor on the place you want the selected section to be/ appear.
 Choose edit then paste.
c) Moving text from one place to another requires the following;
 Selecting the section, you want to move.
 Select edit then cut.
 Position the cursor where you want the selected section to appear.
 Select edit the paste.
d) Changing format of a text requires the following
 Selecting the text, you want to format.
 Selecting the format >font, format> paragraph, or format>borders and
shading and then make your own selections. This is called direct formatting.
Importance of editing mailable work

 Editing ensures that the intended purpose to be passed is the correct one that
is typed.
 Helps improves efficiency and improve one’s writing skills.
 Enhances the flow of thoughts in a chronological manner.
 Enhances logic work
 Editing ensures that the written message matches with what is typed.
 Tests the technical of the text and ensure that it makes sense.
 Helps to develop an alternative perspective that you might not have
considered like in blog, the feedback is used to enhance a follow up for a new
post.
 It helps in checking spelling mistakes to produce quality work.
 Editing helps to bring out the best out of any piece of writing.
 Ensures that the mailed work is free of errors such as grammatical mistakes,
typographical error, run-on-sentence, quotation marks and punctuation.
 Enhances correct fragmentation of sentences and subject -verb agreement.
 It helps in producing relevant information/content of the mailed work.
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7.4 Mailable Transcriptions are produced for Signature
Mailable transcription involves the typed and edited work that is ready to be released
/produced. Once it is produced, it calls for the putting of signature to make it official
document.
Importance of producing mailable transcription for signature;

 It’s used to officialize a document to be used.
 It enhances confidentiality of a document to be mailed.
 It’s a sense of ownership to the person who created the content that is to be
mailed.
 It takes care in case of forgetting.
 A signature is used to brand the mailed work.
 It establishes the owner of the mailed work.
 It makes the mailed work to look professional and shows the organization’s
personality.
 For legitimacy it displays the organizations image.
 It’s also used for brand recognition for employee who send emails.
 It helps an organization to connect with the customers since the signature
entails a stamp of the details of an organization.
 By adding a picture on your email signature allows the person receiving the
email to make a personal connection and association of an organization.
Conclusion
This learning outcome covered development of skills of typing mailable work based on
keyboarding, typing of varied materials, editing of typed documents and production of
mailable transcriptions for signature.
Further Reading
Karat CM. Halverson C., Horn D., Karat J (1999) “patterns of entry and
correction in large vocabulary continuous speech recognition system” proceedings of
the SIGCHI conference on human factors in computing systems (CHI’ 99)., New
York.NY.US ACM pp 568-575.
Written Assessment
1. Among the following, which is not an importance of keyboarding?
a) Helps in connect finger placement while typing.
b) Enhances accuracy of work mailed.
c) It encourages laziness in typing.
d) It reduces typing fatigue.
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2. Typing of varied materials help in increasing the speed of typing since one is able to
read the information without straining
a) True
b) False
3. Do you agree with the following statement “inclusion of a picture on the mailed
stamped and signed work allows the person receiving the email to make a personal
connection?”
a) Yes
b) No
4. The following are ways in which editing of mailed work can be done, except:
a) Changing of applied typing style.
b) Text addition.
c) Copying a text section.
d) Typing synonyms of words.
5. Which is not a quick way of editing a text?

a) Double clicking to select one word.
b) Double clicking to select one sentence.
c) Selecting the entire document by pressing ctrl A.
d) Typing continuation of the mailed text/ work.
6. What is keyboarding?
7. When is mailable work signed?
8. What is editing in typing?
9. Define the term varied materials.
Oral Assessments
1. What is the importance of production of mailable transcription for signature?
2. State two quick ways of selecting a text in editing
3. What is expected of a person when adding text during editing of a mailed work?
1. Involve the learners in keyboarding skills whereby they should place their finger
prints correctly on the key board
2. Give a passage to learners for them to type individually using a computer and gauge
their speed /the words they type per min.
50
 Computer
 Pencil
 Printer
2.3.8.5. References
Connelly, V., Gee, D., & Walsh, E. (2007). A comparison of keyboarded and
handwritten compositions and the relationship with transcription speed. British Journal
of Educational Psychology, 77(2), 479-492.
Keith, N., & Ericsson, K. A. (2007). A deliberate practice account of typing proficiency
in everyday typists. Journal of Experimental Psychology: Applied, 13(3), 135.
MacGregor, B. (1986). Transcription An office behavior lesson journals of education
for business, 61 (6), 256-258.
51
CHAPTER 3: ICT SKILL/DEMONSTRATE ICT SKILLS
3.1. Introduction
Demonstrate understanding of ICT is a common unit of competency offered in the
TVET level 6 qualification for office administration .The unit covers the competencies
required to demonstrate ICT skills,which involves introducing modern information and
communication technology,introducing computer packages and operating systems and
introducing desktop publishing software and web page software application. This unit
is important to TVET level 6 curriculum to help trainees to enheance their learning
skills through computer aided institutions.The acquired skills will help to improve
quality of human life for example, improving communication through social
media,making work easier by use of computers.It also helps in promoting economic
growth through improved technology.
The critical aspects of competency to be covered include;introduced modern

information and communication technology, computer packages and software
application.The basic resources required are computers, stationery, printer and manual-
typwriter.The unit of competency has 5 learning outcomes.Each of the competency
presents learning activities that covers perfomance criteria statements thus creating
trainees an opportunity to demonstrste knowledge and skills in the occupational
standards and content in the curriculum. Information sheet provides; definition, key
terms, content and illustration to guide in training.The competency may be assessed
through written tests, oral questioning, observation and third party report.Self
assesment is provided at the end of each learning outcome. Holistic assessment with
other units relevant to the industry sector workplace and job role is recommended.
3.1 Performance Standard

Apply introduced modern information and communication technology, introduce
computer packages and operating systems, and introduce desktop publishing software
and web page software application.
3.2 Learning Outcomes

a) Introduce modern information and communication technology.
b) Introduce computer packages.
c) Introduce operating systems.
d) Introduce desktop publishing software.
e) Introduce web page software application.
52
3.3.2. Learning Outcome No. 1: Introduce Modern Information and
Communication Technology
Learning Outcome No.1: Introduce modern information and communication
technology
1.1 Explore impact if ICT in modern working environment List and Define the
1.2 List and show computer main components /function computer components
1.3 Identify various technologies used in modern working
environment
3.3.2.2 Information Sheet No. 3/ LO1: Introduce Modern information and

communication technology
Introduction
In this unit, we will discuss the introduction of modern Information Communication
and Technology. The impact that ICT has in modern working. Environment. In this
topic we will discuss the components and also the functions of computers. We will also
look at a brief history of computers and a brief generation and classification of
computers. Then we will also look at the technologies used in modern working
environment.

ICT: An extensional term for IT that stresses on the role of unified communications
and integration of telecommunications that enables user access, store transmit and
manipulate information.
Computer: An electronic device programmed to save, transmit and process data into
information.
Data: Collection of numbers, characters which have no much meaning to the users.
Computer program: A set of instructions written to perform a specified task with a

computer.
Processing: Act of transforming raw, meaningless facts (data) into meaningful format
(information) with a computer.
53
1.1 Impact of ICT in Modern Working Environment is Explored
Under this topic, we will look at the introduction, issues that result from the use of
information communication technology and we will also look at the evolution of
computer systems. This era of ICT continues to influence our lifestyle both positively
and negatively. We shall explain some of the issues that result from the use of ICT in
the society.
Issues resulting from the use of ICT

The use of ICT offers set of opportunities and challenges in the modern environment.
Some of the effects of ICT in our society are;
 Effects on employment.
 Effects on automated production.
 Issues of worker’s health.
 Cultural effects.
 Breakthroughs in ICT.
Effects on employment
The introduction of computers in all workplaces resulted in creation of new jobs,
replacement of workers and displacement of jobs that were formally manual.
a) Job creation
ICT introduced new employment opportunities that never existed before. The
use of computers in educational institutions, communications etc. has created
many job titles such as; computer programs, database management, software
developers and system analysis etc.
b) Job displacement
Since the introduction of ICT, some work that required large number of
employees have been made redundant. Computer illiterate people have been
replaced with those who have the desired computer skills.
c) Displacement
An employee is moved to another department where computer skills are not
required is displacement. In order to lose employees, employers organize ICT
training camps in order to keep them up to date.
Effects of automated production

Manufacturers such as food processing companies are using computers to automate
their processes with an aim of increasing production. Computer controlled robots and
assembly lines are a common feature in manufacturing industries.
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Advantages of using automated production
 Increased efficiency due to balancing of workload and production capacity.
 Improved customer service.
 Efficient utilization of resources such as raw materials hence less expenses are
incurred.
Disadvantages
 High initial cost.
 It may lead to unemployment in some areas that are labour intensive.
Issues of worker’s health

The use of Information Communication Technology (ICT) and computers has some
effects on health. Some of the negative effects of ICT on health include;
 Repetitive strain injuries.
 Eye strain and headaches.
 Electromagnetic emissions.
 Environmental issues.
Cultural effects
The rapid growth of Information Technology does not only provide us with different
ways of working, playing and thinking but also presents challenges to our moral cultural
values. Information technology has changed the way we talk, affected our privacy,
human rights and integrity. Example internet users may be exposed to Flaming.
Flaming is writing online messages that use dirty language. These forms of immoral
ICT have negatively influenced the society’s behaviors. Computer related crimes such
as hacking, piracy is increasing. This has been accelerated by the free for all internets.
To some extent, people with eroded integrity have used computers as a tool to
accomplish their vices. Example, a person uses computers as a tool to forge documents.
This means the person is cheating and therefore his/her moral integrity has been
accomplished. However, ICT has advantages in instances where it has been used as a
campaign platform against diseases like cancer.
Breakthroughs in Information Communication Technology

There has been a lot of breakthrough in the fields of healthcare, education, art and
design, entertainment etc. since the inception of ICT. The breakthroughs have changed
our lifestyles such that, it is hard to imagine how life would be today if ICT is to be
withdrawn.
55
1.2 Computer main components/functions are listed as shown
A computer is an electronic device programmed to save, transmit and process data into
information. The components of a computer include the following;
a) Data: This is a collection of numbers, characters which have no much meaning
to the user.
b) Information: Is set of numbers and characters which can be interpreted as
having meaning.
c) Computer program: This is a set of instructions written to perform a specified
task with a computer.
d) Processing: This is the act of transforming raw data into information with the
computer.
Parts of a computer
A computer has many parts but these parts are categorized into 4 main parts namely;
 System unit.
 Monitor/display unit.
 Keyboard.
 Mouse.
i) System unit: houses parts of a computer that is responsible for processing
directly or indirectly. They include;
 Motherboard: main circuit board of a computer.
 Power supply unit: changes normal household electricity into electricity a
computer can use.
 Central Processing Unit (CPU): responsible for processing such as performing
calculations and issuing instructions to other parts of a computer.
 The memory: temporarily stores information inside a computer.
ii) Monitor: this device displays all the happenings in the system unit and acts as
an interaction between the computer user and the computer itself.
iii) The keyboard: used to input data into a computer.
iv) Mouse: enters data in form of instructions into a computer.
Functions of a computer
 To accept data by way of input.
 To give results by way of output.
 To store data.
 To control operations inside the computer.
 To process data as required by the computer.
56
Characteristics of a computer
 Accuracy.
 Speed.
 Automation.
 Endurance.
 Versatility.
 Storage.
 Cost reduction.
 Doing repetitive tasks.
 Don’t get tired.
 Can work in hazardous areas.
Purpose of a computer
The main purpose of a computer is to help the user accomplish a specific
computational task i.e. calculating mathematical and logic expressions, transmitting
data signals and saving data for future reference. There are 5 generations of
computers:
 The first generation between 1946 – 1958
 Second generation between 1959 – 1964
 Third generation between 1965 – 1970
 Fourth generation between 1971 – today
 Fifth generation between today to future
Classification of computers
Computers can be classified according to;
i) Physical size.
ii) Functionality.
iii) Purpose.
Classification of computers according to physical size

 Super computers.
 Main frames.
 Mini computers.
 Microcomputers.
Classification according to function

 Analogy computers.
 Digital computers.
 Hybrid computers.
57
Classification according to purpose
 General purpose computers.
 Special purpose computers.
 Dedicated computers.
1.3 Various Technologies Used in Modern Working Environment are Identified

The rapid evolution of ICT has a lot of promise. It has always been fashionable for
technologists to look out into the future and try to predict events of tomorrow. Future
trends in information and communication technology will be characterized by:
 Rapid evolution in computer hardware and software.
 Artificial intelligence.
 Expanded information superhighway.
Rapid evolution in computer hardware and software

Since the introduction of computers, a lot of technological improvements have been
made both in hardware and software. The capacity of computer memory is becoming
larger and larger which reduced physical size and costs. Microprocessors of a
thumb’s size can execute instructions in a trillionth of a second hence leading to
emergence of smaller and smarter devices.
Artificial intelligence (AI)

AI can be defined as a branch of computer science that is concerned with the
development of machines that emulate human like qualities such as learning,
reasoning, communicating etc. Technologists are working hard to come up with
smart computers which can almost simulate human thinking and learning instead of
relying on static programmed instructions.
Main application areas of AI are;
 Expert systems: software developed to make a computer operate at the level
of a human expert. Such software simulates the reasoning process of experts
in certain well-defined areas such as financial forecasting.
 Natural language processing: aimed at coming up with programming
languages that would make computers recognize and understand natural
languages whether spoken or written.
 Artificial Neural Networks (ANNs): use of electronic devices and software
to emulate neurological structure of the human brain. The idea is to try and
emulate the cognitive learning process of the human brain and understand
how it recognizes patterns.
 Robotics: is a computer-controlled device that emulates a human being in
carrying out tasks that would otherwise be dangerous and difficult.
58
Expanded information superhighway
Involves integration of cabled and wireless technologies for the purpose of data and
information transmission. There’s vast increase in throughput of various
transmission media like fibre optic and wireless technologies. Internet is growing
tremendously causing what is generally referred to as information superhighway to
digital explosion.
Conclusion
In this topic we looked at the impacts of ICT in the modern society, the computer,
its functions, components and characteristics. We have also looked at the generation
and classification of computers. We have also looked at technologies brought by
ICT in the modern environment.
Further Reading
Introduction to Computers by Scott Oostream.
Written Assessment
1. Which domain is used for profit businesses?
a) .net
b) .edu
c) .com
d) .org
2. What is the full form of USB?
a) Universal Security Block
b) Ultra Security Block
c) Universal Serial Bus
d) United Serial Bus
3. What is the name of a webpage address?
a) Directory
b) Protocol
c) URL
d) Domain
4. RAM stands for?
a) Random Access Memory
b) Random Automatic Memory
c) Read Access Memory
d) Read Arithmetic Memory
59
5. C.P.U stands for?
a) Control Unit
b) Arithmetic and Logic Unit
c) Main store
d) All of above.
6. Devices that receive data from CPU are classified as?
a) Output/Input devices
b) Signaled devices
c) Digital devices
d) Output devices
7. Tele-typewriter terminal is an example of?
a) Input device
b) Storage device
c) Output device
d) Input/output device
8. CPU stands for?

9. Data that has been processed and has meaning is?
10. State the different parts that make a computer
11. State three functions of a computer
12. What is a computer program?
Oral Assessment
1. Explain the generation of computers.
2. What are the classifications of computers? Explain.
Project
Come up with short notes on the importance of ICT in the modern environment.

 Desktop Computers
 Laptops
 Internet
 Storage devices (Hard disks and hard drives)
3.3.2.5. References
Garey, M. R., & Johnson, D. S. (2002). Computers and intractability (Vol. 29). New
York: wh freeman.
Mather, P. M., & Koch, M. (2011). Computer processing of remotely-sensed
images: an introduction. John Wiley & Sons.
60
O'brien, J. A., & Marakas, G. M. (2005). Introduction to information systems (Vol.
13). New York City, USA: McGraw-Hill/Irwin.
61
3.3.3. Learning Outcome No. 2: Introduce Computer Packages
Learning Outcome NO. 2: Introduce Computer Packages

Instructions
2.1 Load Microsoft Word. Use Microsoft

2.2 Show Microsoft Word basic environment and functions. Word in your
2.3 Open New document in MS word. study activities
2.4 Use Microsoft word for windows.
2.5 Print Documents.
2.6 Apply Keyboard techniques.
2.7 Use MS word main features in keyboarding.
2.8 Use tables in MS word.
3.3.3.2 Information Sheet No. 3/ LO2: Introduce Computer Packages
Introduction
In this unit, we will discuss Microsoft word. We will discuss the Microsoft word
environment and functions. We will also figure out how to open new documents,
performing functions like copying, saving and deleting of files, printing documents and
some of the keyboard techniques, we’ll look at the basics hand positioning on the
keyboard.
There are various Microsoft Word versions e.g. MS Word 2008, 2010 etc. In this unit,
we will use Microsoft Word 2010 as our guide.
We can also say that word processing lets you change words or phrases, to move whole
sections of text from one place to another, store blocks of text, align margins all in a
few seconds.
MS Word is a part of the bigger package called MS Office which can do much more
than word processing. In MS Office you will find other components in it like, MS Excel,
MS Access, but in this learning outcome, we limit ourselves to MS Word.

Word processing: This is a software package that enables you to create, edit, print and
save documents for future retrieval and reference. Creating a document involves typing
by using a keyboard and saving it.
Editing: Involves correcting the spelling mistakes if any, deleting or moving word
sentences or paragraphs.
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Microsoft Word: This is a component of the Microsoft office suite of productivity
software and is widely used as a commercial word processor. It is often simply called
Ms Word.
Home Tab: Contains the more frequently used commands.
Microsoft office clipboard: Allows you to copy up to 24 multiple texts and graphical
items from office documents and pastes them into other office documents.
Modern Language Association of America (MLA): A popular documentation style
used for research papers.
Thesaurus: A feature that allows the user to view synonyms and antonyms and
automatically replace words for enhanced writing.
Content controls: Automated features such as pop-up calendar or drop-down list that
make it easier to enter or format information.
Building blocks: Items that are saved using the Quick Part tool so they can be reused
in documents.
2.1. Microsoft Word is loaded
While working in MS Word, you have to work with a mouse. Also, you can work to
some extent through a keyboard though the mouse makes work easier as it is fully menu
driven.
You can get started with MS Word by the following way;
i) Take the mouse pointer to START button on the taskbar. Click the left mouse
button.
ii) Move the pointer to programs. You notice another menu coming up from the
right.
iii) In that menu identify where MS Word is placed. Move the cursor horizontally
to come out of programs.
iv) Move into the rectangular area meant for MS Word. Click the left mouse button
there. The computer will start MS Word.
Check the following link that shows the diagram on how to open and view a document
in Microsoft word;
Figure 4: How to Open a Word Document
Source: https://www.computerhope.com/issues/ch001833.htm
63
There are other ways you can use to open MS Word;
i) Click the start button. Type “word” without the quotation marks in the search box.
Click “Microsoft word 2010” in the list that appears.
ii) Press the window key and “R” on the keyboard at the same time to bring up the
Run dialog. Type “WinWord.exe” without quotation marks into the box.
iii) Right click on an empty area on windows 7 desktop.
Hover the mouse pointer over “New” in the menu that appears. Click “shortcut” type
or copy and paste: c:\program files\Microsoft office\office 14\WINWORD.EXE into
the box. Click “Next”. Type “Word” into the box and click “finish”. Double click the
word shortcut that appears on the desktop to launch word.
2.2. Microsoft Word Basic Environment and Functions are shown

Let us now discuss the important components of the screen:
a) Title Bar – It displays the name of the current active word document. It can be
used to alter the size and location of the word window.
b) Tool Bars – Word has a number of tool bars that help you perform tasks faster and
with great ease. The commonly used tool bars are the formatting and standard tool
bar. They are displayed just below the title bar.
c) Ruler Bar – Allows you to format the vertical alignment of text in a document.
d) Status Bar – Displays information about the currently active document. It includes
the page number, the column and line number of the cursor position and so on.
e) Scroll Bar – Helps you scroll the content or body of document.
f) Workspace – This is the area in the document window where you enter text in
your document.
g) Main Menu – It displays a sub menu. Some of the options are highlighted options
and some are faded options. At any time, only highlighted options can be executed.
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The diagram below explains the environments of a word window
Figure 5: Components of a Word Window
Source: https://edugcfglobal.org/en/word2003/identifying-parts-of-the-word-
window/1/
2.3. New document is opened in MS word

In word you can create a new document via the following steps;
 Creating a new blank document.
 Creating a document from an existing document.
 Creating a document from a template.
i) Creating a new blank document

 Click on the office button in the top-left corner of screen.
 Click on New.
 At the bottom of the dialog box, click create.
ii) Creating a document from an existing document
 Choose office button – you can use the command (Alt + F + N) to open the
new document window.
 Click from existing. Find the existing document you’re using for a model
 Click to select the file, then click create new
iii) Start a New document from a Template
 Click on the office button in the upper left corner.
 Click “New”.
 Selected “Installed Templates” at the left side.
 Select the Template urban letter.
 Double-click on the template.
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To create a new word document;
Figure 6: Creating a document from an existing document
Figure 7: Creating a new blank template
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Figure 8: Creating a document from a template
Figure 9: New blank document is open in MS Word
Source: https://www.wikihow.com/Open-a-New-Document-in-Microsoft-Office-Word-2010
2.4. Use Microsoft Word for Windows

Copying, saving and deleting files.
Copying a document;
 Press Ctrl+O. Word will display the Open dialog box.
 Select the document you want to move or copy.
 Click on the down arrow at the right side of the open button. Word will display
a menu of choices.
 Choose the Open As copy option.
Word will open a copy of the document.
Saving a document;
 Make sure your document is open.
 Find the file tab and click on it.
 Click “Save” or “Save As”.
 Under “Save As”, decide on your save location.
 Double click your save location.
 In the “File Name” field, type the preferred file name.
 Click “Save” to save your file.
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Deleting files in word;
 Select the “File” tab and “Open”. Your open dialog box displays.
 Find the document you want to remove.
 Select the document.
 Press “Delete” on your keyboard.
 Press “Yes” to confirm.
2.5. Documents are Printed

 Click File>Print.
 To preview each page, click the forward and backward arrows at the bottom of
the page.
 Choose the number of copies and any other options you want, and click the print
button.
2.6. Keyboard Techniques are applied

These are some of the keyboard shortcuts that you may use while using word.
Shortcut Keys Operation
Ctrl + X Cut
Ctrl + C Copy
Ctrl + V Paste
Ctrl + S Save
Ctrl + P Print
Ctrl + B Bold
Ctrl + I Italics
2.7. Use of MS Word Main Features.

Keyboarding
Positioning of hands on the keyboard
The fingers on your left hand should be placed over the A, S, D and F keys and the
fingers on your right hand should be over J, K, L and ; keys.
Your thumb should either be on the air or very lightly touching the space bar key. If
one understands how to place the left-hand and right-hand fingers over the letters shown
above, then striking of keys would fairly be an easy task.
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Figure 10: Keyboard finger positioning
Source: https://www.computerhope.com/issues/ch001346.htm
Developing speed using 10 fingers;
i) Using all 10 fingers – if you take a close look at your keyboard you will notice that
raised thumbs on each F key and J key. This is to help you to find the correct finger
placement without looking at keyboard. If your index fingers are on F and J then
the other fingers will fall into place naturally.
ii) Learn how to touch type – this is to try typing even without looking at the keyboard.
It takes a while but if you are determined, it gets easier every day. Eventually, you
will know where each key is and from then on, it’s just a matter of picking up in
terms of speed.
iii) Navigate with basic keyboard shortcuts.
Formatting and aligning paragraphs and heading

Formatting a paragraph entails changing its shape. Other kinds of formatting change a
paragraph’s very nature like adding a border or making part of a numbered of bullet
list.
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The diagram below explains how to format a paragraph.
Figure 11: How to align words in a paragraph
Figure 12: Illustration for document alignment
Source: https://www.oreilly.com/library/view/word-2007-the/059652739x/ch04.html
Some other keyboarding features are;
Double space. After an entire document is finished, it is recommended to select all

function to highlight the entire document then chose double space (2.0) line spacing.
2.8. Use of Tables in MS word

Tables in MS Word may be used to place information into rows. You can also use tables
as way to position images that would be hard to place in the overall layout of a
document. They are perfect way to display complex visual information in a page easily.
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Inserting a table
You can insert a table in your document;
 Be sure to be on a new line and select the Insert Tab in a Ribbon.
 Click on the Table button to open a menu.
You may have the opportunity to create a table in several ways. You can either visually
mark up a number of rows and columns or, you can select the menu item and Insert
table where you will specify the number of rows and columns.
The main use of a table in word is providing a visual grouping of information. Readers
who simply skim for the meat of a document will grasp the data in a quick glance rather
than having to hunt through text, headers and subheads throughout the document.
Conclusion
In summary, we have discussed Microsoft word as a computer package. We have
discussed how to create and open a word document; we have also discussed some of
the formatting done on MSword and also the use of Msword in windows. We discussed
printing of documents, keyboard techniques and use of tables.
Further Reading
David W. Beskeen and Carol M. Cram. (2016): “Illustrated Microsoft Office 365 &
Office 2016: Introductory”
Written Assessment
1. The ability to combine name and addresses with a standard document is called?
a) Document formatting.
b) Database management.
c) Mail merge.
d) Form letters.
2. A word processor would most likely be used to do?
a) Keep an account for money spent.
b) Do a computer search in media centre.
c) Maintain an inventory.
d) Type a biography.
3. Which can be used for quick access to commonly used commands and tools?
a) Status bar.
b) Tool bar.
c) Menu bar.
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d) Title bar.
4. Which one of the following is not essential component to perform a mail merge
operation?
a) Main document.
b) Data source.
c) Merge fields.
d) Word fields.
5. Auto correct was originally designed to replace _________ words as you type.
a) Short, repetitive
b) Grammatically incorrect
c) Misspelled
d) None of the above
6. “Ctrl + Right Arrow” is used to?
a) Move the cursor one word to the right.
b) Moves the cursor end of line.
c) Moves the cursor end of document.
d) Moves the cursor one paragraph down.
7. Page up key is used for?
a) Moves the cursor one line up.
b) Moves the cursor one screen up.
c) Moves the cursor one page up.
d) Moves the cursor one paragraph up.
8. What is MS word?
9. What is mail merging?
10. What is formatting in MS word?
11. What is word processing?
12. What are content controls?
Oral Assessment
1. What are the components in a Microsoft word environment?
2. How can one open and close a new document in word?
Project
Create a user entry form in MS Word.

 Computers
 Laptops
 Microsoft Office Suite
 Printers
 Storage devices (flash disks and hard drives)
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3.3.3.5 References
Frandsen, T. L. (2010). Microsoft Office Word. Bookboon.

Gookin, D. (2018). Word 2019 for Dummies. John Wiley & Sons.
Lambert, J. (2016). Microsoft Outlook 2016 Step by Step: MS Outlook 2016 Step by
_p1. Microsoft Press.
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3.3.4. Learning Outcome No. 3: Introduce Operating Systems
Learning Outcome No. 3: Introduce Operating Systems

Instructions
3.1 Define concept of software. Understand how

3.2 Use Microsoft office. Ms Word is used
3.3 Define processing application. and be able to
3.4 Acquire typing technique. understand some
3.5 Identify MS word command (menu bars, creating a file and of the parts of a
a folder, use an input device to enter and edit text accurately). word window.
3.3.4.2. Information Sheet No3/ LO3: Introduce Operating Systems
Introduction
This learning outcome focuses on identifying concept of software, using Microsoft
office for windows and accruing typing techniques. Additionally, the trainee will learn
the connection between Microsoft office and the Operating System by understanding
the concept of software packages, as well as the use of other applications in the
Microsoft office suite.

Software: a set of instructions used to execute specific tasks or solve specified
problems by a computer
Operating system: this is a program or software that is used to manage and control the
resources of a computer.
Resources: refers to either software or a hardware that facilitates the solving of
problems of a computer.
Software package: a collection of files (usually a program) and information about
those files that help/assist with the understanding and use of the files/software.
Microsoft office: usually referred to as Ms Office. This is a group of related software’s
(normally referred to as a suite of software) that is designed for the purpose of business
use or home use, to create or edit various documents.
Microsoft word: a part of the Microsoft Office suite that enable typing, editing and
formatting of text documents.
File: a monotonous unit in a computer for recording data discretely. Just as words can
be written to paper, so can information be written to files.
Folder – also called a directory, or catalog. This is a named storage area where files
can be stored.
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3.1. The Operating System
As earlier stated, this is software that mainly deals with resource allocation
(management and control of resources) in the computer. The following diagram
illustrates how resource allocation is achieved:
User Hardware e.g. Screen
Operating System
Software e.g. Video player

Program
Figure 13: The operating system
Case 1: User wants to watch a movie using video player.

In this case, the operating system will receive a request from the user, then allocate the
video player hence allowing the user to make use of the resource.
Case 2: A program is written such that it reduces screen brightness when a certain key
is pressed.
In this case, the operating system will receive a request from the program, then allocate
the screen hence enabling the program to use the hardware.
NB: A deadlock- this is an unwanted situation whereby a certain program has been
allocated a software/hardware (resource) which is needed by another program, but fails
to release it despite not using it hence preventing the latter program from completing
its task.
Classification of software:
There are other numerous types of software whose functionality and functions also
differ from an operating system. This is shown in the diagram below;
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Software
System Application
Software Software
Operating Systems Utility General Purpose Special

Progr Application Purpose
Application
Examples;
Examples;
Microsoft
Windows Microsoft Office Suite
Linux
Figure 14: Configuration of software
As shown, operating systems is a system software. One can also deduce that the
operating systems are used to render application software to the users in a computer.
Commonly used application software is the Microsoft Office Suite of software.
3.2. Concept of software package defined

As defined earlier, a software package is a collection of program files, usually related,
together with the information about those files.
This term is also sometimes used to refer to bundled product suites, such as Microsoft
Office. The Microsoft office is a comprehensive suite of computer software developed
to assist and share content in a professional way, by allowing quick and easy design of
professional documents, presentations and spreadsheets while organizing information.
This suite comprises of:
 Microsoft Word
 Microsoft PowerPoint
 Microsoft Excel
 Microsoft Publisher
 Microsoft OneNote
 Microsoft InfoPath
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3.3. Microsoft office for windows used
The Microsoft office suite provides numerous services through its vast selection of
software. The table below shows some of the most common services alongside the
specific software that is used;
Common Services
Table 3: Common Services
Function Software
Word processing software Microsoft Word
Number and data software Microsoft Excel
Visual aid software Microsoft PowerPoint
Image presentation software Microsoft Photos
Word processing involves text documents. Microsoft Word enables the creation, editing
and formatting of softcopy text documents.
Microsoft excel is a spreadsheet program consisting of cells through which tables of
values can be arranged in rows and columns that can be manipulated mathematically.
For visual aid, Microsoft PowerPoint is a powerful presentation software that uses
slides to convey information.
For image viewing and representation, Microsoft photos is a very good software as it
enables both sharing and editing.
3.4. Processing computer application is identified

Starting Microsoft Word
There are several methods to start Microsoft word. The simplest is;
i) Click start button.
ii) Point to programs/all programs (Windows XP).
iii) Search through to find Microsoft word and click.
Once started, Microsoft word provides the user with a blank document window referred
to as the new document where you can create your text document. The parts of this
window include;
a) Title bar: Top most strip of the window that displays the currently opened
document. On the right of the title bar are the tiny buttons to minimize,
restore/maximize and close the window.
b) Menu bar: Usually called ribbon in recent versions. For older versions, it was a
list of menus which when clicked, provided a dropdown list of commands.
These menus include file, exit, windows, tools, help etc. The new ribbon
contains tabs similar to the menu. Interesting part is context sensitive, that is, it
changes according to your work in the document.
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c) Rulers: Are vertical and horizontal on-screen rulers that help the user position
text or objects in the right position.
d) Work area: This is the blank area where you can enter text or graphical objects.
e) Status bar: An interactive strip at the bottom of the screen that acts as a
communication link between the user and the MS Word.
Creating a document
Once you open Microsoft word;
 Click file menu or the office button in later versions.
 Chose New, from the resulting dialog box/window, select a template.
 Click Ok. Your document has been created.
Once the document is created, (note that it is not yet saved in the computer memory),
user can type his/her text, edit it, format and save it again and again.
Editing a document
This refers to making adjustments to an existing document. They include;
 Delete, insert and overwrite.
 Undo and redo.
 Spelling and grammar checker, etc.
In order to edit text, the user is required to highlight the text. To select a sentence,
position the mouse pointer at the left margin until it changes to a right arrow, then click.
For a single word, double click on the word. For a paragraph, place the pointer at the
beginning or end of the paragraph, and drag the I-beam pointer over the whole
paragraph.
Deleting
 To delete from right to left, place the insertion pointer on the right of desired
text, and press backspace.
 To delete towards the right, press the delete button.
 One can always highlight the unrequired text and press either the backspace or
delete buttons.
Note: To restore the deleted text, click edit menu, then the undo command. For later
versions, click the undo command in the quick menu part of the title bar.
Copying and moving text

To copy text;
 Highlight the text.
 Click edit then copy, or right click and select copy.
 Position the insertion pointer where you want to paste.
 Click edit then paste, or right click and select paste.
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To move text;
 Highlight the text.
 Click edit, then cut or right click and select cut.
 Position the cursor where you want to paste.
 Click edit then paste or right click and select paste.
Formatting a document
Refers to applying various styles or features to enhance the document’s appearance.
Most of these commands are found in the format menu.
Common formatting features include;
 Bolding text
 Underline text
 Italicizing text
Saving a new document

 From the file menu, or the office button, and on the resulting list select Save As,
or simply click the Save button on the quick bar/standard toolbar.
 This allows you to choose the location you want to save your document and
name it as well.
 If you are working with an already saved document, clicking Save is enough, if
there are no changes in location or name of document needed.
Opening a document
There are several methods to open a document;
In the word;
 Open word.
 From the file menu, click Open and search for your document wherever it is
saved. It may even be in an external drive.
 Select your document and click Open from the storage location. Simply double
click the document wherever it is saved.
There are other interesting functionality that word can do such as;
 Changing typing mode.
 Auto complete.
 Autocorrect.
 Protecting a document with a password.
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3.5. Typing techniques are acquired
In the computer world, typing is most important. Some type like they were born and
have always lived with keyboards, while others struggle.
The first step to learning proper keyboarding technique is to understand the layout of
the keyboard and placement of the fingers. This is as shown below;
Figure 15: Typing techniques

Source:https://www.typinglounge.com/wp-content/uploads/2018/07/touch-typing-techniques-keyboard.jpg
Once your fingers are positioned as shown, the following table represents what key to
be pressed by what finger.
Table 4: Finger and Keys
Finger Keys
Left little finger “A”, “Q”, “Shift”, “Caps Lock”
Left ring finger “S”, “W”, “Z”
Left middle finger “E”, “D”, “X”
Left index finger “F”, “R”, “V”
Left thumb Space bar
Right thumb Space bar
Right index finger “U”, “J”, “M”, “Y”, “H”, “N”
Right middle finger “I”, “K”, “J”
Right ring finger “O”, “L”, “.”
Right little finger “P”, “;”, “/”
3.6. MS Word Command Identified
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To avoid long procedures in order to do simple tasks, there are few commands/shortcuts
developed. The following is a list of important shortcut keys in Microsoft Word.
Figure 16: Word Shortcuts
Source: https://www.technipages.com/wp-content/uploads/2019/06/Screenshot_6-
2.png
Conclusion
In summary introduction of operating system entails use for Microsoft office for
windows, defining processing computer application, and acquiring typing techniques.
These skills should go a long way to enable trainees to be competent in this area of
study.
Further Reading
Steven Hand (2010). “Operating Systems”. Michaelmas Term.

Torben Lage Frandsen (2010). “Microsoft Office Word” Torben Lage Frandsen &
Publishing Aps.
http://www.youtube.com/watch?v=vXsutlzOG1Q – How to type.
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Written Assessment
1. Which is the odd one out?
a) Microsoft windows
b) Microsoft word
c) Microsoft PowerPoint
d) Microsoft publisher
2. An operating system is an application software
a) True
b) False
3. Which one of the following does not convey editing?
a) Italicizing
b) Cut and Paste
c) Copy and Paste
d) Delete
4. The process of bolding, italicizing or changing font-type can be classified as?
a) Formatting
b) Editing
c) All the above
5. Resource allocation is?
a) Rendering computer resources to software only
b) Rendering operating system function to user
c) Rendering users to software
d) Rendering computer resources to user or programs
6. To delete from right to left in Microsoft word, you use which key?
a) Backspace
b) Edit
c) Delete
7. A software package is a Microsoft office suite.
a) True
b) False
8. Define file, folder.
9. Explain how you can highlight a sentence, word, paragraph in Microsoft word
10. What is the difference between editing and formatting?
11. What is an operating system?
12. State any two products in the Microsoft office suite
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Oral Assessment
1. How do you think Microsoft word has impacted typewriting holistically?
2. Do you think a computer can function without an operating system? Why?
1. Create a word document and in it type a paragraph.
2. Perform two editing and three formatting functions.
3. Save your file.
Project
Write a report about the following with accordance to Ms word and create a word
document illustrating the same;
- Copy and Replace
- Typing Modes
- Auto Complete
- Auto Correct
- Formatting

 Computer.
 Stationery.
 MS Office Suite.
3.3.4.5 References
Kirk Koenigsbauer (2015), “The new office is here”. Office Blogs.

Steven Hand (2010). “Operating Systems”. Michaelmas Term.
Torben Lage Frandsen (2010). “Microsoft Office Word” Torben Lage Frandsen &
Publishing Aps.
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3.3.5. Learning Outcome No. 4: Introduce Desktop Publishing Software
Learning Outcome No. 4: Introduce Desktop Publishing Software
4.1 Identify Differences between word processors and desktop Use a desktop
publishing (DTP) software. publishing software
4.2 Emphasize The impact of using DTP in a modern office. in your study
4.3 Produce types of publications. activities and
4.4 Apply the principles of standard page layout and text properties. understand the DTP
4.5 Set Page size/orientation and margins. framework
4.6 Create Text areas/text frames.
4.7 Apply Accessibility principles in publications.
4.8 Manipulate Text and images to balance page.
3.3.5.2 Information Sheet No. 3/LO4: Introduce Desktop Publishing Software
Introduction
In this unit we will discuss about desktop publishing software and differencing with
word processor, the importance of desktop publishing, applying principles in
publication and manipulating text and images to balance a page. Desktop publishing is
also known as computer aided publishing while word processing software are software
that run on a computer that is used to provide input, editing, formatting and output or
text written with additional features.

Software: It is a set of instruction of row data that instructs a computer to perform a
specific task.
Desktop: It is commonly referred to as a personal computer which is regularly used at
a single location on a desk due to its size and power requirement.
A desktop can also be described as a system of organization of icons on the screen with
the help of graphical user interface.
Desktop publishing: It is the creation design and production of wide variety of content
on a personal computer.
Text editing: Editing of text is the checking of grammar, pronunciation and spelling
mistakes in the context, while making sure the words in the sentence fit together to give
the desired idea.
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Text formatting: It is the setting up your content in the style that you desire. This is
usually changing the font, line spacing, and text color and paragraph alignment in the
content.
4.1 Differences between word processors and desktop publishing (DTP) software
are identified.
Word processor and desktop publishing
Word processing is the use of computer software to create, manipulate and print text
documents like letters and menus. Example of such software is Microsoft and word
perfect.
Desktop publishing also involves the creation of text document but also incorporates
graphic design. The difference between word processor and desktop publishing is that
word processor is difficult to design and layout as compared to desktop publishing
hence desktop publisher is used to create or produce magazines newsletters and adverts
where their layouts are important.
When using desktop publisher users can easily manipulate text and graphics while word
processor tools adds more page layout features hence the line that draws the difference
between the two hardly exist.
The first page is blank and a text frame must be added to add text in desktop publisher
while in word processor text can be added directly into the blank page.
4.2The impact of using DTP in a modern office

In the late 1980s any company that wanted any publication done or needed any printed
publication, it had to seek services of a professional graphic designer which was
expensive, difficult to learn and required software that needed powerful computers to
run.
In today’s world employers always expect employees to create inter office memos
generate pdf manuals, design web pages and do multitude print and digital
communication task, hence modern desktop publishing software is a technological tool
for improving communication, delivery of information and saving time.
Microsoft publishers on windows computer and Apple’s pages on Mac are good
example of standard desktop publishers that are currently used in modern offices.
Desktop publishing not only do they make the documents look better but also if used
properly desktop publisher enhances visual communication and streamline the process
of disseminating information of all kinds but also the method of file preparation that
ensures files are printed properly so that communication gets out in a tidy manner.
Desktop publishing makes it possible to efficiently produce printed and electronic
documents without expertise and expensive equipment which were once the
requirement.
Desktop publishing makes the availability of printed products available to the public.
Before the introduction of desktop publishing software only trained graphics personnel
and high-end commercial printers produced printed products. That has changed as
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affordable printers and software entice people who had never been able to create their
own.
Although desktop publishing began as print field, the emergence of website and digital
line that incorporates many of the digital concerns that graphic designs encounter
during printing. Other non-printing products that benefit from desktop publishing are
emails, pdfs and slideshows.
4.3 Types of publications are produced

Basic desktop publishing; these are tools that control the type, graphics or the layout
design of the pages. They have the ability to create master pages and style sheets that
are used to automate and structure documents and utilities to check files for technical
compliance with the known stands before sending.
Special design effect: These are graphic tools that allows you to create drop shadows
and text on curves image editing tools, imaging tools and other designing tools.
Support for book multi chapter publication and long technical documents. This is the
ability to create footnotes and end notes to generate tables of contents and indexes to
cross reference and multiple chapter files.
Tabular materials. This is the ability to import from various data sources control the
layout of tabular material and create equations.
Support for electronic distribution this is the exporting to various file format such as
adobe pdf and xml.
4.4. The principles of standard page layout and text properties

A page layout is the art of manipulating the user’s attention on a page to convey
meaning sequence and interaction.
The standard principles of a page layout are:
Line - Which help direct the page, creates emphasis and give a sense of movement.
Scale - Draws attention to and from certain elements creates emphasis or drama.
Colors - Create a strong palette, consider color theory.
Repetition - Helps to tie the individual elements together crucial for consistent
branding.
Symmetry - Creates a sense of calm. The human eye is generally attracted to symmetry.
Typography - Picks a distinct font palette that fits your design wisely and carefully.
Depth - Gives dimension to 2d design, try texture shadow, 3d effects, and horizon lines.
Text properties is a feature used in the desk top publisher by the user to format a text
these features include;
 Font- these are text style that can be used on a text e.g. times new roman.
 Font size-this is a measure in size of a text which can be adjusted from 6pts to
24pts.
 Font color – this is the color of the text as it appears on the text area which can
be altered to various colors.
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4.5. Page size/orientation and margins are set
Page size refers to the size a page in a text document that can be printed. There are
procedures of setting up of various sizes in desktop publishing.
Page orientation is the direction of substrate width and height or the positioning of the
page in relation to the text.
Age margin is the imprinted space around the edge of the printed materials or the space
separating the text.
4.6. Text areas/text frames are created.

Text frames defines the space where one wants a text or image to occupy. The frame is
invisible unless one clicks on a text. Do the following:
Select the Type tool and then drag to define the width and height of a new text frame.
Hold down Shift as you drag to constrain the frame to a square. When you release the
mouse button, a text insertion point appears in the frame.
Figure 17: Dragging to create a new text frame
Source: http://helpx.adobe.com/indesign/using/creating-text-text-frames.html
4.7. Accessibility principles in publications are applied

These are the rules used when using the desktop publisher and the procedures to follow.
These principles include;
 Use white space accordingly. White space in the text document where there is
no text or graphics. The space guides the user to where you want them to go.
This includes use of line spacing column spacing and margin.
 Do not use all caps for heading; use the standard headline style where each letter
is capitalized.
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 Do not go overboard with font. Highly advice to work on a single font on a
document to make it clean and organized.
 Margin. Use the correct margin setting, if not when it comes to printing it may
print off the page and cause text spacing incorrectly.
4.8 Text and images are manipulated to balance page
Balance page is the principle of design that places image and text on a printed page or
webpage. So that text and graphics elements are evenly distributed.
There are types of balance page;
 Symmetrical balance –it is where page elements are centered or create an image
mirror. This can only be achieved when it is evenly divided horizontally and
vertically. This design conveys a sense of tranquility elegance and familiarity.
 Asymmetrical balance page- this is where there is an odd number or elements
are off centered. This is achieved when one incorporates a large photo with
several small graphics, this conveys: anger, excitement, joy or casual
amusement.
 Radical balance page – elements on this page radiate from the center of a page.
Often the center is the focus of design they can also use spiral in nature.
Conclusion
We have learnt on the desktop publishing and compared it with word processor, went
through some of the features on the desktop publisher such as text, types of publication,
principles of page layout and text properties. From this a trainee can design a simple
publication such as business card and setup page size and balance page.
Further Reading
Amanda Presley (2010-01-28) What distinguishes desktop publishing from word

processing. Bright hub. Retrieved 2019-05-02.
Written Assessment
1. What is DTP in full?
a) Desktop publishing.
b) Dynamic training protocol.
c) Data transfer process.
d) Desktop printer.
2. What does san serif refer to?
a) Pixel-type.
b) Font group.
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c) Screen specification.
d) Raster image type.
3. What does a type in font made up of?
a) Font color.
b) Font style.
c) Font size.
d) All of the above.
4. What is desktop publishing?
5. What is word processing?
6. Explain the meaning of text editing.
7. Differentiate page orientation from page margin and size.
8. Explain in brief word processing in computing?
Oral Assessment
1. What are the types of publication?
2. How has desktop publishing improved modern world?
1. Open a desktop publisher and design a famous person biography.
2. From the biography insert an image that fits on the page frame and balance the page.
3. Change the text size to 11pts while the heading to 24pt with bold and times new
roman font type.
Project
Using a desktop publisher design your personal business card including your address
phone number and email address with profession.

 Computer.
 Stationery.
 Printer.
 Manual typewriter.
 Adobe.
3.3.5.5. References
Amanda Presley (2010-01-28) What distinguishes desktop publishing from word

processing Bright hub. Retrieved 2019-05-02.
Baecker, R., Booth, K., Jovicic, S., McGrenere, J., & Moore, G. (2000, November).
Reducing the gap between what users know and what they need to know.
In Proceedings on the 2000 conference on Universal Usability (pp. 17-23). ACM.
Smith, G. (2007). What is interaction design. Designing interactions, 8-19.
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3.3.6. Learning Outcome 5. Introduce Web Page Software Application
Learning Outcome No. 5: Introduce web page Software Application

Instructions
Create simple web

5.1 Establish advantages of using software to create, link and pages and
format simple web pages. websites.
5.2 Identify Methods for developing simple web pages (import
and paste, text and image files, align page items and use of
3different font sizes).
5.3 E-mail hyperlinks (Link pages, Insert external links
Insert Email Link Test links).
5.4 Identify document management techniques for the chosen
software.
5.5 Design Web pages.
5.6 Emphasize Importance of getting copyright permission.
3.3.6.2 Information Sheet No. 3/ LO5: Introduce Web Page Software Application
Introduction
This learning outcome entails establishing advantages of using software, identifying
methods for developing simple web page using email hyperlinks and designing web
pages. The learner will be expected to know how to save and print existing Web pages
view their sources files as well as publish their own created Web pages online.

Webpage: this is a document that is suitable to act as a web resource on the World
Wide Web by providing information in the form of text and various media. It is viewed
using a program called web browser.
Website: This is a collection of related web pages which are typically identified with a
common domain name and typically published on a single web server.
Web browser: This is a program that is able to understand html to display web pages
on the internet or locally e.g. Firefox, Google chrome.
Domain name: This is a human readable identifier for a website e.g. www.google.com.
Web server: This is a software or hardware dedicated to running said software that can
satisfy World Wide Web client request e.g. serving a requested web page.
HTML: Short for hypertext markup language. It is the standard language used to write
documents designed to be displayed in a web browser.
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CSS: Short for cascading style sheets. It is a styling language used to describe the
presentation of a document written in html.
IDE: Short for integrated development environment. This is a program that contains
basic tools required to write and test software.
5.1. Software to Create, Link and Format Simple Web Pages
When designing a web page, a special markup language called html is used in order to
view any given web page. A Program called web browser is able to read and understand
the html that makes up the web page as well as other files such as the CSS and images
to properly display the complex page you see.
In order to write the html, one may use a special program called IDE.
In addition to basic text editing, the program provides extra functionality such as auto
completion, formatting, lining and debugging which ease the process of writing html.
For purpose of this class however, a basic text editor (notepad) is sufficient.
Creating your first web page

In order to do this, you will require:
 A text editor (notepad exe).
 An internet browser.
 A computer on which these programs will run.
Step 1: Open your text editor: in the windows operating system you can find the note
pad application in the start menu.
Step 2: Write some sample html: In a properly formatted html document, there are some
things that are always present. Below is a sample that includes them all together,
<! DOCTYPE html>
<html>
<head>
<Title>my first web page! </title>
</head>
<body>
</body>
</html>
You can copy the sample exactly as it is into your text editor. Make sure you include
everything.
Step 3: Save your file as a html file: You can save it as “hello.html.” Make sure to take
note of the location in which you save the file.
Note: The html extension serves to identify the file as a html document so it can be
opened by the web browser.
Step 4: Open your web page in your browser. There is two ways you can open your file
in the web browser.
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The first method; open your browser in the top menu click on file the “open file”.
Navigate to the location in which you saved your document, select it then click open.
Your document will then open and displayed in the browser.
For the second method navigate to the location in which you saved your document,
right click on the file select “open with” and click on your web browser.
With this you have created and viewed your first web page. In addition, you have
learned about file extension, text editors and saving and viewing local files. You are
now ready for a deeper dive into web development.
5.2. Methods for Developing Simple Web Pages Identified

The components of an html documents
Html is used to describe the structure of a web page. It consists of a series of elements.
These elements tell the browser how to display the content. The elements are
represented by tags which are written between two angled brackets. Some tags such as
<img/> directly put content into the page whereas other tags such as <p>surround and
provide information about document text and may include other tags as sub elements.
These tags represent pieces of content such as a heading, a table, a paragraph etc. They
are not displayed by the browser, instead, browsers use them to figure out how to
display the content of the web page.
Referring back to the sample code in the previous page we can explain each of the tags
as they were used:
a) <DOCTYPE> This defines the document to be a html document. It must appear at
the top of every web page.
b) <html> This is the root element of a html page.
c) <head> This element is used to contain metadata about the web page. This is extra
information about the web page e.g. its title, description etc.
d) <title> This element specifies a title for the web page.
e) <body> This element is used to contain the visible page content.
f) <h1> This element defines a large heading.
Html tags are element names surrounded by angled brackets.
Tags usually come in pairs, an opening tag and a closing tag. The closing tag is written
with a forward slash before the tag name.
The opening tag may also include attributes within the tag. The attributes provide more
information about the element such as identifiers, styling, and references.
The attributes are written as below;
<tag attribute 1=”value1” attribute 2=”value2”>content</tag>
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<! DOCTYPE html>
<html>
<Head>
<title>page title</title
</head>
<body>
<hl>this is a heading</hl>
<p>this is a paragraph </p>
<p>this is another paragraph

</body>
<html>
Figure 18: Components of an html documents
HTML elements
Below we outline some of the fundamental Html elements
a) Html headings;
Html headings are defined with the <h1> to<h6> tags with <h1>being the most
important heading and <h6> being the least important
e.g. <h1>this is an important heading</h1>
<h3>this is a less important heading</h3>
b) Html paragraphs;
These are defined using the <p>
e.g. <p>this is a paragraph</p>
c) Html links;
These are defined using the <a> tag
They use the href attribute to define the link location.
e.g. <a href=https://www.google.com>this is a link</a>
d) Html images;
These are defined using the<img>tag
The source file (src), alternative text (alt) in case the image does not load the width
and height are provided as attribute.
e) Html buttons;
These are defined using the <button> tag
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f) Html list;
These are defined using the <ul> or the <ol> tags followed by the <li>tags for the
list items
g) Html input;
They are defined by the <input/>tag with a type attribute to specify the input type
Html comments;
Comments are added into a html document to help others who read it understand the
mark used. They are not displayed on the web page e.g. <! Comment goes here>
Attributes
Most elements attributes are written as name value pairs separated by an = sign. They
are written in the opening tag after the tag name. The attribute value should be
enclosed in double quotes.
Some common attributes include;
1. Id
This attribute is used to uniquely identify an element within a web page e.g. <p
id = “person-data”>some data</p>
2. Class
This attribute is used to identify a group of elements in a web page, usually for
purposes of providing similar styling.
e.g. <p class = “person”>some data</p>
3. Style
This attribute is used to providing styling to the element. It is however better to
use a style element or file which will be explained later
4. Title
This tag renders tool tip on the element when hovered with a mouse.
5.3. E-Mail Hyperlinks are Used

Cascading style sheets
CSS describes how html elements are to be displayed on screen.
CSS can be added to html in 3 ways;
 Inline-by defining the style as an attribute on an element.
 Internal –by using a <style> element in the <head>section.
 External-by using an external CSS file.
Inline CSS
This applies a unique styling directly to a single Html element as an attribute
e.g. <hl style-color: blue>this is a blue heading</hl>
Internal CSS
This defines a style for a single HTML page as a style<style>element in the head
section.
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External CSS
Styling is defined in a separate file. For this, reason an external CSS file can be used to
style many html pages.
A CSS file must be linked to the html file it is meant to style using the <link>tag in the
head section. e.g.
<! DOCTYPE html>
<html>
<head>
<link rel = “stylesheet” href = “my-styles.css” >
</head>
<body>
<p>
<body>
</html>
The external style sheet can be written in any text editor. It should not contain any html
code and must be saved with CSS extension.
Some samples CSS properties include

a) Color- set font color.
b) Font-family-set the font.
c) Font size- sets the font size.
d) Border-defines an element border.
e) Puddings- defines space between an element and its border.
f) Margin –defines space around an element border.
5.4. Document Management Techniques for The Chosen Software are identified
Viewing a web page’s source files
To view the html of a web page, right click on the page and select view page source.
This will open a panel containing the html source code of the page.
You can also view the source of a specific element by right clicking it and selecting
inspect element.
In this panel one may change the html attribute as well as its styling to see their effect.
One can also save a web page by clicking CTRL+S.
NOTE
The web page created only exists on the user machine and thus cannot be found on a
search engine. To publish a website, one requires paying for a web server and
publishing it there.
For a published website it is important to ensure the images used do not shave a
copyright or that you have bought the license to use said media.
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Conclusion
At the end of the learning outcome, the trainee is able to use an email, design a web
page emphasize on importance of getting copyright permission.
Further Reading
World Wide Web consortium December 14, 2017 “html 5.2 specifications-
w3c recommendation.
Written Assessment
1. Which one of the following is not a valid html?
a) Title.
b) Image.
c) Link.
d) Heading.
2. Which CSS styling can be used across multiple web pages?
a) Internal CSS.
b) Inline CSS.
c) External CSS.
d) None of the above.
3. Which CSS attribute is used to set the font color?
a) Font-color.
b) Background-color.
c) Color.
d) Font size.
4. State 3 CSS properties and what they are used for.
5. Write a sample html comment below
Oral Assessment
1. What is the body in charge of standardizing html?
2. What is the difference between a web page and a website?
1. Open the face book website and try to replicate the homepage.
2. Open any website on the browser and try to change its styling in the source file.
3. Find out all the various values for the type attribute in the input element and see
how they appear in different browsers.
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Project
Design a simple webpage with a link that opens a different webpage you have also
designed. Use the CSS you have learnt to also make it look nice.

 Computer.
 Stationery.
 Printer.
 Manual typewriter.
3.3.6.5 References
Murrell, P. (2009). Introduction to data technologies. Chapman and Hall/CRC.

Tutorial, X. M. L. (2006). w3schools. Saatavissa (viitattu 19.5. 2016): http://www.
w3schools.com/xml/default.asp.
World Wide Web consortium. Retrieved September 30, 2019 HTML 5.2 specification-
W3 recommendation. Freeman,E (2005) Head first html.O'Reilly
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CHAPTER 4: FRONT OFFICE OPERATIONS/ MANAGE FRONT OFFICE
OPERATIONS
4.1. Introduction
Front office operations is a core unit of competency as it is a key aspect of any office
administration. This unit describes the competencies required to manage front office
operations. It involves handling organization visitors, enquiries and official
appointments; maintainance of the reception area, visitors’ register, reference materials,
internal directory and official diary as well as entertaining organization’s visitors. The
significance of this unit is to help trainees manage front office operations as the front
office enhances the organization’s image.
The critical aspects of competency to be covered include receiving organization’s

visitors and attending to their needs; maintenance of the reception area, visitors’
register, entertainment resources, reference materials, internal directory and the official
diary; receiving, analysing and confirming appointments as well as availing
appointment feedback. Basic resources required include stationery, computers with
internet connectivity,reception desk, office decorations, telephones, registers, reference
materials, office memory aids among others. The unit of competency covers nine
learning outcomes. Each learning outcome presents; learning activities covering
performance criteria outlines, which enable the trainee to demonstrate knowledge and
skill in front office operations. Information sheet provides; key terms definitions,
content and demonstrations to aid in training. Self assessment is provided at the end of
each learning outcome, questioning and case study. Holistic assessment with other units
relevant to the industry sector, workplace and job role is recommended.

Manage the front office by handling organization’s visitors, enquiries and
appointments, maintaining visitors register, reference materials, internal directory and
official diary in accordance to the workplace policy, Standard Operating Procedures
(SOPs) and Occupation Safety and Health Administration (OSHA).

a) Handle organization visitors
b) Handle organization enquiries
c) Maintain reception area
d) Maintain visitors register
e) Entertain organization visitors
f) Maintain reference materials
g) Maintain internal directory
h) Maintain official diary
i) Handle official appointments
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4.3.2. Learning Outcome No. 1: Handle Organization Visitors
Learning Outcome No. 1: Handle Organization Visitors
Instructions
1.1. Receive organization visitors as per the workplace policy. Activities may be
1.2. Establish visitors’ needs as per SOPs. carried out in
1.3. Attend to visitors as per organizational policy/visitors’ groups or
needs. individual
1.4. Seek visitors’ feedback as per SOPs. Role play may be
used
4.3.2.2 Information Sheet No. 4/ LO1: Handle Organization Visitors
Introduction
This learning outcome covers receiving organization visitors as per the workplace
policy, establishing visitors’ needs as per SOPs, attending to visitors as per their needs
and seeking visitors’ feedback as per SOPs.

Organization visitors: Refers to individuals making a visit to an organization for the
purpose of transacting with the organization.
Workplace policy: This is a set of principles and rules that establish the acceptable
behaviour of workers in an organization. It guides the workers and managers of an
organization and often clarifies the standard operating procedure of the workplace.
Standard Operating Procedures (SOPs): Refers to written instructions that describe
step by step on how to perform a routine activity.
Occupation Safety and Health Administration (OSHA): This is to ensure that
employees are able to work in a conducive environment by ensuring that these
employees are required to enforce the standards set by training, education and
assistance to them.
1.1 Organization visitors are received as per the workplace policy
Organizations have policies complied by visitors mainly to ensure that some rules are
observed when welcoming the visitor; to in still workplace safety and as well as curbing
distractions that may be subjected to employees that may affect the work performance.
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Procedures for conducting a meeting
When welcoming visitors to our institution we have those few time to create a good
rapport that will have a long lasting relationship depending in the type of organisation.
There are two types of organization structures that is tall and flat. Tall means there are
several hierarchies between the entry workers and the top managers and the flat
structure means there are few levels between managers and employees.
These are procedures for meeting and welcoming the visitors.

 First understand the reason for people visiting the organization, and how their
needs will be met. For example, the reason for visit might be complaints,
marketing, talk to a member of staff about the products, collection, deliveries
and audits etc.
 How to meet the needs of the customers are;
o Easy accessibility to the reception.
o Ready to answer the questions asked by the visitor.
o The front office should be clean and neat as it reflects the image of the
organization.
o Health and safety standards where the visitor access.
Types of customers
 Potential customer – this is a customer at the beginning of your sales although
not your customer yet. This is a customer who have shown the interest to the
business with the organization.
 New customer – this is that customer who just bought something from your
organization for the first time.
 Impulsive customer – this is the type of customer who are able to buy the
products instantly as long as there is a good condition
 Discount customer – this is the type of customers who can buy the products
but after the discount is given
 Loyal customer – this is a customer who keeps coming to purchase the products
Methods
The methods of welcoming visitors depend on the purpose, type of customers and
observing the workplace policy
1.2 Visitors’ Needs Established as per SOPs

For one to establish the visitors’ needs, they require an open mind and listening to them
to get further information about their visits. For a business to thrive, you must make
efforts to understand their needs.
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Procedures to identify visitors’ needs
i) Listen to your visitors. Ensure that whenever you do business with the visitors,
take a minute to ask them about the services provided. Take note of any
information they suggest and opinions. From the information improve the
services.
ii) Empathize with the visitors. When a visitor offers feedback about the
organization, put yourself in their shoes and see how to handle their issues. Allow
customers to narrate their experiences.
iii) Give the visitors options. When dealing with the visitors as per their issues try to
give them alternatives to their problems and solving them.
iv) Reassure the visitors that their needs will be solved by our services.
v) Try to learn about the services offered by the organization competitors and find
the gaps and improve to your advantage.
1.3 Visitors are attended as per organizational policy/visitors’ needs

When a visitor come to the organization for whichever reasons they must be attended
to and given direction. As the person welcoming the visitors you must have the
following traits to meet the needs of the visitors;
i) Act professionally. The front office is the most important part of the organization
as it reflects the image. As the person seated there you are responsible to give the
visitors their first taste of the office culture.
ii) Speak audibly. Greet all visitors loud and clear. Ensure you are heard clearly and
have good listening skills.
iii) Inquire if they have appointment. This is to ensure that the visitors meet the correct
person.
iv) Inform the visitor. After notifying the staff about the visitor, also inform the visitor
that you have done so.
v) Ask for the names. By doing this you note their pronunciation of their names and
if there is a unique pronunciation alert the staff to meet the visitor.
vi) Know the lay of the organization. As the person on the front office, ensure you
know every direction to guide the visitors, i.e. where the washrooms are where
supplies are located.
vii) Keep your cool. Visitors are different and have different character and traits.
Sometimes handling different customers at the same time receiving the telephone
calls learn to manage your emotions.
1.4 Visitors’ feedback is sought as per SOPs

There are different types of ways to give and receive the feedback from the visitors.
Importance of getting visitors feedback.

i) It helps improve the services and products of an institution.
ii) It helps to measure the customer satisfaction.
iii) When collecting visitors’ feedback, it shows that you value their opinions.
iv) Feedback given by the visitors is reliable source of information to other visitors.
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v) Visitors’ feedback helps the organization to make some decisions.
Office etiquette
These are the codes that governs the workers in the workplace. They include;
i) Wearing the required attire in the workplace. Dressing should be decent.
ii) Keeping the cell phone with reasonable ringtone volumes.
iii) Not checking other colleagues’ files or laptop without permission.
iv) Respecting other people’s ideas and opinions.
v) Not engaging in gossips.
vi) Keeping time.
Conclusion
At the end of this learning outcome, the trainee should be able to handle visitors as per
the workplace policy and SOPs competently. In addition, the trainee should be able to
uphold meeting and office etiquette. The rationale underpinning this perspective is to
equip individuals with competence skills on how to receive organizational visitors.
Further Reading
https://m.wikihow.com/understand.customer
https://www.livechatlink.com
Written Assessment
1. Which of the following is a good office etiquette?
a) Gossiping your colleagues offensively.
b) Coming late to the office.
c) Dressing properly.
d) Taking office stationery home.
2. Which of the following is not the importance of getting the visitors feedback in the
organization?
a) To improve visitor’s feedback in an organization.
b) To know their confidential life.
c) Help to know visitors’ satisfaction.
d) Visitors’ feedback helps the organization to make decisions.
3. Which of these is not a type of organization?
a) Flat
b) Tall
c) Holding
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4. These are steps of welcoming visitors, which is not?
a) Greeting the visitor.
b) Ignore the visitor if seen troublesome.
c) Offering refreshment.
d) Keeping the visitor informs.
5. In organizations, it is important to check the safety and health environment. Which
is not important?
a) To ensure safety to workers.
b) To ensure safety of visitors.
c) Good working conditions.
d) Providing good working environment for sleeping.
6. Which of the following is not the importance of the visitor policy in an organization?
a) Recording their names.
b) For safety reasons.
c) Not distracting workers from doing their work.
d) Mingling with the workers for unofficial matters.
7. Which of the following is not a type of the customer?
a) Potential customer
b) New customer
c) Bad customer
d) Loyal customer
1. The class to take role play of handling visitors.
2. The trainees to undertake role plays on getting the feedback from the visitors
3. Choose two trainees to do role plays on how to handle a visitor whose appointment
will be delayed because the staff to be seen is held up in an emergency meeting of
top level managers.

 Computers
 Reception Desk
 Internet Connectivity
 Telephones
 Registers
 Stationery
 Fan
 Heater
 Flower Vases
 Paintings
 Wall Hangings
 Signage
 Organization Chart
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 Reference Materials
 Office Memory Aids
4.3.2.5 References
Fadell, A. M., Rogers, M.l., Matsuoka, T., Sloo, D., Honjo,S., McGaraghan S.A.&
Guenette, I. (2018). U.S. Patent no.9,953,514. Washington, DC:US. Patent and
Trademark office.
Fadell,A.M.,Rogers, M.L.,Matsuoka, Y., Sloo, D.,Honjo,S.,McGaraghan,S.A.&
Guenette, I (2018). U.S Patent No. 9,959,727. Washington, Dc:U.S. Patent and
Trademark office.
Kearney, T.,Walsh, G., Barnett, W., Gong,T.,Schwabe,M., &Ifie,K. (2017). Emotional
intelligence in front-line/back-office employee relationships. ‘Journal of services
marketing,3, (2), 185-199.
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4.3.3 Learning Outcome No 2: Handle Organization Enquiries
Learning Outcome No. 2: Handle Organization Enquiries
2.1 Receive visitors’ enquiries as per the workplace policy. Activities may be carried
2.2 Analyze visitors’ enquiries as per SOPs. out in groups or individual.
2.3 Provide feedback as per the workplace policy. Role play may be used.
4.3.3.2 Information Sheet No. 4/LO2: Handle Organization Enquiries
Introduction
This learning outcome covers receiving organization enquiries as per the workplace
policy, analyzing visitors’ enquiries as per SOPs and providing feedback as per the
workplace policy. Making inquiries is important in maintaining and monitoring
organizational activities.

Enquiries: This is the act of asking for certain information you want to know.
Listening: This means paying close attention in getting what the other person is saying
and clarifying the asked questions.
Non- verbal communication skills: These are skills which enhance communication
through body language, hand gestures, eye contact and tone of the voice.
Clarity and concision: It means to say the relevant points and avoid too much talk out
of theme of discussion.
2.1. Visitors’ enquiries received as per the workplace policy
For the visitor’s enquiries to be received well, the person at the enquiry desk should
possess good communication skills. These skills include:
 Listening skills
 Non- verbal communication skills
 Clarity and concision skills
At some point in the organization, the visitors might be enquiring about the services
and products offered. Also, some visitors might be upset about the organization. If their
issues are handled well, they will walk and start engaging with your competitors. Visitor
satisfaction is key to keep the organization thriving, hence very important for the person
handling the visitors to poses professionalism in dealing with enquiries.
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Procedure for receiving visitor’s enquiries
i) Listen to what the visitor says carefully. Don’t cut the visitors. Let them finish. If
it’s a complaint don’t get defensive, you are not the one attacked personally. Phrase
the enquiry to ensure you understand the question.
ii) Seek clarification from the visitor in a caring and concerned manner. The more
information you receive from the visitor, the better. You will understand his/her
angle of point of view.
iii) After understanding their enquiries, put yourself in their shoes and know how best
to answer to their questions. The visitor needs to feel you are on their side and
empathize with the situation.
iv) Apologies without blaming someone else or different department. When a visitor
feels that you are genuinely sorry, it neutralizes the situation. Just learn to say ‘I am
sorry about that’.
v) Solve the problem. Or if you are not able, contact someone who can solve it quickly.
Most visitors prefer the person they are talking to, to solve the problem
immediately.
NOTE: The enquiries should be recorded well for the next step of analyzing them.
Types of communication systems

Communication involves sending information and being received by the other party
through a channel. The message should be simple to be received as intended without
altering the meaning. These are the types of communication:
vi) Verbal communication – also called oral communication. Any communication that
happens oral is verbal. Because of its nature, this communication type is reliable as
the feedback is instant hence quick and precise.
vii) Interpersonal communication – this type of communication involves body
language, eye contact, using hand signs and tone of voice.
viii) Written communication – this is where the message is conveyed through
writing. It includes letters, emails, WhatsApp and other online messages.
Advantage of this type of communication is that the message cannot be distorted as
it is written.
ix) Visual communication – it is where color images and diagrams are used to explain
the message. It is usually used in medical industry and also in advertising,
illustrations, video and animations among others.
x) Formal and informal – in considering the formality of the communication, the
official type is called formal which can be memes, reports, and emails. When there
is nothing official about the communication, we consider it informal
communication.
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Channels of communication
Organizations use different channels of communication. The following are channels
used for communication.
i) Face to face communication – this channel is one of the best used in the
organizations. It incorporates the physical presence, facial expressions, voice of
the speaker and body language helps to deliver the message as intended.
ii) Electronic communication channels – emails, internet and social media
platforms comprises of this channel of communication.
iii) Broadcast media communication – this comprises the use of radio,
televisions, and loud speakers.
iv) Mobile communication channels – this channel is used within the organization
to save on time of moving from one office to another and also effort to
coordinate a face to face meeting.
v) Written methods of communication – this type of communication is preferred
to be used where the message does not need interactions like the policies,
manuals, memes, etc.
2.2. Visitors’ Enquiries Analyzed as per SOPs

After the visitor’s enquiries have been recorded, they are analyzed to guide the
institution on how to improve their services and products. The enquiries are sorted and
tackled by different departments.
Departments in an organization
In any organization to work well there should be different departments which handle
specific tasks. These are the reasons for having departments in an organization:
i) Every department has their goals to achieve which aims to achieving the
organization’s goals.
ii) Departments take specific aspects in an organization.
iii) Activities of the organization are coordinated by different department heads to
reach certain goals.
Departments are classified as per;

i) Production department
It deals with production of goods and services in an organization. This department
ensures that:
 The right quality and quantity of goods are produced.
 Ensure the raw materials are converted to goods which meets customer’s
satisfaction.
 Ensure minimum cost of production.
 Identifies the visitors needed.
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ii) Accounting department
This department is responsible for keeping all records of financial transactions in
an organization. The work of this department is:
 Pay salaries and wages.
 Keep records of financial activities.
 It prepares the financial statement of the organization.
iii) Human resource department
It deals with all staff matters within an organization. Its work is:
 Training of staff.
 Welfare of the staff.
 Recruiting of new staff.
 Deals with solving indiscipline cases and promotion of staff.
iv) Administrative department
Its work is to coordinate all activities of other departments. The work of this
department is:
 Arrange meetings and keep the minutes of such meetings.
 Unsure the implementation of policies of the organization.
 Coordinate activities of other departments.
v) Marketing department
It deals with selling and changing the products to be produced from the production
department into money for the organization. These are the roles undertaken by the
department:
 It carries out research on customer needs.
 Branding of their products.
 It identifies the potential wholesaler
Other departments include

 Transport department is responsible for logistics in the organization.
 Planning department.
Enquiries analysis
Enquiries analysis will make the institution to improve on its visitor’s service
performance. It’s crucial that organizations set certain performance indicators that will
be used to check the visitor’s service team. This ranges from time taken to resolve the
matters, how to manage visitors queue and more. By using this information, it is easier
to identify opportunity gaps which can improve the performance.
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2.3. Feedback is provided as per the Workplace Policy
Feedback is very important to gauge the visitor’s satisfaction.
Importance of feedback
i) Feedback helps workers in an organization to be on track as it serves as gauge
to assist workers to know their performance.
ii) Feedback can act as a motivation and energizing especially when given positive
feedback.
iii) Feedback is a tool of learning continually.
iv) Feedback enables us to learn about ourselves as through feedback you are told
who you are.
v) Feedback enables to know if the visitors were satisfied by the services.
Feedback mechanisms
Feedback mechanism provides a platform for you to track your performance.
Feedback mechanism is a channel formed by an effect and returning to its cause and
can generate more or less of the same. The reasons for feedback mechanisms are:
 To address the problems earlier to save time and money.
 Relationship between people improves.
 Through feedback mechanisms the organization it increases its transparency.
Conclusion
At the end of this outcome, the trainee should be able to receive and analyze visitors’
enquiries; and provide feedback as per SOPs and workplace requirements. The
relevance of this competency skill is to keep a good rapport between visitors and an
organization.
Further Reading
http://feedbackmechanism.org
http://passnownow.com
http://study.com
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Written Assessment
1. Which of the following departments in an organization deals with recruiting of new
staff?
a) Planning department.
b) Administrative department.
c) Marketing department.
d) Human resource department.
1. Which of the following is not a channel of communication?
a) Mobile communication.
b) Visual communication.
c) Broadcast media.
d) Face to face.
2. Which of these statements about feedback is not true?
a) Feedback enables to establish if the customers were satisfied.
b) Feedback enables the organization to identify the gaps in visitor services.
c) Feedback enables the organization to perform better.
3. Electronic communication is one of the channels used by organizations to pass

information. Which is not part of this channel?
a) WhatsApp
b) Email
c) Face to face
d) Internet
4. Personnel department carries several functions in an organization. Which of these is
not true?
a) Recruiting staff.
b) Production of goods and services.
c) Promoting the staff.
d) Welfare of the staff.
5. Which one of the following should not be done while receiving visitor’s enquiries?
a) Blaming other staff for the mess happened.
b) Apologizing to the visitors in case of problems.
c) Contact other staff to solve the problem in case you are no able.
d) Seek clarification of the enquiries.
6. Face to face communication has its advantages. Which is not true?
a) Quick feedback.
b) Better understanding of information.
c) Easy distortion of information.
d) The speaker can use body language.
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1. Trainers to do role playing in face to face communication skills.
2. Ask the learners to arrange the desks to appear as the front office layout and one
to act as the visitors. The visitor should make an enquiry about the products the
organization is dealing with.
3. Ask the trainee to explain the procedures of receiving the visitor’s enquiries in
front of the class.
 Computers
 Reception desk
 Internet connectivity
 Telephones
 Registers
 Stationery
 Fan
 Heater
 Flower vases
 Paintings
 Wall hangings
 Signage
 Organization chart
 Reference materials
 Office memory aids
4.3.3.5. References
Advances in health sciences education, 24(2), 383-401.

Burgoon, J.K., Guerrero, L.K. & Floyd, K. (2016). Non-verbal communication.
Routledge
Ossenberge, C. Henderson, A. & Mitchell, M. (2019) What attributes guide best
practice for effective feedback? A scoping review.
Serrat, Olivier. (2009) Building a learning organization. In knowledge solutions (pp57-
67). Springer, Singapore.
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4.3.4 Learning Outcome No. 3: Maintain Reception Are
Learning Outcome No. 3: Maintain Reception Area
3.1 Lay out reception area as per the SOPs Activities may be
3.2 Landscape reception area (flowers, aquarium, stone carvings, carried out in groups
fountain) as per the workplace policy or individual
3.3 Maintain reception area tidiness as per SOPs Role play may be
3.4 Maintain reception area cleanliness as per OSHA used
3.5 Maintain reception area ventilation as per OSHA
3.6 Maintain reception area lighting as per OSHA
Maintain reception area signage (fire exit, slippery floor, no
smoking, directions) as per OSHA
4.3.4.2 Information Sheet No. 4/LO3: Maintain Reception Area
Introduction
Reception area maintenance covers its lay out, landscape and maintaining tidiness,
cleanliness, ventilation, lighting and signage.

Reception Area: It is a space in the section of the office where the visitors are greeted
and welcomed and provided with a waiting place before they can meet the person to
deal with.
Signage: There are signs that are used to advertise or communicate a message to the
targeted people.
3.1. Reception area is laid out as per the SOPs
This is how the reception area is arranged to meets the visitor’s needs. The reception
area is the first place the visitors interacts with the organization and as they say first
impression is very important. These are the points to consider when having a reception
area layout;
a) The size of the reception area: It will depend by the size of the organization
and the type of services and products provided.
b) Adequate storage: Having enough storage will help to keep the reception area
to look neat and organized
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c) Attractive Reception: The reception communicates about the achievements of
the organization. It also shows the personality and specialty of the organization.
d) Visitors’ facility: The reception area should have the facilities which might be
needed by the visitors like having drinks, place to put their umbrellas etc.
e) Placing furniture away from the doors: This is important so that they cannot
be banged by visitors walking in and out.
f) Furniture and floor protection: The furniture used should be filled with
rubber for added floor protection.
g) Comfortable sitting area: This is very important to make the guest feel relaxed
when waiting to meet the people of the organization.
Procedures
Most of the reception areas have these things;
i) Reception desk
ii) Chairs for visitors to use as they wait.
iii) A place to hold literature, magazines and provides a surface for guests to put
their personal belongings while waiting.
For one to have a reception area these are the steps to follow;
In fitting the reception consider the following;
How many visitors are expected to be accommodated?
 Provision for disabled people.
 Does it need storage?
 Consider the security issues
 Will it require specific items like computers?
3.2. Reception Area is Landscaped (Flowers, Aquarium, Stone Carvings,

Fountain) as per the Workplace Policy
These are features which are seen in the reception area. Thus include;
a) Color: In front office is a place to welcome the visitors so consider a cheerful
color. Also, can incorporate the brand’s colors in the reception.
b) Light: Light is a very important aspect in front office. Mostly natural light is
more welcoming. To attain this, arrange the furniture so as to maximize the
natural light.
c) Graphics and décor: By using the graphics, accessories and décor helps the
reception area to communicate the statements you want.
3.3. Reception Area Tidiness is maintained as per SOPs

Working in a good environment is the required by the policies of the government.
Tidiness means the arrangement to be neatly and in good order. To achieve the
following, these things should be observed:
i) Storage: There should be enough storage so that documents are not piled
together and make the reception area unorganized.
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ii) Select the color scheme: Mostly use the warm color scheme in the reception
area.
iii) Arrange the furniture in a way that it does not block people from passing as they
carry out their activities.
iv) Add the organizations logo on the desk of the reception or walls.
v) The reception should be welcoming and comfortable. The furniture to be used
should be comfortable for visitors as they wait to meet the people in the
organization.
3.4. Reception area cleanliness is maintained as per OSHA

The working place should be clean as people spend most of the time there. Leaving the
workplace to be dirty might have consequences like diseases. For maintaining the
cleanliness in the reception area, take these steps.
a) Take out the trash daily. Make a habit of cleaning your place of work daily. By
leaving the trashes piled up can cause the workplace to be manifested by
bacteria. You should decide either to take the trash every earlier in the morning
or evening.
b) Ensure that the cleaning products are available i.e. dustpan, detergents, brush
etc.
c) Manage the tables used in the reception area are well organized and cleaned to
increase its lifespan.
d) Minimize clutter on desk. For convenience and efficiency of carrying out your
daily activities, there should be enough space on the desk. Avoid putting
unrelated things on the desks.
e) Schedule office cleaning.
Sometimes schedule the reception area to be cleaned by the professional cleaners. This
is because by doing yourself, sometimes you don’t do it thoroughly. Even if not
involving the professional cleaners, select a day for general cleaning.
3.5. Reception Area Ventilation is maintained as per OSHA

The amount of air required in the reception area depends on the following factors.
 Number of persons occupying the reception area.

 Time taken by the people to stay.
 The kind of activities in the reception area.
As fresh air is introduced into the reception area;
 The air should be uniformly spread over the whole space.

 The air should not hit the people directly.
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3.6. Reception Area Lighting is maintained as per OSHA
Lighting of the reception area is very key. It is the first impression that portrays the
image of the organization. So the entrance of the reception area should be lit.
Types of reception area lighting.

1. Direct ceiling pendants.
This is where the light is provided directly from the ceiling to the reception area. It is
usually fixed in the ceiling. Commonly used in the large area and with the conjunction
of the natural light.
Advantages
 Suitable for both small and large areas.
 Easy, flexible and simple to deploy.
 Lighting the entire room.
Disadvantages
 Not appropriate for defining zones or structures.
 Indirect/ direct ceiling luminaries.
 Usually suspended from the ceiling.
Pros
 Provide warmer light
 Important for defining zones.
2. Controlled task lighting

Usually suspended from ceilings and controlled for dimming and brightness.
3. Standing and desktop luminaries.
3.7. Reception Area Signage (Fire Exit, Slippery Floor, No Smoking, Directions)
is as per OSHA
First impressions are everything; reception area is usually titled with signs which guides
the visitors.
Types of signage used in the reception area include;

1. Fire exit.
During the day to day activities in the workplace, several risks can occur. In case of fire
outbreak, there should be an exit to curb more damages like loss of life. The fire brigade
advice the doors to be used as an emergency.
2. Slippery floor
They are signs that are used to prevent people from falling due to the nature of the floor.
Falling of people in the work place is one of two common accidents which occur.
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3. No smoking
It is a sign used to warn people from smoking in the reception area. This is useful as it
allows visitors in the reception to breathe fresh air without the risk of second hand
smoke.
4. Directions.
This sign helps to guide the visitors the directions they will take without bothering to
ask from the people. This helps to avoid confusion.
Conclusion
The reception area should be properly maintained in its; lay out, landscape, tidiness,
cleanliness, ventilation, lighting and signage.
Further Reading
Singh M.M., Kumar P. and Pradhan K.B. (2019) Planning premises and
design considerations for hospital laboratory. Global journal for research
analysis. 8(5)
Written Assessment
1. The following signs are found in the reception area which one is not?
a) Direction sign.
b) No smoking
c) Fire exit
d) Bumps ahead.
2. Cleaning the reception area is very important. Which of the following should not to
be done to keep it clean?
a) Picking the trash daily.
b) Work with clutter on the clerk.
c) Providing the cleaning products available.
d) Managing the tables.
3. Highlighting the reception is very key to the first impression. Which is not the type
of lighting.
a) Direct ceiling pendants.
b) Standing and desktop luminaries
c) Direct ceiling luminaries
d) Flashlight
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4. The following are the advantages of using direct ceiling pendants lighting type.
Which is not?
a) Appropriate for defining zones.
b) Lighting the entire room
c) Simple to deploy
d) Suitable for both small and large areas.
5. This is one of the ways to keep the reception area tidy except?
a) Select appropriate color scheme.
b) Ensure enough storage
c) Ensuring cleanliness
d) Piling the trashes.
6. Which of the following can cause the slip and fall accident in the reception area?
a) Wet floor
b) Slippery floor
c) Icy surface
d) Rough floor
7. Landscaping of the reception area is very important. Which is not one of it?
a) Color
b) Lighting
c) Graphics and décor
d) All the above
1. The trainee to arrange the desks to be like the reception and identify the place
to locate the dustbin.
2. The trainee to come up with a design of lighting the reception area with large
area
3. The trainees to take role play on how to clean the reception area.

 Computers
 Reception desk
 Telephones
 Registers
 Stationery
 Fan
 Heater
 Flower vases
 Paintings
 Wall hangings
 Signage
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4.3.4.5 References
Cocch Dr., Frosini F., Ciagli E., Tortoli P., Carpini L. Cirone Dr. and BelardinelliA.
(2019). Discrete event simulation model for the analysis of centralized front office
service in a regional hub hospital. In World congress on medical Physics and
Biomedical Engineering (2018) (pp. 559 – 562) Springer, Singapore.
Singh M.M., Kumar P. and Pradhan K.B. (2019) Planning premises and design
considerations for hospital laboratory. Global journal for research analysis. 8(5).
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4.3.5 Learning Outcome No. 4: Maintain Visitors Register
Learning Outcome No. 4: Maintain Visitors Register
4.1 Create visitors register as per the workplace policy Activities may be carried
4.2 Update visitors register as per the workplace policy out in groups or individual
4.3 Store visitors register as per the workplace policy
4.3.5.2 Information Sheet No.4/LO4: Maintain Visitors Register
Introduction
The learning outcome covers maintenance of visitors’ register. It entails creating,
updating and storing of the visitors’ register as per the workplace policy. The
significance of learning this outcome acquaints trainees with recording, updating and
maintenance skills on visitors’ register.

Visitors register: It’s a register that the visitors record their details, comments and
signature to acknowledge a visit to the organization.
4.1. Visitors register is created as per the workplace policy
The visitors register is created according to the organization policies. For security
purposes and other issues, the visitors are supposed to record their details. i.e.
a) Time in
b) Name
c) Id / passport number
d) Contact number
e) Purpose of visit
f) Comments
g) Sign in time in
h) Time out
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Importance of visitor’s register
i) Fire Safety
In case there is fire in the organization and the alarm goes off, it’s important to evacuate
the premises and locate all the people who was supposed to be in the building. By
checking the register can identify people who should and those shouldn’t be there. By
doing this the organization is compliant with fire safety regulation.
ii) Leaving Company Reviews

As the visitor leaves the organization, they can comment on how they have been served.
This is a good feedback tool to improve on certain areas.
 Better Security
Keeping the visitors register especially in the big organization will make it easy
to identify people who shouldn’t be in the premises. And in case of any security
threat or something has happened, is easy to identify the culprits.
 For planning and reference purposes
When records of visitors are well registered, it’s as easy to know who you meet
and when. This will be useful in arranging future meetings.
 Keeping track of organization equipment
In case some visitors are using the organization equipment’s like the visitor
card, you can easily trace them. Also, other visitors can borrow the equipment.
Visitors’ details in a register

Every visitor should record their details in a register for future reference. The details
include their names, identity number, and purpose of the visit, their signature and
comment of how they were served or give opinions and the time out. This is very
important in case of fire outbreak, robbery incidents and for future reference.
4.2. Visitors register is updated as per the workforce

The visitors register has to be regularly monitored to assure continuous function and
convenience. Register updates might include adding extra pages, ensuring that the
register is protected and repairing the registers damages. Information from the visitor’s
register should be consolidated into the organization database and later analyzed. New
visitor’s information is added in the files and the outdated information is moved to the
other storage or discarded. This is guided by the organization policies on the length of
the time the visitor’s information is retained.
4.3. Visitors register is stored as per the workplace policy

The information recorded in the visitor’s register must be stored and protected from the
public and unauthorized staffs. Visitor’s register information confidentiality, all staffs
of the organization should be trained to be confidential and this should be reinforced.
Most confidential information passes through the reception places. To keep the
information confidential, it requires appropriate safeguards;
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i) Ensure that other visitors cannot access or read the previous visitor’s
information.
ii) The visitor’s register should be kept in a lockable drawer.
iii) The receptionist should not discuss the information of visitors to unauthorized
people.
iv) When you are confronted to disclose the information in unusual circumstance
consult the senior officers of the organization.
v) The receptionist should be made aware that the visitors cannot see confidential
information.
vi) The computers used in the reception area should face away from the queue.
vii) Reception desk should be accessed by the authorized people only.
Conclusion
Creating, updating and storing visitors register needs to be maintained as they offer
future references.
Further Reading
https://smallbusiness.chron.com
https://beyondotherreceptiondesk.wordpre.com
Written Assessment
1. The following are the importance of the visitors’ register except
a) Organization review
b) For future reference
c) For security purposes
d) For entertainment purpose
2. Confidentiality of visitor’s information is very crucial. Which of the following
aspects do not aid in maintaining the confidentiality?
a) Exposing the register to other staffs.
b) Locking the register in the cabin.
c) Computer use should face away from the queue.
d) When asked to reveal the information of the visitors to consult the seniors.
3. Maintaining the visitors register is one of the functions of a receptionist. Which one
of the following is not a good practice to maintain?
a) Repair of damages.
b) Adding extra pages.
c) Renewing at certain internal to consolidate to database.
d) Exposing the register to harsh environment.
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4. Which of the following details is not found in the visitors ‘register?
a) Name.
b) Wealth.
c) Time in.
d) Signature.
5. Which of the following is true about the visitor’s register?
a) Register used to record financial transactions.
b) It captures the details of the visitors like name.
c) Visitors register is used to calculate the sales of the organization.
d) Is used by the organization to fire staffs.
6. In case of a fire in an organization which register will be used to identify the people
who are in the premises
a) Attendance register
b) Delivery register
c) Visitors register
d) Meeting register
7. Comment section is one of the columns where visitors can comment how the
information is useful to the organization. Select the right choice
a) Used to improve visitor’s services
b) Used to give loans
c) Used to spy the visitors
d) Used to punish the visitors for commenting negatively
8. Define visitors register
9. Give two importance of visitors’ register
10. Explain the importance of keeping confidential of visitor’s details
11. Explain how to update visitor register
12. List things to do to safeguard visitors’ registry information
1. The learners to come up with the sample of visitor register and how to record the
information.
2. The learners to demonstrate how to repair the visitor register.
3. The learners to demonstrate how to update the register by adding the extra pages.

 Computers
 Reception desk
 Telephones
 Registers
 Stationery
 Fan
 Heater
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 Flower vases
 Paintings
 Wall hangings
 Signage
4.3.5.5 References
Brant, H. D., Atherton, H., Bikker, A., Porqueddu, T., Salisbury, c., McKinstry,
B.,&ziebland, S. (2018). Receptionist role in new approaches to consultations in
primary care: a focused ethnographic study. Br J Gen pract, 68 (672), e478-e486
Islam, A. (2018). Front office Management of Royal Tulip sea pearl Beach resist & spa.
Sayin, k., &Karaman, A, (2018) communication and productivity with customers at
front office; A qualitative Study on Hotels. Tourism, Business and Technology (ICTBT
2018), 1.
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4.3.6 Learning Outcome No. 5: Entertain Organization Visitors
Learning Outcome No. 5: Entertain Organization Visitors
Instructions
5.1 Determine entertainment needs (entertainment, comfort) as Activities may be

per the workplace policy. carried out in
5.2 Acquire entertainment requirements (magazines, TVs, groups or
newspapers, water) as per the workplace policy. individual
5.3 Avail entertainment resources are availed as per the
workplace policy Role play may be
5.4 Maintain entertainment materials as per the workplace carried out
policy
4.3.6.2 Information Sheet No. 4/ LO5: Entertain Organization Visitors
Introduction
Entertaining organization visitors covers determination of entertainment needs,
acquisition of entertainment requirements, availing the entertainment resources and
maintenance of the entertainment materials.

Entertainment: It’s the act of providing or provided with enjoyment.
Magazine: This is a publication which is printed or published.
Needs: These are things which are necessary for a satisfactory life.
5.1. Entertainment needs (entertainment, comfort) are determined as per the
workplace policy.
Organization usually entertain their visitors as part of their policies.
Types of organization visitors

Visitors in offices come for different ways for example;
a) Potential new hire; these are visitors who come to your organization with the
intention to get a job like the fresh graduate.
b) Business visitors these are the ones who visit with the intention to do business
with the organization.
c) Employee family members can also visit the office of the organization.
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d) Delivery personnel are visitors who come to the organization for delivering
things like letters, parcels or goods.
e) Students they are visitors who can visit with the purpose of learning.
In today worlds people want to engage with the organization they understand better.
Entertainment is the platform to help the visitors interact with the staff.
Reasons to entertain the visitors

a) Entertainment helps to reach the potential visitors. The dream of any organization
is to arrange the entertainment which the visitors or clients will be left talking about.
As people talk about the organization and making referrals to friends.
b) Entertainment helps portray the image of the organization. When organizing the
entertainment ensure to stick to the values and vision of the organization. Visitors
will feel comfortable and be free to open about the organization.
c) Entertainment engage visitors. Entertainment brings fun to visitors. When they have
fun, they are able to interact with others and engage the organization when they are
in good mood. At this point you can inform them about the services and products
offered within the organization.
5.2. Entertainment requirements (magazines, TVs, newspapers, water) are

acquired as per the workplace policy
 Magazine
They are used for education and entertainment purposes. Magazines can be online or
printed ones. In the reception area, the organization can decide to put the magazines or
the table so as the visitor can have something to read as they wait to be served.
 TV’s
Have the slides with images of the organization and information of the company. Also,
today’s technology has made people to be curious to know what is happening in the
world by seeing. The television can be used as an entertainer for the visitors who are
waiting to be served.
 Newspaper
Newspaper are used as a way of entertainment in the organization. Depending with the
kind of organization, people generally like to read newspaper to get informed of what
is happening in the world. Some people are funs of football, music and politics of which
that can be found in newspaper.
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 Water
Water is a very important substance in our bodies. Water can be used to entertain
visitors by giving them a glass of water as they wait to be served.
5.3. Entertainment resources are availed as per the workplace policy

Types of entertainment
i) Online – This is the use of internet to access information on an online platform
e.g. YouTube, Facebook, Google, etc.
ii) Exhibition Entertainment – This is by having a trade show to expose your brand
and organization to the potential people. This include art show, museums.
iii) Live Entertainment-This comprises of concerts, fireworks or theaters.
iv) Media entertainment – examples of media entertainment include Tv and radios.
v) Music Industry – Entertainment can be done through the music.
vi) Electronic entertainment- This is usually using of the video games.
5.4. Entertainment materials are maintained as per the workplace policy

The materials used for entertainment are supposed to be maintained for future use e.g.
TV’s
i) Usually switch off the TV when not in use
ii) Usually clear your TV
iii) Keep away from moisture and dust
iv) Use appropriate voltage regulator
Radios
i) Switch off the radio when not in use
ii) Keep away from dust
iii) Keep away the metals from the radio speakers
iv) Use the appropriate regulator
Conclusion
At the end of this outcome, the trainee should be able to determine entertainment needs,
acquire entertainment requirements, avail necessary entertainment resources and
maintain these entertainment materials.
Further Reading
https://www.davekahle.com
https://www.bizjournals.com
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Written Assessment
1. The following are type of organization visitors except
a) Students
b) Investors
c) Robber
d) Business partner
2. Entertainment materials should be maintained well. Which statement is not true
about the tv maintenance?
a) Switch off when not in use.
b) Keep away from dirt.
c) Use appropriate voltage regulator.
d) Use the brightest contrast.
3. Which of the following is not among the online resource entertainment?
a) YouTube
b) Facebook
c) Google
d) Newspaper
4. The following are the importance of entertainer which one is not?
a) To give fun the visitors.
b) To educate the visitors.
c) To scare away the visitors.
d) To portray the image of the organization.
5. The following is one of the forms to entertain the visitors. Which is not part of it?
a) Museums
b) Art shows
c) YouTube
d) Dancing
6. The following are the ways to maintain the radio. Which one is not?
a) Keep it away from moisture
b) Turn off when not in use
c) Clean it
d) Put it in direct sunlight
7. The following is an example of the media entertainer except?
a) Radio
b) TV
c) Film
d) Google
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8. Define Entertainment.
9. List two types of the organization visitors.
10. What is the meaning of need?
11. List the type of media entertainment.
12. Explain how to maintain TVs.
1. Ask the learner to create a YouTube channel to entertain the visitor.
2. The learners to form a group and take role plays on how to entertain the visitors
through dancing and singing.
3. The learner to form a choir to be used to entertain the visitors

 Computers
 Reception desk
 Telephones
 Registers
 Stationery
 Fan
 Heater
 Flower vases
 Paintings
 Wall hangings
 Signage
4.3.6.5 References
Hennig-Thurau, t., & Houston, M. B. (2019). The Fundamentals of Entertainment. In

Entertainment Science (pp 41-57). Springer cham.
Quadri- Felitti, D., & Flore, A. M. (2016). Wine tourism suppliers and visitors
experimented priorities. International Journal of Contemporary Hospital Management,
28 (2), 397-417
Zillmann, D. (2005) Mood Management: Using Entertainment to Full Advantage In
Communication, Social Cognition and Effect (PIE: Emotion) (pp 163-188). Psychology
Press.
128
4.3.7 Learning Outcome No. 6: Maintain Reference Materials
Learning Outcome No. 6: Maintain Reference Materials
Instructions
6.1 Identifying reference materials (dictionary, Whitaker’s Activities may be

almanac, organization chart) as per the workplace policy carried out in
6.2 Obtaining reference materials as per the workplace policy groups or
6.3 Updating reference materials as per the workplace policy individual.
6.4 Safeguarding reference materials as per the workplace
policy
4.3.7.2 Information Sheet No.4/LO6: Maintain Reference Materials
Introduction
This learning outcome covers identifying, obtaining, updating and safeguarding
reference materials as per the workplace policy. Reference material are those properly
used for assigning values to materials or assessing measurement.

Reference materials: Materials that are sufficiently homogeneous and stable with
respect to one or more specific properties which has been established to fit intended use
in a measurement process.
6.1. Reference materials (Dictionary, Whitaker’s Almanac, Organization chart)
are identified as per the workplace policy
Reference materials are those materials that are used as form of measure to the intended
action. Reference materials that can be used include encyclopedias, dictionaries, hand
book, almanacs, bibliographies, atlas, biographies, directories and chronologies.
a) Almanacs
They are used for extensive research but are for good for looking up specific facts,
places, events, statistic and tables. They cover a large period of time.
b) Bibliographies
They are compilation of comprehensive lists of resources that share more or more
similar attributes about specific individual of subject, they briefly describe the resources
listed.
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c) Dictionaries
The give an alphabetic list of words and definitions. There are various types of
dictionaries this include slang dictionaries, acronyms, and picture dictionaries. They
can be general or organized in some way.
d) Organization charts
It is a diagram that displays a reporting hierarchy. The most frequently application of
an organization chart is to show structure of business, governments or organization.
Organization charts of a variety of uses and can be structured in many different ways.
They might be used as management tool for planning purposes or as a personnel
directory.
Uses of charts
a) Improve line of communication
b) Create a visual employee directory
c) Allow leadership to more effectively manage growth or change
d) Present other type of information
Types of organization charts
a) functional top-down
b) divisional structure
c) matrix organization
d) flat organizational chart
6.2. Reference materials are obtained as per the workplace policy

The final decision-making process by validating the information that is provided. They
provide important confirmation about the tasks that are to be done.
There are valid reference materials the users must choose the most suitable materials
available. It’s important to understand any limitations of reference materials. There are
several organizations that produce tens of thousands of reference materials worldwide.
Not all materials that are used as references materials are described as such reference
material can be obtained through the following ways;
a) Gifts and exchanges- many organizations provide material free or in exchange for
other materials. Accept only those that will be useful, do not accept any materials
that are on a subject of no interest to resource center user.
b) Purchasing -this reference material needs to follow your organization financial and
accounting standards of items such as stationery. You may need to develop a
procedure for ordering materials in consultation with the resource references.
c) Document services- it enables you to obtain photocopies of articles. They are useful
for obtaining their journal article without taking out subscription on consulting a
publication. They are useful for materials that are expensive or not essential for
collection.
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6.3. Reference materials are updated as per the workplace policy
Information and knowledge are constantly changing. New knowledge is discovered and
events happen around the world on a daily basis. The materials and tools that provide
access to this knowledge and information keep changing. Reference materials need to
be added to and renewing the information that is related to the materials
Ways of updating reference materials

a) Change the materials information – this involves altering the information that is
contained in the reference material or the materials itself. Involves addition and
subtraction of information that is contained in the original reference.
b) Replacing materials data—this involves removing data that has been outdated or is
irrelevant. The information may be replaced because of various reasons like
emergence of new data that is more accurate.
c) Adding materials to the catalog- The reference document can be added more
materials to enrich it with content and make it as accurate as possible.
6.4. Reference materials are safeguarded as per the workplace policy

Safeguarding is taking an action on a measure to protect the reference materials from
damage or harm. The reference material has to be safeguarded against potential of being
damaged. Safeguarding the references is responsibility of an organization to make sure
the materials are not destroyed in any way. Interference of the reference materials may
lead to wrong information being consumed hence misleading the organization of the
people consuming the information at large.
Conclusion
At the end of this learning outcome, the trainee should be able to identify, obtain, update
and safeguard reference materials as per the workplace policy.
Further Reading
Leoni, M, scardi, P, & Langford, J. 1(1998) Characterization of standard
reference materials for obtaining instrumental line profiles powder
diffraction.
Written Assessment
1. The secondary source of information compromised of
a) Text books
b) Subject periodicals
c) Indexing and abstracting periodicals
d) Bibliography
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2. Which of the following is not a reference material?
a) Bible
b) Dictionary
c) Charts
d) Paper
3. Safeguarding of reference materials is crucial
a) No
b) Yes
4. Purchasing is the only way of obtaining reference materials
a) True
b) False
5. Bibliographies are not reference material
a) No
b) Yes
6. What is reference material?
7. Give types of reference material?
8. How can you obtain a reference material?
9. How do you safeguard a reference material?
Oral Assessment
1. Identify reference materials that exist
The trainee should be asked to come with reference materials that they know.

 Computers
 Reception desk
 Telephones
 Registers
 Stationery
 Fan
 Heater
 Flower vases
 Paintings
 Wall hangings
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4.3.7.5 References
Carison G.M & Indiana university linguistics (1997) Reference to find in English
doctoral disservlation university of massachesse
Issacs. E.A & Clarks, H.H (1987). Reference in conversation between experts and
novices. Journal of experimental psychology.
133
4.3.8 Learning Outcome No7: Maintain Internal Directory
Learning Outcome No. 7: Maintain internal directory
Instructions
7.1 Create internal directory as per the workplace policy Activities may be
7.2 Update internal directory as per the workplace policy carried out in
7.3 Maintain internal directory as per the workplace policy groups or
7.4 Safeguard internal directory as per the workplace policy. individual.
4.3.8.2 Information Sheet No4/LO7: Maintain Internal Directory
Introduction
This learning outcome covers creating, updating, maintaining and safeguarding internal
directory as per the workplace policy.

Internal directory: An internal directory is a list containing contact details of the
employees in an organization.
7.1 Internal directory is created as per the workplace policy
Meaning of internal directory

An internal directory is list containing contact details of the employees in an
organization. It is also called a telephone directory, telephone book, telephone address
book or phone book
Contents of an internal directory

Employees Details
Name of employee in full
Emergency contact list
Designation/job title
Family, work and phone numbers
Office phone number (extension)
Personal phone number
Corporate email address
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Personal email
Location/building
Department
Sample of an internal directory
Figure 19: Internal directory

Adapted from: http://www.telcomgr.com/telephonedirectory.htm
135
Figure 20: Internal directory
Adapted from:
https://www.ibm.com/support/knowledgecenter/en/SSGU8G_12.1.0/com.ibm.ddi.doc/ids_ddi_166.htm
7.2 Internal directory is updated as per the workplace policy

Internal directory should be kept up to date. There are various methods of updating an
internal directory as explained below:
Centralized updates
This allocating the responsibility to a central staff person or team. The staff sends the
changes to the central team who updates the staff directory accordingly. The personnel
most commonly engaged in centralizing updates are receptionists, human resource
teams, phone system administrators, call center staff and the help desk staff in the
organizations
Self-service updating
This is the ability of a staff to update his or her own details. It involves implementing a
straight forward editing interface as part of the staff directory itself. The staff can revise
and update their details as required.
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Integration with other systems
It involves updating systems to automatically flow through to the staff directory to
avoid duplicated updates or manual ways of updating the directory. Some of the
systems that can be used to automatically update staff details are the human resource
systems and information technology systems in the organization.
Mix of approaches
The details of the internal directory can be updated using a mix of the approaches
identified i.e. centralized, self-service and integration with other systems. The
reasoning behind adopting a mix of the approaches is that these approaches are
complementary; one approach can support the other. For example, when centralized
staff identify out-of-date information, they can contact the concerned staff member and
request them to update their own details.
7.3 Internal directory is maintained as per the workplace policy

Once the directory is updated it is important to maintain the directory in a current
updated state. This can be done by
 Allocating responsibility to particular individual/s
 Regular review of the directory records
 Enhance quick replacement of filled in directory
7.4 Internal directory is safeguarded as per the workplace policy

The contents of the internal directory should be kept safely and only used for official
purposes. This can be done through the following;
 Allocate responsibility of the directory to particular individual/s,
 Physical controls- ensure the document is safely kept,
 Control access to soft copy of the directory e.g. use of passwords
 Have clear documentation procedures,
 Institute independent internal verifications-review, comparison and reconciliation
of data,
 Restrict disclosure of telephone records,
 Protect privacy of personal telephone numbers-do not share content of the internal
directory to unauthorized persons.
Conclusion
At the end of this outcome, the trainee should be able to create, update, maintain and
safeguard internal directory as per the workplace policy.
Further Reading
Internet link: office telephone directory template: yojana.co
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Written assessment
1. Among the following details, which is not found in an internal directory?
a) Date
b) Office email
c) Location
d) ID number
2. Office directorate is used for recording employee’s personal information.
a) True
b) False
3. Which is the importance of internal directory?
a) Directing and giving instructions to employees
b) Keeping record of phone call details of employees in an organization.
c) Keeping a close monitory of employees.
d) Recording customers’ phone call details.
4. The following are reasons for updating internal directory except?
a) For monitory of employees’ telephone, communication ethics
b) Act as a future reference.
c) Serve as an evidence of any consultations made in an office
d) Used for setting office rules and regulations
5. From the choices given, which is an importance of safeguarding internal office
directory?
a) To enhance customers’ personal information.
b) To enhance privacy of employees’ personal details.
c) To improve productivity of the organization.
d) To safeguard organizational details.
6. Why is an internal inventor significant to employees and the organization?
7. Give reasons why organizations should update their internal directory
8. Describe the contents of an internal directory
9. Discuss the advantages of updating and maintaining an internal directory in an
organization
Oral Assessment
Highlight three reasons why it is important for an organization to have an internal
directory
1. Using reference from the contents that comprise an internal directory, create an
internal directory for your department
2. Ask the learners to exchange their internal directories they came up with and check
for each other on what has been included or omitted from the details contained in an
internal directorate
138
 Computers
 Reception desk
 Telephones
 Registers
 Stationery
 Fan
 Heater
 Flower vases
 Paintings
 Wall hangings
 Signage
4.3.8.5 References
Sebring, L. T. (2017). 2005 Weights and Measures Directory (No. NIST

Interagency/Internal Report (NISTIR)-6500).
Wang, E., Hu, L., & Li, R. (2018). U.S. Patent No. 9,892,042. Washington, DC: U.S.
Patent and Trademark Office.
139
4.3.9 Learning Outcome No. 8: Maintain Official Diary
Learning Outcome No. 8: Maintain official diary
8.1 Acquire official diary as per the workplace policy Activities may be
8.2 Receive official diary information (time, date, subject, venue) as per carried out in groups
the workplace policy or individual.
8.3 Harmonize official diary information as per the workplace policy
8.4 Analyze official diary information as per the workplace policy
8.5 Record official diary information as per SOPs
8.6 Seek recorded diary information approval as per the workplace
policy
8.7 Update official diary as per the workplace policy
8.8 Safeguard official diary as per the workplace policy
4.3.9.2 Information Sheet No. 4/ LO8: Maintain Official Diary
Introduction
This learning outcome covers maintenance of an official diary. It includes acquiring
official diary information, diary updates and safeguarding it in accordance to workforce
policy.

Diary: It is a daily record of events or activities that are majorly based on observation,
experience and attitudes.
Diary information: these are facts about something or circumstances.
Diary Maintenance: Involves functional check, servicing, repairing or replacing of

necessary devices, equipment, machinery etc.
8.1. Acquiring official diary
Acquiring a diary depends on the purpose for using it. Various diaries have different
designs for recording information. The designs based on the intended purpose. Office
diaries have different features as compare to travel diaries. Therefore, for purposes, of
acquiring a diary, it’s important to check on whether it is suitable for certain events or
whether it meets organizational office practices. Types of diaries includes academic
diary, food diary, health diary, school diary, secret diaries, work diaries, electronic diary
among others.
140
Example; Hotel diary
Hotel diary is an important document used in front office operation to record basic
information about the room reservation request in the very beginning. It is a control tool
used in the reservation section to discourage fraud. Sometimes, its also termed as
booking diary which contains horizontal and vertical lines with necessary information
on which everyday booking record could be written down.
The booking diary is kept by front office manager on his table as a ready reference of
booking for one particular day. Reservation assistant are responsible to fill the diary
record of information on reservation request and other reservation details in the diary
for the front office manager.
Purpose for Hotel Diary

Hotel diary is a small but very effective format that helps the front office manager or
his assistant to obtain the following:
i) To see the number of guests/clients seeking reservation.
ii) To know the type and the number of rooms requested.
iii) To establish the room rate
iv) To allocate room numbers
v) To determine the agencies and resources offering business
vi) To know how and when the booking was made.
8.2. Official diary information

All the essential data related to the organization operations is entered in the diary under
the event day. A good illustration for this aspect is a hotel diary. The following
information should be contained in a hotel diary:
i) Name of the guest
ii) Date of the booking
iii) Rate desired
iv) Length of proposed day
v) Any special remarks
vi) Type of accommodation requested
vii) Mode of reservation used
viii) Number of rooms required
ix) No. of pax
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The appearance of a hotel diary is as shown below
Table 5: Appearance of a hotel diary

S/No Name Room Room No. of Source of Date of Spend
type rate reservation reservation bookings place
The information obtained from the hotel diary is as follows:

 To know the number of reservations that are conducted
 To get a brief idea about type of rooms as well as number of rooms that are
requested
 To verify and allocate room number to guest
 To find out who are the actual resource of reservation that are giving business
to our organization
 To have a clear idea about date of bookings and mode of bookings.
8.3. Diary data harmonization

Data harmonization is an approach to improve data quality that is meant to improve the
effectiveness of the operations. It includes creating a single source of truth. It’s done by
extracting data from different sources.
Diary data harmonization means getting a single window view of everything and
anything that supports ongoing decision making. Including financial information and
business performance. Once the data from the diary is harmonized, it’s been cleaned,
sorted and aggregated to improve a complete picture.
In addition, diary data harmonization goes one step ahead and involves cleaning data
to remove any inconsistence and inaccuracies from various sources of data. It tries to
create complete cohesive pictures.
Benefits of successful diary data harmonization
i) Enhances quality and utility of business data
ii) Enhances quick and inexpensive deployment of raw and advanced techniques
to improve the quality of services.
iii) Maintains consistence
iv) Bars an individual from creating a fraud.
8.4. Official diary information analysis

A daily dairy is a primary source of data. This data needs to be synthesized to provide
the actual picture of operations as per organizational and work place policies. The
following are steps followed to analyze the content of a diary;
i) Sample selection of information in accordance to a given criteria offered by the
organization.
ii) Arrange data according to the theme.
iii) Code the text in accordance to the selected theme.
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iv) Checking the coding consistence.
v) Draw a conclusion on whether the operations were run as expected.
8.5. Recording official diary information

Information is recorded in accordance to certain specification prescribed by a firm,
organization or a company. These are certain activities that have to be included in the
diary information to keep on track on the operations.
Diary reservation records consist of two main types of activities; the filling of the
original booking and the modification of the bookings because of the charges to
reservation details.
In manual reservation system, the reservation forms or cords and relevant
correspondence are usually filed in chronological order, i.e. according to date of arrival
and then in alphabetical order according to the guest’s surname.
Correspondence and reservation forms are often filed or the recorded according to the
categories described below;
 Sub-section (A) provisional bookings and inquiries; Documents relating to

reservations which have not been confirmed or guaranteed. These bookings
could possibly turn out to be cancellations to no show.
 Sub-section (B)- Confirmed bookings; Documents relating to bookings for
which the guests have physically acknowledged in writing and are due to arrive
at the hotel.
8.6. Approval of diary information

Approval of diary information is done by the organization in accordance to workplace
policy. The diary has to be checked continuously to ensure information jotted in the
diary is articulate to the expectation, aims and mission of the organization.
8.7. Diary updates

Diary updates are done on a daily basis whenever a certain activity or event has taken
place. The updates are accompanied with the date, the nature of activity and the number
of people involved. To some extent it might involve the duration of the time spent.
8.8. Safeguarding official diary

An official diary is always kept by the relevant authority by ensuring its always
confidential and cannot be accessed by the ordinary individual. Failure to safeguard an
official diary it might be subjected to malicious activities that may alter the information
stored in the diary.
Conclusion
The learning outcome covers an area that equips an individual with competencies foe
handling a diary as from inquiry to recording and analysis of information. The unit
further provides procedures that can be followed to have an effective diary.
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Further Reading
Warner, G (2004). In the midst of events; the foreign office diaries and papers
of Kenneth Yourser, February 1950-october 1951
Written assessment
1. Which is not the purpose of a hotel diary
a) To see the number of the clients seeking reservation
b) To address employees
c) To allocate room number
d) To curb frauds
2. Do all diaries have the same format?
a) Yes
b) No
3. What is the intention for harmonizing diary information?
a) To ensure consistency.
b) To generate feasible information.
c) To develop employee skills.
4. What is a diary?
5. Provide three features of a good diary?
6. Define the term diary reservation?
Oral Assessment
1. Do you think an organization needs a diary to monitor its activities? explain
Developing a diary in classroom

 Computers
 Reception desk
 Telephones
 Registers
 Stationery
 Fan
 Heater
 Flower vases
 Paintings
 Wall hangings
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 Signage
4.3.9.5 References
Baker, S, Bradley, p., & Hulyton, J. (2001). Principles of hotel front office operation.
(engage learning EMEA)
Hai-yan, K., &Baum, T. (2006). Skills and work in the hospitality sector. The case of
hotel front office employees in china. International Journal of Contemporary
Hospitality Management.
145
4.3.10 Learning Outcome No. 9: Handle Official Appointments
Learning Outcome No. 9: Handle official appointments
instructions
9.1 Receive appointment need as per SOPs. Activities may be

9.2 Analyze appointment need as per SOPs. carried out in
9.3 Confirm appointment as per the workplace policy. groups or
9.4 Avail appointment feedback as per the confirmation. individual.
4.3.10.2 Information Sheet No4/LO9: Handle Official Appointments
Introduction
The learning outcome covers elements to do with receiving, analysis, confirming’s and
availing feedback of appointment as per Sops and workplace policy.

Appointment: refers to a position to which one is assigned as by the organization to
execute certain critical obligation.
Appointment booking: refers to an arrangement meant to meet someone to discuss a
serious matter.
Appointment diary: refers to the paper-based diary maintained by an administrator.
9.1. Receiving an appointment
An appointment is received through an official appointment letter. The letter of
appointment provides for a certain type of appointment given, the starting date and the
time period of an appointment; the category of the post and the level the starting rate of
salary offer and if increments that are allowable, the scale of increments and the
maximum attainable.
Type of appointments
i) Fixed term appointment; A fixed term appointment is a time-limited appointment
of one year or more. Fixed term appointments do not carry any expectancy of
renewal conversion to any other type of appointment may be extended; under the
condition set by the organization provided, that the total duration of service under
consecutive fixed term appointment does not exceed five years.
ii) Temporary appointment; Temporary appointment is a time limited appointment of

less than one year to meet short-term needs, such as peak workload and other
146
specific time-limited requirements. If the temporary appointments is of less than
one year it may be extended, provided that the total duration of uninterrupted
service under consecutive temporary appointments is less than one year. In all cases,
temporary appointments to be granted to a staff member shall be limited to a
maximum of two consecutive periods of eleven months.
iii) Contract appointment; A contract appointment is established at a fixed or variable

percentage of time for a definite period, terms and condition of employment are
specified in a written employment contract.
iv) Floater appointment; A floater appointment is reserved for use in temporary

employment, pools and may be established at any percent of full time for up to two
year’s duration for non-represented position and 18 months’ duration for
represented positions. A subsequent floater appointment may be established after a
break in service of at least 120 consecutive calendar days. Employees’ holdings
floater appointments; may be scheduled to work or not to work as determined by
the organization.
9.2. Appointment analysis

Appointments are scheduled in a timely manner to maximize efficiency.
Procedure
Access to appointment systems
The administration officer must have access to each employee’s diary to check if
employees are available at particular times. If electronic diaries are not available to
employees, they should record their appointments in a contract location e.g. on a
whiteboard. This helps to ensure staff are not double booked by the administrator.
Scheduling appointments
Administrator officer should check of the availability of the employees in the electronic
diary system or on whiteboard.
Negotiate a time convenient for both the visitor and the employee to meet.
The following details must be included in the appointments entry;

i) Who will go to the meeting?
ii) Where will the meeting be held?
iii) Purpose of the meeting
iv) What time the meeting will be held
v) How long the meeting is planned for?
Employee should enter all appointments into the electronic diary or on the whiteboard
as well as personal diary. The appointment entry should include the followings;
i) Names of persons
ii) Appointment venue
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iii) Nature of appointment
iv) Approximate time needed for appointment
Recurring Appointments
Enter recurring appointments in the diary system for the entire period in which they
will take place.
Arrival of external parties for appointments

Office administrator has the following roles;
 When a visitor arrives for an appointment, tick their name in the appointment
diary.
 Ask the visitor to take a seat in the waiting area and inform the relevant
employee of their arrival
 When the employee is available, give the visitor direction to the relevant office
or work area.
Late appointment
The administrator officer; If a visitor arrives late at the appointment, check the
employee’s diary for the next appointment.
If there is little time available, inform the employee of the visitor’s arrival and their
next appointment. It is up to the employee to decide how much time to spend with the
visitor.
9.3. Confirmation of an appointment

An appointment is confirmed when the relevant authority has made a justification for
the need to fill a certain void or vacancy. The selected can be guaranteed for an
appointment letter or confirmation letter.
Appointment letters: These are letters mainly given to candidates as a job after letter
or if they are new to the organization. But before appointment letters are sent out,
employer usually first have to see if the applicant is happy with the offer their
organization is giving. If they are, then appointment letters are sent out to them to assign
a job.
Confirmation letter: These letters are mainly given out to probationary employees
who have successfully completed their probationary period. They are used to confirm
the job of the new employees who are now receiving a confirmation letter is often good
news for probationary employees because that means that they will move to a more
permanent contract
148
9.4. Appointment feedback
If unsuccessful employee applicant fails after hiring decision has been made in a
competition. He/she has a right to get feedback and request a review of the appointment
decision to determine why the employee or applicant was unsuccessful and determine
the merit that was applied in making the appointment.
Stages of obtaining appointment feedback

1) Step one
Once an appointment has been made and the employee has received a regret
notification. He/she has 5 calendar days following the receipt of the notification of
request feedback from the hiring manager. This can be done by email, phone or an
arrangement to meet the employee, then the second step is the next the employee will
opt for.
2) Step two
If the employees are not satisfied with the feedback provided, then within 5days at the
calendar of receiving feedback from the hiring manager in step one. The employee can
exercise the right to go to the deputy minister responsible for the position and request
an internal inquiry. The request must be submitted in written and clearly outlining
reasons why the proposed appointment was not based on the principle of merits and
was not the result of the process designed to appraise the knowledge, skills and abilities
of eligible applicants. The deputy minister will review the appointment and feedback
provided.
Conclusion
The learning outcome identifies different types of appointment. It further equips the
learner with competencies of acquiring an appointment and making an analysis of the
appointment by following a given procedural criterion.
Further Reading
Kuriana, J. and Melek, W., ALPHA GLOBAL, Inc, (2006), Dynamics Scheduling tool
for office appointments management. Us, Patent Application 11/082,681
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Written assessment
1. Can a contract be an appointment?
a) Yes.
b) No.
2. Which of the following is a time limited appointment?
a) Fixed term-appointment.
b) Temporary appointment.
c) Floater appointment.
d) Contract appointment.
3. What is the purpose for appointment?
a) Replacing the employee.
b) Employing a casual worker.
c) Evaluating employees.
4. Who appoints employees in an organization?
a) Government.
b) Clerk.
c) Experts.
d) Employee.
5. Define the term appointment
6. List the 4 types of appointment
7. What is a contract appointment?
Oral Assessment
 Is all appointment conducted fairly?
 Role playing participants acting as employees and others acting applicants.

 Computers
 Reception desk
 Telephones
 Registers
 Stationery
 Fan
 Heater
 Flower vases
 Paintings
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 Wall hangings
 Signage
4.3.10.5 References
Aberbach, J.D and Rockman, B.A, (2009). The appointments process and the
administration presidency. Presidential Studies Quarterly.
Oppeheim, gene hr, James J. Bersman, and E.C. English. (1997) “Failed appointments
a review”. The journal of family practice 8, no.4. (pp789-796).
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CHAPTER 5: OFFICE MAIL MANAGEMENT/ MANAGEMENT OFFICE
MAIL
5.1. Introduction
Office mail management unit is a core unit offered in TVET level 6 qualification for
office administration. This unit specifies the competencies required to manage office
mail. It includes managing, classifying and filing incoming mail; distributing office
mail; receiving, classifying, recording and dispatching outgoing mail. The relevance of
office mail management to TVET level 6 curriculum is to develop individuals who can
ensure efficient flow of mail, documents and files, thereby leading to effective
administration through flow of information in and out of institutions in private sector
and government.
The Critial aspects to be covered in the unit include; assigning mail handling duties to
the office messengers, sorting office mail, date-stamping incoming mail, recording
incoming and outgoing mail, matching incoming mail with relevant files and
attachments, giving folios for incoming mail, maintaining a register for mail, sorting
outgoing mail, classifying out-going mail, identifying out-going mail recipients’
addresses, identifying methods ofdispatch, determining and affix postage stamps. Basic
reasources required include; computer, office accessories and organization chart. The
unit of competency covers eight learning outcomes. Each of the learning outcomes
presents; learning activities that cover performance criteria statements, thus creating an
opportunity to demonstrate knowledge and skills in the occupational standards and
contents in the curriculum. Information sheet provides; defination of key terms, content
and illustrations to guide in training. The competency may be assessed through written
tests, demonstration, practical asignment and case study. Self assessment is provided at
the end of each learning outcomes.

Manage office mail by classifying, filing, distributing, receiving, classifying, recording
and dispatching office mail as per SOPs, the organizational requirements, workplace
policies and procedures, method of dispatch and the instructions of the in-charge.

a) Manage incoming mail
b) Classify incoming mail
c) Distribute office mail
d) File incoming mail
e) Receive outgoing mail
f) Classify outgoing mail
g) Record outgoing mail
h) Dispatch outgoing mail
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5.3.2. Learning Outcome No. 1: Manage Incoming Mail
Learning Outcome No 1: Manage Incoming Mail
Instructions
1.1 Determine frequency of collecting mail from the postal Role play
office as per the organizational requirements Sample mails bags
1.2 Identify office messenger as per the SOPs are provided
1.3 Identify office keys and authority card responsibility as per
SOPs
1.4 Submit to the messenger mail box keys as per the SOPs
1.5 Facilitate transport means as per the workplace policies
1.6 Collect mail in mail bags as per the workplace polices
1.7 Deliver mail to the registry/office as per the SOPs
1.8 Identify mail handling equipment as per the workplace
procedures
5.3.2.2. Information Sheet No. 5/ LO1: Manage Incoming Mail
Introduction
This learning outcome involves understanding collection and delivery of mail, handling
equipment, frequency of collecting mail, office messenger identification and
identification of office key and authority cards as per the organizational requirements,
Standard Operating Procedures (SOPs).

Standard Operating Procedures (SOPs): It is a written procedure stipulated for
repetitive use as a practice, as per agreed specifications which are aimed to obtain a
desired result.
Mail: It is a public service through which letters/posts/packages are assembled and
delivered.
Postal office: It is a public department or conglomerate which is responsible for
services delivered in postal and telecommunications.
Equipment: It refers to any necessary tools/items to do a particular job.
Messenger: refers to someone who delivers a message or documents from one
individual to another.
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1.1. Frequency of collecting mail from the postal office is determined as per the
organizational requirements
Frequency of collecting mail from the postal office varies according to the weight of
mail, classification and where the mail is delivered to. In addition, frequency of
collecting mail is also based on urgency of the mail to be delivered at a desired
location/point.
a) Classes of mail
First-class mail: Entails business reply mail, invoices, correspondence and statements
of account among others. First-class mail is closed against inspection which are done
in the postal office. Mails in first-class are delivered within a duration of 72 hours.
Priority mail: Priority mail encompasses all first-class mail which are above 13 ounces
and are delivered within 48 hours.
Express overnight service: This service is made reliable since mails are delivered very
fast. However, it is very expensive and should be used in the most intense
circumstances.
b) Location of delivery point

Location of delivery point also determines frequency of mail collection from the postal
office. For instance, if someone is residing within the town where postal office is
located, their mail will be collected and delivered to them within the shortest time
possible as compared to people who live in the upcountry.
c) Weight and volume of mail

The volume and weight of mails received in the postal office affect the frequency of
mail collection. This is because a lot of time will be consumed to weigh them.
Moreover, arranging them if they are in bulk is very tedious thus taking a lot of time to
do so. This in turns affect the frequency of collecting mail from the postal office.
1.2. Office messenger is identified as per the SOPs

A messenger is a person who picks up and transport letters and parcels among other
things from one place to another. For example, carrying documents between
departments within an organization or business. When looking and identifying for an
office messenger, you must consider various characteristics such as his/her credibility,
trustworthiness, empathy, endorsement and identification among others.
In case you are identifying a good office messenger for an education institute, the
following criteria is used;
i) He/she must portray service orientation.
ii) He/she must be able to speak with other people and convey information required
effectively.
iii) He/she must be active in listening.
iv) He/he must be able to make judgment and give sound decision.
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v) He/she must be able to manage time.
vi) He/she must be able to read comprehension, sentences and understand them
correctly. This will enable him/her to deliver clear message to the specified person
or department.
1.3. Office keys and authority card responsibility identified as per SOPs
In every organization, office keys and authority card are highly protected. this is mainly
done to prevent unauthorized people from tampering with vital items in the office and
within the organization in general. For instance, if office keys at postal office are
mishandled, unauthorized individuals will automatically tamper with documents and
labels which contain vital information for companies, government and private sectors
among others.
To avoid such cases, a trustworthy person is hired to take care of office keys and to
ensure that they are only given to the right person and returned back in the evening after
day activities. This will hinder cases of letters and parcels being mishandled or
information exposed to enemies. Take an example, where the Kenya Defense Force
documents which contain top secret of the country security are landed into the hands of
Al-Shabaab as a result of office keys being handled by irresponsible individuals. It
means that the Al-Shabaab group will have in details of the plans of Kenya Defense
Force. As a result, Al-Shabaab group will ultimately win the war against Kenya
Defenses Force.
In this regard, office keys must be handled with care to prevent such issues.
1.4. Mail box keys are submitted to the messenger as per the SOPs
Mail box refers to a public box where outgoing mail are deposited. Mailbox keys refers
to the keys which are used to open mailbox. Mailbox keys are supposed to be submitted
to the right messenger as per the Standard Operation Procedures. By submitting the
mailbox keys to the appropriate messenger will ensure that the incoming mail are highly
protected. This is because no any other person will be in a position to access the mailbox
apart from the one who is authorized by the organization.
In addition, submitting mailbox keys to the messenger as per the Standard Operating
Procedures will help in minimizing cases of people losing mailbox key. This means that
time which might be consumed to obtain another mailbox key will be avoided
completely. On top of that, you will be sure that your letters and other items delivered
through postal office are safe since mailbox keys are handled by the right messenger
who is trustworthy and honest.
1.5. Transport means are facilitated as per the workplace policies

Transport or transportation refers to the movement of goods from one region to another.
Transport means of mail are facilitated as per the workplace policies. Some workplace
policies may refer air transportation, ground transportation, water transportation,
network, terminal handling and lased trailer.
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a) Air Transportation
Air taxi – air taxi contracts call for the transportation of mail through aircraft which is
operating between two or more specified ports. In some circumstances, air taxi
contracts may use the entire aircraft for transporting mail.
Air system – air system contracts call for the transportation of mail between two points
only.
Air network – air network transportation contracts call for the transportation of mail
through an aircraft as long as they are located where hub transfers are used.
Air segment – these contracts call for the transportation of mail between an origin and
delivery point as specified by the postal service.
Surface aircraft – this means of transportation calls for the airlifting of surface mail to
the location of delivery point.
b) Ground transportation
Highway – highway transportation refers to the surface transportation of mail. Service
offered through highway transportation may be between two or more allocated point.
Highway transportation contracts uses vehicles which are designed for that particular
purpose.
Rail transportation – rail transportation contract calls for delivery of mail through rail
carrier. This contract may serve several destination segments.
Amtrak transportation – this contract mainly involves transportation of mail from
one place to another through Amtrak passenger train network.
c) Water transportation
Domestic inland water – this contract calls for transportation of mail using vessels
between two or more points within a duration of 48 hours. Its disadvantages are that it
only serves cities or destinations along the coastal line or sea line.
International Ocean – this contract engages countries which are surrounded or
boarded by coastal line. Mails are delivered across the world from United States of
America, Australia, African countries along coastal line among others.
Other means of water transportation contract is domestic offshore water
d) Ground transportation network

This contract calls for transportation of mail using ground truck operations. It may also
entail ancillary terminal which handles and deliver mail as specified by the postal
service.
1.6. Mail is collected in mail bags as per the workplace polices

A mailbag or mail pack is a non-exclusive term for a kind of sack utilized for gathering,
conveying, arranging and grouping various sorts of postal materials, contingent upon
its need, goal and method of transportation. It is mainly used by mail station framework
in shipping various mail. The mail bag is usually carried by mail carrier or a mobile
post office to a single private mail bag were specialized in a manner which you can lock
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them after inserting a mail. These private mail bags were meant to be delivered at a
specified location.
Types of mail bags

a) Mail sacks – this is classified as a lower security mail bag. It is used to carry second-
, third- and fourth-class mail. It lacks locks which means that mails are not secured at
all.
b) Mail satchel – this is a device letter carrier which is used to put mails while
delivering them to personal home and businesses.
c) Mail pouch – they are made of strong material with a lock at the top which prevent
outsiders from accessing mails.
d) Catcher pouch – this type of mail bag is commonly used when sending mail through
railway post office.
Others examples of mail bag include mochila and portmanteau among others
Every organization collect mails using a specified mail bag to avoid their mails from
landing into unauthorized person. If they want their mail to be highly secured, they can
use mail pouch instead of mail sacks
1.7. Mail is delivered to the registry/ office as per the SOPs

Registry is a place where official records are kept for security purpose. Mail can be
delivered to the mail registry or office through electronic form and paper documents.
In paper documents, you are supposed to deliver mail either by yourself or you can send
someone on your behalf to deliver them. When you deliver it through paper documents,
always the sender is responsible for documents which are delivered.
In form of electronic, mails are sent through an e-mail or by fax directed to the registry
office. When using electronic form, you must submit the mail before the deadline so
that it will be printed within the stipulated time and date. However, mails which cannot
be identified and having different content are treated as undelivered mail. It is also
advised not to send mail through electronic form if they contain confidential
information without restricted password to avoid leakage of information. In regards to
this, every mail should be delivered to the registry office according to the Standard
Operating Procedures.
1.8. Mail handling equipment is identified as per the workplace procedures

There are various types of equipment which are used in the mailing industry such as;
envelope, printers, pressure sealers, folder and tabbers among others. Depending with
workplace procedures, mail handling equipment e.g. address and envelope printers are
built to increase the speed and efficiency of printing – it also aids in minimizing errors
which might have occurred if you are using manual method.
Tabbers help to save time and resources in the mailroom. Tabbers save time because
they apply automatic seals to a wide piece of a mail letter and booklets among others.
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Folders and inserters plays a key role by folding a sheet of paper, inserting it to envelope
and sealing it.
As a result, it is important to identify an appropriate mail handling equipment as per the
workplace procedures.
Conclusion
The trainee will have adequate knowledge and skills on what is required to ensure that
mail is secure, office equipment is well maintained and entry to offices is efficient and
secure. The learner will also be in a position to identify the correct mail bag when
sending his/her mail for security purpose.
Further Reading
https://sites.google.com
https://www.dictionary.com
https://www.mckinsey.com
Written assessment
1. Which of the following is not a type of mail bag?
a) Mail sack
b) Mail pouch
c) Mail box
d) Catcher pouch
2. Which of the following is a false statement?
a) Office messenger must be active in listening.
b) Messenger refers to someone who delivers a message.
c) Office messenger must be able to manage time.
d) Mail refers to public department through which postal services are delivered.
3. Mails can be transported through the following means, except?
a) Air transportation
b) Water transportation
c) Ground transportation
d) None of above
4. The following are characteristics of a good office messenger, except one, which one?
a) Trustworthiness
b) Fraudster
c) Credibility
d) Endorsement
5. Which of the following is a mail handling equipment?
a) Tabber
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b) Table
c) Weighing balance
d) Mochila
6. Give different types of mail bags
7. Define Standard Operating Procedure
8. What is the role of the office messenger?
9. Name two types of mail transportation
10. Give three types of equipment used in handling mail
Oral Assessment
i) Describe how you can identify a good messenger
ii) Explain two methods of delivering mail to the registry/office
i) Draw different types of mail bags
ii) Make model of mail box
Project
i) Take trainees to the museum to see various models of mail bags.

 Mail room table
 Addressing machine
 Office glue
 Pin remover
 Stapler
 Opening knife
 Stationery
 Sorting trays
 Date/time stamp
 Franking machine
 Paper punch
 Composite machine
 Registers
 Signage
 Organizational chart
 Computer
 Textile materials
5.3.2.5. References
Gentry, N.K, Nsieh, R, &Ngayen, L.K (2016). U.S Patent No. 9,387,928. Washington,
DC: U.S Patent and Trademark Office
159
Wiley, G.S., & Wiley, P. (2018). U.S Patent No. 9,926,108, Washington, DC: U.S
Patent and Trademark Office
160
5.3.3. Learning Outcome No. 2: Classify Incoming Mail
Learning Outcome No. 2: Classify Incoming Mail
Instructions
2.1 Receive incoming mail as per the SOPs Role play

2.2 Sort office mail based on the type (confidential, urgent, Sample mail
very urgent) register
2.3 Open incoming mail as per the SOPs Sorting table
2.4 Remove content of the mail as per the SOPs
2..5 Record incoming mail based on (date, reference number,
subject) as per the organization requirements
2.6 Date stamp incoming mail as per the workplace
procedures
5.3.3.2. Information Sheet No. 5/ LO2: Classify Incoming Mail
Introduction
In this learning outcome the trainee train on opening incoming mail, removing content
of the mail, recording based on (reference number, date, subject), and stamp incoming
mail based on the required standards.

Standard Operating Procedures (SOPs): This are written instructions that explains
how to perform particular task repetitively.
Confidential: Refers to secret or private, frequently in a formal corporate or in a
military situation.
Mail: The letters or documents, parcels among others which are delivered to a particular
address or person.
Reference Number: Is an imitable identifier which is allocated to a financial
transaction especially those that are done via a credit card.
Official Mail: Refers to a mail sent by a governmental agency and usually has some
indicators to show that it is official.
2.1. Incoming mail is received as per the SOPs
Office correspondence refers to communication which takes place within and outside
an organization. It occurs via writing letters, notice or even circulars. Any form of
written via post office or by using an office messenger is known as a mail. When mail
is obtained from a different source it is referred as an incoming mail. Proper handling
of such mail from a different source is very crucial because they might create a serious
problem if they fall on the hands of wrong people. As a result, any incoming mail should
be handled with great care and with speed and accuracy.
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Receiving incoming mail is a crucial step because if you mess on this step will
automatically display the information which are on private and confidential letter.
Generally incoming mails may be obtained once or twice in a day. The mail is delivered
by a person who is in charge of a post office called a postman. In case the volume of
letters and documents are large and heavy a post box is leased in the post office. Then
an office person is instructed to pick the mail from the post office received by
messengers from the post office.
In large companies they have a place where mails are received. This room is known as
a mail room. The advantage of creating mail rooms in large companies is to enable
postal workers to access them easily without interfering with the daily working of the
company/registry. Mostly mailroom is aided by mailroom equipment to handle
incoming mail. However, receiving incoming mails depends on the standard procedures
of an institute.
2.2. Office mail is sorted based on the type (confidential, urgent, and very urgent)
Sorting of mails or letters refers to grouping of mails on definite orders. Generally,
mails and letters are grouped according to their nature, content and sometimes based on
the destination. Moreover, office mail is grouped according to their confidentiality and
urgency. If the letter is very urgent it is given the first priority where the mailroom
worker groups and sorts them first so that they can be delivered to the specified registry
in an organization or outside.
If the company receives a big number of incoming mail, they use rotary sorting unit to
enhance speed and accuracy. Though you can sort incoming mail in an office after
opening them, it is advisable you sort them before opening so that you can separate
confidential and private mails from the ordinary ones. Urgent mails are usually placed
on the top of the package. Then followed by mails which are sent through courier,
private and confidential mails follow and any other correspondence is packed being
last.
In most cases the institute has specific rules to follow when handling cheque and
invoices. Mostly the invoices are directed to the department dealing with accounts or
to the nominate person. (Cacace-Bailey Winkleman vitale &Beck, 2003)
2.3. Incoming mail is opened as per the SOPs

After the confidential, urgent and very urgent mails have been sorted they are taken to
the specific department. The opening of incoming mail is done mostly by the head
office, head clerk or the mail workers. However, the above-mentioned people are
allowed to open all mails except envelopes which are indicated personal and
confidential. These mails are directed to the owners so that they can open them. In a
large corporate where mails are sent in large quantities, an electric envelop opener is
used to trim, a narrow strip off where the letter containing the content is taken out. The
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electronic envelop opener is designed in a way that it will trim only on top of the
envelope to avoid risks of destroying the content of the envelope. Additionally, to
reduce the chances of destroying the content of the envelope you are supposed to tap it
on the table before using an electronic mail opener.
Safety precautions to take when opening an incoming mail

Office workers are supposed to take care when opening envelopes received via mails.
This is because some envelopes might be having dangerous mail which may cause
death. As a result, office workers are supposed to wear gloves and face masks so that
they may be protected from airborne diseases. In addition, when handling incoming
mails, you should avoid touching your mouth. This will help you to be free from germs.
Also wash your hands using a disinfectant soap to avoid coming into contact with the
germs. It is also advisable not to handle incoming mail that you suspect it may contain
dangerous substances in accordance to the United States postal services. Centers for
disease control and prevention (CDC) pinpoints that “characteristics of suspicious
letters and packages include inappropriate or unusual labeling. Strange return address
or no address, excessive packaging materials and others. If a package appears
suspicious.it should not be opened. The package should be handled as little as possible.
The room should be vacated and secured promptly and security agencies notified
2.4. Content of the mail is removed as per the SOPs

After the envelope has been opened, the content is removed and scrutinized to ascertain
that the department where the mail has been sent is correct. Additionally, enclosures
are verified and noted at the margin of the letter to ensure that all mail sent such cheques
and money order are received by the right person and the sender is notified about the
missing enclosures.
Also each letter is checked whether it contains signature and address number of the
person who sent. If both are missing you are supposed to attach the letter in front of the
envelope so that it can be sent back to the sender
2.5. Incoming mail is recorded based on (date, reference number, subject) as per
the Organization requirements
Various organization record their incoming mail using different methods. Some record
them based on the day they were received in the organization, others based on the
reference number, subject and document numbers among others. Before recording of
incoming mail on the register, scrutinizing of letter content is done to make sure that
the mail is directed to the correct department. The mail register contains: Reference
number/serial number, nature of the contents, subject, and date of receipt remarks etc.
Reference number is included in the registry because it is a unique number which
identifies a mail. Moreover, the reason for registering incoming mails based on mails
and serial numbers is to make sure that you retrieve them easily if they are needed
urgently. It helps a person who is reading them to be organized, systematic and
transparent in his work.
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Format of recording incoming mail
All dates on the register should be recorded according to the organization requirement
as follows dd/mm/yyyy; e.g. 13.11.2018.
Time which the mail was received should be recorded in 24hr clock system instead of
using the 12-hour clock system.
Reference number/serial number should be exactly on the mail item.
2.6. Incoming mail is date stamped as per the workplace procedures

Incoming mails is date stamped as per the workplace procedures. Date stamping is done
on the mail after they are scrutinized and recorded. Sometimes the date when the letter
was received and time of delivery is stamped. In most cases of stamping of mails a
stamp is designed in a way that it contains the serial number, the date etc.
This helps in classification of mails in a chronological way since they contain date and
reference number. After the emails have been stamped, they are taken to the concerned
department via messengers. In an advanced organization a conveyor or Pneumatic table
is used to distribute them.
Conclusion
The learning outcome will ensure the trainees understands how to deal with incoming
mail from the point of receipt, to recording and finally stamping the mail to ensure
proper and clear records are kept. This process is important for the efficient flow and
recording of office mail and information. This is aided by recording incoming mail
based on the date they were received, serial number, sender name address, content,
subject and initials of the officer accompanied with the date. By doing so, there will be
efficient flow and recording of office mail and information.
Further Reading
Article written by Arkupal Acharya, “What are the various steps used in handling of
incoming mail in an office?”
YouTube; https//www.youtube.com/?v=LBYACQXZSARM
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Written assessment
1. Which of the following is not a type of mail?
a) Confidential mail.
b) Urgent mail.
c) Very urgent mail.
d) Date stamp mail.
2. The following are precaution to consider when handling incoming mails. Which one
is not?
a) Wear gloves when handling mails.
b) Cover your face with a face mask when handling mails.
c) Avoid touching your mouth and face when handling mails.
d) Wash your hands before handling mails.
3. Which statement is correct when opening incoming mails?
a) Mail worker should open personal mail.
b) Mail room worker is allowed to open all the mails except confidential letter.
c) An envelope opener is used to trim the contents of the envelope when opening.
d) To increase chances of cutting the contents tap each content on the table before
placing it on the opener.
4. Sorting of incoming mail is mainly based on the following elements except?
a) Urgency.
b) Confidentiality.
c) Class e.g. first class, second class.
d) Company.
5. Which of the following is an appropriate equipment to open a mail?
6. The area where large numbers of incoming mails are processed is known as?
7. The type of written communication which takes place within and outside the
organization is known as?
8. Any form of written communication which is sent via the post office or by using an
office messenger is referred to as?
9. Which type of Unit Company is used when they receive a large volume of incoming
mail to enhance speed and accuracy while sorting?
10. Mailroom worker/Clerk is allowed to open all mail except?
Oral Assessment
1. Describe precautions to take when opening incoming mails.
2. Describe the importance of recording incoming mail based on date and reference
number.
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1. Ask the student to demonstrate precaution they are supposed to take when incoming
mails?
2. Provide opening
3. Students with registers to record incoming mails following particular procedure
based on date, reference number subject, content etc.
Project

 Computer
 Mailroom table
 Sorting trays
 Date/time stamp
 Office glue
 Pin remover
 Stapler
 Paper punch
 Opening knife
 Registers
 Stationary
 Signage
5.3.3.5. References
Cacace-Bailey Winkleman vitale and Beck,C.A,(2003). US.Patent

no.6,508,365,Washnton DC:US patent and trade mark office.
Cacace-Bailey Winkleman vitale and Beck,C.A,(2003). US. Patent no.6,508,365,
Washnton DC. US patent and trade mark office
Handed W. (1979) normative expectation and the emergence of meaning as solutions
to problems: Convergence of structural and interactionist views. American journal of
sociology 84(4)855-881
Incoming mail procedures https://www.google.com/url
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5.3.4. Learning Outcome No. 3: Distribute Office Mail
Learning Outcome No. 3: Distribute Office Mail
Instructions
3.1 Match incoming mail with relevant files and attachment as Role play
per the SOPs
3.2 Present incoming mail to the in-charge as per the
organization structure
3.3 Mark incoming mail by the in-charge based on the subject
as per the organization structure
3.4 Deliver incoming mail back to the office administrator who
acts on it as per the instruction of the in-charge
3.5 Record and circulate incoming mail to relevant officers as
per the instructions of the in-charge
5.3.4.2. Information Sheet No. 5/ LO3: Distribute Office Mail
Introduction
This learning outcome covers; matching incoming mail with relevant files, presenting
the incoming mail to the in-charge and to relevant members of staff and recording and
circulating incoming mails as the procedures of an organization, structure and
instruction of the one in charge.

Standard Operating Procedures (SOPs): Refers to specific procedure in your
operation that describes the tasks which are necessary for you to complete a particular
job as per the industry regulations as well as per the financial law.
Officer: A person who has a position of authority.
3.1. Incoming mail is matched with relevant files and attachment as per the SOPs
After the incoming mail has been processed in terms of opening, they have to be sorted
and afterwards taken to specified personnel. Matching incoming mails with relevant
files mainly depends on the procedure that a firm follows. For you to be in a position
to do so you must be aware of all the procedures that a particular organization follows.
Based on the size of the firm you will be required to match incoming mails based on
the subject, content and sender’s address. Additionally, you may match them based on
the type of incoming mail such as confidential, urgency and if they are just ordinary
mails in accordance to Standard Operating Procedures. (SOPs). In case of urgent mail,
167
many organizations prefer giving them priority to match them first with relevant files
and then followed by confidential/personal mail and finally ordinary/correspondence
mails are matched being the last ones. When dealing with cheques and invoices mails
most firms have rules on how to handle them from other incoming mails. They enquire
the mailroom workers to take them to the accounts department where they will be
matched with other invoices and cheques respectively. This will help minimize
confusion which might occur if they are just mixed with other incoming mails without
categorizing them.
Importance of matching incoming mails with relevant files and attachment as per
SOPs
1. It saves time when retrieving a particular mail from others.
2. It aids on tidiness of an office.
3. It minimizes chances of making errors since all incoming mails are arranged and
matched with relevant files.
3.2. Incoming mail is presented to the in-charge as per the organization structure
After matching incoming mails with relevant files and attachment you will be required
to present them to the person who is in charge of incoming mails based on the
organization structure. These mails are presented to the in charge by the post room
operator who is in charge of all incoming and outgoing mails. Apart from post room
operator playing this role receptionist may also act as a mailroom clerk in small
companies and organization. Mostly, the letters are presented to the one in charge in
the morning hours so that they can be acted upon during day time. Mailroom
clerk/receptionist delivers incoming mails to the employees’ desk. The employees’
desks are often designed with letter trays where they place the mail so that they can act
upon them. Letter trays vary according to the type of mail presented. If the mail requires
another person to react on it placed on the pending tray. Then there is an out tray where
mails waiting to be collected is placed. Once the incoming mails are presented to the
one in charge, mailroom clerks, employees and other officers are free to respond to
them based on the subject and content they carry.
3.3 Incoming mail is marked by the in-charge based on the subject as per the
organization structure
Once the incoming mails has been presented to the person who is in charge of them,
they tend to mark them based on the subject in accordance to the organization structure.
The reason for matching incoming mail based on the subject is because the subject line
contains words which grab the attention of the person in charge of incoming mail.
Subject is the best means of achieving high level engagement. This is because it gives
an overview of what you are supposed to communicate via the writing. For instance,
most companies receive hundreds of mails a day, the person who is in charge of marking
them he/she will be interested to see the subject that aligns with what they want. Once
the incoming mails has been presented to the person who is in charge of them they tend
to mark them based on the subject in accordance to the organization structure. The
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reason for matching incoming mail based on the subject is because the subject line
contains words which grab the attention of the person in charge of incoming mail.
Subject is always the best means of achieving high level engagement. This is because
it gives an overview of what you are supposed to communicate via the writing. For
instance, most companies receive hundreds of mails a day, the person who is in charge
of marking them he/she will be interested to see the subject that aligns with what they
want. If the subject line does not match with the requirements of the company it might
go unnoticed. As a result, it is important to write the subject very well and keenly to
capture the attention of the one in charge.
1.4. Incoming mail is delivered back to the office administrator who acts on it
as per the instruction of the in-charge
An office administrator is an individual of an office environment. He/she is responsible
for answering office calls, overseeing appointment schedule, data entry and maintaining
filing systems among others. Moreover, office administrator plays an important role in
the office and within the organization as follows:
i) Welcome guest and direct them to the correct workshop.
ii) Organize venture expectation.
iii) Give managerial help to task groups.
iv) Screen the production staff.
v) Time table gathering and travel game plans for their senior individuals in an
organization.
vi) Perform book keeping assignments including invoicing and budget tracking
vii) Conduct clerical duties such as recording, noting telephone calls, reacting to
messages and planning activities.
After the marking of incoming mail by the person who is in charge ,based on the subject
they are delivered back to the office administrator who will either be instructed to call
the sender or even organize for the meeting or behalf of the person in charge of marking
the incoming mail include: employee, general manager, human resource, human
resource manager among other senior people in the organization Office administrator
is also responsible for greeting visitors and directing them to the appropriate office in
case they were to meet the general manager, human resource manager etc. These are
the main roles why incoming mail are delivered back to the office administrator from
in charge person in accordance with the organization structure.
3.5 Incoming mail is recorded and circulated to relevant officers as per the
instructions of the in-charge
Once the office administrator has acted on the incoming mails that have been delivered
to him as per the instruction of the one in charge, they are recorded and later circulated
to the relevant offices. Recording of the mail is done based on the weight of the subject,
reference number, content, date among others. Recording register is designed in such a
way that they can accommodate all relevant notes for easier retrieving of mails.
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After incoming mails are recorded the office messenger is directed by the officer in
charge to deliver the mail to the relevant offices. Sometimes circulation of incoming
mails to the relevant office is done via a conveyor belt.
Significance of incoming mail circulation is to:

1. Give occasional instruction on action necessary.
2. Note who is to deal with a certain item.
3. Have immediate knowledge on mail received.
4. Determine priorities.
5. Where possible note the correct file number on letter.
Conclusion
This learning outcome is important for the trainee to understand how to match incoming
mail with relevant files and attachments, present it to the in-charge and then process the
mail goes after been presented to the in-charge to relevant members of staff.
Further Reading
https://image.app.goo.g/yxqHa8SUGbZZA4Y89
Written assessment
1. Which one is the significance of circulating incoming mail?
a) Give managerial help to task groups.
b) Welcome guests.
c) Give occasional instruction on action necessary.
d) Hook your audience.
2. The following are factors to consider when writing mail subject line except?
a) Keep it long and descriptive.
b) Hook your audience.
c) Keep it short and attracting.
d) Do not mislead.
3. Office administrator plays the following roles except?
a) answering phone calls.
b) Overseeing appointment schedules.
c) Welcome guests.
4. The following are the importance of matching incoming mail with relevant files.
Which one is not?
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a) Aids in tidiness of office.
b) Saves time.
c) Increases chances of making errors.
d) Minimizes making errors when retrieving documents.
5. Distribution of office mail includes the following except;
a) Matching incoming mail with relevant files and attachment.
b) Present incoming mail to the one in charge.
c) Recording and circulating incoming mail to relevant offices.
d) Making incoming mail by the one in charge.
e) None of the above.
6. Define standard operating procedures.
7. Explain the meaning of the term office administration.
8. Give two responsibility of office administrator.
9. Give one significance of matching incoming mails with current files.
10. Give the importance of circulating mails.
Oral questions
1. Describe the roles of office administration in an institute.
2. Explain the factors to consider when writing subject line for incoming mail.
Practical assessment
1. Engage the student in arranging incoming mail in the institute and matching them
with the relevant files and attachment.

 Computer
 Mailroom table
 Sorting trays
 Date/time stamp
 Office glue
 Pin remover
 Stapler
 Paper punch
 Opening knife
 Registers
 Stationary
 Signage
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5.3.4.5. References
FariboiziE, Zahediferd, m (2012) Email marketing: Advantages, disadvantages and
improving techniques. International journal of e-education, e-business, e-management
and e-learning, (231, 232,)
Hite, J. M, Williams. E. J, Hilton, S.C, &Baugh. S. C. (2006).The role of administrator
characteristics on perception of innovation among public school administrator
education and urban society 38(2)160-187
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5.3.5. Learning Outcome No. 4: File Incoming Mail
Learning Outcome No. 4: File Incoming Mail
Instructions
4.1 Determine file for the incoming mail based on the subject. Role play.
4.2 Assign folio for incoming mail as per the workplace
procedures.
4.3 Punch and file incoming mail in relevant files.
4.4 Save electronic mail in the devices as per the workplace
procedures.
5.3.5.2. Information Sheet No. 5/ LO4: File Incoming Mail
Introduction
This learning outcome involves, determining file for incoming mail, assigning folio,
punching and filing incoming mail in relevant files and saving electronic mail in devices
based on the subject and as per the workplace procedures.

Folio: Refers to a sheet of paper usually folded in half. It also refers to a book made
using large paper and was used in early centuries especially in Europe.
Devices: Are machines which are designed to do a particular purpose.
File: Is a folder which is made for holding loose papers in orderly manner for easy
reference.
Electronic Mail (E-Mail): It refers to digital mechanism which is used for sending and
receiving messages via internet or intranet communication platforms
4.1. File for the incoming mail is determined based on the subject.
File is a folder which is used to hold letters, papers and any other form of documents in
an orderly manner. Files are mainly used in schools and offices for storing these
documents in an orderly way. For instance, in schools, files are used to store history of
the students who joined the school and their performance so that at the end of academic
years, they will be able to award / comment about the behavior of the student.
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In an office files are categorized into four types; simple file, lever arch file, flat file and
two-way file. Each type of file is explained below;
a) Simple file:
This type of file contains thick cover.
Figure 21: Simple file

Source: http://www.yourarticlelibrary.com/office-management/office-record/4-main-
types-of-filemaintained-in-an-office-record/69036
Simple file has two holed in for inserting mail/letter after punching them using a paper
punch. After inserting them, you hold the letters using atag.
b) Flat file
This type of file has two hard covers unlike the simple file which has one sided cover.
it has a clipping system for holding letters tightly.
Figure 22: Flat file

To insert punched paper on the flat file, you have to open the inserted fixers to fix the
paper.
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c) Two-way file.
This type of file is mainly found in the government offices for storing bulky mails.
Government offices include central and state governments and autonomous bodies.
Figure 23: Two-way file

Retrieved from http://www.yourarticlelibrary.com/office-management/office-record/4-main-types-of-
filemaintained-in-an-office-record/69036
d) Lever Arch file

It entails face A, B and C as shown on; http://www.yourarticlelibrary.com/office-
management/office-record/4-main-types-of-filemaintained-in-an-office-record/69036.
This type of file faces A and B are used to insert information which is very clear and
any one can read and understand it. This type of file is thick, hard and heavy as
compared to other files. They are mostly used to file mail vouchers among others.
Bigger copies of stamen are usually stored in this file since they cannot be stored in a
flat file.
Figure 24: Lever arch file
Some offices tend to classify files for incoming mails base on the subjects. This is
because when they classify them based on the subject, they will be in a position to pick
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a specified mail e.g. for a suitable candidate to be an employee or an organization
among others. In addition, when files for incoming mails are determined by subject, it
becomes hard for a person who is in charge of mailroom to get stock while looking for
a particular mail. He/she will only be required to check on the file which holds the
subject of what they are intended to pick.
In an office you will find different files named under various subjects such as; interview
file, casual workers file etc. These creates a conducive environment while working in
an office: bearing in mind that you can retrieve any letter /incoming mail anytime
4.2. Incoming mail is assigned folio as per the workplace procedures.

Folio refers to a sheet of paper usually folded in half. Assigning folio for incoming
mails is usually done as per workplace procedures. Assigning folio for incoming mail
is usually done to ensure that veracity and integrity of all item/ mail is recorded with
regard to a paper –based record. A folio is an archive that is comprised of either single
page or numerous pages.
For multi-page folios, the contained pages inside the folio are called enclosures.
Following is the practice of allocating numbers inside the record.
Importance of assigning incoming mail a folio includes:
a) It accounts for each page and the order in which they are arranged inside the record.
b) It gives foundation of context within the incoming mail.
c) Helps in identifying any gap or missing things from the record.
d) It helps in quoting incoming mails which are found in the record.
However, assigning to a folio for every incoming mail is both time consuming and labor
intensive. As a result, assigning a folio is done to reserve records of incoming mails
that are deemed to be risky.
When assigning a folio for the incoming mail, the following should be observed:
a) Folio number should be recorded in ink.
b) Folio number should be placed in the top right-hand corner
c) New folio added to the record must contain consecutive number
4.3. Incoming mail is punched and filed in relevant files

When incoming mails are received in an office or in any organization, they have to be
stored in an orderly manner for future reference. This is achieved by storing this mail
in a file to make sure that they are safe. For them to be stored in the office files which
includes; simple file, flat file, two-way file and lever arch file, they must be punched
using a paper punched to create holed where these documents are inserted into the file
and tagged.
A paper punch is equipment which is used in offices to make holes in paper. The papers
are placed within the paper punch which contains two protruding pointed edges. These
protruding edges are the ones which makes the hole when force is applied on the paper
punch.
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After making the hole, these mails are then filed on the relevant file based on the subject
but not limited to the content, reference number, date and sender address number.
Reason for filing incoming mail on their relevant files is to avoid confusion which may
arise if you want to retrieve the mail within a specified time.
4.4. Electronic mail is saved in the devices as per the workplace procedures
Electronic mail (E-mail) is a technique for exchanging messages (mail) between
individuals using electronic gadgets. Developed by Ray Tomlinson, email first entered
constrained use during the 1960’s and by mid-1970’s had taken the crosswise over PC
systems, which today is essentially the internet. Some early email frameworks required
the creator and the beneficiary to be both online simultaneously, Just the same as
texting. The present email framework depends on a store - and - forward model. Email
servers acknowledge, forward, convey and store messages. Neither the clients nor their
PC’s are required to be online all the while; they have to associate just quickly, regularly
to a mail server or a webmail interface for whatever length of the time that it takes to
send and get messages.
Types of Electronic mails

a) Newsletter
As indicated by research from clutch, newsletter are the most prominent kind of emails
with 83% of organizations sending them. These messages are ordinarily sent on a
consistent schedule and will frequently contain either content from the organization
blog or site, joins curated from different source or both. A newsletter may likewise
contain upcoming occasions or online classes, news from organization, or different
updates. Regardless of whether you make newsletter /pamphlet content, it should above
all else be pertinent and profitable to your group of spectators.
b) Lead Nurturing
These emails include directing your leads through the sales funnel and changing over
them into clients. The general thought of lead nurturing is that your endorsers are not
yet prepared to purchase from you. The client / organization trust should be fabricated.
This is attainable through the helpful content that you will be conveying these
messages.
c) Milestone Emails
Milestone emails entails birthday emails and company anniversary among others.
Other forms of emails include Survey, Promotional emails, office memo, plain-text
emails etc. Electronic Mail (E-Mail) is saved in devices based on the workplace
procedures. Most people create different files on their computers to save different
incoming mails. For example, based on subject, content, date and time when it is
received. This varies from one organization to another.
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Conclusion
At the end of the learning outcome, a trainee will have gained knowledge and skills
required for creating incoming mail, creating incoming mail files, and folio assignment
and indexing, punching of incoming mail and filing them in relevant files. The learner
will also be enlightened on how to save electronic mail (E-Mail) in devices as per the
Further Reading
http://www.blayneypartnership.co.uk/e-marketing/types-of-emails/
http://www.merriam-webster.com/dictionary/folio
Written assessment
1. When assigning folio for the incoming mail, the following aspects should be put into
consideration except?
a) A folio number should be recorded using ink.
b) Folio number should be placed in the top left-hand corner.
c) New folio added to the record must contain consecutive number.
d) Folio number should be placed in the top right-hand corner.
2. Which of the following statement is false?
a) Electronic mails refer to analogue mechanism of sending messages.
b) Folio refers to a sheet of paper usually folded in half.
c) File is a folder which is made for holding loose papers.
d) Devices are machines which are designed for a particular purpose.
3. The following are types of files which are used in the office except?
a) Mem file.
b) Two-way file.
c) Simple file.
d) Flat file.
4. Which one of the following is not the type of electronic mails?
a) Newsletter.
b) Milestone emails.
c) Survey email.
d) Text mail.
5. The following are significance of assigning incoming mail except?
a) Helps in quoting incoming mails which are found in the record.
b) Gives foundation of context within the incoming mail.
c) It accounts for each page and the order which they are arranged inside the
record.
d) It helps in identifying any gap or missing things from the record.
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6. Define the term folio
7. Give four types of electronic mail
8. What is the role of paper punch?
9. Distinguish between simple file and flat file
10. Who invented electronic mail?
Oral Assessment
1. Describe the procedure of making holes in a paper using paper punch
2. Explain different types of electronic mail
1. Provide Students with Paper punch to practice on how to make holes on paper.

 Computer
 Mailroom table
 Sorting trays
 Date/time stamp
 Office glue
 Pin remover
 Stapler
 Paper punch
 Opening knife
 Registers
 Stationary
 Signage
5.3.5.5 References
Carrol, W. (1989). W Patent No. 4826, 561.Washington, DC. US patent and trademark
office
Green D.M Moody, Ken B., Rohall, S.L, Kellerman, S & Patterson, J (2008). US patent
No. 7359, 936 Washton DC: US Patent and Trademark Office.
Muramatsu, T. (2005) US. Patent Application No. 10/911/616.
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5.3.6. Learning Outcome No. 5: Receive Outgoing Mail
Learning Outcome No 5: Receive outgoing mail
Instructions
5.4 Collect outgoing mail from respective departments. Role play.

5.5 Delivery of outgoing mail to the in-charge as per
organization procedures.
5.6 Sign outgoing mail as per the SOPs.
5.3.6.2. Information Sheet No5/LO5: Receive Outgoing Mail
Introduction
The learning outcome involves; collection of outgoing mail from respective
departments, delivering outgoing mail and signing outgoing mail as per the SOPS. The
outgoing mail mainly entails three stages before it is delivered, to the recipient such
stages include; production, signing and controlling and putting the appropriate address.
Any mail or note taken out of a particular office should indicate the full address and
serial number of the recipient. In this case, the serial number refers to either the file
reference number or the folio number. However, there are certain conditions that should
be followed in the process of receiving outgoing emails, such conditions include;
a) Any outgoing mail must have a title. This is what is commonly known as the
‘Subject line’. It is important to note that titles such as “Security” or “Private”
should be typed on strategic position (most likely at the top and also at the lower
part of the letter to be delivered).
b) The personnel working in the records office should make necessary corrections
on the reference code if the code assigned is inaccurate. Alternatively, the
officer in the records office can also inform the person who prepared the mail
so that he/she can rectify the error made.
c) The mail should be returned to the records office after the action officer has
signs it. This shows that the mail is ready for delivery.
Before the delivery of the outgoing mail to the in charge as per organization procedure
is done, copies are prepared and taken to the records office for filing. During the filing
process, mails are placed subsequently to the folio number. This implies that particular
documents are a filed copy of the outgoing mail. Afterwards, the filed mails are taken
in an interdepartmental correspondence envelope which is found in a huge file and then
taken to the records officer.
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N/B: Duplicates of the original mail are not allowed to accumulate for a long time
before they are filed to prevent backlog in records office. Once the duplicates of the
original mails are submitted to the records officer, they are prepared for delivery.

Standard Operating Procedures (SOPs): It refers to step by step procedures
/instructions given to perform a particular task.
Department: Refers to a part of an organization e.g. school, business etc that deals
with a certain area of work.
1.1. Outgoing mail is collected from respective departments
In most cases outgoing correspondence are taken from different department within an
organization when the incoming letters are being dispatched. In the department, the
outgoing mails are classified into different categories e.g. international letters, mails
that need specific care, private/confidential letter etc. The mails are bunched together
and marked appropriately according to specification. Each department issues a code to
its mail before they are stamped by the actions officer. The coding includes the name
of the department within the organization. Each department that is sending letter pays
some charges to the mailroom. The mails from each department are signed by the head
of the department then placed in an envelope and taken to the mailing department.
Before the letters from any department are delivered, the clerks from each department
must ensure that they pack and issue addresses of the letters accordingly. The outgoing
mails are placed in an envelope that bears the name of the department. All mails from
the department are placed in a tray labeled “outgoing correspondence”. A manager
moves from one department to another collecting mails ready for delivery to the in-
charge person as per organization procedures.
Preparation of outgoing mail delivered to the in- charge person.

Officials in the record office ensure that names, reference number and addresses are
well written. They also ensure that all necessary attachments are incorporated. After
confirmations that the mails are well written, the action officer signs the letter and it is
taken back to the records officer ready for delivery.
1.2. Outgoing mail is delivered to the in-charge as per organization procedures

Sorting of mails
The officers in the records office sorts out the outgoing mails into different groups as
they also take note of what is being delivered. During the process of sorting mails are
categorized according to the purposes they are meant for. For instance, they can be
categorized to be sent to individual, local or internal firms among others. Sorting of
mails is important because at times mails from various departments may be addresses
to the same organization. They can also be sent to the same person. In such a case these
mails are delivered under one cover.
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During the delivery of the outgoing mails, information about the letters is recorded in
the “outgoing mail register” The outgoing mail register is also known as Peon book.
Information of the letters recorded in the peon book includes; the social number of the
letter, subject of the mail, the date the mail was received for delivery, folio number of
the mail, address and form of delivery i.e. through post or by hands. The peon book
also keeps a record of the postage expenses. In this stage, each mail is given a serial
number as it appears at the peon book.
All outgoing mail dispatched to the in-charge by hand are noted down in the dispatch
book. The following information about the letter is noted in this special book:
a) The date of outgoing mail

b) Folio number of the mail
c) Destination of the mail (This can either be a unit, departments etc.
Officials in the records office ensure that the names, references and addresses are well
written. They also ensure that all necessary attachments are incorporated. The officials
also ensure that the pin code given is well written.
Once they are verified by the officer in-charge as per the organization procedure, they
are taken to another step where signature is being put.
1.3. Outgoing mail is signed as per the SOPs

Signing of outgoing mail is the last step of the learning outcome. It controls signing of
outgoing mailing accordance with standard operating procedures.
In most offices, they use Domain Keys Identified mail (DKIM) to sign the outgoing
mail. DKIM allows you to apply a signature on the headers of the mail. It plays a key
role because it helps the recipient to know if the mail was sent by trusted outgoing mail
server
Conclusion
The trainee will understand procedure for receiving outgoing mail, integrity and
confidentiality of outgoing mail, processing of instructions on outgoing mail as per the
organization procedures and SOPs.
Further Reading
www.bvigov,vg/services/procedure-handling-outgoing-correspondence-
filing-and-archiving-purposes.
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Written assessment
1. The Following are conditions that should be followed in the process of receiving
outgoing mail except?
a) Any outgoing mail must have a title.
b) Necessary corrections on the reference code should be done if the code assigned
is in accurate.
c) Mail should be returned to the records office after the action officer has signed
it.
d) Any outgoing mail should not have a title / subject.
2. Officials in the records office should ensure the following are written well in
outgoing mails except?
a) Names.
b) Reference number.
c) Address Number.
3. Outgoing mail are categorized based on the purpose they were meant except?
a) Individual.
b) Local firm.
c) Internal firm.
d) Serial number.
4. Which one of the following information is recorded on dispatch book?
a) Type of outgoing mail.
b) Sender name.
c) Signature of officer to receive the letter.
d) Email phone number.
5. Define standard operating procedures.
6. What is the name of the book where mails which are dispatched by hand are noted
down?
7. Define the term folio.
8. Name 3 Classifications of outgoing mails.
9. Give 3 stages which outgoing mails entails.
Oral Assessment
1. Describe the procedure for preparation of outgoing mail delivered to the in-charge.
2. Explain the criteria which are used when sorting outgoing mail.
Give students outgoing mails to input address number and subject.
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 Computer
 Mailroom table
 Sorting trays
 Date/time stamp
 Office glue
 Opening knife
 Registers
 Stationary
 Signage
5.3.6.5 References
Bandaya, M.T, Sheikha, S.A&Ratherb , J.A(2015) File tracking system for university
of Kashmir: Devign Guidelines and Model implementation.
Durst/jr, R.T & Schmidt. A.C (1989). US Patent No. 48001,504. Washington, DC. US
Patent and Trademark office.
Scannell, N.C Dawson, S, D, Redmond, A. J, Hambert, S. Bares, P. & Clerk A.
(1994).US Patent No 5,377,354. Washington DC US Patent and Trademarrk office.
184
5.3.7 Learning Outcome No. 6: Classify Outgoing Mail
Learning Outcome No. 6: Classify Outgoing Mail
Instructions
6.1 Deliver back outgoing mail to the office administrator who Activities may be
acts on it as per the instruction of the in-charge. carried out as a
6.2 Sort outgoing mail based on the type. group or
6.3 Classify outgoing mail based on the method of dispatch individually
(email, post office, hand delivery, courier service).
5.3.7.2. Information Sheet No5/LO6: Classify Outgoing Mail
Introduction
This learning outcome will involve delivery back of outgoing mail to the office
administrator, sort outgoing mail based on the type, and classify outgoing mail based
on the method of dispatch (email, post office, hand delivery, courier service) as per the
instruction of the in-charge.

Office Administrators: refers to the person who sets day to day activities e.g. financial
planning, billing, logistics etc.
Email: Is a message which is passed from one person (sender) to another (recipient) by
electronic means
Post office: Public department which is responsible for public service.
6.1. Outgoing mail is delivered back to the office administrator who acts on it as
per the instruction of the in-charge
As office administrator has the duty of guaranteeing that the managerial exercise inside
an association run effectively by giving structure to different workers all through the
association; these exercises can run from being in charge of the administration of human
resource manager and records to undertaking the job of administering different
representatives. These obligations can shift contingent on employer and the level of
education.
185
Role of office administrators
a) Facilitate office exercises and tasks to tie down effectiveness and consistence to
organization arrangements.
b) Supervise administrative staff.
c) Manage agendas.
d) Manage phone calls/ respond to email, letters etc.
e) Create and update records.
f) Submit timely reports.
g) Track stocks of the office
h) Helps colleagues whenever they need assistance.
Once the outgoing mails were delivered back to the office administrator from the in-
charge person, he /she may call the people who have requested for tenders, job
applications etc. He /she does so as per the instruction which they receive from the in-
charge person. He/she is instructed to do so because they can perform the task very
well. They are able to perform them effectively because they have the following
qualification;
a) Excellent organizational skills.

b) Outstanding communication skills.
c) Familiar with office management procedures.
d) Have adequate knowledge on Microsoft office.
6.2. Outgoing mail is sorted based on the type

After letters are written very well and addressed appropriately, they are dropped in a
mail box which is found either in a public collection box or in a local post office. Once
the letters are taken in the post office, they are put in a mail processing plant.
In the mail processing plant, a machine is used to separate out the letters according to
shape and size. The machine also helps to arrange the letters in an orderly manner. For
example: the letters are organized in a way that the address appears on the upper right-
hand side. The machine also arranges the letters in such a way that they all face the
same direction.
At this stage all letters are given a post mark, they also get a machine print cancellation
line along the stamps. Thus is very important because it ensures that the letters are not
re-used.
At the back of each mail, a special fluorescent bar code is printed. The address of the
letter is properly scanned by the optical scanner. At this stage, a bar code that represents
the address is displayed at the front side of the envelope.
In case a machine designed to sort the letter cannot read the address, then the mail are
sorted using manual system. When sorted manually, they are based on the subject,
186
confidential/private, urgent, and very urgent and based on the contents though very
rarely.
In the post office there are other processing machines that are used to read bar code on
the letter. The machines also direct mails into bins depending on the code. This is
important because it shows the next processing plant in the area where the letters will
be dispatched. After reaching the bins, mails are separated out into trays according to
the zip code.
Once in the last processing plant, the sorting machine reads bar codes on the mails. The
machines separate out the letters according to the delivery order of the carrier. Lastly,
the mails are taken to the respective post offices. The carriers direct the trays with the
mails to be dispatched.
Importance of sorting mails

1. To categorize letters into their shape / size.
2. To arrange the letters according to their subject for easier identification
3. To ensure the stamp of the letter is facing the right direction.
4. To issue letters with assorting code based on the address
5. To give letters a post mark to ensure that they are not re-used.
6.3 Outgoing mail is classified based on the method of dispatch (email, post office,
hand delivery, courier)
After sorting outgoing mails based on the subject, confidentiality, urgency, reference
number. Among other, you have to dispatch, courier etc. Dispatch them either through
email, post office, hand delivery, courier etc. Dispatch means sending off the letter or
mail to a destination.
Dispatching methods of outgoing mail

Electronic mail.
When sending mail using electronic mail, the sender and the receiver must have
electronic gadget such as android phone, computer etc. It entails sending written letter
or scanned, mail which is initially handwritten to another person through electronic
means.
Post office
Post office is a public department where an individual can send or receive a mail. Post
office offers the following service to the public e.g. acceptance of letters, scales of
postage stamps, parcels and giving of post office boxes. It also offers some other
services such as packaging and stationery. Moreover, post offices provide and accepts
forms from the government e.g. passport applications.
When dispatching mails through post office, you have to pay a certain amount of money
depending on the weight, distance and urgency of the outgoing mail.
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If the outgoing mail is to be delivered to that designated point overnight, you will be
required to pay more money as compared to when you are sending them ordinarily.
Hand delivery
Hand delivery refers to when the sender takes his/ her mail personally. It mostly occurs
when the sender has additional information to share with the recipient. It also happens
when the company allows hand delivery method to offer employment. However, this
method of dispatching mail is time consuming because you have to sacrifice your time
to deliver them personally as compared to when you are using electronic mail or post
office.
Advantage of Hand delivery

a) It is private and confidential because it would not pass through the hands of mail
room workers who might be tempted to open it.
b) More accuracy because you will deliver it to that designated location.
c) It is not a must to have address number of the place where you are sending the
letter.
d) You can deliver very sensitive documents e.g. title deed.
Courier
Courier is a company that deals with the transportation of commercial packages and
letters. Couriers can also be referred to as dispatch rider, mail carrier etc.
Couriers are differentiated from other form of mail delivery because they have unique
features. These features include; speed, signature, security, specialization and tracking
among others. Couriers are more expensive as compared to other forms e.g. standard
mail service.
Mails are classified based on the method of dispatch for easier delivery to their
designated location. This is because if you have already arranges for them e.g. those
you want to be sent through courier, post office etc; you are required to take them during
your free time unlike when they are ungrouped.
Conclusion
At the end of this learning outcome the trainee is expected to understand sorting
outgoing mail, importance of sorting, outgoing mail attachments and methods of
dispatching (based on email, post office, hand delivery, courier) as per the standards.
Further Reading
http://www.google.com/search?q=post+office+meaning&client=ms-opera-mini-
android&channel=new
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Written assessment
1. Which one is not the role of office administrator?
a) Create and update records.
b) Takes mails to the recipients.
c) Submit timely reports.
d) Manage agendas.
2. Which one of the following is a quality of a good administration office?
a) Tracks stocks of office.
b) Manage phone calls.
c) Excellent organizational skills.
d) Supervise administrative staff.
3. The following are classification of outgoing mail based on the method of dispatch
except?
a) Post office.
b) Electronic mail.
c) Hand delivery.
d) Courier.
4. Which one is not an importance of sorting outgoing mail?
a) To categorize letters into their various shapes/size.
b) To ensure the stamp of the letter facing the right direction.
c) To give letter a post mark to ensure that they will not be re-used.
d) To ensure it has a stamp.
5. Which one is an advantage of delivery of mail?
a) You can deliver it without knowing the address of place.
b) It is quite expensive.
c) Time consuming.
d) It cannot be used to deliver sensitive mail.
6. Give two advantages of hand delivery mail.
7. Give four types of classification of outgoing mail based on the method of dispatch.
8. Explain the meaning of E-mail.
9. Give two disadvantages of using post office.
10. Give three qualifications of office administrator.
Oral Assessment
1. Describe four types of classification of outgoing mail based on the dispatch method.
2. Compare and contrast electronic mails and hand delivery mail.
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1. Provide Students with hundred outgoing mails and instruct them to sort based on the
subject, serial number and date delivered.

 Computer
 Mailroom table
 Sorting trays
 Date/time stamp
 Office glue
 Pin remover
 Stapler
 Paper punch
 Opening knife
 Registers
 Stationary
 Signage
5.3.7.5 References
Aynew E.G mohaupt. U.H &Nerpoli .O.g (1994) US Patent No 5,291002 Washington
DC Us Patent and Trademark office.
Hite J.M,Williamd E.J Hilton S.C & Baugh, S.C (2006) The role of administrator
characteristics on perception of innovations among public school administrators.
Education and Urban Society 38(2) 160 -187.
Whittaeker S.& Sidner, C (1997). Email Overload; Exploring personal information
management of email. Culture of the internet, 277-295
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5.3.8. Learning Outcome No. 7: Record Outgoing Mail
Learning Outcome No. 7: Record Outgoing Mail
Instructions
7.1 Identify outgoing mail recipients. Activities may be

7.2 Identify outgoing mail recipients’ addresses. carried out in
7.3 Produce and file copies of outgoing mail as per the SOPs. group discussions
7.4 Record outgoing mail as per the SOPs. or as an
individual.
5.3.8.2 Information Sheet No5/LO7: Record Outgoing Mail
Introduction
This learning outcome involves identification of outgoing mail, identifying outgoing
recipients’ addresses are identified, producing and filing copies of outgoing mail as per
the SOPs and recording outgoing mail as per the SOPs.

Standard Operating Procedures (SOPs): They are guidelines that should be followed
one after the other to help carry out activities within the workplace.
Recipient: Person receiving information.
Mail: Letters containing workplace information.
Outgoing mails: Letters being dispatched from the workplace.
Address: A place where a person is located.
7.1. Outgoing mail recipients are identified
Outgoing mails are letters being dispatched from the workplace or else from the office.
Recipients are the receivers of the outgoing mails
Procedure
The process of identifying outgoing mail recipients involves:
i) Know the content of letter e.g. what does it entail?
ii) Is the content full or some information is missing or is it portraying the message
expected?
iii) In case there is missing information, editing should be done.
iv) The content will now help to know the appropriate recipients.
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Table 6: Example of an outgoing mail
Date Dispatched letter priority Sample Reg. Location Remarks

to
1
2
3
4
7.2. Outgoing mail recipients’ addresses are identified

Addresses are location where the recipients of the outgoing mails are situated. Where
are these outgoing mails sent?
A letter/outgoing mail may be displaying some message but to different people. Ensure
that they go to the right locations.
Importance of identifying recipients address

i) Ensures that outgoing mails are received by the recipients on time.
ii) Correct addresses enhance confidentiality as it is addressed to the right person.
iii) In case of any feedback from the recipients, the organization is in a position to get
it on time.
iv) Identifying addresses helps avoid loss of information.
v) Address help to control access of information. Only the recipient whose applies
appears on the mail can access the information.
vi) Enhances competency in work – people with skills on how to identify outgoing
recipient and their address are delegated to carry out these activities.
vii) Enhances work efficiency since there is competency.
Procedure of identifying outgoing mail recipients:

i) Identify the purpose of the mail
ii) Check whether it is individual recipient/mass group of people will be receiving the
message.
iii) If it is a mass group maybe an institution, organization you can get their addresses
from some places e.g. internet
iv) For individual recipients, check their address on the information they provided in
the workplace. You can also call them to clarification on the addresses.
v) Send the outgoing mails to the addresses provided by the recipients.
7.3. Copies of outgoing mail are produced and filed as per the SOPs
Standard Operating Procedures
They are guidelines that should be followed one after the other to help carry out
activities within the workplace. After identifying recipients and their address, it is
important to keep extra copies of the outgoing mails being sent. These copies should be
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filed and kept in secure places, since some outgoing mails carry confidential
information and if exposed it can lead to security incidences within the workplace.
Importance of producing and filing copies of outgoing mails
i) In case of loss of the outgoing mail before it reaches the recipients, it can be easily
retrieved.
ii) Helps in carrying out data about the outgoing mails sent within a period of time.
iii) Helps to easily access information from the outgoing mails.
iv) Can be used for future reference when sending other outgoing mails e.g. identifying
address.
v) Filing copies saves time when accessing/retrieving information.
vi) Producing and filing copies of outgoing mails enhance efficiency in the workplace.
Procedure for producing and filing outgoing mails
i) Identify the outgoing mails.
ii) Identify a good filing system.
iii) Photocopy two or more copies of the original outgoing mail.
iv) Place the copies in the relevant files.
v) Keep the files in safe places.
7.4. Outgoing mail is recorded as per the SOPs

After identifying recipients, the relevant address, producing and filing copies, it is
important to record all these details. Outgoing mails maybe from the various
departments within the workplace. It is the duty of the secretary in the workplace to
collect all the outgoing mails and their copies from the different department. He/she
should then record these mails to the respective places e.g. book of records, entry books
among others The recorded outgoing mails should then be stored in secure places only
authorized personnel have the right to access this information.
Importance of recording outgoing mails

i) Easy retrieval in case of loss.
ii) Saves time during retrieval/references.
iii) These records can be used as references.
iv) Easy record keeping.
v) Managers are able to evaluate efficiency of work.
Procedure for recording outgoing mails

i) Collect the outgoing mails.
ii) Collect systems or identify the places where they will be recorded e.g. computers,
book of entry etc.
iii) Record them in the identified systems.
iv) Keep the record to secure places.
v) Authorize access to only permitted personnel.
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Conclusion
In this learning outcome, the trainee is expected to have learned how to identify
recipients, how to identify their addresses, produce copies of the outgoing mails and
also record outgoing mails in respective places.
Further Reading
www.yourarticlelibrary.com/office-management
https://definedterm.com
Written assessment
1. The following are importance of recording outgoing mail, which one is not?
a) Inefficiency.
b) Lack of competency.
c) Easy retrieval.
d) Disclosure of confidential information.
2. Outgoing mails can be recorded in the following areas except one, which one?
a) Outgoing mail register.
b) Entry book.
c) Visitors register.
d) Book of records.
3. One of the following is a system where you can get recipients address, which one is
not?
a) Visitors register.
b) Outgoing mail register.
c) Internet/website.
d) Recipient profile.
4. Which one is an importance of identifying recipients’ addresses?
a) Inefficiency.
b) Reduces loss of information.
c) Lacks competency.
d) Exposes confidential information.
5. What is mail?
a) A person receiving information.
b) Letters containing workplace/individual information.
c) Letters being dispatched.
d) Guides to be followed within the workplace.
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6. One of the following is a procedure for identifying outgoing recipients except one,
which one?
a) Identifying the purpose of the mail.
b) Recording outgoing mail.
c) Producing copies.
d) Keep copies in file.
7. The following are importance of producing and filing copies, which one is not?
8. What is an outgoing mail?
9. Who is a recipient?
10. Define the term address.
11. Where can outgoing mails be recorded?
12. Where are recipients’ addresses identified?
Oral Assessment
1. Highlight the procedure for identifying recipients.
2. Give the procedure for producing copies and filing outgoing mails .
1. Draft an outgoing mail.
2. Address the drafted outgoing mail.
Project
1. Visit an institution and identify outgoing mails.
2. Give a report on where and how the outgoing mails are recorded.

 Computer
 Mailroom table
 Sorting trays
 Date/time stamp
 Office glue
 Pin remover
 Stapler
 Paper punch
 Registers
 Stationary
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5.3.8.5 References
Grunin, G., Nachman, D. E., Nassar, N. M, & Nassar, T. M (2016). U.S Patent No.
9,264,393 Washington D.C, U.S Patent and Trademark Office
Legan,J.D & Thomburgh-Logan, C. (2010) U.S Patent No. 7,769,364 Washington D.C,
U.S Patent and Trademark Office
Palaez, M.B, Halsell, V.M, &Verma C. (2006) U.S Patent No. 7,043,232 Washington
D.C, U.S Patent and Trademark Office
196
5.3.9. Learning Outcome No. 8: Dispatch Outgoing Mails
Learning Outcome No. 8: Dispatch Outgoing Mails
Instructions
8.1 Address mail envelopes based on the recipient.

8.2 Match outgoing mail attachments as per the working Activities may
procedures. carried out in
8.3 Match outgoing mail with the envelopes as per the working groups.
Procedures.
8.4 Determine method of dispatch based on the type.
8.5 Record outgoing mail on the delivery book for the recipient
to sign (hand delivered mail).
8.6 Determine and affix postage stamps as per the destination
and weight.
8.7 Deliver outgoing mail to the post office, courier office or
respective offices based on the type.
5.3.9.2 Information Sheet No. 5/ LO8: Dispatch Outgoing Mails
Introduction
This learning outcome covers addressing mail envelopes based on the recipient,
matching outgoing mail attachments, matching outgoing mail with the envelopes,
determining method of dispatch based on the type, recording outgoing mail on the
delivery book for the recipient to sign and determining and affix postage stamps.

Mail envelop: A cover that is used to completely wrap a letter.
Recipient: Receiver of the outgoing mail.
Dispatch: Releasing outgoing mail to the recipient.
Mail attachment: Documents that accompanies outgoing mails when sending them to
the recipient.
Delivery book: A book where the recipient signs after receiving the outgoing mail.
Postage stamp: A small piece of paper given by the post office which is placed on
envelopes.
Post office: It is a room used for postal services that sending and receiving documents.
Affixing postage stamp: Attaching postage stamps on the envelopes.
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8.1. Mail envelopes are addressed based on the recipient
Recipients are receivers of the mail envelops.
Mail envelops are covers that are used to completely wrap letters or documents to be
sent.
Addresses are locations where recipient of outgoing mails are situated.
A mail can either be addressing different people with the same message or it may have
individual messages.
It is important to ensure that this mail envelops are addressed to the correct recipients.
Importance of addressing mail envelopes

i) No loss of information since they are addressed to the correct person.
ii) Correct addresses enhance confidentiality.
iii) Organization or workplaces are able to get feedback on time.
iv) Addressing envelopes basing on recipient helps to improve control of access.
v) Recipient receive mail envelopes on time.
Procedure
Procedure of addressing mail envelopes
i) Identify the purpose of the mail.
ii) Check whether it is an individual recipient/mass recipient.
iii) Use information provided by the recipient to get the correct address e.g. for
institution you can get from internet.
iv) Address the mail envelopes with the address provided.
v) Outgoing mail attachments are matched as per working policy.
8.2. Outgoing mail attachments are matched as per the working procedures
Mail attachment are documents that accompanies when sending them to the recipients
for example, when sending job application letter, you can attach certificates.
Importance of mail attachments
i) Provides more information of the individual/institution to the workplace.
ii) Makes easy for recipients to give feedback to the sender since attachments give
more information.
iii) Attachments also reduces cost. They are sent in one mail envelop with the mails.
Attachments can be in form of images, videos, other documents, etc.
Procedure of attaching outgoing mails

i) Collect the outgoing mail.
ii) Collect the attachments.
iii) Match every attachment to its mail.
iv) Wrap them under one mail envelop.
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8.3. Outgoing mail is matched with the envelopes as per the working procedures
Mail envelops are covers used to completely wrap letters.
Outgoing mails should be properly kept and sealed in the mail envelops.
Mail envelops should have the recipient addresses when being addressed to the
recipient.
Importance of matching outgoing mails to the envelops

i) Makes it easy for postage.
ii) Ensures that the mails are secured.
iii) Becomes easy to report when the mail was opened before reaching the recipients.
iv) Helps to improve control access measures.
v) Helps in securing confidential information.
vi) Promotes work efficiency.
8.4. Methods of dispatch are determined based on the type

Methods of dispatch – are the methods/processes used to deliver outgoing mails
It can be;
i) Hand delivery.
ii) Through email.
iii) Through postage.
Email is faster compared to other methods of dispatch, since it saves more time and
also is more secure since you send directly to the persons.
Importance of using correct method of dispatch

i) Enhances confidentiality e.g. use of emails only the recipient with the email address
can access the information.
ii) Recipients are able to respond to quickly.
iii) Reduces loss of information.
iv) Improves work efficiency.
8.5. Outgoing mail is recorded on the delivery book for the recipient to sign (hand
delivered mail)
Delivery book is a book that a recipient fill after receiving the mail sent.
Delivery books contains location, time and a signing place of the recipients to sign.
Importance of recording outgoing mails on the delivery book

i) Easy retrieval in case of loss.
ii) Saves time during retrieval.
iii) These records can be used as reference.
iv) Easy record keeping.
Procedure of recording mails on the delivery books

i) Identifying the outgoing mails.
ii) Identifying the location of the outgoing mail.
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iii) Deliver the outgoing mail.
iv) Ensure the recipients receives the mail.
v) Hand over the delivery book for the recipient to sign.
An example of a delivery book
Figure 25: Delivery book
8.6. Postage stamps are determined and affixed as per the destination and weight
Postage stamp – a small piece of paper given by the post office to be placed on envelops.
Affix – attach postage stamps on the envelopes. Outgoing mails are charged according
to the weight and the location of the recipient. The heavier the mail and longer the
estimation the more the expense of sending the mail.
It is advisable not to send valuable items through post office as some envelops can be
unsealed along the way hence losing the valuable items.
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8.7. Outgoing mail is delivered to the post office, courier office or respective offices
based on the type
After identifying, attaching and addressed outgoing mails correctly, it can then be taken
to the responsible places for delivery.
It can be delivered to the post office, courier office, e.g. G4S among others based on
type.
Courier offices are offices that employ people to carry out delivery services.
Post office deliver mails with postages.
Outgoing mails can also be sent as parcels e.g. by use of courier method e.g. G4S.
Procedure
Procedure for delivering post outgoing mails
i) Collect outgoing mails.
ii) Attach relevant documents.
iii) Identify location.
iv) Identify correct method of dispatch.
v) Deliver outgoing mail to respective office depending on the type.
vi) Send the outgoing mail to the recipient.
Conclusion
The trainee is expected to understand service rendered by the post office, courier
services, types of envelopes, addressing envelopes, mail attachments, methods of
dispatch, weighing outgoing mail, franking machine, and affixing postage stamp.
Further Reading
www.G4S
www.standardmedia.co.ke
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Written assessment
1. Define the term postage stamp?
a) A room used for postal services.
b) Attaching postage stamps on envelops.
c) A small piece of paper given by post office.
d) Documents that accompany outgoing mails.
2. Which one is not a procedure for addressing mail?
a) Identifying purpose of mail.
b) Identifying correct address.
c) Place the identified addresses.
d) Provide attachment.
3. The following are importance of addressing mail envelops except one, which one?
a) Confidentiality.
b) Inefficiency.
c) Easy retrieval.
d) No loss of information.
4. One of the following is not a procedure of attaching outgoing mails, which one?
a) Collect attachment.
b) Collect outgoing mails.
c) Match attachment.
d) Deliver the mail.
5. One of the following is not an importance of matching outgoing mails, which one?
a) Easy postage.
b) Enhances security.
c) Enhances control access measures.
d) Work efficiency.
6. Define postage stamp.
7. What is a post office?
8. Define attachment.
9. Define a delivery book.
10. What is a mail enveloping?
Oral Assessment
1. Give the procedure for matching outgoing mails with envelops.
2. Give the procedure for recording outgoing mails on the delivery book.
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1. Draft an outgoing mail and address it.
2. Record the outgoing mail on a delivery book.
Project
1. Visit a post office and identify postage stamp.

 Computer
 Mailroom table
 Sorting trays
 Date/time stamp
 Office glue
 Pin remover
 Stapler
 Paper punch
 Opening knife
 Registers
 Stationary
5.3.9.5 References
Legan,J.D & Thomburgh-Logan, C. (2010) U.S Patent No. 7,769,364 Washington D.C,
U.S Patent and Trademark Office
Mirski – Fitton, A.D. Morfat, E.P, & Paritt R.P (2016) U.S Patent Application No.
141870257
Palaez, M. B, Halsell, V.M, & Verma C. (2006) U.S Patent No. 7,043,232 Washington
D.C, U.S Patent and Trademark Office
203
CHAPTER 6: OFFICE DOCUMENTS FILING/ OFFICE DOCUMENTS
6.1 Introduction
Office document filling is a core unit of competency in TVET level 6 qualification for
office administration. The unit entails the skills, knowledge and attitude required to file
office documents which involves indexing office files; receiving, sorting, recording,
filing office documents and also safeguarding office files. The significance of office
documents filling is to equip trainees with skills for proper file management for ease in
retrieval of documents.
The critical aspects of competency to be covered includes; labelling and indexing office
files, safeguarding office files, receiving, verifying and acknowledging receipt of office
documents, sorting and classifying office documents for filing. It also involves
identifying office filing document classification methods and systems, recording office
documents, identifying/ creating office document register, assigning folio to office
documents and identifying filing equipment. The basic resources required are;
computers, filing equipment, Internet connectivity, registers, stationery and external
storage devices among others. This unit of competency covers six learning outcomes.
Each of the learning outcome enhances learning activities that covers performance
criteria statements, thus giving the trainees an opportunity to demonstrate knowledge,
skills and attitude in the occupational standards and content in the curriculum.
Information sheet provides; definition of key terms, content and illustration to guide in
training. The competency may be assesed through written test,demonstration, practical
assignment, interview/ oral questions and case study. Self assessment is provided at the
end of each learning outcome. Holistic assessment with other units relevant to the
industry sector workplace and job role is recommended.

File office documents through indexing, sorting, recording office files, labelling office
files as well as safeguarding office files and storing office file as per work place policy
and SOPs.

6.3.1 List of learning outcomes
a) Index office files
b) Received Office documents
c) Sort Office documents
d) Record Office documents
e) File Office documents
f) Safeguard office file
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6.3.2 Learning Outcome No. 1: Index Office Files
Learning Outcome No. 1: Index Office files
1.1 Obtain Office file as per the work place policy Provide filing
1.2 Label Office file as per SOPs cabinets, markers and
1.3 Index Office file as per the workplace policy labels
1.4 Store Office file as per SOPs
6.3.2.2 Information Sheet No. 6/ LO1: Index Office Files
Introduction
This learning outcome covers indexing of office files by labelling of office files,
obtaining of office files and storage of office file according to workplace policy and
SOPs. It further discusses types of methods, advantages of labelling file guide labels,
importance of indexing.
Office File: This can be described as client sites, tax financial files, employee files that
are imperative in a business filing system. It’s used to keep a record of all business
arrangements, agreements, contracts and clients. It can also handle invoices, receipts
and any other incomes.
File Indexing: This refers to indexing of files to the organization of the data according
to a specific plan or scheme. It determines the name, subject or any caption where the
document has been filed.
SOPs: This refers to set methods to be routinely for the performance of designated
situations.
Office Filing: This refers to a set of the filing cabinets, using different drawers for
different box files, categories of document on shelves.
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1.1. Office file is obtained as per the Workplace Policy

The employers file is employers saved documentation of the status and history of entire
work relationship with the individual.
There are three reasons why employees keep the personnel’s files:
i) To get accurate information organized and handy whenever the employer
needs to access the information as possible like changes in the emergency
contacts, keep track of performance evaluations, employee recognition,
application forms of employment.
ii) Due to personal issues the employer needs to retain documentation about
personnel issues such as work history, compensation, employee selection and
internal promotion applications.
iii) It’s a requirement for the federal government for employers to keep
organizing the staff. Information makes sense for the access and legal
compliance and readiness.
There are different types of sample policy of personnel files,

a) Personnel Files – Its normally maintained for each employee. They are
confidential documents and they are managed and maintained by human resources staff.
b) Payroll Files – These are files that contain a history of the employee’s jobs,
compensation changes.
c) Employee Medical File – These are employee’s file that consists of records
that are retained in the file. Medical files they normally have highest degree of
confidentiality and safe storage.
Procedure for filing documents

The document to be filed include; memos, letters, financial records and reports
a) You need to group your files into categories. The main category should be
primary heading, representing all the other files that will be under (sub-
categories) like payroll register 2018.
b) Continue your sub-categories through up to the end of the year. If your category
fills the entire drawer, make and label and place on the exterior drawer, label
your sub-category folder and you have to place them inside drawer.
c) Hang folders for the categories, when you have already several categories for
one drawer.
d) Place the labelled sub-category file folders inside them.
206
Filing Methods
a) Horizontal
The flat or bound or box are placed horizontally on a shelf or on a table or inside drawer,
one upon another. Shallow drawers or desk filing.
Advantages
i) It’s easy and simple method.
ii) It’s not costly filing equipment.
iii) Its suitable to keep big size paper.
iv) The subject matter and the number of the file, its easily readable.
Disadvantages
i) Its costly method.
ii) The personnel needs training; hence pay scales is high.
b) Lateral
The files can be placed like books on a shelf, one by the side of the other.
Advantages
i) It’s simple.
ii) It’s not costly.
iii) Suitable to keep files made with hard paper board.
Disadvantages
i) Without side support, files will sag and fail right or left.
ii) By the constant pulling, the part of the file gets damaged and finally it
gives a way.
c) Vertical
Files are normally one behind the other, with the joining end at the top. The files are
kept suspended in a hanging position and so there must be some hanging device.
Advantages
i) The case of vertical filing following drawbacks are not present.
ii) Files as folders can be kept by this method. Folders are preferable in the
modern offices.
iii) Easy clarification of files and folders, guided by guide cards, etc.
iv) There is economy of space as one filing cabinet can accommodate a
large number of files.
v) The drawers of the cabinet can be locked hence greater security.
vi) It’s economic to operate on long-run.
Disadvantages
i) Its costly method.
ii) The personnel needs training; hence pay scales is high.
1.2. Office file is labelled as per SOPs

For the office files, identification and labelling allows an office to maintain physical
control over the current files as well as managing growth at the new rules.
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The labelling serves as the visual aid by identifying individual to record series and by
identifying the folders within each series.
Advantages of labelling files

i) It enables an office to maintain intellectual control over the files.
ii) Manage the growth of the new files.
iii) Acts like access tool which allows individual documents to be retrieved in an
efficient manner.
There are three levels of labelling which helps to simplify and facilitate filing.
i) Drawer or shelf labels.
ii) File guides labels.
iii) The folder labels.
a) Drawer or shelf labels

Labels should be typed in uppercase and include;
i) Primary classification.
ii) Secondary classification.
iii) Dates.
b) File guides labels/tabs

They serve as signposts to lead the researcher to specific positions of the file. It can
be used within the drawer to highlight a primary classification to identify a record
series.
Type labels in uppercase

 Primary classification
 Secondary classification
c) File folder labels

They including the following;
a) File code or full record series title.
b) Folder title.
c) Dates, usually.
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1.3 Office file is indexed as per the workplace policy
Meaning of indexing
Indexing means the ready-made guide which used to locate the required file.
Henceforth, indexing indicates or points out the exact place of keeping a file or a
document.
It also means an arranged system through which the required documents and papers are
easily located for urgent or ordinary matters.
Importance of indexing
a) It helps filing so that the filed documents are easily located when they are needed.
b) Helps to increase the efficiency of the filing method.
c) Helps to improve the efficiency of the office operation.
d) To set up any key information regarding any subject matter in a simple form.
Content of a file index

The following are essential features of a good system of indexing;
a) Simplicity- It should be simple to understand and be operated
b) Economy-It should be economical in terms of money, space and the effort. The
purchase of office file indexing requires heavy investment during initial period.
c) Flexibility- It should have sufficient space for expansion. A single system may be
used for several purposes like location of the file.
d) Safety- The index system should protect the records against dust, filing, insects and
water. It should be able to be equipped with lock facility to prevent pilferage of the
records.
e) Conformity with filing system- The selection of index method depends upon the
nature and type of filing system adopted in the organization
f) Cross reference- Should have over the head under which the document should be
filed.
Methods of indexing files

1. Book index – Known as page index or ordinary index. The names of documents
or other information are entered in a book in alphabetic order. One is able to track either
page number of a customer by referring first letter of the concerned consumer/customer.
2. Vowel index – This is where the names are subdivided again based on the
vowels, like, Andon, Anand, hence it will help office management to locate easily the
page number of the customers. It is an improved system of the book index hence the
vowels are adapted to differentiate the system.
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Advantages of vowel index
a) It is a permanent record.
b) No loss of index.
c) Less time is required in searching the index.
Demerits of vowel index
a) Only requires trained personnel to find the name of the customer in a
vowel index.
b) The system is inelastic.
c) Only limited pages are allotted to same letter.
3. Bound book index
It’s normally maintained in the form of the book of register. The bound book is divided
into alphabetical sections where the names of customers or documents are entered.
The entries pertaining to a specific letter of alphabet are being arranged in similar
section of the same letter in the alphabet.
Methods of bound book indexing

a) Maintaining of the book index is cheap.
b) Durability of the book is very period.
c) The pages cannot be lost, discarded or disarranged.
d) The type of index is suitable for small business.
Defects of bound book index

a) The method is an inflexible.
b) Only small number of entries are recorded.
c) There is difficulty when the wrong entry is made.
d) Much time is wasted in locating names entered in one page in order.
4. Loose leaf index

Its ruled sheet like the pages of ordinary index, this another form of book index. These
sheets are inserted in or taken out from metal hinges or screws
Each customer is allocated a leaf in the name of the customer, like the phone number,
call number, email, the title number etc.
Merits of loose leaf
a) It’s elastic.
b) Removal of dead index is easy.
c) Full information can be obtained.
d) Less time is required to locate the number of customers.
e) The cost of operation is very low.
Demerits
a) The cards may be torn easily for vigorous use.
b) It is expensive.
c) Possibility of misplacement of cards.
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1.4 Office file is stored as per SOPs
 One can be able to create file categories - You have to organize your files and
decide what major categories you will use for sorting, if dealing with client you
might sort by litigation, probate and corporate.
 Set up sub-categories- one should be able to develop a list of sub-categories. The
piece of advice should be filed with general category and then sub-category.
 Use a color-coding system- this effective way to organize your files for quick
access
 Label the files- one should write the label on the tab of each folder clearly and
neatly.
 Sort the files alphabetically- when your filing system has been established and
create all the folders.
Tips of office file storage

a) Organize your files around retrieval – your goal is easy retrieval.
b) Assign toss-out dates for your files.
c) Move your paper – Avoid pile up.
Effectiveness of file storage management

a) Avoiding saving unnecessary documents.
b) Have consistent method for naming your files and folders.
c) Store related documents together.
d) Should separate ongoing work from completed work.
e) Avoid overfiling folders.
Conclusion
This learning outcome covered on office documents that enhanced safe custody of
office documents by safeguarding office files, indexing office files, receiving, recording
and filing office documents. It also covered on different types of sample policy files,
filing methods, advantages of labeling files, levels of labeling, method and importance
of indexing.
Further Reading
D. accounting. Learning/types-or-methods of indexing-office-files-merits-
demerits/
Texas State Library and Archives Commission; Filing Systems.
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Written assessment
1. Which of the following are sample policies of personal files?
a) Employee medical file.
b) Payroll files.
c) Employee files.
d) Client files.
2. Reasons which the employer should keep the files, which one is not?
a) To get accurate information organized of the employee.
b) A requirement for federal government for employees to keep.
c) Due to personal issues, the employees need to keep history and employee
application forms.
d) It can be used to access the absenteeism of the employees.
3. Which of the following are levels of labelling of the files?
a) File guide labels.
b) File folder labels.
c) Shelf labels.
d) Closed labels.
4. Which is not an advantages of indexing files
a) Helps in efficiency of the office operation.
b) In filing method, it increases efficiency.
c) Easy location of the files.
d) It’s cheap to maintain.
5. Which of the following are essential in a good system of indexing?
a) Simplicity.
b) Flexibility.
c) Durability.
d) Safety.
6. Which of the following is a method of identifying office files?
a) Loose leaf index.
b) Vowel index.
c) Cross-reference index.
d) Payroll index.
7. What are office files?
8. What are the procedures of office filing?
9. What is file indexing?
10. What are the merits of loose-leaf bound indexing?
Oral Assessment
1. Discuss the types of office file indexing?
2. Ways of labelling an office file?
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3. Types of storing office file easily?
1. The trainer should practically lead the trainee to office cabinet of the one of offices
to show how the labelling is done of the files. The trainees should write a report on
labelling and indexing of office files.
2. The trainees should come up with some paper and label them effectively. The
students should help the manager on ways to file the office file effectively. The
students should give a well written report on disadvantages of filing, classification
methods and systems used.
Project
1. The students should write a project of good filing system.

 Computers
 Filing equipment
 Registers
 Stationery
 External storage devices
6.3.2.5 References
Fastrez, P., & Jacques, J. (2015, August). Managing references by filing and tagging.
In International Conference on Human Interface and the Management of
Information (pp. 291-300). Springer, Cham.
Krause, Milt. & Gifford, p. (2003). U.S patent application No 1/0/132,092
Pressman, Dr & Tuyschavers, T. (2016). Patent it yourself; your step by step guide to
filing at the US patent office note
Warren, 1. (1921). Office records; their filing and indexing. Journal of entry of
electricity and Western industry
213
6.3.3 Learning Outcome No. 2: Receive Office Documents
Learning Outcome No. 2: Receive Office Documents

Instructions
2.1 Receive office documents as per SOPs Provide books for

record of file flow
2.2 Verify office documents as per SOPs
2.3 Acknowledge receipt of office documents as per SOPs
6.3.3.2 Information Sheet No. 6/LO2: Receive office documents
Introduction to Learning Outcome No.2: Receive Office Documents

This learning outcome covers verification of office documents, receiving of office
documents and the acknowledgement of office documents as per SOPs.
Office Documents: This refers to any file created in a Microsoft office application such
as word text or an excel spread sheet. It can also refer to the books kept to show records
of sales and purchases a company or organization makes.
Types of office documents

i) Purchases document
ii) Sales document
iii) Contract documents
iv) License documents
v) Passport documents
vi) Warrant documents
vii) Covenant documents
2.1. Office documents are received as per SOPs
In daily activities business operations many documents are received, sent out and
created. They play an important role in the business operation and taking some of the
decisions.
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Collection and classification of documents
The object of receiving of documents is to file. An office receives and sends a large
number of documents from the internal and external. They are grouped as reports,
contracts or bills.
Preservation of the documents

After collection of the data another purpose of filing is to preserve the documents for
the future reference. It provides protection to all the important documents from rats,
water, dust and dishonest employees. The aim of filing these documents is to arrange
them in scientific and systematic order in proper cabinets.
The other reason is to provide a clear understanding of the documents and to solve
disputes between business organizations and different agencies like customers and
government.
Preserving the document helps to provide dates and information for formulating plans,
policies, taking quick and rational decision.
2.2. Office documents are verified as per SOPs

Verifying office documents
This allows the company to take information taken from a person’s identity document
with their content and comparing it against the corresponding record of the document.
It helps or provides a key tool for the business organizations that are seeking to prevent
registration of clients, customers or staff that have been involved in fraudulent
identities.
Documents that are verified

i) Birth and marriage certificates
ii) National IDs
iii) Passports
iv) Education certificates
v) Driving license
vi) Visa
Importance of verifying office documents

i) It is used to check, to verify the documents produced are genuine and highlight
any discrepancies.
ii) It enables the organization to run interactive training sessions to assist the
recruitment teams and staff recruits in reporting fraudulent identifying documents.
iii) It protects the organization from the risk of civil penalties or criminal charges
for employing illegal workers.
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2.3. Office documents receipt is acknowledged as per SOPs
Receipt – this is a document acknowledging that a person has received money or
property in payment following transfer of goods or provision of the service.
Acknowledging office document receipt

This is a document that is used to verify that some specific goods, products and services
that have been received by the recipients.
Importance of acknowledging office document

a) It is used by then individual or business for the other end of the transaction to know
that they have already received the offer, appeal, complaints and request provided
the entity involved in the transaction.
b) This is a way to ensure the entity who have given any of the said items that have
the exact items are been delivered and received by the person or group who have
written the receipt acknowledgement letter.
c) It is a way to close the transaction if there are no any other concerns regarding the
item being received.
Illustration of letter of document receipt

Document acknowledgement of receipt letter
Acknowledgement of receipt
(Date)
Name Company and address
XYZ
Company Inc.
P.O BOX
Code
Dear (Name)
I hereby acknowledge the receipt of the following documents from the farm of (farm
name)
1.
2.
3.
Signature of recipient
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Inclusion of receipt
A basic receipt acknowledgment letter includes the following information;
i) Name and basic information of the business or person who created the receipt
acknowledgment letter.
ii) The personal information of the person who is the expected to be recipient of the
letter.
iii) The date which the acknowledgement letter has been created.
iv) The statement of confirmation of receipts.
v) The information regarding the item being received.
Kinds of receipt acknowledgement letter
There are kinds of receipt acknowledgment letter used in different transactions used as
follows;
i) An offer receipt acknowledgment letter is used to confirm that the person is aware
of the offering being given to him.
ii) An application receipt acknowledgement letter is a given company who has
received applications for job position, lease and organization.
iii) A product receipt acknowledgement may be sent by the caretaker of the facility to
the property owner to let him know that they already have signal for maintenance
and activities related to property.
iv) Document and product receipt acknowledgment letter serves as confirmation that
particular goods have already been handed out.
Conclusion
This learning outcome covered ways of verifying office document receipts and kinds
of acknowledgement letter. Office document filing process enhances verification of
office documents, receiving of office documents and acknowledgement of office
documents receipts as per SOPs.
Further Reading
The learners should read more on file indexing and ways of verifying the
documents
https://www.wipo.int/pct/en/texb/ro/index.htm/
Written assessment
1. Which one of the following is not the type of office document?
a) Sales document.
b) License document.
c) Employer documents.
d) Warrant documents.
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2. Which one of the following shows is not an importance of receiving documents for
filing?
a) For classification purposes.
b) For collection purposes.
c) For preservation purposes.
d) For payroll purposes.
3. Which one is not necessary documents for verifying documents?
a) Passports.
b) Visas.
c) Driving licenses.
d) Application for letter.
4. Which one of the following is an importance of verifying office documents?
a) To find out if the documents are genuine.
b) In order to show how much the employee can earn according to the job done.
c) To show the interactive point of having decent documents without trash.
d) It leads organization to run interactive training sessions and assist human
resource recruitment team.
5. Name the importance of acknowledging office documents receipts, which one is not?
a) It is the best way to close down the transaction if not any other business is going
on.
b) It is used to show to the other business organizations that they have already
received the offer or complain regarding the transaction.
c) It helps to locate the client easily without much straining.
d) It assumes the entity that has given any of the said items that exact items are
being delivered.
6. Which one of the following should be involved in office receipts
acknowledgements?
a) Name and basic information of a person.
b) The item that is being received.
c) The date of creation of acknowledgement letter.
d) The age of the person.
7. Define office document receipts?
8. Discuss ways of verifying office documents?
9. What are ways of receiving office documents?
10. Explain types of office documents?
1. The learners should create an acknowledgement of office documents receipts of the
prestigious company that has supplied the products and services to their company
of their choice.
2. The tutor to direct them ways of verifying the important documents of their lives
like educational certificates using various software in the computer lab.
3. The tutor to bring samples of acknowledgment of the office receipts either through
softcopy to show how they are. The students to give out the observations.
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Project
1. The students to write a project essay of receiving/managing and acknowledging of
office documents.

 Computers
 Registers
 Stationery
6.3.3.5 References
Krause, Milt. & Gifford, p. (2003) U.S patent application No 1/0/132,092

Pressman, Dr & Tuyschavers, T. (2016) Patent it yourself; your step by step guide to
filing at the US patent office note
Warren, 1. (2009), office records; their filing and indexing. Journal of entry of
Warren, 1. (1921). Office records; their filing and indexing. Journal of entry of
219
6.3.4 Learning Outcome No. 3: Sort Office Documents
Learning Outcome No. 3: Sort Office Documents
3.1 Determine office filing documents classification methods Provide filing cabinet/
(vertical, digital, and horizontal, lateral) and systems as per the shelves
workplace policy.
Stimulate the use of
3.2 Classify office filing documents as per classification the different filing
system. methods.
6.3.4.2 Information Sheet No. 6/ LO3: Sort Office Documents
Introduction to Learning Outcome No.3: Sort Office Documents

This learning outcome covers classification methods of office filing documents and
classification of office filing documents as per classification system.

Office Filing: It means keeping documents in a safer place and be able to find them
easily when you need them.
File indexing: This refers to indexing of files to the organization of the data according
to a specific plan or scheme. It determines the name, subject or any caption where the
document has been filed.
SOPs: this refers to set methods to be routinely for the performance of designated
situations.
3.1 Office filing documents classification methods (vertical, digital, and horizontal,
lateral) and systems are determined as per the workplace policy
Filing classification methods
a) Horizontal
Under this method, the files are placed horizontally on a shelf or a table or inside a
drawer, one upon another. Desk filing are also known as horizontal methods. It is oldest
and common method that is practiced when the number of files is small and modern
filing equipment.
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Advantages
i) Simple and easy method
ii) It’s not costly filing equipment
iii) Its easily readable because the subject matter and number of the office file
written at the end
Disadvantages
i) Folders cannot be kept horizontally
ii) It takes more space, if they have been classified manner
iii) Whenever the files are awarded, it takes all files placed above to be
removed.
b) Lateral
These are office files placed standing like books on the shelf one by the other side of
the other. It’s also called lateral filing, its common and old method.
Advantages
i) Simple and easy method.
ii) Doesn’t require costly filing equipment.
iii) Its suitable to keep files made with hard paper board.
iv) Easily readable.
Disadvantages
i) It needs support if not they will fall and sag.
ii) The file can get damaged and finally gives way due to constant pulling by
the joining end.
c) Vertical
The office files are placed vertically one behind the other, with joining end at the top
(the number written on the file and subject matter). The files are kept suspended in a
hanging position and have hanging device.
This modern method of keeping office files.
Advantages
i) There is no sagging as it is prevented by the mechanism of the filing cabinet.
ii) There is much elasticity due to some files or folders can be squeezed in.
iii) There much greater security as the drawers of the cabinet can be locked.
iv) There is economy of space as one filing cabinet can fill large number of
files.
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Disadvantages
i) Its costly method because of the purchase of the filing equipment
ii) There is much training permanent to fit in the operation hence pay scales
may be high
The vertical method of filing is considered one of the best because it has a lot of
advantages. Even though capital outlay is needed for filing expense, different kind of
filing equipment; But in the long-run, it can be able to accommodate a lot of the files
that can be maintained.
d) Digital method
These are where the files are being entered in the computer programs to be filed. They
are intended to be used as either electronic form or having them printed out. It’s much
easier to distribute electronic forms than the hard copy forms.
Advantages
i) The improvement in the electronic visual display technology has made it
possible to view the documents instead of printing them.
ii) Saving paper and space required unlike the traditional methods.
Disadvantages
i) Complex problems with complex file formats of various words, processors,
spreadsheets.
3.2. Office filing documents are classified as per classification system

(alphabetical, numerical, geographical, subject, and alpha-numerical)
 Alphabetical classification
The letters are filed in the alphabetical order of the names of the parties. It’s important
because the heading of the files can be able to be expressed in one word, name of
products and people. The files contain letters are arranged alphabetically. The first set
of files can have papers of the employees whose names begin with, then those letters
that begin with and so on.
Advantages of alphabetical classification

i) The clerks don’t need training to perform their tasks.
ii) Easy and convenient to the group papers by name of products, persons and
firms.
iii) Files are located easily.
iv) Number of files can be introduced and reduced without disturbance.
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Disadvantages
i) When names are misspelt, there is difficulty in locating the file.
ii) Several persons having the same name can create mistakes.
 Numerical classification
In this classification the employee is allocated the number and the same number is used
for one of the documents or the papers related to him. The file also is being numbered
and papers are filed by the basis of numbers.
Hence the located number of the correspondent becomes its file number.
Decimal system may be used if one file contains of more persons.
Merits of numerical classification
i) Accuracy of filing system is greater.
ii) Reference is made by numbers.
iii) Simple to understand.
iv) It can be noticed promptly if the file is misplaced.
v) It is easy to operate; the numbered files are easily located.
Demerits of numerical classification

i) A separate index is a must.
ii) Transportation of figures causes misfiling.
iii) More time is wasted to locate the file.
 The Alphabetical-Numerical or Alpha-Numerical Classification

Its popular system nowadays. It’s a combination of alphabetical and numerical system
In this system each letter or sub-letter is given its own number and the index card is
carefully placed behind the guide and for each alphabetical section.
The names and numbers of all files are mentioned in numerical order behind each card.
The colored guide cards best used to sub-divide for the folders into groups to facilitate
their classification like Aa-Ag. The first folder will bear the number A/1 and second
folder will bear the number A/2 and so on.
Merits of Alphabetical-Numerical or Alpha-Numerical Classification

i) Elastic classification
ii) Facilitates quick reference
iii) All the advantages of alphabetical & numerical classification
 Geographical classification
The files are grouped into geographical location of the firm or person. Under this
method name of places are written in file and are arranged in the drawer of the cabinet
either in alphabetical or numerical order. It’s commonly used for multi-national
companies and branches located in different places.
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Advantages of Geographical classification
i) Easy to understand and use.
ii) Arranged in alphabetical and numerical order.
iii) Used commonly with international business.
Disadvantages of Geographical classification

i) It’s expensive.
ii) Time consuming.
iii) Not suitable for small scale organization.
iv) No use of card or index.
 Subject classification
In this system, papers are grouped in accordance to the subject. The subjects are
normally filed in alphabetical order e.g. Audits, Bills, Bonus, etc.
This method is greater more suitable when the subject is of greater importance than the
name or location of the correspondent.
The merits of the system are
i) The scope of expansion exists without any disturbance of other office files.
ii) Convenience of reference when the subject is known.
Demerits
i) Difficulty in classification.
ii) Not suitable for miscellaneous papers.
iii) Index is needed.
iv) Frequent cross referencing may be necessary.
Sorting procedure of office document filling

Coming up with sorting procedure is responsibility of the managers and qualified
personnel. The routine should include decisions regarding activities in proper sequence.
1. The first step is to give instructions in proper form by a responsible officer to filing
the paper. The signature and date of the officer.
2. The second step is to classify the paper on the basis of pre-determined system of
classification e.g. numerical, alphabetical & geographical.
3. The third step is to mark file head and its purpose on the document on a blank space
provided.
4. The fourth step is identifying the urgency of disposal of different letters.
5. The fifth step is to attach follow-ups slips to different papers received as some
letters like purchase orders.
6. Any letter or document should be sent to concerned officials along with the file with
necessary action.
7. When the complete file is back, it may keep its original state.
8. Lastly, periodical disposal of dead file is necessary. The dead files are destroyed
according to work policy.
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Conclusion
The unit covered on office filing documents classification method together with office
filing documents that are classified according to the classification system. The
classification methods of filing are horizontal, vertical, lateral and digital whereas
classification system included alphabetical, numerical, geographical and chronological
systems.
Further Reading
The learners should learn more on;

 Northern Michigan University: Standard Filing Systems
 Oregon State University: Filing systems
Written assessment
1. Which of the following is not a method of classification of file?
a) Unilateral
b) Horizontal
c) Vertical
d) Digital
2. Which of the following is not advantage of horizontal method?
a) It’s not costly.
b) Easy to use method.
c) Takes less time.
d) Easily readable.
3. Which of the following are classification systems used in filling of office documents?
a) Up & down method.
b) Alphabetical method.
c) Geographical method.
d) Chronological method.
4. Which of the below is not a merit of numerical method of filing of office document?
a) Simple to understand.
b) Minimizes time.
c) Can be noticed promptly.
d) Easy to operate.
5. Which of the following is not an advantage of geographical system of office
document filing?
a) Time consuming.
b) No usage of card nor index.
c) Suitable for big businesses.
225
d) It’s expensive.
6. Which of the following is advantages of subjective classification?
a) Existence of the scope for future expansion.
b) Easy to understand.
c) It’s clear and simple.
d) Easy in classification.
7. What is vertical filing?
8. What is geographical filing?
9. What is numerical filing?
10. Distinguish between filing and index?
Oral Assessment
1. List the main advantages of vertical filing
2. The numerical filing system takes time in referring to the __________________
3. Under __________________ filing, papers are kept in containers once upon the
other in that position.
1. The learners should list all types of document classification.
2. The students should visit a cabinet of the company of their choice and discuss the
challenges of the systems in the office.
3. The student should create alpha-numerical methods of filing of a sample of
documents in office document.
4. The students list down the procedure of filing.
Project
The student should write an effective essay covering the office document methods and
systems.

 Computers
 Registers
 Stationery
6.3.4.5 References
Arora, J. (2016). E-Filing of income tax returns in India-An overview. Research

Journal for Humanity Science and English Language, 3(14), 34-42.
Kharal, Soma Raj, Surendra.Thapa.Aslami and Ritaran.Dhakal. Business Studies.
Kathmandu Taleju Prakashan, 2007
226
Pant, Prem R, et al. Business Studies, Kathmandu: Buddha Academic Publishers and
Distributors. Put. Ltd, 2010
Pigin, V. (2015). U.S. Patent No. 9,003,548. Washington, DC: U.S. Patent and
Trademark Office.
227
6.3.5 Learning Outcome No. 4: Record Office Documents
Learning Outcome No. 4: Record Office Documents

Instructions
4.1 Identify office documents register as per the SOPs Provide

sample
4.2 Record office documents
document
registers
6.3.5.2 Information Sheet No. 6/ LO4 Record Office Documents
Introduction
This learning outcome covers the identification of office filing as per the SOPs and
recording of office document. The creation of office documents filing register;
procedure of registration of document, filing register and maintenance of record
keeping of office documents registration.

Filing equipment: These are equipment that are used in filing of documents,
This can be grouped into
a) Vertical drawer cabinets require more floor space, and mostly more floor space,
and more physical effort and time to access the folder.
b) Lateral cabinet; used in some offices as an alternative to vertical drawer
cabinets.
c) Open shelves; open retrieving provides high density access to file folder while
occupying significantly. Less floor space than vertical or lateral cabinet.
A document register file: is an array of process register in CPU. It can also simply be
a list of every document that organizations use as standards.
#includes fact sheet, banners and website.
4.1. Office documents register is identified as per the SOPs
Creation of office document filing register
This can be referred to as the process of handling documents in a way that the
information can be created, shared, organized and stored efficiently and appropriately.
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The purpose of creation of office document filing register is to organize and storage
documents. The documents are stored in an organized and secure way that allow the
document to be found easily.
Content of office document filing register.

 They are various material needed for registering of office document files its
normally known as file register
 It’s normally maintained in the form of appendix-1 and its used by general
department for printing, stock and issue.
 The number of sheets of each department may not be same hence they are
maintained in a permanent record.
 The register of the office is filled with the number and subject allocated to
upon its opening.
 The register enlists all the details of all files that have been opened through
the year.
 If the page can be allocated year-wise, then entries for the next year will be
made or opened.
 The entries into the file are made in blue ink only.
 The entries should be ensured that they have been entered correctly as
overwriting and possible deletion is avoided.
 In-order to avoid misuse, the file is kept by junior clerk.
Importance registration of office documents

a) The aim of proper titling is necessary to give the correct idea to the reader on the
subject matter.
b) To make early traceable among the others.
The procedure of registration of the office documents

 Its approval is done by the head of the department prior to its opening. The number
of files is kept exactly as the same as shown in the file register.
 A number given to the file is a combination of the start of the year, initial letter used
for identifying the department.
The standard heading

 These are number and serial number of the file present under it.
 If the file that are opening is policy file, hence bears letter” (p)” after the standard
heading.
 A separate file contains routine action taken or the matter taken dealt with because
of a policy decision.
 Dealing and filing of those papers is independent of the year to which the reference
of the file pertains. The number of files, the number of notes and correspondence is
limited to 150.
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If it exceeds that a new file is opened with the same numbers but having a difference
volume number.
The following file renamed as vol-1 at present and the same can be quoted in the space
provided for the previous and later references.
4.2. Office documents are recorded

Recording office documents
There are documents that are recorded in the office files.
Recording is the act of putting an estate document into the official records.
They may include the employee personal information; client information, sales
department and purchase department.
The documents are examined only to determine if they do meet the recording
requirements.
Importance of recording office documents

1. It reduces operating costs.
2. Improve access to information.
3. It minimizes litigation risks.
4. Safeguards vital information.
5. Support better management decision making.
Methods of identifying the records needed to document the activities?

Conduct an inventory of the material in one’s office.
Firstly, document at minimum, where material is located how much there is and the
format (electronic, paper).
The inventory helps to identify which materials are:
 Records
 Personal paper
 Extra copies of documents publications
The inventory will help to identify which document will be needed in case of
emergency.
Record keeping requirements include the following:

a) The type of document that are included in the record files.
b) Who will be responsible for maintaining the record copy?
c) How working papers and draft documents will be handled.
d) If the record will be kept in a centralized area or decentralized area.
Maintaining of office document filing register.

The maintaining of the office document safe – its therefore important to make sure that
all papers are kept in good condition.
a) Do not put too much office files or folders.
b) Never allow filing shelves drawers to become too full.
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c) Acquire new cabinets when necessary.
d) Box file and level such files can hold more than simple folders.
e) Do not leave them lying on desks or shelves keep the documents awaiting to be
filed in drawers.
f) Put new covers on old files which got a lot of use and become torn and worn out.
Good housekeeping and safety should file all the document that you can able to;
1. Leave desk tidy.
2. Place all waste paper in rubbish bins.
3. Those that one can’t file put them on trays.
4. Place all waste files in rubbish means.
Conclusion
The unit covered on identification of office documents register and the recording of
office documents that is used in safeguarding office files. The topic also explained more
on ways of recording of office documents, maintenance of office document filing
register and has importance of office filing register.
Further Reading
Google: Orogon state University: filing systems

Northern, Michigan University. Standard filing systems
Written assessment
1. Which of the following are not the type of filing equipment on a register?
a) Open-shelves.
b) Lateral cabinets.
c) Closed shelves.
d) Vertical drawer files.
2. Which of the below is not important in registering of office documents.
a) To make it traceable among others.
b) To give a proper idea to the user on the subject matter.
c) To make them durable.
d) To safeguard the office documents.
3. Which of the following is not a procedure of office document registration?
a) The approval is done by the head of department prior to its operating of the
number of files.
b) These should have a standard heading.
c) These should be a separate file on routine action.
d) Dealing each file with independent number to which the files opened.
4. Which of the following is not an important of recording office documents?
a) Reduce operating cost.
b) Minimize litigation cost.
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c) It safeguards vital information.
d) It reduces time wastage.
5. Which of the following is not record keeping requirement?
a) The type of document that are included in the record files.
b) The one responsible for maintaining the record copy.
c) How working papers and draft document will be handled.
d) Having a cabinet for filing.
6. Which of the following is not a way of maintaining of office document filing
register?
a) Do not put files or drawings files to become too full.
b) Do not leave them lying on table or desks.
c) Put new covers on the old files.
d) Photocopying of new file documents.
7. Explain the content of creation of office documents filing registration.
8. Explain the measure of good housekeeping and safety.
9. What is the content of filing of office documents registration?
10. What is the procedure of registration of office documents?
Oral Assessment
1. What is filing equipment?
2. What is recording of office equipment?
1. The learner creates a document filing register to show filing system is conducted.
2. The learner should create an office document using a sample and present all the
procedures of office document registration.
3. The learner should show ways of maintaining of office document filing register.
Project
The student should write a project on office filing registration and its advantages and
disadvantages of registration.

 Computers
 Registers
 Stationery
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6.3.5.5 References
Arora, J. (2016). E-Filing of income tax returns in India-An overview. Research

Journal for Humanity Science and English Language, 3(14), 34-42.
M.H, & Gifford P. (2003). US. Patent application NO.10/132.092
Warren, L. (1921). Office records. Their filing and indexing. Journal of electricity and
western industry.
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6.3.6 Learning Outcome No. 5: File Office Documents
Learning Outcome No. 5: File Office Documents

Instructions
5.1 Identify filing equipment (registry office space, cabinets, Provide filing
shelves, and computers) as per the workplace procedures. equipment
5.2 Identify and match file with the documents.
5.3 File documents.
5.4 Assign documents folio.
6.3.6.2 Information Sheet No. 6/ LO5: File Office Documents
Introduction
This learning outcome entails identification of filing equipment as per the workplace
procedures, identification and matching of file with documents, filing of documents and
assigning of folio documents. The outcome will deeply look upon on the type of
registry, essentials of good system, the types of registers and document assigned folio.

Office documents: This is a file created in a mindset office application, such as word
text documents. The documents include cash memo, invoice and bill, receipts, pay in
slip, cheque and debit notes.
Filing Equipment: They can be grouped in the vertical, drawer cabinet, lateral cabinets
and open shelves, mechanical files (rotary equipment and movable shelves)
5.1 Filing equipment (registry office space, cabinets, shelves, and computers) is
identified as per the workplace procedures
Filing refers to as an activity of putting documents, electronic information into files. Its
also refers to an official record of something.
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Filing Equipment
Physical Filing Equipment
1. Filing Cabinets
It’s an office staple. The drawers allow files to be stored laterally standard. According
to Smead, a document management company filing cabinets are beneficial, if you keep
the records secure. This is so because they can be locked, a company can limit access
to sensitive files, while allowing the clients or staff to enter the room. This tends to be
one of the best expensive and got the most of limited capacity. According Smead, notes
that have a four-drawer filing cabinet that takes 6 foot by 24foot filing area can hold
approximately 8448 folders. Open Shelves-Units are so similar to open the book cases,
because they are normally designed for folder width and height. The design allows the
users access the files and can either be stationary or be mobile if folders are attached
towards the bottom.
Advantage of open shelving

a) It saves on space and money.
b) They are less expensive than filing cabinets.
c) A seven-tier open shelving system has 80% more capacity.
d) Mobile shelving can be placed in tighter density and offers 405% more
capacity than the other cabinets.
2. Digital Filing Equipment

The electronic documents are saved directly into the system and the physical documents
are scanned and they are converted into digital format.
Advantages of digital filing equipment

a) It allows users to search information quickly and keep the information
secure.
b) The users have choice of system and the equipment for digital system.
c) The files are much more organized.
d) The data are stored locally on a laptops’ or the computer’s internal hardware.
3. Servers
Most businesses would need to opt to invest in a server in order to access to the same
data. The servers act as central depository for the many users file. The applications like
databases and enterprise resource planning systems on the server.
Advantages of a server
a) The large number of people can be able to access the same data
b) The server data can be backed up to an external device or the cloud for the
extra security.
N/B: Amazon web services, windows Azores and Rock space cloud services are the
option, they normally done require a physical server.
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4. Mechanical files (rotary equipment)
Folders are stored in an open shelve that provides a density storage. The mechanical
carriers rotate in the format that is able to bring the desired record closer to the user.
Advantage of Mechanical file

a) They use the least amount of floor space
Disadvantages of mechanical files

a) They are expensive.
b) It only allows one person to access the record at one time.
c) One can be victim of power or equipment failures.
d) Due to their weight, it requires a high structural floor load capacity.
Essentials of a good filing system

a) Simplicity- Must be simple in its operations such that any staff can easily
understand the filing system.
b) Suitability – the filing system should be completely applicable to the firm and
is able to suite the nature and requires of the business firm.
c) Adaptability- The system must be able to adapt to the changes in the business.
d) Economy- Cheap systems of filing are to be adopted. The cost incurred by the
system must be proportionate to the results that are obtained.
e) Requires less space- The equipment should require a minimum floor space so
that the dead files can be removed.
f) Co-ordination and control - a good system must permit constant co-ordination
among all departments.
g) Flexibility – the filling system can be expanded.
5.2. File is identified and matched with the documents

Centralized and Decentralized filing
1. Centralized filing
This is where the records for several units or individuals are located in one or central
location
Advantages of centralized filing system

a) Responsible is easily placed.
b) Improved security.
c) Reduced duplication.
d) Improved security.
e) Effectiveness use of equipment.
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Disadvantages of centralized filing system
a) Records may be too distant from the staff.
b) Require full-time staffing.
c) May require investment and more efficient filing equipment.
2. Decentralization
This is where the files are located through the office like work stations. They are usually
controlled by a person who controls and receives them.
Advantage of decentralization
a) Doesn’t require full-time staffing.
b) Doesn’t require extra space needed for centralization.
c) They are located near the staff, where they create and use them.
Disadvantages of decentralization
a) Much confusion where information can be found.
b) Lack of uniformity.
c) Lack of consistency.
d) The staff lack of knowing on keeping the files.
e) There is no clear supervision.
5.3. Documents are filed

Meaning of registry- this means where register is kept or means an official written
record of names or events or transactions.
Functions of a registry
a) The registry plays an important role in epidemiological research.
b) The registries can be of value in identification of current available resources.
c) They are needed to be entered registries are designed to match the people and
resources they are seeking.
d) The registry can be submitted voluntarily, for example by the people willing to assist.
Types of registries
a) MAR (Memory Address Register)- this kind of register is used to access data and
instructions. In case the CPU wants to store some data in the memory of reading the
data from the memory. It’s normally the address of the required memory location
in the MAR.
b) Program counter- also known as instruction pointer (IP) in the Intel x86
microprocessor and also known as instruction address register.
c) Accumulator register—this register is used for storing the results those are
produced by the system. When the CPU will generate some results after the
processing then all the results will be stored into the AC register.
d) Data register – used in micro-computer to temporarily store data being transmitted.
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e) Memory buffer registration - the register holds the contents of data or instruction
read from or writer in a memory. The memory is used to data/instruction coming
from the memory.
f) Index register - the hardware elements which holds a number that can be added to
the address portion of a computer instruction to form an effective address.
Factor to consider when deciding type of registry

a) Expensive and reputation -the reputation is very important.
b) Political and consular support.
c) Registration process.
d) Mortgages.
e) Registration fees.
f) Manning -how flexible is the registry and its requirements.
g) The type of service.
h) Identify key shareholders.
Duties of registry personnel

a) Classify and label documents and file according.
b) Maintain accurate records of documents in order and movement.
c) Respond to customer queries in person by email, post or phone.
d) Maintain accurate records of the documents or irrelevant /outdated.
e) Ensure up-date database and system,
5.4. Documents are assigned folio

Assigning folio to documents
The practice of allotting numbers on a contained document is called folioing. By
placing a folio number on each item there is ability to;
a) Account for every page included.
b) The order of their receipt within the record.
c) Facilitate the establishment of content within which decisions taken.
d) Identify any gaps or missing items from the record.
e) Reference or quote individual items contained in the record.
Applying folio numbers to documents

a) Folio numbers should be placed in the top right-hand corner
b) Each new folio added to the record should have a consecutive number
commencing at it.
c) Enclosures should be given the same number as the item but followed by a
sequential teller until the folio is completely numbered.
d) Folio number should generally be recorded in ink.
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Conclusion
The learning outcome outlined on office documents filing which help in having an
appropriate filing equipment. It also covered on qualities of a good filing system, the
types filling equipment, the centralization and decentralization filing knowing the
functions of registry, the types of registry and duties of registry personnel and lastly
knowing folio to documents.
Further Reading
The further reading should learn more of electronic registry from:

 Wikihow.com/organize- office-files
 Orogon state University: filing systems
Written assessment
1) Which of the following is not office file equipment?
a) Filing cabinet.
b) Open shelving.
c) Digital filing equipment.
d) Computer filing.
2) Which of the following are advantages of open shelving?
a) Saves space and money.
b) They are less expensive
c) Has more than 80% of the capacity.
d) Much file organization.
3) Which of the following is not advantage of centralized filing system?
a) It reduces duplication.
b) Improved security.
c) It’s cheap.
d) Leads to effectiveness use of equipment.
4) Which of the following are the disadvantages of decentralization?
a) Lacks uniformity.
b) No clear supervision.
c) Lack of knowledge from the employees.
d) It leads to uncertainty of resources.
5) Which of the following is not a type of registry?
a) Data registry.
b) Accumulator registry.
c) Computer registry.
d) Program registry.
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6) Which of the following are not factors to consider when deciding the type of
registry?
a) To identify the key stakeholders.
b) The registration fees.
c) The type of service.
d) The company sizes.
7) Differentiate centralized and decentralized filing.

8) What are the functions of registry?
9) What are the procedures of assigning folio of documents?
10) What are the essentials of a good filing system?
Oral Assessment
1) State the advantages of digital filing system?
2) What are the advantages and disadvantages of mechanical equipment?
3) What are the duties of registry personnel?
1) The learners should list all the documents of registry of the organization of their
choice.
2) Practically, the learner should show how they will apply folio numbers in
numbering of documents
3) The learner should use any kind of register to find its advantages and the
disadvantages
Project
The student to write an essay on filling on folio documents and tackle on the procedure,
advantages and ways to improve on IT

 Computers
 Registers
 Stationery
6.3.6.5 References
Katende, H. (2018). Assessing filing and storage of active records at office of the prime
minister registry (Doctoral dissertation).
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Pozzi, S., & Celentano, A. (1993). Knowledge-based document filing, IEEE experts.
8(5) 34-35.3
Slonim, J. Mac Rae, L.J., Mennie, W.E Diamond, N.1981. NDX-100., An electronic
filling machine for the office of the future Computer,14(9),24-36.
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6.3.7 Learning Outcome No. 6: Safeguard office File
Learning Outcome No. 6: Safeguard office File
6.1. Familiarize with office policy manuals on safeguarding Simulate protection

office files as per the SOPs of digital file
6.2. Initiate office policy manuals on safeguarding office files passwords
6.3. Assign responsibilities as per workplace procedures
6.4. Store office files in the filing equipment/ storage devices as
per the workplace procedures.
6.5. Monitor file movement as per SOPs
6.6. Protect digital file passwords as per the SOPs
6.3.7.2 Information Sheet No. 6/ LO6: Safeguard Office File
Introduction to learning outcome No.6: Safeguard office File

The learning outcome involves familiarization of office policy manuals on safeguarding
office files, storage of office files in the filing equipment per the workplace documents.
The outcome will be able to come more of the types of the types of storage facilities,
ways to retrieve the files, and protecting digital password files.

File transfer: This refers to the movement of one or more files from one location to
another. The file transfer protocol (FTP) is a common way to transfer a single file or
relatively small numbers of files from one computer to another.
Obsolete files: These are temporary data and redundant information that slows down
your business’s daily operations. The application to this data can load features more
efficiently, but excessive absolute files require attention.
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6.1. Office policy manuals on safeguarding office files are familiarized with as per
the SOPs
The safeguarding files may be including the following;
a) Minutes of the meeting
b) All the welfare concern forums
c) All notes recorded initially in the form of notebooks or diaries.
d) Referral forms
e) Professional consultations
f) Records of discussion, telephones call and meetings
g) Formal plans
h) Chronology
Safeguarding Office Files

Purpose of safeguarding office files
a) A good method of sharing of information.
b) Identify the link between the past and the presents.
c) Identifies the significance of the issues to be understood.
Obsolete files disposal

As the office continue to eliminate paper records in favor of digital filing system, you
may dispose of the dozen or the hundreds of old papers office files;
a) Assess which files need to be kept – the manager has a clear understanding
that you will need adequate time to accomplish this job.
b) Begin distracting the files -spreading out several documents at one especially
if the files must be complete before you scan, then prepare adequate space on
your desk or use any empty desk or work area for physical taking the file apart
and designated space for the documents waiting to be scanned.
c) Scan documents that must be saved -you can batch the records together before
you scan them. Once scanned, you will want to save them into your
computerized filing system using a logical structure that reflects best practice in
your industry.
d) Dispose of unneeded documents - once the scanning is done for a batch of
files, you must shred unneeded but sensitive documents.
e) Keep up with documents disposal needs - take time in a while to dismantle,
scan and dispose of old files.
There are four destruction option of obsolete records

a) Shredding – the documents are shredded and waste product recycled
b) Incineration -the burning of the records
c) Landfill- the burial of records of a confidential nature is unacceptable as a means of
destruction.
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6.2. Office policy manuals on safeguarding office files are initiated
a) Use document recovery
Office 2016 helps you to recover your documents in the events that the software closes
unexpectedly is quick and easier procedure.
b) Reveal Temporary files

Documents that have been corrupted or deleted sometimes leave behind temporary
version that contains most, the content of the original.
The type file explorer options into the search bar and open the corresponding control
panel result. One is able to switch to the view tab and find the hidden files and folding
and toggle in the advanced setting section.
c) Check the recycle bin

The recycle bin consist all the files that have been recently deleted. You use restore
forum to recover the deleted files.
d) Use the third-party utility

i) Easy office recovery
This is a comprehensive method of rescuing your office documents that is simple
and straight forward to use. The software scans your hard drive for the lost or
corrupted files and often a preview windows so that you can skim through and find
easily the documents you were looking for.
ii) Recover
It’s utility that often use the file recovery ability to free but only requires a license
for the preservation measures and some advanced functionality.
6.3 Responsibilities are assigned as per the workplace procedures

Retention policy in organization
The office should be able to know the records that it should retained, deleted or archived
to the records. Retention schedule. It should be applied to all folder in the shared arises.
Some non-records drafts, working file in the informal folder structure will have a short
retention of maximum of two years.
The retention should manage in shared drives in order

a) Accountability dispose of the records in a timely manner.
b) Reduced volumes of the in-formalization.
c) Reduce the record stored.
d) Dispose of outdated, irrelevant or duplicate information of records.
e) Prepare for migration to another shared arise or more suitable system.
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Importance of retention policy
a) It helps to establish a uniform rule across the organization as to how long
something should be retained.
b) The organization establishes these policies to mitigate the risks associated with
state and local laws.
c) It serves as a guide for when certain records can be destroyed due to the physical
or electronic space constraints.
6.4 Office files are stored in the filing equipment/storage devices as per the
workplace procedures
Stored document control- The storage document is a stored document professional
whose purpose is to enforce controlled processes and practices for creation, review,
modification, issuance, distribution and accessibility of documents. The role ensures
that documentation available at the official points of use within an organization is
entrusted by its users and contains up to date, reliable, checked and formally approve
information.
Mostly present in organization or activity sectors

a) Involving construction.
b) Where the document is frequently updated or modified.
c) Seeking or holding ISO 9001 certification.
d) Wherein finding reliable, up to date and official documents and information is
of critical importance.
e) When large number of documents are produced and exchanged between
different entities. Involves technical operations, strong emphasis on
compliance, traceability and auditability.
Strong devices of office devices

Storage devices are one of the core components of any computing device. The storage
device is used in the computer to store data.
Types of storage
a) Primary storage- also known as main memory, and it’s directly or indirectly
connected to the CPU via memory. The CPU continuously read instruction and
execute what is required. Examples include Ram, Rom, and cache. RAM-is also
known as random access memory. The data in RAM can be accessed just as
fast as any other data. RAM memory used as the computer begins to boot up.
b) Secondary storage- not directly accessible by the CPU. Computer usually uses
its input channels to access secondary data using intermediate area in the
primary storage. E.g. hard disk-it’s the main and usually the largest storage
devices in a computer.
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Table 7: Internal and External hard disk
Internal hard disk External hard disk
Portability No Yes
Price Less expensive More expensive
Speed Fast Slow
Size Big Small
c) Tertiary storage - This involves a robotic mechanism will mount (insert) and
dismount removable mass storage media into storage device. It’s primarily useful for
extra ordinary large data stores accessed with human operations. Examples Magnetic
& Optic disk
d) Offline storage - Also known as disconnected or removable storage. It’s a
computer data storage and device that is not under the control of a processing unit. It
must be inserted or connected by human operator before a computer can access again
e.g. memory card, floppy disk, punched card, USB-flash drive, cloud storage
Storage device features

a) Volatile
b) Accessibility
c) Mutability
d) Addressability
6.5 File movement is monitored as per the SOPs

The file movement monitoring
With so many programs working in the background performing their own tasks it can
be quite difficult know what has been written, deleted or modified to and from your
drives.
Tools to monitor file and folders to changes in real time

a) Watch 4 folder
While performing the task of watching for a number of different actions such as the
files or the folder created. The four folders can alert you in interesting functions such
as watching for a file association changes, whether the free space has changed and also
if a CD/DVD is increased or ejected.
b) Directory monitor
It’s a tool that can watch for file and folder changes, modification, selection and the
creation of the new files and do this while being able to handle multiple locations at
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once. The adding of include and exclude wild as a pattern is also possible if you want
to exclude certain files from the monitoring process.
c) The folder spies
The program is able to handle the real time monitoring of multiple folder at once and
to have a very portable executable of just 120k. The folder spy can watch for creation,
deletion, attribute changes, access date and file size change.
d) Track folder changes
It’s a very simple, small, and portable tool to operate and has no options to configure at
all. The type of changes to files and folders it can detect is also slightly less than some
other programs but still able to identify when they are created, modified or deleted.
6.6 Digital file passwords are protected as per the SOPs

The password is essential to business as recent data suggests that 66% of data suggests
that 60% of data breaches stem from lost or stolen password.
The password protection

This is a security process that do protects information that is accessible through
computer that need to be protected from other users
The password allows only the authorized password ones to access to the certain
information. The password is used commonly to gain entry to networks and into various
internet account in order to authenticate the user accessing the website.
Procedure of protecting western digital external hard drive using a password

a) Download and install WD security program on your personal computer
b) Connect your WD external hard drive to you Pc.
c) Enter the password when launching WD security.
Other security solution for protecting your files

a) File the easy way to password protect files is to create on archive of the files
using a compression tool. When archives are created, you can encrypt the
content by specifying a password.
b) Windows WTE and window XP users
Window WTE and windows XP come with their own compression utility, the use of
the third part software program is advised for protection of comprised utility.
The files and folders frequently used as accessed

In order to safeguard the password, protect that you frequently use you need to install
a third-party program that allows you to protect your files and folders.
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Below are some free and commercial solutions
a) 7-z -a free file and folder zipping utility, which includes the ability to password
protect zipped file and folders
b) Protect folder with an excellent software program that enables you to password
protect folder
c) Folder inward - a password protection software program that enables you to
protect files, folder and other window resources.
d) Ax crypt - an excellent free encryption utility that enables users to encrypt all
the files within a folder and not allowed to be viewed unless a pass phrase.
Some of the issues on password protecting files and folders

a) No much protection on the protected file and it can’t be 100%. There are
numerous tools, utilities and instructions on how to break password on the files.
b) It can be deleted even though it is protected always remember to backup all your
files
c) The data will be lost if you forget the password and you are spending time to
speak.
Conclusion
What was covered enhanced on transfer of files, retrieval of files, file movement
monitory and even disposal of obsolete files. It also covered on ways of safeguarding
office files, the purpose of safeguarding office files ways of disposing obsolete files
retrieval of office files.
Further Reading
The learner to read further on various software used to protect digital file
passwords.
Safeguarding Records: The choice of Erg law
Texas. State library and archives commission filing system
Written assessment
1. Which one of the following is not included in safeguarding of files?
a) Minutes of the meeting.
b) Welfare concern forms.
c) Record of discussion.
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2. Which of the following is not a purpose of safeguarding of office files?
a) Used to identify the significance of the issues.
b) To identify the link of the past and the present.
c) To identify the significance of the issues to be understood.
d) To make the tidy.
3. Which one of the following is not a destruction option of obsolete records?
a) Land drill.
b) Shredding.
c) Throwing away.
d) Incineration.
4. Which of the following are the ways of retrieving office files?
a) Use of document recovery.
b) Use of computer.
c) Checking the recycle bin.
d) Use of the third part utility.
5. Which of the following is not a type of storage?
a) Primary
b) Secondary
c) Middle
d) Tertiary
6. What are obsolete files?
7. What are the responsibilities assigned to workplace policies?
8. Differentiate between RAM and ROM file storage.
9. Differentiate the difference of magnetic tape and optic disk.
Oral Assessment
1. What are the tools to monitor files?
2. What are the steps of protecting digital files?
1. The students should list all the software that are used to protect the digital office
files
2. The students to use secondary storage software to presents the advantages of
internal hard disk and external hard disk.
3. Through the use of computer lab, the students should know the ways of monitoring
of digital files.
Project
The student to write a project on the ways of safeguarding of the office documents
covering: storage, transfers and obsolete files and passwords encrypted.
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 Computers
 Registers
 Stationery
6.3.7.5 References
Katende, H. (2018). Assessing filing and storage of active records at office of the prime
minister registry (Doctoral dissertation).
Pozzi, S., & Celentano, A. (1993). Knowledge-based document filing, IEEE experts,
8(5) 34-35.3
Slonim, J. Mac Rae, L.J., Mennie, W.E Diamond, N.1(981). NDX-100., An electronic
filling machine for the office of the future Computer,14(9),24-36
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CHAPTER 7: OFFICIAL MEETINGS COORDINATION/ COORDINATE
OFFICIAL MEETINGS
7.1 Introduction
Official meetings coordination unit of competency is a core unit of competency offered
in TVET level 6 qualification for office administration. This unit specifies the
competencies required to coordinate official meetings. It includes preparing meeting
invitations, the meeting room, and reference materials, providing hospitality services,
taking the minutes of the meeting, clearing the meeting room, preparing the minutes
and action plan document. The significance of the official meeting coordination to
TVET level 6 curriculum, is to enable the trainees to acquire skills and knowledge in
coordinating official meetings which are important elements, in business management
enabling the employers and employees to communicate and share information, solve
problems, and improve performance.
The critical aspects of competencies to be covered include; preparing meeting

invitations, organizing meeting room, preparing meeting reference materials according
to the number of participants, requisitioning meeting requirements, provision of
hospitality services, recording meeting discussions with resolutions passed, sorting
meeting documents based on the level of confidentiality, collectting meeting equipment
for safe custody, reviewing meeting notes immediately after the meeting, preparing
minutes in reported speech and correct layout, filing signed minutes copy, and
circulating the approved minutes. The basic resources required include; meeting
equipment, filing equipment, internet connectivity, registers, stationery, and external
storage devices. The unit of competency covers seven learning outcomes. Each of the
learning outcome presents; learning activities that covers performance criteria
statements, thus creating an opportunity to demonstrate knowledge and skills in the
occupational standards and contents in the curriculum. Information sheet provides;
defination of key terms, content and illustrations to guide in training. The competency
may be assessed through written tests, demonstration, practical assignment and case
study. Self assessment is provided at the end of each learning outcomes.

Coordinate official meetings by preparing for meetings, requesting for meeting
requirements, recording meeting discussions, reviewing meeting notes, preparing,
signing, and circulating approved minutes in accordance to the workplace practices and
procedures, number of participants, weather, organizational requirements, participants,
SOPs, and agenda.
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a) Prepare meeting invitations
b) Prepare the meeting room
c) Prepare reference materials
d) Provide hospitality services
e) Take the minutes of the meeting
f) Clear the meeting room
g) Prepare the minutes and action plan document
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7.3.2 Learning Outcome No. 1: Prepare Meeting Invitations
Learning Outcome No. 1: Prepare meeting invitations

Instructions
1.1 Receive meeting notice instruction as per the workplace Provide the pens
practices. and foolscaps to
1.2 Prepare and sign invitation letters based on the workplace be used.
practices.
1.3 Prepare and send an agenda with invitation letters as per the
SOPs.
1.4 Receive feedback (confirmation and apologies) as per the
7.3.2.2 Information Sheet No. 7/ LO1: Prepare Meeting Invitations
Introduction
This learning outcome covers receiving meeting notice instructions, preparing and
signing invitation letters according to the workplace practices, preparing and sending
an agenda with the invitation letters as per the SOPs, and receiving feedback
(confirmation and apologies) as per the workplace procedures.

Agenda: These are the items or list of things to do in a meeting. In other words, it is
the order in which the activities are to be taken up beginning with the call to order and
ending with adjournment.
Apologies: A spoken or written expression of ones regret or sorrow for having failed
or wronged.
SOPs: It fully stands for Standard Operating Procedures. These are written method of
controlling a practice or step by step instructions compiled by an organization to help
workers carry out complex routine operations.
1.1. Meeting notice instruction is received as per the workplace practices.
A meeting notice is a text, paper or a document informing the members of an
organization about an upcoming meeting. This document must specify the date, time
and the place of the meeting and the general business to be handled or executed at the
meeting. There are various type of meetings and conferences but it is important to
distinguish the terms meeting and conferences. Meetings and conferences in general
terms are similar events where people gather to discuss or talk on a chosen topic.
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Though the similarity, there are good differences for similar events to be classified as
either a meeting or a conference. A conference is larger in scale though it is also a type
of meeting among various people who come together to talk about a particular subject.
Meetings are mostly held in-house while the conferences are held in places that are
designed to hold meetings of this scale such as training centers or hotel conference
rooms. Some of the types of meetings and conferences are;
i) Annual General Meeting (A.G.M)
An AGM is a shareholders meeting where shareholders are given the chance to address
the board of directors on an organization’s annual progress.
ii) Congress
These are frequently scheduled meetings that involve debate, decision making and
voting.
iii) Board meeting
These are meetings generally held few times a year and involve the coming together of
organization’s board of directors or decision makers to talk about the progress of the
organization and the future plans.
iv) Workshop
This is a meeting that is educational in nature to provide a small group of people with
intensive discussion on skills and techniques that are particular to an industry.
1.2. Invitation letters are prepared and signed based on workplace practices.
There are various reasons why particular stakeholders of the organization are called for
a meeting. The invites of such meetings vary depending on what the discussion, the
agenda of the meeting and the scope of the meetings information. To add on, there are
also meetings set by individuals and or organizations for the purposes and advantages
that meeting may give to them. The information in a meeting invitation may also vary
on the focus or subject of the meeting. The content of meeting invitation should
therefore list all the items that need to be known by the attendees, concerning the
meeting so they can know things that they need to prepare, contribute and present
during the meeting duration.
When starting off an invitation letter, mention what the attendee is being invited to, the
type or the name of event, the date, time and venue. These are the most basic things that
any invitation letter must contain. The letters can also mention the expected dress code
for the occasion. The writer can also include information like what the program would
entail and indicate if the invite includes lunch, dinner and so on. These helps the readers
to come prepared for the meeting. If you wish, you can extend the invitation to family
members or personal guests of the individual you are addressing it to. Before signing
off, remember to indicate RSVP details as it gives you fair idea of who is and who is
not attending. In addition, when closing, include a friendly request to encourage your
invitee to reply to your organization invitation letters. For example, adding a statement
“looking forward to your reply” gets people to answer your meeting invitation letter
even more likely, at the end put your signature.
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Key details
Who? Who will be attending the meeting or event? What and why? The reason or the
purpose for the meeting? Where? The location? When? The set times?
1.3. Agenda is prepared and sent with invitation letters as per the SOPs.
A meeting agenda is a list of items that participants hope to accomplish at a meeting.
The agenda should be given in advance minimally 48 hours in advance before a meeting
so that the attendee have the opportunity to prepare for the meeting. If possible,
preferably the agenda should be available several days before the meeting.
How to write an agenda for a meeting

1. Request information from your colleague
People get more engaged in the meeting if they have or contribute in the agenda making.
Ask your colleagues suggestions and try to add some of them to your agenda. Ensure
you do these 6-7 days ahead of time so that the members have a chance to contribute.
This ensures agenda is finalized 3-4 days before the meeting.
2. Establish your main objective or objectives

A defined purpose should be there in a meeting, for example, to make decisions, make
plans for future, share information or giving progress report. Nevertheless, a meeting
can have more than one goal.
3. Focus on issues that affect more than just a couple of people

If you have an item in your agenda that could be solved by a meeting between two
people, leave it, instead include problems that everyone needs to contribute.
4. Narrow your list of agenda items down to what you want to cover.
This involves prioritizing what’s most important to be able to cover everything and
hence stick to the most important items.
5. Schedule the most important topics first
This ensures that everyone will be able to discuss these important topics when they are
at their sharpest and least fatigued at the very beginning of the meeting.
6. Map out how much time each item will take
Though you may not know for sure how long time each item will take, you need a
general idea. In developing this, keep in mind how long the meeting and how much you
have to cover. Allocate more time to most important topics.
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Table 8: Time allocation for each item
Schedule Allocate time

Welcoming 10Mins
Report progress 50Mins
Discuss Fundraiser dates 25Mins
Question and Answer 15Mins
Wrap up 10Mins
7. Establish who will lead each section on the agenda

Indicate who is going to lead each part of the meeting. Don’t let this come as a surprise
to the person.
8. Allocate time in the schedule for any special guest
The guests to your meeting who came to discuss important topics should be given time.
Other items to be included are; starting with a title for your agenda and meeting, leave
a section for action items and off topic discussions at the end of your meeting agenda.
Lastly, double check meeting details such as time, place and conference logistics.
To conclude, send the agenda out 3 – 4 days ahead of meeting.
1.4. Feedback (Confirmation and apologies) is received as per the workplace

procedures.
The sender expects a reply either to confirm the invite or to apologize for the failure.
At the end of the letter, there is a place written R.S.V.P
R.S.V.P is a French expression (“Réponde zs'il vous plaît”) when is interpreted “Please
reply”. This means the sender expects you to either accept or decline the invitation. The
faster the reader replies, helps the sender plan well also show self-respect.
Conclusion
The learning outcome covered on requirements for organizing a meeting, there are basic
instructions to be maintained as discussed above that is, preparing and signing of
invitation cards and letters, preparing and sending of an agenda and the receiving
feedback as per the workplace procedures.
Further Reading
https://www.wildapricot.com/articles/how-to-write-meeting-minutes#pre-planning
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Written assessment
1. What do we call the spoken or written expression of one’s regret for failing to
attend a meeting?
a) SOPs
b) Apologies
c) Sorrow
2. Define Agenda
3. What do we call confirming or apologizing for not coming in an invited meeting?
a) Meeting notice
b) Feedback
c) Failure
4. Name four basic items of an agenda
Oral Assessment
1. What are SOPs?
2. What is agenda?
3. Distinguish between meetings and conferences
1. Write an official meeting agenda.
2. Write an invitation letter.
3. Discuss in class on meeting notice instructions.

 Meeting equipment
 Internet conncectivity
 Registers
 Stationery
7.3.2.5 References
Francisco J. M. (2007). How to Create and Facilitate Meetings that Matter, The
Information Management Journal, 41(6), 54-58
Hession, P, Mccormack, T, & Costeilos, (2014). U.S Patent No. 8,849,907.
Washington D.C: U.S Patent and Trademark Office.
Mason, C. Y, McGahee-Kovac, M, & Johnson, L (2004). How To Help Students
Lead Their IEP Meetings. Teaching Exceptional Children, 36 (3), 18-24
257
7.3.3 Learning Outcome No. 2: Prepare the Meeting Room
Learning Outcome No. 2: Prepare the Meeting Room

Instructio
ns
2.1 Identify the meeting room based on the workplace procedures. Equip the
2.2 Coordinate meeting room cleaning as per the workplace trainees
procedures. with the
2.3 Provide sufficient furniture based on the number of participants. required
2.4 Provide proper lighting and ventilation based on the weather. equipment
2.5 Label the meeting room and put directions at strategic positions. for
2.6 Place meeting instructions and requirements at strategic places preparing
in the meeting room. meeting
room
7.3.3.2 Information Sheet No. 7/ LO2: Prepare the Meeting Room
Introduction
This learning outcome covers identifying the meeting room, coordinating the cleaning
of the meeting room based on workplace procedures, providing sufficient furniture
based on the number of participants, proper lighting and ventilation of the meeting
room, and labelling the meeting room and direction at strategic positions.

Meeting room: A meeting room is usually a space set aside for people to gather often
informally to hold meetings, for issues to be solved, priorities or decision made.
Room setup: This is the room arrangement and plans in considerations of headcount,
space dimension, necessity and objectives.
Capacity: The amount that that room can contain.
Meeting instructions: This are guidelines for all participants.
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2.1. Meeting room is identified based on the workplace procedure
When important meetings need to take place, the meeting venue will be needed.
Meeting with company or organization employees can be a waste of time if the venue
does not meet their needs. For organization that don’t have their own meetings rooms,
there are considerations that can help you figure out the right venue for you:
a) Location-This is key to any meeting. Preferably you will want to choose a location
room, there are considerations that can help you figure out the right venue for you.
b) Booking-The rule generally is that the bigger your meeting venue is, the earlier you
may have to book it. For bigger conference you may have to book a venue for a month
or even an year in advance. Its best interest to book earlier enough.
c) Flexibility-It is important to locate a meeting space provider who is willing to work
with the client unique needs. This includes flexibility with meeting rooms Inventory,
and sizes, dates and catering options as well as to provide qualified staff and support
where necessary.
d) Technology-Technology creates opportunities on today’s world and therefore it is
important that your meeting venue allows for and even provides cutting edge
technology. This makes meetings more involving and efficient. Identify venue that has
access to video conferencing, equipment, projector, dry erase boards and other tools for
presentation.
e) Services-Reputation is vital so choosing a venue that presents a professional Image
to your attendees is important. This does not mean only professional looking
environment but also includes professional services like greeters, catering and reception
area access.
f) Cost-The cost varies depending on a variety of factors including the length of the
venue, the number of expected attendees, service required and the types of equipment
used. Set an itemized and specific budget to rent a meeting room that covers all your
requirement without any addition or unnecessary costs.
g) Size-Prior to choosing a location determine the exact number of attendees as it will
inevitably the price of the room as well as the requirements of a successful meeting
2.2. Meeting room cleaning is coordinated as per the workplace procedures.

It is important to have a clean office or meeting room for the overall health and safety
of your attendees. A meeting room can be a reflection on the customer and often makes
the first impression. The regular cleaning service for board and meeting include.
1. Vacuum any matting and high traffic carpeting.
2. Remove all garbage and replace garbage lines where applicable.
3. Tables damp wiped with disinfectant cleaner.
4. Wipe down walls removing figure marks on doors.
5. Chairs cleaned and placed around table to give a tidy and organized impression.
6. Dust all furniture surfaces using dust on wood and clean sanitized damp clothes
for metals and plastic surfaces.
7. Uncross your wires-Cords and cables are frequently in abundance in a meeting
room due to many technologies that organization apply when holding virtual
259
meetings. Make sure that all cords, dangles and cables are in good working
conditions. Use only the exact number of cable that you need and keep the rest
away.
2.3. Sufficient furniture is provided based on the number of participants.

The first piece of a meeting or conference or meeting room you should have is a table.
Once you have conference room table in place the duty of picking chairs furniture and
appliances becomes easier. When buying or identifying appliance think about the size
and the shape of the room and the table to best suite in the room. The number of chairs
to fit in the room depends on the size of the conference table. The spacing is also very
important. They should be at least a space of 44 inches from the wall and the table. The
conference hall equipment necessity are the white boards, the right chairs right projector
and the viewer port cables and cards, audio or video conferencing equipment and so on.
Having too many chairs, tables and other office equipment in the room or having less
of them may cramp your service. A little extra is fine but if there is a huge difference
between the number of people in the meeting and the number of furniture you should
move out the way. The same goes to equipment if it is not needed it is taken away by
the attendee e.g. notebook, pens, drinking water also most importantly the guiding
schedule of the meeting. The meeting instruction keeps the discussion and the meeting
in focus and prevent them in engaging in different agenda.
Factors to consider when setting up a meeting room

1. Headcount-begin with the attendee count and the number of the number of
registrants and figure out how many people you are trying to fit in.
2. Space dimensions-the measurement of space or spaces in the venue is needed
3. Safety and security-safety features you will need should be considered. Things
like clear paths leading to emergency exit doors and wheel chairs access should
close your mind.
4. Necessities-You need to factor in event necessities such as furniture, décor and
food. For example, you will be holding a buffet style dinner.
5. Objectives-It is important to keep your objectives in mind. Each event room
setting has its own advantage and disadvantages. Be sure of what you are going
for before setting up a room.
Meeting room setup style: When organizing your meeting, there are many options as
to the type of meeting rooms to use.
Board room style-is a classic meeting room style where classic executives gather
around a table to discuss important matters. It consists of rectangular or oval table (or
a number of tables) in the center with chairs around.
2.4. Proper lighting and ventilation are provided based on the weather
Proper lighting and ventilation and indoor air quality plays an integral role and create a
healthy more productive environment for meetings. This varies on the weather. All
outdoor air intakes should be monitored and fresh air be supplied in the building.
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Importance of ventilation
1. Fresh air is necessary for the wellbeing of the people. It makes a place
comfortable.
2. It helps to prevent disease such as tuberculosis.
3. It helps to get rid of carbon dioxide.
4. Helps to get rid of human odors and humidity.
Importance of proper lighting
1. People can do their work when there is sufficient light.
2. They can read without straining their eyes.
2.5 Meeting room is labelled and directions put at strategic positions

Meeting room labelling is done to indicate the exact room to be used by the attendees.
This helps the attendee to locate the room at ease and also avoid uninvited guests to
come or to interrupt meeting directions are put at strategic positions to avoid confusion
of attendees entering another room in the building hence, this makes the labelling and
giving of directions very vital.
2.6 Meeting instructions and requirements are placed at strategic places in the
meeting room
These are guidelines showing the purpose and the needs of the meeting thus, providing
what is needed for this style allow for proximity to each other. It is best for shorter
sessions involving open discussion.
Hallow square style

It is known as close-up and consists of four tables in rectangular place adjacent to each
other.
This distinguishes between this meeting style and the boardroom. The difference
between this meeting style and the board room style is the empty space which allows a
person to navigate between the four tables to facilitate discussions. This style is best for
a group of under twenty people.
U-shape style
This room style consists of a series of rectangular tables placed end to end to form a
“U” shape. And the chairs placed in the outer side. This style is suitable for presentation
and training session and conferencing. Each group has a table in front of them which
makes this seating arrangement great for taking down notes.
Auditorium style
Just like a theatre, it is a central a stage for sports or for the speaker with audience,
chairs place in a straight or semicircular row facing the stage. The auditorium style
conference work best when need to host large number of people without having to take
notes or having any interaction with each other.
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Banquet style
This meeting room style is built about numerous (usually round) tables placed in large
on tables placed in a large room of open stage. Depending on the room purpose these
tables with either have standing places or up to 8 chairs placed around them.
Conclusion
The learning outcome outlined on the main purpose of a meeting room which is to
make meetings effective and purposeful. All the considerations listed above are to be
well taken care of in identifying and preparing the meeting room. The meeting room
should be identified based on workplace procedures and be cleaned. Sufficient furniture
is provided based on participant number and the room be properly lit and ventilated. It
should also be labelled and with directions and requirements placed at strategic
positions in the meeting room.
Further Reading
Written assessment
1. What do we call the guide lines for all participants?
a) Capacity
b) Meeting room
c) Meting instruction
d) Room setup
2. Which among this is not consideration when identifying a venue?
a) Food
b) Location
c) Flexibility
d) Services
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Oral Assessment
1. What is a meeting room?
2. Explain meeting room setup.
1. Demonstrate a meeting room setup or layout in different styles.
2. In turns demonstrate in labeling and putting directions in strategic places toward the
meeting room.

 Registers
 Stationery
7.3.3.5 References
Hawks, Q., Tharker, P., Sharma, K. , Bhattacharge, Aeversole, A. Qun, B. (2012),

Patent No 8275197, Washington D.C U.S Patent and trade mark office
HinkT.R&traler.j.b1998) the services imperative during meeting effectiveness Cornell
a Hotel and restaurant administration quarterly, 39(5), 59-67
Operman, M. (1996) convention destination images and analyses of association
meeting planners perception. Tourism management, 17(3)175-182
Redfem&jayanty S.A (2014) U.U patent application NO13/688,002
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7.3.4 Learning Outcome No. 3: Prepare Reference Materials
Learning Outcome No 3: Prepare reference materials

Instructions
3.1. Prepare the list of participants who have confirmed Circulate all
attendance based on invitations. copies of signed
3.2. Sign minutes of the previous meetings by the minutes to the
chairperson and secretary for circulations. members.
3.3. Ensure the copies of signed minutes are ready for
circulation based on the number of participants as per
organization requirements.
3.4. Make requisition of meeting requirements (notepads,
pens, LCD projector, iPads, flip-charts) as per workplace
procedures.
3.5. Prepare the meeting presentation materials (maps,
slides, handouts).
7.3.4.2 Information Sheet No. 7/ LO3: Prepare Reference Materials
Introduction
This learning outcome covers preparation of the list of confirmed participants based on
invitations, signing of the minutes of the previous meetings by the chairperson and
secretary for circulation, making the copies of signed minutes ready for circulation
based on the number of participants as per organization requirements, requisitioning
meeting requirements (notepads, pens, LCD projector, I-pads), and preparation of the
meeting presentation materials (maps, slides, handouts).

Participants: A person who become involved in particular activity or who takes part
in it.
Meeting requirements: A documented physical or functional need that a person aims

to satisfy.
Minutes: These are the instant written records of a meeting hearing. They describe the
events of the meeting and may include a list of attendance and statements of the issues
considered by the participants and related responses or decision for issues.
Presentation materials: These refers to materials to be given for documentation.
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3.1. List of participants who have confirmed attendance is prepared based on the
invitations
It is very important to have a list of confirmed attendance. This helps the planner to
have exact number of those attending for the purposes of acquiring all the meeting
requirement in advance. It also guides on many activities including provision of food
and hence catering will be able to prepare enough for everybody.
3.2. Minutes of the previous meetings are signed by the chairperson and the
secretary for circulation.
Once approved by the board, the minutes are signed by the chairman. By signing the
minutes, the secretary is indicating that the minutes have been approved by the board
of directors. The minute’s signature by the secretary makes it legal records of
proceedings and establishes evidence of the original document authenticity. It is not
obligatory to wait for the next meeting in order to have the minutes of the previous
meeting signed. Such meeting may be signed by the chairperson of the meeting before
the next meeting is held. In the event of death or inability of the chairperson, the deputy
chairperson or the director who was present in the meeting and duly authorized by the
board for purposes within thirty days of the general meeting. The chairperson should
initial each page of the minutes, sign the last page and append to such signature the date
in which he has signed the minutes. In blank spaces in page between the conclusion of
the minutes and signature of the chairperson should be scored off.
3.3. Copies of the signed minutes are made ready for circulation based on the
number of participants as per the organization requirements
With fifteen days from the date of conclusion of the meeting of the board, the draft
minutes therefore should be circulated in physical or electronic mode to all the members
of the board for the comments. Where the director communicates in writing to the
chairperson or board, or via the secretary to send him a draft minute in a particular
mode, it should be given to him in the same mode.
The director whether present at the meeting or not should communicate their comments
in writing on the draft minutes within seven days from the date of its receipt, so that the
minutes are finalized and entered in the minutes book within specified time and limit
of thirty days. If the minutes are circulated in physical mode, two days may be added
for purposes of reckoning the prescribed period of seven days. If any director
communicates his comments after the expiry of the said period of seven days, the
chairperson shall have the discretion to consider such comments. The decision of the
chairperson to record or not the comments of the director in the minutes shall be final.
Only on ratification therein by majority of the directors. The director who attended the
meeting of the board and ceased to be a director, thereon is entitled to receive a draft
minute of that particular meeting and offer comments thereon.
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3.4. Meeting requirements are requisitioned (notepads, pens, marker pens, LCD
projector, iPads, flip-charts) as per the workplace procedures
You should request for the availability of the meeting requirements a few days before
the meeting dates. You should re-identify the purpose of the meeting so that it guides
you on the list of what is needed and their resources. List down the requirement and the
sources. Examples of this meeting requirements includes notepads, pens, mark pens lad
projectors I-pads flipchart and so on. The meeting planner should plan where the venue
is allocated and confirm with the servers on the availability of requirements.
3.5. Meeting presentation materials (maps, slides, hand-outs) are prepared

Complaints about poor presentations shall have been received for decades and continue
to be received. Effective presentations make learning and technical admins more likely.
It also enhances the perception of the presenter in the eyes of the professional
community. Boring ineffective presentations are not paid much attention and are
quickly forgotten especially by planners of future limited sessions. This therefore
makes preparation of presentations materials very important.
Content organization tips

Make sure that the audience walks away understanding. The five things that a listener
really cares about
a) What is the problem and why?
b) What has been done about it?
c) What is the presenter doing (or has done about it)?
d) What additional value does the presenter approach provide?
e) Where do we go from here?
 Carefully budget your time especially for short e.g. 15 minutes presentations
 Allow time to describe the problem clearly enough for the audience to
appreciate your own contribution clearly
 Put your materials in a context that the audience can relate to.
Preparing effective displays

 Keep it simple-Include all kinds of quick decorations artistic effects and logos
 Try to limit the materials to eight lines per slide and keep the number of words
you a minimum. Summarize the main points, don’t include every detail of what
you plan to say. Keep it simple.
 Use easily read fonts
In summary you should prepare the material to support your presentation. It is
beneficial to provide the attendees with written materials to accompany presentations
as specific detailed supplemental materials can help members fully focus on the speaker
rather than try lengthy notes that they may be trying to jolt down.
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Conclusion
In summary, the reference materials for the meeting from this learning outcome are to
be properly identified, prepared and availed. Minutes of the previous meeting should
be signed by the chairperson and the secretary of the meeting and circulated to the
members for reference purposes.
Further Reading
https://www.wildapricot.com/articles/how-to-write-meeting-minutes#pre-
planning
Written assessment
1. Who are participants?
2. Explain what is meti9ng requirements
Oral Assessment
1. Explain requiting of meeting requirements
2. Describe the preparation of presentation of meeting materials
3. Explain how to make effective displays

 Registers
 Stationery
7.3.4.5 References
Bruns, H. C. (2013). Working alone together: Coordination in collaboration across

domains of expertise. Academy of Management journal, 56(1), 62-83.
Christiansen, J. K., & Varnes, C. J. (2007). Making decisions on innovation: meetings

or networks?. Creativity and Innovation Management, 16(3), 282-298.
Jacobsson, K., & Vifell, A. (2003). Integration by deliberation? On the role of

committees in the open method of coordination. Unpublished manuscript, State Center
for Organized Research (SCORE), Stockholm, Sweden.
Seldon, A. (1990). The Cabinet Office and Coordination, 1979–87. In Prime minister,
Cabinet and core executive (pp. 125-148). Palgrave, London.
267
7.3.5 Learning Outcome No. 4: Provide Hospitality Services
Learning Outcome No. 4: Provide Hospitality Services

Instructions
4.1 Establish the number of the participants based on the Provide a

confirmed participants. booklet for
4.2 Familiarize with meeting program based on the meeting registration
notice. details of the
4.3 Prepare the meeting hospitality budget based on the members
menu.
4.4 Identify hospitality service providers and place orders as
per the workplace procedures. Give out the
4.5 Serve meals and refreshments as per the workplace meeting
procedures. program to the
4.6 Conduct registration as per the workplace procedures. participants
4.7 Usher participants into the meeting room as a as per the
7.3.5.2 Information Sheet No. 7/ LO4: Provide Hospitality Services
Introduction
This learning outcome covers establishment of the number of the participants based on
the confirmed participants, familiarizing the meeting program based on the meeting
notice, preparing the meeting hospitality budget based on the menu, identifying
hospitality service providers and place orders as per the workplace procedures, serving
of meals and refreshments as per the workplace procedures, conducting registration as
per the workplace procedures, and ushering participants into the meeting room as per
the workplace procedures.

Hospitality: This a friendly treatment of reception and guests.
Hospitality service standard: There are the rules and expectation for conduct if any
customer service and how you want customers to feel about their experience with your
company and organization.
Hospitality service providers: In general, this is organizational business or individual

who offers service to others in exchange for payment.
268
4.1. Number of the participants is established based on the confirmed
participants
Important to confirm participants number so that to establish roughly the expected
service as the expected services as the confirmed participants gives general guide of
all the services to be any offered. This includes the catering services and also in
provision of meeting requirement. Meeting observes various forms and serve many
different purposes and also the attendance should vary accordingly some formal
meetings such as general meetings may have specific attendance requirements. This
will be set out in the organization constitution of association and must comply with
the relevant legislation.
4.2. Meeting program is familiarized with based on the meeting notice

Meeting notice is one of the important proceedings that must be complied with in an
organization before having a meeting. The notice of their meeting is a communication
to the shareholders of a company informing them that a shareholder meeting will take
place and the items that are in the agenda for that meeting. Some of the basic
requirement of a notice of the matters to be considered at the meeting the period of
the notice must be given, the content of the notice and so on. A meeting program is
guide with a list of items that participants seek to accomplish in a meeting. The
meeting program has basic items such as warm up and greetings, reviewing the
minutes of the prior meeting.
Discuss and make decisions about the agenda, lunch breaks and so on to make sure
that they match to avoid inconveniences and confusion during the proceedings.
4.3. Meeting hospitality budget is prepared based on the menu

When creating a budget for your meeting there are several essentials to include.
Among this are registration fee, speakers and entertainments, foods and beverages and
the cost of the meeting space.
1. Registration fee-When beginning to plan your budget you include your budget and
include registration fees. Also, to include speakers, full paying restrictions, guests and
advertising. Also remember to put in any late charges or deposits for registration
2. Food and drinks- Food and beverages are essential to include in your budget
determining the cost for travel fees equipment and handouts for the speakers and any
charges that will be associated with entertainment in addition.
3. Speakers and entertainment-when making up budget make sure you include
meeting space. Put in mind things like rental for the space, fees for setup, the cost for
the chairs, tables and other requirement of such things such as fax machine, telephone
and other communication devices, security clearing etc.
4. Postage and printing- Consider some of the following as you begin to plan the
advertising budget, envelopes signature, handouts, stationery, maps, event evaluation
forms and registration materials.
269
5. Registration and office check-in- The registration and check-in materials include
admission tickets, computer equipment and personnel, service and information desk
usage. These items should not be overlooked as they are important to the mee`ting
process.
6. Additional fees-Addition fees may be encountered such as union charges,
furniture, rentals, taxes and licenses fees. Make sure that enough money is allocated
for things that may come up.
4.4. Hospitality service providers are identified and orders placed as per the
The hospitality industry is brim industry with various categories, but customer service
is the unifying factor shared by all sectors of the organization.
Types of hospitality services
a) Food and beverages- Is a crucial sector of hospitality industry which has
supremacy among all. It is further categorized as follows:
1. Catering business- Provides food and beverage catering services for any
special occasion.
2. Quick service establishment- These are commercial; food services restaurant
that competes for customer who looks to gunner quick snacks drinks and
meals. They have fewer employees and service is the norm.
3. Full-service restaurant- Are typical restaurants where feature course meal
drinks and other food services. This places you at table as you wait to take
food serviced.
b) Travel and tourism
It is a huge sector of hospitality with several key players around the globe. They
include airlines, cruise ships and many crew members.
c) Lodging accommodation
This industry features luxurious hotels to extravagant resorts and campgrounds.
Accommodation is a large sector ranging from breakfast and bed enterprises to hotels
and other services offered by lodgings. There are three types of hotel accommodation
and lodging suites and resorts.
d) Entertainment industry
It involves the most important things of hospitality. Entertainment is important part
of our travel today. Some of the activities in entertainment are gaming, cruises
mariners, night clubs and bars. The services needed should be placed for hospitality
services providers.
4.5. Meals and refreshments are served as per the workplace procedures
Providing meals at meeting promotes a welcoming atmosphere to the attendee. The
factors to consider when preparing the refreshment for meeting.
1. What to serve. The key to preparing food s that can be enjoyed by a variety of
people is simplicity You should consider people diet restrictions and offering a variety
of refreshments that are low fats, sugar free caffeinated and decaffeinated. Some of
true and tried suggestions are
270
Morning refreshment
 Coffee without and with caffeine
 Hot water from heretic and regular tea.
 Pastries and doughnuts
 Yogurt
 Fruits
Afternoon refreshments
 Sodas with and without caffeine diet and regular vegetables and flips.
 Cookies offers a variety of different tastes
 Bottled water and so on
2. How much to serve. The amount of food require depends on the age of people
you are serving and time of the day. An older crowd tends to eat less.
3. How to serve. Provide spoons plates, napkins and serving containers and other
utensils necessary. Offer spill proof foods that are easy to handle if people have to
balance plates on their laps.
4. Environment. To decrease the environmental impacts, provide containers for
recycling aluminum cans and for composting litters.
4.6. Registration is conducted as per the workplace procedures

Registration keeps track of anyone connected to the event as managing participants
and attendees is very crucial. It encompasses all people who will be involved in the
meeting including panelist. Workshop leaders and assistance presenters, key note
speakers, supply staff and attendees. Event attendees can be entered manually or be
tracked when people register to your event. In their participant details you can collect
the name invitation category, Invitation status and acceptance status of all potential
and confirmed acceptance. One important aspect for event planner is to know what
the availability of each participant is and what time constraints if any that each
participant has.
Also, you can have a participant schedule where you can record all the items to which
the participants have assigned for example if the person is moderator participants
reserve and so on.
4.7 Participants are ushered into the meeting room as per the workplace
procedures
Ushers are responsible for overseeing guest seating and addressing. Any seating or
security issues that arise. Other duties include checking tickets in movie theatres or
sporting activities, disturbing programs, answering questions and assisting people in
finding restrooms and refreshments. Ushers are responsible for enforcing any policies
regarding guest behavior particularly during the event e.g. any disruptive behavior or
activity e.g. parking accordingly and reminding guests to turn off their phones. Ushers
are expected to dress neatly and present a profession face to the guest. This must
remain calm under circumstances and treat guests with respect in all situation.
271
Conclusion
Based on this learning outcome after establishing the confirmed participants for the
meeting, the provision of hospitality services is planned for based on stipulated
standards and budget for the service. Registration and confirming the participants for
the meeting is necessary for proper planning and service.
Further Reading
Test M. R. & sipe L., (2012) service leadership competences for hospitality and
tourism management. International journal and tourism management
Written assessment
Multiple choice questions
1. A friendly treatment and reception of guests is referred to as?
a) Service standard
b) Service providers
c) Hospitality
d) Respect
2. What is the purpose of participants’ registration?
a) For preparing food purposes.
b) Keeping track and record of everyone in the meeting.
c) To know the identity of the participants.
d) To socialize with the participants.
3. Which is the best definition of the term hospitality service standard?
a) Rules and expectation for conduct in any service.
b) Friendly treatment.
c) This are social standards.
d) Respect customers.
4. In your own understanding define the term hospitality service providers.
5. Name four types of hospitality services.
6. Differentiate between meeting program and meeting notice.
Oral Assessment
1. What are the duties of ushers?
2. Why do you think registration of participants is important?
272
1. Assuming you are a planner of business meeting in one of the luxurious hotels in
Kenya. Come up with sample of hospitality service budget.

 Registers
 Stationery
7.3.5.5 References

Christiansen, J. K., & Varnes, C. J. (2007). Making decisions on innovation:
meetings or networks?. Creativity and Innovation Management, 16(3), 282-298.
committees in the open method of coordination. Unpublished manuscript, State
Center for Organized Research (SCORE), Stockholm, Sweden.
Seldon, A. (1990). The Cabinet Office and Coordination, 1979–87. In Prime
minister, Cabinet and core executive (pp. 125-148). Palgrave, London.
273
7.3.6 Learning Outcome No. 5: Take the Minutes of the Meeting
Learning Outcome No. 5: Take the minutes of the meeting

Instructions
5.1. Obtain the meeting reference materials as per the workplace

procedures.
Provide
5.2. Record attendance status based on the participants.
notebook for
5.3. Record the meeting proceedings as per the SOPs.
the recordings
5.4. Record the minutes in reported speech as per the SOPs.
of the minutes
5.5. Confirm the resolutions passed and individuals to take
proceedings
action recorded as per the workplace procedures.
5.6. Liaise constantly with the chairperson based on the meeting
progress.
5.7. Gather the reports, notes and reference materials after the
meeting as per the SOPs.
7.3.6.2 Information Sheet No3/LO5: Take the minutes of the meeting
Introduction
This learning outcome covers obtaining the meeting reference materials as per the
workplace procedures, recording attendance status based on the participants, recording
the meeting proceedings as per the SOPs, recording the minutes in reported speech as
per the SOPs, confirming the resolutions passed and individuals to take action recorded
as per the workplace procedures, liaising constantly with the chairperson based on the
meeting progress, and gathering the reports, notes and reference materials after the
meeting as per the SOPs.

Attendance status: The participant accepted official position.
Chairperson: It is the presiding officer of an organized group such as a board or a

committee.
Resolutions: It is the decision officially made after a group of organization has voted.
274
5.1. Meeting reference materials are obtained as per the workplace procedures
Reference materials are various sources that provide background information or quick
facts on a given topic. This includes the minute’s agenda and handouts. The chairman
opens the meeting. The minutes of the previous meeting are read at the meeting or
taken as read. Incase members are required to have read the minutes before the
meeting the chairperson asks if all present agree at all minutes are correct. If everyone
agrees the minutes are signed by the chairperson. If something is incorrect then it is
corrected before the minutes are approved.
5.2. Attendance status is recorded based on the participants

When you first create a meeting the system automatically takes the meeting it agenda
mode while the meeting is in meeting details. When the meeting occurs, it converts to
minute’s mode. Mark the attendance as present or absent as well as add meeting
minutes for each meeting item on the agenda. Every attendee is recorded as their status
starting with the chairman going to the members.
5.3. Meeting proceedings are recorded as per the SOPs

There are three main types of minutes
1. Verbatim minutes (Word for word record)-Any type of a meeting at which every
word that was said must be captured usually legal context at the advice of a legal
counsel. They are often long and are difficult to skim for particular piece of
information
2. Decision-Only minutes (motion or decisions only)
This is formal meetings that require the formal approvals like for your audited
financial statements of a director of board or for president or for meetings you carry
out for all business via motion.
3. Anecdotal minutes- (Decision and decision summary) for a department or learn
meetings throughout the organization for brainstorming sessions. The most common
are used for most types of meetings. The key with anecdotal meeting is what to write
5.4. Minutes are recorded in reported speech as per the SOPs
To take effective records for a board meeting you should include the following
 Date of the meeting
 Time that the meeting was called to order
 Names of the meeting
 Names of the meeting participant and absentees.
 Correction and amendments to the previous meeting minutes.
 Addition to current agenda
 Whether a quorum is present
 Motions taken or reflected
 Voting that there
 Was a motion and sealed and the outcome of the vote
275
 Actions taken and agreed to be taken
 Next steps.
 Items to be held over.
 New business
 Open discussion on public participation
 Next meeting dates and times
 Time of adjournment
It is crucial that the meeting minutes are accurate because they can be a legal record
of proceedings and act on an organization. Knowing how to take minutes accurately
is valuable skill.
5.5. Resolutions passed are confirmed and individuals to take action recorded as
per the workplace procedures
Most meetings proceed as follows:
1. The chairperson presides over the meeting remaining as objective as possible.
2. Before a decision is made an item is thoroughly discussed. The chairperson
decides when to stop a discussion and when to start another the next item.
3. Before a decision is made members must vote. This is done by a show of hand s
or by ballot
4. If an equal number of members are divided in a decision the chairperson makes
the final decision. If someone behaves inappropriately the chairperson may ask
him/her to leave
5. Ones all the agendas have been discussed the date of the next meeting is decided
and the meeting is closed
Terminologies in meetings
1. To feel at ease in meetings it is necessary to be familiar with the meeting
terminologies
2. Agenda-List of all items or the plan for a meeting to brew discussed in the order
in which they will be discussed
3. Amendment-Proposed modification to a motion which is in conflict with the
general thrust of that motion. If adopted they become part of the motion
4. Apologies-Formal notification of inability to attend a meeting
5. Brainstorming-A technique to gather ideas from a group, it involves the members
of the group thinking as many ideas as they can in a short time.
6. Business arising-discussion or any matter recorded in minute of the previous
meeting.
7. Chair-The person who controls the conduct of meeting
8. Consensus-A type of a group decision making. It is a decision acceptable to all.
9. Constitution-A document setting out the fundamental principles governing the
running of the organization.
10. General business the body of meeting where the main objectives of a meeting are
discussed.
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11. Minutes-the formal written record of a meeting.
12. Motion-a formal statement usually removing some proposed action put to a
meeting for discussion and subsequent decision by vote.
13. Mover-the purpose of a motion
14. Motion of descent-A formal statement involving some proposed action put into a
meeting for discussion and subsequent decision by vote.
15. New business-matters to discuss that have not been raised before
16. Quorum-Minimum number or percentage of those limited required to be at the
meeting for it to proceed legitimately.
5.6. Constant liaising with the chairperson based on the meeting progress
As a committee chair you will need to keep thee members focused. Redirect stray
conversations to the agenda. The chair should facilitate the conversation of the
meeting progress relating points and summarizing throughout the discussion. Use
calendar to set project deadlines and plan activities.
5.7. Reports, notes and reference materials are gathered after the meeting as per
the SOPs
Reports, notes and reference materials should be gathered. You should make sure that
the referencing materials are kept well and safe for future, especially when there is no
other format of storing information.
Conclusion
This learning outcome covered on the minutes of the meeting; all reference materials
should be obtained as per the workplace procedures. Attendance status is also
recorded based on the participants and minutes recorded in reported speech as per the
SOPs. During the meeting, the resolutions passed are confirmed and individuals take
action recorded and there is constant liaising with the chairperson of the meeting. The
reports, notes and reference materials used in the meeting are gathered as per the SOPs
when the meeting ends
Further Reading
277
Written assessment
1. Who provides over the meeting?
a) Members
b) Participants
c) Secretary
d) Chairperson
2. What do we call a document setting out the fundamental principles governing an
organization?
a) Agendas
b) Constitution
c) Minutes
d) Amendments
3. What are minutes?
4. Differentiate between amendment and consensus
5. Why is a meeting quorum important in a meeting?
Oral Assessment
1. Differentiate between business arising and new businesses minutes
2. Name three types of minutes
1. Write a well elaborated minutes reviewing the previous meeting minutes

 Registers
 Stationery
7.3.6.5 References
Counsil WG 2014 Meeting minutes

Curtis Gupta,A Johnson,BDraker KJ.Hough Pg.(2012) U.S patent NO. 8266534 ton
DC.US Patent and trademark ofice
Routeledge Valhellement, L. & Haddock (2015) meeting minutes as actors in
participator Planning process In planning for a material world Pg(114-132)
278
7.3.7 Learning Outcome No. 6: Clear the meeting room
Learning Outcome No. 6: Clear the meeting room

Instructions
6.1 Sort meeting materials based on the level of Give the

confidentiality procedure to be
6.2 File loose documents as per the workplace guidelines followed in
6.3 Collect and storing meeting equipment as per the cleaning the
workplace procedures meeting room.
6.4 Clear hospitality services equipment and materials from
the meeting room as per the workplace procedures
6.5 Dispose waste materials as per the SOPs
6.6 Clean and lock the meeting room as per the workplace
requirements
7.3.7.2 Information Sheet No. 7/ LO6: Clear the meeting room
Introduction
This learning outcome covers sorting meeting materials based on the level of
confidentiality, filing loose documents as per the workplace guidelines, collecting and
storing meeting equipment as per the workplace procedures, clearing hospitality
services equipment and materials from the meeting room as per the workplace
procedures, disposing waste materials as per the SOPs, and cleaning and locking the
meeting room as per the workplace requirements.

Confidentiality: Refers to the duty of an individual to refrain from sharing confidential
information with other except with the express consent of the other parties.
Loose documents: document that is made up of a number of individuals printed of

printed pages.
SOPs (Standard operating system): A written method of controlling a practice in

accordance with predetermined specifications to obtain a desired outcome.
279
6.1. Meeting materials are sorted based on the level of confidentiality

Confidentiality is an ethical principle associated with several professionals. Some types
of communication between a person and one party may not be discussed to third parties
all attendees are asked to agree the following: This agreement will be recorded in
minutes
1. Information may be exchanged with this meeting for the purpose of identifying any
action that can be taken by the department attending this meeting to resolve the
problem under discussion.
2. A disclosure of information outside the meeting will be considered a breach of the
subjects’ confidentiality.
3. All documents provided exchanged should be marked restricted not to be disclose
without consent. All minute’s documents and notes should be kept in a secure
location unauthorized access.
4. If the consent to disclose is felt to be urgent permission should be sought from the
chair of the meeting.
Guidelines for chairs of multi-agency meetings

As the chair of the meeting at which the personnel or restarted information may be
discussed you should ensure that the following takes place:
1. That all people present are aware of any information shared in the meeting is to be
held in confidence and only shared on a need to know basis.
2. You should consider who is present in the meeting and whether all the present will
need to know about the information which identifies individuals. If they do not you
should structure the meeting so that personal or restricted information is only shared
after those who do not need to know have left the meeting?
3. Any individual present when personal /restricted information is being shared that
note recording personal information should be made when it is necessary for
themselves on their organization to carry out statutory roles. Any notices containing
such information should be restricted and kept secure from unauthorized disclosure.
All documents left by thee attendees including notes agendas of previous meeting
any paperwork is removed from the paperwork after the meeting and handled or
even destroyed in a manner appropriate to its content. The minute of the meeting
when they are circulated to all parties should not include personal or restricted
identifiable information.
6.2. Loose documents are filed as per the workplace guidelines

Filing means keeping documents in safe place and being able to find them easily and
quickly. Documents cared for will not easily tear, get lost or dirty. A filing system is
central record-keeping system for an organization, it helps you to be organize,
systematic efficient and transparent. Also helps all people who should be able to access
the information to do easily. We file documents that arisen to us by other people and
organization and also file records of all organization activities.
280
6.3. Meeting equipment are collected and stored as per the workplace procedures
Collecting and storing meeting equipment as the workplace procedures stipulates
should be adhered to. Arrange the furniture and table items that should stay in the room.
The arrangement should be neat and orderly. After that store the furniture equipment at
their right place. This standard is about ensuring that meeting and conference rooms are
prepared and cleared according to the organization procedures.
6.4. Hospitality services equipment and materials are cleared from the meeting
room as per the workplace procedures
Hospitality team should clear the service equipment and materials from the meeting
room, ensure that all equipment taken to the meeting room are available and place them
back where necessary.
6.5. Waste materials are disposed as per the SOP

Waste management is advisable for the items that can be recycled. Waste disposal is all
the activities and actions required to manage waste from its final disposal. This includes
other things, the collection transport, treatment and disposal together with monitoring
and regulation.
6.6. Meeting room is cleaned and locked as per the workplace requirements
These are some suggested steps in clearing a meeting room:
1. Always use staff test when entering a room. Does it smell rutsy? What can you do
to prevent its recurrence?
2. Pull any trash can clean it outside and inside as necessary and reline. Replace liners
where they were so that you do not get unnecessary complaints
3. Working left to right and top- to bottom, dust giving special attention to cob webs
and walls due to static electricity.
4. Inspect and clean phone headset and keys when practical
5. Inspect and brush or vacuum table under table for dusty food particles and other
debris
6. Inspect and clean any glass surfaces, mirrors picture frames and so on.
A meeting room always remain as a reflection to the customer and should always make
a great first impression. After cleaning the room thoroughly, you are supposed lock the
room until when required for use.
Conclusion
This learning outcome tackled on how a meeting room is cleared up after the meeting
has eventually ended, how the meeting materials are sorted based on confidentiality
level, loose documents filed, and meeting equipment are collected and stored as per the
workplace guidelines; As well as how waste materials are disposed as per the SOPs and
the meeting room finally is cleaned and locked.
281
Further Reading
Refer to lees & Khan (2012) Perceived importance of ICT-based feature and services
and conference center selections and differences among meeting planner. Journal of
hospitality and tourism technology. (32-46)
Written assessment
1. What is the name given to written method of controlling a practice in accordance to
a predetermined specification to achieve a desire outcome?
a) Confidentiality
b) SOPs
c) Procedures
d) Hospitality
Oral Assessment
1. Define the term confidentiality
2. What is the importance of clearing meeting rooms?
1. In written paper discuss the necessary meeting materials and equipment that is key
to any meting to be successful?

 Registers
 Stationery
7.3.7.5 References

HanJ.H.S.Willian.N.B.f Pegues (2015) clearing hospital room surfaces to prevent
health care associated infections’ technical brief. Annals of internal medicine,
163(8)598-607
282
committees in the open method of coordination. Unpublished manuscript, State Center
for Organized Research (SCORE), Stockholm, Sweden.
Seldon, A. (1990). The Cabinet Office and Coordination, 1979–87. In Prime minister,
Cabinet and core executive (pp. 125-148). Palgrave, London.
Woodard(Ed) (2013) Key concepts in hospitality management sage
283
7.3.8. Learning Outcome No. 7: Prepare the minutes and action plan documents.
Learning Outcome No. 7: Prepare the minutes and action plan document
7.1. Review meeting notes after the meeting as per the SOPs
7.2. Compare meeting notes with chairperson’s notes (where
Provide an outline of
necessary) based on the meeting agenda
action plan
7.3. Type the minutes as per the SOPs
document.
7.4. Proof read minutes based on the resolutions and summary
of major events.
7.5. Produce the minutes draft and share with the chairperson
for approval
7.6. Make corrections (where necessary) with the chairperson
for signing
7.7. Circulate Signed minutes are circulated to members as per
the workplace procedures
7.8. File signed minutes copy as per the workplace procedure
7.3.8.2 Information Sheet No. 7/ LO7: Prepare the minutes and action plan
document.
Introduction
This learning outcome covers reviewing meeting notes after the meeting as per the
SOPs. Comparing meeting notes with chairperson’s notes (where necessary) based on
the meeting agenda, typing the minutes as per the SOPs, proof reading minutes based
on the resolutions and summary of major events, producing the minutes draft and
sharing with the chairperson for approval, making corrections (where necessary) with
the chairperson for signing, circulating signed minutes members as per the workplace
procedures, and filing signed minutes copy as per the workplace procedure.

Filing: keeping documents in a safe place and being able to find them easily and quickly
Circulation: orderly movement through a circuit or free movement or moving about in

a specific course
284
7.1. Meeting notes are reviewed after the meeting as per the SOPs
Try to write the minutes as soon after the meeting as possible while everything is fresh
in your mind. But first reviewing your outline is necessary. Add additional notes or
clarify points raised. Also check to ensure decisions, actions and returns are clearly
noted. Notes are very important as they help to inform people who weren’t about what
happened and remind those who were there about what agreements they made, you can
use them to keep everyone on the same page and focused on what you all need to get
done before you meet next. Distribute concise, clear notes about the meeting. The intent
is not to recreate the discussion but to capture the key points and the specific
commitments for each topic, so that non-attendees have a sense of what happened and
all have a record of who will take future action.
7.2. Meeting notes are compared with chairperson’s notes (where necessary) based
on the meeting agenda
Meeting notes are taken by the secretary to the meeting and hence before drafting the
minutes, it is core to compare the notes of the meeting with chairperson’s notes. Though
the chairperson is involved largely in the meeting proceedings such that he/she cannot
manage to record everything, he/she notes the most important areas especially the
agreed motion or the concluded decisions. Comparing the two notes is to ensure that
they do match and also for the purpose of updating each other. The chairperson notes
might have very important statements that were never captured by the one taking the
meeting notes. This is because the chairperson is keen to involving everyone in the
decisions and hence very keen in noting down suggestions.
7.3. Minutes are typed as per the SOPs

When typing minutes, ensure you include sufficient details for example, for board of
director’s minutes in particular, it is recommended to include a short description of each
action taken, as well as the rationale behind the decision. If there was a lot of discussion
before passing a motion, write down the major argument for and against. Edit to ensure
beauty and clarity so the minutes are easy to read. In terms of format, here are few
things to keep in mind;
 Be objective.
 Write in the same tense throughout.
 Avoid using names other than to record motions and seconds.
 Avoid personal observations – the minutes should be solely fact-based.
 If you need to refer to other documents, don’t try to summarize them. Rather, simply
indicate where they can be found or attach as an appendix.
285
7.4. Minutes are proofread based on the resolutions and summary of major events
The secretary reads down the minutes of the meeting for approval to be done based on
the members’ decisions.
7.5. Minutes draft is produced and shared with the chairperson for approval
Before you share your meeting minutes, make sure that the chair has reviewed and
either revised and/or approved the minutes for circulation. They are not an official
record of a meeting unless this has taken place. Depending on your board, minutes may
also be formally approved at the beginning of the next meeting and the errors noticed
should be adjusted immediately. After the secretary writing up the draft minutes, to be
approved at the next meeting. If any spots an error, the wrong name e.g. someone who
addressed the board, he/she can request amendment. If nobody disagrees, the secretary
makes the change, amending minutes before approval. If other members disagree with
the proposed change, the chair can either work out a compromise phrasing or ask the
members to vote on the proposed change.
7.6. Corrections are made (where necessary) with the chairperson for signing
The minutes at this stage should be scrutinized and any errors notice should be adjusted
immediately. After the secretary writes up a draft of the minutes to be approved at the
next time. If any spots of errors of wrong naming of the person who addressed the
board, he/she can request an amendment. If nobody disagrees, the secretary makes the
change by amending minutes before approval. If other members disagree with the
approved change, the chair can either work out a compromise phrasing for the members
or the members to vote on the proposed change.
7.7. Signed minutes are circulated to members as per the workplace procedures
As the official “minute taker” or secretary, your role may include dissemination of the
minutes. The method of sharing or distribution will depend on the tools that your
organization use since minutes and other documentation can create a pile of papers, its
great if you use a paperless sharing process example, via an email. Alternatively, if you
are all using google docs for meeting invitations, agenda and additional document
sharing, you can simply “share” the document with the group once it has been finalized.
7.8. Signed minutes copy is filed as per the workplace procedure

Most committees and boards review and either approve or amend the minutes at the
beginning of the subsequent meeting. Once you have made any required revisions, the
minutes will then need to be stored for future reference. Some organizations may store
these online for example, in google docs, or SkyDrive and also back these up on an
external hard drive. You may also need to print and store hard copies as well or provide
these to a staff member or chair for filing.
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Conclusion
The learning outcome covered on how the meeting notes are reviewed as per the SOPs
and compared with the chairperson’s notes (where necessary) depending on the agenda.
The minutes are then typed and proofread based on the resolutions and summary of
major events. A draft is produced and shared with the chairman for approval.
Corrections can be made where necessary with the chairman signing the circulated to
members. The last step is filing the copy of the signed minutes.
Further Reading
Written Assessment
1. Keeping documents in a safe place and being able to find them easily and quickly
is referred to as?
a) Circulation
b) Consultation
c) Filing
d) Minutes draft
2. Where is the date mentioned in a minute?
a) Top left
b) Top right
c) Bottom left
d) Bottom right
3. Which of these details are not mentioned in minutes?
a) Venue of the meeting
b) Date of the meeting
c) Name of the chairman
d) Age of the chairman
4. Where is the signature of the secretary mentioned in minutes?
a) Top left
b) Top right
c) Bottom left
d) Bottom right
5. What is minute approval?
6. Who approves the minutes?
7. Define what is minute circulation?
8. Who is a meeting chairperson?
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Oral Assessment
1. When is circulation of the minutes done?
2. When are the key components to include in the minutes?
Write a paper on stages you will take before approval and circulation of minutes after
the meeting minutes.

 Registers
 Stationery
7.3.8.5 References

Lawton, C. Lewis, J. Peters (2006). U.S Patent Application No.101870531
Woodard(Ed) (2013) Key concepts in hospitality management sage
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CHAPTER 8: TRAVEL ARRANGEMENT COORDINATION/COORDINATE
TRAVEL ARRANGEMENT
8.1. Introduction
Coordinate travel arrangement is a core unit of competency offered in the TVET level
6 for office administration. The unit covers knowledge, skills and behaviour to
coordinate travel arrangement. Coordinate travel arrangement entails obtaining
travelling clearance and documents, booking traveling tickets, requesting trveling
imprest and handling transport logistics. The importance of travel arrangement
coordination to TVET level 6 curriculums is to help the students to create and extend
their basic and inventive reasoning abilities so that they will be in a position to make
sure every aspect of the travel arrangement is covered.
The critical aspects of cempetency to be covered includes identify travel destination,

mode of transport, obtain, fill and submit the travel clearance form, obtain tickets,
imprest, immunization report, travel documents and verify passport validity. The basic
resources required includes a functional operations office, work plans, travel schedules,
computers, internet connectivity among others. The unit of competency encompasses
seven learning outcomes. Each of the learning outcome presents; learning activities that
cover performance criteria statements, therefore creating in trainee’s a chance to
demonstrate knowledge and skills within the activity standards and content in
curriculum. Information sheet provides; definition of key terms, content and illustration
to guide in coaching. The competency may be assessed through verbal questioning,
project, observation, interview/ third party report as well as written test. Self-
assessment is provided at the end of every learning outcome. This unit may be assessed
on an integrated basis with others within this occupational sector.

Coordinate travel arrangements is obtained by travel clearance form, tickets, imprest,
and immunization report, verify passport validity and obtain travelling documents as
per the organization travel requirements, public service authority policy on transport,
workplace procedures and destination weather conditions.

a) Obtain travel clearance
b) Book travel tickets
c) Request travel imprest
d) Obtain travel documents
e) Handle transport logistics
f) Prepare carry-on
g) Book officers’ accommodation
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8.3.2 Learning Outcome No 1: Obtain Travel Clearance
Learning Outcome No 1: Obtain Travel Clearance
1.1 Identify travel destination as per the organization Samples of travel

procedures/travel requirements. clearance form should
1.2 Obtain and fill in travel clearance form as per public be provided.
service/relevant authority policy on travel.
1.3 Submit duly filled in travel clearance form as per public
service/relevant authority policy on travel.
1.4 Obtain travel clearance as per public service/relevant
authority policy on travel.
8.3.2.2 Information Sheet No 8/LO1: Obtain Travel Clearance
Introduction
This learning outcome covers the procedures to be followed when identifying and
obtaining travel clearance. Travel clearance is a document issued to a person traveling
abroad with someone or alone other than his/her parents. The rationale for this provision
is mainly for protecting immigrants and minors from being abused. Therefore,
organizations should provide travel clearance forms for the employees intending to
travel to foreign countries by adhering to organizational procedures, travel requirements
as per public service and any other relevant authority.

Travel: It is the movement of people between two localities that are positioned at
different geographical places.
Travel Clearance Form: It is a document for applying for persons intending to go

abroad alone other than their parents.
Ticket: This is a piece of paper that guarantees the holder a particular right, for instance
traveling right which requires a traveling ticket.
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1.1. Travel destination is identified as per the organization procedures/travel
requirements
A travel destination refers to an area where an individual intends to go. It can be a
country, state or region, etc. The intention of traveling to a particular destination
depends on personal interest and concerns that are more appealing. In the organizational
context, traveling to a particular location can take the form of meeting the
organizational obligations or for a trip.
Identifying destination
A destination may be selected based on tangible and intangible characteristics that made
that place memorable and distinctive. Some of the characteristics that can be viewed
include distance, security, and cost of travel, means of travel and flexibility to access
certain needs that an individual requires.
To identify the appropriate destination for a given organization, it is necessary to plan
as per the policies and procedures of an organization. These policies act as a regulatory
framework against abuse of resources at the expense of selecting a destination that does
not meet the organization’s requirements. Also, it is important to engage each
stakeholder in coming up with an informed decision on identifying a destination.
1.2. Travel clearance form is obtained and filled in as per public service/relevant
authority policy on travel
There are various aspects required for an individual to obtain a clearance form.
Obtaining and filing clearance form must adhere to relevant authorities and public
service. Therefore, these requirements include;
a) A duly accomplished application form.
b) A photocopy of the minor’s birth certificate.
c) Two colored passport size photos for the minor group.
d) A photocopy of the minor’s travel companion passport.
e) A notarized affidavit of support and consent to travel.
f) Authorized letter from legal guardian or parents.
Procedures of obtaining a travel clearance

Procedures for obtaining a travel clearance will depend primarily on whether you are
using an online platform to acquire it or through agent offices.
Procedures to be followed when obtaining it through agent offices include;
a) Request for a number.
b) Register in the logbook as you wait for your turn to submit the necessary documents.
c) Submit all the requirements to the social worker for initial screening. He/she will
check whether all the requirements are filled appropriately.
d) When the officer-in-charge approves the documents, the application for travel
clearance forms begins.
e) Services fees will be paid to cater to the whole process of obtaining a travel
clearance form.
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f) The applicant will be given rules and regulations to follow upon completion of
processing the travel clearance form.
Procedures of obtaining and filing travel clearance forms

a) Visit the website for the firm issuing travel clearance forms.
b) Download travel clearance form.
c) Apply by filling the travel clearance form.
d) Upload the form into the official website.
e) Wait for the feedback that will be into the email.
Travel Plan
Travel plan refers to traveling arrangements designed to meet various activities of
traveling that captures all the steps of moving from one place to another.
Procedures for travel plan

a) Plan in Advance
This involves starting the plan 2-6 months before traveling date. This will depend on
the distance covered to the intended destination.
Planning advance provides room for preparation in terms of expenditure that will be
incurred, availing resources and booking a flight among others.
b) Budget setting
This involves planning on how to spend money during travelling. It is important to
budget very well ahead of the day of travelling. Failure to budget, there is a likelihood
to overspend on food, lodging, sightseeing among many other activities.
c) Select destination
Choosing a destination require that the available resources are put into consideration.
Besides, the destination must conform to the established budget to avoid alterations on
events.
d) Pick a destination that is of key interest
Depending on the intention of travelling such as pleasure, business activities among
others. It is important to reflect on the basic requirements that act as a motive to travel.
For example, a business meeting can only be conducted at a place that can be accessible
by all members and free from noise.
e) Obtain travelling clearance if necessary

Instances an individual as a minor decides to go abroad without being accompanied by
their parents. There is a need to obtain travelling clearance to avoid being abused.
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Figure 26: An image of travel clearance form for minor
Source: Maiicha - Worldpress.com
1.3. Duly filled in travel clearance form is submitted as per public service/relevant
authority policy on travel
Upon completion in filling the travel clearance form, the form is submitted as per public
service or any other relevant authority. Before handing over the form to the relevant
authority, the holder of the form should ensure that all details are included as per the
requirement.
Travel requirements
Organizational employees should arrange for travel by availing all the required such as
airfare, ground transportation, and lodging. The arrangements are made in compliance
with policy, volume discounts are leveraged and security receives location information
to support employees in the event of travel disruption.
Legal framework
It is a border system which involves rules which governed and regulated the decision
making, agreement, laws, etc. The regulations which govern travelling of people vary
from one county to another. In travelling, various policies govern carries of people.
Also, some laws regulate various transport systems. Due to this concern, the next
concept explores the regulatory framework for travelling.
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The legal framework in travelling
According to Acts described in WTO (2005), the carriers are responsible for damages
covered to passengers. The carrier is everyone involved in carrying passengers either
by air or road. In other words, the carrier is responsible, it’s due to his/her carelessness
the passenger dies or gets injured or any damages are caused to his/her belongings.
According to the international carriage by sea (Athens Convention 1974), it concerns
sea travelling and, in this convention, the carrier is also liable for any damages caused
to passengers when sea travelling.
International carriage by road (Carriage by Air and Road Act 1979) is more concerns
on the rights of the travellers even if they had paid for the journey or travel for free.
This act also involves any damages caused to passengers during their travel.
Further to travelling by road, there is the regulation (EC) No 1073/2009 for travel by
road which concerns the free provision of international road passengers. This regulation
sets common accessibility rules to the international market for coach and buys
(Regulation 1073/2009). However, it provides, in particular, the liberalization of the
shuttle service (from city to city and back). It also sets the procedures for granting
licenses for these shipments and documents needed for these services. It also specifies
the conditions under which are accepted in transport, particularly in national road
transport (cabotage) service within a member state.
Conclusion
This learning outcome has equipped the learners with knowledge and skills which are
required to coordinate travel arrangement which entails obtaining travelling clearance
and documents, booking travelling tickets, requesting travelling imprest and handling
transport logistics.
Further Reading
Watch DSWD travel clearance in YouTube

Link: https://www.youtube.com/watch?v-K5DG31cCDM
Book: Howie, F. (2003). Managing the tourist destination. (engage learning EMEA)
Written assessment
1. What are the indicators of a good travel plan?
2. Define the term destination?
3. What is a career?
4. State some of the regulations or policies governing travel?
5. What are some of the characteristics of a good destination?
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6. A good destination should be cost-effective, secure and manageable distance.
a) True
b) False
7. A destination is a place to which something or someone is going.
a) True
b) False
8. A carrier is anyone involved in carrying passengers.
a) True
b) False
9. The carrier is reliable for any damages on the passenger as stipulated in the
International Carriage (carriage by air and roadAct1979).
a) True
b) False
10. A good travel plan should have elements of preparing in advance and budgeting.
a) True
b) False
Oral Assessment
1. What is budgeting?
2. Define the term destination?
3. Give some of travel requirements?
1. Develop a travel plan.
2. Fill travel clearance form.

 Travel documents
 Directory
 Maps
 Foreign exchange rates
8.3.2.5. References
Brain, C, Levy S.E & Ritchie, J.R.B (2005) Destination branding: Insights and practices
from destination management organizations. Journal travel research
Gates, B.&M. (2011). Employee travel and expense policy and procedures: us based
employee
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8.3.3 Learning Outcome No. 2: Book Travel Tickets
Learning Outcome No 2: Book Travel Tickets

Instructions
2.1. Seek approval for purchase of travel ticket as per Provide samples
organization policy of travel ticket
2.2. Make follow up on the travel ticket as per the travel
requirement
2.3. Obtain travel ticket as per the organization policy
8.3.3.2 Information Sheet No 8/LO2
Introduction
This learning outcome covers the procedures to be followed when seeking, making and
obtaining travel tickets as per organization policy and the travel requirement.

Travel ticket: It is a document or an issued electronic record by a carrier or a travel
agency that entitles an individual to board an airline, vehicle, boat among others.
Organization: It is an entity comprising multiple people, such as an institution or an

association that has a particular purpose.
Organization policy: It is a set of guidelines and best practices put in place to protect
the company, employees and customers.
Acquiring: Refers to obtaining or getting something for oneself.
Travel agents: These are people whose task is to arrange travel for various clients on
supplier’s behalf.
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2.1. Approval for purchase of travel ticket is sought as per organization policy
Purchasing a travel ticket involves buying an entitlement document to board a vehicle,
airplane or a boat. However, various transport means have different ways of acquiring
travel tickets and as well as making approval for such tickets. This is sought by
organizational policy.
a) Buying a flight ticket

The flight ticket is the agreement between a passenger and the company. This
agreement is approved from the moment the ticket is offered to the passenger.
Information contained in air ticket

The air ticket includes the following details; the passenger's name, number of flight
ticket, dates of the trip, departure and arrival points, type of ticket, number of seat and
luggage conditions. The language used in airplane ticket is English in almost all flight
services.
Acquiring flight ticket

A flight is booked online by properly spelling your name and selecting the route, time,
dates as anticipated by you. The name should be spelled exactly like the on the passport.
The price of buying an airplane ticket depends on airport taxes and the cost of the flight.
Figure 27: An image showing flight ticket
Source: Airline Tickets Images, Stock Photos & Vectors | Shutterstock
b) Buying a train ticket

A train ticket is a through pass to board a train scheduled to arrive at a given station at
a given time. The approval of the ticket is through stamping the ticket document with
the logo of the company accompanied with administrative signature.
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Information contained in train ticket
A train ticket contains a passenger’s name, the number of the seat, the number of the
train, time of departure and arrival, routes and stations stopped and type of ticket.
Acquiring a train ticket

It is always important to buy a ticket 2 weeks earlier before the date of departure. In
other words, buying a ticket much earlier has an advantage of getting it at lower charges
rather than booking a seat at the time close to departure. The ticket can be bought online
or through an agency.
Figure 28: An image showing train ticket
Source: Train Tickets Images, Stock Photos & Vectors | Shutterstock
c) Bus ticket
A bus ticket is an offered sheet document containing passenger’s details and price of
travelling in addition to the number of seats. It is also referred to as a commercial detail
that is entitled to the holder of the document (ticket).
Information contained in a bus ticket

A bus ticket has the time of departure and the intended time of arrival, the passenger’s
name, the transport fees, the number of seat and some additional information containing
rules and regulations that should a passenger should observe.
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Acquiring a bus ticket
Most of the bus tickets are sold by the bus organization through its agents. It can be
bought two weeks before the day of travel. The price of a bus ticket is fixed with
changes varying as per the taxes and oil price.
Figure 29: An image of Bus Ticket
Source: Train Tickets Images, Stock Photos & Vectors | Shutterstock
2.2. Follow up on the travel ticket is made as per the travel requirement
Different types of ticket are made in accordance to travel requirements. Requirements
in this regard constitute the nature of the travel. For instance, long-distance travelling
using a bus requires an express ticket.
Making of flight tickets

Flight tickets are of different designs and contain different forms of information that
tend to describe the nature of travel. The following are a few illustrations of different
makings of flight tickets.
a) One-way ticket
This is a type of ticket for an individual who only wants to go for one direction. It is
more ideal for travellers who do not require a return flight or for travellers who do not
have an exact return date.
b) Round trip ticket

These are tickets that allow the purchaser to travel to their destination and then back
again. This type of ticket is for travellers who have plans to travel on specific dates.
c) First-class ticket
The ticket in this category takes the dimension of round-trip ticket that provides for
travellers in first class. First-class passengers have special seats, quality food, and water
as compared to other seats.
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Making of train tickets
Train tickets are made as organization and travel requirement. Train tickets are also
made as per travel requirements. The following are different making types of train
tickets
a) Advance train tickets

Advance train tickets are tickets purchased before the date of travel. They are single
tickets that are sold for both standard and first-class seats. They are usually made
available 12 weeks before departure.
b) Anytime train tickets

These are the most flexible tickets option for train travellers. These tickets are very
flexible because travellers can choose to travel once on a specific date or in multiple
dates. They are booked at any time in advance.
c) First-class train tickets

These are tickets meant for passengers aspiring to get special treatment during travel.
These tickets are expensive and they provide for extra-wide seats, extended legroom
complimentary snacks among other services.
d) Off-peak train tickets

These are an-exceptional tickets for passengers who can be flexible with their travel.
Journeys are restricted to certain timeslots, normally avoiding the busier morning and
evening commuting period.
2.3. Travel ticket is obtained as per the organization policy

Obtaining a ticket is offered to the host organization. These tickets normally come with
terms and conditions that anyone boarding a given transport means should be aware of
them. However, obtaining a ticket through various means have various requirements
expected from the host company.
Requirements to obtain a flight ticket

a) Payment
A person must pay the airline fee to obtain a ticket. Forms of payment can be done
using a smart card or you pay in cash.
b) Passport and identification

Individuals taking a flight across the state border should have a passport and national
identity card to verify citizenship. If an individual is taking a flight domestically, he/she
is required to produce only identification card.
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c) Passport and visa
If an individual is travelling to international countries, it is a requirement to show a
passport, visa, and the identity card. However, a visa is not a requirement to purchase
an airplane ticket.
d) Time and date of travel
To purchase an airplane ticket, you must decide on what day and time you will be
travelling. There are instances you may encounter that your first choice has already
been booked. In such cases, the passenger is required to book another flight.
Requirements to obtain a train ticket

a) Payment
There must be a transaction of money with service to get an entitlement to board a train.
Most trains are cheap and are often articulated to a given time of departure and arrival.
b) Identification of destination and date of travel
Fundamentally, a passenger should establish the time of travel and destination.
Subsequently, this enables the organization to manage time as per organization plans
and policies.
c) A national identification card or passport
National Identification Card is used to determine an individual’s citizenship as well as
location. For foreigners, they can use a passport to purchase for a train ticket. However,
if a foreigner fails to produce his/her passport, cannot be issued with a train ticket. This
is because they might be used by enemies to set a bomb on a train and to use biological
weapons such as airborne diseases among other others.
Conclusion
In conclusion, the learner has capability to apply all aspects required when booking
travel tickets. This includes seeking approval when buying travel tickets as well as the
process of obtaining it.
Further Reading
American economic journal. Economic policy.

Sengapta, A., & Wiggins, S.N. (2014). Airline pricing price dispersion and
ticket characteristics on and off the internet.
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Written assessment
1. Define the term ticket.
2. Distinguish various types of tickets as per requirements.
3. What are some of the term and conditions of obtaining a bus ticket?
4. What is a passport
5. Who is a travel agent?
6. Define the concept of transportation
Oral Assessment
1. What is a visa?
2. What is a destination?
1. Prepare a ticket.
2. Come with a bought bus ticket.

 Computers
 Stationery
 Directory
 Weather chart
 Maps
8.3.3.5 References
De Bloom J., Ritter S., Kuhnel, J., Reinder J., & Geurts S. (2014). Vacation from work.
A ticket to creativity? The effects of recreational travel on cognitive flexibility
and originality tourism management.
Florimond C, Orlinks A., Zente J.S Boudha, L. and Durrmann P. Amadeus SAS, (2014)
secured payment travel reservation system. U. S patent application 13/720, 383
Hamper L.C. (2014) U.S patent no. 8,880,417. Washington DC. U. patent and trademark
office
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8.3.4 Learning Outcome No 3: Request Travel Imprest
Learning Outcome No 3: Request Travel Imprest

Instructions
3.1. Seek approval for imprest processing as per organization Role play on
policy and standard operating procedures procedures for
3.2. Make follow up on the travel impress (subsistence imprest
expenditure) as per the workplace policies. processing,
3.3. Obtain impress as per the organization policy. follow up on
3.4. Do account and surrender for the imprest as per the imprest
workplace policy. accounting and
surrendering of
imprest
8.3.4.2 Information Sheet No 8/LO3 Request Travel Imprest
Introduction
This learning outcome covers the process of seeking and obtaining travel impress as
per organization policy, standard operating procedures and workplace policies. This
learning outcome covers the process of seeking approval for imprest, making follow up
on travel imprest, obtaining imprest and doing account and surrender for the imprest as
per the workplace policy.

Imprest: Refers to an account owned by a business to cater for small payment of
routine expenses.
Travel imprest: Refers to amount of money that is used in small portion during travel
for personal routine needs.
Workplace policies: Is a set of guidelines and best practices put in a place to protect
the company, employees and customers.
Account: An account is a record of expenditure or financial statement and receipts

affiliated to a given purpose.
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3.1. Approval for imprest processing is sought as per organization policy and
standard operating procedures.
Imprest is a cash account that a business uses to pay for routine and small expenses. A
fixed balance is typically maintained in the account, and it is replenished routinely to
maintain the balance. On the other hand, an imprest can refer to a monetary advance
given to a person for a specific purpose.
The way imprest works

A petty cash account is the most well-known type of imprest. Petty cash is used for
direct transaction instead of writing a cheque. It is typically a set amount of cash held
on-site that a business can use to reimburse employees and pay for small expenses.
Petty cash funds are typically handled by a custodian, who monitors the account and
hands out cash to employees in exchange for business-related receipts. Approval for
imprest processing will engage the following:
Imprest cash funds:
a) Will only be approved and set up in limited situations. A fund will be established
only when maintaining cash on hand balance is the best option.
b) Are established at an initial fixed amount based on specific organizational
departmental need.
c) May only be used in connection with the organization.
d) Must be kept at a security locked compartment not accessible to anyone other than
the fund custodian.
e) Are subject to unannounced audits by internal audit or the controller’s office.
Imprest cash must not be:

a) Used to pay service rendered.
b) Loaned to or used by any individual for personal use.
c) Used for cashing of personal checks.
d) Used for research fee payments.
e) Used to reimburse employees for travel and hosting expenses.
f) Maintained in checking or other bank accounts without specific authorization from
the treasurer’s office.
3.2. Follow up on the travel impress (subsistence expenditure) is made as per the
workplace policies
Petty cash funds are not to be used to reimburse individuals for expenditures which
should be submitted on TABERs as per the organization/business travel and expense
policy, except for occasional nominal amounts such as; mileage or local public
transportation typically less than 10 dollars or for the purchase of foodstuff at athletic
events where a P-card is not accepted.
As expenditures are made and become depleted, Disbursement Vouchers (DVs) must
be prepared and submitted to account payable for reimbursement checks or to the
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treasury for wire transfers. The DV used for the amount that brings the total cashback
to the approved imprest cash balance with each expenditure detailed with appropriate
supporting documentation.
Documentation that supports reimbursement of petty cash

Receipts must specify the business purpose for the expenditure. An appropriate
expenditure is one which is necessary, responsible and for which a clear business
purpose exists. If the petty checking account, additional documentation should always
include a copy of the bank statement or check.
Drawer funds
Drawer funds are established for the sole purpose of making change for passenger
payments or customer sales.
 The authorized amount of the drawer fund should not exceed what is needed to
support cash drawer activity.
 Retail activities open during the weekend/holiday periods need to be considered
potential increased drawer fund need. When established the fixed amount of the
fund.
 The cash in the fund plus receipts for expenditures should always equal the
unauthorized fund balance.
 As long as there is a continuing need and these guidelines and relate organizational
policies are being followed, the fund will continue to remain open.
Stolen or missing imprest cash funds

The cash in the fund plus receipts for expenditures should always equal the approved
fund balance. The custodian or other responsible party must report any missing or stolen
funds to campus police, the controller’s office and internal audit. A written report will
be required.
Steps involved in imprest system

a) A petty cash fund is established with a set amount of cash. This is recorded in the
company’s ledger.
b) Any expenses paid through the petty cash fund must be documented with receipts.
c) The fund is replenished regularly with disbursement receipts to maintain a fixed
balance.
d) The fund is monitored closely for any discrepancies between expected cash (based
on documentation) and actual cash. If any discrepancies exist, they are investigated.
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3.3. Impress is obtained as per the organization policy
A request is made to the treasury service to obtain two types of forms:
 Form A – council imprest or organizational account mandate.
 Form B – new party identification details.
When a party completes filling up the forms as per the guidance note provided. The
forms are returned to treasury service for processing accompanied by a letter stating:
 How much imprest balance is required per month? This must be an account of over
100 pounds for bank accounts.
 Which local branch of the organization the account is to be held at.
 The correspondence address for statements and cheque books to be sent to.
 This letter must be signed by the authorizing officer.
Setting up an accounting period

Bank imprest normally need to have two signatures on each cheque and there should
be a list of about three or four people who can sign (authorized signatures) the cheques.
Signatories should be senior members of staff who are aware of types of items that will
be purchased. The day to day running of the account should be delegated to the account
administrator, who may also be one of the signatories, but never a sole signatory.
In these circumstances where it is impractical to obtain the two signatures on cheques
e.g. small schools or organizations, the bank account may be operated with only one
signature required on each cheque. Again, the day to day running of the account should
be delegated to the account administrator who must not be a signatory of the account.
In exceptional circumstances, the imprest account holder may administer the account
and be the sole signatory. This may only be permitted where the holder works alone,
without a proper base with administrative support. Signatories must be listed on the
original imprest account mandate form when setting up the account and authorized by
the authorizing officer.
3.4. Account and surrender for the impress is done as per the workplace policy
Upon surrendering the cash imprest account, the following must be adhered to:
 Ensure all expenditures have been fully reimbursed.
 Ensure the account reconciles to the authorized balance.
 Any cash in hand has been either paid to cashiers, resources or repaid to Shropshire
council using the ODR (other direct receipts) bank account.
 The final claim is submitted to treasury services attaching a memorandum stating
that the account is to be closed and giving details of any cash paid to cashier
account.
 The treasury service will then take all the remaining steps to close the account being
surrendered.
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Conclusion
The learning outcome had covered knowledge and skills required when requesting
travel imprest such as seeking approval of imprest. In addition, it covered various
aspects related to travel imprest as from seeking and acquiring travel imprest. It further
elaborates situations where an imprest can be approved or surrendered.
Further Reading
Mc Kinney, T.L. Bird, R.B., Picket T.P., Chunn J. and Miller C.M (1994).
Cash accountability in the department of defense imprest funds maintained
by U.S army corps of Engineers, Ohio River division, Cincinnati, Ohio (no. IG/DOD
94-095). Inspector General Department of Defense Arlington Va.
Written assessment
1. Define imprest.
2. What is an imprest account?
3. For how long will it take to set up an imprest account?
4. Explain drawer funds.
Oral Assessment
1. Do you think having an imprest account is important?
2. Define the term cheque
Opening an imprest account

 Computers
 Stationery
 Directory
 Weather chart
 Maps
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8.3.4.5 References
Information, I.G. (n.d). Imprest funds: guidelines and procedures 9-11.

Wenger, M. (n.d). Section 4: system and procedures Chapter E. imprest account.
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8.3.5 Learning Outcome No 4: Obtain Travel Documents
Learning Outcome No 4: Obtain Travel Documents

Instructions
4.1. Obtain immunization report (Yellow fever, Ebola, Samples of

Hepatitis A & B and Bird flu) as per legal requirement passport and
4.2. Verify passport validity as per the legal requirement immunization
4.3. Apply visa for as per the SOPs report draft may
4.4. Obtain work tickets as per the workplace procedures be provided.
4.5. Obtain authority letter as per the workplace procedures
8.3.5.2 Information Sheet No. 8/LO4: Obtain Travel Documents
Introduction
This learning outcome covers procedures of obtaining immunization report, authority
letter, verification of passport validity, application of visa as per the Standard Operating
Procedures, legal requirement and the workplace procedures.

Immunization report: It is a report showing whether an individual has taken
prevention measures by being immunized to be resistant to infectious disease.
Visa: Refers to an endorsement on a passport indicating that the holder is allowed to

enter, leave or stay for a specified period of time in a particular county.
SOPs: In full it means, standard operating procedures. It is a set of step by step

instructions compiled by an organization to help workers carry out complex routine
operations.
Legal: It is term used to describe aspects that are related to law
4.1. Immunization report obtained as per legal requirement
Introduction
Some illness can be developed when travelling abroad that can only be prevented by
immunization. Anyone travelling overseas should visit their doctor or travel health
clinic to find out vaccinations they need.
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Immunization of travellers
The world health organization (WHO) recommends that travellers should have routine
vaccinations. In Australia, this refers to vaccinations available through the national
immunization program. Additional immunization might be required for people with
specific needs or people travelling to certain areas with a high risk of specific infectious
disease.
The selected immunization for travellers depends on to which they are travelling, that
is, are the areas having high risks of infectious infections? Some of the diseases that
might require an individual to take a vaccination include; cholera, hepatitis A, Japanese
encephalitis, meningococcal disease, rabies, tick-borne encephalitis, typhoid fever,
tuberculosis, and yellow fever.
Report proof of immunization

Various countries require documented proof of immunization that describes an
individual’s status of health and diseases being immunized. Some of the travelling may
require you to accompany yourself with an immunization report of yellow fever,
meningococcal disease, polio, etc.
Immunization for specific travelling diseases

Listed below is a brief overview of some infectious diseases that require immunization
needs:
a) Hepatitis A
Hepatitis A is a common preventable disease for travellers.
It is spread by contact with contaminated water and food.
It is caused by a virus.
Symptoms include fever, lack of energy and jaundice.
Immunization is safe and extremely effective.
b) Hepatitis B
It is spread by body fluids, that is, through sexual intercourse.
It is caused by a virus.
Symptoms include fever, lack of energy and jaundice.
Immunization is safe and extremely effective.
c) Typhoid
Commonly experienced in developing countries e.g. Uganda, Kenya, and Nigeria
among others.
It is caused by bacteria.
Symptoms include fever, weakness, headache and sometimes a rash.
Immunization must be completed at least one week before travelling.
d) Rabies
Rabies is commonly experienced in Central and South Africa, Asia and Eastern Europe.
It is caused by a virus passed by a bite or scratch from an infected dog or any mammal.
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A three-dose immunization is given over three to four weeks before travel.
e) Tuberculosis
Tuberculosis is experienced mostly in developing countries.
It is caused by bacteria and passed by aerosol droplets.
Treatment involves a prolonged course of antibiotics.
Immunization is recommended only for some travellers to high-risk areas for
prolonged periods and must be preceded by a skin test.
1.2 Passport validity is verified as per the legal requirement

Passport validity is the time a passport can be used to travel to another country and as
well as being used as a valid form of identification outside or within the issuing
country. To ensure its validity, it is important to check on the following aspects.
a) Expiry date
The passport should have at least six months of validity.
The six months valid rule requires that a passport possessed by an individual should
not exceed six months from the period of issuing it.
For instance, if an individual is travelling in first January then the passport will be
valid until at most June 1st.
b) Passport updates
The person owning a passport should always ensure the passport is up to date by
updating information like marriage, gender change, and adoption name change among
others. Also, if your physical appearance has changed, then you should apply to update
a new photo of you.
c) Sign in the passport

A passport is considered to be valid until when it is being signed by an individual
owning it at the first page.
d) Ensuring there are enough visa passport pages

Instances, where a passport does not have enough plank pages, can result in a person
being turned away from the airport.
4.3. Visa applied for as per the SOPs

Visa is a document that allows an individual to enter Kenya or any other country once
for short term business activities and sightseeing. In the Kenyan context, a visa is valid
for three months and allows re-entry to Kenya from Uganda and Tanzania.
Requirements for a single-entry visa

a) Passport with validity of at least six months and at least 3 blank pages.
b) Visa application form, duly completed and signed by the applicant.
c) Passport size photograph (3,5cm x 4.5cm) in color with signature at the back.
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d) Flight schedule by travel agents or outline companies, indicating the date, place of
departure, arrival and flight number.
e) Fee payment, for instance in Kenya it is a requirement to pay for a fee of 5,500
shillings.
f) Recommendation letter from a company for individuals going for short term
business trip or volunteer activities.
g) Photocopy of certificate of a resident card or alien registration card (in color both
sides).
h) A photocopy of the biodata page of the passport.
Requirements for a transit visa

a) Passport valid at least six months and three continuous blank pages.
b) Visa application form, duly completed and signed by the applicant.
c) Passport size photograph (3.5cm x 4.5cm) in color with signature at the back.
d) Flight scheduled by travel agents or airline companies indicating the date, place
of departure, arrival and flight number.
e) Fee payment that is in Kenya it requires 2,200 shillings.
Figure 30: Image of transit visa
Source: Canadian Transit Visa 2019 Application Guide and Requirement

Processing of visa
 Visa application presented at the counter before 12:30 pm is ready for collection
the following day from 2:00 pm.
 Postal applications take about two days from the day of receipt, depending on the
speed of the postal service used and the destination.
 Processing of referred visa takes at least six weeks to two months, while multiple-
entry visas take at least one month.
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4.4. Work tickets obtained as per the workplace procedures
A work ticket is a form that shows the time spent working on a departure job. It is used
as a basis for billing the costs of direct labor to customers and may also be used for
calculating the wages of employees’ work. A work ticket is also known as a ‘time card’
or time with a sheet which is commonly used.
Application of work tickets

Work tickets are applied not only to ensure that hourly or temporary workers are paid
for their labour. They may also be used to ensure that clients are billed for work
performed on their behalf but supervised by the employer. Work tickets may also be
used to calculate labour costs, track productivity, create budgets, forecast future labour
needs, keep an eye on projects and determine profit.
Work tickets used for tracking the hours of an hourly or temporary employee may be
on paper or exist digitally. Hours worked, leave time, accruals and adjustments may be
on such work tickets. They tend to be filled weekly, bi-weekly, monthly and bi-monthly
depending on the employers pay period. Such work tickets are submitted by the
supervisor who then approves or amends them at which point they are sent to payroll
so that payment may be made.
4.5. Authority letter obtained as per the workplace procedures

A letter of authorization is a document that gives another person who can be referred to
as an agent authorized to act on another person’s behalf that is the principle. The
principle may be an individual, corporation or some other entity. A few examples of
situations that may require an authorization letter include:
 A parent or guardian may grant childcare workers authorization to make basic
emergency medical decisions regarding the children in their care.
 It is advisable to give an authorization letter for minors traveling with adults who
are not their parents or guardians. This will protect the minor from child trafficking
and child custody issues.
 An authorization letter can allow the release of personal information such as
medical records.
There are various aspects to consider when writing an authorization letter.

a) Understand what an authorization letter does.
b) Identify the different parties involved in an authorization letter.
c) Type your authorization letter rather than writing it by hand.
The body of an authorization letter should include:

a) Salutation that is titles such as Ms., Dr., Mrs. Etc.
b) It should be short and precise.
c) Specify duties that your representative is authorized to do on your behalf.
d) Give dates of authorization.
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e) Give reasons for authorization.
f) Explain any restrictions on the authorization.
g) Conclude the letter formally, that is yours sincerely, faithfully, etc.
Conclusion
The learning outcome covered the knowledge required when obtaining travel
documents such as immunization report, visa, tickets and authority letter. The learning
outcome subjects learners to various documents required in travelling. It also provides
various requirements for obtaining these travel documents, that is visa, tickets, and
authorization letter and immunization report.
Further Reading
Dessimez, D., Richard, J., Champod, C. &Drygajlo, A. (2007). Multimedia

biometrics for identity documents. Forensic science international 167(2-3),
154-159.
O’ Byrne, D.J (2001) on passports and border controls. Annals of tourism research,
28(2), 399-416.
Written assessment
1. What is immunization?
2. Why is immunization recommended for travel?
3. Define the term human trafficking, passport, vaccination and letter of
authority.
4. What is a visa?
Oral Assessment
1. Is work ticket?
1. Create a simple passport.

 Computers
 Stationery
 Directory
 Weather chart
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 Maps
8.3.5.5 References
De Kadt, E. (1979). Tourism passport to development perspective on the social and

culture effects of tourism in developing countries.
Tuijthaf, G.J., Van Sterkenburg, M.N Sierevelt, I., Van Oldenrijk, J., Van Dijk C.N., &
Kerkhoffs, G.M. (2010). First validation of the passport training environment
for arthroscopic skills. Knee surgery, sports traumatology, and arthroscopy.
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8.3.6 Learning Outcome No 5: Handle Transport Logistics
Learning Outcome No 5: Handle Transport Logistics

Instructions
5.1 Establish travel destination as per travel details Instructor to

5.2 Select mode of transport as per the organization policy on provide travel
travel. documents
5.3 Obtain Travel documents (visa, passport, ticket, and
immunization report and invitation letters) as per the mode of
transport.
8.3.6.2 Information Sheet No 8/LO5: Handle Transport Logistics
Introduction
This learning outcome covers travel destination, mode of transport and travel
documents (visa, passport, ticket, and immunization report and invitation letters) as per
travel details, the organization policy on travel and the mode of transport.

Mode of transport: It is a term used to differentiate different means of transport.
Means of transport can be through air, land or water.
Transport logistics: It means the combination of various aspects of different factors as

from warehousing to transportation.
Travel documents: Refers to all documents (letters of invitation, visa, and passport
and immunization report) that a passenger carries for verification upon entering a
different locality or country.
5.1 Travel destination is established as per travel details
Travel details incorporate trip itinerary which shows the trip schedules. An itinerary is
all the recorded important information jotted down of the entire travel. This will cover
all aspects of travelling including means of transport.
Travelling is not as simple as choosing a destination and booking your plane ticket and
accommodations. Some people make travelling more fun without any major hitches.
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These travellers have an approach of doing their plans and that’s the application of
travel itinerary.
Importance of using travel itinerary in coming up with travel details
a) Maximizes utilization of time: travel itineraries ensure time is well managed. This is
because a travel itinerary must include your travel time to contain numerous attractions
within a leeway for unseen circumstances like weather conditions and traffic. This
might affect travel plans. However, with a travel itinerary, it provides for more flexible
thus time is not wasted.
b) Expenditure management: a travel itinerary can be used to estimate expenditures.
Establishing how much is likely to be spent during travels makes it easier to budget for
the whole journey.
c) Faster and easier to move from one place to another: through the itinerary, an
individual can establish a guideline on places to visit first. The sequence development
in moving one place to another such as visiting places those are near to each other
proceeding to other places that may be far.
d) Assist in prioritizing needs: it is almost impossible to visit all the attractions in just
a few days especially in countries where there are numerous attractions. An itinerary
will help you to prioritize the attractions, so you do not miss one that you want to see.
Assists in keeping track of trip essentials

A travel itinerary must include the essentials you will need when travelling. If you are
travelling to multiple places, your itinerary must include what to bring, clothes to wear,
medications, emergency number among other essentials.
5.2 Mode of transport is selected as per the organization policy on travel

Selection of means of transport cuts across various factors. They include:
a) Cost of service
The cost of transportation depends on several factors that are subjected to a particular
mode of transport. Charges on transportation fluctuate with the oil price, taxes, distance
and time of travel. However, the most considered cheapest means of transport include
railway transport with little traffic and road transport.
The selection of a mode of transport by considering the cost of service will depend on
the individual’s needs. For instance, if an individual wants to transport perishable goods
over a long distance will opt for an airplane which might be expensive and the only
option left.
b) Speed of transport
Air transport is the fastest means of transport. However, it’s the most expensive among
all other means. In short distances, motor transport is much quicker than the railway
but vulnerable to heavy traffics in congested areas. Water transport is very slow but a
better means of transport for delicate and bulky goods.
c) Flexibility
Water, air, and railway are inflexible means of transport. They operate services on fixed
routes and at planned time schedules. The goods have to be carried to the stations, ports,
and airports and then transported to other places through road transport means. Motor
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transport provides a flexible means of transport because it is not tied to fixed routes.
Also, it can operate at any time and can reach the business premises for loading and
unloading.
d) Service regularity
Railway service is more certain, uniform and regular as compared to any other mode of
transport. It is not much affected by weather conditions. On the other hand, motor
transport, ocean transport and air transport are affected by bad weather such as heavy
rains, snow, fog, storms, etc.
e) Safety
Security and safety of goods in transit also influence the choice of suitable means of
transport. Motor transport may be preferred for railway transport because losses are
generally less in motor transport. Water transport exposes the goods to the perils of the
sea and hence from a safety point of view, sea transport is thought of as a last resort.
5.4 Travel documents are obtained as per the mode of transport:
a) bill of lading, air waybill, CMR

Transport documents are issued by the shipping line, airline, international tracking
company, freight-forwarder or Logistics Company. For the shipping company and
freight-forwarder transport documents provide an accounting record of a transaction,
instructions on where and how to ship the goods and a statement giving instructions for
handling the shipment.
Transports documents are categorized in accordance with the mode of transport e.g.
CMR for road, bill of lading for shipping, etc.
b) CMR document
The CMR travel document is an international consignment note used by drivers,
operators and forwarders alike that governs the responsibility and liabilities of the
parties to a contract for the carriage of goods by road internationally. The carrier usually
completes the form but the sender is responsible for the accuracy of the information
and must sign the form when the goods are collected. The consignee will also sign the
form on delivery, which is essential for the carrier to be able to confirm the delivery of
the goods to justify the payment for its services. The CMR document is not a document
of title and is therefore non-negotiable. This document is prepared by the freight
forwarder and is addressed to the importer and the carrier.
c) Bill of lading B/L
A bill of lading is a document issued by the agent of a carrier to a shipper, signed by
the captain, agent or owner of a vessel, furnishing written evidence regarding receipt of
the goods (cargo), the conditions on which transportation is made and the engagement
to deliver goods at the prescribed port of destination to the lawful holder of the bill of
lading.
A bill of lading is therefore both a receipt for merchandise and a contract to deliver it
as freight. There are many different types of bills of lading and several regulations that
relate to them as a group of transport documents. The document is prepared by the
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shipping and addressed to the exporter, the shipping company through the agent and
the importer.
d) Air waybill AWB
An air waybill AWB is a non-negotiable transport document covering the transport of
cargo from airport to airport. The air waybill bust name a consignee and it should not
be required to be issued ‘to order’ and to be ‘endorsed’ as it is not a title of property of
the merchandise. Since it is not negotiable and it does not evidence title to the goods,
to maintain some control of goods not paid for by cash in advance, sellers often consign
air shipments to their sales agents or freight forwarders agents in the buyer’s country.
The air waybill is not a negotiable document. It indicates only acceptance of goods for
carriage.
Additional documents include; cargo insurance certificate, international commercial
invoice, packing list and delivery note
Conclusion
The learning outcome covered the criteria used when handling transport logistics.
Transport logistics entails travel destination, mode of transport and travel documents
which ensures that efficient transport logistics is delivered.
Further Reading
Parker, K. (2002) making conditions travel technology and global air

travel networks, proceedings of social change in the 21st century,
November Eds BE Hnna, EJ Woodley, JA Summerville, EL Buys.
Written assessment
1. Define the term transport logistics.
2. Mention some of the factors to consider when selecting mode of transport.
3. State at least three transport documents
4. What is transport?
Oral Assessment
1. Which is the fastest means of transport and why?
2. State three modes of transport.
Role playing that is learners to demonstrate some of activities associated with a
particular mode of transport.
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 Computers
 Stationery
 Directory
 Weather chart
 Maps
8.3.6.5 References
Banister, D. (2001). Transport planning. In the handbook of transport systems and

traffic control (pp9-19). Emerald group publishing limited.
Gustafson, P. (2012). Travel time and working time: what business travelers do when
they travel and why. Time and society, 21(2) 203-222.
Oppermann, M. (1995). A model of travel itineraries. Journal of travel research.
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8.3.7 Learning Outcome No 6: Prepare Carry-on
Learning Outcome No 6: Prepare Carry-on

Instructio
ns
1.1 Prepare itinerary as per the workplace policy Sample

1.2 Establish information on destination weather conditions meeting
1.3 Identify appropriate clothing as per the destination weather documents
conditions may be
1.4 Do currency change as per the exchange rate provided
1.5 Assemble meeting documents as per SOPs
8.3.7.2 Information Sheet No 8/LO6: Prepare Carry-on
Introduction
This learning outcome covers preparation of itinerary as per the workplace policy,
establish information on destination weather conditions and identification of
appropriate clothing as per the destination weather conditions SOPs and exchange rates.

Itinerary: This is a schedule of events relating to planned travel, including visited
destinations specified according to time and the mode of transportation to move
between destinations.
Weather: This refers to prevailing atmospheric condition of a given place within a

short period of time.
Currency: Refers to the medium used for exchange of goods and services.
1.6 Itinerary prepared as per the workplace policy
A well-prepared itinerary enables a person to make the best use of his/her time abroad.
Although travelling may be expensive and personal time is valuable, an overloaded
schedule can be counter-productive. For instance, you may have two to three
appointments. It is important to cross-check and space-time between meetings. This is
to avoid instance you rush from one meeting to another meeting.
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When preparing an itinerary, the following are fundamentals:
 The travelling plan should reflect organizational goods and priorities. Therefore,
the organization should have an approved appointment from the other party
intending to enter into a meeting.
 As a rule, schedules should be flexible enough to allow for both unexpected
problem and unexpected opportunities. However, accepting an unscheduled
invitation from a prospective client should not keep you from missing the next
scheduled meeting
 Confirm the normal working days on the host country or country visited. For
instance, the work week typically runs from Saturday to Thursday.
Stages of preparing an itinerary

i) Length of time spent on the trip
One is able to determine the cost of a trip by first establishing how long the trip will
take or for how long individuals will be away or abroad. Is it a week, a month or a year?
For instance, a trip planned to take a week can be scheduled to start on a weekend and
ending on the next coming weekend.
ii) Establish a budget
After knowing the number of days to be away, the budget should capture all the
activities that will be carried on the trip. Some allocation of funds may tend to be fixed,
for instance, fare, accommodation among other needs.
If it is an organization trip, the organization should allocate enough money as per
individuals involved in the trip.
iii) Choose destination
Certain places are particularly suited for a specific season, like Christmas in New York,
New Years in Sydney or seeing the spring cherry blossoms in Japan. If there is a country
or a city in mind, it is worth to make a quick check to see if there is anything exciting
happening at a particular time of the year to make your trip even better.
However, selection of a destination can be challenging as a result of inadequate
information from the internet. Also, the chosen destination should be friendly to the
established budget. Some areas or regions may have expensive facilities and may not
conform to the budget.
iv) Pick any required documentation and vaccinations
Before preparing an itinerary schedule ensures all the necessary documentation and
vaccinations that may be needed are gathered and stored appropriately.
The collection of required documents should be done as early as possible, maybe 2
weeks before the trip. Such documents include passports, visa among others.
1.7 Destination weather conditions information established

A good tour and travel can never be complete without serious consideration of the
weather condition at your destination.
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Information on destination weather
Large airports normally have Terminal Aero-drone Forecast (TAF). The TAF is a report
established to include a five statute mile radius around an airport. TAFs are issued by
National Weather Forecast offices (WFO) four times a day, every six hours beginning
at 0000 UTC and are issued for a specific period normally 24 hours.
If a TAF is not available for your destination, you will need to use the aviation area
forecast (FA). The FA gives forecast data at smaller airports that do not have terminal
forecasts. Area forecasts are issued three times a day and are valid for 18 hours.
If there is no weather reporting for the destination airport, it can be determined upon
making a need on an alternative by looking towards the VFR clouds and weather section
at the area forecast(FA). It is also important to review the precautionary statements
section to determine if the intended destination will be IFR. All statements in area
forecasts regarding heights are given in MSL or will be stated as above the ground
(AGL) or ceiling (CIG).
6.3 Appropriate clothing identified as per the destination weather conditions

Checking on the weather forecast for a given destination is essential in ensuring the
appropriate clothes are packed. There are always exceptions to weather patterns,
especially when travelling during transitional seasons.
Always pack warm clothes regardless of how hot your destination is and never travel
without a jacket. Destinations like deserts may be brutally hot during the day; however,
the cold is quite often equally as brutal come night. Australia is a great example of a
destination where travellers arrive unprepared. Believing the stereotype that it’s warm
year-round, many tourists to Australia end up not being prepared for cold.
Various regions across the globe have different climate characteristics. For instance, in
tropical Africa such as countries close to the equator are much warmer. A good example
is the port of Mombasa which has always been considered to be very warm. Therefore
tourists heading to this destination should carry with them appropriate clothing for day
time hours and night hours. Regions to the northern pole are extremely cold and they
have fluctuating seasons such as summer, winter, autumn, and spring. During the
summer, the temperature is a bit warmer. However, during winter, it is extremely cold.
Depending on the time of travel, it is very important to check on the time of the season
so that appropriate clothing will be selected.
6.4 Currency change done as per the exchange rate

Currency exchange rate differs from one country currency to another. In a free
economy, a country’s currency is valued according to the laws of supply and demand.
In other words, currency’s value can be pegged to another country’s currency, such as
the U. S dollar, or even to a basket of currencies.
Factors affecting currency value

 The value of any particular currency is determined by market forces based on trade,
investment, tourism, and geopolitical task. Every time a tourist visits a country, for
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example, they must pay for goods and services using the currency of the host
country. Therefore, a tourist must exchange the currency of his/her home country
for the local currency. Currency exchange of this kind is one of the demand factors
for a particular currency.
 Another important factor of demand occurs when a foreign company seeks to do
business with another in a specific country. Usually, the foreign company will have
to pay in the local company’s currency. At other times, it may be desirable for an
investor from another country to invest in another and that investment will have to
be on the local currency as well. All of these requirements produce a need for
foreign exchange and contribute to the vast size of foreign exchange markets.
An example illustrating exchange rates between Kenya and other countries as per 2015:
Table 9: Exchange rates between Kenyan currency and other countries as per
2015
Currency Mean Buy Sell

US dollar 102.3114 102.2139 102.4088
STG pound 151.7978 151.6378 151.9578
Euro 111.7833 111.6694 111.8972
SA Rand 6.5768 6.5692 6.5843
KES/USHS 32.9876 32.9073 33.0679
KES/TSHS 21.1121 21.0431 21.1811
KES/BIF 7.3103 7.2691 7.3514
AEDIRHAM 27.858 27.8277 27.8884
CAN $ 73.7539 73.673 73.8348
S. FRANC 103.4494 103.2985 103.6002
JPY(100) 84.9692 84.8812 85.0572
SW KRONER 12.1641 12.1504 12.1719
NOR KRONER 11.642 11.6245 11.6595
IND RUPEE 1.5418 1.5462 1.8434
6.5 Meeting documents assembled as per SOPs

Document assembly or document automation is a design of systems and workflows that
assist in the creation of electronic documents. These include logic-based systems that
use segments pre-existing text or data to assemble a new document. Automation
systems allow companies to minimize data entry, reduce the time spent proofreading
and reduce the risks associated with human error. Additional benefits include; time and
financial savings due to decreased paper handling, document loading, storage,
distribution, postage/shipping, taxes, telephone, labor, and waste.
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Standard Operating Procedures (SOPs)
Standard Operating Procedures (SOPs) software in the form of document control and
management, change control and employee training, not only assures compliance but
also helps companies meet their goals faster. Examples of SOPs software; process
street, sweet process, SOP express, SOP Tracker, Zaranta, Dozuki, System hub,
Resmed among others.
Standard operating procedures (SOP) software

The standard operating procedure software is based on a central and secure document
repository that allows users to easily search for and retrieve documents such as
company distribution of all regulatory documents. The SOP software not only manages
company SOPs but all types of documents regardless of nature, an application used to
create the documents. This versatility enables the solution to link all elements of the
entire quality management structure.
The SOPs software is based on a central and secure document repository that allows
users to easily search for and retrieve documents such as company SOPs. The solution
provides automatic routing and electronic distribution of all regulatory documents.
Some of the SOPs software features include:
 Free template
 Sharing and permissions
 Document control workflow process
 Centralized process and procedures
 SOP writing and manuals
Conclusion
This learning outcome provided insights for acquiring skills and behaviours required
for preparing carry-on. It includes choosing appropriate clothes, gathering information
on destination weather conditions, changing of currency and assembling documents.
Further Reading
Potash, M.S and Nygen, R.T., Overdrive system Inc, (1993). Multiple integrated
document assembly data processing system U.S. patent 5.222.236.
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Written assessment
1. Define the term itinerary.
2. Outline stage of preparing itinerary.
3. What are SOPs?
4. Define the term foreign exchange.
Oral Assessment
1. What are the most favorable weather conditions?

 Computers
 Stationery
 Directory
 Weather chart
 Maps
8.3.7.5 References
Kanemisty, H. (1999) U.S. patent no. 5924, 075. Washington DC. U.S patent and
trademark office.
Lohmann, M., & Kaim, E. (1999) weather and holiday destination preferences image,
attitude and experience. The tourist review 54 (2), 54-64.
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8.3.8 Learning Outcome No 7: Book Offices’ Accommodation
Learning Outcome No 7: Book Offices’ Accommodation

Instructions
7.1 Make enquiries as per the organization policies Observe the

7.2 Identify appropriate accommodation facilities as per rules
the organization policies and regulation
7.3 Make reservations as per the organization policies applied when
7.4 Provide details of the reservation to the executive as booking offices’
per the organization policies Accommodation.
8.3.8.2 Information Sheet No 8/LO7: Book Offices’ Accommodation
Introduction
This learning outcome covers reservations and enquiry, identification of appropriate
accommodation and as well as providing details of the reservation to execute as per the
organization policies.

Reservation: Refers to blocking of a particular room for a particular guest for a definite
period of time. Reservation rooms are advantageous to both the guest and the hotel.
Tourist accommodation: Refers to provisions done upon booking for a sheltered

overnight accommodation in appropriately equipped rooms including at least a bed.
Lodging: Refers to a temporal accommodation.
7.1 Making Enquiries for reservation or accommodation
Enquiry refers to the act of seeking information. Guests can communicate their
reservation in person, over the telephone, via email, through facsimile, telex, e-mail.
Moreover, reservation inquiries can be made through a central reservation system.
While getting a reservation enquiry, the reservation system shall obtain the following
guest- related information:
i) Guest’s name, address, and telephone number.

ii) Company or travel agency.
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iii) Date of arrival and departure.
iv) Type and number of rooms requested.
v) Desired room rate.
vi) People in the group if applicable
vii) Method of payment and/or guarantee.
viii) Any other special results.
Online enquiry
Online hotel reservation and accommodation inquiry is becoming a popular method of
seeking information due to developing and advances technology. Travellers can book
hotel rooms from home, using online security to protect their privacy and financial
information and using several online travel agents to compare prices and facilities at
different hotels.
Nowadays, a traveller can make a reservation on the hotel website that gives them
pictures and virtual tours to make their choices.
Room tariffs are shown on the website along with deals and discounts. Non-franchise
hotels require a booking engine application to be attached to their website to permit
persons to make online reservations. Travel agents too have access to these websites
and may even confirm room reservations directly.
Large hotel chains typically have a direct connection to the airline global distribution
system (GDS) that in turn provides hotel information directly to the hundreds of travel
agents who subscribe to these systems. Individual hotel chains may not afford the cost
of a subscription to the GDS and rely on other companies to provide the connection.
Several large online travel sites are in effect travel agencies. Hotels send their
information downstream to travel agent websites and give commission to those travel
agents who made reservations from travellers who connect to their websites.
7.2 Appropriate accommodation facilities identified as per the organization

policies
Identifying appropriate accommodation depends on the number of people and the kind
of people that need accommodation that is families, students, and individual interests
among others.
There are different types of accommodations:
a) Bed and breakfast
Typically, bed and breakfast is converted family or guest houses that hold more than
around 10 rooms. The main purpose is to provide a place to stay and a warm, home
cooked meal in the morning.
b) Motel
Motels maintain a demographic target consisting of travellers on long distance
journeys. In this sense, they are set up similar to a hotel but offer the bare minimum
amenities and services. Often, motel rooms face the parking lot to provide easy come
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and leave access. They are less expensive to run because they provide fewer amenities
and leisure activities since they are just a place to spend the night off the road.
c) Inn
They are usually found along the side of a country road or highway. Inn’s provide
food and drinks for those looking to only stay a night or two. Inns fall somewhere
between a level of the motel and a hotel in terms of amenities and space and can be
cosier and more comfortable than the average hotel. Prospect customers are usually
travellers on long journeys who need a temporary place to sleep before continuing to
their travels.
d) Hostel
Hostels generally have shared living quarters where guests can mingle with other
travellers. They are often cheaper mainly because they cost less to run and some of
the employees can take up permanent residence on site.
Regarding the above types of accommodations, an individual can opt to select an
appropriate one that suits personal interest.
7.3 Reservations made as per the organization policies

Reservations refer to the booking of a room for a particular guest for a given period.
The main function of the reservation is to match room requests with room availability.
Steps used when making a reservation;
a) Conduct the reservation inquiry.
b) Determine room and rate availability.
c) Create a reservation record.
d) Confirm the reservation record.
e) Maintain the reservation record.
f) Produce reservation record.
Guaranteed reservation
Guaranteed reservation ensures that the hotel will hold a room to the guest until a
specific time following the guest's scheduled arrival date. On return, the guest shall
his/her reservation of room unless the reservation is properly cancelled. To guarantee
a reservation, guests must opt for the following:
a) Prepayment guaranteed reservation.
b) A credit card guaranteed a reservation.
c) Advance deposit or partial payment.
d) Travel agent guaranteed a reservation.
e) Voucher or miscellaneous charge order.
f) Corporately guaranteed reservation.
Non-governmental reservation: insures that the hotel agrees to hold a room for the
guest until a stated reservation cancellation hour on the day of arrival.
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7.4 Details of the reservation provided to the executive as per the organization
policies
Upon arrival, a guest must check-in or register in the hotel where the reservation
system has their details and should already have been electronically transferred to help
speed up the registration process and eliminate unnecessary re-keying of data. Guests
without a reservation can fill in a paper registration form and this information can then
be entered quickly into the computer system.
Most systems allow reservations to be retrieved using either the guest’s name or the
reservation confirmation number. Once the reservation is displayed on the screen, a
room can be allocated from the list of vacant rooms displayed by the system. This is
then marked as being occupied to prevent it from being allocated in error to another
incoming guest. Similarly, group registration is greatly simplified using a
computerized system. Rooms can be pre-allocated based on a rooming list set in
advance by the organizers. Although traditionally check-in has happened at the
reception desk, the growth in the use of technology-based systems has resulted in new
and innovative ways of registering guests.
Conclusion
This learning outcome covered the procedures to be followed when booking offers
accommodation such as making enquiring for appropriate accommodation and
reservation to avoid disappointing client.
Further Reading
Backet, E.R. (2010). Opportunities for commercial accommodation in VFR travel.

International journal of tourism research.
Chen Jerome, Robert Jay Gabany, and Narendra Goyal. Travel management system
utilizing multiple computer systems (CRSS).
Written assessment
1. Is lodging part of a reservation? Yes or no.
2. Tick against reservations used by travellers going for a long journey
a) Bed and breakfast reservation.
b) Inn.
c) Motel.
d) Hostel.
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3. Why are payments made for reservations before travelling?
a) To book a room
b) For time keeping
c) For convenience
4. What is a reservation?
5. Define the term accommodation.
6. List procedures followed in reservation.
7. List the font types of reservations.
8. What are some of the characteristics of a good accommodation?
Oral Assessment
What are some of the functions of reservation systems?
Visiting a nearby lodging, inn, motel or hostel

 Computers
 Stationery
 Directory
 Weather chart
 Maps
8.3.8.5 References
Delorme, D.M., Gray, K.A. and Ferguson, T.A., Delorme publishing co. 1999. Travel
reservation information and planning system
Lockyer, T. (2005). Understanding the dynamics of the hotel accommodation
purchase decision. International journal on contemporary hospitality management,
17(6), 481-492.
Morasan, C., & Jeong, M. (2008). User’s perceptions of two types of hotel
reservation web sites, international journal of hospitality management, 27(2), 284-
292.
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CHAPTER 9: PETTY CASH MANAGEMENT/ MANAGE PETTY CASH
9.1. Introduction
Petty cash management is a core unit of competency in TVET level 6 qualification for
the office administration. This unit specifies the competencies required to manage
petty cash. It covers budgeting for office petty cash, requesting for petty cash
approval, coordinating office purchases, accounting for office petty cash and
preparing petty cash reimbursement. This competence is important for it provides
skills appropriate in cash management thus helping in prevention of internal fraud.
The critical aspects of competency to be covered include budgeting for office petty
cash, requesting for petty cash approval, coordinating office purchases, accounting for
office petty cash and preparing petty cash reimbursement. The basic resources
required include internet connectivity, computers, stationery, petty cash forms, and
calculators. The unit of competency covers five learning outcomes. Each of the
learning outcome presents; learning activities that cover performance criteria
statements, thus creating trainee’s an opportunity to demonstrate knowledge and skills
in the occupational standards and content in the curriculum. The information sheet
provides; definitions of key terms, content, and illustration to guide in training. The
competency may be assessed through a written test, demonstration, practical
assignment, interview/oral questioning and case study. Self-assessment is provided at
the end of each learning outcome. Holistic assessment with other units relevant to the

Manage petty cash by budgeting, requesting approval, accounting for petty cash,
coordinating office purchases and preparing petty cash reimbursement in accordance
with the workplace requirements and activities and based on the organization requests,
procedures, purchases, expenditures, receipts and availability of resources.

a) Budget office petty cash
b) Request petty cash approval
c) Coordinate office purchases
d) Account for office petty cash
e) Prepare petty cash reimbursement
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9.3.2. Learning Outcome No 1: Budget Office Petty Cash
Learning Outcome No 1: Budget Office Petty Cash

Instructions
1.1. Identify office petty cash expenses in line with the Provide samples
workplace activities. of petty cash
1.2. Determine office petty cash estimates based on the
Simulate
market prices.
preparation of
1.3. Prepare and attach budget draft to the request memo for
budget as per the
approval as per the workplace requirements.
workplace
requirement
9.3.2.2 Information Sheet No 9/LO1: Budget Office Petty Cash
Introduction
This learning outcome involves identifying office petty cash expenses, determining
the office petty cash expenses based on the market prices and preparing and attaching
the budget draft to the request memo as per the workplace requirements.

Petty cash: This is a small amount of cash that covers little amount purchases
especially in area like institutions departments, etc.
Budget: This is an estimation of finances to be spent within a set period of time.
Budget draft: This is a plan that is sketched in writing to estimate the finances to be
spent in a set period of time, though it has not yet been approved
Expenses: This is the amount of money that an individual or an organization incurs

trying to generate maximum revenue.
1.1. Office petty expenses are identified in line with the workplace activities.
Office petty expenses are the small amount of money that individuals in an office
incur to cover little expenditures that arise, for example, office supplies, postage, etc.
These expenses are incurred to simplify the repayment for the money that the staff has
already used for example in taxi fares. Petty cash is significant in meeting expenses.
They include; -
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 To make small payments or purchases within an organization which do not require
heavy funding.
 To reimburse or repay the staff after they bought items with their monies for the
business.
The petty cashier is responsible for recording all the petty cash. All payments made
by the petty cashier must be approved by a senior officer in the business.
Petty cash procedure

a) Open a petty cash fund
This is made by memorandum means addressed to the director of finance.
b) Disbursement
A voucher that holds budget’s holder’s signature is presented to the petty cash fund
custodian. This voucher may be in the form of an invoice or a receipt. This voucher
must show the correct code for the budget for all the expenses in the business. In case
the receipt is given as a voucher, it must be signed by the receiver of payment and the
person claiming it when payment is being requested. An advance also in terms of cash
may be given to a staff member for unauthorized expenditure. All vouchers that are
defaced or altered are questioned for their legibility and they may be rejected.
c) Replenish
In order for an organization to obtain reimbursement, a form is completed and shown
with item name for each voucher used in reimbursement. Adding machine tape is
attached to the form as an indication that the items of the expense’s balances.
d) Restrictions
All remunerations for example salaries, wages, honoraria, etc. are restricted along with
cash cheques, loan grants, travel expenses and purchase of alcoholic drinks.
Open a petty cash fund
Disbursement
Replenish
Restrictions
Figure 31: Petty Cash Procedure
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Petty Cashbook illustration
The petty cashier of AVERC Company paid cash for the following expenditure during
the month of January 2019.
Jan 01: Balance brought forward – Petty Cashbook Ksh 500
Jan 01: The amount of petty expenditures for previous month reimbursed by chief
cashier Ksh 2,000
Jan 05: Bought cleaning detergent Ksh 250
Jan 10: Paid Ksh 200 van for wash
Jan 13: Bought pens and pencils Ksh 150
Table 10: Solution in a Petty Cashbook
Receipt Date Details Vn Total Office Van Cleaning

2019 Expenses Expenses Expenses
500 Jan 01 Balanc

e B/d
2000 Jan 01
Cash
Jan 05 42 250 250
Cleanin
g
Jan 10 deterge 43 200 200
nt
Jan 13 44 150 150
Van
600 150 200 250
wash
Station
ery
Source: AVERC Company
1.2. Office petty expenses estimates are determined based on the market prices.
As the business or organization grows, the transactions that involve the flow of cash
may also increase considerably thereby making the cashbook bulky. When this
happens, the cashbook is divided into two where transactions that involve large
amounts of money are kept in the main cashbook and all records involving minor
payments are kept in the petty cashbook under the responsibility of the petty cashier.
All these office petty expenses need to be determined by setting up a petty cash log
which is a detailed account of all deposits and withdrawals made from the petty cash
account, including the purchase date, a brief description, account charged to the
receiver of the funds and who approved it.
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Important of office petty cash estimates
a) Petty cash estimates are very important in any office as they help track the petty
cash transactions.
b) Petty cash also works on the imprest system (amount of money given to an officer
in an organization to spend on behalf of the organization, which is later accounted
for). Therefore, the office petty cash estimates help the petty cashier is making sure
that the amount in the account for imprest is not replenished.
c) Petty cash estimates also help in setting up petty cash policies. These policies help
in reducing theft in the office. The following are included in the petty cash policies;
 The amount of money to be kept in the account.
 The person in charge of putting the money back into the account and
recording all the transactions.
 The place where the petty cash is to be kept.
 The mode of recording every petty cash transaction
Petty cash estimation procedure

a) Complete a petty cash reconciliation form
b) Obtain the cash
c) Add that cash to the petty cash fund
d) Record the vouchers in the general ledger
1.3 The budget draft is prepared and attached to the request memo for approval
as per the workplace requirements.
A budget draft is drawn with consultations where the business owners liaise with line
managers, suppliers, and other personnel to make the best draft possible which is in
line with the goals of the business and their effects on revenues and expenses.
Importance of a budget draft
a) A budget draft helps the organization in making various decisions regarding the
usage of cash
b) A budget draft also helps in assessing and planning for capital needs within the
organization. This evaluation is important in understanding the operations cycle
where short-term borrowing may be necessary.
Steps to prepare a budget draft

a) Set the goals that are achievable and realistic
b) Highlight or identify your revenues and expenditures
c) Design the budget
Conclusion
This learning outcome covered equips the learners with the knowledge required to
budget office petty cash appropriately. The knowledge and skills which learners’ gains
from this learning outcome include identification of office petty cash expenses as per
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the workplace activities, estimation of office petty cash and preparation of budget draft
to support the approval of memo requested as per the workplace requirements.
Further Reading
Check out the QuickBooks course link to learn how to manage petty cash
expenses
Download petty cash log
Written assessment
1. The following statement defines one key term in petty cash management. (Money
set aside for expenses requiring little amounts) Which one is it?
a) Petty cash
b) Budget
c) Budget draft
d) Expense
2. Which one of the following is not a petty cash estimation step?
a) Complete reconciliation form
b) Replenish
c) Obtain cash
d) Add cash to petty cash fund
3. Which one of the following should not be recorded in a petty cash book?
a) Staff tea
b) Buying of stock
c) Stationery
d) Sundry expenses
4. The following description suites one term used in petty cash management.
“Repayment for money you have already spent”
a) Disbursement
b) Reimbursement
c) Replenish
d) Restrictions
5. Where is small transactions recorded in an office?
a) Cashbook
b) Ledgers
c) Petty cashbook
d) Income statement
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6. Who keeps the records that involve minor payments in an office?
a) General cashier
b) Chief finance officer
c) Manager
d) Petty cashier
7. What should petty cash be used for in an office?

a) Pay for boss’s lunch
b) Pay for staffs’ picnic
c) Pay for business’s minor expenditures
8. Define these terms;
a) Petty cash
b) Expenses
c) Budget
d) Budget draft
e) Office
Oral Assessment
1. What is the purpose of petty cash?
2. Describe a petty cash procedure?
Gather information about petty cash from a petty cashier in your organization and write
a report.
Project
Create a petty cash budget for your company for a period of six months.

 Computers
 Stationery
 Petty cash forms
 Calculators
9.3.2.5 References
Wiley, D. A. (2000). Learning object design and sequencing theory (Doctoral

dissertation, Brigham Young University).
Hall, M. (2001). More servlets and JavaServer pages. Prentice Hall PTR.
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9.3.3 Learning Outcome No 2: Request Petty Cash Approval
Learning Outcome No 2: Request Petty Cash Approval

Instructions
2.1 Submit the budget draft to the accounts department Provide sample of
2.2 Approve the budget draft based on the availability of budget drafts
resources
Role play the
2.3 Do the budget drafts amendments based on the accounts
process of
recommendations.
approving and
2.4 Identify the petty cash custodian and report any change
amending the
in the custodian.
budget draft
9.3.3.2 Information Sheet No 9/LO2: Request Petty Cash Approval
Introduction
This learning outcome involves the request of petty cash approval, submitting the
budget draft to the accounts department, approving the budget draft based on the
resources available, making amendments on the budget draft and identifying and
making changes on the petty cash fund’s custodian.

Petty cash custodian: This is a person in charge of making sure that the petty cash
funds are not misused and are secure and also handled by the person authorized in the
office.
Petty cash approval: This is a tested and recommended procedure that the foundation
requires each petty cash fund to have a custodian who has been authorized to handle
those funds.
Budget: This is an estimated expenditure for a locate period of time.
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2.1. Budget draft is submitted to the accounts departments.
A budget draft is an estimation of the amount spent and those that are received over a
specified time. A budget used to beanchmark the amount of money to be used at a
particular time-frame. It helps in avoiding overspending because you have to plan for
every coin to be used.
Budget draft is very important in controlling actual costs because it is known that the
costs of all activities will be compared to the budget. This is the reason why the budget
drafts are presented to the accounts department for accountancy by measuring actual
performance against set goals.
In every organization, time and money are very scarce resources. To be able to use these
resources, one has to plan carefully and control to ensure the plans conform to the set
standards. Therefore, a budget draft is submitted in the accounts department for them
to plan and control the use of scarce resources
Importance of budget draft in accounting

a) The budget draft shows the plans to the management for the coming periods
b) The budget enables all management levels to think carefully anticipating great results
and taking corrective measures on a possible poor result
c) A budget can also help in motivating people to achieve the desired goal
Stages of budget process
Budget formulation
Budget oversight Budget approval
Budget execution
Figure 32: Stages of budget process
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Table 11: Sample of Budget Draft
Category Budget Actual Difference

Income
Income1
Income 2
Income 3
Others
Total Income
Expenses
Gas Payment
Maintenance
Entertainment
Others
Total Expenses
Saving
Emergency
General
Others
Total Saving
Source: All the Best Business Budget Template | Smart sheet
2.2. Budget draft is approved based on the availability of resources.

The budget drafted is tabled where committees selected reviews and scrutinize the
budget and revenue proposals and then reports back to management. Amendments are
made where necessary and then the budget is voted into law within the organization.
Budget approval procedure
a) Budget consolidation
The top management provides guidelines for divisional managers to use.
b) Review by the finance staff
This staff analyzes the proposed expenses and also prepares a revenue forecast. Their
main goal is to ensure that the budget drafted is achievable and reasonable.
c) Review by top management
The top management assesses if the profit and revenue forecasted is in tandem with the
set goals.
d) Implementation
Once the budget has been approved, it is then put into action.
2.3 Budget draft amendments are done on the accounts recommendations

Before the budget is implemented, amendments are made on the accounts. The budget
gives strategic priorities and goals to guide an organization in planning financial for the
year. Amendments of budget draft are usually conducted to move money from one
sector to another to ensure that there is equality in all departments. This is done when
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one department receives more money as compared to its yearly needs. As result, heads
of other department propose supplementary budget whereby the money allocated to
departments which needs little capital for their operation to be reduced and moved to
other departments which require huge capital to run their daily activities.
Departments which require more funds can claim up to 10% of the money allocated to
other departments. If the general manager of the company approves the supplementary
budget it is termed as amended budget.
1.4 Petty cash fund’s custodian is identified and any change in the custodian
reported.
The petty cash funds custodians and the budget makers are involved in the coordination
of planning to satisfy the goals set by the organization. However, for them to identify
changes in the custodian reported, they should carefully consider the following
condition;
 Top management support.
 Flexibility in case of any change in the budget, the budget operation should be
restarted.
 Communication results - timeliness, accuracy is key in this condition. Managers
and custodians should communicate results to the staff so that they can adjust in
case of a deviation in their performance.
 Participation in goal setting as employees is likely to work to achieve the set goals
if they participate in preparing budgets and setting goals.
 Follow up - budgets should be continuously checked and corrected where need be.
Conclusion
This learning outcome covered the procedures to be followed for a petty cash to be
approved. These include submission of the budget draft to the accounts department,
approving the budget draft based on the available resources and amending the budget
draft. A budget is supposed to explain the managements assumptions related to
planning, the completion they face, and state of economic effects of government
regulations
Further Reading
Read: Piggy banking/ the envelop method – how to budget better!
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Written assessment
1. Which of the following is not one of the steps in budgeting process?
a) Formulation
b) Oversight
c) Amendment
d) Execution
2. Which description best fits the petty cash custodian?
a) A person who keeps cash in the business
b) A person who accounts for losses in business
c) A person who makes sure petty cash is not misused
d) A person who makes decisions in the business
3. The following are importance of a budget in an organization. Which one is not?
a) Plans for coming periods
b) Allocation of resources
c) Taking corrective measures in case of deviations
d) Pay salaries to staff
4. Which of the following is not a condition for managers to identify change in
budget?
a) Pool of funds
b) Flexibility
c) Follow up
d) Participate in setting goals
5. Which description fits a budget?
a) A financial plan
b) A decision
c) A target
d) An account procedure
6. Why does an organization have to keep reviewing their budget?
a) To make sure money is not stolen
b) To make necessary amendments
c) Because it is in the constitution
d) To motivate employees
7. Why does the petty cash have to be approved?
a) To make it count
b) To create a feeling of security in the organization
c) To enhance its usefulness in organization
d) For no reason
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8. Define petty cash custodian
9. Why approve the petty cash fund?
10. What do you understand by the term amendment of budgets?
11. Highlight the reason for budgeting in a business
Oral Assessment
1. Describe the budget approval procedure?
1. Draft a petty cashbook from your daily expenses for a period of one week

 Computers
 Stationery
 Calculators
9.3.3.5 References
Levenson, J., & Adler, S. (2010). U.S Patent No. 7,840,495. Washington DC. U.S
Patent and Trademark Office
Nikolai, L.A, Bazley, J.D, & Jones, J.P (2009). Intermediate Accounting (Book only).
Engage learning
Pessoa, M., & Williams, M.J (2013). Government Cash Management Relationship
Between The Treasury And The Central Bank International Monetary Fund
344
9.3.4 Learning Outcome No 3: Coordinate Office Purchases
Learning Outcome No 3: Coordinate Office Purchases

Instructions
3.1 Receive written requests.

3.2 Approve or disapprove written requests based on the
Provide samples
of written
3.3 Do office purchases based on the requests.
requests
3.4 Obtain receipts based on the purchases
9.3.4.2 Information Sheet No 9/LO3: Coordinate Office Purchases
Introduction
This learning outcome involves the receipt of written requests, approving or
disapproving written requests based on the organization procedures, doing office
purchases and obtaining receipts based on the request and purchases.

Office Purchases: This is the act of buying something, either a good or a service in an
organization to help in attaining the intended goals.
Receipts: This is the written document that acknowledges that one has received a good
or money.
Written Requests: This is a polite way of asking something formally made through
writing.
3.1 Written requests are received
A written request is a correspondence that an individual sends to a service provider. It
explains in details what information is wanted. There are several forms of requests that
are accepted in an office; they include:
a) In-person requests: These are requests that are received by the agencies in person.
Every agency must have its public records available at the office for recording the
requests brought by “walk-in” requestors.
b) Mail requests: When an address is available a request can be sent to those persons.
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c) Mail requests: When an address is available a request can be sent to those persons.
d) Public internet website records: The agencies post commonly requested records on
their websites.
The procedure for writing a request:

 Know what you are requesting
 Use a professional letter heading
 Greet the recipient of your request
 Ask for what you need in a very polite manner
 Explain why you need it and its usage
 Thank the recipient for reviewing your request
 Mail the request or “walk it in” in the office and wait for the response
Written requests can be used to request a raise of salary, or even in an interview. It is
also useful if specific information is needed or when a third party has to write the letter
on your behalf. If the information is needed, then let the person reading know the reason
you need that information and thanks them.
How to write a request letter

i) Be courteous when writing, put the reader at ease and help him/her feel it is not
a burden responding to you.
ii) Be brief.
iii) Do not try to manipulate the reader.
iv) Be persuasive and assertive.
v) Do not apologize for your requests.
vi) Make it easy for the reader to respond.
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A sample of a written request
From
………………….
………………….
Date
…………………
To
…………………
…………………
RE: REQUEST FOR FUNDS TO PURCHASE OFFICE PRODUCTS
I am writing this letter to put this into your attention as per the agreement during the
annual general meeting that you disburse the amount agreed on for purchase of office
products.
Thank you.
………….
(Name)
1.2 Written requests are approved /disapproved based on the organization

procedures
When the matter in hand is marked as urgent, it may be approved immediately, though
this kind of approval may be revoked if it is learned that it wasn’t that urgent as
purported. A written request when reviewed in the organization it may be marked in the
following states;
 Approved: The request here is accepted
 Provisionally approved: The request is accepted, and it must be implemented but it
will still be subjected to reviewing after some time.
 Partially approved: The request is not fully accepted, but it can be implemented
awaiting provisional review.
 Delayed: The request here is taken care of at a later date but not promptly.
 Disapproved: The request is not necessary and may not even be started. Those
whom requests are not accepted for one reason or another may be banned for a
period of some time.
1.3 Office purchases are done based on the requests

A purchase requisition contains the information regarding the supplier, requested
product or service information, the requisition catalog number, date, and delivery
information.
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There are two types of purchase requisitions
1. Special item: These are requests of items that do not have the term dates.
2. Fixed cost: These requests have both the start and end date.
budget system
create approved
check generates
requisition requisition
requisition PO
Figure 33: Overview of the purchasing process
 The person requesting creates a requisition.
 The requestor hands in documents to support requisition into the purchasing
 The requisition is kept for approval
 The budget for requisition is checked.
 Prior approvals.
 Review and assessment of requisitions.
 Delivery of goods and services by suppliers together with the invoice after approval.
When office purchase requests are not requested
 Banking and real estate transactions
 Temporary staffing
 Subscriptions
 Utilities
 Travel reimbursements.
1.4 Receipts are obtained based on the purchases

When a purchase is made, the receipt is very important because it’s evidence that the
transaction has taken place. The receipts are also important in making sure that the shop
owner does not evade taxation.
A receipt should contain the following elements:
 Name of vendor
 Description of the product/s purchased
 Amount paid
 Form of payment e.g. cash, cheque, etc.
 Date of transaction
Important of keeping a receipt:

 Acts as a proof for warranties after making purchase
 Acts as a proof for major expenses
 Used when a client wants to return goods or to exchange them
 Used for expense reimbursements
 Used for budgeting and reconciling
 Used in tax deductions
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Conclusion
The learner should be able to coordinate office purchases. The learners should be able
to receive written requests effectively and approve/ disapprove written requests based
on the organization procedures. Also, the learner should be in a position to make office
purchase and obtain receipts based on the purchases done.
Further Reading
Internet source: https://uc.xyz/dKxTT?pub=link[Receipts and proofs of
payment | Berkely Law] is good, have a look at it!
Written assessment
1. “An act of buying something.” Which of the following best suits the statement?
a) Purchase
b) Order
c) Sales
d) Request
2. Which one of the following is not one of a request form?
a) In-person
b) Mails
c) Public internet website
d) Telephone
3. Which of the following is not a way of marking requests?
a) Approved
b) Pending
c) Disapproved
d) Delayed
4. Office purchase requests are not required in the following cases except:
a) Honoraria
b) Temporary staffing
c) Buying office supplies
d) Utilities
5. Which of the following is an importance of receipts?

a) For budgeting
b) Reduces tax evasion
c) For future reference
d) To manage funds
6. Define purchase
7. Define receipt
8. Highlight two significance of receipts
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9. Define requests
10. Define requisition.
Oral Assessment
1. Describe the overview of purchasing process.
1. Develop a receipt for sales made in an organization for a period of one week.

 Computers
 Stationery
 Calculators
9.3.4.5 References
Christensen, G. J. (2006). Is now the time to purchase an in-office CAD/CAM device?.

Journal of the American Dental Association (1939), 137(2), 235-6.
Zhang.L.L.C (2010). Power for price. Office purchase, elite families, and status
maintenance in Qing China. Harvard University.
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9.3.5 Learning Outcome No 4: Account for Office Petty Cash
Learning Outcome No 4: Account for Office Petty Cash

Instructions
1.1 Gather petty cash receipts based on the purchases

1.2 Sign petty cash receipts as per the workplace procedures
Provide
1.3 Do reconciliation based on the expenditure
samples of
1.4 Note the shortages based on the reconciliation
petty cash
1.5 Do surrender the petty cash as per the workplace
receipts
procedures.
9.3.5.2 Information Sheet No 9/LO4: Account for Office Petty Cash
Introduction
This learning outcome involves gathering petty cash receipts based on the purchases,
signing of the petty cash receipts by the custodian as per the workplace procedures,
noting the shortages based on the reconciliation done and surrendering the petty cash
as per the workplace procedures.

Reconciliation: This is the process of ensuring that a set of records agree with each
other. It is used to ensure that the money leaving the account matches the money
entering the account.
Noting shortages: This refers to situations something that is needed cannot be obtained
even with enough funds.
Petty Cash: Refers to a small amount of money which is usually paid in cash instead
of writing a cheque.
4.1. Petty cash receipts are gathered based on the purchases.
The fund custodian is responsible for submitting the gathered receipts to account
payable for review. Accounts payable ensures that all petty cash requests adhere to their
stipulated policies and standards and maintains all the accounts records. Petty cash
funds are established by withdrawals from the imprest fund bank. It is therefore kept
under the general ledger control.
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A sample of Petty Cash Receipt
No…………….
Date…………..
Pay to…………………………
Business purchase/ Description

…………………………………………………………………………………………
…………………………………………………………………………………………
…………
FAS account (10 digit) Amount Authorized by

Date
………………………. ………….. ………………
………
………………………. ………….. Recipient signature
Date
………………………. ………….. ………………
………
………………………. …………..
Total …………..
4.2 Petty cash receipts are signed by the custodian as per the workplace
procedures
Petty cash gives a reserve when purchase suppliers are needed. Although the petty cash
funds are usually in small amounts, constant withdrawals can add up to a bigger
amount, therefore, the need for the receipt, to help track the usage of funds. The petty
cash fund, the custodian is responsible for signing the receipts and issues the receipts
after every disbursement of the cash.
Responsibilities of petty cash custodian
 Signing the receipts
 Keeping petty cash records
 Managing receipts.
4.3 Reconciliation is done based on the expenditure

Petty cash reconciliation refers to a review of petty cash records formally. The aim of
reconciling is to find out if disbursements are all documents. Undocumented
disbursements possess a problem in petty cash, as there is a high risk of fraud. Petty
cash reconciliations should be done regularly.
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Procedure for reconciling petty cash
a) Ascertain the stated balance.
The company’s policy about petty cash is reviewed and the petty cash balance stated to
be reviewed.
b) Obtain reconciliation form
The form is obtained from the company or even their websites.
c) Calculation of the cash withdrawn
The cash remaining in the petty cash fund is counted and then subtracted from the
balance of fund. The resulting balance represents the amount withdrawn from the fund.
d) Summarize vouchers
The total expenditures are added up on the petty cash vouchers. The amount is then
subtracted from the amount of cash withdrawn. The resulting solution should be a zero.
e) Investigate variances
The difference between the amount stated and actual total of cash is investigated.
4.4 Shortages are noted based on the reconciliation

When the reconciliation of the petty cash has been done, and comparison between the
original amounts of cash with cash remaining and the total cash withdrawn is
established, then the shortages are identified after the reconciliation.
Errors that may cause shortages in reconciliation of the petty cash
a) A petty cash statement showing account balance at the beginning of the month, the
deposits, cheques paid.
b) Outstanding cheques which are issued but not presented for payment
c) Deposits in transit- cash received is recorded by the person depositing that reached
the business too late to be included in their statement for that month.
d) Miscellaneous not recorded anywhere.
4.5 Surrender of the petty cash is done as per the workplace procedures
The petty cash custodian is issue with the cheque, for the amount on the petty cash
reimbursement form. The total amount of petty cash fund is therefore surrendered to
the cashiers’ office when the custodian relinquishes the funds.
When the petty cash funds are missing, the petty cash custodian notifies the superior
immediately.
After the petty cash fund is surrendered, then the closing of the petty cash is done as
per the workplace procedures.
When the funds are closed voluntarily, the petty cash fund custodian takes the following
steps;
a) Notify the officer in the office
b) Prepare final replenishment request
c) Submit all cash to bursar’s office
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Conclusion
This learning outcome equips the learners with adequate skills which are required for
accounting for the office petty cash. They are required to gain knowledge on gathering
of purchases receipts, signing of the receipts by the custodians, noting the shortages and
surrendering the petty cash as per the workplace procedures.
Further Reading
Youtube: https://youtu.be/6SgWQ621DyA
https://youtu.be/YMwS-CdDfzA
Internet source: https://www.invoiceberry.com/petty-cash-receipt-
templates
Written assessment
1. Which of the following is not a responsibility of a petty cash custodian?
a) Signing receipts
b) Keeping petty cash records
c) Manage receipts
d) pay staff’s salaries
2. The following errors cause shortages in reconciliation. Which one does not?
a) Deposits in transit
b) Outstanding cheques
c) Miscellaneous
d) Withdrawals
3. Reconciliation ensures records are agreement.
a) True
b) False
4. Petty cash receipts are kept under which ledger?
a) Petty cash book
b) General ledger
c) Trial balance
d) Sales ledger
5. Reconciliation increases petty cash in the business
a) True
b) false
6. Define reconciliation.
7. Highlight steps involved in petty cash reconciliation.
8. Who is a petty cash custodian?
9. What is the purpose of a petty cash receipt?
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Oral Assessment
1. How is reconciliation of petty cash done?
2. How are shortages in petty cash identified?
1. Develop a petty cash reconciliation statement.

 Computers
 Stationery
 Calculators
9.3.5.5 References
Cash, P. (2000). Procedure manual.

Lederach, J.P (1997). Sustainable reconciliation in divided societies. Washington,
D.C: USIP.
Levenson, J., & Adler, S. (2010). U.S. Patent No. 7, 840, 495. Washington, DC: U.S.
Patent and Trademark Office.
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9.3.6 Learning Outcome No 5: Prepare Petty Cash Reimbursement

Learning Outcome No 5: Prepare Petty Cash Reimbursement

Instructions
5.1. Prepare expenditure schedule based on the receipts Prepare samples

5.2. Submit the expenditure schedules and receipts to the of expenditure
accounts schedules
5.3. Do the reimbursement request for the petty cash based
on the expenditure
5.4. Disburse the petty cash based on the request
9.3.6.2 Information Sheet No 9/LO5: Prepare Petty Cash Reimbursement
Introduction
This learning outcome involves preparing expenditure schedules based on the receipts,
submitting the expenditure schedules and the receipts to the accounts office during the
reimbursement requests and disbursing petty cash based on the requests.

Expenditure: This is the total amount an individual organization or even the
government spends in buying goods and paying services.
Disbursement: This is the form of payment made on behalf of a client to the third
party. Then amount is paid from the account or dedicated fund.
Petty Cash: Refers to cash kept in a business to cater for low-cost expenditure
immediately.
5.1 Expenditure schedule is prepared based on the receipts
Expenditure schedule is a plan, a formal document in form of a table of lists or inventory
which shows the amount of money to be spent in buying goods and services in the
organization. When petty cash receipts have been gathered based on the purchases,
expenditure schedule is the prepared. Filling an expenditure form is similar to that of
preparing a budget. For instance, you have to include;
i) Incomes, expenses and debts are filled
ii) One needs to be very accurate to give a clear picture of the situation.
iii) Some expenses are prioritized than others.
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Before preparing the expenditure schedule, the petty cash custodian needs to understand
the different kinds of expenditure for easier recording.
Categories of expenditure
a) Capital expenditure: This includes the cost of acquiring the fixed assets and the
subsequent expenditures that expands the earning capacity of existing fixed assets.
The costs of acquisition includes; purchasing costs, cost incurred in the process of
getting the fixed assets into their locations, for example delivery cost, upgrading
costs, replacement costs and purchase costs.
b) Revenue expenditure: This involves the costs of maintain instead of enhancing the
earning capacity of the assets. Examples in this case include repair costs, repainting
costs, renewal costs and maintenance costs.
Steps to be followed in preparing expenditure schedule

a) Define the schedule activities: This involves the breakdown of activities or amounts
from the petty cash fund to be recorded in the expenditure schedule.
b) Sequence activities: These are activities placed in order in which they need to
happen. The expenses that need to be settled first by the petty cash custodian should
appear first.
c) Estimate the resources needed: Estimating resources makes it easier for budgeting of
petty cash.
d) Estimate duration of expenditure: This involves an analysis of how long it will take
to accomplish each one of the expenditures listed.
e) Develop the expenditure schedule: The sequence of activities reduces and duration
of expenditure is used to optimize the overall project schedule.
f) Monitoring and control of the expenditure schedule: This step ensures that the results
are in line with what has been planned.
5.2 Expenditure schedule and receipts are submitted to accounts office

The expenditure schedule should include all the petty cash funds in every department.
The reports and receipts must be submitted to account office. These include expenditure
schedule, summary of the revenues, expenditures and balances, the budget
reconciliation and the dues and memberships.
There are three columns included in the expenditure schedule as explained below.
a) Preliminary expenditure schedule: This column displays the appropriation requests
of petty cash entered originally.
b) Adjusted expenditure schedule: All adjustment on the expenses is entered in this
column.
c) Final expenditure schedule: Once the form has been completed and saved, this
column calculates automatically based on the adjustment entered. The original
expenditure schedules together with receipts are submitted to the accounts office.
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5.3 Petty cash reimbursement request in done based on the expenditure
Reimbursement is compensation for the money spent. A petty cash reimbursement
compensates for the expenses that may have been rendered while performing a job for
someone. One is supposed to fill the petty cash reimbursement form for the other party
to offer details of money that they may owe the first party. The other party then reviews
this form and once satisfied with the details that are provided pays the other party the
amount owed.
Petty Cash Reimbursement Form
NAME…………………… DATE….…………….
AMOUNT………………. DATE.……...………..
………………...................
REASON FOR REQUEST ………………………………..
EMPLOYEE SIGNATURE……………………………….
DATE………..………
DIRECTOR SIGNATURE………………………………...
DATE………………..
BUDGET CODE TO BE CHARGED ……………………
APPROVED BY (only one signature required)
……………………………………………………
DATE………………..
…………………………………………………...
DATE………………..
CASH RECEIVED BY
…………………………………………………..
DATE…………...……
ATTACH RECEIPTS BELOW
Figure 34: Sample image of petty Cash Petty Cash Reimbursement Form
Source: tstboces.org
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5.4 Petty cash funds are disbursed based on the request
Petty cash presents an alternative to issuing of cheques which causes delays in
payments, wastes resources and increases the bank charges. To ensure control and
correct expense distribution, receipts are attached to a petty cash voucher expense
distribution; receipts are attached to a petty cash voucher and signed by the designed
budgeter.
Petty cash disbursement procedures
a) Employee make the purchase and obtains a receipt
b) Completing of the petty cash voucher
c) Attach original receipts and obtain signature of the designed budget for approval
d) Make a copy of the voucher and receipts and give them to accounts office
e) Take the voucher and receipts to the accounts office for reimbursement
Conclusion
This learning outcome covered the preparation for the petty cash reimbursement. The
trainee should be aware on how to prepare the expenditure schedules and how to submit
it to the accounts office. On top of that, the trainee also gains knowledge on how to
make request for the reimbursement of petty cash as per expenditure needed and finally
how to disburse them based on the request.
Further Reading
isu.edu
hartnel.edu
Written assessment
1. Which of the following is not a capital expenditure?
a) Renewal expenses
b) Replacement cost
c) Delivery costs
d) Purchase costs
2. Expenditure is the amount of money the business gets from banks.
a) True
b) False
3. Which one of the following is not filled in the expenditure?
a) Income
b) Expense
c) Debts
d) Assets
4. The following columns are included in an expenditure form. Which one is not?
a) Preliminary expenditure schedule
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b) Adjust expenditure schedule
c) Contingency expenditure schedule
d) Final expenditure schedule.
5. Disbursement is synonymous with reimbursement

a) True
b) False
6. Define the term expenditure
7. What is the main benefit of petty cash expenditure form?
8. Why are receipts submitted to accounts office?
9. Define expended
10. Define revenues
Oral Assessment
1. Who are the target audience of petty cash reimbursement form? What is organizing
resources?
1. Design a petty cash reimbursement form in your organization
2. Draft an expenditure schedule

 Computers
 Stationery
 Calculators
9.3.6.5 References
Authority, S (2011). Policies and Procedures. Cox, S, Ed.

Mutter, D. W, & Parker, P. J, (2004). School Money Matters. A Handbook for
Principals. Association for Supervision and Curriculum Development (ASCD), 1703
North Beaurgard Street, Alexandria, VA 22311.
Willey, R (2003). Accounting Controls for Non Profit Religious Groups. Forensics,
Journal 36.
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CHAPTER 10: OFFICE SECURITY MANAGEMENT/ MANAGE OFFICE
SECURITY
10.1 ` Introduction
Office security management is a core unit of competence in TVET level 6 qualification
for office administration. The unit covers the knowledge, skills, and behaviors required
to effectively manage office security. It involves safeguarding office records, office
equipment, office information, maintaining confidentiality and intergrity of data,
controlling office access and reporting security incidences in the work place. The
importance of office security management to TVET level 6 curriculum is to equip the
trainees with skills to handle office security issues that may arise in work places. It has
also been recognised as the most vital element for the learners in TVET.
The critical aspects to be covered includes identifying and storing office records,
controlling access to office records, establishing office equipment inventory, availing
office equipment manuals, control access to data, identifying and analysing office
security risks and follow up on reported security incidences. The basic resources
required for office security management include computers, stationaries, diaries, and
visitors register among others. The unit of competency covers seven learning outcomes.
Each of the learning outcomes presents learning activities that cover performance
criteria statements; thus creating trainee’s opportunity to demonstrate knowledge and
skills in the industrial standards required and content in curriculum. Information sheet
provides; definition of key terms, content and illustration to guide in training. The
competency may be assessed through demonstration, practical assignment, interview
questioning and case study. Self assessment is provided at the end of each learning
outcome. Holistic assessment with other units relevant to the industry sector workplace
and job role is recommended at the end of the training.
Safeguard office records and data; maintain confidentiality, integrity of data,
information management, office security, control office access, and report security
incidences as per work policy and SOPs.

a) Safeguard office records
b) Safeguard office equipment
c) Safeguard office data and information
d) Maintain confidentiality of data and information
e) Maintain integrity of data and information
f) Control office access
g) Report security incidences
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10.3.2 Learning Outcome No. 1: Safeguard Office Records
Learning Outcome No. 1: Safeguard Office Records
Instructions
1.1 Identity office records as per the workplace policy Provide sample of
1.2 Store office records as per the workplace policy office records
1.3 Control access to office records as per the workplace such as register,
policy files etc.
10.3.2.2 Information Sheet No10/LO 1: Safeguard Office Records
Introduction
This learning outcome focuses on identifying, storing and accessing office records. It
will also provide the trainee with skills and knowledge proper storage and control of
access of office document as per the workplace procedures.

Office: It is a workplace or a center used as information center channel of
communication, coordinating center, control center, service center and memory center
through record keeping.
Office records: They are documents in which official information of an institution or

organization is stored e.g. files and registers.
Office security: Protecting the workplace documents, tools and equipment from
vandalism both from inside and outside the workplace.
File: It is a document case used for carrying papers.
1.1 Office records (files, registers, reference materials) are identified as per the
workplace policy
Office records are documents in which official information of an institution is stored.
There are different types of office records. These types depend on the workplace
activities, e.g.
a) In a school, the types of records include;
 Timetables
 Registers
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 Examination results records
b) Types of records in a business include;
 Bank statements
 Accounting records
 Business permits
 Insurance documents
c) Types of records in a hospital include;
 Ward records
 Patient clinical records
N.B: Each institution contains its office records depending on the activities carried out.
Procedures for identifying office records
Steps to follow when identifying office records include;
i) Determining the activities that will be carried out within the institutions such as in
a school, hospital, a business institution among others.
ii) Identify qualified personnel who will carry out the activities. Each personnel should
be allocated at his or her own area of specialization for quality purposes.
iii) Identify the resources needed for the activities to be carried out that is, the tools,
equipment and materials. These tools include files, registers, computer, stationery,
diaries, among others
iv) Identify whether the resources available will help carry out the activities in your
office. Make a list of the available resources as this will help to identify which
resources can be used as reference materials, extra documents records, etc.
After identifying the office records, you can now manage them.
Steps to follow on management of records;
i) Create a book of record categories and identify the major and minor
categories. Major categories should be displayed first.
ii) Create small sub-categories from the main categories, e.g. from bank
statement you can break it into;
 Saving account
 Credit account
iii) Coding: For example, assign a different color on each major category
iv) Label the records: when labeling the records move from major to minor.
v) Analyze the records alphabetically.
vi) Store the records in their respective place e.g. drawers, cabinets.
Importance of managing records
a) Easy retrieval of information
b) Helps in evaluation of the progress of an organization
c) Used as evidence in case of a dispute
d) Protect necessary records and disposes the useless records
e) Helps in easy decision making since it provides information when needed.
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1.2 Office records are stored as per the workplace policy
Records need to be kept in a place where they are safe from damage and can also be
accessed or retrieved easily. Some records contain very intimate information; hence
they should be placed in lockable areas (Palter, Nicheli, &Harju, 2017). Only
authorized person should be allowed to access office records for safety purposes. All
records should be kept in good order.
Office records can be stored in a closet, cabinets, drawers and computers.
Procedures for storing records

Steps for storing records;
i) Collect all the documents to be stored
ii) Determine whether the records will be kept in a centralized area or decentralized.
iii) Rank the records: this involves indexing/marking the records that will be stored.
This helps in easy accessibility and also saves time.
iv) Put the documents into their respective place e.g. cabinets, closets or documents.
When carrying them in the closets, bar code every closet with a unique barcode so that
the document can easily be traced (Peltier, 2016).
v) After the documents have been ranked, they can now be scanned for backup
purposes. It can be done through simple list of files depending on what a particular
program support. This process is known as archiving.
vi) After secure storage of the records, they can now be managed. This can be done
through an online system for future arranging in case some records reach their required
retention date.
vii) The final step is document retrieval. It is important for a company to be able to
access their own records. It can be done through instant documental retrieval services,
e.g. through scanning.
Importance of office records storage

 Creates space in the office
Storing all the records on-site much space in the office; to free the space, some records
can be archived in a Chester.
 For security purposes
Records kept in one place or one room is easy to secure, e.g. installing CCTVs in the
rooms where the documents have been stored.
 It helps in easy access of the documents since each record have been ranked. It
becomes easy to get the record needed without tampering with others.
 Save time when retrieving the documents
This is easy because indexing has been done for each document.
 Enhances employee efficiency because there is easy and fast access to the office
records.
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1.3 Access to office records is controlled as per the workplace policy
To control access to office records, there is need to apply security technique in that the
management to regulate who and what can access the office records. This helps to
minimize risks of unauthorized access either from outside or inside the office (Penn &
Pennix, 2017).
Types of access control;

i) Physical access
This involves restrictions to certain places for example, some buildings or some
rooms in an institution.
ii) Logic access
This involves restriction to some equipment or materials such as computer
networks.
An office can use various methods to perform the control access to office
records.
iii) Electronic access control systems
This is where the organization gives out electronic gadgets in order for you to
access the office records.
These gadgets include access card readers. The organization can also put up
alarms and lockdown in order to prevent unauthorized person from accessing
the office records.
iv) The organization can also set up passwords, pins, security tokens that will be
required for one to access the office records.
This control access identifies an individual, verifies and authorizes that the person is
allowed to access the office records.
Importance of control of office records

a) It reduces theft cases since only authorized persons are allowed to access the office
records.
b) In large institutions/organizations, it helps to identify strangers. It becomes easy to
know whether a person belongs to a specific office.
c) Provides security for confidential office records since only authorized person can
access the records, e.g. by use of access card readers.
d) Control access also helps to easily record entry and exit. For example, once an
employee scans their card, most machines recognize the details and the time the
person accessed the office records.
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Table 12: Sample of a school record
Name Sex Age Grade No of Math Eng Science Average

days Grade
absent
Mary F 9 4 2 61 88 72 B
Otieno
Geofrey M 10 4 4 82 60 81 B
Kimani
Lucy F 11 4 1 75 62 66 C
Andrew M 8 4 3 85 81 83 A
Conclusion
In summary, this learning outcome entails safeguarding office record in accordance
with the workplace policy. The learning outcome revealed that it is important to identify
the office record and store the office data while adhering to workplace policy. The
institution is therefore required to control the access of the office record by ensuring
that only authorized persons access the information.
Further Reading
1. https://www.faa.govt10stepsrecord
2. https://www.cleardatagroup.co.uk
3. http://advanceaccess
Written assessment
1. Which of the following office record can be found in a business institution?
a) Ward records.
b) Timetables.
c) Insurance document.
d) Examination results.
2. Which is the first step in identifying records?
a) Determine activities.
b) Identifying resources available.
c) Manage office records.
d) Identify qualified personnel.
3. The following are steps for managing records, which one is not?
a) Coding
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b) Creating major categories.
c) Arranging the records alphabetically.
d) Identifying qualified personnel.
4. One of the following is an importance of control access to the office
a) Helps in identifying strangers.
b) Controls theft.
c) Create space in the office.
d) Security for confidential records.
5. The following are resources needed in identifying office records, which one is not?
a) Computer
b) Access cards
c) Registers
d) Diaries
6. One of the following is a step for storing records, which one?
a) Identify resources needed
b) Determine activities
c) Indexing
d) Creating a book of records
7. Which one of the following is NOT a control security?
a) CCTV
b) Password
c) Computers
d) Access cards
8. Define the term office?
9. What is an office record?
10. Define the term file?
11. Define the term office security?
12. Give two types of access control?
Oral Assessment
1.Give the procedure for identifying office records
2.Highlight the steps to follow when storing records
1.Make a model of an office cabinet
2.Manage some office records
3.Store the managed office records
Project
1.Visit an office and list the office records stored.
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 Computers
 Stationery
 Diaries
 Visitors register
10.3.2.5 References
Palter R., Nicheli, M, & Harju, L. (2017).U.S patent No.9, 767,309. Washington DC.
U.S. patent and Trademark office
Peltier, T.R (2016), Information security policies, procedures and standards, guidelines
for effective information security management Auerbach publications,
Penn, I.A., & pennix, G.B (2017). Records management handbook. Rouledge
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10.3.3 Learning Outcome No 2: Safeguard office data and information
Learning Outcome No 2: Safeguard office data and information
2.1. Receive office information as per the workplace policy. Provide office
2.2. Classify Office information as per the workplace policy. information and
2.3. Control Access to information as per the workplace policy. demonstrate to
2.4. Store Office information as per the workplace policy. students how to
2.5. Maintain information confidentiality of data. store and maintain
2.6. Maintain information Integrity of data. the confidentiality of
2.7. Do confidential disposal of documents as per the SOPs. information per the
SOPs
10.3.3.2 Information Sheet No10/LO 2: Safeguard office data and information
Introduction
This part involves receiving and classifying information, access and store information,
maintains integrity and confidentiality of data, and disposal of confidential documents
as per the workplace policy. This learning outcome focuses on classifying, controlling,
storing, maintaining and disposing confidential office information.

Office Information: This remove information is collected together and it can be used
for reference or conducting analysis.
Confidentiality of Data: Safeguarding information from being accessed by

unauthorized people.
Disposal of document: Getting rid of some information e.g. by burning. Some can also
be stored in archives instead of destroying them completely.
2.1 Office information is received as per the information
Receiving office information as per the workplace policy office information involves
identifying the details of an office (Stansky-Heilkron, 2016). Office information is
carried out through information systems. Information system is divided into three
levels:
369
i) Operational management.
ii) Tactical management.
iii) Strategic management.
Procedure
i. Operational management level:
This level focuses on the daily activities carried out within the office e.g. nurses,
cashiers, secretaries among others.
In this category, People work within the guidelines given to them. They receive
information from the higher management e.g. their supervisors (Long, 2018).
ii. Tactical management level:
This level is controlled by the middle management that is composed of supervisors,
heads of department among others. These middle managers receive information from
the higher management and pass it to the employer in the operational management
system.
iii. Strategic management level:
This is the highest level of information management system. It is dominated by senior
people e.g. CEO, principal, general managers etc. The senior management makes
decisions that guide employees on the tactic and operation management levels.
Strategic level e.g. CEO

Tactic level
E.g. Supervisors.
Operational level
E.g. secretaries, cashiers
Figure 35: Levels of information system
2.2 Office information is classified as per the workplace policy

Classification of office information is the process of allowing particular group of people
or specific individuals to access certain details/features of an organization.
Importance of classifying office information

a) Helps in identifying sensitive information.
b) Protects confidential information.
c) Manage risk since there is limitation of access for the unauthorized person.
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d) Efficiency in work since each employee is subjected to the information they require.
Procedure
Classification of office information is carried out in 3 levels. They include:
i) Confidential level:
This is the lowest level of classifying office information. The office must protect
information because if it is released it can cause damage within the organizations,
institutions or the country at large.
ii) Secret information level:
Information at this stage can only be accessed by a certain group of persons, e.g. head
of departments or supervisors. This information can cause damage to the organization
if exposed to the public.
iii) Top secret:
It is the senior level of office information classification.
This information can only be accessed by the senior most within the organization e.g.
using specific codes, passwords, cards or pins.
2.3 Access to information is controlled as per the workplace policy
This involves granting permissions to specific persons to access office information.
This can be performed by use of passwords, pins, fingerprints, biometric scans etc.
Importance of control access to information

a) It minimizes risks of unauthorized people accessing office information.
b) Promotes efficiency in work.
c) Protects confidential information.
2.4 Office information is stored as per the workplace policy

The office information should be kept in a place where they are safe and in good order.
This helps to protect confidential information from being accessed to the public (Yu,
et.al, 2016).
Confidential information should be kept in places where they are more secure e.g. in
lockable places.
Importance of storing information

a) Storing information securely helps to protect confidential information.
b) Reduces risks of losing information.
c) Helps to dispose the office information.
d) Easy retrieval of information.
e) Promotes efficiency in work.
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2.5 Confidentiality of data and information is maintained
Maintaining confidentiality means protecting information from being accessed by
unauthorized persons.
Ways to maintain confidentiality of data

a) Enhance methods of control access e.g. passwords, pins.
b) In case of disposing sensitive information, use confidential waste bin.
c) Sensible information should be stored in lockable units.
d) Always use trusted services to deliver confidential information.
e) Acknowledge the employees on the confidential information. Make them
aware of what is sensitive and is not to avoid information leakages.
2.6 Integrity of data and information is maintained

Integrity of information is refers to producing high quality information and ensuring
that there is consistency in the entire-cycle.
In other words, making sure that the data is complete and of good quality.
Importance of data integrity
a) Ensures quality data is produced.
b) Safety in data from damage.
c) Ensure it can be easily retrieved even after long period of storage.
d) Promotes work efficiency.
e) Reliability of data.
f) Promotes competency.
2.7 Disposal of confidential documents is done as per the SOPs

This is getting rid of some confidential information e.g. through burning. Disposal can
also be done through archiving to ensure the document is not permanently disposed.
One can only dispose confidential information when given permission by the owner of
the information.
Confidential information includes; medical record, bank statements, birth certificates,
title deeds among others.
Procedure
When disposing confidential information, the following steps should be followed:
i) Collect the confidential information.
ii) Check them out whether they have completed their purpose.
iii) Seek permission from the owner of the information.
iv) Ensure you have confidential bins.
v) Place the confidential waste there.
vi) Do not leave confidential bins in exposure to the public.
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Conclusion
In summary, this learning outcome entailed classification, access control, storage,
integrity and disposal of office information and data. In this section, trainees are
equipped with skills and knowledge that enable them to safeguard office data as per the
work place policy.
Further Reading
1. http://www.derbyshire.gov.uk
2. http://www.ucl.ac.uk
3. http://fas.org
Written assessment
1) The following are levels of information system except one.
a) Tactical level.
b) Strategic level.
c) Top secret level.
d) Confidential level.
2) One of the following is an importance of classifying office information. Which one?

a) Increases risks.
b) Helps in identifying sensitive information.
c) No efficiency of work.
d) Exposes confidential information.
3) The following are ways of maintaining confidentiality. Which one is not?

a) Store information in lockable units.
b) Use trusted service for delivery.
c) Easy access of control methods.
d) Train employees about confidential information.
4) One of the following is not an importance of data integrity. Which one?

a) Reliability of data.
b) Competency.
c) Increases risks.
d) Promotes safety.
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5) The following are stages of classifying information. Which one is not?
a) Secret level.
b) Tactic level.
c) Confidential level.
d) Top secret level.
6) The following can be used as method of control access of information. Which one is
not?
a) PIN
b) CCTV.
c) Password
d) Telephone.
7) One of the following is a procedure for confidential disposal. Which one?

a) Competency.
b) Placing the sensitive waste in confidential bin.
c) Quality of data.
d) Exposing confidential data.
8) Which one is a benefit of controlling access to information?

a) Disposing sensitive information.
b) Increasing damages.
c) Promotes safety.
d) Discourages competency.
9. Define the term data integrity.

10. What is the meaning for disposal of information?
11. Define confidentiality of data.
12. Give two examples of control access methods.
13. Define the term office information.
Oral Assessment
1.Give the procedure for disposal of information.
2.Explain the three levels of information systems.
1. Gather confidential information and store.
2. Look for a sensitive bin and place sensitive waste.
Project
Visit an office and identify confidential information and how they are stored.
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 Computers
 Stationery
 Diaries
 Disposable bins.
 Cabinets.
10.3.3.5 References
Long, R.J. (2018). New office information technology: Human and managerial
implications. Rout ledge, 2018.
Stansky-Heilkron, P. (2016). U.S. patent application no. 14/460,209. Washington, DC
U.S patent and trademark office.
Yu, Y., AU, M.H Wteniese, G., Huang, X., Susilo, W., Dai, Y., & Min, G. (2016).
Identity based remote data integrity checking with perfect data privacy preserving for
cloud storage. IEEE transactions on information forensics and security, 12(4), 767-
778.
375
10.3.4 Learning Outcome No 3: Maintain confidentiality and integrity of data
and information

Learning Outcome No 3: Maintain confidentiality and integrity of data and
information

instructions
3.1 Integrity of data and information Place students in

3.2 Confidential data and information groups where they
3.3 Data and information ethical issues on confidentiality should discuss
and integrity confidentiality
3.4 Storage of office data and information and ethical issues
in various data
and information.
10.3.4.2 Information Sheet No. 10 /LO 3: Maintain confidentiality and integrity of

data and information
Introduction
This learning outcome focuses on integrity and confidentiality of data and information
in a workplace. This learning outcome also equips students with ethical issues
accompanying confidentiality and integrity of information, as well as ways of storing
the data.

Confidentiality of data: Safeguarding information from being accessed by
unauthorized people.
Data Integrity: producing information that is quality ensuring that the data is of good
quality and there is consistency in the entire cycle.
Ethical issues: These are instructions that employees or individuals in the office must
adhere to. They may be cultural ethics, legal ethics etc.
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3.1 Data and information integrity
Integrity of data is producing information that is quality, ensuring that the data is of
good quality and there is consistency in the entire cycle.
To ensure that there is information integrity, several steps ought to be followed.
Data and information integrity has several benefits to the organization.
The benefits include:
 Ensure quality data is produced.
 Promotes competency.
 Safety of data from damages.
 Ensures there is easy retrieval of information.
 Reliability of data.
 Promotes work efficiency.
Procedure
Steps to follow to promote data integrity:
i) At least all data storage system account for all equipment/tools that will be
required to conduct data integrity including electronic data storage.
ii) After testing, choose the appropriate storage. An appropriate storage should be in
a position to achieve the required purpose.
iii) At least whether the systems identified are subject to change control. That is in
case of auditing, the systems are easy to implement the changes and update the
information.
iv) Allocate qualified personnel attest the data storage systems since they have the
required skills.
v) Look for backup systems in case the data is lost, it can easily be restored e.g.
software.
vi) At least for accuracy. Data integrity is more of accuracy information provided
must be coming from the right location.
vii) Retrieve the data regularly by use of the backup systems chosen. Backup systems
should be properly secured.
3.2 Data and information confidentiality

Confidential data and information is information that is protected from being accessed
by unauthorized persons (Yu, et. al, 2016).
Confidentially data must be stored in secure places. In case there is sensitive waste,
then it should be disposed in confidential waste bins.
Ways of maintaining confidentially data and information

i) Enhance methods of control access e.g. passwords, pins.
ii) Use confidential waste bins to dispose sensitive waste information.
iii) Store confidential information in lockable units.
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iv) Always use trusted services to deliver confidential information.
v) Acknowledge the employees on the confidential information make them aware of what
is sensitive and what is not to avoid information leakages.
Importance of data confidentiality
a) Helps in building trust within the organization.
b) Secrets of the organization are kept.
c) There is low risk.
d) There is easy flow of information between the clients and employees.
e) Improves work efficiency.
Confidential information can only be disclosed in cases

Like:
 When a client is abused e.g. child abuse.
 In case the clients want to cause damage to them.
 In case there are legal actions taking place e.g. order from court.
To maintain maximum confidentiality of information, there is need for control access.
Only authorized persons can access information.
This can be enhanced by use of:
 Password.
 CCTVs
 Access cards.
 Fingerprints.
 Biometric scans.
Control access has its own benefits. These benefits include:
 It minimizes risks damages.
 Enhances security.
 Promotes work efficiency.
 Easy retrieval of information.
 Efficiency in work.
3.3 Ethical issues on confidentiality and integrity of data and information

Content
1.Ethical issues on confidentiality: ethical issues are instructions that personnel within
an organization must be adhered to. They can be:
a) Cultural ethics
b) Legal ethics.
c) Technological ethics.
378
Cultural ethical issues on confidentiality & integrity
A work place contains people composed of people who possess different cultures. The
management should address this issue and clarify to the employees that regardless of
their cultural beliefs they must adhere to the guidelines within the organization in order
to maintain confidentiality of data and information within the workplace (Stransky-
Heikion 2016).
For example, some persons have different views on gender issues depending on their
culture. Some people believe that only women can be placed in certain positions and
not men.
Others have different perception of religion. Such issues need to be addressed.
Technological ethical issues on confidentiality & integrity

Technology is one of the main ethic issues in conducting confidentiality and integrity
of information. With the current technology people can easily retrieve or access other
peoples confidential anywhere more so in the internet. It is the duty of the manager to
ensure that they enhance security on the equipment used to store sensitive information.
Such action includes no moving out with the workplace equipment e.g. laptops. Using
tight passwords for their internet e.g. only authorized persons can access their website.
Legal ethical issues on confidentiality and integrity

Managers in various workplaces must ensure confidential information kept there
adheres to the law no matter how confidential information as it might require to be
disclosed to law e.g. in case of an abuse, suicidal act among others (Long, 2018). It is
important for the manager to say this to the employees and also their clients in order for
them to stay aware.
1.4 Storage of office data in information

Office information should be kept in place where they are safe and in good order. This
helps to protect confidential information from being exposed to the public. Confidential
information should be kept in places where they are more secure e.g. in lockable units.
Importance of storing information

1.Reduces risks of losing information.
2.Promotes efficiency in work.
3.Easy retrieval of information.
4.Protects confidential information.
Conclusion
In summary, this learning outcome focused on integrity, confidentiality, ethical issues
and storage of data and information of data. This section equipped the trainees with
skills that can enable them maintain confidentiality and integrity of data and
information.
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Further Reading
1. http://www.ucl.ac.uk
2. http://www.asha.org
Written assessment
1. The following are benefits of control access. Which one is not?
a) Efficiency in work.
b) Enhance security.
c) Increases risks.
d) Easy retrieval of information.
2. The following are importance of storing information except one.

a) Easy retrieval.
b) Efficiency in work.
c) Exposes confidential information.
d) Reduces risks.
3. One of the following is a step in promoting data integrity. Which one?

a) Storing data.
b) Exposing information.
c) Allocating qualified personnel.
d) Promoting work efficiency.
4. The following can be used to method to control access of information, which is not?
a) Password.
b) PIN
c) Telephone.
d) CCTV.
5. The following are ethical issues on integrity. Which one is not?
a) Legal ethics.
b) Cultural ethics.
c) Quality ethics.
d) Technological ethics.
6. Define the term data integrity.
7. What is confidentiality of data?
8. Define the term ethical issues.
9. Give examples used to store information.
10. List 3 ethical issues on information and integrity
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Oral Assessment
1. Give the procedure for enhancing data integrity.
2. Explain technology ethical issue on confidentiality and integrity.
1. Make a cabinet and store for confidential information.
2. After storing the confidential information enhance the control access methods.
Project
Visit an office and observe various ethical issues and write a report.

 Computers
 Stationery
 Diaries
 Visitors register.
 Cabinets.
 Registers.
10.3.4.5 References
Long, R.J. (2018). New office information technology: human and managerial
implication. Bout ledge.
Stransky-Heikion, P. (2016) U.S. patent application no. 14/460/2019.
Yu, Y., AU, M.H Ateniese, G., Huang, X., Susilo, W., Dai, Y., & Min, G. (2016).
Identity based remote data integrity checking with perfect data privacy preserving for
cloud storage. IEEE transaction and information forensics and security.
381
10.3.5 Learning Outcome No 4: Control office access
Learning Outcome No 4: Control office access
Instructions
4.1 Identify office access risks as per the workplace policy. Group work:
4.2 Analyze office access risks are as per the workplace trainee should
policy discuss and
4.3 Identify Office access control measures are as per analyze office
security risk policy access risk, and
4.4 Implement office access control measures as per the ways of
workplace policy controlling access
to office
information.
10.3.5.2 Information Sheet No 10/LO 1: Control office access
Introduction
This learning outcome focuses on office risks. It focuses on how to identify risks,
analyze them, identify various control measures and implementing the measures.

Office Risks: Dangers that may arise within the office when carrying out office
activities.
Implementation of office measures: Putting into practice the measures that have been
identified in order to control possible risk.
Control measures: These are actions taken in order to reduce or terminate risks
detected in the work place.
4.5 Identifying office access risks as per workplace policy
Office risks are dangers that may arise within an office when carrying our activities.
They are measures that can cause damages in an office when delegated to a single user
in a department.
To help in efficiency of work, the manager can identify various access risks and then
put more control measures to them.
382
Access risks can be identified through various methods:
 Give a risk diary to the employees in the work place. They can highlight different
types of risks they encounter when accessing information or tools in a workplace.
 Conducting meetings within the workplace. By this, people are able to raise various
issues, risks that they encounter which can cause fraud within the workplace.
 Plan for workshops to train people on various types of access risks and then give
them some practical work. They will air out the various issues they encountered
when carrying out the practical.
Failure of identifying office access risks can have effects in the workplace (Labeodan,
Zeiler, Boxem & Zhao, 2015).
These failures include:

 It can lead to an increase in theft cases. When risks are not identified, individuals
may tend to misuse their position and steal documents, tools or equipment in
the workplace.
 Information can be leaked. Failure to identify risk is a major problem since that
management may find out that important information has been leaked out to the
public.
 No work efficiency due to increase in theft cases, leaked information among
others.
 It can also lead to loss of clients in the workplace. Clients need to be handled
with care. When they get to know that there risks in the workplace, they might
have trust issues with the office e.g. they might fear their confidential
information might be lost or even leaked.
 Lack of competency in work. When risks accumulate, employees won’t be in a
position to perform duties delegated to them.
4.6 Analyze office access risks as per the workplace policy.

After identifying the various risks within the workplace, access analysis can now be
conducted. Analysis help to know which access risks require immediate actions so that
they can be monitored. It will also help in addition to control measures in the workplace
to ensure there is efficiency and competency in the workplace.
Through analysis, different types of risks are identified:
1. Access risks that occur when only one person is delegated to perform one or
more actions alone.
2. Access risks that can occur due to nature.
Procedure
Office access analysis can be carried out in various steps:
i) Identify the risks: this can be done through various methods e.g. giving risks
registers, suggestion boxes, workplace meeting, and workshops among others.
383
ii) Decide what effects the risks have brought to the workplace e.g. loss of clients, lack
of competency, court orders e.g. after release of a person’s confidential information.
iii) Delegate people to carry out the analysis e.g. managers, CEO, principals etc.
iv) Identify the available control measures that can be put into action in order to
minimize or get away all the risks available.
v) Implement the control measures that have been identified. More measures can also
be added.
vi) Highlight down all the above steps in order to make it easy for giving out reports
on the findings.
vii) Carry out the procedure severally to make sure all risks have been monitored to
ensure workplace activities are appropriately carried out.
4.7 Identify office access control measures are as per security risk policy
Control measures are actions that can be taken in order to minimize or completely finish
office control measures (Kim &Kumar, 2012).
These actions can be performed through various ways:

i) Removal of equipment or even individuals in the areas where a risk have been
identified that eliminate completely.
ii) Substitute personnel’s/tools/equipment/ with more qualified individuals or more
appropriate materials.
iii) Maximum supervision can also be conducted to employees. This help to reduce
theft cases/ leaking information.
iv) Training individuals on risks, how to identify, and the effects those risks can cause
to an individual or organization at large.
v) Limit individuals from accessing office information or even equipment e.g. by use
of passwords, pins etc.
vi) Elimination of the cause of these risks is the best control measure.
4.8 Implementation of office access control measures as per the work place
policy
This means putting into action the measures that have been identified.
Implementation helps in knowing whether the available measures will be functional or
not (Pelteer, 2016).
Once they have identified, changes are expected within the workplace. Either the risks
will be completely eliminated or they will be minimal.
These can be performed:
i) Allowing specific individuals to access certain systems.
ii) Delegating qualified personnel to areas of their specialization.
iii) Improving security in the organization e.g. by use of strong passwords.
iv) In case of international risks individuals within that area he /she should be held
accountable.
384
Conclusion
In summary, this learning activity covers control of office access in general. This
involved identification, analysis, control measures and implementation of the control
measures to promote competency and efficiency within the workplace. Maintenance of
confidentiality and data integrity of data should conform to the accepted ethical issues.
Further Reading
http://help.theatremanager.com/book
http://help.sap.com/doc/saphelp_greaciol10.01en_us
Written assessment
1. The following are failures of access risks except one. Which one?
a) Minimal damages.
b) There will be competency.
c) Efficiency in work.
d) Loss of clients.
2. The following tools can be used to implement control measures. Which one is not?
a) Computers.
b) CCTV.
c) Diaries.
d) Un-lockable cabinets.
3. Which one is the method of identifying risk?

a) Elimination.
b) Substitution.
c) Giving risks diaries.
d) Supervision.
4. The following types of risks identified when conducting risks except one.
a) Risks occurring when one person is delegated.
b) Intentional risks.
c) Nature risks.
d) Control access risks.
5. The following are control measure. Which is not?
385
a) Supervision.
b) Elimination.
c) Training.
d) Identifying.
6. One of the following is the best control measure. Which one?

a) Training.
b) Limitation.
c) Substitution.
d) Elimination.
7. The following actions can be undertaking implementation of risks except one. Which
one?
a) Delegating qualified personnel.
b) Tight security e.g. passwords.
c) Individuals to be held accountable.
d) Exposing security systems.
8. Define the term office access.

9. Define the term risk.
10. Define implementation of risks.
11. What are control measures?
12. Define access risk.
Oral Assessment
1. Highlight various control measures.
2. Give methods of identifying access risks.
1. Carry out analysis and identify risks available.
2. Implement control measures on the identified risks.
Project
1. Visit an institution and identify possible risks.
2. Highlight the control measures implemented.

 Computers
 Stationery
 Diaries
386
10.3.5.5 References
Kim, K.D., & Kumar, P.R. (2012). Cyber physical systems if perspective at the
centennial proceeding of the IEEE, 100(special centennial issue), 1287: 1300.
Labeodan, T., Zeiler W., Boxem, G. & Zhao Y. (2015). Occupancy measurement in
commercial office building for demand driven control application: A survey and
detection system evaluation.
Pelteer, T.R. (2016). Information security policies procedures and standards.
‘Guidelines for effective information security management. Auerbach publications.
387
10.3.6 Learning Outcome No 5: Report security incidences
Learning Outcome No 5: Report security incidences
Instructions
1.1 Record security incidences per the workplace policy Provide sample of
1.2 Maintain security register as per the workplace security
procedure incidences records
1.3 Analyze security incidences as per the workplace policy per the workplace
1.4 Report Security incidences as per the work place policy policy.
1.5 Follow reported security incidences per the workplace
policy
10.3.6.2 Information Sheet No. 3/LO 1: Report security incidences
Introduction
This learning outcome focuses on recording security, analyzing, reporting and
following the reported security incidences. It also covers on maintaining security
register

Security: a guarantee that the workplace is free from danger or damage.
Workplace: it is a building or a room where organizational/institutional activities take

place.
Analyze security incidences: examining the security threats that have been identified
within the workplace.
Report security incidences: informing the management about the various protection
activities that have failed.
Security incidences: actions that indicate/shows that the workplace activities

protection has failed.
Security register: a form showing a list of addresses that is used as a control measure.
5.1 Security incidences are recorded as per the workplace policy
388
Security incidences are actions that indicate or show that workplace activities protection
has failed (Ahmad, Maynard & Shanks, 2015).
Examples of security incidences include:

i) Unauthorized access of information by someone who is not permitted.
ii) Use of workplace equipment for own pleasure.
iii) Use of wrong passwords/pins to access information.
iv) Exposing confidential/sensitive information to the public e.g. bank statement,
health records among others.
v) Careless disposal of sensitive waste.
Importance of recording security incidences
a) They help in investigation. In case there is an occurrence of a hard security
incidences recorded, it make easy for investigation.
b) It makes it easy to know which security incidences are severally repeated.
c) Recording security incidences makes it easy to identify the causes of these
incidences.
d) Recording helps to know which measures can be taken in order to minimize
these risks. Security incidences are mostly recorded in the safety learning systems.
Procedure
How to record security incidences:
i) Identify a safety learning system.
ii) Open the safety learning system.
iii) Identify the security incidence.
iv) Identify the time and location that the incidence occurred.
v) Give a brief description of the occurrence of the incidence.
vi) Put the above information in the safety learning system.
5.2 Security register is maintained as per the workplace procedures

A security register is a form showing a record of securities in a registered form. It
contains details or information of every individual considered as a security holder.
389
Importance of maintaining security register
a) Reduces leakage of information since only authorized people can access the
security register.
b) It becomes easy to track or retrieve information. Security register helps to know
who accessed information or maybe handled institution last and also helps to
identify who is responsible for what. It promotes efficiency at workplace. A
security registers shows which person is delegated to which activity and every
person must be delegated to their area of specialization hence promoting
efficiency (McilWraith, 2016).
c) Helps to easily identify security incidence since any person accessing
information or handling workplace equipment must record on the security
register.
d) It can be used as a reference in case of occurrence of security incidences.
e) Promotes competency in the workplace. Individuals perform their duties
appropriately because they know in case of an occurrence of a security
incidence they will be held accountable.
5.3 Security incidences are analyzed as per the workplace policy

Analyzing security incidences means examining the action that has been identified
within the workplace.
It focuses on:
 What has happened?
 Why it happened.
 Who performed the incidence?
 Where it happened.
 What can be done to solve it?
Importance of security incidence analysis

a) The management gets ready for security incidence that can be expected.
b) Helps the workplace managers to look for possible control measures to minimize
the security incidences.
c) Helps in evaluation of performance of activities carried out in the workplace.
d) Helps in identifying the strength and weakness of the workplace.
Procedure
How to respond to security incidences after analysis:
a) Identify the different procedures that will be carried out to solve the incidences.
b) Prepare on how to respond on the various incidences. Every incidence requires a
different approach from the other depending on its occurrence and its causes.
c) Identify different persons responsible for the activities that require security
incidence response.
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d) Give them the control measures that they should undertake to minimize occurrence
of this security incidences.
e) Give the instructions e.g. in case of another occurrence how do they handle that and
in case of repeating the same incidents tell them they will be held accountable.
5.4 Security incidences are reported as per the work place

Reporting security incidence is the process of informing the management about the
various protection activities that have failed.
Workplace should provide places where employees can report security incidences.
They can also offer contacts that can be called in case of occurrence of risks.
Some incidences require immediate feedback since they are crucial
Other incidences that are not emergencies might at least wait for some time.
Importance of reporting security incidences

a) It helps to minimize the security incidences.
b) Helps to identify risks that can be caused by the incidences.
c) Promotes work efficiency.
d) Improves confidentiality of the workplace by improving security.
e) Helps to identify strengths and weaknesses of the workplace.
5.5 Reported security incidences are followed up as per the workplace policy
After recording, analyzing and reporting security incidences, it is important for the
managers to follow up the reported security. This helps to promote confidence between
the client, employees and management since they know the incidents will be followed
up and appropriate measures will be taken (Rahman & Choo, 2015).
Importance of following reported securities

a) Managers are able to identify strength and weaknesses of the workplace.
b) Build confidence within the workplace.
c) Makes it easy to enhance maximum security on these incidences.
d) Managers are able to conduct changes that lead to productivity within the
workplace.
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Figure 36: Image of a CCTV
Conclusion
In summary, this learning outcome generally covers issues related to security
incidences, how they are recorded, analyzed, reported and followed, as well as how to
maintain security registers. Security incidences are common in work places they should
at all times be reported when they occur
Further Reading
https://docs.servicenow.com
Written assessment
1. The following is a definition of analysis security incidence. Which one?
a) A place where work place activities take place.
b) A guarantee that work place is safe.
c) Examining the security threats in the workplace.
d) Actions that show workplace activities have failed.
2. One of the following is an importance of recording security incidences. Which one?
a) Identifying security incidences.
b) Careless disposal of sensitive waste.
c) Loss of office equipment.
d) Helps in investigation.
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3. One of the following is not an example of security incidence. Which one?
a) Use of wrong password.
b) Careless of confidential disposal.
c) Personal use of workplace equipment.
d) Cabinet security box.
4. One of the following is an importance of maintaining security register.

a) Encourages personal use of workplace equipment.
b) Exposes confidential information.
c) Reduces leakages of information.
d) Inefficiency in workplace.
5. The following are procedures of responding to security incidences. Which one?
a) Give them control measures.
b) Give instructions.
c) Preparation on how to respond.
d) Exposes information to the public.
6. Define the word security.

7. What is security incidence?
8. Define the term workplace.
9. What is a security register?
Oral Assessment
1. Give the procedure for recording security control measures.
2. Give a brief description on analyzing security incidences.
1. Record a list of security incidences within the school.
2. Give a report on effects caused by the security incidence in the school.

 Computers
 Stationery
 Diaries
10.3.6.5 References
Ahmad, A., Maynard, S.B., & Shanks, G. (2015), a case analysis of information system
and security incident responses International journal of information management,
35(6), 717: 723.
393
McilWraith, A. (2006). Information Security And Employee Behaviour: How to
Reduce Risk Through Employee Education, Training And Awareness. Vermont: Gower
Publishing Company.
Rahman, N., & Choo, K. (2015). A survey of information security incident handling in
the cloud. Compuyter and Security, Vol 49, 45-69.
394
CHAPTER 11: TELEPHONE CALLS MANAGEMENT/MANAGE
TELEPHONE CALLS
11.1 Introduction
Management of telephone calls is an essential competency unit in TVET level 6
qualifications for office administration. The unit covers the competencies needed to
manage telephone calls which include managing telephone income calls, making
telephone calls, maintaining telephone equipment, registering calls and recording
messages. The significance underpinning this unit is that it acquaints and equips
individuals with skills for effective handling of telephones calls at work place.
The critical aspect of competency covered in this unit includes, managing income calls,
identifying and maintaining equipment for telephone calls, establishing and
maintaining call register, establishing writing materials, recording messages and caller
details in the register and making follow up for feedback. The unit requires the
following basic resources Telephone, Switchboard, Computers, Stationery, Diaries, and
Visitors register. The unit of competency covers five learning outcomes. Each of the
learning outcomes provides; learning activities that covers performance criteria
statements, thus creating an opportunity for trainees to demonstrate knowledge and
skills in the occupational standards and content in curriculum. Information sheet
provides; definition of key terms, content and illustration to guide in training. The
competency may be assessed through written test, demonstration, practical assignment,
interview/oral questioning and case study. Self-assessment is provided at the end of
each learning outcome. Holistic assessment with other units relevant to the industry
sector workplace and job role is recommended.

Manage income calls, record telephone messages, make telephone calls, maintain
telephone equipment and maintain call register in accordance to workplace procedures,
manufacturer’s guidelines and specifications.

a) Manage incoming calls
b) Record telephone messages
c) Make telephone calls
d) Maintain telephone equipment
e) Maintain calls register
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11.3.2 Learning outcome No. 1: Manage Incoming Calls
Learning Outcome No. 1: Manage Income Calls
Instructions
1.1 Identify Telephone calls equipment (handset, Provide telephone

switchboard, call equipment
wireless, landline, radio call) as per the workplace and writing
requirements materials.
1.2 Establish Writing materials as per the workplace Students should
procedure demonstrate how
1.3 Answer Incoming call as per the office policy they respond to
1.4 Assess and act upon Incoming call and as per the subject incoming call
1.5 Control Incoming calls as per the workplace policy
11.3.2.2 Information Sheet No. 11/ LO 1: Manage incoming calls
Introduction
This learning outcome provides detailed information regarding managing incoming
calls as per office policies and the manufacturer’s specifications and guidelines in the
context of an organization. Managing calls deals with how you respond to clients in
different kind of scenarios. The telephone etiquettes that need to be observed and give
illustrations/examples of telephone responses that can be used.

Telephone: It is an electrical system of communication that you use to talk directly to
someone else in a different place.
Switchboard: It is an installation for the manual control of telephone connection in an

office, hotel or other large organization.
Call: In more specifics it is called a telephone /phone call. It is connection over a

telephone network that enables contact between the calling party and the receiver.
1.1 Telephone calls equipment (handset, switchboard, wireless, landline, radio
call) are identified as per the workplace requirements.
Let’s see what these equipment are;
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a) Handset: is essentially any part of the phone that is held in one hand and has parts
for listening and talking into i.e. the transmitter and receiver.
b) A switchboard: it is an apparatus (a telephone exchange) consisting of a panel and
on which are innovated on electric switches arranged that a number of circuits may be
corrected, combined and controlled (Wallwork, 2014).
The reason for switchboard is that the caller can be directly transformed to the
appropriate person in an office set up, organization, hospital, hotels etc.
c) Wireless: it refers to cordless telephone that communicates by radio waves and
cable/wire.
Wireless telephone may refer to;
 Cordless telephone
 Mobile phone
d) A landline is a telephone transmits signals converted from audio data through
physical media such as a wire or fibre optic cable rather than wireless transmission.
They include cordless telephone and mobile phone.
e) Radio call: communication based on network of transmitter whereby the
communication is normally two ways and switches frequencies as it passes from one
cell to another.
This frequency of network normally uses electromagnetic waves.
The above are telephone equipment and all are essential element to ensure that a
conversation or call takes place.
1.2 Writing materials are established as per the workplace procedural
In most organizations, there is a given procedure to handle incoming calls. Personnels
are provided with the following written materials to enable them to be able to execute
couple the duties assigned to them.
i) Call register: This is a book which is provided to the staff especially receptionist/
switchboard operators to capture important aspects of a telephone conversation.
They normally could be printed to the specification of how organization wants it, then
complied into a booklet or just bought from a stationery shop/store.
Table 13: Illustrations of a call register
Names of Phone Date Time Length Purpose Follow: Representative

person/ number of call of call up in charge /staff
company needed
called
ii) Writing pads: Writing pads/ notebooks can be used to capture details of incoming
calls. It is especially because one is able to recall back information.
iii) Pens: Naturally pens are required to write down the information that you get on
telephone conversation.
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iv) Message slips papers: These are small slip of papers that one can capture a quick
message from an incoming call to be submitted to the required person.
1.3 Incoming call is answered as per the office policy

Calls should be answered promptly in an appropriate manner in accordance with the
office policy.
Mostly in many organizations the procedure of receiving an incoming call is;
i) State name of the company
ii) Say ‘good morning/afternoon/evening’
iii) Ask how you can be of help
Below are examples of some responses
i) Good afternoon. Kim :FAY Industries
ii) KIM-FAY Industries may I help you
iii) Good afternoon. Nicholas Doggerels office. Elaine speaking.
Answer enquires from callers promptly or transfer caller to the appropriate person/
location. If not in the position to pick the call mostly companies train staff / employees
on how to respond to incoming calls.
At all times, callers must be spoken to in a friendly tone. Remembering to “put a smile
in your voice”
Protocols are put for different kind of situations and possible replies for this.
Key to answering enquiries a query is to be genuinely and possible replies for this.
 Get to know the name of the caller, where the caller is calling from and the
purpose of the calling.
 Ensure you focus on the call and do not get distracted.
 Get to understand the callers’ problem and respond appropriately.
 Ask question to obtain more information, if you still have not understood well
so that you can be able to listen to what the caller has to say, that she does not
feel pressure and thus get a bad impression.
 Asking the customer level of satisfaction so as to ensure you have provided best
assistance to the customer.
 Afterwards thank the customer.
1.4 Incoming call is assessed and acted upon as per the conclusion subjects.
In normal occasions the switchboard operator can be able to give advice about basic
information about the company or provide assistance to issues enquiries that are
considered to be knowledgeable to all (Dudek, Schrock & Ullman, 2007).
E.g. in case of an enquiry about location of the company. However, there are some
instances that the issue the caller has maybe, beyond his/her level of expertise thus
requiring him/her to transfer the call to the relevant person.
For control and efficiency in telephone management the switchboard dialer has a speed
dial of categories to transfer calls which maximizes on efficiency.
Secretaries or personal assistances as opposed to direct transfers to the person requested
if it is the director or senior management.
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i) Switch-board operators are given various protocols to handle situation like
wrong numbers and disturbing client and even as well as never ending
conversationalist customers.
ii) For efficiency switchboard controls have to equip themselves with easy phrases
to use as part of guidelines in the telephone handling procedure. Why? This
enables easy and quick response. They are also advised to use phrases that show
action to be immediate e.g. use of will and just. E.g.
a) ‘I’ll put you through’
b) ‘I’ll try and connect you’
c) ‘I’ll just see if I can find someone to connect you’
iii) For efficiency again the telephone handlers are trained to be proactive and
helpful so that they can ensure proper service delivery.
iv) By proactive they are supposed to think in advance what the caller might need
and provide them with such information before they ask for it.
v) Control measure that is taken as last is when there is a barrier of communication
between the receiver and caller. What to do if maybe connectivity between the
parties involved is bad.
a) This will cause difficulty in understanding what is being said by the caller.
b) Actions to be taken would be;
 Request the caller to either email you. Learn on how to provide
information like email over the phone.
 Inform the client of the difficulty of understanding his/ her query. Take
note of the number you may leave a message to call back or call back
yourself.
Transferring Calls
A standard procedure when transferring calls is;
1. Apologizing for the need to transfer calls if unable to assist then transfer.
2. If the caller has requested to speak to another person then there is no need to
apologize. Though you need to know the caller’s name. Company (if applicable) from
where she /his is calling from and reason.
3. When you want to transfer a call to someone who may be able to assist them. Kindly
tell them who you are transferring to.
4. It is good protocol to monitor the call transferred if the call is not answered you must
go back to the caller to apologize and make arrangement for the person to phone the
caller back.
a) Example of phrases used transferring calls.
b) “Please hold, I’ll try to put you through,”
c) “I will try to connect you. I will just put you on hold while I try to put you
through,”
5. If a person that you are transferring to be on another call.
a) Actually, the personnel manager Kituku Kilonzo is now in another call will
just put you through. Sorry but Mr. Kilonzo is not available
b) Could you call back at 11:30?
c) Can I ask her/him to call you back?
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d) Would you like to leave a message?
1.6 Incoming calls are controlled as per the workplace policy

i) There are various protocols that are followed as control measures for incoming
calls.
ii) First we discuss on specialized calls: There are calls that are specialized
iii) Director or senior management: These are calls after screening have to be
transferred to.
iv) Finally the customer should be informed to call back if they feel that there issue
has not been responded effectively.
Summary of the steps involved in managing incoming calls
i) State the name of your company, say ‘good morning’, and ask how you can be of
help.
ii) Before transferring a call, find out the name of the caller. Name of the person the
caller wants to speak to, the reason the caller is calling.
iii) If the person requested by the caller is not available then it is advisable to tell
the caller when the person will be available and when the said person will be
available, if you could take a message or how to contact the person via email if
it is work related.
iv) Choose the right level of formality
v) For better service choose the easier phrases to say. Do not complicate issues.
vi) Use will to say what you are going to do next and the perfect to say what you
have done.
vii) Be proactive helpful and friendly.
viii) If you are having difficulty understanding ask caller to call back later or if there
is miscommunication transfer the call to an appropriate person who may be able
to assist or ask him/her to send email.
ix) Get to find out if the customer is satisfied. Also advise the customer to call back
if the solution provided has not been effective.
Conclusion
Management of incoming calls is the area of interest in this learning outcome. The
learning outcome explored telephone equipment, writing materials, and answering of
calls as stipulated in the office policy and workplace requirements.
Further Reading
1. Great customer service on telephone by Kristin Anderson.TM Communicate on

the telephone.
2. Telephone Etiquettes and customer service training by BV powerful Telephone
Skills: A quick and Handy guide for any manager by career press 2005.
400
Written Assessment
1. Which of the following is a part of telephone etiquette?
a) All of these
b) Take the call without disruption.
c) Never chew gum, eat or drink while you are on call
d) Always have something available to write.
2. Which of the following is the right way to managing an incoming call when receiving
it?
a) Use the caller name.
b) Be cheerful when answering the calls
c) Speak clearly with controlled volumes
3. What action do you take if the person you are transferring the call is unavailable?
a) Let the phone ring and when not picked disconnect.
b) Let the customer know the person he/she is unavailable then disconnect.
c) Apologize and let the customer that the person he/she is calling is not
available. He/she may call later or leave a message or notify him/her that
you will request the person he/she wanted to speak to calls back.
1. You are a receptionist at JR Electricals. You have several incoming calls in
regards to the new shipment of products that have been distributed to your
outlets in regards to products being faulty.
2. Explain how you would handle the situation since the in-flow is too much at the
current moment.

 Telephone
 Switchboard
 Computers
 Stationery
 Diaries
11.3.2.5 Reference
Adrian Wallwork, AW, 2014 Telephone and helpdesk skills ASEAN Group,
communicate on the telephone.
401
Dudek, C. L., Schrock, S. D., & Ullman, B. R. (2007). License Plate and Telephone
Numbers in Changeable Message Sign Amber Alert Messages. Transportation
Research Record: Journal of the Transportation Research Board, 2012(1), 64-71.
Wallwork, A. (2014). Improving your Telephone Manner. Telephone and Helpdesk
Skills, 61-66.
402
11.3.3 Learning outcome No 2. Record telephone messages
Learning Outcome No 2: Record telephone messages
Instructions
2.1 Establish Call register as per the workplace procedure Students develop
2.2 Identify Caller’s name and the organization as per and present a call
details register indicating
2.3 Establish Call subject as per the organization practices details such as
2.4 Avail Call options (call back, call later, or leave a caller’s name,
message) as organization,
per the officer’s availability subject and call
2.5 Confirm Caller details as per the workplace policy options.
11.3.3.2 Information Sheet No 11/LO 2: Record telephone messages
Introduction
This section provides detailed information regarding recording telephone
messages as per office policies and the manufacturer’s specifications and
guidelines in the context of an organization. At times we find that companies have
records of message system and procedures put in place. Some of the reasons that we
may have to take messages is because the caller wishes to speak to a person who may
be unavailable or just want to quickly provide basic information without having to wait
be connected to a certain person.

Message: a verbal or written or recorded communication sent to or left for a recipient
who cannot be contacted directly.
Record: It is a set down in writing or some other permanent form for later reference.
Register: It is a book or record template that is aimed for communication purpose in

accordance to the context of the institution or organization purpose.
2.1 Call register is established as per the workplace procedure.
First when we record a telephone message?
If the caller asks to leave a message or it becomes obvious a message needs to be taken,
high level of customer service has to be provided.
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 Call register is significant as it is able to capture the necessary important details of
a call.
Let us start by highlighting the steps should be taken when taking a message.
i) Use the designated telephone message from adopted by the workplace to be able to
capture the information that the caller gives you.
ii) The message must be meaningful and comprehensive, this means that the message
should be easy to read, to interpret and act on it.
iii) Ensure you get the details of the message very clearly. Double check them. Special
attention should be paid to the value, addresses and towns. The receiver may request
the caller to spell out the data or information he/she does not understand.
iv) Repeat the message back to the caller so that they can be able to confirm it and
allow them to provide extra information or details (or even change the details they
have already provided) make the necessary adjustment are required.
v) Thank the caller for their call, for leaving a message, or for calling back.
vi) Once all this is done, then one has to relay the necessary party.
2.2 Caller’s name and the organization are identified as per details.
The caller’s name and the organizations are part of the details.
Caller may call on individualistic terms or on behalf of the organization.
Why do we identify the caller’s name, the organization?
By identifying the caller name you are able to address the matter in a more formal
manner.
It is polite and the first steps in communication as you know how to address the caller
(Dudek, Schrock & Ullman, 2007).
If the call is not individualistic in nature and rather on behalf of an organization then
the receiver has to ensure to get the full information that is;
 Name of the person calling
 From which organization department (if necessary)
 What is the purpose of the call
These first two actions of knowing the name of the caller and organization will be able
to give the identity to which the message is to be addressed to.
2.3 Call subject is established as per the organization practices.
In most organizations call are subjected and divided according to the various scenarios
of issues of enquiries are able to assist the caller to get specialized assistance.
This also enables the caller from having a long process of call transfer.
However, if calls are directed to the switchboard operator and the general queries are
not highlighted as to the receiver and place his/her query (Wallwork, 2014).
Call subjects are different in every organization depending on areas of specializations.
Subject may differ from;
 Customer complaint.
 Caller wanting to make general inquiry e.g. information about the company.
 Caller wanting to make an order it may also be a reservation etc.
 A supplier making follow up for payments.
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All this enables the receiver know how to address it, who is the right person and most
especially how to record or register it as it form an important database for the company.
2.4 Call options (call back, call later, or leave a message) are availed as per the
officer’s availability.
Call options (call back, call later or leave a message) are availed as per the officer’s
availability
 In this chapter section we will discuss as to what happens when the person
requested for in not available to speak to the caller.
 First action would be to apologies to the caller, then communicate what the
person is doing and when the person will be available.
Example
‘I am afraid than Janet is in a meeting at the moment. It should end at 11:30
am.’
Or
‘I am sorry, she is not in the office today, but she should be in tomorrow.’
 After this action, give the caller a choice or option.
i) Call later
You can request the caller to call back later so as to be able to get the person
he/she was trying to get in touch e.g. could you call back at 11:30?
ii) Call back
You can also take another option and advice the caller that the person he/she
seeks to speak to is not available but you shall ask him/her to call back.
E.g. shall I ask her to call you back?
iii) Leave a message
You can also ask a caller if he/she would like to leave a message because the
person he/she is seeking is not available.
E.g. would you like to leave a message?
2.5 Caller details are confirmed as per the workplace policy

There is normally a systematic procedure that is followed when getting caller details.
The key details to be noted when taking messages.
i) Making sure you get the name of the person the organization and contact number.
ii) Ask the caller the specific time they feel best to either get a call back or call later.
iii) Repeat the information given as well as the details.
iv) Ask the caller if they would like to leave a specific message.
v) Assure the caller that you will deliver the message.
vi) Make the message with time and date of the call and sign or initial the message.
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Conclusion
The expectation under this learning outcome equipped an individual with skills of
storing messages as defined by the organizational practices. The person is required to
record the details of the callers such as name and organization and confirms the details
in accordance with the workplace policy.
Further Reading
Telephone skills Training by BSM Consulting TM Communicate on the telephone.
Written assessment
1. Which of the following is not necessary information when receiving and taking
record of a telephone call message.
a) Name of the caller.
b) Organization the caller is calling from.
c) Person the caller wants to speak to.
d) Purpose of the call.
2. Which of the following is a necessary item for recording message?
a) Computer
b) Notebook
c) Call register
d) Pen
e) White board
3. What is the importance of recording the message?
a) It provides company information that can enable to know how their progress
is going in terms of sales, complaint level.
b) Help the company avoid litigation in case of any requirement to provide
evidence in case of issues.
c) Provide information that can be referred to when they want to make
improvement on the services and products.
d) All of the above
4. What are the important details to consider taking an incoming call and recording the
message?
5. State the various actions that come into play when the person the caller wants to
speak to is unavailable?
Oral Assessment
406
1. Briefly state the important information to note when receiving or taking a call.
2. How long should telephone recordings be kept?
1. Miss. Wanda makes a call at C&J Enterprise. The receptionist Ms. Wanda picks
the call. Miss. Wanda request to speak to Mr. Kimani who is currently in a
meeting. Write brief sentences of what could have been the conversation
putting into consideration telephone etiquette in the office.
2. Ms. Kimani has called, she is very angry because the product that was supplied
is faulty and has been trying to get assistance from us ABC Ltd but to no avail.
Using verbal explanation; discuss on the possible ways to handle the client.

 Telephone
 Switchboard
 Computers
 Stationery
 Diaries
11.3.3.5 Reference
Adrian Wallwork, AW2014 Telephone and helpdesk skills Telephone Etiquette and
customer service by BYU: Idaho Employees.
Dudek, C. L., Schrock, S. D., & Ullman, B. R. (2012). License Plate and Telephone
Numbers in Changeable Message Sign Amber Alert Messages. Transportation
Research Record: Journal of the Transportation Research Board, Vol 1, 64-71.
Skills, 61-66.
.
407
11.3.4 Learning outcome No 3. Make telephone calls

Learning Outcome No 3: Make telephone calls
Instructions
3.1 Identify telephone calls equipment as per the workplace. Provide details of
requirements (handset, switchboard, wireless, landline, establishing
Radio writing materials
call). and call making
3.2 Establish writing materials based on the workplace per the workplace
procedures. policy
3.3 make Call as per the workplace policy.
11.3.4.2 Information Sheet No 11/LO 3: Make telephone calls
Introduction
This learning outcome provides detailed information regarding making telephone calls
as per office policies and the manufacturer’s specifications and guidelines in the context
of an organization.

Internal calls: An internal call can be described as a call made between two extensions
within the same organization without the need to go through an outside circuit.
External calls: An external call on the other hand is a call made between two
extensions/persons that are not within the same organization.
Telephone calls: This can be described as a connection (voice connection) over a

telephone network between a called partly and a calling party.
NB/ It may be important to note that internal call dials tend to be shorter than external
call dials.
5.1 Telephone calls equipment
Telephone equipment can be grossly defined as devices (electronic devices) which are
used by individual’s organization to make a telephone call (Caralis, 2010).
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As stated earlier, although early telephone device were semi: mechanical, i.e. largely
mechanical with trace electrical components, modern day telephone equipment are
largely electronic this is with advent and continuous improvement of computer
technology over the years (Wallwork, 2014).
Some of the known equipment in most work place is;
i) Fax
A fax is an electronic device that sends or receives printed matter or computer
image. Some companies allow their customers to fill out forms or write letters
requesting service and then fax to form or letter to the help desk. Occasionally a
helpdesk may ask a customer to fax information in order to facilitate further analysis
of a problem or error.
ii) Automatic call distributor
An ACD answers a call and routes it to the next available analyst, if all analyst are
busy then the ACD places a call in a queue and plays a recorded message such as;
“We’re sorry all of our services are currently assisting other customers; your call
will be answered in the order it has been received”.
iii) Voice response unit(VRU)
A VRU integrates with another technology such as database or a network
management system to obtain information or to perform function, it obtains
information by having their caller use the keys on their Smartphone or in the care
where voice recognition is available speaks their input into the telephone.
iv) Fixed telephone adviser
They can generally be described as non: portable device that connect to other
phones or to a telephone exchange through a network of conducive cables although
in recent times there are being replaced by optical fiber networks.
v) Landlines/ private branch exchange
There are small telephone exchanges that are installed in the offices of a company,
their basic functions being call transfer among extensions, caller ID, Conference
calls, call awaiting and voice mail among others according to the needs of the
company.
Although original/ early landlines were analogue, present day landlines are virtually
digital.
vi) Voice over internet protocol
There are devices that convert voice into packet data that if then transmitted through
the internet as opposed to the circuit switch telephones e.g. landlines.
A big advantage of voice over internet protocol in that there are no costs beyond
the cost of your internet access.
vii) Personal digit assistants
Although largely replaced by the more capable Smartphone. PDAV is a variety
mobile device that combines computing fax, internet and networking features as
parts of it collective functions.
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viii) Smartphone;
A Smartphone is a much more advanced PDAs as it has more features such as MP4,
Radio, television among others, their being coupled with the fact that has superior
processing and storage capacities.
The main functions of a Smartphone provided are
 Internet
 Email
 File transmission
 Video conferences
 Digital camera
 Audio and video quality play
 GPs
Other types of telephone equipment are
 Switchboard; this is a telecommunication system used in the interconnect
circuits of telephones to establish telephones calls between other exchanges.
 Radio call phone; Are communication devices that transmits speech are radio
electromagnetic waves, although their type of communication is rarely
interconnected with the public telephone network.
5.2 Writing materials on the workplace
Writing materials in the regard of office work refers to paper based or income cover
digital types of materials.
Some of the better known are office pens, notepads, digital note books, diaries among
other materials.
 Note pad
This is a book or binder of pages used for the purposes of recording notes or important
messages.
 Memo pad
This is a block with tear of pages for writing reminder notes for company schedules.
 Stationery pad
This is a binder of pages fixed on a hard wooden board whose pages may or may not
be ruled, its purpose is for recording notes, messages or negation points.
 Desk pad
This is hard cover book, it similar to that stationery pads.
 Digital notebook
There are note books which are electronic in nature that is do not have paper component
instead is composed of electronic screen and stylus/pen.
 Office pens
Tool used for writing on paper materials.
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5.3 Make telephone calls
Answering a telephone call in a professional and effective manner does not come
naturally to most people and the same applies to making an outgoing call. Some of the
basic procedures followed when making an outgoing call are;
1. Prepare in advance before making a call.
This involves;
 Establishing the purpose of the call
 Determining who you need to speak to.
 Details on the important points of a discussion.
2. Obtaining correct telephone numbers
Obtaining the correct telephone number is imperative as it prevents;
 Wastage of time
 Cost unnecessary monetary expenditure.
 Bad public relations
When making the call; internal, the caller must;

1. Communicate clearly your name, company and reason for calling
Given that communication is a two-way process then a person can only help you best
if you clearly let them know why you’re long.
2. Be polite and courteous at all times as is observed in basic etiquette.
NB/ the importance of establishing clearly the reason for calling is so as to.
 Avoid confusion between parties.
 Present wastage of time
 Prevent loss of business
 Achieving intended purpose of the call.
Unethical conduct
Never use the workplace telephone for making private calls i.e., it is never acceptable
to use work phone to make private calls as it cost the employer both time and money.
Conclusion
Making of telephone calls adhered to workplace procedures and policies. Employees
are required to maintain high standards professionalism when making and receiving
calls. They should also ensure writing materials are used appropriately in line with
workplace policy.
Further Reading
1. https://www.google.com/url?sa=t&
2. https://info.umkc.edu/hr/wp
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Written assessment
1. Which of the three are not connected to the public telephone network?
a) Smartphone
b) Radio phones
c) Switchboards
2. Of the two which is a more advanced communication device?
a) Personal digital assistant
b) Smartphone’s
3. Which of the following is not telephone equipment?
a) PDA
b) Digital notebook
c) Voice over internet protocol
d) PBX private Branch Exchange Telephone
6. What is the unethical conduct of making calls?
7. Differentiate an internal call and external call.
8. What is the advantage of Vol?
After the end of the lesson learners should be able to answer orally using examples of
an office organization to know before making a call.
 Telephone
 Switchboard
 Computers
 Stationery
 Diaries
 Visitors registers
11.3.4.5 References
Caralis, P. (2010). Teaching residents to communicate: The use of a telephone triage

system in an academic ambulatory clinic. Patient Education and Counseling, 80(3),
351-353.
ASEAN GROUP. (2012). Communicate on the Telephone. Retrieved from ASEAN
GROUP: https://www.google.com/url?sa=t& source=web&rct=J&URL
Skills, 61-66.
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11.3.5 Learning outcome No 4. Maintain telephone equipment
Learning Outcome No 4: Maintain telephone equipment
Instructions
4.1. Avail telephone equipment manuals as per user needs. Provide telephone
4.2. Identify telephone equipment malfunction based on the equipment
performance Do telephone equipment positioning in manuals and
line with the manufacturers’ guidelines. discuss
4.3. Clean telephone equipment as per cleaning methods and information such
Manufacturer’s specifications. as malfunction,
4.4. Report Malfunctioning as per the workplace procedures. manufacturer’s
guidelines and
cleaning method
etc.
11.3.5.2 Information Sheet No. 11/LO 4: Maintain telephone equipment.
Introduction
This learning outcome provides detailed information regarding maintenance of

telephone equipment as per office policies and the manufacturer’s specification and
guidelines in the content of an organization.

Telephone: A device used for as means of communication.
Telephone equipment: Components of a phone e.g. Earphones, charger, lines e.t.c
Telephone positioning: It refers to a telephone that is specifically used for the office.
4.1 Telephone equipment manuals are availed as per user needs

Telephone equipment refers to the components of a phone e.g. earphones, charger, lines
etc (Jain, Good & Narayan, 2018).
For easy use of a telephone a manual should be provided.

A manual is a piece of paper providing information about telephone equipment on how
it’s used.
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Importance of Manuals
a) Manuals serve as training materials. They give more knowledge to people using
telephones on how to operate them.
b) They enhance consistency since it indicates the procedure to be followed for
operation.
c) It serves as a sense of guidance.
d) In case of urgency provides information on how to operate the telephone.
e) Enhances competency in work as employees are able to train and acquire
relevant/required skills.
f) Enhances work efficiency.
4.2 Telephone equipment malfunction is identified based on the performance
Telephone equipment malfunctions are devices that have stopped functioning hence not
able to meet the expected performance e.g. failure of a charger to charge.
Why is it important to identify telephone malfunction?
 Helps in identifying causes of malfunctions.
 Helps to identify effects caused by telephone equipment malfunction e.g. data loss.
 Helps to identify possible measures to solve this.
 Improves work efficiency.
Disadvantages of not identifying equipment malfunction based on the performance.
 There can be loss of information.
 Inefficiency of work.
 Lack of competency of work.
 It increases risks.
 There will be reoccurrence of damages caused by these malfunctions.
4.3 Telephone equipment positioning is done in line with the manufacturers’
guidelines
Telephone equipment positioning refers to a telephone that is specifically used for the
workplace (Hall, Turner & Ray, 2000).
.
Telephone equipment positioning ensures that telephones in the office are correct
position for proper handling, matching and storage.
Benefits of positioning telephone equipment.
 Improves work efficiency.
 It’s a control access measure.
 Avoid/reduce loss of telephone equipment.
 In case of loss the delayed person is held accountable.
 Improves security for telephone equipment.
4.4 Telephone equipment are cleaned as per cleaning methods and manufacturers
specifications
Cleaning telephone equipment is maintaining the value of the telephone equipment
(Huang, Namminga, Brand &Tam, 2018).
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The best method to clean telephone equipment is by use of teleclean.
It ensured that telephone equipment is thoroughly and secure.
Importance of cleaning telephone equipment
 Improves working conditions.
 Increases the lifespan of the telephone equipment.
 Improves operation of the telephone equipment.
 Helps to identify equipment that requires replacement.
 It is through cleaning that some telephone equipment is upgraded.
4.5 Malfunctioning is reported as per the workplace
Telephone equipment that has failed to function should be reported to the workplace.
Importance of reporting malfunction equipment.
a) Replacement of the malfunctioning equipment.
b) Reduces loss of information.
c) Improves work efficiency.
d) Telephone equipment is upgraded.
Conclusion
Maintenance of telephone equipment should be confined within the specifications and
guidelines offered by manufacturers.
Further Reading
1. Hall, C.J Turner, C. S. & Ray, J. C (2000) U.S patent No. 6424,837.
Washington, DC U.S patent and trademark office.
Written assessment
1. The following are importance of reporting malfunction which is not
a) Increases loss of information
b) Improves work efficiency
c) Improves work competency
d) Replacement of malfunctioning information
2. What is a telephone?
a) Components of a phone.
b) Device used for communication.
3. One of the following is an importance of manuals.
a) Provision of guidance on use of telephone equipment.
b) Promotes work inefficiency
c) Promotes lack of competency
d) Misleads employees.
4. Which one is not a benefit of positioning equipment?
a) Promotes competency in workplaces
b) Avoid loss of telephone equipment
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c) Enhances security for telephone equipment
d) Inefficiency in work
5. Which one is not a benefit of cleaning
a) Equipment can easily break
b) Upgrade of telephone equipment
c) Durability of telephone equipment
d) Improves operation of telephone equipment.
6. Define telephone.
7. Define telephone equipment
8. What does telephone positioning mean?
9. Give examples of telephone equipment.
10. Give two importance of telephone equipment.
Oral Assessment
1. Give the importance of cleaning telephone equipment.
2. Describe telephone positioning.
1. In groups of 5 position telephone equipment.
2. In groups of 3 clean the telephone equipment.

 Telephone
 Switchboard
 Computers
 Stationery
 Diaries
11.3.5.5 References
Hall, C., Turner, C., & & Ray, J. (2000). U.S patent No. 6424,837. Washington, DC:
US Patent and Trademark Office.
Huang, D., Mj, T., Namminga, A., & Tam, W. (2018). U.S patent to 9,876,522 .
Washington, DC: US Patent and Trademark Office.
Jain, A., Good, A., & Narayan, G. (2018). U.S Patent application No:101003,658.
Washington, DC: U.S Patent and Trademark Office.
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11.3.6 Learning outcome No 5. Maintain calls register
Learning Outcome No 5:
Instructions
5.1 Establish caller register as per the workplace procedures Establish a call
5.2 Record caller details (name, time. date, reference register with
number, department, subject, phone number, message) as per caller’s details
the workplace procedures such as time,
5.3 Record action on the caller’s subject as per the name, date,
workplace procedures reference number
5.4 Record time spent on the handling caller’s subject as per etc.
5.5 Maintain confidentiality of the information in the call
register as per SOPs
5.6 Establish accessibility of the register to the users as per
5.7 Do monitor, review and report as per the workplace
procedures
11.3.6.2 Information Sheet No 11/ LO 5: Maintain calls register
Introduction
This learning outcome covers on the maintenance of call register, safeguarding call
register, recording of caller details, recording on the caller’s subject as per the
workplace procedures. More so, it also tackles on the recording of the information,
accessibility of the register as well as the monitory, review and report as per the
workplace procedure and SOPS.

SOPS: Refers to the standard operation procedures that consist of instructions of an
organization based on giving guidance to employees on their area of duty operations so
as to achieve quality, efficient and high job performance towards achievement of
organizational goals and objectives.
Call register: This is a record that consists of registration of the incoming calls
consisting of the caller’s details, time used in a call and the subject from the caller.
Caller details: Caller details involve the information of the caller in terms of his/her
phone number, location and the name.
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5.1 Caller register is established as per the workplace procedures
An organization is expected to have a call register so as to monitor all the incoming and
outgoing calls in the office concerning the organization (Wallwork, 2014). Thus, the
need to establish a call registers.
Importance of call registers in an organization

 The organization is able to analyze the performance of the employees at work
based on the feedback from the clients/customers in terms of what they expect
from the organization.
 It helps the organization to make a follow up on every unbound lead.
 The organization is bale to monitor all calls based on time dashboard.
 The manager can be able to extract secretary performance report based on the
feedback he/she gives to callers regarding the organization information for
efficiency.
 Helps managers to track calls even when they are far from the office.
 Enables an organization to have track of the business calls.
 Helps reduce fraud in organization operations on the side of the clients and
employees.
 A call register is used as evidence of full details being communicated in an
office
 A manager is able to understand the complaints and recommendations coming
from customers.
 It’s used for future reference based on the progress of the organization.
 Helps the management for bulk calls from clients in an organization.
The following are some of the details in a call detail records:

 Time
 Duration of the call
 Completion status
 Source number
 Destination number
 Subject
 Callers details (name, location, phone number)
 Date
Attributes of a call detail records

 Call duration
 The starting time of the call
 Call type in terms of voice call or sms.
 Fault condition encountered
 Identification of the telephone exchange or equipment writing the record.
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Ways of safeguarding call register.
 Having a call computer software that automatically records all the details of
calls made and received in an office.
 Putting in charge qualified personnel to manage the office calls.
 Making a frequent check on the call register.
 Preparation of call reports for reference.
 Enhancing confidentiality of call register in an office.
5.2 Caller details (name, time. date, reference number, department, subject, phone
number and message) are recorded as per the workplace procedures
In call register, there is a section for filling the caller details that entailed the following
information about the call made by a client.
Caller details consist of:
 Name: The name of the person making a call to the organization/office
 Time: Time which the call was made and reserved. It also involves the duration
of how long the call lasted.
 Date: The day and date of the call
 Reference number: The number of the call
 Department: The call classification
 Subject: The information obtained for a call
 Phone number: The caller’s number
 Message: The encoded and decoded information of a call
5.3 Action on the caller’s subject is recorded as per the workplace procedures
The caller’s subject is to be recorded so as to have clear information that was passed by
a customer. As an organization, the caller’s subject could be information on complaints,
recommendations, positive feedback on services or even customers satisfaction of the
services offered. This helps in improving performance of the organization (Reisman &
Stevens, 2002).
Reasons for recording caller’s subject.
 Helps the manager to get feedback on the services organization offers from
clients
 It serves as a reference on the areas that require action be taken.
 The manager is able to get grievances and act on them to satisfy customers.
 It helps to identify and curb fraud in an organization.
 Helps an organization to understand the expectations the customers as far as
their services are concerned.
 It helps in measuring achievement of an organization terms of the output
produced to customers.
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5.4 Time spent on the handling caller’s subject is recorded as per the workplace
procedures
There is need to know and make trace of time spent on the handling caller's subject due
to be following reasons;
i) It helps determine whether the information given to the customer by a secretary

was to the satisfaction of the customer or not.
ii) The manager is able to determine the cost incurred on telephone calls during the
preparation of organization budget
iii) Helps determine the relevance of information given to clients within a specified
time
iv) Helps the manager measure the performance of the secretary in terms of how he
she communicates to customers. This is in terms of clear information being
given to customers.
v) It enhances professionalism at work depending on how responses are given to
Customers concerning the organization.
5.5 Confidentiality of the information in the call register is maintained as per SOPs
Confidentiality is a key aspect in telephone conversations to enhance efficiency in
organizational operations. Telephone consultations made by customers to an
organization should be made confidential in the following ways;
Guarantee of customers security in case of calls made on complaints concerning

employees of the company.
Confidentiality of customer’s identity is enhanced to ensure that the information they

give is well handled by the manager without revealing of their identity.
Setting up of passwords in the call software to ensure that employees do not interfere
with any information obtained relating to the organization from customers.
According to Sokol & Car (2006), they advocated on the need for Customers
confidentiality for an organization to earn trust with their employees.
Therefore, when an organization holds Confidentiality level to be high the operations

then customers get comfortable gather, provide and call an alarm on the information
key provide. This calls for managers to act upon the information provided by customers
in a confidential way.
5.6 Accessibility of the register to the users is established as per the workplace
procedures
Organizations should be dear on the individuals who should be moved in accessing call
register in the office. This is to ensure that;
i) Provided information by customers is not interfered with.

ii) Individuals involved act upon the complaints given by customers to enhance
organizational performance.
iii) Password only is given to the immediate users of the register.
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iv) In case of consultation, the register users are able to respond to the customers
through consultation with the employees involved in the area being addressed.
v) Confidentiality of customers’ information is maintained
vi) Call handling is done in an organized manner and to the customers’ satisfaction.
vii) Privileges are given based on roles to employees without giving full access to
administration.
Benefits of regulations and roles accessibility of the register to the users and
organization
i) It helps an organization to save time and effort in terms of associating new users
with roles from the start.
ii) Roles can be useful for positions and functions in the organization having all
the appropriate permissions and accessibility built in.
iii) Helps in eliminating errors that can occur when accessibility is set individually
iv) Gives room for usage of bulk upload options together with templates to
conveniently update and allocate roles to users across the organization.
v) Having the roles, it is easy to apply manually the same accessibility set to each
user as you add them to system.
5.7 Monitor, review and report is done as per the workplace procedures
i) Monitoring, reviewing and making a report based on the recorded calls are
significant to operations of an organization.
ii) Monitoring involves observing and looking into the progress or quality of calls
made and received to enhance a systematic review.
iii) Monitoring of call records/ log can be done using call log monitoring software.
The call log monitoring Software entails creating information from phone calls
in order to benefit the managers on operations of their organizations.
Importance of monitoring call records

a) Help in collecting unavailable data on phone calls made and received.
b) Provides a visual representation depending on how call centers’ are operating
in terms of time duration of calls, number of calls, unanswered calls and even
the efficiency of the users.
c) Helps reveal much inefficiency by provision of time analysis of calls.
d) Helps to determine the origin of calls
e) Helps in acting on customers' feedback to some of marketing efforts in your
organization.
Reviewing entails re-examining or looking back on some results/study.

Telephone call records should be often reviewed for evaluation.
Importance of Reviewing call records
i) It enhances efficiency: Managers are able to advise employees on areas that
need more effort and improvement
ii) To gather information as a manager in case you were out of office when a call
was made.
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iii) Helps to gauge the efficiency of the call users and determine whether they have
the right communication skills.
iv) Helps an organization to improve its production from the gathered information.
v) Helps to analyze the needs and expectations of customers.
Preparation of Report
There is need for a report based on the call recording done. The report is written based
on the number of calls received in an organization, subject of the caller and the feedback
given by the user.
Importance of a report in call recording

a) It enhances confidentiality of customer’s information.
b) Reports can be used to measure and evaluate employees’ performance.
c) Helps in the analysis of customers’ feedback for actions to be taken in meeting
goals and objectives of an organization.
d) Helps the manager in making decisions and planning for the organization.
e) It is a means of internal communication in the organization.
f) It is used to communicate customers' demands.
g) Helps managers to convey vital information /details to subordinates
h) It enhances accuracy/ orderliness, clarity and persuasion of information
gathered.
Conclusion
In conclusion, call register is required to provide detail of the callers. Call registers are
significant to an organization since they help in analysis of calls, routing of calls, call
forwarding, call recording and monitoring calls.
Further Reading
1.Open a link from the internet on call register and call dial records
(link:onsip.com)
2.Open patents.google.com
Written assessment
1. The following shows the importance of call register except?
a) Making follow up on unbound lead
b) Help in analysis of employees performance and progress of an organization
c) Extraction of secretary’s performance report can be done
d) Used in evaluating and monitoring managers.
2. Call details entails the following except?
a) Source number
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b) Subject matter
c) Identity number (ID)
d) Completion status
3. Call duration and starting time of the call are examples of attributes of call detail
record
a) True
b) False
4. The following are ways of safeguarding call register except?
a) Making frequent follow up on call register.
b) Having qualified personnel handling the office calls.
c) Provision of a call record a software.
d) Having many users and making password visible to all of the call software.
5. Among the following list, which is the odd one out?
a) A report of call records enhances confidentiality.
b) Reviewing of phone calls helps in getting to know personality of the customers.
c) Monitoring helps in getting unavailable date on phone calls.
d) A call record report is a means of making internal communications.
Oral Assessment
1. What is a call register?
2. What details are involved in a call details?
3. What is the importance of call recording and register in an organization?
1. Come up with a sample of a call register.
2. Through role playing, come up with a call register report based on the
customer’s subject/information and the response given by a secretary in an
organization set up.
 Telephone
 Switchboard
 Computers
 Stationery
 Diaries
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11.3.6.5 References
Reisman, A., & Stevens, D. (2002). Telephone medicine.A guide for the practicing
physician philadelphia. American College of Physicians, Vol 11, 265-266.
Sokol, D., & Car, J. (2006). Patient confidentiality and telephone consultations:Time
For a Password. Journal of Medical Ethics.
Wallwork, A. (n.d.). Improving your Telephone Manner. Telephone and Helpdesk
Skills, 61-66.
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CHAPTER 12: OFFICE DOCUMENT PROCESSING/PROCESS OFFICE
DOCUMENTS
12.1 Introduction
Office document processing is a core requirement competency in the TVET level 6
qualifications for office administration. This unit will tackle interpreting office
instructions, typesetting office documents, preparing office reports, conducting
reprographic services and generating office forms. The relevance of this unit is that the
processed documents are used in providing information on which organization future
decisions are based and also used in monitoring day to day activities.
The critical aspects of competency include receiving, record and interpreting office
instructions, proof read office documents, produce office documents, store office
documents, and determining number of copies to be produced and the reproduction
method. This unit requires the following basic resources, computers, stationery and
reprographic equipment. The unit of competency covers three learning outcomes. Each
of the learning outcomes presents; learning activities that cover performance criteria
statements, thus creating an opportunity to demonstrate knowledge and skills in the
occupational standards and contents in the curriculum. Information sheet provides;
definition of key terms, content and illustrations to guide in training. The competency
may be assessed through written tests, demonstration, practical assignment and case
study. Self-assessment is provided at the end of each learning outcomes.

Process office documents which involves typing and formatting, editing office
documents and conducting reprographic services per SOPS, instruction guidelines,
workplace policy and production requirements.

a) Interpret office instructions
b) Process office document
c) Conduct reprographic services
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12.3.2 Learning Outcome No. 1: Interpret Office Instructions
Learning Outcome No. 1: Interpret Office Instructions
1.1. Receive office instructions as per SOPs. Provide sample

1.2. Record office instructions as per SOPs. copies of SOPs
1.3. Interpret office instructions as per instruction guidelines
guidelines.
12.3.2.2 Information Sheet No. 12/ LO1: Interpret Office Instruction
Introduction
This learning outcome focuses on receiving, recording and interpretation of office

instruction as per instruction guidelines.

Office documents: It is a document created in an office environment.
Format: It is the order in which something or a document is presented it includes size

shape and the general makeup of the document.
Interpret: It is to tell something or explain an idea in understandable manner. It also

involves deciding what the intended meaning of something.
Office instructions are received as per SOPS
Office instructions may come in different forms and ways. They come through valid
techniques this include various types of document. SOPs are various types of
documents namely the emails, memorandums, business letters for outside
communication, business reports and conveying information transactional documents
to conduct business with clients and financial documents. The documents contain
different information which is suitable for different people in the office. Hence, the
responsibility of receiving the instructions is the responsibility of the assigned person
as per the standard operating procedures of the office. The procedures are set based on
the type of documents and instructions to be processed
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Types of Office Documents
 Memorandum
Memorandums are used in intra office communications. They give instructions to the
office members of the organization. Memorandum popularly known as memos are used
in situation where an instruction is meant to accompany a specific file. Memos have a
generally accepted format or information. This information addresses the sender, date,
and subject:
Table 14: Sample of memo
MEMO
TO;
FROM;
CC;
DATE;
SUBJECT;
 Email
This is an electronic mail sent via computer or a gadget that can be connected to the
internet coworkers can use electronic mails to convey instructions to each other. The
email identifies the sender and recipient. It also contains a subject line the instruction
in the email may be formatted in one or more paragraphs depending on the intended
messages. Emails used in the office are formal emails although we have other various
types of emails such as semi formats language should be formally clear and
professional.
Format of Writing Format Email
From; senders email id

To; receivers email id
Cc; other individual receiving the same email
BCC; other individual receiving mail with invisible ids
Subject; title/ reason of mail
Salutation
Main body/ main content
Attachments; attached with emails
Signature line; senders name
Closing; ending statement

Attachment attached filed with emails
Signature; senders name
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 Business letters for outside communication
They are used to communicate with individuals outside the office. Those receiving the
instructions may include job applicants, customer’s colleagues, service provider’s,
government officials and professionals who advise. A business letter is formatted in a
block style whereby all the elements of the letter except the letter head are aligned with
the left margin.
Table 15: Format of Formal Letter
LETTER HEAD
ADRESS NAME
ADRESS TITLE
COMPANY NAME
ADRESS
CITY
DEAR NAME;
BODY
SIGNATURE
YOUR TYPED NAME
 Reports of conveying information

Reports convey information and are longer than letters. They can cover a large variety
of topics such as financial data, sales figures, safety compliance accessibility studies
andYOUR SIGNATURE
marketing plans. The reports include case studies, images, statistics, charts, graphs
YOUR TYPED NAME
charts and survey results; some information may be published. If a report is periodic at
template, it may be used for convenience.
428
 Transactional documents
The types of transactional documents used in the office vary by the nature of the office
lender, for example loan application and mortgage document. Agreements and
contracts may be drafted by the company lawyers.
 Financial documents
Financial documents are used in the office because it’s where decisions are made. This
also enables the business to stay within the budget file tax returns and preparation of
the proposed budget. These documents may include balance sheet receipt records, paid
bills, payroll reports, income statement and banks statement and may be prepared by
the accountant. They give instructions on what is done.
The instruction re-laid by the different types of office documents under different
departments in the office have to be interrupted and the interpretation made is used to
make decision which also informs what is to be done.
1.1 Office instructions are recorded as per SOPs

Office instructions recording is an information resource in any format. These
instructions are created or need to document office activities. The instructions are
recorded in a record keeping system of the office, the record should be reliable authentic
useable and integrated
By being reliable accurate and a full presentation of the trans active has to be captured
cause of subsequent transactions. Being authentic, earns the recorded instruction is
protected against; authorization ,deletion, addition ,alteration and concealment. Being
usable the record should be able to be retrieved lactated presented and interpreted with
integrity. The office instruction recorded must0 ensure trustworthiness entails
maintaining content information contained within the creator of the record. The context
of the office instructions recorded should allow show the functional and operational
circumstances about the record the structure of the physical format must be maintained,
There are various ways of recording instructions. There is manual and electronic ways
of recording the purpose of recording is to story retrieve the information; when needed
the office should decide on a record keeping systematic, that suits that needs resources
and circumstances the record keeping system should be functional, reliable, user
friendly and accurate.
 Length and time that the record should be kept.
 Nature and information to be stored and retrieved.
 Security and access of files and information.
 Reliability and validity of the system information collected.
 Resources of training required.
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Manual recording
The manual record of office instruction is also known as filing cabinets. The filing
classification in the manual system. Falls into three types. These are numbers
alphabetical filing entails breaking down information by general category and the sub-
categories being placed in alphanumeric filing system use both letters and numbers to
category categories
Electronic records
Electronic records are information that is entered into computer system. It is used
stored, and accessed via that system. Electronic document records include emails and
databases.
1.2 Office instructions are interpreted as per instruction guidelines

Interpreting office instruction involves receiving and decoding office instruction. This
entails doing proofreading to ascertain the authenticity of information.
Proof read, review correct use of language, grammar and format. It’s the final touches
of interpreting office instruction. Proof reading is confounded with editing. There are
various techniques of proof reading are:
 Print a hard copy proof of the document.
 Align with the company style standard.
 Check sentences structure.
 Review flow sequence.
 Fact checking verify numbers times and dates.
 Finally verify names of the senders.
This is done in order to complete the instruction given; it gives you all the required
information of veering the sentence instruction in the office as per the instruction
guidelines.
Conclusion
The learning outcome trained on the skills and knowledge required to interpret office
instructions such as preparing, receiving, recording and interpreting office documents.
Interpretation of office instruction is important in enhancing efficiency and
communication at place of work.
Further Reading
1. Holmes g (1982) computer assisted instruction

2. A discussion of some of the issues for would be implementers educational
technology
Ehelich s.f (1982) strategies for encouraging successful adoption of office
communication systems ACM transactions on information and technology
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Written assessment
1. What is office document?
2. What are types of office documents?
3. Which categories are office documents divided to?
4. Discuss the difference between formal and informal documents
5. Name proof reading techniques?
Oral Assessment
1. What is office document?
2. Name the essential of a document?
1. Write a memo?
2. Sending a formal email?
 Computers
 Stationery
 Reprographic equipment
12.3.2.5 References
Hao ,x wang j bieber m & mg p (1993 November).a tool for classifying office
documents in proceeding of 1993 IEEE conference on tools with ai(ta) 93 pp 427-
434)IEEE
Guting r h zicarl r choy d.m 1989. An algebra for structure office documents a cm
transaction of information systems
Leijtn n van waes l . Schriver hayes j.r 2014 writing in the workplace constructing
documents using multiple digital source. Journal of writing research 5(3)285-357)
Rodden c. Bell m 2002 record keeping developing good practice nursing standard
through 20213)171 40
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12.3.3. Learning Outcome No 2: Process office document
Learning Outcome No 2: Process office document
2.1. Type office document (reports, memos, letters, forms, Provide samples of
tabulations, publications) as per SOPs office documents
2.2. Proofread Office document as per SOPs (memos, letter read)
2.3. Format Office document as per the workplace policy
Provide pre-printed
2.4. Produce Office document as per the workplace policy
copies of office
2.5. Store Office document as per the workplace policy
papers for official
document
Provide different
paper sizes i.e. A4
12.3.3.2 Information Sheet No.12/LO2: Process office document
Introduction
Processing office document entails typing of documents, proof reading, formatting as
well as storing the documents as per the work place policy. It provides a detailed
description on how to carry out an office document process.

Memos: It is a short form for memorandum. It is used as a means of official
communication in the office. It serves as a reminder or gives instructions.
Tabulations: It is to arrange or put in a systematic or a condensed form for easy

understanding of information.
Proofreading: It is to find and correct mistakes in text before the final copy of the text
is printed. It is also a way of ensuring validity of the document.
Centering: It is to put something in the middle of an area, putting an equal distance

from left and right sides of the page.
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2.1 Office document (reports, memos, letters, forms, tabulations, publications) is
typed as per SOPs
Office document is any document created in the office environment. There are various
office documents. These documents are in most cases in a printed form. These
documents include reports, memos, tabulations, letters, publications and forms. All
these documents have a different layout of typing them.
There are various ways of typing techniques. They include; touch typing, hunt and peck,
hybrid buffering and thumbing.
 Touch typing
It is the most efficient and common typing technique. The typist looks at the source of
information and types continuously without looking at the keyboard and the screen.
This increases the speed of typing which is essential.
 Hunt and peck
It is a typing technique where the typist types each key one after the other. The user
looks at the keyboard and not at the screen. In case of any error, it is not easy to find.
 Hybrid typing
It is a mix of touch, hunt and peck. The typist memorizes the keyboard and focuses on
the result on the screen. The typist fixes their hand position on the keyboard and moves
the finger to type.
 Thumbing typing
Thumbing is the most modern typing technique. It arises from the development of the
smartphones. The typist uses their thumb to type. It is useful only on smart devices such
as smart phones and touch screen computers.
 Buffering typing
This is a pause play typing method. The typist reads a sentence of what is to be typed,
memorize it and then type. This method is not recommended because it’s a slow
process.
Typing is a skill which people who are tasked with typing activities should have. This
will make them effective in the work environment, especially in the office environment
where typing of office documents is essential in all the document production. To be a
good typist it’s essential for the typist to have practice in typing so as to improve their
typing skills. The typist types different documents that are unique in their own nature
and have different format. Below are some of the document types typed and their
format.
 Reports
Reports represent a way for those in the office to communicate information, figures and
facts. They are prepared in a professional format. The scope and size of a report depend
on internal protocols and policy of the office. Also the contents and usage of the report
will determine its length. A good and acceptable report has to have the following
elements;
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i) Title section
The length of the title section will depend on the document. Long reports may
have designated pages for table of contents and definition of words, while short
reports may have just the author, date prepared and information seen as
necessary.
ii) Summary
Summary provides overview of the content for reader to refer to. It consists of
key points, conclusion and recommendations.
iii) Introduction
The introduction explains the problem and the purpose of preparing the report.
The details on how the report is arranged should be explained to present a
general overview.
iv) Body
The body consists of most number of pages. It is broken down into subparts
with subtitles.
The subparts vary depending on the type of report you are creating. Information
is arranged with the most important data coming first.
v) Conclusion
Conclusion connects everything together. Similar to them is contained in the
summary. A conclusion should be free of jargon by simply presenting your
financial thoughts.
vi) Appendices
This is why the technical details of the report are found. Expert in a given field
consider this part critical for further studies.
Above from having the right format for typing a report, there are pointers to be
considered. This include making the report clear and specific, use of simple language,
stick to facts, write paragraphs, use a bullet style for lists and observe proper grammar
and punctuation.
 Memo
The format of a memo is simple. You write memo at the top followed by to line, from
line, a date line, a subject line and then the actual body.
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Table 16: Example of a memo format
MEMO
TO:
FROM:
DATE:
SUBJECT:
The object of a memo should be limited to the particular matter at hand. The memo
should not run more than a page and should not be 100 wordy.
 Tabulations
It is a way of processing information by putting it in a table. This refers to columns,
rows, charts among others. Tabulations at times might involve calculations. The typist
should be able to come up with ways of typing information in the columns and rows
depending on the kind of information being typed.
 Letter
A letter is a written message. It is sent to a recipient via mail or post. There are two
types of letters; formal and informal letters. In the office environment formal letters are
used. They have a formal format that is accepted. A formal letter has a sender address
or a letter head, date, receiver address, greetings, subject, body of the letter, closing the
letter and signature.
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Table 17: Example of a format writing of a block letter
a) Sender
Sender address
address,
Letter head
In case of no letter head
Date
Receiver address
Greetings,
Subject:
Body of the letter

Closing of the letter
Signature
1. Sender address
The sender’s address is put on the top right-hand corner of the page in case the letter
has no letter head. The address should be accurate.
2. Date
It is the date on which the letter is being written. It’s written below the sender address.
3. Receiver address
The receivers address is written on the left side of the page. Make sure to write the
official title of the receiver as the first line of the address.
4. Greeting /salutation
The person the letter is addressed to is greeted. The greeting must be respectful. They
cannot be addressed by the first name. It must be full name or only their last name if
you know the recipient personally.
5. Subject
The purpose of writing the letter is given in one line. This will help the receiver to focus
on the subject of the letter.
6. Body of the letter
Where the body content of the letter is written, content of the letter should be concise
to the point. The language should be respectful and considerate.
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7. Closing of the letter
At the end of your letter a complimentary closing is written ‘yours faithfully’ or ‘yours
sincerely’ are typed on the left side if you use a block format and right if it is not a block
format used.
8. Signature
You sign and write your name in a block letter beneath the signature.
The typist has to master the format of typing the different documents that are required
in the office. This will promote effective communication in the office.
2.2 Office document is proofread as per SOPs

Proof reading is the process of reviewing the final draft of a written document to ensure
consistency and accuracy in grammar, punctuation, spelling and formatting. It can also
be considered as the process of checking any kind of errors in a given document before
it is printed as the final copy.
It involves finding errors both small and large that were missed when editing. In proof
reading, the proof reader should ensure the document is free of grammatical errors; i.e.
incorrect spelling, improper punctuation usage, incorrect word choices and subject verb
agreement problems. The document must also adhere to the chosen style guide. There
are some techniques which may be put into practice in proof reading.
They include:
 Identify your target audience.

The document being processed has to serve the purpose that is intended hence writing
has to stay in the right direction. The document should be in line with the target
audiences in mind, the style, tone and language used should be in accordance to the
intended audience and the context.
 Proper formatting
To increase readability and maintain uniformity every piece of information must be
formatted properly. Use bold fonts and color in the right places which highlights the
information, bullet points among other punctuation marks and images where required
thus making the document user friendly.
 Focus on the content and style

Keep the language simple no need of using jargons. Use the active voice and avoid
using long sentences. Convey the message with minimal efforts. Proper proof reading
should use the above techniques in order to reduce the errors that may be committed in
the documents that are produced in the office.
2.3 Office document formatted as per the workplace policy

Formatting a document entails adjusting settings, the size of your page, margins and
layout of the things in the document. This is where centering of materials and editing
of documents is done and formatting paper size is considered. There are different paper
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sizes. They range from A4 to A10. These paper sizes have different usage and can be
printed with different machine. But the commonly used paper size is A4 size which is
used in most printing. There are qualities of a well formatted document based on font
size, style and type namely:
 Font size should 12 or 11 based on the specifications outlined.
 Font size should be a standard style that is clear.
 The font size and type should be consistent.
 Font size of the figures and tables should be smaller than the text but also based
on the office requirement.
Margin is the area between the main content of a page and the page edges. It should be
considered while formatting a document. In most cases 1 – inch margins on top, bottom
and both sides of the page are recommended but they can be adjusted depending on the
document. Page layout entails the arrangement of text images and other objects on a
page. Page layout techniques are used to customize appearance of magazines,
newspapers and other publications that may be processed by an office. Page layout
includes the text blocks, page margins, object padding, images and templates used to
define positions of objects. Page layout will also be determined by the office needs.
In formatting centering materials is also done by positioning a text in horizontally
middle line. This can be also used to describe to a text that is in the middle of the page
both horizontally and vertically. When formatting a document the paragraphs are also
formatted. It involves the change in the format of text that affects an entire paragraph
or is different from other paragraphs in a document. In formatting, the use of tabs is
recommended. This will organize the text so it has a uniform look to it. The tabs can be
set to the left or right or even both sides of a document. A tab is an indentation at the
beginning of a line or a text to signify a new paragraph in a document or create equal
spacing between multiple lines. When formatting marks are visible tabs are represented
by an arrow. Formatting is a key element and skill that is required in document
processing in the office document. This enables the document to have minimal errors
and be presentable.
2.4 Office document produced as per the workplace policy

There are various office documents that are produced in the office environment. After
typing, proof reading and formatting the documents, they need to be produced. In
producing the document various machines are used depending on the nature of the
document. Some machines may require special training for the people using them. The
office machines include printers, fax and copiers. The people using these production
machines they should also have the knowledge of carrying out basic maintenance such
as replacing paper, toner and ink. They should also know how to troubleshoot these
machines hence they require training in doing this. The trainee should be shown how
to use different machines to produce the documents. The offices have rules and
guidance protocols on those that are allowed to produce documents so as to ensure the
documents are reliable when they are produced.
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2.5 Office document stored as per the workplace policy
There is the physical aspect of storing documents. This involves having filing cabinets
and having secure rooms that are not accessed by unauthorized people. The documents
should be stored in secure but easy place to access the documents when they are needed.
This is to avoid time wastage.
The other aspect of storing files is how the documents will be filed. There should be a
good file management practice for the filing of documents. How to archive documents
should be known. How to handle out of date files should also be known. Disposing off
documents that are out of date should also be done as per the work policy.
Conclusion
The learning outcome trained on the techniques to consider while processing office
documents at the work place. These techniques have been outlined as typing, formatting
and storing which should be keenly observed. Office documents are essential
documents in running office activities and therefore they should be adhered to in a
perfect way.
Further Reading
Fennedy K. and Lee .H (2019). Multitouch keyboard revisited: Enhancing moded

interaction through redesigning structure and switching techniques. In ChluxID 5th
international ACM incorporation HCI and UX conference (Bali, Indonesia, 2019)
Doi: https://doi.org//0.11453328243.3328249.
Lai J. Zhang, D. Wang, S. Killie I.D.Y and Zhou L. (2019) Thumb stroke: a virtual
keyboard in support of sight-free and one-handed text entry on touch screen mobile
devices. ACM transactions on management information systems (TMIS) 10 (3), 11.
Written assessment
1. Which are the documents processed in an office?
2. What purpose do the process documents serve in an office?
3. Which machines are used in the document processing?
4. Which is the best way of storing documents in the office?
5. What are the components of a letter?
6. What is to format a document?
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1. Write a memo to other workers in the office informing them of a meeting that is
planned.

 Computer
 Stationery
12.3.3.5 References
Enciu G., Popescu A., Constantin G. and Popescu E. (2019) system for documents
securing and intelligent management proceeding in manufacturing systems 14 (1)
2732.
Lim F.V., Phua J. (2019) Teaching writing with language feedback technology,
computers and composition. 54,102, 518.
Mulyani S. (2018) Spelling errors in official letters in the aracas area East Jarkata.
Hartatai Journal Pendidikan Bahasa dan Sastra, Indonesia.
Smith J. (2019) 53: proof reading for punctuation communication at work.
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12.3.4 Learning Outcome No 3: Conduct reprographic services
12.3.4 .1 Learning Activities
Learning Outcome No 3: Conduct reprographic services

Instructions
3.1. Receive documents to be reproduced as per the SOPs

3.2. Determine number of copies to be reproduced as per
Conduct a
production requirements
demonstration on
3.3. Determine reproduction method (photocopying, printing,
the different
scanning) as per the workplace policy
reproduction
3.4. Reproduce documents as per the instruction
methods
3.5. Record and store/distribute Produced documents as per the
(photocopying,
SOPS
printing, scanning)
12.3.4.2 Information Sheet No3/LO3 Conduct reprographic services
Introduction
Reprographic is a blanket term used in encompassing multiple methods of reproducing
content, such as scanning, digital printing and photography. It refers to both soft copy
and hard copy of reproductions of documents and images. Conducting reprographic
services refers to reproduction of document in any of the above methods.

Reprographic: Is the production of documents and graphics through mechanical or
electrical means such as scanning or printing.
Document reproduction: Process of creating copies from a source document. This can
be done through photocopying.
Scanning: It is the practice of using scanners to convert paper documents into digital
images. The images look similar to the original but it’s a copy of the original.
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3.1 Documents to be reproduced are received as per the SOPs.
Production of documents entails creating copies from a source document through
scanning or photocopying. Receiving incoming documents for production entails
verifying all the materials before production. All office should have procedures to
describe on how verification of material for production is done.
The scope of receiving documents describes the method of inspecting incoming
documents to be produced by the office. It is the responsibility of the production of
documents personnel to ensure that the production of receiving documents is
implemented.
Procedure of receiving production documents

 It involves inspection of the document to be produced. This can be visual inspection
of the document for verification its authenticity before production.
 Non-conforming documents.
Discrepancies may be noted on the documents to be produced. The discrepancy need
to be before production is done. The source of the document needs to resolve the issue
so that it can conform to the production procedure.
Special Consideration on production documents

Some circumstances may dictate that incoming document for productions are urgent
hence they may be produced immediately with delay. Also, the reprographic method to
be used for reproduction may be considered with the speed factor in mind because of
the urgent of the document. The method of receiving production document is
determined by the reprographic service department in the office.
3.2 Number of copies to be reproduced is determined as per production

requirements
In the office production of multiple copies of a document is not unusual. The number
of copies produced will depend on the intended purpose use of the document.
Factors to be considered in production of the number of copies
 Time Taken
The number of copies produced will be determined by the time that is available to
produce the document. Some documents it takes minimal time to produce other
documents may take more time to produce hence take minimal production time.
 Cost of production of the document
The cost of production will determine the number of copies to be produced. Some
documents may contain many pages hence rising the cost of production of the
document; this will limit the number of documents produced depending on the
production budget.
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 Specific benefits
The use and benefits of the document will determine the number of documents to be
used by many people it will have to be produced in many copies of it. If it will be used
by a small number of people there will be no need of many copies of it to be produced.
3.3 Reproduction method (photocopying, printing, scanning) is determined as per

the workplace policy
It is creating copies from a source document. It includes a number of different methods.
Even the smallest office typically uses more than one technique.
Methods of production
 Photocopying
A photocopier is often the most used in reproduction in the office. The equipment and
materials used produce the best physical results. The copies reflect the original
document photocopying machine scans the document with a laser, the light of which is
reflected onto an electrically charged plate. Producing the duplicate of the document
 Printing
Printing is a process of reproducing text and images from an original template in
printing you must have a printing machine. Most printing machines are connected to
computers which act as the primary source of the document.
Figure 37: Printer
Source: www.amazon.com/printers
 Scanning
Scanning is the process of using scanners to convert paper documents into digital
images scanning documents saves costs and makes information sharing easy. It is a way
of digitizing hard copy document. In scanning, scanners are required.
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Figure 38: Scanner.
Source: imagescience.com.au
3.4 Documents are reproduced as per the instruction

In production of document it is essential that a document is maintainable over a long
period of time. It can be generated in several instances hence the instructions given
should consider this. Before an instruction of a document production is done the
inventory of what is to be contained in the document is done so as to capture everything
in the document. An example of the document can be given. The layout and
functionality of the document production is determined by the requirements or wishes
formulated by the function of the document.
Process of production document: The process is an interactive one. It involves drafting,
checking and revising the document.
It includes 3 stages.
Stage 1: It involves creating initial draft of the document, reviewing the draft and
finally approving the document for production.
Stage 2: It entails proof reading text, producing final draft and checking final draft.
Stage 3: It entails checking layout text, producing final draft and checking final draft.
In giving production instruction the availability of the resources to produce the

document must be factored in time of availing the documents is also factors in order to
produce high quality document.
3.5 Produced documents are recorded and stored/distributed as per the SOPS
There are many aspects of storing office documents. There is the physical aspect of
storing documents. This involves having a filing cabinet and having secure rooms that
are not accessed by unauthorized people. The documents should be stored in a secure
but easy place to access when the document is needed.
There should be a good file management system for filing the documents. How to
archive the documents should be known. How to dispose documents that are out of date
should be known.
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Distribution of documents: There are various ways of distributing documents. There is
the manual and the automatic distribution.
 Manual distribution
Manual distribution entails picking recipients to issue files to. You choose to send to
individuals, companies, projects and groups manually.
 Automatic distribution
This system entails automatically distributing documents to those that have been chosen
by the system to receive it.
Factors to consider when choosing a reprographic method
 Simple in operation: It should be easy to operate the machine, less fatigue to the
operators and good.
 Durability: There are different people to work under different conditions; therefore
the machines must be strong and durable.
 Portability: When machines are small it’s convenient to handle and easy to move
from one place to another.
 Operating cost: When the machine is in operation, its operating cost should be
affordable and cheap.
 Style: Pleasing design and color is preferred when one looks at the machine. It must
be attractive apart from satisfactory operation.
 Cost: Cost of machine is comparable in terms of savings in labor, low cost of repair
and maintenance.
Conclusion
This learning outcome emphasized on recording and storage of documents. In this
learning outcome we have noted documents should be stored in a safe where they are
easily accessible. We learnt the good storage of documents help in their easier retrieval
especially where future references are needed.
Further Reading
Enclu G., Popescu A., Constantin G. and Popescu E. (2019) system for documents
security and intelligent management proceedings in manufacturing systems.
445
Written assessment
1. Screen printing utilizes which one of the following?
a) Layer
b) Mask
c) Point
d) Spot
2. Which one of the methods given below is not a reprographic method?
a) Photocopying
b) Printing
c) Writing
d) Ink duplicating.
3. Which are the factors to be considered when choosing a reprographic method?
4. What determines the number of copies to be produced of a document?
Oral Assessment
1. What is photocopy?
2. What is printing?
What is the trainee’s ability to use a photocopy machine?

 Computer
 Stationery
12.3.4.5 References
D’ Iteureuse, W. Kipphan and Schmidt Lewen M. (2001) Use patent No. 6318, 264
Washington Dc, US. Patent and trade mark office.
Enclu G., Popescu A., Constantin G. and Popescu E. (2019). System for documents
security and intelligent management proceedings in manufacturing systems. 14(1)
2732.
Gadhia, PK, Patel D. Solanki, K.B. Tamakuwala and Pithawala. M.A. (2005).
Preliminary cytogenetic and hematological study of photocopying machine operators.
Indian Journal of occupational and environmental medicine (9) (1) 22
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CHAPTER 13: OFFICE ADMINISTRATIVE DUTIES/PERFORM OFFICE
ADMINISTRATIVE DUTIES
13.1. Introduction
Perform office administrative duties is one of the core competencies in TVET level 6
curriculum.The unit covers competencies required to perform office administrative
duties.It involves controlling office supply and stationery,supervising administrative
services, performing delegated duties, mentoring and coaching administrative services
personnel. The relevance of this unit to TVET level 6 curriculum is to understand basic
office operations that support other major operations in a given organization or
workplace. Trainees will also acquire basic management practices that they can apply
in any employment setting.
The critical aspects of competency to be covered are as follows: Identifying
administrative services, duties and personnel, Identifying the service tools and
equipment, the current workload and skills of the delegate, Performing delegated duties,
Assigning duties and stated results to administrative staff, Giving commensurate
responsibility and authority, Appraising administrative staff and preparing appraisal
reports,Establishing motivation incentives, Identifying administrative services
personnel for mentoring, Developing administrative services personnel mentor
program, Carrying out monitoring and evaluation, Preparing reports. The unit of
competency covers five learning outcomes. Each of the learning outcome outlines;
learning activities that covers performance criteria statements, thus creating an
opportunity to demonstrate knowledge and skills in the occupational standards and
content in curriculum. Information sheet presents; definition of key terms, content and
illustration to guide in training.The competency may be assesed through written tests,
oral questioning, observation and third party report.Self assesment is provided at the
end of each learning outcome.Holistic assessment with other units relevant to the

Perform office administrative duties through controlling office supply and stationery,
supervising administrative services and performing delegated duties, mentoring and
coaching administrative service personnel as per the workplace policies and standard
operating procedures

a) Control office supply and stationery
b) Supervise administrative services
c) Perform delegated duties
d) Mentor administrative services personnel
e) Coach administrative services personnel
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13.3.2. Learning Outcome No. 1: Control Office Supply and Stationery
Learning Outcome No. 1: Control Office Supply and Stationery
1.1 Establish the office supply and stationery consumption needs Activities may be
based on the organization activities carried out through
1.2 Advise procurement department on the quality of the office direct instruction,
supply and stationery role play, case
1.3 Store office supply and stationery as per the workplace policies studies and
1.4 Issue office supply and stationery against a signed requisition discussions
1.5 Control office supply and stationery as per the SOPs
Reinforce sustainability of office supplies as per the SOPs
13.3.2.2 Information Sheet No13/LO1: Control Office Supply and Stationery
Introduction
The learning outcome on control office supply and stationery is about how office
stationery materials are acquired and controlled. Office stationery is very important thus
need to have a systematic control and supply of stationery. This is done through
management and monitory of the use of stationery in the office. Office stationery pay a
key role as far as the image and branding in an organization is concerned

Office supply: This refers to equipment often used and all consumables used in
organizations and offices by employees involved in bookkeeping, cleaning, and record
keeping and in the storage of data.
Stationery: Stationery refers to a group of commodities such as writing materials that

are manufactured such as envelopes, foolscaps and equipment such as printers and
computers. Office stationery are used and required in carrying out job activities and
tasks as per the specification of the job.
SOPs: Sops refers to standard operational procedures used in the control office supply
and stationery as well as in the reinforcement of sustainability of office supplies.
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1.1 Office supply and stationery consumption needs are established based on
the organization activities
Office supply consumption needs are established based on the organization activities
through; The laid down procedures for ordering office supplies- The ordering
procedures enhances efficiency, effectiveness and uniformity in performance at work
by employees. This reduces cost and inconveniency in carrying out office duties.
There are four steps to follow in developing ordering procedures;
a) Gathering of information.
b) Creation of an outline.
c) Procedure outline.
d) Training and monitoring.
 Gathering of information
Collect information based on what organization deals with so as to offer office supplies.
At this step, the organization is able to decide on what to order and the means they will
use to order. This is done by examining the vendors to provide the supplies so as to
determine their services, quality of their products and cost incurred. This step also helps
the organization to look into what they do and compare to what other organizations do.
 Creation of an outline
An outline is created by involving a group of employees to give opinions based on what
should be included in the procedure. Based on the organization activities, consider the
staff personnel involved in the cost control, storage, selection of vendor, ordering and
even retrieval.
E.g. As an administrator, you may decide that it’s the supervisors or individual
personnel who will be entrusted in the whole process.
i) Decide that supplies should come from the vendors with lowest price so as to down
the cost.
ii) Determine how frequent to make orders.
 Procedure outline
i) Write down a procedure needed depending on the selected employee group.
ii) List down the activities that require implementation and the right personnel to be
involved. This is done through specific description since the exact laid procedure is
to be used even with new personnel in the office.
iii) The procedure should then be reviewed. Come up with a final document.
iv) Approval should be made from the management for implementation.
Training and monitoring
The personnel responsible in implementation of office supply procedure and those
employees involved in using the supplies should be trained.
Personnel involved should also be updated on any changes made in the procedures for
ordering office supplies.
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Examples of office stationery
They include;
 Furniture e.g. desk and chairs
 Telephone systems
 Printers
 Photocopy machine
 Paper shredder
Examples of Essential Office Supplies

They include;
 Envelopes
 Business cards
 Carbon paper
 Notebooks
 Notepads
 Binders
 Filing cabinet e.g. hanging folder
 Staples
 Scissors
 Masking tape
 Pens and erasers
 Computers
Internal control systems for office stationery

Internal control – This entails the laid down procedures and policies by an
organization administration to govern the day running of the business. This is to ensure
that goal and objectives of an organization are met.
Stationery consumption needs to be monitored so as to safeguard office assets and
improve on operational efficiency.
Importance of internal control systems for office stationery

i) Safeguards office materials and stationery since the employees are accountable.
ii) Enhances maintenance of the office stationery
iii) Reduces the risk of personnel misunderstanding since the stationery records are well
filed.
iv) Enhances authorized personnel to be involved in the use of an organization’s name
or logo.
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v) Procurement department is advised on the quality of the office supply and stationery
The procurement department involved on the quality of the office supply and stationery
need to be advised on; Supervision of administrative services in an organization. This
department of procurement should familiarize with services offered in an organization
so that they are in a position to determine the required tools, materials and equipment
needed for office duties.
The procurement personnel is expected to have an outline of the list of stationery in the
office, list of the stationery that need to be replaced and be aware of the cost incurred
for the acquisition of each equipment/office stationery. Procurement department should
ensure that the available stationeries in the office are of good quality so as to have a
good outcome as far as job performance is concerned.
Examples of administrative service tools and equipment
They include;
 Printers
 Tables
 Chairs
 Computers
 Photocopy machines
1.2 Office supply and stationery are stored as per the workplace policies
Workplace policies give a guideline on how office supply and stationery should be
stored. This is through provision of storage cabinets/facilities by the office
administration where stationery is safely stored. Administrators are to delegate duties
to employees as far as storage is concerned on stationery and office equipment.
When delegating duties to employees on storage of stationery, the following should be
considered;
i) Area of specialization of the personnel.
ii) Ethics of the person to be employed and put in charge of stationery storage.
iii) Skills and knowledge of the store keeper or the employee in charge of certain
stationery in an organization.
1.3 Office supply and stationery issuing is done against a signed requisition
Issuing of office supply and stationery is done against signed requisition to ensure that
employees issued with the stationery and office supply are accountable for them.
This is also done to have a clear follow up on recordkeeping of an organization’s
equipment and materials used.
1.4 Office supply and stationery consumption is controlled as per the SOPs
Standard operational procedures are to be considered in the office supply and stationery
consumption through the laid down procedures on how they are to be used and also the
time duration of consumption.
Personnel can be trained on how to use office stationery to minimize wastage of
products.
Employees should be made aware of the significance of utilizing organizational office
stationery by ensuring that they only use the stationery when in need
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The organizational administration should enhance good consumption of office supply
and stationery by;
i) Coming up with a policy requiring all employees in need to turn over the job,
returns all office stationery allocated to them.
ii) Ensure that employees are not overusing the stationery.
iii) Have personnel responsible of managing the distribution and use of the
stationery.
1.5 Sustainability of office supplies is reinforced as per the SOPs
Ways of making office supplies sustainable.
i) Buying of remanufactured ink cartridges.
ii) Going digital
iii) Re-using and saving packaging materials.
iv) Delegate duties.
v) Setting up organizational policies.
vi) Support local vendors.
vii) Buy stationery in bulk to cut down cost.
Conclusion
The outcome on control office supply and stationery has addressed office supply and
stationery needs, procurement, storage, consumption and sustainability as was expected
in accordance to standard operational procedures and workplace policies. Therefore,
organizations should manage their key resources, stationery and office supply to
enhance the circularity of its products and processes. (Ünal etal ,2018)
Further Reading
Open pintrest.com link.

Read report on office supply from (marketresearch.com)
Written assessment
1. Among the following choices, which one shows what control office supply and
stationery is about?
a) It is having control on office supply and management.
b) It is management and full control of office supply and stationery.
c) It involves office materials and equipment.
d) It entails use of office stationery.
2. Among the following steps on procedures for ordering office supplies, which one is
the odd one out?
a) Procedure outline.
b) Gathering of information.
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c) Training and monitoring.
d) Using stationery.
3. Which among the following is the first step in outlining procedure as one of the four
steps in procedures followed when ordering office supplies and stationery?
a) Listing down of activities that require implementation.
b) Approval from management.
c) Writing down of the procedure.
d) Review of procedure.
4. The following are examples of office stationery expect?
a) Printer.
b) Photocopy.
c) Office table.
d) Washing machine.
5. Which definition clearly fit the term internal control?
a) Giving guidance to employees.
b) Laid down procedures and policies by an organization to govern daily activities.
c) Instructing employees to perform task as required.
d) Giving orders in an organization on the activities to be carried out.
6. Why should administrators monitor stationery?
a) Have an evidence of the office stationery being in use.
b) To buy new updated stationery.
c) To safeguard office stationery and improve efficiency.
d) To cut down cost of stationery.
7. Which one is the odd one out based on the significance of control systems for office
stationery?
a) Fame to an organization.
b) Safeguard office stationery.
c) Maintain office stationery.
d) Authorization of personnel on the use of organization logo.
8. Define the term office stationery
9. What do we mean by the term office supply?
10. What does SOPs stand for?
Oral Assessment
1. What are some of the significance of internal control systems for office?
2. How are office stationery misused?
3. What office stationery can we find in an organization?
1. Construct an office cabinet.
2. Come up with a procedure to be followed when ordering office supplies.
3. Dispose stationery waste products in the office.
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Project
Visit an organizational office and list down all the stationery you find there.

 Requisition forms
 Stationery
13.3.2.5 References
Chopra, R.K., & GAURI , P. (2015). Office management.

Ünal,E.,Urbanati,A.,& Chiaroni , D . (2019). Managerial practices for designing
circular economy business models. The case of an Italian SME in the office supply
industry. Journal of manufacturing technology management,30 (3).
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13.3.3 Learning Outcome No 2: Supervise Administrative Services
Learning Outcome No 2: Supervise administrative services
2.1 Identify administrative services as per the organization activities Activities may be
2.2 Establish administrative services tools and equipment as per SOPs carried out through
2.3 Assign administrative staff duties as per job description direct instruction,
2.4 Appraise administration staff as per Staff Performance Appraisal role play, case
System studies and
2.5 Prepare performance appraisal report as per SOPs discussions
2.6 Administer rewards and sanctions (recommendation letter,
certificate, trophy, recognition letter, promotion, warning letter, demotion,
suspension) as per performance appraisal report
2.7 Make a follow up as per organizational policy
13.3.3.2 Information Sheet No13/LO2: Supervise Administrative Services
Introduction
The outcome on supervise administrative services focuses on how administrative
services are identified, how tools are established based on SOPs, assigning of duties to
staff, appraising staff, preparing appraisal and rewards reports as well as making follow
ups based on the policy of the organization.

Administrative: It refers to the people involved in carrying out duties and asks in an
organization.
Performance Appraisal: It refers to a review of personnel job performance based on
the entire contribution thy have to a company. It is also known as Annual
Review/performance review or evaluation/employee appraisal.
Standard Operating Procedures (SOPs): Refers to a set of written procedures in an
organization.
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2.1 Administrative services are identified as per the organization activities
Administrative services in an organization may vary whereby the administrative
services managers carry out the following tasks:
 Planning on administrative services of an organization.
 Directing administrative services.
 Coordinating administrative services.
The administrative service manager is expected to manage office records and
information, plan for office facilities and their maintenance, manage custodial
operations and other support services I the office.
Administrative office managers are also involved in supervision of activities such as
distribution of office mails, office upkeep and record keeping in the office.
Functions of administrative managers

 Controlling budgets for supplies, equipment and even for organizational contracts.
This is done through preparation of operational budgets.
 Monitoring facilities. This is to ensure that the office facilities remain safe for use
and ensure that they are well maintained.
 Hire and fire personnel. It involves employing new employees in the organization
as well as terminating administrative personnel.
 Developing Organizational Objectives and Goals. The administrative service
manager sets goals as well as departmental deadlines.
 Conducting employee in-service training. Organizing for training of employees in
their areas of specialization.
 Recommending organizational policy change. Advocating for policy change for the
good/improvement of the organization.
 Delegating duties. This is done through allocation of duties to subordinates
according to their area of specialization.
Work activities involved in supervision administrative services

In an organization, various work activities are involved with the cooperation of the
administrative service managers and their subordinates. They all work together towards
realization of an organizational goals and objectives.
Work activities involved in administrative services include:
 Problem solving and decision making. The administrative manager should relate
well with subordinates by involving them in decision making as well as having
skills and knowledge to solve problems and come up with solutions.
 Getting information. The employees/subordinates acquire information from various
sources and get updated on their area of specialization for better performance.
 Planning, prioritizing work and organizing work. The manager informs the
subordinates on what is expected from them as far as goals and objectives of the
organization are concerned.
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 Communicating and representing the organization outside the organization. The
manager creates a good impression and image of the organization through
interacting with the organization’s customers, the government and the public.
 Establishing interpersonal relationships at work. The manager should be a role
model to subordinates by bringing them together to work as a team to enhance
cooperation at work.
 Judging organizational services. Through supervision of administrative services,
the manager together with subordinates should weigh and judge the quality of
services they offer to their customers. This goes hand in hand in acting on the
customer’s feedback.
 Controlling and monitoring office resources/organizational resources. The manager
delegates duties to head of departments on the resource monitory and they are
expected to prevent misuse of resources.
 Strategy formulation. The administrative service manager is expected to form a
team of subordinates who come up with strategies on how to go about certain tasks
in an organization. The manager the funds the implementation of the strategies.
2.2 Administrative service tools and equipment are established as per SOPs
Every organization is involved in offering services that require tools and equipment to
be used so as to deliver good services. Therefore, the administrative service manager is
expected to control and monitor organizational tools and equipment by:
 Monitoring usage of tools and services.
 Reviewing records on service tools and equipment.
 Funding for supply of equipment and tools in the organization.
 Delegating duties to responsible subordinates and putting them in-charge of the
tools and equipment to hold them accountable for any inconvenience.
 The manager is expected to supervise on maintenance of organizational service
tools and equipment used in administrative services.
 Supervising on the usage of tools and equipment like organizational logo and stamp
to avoid them being misused by staff members.
 In-case of employee turnover, the administrative service manager should ensure that
the subordinate is cleared from records of tools and equipment by the subordinate
in-charge.
2.3 Duties are assigned to administrative staff as per job description

Administrative service manager is expected to delegate duties to administrative
staff/personnel depending on their qualification, specialization and job description.
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Importance of assigning duties to administrative staff as per job description
 To avoid role ambiguity – when the administrative manager assigns duties

according to job description, the subordinates develop positive motivation since
their role is clear and well defined. Thus, employees are aware of what is expected
of them.
 Increased job productivity – individuals are expected to perform best when they
perform tasks according to their area of interest.
 Employee satisfaction – employees get satisfied working on the area they are
familiar with.
 Avoidance of role conflict – once duties are assigned in accordance to job
description, there is no likelihood of role conflict since the employees will not be
assigned duties which are incompatible with their specialization.
 Leads to rapid organization growth – assignment of duties as per job description
raises self-esteem and satisfaction to employees thus; they feel secure and work
together as a team. This leads to increased and improved service delivery thus
growth of the organization.
 Decrease in staff turnover – the employees get satisfied working in a good
environment thus no need to look for white collar jobs/green pastures.
 Improved quality services – the outcome of services offered by employees working
under their area of specialization are of good quality as compared to employees
working under a different area of their specialization.
2.4 Administrative staff is appraised as per Staff Performance Appraisal

System (SPAS)
The organizational administrative service manager is involved in staff performance
appraisal.
Roles of administrative service managers in SPAS

 Evaluating the staff performance in their services at work.
 Instilling discipline to employees in their line of duty.
 Giving collective guidance to employees as far as job performance is concerned in
the organization.
 Providing feedback to employees after job supervision is done as a means of
motivating and acts as a communicator to areas that need improvement.
 Acting as the eye of the organization. It is through supervision that the manager gets
information the ground of services being offered in an organization.
 Act as planners. Administrative service managers act as planners by determining
what to be done in the organization and how it should be done.
 They are organizers. They set ready the requirements of materials required to be
used in the job.
 They are leaders. They have the power to influence their staff so that they can
improve on their service performance and delivery.
458
 They advocate for in-service training of their staff. This is done by taking
employees to workshops/training centers where they can acquire new skills and
knowledge as well as improving in their area of specialization.
 Motivating the staff. SPAS help in recognizing the efforts of employees depending
on their performance. This is done by the manager checking on their SWOT.
S – Strength
W – Weaknesses
O – Opportunities
T – Threats
The administrative service manager then gives credit on areas that are well performed
by an employee and advices him/her on how to improve on the weaknesses.
Significance of SPAS
Staff performance appraisal system has the following significance in an organization:
i) Help in improvement of staff performance.
ii) Help in improvement of work place policy.
iii) Testing and measurement of work performance is done through SPAS.
iv) Used in selection and organization of subjects/work matter by giving guidance on
materials needed and services offered.
v) Enhances creativity of staff in their area of specialization.
vi) Helps in rating working personnel/staff personnel and appraising them depending
on individual performance at work in offering services.
Note:
Staff performance appraisal system (SPAS) involves stimulation of professional staff
growth and development.
The administrative service manager carries out the task of supervising the staff on their
line of duty. On the latter, he/she is expected to prepare a performance appraisal report
as per standard operation procedures that help in monitoring the progress of staff in
performance of duties and services.
2.5 Performance appraisal report is prepared as per SOPs

Once the administrative service manager supervises the staff members in their line of
duty, a Performance Appraisal Report is to be prepared. This is done after supervision
on the ground/feedback given to individual staff members and after credit is given to
the strength of a staff and adduce on given on how to improve on the weaknesses. The
performance appraisal report is then used to determine the staff members that qualify
for promotion in their workplace.
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2.6 Rewards and sanctions (recommendation letter, certificate, trophy,
recognition letter, promotion, warning letter, demotion, suspension) administered
as per performance appraisal report
The following are classes under which rewards and sanctions are administered to staff
members in an organization as per performance appraisal report.
 Recommendation letter – It is written by the administrative service manager for a
former employee for any job offered to the former employee in relation to the
individual’s field of specialization and not specifically for a specific job. It is written
based on employee’s knowledge, skills and work experience.
 Certificate – A certificate can be administered to an employee in varying situations.
One being, in case of an employee participating and representing the organization in a
forum, he/she can be given a certificate of participation. Secondly, a certificate can be
given when there is termination of employment contract to an employee. It should
reflect the performance and actual behavior of an employee.
 Trophy – a trophy is administered to staff member in case he/she has shown great
improvement in job performance and services as an appreciation by the organization.
 Recognition letter – when the organization manager decides to award the best
performing staff beyond expectation, he/she writes a recognition letter and administers
it to the staff chosen. This shows appreciation to the staff member due to his/her
contribution to the realization of organizational goals and objectives.
 Promotion – once the appraisal report is analyzed, the administrative service
manager determines the staff to be moved to another level of job rank through
promotion.
 Warning letter – in case of misconduct by an employee at work or doing supervision
process, the manager writes a warning letter to the individual staff involved as a
warning. This gives room for the staff to rectify the mistake and if he/she fails, a step
is taken upon him/her.
 Demotion – demotion is given to an employee in the cause of lack of performance on
the side of the staff. At this stage the employee can be moved from a higher rank in the
organization to a lower rank.
 Suspension – suspension is administered to an employee when investigation of
him/her being involved in misconduct is taking place. This is for safety and health
reason and the staff is sent home despite him/her receiving payment as usual. If no
offence/mistake is found from the investigation, then the employee can go back to work.
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2.7 Follow-up is made as per organizational policy
A follow up should be made as per organizational policy to ensure staff/personnel
comply with policies and procedures of the organization.
Five steps in ensuring compliance of staff in an organization

1. Administrative service manager having a meeting with departmental leads to ensure
that policies created are realistic/workable for employees in their departments.
2. Determining the best format of policies for the employees.
3. Enhancing accessibility of policies to employees.
4. Set deadlines for acknowledgement of each policy.
5. Determining the way of measuring employee understanding of policies of the
organization.
The follow up is done as per organizational policy to ensure that all employees in the
organization comply with rules, regulations and policies of the job.
This ensures that all activities in the organization follow a certain procedure or
guideline.
Conclusion
The learning outcome addressed how administrative services are carried out and how
reports are generated on the same. Through supervision of administrative services,
organizations stand a chance to run smoothly as far as job performance is concerned
with the help of staff appraisal system. This increases productivity of an organization
(Selden et al., 2011).
Further Reading
Read Research article by Bekkers, Victor/Homburg, and Vincent.

Journal: information policy, vol. 7 no. 2, 3, pp.129-141, 2002.
Written assessment
1. Why is staff performance appraisal system significant in an organization?
a) Used to intimidate lazy workers /employees.
b) It is used to give directions and orders to subordinate.
c) It is a system of governing subordinates.
d) Used in testing and measuring staff performance in the job.
2. The following activities are involved in performance appraisal of an employee
except?
a) Supervising employees.
b) Advising on weaknesses.
c) Giving feedback on collected information.
d) Appraising poor performers in organizational duties.
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3. Among the following, which is not a function of an administrative service manager
in an organization?
a) Directing administrative services.
b) Planning for administrative services.
c) Monitoring movement of subordinates.
d) Coordinating administrative services.
4. Which among the following involve work activity in an organization as far as
supervision administrative services is concerned?
a) Sending information.
b) Judging services offered by an organization.
c) Demoting subordinates.
d) Conducting interviews.
5. Below are functions of administrative service manager excluding?
a) Hiring and firing.
b) Commanding subordinates.
c) Giving recommendations to employees.
d) Recommending policy change in the organization.
6. How can an administrative service manager monitor and control organizational tools
and equipment?
a) Allowing misuse of tools and equipment.
b) Restricting and giving orders to subordinates on the usage of the tools.
c) Providing fund for supply of tools and equipment.
d) Not keeping records of tools in the organization and the personnel responsible
for them.
7. Roles of administrative service manager in SPAS includes the following except?
a) Giving feedback to subordinates.
b) Giving false and untrue report of employee’s performance.
c) Acting as an eye of the organization.
d) He/she is a leader.
8. Why is staff performance appraisal system important to employees?

9. Under which circumstances is a “recommendation letter” given to an employee in an
organization?
10. What is the role of administrative service manager in delegation of work to
subordinates?
Oral Assessment
1. State an example of monetary reward and another example of non-monetary reward.
2. Why non-monetary reward is better compared to monetary reward in an
organization?
462
1. In groups of four members, demonstrate practically the entire process involved in
staff performance appraisal system.
2. Practically, demonstrate how a manager exercises his/her authority when delegating
a duty to a subordinate.

 Stationery
13.3.3.5 References
Bekkers, v., & Homburg, v. (2002). “Administrative supervision and information’s

relationships. “ Information policy 7, no. 2, 3 (2002): 129-141.
Selden s.j & Soula, J.E. (2011). Performance management and appraisal in human
service org: management and staff perspectives. Public personnel management. 40(3),
25, -264.
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13.3.4 Learning Outcome No 3: Perform delegated duties
Learning Outcome No 3: Perform delegated duties
3.1 Identify current work-load and skills of the delegate as per the Activities may be
organization activities carried out through
3.2 Define delegated duties as per organization structure direct instruction, role
3.3 State expected results as per performance standards play, case studies and
3.4 Avail delegated duty tools to the delegate as per SOPs discussions
3.5 Give the delegate commensurate responsibility and authority as per
organizational policy
3.6 Establish motivation incentives (monetary, non- monetary) as per
the workplace policy
13.3.4.2 Information Sheet No13/LO3: Perform delegated duties
Introduction
The outcome on Perform delegated duties identifies the work load of the various
workers, defines duties, results and performance standards. It generally describes how
expectations and roles are generated at different levels and how motivation incentives
in organizations are established.
The learning outcome on “perform delegate duties”, it identifies the work load of the
various workers, defines duties, results and performance standards. It generally
describes how expectations and roles are generated at different levels and how
motivation incentives in organizations are established.

Delegate: According to Meiring (2016), he defines the term delegate as the act of
entrusting a task or responsibility to another person, typically one who is less senior
than oneself. To delegate can also mean to assign, entrust, pass on or transfer duties to
a less senior employee in an organization.
Delegate: A delegate is the individual in an organization who is assigned, entrusted,
transferred to or passed on duties by a delegator/senior employee/employer. A delegate
is given the power by the delegator to assign permission to other users/less senior
employees than him/her (Wang et al. 2017).
464
3.1 Current work-load and skills of the delegate are identified as per the
organization activities
In an organization, current work load and skills of the delegate are identified as per the
organization structure.
Delegation refers to assignment of duties in an organization by the manager to
subordinate and to perform/carry out specified activities.
Importance of delegation in an organization

 It builds open communication, trust and engagement among team members.
 It encourages and stimulates creativity among the subordinates.
 Enhances development of skills to the delegate.
 It creates a positive organizational culture.
 It creates a good working environment.
 It reduces workload on the side of the manger in an organization.
Importance of delegation to delegate/employee

 Help in development of skill and knowledge.
 Leads to increase in employee loyalty in the organization since there opportunities
for career growth.
 Decrease in delays in decision making process in an organization.
 Leads to job satisfaction of the employee.
 Employees are motivated intrinsically.
3.2 Delegated duties are defined as per organization structure

Importance of delegation to the superior/manager
 Leads to increased time availability for dealing with more strategic
Opportunities/matters affecting the organization.
 Enhances continuity of services since even when absent, the manager assigns
duties to a subordinate for smooth running of the organizational services.
 Improves manager’s reputation since the employees perceive you as a leader
who trusts them.
 Enhances career progression since the productivity of the organization is high.
 Gives an opportunity to deal with the higher valued work/service.
Disadvantages of delegation
 It may lead to role conflict. The delegate may not know the task to perform or
the task not to perform from the delegated duty.
 Role ambiguity. If the assigned duties are not clear and well defined by the
manager, this may lead to role ambiguity.
 Role overload. When delegation is done, another work load is added to the
employee from the specialized duty he/she performs.
465
 Leads to poor/ reduced quality of services. When delegation is done, the
manager may delegate a task to an individual who is not familiar with the duty
assigned thus producing low quality work.
 Managers become absent at work once they delegate. This leads to poor
monitory of services offered by employees.
 Reduced motivation on employees being delegated to duties.
 Manager may delegate a duty to an employee with insufficient training and
skills required.
 Leads to lack of authority in the organization.
3.3 Expected results are stated as per performance standards

Factors to consider when delegating duties
a) Effective communication – The superior should give instructions to the
subordinate clearly and avoid ambiguity.
b) Principles of delegation – when delegating, the superior should adhere to
principles of delegation so as to achieve successful outcome from the
delegation.
These principles of delegation include:
i) Parity in authority and responsibility.
ii) Unity of command.
iii) Absoluteness of accountability.
c) The doctrine of complete work – when the superior is delegating duties, he/she
should ensure that the following is provided to the delegate:
 A clear – cut assignment.
 Details of delegation.
 Proper information required.
 Counseling and guidance.
 Doctrine of completed work.
d) Self-control pre-requisites – the superior should; involve the subordinate in
setting the standards of delegation.
 Ensure that the subordinates understand the standards.
 Furnish the subordinates with reliable information and give them access to
the information.
 Alert the subordinates on the cost of performance of their duties so that they
can make decisions on keeping their costs in line.
 Training should be offered to subordinates for them to be in a position to
measure performance in case of variances.
e) Training of subordinates – delegation can only be successful when subordinates
have appropriate training.
Training involves the following when delegating duties to employees.
 Performance appraisal in performance.
 Counseling of subordinates for improvement.
 Job coaching to subordinates.
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f) Motivation of subordinates – superiors should motivate subordinates for them
to have job satisfaction. This can be done through improved working conditions
and promotions at work.
g) Clarification of responsibility and authority – the superior must exercise
authority to make informed decisions.
h) Determination of goals – when delegating, the subordinates should be made
aware of the organizational goals and objectives to be achieved for them to be
in opposition to do justice to the assigned duties to them.
3.4 Delegated duty tools are availed to the delegate as per SOPs
The superior should provide all the tools required and used in performance of the
delegated task to the delegate for effective performance/outcome. Clarity on the use of
tools should also be given in details to the delegate.
3.5 Commensurate responsibility and authority is given to the delegate as per

organization policy
Commensurate responsibility and authority is given to the delegate in accordance to the
organization policy. This is done during delegation by the superior so that he/she can
perform efficiently and effectively. The delegate is able to exercise authority since
he/she is made sure of his authority by the superior.
3.6 Motivation incentives (monetary, non-monetary) are established as per the

workplace policies
Monetary reward – This is a form of motivation to employees that involves money.
Usually, it is advised to be used by superiors on those employees who are extremely
performing well in their duties.
Non-monetary reward – It involves rewards given to employees for motivation but do
not directly involve money.
Examples of monetary rewards
 Commissions
 Profit sharing
 Stock options
 Merit pay
 Bonuses
Examples of non-monetary rewards
 Food coupons
 Healthcare benefits (health insurance)
 Promotions
 Good working environment
 Use insurance policy
 Company/organization uniforms
 Flexible timing
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Reasons why superiors find it difficult to delegate
1. They think all employees are busy with their duties.
2. They are not sure whether once they delegate; the subordinates will perform the tasks
to their expectations.
3. Having no idea of what to delegate.
4. Fear of taking risks.
5. Perceive it as time wastage since they have to explain what is expected in duty to be
delegated to subordinates.
Factors that hinder effective delegation

 Role ambiguity – when roles are not clearly defined by supervisors, employees are
not able to perform well on tasks delegate to them.
 Lack of motivation – if the superiors fail to recognize the efforts of employees, this
leads to low motivation and they are likely to turn over any duty delegated to them.
 Poor authoritative skills – superiors who are poor in giving orders and instruction to
their subordinates are not in a position to delegate duties since there is poor relationship
with their employees.
 Lack of experience by subordinates – the employers may fail to have the required
skills and knowledge on a particular duty that the superior may want to delegate.
Conclusion
The outcome has captured how different roles are identified, their expectations and how
motivation incentives are established. When delegation is well done in an organization
through superior to subordinates, there is likelihood of increased productivity. Also,
there is continuity through successive succession planning and this helps the
organization to increase and improve its reputation.
Further Reading
Internet: delegation of duties in organizations”.

Written assessment
1. The following definitions fit the meaning of the term delegate apart from?
a) Assigning of duties
b) Employing individuals to perform duties.
c) Entrusting employees in performing task.
d) Passing on duties.
2. Who is a delegator?
a) A boss in an organization.
b) Senior person in an organization.
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c) It is a delegate
d) An individual who gives orders to be followed.
3. Among the following, which one is true?
a) The superior is also a delegate in an organization.
b) To delegate duty is to order by force.
c) An employee is a delegate in an organization.
d) A manager is a delegate in an organization.
4. The following are examples of monetary rewards except?
a) Profit
b) Adventure trip
c) Stock options
d) Bonuses
5. Why is it important to delegate duties to an employee?
a) It leads to intrinsic motivation.
b) To get salary increment
c) It increases delays in decision making.
d) Leads to decrease in employee loyalty.
6. The following are factors to consider when delegating duties apart from?
a) Doctrine of work completion.
b) Determination of objectives and goals of an organization.
c) Status quo.
d) Subordinate training.
7. Why do superiors find it hard to delegate?
a) Need for fame.
b) They have no clue of what to delegate.
c) To avoid money and avoid wastage.
d) They want to be seen as superior hence no need to delegate.
8. What is to delegate duty to an employee?

9. Who is a delegator?
10. Explain the meaning of delegate.
1. In groups of six, demonstrate how delegation of duties can be done in a school setup.
The demonstration should consist of the personnel involved in a school setup.
2. Demonstrate practically of an employee would gather more information for clarity
on the duty assigned from the superior.

 Stationery
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13.3.4.5 References
Meining, a(2016). To delegate or not to delegate. Professional Nursing today, 20(4),

37-39.
Wang , X. , Guo, K. Gai Z. & Guo N.(2017, March). Consideration of semantic spatial
trajectories in access control for social network. In 2017 IEEE 2nd advanced
information technology, Electronic and Automation control conference.(IAEAC)
(Pp.778-782).IEEE.
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13.3.5 Learning Outcome No 4: Mentor administrative services personnel
Learning Outcome No 4: Mentor administrative services personnel

Instructions
4.1 Identify administrative services personnel for mentoring as Activities may be

per the workplace procedures carried out through
4.2 Develop administrative services personnel mentor program direct instruction,
as per the organization procedures role play, case
4.3 Build flexibility of administrative services mentor program studies and
based on the SOPs discussions
4.4 Incorporate unsurpassed practices in the administrative
services personnel mentor program as per the workplace procedures
4.5 Do benchmarking on best practices in mentoring as per
workplace policy
4.6 Carry out monitoring and evaluation as per workplace policy
4.7 Prepare mentorship report as per mentorship program
13.3.5.2 Information Sheet No13/LO4: Mentor administrative services personnel
Introduction
This learning outcome covers on: identification of administrative services personnel for
mentoring, development of administrative services personnel mentor program,
flexibility of administrative services personnel mentor program. It also covers on
incorporation of unsurpassed practices in the administrative services personnel mentor,
benchmarking on best practices in mentoring and evaluation and preparation of
monitoring report in accordance to mentorship program, organizational procedures and
workplace policy.

Administrative: Administrative refers to having to do with overseeing office activities.
Administrative job has less to do with paper work in the running of an organization:
Personnel: It refers to individuals employed in an organization or employees in an

organization of which duties are allocated to them.
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Mentor: It is the person entrusted in giving guidance and direction to a subordinate an
individual in relation to the area of specialization or experience.
Standard operation procedures (SOPs) refer to set up instructions in an organization

to help in the day to day operations of an organization.
Benchmarking: It refers to comparison made by an organization based on its

performance with that of other organizations. This helps in evaluating performance.
Monitoring: Making a follow up through observation and checking the progress of

employees in their line of duty.
Evaluation: It refers to an assessment done for personnel performance in their line of

duty.
4.1 Administrative services personnel for mentoring are identified as per the
Mentorship refers to guidance offered by supervisors or mentors in an organization to
the subordinate. The reason being that supervisors are more experienced in the
organization duties thus stand a better position to give guidance to subordinates.
Reasons for mentorship in an organization
 Creates a better trained workforce that is also engaged in organizational duties and
responsibility.
 It develops a positive relationship among employees and the manager.
 Employees are able to gain knowledge and skills in their area of specialization thus
increasing the organization production.
 It gives room for improvement and change in an organization.
 Mentoring employees contributes to growth of the organization.
 It creates a sense of ownership and belongingness to employees.
 Employees get high job satisfaction thus reduction in employee turnover in the
organization.
4.2 Administrative services personnel mentor program is developed as per the

Roles of a mentor
 Sharing with a mentee his/her job experience.
 Providing motivation through emotional support to the mentee.
 Giving guidance to the mentee in the area of duty one is involved in.
 Being a role model to the mentee through/ based on his/her achievement.
 Helping a mentee in exploring in careers.
 Setting goals, identifying resources and developing contacts with mentee.
N/B: A mentor can also be referred to as an assessor.
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He/she performs the following duties;
 Providing guidance to mentee.
 Supporting and sharing knowledge to the mentee.
According to Schatz-Oppenheimer (2017), he calls for mentors to familiarize
themselves with the mentors spheres of responsibility; content addressed in mentoring
work; qualities required in mentors; professional skills required for mentoring and
indicators of successful mentoring.
Responsibilities of a mentee
A mentee refers to the person getting guidance and learning from the mentor.
The following are the roles of a mentee in an organization.
 Identifying the skills, goals and knowledge you intend to achieve and communicate
them to the mentor.
 Maintaining and developing the mentoring action plan through setting up goals,
activities to partake and setting time frame with the mentor.
 Seeking learning resources which might be helpful with the guidance of the mentor.
 Sharing any valuable information with the mentor.
N/B Administrative service personnel mentor program in accordance to the
organization procedures is composed of a mentor and mentee for successful mentorship
to take place.
4.3 Flexibility of administrative services personnel mentor program is built

based on the SOPs
Ways of fostering flexible mentorship in an organization.
1. Developing and managing programs in the organization continuously
This helps to form a basis for the culture of the organization since the employees get
employed and at some point turnover. Hence, there is need to continue mentoring the
employees and the newly employed personnel so as to have smooth running in the
operations.
2. Developing and managing the mentoring relationship.
The organizational managers ought to select a qualified mentor who fits the
organizational interests. This enhances building of trust, keeping mentoring
relationship on track and setting goals.
3. Sponsoring Mentees.
The organization can offer sponsorship to its employees so that they can acquire new
skills and knowledge by getting them connected with monitoring network.
4. Looking into threatening organizational forces and getting areas that require
mentoring of the employees.
5. Counseling and guiding the employees in the significance of mentorship program in
their line of duty.
4.4 Unsurpassed practices are incorporated in the administrative services
personnel mentor program as per workplace procedures.
 An organization is in a position to identify the unsurpassed practices and incorporate
them in the administrative services personnel mentor program by having a review on
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employee performance, having new management and coming up with innovative
recruiting methods.
 The organization should pick on the areas of weakness of their employees to be
mentored on the same.
 As the organization generates and comes up with strategies, it should incorporate the
unsurpassed practices that need funding for mentorship to be done.
4.5 Benchmarking on best practices in mentoring is done as per workplace

policy
Benchmarking in an organization should be done for comparison of work performance
of employees to help in evaluating performance. It also helps in defining best practices,
creating a competitive environment within the organization and establishing baselines
for best practices in the organization. However, there are different types of
benchmarking discussed as follows:
 Peer benchmarking: It involves a benchmark report whereby companies compare
their performance with other companies of their category. This helps the companies to
be competitive among each other striving to achieve the best in the rank.
 Best practices: This kind of benchmarking involves an aspiring company and the
techniques they use as an example to other companies.
 Collaborative benchmarking: It is a bench mark report of a group. For example
benchmarking of associations whereby the members can provide information about the
organization.
 SWOT: It is type of benchmarking report whereby the companies make comparison
of their work performance based on their different strengths, weaknesses, opportunities
and threats.
Benchmarking process
i) Determine the benchmark focus - The Company identifies the specifications of
research project and the types of metrics to be compared.
ii) Plan and research - Preparations of the research projects are done whereby
resources are made available.
iii) Gathering Data - This step involves data collection using the methodology
identified in the previous step.
iv) Analysis - After the data is gathered, the company apply certain techniques to
examine the findings.
v) Recommendations - After analysis is done, then the company can do some
improvements.
vi) Implementations – This involves the reviewing of the recommendations to
determine the company’s implements that are feasible.
Importance of benchmarking
1. The organization is able to get performance expectations.
2. Help in monitoring performance and managing change.
3. The organization is able to identify gaps and areas that need improvement.
4. Help the organization to develop a culture of continuous improvement.
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5. Helps in the monitory of a company performance and its management.
6. Help an organization to make comparison on their performance in relation to other
organizations.
4.6 Monitoring and evaluation is carried out as per workplace policy

Monitoring and evaluation in an organization should be done to keep a close eye on
operations.
Monitoring entails on making a follow up through observation of employees’
performance in their line of duty.
Techniques of evaluating organizational performance
 Management by Objective (MBO)
This method is a simple one that allows you to close the loop between employee
performance and key strategic objectives. Management sets a metric that represents the
expected level of attainment, then tracks each employee’s outcomes. Sales quotas are a
form of MBO. They’re great because it’s easy to monitor them over time and connect
causes to effects.
 Critical Incident Method
This method is especially popular in the customer service world and allows managers
to generate more global feedback about how an employee handles issues. It encourages
managers to zoom in on particular events where the person’s behavior was positive or
negative and provide insight on how to get aligned with best practices – for example,
handling customer complaints better.
 Checklist Method
The checklist method relies on a list of behavioral criteria each worker is expected to
meet: For example, on-time delivery or teamwork. The evaluator indicates items the
employee is successful with and provides targeted feedback for items that are lacking.
 360-Degree Performance Appraisal
360-degree feedback is popular in large, world-class organizations like Google and
Microsoft. It incorporates feedback not only from managers, but from peers, direct
reports, and higher-level supervisors the employee frequently works with. This type of
feedback is valuable when preparing team members to take on responsibilities at a
higher level.
 Self-Evaluation
Written reflection enables employees to uncover ways to improve performance that
make sense to them. Although it’s highly subjective, it provides fuel for a more detailed
discussion. Making note of where employees have high or low opinions of their own
work may make it easier for mentors to meet them where they are and personalize a
path of growth.
 Ratings Scale
Most organizations have used this approach. It specifies goals – behaviors, traits, skills,
or project attainment – on a scale usually running to 5 or 10 points. While this is a
flexible choice, it’s essential everyone have the same understanding of how the scale
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works: You might consider 3 out of 5 “good” while an employee understands it to mean
“average.”
 Performance Test
The right form of testing enhances recall and lets people operationalize new knowledge.
While a written or multiple-choice test benefits from greater objectivity, practical
presentation of skills is often a better sign of mastery. It’s vital the evaluator of this test
be an expert in the subject matter and skilled enough to communicate the meaning of
the results up the hierarchy.
Importance of monitoring in an organization
1. It provides consolidated information showing the organizational progress.
2. The manager is able to assess what is working and what needs to be looked into
for improvement.
3. The organization is able to identify areas that need change for improvement.
4. It is through monitoring that managers can give feedback to their employees on
their performance and give advice on areas that require improvement.
5. Managers are able to measure progress by tracking on actions being undertaken
in the organization towards achievement of organizational goals and objectives.
Evaluation too is key component in an organization since the manager is able to gauge
employees’ performance in their line of duty.
Importance of evaluation in an organization
1. The manager is to collect and analyze information about the organization’s
activities.
2. Judgment can be made on the organization performance.
3. The manager can determine whether the organizational goals and objectives are
being met.
4. Helps in determining the amount of money incurred in organizational activities.
5. Help in identification of areas that need improvement so as to provide the best
services in the organization.
4.7 Mentoring report is prepared as per mentorship program

Importance of mentorship report
1. The manager is able to identify areas of weaknesses of employees that require
training for improvement.
2. It gives a guideline on what the organization has achieved and what it ought to
achieve.
3. It gives a room for continuous progression and development.
4. It creates a culture of openness and trust between the manager and employee.
5. It gives an analysis of areas that employees need more training and support.
6. It enables employees to gauge their performance in their duties for future
improvement.
Conclusion
According to MacLennan (2017), we have learnt that mentorship programs are the most
effective ways of helping employees to achieve optimum performance in the
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workplace. Thus organizations should embrace mentorship programs to yield high
productivity in their organization.
Further Reading
Schatz – Oppenheimer, o. (2017). Being a mentor; novice teachers ‘mentor’

conceptions of mentoring prior to training. Professional development in education,
43(2): 274-292.
Krause, M.H, & Gifford P. (2003). Us Patent application No. 10/132,092.
Written assessment
1. Among the following, who is not involved in the mentorship program?
a) Mentee.
b) Employer.
c) Teacher.
d) Mentor.
2. The following are duties of a mentor except?
a) Sharing experience with mentee.
b) Offering guidance to mentee.
c) Employing employee/ mentee.
d) Helping in exploration of careers by employee.
3. The following is an importance of mentorship to an organization.
a) It gives room for improvement and change in an organization.
b) Increases cost incurred by an organization.
c) Creates employment.
d) Helps in demoting employees.
4. Among the following, which is not a role of a mentee?
a) Identify goals, skills and knowledge to be achieved.
b) Developing a mentoring plan with the mentor.
c) Giving guidance to mentors and employees.
d) Seeking learning resources from the mentor.
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5. Which is the odd one out according to fostering of flexible mentorship in an
organization?
a) Calls for fostering employee.
b) Helps in administering mentorship programs in the organization.
c) Helps in getting job vacancies to employ more workers.
d) Developing and managing mentorship relationship.
6. Benchmarking involves the following except?
a) Defining best practices in the organization.
b) Creating a competitive environment within the organization.
c) Establishing baselines for best practices in the organization.
7. Which is not an importance of monitoring in an organization?
a) Managers can give feedback to their employees on their performance.
b) The organization is able to identify areas that need change.
c) Managers are able to measure progress by tracking organizational operations.
d) Helps in salary increment.
8. What is mentorship?
9. Define the term evaluation.
10. Who is a mentor?
Oral Assessment
1. Define who is a mentee.
2. Give importance of mentorship.
1. In groups of ten, form a mentorship forum and allocate roles of a mentor and
mentees to individuals and practically conduct the mentorship session.

 Stationery
13.3.5.5 References
Krause, M.H, & Gifford P. (2003). Us Patent application No. 10/132,092.

Schatz – Oppenheimer, o. (2017). Being a mentor; novice teachers ‘mentor’
conceptions of mentoring prior to training. Professional development in education,
43(2): 274-292.
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13.3.6 Learning Outcome No 5: Coach administrative services personnel
Learning Outcome No 5: Coach administrative services personnel

Instructions
5.1 Create mutual trust with the administrative services Activities may be
personnel as per the organization procedures. carried out
5.2 Identify key performance indicators and set new targets through direct
based on the expected outcome. instruction, role
5.3 Explore alternatives for achieving targets and set play, case studies
opportunities for improvement. and discussions
5.4 Secure commitment to change from administrative
services personnel as per the organization practices
5.5 Implement coaching program as per the SOPs.
5.6 Evaluate administrative services personnel performance
as per the set targets
5.7 Prepare report and provide feedback to the
administrative services personnel based on their performance
13.3.6.2 Information Sheet No13/LO5: Coach administrative services personnel
Introduction
This learning outcome will describe the coaching process in administrative services
personnel based on the following;
 Creation of mutual trust with administrative services personnel.
 Identification of key performance indicators and setting of new targets based on the
expected outcome.
 Covers on exploration and setting of alternatives of achieving the targets and
improving opportunities.
 Security commitment to change as well as implementation of coaching program.
 Evaluation of administrative service personnel performance is done and preparation
and provision of feedback and report as per the set targets and on performance.
Administrative: It refers to overseeing office duties or administering office duties to
employees.
Performance indicators: these are measures used in an organization used trace

performance rate and can be used to predict performance trend in an organization.
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Targets: This refers to the set goals and objectives of an organization in terms of job
performance.
Coaching: It refers to administering instructions through tutoring, training to

employees for them to acquire new skills and knowledge.
Personnel: It refers to individuals employed in an organization or employees in an

organization of which duties are delegated and allocated to them.
5.1 Mutual trust is created with the administrative services personnel as per the
organization procedures
In an organization, mutual trust is created with the administrative services personnel in
relation to organization procedures.
How to build trust with employees as a manager
 Being a role model to the employees to be emulated. This is by trusting your
colleagues and boss as an employee.
 Enhancing effective communication. As the manager, you are expected to
communicate openly to employees.
 Ensuring that there is a mutual relationship with employees to know each other
personally.
 Avoidance of blame game at work.
 Discouraging cliques at work for people who share common interests at work tasks.
This is to ensure that there is no isolation of some employees at work.
 Having the ability to solve problems and conflicts among the employees. This is by
discussing trust issues.
5.2 Key performance indicators are identified and new targets set based on the
expected outcome
Key performance indicators
Key performance indicators are critical indicators of progress towards achievement of
objectives and goals. Leading indicators are precursors of future and are used to predict
the future. A good KPI have the following characteristics should be available and
measurable, relevant, useful, highly impact and timely.
Examples of key performance indicators include:
1. Number of customers retained in an organization.
2. Market share percentage.
3. Net promotion score.
4. Resolution time for support.
5. Operational cash flows.
6. Growth in organizational revenue.
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5.3 Alternatives for achieving the targets are explored and opportunities for
improvement set
For an organization to achieve its goals and objectives, various alternatives need to be
explored in order to achieve the targets.
Some of the alternatives include:
 Setting of SMART goals and objectives. The goals should enhance specific,
measurable, achievable, and realistic and be time bound.
 Working backwards to figure out how to achieve goals. This is done by
beginning with some goals in the middle of the process.
 Focusing on changing organizational habits on the side of employees’ conduct
in behaviour.
 Setting lifelong goals.
 Having ways of solving problems in an organization.
5.4 Commitment to change is secured from administrative services personnel as

per the organization practices
Ways in which an organization and employees are committed to change.
 Formulation of goals and objectives: an organization shows its commitment to
change by varying down specific goals and objectives that guide employees on
the way forward.
 Making strategies on the way forward: the manager does this by involving the
employees in making organization plans and coming up with a firm decision.
 Working in unison at work: employees should work together as a team.
 Getting middle managers on board: an organization should have the manager
delegating duties accordingly so that the delegate can have power to order on
the line of duty given to them.
 Enhancement of honest communication: the leaders should work together to
ensure they communicate effectively.
 Being open to new changes: managers should be open to new changes and not
being rigid on changes.
 Involving employees in decision making: managers should involve employees
in decision making so that they can give their opinions.
5.5 Coaching program is implemented as per the SOPs
Organizational coaching
Organizational coaching looks forward at enhancing a systematic transformation and
positivity within organizations.
Importance/purpose of coaching
 Helps the organization achieve its objectives and goals.
 Enhances leadership capability.
 Create a positive organization culture.
 It enhances development of employees in the organization.
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 It leads to increase in self-esteem of employees.
 Helps employees acquire new skills and knowledge.
Coaching involves use of behaviors used as a means of communicating, influencing
and managing employees in an organization.
When coaching is employed in an organization, it encourages team work in the job
environment.
Note: Managers should encourage coaching in their organizations to encourage
intelligence of their organizations. It also helps managers to come up with new
approaches for their organization with the changing world of internet. This is by
working hand in hand with their employees to discover new ways of operating in their
line of duty.
The team leader selected in coaching other employees should have knowledge and
skills in the area of coaching. Also, he/she should use power, authority and influence
the employees.
5.6 Administrative services personnel performance is evaluated as per the set

targets
Significance of evaluation of personnel performance
 In an organization, evaluation is done on the administrative services personnel so
as to gauge their performance.
 There is need for performance evaluation whereby it gives an opportunity to both
the employee and supervisor to encourage and support work being done.
 Evaluation also helps the supervisor to set goals and objectives in the future.
 It is through evaluation that organizational plans are made to have successful
operation in the organization.
 In evaluation, performance tools are used by the supervisor to manage the tough
issues.
 Supervisors can develop ability of how to manage employees’ performance. This is
by getting involved in a variety of performance management training opportunities.
Note: Performance evaluation is done after the supervisor has collected information
about the employee’s performance in their line of duty.
What follows is the drafting of an evaluation document for employee performance. The
meeting is the last step in performance evaluation. At this stage, the supervisor makes
a review on employee’s performance in accordance to established program.
Factors contributing to effective evaluation

1. Creating a conducive environment for employees to get involved in the
conversation.
2. Enhancing employee’s growth and development through giving them support.
3. Making of observation of employees’ job performance in the evaluation period.
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5.7 Report is prepared and feedback provided to the administrative services
personnel based on their performance
Once monitoring and evaluation has been done on employees’ performance, the
supervisor is expected to prepare a report based on observation and analysis made on
performance of employees (Sliglitz et al., 2017)
Importance of report on the employee’s performance to the employee and

organization
a) Importance to employees
i) An employee is able to acquire new skills and knowledge in the area of
specialization.
ii) The employee is able to gauge how he/she performs his/her duties.
iii) Enables an employee to plan in the line of duties.
iv) Enables an employee to make analysis on performance as far as job duties are
concerned.
b) Importance to an organization
i) Leads to improved productivity in the organization. The organization increases
its productivity since employees are enlightened on their weaknesses and
strengths. The supervisor advices them on how to improve on their weaknesses.
ii) Reduces staff turnover. Due to job satisfaction that comes with motivation of
employees through reports given to them based on their performance.
iii) The supervisors are able to analyze the progress of the organization based on
the obtained results.
iv) It helps the organization to keep track of the organization performance and
growth.
v) Helps in strategic planning of an organization based on the obtained results.
vi) The supervisors are able to identify weaknesses and strengths of their
employees.
Conclusion
This learning outcome has informed the coaching procedures and how key performance
indicators in office administration. This is to enhance the spirit of togetherness and
unity in the job environment. Coaching enhances increased productivity (Dahling et al.,
2016).
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Further Reading
1. Dahling, J.J., Taylor, S.R., Chau, S.L., & Dulight, S.A. (2016). Does coaching
matter? A multilevel model linking managerial coaching skills and frequency to save
goal attainment. Personnel psychology 69(4), 863 – 894.
2. Stiglitz, J.E., Sen., A, & Fitoussi, J.P. (2017). Report by the commission on the
measurement of economic performance and social progress.
Written assessment
1. The following are involved in coaching process in an organization. Which one is not?
a) Creation of mutual trust among employees.
b) Teaching employees on their duties.
c) Identification of key performance indicators.
d) Setting of targets based on organizational objectives.
2. The following are ways of building trust with employees at workplace except?
a) Avoiding putting blame on each other as employees.
b) Discouraging isolation of some employees by other employees.
c) Manager being in a position to solve problems.
d) Enhancing ineffective communication.
3. Which statement is false from the listed statements?
a) Performance indicators are not precursors.
b) Performance indicators are indicators of progress in n organization.
c) Performance indicators in prediction of the future of an organization.
d) Increased customer retention in an organization is a key indicator of
performance.
4. Among the following, which one is not an alternative for achievement of targets in
an organization?
a) Setting of lifelong goals in an organization.
b) Firing of employees in an organization.
c) Ability of supervisors to solve problems in their work.
d) Being ready for organizational changes depending on trends.
5. Organizational goals should be SMART. Which one does not fit to the above
statement?
a) Attainable.
b) Measurable.
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c) Time consuming.
d) Specific.
6. The following are ways in which an organization shows commitment to change,

except?
a) Enhancing strategic management.
b) Development of goals and objectives in an organization.
c) Being rigid to changes.
d) Enhancement of employee’s participation in decision making process
7. Which one is not an importance of coaching in an organization?

a) Leads to attainment of organization goals.
b) Foster a positive organization culture.
c) Raises self-esteem of employees.
d) Gives room for hiring of employees.
8. Among the following, which one is not an importance of evaluation in an

organization?
a) Used in setting of goals and objectives within an organization.
b) Enhances planning in an organization.
c) Evaluation is done at leisure time.
d) Used to measure employees’ performance at work.
9. State the significance of coaching in an organization.

10. List down five importance to an organization.
11. Explain why employees should be given a performance report.
Oral Assessment
1. What do we mean by the term administrative in an organization?
2. Define the term performance indicator.
1. Form groups of three and practically demonstrate some of the stages involved in an
organizational coaching process.
2. Identify the key performance indicators in an organization near your school.

 Stationery
13.3.6.5 References
485
Dahling, J.J., Taylor, S.R., Chau, S.L., & Dulight, S.A. (2016). Does coaching matter?
A multilevel model linking managerial coaching skills and frequency to save goal
attainment. Personnel psychology 69(4), 863 – 894.
Stiglitz, J.E., Sen., A, & Fitoussi, J.P. (2017). Report by the commission on the
measurement of economic performance and social progress.
486

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REPUBLIC OF KENYA

PRINCIPAL SECRETARY, VOCATIONAL AND TECHNICAL TRAINING

TVET has a responsibility of facilitating the process of inculcating knowledge, skills

The TVET Curriculum Development, Assessment and Certification Council (TVET

Prof. CHARLES M. M. ONDIEKI, PhD, FIET (K), Con. Eng Tech.

DR. LAWRENCE GUANTAI M’ITONGA, PhD

1.1. Background Information

Office administration is the system of arranging, sorting out, organizing and

This learning guide consists of interactive learning activities, content, further

1.2. The Purpose of Developing the Learning Guide

1.3. Layout of the Trainee Guide

Table 1: Summary of Core Units of Competencies

Unit of Learning Unit of Learning Title Durati Credit

The critical aspects to be covered include applying principles of shorthand and

2.2. Performance Standard

2.3. Learning Outcomes

1.1 Familiarize with shorthand principles Activities may be

2.3.2.2. Information Sheet No. 2/ LO1: Consolidating Shorthand and Writing

Definition of Key Terms

Halving for ‘t’ only

Position of half-length strokes (forms)

Doubling of straight strokes

Has an initial circle e.g.

1.2. Shorthand Symbols are identified

Intersections: An intersection is a stroke written through a word to represent a

Tl Suggested intersection, based on the common longhand

telephone message, answer the telephone, telephone

Short forms are omitted in the following manner:

Prefix and Suffixes

1.4. Dictation is established

Demonstration from a web page

1.5. Speed Reading from Plates and Own Notes is established

Ways of increasing speed reading

Methods to boost your reading speed:

The tracker and pacer method

The scanning/previewing method

1.6 Transcription is established

Steps of transcribing a passage

B. W. Canning Pitman 2000: Dictation Practice Workbook. Pt.2 (Pitman 2000

2. Suffixing is represented by a dot at the....................... Of a word.

4. Name the suffix which is represented by joined or disjoined 'SH'

6. Using examples, explain what an intersection is in shorthand

7. Discuss five methods used in speed reading from written plates

2.1 Acquire vocabulary from different sources Activities

2.3.3.2. Information Sheet No. 2/ LO2: Developing Vocabulary Extensions

Definition of Key Terms

Ways in which vocabulary acquisition manifests itself

Intersections: These are subsections or parts of a sentence that is joined together to

Sentences: A sentence is a group of words that form/make a meaning. When

2.3 New outline is drilled

2.4 Speed Reading from Own Notes is Done

Importance of shorthand notes

Ways in which skills of shorthand enhance organization productivity

2.7 Shorthand Notes are Printed

3.1 Identify correct outlines and mailable work. Activities

2.3.4.2 Information Sheet No. 2/ LO3: Taking Shorthand Dictation

Definition of Key Terms

Sentences: A group of words joined together to make meaning.

Transcription: A written text based on a recording or notes. It can also refer to a

Outline: A summary of important or key points of a text.

Shorthand dictionary: A dictionary that has a streamlined way of removing

Some of the benefits of outlines in content creation include:

How to brainstorm the content outline