2

PREFACE

This textbook has been written to cater for the revised Office Technology syllabus Year 10 to be
trialed in Fiji secondary school in 2018. It is hoped that this book will be useful in implementing
the syllabus but it should be understood that it is not the syllabus. The syllabus is the
framework for the teacher to follow while this text book is a resource for the student.
Therefore departure to other resource materials for more information is acceptable.

It is anticipated that this book will minimize the amount of time for teachers in lesson
preparation and more time will be devoted to actual classroom learning and teaching.

There may be variety of opinion about the content of the chapters but for the beginner it is the
best which gives them the time and opportunity to become familiar with the basics before
pursuing further into the field of study in greater detail at upper secondary level.

MINISTRY OF EDUCATION
SUVA
FIJI ISLANDS
Revised January 2018
 3

ACKNOWLEDGMENT

This textbook for Year 10 Office Technology has been revised by the Office Technology Section
of the Technology Education Skills and Training [TEST] Section of the Ministry of Education.

It was written and compiled by the Year 10 textbook writer’s panel comprising of the following
teachers:

1. Ms Kereni Misiki St Joseph’s Secondary School

2. Ms Asilika Nabure Tailevu North College

3. Mrs Prakash Prasad DAV College

A special thanks to the Computer Studies teacher, Mr Nirish Singh for all the graphic designs put
forward towards the completion of this textbook.

This publication has been made possible through the support and assistance provided by the
Senior Education Officer Office Technology Mrs Seruwaia Raile, Principal Education Officer TEST
Mrs Makelesi Driu, Director TEST Ms Alumeci S Tuisawau and all the Subject Advisors of the
TEST Section of the Ministry of Education.

Above all, the TEST staff and the family members of the writers are acknowledged for their
patience and wholehearted support.

Every effort has been made to acknowledge all copyright.

Copyright © January 2018

All Rights Reserved.

No part of this publication may be reproduced, stored in a
retrieval system, or transmitted, in any form or means,
electronic, mechanical, photocopying, recoding or
otherwise, without the permission of the
Technology Education Skills and
Training Section of Ministry
of Education, Fiji.
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CONTENTS

CHAPTER TOPIC PAGE

1 Modern Office 5

2 Spreadsheet 22

3 Use of internet 43

4 Integrating text and graphics 53

5 Business Environment 64

6 Reception Area 73

7 Interpersonal Communication 84

Glossaries 92

References 94
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CHAPTER 1
MODERN OFFICE
LEARING OUTCOME OT 10.1.1.1:

By the end of this chapter the students will be able to recognize the changes in the modern
office and state ways to conserve the office environment from the impacts of climate change.

Introduction

The complexities of business activities are increasing day-by-day. With the spectacular
developments and advances in the fields of science and technology the manufacturing
techniques have undergone a rapid change. The economies of large-scale production have
brought into being a number of multinational business organisations. The ever-widening
markets also pose a challenge by themselves. The complexities of legal provisions (of industrial
and business legislation), which are subject to constant change, to achieve social objectives,
also require more than adequate attention. Moreover, modern management has to take care
of the new emerging human relations in business. All these problems can be satisfactorily
tackled only when adequate information is available. Information is required by all the
members of an enterprise. An efficient and effective organisation and management must
possess all the information it needs to enable it to come to a variety of decisions. To retain
information, to analyse it and furnish it for the management, are the basic functions of a
modern office. So much so that the phrase ‘Information Management’ has gained currency in
preference to the older one ‘Office Management’. The reason is that Information Management
connotes more precisely the activities performed by a modern office.

A modern office has up-to-date computers and office equipment and may also have furniture
that is ergonomic in design.

Components of a modern office

These are four components of an office:

 People: This included the workers, who organize, communicate, solve problems and
perform other numerous functions.
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 Tools: These include computers, word processors, facsimile, cash registers, furniture
and other equipment.

 Records/Data: These are created, collected, calculated, analyzed, sorted, reproduced,

retrieved and used in a variety of ways e.g. Letters, memo, reports etc.

 Other Resources: This includes the management of time, money, office, space and
office supplies. Time and money must be managed well.
 7

Ergonomic furniture

Maximize efficiency of office layout and work flow

In order to operate well-planned and organized procedures, your work station and your office
will need to be well designed. Examples of good design are:

 Flexible office layout (in the event of growth of the business or changing circumstances)
 Convenient arrangement of furniture and equipment to allow effective work flow
 Accessibility of documents and equipment
 Privacy (which may be required for managers to interview staff or clients)

Areas that are interrelated in their business functions places near one another to allow easier
interpersonal relationships and better communication

Modern Office Equipment used in an office

The work you perform in your office will depend on your position in the organization and the
size and type of business of that organization. To carry out the operations allocated to you that
support the functions of the office, you will need to be trained in the three areas of
communicating information in a workplace:

i) operating office equipment correctly in order to: FACSIMILE MACHINE

 photocopy documents
 use the telephone system
 bind documents
 use the computers/word processors
 handle, process and retrieve documents
 8

MULTIFUNCTION COPIER/
PHOTOCOPIER FOR BUSINESS MODERN TELEPHONE DESKTOP PC
WITH FAX

PRINTER MOBILE TELEPHONE BINDING MACHINE

ii) understand the process involved in organizational procedures

which included:
 identify and solving problems
 implementing the correction solutions
 completing forms
 making out invoices
 ordering of supplies

iii) communicating effectively within the office and customers and suppliers which require
you to:
 know the hierarchical structure of the organization
 know who is responsible for which section of the business
 know the products and services of your organization
 know the methods of using verbal and non-communications
 know how to handle difficult customers
 organise meetings/travel arrangements
 9

Workplace Communication Procedures

The main function of a business is the manufacture of specific goods or the supply of specific
services

An organisation is a planned arrangement of operations.

To achieve the smooth flowing operation of everyday tasks,
preparation is required. All employees are doing what they
are qualified and trained to do in order to achieve their own
goals and of the business.

Office Equipment and Workflow

Procedures should flow in the most effective way.

Improved Work Flow is Established By:
 investigating the system as it presently exist
 making required changes to it.

Methods of Improving Work Flow:

 Office Layout Chart:
Shows the location of office workers and the way work moves from person to person

Example of an office layout chart:

https://conceptdraw.com

 Flow Process Chart:

These shows the operations and the steps that are taken to complete one particular task
e.g. filing – how many steps you follow to complete filing.
 10

Example of a flow process chart:

https://www.rff.com/order_processing_opportunity_flowchart.png

Rules of better workflow

 Avoid: criss-crossing and backtracking

 Remember: once around and out
 Follow a circular route of least distance

OFFICE EQUIPMENT
Telephone System Features
Versatile and reliable communication is at the heart of every modern business’ infrastructure,
and one of the most vital communication tools for any company is an effective telephone
system.
In order to keep up with wider digital developments the office telephone is now a very
sophisticated device, with features that extend far beyond the capabilities of the traditional
single purpose telephone.
 11

The key features of contemporary phone systems are very useful tools that can aid the
productivity of any business. Introducing some of these features to your workforce can result in
benefits far beyond better sound quality.

These are various machines which are used to run a business. The machines are used for
communication, document processing, document reproduction, collating, etc.
Such machines are also used by various workers to complete their daily work efficiently.
Each organization use various equipment to suit the type of service provided or products
manufactured.

Office equipment consists of stationery as well as the machines present in the office. Stationery
are the products that used daily by the employees like staplers, gum, notebook, pins, pen, clip,
markers etc. whereas, machines are the big costly instruments used by employees like Xerox
machine, printer, scanner, pen drive, monitor, computer, table, chair etc.

Importance of obtaining the right equipment

There are many things to consider before ordering new equipment.

 Make sure you are obtaining the correct machine for the job.
 When the right equipment is bought this will contribute:
 To saving costs
 To improving efficiency
 To improving client service
 To keep up with the competition

EQUIPMENT USED FOR COMMUNICATION

The following office equipment is used for communicating business matters to the
customers/clients.

 Computer
 Telephone
 Facsimile

NAME OF EQUIPMENT FEATURES FUNCTION

Computer
A computer is an electronic
device that manipulates
information, or “data”.
It has a system unit, monitor, It has the ability to store,
speaker, mouse, screen, retrieve, and process data.
microphone, keyboard,
scanner, and modem. You can use a computer to
type documents, send email,
 12

Your PC (Personal Computer) and browse the internet. You

is a system, consisting of can also use it to handle
many components such as spreadsheets, accounting,
monitor, keyboard, mouse, database management,
system unit, speaker, presentations, games, and
modem, scanner, etc. many more.

Telephone  headset  Give information about

Is a communication device
used between two people in
two different locations
(anywhere in the world now
– thanks to satellite phones)
 handset the organization.
 keypad  Schedule an
 transfer call button appointment.
 mute button  Answer a question to
 speaker button customers/clients and
 conference button workmates.
 Give directions on how to
get to your site.
 Refer someone to
specialized personnel.
 Handle a complaint.

Facsimile Machine  Scan features

A fax machine allows
documents to be transferred
between people by using a
telephone line.
 Print features Printing speed (typically
 Copy features given in pages per minute or
ppm)

Cleaning a computer

Always ensure to use the right technique, and material for cleaning the computer.

Computer Maintenance

To extend its life you must maintain a good environment

 Place computer at room temperature.

 Keep computer away from liquid
 Arrange desks and chairs tidily
 Allow space for movement
 Avoid positioning it too close to an open window.
 If very cold temperatures always wipe the computer
 DO NOT EXPOSE TO EXTREME HEAT.
 13

Cleaning the telephone

A soft cloth and water is recommended along with Phone-Cleaner Wipes.

 The phone body: Moisten a cloth with the cleaning product and wipe the surface of the
telephone. For hard-to-reach spots, such as the spaces between raised numbers, use
cotton swabs wrapped in Phone Cleaner wipes. Be careful not to get any liquid near the
hook switch speaker, or other openings.

 The handset: wipe the surface of the handset with the cleaning wipes as since this is the
part of the phone that touches your face, it is important to disinfect it.

 To clean a dirty cord, remove it from the phone, and dampen a cloth with water and a
few drops of mild dishwashing liquid. Rub the cord down with the cloth, and dry with a
second cloth. Make sure the cord is absolutely dry before you reattach it to the phone.

Fax Machine Maintenance

 You can help reduce paper jams in your unit by fanning the paper by hand before
putting it into the fax machine or copier.
 Clearing paper jam
 Switch off the machine

Various programmes are used by business to suit the type of work they serve to their
customers/clients.

Printers

In computing, a printer is a peripheral which produces a

representation of an electronic document on physical media such as
paper or transparency physical media such as paper or transparency
film.
Functions
 produce high volumes of printouts quickly
 produce printouts in a choice of either black and white or color
 produce double-sided printouts
 produced collated printouts
 staple the finished printouts into ready-made sets.
 14

NAME OF EQUIPMENT FEATURES FUNCTIONS

DIGITAL ANSWERING
MACHINE
for answering telephones and
recording callers’ messages.
 headset and handset
 keypad Receives and record telephone
 40 minutes of record time messages when the office is
closed or when personnel are
busy.

Switchboard  transfer call button

A switchboard is a device that  mute and speaker button
Receives and holds calls while it
connects many telephone
is being transferred to the
lines and can also be used to
extensions that are available in
connect the lines in a
the system
connection outside.

NAME OF THE FEATURES FUNCTION

EQUIPMENT
LAMINATING MACHINE Available in large sizes that are Protects ID card to poster size
optimal for schools or businesses products.
To encase important or as well as smaller and even
frequently used portable versions for use at home Protect paper based
documents in a plastic and in small offices. documents that are frequently
often transparent or Safer and easier to use used or that need to be
translucent cover retained for a long time.

MAINTENANCE OF LAMINATING MACHINE Keep it clean so that dust and grit don’t get inside:
External cleaning: turn the machine off and unplug it. Let it cool off for twenty minutes or so.
Use a damp cloth to wipe the dust. MACHINES THAT ARE USED FOR PRODUCING DUPLICATES
OF DOCUMENTS

NAME OF EQUIPMENT FEATURES FUNCTIONS

Produces multiple
Platen glass and glass cover
duplicate copies of
Paper tray or paper cassette
documents, pictures.
Copy or output tray
etc.
Feeder and paper guides
Photocopying Machine Original tray
 15

MACHINES THAT ARE USED FOR PRESENTATIONS

MULTIMEDIA PROJECTORS

NAME OF EQUIPMENT FEATURES FUNCTION

MULTIMEDIA PROJECTORS
Used in presentations and can
be used for function,
classroom instruction or
enjoyment of films and
television at home.
 Metal box with
mirrors, lenses and a
bright light
 Weight-portable
 Resolution and lenses
The bright light from a bulb
reflects on the Fresnel lens inside
the overhead.
The light then bounces to a
reflecting mirror under a stage
where you set the overhead
transparency.

MAINTENANCE OF MULTIMEDIA PROJECTORS

 Regular cleaning of the projector to prevent dust.

 Use the proper cleaning techniques to prevent accidental damage of the projector

ITEMS YOU WILL NEED

Microfiber cloths, small handheld brush and water or specialized cleaning solution.

MACHINES THAT ARE USED FOR DESTROYING OFFICIAL DOCUMENTS

NAME OF THE FEATURES FUNCTION
EQUIPMENT
It contains sharp blades. It destroys documents and files which
SHREDDERS contains confidential matters.

Ability to cut papers in very fine strips,

for which contents or written materials
are made invisible.

MAINTENANCE OF SHREDDERS

 Turn on your shredder and let it run for the three seconds to circulate the oil/lubricant
 Open your shredder’s waste bin and dump the contents into a trash bag.
 16

EFFECTS OF CLIMATE CHANGE IN AN OFFICE

Green office
Green office is a practical environment management system for offices. It helps you to reduce
the ecological footprint and greenhouse gas emissions of your office.

Green office is suited to all sizes of offices and all kinds of organisations, whether they are in
the private or public sector. Even small actions can make a difference if enough people are
involved.

Office premises hold a key position in energy consumption and in environmentally sustainable
working methods and solutions. Green office motivates your office staff to act in an
environmentally friendly way in everyday tasks. And because the scheme also improves
environmental awareness and creates savings, it benefits your company as well as the
environment.

Reasons to become a green office

1. Save money by reducing electricity and paper consumption in everyday office tasks.
2. Act against climate change by reducing emissions of your office.
3. Get ready made tools which help you to implement the environmental management
system.
4. Common goal engages in environmental work and helps to create a team spirit amongst
your colleagues.
5. Green office helps you to communicate your organisation’s value.
6. Get measurable results quickly.

Use equipment in a way that minimizes waste

 All businesses can take action to reduce the amount of waste they produce as waste costs
the business money to dispose of (more waste equals less profit) and it ultimately harms
the environment.
 17

Examples of waste when using office equipment

Printer waste
 Next to your printer at work, you are likely to find a waste paper box. This is because
printers at work generate a lot of waste paper.

Photocopier waste
 Similarly, photocopiers also generate large amounts of paper waste. Waste can occur for a
variety of reasons. For example, users may:
 Place the original paper to be copied on to the glass the wrong way round
 Forget to set the size of printout to A3 instead of the default A4
 Select 100 copies instead of 10 and only realize after they have seen the first 50 sheets
come flying out of the copier

Computer waste
 Computers at work are a large drain on electricity, which is a huge waste if they are left on
when they are not being used. Wasted power means additional costs to the business – this
is money which could be better channeled into worthwhile investments which will provide
a return (give something back) to the business.
 Waste power also means increased carbon emissions into the atmosphere – which is bad
for our planet.

Ways to reduce waste

The main types of waste produced by office equipment include:
 Paper
 Ink
 Toner
 Electricity
 Every member of staff can take action to reduce the waste which they produce while using
office equipment.

Reducing paper waste

 You can reduce paper waste by limiting the quantity of paper loaded into printers and
copiers to the amount that will be used each day.
 Paper left in the machines for longer than this tends to become damp and is often thrown
away.
 Probably the single largest source of waste paper results from user error, where the job has
not been set up correctly before running it.
 Before printing or copying jobs that require more than five sheets of paper, you should print
a test page to check the setting are correct.

Reducing waste ink and toner

 Ink and toner are used up each time you print or photocopy a document.
 Therefore, only print and copy essential documents.
 18

Reducing waste electricity

 Electricity is being used up all the time any electrical is turned on. Leaving equipment
running when nobody is using it, especially overnight, is wasteful.
 Many types of electrical equipment have power-saving modes which can be set to activate
soon as a machine is idle for any length of time.
 Computer monitors should always be turned off at the end of the day as they use a large
amount of energy.

ENERGY SAVING FLUORESCENT ENERGY SAVING LIGHT BULBS

TUBE LIGHTS

The purpose of leaving equipment ready for the next user.

Whenever you finish using office equipment it is important that you leave the work area exactly
as you found it. This means:

 Not leaving any mess around

 Not leaving the work area in such a way that someone else has to clear up after you before
they can begin using the equipment
 Taking care to tidy away after you is a necessary part of working with others and sharing the
equipment
 If everyone simply left their work lying around, it would not be long before the whole office
was totally unusable
 Remember when you work alongside others in an office environment and share equipment
you need to show
 Care
 Attention
 Respect for others
 A neat and tidy approach.

Conservation of the environment

A vital part of office procedures is to try to conserve as many natural resources as possible to
help preserve our environment. Some ways in which you could help are as follows:

 Switch off light and power when it is not required.

 Recycle paper in the following ways:

o Reuse envelopes wherever possible
o Use internal envelopes, which can be readdressed up to forty times
o Place any used or damaged paper in recycling bins
 19

o Reuse manila folders from dead files in the filing system

o Cut paper from dead files into squares and use these for taking notes.

 Take your own cup to work in order to avoid using plastic or polystyrene cups, which are not
biodegradable.

Biodegradable waste products naturally decompose and do not cause an environmental

problem. Goods made of plastic (such as disposable pens) will not decompose for decades, and
will cause problems for future generations.

5R Concept for Waste Management

The popular and well-known concept of "5R" refers to reduce, reuse, recycle, recover
(resource generation) and refuse, particularly in the context of production and consumption. It
calls for an increase in the ratio of recyclable materials, reuse of raw materials and
manufacturing wastes, and overall reduction in resources and energy used. These ideas are
applied to the entire lifecycles of products and services - from design and extraction of raw
materials to transport, manufacture, use, dismantling/reuse and disposal.

The concept originated from the 3R which everyone is aware about; it stands for reduce, reuse
and recycle.

3R – Reduce, Reuse and Recycle

5R – Reduce, Reuse, Recycle, Recover and Refuse

Aim of 5R

The aim of the waste hierarchy is to extract the maximum practical benefits from products and to
generate the minimum amount of waste. The 5Rs foster cooperation among waste generators,
waste collectors, processors and manufacturers. Recycling allows for production and
consumption with reduced depletion of natural resources and energy, and can reduce the negative
impact on the environmental system (air, water and soil).
 20

“5R” Concept

Practically speaking the 5R should be in following sequence;

 Refuse - avoid purchase

 Reduce - reduce waste material
 Reuse - reuse waste material without processing
 Recycle - reuse materials as resources
 Recover - recover materials in a different form

Why “5R” Concept ???

The basic question that obviously comes to your mind should be that why we need to implement
5R in our life.

 It will reducing the waste to be disposed of in landfills

 It will help in avoiding the deterioration of environment
 Saving energy and natural resources
 Creating livelihoods by recyclable collection
 Wealth recovery by recycling and recovery of energy, etc
 Reduce the disease burden as waste will not be discarded here and there; thus provide
clean environment

ACTIVITY 1

Describe the features and functions of the following office machines:

1. facsimile machine
2. photocopier machine
3. binding machine
4. office telephone
5. printer
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ACTIVITY 2

Study the article below and answer the questions that follow:

Book binding machines are a great way to bind presentations, booklets, reports and more.

Binding machines vary in design from comb, wire and coil binding to thermal, perfect and tape
binding machines. We have the right office machine for you.

We strive to be the source for all of your office equipment needs. We also carry audio/visual
carts, money handling equipment and mail tabbing equipment. If there is something your
organization needs that you can’t find on our site, don’t hesitate to call and ask if we can find
it for you.

Book Binding Machines, Book Binding Supplies, Book Binding Covers, Booklet Makers, Padding
Equipment, Staplers/Switchers.
Miscellaneous Office Machines

Audio/Visual Carts, Collators, Display Racks, Money Handling, Presentation Equipment, Mail
Tabbing Machines, Paper Handling.

Heavenly Office has the right office machine for you!

Answer the following questions

1. What is the name of the office equipment company?

2. What kind of product is offered to customers?

3. List some office equipment that is offered by the company.

4. What products are offered in the book binding machines and office supplies?

5. What products are offered in the miscellaneous machines?

6. What are the binding machines used for?

7. Which is the most suitable way to contact the supplier?

 22

CHAPTER 2
SPREADSHEET

LEARING OUTCOME OT 10.2.1.1:

By the end of this chapter the students will be able to demonstrate

Knowledge of the use of Microsoft Excel to perform basic calculations.

Introduction

Microsoft Excel is a spreadsheet program that is used to record and analyse numerical data. Think of
a spreadsheet as a collection of columns and rows that form a table. Alphabetical letters are usually
assigned to columns and numbers are usually assigned to rows. The point where a column and a row
meet is called a cell. The address of a cell is given by the letter representing the column and the
number representing a row.

Features of a spreadsheet

 A spreadsheet is divided into columns and rows which enable data to be organized in a systematic
manner.
 The columns and rows create cells that are used to store data.
 Each cell has a cell address or cell reference E.g. C9.

Term Description
Cell An intersection of a row and column

Active Cell Cell that you are currently in

Label Describes the contents of rows and columns (text)

Value A number used for calculation

Worksheet Is a rectangular grid of rows and columns

 23

Functions of a spreadsheet
A spreadsheet can be used for:
 list, sort and filter data
 make calculation with functions
 link data from one sheet of file to another

Ways that a spread sheet can help students:

A spreadsheet
 is a quick way of completing calculation.
 is accurate. If you enter correct details you get right answers.
 is neat and tidy. It is a good way of presenting your work.
 can be checked and corrected.
 automatically recalculates values if changes are made.

Spreadsheet Structure

Name Column
Box Formula Bar

Label
Value

Row
Worksheet

Active cell
Worksheet tab
 24

Spreadsheet window has all the typical windows features, including a menu bar, tool bar and
working area.

Creating a Spreadsheet

To start Excel from the Windows Start menu, choose

Start→ All Programs→ Microsoft Office→ Microsoft Excel 2010.

A new, blank workbook appears, ready for you to enter data.

 25

Entering Labels and Values:

1. Select the cell to which you are going to enter either the label or value with a pointer.
2. Type labels or values in the cells, this will appear on the formula bar.
3. Press delete key to clear mistakes

Example:

Labels

Values

Calculations

Excel can be used to find totals for a column or row of numbers or perform calculations. Excel
does this by using formulas. A formula performs calculations on the data in your worksheet.

Formulas tell the computer to work out the answer to a calculation. This means that you enter
the figures you want the computer to calculate and it will show the answer.
If you make a mistake you can change what you have entered in any cell in the spreadsheet and
the computer will automatically recalculate.
A formula always starts with an equal sign (=), which can be followed by numbers, math
operators (like a + or - sign for addition or subtraction).
The four main operators are:

Action Operator Symbol

Add plus sign +
Subtract minus sign −
Multiply asterisk *
Divide forward slash /
 26

Starting a formula

ALL FORMULAS & FUNCTIONS START WITH AN EQUAL SIGN

Adding two numbers:

Step 1
 Select the cell where you want the formula to be.
 Type an equal sign.

Step 1

Step 2
 Select the cell in which the first value you want to be calculated is located.

Step 2

Step 3
 Enter + (add) operator.

Step 3
 27

Step 4
Select the second value

Step 4

Step 5
Press Enter. The answer will appear in cell where the formula was entered.

Step 5

Subtracting two numbers:

Step 1
 Select the cell where you want the formula to be.
 Type an equal sign.

Step 2
 Select the cell in which the first value you want to be calculated is located.
 28

Step 3
 Enter - (subtraction) operator.
Step 4
 Select the second value
Step 5
 Press Enter. The answer will appear in cell where the formula was entered.

Note:
The same steps for addition and subtraction can be followed when multiplying or dividing two
numbers but only changing the operators.

Functions

A function is a predefined formula that performs calculations using specific values in a

particular order. One of the key benefits of functions is that they can save you time
because you do not have to write the formula yourself. Excel has hundreds of functions to
assist with your calculations.

To use these functions correctly, you need to understand the different parts of a
function and how to create arguments in functions to calculate values and cell references.

Equal = SUM (B2: B10)

Sign Argument
Function
 29

Common types of functions are:

Function Description
AVERAGE Calculates the average
SUM Adds the values
COUNT Count the cells in the range
RANK Ranks the cells in terms of their position

Average

Finding the average of an Office Technology Test. Type in the data as displayed

Step 1
 Select the cell C11 where the answer is to be displayed.
 Type an equal sign.
Step 2
 Type AVERAGE after the = sign ( while typing autocomplete will display a list of functions ,
select AVERAGE)
Step 3
 Type open bracket sign (
Step 4
 Select the cells you are going to calculate (C3 to C10)
 30

Step 5
Type close bracket sign )
Step 6
Press Enter

SUM

It means adding together a set of numbers.

The mathematical symbol for sum is . ∑
You can use it to quickly add up a column or row of numbers.

Example:
To add up the total (SUM) of all types of traffic:

1. Select the cell where the answer is to be displayed (B9)

2. Click on the SUM button ∑

(Cell references of the cells to be added are displayed)

Cell references of the

cells to be added
 31

3. Press Enter

Answer

PERCENTAGE

The different percentage calculation types are:

Percentage of a number E.g. What is 25% of 50?

E.g. if, out of 120 questions, you answer 90 correctly, how is this
Percentage as a portion
expressed as a percentage score?

E.g. if your sales figures are $1,250 in January and $1,750 in

Percentage change February, what is the percentage increase in February, compared
to January?

How to Calculate a Percentage of a Number

If you want to calculate a percentage of a number in Excel, simply multiply the percentage value
by the number that you want the percentage of.

For example, if you want to calculate 25% of 50,

Multiply 25% by 50. In cell B5 type =, select 25%, type *, select 50

 32

Formula

Press Enter and the result 12.5 will be displayed

How to Calculate a Percentage as a Proportion

If you want to calculate percentage as a proportion, that is calculate the size of a sample, as a
percentage of a full set, simply divide the sample size by the size of the full set.

For example, if you take an exam and answer 90 out of 120 questions correctly, what is the
percentage of correct answers?

The percentage score is calculated by simply dividing 90 by 120. Type =, select 90,type / and select 120
in cell C4

Press Enter and result displayed will be 0.75, or 75%.

 33

How to Calculate Percentage Change

If you want to calculate the percentage change between value a and value b, this is done using
the formula: percentage change = ( b - a ) / a

For example if a soccer team scores 16 goals in season 1 and 20 goals in season 2

The percentage change in season 2, compared to season 1, is given by the formula: = ( 20 - 16 ) / 16. In
cell C4 type = , type (, select 20, type - , select 16, type ), type /, select C2

Press Enter and result displayed will be 0.25, or 25%

In modern spreadsheet packages, percentage values can be entered

Enter a number followed by the percentage sign
For example: 50%; 17.5%

Older packages may not be able to complete the calculation if you use a percentage sign. In this case
you will need to use a decimal instead. For example:

50% = 0.5

5% = 0.05

17.5% = 0.175
 34

What you have to do

Copy the examples given on this page into a spreadsheet package.
Create a spreadsheet to keep account of how you spend your pocket money each week. Calculate how
much you spend and how much is left over. How can you extend the spreadsheet for further weeks?
Save and print out your spreadsheets. Keep your work in your OT folder.

Some pupils were monitoring traffic on the busy road in front of their school. Here are the numbers they
counted during their lunch hour.

To add up the total (SUM) of all types of traffic:

Select the cell where the answer goes (B9)
Click on the SUM button
Make sure that the dotted line encloses the cells you want to add together (click and drag, if done, click
on the tick)

Formatting values

Percentage:
To get the result shown as a percentage, it is necessary to set the cell containing the result to
have percentage formatting.
The easiest way to apply percentage formatting is to select the cell to be formatted and then click on the
percentage button within the 'Number' group on the Home tab of the Excel ribbon (see below)
or select the values you want to change to percentage, right click on the values, select format cells from
the format cells dialogue box ,select category, select percentage.
 35

Currency:
Currency means money. To enter money value, type a dollar sign at the start of a number. E.g. $5.00 or
follow the same steps similar to percentage but choose $

Or
 36

Formatting spreadsheet

The spreadsheet tool bar gives you formatting tools, just like the ones you used to format a word
processed document. Firstly you need to select the cells or whole worksheet then format text colour,
size and style.

Font style Font size

Fill colour
Text colour

Selecting cells

To select a whole column click on the column letter e.g A

Click here to select the entire spreadsheet

To select a whole row click on the row

Number e.g 2

Formatting cells
This label has been cut off. To display the full content, cell
width is to be extended. Place the cursor between A and B till
you get a darker cross and then drag towards B till all the
contents are displayed.

Content cannot fit the cell. Increase the width of the cell as
similar to the above.
 37

Copy and paste

Spreadsheet can be copied and paste.

Excel (copy) Word (paste)

Graphs and charts

A simple chart or graph in Excel can say more than a sheet full of numbers. Creating charts or
graph is very easy but it is important to pick the right type.

Common type of graphs and charts used:

Type Description
Column Data is arranged in columns and rows. useful for showing data changes over
a period of time or for illustrating comparisons among items
Line Can display continuous data over time set against a common scale and ideal
for showing trends in data at equal intervals
Pie Shows the size of items in one data series, proportional to the sum of the
items.
Bar Illustrate comparisons among individual items

Creating a chart

Column graph
Step 1 : Enter the data in a worksheet as shown below

Step 2: Select the range from A1: F9

Step 3: On the insert tab, select Column and select the desired column graph
 38

3D Column

Step 4: Use the layout tab to insert legend, axis title, data labels, chart title etc and design tab to style
your chart

Insert tab

Design tab
 39

Complete graph

Note:
If not satisfied with the graph, click on the
Icon
Change Chart Type icon on the tool bar to
change the chart.

Pie

Using the same data from the column graph with totals included.

Total
included

To show the proportion of the different types of vehicles.

Step 1: select cells containing the types of vehicles and the total
 40

Step 2: Select Insert tab and select Pie and select the desired one.
To improve the
appearance of the Pie
graph such as chart title
etc. , follow step 4 in
the Column graph
above.

After you have worked through this unit you should be able to:

 Enter numbers and words into a spreadsheet

 Make the computer work out the answers to sums
 Improve your work with layout and colour
 Make graphs and charts from the numbers in a spreadsheet.
 41

ACTIVITY 1

Match the description in List A with the description in List B.

List A List B

1. Spreadsheet A. these are the boxes in which you will enter the values

2. Values B. adding together a set of numbers

3. Labels C. the name of a cell eg. B4

4. Formulas D. the sum that tells the computer how to work

out a calculation

5. Cells E. ∑

6. Cell Reference F. it is a program that help with a series of calculations

the need to be repeated often

7. Delete Key G. these are signs like plus and minus which are used in
formulas

8. Spreadsheet Pointer H. these are words you enter to explain the values

9. Sum I. this key is used to clear a cell

10. Sum Symbol J. the numbers that you know already and you enter
Them

11. Operators K. it looks like a white cross

 42

ACTIVITY 2

Answer the following questions

1. Will you be able to format a spreadsheet? State two ways of formatting the contents of
Spreadsheet.

2. Before formatting a cell, what is the first action you should do?

3. When labels are too big to fit into cell what happens to the labels?

4. Are there possibilities that numbers that are too big to fit into the next cell that has
something in?

5. What can you do if you want to fit the number that is too big to fit into the cell you
want?

6. Explain what you will do.

ACTIVITY 3

1. Create the following spreadsheet, entering the text and numbers as shown.

2. Proof read the text and data to check you have entered it correctly.
3. Use a formular in cell D4 that multiplies B4 by C4 to give the value of Tapes.
4. Repeat to calculate the Total for CDs and another for Videos. So you should have a formula in
D4, another in D5 and another in D6.
5. Put a formula in the cell next to Grand total (D7) that will add up the total of each item – that is,
add the values in D4, D5 and D6.
6. Select Save As from the File menu, access your storage disk or folder, enter the name Stocktake,
click on Save or OK
7. Change the cost of tapes to 12.50. What is the new total for tapes?
8. Change the quantity of videos in B6 to 48. What is the new total for videos?
 43

CHAPTER 3
USE OF INTERNET

LEARING OUTCOME OT 10.2.2.1:

By the end of this chapter the students will be able to explore the ways of gathering and
sending information using the internet.

Introduction

The Internet is a global system that makes it possible for computers worldwide to share
information via a variety of languages called protocols. It is possible to connect to the internet
via a range of devices these days though desktop and laptop computers, mobile phones and
tablets are the most common. The most common connection internet device is the modem. An
electronic device that transmits data to or from a computer via telephone or other
communication lines.

Modem

Web browsers:

Is a software application for retrieving, presenting and traversing information resources on

the World Wide Web. The three most popular web browsers are Microsoft Internet Explorer,
Firefox, and Google Chrome.

Internet Explorer/Edge Mozilla Firefox Google Chrome

 44

Hypertext transfer protocol (http)

Is an application protocol for distributed, collaborative, and hypermedia information
systems. HTTP is the foundation of data communication for the World Wide Web.

World Wide Web (www)

Is an information space where documents and other web resources are identified by Uniform
Resource Locators (URLs), interlinked by hypertext links, and can be accessed via the Internet

Uniform Resource Locator (URL)

Every document on the web has an address which is called the URL. The URL to locate GOOGLE
is http://www.google.com

Accessing the internet

1. See that the computer is connected to the internet

2. Identify the web browser on your computer e.g. Mozilla Firefox, Google Chrome etc.

Opening Google Chrome

Double-click on the shortcut icon on the desktop or pinned to the taskbar.

Google Chrome

Search Engines

A program that searches the World Wide Web for

information on a term, keyword, or phrase and
provides a list of possible websites. The term is often
used to specifically describe systems like Google, Bing,
Toolbars
and Yahoo that enable users to search for documents
on the World Wide Web.
 45

File Menu – contains actions such as page setup, print preview, print and properties.

Edit menu: contains actions such as copy, paste, select all

View menu: contains actions such as changing available toolbars, size of text on screen,
refreshing the current page.

Tools menu: contains popup blocker, phishing filter, internet options, etc.

Help menu: contains options for getting help with the program.
(Notice that for many actions there is a keyboard shortcut using the Control key and a letter
key. For example, open file Ctrl-O and close file Ctrl-W)

Icon Shortcuts

Home: returns you to the page that you see when you first open your browser.

Favorites (or Bookmarks) menu: creates a type of “shortcut” to a favorite website.

Tool: includes internet options, print, safety, and About Internet Explorer.

Getting to Know the Toolbars

From the View menu: you can select or deselect different toolbars to appear on your browser.
Various search engine toolbars can also be downloaded.

The address bar contains the website’s URL. The symbols at the end of the address bar allow
you to Search, Select address field, Refresh, or Stop loading a page.
 46

Visiting a Web Page

After you have opened your browser (Internet Explorer, Firefox, etc.), it will load (bring up) the
home page which may be set as Google, another search engine, or any web page of your
choice. Click in the address bar to activate the I-bar which tells the computer you are about to
enter a URL (web address).

Email

Is an electronic way to send and retrieve personal and/or business related messages including
text and pictures. No postage stamps are required.

How does e-mail work?

To receive email, you must have an account on the mail server. This is similar to your mailing
address, where you receive letters.

Your email message is sent from your computer to a server where the computer looks at the
address and directs the message on the server associated with the recipient’s email account.
Once your email arrives at its destination mail server, the message is stored in an electronic
mailbox, until the recipient retrieves it.

You can still receive email while your computer is turned off. The mail server collects and
stores your incoming email until the next time you access your email by opening your mailbox
and downloading your messages.

 With e-mail you can write a letter to anywhere in the world, and have it delivered in a few
minutes.
 You can send any computer file, with pictures, essays or spreadsheet.
 It is easy to reply soon after you receive an e-mail or forward the same e-mail to another
person.

Writing e-mails

 Less formal
 Use little pictures which are made up of punctuation marks on the computer keyboard.
They are called smileys or emoticons.
Eg. :-) I am happy/joking :-( I am sad/apologizing :-0 I am surprised
 Use abbreviations: BTW By The Way, IMHO In My Humble Opinion
 47

Jargons in e-mail

Terms Description
Spamming sending junk e-mails/irrelevant or inappropriate messages on the
Internet to a large number of recipients.
Spimming or Spim: sending adverts over an instant messaging system.
Flaming sending insulting e-mails
Trolling being annoying on purpose to provoke a response from the reader –
just ignore it.

Understanding Email Addresses

You can send email to anyone in the world, as long as you have his or her email address.
Example of an email address:
ot@gmail.com

Name of department name of server

Getting a Gmail Account

Gmail is free and rich in features. It has a clean, easy to use interface, and integrates with other
applications. Gmail is provided by Google at no cost to users primarily because Google includes
relatively small and non--‐intrusive advertisements.

How to sign up for Google email

1. Begin at the Gmail home page: www.gmail.com

2. On the top right corner of the screen where it says “New to Gmail?” click on the red
“Create an account” button.

3. Begin by typing in your personal information. This information will only be shared with
Google, A reputable company that promises to keep your personal information safe and
secure. Type in your First Name and Last Name in their respective boxes.

4. Type in your preferred username – which will be your unique email address.
Some addresses have already be taken, so click on the Check Availability button to
determine if the email address that you have entered is available. If you get an error
message, simply enter an alternative email address and continue to try different email
addresses until you choose on that you like and see that it is available by clicking on the
“Check Availability” button.

5. Type in a password and write it down in a safe place. This password must have
At least 8 letters or numbers in it.
 48

6. Retype your password in the next box and Google will double check it for accuracy

7. If you are on your home computer and you are the only one that uses the computer, you
can choose to have your computer automatically you go into GMail.

Logging on to Gmail

1. Type: www.Gmail.com into the address box of the browser.

2. Press Enter.
3. If your inbox does not load, type your Gmail E--‐mail address in the “username” box.
4. Type your password.
5. Click Sign In.

Checking your mail

As soon as you log in, you will be directed to you inbox, where new mail arrives!
 49

Composing and Sending an Email Message

1. To create a new email click the red “Compose Mail”

2. Type the recipient’s email address in the “To:” box.
3. Type the subject of the message in the “Subject:” box. Keeps the subject to a word or
phrase summarizing the content of your message.
4. Use your mouse and click inside the message box
5. Type the body of your message.
6. When you are finished typing your message and are ready to send it,
7. Click “send” button.

Reading an Email Message

To read an email, click on the subject of the email. Note: Unread messages in your Inbox will be
bolded.
You can also tell how many unread emails that you have next to the word “Inbox.”

Replying to a Message

1. Open the message that you are replying to.

2. Click the “Reply” button, which looks like an arrow pointing to the left.

The program will present you with a message already addressed to the sender.
The subject line will state “Re:” and then the old message’s subject. You will probably not
change the subject line so the receiver knows that you
Note the difference between “Reply” and “Reply All.”
Clicking the “Reply” button will send your reply only to the original sender of
the message. Clicking the “Reply All” button will send your reply to everyone
Who received the original message.
 50

Forwarding a Message

1. Open the message you wish to forward to another person.

2. Click the down arrow next to the reply arrow.
3. Click on “Forward”
4. Type the recipient's address(es) in the "To:" box.
5. Type a note above the forwarded message (optional).
6. Click "Send"

Attachments
 Click on the icon to attach any computer file to an e-mail.
 You will see a window like this.

Use the window to find and select the file you wish to attach. Then send the e-mail in the
normal way. The file will be sent along with it.

Opening an attached file

 If you receive an e-mail with attachment, double-click on the file icon to open it up and look
at it.
 51

ACTIVITY 1

Answer the following multiple choice questions.

1. What does the abbreviation WWW stands for?

A World Wide Wed
B Wide World Web
C World Web Wed
D World Wide Web

2. Another name for Web address is known as

A RUL
B LRU
C URL
D ULR

3. Gmail has lots of space, less spam and

A spimming
B mobile access
C emotions
D smileys

4. Unread messages in your inbox will be

A unbold
B bolded
C italics
D underscored

5. What should be typed in the Address box of the browser, if you want to log
on to Gmail?

A www.gmail.com
B www.google.com
C www.yahoo.com
D www.email.com
 52

ACTIVITY 2

Match the terms in List A with the description in List B.

List A List B

1. Spamming A. use little pictures which are made up

of punctuation marks on the computer.
2. Flaming B. sending adverts over an instant messaging
system
3. Spimming C. sending junk e-mails
4. Trolling D. sending insulting e-mails
5. Smileys E. being annoying onto provoke a response
from the reader
6. Search Engine F. Built on the idea that email can be more
efficient
7. Mail Server G. Gmail has a clean, and easy to use interface
8. User friendly H. Collects and stores incoming mails
9. E-mail I. Program that searches World Wide Web
for information
10. G-mail J. Can be sent to anyone in the World provided you
have the correct address of the recipient

ACTIVITY 3

Answer the following questions

1. What is an internet?
2. Name the three most popular browsers.
3. What is an email?
4. How do you open an attached file?
5. Give two examples of abbreviations used in writing emails.
 53

CHAPTER 4
INTEGRATING TEXT AND GRAPHICS

LEARING OUTCOME OT 10.2.3.1:

By the end of this chapter the students will be able to demonstrate the skills of integrating
text and graphics in documents.

Introduction

Word processing is an application program that allows you to create letters, reports,
newsletters, tables, form letters, brochures, and Web pages. Using this application program you
can add graphics, table, and charts to your documents. You can also check spelling and
grammar.

A word processor is essentially a computerized version of the standard typewriter. However,

the computer adds features typewriters never dreamed of having like spell check, the ability to
save and store documents, copy and paste functions, and the ability to add images and shapes
to documents, and many more.

1. TEXT

a) Text can be justified (having two straight margins), Right aligned (text pushed to the
right), Left Aligned (have a neat left margin but not lined on the right) or Centered (all
texts are put in the middle).
b) Margins are marked on the ruler which appears at the top of the working area. (Slide
the markers on the ruler to change the indentation and margins).
c) Press the Show/Hide icon to show special text marks where line breaks and tabs have
been placed.
d) A paragraph refers to having breaks (blank lines) between texts. This is achieved by
pressing the Enter key. It can be possible through use of the Tab key to place an indent
at the beginning of the first line.
e) The Tab key works by lining up text with invisible tab stops. Pressing the Tab key is the
putting in a group of blank spaces. Use a tab key to line up a list of names or numbers to
make it easier to read.
 54

2. What are graphics?

Graphics can add interest and impact to your Word documents. Lines, shapes, colours,
text and patterns are called graphics. Examples are:

An illustration in a book The name of a company made

into a logo or symbols

The pattern on a piece of fabric An electrical writing diagrams

A sketch you draw to show someone where

your house is. A cartoon in a newspaper

There are two main reasons to use graphics in your work

 To give information
 To make an impression

How graphics work

Graphics convey information by:
 Using common conventions understood by the audience
 Using realistic pictures
 Leaving out unnecessary details
 55

Graphics produce an impression by

 Use of colors
 Use pictures with emotional contents
 Distorting or altering pictures.

Inserting pictures into the document

 Adding Clip Art to your document is a way to illustrate ideas. Clip art is a collection of
graphic images that can be inserted in document.

Inserting Clip arts

 Click Insert menu, click picture and then click Clip Art. You will get screen as shown
below:

 Select the picture and then click Insert button. The selected picture will be inserted at
the cursor position.
After you insert a graphic, you can use wrapping styles to modify the layout of the text in
relation to the graphic.

Opening the graphic package

1. Click on the Start button in the bottom left corner of the screen. You will see the start
menu.
2. Pick the All Programs option.
3. You will see a list of all programs available for you to use. Some are arranged into folders.
The list is in alphabetical order. Find the Accessories folder. Click on it to open it up.
4. A final menu opens up. This shows you the content of the Accessories folder. Paint is
halfway down this list. Click on the icon or word for paint and the package will open up

Using the tools

 Find the tool bar on the screen. The icons on this bar stand for the different things you can
do
 Experiment by clicking on the difference tools and drawing in the working area of the
screen
 56

Use the mouse to:

 Move the pointer across the screen
 Click on icons
 Drag lines across the screen

Choosing the style of our graphic

What type of brush?

 Click on the brush tool. You should be able to pick the shape
and size of the brush you will use
 Practice with different brush shapes. See what type of line they draw.

Line Styles
 Select the line tool. You should be able to pick the width of the line you draw.
 Some packages let you put arrowheads on the lines, or draw dotted lines.

Filled shapes
 Select a shape tool such as a rectangle. Draw some shapes. Shapes can be outline only
solid colour or filled outlines.
 57

Foreground and background

Most graphics packages allow you to select two colors. The foreground color is used for all
lines and outlines that make up the drawing. The background color is used when you draw a
filled shape.

Look at the mouse. You should find that it has two buttons. Some have three. You usually
use the left-hand button.

 Click on the colour palette with the left button to pick the foreground colour
 Click with the right button to pick the background colour

Undo

Most software packages include the Undo command. This is a very useful feature. It allows you
to reverse the effect of the most recently change you made.

ADDING TEXTS TO GRAPHICS

Most graphics need words as well as images. Letters and numbers can be added using the
keyboard.

Inserting WordArt

 Click Insert menu, click picture and then click WordArt. You will get a screen as shown
below:

 Select a WordArt Style format and then click OK button to get

the below screen.
 Here enter your own text ( for example type Welcome)and then
 Click OK button.
 58

Text can be used for:

 Titles
 Headings
 Labels
 Instructions
 Design elements

You can also add information such as your name and the date. You will find it easy to add text
to a graphic. Learn how to alter the size and style of the text.

The size and style of text is called the font. Learn how to make changes to the font. This will
improve the appearance of the text you add to your graphics.

The text tool

 Find the Text tool
 Create a box on the screen
 After you have drawn the textbox, type letters and other characters. They will appear in the
text box.

Making Changes
 Check your typing carefully. While the text box is open you can:
1. Type new text
2. Delete any mistake
3. Change the size of the text box

As soon as you click anywhere else on the screen the text box disappears. The text remains on
the screen but you can’t make any more changes. If the text is wrong, use the Eraser tool rub it
out and start again.

Changing the size of the text box

The larger dots on the text box are called re-sizing handles.
 Drag these handles to change the size and shape of the text box.

Choosing fonts
The font means the size and style of the letters. Here are some examples of font shown in
different sizes:

Berlin Sans FB 12 point

Script MT Bold 14 point
Cooper Black 16 point

Point is a measure of size. Most books and magazines use 10, 11 or 12 point letters for the text.
Headings are usually between 14 and 20 point.
 59

Apply wrapping styles to a graphic

1. Click your graphic to select it.

2. On the Format menu, click Picture.
3. In the Format Picture dialog box, click the Layout tab.
4. Click a wrapping style, and then click OK.

Note You can also use the Horizontal alignment option buttons to position your graphic
quickly, or you can drag the graphic to where you want it.

To resize your image, grab one of the corners of the image by left-clicking and holding—drag it
to your desired size and fine-tune the placement.
The cursor will change from a typing icon to a double-arrow when it can be used to resize an
image. Drag the corner toward the upper-left corner of the screen, and the image will grow.
Drag toward the bottom-right, and it will shrink.

You can move the image to another place in the document by left-clicking and holding on the
center of it; drag it to its desired location.

More options, such as aligning the image with text (or special effects like wrapping text around
or through an image) can be found by clicking on the picture, and then choosing the Picture
Tools Tab.

You can also insert a photograph or other images from your files using this same process. On
the Insert Tab, click on Picture and locate the files that you want to include.

The list of font names and sizes is stored in a drop down menu.

In some packages you won’t see the font tool bar. In Microsoft Paint you have to click inside
the text box with the right mouse button to open this tool bar.
 To open the drop down menu, click on the little arrowhead.
Then pick the font you want from the list.

Select part of the graphic

Once you have selected part of the image you can:

 Delete it
 Move it to another part of the drawing
 Make copies of it
 Change its size or shape
 Flip or rotate it

There are two types of graphics package. One is called bitmap and the other is called vector.
These two types of package work in different ways. For, example, the way you make selection
is different.
 60

Bitmap package
In a bitmap package the computer stores the position and colour of all the dots that make up
the image. When you select part of a bitmap image, you select all the dots inside an area of the
screen.
 Use the selection tool to draw a line around the area that you want to select
 Draw a line round an area with the irregular shape tool or
 Drag with the regular shape tool to select a rectangle of screen

Vector package
In a vector package the computer stores all the lines and shapes that make up the image.
When you select part of a vector image you select a complete line or shape.
Click on the shape you want to select with the mouse pointer.

Deleting a selected item

When you have selected an area of the screen (bitmap packages) or a shape (vector packages)
you can delete it.

Press the Delete key on your keyboard to remove the item you have selected

3. Integration of Text and Graphics

Integrated Software: It is an all-in-one application program.
It is a single program that provides the functionality of a word processor, graphic (paint
program) and many more single application programs.
Such software allows the user to use the same toolbar and switch between programs.

Swapping Between Packages

After opening several packages you can swap between them.

Steps: 1 Click on the window you want to use next.(E.g. click on MS Words)
2 The Window of Words will move to the front.
3 Work on MS Words now.
4 Minimize MS Words (click minimize button)
5 MS Words is now on the Task Bar
6 Click Graphics (Paint Program)
7 Work on Graphics (it’s on the screen now)
8 Highlight text or picture that you want to move to MS Words
9 Right click-click copy
10 Minimize graphics (goes on the Task Bar)
11 Choose MS Words-now it’s on the screen
12 Place cursor on destination for which text/picture from graphics will
be placed
13 Right click mouse-click paste
 61

Wrapping styles
Nice graphic, but that gap of white space to the right isn't what you want. Don't worry, you can
further refine the layout of the graphic and text. Using the five wrapping styles, you can create
documents with just the look you want.
Wrapping style Result

The In line with text style insets the graphic in the

text at the location of the insertion point. The graphic
moves as you add or delete text. The text does not
wrap around the graphic; white space extends to the
margins on either side of the graphic.

The Square style wraps the text around all sides of a

square bounding the graphic. The graphic moves as
you add or delete text.

The Tight style wraps the text around the graphic in

an irregular shape bounding the actual image. The
graphic moves as you add or delete text.

The Behind text style has no border around the

graphic. The graphic floats on its own layer behind the
text.

The In front of text style has no border around the

graphic. The graphic floats on its own layer in front of
the text.
 62

In most cases, you can get the results you want by using these choices from the Layout tab. If
you want even more control in positioning your graphic, see Help on how to use the advanced
layout options.

ACTIVITY 1

Answer the following multiple choice questions.

1. What are Graphics?

A Lines and shapes
B Lines and colours
C Lines, shapes, text and colours
D Lines, shapes, colours, text and patterns→

2. Point is a measure of
A size
B style
C shape
D graphics

3. Identify two types of graphics?

A Lines and shape
B Bitmap and vector
C Bitmap and wrapping
D Vector and wrapping

4. Most books and magazines use font size

A 10, 11 or 12
B 13, 14 or 15
C 16, 17 or 18
D 10, 12 or 14

5. The correct way to open graphic package is to click on

A Start→Accessories→All Programs→Paint
B Start→Paint→Accessories→All Programs
C Start→All Programs→Accessories→Word
D Start→All Programs→Accessories→Paint
 63

ACTIVITY 2

Match the terms in List A with the description in List B.

LIST A LIST B

1. Bitmap A All line and outlines that make up the

drawing
2. Vector B Used when you draw a filled shape
3. Font C Computer stores the position and colour
of all the dots that make up the image
4. Foreground colours D Means the size and style of the letters
5. Background colours E Computer stores all the lines and shapes
that make up the image
6. Paragraph F List of font names and sizes are stored
7. Tab key G It can be aligned right, left and centred
8. Text H Refers to having breaks between texts
9. Integrated Software I Works by lining up text with invisible stops
10. Drop-down Menu J Is an on-in-one application

ACTIVITY 3

Answer the following questions.

1. What is Word Processing?

2. Give examples of Graphics.

3. There are two main reasons to use graphics in your work. What are they?

4. Identify five wrapping styles that are used to create documents?

5. What is the difference between line styles and filled shapes?

 64

CHAPTER 5
BUSINESS ENVIRONMENT

LEARING OUTCOME OT 10.3.1.1:

By the end of this chapter the students will be able to explore the components of business
environment in an organisation.

Introduction

Business environment is very important to an organization which will help the firm to identify
opportunities and getting the first mover advantage. Besides that, it can also improve
performance of an organization. The companies that continuously monitor their environment
and adopt suitable business practices are the ones which not only improve their present
performance but also continue to succeed in the market for a longer period. Environmental
understanding helps an organization in improving their image by showing their sensitivity to the
environment within which they are working.
Environment of a business involved the internal and external factor that influencing a business
decision. Internal environment are the factor that will affect the business directly, which involve
customer, employees, shareholders, competitors and supplier, stakeholders. External
environment refers to the factors that influence the organization indirectly, which involve
political, economic, social technology, legislation, environment and demographic,
What is business environment?

Business Environment is relationship between a business action and its environment.

Environment is a surrounding of a business by which business influence directly or indirectly.
Where the political, economic, social and technological factors affect a business, the
environment is assessed by a business so as to devise future strategy.

Organisation structure

An organisation is a planned arrangement of operations. To achieve the smooth-flowing

operation of everyday tasks, preparation is required. Ideally, all employees are doing what they
are qualified and trained to do in order to achieve their own goals and ultimately the goals of
the business.

Organisation chart

The organisation chart includes the chain of command from top management down to middle
management and departmental operations. It shows the title and position of who is responsible
for which department and to whom they are responsible.
 65

An example of an organisation chart.

Management structure

For you to work effectively, you need to know what levels of management there are in the
hierarchical structure of your organisation, who is responsible for which department and its
functional operations and how your position fits into this structure. The management structure
of a large organisation is based on three levels: top, middle and operating level management.
These are supported by departmental operation managers and supervisors.

 Top management consists of the chairperson, the managing director and other directors
and general managers who specialize in areas such as finance, production and marketing.
 Middle management consists of managers who oversee other managers and supervisors.
They develop departmental goals and policies in line with organisational goals.
 Operating management consists of managers and supervisors who put management’s plans
into action and are the link between higher levels of management and office and other
workers.
 Departmental operations are controlled by the managers of each department. The
departmental operations level is here all other personnel perform their functions. This
forms the base on which the whole organisation operates and on which top management
depends for productivity and support.
 66

An example of management structure is shown below

https://thumbs.dreamstime.com/z/organogram-15140616.jpg

Lines of authority

The hierarchical structure of an organisation is shown by the lines of authority on the

organisation chart, with the name and the position of the person responsible for each
department or specific area of the business and who reports to that person. There are three
types of authority within an organisation.

 In line organisation, authority flows vertically down the line from top management level to
operational level (top down) and responsibility flows vertically up the line from operational
level to top management level (bottom up). This permits managers and supervisors to
control workers immediately below them.
 In line and staff organisation, line managers are responsible for key areas and use staff
specialists to assist them in specific ways. For example, the accounts manager may use the
skills of the human resource department in selecting a new staff member.
 In functional organisation, all managers have authority over a pool of workers or human
resources (eg. the typing pool).

The structure within large organisations is usually based on line organisation, with some use of
staff organisation and functional organisation. The structure of any organisation depends on
the following:

 size of the business

 form of ownership
 industry activity
 type of industry classification it belongs to
 67

INTERNAL AND EXTERNAL BUSINESS ENVIRONMENT

Introduction to business environment

Business environment consists of all those factors that have bearing on the business. The term
business environment implies those external forces, factors and institution that are beyond the
control of individual business organization and their management and affect the business
enterprise.

These forces are customer, creditors, competitors, government, socio-cultural organizations,

political party’s rational and international organizations etc. Some of those forces affect the
business directly which some others have indirect effect on the business.

Features of business environment

Totality of external forces. Business environment is the sum of all things that affects the
business firms such as aggregative in nature...

Specific and general forces. Business environment includes both specific and general forces.
Specific forces affect enterprise in their day-to-day working. General forces have impact on all
enterprises and affect an individual firm only indirectly.

Dynamic nature. Business environment is dynamic in that it keeps on changing whether in

terms of technological environment, shifts in consumer preferences or entry of new
competition in the market.

Uncertainty. Business environment is largely uncertain as it is very difficult to predict future

happenings, especially when environment changes are taking place too frequently as in the
case of information technology or fashion industries.

Types of environment
On the basis of the intimacy with the firm, the environmental factors may be classified into two
different types called internal and external.
 68

1. Internal Business:

This includes the business itself – the organization that is in business operation. It
comprises the owner, structure, how it is run, its entities, its finance, its workers, its
equipment, buildings, policies, procedures etc. The internal environment is the environment
that has a direct impact on the business. Here there are some internal factors which are
generally controllable because the company has control over these factors. It can alter or
modify such factors as its personnel, physical facilities, and organization and fictional
means, like marketing, to suit the environment.

The main function of a business is the purpose for which it is in business namely:
The manufacture of specific goods or the supply of specific services.

Structure of internal business (organization structure)

All employees are doing what they are qualified and trained to do in order to achieve their
own goals and of the business.

a) Value System

The value system of the founders and those at the helm of affairs has important bearing on
the choice of business, the mission and the objectives of the organization, business policies
and practices.

b) Mission, Vision and Objective

Vision means the ability to think about the future with imagination and wisdom. Vision is an
important factor in achieving the objectives of the organization. The mission is the medium
through which objectives are achieved.

c) Management Structure and Nature

The structure of the organization also influences the business decisions. The organizational
structure like the composition board of directors influences the decision of business as they
are internal factors. The structure and style of organization may delay decision making or
some other help in making quick decision.

2. External Business Environment

It refers to the environment that has an indirect influence on the business. The factors are
uncontrollable by the business. There are two types of external environment:

(i) Micro Environment

The micro environment is also known as the task environment and operating
environment because the micro environmental forces have direct bearing on the
operation of the firm.
 69

a) Suppliers

An important force in the micro environment of a company is the suppliers, ie, those
who supply the inputs like raw materials and components to the company.

b) Customer

The major task of a business is to create and sustain customers. A business exists only
because of its customers.

c) Marketing Intermediaries

The marketing intermediaries include middleman such as agents and merchants that
help the company find customers or close sales with them.

d) Finances

The finances are also important factors of internal environment.

e) Public

Public can be said as any group that has an actual or potential interest in or on an
organisation ability to achieve its interest. Public include media and citizens.

(ii) Macro Environment

Macro environment is also known as General environment and remote environment.

Macro factors are generally more uncontrollable than macro environment factors.
When the macro factors become uncontrollable, the success of company depends
upon its adaptability to the environment.

a) Economic Environment

Economic environment refers to the aggregate of the nature of economic system of

the country, business cycles, the socio economic infrastructure etc.

b) Social Environment

The social dimensions or environment of a nation determines the value system of

the Sociological factors such as costs structure, customs and convention, mobility of
labor etc. have far reaching impact on the business.

c) Political Environment

The political environment of a country is influenced by the political organization

such as philosophy of political party’s ideology of government or party in power,
nature and extent of bureaucracy influence of primary groups etc.
 70

d) Legal Environment

Legal environment includes flexibility and adaptability law and other legal rules
governing the business. It may include the exact rulings and decisions of the court.

e) Technical Environment

The business in a country is greatly influenced by the technological development.

The technology adopted by the industry determines the type and quality of goods
and services to be produced and the type and quality of plant and equipment to be
used.

Conclusion
Business environment involve internal and external environment. Business environment is
important for an organization to identify the weaknesses and threats. A firm maybe strong in
certain areas and it may be weak in some other areas. The firm should identify weaknesses and
threats so as to correct it as early as possible. This helps an organization to reduce the risk of
getting failure in their operation and development in new product.
Strategy is about the direction in which the organisation is going, the ways to achieve objective
and competitive advantage, satisfying the needs of stakeholders and responding to the
environment. Different organization develops different strategy in order to respond to the
environment of their organisation.
 71

ACTIVITY 1

Circle the letter of the best answer you choose. Do NOT circle any TWO letters in any one
question.

1 Which of the following best defines the term ‘office’?

A an area in a building
B an area in a business where people use materials, tools and other resources to
perform the administrative tasks for a business
C an area used for business transactions
D anywhere as long as one has a lap top and a printer for business purposes.

2 The term ‘Business Environment’ simply means:

A exchanging of goods and services

B surroundings where business takes place
C it is an area or surroundings in which business is operated or run
D they do not belong to your business but they help and assist in the running of
your business.

3 What is external business environment?

A refers to the environment that has an indirect influence on your business
B they are shareholders in your business
C these are the area outside your business
D Customers and clients who visit your office.

4 What is internal business environment?

A These are other business environment or areas operated outside your business
B These are other business environment not located with your business.
C These are the businesses who take interest in your business.
D These are the environment that has a direct impact on your business.

5 Which of the following is an example of Micro Business environment?

A customers
B employers
C employees
D government
 72

ACTIVITY 2

PARAGRAPH WRITING

1 Differentiate between Internal business environment and external business

environment
2 Describe the different components of internal and external business environment.

ACTIVITY 3
ACTIVITY 3

GROUP ACTIVITY

1. Find out 10 examples of external business environments in your town.

2. Find the supplier and financial firm for each.
3. Get photographs of the 10 business environment and prepare a chart for the classroom.
 73

CHAPTER 6
RECEPTION AREA
LEARING OUTCOME OT 10.3.2.1:

By the end of this chapter the students will be able to:

 recognize the importance of the reception area

 demonstrate safety and apply precautionary measures in
the reception area

Introduction

The reception area is the first thing that potential clients, employees and returning clients will
see. The area should not be complex and make it easy for anyone to walk in and be in the view
of your receptionist so they can be greeted quickly and efficiently. Similarly to the boardroom
this area will reflect the image of your business, however, the reception area has more room to
experiment.

The reception area can let more personality shine through as the risk of distracting employees
is lower, a well-designed reception area can also entice and impress client which could result in
more business for you.

A well-designed reception area should be able to reflect the image of your company, portray a
high level of professionalism and leave a good impression on anyone who walks through the
door.

What are the essential elements in planning a reception area in an organization?

To a certain extent the area will be defined by

1. The amount of space allocated by the organization and

2. The duties that are to be performed by the receptionist.

A modern reception area

 74

Planning and Consideration

Four elements are important when planning a functional and attractive reception area. They
are:

 Accessibility
 Functionality
 Environment
 Security

These factors will ensure that the reception area is a welcoming place for clients and yet that it
will also be practical for you, the receptionist, enabling you to carry out your duties in an
efficient and effective manner.

1. Accessibility

First, when designing a reception area, ask yourself this question who to have access to the
reception area?

First step: make a list of those people who are to have access to the reception area

1. The receptionist
2. Clients, people off the street, visitors from other business.
3. Staff : both those staff members who will be helping to operate the area and those who
will be using the receptionist skills during the day.

Second step: decide how much room is required for the receptionist.

 room to place the computer terminal, without it becoming intrusive between the
receptionist and clients
 room for cash transactions (if the receptionist receives cash)
 room for a telephone console (if the receptionist is also answering the telephone for the
organization)
 room for a chair and drawers in which people personal items as well as stationery
 Room for the receiving staff to come into the area while the receptionist is still at his/her
station.
 75

For clients coming into the building:

 enough room for two or three comfortable chairs in case clients have to wait
 room for a low coffee table or a magazine table
 room for wheelchair access
 Enough room left over for clients to come up to the receptionist to talk without being
overheard by other waiting clients.

Room is also required for courier parcels to be delivered.

Staff members coming to Reception:

If staff members are answering questions or giving information to clients, then they should go
to the front of the reception desk in the same way the clients do. If they are to relieve the
receptionist, the room should be allocated to all for more than one person behind the
reception desk at any given time.

2. Functionality

The reception area must be planned to be functional. This means that it must be planned to be
functional. This means that it must be easy for you to carry out your duties in the reception
area while the area must also be accessible to clients (internal and external). For the reception
area to be functional, some necessary items should be included.

 A desk (which may be long desk, perhaps rounded or shaped to fit a given area). This is
where clients come to talk to you, so it must be at a height that is suitable for talking
across without being barrier.
 A chair or chairs (one for you and some for clients).
 A computer (monitors and screen).
 An alarm bell which can be reached easily by you.
 A cash drawer (if your duties include receiving cash for the organization requirements).

There should also be enough room for the receptionist to move freely. You should be able to
get out of your chair to talk to visitors and staff members, as well as being able to receive cash
and parcels from people coming into the organization.
 76

You may also be responsible for answering the telephone, taking message and keeping the “ins
and outs” board up to date. Therefore, the area will have to accommodate all these function to
enable you to move freely throughout the day.

An “ins and outs” board has its staff member`s name on it. When staff member leaves the
building, a marker is placed in the` out” section on the board. This system enables you to tell at
a glance which staff members are available to help clients.

3. Environment

The most important question when planning the reception area is; what does it look like to the
clients?
As well as being functional, the reception area must look inviting. This can be achieved in the
following ways.

 By having pot plants (some

organization hire firms to look
after their pot plants and
replace them as necessary).
 By having brochures neatly
displayed on a stand in a place
which is easy for clients to
reach, but does not hinder
receptionist from caring out
their duties.
 By using posters, pictures or
items of craft which may be
attached to the walls.

In fact, anything which blends into the décor of the building, without being “overdone”, can
enhance the environment. This also makes the reception area a pleasant place to work in as
well as to visit.

4. Security
Security is a big issue for receptionist. The reception area is often shut off from the rest of the
organization and so some type of security system should be put in place. This may be:

 A television camera monitoring people coming into and going out of the building
 An alarm button which sets off an alarm throughout the building if pressed
 A cash drawer which is locked and to which only you have access
 A one-way window behind you, so that the rest of the staff can see who is at reception and
what is happening there, but the visitors cannot see into the offices.

Whatever security features is put in place, the emphasis must be on the safety of the reception
area, as well as on the inaccessibility of the cash drawer (if one is operated at reception).
 77

Corporate image

Areas of importance required to generate a positive corporate image include

 the appearance of your reception area
 the personal appearance of people at the reception area
 customer/client service
 positive attitudes
 how problems are identified and resolved

Reception facilities

When looking at reception facilities, certain decisions have to be made, based upon the space
allocated for the reception area. For example, we must decide
 what we need to make clients feel welcome (even if they have to wait for a staff member
to attend to their needs) and
 what facilities the receptionist needs to operate in an effective and efficient manner
 78

Customer Service

Customers and clients are very important and the first priority of a receptionist is to provide
them with satisfactory service. There are several negative attitudes which you never use when
dealing with visitors as this will damage the corporate image of your business.

2. Negative attitudes
a) Couldn’t-care-less: Do not stand at the reception desk and pay little attention to the
customer.
b) Brush-off: Do not try to get rid of the customer because it is almost lunch time or the
end of the day.
c) Coldness: Do not be impatient, unfriendly and inconsiderate, leaving the customer with
the feeling that he or she is a nuisance.
d) Disrespect: Do not patronize or talk down to the customer because you don’t expect
them to understand what you are doing or saying.
e) Robotism: Do not deal with all customers with the same actions and comments,
showing no feeling or individuality.
f) Run-around: Do not give the customer the impression that you are not interested in
solving his or her problem and get rid of them as quickly as possible.
g) Company rules: Do not say to a customer that you can’t do something because it is
against company rules, instead of trying to help them in some other way.

Instead, you should always use positive attitudes when dealing with customers/clients.

1. Positive attitudes

a) Listen effectively
Listen very carefully to what customers and internal personnel say to you because this:
 prevents misinformation
 saves time
 avoids confusion
 improves the attitudes and morale of the work group
 enables the needs of customers to be accurately processed

b) Listen actively
There are five types of active listening which you should use:
 non-verbal
 encouraging
 showing empathy
 clarifying
 silence
 79

i) Non-verbal: Non-verbal is giving the customer your whole attention, smiling and
nodding to indicate that you understand what they are saying.

ii) Encouraging: You should use verbal ‘encouragers’. Use the customer’s name often.
Let the customer finish what he or she is saying.

iii) Showing empathy: Empathising is putting yourself in the other person’s position and
understanding their point of view.

iv) Clarifying: In order to clarify a situation, you should ask questions. Use both open
questions and closed questions.

v) Silence: Use silence so you can listen and absorb what is being said to you by the
customer.

Importance of OHS (occupational Health and Safety)

Work can be dangerous, but the employer and the worker himself have an important role to
play in maintaining occupational health and safety at any workplace. It is important to observe
OHS in any workplace for the following reasons:

- to lead to lower cost

- to avoid injury or illness
- to improve productivity
- to increase moral in the workplace
- to better industrial relations.

HAZARDS - This is the potential to cause injury

RISK - The likelihood of injury or illness arising from exposure to any hazards – example
cleaning fluid are a potential hazard but may not be a risk unless they are incorrectly stored or
handled.

THE THREE TYPES OF HAZARDS

PHYSICAL CHEMICAL BEHAVIOURAL

1 Occupational Overuse
Syndrome (OOS).
Cause: Performing
repetitive tasks that require
awkward body positions or
forceful exertions, without
allowing the body to recover
1. Correction fluid
2. Thinner for use with
correction fluid
3. Cleaning fluid or detergent
4. Dust, fumes or synthetic
mineral fiber
5. Cigarette smoke
6. Air conditioning
 Not operating equipment
according to the operating
manual
 Behaving in irresponsible
manner, playing practical jokes
 Leaving bags and other objects
in due care
 Not using electrical equipment
or electrical appliances with
care
 80

Remedial Actions Remedial Actions 1. Using solvents or

Use Ergonomic furniture’s
Ergonomic: is a recent
scientific discipline which
links the use of equipment,
design of furniture’s to the
work environment to human
performance and well being
PHYSICAL
chemicals in a careless or
Adequate ventilation dangerous manner
Training given in the use of 2. Poor management
chemicals practice
Instructions written in the 3. Bullying by other members
procedure manuals of staffs or managers and
Keep office clean, carpets supervisors.
vacuumed
Main air condition system regularly
maintained and cleaned.
Store dangerous chemical safely –
must be warning signs.
Prepare an update material
Safety Dates Sheets
BEHAVIOURAL

PROCEDURES FOR ELECTRICAL HAZARDS

2 Excessive Noise
Remedial Action
1 Noisy equipment to be located away from
the main office
2 Use sound absorption – acoustic ceiling,
tiles, acoustic screens, pot plants, window
blinds and curtains carpets, bookshelves
between work stations.
3 Poor Lightening(Remedial Action)
1. Increase number of lights
2. Change the types of lights
3. Change the fittings or housing
4. Change the coloring of the lights
5. Change the position of the desk
6. Use blinds to reduce external glare
1. Never let anyone who is not qualified
electrician to repair electrical faults
2. Carryout a regular check
3. Check for frayed power chords
4. Always turn off the power
5. never run too much equipment from
one power plug
6. Shut down electrical equipment when
there is a thunderbolt.
7. Off

Manual Handling (Remedial Action)

1. Correct lighting technique – lifting of Other Factors Affecting work

heavy objects to be done by more than
enough number of people
2. Use trolley to shift items.
3. Storage and shelving heavy objects store
them on the lower shelves. Use ladders
to get to top shelves
Other Physical Hazards
Performance
Behavioral Factors:
 Taking prescribed or unprescribed drugs
 Excessive alcohol intake
 Drinking excessive amount of tea
 Staying late nights – make you feel tired
 Disturbed patterns of sleep.

1. Poor conditions of workplace (wet floor, hot

temperature etc)
 81

Remedial Action
Place a caution sign

2. Filing Cabinets – Open

Remedial Action – Never open more than one
drawer or filing cabinet at the same time.
3. Office Layout Remedial Action. Keep office
clean, tidy. Remove all objects from
walkways, from top of the cupboards or
filing cabinets. Frayed power cables and
carpet edges are repaired.
 82

ACTIVITY 1

1 A reception area is an area where:

A where the receptionist sits
B the receptionist carry out her duties
C where the receptionist answers telephone calls
D visitors meets the Boss

2 The term ‘hazard’ is best defined as:

A anything that could cause harm in the work place
B any liquid that could cause harm
C any heavy metal that cannot be lifted
D anything that could stress in the work place

3 What is ‘verbal communication’?

A talking using sign language
B communicating without the use of words
C communicating with gestures
D communicating using words

4 What is non-verbal communication?

A communicating using words
B talking at the top of your voice
C communicating without the use of words
D communicating with a person face to face

5 There are three types of hazards in an office, which of the following is true?

A chemical, behavioral and mental

B chemical, physical and mental
C chemical, behavioral and spiritual
D chemical, behavioral and physical
 83

ACTIVITY 2

Fill the table below by writing three examples of each hazard, their causes and its remedial
action.

PHYSICAL HAZARD CHEMICAL HAZARD BEHAVIOURAL HAZARD

1

ACTIVITY 3
ACTIVITY 3

Enact a role play on how a Receptionist should receive visitors to the reception area.
Take note of the following:

 How she dresses

 How she present herself
 Verbal and non-verbal cues
 Correct posture
 84

CHAPTER 7
INTERPERSONAL COMMUNICATION

LEARING OUTCOME OT 10.3.3.1:

By the end of this chapter the students will be able to demonstrate knowledge of the
elements and processes of interpersonal communication and describe the barriers of
communication in the workplace.

Introduction
Communication simply means: the transmission from one person to another of a message, or
ideas or attitude or emotion, which is understood by the receiver as the sender intended.

Communication is governed by social situations. The theory of human communication

incorporates the effects of the communicator’s social situation, using the terms roles, rules and
status.

What is Interpersonal communication?

Interpersonal communication is the process of sending and receiving information or

communication with another person. This process happens in an environment using different
kinds of communication media.

Interpersonal communication is the sending and receiving of information between two or more
people. Interpersonal communication in the workplace also involves this interaction in varying
relational situations, such as between co-workers and between superior and subordinates.

Communication skills in groups or teams

The communication process is dynamic and interactive. People place meaning and structure on
the variety of messages received from others. This interaction may be direct or indirect.
Effective communication occurs when the intended meaning of the sender and the perceived
meaning of the receiver are one and the same.

The communication process takes place in various situations for different reasons, with the
potential for many interpretations.
 85

Process of Interpersonal Communication

Interpersonal communication is a process of exchange. The components of this process include

sender, message, channel, and receiver.

Let's look at the process step by step.

1. A sender composes the message in his mind. In composing the message, he may take into
account such things as the reason for the message, such as to persuade or inform. Encoding
is the transferring of your mental thoughts for the message into words.
2. The next step is selection of the channel of communication. A channel is just a fancy word
for the manner in which the message is sent. Channels include speaking; writing; video
transmission; audio transmission; electronic transmission through an email, text, or instant
message; or even non-verbal communication through body language and signals.
3. The next stage of the communication is when the receiver of the message processes the
information into understanding, called decoding. For example, you decode a written
message by interpreting the meanings of the symbols (letters and punctuation), including
their arrangement (sentence and paragraph structure), on a printed page.
4. An optional step in the process is feedback, which is a message sent from the receiver to
the sender in response to the original message.

Noise is a major concern in interpersonal communication. Noise is basically anything that can
interfere with the transmission and interpretation of the message from its sender to its
receiver. There are different types of noise.

Physical noise is the type of which you are most familiar; it is sound.

Semantic noise occurs due to confusion caused by ambiguity in words and sentence structure.

Physiological noise occurs when a bodily function distracts you, such as a headache or blurry
vision due to tears.

Importance of Interpersonal communication

Interpersonal communication skills are an important factor in the role of Receptionist. These
skills include the way receptionist greet customers and staff members, the image they portray
of the organization and their overall communication skills such as being able to listen carefully,
talk with knowledge to a wide range of clients, and chat when the situation calls for it.

Interpersonal skills are used from the very smile and greeting, when finding out the needs of
the client, and when sending that client away feeling that he/she was important to that
organization.
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Interpersonal Communication on face to face situation

If possible, greet the visitor with a smile, a smile is worth a thousand words. Be courteous – a
common greeting is “ good morning (or good afternoon/evening), how may I help you?” you
may also wish to make small talk (chatting about the weather) before embarking on “how may I
help you ”Keep your small talk short do not waste his or you time. If possible find out what the
callers needs are, first find out his/her name and remember it. The visitor may ask to see a
particular staff, attend to this immediately. If a client is expected to wait for a staff member,
show him/her where to wait. Let the client know if there is going to be a longer than normal
delay. Tell him/her why the delay is occurring.
Always make the clients feel welcome.

Clarity of Speech and Clarification

Communicating successfully depends on effective use of communication strategies and

behaviors. Words, facial and body movements, tone of voice, even clothing and situation, all
form an intricate symbol system that must be quickly translated by those who want to
communicate.

It has been said that there is no communication unless a mutual sharing of meaning takes place.
It has also been said that one cannot, NOT communicate. These two ideas seem to oppose one
another, but they are two sides of the same coin. A smile can have many meanings. And so can
silence.

Verbal and Non-verbal communication in the workplace

The communication process is dynamic and interactive. People place meaning and structure on
the variety of messages received from others. This interaction may be direct or indirect.
Effective communication occurs when the intended meaning of the sender and the perceived
meaning of the receiver are one and the same.

The communication process takes place in various situations for different reasons, with the
potential for many interpretations. This has seven main elements:

1. Sender
2. Message
3. Receiver
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4. Feedback
5. Channel
6. Context or setting
7. Noise or interference.

Verbal Communication.

A form of communication is which message is

transmitted verbally, communication is done by word,
mouth and piece of writing. Objective of every
communication is to have people understood what they
are trying to convey.

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Non-verbal communication.

 Non verbal communication has been defined as

communication without words.
 It includes apparent behaviours such as facial
expressions, eyes, touching, tone of voice as well
as less obvious messages such as dress, posture
and spatial distance between two or more people.

You have probably heard the expression ‘action speaks

louder than words’. Very often language speaks louder than words. Non-verbal
communication can, in some instances, be just as important as verbal communication.
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Lines of communication

Lines of communication in an organisation can be either formal or informal.

1. Formal downward communication (top down) operates in the same direction as the
hierarchical structure of the business. Information regarding policies and procedures
relating to corporate goals is sent in the form of reports and internal memoranda from top
management to middle management down to departmental operations level.
2. Formal upward communication (bottom up) operates similarly. Matters regarding staff
problems, feedback on product and service problems and production and sales problems
are communicated in the form of reports and internal memoranda from workers and staff
through department managers up to top level management.
3. Horizontal communication is formal and informal communication between personnel in
departments on the same hierarchical level in the organisation. For example, managers of
departments communicate with one another regarding matters concerning production and
sales, and administration personnel communicate regarding policies and procedures. The
manager of the sales department would need to communicate with the manager of the
production department to find out if the goods are ready for sale and the chief accountant
would need to communicate with the managers of all departments regarding costs and
financial matters.
4. Information communication flows on what is called the grapevine. Everyone in an
organisation receives some information on what is happening through casual telephone
calls or conversations about what has been heard from other personnel in the organisation.
This kind of communication often spread rumors that may or may not be correct.

Barriers to the communication process

A breakdown in speech communication is what happens when a barrier works (Penny Byrne)

A great deal of unhappiness and inefficiency is caused by barriers that interfere with the
message. The more we are aware of the different barriers that hinder understanding, the
better communicators we can become. The detailed communication barriers that follow are by
no means all of them. The large number of them shows how easily communication can be
disrupted.

1. Physical barriers

Physical barriers often cause great difficulties and lead to confused messages. You could no
doubt add to the list: competing sounds, poor eyesight, tiredness, inadequate ventilation,
stress, poor health and other physical discomforts.

2. Emotions

Emotions often act as communication barriers. When we feel deeply, whether it be hate, fear,
love or anger we cannot communicate coherently. When a discussion gets out of hand
because of intense emotions, a cooling-off period is necessary. Highly emotional people cannot
calm down enough to work out a rational solution to a problem. This is why many industrial
disputes take a long time to resolve.
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On the other hand, leaving all emotions out of discussion can also create a barrier. Lack of
feeling and ‘going by the book’ creates a clinical atmosphere.

3. Inattention

Inattention or lack of interest (with poor listening habits), accounts for much of the problem.
Competition for attention from all that is going on around us makes it extremely difficult to
concentrate solely on communication. People tend to become selective to avoid suffering from
information overload.

4. Ambiguity and Abstractions Overuse

Leaving things half-said, using too many generalizations, proverbs or sayings, can all lead to
communications that are not clear and that can lend themselves to misinterpretations.

5. Assumptions and Jumping to Conclusions

Some people are always in a hurry by habit. These kinds of people most likely make quick
judgments and jump into conclusions. They do not consider all aspects of the information such
as social, cultural, economic, etc. and often end up taking quick and wrong decisions.

It is important to hear the whole message to make proper judgments because they are not
changed easily after they are once made.

For example, a person is in a hurry and talks on the phone, the person does not listen to half
the message and makes the decision which is wrong in the situation.

This can make someone reach a decision about something before listening to all the facts.
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ACTIVITY 1
ACTIVITY 1
Answer the following multiple choice questions.

1. What is interpersonal communication?

A two people talking
B communication within one self
C process of exchange include the sender, receiver, message and channel
D the traditional speaker – a person talking to a crowd of people.

2. What are physical barriers?

A this leads to confused messages
B when we feel deeply about a person whether its good or bad.
C lack of interest with poor listening habits
D communication barrier

3. Which of the following is an example of communication barrier?

A good listening skills
B ability to handle customers well
C correct telephone etiquette
D Inattention

4. What is ‘Noise’ in the communication process?

A very loud music
B unnecessary sound caused by people when they laugh loudly
C anything that could cause harm
D anything that could interfere with transmission and interpretation of a message
during the communication process.

5. Encoding a message means:

A decoding a message
B transferring of mental thought of a message into words.
C transferring of a message into readable form
D transferring of a message to the receiver as the sender intended.
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ACTIVITY 2

Write a paragraph to answer the following questions.

1. Why is interpersonal communication skill an important factor to the receptionist role?

2. Describe what interpersonal communication on a face to face situation is.
3. Describe THREE barriers to the communication process.

ACTIVITY 3

Match the following terms with the given meaning listed A – J on the right.

1. Communication A it is noise
2. Feedback B one who sends the message
3. Barriers C transmission of a message from one person to another
4. Receiver D non-verbal communication
5. Channel E a message response send from the receiver back to the sender
6. Emotion F a breakdown in speech communication
7. Decoding G one whom the message was intended
8. Tone of voice H the method in which the message is sent
9. Sender I a communication barrier
10. interference J the processing of a message into readable form
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GLOSSARY
Accessibility able to reached or used

Administrative manage the affairs of a business or organization

Barriers something that stops people from making a progress

Behavioral- the way in which someone or something behaves

Business Communication-commercial activity-language used in the

business

Interaction verbally or non-verbally

Business Environment one surrounding where a business is run

Chemical substance which has been artificially purified

Communication means of sending a message to another

Dynamic full of energy, enthusiasm and new ideas constantly changing or

developing

Electronic office an office which is fully controlled and operated by electronic

means like

Economic environment profitable or concerned strong feeling such as joy or anger

Environment the surrounding of which a reception area is located

Information Technology the use of computers telecommunication for storing retrieving

and sending information.

Innovative introduce new ideas or product.

Interference prevents something from continuing or from being carried out.

Legal environment legal entity of a business

Manufacture to invent evidence or make something on a large scale using

machinery.

Network a number of interconnected computers operators keeping

contact with other.

Non-verbal People to exchange information. Communication without using

words

Physical relating to the body rather than the mind

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Physiological noise occurs when a bodily function distracts you, such as a headache
or blurry vision due to tears.

Political Environment relating to government or public offices

Reception Area the area where the receptionist operates

Recover recover materials in a different form

Recycle reuse materials as resources

Reduce reduce waste material

Refuse avoid purchase

Reuse reuse waste material without processing

Remote control office an office controlled by the of a remote control

Risk expose to danger or loss.

Security the safety of a safety of a state or organization

Universal serial bus [USB] a secondary storage device use for storing data.
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REFERENCES

Horsfall Margret/McGraw Hill – Office Skills A Practical Approach (3rd Edition)

Garton Karen – Word Processing Report Production

Harrison/Longman John - Secretarial Duties (10th Edition)

Locker/McGraw Hill - Business and Administrative Communication

Longman/Julia Hallas – Click on to Computing

Longman/Julia Hallas – Click on to Word Processing

O’Hara - The Receptionist

Pinner D & D/Longman - Communication Skills (3rd Edition)

Warmsley/Pitman – Commercial Typewriting 9th/10th Edition

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