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STANDARD LECTURE NOTES

OFFICE ADMINISTRATION
&
MANAGEMENT

FOR

ALL COURSES

All rights reserved ©Cambridge Universal College 2014

 Office Administration
OFFICE ADMINISTRATION & MANAGEMENT

CHAPTER 1
INTRODUCTION
Specific objectives
By the end of this topic, the trainee should be able to;
a) Explain the concept of office management and office administration
b) Explain the purpose of office administration and management
c) Describe various types of organization structures and charts

DEFINITION OF TERMS
OFFICE
It is place, a room or a building where a number of clerical activities of business
enterprise takes place so as to achieve the management, goals of the business enterprise.
An office may also be a room where admistrative work is done, but may also denote a
position within an organization with specific duties attached to it.See (office, officer,
office holder, and official); the latter is in fact an earlier usage, office as place originally
referring to the location of one's duty.
Office administration involves the design, implementation, evaluation and maintenance
of the process of work within an office or organization in order to maintain and improve
efficiency and productivity.
Office administration is the process of managing and coordinating the daily operations
and tasks within an office environment. It involves organizing and maintaining office
procedures, systems and resources to ensure smooth operations, efficient communication
and optimal productivity.

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Office management is the planning, organizing, coordinating, motivating, controlling the
employees and curating the activities to achieve the vision, mission and goals of an
organization.
Management is applicable at a strategic level, tactical level and even at the operational
level. It aims at increasing the focus and attention of the office personnel on their duties
and responsibilities.
Distinction between office administration and Management
Management is a function that requires people in the top management team to plan,
organize etc. Resources both physical and human resources of organization for the
achievement of goals and objectives.
FUNCTIONS OF AN OFFICE
Any functional office within an organization must fulfill the following duties
 Receiving and transmitting information
 Recording information
 Arranging and Analyzing information
 Controlling all office activities
 Classifying /processing various information
 Routine administration
 Supply and procurement
Distinction between office administration and management
Management
Management deals with managing people at all levels from individuals to teams; it's both
at micro and macro levels while administration is at the top/macro level where high level
authorities are involved.
Management deals with implementation of plans to achieve the final goals of an
organization while administration deals with creation of plans and actions to achieve
organizational objectives.
Management involves making decisions on actionable items that will help in achieving a
given goal while administration takes decisions involved in accomplishing a set of tasks,
this translates to them deciding appropriate professionals for a particular objective.
Parameters Administration Management

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Responsibilities Responsible for daily Create and manage official policies
running and efficient flow and procedures, ensure staff are
of activities trained, have tools/equipment in
readiness are inspired and
productive.
Skills Possess strong time Possess strong analytical skills,
management skills, leadership skills, decision making
research and analysis skills, conflict resolution and
skills, computer and emotional intelligence.
technological skills,
strong attention to details
Focus Present oriented, Future oriented, strategic planning
operational management and decision making
and execution
Scope Narrower and primarily Broader and encompasses the entire
focuses on specific organization including setting
functions, departments or goals, formulating strategy etc
processes within the
organization
Leadership Administrators provide Managers provide leadership,
oversight, guidance and direction and motivation to
support to managers and employees
employees
Decision making Administrators Managers make strategic and
implement policies, tactical decisions, setting goals and
procedures and rules formulating plans to achieve them.
established by
management
The scope of office administration and management

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Supervising employees is an important aspect in running an organization. Office
Managers should therefore have open lines of communication to relay orders and solicit
feedback.
Below is the scope of office administration and management
 Business administration
They streamline operations within the office, help the management focus on their
top priorities and ensure everything done in the organization contributes to the
organizational goals and objectives.
 Controlling spending (budgeting)
They are the organizations watchdog on organizations spending, managing the
organizations accounts payables and receivables and keeping things within the
budget .They also do planning on financial resources and proper allocation of
these resources. They generate financial reports and estimate costs going forward.
 Training and development.
They ensure there's adequate learning and open to learning themselves to increase
employee flexibility and growth hence increasing organizational productivity.
 Technology administration
They ensure the organization keeps updated with changes in technology, is adaptable
to stay competitive.
 Controlling employees
Office managers and administrators encourage employees, train them, ensure
employees earn a fair wage, are skilled, ensure conducive working environment and
strike a balance between employee needs and corporate goals.
 Administration of communication
They ensure open communication and have proper people skills so that they can
Interact well with employees, clients and other stakeholders. They ensure
customer concerns, questions and feedback is attended to on a timely basis.
 Operations administration
They are in charge of quality control, facility layout, product diversity,
streamlining, research and other organizational considerations are all part of the
production management process.

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 Finance administration
Financial stability is crucial for organisations.Management in this area is
primarily responsible for things like estimation of financial needs, settling on a
fair and appropriate allocation of money, establish a fair compensation plan, deal
with outside partners, preparation of financial accounts and assessing them etc.
 Obligation to law
They are supposed to be well versed with the law and take responsibility for
enforcing its provisions. Law protects worker's rights, ensure their health and
safety and safeguard their personal information. They should beware of and
adhere to industry specific regulations..

CHAPTER 2
ORGANISATION STRUCTURE'S AND DEPARTMENTS
Types of organization structures and their charts
Organizations charts
It is a diagram drawn on a piece of paper showing the organization structure of firm. The
purpose of drawing it is to show all concerned what is the organization structure o
The company has been divided into departments and into sections plus the
responsibilities assigned to each office.
Forms of organization charts
It refers to how organization charts can be put or presented on the piece of paper by
direction. An organization chart may be drawn horizontally or vertically. Structures are
described in the form of an organizational chart. This places individuals in boxes that
show their job and position in the hierarchy and traces the direct lines of authority
(command and control) through the management hierarchies.
Charts due to their vertical nature, do not give the horizontal and diagonal relationship
that exists in an organization between people in different units or departments.
Charts define who does what and the hierarchical lines of authority. However they do not
convey the roles people play in organization, their parts in interacting with others and the
way in which these parts are interpreted
Vertical charts

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It gives the line of command in a vertical from as shown below:
Board of Directors

Managing Director

General Manager

Company Chief Sales Publishing Production

Secretary Accountant Manager Manager Manager

HORIZONTAL CHART
This chart gives the line of command in horizontal form as shown below:

Production manager Engineer Clerk Maintaining

Purchasing manager Assistant Purchasing Manager

Board of Directors

Sales manager Homes sales foreign sales

Chief A/C Deputy Chief A/C Accountant A/c Clerk
Company Secretary Ass. Secretary Registrar Staff

Advantages of organization charts

a) They portray the type of organization and define the sphere of authority for the
supervision staff.
b) They show the various depts., departmental sections and their relationship to one
another.

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c) They are useful when explaining to the new members of staff the type of
organization they are to work in and their part in it .( induction)
d) They show the chain of command and delegation of authority.
e) They portray the span of control.
f) They facilitate job grading and fixing of salaries scales.
Disadvantages
 They may be difficult and time consuming to prepare.
 They may not show how much responsibility and authority has been allocated to
each official.
 It may lead to misunderstanding regarding the status of certain officers e.g. junior
officers at the bottom may be considered to be inferior.
Organization structures
It is a frame work in which a business operates. It shows how duties are grouped and how
the posts are graded and how the lines of authority and communication are established in
an organization.
The structure of an organization can be regarded as a framework for getting things
done .It consists of units, functions, divisions, departments and formally constituted work
teams into which activities related to particular processes, projects,products,markets,
customers, geographical areas or prophesional disciplines are grouped together.
The structure indicates who is accountable for directing, coordinating, and carrying out
these activities and defines management hierarchies the chain of command that is
responsible to whom, for what at each level in the organization.
Purposes of an organizational structure
 It facilitates strategy implementation.
 It allocates tasks and responsibilities
 It helps organize formal reporting relationship
 Groups employees efficiently
 Designates authority, discretion and control
 Facilitates communication
 Maximizes motivation.
A well-structured organization should have the following characteristics;

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 It should reflect a hierarchy of decision making relationships. It should indicate
the type of authority. Line authority is shown by solid lines on the chart.
Functional and staff authority are advisory and are depicted by dotted lines the
line hierarchy in the structure consists of functions and managers who are directly
concerned in achieving the primary purpose of the organization _manufacturing,
selling. Staff functions such as finance, personnel and engineering provide
services to the line to enable the line, to get on with the job.
 It should reflect the chain of command or the reporting structure of the company.
 Span of control. This is the number of staff who are directly controlled by a
manager.
 Channels of official communication _these are seen through the solid lines.
 The work being undertaken in each job must be shown clearly through job titles.
 How current the present organization structure is must be seen in a date inserted
below the chart.
Factors affecting organizational Structure
 Growth or size -size significantly affects an organization's Structure.
 Ownership
 Strategy-an organizations Structure should facilitate the achievement of goals.
Structure should follow strategy. Strategy-structure framework focuses on
innovation, cost minimization and imitation.
 Subordinate interests/human resources -Higher skilled workers who need to work
in teams usually need a more flexible structure .Higher skilled workers often have
professional norms (CPAs, physicians).
 Centralization /authority
 Technology-the effectiveness of an organization is related to the "fit “between
technology and structure.
 Environmental uncertainty and Structure -environment has a major influence on
structure. One way to reduce environment uncertainty is to adjust the
organizational structure. Mechanistic organizations are most effective in a stable
environments. Organic organizations are best matched with dynamic and
uncertain environments.

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Managers must take into account all four factors (environment, strategic plan, technology
and culture). When designing the structure of the organization.

Types of organization structure

1. Line or military organization
A business organization is divided into various units or sections. Each section could be
fully responsible for the duty assigned to it. The authority flows from top level of
management downwards e.g. If a firm deals in two different items such as foodstuff and
cosmetics then according to this organizational structure or based on this structure the
firm would be divided into two sections the food sections and cosmetic section. Each of
this section would do its work independently e.g. production, selling purchase and the
accounting work would be done independently.
Advantages
 It is easily understood by the personnel.
 Easy to fix responsibilities at each level
 It clearly indicates the line of command in both downwards and upwards.
 It clearly shows the chain of command.
Disadvantages
 It may lack overall planning
 Poor coordination of work btw the different sections.
 It may lead to duplication of work that may lead to a waste of resources.
 The different sections don’t seem to belong to one single organization
structure.
Staff or Functional Organization
Here various depts. Are formed to provide service e.g. sales, purchase, personnel and
accounting. Each of these depts. Is specialized in a given activity and is head by a
Specialist e.g. A firm may be producing two different types of products such as
foodstuffs and cosmetic. Each of these depts. May serve the both units.
Advantages
a) It leads to specialization
a) Good coordination

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Disadvantages
a) There are too many bosses and experts
b) The system may be too doctorial.
Line & staff organization
It is combines both the line and staff organization. Some dept. would be independent
and perform specific tasks e.g. Production department while other dept. would be
providing services to the entire organization e.g. The sales, accounts depts. If a firm is
producing two products i.e. both foodstuff and cosmetic. Each will have an independent
production dept. and sales and personnel dept. will serve them
Advantages
 It leads to specialization
 Possibilities of coordinate of work
 Disadvantages
 It leads to conflict
 Staff members may take side between the two
 Staff is likely to vein dependent and perform specific tasks e.g. Pro
Disadvantages
 It leads to conflict
 Staff members may take side between the two
 Staff is likely to vet receiving contradicting orders.

Committee organization
It is a group of people assigned with specific tasks. Committee organizations are
common with organization, hospitals, schools etc.
Advantages
 Useful supplements to line and staff organization.
.It is through committee that staff can meet for discussion.
 It has a better decision making due to collective advice.
 There is improved motivation due to collective participation in decision making.
 It facilitates the implementation of the objectives.
 It is a very simple structure and it can be cheaper sung outside specialist for

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Disadvantages
 Modern business firms cannot be run by the committee alone.
 It is time consuming and costly
 It is difficult to hold only one person responsibility for any decision reached,
however unreasonable it may be.
 The decisions reached by majority are not necessarily the least mainly because
such decision s may be manipulated or controlled by a few individuals such as
the very powerful people.
Divisionalised/Functional organizations
These divide the organization along lines of skills that are needed within the business.
They usually include marketing, sales, research and development, production, operations
and so on. This involves structuring the organization into separate divisions, each
concerned with its own activity _manufacturing, selling, etc. A division is a collection of
functions working together to produce a product . Divisions create smaller, manageable
parts of a firm. Divisions develop a business _level strategy to compete. A division has
marketing, finance and other functions. Functional managers’ report to divisional
managers who then report to corporate management.
Advantages
 Foster professional identity.
 Easy to supervise by skilled Functional employees.
 Give opportunities for specialization in particular skills.
 Provide specialized information and knowledge to other departments of the
organization.
 Facilitates deployment of staff.
 Facilitates career development
Disadvantages
 May lead to sectional intrests_each department trying to outdo the other ones in
resources allocation.
 Does not encourage teamwork.
 Probability of resource under utilization

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 Inhibit development of well-rounded senior managers.

Geographic/Decentralized structures
Some organizations, especially large multinationals decentralize most of their activities
and retain only skeleton HQs Staff to deal with financial control matters, strategic
planning, legal issues and occasionally personnel matters _but only those to do with
senior management or an across the group basis(recruitment, development and
remuneration) .
Advantages
 Allows better knowledge of customers.
 Enables an organization to have goodwill of the areas where they operate.
 Enables the company to understand the labour market from which they can source
conveniently.
 Provides good training grounds for managerial staff.

Disadvantages
 May lead to underutilization of resources _may lead to closure of some branches.
 Duplication of activities is possible where there is poor coordination.
 Requires a high level of coordination.
 Build up heavy travel costs for managers who have to coordinate the locations.

Matrix structures
Matrix structures are a response to globalization of markets, intensification of
competition and the acceleration of product life cycles. Such structures are project based.
They are seen where people work in projects such as research and development units,
advertising agencies and management consultancies. In recent years the structure is seen
in all types of organisations.Project managers will have no permanent staff, except may
be administrative or secretarial support. Such structures draw their members from
professional groups, with members getting assigned as fully as possible to project teams.

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A matrix structure has two or more channels of command, two or more lines of budget
authority and two or more sources of performance and reward. It is meant to cope with a
variety of activities in a complex work environment.
Such a structure employs a multiple command system that also includes related support
mechanisms and associated organizational culture and behavior pattern. A matrix
organization is not desirable unless;
The organization must cope with two or more critical sectors (functions, products,
services, areas)
Organizational tasks are uncertain, complex and highly interdependent.
There are economies of scale.

Advantages

Encourages multiskilling and interdepartmental ideas and sharing of knowledge.

Increases flexibility of the human resources.
Can develop well-rounded managers.
Involves and challenges employees.
Motivates employees to identify with end products.

Disadvantages
Power struggle is common as different employees get caught in different leadership
struggles for resources.
Brings feelings of insecurity.
May stress managers as they try to balance the multiple roles, trying to judge what is
important and which form of success will aid their careers.
Requires a high level of coordination
Lead to conflict because lines of authority and responsibility get blurred and lack clarity.
Requires high level team spirit and interpersonal skills.
May affect workers performance. End of project may just be the end of employment.
Customer Based

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This is based on the customers served for this to happen the customers must be clearly
distinct _by taste preferences, needs, purchasing power and so on. Examples include;
wholesale and retail markets, banks, hospitals and so on. Closely related to this structure
is the market structure where divisions are based on the types of customers served.
Advantages
 Offers highly specialized customer service.
 Easy to control labor related costs
 Facilitates development of training programs
 Specialization can be devised
 Organization gains intimate knowledge of the needs of each category of
customers.
Disadvantages
 May lead to overspecialization
 May lead to sectionalism
 Requires high level coordination
 May lead to unnecessary competition over resources.ie Put pressure for special
facilities and benefits.
 Duplication of activities
Product based structure
This is based on organizations product line. It is commonly found in huge organizations
that deal with a variety of products and services. Each product line becomes headed by a
brand team leader or manager.
Advantages
 Enables the product group to concentrate on their priorities
 It enables groups to develop their own cultures
 Facilitates development of independent strategic plans and training programs.
 It allows for easy accounting practices facilitating focus on costs, profitability and
possible losses through the organizations.
 Decision making can be allocated specifically where problems arise.
Disadvantages
 May lead to overspecialization

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 Doesn't encourage multi skilling
 May lead to underutilization of resources
 Encourage competition between divisions that, may become counterproductive.
Network structure
Here managers coordinate relationships with internal and external entities to deliver their
products or services.eg.A Retail Company will focus on selling shoe items but outsources
the shoes design and production in partnership with other companies. The Structure
focuses more on open communication and relationships than hierarchy.
Advantages
 Giving the organization more agility and flexibility.
 Allows the core company to focus on what its best at.
 Lowers costs through outsourcing.
Disadvantages
 Duplicating services and resources.
 Creates confusion on specific roles and job functions.
 Growing complex and challenging to manage.
Team based structure
In this structure employees are grouped into skills based teams to work on specified
tasks.
Employees are allowed to move from team to team as they complete projects. The
structure focuses on problem solving and employee cooperation.
Advantages
 Helps streamline processes by breaking down silos.
 Easy decision making.
 Enhanced flexibility as it focuses on experience rather than seniority.
Disadvantages
 Decreases organization consistency
 Limits contact with other functions
 Increased potential conflicts
Circular Structure

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Here the structure relies on a hierarchy to depict higher level employees within the inner
ring of the circle.
Lower level employees on the outer rings.
At the center are the leaders who don't send orders down the chain of command but rather
outwards.
All departments are part of the same whole
Advantages
 Encourages communication across all staff levels.
 Free flow of information across the organization.
 Promotes collaboration among staff.
Disadvantage
 Requires more resources and training.
 Slow decision making
 Confusion over who to report to.
Various departments in an organization
Depart mentation
A department is a distinct area or unit or system of the organization carrying out specific
duties over which a manager has authority for performance of department duties.
These are divisions within a business that specialize in offering certain services that
contribute to the overall functionality of the business.
Each department within a business serves a unique specialized role and operates under a
set of organizational structure of the business owner’s choice.
In some cases an organization can combine two different departments into one cohesive
bigger department in an effort to save time, streamline processes, leverage resources and
create as many efficiencies as possible e.g. finance and accounts departments can be
consolidated into one as they share similar tasks and ultimately similar goals.
It is the process of creating divisions among functions and jobs and involves grouping
jobs into departments. The larger and complex organization is divided into smaller and
flexible administration units.
Factors that determine departmentation

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 Specialization -The departmentation method chosen should yield the advantages
of specialization and hence increase productivity.
 Culture -The departmentation method should take into account the local
conditions of the organization.
 Number of employees
 Economy - unnecessary departments should be avoided, as they may result to
duplication of roles.
 Activities - Activities securing greater management attention should be given
recognition by way of depart mentation.
 Orientation - The degree of international orientation and commitment of the
organization.
 Technology - The level of available technology in the organization and which can
be used to simplify certain tasks
 Environment - both internal and external environmental factors in the situation of
the company should be considered.
Advantages of departmentation
 Departmental office serves to speed up work as there is less volume of work and
documents.
 It is suitable for certain tasks of confidential nature like accounting and personnel
work.
 Reduces need for messengers and collective services between departments.
 Offers personal contact between workers and executives.
 Reduces dissatisfaction of staff at the segregation of sexes that results from the
creation of central services in a department of this type.
 Helps workers to learn more in addition to their routine work.
Helps in avoiding delays arising from lack of coordination and cooperation in service
delivery.
FUNCTIONS OF VARIOUS DEPARTMENTS
Personnel Department/human resource department
Its aim is:
a) To retain interest of the staff

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b) To boast the morale of staff
Duties of personnel Department
a) Recruiting and hiring staff to fill open positions in the organization.
b) Training and developing the staff to ensure maximum output.
c) Job description to ensure the right people are placed in the right positions for them
to deliver effectively.
d) Supervision and social welfare i.e. managing of employees’ health and safety
and creation of employees wellness initiatives.
e) Recommending, transfer and promotions, administering employee redundancies
and separation procedures.
f) Disciplinary matters e.g. to discipline or dismiss the staff
Others include: Retirement of staff & pension benefits
g) Ensure organization adheres to legal rules and guidelines.
h) Managing conflicts and administering grievances procedures.
I) Maintaining employee relations through negotiations, motivation,
Improving working conditions and rewarding good performance.
j) Determining staffing needs in the organization carrying out job analysis and
developing job descriptions and specifications

Transport department
It is the means where the passengers and goods are moved from one place to another.

Forms of transport
 Railway
 Road
 Air
 Sea
Function of the transport department in an organization
a) To transport staff members to and from work
b) Allows communication to be passed quickly
c) Transport raw materials to the firm.

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d) Used to sell the finished products of the organization
e) Essential services e.g. workers mail, drugs can be transported speedily
f) It avoids wastage of time.

Accounts department (finance)

It is headed by chief accountant there are also assistant accountants and book-keepers
Functions of accounts Dept.
a) Maintaining books of accounts- he/she pays the tax liability of the firm.
b) Making payment administration functions such as paying creditors, employees,
determining wages and salaries and maintaining income tax, allowances and
insurance records.
c) They develop budgets for the organization and other departments
d) To issue money to be used in the office
e) Keeping financial records/feasibility records -recording transactions involving
money inflows and outflows.
f) Preparing financial statements such as statement of cash flow, income statement
and balance sheet.
g) Carry out financial forecasting and planning for various projects to determine
their viability.
h) Raise finance as its technically responsible for how the organization comes up
with finances i.e. is it grants, loans? etc.

Purchasing department
a) To purchase raw materials, machinery and other resources to be used in
production
b) To receive quotation from the suppliers, negotiate with suppliers and establishing
good contracts and partnerships with them.
c) Placing purchase order.
d) It gives the accounts dept. information on the amount required to make a
particular purchase.

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e) Working on costs of production e.g. acquiring materials in large scale to achieve
low costs of production.
f) Keeping records of purchases and materials.
g) Ensuring compliance with company and industry policies.
Production department
Is a group of functions within a business that is responsible for the manufacture of goods
to a production schedule.
It's where raw materials are turned into finished goods

Functions
 Manufacturing goods for the business to create value for the customers.
 Designing goods and services to meet customers’ needs.
 Controlling the production processes to create outputs returning raw materials into
finished products.
 Implementing changes to existing products to improve them
 Producing goods at low costs to increase profits margins.
 Proper maintenance of equipment and machines in the production process.
Research and development department
Is where business gather knowledge to create new products or discover new ways to
improve their existing products or services.
Functions
 Develop technologies for running operations and implementing strategies for the
firm.
 Carrying out research to identify innovative ideas to help the company in its
growth.
 Conducting new product research to identify opportunities for developing new
products and creating new markets
 Carrying out new product development by coming up with creative and
innovative ideas.
 Upgrading new products and quality control checks
 Keeping with competition through innovation and adapting to new trends in the
market.

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Marketing department
The division that carries out marketing activities in an organization.
Functions
 Establishing distribution channels of the organization.ie how products and
services are delivered to customers.
 Identifying marketing strategies to promote the organization such as advertising
through television, digital marketing publicity etc.
 Communicating and responding to requests and concerns of customers.
 Carrying out market research.ie.gathering information about customers, their
needs, competitors and overall market suitability.
 Determining prices of products and services
 Carrying out sales forecasts and strategy to improve sales e.g. through personal
selling.
 Conduct market research -manage company brand, create promotional material.
Operations management department
Handles the oversight of planning organizing and production within a business. It
primarily focuses on delivery programs and emphasizes the end goals it's most important
task.
Functions
 Create strategies for improved operations performance.
 Assist in human resource department with recruiting.
 Searches for opportunities in which the business can operate.
 Develop policies and guidelines for the business.
 Creates and promotes company culture.
 Oversees business plans
 Creates short and long term goals for operations.
 Monitor business compliance with legal rules and guidelines.
 Oversees auditing of business.
 Research the market ideas for growth or development.
Information communication technology ICT

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Focuses on maintaining the computer infrastructure, holding governance over the entire
business's use of technology and ensuring the functionality of all systems in use
Functions
 Implement new software.
 Trains business employees on how to use software programs and technology.
 Maintain computer infrastructure.
 Perform software updates.
 Oversee data and information storage.
 Install hardware
 Act as technology consultants for all business departments.
 Trouble shoot computer or network issues.
 Research new software and information technology supplies.
Sales
Responsible for selling products or services for a company.
Functions
 Facilitates the sale of items.
 Sets prices for products
 Creates sales plan
 Develop strategies to increase sales
 Creates relationships with sales partners.
 Review sales plan results
 Manage inventory of products
 Create goals and targets for the department to reach.
 Develop distribution plan
Administrative department
They provide valuable services, enabling work processes to operate seamlessly and
decision makers to focus on value added tasks and responsibilities.
It takes keen interest in all functions in the organization, and act as eyes of the
management always vigilant and take care of every nook or corner of the employees’
activities.
Functions

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 Security management ensure safety measures, budgets, safety
cameras,etc,organisations entry and exit points, etc. are fully controlled and manned.
Also they issue circulars in relation to safety, security, transport, telephone, power supply
etc.
 Safety management _ensure buildings are well installed with fire
Equipment, enough emergency exits, fire alarm systems and adequate first aid.
 Health and hygiene management _ensure there's adequate supply of clean
Drinking water, and water for various uses, proper ventilation, enough sanitary facilities,
provide soap, hand dryers, washrooms, installation of exhaust fans etc.
 Transport management -ensure the drivers licenses are checked from
Time to time, have updates on vehicles conditions, put in place proper budgets for
expenditure etc.
 Logistics and inventory management -ensure sitting accommodation prior
Joining of a new employee, monitor company assets, ensure installation and maintenance
of machines.
 Maintain effective liaison -with government and non-governmental or semi
Government authorities. Develop relationships with law enforcing agencies, informed
prior to events that impact on the organizations interest.
 Protocol service management -ensure management obtains visas,
Passports, tickets, accommodation and other required support, handles expatriates,
arrange protocol duties to top management and VIP.
 Social gathering management -arrange social events and parties, get
together, etc. for management teams within the organization to develop an interactive
intra organization relationship.
 They develop inter organizational relationships through various social
Communication arrangements that will serve the organizations interests
 Membership affiliations and statutory requirement management -they
Ensure and contribute towards management ability to obtain prestigious status,
membership and affiliations of different local and world bodies pertinent to companies’
nature of business.
 Maintain membership with various associations to boost the

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Organizations image
 Utility management -ensure timely payment of taxes and utility bills,
Payment of telephone bills, water, maintenance of lifts, escalators etc.
 Housekeeping management -oversee activities of office
Attendants, cleaners, and gardeners. Ensure neatness and cleanliness. Provide training to
housekeeping employees from time to time.
 Financial management -keep records and monitor office and
Organization’s expenses on a daily basis. Provide report to the management regarding
monthly budgets and actual expenses.

 Discipline management -take disciplinary actions as, and when required

Relationships between departments

a) It is a frame work showing business operation.
Corporate objectives

Functions

D E P A R T M E N T S
Activities
Sec
Line organization: Personnel and responsibilities
RELATIONSHIP
1. Line Relationship
Office Manager

Mail room Telecoms Print room Secretariat

Supervisor supervisor supervisor supervisor

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Incoming Dispatch Chief
Mail Clerk Messenger
Clerk

Messenger
Note: The mail room supervisor is directly responsible the office manager for the
efficiency of the main room. He gives instructions to the incoming mail clerk. Dispatch
clerk and chief messenger. He does not give instruction to the messengers. There must be
done by the chief messengers. Clerk. Dispatch clerk and chief messenger. He does not
give instruction to the messengers. There must be done by the chief messengers.

Staff Relationship
General Manager
Chief Sales Manager Personnel Manager Chief Buyer
Accountant
Area Manager Personnel Training

Officers Manager
Sales Representatives Training officers
Note
The training Manager can be asked to advice but he does not give it unless requested.
Neither can instruct his training officers to carry out training unless the departments
managers agree on the other hand if the General Manager instructs the personnel
managers to ensure that the sales representatives were trained, than the training
manager would have greater authority.
Relationships.
There are four main types of relationship between staff. These are
a) Line
b) Staff
c) Lateral
d) Functional

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These relationships are related to the types of organization
1. LINE RELATIONSHIP
Here each individual is in direct line relationship with his immediate superior and his
immediate subordinate. He is expected to take instruction from his superior and to be
responsible to that superior for the satisfaction performance of the work which has been
delegated to him. He can give instruction and delegate work to his immediate subordinate
and he is responsible for seeing the work is done satisfactorily.
2. LITERAL RELATIONSHIP
Here, two or more individuals who carry within the span of control of the same superior.
They are both directly responsible to the superior but they may not be of the same status
or of the same salary or have identical qualifications or experience.
In the line relationship, diagram the four supervisors are in lateral relationship with each
other. They may not give instructions to one another or to the subordinates of another
supervisor.
3. STAFF REALTIONSHIP
As mentioned above (See line &staff) Organizations. A manager may need staff advice of
other managers in order to perform his duties (e.g. see the diagram on relationship of
staff) the sales manager may need the advice of training manager or training officers
about suitable courses for his sales representatives. The sales manager is not obliged to
follow that advice though he would be polished not to do so without good reason. The
training manager can do no more than to give advice. Unfortunately, many managers do
Not make sufficient views of staff relationship and or run their departments
satisfactorily. Alternatively the managers get the advice he needs from other sources at a
necessary cost of time and money.
4. FUNCTIONAL RELATIONSHIP
It is similar to a staff relationship and indeed it is sometimes difficult to differeciate
between the two. The major difference is that where there is a functional relationship,
the person calls in for advice has the authority of his specialization and can carry out his
duties in other managers domain e.g. a production manager might not need to dismiss
a member of his staff but cannot do so without the authority of the personnel
manager. Though the production manager and the personnel manager who will

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normally be in a lateral relationship cannot give each other instructions. The
personnel officers doesn’t have the authority to veto the dismissal if its contravene
to the company or legal regulations.

CHAPTER 3
Office organization
Meaning of organization
Is an element of management, an organization occurs when two or more people work
together and coordinate their activities to achieve common objectives/goals. Refers to the
Structure of relationships among individuals. It is also a social unit that is structured and
managed to meet a need or to achieve common goals.Organisations have management
structure that determines the relationships between the different activities and the
members and subdivides and assigns roles, responsibilities and authority to carryout
different tasks.
Principles of an organization
Division of work
Unity of command
Unity of direction
Chain of command
Span of control- refers to the number of employees who report to a manager or number of
subordinates that one manager can supervise directly. Also called span of management,
span of supervision
Span of control depends on
Ability of both subordinates and managers
Level of superior hierarchy
Faith in subordinates
Nature and type of work
Physical dispersion of subordinates
Need for communication types of organization and management
Adequacy of authority
Coordination and balance

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Discipline.
Fixed accountability
Features of an organization
Division of work
Common objectives
Coordination and communication
Plurality of persons
Chain of command
Principles of organization
Span of control
Unity of direction
Authority
Scalar chain
Specialization
Discipline
Coordination
DELEGATION
It refers to the process whereby a manager assign duties to subordinates and also grants
the subordinates the necessary authority or powers to carry out those activities or to
make decision or to take action.
Delegation of a responsibility is only effective if one is granted full authority to carry out
the duty.
Authority is the power to make decision or to take actions fully.
Advantages of delegation
a) It relieves a manager of his workload so that he can have time to think, plan and
make decisions present and solve problems.
b) It enables the work load to be spread over available staff.
c) The manager does not have the time and energy to handle every activity of the
organization.
d) It enables work to continue so that the objectives of the organization are achieved
as each subordinate will have a duty to handle.

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e) The subordinates are able to carry out their duties without unnecessary
interference or supervision.
f) Proper delegation helps to train the subordinates’ higher responsibilities.

Disadvantages of Delegation
a) The person who delegates still remain accountable for the work done by this
subordinates hence a manager can still suffer for the mistake of his
subordinates.
b) There are some tasks which may not be delegated and so they will remain
undone incase the name is absent.
c) One cannot delegate unless there is suitable personnel.
d) Such a person should be qualified, experienced, interested, happy and capable
of carrying out the tasks.
e) Some managers may delegate so much that they may not know what goes on
in their departments.
f) A manager who delegates is still required to check the work done by his
subordinate
Guidelines for effective delegation
1. Grant proper amount of authority
2. Define the results expected
3. Consider the capabilities of the subordinates
4. Ensure authority is clearly stated
5. Create a supportive climate
6. Free communication
7. Develop a willingness to delegate
8. Follow unity of command and chain of command
Barriers to delegation
1. Negative personal attitudes
2. Unreceptiveness of other people views
3. Unwillingness to let go
4. Unwillingness to let others make mistakes

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5. Perceived threat
6. A feeling of inadequacy
PRINCIPLES OF ORGANIZATION
 Unity of command
 Division of work
 Span of control
 Centralization
 Unity of direction
 Fixed accountability
Decentralization
Is the systematic effort to delegate to the lowest level authority except that which can
only be exercised at the central point. It also means that important decisions will be made
at lower level without being subjected to prior approval of higher authority.
Factors that influence degree of decentralization
1. Nature of growth of the enterprise
2. Outlook of top management
3. Size and dispersal of operations
4. Nature of function
5. Availability of able management
Advantages of decentralization
 Relief of top management
 Motivation of subordinates
 Intimate relationship
 Sense of competition
 Effective control
Disadvantages
a) Lack of control
b) Costly
c) Lack of able managers
d) Decentralization
 Authority & Responsibility

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 Scalar principle (chain of command

OFFICE ORGANISATION
Organization structure
In order to organize anything
It is necessary to determine what the objectives are to be met if certain work will have to
be done involving a variety of activities.
ORGANIZATION
It is the arrangement of work by which the activities are divided among people or
groups of people to whom responsibilities, duties and authorities are allocated.
Note: This division of activities results in creation of department and sections which may
be specialized i.e. Carrying out one particular type of activity or may be concerned with
a particular object or groups of functional activities.
Responsibilities
It refers to the area of work for which a person or a group of people is accountable e.g. A
departmental manager is responsible for coordination it activities of various sections in
his department
Duties
It refers to the work requirement arising from responsibilities e.g. one of the duties of a
typing pool supervisor is to check the work of junior typists because the supervisor is
responsible for the accuracy of work even though it is typed by a subordinate.
Authority
It is the power vested in the position hold by an employee. He can make decisions and
take action e.g. A secretary given authority to sign orders up to a maximum of 10,000.
Authority to invest age anomalies on the orders.
It is essential that the organization is structures downward. The starting point being
corporative objective. Every single person employed in the organization, every single
activity undertaken should be geared to the attainment of those objectives.
Individuals managers must be given responsibilities and authority to organize their
own dept. but they should do it within the content of the overall organizational
policies.

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If the corporative objectives are to be the goal of every one the organization structure
must be cohesive, precise yet flexible i.e. Capable of adaptation to meet the changing
needs resulting from growth or department.
CENTRALIZATION
This is the system adopted by organization in order to control the general services by the
whole firm by placing them in a central place. It also refers to some organizations which
control their branches from the head office i.e. All the decisions are taken at the head
office and the branches are given order and instructions on what to do. They are required
to report on their progress. The system generally works as follows.
a)The head office issues instructions as to what it wants done and how it
should be done.
b) The branches execute the instructions and report the progress.
c)If instructions have been adhered to work continue. If on the other hand
they have not been adhere to the head office. Issues further instructions
to rectify the solution. A branch system works differently.
d) Decisions are made at departmental or branch levels.
e)The lab our force and equipment are individual.

Advantages of centralization
a) The system is economical e.g. For the labour force and fewer people need to be
employed for office space, relatively less space is needed for these services. The
unskilled members of staff can be trained later to be useful as the acquired skill.
b) There is a better administration and control because
Staff time is supervised and is easily controlled.
i) Machine are controlled and are kept in operation at the time.
ii) Stationery is controlled and there is uniformly in its use.
C,, There is better use of specialized staff since there are no interruptions over
unnecessary calls, visits etc. These activities are allocated to people who should handle
them.
c) There is a greater flexibility in the use of staff e.g. You can have a receptionist
who can duplicate, type etc.

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d) there is a greater variety of services as all machinery and equipment are together
as one cannot get services from another without being duly inconvenienced .
e) Communication becomes easier.
f) Reduces the number of furniture and equipment as well
g) Reduces duplication of work and activities
h) Facilitates staff training and development
Disadvantages
a) There is atmosphere of impersonality to work hence the staff tend to get frustrated
and sometimes leaves the organization.
b) Inefficiency: It results from the impersonal activities from work. Workers tend to
waste time moving from one section to another.
c) Work tend to be routine hence the firm may lose the brighter member of
staff, boredom and lack of motivation may also cause loose of staff.
d) Sometimes there is un impracticability for such instructions since the decision
maker does not see what is happening at the working place.
The staff may resent to the fact that they are doing parts of the whole job system they
would love to see the whole picture of the work process they therefore get boredom
and tax.
e) Specialized training required is expensive
CENTRALISATION OF GENERAL OFFICE SERVICES
Many office services are centralized because it is common in many organization usually
the general services that need to be organized centrally are divided into 2 classes.
a) Primary clerical activities.
b) Secondary clerical activities.
PRIMARY CLERTICAL ACTIVITIES
These are the basic activities in an office that need skills when performing them. They
include;
a) Handling mails
b) Reception
c) Duplication & photocopying
d) Filing & Indexing

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e) Dictation, typewriting
f) Machine operation
SECONDARY
These are activities performed in an office requiring knowledge. They include;
a) Planning journal
b) Correspondence & communication
c) Meetings
d) Sources of information
e) Use of visual aids.
f) Business background.
g) Reports
h) Calculations
The department under which these general services are centralized in an organization is
called the general administration office. It is not possible to centralize fully all general
services. When deciding which services to be centralized and which to allocate to
individuals departments such factors as the purpose, size, the kind of work, office
location, accommodation or promises or building is available and the staff available
should be taken into account.
ORGANIZATION OF GENERAL ADMINSTRATION OFFICE
The services centralized in the general administration office can be organized as shown
by the following chart;

GENERAL ADMINISTRATION
MANAGER
SHIRLEEN MUTAY

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Personal Secretary

Supervisor Supervisor
Supervisor Mohammed
L. Kalulu J. Kamau

Office Machines
Company’s J. Tonnie
Car Duplicating
Salome K F. Owuor
Files
O. Getao
Packing &
Photographic Distribution
N. Njoroge A. Amin
Stationery Library
S.Forest G.Kamau
Mail Room
E.Otieno Tel
M. Ngugi Receptionist
K. Gato

Supervisor
J. Kamau

FUNCTIONS OF THE GENERAL OFFICE

The duties of this general office are
1. To provide general services for the specialized dept., it thus.
a) Receives and distribute mails to all other departments.

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b) Collect from un posted mails to all other departments
2. It acts as a resource center providing things as
a) Handout
b) Publicity material
c) Display facilities
d) Running and controlling the library as a resource Centre.
2. It acts as a reserve for other department in times of pressure e.g. if one of the
departmental typist is sick, the typing pool can allocate one of his typist to that
department
Good hygiene

CHAPTER 5
THE OFFICE PERSONNEL
The office personnel
GENERAL ADMIN. OFFICE STAFF

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Types of office personnel, their duties and responsibilities and the qualities required
of various office personnel
The centralized services are performed by various members of staff. These office workers
are graded differently on basis of their qualification, experience and nature of work. They
include
a) The office manager
b) The office messenger
c) Receptionist
d) Copy typist
e) Stenographers or shorthand typist
f) Personal secretary
g) The supervisor or section head
Qualities of an office worker /personnel
The office staff must have some qualities to perform their duties more effectively and
successfully. The main qualities of office workers may be classified under
Personal

Attractive personality
Personnel interests
Qualifications/training
Office etiquette is the code of professional conduct or social behavior.
Honesty and loyalty to the organization
Should be well disciplined
Behave with fellow office workers and clients in a polite and respectable way
Should give due respect to seniors
Be punctual and regular.
OFFICE MANAGER
a) His position in the office
b) Is the title given to the person charged Control the filing & indexing system
for other departments.
c) Types all the correspondence for all the departments.

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d) Undertakes reprographic work for all departments this handles the telephone
and messenger services. Clerical staff. Duties of manager
e) Draws up or assists in drawing up policies, implementing policies relating to
the running of the office.
f) He is the firm resource allocator e.g. They maintain material
g) Sends back the report to any correspondence that requires them (feedback)
h) NB The above are the duties of a manager in relation to top management
i) Ensures the smooth flow of work in an office.
j) Trains the office staff
k) Chooses or advises on choosing machines and other assets required in the
office.
l) Fights for the wellbeing/welfare of the employee’s eg.promotions etc.
m) Motivates the staff towards realization of company's objectives
n) Duties of a manager in relation to top management
o) Gives instruction to the staff he leads them.
p) Control any chance of wastage in the firm resources
q) Offers training programmed to the staffs.
r) Maintains good human relation
Functional in Relation to Work itself.
a) Plans the work
b) Supervises the work
c) Set the standard to be achieved.
d) Develop new method
e) Delegates the work (duties)
f) Carries out work appraisal
g) Distributes the work evenly among the members.
Functions of a manager in relation to the subordinates
a) Training the subordinates
b) Settling the disputes
c) Delegation of responsibility
d) Giving credit pays where due.

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e) Maintaining discipline.
Qualities necessary for office manager
a) Ability to organize
b) Be self-controlled and sincerity.
c) Ability to delegate work
d) Leadership
e) Sound judgment
f) Methodical
g) Communicator
h) Strong character
i) Discipline
j) Politeness
k) Forward looking
l) Qualities of a good personnel officer
m) Have knowledge of different jobs within the organization
n) Be trained professional manager
o) Be able to listen to the staff problems
p) Be able to assess the working morale
q) Be firm on disciplinary procedure.
r) Have a sound knowledge of organizational structure
s) Possess a good personality, able to command the respect of his fellows line
managers.

The company secretary (Duties)

He is the link btw the company and the shareholders.
He co-operates with the chief accountant and other heads of departments.
He keeps the records of proceedings at all meetings.
He sees that the register of shareholders is kept up to date.
Duties of the production manager
He deals with the production of goods and supervises the entire production operations.
He plans new methods and changes of production

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He works with the personnel department in order to ensure meeting his lour requirements.
He plans the supply of new raw materials for production in liaison with the purchasing
officer.
Purchasing manager
He keeps records for the purchases
He controls all purchasing done by the firm
He buys equipment & raw materials.
He conducts market research to know what is needed
OFFICE MESSENGER
Should be treated with some respect that is given to other members of the organization.
He should;
a) Be a person of general education
b) Have knowledge of organization and the town where the organization operates.
c) Should wear organization uniform for identification with a badge bearing the
name of the organization and his name.
d) Be able to perform some simple general routine.
e) Have courtesy and sense of understanding.

Duties of office messenger

a) Collecting and posting mails
b) Mails distribution within the offices or depts.
c) Taking of the parcels to the carrier for dispatch.
d) Messengerial duties e.g. Collecting files from the registries
e) Taking work for duplication or undertaking duplication himself.
f) Helping the receptionist to escort the visitors to offices within the building or to
another building.
g) Training in the office routine to include sorting, recording, filing, petty cash
record, telephone so as to acquire a good all-around general clerical experience
for his failure progress.
h) Making and serving tea.

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i) Relieving the telephone or reprographic cleric at times of sickness in an
emergency.
Receptionist
Reception office
It is that part of an office where all visitors to an organization are required to report and
inform the receptionist about the purpose of their visit.
The receptionist receives the visitors and guides them to see the concerned staff member.
Importance of Reception office
a) It helps to create a good reputation of a firm (image)
b) It helps to attract more customers.
c) It serves the time of visitors by guiding them see the concerned people in the
organization.
d) All the visitors and staff members pass through the reception office and this
procedure helps to enforce proper security measures.
e) Help minimize the expenditure of the firm e.g. by controlling the calls made i.e.
the reverse calls.
Location of a reception office
It must be located near the main entrance of the office building or at the entrance to the
suite of the office.
The person who is employed to receive and guide the visitors is called Receptionist. In
some offices, the notice take “enquiries “or reception helps the visitor to find the
reception office.
Layout of the reception office
The layout of the reception office helps to create a good image of any organization to its
visitors. It must be impressive and well planned. Some organizations keep very expensive
furniture in the reception office. The office is important aspect which must be taken into
consideration for an impressive layout.

Factors to consider when laying out a reception on office.

a) It should be next to the main office entrance.
b) Organizational type i.e. decentralized or centralized organization.

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c) Capital (cost)
d) The size of the organization
e) The duties to be performed at the reception
f) The occupants of the reception office.
Facilities in the reception office
 Telephone
 Air conditioner
 Cabinets (shelves)
 Computer or typewriter
 Lounge (sofa set)
 Reading materials
 Flowers

There is a lounge in the reception office of a large organization where visitors sit waiting
to be attended by the reception office.
Telephone
The visitors can get in touch with the organization or staff members if necessary by
telephone.
Reading materials
In busy offices, some reading materials are provided to the visitors’ i.e. journals,
magazines, or newspaper while waiting to be attended to.
Flowers
Flowers are used to decorate reception office to give a pleasant view to the visitors.
FUNCTION OF A RECEPTIONIST
a) To receive the visitor s and guide those to see respective staff members.
b) To receive messengers and to pass them to the respective people.
c) To control the switch board and to handle the telephone system.
d) To receive the packages for onwards transmission to respective departments.
e) To make the appointments on behalf of visitors with senior members of staff.
f) To type letters and other documents
g) To receive orders from customers if required.

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h) To supervise the messengers and instruct them to deliver messages and mail.
i) To perform the duties of a petty cashier if required.
j) To keep simple records e.g. cars going to work out.
k) To maintain the register of callers to the organization or visitors.

Qualities of a receptionist
Traits (character)
A receptionist must have some specific qualities in order to perform his/her duties more
efficient and successfully. The good reputation of an organization can be created by
devoted as efficient receptionist
Qualities of a receptionist
a) Attractive personality e.g. the way a person is dressed. A receptionist must have
attractive personality, a smart appearance of the receptionist helps to create a
good image of the organization.
b) Impressive speaking style: e.g. proper pronunciation and be fluent in the
languages used. This will help to convince the callers or the visitors.
c) Friendly attitude e.g. they should be ready to assist, willing to help and ready to
listen to the visitors. He should be willingness to help the visitor and his behavior
must be friendly.
d) Sound Knowledge: A receptionist must have sound knowledge in respect of the
various activities of the organization.
e) Time consciousness: A receptionist must give due consideration to the visitors’
time, the visitors to an organization expect to be attended to without unnecessary
delays. If the receptionist is too busy , then a statement such as “ I will be with
You in a few minutes” is needed. This will give the impression to those visitors
that they are going to be attended.
f) Polite & diplomatic: A receptionist must be polite and diplomatic while attending
to visitors. Even to visitors whose attitudes are aggressive and unreasonable.
g) Honest and sincere: A receptionist must take interest in the problems of the
visitors and try to solve the problems honestly and sincerely.
The reception procedure

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The reception procedures must be laid down by the organization and it must be followed
strictly by the receptionist.
The following rules are normally included in the procedure
a) To welcome the visitors warmly and with a smile
b) To find out what the visitor want s and then try to solve the problem as soon as
possible.
c) To avoid doing unnecessary things while the visitor is waiting for attention of the
receptionist.
d) It the receptionist is busy at the switch board, the visitor must be received with a
similar in the nearest time possible.
e) To offer a sit to the visitor if he/she is required to wait for some times.
f) To escort the visitor personally or call a messenger to escort him while going in
to see the concerned person.
g) To ensure that the visitors was well attended to by the concerned person

CHAPTER 4
THE OFFICE
Specific objectives
At the end of this topic the trainee should be able to:
a) Outline the factors to be considered when selecting an office site
b) Highlight the meaning of office plan and discuss the main types
of office plan.

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c) Discuss the meaning landscaping
d) Outline different types of office accommodation
Definition of an office
This is a room or set of rooms or building used as a place for clerical activities,
administrative work or commercial work.
Functions of an office
 Receiving information from within the organization or from outside source by
word of mouth, telephone or written communication.
 Recording or storing of information that is received so that it can be accessed
easily when required.
 Processing all information received so that the management can use it for making
decisions.
 Distribution of information within and outside the organization so that it can be
acted upon.
 Protecting the organizations assets through records which are kept safely. The
records account for the firm’s assets
 Ensuring that the firm operates under the laws within which it was established to
avoid legal action being taken against itFUNCTIONS OF THE GENERAL
OFFICE
 The duties of this general office are
 To provide general services for the specialized dept., it thus.
 Receives and distribute mails to all other departments.
 Collect from un posted mails to all other departments
 2. It acts as a resource center providing things as
 Handout
 Publicity material
 Display facilities
 Running and controlling the library as a resource Centre.
 It acts as a reserve for other department in times of pressure e.g. if one of the
departmental typist is sick, the typing pool can allocate one of his typist to that
department.

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FUNCTIONS OF THE GENERAL OFFICE
The duties of this general office are
To provide general services for the specialized dept., it thus.
Receives and distribute mails to all other departments.
Collect from un posted mails to all other departments
2. It acts as a resource center providing things as
Handout
Publicity material
Display facilities
Running and controlling the library as a resource Centre.
It acts as a reserve for other department in times of pressure e.g. if one of the
departmental typist is sick, the typing pool can allocate one of his typist to that
department
Factors to consider when locating an office
These are factors to consider when deciding about a new office site, that is the, physical
place where an office should be;
 Space available for current use and future expansion.
 Security of the locality for both workers and assets in the office.
 The cost of obtaining the office premises must be reasonable and within the
financial resources of the organization.
 The public image resulting from locating an office in a certain area. Certain areas
of town are considered as high class while other areas are considered as low class
areas.
 Availability of labour, some areas may have a shortage of qualified manpower.
 Access of the location by workers, suppliers and clients.
 Proximity to ancillary services e.g. electricity, water, banks, telephone etc.
 Whether the office premises will be on rental or can be bought by the
organization.
Why offices are located from urban concentration/central business location to sub
urban and pre urban areas

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Higher costs -office space in the central business location is quite expensive while it is
relatively cheaper in the outskirts of the town.
Overcrowding and congestion -urban areas are overcrowded and congested with all their
bad consequences.
Required office space needed is limited --in urban areas and may be suitable for a fast
growing firm.
Growing transport and communication facilities -the growth of modern means of
transport and communication has facilitated the growth of suburbs where office building
can be located.
Shift industrial activities - there has been a physical shift of industry from urban to
suburbs or even in rural areas. This also means that some parts of an office must go to
suburbs along with the manufacturing unit.
Securing the office building or space
This is where one may ask whether to buy an office building so that you own it and is
referred to as freehold or whether to lease or rent an office building and is referred to as
leasehold.
Advantages of freehold -owning a building
1. Creates a good image to the eyes of the customers.
2. Can be used as security in case of need of a loan.
3. Rent a portion of it and obtain income until such extra space is needed.
4. Modifications can be made in future such as expansion.
5. Free to move as one is not bound by a fixed term contract.
6. Profit from the building when sold, if it appreciates(gains in value)
7. Building can be planned and designed to fit the exact requirements of the
organization.
Disadvantages
1. Ties up a lot of capital and may be difficult to quickly recover
2. Maintenance and repair costs are borne by the owners.
3. In case of mortgage, repossession is a threat if you cannot keep up with
repayments of the mortgage.
Advantages of leasehold -renting a building

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1. Most convenient arrangement for medium and small offices and newly started
firms.
2. Suitable where requirement of space is limited or the business is not stable or of
permanent character or cost of owning, office accommodation is beyond the
capacity of the firm in question.
3. Greater flexibility in terms of location, i.e. change in location of the office can be
effected with great ease, i.e. flexibility to shift to a better location as and when
necessary.
4. It gives management freedom to select the office space in keeping with its
financial capacity
5. It frees the management from maintenance costs and worries.
Disadvantages
1. It is really possible to get the accommodation exactly suited to the requirements
of the organization.
2. Office space cannot be adopted or altered to suit the requirements of the
organization nor is it possible to sublet the surplus space if any.
3. High cost renting -rents are generally very high for urban locations thus the
operating cost of the business may increase
4. Lack of permanent rented building doesn't lead to permanence of address. This
may cause inconvenience to some customers.
5. Wastage of space - since the building is not constructed on the basis of the layout
plan of the organization, some areas may go to waste in the layout process.
6. The location may not be a suitable one.
Office layout
This is the arrangement of the floor space in an office in terms of placing of office
furniture and fittings, office machines and equipment, office stationery, placement of
flowers etc.
OFFICE LAYOUT
Importance of office layout
 There is a proper use of space.
 Better use of machines

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 Supervising is made easier.
 Communication among the staff is faster which enhance comfortable and thus
helps to achieve efficiency.
PLANNING OFFICE LAYOUT
STEPS TO FOLLOW
 Get a piece of proper, suitably, a graph paper for accuracy.
 Draw in the available space on a graph paper using a scale i.e. What each inch on
a graph paper represent of the office space e.g. scale a half inch, or one feet ( a
half inch represent one feet)
 Mark permanent features like doors, windows, task chairs, filing cabinets on the
graph paper. This will allow centralization of such items and allow for natural
light.
 Cut out template of thick paper of various colors. Different colors should
represent specific items of office furniture and equipment e.g. Red template may
represent office tasks and green template may represent office chairs.
 Consider the principle of office layout.
 Place the template on the graph paper; this would be easy to move around. Once
the ideal location of each item have been found. Stick the template with a drawing
pin or
 Place the furniture according to the template
Factors to consider when designing the layout of an office
 Each worker should be allocated enough working space
 Avoid partitions/walls when necessary to economize on office space
 The layout should allow free flow of work.
 Equipment that are commonly used in the office should be set at strategic position
for ease of accessibility.
 Well-designed pathways free from obstruction should be sufficient in number and
in width to be provided.
 Planners should ensure that all rules and regulations governing the establishment
of offices have been adhered to e.g. adequate lighting, sanitation, air conditioning
and ventilation among others.

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 The office should be presentable as it creates the first impression about the
organization e.g. flowers, plants, wall hangings should be well placed in the
office.
The factors affecting the selection of office layout include
a) The floor space available - if the floor space is limited open plan office is
more favorable in order to accommodate more workers.
b) The amount of funds the proprietor has in hand.
c) The size of machinery and plants to be installed.
d) Number of office personnel to be employed.
e) The nature of the work - work of confidential nature requires private
rooms e.g. Board meetings where policy matters are discussed or statistical
work or work that doesn't require noise.
f)The amount of transparency received.
g) Maximum use of plant and machinery.-proximity to equipment which is
commonly used being made accessible to workers.
h) Status of workers to be accommodated in the office - top executives are to
be provided with closed office for reasons of prestige.
i) The need for work to flow smoothly - from one point to another taking
shortest route for flow of papers and movement of people to avoid wastage of
time.
j) Ease of communication -the flow of communication both oral and written
should be quicker and easier with no movement of workers from office to
another.
k) The amount of supervision required for workers - supervision of many
workers requires open plan office as it eases supervision.
Benefits of good office layout
 Supervision is easier
 Easy communication
 Improves human relations among workers which reduces conflicts amongst
employees
 Better use of office equipment and machines.

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 Greater economy in the utilization of floor space.
 Ensures efficiency in getting work done.
 Provided conducive environment to workers which improves their morale
TYPES OF OFFICE ACCOMODATION/OFFICE LAYOUT
When starting a business the proprietor must bear in mind a lot of factors especially on
the type of an office that he wants to come up with. This will give rise to choosing either
I) An open plan office in
ii) Enclosed office
iii) Using both at the same time.
Open plan office
An open plan office is one whereby a large room is a set aside to be shared by several
departments or sections working in separate offices e.g. The banks where the accounts,
the cash, the foreign exchange and the loans departments are all set one large office.
An enclosed office is one whereby only one man or a few people share a common
room e.g. government offices where the doors leading to a given office bear the name
and the title of the officer in charge of that office e.g. MD, Chief Secretary, Chief
personnel.
Advantages of an open plan.
a) It allows smooth flow of the work in conform to straight line principles of work
flow e. In a case documents are processed and transferred by a series of clerks
hence time sharing and avoidance of unnecessary market.
b) Members of staff can locate one another easily leading to interpersonal relations.
c) Easy supervisory work.
d) It saves other firms or organizations resources e.g. land, power supply, heat and
space cost.
e) The placing of movable equipment especially machines like telephone, typewriter
becomes easier. Creates efficient use of machine's and equipment.
f) It improves the sitting arrangement and hence the aesthetic aspects of the office.
g) Cheaper since one large room is constructed and there is no portioning which is
expensive and it is less costly to install lighting and heating.
h) Less movement by employees, less distractions hence less time wastage.

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i) Discourages lateness and abseentism as one is easily discovered.
j) Minimizes corruption since confidential discussions cannot take place.
Disadvantages
a) No privacy hence difficulty in handling of private matters
b) Documents can get lost
c) Contagious diseases can easily spread as many workers are accommodated in one
space.
d) Lack of concentration as machines may distract people e.g. ringing of telephones,
unnecessary movements and noise making.
e) Occupies a large space hence people may have different views concerning
lighting, heating and ventilation.
Enclosed plan office
Is an office with mainly one person or two sharing a room? Commonly used by top
executives, nowadays enclosed offices are used under the following conditions
Top management are provided for reasons of prestige.
Work requiring privacy i.e. confidential nature
Work requiring absolute silence.
Advantages
 Confidential matters are easily dealt with
 One can fully concentrate since there is less disruptions
 Security of documents is assured
 Easy to maintain since there's less furniture and movement.
 Workers and clients are easily served and there's ease in office location as tittles
are usually pinned on the door
 One can give the office personal touch since there are no conflicting ideas.
Disadvantages
 Wastage of office space since only one or two personnel only occupy the floor
space.
 Supervision is not easy as the supervisor may not be in view of the employees at
all times.
 Employees rarely meet hence less interpersonal relationships.

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 Low communication levels as employees are in different offices.
 Partitioning the offices is costly
 High chances of absenteeism and lateness
 Corruption may be enhanced as private discussion can take place
 Inflexible as it is not easy to redesign the office when changes arise.
Landscaped office
Features of a landscaped office
 Judicious distribution of indoor plants usually against walls
 Carpeted floors, air conditioning and soft lighting
 Working desks and chairs are arranged in clusters each facing a different
direction.
 There's arrangement of screens both for acoustic purposes and give privacy
 Rest areas are available for employees to relax and have refreshments
 Provision of adequate working space for all employees
Advantages
 The office wears a smart look hence provide advertisement for the organization at
no additional costs
 Influences prestige of the organization, builds confidence and trust forming
positive impression.
 Enhances employees’ morale as one works while observing what other
employees are doing.
 A proper working atmosphere conducive for work improves efficiency levelsft
lighting and air conditioning.
Disadvantages
 Artificial lighting is required as natural light wouldn't be enough
 High costs of air conditioning , insulation, carpeting and lighting
Factors affecting choice of office accommodation.
1. The proximity services – This is to offer support services between the offices that you are
going to create and consider the distance. These services include clearing and forwarding
offices.

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2. Leasehold vs. freehold – It is something to do with land ownership. Leasehold is where the
land has been leased while free hold is where the land belongs to the owner.
3. Size- should provide adequate space for staff and equipment to allow efficient performance
of both
4. Availability of space, shape, lighting and ventilation. The lighting system – e.g. The
condition put by the power & lightening company for people not to put up a building near a
place where a cable of the electricity (power) passes.
5. Cost not only depends on the location of the office but also depends on factors such as size
of space, internal arrangements etc.
6. Noise – e.g. The source of noise that may come from tether or nearby places.
7. Heating systems.
8. Air condition – consider the temperature of that particular place.
9. Safety - e.g. Security i.e. Having fire extinguishers in case of fire breakout, Instruction
given about dangerous machines used in the office, covering loose open wires of the
electricity.
10. Legal requirements – the laws of the country calling in the building expert to assess the
offices building, the size of the office.
11. The number of staff to be employed.
Facilities of office organization and layout
Internal arrangements should fit with the overall structure of the organization and system of
operations
The number, size and shape of rooms location and other arrangements should fit with the
location of departments and layout of staff and equipment
Sanitation and cleanliness.
Temperature and humidity.
Location of departments
Departments dealing with the public like reception and mail office must be close to the
entrance.
Offices requiring concentration and much thinking should be kept a bit far to allow them
quieter working atmosphere.
Department with heavy machinery and equipment should be kept on the ground floor.

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Departments serving others should be placed centrally e.g. typing pool.
Departments should be located such that essential facilities can be shared e.g. toilets,
washbasins etc.
Some departments require natural lighting e.g. drawing room and should be located
accordingly
Closely related departments regarding their activities should be located close to each other.
OFFICE LAND SCAPING
It is an attempt to bring nature to an office especially the large open planned office. This
may be done using any of the following features.
By placing indoors plants in the office
 Low volume music
 Painting natural sceneries on the walls.
 Using office equipment which has the shape of natural things.
 The floor may be carpeted and office may be air conditioned.
 Properly arranging of furniture e.g. clusters each facing a different direction.
 Provide a launch for employees to relax and refreshment.
 Provides soft music to relax the mind.
 Provide enough space for all members of staff.
Legal requirements for physical conditions
The law requires that appropriate physical conditions maintained for the protection of
office building and the staff. The act covers such conditions as
Cleanliness
Ventilation
Building condition
Washing facilities
Sanitation and cleanliness
Using dangerous machines.
Fire precaution
First aid
Temperature
Accidents

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Notification of accidents
Overcrowding
BENEFITS OF PROVIDING GOOD PHYSICAL CONDITIONS
Since people spend much of their time in the office the surrounding should be safe and
pleasant.
The workers will be more cooperative and efficient as they will be able to concentrate on
their work.
The firm will benefit in terms of highest output.
Temperature and humidity
Temperature and humidity in the office should be maintained at proper levels as too cold
or too hot humid atmosphere induces physical discomfort and affects the efficiency of
work.
Sanitation and cleanliness
Unsanitary conditions creates unpleasant and depressing environment for the workers and
affects their health as they have to spend a large part of their day in the office, this the
office should be kept neat and clean always.
LIGHTING
Bad lighting may cause eye problems and result to poor quality work.
The lighting should be sufficient to the work but being too strong or else it may result
into glare. The required lighting should be provided at a minimum cost. The lighting
fitting should be good in appearance both when lit and when not lit. Natural light should
always be given first priority whenever possible. Light can be increased in an office
building in the following ways:
Through proper location of the office building e.g. Preferable if the building is facing the
source of light

Use large windows preferable glass windows.

Make alteration to expand the existing windows

Through cleaning window.
Supplementing the natural light with artificial light in the form of electricity.
Proper arrangement of furniture i.e. They should not block the source of light.
Some dark rooms should be fitted with transparent iron sheet.

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NOISE
It may be internal or external. Noise causes the following problems.
Mental disturbances.
Errors and mistakes
Delays of completing office work
Cause of external noise
From neighboring factories or premises
Noise from traffic movement on the streets.
CONTROL OF EXTERNAL NOISE
Place a raw of noise breakers such as trees between offices and the roads.
Locate offices away from busy streets and noisy areas
Windows and doors should be located away from the source of noise.
Close windows and doors but have the room air conditioned.
Windows should be made of louvers and double windows should be fitted.
Place the office at the top most part of the office building
Make use of the ceiling boards.
Using heavy brick walls
Affixing double glazing doors and windows
CAUSES OF INTERNAL NOISE
a) By noisy conversation by staff members and visitors.
b) Staff movement
c) Movement of furniture, machines etc.
d) Ringing of telephones
e) Noise of the machines of the office
f) Slamming of doors and creaking doors
g) Noise can also be amplified by hard shinning surface of furniture and floors.
Control of internal Noise
a) Avoid hard and shiny surfaces of furniture and floors.
b) Carpet the floor or spread mats on the floor
c) Use of quite equipment such as electric type writers.

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d) Locating noisy office such as the typing room far from other offices which
requires quiet environment.
e) Arranging desks and equipment properly in order to reduce staff movement.
f) Controlling the source of the noise e.g. fixing rubbers on doors or using swing
door.
g) Using heavy curtains at windows to absorb sound and also help to keep the
room warm.
h) Encloses offices should be provided where confidential work would be
handled.
i) Put up a notice requesting both visitors and staff to avoid loud conversions
and to avoid noisy movement.
j) Put mark under noisy machines to help reduce noise locally.
k) Fixing sound absorbing materials
FIRE AND FIRE PRECAUTION
Causes of fire in an office (outbreak)
Smoking
Careless use of electricity and heaters.
Careless handling of machines which uses electricity.
Lighting fire carelessly.
Leaving inflammable materials in the sun
Fires from neighboring factories
PRECAUTION
Steps used to prevent fire outbreak.
Keep inflammable materials away from fires
Ensure that the area where fire is used is well protected.
Machine heaters used are put off when not in use.
Workers should be careful in handling their work in order to avoid fire outbreak
If possible the main switch should be switched off when electricity is not required.
Ash trays should be provided to avoid dropping cigarette's on the floor
Office staff should be instructed on what to do in case of fire outbreak.
Install automatic fire alarming equipment.

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Electricity should be handled by only trained people.
Getting alarm systems, fire extinguishers should be inspected regularly.
Staff members should report any danger seen or noticed.
Avoid burning papers regularly.
Office should be located for away from where fire is often used.
Premises or office buildings should be provided with reasonable means of escape or exist
in case of an outbreak.
Uses of fire prove materials for such things as furniture and shelves in order to lessen any
use.
Ensuring that furniture and all other importance equipment are located in safer areas.
Firefighting system should also be installed to avoid spreading of fire.
Lighting alarm systems, fire extinguishers should be inspected regularly.
Staff members should report any danger seen or noticed.
Avoid burning papers regularly.
Office should be located for away from where fire is often used.
Premises or office buildings should be provided with reasonable means of exits.
Office safety
Accidents do happen to office employees, serious accidents may cause permanent
disability and at least prolonged hospitalization.
Nature of accident
Accidents in the office may be caused by
Exposed electric wire in loose connection
Slippery floor or loose carpeting
Open drawers of desks or filing cabinets.
Tilting backwards in reclining chairs
Sharp edges of office equipment, broken glass etc.
Unguarded moving parts of office machines
Pencils, sharpeners, pins etc.
Running or rapid walking along stairways or through door ways
Reading while walking along passages
Inadequate lighting or worn out tread on stairs.

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Causes of accidents
Mechanical causes
Physiological causes
Psychological causes
Measures for ensuring safety
Provision of safe working place
Safeguarding hazardous machines and equipment
Provision of safety clothing
Maintenance of orderliness and cleanness
Provision of first aid service
Provision of firefighting equipment
Safety education and training of employees
Promoting safety consciousness
Office security
In large organizations, security is a major problem for office managers. Daily risks,
pilferage or theft of cash and materials by staff or public are challenges faced by
organizations, it’s essential to protect office secrets and confidentiality as well as the
assets and employees against such risks.
Causes of security hazards
Unauthorized and undesirable visitors
Unguarded entrances and exits of the office building and compound.
Leaving windows and skylights open
Access of all and sundry to confidential documents of all kinds
Copying of confidential documents by unauthorized persons
Not checking of visitors brief cases
Access to cash and safes by too many people and keeping too much cash on the premises
Lack of control over keys safes and doors
Not checking on files and documents movement by office staff.
Free talk by staff on confidential matters in and out of the office
Cars and good vehicles left unguarded where they can be tampered with.

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Lack of a system of checking in and out of the staff and outsiders leaving open chances
of pilferage of stationery, office equipment etc.
Lack of security vetting of newly recruited staff.
Effective security measures
Safeguarding the premises
Closing all doors, windows and skylights
A fool proof burglar alarm system should be installed to alert security staff
Regular patrols by security staff in the compound
Regulating the entry of visitors
Entry of all visitors should be checked.
Preference of only one entrance for visitors
Each visitor be provided with a pass
Unless well known the visitor should be allowed only the department they have business
with.
Bags and briefcases should be checked at the entry point.
Security regulations for the staff
Each member of staff should be vetted for security during recruitment.
Security regulations for the staff should be carefully considered in consultation with the
representatives.
Each employee should be issued with an identity card with photograph and signature of
the employees
Each employee irrespective of seniority should be asked to identify themselves.
Regulations should provide for checking of brief cases and packages of staff at the time
of entry and exit.
Protecting confidentiality of mail and communication systems.

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RECORDING INFORMATION
The management id required by
the law to keep certain records. The
main reasons for record may
include
Planning
Coordinating of business
Controlling
Organizing
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Note
The following information record
would be kept
Production Records
Workers Records
Sales records
Financial Records
Wages Records
E

CHAPTER 6
OFFICE FURNITURE AND STATIONERY
Specific objectives
By the end of this topic the trainee should be able to:
a) Outline what office furniture is and its main components
b) Discuss the factors to be considered when selecting furniture for a
business concern
c) Discuss the principles of selection in the furniture layout

Office furniture consists of tables, chairs, stools, cupboard, and lockers e.t.c
Furniture is important for the efficiency of the office employees and welfare of the staff.

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Types of furniture
They are as follows;
a) Executive furniture
These are furniture purchased according to the taste of high officials e.g. managers and
office above. It should add prestige of the person using it and the prestige of the
organization.
b) Special purpose furniture
These are furniture required for special jobs e.g. typists table
c) Built-in furniture
The buildings are constructed in space saving method. The cupboards are built in the
walls of the rooms, thus expenditure is reduced and space is also saved the cleaning job
becomes easier because only the front portion needs to be cleaned.
d) General furniture
Is designed to facilitate the work of clerks. The furniture are provided according to their
requirements.
Fitting and accessories
They include desk lamp, telephone stand, coat stand, waste basket etc.
When choosing such items their color may be considered so as not to ruin the pleasing
atmosphere of the office.
Factors to consider when choosing office furniture
a) Cost -the prices of the furniture should be affordable and fair.
b) It should be suitable for the purpose for which it is required e.g. have the right
number of drawers.
c) Durability: Usually metal is more durable than wood.
d) Space: furniture should not occupy too much space.
e) Furniture should be attractive
f) Design used/comfort -It should be comfortable to the worker.
g) Safety-It should be safe in the sense that it should not cut the workers e.g. sharp
corners should be rounded.

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h) It should be such that they would be used to serve various purposes e.g. A desks
used by a typist should have a wide surface area for typing and writing and it
should also have a drawer for storing stationery.
i) Appearance -The furniture should have good finishing e.g. The desk used for
typing should not be shinny.
j) The furniture should be portable.
k) It should be sufficient or enough for the available staff.
l) Suitability -Different types of furniture should be provided to different staff
depending on their status.
m) Usefulness-Appropriate furniture should be provided to a given office e.g
reception office will require launch sets.
a) Weight used
b) Availability
c) Portability
d) Weight
e) Space available Technology
f) Weight
g) Hygiene
h) Usefulness
n)
Guidelines or principles to be considered when purchasing furniture
Only required furniture should be purchased and its cost should be within reasonable
limits
Multipurpose use should be considered while planning the purchase of the furniture.
The furniture should use the
Space economically
The design of the furniture should be aimed at maximum comfort and convenience of the
users.
The top of the table should be adequate to work with.
The drawers should slide in and out smoothly.
The edges of the furniture must be rounded up.

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The back of the chair must be adjustable
Clerks should not be placed face to face as it encourages conversation.
The furniture should be adaptable, simple and durable etc.
Maintenance of furniture
a) Applying oil lubricates on movable parts.
b) Proper use of manual
c) Replacement of the broken parts immediately
d) Painting them
e) Avoid unnecessary movement of the furniture.
f) Keeping them away from dust
g) Mending them
h) Greasing

OFFICE STATIONERY
Specific objectives
By the end of this topic, the trainee should be able to:
a) Define office stationery and discuss the main aspects of stationery control.
b) Define continuous stationery and outline its advantages and disadvantages
c) Outline essentials of a good office form.
d) Discuss the main principle of form design of form design

Office stationery
Refers to all writing materials used in the office. They include paper, envelops, rubber,
ribbon, stencil, correcting fluid, pin, tags etc.
Stationery control
The following guidelines are useful in ensuring that the stationery in the office is not
overstocked or run out of stock.
a) Stationery should be bought centrally and in bulk to secure quantity discount but
overstocking should be avoided.
b) The issuing system must be planned properly to eliminate wasteful consumption.
c) Stock should be maintained as possible.

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d) The proper control over the use of stationery must be included in the duties of the
office supervisor.
e) Reuse of stationery items should be explorede.g. Used envelops for internal mail
etc. should be explored.
f) Stationery storage must be arranged to prevent deterioration and to save space,
lighting and heating
g) Stock levels should be set out to avoid running out of items of stationery or over-
stocking.
h) Purchasing of stationery
i) Receipt of stationery
j) Bin card
k) Issue
l) Stock verification.
Continuous Stationery
Means the printed forms are automatically produced in a continuous strip and departed
from one another by perforations.
Advantages
a) Waste of time can be avoided by use of continuous stationer
b) Neatness can be maintained
c) It helps to achieve the uniformity in the use of forms.

Disadvantages
a) It is more expensive than ordinary forms.
b) Mistake cannot be easily corrected
c) The errors cannot be rectified easily
d) Bottom copies of the set may be faint and there may be confusion in respect of
figures.

Types of continuous stationery

a) Roll stationery

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b) Interfold stationery
c) Sprocket feeding
E
OFFICE FORMS
A form may be defined as a printed sheet of paper or cards with marked
Headings for entries to be made by hand or by typing. They are basic tools for all types of
office work. It is through them that the information required for conducting business can
be reached.
The used of forms reduces chance of energy and time wasted. It also reduces cost of
office operation.

Essentials of a good office form

a) The writing surface the style of print, the proper sequence of information and
method of entry should be easy for rapid completion of the form.
b) Good appearance and balanced arrangement of information of the form.
c) Adequate space should be provided for the expected information.
d) Every form must have a title and logical sequence in managing or seeking
expected information.
e) Space for filing, perforating of use of window (envelops) where necessary.
f) The cost of form must be low and the benefit for the use of forms must be more
that their cost (economical)
g) The quality of papers and color must be appropriate.
h) Should be easy to reproduce the form.
Forms Design
A sound principle of form design is that efficiency in office work should be maximized
through the use of minimum number of forms. Forms design needs serious attention of
the forms supervisor or the forms control section.
Principles of form design
a) Easy of entering data (information) they must be having a smooth surface, easily
readable, print and headings arrange in the paper sequence so that the data is
entered easily and quickly.

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b) Facility of using data, printing should be readable and data entered in a sequence
order
c) Principle of elimination chances of errors. This means the alignments of lines or
columns the number of copies to be typed or printed.
d) Economy in cost i.e. Quality and quality of paper, the size of the paper should be
that which maximizes the economy of the cost of the paper used.
e) Ease of identification and handling. The forms should be easily identified, and
easy to handle.
Common faults in designing a form
a) Insufficient or inadequate horizontal space allowing for the expected information.
b) Too much printed information such as publicity, slogans printed on the forms.
c) Lack of distinction between forms e.g. Proforma, invoice, credit note and debit
note.
d) Inadequate margins (at least 25 mm margin)should be allowed at the left hand
side of the form for filing purposes and some space on top and bottom for
insertion into a type writer

CHAPTER 8
FILING AND STORAGE OF RECORDS
Specific objectives
By the end of this topic the trainee should be able to:
a) Explain different filling systems
b) Describe the different methods of classifying documents
c) Explain the use of various filling equipment
d) Describe the follow-up methods in filling and storage of documents

Filling
It is the act of keeping and classifying records so that it can be accessed easily when
needed.

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Filling equipment
 Folders
 Fasteners& tags
 Paper Pinch
 Files
Examples of paper pinch: single whole Double hole,
Examples of files: lever arc file, Ring bidder files, concertina files

Purpose of filling
a) To keep the office tidy
b) Keep the document secure and in good condition
c) To help reach the document easily
d) To gather related documents together in one file.
e) The document act as a good evidence for legal purpose e.g. in court
f) A proper control is facilitated
g) For future reference.
Characteristics of a good filing system
Compactness-shouldn’t take up too much space especially floor space for filling
cabinet
Accessibility
Simplicity
Elasticity
Cross reference
Qualities of good filling
All records properly classified
a) Operation of the system should be simple
b) Where papers are easily filed and accessible
c) Where papers are safe (protected from lose)
d) The systems should be flexible to the filing needs.
e) The system should be considerate of space and if possible the limit cost

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Procedure of keeping documents
a) They are first classified under headings like orders, invoices or
correspondences
b) After this they are filed in respective files on the basis of classification system
followed by the organization.
c) The documents are kept for a specific period say 5years based on the retention
policy of the organization.
d) After this period the documents are redestroyed
e) Advantages of centralized filing
f) Leads to development of specialized filing staff
g) All files are controlled in one room
h) More supervision and control of files is possible.
i) Ensures all correspondence about the same subject matter are filed together.
j) A uniform system of filing can be established throughout the organization.
k) Departmental filing
l) Files are quickly made available as they are not too many.
m) Are readily available as departments are responsible and keep its files within
it.
n) The filing system is not too large and therefore easier to handle.
o) It's more suitable for confidential documents as they are not open to everyone
or the filing department.
Equipment for filing
1. Folders which are available in different sizes or types e.g.
Plastic folders
Manila papers folders
Envelope or wallet
2. Fasteners/Tags
These are metallic materials fixed on files to hold papers together hence preventing
them from falling off. Tags are spring serving the same purpose as fasteners
3. Paper punch
It is a metal aid or device used to insert or dig holes on the papers.

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Types of paper punch
Single whole paper punch
Double whole paper punch
Paper punch with guide adjustable
4. Files
There are many types of files as there are various needs for which files are required.
Types of files
a) Lever arch file
These secure papers on two arches shaped metal rods which open and close by lowering
the lever.
b) Ring files
Ideal for document needing constant access. These are made of hard covers and two or
more rings which open to allow the insertion and removal of documents
c) Box Files
Papers need not to be punched as there are no springs (fastener) rings.
They are used for bulky document which cannot be punched e.g. Brochure (kinds of
booklets) and pamphlets, letters, catalogues etc.

d) Concertina files
It consists of a number of pockets or gussets connected together. The pockets keeps on
expanding more and more as the document are inserted. They may be leather made or
plastic.
Identification of files
Files are identified either directly or by labels. Identification of folders, first on the front
covers, horizontally or down the front edge.
Along the extending back if it is the square cut folder.
If it is a tag folder on the tag.
Factors to consider when choosing filing equipment
a) Volume of records involved.
b) Frequency and speed of retrieval
c) Space available for storage.

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d) Cost of the file and labour to apply.
e) Any venerability to theft or fraud
f) Need for future expansion
Purposes of filing equipment
Are equipment designed for storage of information in an organization and consists of
covers, folders filing cabinets etc.
They protect documents against loss
Prevents theft or unauthorized use
Insertion, location and extraction of documents.
Storage of files
 Shelves
 Drawers
 Cabinets
 Cupboards
In any of the above cases, files or folders can stand off their spines or back.
a) They stand on their spines or back
b) They can be hang from rails or frames
c) Be placed into suspended pocket.

Note
Whether stored in cabinets, cupboard, and drawers or in shelves they will be stored in any
of the following filling method.
a) Vertical Filing
b) Horizontal Filing
c) Lateral Filing
d) Alphabetical filing
e) Numerical filing
f) Geographical filing
g) Chronological filing
Vertical filing

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It is a method of storage used where files are place on their spines in individual’s files
pockets in drawers of vertical filing cabinets. There is also use of guide cards which are
placed between the files. These guides are used for faster accessibility of the files to
access the files; the drawers are pulled with the file.
Advantages of vertical filing
a) It is easy to read the identification of files from guide card.
b) It is easy to replace the files in the correct position after use.
c) Individual files can be easily removed and moved to other pocket files.
Disadvantages of vertical filing
a) The cabinet requires large room for storage.
b) It is causing fatigue as it requires large room for storage.
c) It is causes fatigue as it requires time to pullout the file drawers.
d) A particular drawer can only accommodate a limited number of files.
Lateral filing
This is a storage whereby files are placed side by side from front to back on a shelf or
cupboards.
Characteristics of lateral filling
a) Files are placed on their spring from front to back on the shelf.
b) The shelves are divided into sections
c) The identification tabs on be attached to divide off the sections
d) Suspended pockets can also be used each with a name holder for identification.
Advantage of Lateral
a) Less space is needed
b) Causes less fatigue when tracing files
c) Many files can be stored in the same area.
Disadvantages of lateral Filing
a) Difficult to identify compared to vertical l filing
b) It is not more secure eng theft of documents.
Horizontal filing
This is the strongest system whereby files are stored flat on files from bottom to top
Features of Horizontal Filing

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 Files are stored flat on piles.
 Files are stored on shelves or in drawers divided in sections
 The edge of each shelf is labeled the group of files for identification
Advantage of Horizontal
It takes less space for filing that the two above.
Disadvantages
a) It is difficult to replace files to their correct positions after use.
b) It is the most far giving as compared to the last two above.
c) It is difficult to extract files from the piles especially when you need the file.
Alphabetical filing
Documents are filed according to the first letter of either name of the sender or subject.
Similar to words in English dictionary or telephone directory.
Advantages
a) Convenience of grouping paper by name of the company etc.
b) Direct filing with no need for index i.e. first letter will tell you where the
document is located.
c) Simple and easy to understand.
d) It's possible to open one file for miscellaneous papers which can't make up
their own files.
Disadvantages
a) In large systems it takes longer time to find papers.
b) Congestion under common names.
c) For large companies papers may be reasonably be filed under different
headings
d) It's difficult to forecast space requirement for different letters of the alphabet.
e) There are possibilities of a document being filed under a different name due to
differences in spellings etc.
Numerical filing
Correspondences are arranged according to numbers rather than letters.
This system is useful for filing orders or other items kept in numerical sequence
An index is required/necessary for locating the correct file.

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Advantages
a) They have unlimited possibilities for expansion.
b) Highly accurate system
c) Cross referencing is simpler than with other systems.
d) The file number can be used as a reference for correspondence.
e) The filing index may be used for other purposes e.g. mailing lists.
Disadvantages
f) It takes longer to free materials as it involves two operations i.e. the recording
of paper on the card index and the filing if the document.
g) A separate index must be provided.
h) It takes time for a new employee to understand the system.
Geographical filing
Files are divided according to their places of origin e.g. county, country, province etc.
Files within each group are arranged alphabetically.
Advantages
Suitable for companies that have different branches spread over different parts of the
world, country county etc.
Convenience of reference where the location is known
Direct access for filing purposes.
Disadvantages
Possibility of error where knowledge of geography is weak.
Geographical location must be known in addition to the correspondences name
Index is necessary for occasional reference.
Chronological filing
All documents are filed in order of their dates of receipts
Advantages
Useful if dates are known.
Provides for unlimited scope of expansion.
Disadvantages
It's not always suitable.
Incoming letters might become separated from outgoing ones

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Subject classification filing
Files are classified according to subject headings or topics
Advantages
All documents referring to a particular subject are kept together in one place.
The files can be easily expanded or contracted by simply adding or subtracting old ones
Disadvantages
Determining the list of divisions is difficult and requires someone with knowledge of the
business and its files.
Determining under which subject heading it should be filed requires a trained and careful
employee.
Indexing
a. It is alphabetical list of subject or names.
b. It is a system where cards or forms are arranged in a such a manner that the
content (title) and other pictures are exposed to view any indexing system
enable a form to keep records of its employees, customers suppliers and e.g.
Index records are also classified like in the case of files, either geographically or
numerically e.g.
An index is a device for finding the position of a document or file in a system quickly and
easily
Classification and indexing are not the same.
Classification -A method of filing and manner in which the files of different subjects are
arranged.
Indexing -is a method of making reference to the files.
Importance of indexing
It is a guide as it's essential for a good filing system.
It provides a ready reference
It facilitates easy location of files
Speeds work even when files are arranged in self indexing methods.
Possesses minimum information.
Type of index
1. Visible Card index

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2. Vertical card index
3. Strip indexing
4. Punched card index
5. Page index
1. Visible Card Index
In this system the cards are housed in a tray or slide so that they overlap each other,
that only a title of each is clearly visible. The depth of overlap is enough to show the
title or the name of the card. Then strays are kept in cabinets. A locking device can be
used to protect the cabinet from being reached. The plastic covers can be fitted over the
cards to protect the transparent/dirt.
2. Vertical card index
In this method of housing, the cards stand upright in the cabinet or drawer boxes. The
name and other control facilities are exposed to view. This method of housing is used
when it is necessary to remove the cards often. A note can be made when a card is taken
away. The reason of making the not is for easy tractability of the card.They are filed
together with the documents and overlap so that one line of entry on each card projects
and is visible thus forming one line index
3. Visible loose-left Record index
The cards are stored in loose-left folders. The cards have holes punched on the edge and
are fitted into the sprung in such a way that they overlap each other. This is a small card
showing the name of all correspondents and the files where their information is filed, the
cards are kept together and whenever a file or document is required reference is first
made where it's located. This system is only useful for a small number of records
especially confidential one which can fit in a book or a folder.
4. Strip indexing
It’s the method of recording information on a strip of paper for quick reference The
stripes are bound together one on top of another with the position of each one being
visible.Itcan be useful where correspondences are retrieved frequently for reference. In
this system each item of information is recorded on a separate strip and these are building
one on top of the other such that all information is visible. It is suitable for a list of items
as its brief in itself.

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5. Punched card index.
It can be used to compile a system of record cards from which selected cards can be
removed from their cabinets quickly when they are required. The cards are supplied with
a series of punched holes ground in the edge of card, each hole represents an item of
information such as Department, group, sex etc. This system can be used for a wide range
of office systems. This system is cheap as it does not require expensive machinery.
6. Page Index
This is when the contents of a particular cabinet or folder are summarized on a
particular pikes of paper together with a positions and placed at either front or back of
the folder e.g. The ones found at the back of a book.
Cross referencing
Importance
a) When more than one name is used by a person or company
b) When correspondences may be sought under more than one name.
c) When a firm is known by its initials.
d) When the.name has changed
e) Marking absent files (out card)
f) If a file is likely to be removed for a couple of days marked folders should be
inserted in the place to collect any paper referring to the absent file.
g) Purposes of maintaining business records
h) To measure the progress of the business overtime
i) Proper study of the position of the firm.
j) Comparison of businesses.
k) In case of disputes.
l) Past records, events, progress etc. are very necessary for decisions on policies
and plans.
m) Certain records are kept for a number of years from the legal point of view.
n) Records are good evidence in court of law In case of suits.
o) For general use.
p) Classification of business records.
q) Personal records

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r) Correspondences records
s) Accounting records
t) Other business records
u) Legal records
v) Principles of records management
w) Verification records can be verified when needed
x) Classification records must be classified according to their use
y) Records must be maintained for some justified reasons.
z) Information -the required information must be available whenever needed.
aa) Records system must be elastic in capacity so that expansion or contraction of
records is possible.
bb) Reasonable cost the cost of records management must be a reasonable one.

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CHAPTER 9
REPROGRAHIC SERVICES
Specific objectives
a) By the end of this topic, the trainee should be able to:
b) Explain the concept of reprography.
c) Discuss the methods used for reproduction of documents in an office.
d) Discuss the factors to consider in choice of reproduction methods.

Reprography
It is the name given to a variety of processes which can be used to make a number of
copies from a master.
Duplication; It is the preparing of a master which is similar to the original copy from
which copies can be made.
Copying: Is usually used when one or few copies are produced direct from an original
document.
Factors to be considered when deciding on the appropriate duplicating process.
Number of copies required.
Frequency of demand i.e. how often the machine will be used.
Number of colors required.

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How urgently copies are needed.
Who would receive the document, this would decide whether type written or printed.
Typeset appearance is preferred.
The following reprographic processes are commonly used in offices.
a) Spirit duplicating
b) Ink duplication
c) Offset lithography
d) Mani folding
e) Photocopying
f) NRC (Non carbon required)
g) Addressing machines
h) Micro filming
i) Type writing
Types of duplication
Spirit duplicating
Ink duplication
Offset litho duplicating

Spirit Duplication
The spirit master is prepared by
a) Typing
b) Drawing
c) Handwriting
d) Heat transfer copying process.
e) The spirit stencil passes the following steps before it is ready for production.
f) The spirit master is inserted into the typewriter

Duplication
The spirit master is placed round a roller on a duplicate
By the turn of the handle) if manual) of by switching on power (if electric)

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The spirit dissolves a small proportion of the carbon. Impression thus transferring the
impression on the paper.

Advantages of spirit duplicating

a) Suitable for relatively few copies.
b) Duplicated copies are dry and do not require special facilities.
c) It is suitable for reproduction of drawings charts and sketches provided the master
and the carbon are placed over a hard pencil.
d) Colors can be duplicated simultaneously
e) Preparation of a master is easy and quick
Disadvantages of spirit Duplicating.
a) The process is not good for reproduction of many copies.
b) Copies tend to fade if exposed to light for a long time.
c) Spirit is inflammable and has to be carefully stored.
d) Masters can be spoiled by inexperienced operators.
e) Difficult to correct mistakes
f) Quite expensive can give only 200-300copies from each master
g) The image becomes weaker as the carbon deposit is used.
h) The quality of work reproduced resembles carbon copies unlike stencil
duplicating.
Ink duplicating/stencil duplicating
The material used here are stencil with wax, plastic surface, black inks, stylus pen. They
are not easy to write on but straight forward to type.
Advantages of Ink duplicating
a) It is possible to use different colors
b) Can produce copies from a heat master and can be used permanently.
c) It is economical for very long runs
d) Writing and drawing can be added to typed stencils.
e) Ink duplication is cheap and simple to use.
f) The copies produced are very effective
g) Errors can be corrected by using the fluid

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h) Stencils can be used several times if stored properly
Disadvantages
a) Expensive for few copies
b) Not suitable for color production
c) More time is required for preparing stencil than photocopying
d) Not suitable for attractive printing materials like sales promotion literature as
the paper is not of high quality.
Offset litho duplicating
Preparing of the master plates
It can be made of from – metal plates –paper plates, plastic plates.
A master plate may be prepared on paper plates which can reproduce up to 2000 copies.
Metal and plastic plates are used when more than 2000 copies are required. Plates may be
prepared by:
a) Writing
b) Drawing
c) Typing through a litho ribbon or litho carbon paper.
d) Electric scanner

Materials required
 Greasy ink
 Water
 Paper
 Metal
 Plastic plates
 Duplicating process
The process relies on the fact that oil and water will not mix
The master is fixed round a drum which is brought into contact with damping rollers and
then ink rollers.
The unwritten parts of the master become wet and therefore cannot pick up printing ink.
Written portions reject water and take in ink.

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It can obtain up to 50,000 copies from a metal master and 2,000 copies from a paper
master.
Advantages of litho duplication
a) Very long runs are possible
b) The process has a wide variety of uses.
c) Very high quality of work is possible
d) The plate can be used
e) Ordinary papers can be used.

Disadvantages
a) It is not convenient or cheap for small runs.
Ways of preparing an ink master (ink duplication)
b) By typing
c) By handwriting and drawing
d) By use of a thermal heat copier.
e) By Typing
 Cut a stencil with the ribbon out of action
 Clean the typefaces with a stiff brush.
 Type with an even impression
Correct errors by using special correcting fluid which covers the wrong
letters and enables the correct word to be overtyped.
By handwriting & by drawing
 Place the master on a hard surface and use a stylus pen to write or draw.
 Errors are corrected by the use of a correcting fluid
By a thermal Heat Copier
A thermal stencil is cut by heat; this is done by passing both the stencil and the document
(put inside a special cover) through a thermal heat copier.
Thermal stencil can be added to by overtyping and running it through a machine again.
Parts of the original document can be masked by covering them with a bound paper and
then passing it and the stencil through the copier.
Photocopying

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It is the reproduction of a facsimile (exact) copy of an original document. The original
has to be in fit condition for reproducing. The equipment used here consist of
Exposure unit e.g. in which the original and the copy paper are exposed to a source of
light.
Processing unit: In which the copy is developed.
Four main processes of photocopying.
 Electrostatic
 Heat
 Light
 Dyeline (Diazo)
How a photocopy machine works.
 The copying paper runs direct from the roll, held by vacuum section to the
exposure bed. From there, it moves through the developing tray and out onto the
receiving tray. On the upper side where the original is placed and then covered
with rubber flap, the copy length is adjusted as required. Helps obtain a copy of a
document directly from the original with photographic details. Is only used when
few copies are required or when on exact photographic reproduction is necessary.
Advantages of photocopying
a) A copy is produced quickly without errors.
b) No need for carbons, special typing paper or stencil.
c) Make an exact copy of a document.
d) The quality of the original does not deteriorate with many running.
e) Exact copies without loses as only details are obtained.
f) Cheapest form of duplicating when few copies are required.
g) Colored copies can be obtained in some machines
h) Large size documents can be reduced by some machines.
i) Can be operated by a junior as compared with other machines.
j) Quicker than duplicating or printing as no need for the preparation of the
master
Disadvantages
a) It is expensive for many copies

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b) A special copy paper has to be bought.
c) Photocopies tend to fade with time
d) Some machines don't copy colors
Uses of photocopying
To produce statistical records.
To produce extra copies of incoming letters for circulation.
Copying drawings and diagrams.
Mani folding
It is the interleaving of carbon papers and typing papers so as to get a number of copies of
a document.
Advantages of Mani folding
a) No special skill is required.
b) It is a cheap method of obtaining copies for small circulation.
c) No duplication machines required and therefore no maintenance costs.
d) Mani folding may be used for documentation and reports.
Disadvantages
a) It is not easy to correct errors
b) Only a few copies possible
c) Carbons dry out if stored for too long.
d) Qualities of copies fall away.
Non carbon required (NCR) paper
It is a system which eliminates the used of carbon papers. The typing paper is coated with
chemicals which are colorless. The surface is coated by microscope globules on the
paper, producing a visible copy on the pages below.
Advantages
a) It is cheap to use
b) No maintenance required
c) No carbon required.
d) No skill required
Disadvantages
a) Can be spoiled easily and wasted.

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b) Errors cannot be corrected.
c) More expensive than ordinary forms of papers
d) Uses of No Carbon Required (NCR) paper
e) Used for small circulations.
Addressing machines
a) Used to prepare account card
b) Used to prepare clock cards, payrolls and pay envelops.
c) Used to prepare any form of circulars & schedules.
Microfilming
It is a process developed for bulk copying of records and when a great multiple of
permanent records must be kept e.g. in the office of registrar of births etc.
Records are copied on to films for filling purposes.
It is a method of retaining or keeping information by photographic records to reproduce
when needed. The records are micro photographed and kept either on a roll film,micri
fiche, aperture card or jacket when needed for reference the negative is shown on a screen
and a copy is made.
Advantages of microfilming
a) It helps to keep the information as long as it is wanted.
b) It saves space and weight, bulky files are replaced by compact cartons of films.
c) It helps to send documents abroad as it reduces cost of postage if information has
to be sent by expensive air mail.
d) Little risk of misplacing
e) A film can be enlarged on a paper thus providing quick and accurate duplicate
copies of the original documents.
f) More durable than paper and provides more permanent records, it’s more wear
resistant than paper
Disadvantages of microfilming
a) It is expensive process
b) It is difficult to index the material
c) It's difficult to locate the information required from the film.
d) Poorly prepared film will not be readable.

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e) Requires special equipment which is expensive.
f) Specialized knowledge is required to prepare the film and to refer to the
document.
g) Retrieval of information takes time.

Typewriters
There are two types of typewriters
Manual and electrical typewriters.

Advantages of electric typewriters

a) It is possible to increase productivity as it saves time and energy of the typist.
b) It produces more copies depending on the type of copy paper used.
c) It has more uniform print; therefore a neater result is produced.
d) It is ideal for stencil cutting and for the preparation of masters of spirit
duplicating.
Disadvantages
a) It is expensive to operate and buy
b) It is hard to correct an error
Typing pool
This is the system under which all or a large number of the firms ‘s typists are
collected together in a central office where the major function of the correspondence
arising from the various functional dept. is typewritten.
Characteristic of the typing pool
 Most routine work is done in the typing pool
 Dictating machines are also installed in the pool
 There is a supervisor, who is usually a shorthand typist.

The typist works for more than one departments and at times shares one particular
job with another typist.
NB: Dictating machine is used by audio typist.
Advantage

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a) It is easier to cover the work of a typist should she be absent
b) Greater concentration than that of a personal secretary as typist are not interrupted
by the incoming calls, visitors and filing.
c) A higher standard of work can be achieved as there are opportunities of
comparing work of different typist.
Disadvantages of the typing pool
a) Minimized interruption of other clerical staff
b) There is an even distribution of work unlike a personal secretary who works all
alone.
c) Ensures better training for junior typist
d) There may be delays in getting the work done
e) Typing pools encourage gossiping
f) Work becomes boring because so much routine work is channeled into the typing
pool.
g) The work may not be of high quality as different typist may share one type of job.
Printing
Is a special type of duplicating used in most large offices where many copies are required
and high quality printing is important?
Its master copy is a metal plate or paper plate which is typed using a special type writer.
Advantages
Quality of production is the best as compared to other processes
Very economical for large production
Speedy in production
Any paper can be used
Plates can be stored and reused again
Different color printing and typefaces or sizes can be used.
Disadvantages
Expensive for few copies.
Needs specialized and trained operations.
Separate runs are required for different colors.
Additional office space is required for duplicating and store of materials.

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CHAPTER
COMMUNICATION
Specific objective
a) By the end of this topic, the trainee should be able to:
b) Define communication and discuss the main types of communication.
c) Distinguish between internal and external communication
d) Describe the common barriers to communication and suggest the measures to the
measure to overcome the.
e) Explain various mean of visual communication.
f) Discuss the meaning of video conferencing.

Establishing good communication

All communication have to be originated, produced, transmitted, Received and
understood. Each communication is intended to provide information or evoke action.

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Communication may be written, oral or visual and system must be designed to cater for a
variety of each kind.
Main aspects of communication
 The source of communication i.e. the sender.
 The content of the communication
 The processes by which the communication is produced i.e. dictation and typing.
 The method by which the communication is transmitted e.g telephone, letters,
telex.
 Procedures involved in receiving communication e.g mail handling, distribution.
 The destination of the communication i.e. the recipient to go home is not the best
time to give information for the next day.
N.B
a) Consider the place
The middle of an office is not a place of a reprimand. Nor are the corridors or the place
for a discussion leading to a policy decision.
b) Obtain feedback
This is to ensure that the recipient of the communication has heard and comprehend
completely.
c) Make a note of facts which you may need for further action and insist that other people
do the same.
Causes of poor communication
1. Faults of the part of the speaker or the writer
a) Content failure- prepared inadequately before starting to communicate.
b) Failure to think clearly and logically.
c) Failure to consume relevant and important information so as not to include the
issue with much information.
d) Failure to include all critical or important details.
e) Failure to realize that information is too technical for the person receiving it.
f) Failure to update the information or details given.
Failure to check details such as names addresses amount
Failure to proof –read.

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Principles of accurate information
1. It should be fast within its limitations and its far as its speed can be controlled
by the originator)
2. Accurate
Communication system must be designed to ensure maximum speed when
required and complete accuracy at its time. Accounts should not only betake as
various machines available but also consider the people who operate the system.
Basic rules of good communication
The following basic rules should ensure fast and accurate communication in the
office and with people outside the organization.
a) Think before communicating: e.g. what the objectives of the communication.
How can the objectives are best achieved.
b) Consider the implication of the communication i.e. what results will it adhere.
c) Review the proposed communication; Review to ensure that it contain all the
information required for the recipient to make the decisions or take action e.g.
Carrying out an instruction and provide information.
d) Consider the reaction of the people: Consider the reaction of the persons who will
receive the communication as regard both the contents and tone.
e) Consider the timing of the communication; i.e. a few minutes before the staff
leaves.
Use of media (faults)
a) Failure to select and use the most suitable media for the information being
transmitted and the person receiving it.
b) Failure to identify the person or dept. when answering the phone.
c) Failure to know or understand the media you have chosen i.e. instructions
needed for a telex mail.
d) Failure to select or use appropriate machine or facilities to give suitable
presentation i.e. types – space/or pitch.
Management failure
a) Failure to obtain feedback to check comprehensions by the person receiving the
information.

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b) Failure to follow up.
c) Failure to discuss communication problems with superior.
Fails of the part of media
Failure of equipment due to break down during communication
Faulty equipment.
Inadequate or unsatisfactory maintenance of equipment
In adequate facilities for type of work. I.e. lack of appropriate symbols on the typewriter
for technical work.
Difficulties caused by circumstances
a) Clashes of personalities.
b) Lack of liaison between various levels of staff.
c) Insufficient knowledge of company or dept. or procedures.
d) Lack of cooperation among staff.
e) In adequate staff to cope with work load.
f) Failure of individuals to notify movement both temporarily and permanent.
g) Failure a daily or weekly staff movement list.
h) Failure to prepare or update or ensure use of appropriate manuals or reference list
e.g. internal telephone directory.
i) Failure to establish or use procedures for taking messages and delivering to
appropriate staff for quick actions.
Failure on the part of the recipient
1. Content
a) Failure to take an interest in the communication.
b) Failure to comprehend as destined from just listening.
c) Failure to be aware of the importance of the communication.
d) Failure to pass on messages exactly as it is given.
e) Failure to ask when the information is not understood.
f) Failure to check details when there is some doubts.

Reception (failures)
a) Failure to concentrate

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b) Failure to interpret correctly
c) Failure to hear correctly
d) Failure to take notes
e) Failure to use proper note pads.
f) Failure to divert attention fully from other distribution to the communication.
g) Failure to discount
h) Failure to correct poor hearing or eye sight.
Management failures
a) Failure to determine the agency of each information.
b) Failure to plan so that pressure of work does not cause carelessness.
c) Failure to have confident in cum ability to receive and act on confirmation.
d) Failure to recognize weakness and under
Forms of written communication
 Correspondence
 Circulars
 Internal memorandum
 Reports
 House journals
 Minutes
 Suggestions schemes.
Correspondence
o The letters we write to our friends and relatives are called personal letters.
o Business letters- are used for buying and selling
.
Channels of communication
There are three channels of communication. Channels are ways of passing information
 Oral
 Written
 Visual
Oral communication
A great deal of time is spent in communication orally i.e by word of mouth.

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Forms of Oral communication
 Interviewing
 Joint consultation
 Training courses
 Meeting & conference
 Conversation.

Interview
Types of interview includes
 Interview for recruitment
 Briefing
 For consultation
 Discussion
 Research
Key notes of a successful interviewing are preparation and one of the greatest assets of
the interviewer is ability to listen objectively to what he is told. Most of the organizations
have printed standard forms used to give information within the organization. Usually
these forms have a space for the sender’s signature, date and the subject at the top of the
firm.
Reports
There are various types and styles of reports its basic functions is to convey the
writer to the reader some conclusions and on recommendation based on facts and
circumstances which have been investigate.
Reports may be informal or formal
Bulleting/House journals
These are printed information for internal messages.
Minutes
These are concise reports of the proceedings of formal meetings, they are written as
soon as possible after the meeting or during the meeting to avoid making mistakes due to
failure to read short hand. Outlines taken during the meeting.

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Keeping the minutes of certain meetings e.g. Directors meetings are legal requirements
while others are taken to the mgmt. to implement decisions.
Various manuals
These include procedure manuals, office annuals etc.
Requirement of a good letter
a) Information, spelling and grammar should be correct.
b) The letter should be displayed pleasantly and in accordance with accepted
procedure.
c) The wording should be polite and simple to understand.

Circulars
These are generally refers to as circulation slips used to give information which is
uniform to more than one official using one document within the same organization.

Internal Memorandum
It is used to give information from one officer to another of the same organization

Supervisor
J. Kamau

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HUMAN RELATIONS
Is an approach to the theory of management which emphasizes the individual worker's
needs for satisfactory relationship with other members of their work group and their need
to participate in decision that affects significantly their work?
Ways of improving human relations
Creation if conducive work environment
Provide enlightened leadership
Democratic and permissive climate in the organization

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Proper and speedy redress of staff grievances
Personal attention to staff problems
Well planned communication systems
Abundant opportunities for personal growth
Treat Staff with dignity and respect
Recognize them and praise them in public
Be sincerely interested in subordinates.
Importance of good human relations in organization e.g. (Employee – employer
relationship)
a) It makes the employee more devoted to their work.
b) It ensures a smooth running of the organization without cases of strikes.
c) It increases the employee’s morale.
d) It leads to increase in production thus firm’s achievement of its aims.ie high
productivity due to high motivation
e) It increases the respect and discipline btw the employees and employers
f) Instructions are properly taken thus reducing the chances of accidents and errors
in work.
g) It is easier for the organization to implement certain changes with the little
resistance.
h) Effect communication – Better work coordination
i) Enhances development of teamwork
j) Improves people organization relationship.

Ways of motivating employees

a) Through fair remuneration
b) By giving incentives e.g. bonus and profit sharing opportunities
c) Security of job e.g. to permanent employees
d) Favorable working conditions
e) Recognition
f) Participation e.g. decision making
g) Through good communication

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CHAPTER
HUMAN RESOURCE MANAGEMENT
Recruitment
It is the process of searching for prospective employees and stimulating them to apply for
jobs in the organization
How to set out recruitment
a) Through advertisement

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b) Through employment agencies
c) From labour unions
d) Through fate hiring e.g. getting people who look for employment on their own.
e) Employee recommendations
f) Public employment agencies
g) On campus recruitment
Selection
It is an effort of the organization to select a fixed number of personnel from a large
number of applications.
Selection process (steps)
Screening of application of the applicants.
Selection test e.g. depending on the organization and the kind of the job e.g achievement
test.
Physical examination ascertains the physical standards and fitness of the applicant.
Approval by appropriate authority.
Placement. The right candidates are placed on their jobs initially on probation basis.
Types of selection test
 Achievement Test
 Intellectual test
 Personality test
Placement
It is the actual placing of the candidates on their jobs initially on probation basis after
selection. This takes three month and if an employee completes this period successfully,
then they become the permanent employee of the organization.
Advantages of selection tests
a) It is used to weed out the large number of candidates who may not consider for
employment in the organization.
b) They are able to reveal the qualities and potentials of prospective employees
which cannot be known by other methods including personal interview.
c) It is not biased and a person who does not get selected in the basis of the selection
tests can be arguing that selection was unfair.

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Disadvantages
It fails to make a 100% prediction of an individual on the job success.
Its use is not economical if the number of applicants is small.
Manpower planning
It is the process that includes forecasting, developing , implementing and controlling by
which a firm ensures that it has the right number of people and right kind of people at
the right place , at the right time, doing things foe which they are economically most
suitable.
Features of manpower planning
a) Its aspects try to ensure availability of the people in the organization.
b) It involves determination of future needs of manpower in the light of
organizational planning and structure.
c) It takes into account the man power available at a future date in the organization
i.e. it directs how to make manpower suitable.
d) It deals with effective initialization of manpower by indicating the various factors
which should be considered in this respect like working environment.
Man power planning process (Step)
Projecting manpower requirements.
E.g. the scale of business activity over a time period.
Job analysis i.e. to give the type of personal requirement.
Man power inventory .e it is related to the identification of key personnel in the
organization and cataloguing their characteristics without reference to the present
position held by them.
Identification of Gap between Available and required manpower. i.e. The actual needs
of personnel and their availability.
Disadvantages
a) It may lack accurate forecast e.g. vacancies
b) It may lack support of top mgt.
c) It may fail due to unpredictable changes in the economy.
Advantages or objectives of manpower

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a) It helps the organization to match its man power with skill necessary for
achieving its objectives.
b) It helps the organization to know how its personnel are employed and how their
skills are being used i.e. this help in deploying manpower in much better way.
c) It facilitates similar approach in other of staffing as it is the beginning of staffing
process.
Training
It is the act of increasing the knowledge and skills of an employee for doing a particular
job.
Development
It is broadly the nature and direction of change induced in employees through the process
of training and education.
Importance of training & Development
a) It increases the efficiency in work
b) Increases the morale of employees
c) Brings better human relations
d) Helps to reduce supervision of work
e) Increases the organizational viability on flexibility
Motivation
Non- financial incentives as motivator
Status
This referees to the ranking of people in the firm. It includes rights and duties in the
organization
Promotion
It is a movement to a position in which responsibilities are increased. Promotion satisfies
the need of human beings in the organization.
Responsibility
Most people prefer a responsible job, that satisfies people’s natural and inherent
characteristics and they put more effort s for completing the job.
Making job pleasant & interesting.

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By designing such that it allows the employees to satisfy their natural instinct e.g.
Through job enlargement and job enrichment.
Recognition of work
Appreciating the work of the subordinates does motivate them.
Job Security
If worker’s job is secure, he feels happy and less worried thus being motivated.
Encouraging the team spirit
By encouraging the workers to work in cooperation and coordination in order to achieve
the organization goals will motivate them.
Participation
The superior-subordinate relationship emphasis that superior takes the decision and
subordinates implement them and they also be involved in making the decision .
Good communication
Better channel of communication in the organization.
Transactional Analysis (TA)
It is used to develop better interpersonal interaction among individuals. It involves
understanding of personality factors of individual and their ego with which they interact.
Ego – It is a person way of thinking, feeling and behaving at any time.

Importance of Transactional Analysis (TA)

a) It helps to develop positive thinking about people i.e. Changing negative to
positive feelings.
b) It motivates
c) It leads to organizational development.
d) Improves interpersonal relationship by providing understanding of ego. States of
persons involved in interaction thus improving interpersonal effectiveness.
Promotion
It is a change from one jot to another that is better in terms of status and responsibility.
Importance of promotion
a) Leads to job satisfaction
b) Provides motivation to employees

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c) Increases productivity and employees resistance to certain changes are reduced
d) It provides economic and moral development in the organization.

CHAPTER 10
ORGANISATION AND METHODS
Specific objective
By the end of this topic the trainee should be able to:
a) Explain the concepts of organization and methods
b) Explain the objectives of office organization and methods.
c) Discuss the procedure used in carrying out office organization and methods
d) Discuss the imports of organization and methods
Work simplification department. The American term is organization and methods dept. It
is charged with responsible of finding easier and better ways of doing work. It also deals
with scientific checking of the way work is done to ensure that utmost efficiency is

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obtained.Organisation and methods refers to the systematic attempt on the part of an
enterprise to improve and maintain office at a high level of efficiency.
It is through o&m that office operations and procedures are continuously improved.
Work simplification is possible and better, communication and economy are achieved.
Objectives of O & M department
a) To eliminate wastage of time, human energy, space, equipment, stores and
stationery- To achieve O&M dept. ensures that work procedures codified and
made clear and the flow of work is improved
b) Improving the existing work output and quality of work.
c) To improve accuracy in delivery of office services.
d) To improve the support service given by office staff ( on occasions this may
means recommending employment of an additional staff)
e) Making the staff efficiency conscious by encouraging their participation and
interest in the office work.
Functions of O&M
Defining precisely objectives of different functions and operations
Drawing up a plan of work indicating the general and specific purposes of the tasks
involved, nature of the information to be procured and the sources of information to be
tapped.
Making a thorough examination of the existing procedures.
Making detailed study of the sources of information.
Examination of all relevant facts gathered in the course of investigation and study and
suggesting new or modified procedures if found necessary.
Once the suggestion of the o&m dept. are accepted helping the administration and Staff
in implementation of the suggestions.
Principles that guide o&m
All Unnecessary operations should be eliminated
All operations which can, with advantages, be combined, should be combined.
All the operations should be in their correct sequence to avoid backtracking.
All necessary operations should be as simple as possible.
The shorter the office work cycle the higher will be the overall productivity.

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The work flow should not only be fast but also have an even tempo.
O & M department Personnel
All large organizations in both private and public sectors have at least an organization
and method dept. Organization and method personnel are members of the mgmt. services
division and work done alone side work study officers and system analysis. The function
is normally advisory and they provide the services to all depts. In the organization where
data processing or computer systems are involved they have to work closely with one or
more system analysis. They provide advice to all dept. on request when is it done, the
questions of timetables and circles of time have to be considered.
Where is it done, it is necessary to be done where it is who does it, how is it done and
how many are concerned in it.
Submission of proposal
After enquiries have been made, the facts are analyzed and improvement planned, the
proposal must be then submitted for subsequent action. It is usual for the proposal to be
shown to the managers of the dept. concerned not for approval or criticism but so that
they know what is recommended and so that they are prepared for whatever cause of
action that the mgmt. decision on.
Difficulties of conducting an O & M survey
a) Financial to fund the survey
b) Personality differences
c) Problems of time constraints.
d) Their qualifications may also affect the survey.
e) Failure to collect relevant information.
f) Their recommendation should be workable since they may be fired it their
findings is not successful
g) Job security
h) Lack of information
Principles of good organization
 Clear definition of objectives.
 It should be flexible
 Clear line of authority

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 Appropriate span of control
How O & M works
Operation/steps in conditioning o&m assignment
O&m functions should be a continuous process, but sometimes the o&m officers may be
asked by higher management or a particular department manager to conduct a survey and
make recommendations for improvement in a particular area of operation. In conducting
the assignment the following steps will be taken.
An O&M assignment usually falls into the following five broad sections.
 Determine of the objective of the assignment
 Planning the assignment
 Preparatory meeting
 Collecting the facts
 Analyzing the facts
 Submitting proposals for change.
 Helping in the implementation.
Planning the assignment
The actual planning depends on what the assignment is the size of the dept to be surveyed
and their geographical dispersion and so on. This must be followed by a preparatory
meeting.
Collecting of the facts
It’s time consuming and may be time wasting for the operation of the office staff if
preparation is in adequate. There is a danger of either collecting too many facts about
procedures not concerned with the enquiry or of not collecting enough relevant material
Ways of collecting facts
Studying of the existing records.
Personal observation
Discussion with people doing the job and their supervisors and managers.
Using written questionnaires.
Note: Questionnaires are notoriously open to misinterpretation and suitable combination
of the above methods usually used.
Analysis of facts

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Every stage in the various office procedures has to be examined which means that
organization and method staff has to ask many questions like what is done, what is the
unit of work, why is it done (This may give mourners connected with other office
routine).
O & M assignment
It may be to check on one aspect of e.g. An invoice system or the entire office system of
an organization. A simple O & M assignment might be to consider the side and
warding off an office from, how many copies are made, who received each copies and
the use made of each copies when and where, on the other hand, It could be to
undertake a compete revision of a system such as central filing .
Advantages of o and m
Improves general efficiency of the office.
Reduces the clerical and paperwork and ultimately reduces wastage
Out down since unnecessary steps requiring clerical labor and documents are eliminated.
Disadvantages
Tends to have adverse effects on staff morale.
Work simplification is carried out theoretically which could not be workable when put in
practice.
Requires constant training of staff to enable Staff to cope with the introduced systems.
How O & M works
Operation/steps in conditioning o&m assignment
An O&M assignment usually falls into the following five broad sections.
a) Determine of the objective of the assignment
b) Planning the assignment
c) Collecting the facts
d) Analyzing the facts
e) Submitting proposals
Question
a) According to your own views, is O&M assignment vital for any given enterprise?
b) Interviews are commonly used in collecting data in Organization and Methods
surveys. Outline five shortcomings of using this approach. (KNEC 2008)

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CHAPTER 7
HANDLING OFFICE CORRESPONDENCE
They are also called mails, mailing which is the process of receiving and sending letters
in any organization. Mails may be divided into three parts
Incoming mails
Outgoing mails
Inter departmental mails
Incoming mails
Incoming mails section handles all correspondence coming to an organization.
The following points provide a general guidelines for dealing with incoming mails.
Collecting mail
Mails in most cases collected by the messengers
There are fixed times for collection of mails usually in the morning and once in the
afternoon.
All the mails collected by messenger should be brought to the office in a locked briefcase
to be opened in the mail office.
Opening mail
Registered mails must be signed for and dealt with immediately.

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Mails should be opened by atlaest two clerks in the presence of a supervisor or other
senior official.
Open all letters except those marked private, personal or confidential, those will be
opened by those they are addressed to.
If a letter states having enclosures, they should be checked and securely affixed to the
letters concerned to eliminate possibility of them getting misplaced.
Re check envelopes for contents before discarding to make sure that they are really empty
mails.
Procedures of handling incoming correspondence
Recording incoming mails
In small department one may be exempted to record all incoming mails but records at
least all those letters that enclosed cash or cheque etc. that are received by registered or
forwarding mails to departments the steps includes
Read through all mails and sort into files, urgent important and routine
Get files for any relevant or previous correspondence and clip letters to files
Distribute mails as quickly as possible after it has been received and sort out as delays
may prove expensive.
Personal and confidential letters should be forwarded unopened.
Mails are finally handed over to the boss sorted out e.g. routine, general, confidential,
personal, registered mail etc.
Those mails intended for more than one department should be dealt with accordingly.
For very urgent letters of immediate attention or of several officers, photocopies should
be made out of such letters and send to all of them thereby saving time.
Procedures of handling outgoing correspondence
Outgoing mails
Delivering mails to mail office.
Clear responsibility as to who would take outgoing mails from various departments to the
mail office.
There should be fixed timing for delivery of mail to mail office.
Places i.e. out trays should be known where to find letters.
Mails should be sent to the mail office open not sealed except the confidential ones.

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If any envelope is to be given special attention e.g. to be sent by registered or express
mail etc. a suitable note in pencil should be made at the top of the envelope for guidance
of the mail office staff.
Preparing mails for dispatch
All letters received in the mail office should be checked.
Letters should be matched to their correct corresponding envelope.
Letters should be folded and then put in the envelope and sealed.
Some firms use window envelopes for outgoing mails to ensure that letters are not put in
the wrong envelopes.
They are then weighed for correct postage and the amount noted.
Stamp the letters or parcel, this is done by hand or the franking machine.
Recording outgoing mails
The book records brief details three of the addressee, nature of the document and postage.
If a franking machine is used letters must be delivered to a post office.
Registered and express mails should be taken to the post office and proper receipts an
acknowledgements obtained.

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