NATIONAL QUALIFICATIONS CURRICULUM SUPPORT
Business Management
Office Practice: An Activity
Approach
Teacher’s Notes
[ACCESS 3]
The Scottish Qualifications Authority regularly reviews
the arrangements for National Qualifications. Users of all
NQ support materials, whether published by Learning and
Teaching Scotland or others, are reminded that it is their
responsibility to check that the support materials
correspond to the requirements of the current
arrangements.
Acknowledgement
Learning and Teaching Scotland gratefully acknowledges this contribution to the National
Qualifications support programme for Business Management.
The publishers gratefully acknowledge permission to use the following images: Microsoft clipart
reprinted with permission from Microsoft Corporation.
© Learning and Teaching Scotland 2010
This resource may be reproduced in whole or in part for educational purposes by educational
establishments in Scotland provided that no profit accrues at any stage.
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OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
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Contents
Introduction
Background
Assessment
Curriculum for Excellence
Course materials
4
5
6
7
Activity resources
Activity 1
Activity 2
Activity 3
Activity 4
Activity 5
Activity 6
Activity 7
Activity 8
Activity 9
Activity 10
8
11
12
13
14
15
16
17
18
19
Possible solutions
Activity 1
Activity 2
Activity 4
Activity 6
Activity 9
Activity 10
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INTRODUCTION
Introduction
Background
The aim of this unit is to give young people real and practical
experience in a simulated working office environment.
Outcomes
1
2
3
4
Examine personal suitability for the vocational area of office
work.
Identify health and safety regulations and safe working practices.
Identify the main features of the work station.
Carry out a series of tasks under supervision.
Outcome 1
Examine personal suitability for the vocational area of office work.
Performance criteria
(a)
Identification of essential requirements for an employee in terms
of the candidate’s experience.
(b)
Identification of own personal skills, attributes and interests is
realistic.
(c)
Conclusion arrived at about personal suitability for the occupation
is realistic.
Outcome 2
Identify health and safety regulations and safe working practices.
Performance criteria
(a)
Identification of safe working practices is accurate in terms of the
occupation.
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OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
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INTRODUCTION
(b)
Identification of the importance of safe working practices is
consistent with the nature of the workplace.
Outcome 3
Identify the main features of the work station.
Performance criteria
(a)
Identification of main functions of the workplace is accurate.
(b)
Identification of essential equipment and facilities is accurate.
Outcome 4
Carry out a series of tasks under supervision.
Performance criteria
(a)
Sequencing, timing and organisation of tasks is correct.
(b)
All tasks are carried out in a manner compatible with the ethos of
the work environment.
(c)
A tidy work station is maintained, and operating and safety
procedures are followed at all times.
Assessment
The materials in the unit have been produced to meet all of the above
criteria. Instruments of assessment are available from the Scottish
Qualifications Authority National Assessment Bank.
OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
© Learning and Teaching Scotland 2010
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INTRODUCTION
Curriculum for Excellence
By completing this unit, learners have the opportunities to develop as
the following:
Effective contributors
Confident individuals
with:
improved interpersonal skills
knowledge and experience of the
wider environment
knowledge and skills that add
value to learning for work
improved problem solving .
where:
practical achievement underpins
confidence and self-esteem is
raised
reflective self-assessment
promotes improved self-image
improved personal effectiveness
and coping strategies are
encouraged
positive behaviour is established.
Successful learners
Responsible citizens
developing:
ICT skills
knowledge and skills that add
value to classroom experiences
core skills in problem solving
improved literacy and
communication skills
the ability to listen to and follow
instructions
a range of technical terminology
who:
share their experiences with others
appreciate job roles in the context
of the office environment
through the variation in learning
and teaching approaches can be
afforded the chance to establish a
more enterprising attitude.
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INTRODUCTION
Course materials
The course materials take the form of a PowerPoint show for use by the
learner. This is supplemented by activities where the student will use
resources provided by the teacher. These activities are described below
and teachers should prepare the materials prior to use by the learner.
Suggested solutions are also included for some of the activities.
The PowerPoint show is split by each of the outcomes. In turn, each
outcome is broken down into separate elements. Learners are
encouraged to read each section and then try the activities.
OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
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ACTIVITY RESOURCES
Activity resources
Activity 1
Administration Assistant
Permanent, full-time
We are looking for an Administration Assistant to help in our busy
department. This post is primarily to deal with a range of services
within the department that require contact with customers and
staff, therefore good communication skills are important.
The main duties include preparing word-processing documents,
dealing with mail, filing and covering reception. Other duties may
include answering the telephone, maintaining an appointment
diary and photocopying.
Candidates should have up-to-date experience of using a word
processor and have good organisational skills.
Using the example job description above, write down what skills you
think an administration assistant would need. (This is the same example
as used in the slide show.)
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ACTIVITY RESOURCES
Skills needed?
Discuss your answer with another student to compare your thoughts.
On your own – write down which of these skills you have.
OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
© Learning and Teaching Scotland 2010
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ACTIVITY RESOURCES
Do you think that you would be a good administration assistant?
Why?
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OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
© Learning and Teaching Scotland 2010
ACTIVITY RESOURCES
Activity 2
While at work you see the following problems:
 A filing cabinet has been moved in front of the fire exit.
 A new heater has been put in the office with the cable lying across
the doorway.
 A colleague is complaining the office is too hot.
 One of the VDU operators is complaining about a sore head.
How could you solve these problems? Write down some suggestions.
Discuss your answers with another student to see if you have missed
anything.
OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
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ACTIVITY RESOURCES
Activity 3
Having completed the section on reception, the learner will be looking
for some practical activities related to working in a reception.
This may be in a simulated situation or, if possible, an ideal solution
would be for the learner to have a period of work experience in a real
working reception.
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ACTIVITY RESOURCES
Activity 4
The managers in your organisation are experiencing the following
problems:
 It takes a long time to sift through their diaries to find suitable dates
and times to hold meetings.
 Regular meetings have to be written in managers’ diaries and in their
secretary’s diary.
 Sometimes managers forget to pass on information about
appointments to their secretaries and on occasion this has led to
double booking of appointments.
(a)
Suggest how using electronic diaries would solve the problems
listed above.
(b)
Suggest two other features of electronic diaries that the managers
or secretaries may find useful.
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ACTIVITY RESOURCES
Activity 5
Using the information on slides in the Telephone section of the
PowerPoint show, transfer the messages onto three separate telephone
message forms.
You will need three copies of the following blank telephone message
form for use in this message task.
Telephone Message Form
To: __________________________
Dept: ____________________
Date: ________________________
Time: ____________________
Caller’s name: _____________________________________________
Organisation: ______________________________________________
Telephone no: __________________
Extension no: _____________
Message:
_________________________________________________________
_________________________________________________________
_________________________________________________________
Taken by: _______________________________________________ _
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ACTIVITY RESOURCES
Activity 6
The following items have to be dealt with in the mail department:
1
End-of-month statements have to be sent to customers.
2
It is important to know when each piece of incoming mail was
received.
3
An urgent letter is being sent to a customer.
4
A machine is used instead of stamps to pay postage.
5
Important instructions are being sent to a supplier.
6
The correct postage must be used on parcels.
Complete the following table by filling in the number. Each number
should be used only once.
Number
Special delivery
First-class mail
Second-class mail
Electronic postal scales
Date stamp
Franking machine
OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
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ACTIVITY RESOURCES
Activity 7
When you leave school or college and start work you will probably
need a bank account. There are two main types of account: current and
deposit. A current account is one into which cheques are paid. You are
given a cheque book.
If you found that you could afford to save some money, you could open
a deposit account. You are paid interest on the money you put into a
deposit account. (It is a useful way of saving money.)
Banks provide many services for their customers. If you decide to go
abroad for a holiday, the bank will provide you with currency. They can
also help with insurance, loans and many other things.
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© Learning and Teaching Scotland 2010
ACTIVITY RESOURCES
Activity 8
Instructions
1
2
3
4
5
Create a new document, save it as ‘activity 8’.
Put your name, date and filename in the footer.
Use Courier New font, size 16.
Type the sentences in single line spacing.
Proof-read your work and print out one accurate copy.
There are over 200 word-processing packages on the market – some of
them are aimed just at the home user but more are aimed at the business
user.
They all offer the user the ability to input, save, retrieve and print text
and the text-editing functions of delete and insert. Moving blocks of
text, copying blocks of text and deleting blocks of text are also quite
standard. Other standard features include altering margins and line
spacing, centering and indenting paragraphs.
An important point to note about using your word processor is that you
should use everything you need – but not everything you can.
OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
© Learning and Teaching Scotland 2010
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ACTIVITY RESOURCES
Activity 9
Read the passage below and fill in the blanks using the word bank
below.
In any filing system, documents are stored so that
__________________________ can be provided when required.
A filing system must be _______ and _______ to use. It also must be
____________and ________________for the type of information held.
For security purposes, all _______________documents should be
retained in _______________ cabinets. The cabinets should be safe in
case of ________, _____________ and _____________________ .
Filing systems must not ___________________________. In modern
offices floor space is very important.
Wordbank
flexible
wear and tear
simple
appropriate
up-to-date information
quick
lockable
fire
flood
take up too much space
confidential
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ACTIVITY RESOURCES
Activity 10
Carry out Tasks 1 and 2 by arranging the names in alphabetical order.
Task 1
Elizabeth Alexander
Eleanor Adamson
Jane Adams
Ellen Adamson
John Brian Andrew
Donald Andrews
David Andrews
Harold Alexander
Task 2
Abc Business Agency
Don Mckay
AA
The A A Supply Co Ltd
A E Limited
A E I Sound Equipment
Dougal Mackay
Abc Dealers
OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
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ACTIVITY RESOURCES
Task 3
Rearrange the following list twice. Firstly put it into alphabetical order
to show the order in which the index cards would be filed. Secondly put
it into numerical order to show the order in which the files would be
stored in a filing cabinet.
Bryant M
Jones R
Sanderson D
482311
478963
475712
Alphabetical
Gibbs
Berkowitz T
Houldsworth S
413727
473218
473213
Numerical
Task 4
Arrange these names in geographical order.
Fishers for Safes Ltd, 3 Well Street, Aberdeen, AB1 3TH
Glasgow Solicitors, 45 Buchanan Street, Glasgow G2 9SD
Fisher & Nephew, Portland Place, Edinburgh, EH12 7YT
The Sandwich Box, 45 The Tron, Bathgate, EH45 6CV
A World of Stationery, Kirk Mill, Falkirk, FK2 4LP
Clean Screen, 87 Duke Street, Glasgow, G32 4SD
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OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
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POSSIBLE SOLUTIONS
Possible solutions
Activity 1
Skills required for an administration assistant :




word-processing skills
organisational skills – for diary and filing
reception skills – polite, friendly, helpful, patience, etc
good telephone manner – polite voice, calm, helpful, listening, etc.
The learner should identify the skills they have and you may be able to
observe them in use in a work placement.
The learner should identify their skills and match them to those
required for an administration assistant.
OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
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POSSIBLE SOLUTIONS
Activity 2
Problem
Solution
A filing cabinet has been moved in This is a fire hazard and should be
front of the fire exit.
moved immediately.
Notices should be displayed to
make sure employees know that
this must not happen again.
A new heater has been put in the
office with the cable lying across
the doorway.
Move the heater to a more suitable
position in the office.
Re-route the cable so that it is not
trailing on the floor.
Install a new power socket so that
a long cable is not required.
A colleague is complaining the
office is too hot.
Open a window.
Provide a fan.
Switch on air-conditioning.
One of the VDU operators is
complaining about a sore head.
Make sure operators have:
 regular breaks
 a variety of tasks to do.
Offer free eye examinations.
Use screen filters.
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POSSIBLE SOLUTIONS
Activity 4
(a)




Searches done at high speed.
Suitable dates and times can be found immediately.
Can automatically enter regular meetings.
Can enter information or appointments on several diaries at the
same time.
 Secretaries can look at different managers’ diaries to see
information on appointments.
(b)
 Can create a ‘to do’ list.
 Names, addresses, phone numbers, etc stored in address book.
 Receptionist may access electronic diary to confirm a visitor’s
appointment.
Activity 6
Number
Special delivery
5
First-class Mail
3
Second-class mail
1
Electronic postal scales
6
Date stamp
2
Franking machine
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OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
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POSSIBLE SOLUTIONS
Activity 9
In any filing system, documents are stored so that up-to-date
information can be provided when required.
A filing system must be simple and quick to use. It also must be
appropriate and flexible for the type of information held.
For security purposes, all confidential documents should be retained in
lockable cabinets. The cabinets should be safe in case of fire, flood and
wear and tear .
Filing systems must not take up too much space. In modern offices
floor space is very important.
Activity 10
Task 1
Jane Adams
Eleanor Adamson
Ellen Adamson
Elizabeth Alexander
Harold Alexander
John Brian Andrew
David Andrews
Donald Andrews
Task 2
AA
The A A Supply Co Ltd
ABC Business Agency
ABC Dealers
AEI Sound Equipment
AE Limited
Don McKay
Dougal Mackay
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OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
© Learning and Teaching Scotland 2010
POSSIBLE SOLUTIONS
Task 3
Alphabetical
Numerical
Berkowitz T
473218
Gibbs
413727
Bryant M
482311
Houldsworth S
473213
Gibbs
413727
Berkowitz T
473218
Houldsworth S
473213
Sanderson D
475712
Jones R
478963
Jones R
478963
Sanderson D
475712
Bryant M
482311
Task 4
Fishers for Safes Ltd, Aberdeen
The Sandwich Box, Bathgate
Fisher & Nephew, Edinburgh
A World of Stationery, Falkirk
Clean Screen, Glasgow
Glasgow Solicitors, Glasgow
OFFICE PRACTICE: AN ACTIVITY APPROACH (ACCESS 3, BUSINESS MANAGEMENT)
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