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WorksheetsOffice Administration Assessment
Total questions: 60
Worksheet time: 3hrs 0mins
The following is the advantages of a good office environment EXCEPT:
Increase in the goodwill
Increase in profits
Improvement in employees relations
Decrease in efficiency
The following is the factors influencing location of the offices EXCEPT:
Convenience to customers
Transportation facilities
Need of the business
Lower cost of living
The chain of command within an organization can be shown on a /an;
organization chart
matrix
line graph
office layout
The type of organizational structure most suited for creating project teams is the ;
line
matrix
line and staff
functional
Which of the following statements regarding a profession‟s code of ethics is most accurate?
A code of ethics makes sure that all members of a profession act ethically at all times.
A code of ethics communicates the principles and expected behavior of a profession‟s members.
A code of ethics always includes standards of conduct.
Ethical employees are responsible workers who can be counted on to?
complete the tasks they start
do whatever it takes to get ahead
copy the actions of celebrities
discuss personal issues with coworkers
What is one of the main reasons that employees behave unethically?
To obtain publicity
To create a positive customer relations
To become managers
To do what everyone else does
Which of the following will help motivate employees?
Compromise on poor performance
Ask for performance and set standards
Use positive reinforcement, and generalize it
Use the same methods of reinforcement for everyone
Which of the following is NOT a function of management?
Control
Finance
Organize
Plan
What occurs in the planning function of management?
Comparing what was planned with the actual performance
Coordinating all those involved to achieve the company of departmental goals
Deciding what needs to be done and how it will be accomplished
Delegating duties to other employees in the company
Which of the following is the traditional management structure?
Expansive
Horizontal
Pyramid
Vertical
Business location decisions are very important for all of the following reasons except that
the location might affect the sales of a product
the location might affect the costs of production
the location might affect the available supply of labour
the location might affect the legal form of ownership
Which theory of management describes the boss who believes people are lazy, and need constant supervision?
Theory x
Theory y
Theory z
Democratic theory
Grapevine can best refer to
discussing company information
documents in printed form and online
informal network by which employees shared information
schedule and deadlines set by supervisor
Which of the following is NOT one of the advantages of an enclosed plan office?
More privacy
Reduction in noise
More protection
Noise increases
Isaac feels like his hard work is never recognised. Which level of needs (Maslow) is not being satisfied?
Self-Esteem
Social
Self-Actualisation
Physiological
Which of the following is a motivational factor, according to Herzberg's two-factor theory?
Pay
Recognition
Relations with others
Quality of supervisions
Malika thinks that it is an excellent idea to have music playing in the background while her team carry out their duties. What kind of factor is being represented by Herzberg's theory
A satisfier
A motivator
A hygiene factor
A job content factor
Yu reports to Shivangi, but he is always finding ways to ingratiate himself to remain on good terms with her. According to McClelland, Yu has a high need for:
achievement
power
affiliation
charisma
The _______________ eliminated the need for offices to use carbon paper to reproduce documents as they were being typed and enabled office staff to make unlimited copies.
Photocopier
Three
Troubleshooting
Prepay
All of the following are customer service functions except
Solving customer problems
Completing the delivery documents
Dealing with customer complaints according to company procedures
Answering customer enquiries about products and services
Which one is Not the main task for financial accountants?
Preparation of a Balance Sheet and Profit and Loss Account each year
Produce a cash flow statement as well
Monitors overdue payments and takes action to recover bad debts.
Preparation of the statutory accounts.
The freedom to act, make decisions and challenge one’s self to be more creative fits which of Maslow’s hierarchy of needs?
Social needs
Security needs
Basic needs
Self-fulfillment needs
_______ consists of motivating, supervising, quiding, and leadership
Planning
Organising
Controlling
Directing
Which of the following is a function of management?
Doing
Staffing
Sampling
Maintaining
Reaching toward an objective or striving to meet a mission statement would fall into what part of management?
Planning
Directing
Controlling
Staffing
What is filling?
Photographically reducing documents to store on microfilm
Converting documents to electronic form
The process of storing records in an orderly manner within an organized system
Creating, distribution, use maintenance and dispositiion of records
What is the end phase in records life cycle?
Create/receive
Use
Retain
Dispose
The importance of record management in organization is _____________________________.
to help in facilitating comparison
not helpful in making decision
performance in organization is not good
evaluating progress of organization become slower
In records management, what is a record?
What my parents used to listen to music
Information kept for future reference
The process of storing records in an orderly manner within an organized system
What is a record life cycle?
List of how long each type of record should be kept
The process of storing records in an orderly manner within an organized system
Creation, distribution, use, maintenance, and disposition of records
A set of procedures used to organize, store, retrieve, and dispose of records
What is a record management system
A set of procedures used to organize, store, retrieve, and dispose of records
Mr. Knowles' system of LP, EP, and 45's
The process of storing records in an orderly manner within an organized system
Transferring records to permanent storage or destroying records
What is the second phase of the records life cycle?
Creation or receipt of the record
Classification of records
Filing and retrieving the record
Disposition of the record
The value a record use to provide proof of business transactions is _____ value.
legal
fiscal
historical
administrative
Which storage method uses the letters of the alphabet to determine the order in which a record is filed?
Alphabetic storage method
Numeric storage method
Geographic storage method
Subject storage method
Eva works at a hotel registration desk. When a customer was checking in tonight, Eva reminded him that checkout time would be 11:00 a.m. “No, it’s not!” he exclaimed. “It’s always at 11:30!” Eva’s customer is
suspicious
leave-me-alone
argumentative
impatient
The communication which is spoken, read, heard, and written is
verbal communication
non verbal communication
gestural communication
formal communication
What is communication?
A process of transmitting information from one person to another.
A process of transmitting information one person to a place or another.
A process of transmitting information from one person or place to another.
A process of transmitting information to one person or a place.
Which of the following is an example of nonverbal communications?
Nodding your head
Making eye contact
Crossing your arms
All of the above
Communication starts with
Message
Sender
Channel
Feedback
Use of specific words so that the message does not sound vague or abstract is
conciseness
concretness
clarity
none of these
The medium through which the message is passed from the sender to the receiver is known as?
decoding
channel
encoding
feedback
Communication is affected by _________ context
Psychological
Environmental
Cultural
All of the above
Effective communication is that in which
Sender sends a complete message
Receiver understands the message of the sender
Communication is in order
Communication is in writing
Which of the following is NOT an external business written communication?
Complaint letter
Curriculum Vitae
Memo
Enquiry
Which of these are records of a meeting?
Plans
Minutes
Agenda
Presentations
Reading refers to which element of the communication process?
Encoding
Decoding
Message
Channel
An example of active listening is:
Listening close and taking good notes
Skimming the outline carefully
Moving around while others speak
Focusing on main ideas being communicated and responding with full attention
Distance in communication belong to
Physical barrier
Psychological barrier
Semantic barrier
Organisational barrier
Psychological barrier refers to
premature evaluation
ego
emotions
poor listening
All the above
Which of the following indicates the correct sequence of the elements of communication in the communication process?
Sender, Receiver, Channel, Message, Feedback
Receiver, Feedback, Sender, Message, Channel
Sender, Channel, Message, Feedback, Receiver
Sender, Message, Channel, Receiver, Feedback
When preparing to make a professional telephone call, what are several effective oral communication skills you could apply?
Be Courteous/ Polite
Speak Clearly & use Proper grammar
Be aggressive
All of the above
A & B only
What is the definition of Customer Service
the assistance and advice provided by a company to those people who buy or use its products or services.
Offering a service, well and politely.
Doing a hair or beauty service without having a disagreement with your client.
Doing a great job.
Which of the following is most likely to help in calming an angry customer when face to face?
Crossing your arms
Rapid nodding of the head
Slow nodding of the head
Smiling
What is prepared AFTER a meeting that describes the discussions, decisions, and actions that occurred during a business meeting?
agenda
report
minutes
Who makes sure the meeting is functioning correctly?
CEO
Manager
Chairperson
Secretary
What is a list of items to be discussed or acted upon at a meeting?
agenda
report
minutes
Scenario: You ask a co-worker if they can help you with a client, they cross their arms and roll their eyes but do not say anything. Have they communicated?
No, at this stage it is one-way communication
No, when they answer you they will have communicated back, completing two-way communication
Yes, they have used non-verbal communication
Sort of, you won’t really know until they answer though
_________ is not one of the 7 C's of communication
conciseness
correctness
clarity
character
