Officetechnology PDF

OFFICE TECHNOLOGY
YEAR 10
PUPILS TEXTBOOK
Technology Employment Skills and Training

Ministry of Education, Fiji
7 January 2015
Year 10 Office Technology Textbook 2015 Page 2

PREFACE
This textbook has been written to cater for the revised Year 10 Office Technology syllabus to be
trialed in Fiji secondary school this year, 2015. The Year 10 Office Technology textbook is the
first to be written locally.
It is hoped that this book will be useful in implementing the syllabus but it should be
understood that it is not the syllabus. The syllabus is the framework for the teacher to follow
while this text book is a resource for the student. Therefore departure to other resource
materials for more information is acceptable.
It is anticipated that this book will minimize the amount of time for teachers in lesson
preparation and more time will be devoted to actual classroom learning and teaching.
There may be variety of opinion about the content of the chapters but for the beginner it is the
best which gives them the time and opportunity to become familiar with the basics before
pursuing further into the field of study in greater detail at upper secondary level.
MINISTRY OF EDUCATION
SUVA
FIJI ISLANDS
7 January 2015

ACKNOWLEDGMENT
This textbook for Year 10 Office Technology has been produced by the Office Technology
Section of the Technology Education Skills and Training [TEST] Section of the Ministry of
Education.
It has been written and compiled by the Year 10 textbook writer’s panel comprising of the
following teachers:
1. Ms Kereni Misiki St Joseph’s Secondary School
2. Ms Asilika Nabure Tailevu North College
3. Mrs Prakash Prasad DAV College
A special thanks to the Senior Education Officer ERC, Mr Kaushik Lal for all the graphic designs
put forward towards the completion of this textbook.
This publication has been made possible through the support and assistance provided by the
Senior Education Officer Office Technology Mrs Seruwaia Raile, Principal Education Officer TEST
Mr Tomasi Naborisi, Director TEST Ms Alumeci S Tuisawau and other Senior Staff of the Ministry
of Education.
Above all, the TEST staff and the family members of the writers are acknowledged for their
patience and wholehearted support.
Every effort has been made to acknowledge all copyright.
th
Copyright © 7 January 2015
All Rights Reserved.

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

CONTENTS
CHAPTER TOPIC PAGE NUMBER
1 Modern Office 6 – 19
Activities 20 – 22
2 Spreadsheet 23 – 36
3 Electronic mails 40 – 47
4 Integrating text and graphics in word 50 - 59

Activities 60 - 61
5 Business Environment 62 – 68
6 Reception Area 71 – 76
7 Interpersonal Communication 79 – 82
Glossaries 85 – 86
References 87

CHAPTER 1
MODERN OFFICE
By the end of this chapter the students should be able to:
 discuss the features of modern office

 recognize the functions of five modern office equipment
 determine the effects of climate.
Introduction
A modern office has up-to-date computers and office equipment and may also have furniture
that is ergonomic in design.
Components of a modern office

These are four components of an office:
 People: This included the workers, who organize, communicate, solve problems and
perform other numerous functions.
 Tools: These include computers, word processors, facsimile, cash registers, furniture
and other equipment.
 Records/Data: These are created, collected, calculated, analyzed, sorted, reproduced,
retrieved and used in a variety of ways e.g. Letters, memo, reports etc.
 Other Resources: This includes the management of time, money, office, space and
office supplies. Time and money must be managed well.

The functions and communication procedures of an office
Office functions support the aims and goals of the organization and each specific department.
Office Function support Business Function
Managing Staff Human Resource Management
Communicating with customers Marketing goods and services

Managing Finance Controlling Finance
Processing Data Production of Goods and services
The communication methods/equipment used in an office
The work you perform in your office will depend on your position in the organization and the
size and type of business of that organization. To carry out the operations allocated to you that
support the functions of the office, you will need to be trained in the three areas of
communicating information in a workplace:
i) operating office equipment correctly in order to:

MODERN OFFICE FACSIMILE
 photocopy documents
MACHINE
 use the telephone system
 bind documents
 use the computers/word processors
 handle, process and retrieve documents
MULTIFUNCTION COPIER /PHOTOCOPIER

FOR BUSINESS
MODERN TELEPHONE DESKTOP PC

WITH FAX

ii) understand the process involved in organizational procedures
which included:
 identify and solving problems
 implementing the correction solutions
 completing forms
 making out invoices
 ordering of supplies
iii) communicating effectively within the office and customers and suppliers which require
you to:
 know the hierarchical structure of the organization
 know who is responsible for which section of the business
 know the products and services of your organization
 know the methods of using verbal and non communications
 know how to handle difficult customers
 organize meetings/travel arrangements
Workplace Communication Procedures

The main function of a business is:
The manufacture of specific goods or the supply of specific services.
An organization is a planned arrangement of operations.

To achieve the smooth flowing operation of everyday tasks,
preparation is required. All employees are doing what they
are qualified and trained to do in order to achieve their own
goals and of the business.
Maximize efficiency of office layout and work flow
In order to operate well-planned and organized procedures, your work station and your office
will need to be well designed. Examples of good design are:
 Flexible office layout (in the event of growth of the business or changing circumstances)
 Convenient arrangement of furniture and equipment to allow effective work flow
 Accessibility of documents and equipment
 Privacy (which may be required for managers to interview staff or clients)
Areas that are interrelated in their business functions places near one another to allow easier
interpersonal relationships and better communication

Office Equipment and Workflow
Procedures should flow in the most effective way.
Improved Work Flow is Established By:
 investigating the system as it presently exist
 making required changes to it.
Methods of Improving Work Flow:

 Office Layout Chart: Shows the location of office workers and the way work moves from
person to person
 Flow Process Chart: These shows the operations and the steps that are taken to complete
one particular task e.g. filing – how many steps you follow to complete filing
Rules of better workflow
 Avoid: criss-crossing and backtracking

 Remember: once around and out
 Follow a circular route of least distance
OFFICE EQUIPMENT
Telephone System Features
Versatile and reliable communication is at the heart of every modern business’ infrastructure,
and one of the most vital communication tools for any company is an effective telephone
system.
In order to keep up with wider digital developments the office telephone is now a very
sophisticated device, with features that extend far beyond the capabilities of the traditional
single purpose telephone.
The key features of contemporary phone systems are very useful tools that can aid the
productivity of any business. Introducing some of these features to your workforce can result in
benefits far beyond better sound quality.
Below are some of the examples of modern telephones used nowadays.

These are various machines which are used to run a business. The machines are used for
communication, document processing, document reproduction, collating, etc.
Such machines are also used by various workers to complete their daily work efficiently.
Each organization use various equipment to suit the type of service provided or products
manufactured.
MODERN OFFICE TELEPHONE MODERN OFFICE COMPUTER & CHAIR
What is office equipment?
Importance of obtaining the right equipment
There are many things to consider before ordering new equipment.
 Make sure you are obtaining the correct machine for the job.
 When the right equipment is bought this will contribute:
 To saving costs
 To improving efficiency
 To improving client service
 To keep up with the competition

Computer Telephone
Photocopier Facsimile
Machine
Binding Laminating
Machine Machine
Multimedia Shredder
Projector Machine
Multimedia Multifunction
Presenter Copier

EQUIPMENT USED FOR COMMUNICATION
The following office equipment is used for communicating business matters to the
customers/clients.
 Computer
 Telephone
 Facsimile
NAME OF EQUIPMENT FEATURES FUNCTION

Computer It has a system unit, monitor, It has the ability to store,
A computer is an electronic speaker, mouse, screen, retrieve, and process data.
device that manipulates microphone, keyboard,
information, or “data”. scanner, and modem. You can use a computer to
type documents, send email,
Your PC (Personal Computer) and browse the internet. You
is a system, consisting of can also use it to handle
many components such as spreadsheets, accounting,
monitor, keyboard, mouse, database management,
system unit, speaker, presentations, games, and
modem, scanner, etc. many more.
Telephone  headset  Give information about

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

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

Cleaning a computer
Always ensure to use the right technique, and material for cleaning the computer.
Computer Maintenance
To extend its life you must maintain a good environment
 Place computer at room temperature.

 Keep computer away from liquid
 Arrange desks and chairs tidily
 Allow space for movement
 Avoid positioning it too close to an open window.
 If very cold temperatures always wipe the computer
 DO NOT EXPOSE TO EXTREME HEAT.
Cleaning the telephone
A soft cloth and water is recommended along with Phone-Cleaner Wipes.
 The phone body: Moisten a cloth with the cleaning product and wipe the surface of the
telephone. For hard-to-reach spots, such as the spaces between raised numbers, use
cotton swabs wrapped in Phone Cleaner wipes. Be careful not to get any liquid near the
hook switch speaker, or other openings.
 The handset: wipe the surface of the handset with the cleaning wipes as since this is the
part of the phone that touches your face, it is important to disinfect it.
 To clean a dirty cord, remove it from the phone, and dampen a cloth with water and a
few drops of mild dishwashing liquid. Rub the cord down with the cloth, and dry with a
second cloth. Make sure the cord is absolutely dry before you reattach it to the phone.
Fax Machine Maintenance
 You can help reduce paper jams in your unit by fanning the paper by hand before
putting it into the fax machine or copier.
 Clearing paper jam
 Switch off the machine

DESKTOP PC IN MODERN OFFICE HOME & OFFICE
Colour Photocopier Copy machine copiers Multi-media workstation
TOSHIBA STAND UP MULTI-MEDIA

PRESENTATION
Various programmes are used by business to suit the type of work they serve to their
customers/clients.
Printers
In computing, a printer is a peripheral which produces a

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

NAME OF EQUIPMENT FEATURES FUNCTIONS
 headset and handset
DIGITAL ANSWERING MACHINE  keypad
for answering telephones and  40 minutes of record Receives and record telephone
recording callers’ messages. time messages when the office is
closed or when personnel are
busy.
Switchboard  transfer call button

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

EQUIPMENT
LAMINATING MACHINE Available in large sizes that are Protects ID card to poster size
optimal for schools or businesses products.
To encase important or as well as smaller and even
frequently used portable versions for use at home Protect paper based
documents in a plastic and in small offices. documents that are frequently
often transparent or used or that need to be
translucent cover Safer and easier to use retained for a long time.
MAINTENANCE OF LAMINATING MACHINE
Keep it clean so that dust and grit don’t get inside:

External cleaning: turn the machine off and unplug it.
Let it cool off for twenty minutes or so.
Use a damp cloth to wipe the dust.

MACHINES THAT ARE USED FOR PRODUCING DUPLICATES OF DOCUMENTS
NAME OF EQUIPMENT FEATURES FUNCTIONS

Platen glass and glass cover
Paper tray or paper
cassette
Copy or output tray
Feeder and paper guides
Original tray Produces multiple duplicate
Photocopying Machine copies of documents, pictures.
etc.
MACHINES THAT ARE USED FOR PRESENTATIONS
MULTIMEDIA PROJECTORS
NAME OF EQUIPMENT FEATURES FUNCTION

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

 Use the proper cleaning techniques to prevent accidental damage of the projector
ITEMS YOU WILL NEED
Microfiber cloths, small handheld brush and water or specialized cleaning solution.

MACHINES THAT ARE USED FOR DESTROYING OFFICIAL DOCUMENTS
NAME OF THE FEATURES FUNCTION

EQUIPMENT
It contains sharp blades. It destroys documents and files which
SHREDDERS contains confidential matters.
Ability to cut papers in very fine strips,

for which contents or written materials
are made invisible.
MAINTENANCE OF SHREDDERS
 Turn on your shredder and let it run for the three seconds to circulate the oil/lubricant
 Open your shredder’s waste bin and dump the contents into a trash bag.
EFFECTS OF CLIMATE CHANGE IN AN OFFICE
Use equipment in a way that minimizes waste
 All businesses can take action to reduce the amount of waste they produce as waste costs
the business money to dispose of (more waste equals less profit) and it ultimately harms
the environment.
Examples of waste when using office equipment
Printer waste
 Next to your printer at work, you are likely to find a waste paper box. This is because
printers at work generate a lot of waste paper.
Photocopier waste
 Similarly, photocopiers also generate large amounts of paper waste. Waste can occur for a
variety of reasons. For example, users may:
 Place the original paper to be copied on to the glass the wrong way round
 Forget to set the size of printout to A3 instead of the default A4
 Select 100 copies instead of 10 and only realize after they have seen the first 50 sheets
come flying out of the copier
Computer waste
 Computers at work are a large drain on electricity, which is a huge waste if they are left on
when they are not being used. Wasted power means additional costs to the business – this
is money which could be better channeled into worthwhile investments which will provide
a return (give something back) to the business.
 Waste power also means increased carbon emissions into the atmosphere – which is bad
for our planet.
Ways to reduce waste

The main types of waste produced by office equipment include:
 Paper
 Ink
 Toner
 Electricity
 Every member of staff can take action to reduce the waste which they produce while using
office equipment.
Reducing paper waste
 You can reduce paper waste by limiting the quantity of paper loaded into printers and
copiers to the amount that will be used each day.
 Paper left in the machines for longer than this tends to become damp and is often thrown
away.
 Probably the single largest source of waste paper results from user error, where the job has
not been set up correctly before running it.
 Before printing or copying jobs that require more than five sheets of paper, you should print
a test page to check the setting are correct.
Reducing waste ink and toner
 Ink and toner are used up each time you print or photocopy a document.
 Therefore, only print and copy essential documents.
Reducing waste electricity
 Electricity is being used up all the time any electrical is turned on. Leaving equipment
running when nobody is using it, especially overnight, is wasteful.
 Many types of electrical equipment have power-saving modes which can be set to activate
soon as a machine is idle for any length of time.
 Computer monitors should always be turned off at the end of the day as they use a large
amount of energy.

ENERGY SAVING FLUORESCENT TUBE ENERGY SAVING LIGHT BULBS
LIGHTS
The purpose of leaving equipment ready for the next user.
Whenever you finish using office equipment it is important that you leave the work area exactly
as you found it. This means:
 Not leaving any mess around
 Not leaving the work area in such a way that someone else has to clear up after you before
they can begin using the equipment
 Taking care to tidy away after you is a necessary part of working with others and sharing
the equipment
 If everyone simply left their work lying around, it would not be long before the whole office
was totally unusable
 Remember when you work alongside others in an office environment and share equipment
you need to show
 Care
 Attention
 Respect for others
 A neat and tidy approach.
Conservation of the environment
A vital part of office procedures is to try to conserve as many natural resources as possible to
help preserve our environment. Some ways in which you could help are as follows:
 Switch off light and power when it is not required.
 Recycle paper in the following ways:
o Reuse envelopes wherever possible
o Use internal envelopes, which can be readdressed up to forty times
o Place any used or damaged paper in recycling bins
o Reuse manila folders from dead files in the filing system
o Cut paper from dead files into squares and use these for taking notes.
 Take your own cup to work in order to avoid using plastic or polystyrene cups, which are
not biodegradable.
Biodegradable waste products naturally decompose and do not cause an environmental

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

ACTIVITY 1 – SHORT ANSWERS
Using the picture given below identify as many office equipment you can see.
Identify the following office equipment.
a) ___________________________________________________________________
b) ___________________________________________________________________
c) ___________________________________________________________________
d) ___________________________________________________________________
e) ___________________________________________________________________
f) ___________________________________________________________________
g) ___________________________________________________________________

ACTIVITY 2 – FILL IN THE BLANKS
2. Write the names and features of the following six office equipment. Discuss your answer
with your supervisor.
2. 3.
1.
Features: Features: Features:
Function: Function: Function:
4. 5.
6.
Features: Features: Features:
Function: Function: Function:

ACTIVITY 3 – CASE STUDY
Book binding machines are a great way
to bind presentations, booklets, reports
and more.
Your Source For Discount Office Machines And Binding machines vary in design from
Supplies. comb, wire and coil binding to thermal,
perfect and tape binding machines. We
Visit Heavenly Wood For Your Church Furniture have the right office machine for you.
Needs.
We strive to be the source for all of
your office equipment needs. We also
carry audio/visual carts, money
Book binding Machine and Office Supplies handling equipment and mail tabbing
equipment. If there is something your
organization needs that you can’t find
on our site, don’t hesitate to call and
ask if we can find it for you.
Heavenly Office has the right office

machine for you!
Book Binding Machines, Book Binding Supplies, Book
Binding Covers, Booklet Makers, Padding Equipment,
Staplers/Switchers.
Miscellaneous Office Machines
Audio/Visual Carts, Collators, Display Racks, Money Handling, Presentation Equipment, Mail
Tabbing Machines, Paper Handling.
1. What is the name of the office equipment company?
2. What kind of product is offered to customers?
3. List some office equipment that is offered by the company.
4. What products are offered in the book binding machines and office supplies?
5. What products are offered in the miscellaneous machines?
6. What are the binding machines used for?
7. Which is the most suitable way to contact the supplier?

CHAPTER 2
SPREADSHEET
By the end of this unit the students should be able to:

 display the sums of the selected cells
 Produce simple graphs and charts
Introduction
A spreadsheet is an application that is used to organize and handle numbers.
Features of a spreadsheet
 A spreadsheet is divided into columns and rows which enable data to be organized in a systematic
manner.
 The columns and rows create cells that are used to store data.
 Each cell has a cell address or cell reference.
Functions of a spreadsheet
A spreadsheet can be used for:
 list, sort and filter data
 make calculation with functions
 link data from one sheet of file to another

Ways that a spread sheet can help students:
 A spreadsheet is a quick way of completing calculation.

 A spreadsheet is accurate. You enter correct details you get right answers.
 A spreadsheet is neat and tidy. It is a good way of presenting your work.
 A spreadsheet can be checked and corrected.
Spreadsheet Structure
The spreadsheet working area is a grid of rows and columns.

The rows are numbered and columns have letters.
Each box in the grid is named after the column and row in which it is found.
The boxes are called cell.
The name of the cell is known as the cell reference or cell address. E.g. B4, A12

Spreadsheet window has all the typical windows features, including a menu bar, tool bar and working
area.
Tool bar
 contains icons used to perform certain functions, example: open, save, print.
Resizing and closing buttons These buttons are found at the top right hand corner.
Upper Buttons: They are used to close or resize the entire software.
Lower Buttons: They are used to close.
Steps for Entering Labels and Values:
 Select the cell with a pointer.

 Type labels or values in the cells, this will appear on the formula bar.
 Click the tick button when you complete all the entries.
 Press delete key to clear mistakes
Labels and Values

Labels are the words to tell you what the numbers are. Example: Boy, girls, form, birds etc.

A label includes:
 a title for the whole spreadsheet

 headings for each column of values
 headings or each row of values
Values are the numbers that you enter into the spread sheet. e.g. 120, 130 and 404.
Calculations
Formulas tell the computer to work out the answer to a calculation. This means that you enter the
figures you want the computer to calculate and it will show the answer.
If you make a mistake you can change what you have entered in any cell in the spreadsheet.
Select a cell. The contents are displayed just as they were when you typed them. You can:
Edit the contents in the Formula Bar
Type the contents again from scratch Name Box Formula Bar
Press the Delete key to clear the cell
Label the results

This label tells you what the Formula
will show.
The formula will go in here

Starting a formula
Select the first value

Select the cell where you want the formula to be.
Type an equal sign
ALL FORMULAS START WITH AN EQUAL SIGN.
Steps for starting a formula:
Step 1
Select the cell where you want the formula to be.
Type an equal sign. (All formula start with an equal sign)
Step 2
Select the cell in which the value you want to enter is located.
Step 3
Enter an operator. (Operators: These are signs like plus, minus etc.
The four main operators:
plus sign + ; minus - ; multiply * (asterisk) and divide / .
Step 4
Select the second value
To enter a value into a formula you simply click on the cell containing the value.
Remember the calculation in the example is:

The height at the end of the experiment minus the height at the start of the experiment.
So the first value you need is:
The height at the end of the experiment.
This is stored in cell B6
Click on B6 and the spreadsheet looks like this

Select the second value
Remember the calculation was:

The height at the end of the experiment minus the height at the start of the experiment.
So the second value is:
The height at the start of the experiment.
This is stored in cell B5
Click on cell B5 and the formula looks like this
Click on the tick button to enter the completed formula
Operator, please
Next you will need to enter an operator. Operators are signs like plus and minus which you use in
formulas.
Here are the four main operators:
Action Operator Symbol

Add plus sign +
Subtract minus sign −
Multiply asterisk *
Divide forward slash /
The operator the pupil needs to use in this case is the minus sign, or dash.
The result
After you click the tick button you will see the result of the formula. Here is what the spreadsheet
would look like with both formulas entered:
It seems that white light produces greater plant growth than green light.
What you have to do:

Complete the spreadsheet you started on the previous page by entering the formulas needed to do the
calculations.
More calculations
For example: calculating money, dealing with columns of figures, working out percentages.

Currency:
Currency means money. To enter money value, type a dollar sign at the start of a number. E.g. $5.00
More than two cell reference
You can select two or more cells and refer them to a formula.
Example: A student works out how much money he had. He sets up a spreadsheet like this:
how much money he had to start with; how much money he earned; how much money he spent
This spreadsheet accepts currency values

He added a formula to work out how much money he had. The formula worked like this:
Money he started with plus money he earned minus money he spent.
Here is the spreadsheet after he entered the formula:
The formula B3 + B4 – B5 performs this calculation.
SUMS
It means adding together a set of number.
The mathematical symbol is ∑
PERCENTAGES
You often see ‘special offers’ in the shops. If you buy a pack you get a certain percent extra free. To
work out how much extra you get, multiply the normal pack size (Cell B3) by the percentage extra (cell
B4). Here is the result.
To add up the total (SUM) of all types of traffic:

Select the cell where the answer goes (B9)
Click on the SUM button ∑
Make sure that the dotted lines enclose the cells you want to add together (click and drag if they don’t)
and click on the tick button.

In modern spreadsheet packages, percentage values can be entered
Enter a number followed by the percentage sign
For example: 50%; 17.5%
Older packages may not be able to complete the calculation if you use a percentage sign. In this case
you will need to use a decimal instead. For example:
50% = 0.5
5% = 0.05
17.5% = 0.175
In mathematical language sum doesn’t mean just any calculation. It means adding together a set of
numbers.
The mathematical symbol for sum is ∑.

There is a tool bar button with this symbol. You can use it to quickly add up a column or row of
numbers.
What you have to do

Copy the examples given on this page into a spreadsheet package.
Create a spreadsheet to keep account of how you spend your pocket money each week. Calculate how
much you spend and how much is left over. How can you extend the spreadsheet for further weeks?
Save and print out your spreadsheets. Keep your work in your OT folder.
Some pupils were monitoring traffic on the busy road in front of their school. Here are the numbers they
counted during their lunch hour.

To add up the total (SUM) of all types of traffic:
Select the cell where the answer goes (B9)
Click on the SUM button
Make sure that the dotted line encloses the cells you want to add together (click and drag, if done, click
on the tick)
Formatting spreadsheet
Contents of a spreadsheet can be formatted just like in a word processed document.
Firstly you need to select the cells or whole work sheet then add text colour, size and style.
Fit to a cell
If a label is too long for a cell you can extend the cell.
Selecting a block of cells
To format cells you have to select them. To select cells, simply drag the mouse pointer across the cells.

They will be highlighted.
To select a whole column click on the column letter
Click here to select the entire spreadsheet
To select a whole row click on the row

number
Text colour, size and style

The spreadsheet tool bar gives you formatting
tools, just like the ones you used to format a
word processed document.
Text and background colour
This label has been cut off
This means a label is too big to show
If either of these problems happen, increase the width of the column. To increase the column width:
Move the pointer to the line between two columns in the header row.
It will turn to this symbol:
Drag this symbol so that the line between the columns is dragged along.
This increases the column width.
Currency and percentage

If you have values as ordinary numbers, you can change them to currency (dollars) or percentages.
Simply select the cells and then click on these buttons on the tool bar.
Remember that percentages are equivalent to decimal numbers. So 50% is the same as 0.5.

Currency Percentage
SPREADSHEET CAN BE USED TO ASK QUESTIONS
Whenever you enter new values to a spread sheet, they automatically make changes to the values that
have already been entered and give you new results, according to what you expect.
What values?
For example, at Mata Road School, the pupils counted traffic and stored the results in a spreadsheet.
They kept on counting traffic every day for a week, and made a larger spreadsheet which showed all
these results.
One pupil wanted to make a graph showing how the total amount of traffic changed from day to day.
He selected these cells.
One pupil wanted to make a graph showing how the total amount of traffic changed from day to day.
He selected these cells.
Copy and paste

You can copy and paste part of the spread sheet or spreadsheet graph.
Converting data entered into a spreadsheet into graphs:

Choose the values you wish to change into graphs by selecting
What type of graph?

It is important to pick the right type of graph.
If you want to show how a value changes over time, then use a line graph.

To Convert Data to Line Graph
Step 1 Highlight ‘Days’ eg Mon, Tues, Wed, Thurs and Fri

Step 2 Press ‘Control ‘(ctrl) key and hold
Step 3 Select ‘Days Total’ eg 177, 164, 205, 179 and 141
Step 4 Click ‘Insert’ on the toolbar
Step 5 Click ‘Line’
Step 6 Select ‘Stacked line with markers’
For Legend on the right hand side
Step 1 Right click on the ‘Series 1’ on the right hand side

Step 2 Click on ‘Select Data”
Step 3 Click ‘Edit’
Step 4 Type ‘TOTAL TRAFFIC’
Step 5 Click ‘OK’
If you want to show how a total is divided up into parts, use a pie chart.
To Convert Data to 3-D Pie
Step 1 Highlight all traffic eg ‘Private Cars, Buses, Trucks and Vans, Taxis and Motorbikes’
Step 2 Press ‘Control ‘ (ctrl) key and hold
Step 3 Select ‘Total’ eg 489, 54, 155, 5 and 163
Step 5 Click ‘Pie’
Step 6 Select ‘3-D Pie’
For Legend on the right hand side
Step 1 Right click on the ‘Private Cars …etc’ on the right hand side
Step 2 Click on ‘Format Legend”
Step 3 Click ‘Top’

If you want to compare different values with each other, then use a histogram (sometimes called a
bar chart
To Convert Data to 3-D Column
Step 1 Highlight all traffic eg ‘Private Cars, Buses, Trucks and Vans, Taxis and Motorbikes’
Step 2 Press ‘Control ‘ (ctrl) key and hold
Step 3 Select ‘Total’ eg 489, 54, 155, 5 and 163
Step 5 Click ‘Column’
Step 6 Select ‘3-D Column’
Pick a graph
The graph wizard works differently in different spreadsheet packages. Don’t worry if yours doesn’t work
exactly like this. Here is the first screen of a typical graph wizard.
Pick the type of graph you want
More choices

To help you make graphs, modern spreadsheets have a tool called the Change Chart Type.
Click on this icon on the tool bar.
Change Chart Type
For ‘legend’ allows you to check whether you are using the right data and switch the axes of the graph.
You can add more information to your graph, such as titles and labels.
Click on this tab to add in more information
Type the title of the graph here
After you have worked through this unit you should be able to:
 Enter numbers and words into a spreadsheet
 Make the computer work out the answers to sums
 Improve your work with layout and colour
 Make graphs and charts from the numbers in a spreadsheet.

ACTIVITY 1 - MATCHING
Match the description in List A with the description in List B.
List A List B
1. Spreadsheet A. these are the boxes in which you will enter the values
2. Values B. adding together a set of numbers
3. Labels C. the name of a cell eg. B4
4. Formulas D. the sum that tells the computer how to work
out a calculation
5. Cells E. ∑
6. Cell Reference F. it is a program that help with a series of calculations

the need to be repeated often
7. Delete Key G. these are signs like plus and minus which are used in
formulas
8. Spreadsheet Pointer H. these are words you enter to explain the values
9. Sum I. this key is used to clear a cell
10. Sum Symbol J. the numbers that you know already and you enter
Them
11. Operators K. it looks like a white cross
Create a spreadsheet graph

First select cells by dragging mouse pointer over the cells.
Graph Wizard:
Spreadsheets have a tool called Graph Wizard. Choose the Graph Wizard icon to give you the graphs.
Then choose the graph you need

ACTIVITY 2 - TRUE OR FALSE
Write ‘T’ if you think the statement in true and ‘F’ if you think the statement is false.
1. The spreadsheet program is an example of system software.

2. Values are numbers that the user knows already and he shall enter them in the computer.
3. The words you enter to explain the values are known as labels.
4. The formulas are the sum you enter in the spreadsheet and how it tells the computer what
calculations to do.
5. The resizing and close buttons can also be used in a spreadsheet.
6. What is the working area of a spreadsheet made up of rows and columns?
7. The rows are down the page.
8. The columns have letters eg. A, B, C etc.
9. The boxes are called cells.
10. A3 is an example of cell reference.
ACTIVITY 3 - SHORT ANSWERS
1. Will you be able to format a spreadsheet? State two ways of formatting the contents of
Spreadsheet.
2. Before formatting a cell, what is the first action you should do?
3. When labels are too big to fit into cell what happens to the labels?
4. Are there possibilities that numbers that are too big to fit into the next cell that has something
In?
5. What can you do if you want to fit the number that is too big to fit into the cell you want?
6. Explain what you will do.

ACTIVITY 4 : Data Entry
11. Create the spreadsheet below by entering text and numbers into each cell.
2. Proof read the text and data to check you have entered it correctly.
3. Select Save As from the File menu, access your storage disk or folder, enter the name Hit list,
click on Save or OK. (We will use this later for another exercise.)
4. Close the file.
SPREADSHEET PRACTICAL EXERCISE 3
Simple calculations – multiplication and addition

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

CHAPTER 3
ELECTRONIC MAILS
By the end of this topic students should be able to:
 create an e-mail account
 compose and send email with attached files.
Introduction
History of the World Wide Web: The World Wide Web (WWW or “the Web”) is a part of the
Internet. The Internet is a global system that makes it possible for computers worldwide to share
information via a variety of languages called protocols. The Internet also includes e-mail, Usenet
newsgroups, instant messaging.
Getting to the Internet: Browsers

A browser is a software application used to locate and display web pages. The three most popular
browsers are Microsoft Internet Explorer, Firefox, and Google Chrome.
Microsoft Explorer Firefox Google Chrome
The Internet: URLs

Every document on the web has an address which is called the URL (Uniform Resource Locator). The URL
to locate GOOGLE is http://www.google.com
http:// and https:// hypertext transfer protocol identifies the document as a web page. It is the
standard used to connect, communicate and tranA URL may have additional components that identify
special features of the page such as html (hypertext markup language)
Opening Microsoft Internet Explorer

Programs Internet Explorer
Or double-click on the shortcut icon on the desktop or pinned to the taskbar.

Search Engines: A program that searches the World Wide Web for information on a term, keyword, or
phrase and provides a list of possible websites. The term is often used to specifically describe systems
like Google, Bing, and Yahoo that enable users to search for documents on the World Wide Web.
Internet Explorer Toolbars
File Menu – contains actions such as page setup, print preview, print and properties.
Edit menu: contains actions such as copy, paste, select all
View menu: contains actions such as changing available toolbars, size of text on screen, refreshing the
current page.
Tools menu: contains popup blocker, phishing filter, internet options, etc.
Help menu: contains options for getting help with the program.
(Notice that for many actions there is a keyboard shortcut using the Control key and a letter key. For
example, open file Ctrl-O and close file Ctrl-W)
Icon Shortcuts
Home: returns you to the page that you see when you first open your browser.
Favorites (or Bookmarks) menu: creates a type of “shortcut” to a favorite website.
Tool: includes internet options, print, safety, and About Internet Explorer.

Getting to Know the Toolbars
From the View menu: you can select or deselect different toolbars to appear on your browser. Various
search engine toolbars can also be downloaded.
The address bar contains the website’s URL. The symbols at the end of the address bar allow you to
Search, Select address field, Refresh, or Stop loading a page.
Visiting a Web Page

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

What is e-mail
E-MAIL is an electronic way to send and retrieve personal and/or business related messages including
text and pictures. No postage stamps are required.
How does e-mail work?
Think of e-mail like the postal service. To receive email, you must have an account on the mail server.
This is similar to your mailing address, where you receive letters. We will be using the Gmail server.
Your email message is sent from your computer to a server where the computer looks at the address
and directs the message on the server associated with the recipient’s email account.
Once your email arrives at its destination mail server, the message is stored in an electronic mailbox,
until the recipient retrieves it.
You can still receive email while your computer is turned off. The mail server collects and stores your
incoming email until the next time you access your email by opening your mailbox and downloading
your messages.
 With e-mail you can write a letter to anywhere in the world, and have it delivered in a few minutes.
 You can send any computer file, with pictures, essays or spreadsheet.
 It is easy to reply soon after you receive an e-mail or forward the same e-mail to another person.
Writing e-mails
 Less formal
 Use little pictures which are made up of punctuation marks on the computer keyboard. They are
called smileys or emoticons.
Eg. :-) I am happy/joking :-( I am sad/apologizing :-0 I am surprised
 Use abbreviations: BTW By The Way, IMHO In My Humble Opinion
Jargons in e-mail
They represent bad behavior on the internet.
Spamming: sending junk e-mails/irrelevant or inappropriate messages on the Internet to a large
number of recipients.
Spimming, Spim: sending adverts over an instant messaging system.
Flaming: sending insulting e-mails
Trolling: being annoying on purpose to provoke a response from the reader –
just ignore it.
Understanding Email Addresses

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

Getting a Gmail Account
We choose to teach you how to use Gmail because it is free and rich in features.
It has a clean, easy to use interface, and integrates with other applications. Gmail is provided by Google
at no cost to users primarily because Google includes relatively small and non--‐intrusive
advertisements.
How to sign up for Google email
1. Begin at the Gmail home page: www.gmail.com
2. On the top right corner of the screen where it says “New to Gmail?” click on the red “Create an
account” button.
3. Begin by typing in your personal information. This information will only be shared with Google, A
reputable company that promises to keep your personal information safe and secure. Type in your
First Name and Last Name in their respective boxes.
4. Type in your preferred username – which will be your unique email address.
Some addresses have already be taken, so click on the Check Availability button to determine if the
email address that you have entered is available. If you get an error message, simply enter an
alternative email address and continue to try different email addresses until you choose on that
you like and see that it is available by clicking on the “Check Availability” button.
5. Type in a password and write it down in a safe place. This password must have
At least 8 letters or numbers in it.
6. Retype your password in the next box and Google will double check it for accuracy
7. If you are on your home computer and you are the only one that uses the computer, you can
choose to have your computer automatically you go into GMail.

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

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

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

Composing and Sending an Email Message
1. To create a new email click the red “Compose Mail”

2. Type the recipient’s email address in the “To:” box.
3. Type the subject of the message in the “Subject:” box. Keeps the subject to a word or phrase
summarizing the content of your message.
4. Use your mouse and click inside the message box
5. Type the body of your message.
6. When you are finished typing your message and are ready to send it,
7. Click “send” button.
Reading an Email Message
To read an email, click on the subject of the email. Note: Unread messages in your Inbox will be bolded.
You can also tell how many unread emails that you have next to the word “Inbox.”
Replying to a Message
1. Open the message that you are replying to.

2. Click the “Reply” button, which looks like an arrow pointing to the left.
The program will present you with a message already addressed to the sender.
The subject line will state “Re:” and then the old message’s subject. You will probably not change the
subject line so the receiver knows that you
Note the difference between “Reply” and “Reply All.”
Clicking the “Reply” button will send your reply only to the original sender of
the message. Clicking the “Reply All” button will send your reply to everyone
Who received the original message.
Forwarding a Message
1.Open the message you wish to forward to another person.

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

Attachments
 Click on the icon to attach any computer file to an e-mail.

 You will see a window like this.
Use the window to find and select the file you wish to attach. Then send the e-mail in the normal way.
The file will be sent along with it.
Opening an attached file
 If you receive an e-mail with attachment, double-click on the file icon to open it up and look at it.

ACTIVITY 1 – Multiple Choice
1. What does the abbreviation WWW stands for?

A World Wide Wed
B Wide World Web
C World Web Wed
D World Wide Web
2. Another name for Web address is known as

A RUL
B LRU
C URL
D ULR
3. Gmail has lots of space, less spam and

A spimming
B mobile access
C emoticons
D smileys
4. Unread messages in your inbox will be

A unbold
B bolded
C italics
D underscored
5. What should be typed in the Address box of the browser, if you want to log
on to Gmail?
A www.gmail.com
B www.google.com
C www.yahoo.com
D www.email.com
ACTIVITY 2 – Short Answers
1. What is an internet?
2. Name the three most popular browsers.
3. What is an email?
4. How do you open an attached file?
5. Give two examples of abbreviations used in writing emails.

ACTIVITY 3 - Matching
Match the terms in List A with the description in List B.
List A List B
1. Spamming A. use little pictures which are made up

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

CHAPTER 4
INTEGRATING TEXT AND GRAPHIC IN WORD
 key in text and graphics
Introduction
Word processing is an application program that allows you to create letters, reports,
newsletters, tables, form letters, brochures, and Web pages. Using this application program you
can add graphics, tables, and charts to your documents. You can also check spelling and
grammar.
 A paragraph refers to having breaks (blank lines) between texts. This is achieved by pressing
the Enter key. It can be possible through use of the Tab key to place an indent at the
beginning of the first line.
 The Tab key works by lining up text with invisible tab stops. Pressing the Tab key is the
putting in a group of blank spaces. Use a tab key to line up a list of names or numbers to
make it easier to read.
Press the Show/Hide icon to show special text marks where line breaks and tabs have been a
Text can be justified (having two straight margins), Right aligned (text pushed to the right), Left
Aligned (have a neat left margin but not lined on the right)or Centered(all texts are put in the
middle).
Margins are marked on the ruler which appears at the top of the working area. (Slide the
markers on the ruler to change the indentation and margins).
Integration of Text and Graphics
Integrated Software: It is an all-in-one application program
It is a single program that provides the functionality of a word processor, graphic (paint
program) and many more single application programs.
Such software allows the user to use the same toolbar and switch between programs.

Swapping Between Packages
After opening several packages you can swap between them.
Steps: 1 Click on the window you want to use next.(E.g. click on MS Words)
2 The Window of Words will move to the front.
3 Work on MS Words now.
4 Minimize MS Words (click minimize button)
5 MS Words is now on the Task Bar
6 Click Graphics (Paint Program)
7 Work on Graphics (it’s on the screen now)
8 Highlight text or picture that you want to move to MS Words
9 Right click-click copy
10 Minimize graphics (goes on the Task Bar)
11 Choose MS Words-now it’s on the screen
12 Place cursor on destination for which text/picture from graphics will
be placed
13 Right click mouse-click paste
Graphics
What are graphics?
Graphics can add interest and impact to your Word documents. Lines, shapes, colours,
text and patterns are called graphics. Example:
An illustration in a book The name of a company made

into a logo or symbols
The pattern on a piece of fabric An electrical writing diagrams

A sketch you draw to show someone where your house is. A cartoon in a newspaper.
There are two main reasons to use graphics in your work
 To give information
 To make an impression
How graphics work
Graphics convey information by:
 Using common conventions understood by the audience
 Using realistic pictures
 Leaving out unnecessary details
Graphics produce an impression by
 Use of colors
 Use pictures with emotional contents
 Distorting or altering pictures.
Inserting pictures into the document

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

 Click Insert menu, click picture and then click Clip Art. You will get screen as shown below:
 Select the picture and then click Insert button. The selected picture will be inserted at the cursor
position.
After you insert a graphic, you can use wrapping styles to modify the layout of the text in relation to the
graphic.

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

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

square bounding the graphic. The graphic moves as
you add or delete text.
The Tight style wraps the text around the graphic in

an irregular shape bounding the actual image. The
graphic moves as you add or delete text.
The Behind text style has no border around the

graphic. The graphic floats on its own layer behind the
text.
The In front of text style has no border around the

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

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

2. On the Format menu, click Picture.
3. In the Format Picture dialog box, click the Layout tab.
4. Click a wrapping style, and then click OK.
Note You can also use the Horizontal alignment option buttons to position your graphic
quickly, or you can drag the graphic to where you want it.
To resize your image, grab one of the corners of the image by left-clicking and holding—drag it
to your desired size and fine-tune the placement.
The cursor will change from a typing icon to a double-arrow when it can be used to resize an
image. Drag the corner toward the upper-left corner of the screen, and the image will grow.
Drag toward the bottom-right, and it will shrink.
You can move the image to another place in the document by left-clicking and holding on the
center of it; drag it to its desired location.
More options, such as aligning the image with text (or special effects like wrapping text around
or through an image) can be found by clicking on the picture, and then choosing the Picture
Tools Tab.
You can also insert a photograph or other images from your files using this same process. On
the Insert Tab, click on Picture and locate the files that you want to
Include.
Inserting WordArt
 Click Insert menu, click picture and then click WordArt. You will get a screen as shown
below:

 Select a WordArt Style format and then click OK button to get
the below screen.
 Here enter your own text ( for example type Welcome)and then
 click OK button.
Opening the graphic package
1. Click on the Start button in the bottom left corner of the screen. You will see the start
menu.
2. Pick the All Programs option.
3. You will see a list of all programs available for you to use. Some are arranged into folders.
The list is in alphabetical order. Find the Accessories folder. Click on it to open it up.
4. A final menu opens up. This shows you the content of the Accessories folder. Paint is
halfway down this list. Click on the icon or word for paint and the package will open up
Using the tools
 Find the tool bar on the screen. The icons on this bar stand for the different things you can
do
 Experiment by clicking on the difference tools and drawing in the working area of the
screen

Use the mouse to:
 Move the pointer across the screen
 Click on icons
 Drag lines across the screen
Choosing the style of our graphic
What type of brush?

 Click on the brush tool. You should be able to pick the shape
and size of the brush you will use
 Practice with different brush shapes. See what type of line they draw.
Line Styles
 Select the line tool. You should be able to pick the width of the line you draw.
 Some packages let you put arrowheads on the lines, or draw dotted lines.
Filled shapes

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

Most graphics packages allow you to select two colors. The foreground color is used for all
lines and outlines that make up the drawing. The background color is used when you draw a
filled shape.
Look at the mouse. You should find that it has two buttons. Some have three. You usually
use the left-hand button.
 Click on the colour palette with the left button to pick the foreground colour
 Click with the right button to pick the background colour
Undo
Most software packages include the Undo command. This is a very useful feature. It allows you
to reverse the effect of the most recently change you made.
Adding texts to graphics
Most graphics need words as well as images. Letters and numbers can be added using the
keyboard.

Text can be used for:
 Titles
 Headings
 Labels
 Instructions
 Design elements
You can also add information such as your name and the date. You will find it easy to add text
to a graphic. Learn how to alter the size and style of the text.
The size and style of text is called the font. Learn how to make changes to the font. This will
improve the appearance of the text you add to your graphics.
The text tool

 Find the Text tool
 Create a box on the screen
 After you have drawn the textbox, type letters and other characters. They will appear in the
text box.
Making Changes
 Check your typing carefully. While the text box is open you can:
1. Type new text
2. Delete any mistake
3. Change the size of the text box
As soon as you click anywhere else on the screen the text box disappears. The text remains on
the screen but you can’t make any more changes. If the text is wrong, use the Eraser tool rub it
out and start again.
Changing the size of the text box

The larger dots on the text box are called re-sizing handles.
 Drag these handles to change the size and shape of the text box.
Choosing fonts
The font means the size and style of the letters. Here are some examples of font shown in
different sizes:
Berlin Sans FB 12 point

Script MT Bold 14 point
Cooper Black 16 point
Point is a measure of size. Most books and magazines use 10, 11 or 12 point letters for the
text. Headings are usually between 14 and 20 point.

The list of font names and sizes is stored in a drop down menu.
In some packages you won’t see the font tool bar. In Microsoft Paint you have to click inside
the text box with the right mouse button to open this tool bar.
 To open the drop down menu, click on the little arrowhead.
Then pick the font you want from the list.
Select part of the graphic
Once you have selected part of the image you can:

 Delete it
 Move it to another part of the drawing
 Make copies of it
 Change its size or shape
 Flip or rotate it
There are two types of graphics package. One is called bitmap and the other is called vector.
These two types of package work in different ways. For, example, the way you make selection
is different.
Bitmap package
In a bitmap package the computer stores the position and colour of all the dots that make up
the image. When you select part of a bitmap image, you select all the dots inside an area of the
screen.
 Use the selection tool to draw a line around the area that you want to select
 Draw a line round an area with the irregular shape tool or
 Drag with the regular shape tool to select a rectangle of screen
Vector package
In a vector package the computer stores all the lines and shapes that make up the image.
When you select part of a vector image you select a complete line or shape.
Click on the shape you want to select with the mouse pointer.
Deleting a selected item

When you have selected an area of the screen (bitmap packages) or a shape (vector packages)
you can delete it.
Press the Delete key on your keyboard to remove the item you have selected

Activity 1 Multiple Choice
1. What are Graphics?

A Lines and shapes
B Lines and colours
C Lines , shapes, text and colours
D Lines, shapes, colours, text and patterns→
2. Point is a measure of
A size
B style
C shape
D graphics
3. Identify two types of graphics?

A Lines and shape
B Bitmap and vector
C Bitmap and wrapping
D Vector and wrapping
4. Most books and magazines use font size

A 10, 11 or 12
B 13, 14 or 15
C 16, 17 or 18
D 10, 12 or 14
5. The correct way to open graphic package is to click on

A Start→Accessories→All Programs→Paint
B Start→Paint→Accessories→All Programs
C Start→All Programs→Accessories→Word
D Start→All Programs→Accessories→Paint
Activity 2 Short Answers
1. What is word Processing?

2. Give examples of Graphics.
3. There are two main reasons to use graphics in your work.
What are they?
4. Identify five wrapping styles that are used to create documents?
5. What is the difference between line styles and filled shapes?

Activity 3 Matching
Match the terms in List A with the description in List B.
List A List B
1. Bitmap A All line and outlines that make up the

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

CHAPTER 5
BUSINESS ENVIRONMENT
Introduction
A business firm is an economic unit which is engaged in the production or distribution, or both
the production and distribution of goods and services for the purpose of earning profits.
What is business environment?
Business Environment is relationship between a business action and its environment.

Environment is a surrounding of a business by which business influence directly or indirectly.
Where the polical, economic, social and technological factors shopping a business environment
are assessed by a business so as to devise future strategy.
INTERNAL AND EXTERNAL BUSINESS ENVIRONMENT
Introduction to business environment
Business environment consists of all those factors that have bearing on the business. The term
business environment implies those external forces, factors and institution that are beyond the
control of individual business organization and their management and affect the business
enterprise.
These forces are customer, creditors, competitors, government, socio-cultural organizations,

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

Features of business environment
Totality of external forces. Business environment is the sum of all things external to business
firms and, such as, is aggregative in nature...
Specific and general forces, Business environment includes both specific and general forces.
Specific forces affect enterprise in their day –to-day working .General have impact on all
enterprises and affect an individual firm only indirectly.
Dynamic nature ;Business environment is dynamic in that it keeps on changing whether in

terms of technological environment, shifts in consumer preferences or entry of new
competition in the market.
Uncertainty; Business environment is largely uncertain as it is very difficult to predict future

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

Types of environment
On the basis of the extend of intimacy with the firm, the environmental factors may be
classified into different types internal and external.
Internal Business Environment
Internal Business:
This includes the business itself – the organization that is in business operation. It comprises the owner,
structure, how it is run, its entities, its finance, its workers, its equipment, buildings, policies, procedures
etc. The internal environment is the environment that has a direct impact on the business. Here
there are some internal factors which are generally controllable because the company has
control over these factors. It can alter or modify such factors as its personnel, physical facilities,
and organization and fictional means, like marketing, to suit the environment.
The main function of a business is the purpose for which it is in business namely:
The manufacture of specific goods or the supply of specific services.
Structure of internal business (Organization Structure)
An organization is a planned arrangement of operations. To achieve the smooth flowing

operation of everyday tasks, preparation is required. All employees are doing what they are
qualified and trained to do in order to achieve their own goals and of the business.
A Value System
The value system of the founders and those at the helm of affairs has important bearing on the
choice of business, the mission and the objectives of the organization, business policies and
practices.
B Mission, Vision and Objective
Vision means the ability to think about the future with imagination and wisdom. Vision is an
important factor in achieving the objectives of the organization. The mission is the medium
through which objectives are archived.
C Management Structure and Nature
The structure of the organization also influences the business decisions. The organizational
structure like the composition board of directors influences the decision of business as they are
internal factors. The structure and style of organization may delay are decision making or some
other helps in making quick decision.

External Business Environment
It refers to the environment that has an indirect influence on the business. The factors are
uncontrollable by the business. There are two types of external environment:
Micro Environment
The micro environment is also known as the task environment and operating environment
because the micro environmental forces have is direct bearing on the operation of the firm.
Suppliers
An important force in the micro environment of a company is the suppliers, ie, those who
supply the inputs like raw materials and components to the company.
Customer
The major task of a business is to create and sustain customers. A business exists only because
of its customers. Marketing Intermediaries.
The marketing intermediaries include middleman such as agents and merchants that help the
company find customers or close sales with them.
Finances
The finances are also important factors of internal environment.
Public
Public can be said as any group that has an actual or potential interest in or on an organist ion
ability to achieve its interest. Public include media and citizens.
Macro Environment
Macro environment is also known as General environment and remote environment. Macro
factors are generally more uncontrollable than micro environment factors. When the macro
Specific and general forces, Business environment includes both specific and general forces.
Specific forces affect enterprise in their day –to-day working .General have impact on all
enterprises and affect an individual firm only indirectly.
Dynamic nature ;Business environment is dynamic in that it keeps on changing whether in

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

Uncertainty; Business environment is largely uncertain as it is very difficult to predict future
happenings, especially when environment changes are taking place too frequently as in the
case of information technology or fashion industries.
Suppliers
An important force in the micro environment of a company is the suppliers, ie, those who
supply the inputs like raw materials and components to the company.
Customer
The major task of a business is to create and sustain customers. A business exists only because
of its customers.
Marketing Intermediaries
The marketing intermediaries include middleman such as agents and merchants that help the
company find customers or close sales with them.
Finances
The finances are also important factors of internal environment.
Public
Public can be said as any group that has an actual or potential interest in or on an organist ion
ability to achieve its interest. Public include media and citizens.
Macro Environment
Macro environment is also known as General environment and remote environment. Macro
factors are generally more uncontrollable than macro environment factors. When the macro
factors become uncontrollable, the success of company depends upon its adaptability to the
environment.
Economic Environment
Economic environment refers to the aggregate of the nature of economic system of the
country, business cycles, the socio economic infrastructure etc.
Social Environment
The social dimensions or environment of a nation determines the value system of the
Sociological factors such as costs structure, customs and convention, mobility of labor etc. have
far reaching impact on the business.

Political Environment
The political environment of a country is influenced by the political organization such as

philosophy of political party’s ideology of government or party in power, nature and extent of
bureaucracy influence of primary groups etc.
Legal Environment
Legal environment includes flexibility and adaptability law and other legal rules governing the
business. It may include the exact rulings and decisions of the court.
Technical Environment
The business in a country is greatly influenced by the technological development. The

technology adopted by the industry determines the type and quality of goods and services to
be produced and the type and quality of plant and equipment to be used.
An Office
An office is an area of a business where people-using materials, tools and resources –perform
the administrative services required to support the main functions, objectives, plans, system
process and ultimately the goals of the business.
There are different types of offices today.
 The traditional office

 The electronic office
 The remote control office
 The electronic remote-control office
Traditional Office
This is just an area in a building where there is tables and chairs, a personal computer with
printer, and telephone system, a filing cabinet and most probably couch for visitors to sit while
waiting to be served. Traditional offices have paper-based filing system, which may include
filing cabinets, folders, shelves, microfiche system, and drawing cabinets, all of which require
maintenance, equipment, considerable space and are resource-intensive.

A traditional office
Electronic Office
With today’s electronic communication system, an office is not necessarily in one place. Many
people are working from home linked to their employer’s main office through computer
networks. This method of office may become more common in the future, with the increasing
administrative costs of the traditional office and with the development of innovative
information technology.
Remote control office

Lets users access another computer via dial-up networking (DUN), directs dial or network
connections (including the internet). After remote users connect, they can perform file
transfers, troubleshoot system, run remote applications and train another user, all but sitting in
front of the remote computer. Other features include voice chat, text chat and disk cloning.
There are additional remote- control features such as support for remote printer for redirection
multiple remote sessions data encryption color scaling to increase performance, and screen
blanking the host server for security reasons. Remote access used to be relatively slow but the
recent introduction of universal serial bus (USB) means that what use to take half an hour now
takes only about one minute.
The electronic remote-access office

All this means is that the traditional office of the present day is going to change to a more
electronically controlled and remote-access office. Already many businesses have information
stored on a computer system at the reception desk, for easy access to customers’ records
and/or stock control of products. You will need information technology training if you want to
obtain a position in this type of office.

ACTIVITY 1 - Multiple Choice
Circle the letter of the best answer you choose. Do NOT circle any TWO letters in any one
question.
1 Which of the following best defines the term ‘office’?

A an area in a building
B an area in a business where people use materials, tools and other resources to
perform the administrative tasks for a business
C an area used for business transactions
D anywhere as long as one has a lap top and a printer for business purposes.
2 The term ‘Business Environment’ simply means:
A exchanging of goods and services

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

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

A These are other business environment or areas operated outside your business
B These are other business environment not located with your business.
C These are the businesses who take interest in your business.
D These are the environment that has a direct impact on your business.
5 Which of the following is an example of Micro Business environment?

A customers
B employers
C employees
D government

ACTIVITY 2
PARAGRAPH WRITING
1 Compare and contrast Internal business environment and external business environment
2 Describe the different components of internal and external business environment.
ACTIVITY 3
Form groups, with 4 students in a group.
1. Find out 10 examples of external business environments in your town.

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

CHAPTER 6
RECEPTION AREA
By the end of this chapter the students should be able to:
 create a presentable and welcoming work area

 differentiate verbal and non-verbal communication
 identify the three types of hazards in an office.
Appreciate the Importance of the Reception Area
A modern reception area
Planning and Consideration
What are the essential elements in planning a reception area in an organization?
To a certain extent the area will be defined by
1. The amount of space allocated by the organization and

2. The duties that are to be performed by the receptionist.
We look at four elements which are important when planning a functional and attractive
reception area. They are:
 Accessibility
 Functionality
 Environment
 Security
These factors will ensure that the reception area is a welcoming place for clients and yet that it will also
be practical for you, the receptionist, enabling you to carry out your duties in an efficient and effective
manner.

Accessibility
First, when designing a reception area, ask yourself this question who to have access to the reception
area?
First step: make a list of those people who are to have access to the reception area
1. The receptionist
2. Clients, people off the street, visitors from other business.
3. Staff members: both those staff members who will be helping to operate the area and those who
will be using the receptionist skills during the day.
Second step: decide how much room is required for the receptionist.
 room to place the computer terminal, without it becoming intrusive between the receptionist and
clients
 room for cash transactions (if the receptionist receives cash)
 room for a telephone console (if the receptionist is also answering the telephone for the
organization)
 room for a chair and drawers in which people personal items as well as stationery
 Room for the receiving staff to come into the area while the receptionist is still at his/her station.
For clients coming into the building:

 enough room for two or three comfortable chairs in case clients have to wait
 room for a low coffee table or a magazine table
 room for wheelchair access
 Enough room left over for clients to come up to the receptionist to talk without being overheard by
other waiting clients.
Room is also required for courier parcels to be delivered.
Staff members coming to Reception:
If staff members are answering questions of giving information to clients, then they should go to the
front of the reception desk in the same way the clients do. If they are to relieve the receptionist, then
room should be allocated to all for more than one person behind the reception desk at any given time.
Functionality
The reception area must be planned to be functional. This means that it must be planned to be
functional. This means that it must be easy for you to carry out your duties in the reception area while
the area must also be accessible to clients (internal and external). For the reception area to be
functional, some necessary items should be included.
 A desk(which may be long desk, perhaps rounded or shaped to fit a given area). This is where
clients come to talk to you, so it must be at a height that is suitable for talking across without being
barrier.
 A chair or chairs (one for you and some for clients).
 A computer (monitors and screen).

 An alarm bell which can be reached easily by you.
 A cash drawer (if your duties include receiving cash for the organization requirements).
There should also be enough room for the receptionist to move freely. You should be able to get out of
your chair to talk to visitors and staff members, as well as being able to receive cash and parcels from
people coming into the organization. You may also be responsible for answering the telephone, taking
message and keeping the “ins and outs” board up to date. Therefore, the area will have to
accommodate all these function to enable you to move freely throughout the day.
An “ins and outs” board has its staff member`s name on it. When staff member leaves the building, a
marker is placed in the` out” section on the board. This system enables you to tell at a glance which staff
members are available to help clients.
The reception area

Environment
The most important question when planning the reception area is; what does it look like to the clients?
As well as being functional, the reception area must look inviting. This can be achieved in the following
ways.
 By having pot plants (some organization hire firms to look after their pot plants and replace them
as necessary).
 By having brochures neatly displayed on a stand in a place which is easy for clients to reach, but
does not hinder receptionist from caring out their duties.
 By using posters, pictures or items of craft which may be attached to the walls.
In fact, anything which blends into the décor of the building, without being “overdone”, can enhance the
environment. This also makes the reception area a pleasant place to work in as well as to visit.
Security
Security is a big issue for receptionist. The reception area is often shut off from the rest of the
organization and so some type of security system should be put in place. This may be:
 A television camera monitoring people coming into and going out of the building
 An alarm button which sets off an alarm throughout the building if pressed
 A cash drawer which is locked and to which only you have access
 A one-way window behind you, so that the rest of the staff can see who is at reception and what is
happening there, but the visitors cannot see into the offices.
Whatever security features is put in place, the emphasis must be on the safety of the reception area, as
well as on the inaccessibility of the cash drawer (if one is operated at reception).

Reception Facilities
When looking at reception facilities, certain decisions have to be made, based upon the space allocated
for the reception area. For example, we must decide
 What we need to make clients feel welcome (even if they have to wait for a staff member to attend
to their needs), and
 What facilities the receptionist needs to operate in an effective and efficient manner.
Verbal and Non-verbal communication in the workplace.
The communication process is dynamic and interactive. People place meaning and structure on the
variety of messages received from others. This interaction may be direct or indirect. Effective
communication occurs when the intended meaning of the sender and the perceived meaning of the
receiver are one and the same. The communication process takes place in various situations for
different reasons, with the potential for many interpretations. This has seven main elements:
1. Sender
2. Message
3. Receiver
4. Feedback
5. Channel
6. Context or setting
7. Noise or interference.
Verbal Communication. This comes in the form of words. It can be spoken words, between two or
more people, or written words in letters, memos and messages.
Non-verbal communication. This is a message sent by any means other than words or graphics.
 By facial expression
 Body movement
 Posture or dress
 Even the way you speak – implying something – on the telephone or in reception.
You have probably heard the expression ‘action speaks louder than words’. Very often language speaks
louder than words. Non-verbal communication can, in some instances, be just as important as verbal
communication.

Importance of OHS (occupational Health and Safety)
Work can be dangerous, but the employer and the worker himself have an important role to play in
maintaining occupational health and safety at any workplace. It is important to observe OHS in any
workplace for the main reasons to:
- Lead to lower cost

- Avoid injury or illness
- Improve productivity
- Higher moral in the workplace
- Better industrial relations.
HAZARDS - This is the potential to cause injury
RISK - The likelihood of injury or illness arising from exposure to any hazards – example cleaning fluid
are a potential hazard but may not be a risk unless they are incorrectly stored or handled.
TYPES OF HAZARDS
PHYSICAL CHEMICAL BEHAVIOURAL

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

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

PHYSICAL BEHAVIOURAL
PROCEDURES FOR ELECTRICAL HAZARDS

2 Excessive Noise
Remedial Action 1. Never let anyone who is not qualified
1 Noisy equipment to be located away electrician to repair electrical faults
from the main office 2. Carryout a regular check
2 Use sound absorption – acoustic ceiling, 3. Check for frayed power chords
tiles, acoustic screens, pot plants, 4. Always turn off the power
window blinds and curtains carpets, 5. never run too much equipment from one
bookshelves between work stations. power plug
3 Poor Lightening(Remedial Action) 6. Shut down electrical equipment when there
1. Increase number of lights is a thunderbolt.
2. Change the types of lights 7. Off
3. Change the fittings or housing
4. Change the coloring of the lights
5. Change the position of the desk
6. Use blinds to reduce external glare
Other Factors Affecting work Performance
Manual Handling (Remedial Action) Behavioral Factors:
 Taking prescribed or unprescribed drugs
1. Correct lighting technique – lifting  Excessive alcohol intake
of heavy objects to be done by  Drinking excessive amount of tea
more than enough number of  Staying late nights – make you feel tired
people  Disturbed patterns of sleep.
2. Use trolley to shift items.
3. Storage and shelving heavy objects
store them on the lower shelves.
Use ladders to get to top shelves
Other Physical Hazards
1. Poor conditions of workplace (wet

floor, hot temperature etc)
Remedial Action
Place a caution sign
2. Filing Cabinets – Open

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

ACTIVITY 1
Multiple choice
1 A reception area is an area where:

A where the receptionist sits
B the receptionist carry out her duties
C where the receptionist answers telephone calls
D visitors meets the Boss
2 The term ‘hazard’ is best defined as:

A anything that could cause harm in the work place
B any liquid that could cause harm
C any heavy metal that cannot be lifted
D anything that could stress in the work place
3 What is ‘verbal communication’?

A talking using sign language
B communicating without the use of words
C communicating with gestures
D communicating using words
4 What is non-verbal communication?

A communicating using words
B talking at the top of your voice
C communicating without the use of words
D communicating with a person face to face
5 There are three types of hazards in an office, which of the following is true?
A chemical, behavioral and mental

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

ACTIVITY 2 – FILL IN THE BLANKS
FILL IN THE BLANK SPACES IN THE TABLE BELOW. Write three examples of each hazard, their
causes and what is the remedial action.
PHYSICAL HAZARD CHEMICAL HAZARD BEHAVIOURAL HAZARD

1
ACTIVITY 3
ROLE PLAY
Enact a role play on how a Receptionist should receive visitors to the reception area.
Take note of the following:
 How she dresses
 How she present herself
 Verbal and non-verbal cues
 Correct posture

CHAPTER 7
INTERPERSONAL COMMUNICATION
 elaborate on the importance of interpersonal communication

 classify three barriers of communication.
Introduction
Communication simply means: the transmission from one person to another of a message, or
ideas or attitude or emotion, which is understood by the receiver as the sender intended.
Communication is governed by social situations. The theory of human communication

incorporates the effects of the communicator’s social situation, using the terms roles, rules and
status.
What is Interpersonal communication?
Interpersonal communication is the process of sending and receiving information or

communication with another person. This process happens in an environment using different
kinds of communication media.
Interpersonal communication is the sending and receiving of information between two or more
people. Interpersonal communication in the workplace also involves this interaction in varying
relational situations, such as between co-workers and between superior and subordinates.
Communication skills in groups or teams
The communication process is dynamic and interactive. People place meaning and structure on the
variety of messages received from others. This interaction may be direct or indirect.
Effective communication occurs when the intended meaning of the sender and the perceived meaning
of the receiver are one and the same.
The communication process takes place in various situations for different reasons, with the potential for
many interpretations. This has seven main elements:
1. Sender
2. Message
3. Receiver
4. Feedback
5. Channel

6. Context or setting
7. Noise or interference.
Process of Interpersonal Communication
Interpersonal communication is a process of exchange. The components of this process include

sender, message, channel, and receiver. Let's look at the process step by step.
1. A sender composes the message in his mind. In composing the message, he may take
into account such things as the reason for the message, such as to persuade or inform.
Encoding is the transferring of your mental thoughts for the message into words.
2. The next step is selection of the channel of communication. A channel is just a fancy
word for the manner in which the message is sent. Channels include speaking; writing;
video transmission; audio transmission; electronic transmission through an email, text,
or instant message; or even non-verbal communication through body language and
signals.
3. The next stage of the communication is when the receiver of the message processes the
information into understanding, called decoding. For example, you decode a written
message by interpreting the meanings of the symbols (letters and punctuation), including
their arrangement (sentence and paragraph structure), on a printed page.
4. An optional step in the process is feedback, which is a message sent from the receiver to
the sender in response to the original message.
Noise is a major concern in interpersonal communication. Noise is basically anything that can
interfere with the transmission and interpretation of the message from its sender to its
receiver. There are different types of noise. Physical noise is the type of which you are most
familiar; it is sound. Semantic noise occurs due to confusion caused by ambiguity in words and
sentence structure. Physiological noise occurs when a bodily function distracts you, such as a
headache or blurry vision due to tears.

Importance of Interpersonal communication
Interpersonal communication skills are an important factor in the role of Receptionist. These
skills include the way receptionist greet customers and staff members, the image they portray
of the organization and their overall communication skills such as being able to listen carefully,
talk with knowledge to a wide range of clients, and chat when the situation calls for it.
Interpersonal skills are used from the very smile and greeting, when finding out the needs of
the client, and when sending that client away feeling that he/she was important to that
organization.
Interpersonal Communication on face to face situation
If possible, greet the visitor with a smile, a smile is worth a thousand words. Be courteous – a
common greeting is “ good morning (or good afternoon/evening), how may I help you?” you
may also wish to make small talk (chatting about the weather) before embarking on “how may I
help you ”Keep your small talk short do not waste his or you time. If possible find out what the
callers needs are, first find out his/her name and remember it. The visitor may ask to see a
particular staff, attend to this immediately. If a client is expected to wait for a staff member,
show him/her where to wait. Let the client know if there is going to be a longer than normal
delay. Tell him/her why the delay is occurring.
Always make the clients feel welcome.
Clarity of Speech and Clarification
Communicating successfully depends on effective use of communication strategies and

behaviors. Words, facial and body movements, tone of voice, even clothing and situation, all
form an intricate symbol system that must be quickly translated by those who want to
communicate.
It has been said that there is no communication unless a mutual sharing of meaning takes place.
It has also been said that one cannot, NOT communicate. These two ideas seem to oppose one
another, but they are two sides of the same coin. A smile can have many meanings. And so can
silence.

Barriers to the communication process
A breakdown in speech communication is what happens when a barrier works
(Penny Byrne)
A great deal of unhappiness and inefficiency is caused by barriers that interfere with the
message. The more we are aware of the different barriers that hinder understanding, the
better communicators we can become. The detailed communication barriers that follow are by
no means all of them. The large number of them shows how easily communication can be
disrupted.
Physical barriers
Physical barriers often cause great difficulties and lead to confused messages. You could no
doubt add to the list: competing sounds, poor eyesight, tiredness, inadequate ventilation,
stress, poor health and other physical discomforts.
Emotions
Emotions often act as communication barriers. When we feel deeply, whether it be hate, fear,
love or anger we cannot communicate coherently. When a discussion gets out of hand
because of intense emotions, a cooling-off period is necessary. Highly emotional people cannot
calm down enough to work out a rational solution to a problem. This is why many industrial
disputes take a long time to resolve.
On the other hand, leaving all emotions out of discussion can also create a barrier. Lack of
feeling and ‘going by the book’ creates a clinical atmosphere.
Inattention
Inattention or lack of interest (with poor listening habits), accounts for much of the problem.
Competition for attention from all that is going on around us makes it extremely difficult to
concentrate solely on communication. People tend to become selective to avoid suffering from
information overload.

ACTIVITY 1 MULTIPLE CHOICE
1 What is interpersonal communication?

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

A this leads to confused messages
B when we feel deeply about a person whether its good or bad.
C lack of interest with poor listening habits
D communication barrier
3 Which of the following is an example of communication barrier?

A good listening skills
B ability to handle customers well
C correct telephone etiquette
D Inattention
4 What is ‘Noise’ in the communication process?

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

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

ACTIVITY 2
Paragraph Writing
Write a paragraph to answer the following questions.
1 Why is interpersonal communication skill an important factor to the receptionist role?

2 Describe what interpersonal communication on a face to face situation is.
3 Describe THREE barriers to the communication process.
ACTIVITY 3
MATCHING
Match the following terms with the given meaning listed A – J on the right.
1 Communication A it is noise
2 Feedback B one who sends the message
3 Barriers C transmission of a message from one person to another
4 Receiver D non-verbal communication
5 Channel E a message response send from the receiver back to the sender
6 Emotion F a breakdown in speech communication
7 Decoding G one whom the message was intended
8 tone of voice H the method in which the message is sent
9 sender I a communication barrier
10 interference J the processing of a message into readable form

Glossary
Accessibility able to reached or used
Administrative manage the affairs of a business or organization
Barriers something that stops people from making a progress
Behavioral- the way in which someone or something behaves
Business Communication-commercial activity-language used in the

business
Interaction verbally or non-verbally
Business Environment one surrounding where a business is run
Chemical substance which has been artificially purified
Communication means of sending a message to another
Dynamic full of energy, enthusiasm and new ideas constantly changing or

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

means like
Economic environment profitable or concerned strong feeling such as joy or anger
Environment the surrounding of which a reception area is located
Information Technology the use of computers telecommunication for storing retrieving
and sending information.
Innovative introduce new ideas or product.
Interference prevents something from continuing or from being carried out.
Legal environment legal entity of a business
Manufacture to invent evidence or make something on a large scale using
machinery.
Network a number of interconnected computers operators keeping

contact with other.
Non-verbal People to exchange information. Communication without using

words

Physical relating to the body rather than the mind
Political Environment relating to government or public offices
Reception Area the area where the receptionist operates
Remote control office an office controlled by the of a remote control
Risk expose to danger or loss.
Security the safety of a safety of a state or organization
Traditional office old method of an office layout
Universal serial bus[USB] a secondary storage device use for storing data.

REFERENCES
Garton Karen – Word Processing Report Production
Harrison/Longman John - Secretarial Duties (10th Edition)
Horsfall Margret/McGraw Hill – Office Skills A Practical Approach (3rd Edition)
Locker/McGraw Hill - Business and Administrative Communication
Longman/Julia Hallas – Click on to Computing
Longman/Julia Hallas – Click on to Word Processing
O’Hara - The Receptionist
Pinner D & D/Longman - Communication Skills (3rd Edition)
Warmsley/Pitman – Commercial Typewriting 9th/10th Edition
www.business dictionary.com/definition/business-environment
www.education-portal.com/....what-is-business-environment-def
www.wikipedia.org/wik/Environmentaldefinition factors


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OFFICE TECHNOLOGY

Technology Employment Skills and Training

Year 10 Office Technology Textbook 2015 Page 2

Year 10 Office Technology Textbook 2015 Page 3

1. Ms Kereni Misiki St Joseph’s Secondary School

2. Ms Asilika Nabure Tailevu North College

3. Mrs Prakash Prasad DAV College

Every effort has been made to acknowledge all copyright.

All Rights Reserved.

Year 10 Office Technology Textbook 2015 Page 4

CHAPTER TOPIC PAGE NUMBER

4 Integrating text and graphics in word 50 - 59

Year 10 Office Technology Textbook 2015 Page 5

 discuss the features of modern office

Components of a modern office

Year 10 Office Technology Textbook 2015 Page 6

Office Function support Business Function

Managing Staff Human Resource Management

Communicating with customers Marketing goods and services

The communication methods/equipment used in an office

i) operating office equipment correctly in order to:

MULTIFUNCTION COPIER /PHOTOCOPIER

MODERN TELEPHONE DESKTOP PC

Year 10 Office Technology Textbook 2015 Page 7

Workplace Communication Procedures

The manufacture of specific goods or the supply of specific services.

An organization is a planned arrangement of operations.

Maximize efficiency of office layout and work flow

Year 10 Office Technology Textbook 2015 Page 8

Methods of Improving Work Flow:

Rules of better workflow

 Avoid: criss-crossing and backtracking

Below are some of the examples of modern telephones used nowadays.

Year 10 Office Technology Textbook 2015 Page 9

MODERN OFFICE TELEPHONE MODERN OFFICE COMPUTER & CHAIR

What is office equipment?

Importance of obtaining the right equipment

There are many things to consider before ordering new equipment.

Year 10 Office Technology Textbook 2015 Page 10

Year 10 Office Technology Textbook 2015 Page 11

NAME OF EQUIPMENT FEATURES FUNCTION

Telephone  headset  Give information about

Facsimile Machine  Scan features

Year 10 Office Technology Textbook 2015 Page 12

To extend its life you must maintain a good environment

 Place computer at room temperature.

Cleaning the telephone

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

Fax Machine Maintenance

Year 10 Office Technology Textbook 2015 Page 13

Colour Photocopier Copy machine copiers Multi-media workstation

TOSHIBA STAND UP MULTI-MEDIA

In computing, a printer is a peripheral which produces a

Year 10 Office Technology Textbook 2015 Page 14

Switchboard  transfer call button

NAME OF THE FEATURES FUNCTION

MAINTENANCE OF LAMINATING MACHINE

Keep it clean so that dust and grit don’t get inside:

Year 10 Office Technology Textbook 2015 Page 15

NAME OF EQUIPMENT FEATURES FUNCTIONS

MACHINES THAT ARE USED FOR PRESENTATIONS

NAME OF EQUIPMENT FEATURES FUNCTION

MAINTENANCE OF MULTIMEDIA PROJECTORS