OFFICE ADMINISTRATION 1

1. Open Office

A large room where all the departments’ men and equipment are housed
under a single roof without partitions or walls separating them.
Open plan take up less space, thus reducing square footage costs and
saving money on heating and lighting. Open plans also allow employers to
keep an eye on employees.

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2. Private Office

Also known as close office.
Small rooms occupied by departments. Each department will be placed in
each room.
Secrecy and security can be maintained. Full privacy for the employee, a
quiet environment in which to work and client confidentiality.

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2.3.5
Advantages

and
Disadvantages

Advantages of Open Office Disadvantages of Open Office

i) Better space utilisation is possible, i) Work will be affected by visitors and
because space has not been lost by movement of the staff themselves
partitions.
ii) Internal noise from conversation by staff
ii) Supervisors easy to watch the office or visitors

iii) Lay out of the office can be altered iii) Infections and disease may spread
without any expense quickly

iv) More economy in arrangement of light iv) A big hall may not be efficiently
supervised
v) Easy communication from department to
department v) Office will appear to be a crowd place

vii) Not comfortable for top executives

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2.3.5
Advantages

and
Disadvantages

Advantages of Private Office Disadvantages of Private Office
i) Increase in efficiency on account of i) Lot of space is wasted for partitions

absence of noise ii) It affects the flow of work

ii) Confidentiality and greater privacy can iii) Cleaning the office becomes a tedious
be work

maintained iv) Office layout will be complicated one
iii) Promotes personal atmosphere
v) More expensive furniture arrangement
iv) It adds value and prestige to the vii) More expensive to provide adequate
individuals
light

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2.4 Office Environments

Office environment means working environment.
The environment,in which office employee performs office
services is known as Office environment.
Office environment includes:

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2.4.1 The Advantages of a Good Office
Environment to the Employees:

1 Ease in work 6 Increase in efficiency

2 Simplicity in work Improvement in
7 employees
Improvement in
3 Mental and relations

physical fitness Improvement in
8 employees

turnover

4 Increase in 9 Reduction in
production employees
absenteeism

5 Increase in profit 10 Increase in the good will

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2.4.2 Physical Conditions of Office
Environment

General principle and
benefits of good lighting

Ventilation
Office Decoration

Air-Conditioning
Reduction of Noise

Cleanliness
Safety Provisions

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a. Lighting

The most important physical condition is the office is lighting.
The lighting should be suited to the requirements of every
individual office.

The general principle of lighting in office:

❖ The light must be sufficient for the work but not too
strong.

❖ No dark shadows cast.
❖ The lighting system should be efficient.
❖ The light fittings should be made sturdy and of good

appearance when both lit and unlit.
❖ Vary the amount of light as required.
❖ Desks should have matt, not published or glossy surfaces

and glossy card and paper should not be used.

Benefits of Good Lighting

1. Increased 2. Better quality of
output work

3. Reduction of 4. Better employee
fatigue morale

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b. Ventilation

❑ Supply of free air at the right temperature and right
humidity.

❑ Office that are too hot and stuffy, causing drowsiness
resulting in slower and less accurate work

❑ The good ventilation are there should be constant
flow of fresh air to remove staleness without causing
draught.

❑ Natural ventilation through windows can be increased
by roof ventilators and internal tube ventilators which vent
on the outside walls.

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c. Office Decoration

▪ Colours convey feelings.

▪ Different colours combination not only add to the
appearance of a room, but also has a psychological
effects on the people who are working in it.

▪ University of Texas study found that bland grey, beige and white
offices induced feelings of sadness and depression, especially in
women. Men experienced similarly gloomy feelings in purple
and orange workspaces.

▪ FLOOR COVERING
Factors to be taken into account when buying floor covering:

i. cost ii. safety iii. Sound
absorber

▪ CURTAIN
Provided in some offices, particularly in executives suites and
offices. Curtain acts as absorbing sound

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d. Air-conditioning

Air-conditioningis usually the most suitable form ventilation.
It is a costly system, but it eliminates the problems of
cleanliness, heat, ventilation, humidityand noise.
Air-conditioningsystems have two (2) categories :

i) Packages – used in small offices
ii) Central – served the entire building

The advantages used of air conditioning:

Helps to protect the Helps safeguard their health
product or equipment in
the plan Helps maintain employees’

Helps to keep production efficiency 54
cost low

a) Internal Noise e. Reduction of noise

• Movement of machines Noise affects efficiency of the
• Movement and average office worker.

conversation of clerks,
peon, visitors
• Cracking doors
• Calling bells, telephone
bells
• Shifting of furniture from
one place to another

To reduce internal noise: 55
:

a) Carpets, rubber or coir
mats spread on the
floor will reduce the
sound by movement of
people in office

b) Using pad can placed
which reduce the noise
below of the office
machines

c) Calling bells can be
replaced with buzzers

d) Banging or cracking
door should fitted with
rubber to reduce sound

b) External Noise e. Reduction of noise

• Street sound Noise affects efficiency of the
• Noise from moving average office worker.

vehicles
• Noise due to the opening

and closing of doors and
windows

To reduce external noise:
:

Steps can be taken to
minimize noise:

a) Office can be located in
a quiet place

b) Sound absorbing
materials for office
floors, ceiling and walls
can be used

c) Doors can be fitted with
two doors closer and
rubber lining or with
hydraulic controls

d) The main office-
telephones switch
boards should be
housed far away

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f. Cleanliness

Task of office manager to see offices are kept clean, the
cleaners employed and properly supervised and provided

with adequate equipment

g. Safety provision

Most of accidents in the office occur due to:

✓ Slipping or falling ✓ Handling of equipment
✓ Collision obstructions ✓ Fire
✓ Bad light fittings

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2.4.3 Office Furniture

Five (5) main criteria which
forms the basis judgement as to
the suitability of a piece of office

furniture:
✓is it functional?
✓is it attractive?
✓is it cost within budget?
✓is it attractive?
✓is it hard wearing?

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2.4.3 Basic Consideration When Buying
Office Furniture

Comfort of Capital Outlay Durability
the office
worker An obvious Metal and fiberglass
factor when are virtually
More work is likely buying any indestructible
to be performed equipment
with less
distractions Ten Factors Fire Risk
to be
Appearance Metal and fiberglass
considered are much less
Attractive but flammable
workman life when buying than wood
of f ice
Saving in Weight
space furniture
Light weight is
Designed to preferable
save floor space and fiberglass
is very suitable to
be moved

Design Hygiene

Size of top, height, The piece of furniture
numbers of drawers, has to be cleaned
suitability for the purpose easily

Safety

Rounded corner avoid the constant bruising
caused by square corners when space is limited

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2.5 Concept of 5S Philosophy in Private Sector and Public
Sector Conducive Ecosystem (EKSA)

• 5S, is the philosophy of the Japanese Housekeeping
and productivity tool.

• The way how you manage the office which is
introduce by Japanese – to create the environment
of workplace become tidy, comfort and safety.

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What is 5S?

5S philosophy focuses on effective
workplace organization, simplifies work
environment, and reduces waste while
improving quality and safety.
The 5S stands for the five letters of these
Japanese words (Kaizen)

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Benefits of 5S System:

❖ Reduced costs
❖ Higher quality: achieve work standardization
❖ Increased productivity
❖ Greater employee satisfaction
❖ A safer work environment

62

Public Sector Conducive Ecosystem (EKSA)

• Malaysian Administrative • The rebranding is aimed at

Modernisation and empowering public sector

Management Planning Unit agencies to:

(MAMPU) has undertaken the

initiative to enhance the • expand the implementation of
existing Public Sector 5S Conducive Ecosystem in public
Practice in a rebranding sector agencies
exercise which introduced the

Public Sector Conducive • enhance their corporate image
Ecosystem or better known as

EKSA. • inculcate a culture of creativity

and innovation in line with

stakeholder’s expectations

• promote efforts supporting the
campaign to Go Green

• ensure that auditing elements

meet the needs of various 63
public sector agencies.

Public Sector Conducive Ecosystem (EKSA)

• EKSA includes the • Introduction of EKSA is

introduction of a new meant to enhance the

auditing model which existing Public Sector

comprises Generic 5S Practice with an

criteria as well as emphasis on creating a

Specific criteria which conducive working

takes into account the environment.

diversity of

government agencies.

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Location of an Factors influencing location Two structure of office building:
Office? of an office: i) Own building – A building
Urban or
Suburban? a. Convenience to customer structure of office that has roof
✓ Urban – Office b. Transportation facilities and walls built for permanent use

located in the c. Safety and climate ii) Leased building- Written or
city d. Postal, telegraphic and implied contract by which an
✓ Sub-urban-
Located in the banking facilities owner (the lessor) of a building
rural area and e. Availability of sufficient grants a second party (the lessee)
far away from
the city space
f. Need of the business
Physical conditions of
office environment: OFFICE Importance of Office
a. Lighting ACCOMMODATION, Layout:
b. Ventilation i) Maximum
c. Office Decoration LAYOUT &
d. Air-conditioning ENVIRONMENT efficiency
e. Reduction of Noise
f. Cleanliness ii) Adequate
g. Safety Provisions and suitable physical

Advantages of a office
good office iii) Special
environment to the
employees: requirement
a. Ease in work
b. Simplicity in The types of Checklist for
Office Layout: accommodation
work
c. Increase in a. Landscaped requirements:
Offices ✓ Location
production ✓ Site
d. Increase in b. Modular ✓ Building
partitions ✓ Physical Factors
profit
e. Increase in the The types of Office: c. Modular units
I) Open office
good will
II) Private office

Meaning of 5S: Factors to be considered when buying
Seri – Sorting out office furniture:
i) Design
Seiton – Systematic ii) Saving in space
arrangement iii) Appearance
iv) Comfort of the office worker
Seiso – Spic and span v) Capital Outlay
Seiketsu – Standardizing vi) Durability
vii) Fire Risk
Shitsuke- Sustain viii) Weight
ix) Hygiene
x) Safety

65

TUTORIAL
FOR

CHAPTER 2

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03 CHAPTER 3

TELEPHONE LEARNING OUTCOMES
TECHNOLOGY At the end of this topic,
AND SERVICES students should be able to:

• Discuss the methods of
transmitting data by
telephone

• Elaborate of telephony
technology

• Explain the effective
incoming and outgoing
telephone
communication

67

CHAPTER 3:
TELEPHONE TECHNOLOGY AND SERVICES

• CHAPTER OVERVIEW

CHAPTER OVERVIEW

3.0 TELEPHONE TECHNOLOGY AND SERVICE

3.1 THE METHODS OF TRANSMITTING DATA BY TELEPHONE
3.1.1 Definition of telecommunication
3.1.2 Telephone channels
3.1.3 Facsimile technology

3.2 TELEPHONY TECHNOLOGY
3.2.1 Definition and features of telephony technology
3.2.2 Emerging of telephony technology

3.3 THE EFFECTIVE INCOMING AND OUTGOING TELEPHONE
COMMUNICATION

3.3.1 Skill to develop positive impression through telephone
3.3.2 Telephone technique to handling incoming calls efficiently
3.3.3 Telephone procedures to handling incoming calls courteously
3.3.4 The procedures of outgoing telephone calls
3.3.5 The technique for controlling telephone cost

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3.1 METHODS TRANSMITTING DATA BY
TELEPHONE

3.1.1 Definition:

The electronic transfer of information over a distance.

Forms of information can be sent electronically (voice,
video, data, text, images

The telephone system may be as
simple as having one or two
telephone lines for the company.

Data that can be read by a
computer is in digital form.

The sending machines scans a page
and encodes the data to be sent.
The data are transmitted over
telephone channels to a receiving
fax.

Communicating with people at
two or more locations using two-
way voice and video data.

A technology used to send 69
images (text, photographs,
drawings) using telephones

3.1 METHODS TRANSMITTING DATA
BY TELEPHONE

Definition:
The electronic
transfer of
information over
a distance.

Forms of
information can
be sent
electronically
(voice, video,
data, text,
images

3.1.2. Definition of
telecommunication

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3.1.2. Telephone Channels

Telephone
Technology

Satellites

71

3.1.3 Facsimile Technology

• Often called fax
• Transfer images (text, photographs, drawing) electronically

using telephone lines
• Easy to used, convenient, inexpensive, fast way to transmit and

received information

FEATURES:
• Laser or full-color printing
• Store and forward capability
• Automatic dialing and redialing if the receiving number is
busy
• Automatic document feed
• Activity – reporting of date, time and number of pages sent
and received
• Security feature
• Self operating – automatic answering : user may leave their
machines on 24 hours, unattended for receiving messages

THE COVER SHEET SHOULD CONTAIN INFORMATION SUCH AS:
i) Today date you sent the fax / current date
ii) Total page including cover sheet
iii) Name, company, fax no, address of the recipient
iv) Name, company, address, telephone, and fax number of
the sender
v) Subject of the message
vi) Special remarks as needed

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3.2 TELEPHONY TECHNOLOGY

• The integration of
computer and
telephone
technologies.

• Modern
communications
system, a
computer may be
used to control
and access
telephone
functions.

3.2.1. Definition and Features of
Telephony Technology

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3.2 TELEPHONY TECHNOLOGY

3.2.1. Features of Telephony
Technology

Two-way video, audio and computer
communications that let callers open, view and
edit computer files and send notes to each other

Computer software that lets users manage
telephone activity at a person computer.

Caller ID service that allow the users to see the
number of the caller

Conference calling that can be placed by using
names from the user’s computer phone directory

Access to the Internet and World Wide Web

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3.2.2. Emerging of Telephony
Technology

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EMERGING OF TELEPHONY TECHNOLOGY

Voice Over Internet Protocol (VoIP)

A services that allows to make telephone
calls using a high speed Internet
connection.

Also called Internet voice

Videoconferencing

Is an image communication system that
allows people at two or more locations
to have two – way voice and video
communication.

A special conference room equipped with
microphones, television cameras, and
screens is used to conduct meetings.
Data, text, voice and document may be exchanged.

Centralized Telephone Systems

In small company, telephone system may
be as simple as having one or telephone
lines for the company.

Centralized telephone systems route
calls coming into and going out of organization.

A single computer or operator switchboard that routes calls the
requested location handles all call in a centralized system. 76

EMERGING OF TELEPHONE TECHNOLOGY

Voice Mail Systems

A messaging system that uses computers
and telephones to records, store and
retrieve voice messages.

Conference Calls 77
A placed when it is necessary to talk with
person at several different locations at the
same time.

Guidelines in planning a conference call:
• Inform all participant of the objective and

date and time of the call.
• Verify everyone’s telephone number
• Send any needed information to all

participant in advance
• Identify tMheoobbiljeecPthivoeneo/f tCheellcsapllhsone/ Cellular phone

Mobile devices are commonly used for
both personal and business
communications.

Mobile phone use wireless, radio frequencies to
transmit data across geographic areas called cells.

Most smartphones have built it cameras and video record.

3.3 EFFECTIVE INCOMING AND OUTGOING
TELEPHONE COMMUNICATION

3.3.1 Skill to develop positive impression through telephone

Making A Favorable First Impression

❖You are representing the company
❖To create a positive image for your company
❖Convince people to do business with your company

Three element for making a favorable first
impression:

a. Your Voice b. Your
Speaking Skills

c. Your
attitude

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a. YOUR VOICE:

 Show interest and alertness by making eye contact
during the conversation.

 To convey interest, alertness, courtesy in your voice
 Three (3) element of voice:

i) tone
ii) pace
iii) volume.

Tone Pace Volume

The changes in pitch Rate or speed of Extremes in volume
used to emphasize speech. should be avoid.
words and to get
your meaning across

to the listener.

Listened to speakers The rate at which you Do not shout or
who talked in talk to someone on speak so softly that
monotone. the phone can affect listener cannot hear.

the ability of the
listener to

understand the
message.

If you speak slowly Control directly into
the listener may the telephone
become bored, receiver.
insulted or
inattentive. 79

b. Your Speaking Skills

• Speaking skills such as word pronunciation, grammar and
vocabulary usage affect the impression you give over the phone.

• If you have a pleasant tone, a good pace communication is difficult
if the person you are speaking with cannot understand your words.

i. Pronunciation ✓ Correct pronunciation of word is essential

for understanding
✓ Proper pronunciation.
✓ When you speak, you pronounce words

must clearly and distinctly.
✓ Look up in dictionary or online source if

you unsure of any words pronunciation.

ii. Grammar ✓ Used basic grammar standards.
iii. Vocabulary ✓ Avoid use of slang or regional expression

that may not be widely known or
understood especially if the call is an
international one.
✓ When you do or understand an
expression or phrase, always ask
explanation.

✓ To improve your professional and
personal vocabulary you must learn new
terms that relate to your position or
company.

✓ Always remember clear and courteous
communication.

✓ Learn new words that will help you
express your feelings, ideas and needs.

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c. Your Attitude

• Reflected in your speech and tone of voice.
• Any boredom, anger or indifference you are

feeling may be obvious to the person on the line.
• A smile and an upbeat, caring attitude are also

clearly ted to the person whom you are speaking.
• You should put any negative feelings aside and

respond to the caller when sincere, positive
attitude.

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3.3.2 Effective Telephone
Techniques

1) ANSWER
PROMPTLY

2) IDENTIFY
YOURSELF

3) ASSIST THE
CALLER

4) CONCLUDE
THE CALL

82

3.3.2 Effective Telephone

Techniques to Handling Incoming
Calls Efficiently

1) ANSWER ▪ Answer all incoming calls promptly
PROMPTLY
(on time) and pleasantly.
▪ Answer the telephone after the first

ring.
▪ Prepare pen /pencil and a notepad

or message form to take notes or a

message.

2) IDENTIFY ▪ Automated telephone systems –
YOURSELF answer and route the calls to
requested department / person

▪ If you are the person to whom all
incoming calls are routed, you should
identify first the company, then
yourself.

Example:
“Good morning. International Electronics. Aina speaking” – use when

answering an outside call

“Marketing Deparment. Sarah speaking” – use when answering an

inside / outside call (routed calls) 83

3) ASSIST THE ▪ Your job is to help the
CALLER
caller as efficiently as you

can.
▪ Never assume you know what

the caller wants
▪ Listen attentively to the

caller’s questions and

comments.
▪ Explain the situation to the

caller and offer the choice of

being placed on hold or

hanging up and receiving a

return call.

4) CONCLUDE ▪ The person who places a
THE CALL
call is the one who should end

the call and hang up first.
▪ By follow this rule, you avoid

making the caller feel as if the

conversation has been “cut off”

before he or she was ready to

hang up.
▪ Use the caller’s name as you

end the conversation.

Example:
“Thank you for calling, Mr Haliz. I will be sure to give Miss

Suhana the information”

84

3.3.3 Effective Telephone
Procedures to Handling Incoming
Calls Courteously

SEVEN (7) PROCEDURES TO HANDLING
INCOMING CALL COURTEOUSLY

7. Taking 1. Screening
Messages Calls

6. Giving
Information

PROCEDURES 2. Placing a
TO HANDLING Caller on Hold

INCOMING
CALLS

COURTEOUSLY

5. Handling 3. Transferring
Difficult Calls Calls

4. Handling a
Disconnected

Calls

85

Procedures to Handling
Incoming Call Courteously

a. Screening Calls b. Placing a Caller c. Transferring Calls

Definition : determine who on Hold Transfer of calls happen
when:
is calling and the purpose On hold: waiting, as in a
for each call Caller has reached a wrong
telephone caller who is still extension

A procedures used to connected but waiting for Wishes to speak with
someone else
determine who is calling the other person to come
and at times, the purpose back on the line Tell the caller why the
transfer is necessary
of the call Ask permission to place the
Offer the caller the
It can save you and the second caller on hold while extension number or name
caller time because you of the person in charge
may be able to help the you complete the
conversation with the first Ex: “I’m going to transfer
person yourself / transfer caller. your call to Encik Roslan.
He will be able to provide
the call immediately to you with the information

another person. On hold when: you need”

Ex: supervisor ask you to While you answer another
call
screen calls and take a
message from all sales While you need to look up
information to answer a
people who call question

Ex: supervisor may be in Politely inform that you are
an important meeting and placing the caller on hold.

ask you not to interrupt

except for certain caller

86

Procedures to Handling
Incoming Call Courteously

d. Handling a e. Handling Difficult

Calls f. Giving Information

Disconnected Calls

Disconnected happen You may be receive calls Communicate to the caller
while: from persons who are: that the person Is not

you are talking on the available and offer to take a
phone or; - Angry, unreasonable, rude, message or assist the caller
demanding, highly
yourself
emotional

you are waiting on hold - Stressful When coworkers are
You must control yourself. unavailable to receive calls,

The person who placed the Remain professional. give the caller enough
call should call back information to explain the
immediately after You goal to maintain person

disconnection – redial goodwill with the caller.

Caller should report a Follow guidelines in dealing Ex: “Puan Marina is out of
disconnected long-distance difficult callers: the office until tomorrow
call to the telephone morning. May I take a
i)Try to resolve the matter if message or ask her to call
company possible (caller just wants the
company to solve problem or you.”
admit the mistake

ii)Always present a helpful, Ex: “Puan Marina is in a
positive and sincere attitude meeting this afternoon and
won’t be available the rest
iii) If the caller is personally
abusive, end the conversation of the day. May I take a
quickly after identifying the caller message or ask him to
and record relevant information return your call?”
about the call

iv)Remain calm and do not

display defensive behavior (caller
not upset with you but with the

company action

87

Procedures to Handling
Incoming Call Courteously

e. Taking Messages

You can record the message by written in message form or using electronic
record.
The message must accurate and complete
Voice mail – reduced the errors caused by incorrect or incomplete written
messages
It is also necessary for you to record information for yourself self such as:

i) the caller’s name
ii) telephone number
iii) purpose of calls / details of message
iv) Date / time of the call
v) Company’s name
vi) State you initial

88

3.3.4 Procedure of Outgoing
Telephone Calls

1. Planning • Every calls requires preparation and
Calls planning.

• Some of calls are simple, but others
may require detailed planning

• Gather some information or items
relate to the calls:

• i) Dates & times of any meeting
planned events that related to the call

• ii) Documents that relate to the topic
of your conversation

• iii) Question that you want to ask

• iv) Pen and paper to take notes

2. Personal • Many employees who spend a lot of
Telephone time away from the office keep in touch
with the office and customers using a
Calls mobile phone

• Plan to place and receive calls on a
mobile phone at appropriate time and
places

• Do not use your mobile phone in an
area where you will disturb other
people

89

3. Calls on • Many employees who spend a lot
Mobile of time away from the office keep
Phone in touch with the office and
customers using a mobile phone

• Plan to place and receive calls on a
mobile phone at appropriate time
and places

• Do not use your mobile phone in
an area where you will disturb
other people

4. Time • Be aware of time zone
Zones differences to avoid calling
before or after business hour or
during lunch

• Be aware of the differences in
time zones and certain customs

90

3.3.5 The Techniques for
Controlling Telephone Cost

1

Use direct dialling most of the time. Make more
specialized, expensive type of calls only when necessary.

2

Plan your calls so the time spend during a long distance

3

If possible, call when long distance rate is least expensive,

4

Notify the operator immediately after reaching a
wrong number so you can receive Credit for the call.

91

Methods Technique for Procedures Outgoing Procedures to
transmitting controlling telephone Telephone Calls: handling incoming
data by
telephone: cost: a) Planning calls call courteously:
a. Voice ✓ Use direct dialing b) Personal i. Screening
b. Text ✓ Plan your calls
c. Video ✓ Call when long Telephone Calls calls
d. Images c) Calls on Mobile ii. Placing a
e. Data distance rate is least
expensive Phone caller on hold
Telephone ✓ Notify operator after d) Time Zones iii. Transferring
Channels: reaching a wrong
▪ Telephone calls
number iv. Handling a
technology
▪ Satellites TELEPHONE disconnected
calls
Facsimile
Technology: v. Handling
Used to send difficult calls
images (text,
photographs, vi. Giving
drawings) using information
telephone
channels. vii. Taking
messages

TECHNOLOGY &

SERVICE

Technique to

handling

incoming call

efficiently:

a. Answer

promptly

b. Identify

yourself

c. Assist the

Emerging of Telephone caller
Technology:
d. Conclude the
a. Voice OVER Internet
Protocol (VoIP) Skills to develop call

b. Videoconferencing positive first
c. Centralized Telephone
impression through
Systems
d. Voice Mail Systems telephone:

e. Conference Calls a. Your Voice
f. Mobile Phone/Cells phone
b. Your Speaking

Skills:

i) Pronunciation

ii) Grammar

iii) Vocabulary

c. Your Attitude

92

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CHAPTER 3

Scan the QR Code to get
the questions

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