Time: 3 Hours; Marks: 60

Unit-1: Mail and Document Handling (10)

  • Meaning & Importance of Mail, Centralization and Decentralization of Correspondence.
  • Handling Inward and Outward Mail.
  • Mail room Equipment – sorting table, rack, Letter opening machine, Postal Franking Machine, Mailing.
  • Scale, Post Office Guide.
  • Services rendered by Postal Department – Registered, Ordinary, Insured, Business Reply Card, Certificate of Posting, Speed Post, Post Bag, Post Box, Telegrams.

Unit-2: Filing and Indexing (10)

  • Meaning and Importance of Filing.
  • Essentials of good filing system.
  • Classification of Files.
  • Centralized and Decentralized system of filing.
  • Modern methods of filing: Horizontal, Vertical, Suspension and Lateral.
  • Weeding of old records.
  • Meaning, importance and types of indexing.

Unit-3: Office Machines (10)

  • Advantages and disadvantages of mechanization.
  • Factors in selecting office machines.
  • Different types of machines: Typewriter, Stencil, Duplicator, Copy Printer, Photocopier, Dictaphone, Cash Register, Note Sorting and Counting Machine, Time Recorder, CCTV, Laptop, Answering Machine, Computer, Mobile.

Unit-4: Office Communication (20)

  • (4.1) Need and Importance of Communication. Oral Communication: Telephone Etiquettes, Noting of telephone message, Handling telephonic calls, phonograms, use of telephone directories and yellow pages, EPABX system.
  • (4.2) Written Communication.
  • Business Correspondence. Essentials of Business Correspondence. Structure of Business letter. Types of business letter – Enquiry, Quotation, Placing an order, Payment, Complaints and Adjustments.
  • (4.3) Electronic Communication. Fax (Facsimile), E-mail and Internet.

Unit-5: Meetings (10)

  • Meaning and requisites of a valid meeting.
  • Drafting of Notice, Agenda and Minutes of Meetings.
  • Terms used in the conduct of meeting-quorum, proxy, adjournment, motion, amendment and resolution, Casting vote, Poll.
  • Secretarial duties before, during and after a meeting.