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Staff (i) Staff recruitment: meaning; sources - internal, external.
(ii) Staff selection procedures.
(iii) Staff training: importance; methods - on the job, off the job; preparation of the training programme.
(iv) Staff morale: meaning; importance of morale; factors affecting morale; methods of raising morale; indicators of low morale; importance of team work.
(v) Staff remuneration: methods - time rate, wage rate, incentive methods (Halsey, Rowan plan), wage records (time card, attendance book, pay slip, pay roll, etc.).
(vi) Staff motivation: meaning and importance; factors of motivation; Maslow's theory of the hierarchy of human needs.
(vii) Staff leadership: leadership qualities; leadership styles.
(viii)Staff appraisal: purpose; merits; methods – merit grading, interviewing, reporting.
(ix) Staff promotion and transfer: meaning and importance; basis (seniority vs. ability); need for promotion policy; process for selection; types of transfer.
(x) Staff dismissal: grounds for dismissal; procedure.
Office Communication
(i) Meaning and importance of communication and essentials of effective communication.
(ii) Methods: oral, written and visual - face to face communication; reception - qualities of a receptionist, procedure of reception, organization of reception area; interviewing types - appraisal, disciplinary, recruitment, telephone - qualities of an efficient telephone operator, procedure rules for internal and external services, types of calls, modern developments in telephone communication, telephone switch board equipment, others - telex, fax, tele-write, video conferencing, cellular phones, cordless phones, loudspeaking, tele-text, staff locating systems - public address systems, bells and buzzers, lighted signals, wireless signals; written correspondence - essentials of a good business letter, structure of a letter, types of letters (only the following types: application for job, enquiry, quotation, order, complaints, drafting of interview letter, offer of appointment), letter for quick communication (standard letters, blitz reply, monogram, D.O. letters, return memo set), -internal written communication (memos, circulars, office orders), telegrams (types of telegrams, telegraphic addresses, essentials of a telegram, drafting a telegram); report writing - essentials of a good reporter, format simple informal reports (exclude company reports); meetings - meaning, requisites of a valid meeting, types (statutory, annual, extraordinary, board), secretary's duties, preparation of notices, agenda, chairman's role and power, preparation of minutes from given data only, terms used and procedures of meetings motions; resolutions; adjournment; postponement; voting; proxy; point of order, etc.
(iii) Visual communication and its importance: graphs - nature and types (Z-graph, line-graph, bar graphs); diagrams - nature and types (pictogram, pie, histogram); tables - nature and types, presentation of specific data in tabular form.
(iv) Organisation of mailroom in a large office: handling of incoming and outgoing mail; mechanical aids used; post office services used.
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