Office Management

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Office Management

OFFICE MANAGEMENT
Unit 1

Office management – Meaning – Definition – Nature – Office automation

– Functions of office – Importance of office management - Office
correspondence – Communication management in an office - Mail services
in an office

INTRODUCTION
“An office may be regarded as a place where the control mechanisms of an
organization are located" -George R. Terry
Office is described as the nerve centre of the entire organization. The present day
office activities have expanded to a wider extent to keep pace with rapid globalization.
Further, office by itself has become an indispensable part of any business organization.
Modern offices are organized on scientific principles and their techno savvy office
managers which has paved way for the sustenance of a business amidst cutthroat
competition.
In olden days, all the job of the organization had been done mostly by the
proprietors. If the work was more, two or three persons were to be appointed. They sat
in small rooms and worked in poorly lighted and congested place. There were no
modern office amenities as today; clerks were found copying letters tiresomely turning
leather bound registers etc. Since the typewriters had not come into general use. most of
the office work had to be performed manually and clerks would be found in spending
most of their time in copying letters for dispatch to customers. All the internal and
external communications were performed through human agency. The telephones and
intercom systems were not generally in use. The proprietor of a business would be
found sitting in the office room and supervising the office work. He personally deals
with the customers and visitors. In earlier period, production was generally from a
limited number of raw materials, that too available locally, and marketing the products
was also, in most cases, confined to local market. Thus, in those days, the businessmen
were interested in maximizing profits through the two important profit centre, i.e.
production and marketing. A few decades ago. the office had been defined as a place
where clerical work is performed for the successful operation of an institution. Office
work may be done by a clerk within the four walls of a building.
Office activities have undergone vast changes in the last few decades. The World
has witnessed spectacular developments and advances in the field of science,
technology, industrialization, transport, communication etc., hi modern concepts is to
view office as a function. When it is taken as a function, it (Office) may direct, control
and coordinate the office work wherever it is done and whosoever does it. Here it may
be noted that in the modern time, offices are developed on scientific principles and their
management and administration is in the hands of qualified and trained managerial
personnel.

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1.1 ME ANING
Office is a place for transacting business where clerical and administrative
functions are carried out to coordinate and control activities of the organization. A
typical office performs tasks such as framing of business policies, processing and
communication of information, record keeping, handling mails, execution of orders and
managing receipts and payments. Office can be described as any place where
information converges on paper which is documented, preserved and used for both
current and future operations of business.
Office activities have undergone a vast change in the last four of five decades.
The old dingy, cluttered, stuffy office rooms have vanished and in their place we have
well ventilated well-lighted, air- conditioned offices with up to date furnishings in
alluring, designs. Gone are the day when the head of the concern personally supervised
the work of clerks. Today, modern offices are organized on scientific principles and
their management and administration are in the hands of specialized office manager.
Managers do not share the same room with clerks but sit in separate rooms. The clerks
are supervised and controlled with the help of supervisors and through standard office
systems, routines, office manuals etc.
The vast changes have led to an expansion in the scale of production and
business activities. As the size of business enterprises grows, there is corresponding
increase in the volume of office work. The office activities of today are not performed
by general clerks but by specialized clerks -Receptionist, Cashier. Typist, Telephone
Operators etc. There is also a greater division of labour. Departmentalization of office
has been effected. The office managers of today welcome greater use of machines and
minimal use of human beings in the office work. Machines-typewriter, telephones,
computers, calculators, duplicating machines, Dictaphones, accounting machines,
intercom, cellular phones, internet system etc. help to save time and labour. Computers
are the latest additions to the long list of office machines. They are capable of
performing most clerical operations at high speed without errors. Thus modern office
are becoming more and more high-tech.
Office is an important section of a business. The term business implies office work. The
dictionary meaning of office is “a place for the transaction of business, the room or
department, where the clerical work is done,” or we can say “a place where business is
carried on”, or it is “a place where all sorts of activities of organization are dealt with”.
Office is the centre of an organization. Commercial office acts as a central directing and
co-ordinating agency of the various activities of any business.
In modern age, the “office” is used in a broader sense. Prof. Dicksee states, “An
office is to a business what the mainspring is to a watch”. An organization cannot be
carried on without an office, as a watch without the mainspring is useless. In the present
times, the modern office organization has so much importance as the brain in a human
body. Thus a commercial office can be called “a clearing house of all essential business
information”. The office has to receive or collect all information of the business, process
the collected information (analyse, arrange and classify) and put them into
understandable form on the one hand. On the other hand, the processed, information has
to be presented or communicated to the management of the business, as and when
required.
It is generally seen, in commercial offices, there are some persons to receive

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information, process them (made understandable in form) and supply the processed
information to the management. Doing so, can be called clerical job. Clerical job
includes correspondence (to collect information or clarify the information received)
serving (filing), typing, book-keeping, handling of money etc. so it is confirmed that an
efficient management of the organization helps the managers or executives to formulate
planning, organizing, controlling and supervising the activities of a business concern
Prompt and accurate decision depend upon timely information.
An office is a place to record the information for the purposes of control through
collection (of information) handled and serviced and where the control mechanism for a
business is located-paper work is to attain an aimed result. One must give importance to
the office function rather than to the place. An office is a place of paper processing and
memory centre for all its departments. In office, policies and ideas are formulated
through collection and analysis of obtained information. An office maintains all records.
And these readymade, scrutinized and processed information are made available to the
management to attain the best result.

1.2 DEFINITION
A few definitions of office are given below:
‘‘An office is the administrative centre of a business. The purpose of an office has been
defined as the providing of a service of communication and record”
- Mills & Standing Ford.
‘‘An office is a place where business is transacted or professional service is available”
-Random Hours Dictionary
“Office is a unit where relevant records for the purpose of control, planning and
efficient management of the organization are prepared, handled or preserved. Office
provides facilities for internal and external communication and coordinates activities of
different departments of the organization.”
-Little field and Rachel
“The essential feature of the office is the work itself, not who does it or where it is done.
If it is office or clerical work in one place, it is office or clerrcal work everywhere
regardless of where the work is done or who does it”
-Leffingwell and Robinson
“The office is not in one place; no matter how much we centralize its services, there will
still be office work at the point of use. Some enterprise are almost all office. The
activities of the office do not, strictly speaking, constitute a function, they are parts of
all functions”.
-Chalres O.Libbey
1.3 NATURE
According to the old concept “Office work” is mostly concerned with the
records of an enterprise and making, preserving the records for further usage, so from
this we can call office work as clerical work. And office work not only deals with
records, it also includes conununication. mechanical data processing, planning and

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scheduling etc.
Office work is mainly concerned with clerical work or paper work. But this is a
very narrow view and is an old concept of office work. Now-a-days, office work has a
very wide scope. Office work is primarily concerned with making, preserving and using
records. The records are concerned about purchasing, producing, selling, accounting and
correspondence, inventories and written or printed memorandum of all kinds. These
records are essential for an efficient and effective control of the organization.
An office serves as the memory centre and control centre of an organization. The
office performs many services like communication, reproduction, mechanical data,
processing, procuring of stationery, furniture and equipment, secretarial assistance etc.
to other departments in an organization. Office is a unit where relevant records for the
purpose of control, planning and efficient management of the organization are prepared,
handled and preserved. Office provides facilities for internal and external
communication and co-ordinates activities of different departments of the organization.
The purpose of an office is:
1. To preserve all the records of the business.
2. To handle incoming correspondence.
3. To plan the policies of the business and ensure their implementation.
4. To direct and co-ordinate the activities of the various department, and
5. To maintain accounts, statutory and non-statutory books etc. of the business.
1.4 OFFICE AUTOMATION
Till now, it was customary to transfer and store information on paper. With new
electronic procedures and systems becoming more and more popular in use in modern
Automated Office, the so called "Paperless Office” is becoming a near reality. A
‘Paperless Office’ is one in which paper has been replaced by electronic, digital,
micrographic and micro processing systems and equipments. It is aptly said that. “The
Office is now in a period of transition” where more and more information processing
functions are being automated through sophisticated electronic systems, the Paperless
Office is attainable today.” 19 “It may be noted that though paperwork can be reduced
by up to 95 per cent in the traditional Office, many people believe that a completely
Paperless Office will not be attained in near future.”
According to William Benedon in the "Paperless Society; fact or fiction,' there
are six major barriers to a totally paperless office; namely 1. Traditional Values; 2. Legal
Requirements; 3. Accounting and Audit Values; 4. Legislative Values; 5. Societal Values
and; 6. Procedural Values; In contrast, the System Analysts, Records Managers, and
other management professionals often complain of the high cost of creating, storing,
retrieving, reproducing and disseminating paper documents. Modern offices are
increasingly converting all incoming and original data to either electronic form or
microfilm, which can then be edited, indexed, stored, retrieved or converted to paper. In
some companies' ‘Paperless Office' integrates voice inputs, word processing, optical
character recognition, electronic mail, calendars, message sending, filing directiones
and text editing, computer indexing and processing, COM, Micrographics, automated
storage and retrieval, telecommunications and colour graphics systems into a fully
automated office facility. The Integrated Office has evolved into “Communicating

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Integrated Office”. Office Systems Communicate with each other by the use of
satellites. Several Modern Offices provide satellite conununication, video
teleconferences, electronic mail and computer-to-computer hookups for intra-company
use.
Each office has a personality of its own. This personality is a reflection of the
purpose for which an office exists. The manufacturing office will have a profile that
differs from that of a sales office. The accounting office will have a different orientation
from that of a research and development office. In organizing a new office the office
manager must first determine the prune reason existence of that office and then add the
necessary ingredients to bring about an efficient operation entity that achieves
predetermined results:
Although offices differ from one another in prime responsibility, many activities
are commonly carried out by all the offices. Some of these activities are:
1. Processing Incoming mail.
2. Processing outgoing mail.
3. Maintenance of records (Filing and Indexing).
4. Establishing standard at office work.
5. Designing and procuring at office forms, stationery etc.
6. Recruitment and training of office staff.
7. Maintenance of furniture, machines, appliances etc.
8. Preparation of statements, reports etc.
9. Maintenance of accounts and other financial records.
10.Handling Telephone calls and enquiries.
11. Preparing update information for the whole firm.
12.Arranging the data in a quickly and accessible form for use.
13. Safeguarding the assets.
14. Keeping a prompt and accurate handling of enquiries orders etc.
15. Maintaining efficient flow of work in the office.
1.5.1 Subsystems of an automated office
The Modern Office System is said to have the following subsystems that are integrated
into the Automated Office
1. Voice System.
2. Word Processing.
3. Optical Character Recognition (OCR).
4. Data Processing.
5. Reprographics.
6. Micrographics
7. Communication and Facsimile

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8. Graphic systems.
9. Telecommunication
a. Teleconferencing
b. Videoconferencing.
c. Computer conferencing
d. Tele presence (Latest innovation by CISCO Inc.)
10. Electronic Mail.
11. Photocomposition.
12. Computer Networking
13. Robotics, etc.
The Business Office is currently undergoing a dramatic change, an abrupt
transition from antiquated procedures that have been evolved fundamentally for over a
century to sophisticated, integrated systems involving electronic and advanced
microcomputer technology.
1.6 FUNC TIONS OF OFFICE
An office is primarily concerned with collection and supply of information.
Accurate and up-to-date information relating to organisation and other agencies
affecting the organisation is always required for taking decisions and formulating
policies. Besides, office has assumed many other responsibilities, such as safeguarding
assets, personnel management, procurement of assets etc., which are incidental to the
primary function.
Therefore, the functions of a modern office may be classified into two categories:
 Basic functions, and
 Administrative functions.
1.6.1 Basic Functions
Basic functions are those functions of an office which need to be performed in
all types of organisations. They are mainly related to receiving and giving of
information. These basic functions are as follows:
Collecting information
The office receives or collects information about various activities of the
organisation. The information may be collected from internal or external sources.
Internal sources may be employees and various departments of the organisation. The
external sources are customers, suppliers and Government Departments etc. From
internal sources information may be received in the form of letters, circulars, reports
etc., and external sources provide information through letters, orders, invoices,
inquiries, reports, questionnaires etc. The executives of the organisation may also
collect information while visiting other organisations.
Recording information
The office keeps record of information collected from various sources to make it
readily available to the management. The information is kept in the form of

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correspondence, reports, statements, circulars, lists, charts, registers, books, etc. An

office has also to maintain records as prescribed under law. The registered office of a
company is required to maintain Register of Members under the Companies Act, 1956.
Arranging, analysing and processing the information
The information collected in an office is generally not in the form in which it
may be used by the management. Therefore, facts and figures collected have to be
arranged, processed, organised and analysed to make them useful to the management. In
this connection financial statements, statistical statements, charts, lists, reports,
summaries are prepared.
Preserving Information
The information is properly sorted out and preserved in the most economic and
scientific maimer. Various types of equipment’s, filing cabinets, etc. are used for
preserving records. Unnecessary and out-dated records are destroyed to make space for
new and valuable records.
Supplying information
All accumulated and processed information is useless unless it is communicated. The
office serves as a two way channel for communication. On the one hand, it supplies the
collected, recorded and processed information to the management and on the other
hand, the policy decisions, guidelines and instructions issued by the management to the
departments are also routed through the office. The information may be supplied
verbally or in writing.

Internal Agencies: Employees, Departments, Management etc.

External Agencies: Customers, Suppliers, Govt. Dept. etc.

1. Receiving Information 5. Giving Information

2. Recording Information

3. Analysing and Arranging Information

4. Preserving Information

Fig. 1.1 Basic Function

1.6.2 Administrative Functions
Administrative functions are in addition to the basic functions. But the office cannot
hope to work smoothly without them. These relate to the tasks of protecting and
safeguarding assets, maintaining and enhancing the operating efficiency, stationery
control, choice and use of the office equipments and selection, training, placement, and
remuneration of the personnel etc. The following functions are normally considered as
administrative functions of an office:-

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Management functions
Various functions of management are also applicable to the management of a office
functions. Office work has to be planned organised and executed according to the plan.
Control is exercised to ensure efficiency of operations in the office.
 Planning
 Organizing
 Staffing,
 Directing,
 Communicating,
 Co-ordinating
 Motivating are also important for the management of offices.
Office work has to be properly planned and organized and executed according to the
plan. A proper control must be exercised over office activities and the affairs of the
different individuals and departments in the organization must be coordinated.
Instituting office systems and routines
An office has to develop systems and procedures for providing better services to other
departments. Each phase of office work is carefully analysed and a proper procedure is
developed for it. Proper sequencing of different tasks is necessary to ensure continuous
flow of work.
Procuring stationery and supplies
Adequate supply of office stationery of proper quality is necessary for the efficient
performance of office work. The office purchases standard quality paper, pens, ink and
other stationery items, maintains the stock and issues them only on demand.
Designing and control of office forms
Use of standardised forms simplifies office operations. It is the responsibility of the
office to design, standardise, provide and control the forms to be used in the office as
well as in other departments of the enterprise.
Purchasing office equipments and furniture
Efficient and economical performance of office work requires proper furniture,
equipment and machines. Office has to arrange for selection and purchase of these items
from reliable suppliers. It has also to ensure timely availability of furniture etc., to
departments and employees to facilitate proper utilisation, as well as arrange for
maintenance, servicing and replacement according to need.
Safeguarding of Assets
Different types of assets are maintained in an organisation. The assets must be protected
against damages and losses on account of fire, theft etc. An efficient control system is
exercised safeguard the assets.
Personnel Management

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The efficiency of office work depends very much on the employees. Their appointment,
training, promotion, appraisal and welfare are the functions of the office.
Maintaining Public Relations
An organisation depends on public reputation and goodwill for its existence and
progress. Maintaining public relations is also the responsibility of the office. Most
organisations have reception counters to greet and receive visitors to the organization
1.7 IMPORTANCE OF OFFICES MANAGEMENT
An office is an important unit of the whole organization which is also regarded as the
mainspring of a watch. It has its equal importance in the government sector as well as in
the private sector. It is essential for the office to perform a number of administrative as
well as clerical functions in the process of achieving the organizational objectives.
(a) Information Center: The office serves as an information center. It collects
information from sources like invoices, letters, memos, agreements, vouchers etc., and
protects them in safe mode on the basis of their importance for future reference.
(b) Proof of Existence: The office is the evidence for existence and survival of
business. As office coordinates the functions of different departments of an
organization, without office no business house can survive. People tent to generalize
about the existence of business only with the help of regular functioning of an office.
(c) Channel of Communication: The office is the channel of communication between
different people and department of business. The staffs working at various levels of
managerial hierarchy are linked with one another through office. Office transmits the
information about the functioning of different departments such as personnel, finance,
production and marketing with each other.
(d) Co-Ordination of Work: Business is divided into department and subunits for
bringing simplicity in the operation. The office will work as a coordinator to maintain
the relationship between departments. It develops productivity relationship to achieve
common goals of an organization.
(e) Centre for Formulation and communication of plan and policies: A business is
established with the objective of attaining the certain result. To achieve this result top
level manager formulate plans and policies from office. These plan and policies are
communicated to related person through the office. Therefore, the office is a center for
the formulation and communication of plans and policies.
(f) Managerial Control: The process of developing performance standard and
comparing with actual performance in order to take corrective action for deviations if
any is called controlling. The office helps in controlling the activities of different people
and department of an organization. Through controlling it ensures that the various
activities of business are performed with much accuracy.
(g) Memory Center: Office protects important information of past in a safe manner. The
departments and people generally collect needed data from the office as and when they
are required. It provides information storage facilities in the form of files and devices on
the basis of their importance for future reference. Therefore, the office is considered as
memory center.
(h) Service Center: The office works as a service center for different units and
departments of an organization. It provides clerical services like mailing, filing, typing,

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printing, supplying resource etc., to all people working in different departments of an

organization.
1.8 OFFICE CORRESPONDENCE
Office Correspondence means communication in writing between individuals
and institutions. The institution could be an office, commercial establishment, factory,
or a government department. Every office or institution needs to connect with its
customers and suppliers, its own branches in case of large offices, government and
regulatory agencies, and many others. The most effective way to interconnect is through
correspondence – the written communication. The communication could be ‘internal’
i.e. within the same institution or ‘external’ i.e. with other individuals or offices.
Communication through written media helps you reach dispersed audiences and convey
messages with minimum distortion. Since the written communication is permanent, it is
essential and often the statutory requirement in establishing and confirming office and
business transactions.
It could take many forms e.g. a letter, report, circular, notice or memorandum. It
could be sent through post or e-mail or even pasted on a notice board. The purpose of
the office correspondence is to convey ideas, reports, information, rules and directions,
policy and procedures, guidelines etc. in an impersonal way. It is not very expensive as
compared to the other forms of communication.
The written form of communication is the primary foundation of business. Other
forms of communication like telephone, mobile phones may at best aid the
communication process by adding a personal touch.
1.8.1 TYPES OF OFFICE CORRESPONDENCE:
Office correspondence can be divided into two broad categories, ‘internal’ and
‘external’.
Internal correspondence refers to the written communication within an organisation –
among individuals, departments, sections or branch offices.
External correspondence refers to correspondence with outside individuals, customers
and suppliers, banks, government and local agencies, companies or institutions etc.
The nature and form of office correspondence and hence the kind of letters, reports etc.
also depends upon the purpose of the communication and also the type of office or
department where it originates.
A). Memo
Memo- short for Memorandum (meaning – to remember) is a brief message normally
used for the routine, day to day exchange of information/ instructions within an
organisation. Usually, each organisation has its own recommended format or template
for memo writing.
B) Circulars and Notices
Circular is a printed communication intended for a wide distribution. It covers a
common issue and conveys the official policy regarding that. It is common to find
circulars affixed on a notice board in the common areas of offices.
C) Form Letter

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It is a letter on a subject of a recurring or routine nature and is required to be sent to a

large number of people. It has a standard form with some blanks (usually name and
address). Letters are then sent by filling up the relevant details and sometimes crossing
out the non-relevant area. Organisations are able to save time and money on routing
communication through form letters. These are frequently used in case of
acknowledgements and receipts, notices, appointments, etc.

D) Letters on Routine Administrative Functions

Such letters have a prescribed format and only a few details have to be filled up. Some
examples are interview letters, appointment letters, increment letters, confirmation,
promotion, termination, etc.
E) Letters on Commercial Matters
These are formal letters with a set format covering various commercial transactions.
Usual types of commercial correspondence cover issues related to enquiries, replies and
quotations, purchase orders, payment advice, complaint and adjustments, transportation
and shipping, banking and insurance matters, credit and collection, agents and agencies
etc.
F) Sales, Marketing, and Public Relations Letters
The object of this type of correspondence is to elicit a positive response from the
recipients towards the company and its products. Such letters do not have a set format
and often have to be designed keeping the type of customer and the product to be
marketed. Pre- printed product brochures, catalogues, company profile, testimonials
from important customers and other sales promotion material, samples, etc. are enclosed
along with such correspondence.
Such letters often employ a friendly, informal tone to attract attention. Examples
of such correspondence are: letter introducing a new company, product, attractive sales
promotions, attractive prices or discounts, selling subscription and renewals, welcoming
new customers or subscribers, offering additional services, membership offers, displays
and live demonstrations, follow-up on phone conversation, and so on. Public relations
correspondence is used to build public awareness of the product and services offered by
a company. Examples are: invitations to press conference, press release regarding new
products or business, clarifications regarding some adverse press or publicity, press
releases announcing major tie-ups or mergers, significant changes in top management
etc.
F) Customer Service Letters
Customer service letters are among the most important part of the office
correspondence. Skilled correspondents are able to tactfully handle issues relating to
deficiencies in quality of product or service so that the matters do not go out of control
and company’s reputation is not adversely affected. Sometimes, it may require even
deviating from the standard policy of the company.
Common types of such letters are: complaint resolution letters, apology letter,
providing clarifications regarding company policy, politely disagreeing with a
customer’s claim, etc.

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G) Confirmation Letters
It is always a good practice to confirm oral request or instructions by sending a
confirmation letter. By writing this type of confirmation letter and including a specific
request for feedback, we ensure that the oral communication has been understood
correctly. Examples are: letter confirming a supplier’s oral instructions, letter
confirming prices and discounts, letter confirming appointment, arrangements, travel
plans etc.
H) Social, Personal and Miscellaneous Letters
Some special occasions and issues call for a different type of letter than the routine
office correspondence. Examples are: Thank you letters for public service, personal
favour and advice, contribution, hospitality, favourable comments or articles in press,
professional help, invitation to dignitaries for office/ factory visit, invitation for
seminar, request for donations in serving a common social cause, congratulating
business associates on promotion or new posting or new venture, wishing speedy
recovery to an ailing employee or business associate, expressing condolences, etc,

1.9 COMMUNICATION MANAGEMENT IN AN OFFICE

Communication is the process of conveying information from one person to another
through post, by telephone, by messenger service or by any other means.
Communication is one of the fundamental functions of an office, and a process essential
for all forms of business.
The term communication has been defined as “an exchange of facts, ideas, opinions or
emotions by two or more persons.
Communication is a major function of an office. All office work, whether performed in
one department or in separate departments, is inter-related and inter-dependent. An
efficient performance of office work necessitates a regular exchange of information and
messages among individual executives, different department and life blood of a
commercial and industrial enterprise.
The success of an organization depends to a very large extent upon its ability to
communicate effectively with its employees and customers. The effective
communication service as part of the office organization
Process of Communication
According to Louis a Allen, communication is a four way process, It involves.
 Asking
 Telling
 Listening
 Understanding
According to Ernest dale, communication is a four way process, It involves.
 A sender
 A receiver
 A message

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 A motivation climate
Type of Communication
Communication may be:
1. Internal Communication
2. External Communication
Internal Communication
Internal communication is the transmission of information within an organization.
Internal communication is a lifeline of a business. It occurs between an employer and an
employee.
It is communication among employees. Internal communication is the sharing of
the information, knowledge, ideas, and beliefs between the members of the company.
Internal communication can be formal or informal. It depends upon the persons
to which we are communicating. We use informal or not so formal language with our
colleagues. The language used while communicating the head of the company is formal.
Importance of Internal Communication
One can easily find the importance of internal communication. some of them are:
 It increases productivity.
 Effective and responsive customer service.
 Easy attainment of goals.
 Reduce day-to-day conflict between team members.
 Enable fast response.
 Enable fast decision-making.
 Helps in motivating the employees.
Common Internal Communication
 Group meetings
 Company blogs
 Employee training within an organization
 Personal meetings
 Telephonic conversation between employees
 Inquiry of employee
 E-mails within an organization
 Staff communication
 Company newsletter
External Communication
External communication is the transmission of information between two
organizations. It also occurs between a business and another person in the exterior to the
company. These persons can be clients, dealers, customers, government officials or

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authorities etc. A customer’s feedback is also external communication. An organization

invests a lot of time and money to improve their image through external
communication.
Effective External Communication
One can easily find the importance of external communication. Some of them are
 Clear ideas, thoughts, and statement or the reason for communication.
 It must be two-way communication.
 Clear, error-free, formal, jargon-free, and easy language.
 Understanding the need of the audience.
 Proper choice of words for communication.
Importance of External Communication
 It presents a favorable image of an organization.
 It provides information about products and services to customers.
 Advertise the organization.
 Promote an organization
 Reduces the risks of mistakes.
Common External Communication
 Advertisement of an organization.
 Response to a customer.
 Press conference
 Annual reports and letters.
 Print media.
 Face to face meeting of two organization heads.
 Tender documents.
 Brochures. Feedbacks.
 Questionnaire.

Importance of Communication
The importance of communication may be highlighted thus communication is broadly
classified into two types.
1. Importance of Internal Communication
2. Importance of External Communication
Importance of Internal Communication
1. Communication and management control
2. Communication and coordination
3. Communication and integration
4. Communication and motivation
5. Communication and training

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Importance of External Communication

1. Communication and external environment
2. Communication and competition
3. Communication and public relation

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1.10 MAIL SERVICES IN OFFICE

Mail may be described as any written communication which passes through the
messenger, courier or the post office. There is need of continuous contacts with the
customers, suppliers, branches, departments, banks, financial institutions, government
agencies, non — government organization, and the like.

Office mail service – Types, Handling, Benefits, Components

The type of communication is varied on the basis of counterpart of
communication. Therefore, every business office receives and sends out a large volume
of correspondence on every day.
Types of Mail Service
Business mail is of three distinct types. They are listed below.
1. Incoming or inward mail.
2. Outgoing or outward mail and
3. Inter — departmental mail.
The form of these types of mails are letters, documents. packets, parcels,
telegrams, orders, remittances etc. Prompt and correct handling of mail is necessary for
achieving purpose of mail. Moreover, proper handling of mail increases the goodwill of
the business office.
Handling of Mail Service
The existing relationship of business office with outsiders is strengthened
through efficient operation or handling of mail service. Thus handling of mail is an
important supplement to other office operations, viz., making original records, typing
and duplicating etc. The mailing service should be planned and organized properly to
ensure prompt and correct handling of mail.
Benefits of Office Mail Service
In the modern globalized business world, mail service is an integral part of
office work. Hence, adequate facilities should be provided for efficient and successful
performance of mail service. An efficient mailing service offers the following benefits.
1. It ensures continuous contacts with outsiders.
2. A good impression is created in the minds of outsiders and thereby improves the
goodwill of the business.

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3. The interdepartmental co-operation is also improved with the help of efficient

mail service.
4. It helps the business office in the creation of correspondence and record keeping
of all the departments.
5. It helps to reduce the cost of the mailing service.
6. The new employee of business office gets training very easily and makes them
familiar with the organizational set up, work routine, authority and
responsibility, organization structure and the like of the firm.
Components of Mail Service
The mailing service should be planned and organized properly in order to ensure
prompt and efficient handling of mailing service. The following elements are included
in the efficient mailing service
1. Adequate facilities are provided for the mail service.
2. Creation and organization of mailing department correctly.
3. Arrangements made with post office.
4. Establishing inward and outward mail procedure.
5. Mechanization of mail service.
6. Supervision of mail service.
Arrangement with the post office
Small business often prefers to have their inward mail dropped into their letter
boxes special arrangements by big business houses are.
Postboxes
Postboxes are available on rent at certain major post offices. Any individual or
firm may rent such a box from a post office, from which he or his messenger may
collect his letters or parcels. Every post box is allocated a number, and any postal article
bearing that number is placed into that post box.
Advantages of Postboxes
Postboxes offer the following advantages:
 Regular and early delivery of correspondence
 Correspondence may write only the post box number instead of detailed
address of the addressee
 The renter or his messenger may clear the post box as and when he desires to
do so.
Post bags
Under this arrangement, a bag and a lock and a duplicate key are supplied by the
renter to the post office. All postal articles addressed to his firm are placed by the postal
authorities in that bag, which is delivered to the renter.
Advantages of Post bags
This system offers the following advantages:
 It provides a safeguard against tampering with the letters between the post
office and the firm’s office.

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 This arrangement is particular suitable in mail order business, when a large

volume of inward mail is received.
 The renter may use such bags to dispatch unregistered outward mail to the
post office.
Incoming Mail Handling Procedure
Receiving the Mail
Generally, mails are received once or twice a day as delivered by the postman,
when the volume of correspondence is large, a post box or post bag is hired in the post
office, and an office peon is sent to collect the mail from the post office. Sometimes
letters are received through the messengers of the offices. In the emerging scenario
private courier services rendering very speed post service to the office.
Sorting the Mail
After the mail has been received in the mailing department, it should be sorted
out before it is opened. It is easier to sort out sealed envelopes than different sized
pieces of paper. Private letters of the employees may be sorted out at first than
comparing to the business letters.
Business Letters should be sorted out into three groups:
 Registered and unregistered letters or mail;
 Sealed and unsealed envelopes; and
 Confidential and urgent letters, private or personal, secret, and other official
letters.
Sorting of letters means a grouping of letters on definite order. Sorted mail makes the
delivery of letters convenient and quick.
Opening the Mail
Letters may be opened by hand or by letter opening machines. A paper-knife is
mostly used in offices to split open envelopes etc. If the number of letters is very large,
a letter opening machine may be used with an advantage. In small organisations, letters
are opened by the officer or head clerk.
The following guidelines may be followed for opening the mail:
 The sorting and Opening of the mail should start atleast half an hour to one
hour before the opening time of the office.
 The office manager should see to it that the work in the office start
immediately after the opening of the mail, otherwise the time and money
spent on an early opening of the mail would be wasted.
 The staff is incharge for opening the mail should be fully conversant with the
method of sorting and opening the mail. If possible, a mailing manual should
be used in this regard. d. After an envelope has been opened, it is necessary to
remove the content from it. Empty envelopes should be fastened by a pin or
clip or stapler.
Scrutiny of Contents

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After the removal of the contents, it must be scrutinised to find out for whom
and for which department, they are meant for the sorting of letters has been done on a
departmental basis at this stage. Before sending the mail to the concerned departments,
the enclosures to the letters should be checked, compared and verified with the covering
letter to find out whether they are in order or not.
Occasionally, the enclosures may be a cheque, bank drafts, postal order or a
valuable document. If any discrepancy or omission is found while scrutinising then the
matter should be immediately brought to the notice of the mailroom supervisor. Letters
in which certain previous references are given may be sent to the filing department from
where the letters and the relevant files may be sent to the concerned department.
Stamping the Mail
After proper scrutiny is done, the date stamping of letter must be done.
Sometimes the date and time of receipt would be stamped on the letter.
For stamping of letters, a stamp is prepared which contains the serial number,
the date of receipt and time of receipt if necessary. A references stamp is attached if the
letters relate to a number of departments. A design of a special design stamp is given
below.
Recording the Mail
After the stamping work, letters received are recorded in an inward mail register
or letters received the book. Before the recording of letters in the register, the contents
are scrutinized properly so as to ensure the department to which it belongs.
The inward mail register contains
1. Serial number
2. Date of receipt
3. Senders name and address
4. Nature of contents
5. Subject of the letter in brief
6. Remarks and initials of the officer with date.
Distributing the Mail
This is the last step in the inward mailing routine. In this stage, letters are
handed over to the concerned departments. The letters are distributed through
messengers or sometimes with the help of mechanical devices like conveyor-belt or
pneumatic tubes.
Follow up Action
Follow up action is very important because it is concerned with keeping track of
mail. This stage makes an enquiry whether the letter is replied or not.

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OFFICE MANAGER
Unit 2

Office manager – Functional manager – Role of the office manager –

Essential qualities of an efficient office manager – Leadership
qualities – Managerial qualities – Administrative qualities –
Supervision and supervisors – Office Work - Reasons for measuring
office work.

2.1 INTRODUCTION
“He, who can manage, can manage everything”
-Lawrence Appley
An office manager is responsible for facilitating the efficient functioning of an office
via a range of administrative, clerical, financial and managerial tasks. An employee of a
business or organization whose duties typically include allocating physical resources such as
office space and supplies, scheduling internal events, overseeing operational staff such as
accountants, technicians, and administrative personnel, and other details necessary to run an
office in any industry or field.
An office manager is the person responsible for managing an office and keeping the company
running smoothly. This position requires a special kind of person. Not everybody is fit to be an
office manager. The duties of this job are often as diverse as the company itself. While most
departments keep to themselves and don't have a need to interact much with other departments,
the office manager needs to interact with all the departments and fully understand what is going
on in each department. Besides the CEO of a company, no one knows the ins and outs better
than the office manager.

2.2 FUNCTIONAL MANAGER

Whatever has been discussed above indicates clearly the field of activities which is the
area of an office managers operations. His functions are summarized here for the benefits of
students:
Leadership
He has to control his office. The office manager is important for the smooth running of
the organization. He is in-charge of the public relations. He helps other departments to achieve
their goals. He has complete control over the work done in the office.
Co-ordination
He has to select the persons- right persons for the right jobs.
1. He will have to work and carefully see that the policies laid down by the management
are implemented.
2. He is the connecting link between the top management and the workers. Workers
approach him for their grievances and difficulties and manager has to redress them. If
he is not able to do the needful, he must place it before the management
3. He has to work and safeguard the firm, where he is an office manager and
4. His primary duty is to the management and secondary duty to the workers. He must
please both the parties. If either one of the parties is annoyed or neglected, he will be
regarded as a bed manager.

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Recruitment of Staff
He has to select the right person for the right job. For that he invites applications,
conducts interviews and selects personnel.
Training of Staff
He provides training to the new employees as well as old employees to improve their
skill in the latest techniques of management.
Motivation
He measures the employees work and output and offers rewards which increase their
efficiency and ensure their better cooperation and lead to the promotion of the staff.
Discipline
Discipline in the office depends upon him. The rules and principles of the
management should be followed by the sub-ordinates.
He must have ability to speak. New mZethods cannot be accepted, unless full
explanation is followed. He has to convince others about the fact findings.
Accounting
He has to keep a close touch with the accounting and costing section.
Controls Stationary
He has to safeguard the furniture, fittings, machines, equipment and various types of
records.
Secretarial Services
He maintains statutory and accounts books, holds meetings, drafts reports and minutes
etc. Thus he does the secretary’s functions.
Organizer and Supervisor
He organizes and supervises the office correspondence, messenger services,
communication system, filling and indexing, protection of records etc. There is no hard and fast
rule as to the functions of an office manager. His functions depend upon the type and size of the
organization.
He has to face difficult situations very tactfully, and must have pleasing maimers
always in dealing with critical positions and in suggesting suitable ideas. He must be tactful

2.3 ROLE OF THE OFFICE MANAGER

Office managers are responsible for running the office, keeping office supplies stocked,
and making sure the company stays profitable. That's right, office managers also work with
CFOs and other financial executives of the company to make sure company expenses stay
within budget. Why? Because it is the office manager who interacts with all the departments of
a company. They make sure each department knows what they need to do. They also collect
financial and work reports from all departments. It is the office manager that interviews, selects,
and then places employees in different departments of a company. The office manager is also
the role model of the company. He or she coaches, counsels, and disciplines others as needed to
ensure productivity and a healthy work environment.
A typical job description for an office manager might be the following.
 Maintain office functions by organizing and monitoring staff.
 Keep the office organized to increase office efficiency.

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 Maintain critical records for the company and maintain a procedure for the
handling of sensitive data including storage and disposal.
 Prepare reports to keep management informed of the activities of the company.
 Schedule, assign, and oversee employees.
 Prepare annual budget and plan purchases to stay within the budget.
 Maintain a team spirit and a healthy work environment.

2.4 ESSENTIAL QUALITIES OF AN OFFICE MANAGER

What a management expects of the office manager is evident from some of his
qualifications from the viewpoint of the top management. These qualifications are
determined by the size of an organization and the relative importance placed on office
activities.
The qualities of an office manager are presented below.
1. The office manager must be able to plan the office work, organize the work
among office staff according to their ability and aptitude, direct and motivate
staff to perform the work efficiently and economically and to maintain discipline
and harmony among the staff fairly and firmly.
2. A good office manager should have as wide and varied a business experience as
possible.
3. Office manager must have a good command of language.
4. He must be a model leader to his office staff.
5. He must be deal with the problems more confidently and firmly.
6. He must be a good organizer.
7. He must be able to take sound and firmly decision but there is no hasty decision.
8. He must be well aware of office work and the purpose of doing such work.
9. He must have an ability to give clear direction to others. In other words, the
listener should understand what the office manager means.
10. He must be a common man to every office staff.
11. He must be a pioneer in doing the office work.
12. He must be sincere to do his duties.
13. He must understand the feelings of office staff and human nature.
14. He must present the office before the office hour and available throughout the
office hour.
15. He must be able to create team spirit among office staff.
16. He should have self-confidence and self-control
17. He should not get angry at any cost

2.5 LEADERSHIP QUALITIES

An effective project leader is often described as having a vision of where to go
and the ability to articulate it. Visionaries thrive on change and being able to draw new
boundaries. It was once said that a leader is someone who-
"Lifts us up. gives us a reason for being and gives the vision and spirit to

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change."
Visionary leaders enable people to feel they have a real stake in their work.
They empower people to experience the vision on their own.
Strong leadership skills promote a “following” among employees and team
members and though not all will play, everyone will have a role regardless of the
contribution to the collective effort. Keep in perspective, that the majority of individuals
on a team or organization routinely meet the minimum requirements of their task or
responsibilities and the remaining individuals either add risk or offset risk.

Fig. 2.1 Leadership qualities

Good Communicator
The ability to communicate with people at all levels is almost always named as the
second most important skill by managers. A manager’s leadership calls for clear
communication about goals, responsibility, performance, expectations and feedback. There is
a great deal of value placed on openness and directness. The manager is also the team's or
department’s link to the larger organization. The manager must have the ability to effectively
negotiate and use persuasion when necessary to ensure the success of the team or project.
Through effective communication, managers support individual and team achievements by
creating explicit guidelines for accomplishing results and for their career advancement.

Integrity
One of the most important things a manager must remember is that his or her actions,
and not words, set the modus operandi for the team. Good leadership demands commitment
to. and demonstration of. ethical practices. Creating standards for ethical behavior for oneself
and living by these standards, as well as rewarding those who exemplify these practices, are
responsibilities of leaders.
Enthusiasm
Enthusiastic leaders are committed to their goals and express this commitment
through optimism. Leadership emerges as someone expresses such confident commitment to a
project that others want to share his or her optimistic expectations. Enthusiasm is contagious
and effective leaders know it.
Empathy

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What is the difference between empathy and sympathy? Although the words are
similar, they are. in fact, mutually exclusive. According to Norman Paul, in sympathy the
subject is principally absorbed in his or her own feelings as they are projected into the object
and has little concern for the reality and validity of the object's special experience.

Competence
Simply put, to enlist in another's cause, we must believe that that person knows what
he or she is doing. Leadership competence does not however necessarily refer to the leader's
technical abilities in the core technology of the business. As project management continues to
be recognized as a field in and of itself, leaders will be chosen based on their ability to
successfully lead others rather than on technical expertise, as in the past. Having a winning
track record is the surest way to be considered competent. Expertise in leadership skills is
another dimension in competence. The ability to challenge, inspire, enable, model and
encourage must be demonstrated if leaders are to be seen as capable and competent.
Ability to Delegate Tasks
Trust is an essential element in the relationship of a leader and his or her team.
You demonstrate your trust in others through your actions - how much you check and
control their work, how much you delegate and how much you allow people to
participate.
Cool under Pressure
In a perfect world, projects would be delivered on time, under budget and with
no major problems or obstacles to overcome. But we don't live in a perfect world -
projects have problems. A leader with a hardy attitude will take these problems in stride.
When leaders encounter a stressful event, they consider it interesting, they feel they can
influence the outcome and they see it as an opportunity.
Team-Building Skills
A team builder can best be defined as a strong person who provides the
substance that holds the team together in common purpose toward the right objective. In
order for a team to progress from a group of strangers to a single cohesive unit, the
leader must understand the process and dynamics required for this transformation.
Problem Solving Skills
Although an effective leader is said to share problem-solving responsibilities
with the team, we expect our leaders to have excellent problem-solving skills
themselves. They have a "fresh, creative response to here-and-now opportunities," and
not much concern with how others have performed them. (Kouzes 1987)
2.6 MANAGERIAL QUALITIES
Office managers essentially ensure the smooth running of an office on a day-to-
day basis and may manage a team of administrative or support staff. Responsibilities
typically include:
❖ Organising meetings and managing databases
❖ Booking transport and accommodation
❖ Organising company events or conferences
❖ Ordering stationery and furniture
❖ Dealing with correspondence, complaints and queries

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❖ Preparing letters, presentations and reports

❖ Supervising and monitoring the work of administrative staff
❖ Managing office budgets
❖ Liaising with staff, suppliers and clients
❖ Implementing and maintaining procedures/office administrative systems
❖ Delegating tasks to junior employees
❖ Organising induction programmes for new employees
❖ Ensuring that health and safety policies are up to date
❖ Using a range of software packages
❖ Attending meetings with senior management
❖ Assisting the organisation's function by keeping personnel records up to date,
arranging interviews and so on.

2.7 ADMINISTRATIVE QUALITIES

The best quality of an administrator is organizing. A good administrator should have
first patience and good communication skills to be able to understand and answer questions,
have a positive body language, and the natural like of helping people and doing other tasks.
❖ Communication Skills. Communication, interpersonal relationship and listening skills
are possibly the top desired qualities every company looks for in an administrative
assistant
❖ Organizational Skills
❖ Time Management Skills
❖ Dependability and Reliability.
❖ Confidentiality
❖ Customer or Client Service Orientation
2.8 SUPERVISION AND SUPERVISORS
❖ Ensuring that the work is done as per schedule
❖ Exercising regular control over the quantity and quality of the work
❖ Reporting arrears of work , if any , to the office staff
❖ Ensuring punctuality
❖ Controlling the use of stationery and other supplies
❖ Maintaining the equipment etc. in proper working conditions
❖ Maintaining the office m well organized clean and tidy
The office manager should stand above the internal political and co-ordinate their
activities for the benefit of the organization as a whole. Moreover, he should ensure that there is
good co-ordinnation at his own level.
Thus, there must be full co-operation between the office manager and the managers of
other functional departments for the efficient performance of all the functions of the
management. They should not he state to consult other functional managers frequently. This will
enable him to know what information is likely to be necessary so that he may keep proper
records and nothing more or less. Unwanted records shall only lead to excessive cost.

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