II PAPER - I PART

Office:
An office is a place where professional or administrative work is done. It is typically a place where
people go to work, perform tasks, and conduct business. Offices may be private or public, and they
can be located in a variety of settings, including office buildings, stores, schools, hospitals, or
government buildings. Offices may be small or large, and they may be used for a variety of
purposes, including administrative tasks, customer service, sales, research, and other activities.
Offices are typically equipped with desks, chairs, computers, and other equipment, and they may
also have meeting rooms, conference rooms, and other facilities. The purpose of an office is to
provide a space where people can work effectively and efficiently, and to support the needs of the
organization or business that occupies it.
Main role or work of an office are:
1. Managing and organizing work
2. Communicating with employees and stakeholders
3. Managing staff and resources
4. Ensuring compliance with laws and regulations
5. Maintaining accurate and up-to-date records
6. Responding to customer inquiries and complaints
7. Managing budgets and financial resources
8. Implementing security protocols and procedures
9. Maintaining the physical space of the office
10. Ordering and maintaining supplies and equipment

Office layout:
Office layout aims to achieve the smooth performance of official work. It helps to increase the
profit of any business organization. Office layout provides comfort to the employees in their work
by creating a systematic layout of departments and physical facilities. Effective office layout
ensures a smooth flow of work. It helps the manager to monitor and supervise the activities of his
staff. Good office layout ensures effective inter-communication among staff members and
departments.
There are several objectives of the office layout and some of them are mentioned below:
1. Utilization of floor space
2. smooth flow of wok
3. Minimize risk
4. Maintain safety and security
5. Effective supervision and control
6. Provides facilities to employee and customer
Importance of the office layout are mentioned below:
1. Proper utilization of floor space
2. Effective supervision
3. Facilitates for intercommunication
4. Better use of office machine and equipment
5. Provides comfort and increases efficiency
Business office:
A business office is a place where professional or administrative work is done in the context of a
business or commercial enterprise. It is typically a place where people go to work, perform tasks,
and conduct business related to the operation of the company. Business offices may be private or
public, and they can be located in a variety of settings, including office buildings, stores, schools,
hospitals, or government buildings. Business offices may be small or large, and they may be used
for a variety of purposes, including administrative tasks, customer service, sales, research, and
other activities.
Business offices are typically equipped with desks, chairs, computers, and other equipment, and
they may also have meeting rooms, conference rooms, and other facilities. The purpose of a
business office is to provide a space where people can work effectively and efficiently, and to
support the needs of the business or organization that occupies it.
Types of business offices are:
1. Administrative offices: These are the central offices of a business or organization, and they
are typically responsible for managing the overall operation of the company.
Administrative offices may include departments such as finance, human resources,
marketing, and sales.
2. Sales offices: These offices are responsible for promoting and selling the products or
services of a company. Sales offices may include sales departments, sales teams, and sales
representatives.
3. Customer service offices: These offices are responsible for interacting with customers and
clients, and they may handle inquiries, complaints, and requests for assistance. Customer
service offices may include call centers, help desks, and other support services.
4. Manufacturing offices: These offices are responsible for managing the production of goods
or products. Manufacturing offices may include production departments, quality control
teams, and engineering departments.
5. Research and development offices: These offices are responsible for conducting research
and developing new products, processes, or technologies. Research and development
offices may include research teams, engineers, and scientists.
 6. Marketing offices: These offices are responsible for promoting and marketing the products
or services of a company. Marketing offices may include marketing departments,
advertising agencies, and public relations firms.
7. Financial offices: These offices are responsible for managing the financial resources of a
company, including budgeting, accounting, and financial planning. Financial offices may
include finance departments, accounting firms, and investment companies.
8. Legal offices: These offices are responsible for providing legal advice and representation
to a company. Legal offices may include law firms and in-house legal departments.
Government office:
A government office is a place where professional or administrative work is done in the context of
a government or public sector organization. It is typically a place where people go to work, perform
tasks, and conduct business related to the operation of the government. Government offices may
be located in a variety of settings, including office buildings, schools, hospitals, or government
buildings. Government offices may be small or large, and they may be used for a variety of
purposes, including administrative tasks, customer service, research, and other activities.
Government offices may involve a range of duties and responsibilities, including setting policies,
making decisions, overseeing the operation of government agencies, and interacting with the
public. The purpose of a government office is to provide a space where people can work effectively
and efficiently, and to support the needs of the government or public sector organization that
occupies it.
Office of Government Investment:
The office which is established by the investment of government in the public sector for the
production and distribution of goods and services of daily necessities at the responsible price is
called the office of the government investment. It is also known as public enterprises.
The primary objective of this office is to provide goods and services to the general people. It
provides goods and services of daily necessities at a reasonable price. It is managed and controlled
by the board of cooperation and Joint Stock Company. The office of Nepal Airlines Corporation,
Nepal Oil Corporation, Nepal Telecom Company and Nepal Electricity Authority are some
examples of office of government investment.
It is managed by the government nominating board of directors or representatives. It is an industrial
or commercial undertaking, which involves in the production and distribution of goods and
services in order to meet its expenses. It maintains its accounts independently. It is a distinct legal
entity having a corporate status. It has a perpetual life with limited liabilities. It uses a common
seal as its official signature. It is established for the public service and welfare, sound industrial
and commercial base and upliftment of economy of the country.
Importance of Office of Government investment:
1. Establishment of the Key and Heavy Industries
2. Avoid Uncertainty
3. Planned Development
4. Balance Development
5. Creation of Employees
6. Development of Infrastructures
7. Public Utility Concern
8. Accelerate Economic Growth

Similarities and differences between government and business offices:

Similarities:
1. Both types of offices involve planning and organizing work, managing staff and resources,
and ensuring that the office operates efficiently and effectively.
2. Both types of offices have a hierarchy of leadership and decision-making, with higher
levels of management responsible for setting goals and policies, and lower levels of
management responsible for implementing them.
3. Both types of offices have employees who perform a range of tasks and responsibilities,
and both types of offices may have employees with specialized skills or expertise.
4. Both types of offices may have committees, boards, or other groups that are responsible
for making decisions or providing oversight.
Differences:
1. The primary purpose of a government office is to serve the public, while the primary
purpose of a business office is to generate profits.
2. Government offices are funded by tax dollars, while business offices are funded by profits
or other sources of revenue.
3. Government offices are subject to a range of laws and regulations, including transparency
and accountability laws, while business offices are primarily subject to business laws and
regulations.
4. Government offices often have a greater focus on public service and the common good,
while business offices may have a greater focus on competition and maximizing profits.

Office management:
Office management refers to the processes and practices involved in managing and organizing a
business office or organization. It involves a range of activities and responsibilities, including
planning and organizing work, communicating with employees and stakeholders, managing staff
and resources, and ensuring the smooth operation of the office. Office management is typically
responsible for setting goals and objectives for the office, developing strategies and systems for
achieving them, and ensuring that the office operates efficiently and effectively. It also involves
managing budgets and financial resources, as well as ensuring compliance with laws and
regulations. The goal of office management is to ensure that the office runs smoothly and
effectively, and that the needs of employees, clients, and other stakeholders are met.
Elements of office management are:
1. Planning and organizing 6. Security
2. Communication 7. Facility management
3. Staff management 8. Supply management
4. Record-keeping 9. Time management
5. Customer service 10. Risk management
Features/objectives of office management are:
1. Planning and organizing work
2. Managing staff and resources
3. Ensuring compliance with laws and regulations
4. Maintaining accurate and up-to-date records
5. Communicating with employees and stakeholders
6. Responding to customer inquiries and complaints
7. Managing budgets and financial resources
8. Implementing security protocols and procedures
9. Maintaining the physical space of the office
10. Ordering and maintaining supplies and equipment
Office staff:
Office staff refers to employees who work for an agency or other any organization, such as a
company, county, or state government. These employees may have a wide range of
responsibilities, depending on the specific agency or organization they work for. Some common
roles within public office staff include:
1. Clerical staff: These employees may handle tasks such as answering phones, managing
correspondence, and maintaining records.
2. Administrative assistants: These employees may be responsible for supporting the work of
public officials or other high-level staff, handling tasks such as scheduling appointments,
preparing documents, and managing communication.
3. Customer service staff: These employees may interact with the public, answering questions
and assisting with requests related to the agency or organization.
4. Law enforcement officers: These employees may work for agencies such as police
departments, sheriffs' offices, or border patrol, and may be responsible for maintaining law
and order, enforcing laws, and protecting the public.
5. Policy analysts: These employees may research and analyze policy issues, and may be
responsible for providing recommendations to decision-makers on policy matters.
There are many other roles within public office staff, depending on the specific needs of the agency
or organization.
Office Assistant:
An office assistant is a person who performs administrative tasks to support the operations of a
government agency or other public organization. These tasks may include answering phones,
managing correspondence, scheduling appointments, organizing files, and providing general
support to other staff members. Office assistants may work for a variety of different types of public
organizations, including federal, state, and local governments, as well as non-profit organizations
that receive funding from government sources.
Office assistants may work under the supervision of an office chief or other senior staff member,
and may be responsible for communicating with other staff, clients, and vendors as needed. They
may also be responsible for maintaining office equipment and supplies, and ensuring that the office
runs smoothly and efficiently
Duties of an office assistant:
1. Answering phones and directing calls to the appropriate staff member
2. Managing correspondence, including sorting and distributing mail and preparing outgoing
mail for delivery
3. Scheduling appointments and meetings for staff members
4. Maintaining office files and records, including organizing and filing documents and
maintaining electronic databases
5. Providing general support to other staff members, including assisting with tasks as needed
6. Handling financial transactions, such as processing invoices and payments
7. Managing the flow of paperwork, including routing documents to the appropriate staff
member for review or approval
8. Coordinating the schedules of multiple staff members, including managing shared
calendars and scheduling meetings and appointments
9. Maintaining office equipment and supplies, including ordering supplies as needed and
troubleshooting equipment issues
10. Assisting with the preparation of reports and other documents, including formatting and
proofreading documents as needed.
Qualities of an Office Assistant are:
1. Attention to details
2. Organizational skills
3. Communication skills
4. Punctuality
5. Politeness
6. Good health and hygiene
7. Time management skills
8. Tactfulness
9. Formal and fitting attire
10. Patience
Office chief:
The office chief is the executive head of an organization. He is the boss and leader of the
organization. An office chief is also called as Chief Executive, General Manager, Managing
Director and Executive director. It is the responsibility of the office chief to set plans and policies,
organizational goals and to maintain stability in the organization. An office chief divides the work
among the people working in an organization. He evaluates the performance with the standards
and makes the necessary amends in the organization. One of the major functions of the office chief
is to make reports to the board of directors and the public.
The duties of office chief are:
• Setting the objectives of the organization.
• Preparing long term and short-term plans and policies if the organization.
• Managing the necessary human and other resources.
• Dividing the work among the people working in the organization.
• Maintaining good public relations.
• Maintaining good accounting system in the organization.
• Evaluating the performance of the staffs and departments.

Office resources:
Office resources are the materials, equipment, and other resources that are used in an office to
support the work of employees. They can include physical resources such as computers, printers,
office furniture, and office supplies, as well as intangible resources such as meeting rooms, break
rooms, and kitchen facilities. Office resources are essential for helping employees to complete
their work efficiently and effectively, and can include both general resources that are used by all
employees and specialized resources that are specific to certain tasks or roles.
Importance of office resources:
1. Improved productivity: Office resources can help employees to work more efficiently and
effectively, increasing productivity and output.
2. Enhanced collaboration: Office resources such as video conferencing and online
collaboration tools can help employees to work together more effectively, regardless of
location.
3. Enhanced communication: Office resources such as telephones, email, and messaging tools
can help employees to stay connected and communicate with each other more easily.
4. Increased organization: Office resources such as file folders, filing cabinets, and project
management software can help employees to better organize their work and stay on track.
5. Improved customer service: Office resources such as customer relationship management
software and telephone systems can help employees to better serve and communicate with
customers.
 6. Enhanced professional image: Quality office resources can help to create a professional
image and enhance the reputation of the company.
7. Increased flexibility: Office resources such as laptops and mobile devices can help
employees to work from anywhere, increasing flexibility and the ability to respond to
changing needs.
8. Enhanced security: Office resources such as security systems and data backup systems can
help to protect the company's assets and ensure data integrity.
9. Cost savings: Office resources such as energy-efficient equipment and software can help
to reduce costs and improve the bottom line.
10. Improved employee satisfaction: Office resources that support the work and needs of
employees can help to improve morale and job satisfaction.

Communication:
Communication refers to the exchange of information and ideas within an office or organization.
It is an essential part of office management and is critical to the success of any organization.
There are several types of office communication, including:
• Verbal communication
• Written communication
• Nonverbal communication
• Digital communication

Effective office communication is important for sharing information, collaborating, decision

making, problem solving, and maintaining relationships. It allows individuals to work together
effectively and achieve the goals of the organization.
Importance of communication in office management:
1. Allows for the sharing of information and ideas.
2. Enables collaboration and teamwork.
3. Facilitates decision making.
4. Helps to identify and resolve problems.
5. Maintains relationships with clients and stakeholders.
6. Improves efficiency.
7. Resolves conflicts.
8. Builds trust and promotes a positive work environment.
9. Promotes transparency.
10. Enhances productivity.
Need of communication:
1. To share information and ideas.
2. To coordinate tasks and activities.
3. To build and maintain relationships.
4. To resolve conflicts and misunderstandings.
5. To facilitate decision making.
6. To solve problems.
7. To collaborate and work as a team.
8. To express emotions and feelings.
9. To persuade and influence others.
10. To establish and maintain social connections.
Qualities of effective communication:
1. Clarity: Communication should be clear and concise, with the intended message being easily
understood by the recipient.
2. Accuracy: The information conveyed through communication should be accurate and up-to-
date.
3. Brevity: Communication should be brief and to the point, without unnecessary information or
filler.
4. Completeness: Communication should be complete, with all relevant information being
conveyed.
5. Conciseness: Communication should be concise, with the message being conveyed in as few
words as possible.
6. Effectiveness: Communication should be effective in achieving its intended purpose.
7. Empathy: Communication should be empathetic, taking into account the perspective and needs
of the recipient.
8. Listening: Communication should involve active listening, with both parties paying attention
to what is being said.
9. Respect: Communication should be respectful, with both parties treating each other with
dignity and respect.
10. Transparency: Communication should be transparent, with all parties being open and honest
with each other.
Q. Barriers to effective communication are:
1. Lack of clarity: If the message is not clear or specific, it can lead to misunderstandings and
confusion.
2. Language barriers: If the people communicating do not speak the same language or have
difficulty understanding each other, it can hinder communication.
3. Different communication styles: People have different ways of communicating, and a
mismatch in communication styles can lead to misunderstandings and difficulty in getting a
message across.
4. Distractions: Noise, interruptions, and other distractions can make it difficult to focus on and
effectively communicate a message.
5. Emotional barriers: Negative emotions such as anger, fear, or resentment can interfere with
effective communication and make it difficult to convey a message.
6. Lack of attention: If people are not paying attention or are multitasking, it can be difficult to
effectively communicate a message.
7. Poor listening skills: If people are not actively listening and engaging in the conversation, it
can lead to misunderstandings and difficulty in conveying a message.
8. Lack of trust: If there is a lack of trust between the people communicating, it can hinder
effective communication.
To improve communication in an office setting, it is important to be clear and specific when
conveying a message, consider the audience and their needs, and make an effort to actively listen
and engage in the conversation.
Different instruments/means of communication are:
1. Verbal communication: This involves using words and language to convey a message. This
can be through speaking or writing, and can include face-to-face conversations, phone calls,
text messages, and emails.
2. Written communication: Written communication is a way of conveying a message using
written words. It can take many forms, including letters, emails, texts, and social media
messages. There are several advantages to using written communication. It allows you to
carefully consider and organize your thoughts before conveying them to others. It also allows
you to clearly convey your message, as you have the opportunity to review and revise your
writing before sending it. Additionally, written communication allows for a record of the
conversation, which can be useful for reference or documentation purposes.
Overall, written communication is a useful tool for conveying information and ideas, but it is
important to consider the context and audience when using it.
3. Visual communication: This involves using images and graphics to convey a message. This
can include photographs, videos, charts, diagrams, and other visual aids.
4. Digital communication: This involves using technology to communicate, such as social media,
messaging apps, and video conferencing.
5. Sign language: This is a way of communicating using hand gestures and facial expressions to
convey meaning. It is used by people who are deaf or hard of hearing.
6. Braille: This is a system of raised dots that can be read by touch, used by people who are blind
or have low vision.
7. Other instruments of communication include written communication, such as letters, memos,
and reports; and public speaking, such as presentations, lectures, and speeches.
Correspondence:
Correspondence refers to the exchange of written communications between individuals or
organizations. This may involve sending and receiving letters, emails, or other types of written
communication. The purpose of correspondence is to facilitate communication and exchange of
information between parties.
In business and government settings, correspondence is often an important part of record keeping,
as it can provide a written record of decisions, agreements, or other important information.
Correspondence may also be used to maintain relationships with customers, clients, or other
stakeholders.
Overall, correspondence is an important tool for facilitating communication and exchange of
information in a variety of settings.
Business correspondence:
It refers to the exchange of written communications between businesses or organizations, or
between businesses and individuals. It is an important tool for maintaining relationships with
customers, clients, or other stakeholders, and for conducting business transactions.
There are several types of business correspondence, including:
1. Letters
2. Emails
3. Memos
4. Faxes
Business correspondence is an important part of record keeping, as it can provide a written record
of decisions, agreements, or other important information. It is also an important tool for
maintaining relationships with customers, clients, or other stakeholders.
Government correspondence:
It refers to the exchange of written communications between government agencies or
organizations, or between government agencies and individuals. It is an important tool for
conducting official business, maintaining relationships with stakeholders, and sharing information.
There are several types of government correspondence, including:
1. Letters
2. Emails
3. Memos
4. Faxes

Government correspondence is an important part of record keeping, as it can provide a written

record of decisions, agreements, or other important information. It is also an important tool for
maintaining relationships with stakeholders, such as other government agencies, businesses, or
members of the public.
Important points to consider when drafting government/business correspondence are:
1. Tone: Use a professional and respectful tone that is appropriate for the intended audience.
2. Format: Follow the standard format for government letters, which includes a heading, date,
address of the recipient, a subject line, an introduction, the body of the letter, a conclusion, and
a closing.
3. Language: Use clear and concise language that is easy to understand. Avoid jargon or technical
terms that may be unfamiliar to the reader.
4. Purpose: Clearly state the purpose of the correspondence in the subject line or introduction.
5. Accuracy: Ensure that all information in the correspondence is accurate and up-to-date.
6. Confidentiality: Consider whether the correspondence contains sensitive or confidential
information, and handle it accordingly. This may involve using appropriate confidentiality
clauses or other measures to protect the information.
7. Audience: Consider the intended audience and tailor the correspondence accordingly.
8. Clarity: Make sure the correspondence is easy to read and understand.
9. Concision: Keep the correspondence as brief as possible while still conveying the necessary
information.
10. Proofreading: Proofread the correspondence carefully to ensure there are no errors.

Q. A personal letter and a government letter can be differentiated on the basis of:
1. Purpose: Personal letters are usually written for personal or informal purposes, such as
keeping in touch with friends or family, or expressing personal opinions or feelings.
Government letters, on the other hand, are usually written for official or formal purposes,
such as conveying official information, making requests, or conducting business.
2. Format: Personal letters generally have a less formal format than government letters. They
may not have a heading or a subject line, and may be more relaxed in tone. Government
letters, on the other hand, typically have a more formal format, with a heading, date, address
of the recipient, a subject line, and a closing.
3. Language: Personal letters may use more casual or colloquial language, while government
letters generally use more formal language.
4. Audience: Personal letters are usually addressed to friends, family, or other individuals,
while government letters are often addressed to organizations or agencies.
5. Confidentiality: Personal letters are usually not subject to the same level of confidentiality
as government letters, which may contain sensitive or confidential information.
6. Signature: Personal letters are usually signed by the writer, while government letters are
often signed by an official representative of the government agency or organization.
Overall, the main difference between personal letters and government letters is the level of
formality and the purpose for which they are written.
Q. Important things to consider when drafting a letter to be used in a government office:
1. Tone: Use a professional and respectful tone.
2. Format: Follow the standard format for government letters.
3. Language: Use clear and concise language that is easy to understand.
4. Purpose: Clearly state the purpose of the letter in the subject line or introduction.
5. Accuracy: Ensure that all information in the letter is accurate and up-to-date.
6. Confidentiality: Handle sensitive or confidential information with care.
7. Audience: Consider the intended audience and tailor the letter accordingly.
8. Clarity: Make sure the letter is easy to read and understand.
9. Conciseness: Keep the letter as brief as possible while still conveying the necessary
information.
10. Proofreading: Proofread the letter carefully to ensure there are no errors.

Registration:
Registration refers to the process of officially recording or documenting information about a
person or entity, such as their name, address, contact information, or other identifying details. In a
public office setting, registration may be required for a variety of purposes, such as to register as
a voter, to obtain a government-issued ID or license, to register a business, to register a complaint
or request for service, or to register for a program or service offered by the government.
Registration processes may vary depending on the specific requirements of the public office and
the type of information being recorded. In some cases, registration may involve completing a
written application or form and submitting it to the appropriate agency or department, along with
any required documentation or fees. In other cases, registration may be done online or through
electronic means, such as through a government website or by using a mobile app. Regardless of
the specific process, the goal of registration in a public office setting is typically to ensure that
accurate and up-to-date records are kept and to facilitate the efficient and effective delivery of
services and programs to the public.
Importance of Registration are:
1. To accurately record and maintain records of individuals or entities that interact with the
government
2. To verify the identity of individuals or entities seeking access to government services or
programs
3. To facilitate the efficient and effective delivery of services and programs to the public
4. To ensure compliance with laws, regulations, and policies
5. To support decision-making and problem-solving processes
6. To protect the public interest and serve the needs of the community
7. To maintain the integrity and reputation of the organization
8. To ensure the accuracy and completeness of records and data
9. To facilitate communication and collaboration between different departments and agencies
10. To support research, analysis, and evaluation efforts.

Key points to consider before doing registration in a public office setting:

1. Determine the purpose of the registration:
2. Gather the necessary information and documentation:
3. Understand the process and any requirements:
4. Check for any eligibility requirements:
5. Follow the instructions and complete the process accurately:
6. Keep a copy of your registration:

Types of Registration:
Main registration and Section registration may refer to two different types of registration processes
or systems used to record and maintain records of individuals or entities.
Main registration typically refers to the primary or central registration system used by an
organization to record and maintain records of individuals or entities. This system may be used to
store a wide range of information, such as personal or business details, contact information, and
other identifying details.
On the other hand, section registration may refer to a specialized registration system used by a
particular department or division within the organization to record and maintain records related to
a specific area or function. For example, a public office may have a separate section registration
system for voter registration, business registration, or license registration. Section registration
systems may be used to store more specialized or detailed information related to a specific area or
function, and they may be used to support the work of a particular department or division within
the organization.
The main difference between main registration and section registration is that main registration is
typically the central or primary registration system used by an organization, while section
registration is a specialized system used by a particular department or division within the
organization.

Dispatch:
Dispatch refers to the process of sending out or delivering a document, letter, package, or other
item from one location to another. Dispatch may involve physically delivering the item in person,
or it may involve sending the item through the mail or a courier service.
In a public office setting, dispatch may be used to deliver a variety of items, such as official
documents, correspondence, packages, or other materials. Dispatch is an important function in a
public office setting as it helps to ensure that important documents, correspondence, and other
materials are delivered promptly and efficiently to their intended recipients. It is also used to
support the efficient and effective communication and coordination of activities within the
organization and with external stakeholders.
Importance of dispatch are:
1. To ensure that important documents, correspondence, and other materials are delivered
promptly and efficiently to their intended recipients.
2. To support the efficient and effective communication and coordination of activities within the
organization and with external stakeholders.
3. To maintain the integrity and reputation of the organization by ensuring that important
materials are delivered in a timely and secure manner.
4. To facilitate the efficient and effective delivery of services and programs to the public.
5. To support decision-making and problem-solving processes by ensuring that relevant
information and materials are delivered to the appropriate individuals or departments.
6. To ensure compliance with laws, regulations, and policies related to the handling and delivery
of materials.
7. To protect the confidentiality of sensitive materials by handling them in a secure and
appropriate manner.
8. To facilitate the tracking and monitoring of materials as they are dispatched and delivered.
9. To support research, analysis, and evaluation efforts by ensuring that relevant materials are
delivered to the appropriate individuals or departments.
10. To support the overall operations and functions of the organization by ensuring that materials
are delivered in a timely and efficient manner.

Key points to consider before doing dispatch are:

1. Determine the purpose of the dispatch
2. Gather the necessary materials and documents
3. Verify the recipient's contact information:
4. Choose the most appropriate delivery method
5. Prepare any necessary documentation
6. Follow any applicable laws, regulations, or policies
7. Track and monitor the dispatch
Relation between registration, dispatch and correspondence in office procedures:
In an office setting, the terms "registration," "dispatch," and "correspondence" refer to different
stages in the process of handling documents and communications.
Registration refers to the process of recording and organizing incoming documents, such as letters,
memos, and reports. This may involve assigning each document a unique identification number
and recording it in a register or database. The purpose of registration is to keep track of all
incoming documents and ensure that they are properly filed and stored for future reference.
Dispatch refers to the process of sending out documents or communications, such as letters,
memos, or packages. This may involve preparing the documents for mailing, making copies, or
sending them electronically. The purpose of dispatch is to ensure that the documents are delivered
to their intended recipients in a timely manner.
Correspondence refers to the exchange of written communications between individuals or
organizations. This may involve sending and receiving letters, emails, or other types of written
communication. The purpose of correspondence is to facilitate communication and exchange of
information between parties.
In summary, registration, dispatch, and correspondence are all important office procedures that
help to ensure the effective and efficient handling of documents and communication in an office
setting.

Notice, Circular and Order:

Notices are an important tool for communicating important information to the public in a formal
and official manner. In a public office setting, notices can be used to inform the public about
various matters, such as:
• Public meetings and events
• Changes to policies or procedures
• Updates on projects or initiatives
• Requests for public input or feedback
• Legal notices or announcements
Notices can be posted on the public office's website, published in a local newspaper, or posted in
a public location such as a bulletin board.
Importance of notice are:
1. Providing information about public meetings and events
2. Announcing changes to policies or procedures
3. Sharing updates on projects or initiatives
4. Seeking public input or feedback
5. Giving legal notices or announcements
6. Ensuring transparency and accountability
7. Demonstrating commitment to open and honest communication
 8. Allowing the public to participate in important decisions
9. Maintaining a professional image
10. Promoting effective communication with the community.
A circular is a written document that is distributed to a large group of people, typically to inform
them of a specific policy, procedure, or decision. In a public office setting, a circular may be used
to communicate important information to employees, stakeholders, or the general public.
Some examples of the types of information that may be included in a circular in a public office
setting include:
• Changes to policies or procedures
• Updates on projects or initiatives
• Information about upcoming events or meetings
• Announcements of promotions or hires
• Reminders about deadlines or important dates
• Information about training or professional development opportunities
Circulars can be an effective way for a public office to communicate important information to a
large group of people in a timely and efficient manner. They can also help to ensure that everyone
is aware of and understands important policies, procedures, or decisions that may affect them.
Importance of circular are:
1. Communicating important information to a large group of people
2. Providing updates on projects or initiatives
3. Announcing changes to policies or procedures
4. Informing employees or stakeholders of upcoming events or meetings
5. Announcing promotions or hires
6. Reminding people of deadlines or important dates
7. Providing information about training or professional development opportunities
8. Ensuring that everyone is aware of and understands important policies, procedures, or
decisions
9. Maintaining a professional image
10. Promoting effective communication within the organization.
Order in the context of public office is a directive or instruction issued by a higher authority, such
as a government agency, department, or official, to a lower level of the organization or to an
individual employee. Orders may be issued in writing or orally, and they may relate to a specific
task or responsibility that must be carried out, or to a policy or procedure that must be followed.
Orders are used to communicate the expectations and requirements of the organization and to
ensure that tasks and responsibilities are carried out properly. It is important for public officials
and employees to follow orders in order to maintain the efficiency and integrity of the organization.
Importance of order are:
1. To ensure that tasks and responsibilities are carried out properly and efficiently
2. To communicate the expectations and requirements of the organization
3. To maintain the integrity and reputation of the organization
4. To protect the public interest and serve the needs of the community
5. To ensure compliance with laws, regulations, and policies
6. To maintain order and discipline within the organization
7. To coordinate the efforts of different departments and divisions
8. To delegate authority and assign tasks effectively
9. To support decision-making and problem-solving processes
10. To establish clear lines of communication and accountability within the organization.

Tippani (Memo)
Tippani refers to a written statement or record of work that has been completed. In an office setting,
Tippani may be used to document the status of a project or the progress of work on a particular
task.
Tippani may be used as a way to keep track of the work that has been done, and to ensure that
everyone is informed about the status of a project or task. It may also be used to document any
issues or challenges that have arisen during the course of the work, as well as any solutions that
have been implemented.
Overall, Tippani is an important tool for keeping track of progress and ensuring the quality of work
in an office setting. It helps to ensure that everyone is informed and on the same page, and it can
help to identify and resolve any issues or challenges that may arise during the course of a project.
Importance of Tippani in office:
1. To document the progress of work on a project or task.
2. To identify and resolve any issues or challenges that may arise during the course of a
project.
3. To ensure the quality of the work being completed.
4. To provide guidance or direction to others working on a project.
 5. To inform others about the status of a project or task.
6. To keep everyone informed and on the same page.
7. To provide a written record of the work that has been completed.
8. To track the progress of projects over time.
9. To identify areas that need further attention or improvement.
10. To facilitate effective communication and collaboration within the organization.
Qualities of Tippani:
1. Accuracy: The Tippani should provide an accurate and complete record of the work that has
been completed.
2. Clarity: The Tippani should be written in a clear and concise manner, so that it is easy to
understand and follow.
3. Timeliness: The Tippani should be created and distributed in a timely manner, so that everyone
is kept up-to-date on the progress of a project or task.
4. Relevance: The Tippani should include information that is relevant and useful to those who
need to know about the progress of the work.
5. Detailed: The Tippani should provide enough detail to give a full understanding of the work
that has been completed, as well as any issues or challenges that may have arisen.
6. Professional: The Tippani should be written in a professional manner, using appropriate
language and formatting.
7. Organized: The Tippani should be well-organized, with information presented in a logical and
easy-to-follow manner.
8. Concise: The Tippani should be as brief as possible, while still providing all necessary
information.
9. Consistent: The Tippani should be consistent with any other documents or records related to
the project or task.
10. Complete: The Tippani should include all necessary information and be considered a complete
record of the work that has been completed.
Points to be considered for drafting Tippani:
1. Define the purpose of the Tippani and the information that needs to be communicated.
2. Determine the appropriate format for the Tippani.
3. Identify the key points that need to be included in the Tippani.
4. Use clear and concise language.
5. Organize the content in a logical and easy-to-follow manner.
6. Ensure consistency with other documents or records related to the project or task.
7. Use appropriate language and formatting to ensure professionalism.
8. Create and distribute the Tippani in a timely manner.
9. Address any confidentiality issues that may need to be considered.
10. Review the Tippani before distributing it to ensure accuracy and completeness.

Sample of Tippani:

Q. How does a good report make office procedure more effective?

A good report can make office procedures more effective by clearly and concisely presenting
information and analysis that can help inform decision making and guide the development of new
procedures. A well-written report can also provide a clear record of what has been done and what
needs to be done, making it easier for team members to understand their roles and responsibilities
and to work together more efficiently.
Some specific ways that a good report can make office procedures more effective include:
1. Identifying problems or areas for improvement: A report can highlight issues that are
causing problems or slowing down procedures, allowing managers to identify and address
these issues.
2. Providing data and analysis: A report that includes data and analysis can help managers
make more informed decisions about how to improve procedures.
3. Recommending solutions: A report can include recommendations for how to solve
problems or improve procedures, providing a clear path forward for implementing change.
4. Documenting progress: A report can provide a record of what has been done and what
needs to be done, helping team members stay organized and focused on their tasks.
5. Enhancing communication: A well-written report can help improve communication
between team members and departments, promoting a more collaborative and efficient
work environment.

Record:
A record is a document or piece of information that is created, stored, and maintained for the
purpose of providing evidence of an activity, transaction, or event. Records can be created in a
variety of formats, including paper documents, electronic documents, audio recordings, video
recordings, and digital images.
Records are typically created to provide a permanent record of an activity, transaction, or event,
and are used to support decision-making, provide evidence of compliance with legal or regulatory
requirements, and document the history and operations of an organization. Records can also be
used to support the continuity of business operations, by providing information that is needed to
carry out current and future activities.
Objectives or significance of record management:
1. To provide evidence of an activity, transaction, or event
2. To support decision-making
3. To meet legal and regulatory requirements
4. To document the history and operations of an organization
5. To improve efficiency and productivity
6. To reduce the risk of lost or damaged records
 7. To support the continuity of business operations
8. To facilitate communication and collaboration within an organization
9. To support planning and forecasting activities
10. To provide a basis for evaluating the effectiveness and efficiency of business processes.

Types of Records:
Some common types of records that may be found in an office include:
1. Financial records: These may include invoices, receipts, bank statements, and other records
related to financial transactions and activities.
2. Personnel records: These may include employee files, payroll records, and records related
to employee benefits and performance.
3. Legal records: These may include contracts, legal documents, and other records related to
legal matters.
4. Operational records: These may include records related to the day-to-day operation of the
business, such as meeting minutes, policies and procedures, and reports.
5. Marketing and sales records: These may include records related to marketing campaigns,
customer lists, and sales data.
6. Correspondence: These may include emails, letters, and other forms of communication.
7. Meeting records: These may include records of meetings, such as agendas, minutes, and
presentations.
It is important for offices to establish policies and procedures for creating, storing, and managing
these different types of records, in order to ensure that they are organized, easily accessible, and
protected from unauthorized access or destruction.

Record Management:
Record management is the process of creating, storing, organizing, and maintaining records in a
systematic and organized manner. It involves establishing policies and procedures for creating,
storing, and accessing records, as well as for preserving and disposing of records when they are no
longer needed.
Effective record management is important for a number of reasons. It helps organizations to
maintain accurate and up-to-date records, which is important for compliance with legal and
regulatory requirements, as well as for decision-making and business continuity. It also helps to
reduce the risk of lost or damaged records, and makes it easier to access and retrieve records when
they are needed.
Principles of record management:
The principles of record management are guidelines that help organizations to create and maintain
effective record management systems. These principles include:
1. Responsiveness: Records should be created and maintained in a timely manner, and should
be available when they are needed.
2. Reliability: Records should be accurate, complete, and up-to-date.
3. Integrity: Records should be protected from unauthorized access, alteration, or destruction.
4. Confidentiality: Records should be kept confidential when required by law or policy.
5. Transparency: Records should be easily accessible to authorized users, and should be
stored and organized in a way that makes them easy to locate and retrieve.
6. Objectivity: Records should be unbiased and free from personal opinions or subjective
interpretations.
7. Accessibility: Records should be accessible to authorized users in a timely manner,
regardless of location or format.
8. Sustainability: Records should be stored and maintained in a way that ensures their long-
term preservation and accessibility.
Adhering to these principles helps organizations to create and maintain effective record
management systems that support the needs of the organization and meet legal and regulatory
requirements.
Record management cycle:

Creation

Disposal Classification

Preservation Storage

Access
The record management cycle typically includes the following steps:
1. Creation: Records are created when an activity, transaction, or event occurs. This may
involve creating a new record from scratch, or adding to an existing record.
2. Classification: Records are classified and organized according to their content and purpose.
This may involve assigning a classification code, folder, or other identifier to the record.
3. Storage: Records are stored in a safe and secure location, such as a filing cabinet or
electronic database.
4. Access: Records are made available to authorized users who need to access them for
business or legal purposes.
5. Preservation: Records are preserved to ensure their long-term accessibility. This may
involve storing records in a secure location or taking steps to prevent physical or digital
deterioration.
6. Disposal: Records are disposed of when they are no longer needed, in accordance with
established policies and procedures. This may involve shredding or destroying paper
records, or deleting electronic records.

Use of modern technology in record keeping in Nepal:

Modern technology refers to the advanced technological tools and devices that are widely used in
various fields today. Modern technology has greatly impacted the way that record management is
carried out. Records are created in all offices or bodies, so those offices are trying to manage the
records. On its website, the office keeps the relevant laws, decisions, reports, etc. safe and public.
National Library, Teachers' Library, Military Archives, National Archives, Central Statistics
Department, Nepal Law Commission, Supreme Court, Nepal Law Magazine etc. have been
promoting the use of modern technology of record management.
Here are some examples of how technology is being used in record management:
1. Electronic document management systems: These systems allow organizations to store,
organize, and access electronic documents and records electronically, rather than relying
on paper documents. This makes it easier to search for and access records, and also helps
to reduce the risk of lost or damaged documents.
2. Digital record-keeping: Many organizations are now using digital systems to store and
manage records, such as databases and cloud-based storage solutions. This makes it easier
to access records from any location and reduces the need for physical storage space.
3. Mobile apps: There are now a number of mobile apps that can be used for record
management, such as apps that allow users to scan and store documents electronically, or
apps that allow users to access and update records on the go.
 4. Artificial intelligence and machine learning: These technologies are being used to automate
record management processes, such as by automatically extracting data from documents
and populating databases.
Overall, the use of modern technology in record management allows organizations to be more
efficient, reduce errors, and improve the accuracy and accessibility of their records.
Importance of using information technology in records management:
1. To pursue creativity and innovation in records management.
2. To maintain flexibility in the acquisition, storage and use of records.
3. To maintain Economy, Efficiency and Effectiveness in records management
4. To collect and preserve in a systematic and scientific manner.
5. To arrange the required time so that it can be easily obtained.
6. Provides reliable information for office policy making, planning and decision making.
7. To maintain transparency in record management and confidentiality as needed.
8. To make the management of records effective so that they can be found immediately when
they are looking for them.
9. To save time, labor and resources.
10. To manage the overall progress reporting system of the office.
11. To maintain efficiency in work, speed in results
12. Eliminate duplication in records management.
13. To facilitate the collection, storage and presentation of information.
14. To make office management efficient.
15. To operate the office without any hindrance even if the relationship between the employees is
not smooth.
16. To facilitate monitoring, evaluation, research and testing related to asset management.
17. Promotes good governance through e-governance.
Finally,
The use of computer-based materials and methods in record management is the use of information
technology in records management. Its importance remains through the global use of records and
the ever-changing environment of record use. This eliminates the need for physical infrastructure
for records management.

Indexing
Indexing refers to the process of creating and maintaining an index or indexes of records in order
to facilitate their organization, retrieval, and management. This can involve creating an index for
a physical or electronic file system, as well as for a database or other digital repository of records.
There are many different ways that indexes can be created and used for record management,
depending on the specific needs and requirements of the organization. Some common approaches
to indexing records include:
1. Alphabetical indexing: This involves creating an index that organizes records by the first letter
of a particular field or attribute, such as the name of the record or the subject matter of the
record.
2. Numeric indexing: This involves creating an index that organizes records by a numerical field
or attribute, such as a serial number or case number.
3. Subject indexing: This involves creating an index that organizes records based on the subject
matter or topic of the record.
4. Date indexing: This involves creating an index that organizes records by the date on which
they were created, modified, or received.
Importance of Indexing:
1. Facilitating the search and retrieval of specific documents or information.
2. Maintaining a clear and organized filing system.
3. Improving collaboration and communication within an organization.
4. Reducing the risk of lost or misplaced records.
5. Saving time and improving productivity by making it easier to locate and access
information.
6. Facilitating the management and tracking of records and other information.
7. Helping to ensure that important documents and data are properly filed and preserved.
8. Facilitating the integration and organization of different types of information, such as paper
and electronic records.
9. Improving the security and confidentiality of sensitive or confidential information by
making it easier to control access to specific records.
10. Facilitating compliance with legal or regulatory requirements related to the management
of records and information.

Meeting and its need:

A meeting is a gathering of people for the purpose of discussing a particular topic or issue.
Meetings can be held in person or virtually, and can be formal or informal in nature. There are
many reasons why meetings may be held, including:
1. Decision-making: Meetings can be used to make decisions or reach consensus on a
particular issue.
2. Information sharing: Meetings can be used to share information or updates with a group of
people.
3. Problem solving: Meetings can be used to identify and solve problems or address
challenges faced by an organization or group.
 4. Planning: Meetings can be used to plan and coordinate activities or projects.
5. Collaboration: Meetings can be used to bring people together to collaborate and work
towards a common goal.

Overall, meetings are an important tool for effective communication, decision-making, and
problem-solving within organizations and groups. They provide an opportunity for people to come
together, discuss issues, and work towards a common goal.
Q. What is Meeting Management and Why is it Important?
It’s the process of coordinating a meeting and managing the members of the team to get the results
needed in the amount of time allotted.
Meeting management is important for having more productive meetings. It helps manage
everyone’s time in an efficient manner while accomplishing team goals. When meetings lack
management, they can affect your bottom line, wasting time and money.
Steps to Meeting Management Process
Having an efficient meeting is takes a team effort. For those hoping to have productive meetings,
there are 10 steps that take place. These steps are great for everyone on the team to know, and plan
for when attending a meeting.
1. Plan the Agenda
2. Define the Purpose of the Meeting
3. Determine Attendees
4. Define Roles & Responsibilities
5. Schedule the Meeting Invite
6. Document the Meeting
7. Transcribe Notes into Meeting Minutes
8. Send Meeting Minutes
9. Archive Meeting Minutes
10. Schedule Follow-Up Meetings
Importance of meeting management:
Meeting management is important for several reasons:
1. Decision-making: Meetings provide a forum for decision-making and problem-solving within
a public office. By bringing together the appropriate stakeholders, meetings allow for the
exchange of ideas and information and facilitate the decision-making process.
2. Communication: Meetings are an important tool for communication within a public office.
They provide a way for employees and other stakeholders to share updates, discuss issues, and
collaborate on projects and initiatives.
3. Transparency: Meetings can help to promote transparency within a public office by providing
a forum for open discussion and decision-making. By allowing stakeholders to participate in
meetings and providing information about the meeting's proceedings, public offices can
demonstrate their commitment to transparency and accountability.
4. Collaboration: Meetings can facilitate collaboration within a public office by bringing
together employees and other stakeholders from different departments or units to work towards
common goals. This can help to foster a sense of teamwork and cooperation within the
organization.
5. Productivity: Effective meeting management can help to increase productivity within a public
office. By setting clear agendas, keeping meetings on track, and following up on action items,
public offices can ensure that meetings are productive and efficient.

Minuting:
It is also known as taking minutes or keeping minutes, refers to the process of recording and
documenting the proceedings of a meeting. The purpose of minuting is to provide a written record
of what was discussed and decided during the meeting, as well as any action items that were
assigned.
Minutes should include:
• The date, time, and location of the meeting
• A list of attendees and any apologies for absence
• A summary of the main points discussed during the meeting
• Any decisions or action items that were agreed upon during the meeting
• Any other relevant information, such as updates or announcements
Minutes should be accurate, concise, and objective, and should capture the key points of the
meeting without expressing personal opinions or biases. They should also be distributed to all
attendees after the meeting to ensure that everyone is aware of what was discussed and what was
decided.
Minuting is an important tool for effective meeting management, as it helps to ensure that meetings
are productive and efficient and provides a record of the meeting's proceedings for reference and
follow-up.
Importance of minuting are:
1. Record-keeping: Minuting helps to provide a written record of the proceedings of a
meeting, which can be used for reference and follow-up.
2. Accountability: Minuting helps to ensure accountability within a public office by providing
a written record of decisions and action items that can be used to track progress and follow-
up on commitments.
 3. Transparency: Minuting helps to promote transparency within a public office by providing
a written record of the proceedings of a meeting that can be shared with stakeholders.
4. Communication: Minuting can help to facilitate communication within a public office by
providing a written record of the proceedings of a meeting that can be shared with all
attendees.
5. Efficiency: Minuting can help to improve the efficiency of meetings by providing a written
record of the proceedings that can be used for reference and follow-up.
6. Legal protection: In some cases, minutes may be used as legal documentation and may be
used as evidence in court proceedings.
7. Conflict resolution: Minutes can help to resolve conflicts by providing a written record of
what was discussed and decided during a meeting.
8. Decision-making: Minutes can help to inform decision-making by providing a written
record of the considerations and arguments that were made during a meeting.
9. Collaboration: Minutes can help to facilitate collaboration within a public office by
providing a written record of the proceedings of a meeting that can be shared with all
attendees.
10. Planning: Minutes can be used to plan future meetings by providing a record of what was
discussed and what action items were assigned during previous meetings.
Process of conducting meeting in an office
There are several steps involved in conducting a meeting in an office:
1. Determine the purpose of the meeting: Before you schedule a meeting, it's important to
understand the purpose of the meeting and what you hope to accomplish. This will help
you decide who should attend and what topics should be discussed.
2. Create an agenda: An agenda is a list of topics that will be discussed at the meeting. It helps
to keep the meeting organized and on track.
3. Invite attendees: Once you have a clear understanding of the purpose of the meeting and
have created an agenda, you can invite the appropriate attendees. Be sure to include the
time, date, and location of the meeting in your invitation.
4. Prepare any materials or presentations: If you need to present information or materials at
the meeting, be sure to prepare them in advance. This may include slides, handouts, or
other materials.
5. Conduct the meeting: During the meeting, be sure to stay on topic and follow the agenda.
Encourage participation from all attendees and be open to feedback and questions.
 6. Follow up after the meeting: After the meeting, be sure to send out any action items or
follow-up tasks to the attendees. You may also want to send out a summary of the meeting,
highlighting key decisions or actions that were taken.
It's important to keep meetings organized and efficient to ensure that they are productive and
effective. By following these steps, you can conduct a successful meeting in an office setting.
Process of minuting in an office
Minuting is the process of recording the details of a meeting, including decisions made, action
items, and any other important information. Here are the steps involved in minuting a meeting in
an office:
1. Attend the meeting: In order to take minutes, you need to attend the meeting and take notes
on the discussions and decisions made.
2. Write a summary of the meeting: After the meeting, write a summary of the key points that
were discussed and any decisions that were made. Be sure to include the names of the
attendees and any action items that were assigned.
3. Review and edit the minutes: Once you have written a draft of the minutes, review and edit
them to ensure that they are accurate and easy to understand.
4. Distribute the minutes: Once the minutes have been finalized, distribute them to the
attendees and any other relevant parties. This may be done through email or by posting the
minutes on a shared drive or website.
5. Follow up on action items: It's important to follow up on any action items that were
assigned during the meeting. This may involve completing tasks or delegating them to
other team members.
By following these steps, you can effectively minute a meeting in an office setting, ensuring that
all important information is captured and action items are followed up on.

Public Relation:
Public relation is the overall management arrangement for service delivery and exchange of
information between public persons, institutions, offices or bodies and the public. Public relation
refers to the totality of proper contact, relationships, and coordination that public persons,
institutions, offices or agencies make with the general public, service providers and stakeholders
to maintain a clean, positive and effective public image.
It is an important office procedure to increase the reputation of a skilled public relations office.
The employees working in the office are contacting the public, service providers and stakeholders.
Through this, the complaints of the stakeholders can be heard, their activities can be made
transparent, problems can be identified, experiences can be exchanged, opinions, advice,
consultations can be taken. In addition to direct communication and service delivery with the
employees of the office, public relations can also be established through social media, radio,
television, newspapers, telephone, email, etc.
Thus, public relation plays an important role in avoiding the change in the role of employees of
public organizations and government offices, the criticism and opposition of the service seekers.
Methods of public relations management:
1. Press releases: Press releases are written statements that provide information about the
organization or its activities to the media and other stakeholders. Press releases can be used
to announce new products, services, or initiatives, as well as to provide updates on the
organization's performance or developments within the industry.
2. Media relations: This involves building and maintaining relationships with journalists and
other members of the media to gain coverage for the organization. This can include
providing information, answering questions, and providing access to experts and other
relevant people.
3. Social media: Social media platforms, such as Twitter, Facebook, and Instagram, provide
organizations with a way to communicate directly with their audience. By posting updates,
engaging with followers, and responding to comments and questions, organizations can
build and maintain relationships with their audience.
4. Events: Events, such as press conferences, product launches, and industry conferences,
provide opportunities for organizations to showcase their products and services and interact
with their stakeholders.
5. Crisis management: Crisis management involves developing strategies and tactics to
respond to negative events or situations that may impact the organization's reputation. This
may involve issuing statements, providing information to the media, and taking other
actions to minimize damage to the organization's reputation.
6. Internal communications: Internal communications involve the exchange of information
and messages within the organization. This can include newsletters, meetings, and other
communications channels to ensure that employees are informed and engaged with the
organization's goals and activities.
7. Public affairs: Public affairs involves engaging with government officials and
policymakers to shape public policy and legislation that may affect the organization. This
may involve lobbying efforts, grassroots campaigns, and other tactics to influence policy
decisions.
8. Community relations: Community relations involve building and maintaining relationships
with local communities and stakeholders. This may include volunteering, sponsorships,
and other efforts to build positive relationships and support the community.
9. Employee relations: Employee relations involve building and maintaining positive
relationships with employees. This may include communication efforts, such as newsletters
 and employee meetings, as well as efforts to support employee development and
engagement.
10. Stakeholder relations: Stakeholder relations involve building and maintaining
relationships with key stakeholders, such as business leaders, advocacy groups, and other
organizations that may have an interest in the government's policies and activities. This
may include regular communication and engagement with these stakeholders to keep them
informed and to seek their input and feedback.

Customer Complaint handling:

A complaint is defined as an ‘expression of dissatisfaction made to, or about an organization,
related to its products, services, staff or the handling of a complaint where a response or resolution
is explicitly or implicitly expected or legally required.
A customer is an external person or external organisation receiving advice, a service, accessing
facilities, engaging in an interaction or business relationship, or any other person or organisation
having an interest in the functions or activities of the government.
In order for grievance management to be effective, there are several preconditions that should be
in place:
1. Clear policies and procedures: It is important for organizations to have clear policies and
procedures in place for addressing grievances. This includes outlining the steps that employees
should follow to raise a grievance and the process for reviewing and resolving grievances.
2. A safe and supportive work environment: Employees should feel comfortable and safe raising
grievances without fear of retribution or retaliation. A supportive work environment that values
open communication and encourages employees to speak up can help to facilitate effective
grievance management.
3. Trained and knowledgeable staff: Staff responsible for managing grievances should be trained
and knowledgeable about the organization's policies and procedures and should be able to
effectively communicate with employees and other stakeholders.
4. A fair and unbiased process: The grievance management process should be fair and unbiased,
with decisions made based on the facts of the case and in accordance with the organization's
policies and procedures.
5. Confidentiality: The confidentiality of employees who raise grievances should be respected,
and information about the grievance should be shared only with those who need to know.
6. Regular review and evaluation: The grievance management process should be regularly
reviewed and evaluated to ensure that it is effective and that any necessary changes or
improvements are made.
Process to be kept in place for complaint handling
There are generally established procedures and processes in place for handling complaints within
organizations and bodies. These processes may vary depending on the specific nature of the
complaint and the organization or body in question. However, there are a few key steps that are
often followed in the complaint handling process:

1. Receiving and acknowledging the complaint: The first step in the complaint handling process
is typically to receive the complaint and acknowledge receipt to the person who filed it. This
may be done through a written response or an in-person meeting.
2. Investigating the complaint: Once a complaint has been received, it is typically assigned to
someone within the organization or body who is responsible for investigating the issue. This
may involve gathering additional information, reviewing documents, and speaking with
relevant parties.
3. Determining a resolution: After the investigation is complete, the organization or body will
consider the information gathered and determine a resolution to the complaint. This may
involve taking corrective action, offering compensation or an apology, or making policy or
procedural changes.
4. Communicating the resolution: The final step in the complaint handling process is to
communicate the resolution of the complaint to the person who filed it. This may be done
through a written response or an in-person meeting.

It is important for organizations and bodies to have clear and effective complaint handling processes
in place to ensure that complaints are addressed in a fair and timely manner. These processes should
also be transparent and allow for opportunities for appeal if the person who filed the complaint is
not satisfied with the resolution.

Complaint management
Complaint management is the process of receiving, addressing, and resolving complaints made by
customers or clients of an organization. The goal of complaint management is to resolve issues in
a timely and satisfactory manner, and to prevent them from escalating into larger problems. There
are several steps involved in the complaint management process:

1. Receiving and acknowledging the complaint: This involves listening to the customer's
concerns and acknowledging that their complaint is being taken seriously.
2. Investigating the complaint: The next step is to gather information about the complaint,
including any relevant documentation or witness statements.
3. Determining a resolution: Based on the information gathered during the investigation, the
organization will determine a course of action to resolve the issue. This may involve
negotiating a resolution with the customer, or implementing changes to address the issue.
4. Communicating the resolution: The final step in the process is to communicate the
resolution to the customer and ensure that they are satisfied with the outcome.
 Effective complaint management is important for maintaining customer satisfaction and
loyalty, as well as for preventing issues from escalating and potentially leading to negative
publicity for the organization.

Grievance management contribution to management

If negative comments received from the service receivers regarding the services provided by the
public service providers are complaints, then grievance management is the totality of the
management work done by the service provider to make the service delivery efficient, accurate,
simple, easy, people-friendly and customer-friendly by properly addressing such complaints.

It is important to manage complaints in a timely manner. If complaints are not managed in time,
there is a risk of conflict as disputes arise and disputes escalate. To hear complaints about the
quality, effectiveness, and possible irregularities in the actions taken by all government agencies,
it is found that all the agencies keep the complaint box in a place where all the service seekers can
see.

Most of the complaints come between the employees of the office and between the office-service
seekers. Complaints will arise if the public service provider does not provide services according
to the wishes, desires, and needs of the service seekers.

The help of grievance management to the management side is as follows:

• To understand the perception of the service providers regarding service delivery,

• To know the wishes, desires, and expectations of the service receivers,
• To reduce conflict between service providers and service receivers,
• To reduce discord between employees,
• To make service delivery systematic, dignified, reliable and reliable,
• To increase the productivity of the office and to achieve high returns,
• To enhance the quality of the work done,
• To create a sense of belonging among employees and service receivers,
• To imbibe service delivery innovations,
• To increase the reputation of service providers.

Overall, grievance management is an important contributor to the effective management of an

organization, as it helps to ensure that customer needs and expectations are met, and that the
organization is able to continuously improve its products and services.
Legal efforts done related to complaint handling in Nepal
In Nepal, the Consumer Protection Act, 1992 and the Consumer Protection Regulations, 1995
provide the legal framework for the protection of consumer rights and the handling of consumer
complaints.

Under the Act, consumers have the right to file a complaint if they feel that their rights have been
violated, and the Act provides for the establishment of consumer courts to hear and resolve such
complaints. The Act also establishes the Nepal Consumer Forum, which is responsible for
promoting and protecting consumer rights and for facilitating the resolution of consumer disputes.

In addition to these legal provisions, there are also several other organizations in Nepal that are
involved in the handling of consumer complaints, including the Department of Supply
Management and Protection of Consumers' Interests, the Nepal Standards and Metrology
Organization, and the Nepal Bureau of Standards and Metrology. These organizations have the
authority to investigate consumer complaints, impose penalties on companies that violate
consumer rights, and take other enforcement actions as necessary.

Overall, there are various legal efforts in place in Nepal to protect consumer rights and facilitate
the handling of consumer complaints.

Methods or ways of complaint handling

There are two main types of methods for handling complaints: direct methods and indirect
methods.

Direct methods involve dealing with the complaint directly with the customer who made the
complaint. This can include:

1. Phone: Customers can call a dedicated hotline or customer service number to report a
complaint or issue and receive a response directly from a customer service representative.
2. Email: Customers can send an email to a designated email address to report a complaint or
issue and receive a response directly from a customer service representative.
3. Online chat: Many organizations have an online chat feature on their website that allows
customers to report a complaint or issue and receive a response directly from a customer
service representative.
4. In-person: Customers can visit the organization's physical location and speak with a
customer service representative to report a complaint or issue and receive a response
directly.

Indirect methods involve dealing with the complaint through a third party or intermediaries. This
can include:

1. Customer feedback forms: Customers can fill out a feedback form and submit it to the
organization. The organization can then review the feedback and respond as necessary.
2. Social media: Customers can use social media platforms such as Twitter or Facebook to
report a complaint or issue. The organization can then respond to the complaint through
the same platform.
3. Online review sites: Customers can post a review or complaint on an online review site,
and the organization can respond to the review or complaint through the same site.

The most appropriate method for handling a complaint will depend on the nature of the complaint
and the preferences of the customer. It is important for organizations to offer multiple options for
customers to report complaints, as this can make it more convenient for them to do so and can help
to ensure that all complaints are properly addressed.
Need of complaint management in organization
Here are key needs for complaint management in an organization:

1. To improve customer satisfaction: By promptly and effectively addressing customer

complaints, organizations can improve customer satisfaction and retain customer loyalty.
2. To enhance reputation: A strong complaint management process can help to enhance the
reputation of the organization by demonstrating that it values customer feedback and takes
steps to address any issues that arise.
3. To improve products and services: By listening to customer complaints and taking
appropriate action, organizations can identify areas for improvement and make necessary
changes to enhance the quality of their products and services.
4. To increase efficiency: By promptly resolving customer complaints, organizations can save
time and resources that would have been spent dealing with ongoing issues or complaints
from dissatisfied customers.
5. To prevent negative word-of-mouth: Unresolved customer complaints can lead to negative
word-of-mouth, which can damage the reputation of the organization and deter potential
customers. By effectively managing complaints, organizations can prevent this from
happening.
6. To identify and address problems: Complaint management can help organizations to
identify problems that may not have been evident otherwise, and to take appropriate action
to address them.
7. To build trust and credibility: By showing that the organization values customer feedback
and takes steps to address any issues that arise, complaint management can help to build
trust and credibility with customers.
8. To improve employee morale: By addressing customer complaints and taking steps to
resolve them, organizations can improve employee morale by showing that the
organization values customer satisfaction and is committed to continuous improvement.
9. To reduce costs: By promptly and effectively resolving customer complaints, organizations
can reduce the costs associated with dealing with ongoing issues or complaints from
dissatisfied customers.
10. To identify opportunities for growth: By listening to customer complaints and suggestions,
organizations can identify opportunities for growth and innovation, and can take steps to
capitalize on these opportunities.

Overall, complaint management is an essential part of any organization, as it helps to ensure that
customer needs and expectations are met, and that the organization is able to continuously improve
its products and services.

Interrelationship between public relations and grievance management

There is an interrelationship between public relations and grievance management because they
both involve the communication and management of relationships. In public relations, an
organization works to build and maintain positive relationships with the public through various
forms of communication, such as press releases, social media, and events. In grievance
management, an organization works to address and resolve complaints or grievances that have
been raised by employees or customers through processes such as mediation or arbitration.
Effective public relations and grievance management are both important for maintaining the
reputation and credibility of an organization. When an organization is able to effectively address
and resolve grievances, it can help to maintain trust and improve relationships with employees and
customers. On the other hand, if an organization is not able to effectively manage grievances, it
can damage its reputation and lead to negative perceptions among stakeholders.
In summary, public relations and grievance management are related in that they both involve the
communication and management of relationships, and they are both important for maintaining the
reputation and credibility of an organization.

Q. Legal provisions for grievance management in Nepal

- The Constitution of Nepal envisions fair public administration.
- The ongoing plan emphasizes the participation of stakeholders in governance development and
service impact,
- The budget for the current fiscal year 2079/80 has emphasized on the satisfaction of the common
people,
- The Good Governance Management and Operation Act, 2064 and The Regulations Act 2065
have clarified the basis of performance and the policy of authority and also provided for public
hearings.
- Hello Government Office Operation Guidelines 2068, emphasizes on modernization in grievance
management.
- The Working Procedure for the Use of social media by Government Agencies 2075 BS,
emphasizes on resolving complaints through social media.
- Guidelines on website construction and management of government agencies 2068.
- The Grievance hearing and Management Procedure, 2072 BS has classified complaints as high
priority, priority (moderate), general complaints on priority basis and set a time period for
resolving complaints.
- Grievance management procedures of local levels and various bodies.
Q. Problems in grievance management
Policy, legal, institutional and programmatic arrangements have been made regarding grievance
management in Nepal. However, the following problems have emerged in the grievance
management of the customers.
- Lack of effective implementation of grievance management procedures;
« Impractical implementation of higher administrative commitments in grievance management
- Lack of budget and necessary resources in offices and agencies regarding grievance management
and
- Lack of coordination among agencies,
- Lack of use and mobilization of modern technology in grievance management;
- Grievance management done without the participation of the concerned people,
- Service providers unable to present as decent, polite, soft and disciplined.
- Lack of maturity, lack of reliable conduct and behavior among both service providers and
stakeholders|

II PAPER - II PART
Constitution of Nepal
Fundamental Rights and Directive Principles, Policies and Obligations of the State PAGE 13-44.
The constitution is the supreme law of the land and is considered to be the foundation of the legal
system. It is typically seen as the highest authority in matters of law and government and is
considered to be more important than other laws or regulations. This is because the constitution is
seen as a fundamental document that establishes the basic rights and freedoms of citizens and the
powers and duties of the government.
The constitution is also often seen as a living document that can be amended or updated over time
to reflect the changing needs and values of society. This allows the constitution to remain relevant
and adapt to the changing needs of the state.
Overall, the constitution is considered the main law of the state because it establishes the legal
framework and fundamental principles that shape the way a country is governed and provides a
basis for all other laws and governmental actions.
Basic features of the Constitution of Nepal:
The Constitution of Nepal is the supreme law of the country and establishes the framework for the
government and the rights of the citizens of Nepal. Here are some of the basic features of the
Constitution of Nepal:
1. Federalism: Nepal is established as a federal democratic republic, with the government
divided into three levels: national, provincial, and local.
2. Separation of powers: The Constitution divides the powers of the government into three
branches: the legislature, the executive, and the judiciary. Each branch is independent and
has its own specific responsibilities and powers.
3. Bill of Rights: The Constitution includes a bill of rights that guarantees the fundamental
rights of all citizens, including the right to equality, freedom of expression, and the right to
a fair trial.
4. Checks and balances: The Constitution includes mechanisms to ensure that the different
branches of government are accountable to each other and to the citizens of Nepal. For
example, the legislature has the power to impeach the president or other officials if they
are found to be in violation of the law.
5. Amendment process: The Constitution can be amended by a two-thirds majority vote in
the parliament and the approval of at least 50% of the members of each of the seven
provinces.
6. Executive branch: The Constitution establishes the president as the head of state and the
prime minister as the head of government. The prime minister is responsible for appointing
the cabinet, which includes the ministers who oversee the various government departments.
7. Legislature: The Constitution establishes a bicameral parliament, consisting of the National
Assembly (the lower house) and the National Council (the upper house). Members of the
National Assembly are elected by the people, while members of the National Council are
elected by the provincial assemblies.
8. Judiciary: The Constitution establishes an independent judiciary, consisting of the Supreme
Court, the High Court, and other lower courts. The judiciary is responsible for interpreting
the laws of Nepal and ensuring that they are applied fairly and consistently.
9. Fundamental duties: The Constitution includes a list of fundamental duties that are
expected of all citizens, such as respecting the sovereignty and integrity of Nepal and
upholding the Constitution.
10. Official language: The Constitution declares Nepali to be the official language of Nepal,
but it also allows for the use of other languages in certain circumstances.
Policies of the State: The State shall pursue the following policies:
1. Policies relating to national unity and national security
2. Policies relating to political and governance system of State
3. Relating to social and cultural transformation
4. Relating to economy, industry and commerce
5. Policies relating to agriculture and land reforms
6. Policies relating to development
7. Policies relating to protection, promotion and use of natural resources
8. Policies relating to basic needs of the citizens
9. Policies relating to labor and employment
10. Policies relating to social justice and inclusion
11. Policies relating to tourism and international relations.
Fundamental rights:
Fundamental rights are the basic rights that are essential to the well-being of individuals and
society, and that are protected by law. The Constitution of Nepal includes a list of fundamental
rights that are guaranteed to all citizens and are often considered to be the most important rights
because they are essential to the protection of individual liberty and the promotion of human
dignity.
There are several reasons why fundamental rights are important:
1. Protection of individual liberty: Fundamental rights protect individuals from interference
by the state or other actors, ensuring that individuals are free to make their own decisions
and live their lives as they see fit.
2. Promotion of human dignity: Fundamental rights recognize the inherent worth and dignity
of all individuals, and protect their right to be treated with respect and fairness.
3. Rule of law: Fundamental rights are protected by law, and this ensures that the state and
other actors are held accountable for respecting and protecting these rights. This promotes
the rule of law and ensures that individuals are treated fairly and justly.
4. Social cohesion: Fundamental rights promote social cohesion by ensuring that all
individuals are treated equally and with respect, regardless of their background or
circumstances. This helps to build trust and cooperation within society.
5. Economic development: Fundamental rights are important for economic development
because they create a stable and predictable legal framework that enables individuals and
businesses to plan for the future and make investments with confidence.
Overall, fundamental rights are essential for the well-being of individuals and society, and for the
promotion of justice, equality, and human dignity.
Q. Problems faced in the implementation of fundamental rights
- Acts as prescribed as per the Constitution and arrangements as prescribed has not yet been made.
- Lack of state resources in the implementation of fundamental rights
- The tendency to ignore the other is increasing as the role of the federal, provincial and local levels
in the implementation of fundamental rights is not clear.
- Due to the lack of political will, the judiciary is always in a position to keep ordering for
implementation.
- Repetition of fundamental rights, (e.g., right to social justice and right to social security)
- Inadequate warning for debate, advocacy at the citizen level regarding the implementation of
fundamental rights
- Increasing tendency of citizens seeking rights but not performing civic duties.
So,
Only through qualitative implementation of fundamental rights, the fruits of democratic and
citizen-friendly governance should be conveyed to the general public.

New additions of fundamental rights are:

1. 21-Right of victim of crime
2. 37-Right to housing
3. 40-Rights of Dalit
4. 41-Rights of senior citizens
5. 44-Rights of the consumer
Duties of citizens: Every citizen shall have the following duties:
(a) to safeguard the nationality, sovereignty and integrity of Nepal, while being loyal to the nation,
(b) to abide by the Constitution and law,
(c) to render compulsory service as and when the State so requires,
(d) to protect and preserve public property.

1. Commission for the Investigation of Abuse of Authority (CIAA): Functions in Page 150.
2. Office of the Auditor General (OAGN): Functions in Page 153.
Office of the Auditor General is a constitutional body and the supreme audit institution of Nepal.
It derives its mandate from Article 241 of the Constitution of Nepal and Audit Act, 2075 (2019
A.D.). The Auditor General is empowered to undertake audits of Office of the President and Vice-
President, Supreme Court, Federal Parliament, Provincial Assemblies, Provincial Governments,
Constitutional bodies or their offices, courts, the Office of the Attorney General and the Nepal
Army, Nepal Police and Armed Police as well as of all other government offices and courts with
due consideration given to the regularity, economy, efficiency, effectiveness and the propriety of
government expenditures.
The Auditor General submits an annual report, which includes an opinion regarding the financial
statements of the Government of Nepal, to the President as per Article 294 of the Constitution of
Nepal. The President then presents the report for discussion to the Federal Parliament, through the
Prime Minister.
Objectives of the Office of the Auditor General:
• To promote public accountability and transparency
• To bring forth economy in the mobilization of public resources and enhance efficiency
• To enhance effectiveness of public entities
 • To improve and assure clean practices in the working system of administrative, financial
and managerial system;
• To assist in compliance of the existing laws;
• To encourage abandonment of the discretionary work-style
• To recommend practical suggestions for improvement by identifying weaknesses and
lacunae in the existing approaches, processes, practices and legal provisions; and
• To encourage the practice of taking actions against delinquents and rewarding the excellent
performers.
3. Public Service Commission: Functions in Page 157.
Public Service Commission (PSC) was established in Nepal on 15 June 1951 A.D. The
Commission is involved in selecting meritorious candidates required by Government of Nepal for
various vacant posts of the civil service. The continuity of PSC has never been hindered since its
establishment. As per article 242 of part 23 of the Constitution, there shall be a Public Service
Commission Nepal. The Commission consists of a chairman and four other members. The
President shall, on the recommendation of the Constitutional Council, appoint the Chairperson and
Members. The term of office of the Chairperson and Members of the Public Service Commission
shall be six years from the date of appointment. The Chairman and members may be removed from
their offices on the same grounds and in the same manner as has been set forth for removal of a
judge of the Supreme Court.
4. Election Commission: Functions in Page 162.
The Election Commission is a constitutional body responsible for conducting and monitoring
elections, as well as registering parties and candidates and reporting election outcomes, in Nepal.
Under part 24 of the constitution of Nepal, there shall be an Election Commission of Nepal,
consisting of a Chief Commissioner and four other Commissioners. The Chief Commissioner shall
act as the chairperson of the Election Commission. The term of office of the Chief Election
Commissioner and Commissioners of the Election Commission shall be six years from the date of
appointment.
5. National Human Rights Commission: Functions in Page 165.
The National Human Rights Commission (NHRC) of Nepal is an independent and autonomous
constitutional body. It was established in the year 2000 as a statutory body under the Human Rights
Commission Act 1997 (2053 BS). The Interim Constitution of Nepal 2007 (2063 BS) has made
the NHRC a constitutional body. It has a separate sphere of responsibilities in the constitutional
legal system of the country. These responsibilities complement the responsibilities of the normal
machinery of the administration of Justice, the Supreme Court, the Office of the Attorney General,
the Commission for the Investigation of Abuse of Authority, and other existing executive, quasi-
judicial or judicial bodies of Nepal.
Part 25 of the present Constitution of Nepal vests primary responsibility in the Commission to
protect and promote the human rights of Nepalese people. There shall be a National Human Rights
Commission of Nepal, consisting of a Chairperson and four other members. The term of office of
the Chairperson and members of the National Human Rights Commission shall be six years from
the date of appointment.
The NHRC has the following functions:
1. To investigate allegations of human rights violations and to take appropriate action to
remedy such violations.
2. To take necessary measures to prevent the occurrence of human rights violations.
3. To promote the promotion and protection of human rights through education, research, and
awareness campaigns.
4. To provide legal assistance and support to victims of human rights violations.
5. To provide recommendations to the government and other concerned authorities on matters
related to the promotion and protection of human rights.
6. To monitor the implementation of international human rights instruments to which Nepal
is a party.
7. To cooperate with national and international human rights organizations and institutions.
8. To perform any other functions as may be necessary for the promotion and protection of
human rights.

6. Office of the Prime Minister and Council of Ministers:

The Office of the Prime Minister and Council of Ministers is a political and bureaucratic office
that assists the Council of Ministers of Nepal and the Prime Minister of Nepal in the leadership of
the Council of Ministers and Government. The Office's mandate includes the formation,
dissolution and alteration of organizational structure of the ministries, the formulation, approval
or issue of Bills, Ordinances, and Rules, observation, control, inspection, supervision,
coordination, monitoring and evaluation of various ministries and Order and the Protection and
Promotion of Human Rights.
Functions:
 • Doing work related to the Council of Ministers
• Development, and implementation of work division and performance regulations of the
Government of Nepal
• General direction, control and operation of the governance system of Nepal
• Implementation and monitoring of the decisions of the Government of Nepal
• Supervision, inspection, control and coordination of the work of the ministries of the
Government of Nepal
7. Ministry of Federal Affairs & General Administration:
Ministry of Federal Affairs and General (MoFAGA), is the ministry of Nepal that supervises
activities undertaken by local governments in Nepal. It also regulates and manages the civil
service. MoFAGA is the only ministry with direct linkage with the country's municipalities, rural
municipalities and provinces. It also plays direct role in implementing various e-Services in the
local governments.
The Department of Local Development was established in the year 2028 BS (1971 AD) under the
then Ministry of Home Affairs and Panchayats.
With the timely change in the political and economic environment of the country, the work of
changing the names and structural forms of government mechanisms related to local development
began. As a result, the Ministry of Local Development was established in 2037 BS and the Center
has been playing a leading leadership role for the overall local governance, development, and
service delivery of Nepal. In this context, with the political change in the year 2062/063 BS, the
name of the Ministry was changed to the Ministry of Federal Affairs and General Administration.
It has been performing the role of the central body of federal affairs and staff administration by
manipulating the administrative responsibilities of various ministries through administrative
restructuring and in accordance with the responsibilities are given by the Constitution and Civil
Service Act 2049 and Rules 2050 of Nepal.
In addition to the above-mentioned work, the main responsibility of this ministry, which covers a
large area of the country, is to facilitate the development and service delivery at the local level.
The Ministry is currently carrying out capacity building and facilitation coordination and
facilitation of 753 local levels including 77 District Coordination Committees, 6 Metropolitan
City, 11 Sub-metropolises, 276 Municipalities, and 460 rural municipalities.
Coordinating, assisting, facilitating, and supporting local levels as per the Constitution of Nepal,
Responsibilities, and Scope of Local Government, Local Government Operation Act 2074,
Intergovernmental Financial Management Act 2075 and circulars and guidelines issued by this
Ministry. It has been playing an effective role in the field of coordination, cooperation, facilitation,
and cooperation.
In this context, various efforts have been made for inclusion, social mobilization, capacity
building, and empowerment of Adivasi, Janajati, Dalit, marginalized oppressed class, and
community.
Functions:
• Operation management and record management of federal civil service
• Programs conducted with the support of various partners -Coordination, support,
facilitation, and collaboration of project
• Local infrastructure development-related policies, laws, standards, technology
development, research, registration, and social security allowance distribution.
8. House of the Representatives:
The House of Representatives, or Pratinidhi Sabha is the one of the houses of the Federal
Parliament of Nepal, with the other house being the National Assembly. Members of the House of
Representatives are elected through a parallel voting system. They hold their seats for five years
or until the body is dissolved by the President on the advice of the council of ministers. The house
meets in the International Convention Centre in Kathmandu. The House has 275 members; 165
elected from single-member constituencies by first-past-the-post voting and 110 elected through
proportional electoral system where voters vote for political parties, considering the whole country
as a single election constituency.
Functions:
• To provide necessary services to the Federal Parliament, Committees, officials and
members of the Federal Parliament
• To make the administrative, financial and physical management work orderly and efficient
to conduct the work of the Federal Parliament smoothly
• To make the information system of the Federal Parliament effective and to arrange security
arrangements in the Federal Parliament premises
• Providing necessary service facilities to the party offices of the Federal Parliament.
Main Functions of the House of the Representatives are:
1. Formation of government,
2. Enacting laws,
3. Parliamentary monitoring,
4. Passing budget,
5. Conducting parliamentary hearings.

9. Civil Conscience: Civic consciousness is the recognition that each citizen is for the society and
the genuine interests of the society are the interests of the citizen. People who have civic
consciousness will always be ready to work for the society. Civic consciousness influences the
progress of the state and society. In the absence of civic consciousness, human beings will become
selfish and all the activities will be for his own achievements. For ensuring the welfare of all and
the reconstruction of the society, civic consciousness has to be developed. The basis of civic
consciousness is the recognition that if the activities of each individual are for the wellbeing of the
society, social problems can be solved.
Formation of civic consciousness is determined by life situations and experiences. The important
factors which determine civic consciousness are family, education, social system, associations and
political system. These factors mould an individual's thoughts and actions. Family has an important
role in fostering and maintaining a sense of responsibility among its members. Education will help
to develop value consciousness, tolerance, leadership qualities, scientific temper, etc. There are
several political, social, economic and cultural associations which equip individuals to work
voluntarily with a service mind. Media plays an important role in the formulation of civic
consciousness. It influences the society tremendously. Democracy prompts individuals to think
about fellow beings and to work for the protection of their freedom, equality and rights. These
factors help in fostering civic consciousness.

10. Character Development:

Character is defined as mental and moral qualities and style of thinking, and some learnt by the
qualities and experiences from our surroundings. Actually, it reveals what we are inside. Our
character is what defines most of our choices and decisions. Our character qualities are based on
our value system i.e.; what we believe to be valuable.
Most of us do not know how to consciously develop our character structure. We may want to
develop our ability to love, to be honest, to trust, to be courageous, to have a positive attitude etc.
However, we may not be aware of how we can go about developing or strengthening personal
qualities we desire to enhance our own character. The word which is used for character are real
self.
Here are five ways to develop our character:
1. Be Humble.
Humility is the beginning of wisdom. In order to build your character, you must be open to new
ways.
2. Live out your principles and values.
Whether it’s “love others,” or” do the right thing,” living by your principles will make decision
making easier and your character more steadfast.
3. Be intentional.
Integrity does not happen by accident. We are all products of our thoughts and habits. Be
intentional about filling your mind with good thoughts. Create a habit of this internalizes principles
and breeds high character.
4. Practice self-discipline.
Being of high character takes the ability to do what is right over what is easy.
5. Be accountable.
Surround yourself with people who have high expectations. Be responsible for yourself first. Lose
the pride. Open yourself up to accountability. Let others push you to high character.

11. Human Values:

Basic human values refer to those values which are at the core of being human. The values which
are considered basic inherent values in humans include truth, honesty, loyalty, love, peace, etc.
because they bring out the fundamental goodness of human beings and society at large.
Importance of Human Values are as below:
• Provides understanding of the attitudes, motivation and behaviors
• Influences our perception of the world around us
• Represents interpretation of “right and wrong”
• Provides a way to understand humans and organization.
The five human values which are expected in all human beings, irrespective of whether they are
employees or not in whichever profession or service, are:
• Right Conduct – Contains values like self-help skills (modesty, self-reliance, hygiene etc.),
social skills (good behavior, good manners, environment awareness etc.), ethical skills
(courage, efficiency, initiative, punctuality etc.) and Ownership.
• Peace – Contains values like equality, focus, humility, optimism, patience, self-confidence,
self-control, self-esteem etc.
• Truth – Contains values like accuracy, fairness, honesty, justice, quest for knowledge,
determination etc.
• Peaceful co-existence – Contains values like psychological (benevolence, compassion,
consideration, morality, forgiveness etc.) and social (brotherhood, equality, perseverance,
respect for others, environmental awareness etc.)
• Discipline – Contains values like regulation, direction, order etc.
12. Civil Rights & Duties:
Civil rights are an essential component of democracy. They’re guarantees of equal social
opportunities and protection under the law, regardless of race, religion, or other characteristics.
Examples are: the right to vote, to a fair trial, to government services, and to a public education.
Civil rights are secured by positive government action, often in the form of legislation.
Civil rights available to every citizen are:
a. Right to life
b. Right to have a family life
c. Right to education
d. Right to profess the religion of your choice
e. Right to freedom of thought and expression
f. Freedom of press
g. Right to justice
h. Right to freedom of movement
Thus, Civil rights are the backbone on which a democratic country function. It is an essential
component of democracy. These rights confer certain power to the citizens to help themselves
from any wrongdoing.

Civic duties include, for example, obeying the laws of the country, paying the taxes levied by the
government, or serving on a jury or as a witness in court. Civic responsibilities encompass actions
like registering to vote and voting, and serving on statutory boards and committees. The
government, Civil Society organizations and the individual citizen all have a role to play not only
in ensuring that the right conditions exist for the protection and enforcement of fundamental rights,
but also for the exercise of civic duties and responsibilities.
Civil Duties can be divided into following types:
a. Service to nation:
Every citizen ought to try to serve the nation by the words or deeds.
b. Adherence to laws and rules:
It is the prime duty of citizens to obey the rules and laws of their country, as formulated by
its legislative and regulated by its execution and judiciary.
c. Paying tax:
It is obligatory duty of citizens to pay taxes regularly in time.
d. Casting of votes:
All legitimate citizens have to cast votes in an election for choosing their representatives
to the parliament and the local bodies.
e. Raising voice in favor of truth and justice:
It is everyone's duty to raise voice against the violation of one's fundamental rights,
encroachment of territory at border, injustice made to oneself and others etc.
Here are some notable examples of civic duties:
• to take action wherever they can to improve their own economic, cultural and social
development, and to promote self-reliance;
• to give a fair day’s work for a fair day’s pay;
• to act with integrity, sharing with others, caring for others, promoting sound values, and
guiding the next generation;
• to participate actively in affairs that affect them by joining with others to create resources and
facilities in their communities, and
• to build leaders in their communities by identifying and nurturing people who can take
responsibility for themselves and for other people.
13. Discipline & Positive Thinking:
Discipline in brief means to abide by rules, regulations and to control oneself. In another word,
discipline means perfect obedience to external authority. The very essence of discipline is
obedience to rules and to be guided by others, to pay due regards to elders and to obey them, to
behave with them in orderly manners. It is important factor which plays a vital role to mould one’s
character and make one to acquire destination by controlling oneself.
If there is no discipline, there will be chaos and disorder everywhere. Everything would be topsy
and turvey. No progress will be achieved without it. Finally, without discipline we can never taste
success, progress and happiness. So, we have to try to follow discipline to make ourselves
successful in every step of our life.
If we want to achieve all that is possible for us, there are 7 disciplines we must develop:
• Daily Goal Setting
• Daily Time Management
• The Discipline of Courage
• Excellent Health Habits
• The Discipline of Hard Work
• Develop the Discipline of Persistence
• Time for Important People in Your Life

Positive thinking is the practice of focusing on the good in any given situation. It can have a big
impact on our physical and mental health. That doesn't mean we ignore reality or make light of
problems. It simply means we approach the good and the bad in life with the expectation that things
will go well.
Positive thinking brings inner peace, success, improved relationships, better health, happiness and
satisfaction. It also helps the daily affairs of life move more smoothly, and makes life look bright
and promising. In order to make positive thinking yield results, we need to develop a positive
attitude towards life.
Physical benefits may include:
• Longer life span
• Lower chance of having a heart attack
• Better physical health
• Greater resistance to illness such as the common cold
• Lower blood pressure
• Better stress management
• Better pain tolerance
Mental benefits may include:
• More creativity
• Greater problem-solving skill
• Clearer thinking
• Better mood
• Better coping skills
• Less depression

Some ways to practice positive thinking are:

• Smile more
• Reframe our situation
• Keep a gratitude journal
• Picture our best possible future
• Focus on our strengths

Thus, with practice, we can add more positive thoughts to our life and enjoy the benefits that come
with optimism.