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Commercial Education Society of Australia

SYLLABUS FOR STUDENT-GRADE EXAMINATIONS IN
OFFICE PRACTICE

Issued 2011

The Society offers assessments in this area at two levels. They are:

OFFICE PRACTICE FUNDAMENTALS

Timed allowed: 1 hour plus 10 minutes for reading the paper and making notes

This is a CESA special-design examination. It was added to the syllabus to meet a need apparent in papers submitted for assessment by some candidates attempting other Office Practice examinations. The purpose of the examination is to encourage the development of underpinning skills that will be required for attempts at higher level examinations.

Office Practice Fundamentals is an examination of the basic skills and knowledge required of a person preparing to work in an office. The assessment techniques used for Office Practice Fundamentals will, for the most part, consist of short-answer and multiple choice questions. All answers to questions in the Office Practice Fundamentals examination are to be handwritten on the examination paper itself.

Candidates may use an English language dictionary, a calculator and a calendar throughout the examination.

Recommended preparation: Basic skills and knowledge to work in an office, legible printing and handwriting including numbers.

The examination paper will consist of a set of tasks dealing with the following skills for preparing for work and working in an office:

Assessment will be by practical exercises, problem solving and short-answer questions. Papers will be marked Credit, Pass or Fail.

OFFICE PRACTICE 2

Time allowed: 2 hours plus 10 minutes for reading the paper and making notes

Recommended preparation: Basic skills and knowledge to work in an office, legible printing and handwriting including numbers and Office Practice Fundamentals.

COMPETENCIES TO BE ASSESSED IN OFFICE PRACTICE 2:
from the Business Services Training Package BSB07
BSBCUS201A — Deliver a service to customers
BSBINM201A — Process and maintain workplace information
BSBINM202A — Handle mail
BSBWOR202A — Organise and complete daily work activities

BSBCUS201A — Deliver a service to customers
The elements of this competency are:

Skills required: Office enterprise policies and procedures relating to reception and telephone protocol and etiquette, interpersonal skills, handling complaints, difficult customers, directories and sources of information, problem solving together with an ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities.. As well, drafting information into appropriate format in clear and concise language; ensuring that the meaning intended will be readily understood by the recipient; using correct spelling, punctuation and grammar; ensuring the document is usable and filing the correspondence as a standard reply to future requests for similar information.

BSBINM201A — Process and maintain workplace information
The elements of this competency are:

Skills and knowledge required: Records handling and processing by classifying and sorting. Knowledge of the following systems: alphabetic, numeric, alpha-numeric, geographic, subject and chronological. Demonstrate an understanding of safety and security systems. Updating, cross-reference, creating new files and archiving, recycling and shredding.

BSBINM202A — Handle mail
The elements of this competency are:

Skills and knowledge required: Handling and processing incoming and outgoing mail. Bulk mail practices according to procedures required by the postal authorities and the organisation.

BSBWOR202A — Organise and complete daily work activities
The elements of this competency are:

Skills and knowledge required: Work/Personal effectiveness by demonstrating planning and organisational skills as applied to daily routine and a set of nominated tasks. Time management, decision making and problem solving. Role and functions of an office as an integral part of a nominated enterprise. use of office procedures manual.

Assessment will be by practical exercises, problem solving and short-answer questions. Papers will be marked Credit, Pass or Fail.


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