Topics with syllabus and resources
Specific Objectives - At the end of this section pupils should be able to-
- explain staff selection procedures.
- state the importance and methods of staff training.
- describe the indicators of low morale and the methods of raising morale.
- describe different types of staff remuneration methods.
- distinguish between different leadership styles.
- identify the purpose, merits and methods of staff appraisal.
- explain the need for promotion policy for staff.
- understand the meaning and importance of staff promotion and transfer.
- enlist the grounds for staff dismissal.
(i) Staff recruitment: meaning; sources - internal, external.
(ii) Staff selection procedures.
(iii)Staff training: importance; methods - on the job, off the job; preparation of the training programme.
(iv) Staff morale: meaning; importance of morale; factors affecting morale; methods of raising morale; indicators of low morale; importance of team work.
(v) Staff remuneration: methods - time rate, wage rate, incentive methods (Halsey, Rowan plan), wage records (time card, attendance book, pay slip, pay roll, etc.).
(vi) Staff motivation: meaning and importance; factors of motivation; Maslow’s theory of the hierarchy of human needs.
(vii) Staff leadership: leadership qualities; leadership styles.
(viii)Staff appraisal: purpose; merits; methods - merit grading, interviewing, reporting.
(ix) Staff promotion and transfer: meaning and importance; basis (seniority vs. ability); need for promotion policy; process for selection; types of transfer.
(x) Staff dismissal: grounds for dismissal; procedure.
Specific Objectives: At the end of this section pupils should be able to -
- explain the need for efficient communication.
- state the barriers to effective communication.
- identify the oral and written methods of communication.
- describe the procedures of handling people at the Reception.
- identify the appropriate use of internal and external communication methods in given circumstances.
- explain the post office service for mail and telecommunication services for telephone, telex, telegram, tele-fax etc.
- describe the procedures of incoming and out going mail. list and describe mail room machines and equipment.
- compose relevant correspondence from available data - letters, memos, etc.
- describe the standard telephone and switchboard equipment.
- outline recent advances in telephone services.
- explain the arrangements to be made by a secretary for a meeting.
- state the essentials of a meeting.
- identify the different kinds of meetings from given details.
- prepare reports and minutes of a meeting from given notes.
- explain the role of the chairman.
- explain the procedures and common terms used in meetings.
- explain the use of graphic methods of communication.
- construct a table, graph, from given data.
- interpret the graphs or diagrams.
(i) Meaning and importance of communication and essentials of effective communication.
(ii) Methods: oral, written and visual - face to face communication; reception - qualities of a receptionist, procedure of reception, organisation of reception area; interviewing types - appraisal, disciplinary, recruitment, telephone - qualities of an efficient telephone operator, procedure rules for internal and external services, types of calls, modern developments in telephone communication, telephone switch board equipment, others - telex, fax, tele-write, video conferencing, cellular phones, cordless phones, loudspeaking, tele-text, staff locating systems - public address systems, bells and buzzers, lighted signals, wireless signals; written correspondence - essentials of a good business letter, structure of a letter, types of letters (only the following types: application for job, enquiry, quotation, order, complaints, drafting of interview letter, offer of appointment), letter for quick communication (standard letters, blitz reply, monogram, D.O. letters, return memo set), -internal written communication (memos, circulars, office orders), telegrams (types of telegrams, telegraphic addresses, essentials of a telegram, drafting a telegram); report writing - essentials of a good reporter, format simple informal reports (exclude company reports); meetings - meaning, requisites of a valid meeting, types (statutory, annual, extraordinary, board), secretary's duties, preparation of notices, agenda, chairman's role and power, preparation of minutes from given data only, terms used and procedures of meetings; motions; resolutions; adjournment; postponement; voting; proxy; point of order, etc.
(iii)Visual communication and its importance: graphs - nature and types (Z-graph, line-graph, bar graphs); diagrams - nature and types (pictogram, pie, histogram); tables - nature and types, presentation of specific data in tabular form.
(iv) Organisation of mailroom in a large office: handling of incoming and outgoing mail; mechanical aids used; post office services used.
Question Papers For All Subjects
- English 2011 to 2019
- Hindi (Indian Languages) 2013 to 2019
- Mathematics 2011 to 2019
- Physics (Theory) 2011 to 2019
- Chemistry (Theory) 2011 to 2019
- Biology (Theory) 2011 to 2019
- Computer Science (Theory) 2011 to 2020
- Biology (Practical) 2011 to 2019
- Computer Science (Practical) 2011 to 2020
- Chemistry (Practical) 2014 to 2019
- Physics (Practical) 2014 to 2019
- English (Literature in English) 2011 to 2019