Office Technology Ques

MINISTRY OF EDUCATION
FIJI SCHOOL LEAVING CERTIFICATE EXAMINATION 2009
OFFICE TECHNOLOGY
Time Allowed: Three hours

(An extra ten minutes allowed for reading this paper.)
INSTRUCTIONS
1. Write all your answers in the Answer Book provided.
2. Write your Index Number on the front page and inside the back flap of the Answer Book.
3. If you require more paper, ask the supervisor for extra sheets. Tie these inside the Answer
Book at the appropriate places.
4. There are three sections in this paper. Sections A and B are compulsory.
Note the choices in Section C.
SUMMARY OF QUESTIONS
Section Guidelines Total Suggested

Mark Time
There are thirty multiple-choice questions.
A 30 45 minutes
All the questions are compulsory.
There are three questions.
B 30 55 minutes
All the questions are compulsory.
There are four questions.
C 40 80 minutes
Answer any two questions.
COPYRIGHT : MINISTRY OF EDUCATION, REPUBLIC OF THE FIJI ISLANDS, 2009.

2.
SECTION A MULTIPLE - CHOICE QUESTIONS [30 marks]
The thirty multiple - choice questions in this section are all compulsory.
Each question is worth 1 mark.
INSTRUCTIONS FOR MULTIPLE - CHOICE QUESTIONS
1. In your Answer Book, circle the letter which represents the best answer.
If you change your mind, put a line through your first choice and circle
the letter of your next choice.
For example : 12 A B C D
2. If you change your mind again and like your first answer better, put a line
through your second circle and tick () your first answer.
For example : 12 A B C D

3. No mark will be given if you circle more than one letter for a question.
1. A conventional office layout is where work areas are separated by
A. pot plants.
B. fixed walls.
C. filing cabinets.
D. acoustic screens.
2. One of the responsibilities of an employee is to
A. release financial details to the media.

B. maintain the confidentiality of the work carried out.
C. release personal information about other employees.
D. disclose new products before they are released for sale.
3. External noise in the workplace could be eliminated by
A. using double-glazed windows.

B. placing noisy machines on sound absorbing surfaces.
C. using acoustic screens and book-shelves between workstations.
D. placing noisy equipment like photocopiers away from the main office.
© MINISTRY OF EDUCATION, FSLCE 2009 : OFFICE TECHNOLOGY.

3.
4. Which of the following symptoms is a physical sign of excessive stress ?
A. intolerance to noise
B. inability to concentrate
C. feeling of tension in the back or neck
D. over-reaction to situations at work or at home
5. A review of how an employee has carried out the duties of a job is known as
A. self-assessment review.
B. conditional review.
C. performance referral.
D. performance appraisal.
6. A secretary would screen personal callers when she has to decide who should
A. enter the reception area.

B. use the office equipment.
C. see the General Manager.
D. leave the reception area first.
7. The level of communication that occurs when people use telephone, reports and
memos is referred to as
A. mediated communication.
B. interpersonal communication.
C. intrapersonal communication.
D. person to group communication.
8. A duty of the Chairperson of a meeting is to
A. record attendance and apologies.

B. prepare the location of the meeting.
C. make sure only one person speaks at one time.
D. provide notepaper, drinking water and refreshments.
9. A meeting that is organised for a small number of people to discuss a particular

topic is known as a
A. seminar.
B. committee.
C. convention.
D. conference.
Turn Over
4.
10. The two main components of a computer system unit are the
A. CPU and the RAM.

B. printer and the VDU.
C. mouse and the keyboard.
D. floppy disk drive and the RAM.
11. Which of the following devices can store a whole set of encyclopaedia ?
A. hard disk
B. CD-ROM
C. floppy disk
D. magnetic tape
12. Which of the following statements about computer system software is incorrect ?
A. It processes the data in a computer.
B. It maintains security on a computer system.
C. It enables the users to do their work on the computer.
D. It enables the hardware to understand application software instructions.
Study the format of the passage given below and answer Questions 13 and 14.
As a student, it pays to have some knowledge of the psychology of

how you learn, but also (may be even more important) of how you
forget and remember. If you cannot improve your in-built powers
of memory, you can at least improve the use you make of it.
13. The font style used in the passage above is
A. Arial.
B. Rockwell.
C. Comic Sans MS.
D. Times New Roman.
14. Which of the following typing formats is used in the passage ?
A. centred layout
B. blocked layout
C. justified layout
D. indented layout

5.
15. What does the user error message File not Found mean ?
A. the file is in use

B. the file has been shut down
C. you have typed an incorrect filename
D. check the filename and directory and retype
16. Peter is a staff of Wananavu College. He uses the college office telephone to call
the Manager of Coca Cola Limited to enquire about his sponsorship. The Manager
has just agreed to sponsor Peter when the telephone line was cut off. Who should
initiate the call again ?
A. Peter
B. the Telephone Operator
C. the Manager of Coca Cola Limited
D. the Receptionist at Wananavu College
17. A business ownership that requires a minimum of two and a maximum of twenty-
five shareholders is known as a
A. partnership.
B. public company.
C. private company.
D. non-profit organisation.
18. A document that needs to be presented properly in an interview and is also the
first document the interviewer will look at is the
A. resumê.
B. school report.
C. application letter.
D. employment reference.
19. To avoid moving a file into a sub-folder but ensure copying it, an end-user could
A. press the Ctrl key and the letter a.

B. release the Ctrl key before the mouse button.
C. click the folder, display the sub-folders then click and drag the file.
D. hold the Ctrl key down, click and drag the file, release the mouse
button then release the Ctrl key.
Turn Over
6.
Study the resource given below and answer Question 20.
While her customer was complaining about being short-changed,

the Secretary kept quiet but then queried the amount after the
customer had given her share of views.
20. Which of the following personal attributes was displayed by the Secretary in the
resource above ?
A. calm
B. smart
C. efficient
D. organised
21. “As a subscriber for Sky Pacific, you may purchase tickets a fortnight before the
general public.”
The above statement is part of a letter in which the writer is
A. candid.
B. concise.
C. courteous.
D. considerate.
22. Which word processing feature will enable someone who is preparing a document
to change a word as fast as possible ?
A. help
B. bulleting
C. word wrap
D. find and replace
23. Which of the following sentences is said to be concrete ?
A. Ken is buying a 2006 Model, white Honda CRV car.

B. The car is parked beside the coconut palm.
C. The boy is studying law at the university.
D. I shall place the box on the mat.

7.
Study the resource given below and answer Questions 24 and 25.
A student was instructed by her Computer teacher to do the

following steps in order to back-up data onto a floppy disk:
(i) Open explorer

(ii) Insert a blank floppy disk
(iii) Click start
(iv) Click programs
(v) Click accessories
(vi) Click system tools
24. The next three steps that the student has to do are to
A. read the menu, click OK, click back-up.

B. click back-up, read the menu, click OK.
C. click next, click floppy A:\, click back-up.
D. click OK, read the menu, click start back-up.
25. Which of the following software is located together with the system tools ?
A. start-up software
B. calculator software
C. HP Deskjet software
D. Microsoft Office software
26. The involvement of a third party to resolve a dispute is referred to as
A. smoothing.
B. arbitration.
C. conciliation.
D. compromise.
27. What is another name for subscription in a business letter ?
A. salutation
B. designation
C. name of signatory
D. complimentary close
Turn Over
8.
28. When the icon given on the right is clicked or chosen,
A. all text are centred and justified.

B. the formatting marks are displayed.
C. incorrect words are shown within the margin.
D. the cursor automatically wraps a word onto the next line.
Study the extract given below and answer Question 29.
A report on the survey of the present operations of Bula Gardens Ltd was
requested by Mr Smith on 28 August, 2009 and was due on 28 October, 2009.
29. Which part of a report is given in the extract above ?
A. findings
B. procedure
C. conclusions
D. terms of reference
30. Which one of the following is a good example of an open question ?
A. Would this afternoon be convenient ?

B. Who did you speak to about the problem ?
C. Is Saturday morning a good time for shopping ?
D. Have you informed the police about the break-in ?

9.
SECTION B [30 marks]

Answer all the questions in this section. Each question is worth 10 marks.
QUESTION 1 MATCHING (10 marks)

Match the terms in List A with the descriptions in List B. Write the letters of the descriptions
from List B in the spaces provided beside the numbers 1 to 10 in your Answer Book.
List A List B
1. Work cover A. A short natural break from

work.
2. Reliability
B. Rules of conduct governing
3. Dictionary catalogue formal occasions.
4. Micropause C. To make a copy of the software

programs.
5. Back-up
D. Setting of a condition with which
6. Piracy one group can comply more easily
than another.
7. Proxy
E. A government scheme for workers‟
8. Mission statement compensation.
9. Protocol F. Sets out the ultimate goal of the

organisation.
10. Indirect discrimination
G. Author, title and subject cards are
interfiled in alphabetical order.
H. When a person is unable to attend

a meeting, he/she appoints someone
else to vote for his/her place.
I. Deals with the collection and use

of data about people.
J. To be dependant upon for knowledge,

experience, etc.
K. Making illegal copies of software

programs.
L. To treat other people as you would

wish to be treated yourself.
Turn Over
10.
SECTION B (continued)
QUESTION 2 FILL IN THE BLANKS (10 marks)
Fill in the blank spaces with appropriate word(s). Write the appropriate words beside the
numbers 1 to 10 in your Answer Book.
1. A list of skills and qualifications needed to perform a job is written in the job
__________________________.
2. The way in which the receptionist carries out specific duties and receives
visitors in a business can create either a positive or negative
__________________________.
3. A ____________________ receptionist will have as much relevant information

as possible readily available so that when clients make enquiries, these can be
processed quickly and efficiently.
4. To open a document, the ____________________ head locates the file and places
a copy of it into the RAM so that it can be edited.
5. A typist should leave ____________________ space(s) after typing a full stop at

the end of a sentence.
6. One ____________________ of a telephone call is that there is no formal record

of the conversation.
7. Doing things using your own judgement instead of doing only what you are told
to do reflects ____________________.
8. To comprehend a client‟s message, you have to listen ____________________ and

understand the non-verbal parts of the message.
9. An application letter is also known as a ____________________ letter when applying

for a job.
10. Envelopes that have a cut-out address panel and covered with a transparent material
are called ____________________ envelopes.

11.
QUESTION 3 SHORT ANSWERS (10 marks)
Write your answers in the spaces provided in the Answer Book.
(a) Briefly explain the difference between corporate plan and annual report.
(2 marks)
(b) Reception duties form part of many secretarial positions. Describe the
secretary‟s role in each of the following :
(i) receiving callers with appointments
(ii) dealing with callers without appointments (2 marks)
(c) Name three areas that may be covered by policy and procedure manuals
in an organisation. (3 marks)
(d) Identify and explain three devices that are used to record appointments in
an office. (3 marks)
Turn Over

12.
SECTION C [40 marks]
Answer two questions from this Section – one question from either Question 1 or 2 and
the second question from either Question 3 or 4. Each question has two parts which are
both compulsory and worth 20 marks.
EITHER
QUESTION 1 THE RECEPTIONIST’S FUNCTION WITHIN (20 marks)
AN ORGANISATION AND COMPUTER CONCEPTS
PART A SHORT ANSWERS (10 marks)
Refer to the passage given below to answer the questions that follow.
Angeline is the receptionist at a regional council. The organisation is staffed mainly by

outside staff with a small number of administrative staff in the branch office. The people in
the field all wear bush jackets with the council logo. It was suggested that the office staff
should also wear a uniform – navy skirts or trousers and jackets and white blouses with a logo
on the pocket. Angeline said that she didn‟t want to look like everyone else. She wanted to
wear her own clothes, which were always clean and modern. Her skirts were a little too
short. The clients loved it – but it wasn‟t keeping with the organisation‟s policies.
The communication officer, Billy, stated that all personnel were to change to the new
uniforms, which would be paid for by the organisation, and that if staff members refused to
wear them, they would be taken to a work area out of the public eye. This was shaping up to
be a showdown between Angeline and Billy. Angeline said that her clothes were fine and
that she didn‟t see why she should be one of a pack; she felt that the receptionist should be
„special.‟
Billy said that because of the company‟s image, it was necessary for all the staff to comply
with regulations. The General Manager signed the clothing policy on Friday and all the staff
had to wear the new clothes on Monday, or else not to work in the public eye.
(a) Briefly explain the difference between outside staff and administrative
staff. (2 marks)
(b) How would Angeline‟s behaviour affect the corporate image of the
organisation ? (2 marks)
(c) If you were Angeline‟s supervisor, how would you help improve her
administrative roles. (2 marks)
(d) Explain the difference between organisation policies and organisation

procedures. (2 marks)
(e) Identify the type of conflict highlighted in the above passage and explain
the possible solution to this problem. (2 marks)

13.
PART B ESSAY WRITING (10 marks)
Write an essay of about 150 – 200 words on the question given below.
Using examples, identify any four types of software application programs and
discuss their uses.
OR
QUESTION 2 FILE MANAGEMENT, INTERPERSONAL (20 marks)
SKILLS AND OFFICE ADMINISTRATION
(a) Study the picture given below and answer the question that follows.
List the four steps that need to be taken by someone if he/she is

asked to change the name of sub-folder Unit 1 to Hardware. (2 marks)
(b) State four functions of the Start menu. (2 marks)
(c) Briefly explain the cause and solution of the user error message “Not
enough RAM.” (2 marks)
(d) Explain the four steps involved in deleting folders and files on a floppy disk. (2 marks)
(e) Identify a similarity and a difference between a floppy disk and a

compact disk. (2 marks)
Turn Over
14.
SECTION C (continued)
Using examples where possible, discuss the roles and responsibilities of a Secretary
as an interface between the public and an organisation.
EITHER
QUESTION 3 DOCUMENT PROCESSING AND (20 marks)
BUSINESS COMMUNICATION
(a) Describe the two formats of tabular work. (1 mark)
(b) Explain two features of word processing which can be activated while
using the view menu. (1 mark)
(c) Identify and describe the word processing icons shown below.
(i) (ii) (iii) (iv)

(2 marks)
(d) Rewrite the memorandum given below using blocked style with open punctuation.
To all members of the staff from Mr D. Brown, Supervisor. Use today‟s

date and the subject is Rest Room. It may not be generally known that
there is a comfortably furnished room with a bed and easy chairs which
may be used by any member of staff who is feeling ill. The key is kept
by the Librarian and may be obtained at any time.
If a member of staff does feel unwell, however, he/she should notify me

or my deputy so that we are aware of the situation.
(3 marks)

15.
(e) Describe how the cut and paste features work. (1 mark)
(f) Identify four tools that belong to the drawing toolbars. (2 marks)
Discuss business communications at the workplace with reference to the

following headings.
Parts of the communication process

Communication process in relation to an office situation
Barriers of communication
Aspects of building goodwill in business
Turn Over

16.
OR
QUESTION 4 BUSINESS COMMUNICATION AND (20 marks)
OFFICE ADMINISTRATION
(a) You are employed at Office Works Limited. In your capacity as Secretary to the
Social Club Committee, prepare the minutes of the last meeting from the following
agenda and notes taken at the meeting. Use the block layout.
OFFICE WORKS LTD

SOCIAL CLUB COMMITTEE Notes:
A meeting of the Social Club Present: Mrs S Handy

(Chairman)
Committee will be held in the Mr J Watisoni
Miss B Light
Club House on Monday 26 October 2009 Mr R Patric
Mr L Tauri
at 1930 hours Miss G MacDonald
Mr K Rokoratu
Mr D Wananavu
AGENDA
1. Apologies for absence Mrs B O’Neil & Mr M Knight
2. Minutes of the last meeting held on Approved

30 September 2009 JW – Tennis club’s annual tournament
v.successful 24 members competed. G. Harvey
3. Matters Arising Won cup.
LT – Costs of production exceeding budget -
4. Newsletter agreed to issue monthly instead of fortnightly.
To be held on 4 Nov in Sports Field. $200
allocated from company for fireworks
5. Fireworks Display GM agreed to organise
KR suggested a disco in December at Club House-

6. Fund-raising Event in aid of Oxfam $50 to be donated from Club Funds. Further
discussion at next meeting.
7. Any other business AGM on 13 November – agreed to propose

increase in membership subs from $1 to $2 per
week
8. Date of next meeting
Nov 2 same time/place
(7 marks)

17.
(b) You have been selected to attend an interview for the position of
Secretary at the Pasifika Hotel in Nadi. Discuss three documents
you need to include in your job folder before going to the interview.
(3 marks)
Discuss the concepts of having an ergonomic workstation in accordance with

Occupational Health and Safety Guidelines. Include the following details :
Posture and movement.

Keyboard placement.
Work surface height.
Screen placement.
Document folder.
Chair.
THE END
COPYRIGHT : MINISTRY OF EDUCATION, REPUBLIC OF THE FIJI ISLANDS, 2009.

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MINISTRY OF EDUCATION

FIJI SCHOOL LEAVING CERTIFICATE EXAMINATION 2009

Time Allowed: Three hours

1. Write all your answers in the Answer Book provided.

Section Guidelines Total Suggested

COPYRIGHT : MINISTRY OF EDUCATION, REPUBLIC OF THE FIJI ISLANDS, 2009.

SECTION A MULTIPLE - CHOICE QUESTIONS [30 marks]

INSTRUCTIONS FOR MULTIPLE - CHOICE QUESTIONS

1. A conventional office layout is where work areas are separated by

2. One of the responsibilities of an employee is to

A. release financial details to the media.

3. External noise in the workplace could be eliminated by

A. using double-glazed windows.

© MINISTRY OF EDUCATION, FSLCE 2009 : OFFICE TECHNOLOGY.

4. Which of the following symptoms is a physical sign of excessive stress ?

A. enter the reception area.

8. A duty of the Chairperson of a meeting is to

A. record attendance and apologies.

9. A meeting that is organised for a small number of people to discuss a particular

A. CPU and the RAM.

As a student, it pays to have some knowledge of the psychology of

13. The font style used in the passage above is

14. Which of the following typing formats is used in the passage ?

© MINISTRY OF EDUCATION, FSLCE 2009 : OFFICE TECHNOLOGY.

A. the file is in use

A. press the Ctrl key and the letter a.

Study the resource given below and answer Question 20.

While her customer was complaining about being short-changed,

23. Which of the following sentences is said to be concrete ?

A. Ken is buying a 2006 Model, white Honda CRV car.

© MINISTRY OF EDUCATION, FSLCE 2009 : OFFICE TECHNOLOGY.

A student was instructed by her Computer teacher to do the

(i) Open explorer

A. read the menu, click OK, click back-up.

26. The involvement of a third party to resolve a dispute is referred to as

27. What is another name for subscription in a business letter ?

28. When the icon given on the right is clicked or chosen,

A. all text are centred and justified.

Study the extract given below and answer Question 29.

29. Which part of a report is given in the extract above ?

30. Which one of the following is a good example of an open question ?

A. Would this afternoon be convenient ?

© MINISTRY OF EDUCATION, FSLCE 2009 : OFFICE TECHNOLOGY.

SECTION B [30 marks]

QUESTION 1 MATCHING (10 marks)

1. Work cover A. A short natural break from

4. Micropause C. To make a copy of the software

9. Protocol F. Sets out the ultimate goal of the

H. When a person is unable to attend

I. Deals with the collection and use

J. To be dependant upon for knowledge,

K. Making illegal copies of software

L. To treat other people as you would

QUESTION 2 FILL IN THE BLANKS (10 marks)

3. A ____________________ receptionist will have as much relevant information

5. A typist should leave ____________________ space(s) after typing a full stop at

6. One ____________________ of a telephone call is that there is no formal record

8. To comprehend a client‟s message, you have to listen ____________________ and

9. An application letter is also known as a ____________________ letter when applying

© MINISTRY OF EDUCATION, FSLCE 2009 : OFFICE TECHNOLOGY.

QUESTION 3 SHORT ANSWERS (10 marks)

Write your answers in the spaces provided in the Answer Book.

(i) receiving callers with appointments

(ii) dealing with callers without appointments (2 marks)