Office Communication and Business Procedures

Comprehensive practice flashcards reviewing office communication channels, mail despatch services, reference sources, office stationery and paper sizes, organizational structures, and communication climates.

What key features distinguish courier services for despatching mail?

They offer quick, safe door-to-door delivery of documents or heavy/bulky packages to local or international destinations, handle customs clearance, and allow online shipment tracking.

What is the name of the government-operated postal service in Trinidad & Tobago?

TTPOST.

What are the characteristics and uses of First class mail?

It is used for letters, printed papers, postcards, and small packages.

How does Priority/express mail differ from Second class/non-priority mail?

Priority/express mail provides same-day local delivery and first available dispatch overseas for letters and small packages, whereas Second class/non-priority mail is used when delivery speed is not important and carries reduced rates.

What markings must airmail packets bear?

A blue air mail label, a blue stamp reading 'Par Avion', or the words 'AIR MAIL'.

What is registered mail and when is it used?

A post office service provided at an extra cost for important mail where the recipient must sign for it to ensure receipt.

What information does a Post Office Guide provide?

Detailed postal regulations and postal rates.

What is Hansard?

The official edited report of the proceedings of a parliamentary body.

What type of information is published in an Official Gazette?

Government information relating to legislation, vacancies and appointments in the government service, and probate advertisements.

What is a Trade Journal, and what is an example given in the text?

A periodical providing news and details relating to a particular trade or profession, such as the United States International Services Licensing Regime.

What are the distinct characteristics and office uses of bond paper?

It is super quality, durable paper reserved for top-quality work and letters bearing the company's letterhead.

How do flimsy/bank paper and onion skin paper differ in appearance and purpose?

Flimsy/bank paper is thin, low-quality paper used for carbon copies, drafts, and multiple copies of forms, whereas onion skin paper is strong and translucent (see-through), often used for tracing diagrams.

What is NCR paper and what is it used for?

Paper designed to produce immediate copies without carbon paper, supplied in sets of twos or threes and used for forms, bills, and receipts.

How does an aperture envelope differ from a window envelope?

A window envelope has a transparent material secured over the front rectangular panel, whereas an aperture envelope has an uncovered rectangular panel with no transparent material.

What is the construction and design purpose of an anti-trap envelope?

It is a pocket-style envelope with a clip at the back or a shallow pocket inside the opening that allows the flap to be tucked in without sealing.

What text is printed on business reply envelopes, and what is their purpose?

They are printed with 'BUSINESS REPLY SERVICE' or 'NO POSTAGE NECESSARY' so that clients can send replies back to a business without paying postage.

What visual features identify an airmail envelope?

A lightweight envelope with an interior pattern, a border of red and blue parallelograms on all four edges, and the words 'VIA AIRMAIL' printed on it.

What are the common office uses for paper sizes A4, Legal, A5, A6, A8, and A9?

A4: long letters, memos, minutes; Legal size: long letters, reports, legal documents; A5: short letters, short memos; A6: invitations, postcards, receipts; A8: business cards; A9: labels and price tags.

What does downward communication involve in an organization?

Persons from higher levels sending information down to subordinates to inform them of job responsibilities, reinforce management objectives, relay job performance results, and instruct on improving productivity.

What commonly hinders upward communication in an organization?

Middle managers in the communication chain who filter messages—especially unfavourable ones—and do not transmit all information to the top.

How do horizontal and vertical communication differ?

Horizontal communication occurs between individuals on the same organizational level, while vertical communication consists of instructions, directives, or policies sent by supervisors to lower levels in the management structure.

How can a shift system negatively affect the flow of communication?

One shift may receive information before another (leading to inaccurate or incomplete messages being passed along), and differing communication effectiveness among shift managers can lead to inconsistent reception.

What is a centralised business structure, and when is it recommended?

A structure keeping main responsibilities and decision-making firmly at the top/head office; it is recommended for businesses with similar products/services, common distribution channels, few core competencies, or small businesses.

How is authority structured and balanced in a matrix organization?

Workers report simultaneously to two supervisors: a functional manager and a project manager. A president or CEO at the top is responsible for balancing power between them.

What are the disadvantages of a matrix organizational structure?

Uncertainty among employees regarding reporting relationships, slower decision-making or group dynamic issues (one-person domination, compromises, loss of focus), and more time required to coordinate tasks.

What are the four primary layers in a pyramid organizational structure from top to bottom?

Top-level management, middle management, supervisors, and employees at the lowest level.

What seven factors must be considered when selecting an appropriate communication channel?

Degree of urgency, genre (oral, written, electronic, visual), confidentiality and privacy, location and distance, time zones, cost, and size of audience.

What are the opposing characteristics of an open communication climate versus a closed communication climate?

Observational vs. Judgemental; Problem-solving vs. Manipulative; You-oriented vs. Me/we-oriented; Equal vs. Condescending; Flexible vs. Dogmatic; Clear objectives vs. Hidden agenda; Supportive vs. Defensive.

What are two key advantages and two disadvantages of formal communication?

Advantages: assigns responsibility, saves time/effort over informal arguments, is binding/obeyed, avoids awkward face-to-face contact. Disadvantages: higher reproduction/delivery cost, impersonal/fails to motivate, divisive between recipients/non-recipients, and too rigid.

What are the disadvantages of informal communication (the grapevine)?

It makes it difficult to fix responsibility for accuracy, bypasses lines of authority, spreads rumours/inaccuracies, and can lead to the indiscriminate disclosure of classified information.

What are two advantages and two disadvantages of oral communication?

Advantages: relatively cheap, saves time (direct), provides immediate feedback, improves interpersonal relationships. Disadvantages: leaves no record, tone/expression can distort meaning, recipient retention varies, and requires attentive listening.

How does an intranet differ from the internet?

The internet is a vast global network accessed via ISPs (e.g., FLOW, TSTT), whereas an intranet is a private, protected internal network used exclusively to securely send information among company employees.

What distinguishes teleconferencing from videoconferencing?

Teleconferencing connects three or more people via telephone to conduct a conversation, whereas videoconferencing allows participants in different locations to both see and hear each other via TV or computer technology.

What is netiquette?

A set of prescribed rules and guidelines for users communicating over networks or social media platforms, such as respecting privacy and not sending unwanted e-mails.

What are the disadvantages of written communication?

Information can be changed or tampered with, documents can be soiled, damaged, or misplaced, office storage space/equipment is required, and unauthorized access can disclose information.

In visual communication, what is a mock-up and how is it used?

A display of information using full-size models designed for the purpose of demonstration or teaching.