nAm I Bl A UnIVERSITY 0 F SCIEnCE AnD TECHnOLOGY

Faculty of Management Sciences

Department of Management

13 Starch Street Priva te Bag 13388 Windh oek NAMIBIA

QUALIFICATION: BACHELOR OF OFFICE MANAGEMENT & TECHNOLOGY

QUALIFICATION CODE: 07BOMT LEVEL: 6

COURSE: Information Administration 2A COURSE CODE: IAD610S

DATE: July 2017 SESSION: (Practical) Paper 2

DURATION: 2 Hours MARKS: 100

EXAMINER($)

MODERATOR:

SECOND OPPORTUNITY EXAMINATION QUESTION PAPER

Ms Lindie Beukes

Mr Godwin Kaisara

THIS QUESTION PAPER CONSISTS 10 OF PAGES (Excluding this front page)

INSTRUCTIONS

1. Answer ALL the questions.

2. Read questions carefully before answering.

T: +264 61 207 2220 F: +264 61 207 9220 E: dml@nust.na W: www.nust .na

3. Make sure your name and surname, question number and the

date appears in the Header or Footer.

4. Give special attention to the manuscript instructions.

1

QUESTION 1 [20]

SPEED AND ACCURACY TEST: 10 MINUTES

TYPE THE FOLLOWING SPEED AND ACCURACY TEST IN FONT COURIER NEW, 1~ LINE-SPACING WITH THREE LINE SPACES BETWEEN PARAGRAPHS.

THIS PASSAGE ALLOWS FOR SPEED LIMITS OF 25, 30 AND 35 WORDS PER MINUTE.

THE REQUIRED SPEED FOR THIS EXAMINATION IS 25 WORDS PER MINUTE.

Is there a correct way to handle conflicts? What are the

effects of poor conflict management. Conflict in the

workplace might be inevitable, as employees have different

personalities, goals, and opinions. Learning how to handle

conflict efficiently is the key to preventing it from

hindering employees' professional growth. Conflict resolution

is only a five-step process:

Firstly you should identify the source of the conflict. The

more information you have about the cause of the conflict, the

more easily you can help to resolve it. To get the

information you need, use a series of questions to identify

the cause, like, when did you feel upset, do you see a

relationship between that and this incident and how this

incident started.

Secondly look beyond the incident. Often, it is not the

situation but the perspective on the situation that causes

anger to fester and ultimately leads to a shouting match or

other visible and disruptive evidence of a conflict.

Thirdly, request solutions. After getting each party's

viewpoint on the conflict, the next step is to get each to

identify how the situation could be changed. Again, question

2

the parties to solicit their ideas. How can you make things

better between you.

Fourthly, identify (25 W. P. M.) solutions both of you can

support. You are listening for the most acceptable course of

action. Point out the merits of various ideas, not only from

each other's perspective, but in terms of the benefits to the

relationship or organisation.

Lastly, (30 W. P .M.) agreement. What action plans will you

both of you put in place to prevent conflicts from arising in

the future and what will you do if problems arise in the

future.

This mediation process works between groups as well

as individuals. Having conflict (35 W.P.M.) or dealing with

conflict can be stressful

3

QUESTION 2 MARKS: 30

Type the following BUSINESS LETTER attractively on A4-Portrait paper. Design your own letterhead with the information given to you .

Adhere to the manuscript instructions and apply the latest typing rules for the correct layout of the document. Students please insert your name and student number in the FOOTER.

Type the document in Comic Sans, size 12 and use normal margins. You are the typist.

Typist: Please insert a horizontal line after the e-mail address.

Subject heading: C::---------- Com laint of Poor Service

t Dear Sir

7 :\::- .,f ~or\<"~ad 1. The staff revealed a large amount of incompetence and a bad

attitude towards customers. No one attended to me for about ten minutes,

and when the waiter showed up, he showed a severe lack Qf interest. He bdd

had to take my order three times, but even so, he still brought me the

wrong food! ~ ~ n~~ ~

2. The service was very slow. lt took almost: an hour for my food

to be fully prepared. } \'-.lr, 0 n

Cwhat made matters worse was that after waiting for so long, the

waiter brought the wrong food and he had to take it back.

ow;ng to the very poor servke tha I recejved on the 1st of May at

your restaurant, Fjve Hearts, I wjsh to ak my comp[ajnts.

unhappy wjth the staff's attjtude and also the quaUt of food.

RECEIVER'S ADDRESS The Manager, Five Hearts Restaurant

-~ ', Private Bag 14456, Windhoek, Namibia

3. The food itself was of poor quality. lt was quite cold and

tasteless. lmmediately l reached home, l suffered from

very bas diarrhoea which lasted two days. ff N~ •

4·AII these t~pgs considered, 1 feel~ \~need to be compensated. N m addition, \!demand that you improve I service at Five Hearts P\~a~ thse.f\;,

~t.J.ll e)p ( ·)

Restaurant or shut it down as I service being offered is +-hazardous to 1 health of your customers. hIs If you do not do either of these, 1 will report it to I authorities

myself. .::f Enclosed, please flnd the~ of a few people who share the tdl~ 1

same concerns. You can contact me at the following email address: 'I\-o..l enzio.enterprises@yahoo.com.na l would love to hear from you as

soon as possible. Yours faithfu~o Enssle, Director - He.ase.. d\s~~

corr~oHj

Typist: Please use the following information to create a letterhead: Enzio Enterprises

Text Effect: Blue Transparent, Accent 1, Outline- Accent 1 Transform: Can Down

Postal Information: 154 Nelson Mandela Drive, Windhoek, Namibia Tel : 061-261585, Fax: 061-261586 Email: enzio.enterprises@yahoo.com.na

Typist: Please type the postal information in font Arial, size 12, bold, centre.

Name of Student Question 3 July 2017

QUESTION 3 MARKS: 20

Use the correct display and type a copy of the following original TESTIMONIAL.

Use the font Arial, font size 12, unless indicated otherwise. Make provision for its certification as a TRUE COPY.

KHOMAS COLLEGE PO Box 6337, WINDHOEK, Namibia Tel: 061-251252, Fax: 061-251253

E-mail: khomascollege@yahoo.com.na

To Whom It May Concern ~c, !Sold, l?...

t

I the undersigned, take great pleasure in testifying in favour of

She is a 4~ year student for the Bachelor in Office Management and

Technology. ~

lr) 1ul\

She obtained the NationQ.! Certific~ and Diplomajn ~c\dJ "J-tcJ

Office Management and Technology in April 2010 and iX>\~, I.\-8.\

2012 respectively. She also obtained the Diploma .iD &>1& 1 ~

Public Relations at the University of Namibia in 2009.

Ms Sheya is a student who always handed in her assignments on time.

~

S~ has good communication skills with 'k_ense of responsibility.

Name of Student Question 3 July 2017 V'll:lO-t.ot

Ms Sheya is a friendly but ~~~S~!J!I.!l!!9 young person ~')'-_____________________ ) lwho can be trusted to always do her best at any task without supervision.

She has a strong desire to network with people. _]- l\...\1-\ o~

(I am convinced that she will be an asset in any institution or organization to

which she might apply.

I wish her every success. Mr Gerrith Witbooi is the Principal of Khomas

College.

Please insert the following footer: "Disciplined is the key to success"

Use font Calibri, size 10, u/c, centre, italics, bold.

-

7

QUESTION 4 MARKS: 30

Use the software application program MICROSOFT ACCESS on your computer to type the following question.

The document should be typed on A4-landscape paper.

You work as an Office Administrator at the Named Medical Aid Company. Your responsibility at Named is to create a database for all the new applications. Use the following information to set up a database which is called: Named Clients.

Create a table in design view and name it: Question 4 Named + your Name in brackets. Use text for all fields except "llnesses" use. Use Yes/No for the field name "llnesses".

FIELD RECORD 1 RECORD 2 RECORD 3 RECORD 4 RECORD 5 RECORD 6 I

i

NAME Sal:at:l ~ '-~) Victoria Fesfl:ls ~~-<::.\!> Monica Andrew Chris ' -- -----

SURNAME Adolph ~ohnson - Augustinus ...-:.::::: Luk~ Matheus Hendricks

eOMPANY ~~r-e..~ PO Box 1236 PO Box 569 PO Box 6583 PO Box 5668 PO Box 7 456 PO Box 5412

AGE 37 49 35 55 ~ 45

V";: • '"'--- __....- f'\ e~,\-i ''0 M CATEGORY f\..Silver ____...::><=- Gold Platinum ~ Silver Platinum

. Salary . Salary PAYMENT METHOD Deb1t Card Cash D d t· Deb1t Card Cash D d t. e UCIOnS e UCIOnS

CHRONICAL ILLN_ESSE_~ _____ L_~e_:_____ Yes No No No Yes

8

ADDITIONAL EDITING INSTRUCTIONS:

1. Copy the Table (Named Clients) and save it as: Question 4 Named Clients Final + your name in brackets.

2. Insert the column "Date Joined" between "Age" and "Category" with the following information:

Record 1 Record 3 Record 5

- 10 February 2017 Record 2 Record 4 Record 6

- 10 March 2017 - 10 April2017 - 12 January 2017 - 12 February 2017 - 15 March 2017

Please use Medium Date for the date format

3. The following amounts are still outstanding from the clients. Insert the column "AMOUNT" between "Category" and "Payment Method" fields and insert the following information:

Record 1 Record 3 Record 5

N$2 670 N$5 600 N$2 510

Record 2 Record 4 Record 6

N$6 550 N$4 430 N$2 200

4. Chris Hendricks left the company to join another medical company. Please remove him from the database.

5. The client, Ruth Adolph got married to Mr Petrus Shatimwene. Please change her particulars accordingly.

6. The outstanding amount owed by Andrew Matheus is wrong, it should be N$3 600.

7. Change the font to Arial and the font size to 12.

8. Change the row height to 40.

9. Change the Datasheet formatting as follows:

The background colour of the table must be "white" and the alternate background colour must be "light gray 2". The cell effect should be "flat" and the gridlines must be "black" (both vertical and horizontal).

10. Sort the table in ascending order according to the Surname.

11 . Resize Column width .

12. Use wide Margins and print the table on A4 landscape paper.

14. Ensure that you hand in TWO Printed Tables: Named Clients and Named Clients Final.

9

ADDITIONAL EDITING INSTRUCTIONS:

1. Copy the Table (Named Clients) and save it as: Question 4 Named Clients Final + your name in brackets.

2. Insert the column "Date Joined" between "Age" and "Category" with the following information:

Record 1 Record 3 Record 5

- 10 February 2017 Record 2 Record 4 Record 6

- 10 March 2017 - 10 April 2017 - 12 January 2017 - 12 February 2017 - 15 March 2017

Please use Medium Date for the date format

3. The following amounts are still outstanding from the clients. Insert the column "AMOUNT" between "Category" and "Payment Method" fields and insert the following information:

Record 1 Record 3 Record 5

N$2 670 N$5 600 N$2 510

Record 2 Record 4 Record 6

N$6 550 N$4 430 N$2 200

4. Chris Hendricks left the company to join another medical company. Please remove him from the database.

5. The client, Ruth Adolph got married to Mr Petrus Shatimwene. Please change her particulars accordingly.

6. The outstanding amount owed by Andrew Matheus is wrong, it should be N$3 600.

7. Change the font to Arial and the font size to 12.

8. Change the row height to 40.

9. Change the Datasheet formatting as follows:

The background colour of the table must be "white" and the alternate background colour must be "light gray 2". The cell effect should be "flat" and the gridlines must be "black" (both vertical and horizontal) .

10. Sort the table in ascending order according to the Surname.

11. Resize Column width .

12. Use wide Margins and print the table on A4 landscape paper.

14. Ensure that you hand in TWO Printed Tables: Named Clients and Named Clients Final.

10

13. QUERY:

Retrieve the final copy of Named Clients and create a Query that shows all the records that shows all the cash payments.

14. REPORT:

Using the Report Wizard and create a Columnar Report. Make sure that the Surname is Ascending and that you print in portrait.

15. Print the tables on A4 landscape paper and the Report on portrait. Margins must be Normal.

16. Ensure that you hand in the following :

TWO Printed Tables: Clients and Clients Final, the Query as well as your Columnar Report.

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