Ramlal Educational Institute
Office Administration
Ms. Shanta Baboolal
Changes in Office Administration Syllabus for 2026
Organization of the Syllabus
Section I Office Orientation
Section II Reception and Hospitality
Section III Communication
Section IV Meetings
Section V Travel Arrangements
Section VI Records and Information Management
Section VII Human Resource Management
Section VIII Accounts and Financial Services
Section IX Procurement and Inventory Management
Section X Sales, Marketing and Customer Service
Section XI Operations and Dispatch and Transport Services
*Section III- Recruitment and Orientation was eliminated from previous
syllabus and implemented under the Section Human Resource Management
Ramlal Educational Institute
Office Administration
Ms. Shanta Baboolal
Section Specific Objective New Implemented Changes
Section 1: 1. Role and Functions of the office (a) Production, distribution and exchange
Office of goods and services was merged
Orientation
5. Types, purpose and use of resources (b) plotter (c) computer and supporting
technological devices and smart board
6. Factors to consider when selecting Factors: (a) efficiency; (b) effectiveness; (c)
different types of resources for the office cost; and, (d) feasibility (purchasing vs
environment renting).
7. propose desirable skills, attitudes and Attitudes:
attributes of office personnel; (iii) the use of technological tools;
Attributes:
ethical behaviour: equity, respect
Section II: 2. identify the duties and attributes of a
Reception and receptionist; (a) Duties and responsibilities of a
Hospitality receptionist:
(iv) operating a manual or automated
telephone system
(vii) receiving and filing business cards
(removed)
3. describe proper techniques for receiving Telephone techniques: (a) telephone
and relaying messages by telephone; etiquette; (b) receiving and delivering
messages; (c) maintaining a personal and a
company directory; and, (d) functions and
operations of automated switchboards.
(This topic was removed from
communication section and implemented in
reception section)
Section III:
Communicatio 1. describe the various channels of (a) Directional (upward, downward;
n communication used in the office diagonal, horizontal and grapevine) was
removed from under communication flows
(Communication climate was removed
from communication flows and placed
under the heading barriers to
communication)
(c) Electronic: (ii) computer, internet,
intranet, electronic mail social media,
websites
(f) Non-verbal: (i) body language; (ii)
proxemics; and, (iii) para language.
Ramlal Educational Institute
Office Administration
Ms. Shanta Baboolal
*Removed forms of decision making
structures
4. select appropriate types and sizes of (c) Uses of stationery, for example,
stationery for a variety of uses; business cards, letters, flyers.
6. assess the importance of services offered Removed telephone techniques and only
by telecommunication providers; has telephone services
9. examine procedures for dealing with (a) Procedures for dealing with incoming
incoming and outgoing mail in large and mail:
small offices. (iii) treatment of junk, spam, malicious
mail;
(iv) organizing electronic mails (creating
folders and drives);
(b) Procedures for dispatching mail:
(iv) sending electronic mail with
attachments.
Equipment for preparing mails for dispatch:
(ii) addressing machines; (iv) letter openers
removed
Section IV
Meetings 1. define terms associated with business (h) by-laws
meetings;
2. prepare documents associated with Preparation of various documents used at
meetings; meetings:
(d) reports.
4. list the various types of meetings; Types of meetings:
(vii) Workshops/Webinars.
5. organise different types of meetings (iv) circulating of meeting credentials and
virtually and face to face; documents; and,
(v) meeting etiquette.
6. discuss basic legal requirements of Basic legal requirements for AGM: (b)
Annual General Meetings; quorum;
Removed: (b) management structure of
companies; (c) officers, shareholders of
companies; meeting proxies
Section V 5. determine monetary instruments for use Removed travelers cheques
Travel during travel. Implemented: (e) mobile currency.
Ramlal Educational Institute
Office Administration
Ms. Shanta Baboolal
Section VI 3. analyse the different types of records (v) alpha-numeric
Records and and information management systems;
Information (b) Advantages and disadvantages of
Management Record and Information Management
Systems.
4. maintain a record and information (a) Maintenance of Record and Information
management system; Management Systems: (i) selection of
appropriate filing method; and, (ii) rules of
filing.
5. outline the procedures for dealing with (e) backing up to off-site or cloud storage.
inactive files; (f) Electronic Documents and Records
Management System removed
6. describe the main legal stipulations
governing access to and retention of (g) document retention policies.
documents;
7. discuss the use of manual and electronic (b) internal and external storage media;
resources required for records and thumb drives
information management
(d) Comparison of manual and electronic
resources used in records and information
management systems.
8. differentiate between centralised and Centralised and decentralised records and
decentralised records and information information management systems:
management systems. similarities, differences
Section VII
Human 1. describe the functions and importance of (g) maintaining a safe work environment;
Resources the Human Resource Management office; (j) maintain relationship with other
departments
2. examine the duties and attributes of a
clerk in the Human Resource Management (a)(i) maintain a database of personnel
office records: - contracts of employment, service
records; - application for leave; - personal
history; - appraisal forms; - job
specification; and, - job description listed
specifically
(iii) ability to communicate effectively
3. identify sources of information on job (e) trade journals and magazines removed
opportunities (g) job attachment/internship.
Ramlal Educational Institute
Office Administration
Ms. Shanta Baboolal
4. outline factors to be considered when (c) personal taste removed
seeking employment; (c) job specification
(f) logistics
5. prepare documents required for (iv) obtaining references
employment (iii) non-acceptance of job removed
6. prepare other types of documents (b) application for leave (for example sick,
business, vacation, and special leave)
7. explain factors to be considered when (f) Requirements for a virtual interview.
preparing for a job interview
8. demonstrate knowledge of the (c) organisational policies.
requirements of the work environment;
Section VIII
Accounts and 4. use hardware and software resources (ii) adding machines removed
Financial applicable to the accounts office (ii) point of sale terminal
Services
5. differentiate among types of Financial (h) Mortgage Companies.
Institutions;
6. outline the procedures for making and (b) credit/ debit cards (chip and pin
receiving different types of payments; technology)
(h) mobile money.
7. differentiate among types of cheques; (g) cancelled cheque.
8. interpret entries in a bank statement and (b) running balance;
a cash book; (c) cash book balances;
9. reconcile bank and cash book entries and (a) reasons for differences between a cash
balances; and, book and a bank statement;
(b) check entries in a cash book against
entries in a bank statement; (c) update a
cash book with missing entries; and, (d)
draw up a reconciliation statement.
Section IX
Procurement 1. describe the functions of the (b) evaluate vendors’ suitability;
and Inventory procurement and inventory management (d) place orders for goods and services;
Management office; (e) maintain purchasing records;
2. interpret terms and abbreviations used in (e) cash with order (c.w.o.)
purchasing documents and literature; (g) Value Added tax (VAT);
(i) terms of sales, for example 2/10, n/30.
Ramlal Educational Institute
Office Administration
Ms. Shanta Baboolal
3. describe the duties and attributes of a Duties
clerk in the purchasing department; (v) liaising with other departments;
Attributes
(iv) effective communication skills;
4. explain the factors influencing the (e) Durability.
purchasing of goods and services;
5. discuss the procedures for purchasing (a) evaluate departmental requisitions
goods and acquiring services; (b) locate suppliers
(g) identify the source of funding
8. maintain stock records using manual and
electronic methods (a)stock books
Section X Sales,
Marketing and 2. analyse the duties of a clerk in the sales, (b) Duties of a clerk in the marketing
Customer marketing and customer service offices office:
Service (ii) assist with market research;
3. describe the skills required by a clerk in (a) basic information technology removed
the sales, marketing and customer services (b) effective communication skills
offices
4. prepare documents used in sales and (a) Preparation of documents used in sales:
marketing (iii) (e-invoices).
(b) Preparation of documents used in
marketing: (i) flyers; (ii) advertisements;
(iii) press releases; and, (iv) surveys.
5. outline the functions of the Corporate (a) social media content;
Communications Clerk
promoting and enhancing the corporate
image of the company; interfacing with
media houses, advertising agencies
removed
6. distinguish among the different types of (b) special offers, coupons;
incentives. (e) gift with purchase.
Section XI
Operations, 1. explain the functions of the operations, (vi) estimation of cost, labour and machine
Dispatch and dispatch and transport office
Transport Functions of the despatch office:
Services work in collaboration with the sales office
removed
Ramlal Educational Institute
Office Administration
Ms. Shanta Baboolal
2. explain the duties of a clerk in the (b) Duties of a clerk in a dispatch office:
operations, dispatch and transport offices storage of information of couriers
employed removed
(iv) responding to internal and external
queries
4. Prepare documents used in operations, Documents: (a) delivery schedules;
dispatch and transport. (b) destination sheets;
(c) delivery notes, bills of lading;
(d) advice note;
(e) accident report form; and, (f) time cards.
SKILLS AND ABILITIES TO BE ASSESSED 1. Technical; 2. Communication; 3.
Planning and organising; 4. Office Management; and, 5. Problem-solving.
FORMAT OF THE EXAMINATIONS
Paper 01 (1 hour 15 minutes) (60 marks) A multiple-choice test consisting of 60
items. The items will test knowledge and application of important facts, concepts,
principles, processes and procedures involved in office work and the application of
these. Items in the paper can come from all Sections of the syllabus. The
Knowledge and Comprehension profile and the Application profile will be tested in a
ratio of 2:1.
Paper 02 (2 hours) (90 marks) An essay paper divided into two sections: Section I:
Three compulsory questions drawn from Sections I – VI of the syllabus. Section II:
Three compulsory questions drawn from Sections VII – XI of the syllabus and will
focus on specialised departments in the modern organisation.Each question on this
paper will be worth 15 marks to be distributed as follows: (i) Section I: Question 1 -
Knowledge and Comprehension 8 marks Application 7 marks Questions 2 and 3 -
Knowledge and Comprehension 7 marks Application 8 marks (ii) Section II:
Knowledge and Comprehension 6 marks Application 9 marks
Paper 032 (50 marks) (1 hour 30 minutes) Paper 032 is a written examination
designed for candidates whose research projects cannot be monitored by tutors in a
recognised educational institution and who have been assigned by the Local Registrar
to write Paper 032 at a designated examination centre. It is designed to assess skills
similar to those assessed in the Paper 031.
