VOCATIONAL TRAINING INSTITUTE OF LEADERSHIP

CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES

Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

PRACTICAL SECRETARIAL EXERCISES

Context: You are a secretary at the commercial company “The Customer First.” Your
director, who appreciates your competence, has spoken about you to his niece Clara, who
would like to train in the secretarial profession. He has entrusted you with the task of training
his niece. She has never taken any courses in secretarial work. You are responsible for teaching
her all the basic knowledge and tools required.

Answer the questions below in order to help Clara understand the profession.

I. Office software:
a) Identify these different software programs and explain their importance for a secretary

Icone Nom Rôle

 VOCATIONAL TRAINING INSTITUTE OF LEADERSHIP
CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

b) What are the differences between these software programs?

and
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Et and

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II- OFFICE EQUIPMENT
a) List the different parts of this landline telephone
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CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

b) What is a fax? -----------------------------------------------------------------------------------------

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c) What tools do we use to send a fax? ---------------------------------------------------------------
d) Which modern tool has replaced the fax? ----------------------------------------------------------
e) If Clara wants to send a fax, how should she proceed? -------------------------------------------
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i) What is a risograph? Which types of projects are best suited for risographic printing? -------
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 VOCATIONAL TRAINING INSTITUTE OF LEADERSHIP
CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

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j) What is franking (postage stamping)? ---------------------------------------------------------------
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k) What are the steps a secretary should follow when receiving mail? ----------------------------
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l) What is bypass printing and why is it used? --------------------------------------------------------
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m) Name the different printers below and describe the distinguishing features of each.
.
Prints Names Particularity
 VOCATIONAL TRAINING INSTITUTE OF LEADERSHIP
CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

m) List the different parts of these printers

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CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

n) Identify the different office supplies below and give their role
Tools Names Roles
 VOCATIONAL TRAINING INSTITUTE OF LEADERSHIP
CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

List all the tools present on this sheet and give their roles
 VOCATIONAL TRAINING INSTITUTE OF LEADERSHIP
CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

TELEPHONY WORKSHOP

You are an executive secretary at ALPHA CONSULTING (P.O. Box 1143 Yaoundé), a
company specializing in auditing and various consulting services.

Your company has been selected to organize a refresher seminar for the secretaries of GICAM.
The theme of the seminar is “Organizational Management and the Handling of Mail,
Documentation, and Archives.” It will take place from September 3 to September 6, 2023, at
the GICAM headquarters in Douala.

Your director, Mr. BEJEME, asks you to make a phone call to the Director of Human
Resources of GICAM, Mr. FOTIO, in order to confirm this working session.

Mr. FOTIO answers at the telephone number …

Task:

1. Name two tools necessary to make a phone call.

2. Call the contact person.

Note: Pay attention to behavior and the conclusion of the call.

PHOTOCOPYING WORKSHOP

1. Name two parts of a photocopier.

2. Photocopy both sides of your national identity card on the same page.

SCANNER WORKSHOP

1. State the role of a scanner.

2. Describe the procedure for scanning a document.

INTERNET WORKSHOP

You need a business card template to send to your clients in order to build loyalty to your company.

1. Go on the internet and search for such a template.

FILE 2: EVENT ORGANIZATION

Case 1: Organizing a Work Visit

Your director wishes to organize a work visit to a firm that is more experienced than yours. For this purpose,
he assigns you part of the organization and asks you to propose a detailed plan of all the activities you will
carry out before, during, and after the visit.
 VOCATIONAL TRAINING INSTITUTE OF LEADERSHIP
CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

Presentation model
Task: Fill in the table above.

Period Activity

Case 2

During the month of August 2023, “TOP MODEL” has a project to make three wedding dress designs.
Each design has a specific production time. The durations are as follows:

 Making the straight dress: 15 days

 Making the four-tier dress: 13 days
 Making the dress with simple pleats: 24 days

Below is the schedule for carrying out the different tasks.

Task: Represent the operations above in a Gantt chart (bar schedule).

Cuttting
Straight dress Four – tiered dress Simple pleat dress
Operations

Cutting 4 days 4 days 6 days

Zigzag 3 days 2 days 4 days

Joining 6 days 6 days 10 days

Finishing 2 days 1 day 4 days

Start date 3 August 6 August 2 August

Workshop

Your company receives several documents every day from:

 Clients
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Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

 Suppliers
 Internal administration

The director asks you to implement an efficient filing system to facilitate document management. Below is
a list of documents received by the administrative department:

 Invoice No. 458 – Supplier Alpha Tech

 Purchase Order No. 210 – Client Central Market
 Complaint Letter – Client BETA Distribution
 Delivery Note – Supplier Office Pro
 Partnership Contract – Company Delta Commerce
 Invoice No. 459 – Supplier Office Pro
 Request for Quotation Letter – Client Express Market
 Payment Receipt – Client Central Market
 Invoice No. 460 – Supplier Alpha Tech
 Purchase Order No. 211 – Client Global Store

QUESTIONS

a) Identify the nature of each document.

b) Group these documents into three categories of files.

c) Arrange the following companies according to professional alphabetical filing rules:

 Global Distribution
 Alpha Business
 Express Market
 Central Market
 Beta Commerce
 Delta Services
 Office Pro
 Africa Trade

d) Arrange these companies in alphabetical order.

e) State the rule used for compound names.

f) Here are invoices recorded in the company:

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CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

Invoice Number Date

210 March 12, 2025

205 March 5, 2025

208 March 10, 2025

202 March 1, 2025

215 March 15, 2025

g) Sort the invoices in numerical order, then in chronological order.

h) The company has an archive cabinet containing the following files:

 Clients
 Suppliers
 Invoices
 Purchase Orders
 Correspondence
 Contracts
i) Propose a logical organization of the filing cabinet.
j) Indicate the tools needed for this filing system (binders, dividers, folders, etc.).
k) Explain the advantages of a good filing system in a commercial company.
l) A client calls to request Invoice No. 208 dated March 10, 2025.

 Explain the procedure for quickly retrieving this document from the archives.
 Indicate the risks of poor filing in a company.

m) Identify the parts of the Microsoft Word interface shown below.

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CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

PART 3: COMPUTER WORK

MCQ : choose de correct answers

What does “CPU” stand for? Which of the following is an input device?
A. Central Processing Unit A. Monitor
B. Computer Personal Unit B. Printer
C. Central Program Utility C. Keyboard
D. Control Processing Unit D. Speaker

What is the main function of RAM? Which device is used to print documents?
A. Store data permanently A. Scanner
B. Execute programs B. Printer
C. Temporary storage of data C. Mouse
D. Control hardware D. Projector

What does “USB” stand for? Which of the following is NOT an operating
system?
A. Universal Serial Bus
A. Windows
B. United System Backup
B. Linux
C. User Service Box
C. Microsoft Word
D. Universal System Base
D. macOS
What is a file? Which device is used to scan documents?
A. A type of hardware A. Scanner
B. A collection of data stored on a computer B. Printer
C. A computer virus C. Monitor
D. A software D. Keyboard
 VOCATIONAL TRAINING INSTITUTE OF LEADERSHIP
CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

What is software? What does “IT” stand for?

A. Physical components A. Information Technology
B. Programs and applications B. Internal Tool
C. Cables C. Internet Transfer
D. Devices D. Input Technology
What is Microsoft Word used for? Which shortcut is used to copy text?
A. Spreadsheet A. Ctrl + X
B. Word processing B. Ctrl + C
C. Presentation C. Ctrl + V
D. Database D. Ctrl + Z
Which tab is used to change font size? What is used to insert pictures?
A. Insert A. Home
B. Design B. Insert
C. Home C. Layout
D. View D. Review
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CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

What does Ctrl + V do? What is a header?

A. Copy A. Bottom of the page
B. Paste B. Top of the page
C. Cut C. Middle
D. Undo D. Margin
Which tool checks spelling? What is alignment?
A. Grammar A. Font size
B. Spell Check B. Position of text
C. Review C. Color
D. Edit D. Style
Which option saves a document? What is “Bold”?
A. Ctrl + S A. Italic
B. Ctrl + P B. Underline
C. Ctrl + A C. Thick text
D. Ctrl + D D. Small text
Excel is used for: A cell is:
A. Typing A. A row
B. Calculations B. A column
C. Drawing C. Intersection of row and column
D. Email D. Table
What symbol starts a formula? SUM function is used to:
A. # A. Multiply
B. = B. Add numbers
C. @ C. Divide
D. & D. Subtract
What is a worksheet? Which chart shows proportions?
A. A file A. Line
B. A page in Excel B. Bar
C. A chart C. Pie
D. A formula D. Column
What does Ctrl + Z do? A column is labeled with:
A. Save A. Numbers
B. Undo B. Letters
C. Copy C. Symbols
D. Delete D. Codes
 VOCATIONAL TRAINING INSTITUTE OF LEADERSHIP
CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

What is a formula? Which function finds average?

A. Text A. SUM
B. Calculation expression B. AVG
C. Chart C. AVERAGE
D. Image D. COUNT
What is sorting? What is filtering?
A. Deleting A. Hiding data
B. Arranging data B. Showing all
C. Printing C. Editing
D. Copying D. Saving
What is a workbook? COUNT function is used to:
A. One sheet A. Count numbers
B. File with sheets B. Add
C. Cell C. Multiply
D. Table D. Divide
What is a chart? PowerPoint is used for:
A. Table A. Writing
B. Graphical representation of data B. Presentation
C. Formula C. Calculation
D. Text D. Database
A slide is: Which tab inserts new slide?
A. Page in Word A. Home
B. Page in presentation B. Insert
C. Table C. Design
D. Chart D. Review
What is a transition? What is animation?
A. Text style A. Picture
B. Slide change effect B. Movement effect
C. Font C. Sound
D. Color D. Text
Slide show shortcut: Design tab is used for:
A. F1 A. Text
B. F5 B. Layout and theme
C. F2 C. Animation
D. F3 D. Review
 VOCATIONAL TRAINING INSTITUTE OF LEADERSHIP
CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

What is a layout? Insert tab is used for:

A. Design A. Animation
B. Structure of slide B. Adding elements
C. Font C. Saving
D. Color D. Printing
What is a theme? What is the Internet?
A. Color and design set A. Software
B. Text B. Global network
C. Animation C. Device
D. Chart D. File
What is a browser? Example of browser:
A. Software to access internet A. Word
B. Hardware B. Excel
C. File C. Chrome
D. Printer D. PowerPoint
Email is used for: What is an attachment?
A. Printing A. Text
B. Communication B. File sent with email
C. Drawing C. Message
D. Calculation D. Link

PROBLEM SITUATION I

You work as an Executive Secretary at NOVA ÉNERGIE, which will participate in the Eco-Innovation Fair
in Yaoundé from October 10 to 12, 2025.
Your supervisor asks you to prepare all the necessary documentation for the event (invitations, registration
tracking, dashboard, and presentation of objectives).

TASK

I – Word Processing (Microsoft Word)

Document to produce: Invitation + Internal organization memo

You must create a Word document containing two pages.

Page 1 – Staff Invitation

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Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

Subject: Invitation to participate in the fair

Fair dates: October 10–12, 2025
Location: Yaoundé (Palais des Congrès)
Participants: 8 collaborators (to be listed)
Working hours: 8:00 a.m. – 6:00 p.m.
Company contact details in the header
Signature: Marie BIKOUE, Commercial Director

Expected formatting:

 Customized header and footer

 Use of custom styles (Heading 1, Heading 2, etc.)
 Borders, text boxes, etc.

Page 2 – Internal Memo

Objective: Summarize the logistical instructions for the fair

Content:

 Mandatory dress code

 Attendance at conferences
 Distribution of advertising materials

Formatting requirements:

 Layout in two columns

 Use of bullet points
 Include a table or highlighted box

II – Spreadsheet (Excel)

File: Registration table + Budget analysis

Data to enter

(Replace “Collaborator” with the names chosen above)

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Transport Accommodation Other

Collaborator Meals (CFA) TOTAL % Budget
(CFA) (CFA) expenses
…………. 25,000 18,000 9,000 4,000
…………. 16,000 22,000 15,000 5,000
…………. 37,000 19,000 10,000 6,000
…………. 33,000 25,000 12,000 20,000
…………. 19,000 15,000 24,000 12,000
…………. 28,000 35,000 22,000 13,000
…………. 29,000 18,000 20,000 21,000
…………. 31,000 20,000 30,000 14,000

Required tasks

 Calculate the total per collaborator (using formulas)

 Calculate the overall total budget
 Calculate the percentage of each collaborator in the total budget
 Format the table with borders, currency formats, and alternating colors

Create:

 1 stacked bar chart: distribution of expenses per collaborator

 1 pie chart: percentage of expenses in the total budget
 Add a filter to sort expenses by collaborator

III – Presentation (PowerPoint)

File: Presentation slideshow for the fair

Create a 6-slide presentation, including:

Slides

1. Cover page
o Title: NOVA ÉNERGIE at the Eco-Innovation Fair
o Date and location
2. Company presentation
3. Our key figures for 2024
o Insert a chart from Excel (copied and pasted)
4. Objectives of our participation
o Bullet points (qualitative and commercial objectives)
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Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

5. Logistics and schedule

o Table or image showing the schedule
6. Acknowledgments and contact
o Company name, email, phone number
o Image (from the computer) or closing message

Expected formatting

 Use of a custom theme

 Consistent transitions
 Short and visual text
 Well-integrated charts or images

PROBLEM SITUATION II

You are a secretary at SOLARIX INDUSTRIE, a company specializing in solar panels. It has just signed a
strategic partnership with the German company Sonnentech GmbH.
Your manager asks you to prepare a professional communication file to present to management.

IV – Word Processing (Word)

Document to create: “Partnership Announcement Letter”

You must write a professional letter announcing the new partnership.

Content to include

Recipient: Mrs. Isabelle FONGOTONGO, Managing Director

Subject: Announcement of the strategic partnership with Sonnentech GmbH
Date: [date of the assignment]

Body of the text (3 paragraphs):

1. Presentation of the partnership

2. Advantages and objectives
3. Next step: launch meeting on November 4 at 2:00 p.m.

Expected formatting

 Use a drop cap at the beginning of the first paragraph

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CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

 Insert a “Confidential” watermark

 Header with SOLARIX INDUSTRIE contact details
 Signature at the bottom: Paul Vermeulen, Communications Manager
 Font: Arial or Calibri, size 11 or 12
 Elegant border around the page

V – Spreadsheet (Excel)

File: “Partnership Cost Monitoring”

Data to enter
Estimated Cost Difference
Expense Item Actual Cost (CFA) % Difference
(CFA) (CFA)
Feasibility study 7,800,000 8,123,500
Legal translation 1,625,500 1,495,000
Internal communication 780,000 617,500
Launch meeting 1,170,800 1,235,000

Required tasks

 Calculate the difference (actual – estimated) and the percentage difference

 Format the columns in CFA with two decimal places
 Calculate the totals for the columns
 Create a combined chart:
o Bars: estimated cost
o Line: actual cost
 Add conditional formatting to the % difference (red if > 10%)

VI – Presentation (PowerPoint)

File: Partnership presentation

Create a 5-slide presentation:

Cover Page

Title: Strategic Partnership with Sonnentech GmbH

Date + Solarix logo (any image suggested by Windows)

Text (for the other slides):

Why this partnership?

 VOCATIONAL TRAINING INSTITUTE OF LEADERSHIP
CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

 Short text + image or pictogram

Main costs

 Integration of an Excel chart

Projected schedule
Table with key dates:

 October 2025: Signing

 November 4: Launch meeting
 December: Technical deployment

Conclusion

 Quote or slogan
 Contact details
 Illustrative image

Formatting:

 Simple and professional theme

 Simple transitions
 Good readability

PROBLEM SITUATION III

You work for the General Secretariat of the Administrative City of Douala.
An Inter-Company Forum will take place on September 21, 2025, at its premises.

As an executive secretary, you are responsible for preparing and distributing communication materials,
monitoring tables, and presentation tools.

TASK
VII – Word Processing (Word)

File: Convocation_Forum.docx

Create an official invitation letter intended for the directors of partner companies.
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CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

Content

Recipient: Mr. or Mrs. [Generic name to be replaced by mail merge]

Subject: Invitation to the Inter-Company Forum of September 21, 2025
Location: Administrative City – Conference Hall – Douala
Time: 9:00 a.m. – 4:00 p.m.

Agenda (insert as bullet points):

 Presentation of the participating institutions

 Thematic workshops: HR / Digital Transition
 Networking lunch
 Certificate award ceremony

Formatting

 “CONFIDENTIAL” watermark in the background

 Drop cap at the beginning of the paragraph
 Header with logo (image suggested by Windows) of the Administrative City
 Signature: Mrs. Isabelle NDA, Secretary General
 Font: Calibri 11 or Arial 12
 Borders and neat alignment

VIII – Spreadsheet (Excel)

Create a table to monitor registrations (50) for the forum with the following columns:

Confirmed
No. Company Sector Representative Name Email Phone No. of participants Remarks
(Y/N)

Tasks

 Create a formula to count the total number of confirmed participants.

 Conditional formatting: if “Confirmed” = N, highlight the row in red.
 Insert a chart showing the number of participants by business sector.
 Add a filter on the header row.
 Calculate the average number of participants per company.
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CENTRE DE FORMATION PROFESSIONNELLE ET LANGUES ETRANGERES
Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

IX – Desktop Publishing (Publisher)

Create a tri-fold brochure (3 panels) to distribute during the event.

Content

Page 1 (Cover):

 Title: Inter-Company Forum – September 21, 2025

 Location, time, logo (use shapes to create a logo)
 Illustrative image

Page 2 (Left inside panel):

 Presentation of the forum objectives (3 short paragraphs)

Page 3 (Center panel):

 Detailed program in a table

Page 4 (Right inside panel):

 List of thematic workshops with pictograms

Page 5 (Back left panel):

 Inspirational quote + visual

Page 6 (Back right panel):

 Contact details

Layout requirements

 Use a professional template

 Simple institutional colors
 Readable and consistent fonts
 High-quality logo and visuals
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Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

PART 1: ORGANIZATION OF ADMINISTRATIVE WORK (OAW)

1. What does administrative work mean? What is its objective?

2. Present three activities of the administrative function in a company.

3.

a) What does an organizational chart mean?

b) What role does it play in the company and for visitors?
c) List the types of organizational charts you know.

4. Give a title to this table and complete it.

Time Used Problems to Solve Results Obtained

80%
20%

PART 2: FILING AND ARCHIVING

Define:

 To file
 Filing (classification)
 Key word / indexing word
 Archiving

2. Can documents be archived without being filed first? Justify your answer.
3. What is the importance of filing and archiving for a company or organization?

PART 3: CORRESPONDENCE

1. What is mail (correspondence)?

2. Present the different types of mail.
Answer by giving a few examples.

PART 4: RECEPTION AND COMMUNICATION

Section 1: Questions

1. What is the role of reception in a company?

2. Give two characteristics of poor reception.
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Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

Section 2: Choose the correct answer(s)

1. According to reception etiquette rules, who has priority?

a. A colleague
b. A superior
c. An external interlocutor
2. According to reception etiquette rules, who has priority?
a. The person on the phone
b. The person physically present
3. What should you say when answering a call from another phone instead of the switchboard?
a. The name of the company and hello
b. Simply say: Hello
c. The name of the department or your name and hello
4. What is the best proposal for a person whose call cannot be handled quickly?
a. Suggest they call back later
b. Suggest they stay on the line
c. Offer to take their contact details so you can call them back
5. When the phone rings, when should you answer it?
a. Depending on your current tasks
b. Always before the third ring
6. What does filtering visitors mean?
a. Blocking them
b. Welcoming and directing them
7. The most important thing at reception is to:
a. Control visitors’ movements
b. Know how to offer help
8. Giving good information at reception means:
a. Giving the maximum amount of information
b. Listening and selecting the relevant information
9. Is this expression correct: “Don’t hang up” / “Hold on”?
a. Yes
b. No
10. Is this expression correct: “He is not here”?
a. Yes
b. No
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Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

11. Do you think it is necessary for the receptionist to know all the company’s services and/or products
well?
a. Yes, absolutely
b. No, it is not their role
12. Which expression seems preferable?
a. Who is it from?
b. Who are you?
c. Does he know you?
d. Who should I announce?
13. Reception duties are mainly:
a. A duty station to maintain
b. An image of the company to uphold
c. Monitoring visitors
d. Providing calm for managers
14. What is meant by first-level reception?
a. The first reception is directing people
b. A high-quality reception
15. To obtain precise information, which type of question should preferably be used?
a. Open question
b. Closed question
16. What should be done first when dealing with an unhappy person?
a. Listen and show empathy
b. Stop them and ask them to calm down
c. Justify yourself and apologize
17. Identify and underline the two intruders among the elements of the 5P method in reception and
communication:
a. Precise
b. Prudent
c. Positive
d. Personalized
e. Preventive
f. Professional
g. Present
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Agrément n°379/MINEFOP/SG/DFOP/SDGSF/CSACD

18. Reception in a company is only the responsibility of the reception department.

a. True
b. False
19. Among the following elements, which belong to the 3C rule?
a. Calm
b. Clear
c. Concentration
d. Creative
e. Self-control
20. Among the following elements, which does not belong to the 4×20 method in reception and
communication?
a. The first 20 seconds with the client
b. The first 20 looks at the client
c. The first 20 steps and gestures with the client
d. The 20 centimeters of the face toward the client
e. The first 20 words toward the client

PART 1: FILING AND ARCHIVING

Activity 1

1. Define the following terms:

 Heading (Rubric)
 Directory / Index
 Purge (removal of obsolete files)

2. Give four criteria for choosing a filing system.

3. State two advantages and two disadvantages of numerical filing
4. Present four qualities of a good filing system.

Activity 2: Choose the correct answers

a) Archives only concern physical documents.

1. True
2. False
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b) AFNOR means:

1. French Association of Standards

2. French Association for the Standard
3. French Association for Standardization

c) The alphabetical filing standard is:

1. AFNOR NF Z-48-001
2. AFNOR NF Z-44-001
3. AFNOR NF Z-48-004

d) Document archiving in a company must be done:

1. Regularly
2. Rarely
3. Periodically

e) Ideological filing is also called:

1. Thematic filing
2. Geographic filing
3. Idea-based filing

f) Digital archiving does not exist.

1. True
2. False

PART 2: CORRESPONDENCE

1. Define correspondence.
2. Present three characteristics of administrative correspondence.
3. Give four importance/advantages of correspondence.

PART 3: ORGANIZATION OF ADMINISTRATIVE WORK

1. Define:

 Workstation
 Ergonomics
 Working conditions

2. Present two laws (principles) you know that can be effective tools for organizing your tasks. Give the
types of offices you know.
3. Present the different types of agendas (planners) you know.
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PART 4: RECEPTION AND COMMUNICATION

1. What does communication mean?
2. Present two techniques for successful reception in a professional environment.
3. Present one method used for making a telephone call and another for receiving a telephone call.
4. What is the role of reception in the service relationship?

PART 1: CORRESPONDENCE
SITUATION

You are the assistant to the director of the company MODORAMA S.A., located at 29 Garibaldi Street,
69006 Lyon.

The chief accountant, Mr. Claude LEMONIER, informs you that Mrs. Georgette DUCLAS, owner of the
TREND boutique, has not yet paid the invoice below.

She is a loyal customer who has always paid on time.

Task

Mr. LEMONIER asks you to write a reminder letter including the following points:

 Set a new payment deadline

 Take into account the possibility that the payment may already be in progress
 Maintain good commercial relations with the customer

Boutique TREND
Mrs. Georgette DUCLAS
15 Fontenoy Street
54000 NANCY

Date: 31/03/2008
Invoice No.: PL 54
Order Date: 15/03/2008
Customer No.: FE 34/A

Net
Ref. Description Qty Gross Unit Price Discount Total VAT
Amount
T-8913 Trouser suit 10 170.00 10% 1530.00 19% 1820.70
R-8956 Disco 70 dress 10 40.00 0% 400.00 19% 476.00
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TOTAL (All taxes included): 2296.70

Delivery: by truck, costs borne by us

Payment method: bank or postal transfer, 30 days end of month

Name: ____________________
First name: ________________
Identification No.: __________

PART 2: RECEPTION AND COMMUNICATION

SITUATION 1: Telephone Reception

Complete the following table summarizing different telephone reception situations. Provide very precise
answers.

Telephone reception situations Your response

1. The phone rings. What do you do?

2. How do you introduce yourself?

3. The requested person is absent. What do you say?

4. Your caller is angry. How do you react?

5. You do not understand the name of your caller. What do you do?

SITUATION 2

After completing your training at VTIL, you are recruited in a large company as the head of reception and
communication.

After starting your position, you notice that the reception service is not functioning properly.
The suggestion box is always full of customer complaints, and clients often call just to complain about the
quality of products, services, and staff.

Using this situation and your own knowledge, answer the following questions:

1. Present four types of clients that this company may face.

2. Is it possible to carry out a reception (customer service) diagnosis in this company?
Justify your answer.
3. What can this company gain by improving its reception service?
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PART 3: FILING AND ARCHIVING

Arrange the following in alphabetical order:

 Ceramic Products Company

 La Nouvelle Décoration
 United Transport Company
 Regional Food Supply Company
 Marie-Hélène Perfumery
 Balzac Garage
 General Heating Company
 SARL Les Briochères de Saint-Jean
 Louis Guillaud and Co. Establishment
 Golden Sun Pastry Shop
 Les Deux Dauphins Hotel
 Fokou and Sons Establishment
 La Boutique du Dos
 Artisans of the South of Yaoundé

PART 1: RECEPTION AND COMMUNICATION

A – Define: (1 pt × 4)

 Reception
 Reception service
 Communication
 Active listening

B – Questions

1. Is it possible to welcome someone without communicating? Justify your answer.

2. Present three stakes (importance/benefits) of reception for a company.
3. What is the difference between the C.R.O.C method and the P.E.R.P method in making and receiving
a telephone call?
4. Why do people say that on the phone, they cannot see you but they imagine you?

PART 2: FILING AND ARCHIVING

1. Define:

 To classify
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 Indexing
 Key word (main heading)
 Numerical filing

2. Give four principles of ideological (thematic) filing.

3. What is the difference between centralized filing and decentralized filing?
4. Tick the corresponding column depending on whether it is a principal or derived filing order.

FILING ORDERS PRINCIPAL DERIVED

Alphabetical filing

Alphanumeric filing

Numerical filing

Chronological filing

Geographical filing

Decimal filing

Ideological filing

5. Cite four filing methods/processes.

PART 3: CORRESPONDENCE

1. Present three types of administrative correspondence with two examples for each type.
2. What is the difference between an administrative note, a report, minutes, and a summary report?

PART 4: ORGANIZATION OF ADMINISTRATIVE WORK (OAW)

1. What is the usefulness of time management for an executive secretary?

a) Construct the Eisenhower Matrix and comment on it.

b) Give two advantages and two disadvantages of this matrix.

2. Why is work considered the best way to achieve personal objectives?

File I: CLASSIFICATION AND ARCHIVING OF DOCUMENTS

FIRST PART: THEORY:

- Define: Classification, file, file name.
- Give the importance of ranking in a company.
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- What are the qualities of a good ranking?

- What are the qualities of good information?
- Give the difference between: technological and functional codification.
- Cite the orders derived from the ranking and say why they are derived
- What are the advantages and disadvantages of alphabetical ordering?

SECOND PART: PRACTICAL CASE STUDY

Index the following headings alphabetically and give the nature of the guiding
words. (See Appendix

• American kindergarten
• The time news
• O.I.F
• Banks of Central African States
• Northern bakery
• General insurance
• Fishmongers
• Congelcam
• Eat to live National Company Sugar and dairy company

Annexe 1

Branches Indexed sections Nature of guiding word

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File II: CORRESPONDENCE AND SECRETARIAT.

FIRST PART: THEORY

1- Define the following terms:

Company, Business correspondence, Mail, Report.
What differences do you make between carriage paid and carriage due and carriage paid?
What are the parts of a business letter?
Give the role of the mail service in the company
List the different types of administrative notes and give an example for each case.
Give two examples of business correspondence and two examples of administrative correspondence

SECOND PART: PRACTICAL CASE

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You are employed at FONBAH SARL of NORD OUEST BP: 67749 BAMENDA, specialized in
the marketing of computers and computer accessories directed by Mr. ARREY Johnson. This
morning, your Manager gives you the order of the customer COM ITEMS BP: 456 LIMBE
annotated below and asks you to send him a notice of partial shipment.

Work to be undertaken:
Write the letter accompanying the partial shipment.

FILE III: COMMUNICATION TOOLS AND TECHNIQUES

FIRST PART: THEORY
- Define the following terms:
- Fax, Telephone, Messaging, Electronics.
- What are the different types of telephone sets you are familiar with?
- What are the characteristics of a bad reception?
- What are the advantages of electrocopying?

SECOND PART: PRACTICAL CASE

After the examination of the job applications received in your company, the application of Mrs.
NGOWOH ELISABETH BP: 210 Buea was retained. Your Director asks you to summon the
candidate for an interview on June 25, 2021 at 10 a.m. sharp.

Work to be done:
Write the invitation letter addressed to the successful candidate
1) Complete the table in Appendix 2.

Appendix 2

DON’T SAY SAY

Who is on the device?
What do you want?
An opportunity to take advantage of
Speak with someone
We agreed to remember that.
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3) Name the elements of appendix 3

Appendix 3
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File IV: COMPUTER EQUIPMENT AND SOFTWARE.

- Define: Software, Internet, Computer Virus, Computer Equipment.

- Give two advantages and two disadvantages of the computer tool
- What are the rules to respect for the use of a computer tool?
- What are the roles of the following devices in computing?

 Modem
 USB Key
 Printer
 Scaner
 Webcam
 Monitor
 Mouse

5- What are the characteristics of good software?

6- Give the importance of a microcomputer in an office.

7- To clean the keyboard of a computer you must have:

a. Water
b. A brush or air pump
c. A toothbrush and toothpaste
d. A dry clothesbrush
8- Tell us in a few lines how do you store your workstation at the end of the day
COMPREHENSIVE VOCATIONAL PAPER

You are a Bilingual Office Automation Secretary newly employed to assist the chief Executive Director of
the country Representative of GREEN FILED company Ltd, P.O. BOX 4555 Mora-Cameroon. You are
given the following files to work on.

File N° 1: FILING ABD INDEXING OF DOCUMENTS

QUESTIONS:
(1) Define the following terms as used in filing and indexing of documents
(a) Codification;
(b) Decimal Filing;

(c) Indexing;
(d) Filing Cabinet;

(2) What is Chronological filing? Give 3 Advantages of chronological filing

(3) What do you understand by « Director Word »; Write down two examples and
underline the Directory Word.

(4) You have received the following documents from the main service of Green Field
Company.
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-Three Mariner’s Hotel;

- Institute of Vocational
Training;
- The Central Medical
Laboratory; - St Joseph
Health Care Center.
File the above documents in alphabetical order underlining clearly the Directory Word of each
(5) Name two primary Seasons why filing is carried out in an enterprise
(6) What is the difference between Central Filing System and Departmental Filing
System. (2mks)
(7) APPENDIX N°1 Clearly Identify and lebel the names of the filing materials bought
by the Human Resource Manager of Green Field Company.

APPERNDIX N°1

File N°2: ADMINISTRATIVE AND COMMERCIAL CORRESPONDANCE.

Here is a set of words and terms that are used in the treatment of administrative and commercial
correspondence

QUESTIONS:

1). Define the following

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(a) Delivery letter;

(b) Report;
(c) Facsimile message;
(d) Congratulation letter;
(e) Memorandum;
(f) Invoice.
2). Read the Memo Letter of APPENDIX N°2 (a) that describes a change in work place, and then
answer the questions bellow. (8mks)

APPENDIX N°2 (a)

PANTON Ltd
Panton Manufacturing Ltd
Panton Works/ Nkwen/ Bamenda
Tel: 237 322 567 894
Email : [Link]@[Link]

MEMO
TO: All supervisors
From: The Chief Executive
Date: 6th February 20
Subject: New Machinery

As part of the company’s expansion program, we are introducing RICHO Aficio MP C5000
and CanonScan machines which will increase productivity and reduce costs, thus making us
more competitive in overseas markets.

The new machinery will not any way affect job security, and there will be opportunities for
retraining for all production staff.

A full consultation process has taken place with the Union, and cooperation has been agreed in
installing and maintaining the new machines.

Please call a meeting of your team members on Wednesday morning at 9 :30 am to inform them
of these changes.

(a). Why are the machines being introduced?

(b). What does the Chief Executive mean by « the new machinery will not any way affect job security?
(c) Who have management consulted about the introduction of the machines?
(d) Which word in the memo have a similar meaning to the following?
(a) Make smaller
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(b) Influence
(c) Learning new skills

3) APPENDIX N°2 (b) is an invitation Letter you received

(a) Write a formal letter of acceptance to the sender.

(b) The Unity Palace is 20 kilometers away from the Hilton Hotel. He asks you to make necessary
arrangements on his behalf for him to arrive on time at the reception
APPENDIX N°2b :

The Presidency of the Republic of Cameroon have the pleasure in inviting

Mr & Mrs, Chief Executive Director of the country Representative GREEN FIELD Company
Ltd Bamenda – Cameroon
………………………………………
To their Independence Day Gala Night on Tuesday, 20th May, 2019
At
The unity palace, Yaounde- Cameroon
From 5 pm to 9.00pm
Evening or National Dress

RSVP Buffet

FILE N°3: TOOLS AND TECHNICS OF COMMUNICATION

SECTION A:
You have been recruited i an Information Technology Company that deals with tools and technics of
communication to help the smooth function of all staff

1). Define the following words used in technics of communication.

a) Internet;
b) Telephone;
c) Intranet;
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2). As secretary to the chief Executive Director of the Country Representative GREEN FIELD
Bamenda- Cameroon, you are contacted by the organization telephonist whenever people wish to
speak to him on the telephone. Write down 3 methods how you will deal with these calls?
3). Name 2 points to be noted when taking telephone messages

4). When is it necessary to use the telephone alphabet? Give one precise example

5) (a) In what circumstance is a telephone answering machine useful?

(b) Suggest by writing a suitable pre- recoded message that will be listened by every caller who is
put though to such a machine when you were absent

SECTION B :
Here is a set of Professional Communication Multiple Choice Question (MCQs) focuses on
« Barriers of Communication »

1) . Which of these is the external sounds present in the channels of communication?

(a) Noise (b) Semantic problems (c) Cultural barriers (d) Over Communication

ANSWER :

Explanation :_______________________________________________________________
___________________________________________________________________

2) Which of these should not be avoided for effective communication?

(a) Noise, (b)Planning, (c)Semantic problems, (d) Wrong assumptions

ANSWER :

Explantation :_________________________________________________________________
______________________________________________________________________

3) _________________Are problems arising from expression.

(a) Cultural barriers, b) Semantic problems, c) wrong assumption problems d) Selecting
perception

ANSWER :
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Explanation :__________________________________________________________________
______________________________________________________________________

4) Both encoding and decoding of message are influenced by our emotion. a) True, b) False

ANSEWER:

Explanation:__________________________________________________________________
______________________________________________________________________

5) In which of these problems, is the actual message lost in the abundance o

transmitted information?

a) Selecting perception, b) Over communication, c) Under communication, d) Filtering

ANSWER :

Explanation :
____________________________________________________________________________
____________________________________________________________

6) Communication should serve as a conflict – reduction exercise

(a)True (b) false

ANSWER :
EXPLANATION : __________________________________________________________
___________________________________________________________________

7). _______________means to impart understanding of the message. (a)Encoding, (b)

Receiver, (c) Decoding, (d) Feedback

ANSWER :
Explanation : __________________________________________________________________
______________________________________________________________________

8). When is the communication process complete?

(a) When the sender transmits the message, (b) When the message enters the channel, (c) When the
message leaves the channels, (d) When the receiver understands the message.

9) ____________ is the first enemy of communication

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Answer: (a) Noise, (b) Clarity, (c) Politeness, (d) Completeness

ANSWER:

Explanation : __________________________________________________________________

10). Wich of these mus be avoided for effective communication. (a) Sharing of activity, (b) Listening, (c)
Ambiguity, (d) Politeness

ANSWER :
Explanation : _________________________________________________________________
______________________________________________________________________

11). Which of these is not commandment of effective communication?

(a) Clarity in language, (b) Listen poorly, (c)Home communication skills, (d) Adequate medium

ANSWER :
Explanation : ____________________________________________________________
_____________________________________________________________________

FILE N°4: EQUIPEMENTS AND COMPUTER SOFWARE

In a computerized office environment, you have to distinguish between two domains;
materials (or hardware and programs (or software). these materials are called peripheral
devices. The diagram below represents some of these peripheral devises in a given
computerized environment.

APPENDIX : N°4
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QUESTIONS :

1. After careful of the diagram in APPENDIX N° 4 , complete thentabnle

below providing given names to each peipheral device and usage, and the
type of peripheral device

N° Materials Fonction and use Type of

Peripheral
1-)

2-

3-
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4-

5-

6-

7-

10

11

12

13

14

15

2). There are numerous advantages of the email. It is personal and easy to use. Name three (03)
disadvantages of the email.

3). What is the used of CD Rom? Why it is necessary in office application.

4) . Name two types of computer programs used in Graphics Design.

5). What is the meaning of C.c : and B.c.c : as used when writing emails using the Internet ?
6) . Name the devices used in APPENDIX N°4 used to communicate orally?