OFFICE ADMINISTRATION SBA 2014-2015 (ADRII)

1. 1
OFFICE ADMINISTRATION SCHOOL BASED
ASSESSMENT 2014-2015
NAME: ADRIANA BETHANY JULIUS
SCHOOL: THE BRIDGEPORTHIGH SCHOOLEVENING INSTITUTE
TERRITORY:JAMAICA
CANDIDATE#:1001381812
CENTRE#:100138
TEACHER:Mrs. Rowe

2. 2
INTRODUCTION
The researcher had done a research based on the attitude and attributes displayed in the
workplace. The researcher chose a specific business place to carry out the research. However,
this does not contain any personal information about the persons being interviewed.

3. 3
ACKNOWLEDGEMENT
The researcher would like to thank all members of staff of The National Land Agency for their
co-oporation, the security for letting me have access on the premises for my research, Mrs. Rowe
for her guidance and everyone else who made this research a success. Thank you.

4. 4
TABLE OF CONTENT PAGES
CRITERIAONE
Title of Project……………………………………………… 5
Aims of Project…………………………………………….. 6
Functions of Department…………………………………… 7
Correspondence……………………………………………. 8
CRITERIATWO
Methodology………………………………………………….. 9
Questions for Interview………………………………………. 10
Questionnaire…………………………………………………… 11
Schedule of Activities…………………………………………… 12
Regulations and Policies………………………………………….. 13
CRITERIATHREE
Findings and Limitation………………………………………… 14
Recommendation………………………………………………… 15
Impact of Office Equipment Used………………………………. 16
Bibliography………………………………………………………. 17

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TITLE OF PROJECT
TOPIC:AN INVESTIGATION INTO HOW THE CORRECT/INCORRECT SKILLS,
ATTITUDES AND ATTRIBUTES POSSESSED BY AN EMPLOYEE IMPACTS
INTERPERSONAL RELATIONSHIP IN THE WORKPLACE.

6. 6
AIMS
1. Explore how having good communication skills in the workplace can be beneficial.
2. Discuss about displaying proper/improper attitudes and how it affects your job.

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FUNCTIONS OF DEPARTMENT
1. It brings together the cone land information functions of Government under one
roof which includes: Land Titles, Survey and Mapping, Land Valuation and Estate
(Crown Land).
2. Provides land registration for the development of both small and large enterprise
linked to land titling.

8. 8
Lot 733 Walkway 45 56 Place
2 East Greater Portmore P.O.
St. Catherine
Jamaica
October 12 2014
The Manager
National Land Agency
23 ½ Charles Street
Kingston
Jamaica
Dear Sir/Madam:
Good Morning, hope everything in the business going well.
My name is Adriana Julius, a student from The Bridgeport High School in Portmore. I am
currently doing a research project on how the correct/incorrect skills, attitudes and attributes
possessed by an employee impacts interpersonal relationship in the workplace and I chose your
organization to carry out this research.
I chose your company because I find it more suitable for topic and aims since you have over 50
clients each day. It would be an honor if you accept me to do my research at your organization
for my school based assessment. I must say that I will only write down the attitudes presented by
employees whether or not it is good. So I’m asking permission if you could allow me to
complete my investigation at your organization.
If you decide to let me visit your firm you can contact me by email at anaadri145@yahoo.com or
adriibeth899@gmail.com and by telephone 18765885551 or 18763340423. I’m looking out for
your response soon, please have a wonderful day. Thank you.
Yours Sincerely,
________________
Adriana Julius

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METHODOLOGY
Here is where I met with the supervisor of the Human Resource Department who introduced me
to staff members and then began my investigation.
Questionnaires were later given out to gather information. A questionnaire assisted me of
gathering my information. Each person was given a questionnaire on the 17th of November 2014
that should be completed and return to me within two (2) days.
There was a maximum of 20 questionnaires handed out to 20 staff members including the
supervisor of the Human Resource Department.

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QUESTIONS FOR INTERVEIW
1. How long have you been working at The National Land Agency?
_________________________________________________
2. Have you heard any of your staff members talking about a client being disrespectful to
him/her?
___________________________________________________
3. If a client displays an inappropriate behavior, would you do the same?
_____________________________________________________
4. How would you describe your staff members’ attitude on a daily basis?
________________________________________________________
5. Have you ever been rude to any of your client?
_________________________________

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QUESTIONNAIRE
1. How would you describe the working attitude in the workplace?
________________________________________________________________________
_____________
2. What is your role in the workplace?
________________________________________________________________________
____________
3. Describe the relationship between you and your co-workers
________________________________________________________________________
________________________________________________________________
4. Describe your relationship with customers
________________________________________________________________________
______________________________________________________________
5. How long have you been working at The National Land Agency?
_________________________________________________
6. Have you heard any of your staff members talking about a client being disrespectful to
him/her?
___________________________________________________
7. If a client displays an inappropriate behavior, would you do the same?
_____________________________________________________
8. How would you describe your staff members’ attitude on a daily basis?
________________________________________________________
9. Have you ever been rude to any of your client?
_________________________________
10. Would you report one of your co-workers if he/she displays inappropriate behavior to a
client?
_______________________________________________________________________

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SCHEDULE OF ACTIVITIES
DATES ACTIVITIES COMMENTS
October 13 2014 Visited the firm and met with
the Head of Department where
he introduced me to staff
members.
All greeted me with a warm
welcome. They were nice.
October 14 2014 Started to my investigation.
Observed how the workers go
about doing their job/s.
Some workers seemed not to
be interested while some
workers are trying to complete
their tasks.
October 15 2014 Examined the working
conditions of the firm.
The facility needed more
equipment also some utensils
needed replacement
October 17 2014 Spoke with some customers
and asked about the service
they got.
Most of the customers stated
that the firm displays good
attitude.
November 10 2014 Asked staff members within
the firm questions about their
experience with clients.
Some staff members said that
the clients were cooperative
and understand the situations
occurred.
November 14 2014 Had a talk with the Head of
Department about staff
members.
He explained that staff
members sometimes tend to be
very talkative among each
other and not with clients.
November 17 2014 Gave out questionnaires to 20
persons within the firm.
They accepted and went along
doing their duties.
November 20 2014 Asked Head of Department for
regulations and policies
governing the firm.
He escorted me in his office
and handed me the document.
November 24 2014 Collected questionnaires
handed to staff.
Most of them completed it
except for 2.They went on
vacation.
November 26 2014 Told everyone within the
organization that I was leaving
and it was nice working them
and thanked them for their
cooperation.
They all responded and
thanked me for visiting their
workplace and wished me to
have a good day.

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REGULATIONS AND POLICES GOVERNING THE WORKPLACE
One piece of legislation governing the workplace is referenced:
 Human Resource Policies and Procedure Manual.
The candidate became aware after discussing with the Head of Department a major legislation
that governs their behavior. He indicated that the above mentioned was a very important
legislation.
One of the safety practices observed when carrying out the project is that all visitors are required
to report to the security to log their presence. They would be given a visitors pass to get access
on the property.
One staff rule the candidate had to comply carrying out the project is that the candidate must not
touch the equipment in the workplace without authorization.

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FINDINGS AND LIMITATION
While carrying out the research, the researcher found out that on Thursdays the business place is
very busy due to fact that it opens five (5) days a week excluding Saturday and Sunday. Out of
the twenty (20) persons only thirteen (13) persons stated that they have been working at the
National Land Agency for over four (4) years. As we know discipline takes us a long way; staffs
were asked if clients are displaying inappropriate behavior, if they will do the same. Many of
them respond saying that the time they are living in is difficult and they cannot afford to lose
their job. Some responded with a simple quote "In a business place the customers are always
right". Majority of customers behavior was unacceptable because of the response they got from
agents.
While carrying out this research the challenges faced was to get all twenty (20) personnel to
complete the questionnaire because they had to deal with customers etc. Another was to collect
all questionnaires because of day offs and vacations taken by some personnel.

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RECOMMENDATION
The researcher recommend for all members of staff within The National Land Agency to always
be polite and courteous with customers even if they are displaying inappropriate attitudes to you.
Never risk you job for someone who does not treat you well.

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IMPACT ON OFFICE EQUIPMENT USED
DATE EQUIPMENT
USED
PURPOSE OF
EQUIPMENT
SUITABILITY
FOR TASKS
October 20
2014
Printer (All in one) Used to copy, scan and print
documents off the computer
onto printing paper.
Saves office space
time and money.
October 28
2014
Fax Machine Used to send documents to
other departments.
Reduces the
problem of postal
services.
November 21
2014
Stapler Used to attach files together
with use of staples.
Less messy than the
use of glue to attach
files together.
November 24
2014
Telephone Used to receive and make
calls.
It is a good decision
to have this because
you can contact
other workers
instead of walking
the business to pass
on information.
November 27
2014
Computer Used to type, edit, store show
and send
details/information/documents.
It reduces the time
to prepare
documents.

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BIBLIOGRAPHY
NAME DATE PLACE JOB TITLE
John Burke November 18 2014 National Land
Agency
Caviot Officer
Dorset Richards November 19 2014 National Land
Agency
Caviot Officer
Andre Morris November 20 2014 National Land
Agency
Security
 Longman Office Administration for Csec 2nd Edition by S.Finistere L.Payne and J. Reid