 Name of Candidate: Darion Jerome

 Name of School: Mason Hall Secondary

 Name of Teacher: Mrs. Gibbings Walker

 Name of Subject: Office Administration

 Candidate Number: 1605020858

 Centre Number: 160502

 Territory: Trinidad and Tobago

 Project Title: Division of Education Research and

Technology: To investigate the proper techniques for
receiving and relaying message by telephone.

 Year:2023
 TABLE OF CONTENTS
Part I
 Title
 Aim
 Functions
 Correspondence

Part II
 Methodology
 Questions
 Schedule of Activities
 Regulations And Policies

Part III
 Report
 Office Equipment
 Bibliography
PART I
 Title
 Aims
 Functions
 Correspondence
 TITLE
To investigate the proper techniques for receiving and relying
message by telephone at the Division of Education Research
and Technology in Tobago.
 AIMS
The aim of this investigation is to investigate the proper
techniques for receiving and relaying message by telephone.
The Objectives are as followed:
1. To investigate the proper techniques for receiving and relaying
messages by phone.
2. To explain what is telephone etiquette.
 FUNCTIONS
Two Functions of the Sport in Education Unit:
1. To facilitate the participation of schools in national sporting
programs.
2. To coordinate events to prepare student athletes to compete at
national and regional levels.
 CORRESPONDENCE
#14 Parrot Trace,
Mt. Pleasant,
Tobago.
23 February 2022
rd

Dutch Fort Plaza,

Dutch Fort,
Scarborough,
Tobago.

Dear Sir/Madam      
CSEC Office Administration School Based Assessment

    I am a form four (4) student of the Mason Hall Secondary School. My
name is Darion Jerome, I am conducting research on investigating the
proper techniques for researching and relaying messages by
telephone.
   I would like to distribute Questionnaires to the Sport in Education
Unit in order to answer the following objectives of my research.
 To list and explain the various channels of communication.
 To explain factors affecting the selection of communication.
 To investigate the proper techniques for receiving and relaying
message by telephone.
  Thank You for your consideration I can be contacted by email at
[email protected] or by telephone at 1 (868) 639-1981.

Yours Truly,
Darion Student.
  

PART II
 Methodology
 Questions
 Schedule of Activities
 Regulations and Policies

                      
 METHODOLOGY
I decided to use questionnaire to source data on my topic ‘the proper
techniques for receiving and relaying messages by telephone.
Questionnaire was selected because of the following reasons.
 It helps bring greater structure to my research.
 It is easy to plan and execute.
 I can reach people quickly.
I would’ve distributed questionnaire in sport in education with fifteen (15)
employees five (5) males and ten (10) females on the 28th of March 2022.
All the questionnaires were collected on the 30th of March 2022.
 Questions

 What are the proper techniques for receiving messages by telephone?

 What are the proper techniques for relaying messages by telephone?

 What are the advantages of communicating by telephone?

 What are the disadvantages of communicating by telephone?

 How would you deal with an angry person on the telephone?

 SCHEDULE OF ACTIVITIES

Date Activities Comments

14 March Miss introduced Sba to the Seems easy enough and guidelines and mark
2022 Class schemes were given to each student

15 March Formulated topic It was challenging to get the topic.

2022

18 March Permission letter was Learned a new way to write a business letter. 
2022 written

23 March Permission letter was Letter was accepted. The letter was hand
2022 carried to the Division of delivered to the secretary of the Administrator
Education of the Division of Education.

28 March Distributed the 15 workers within the Sports in Education

2022 Questionnaires to the Department took the questionnaires to be
specific department completed within two days.

30 March Collected Questionnaires They were answered and i received all.

2022

2 April 2022 Analyzed Responses from Was very pleased with the information given.
the questionnaires

22 Typed and submit Part 1

September and Part 2 of SBA
2022

27 Visited the Division of This visit was to gain information on the types
September Education of equipment used and the regulation and
2022 policies governing the workplace.

7 October Submitted the Report for

2022 review by teacher

16 October Visit the Division of I thanked the Administrator, and all the workers
2022 Education………. within the Sports in Education Department for
their assistance for me to complete my SBA

6 February Submitted final SBA for Was very relieved

2023 marking
 REGULATIONS AND POLICIES

Legislation Governing the Workplace:

OCCUPATIONAL SAFETY AND HEALTH ACT, REVISED 2016 OSHA Act

(2006)
No.6. General duties of employers to their employees
(1) “It shall be the duty of every employer to ensure, so far as is reasonably
practicable, the safety, health and welfare at work of all his employees.” 

An explanation of how the candidate became aware of the legislation:

The researcher was made aware of the piece of legislation by the administration.

Health and Safety Practice

Know the evacuation route.
Warning signs clearly labeled. 
Exits marked and pathway cleared.
First Aid Kit ready to use at all times.

Staff Rule:

All employees are expected to arrive at work on time and adhere to their
assigned schedules. If an employee is unable to come to work due to
illness or other unexpected circumstances, they must notify their
supervisor as soon as possible. Excessive absences or tardiness may
result in disciplinary action.

I complied with this rule by reaching on the appointed time to distribute the
questionnaire to the staff and if i was unable to arrive at the designated
time i would have to call and notify the supervisor of my unexpected
circumstance.
 PART III
 Report
 Office Equipment
 Bibliography
 REPORT
The Division of Education in Trinidad and Tobago is responsible for overseeing and managing
the education system in the country and is divided into several branches. It works with educators,
parents, and stakeholders to develop strategies to promote academic excellence and improve the
quality of education. My research was based on the Sport in Education unit, and I found that the,
promoting sports and physical education in schools as a component of an all-encompassing
educational strategy is the responsibility of the Sports in Education Unit. This division develops
projects and programs that encourage kids to engage in physical exercise and lead healthy
lifestyles in collaboration with schools and sporting groups.

Limitations:
The problem I faced whilst completing this project was the schedule of activities. Due to the fact
the place is always busy, and the supervisor didn’t have the time to allow me to distribute the
questionnaires the collection of the data was a very difficult process.

Recommendations:
To resolve the issue, I advise you to phone or email the manager or supervisor in advance and
ask for a meeting to discuss how to distribute questionnaires. To ensure that the SBA is finished
on time, I also advise that you decide on a set time for you to be at the institution and distribute
the questionnaires.
 OFFICE EQUIPMENT

Date Equipment Purpose of Equipment  Stability For

Tasks

06/02/2 Filing Used to file documents related to Sports in all Yes, it’s
3 Cabinet Primary and Secondary Schools. suitable

06/02/2 Computer It is used to type documents for workers for Yes, it’s
3 example: hosting meetings typing letters and suitable
sending emails

06/02/2 Printer It is used to print important documents and files to Yes, it's
3 store or share out that is relevant for the Division of suitable
Sports.
 BIBLIOGRAPHY

Persons
Name: Diane Baker-Henry
Place: Division of Education Research and Technology
Job Title: Administrator
Date:23rd February 2023

Books:
Longman Office Administration for CSEC 2nd edition by S. Finisterre, L.Payne,
and J.Reid.

Website:
 Division of Education, Research and Technology. (2023, January 5). Retrieved
February 6, 2023, from https://thadert.gov.tt/. 
 APPENDIX

1.  What are the proper techniques for receiving messages by telephone?

a) Speaking clearly and professionally b) Active listening c) Taking notes?
2. What are the proper techniques for relaying messages by telephone?
a) Confirming the caller's message content b) Providing accurate and concise information
c) Following up with the person the message is intended for
3. What are the advantages of communicating by telephone?
a) Quick and convenient b) Allows for immediate feedback c) Cost-effective
4. What are the disadvantages of communicating by telephone?
a) Lack of visual cues b) Can be impersonal c) Technical issues such as poor connection
quality
5. How would you deal with an angry person on the telephone?
a) Remain calm and professional b) Listen actively to the person's concerns c) Apologize
and offer a solution to their problem
6. When answering the phone, what is the proper way to greet the caller?
a) "Hello?" b) "Thank you for calling, how may I assist you?" c) "Yo, what's up?"
7. When taking a message for someone, what information should you always record?
a) The caller's name and message content b) The caller's phone number and message
content c) The caller's email address and message content

8. What should you do if the person the caller is trying to reach is unavailable?

a) Take a message and tell the caller the person will call them back b) Hang up and tell
the caller to try again later c) Put the caller on hold indefinitely

9. What is the appropriate tone of voice to use when speaking on the phone?

a) Loud and boisterous b) Soft and monotone c) Polite and professional

10. What is telephone etiquette?

a) A set of rules for using a telephone properly b) A way to communicate only with close
friends and family c) An outdated practice that is no longer necessary in the modern world
11. Why is it important to practice telephone etiquette?

a) To ensure clear communication with the caller b) To show respect for the caller and
the person being called c) To impress the caller with your professionalism and courtesy

12. What are some examples of telephone etiquette?

a) Using a polite tone of voice b) Avoiding eating or chewing gum while on the phone c)
All of the above

13. How can you improve your telephone etiquette skills?

a) Practice active listening and speak clearly b) Take notes during phone calls to help with
message taking c) Both a and b