Professional Documents
Culture Documents
Sa
pl
2nd edition
J. Reid
contents
Contents
Introduction iv
1
2 18
Section 2 Communication
Chapter 3 Ways of communicating Chapter 4 Stationery and information sources Chapter 5 Telephone and other communication techniques Chapter 6 Traditional mail
35
36 55 62 73
84
85
110
111 130 140
146
147
Section 6 Meetings
Chapter 12 Meetings
160
161
174
175
187
188
206
207 221
242
243
257
258
272
273 288 298 299 308
iii
LOA_Sec0_prelims_7p.indd 3
05/01/2012 14:22
Introduction
Longman Office Administration for CSEC 2nd edition, written specifically for the Caribbean, has been updated to comprehensively cover the new CSEC Office Administration syllabus. New features including a full-colour design, extensive glossary of key terms, additional practice test questions and a bank of interactive CD-ROM content help students to gain the knowledge and practical skills required for success both in CSEC exams and in the real world of office work.
Case studies and activities assist students with developing their skills of application, investigating the world of work via a practical approach.
Learning objectives offer a clear outline of statements from the syllabus, explaining the new skills and knowledge that the student will acquire throughout the chapter.
A wealth of sample office documents, diagrams, illustrations and photos provide visual support to crucial text-based concepts.
Key terms highlighted throughout the text are supported by definitions in the glossary at the back of the book.
iv
LOA_Sec0_prelims_7p.indd 4
05/01/2012 14:22
IntRoDUctIon
A comprehensive SBA Guide helps both teachers and students to tackle this important aspect of the syllabus.
Self-check questions allow students to assess their understanding at key points and to gain confidence in constructing responses.
questions additional case studies teacher-guided step-by-step activities interactive crosswords interactive word matching exercises.
Visit www. pearsoncaribbean/longmanofficeadmin to access additional teaching and learning support material. Keep visiting this space to see what material assets have been added, and let us know what you think!
v
LOA_Sec0_prelims_7p.indd 5
05/01/2012 14:22
section Meetings
Meetings
l l l l l
Terms associated with meetings Types of meetings Organising different types of meetings Legal requirements of Annual General Meetings Annual General Meetings (AGMs)
LOA_Sec6_7p.indd 160
05/01/2012 14:36
Meetings
Chapter 12 Meetings
After completing this chapter, you will be able to: define terms associated with meetings list the different types of meetings organise different types of meetings discuss basic legal requirements of Annual General Meetings outline the follow-up procedures related to decisions made at meetings.
A meeting is a forum for communicating with, or among, people. The number of people attending may be between two and thousands. Meetings are important aspects of the workplace, as a lot of time is spent discussing and making decisions on issues that are regarded as important. Meetings are usually:
l structured there is an agenda listing the specific
by-laws written policies and procedures that indicate how board meetings are to be conducted and how people are elected. casting vote if an item under discussion at a meeting is subject to a vote, and there are equal votes for and against, the person who is chairing the meeting will vote so that a definite decision is made. chairperson the person who presides over and controls the meeting. Often simply called the chair. ex-officio a person who is not a member of a committee that is meeting, but is invited to attend because they have a special contribution to make or because they hold a particular position in the organisation, e.g. the chairperson is often an ex-officio member of all sub-committees of that organisation. motion is a formal step to introduce a matter for consideration by the group that is meeting. It is proposed by an individual attending the meeting. When a motion is passed or carried, this means that it is agreed upon by the majority of people attending the meeting. Action then takes place after the meeting. proposer a person who suggests a motion. Can also be called a nominator if a person is being nominated for election to serve on a committee or occupy a position. proxy a proxy is a person authorised to act on behalf of another person at a meeting, i.e. when the person appointing the proxy is unable to attend. quorum the minimum number of people required to be in attendance at a meeting so that the meeting can go ahead. The number of people required for a quorum at a meeting will be stipulated in the by-laws or Articles of Association of the company or the rules of the organisation. ratify to approve or express consent at a meeting, with regard to a motion that has been proposed. rescind to annul, revoke or cancel a decision previously ratified at a meeting. seconder a person who supports a motion proposed by another person. It is usual for someone to second a motion to prove that more than one person wishes the motion to be passed. Once a motion is seconded, it will then be discussed by everyone at the meeting. verbatim the use of the exact words as a direct quotation from a source, e.g. from a written text or a speaker at a meeting.
161
topics to be discussed l designed to achieve outcomes or objectives l planned in advance with those who are to attend. Attendees are informed of the venue and time. This information is provided in the notice of meeting.
LOA_Sec6_7p.indd 161
05/01/2012 14:36
seCtiOn 6 Meetings
vote a vote is usually taken when a motion has been proposed and seconded. If everyone present votes in favour then the motion is said to have been passed nem con. If a majority of those present vote in favour then the motion is passed.
Business meetings are grouped into two categories. The first is the organisational meeting that involves shareholders, other examples are management meetings, board meetings and annual general meetings (AGM). The second category is the operational meeting which includes the regular or ad hoc meetings with management and employees, committee or working group meetings, and departmental meetings; for example sales and marketing department to plan strategies.
self-check questions
1 The by-laws or rules of the association states that ten persons are required to form a quorum. If six persons are present what action should be taken? Give the meaning of the term verbatim Use each of the following terms in sentences to best convey their meanings: a) ad hoc b) ratify c) verbatim. 4 Paul said that he is attending the meeting as an ex officio member. Explain Pauls statement. At the meeting an equal number of members voted for and against the motion to change working hours. What action must be taken by the chair to arrive at a decision?
2 3
l types of meetings
Formal meetings
A formal meeting is a pre-planned event with specific topics for discussion along with objectives to be achieved. The senior executive of a company usually presides over the formal meeting. Those invited are given notice days before, preferably through memos or notice of a meeting. Other characteristics of formal meetings are that they are held at specified times, places and duration, and follow a planned agenda or programme.
162
LOA_Sec6_7p.indd 162
05/01/2012 14:36
Meetings
Board meetings
Most large corporations operate with a board of directors who make strategic decisions. The frequency and how these meetings are to be conducted will be determined by the by-laws or constitution of the organisation. Their function is to guide and determine policy for the organisation. The chairperson of the board conducts the meeting and adheres to strict meeting protocols that require the agenda to be distributed before the meeting.
Emergency meetings
Such meetings are often arranged with very little notice. Attendance is mandatory as the meeting takes precedence over any other planned meetings. Key persons will be informed at short notice.
Presentations
In a presentation one or more people speak and a facilitator may act as chair for the proceedings. The purpose of the meeting is to inform rather than to make decisions. For example, in a manufacturing company when a new product is being announced to staff, a presentation is made. The presentation is usually very graphic in nature, making extensive use of multi-media technologies. Participants usually have an opportunity to ask questions at a specified time.
Committee meetings
Committees are small groups set up to make decisions about particular projects or policies. These types of meetings tend to be cross-departmental, i.e. the committee is set up to draw on the expertise of people from different parts of the company. Persons may be invited because of their expertise as ex-officio members to serve on these committees. When the projects are implemented the committee is disbanded.
Ad hoc meetings
An ad hoc meeting may be set up at short notice to resolve one particular problem, challenge or issue. Those attending the meeting may be from one department or many, depending on the purpose of the meeting. The meeting is ad hoc because it is not expected to be convened again with the same people, i.e. it may simply be felt necessary to convene the meeting because a particular situation has arisen and needs to be addressed.
163
LOA_Sec6_7p.indd 163
05/01/2012 14:36
seCtiOn 6 Meetings
seminars
Seminars are meetings that are intended as a learning exercise for their participants, i.e. they are much like a classroom setting, and are not a decision-making forum. They are usually led by people with expertise in the subject matter under discussion with the objective of educating the attendees.
informal meetings
Informal meetings may be unplanned until quite close to the date and are likely to have a small group of people present. Additionally, members could be notified by a telephone call or e-mail. An informal meeting may take place in neutral surroundings, for example in a restaurant or a managers office rather than in a boardroom.
self-check questions
1 State one circumstance in which a company may need to convene an extraordinary general meeting (EGM). What is usually the main purpose of meetings of the Board of Directors of a company? What are the key differences between presentations and conferences? Carol said that the monthly staff meeting at school is a formal meeting because all the teachers sit and listen to the Principal. Write two other justifications. Name three types of meetings conducted at schools other than general staff meetings.
2 3 4
organisation. l bring individuals together to have their say about issues. Meetings also help to foster a spirit of co-operation and teamwork in an organisation.
164
LOA_Sec6_7p.indd 164
05/01/2012 14:36
Meetings
BEFORE THE MEETING Activities Obtain names, designations, addresses of persons to be invited Reserve meeting room and facilities Prepare notice of meeting Prepare meeting agenda Send out notice and agenda Prepare list of equipment, stationery and other requirements; ensure extra quantities Order refreshments; ensure extra quantities Prepare handout material; ensure extra copies Perform other related activities e.g. reservations, confirmations Meeting room Check the following: Electricity: location of outlets, availability of extension cords Multimedia equipment e.g. projector, computer, speakers, screen Seating arrangements: seating plan Name tags: on person/table Water: pitcher, glasses, ice, napkins Stationery: writing paper, pens/pencils The Meeting Day Final check on meeting room, food and equipment set-up During the meeting Distribute material as instructed/requested Respond to requests After the meeting Ensure that the room is restored to its original condition Prepare minutes and have them approved by the Chairperson Prepare follow-up correspondence as instructed Any persons who were not present but who were given duties or assignments at the meeting should be notified Distribute/send out copies of the minutes
Figure 12.2 Checklist of activities to be performed - before, during and after the meeting 165
Details
Yes/No (/)
LOA_Sec6_7p.indd 165
05/01/2012 14:36
section 6Meetings
Meeting Protocol
1 Whatever the circumstances, there are some essential elements that must be planned carefully, with attention being paid to every detail. Firstly, all participants must have information regarding the date of the meeting, and the time and the place where the meeting will be held. It is useful to find out in advance whether a certain date and time will suit all participants, or at least most of them. 2 Once a date and time have been agreed and a meeting location selected, participants must be advised. This is often done by e-mail or by sending a hard copy, i.e. the agenda and notice of the meeting. The agenda is sent to all participants ahead of time to help them prepare to participate. Along with the agenda should be sent any printed materials and supporting materials in advance of the meeting, to include a list of participants and their contact details. This is important so that participants will come prepared to participate in, and make contributions to the meeting. 3 The meeting room must be arranged so that people will be comfortable and will be able to see and hear each other without difficulty. It may be necessary to arrange the seating in a manner that will best serve the type of meeting and the number of persons expected. The meeting room must have sufficient lighting so that participants can read without difficulty. The ventilation must also be appropriate for the size of the meeting room and the number of participants that will be accommodated. 4 Depending on the purpose of the meeting, the organisers may need access to specialised equipment such as computers, flipcharts, audio-visual projectors, screens, easels and their related stationery supplies. 5 Part of the preparation for the meeting includes ensuring that refreshments have been organised. If the meeting is a short one, it may only be necessary to have water available for the key speakers and participants. It is a good idea to develop a checklist of requirements to support your planning and followup activities. An example of a checklist is shown in Figure12.2 on page 165.
The chairperson uses the agenda to help guide the meeting and to ensure that all planned business is discussed. The secretary or the chairperson of the meeting will usually contact all members to ascertain whether there are any points they wish to discuss at the meeting. Towards the end of the agenda there is usually an item headed Any other business during which members may raise points of concern.
166
LOA_Sec6_7p.indd 166
05/01/2012 14:36
Meetings
Have an agenda e sure that all participants are clear on the stated B purpose for the meeting. Decide how you will measure success. A clearly established order of business should be circulated in advance, for example: Sample agenda A meeting of the Board of Directors of Smart Solutions will be held on 17 January 2005 in the companys Boardroom at 16:30hrs. 1 Apologies for absence 2 Minutes of previous meeting 3 Matters arising 4 Chairmans report 5 Finance Committees report 6 Investment Committees report 7 Board Development Committee report 8 Any other business 9 Date of next meeting Be prepared Make the necessary arrangements before the meeting to ensure everyones attendance. Have all the necessary physical materials ready, such as spare copies of minutes, agenda and any other documents that may be referred to in the course of the meeting. Be on time how how serious you are about your responsibilities S at the meeting by turning up for it promptly. If you are chairing the meeting, set limits for each agenda item. If you have a two-hour meeting schedule, and ten items to get through, estimate how much time you will need for each of those items, and try to stick to it.
Greetings and introductions Provide an opportunity for persons to meet each other or introduce themselves if they havent met before. You could, for example, go clockwise round the table and ask individuals to state their names, job titles and roles within the organisation. Maintain focus Give people something to look at as well as to listen to. For example, when making a presentation individuals may like their own copy of the information you are showing on screen, so that they follow the presentation. Action outcomes When motions are moved, decide clearly who will do what and by what date. Responsibilities can then be recorded, tracked, and reviewed at each meeting. It may be necessary to convene further meetings so that individuals, teams and departments within the organisation can act on the decisions taken at the meeting. Crucially though, the ultimate responsibility for making sure that tasks are carried out will be that of the person who attended the original decision-making meeting, and had the task designated to them at that meeting.
167
LOA_Sec6_7p.indd 167
05/01/2012 14:36
section 6Meetings
After apologies for absence have been noted, the next item on the agenda is usually to read the minutes of the previous meeting and for them to be signed and dated by the chairperson as a true record of the proceedings. Any matters arising from the minutes are discussed next. During the meeting it may be necessary for speakers to introduce themselves when they stand to speak if they are not known to all present. When a member wishes to speak or to make a point he or she should stand up and address the chair by his or her official title, e.g. Mr Chairman or Madam President.
Moving motions
If a member wishes to put forward a proposal that a specific action be taken, it will be listed on the agenda. When invited to speak the member will explain his proposal move a motion. If the motion is approved it will usually involve individuals being responsible for undertaking certain tasks after the meeting. The member moving the motion says I move that .... When a member moves a motion, another member who agrees with the motion, indicates agreement by seconding that motion, says Chair, I second that motion. It is important to note that in many organisations the formalities mentioned above are not necessarily followed. For example, individuals may address each other by name rather than addressing the Chair first. Similarly, when motions are moved, they may be done in a less formal manner an individual may simply propose that something be done, without the need for a seconder. This proposal can then be discussed by all attendees at the meeting before being agreed or not.
The role of the secretary
reviewed, to check that the actions shown in those minutes have been acted upon l the main motions that were presented at the meeting and by whom l whether those motions were passed, what action plan resulted, and who will be responsible for those actions l any other activities that transpired during the meeting (usually called any other business). Before the adjournment of the meeting the chairperson should summarise the decisions taken, and the allocation of responsibilities, so that it is clear to all what action follows next, and who will be responsible for that action. The action should be reviewed, to ascertain that no one has an unfair allocation of responsibilities.
After a meeting
Writing and circulating the minutes
After the meeting the secretary or administrative assistant is responsible for ensuring that the meeting room has been cleared of all stationery, cups etc and that equipment and reference material have been returned to the appropriate place. This does not mean that one person must physically do these chores, but rather must coordinate and oversee that these chores have been performed and that the room is left in as pleasing and usable condition as before the meeting. The secretary is responsible for writing up the minutes, ensuring that these are clearly presented using appropriate grammar and that the record is a true reflection of what took place. Minutes should be prepared while they are fresh in the memory. They should include clear notes of the actions to be taken before the next meeting, by whom, and what the deadlines for those actions are. Sometimes it is deemed necessary to prepare a separate action sheet, expanding on the points of action that were decided at the meeting.
The secretary to the meeting should have copies of minutes of the previous meeting at hand for easy reference, and extra copies of the agenda, in case any attendees neglects to bring along their copy. Once the meeting is under way, the secretary to the meeting will make notes of the proceedings, indicating what decisions were taken. Although nearly all secretaries make handwritten notes, some use digital recording systems to record what is said for a more detailed account. This is then used along with the handwritten notes to create a summary of what transpired at the meeting.
168
LOA_Sec6_7p.indd 168
05/01/2012 14:36
Meetings
Figure 12.4 is an example of the minutes of a meeting of the Board of Directors of a company. Notice in particular how they clearly state who will be responsible for the actions that will be taken after the meeting.
ABC Company
Minutes of the meeting of the Board of Directors held on 18 October 2011 in the Boardroom. Board Members present: Sandy Leoteaud (Chairperson), Jason Thames, Aurea Casmir, Douglas Jenkins, Elizabeth Leslie, Reney Charles, Faye Marshall and Terry Adrian Others present: Dwayne Martial, Consulting Accountant Jen Kier, Secretary. The meeting was called to order at 3.30 p.m. by the Chairperson, Sandy Leoteaud 1 Apologies were received from: Charles Latoya. 2 The minutes of the previous meeting were reviewed and signed as a true record. No further actions resulted from the review. 3 Chairpersons report Key elements of this report (previously circulated to Board members) were read out by the Chairperson. It recommends new investment in our strongest product lines, especially the software product. The Board approved the report unanimously, and agreed to meet again within one month in order to decide on specific action related to the software product. 4 Finance report This report was presented by Dwayne Martial. The report stated that the companys accounting practices and procedures were found to be satisfactory, and it realised an overall profit of $US655 000 in 2011. The Board therefore unanimously approved the companys accounts for the year ended 30 September 2011. Elizabeth Leslie suggested we must ensure that our salary scales are on a par with others in the industry. Since our company finances are in good health, she proposed that a salary review process should be undertaken for all employees. This motion was approved by a majority of the Board. MsLeslie will undertake the salary reviews, reporting to the Board within three months. 5 Other business Terry Adrian raised the issue of the new software and hardware requirements for the Accounting and Human Resource functions, suggesting that the budget for these departments needed to be increased by $US24 000 respectively, in order to pay for the resources. Mr Adrian moved a motion to that effect. The motion was approved by a majority of the Board. Meeting adjourned at 5:30 p.m. Minutes submitted by the Secretary, Jen Kier.
LOA_Sec6_7p.indd 169
05/01/2012 14:36
seCtiOn 6 Meetings
self-check questions
1 2 Give one reason for using Roberts Rules of Order to conduct a meeting. List three key persons whose positions are indicated on the minutes of a meeting? Indicate two key elements that are necessary for the successful execution of actions decided at meetings. Prepare a seating arrangement for a committee meeting where six persons will be in attendance. Mr. Bobb will be chairing and the secretary will be required to record the proceedings. Develop a checklist for activities that you must perform before the monthly staff meeting of district managers.
under the United Kingdom Companies Act of 1948. However, some territories such as Trinidad & Tobago, Jamaica, St. Lucia and Barbados have moved to have their own Companies Acts. When a company is formed it must draw up a Memorandum and Articles of Association, which is a set of documents (articles) that state various important pieces of information about the company, such as:
l the business name and address l a list of the members of the business these are
the people who have a stake in the business, i.e. the shareholders l the number of shares that have been issued to those members, and the voting rights associated with those shares usually one vote per share l the number of Directors who will be appointed to the Board of Directors. The Board of Directors are known as the officers of the company, and their number will vary depending on the company. How Directors are appointed or removed is also spelled out in the Articles of Association l bye-laws of the company, i.e. further details that state the rules and regulations for how the company will be managed. By-laws can be amended at any time by the Board of Directors.
are set up by private individuals, e.g. sole traders (individual entrepreneurs) who use their own money. l Public limited companies (plc) The investors in a public limited company may be ordinary members of the public who have bought shares in the company when the company has announced that it wants to sell itself to the public at large (go public). Wellknown companies often do this in order to raise funds for investment. Once an investor has bought a share in the company, he or she is known as a shareholder.
setting up a company
The rules for setting up companies are described in the Companies Act of the country in which the business is established. Many countries in the Caribbean operate
when the meeting will take place, e.g. three months in advance l who has the right to vote at the meeting l the accessibility requirements at the venue, e.g. for disabled members of the company.
170
LOA_Sec6_7p.indd 170
05/01/2012 14:36
Meetings
Corporate records
We have already seen that minutes are an important record of what took place in a meeting, and particularly, what action is to be taken after the meeting. As a result minutes of an AGM can be regarded as corporate record. Minutes of large meetings such as AGMs are of particular importance to companies because there may be questions to be answered sometime in the future, and these can have legal implications. Minutes therefore form part of the companys records, along with other documents such as sales invoices and statements of accounts. It is therefore the responsibility of the secretary or administrative assistant at the AGM to take very clear notes of the proceedings, especially the motions that were approved. A draft of the minutes will later be presented to the chairperson or presiding officer for approval as being an accurate record of what took place. It will be the responsibility of the chairperson to make the necessary corrections of the facts. The corrected minutes can then be sent to members. The secretary will keep at least one signed copy for the records of the organisation.
accountants who annually check that the company accounts are in good order).
Meetings/voting proxies
Shareholders who are unable to attend an AGM are able to send their votes on issues on the agenda by proxy. Aproxy is an authorisation for someone else to vote on your behalf, or a pre-written statement of your voting intentions.
Activity 12.1
1 Write a letter to shareholders of Dynamo Energy Company inviting them to the Annual General Meeting on Tuesday 12 November 2011. Give the name and address of the venue, and the time the meeting will take place. Create a proxy voting form for completion by shareholders. Obtain a copy of the Companies Act applicable in your country visit your public library or research it on the Internet. What are the main provisions and rules in the Act for the establishment of private companies? What rules are there for how the company should be managed?
2 3
171
LOA_Sec6_7p.indd 171
05/01/2012 14:36
section 6Meetings
172
LOA_Sec6_7p.indd 172
05/01/2012 14:36
Meetings
7 8 9
10
11 12 13
14
173
LOA_Sec6_7p.indd 173
05/01/2012 14:36
CSEC is a registered trade mark of the Caribbean Examinations Council (CXC). Longman Ofce Administration for CSEC is an independent publication and has not been authorised, sponsored, or otherwise approved by CXC.