General Knowledge and Office Practice
What to master
General knowledge and office practice test familiarity with everyday workplace facts: telephone and reception etiquette, handling incoming and outgoing mail, filing and records confidentiality, standard office equipment and supplies, common forms, and abbreviations (cc, encl., FYI, ASAP, PTO). Know the parts of a business letter, the purpose of a memo, and the difference between formal and informal communication. General knowledge items may cover geography, national symbols, government, and current events.
Traps
- Similar abbreviations: cc (copies to) versus encl. (enclosure).
- Confidentiality questions: client information is not shared with coworkers or outside parties without authorization.
- Outdated facts-check dates and names rather than relying on memory.
- Choosing an answer that sounds polite but breaks procedure, such as promising a delivery date you cannot confirm.
- Confusing a memo (internal) with a letter (external).
Worked example
A caller asks whether a client's account is overdue. The correct response is to verify the caller's identity and authority before disclosing anything-not to answer helpfully because the caller sounds official.
Rule of thumb
When two answers seem right, choose the one that protects accuracy, privacy, and the organization's procedure. For factual items you cannot verify, mark them for review rather than guessing.