Work Effectively in a Business Environment/Work effectively with others

This chapter assesses the performance outcomes, skills and knowledge required to work effectively within a commercial or business environment. Students will become aware of the rights and responsibilities of employees and employers and how business is conducted in accordance with its goals, values and standards and within relevant legislation.

Working in the Business Services Environment

Performance criteria covered:Work effectively in a business services environment: 1.1

"Business services are essential to every Australian business, either as a core activity or as a support to the core activities, and can be internally or externally provided. Business services are those activities which bind an organisation together, enable it to function and connect it to its customers and community. 'Business services' represents both an industry sector and an occupational grouping."1

1. What is the difference between an industry sector and an occupational grouping?______________________________________________________________________________

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2. List the type of jobs do you think fall under the umbrella of Business Services?

______________________________________________________________________________

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According to the /Australian Bureau of Statistics, approximately 12% of the Australian workforce is employed in the Property and Business Services industry - this is the second largest employer group after the Retail industry. The Business Services industry has experienced significant growth over the last ten years and this is expected to continue.Business Services "is an evolving and dynamic industry subject to emerging developments and challenges such as the expansion of global business services including e-business, rapid technological change and uptake, and the increasingly commercial focus of government business enterprises. Employers will be seeking employees who possess transferable skills and essential underpinning skills such as business skills, problem-solving, communication and technical know-how."2

3. List the occupational groupings within the business services industry:______________________________________________________________________________

______________________________________________________________________________

4. Define: Organisational culture:. Mission statement Goals and objectives:. Vision: _ Organisational/management structure:

o Flat:o Horizontal:o Vertical:

Line of reporting/chain of command: Quality assurance:.

5. List possible sources of current industry information..______________________________________________________________________________

______________________________________________________________________________

Rights and Responsibilities

Performance criteria covered:Work effectively in a business environment'- 1.2; 1.3

1. Distinguish between a right and a responsibility..______________________________________________________________________________

______________________________________________________________________________

2. Complete the following table for employee rights and responsibilities:Area Right or

Responsibility?Explanation

Attendance

Punctuality

Confidentiality and privacy of enterprise, client and colleague information

Knowing the terms and conditions of own employment

Obeying lawful orders

Protection from discrimination and sexual harassmentRight to union representation

Safety and care with respect to OHS

3 Outline the rights and responsibilities of employers.______________________________________________________________________________

______________________________________________________________________________

4. When can an employer dismiss an employee?

______________________________________________________________________________

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5. Define "duty of care"..______________________________________________________________________________

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http://www.industrialrelations.nsw.gov.au/G0 to the website of the NSW Office of Industrial Relations above, click on "Rights and Responsibilities - Employees", then "awards and enterprise agreements".

6.What is an award?

______________________________________________________________________________

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7 List what awards cover______________________________________________________________________________

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8. What is an enterprise agreement? _______________________________________________________________________________

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Career PathwaysPerformance criteria covered:

Work effectively in a business environment: 1.4 Communicate in the workplace: 2.1 Use business technology: 1.1; 2.2; 2.3

Write a list of websites that could help you prepare a job application letter.2. Prepare a table of good and bad points to remember for job application letters:

Good points to remember Bad points to remember

3. A resume /curriculum vitae should be attached to your job application letter. It is a concise summary of your personal information, including such things as your interests, skills and qualifications. It is important that you can prove your skills by identifying relevant experiences rather than just listing them. Fill in the table below, listing information that you can include in your resume.

Interests Skills Experience Qualifications

4. Write a job application letter and resume /curriculum vitae for the following position:Sydney Morning Herald, Saturday2/10/210

Office Allrounder/ReceptionistA busy manufacturing company in Brookvale seeks an enthusiastic receptionist with general office administration skills. Duties include reception, telephone, typing, accounts payable, MYOB and general office. This position requires a highly organised person with a flexible approach to work, excellent communication skills and experience in computer accounting.

Apply in writing to:

Meredith Manly Human Resources Manager XYZ Manufacturing 2525 Old Pittwater Road Brookvale 2100

Save your letter in an appropriate place

5. prepare a job application to be faxed in reply to the following advertisement:Daily Telegraph, Tuesday

Junior Office Assistant/ReceptionistA publishing company in Frenchs Forest is looking for an enthusiastic flexible person with a good phone manner to be an integral part of our busy team. Good computer skills and driver's licence necessary. This is an opportunity to work in pleasant surroundings and learn an interesting industry. Please reply by fax to:

Sandy Beach9451 0298

NB: Save your fax in an appropriate directory.

Go to http://www.careersonline.com.au/easyway/interview.html and click on "memorable job interviews",

a. List some tips for dressing for interviews:______________________________________________________________________________

______________________________________________________________________________

b. Why do first impressions count? .______________________________________________________________________________

______________________________________________________________________________

c. How does body language play a part in an interview? _______________________________________________________________________________

______________________________________________________________________________

7. You have been successful in obtaining an interview for the position of Junior Office Assistant Answer the following questions:

a. What would you wear to the interview? .______________________________________________________________________________

______________________________________________________________________________

b. What would you consider to be appropriate body language during the interview?______________________________________________________________________________

______________________________________________________________________________

c. What would you consider to be inappropriate body language during the interview?

Constructive Feedback

Performance criteria covered:Work effectively in a business environment: 1.5 Work effectively with others: 1.3

Feedback is often confused with criticism - probably because it often has had more to do with what we've done wrong rather than what we've done right or how we could do improve. Feedback should not be viewed as a personal assault. Even negative feedback should be given in a constructive manner, so that it is accepted and not cause other problems. Constructive feedback is most beneficial as it provides encouragement, support, corrective measures and direction.

1. From the following website, list the characteristics of good constructive feedback:http://www.expressyourselftosuccess.com/the-importance-of-providing-constructive-feedback______________________________________________________________________________

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2. Explain the value of constructive feedback to a workplace/organisation.______________________________________________________________________________

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Teamwork

Performance criteria covered:Work effectively in a business environment: 2.1; 2.3; 2.4 Work effectively with others: 1.1

1. Define: a)

Team_________________________________________________________________________

______________________________________________________________________________

b)

Teamwork____________________________________________________________________

______________________________________________________________________________

2. Complete the following table of advantages and disadvantages of working in a team'

Advantages Disadvantages

3. In a business, what forms can a work team or work group take?______________________________________________________________________________

______________________________________________________________________________

4 Teambuilding is a term given to methods of developing an effective team. List strategies that could be used by an organisation to build an effective team, (see Wikipedia)______________________________________________________________________________

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5 What skills are important for effective teamwork? (see Wikipedia)______________________________________________________________________________

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6. What is the role of a team leader?______________________________________________________________________________

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7 When allocating tasks to team members, what should be taken into consideration?______________________________________________________________________________

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8. Explain the importance of the following:a) Demonstrating respect and empathy when working with others: .______________________________________________________________________________

______________________________________________________________________________

b) Sensitivity when dealing with other points of view:______________________________________________________________________________

______________________________________________________________________________

c) Constructively raising and discussing ideas: _______________________________________________________________________________

______________________________________________________________________________

d) Cooperation and good working relationships:______________________________________________________________________________

______________________________________________________________________________

e) Knowledge of workgroup members' responsibilities and duties:______________________________________________________________________________

______________________________________________________________________________

9. HOW can the following situations contribute to potential conflict?a Poor customer service: : ________________________________________________________________________________

______________________________________________________________________________

b. Variation in colleagues' work practices/methods: _______________________________________________________________________________

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c. Cultural misunderstanding:______________________________________________________________________________

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d. Poor communication:.______________________________________________________________________________

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e. Barriers to communication:______________________________________________________________________________

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f.. Aggressive behaviour:.______________________________________________________________________________

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9- Personal animosity:______________________________________________________________________________

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Conflict in the workplace can cost organisations a lot of money in legal fees, lost productivity, for recruitment of new workers, workers compensation and stress leave. In places where people work together, conflict is inevitable. How this conflict is managed is important - putting one's head in the sand and hoping that it will go away never works!Mediation is a process in which the parties to a dispute, with the assistance of an impartial third party, identify the disputed issues, develop options, consider alternatives and endeavor to reach an agreement.Workplace conferencing is a meeting of people who have been affected by an incident or dispute bringing together those most directly involved, including management, colleagues and sometimes family and friends.Facilitated negotiation is a process in which the parties to a dispute, who have identified the issues to be negotiated, utilise the assistance of an impartial third party to negotiate the outcome.Conflict coaching assists people on a one-on-one basis to improve their effectiveness in handling conflict and resolving disputes.( http://www.humanresourcesmagazine.com.au/articles/a7/0c02fla7.asp)

10. The following situations are examples of conflict that can occur in any workplace. How would you manage each situation?

a. Sarah and Kelly have to present a report at a management meeting. Sarah arrives to work late and has not finished the report. The meeting does not go well. Kelly is very upset with Sarah and refuses to talk to her for the rest of the day. Kelly purposely does not pass on important information to Sarah so that Sarah gets into trouble from her supervisor for not completing other work.

______________________________________________________________________________

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b Kyle has only been in Australia for a short period of time and does not have a good command of English. He is slow to comprehend instructions and often makes mistakes. Ben is annoyed as an order did not go out in time to an important customer. Ben starts shouting at Kyle, calls him a number of rude names and demands that Kyle is dismissed.

______________________________________________________________________________

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c. Trudy job shares with Alison. Each works for three days a week so they are both at work on Wednesdays. Alison gets upset with Trudy as she doesn't get through as much work as she does, which results in Trudy becoming even more uncooperative and completing even less work. Alison finally loses her temper with Trudy and a verbal brawl develops, which is heard by fellow workers and customers in the waiting room.

______________________________________________________________________________

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11. Explain how conflict can be resolved to promote a win-win situation.______________________________________________________________________________

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12. When difficulties arise, what personnel could be approached to provide assistance in order to avoid conflict?______________________________________________________________________________

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13. Explain the following questioning techniques that can be used to clarify instructions orResponsibilities

a. Open;______________________________________________________________________________

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b. Closed;______________________________________________________________________________

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c. Reflective:____________________________________________________________________________________________________________________________________________________________________________________

14. How can you make sure that you understand all instructions? .______________________________________________________________________________

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Anti-discrimination

Performance criteria covered:Work effectively in a business environment. 2.5 Produce simple word-processed documents: 1.2; 1.3; 2.1; 2.2; 3.1; 3.3

1 Define anti-discrimination:______________________________________________________________________________

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2. On what grounds is it illegal to discriminate against someone? _______________________________________________________________________________

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3. List legislation that protects us against discrimination.______________________________________________________________________________

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4. define bullying______________________________________________________________________________

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5. Define harassment:,______________________________________________________________________________

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6. Identify examples of sexual harassment in a workplace.______________________________________________________________________________

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7. Explain other forms of harassment that may take place in the workplace.______________________________________________________________________________

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8. Explain the recourse an employee has in the case of inappropriate conduct.______________________________________________________________________________

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9. Using your school's anti-bullying policy as a guide, create a document setting out anti -discrimination and anti-bullying policies and procedures suitable for a business services environment.______________________________________________________________________________

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Develop Effective Work Habits

Performance criteria covered:Work effectively in a business environment: 3.1; 3.2; 3.3

1 Explain the importance of maintaining a balance between work and life and how this can be maintained. ;______________________________________________________________________________

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2. Differentiate between time and task management.______________________________________________________________________________

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3. Explain why each of the following time management features are important:a. Consultation with others______________________________________________________________________________

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b. prioritising______________________________________________________________________________

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c. Delegation:______________________________________________________________________________

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d. Problem-solving: .______________________________________________________________________________

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e. Decision-making:______________________________________________________________________________

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f. Use of diaries:______________________________________________________________________________

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g. Negotiating:______________________________________________________________________________

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h. Accommodating changes to routine:.______________________________________________________________________________

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i. Minimising time-wasters:.______________________________________________________________________________

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4. What are the effects of poor time management?______________________________________________________________________________

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5 List the personal attributes and work ethics that are important for workers in the business services industry:______________________________________________________________________________

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6. Describe what constitutes appropriate clothing for the business services industry.______________________________________________________________________________

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7. Why is personal hygiene and grooming important? ______________________________________________________________________________

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8. What is etiquette and why is it important?

______________________________________________________________________________

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9 Explain how the following influence personal presentation standards:

a. Work location:______________________________________________________________________________

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b. Job function:______________________________________________________________________________

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c. OHS issues:______________________________________________________________________________

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d. Customer expectations on personal presentation standards: .______________________________________________________________________________

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8. Outline what is expected of you while on work placement for Business Services.______________________________________________________________________________

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HSC key terms and concepts Work Effectively in a Business Environment Define the following terms:I Anti-discrimination:______________________________________________________________________________

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2. Employer/employee rights and responsibilities:______________________________________________________________________________

______________________________________________________________________________

3. Organisational values, goals and objectives: ______________________________________________________________________________

______________________________________________________________________________

4. Organisational requirements: ______________________________________________________________________________

______________________________________________________________________________

5. Roles and responsibilities:______________________________________________________________________________

______________________________________________________________________________

6. Teamwork______________________________________________________________________________

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7. Time and task management:______________________________________________________________________________

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8. Work and personal priorities:______________________________________________________________________________

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9. Work ethic ______________________________________________________________________________

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