Working effectively in a business environment

Contact details Participant

Name:

Start date:

Phone number:

Email:

Work location

Name:

Address:

Postal address:

Workplace supervisor name:

Phone number:

Fax:

Email:

Registered Training Organisation (RTO)

Name:

Address:

Postal address (if different):

Phone number:

Fax:

RTO contact name:

Mobile:

Email:

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Contents

Before you begin vii

Topic 1: Work within organisational requirements 1 1A Identify and read the organisation’s requirements and responsibilities

and seek advice 2

1B Understand employee and employer rights and responsibilities 10 1C Comply with relevant legal responsibilities and organisational goals

and objectives 28

1D Identify roles and responsibilities of colleagues and immediate supervisors 40 1E Inform the right person if standards and values are not upheld 42 1F Contribute to a safe work environment 46 Summary 50 Learning checkpoint 1: Work within organisational requirements 51

Topic 2: Work in a team 65 2A Be courteous and helpful at all times 66 2B Complete allocated tasks 68 2C Seek assistance when difficulties arise 69 2D Ask questions to clarify instructions and responsibilities 73 2E Use a non-discriminatory attitude in all communications with others 76 Summary 79 Learning checkpoint 2: Work in a team 80

Topic 3: Develop effective work habits 85 3A Identify work and personal priorities and achieve a work–life balance 86 3B Apply time-management strategies to work duties 90 3C Dress and behave appropriately for the job role 94 Summary 100 Learning checkpoint 3: Develop effective work habits 101

Final assessment 107 Assessment information and scope 108 Are you ready for assessment? 109 Final assessment overview 110 Assessment plan 111 Final assessment tasks 112 Record of outcome 145

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Before you begin

This learner guide is based on the unit of competency BSBIND201 Work effectively in a business environment, Release 1. Your trainer or training organisation must give you information about this unit of competency as part of your training program. You can access the unit of competency and assessment requirements at: www.training.gov.au.

How to work through this learner guide This learner guide contains a number of features that will assist you in your learning. Your trainer will advise which parts of the learner guide you need to read, and which practice tasks and learning checkpoints you need to complete. The features of this learner guide are detailed in the following table.

Feature of the learner guide

How you can use each feature

Learning content Read each topic in this learner guide. If you come across content that is confusing, make a note and discuss it with your trainer. Your trainer is in the best position to offer assistance. It is very important that you take on some of the responsibility for the learning you will undertake.

Examples and case studies

Examples of completed documents that may be used in a workplace are included in this learner guide. You can use these examples as models to help you complete practice tasks, learning checkpoints and the final assessment. Case studies highlight learning points and provide realistic examples of workplace situations.

Practice tasks Practice tasks give you the opportunity to put your skills and knowledge into action. Your trainer will tell you which practice tasks to complete.

Video clips Where QR codes appear, learners can use smartphones and other devices to access video clips relating to the content. For information about how to download a QR reader app or accessing video on your device, please visit our website: www.aspirelr.com.au/help

Summary Key learning points are provided at the end of each topic.

Learning checkpoints

There is a learning checkpoint at the end of each topic. Your trainer will tell you which learning checkpoints to complete. These checkpoints give you an opportunity to check your progress and apply the skills and knowledge you have learnt.

Final assessment The final assessment provides you with the opportunity to demonstrate all of the learning that you have undertaken for this unit of competency. Your trainer/assessor may ask you to undertake the final assessment tasks.

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Topic 1 Work within organisational requirements

Employees and employers have responsibilities and requirements that must be applied when working in a business environment. Most organisations have a clear set of goals and objectives that govern how they operate and set out what they want to achieve. Working in a way that supports these goals and objectives contributes to the success of the organisation. In all workplaces there are legal and regulatory requirements that are applied to ensure everyone is able to do their job safely, effectively and without discrimination.

Understanding the legal and organisational requirements, employee and employer responsibilities and the direction of the organisation will enable you to work effectively in most business environments.

In this topic you will learn how to: 1A Identify and read the organisation’s requirements and responsibilities and

seek advice 1B Understand employee and employer rights and responsibilities 1C Comply with relevant legal responsibilities and organisational goals and

objectives 1D Identify roles and responsibilities of colleagues and immediate supervisors 1E Inform the right person if standards and values are not upheld 1F Contribute to a safe work environment

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When a person starts a new job, it is important to ensure they have a good understanding of the requirements of the organisation and the responsibilities of their job. In many cases the new employee will attend an induction program or their supervisor or manager will discuss what they need to know about the job and the organisation.

There are specific rules, regulations, policies and procedures that all employers and employees must understand and follow. For example, all organisations and employees must abide by work health and safety (WHS) regulations, which are compulsory in Australia. There are penalties that individuals and organisations can incur for not meeting these regulatory requirements.

There are many ways to find out what your organisation expects of you and what policies and procedures you need to understand and follow.

Induction programs Most employers run an induction or initiation session, or provide an induction kit for new employees to introduce them to the organisation. An induction session can be a formal session where the employee is given detailed information about the organisation and the roles and responsibilities of each department; or it may be conducted informally, with the employee taken around the office and introduced to each worker. Large employers use online training modules as part of their staff induction. The type of induction offered depends on the size and nature of the organisation.

1A Identify and read the organisation’s requirements and responsibilities and seek advice

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Other documents used in the operations of the organisation There are many other documents that are used in the operations of an organisation. These may include the following.

Business plan

A business plan documents the organisation’s short- and long-term objectives and the strategies for achieving them. It sets the direction for the business and keeps the organisation on track once it is up and running. It is also necessary for an organisation to present its business plan when seeking finance. Other documents arising from the business plan include monthly reports and annual reports.

Department plan

Each department or team in an organisation has its own plan to show how it fits in with the overall goals of the organisation. Each employee needs to have their own individual work plan outlining their specific tasks that contribute to the organisation’s bigger goals.

Policies manual

An organisation’s policies and procedures manual outlines all the procedures that employees need to follow so they can do their job effectively. The manual tells staff about their legal obligations as an employee, their employment contract, leave entitlements, travel arrangements, performance and development reviews, professional development processes and meeting procedures.

Charter

A charter sets out the standards of behaviour expected of staff when dealing with people both inside and outside the organisation. These detailed guidelines ensure that staff behaviour is consistent throughout the organisation. For example, there will be procedures to follow for answering the telephone, dealing with customer complaints and following up customer queries.

Quality assurance plan

Many organisations have a policy of continually updating and improving their systems and processes. This may be part of a focus on improving the overall quality of the organisation, or it may be done to meet the accreditation requirements that apply in some industries.

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In some cases, you will not be able to read a certain document because you do not have the right level of authority or security. Some documents are kept confidential and can only be read by managers or supervisors. Others may only be available to people who are members of a particular working group. For example, an incident report related to a health and safety issue may only be available to the WHS representative, the manager and the employee involved in the incident. Limiting access to some documents protects important information and ensures the privacy of employees and employers.

Practice task 1 Read the case study, then answer the questions that follow.

Case study

Maslow has just started work as an administrative assistant for a large government department. When he arrives, he finds out that several people have recently been made redundant in the department, and one person has just been promoted. He has an induction kit with the department’s organisational chart, but the chart is quite complex. Maslow notices that his position is listed as reporting to three people. He is not sure whether the chart he has been given reflects the recent changes to staff.

1. Is it possible that Maslow is meant to report to more than one person in the organisation?

continued …

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Topic 1 Work within organisational requirements

Example: position description

Position description: Office assistant

Position purpose

Assist the office manager.

Provide secretarial and administrative support services for Eagle Business Enterprises (EBE).

Maintain and monitor daily financial records for the organisation.

Position environment

The position is based at the head office of Eagle Business Enterprises. EBE provides a range of training and human resources support to organisations that are revamping or implementing a human resources system.

Accountability

The office assistant will report to the office manager.

Position requirements

The position requires sound organisational and communication skills, word processing skills in Microsoft Word and spreadsheet skills in Microsoft Excel. The office assistant will carry out basic bookkeeping and reception duties and provide general administrative support.

Responsibilities

Undertake reception duties

Maintain filing system

Handle mail

Prepare simple documents

Prepare and process banking documents

Record and balance petty cash transactions

Reconcile invoices for payment to creditors

Prepare invoices for debtors

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Perform your required work duties

When you sign your employment contract, you are entering into an agreement to carry out certain duties over a set period in return for your salary or wage. You may need to fill out and sign a time sheet at the end of each pay period as part of your job. If you do, remember that this is a legal document and you must make sure all the details are correctly recorded.

In some workplaces, you may have an arrangement that says you are paid overtime or given time off ‘in lieu’ for hours that you work beyond your usual working week. So, if you usually work 38 hours in a week, but then you work 42 hours in one week, you may either be paid overtime for the extra four hours, or have some paid time off on another day. Remember you are accepting payment for performing certain work duties, so it is your responsibility to make sure you carry out these duties to the best of your ability.

Obey lawful orders

When you agree to work for an employer, you also agree to follow the instructions and directions given to you in the workplace. As long as the requests are lawful and reasonable, you are required to follow them. You are within your rights to refuse an order to do something that you know is illegal or dangerous.

For example, John works as a waiter. During a quiet shift, his manager asks him to clean the customer toilets. As this is a lawful and reasonable request, John should comply with it, even though cleaning the toilets isn’t on his job description.

Lan works in a warehouse. She is not qualified to drive a forklift. Lan’s supervisor asks her to help pick orders using a forklift as several people are off sick and they are running behind schedule. As this is an unlawful request, Lan has the right to refuse it.

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Example: communicate within company standards Martin likes the plastics factory where he works. The managers and other staff are friendly and have worked hard to make him feel comfortable. Martin gets on well with Nina, who also works in the administration area of the company. They have lunch together and sometimes see each other on weekends. Whenever Martin has a spare moment, he pops over to Nina’s desk for a chat. They laugh and joke, and generally talk about what happened on the weekend and what is going on in the office. The office supervisor, Alesandra, has noticed that Martin is spending more and more time talking with Nina. It appears to her that Martin does not have enough work and is distracting Nina from her busy job. Alesandra has also noticed that Martin has nicknames for all the staff in the office and some of them are not pleasant. Today Alesandra overheard Martin describing a customer as a ‘stupid old man’. Alesandra asks Martin to meet her privately. She runs through the company expectations for employee behaviour, and explains to Martin why some of his behaviour is not appropriate for the office. Martin says he didn’t mean to distract or offend anyone. Alesandra asks Martin to review the company manual and meet her again in a week’s time for a follow-up chat.

Identify and question poor standards and values Sometimes you may notice things in your workplace that you think are not right, or have the potential to be detrimental to the organisation. The work team or work group meetings are times to identify and discuss such issues. Alternatively, issues could be raised at a staff meeting, or discussed with a supervisor or more- experienced colleague.

It may be that you have noticed that someone in your work team is not complying with the standards of the organisation in a particular area. Or you may have a good idea for helping your organisation be more effective in some way.

Make sure you understand the channels that are usually used in your organisation to share ideas or communicate problems or issues. Think about what you need to communicate and choose the best way of doing it. For example, imagine you notice that a colleague often leaves the lights on in the building when they go home for the night.

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Summary

1. An organisation’s documents can include a strategic plan, business plans, policies and procedures manuals, codes of conduct, WHS policies, access and equity policies, customer service charters, annual reports and quality and improvement procedures.

2. Employees’ rights include the right to certain conditions in employment, union representation and a safe and healthy workplace.

3. Employees’ responsibilities include complying with health and safety procedures, anti-discrimination policies, confidentiality policies and job- specific responsibilities.

4. Employers’ rights include expecting employees to follow reasonable instructions, have a reliable attitude to their work, carry out the duties outlined in their position description, follow health and safety procedures and respect confidentiality.

5. Employers also have the right to dismiss employees in some situations.

6. Employers’ responsibilities include exercising a duty of care to their employees, providing a safe workplace, honouring conditions of contracts and awards, and ensuring there is no discrimination.

7. All workers should understand and comply with the goals, objectives, standards and values of their organisation.

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Topic 1 Work within organisational requirements

This learning checkpoint allows you to review your skills and knowledge in working within organisational requirements.

Part A Following is a list of documents used in a large organisation. For each one, note down the kind of information you would expect to find in this document that would help you understand the organisation’s requirements.

1. Business plan and annual report

2. Organisational policies and procedures manual

Learning checkpoint 1 Work within organisational requirements

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Part G Read the case study, then answer the questions that follow.

Case study

Dominique works at the front desk for a large human resources company. It is a busy job and she is constantly fielding inquiries from employers and applicants. A call comes through from a woman who does not speak English very well. Dominique cannot understand her and gets impatient with the slow pace of the conversation. She has two other phone lines ringing and three people waiting in reception. Dominique pretends the phone connection is breaking up – she tells the woman she cannot hear her properly and hangs up. When she woman calls back Dominique says ‘Sorry, you have the wrong number’. Later that day, the woman’s social worker calls back to make a complaint to Dominique’s manager about discrimination.

1. Were Dominique’s actions discriminatory?

2. What are Dominique’s legal responsibilities in this situation?

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In order to stay healthy and happy, it is essential to find a balance between your working life and your personal life. You may also be juggling study or family commitments. The right balance will change as your career progresses. It will differ if you are single or if you are raising children or nearing retirement.

Work–life balance can involve many things, such as: • getting enough sleep • removing negative situations from your life • working smarter, not harder • building and maintaining supportive relationships with family, friends and

co-workers.

With portable technology, such as laptops and smartphones, it is easier to bring work home and work longer hours. There is evidence to show that Australian workers are working harder and longer while trying to balance the care of children and ageing parents, not to mention having some time for themselves. We call these ‘competing priorities’.

If not dealt with, competing priorities can cause stress-related illnesses and loss of productivity in the workplace. Therefore, a focus on work–life balance is long overdue.

3A Identify work and personal priorities and achieve a work–life balance

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The benefits of work–life balance programs

There are benefits for the employer and the employee in finding the right work–life balance.

For the employer

• Improved staff retention rates • Less sick leave • Less stress-related illness • Better work cooperation • Increased motivation and

productivity • Greater ability to meet customer

demands through flexible working arrangements

For the employee

• Improved personal and work relationships

• Increased job satisfaction • Less stress and improved health • More time to pursue recreational

activities such as exercise • More opportunities to spend time

with children and family • More time to pursue areas of

interest such as study, travel and hobbies

Tips for developing a good work–life balance

A healthy balance between work, leisure and family benefits everyone. All individuals and their workplaces are responsible for creating work–life balance.

You can’t control all of the factors that affect your work–life balance; however, there are many things you can do to create a better lifestyle.

Here are some ways you can help yourself when it comes to developing a good work–life balance.

Seek support from your employer

Most organisations have policies in place to help you achieve a better work–life balance. Employers recognise that it is better for the organisation to have fully functional, productive and healthy employees. If you are feeling stressed and overwhelmed talk with your supervisor, manager or human resources contact so support can be provided.

Schedule regular breaks throughout the day

Taking regular 10-minute breaks energises and increases productivity. Take a short walk around the office or outside.

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Final assessment overview

To demonstrate your competency using this final assessment you must successfully complete three assessment tasks.

Complete the following task

• Part A – Questioning You will demonstrate a sound knowledge of the unit requirements in your responses.

Select and complete one of the following

• Part B – Project: Working effectively in a business environment at BizOps Enterprises

You will demonstrate your skills and knowledge by completing a scenario-based project. OR

• Part C – Project: Working effectively in a business environment at work

You will demonstrate your skills and knowledge by completing a project in your workplace.

Select and complete one of the following

• Part D – Observation Your work performance will be documented while being observed by an assessor. OR

• Part E – Third-party report Your work performance will be documented using a third-party report completed by a relevant supervisor.

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Final assessment BSBIND201 Work effectively in a business environment

Assessment plan

Complete the following form with your assessor.

Training organisation name:

Learner name:

Phone number:

Email:

Assessor name:

Unit of competency: BSBIND201 Work effectively in a business environment, Release 1

Assessment parts selected:

Part A – Questioning Select and complete one of the following:

Part B – Project: Working effectively in a business environment at BizOps Enterprises OR

Part C – Project: Working effectively in a business environment at work

Select and complete one of the following:

Part D – Observation OR Part E – Third-party report

Ready for assessment declaration:

I confirm that the purpose and procedures of this assessment have been clearly explained to me. I have been consulted about any special needs I might have in relation to the assessment process. The criteria to be used for this assessment have been discussed with me, as have the consequences and possible outcomes of the assessment.

I have accessed and understand general assessment information as provided by my training organisation.

I have been given fair notice of the date, time, venue and other arrangements for this assessment. I have completed a self- assessment of my performance of the skills and knowledge for this unit and confirm that I am ready for assessment.

Learner signature:

Date:

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Final assessment tasks

Part A – Questioning

Purpose You will demonstrate a sound knowledge of the unit requirements in your responses.

Instructions to the candidate

All questions must be answered satisfactorily for Part A to be completed satisfactorily. There is no restriction on the length of the question responses, or time restriction in completing the assessment. You must complete all questions unassisted by the assessor or other personnel, but may refer to reference material as needed.

Resources required The question responses section is the only resource required for this questioning assessment to be completed.

Assessment conditions Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the industry capability – industry context field of work and include access to:

• relevant legislation and codes of practice • organisational policies and procedures • relevant workplace documentation and resources • case studies and, where possible, real situations • interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Reasonable adjustment If you do not wish to respond to the questions in written form, an interview may be used as an alternative approach if negotiated with your assessor.

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Question 1: List the documents that provide information about an organisation’s goals and objectives.

Answer:

Marking: Satisfactory Unsatisfactory

Question 2: List the organisational documents that are relevant to working effectively.

Answer:

Marking: Satisfactory Unsatisfactory

Question 3: List the organisational documents that are relevant to satisfying the legal requirements of employing people.

Answer:

Marking: Satisfactory Unsatisfactory

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Final assessment BSBIND201 Work effectively in a business environment

Record of outcome

Training organisation name:

Learner name:

Unit code and title: BSBIND201 Work effectively in a business environment, Release 1

Assessor name:

Assessor email:

Assessor phone number:

Assessment tasks: Satisfactorily completed

Part A – Questioning

Part B – Project: Working effectively in a business environment at BizOps Enterprises OR

Part C – Project: Working effectively in a business environment at work

Part D – Observation OR

Part E – Third-party report

Declaration: In completing this assessment, I confirm that the candidate has demonstrated all unit outcomes through consistent and repeated application of skills and knowledge with competent performance demonstrated in multiple instances over a period of time.

Evidence collected has been confirmed as:

Valid

Current

Sufficient

Authentic

Final result:

Result date:

Assessor signature: