Chapter 1
BSBCMN101A—Prepare for work
BSBCMN102A—Complete daily
work activities
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Contents
• Prepare for work
– Work requirements (BSBCMN101A/01)
– Work in a team (BSBCMN101A/02)
– Effective work habits (BSBCMN101A/03)
• Complete daily work activities
– Plan work schedule (BSBCMN102A/01)
– Follow instructions (BSBCMN102A/02)
• Summary
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Work requirements (BSBCMN101A/01)
Organisational/Work
requirements and
responsibilities
• What is an office?
– Components of the
office
 People
 Records and data
 Equipment
 Other resources
– Electronic remote
access
• Role of the office
– Secondary
– Complementary
– Control
•
Organisational structure
– Goal setting
– Unity of functions
– Work assignment
– Chain of command
– Unity of command
– Authority
– Span of control
• Centralisation
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PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
– Growth of computer
networks
– Standardised operating
procedures
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Work requirements (BSBCMN101A/01) cont.
Roles and responsibilities
• Management structure
• Organisational chart
• Lines of authority
– Top to bottom or bottom to top
– Line and staff, role of staff specialists
– Functional organisation, or control over staff/equipment
•
•
•
•
Lines of communication
Titles and duties of office positions
Public and private sectors
Organisational goals depend upon:
– policies
– procedures
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Work requirements (BSBCMN101A/01) cont.
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
1-5
Work requirements (BSBCMN101A/01) cont.
Employees’/Employers’ rights
• Australian Workplace
agreements 2006
• Australian Fair Pay and
Conditions Standard minimum
conditions
• Unfair dismissal
• Employee responsibilities and
rights
– A safe physical work
environment
– No sexual harassment
– No discrimination
– Fair rate of pay
– Freedom to join a union
•
– Arrive on time and work
agreed hours
– Carry out work with care and
skill
– Obey lawful orders from your
employer in the work context
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
Rights of the employer to
dismiss if employees:
– commit a criminal offence
– are negligent or careless
– fail to comply with duties and
responsibilities in accordance
with their job description
– fail to comply with instructions
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Work requirements (BSBCMN101A/01) cont.
Duty of care and legal responsibilities of the organisation must
take into account:
• Equal opportunity
• Equal employment
• Discrimination against employees
• Discrimination in recruitment
• Sexual harassment in employment
• Affirmative action
Industrial relations system
• Role of unions
• Employer associations
• Nature and role of Industrial Awards.
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Work requirements (BSBCMN101A/01) cont.
Maintaining a safe working environment depends on:
• No undesirable conduct
–
–
–
–
Incorrect use of equipment
Making excessive noise
Poor storage habits
Playing tricks on fellow workers
• Technological change
– Understanding new equipment uses and limitations
– Developing new skills
• Changes in the work environment
– New policies
– Different procedures
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
1-8
Team work (BSBCMN101A/02)
• The principal aim of the team is to cooperate to
complete work tasks and reach corporate goals
• Some organisations label work groups as teams.
However, a team will have a shared goal and all
members of the team will strive to achieve that
goal whereas a work group consists of individuals
working independently of each other
• Team work is based on sound interpersonal skills
– Ability to discuss issues
– Problem negotiation
– Sharing of knowledge and skills
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
1-9
Team work (BSBCMN101A/02) cont.
Interpersonal skills depend on:
• Group norms, which are shared behaviours within
the team
– A courteous and helpful manner to team members
– Completing individual tasks as and when required
– Seeking assistance from peers or experts to problemsolve
– Using active and effective listening skills
• Group cohesiveness; team members share similar
socio-economic backgrounds, have similar
attitudes and respect each other’s relative
competencies
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Team work (BSBCMN101A/02) cont.
Teams can be either formal or informal
• Formal teams are established by management to
perform specific tasks in order to meet
organisational goals, e.g. project team
• Informal teams are those that form ‘naturally’ in the
workplace and are subject to common interests or
friendships, e.g. footy tipping ‘club’
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Team work (BSBCMN101A/02) cont.
Group dynamics—teams are subject to the combined
personality of their members
• Teams create ‘synergy’, where the sum of their parts is more
than the whole, i.e. 2 + 2 = 4 (work group), but the team will
be 2 + 2 = 5!
• Teams can enhance the quality of the workplace
environment, but sometimes they can be downright
destructive
• Working in a team entails interpersonal concerns such as:
– Inclusion
– Control
– Acceptance
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Team work (BSBCMN101A/02) cont.
• Teams which are too rigid or controlled are subject
to ‘groupthink’, which can lead to tunnel vision
• To maintain a team in top form it is necessary to:
– Have a quiet environment, so that new ideas can be
floated and discussed without interference
– A team needs a private place or ‘personal’ space
– Teams are most effective when small in size, e.g. 5–15
• Teams can be ‘built’ through such techniques as:
–
–
–
–
Matched to the task
Contributions are welcomed
Objectives are clearly defined
The team leader is chosen to match the team dynamics
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
1-13
Team work (BSBCMN101A/02) cont.
Work group or team?
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PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
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Effective work habits (BSBCMN101A/03)
Balancing priorities
• Monitor your own work performance
• Deal with competing work demands
• Plan for the occasional technological breakdown
with backup files and hard copy
• Ask for feedback on your performance
• Personalise your workstation (within corporate
guidelines)
• Organise your work space
• Use electronic aids to better manage your time
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
1-15
Effective work habits (BSBCMN101A/03) cont.
Time management strategies
• Prioritise own work schedule
• Listen actively and effectively
– Does the body language match the verbal language?
– Does the speaker get to the point or dither around?
• Question actively and effectively
– Know when to use open and/or closed questions
•
•
•
•
Are you effective or efficient?
Know your job
Understand your abilities and skills
What are your (relative to work) values and attitudes?
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
1-16
Effective work habits (BSBCMN101A/03) cont.
Dress and behavior codes
• Does your workplace demand a specific dress
code, e.g. business suit/attire for all staff, or is
there a corporate uniform supplied?
• Are you over-/underdressed for your particular
work group or department?
• Is dealing with clients given top priority or do
internal dealings come first?
• Is there a code of conduct or mission statement
which explains corporate goals and objectives?
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Effective work habits (BSBCMN101A/03) cont.
What do you think has changed in the past 80 years?
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Identify work goals and plans (BSBCMN102A/01)
Seek assistance to identify work goals and plans
• Ask someone, either a peer or your team leader
• Establish your goals
– Short, medium or long term
• Keep a written record of your schedules
• Use electronic aids to keep a ‘to do’ list
• Know your ‘energy cycle’; are you:
– a morning person?
– a night owl?
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Identify work goals and plans (BSBCMN102A/01) cont.
Planning and prioritising
• Use and understand the 80/20 rule
– 80% of your work comes from only 20% of your clients
– and 20% of your work comes from 80% of your clients
• Plan to identify the top 20% clients and give them
80% of your time and effort
• Identify problems before they become an issue by
developing good listening skills
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Follow instructions (BSBCMN102A/02)
Acting on instructions within time limits
• Identify and analyse the problem
• Listen to what is said as, of all business
communications:
–
–
–
–
writing makes up 11%
reading makes up 15%
speaking makes up 32%
listening makes up 42%
• Effective listening prevents misinformation and
improves:
– morale, rapport and trust
– teamwork
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Follow instructions (BSBCMN102A/02) cont.
Effective questioning is used to solve questions
• Establish criteria for the solution of the problem
• List and explore alternative solutions
• Select the best alternative
• Implement the decision
• Evaluate the decision over time
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
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Summary
• The office performs three major roles: secondary,
complementary and controlling
• All offices have a formal and an informal organisational
structure
• There are rights and responsibilities for both employees and
employers
• Laws and Acts determine what can and should be done in
determining equal employment opportunities
• In any office there are work groups but they may not
necessarily function as a team
• Effective listening and questioning make more effective use
of your time
• Personal time management is one way work can be planned
and corporate goals achieved
Copyright  2007 McGraw-Hill Australia Pty Ltd
PPTs t/a Office Skills: A Practical Approach 4e by Horsfall and Turner
Slides prepared by David Plowman
1-23