Business Practice 2 Module 1

Module 1: Behave in a professional manner in a business environment

Outcomes Describe the dress code in accordance with established and familiar policy. Explain why it is important to honour one’s own working hours. Explain the importance of a positive attitude. Describe good work practice in terms of keeping colleagues informed about work activities. Give reasons why listening skills are important in the workplace. Name the regulations regarding smoking in the workplace. Explain the criteria included in a company code of good conduct.

Describe the dress code in accordance with established and familiar policy.

Explain why it is important to honour one’s own working hours.

Explain the importance of a positive attitude.

Describe good work practice in terms of keeping colleagues informed about work activities.

Give reasons why listening skills are important in the workplace.

Name the regulations regarding smoking in the workplace.

Explain the criteria included in a company code of good conduct.

Dress Code Wear clothes that fit properly (not too tight or too baggy) Make sure that clothes are fresh and are laundered regularly Make sure that, if necessary, you iron your clothes before wearing them Dress appropriately for your position and the type of office in which you are working.

Wear clothes that fit properly (not too tight or too baggy)

Make sure that clothes are fresh and are laundered regularly

Make sure that, if necessary, you iron your clothes before wearing them

Dress appropriately for your position and the type of office in which you are working.

Don’t wear revealing clothing –this does not portray a professional image Don’t wear clothing that is too bright or too colourful – rather use colourful accessories to brighten your outfit Remember that your dress code will portray your own image and also that of the organisation for which you are working.

Don’t wear revealing clothing –this does not portray a professional image

Don’t wear clothing that is too bright or too colourful – rather use colourful accessories to brighten your outfit

Remember that your dress code will portray your own image and also that of the organisation for which you are working.

The need to be punctual at work Are you punctual? Do you come to college on time and never leave early? Are you in time for meetings with clients? Do you attend official meetings and functions? Are you in time for your classes? Do you attend all your classes? Do you hand in your assignments on time?

Are you punctual?

Do you come to college on time and never leave early?

Are you in time for meetings with clients?

Do you attend official meetings and functions?

Are you in time for your classes?

Do you attend all your classes?

Do you hand in your assignments on time?

Your personal attitude to work Positive attitudes to work Negative attitudes to work

Positive attitudes to work

Negative attitudes to work

Keep colleagues informed about work activities Important to keep colleagues informed about work activities How do you feel if someone has let you down?

Important to keep colleagues informed about work activities

How do you feel if someone has let you down?

Listening skills Bad listening skills: Interrupting people when they speak Contradicting people Making jokes which can embarrass people when they speak Not listening because you think the speaker is boring Getting upset or rude because you don’t agree with the speaker Not paying full attention to the speaker because you want to tell your own story

Bad listening skills:

Interrupting people when they speak

Contradicting people

Making jokes which can embarrass people when they speak

Not listening because you think the speaker is boring

Getting upset or rude because you don’t agree with the speaker

Not paying full attention to the speaker because you want to tell your own story

Good listening habits: Concentrate on what is being said. Don’t let your thoughts wander. Don’t play with anything Don’t show impatience with the speaker. Maintain eye contact without staring. Use body language to show interest Take notes to show you are paying attention Ask questions Do not interrupt Summarise what the speaker has said

Good listening habits:

Concentrate on what is being said. Don’t let your thoughts wander. Don’t play with anything

Don’t show impatience with the speaker.

Maintain eye contact without staring. Use body language to show interest

Take notes to show you are paying attention

Ask questions

Do not interrupt

Summarise what the speaker has said

This allows you to: Improve you knowledge Improve interpersonal relationships Prevent misunderstandings Improve efficiency Improve relationships

This allows you to:

Improve you knowledge

Improve interpersonal relationships

Prevent misunderstandings

Improve efficiency

Improve relationships

Smoking in the workplace The following regulations apply: Smoking in the workplace is forbidden Workplace is any indoor area which employees perform their duties Workplace includes corridors, stairways, toilets, washrooms and tearooms A company can establish a smoking room, adhering to the ventilation criteria Responsibility of employer to ensure nobody smokes in non-designated smoking areas Colleges are regarded as public spaces

The following regulations apply:

Smoking in the workplace is forbidden

Workplace is any indoor area which employees perform their duties

Workplace includes corridors, stairways, toilets, washrooms and tearooms

A company can establish a smoking room, adhering to the ventilation criteria

Responsibility of employer to ensure nobody smokes in non-designated smoking areas

Colleges are regarded as public spaces

Effects of smoking Smokers are absent 50% more than non-smokers Compared to non-smokers, smokers are involved in twice as many accidents in the workplace Smokers have a 50% better chance of being hospitalised than non-smokers

Smokers are absent 50% more than non-smokers

Compared to non-smokers, smokers are involved in twice as many accidents in the workplace

Smokers have a 50% better chance of being hospitalised than non-smokers

Code of conduct Upholds the reputation of an institution Allows the institution to attract top staff Allows the institution to conduct disciplinary procedures for not adhering to the code of conduct/

Upholds the reputation of an institution

Allows the institution to attract top staff

Allows the institution to conduct disciplinary procedures for not adhering to the code of conduct/

Interpret body language After completing this outcome, you should be able to: Give reasons why it is important to interpret body language correctly in the workplace by using examples from a selected business context Explain the reasons why good posture and eye contact are important in the workplace by using examples from a selected business context Explain the proper use of a handshake as a greeting in a business setting by comparing the meaning of different handshakes used in South Africa and give examples of when it is appropriate to use each handshake

After completing this outcome, you should be able to:

Give reasons why it is important to interpret body language correctly in the workplace by using examples from a selected business context

Explain the reasons why good posture and eye contact are important in the workplace by using examples from a selected business context

Explain the proper use of a handshake as a greeting in a business setting by comparing the meaning of different handshakes used in South Africa and give examples of when it is appropriate to use each handshake

Explain why it is important to respect other people’s space and why it is inappropriate to touch other people in a business environment, giving examples of the consequences if one ignores business etiquette Using your working environment, give examples of positive and negative body language Describe behaviour that could be considered sexual harassment in the workplace by giving examples from your work environment

Explain why it is important to respect other people’s space and why it is inappropriate to touch other people in a business environment, giving examples of the consequences if one ignores business etiquette

Using your working environment, give examples of positive and negative body language

Describe behaviour that could be considered sexual harassment in the workplace by giving examples from your work environment

Use of non-verbal language Communication process involves: Words Tone of voice Facial and body expressions

Communication process involves:

Words

Tone of voice

Facial and body expressions

Body orientation The direction a body faces Facing the person suggests interest Facing away suggests indifference Walking towards a person shows interest Turning away shows a desire not to interact

The direction a body faces

Facing the person suggests interest

Facing away suggests indifference

Walking towards a person shows interest

Turning away shows a desire not to interact

Body posture Refers to the position of the body Leaning forward implies interested Sitting back can imply lack of interest Looking away shows lack of interest Arms folded suggests defence, lack of interest or cold Hand behind head shows confidence Changing posture suggests changing mood More closed the body, the more defensive the person

Refers to the position of the body

Leaning forward implies interested

Sitting back can imply lack of interest

Looking away shows lack of interest

Arms folded suggests defence, lack of interest or cold

Hand behind head shows confidence

Changing posture suggests changing mood

More closed the body, the more defensive the person

Body movement Shows peoples feelings Playing with objects, tapping feet or crossing legs shows concern Nodding head shows agreement; shaking head shows disagreement Facial expressions must agree with what you are saying

Shows peoples feelings

Playing with objects, tapping feet or crossing legs shows concern

Nodding head shows agreement; shaking head shows disagreement

Facial expressions must agree with what you are saying

Eye Contact Staring is aggressive Looking away can be shy or not interested Generally speaking we exchange more eye contact when listening

Staring is aggressive

Looking away can be shy or not interested

Generally speaking we exchange more eye contact when listening

Interpersonal zones Intimate space Personal space Social space Public space Body contact Limited in business environment Handshake Touch on back or arm General rule is: Do not touch

Intimate space

Personal space

Social space

Public space

Body contact

Limited in business environment

Handshake

Touch on back or arm

General rule is: Do not touch

Sexual harassment Can include any interaction of sexes (male – female; male – male; female – female) Physical harassment Verbal harassment

Can include any interaction of sexes (male – female; male – male; female – female)

Physical harassment

Verbal harassment

Meeting people After completing this outcome, you should be able to: Explain why first impressions are important in a business environment Explain your organisation’s procedures for dealing with unexpected guests Greet guests in the reception area by using established and familiar procedures Use established and familiar procedures to welcome guests visiting a manager / superior Introduce people to each other in a businesslike manner Use your work context to demonstrate different ways of closing an interaction with a customer

After completing this outcome, you should be able to:

Explain why first impressions are important in a business environment

Explain your organisation’s procedures for dealing with unexpected guests

Greet guests in the reception area by using established and familiar procedures

Use established and familiar procedures to welcome guests visiting a manager / superior

Introduce people to each other in a businesslike manner

Use your work context to demonstrate different ways of closing an interaction with a customer

First impressions We tend to form lasting first impressions Remember Appearance Body language Attitude Personal space Familiar vs. unfamiliar territory

We tend to form lasting first impressions

Remember

Appearance

Body language

Attitude

Personal space

Familiar vs. unfamiliar territory

Meeting unexpected guests Ask the client if he / she has an appointment Find out if the manager is available If the manager is not available They can make an appointment for a different time They can see someone else in the company Remain calm and polite Control body language Remember all names Introduce people professionally

Ask the client if he / she has an appointment

Find out if the manager is available

If the manager is not available

They can make an appointment for a different time

They can see someone else in the company

Remain calm and polite

Control body language

Remember all names

Introduce people professionally

Closing an interaction Customer must feel satisfied when they leave Saying goodbye is closing an interaction If the customer leaves with positive experiences, they are more likely to come back

Customer must feel satisfied when they leave

Saying goodbye is closing an interaction

If the customer leaves with positive experiences, they are more likely to come back

Demonstrating an understanding of basic ethics After completing this module, you should be able to: Discuss the concept of ethics in relation to your business environment Outline the meaning of ethical business practices using examples from a familiar context Explore the sources of ethical values. Give examples from the selected business environment

After completing this module, you should be able to:

Discuss the concept of ethics in relation to your business environment

Outline the meaning of ethical business practices using examples from a familiar context

Explore the sources of ethical values. Give examples from the selected business environment

Explain the concept of ethical values on-the-job, using relevant examples Describe personal attitudes and factors that affect ethical values in the workplace, using examples from a familiar business context Explain the concept of ethical diversity, using realistic examples from a business context

Explain the concept of ethical values on-the-job, using relevant examples

Describe personal attitudes and factors that affect ethical values in the workplace, using examples from a familiar business context

Explain the concept of ethical diversity, using realistic examples from a business context

Guidelines Determine whether the action is legal Look at policies and procedures Ask yourself if you are comfortable with it Ask yourself if you would be happy if your action was on the front page of a newspaper

Determine whether the action is legal

Look at policies and procedures

Ask yourself if you are comfortable with it

Ask yourself if you would be happy if your action was on the front page of a newspaper

Ethics in business Consumers are entitled to ethical, non-polluting and safe products and services Suppliers who are powerful can create a monopoly It is not ethical to spread rumours about competitors, steal trade secrets or headhunt Employers must have fair employment policies including remuneration, job opportunities, non-discrimination and safe working conditions Shareholders want fair returns and accurate reporting Organisation must behave ethically towards the public

Consumers are entitled to ethical, non-polluting and safe products and services

Suppliers who are powerful can create a monopoly

It is not ethical to spread rumours about competitors, steal trade secrets or headhunt

Employers must have fair employment policies including remuneration, job opportunities, non-discrimination and safe working conditions

Shareholders want fair returns and accurate reporting

Organisation must behave ethically towards the public

Code of ethics Fundamental honesty and adherence to the law Product safety and quality Health and safety in the workplace Fair employment practices Honest selling and marketing practices Security and privacy Guidelines on political activities Financial reporting Supplier relationships Protection of the environment

Fundamental honesty and adherence to the law

Product safety and quality

Health and safety in the workplace

Fair employment practices

Honest selling and marketing practices

Security and privacy

Guidelines on political activities

Financial reporting

Supplier relationships

Protection of the environment

Compliance with the law Workplace health and safety Air and water pollution Natural resources in the area of operation Waste disposal Income tax, VAT and other taxes Compliance with labour laws

Workplace health and safety

Air and water pollution

Natural resources in the area of operation

Waste disposal

Income tax, VAT and other taxes

Compliance with labour laws

Personal Ethics The following are unethical: Using the business telephone or email for private purposes Photocopying documents for private use Taking too long to smoke a cigarette Searching internet for private purposes Taking office stationary for private use Not reporting theft Taking sick leave if you are not ill or are hung-over Not completing expense claims accurately Accepting a favour from a supplier

The following are unethical:

Using the business telephone or email for private purposes

Photocopying documents for private use

Taking too long to smoke a cigarette

Searching internet for private purposes

Taking office stationary for private use

Not reporting theft

Taking sick leave if you are not ill or are hung-over

Not completing expense claims accurately

Accepting a favour from a supplier

Making false claims about qualifications Falsifying sales reports Repairing a private car at company expense Claiming overtime pay when the time has not been worked Using a company petrol card to fill a private car At college Copying another student’s work Bunking classes Copying in an examination Photocopying a textbook

Making false claims about qualifications

Falsifying sales reports

Repairing a private car at company expense

Claiming overtime pay when the time has not been worked

Using a company petrol card to fill a private car

At college

Copying another student’s work

Bunking classes

Copying in an examination

Photocopying a textbook