NCV 2 Business Practice Hands-On Support - Module 1

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This slide show complements our NCV 2 Business Practice Hands-On Training title (Module 1) published by Future Managers Pty Ltd. For more information visit our website www.futuremanagers.net

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NCV 2 Business Practice Hands-On Support - Module 1

  1. 1. Business Practice 2 Module 1
  2. 2. Module 1: Behave in a professional manner in a business environment
  3. 3. Outcomes <ul><li>Describe the dress code in accordance with established and familiar policy. </li></ul><ul><li>Explain why it is important to honour one’s own working hours. </li></ul><ul><li>Explain the importance of a positive attitude. </li></ul><ul><li>Describe good work practice in terms of keeping colleagues informed about work activities. </li></ul><ul><li>Give reasons why listening skills are important in the workplace. </li></ul><ul><li>Name the regulations regarding smoking in the workplace. </li></ul><ul><li>Explain the criteria included in a company code of good conduct. </li></ul>
  4. 4. Dress Code <ul><li>Wear clothes that fit properly (not too tight or too baggy) </li></ul><ul><li>Make sure that clothes are fresh and are laundered regularly </li></ul><ul><li>Make sure that, if necessary, you iron your clothes before wearing them </li></ul><ul><li>Dress appropriately for your position and the type of office in which you are working. </li></ul>
  5. 5. <ul><li>Don’t wear revealing clothing –this does not portray a professional image </li></ul><ul><li>Don’t wear clothing that is too bright or too colourful – rather use colourful accessories to brighten your outfit </li></ul><ul><li>Remember that your dress code will portray your own image and also that of the organisation for which you are working. </li></ul>
  6. 6. The need to be punctual at work <ul><li>Are you punctual? </li></ul><ul><li>Do you come to college on time and never leave early? </li></ul><ul><li>Are you in time for meetings with clients? </li></ul><ul><li>Do you attend official meetings and functions? </li></ul><ul><li>Are you in time for your classes? </li></ul><ul><li>Do you attend all your classes? </li></ul><ul><li>Do you hand in your assignments on time? </li></ul>
  7. 7. Your personal attitude to work <ul><li>Positive attitudes to work </li></ul><ul><li>Negative attitudes to work </li></ul>
  8. 8. Keep colleagues informed about work activities <ul><li>Important to keep colleagues informed about work activities </li></ul><ul><li>How do you feel if someone has let you down? </li></ul>
  9. 9. Listening skills <ul><li>Bad listening skills: </li></ul><ul><ul><li>Interrupting people when they speak </li></ul></ul><ul><ul><li>Contradicting people </li></ul></ul><ul><ul><li>Making jokes which can embarrass people when they speak </li></ul></ul><ul><ul><li>Not listening because you think the speaker is boring </li></ul></ul><ul><ul><li>Getting upset or rude because you don’t agree with the speaker </li></ul></ul><ul><ul><li>Not paying full attention to the speaker because you want to tell your own story </li></ul></ul>
  10. 10. <ul><li>Good listening habits: </li></ul><ul><ul><li>Concentrate on what is being said. Don’t let your thoughts wander. Don’t play with anything </li></ul></ul><ul><ul><li>Don’t show impatience with the speaker. </li></ul></ul><ul><ul><li>Maintain eye contact without staring. Use body language to show interest </li></ul></ul><ul><ul><li>Take notes to show you are paying attention </li></ul></ul><ul><ul><li>Ask questions </li></ul></ul><ul><ul><li>Do not interrupt </li></ul></ul><ul><ul><li>Summarise what the speaker has said </li></ul></ul>
  11. 11. <ul><li>This allows you to: </li></ul><ul><ul><li>Improve you knowledge </li></ul></ul><ul><ul><li>Improve interpersonal relationships </li></ul></ul><ul><ul><li>Prevent misunderstandings </li></ul></ul><ul><ul><li>Improve efficiency </li></ul></ul><ul><ul><li>Improve relationships </li></ul></ul>
  12. 12. Smoking in the workplace <ul><li>The following regulations apply: </li></ul><ul><ul><li>Smoking in the workplace is forbidden </li></ul></ul><ul><ul><li>Workplace is any indoor area which employees perform their duties </li></ul></ul><ul><ul><li>Workplace includes corridors, stairways, toilets, washrooms and tearooms </li></ul></ul><ul><ul><li>A company can establish a smoking room, adhering to the ventilation criteria </li></ul></ul><ul><ul><li>Responsibility of employer to ensure nobody smokes in non-designated smoking areas </li></ul></ul><ul><ul><li>Colleges are regarded as public spaces </li></ul></ul>
  13. 13. Effects of smoking <ul><li>Smokers are absent 50% more than non-smokers </li></ul><ul><li>Compared to non-smokers, smokers are involved in twice as many accidents in the workplace </li></ul><ul><li>Smokers have a 50% better chance of being hospitalised than non-smokers </li></ul>
  14. 14. Code of conduct <ul><li>Upholds the reputation of an institution </li></ul><ul><li>Allows the institution to attract top staff </li></ul><ul><li>Allows the institution to conduct disciplinary procedures for not adhering to the code of conduct/ </li></ul>
  15. 15. Interpret body language <ul><li>After completing this outcome, you should be able to: </li></ul><ul><li>Give reasons why it is important to interpret body language correctly in the workplace by using examples from a selected business context </li></ul><ul><li>Explain the reasons why good posture and eye contact are important in the workplace by using examples from a selected business context </li></ul><ul><li>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 </li></ul>
  16. 16. <ul><li>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 </li></ul><ul><li>Using your working environment, give examples of positive and negative body language </li></ul><ul><li>Describe behaviour that could be considered sexual harassment in the workplace by giving examples from your work environment </li></ul>
  17. 17. Use of non-verbal language <ul><li>Communication process involves: </li></ul><ul><ul><li>Words </li></ul></ul><ul><ul><li>Tone of voice </li></ul></ul><ul><ul><li>Facial and body expressions </li></ul></ul>
  18. 18. Body orientation <ul><li>The direction a body faces </li></ul><ul><li>Facing the person suggests interest </li></ul><ul><li>Facing away suggests indifference </li></ul><ul><li>Walking towards a person shows interest </li></ul><ul><li>Turning away shows a desire not to interact </li></ul>
  19. 19. Body posture <ul><li>Refers to the position of the body </li></ul><ul><li>Leaning forward implies interested </li></ul><ul><li>Sitting back can imply lack of interest </li></ul><ul><li>Looking away shows lack of interest </li></ul><ul><li>Arms folded suggests defence, lack of interest or cold </li></ul><ul><li>Hand behind head shows confidence </li></ul><ul><li>Changing posture suggests changing mood </li></ul><ul><li>More closed the body, the more defensive the person </li></ul>
  20. 20. Body movement <ul><li>Shows peoples feelings </li></ul><ul><li>Playing with objects, tapping feet or crossing legs shows concern </li></ul><ul><li>Nodding head shows agreement; shaking head shows disagreement </li></ul><ul><li>Facial expressions must agree with what you are saying </li></ul>
  21. 21. Eye Contact <ul><li>Staring is aggressive </li></ul><ul><li>Looking away can be shy or not interested </li></ul><ul><li>Generally speaking we exchange more eye contact when listening </li></ul>
  22. 22. Interpersonal zones <ul><li>Intimate space </li></ul><ul><li>Personal space </li></ul><ul><li>Social space </li></ul><ul><li>Public space </li></ul><ul><li>Body contact </li></ul><ul><ul><li>Limited in business environment </li></ul></ul><ul><ul><li>Handshake </li></ul></ul><ul><ul><li>Touch on back or arm </li></ul></ul><ul><ul><li>General rule is: Do not touch </li></ul></ul>
  23. 23. Sexual harassment <ul><li>Can include any interaction of sexes (male – female; male – male; female – female) </li></ul><ul><li>Physical harassment </li></ul><ul><li>Verbal harassment </li></ul>
  24. 24. Meeting people <ul><li>After completing this outcome, you should be able to: </li></ul><ul><li>Explain why first impressions are important in a business environment </li></ul><ul><li>Explain your organisation’s procedures for dealing with unexpected guests </li></ul><ul><li>Greet guests in the reception area by using established and familiar procedures </li></ul><ul><li>Use established and familiar procedures to welcome guests visiting a manager / superior </li></ul><ul><li>Introduce people to each other in a businesslike manner </li></ul><ul><li>Use your work context to demonstrate different ways of closing an interaction with a customer </li></ul>
  25. 25. First impressions <ul><li>We tend to form lasting first impressions </li></ul><ul><li>Remember </li></ul><ul><ul><li>Appearance </li></ul></ul><ul><ul><li>Body language </li></ul></ul><ul><ul><li>Attitude </li></ul></ul><ul><ul><li>Personal space </li></ul></ul><ul><li>Familiar vs. unfamiliar territory </li></ul>
  26. 26. Meeting unexpected guests <ul><li>Ask the client if he / she has an appointment </li></ul><ul><li>Find out if the manager is available </li></ul><ul><li>If the manager is not available </li></ul><ul><ul><li>They can make an appointment for a different time </li></ul></ul><ul><ul><li>They can see someone else in the company </li></ul></ul><ul><li>Remain calm and polite </li></ul><ul><li>Control body language </li></ul><ul><li>Remember all names </li></ul><ul><li>Introduce people professionally </li></ul>
  27. 27. Closing an interaction <ul><li>Customer must feel satisfied when they leave </li></ul><ul><li>Saying goodbye is closing an interaction </li></ul><ul><li>If the customer leaves with positive experiences, they are more likely to come back </li></ul>
  28. 28. Demonstrating an understanding of basic ethics <ul><li>After completing this module, you should be able to: </li></ul><ul><li>Discuss the concept of ethics in relation to your business environment </li></ul><ul><li>Outline the meaning of ethical business practices using examples from a familiar context </li></ul><ul><li>Explore the sources of ethical values. Give examples from the selected business environment </li></ul>
  29. 29. <ul><li>Explain the concept of ethical values on-the-job, using relevant examples </li></ul><ul><li>Describe personal attitudes and factors that affect ethical values in the workplace, using examples from a familiar business context </li></ul><ul><li>Explain the concept of ethical diversity, using realistic examples from a business context </li></ul>
  30. 30. Guidelines <ul><li>Determine whether the action is legal </li></ul><ul><li>Look at policies and procedures </li></ul><ul><li>Ask yourself if you are comfortable with it </li></ul><ul><li>Ask yourself if you would be happy if your action was on the front page of a newspaper </li></ul>
  31. 31. Ethics in business <ul><li>Consumers are entitled to ethical, non-polluting and safe products and services </li></ul><ul><li>Suppliers who are powerful can create a monopoly </li></ul><ul><li>It is not ethical to spread rumours about competitors, steal trade secrets or headhunt </li></ul><ul><li>Employers must have fair employment policies including remuneration, job opportunities, non-discrimination and safe working conditions </li></ul><ul><li>Shareholders want fair returns and accurate reporting </li></ul><ul><li>Organisation must behave ethically towards the public </li></ul>
  32. 32. Code of ethics <ul><li>Fundamental honesty and adherence to the law </li></ul><ul><li>Product safety and quality </li></ul><ul><li>Health and safety in the workplace </li></ul><ul><li>Fair employment practices </li></ul><ul><li>Honest selling and marketing practices </li></ul><ul><li>Security and privacy </li></ul><ul><li>Guidelines on political activities </li></ul><ul><li>Financial reporting </li></ul><ul><li>Supplier relationships </li></ul><ul><li>Protection of the environment </li></ul>
  33. 33. Compliance with the law <ul><li>Workplace health and safety </li></ul><ul><li>Air and water pollution </li></ul><ul><li>Natural resources in the area of operation </li></ul><ul><li>Waste disposal </li></ul><ul><li>Income tax, VAT and other taxes </li></ul><ul><li>Compliance with labour laws </li></ul>
  34. 34. Personal Ethics <ul><li>The following are unethical: </li></ul><ul><ul><li>Using the business telephone or email for private purposes </li></ul></ul><ul><ul><li>Photocopying documents for private use </li></ul></ul><ul><ul><li>Taking too long to smoke a cigarette </li></ul></ul><ul><ul><li>Searching internet for private purposes </li></ul></ul><ul><ul><li>Taking office stationary for private use </li></ul></ul><ul><ul><li>Not reporting theft </li></ul></ul><ul><ul><li>Taking sick leave if you are not ill or are hung-over </li></ul></ul><ul><ul><li>Not completing expense claims accurately </li></ul></ul><ul><ul><li>Accepting a favour from a supplier </li></ul></ul>
  35. 35. <ul><ul><li>Making false claims about qualifications </li></ul></ul><ul><ul><li>Falsifying sales reports </li></ul></ul><ul><ul><li>Repairing a private car at company expense </li></ul></ul><ul><ul><li>Claiming overtime pay when the time has not been worked </li></ul></ul><ul><ul><li>Using a company petrol card to fill a private car </li></ul></ul><ul><li>At college </li></ul><ul><ul><li>Copying another student’s work </li></ul></ul><ul><ul><li>Bunking classes </li></ul></ul><ul><ul><li>Copying in an examination </li></ul></ul><ul><ul><li>Photocopying a textbook </li></ul></ul>

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