ncv 2 business practice hands-on support - module 1

Business Practice 2Module 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.

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.

• 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?

Your personal attitude 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?

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

• 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

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

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

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 languageAfter 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

Use of non-verbal language• 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

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

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

Eye Contact• 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

Sexual harassment• Can include any interaction of sexes (male –

female; male – male; female – female)• Physical harassment• Verbal harassment

Meeting peopleAfter 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

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

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

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

• 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

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

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

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

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

– 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