IMPORTANT TERMS TO USE IN BUSINESS SERVICES

Modules are in alphabetical order If you know what these terms are and/or how to use them, please use them when answering questions relating to these areas. Good luck x 1. Communicate in the workplace BSBCMN201A correspondence (written communication) non verbal communication verbal communication written communication workplace documentation policies and procedure manual appropriate personnel active listening colleagues clients supervisors open and closed, reective questions clear, concise, purposeful, correct, courteous, legible audience appropriate purpose appropriate - degree of formality required (letters) appropriate methods (fax? email? memorandum? phone call? formal letter?) articulate professional effective communication positive work relationships, mutual trust, condence spelling, grammar, punctuation, proofreading break down barriers associated with cultural diversity - empathy, tolerance Anti-Discrimination Act 1977

2. Deliver a service to customers BSBCUS201A internal and external clients interpersonal skills quality service recording information personal presentation (grooming, hygiene, body language, tone) follow up procedures etiquette active listening, clarify, paraphrase, effective questioning culturally sensitive establish rapport genuine interest, sincerity, empathy assess customer needs for urgency benets of good customer service - promotes goodwill, customer loyalty opportunities to improve service - warranties, guarantees, support services, follow up, packaging options, pricing options, product knowledge,delivery options, record complaints enhanced customer service

IMPORTANT TERMS TO USE IN BUSINESS SERVICES

value of complaints and feedback - improved products and productivity, improved business relationships

3. Organise and complete daily work activities BSBWOR202A work requirements effectiveness efciency organisational goals and plans individual goals and plans work performance business technology priorities specied targets objectives timeframes and deadlines negotiation time management clarifying responsibilities and requirements delegation organisational requirements maintain ethical and professional standards adherence to workplace policies and procedures productive work environment professionalism coach/mentor competing work demands responsibility resource constraints troubleshooting performance appraisals evaluate work performance opportunities for improvement skills recognition (RPL) multiskilling on and off the job training sources of feedback

IMPORTANT TERMS TO USE IN BUSINESS SERVICES

4. Participate in environmentally sustainable work practices BSBSUS201A environmental hazards environmentally sustainable work practices organisational plans resource consumption resource efciency sustainability waste management energy use energy efciency water resource management recycling and reuse clean-up practices standard operating procedures business resources (human, software, stock, raw materials) resource usage compliance Protection of the Environment Operations Act 1997 organisational plans alternative forms of energy (solar) waste minimisation responsible removal/disposal of non-reusable materials increased use of renewable, recyclable, reusable, of recoverable resources reduce greenhouse gas emissions reduce use of non-renewable resources

IMPORTANT TERMS TO USE IN BUSINESS SERVICES

5. Participate in OHS processes BSBOHS201A human costs of workplace injuries social costs of workplace injuries economic/nancial costs of workplace injuries organisational costs of workplace injuries WorkCover NSW Workplace Health and Safety Act 2011 risk assessment MSDS personal protection equipment OH&S (WH&S) guidelines safety procedures safe handling safe storage employee (worker) responsibilities employee (worker) rights WHS induction training hazard identication safe posture rst aid electrical tagging safety audits Risk management - identify hazards, assess risks, eliminate or minimise risks using appropriate control measures, monitor and review control measures Risk control hierarchy workplace accident workplace incidents workplace injuries - causes including hazards, lack of protection and safety equipment, slips, trips and falls, poor ergonomics, negligence, toxic substance exposure correct posture stress management safe use of tools, machinery and equipment incident report

IMPORTANT TERMS TO USE IN BUSINESS SERVICES

6. Process and maintain workplace information BSBINM201A records records management urgency of requests prioritising requests security clearance/level - condential, high security, general access information - location, delivery, tracking Privacy Act 1988 acceptable use copyright creation, maintenance and disposal of records workplace procedures paper-based and electronic records centralised and decentralised ling systems active les inactive les dead les information storage classication systems (alphabetical, numerical) archiving back-up procedures secondary storage 7. Work effectively in a business environment BSBIND201A organisational requirements, organisational structure (at, hierarchical), organisational guidelines appropriate persons WHS polices goals, objectives, mission statement, business plan, trade unions and employer associations private sector (sole traders, partnerships, pty ltd and ltd companies) public sector (government organisations) job/role description Employer responsibilities (safe working environment) and rights (dismissal for negligence, disloyalty and criminal offences) Employee rights (safe work environment, fair pay and conditions) and responsibilities (attendance, punctuality, ethical behaviour) Employment conditions (industrial award, national employment standard, enterprise agreements) DUTY OF CARE Problem solving (identify problem, consider solutions, action, follow up) Conict resolution (grievance procedures) Bullying and harassment (sexual, verbal, physical, psychological) minimise time wasters professionalism

IMPORTANT TERMS TO USE IN BUSINESS SERVICES

8. Work effectively with others BSBWOR203A workgroup/team members organisational policies and procedures committees special project teams departmental teams team building successful teamwork mutual respect goal setting good communication positive working relationships codes of conduct work sequencing constructive feedback cultural sensitivity cooperation and support conict resolution cultural misunderstanding barriers to communication personality clash due process = listen, acknowledge, respond, report, follow up