Units 1&2 Business 2016 SW - SAMPLE 1... · No matter whether the business is designed to attain...

UNITS 1 & 2 - VCE / VET Certificate II in Business

Copyright © IVET – 2017 Edition 1

CONTENTS

PAGES

Introduction to VCE/VET Certificate II in Business CHAPTER 1 BSBWOR202 – Organise and complete daily work activities CHAPTER 2 BSBINM201 – Process and maintain workplace information CHAPTER 3 BSBCMM201 – Communicate in the workplace CHAPTER 4 BSBITU203 – Communicate electronically CHAPTER 5 BSBWOR203 – Work effectively with others CHAPTER 6 BSBCUS201 – Deliver a service to customers CHAPTER 7 BSBIND201 – Work effectively in a business environment CHAPTER 8 BSBINM202 – Handle mail CHAPTER 9 BSBITU201 – Produce simple word processed documents CHAPTER 10 BSBWOR204 – Use business technology CHAPTER 11 BSBWHS201 – Contribute to health and safety of self and others CHAPTER 12 BSBSUS201 – Participate in environmentally sustainable work practices



CHAPTER 1

Organise and complete daily work activities

INTRODUCTION In Australia, a business is an organisation or firm set up to engage in the trading of goods and or services to customers, typically with the intention of earning a profit. However, there are businesses operating in Australia known as non-profit organisations. No matter whether the business is designed to attain financial profit or to assist the community, the success of that business will require its owners and employees to possess many skills and strengths. An important element for being successful in the business industry, no matter which business you are operating, is organisation. Both the individual and the collective team working at a business, require an understanding of how to function in a manner which is most productive and effective for the business. This means that all people who own and operate a business should be aware of the business’s goals. The smooth and effective running of a business is often referred to as management. Before we explore the kinds of things necessary for a business to maintain organisation, let’s briefly understand some of the key terms relevant to the study of business. Goods and Services Businesses are set up with the intention of earning a profit by selling either goods or services to customers or clients. A good is a physical item which can be purchased by a customer such as a television or a car. A service is the performance of work by a business for a client, in exchange for money, for example, a hairdresser who cuts your hair or a lawyer who represents you in court. Business Structures Businesses can be structured in a number of ways. These include operating as a sole trader, a partnership, a private company or a public company. A sole trader is a business owned by one person. He or she can employ others to work for the business. A sole trader has unlimited liability, meaning that they are responsible for any the debts that the business may incur. A partnership describes a business which is owned by two or more people, but not more than twenty people. It also has unlimited liability meaning that the partners usually share equal responsibility for the financial debts that the business may have. A private company is one which can have up to fifty shareholders and exists as a separate legal entity from its owners. This type of company will therefore need to pay tax on its profits at a rate of 30%. It will bear the abbreviation ‘Pty Ltd’ at the end of its name, which stands for ‘Proprietary Limited’. Because the owners are separate entities from the business, their personal assets cannot be taken if the business becomes bankrupt. A public company is one of limited liability which allows its shares to be sold to the public via the stock exchange or share market. Buying into a franchise is another way that people can run a business. Franchising allows a person to buy a business which already has an established name, method of trading and marketing and an existing product. There are rules and regulations however, that franchisees must follow, which include paying royalties and maintaining the standards set, by the franchisor. Examples of franchises include Gloria Jeans and Jim’s Mowing.



WHICH BUSINESS IS IT?

Decide whether the following businesses operate as sole traders, partnerships, private companies, public companies or franchises.

a) Mary buys and operates a Ferguson Plarre patisserie.

b) Gino runs his own delicatessen. He has two women working for him at the service counter.

c) Ernie and Chris own and operate a commercial furniture business. They have sixty employees.

d) John’s Electronics goes bankrupt, but its shareholders’ private assets remain secure.

ORGANISE WORK SCHEDULE Developing a work schedule is an important element of every workplace as it allows for the workplace to have a plan which sets work goals and manages the time in which they are to be met. For a business to operate efficiently and successfully, the management of its employees relies heavily on a fair and effective work schedule. A work schedule should be negotiated and agreed to regarding all work goals and plans, with assistance from appropriate persons, including colleagues, other staff members or members of the organisation, supervisors, mentors and trainers. It is important that all people working at the business have an understanding of the relationship between individual work goals and plans and the business’s goals and plans. If there is not a mutual understanding of this relationship, then a barrier may be formed, which will cause an inability for the business to move forward and leave staff feeling frustrated. A work schedule should plan and prioritise workloads within allocated timeframes. Businesses will choose to manage their work schedules in different ways depending of the nature of the business itself and its access to staffing and resources.

CREATE A WORK SCHEDULE – STAFF ROSTER

Sunnybrook Medical Centre is open Monday to Friday from 9am to 5:30pm and on Saturdays from 9am to 12pm.

There are six doctors working at the clinic. Two are females, Dr Rose and Dr Daisy and four are males, Dr Archer, Dr Tailor, Dr. Carpenter and Dr Cobbler. Also, a pediatrician, Dr Better and a podiatrist, Dr Foot, both work at the clinic two mornings a week.

You will need to create a work roster for the staff, in order to operate the clinic over six days, for the seven and a half hours a day it is open. The clinic must close for lunch everyday for one hour between 12pm and 1pm. There should always be three doctors available at any time (this can include the podiatrist and/or pediatrician) and at least one female doctor must be on duty at all times.



for their intended purpose and caused harm. The Australian Knitting Mills argued that they did not have a duty of care to the husband as he had not engaged in a contract with them (the wife had purchased the underpants, so the contract was with her). The court found in favour of the woman (Grant) and upheld the ruling that the manufacturer owed a duty of care to anyone who used the product, regardless of whether they were the original buyer or not, the duty of care was breached and the breach had caused harm. Thus, the law of negligence came into existence in Australia and changed forever the standards and legal obligations between buyers and sellers.

NEGLIGENT OR NOT For each of the following scenarios, determine whether the manufacturer is negligent or not. Remember, to decide whether the law of negligence has been breached you must show the following:

§ A duty of care was owed § The duty of care was breached § The breach caused harm

Scenario 1 Michelle and Alannah go to the football. Michelle buys Alannah a meat pie. Alannah eats the meat pie, but halfway through discovers that there is a dead insect inside the pie. About twenty minutes later Alannah complains of a bad stomach ache. She is sick and vomits for three days. A doctor tells Alannah she has a case of food poisoning.

Scenario 2 Brad buys two hotdogs from the school canteen, one for himself and one for Angelina. Angelina doesn’t eat the hotdog immediately. She leaves it on an outdoor table in the sun while she finishes her homework. An hour later, she warms the hotdog up in the microwave and eats it. The next day, Angelina is very sick.

Organisational policies and guidelines Individual organisations and businesses will have their own policies and procedures relating to the operation, regulations and expectations of their employees. These policies and procedures may relate to attire, sick pay, applying for annual leave or staff expectations. A policy should outline the direction of the organisation. It should clearly define what the core business of the organisation is. It is important for an organisation to have policies so that all employees are aware of what the organisation is about, to meet legal requirements and so that it can be a source of quality assurance. The procedure should be a step-by-step guide for achieving the policy/s. It may come in the form of a checklist or flow chart.



CHAPTER 1 - REVIEW QUESTIONS (SET 1) Answer the following questions to revise what you have learned to date.

1. Name four types of business structures. Do they have limited or unlimited liability?

2. Why is it important that a work schedule exists, and is fair, within a workplace

environment?

3. What are the seven principles which the Australian Government recommends

when a business devises its access and equity policy?

4. Why is it important that anti-discrimination legislation exists? What are some of the

ways that this type of legislation protects Australian workers and businesses? Use

an example to support your answer.

5. What is the difference between business plans and performance plans?

6. Give an example of an ethical standard which might also be reflected in

Australian legislation.

7. Where should people who feel that they have been unfairly dismissed direct their

claims?

8. Explain why goal setting by a group of employees can help towards the successful

operation of a business.

9. What do the letters in the acronym S.M.A.R.T stand for?

10. What does ‘duty of care mean?’

11. Which three principles or criteria do we apply to prove a person is negligent under

Australian law?

12. What does WHS stand for?

13. Under WHS laws what are four requirements which should be met by businesses,

organisations and other workplace environments?

14. Why do many businesses complete quality assurance programs? What benefits do

they stand to gain by having quality assurance?

15. Why is it necessary for Australian laws to set standards about the quality of

products manufactured for consumer use in Australia?

16. Why is it important for individual businesses to have their own organisational

policies, processes and guidelines in place?



Managers and supervisors also play an important role within the workgroup. They are often responsible for specific divisions or teams and will be held accountable for the people working within their team. Therefore, it is necessary that these people are able to effectively communicate with their team members about work expectations, safety requirements and any other rules or regulations which must be obeyed. If a supervisor or manager fails in their duty, or is unable to manage their team effectively, this will have a domino effect on the business’s performance and could warrant an investigation from the executive management team. Peers and work colleagues are usually those referred to as the people with whom one works alongside on a daily and direct basis. In a large organisation, there may be 20,000 employees. Although all of these people work within the same organisation and could be said to be work colleagues, it would be inaccurate to say that all of them are one’s work peers if they never interact. In fact, they could simply be referred to as other members of the organisation. Working effectively with one’s peers or colleagues requires that people behave in a professional, respectful and supportive manner. The success of any team within an organisation relies on its members to be working towards the same goal(s), putting in a solid effort each day and fulfilling their work obligations. Some of the personal skills which members of workgroups should possess, but are not limited to include: having good communication skills, being organised, managing time effectively, being consistent in one’s efforts and treatment of others, being helpful to others, maintaining a high level of productivity, having good problem-solving skills and being able to listen to and follow instructions. Also, being accountable for one’s work or lack thereof is also a key factor in honing one’s workplaces skills.

WORKING TOGETHER

For each of the following occupations listed below, write down some of the people they may need to interact with on a regular basis to perform their work duties.

CEO of a large business

Accountant

News presenter

Solicitor

Teacher

Gym instructor

Brick layer

Doctor

Cashier at a supermarket



SUPPORT TO TEAM MEMBERS Businesses and organisations should ensure that they create work environments in which team members are able to support one another. Being able to provide support to team members goes a long way to ensuring that the team functions well and that ultimately, can satisfy its work requirements. Types of support which can be offered to team members include: explaining/clarifying any issues or concerns a person may have, helping colleagues, problem-solving, providing encouragement, providing feedback to a team member and undertaking extra tasks if necessary. By engaging in any or all of these practices, team members are able to foster a working environment which is healthy, supportive and ultimately, productive. Explaining/clarifying any issues or concerns that a person may have at work is required from time to time. Staff who are new to a role will certainly require detailed explanation and clarification of the tasks they need to perform. They should be instructed in a manner which is clear and concise, shown demonstrations if possible and, where applicable, monitored as they perform the task(s) for the first few times. This will allow the new employee to feel supported and guided during the initial stages of their employment. By offering explanations to workers, team members are also ensuring the safety of others and this is an important responsibility for team members to uphold. At times, it is also necessary for team members to engage in discussions with others which will require clarification of certain tasks or issues. When engaging in a discussion with a colleague it is important to listen to their concerns and then address them in a way which does not intimidate or ridicule them. It is okay for people to ask questions if they are not sure of something and these questions should be met with support and suggestions which can be helpful to the person asking.

A good method for providing explanation or clarification is to use step-by-step instructions. For example, when teaching someone how to operate a piece of machinery, it would be beneficial to write down the steps required to use the machine and keep this document beside that piece of equipment at all times. This way people who are operating the machine have clear guidelines to follow in order to use the machine correctly and safely. Helping colleagues is an important part of providing a supportive work environment. Colleagues can assist one another in numerous ways. Sometimes, just listening to a colleague’s concerns and offering them advice can be a way of helping them. For example, if a person was being harassed or bullied at work, they may choose to speak with a trusted colleague about how to handle the situation before taking any further action. Colleagues can provide one another with moral support and offer suggestions about how best to handle awkward or uncomfortable situations at work. Another way that colleagues can help one another is to undertake extra tasks if necessary. By helping someone to complete their work, one is ultimately helping the organisation to be successful and this promotes a sense of teamwork and unity within a work environment, which is equally important. Taking on extra tasks could also include things such as arriving early to work, to set up a meeting room or re-arrange the furniture, so that others don’t have to do it later and so that the meeting can begin on time. It could also involve sharing part of a colleague’s workload, like returning some phone calls for them or filing some of their paperwork. Whatever the task may be, if colleagues are willing to take on some extra work and help others, they will ultimately be creating a pleasant and productive work environment for all.



FEEDBACK As a good business owner will seek feedback from his customers or clients, so too should he provide feedback to his employees, to measure their success, the quality of their work and how they can improve their performance. The successful operation of a business requires that its employees work diligently towards meeting the business’s goals and are given regular feedback on their performance. By issuing employees with feedback, they are able to understand their strengths and weaknesses at work, and can begin to improve upon any shortcomings, which may be highlighted. Referring back to Chapter One you can see that feedback can be given in a variety of ways including formal/informal performance appraisals, from clients, from supervisors and colleagues, via personal reflective behaviour strategies and through routine organisational methods for monitoring service delivery. STRATEGIES/OPPORTUNITIES FOR IMPROVEMENT Part of being able to work effectively with others requires that strategies and opportunities for improvement are offered and undertaken by employees, with the aim of bettering their communication techniques, work skills and overall productivity. As we saw in Chapter One, some of the strategies for achieving this are; providing coaching, mentoring and/or supervision, internal/external training provisions, personal study, recognition of current competence (RCC)/skills/recognition/initial assessment and workplace skills assessment. Other strategies or opportunities, which exist, that could improve a person’s ability to work effectively are career planning/development, work experience/exchange opportunities, performance appraisals and formal/informal learning programs. Career Planning/Development Every individual who works in a business environment should strive to achieve career success. Achieving this success occurs when people plan for and develop their work skills in order to improve their abilities and advance their careers. By engaging in career planning, individuals are able to identify what they would like to achieve in their working life, and put in place the measures to see this through. Career planning and development is about setting challenging, and also realistic goals for yourself. For example, in order to become the CEO of a business or company, you may first need to work in a number of other roles at the business, undertake certain training and education and then apply for and be interviewed formally, in order to gain the position. Having a career goal such as this, requires dedication, time and clever career planning, in order to earn the position and be qualified for its heavy responsibility. Career planning for individuals can be done using any method which best suits the individual. However, a helpful tool to use in career planning is a Career Development Template. This highlights exactly what you wish to achieve, the qualifications you may already have, the following steps (training/education/qualifications/processes) required to achieve it and the timeframe in which you wish to achieve the career goal.



CAREER DEVELOPMENT TEMPLATE Think about a career which you would love to have one day. Once you have decided on an ideal career for you, fill out the following Career Development Template to help you understand and plan for the attainment of this career. You may need to research exactly what requirements, qualifications and/or skills you will need in order to undertake this career path.

Career Goal (what you want to be): __________________________________________

Skills/training/qualifications I already have:

__________________________________________________________________________________________________________

__________________________________________________________________________________________________________

__________________________________________________________________________________________________________

__________________________________________________________________________________________________________

Skills/training/qualifications I will need to attain:

__________________________________________________________________________________________________________

__________________________________________________________________________________________________________

__________________________________________________________________________________________________________

__________________________________________________________________________________________________________

Steps I need to take to achieve the above skills, training and/or qualifications:

__________________________________________________________________________________________________________

__________________________________________________________________________________________________________

__________________________________________________________________________________________________________

__________________________________________________________________________________________________________

Timeframe in which I would like to achieve this career goal:

__________________________________________________________________________________________________________

__________________________________________________________________________________________________________

__________________________________________________________________________________________________________

__________________________________________________________________________________________________________



CHAPTER 3

Communicate in the workplace

INTRODUCTION Being able to communicate in the workplace is paramount to the successful operation of a business or organisation. Without the necessary means to communicate with work colleagues, peers, customers, clients and other relevant parties, a business would be limited in its operations and therefore, less likely to meet its goals. The ways in which we communicate in the workplace are not merely limited to verbal discussions. Communication happens in many ways, such as correspondence via emails, letters, messages and memorandums. Communication within the workplace therefore relies on access to a range of equipment necessary for imparting information, including facsimile machines, computers, network systems, keyboards, telephones and of course the pen itself. Businesses and organisations will have their own organisational requirements pertaining to and requiring communication between employers and employees. Written information obviously plays great importance in any business or workplace as it allows for information to be documented and distributed. Written information can include briefing notes, e-mails, handwritten and printed materials, internal memos and so forth. Business and organisation members should be aware of and follow both legal and organisational standards which have been established in relation to communication in the workplace, at all times.

VERBAL COMMUNICATION Verbal communication, or speaking to others in the workplace, is a regular and necessary occurrence. In order to complete our own work tasks, we are often required to engage in discussions with others. This could be to ask for help, clarify matters or debrief about work completed so far. The ways in which we can verbally communicate vary and have been broadened by the advancement of technology. Having good communication skills – speaking in a professional, helpful and clear manner - all mean that the exchange of information in a workplace occurs at a level which is constructive and productive. In turn, the business reaps the rewards of having employees who can use verbal communication to successfully interact with one another, with customers and with clients. The following information details the kinds of verbal communication which may be required in a business or other workplace environment. Answering enquiries from clients It is essential when answering enquiries from clients, to conduct yourself in a professional manner. The way in which you speak to clients can affect their decision to use your business or not. You should speak in a formal manner and use professional and consistent phrases when answering phone calls from clients. For example, you should always answer the phone by offering a greeting (e.g. ‘Good afternoon’), stating the name of the company/business, then your name and finish with an open invitation to assist the client (e.g. ‘How may I help you today?’). By repeating this process with each new client/customer phone call, the organisation presents itself as an organised, consistent and professional place of business, which is ready and willing to engage with and assist potential clients or customers.



COMMUNICATION IN THE WORKPLACE The purpose of this assignment is to investigate some of the types of communication technology used by businesses and how they use these technologies in their daily operations.

In order to complete the assignment you will need to either physically go the business of your choice or, speak with a representative from the business over the phone. Also, you may be able to complete some research about the business you choose via the Internet.

PART A Choose a business operating in your local area which you would like to investigate.

Task One Collect and write down the following information about your business. Name of business: Address: Phone No.: Fax No.: Industry this business belongs to: What services or goods does this business provide?: Is it a small, medium or large business?:

Task Two Draw a map locating where your business can be found – you may like to use Google Maps to help you.

PART B

Task One In order to complete this task you will need to go to the business premises or speak with someone from the business over the phone. REMEMBER: be polite and identify who you are and what you are aiming to do (i.e. complete a school assignment about business communication technology).

In your discussion with the business representative, find out the following information:

1. What kinds of communication technology does the business use? 2. How important is e-mailing to this business? 3. Does the business regularly use the Internet? 4. Does the business have its own website? 5. Do they have a network system in place? E.g. servers. 6. Do they have an automated telephone system to receive calls, or does a person answer

phone calls initially? 7. Do they have specific protocol when answering the phone? (I.e. certain phrases which they

must use to answer calls and greet potential clients over the phone with?) 8. What are some of the phrases they must use when answering the phone? 9. How does this business make use of computers? (E.g. data entry, e-mailing, MYOB, word

processing etc.) 10. What methods does this business use to communicate with clients or customers? Does this

business have its own business cards and/or letterheads? (Provide a sample if possible).



Noise minimisation Noise minimisation at work is an extremely important requirement. Businesses and organisations must ensure that their work sites have in place safe practices for working in noisy environments (e.g. on a construction site) or minimising noise where possible. Whatever the working environment is, there will always be some level of noise, so managing and minimising this noise level is very important. If office spaces are noisy, people are less likely to concentrate or be able to adequately perform their roles and tasks. Also, if workplaces are too noisy, important announcements may not be heard. No matter what the work environment is, it is important to put in place measures to minimise noise and meet the requirements stipulated in the National Code of Practice for Noise Management and Protection of Hearing at Work. Steps which could be taken to minimise noise at work include, but are not limited to:

• Using sound absorbing materials on walls and floors, such as carpets, paints, padding and insulation • Installing machinery properly and ensuring that it is working correctly at all times, to avoid excess loud

noise • Sound absorption panels between workstations • Placing sound barriers around noisy equipment or machinery • Ensuring people wear ear mufflers when operating noisy equipment • Using silencers on devices which have this option • Removing noisy equipment from locations which are within earshot of people e.g. photocopiers in

separate rooms from main offices • Oiling machinery regularly to avoid the sound of metal on metal or rusting materials and squeaking • Only running air conditioners and heaters when absolutely necessary, as these can often be quite

noisy when in operation

COMPUTER POSTURE – LABELING ACTIVITY

The image on the right shows the ideal setup of a workstation. On the image, label five positive aspects of this setup then complete the following questions.



QUESTIONS:

1. What types of injuries can be caused by an inappropriate workstation set-up? 2. Identify three jobs where computer posture is of particular importance? 3. Regular stretches can assist in preventing posture and computer use related injuries. Identify and

explain how to perform three types of stretches that would be useful for someone who sits at a computer regulary for long periods of time?

4. How could you encourage workers to be aware of their posture and the importance of regular stretching when working at a desk for long periods of time?

WORK ORGANISATION REQUIREMENTS Exercise breaks It is very important to ensure that whilst at work we take the time for exercise breaks. This will help to reduce the chances of sustaining repetitive strain injuries to our muscles, joints, eyes, spine and other body parts. Sitting in a chair, continuously looking at a computer screen or standing in the same position for very long periods of time can cause damage to the body which can lead to long term aches, pains and in some cases, a lack of movement, feeling, and even a loss of vision. Therefore, the idea of taking exercise breaks is a positive step in combating these types of work related injuries. While it may be difficult in some jobs to take exercise breaks, it should be made a priority because, the health and wellbeing of workers ultimately contributes to the successful operation of the business. People should be able to do their work comfortably, with workstations that are ergonomically designed, and similarly, should be able to take breaks every two to three hours, in order to change the positions of their body, rest their eyes and move their muscles. Suggestions for exercise break activities include:

• Walking around the office or outside

• Avoiding reading anything or looking at computer screens (to protect eyes)

• Climbing up and down stairs

• Stretching different body parts (it would be ideal if your workplace offered a gym or room with mats and stretching charts with instructions for how to stretch properly).

• Focusing on exercising the muscles and body parts which you use repetitively in your job e.g. if you

perform a lot of typing and word processing tasks, be sure to stretch your hands and fingers, flex your wrists and clench your fists. This will help to keep the blood circulating and stop your hands from performing only the repetitive action of typing.

Taking time for an exercise break also allows time for your brain to rest from the task of working, concentrating and managing pressure and stress. By going outside and removing yourself from the work environment temporarily, you are allowing your brain to ‘re-group’ and refresh itself. Concentrating for long periods of time on one thing can actually lead to mistakes being made because your capacity to sustain the same level of concentration decreases. This means your work will not be as thorough and your ideas may not be as well thought out.



CHAPTER 5

Contribute to health and safety of self and others

INTRODUCTION Work Health and Safety (WHS) is vital in all workplaces to ensure the safety and health of employees and others in the workplace. WHS in the workplace is law through the Work Health and Safety Act which was created in 2011 to replace the Occupational Health and Safety Act from 1991. As such, all business and organisations must have in place safety procedures to ensure that WHS requirements are met and that the potential for hazards and risks in the work place are minimised. Furthermore, as this chapter will explore, businesses and organisations must also take into account and have processes in place to deal with emergency incidents, such as accidents, fire, flood, sudden illness, and external threats.

WHS is aimed at identifying a hazard or potential hazard in the workplace and then finding a way to ensure that it does not compromise the health and safety of employees and others in the workplace. A hazard is defined as a source of potential harm or as a situation with a potential to cause loss.

Within the workplace employees should raise any potential or existing work health and safety issues with designated personnel, in accordance with organisational policies and procedures. Some of the designated persons who may be required at any workplace to participate in or enact WHS processes include: designated health and safety officers, health and safety representatives, supervisors, managers, team leaders, union officers, persons conducting businesses or undertakings (PCBUs) or their officers, WHS inspectors, WHS permit entry holders and/or other persons authorised or nominated by the organisation.

Ultimately, it a legal and ethical responsibility for all business owners to ensure that they operate WHS processes. They can do so by training staff and having designated persons on site to monitor the health and safety of a workplace, and maintain safe and hygienic standards for all employees and persons frequenting a business premises, at any given time.

SAFETY PROCEDURES AND INSTRUCTIONS

Completing required documentation In order to meet WHS standards and requirements, all business and organisation staff will be required to complete documentation to guarantee or qualify the business as being a safe work zone. Part of ensuring that safety procedures are met, means that businesses will need to provide the relevant documentation on worksites to be completed by staff as required. For example, any persons entering a building or construction site must complete a sign-in form, prior to entering the site. On this form, they must write down their full name, their reason for being on the site (e.g. contracted plumber) and the time at which they leave the site. This particular form is necessary because it acts as a record of all persons who are present on a construction site at any one time. Then, should an emergency arise or a quick evacuation of the site be required, the WHS personnel and project manager(s) will be able to verify who and how many people must be accounted for upon the clearance of the site.



Specific guidelines and procedures as they apply to own work area These guidelines will vary depending on the nature of your workplace setting and environment. However most workplaces will have some guideline or procedure in relation to hygiene and general workplace tidiness and cleanliness. Workplace cleanliness It goes without saying that keeping your workplace clean and tidy is a necessary requirement of all employers and employees. When workplaces become untidy and dirty, they are susceptible to becoming hazard zones and exposing people to unhygienic and contaminated spaces. Simple acts, such as pushing in chairs, could very well mean that tripping accidents are avoided. Likewise, disposing of toxic or hazardous waste products in appropriate bins can mean that others are protected from contact with that dangerous substance. People who work in office environments should attempt to maintain tidy workspaces, including their desks, conference rooms and lunchrooms; because a clean working environment often promotes more productive, organised and efficient attitudes to work, as well as safety. If a workspace is untidy and disorganised, it is likely that the approach to one’s work will be less organised and therefore, counter-productive. In some workplaces, such as restaurant kitchens, it is necessary to continuously clean the work environment, so as to avoid the contamination of food and beverages. If benches are not disinfected regularly, dishes and glasses not washed and food scraps not disposed of immediately, there is a risk that bacteria, such as e-coli can grow, contaminate food and result in the food poisoning of anyone who eats at the restaurant.

CLEANING ROSTER AT SAM’S RESTAURANT

TASK ONE Imagine you are the kitchen manager at Sam’s Restaurant. It is your responsibility to create a weekly cleaning roster to be strictly followed by all kitchen staff. The restaurant is operational from Tuesday to Sunday from 12pm until 11:30pm. You have five kitchen staff available for cleaning duties; they are Joe, Faye, Adam, Lucy and Paul. Think of the kinds of cleaning duties which would need to be factored into maintaining a clean chef’s kitchen, every day. At what intervals will you require each task to be repeated? Do all tasks have to be done every day, every second day or only once a week? TASK TWO Once your roster is complete, answer the following questions.

1. What were the cleaning duties you considered most important/necessary for maintaining a hygienic chef’s kitchen?

2. Did you consider the sex of your kitchen staff when allocating cleaning roles, why or why not? 3. What were the major difficulties you faced when deciding how to organise your roster? 4. Did you attempt to evenly spread the cleaning duties across the kitchen staff?



FOOD SAFETY SUPERVISORS

Imagine you are a food safety supervisor for a very busy, inner city restaurant. The restaurant has a reputation for serving exquisite food which is cooked and served to customers within no more than 25 minutes of being ordered.

As the food safety supervisor, make a checklist of all of the things you will be looking for to ensure that the restaurant is upholding its Work health and safety obligations as the chefs are preparing food, waiters are serving the food and kitchen hands are disposing of food scraps.

FOOD SAFETY CHECKLIST

1. 2.

3. 4.

5. 6.

7.

8.

9.

10.

Team Leaders Team leaders are persons appointed the role of managing, instructing and leading a team of people within a workgroup or organisation. Team leaders are not necessarily required to possess the qualifications of a supervisor or manager, but may have other skills, which make them excellent candidates for team leadership responsibilities. A team leader must be a person who is able to coordinate groups of people, delegate tasks fairly and effectively, motivate others, resolve conflicts, address people with confidence, be forward thinking and proactive, manage stress, be creative and have excellent communication skills, including listening to others and responding to team member concerns. A team leader must instil confidence in his/her team, by providing a sense of positivity, encouragement and incentive to the team members. By demonstrating these qualities, a team leader can be sure to have both a productive and happy workgroup, which ultimately contributes to the success of the wider business/organisation. In order to hone the skills of team leaders, businesses and organisations must ensure that they provide training and education to persons acting in team leader positions. The training may involve developing skills in communication, managing people, decision-making, time management, conflict resolution and building positive working relationships. Team leaders do have some responsibility in ensuring the health and safety of their team members. For example, it would be irresponsible and negligent of a team leader to expect a team member to perform a task or use a piece of equipment for which they have no training, or do not feel comfortable doing/using. Team leaders should not expect team members to take risks or do anything which they themselves would feel unsafe doing, unless the team member has the adequate training, knowledge and qualification to do so.



In this way, team leaders do have a responsibility to uphold WHS obligations. Team member safety is partially the responsibility of a team leader, although, ultimately team members themselves must ensure that they act safely and responsibly at work. They can do this by asking permission and getting clear instructions before engage in any new tasks or using unfamiliar equipment or processes.

‘I WANT TO BE TEAM LEADER!’

BUILDING COMMUNICATION SKILLS

For this task, students should divide into groups of four or five. Be sure to join a team which has members that you don’t always work with, so that you can widen your learning experience and see how well you work with others. Once groups (which are now called ‘teams’) have been formed, every team member should make a list of the qualities they possess which they believe would make them the best candidate for the team leader of their group. Team members then need to discuss their lists with one another and vote on who should ultimately become the Team Leader, based on the qualities which best suit the role. Once a team leader has been appointed, groups should complete the following activities.

ACTIVITY ONE Team Leaders need to write a sentence on a piece of paper about their own work schedules. For example, ‘I need to complete my Maths assignment by Friday.’ Do no let anyone else read the sentence. Now, without speaking, the Team Leader should try to convey this message to the group. They have one minute to pass the message to the team. They can uses actions, movements and sign language to relay the message, but cannot speak or write any words about the message to the team members.

ACTIVITY TWO In thirty seconds, Team Leaders need to arrange their team members in a line, in order of birth dates from oldest to youngest. ACTIVITY THREE Team Leaders choose one member of their team for this activity. In thirty seconds the Team leader must work out the team member’s favourite colour and animal, but, they are not allowed to use the words ‘colour’ or ‘animal’ to get the answers from their team member.



Complete your IVET Institute RTO assessment

CHAPTER 5 - REVIEW QUESTIONS (SET 2)

1. Who are some of the people who may be responsible for WHS management within

their workplace? What are some of the ways can they ensure WHS within their work

environment?

2. What qualities make someone an excellent team leader?

3. What are hazards?

4. In what ways may a person suffer injury or ill health during the course of performing

their work task(s)?

5. What is a JSA and what is it used for?

6. How can hazardous equipment pose a threat of injury or ill health to people? What

can businesses do to avoid this?

7. How does the presence of ‘unstable’ personnel in a workplace pose a risk of potential

harm or injury to others?

8. Why is contact with another person’s blood considered a source of potential harm or

ill health within a medical setting?

9. What is a drug hold-up?

10. Why are needle sticks a potentially harmful object within a medial setting?

11. Name and describe five types of medical emergencies.

12. Why are unwashed hands a source of potential harm or ill health?

13. Why might damage to property be seen as a source of hazard?

14. What is the definition of ‘risk’?

Units 1&2 Business 2016 SW - SAMPLE 1... · No matter whether the business is designed to attain...

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