BSBWOR203B - Work Effectively with Others by Precision Group (Australia)

A human being is not attaining his full heights until he is educated.

Trainer Manual & Simulated Business Assessment

H o ra ce M an n A liberal education is at the heart of a civil society, and at the heart of a liberal education is the act of teaching. - A. Bartlett Giamatti An educated man is thoroughly inoculated against humbug, thinks for himself and tries to give his thoughts, in speech or on paper, some style. - Alan K. Simpson An education isn’t how much you have committed to memory, or even how much you know. It’s being able to differentiate between what you know and what you don’t. – Anatole France Children have to be educated, but they have also to be left to educate themselves. Ernest Dimnet Data is not information, information is not knowledge, knowledge is not understanding, understanding is not wisdom. – Clifford Stoll Develop a passion for learning. If you do, you will never cease to grow. – Anthony J. D’Angelo Education is all a matter of building bridges. - Ralph Ellison Education is an admirable thing, but it is well to remember from time to time that nothing that is worth knowing can be taught. - Oscar Wilde Education is learning what you didn’t even know you didn’t know. Daniel J. Boorstin Education is not preparation for life; education is life itself. - John Dewey Education is not the filling of a pail, but the lighting of a fire. - William Butler Yeats Education is the key to unlock the golden door of freedom. - George Washington Carver Education is the transmission of civilization. - Will Durant Education is what survives when what has been learned has been forgotten. - B. F. Skinner Education’s purpose is to replace an empty mind with an open one. - Malcolm Forbes Good teaching is one-fourth preparation and three-fourths pure theatre. - Gail Godwin He who opens a school door, closes a prison. - Victor Hugo It has been said that 80% of what people learn is visual. - Allen Klein It is the mark of an educated mind to be able to entertain a thought without accepting it. - Aristotle Learning is not attained by chance, it must be sought for with ardor and diligence. - Abigail Adams Some people drink from the fountain of knowledge, others just gargle. - Robert Anthony Some people will never learn anything, for this reason, because they understand everything too soon. - Alexander Pope The great difficulty in education is to get experience out of ideas. - George Santayana The illiterate of the future will not be the person who cannot read. It will be the person who does not know how to learn. Alvin Toffler The only person who is educated is the one who has learned how to learn and change. - Carl Rogers Science is analytical, descriptive, informative. Man does not live by bread alone, but by science he attempts to do so. Hence the deadliness of all that is purely scientific. - Eric Gill A human being is not attaining his full heights until he is educated. - Horace Mann A liberal education is at the heart of a civil society, and at the heart of a liberal education is the act of teaching. - A. Bartlett Giamatti An educated man is thoroughly inoculated against humbug, thinks for himself and tries to give his thoughts, in speech or on paper, some style. - Alan K. Simpson An education isn’t how much you have committed to memory, or even how much you know. It’s being able to differentiate between what you know and what you don’t. – Anatole France Children have to be educated, but they have also to be left to educate themselves. - Ernest Dimnet Data is

Work Effectively with Others BSBWOR203B

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BSBWOR203B Work Effectively with Others Version

PGAV1

July ‘12

History

Jul ‘12

Introduction of PGAV1

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BSBWOR203B Work Effectively with Others Trainer Manual © Precision Group (Australia) Pty Ltd

Table of Contents 2 Legend 3

Qualification Pathways

Qualification Rules

5 Introduction 7

BSBWOR203B/01 Develop Effective Workplace Relationships 1.1 Identify own responsibilities and duties in relation to workgroup members and undertake activities in a manner that promotes cooperation and good relationships 1.2 Take time and resource constraints into account in fulfilling work requirements of self and others 1.3 Encourage, acknowledge and act upon constructive feedback provided by others in the workgroup

20 21

Key Points

BSBWOR203B/02 Contribute to Workgroup Activities

‘True’ or ‘False’ Quiz

2.1 Provide support to team members to ensure workgroup goals are met 2.2 Contribute constructively to workgroup goals and tasks according to organisational requirements 2.3 Share information relevant to work with workgroup to ensure designated goals are met 2.4 Identify and plan strategies/opportunities for improvement of workgroup in liaison with workgroup

34 35

Key Points

BSBWOR203B/03 Deal Effectively with Issues, Problems and Conflict

‘True’ or ‘False’ Quiz

3.1 Respect differences in personal values and beliefs and their importance in the development of relationships 3.2 Identify any linguistic and cultural differences in communication styles and respond appropriately 3.3 Identify issues, problems and conflict encountered in the workplace 3.4 Seek assistance from workgroup members when issues, problems and conflict arise and suggest possible ways of dealing with them as appropriate or refer them to the appropriate person

BSBWOR203B Work Effectively with Others Trainer Manual © Precision Group (Australia) Pty Ltd

52 53

Key Points ‘True’ or ‘False’ Quiz

54 Summary 55 Bibliography 57

Use considered risk taking in your ‘grey’ area

...and others will follow you!

Assessment Pack

Legend This symbol indicates the beginning of a new Element. These will help you to find the information for your Assessment Activities.

Activity: Whenever you see this symbol, there is an Activity to carry out which has been designed to help reinforce the learning about the topic and take some action.

This symbol is used at the end of each Element to indicate the key points.

This symbol is used to indicate an answer to the Learner’s questions or notes to assist the Trainer.

BSBWOR203B Work Effectively with Others Trainer Manual © Precision Group (Australia) Pty Ltd

Qualification Pathways

“There are always two choices. Two paths to take. One is easy. And its only reward is that it’s easy.” Source Unknown

This unit of competency is provided to meet the requirements of BSB07 Business Services Training Package although it can be used in a range of different qualifications. The BSB07 Business Services Training Package does not state how a qualification is to be achieved. Rather, Registered Training Organisations are required to use the qualification rules to ensure the needs of the learner and business customer are met. This is to be achieved through the development of effective learning programs delivered in an order that meets the stated needs of nominated Learners and business customers.

BSBWOR203B Work Effectively with Others Trainer Manual © Precision Group (Australia) Pty Ltd

Qualification Rules

“Life’s a game, all you have to do, is know how to play it.” Source Unknown

Qualification requirements include core and elective units. The unit mix is determined by specific unit of competency requirements which are stated in the qualification description. Registered Training Organisations then work with learners and business customers to select elective units relevant to the work outcome, local industry requirements and the qualification level. All vocational education qualifications must lead to a work outcome. BSB07 Business Services Training Package qualifications allow for Registered Training Organisations (RTOs) to vary programs to meet: • Specific needs of a business or group of businesses • Skill needs of a locality or a particular industry application of business skills • Maximum employability of a group of students or an individual. When packaging a qualification elective units are to be selected from an equivalent level qualification unless otherwise stated.

BSBWOR203B Work Effectively with Others Trainer Manual © Precision Group (Australia) Pty Ltd

Introduction

“Knowledge is of no value unless you put it into practice.” Anton Chekhov

This unit of competency is all about working effectively with others. It covers the skills and knowledge required to work in a group environment such as promoting team commitment, cooperation, and support for team members. It will help you with the skills you need to demonstrate competency for the unit BSBWOR203B Work Effectively with Others. This is one of the units that make up the Certificates in Business. This manual is broken up into three Elements. They are:

1. Develop effective workplace relationships – First we will examine processes involved with establishing positive relationships with your workmates, and how this can make your working life more effective

2. Contribute

to workgroup activities – Then, you will learn how to make a

positive contribution to your workgroup, and how to assist in improving its effectiveness

3. Deal effectively with issues, problems, and conflict – Here we will examine constructive methods for dealing with conflict.

BSBWOR203B Work Effectively with Others Trainer Manual © Precision Group (Australia) Pty Ltd

Introduction (continued)

There are activities throughout this workbook. These require the Learners to think about their experience or reactions, or to try and complete some research through reading or accessing the Internet. The activities will also help Learners towards completing the Assessment Task by assisting them to think about issues involved in the Assessment Tasks. Learners will then be asked to complete an Assessment Pack for this unit of competency. The information contained in this workbook will assist them. These tasks can be completed as they work through the workbook, rather than leaving it all to be completed at the end of their study. Finally, at the end of this workbook you will find a list of useful resources that you may use for further information. You will need to have access to an Internet terminal. Throughout the text, there are references to websites for further information and for some activities. This unit contributes the attainment of National Certificates.

BSBWOR203B Work Effectively with Others Trainer Manual © Precision Group (Australia) Pty Ltd

ELEMENT 1:

Develop Effective Workplace Relationships

Performance Criteria Element 1 1.1

Identify own responsibilities and duties in relation to workgroup members and undertake activities in a manner that promotes cooperation and good relationships

1.2

Take time and resource constraints into account in fulfilling work requirements of self and others

1.3

Encourage, acknowledge and act upon constructive feedback provided by others in the workgroup

BSBWOR203B Work Effectively with Others Trainer Manual © Precision Group (Australia) Pty Ltd

Element 1: Develop Effective Workplace Relationships

Develop Effective Workplace Relationships Undertaking Your Work Positively As an employee, you spend most of your day working with and interacting with others. You may work independently or as part of formal or informal teams. It can be said that an essential skill for every employee, manager, and supervisor to have, is the ability to work well with others. In this section, we will be examining how you can create positive relationships with others in your workplace. Excellent interpersonal skills are a prerequisite for building and maintaining positive working relationships. They are a prerequisite also, for successfully performing key management functions and achieving organisational goals.

Being positive in the workplace helps build good working relationships. Many people are used to having to resolve problems and undertake work on their own, rather than as a part of a team; but the advantages of working in a team are pronounced. The more people you have working together, the more likely you are to come up with a wider variety of ideas. Taking ideas and opinions from managers and co-workers allows you to be more creative, and develop approaches which are generally more effective at resolving workplace issues. You will find that your managers are more likely to be impressed with you if you are able to sit down with others and work together in a manner that is smooth and consistent with organisational policy on teamwork, problem solving, and communication. This also applies at the managerial or supervisory level. All managers must perform the key management functions of planning, organising, staffing, leading, and controlling. The development of productive relationships with colleagues is what is required of managers under the leading and staffing functions. Working well with others involves understanding and appreciating individual differences. It also means using those differences to your best advantage.

Accepting Responsibilities A key aspect of becoming a more effective worker in any working environment is having the ability to take on significant amounts of responsibility and knowing how this will effect you as a team player in the workplace. There are a range of different types of responsibility that you may take on:

BSBWOR203Bâ&#x20AC;&#x201A; Work Effectively with Others Trainer Manualâ&#x20AC;&#x201A; ÂŠ Precision Group (Australia) Pty Ltd

Element 1: Develop Effective Workplace Relationships

• Those that are a part of your job description • Those that you are willing to undertake • Those that come about due to a specific circumstance.

Usual Work Responsibilities Every worker in a workplace will have a job description which outlines the work that they are expected to undertake for themselves and their managers. This information will be made available to you clearly by your manager during the time that they hire you. In fact, you probably will receive this information before you even apply for the job. The type of responsibilities will vary significantly depending on the actual work you are going to undertake. When you are starting in a new position or job, you may find that your manager asks you to do work outside your area of responsibility. If you do not feel confident about this work, it is generally better to say no to the work, rather than do it badly.

Additional Responsibilities We also mentioned the role of additional responsibilities. These are generally some responsibilities that are asked of you, but which you do not have to accept. They are voluntary in most cases. However, your manager may insist you do some tasks, making them involuntary. The advantages of taking on these additional levels of responsibility include: • You will learn to do new things • You can assist those around you • You can improve your chances for promotion. Whenever you work on additional tasks and learn skills that improve things, you can add these to your curriculum vitae (CV) to show the level of achievement you have reached.

Building Positive Working Relationships Building relationships through honesty, openness, and effective communication is essential in helping to build trust and overcome personal barriers. The development of mutually beneficial relationships can be achieved and maintained through careful management.

BSBWOR203B Work Effectively with Others Trainer Manual © Precision Group (Australia) Pty Ltd

Element 1: Develop Effective Workplace Relationships

Productive working relationships are reliant on good communication and the ability to work with, and get along with others. Sometimes, however, good relationships get strained and working together becomes difficult. Working relationships can get strained by a number of things. For example: • Difficulties in separating the ‘personal’ from the ‘professional’ worlds • Personal situations impacting on people’s professional world – and vice versa • Someone being promoted – one of the troops becomes troop leader • Individuals spreading gossip and rumours about colleagues • Individuals having a lack of trust or respect in colleagues. It is important then, that all staff have reliable processes to enable both work related and personal matters to be discussed. Let’s now look at some general tips of working well with others. We will be going into more detail on some of these later in this resource.

Tips for Building Positive Workplace Relationships Always be positive about your work. Remember that no one is always perfect, there is always room for improvement. However, this does not mean that you can concentrate on negative things – always be positive. It is always useful to be friendly and cooperative as much as possible. This will make people see you in a better light over time. When you are discussing things with those around you, always give people all of your attention, as this is a sign that you respect everything that they have to say. People will see you in a positive light if you are able to do this. When you are discussing things with other people, always be sure to take the time to tell them that you understand what they are trying to say. A good way of doing this is repeating things back to them so that they can hear what you think they said. Give feedback in private where possible and make sure that it is useful rather than just ‘bagging’ them. Take the time to praise people when they do well. Take the time to plan out anything you want to do, rather than just going ahead with it. Show consideration for other people's opinions. Always take the time to say things in a way that will not make them feel the need to be overly defensive. This means trying to avoid appointing blame for something or making statements such as YOU...

BSBWOR203B Work Effectively with Others Trainer Manual © Precision Group (Australia) Pty Ltd

Element 1: Develop Effective Workplace Relationships

Tips for Building Positive Workplace Relationships (continued) Let people know when you are happy with something that you have done, but do not go overboard and brag too much. People always appreciate those who are willing to pitch in and help with situations that may arise in a workplace. Always look on the bright side of everything you do. Make sure that you understand the image that you are putting forward through your non-verbal communication. Tone of voice, body language and the like all play a significant role in the way that people perceive you. When you need help, always ask for it. If you never ask for help, you are likely to end up not achieving your role. When you come into a meeting, never become too confrontational – avoid shooting down ideas without taking the time to actually discuss the way that you feel about the idea and getting input from other members of the team. Remember that everyone is different. Keep things professional – avoid discussing too many personal things while you are undertaking your major work tasks. Always be calm and friendly in the workplace – especially when you are attempting to communicate difficult messages. Keep your communication very straight forward – never be too ambiguous.

Resourcing Unfortunately, modern businesses operate under resource limitations or restrictions. These are called constraints. Few organisations have unlimited resources. For this reason, it is important that you understand the constraints under which you must function, and look for ways to ensure that you work within any resource constraints that exist. Constraints may include: • Time • Money • Staff • Tools • Technology. Whenever you are working on tasks that you have been assigned, whether you are in a team or working as an individual, you need to be sure that you understand the resources that you have been assigned and work only within those resources.

BSBWOR203B Work Effectively with Others Trainer Manual © Precision Group (Australia) Pty Ltd

Element 1: Develop Effective Workplace Relationships

Feedback is a specific type of information that we may either give to someone or receive from someone depending on the specific circumstances. The feedback process allows you to find ways of improving your workplace performance by hearing what others think of the way that you are undertaking work. Feedback allows you to: • Appraise others and develop the team as a whole • Develop your own skills over time • Overcome problems that you may be having in the workplace.

Getting Feedback Feedback can be seen from many points of view: • Never wanting to hear anything negative said • Not wanting to be critiqued • Knowing that feedback can allow for improved levels of performance • Emotionally difficult to hear • Showing how poor they are at their work. Ultimately, the way that you feel about feedback is likely to be influenced in a significant way by the way that you actually go about thinking about feedback. If you only think of it as being overly critical, any feedback is likely to be viewed in that way. However, if you treat feedback as a learning experience, then you are likely to see the whole process in a very different way – you will view everything said as being constructive and useful to your personal development.

BSBWOR203B Work Effectively with Others Trainer Manual © Precision Group (Australia) Pty Ltd

Element 1: Develop Effective Workplace Relationships

Activity One: What do you believe are the two most effective means of creating a workplace relationship? Why do you believe this? ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... .........................................................................

Trainer’s Notes for Activity One On the previous pages were 20 key tips for building positive workplace relationships. In this activity, the Learner should have decided which two of these they believe are the most important and explained why. A sample answer is as follows: • ‘Be positive about yourself.’ It is impossible to be positive about anything else if you are not positive about yourself first! • ‘Be friendly, supportive, and cooperative.’ I believe this is important because the image you project to others will allow you to establish the right sort of relationship. If you are friendly and willing to help, people will feel the same way towards you.

BSBWOR203B Work Effectively with Others Trainer Manual © Precision Group (Australia) Pty Ltd

Element 1: Develop Effective Workplace Relationships

Let’s now take some time to look at the ways that feedback can be handled – essentially it falls into two major groups – a negative or poor way of handling it and a positive way of handling it.

Negative, Closed Ways of Receiving Feedback Being defensive about what is being said. Attacking the person giving the feedback. Saying that the feedback is wrong. Not respecting the person that is taking the time to provide you with feedback on your performance. Ignoring the feedback given. Not listening carefully to what is being said. Not showing any interest in receiving feedback from someone. Not using the feedback to improve performance.

Positive Open Style of Receiving Feedback Being open to listening to what is being said. Being able to listen to what is being said to you without wanting to bite the head off the person giving you the feedback. Accepting what is being said. Knowing the importance of feedback and being willing to take what is being said on board. Listening and asking for clarification about any points raised, especially when you are unsure about what has been said. Listening carefully. Thinking through the feedback and looking for ways in which you can apply it to your everyday life. Showing interest in actually getting the feedback. Showing a genuine interest in the feedback given.

Giving Feedback Now that you understand how to receive feedback, let’s take a look at the process of giving feedback. This process is one which you either love doing or you absolutely hate doing. It is generally easier however, to give feedback than receive it.

Element 1: Develop Effective Workplace Relationships

Giving feedback is important in that it actually provides those around you with a means of making improvements to their work processes and in turn this leads to improved performance for the workplace as a whole. Giving feedback means: • Understanding your work mates • Being positive about what you are trying to say • Being honest • Being sensitive to the needs of those around you.

Ineffective Negative Feedback Don’t attack the performance of those around you, this will automatically make people defensive. Be direct, vague feedback just leads to those around you getting confused. Showing a lack of consideration for those you are giving feedback to. Insulting performance levels of your staff. Judging people on their personality and personal attributes not their performance. Being too broad in your appraisal. Giving feedback at a bad time, or too long after the event. Giving feedback without enough thought. Giving feedback based on what you want to say, rather than what the receiver needs to actually hear.

Effective Positive Feedback Using a manner that is supportive of the needs of the individual. Focusing on the most important areas. Being sensitive rather than insulting. Working to give feedback in a manner that is not demeaning. Focusing on areas of work that can be improved rather than focussing on the personality of the individual. Being as specific as possible. Giving any feedback as close as you can to the event which actually lead to the feedback being given. Taking the time to think through the feedback you will give. Making sure that any feedback that you provide will actually be of assistance to the person you are giving it to.

Element 1: Develop Effective Workplace Relationships

Feedback can be given to an individual at a range of times – knowing when to give it is part of the key to giving good feedback. Try to find a time as close as possible to the event that you will be providing feedback about. Meetings are useful – especially when: • You plan the meeting well • You take the time to hold meetings on a regular basis • You make sure all team members attend the meetings • You have an agenda to follow rather than just going with the flow • You make sure the meetings begin and end at a set time • You ensure any decisions made are taken down • You chair the meetings to ensure they do not drag on for too long • You ensure the meeting follows organisational rules • You ensure that all staff are able to be involved. Performance appraisals and one-on-one interviews between yourself and the worker concerned are also highly appropriate times to hold feedback sessions. When you are doing this: • Identify what needs to be discussed early in the process • Make sure you set a start and end time • Make sure that you stay on topic and do not drift too far from this • Make sure that you both agree on what needs to be done • Make sure that for the length of the meeting, nothing will interrupt you • Hold the meeting in a neutral environment to both parties • Ensure that the matters discussed are confidential. The final thing you could try is to just have an open door. This means that whenever staff feel like they need or want some feedback on their performance, you are there to give them advice and feedback on what they are doing. In order to make this work: • Make sure your staff know you are available • Ensure that you are organised enough to know when times are available for any such discussion • Ensure that you show interest in the work of those round you • Make sure you follow the communication advice given on previous pages. Feedback focuses on issues and events that have already occurred, so by this point it is often too late to try and make changes to the way that the specific event was dealt with. An alternative approach is the ‘feed forward’.

Element 1: Develop Effective Workplace Relationships

This approach attempts to get people to think about areas of their performance that they know are weak and allow them to look for ways of making any such improvements to their performance before it is needed. Feedback is something that is undertaken on an everyday basis. You may be asked to give or receive feedback regularly. This means that you need to: • Understand why someone may want to give or receive feedback • Understand the skills of listening and speaking • Think through what you are saying carefully • Make a commitment to improvement.

“The more feedback you give to people, the better it is, as long as the feedback is objective and not critical.” Brian Tracy

Element 1: Develop Effective Workplace Relationships

Activity Two: Briefly describe the most effective way of giving feedback. ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... ......................................................................... .........................................................................

Trainer’s Notes for Activity Two In order for feedback to be effective (helpful and positive) it must be all of the following:

1. Specific and descriptive: It should not be general, rather focus on specific areas of behaviour and focus on what can be changed.

2. Considerate:

Just like all forms of communication, it must be

meant to be positive, not to tease or demean.

3. Well timed: It must be provided as soon as possible after the event. 4. Thoughtful

and supportive: It shouldn’t be given on an impulse,

rather well thought out. Delivery should be non-threatening and encouraging.

5. Direct: You need to state what the feedback is about.

Element 1: Develop Effective Workplace Relationships

Notes

Element 1: Develop Effective Workplace Relationships

Key Points Element 1 • An essential skill for every employee, manager, and supervisor to have, is the ability to work well with others. Excellent interpersonal skills are a prerequisite for building and maintaining positive working relationships. • Accepting responsibilities that go along with your career can help you to advance in your profession. • Building relationships through honesty, openness, and effective communications are essential in helping to build trust and overcome personal barriers. • Feedback is a way to let people know how effective they are in what they are trying to accomplish, or how they affect you. • Organisational cultures unite an organisation’s staff.

Element 1: Develop Effective Workplace Relationships

Element 1 – ‘True’ or ‘False’ Quiz True

Interpersonal skills assist in building personal relationships.

Getting along with other staff is generally not appreciated by managers as a useful quality.

False

It helps build a harmonious workplace and is thus well considered by management.

The only responsibilities you face at work are those that come as a part of your job. You may voluntarily assume other responsibilities or be given extra ones.

Your everyday work responsibilites should be clearly up to you upon being hired.

Working relationships are not impacted by personal situations impacting on people’s professional worlds. The opposite is true, personal problems can spill into the workplace.

People respond more positively to calm discussion than to anger, sarcasm, commands, or hysteria.

Refuting the accuracy or fairness is a negative response to receiving feedback.

One possible forum for discussing work related matters is through oneon-one, face-to-face meetings.

‘Feed forward’ aims to help people to identify the behaviours they would like to keep the same. ‘Feed forward’ aims to help people to identify the behaviours they would like to change before they are needed.

When discussing personal issues you should try to establish rapport with the other party.