2-1 Copyright  2010 McGraw-Hill Australia Pty Ltd PowerPoint slides to accompany Office Skills: A Practical Approach 5e by Horsfall and Turner Chapter 2 BSBWOR202A—Organise and complete daily work activities

2-2 Copyright  2010 McGraw-Hill Australia Pty Ltd PowerPoint slides to accompany Office Skills: A Practical Approach 5e by Horsfall and Turner Contents Organise work schedule (BSBWOR202A/1.1–1.3) Complete work tasks (BSBWOR202A/2.1–2.5) Review work performance (BSBWOR202A/3.1–3.3) Summary

2-3 Copyright  2010 McGraw-Hill Australia Pty Ltd PowerPoint slides to accompany Office Skills: A Practical Approach 5e by Horsfall and Turner Seek assistance to identify work goals and plans (BSBWOR202A/1.1) Assess your work unit ask someone, either a peer or your team leader establish your goals –short, medium or long term goals Assess yourself Know your ‘energy cycle’. Are you: –a morning person? –a night owl? Set your objectives Keep a written record of your schedules. Use electronic aids to keep a ‘to do’ list.

2-4 Copyright  2010 McGraw-Hill Australia Pty Ltd PowerPoint slides to accompany Office Skills: A Practical Approach 5e by Horsfall and Turner Identify work goals and plans (BSBWOR202A/1.2) Planning and prioritising Use and understand the 80/20 rule: –80% of your work comes from only 20% of your clients. –20% of your work comes from 80% of your clients. Plan to identify the top 20% clients and give them 80% of your time and effort. Identify problems, before they become an issue, by developing good listening skills.

2-5 Copyright  2010 McGraw-Hill Australia Pty Ltd PowerPoint slides to accompany Office Skills: A Practical Approach 5e by Horsfall and Turner Plan and Prioritise Workload (BSBWOR202A/1.3) Time Schedules Deadlines become challenges and team spirit will encourage individuals to perform to the best of their abilities. Planning your day helps you: –review your progress –set your daily agenda –prioritise your tasks of the day.

2-6 Copyright  2010 McGraw-Hill Australia Pty Ltd PowerPoint slides to accompany Office Skills: A Practical Approach 5e by Horsfall and Turner Completing tasks (BSBWOR202A/2.1) All organisations can have imposed deadlines, either set externally or internally: taxation returns corporate annual reports customer delivery requirements computer processing windows negotiated team goals individual performance appraisals.

2-7 Copyright  2010 McGraw-Hill Australia Pty Ltd PowerPoint slides to accompany Office Skills: A Practical Approach 5e by Horsfall and Turner Effective listening and questioning (BSBWOR202A/2.2) Acting on instructions within time limits: Identify and analyse the problem. Listen to what is said as in business communications: –writing makes up11% of the total –reading makes up 15% of the total –speaking makes up 32% of the total –listening makes up 42% of the total. Effective listening prevents misinformation and improves: –morale, rapport and trust –teamwork.

2-8 Copyright  2010 McGraw-Hill Australia Pty Ltd PowerPoint slides to accompany Office Skills: A Practical Approach 5e by Horsfall and Turner Effective listening and questioning (BSBWOR202A/2.2) continued Effective questioning is used to solve questions Establish criteria for the solution of the problem. List and explore alternative solutions. Select the best alternative. Implement the decision. Evaluate the decision over time.

2-9 Copyright  2010 McGraw-Hill Australia Pty Ltd PowerPoint slides to accompany Office Skills: A Practical Approach 5e by Horsfall and Turner Factors affecting achievement (BSBWOR202A/2.3) Work performance can be affected by: work culture changes to procedures interpersonal relationships office layout equipment –tools available –breakdown environment such as heat, cold or noise accidents budget constraints insufficient time.

2-10 Copyright  2010 McGraw-Hill Australia Pty Ltd PowerPoint slides to accompany Office Skills: A Practical Approach 5e by Horsfall and Turner Use business technology (BSBWOR202A/2.4) Work can be greatly improved with efficient use of software such as: word processing Microsoft Outlook Windows operating systems office suites such as Works, Lotus SmartSuite and Corel anti-virus software.

2-11 Copyright  2010 McGraw-Hill Australia Pty Ltd PowerPoint slides to accompany Office Skills: A Practical Approach 5e by Horsfall and Turner Communicate progress (BSBWOR202A/2.5) Delays should be communicated to a supervisor for help and for reprioritisation.

2-12 Copyright  2010 McGraw-Hill Australia Pty Ltd PowerPoint slides to accompany Office Skills: A Practical Approach 5e by Horsfall and Turner Work performance (BSBWOR202A/3.1–3.3) Annual appraisals are a means of providing staff with meaningful feedback. Monitor your own work performance by reviewing the processes you employed and outcomes achieved. Shortfalls in performance can be seen as training opportunities for improvement in employee skills and an opportunity to address system glitches.

2-13 Copyright  2010 McGraw-Hill Australia Pty Ltd PowerPoint slides to accompany Office Skills: A Practical Approach 5e by Horsfall and Turner Summary It is important that work goals and workload are prioritised. You should set daily goals and an agenda. Effective listening and questioning make more effective use of your time. Feedback on your work performance is important for improvements to be achieved.