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Chapter 2

BSBWOR202A—Organise and complete daily work activities

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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

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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.

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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.

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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.

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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.

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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 up 11% 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.

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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.

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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.

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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.

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Communicate progress (BSBWOR202A/2.5)

Delays should be communicated to a supervisor for help and for reprioritisation.

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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.

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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.