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VET Certificate II in Business (Year 1 / Units 1&2)

Copyright © IVET – 2018 Edition 1

Innovative Vocational Education and Training Institute

VET Certificate II in BUSINESS (BSB20115)

YEAR 1 / UNITS 1 & 2

STUDENT WORKBOOK 1 CORE UNIT OF COMPETENCY PLUS 11 SELECTED ELECTIVES

Student Name: __________________________ Year Level: _____ Class: _____



CONTENTS

PAGES

ORIENTATION CHAPTER 3 – 15 CHAPTER 1 BSBWOR202 – Organise and complete daily work activities 16 – 50 CHAPTER 2 BSBINM201 – Process and maintain workplace information 51 – 65 CHAPTER 3 BSBCMM201 – Communicate in the workplace 66 – 91 CHAPTER 4 BSBITU203 – Communicate electronically 92 – 111 CHAPTER 5 BSBWOR203 – Work effectively with others 112 – 137 CHAPTER 6 BSBCUS201 – Deliver a service to customers 138 – 160 CHAPTER 7 BSBIND201 – Work effectively in a business environment 161 – 183 CHAPTER 8 BSBINM202 – Handle mail 184 – 195 CHAPTER 9 BSBITU201 – Produce simple word processed documents 196 – 230 CHAPTER 10 BSBWOR204 – Use business technology 231 – 244 CHAPTER 11 BSBWHS201 – Contribute to health and safety of self and others 245 – 274 CHAPTER 12 BSBSUS201 – Participate in environmentally sustainable work practices 275 – 286



ORIENTATION

The business industry Note:Thefollowingorientationchapterisnotoutlinedinanyunitofcompetency,performancecriteria,elementsorrangestatements.TheIVETInstitutebelievesthatabasicknowledgeoftheindustrywillenhancestudent’sabilitytounderstandandelaborateonconceptsfurtherdiscussedintheunitsofcompetencyundertaken.

INTRODUCTION The business industry is a large industry that is quite broad. There are a number of varied career opportunities available depending on a person’s area/s of interest. The business industry contains a number of employment opportunities for those who have a keen interest in administration, marketing, human resources, information and communication technology, performing routine tasks or owning and operating a business. Through this Certificate II in Business you will develop the skills and knowledge to prepare for a role in the business industry. You will develop the employability skills required to be successful including effective communication, initiative, problem solving, organisation and planning, teamwork as well as the use of business and ICT equipment. Even if an occupation in the business industry doesn’t interest you, a basic understanding of how businesses run can be beneficial to everyone. You may also choose one day to run own your own business as a landscaper, plumber, beauty therapist or carpenter. You will need to have an understanding of how businesses work, including: business plans and goals, working with employees, delivering a service to clients, administrative paperwork, marketing, obtaining financials as well as complying with Work Health and Safety requirements. WHAT IS A BUSINESS? 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. 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. Businesses can also operate without aiming to make a profit. In Australia these are known as ‘not for profit organisations’. The success of both ‘for profit’ and ‘not for profit’ businesses requires owners and employees to possess many skills and strengths.



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 debts that the business incurs. 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 has. A private company is one which has up to fifty shareholders and exists as a separate legal entity from its owners. This type of company needs 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.

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EMPLOYMENT OPPORTUNITIES There are many diverse employment opportunities in the business industry, requiring varying levels of qualifications. Conducting VET in schools studies at the certificate level, such as a Certificate II in Business, can help you access a number of jobs. Additional studies at the Certificate IV, Diploma or High Education level will allow you to access a wider range of employment opportunities. It is important to explore a number of roles and decide which most appeals to you and your interests. Job roles within the business industry include:

• Office manager • Retail manager

• Department manager • Operations manager

• Functions coordinator • Restaurant supervisor

• Financial planner • Human resources

coordinator, manager and staff

• Accounts manager • Payroll officer • Recruitment consultant • Business manager

• Business development manager

• Fan development officer • Bank attendant/teller

• Marketing • Advertising

• Branch manager • Project manager

• Sales person • Tourist information officer

• Administration manager • Receptionist • Personal assistant • Small business owner

• General manager • Events coordinator • Duty supervisor • Entrepreneur

• Administrator in a range of settings such as offices, schools, hospitals and doctors consulting rooms.

Let’s have a brief look at six of these business roles: Business development manager A business development manager is a senior sales person whose main job is to grow a business by increasing its sales. The role is to attract new clients to the business and to find ways to get current clients to purchase additional products and services. A business development manager is responsible for increasing the profitability of a business. They will most often lead a group of sales people and oversee marketing and advertising campaigns. Business development managers also need to put together presentations on new ways to generate business and pitch them to business owners, heads of department, C.E.Os and directors. They are also responsible for following up new business opportunities. Human resources Human resources (HR) is a department of an organisation and/or business that deals with the recruitment, hiring, administration and training of staff. HR looks after the people within an organisation as well as ensuring that the organisation has the right people with the right skills and knowledge to perform the required roles and duties within the organisation. Human resources staff may be involved in the recruiting and hiring of new staff. In this role they may be required to write job descriptions, create a recruitment plan and organisational chart. They may also be involved in performance reviews and the development of personal work goals as well as assisting staff to access any required training or education needed to perform their role effectively.



Administrator / receptionist All businesses have an element of administration and paperwork, whether it is recording appointments, invoicing, ordering of stock or data entry. Administrators and receptionists may work in a variety of different settings including: schools, hospitals, for doctors and dental surgeries, hairdressers and retail stores. Administrators and receptionists need to have excellent communication skills as they are often the first point of contact for an organisation as they may be required to answer phone calls, provide information and replay messages to the appropriate persons within the organisation. A person in this role also needs to have excellent planning and organisational skills. They need to be flexible and able to adapt when asked to complete additional tasks.

Small business owners As mentioned at the beginning of this chapter many people often become business owners according to their chosen trade, whether it is hairdressing, electrical, cooking, glazing or dog washing. More often they may not have the skillset to be able to run a business, as it is not their area of expertise. A small business owner needs to take on a number of critical roles, many of which they may not possess the knowledge or ability to handle such as managing finances, advertising and marketing, insurances, accounting and taxation and employee management. Small business owners may need to outsource these concerns through employing HR consultants, bookkeepers and accountants to assist them. Marketing A person involved in this position may work for a marketing firm or for a large business with an in-house marketing department. The role of a person working in marketing is to promote a business, its products and/or services with the aim of creating greater profits for the business as well as brand awareness among consumers. They may be required to conduct market research, put together advertising materials or pitch their ideas to an advertising firm to develop. Marketing can encompass a range of activities such as developing slogans, media exposure, social media presence and branding, such as the design of packaging (i.e. bags and boxes).

Entrepreneurs An entrepreneur is a person who starts a business, taking financial risks in the hope that the business will be successful and turn a profit. An entrepreneur generally has an idea for a product or service that they believe consumers will want to purchase and use. Starting a business is hard work and requires you to take risks. An entrepreneur needs to ensure that they manage these risks by conducting appropriate research of the marketplace and their potential competitors to ensure that there is a market for the product or service they will be providing. They should speak to potential consumers to test whether their idea, service or product is a viable business that is likely to be successful. An entrepreneur needs to be smart and make sure that they carefully plan their business and conduct adequate research before investing their money. According to Forbes Magazine 90% of start-up businesses fail. The main reason for failure is that the entrepreneur creates a product that nobody wants to buy and that the business runs out of cash because the growth of the business is too slow. This is why research and careful planning is so important.



FAMOUS ENTREPRENEURS – ICT RESEARCH TASK The television show Shark Tank is dedicated to finding new and exciting Australian entrepreneurs. The UK also has a similar show called Dragon’s Den. The show consists of entrepreneurs sharing their business ideas with a group of five self-made entrepreneurs (sharks, dragons) in the hope one or more of them want to invest in their business and mentor them in the hope of becoming successful. The current sharks are Janine Allis, Naomi Simson, Dr Glen Richards, Steve Baxter and Andrew Banks. Choose two of these entrepreneurs and research their background and how they started. Complete the following questions about each chosen entrepreneur. 1. What business did they found? 2. What product or service did they bring to market? Provide a brief explanation. 3. How did they become an entrepreneur? 4. Since their business first started what other business/es have they become involved in? 5. What investments have they made on Shark Tank and how successful have these become? 6. What is their current net worth?

BUSINESS OCCUPATIONS – ICT RESEARCH For each of the occupations we have just explored in the business industry use the internet to find out more information about the knowledge, skills and attributes required as well as working conditions and salary. Access the Government of Western Australia Department of Training and Workforce Development webpage - www.dtwd.wa.gov.au to assist you. STEP 1: On the right hand side of the homepage access the link “Career Centre”. STEP 2: Select “Occupations” at the top and “Search Occupations” from the drop down menu. STEP 3: Complete the table by searching for the following business industry occupations.

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Occupation and description

Knowledge, skills and attributes required

Working conditions Salary

Sales and marketing manager

Human resources manager

Entrepreneur

Receptionist



Occupation and

description Knowledge, skills and

attributes required Working conditions Salary

Office manager

Financial institution branch manager

EMPLOYABILITY SKILLS When looking for employment it is important that you have the formal qualifications required for the role such as a Certificate, Diploma or Degree. As well as these formal qualifications employers also look for candidates that demonstrate desirable employability skills. Employability skills are non-technical skills required to participate and work effectively with co-workers and others in a workplace. Some desired employability skills for those working in the business industry include: Effective communication Effective communication is vital in any industry and all workplaces. Open and clear communication in the workplace can build a more productive and collegiate work environment. Effective communication is also important for working effectively with others including co-workers, team leaders and managers. Effective communication is also needed for conducting presentations and speaking with clients and customers. Communication problems can make the work environment uncomfortable and unproductive, not just for those directly involved in any issue but also those around them.



To be an effective communicator you should: o Always be attentive – listen carefully to what is being said. If you are the sender carefully watch the

receiver and check if they understand you; if not, adjust your communication style. o Clarify the information – if you are the sender ask follow up questions to check that the receiver heard

you and understood. If you are the receiver repeat the information to the sender to make sure you heard it right and have received all of the information.

o Take your time – don’t rush when delivering or receiving information. Ensure that you send and receive

information without distraction and allow enough time to discuss and clarify information. Don’t be in a rush.

o Be an active listener – whether you are the receiver or the sender always be an active listener. Be

involved in the conversation, open, interested and always respond appropriately. o Avoid information overload – if you are the sender ensure that you do not give people too much

information at once. Prioritise the information and try to only deliver a maximum of three points unless they can write the information down to look at later.

Teamwork Teamwork is when a group of people work together to achieve a common goal. Many organisations use teams to complete projects that are too complex for one person to tackle alone or when they want to generate a number of different ideas. When a team works effectively, and strives to work together to complete a task, the results often reach a higher standard and quality than if a team struggled to work cohesively. Therefore, effective teamwork is very important for the success of any organisation. In the business industry you will often be required to work as a team on projects. For example, if you work in the marketing department of a business you will need to communicate with sales people, advertising personnel as well as in-house managers, directors and C.E.Os in order to put together a marketing plan, to gain feedback and approval to proceed with launching your idea, to generate more sales and increase the profitability of the business.

Initiative Initiative is the ability to start something and access work independently, to do something without being asked. In the business industry it is important to show initiative and complete work tasks without being asked, if you can see that they need to be done. For example, if you notice that a co-worker is preparing a presentation you might offer to assist them by preparing photocopies or setting up the room that they will be presenting in. Initiative is important when working with clients as not every situation is the same; you will often need to think on your feet and make decisions. Initiative is also important when working in a team as it shows others that you are willing to go above and beyond your job role to help them make the workplace environment productive, more effective and efficient. To develop your ability to take initiative you should:

• Always reach out and help co-workers who look like they need assistance. • Be confident and timely when making decisions and take action quickly. • Volunteer to take on additional roles and responsibilities.



• Make suggestions to improve the workplace, for example simplifying work processes, opportunities to

reduce costs and increase productivity. • Be prepared for staff and/or client meetings by completing any pre-reading and rehearsing for

questions that you may be asked. Self-management Self-management is a skill that will help you work well in any industry. Self-management is about taking responsibility for your own behaviour and wellbeing. It is the routines individuals set for themselves during and outside of working hours. Arriving to work on time, correctly dressed, looking presentable and using appropriate language in the workplace are all effective ways to self-manage. Time management also plays a large role in effective self-management such as completing projects to schedule and taking the right amount of time for lunch breaks.

Information technology Information technology skills are also a must in today’s society. Many employers want employees to have experience in desktop publishing, spread sheets, data base systems, internet skills, file management and word processing. In the business industry you may need to use information technology applications and software to record information such as client meetings and appointments, create correspondence and communicate with others through letters and emails, complete data entry, record financials and generate sales reports as well as create presentations and marketing materials. Organisational and planning skills Organisational and planning skills are important in the business industry. To plan effectively is to make sure certain goals are reached and to be organised means time spent at work is productive and tasks are effectively completed on time and to a satisfactory level. If you fail to plan, you plan to fail. Within the business industry, depending on your job role, for example, as a small business owner of an online based business, you may need to organise employee pay, the ordering of stock, postage of customer orders and order confirmation correspondence and tracking information. Individuals need to find the best way to organise themselves; what works for one person may not necessarily work for another. Organisational tools such as electronic alerts and calendars, as well as hardcopy appointment books and calendars can be useful in organising and planning your job tasks.



Problem solving Problem solving is the act of defining a problem; determining its cause, identifying, prioritising and selecting possible solutions and implementing them. Problem solving is an important aspect of any job. When problem solving, the first step is to identify the issue or problem and then access all information available to assist you in making your decision. Depending on your role and the problem, this may include talking to co-workers, clients or managers. It is important that you think about everyone’s interests and how your decision may affect them. Then brainstorm and list all the possible ways you could address the problem. Evaluate each option by listing the pros and cons.

A simple example of problem solving is: Problem Deciding on what chocolate bar to eat after dinner. Options

• Picnic • Curly wurly

Evaluation

Picnic Curly wurly

Once you have selected an option think about how you will monitor the issue to see if the solution has worked. List other things you could do if your first solution doesn’t work.

•variety of elements, ie chocolate, nougat, caramel and nuts.

PROS

•could be too filling after dinner

•quite rich•highest calories.

CONS

•serving size is small•lowest calories.

PROS

•caramel gets stuck to my teeth.

CONS



BLINDFOLD LINE-UP - PRACTICAL PROBLEM SOLVING ACTIVITY

Objective of the task: For all group members to line themselves up in order in the quickest time possible whilst blindfolded, without being able to talk. Equipment required:

• A safe space with minimal obstacles. In a classroom move all furniture to one side of the room and consider using a rope or line of chairs to create a boundary.

• Blindfolds - one per student. School jumpers could be used as blindfolds where required.

• Bibs or coloured bands to indicate which students belong to each group.

• 2 x Stop watches

Rules:

• Divide class into two even groups. • 1 person from each group should be given the task of group bodyguard. They are responsible

for monitoring all group members and ensuring that they move about the room safely and stay within their group (this is why coloured bands/bibs are useful). They are not to speak to group members. They are only allowed to gently touch and direct group members away from any obstacles.

• Each group member will be designated a number, depending on how many group members there are. For example, if there are 8 group members each student should be designated a number from 1 to 8. You will need to whisper the number to each group member to ensure that no one else hears the number, including the group bodyguard.

• Then students are to mingle around the room and line themselves up in order based on their number without talking and while blindfolded. Time them and record (below) how long it takes them to complete the task.

• Before students are allocated their numbers they should be given 5 minutes to strategise and speak about how they will tackle the problem. The bodyguard should not be involved in this discussion.

• Allow students to have 2 to 3 opportunities to complete the task. Ensure that you change the bodyguard each time so that all students have an opportunity to complete the task. Also ensure that you re-allocate each student with a different number before each attempt.

• Students are to complete the following questions once the activity has been completed.

ATTEMPT 1

ATTEMPT 2

ATTEMPT 3



QUESTIONS

1. Describe some of the strategies discussed to solve the problem?

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2. Outline the pros and cons of the strategy you used in your group’s first attempt.

______________________________________________________________________________________________

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3. Once your group completed its first attempt did you learn anything or realise that your original

strategy needed to change? Briefly explain.

______________________________________________________________________________________________

______________________________________________________________________________________________

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4. Did anyone take initiative during this task? Briefly describe what they did and/or the role they took on.

______________________________________________________________________________________________

______________________________________________________________________________________________

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5. Was your group able to improve on your time after each attempt? Why do you think this was the

case?

______________________________________________________________________________________________

______________________________________________________________________________________________

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6. How did you communicate during the task without being able to talk or see?

______________________________________________________________________________________________

______________________________________________________________________________________________

7. Describe how important teamwork was to completing this task.

______________________________________________________________________________________________

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ORIENTATION CHAPTER - REVIEW QUESTIONS

1. What will you achieve through this Certificate II in Business?

2. Besides being employed in the business industry how else could this course be

useful?

3. What is a business?

4. Are all businesses profitable? Explain.

5. Outline the five business structures outlined in this chapter.

6. Give three examples of businesses that run in Australia and categorise their structure.

For example, Subway is a franchise.

7. List three employment opportunities in the business industry.

8. Outline some of the work tasks and responsibilities of each of the following

occupations in the business industry:

a) Small business owner

b) Person in HR

c) Marketing

d) Entrepreneurs

e) Business development manager

9. Outline three desired employability skills for working in the business industry.

10. Suggest three ways to be an effective communicator.

11. Why is teamwork in the workplace so important?

12. What is initiative? Outline two ways to demonstrate initiative in the workplace.

13. Give an example of a person having initiative.

14. List three instances where you would use I.T equipment in the business industry.

15. How could you ensure that you are organised?

16. In a work environment why is planning so important?

17. What is problem solving?

18. Describe how problem solving should be approached.

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