BSBIND201

Work effectively in a business

environment
Learner Workbook
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Learner Workbook Activity answers

Complete the following activities individually.

Activity 1A
Estimated Time 25 Minutes
Objective To provide you with an opportunity to identify and read organisation's
requirements and responsibilities and seek advice from appropriate persons,
where necessary
1. What are organisational requirements?

Every organisation will have plans that will determine how it will progress into
the future. These are known as the organisational requirements. Together,
the management and staff will work to establish most of these requirements.
Other requirements will be imposed externally; for example, the legislation
that the organisation must follow.

2. Give three examples for each of the following organisational requirements:

 Access and Equity Policy

 Anti-discrimination policy
 Ethical standards
 Legal policy
 OHS policy

Access and Equity Policy

 Appropriate and respectful use of language, visuals and tone to clients
 Ensure that website and advertising materials are clear, meet accessibility
guidelines and cater to the multiple language options of client groups.
 Staff have a working knowledge of how to organise and implement
assistive listening systems
Anti-discrimination policy
 All individuals have the right to participate in the workforce irrespective of
their age, race/ethnicity, gender (including pregnancy),
 Anti-discrimination legislation is supported and administered by agencies
with the authority to investigate and resolve matters of alleged
discrimination.
 As not all complaints of discrimination are able to be resolved via internal
workplace processes, complainants have the right to lodge complaints
directly with the appropriate agencies, including the Anti-Discrimination
Board and/or the Australian Human Rights Commission.
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Ethical standards
 Justice is fairness. Nurses must be fair when they distribute care, Care must
be fairly, justly, and equitably distributed among a group of patients.
 Beneficence is doing good and the right thing for the patient.
 Nonmaleficence is doing no harm, as stated in the historical Hippocratic
Oath. Harm can be intentional or unintentional.
OHS policy
 Education and training needs
 Legal responsibilities
 Reporting and correcting safety problems

Legal policy
 Competition laws
 Consumer laws
 Product liability regulation
3. If seeking advice is necessary, who are the appropriate people you should
go to within an organisation?

◎ Colleagues
◎ External organisations
◎ Line management
◎ Supervisor
◎ Those who have the authority to adjust plans
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Activity 1B
Estimated Time 15 Minutes
Objective To provide you with an opportunity to develop and utilise a current working
knowledge and understanding of employee and employer rights and
responsibilities
1. Outline what rights you have as an employee.
◎ Protection from discrimination and sexual harassment
◎ Right to union representation. Unions can provide employees with support and
advice should they need it. When changes within the workplace are being
consulted, an employee has the right to be represented by a union

2. What responsibilities do employees have?

◎ Safety and care with respect to WHS
◎ Confidentiality and privacy of enterprise, client and colleague information
◎ Knowing the terms and conditions of own employment
◎ Obeying lawful orders
◎ Punctuality
◎ Attendance

3. Give examples of the rights of an employer.

Right to dismiss employees if employees:
o are negligent, careless or cause an accident
o commit a criminal offence
o commit acts of disloyalty such as revealing confidential informations

4. What responsibilities do employers have?

employers have under Australian law include:
◎Tax
◎Insurance
◎Superannuation
◎ Employment records.
◎ Responsibility of providing a safe environment free from discrimination and
sexual harassment (refer to relevant state/territory and commonwealth anti-
discrimination legislation)
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Activity 1C
Estimated Time 20 Minutes
Objective To provide you with an opportunity to comply with relevant duty of care, legal
responsibilities and organisational goals and objectives
1. What is duty of care?
Within an organisation, the primary responsibility of ensuring a safe workplace is
down to an employer. The duty of care for an employer is to provide employees
with a safe environment to work in. The duty of care for employee is to ensure
that they avoid carrying out any acts that are likely to cause harm.

2. What are employees’ responsibility to comply with duty of care within an

organisation?

Employees are responsible for their own health and safety as well
as that of other employees, customers and any visitors. If any risks are
identified that are likely to cause harm, employees must respond with
reasonable care. An employee is required to co-operate with their
employer in matters of health and safety.

3. What are organisational goals and objectives?

Organisational goals and objectives are important as they let employees know
what is expected of them.
Goals are broad whereas objectives are more specific and can be measured. An
objective can be described as a strategic step along the path to achieving a goal.

4. How might the goals and objectives of an organisation be implied?

They can be done by :

◎ Business planning
◎ Financial performance
◎ Flexibility, responsiveness
◎ Interpersonal communication
◎ Marketing and customer service
◎ Organisational values and behaviours
◎ People management
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Activity 1D
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify roles and responsibilities of
colleagues and immediate supervisors
1. What is an organisational structure?

The structure within an organisation refers to how the workers are organised and
how they relate to each other. It is a formal system that outlines who has
authority over whom and what the different roles are that workers should carry
out.

2. Why is a structure essential within an organisation?

Because it can help staffs to operate efficiently and do the target more
quickly. Organisational structures can also ensure that the people and
resources within the business are used in the best possible way. They will
determine how the roles and responsibilities are assigned, controlled and
coordinated and how information flows between the different levels of
management.

3. Identify the main roles and responsibilities of a supervisor.

The main role and responsibilities of a supervisor may include
managing:
◎ Self
◎ Others
◎ The work
◎ The system.
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Activity 1E
Estimated Time 15 Minutes
Objective To provide you with an opportunity to identify standards and values considered
detrimental to the organisation and communicate this through appropriate
channels
1. List five examples that are the standards and values of an organisation?

◎ Compliance with legislation

◎ Customer service
◎ Discrimination in the workplace
◎ Receiving gifts from suppliers and customers
◎ Giving gifts to customers

2. What could non-compliance of these standards and values lead to?

◎ Legal sanctions
◎ Penalties or fines
◎ Closure of the organisation
◎ Indirect costs
◎ Loss of customers or contracts.

3. How are these communicated within an organisation?

They could be written in the recruitment process, the employee handbook , and
tole by regular training to all staffs .
◎ In a workplace policy or procedure
◎ Using a company intranet
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Activity 1F
Estimated Time 15 Minutes
Objective To provide you with an opportunity to identify, recognise and follow behaviour
contributing to a safe work environment
1. Give examples of behaviour that contributes to a safe work environment.
◎ Sharing knowledge and skills
◎ Discussing and negotiating problems and tasks with other team members
◎ Identifying and reporting any risks or hazards
◎ Listening to the ideas and opinions of others in the team
◎ Solving problems as a team
◎ Using business equipment according
to guidelines.

2. What may this behaviour be influenced by?

◎ The environment of the organisation
◎ The attitude of the management
◎ The commitment of the management
◎ The nature of the task or job

3. Give a specific example of a time when you displayed a behaviour that

contributed to your organisation’s safe work environment.
I found a floor slip with water issue and do report to my manager last month.
They told me to do cleaning on the floor. My work colleagues have knowledge or
experience in areas I don’t and she shared it with me , which is beneficial to the
safety of the working environment.
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Activity 2A
Estimated Time 25 Minutes
Objective To provide you with an opportunity to display courteous and helpful manners at
all times
1. Why is teamwork important?

Because it allows all staffs to learn how to work together. Members within a
team bring their own experiences to a particular issue or project

Because it can help to create an effective finished product.

2. How can teams ensure they are working effectively?

◎ Communicate well
◎ Be willing to share ideas
◎ Bring together different points and ideas
◎ Be able to create a solution
◎ Know each other’s’ strengths and weaknesses
◎ Be supportive
◎ Understand their individual roles and responsibilities
◎ Execute tasks successfully
◎ Respect each other

3. Why should you display courteous and helpful manners when working as
part of a team?

Because good manners demonstrate a caring nature and can offer a bridge
between lifestyles and cultures. My team mates would not feel
uncomfortable being around me. I will do polite and help other colluages, use
correct language, and listen to them carefully.

4. Give examples of courteous and helpful manners.

◎ Be polite and helpful

◎ Pay attention to others
◎ Use appropriate language
◎ Listen attentively
◎ Respect others
◎ Be assertive
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Activity 2B
Estimated Time 20 Minutes
Objective To provide you with an opportunity to complete allocated tasks
1. When completing tasks, what are the basic things that you should do?
◎ Prioritise your tasks
◎ Set goals and deadlines
◎ Be organised
◎ Divide tasks between team members
◎ Stay focused on your task
◎ Be motivated
◎ Manage your time
◎ Don’t get distracted
◎ Help others if required
◎ Try and multitask

2. What should you remember to maintain when completing tasks?

◎ Adhere to WHS policies and procedures

◎ Follow directions from your supervisor or manager
◎ Maintain quality standards
◎ help each other as required
◎ Maintain ethical standards
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Activity 2C
Estimated Time 20 Minutes
Objective To provide you with an opportunity to seek assistance when difficulties arise
1. What difficulties may arise within teamwork?

◎ Poor communication

◎ Arguments

◎ Bad leadership

◎ Weak links.

2. How can you seek assistance when these difficulties arise?

◎ Ask supervisor

◎ Ask team leader.

◎ Ask an experience colleague

◎ Team members can help each other

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Activity 2D
Estimated Time 15 Minutes
Objective To provide you with an opportunity to use questioning techniques to clarify
instructions or responsibilities
1. Why is it important to clarify instructions and responsibilities within
teamwork?

Because It can make staffs to understand the meaning of what has been said and
can avoid any misunderstandings.

2. By asking questions, what can be achieved?

◎ Gather better information

◎ Learn more and help others to learn

◎ Build stronger relationships

◎ Manage people effectively

◎ Avoid misunderstandings

3. Give examples of the types of questions that can be used.

◎ Probing questions
◎ Leading questions
◎ Rhetorical questions
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Activity 2E
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify and display a non-discriminatory
attitude in all engagements with staff, management or clients
1. What is discrimination?

Discrimination is when a person is treated badly because the person is one of a

specific group.

2. Give examples of the things that people may discriminate against?

◎ Sexuality
◎ Family responsibilities
◎ Gender
◎ Age
◎ Race
◎ Religion
◎ Impairment
◎ Political belief
◎ Relationship status

3. What is direct discrimination?

Direct discrimination is when a person is treated less favourably on the basis of a

specific attribute of theirs in comparison to how a person without this attribute
would be treated under the same condition.

4. What is indirect discrimination?

Indirect discrimination happened when there is a specific requirement that

applies generally, but it is unreasonable and disadvantages a particular group of
people

5. Describe how you can display a non-discriminatory attitude.

I have considered my language and my action to others such as colleagues and

client in a non discriminatory manner at workplace .
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Activity 3A
Estimated Time 15 Minutes
Objective To provide you with an opportunity to identify work and personal priorities and
achieve a work/life balance
1. What are work and personal priorities?
◎ Work/life balance and other commitments, including:
school/homework
home/family/parties/friends
other jobs
◎ Culture
◎ Disability
2. What can you do to help to balance your priorities?
I can do a good time management included:
◎ Establish priorities
◎ Be realistic
◎ Create lists of goals and deadlines
◎ Have clear boundaries
◎ Keep on top of your calendar
◎ Use your strengths
◎ Involve your family in work decisions
◎ Make change

3. What is burnout?

Burnout is a failure to create a balance between work and personal priorities .

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Activity 3B
Estimated Time 15 Minutes
Objective To provide you with an opportunity to apply time management strategies to
work duties
1. Why is time management important?

This allows more to be achieved and can enhance your career. Your job can
become more rewarding and enjoyable if you practice effective time
management.

2. What will the appropriate time management strategy depend on?

It depends on the personality, ability to self-motivate and level of self-discipline.

3. Give examples of time management strategies.

◎ Creating lists of priorities

◎ Keeping a time log

◎ Using a planning tool

◎ Scheduling

◎ Delegating

4. Outline ways in which you use time management strategies within your
work.

I will use a ‘to do’ list

I will use a planning tool such as notebook and calendar and time log
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Activity 3C
Estimated Time 25 Minutes
Objective To provide you with an opportunity to observe appropriate dress and behaviour
as required by job role
1. What must an employer ensure when creating a dress code?

They have to make sure

◎ Avoid any form of discrimination/ Apply equal dress codes to men and women

/ Make reasonable adjustments for disabled employees/ to remember that

decisions that are made for health and safety reasons are acceptable.

2. Give examples of appropriate dress for the workplace.

◎ Wearing any suitable safety clothing
◎ Having clean and dry hair
◎ Wearing clothes that fit
◎ Wearing well-kept shoes
◎ Choosing colours carefully
◎ Carrying an appropriate bag
◎ Not wearing strong perfume or cologne
◎ Keeping jewellery minimal
◎ Not showing too much flesh
◎ Keeping facial hair trimmed

3. Give examples of appropriate behaviour.

◎ Being willing
◎ Having a positive attitude for others
◎ Being punctual
◎ Taking responsibility
◎ Maintaining good attendance
◎ Being honest
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4. Give examples of inappropriate behaviour.

◎ Maxing sexual gestures
◎ Refusing to do workplace activities
◎ Refusing to follow direction
◎ Having bad manners for others
◎ Inconsiderate actions
◎ Being critical

◎ Being rude or abrupt

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Summative Assessments answer guide

Section A: Skills Activity

You are a HR and Admin supervisor in ABC company. There are several organisational
requirements in the company, including Duty of care, Anti-discrimination policy and Dress code as
below:

Duty Of Care
The HR and Admin department, on behalf of ABC company, has the primary responsibility to
provide employees with a safe and convenient environment to work in. And employees must also
comply with the relevant requirements of the company and avoid carrying out any acts that are
likely to cause harm.

Anti-Discrimination Policy
ABC company employ an Anti-Discrimination Policy that anyone under any case would not use
offensive words or gestures which may cause discomfort to other employees. Communications
should always be polite and use appropriate language.

Dress Code
Semi-formal is best, Casual dresses are acceptable. Avoid colourful clothing and slippers.

One day, two employees, sales consultant John and Admin officer Emma, come to you
simultaneously and put a finger towards each other. Here are their statements:

John’s Statement
Emma holds a discrimination attitude to me. She always finds troubles for me and one time she
even called me ‘Mr Whatever’ in email! Please ask her to stop these behaviours. She did not do
her own job properly in the first place. There is always short of drinking water supply in the office
and Emma usually leaves earlier recently.

Emma’s Statement
John just doesn’t follow the company’s legislation and requirements! He always wears slippers to
work, ignoring all the reminders from me. One time I even found him smoking in a Smoke-Free
area. I don’t know what to do.

Under this scenario, please answer question 1 – 6.

Seek assistance from your assessor when necessary.

1. Complying with organisational requirements, which legislation did John breach and how did he
breach?
Dress code -Semi-formal is best, Casual dresses are acceptable. Avoid colourful clothing and slippers.
John wears slippers while working and does smoking in prohibited areas.

2. Complying with organisational requirements, which legislation did Emma breach and how did
she breach?
Anti-Discrimination Policy included that anyone under any case would not use offensive words or
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gestures which may cause discomfort to other employees.

She is not polite to John and use unappropriate language in the email.

3. After inquiring with Emma, you find out that Emma has to leave earlier in recent days because
she had to pick up her daughter after school. Give two suggestions to Emma to help her achieve
work/life balance.

When trying to balance work and personal priorities, an individual should try and be flexible as
priorities will continuously change and to maintain a balance requires organisation and discipline.
Ways to help maintain a balance include:
 Establish priorities or she could do part time job rather than full time job because she has to
leave ealier.
 Be realistic-she could try to find other flexible time job.

4. List three difficulties that raised within teamwork between John and Emma.
They have issue on
◎ communication
◎ Arguments
◎ links

5. In order to solve these difficulties, list two communication principles that you would apply when
communicating with John and Emma. And which legislation would you apply?
 Discussing and negotiating problems and tasks with other team members
Communicating with other team members within your organisation can eliminate confusion and can
help to obtain a healthy and happy workplace
 Listening to the ideas and opinions of others in the team
When discussing and negotiating with other team members, it is important that you also listen to
their ideas and opinions. They should trust and respect each other and should consider what each
other has to say. I will apply the Communications Policy such as Clear, consistent and equitable
communication within the organisation is essential for effective operations.
The standards and values that are considered to be detrimental to the organisation should be
communicated through the appropriate channels to avoid any ambiguity. It is important that an
organisation communicates their values with all employees in an effective way.

6. Below is the email that Emma sent to John and made him very angry, re-write it to meet
organisational requirements, especially Duty Of Care and Anti-Discrimination Policy.

Mr Whatever,

Can you stop wearing the slippers to the company anymore? Are you aware that it’s against our
Dress Code? Follow the rules and dress properly to the company.

Emma

Dear John,
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I am writing to make you to understand that the Duty of Care and Anti-Discrimination Policy should
be followed because your dress code is not suitable for the requirements of our organization. The
rules are following: Semi-formal is best and casual dresses are acceptable. It is important to avoid
colourful clothing and slippers.

Yours Faithfully
Emma