Y.E.S.

PROGRAM
ONLINE TRAINING
LEARNER GUIDE

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 WORKPLACE READINESS
Hallo! And welcome to our Workplace Readiness Program!

We are super-excited to take you on this journey with us. We have written this program
especially with you in mind, to help you navigate the challenges of the workplace, to
give you a bigger chance at success in the workplace, and life in general. It will equip
you with the necessary skills to be an awesome employee, co-worker and a well-
rounded professional.

Building and maintaining relationships at the workplace is critical to your success and
growth within any organisation. During this course we will teach you how to become
the best that you can be by training and coaching you. In this way you will achieve
success at the workplace.
We would like you to keep this guide at hand in the office. Read through it from time
to time to familiarise yourself with the content.

We have included a practical component at the end of each module to help you with
the learning process. Research has shown that we learn better by doing activities and
not only through listening alone.

Please do not feel overwhelmed, we are all in this together. Enjoy the journey. Make
it your own. And above all, have fun!

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CONTENTS

INTRODUCTION .................................................................................................................................. 4
DAY 1: KNOWING YOURSELF ........................................................................................................ 5
DAY 2: PROFESSIONAL APPEARANCE .................................................................................... 17
DAY 3 PROFESSIONAL CONDUCT ............................................................................................. 24
DAY 4: EFFECTIVE COMMUNICATION ...................................................................................... 32
DAY 5: BE AN AMAZING CO-WORKER...................................................................................... 38
DAY 6: TIME MANAGEMENT SKILLS ......................................................................................... 47
DAY 7: THE COMPANY CODE OF CONDUCT........................................................................... 51
DAY 8: AWESOME CLIENT SERVICE ......................................................................................... 57
DAY 9: TECHNO ETIQUETTE ........................................................................................................ 62
DAY 10: THE INTERVIEW ............................................................................................................... 68
CONCLUSION.................................................................................................................................... 71
SUMMARY .......................................................................................................................................... 73

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 INTRODUCTION

The business environment and how it differs from our social

environment
How do you behave at home? With your friends? At the movies, theatre or a sports
game?

Our off-duty self is who we are when we are not working. We are more relaxed.
Sometimes we are alone and sometimes with family and friends. We might look and
behave a bit different than when we are not in a work setting. How? Our dress code
are more casual and relaxed; maybe we walk barefoot or with flip-flops. In fact, we can
basically wear just what we want at home!

Our on-duty self are the one who functions at work and in public. We all have different
roles that we play, depending on the situation and the environment we are in. It forms
a part of our impression-management, how we want other people to see us. We all
change our approach and image depending on the people we meet and what we feel
is expected from us.

Advantage of good business etiquette

Good business etiquette builds authentic relationships that are positive and lasting. It
shows respect for yourself and for other people. It shows your character.

Good business etiquette is vital to maintaining and advancing your career. It is about
presenting yourself in a way that makes your clients and colleagues take you seriously,
being comfortable around people and making other people feel comfortable around
you.

For two people with a comparable level of education and skill, what separates them
when it comes to success is their ability to connect with others, engage in conversation
and communicate their true potential to decision makers. In other words, what
separates these two people and determines their success is their level of social skill
in business.

Remember:
you in your office
environment might not work for someone else.

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 DAY 1: KNOWING YOURSELF
Who are you?
Who are you? Sounds like an easy question to answer, but it is not! Here are some
examples:

Knowing yourself means knowing and respecting your:

strengths and weaknesses,

passions and fears,
desires and dreams,
thoughts and feelings,
likes and dislikes.

Knowing yourself is important. Why?

If we know who we are, we understand our behaviour better.

If we know who we are, we can make important life decisions accordingly.
It can help you:

choose a career that might be a good match for your personality

understand others
understand your own behaviour
communicate better with others
work more cooperatively in groups with others
manage people better in a work situation
appreciate individual differences

Personality types
Personality is made up of the thoughts, feelings, and behaviours that make a person
unique. It remains fairly consistent throughout life.

What is your personality type?

L Myers Briggs Type Indicator (MBTI) test

not
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preferences.
type is better than another.

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Which side do you think more accurately describes you? Write the letter in the box at
the end of each pair.

Orientation to the World E or I

Extraversion Introversion
Focus on the outer world of people and Internal focus on ideas, memories, or
things emotion
Receive energy from interacting with Receive energy from reflecting on
people thoughts
Energized by taking action; active Prefer communicating in writing (over
Prefer communicating by talking (over talking)
writing) Learn best by having time alone to
Work out ideas by talking them through process
Learn best through Prefer working in quiet environments
sharing/doing/discussing Able to focus on one project at length
Have broad interests Known to be reflective, quiet, private, or
deep

Preference for Taking in Information S or N

Sensing iNtuition
Focus on the present; what is Focus on future; possibilities and
happening now potential
Prefer real/concrete/tangible See the big picture, connections, or
information patterns
Attentive to details, specifics, and facts Remember specifics when part of a
Enjoy tasks with an orderly, sequential pattern
format Imaginative and creative
Like having five senses engaged while Bored by routine and sequential tasks
working Like solving problems and developing
Work at a steady pace and have new skills
stamina Have bursts of energy rather than
Known to be practical, steady, and stamina
orderly

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Preference for Making Decisions (Judging) T or F
Thinking Feeling
Examine logical consequences of Base decisions on subjective values
decisions Enjoy appreciating and supporting
Objectively weigh the pros and cons others
Base decisions on impersonal analysis Actively look for qualities to praise in
and logic others
Energized by problem solving and Value and create harmonious
critiquing environments
Seek standard principles to apply Honour each person as a unique
uniformly individual
Look for cause/effect relationships in Assess impacts of decisions on others
data Work best in supportive, encouraging
Consider feelings when presented as settings
facts

Preference for Either Taking In Information or Making Decisions

J or P

Judging
Prefer to make decisions with
information
Make decisions as soon as possible
Enjoy having closure; like things settled
Plan and organise their world
Like roles and expectations to be clear
Enjoy getting things done/being
productive
Plan ahead to avoid last minute
stresses
Perceiving
Prefer to take in information and
understand
Keep things open-ended as long as
possible
Seek to experience and live life; not
control it
Open to new options and last-minute
changes
Enjoy starting projects but often never
finish
Able to adapt; flexible
Energized by last minute pressures

Write down your code:

MY CODE

____________________________

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Suggested careers for Myers-Briggs type
The following list is made up of recommended careers. This list is not a list of the "only
jobs you can do", but simply a guide to which career utilizes the natural talents of each
type.

ESTJ - Military, business administrators, managers, police/detective work, judges, financial

officers, teachers, sales representatives, government workers, insurance agents,
underwriters, nursing administrators, trade and technical teachers. Natural leaders, they
work best when they are in charge and enforcing the rules.

ISTJ - Business executives, administrators and managers, accountants, police, detectives,

judges, lawyers, medical doctors, dentists, computer programmers, systems analysts,
computer specialists, auditors, electricians, math teachers, mechanical engineers,
steelworkers, technicians. Similar to the ESTJ, they have a knack for detail and
memorization, but work more behind the scenes instead of up front as a leader.

ESFJ - Home economics, nursing, teaching, administrators, child care, family practice
physician, clergy, office managers, counselors, social workers, bookkeeping, accounting,
secretaries, organization leaders, dental assistants, radiological technologists, receptionists,
religious educators, speech pathologists. They do best in jobs where they can apply their
natural warmth at building relationships with other people.

ISFJ - Interior decorators, designers, nurses, administrators, managers, secretaries, child

care/early childhood development, social work, counsellors, paralegals, clergy, office
managers, shopkeepers, bookkeepers, gardeners, clerical supervisors, curators, family
practice physicians, health service workers, librarians, medical technologists, typists.
Tradition-oriented and down-to-earth, they do best in jobs where they can help people
achieve their goals, or where structure is needed.

ESTP - Sales representatives, marketers, police, detectives, paramedics, medical technicians,

computer technicians, computer technical support, entrepreneurs, comedians, agents,
firefighters, military, auditors, carpenters, craft workers, farmers, labourers, service workers,
transportation operatives. They have a gift for reacting to and solving immediate
problems, and persuading other people.

ISTP - Police, detectives, forensic pathologists, computer programmers, system analysts,

computer specialists, engineers, carpenters, mechanics, pilots, drivers, athletes,
entrepreneurs, firefighters, paramedics, construction workers, dental hygienists, electrical
engineers, farmers, military, probation officers, steelworkers, transportation operatives. With
the ability to stay calm under pressure, they excel in any job which requires immediate
action.

ESFP - Actors, painters, comedians, sales representatives, teachers, counsellors, social

workers, child care, fashion designers, interior decorators, consultants, photographers,
musicians, human resources managers, clerical supervisors, coaches, factory supervisors,
food service workers, receptionists, recreation workers, religious educators, respiratory
therapists. Optimistic and fun-loving, their enthusiasm is great for motivating others.

ISFP - Artists, musicians, composers, designers, child care workers, social workers,
counsellors, teachers, veterinarians, forest rangers, bookkeepers, carpenters, personal
service workers, clerical supervisors, secretaries, dental and medical staffers, waiters and
waitresses, chefs, nurses, mechanics, physical therapists, x-ray technicians. They tend to do
well in the arts, as well as helping others and working with people.

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ENFJ - Teachers, consultants, psychiatrists, social workers, counsellors, clergy, sales
representative, human resources, managers, events coordinators, politicians, diplomats,
writers, actors, designers, musicians,
religious workers, writers. They have a gift of encouraging others actualize themselves,
and provide excellent leadership.

INFJ - Counsellors, clergy, missionaries, teachers, medical doctors, dentists, chiropractors,

psychologists, psychiatrists, writers, musicians, artists, psychics, photographers, child care
workers, education consultants, librarians, marketers, scientists, social workers. Blessed with
an idealistic vision, they do best when they seek to make that vision a reality.

ENFP - Actors, journalists, writers, musicians, painters, consultants, psychologists,

psychiatrists, entrepreneurs, teachers, counsellors, politicians, television reporters,
marketers, scientists, sales representatives, artists, clergy, public relations, social scientists,
social workers. Very creative and fun-loving, they excel at careers which allow them to
express their ideas and spontaneity.

INFP - Writers, artists, counsellors, social workers, English teachers, fine arts teachers, child
care workers, clergy, missionaries, psychologists, psychiatrists, scientists, political activists,
editors, education consultants, journalists, religious educators, social scientists. Driven by a
strong sense of personal values, they are also highly creative and can offer support
from behind the scenes.

ENTJ - Business executives, CEOs, organization founders, business administrators,

managers, entrepreneurs, judges, lawyers, computer consultants, university professors,
politicians, credit investigators, labor relations worker, marketing department manager,
mortgage banker, systems analysts, scientists. They are born to lead and can steer the
organization towards their vision, using their excellent organizing and understanding
of what needs to get done.

INTJ - Scientists, engineers, professors, teachers, medical doctors, dentists, corporate

strategists, organization founders, business administrators, managers, military, lawyers,
judges, computer programmers, system analysts, computer specialists, psychologists,
photographers, research department managers, researchers, university instructors. They
have a particular skill at grasping difficult, complex concepts and building strategies.

ENTP - Entrepreneurs, lawyers, psychologists, photographers, consultants, sales

representatives, actors, engineers, scientists, inventors, marketers, computer programmers,
comedians, computer analysts, credit investigators, journalists, psychiatrists, public relations,
designers, writers, artists, musicians, politicians. Very freedom-oriented, they need a career
which allows them to act independent and express their creativity and insight.

INTP - Physicists, chemists, biologists, photographers, strategic planners, mathematicians,

university professors, computer programmers, computer animators, technical writers,
engineers, lawyers, forensic researchers, writers, artists, psychologists, social scientists,
systems analysts, researchers, surveyors. Highly analytical, they can discover
connections between two seemingly unrelated things, and work best when allowed to
use their imagination and critical thinking.

https://www.iccb.org/iccb/wp-
content/pdfs/adulted/tdl_bridge_curriculum/tdl_career_awareness/tdl_career_aware_resource_file/Suggested_Careers_for_MBTI.pdf

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Values
What are values?

When we think of our values, we think of what is important to us in our lives. It could
be security, independence, wisdom, success etc.

Each of us has a few values with varying degrees of importance, for some people a
certain value might be very important, but unimportant to another person. Our values
are ordered by importance relative to one another.

Values are beliefs that are tied to emotion, not objective ideas. It is goals that people
want to attain. Values guide the selection or evaluation of actions, policies, people,
and events.

Some definitions:

Principles or standards of behaviour; one's judgement of what is important in life.

Important and lasting beliefs or ideals shared by the members of a culture about
what is good or bad and desirable or undesirable.

Values have major influence on a person's behaviour and attitude.

Key words

1. Morals: Morals are a set of rules or mode of conduct on which society is based
2. Ethics: Accepted beliefs that govern how we think and act.
3. Values: Values are what really matter to us most what we care about.
4. Integrity: Doing the right thing when no-one is watching.
5. Character: Having high morals, will act morally in all situations by choice, not force.
6. Laws: The law is a series of rules and regulations designed to protect people

How do they interact?

Our morals, ethics, the values we hold, our integrity, character and the laws of the land
determine our behaviour.

Our values determine how we behave.

Core values are the fundamental beliefs of a person or organisation
Some common business values are fairness, innovation and community involvement.

Sources of values: how is it formed?

Sources of values: parents, teachers, friends, social media, movies, church,

colleagues. Anyone or anything we come in contact with during our lifetime.

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 Examples of values

Meaningful work Love Curiosity Humour Competency

Peace Faith Balance Loyalty Optimism

Contribution Openness Determination Influence Knowledge

Responsibility Fame Learning Community Service

Perseverance Pleasure Beauty Inner harmony Boldness

Success Friendships Authority Harmony Achievement

Religion Compassion Kindness Justice Citizenship

Vision Autonomy Challenge Happiness Adventure

Honesty Reputation Wealth Leadership Respect

Spiritualty Popularity Growth Recognition Fun

Fairness Security Authenticity Trustworthiness Wisdom

Ambition Flexible Faithfulness Order Personal growth

Freedom Self-control Sincerity Caring Positive outlook

Self-discipline Tolerance Creativity Encouraging Relationships

Read through the list.

Circle the top 10 values that are important to you
Then reduce the top 10 values to 5
Write it down here:

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

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Personal and business ethics
Our actions affect not only ourselves, but also those around us. Ethical behaviour is
as important in the workplace as in our personal lives.
Many of our professional decisions involve ethics. If we tell a lie, we can lose
material or workmanship, we can jeopardise
the safety of others.

What is ethical behaviour?

It is acting in a way that society and individuals think are good.

It upholds certain values such as honesty, integrity, fairness, respect.
Ethical behaviour respects the dignity, diversity and rights of individuals and groups.
Laws and society defines ethical rules and organisations need to conform to it.

For example: Professional people such as doctors, attorneys and accountants provide
services that affect our welfare in a certain way, they have professional codes of ethics
that guide professional standards for behaviour.

This include:
An attorney or doctor maintaining client-patient confidentiality
An accountant not using client information for personal gain

Ethical diversity

Ethical diversity is the variety of differences that exist between people in an

organisation.

It includes:

race,
age,
gender,
education,
background,
personality and
religion

Why does ethical diversity exist in an organisation?

People differ, the way they see things, act and think. Their actions will also be
different.

A few examples:

Some employees believe it is ethically right to use the time clock closest to the
ight to use the one at your
assigned work area.

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 Some managers believe it is ethically right to give raises to all employees uniformly
if money is tight, others believe it is ethically right to give performance- based
raises.
Some managers believe it is ethically right to focus only on performance
evaluations when conducting layoffs, while others believe it is ethically right to
consider the personal considerations of the employees.
Some executives believe it is ethically right to have surveillance cameras at work,
others believe one should limit surveillance (infringement on privacy).

Ethical behaviour in the workplace

Ethical behaviour that is found in the workplace is applicable to all aspects

of business conduct. It is relevant to the conduct of individuals and the organisation.
Doing the right things the right ways by following policies and procedures. Every
business in every industry has certain guidelines that employees must adhere to. This
guidelines can be found in the Code of Conduct.

The importance of ethics in business

Ethics concern an individual's moral judgements about right and wrong. Employees
must decide for themselves what they think is the right course of action.
Unethical behaviour could damage a firm's reputation and profits could fall as a result.
A written Code of Ethics should lay out the standards of professional conduct that is
expected of employees.
Ethics are not only a guide to making decisions, but also the criteria the public judge
you on. In business, this is critical, because how people see you and your company is

your business will suffer.

It is important in the workplace because it helps to:

keep order in the organisation,
ensuring that it runs smoothly and
remains profitable.

Examples:

Employees face ethical dilemmas regularly in the workplace.

They might be tempted to:

leave work early,
take credit for the work of others or
lie to a client.

The reasons for having high ethical standards include:

1. A higher moral within your employees and the organization

2. It helps to attract new customers
3. It builds higher customer loyalty
4.
5. It helps to make a positive impact on the community

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What are the Sources of an Organization's Code of Ethics?

1. Business Owner
The business owner is a main source for an organizational code of ethics, since they
are responsible for all aspects of the business.

2. Society or Culture
A business code of ethics may be created that is based on the current societal or
cultural beliefs of the country in which the company is based. Different countries have
different understandings of business ethics or morals and an organisation may adopt
these values as the main source of its code of ethics in order to maintain societal
norms.

3. Religion
There are numerous religions followed by people and each religion talk about the
nature of right and wrong in business as well as in each walk of life. Religion forms the
basis of an individual and is deeply rooted in his behaviours. Fair and unfair, good and
bad and the consequences of these actions. Every religion gives an expression of
what is wrong and right in business and other walks of life.

4. The Legal System

Law is the code of conduct formulated by the legal system and is to be followed by an
individual to respect the societal interest. These are the strict rules and procedures
that every business should abide by to conform to the ethical behaviour of each.
Society expects the business to abide by the law.
Ethical business practices are not necessarily the most profitable methods in the short
term, but they are essential for long-term organisational survival.

Good Workplace Ethics

Staying productive
Be accountable for your actions
Take initiative
Think critically to be able to solve problems
Be punctual
Stay positive
Stay professional
Take pride in your work
Immediately attempting to correct an issue
Set the example

Benefits of Good Ethics in the Workplace

Loyalty
Desirable work environment
Produce results
Good office morale
Growth and expansion
Recognition

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Examples of poor ethics at work

Illegal practices
Stealing
Abusing confidentiality agreements
Falsifying information
Making decisions for your own personal gain
Abusing computer privileges
Blackmail
Lying
Bribes

Common reasons for Unethical behaviour

Pressure
Some people are unsure about what really the right thing is to do.
Self-interest, personal gain, ambition, greed
Misguided loyalty
Do not care, do not know
Rationalisation by the Wrongdoer

Consequences of Poor Ethics in the Workplace

Stricter rules
Fewer privileges
An undesirable work environment
Stunts growth and productivity
Causes a domino effect among other colleagues
Potential job loss
Potential closing of the organization

Personal branding
A personal brand is who you are, what you represent as an individual. It is what you
are known for and what people seek you out for, your skills and experiences. It is how
you are perceived in the eyes of your colleagues and customers. It is how people that
you know, describe you. (Word of mouth).

If it is positive, it is the best sales tool you can have.

It it is negative it can be a big hindrance to your success.

A personal brand is something you're constantly building. Whether you're a full-time

employee, independent freelancer or business owner, your personal brand speaks
before you.

Every interaction that we have with others can build our reputation or not.

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Ingredients of a positive personal brand

Appearance, it conveys competence, respect

Behaviour and Attitude: respecting people, offering help, a can-do attitude
Communication: are we communicating a consistent message? We need a
consistent message so colleagues, managers and clients can understand what we
can deliver for them in products or services.
Core competencies
Personality or character
Work ethic. Are you a team player, do you meet deadlines, doing high quality work,
give credit if due.
How you differentiate yourself; what makes you special and stand out

Effective personal branding will differentiate you from other professionals in your field.
Be intentional about the brand you want to portray.

The benefits of a personal brand

1. Career success: promoted, new business

2. Life success
3. To help yourself grow your own successes.
4. It is a step in working towards your goals
5. How people think of you

And, you
may not like what it is.

How to build a personal brand

Ask people to use three words to describe you. Choose three of those words that best
describe who you are. Those words need to be positive, credible and authentic. The
three words form the basis of your brand core or brand essence.

How to manage your personal brand

1. Be clear about the image you intend to project

2. Your brand message is consistent across all platforms (social media)
3. Back up statements with proof
4. the death knell of any brand

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 DAY 2: PROFESSIONAL APPEARANCE

Dressing well will not only increase your self-confidence but it will also impress
your managers, co-workers and clients.

A professional appearance are important to gain respect in the workplace. The

way you look and carry yourself creates an impression on the people you work
alongside.

What is a first impression?

A first impression is an event when one person first encounters another person and
forms a mental image of that person. Our first impressions are formed by raw
perceptions sight, smell, posture, body language, tone of voice.
Each time we meet new people, we have an opportunity to create a first impression.
A professor at a well-known university greets his students at the beginning of each
year wearing a jacket and tie.
e year he teaches
class in his usual, more informal clothes, he presents a different image in the first
week.
He believes that by looking professional at the beginning of the year, will carry over
through the rest of the year and that students will remember their first encounter with
him positively and that will in turn prime them to respect him as an authority and
competent person.
First impressions do matter but substance has the final word. Think of Albert Einstein.
The first time you saw him, your impression of him would probably be negative. But
we know he was a genius.
But that is the problem: few of us are Einsteins and we often do not get the chance to
rectify a negative first impression.
If what others think of you matters, and it does in a business setting, then pay attention
to how others see you the first time you meet.
But just as important, pay attention as to how your first impression may prejudice you
against someone else.
How fast do we form a first impression?

Our brain makes a judgement within a tenth of a second (a few milliseconds) when it
sees a new face. Before there has been any time for reflection or time to think about
it, we decide if the person is attractive or unattractive, friendly or hostile.

After the initial snap judgement we make, we take another seven to twelve seconds to
look at the person and complete our first impression.

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How many words do you say in seven seconds?

Susan. It is so nice to meet you. That took about four seconds. Only three seconds

some overwhelmingly positive first impression?

The truth is: probably not a whole lot.
In this short time, the other person forms an opinion about you based on your
appearance, your body language, your demeanour, your mannerisms, and how you
are dressed.
To summarise:

Within a tenth of a second (a few milliseconds) we decide if the other person is

competent, trustworthy or likeable.

The next 7 12 seconds we decide the following:

Physical beauty Healthy

Dressing smartly Successful/important
Eye contact Intelligent
Speaking faster More competent
Straight posture More competent, focused
Multiple facial piercings More creative but less intelligent
More makeup More feminine, more attractive
Stylish shoes More wealthy

Why do we form first impressions?

This ability that we have is linked to our instinct for self-preservation (is it safe or not).
Is this person that we are seeing for the first time a friend or enemy, threat or ally?
Can we trust this person?
We scan the world for threats, and facial expressions are a primary way of doing so.
Our brains are wired to do that in a very short time.

So if someone is frowning or looks threatening, w Or

watch out and run away!

Is a first impression always accurate and should we trust it?

Is the first impression we give always accurate? Yes and No.

Yes
Surprisingly, first impressions are often accurate at least to perceived
trustworthiness and competence. This makes sense from an evolutionary
perspective. When you meet a stranger, you need to assess their intentions

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(trustworthiness) and their ability to carry out those intentions (competence, or
strength).
No
There are two reasons why first impressions can be wrong:
First, cultural differences of any sort can invalidate first impressions.
Second, the accuracy of the impression varies. Conmen can still con you. And we can
be wrong in our initial first impression.
Why are first impressions so important?

First impressions could greatly influence how people are treated and viewed in many
contexts of everyday life: personal or at work.
With every new encounter, you are evaluated and yet another person's impression of
you is formed. These first impression can be nearly impossible to reverse or undo,
making those first encounters extremely important, for they set the tone for all the
relationships that follows.
First impressions are important if you want to build a relationship of lasting trust. And
it is easier to build trust if you start off on the right foot. A first impression is very hard
to undo, it sets the tone for future interactions, which is why it will be easier for you if
you get it right the first time. A positive first impression can give you the opportunity
to build long-term business relationships, but your inability to do so can end business
before it begins.

Remember you don't get a second chance to make a first impression.

Dress code dressing for success

Think about how a lawyer dress and how a creative in the advertising agency dresses.
A company dress code is a set of standards that help provide their employees with
guidance about what is appropriate to wear to work. Dress codes range from formal
to business casual to casual.
The formality of the workplace dress code is normally determined by the industry, and
whether the employee have interaction with customers or clients on sight.
A more casual dress code is normally adopted for employees with no customer or
client contact, whereas interaction with customers or clients would require more formal
business attire.
Depending on the organisation, the dress code may be written in great detail, or in the
case of a casual dress code, very little detail is necessary. Over the years, employees
have seen a shift towards a more casual dress standard, even in industries that were
previously very formal. Even if your company has no dress code, you still need an
internal one. Sloppy is never appropriate.

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In some professions, dress codes are so strict, it is called uniforms. Think about
nurses, policemen and firemen. In other jobs, dress codes are important because you
are representing the company.
A good rule to remember: do not push the limits. If your dress code allows sleeveless
shirts, don't push it to spaghetti straps.
A good guide is to look at a senior person of your gender and use that person as a
guide. If the VP wouldn't wear a mini skirt, you probably shouldn't either.
Reasons why people dress differently
Personality
Culture
Religion
Socio-Economic status
Level of Confidence
Wearing the appropriate clothes at work
Clothing sends messages about you fairly or unfairly to your customers, clients,
bosses, company executives, and co-workers. People do judge you by your
appearance.
When you first enter or are in the business world, you must know how to dress
appropriately for any given situation. What you wear for an interview or career fair is
likely to differ from your day-to-day business attire. Most businesses provide their
employees with dress code policies to give guidance on what type of clothing is
allowed and prohibited on professional and casual dress days.
1. A professional appearance gives a sense of trust.
2. It shows organisation It shows that you have your stuff together, organised and
prepared.
3. It affects your reputation People are judged on their appearance.
4. It builds confidence You will feel good about yourself and you will behave more
confident
The five types of corporate dress codes
1. Business Formal
2. Business Professional
3. Business Casual
4. Casual
5. Uniform
What determines the type of dress code?
1. The industry
2. Interaction with customers or clients.
3. The Company Dress code
4. If employees need to wear uniforms

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General dress tips. Do not wear the following:
1. Anything too tight
2. Sheer Clothing
3. Visible Panty Lines, inappropriate underwear
4. Fishnet Tights
5. Being Too Revealing. Plunging necklines and cut-off shorts
6. White socks. Unless you are Michael Jackson.
7. on your bum, bosom or anywhere! Especially if it is offensive to
anyone
8. Flip-Flops. You are not at the beach. Or on vacation.
9. Active wear. You are not at the gym.
10. Leggings or jeggings with short tops.
11. Wrinkled clothing
12. Torn, dirty, frayed clothing
13. Avoid ankle socks with slacks.
14. Shoes: keep it clean, not old and dirty
15. Ties that are too short
16. Pants that are too short and belts worn too high or low

Dress down Fridays

Dress down days are usually on Fridays. Unfortunately some people have taken
casual Friday to extremes. Remember, you are still at work and still representing your
employer to the public. Keep it cool and awesome.

Grooming
Good grooming means practicing good hygiene techniques. Good grooming includes
showering and having neat hair and clean, trimmed fingernails, brushed teeth and
clean clothes.
The elements of grooming
It is your jewellery, handbag, shoes, perfume, hairstyle, sunglasses, facial hair (men),
make-up, cleanliness
Why is good grooming important in a work setting?
1. Good grooming is an important part of looking good.
2. Good grooming shows other people that you are organised and in control.
3. Grooming gives you self-confidence.
4. Grooming gives you a positive self-image.
Some tips
Do wear perfume, but no strong perfume/cologne/aftershave. People do not want
to smell you from three offices away.
Wear deodorant. Especially in summer. Again, people do not want to smell you
from three offices away.
Get regular manicures and pedicures. Dirty fingernails is a no-no. Also scruffy
heels.

21
 Wet Hair do not arrive at work with hair that is wet. It shows that you are not
organised.
Don't over-accessorize. It is distracting. Make your jewellery work for you.
Your jewellery shouldn't make noise. It could be distracting.
Wear glasses and sunglasses that fit.
Your bag: do not overstuff it. It should not be too big. You will look unorganised.
Men: facial hair shouldn't overwhelm your face. Trim your beard and keep it clean
Ladies: waxes and bleaching goes a long way.
Ladies: keep make-up simple and professional.
Keep hair clean, neat and appropriate for work.
Bad breath is a no-no. Brush 2 x per day and floss 1 x per day. Ask someone you
trust if you have bad breath. Make an appointment with your dentist for a scale and
polish regularly.
Do not expose your tattoo, or body piercing if at all possible, depending on the
industry you work in.
Use common sense when grooming and remember: Never groom where someone
can see (or hear) you!

Building a basic wardrobe

We are all busy. We do not have time to stand in front of our closet every morning,
trying to put together an outfit that will be stylish, comfortable and appropriate. As
anyone who works in an office knows, figuring out a different outfit for every day of the
week is quite challenging.

The irony is that 61% of office workers struggle to find something to wear for work but
on average 28% of the clothing in our closet have never been worn in the past year.

With this in mind, we have to invest wisely in our wardrobe by buying versatile clothing.
We need to take into account two things when buying work clothes:

1. The dress code at work.

2. Our budget.

It is not always so easy to know what to wear. Jeans and a T-shirt might be acceptable
in your relaxed

The remedy to wardrobe panic particularly when it comes to professional clothes is

to develop a work uniform. The idea is to create a set of go-to outfits that you can wear
day after day. It allows you to skip the thought process about what to wear, because
n of the same outfit every single day.

Below are some suggestions to buy for a basic work wardrobe:

22
Buy clothes in basic neutral colours

The following colours (and their tints and shades) fall into the category of basic neutral
colours:

black
grey
navy
brown
khaki
white

Ladies

One Jacket
Four Tops
Two Skirts
One Dress
Three Pairs of Pants
Three Pairs of Shoes

Men
One suit: timeless, darker in colour
Four shirts and four ties
Two pairs of shoes black and brown
Three Casual button down shirts
Belts should closely match the shoes
Trousers at least one dark and more pairs of chinos in lighter shades.
A sports jacket or blazer
Some tips
1. Master interchangeability The secret of being well-dressed is to wear clothing
that are well put together.
2. Make sure your clothing fits The clothing in your wardrobe should fit your body
as it is today.
3. Select classic colours, patterns, and styles Choose colours that compliment your
complexion and use them to your advantage.
4. Avoid cheap, instead seek value Purchase quality that you can afford.
5. Give yourself time to build a basic wardrobe.

23
 DAY 3 PROFESSIONAL CONDUCT

Basic behaviour skills

Behavioural skills often fall under the general heading of good character, friendliness,
maturity, or common sense, and many people assume they come naturally as part of
being good or smart, but they do not. These are skills that must be learned and
practiced. The good news, it's entirely possible to develop these behavioural skills at
any time.

Many of these behavioural skills are social in nature. They concern how well you can
get along with other people, including your supervisor, your colleagues, customers,
and clients.

Below are a few behavioural skills that we need to display.

Remember to say thank you.
Remember to ask nicely and say please.
Bubble gum a big no-no.
Remember to knock. Taking the time to knock first demonstrates respect for the
person on the other side of the door.
If someone you want to see is on the phone, wait outside the office or come back
later.
Answering the telephone on the first or second ring sends a message that the call
is important.
Do not interrupt meetings. Wait until the meeting is finished to interrupt. When
people are focused on discussing a topic, it is only polite to wait until they are
finished.
Do not interrupt conversations. Politely wait until they are finished.
Respect authority.
that are made, but it is important to treat those in authority with respect.
Speak quietly. Be aware of your surroundings. Be sensitive to others by speaking
quietly around those who are working.
Do not play loud music. Be respectful of others in the office
Offer to Help Others. Sometimes we all need a helping hand to get us over the
hump of a major project.
Leave a Room the Way You Found It
Displaying these basic behavioural skills will help to create a positive and efficient
working culture but it will also help you earn a good reputation at work, which could
lead to bigger things.

The greeting
A greeting is a polite way of acknowledging the other person.
It is always polite and respectful to greet another person, whether it is someone you
know well, a new client or someone visiting the office. The person will immediately feel

24
accepted. Words are not always necessary. A nod with your head and your beautiful
smile will do the trick.
The moment you greet a new client, he begins forming his opinion of you, which could
have a direct effect on your business relationship. Your confidence can help convince
a client that you're the right person for their business needs

When entering a workplace, the employee entering will greet his or her fellow workers
first. It sets the tone for a pleasant office atmosphere when employees and employers
make the effort to give each other a friendly greeting. Once you have greeted people
the first time, you do not need to say hello or greet them each time you walk past them
during the day.

Unfortunately, there are instances when a co- respond to a greeting. If

it happens occasionally, give him the benefit of the doubt. The worker may be very
engrossed in work and not have heard you. If it is a regular occurrence, you can either
stop greeting him or choose to ask him about it in a friendly and polite manner.

Very important: Smile with your greeting and stop what you are doing.

Handshake
Shaking hands WAS an important part of creating a positive first impression. For now,
s will go back
to normal, who knows, and in the event that it does, here is the handshake tips:
A good handshake makes you look more professional.
Tips on how to give a proper handshake
1. Stand, unless you cannot
2. Greet verbally before and during handshake
3. Blot sweaty hands discreetly on side of clothes if necessary.
4. Firm grip, not crush, not limp
5. Age and health should always be considered
6. Smile
7. Make eye contact
8. Face other directly open and honesty
9. No hands in pocket
10. Smooth up and down motion
11. End when other person ends. Too quick = rude Too long = shady
12. Elbow right angle
13. Keep cultural differences in mind
14.
When is it appropriate not to shake hands?
When you have the flu or a bad cold. But tell the person you are meeting. E.g.: Pleased
to meet you, Mr Daniels. Please excuse me for not shaking you hand, but I have the

25
Making introductions
The importance of making introductions

It is important to introduce people to each other. Why? It makes them feel part of the
group, reduces awkwardness, boost confidence and respect and it get relationships
off on the right foot.

Steps to making a good introduction

First, state the name of the person being introduced to. This is the 'higher-ranking'
person.

Third, state the name of the person being introduced. ...

Finally, offer some details about each, as appropriate.

Tips

Use both first and last names, and include any title such as "Dr./Sir".
Speak clearly.

.
Look at the person to whom you are introducing (e.g. the boss), turn to the person
you are introducing (the intern). Then back again at the boss.
If someone is being introduced to you smile and say, "Pleased to meet you, Jane."
while extending your hand for a handshake
Stand if being introduced.
.
If you forget everything, just smile
If no-
titles: Manager, Boss-
Repeat the name of the person you have been introduced to
If someone mispronounces your name: decide if it bothers you, if it does, just say:
"Most people call me ___."
Whatever mistake you or someone else make, don't make a fuss. Smile and
change the subject.

If you do not know a person's name

There are two approaches you can take:

1. Try to be sneaky. Say, "Have the two of you met?" Then pause and wait for the
people to introduce themselves
2. Simply admit that the person's name has "escaped your memory" for the moment;
be humble

to make other people feel at easy.

26
Eye contact
1. Eye contact is one key element of business etiquette.
2. It produces a sense of connection
3. Appropriate eye contact includes about three to five seconds of looking in a

4. Always remember cultural differences in eye contact.

Why is it necessary?
1. Shows you are trustworthy
2. That you are engaged, focused, interested and paying attention
3. Eye contact projects an image of professionalism.
4. It shows that you have confidence in yourself and what you say.
5. Eye contact also shows respect for the other person, whether you speak or listen.
No or minimal eye contact?
1. Disinterest
2. Lack of engagement with the other person
3. Nervous
4. Distracted
5. Bored
6. Lying
7. Shy
8. Do not like other person
9. Do not care
Too long eye contact?
1. Domineering attitude
2. Rude
3. Hostile
4. Condescending
5. Intimidating
6. Belittle
7. el at a disadvantage.
8. Defiant or angry.
9. Possible romantic interest in the other party

Smiling
Smiling is infectious and there may not be a cure.
Smiling in general can boost your health and make you look and feel younger and it
can also be your best tool at work.
What can a smile mean for you?
A sincere smile accompanied by bright eyes says that you are warm, welcoming and
ready to interact.

27
Without saying a word, you can influence people at the office. Just by smiling, people
will instantly be drawn to you, which can make you more approachable.
Reasons to smile
Smiling is contagious. When you smile in most of the cases people smile back.
You become more positive. Try to smile and have a negative thought, even if you
can, it will not seems so bad or significant.
It makes you more attractive.
Smiling makes you memorable. Study has shown that people who smile are 3 time
more likely to be remembered.
Smiling relieves stress. Endorphins are released in your body, even when you force
it.
People who smile are perceived as more successful and confident.
There is a proven correlation between smiling and an increase of productivity in
teams.
Smiling changes your whole body language!

Few tips
1.
2. Let your whole face smile
3. Make eye contact when smiling
4. Smile when greeting or meeting someone.
5. Smile when saying good bye.
6. Try to disagree with a smile
7. Smile when talking on the phone. People pick up on it.
8.
9. Know when not to smile

YOU SMILE
YOU FEEL GOOD
I SEE YOU SMILE
I FEEL GOOD

Body language
What is body language?
Body Language is all the non-verbal communication we make both conscious and
unconscious.
Why is body language important?

1. To understand how we come across to other people

2. To be able to read the signals that another person is sending back.

28
5 Different types of body language:
Closed aggressive body language
1. Hands on hips
2. Legs too wide too macho
3. Invading personal space too close and standing over someone
4. Aggressive gesturing finger pointing
5. Too firm handshake
6. Staring
Closed defensive body language
1. Crossed arms or legs
2. Hunched shoulders
3. Poor eye contact
4. Leaning away
5. Tight voice
Closed nervous body language
1. Nail biting
2. Dry throat swallowing / coughing
3. Blushing face/neck/chest
4. Weak handshake
5. No eye contact
Closed bored body language
1. Looking around the room
2. Looking at watch
3. Drumming fingers, fidgeting
4. Yawning
5. Shifting weight
6. Rubbing face
Positive body language
1. Confident stance, take up space
2. Walk with confidence
3. Confident and open gestures
4. Relaxed movements
5. Showing interest head nod / slight lean in
6. Mirroring others
7. Slower speech and body movements

29
Posture
A picture paints a thousand words. Picture yourself. How do you look? What message
do you convey when you walk into a room? What is your posture saying about you?
What do prospective clients or co-workers gather about you before you even say one
word? Yes, as you can tell, acting confident is incredibly important. Be aware of your
posture and the signals that you are sending out.
Benefits
It could help you to:
1. Develop positive business relationships,
2. Influence and motivate people,
3. Improve your productivity,
4. Bond with colleagues and
5. Convey your ideas effectively.
6. Improves the image you project. It makes you more attractive and professional.
7. Helps reduce the risk of neck injuries and back pain.
8. Minimizes fatigue and pain from aching joints. You also have the benefit of
getting more air for better breathing.
9. Prevents improper spinal alignment, which can lead to headaches and
discomfort.
10. Improves your self-esteem.
11. Healthy: helps your blood circulation, food digestion, air breathing, and waste
elimination.
12. Proper posture also helps you focus better and be more productive at work,
which we can all use more of!
13. Good Posture Conveys Confidence
14. Body Position sends a signal that you are equals, and lessens any feelings of
intimidation.
15. Your body language can create a far stronger perceived impact than the words
n body language signals that will

TIPS
Standing
Stand tall and use good posture when sitting in a board meeting, making a
presentation or even grabbing a snack in the company break room. Good posture is
healthy, conveys conf
Sitting
Keep your shoulders and back relaxed: Rest your wrist on your desk and keep your
feet flat on the floor and refrain from placing your feet under your chair. Sit in a way
and also professional and sophisticated.

30
Gestures
Gestures can increase the value of our message by 60%!
Gestures can be vital for effective communication.
Using no hand gestures at all shows indifference, and that you aren't really invested
in what you're talking about.
Gestures that are larger than the outside of your body, for example, can sometimes
illustrate that the idea you're discussing is large or abstract. But if all of your
movements are that way, you will communicate that you are chaotic or out of control."
Typical gestures and their meanings
1. Running fingers through hair nervous.
2. Supporting the head in the right hand with an elbow resting on the table - bored,
disinterested.
3. Finger tapping on table, foot tapping impatience.
4. Lack of eye contact - lack of interest, no confidence, dislike, shy. Be aware that in
certain cultures little or no eye contact shows respect.
5. Sitting with hands behind head - -it-
gesture. Used to intimidate.
6. Stroking the chin - decision- making; a very positive gesture. If you have asked a
question and the person assumes this pose give them time to answer or think
about what you are saying before you proceed.
7. Picking imaginary fluff - signal of disapproval.
8. Steepling - normally a supervisor or manager giving instructions, shows arrogance

31
 DAY 4: EFFECTIVE COMMUNICATION

Listening skills

Excellent listening skills are an important part of effective communication. Hearing is

not the same as listening. Humans generally listen at a 25% comprehension rate
Effective listening skills allows one to make sense of and understand what another
person is saying and to accurately receive and interpret messages.
Barriers to effective listening
1. Bias or prejudice against the idea or the speaker. (includes accents)
2. Worry
3. Fear
4. Anger
5. Resistance to change
6. Short attention span
7. Thinking on what to reply (listening to reply)
8. and mannerisms
9. Background noises
The five steps to better listening
1. Receiving
2. Understanding
3. Remembering
4. Evaluating
5. Responding
Why is effective listening important at work?
Better understand the problem/situation/task
Reduce conflict
Workers are more productive, makes less mistakes
Employers have confidence in workers that can listen to instructions and then do
what is expected with minimal follow-up.
Better with resolving problems with customers
Save time and money
Tips to effective listening
1. Maintain eye contact with the speaker.
2. Do not interrupt the speaker.
3. Do not fidget, try to sit still while listening.
4. Look for nonverbal cues such as facial expressions and posture to get the full gist
of what the speaker is saying.
5. Focus
6. Quiet (no background noise)
7. Do not judge
8. Make notes if possible

32
Language skills
Use positive language

Try to always alter your language so that it comes across as positive and constructive,
rather than abrasive, hostile or confrontational. Using positive language tends to
reduce conflict, improve communication, reduce defensiveness in others and helps
portray the speaker/writer as credible and respectable.

Language is an exceedingly powerful tool. Whether you communicate orally, or in

written form, the way you express yourself will affect whether your message is
received positively or negatively. Even when you are conveying unpleasant news, the
impact can be softened by the use of what we call positive language.

Whether you are communicating with clients/customers, your staff, or anyone else,
you can use positive language to project a helpful, positive image rather than a
destructive negative one. If you have ever worked with a naysayer, a negative person,
(or if you are one), you will know that this kind of negative communication is very
fatiguing and demoralising for those around this person. This person might stimulate
discussion, but also creates a negative environment, and increased confrontation.

Negative language could give off the impression of negativity, even if the person are
not. It is very easy to fall into the negative language pattern. Many of us do so without
being aware of it, particularly in written communication.

Negative language: I cannot do this for you.

Positive language: I can do this next week, I can place the order, I can ask my
supe

Negative phrasing and language often have the following characteristics:

Tells the recipient what cannot be done.
Has a subtle tone of blame.
Includes words like can't, won't, unable to, that tell the recipient what the sending
agency cannot do.
Does not stress positive actions that would be appropriate, or positive
consequences.
Positive phrasing and language have the following qualities:
Tells the recipient what can be done
Suggests alternatives and choices available to the recipient
Sounds helpful and encouraging rather than bureaucratic
Stresses positive actions and positive consequences that can be anticipated.

33
Conversation skills
A conversation is simply talking to someone else, usually informally. So why do we
sometimes find it difficult to converse with other people? It is a skill that can be learned
and it is surprisingly easy to do so, especially if you follow some simple rules.
The rules of conversation
1. Conversation is a two-way street. It is like a tennis match. Everyone gets a turn. A
monologue, in either direction, is not conversation. Try to achieve a balance
between talking and listening in any conversation.
2. Be friendly and polite. Smiling, and being nice, will take you a long way in
conversational terms. Everyone would rather chat to someone friendly and
pleasant.
3. Try to avoid certain topics on first meeting.

neutral ground, which is why so many people talk about the weather.
4. Respond. To respond genuinely to what someone has just said means that you

next.
5. Ask open ended questions.
6. Share appropriate information. That means being prepared to be open about what
interests you, what makes you into you as a person, and inspiring the other person
to share too.
Conversational tips
1. Take the initiative and be the first to start the conversation.
2. Start formally.
3. Be natural and authentic (yourself). Talk
4. Be prepared. (movies, sports, books, travel, food, hobbies, weather)
5. Focus on the other person.
6. Be a good listener.
7. Be humble.
8. .
9. Agree to disagree.
10. Think before you speak.
11. Take your turn.
12. Maintain eye contact.
13. Pay compliments! But be sincere.
14. People love to talk
about themselves.
15. Try to change the subject the minute you feel it might escalate into an argument.
16. Pay attention to signals other person yawns, walk away.
17. Always close a conversation before walking away.
18. Speak clearly.
19.
moment, ask them a direct question.

34
1. Nod and

2.
3. Stand too close
4. Interrupt. Not mid-
are interrupted, the politest thing to do is the hardest thing: shut up.
5. Talk to only one person when conversing in a group. Bring up topics on which
everyone can chime in.
6. Bragg. Very annoying. You say you just bought some new boots; he tells how he
skinned the deer with a Swiss army knife and stitched his boots himself. He
believes that his stories show his superiority; they reveal his naked insecurity.
7. Overshare. This reads as desperation and repels people faster than water off a
ry; leave people intrigued and wanting more.
8. Never stops talking.
9. Gives mono answers. Yes, no, maybe
10. Sounds rude (and is probably rude).
11. Speak in another language in the presence of others who do not speak your
language.
12. Text or is constantly checking your phone for messages.
13. Use foul language or telling offensive jokes.
14. Glances past the person you are speaking to
15. Gossip. It makes you look bad.

Your health, weight or diet habits, money, Personal questions, mean gossip,
politics, religion

NEVER ASK:

Great minds discuss ideas,

Average minds discuss events,
Small minds discuss people Eleanor Roosevelt

35
The art of small talk
- issues such as the weather, recent news items or
jobs. Some people think small talk is
unimportant, or trivial, but it serves a useful function of allowing you to build rapport
and establish common ground without having to invest too much emotion in the
conversation. This may be particularly important for introverts.
Small talk is the first step in connecting and forming relationships with others. It is
essential to get to know someone, create a good first impression and to gain self-
confidence.
practice, can be acquired. It is also quite handy at social and networking events. Why
do we engage in small talk? It breaks the ice, puts others at ease, establishes or
defines a connection. It is a common denominator between two persons who do not
know each other, it is what people say to each other to be polite.
1. Know your current events
2. Know your guests
3. Ask peop

Advantages of small talk

Breaks the ice
Puts other people at ease.
Establishes a connection between people.
Does not need to be profound
It is being polite
A few tips on the art of small talk
1. Be prepared, choose 2 3 topics that you are comfortable with.
2. Know the latest industry news and happenings, watch news, read magazines.
3. Try to find out who will attend beforehand.
4. Be nice.
5. Take the initiative, be the first to say hello, introduce yourself and ask an open-
ended question. This shows confidence.
6. Be in the moment and focused
7. Avoid conversation killers:
Your health or diet habits
Personal questions
Mean gossip
Jokes
Politics
Religion

Now For the good news:

Small talk is an acquired skill.
The more you practice, the easier it will become.

36
Presentation skills
Whether you are a student, administrator or executive, you may very well be asked to
make a presentation. This can be a very daunting prospect.

Presenting information clearly and effectively is a key skill to get your message or
opinion across and today presentation skills are required in almost every field. A
presentation is a means of communication which can be adapted to various speaking
situations, such as talking to a group, addressing a meeting or briefing a team. To be
effective, step-by-step preparation and the method and means of presenting the
information should be carefully considered.

Tips for an awesome presentation

1. Arrive early and be prepared.

2. Be confident. Be aware of your posture.
3. Begin with a strong introduction. Try to connect with them.
4. Keep water/cough drops nearby.
5. Own the stage.
6. Be aware of your word emphasis. (Example: He is my friend.)
7. Go with the flow. If you happen to digress anic.
Know your material.
8.
9. .
10. Dress code: consider the audience and purpose of the presentation.
11. Never turn your back on the audience.
12. Do not read your presentation.
13. Do not chew gum. It is distracting and unattractive.
14. Start and finish on time.
15. Politely ask if your listeners can put their smartphone on silent.
16. down. Some
17. Beware of filler words uhhmm, rightey oh, well,

37
 DAY 5: BE AN AMAZING CO-WORKER

Interacting with your co-workers

It is essential to maintain healthy relationships with fellow workers as an individual
spends his maximum time at the workplace.

Respect your fellow workers.

Spreading baseless rumours about fellow workers is a no-no.
Help your colleagues in whatever way you can. You will like your job more if you
have a friend at the workplace.
Never overreact. It pays to be calm and composed at the workplace.
Avoid taking sides at the workplace.
t ask for personal favours from any of your fellow workers.
Never make fun of any one at the workplace.

Working in an office environment (or any type of workplace really) means having to
deal with all different kinds of people; and sometimes getting along with all of them
can be a bit of a challenge, and when people are hard to deal with, it can lead to slower
productivity and missed deadlines.

Different people need to be dealt with in different ways and as individuals; you would
deal differently with a sensitive person, than you would with a no-nonsense type of
person.

Tips

Find out what personality types people have, and adapt your behaviour towards
them accordingly.
Everything is not a battle. Figure out when you should push something and when
you should let it go choose your battles.
Realise that everyone is in this together. Different personalities can be great for a

important to remember that everyone is working towards the same thing: the
success of the company.
Be prepared. People will repeat patterns and behave predictably. If you can
prepare yourself with a response to a certain behaviour
. More often than not, people act the way they do because of
something personal that is going on wi
behaviour, but it
can help to explain why it may be happening.
Respect. Most people just want to know they are being heard. People have
different

others for input and work together.

Whatever the personality types in a workplace, there are always going to be people

38
Open office etiquette
Sharing an office space for at least 8 hours per day can be difficult. Especially if people
do not follow the rules or are inconsiderate. The best way to practice good office
etiquette is to put yourself in shoes. Be mindful of your actions and how
it can impact on others.

Below are a few tips on how to practice good office etiquette.

Noise

1. Keep noise le
2. Use your indoor voice (and laugh!)
3. .
4.
5. - Not only will you raise your voice level, but those
around you will hear the other side of the conversation as well.
6. Manage ringtones and notifications - This tip applies to your phone and computer.
Turn down the volume.
7. If you are sensitive to noise, use your earplugs to stream your favourite music. Get
supervisor before plugging in.

Smell

1. Keep the smell level to a minimum. Try to eat meals in the kitchen, break room or
outside, rather than at your desk.
2. Be mindful of wearing perfumes, cologne or strong after shave to the office.

Interruptions

1. Look before you interrupt - If someone is visibly occupied and your question can
wait, return later or send a message that they can reply to at a better time.
2. assume your co-worker wants to brainstorm. A closed door is a clear sign
not to disturb, but when your surroundings are wide open, it can be more
challenging to read between the lines.
3. If an impromptu conversation is going to take time, find an isolated location.

Distractions

1. People are under deadlines

2. Try to keep fidgeting to a minimum. If you have to get up,
try to do so quietly and respectfully.
3. . Find a separate meeting place.
4. Do make use of small conference rooms for confidential conversations. If a
sensitive topic comes up that is not meant to be shared with the entire staff, use
discretion, suggesting the discussion happen in a room or an office with a door.

39
Personal space

1. within reach of your

private office.
2. Do not help yourself to anything on your co- desk or in their area without
asking. Remember to take it back.

Privacy

1. Respect others people s privacy.

repeat it.

Hygiene and tidiness

1.
2. Keep your desk organised. A messy desk is distracting and unprofessional.
3. Be hygienic and tidy. Your messy desk can be a distraction to others and will
detract from the professional image your organisation is trying to establish.

Respect

1. Be considerate and respectful towards each other.

2. Be productive. Colleagues kno By doing it
consistently and too often shows disrespect for your team and hurts morale and
colleagues will likely be offended if extra work gets dumped on them.
3. Help with the upkeep. You probably share a printer. And lights. And a waste

full.
4. - If someone approaches you with a complaint, odds are
the problem. If you
are making the complaint, be direct, but kind, because the person might not have
realised they were causing a problem.

Be flexible and open-minded. Any of the above rules can and will be broken at

day, go with the flow and do the best work possible despite the situation. If all else
fails, find a way to adapt.

Be tolerant.
The open-office environment brings together myriad personalities, with different styles.
Be tolerant of these differences and find ways to adapt.

40
The office kitchen etiquette

The office kitchen can be a big source of frustration if not managed well and if basic
etiquette rules are not followed.

Post some rules so that everybody is in agreement as to how the kitchen area should
be maintained and be kept clean. The best way to maintain harmony in the office
kitchen is to establish rules and to make sure everyone is aware of what they are.

Cleaning up after yourself is respectful and displays good manners, but it also
contributes to maintaining a clean and sanitary environment, keeping bugs and viruses
and bay.

When rules are broken: Remind your colleagues, maintain a professional office
environment without offending.

The office kitchen/break room often can be home to a variety of germs, mould and
chaotic mess.

The office kitchen golden rule:

If you use the office kitchen, it is your responsibility to return it to its original condition
when you are done. If you make a mess, you clean the mess.

Office refrigerator etiquette

1. Wipe spills in the refrigerator immediately

2. If the refrigerator is crowded, never cram or shove other people's food to make
room for yours. Be gentle.
3. Respect the use of space in the refrigerator. Keep your use of space in the fridge

kept cold.
4. Label your food.
5. Remove your food before it starts to go green.
6. No stealing from the fridge. Not cool get your own.
7. Pay attention and comply with any fridge cleanout policies.

Kitchen supply refills

1. If you use the last of any company-supplied item, replace them straight away.
2. Notify the appropriate person if supplies are running low or if there are no refills
available.

Odours

1. Be respectful and conscious of strong odours.

2. Avoid bringing food with smells that can linger. (Fish, eggs, garlic, curry)
3. Be mindful where you eat food with strong odours. (at your desk)

41
Taking stuff

Only eat and drink what is yours. No matter how tempting another employee's food
appears, it doesn't belong to you, so don't take it. Even if it is not labeled. If you did
not bring it to the office, leave it.

General

1. Do not leave all the cleaning to the lowest-paid person.

r own coffee cups or make your own tea.
2. Do not write passive aggressive notes. Shockingly, people who write passive
aggressive notes are generally not well-liked.
3. Make your round of coffee, tea.
4. Take only a small amount of any food that is placed out to share, and thank the
person who brought it.
5. Do not misuse time in the kitchen for catching up socially with your colleagues.
6. Do not take tea bags, cups, sugar, or any other items with you for home use.

Party etiquette

Office Parties The good, the bad and not-so-funny

The goal of office parties a great concept is to mingle, get to know your co-workers
better and to build the team.

The types of office parties: End-of-year function, retirement party, baby showers,
birthdays, employee-of-the-month day.

The company holiday party is a time to let loose, have a little fun and celebrate the
spirit of the season with your colleagues. But it's also a minefield of potential disaster;
one false move, and your workplace reputation could be ruined. With the advent of
social media, the chances of your exploits going viral raises the stakes even higher.

Remember that no matter how festive the occasion, it's still about business. Do not
risk damaging your reputation.

Some tips

1. Avoid flirting with co-workers, even innocently. It is the fastest way to make them
lose respect for you.
2. Enjoy dancing, but avoid vulgar dance moves.
3. Jokes. Office parties are supposed to be fun, so it is okay to tell jokes, but avoid
telling silly, distasteful or offensive jokes or making rude or suggestive comments.
4. Mind your language. Adhere to the same rules that apply in the workplace and do
not gossip.
5. Alcohol: If alcohol is being served, partake if you want to, provided you are not
driving. One or two drinks is acceptable if you can handle it.
6. Eating: When there is a buffet, avoid pushing or cutting in line. Eat in moderation
and eat slowly. Talking or laughing while your mouth full is considered

42
 unprofessional and may cause you to choke. Do not chew with your mouth open
or make noises while you eat.
7. Dress code: Do not be afraid to wear something festive or sparkly, but remember
that simplicity is the key to creating a lasting impression. Dress appropriately for
the occasion
8. Socialise: Relax and have fun. Do not stand quietly in a corner. Use this opportunity
to get to know your colleagues better.
9. Introduce yourself: Your company party may be the only time you see the CEO in
person. This is a great opportunity to become visible to your organization's higher-
ups. Mingle.
10. Guests: Find out who can come to the event. Spouses and significant others are
not always on the guest list. Check beforehand.
11. Punctuality: Pay attention to the time you arrive and when you leave. Be on time
but do not party until they close the bar.
12. Be sure to thank those who coordinated the party

It is essential to behave in an appropriate way at all times to gain respect and

appreciation from others. Be a little more responsible and sensible.

Do not behave as if you are at home. Do not forget that although the setting may be
different, you are still at work, so do not show a side of yourself that could cause you
embarrassment.

Relax and enjoy the party!

Bathroom etiquette
Wherever you work, you are guaranteed to share a bathroom with other people. If not
the entire building or floor, then at least with your immediate co-workers
have to tell you that when it comes to office bathroom etiquette, not everyone is on the
same page. First and foremost a dirty and unhygienic bathroom is the breeding ground
for diseases and it is vital to keep washrooms clean in order to avoid the transmission
of germs and bacteria. This is a no-
wash your hands after going to the bathroom.
The golden rules of office bathroom etiquette
Never leave the restroom dirty. Smelly toilets are big turn offs.
Lock the door carefully when you are inside.
If someone is inside, . Wait for the
other person to come out.
Make sure you do not wet the toilet seat. Do not throw water on the floor as
someone might slip and get hurt.
Never forget to use flush once you are done. Check the toilet seat for unwanted
stains or substance.
Make it a point to wash your hand with an antiseptic soap or sanitizer every time
you use the restroom.
Do not leave the restroom with taps on. It is important to conserve water.
One should not smoke inside the office toilet.
Use your discretion if someone is crying or upset, leave them be

43
 Tell your co-worker if her skirt is tucked into her underwear or if they have toilet
paper stuck to the bottom of their shoe.
Use hairspray or heavy perfume in the bathroom.
Go to the bathroom in groups this is only acceptable if you are in a bar.
Perform your entire beauty routine small touch ups are fine.
Gossip you never know who is listening in one of the stalls and it is
unprofessional.

Meeting etiquette
The proper etiquette for a business meeting establishes respect among meeting
participants, Business meetings fail due to a lack of etiquette and poor planning.

Tips on having an awesome meeting

Follow the agenda.

Send confirmation about attending the meeting as soon as possible.
Try to find out beforehand what the meeting is all about.
Be prepared for the meeting.
Follow the dress code.
Do not bring guests.
Arrive early. It is very rude to arrive late, even ruder not to attend at all.
Never attend meetings without a notepad and pen.
Start the meeting on time.
The one chairing the meeting must speak loud and clear.
Wait before being seated, especially if this is your first time attending. There may
be a seating precedent that you wouldn't want to upset. .
.
Have a positive attitude.
Sit appropriately chair height.
Be polite with your phone.
Avoid cluttering your space at the table. Use only items necessary
Listen.
Avoid side conversations while the meeting is going on. It's distracting.
Don't repeat what someone else in the meeting has already said and take credit
for it: a) it's a time-waster, and b) everyone in the room knows what you're doing.
Keep Calm, no nervous habits, noises, tapping feet, no chewing gum, yawning.
Don't take .
Clean up after yourself.
The all-important thank you
Once the meeting is over, minutes of the meeting must be prepared

44
Positive attitude at work
The importance of a positive attitude in the workplace

Having a positive attitude at work is beneficial for:

you,
the company and
your colleagues.

What does it mean if we say someone has a positive attitude at work?

1. Having a good relationship with colleagues

2. Motivating those around you
3. Being friendly
4. Being a source of energy that lifts those around you.
5.
6. Paying a compliment (and mean it)
7. Going the extra mile.

How can having a positive attitude help you?

It gives you the strength not to give up

It makes you look at failure and problems as blessings in disguise.
Believing in yourself and in your abilities.
Helps with self-esteem and confidence.
You see and recognize opportunities.
It brings more happiness into your life.
You get more respect

How it can help the company

Better teamwork among employees

Better decision making
Creates a positive work environment:
Helps to achieve goals
Increases productivity levels
Solution focused, not dwelling on problems.

How it can help your colleagues

Better team work

Happier colleagues, goals are achieved

Tips for staying positive at work

1. Choose to be happy and optimistic

2. Surround and associate yourself with happy people.
3. Read inspiring stories and quotes
4. Report problems quickly and professionally

45
 5. Get enough sleep, exercise and eat healthy.
6. Identify negative thoughts.
7. Work on your overall stress level. Set goals.
8. Smile

A person with positive attitude can easily survive in many tough situations of life.
A positive attitude leads to happiness and success and can change your whole life.

Now the most important question:

Do people like spending time with you? Are you positive? Or not?

Remember:

Having a positive attitude is a choice; and we all struggle with it every day.

Choose wisely.

46
 DAY 6: TIME MANAGEMENT SKILLS

Employees are employed, by a company, to do a certain type of work, for a certain

amount of money.
Every company has different working hours, be it 8 5 or 8:30 4:30. At their
appointment day, employees are told what their working hours are. A few companies
have flexi-time, which means the earlier you get to work, the earlier you can leave,
and vice versa.

Because you get paid by the company to work for them for that certain period of time.
They buy your time.
This is the simple part of it.

If you arrive late and/or leave early you steal from the company. Add up 10 minutes
each day in one week, one month or one year, it is a lot of hours that you stole.
10 min a day = 50 min a week = 217 min a month = 3,6 hours a month. And that is
only if one person does it. What about a whole department?

So what are the impact if you do not honour your own working hours?

You are perceived as:

lazy,
that you do not have a good character,
that you do not take your work seriously,
that you think you are more important than other people
you are unorganized

It is not good for productivity - you are not as productive and other people will also
follow your example
It is also not fair towards the other employees and/or clients.

1. Shows that you have a strong character and that you are dedicated towards your
work.
2. It shows that you respect other people such as your boss, manager and co-
workers.
3. Being punctual give you time to plan your day.
4. It shows that you are reliable, trustworthy and efficient.
5. If you are always punctual, then when you are genuinely required to take time off
from the office, it will not be seen as just another excuse in the eyes of your
manager.
6. It could further your career.

47
Time management
What is it?

Time management, according to Google is:

1. the ability to use one's time effectively or productively, especially at work or

2. Time management is the process of organising and planning how to divide

your time between specific activities.

Why do we need it?

To increase effectiveness, efficiency and productivity. It helps to get things done.

There is always room for improvement. Time management is a thinking process.

Good time management enables you to work smarter not harder so that you get
more done in less time, even when time is tight and pressures are high. Failing to
manage your time damages your effectiveness and causes stress.

The benefits

1. Greater productivity and efficiency.

2. A better professional reputation.
3. Less stress.
4. Increased opportunities for advancement.
5. Greater opportunities to achieve important life and career goals.

Consequences of failing to manage your time

1. Missed deadlines.
2. Inefficient work flow.
3. Poor work quality.
4. A poor professional reputation and a stalled career.
5. Higher stress levels.

10 Ways to Improve Your Time Management Skills

1. Delegate tasks. Delegation is not running away from your responsibilities.

2. Prioritise work. Before the start of the day, make a list of tasks that need your
immediate attention.
3. Schedule all tasks. Carry a planner or notebook with you and list all the tasks that
come to your mind.
4. Set up deadlines. When you have a task at hand, set a realistic deadline and stick
to it.
5. Avoid procrastination. Procrastination is one of the things that badly affect
productivity. It can result in wasting essential time and energy. It could be a major
problem in both your career and your personal life.

48
6. Avoid or manage your stress. Stress often occurs when we accept more work than
our ability. The result is that our body starts feeling tired which can affect our
productivity.
7. Avoid multitasking. Most of us feel that multitasking is an efficient way of getting
things done but the truth is that we do better when we focus and concentrate on
one thing. Multitasking hampers productivity and should be avoided to improve
time management techniques.
8. Start early. Most of the successful men and women have one thing in common

the reason why productive people always wake up early.

9. Take regular breaks. Take 10 15 min breaks. Schedule your break times. It helps
you to relax and gets back to work with energy again later.
10. Learn to say no.

Prioritising

Prioritise (verb)

To treat (something) as being very or most important.

To determine the order for dealing with (a series of items or tasks) according
to their relative importance.

Why do we need to prioritise?

Everybody puts things off sometimes, but keep putting things off and the work will
pile up and begin to seem an insurmountable task.

Delaying things to the last minute is also a cause of stress and stress can interfere
with your ability to learn and to remember things.

People have a tendency to concentrate on completing the easy jobs first, which
obviously delays the more difficult or complicated tasks and this is why prioritising is
very important.

How do I decide on where to start?

There is a difference between a task that is urgent and a task that is important an
urgent task may not be very important!

Understand the difference between urgent and important

This distinction between urgent and important is the key to prioritising your time and
your workload, whether at work or at home.

Urgent tasks demand your immediate attention, but whether you actually give them
that attention may or may not matter.

49
Important tasks matter, and not doing them may have serious consequences for you
or others.

For example:

e,

become urgent, because you may get toothache.

Picking your children up from school is both urgent and important. If you are not
there at the right time, they will be waiting in the playground or the classroom,
worrying about where you are.
Reading funny emails or checking Facebook is neither urgent nor important.

Begin to prioritise your work, or study, by listing the tasks you need to do in order of
importance in other
tasks down into more manageable ones and perhaps split your list into things to do

frequently.

What are the advantage

Once you have written a task down you can stop worrying about forgetting to do
it. This relieves stress and many a sleepless night.
Prioritise. It helps you decide on priorities and to complete the most important
and the most urgent tasks first.
It helps you to focus. You are less likely to become side-tracked when focussing
on your list and you will gain more of a sense of purpose.
Rewarding. It is very satisfying to tick things off as you do them and this
encourages you to do more and to stay on course with your list.
Take control. This gives you a feeling of control over your workload, rather than
feeling that the work is controlling you.
Be flexible and adaptable.
Uncertainty and change are a given. Know that your priorities will change, and
often when you least expect them to. But you also want to

remaining tasks from your list, and focus on the priorities that you know you must
and can complete for the day.

50
 DAY 7: THE COMPANY CODE OF CONDUCT
What is a Company Code of Good Conduct?

It is a set of rules that guides all employees on how they should behave in an
organisation. I and it establishes acceptable standards of behaviour for all employees.
It is written to protect the organisation and to inform the employees of the company's
expectations.

Five benefits a having a company code of conduct

1. It makes it clear what's acceptable and unacceptable behaviour.

2. It helps your company encourage ethical behaviour.
3. It makes ethical infringements easy to identify.
4. It'll help you resolve conflicts.
5. It enhances the ethical reputation of the business.

Why your company needs a code of good conduct

It helps to establish clear boundaries when employees know what is expected of them
and what is not acceptable at work and the consequences of poor decisions. What is
right and what is not

Six areas your company's code of conduct must contain

1. Working environment: health and safety, security, sustainability and care of the
environment.
2. Employee conduct: fair treatment, equal opportunity, respect, harassment, privacy
and confidentiality, moonlighting.
3. Third party service providers: giving and receiving gifts and entertainment, conflicts
of interest, confidentiality and competitors, working with suppliers and contractors.
4. Government departments, agencies and the public: not all companies deal with it,
but if it does, it should cover bribery and corruption.
5. Business assets.
6. Laws: Making sure your business complies with all applicable laws.

Common items covered in a workplace code of conduct include:

1. employee dress codes,

2. attendance policies,
3. health and safety standards,
4. use of company property and
5. appropriate workplace behaviours.

51
EXAMPLE OF A COMPANY CODE OF CONDUCT

______________________________________________________
Code of Good Conduct

General principle
The prosperity and development of an enterprise is largely based on the confidence which it inspires with its customers,
shareholders and commercial partners including suppliers, confidence which must exist both in the relations between the
enterprise and members of staff and between members of staff themselves. It is necessary, for the existence and maintenance
of this confidence, to ensure that a certain number of rules of conduct are respected at all levels. The purpose of this code is to
allow persons within the enterprise to determine how to act in real, often complex situations by referring to a few clear and precise
principles. It goes without saying that such a code cannot foresee everything, and the objective will only be reached through
common sense and a sense of e
national or international level, to take the place of those set forth in existing laws and regulations, or by internal rules (whether of
a general or specific scope) which apply on the various sites where the Group undertakes its work. However, these rules do apply
in addition to applicable laws and regulations of any nature, and form a body of rules, for all members of the Group wherever they
may act, which must be applied in all circumstances.
A. The conduct of members of staff within the Group
and with
care to contribute to the harmony of the Group.

working relations, and in particular it will recruit its staff on the basis of their own abilities and will treat each person with dignity,
this
concern for dignity and respect for privacy in their own relations with other members of staff. The group considers that it is a
priority to ensure that working conditions are not harmful to health and that all steps are taken to ensure the safety and protection
of its personnel.
PROTECTION OF ASSETS The safeguarding of assets belonging to the Group is a guarantee for its prosperity, which all of the
hese
assets, against all forms of deterioration and damage, theft or misappropriation, and it naturally follows that personnel must not
misappropriate them or use them for personal reasons. Assets should be understood not only as tangible property such as
buildings, fittings, machines, vehicles, equipment, computers and information systems, and supplies of all types, but also
intangible property such as intellectual property and
PROTECTION OF THE IMAGE OF THE GROUP The quality of the corporate image of the Group as well as the reputation of its
products are necessary conditions for its existence ov
from any act of a disparaging nature.
RELIABILITY AND SINCERITY OF INFORMATION Good management requires the greatest meticulousness to be applied to
communicate information. For this purpose, each person must endeavour to provide and transmit data and documents which are
exact and as precise as possible. It naturally follows that they must not supply information or documents which are falsified or
deliberately incomplete, in any field whatsoever.

confidential insofar as its disclosure or premature revelation may be harmful for the Group. This information may, in particular,
concern products, studies, technical projects, industrial data, commercial and financial plans, and all elements which may involve
intellectual property rights and know-how. Each person must ensure that this information is not disseminated either directly or
indirectly outside the enterprise, nor even communicated to persons employed within the enterprise who are not authorised to
obtain such information.
CONFLICTS OF INTERESTS A member of staff of the Group who endeavours to have a supplier or customer enter into contract
with a Group entity must not under any circumstances resort to corruption, whether actively or passively. In this spirit, no member
of staff will offer or promise any gift in any form whatsoever, other than as is customary within the Group. In the event of doubt
as to customary practice within the Group, the member of staff concerned will consult their hierarchical superiors. Similarly, no
member of staff will solicit or accept any gift of a value exceeding customary practice in the Group, nor any sum of money, even
in the form of a loan, nor any other advantage2 in any form whatsoever, or have any member of their family or entourage solicit
ce within the Group to
favour its interests. In any event, members of staff of the Group shall inform their hierarchical superiors of any solicitation or offers
of special advantages which they have been subject to, directly or indirectly.
B. Relations outside ABC Group of Companies
COMPLIANCE WITH LAW The Group and its members of staff must comply with the law in all countries where it does business.
Considering the complexity of problems, particular attention should be paid to competition law and antitrust, labour regulations,
health and safety regulations and environmental laws. This does not however exclude general vigilance with respect to all laws.
In addition to laws in force, the protection of the interests of the Group requires that the professional ethics of the Group be
respected by every member of staff.
ENVIRONMENT It is a guarantee for the durable development of the enterprise for all members of staff of ABC Group of
Companies to take into consideration and reduce the impact of its activity on the environment. The protection of the environment
thus constitutes, for the enterprise, a fundamental principle which is applicable at all stages of its activities and concerns each
member of staff.
FAIRNESS AND LOYALTY TOWARDS CUSTOMERS Customer confidence in the business and products of the Group is one
of the primordial objectives of the enterprise. The confidence of customers is acquired and maintained, in particular, thanks to
strict respect for their rights, the preservation of their interests, and a constant concern to make only those commitments which
can be respected, and then to respect them.

52
FAIRNESS AND LOYALTY TOWARDS SHAREHOLDERS The enterprise and its officers undertake to seek a balanced and
honest dialogue with shareholders. For this purpose, the enterprise will provide quality information which is sincere and true.
FAIRNESS AND LOYALTY TOWARDS COMMERCIAL PARTNERS Commercial partners must be treated with complete equity
in all countries in which the group pursues its activities. The selection of suppliers is based on their performance, assessed on
the basis of objective criteria. It must be the subject of a written, collegial procedure. This selection will also take into consideration
those ethical criteria which the suppliers apply themselves; in particular, the enterprise will ensure that suppliers to not use child
labour.
CORRUPTION AND DISGUISED REBATES No member of staff of the Group may, directly or indirectly, accept or require any
bribe or advantage whatsoever. No enterprise in the Group may propose or give any bribes or other advantages, nor accept a
demand for the same. The enterprise must not provide any rebate or kickback concerning part of the payment for performance
of a contract to the employees of their contracting party, nor have recourse to any other practices (subcontracting, orders, etc.)
in order to make payments to officials, employees, family relations, associates or partners of their contracting parties.
RECOURSE TO INTERMEDIARIES Having recourse to agents, representatives, negotiators, advisers or consultants forms part
of those acts which are necessary for the proper management of the Group, thanks to the skills and assistance which such parties
provide. The intervention of these intermediaries is therefore justified only in this context and provided that they give rise to real
services. Their remuneration must be proportional to the services provided for in the contract, and payment must conform to the
conditions of the contract approved in the context of the granted powers. The enterprise shall take all steps within its powers to
ensure the following: The enterprise shall take all reasonable steps in its power in order to ensure that: no sums paid to an agent
exceed appropriate remuneration for the services provided in complete legality by said agent; a register is kept giving the names
and employment conditions of all agents used for transactions with public bodies or public enterprises. This register shall be
made available to auditors for examination and, where necessary, to duly authorised administrative and judicial authorities.
FINANCIAL STATEMENTS AND AUDITS All financial transactions shall appear clearly and precisely in the appropriate
accounting ledgers, which shall be made available to the Board of Directors of the enterprise or, where applicable, the accounts
-
document may be issued which does not clearly and precisely relate the transactions which it refers to. The enterprise will take
all necessary steps to institute a system of independent verification of accounts, allowing it to detect any transaction which
contravenes this code. Where necessary, the appropriate corrective measures will be taken.
RESPONSIBILITY AND LIABILITY OF THE ENTERPRISE The board of directors or any other duly authorised body will ensure
that: all reasonable steps are taken, including the establishment and maintenance of adequate control systems, in order that no
payment may be made of any sum contravening this code by the enterprise or on its behalf; verifications are made periodically
to ensure that the rules of this code are complied with and that procedures are set up in order to obtain all necessary reports for
this purpose; appropriate action is taken against any member of staff of the Group who infringes this code.

capacity, outside the premises of the enterprise and outside working hours. ABC Group of Companies does not contribute to the
financing of political parties.
ECONOMIC AND SOCIAL INVOLVEMENT The Group, in a spirit of openness and contact with its economic and social
environment, endeavours to encourage all local entrepreneurial initiatives, in particular through the training of human capital and
the creation of local employment.

Source: http://ABCgroup.com/code-good-conduct

Smoking policy
Smoking in the workplace is regulated by the Tobacco Products Control Act.

There are medical, legal, financial and safety reasons to restrict smoking in the
workplace

Medical: passive smoking is a reality.

Legal: The Tobacco Products Control Act regulate smoking in the workplace. This Act
makes smoking in a public place an offence. Employers may designate an area inside
the building as a smoking area, with certain conditions. The Act also gives employers
the power to totally ban smoking altogether at the workplace.

Financial: The amount of time employees take off to smoke could be harmful for the
company. Time is money.

Safety: The employer may regulate smoking outside of buildings. It is recommended

that employees are not allowed to smoke within 8 meters from any buildings, not in
front of doors leading into a building or open windows, passages, balconies or covered
parking areas.

53
How many smoke breaks am I entitled to?

Legislation does not specify. It is recommended that the employer introduce workplace
policies regulating when and where employees are allowed to smoke.

There is no obligation whatsoever on the employer to provide smoke breaks. If he

does provide smoke breaks he is entitled to insist that those employees must work in
the time taken for' smoke breaks' after hours, without additional remuneration, or he
can total up the 'smoke breaks time' and deduct it from wages at month end.

What about the e-cigarette.

The e-cigarette has gained popularity amongst smokers trying to quit, or looking for a
healthier alternative to smoking. These devices are not currently regulated by
legislating because there is not tobacco in these devices. Government is considering
legislation at the moment. Employers are therefore allowed to introduce workplace
policies with regards to the use of e-cigarettes in the workplace.

Conclusion

Smoking in the workplace still remains a topic of heated debate in the workplace. It is
best for the company if there is a clear smoking police in place, all employees are
aware of it and that it is enforced.

Touch and space

What is personal space?

It is the physical distance between two people in a social, family, or work environment.

Determining Factors for Personal Space

The distance between you and your shield varies, depending on factors, such as:

your personality,
culture,
Gender (male to male, female to female etc.),
how well you know the person,
your relationship to that person, and
how much you trust the person.

What

Follow this rule: If it makes you uncomfortable probably going to make others
uncomfortable

54
General Rules of Personal Space

1.
2. Stand at least 4 feet away from a person unless you know him or her well.
3.
makes him or her uncomfortable.
4.
5.
you know the person very well.
6. an office without knocking first.

Tips

1. Make sure you really know your co-worker before engaging in any physical contact.
2. Touching done when angry can be seen as physically threatening. Office bullies
do exist.
3. Be sensitive to other peoples' touch tolerance.
4. Be wary of hugs.
5. Managers, bosses and supervisors should be mindful.
6. Consider the situation.
7. When in doubt, keep your hands to yourself.

How do I handle a co-worker who invades my personal space?

1. Accept it.
2. Joke about it maybe the other person gets the message
3. Lean away from the person or take a step back, hoping he or she will take the hint.
4. Come right out and say you are uncomfortable being so close.
5. Explain why you need more space. For example, if you are left-handed and the
person is too close to your left side, comment on how you need the space to take
notes.
6. Go to Human Resources

Work policies

Be aware of company policies regarding relationships with co-workers.

-worker or supervisor is personal.

The etiquette rules concerning touch in the workplace are sensibly clear: the only
conventional business touch is a handshake. Unless you are in an industry that
requires physical contact, such as a massage therapist, doctor, hair stylist, dentist or

55
Sexual harassment
Sexual harassment in the workplace is any:

UNWELCOME and UNWANTED conduct of a sexual nature that takes place in the
workplace.

Sexual harassment in the workplace can occur:

at work
at work-related events
between people sharing the same workplace
between colleagues outside of work

Consequences

Sexual harassment in the workplace can prevent victims from earning a living, doing
their job effectively, or reaching their full potential. Sexual harassment in the workplace
can take a long-term form or it can be a one-off incident.

Very important: sexual harassment is not the same as a mutually-agreed flirtation or

relationship.

Types of Sexual Harassment in the workplace

Physical: Inappropriate touching, hugging or kissing.

Verbal: sexual comments about a person's clothing, anatomy, or looks
Non-verbal: rude gestures, staring
Written: Letters, notes, emails, telephone calls, or material of a sexual nature,
sharing sexually inappropriate images or videos

Quid pro quo harassment

It is when a person in a position of authority, such as an owner, supervisor, member

of management or co-employee, attempts to influence the process of employment,
promotion, training, salary increase or other benefit of an employee or job applicant,
in exchange for sexual favours.

The effects of sexual harassment on the victim

The effects of sexual harassment in the workplace can be physical, emotional or

financial.

What to do if you are sexually harassed at the workplace.

You can deal with the problem in an informal or formal way.

Start with an informal way.(talk to the person, talk to the manager)
If that does not work, opt for the Formal Way (bring it under the attention of HR and
taking it further).

56
 DAY 8: AWESOME CLIENT SERVICE

Awesome reception area

Does your reception area create a great first impression?

What do visitors see, hear and smell?

The elements of a welcoming reception area

Clean
No unpleasant odours
Reception desk: not too high
Refreshments
Music: soft
Enough chairs, depending on size of business/type of business
Side table for magazines/coffee cups
Interesting reading material
Restroom nearby (clean) with clear signage
Keep Disabled/special needs in mind
Clean, tidy desk
Go green: flowers, plants
Keep the reception area free of trash. No dirty dishes, banana peels in the paper
basket. Avoid storing items like boxes of files within eyesight.
Keep confidential documents out of sight.
Depending on size of reception area: Have a clear traffic flow within the reception
area. Pathways should be clear.
If the reception area is also a retail location, keep it neat, make it appealing,
Good security: cameras, security doors

Telephone etiquette
How do you feel if you phone a business, gets cut off twice, put on hold three times
and then get transferred to the wrong department? Only to be cut off again?
Despondent, angry, frustrated?

Good telephone etiquette is crucial for a business. Sometimes it is the first point of
contact a client has with the business and, as far as first impressions go, it can make
or break a business relationship.

Answering the call

1. People want your undivided attention be mindful of distractions

2. Answer professional, warmly
3. Be prepared
4. Mind your language no swearing, no rudeness (even if they are), slang
5. No shouting
6. Be patient, helpful

57
7. Speak clear and slow
8. Identify your business
9. Never interrupt
10. Listen carefully
11. Use if possible
12. No eating, drinking, chewing bubble gum while talking on the phone
13. Ask before transferring the call
14. Tone of voice not aggressive, anxious
15. Answering service phone back within 48 hours

Making the call

1. Be prepared
2. Identify yourself properly
3. Leave clear messages name, number, company, repeat cell nr and keep it short
4. Keep at notebook and pen handy

Welcoming guests at work

The reception area is the first point of contact that people have with an organisation.
Visitors sometimes spend time in the reception area before being seen by the person
they intend to visit. It is very important that visitors should be treated properly, made
to feel comfortable and to deal with them in a professional manner.

Tips to remember

Visitors can base their perceptions of you and your company on your actions, words
and workspace. Just like guests in your home, office guests should be treated cordially
and with respect.

1. Look up when someone walks through the door.

2. If you're on a business call, make eye contact with the visitor, smile and finish the
call as soon as possible. Apologise for the delay and ask how you can help.
3. Ask the visitor their name and surname, who they would like to see and if they
have an appointment or not.
4. Make them feel welcome greet them
5. Be friendly offer the guest a seat in the reception area
6. Be ready to answer any queries related to the business, where possible, provide
leaflets / booklets or other information resources.
7. Inform the manager/supervisor that their guest has arrived
8. Show the guest through to the office if it appropriate.
9. Check in with the visitor if he or she is waiting for more than a few minutes.

Remember: Make your visitors feel welcome at all times.

58
Reading your client's body language
Understanding non-verbal communication is crucial. Your life and business are
dependent upon successful communication with others. The inability to interpret a

meeting.

Negative facial expressions (nervousness, dislike, stress):

Furrowed forehead.
Nose crinkle.
Lips pursing.
Jaw moving to the side.
Repeated touching of the nose or eyelid.
Looking in a different direction while verbally responding.

Positive facial expressions

Consistent eye contact.

Raised eyebrows.
A perked head position, nodding in agreement.
A head tilt to the side is a submissive signal, exposing the throat and neck; it conveys
inquisitiveness and interest.

When reading body language, one of the most important elements is to establish a
baseline. It the first few minutes of meeting someone, pay careful attention of their
natural mannerisms. Otherwise, it can be easy to misread their behaviours as
exaggerated when they are in fact normal.

Communicating effectively with your clients

Effective customer communication is the cornerstone of any successful business.
Personnel who are able to consistently and effectively communicate with their
customer base enjoy stronger relationships and increased sales success. In order to
maximize your ability to communicate with customers, remember these vital points.

1. Listen actively. Effective communication starts with being a good listener. Focus
on what the customer is saying rather than formulating your response. Use body
language or small phrases, such as nodd
demonstrate that you are paying attention. If you are with the customer, maintain eye
contact. When the customer has finished talking, repeat what you think you heard to
ensure you clearly understood their message before you respond.

your ability to communicate effectively. Allow the customer to finish his/her thought
before you respond. It not only demonstrates respect, but it will also ensure you truly
understand the point the customer is trying to make.

59
3. Use easy-to-understand words, not industry terms or jargonIn order to effectively
communicate, you need to use words and phrases that the customer will easily
understand.

4. Use professional wording, not texting terms when communicating electronically.

While you and all of your friends may easily understand acronyms like BTW (by the
way) or TTYL (talk to you later), those terms may not be as obvious to a customer,
thus leading to communication confusion. Using these terms can also make you seem
unprofessional. As with industry terms and jargon, avoid using texting terms. Clearly
write what you are trying to say.

n such a way that you

questions in a polite and professional way go a long way towards demonstrating high-
quality customer service.

6. Use positive, not negative statements. Customers want to hear what you can do to

impact their impression of you, your department and your dealership. Instead of

customer with positive rather than negative statements, you can greatly reduce the
number of roadblocks you may encounter.

7. Be aware of words or phrases that can lead to a defensive reaction. You also want
to be aware of phrases that might inadvertently create a defensive or resistant reaction
from

and the communication channels flowing.

when you communicate. Are there a lot of background noises or events happening
nearby that might distract either you or the customer from fully focusing on the
conversation? If you are in a noisy or busy area, move to a quieter location. Whether
you are speaking with a customer on the phone or in person, being in a quiet location
where you can focus will benefit you both.

9. Ask the customer how THEY prefer to communicate. Finally and possibly, most
importantly, ask the customer how they prefer to communicate. While you may prefer
email, the customer might prefer text messages. Or the customer might have a limited
texting plan on their phone, and actually get upset if you constantly bombard them with
text messages. At the start of your relationship with each customer, take the time to

is simple question can go a long way in helping you communicate more

effectively with your customers.

60
Closing an interaction with a client
The beginning and the end
two most memorable parts for the
these interactions as having a great impact on the sales experience. It is therefore
imperative that these two interactions the beginning and the end receives extra
attention. Word of mouth great tool for promoting business good customer
experience, happy customer, good referral.

Last impression: Mostly overlooked. Customer goodbyes are frequently overlooked.

Finish helping a customer by suggesting a next step. If the customer are ready to
purchase, direct or escort the customer to the till point. If the customer are not ready
to buy, ask questions such as:

"Is there anything else I can help you with?"

Do you have more questions for me?
"Would you like me to phone you if we receive stock ",
-mail/pho
Never say something such as "Righty-

notable chance to bond with a customer. Remember to be sincere. Personal

invitation to return:

Your willingness to correctly close a conversation shows the customer three important
things:

You care about getting it right.

You're willing to keep going until you get it right.
The customer is very important to you

61
 DAY 9: TECHNO ETIQUETTE

Cell phone etiquette

July is National Cell phone courtesy month. important,
they have a national day for it.

Facts

1. Cell phone addiction is real.

2. Cell phones are here to stay.
3. Cell phones make up an integral part of our daily life.
4. Cell phone etiquette is a necessary part of our life.

Tips

1.
2. Avoid taking calls when you are already engaged in a face-to-face conversation.
3. Watch your language, no swearing
4. Be mindful of personal or confidential topics in public
5.
6.
7. Don't yell. Or shout. Be mindful of your volume.
8. Respect universal quiet zones such as the church, library, theatre, school function,
funerals, and wedding ceremonies.
9. Voicemail is there for a reason, let it handle non-urgent calls.
10. Most important: Don't text and drive.
11. Open office: be mindful of weird ringtones, keep it on vibrate, walk away if you
take personal/confidential calls.
12.
13. Be mindful of what you send.
14. Respond promptly.
15. Never drink and text.
16. Never text angry. *(step away, take a breath, count to 30, ask a friend, consider
the repercussions)

Exceptions

There are exceptions to every rule:

Doctors, nurses, first responders, police, firefighters

Those expecting emergency calls
Those who have an infant with a babysitter, or a person with a caregiver
Those researching an important request, such as directions.

If accepting an emergency call, excuse yourself with an apology.

me. I will return in a
So use common sense.

62
WHATSAPP groups
10 million users in South Africa only. (2017)

Benefits of the WhatsApp work group

1. Better relationships e.g. between seniors/juniors or teachers/students

2. More informal
3. Fun
4. Informative
5. Transparent way of communicating
6. WhatsApp is cheap, easy to use, fast and very convenient
7. Increasing efficiency and productivity at work

Disadvantages

1. Overwhelming
2. Blurring line between office and home.
3. Complaining
4. Time: your time is no longer yours, you are available all the time.
5. Managers/bosses may expect immediate answers
6. Unprofessional messages are shared,
7. Colleagues insults one another other and
8. Staff can be reprimanded embarrassing

Rules

1. Use common sense.

2. Know the purpose of the group and respect it (Use it for the correct reasons)
3. Set boundaries: weekends, after hours?
4. Do not post after a previously agreed-upon time unless it is an emergency. Just
know what an emergency is.
5. Be mindful of jokes and motivational messages/videos. If you by mistake send a
message to the wrong group: Apologise and Delete, delete, delete.
6. Do not argue, create drama over petty issues.
7. messages (really nothing will happen) or send fake news.
8. Violent or pornographic content is not appropriate on a work group.
9. Avoid sending videos or files that are very large, think phone memory or mobile
data usage.
10.

11. Keep grievances private.

12. Repeat rule number one. (Use common sense)

Tips

1.
2. Politics, religion, sex: Be sensitive and careful.
3. Inform the group administrator about complaints you might have

63
4. When replying to a specific comment from
avoid confusion.
5.
6.
7.
in a new message.
8.
9. Do not have one-on-one conversations in the group. Switch to private messages

If you are not sure, ask yourself these questions before you post:

Is this relevant?
Is this necessary?
Is this a good time to post?
Is it kind?

If work WhatsApp groups do not have clear rules, and expectations, it could have a
negative impact:

E-mail etiquette
Depending on the type of work you do, about 25 % of our time at work spent on sending
and receiving e-mail.

Some e-mail frustrations

Receiving emails wat does not apply to you.

Messy e-mails
No clear subject line

Why do we need to adhere to proper e-mail etiquette?

1. To appear competent. To your customers, managers and colleagues.

2. You never know who may read your mail.
3. Emails that are to the point and easy to read are more efficient saves time and
money.
4. E-mail overload causes stress, wastes time
5. Improve relationships

How to we write proper e-mails?

Subject lines

A good subject line helps your reader to know what it is about, prioritise your email
and find it quickly again at a later stage.

Tips to consider when writing a subject line

1. Always use a subject line. Never leave it blank.

2. Write the subject line first. It sets the tone and you do not forget.

64
3. Make sure the subject line is simple, accurate and catchy.
4. Keep it short. Use about 6 8 words.

Examples of good subject lines

Meeting date changed

Quick question about your presentation
Free to catch up over coffee next week?
Inquiring about your design services

Examples of bad subject lines

Read immediately, please read, important

Quick question, our conversation, our meeting, your file, my cv,

Introduction

Always have an introduction.

Start with a greeting and use an appropriate salutation. E.g.:
Good afternoon, Ms. Chandra.
Hello, project team and volunteers.
Hi, Jennifer.
Hallo

Not
Hey,
Sup, team!
Yo!
Hey you guys

The Body

1. Use proper grammar, spelling and punctuation. It matters in e-mails.

2. Know your audience level of formality.
3. No CAPITAL LETTERS. It implies yelling.
4. Make your message brief and to the point.
5. Add the email address last, so that you send the email only when perfect.
6. Check it twice before you send
7. .

Closing

Never forget to include a closing phrase at the end of the message, e.g. Best regards,
Kind Regards, Sincerely, or Thank you.

65
Sending/responding/replying

1. Reply to all e-mails within 24-48 hours after first receiving a message
2.

Forwarding

1. Think carefully about WHY you forward the message, is the e-mail of value
(accurate information), will it be appreciated (is it something the recipient is
interested in or needs), if it is humorous (do they have the same sense of humor
as you do).If you cannot think of why the person you are forwarding to would like
to receive the e-mail -
2. If you must forward to more than one person, make sure you use the CC and BCC
fields correctly.
3. Do not forward email messages without your personal comment or a short personal
note; otherwise this may sound impolite.

TIPS

1. Always be friendly, polite,

2. Include all the necessary information up front.
3. Be careful with humour and no offensive language.
4.
5. Don't send confidential and employment contracts via e-mail
6. Use a professional email address No: ilovebeer@.... Or iamweird@...
7. Use exclamation points sparingly!!!!!!! (emotional/immature)
8. Reply to your emails even if the email was sent to you by mistake.
9. Remember nothing is confidential
10. Chill out before sending a nasty reply to a nasty email. Count till 30
11.
12. Always use the words 'please' and 'thank you'

Social media etiquette

Facebook, twitter, LinkedIn, Pinterest, Instagram. These are only a few of the social
media websites we use. We use it for business, personal, marketing, connecting,
Be aware of social media etiquette. You and your business has a
reputation to protect, to maintain a professional image.

Social media mimics real relationships.

Would you do the following within real face-to-face relationships?

1. Jump on the friendship bandwagon without properly introducing yourself?

2. Consistently talk about yourself and promote only yourself without regard for those
around you?
3. Randomly approach a friend you barely talk to and simply ask for favours
repeatedly?
4.

66
At work

1. l media policy. Who are in charge of posting on social

media?
2. Confidentiality is key.

General tips

1. Do not post negative, controversial, rude or potentially insulting comments

2. Be nice. Do not speak ill of others, or competitors be a good sport
3. Do not use to air dirty laundry.
4. Respond respectfully do not respond at all.
5.
first have to give respect.
6. Relationship or personal drama is best kept private.
7. Stay professional if you w
say it online
8. Avoid bad-mouthing others, bad for your image, you may be judged
9.
10. No vulgar language, swearing. People judge you.
11. Keep confidential stuff confidential.
12. Each social network has its own rules of conduct, and methods of interaction.
Learn it.

67
 DAY 10: THE INTERVIEW

Example of a curriculum vitae

CURRICULUM VITAE
NAME AND SURNAME
Contact details: Cell: 083 123 4567 e-mail: myname@gmail.com

VISION AND CAREER OBJECTIVES

My vision for my career going forward is to be in a stable organisation, one which entails challenges
for me and where I can grow and develop my career. USE

SPECIFIC AREAS OF EX PERTISE AND EXPERIEN CE

Fully computer literate MS office
Add any areas where you would see yourself as an expert, or skills and competencies that you
have developed or fine-tuned and you want to bring this to the attention of your potential
employer. LEAVE IT OUT IF THERE IS NOTHING TO MENTION

PERSONAL PROFILE
I am an enthusiastic, positive and energetic individual and eager to add value within the name
industry. I have a keen interest in and passion for the tourism, financial, engineering...INDUSTRY. I
am friendly, honest, hard-

QUALIFICATIONS
TERTIARY INSTITUTION:
Boland College Qualification or busy with OR
Enrolled as a student with ABC College www.abccollege.co.za
HIGH

Awards:
Highest marks in subjects (

EM PLOYM ENT HISTORY EXAMPLES ONLY (START FROM MOST RECENT PLEASE)

2018
Job title: Part Time Waiter
Responsibilities: Taking orders and ensuring excellent customer service
Skills employed: Communication with variety of personalities, time management, working with
money
Any other part time or full time jobs Time period
Job title: Newspaper Delivery
Responsibilities: Getting up early and delivering Newspapers to homes in Wellington.
Skills employed: Time management, logistics and route planning

INT ERESTS AND HOBBIE S EXAM PLES ONLY

Working out, Running, Kite flying, Surfing, Reading, Cooking, Working hard and being successful.

EXTRACURRICUL AR ACTI VIT IES EXAM PLES ONLY

2017: Choir Master for Athletics support team.
2016: School Hockey Team captain.

REFERENCES
Mr Name and Surname: Mentor and Teacher Tel 021 666 555 444

68
Being able to write a perfect curriculum vitae is an important tool for everyone to have.
Your CV, short for curriculum vitae, is a personal marketing document used to sell
yourself. It should tell them about you, your professional history and your skills, abilities

job.

Very important: Your CV should be perfect no spelling or grammatical errors.

Preparing for the interview
1. Research the company.
2. Find out who will be conducting the interview beforehand (name), how many
people, prepare for a panel.
3. Rehearse answers to any expected questions before the interview. Example of

4. Dress the Part to impress Avoid wardrobe malfunctions Grooming, there is no

second chances on a first impression
5. Take with: pen notepad, a hard copy of your résumé (4 5) even though you will
have sent an e-copy, bring letters of references and samples of work, just in case,
a list of questions to ask, if you're interviewing for a tech or web job it's fine to bring
your laptop
6. Arrive about 10/15 minutes early...but no sooner. Make sure you know the address
and how to get there
7. Look in the mirror one last time.
8. Your interview starts as soon as you arrive
9. Introduce yourself to the receptionist, if there is one. Who are you, who you meet
10. Make sure your cell phone is off...not on vibrate
Interview etiquette
1. Be the one to greet first.
2. Look people in the eye.
3. Smile.
4. Ace the introductions. Greet your interviewers as Ms or Mr. Use proper titles
when addressing the interviewer.
5. Do not forget the name of your interviewer - awkward!
6. Greet your interviewer with a firm handshake and introduce yourself. Be
prepared for a little small talk, but don't overdo it.
7. Practice polite, confident open body language.
8. Don't walk into a job interview with a coffee cup or water or food, do not chew
gum.
9. .
10. Posture. Sit up straight and lean slightly forward.
11. Let the company take the lead during your interview.
12. Be interested in what the interviewer has to say about the company and the
position.
13. Listen to what the interviewer is asking you.
14. Do not interrupt the interviewer or give overly long or short answers.
15. Highlight your goals and accomplishments without relying on your résumé.

69
16. . Be brief and to the point.
17. Ask questions.
18. Take notes only if necessary.
19. Keep your eye off the clock.
20. Pursue the job even if your interview is going badly.
21. Thank your interviewer after the interview, with a firm handshake again.
22. Your interview is not over until you drive down the road.
Afterwards
1. .
Do not:
1. Lie
2. Wear sunglasses
3. Show up hungover and/or really tired.
4. Go to the interview if you are really sick.
5. Leave a Bluetooth earpiece on, or leave earphones around your neck
6. Wear too much perfume or cologne.
7. Wear a hat or cap to the interview.
8. Play with your hair.
9. Mumble and use poor grammar, ummm, like
10. Criticise your last company or boss.
11. Forget your work history.
12. Check your notes for an answer to a question.
13. Tell the interviewer that you really need the job and/or the money.
14. Ask about salary and benefits right away.
15. Have background noise (kids, pets, etc.) during a phone interview.

1. Your parents,
2. your dog,
3. your lunch,
4. your shopping,
5. 50 Shades of Gray

70
 CONCLUSION

The cost of incivility and rudeness

, is costly to organizations in
subtle and pervasive ways. Although uncivil behaviours occur commonly, many
organizations fail to recognize them, few understand their harmful effects, and most
managers and executives are ill-equipped to deal with them.

Below are some of the costs of incivility and rudeness:

Increase in absenteeism
Job satisfaction and loyalty diminish
Competent employees resign
Health issues
Employees lose work time worrying
Employees could cut back their work efforts
Some will sabotage equipment

Factors influencing behaviour

We are all human. Factors that influences our behaviour are discussed, as well as
ways how to minimise the impact of these on our lives.

Emotions

We all have emotions. Sometimes we are happy, sad, angry, frustrated etc.
But it is important to manage your emotions at work. Otherwise it could sink your
career. Not being in control of your emotions at work, contributes negatively towards
how other people perceive and act towards you and your success at the workplace.

A few tips on how to manage your emotions:

1. Wait (count till 10 or 30, 100 if necessary)

2. Process your thoughts
3. Think it through
4. Think before you speak
5. Think before you send that e-mail

It is very difficult, if not impossible to display good manners at work, to be polite and
gracious when your emotions are in control.

Stress

The workplace is stressful. Life is stressful. We need to learn how to manage our
stress-levels at work. Put boundaries in place. Pursue a hobby. Go for a long walk
after work. Stress is a major factor that contributes to our overall health or lack thereof.
Stress can cause high blood pressure, diabetes, heart problems

71
Personal Problems

We sometimes have personal problems that could affect how we behave at work. It is
best to keep your personal problems at home, but sometimes it is too overwhelming.
Make an appointment with your manager. Your manager do not need (or do not always
want) to know the exact detail of your personal problems.

We are less-than perfect

We are all human. No one is perfect. We all make mistakes. Sometimes we do not
immediately realise that we made a mistake and sometimes we do.

Life is a constant learning process.

Managing missteps

What do we do when we make mistakes and how do we rectify such behaviour?

First of all be humble. If you realise that you have made a mistake, be humble about
it. Acknowledge that you did or say something that was not in line with what you should
have done.

Secondly, apologise. A sincere apology will get you far. If you are prepared to
apologise, most people will forg
yours.

Thirdly, use a bit of humor. A little but of humor can go a long way. Knowing how and
when to use humor is a skill, but in the right circumstances, it breaks the ice, puts
people at ease and makes uncomfortable situations better.

72
 SUMMARY
Being ready and making a success at the workplace is not always easy and sometimes
it takes quite a lot of effort. But remember this effort will pay off. The reward? It will
propel your career forward.

Remember, it is not only your managers and bosses watching you, your colleagues
and clients also do.

Allways do your best, keep shining and reach for the stars!

We hope you enjoyed this course.

73