Work effectively with others .au



BSBWOR203Work effectively with othersThis unit describes the skills and knowledge required to work cooperatively with others and deal effectively with issues, problems and conflict. Key terms and conceptsTermDefinitionAcknowledgeTo express appreciation or recognition to a person carrying out a task.Anti-discriminationNot being allowed to treat people differently because of their race, sex, disability, homosexuality, age etc.Business planA plan of where a business wants to go in the future, its short and long term goals and how it plans to achieve them.Code of conductA set of practices regarding the conduct that employees must follow while at petenciesThe abilities that an employee displays while completing set tasks in the course of his or her employment.ControlsCommands or restraints put in place to restrict activities that can cause injury or illness.DelegationA representative group of employees who represent other employees.DiscussionAn informal conversation about a specific subject.EmpathiseTo identify with and understand another's situation, feelings, and motives.EncourageTo give reassurance, stimulation, support, inspiration etc to someone either during or at the completion of a task.FeedbackA response or information given during or at the completion of a task.HazardAnything that has the potential to cause injury or illness.Job descriptionA document that sets out the description of the tasks to be completed by an employee in the course of his or her employment.NegotiationA discussion to enable an agreement or a compromise.Occupational Health and SafetyLegislation to protect the health and safety of all workers and visitors in a business.Open communication channelsProcesses to encourage open communication between all levels of employees within a workplace.OpportunityA chance or opening offered by circumstances.Preferred task completion methodThe way that the organisation likes to have a task completed.PrioritiseTo rank tasks according to their importance or urgency.RiskThe likelihood of injury or illness if exposed to a hazard.StrategyA plan of action or policy within a business organisation.Supervision and accountability requirementsThe policy relating to who supervises whom and who is accountable for what tasks and to whom.Important notesDeveloping effective workplace relationsTeamsA team is a group of people who are working together for a specific purpose. Often each person has a different skill that they bring to the group so that they complement each other and are able to complete a wide range of tasks. The team may consist of the entire business organisation, a department or section, a group formed for a specific purpose which then disbands when the task is complete, or even a committee that meets every now and again. People are often members of a number of different teams at the same time.Features and characteristics of successful teamwork includeall members being committed to the goals of the teameffective communication between team members so that each person understands what is expected of themeach member co-operating with everyone and assisting others when they need helpeveryone being flexible with respect to the tasks they complete – the more multiskilled a team, the more work will be completed within the designated time framessharing of ideas and everyone contributing to brainstorming activities, especially when problem solvingeveryone adopting a positive attitudepeople respecting differences in personal values and beliefs related to culture, religion and language.For a team to be successful, responsibilities and duties must be undertaken in a positive manner to promote co-operation and good relationships. This can be achieved by followingthe requirements of your job descriptionthe goals and objectives of both the organisation and the team in which you are workingthe organisation’s business planthe organisation’s supervision and accountability requirementslegal requirements, such as Occupational, Health and Safety regulationsanti-discrimination policyaccess and equity principlesethical standards or industry Code of Conduct.Seeking assistance from workgroup membersThere are many times when a problem arises that you cannot solve by yourself. If you cannot finish a task, then you slow down the whole group. It is then necessary to ask for assistance, by approaching others, for exampleyour supervisoryour coach or mentoryour colleagues or other members of the teamanother member of the organisation.It is important to work together. This can happen in either a meeting, teleconference, face-to-face or online via the Internet.FeedbackIt is important that your work performance is monitored and that you receive feedback that is constructive and encourages you to strive for improvement.Feedback on performance may includeformal or informal performance appraisals, which generally occur on a regular basis. The first appraisal usually takes place three months after an employee starts a job then every six or twelve months thereafter. These appraisals allow for a formal method of feedback which can lead to modification of work performance, further training and re-evaluation of performance.obtaining feedback from supervisors and colleagues – mainly in the form of informal comments on a job well done or suggestions of how to complete a task.obtaining feedback from clients – hopefully positive praise rather than negative points.personal, reflective behaviour strategies – thinking about what you have done and how you can improve it next time.routine organisational methods for monitoring service – these include customer complaint or satisfaction forms, and surveys that are completed at the end of a task.Performance appraisalsThere are three steps in the performance appraisal processConducting: the studying of processes, people’s abilities and hence their performance.Modifying: the changing of processes by introducing training to increase performance.Evaluating: the process of review, to ensure that changes have been beneficial.Contributing to workgroup activitiesProviding supportIt is important to provide support to team members to ensure that workgroup goals are met. Providing support to team members may includeexplaining or clarifying policies, procedures, instructions etchelping colleagues to complete tasks on time, especially if you have completed your own tasks ahead of scheduleassisting with solving problemsproviding encouragement in order to foster a positive attitudeproviding feedback to another team memberundertaking extra tasks if necessary.Time management strategiesIn order to ensure workgroup goals are met, it is important to apply time management strategies, includingprioritising: the ordering of tasks so that the most important are completed first and so on to the least important.delegation: passing on specific tasks for completion by someone else, particularly if that person is more skilled to complete the job than you are.problem-solving: often achieved by brainstorming so that the best method of solving the problem is adopted and agreed on by all team members.decision-making: often the responsibility of the team leader so that tasks are completed within the set municationEffective communication is important so thatteam members understand and agree with team goalsgoals and tasks can be clarifiedteam members understand how their tasks fit in with other people’s tasksproblems can be sorted out before they become too seriousinformation that affects team goals can be sharedthe team can evaluate their progress and discuss ways to improve their munication may either be oral or written.Oral communication methods may includediscussion: to share ideas to facilitate a job being completed on timedebate: when two people do not agree so put forward their point of view in order to convince the other personnegotiation: when people discuss their differences of opinion but are willing to compromise with each other in order to get a job donespeeches: for example, in a training session.Written communication methods may includeinstructions: to explain how a task must be completed in order to limit misunderstandingschedules: to prioritise tasks so that the most important is completed firstreports: often used as feedback or when evaluating a task/procedure.Strategies and opportunities for improvement of the workgroupIt is important that strategies and opportunities for improvement of the workgroup are identified and planned in liaison with the workgroup. Some strategies or opportunities may includeholding meetings: an important way for members to communicate and solve problems.brainstorming: many people are able to contribute ideas, particularly when trying to solve a problem, so that the best alternative is adopted.coaching, mentoring or supervision: enables more experienced personnel to help the less experienced in order to improve the latter’s efficiency and performance.formal and informal training provisions: formal includes attending courses whereas informal is often one colleague helping another, which will improve the performance of the person receiving the training.internal and external training provisions: internal training occurs on site whereas external is held at a TAFE College or other business premises, depending on the size and resources of the business. All training would result in improvements in awareness, performance and efficiency of the workgroup.work experience or exchange opportunities: allows a worker to see what is occurring in other work venues and can share ideas with team members to improve work performance of team.personal study: to improve knowledge and performance, which can then be shared with other team members.career planning and development: to have a plan for the future, which can benefit the team.performance appraisals: will identify the need for further training.workplace skills assessment: to determine what skills the members of a particular workplace have so that workgroups can be chosen with the knowledge that the best people for a certain task will be chosen to maximise the outcomes.recognition of prior learning: to ensure that the most experienced or the person with the most training will be chosen for each task to ensure that tasks are completed on time.Case studyScenario“Jolly Advertising” is a very large and successful advertising business. It employs nearly eighty people and has many important clients. It has just landed a big advertising campaign for a new chain of clothes stores catering for the teenage market.Mr Jolly, the owner of “Jolly Advertising” has chosen Jason to be the team leader for the advertising campaign for the new client. The aim is to make the best impression so that this new client will choose “Jolly Advertising” for all its future advertising. Mr Jolly chose Jason for this role because he displays all the good qualities of a team leader, including his ability toenthusiastically motivate peoplemake good, creative suggestionsoffer solutions to problemsfocus on the need of the organisationtake responsibilityrecognise the talents of the workerssee the bigger picture and plan for itbe patient and reliablebe approachable and consider all suggestionsmanage time wellbe realistic.The team, consisting of ten people, is working to a tight schedule and only has four weeks to complete the whole advertising campaign. All is going to plan under Jason’s leadership until two team members, Sandy and Peter, have a disagreement about a layout. Jason steps in and sorts it out. From that point onwards, Sandy and Peter decide that they don’t like each other anymore and refuse to co-operate with each other. The work starts getting behind schedule. It all gets out of hand in a very short period of time and Sandy and Peter become very close to throwing punches.Jason decides to run a training session on conflict resolution as Sandy and Peter’s continual differences of opinion are starting to affect everyone. Jason explains the five main strategies of conflict managementAvoidance – to ignore the problem, a lose-lose situation.Submission – to give up or give in and comply with demands in order to diffuse the conflict.Force – to try to impose demands by using power, winner takes all promise – to meet each other half way, the middle ground.Collaboration – to work together to achieve the outcomes for both parties, a win-win situation.As a result of the conflict between Sandy and Peter, the team has fallen behind. Jason calls a meeting to discuss priorities and re-evaluate the team’s goals. Communication skills are vital at this point. The group brainstorms ideas and after some lengthy discussion, identifies some new goals for the team. They identify the tasks required to achieve these goals and determine the time needed to complete each one. Jason allocates new responsibilities to each team member to ensure these goals are met, splitting up Sandy and Peter. It is decided that everyone will meet together again in three days to review the progress made.For a team to be successful, the members need tobe committed to the team’s goalsbe able to communicate and share ideas with each otherbe co-operative with each othertrust each othergive support to each otherhave a positive attitude.Obviously the first team chosen by Jason did not fulfil these qualities but he is sure that he has the right team now. He often gives each member positive feedback and assures them that assistance tasks is at hand if required.The advertising campaign is finished on time, despite the trouble between Sandy and Peter. The client is very happy with the job and ensures the company that they will be back again.Jason calls a meeting of all team members to evaluate the team’s performance, includingthe goals set and whether they were achievedhow the group worked together and what combinations of people were most successful working togetherwhich tasks were completed well and which ones were difficult to complete and whywhether appropriate resources were available to complete the tasksThe group had the opportunity to discuss their concerns and what they thought might help them next time.to complete.QuestionsHow should Jason have intervened in the conflict Sandy had with Peter?What do you think could have happened if the conflict between Sandy and Peter was insoluble?Describe the communication skills that would be vital at the point when the team starting falling behind in their work and Jason called a team meeting?The case study lists the good qualities of a team leader. List the qualities that each member of the team should possess in order to contribute to the success of the team.List the factors that a team leader should take into account when choosing the members of a team.Answers are not provided. Discuss your responses with your teacher or fellow students.ActivitiesComplete the following table, giving a definition of each term and an explanation of how each one helps to develop effective workplace relationships.TermDefinitionEffect on Workplace RelationsBusiness plan?Performance plan?Anti-discrimination policy?Access and equity principles??Ethical standards??Quality and continuous improvement processes?Defined resource parameters??Job descriptions and employment arrangements??Team structures??Supervision and accountability requirements??Skills, training and competencies??Code of Conduct??Use the following table to list advantages and disadvantages of working in a team.AdvantagesDisadvantages??????????????In the table below, mark whether each characteristic best describes the team leader, a member of a team or both.CharacteristicTeamleaderTeammemberMakes decisions??Solves problems affecting team progress??Positive attitude??Keeps the team focused??Allocates responsibilities??Gives feedback on progress??Conducts team meetings??Able to organise own work schedule in order to complete tasks on time??Good at motivating others??Motivated to work??Co-operative??Flexible??Explain how the implementation of the following strategies can lead to improvements in team efficiencyHolding meetingsBrainstormingCoaching, mentoring and supervisionFormal/informal learning programsInternal and external training provisionsWork experience or exchange opportunitiesPersonal studyCareer planning and developmentPerformance appraisalsWorkplace skills assessmentRecognition of prior learningWritten scenariosFor the following scenarios write a response that demonstrates your understanding of how to work as part of a team.You work in a large organisation that imports and exports goods, and consists of a large office staff, warehouse staff and travelling sales representatives.Your organisation has just received a huge order for goods to be exported to Japan. It is your job to form a team to complete this task. Discuss with your supervisor your plans for the number of people you want on this team and the reasons why you want particular employees to be part of it.The deadline for a particular task is fast approaching and the work is a long way from being completed. You call a meeting of all team members to discuss this problem and to come up with a plan to get the work done on time.As the office manager, part of your job description is to conduct a training and development session for all office staff once a year. This year you decide to discuss strategies that will result in the improvement of work performance for all office employees.One of the relatively new employees is having trouble coping with the workload and seems to be getting further behind every day. You discuss with them time management strategies and where they can go for assistance when they need it.Test your knowledgeSelect the most correct answer for the following:Top of FormWhich of the following is the responsibility of an individual member of a workgroup?To make sure that all resources required are available?To keep everyone focused on the overall goal?To follow the organisation’s policies and procedures?To ensure that all goals are achieved on time?Which of the following would be the most important factor that a team leader would take into account when allocating tasks among team members??How long someone has worked for the organisation?The level of skill and experience each team member has?How much other work an employee is responsible for?Whether a particular person is a good friend or not?Which of the following teams would be responsible for the preparation and mailing of invoices??Management team?Customer service group?Administrative support team?Financial management team?A group member is away sick and you have been asked to take over their duties. Which of the following terms best describes this situation??Flexibility?Trust?Commitment?Feedback?Which of the following situations is an example of providing support for a colleague??Giving encouragement?Negotiating your tasks?Doing a performance appraisal?Attending a study program?Evaluating your performance is a time management strategy.?True?False?Undertaking extra tasks is a way of supporting a team member.?True?False?A team could include two people.?True?False?Allocating tasks is usually completed before determining group goals.?True?False?It is the responsibility of each group member to organise his or her own work schedule.?True?FalseBottom of FormTest your knowledgeMatch the terms provided with the descriptionscode of conduct, strategy, acknowledge, negotiation, delegationDescriptionTerm A plan of action or policy within a business organisation?A group of employees who represent all employees.?A set of rules regarding the conduct that employees must follow while at work.?To express appreciation or recognition of the success or failure of a person carrying out a task.?A discussion between at least two employees to enable an agreement or a compromise? ................
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