PREPARE F

OR
WORK – UN
IT 1
Prepared by
Josset J. Headley, M
BA, B.Sc,
P.G.Dip.
 LEGISLATIONS
0 Occupational Health
& Safety

0 Equal Employment
Opportunity
 Introduction
0 Employer’s expect high performance from the first day
of work.
0 You will be evaluated for how much you contribute to
the company and how hard you work.

0 Your challenge is to find ways to show your company

that they made a good decision in hiring you.
 Demonstrating Your Value
0 View the job as an exciting opportunity .

0 Consistently work hard.

0 Learn and practice required skills outside of work.

0 Show commitment to your job and company.

0 Complete work accurately, on time, and with a positive

attitude.

0 Show a willingness to learn new ways of doing things.

 Demonstrate Your Value
0 Stay busy doing work of value to the company

0 Take the initiative. Don’t wait to be told what to do.

0 Develop a good relationship with your supervisor and

co-workers.

0 Dress and act professionally.

 Definitions
Work
gainful and productive employment which provides valuable
and enjoyable experiences.

Rights
 principles or benefits that you are entitled to exercise or
claim

Responsibilities
 duties that you are expected to fulfil

Company Culture
 A set of behaviours and unspoken rules that define how
things get done
APPROPRIATE PERSONS -
TRAINING

0 Supervisors
0 Mentors
0 Trainers
0 Colleagues
 ACQUIRE ADDITIONAL
SKILLS
0 On-the-Job Coaching or
Mentoring
0 Presentations/Demonstrating
0 Formal course participation

0 Work experience
 JOB REQUIREMENTS
0 It is important that you understand the requirements of
the job and your responsibility to the organization. You
will receive the following:

0 Policy and Procedures Handbook

0 Job Description
 WHAT IS A JOB
DESCRIPTION?
0 A document outlining the duties and
responsibilities comprising a
particular job.

0 Job descriptions will be made up to

reflect the level of authority the
worker has.
 IDENTIFY ROLES OF
COLLEAGUES & SUPERVISORS
0 Knowing the responsibilities of your colleagues is
very important in clarifying ambiguities related to
specific job tasks and in avoiding ‘passing the
buck’.

0 You should know your supervisor’s

responsibilities in order to help prevent conflict
and to help you perform better within certain
guidelines.
 ACTIVITY
0 In your groups, write a job description for an
administrative assistant.
RIGHTS & RESPONSIBILITIES
OF EMPLOYERS
0 The responsibility of providing a safe environment, free from
discrimination and sexual harassment
• The right to dismiss an employee if he should:
- Commit a criminal offence
- Cause an accident through negligence or
carelessness
- Commit acts of disloyalty such as revealing
confidential information
• To instruct employees on how to do the job that is expected of
him/her
• To provide a clean environment
• To provide opportunity for career advancement
BEHAVIOURS - CONTRIBUTE
TO SAFE ENVIRONMENT
0 Discussing and negotiating problems and tasks
with other team members
0 Sharing knowledge and skills
0 Identifying and reporting any risks or hazards
0 Using business equipment according to
instructions
0 Wear personal protective equipment (PPE)
 DISMISS EMPLOYEE IF
HE/SHE SHOULD…
0 Commit a criminal offence

0 Cause an accident through

negligence or carelessness

0 Commits acts of disloyalty such

as revealing confidential
information
RIGHTS & RESPONSIBILITIES
OF EMPLOYEES
0 Obeying lawful orders
• Knowing the terms and conditions of own employment
• Regular attendance
• Punctuality
• Protection from discrimination and sexual harassment
• Taking an interest in the product of the organization
• Safety and care with respect to occupational health and
safety policy
• Right to union representation
• Confidentiality of information concerning the
organization, clients or colleagues
COMPANY’S GOALS MAY BE
STATED OR IMPLIED…
0 Organizational values and behaviors, policies and
guidelines
• Flexibility, responsiveness, financial performance
• Work procedures and/or procedures manuals
• People management, interpersonal
communication
• Business planning, customer service
• Relevant industry codes of practice
 WHAT IS A MISSION
STATEMENT?
0 A written expression of the basic
values and objectives of an
organization.

0 Goals and objectives of an organization

are also stated in a mission statement,
which is centrally located in the
organization.
 CONTRIBUTE TO A SAFE
WORK ENVIRONMENT
0 Identifying and reporting any risks or hazards
• Using business equipment according to instructions
• Being trained in safety practices
• Keeping the surroundings clean
• Erecting safety signs in appropriate locations
• Wearing protective gears
• Cooperating with employer in promoting and
maintaining health and safety
• Discussing and negotiating problems and tasks with
other team members.
 WORKPLACE SAFETY
0 Safety is EVERYBODY’S business
 ACTIVITY – 15 minutes
0 Sit in groups of four and carry out the following
activity. Assign someone from each group to
present to the class.
0 You have visited an organization where workers
were engaged in unsafe work practices. You decided
to introduce them to Office Health and Safety
requirements as they relate to the use of office
equipment. Do a written presentation of these
standards to be given to all workers. (Write the
standards in your group and present orally to the
class).
 WORK IN A TEAM
0 Display a courteous and helpful manner at all
times
0 Complete allocated tasks as required
0 Seek assistance when difficulties arise
0 Use questioning to clarify instructions or
responsibilities
0 Display non-discriminatory attitude
 BE COURTEOUS AND
HELPFUL
0 When you go to work, you will become part of the
team working to achieve the organization’s
objectives. In order to be an effective player, you
should ensure that you display courtesy and
helpfulness to other team members. This will help to
create a harmonious atmosphere and less pressure
will be placed on one person.

0 Being helpful and playing your part in a team will also

help to boost your morale.
 WHAT IS A TEAM?
0 Two or more persons working together to achieve
a common goal.

0 Why is it important that you display courtesy and

helpfulness when you are working in a team?

Yes! To develop harmony on the team.

 JOB EVALUATION
0 This is the assessing of work performed by
employees over a period of time (usually 1 year)
against their job description. It helps in
determining the overall performance of the
organization.

0 A job evaluation is beneficial for various reasons

including putting a value on the job you perform
and it also helps in identifying appropriate areas
for improvement that you may be trained in.
HUMAN RELATION SKILLS
0 When you work in a team, other interpersonal
skills will also become important.

0 Human relations skills refer to the capacity to

connect with others so that you can constructively
collaborate and achieve common goals. This
includes being able to understand and empathize with
others, as well as being able to communicate
effectively.
EXPRESS IDEAS/CONCERNS
0 Other workers possessing similar qualities will be
willing to share information and will be willing to
listen when you express your ideas and concerns.
 USE QUESTIONS TO
CLARIFY
0 Developing the art of questioning is vital if you are
to get a full understanding of your job and the way
your company operates.

0 Ensure that you understand what is required of

you so you can perform accordingly. If you are in
doubt, do not hesitate to ask questions to get a full
understanding of your assignment. Seek clarity!
 DISPLAY NON-
DISCRIMINATORY ATTITUDE
0 In an organization you will have to deal with different
types of people. Each person you interact with might
be different in his/her behavior and in the way he/she
does things. This may be due to the following:
• The difference in people’s religious & social
beliefs
• The varying backgrounds & cultures
• Each person’s expectation or goals
• The physical capabilities of individuals

DO NOT DISCRIMINATE!
 EXERCISE TACT
0 Your way of handling each customer or colleague
should not imply any form of discrimination. Each
person should be treated with the same level of
respect and care.

0 Example, the way someone dresses or speaks,

should not determine the type of service he/she
receives or how you communicate with them.
 EXERCISE TACT
0 Without overlooking other customers, you should pay
special attention to the elderly and the handicapped.
These rules should apply in all aspects of your work
as non-discriminatory attitudes should be displayed
in:
• All contacts with other staff, clients or
management
• Verbal or non-verbal communication
 IDENTIFY WORK AND
PERSONAL PRIORITIES
0 Priorities are activities that require special and
more immediate attention.

0 In accepting a job in a firm, you need to analyze

your commitments and ensure that a balance is
created between competing priorities, and
interference remains limited.
 PRIORITIES
0 Though you are employed in an organization, you will
have personal things that you need to take care of. Your
personal priorities may relate to things such as your
personal studies, your home/family recreational
activities, having other jobs and your culture.

0 Your work priorities may vary according to the

organization’s requirements, the type of work you
perform and the degree of client/customer contact.

0 In accepting a job in a firm, you need to analyze your

commitments and create a balance.
 PERSONAL PRIORITIES
0 Personal studies/assignments
0 Home/family recreational activities
0 Other jobs
0 Culture
0 Time management – prioritize tasks and allocate time
where necessary. Plug tasks to be completed in your
electronic calendar
 PERSONAL GROOMING

0 The way you dress is the single most important non-

verbal communication you make about yourself.
0 Your dress conveys success, trustworthiness, intelligence
and suitability.

0 Image is everything…people judge you first based on

how you look!

0 Make sure your clothes are nicely pressed.

0 Bring an extra tie, shirt or pantyhose just in case.

 PERSONAL GROOMING

GROOMING TIPS:
0 Hair: should be clean, styled and should appear
professional and appropriate for the workplace
0 Nails: clean and manicured. When wearing nail polish, it
must not be chipped
0 Shoes: clean and appropriate – no flip flops
0 Clothes: properly laundered and in alignment with the
organization’s dress code
0 Hands: Clean and sanitize as needed
0 Jewelry: not excessive (see handbook)
0 Demonstrate proper deportment when walking, sitting and
standing.
 CORRECT POSTURE …
0 Straight back
0 Appropriate placement of feet
0 Upright positioning of body according to physical
capability
0 Hands arched over keyboard with a “wrist rest”
 BEHAVIOUR
0 Demeanor in the workplace
0 Attitude displayed to customers and other team
members
 GROUP DISCUSSION
0 A friend has recently been employed as an
Administrative Assistant in a call centre. She is
scheduled to work from 7:00a.m.- 3:00p.m.
0 She is finding it extremely stressful to cope, because
she attends classes 2 evenings per week from 5:30-
7:30p.m. and has a family to take care of. Already
her supervisor is reprimanding her for lateness and
unfinished tasks on the days that she has classes.
0 Suggest ways in which the Agent may be assisted in
dealing with the problem.