OFFICE PRACTICE N6

module 3
Exam study notes
BY JACKY MSIZA
TYPES OF DIFFICULT SITUATION IN THE
OFFICE.
• Sexual harassment
• Gossip
• Complaints
• Aggression
• Criticism
• Undue pressure
• Disrespecting access control
• Breach of confidentiality
Actions that may be taken to eliminate sexual
harassment in the workplace. (by the organisation)
• Develop a clear definition of, and policy sexual harassment.
• Publishing the organisation’s commitment to these policies.
• Utilising the organisation’s grievance and disciplinary procedures to ensure
appropriate action is taken.
• Appointing and training specific managers to handle cases of sexual
harassment and act as counsellor where required
• Running workshops to sensitise all employees to what constitutes harassment
as well as what is unacceptable workplace behaviour in this regard,
• Offering assertiveness training to vulnerable employees
• Develop a positive corporate culture, in which rights and dignity of all
employees are respected.
ADVANTAGES OF BEING PART OF A TEAM
• Provides an opportunity to mix with others
• Broadens outlooks
• Develops confidence
• Encourages the sharing and interchange of ideas
• Boosts morale
• Improves communication skills
• Encourages collective approaches to decision-making and problem-solving.
• Enables team member to use their expertise and to benefit from that of others.
• Helps members develop different perspectives
• Reduces anxiety
• Develop commitment
• Promotes healthy working relationships.
Guidelines for working in a team
• Remember that the leader of the team is responsible for very team member.
• Every member is expected to deliver their best.
• Get to know the people in your team and learn to accept the team members
and be tolerant.
• Be enthusiastic concerning the goal of the team.
• Work together and appreciate one another’s good characteristics.
• Help each other and be prepared to learn from each other.
• Be patient with member in the team that are different from you and people
with creativity.
• Be loyal to your colleagues and subordinates but most all to top-level
management.
GUIDELINES FOR SOLVING THE PROBLEM
• Problems need to be faced up to and the sooner the better.
• They need to be considered in a matter-of-fact way than emotionally and the
certainty that all the necessary information is available.
• While emotions should be kept in check, some problems will still require a
sympathetic ear.
• Listen attentively and without prejudice and collect the facts to be able to
make a judgment and solve the problem.
• Act as a sounding board so that the person can air his frustration or problem-
many times by just leading a listening ear a problem may be solved.
• Expect help and advice are often needed-do not hesitate to ask for help when
the problem is complicated.
• Initiative based on previous experience can be used to have insight into a
problem- experience from more experience staff may also be requested.
STEPS IN PROBLEM SOLVING
• Identify the problem.
• Collect all the information necessary to make a decision.
• Find the best solution to the problem that involves the least risk.
• Make a final decision and inform the people involved.
• If the solution does not work, another solution must be found.
GUIDELINES TO IMPROVE YOUR
LISTENING SKILLS.
• Concentrate on what is being said and the meaning of what is said.
• Avoid saying that you understand if you do not.
• Become aware of your listening barriers and practise eliminating them.
• Make appoint of listening to what not only your boss says, but learn to listen
attentively to people and what they say.
• Listen carefully, note what is being said and if it can be misinterpreted, ask for
clarification of the instructions.
• Repeat information to ensure complete understanding between you and the
other person.
• Listen attentively when you are introduced to someone you can recall not only
their name, but what they have said.
GUIDELINES TO BE ASSERTIVE (SPACES)
• S – Standing up for yourself
• P – Privileges
• A – Accountability
• C – Choice
• E – Equality
• S – Self-esteem
GENERAL GUIDELINES OF OFFICE
ETIQUETTE
• Have a ‘may I be of help’ attitude.
• Be friendly, polite, charming, courteous, sincere and pleasant without being
familiar.
• Treat all people the same. (From the cleaner to the MD)
• Be proud of your work and your duty.
• Be ambitious and show initiative.
• Use your voice optimally.
• Use your language correctly.
• Learn to listen attentively and don’t interrupt or dominate the conversation.
• Show discretion, tact and diplomacy
• Be punctual
• Learn to cooperate with others.
• Be well groomed and well-dressed.
GUIDELINES FOR ENTERTAINING GUEST
THE OFFICE.
• Make provisions for clients basic needs.
• Attract clients with your attitude of hospitality.
• The correct way is to pour tea/coffee in front of the client.
• Use quality tea and coffee, neat tray and tray cloth, good quality cups.
• Take care that there is always a hot water jug and thin slices of lemon
for somebody preferring weak black tea.
• Make pouring tea a ritual- it is reassuring for Japanese, Chinese and
British clients.
PROCEDURES TO BE FOLLOWED WHEN
SERVING TEA/COFFEE AT A MEETING.
• Before the meeting starts enquire who is having tea or coffee.
• If it is a quick meeting, the tea and coffee orders are taken before the meeting starts.
• The attendees can enjoy their tea/coffee before the meeting starts or they can take
their drinks to the meeting venue.
• A tray with a teapot or coffeepot, milk jug, sugar bowl and cups can be place in the
venue.
• If there is a small break in the meeting to stretch legs tea/coffee could be served
again.
REASONS WHY THE MANAGEMENT
ASSISTANT MUST SCAN THE MEDIA.
• To be able to give an informed answers when questions are asked about a matter of
current interest.
• To develop their own character, personality, general knowledge and opinions.
• By following the course of current affairs, they will become aware of their own
place and the business place in the world around them.
• Be aware of the conditions and influences in trade and industry and fully
understand them.
• They will be able to help the manager keep abreast with all the matters relating to
the business.
• Being familiar with different media platforms in use, they will have the advantage
of being able to obtain other information the manager might need quickly and
effectively.
10 GUIDELINES FOR SHOWING COURTESY
WHEN LIAISING WITH CLIENTS.
• Meet clients promptly
• Greet them in a friendly way with a smile
• Invite them to state their reason for the business call.
• Listen to them with attention
• Show an interest in their business
• Be patient and tolerant
• Use positive words and expressions
• Speak in a pleasant voice
• Treat them as important people
• Address them appropriately
• Show appreciation for their contact with the business.