PARTS OF A COMPETENCY-BASED

LEARNING MATERIAL

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 Competency – Based Learning Material
Electrical Installation& Maintenance NC II

Qualification:
ELECTRICAL INSTALLATION AND MAINTENANCE NC II

Sector:
ELECTRICAL & ELECTRONICS
Unit of Competency:
PARTICIPATE IN WORKPLACE COMMUNICATION
(Basic Competency)
Prepared by: Richard A Manansala

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 TABLE OF CONTENTS

ELECTRICAL & ELECTRONICS

ELECTRICAL INSTALLATION AND MAINTENANCE (EIM) NC II

Page No.
ELECTRICAL INSTALLATION AND MAINTENANCE NC II
TABLE OF CONTENTS 3
HOW TO USE THE Competency based Learning Material 7
RECOGNITION OF PRIOR LEARNING 8
LIST OF COMPETENCIES 9
SECTION 1 BASIC COMPETENCY 10
Unit of competency

Participate in workplace communication

LO1 Obtain and Convey workplace 12-72

LO3 Perform duties following workplace instructions
LO2 Complete Relevant work-related document

Work in a team environment 73

LO1 Describe team role and scope 74-97
LO2 Identify one’s role and responsibility within team 98-124
LO3 Work as a team member 125-166

Solve/address routine problems 167-168

LO1 Identify routine problems 169-201
LO2 Look for solutions to routine problems 202-249
LO3 Recommend solutions to problems 250-267

Develop Career and Life Decisions 268-269

LO1 Manage one’s emotion 270-288
LO2 Develop reflective practice 289-316
LO3 Boost self- confidence and develop self- regulation 317-348

Contribute to workplace innovation 349-376

LO1 Identify opportunities to do things better
LO2 Discuss and develop ideas with others
LO3 Integrate ideas for change in the workplace

Present relevant information 377-378

LO1 Gather data/ information 379-429
LO2 Assess gathered data/ information
LO3 Record and present information

Practice Occupational Safety and Health Policies and Procedures 430-431

LO1 Identify OSH compliance requirements 432-510
LO2 Prepare OSH requirements for compliance
LO3 Perform tasks in accordance with relevant OSH policies and procedures

Exercise Efficient and Effective Sustainable Practices in the Workplace 511-512

LO1 Identify the efficiency and effectiveness of re-source utilization 513-551
LO2 Determine causes of inefficiency and/or ineffectiveness of re-source utilization
LO3 Convey inefficient and ineffective environ-mental practices

Practice Entrepreneurial Skills in the Workplace 552-612

LO1 Apply entrepreneurial work-place best practices
LO2 Communicate entrepreneurial workplace best practices
LO3 Implement cost- effective operations

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 FORM 1.1 SELF-ASSESSMENT CHECK

Instruction: This Self-Check Instrument will give the trainer necessary data or information which is essential in planning
training sessions. Please check the appropriate box of your answer to the questions below:

Name of Trainee: Date:

Training Duration:

CAN I?...
YES NO
BASIC COMPETENCIES
1. Participate in workplace communication
Obtain and convey workplace information
Perform duties following workplace instructions
Complete relevant work-related documents
2. Work in a team environment
Describe team role and scope
Identify one’s role and responsibility within team
Work as a team member
3. Solve/address routine problems
Identify routine problems
Look for solutions to routine problems
Recommend solutions to problems
4. Develop Career and Life Decisions
Manage one’s emotion
Develop reflective practice
Boost self- confidence and develop self- regulation
5. Contribute to workplace innovation
Identify opportunities to do things better
Discuss and develop ideas with others
Integrate ideas for change in the workplace
6. Present relevant information
Gather data/ information
Assess gathered data/ information
Record and present information
7. Practice Occupational Safety and Health Policies and Procedures
Identify OSH compliance requirements
Prepare OSH requirements for compliance
Perform tasks in accordance with relevant OSH policies and procedures
8. Exercise Efficient and Effective Sustainable Practices in the Workplace
Identify the efficiency and effectiveness of re-source utilization
Determine causes of inefficiency and/or ineffectiveness of re-source utilization
Convey inefficient and ineffective environ-mental practices
9. Practice Entrepreneurial Skills in the Workplace
Apply entrepreneurial work-place best practices
Communicate entrepreneurial workplace best practices
Implement cost- effective operations

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 Evidences / Proof of Current Competencies
Form 1.2: Evidence of Current Competencies acquired related to Job/Occupation

Name of Trainee:
Qualification Title: ELECTRICAL INSTALLATION AND MAINTENANCE NC II

CURRENT COMPETENCIES Proof /Evidence Means of Validating

Check Authenticity of Certificate
of achievement
Certificate of Performed task correctly
Participate in workplace communication
Achievement according to standard operating
procedure through institutional
evaluation

Work in a Team Environment

Solve/address routine problems

Develop Career and Life Decisions

Contribute to workplace innovation

Present relevant information

Practice Occupational Safety and Health

Policies and Procedures

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Exercise Efficient and Effective Sustainable
Practices in the Workplace

Practice Entrepreneurial Skills in the

Workplace

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 HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome to the module in “ELECTRICAL INSTALLATION&MAINTENANCE NCII”. This module contains the basic,
common and core competency training materials and activities for you to complete.

Learners are required to go through a series of learning in order to complete the learning outcomes of this module.
The author has prepared Information Sheets, Self-Checks, Operation Sheets and Job Sheets. The learners must
follow these activities at your own risk. If you have questions, please don’t hesitate to ask your trainer for assistance.

The goal of this course is to development practical skills and demonstration. To gain these skills, learners must learn
basic concepts and terminology. For most part, you’ll get some of this information from the information sheets and
TESDA website, www.tesda.gov.ph.

This module has prepared to help the learner to achieve the required basic, common and core competency in
“ELECTRICAL INSTALLATION & MAINTENANCE NCII”.

This will also the source of information for each learner to acquire knowledge and skills in this particular competency
independently and at your own pace, with minimum supervision or help from the trainer.

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 Recognition of Prior Learning (RPL)

You may already have some or most of the knowledge and skills covered in this learner’s guide because you have:

• been working for some time

• already completed training in this area

If you can demonstrate to your trainer that you are competent in a particular skill or skills, talk to him/her about
having them formally recognized so you don’t have to do the same training again. If you have a qualification or
Certificate of Competency from previous trainings, show it to your trainer. If the skills you acquired are still current
and relevant to the unit/s of competency they may become part of the evidence you can present for RPL. If you are
not sure about the currency of your skills, discuss this with your trainer.

When you have completed this module and feel confident that you have had sufficient practice, tell your trainer that
you are ready for assessment. He will arrange an appointment with a registered assessor to assess you. The result
of your assessment will be recorded in your competency achievement record.

At the end of this module is a Learner’s Diary. Use this diary to record important dates, jobs undertaken and other
workplace events that will assist you in providing further details to your trainer or assessor. A Record of
Achievement is also provided for your trainer to complete once you complete the module.

This module was prepared to help you achieve competency, in Participate in workplace communication. This will be
the source of information for you to acquire knowledge and skills in this particular trade independently and at your
own pace, with minimum supervision or help from your instructor.

1. Talk to your trainer and agree on how you will both organize the Training of this unit. Read through the
module carefully. It is divided into sections, which cover all the skills, and knowledge you need to
successfully complete this module.
2. Work through all the information and complete the activities in each section. Read information sheets
and complete the self- check. Suggested references are included to supplement the materials provided
in this module.
3. Most probably your trainer will also be your supervisor or manager. He/she is there to support you and
show you the correct way to do things. Ask for help.
4. Your trainer will tell you about the important things you need to consider when you are completing
activities and it is important that you listen and take notes.
5. You will be given plenty of opportunity to ask questions and practice on the job. Make sure you practice
your new skills during regular work shifts. This way you will improve both your speed and memory and
also your confidence. Talk to more experience workmates and ask for their guidance.
6. Use the self-check questions at the end of each section to test your own progress.
7. When you are ready, ask your trainer to watch you perform the activities outline in this module.
8. As you work through the activities, ask for written feedback on your progress. Your trainer keeps
feedback/pre-assessment reports for this reason. When you have this learning material and feel
confident that you have sufficient knowledge and skills your trainer will arrange and appointment with a
registered assessor to assess you. The results of the assessment will be recorded in you competency
Achievement Record.

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 LIST OF COMPETENCIES
No. Unit of Competency Module Title Code
1. Participating in workplace 400311210
Participate in workplace communication
communication

2. Work in a team Working in a team environment 400311211

environment
3. Solve/address routine problems Solving/addressing routine problems 400311212

4. Develop Career and Life Developing Career and Life Decisions 400311213
Decisions

5. Contribute to workplace Contributing to workplace innovation 400311214

innovation

6. Present relevant information Presenting relevant information 400311215

7. Practice Occupational Safety Practicing Occupational Safety and 400311216

and Health Policies and Health Policies and Procedures
Procedures

8. Exercise Efficient and Effective Exercising Efficient and Effective 400311217

Sustainable Practices in the Sustainable Practices in the
Workplace Workplace

9. Practice Entrepreneurial Skills in Practicing Entrepreneurial Skills in the 400311218

the Workplace Workplace

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 MODULES OF INSTRUCTION
ELECTRICAL INSTALLATION AND MAINTENANCE NC II
QUALIFICATION

UNIT OF COMPETENCY PARTICIPATE IN WORKPLACE COMMUNICATION

MODULE TITLE Participating in Workplace Communication

This unit covers the knowledge, skills and attitudes

MODULE DESCRIPTOR required to gather, interpret and convey information
in response to workplace requirements.

NOMINAL DURATION 6 HOURS

LEARNING OUTCOMES

At the end of this module you must be able to:

1. Obtain and convey workplace information

2. Perform duties following workplace instructions
3. Complete relevant work-related documents

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 LEARNING OUTCOME SUMMARY

UNIT OF COMPETENCY PARTICIPATE IN WORKPLACE COMMUNICATION

LEARNING OUTCOME
1. Obtain and convey workplace information
2. Perform duties following workplace instructions
3. Complete relevant work-related documents

CONTENTS:
• Effective verbal and nonverbal communication
• Different modes of communication
• Medium of communication in the workplace
• Organizational policies
• Communication procedures and systems
• Lines of Communication
• Technology relevant to the enterprise and the individual’s work responsibilities
• Workplace etiquette
• Workplace forms and documents
CONDITION:
• Fax machine
• Telephone
• Notebook
• Writing materials
• Computer with Internet connection
METHODOLOGY:
• Group discussion
• Lecture
• Demonstration
ASSESSMENT METHOD:
• Oral evaluation
• Written examination
• Observation

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 LEARNING EXPERIENCES

LEARNING OUTCOME NO.1: Obtain and convey workplace

communication

Learning Activity/Guide Special Instruction

• Read Information Sheet 1.1.1 on Effective • Perform all activities required.

verbal and non-verbal communication • You must get a rating of 80 to 100%. If
Answer Self-Check 1.1.1 on Effective verbal you get below 80% rating, go over the
and non-verbal communication same activities.
• Compare Answers to Answer Key • If you get the required rating,
• Perform Task Sheet. No. 1.1.1 on proceed to the next activities.
Effective verbal and non-verbal communication

• Read Information Sheet 1.1.2 on • Perform all activities required.

Different modes of communication • You must get a rating of 80 to 100%. If
• Answer Self-Check 1.1.2 on Different modes you get below 80% rating, go over the
of communication same activities.
• Compare Answers to Answer Key • If you get the required rating,
• Perform Task Sheet. No.1.1.2 on proceed to the next activities.
Different modes of communication

• Read Information Sheet 1.1.3 on Medium • Perform all activities required.

of communication in the workplace • You must get a rating of 80 to 100%. If
• Answer Self-Check 1.1.3 on Medium of you get below 80% rating, go over the
communication in the workplace same activities.
• Compare Answers to Answer Key • If you get the required rating,
proceed to the next activities.
• Perform Task Sheet. No.1.1.3 on
Medium of communication in the workplace

• Read Information Sheet 1.1.4 on Organizational • Perform all activities required.

policies • You must get a rating of 80 to 100%. If
• Answer Self-Check 1.1.4 on Organizational you get below 80% rating, go over the
policies same activities.
• Compare Answers to Answer Key • If you get the required rating,
proceed to the next activities.
• Perform Task Sheet. No.1.1.4 on
Organizational policies

• Read Information Sheet 1.1.5 on • Perform all activities required.

Communication procedures and systems • You must get a rating of 80 to 100%. If
• Answer Self-Check 1.1.5 on you get below 80% rating, go over the
Communication procedures and systems same activities.
• Compare Answers to Answer Key • If you get the required rating,
proceed to the next activities.
• Perform Task Sheet. No.1.1.5 on
Communication procedures and systems

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• Read Information Sheet 1.1.6 on Lines • Perform all activities required.
of Communication • You must get a rating of 80 to 100%. If
• Answer Self-Check 1.1.6 on Lines you get below 80% rating, go over the
of Communication same activities.
• Compare Answers to Answer Key • If you get the required rating,
• Perform Task Sheet. No.1.1.6 on proceed to the next activities.
Lines of Communication

• Read Information Sheet 1.1.7 on Technology • Perform all activities required.

relevant to the enterprise and the individual’s work • You must get a rating of 80 to 100%. If
responsibilities you get below 80% rating, go over the
• Answer Self-Check 1.1.7 on Technology same activities.
relevant to the enterprise and the individual’s • If you get the required rating,
work responsibilities proceed to the next activities.
• Compare Answers to Answer Key
• Perform Task Sheet. No.1.1.7 on
Technology relevant to the enterprise and the
individual’s work responsibilities
• Read Information Sheet 1.1.8 on Workplace • Perform all activities required.
etiquette • You must get a rating of 80 to 100%. If
• Answer Self-Check 1.1.8 on Workplace you get below 80% rating, go over the
etiquette same activities.
• Compare Answers to Answer Key • If you get the required rating,
• Perform Task Sheet. No.1.1.8 on proceed to the next activities.
Workplace etiquette

• Read Information Sheet 1.1.9 on Workplace forms • Perform all activities required.
and documents • You must get a rating of 80 to 100%. If
• Answer Self-Check 1.1.9 on Workplace forms you get below 80% rating, go over the
and documents same activities.
• Compare Answers to Answer Key • If you get the required rating,
• Perform Task Sheet. No.1.1.9 on proceed to the next activities.
Workplace forms and documents

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 Information Sheet No.1.1.1 Effective verbal and non-verbal communication

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Follow simple spoken language
• Perform routine workplace duties following simple written notices
• Participate in workplace meetings and discussions
• Prepare work-related documents
• Estimate, calculate and record routine workplace measure
• Relate/ Interact with people of various levels in the workplace
• Gather and provide basic information in response to workplace requirements
• Basic business writing skills
• Interpersonal skills in the workplace
• Active-listening skills

Effective verbal and nonverbal communication

Want to communicate better? These tips will help you avoid misunderstandings and improve your work and personal
relationships.

Effective communication is about more than just exchanging information. It’s about understanding the emotion and
intentions behind the information. As well as being able to clearly convey a message, you need to also listen in a
way that gains the full meaning of what’s being said and makes the other person feel heard and understood.

Effective communication sounds like it should be instinctive. But all too often, when we try to communicate with
others something goes astray. We say one thing, the other person hears something else, and misunderstandings,
frustration, and conflicts ensue. This can cause problems in your home, school, and work relationships.

Verbal communication:
Verbal communication is the use of words to share information with other people. It can therefore include both
spoken and written communication. However, many people use the term to describe only spoken communication.
The verbal element of communication is all about the words that you choose, and how they are heard and
interpreted..

What is Verbal Communication?

Verbal communication is any communication that uses words to share information with others. These words may
be both spoken and written.

It is important to remember that effective verbal communication cannot be fully isolated from non-verbal
communication: your body language, tone of voice, and facial expressions,
For example:

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Clarity of speech, remaining calm and focused, being polite and following some basic rules of etiquette will all aid
the process of verbal communication.

Basic Verbal Communication Skills: Effective Speaking and Listening

Effective speaking involves three main areas: the words you choose, how you say them, and how you reinforce
them with other non-verbal communication.
All these affect the transmission of your message, and how it is received and understood by your audience.

It is worth considering your choice of words carefully. You will probably need to use different words in different
situations, even when discussing the same subject. For example, what you say to a close colleague will be very
different from how you present a subject at a major conference.

How you speak includes your tone of voice and pace. Like non-verbal communication more generally, these send
important messages to your audience, for example, about your level of interest and commitment, or whether you
are nervous about their reaction.

Active listening is an important skill. However, when we communicate, we tend to spend far more energy considering
what we are going to say than listening to the other person.

Effective listening is vital for good verbal communication. There are a number of ways that you can ensure that you
listen more effectively. These include:

1. Be prepared to listen. Concentrate on the speaker, and not on how you are going to reply.
2. Keep an open mind and avoid making judgements about the speaker.
3. Concentrate on the main direction of the speaker’s message. Try to understand broadly what they are
trying to say overall, as well as the detail of the words that they are using.
4. Avoid distractions if at all possible. For example, if there is a lot of background noise, you might suggest
that you go somewhere else to talk.
5. Be objective.
6. Do not be trying to think of your next question while the other person is giving information.
7. Do not dwell on one or two points at the expense of others. Try to use the overall picture and all the
information that you have.
8. Do not stereotype the speaker. Try not to let prejudices associated with, for example, gender, ethnicity,
accent, social class, appearance or dress interfere with what is being said (see Personal Appearance).

Improving Verbal Communication: More Advanced Techniques

There are a number of tools and techniques that you can use to improve the effectiveness of your verbal
communication. These include reinforcement, reflection, clarification, and questioning.

Reinforcement
Reinforcement is the use of encouraging words alongside non-verbal gestures such as head nods, a warm facial
expression and maintaining eye contact.

All these help to build rapport and are more likely to reinforce openness in others. The use of encouragement and
positive reinforcement can:

• Encourage others to participate in discussion (particularly in group work);

• Show interest in what other people have to say;
• Pave the way for development and/or maintenance of a relationship;
• Allay fears and give reassurance;
• Show warmth and openness; and
• Reduce shyness or nervousness in ourselves and others.

Reflecting and Clarifying

Reflecting is the process of feeding back to another person your understanding of what has been said.
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Reflecting is a specialised skill often used within counselling, but it can also be applied to a wide range of
communication contexts and is a useful skill to learn.
Reflecting often involves paraphrasing the message communicated to you by the speaker in your own words. You
need to try to capture the essence of the facts and feelings expressed, and communicate your understanding back
to the speaker. It is a useful skill because:
• You can check that you have understood the message clearly.
• The speaker gets feedback about how the message has been received and can then clarify or expand if
they wish.
• It shows interest in, and respect for, what the other person has to say.
• You are demonstrating that you are considering the other person’s viewpoint.

Advantage of Verbal communication

1. Time-Saver: Are more direct, simple and the least expensive.

2. Ease preparation
3. Quick Feedback
4. Convenient
5. Privacy
6. Improved clarity

Dis-advantage of Verbal communication

1. Verbal talks may often be distorted if there is some cause of indifference between the receiver and the
sender.
2. Unnecessary information.
3. Inconvenient for long messages.
4. Spontaneous responses may not be carefully thought.
5. The spoken words can be more easily misunderstood than the written words.
6. Communication expense

Non-verbal communication:
The Non-Verbal Communication is the process of conveying meaning without the use of words either written or
spoken. In other words, any communication made between two or more persons through the use of facial
expressions, hand movements, body language, postures, and gestures is called as non-verbal communication.

The Non-Verbal Communication, unlike the verbal communication, helps in establishing and maintaining the
interpersonal relationships while the verbal only help in communicating the external events. People use non-verbal
to express emotions and interpersonal attitudes, conduct rituals such as greetings and bring forward one’s
personality

The non-verbal communication in the form of signals, expressions add meaning over the verbal and help people to
communicate more efficiently. It supplements whatever is said in words, such as people nod to acknowledge and
move their hands to give directions.

The non-verbal communication defines the distance between the communicators and helps them to exchange their
emotional state of mind. Also, it regulates the flow of communication, for example, an individual can give signals to
convey that he had finished speaking or else he wants to speak.

Sometimes, the non-verbal acts as a barrier to communicating effectively as the recipient could not understand
what the sender is trying to say and may interpret it wrongly.

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Types of Nonverbal Communication

1. Facial Expressions: Facial expressions are used to communicate nonverbally in a major way. Consider what a
smile or a frown can convey. A person's expression is frequently the first thing people notice about
somebody, even before they hear what they have to say. While nonverbal behaviour and communication
may vary greatly among cultures, emotions connected to happiness, sadness, anger, and fear are
universally expressed on the face.
2. Gestures: To convey meaning without using words, deliberate gestures and signals are crucial. Hand
motions are common: waving, pointing, and giving the "thumbs up" signal. Others are arbitrary and
culturally based. Gestures used in nonverbal communication are so influential and powerful that some
judges restrict their use in court settings where they may influence juror verdicts. For example, a
lawyer can indicate that the opposing lawyer's case is tiresome by quickly checking their watch. They
might even roll their eyes while a witness testifies to diminish that person's credibility.
3. Paralinguistic: Paralinguistic is the study of vocal communication that is separate from spoken language.
Nonverbal communication in this situation includes voice loudness, intonation, pitch, and tone. Think about
the significant impact that voice tone can have on a sentence's meaning. Strong voice tones can cause a
remark to sound enthusiastic and approved to listeners. The same words can express disapproval and lack
of interest when used hesitantly.
4. Body Language and Posture: A lot of information may also be gleaned from posture and movement. The
over-interpretation of protective postures like crossed arms and legs in the media since the 1970s,
especially after Julius Fast's book Body Language, has contributed to the significant growth in the study of
body language.
5. Proxemics: People frequently discuss the need for "personal space." This is a crucial form of nonverbal
communication that goes by the name of proxemics. We need a certain amount of space around us, and
we also view a certain amount of space as being ours. Social customs, cultural norms, contextual
elements, personality traits, and degree of acquaintance are a few.
6. Eye Gaze: Nonverbal communication involves the eyes, with indicators like staring, blinking, and glancing
playing a part. For instance, when people come across individuals or things they enjoy, their blinking rate
increases, and their pupils enlarge People can convey various emotions through their eyes, such as
hatred, interest, and attraction. Eye contact is another method people use to assess a person's sincerity.
7. Haptic: Another crucial nonverbal communication strategy is touch-based communication. Affection,
familiarity, sympathy, and other emotions can be expressed through touch.
8. Appearance: It's also thought that our choices in clothing, hairstyles, and other physical attributes
contribute to nonverbal communication. According to studies on colour psychology, various emotions can
be elicited by different colors. An individual's looks can impact physiological reactions, evaluations, and
interpretations.
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 Consider all the subliminal assessments made about someone based solely on their appearance. Experts
advise job searchers to dress appropriately for interviews with potential employers since first impressions
matter.
According to research, a person's physical attributes may affect their ability to generate money. According
to a 1996 study, lawyers who were considered to be more attractive than their peers made over 15% more
money than those considered less attractive.
How to look seen is significantly influenced by culture. While in Western societies, thinness is often
admired, in some African cultures; fuller figures are associated with better social standing, wealth, and
health.
9. Artifacts: Objects and images can be utilized as tools for nonverbal communication. Individuals might
choose an avatar to reflect their identity and to share information about who they are and what they
People frequently spend a lot of effort trying to project a certain image and surround themselves with
things that give clues about what is important to them. For instance, uniforms can transmit tons of
personal data about the individual wearing them.
A doctor will wear a white lab coat, a soldier will wear fatigues, and a police officer will wear a specific
outfit. These costumes make it clear to others what that person works for a career. As a result, they are
effective in nonverbal communication. Like, for instance, on an online forum.

Advantages of Non-verbal communication:

1. Easy presentation: Information can be easily presented in non-verbal communication through using
visual, audio-visual and silent means of non-verbal communication.
2. Substituting: Non-verbal message may substitute for the verbal message especially if it is blocked by
noise, interruption, long distance etc. for example; gestures-finger to lips to indicate need for quite, facial
expressions- a nod instead of a yes.
3. Help to illiterate people: This type of communication use gestures, facial expressions, eye contact, proximity,
touching etc. and without using any spoken or written word. So, it is very much helpful for illiterate people.
4. Help to handicapped people: Non-verbal cues of communication greatly help in handicapped people
especially to deaf people. Deaf people exchange message through the movements of hands, fingers,
eyeball etc.
5. Attractive presentation: Non-verbal communication is based on visual, picture, graph, sign etc. that can
be seen very much attractive.
6. Quick expression of message: Non-verbal cues of communication like sign and symbol can also
communicate some messages very quickly than written or oral messages.
7. Reducing wastage of time: The message of non-verbal communication reached the receiver very fast.
For this reason it reduces the wastage of valuable time of the communicator.

Disadvantages or Limitations of Non-Verbal Communication:

1. Vague and imprecise: Nonverbal communication can be highly hazy and ambiguous since no words or
language is used in this communication to convey a clear meaning to the recipient. A dictionary cannot
properly classify them. Their meaning varies depending on the intention level, culture, and situation.
2. Long conversations are not possible: In non-verbal communication, long conversation and necessary
explanations are not possible. No party can discuss the particular issues of the messages.
3. Difficult to understand: Difficult to understand and requires a lot of repetitions in nonverbal communication.
Since it uses gestures, facial expressions eye contact, touch etc. for communicating with others which may
not be understandable for the simple and foolish people.
4. Costly: In some cases non-verbal communication involves huge cost. For example, neon sign, power point
presentation, cinema etc. are very much costly compared to others form of communication.
5. Distortion of information: Since it uses gestures, facial expressions, eye contact, touch, sign, sound,
paralanguage etc. for communicating with others, there is a great possibility in distortion of information in
non-verbal communication
6. Not Everybody Prefers: Only some people prefer to interact with others through nonverbal means of
communication. It occasionally fails to leave an effect on viewers or listeners. It has less impact and isn't
applicable everywhere. It cannot be used as a communication tool for the general population.

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 SELF – CHECK 1.1.1
Effective verbal and nonverbal communication

1. Which one of these is a form of verbal communication?

A. Shaking hands
B. Talking Professionally
C. Nodding head
D. Tapping fingers
2. What should you be doing when listening to someone?
a. Day dreaming
b. Talking
c. Paying attention, asking questions, and giving verbal cues
d. Walking
3. Select one method of relaying verbal messages:
a. Talking over the phone
b. Sleeping
c. Giving a presentation
d. Email
4. Which of the following is not a form of verbal communication?
a. Facial expressions
b. Face-to-face communication
c. Talking over the phone
d. Reading
5. What is the purpose of verbal communication?
a. Verbal communication occurs when you are communicating and you have to covey
something that cannot be conveyed without talking.
b. Face-to-face meeting
c. Being assured of the identity of the person you are talking to
d. To establish trust
6. How should verbal communication be?
a. Crisp, clear, and confident
b. Messy, sloppy, and nervous
c. Shaky, terrified, and unable to speak
d. Overconfident, cocky, and unaware
7. What are the obstructions to verbal communication? (Select all the options that are relevant)
a. People talking in the background
b. Very loud noises
c. Calmness
d. Solitude
8. Is verbal communication better than non-verbal?
a. Yes, definitely
b. Maybe
c. Only sometimes
d. Both are important in a conversation
9. Communication is always a way process
a. One
b. Two
c. Three
d. Four
10. What are the rules to be a good listener?
a. Stop talking when others are
b. Try and put the talker at ease
c. Remove any distraction
d. All of the above

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 ANSWER KEY 1.1.1
Effective verbal and nonverbal communication

1. B
2. C
3. A
4. A
5. A
6. A
7. A, B, D
8. D
9. B
10. D

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 INFORMATION SHEET No. 1.1-2: DIFFERENT MODES OF COMMUNICATION

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Communicate effectively
• Understand the importance of communication

Communication
Definition: Communication is the process of transmitting information from one person to another. It is the act of
sharing of ideas, facts, opinions, thoughts, messages or emotions to other people, in and out the organization, with
the use of the channel to create mutual understanding and confidence.

It is not tied to words, i.e. whether an individual speaks or not, the message is automatically conveyed to the other
party. Besides words, communication can take place through symbols, letters, actions, expressions, etc.

Importance of communication
We use communication every day in nearly every environment, including in the workplace. Whether you give a
slight head nod in agreement or present information to a large group, communication is absolutely necessary when
building relationships, sharing ideas, delegating responsibilities, managing a team and much more.

Learning and developing good communication skills can help you succeed in your career, make you a competitive
job candidate and build your network. While it takes time and practice, communication and interpersonal skills are
certainly able to be both increased and refined.
There are four main types of communication we use on a daily basis: Verbal, nonverbal, written and visual. Let’s
take a look at each of these types of communication, why they are important and how you can improve them for
success in your career.

Elementsof Communication
Communication is a two way process, wherein interchange of message connects the sender and receiver, towards
an agreed direction, consisting seven elements:
1. Sender: Otherwise known as a source, it is the person who has something to pass on, to another individual.
2. Encoding: The sender of the message, selects appropriate words or non-verbal techniques to convert the idea
into the message, which is called as encoding.
3. Message: Message implies something that the sender wants to communicate, to the receiver. Without a
message, no communication is possible.

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 4. Medium: Medium alludes to the channel or mode, through which message is communicated to the receiver,
i.e. it can be sent by way of electronic word processing system, graphic, symbol, etc.
5. Receiver: The one to whom the message is directed, is called receiver. He/she notices and conveys some
meaning to the message.
6. Decoding: The act of interpreting message by the receiver, is termed as decoding. The receiver’s outlook,
experience, and attitude play a vital role in decoding message.
7. Feedback: The process of communication can never be completed, if the response of the receiver is missing. It
enables the communicator of a message to know whether the message has been received and interpreted
in the same manner as directed.
All the seven elements of communication have a great role to play in the entire process, as there can be some
deformation between the intended message and the received one.
Formsofcommunication
▪ Formal Communication: Alternatively known as official communication, it passes through predefined
channels which all the members of the organization are bound to follow. In every organization, a corporate
ladder is established, through which communication flows, which can be:
▪ Downward: Superior to subordinate
▪ Upward: Subordinate to superior
▪ Horizontal: Between employees of the same level, but different areas of responsibility (department).
▪ Diagonal: Between employees of different levels and department.
▪ Informal Communication: The form of communication which grows spontaneously out of personal or social
needs, among members of the organization, called as grapevine or informal communication. It is a secondary
network of information in an organization, which can be:
▪ Single strand chain
▪ Gossip chain
▪ Probability chain
▪ Cluster chain
Informal communication is the fastest form of communication that rapidly transmits information to various members
of the organization. Further, the response of the members can also be obtained quickly.

Modesof Communication

1. Verbal
Verbal communication is the use of language to transfer information through speaking or sign language. It is one of
the most common types, often used during presentations, video conferences and phone calls, meetings and one-
on- one conversations. Verbal communication is important because it is efficient. It can be helpful to support verbal
communication with both nonverbal and written communication.
Here are a few steps you can take to develop your verbal communication skills:
• Use a strong, confident speaking voice. Especially when presenting information to a few or a group of
people, be sure to use a strong voice so that everyone can easily hear you. Be confident when speaking
so that your ideas are clear and easy for others to understand.
• Use active listening. The other side of using verbal communication is intently listening to and hearing
others. Active listening skills are key when conducting a meeting, presentation or even when participating in
a one-on-one conversation. Doing so will help you grow as a communicator.

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 • Avoid filler words. It can be tempting, especially during a presentation, to use filler words such as
“um,” “like,” “so” or “yeah.” While it might feel natural after completing a sentence or pausing to collect
your thoughts, it can also be distracting for your audience. Try presenting to a trusted friend or colleague
who can call attention to the times you use filler words. Try to replace them by taking a breath when you
are tempted to use them.
2. Nonverbal
Nonverbal communication is the use of body language, gestures and facial expressions to convey information to
others. It can be used both intentionally and unintentionally. For example, you might smile unintentionally when
you hear a pleasing or enjoyable idea or piece of information. Nonverbal communication is helpful when trying to
understand others’ thoughts and feelings.
If they are displaying “closed” body language, such as crossed arms or hunched shoulders, they might be feeling
anxious, angry or nervous. If they are displaying “open” body language with both feet on the floor and arms by
their side or on the table, they are likely feeling positive and open to information.
• Notice how your emotions feel physically. Throughout the day, as you experience a range of emotions
(anything from energized, bored, happy or frustrated), try to identify where you feel that emotion within
your body. For example, if you’re feeling anxious, you might notice that your stomach feels tight.
Developing self- awareness around how your emotions affect your body can give you greater mastery
over your external presentation.
• Be intentional about your nonverbal communications. Make an effort to display positive body
language when you feel alert, open and positive about your surroundings. You can also use body
language to support your verbal communication if you feel confused or anxious about information, like using
a furrowed brow. Use body language alongside verbal communication such as asking follow up questions
or pulling the presenter aside to give feedback.
• Mimic nonverbal communications you find effective. If you find certain facial expressions or body language
beneficial to a certain setting, use it as a guide when improving your own nonverbal communications. For
example, if you see that when someone nods their head it communicates approval and positive feedback
efficiently, use it in your next meeting when you have the same feelings.
3. Written
Written communication is the act of writing, typing or printing symbols like letters and numbers to convey
information. It is helpful because it provides a record of information for reference. Writing is commonly used to
share information through books, pamphlets, blogs, letters, memos and more. Emails and chats are a common
form of written communication in the workplace.
Here are a few steps you can take to develop your written communication skills:
• Strive for simplicity. Written communications should be as simple and clear as possible. While it might
be helpful to include lots of detail in instructional communications, for example, you should look for areas
where you can write as clearly as possible for your audience to understand.
• Don’t rely on tone. Because you do not have the nuance of verbal and nonverbal communications, be careful
when you are trying to communicate a certain tone when writing. For example, attempting to communicate
a joke, sarcasm or excitement might be translated differently depending on the audience. Instead, try to
keep your writing as simple and plain as possible and follow up with verbal communications where you
can add more personality.
• Take time to review your written communications. Setting time aside to re-read your emails, letters or
memos can help you identify mistakes or opportunities to say something differently. For important
communications or those that will be sent to a large number of people, it might be helpful to have a trusted
colleague review it as well.
• Keep a file of writing you find effective or enjoyable. If you receive a certain pamphlet, email or memo
that you find particularly helpful or interesting, save it for reference when writing your own
communications. Incorporating methods or styles you like can help you to improve over time.
4. Visual communication is the act of using photographs, art, drawings, sketches, charts and graphs to
convey information. Visuals are often used as an aid during presentations to provide helpful context
alongside written and/or verbal communication. Because people have different learning styles, visual
communication might be more helpful for some to consume ideas and information.

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 Here are a few steps you can take to develop your visual communication skills:

• Ask others before including visuals. If you are considering sharing a visual aid in your presentation or email,
consider asking others for feedback. Adding visuals can sometimes make concepts confusing or muddled.
Getting a third-party perspective can help you decide whether the visual adds value to your
communications.
• Consider your audience. Be sure to include visuals that are easily understood by your audience. For
example, if you are displaying a chart with unfamiliar data, be sure to take time and explain what is
happening in the visual and how it relates to what you are saying. You should never use sensitive,
offensive, violent or graphic visuals in any form.
To make improvements to your communication skills, set personal goals to work through the things you
want to accomplish step by step. It might be helpful to consult with trusted colleagues, managers or
mentors to identify which areas would be best to focus on first.

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 SELF – CHECK 1.1-2
Different modes of communication

MULTIPLE CHOICE: Choose the correct answer and write the letter that correspond to your choice on the
answer sheet provided.

1. are vital to a health, efficient workplace often categorized as a soft skills or interpersonal
skill, communication is the act of sharing information from one person to another person or group of
people.
2. is the use of language to transfer information through speaking or sign language
3. is the use of body language, gestures and facial expressions to convey information to
others.
4. is the act of writing, typing or printing symbols like letters and numbers to
convey information.
5. is the act of using photographs, art, drawing, sketches, chart and graphs to
convey information.

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 ANSWER KEY 1.1-2
Different modes of communication

1. Communication skills
2. Verbal
3. Non verbal
4. Written
5. Visual

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 INFORMATION SHEET No. 1.1-3: MEDIUM OF COMMUNICATION IN THE WORKPLACE

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify and learn the importance of internal communication

A communication medium
Is a channel or route in the communication process through which a sender communicates their message to the
receiver? This can take various forms which will be elaborated on later in this reading but a few examples could
include emails, voice messages, etc.

In a nutshell, mediums of communication are intended to send out your message to the targeted audience.

Have communication mediums evolved over time?

The presence of the internet and mass media has changed a lot of things for good. Before this breakthrough,
books, messages and literacy was handwritten this is why it was not widespread.

However, as the mediums of communication evolved over time, business communication practices and techniques
also changed with it. Human communication was freed from the medium of just face-to-face interactions due to the
advent of writing technology.

By automating the development and dissemination of written text, printing press technology significantly advanced
the medium of writing. In comparison to handwritten texts, this marked a new development of mass communication
in the form of brochures, magazines, newspapers, blogs, and so much more.

Is it really important to choose the mediums of communication carefully?

Selecting the appropriate channel is essential to guarantee that your message reaches your targeted audience and
that they fully comprehend the message’s meaning and significance. When you select the ideal medium, the
audience is much more inclined to listen, see or read what you’re saying and comprehend it.
Interacting with a person for a face-to-face conversation, for instance, might ensure that they understand your
intended message and also have the opportunity to ask questions for clarification. Sending an email, on the other
hand, may be preferable in a less urgent communication environment or when interacting with someone distant.

Types of Communication Medium

We divide the different types of communication medium into two different categories:

1. Physical media
2. Mechanical media (everything that is not No. 1)

This site focuses on the internal communication. Our listings of types of communication medium therefore exclude
external media.

Physical media
With physical media we mean channels where the person who is talking can be seen and heard by the audience.
The whole point here is to be able to not only hear the messages but also to see the body language and feel the
climate in the room. This does not need to be two-way channels. In certain situations, the receiver expects physical
communication. This is the case especially when dealing with high concern messages, e.g. organizational change
or downsizing. If a message is perceived as important to the receiver, they expect to hear it live from their manager.

• Large meetings, town hall meetings

• Department meetings (weekly meetings)
• Up close and personal (exclusive meetings)
• Video conferences
• Viral communication or word of mouth

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Mechanical media
The second of the two types of communication medium are mechanical media. With mechanical media we mean
written or electronic channels. These channels can be used as archives for messages or for giving the big picture and a
deeper knowledge. But they can also be very fast. Typically, though, because it is written, it is always interpreted by
the reader based on his or her mental condition. Irony or even humor rarely travels well in mechanical channels.

• E-mail
• Weekly letters or newsletters
• Personal letters
• Billboards
• Intranet
• Magazines or papers
• Sms
• Social media

E-mail
E-mail is a good channel for the daily communication to specific target groups. It is suitable mainly for up-to-date
and “simple” messages and where there is no risk of misunderstanding, E-mail is an important supplement to
weekly meetings and the Intranet. Invitation to and agenda for meetings can with advantage be sent out with e-mail
before the meeting, while background facts and minutes from meetings is well suited to be stored on the Intranet.

Some short e-mail tips:

• Write short and to the point.

• Target your messages to the audience and avoid sending unnecessary all-employees-e-mails.
• Set up your subject line to describe what the e-mail is about.
• Clearly state if the message is for information or for action.
• Avoid attaching large documents if possible. Post a link or direct to the source instead.

Weekly letters
Managers that have large groups of employees and who has difficulties in meeting all of them often choose to
publish a personally weekly letter. It is sort of a short summary of news with personally reflections. Many
employees often appreciate it because it has the potential to give the “what’s-in-it-for-us” angle. They can also
contain summaries and status in tasks, projects or issues – yesterday, today and tomorrow.

Personal letters
At special occasions it can be justified to send a personal letter to employees in order to get attention to a specific
issue. E.g. pat on the back letter after extra ordinary achievements. Or it can be a letter with your personal
commentary on an ongoing reorganization that affects many employees. One other example is a letter that
summarizes the past year and wishes all the best for the holidays.

Billboard
One of the most forgotten types of communication medium is clearly the billboard. Especially today, when
everything is about social media. But the good thing with the billboard is that you can use billboards to inform
people who does not have computers and/or access to the Intranet or to reach people that work part time and does
not attend weekly meetings.
• News summary
• Weekly letters
• Minutes from meetings
• Schedules
• Holiday lists
You can also use the billboard to gather ideas e.g. for items for upcoming meeting

Intranet

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The Intranet is of course one of the most used types of communication medium and a very important
communication channel and work tool for you as a manager, but it is also your job to help your employees prioritize
and pick out the information on the Intranet, as well as translating messages into local consequences. Ask yourself:
what information concerns you employees? In what way are they concerned? How do I best communicate this to
my employees? Weekly meeting or your weekly letter can be a suitable channel to discuss or inform of information
found on the Intranet.

Employee magazine
A Magazine offers the opportunity to deepen a specific issue, explain context, describing consequences or tell a
story. It also has the opportunity to reach many employees. If you want to create a broad internal understanding of
strategic messages the magazine can be a good vehicle to use e.g. by writing an article based on an interview with you.
As were the case with the Intranet you also have to “translate” the information in the magazine to your employees.
You can ask yourself: What does the content in a specific article mean to us? How shall I best communicate it to
the employees?

Sms
Or text messaging to the mobile phone is one of the new types of communication medium and not a very widely
used channel but where it is used it is proven very effective. Some companies use it as an alert system e.g. for
giving managers a head start when something important will be published on the Intranet. The advantage with Sms
is that it is fast. But it should be used rarely as an exclusive channel. Some companies use it as a subscription tool
where you can subscribe to e.g press-releases.

Social media
Wikipedia describe social media as “Media designed to be disseminated through social interaction, created using
highly accessible and scalable publishing techniques. Social media supports the human need for social interaction,
using Internet- and web-based technologies to transform broadcast media monologues (one to many) into social
media dialogues (many to many). It supports the democratization of knowledge and information, transforming
people from content consumers into content producers. Businesses also refer to social media as user-generated
content (UGC) or consumer-generated media (CGM).”
More and more companies are using social media in their external marketing, setting up twitter and Facebook
accounts etc. But these channels are also used internal where managers become “friends” on Facebook with their
employees or where managers use blog and twitter targeting their employees.

Push or Pull
You can also divide the different types of communication medium in Push or Pull channels.
Push channels are channels where the sender is pushing the message to the receiver. Meaning it is up to the sender to
control the communication.
• E-mail
• Newsletters and letters (if sent out)
• Magazines (if sent out)
• Meetings
• Telephone
• Sms

Pull channels on the other hand is when the receiver is pulling the message from the sender. It is up to the
receiver when he or she wants to take in the message.

• Intranet
• Billboards
• New letters and letters (if not sent out)
• Magazines (if not sent out)
• Social media

Push channels are often regarded as having higher reliability than pull channels because of the fact that it is more
active in the communication.

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Tips for choosing the right mediums of communication

While it may be appealing to interact through every medium, most firms would benefit from a more measured and
thoughtful strategy. Before you choose a medium for your communication, you may consider the following points.

Consider the relationship with your communicative audience

Your relationship with your consumers, co-workers or boss is also an element of choosing the right medium. If you
want to communicate with your co-worker, chances are that some people would even be comfortable with
WhatsApp.

However, for your consumers, it is more advisable to get your message across through emails or social media
platforms, or custom mobile apps.

Moreover, how you communicate with your boss also depends on the leadership styles that they have adopted.

In some firms, you can only email them while in some you can even text them. A more professional approach
towards this would be to get your message on an email for better documentation too.

Familiarize yourself with the needs of your team

It may seem apparent, but the medium of communication you choose is primarily determined by your team’s
preferences. What kind of a team do you have and how or where do they prefer to communicate? Is it through
audio, video, or just text messages?

To familiarize yourself with this situation, you may conduct employee surveys to know what suits their needs the
best. Understanding where your employees spend most of their time can also aid in selecting the appropriate
medium of communication.

For example, your team may be more equipped with using collaboration tools such as Chanty as a communication
channel – or perhaps they simply use a messaging app like WhatsApp.

The level of urgency for your message

Urgency can also define the medium of communication that you should generally use. Take into account the
importance of your message and the likelihood that your target audience will understand and respond to it
depending on the channel.

Let’s take the example of contacting your co-worker outside business hours for an urgent matter – emailing them
for this purpose may not be the best solution, however, a phone call is more suitable for such situations.

Similarly, as stated above, since written communication lacks the intimacy of in-person contact therefore it may not
elicit instant responses. In contrast, you may get a more natural response when talking in person.

In a nutshell, you need to identify the level of urgency in the responses to your message and thus choose the
medium therein.

Examine your financial situation

Because you’ll have to spend money to get your word through, your spending plan will have an impact on the
communication mediums you choose. Consider this: Is the medium within your firm’s total expenditure?

You may be able to find affordable plans for various communication mediums and tools. Or you are probably
looking out for expensive options. This requires you to analyze the allocated budget of your organization and
choose a channel that best suits your needs.

The type of communicative information

Particular mediums make it easier to convey various kinds of information. When sharing facts with your audiences,
for instance, using visual clues might help you communicate more effectively.

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If you’re addressing data trends, you might use a medium of communications that enables you to include graphics,
such as graphs and charts. Having a written record of information that you may have to provide a reference to in
the future can assist you in storing that information. If you want to document a chat, you might opt to utilize email or
a written memo.

Consider the nature of your message

While some messages are formal, others are informal. A handwritten note is generally more informal than a formal
email or a printed document.

Therefore, if the nature of your message is such that it is formal, for example calling a candidate for an interview,
then consider using formal mediums of communication as well such as an email or a formal phone call, or even a
formal social platform such as LinkedIn.

However, if it is informal, such as giving a thank you card to a coworker for their support on a project, then a simple
handwritten card will also suffice.

Overall, the future entails consolidating all the different mediums of communication channels into a single platform
that will act as a central source of pertinent information for each employee. For this purpose, there are a bunch of
communication and collaboration platforms that can assist purpose.

For example, Chanty helps you integrate all your communication under a single roof. With third-party integrations,
you can easily manage a variety of tasks in just one download.

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 SELF CHECK 1.1.3
MEDIUM OF COMMUNICATION

TRUE OR FALSE

Write T on the space provided beside the number if the statement is correct. Otherwise, write F.

1. Being a good listener is one of the best ways to be a good communicator.

2. Visual communication involves your body language, eye contact, hand gestures, and tone of voice.
3. Close questions begin with what, why, how, describe, explain, where, which, when etc.
4. Probing questions are used to gather more details and information.
5. Communication by sending as well as receiving wordless messages is a part of nonverbal
communication.
6. Good verbal communication means saying just enough—don’t talk too much or too little.
7. Video conferencing provides a way to have face-to-face.
8. Verbal communication involves the usage of words while the delivery of the intended message
is being made.
9. Listen to the feedback you are given, ask clarifying questions if you are unsure of the issue, and
make efforts to implement the feedback.
10. Confidence shows your co-workers that you believe in what you’re saying and will follow through

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 ANSWER KEY 1.1-3
MEDIUM OF COMMUNICATION

1. T
2. F
3. F
4. T
5. T
6. T
7. F
8. T
9. T
10. T

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 INFORMATION SHEET No. 1.1-4: ORGANIZATIONAL POLICIES

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Follow policies and procedures of an organization

Organizational Policies, Procedures, Standards and Guidelines

Organizations use policies and procedures to outline rules outline courses of action to deal with problems.
Organization's policies and procedures to make employees understand the organization’s views and values on specific
issues, and what will occur if they are not followed. Policies are general statements of how an organization wants to
behave and procedures define exactly how to do a task or perform step by step. A policy can be security related
also and that can be used to identify risks and mitigate risks.

Organizations need to develop policies and procedures that reflect their vision, values and culture as well as the
needs of their employees. Once they are in place, enforcing these guidelines is even more important. However,
accomplishing these goals can be tougher than it sounds.

Example: Organization can have a policy to implement physical security and prevent unauthorized access inside
the office premise. This policy is applicable to everyone in the organization and general public and must be followed
strictly, without deviation. Policy may state that public can access only up to the reception and beyond reception
only employees are allowed. Procedure is the step-by-step instruction given to the reception area how to deal with
anyone who is trying to cross reception and trying to enter inside the office.

Policy
All the employees must identify themselves with a two-factor identification process. Using identity card and with
biometric finger print scan to enter inside the office area.
A policy is a set of general guidelines that outline the organization’s plan for tackling an issue. Policies
communicate the connection between the organization’s vision and values and its day-to-day operations

Procedure
A procedure explains a specific action plan for carrying out a policy. Procedures tells employees how to deal with
a situation and when.

1. Anyone who is trying to enter the office area from reception must cross the first security guard check point.
2. All the employees must have the identity card and show their identity card to the security guard for
verification.
3. The security guard must thoroughly check the identity card, photo of the employee, name of the employee
and card issuer's signature in the identity card to make sure that he is an employee of the company.
4. The face of the employee must be clearly visible for security inspection.
5. Once the security identity that the employee is genuine, he can move forward and scan his fingerprint to
access the office.
6. If the employee’s face is not similar to that in identity card, the security guard must contact the senior
officer of the employee or human resources department for a verification.
7. If any person who is trying to enter the office from reception cannot be verified as a genuine employee,
they must be guided out of the building by the security guard.

Standards and Guidelines

A standard is used to specify the technologies which must be used for a specific task and guidelines are only
suggestions and are not mandatory.

Standards and Guidelines

A standard is used to specify the technologies which must be used for a specific task and guidelines are only
suggestions and are not mandatory.

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and Maintenance NC II Developed by: Richard A
Manansala
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The Importance of Policies and Procedures
Regardless of your organization’s size, developing formal policies and procedures can make it run much more
smoothly and efficiently. They communicate the values and vision of the organization, ensuring employees
understand exactly what is expected of them in certain situations.

Because both individual and team responsibilities are clearly documented, there is no need for trial-and-error or
micromanaging. Upon reading the workplace policies and procedures, employees should clearly understand how to
approach their jobs.

Formal policies and procedures save time and stress when handling HR issues. The absence of written policies results
in unnecessary time and effort spent trying to agree on a course of action. With strict guidelines already in place,
employees simply have to follow the procedures and managers just have to enforce the policies.

Implementing these documents also improves the way an organization looks from the outside. Formal policies and
procedures help to ensure your company complies with relevant regulations. They also demonstrate that
organizations are efficient, professional and stable. This can lead to stronger business relationships and a better public
reputation.

Policies and procedures are an essential component of any organization.

Policies are important because they address pertinent issues, such as what constitutes acceptable behaviour by
employees.

Procedures, on the other hand, clearly define a sequence of steps to be followed in a consistent manner, such as
how the organization will respond to any policy violations.
However, these policies and procedures are rendered useless if employers neglect to adhere to them or fail to
effectively communicate them to employees. Utilizing both policies and procedures during decision-making ensures
that employers are consistent in their decisions.

How to Develop Policies and Procedures in the Workplace

When creating a policy or procedure for your workplace, start by reviewing the mission statement, vision and
values. According to the New South Wales Government Industrial Relations, “a workplace policy should:

• set out the aim of the policy

• explain why the policy was developed
• list who the policy applies to
• set out what is acceptable or unacceptable behaviour
• set out the consequences of not complying with the policy
• provide a date when the policy was developed or updated”

Once you implement your policies and procedures, the next step is to inform and train employees on them. You
can’t expect employees to follow guidelines if they aren’t aware of them. Be sure to schedule regular refresher
training sessions, too, to keep employees on track.
Paychex WORX says that “employees may be more likely to embrace rules when they understand their purpose
and that they are not meant to be a form of control or punishment.” For this reason, keep a positive attitude during
training sessions and leave plenty of time for employee questions.
Policies and procedures should not be written once and left alone for decades. Reviewing these documents
regularly and updating them when necessary is key to their success. In addition to an annual review, consider
updating them when you:

• Adopt new equipment, software, etc.

• see an increase in accidents or failures on-site
• experience increased customer complaints
• have a feeling of general confusion or increased staff questions regarding day-to-day operations

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 • see inconsistency in employee job performance
• feel increased stress levels across the office

Types of Policies and Procedures Every Workplace Needs

Organizations need policies and procedures for a wide range of HR topics. Below are some of the subjects you should
consider creating guidelines for.

• Policies and Procedures for Attendance

These documents can include guidelines on tardiness, vacation time, sick leave, appointments and paid
volunteer hours. You can also include the amount of notice required before booking time off. Take your
corporate culture into consideration when developing these rules.

• Policies and Procedures for Employee Conduct

This is a broad topic and may require multiple, separate policies. Including guidelines on drugs and alcohol
use, smoking, performance management and discipline helps employees know what is and is not
acceptable behaviour at work.

• Policies and Procedures for Use of Company Property

Employees have to use company property in order to do their jobs. Depending on your industry, this could
include electronics, medical equipment, vehicles, tools and uniforms. Include guidelines on how to care for
company property, as well as how much (if any) and what types of personal use are permitted using
company property.
• Policies and Procedures for Harassment and Discrimination
Harassment and discrimination affect workplace culture. Keep employees safe and treat them fairly by
developing policies and procedures that prohibit behaviours such as:

• sexual harassment
• bullying
• verbal and physical harassment
• stalking
• hiring discrimination
• workplace discrimination
Include information on how to report harassment and discrimination and explain that the company will not retaliate
for reporting.

• Policies and Procedures for Internet and Social Media Use

Make employees aware that any internet use at work is not private. Urge employees to limit personal
internet use and ensure everything they do online in the workplace is legal, ethical and appropriate (and
explain what these mean). Add guidelines about what is and is not appropriate to post on social media
regarding your organization as well.
• Policies and Procedures for Health and Safety
Protecting employees’ safety and well-being should be every organization’s top priority. When writing your
health and safety policies, include information about how to deal with illness or injury at work, equipment
safety guidelines and how to report a health or safety concern. Also include procedures to follow in the
event of a fire or natural disaster.

• Policies and Procedures for Expenses

If your employees travel or purchase things for work, having an expense reimbursement policy in place is
essential. Explain what types of expenses are acceptable for reimbursement (airfare class, transportation,
meals, etc.). Include procedures on how to submit a reimbursement claim.

Why You Need to Enforce Policies and Procedures

A workplace without rules and policies for workers to abide to is certainly a recipe for disaster. Policies serve
a vital purpose in strengthening, supporting, and protecting an organization and its people. These are applied
to form boundaries for acceptable behaviour within the workplace, and serve as a guideline for the best

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practices in particular office situations. This is done to ingrain values and norms that contribute to the general
culture of the company as well.
Policies and procedures are helpful for making your workplace run more efficiently, but they are only effective if you
enforce them. Enforcement of the guidelines guarantees your organization’s operational procedures and decision-
making processes are uniform and consistent across cases.
When you don’t enforce your procedures, you put your organization at risk. If an employee or external person
comes forward with an allegation against your company, having formal policies and procedures in place
strengthens your case.
For example, say someone sues your organization for hiring discrimination, claiming that they were not given a job
they interviewed for because they have a disability. Having an anti-discrimination policy in place is a strong piece of
evidence in your defence.
Or, say that you refuse to reimburse a first-class plane ticket an employee bought to get to a conference. Pointing
out that first-class airfare is not eligible for expense reimbursement and having proof of this in your policy protects
your organization from legal actions and reputation damage.
Without formal policies and procedures, your organization may not be reaching its potential. Developing and
enforcing policies that reflect your workplace’s values make it a better environment for all employees.

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 Date Developed: Document No.:
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 SELF CHECK 1.1.4
ORGANIZATIONAL POLICIES

ESSAY TEST
Directions: Explain each question

1. Why You Need to Enforce Policies and Procedures?

2. Why are policies important to a company?

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 ANSWER KEY 1.1.4
ORGANIZATIONAL POLICIES

1. Policies are important because they address pertinent issues, such as what constitutes acceptable behaviour
by employees. Procedures, on the other hand, clearly define a sequence of steps to be followed in a
consistent manner, such as how the organization will respond to any violations. However, these policies and
procedures are rendered useless if employers neglect to adhere to them or fail to effectively communicate
them to employees. Utilizing both policies and procedures during decision-making ensures that employers are
consistent in their decisions.

2. Regardless of your organization’s size, developing formal policies and procedures can make it run much
more smoothly and efficiently. They communicate the values and vision of the organization; ensuring
employees understand exactly what is expected of them in certain situations. Because both individual and
team responsibilities are clearly documented, there is no need for trial-and-error or micromanaging. Upon
reading the workplace policies and procedures, employees should clearly understand how to approach their
jobs. Formal policies and procedures save time and stress when handling HR issues. The absence of written
policies results in unnecessary time and effort spent trying to agree on a course of action. With strict
guidelines already in place, employees simply have to follow the procedures and managers just have to
enforce the policies.

Date Developed: Document No.:

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and Maintenance NC II Developed by: Richard A
Manansala
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 INFORMATION SHEET No. 1.1-5: COMMUNICATION PROCEDURES AND SYSTEMS

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Understand how communication system flows

What are Communication procedures and systems?

A communications system or communication system is a collection of individual telecommunications networks,
transmission systems, relay stations, tributary stations, and terminal equipment usually capable of interconnection
and interoperation to form an integrated whole. The components of a communications system serve a common
purpose, are technically compatible, use common procedures, respond to controls, and operate in union.

Telecommunications is a method of communication (e.g., for sports broadcasting, mass media, journalism, etc.).
Communication is the act of conveying intended meanings from one entity or group to another through the use of
mutually understood signs and semiotic rules..

Types of Communication Systems

Depending on Signal specification or technology, the communication system is classified as follows:

1. Analog
Analog technology communicates data as electronic signals of varying frequency or amplitude. Broadcast and
telephone transmission are common examples of Analog technology.
2. Digital
In digital technology, the data are generated and processed in two states: High (represented as 1) and Low
(represented as 0). Digital technology stores and transmits data in the form of 1s and 0s.

Depending on the communication channel, the communication system is categorized as follows:

1. Wired (Line communication)

• Parallel wire communication
• Twisted wire communication
• Coaxial cable communication
• Optical fibre communication

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2. Wireless (Space communication)
• Ground wave communication
• Sky wave communication
• Space wave communication
• Satellite communication

Examples of Communication Systems

The following are a few examples of communication systems:
1. Internet
2. Public Switched Telephone network
3. Intranet and Extranet
4. Television

Elements of Communication Systems

The definitions of the terms used in the communication system are discussed below.

Information
Message or information is the entity that is to be transmitted. It can be in the form of audio, video, temperature,
picture, pressure, etc.

Signal
The single-valued function of time that carries the information. The information is converted into an electrical
form for transmission.

Transducer
A device or an arrangement that converts one form of energy to the other. An electrical transducer converts
physical variables such as pressure, force, temperature into corresponding electrical signal variations. Example:
Microphone – converts audio signals into electrical signals. Photo detector – converts light signals into electrical
signals.

Amplifier
The electronic circuit or device that increases the amplitude or the strength of the transmitted signal is called an
amplifier. When the signal strength becomes less than the required value, amplification can be done anywhere in
between transmitter and receiver. A DC power source will provide for the amplification.

Modulator
As the original message signal cannot be transmitted over a large distance because of their low frequency and
amplitude, they are superimposed with high frequency and amplitude wave called carrier wave. This phenomenon
of superimposing of message signal with a carrier wave is called modulation. And the resultant wave is a
modulated wave which is to be transmitted.

Again there are different types of Modulation.

i. Amplitude Modulation (AM)

The process of changing the amplitude of the signal wave by impressing or superimposing it on a high-frequency
carrier wave, keeping its frequency constant is called amplitude modulation.

ii. Frequency Modulation (FM)

Frequency modulation is a technique in which the frequency of the message signal is varied by modulating with a
carrier wave. It is better than amplitude modulation because it eliminates noise from various sources.

iii. Phase Modulation (PM)

The phase of the carrier wave changes the phase of the signal wave. The phase shift after modulation is dependent
on the frequency of the carrier wave as well. Phase modulated waves are immune to noise to a greater extent.

Transmitter

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It is the arrangement that processes the message signal into a suitable form for transmission and subsequently
reception.

Antenna
An Antenna is a structure or a device that will radiate and receive electromagnetic waves. So, they are used in both
transmitters and receivers. An antenna is basically a metallic object, often a collection of wires. The
electromagnetic waves are polarised according to the position of the antenna.

Channel
A channel refers to a physical medium such as wire, cables, space through which the signal is passed from the
transmitter to the receiver. There are many channel impairments that affect channel performance to a pronounced
level. Noise, Attenuation and distortion to mention the major impairments.

Noise
Noise is one of the channel imperfection or impairment in the received signal at the destination. There are external
and internal sources that cause noise. External sources include interference, i.e. interference from nearby
transmitted signals (cross talk), interference generated by a natural source such as lightning, solar or cosmic
radiation, automobile generated radiation, etc. The external noise can be minimised and eliminated by the
appropriate design of the channel, shielding of cables. Also by digital transmission external noise can be much
minimised.

Internal sources include noise due to random motion and collision of electrons in the conductors, thermal noise due
to diffusion and recombination of charge carriers in other electronic devices. Internal noise can be minimised by
cooling and using digital technology for transmission.

Attenuation
Attenuation is a problem caused by the medium. When the signal is propagating for a longer distance through a
medium, depending on the length of the medium the initial power decreases. The loss in initial power is directly
proportional to the length of the medium. Using amplifiers, the signal power is strengthened or amplified so as to
reduce attenuation. Also, digital signals are comparatively less prone to attenuation than analogue signals.

Distortion
It is also another type of channel problem. When the signal is distorted, the distorted signal may have frequency and
bandwidth different from the transmitted signal. The variation in the signal frequency can be linear or non-linear.

Receiver
An arrangement that extracts the message or information from the transmitted signal at the output end of the
channel and reproduces it in a suitable form as the original message signal is a receiver.

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Demodulator

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It is the inverse phenomenon of modulation. The process of separation of message signal from the carrier wave
takes place in the demodulator. The information is retrieved from the modulated wave.

Repeaters
Repeaters are placed at different locations in between the transmitter and receiver. A repeater receives the
transmitted signal, amplifies it and sends it to the next repeater without distorting the original signal.

Block Diagram of Communication Systems

The block diagram given below represents the flow of the signal from the source to the destination. The role of
every device and arrangement discussed above is better understood.

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 SELF CHECK 1.1.5
COMMUNICATION PROCEDURES AND SYSTEMS

1. Out of the following, which is not an essential element of a communication system?

a) Transmitter
b) Transducer
c) Receiver
d) Communication channel

2. A device which provides output in electrical form or it has input in electrical form is called a?
a) Transmitter
b) Receiver
c) Repeater
d) Transducer

3. Decrease in signal strength due to energy losses is called?

a) Distortion
b) Interference
c) Attenuation
d) Noise

4. The disturbance or distortion in the transmission and processing of message signals is called?
a) Noise
b) Attenuation
c) Interference
d) None of these

5. A repeater is a combination of?

a) Receiver
b) Amplifier
c) Transmitter
d) All of these

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 ANSWER KEY 1.1.5
COMMUNICATION PROCEDURES AND SYSTEMS

1. d
2. d
3. c
4. a
5. b

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 INFORMATION SHEET No. 1.1-6 LINES OF COMMUNICATION

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify and learn the importance of using the types of question

The Structure & Lines of Communication in an Organization

Different organizations use different structures, often based on the size of the organization or whether it has
multiple divisions operating autonomously. Depending on the reason a company chooses a specific organizational
structure, lines of communication must help facilitate not only accurate messaging, but also timely responses to
prevent missed opportunities or late delivery of work.

What Are the Lines of Communications in a Business?

Quality communication is the act of effectively conveying and receiving messages to and from others, according to
MindTools. Communication in business is especially important because money, clients and the well-being of the
company are at stake.

Every business needs established communication lines and processes so employees and executives effectively
pass messages along to the right people. Without it, offices can get disorganized, chaotic and stressful. Several
lines of communication exist to promote openness to an office.

As is the case with any structured organization, you must establish rules of protocol and explain to team members
the lines of communication and authority levels. Protocol is a set of guidelines regarding the chain of command for
how various members of an organization must communicate with each other. Establish and manage the various
lines of communication within a business early on so that all workers and managers understand who they should
contact. Lines of communication examples include a manager communicating to an employee and an employee to a
customer.

Owner to manager
The lines of communication must stay open between company owners and management. It’s rare that an owner
speaks directly with employees or other contacts at the business, as a rule of order, when he has managers to do
this form him. The company owner provides direction for how to manage the company as well as updates and news
he wants to give employees through managers.

Manager to employee
The lines of communication between managers and employees are crucial to the day-to-day operation of the
company. Managers must delegate specific duties to workers and answer questions about work projects. A
manager commonly communicates through regular meetings with her entire department. She may also schedule
yearly employee review sessions with individual workers to discuss performance and productivity.

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The relationship between a manager and employee requires reciprocal communication – if an employee has
questions, he must ask his direct manager or supervisor to respect the chain of command.

Employee or manager to business contacts

An owner might also have to establish rules of communication for his employees or managers and outside
business contacts. For instance, employees of a manufacturing company may have to communicate directly with
representatives of companies that supply raw materials to submit orders or request information. An investor may
want to speak to the company’s management team. As venture capitalist Brad Feld states, “It's hard enough getting
a business up and running; having forced barriers to communication between the key leaders and influencers of the
company just makes it more difficult.”

At the same time, if the owner or manager allows too many individual employees to contact an outside contact, it
could cause confusion. For this reason, managers assign specific employees, such as purchasing agents or
business liaisons, to communicate with outside business contacts.

Communication with customers

Possibly the most important line of communication at a business is between the employees of a business and its
customers. It’s not uncommon for any level employee, including the business owner, to make direct contact with a
client. However, in some cases, certain employees are not authorized to speak to clients or customers for the same
reason they cannot speak with service providers and business contacts – the potential for confusion.

Why Are Effective Communication Skills So Important as a Manager & Leader?

Whether you have an official management role or informally lead a work group or team, effective communication
skills are essential to your success in a leadership position. Managers use communication to build one-on-one
relationships with subordinates, project a professional presence, get everyone headed in the same direction, and
garner feedback from employees.

Relationship building
Over the long-term, managers succeed when they establish positive relationships with peers, clients, associates
and subordinates. In orienting and motivating an employee, the manager must use communication skills to
establish rapport and to make the employee feel important. The more you get to know your employees, the more
likely they are to respond well to your directions. Informal conversation in the break room can also contribute to
positive work relationships.

Project professional image

Your communication skills also contribute to your ability to project a professional image inside and outside your
organization. Making eye contact and articulating messages clearly not only aid you in message delivery, but also
show confidence. When you communicate well as a leader, you have a better ability to command respect from your
workers, associates and clients. Employees can become frustrated if a manager fails to communicate important
facets of department or group activities.

Communicate vision and goals

A key role of a manager, whether at the top, middle or lower-level ranks, is to communicate a vision and to
establish goals. Essentially, a leader sets the path and then inspires his workers to follow. The company CEO develops
the vision or plan for the company's future and then sets and communicates objectives to other managers. Those
managers then develop departmental or group objectives to align with those of the company. Getting everyone on
board is key.

Gain feedback
Communication isn't a one-way street and effective leaders also listen well. In particular, they show genuine
interest in the ideas and opinions of their workers. Some of the best ideas in a company come from the front lines.
Managers should also come across as approachable to employees for feedback and requests for coaching. A
"management by walking around" approach also puts the manager in a great position to have regular, routine
interaction with employees as issue or ideas come up.

The Importance of Interpersonal Communication in Business

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Communication is the heart of any business regardless of what you do, how many employees you have and to
whom you sell. The process of interpersonal communication in business involves sending and receiving messages
with colleagues, managers, partners, customers and other business stakeholders. Effective interpersonal
communication happens when the message is understood as it was intended.

Sharing information effectively and solving problems

Interpersonal communication helps organizations to come up with solutions to ensure the business runs smoothly.
Interpersonal communication examples include:

• Speaking on the phone with a supplier

• Having a staff meeting with all employees
• Helping a customer in the store
• Emailing instructions to a colleague
Chatting on instant messaging with a peer
During interpersonal communication, employees share information, provide updates, clarify misunderstandings, offer
solutions and introduce new ideas. Effective interpersonal communication helps to ensure everyone in the business is
aligned.

For example, when the human resources manager shares new health and safety rules with employees, he is
communicating vital information that helps them to do their jobs more effectively. Doing so helps to avoid risk and
reduce workplace issues for everyone involved.

Becoming more aware of nonverbal communication

Interpersonal communication helps employees to focus on nonverbal communication. Sometimes, it is not just what
is being said that matters but how it is being said. Nonverbal communication includes tone of voice, eye contact,
body posture, hand gestures, facial expressions and physical contact. By tuning in to nonverbal communication
signals, employees can better understand the message being sent.

For example, if a customer service representative asks a customer who is browsing in the store whether she needs any
help, the customer may respond by saying she is OK. However, if her facial expression looks confused, then she
may just be too shy to ask for help. Through effective interpersonal communication, the employee can let the
customer know he is available anytime to help her find the right product.

Building a culture of employee engagement

Interpersonal communication in business helps to create an open and honest work culture where employees feel
they have the ability to communicate with all levels of the organization. Strong interpersonal skills help to make
people more relatable to others, which is an important quality in the workplace.

A new employee may feel out of place or nervous about interacting with others. Through effective interpersonal
communication with colleagues and management, the new employee can begin to open up and feel more at ease
in the workplace.

Increasing customer satisfaction

Interpersonal communication in business is vital for keeping customers happy. Interpersonal communication
includes negotiation, conflict resolution, relationship nurturing and other skills that are required to successfully
communicate with customers.

Ensuring all customer-facing employees have the training and knowledge they need to effectively communicate
with customers results in higher customer satisfaction. Focusing on interpersonal communication also shows
customers that the business values its relationship with them and puts in the effort to ensure it can share
information effectively.

Respect and empathy through interpersonal communication in business

The importance of interpersonal skills in business is that they help individuals to show respect for one another.
Whether you are dealing with colleagues, customers or partners, showing respect is not only courteous, but it helps
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to build trust, credibility and confidence.

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Interpersonal communication in business also helps to show empathy. This can boost employee morale and create
loyalty in the workplace. For example, if an employee is having trouble with his car and is not able to get to work on
time, you can offer him the ability to work from home for a day while he gets his car fixed. This helps to foster a
sense of community in the workplace, where people take care of one another.
Recommendations for Effective Communication in the Workplace
Effective communication in the workplace can reduce disputes between employees and management. When dealing
with other businesses, a business owner can use effective communication to increase sales by conveying a
professional image and reducing misunderstandings between a business and its clients. Employers should incorporate
into their business model techniques and strategies to improve workplace communication and implement these
policies with the aid of management.

Transparency
Business owners should keep employees informed about the general operations of the business and company
goals. They can encourage communication between employees and management by having an open-door policy
that allows employees to resolve their issues by speaking directly with higher-ups. Transparency builds employee
loyalty, which increases retention rates.

Workshops
The workforce of U.S. businesses increasingly contains employees of different cultural backgrounds, gender and
ethnicity. Sensitivity training workshops use role-playing activities to teach workers better ways to communicate
with each other. Business owners can require sensitivity training for employees and management during initial
orientation and on a regular basis to teach workers how to deal with differing viewpoints and mannerisms of their
co-workers.

Human resources
Employers can improve workplace communication by screening job candidates for communication skills during an
interview. Businesses can require that existing employees with substandard writing or computer skills take classes.
A few employees who spread gossip, criticize customers or co-workers or have consistently negative attitudes can
hinder communication between management and co-workers, so business owners can resolve issues with these
employees through training, discipline or termination.

Relationships
Employees communicate more when they have a bond of trust with their employers. Employers should talk to their
employees to determine their hobbies and interests. They can host company recreational events, such as
barbeques and theme-park days to give employees a sense of community and let employees know that they
appreciate their efforts. Employees who feel appreciated will communicate more with owners and management and
work harder for their employers.

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 SELF CHECK 1.1.6
Lines of Communication

1. The type of communication where a manager must delegate specific duties

to workers and answer questions about work projects.
2. The type of communication where the provides direction for
how to manage the company as well as updates and news he wants to give employees through
managers.
3. The type of communication where the of a manufacturing
company may have to communicate directly with representatives of companies that supply raw materials
to submit orders or request information.
4. The type of communication where It’s not uncommon for any level
employee, including the business owner, to make direct contact with a client. However, in some cases,
certain employees are not authorized to speak to clients or customers for the same reason they cannot
speak with service providers and business contacts
5. Why Are Effective Communication Skills is so Important as a Manager & Leader?

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 ANSWER KEY 1.1.6
Lines of Communication

1. manager to employee
2. owner to manager
3. employee or manager to business contacts
4. communication with customers
5. Managers use communication to build one-on-one relationships with subordinates, project a professional
presence, get everyone headed in the same direction, and garner feedback from employees.

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 INFORMATION SHEET NO. 1.1-7 TECHNOLOGY RELEVANT TO THE ENTERPRISE AND THE INDIVIDUAL’S WORK
RESPONSIBILITIES

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify relevant technology used in the enterprise and Identify work responsibilities in the workplace

What is Business Technology?

Business technology is a method of organizing and coordinating technology management throughout an organization.
It is a combination of management strategies, tools, organizational structures, and technological governance
aimed to ensure that the use of technology across the enterprise is optimized with the overriding goal of meeting
customer demands and expectations. Most companies recognize that they must continually challenge not only
their competitors but also themselves in order to enhance their consumers' perceptions and their capacity to meet
market demand.

Since then, a lot of work has gone into attempting to "contain" information technology, ensuring that it is under the
authority of IT teams and that spending is kept under control. Of course, cost control is a critical discipline, but
digital has liberated technology and made it publicly available, making it impossible for a single department to
effectively manage.

Today's IT department should collaborate with other business sectors to make their expertise available, while also
embracing customer-centric, revenue-generating, and product-development disciplines from other parts of the
company. This isn't a one-way street; marketing departments, for example, must embrace the technology
management capabilities at their disposal to avoid spiralling costs or the installation of solutions that aren't
compatible with the rest of the internal ecosystem.

Common Types of Business Technology

• Computers
• Software
• Networking
• Telephone Communication
• Accounting System
• Inventory Control System
• Customer Relationship Management Systems

THE ROLE OF TECHNOLOGY IN BUSINESS

We divide the different types of communication medium into two different categories:

Technology in business is a growing necessity. As the years go by, the business world is leaning more and more
toward it, making it almost impossible to separate the two from each other. Innovation breeds business, and since
technology paves the way for it, it can be gathered here that business needs technology to be sustained.

Business has always existed since the early times of man. Even though it only began with the simplistic barter
system, business would not be the same as it is today without the advancements in technology. All the major
industries would fall into a catastrophic collapse if one were to take away technology from business, since majority
of business operations and transactions somehow involve the use of technology.

TECHNOLOGY AS A BUSINESS NECESSITY

The role of technology in business caused a tremendous growth in trade and commerce. Business concepts and
models were revolutionized as a result of the introduction of technology. This is because technology gave a new
and
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better approach on how to go about with business. It provided a faster, more convenient, and more efficient way of
performing business transactions.

Some of actions of technology in business include accounting systems, management information systems, point of
sales systems, and other simpler or more complicated tools. Even the calculator is a product of technology. It is
indeed unfathomable to summon the idea of going back to the days where everything was done manually, which
basically means starting all over again from scratch.

Benefits of Business Technology

You'll discover lots of benefits to implementing business technology, including:

One of the greatest benefits of business technology is improved workplace communication. Connecting with
colleagues has never been easier thanks to instant messaging apps, email, and conference software. Being able
to receive real-time responses can assist in quickly resolving issues and increasing teamwork.

Another major benefit is security. Hackers' abilities have improved as technology has progressed. Since cyber-attacks
are always a possibility, having security methods and software in place is critical to avoid becoming a victim. To
offer continuous protection, security software should be updated and maintained on a regular basis.

Technology can also aid in increasing efficiency and productivity. Businesses can use a variety of automated software
packages. This aids in the acceleration of activities while also decreasing human error and increasing efficiency.
As a result, productivity is increased.

Finally, business technology can aid in cost-cutting. This is a benefit that all companies can support. It can not only
save you money, but it can also help you make more money because of the increased productivity and efficiency.

SECURITY AND SUPPORT

With the automated processes that technology can provide, productivity reaches a higher level. This is due to the
minimal resources consumed in processing business activities, allowing room for better products produced and faster
services delivered to more clients and customers.
Information is also stored with ease and integrity. With this, confidential and sensitive information are less prone to
vulnerabilities. The said information can also be instantly retrieved and analysed to monitor trends and make
forecasts, which can be crucial in decision-making processes.

A LINK TO THE WORLD

Business involves communication, transportation, and more fields, making it a complex web of processes. The
technologies pertaining to other fields only pushed business further. Globalization has been realized because of
the wonders of technology. Anyone can now do business anywhere within being constricted to the four corners of
his room.

Technology in business made it possible to have a wider reach in the global market. The basic example is the Internet,
which is now a common marketing tool to attract more consumers in availing products and services offered by
various businesses.

Indeed, technology in business ultimately made living worthwhile. It cannot be denied though that technological
threats to business are growing rampant, such as hacking and other malicious activities, so one has to be
responsible enough in utilizing the power of technology. The good that technology brings has some excess
baggage in the form of bad things that threaten to shake the business world. In the end, it is still responsible use of
these that would further allow us to enjoy the benefits that technology can bring.

The Importance of Technology in the Workplace

Staying Innovative
An innovative workplace is on the cutting edge of technology, design, and business practices. With a little creativity,
you can come up with better ways to design products, connect with customers, market your business, and develop
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promotions. When you think outside the box, you might find an answer to a problem that no one else thought of
before. And because your innovations are like no other businesses’, hopefully, potential customers and employees
will take notice and go to your business instead of another.

Computational Accuracy
Small discrepancies in an organization can bring about large amounts of uncertainty. Modern spread sheets like
Excel, with its hundreds of computational formulas, help ensure accuracy. Accounting programs allow you to
accurately keep inventory, make and record sales, manage and pay bills, and handle payroll. Now, data can be
regularly maintained in a software program and keep detailed records without errors.

Industry Efficient
Whatever product or service you provide, you need to compete. Your competitors use technology, so you need to
as well. Having the latest technology allows your company to stay competitive and provide the best quality service
or products as possible.
Communicate Better, Collaborate More
Technology has given us a level of communication never seen before. We can literally connect with any one of our
employees, leaders, and co-workers anytime, anywhere. The influx of new technology in the workplace has
affected how employees communicate, collaborate, and work more efficiently. In fact, with many employees
believing that face-to-face meetings will be obsolete soon, the norms of office communication could be the next
major change impacting the workplace.

Security and Safety

The security of company information can be severely compromised without the implementation of proper channels
of technology and software. A company should implement innovative technology as a safe haven against such
breaches of security. Stealing critical and important information was easy in the past, but now with the use of
technology, the threat of data thefts and leaks is nearly impossible.

Maintain Organization
Technology helps in keeping the business fully organized. Systems like Project Management Software help in building,
delegating, reviewing, and assessing a task. Employers and managers can easily supervise workplace activities
that help in keeping everything on track. It fixes the responsibility, accountability, and timed delivery of tasks
assigned to people.

Increase Productivity
It’s important to study and utilize different hardware and software solutions that can improve employee
productivity. Businesses nowadays rely on many tools to overcome the challenges of executing strategy every
day. It enables managers to more easily track progress during every phase of goal completion and offer immediate
reinforcement or coaching to keep performance and deadlines on track.

The workplace is transforming fast and so are the needs of today’s workforce as they experience the rapid
evolution of technology. It is important to understand the integral and beneficial aspects of technology in the
workplace to have a successful business.

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 SELF CHECK 1.1.7
TECHNOLOGY RELEVANT TO THE ENTERPRISE AND THE INDIVIDUAL’S WORK RESPONSIBILITIES

ESSAY TEST
Directions: Explain each question

1. Importance of technology in the enterprise and individual work responsibilities

2. What is Business Technology?
3. Common Types of Business Technology

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 ANSWER KEY 1.1.7
TECHNOLOGY RELEVANT TO THE ENTERPRISE AND THE INDIVIDUAL’S WORK RESPONSIBILITIES

1. Technology in the workplace is important to keep an organization running smoothly and efficiently.
2. Business technology is a method of organizing and coordinating technology management
throughout an organization. It is a combination of management strategies, tools, organizational
structures, and technological governance aimed to ensure that the use of technology across the
enterprise is optimized with the overriding goal of meeting customer demands and expectations.
3. Computers
Software
Networking
Telephone Communication
Accounting System
Inventory Control System
Customer Relationship Management Systems

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 INFORMATION SHEET No. 1.1-8 Workplace etiquette

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Creates a professional, mutually respectful atmosphere and improves communication, which helps an
office serve as a productive place
• boost to confidence and self-esteem
• Ensure that our communication is truly clear and effective

Etiquette in the Workplace

Workplace etiquette is the code of ethical behaviour regarding professional practice or action among the members
of a profession in their dealings with each other. Utilizing etiquette in the workplace can ensure that everyone feels
comfortable while being productive. The following information is intended to highlight a few main areas in which
etiquette should be considered. Please note that each person’s unique identity and culture can influence what it is
they may see as ethical. Considering whom you are and the company’s expectations, this can sometimes be difficult. If
you have questions or concerns about workplace etiquette, please schedule a career counselling appointment.

Making Positive Impressions

How you present yourself to others in the business world speaks volumes. People often form first impressions
about others within seconds of first meeting them therefore it is crucial to ensure you are properly prepared to
present yourself as a professional. Here are some important tips towards making a good impression.

• Stand straight, make eye contact, turn towards people when they are speaking, and genuinely smile at
people.
• Follow your office dress code, perhaps dressing a step above the norm for your office.
• Your briefcase or bag and the things you carry in them say something about you. Messy items may detract
from the image you would like to present.

• When meeting someone for the first time, be sure to shake hands palm to palm with a gentle firmness.
• Be alert. Sleepiness looks bad in the workplace.
• Kindness and courtesy count!
• Arrive early to work each day
People
How you treat people says a lot about you.

• Learn names and learn them quickly. A good tip for remembering names is to use a person’s name three
times within your first conversation with them. Also, write names down and keep business cards. People
know when you don’t know their names and may interpret this as a sign that you don’t value them.
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 • Don’t make value judgments on people’s importance in the workplace. Talk to the maintenance staff
members and to the people who perform many of the administrative support functions. These people
deserve your respect!
• Self-assess: Think about how you treat your supervisor(s), peers, and subordinates. Would the differences
in the relationships, if seen by others, cast you in an unfavorable light? If so, find where the imbalance
exists, and start the process of reworking the relationship dynamic.
• What you share with others about your personal life is your choice, but be careful. Things can come back
to haunt you. Don’t ask others to share their personal lives with you. This makes many people
uncomfortable in the work space.
• Respect people’s personal space. This may be very different than your own.

Communicating
It’s sometimes not what you say, but how you say it that counts!

• Return phone calls and emails within 24 hours — even if only to say that you will provide requested
information at a later date.
• Ask before putting someone on speakerphone.
• Personalize your voice mail — there’s nothing worse than just hearing a phone number on someone’s
voice mail and not knowing if you are leaving a message with the correct person. People may not even
leave messages.
• Emails at work should be grammatically correct and free of spelling errors. They should not be treated like
personal email.
• When emailing, use the subject box, and make sure it directly relates to what you are writing. This ensures
ease in finding it later and a potentially faster response.
• Never say in an email anything you wouldn’t say to someone’s face.
• Underlining, italicizing, bolding, coloring, and changing font size can make a mild email message seem
overly strong or aggressive.
Meetings
This can easily be the most intimidating part of starting a new job. The environment of a meeting requires some
careful navigation to maintain your professional image, whether the meetings are one-on-one, with several
colleagues or with external clients.

• For a meeting in someone’s office, don’t arrive more than five minutes early, as they may be prepping for
your meeting, another meeting later that day, or trying to get other work done. You may make them
uncomfortable, and that is not a good way to begin your meeting.
• Don’t arrive late…ever. If you are going to be late, try to let someone know so that people are not
sitting around waiting for you. Don’t forget that being on time for a meeting means arriving 5 minutes
early — for an interview, arrive 10 minutes early.
• When a meeting runs late and you need to be somewhere else, always be prepared to explain where you
need to be (understanding that the value of where you need to be will likely be judged).
• Do not interrupt people. This is a bad habit to start and a tough one to end.
• There is a time and place for confrontation, and a meeting is almost never that place. You will embarrass
and anger other people, and you will look bad for doing it. Give people time and space outside of meetings
to reflect on issues that need to be dealt with.
Work Space
You may spend more waking hours in work spaces than in your home space so:

• Keep the space professional and neat with appropriate personal touches! People will see the space and
consider it a reflection of you.
• Whether it is a cubicle or office, respect others’ space. Don’t just walk in; knock or make your presence
gently known. Don’t assume acknowledgement of your presence is an invitation to sit down; wait until you
are invited to do so.
• Don’t interrupt people on the phone, and don’t try to communicate with them verbally or with sign
language. You could damage an important phone call.
• Limit personal calls, especially if you work in a space that lacks a door.

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 • Learn when and where it is appropriate to use your cell phone in your office.
• Food consumption should generally be regulated. Smells and noise from food can be distracting to others
trying to work.

International Business Etiquette

As the global market grows, the need to understand multiple international standards of business etiquette
grows. Research the country you will be working in or visiting; note the proper etiquette, culture and customs
for that country. There are, however, a few key things to keep in mind when conducting business internationally:

• Knowing the language makes an excellent impression on the people you are doing business with. Barely
knowing the language, but feigning fluency, could really harm the work you are trying to accomplish.
• Be mindful of time zones. You don’t want to wake someone up on their cell phone or call someone with an
unreasonable deadline or concern at an awkward time of day for them.
• As there is no standard global work day, you should keep in mind that work hours vary from country to
country. This is important when scheduling meetings or conference calls.
• Know the holidays that will be observed, and be respectful of the time surrounding the holidays, as people
may be less available.
• Meals can be extremely crucial in making a positive international business etiquette impression. The
customs that are followed when dining are often very important, and mistakes in this area could be costly.
Knowing the etiquette well in advance should allow you to relax and enjoy what could be an amazing new
experience!

Vigilantly observe the corporate culture in which you work, and be aware that change will happen. Your eyes and
ears are your best resource in this learning process! Numerous resources exist on-line on the topic of business
etiquette, and there are professional courses you can take to help you learn more.

Workplace Etiquette: The Don’ts

Let’s face it: There are certain actions and behaviours you just shouldn’t bring with you into a professional
workplace. Doing so can have major negative impacts on your career. But for many individuals, proper workplace
etiquette does not come as intuitively as you might think. Below are some of the biggest don’ts of office life.

1. Don’t “Reply All” to an email chain.

Understand the differences—and repercussions—between hitting “Reply” and “Reply All” when responding to an
email. Carefully consider whether or not all of the parties who received the initial email need to be included in your
reply. Additionally, by “replying all,” you may find yourself embarrassed as your entire organization reads details
that were only meant to be shared with one or two others.

When in doubt, always do your part to keep emails and other correspondences friendly and professional. As a
general rule, treat your emails as a professional form of communication, and make sure that the information you
share is appropriate for the time, place, and people involved.

2. Don’t have personal conversations at your desk.

If you must have a private or personal phone conversation when you’re at work, try not to have the conversation at
your desk where others can hear you. Many workplaces have conference rooms that you can use for phone calls;
otherwise, it might be a good idea to step outside.

Having a personal conversation at your desk can be distracting to the co-workers near you, and may open you up
to gossip about being someone who “can’t leave their personal life at home”—which isn’t good for your professional
image.

3. Don’t bring your emotions into the office.

It’s best to leave your personal emotions at the door when you get to work. Your desk neighbour doesn’t want to
hear your sob story from over the weekend. If you truly can’t focus on your work because something has
happened, it’s probably a better idea to take some personal time to process your emotions. Or, if something in
the workplace is bothering you, reach out to the human resources department or your supervisor to resolve
the issue so it doesn’t interfere with your work.
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4. Don’t be afraid to ask questions.
Asking questions—no matter how silly they may seem—will help you clarify expectations and avoid erroneously
completing an entire project only to realize you did it all wrong. There’s little worse than overconfidence—especially
if it isn’t actually backed up by experience or skill.

So go ahead and ask your questions, and be sure to truly listen to the answer.

5. Don’t gossip about fellow co-workers…or your boss.

Gossiping is one of the cardinal sins of office work: Just don’t do it. Whether you’re tempted to gossip about your
boss, co-worker, or the company as a whole, you’re not hurting anyone but yourself when you do.

Gossiping can portray you as someone who can’t be trusted or someone who isn’t a team player, which won’t help
you reach your professional goals. It can also be duly harmful if it gets back to the target of the gossip.

6. Don’t use emojis or multiple exclamation points (if any) in work emails.
Disclaimer: This bit of advice will depend on the specifics of your workplace. Some workplaces may embrace
emojis and relaxed conversation; others may expect a level of formality at all times. Regardless, be cognizant and
intentional when crafting your communications. Work emails don’t need to be all serious all the time, but you’ll want
to maintain a sense of professionalism so that others see you as the competent expert that you are.

When in doubt, always communicate professionally in your workplace emails, regardless of how relaxed your
superiors might seem. After you’ve spent some time on the job, you’ll have a better idea of what is deemed
appropriate in your workplace.

7. Don’t talk back to your boss.

This bit of advice should probably go without saying, but it’s an important one nonetheless. Even if there isn’t much
of an age difference between you and your boss, you should never talk back to them. Always show your boss
respect, and do your part to not be sarcastic or glib.

This is not to say you can’t disagree with them about aspects of the job, a project, or the company’s strategy. You
should always feel free to share thoughts or concerns if you’ve got them. But the way that you do this matters.

Hopefully, you will have the chance to climb the career ladder someday. You will want to have your boss in your
corner to help you get there.

8. Don’t forget that at work socials, you’re still at work.

Company outings can be a great chance to socialize with your co-workers and get to know them outside of their 9
to 5 personas. But it’s important not to forget that, while you should be yourself, you’re still among office mates who
you’ll be working side-by-side with tomorrow. Be especially careful not to overdo it if alcohol is being served.
Everyone will know why you “called in sick” the next day.

9. Don’t be nervous, but also don’t overstep your boundaries.

In the workplace, you’ll often find yourself walking a fine line in how you present yourself. You want to be respectful,
but you don’t want to come across as being stuffy; you want to appear confident, but you don’t want to overstep
your bounds; you want to express your opinions, but you need to keep them G-rated.

Learning the balance will take trial and error on your part, but it’s an important balance to learn.

10. Don’t forget an umbrella.

This one might sound silly, but it’s important to be prepared for all of life’s annoyances, even at work. Sitting in wet
clothes all day is not fun. Walking around with a coffee-stained shirt because your coffee lid popped off is not fun.
Talking to someone with spinach stuck between your teeth from lunch is not fun.

Keeping an umbrella, spare pair of shoes, dental floss, and even a change of shirt in your desk (or the trunk of your
car) for emergencies can be smart.

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Workplace Etiquette: The Dos

1. Do arrive early.
There’s some common advice often given to new workers: You want to be in the office before your boss, and stay
until after he or she leaves. You will be remembered for answering your phone at 8:01 a.m. in a world where
tardiness is common (especially in major cities, where traffic can cause all kinds of headaches). Conversely, you
will also be noticed if you consistently show up 15 minutes after everyone else—just not in the way you want.

2. Do network with people outside of your cubicle.

Of course, it’s important that you complete your work on time and up to standard. But it’s also important to
remember that a perk of having a job at a company you appreciate is meeting other people with similar interests
who can share advice from their past experiences that you can use on the job.

That’s why it’s important to take networking opportunities seriously, especially when you’re first starting on the job.
Grabbing coffee or lunch with your co-workers, attending happy hour or other company functions, and simply
making yourself available can go very far.

3. Do be willing to help out a co-worker.

If one of your co-workers asks you for help in completing a task, you should generally say yes —as long as you feel that
you can realistically help them while also hitting your own deadlines. This is an opportunity to stand out and
demonstrate your own knowledge and skills. It’s also an opportunity to make a friend and bring someone into your
corner for the future; you never know when that might come in handy.

4. Do bring in goodies.
Who doesn’t love to eat? If you have free time one night, baking cookies, brownies, or some other treats can be a
really nice gesture for your co-workers—especially if you’re celebrating a big win or going through a stressful
period.

If you do choose to bring in treats, though, it’s important to understand ahead of time whether any of your co-
workers have allergies or dietary restrictions like gluten insensitivity. Bringing something in that everyone can enjoy
will only make the gesture that much more meaningful.

5. Do create a proper personal email address.

It isn’t uncommon to need to communicate with your co-workers after hours or on the weekend. While many
organizations allow employees to log into work email remotely, some do not. It’s important in these cases that you
have a professional email address in the event you need to send an email to a co-worker or your boss.
“Foxychick123” isn’t going to send the same impression as “first name. Last name.

6. Do jump at the chance to complete a new task.

If your boss, superior, or co-workers ask you to work on a task that you’ve never worked on in the past, it’s natural
to feel nervous. But, that’s no reason to decline the work. Accepting new projects expands your skillset and can
lead to exciting opportunities down the line.

You were likely chosen because they have confidence in your abilities. Just make sure to ask questions, seek
advice, and make sure you’re on the right track before getting too bogged down in the task.

7. Do be flexible.
Sometimes, you’re going to be tapped for a project or initiative that requires you to be flexible. You might be asked
to work earlier or later hours than usual; you might be asked to perform duties or tasks that you don’t necessarily
want to perform, or that you weren’t hired to do. There may come a day when you are asked to work a holiday—
either to cover someone else’s shift or to usher a project through to completion.

While it’s never fun to work a holiday, a weekend, or to do “someone else’s job,” being willing to roll with the
punches demonstrates that you value the company and take your role seriously, which will only help you in the long
run.
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8. Do dress appropriately for the office.
What constitutes appropriate will depend on the particular culture of your workplace. But it’s always a good idea to
dress to impress, especially when you’re first starting a new role at a company. Even if you don’t have a formal
dress code, save the crop tops, flip-flops, and see-through shirts for the weekend—no one will take you seriously if
you don’t.

9. Do make sure your ear buds are plugged in securely to your computer.
Have you ever made the mistake of listening to music or a video on your laptop while in public, only to realize that
your ear buds weren’t plugged in and that everyone around you could hear? Talk about embarrassing.
Take it from me: It’s only more embarrassing in the workplace. Your co-workers don’t want to hear lyrics streaming
from your 2 Chainz Pandora station.

10. Do be open-minded.
Whether you’re taking on new work, building relationships, or advancing in your career, you should do your best to
remain open-minded. Nothing is known for certain, and being flexible and open to change will only help you in the
long-run.

And finally…

11. Do wear a smile.

Having a positive attitude about being at work will affect your job performance significantly. Appearing happy,
friendly, and approachable at work can do wonders for your career. Never underestimate the power of a smile!

It’s okay to make mistakes!

It’s understandable to be nervous as you move into your first job after graduation or when you make a career
change to a completely new company or industry. But, it’s also important to remember that it’s okay to make
mistakes; Nobody is perfect. As long as you’re constantly growing and learning from those mistakes, and make an
effort to stop making the same mistake in the future, your co-workers will notice.

Effects of NO Etiquette
Bad manners in the work environment can lead to a variety of struggles and problems. Although these issues might
be small or pass in time, it is important to identify the effects of a co-worker lacking etiquette. When we can identify
the problem, we are better able to determine a solution.

One of the most obvious issues with a lack of manners in the workplace is anger or irritation. When a co-worker is
rude or ignores general rules of social etiquette, we might find ourselves with a sour attitude. If the behaviour is
affecting more than just your work, but also other co-workers, it may be apparent that the behaviour needs to be
addressed. While ignoring the problem and moving on with your day might be appropriate for issues that bother no
one else, upsetting the entirety of the office is not a good work environment.

Taking action against co-workers that lack office manners is the only way to get the behaviour to stop. The action
taken should not be condescending or rude, as that will make the situation more uncomfortable. Rather, be kind
and understanding toward the person committing the offense. Adults should have the capacity to discuss their
differences in a professional manner.

Another side effect of bad manners in the workplace is stress. Stress causes a number of health concerns and can alter
the course of a work day or performance. By combating stress in other ways, like letting in natural light, drinking
enough water, and getting plenty of sleep, it may be easier to deal with the issue at hand. If these natural remedies
make no improvements on your overall stress level, organize a short training session or meeting on office etiquette
and its effect on stress.

Detrimental effects on the company as a whole can stem from just one employee with no etiquette. Strained
relationships in an office setting can diminish productivity and develop a negative image. This is why addressing
the matter at hand is imperative. When a talk with the person in question makes no change, nor does a company-
wide informational meeting, it may be time to remind the person time and time again – while being realistic about
the change. Remember, this person has likely made the issue a habit. Breaking that habit may take some time.

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If an employee is unable (or unwilling) to make a change, it may be necessary to take disciplinary action. While the
severity of the punishment depends on the specific behaviour, it is important to make a change before the bad habit
causes irreparable damage. It may seem extreme that a lack of polite behaviour can cause such damages, but a
toxic environment can cause hard feelings over time.

As previously discussed, office etiquette is, in its most basic terms, the basic understanding of workplace manners. It is
an important part of the business office because of its impact on relationships within the company. Defining
behavioural expectations is imperative in preventing issues before they start. If problems do arise and become
bothersome to co-workers, discussing change is key to improving. Without behavioural change, a business can
suffer in the long run.

What are the benefits of using correct etiquette?

First impressions count!

A boost to confidence and self-esteem
Strong Friendships

10 TIPS COMMUNICATION ETIQUETTE

1. Maintain Reasonable Eye-Contact
2. Let Them Talk
3. Repeat What Was Said
4. Be Concise
5. Express Yourself Kindly/ Think about your tone
6. Think it Through
7. Avoid Touchy Topics
8. Ask Questions
9. Keep Yourself Updated Be Upfront
10. Be Upfront

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 SELF CHECK 1.1.8
WORKPLACE ETIQUETTE

1. What are the benefits of using correct etiquette?

2. What are the Effects of NO Etiquette in the workplace?
3. Give at least 5 example of Do’s and don’ts in workplace etiquette

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 ANSWER KEY 1.1.8
WORKPLACE ETIQUETTE

1. First impressions count!

A boost to confidence and self-
esteem Strong Friendships
2. Bad manners in the work environment can lead to a variety of struggles and problems. Although these issues
might be small or pass in time, it is important to identify the effects of a co-worker lacking etiquette. When we
can identify the problem, we are better able to determine a solution.
One of the most obvious issues with a lack of manners in the workplace is anger or irritation. When a co-worker
is rude or ignores general rules of social etiquette, we might find ourselves with a sour attitude. If the behavior is
affecting more than just your work, but also other co-workers, it may be apparent that the behavior needs to be
addressed. While ignoring the problem and moving on with your day might be appropriate for issues that bother
no one else, upsetting the entirety of the office is not a good work environment.
3. The Don’ts
1. Don’t “Reply All” to an email chain.
2. Don’t have personal conversations at your desk.
3. Don’t bring your emotions into the office.
4. Don’t be afraid to ask questions.
5. Don’t gossip about fellow co-workers…or your boss.
6. Don’t use emojis or multiple exclamation points (if any) in work emails.
7. Don’t talk back to your boss.
8. Don’t forget that at work socials, you’re still at work.
9. Don’t be nervous, but also don’t overstep your boundaries.
10. Don’t forget an umbrella.

The Dos
1. Do arrive early.
2. Do network with people outside of your cubicle.
3. Do be willing to help out a coworker.
4. Do bring in goodies.
5. Do create a proper personal email address.
6. Do jump at the chance to complete a new task.
7. Do be flexible.
8. Do dress appropriately for the office.
9. Do make sure your ear buds are plugged in securely to your computer.
10. Do be open-minded.
11. Do wear a smile.

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 INFORMATION SHEET NO. 1.1-9 WORKPLACE FORMS AND DOCUMENTS

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able
• Identify the different types of documents and forms needed in a workplace

Staying Professional: Different Types of Documents and When to Use Them

Are you living with technophobia?

Being afraid to learn a new type of technology, or technophobia, is a fear many adults are struggling with. A recent
study shows that at least 10% of Americans are living their lives offline. At least 32% of these offline individuals say
they avoid going online because the internet’s too difficult to use.
Since you’re reading this article online, you’re probably not a technophobic. However, that doesn’t mean there
aren’t areas of digital life that are being stifled by a lack of knowledge.
For example, are you completely comfortable with the common types of documents businesses use and how to
format them? Instead of second-guessing yourself, get the knowledge you need to save and send with certainty.
Read on to learn about what file formats are best to use and when.

Common Types of Documents

Let’s start by reviewing 5 types of documents your business will be likely to encounter regularly.
• Emails
• Business Letters
• Business Reports
• Transactional Documents
• Financial Reports and Documents

Emails are usually used internally, by co-workers and supervisors. Whereas, business letters, while they can be an
email, are specifically made to reach out to people who don’t work within the company. Recipients of business
letters could include customers, other businesses, and job applicants.

Whenever an email or business letter includes attachments, they need to be in the correct format. Improperly
formatted attachments won’t open, or they’ll display the information incorrectly.
When a company needs to convey a large amount of information, they create a business report. The report may
use visual representations like charts, graphs, or images, to help deliver their message. Knowing the right file type
to save the images for these reports is crucial if you want the recipients to be able to view them.

Finally, transactional, and financial documents, are typically large files. These large files usually only use text and
don’t include images.

Documents and types of document - THESAURUS

Annual report
a document that gives details of the financial activities of a company or other organization over the past year

Certificate
An official document or record stating that particular facts are true. For example, a birth certificate gives the
official facts about your birth and a health certificate gives the facts about your state of health.

Charter
an official document describing the goals, rights, or principles of an organization

Company report
a report that gives detailed information about what a company has done and how successful it has bee

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Concept statement
a short official statement about the purpose of a project

Confidentiality agreement
an agreement in which a person or organization that has important information about the activities of
another organization promises not to give it to anyone else

Consent form
A document that someone signs to show that they will allow something to happen

Document
a piece of paper or a set of papers containing official information

Dossier
A set of documents about a person or situation

Draft
something such as a plan, letter, or drawing that may have changes made to it before it is finished

Fact sheet
a piece of paper that gives all the important information about something

File
a set of papers, documents, or records that you keep because they contain information

Form
An official document that has spaces where you can put in information

Guarantee
A document containing a guarantee

ID
a document that gives the details of your name, address, and date of birth, sometimes with a photograph

ID card
An official document or card that shows who you are

Identification
Something that proves who you are, especially a document with your name and a photograph

Identification card
AMERICAN an ID card

Identity card
BRITISH an ID card

Invitation to tender
a formal invitation to a small number of suppliers to make a detailed proposal for completing a particular piece of
work

Leaflet
a printed sheet of paper, usually folded, that is provided free and gives information about something

Letter of agreement
a document that states what has been agreed between two people or organizations

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Lock-in
a written document that fixes something at a particular level or rate

Mailing
a letter, card, package, etc. sent as part of a mailing

Master
a document, photograph, recording, etc. from which copies are made

Nondisclosure agreement
an agreement that employees who have just joined a company, or who are just about to leave a company, often
have to sign, not to tell anyone any secret information relating to their employer

Note
a short official document, especially one that you sign

Notice
an official document containing a warning, instructions, or information about something.

Planner
a document or computer program that you can use for planning something

Position paper
a document produced by an organization, especially a political organization, that gives its opinion on something

Registration
AMERICAN an official document that gives details of a vehicle and its owner

Report
a spoken or written account that gives information about a particular subject, situation, or event

Rolling contract
a contract that continues automatically unless someone decides to end it

Rough
a piece of writing or a drawing that is not finished

Schedule
FORMAL a document giving a list of prices, conditions, etc. for a particular thing

Submission
a document that you formally give to someone who will make a decision about it

Tender
a formal written offer to provide goods or services for a particular price

Text
a written record of the words of a speech, lecture, program, or play

Transcription
a conversation, speech, or interview in written form

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 SELF CHECK 1.1-9
WORKPLACE DOCUMENTS AND FORMS

MULTIPLE CHOICE TEST:

Directions: Choose the letter of the correct answer and write it on the blank provided at the right side of
the test paper

1. A document that gives details of the financial activities of a company or other

organization over the past year
a. Annual report
b. Company report
c. Blue book
d. Consent form
2. A report that gives detailed information about what a company has done and how
successful it has been
a. Annual report
b. Company report
c. Blue book
d. Consent form
3. A document that someone signs to show that they will allow something to happen
a. Annual report
b. Company report
c. Blue book
d. Consent form
4. A set of papers, documents, or records that you keep because they contain information
a. Annual report
b. Green paper
c. Blue book
d. File
5. An official document that has spaces where you can put in information
a. form
b. Green paper
c. Id card
d. File

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 ANSWER KEY 1.1-9
WORKPLACE DOCUMENTS AND FORMS

1. A
2. B
3. D
4. D
5. A

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REFERENCES AND FURTHER READINGS

https://www.vollcom-digital.com/blog/leadership/effective-verbal-and-nonverbal-communication/
https://www.proprofs.com/quiz-school/story.php?title=verbal-communication-skills-quiz
https://www.javatpoint.com/advantages-and-disadvantages-of-non-verbal-communication
https://hospitalityinsights.ehl.edu/verbal-and-non-verbal-communication-skills
https://byjus.com/jee/communication-systems/
https://bizfluent.com/info-12090575-mean-manager-wide-span-control.html
https://www.oksbdc.org/the-role-of-technology-in-business/
https://www.atatus.com/glossary/business-technology/
https://www.northeastern.edu/graduate/blog/workplace-etiquette/
https://www.careereducation.columbia.edu/resources/etiquette-workplace
https://www.marquette.edu/career-services/students/workplace-etiquette.php
https://www.montclair.edu/school-of-communication-and-media/wp-content/uploads/sites/20/2020/06/10-
Communication-Tips.pdf

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 MODULES OF INSTRUCTION
ELECTRICAL INSTALLATION AND MAINTENANCE NC II
QUALIFICATION

UNIT OF COMPETENCY WORK IN A TEAM ENVIRONMENT

MODULE TITLE Working in a Team Environment

This module covers the skills, knowledge and attitudes to identify one’
MODULE DESCRIPTOR roles and responsibilities as a member of a team.

NOMINAL DURATION 3 hours

LEARNING OUTCOMES

At the end of this module you must be able to:

1. Describe team role and scope

2. Identify one’s role and responsibility within a team
3. Work as a team member

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 LEARNING OUTCOME SUMMARY

LEARNING OUTCOME 1 Describe team role and scope

CONTENTS:
• Group structure
• Group development
• Sources of information
Assessment Criteria
• The role and objective of the team is identified from available sources of in-formation
• Team parameters, reporting relationships and responsibilities are identified from team
discussions and appropriate
external sources
CONDITION:
• Access to relevant workplace or appropriately simulated environment where assessment
can take place
• Materials relevant to the proposed activity or tasks

METHODOLOGY:
• Group discussion
• Lecture
• Demonstration

ASSESSMENT METHOD:
• Role play involving the participation of individual member to the attainment of
organizational goal
• Case studies and scenarios as a basis for discussion of issues and strategies in
teamwork
• Socio-drama and socio-metric methods
• Sensitivity techniques
• Written Test

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 LEARNING EXPERIENCES

LEARNING OUTCOME NO.1: Describe team role and scope

Learning Activity/Guide Special Instruction

• Read Information Sheet 2.1.1 on Group structure • Perform all activities required.
• You must get a rating of 80 to 100%. If
• Answer Self-Check 2.1.1 on Group structure you get below 80% rating, go over the
• Compare Answers to AnswerKey same activities.
• Perform Task Sheet. No. 2.1.1 on Group • If you get the required rating,
proceed to the next activities.
structure

• Read Information Sheet 2.1.2 on Group development • Perform all activities required.
• You must get a rating of 80 to 100%. If
• Answer Self-Check 2.1.2 on Group development you get below 80% rating, go over the
• Compare Answers to AnswerKey same activities.
• Perform Task Sheet. No. 2.1.2 on Group • If you get the required rating,
proceed to the next activities.
development

• Read Information Sheet 2.1.3 on Sources o • Perform all activities required.

information • You must get a rating of 80 to 100%. If
you get below 80% rating, go over the
• Answer Self-Check 2.1.3 on Sources of same activities.
information • If you get the required rating,
• Compare Answers to AnswerKey proceed to the next activities.
• Perform Task Sheet. No. 2.1.3 on Sources of
information

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 Information Sheet No.2.1.1 GROUP STRUCTURE

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Determine Importance of team structure

What is a group structure?

A group structure is created when a company (directly or indirectly) owns one or more other company.

The company at the top of the structure is called a parent or holding company and can have several subsidiaries
beneath it.

A group’s structure defines the formation, arrangement, and articulation of the members of that group.

The group’s formation is its overall “design” or “architecture,” meaning its general configuration for unifying the
constituent elements into a single unit-the group’s basic shape. The structure is the underlying pattern of stable
relationships among the group members.

Every organization comprises of people who run it. These people share common goals and objectives. In order to
achieve them, these people also share roles and responsibilities with each other.

An organizational structure is simply the pattern or network of division of these roles and responsibilities. Thus,
which person has to perform which task is what the organizational structure explains. Such a structure also depicts
the hierarchy in which members of an organization rank themselves.

An organizational structure is not an end but rather the means to an end. Members of an organization create it just
to achieve their common aims. When people divide responsibilities and coordinate with each other, it becomes
easy to function. This is basically the entire purpose of an organization structure.

Purpose of Organizing
As we saw above, an organizational structure is not an end but a means to an end. Every organization strives to
achieve its targets and its structure only facilitates this.

The main purpose of such a structure is to help the organization work towards its goals. It brings members of the
organization together and demarcates functions between them.

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Secondly, the structure also helps in ensuring smooth and efficient functioning. In other words, it reduces time,
money and efforts. This happens only because every person knows what her responsibilities are. Work happens
with precise coordination with minimum wastage of resources.

Nature of an Organizational Structure

The structure of an organization should always be dynamic. A static and rigid structure only creates difficulties and
hurdles. The structure must conform to requisite changes at all times.

The main reason for this requirement is that external environments influence all businesses. For example, social,
technological, economic and political factors play a huge role here. As a result, the organization must be able to
adapt to these changes at all times.

Furthermore, it can become necessary for an organization to hire more employees or cut down its task force.
External factors are responsible for this as well. If that happens, the structure always must be flexible enough to
mend itself.

Finally, an organizational structure must be clear. Each member must expressly know what her responsibilities are.
Ambiguities in the division of responsibilities create many problems.

Development of an Organizational Structure

Every time an organization creates its structure, it has to consider various factors. Since there are no fixed rules for
this purpose, some common guidelines can be of great help. Here are some considerations one always must keep
in mind while designing such structures.

1. Clear Definition of Objectives

Firstly, the main objectives of the organization must be absolutely clear. These objectives determine what kind of
structures are required. A standard structure can never suit every kind of organizations.

2. Identification and Grouping of Activities

The next step here is to identify activities that members of the organization have to perform. Since every
business activity requires many tasks, clear identification of them is important. After identification, it is
necessary to group these activities into classes on the basis of their nature.

Almost all business organizations have various departments looking after various functions. For example, there can be
production, marketing, accounting, and human resources departments.

3. Determination of the Structure

After completing the first two steps, the organizers finally determine the overall structure. He defines the ranks and
hierarchy in which people will function. Creation of departments also happens in this step. Consequently, managers
and employees become aware of their exact roles and responsibilities.

4. Revision of the Structure

Once the structure starts functioning, it can show up problems and shortcomings. For example, the marketing and
sales departments often perform similar functions. Consequently, this can show up difficulties in the clear
demarcation of work between them.

The organizers must always try to find such problems and resolve them. This the reason why organizational
structures must be flexible and not rigid.

What are some of these structural variables?

They include:
• Formal leadership.
• Roles.
• Norms.
• Status.
• Group size.
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 • Composition of the group, and
• The degree of group cohesiveness.

Group structures can themselves take a variety of forms, from a horizontal group structure, vertical group structure
to various forms of hybrid structures (examples of which are illustrated below).

An alternative is to form a separate standalone company or companies that are owned by the same (non-corporate)
shareholder or group of (non-corporate) shareholders.

In that case, the companies are associated (sometimes referred to as 'sister companies'), being under the common
control of an individual or group of individuals, but they do not form a group.

Another alternative is to organise the business into divisions within a single company.

An organizational structure helps you determine your company's leadership hierarchy and flow of information.
• An organizational structure is the group of rules, roles, relationships and responsibilities that outline how
your company’s activities are directed to meet its goals.
• There are eight types of organizational structures, each of which is either centralized or decentralized in
terms of who has the power.
• Each structure has advantages and disadvantages that you should consider when choosing one for your
company.
• This article is for business owners who have employees and are looking to decide the right organizational
structure for their company.

Running a business means successfully delegating tasks among your employees. It also means having the final say on
all projects or, if your company is on the larger side, hiring people whom you trust enough to give full approval
powers. An organizational structure for your business can help you make sense of where and with whom your
company’s responsibilities lie, and you have plenty of types from which to choose.

What is an organizational structure?An organizational structure is a set of rules, roles, relationships and
responsibilities that determine how a company’s activities should be directed to achieve its goals. It also governs
the flow of information through levels of the company and outlines the reporting relationship among midlevel staff,
senior management, executives and owners. It is effectively a hierarchy for a company, though some organizational
structures emphasize a near-total lack of hierarchy.

How many types of organizational structures are there?

In your research, you may at first read that there are two types of organizational structures: centralized and
decentralized. However, using just these two classifications for every possible team structure may paint with too
broad a brush. That’s why experts have come up with eight types of organizational structures, each of which is
either centralized or decentralized:

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 1. Hierarchical structure (also known as line structure)
2. Functional structure
3. Divisional structure (also known as multidivisional structure)
4. Flatarchy structure (also known as horizontal, or flat, structure)
5. Matrix structure
6. Team structure
7. Network structure
8. Projectized structure

All of these are centralized except for the flat, team and network structures. In a centralized structure, power flows
up the chain of command to the executives and owners, whereas decentralized organization structures give far
more power to non-executives and non-owners. We’ll get more into how this works in just a moment.

Types of organizational structure to consider for your business

Now that you know the eight types of organizational structures, you’re probably wondering which one is best for
your business. The answer, as with many business matters, is that the right choice differs by company. Below, we’ll
detail what each organizational structure entails so you can discern which model best fits your ongoing business
practices and future business needs.

1. Hierarchical structure
A hierarchical structure, also known as a line organization, is the most common type of organizational structure. Its
chain of command is the one that likely comes to mind when you think of any company: Power flows from the
board of directors down to the CEO through the rest of the company from top to bottom. This makes the
hierarchical structure a centralized organizational structure.

In a hierarchical structure, a staff director often supervises all departments and reports to the CEO. This structure is
well suited for any business in any industry.

These are some advantages of a hierarchical structure:

• It clearly defines reporting relationships, project organization and division of authority.
• It details your company’s corporate ladder and promotional structure, thereby encouraging high-quality
work.
• It helps to specialize each employee’s work.
• It cultivates stronger relationships among employees within a team.

There are also some drawbacks of choosing a hierarchical structure:

• Bureaucratic hurdles could delay project completion and discourage employees from taking risks.
• It may encourage employees to prioritize their own department and direct supervisors instead of the whole
company.
• It can make employees feel like they have no say in how to approach their projects.

2. Functional structure
The functional structure is a centralized structure that greatly overlaps with the hierarchical structure. However, the
role of a staff director instead falls to each department head – in other words, each department has its own staff
director, who reports to the CEO. Any company with several modestly sized departments may find the functional
structure to be a fit.

These are some advantages of a functional structure:

• It helps employees develop specific, specialized roles.
• It boosts individual departments’ and employees’ self-sufficiency and innovation.
• It scales easily to work for companies of all sizes

These are some disadvantages of a functional structure:

• It doesn’t encourage communication and interaction among different departments.

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 • It hides key details of departmental processes and strategies from employees outside that department.

3. Divisional structure
The centralized structure, known as a divisional organization, is more common in enterprise companies with many
large departments, markets or territories. For example, a food conglomerate may operate on a divisional structure
so that each of its food lines and products can have full autonomy. In the divisional structure, each line or product
has its own chief commanding executive. Large companies of any sort, but especially in manufacturing industries,
are the best fit for this structure.

These are the main advantages of a divisional organization:

• The different departments have some flexibility to operate separately from the company at large.
• It’s more adaptable to customer needs.
• Individual departments have more autonomy and room for innovation.

These are some disadvantages of a divisional structure:

• It risks accidental duplication of resources.
• It encourages poor communication and low interaction among different departments.
• It encourages internal competition across departments rather than uniting the company against outside
competitors.

4. Flat structure
A flat structure is a decentralized organizational structure in which almost all employees have equal power. At
most, executives may have just a bit more authority than employees. This organizational structure is common in
startups that take a modern approach to work or don’t yet have enough employees to divide into departments. That
makes flat structures especially well suited to the tech industry, which is home to many small startups with flexible
work arrangements.

These are some advantages of a flat structure:

• Employees have more responsibility and independence.
• It improves communication and interaction among employees.
• It’s faster to implement new practices or ideas, with less risk of error.

These are the main disadvantages of a flat structure:

• Employees lack supervision.
• There could be confusion around reporting procedures.
• Employees lack or don’t develop specialized skills.
• It has poor scalability as the company grows.

5. Matrix structure
The matrix structure is a fluid form of the classic hierarchical structure. This centralized organization structure
allows employees to move from one department to another as needed. You might encounter this structure in
industries home to highly skilled employees who might be their company’s only experts in their field.

These are the main advantages of a matrix organization:

• Supervisors have the flexibility to choose the best employees for a project.
• It allows a dynamic org chart with varying responsibilities for employees.
• Employees have the opportunity to learn and foster skills outside their primary roles.

These are some disadvantages of a matrix organization:

• There could be conflicts of interest between the needs for project organization and department organization.
• The organizational chart is prone to regular changes.

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Tip: In hierarchical or centralized structures, employee monitoring software may be necessary to reach peak
productivity. Visit our employee monitoring software reviews page to find the right fit for your
company. Or you can start with our full BambooHR review since this brand is our top pick for
employee management.

6. Team structure
A team structure is a decentralized but formal structure that allows department heads to collaborate with
employees from other departments as needed. It is similar to a matrix structure, but the focus is less on employee
fluidity than on supervisor fluidity, leading to a decentralized functional structure. Any industry in which flat or matrix
structures are common might also be home to many companies with team structures.

These are the advantages of a team structure:

• The lack of compartmentalized labor drives productivity, growth and transparency.
• It prioritizes employee experience over seniority.
• It minimizes employee management tasks.

These are some disadvantages of a team structure:

• It could confuse employees, given the potential subversion of traditional executive and lower-level roles.
• It obscures the corporate ladder and may disincentivize employees from working harder to be promoted.
7. Network structure
A network structure is especially suitable for a large, multicity or even international company operating in the
modern era. It organizes the relationships not just among departments in one office location, but also among
different locations and each location’s team of freelancers, third-party companies to whom certain tasks are
outsourced, and more.

While this may sound like a lot for one type of network structure to detail, this decentralized structure can be useful
for understanding the human resources your company has on hand. You’ll commonly encounter network structures
among distributors, tech companies or logistics companies with international branches.

These are potential advantages of a network structure:

• It improves understanding of how functional roles are distributed among on-site employees, off-site
employees, freelancers and outsourced third parties.
• It boosts flexibility for one department or location to delegate tasks to another.
• It drives employee communication, collaboration and innovation.
• It clearly outlines workflows and chains of commands in large businesses.

These are the possible disadvantages of a network structure:

• It’s complex, especially in regard to out-of-office processes.
• It’s vague as to which employee, department or office should make the final decisions.

8. Projectized structure
In a projectized structure, the focus is on one project at a time. In this centralized organizational structure, project
managers act as supervisors, not just resource allocators and decision-makers.

Unlike other structure types, a projectized structure involves the demobilization of teams and resources upon a
project’s completion. But it’s like other types of organizational structures in that an obvious hierarchy exists.
Software development teams may benefit from projectized structures given the complexity that can go into app or
website development.

These are some advantages of a projectized structure:

• It fosters more efficient decision-making and communication.
• The sense of urgency around project completion increases employee cooperation.
• It increases employee flexibility and versatility.

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These are some disadvantages of a projectized structure:
• The strict deadlines could increase workers’ stress.
• The power might be too strongly centralized with the project manager.
• It lacks the opportunity for long-term skill development among employees

Which organizational structure is best?

No one organizational structure is best for all businesses. When determining the right one for your company, think
about how much power you would like to give your employees, how much room you would like to leave for
innovation, how large your company is and how much interaction among employees matters to you. After weighing
these factors, you’ll likely know which organizational structure is best for you – and if you get it wrong, you can
always switch to another organizational structure.

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 SELF – CHECK 2.1.1
Group structure

Question: Mention the missing word in the following sentences.

1. An organizational structure divides and amongst members.

2. Structures must always be because they should be able to adjust to changes.

3. Organizers can divide functions into depending on their functions.

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 ANSWER KEY 2.1.1
Group structure

(1) roles and responsibilities

(2) dynamic
(3) departments

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 INFORMATION SHEET No. 2.1.2: GROUP DEVELOPMENT

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• How to develop one selves within the group

Group Development

Group development refers to the process by which members of newly formed work teams learn about their
teammates, establish their roles and responsibilities, and acquire the task work and teamwork capabilities required
to coordinate their effort to perform effectively as a team. Work group development pertains to the team as a whole
(i.e., all members are new to the team), distinguishing this process from group socialization, which refers to the
assimilation of new members into an existing team with an on-going history. The amount of time it takes for a team
to develop is variable and, although precise time frames are not established, the process is presumed to take
longer when the team task entails greater complexity, interdependence, and coordination and less time when there
is less demand for the integration of team members’ knowledge, skill, and effort. The process is important because
team development is assumed to be a necessary, but insufficient, precondition for team effectiveness. That is, work
groups and teams cannot achieve goals and meet performance expectations until essential task work and
teamwork skills have developed. However, other contingencies that influence team performance have to be
resolved before teams can perform effectively; such factors are the focus of team effectiveness models and
research. Finally, although team training and leadership interventions have the potential to enhance team
development, it is a process that generally unfolds naturally without intentional intervention. Thus the potential for
improving team development (and team effectiveness) in many organizations is high

As a group or organization forms, it goes through certain predictable stages, progressing from a
collection of individuals to a cohesive group working for a common cause. Two dimensions are present in any
group and influence its development-task functions and personal relations.

FIVE STAGES OF GROUP DEVELOPMENT

Stage I: Forming
• Personal relations are characterized by dependency on the leader to provide structure.
• Major task functions concern the orientation of group members to the work they are being asked to do.
The issues have to be specified.
• Common behavior at this point is questioning why we are here, what we are supposed to do, how we are
going to get it done, and what our goals are.
• During this stage the leader should provide as much structure as possible; team building is important here
Stage II: Storming
• Personal relations are mired in conflict and confrontation among group members: Who is responsible for
what? What are going to be the work rules? What are going to be the limits? What is going to be the
reward system? What are the criteria?
• The varieties of organizational concerns that emerge reflect conflict over leadership structure, power and
authority.
• It is important that strategies are implemented to help members move constructively from conflict toward
renewed commitment to the group. If this does not happen, members may isolate or even remove
themselves from the group during this phase.

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 • During this stage the leader may need to provide clarification or justification to group members; leader may
also spend time with individual members to help them clarify their feelings about group involvement.
Stage III: Norming
• Personal relations are marked by cohesion; people begin to experience a feeling of belonging to a group.
• They begin sharing ideas, feelings, giving feedback to each other, soliciting feedback, exploring actions
related to the task and sharing information related to the task.
• This becomes a period during which people feel good about being a part of a group and there is a brief
abandonment of the task and a period of play – the enjoyment of the cohesion that is being experienced.
• During this stage the leader should identify the transition and capitalize on it; members are ready to work
hard, so the leader must provide opportunities for this to occur.
Stage IV: Performing
• Interdependence is achieved by group members; members can work autonomously, in any sub-groupings
or as a total unit. They are highly task and people oriented.
• Group’s tasks are well defined; there is high commitment to common activity and support for
experimentation with solving problems.
• A collective, interdependent organism is the final outcome of the process of group development.
• During this stage the leader can take a less active role and allow the group considerable autonomy.
Member’s interdependence, flexible approaches to task accomplishment, commitment to self-assessment
and appropriate adjustment or adaptation readily occurs.
Stage IV: Adjourning
• Teams complete their project and debrief on what went well and what could be improved for future
projects. Afterwards, team members move on to new projects. Now let’s look at how to use this model to
amplify the strengths within your remote marketing team so that projects are successful and completed on
time.

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 SELF – CHECK 2.1.2
GROUP DEVELOPMENT

MULTIPLE CHOICES: Choose the correct answer and write the letter that corresponds to your choice on the answer
sheet provided.

1. during this stage the leader may need to provide clarification or justification to group
members; leader may also spend time with individual members to help them clarify their feelings about
group involvement.
2. Common behavior at this point is questioning why we are here, what we are supposed to
do, how we are going to get it done, and what our goals are.
3. during this stage the leader should identify the transition and capitalize on it; members are
ready to work hard, so the leader must provide opportunities for this to occur.
4. Teams complete their project and debrief on what went well and what could be
improved for future projects.
5. during this stage the leader can take a less active role and allow the group considerable
autonomy.

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 ANSWER KEY 2.1.2
GROUP DEVELOPMENT

1. Storming
2. Forming
3. Norming
4. Adjourning
5. Performing

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 INFORMATION SHEET No. 2.1.3: SOURCES OF INFORMATION

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Follow policies and procedures of an organization

What is Information Source?

An Information Source is a source of information for somebody, i.e. anything that might inform a person about
something on provides knowledge to somebody. Information sources may be observations, people speeches,
documents, pictures, organizations etc.

Being able to research and use materials which back up your study or offer different interpretations of your study
area is an essential aspect of studying and learning.

Primarily you need to be aware of where to look for information, how to access it and how to use it. You must also
be able to scrutinize your sources to check that they are relevant and of a suitable nature to be included within
your work.

This page explores the different types of documents available and how you may access them. Our further
pages: Effective Reading and Critical Reading provide more information about how interpret the various sources of
information.

Finding Information
You may assume, automatically, that academic text books are the primary source of information when you are
engaged in a formal study programmed. This may be true, to a degree, usually there is little need to question the
credibility of such texts – they have probably been recommended by a tutor. There are, however, many other
sources of information which should not be overlooked. Such sources include: the internet, newspapers, journals,
transcripts from radio or TV program, leaflets, photographs and other artefacts (man-made objects).

Within the category of books there are many different types and genres, for example: fiction and non-fiction,
including dictionaries, encyclopedias, biographies, almanacs, archives, yearbooks and atlases, to name just a
few. There are even more categories of websites and other internet resources. All sources of information can be of
relevance depending on the subject matter of the research or project you’re working on.

It is important to understand that all information will have a certain degree of validity or otherwise. A document can
be easily forged or altered, especially on the internet where anybody can publish anything. It is therefore necessary
to use judgement when deciding which documents to use in the context of your study.

Types of information sources:

Different epistemologies have different views regarding the importance of different kind of information sources.
Empiricism regards sense data as the ultimate information sources, while other epistemologies have different views
(Kragh 1989)4. The various types of information sources can be divided into two broad categories.
A) Documentary Sources
B) Non-Documentary Sources

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1. Documentary sources: - These are generally published or recorded documents of knowledge. Documentary sources
may be as under: -

1.1 Primary Sources of Information:

Primary sources of information are the first published records of original research and development or description
of new application or new interpretation of an old theme or idea. There are original documents representing
unfiltered original ideas.
These constitute the latest available information. A researcher producing new information can make it available to
the particular community through the primary sources. Often, it may be the only source of information in existence.
Primary sources are unorganized sources, which are rather difficult to use by them, the secondary sources help us
to use these. These are important sources of information. A subject becomes a discipline in its own right when
independent primary sources begin to be produced in that area. The rate of growth of a discipline to a large extent

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depends upon the amount of literature being produced in the form of primary sources reporting development in the
concerned field.

Primary source is a term used in a number of disciplines to describe source material that is closest to the person,
information, period or idea being studied.

In historiography, a primary source (also called original source) is an artifact, a document, a recording, or other
source of information that was created at the time under study. If created by a human source then a source with
direct personal knowledge of the events being described.
It serves as an original source of information about the topic. Similar definitions are used in library Science, and
other areas of scholarship.

In journalism, a primary source can be a person with direct knowledge of a situation or a document created by such
a person. Primary sources are distinguished from secondary sources, which cite, comment on, or build upon
primary sources. Though the distinction is not a sharp one. “Primary and secondary are relative terms, with sources
judged primary or secondary according to specific historical contexts and what is being studied.” (Kragh 1989)

For Example-:

• Books
• Periodicals
• Conference Papers
• Research Monographs
• Research Reports
• Patents
• Standards
• Thesis
• Industrial and trade literature
• Manuscripts
• Unpublished Sources:-
• Memorandum
• Laboratory notebooks
• Diaries
• Company
• Files
• Portraits
• State Papers
• Web sites
• Video Recordings
• Speeches
• Works of Arts, architecture,
• Literature and music.

1.2 Secondary Sources of Information: - Secondary sources of information are those which are either compiled from
or refer to primary sources of information. The original information having been casually modified selected or
reorganized so as to serve a definite purpose for group of users. Such sources contain information arranged and
organized on the basis of some definite plan. These contain organized repackaged knowledge rather than new
knowledge. Information given in primary sources is made available in a more convenient form. Due to their
very nature, secondary sources are more easily and widely available than primary sources. These not only provide
digested information but also serve as bibliographical key to primary sources of information. The primary sources
are the first to appear, these are followed by secondary sources. It is difficult to find information from primary
sources directly. Therefore, one should consult the secondary sources in the first instance, which will lead one to
specific primary sources.

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Types of Secondary Sources of Information:
“Bonn” has divided the secondary sources into three types which are as below

1. Index Type:
(a) Index
(b) Bibliography
(c) Indexing periodicals
(d) Abstracting Periodicals
2. Survey Type:
(a) Review
(b) Treatise
(c)Monograph
3. Reference Type:
(a) Encyclopedia
(b) Dictionary
(c)Hand book, Manual
(d) Critical Tables
Important ones are Discussed below: -

1. Periodicals: - All periodicals do not report original work. There are a number of periodicals which specialize in
interpreting and providing opinions on developments reported in primary sources of information. Such periodicals
may be considered secondary sources.
e.g. New Society (1962). London: New Science Application. Weekly.

2. Indexes: - An Index to a work contains an alphabetical list of names, topics, places, formulae, titles of any significant
item referring to material presented in the main part of the work. Sometimes, these items may be arranged
chronologically, geographically or in some other way. A well compiled index adds to usefulness of a work.
e.g. Index of Economic Journals(1961-62).Homewood III. Irwin : American Economic Association. 5 Vols.

3. Bibliographies: - A bibliography is an organized list of primary or other sources relating to a given subject or person.
It is usually arranged alphabetically by author or chronologically or topic wise. It may be comprehensive or
selective. Sometimes it may be provided with annotations. It may be published as a part of a larger work or as a
separate work. The basic aim of a bibliography is to assist the users in locating the existence of or identifying a
book or any other material which may be interest to him. A well-prepared bibliography provides a definite coverage
of documents over a period of time within specified limits. Thus, it also serves the purpose of retrospective
searching of literature.
e.g. Griffith, Dudley David (1955), Bibliography of Chaucer, 1908-53. Seattle: University of Washington Press.

4. Indexing Periodicals: - An Indexing Periodical is a regularly issued compilation of titles of articles that appear in
current primary source journals. Generally, titles of new books pamphlets etc. are also included. An index to a
publication contains an alphabetical list of names, topics, places, formulate, titles of any significant items referring
to material presented in the main part of the work. These items are arranged chronologically, geographically or in
some other way. An indexing periodical is a regularly issued compilation of titles of articles that appear in current
primary source journals, generally titles of new books, pamphlets are also included.
e.g., Reader’s guide to periodical literature (1905). New York: Wilson. vol-1. Semi -monthly.

5. Abstracting Periodicals: - Abstracts appear in different formats. The best-known format for abstracting services
is periodical. An abstracting periodical ” is a regularly issued compilation of concise summaries of (i) significant
articles (often in a very limited subject field) that appear in current primary sources journals and (ii) important new
research monographs, reports, patents and other primary source publication in that field.”(Bonne, George S.1971)
An Abstracting Periodical serves as an index, a tool for retrieval of information on a specific subject. However
indexing periodicals are earlier to appear than abstracting periodicals.

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6. Reviews (Survey Type):- A review is a survey of the primary literature. It aims to digest and correlate the
literature over a given period. It also indicates the development and trends in the field concerned. It may appear as
a collection of papers on regular basis (annual or quarterly or monthly) or in the form of an article in a periodical. A
review provides background information to a new problem in a suitable form and serves as a key to literature. List
of references given in a review can serve as an excellent bibliography of the concerned subject for a period
covered by it, e.g., Annual review of biochemistry (1932) Palo Alto: Annual Reviews. Annual.

7. Reference Books (also considered tertiary):- Reference works, which contain the desired information itself, are
considered secondary sources of information. These include encyclopaedias, dictionaries, handbooks, tables,
formularies, etc. these forms an essential part of secondary sources of information. The sources of ready reference
books are as follows: -
(a) Dictionaries: A dictionary is a book, which deals with words of a language or of some special subjects, authors, etc.
Thus, a dictionary is a wordbook. Although a dictionary is supposed to deal with words but often it may go beyond
this.
e.g. Webster’s third new International dictionary of English language unabridged with seven language dictionaries
(1966). Spring field: mass, Marriam.

(b) Encyclopaedias (also considered tertiary): An encyclopaedia is a book giving information on all branches of
knowledge or a specific subject. It is an ideal book, which deals with concepts. An encyclopaedia is a storehouse of
knowledge giving all information of significance. However, it is best used for finding answers to background
questions related to general information and self-education. One often turns to encyclopaedias for one’s everyday
information requirements. This is also true of scientists and technologists.
e.g. Encyclopaedia Americana (1976). New York: Grolier. 30 vols.

(c) Handbook: A handbook is a compilation of miscellaneous information in a compact and handy form. It contains
data, procedures, and principles, including tables, graphs, diagrams and illustrations. Scientists and technologists use
handbooks in their fields rather frequently.
e.g. Britain, (1948/49) an official handbook. London: stationary office, annual.

(d) Tables: Many of the handbooks contain data in the form of tables. Some of the handbooks devote substantial
portion of the work to tables as compared with text. Tables are convent form to present data. There are extremely
useful in Science.
e.g. Tables of contents and numerical data (1947). Oxford: Pergamon Press.Vol.1

(e) Manuals: In common practice, a manual is an instruction book, which instructs how to do something by means
of specific and clear directions.
e.g. Greenly, R.S.(1974). Professional Investor’s Manual. London: Greenly.

(f) Magazine and newspaper articles (this distinction varies by discipline): A news article is an article Published in
a print of Internet news medium such as a newspaper, newsletter news magazine, news oriented website, or article
directory that discusses current or recent news of either general interest (i.e. daily newspapers) or on a specific topic
(i.e. political or trade news magazines, club newsletters, or technology news websites).

(8) Text Books (other than fiction and autobiography): A textbook is a book of instruction. Its Primary aim is not
to impart information about a specific subject but to enable one to develop proper understanding of the subject.
Presentation is extremely important and it is prepared to serve a particular level of readership. It cannot be
comprehensive. Often presentation is colourful and attractive, giving plenty of illustrations and diagrams. A good
textbook takes into consideration the method of teaching and level of readership. It is revised keeping in view new
developments and changing methodology of teaching. There is a difference of opinion about the place of text books
as tertiary sources.
e.g. Text Book of Crop Production, by P.C. Rahaja, etc Bombay.

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(9) Translations: Translations are an important part of secondary sources. Their characteristics are the same as those
of primary or secondary or tertiary sources from which these are translated. Many of the authors of research papers
prefer to cite original sources rather than translations.
(10) Treatises: A Treatise is a comprehensive compilation or summary of information on a subject. A treatise on a
subject provides enough information to a person to acquire basic knowledge, so essential for carrying out
advanced research. It also provides facts, along with discussion. The fact may include physical constants methods of
preparation and purification of compounds etc. Usually, it is limited to a broad field. Due to the very nature, these
become out of date within a short period of time.
e.g. Treatise on the calculus of finite differences (1960). 4th ed. New York: Chelsa.

(11) Monographs: A Monograph is a short treatise on a specific subject. A monograph and treaties serve the
same purposes with the difference that a monograph is an attempt on a limited scale. Very often a monograph may
be brought out as a part of a series.
e.g., Baldwin, E. (1971). Study in the History of Ideas (Monographer in arts and archaeology series, 25). Princeton, N.J:
Princeton university press.

(12) Biographical words: A biography is a description or account of someone’s life and the times, which is usually
published in the form of a book or an essay, or in some other form, such as a film. An autobiography (auto meaning
“self’, giving “self-biography”) is a biography of a person’s life written or told by that same person. A biography is
more than a list of impersonal facts (education, work, relationship, and death), it also portrays the subject’s
experience of those events. Unlike a profile or curriculum vitae (resume), a biography presents the subject’s story,
highlighting various aspects of his or her life, including intimate details of experiences, and may include an analysis
of the subject’s personality.
(13) Literary criticism: It is the study, evaluation, and interpretation of literature. Modern Literary criticism is often
informed by literary theory, which is the philosophical discussion of its methods and goals. Though the two activities
are closely related, literary critics are not always, and have not always been, theorists.

1.3. Tertiary Sources of Information: - This is the most problematic category of all. However, people rarely
expected to differentiate between secondary and tertiary sources. Materials in which the information from
secondary sources has been digested- reformatted and condensed, to put it into a convenient, easy to read form.
Sources which are once removed in time from secondary sources and works which index, organize and compile
citations to, and show you how to use secondary sources.
Tertiary sources of information contain information distilled and collected from primary and secondary sources. The
primary function of tertiary sources of information is to aid the searcher of information in the use of primary and
secondary sources of information. Most of these sources do not contain subject knowledge. Due to the increase in
literature, tertiary sources are becoming increasingly important. Out of the various kinds of sources, tertiary sources
are the last to appear

Types:
1. Bibliography of Bibliographies
2. Directories and yearbooks
3. Guide to literature
4. List of research in progress

2: Non-documentary sources: Non documentary sources of information form a substantial part of communication
especially in science and technology. User’s studies have underlined the importance of such sources. These
sources provide information which other sources do not.

Types: - There are two kinds of sources: -

(1) Formal Sources: -

-Research Organization
-Societies
-Industries

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-Govt. Dept.
-Universities
-Consultants

(2) Informal Sources: -

– Conversation with colleges
– Visitors
– Attendance at Professional Meetings.

Conclusions: - The above categorization is based on the characteristics of the documents. Primary sources are
more current and accurate than secondary and tertiary. In searching for Information, a researcher usually starts
with secondary and tertiary sources and ends the search with primary sources. Secondary and tertiary sources
contain information in organized form and these serve as guides or indicators to detailed contents of primary
literature. With increasing amount of literature being produced, it is becoming almost impossible to use primary
sources directly for searching of information. A scholar would also not be able to keep himself up to date and well
informed in his field of specialization without the aid of secondary and tertiary sources. This goes to show the
importance of their sources of information.

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 SELF CHECK 2.1.3
SOURCE OF INFORMATION

ESSAY TEST
Directions: Explain each question, before you begin writing, read the Passage carefully. Your
essay should be as well organized and as carefully written as you can make it

1. What is the type of information sources?

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 ANSWER KEY 2.1.3
SOURCE OF INFORMATION

1. Documentary sources
2. Non-documentary sources

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 LEARNING OUTCOME SUMMARY

LEARNING OUTCOME 2 Identify one’s role and responsibility

within a team
CONTENTS:
• Team roles and objectives
• Team structure and parameters
• Team development
• Sources of information
Assessment Criteria
• Individual roles and responsibilities within the team environment are identified
• Roles and objectives of the team is identified from available sources of information
• Team parameters, reporting relationships and responsibilities are identified based on team discussions
and appropriate external sources
CONDITION:
• Access to relevant workplace or appropriately simulated environment where assessment
can take place
• Materials relevant to the proposed activity or tasks
METHODOLOGY:
• Group discussion
• Lecture
• Demonstration
ASSESSMENT METHOD:
• Role play involving the participation of individual member to the attainment of
organizational goal
• Case studies and scenarios as a basis for discussion of issues and strategies in
teamwork
• Socio-drama and socio-metric methods
• Sensitivity techniques
• Written Test

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 LEARNING EXPERIENCES

LEARNING OUTCOME NO.2: Identify one’s role and responsibility within a team

Learning Activity/Guide Special Instruction

• Read Information Sheet 2.2.1 on Team roles and • Perform all activities required.
objectives • You must get a rating of 80 to 100%. If
you get below 80% rating, go over the
• Answer Self-Check 2.2.1 on Team roles and same activities.
objectives • If you get the required rating,
• Compare Answers to AnswerKey proceed to the next activities.
• Perform Task Sheet. No. 2.2.1 on Team roles and
objectives
• Read Information Sheet 2.2.2 on Team structure • Perform all activities required.
and parameters • You must get a rating of 80 to 100%. If
you get below 80% rating, go over the
• Answer Self-Check 2.2.2 on Team structure and same activities.
parameters • If you get the required rating,
• Compare Answers to AnswerKey proceed to the next activities.
• Perform Task Sheet. No. 2.2.2 on Team structure
and parameters

• Read Information Sheet 2.2.3 on Team • Perform all activities required.

development • You must get a rating of 80 to 100%. If
you get below 80% rating, go over the
• Answer Self-Check 2.2.3 on Team development same activities.
• Compare Answers to AnswerKey • If you get the required rating,
• Perform Task Sheet. No. 2.2.3 on Team proceed to the next activities.
development

• Read Information Sheet 2.2.4 on Sources of • Perform all activities required.

information • You must get a rating of 80 to 100%. If
you get below 80% rating, go over the
• Answer Self-Check 2.2.4 on Sources of same activities.
information • If you get the required rating,
• Compare Answers to AnswerKey proceed to the next activities.
• Perform Task Sheet. No. 2.2.4 on Sources of
information

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 Information Sheet No 2.2.1 TEAM ROLES AND OBJECTIVES

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Determine the Importance of a Team role

A team is a group of individuals (human or non-human) working together to achieve their goal.

Some teams have a limited life: for example, a design team developing a new product, or a continuous process
improvement team organized to solve a particular problem. Others are ongoing, such as a department team that
meets regularly to review goals, activities, and performance.

An organization with many teams requires careful alignment. As teams and individuals link with other teams, the
principles of developing understanding and trust will apply, but the structure will get more complex (Figure 1).
Understanding the many interrelationships that exist between organizational units and processes, and the impact of
these relationships on quality, productivity, and cost, makes the value of teams apparent.

THE VALUE & BENEFITS OF TEAMS

Team processes offer the following benefits to the organization:

• Synergistic process design or problem solving

• Objective analysis of problems or opportunities
• Promotion of cross-functional understanding
• Improved quality and productivity
• Greater innovation
• Reduced operating costs
• Increased commitment to organizational mission
• More flexible response to change
• Increased ownership and stewardship
• Reduced turnover and absenteeism

Individuals can gain the following benefits from

teams:

• Enhanced problem-solving skills

• Increased knowledge of interpersonal dynamics
• Broader knowledge of business processes
• New skills for future leadership roles
• Increased quality of work life
• Feelings of satisfaction and commitment
• A sense of being part of something greater than what one could accomplish alone
REASONS WHY TEAMS FAIL
Difficulty with teams is often blamed on a cultural emphasis in the United States on individual accomplishments
versus shared responsibility and success. But problems are also caused by inadequate organizational support
structures, reward systems, for example, often reinforce individual performance.

Numerous reasons have been noted for why teams often fail to reach their full potential. Among them are:

• Failure to integrate cooperative work methods into the organizational culture

• Lack of organizational systems necessary to support the team process
• Minimal upfront planning of how the organization plans to utilize teams
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• Failure to prepare managers for their changing roles
• Failure to prepare team members for their new roles

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 • Inappropriate reward and compensation systems
• Inadequate training
• Impatience of top management with the time needed for maturation
• Incomplete understanding of group dynamics

How do you define a role?

The word 'role' refers to how a person will behave and what function they will perform within the group as a
whole.

When teams are formed, it is normal for people to take different roles, according to their position, ability or
character type. Formal roles are the external, defined positions that are associated with given responsibilities
and are usually allocated according to the position or ability of each person.
Individuals in a team will also tend to adopt informal roles that depend more on their character than on any
specific knowledge or position. Recognizing these behaviours’ can be very useful when helping the team to
work together.
Formal Roles
In order for a team to work in an organized way towards their objectives, several formal roles are often allocated
or decided on within the group. Although the leader is the most common role, other positions of specific
responsibility can help give focus to specific activities and ensure formal tasks are completed.
Leader
The style of the group leader sets the style of how the group will operate. This style should be more participative
than directive, as improvement groups often operate on a voluntary basis or where the work is outside their
normal work scope. There also may be no official reporting line to the leader, who may be a peer or from
another area.
A key objective of the leader is to motivate the rest of the team into having a strong focus on succeeding in their
objectives. An active and effective way to achieve this is by working within the team rather than directing it from
above. An important factor is that the leader should be respected by the team members, who will be willing
to work together with him or her. The leader should also be clearly enthusiastic about solving the problem by
using appropriate tools, rather than the less structured 'brainstorm and implement' sessions that often occur.
The leader should also have a good understanding of the improvement process being used and should be able
to work closely with the facilitator.
Recorder
The information gathered, minutes of meetings, output from tool use and communications inside and outside the
team forms the 'group memory' of the team. If this is not recorded and organized, it can result in the team itself
becoming disorganized.
The role of the recorder (or scribe or librarian) is thus to record and gather all the data and present it in a format
which the team can easily understand and reference. The key skills for the recorder are a clear and concise
writing style and an ability to organize information for easy access.
Analyst
Measurements made during the project are seldom directly interpretable, and must be translated into an
understandable format from which decision points may be identified. The analyst's key focus is on the
measurement and interpretation of data to enable these decisions to be made.
The exact skills of the analyst will vary with the type of project, for example where detailed numerical measures
are being made, a mathematical ability may be needed. Other projects may need an understanding of
psychology, for example where the measurement is of people's opinions.
Expert
Experts in the team have specialized knowledge, for example about technical areas or key processes, and act
as advisors and authorities in their field of expertise. It is important in an improvement team to either have
appropriate expertise within the team or to have it readily available.

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A chicken and egg situation can occur, where an expert is required to identify a problem, but the appropriate
expert cannot be identified until the problem is known. This can result in the problem being circled, but not
approached. The effect of this on the team is that experts may come and go, or may stay and become
inappropriate people to have on the team.
Facilitator
The facilitator is not an actual team member, but is closely connected with the team, and especially with the
team leader. This person is an expert in team dynamics and in the improvement process, and thus acts as an
advisor and teacher. The facilitator never owns the problem, but does have a strong interest in the success of
the group.
An effective way of allowing the facilitator to lead the team in specific activities, yet without undermining the
leader's role, is for the leader to describe the objective and then to introduce the facilitator as someone who will
help them achieve this. The facilitator then takes over, with the clear mandate of helping the group, whilst the
leader sits with the group.
Informal roles
There are a number of models of interpersonal behaviour in groups that identify specific roles that people adopt,
often unconsciously. It is important that these characters get on together, as subliminal conflict, where people
react emotionally to situations they do not consciously recognize, can be particularly difficult to resolve.
In practice, behavioural style may vary along a spectrum between extremes. People may also act at different
positions along the spectra, depending on the situation. Nevertheless, individuals do tend towards particular
groups of behaviours and if these are recognized, a cohesive and effective mix may be found in the group to
enable its members to work well together. A typical set of behavioural styles are as follows.
Social style: Self versus Group
It is natural to consider one’s own opinions and feelings as important, and many people are largely self-based in
their thinking. However, people get on together by also thinking about others, and a person who is more group-
based will consciously aim to bring the group together as a harmonious whole.
People with strong self-image may tend towards a leadership role, but unless they also consider the people in
the team and the group as a whole, there is a danger of them becoming dictatorial, turning the focus away from
the problem and onto personalities.
In effective groups, team members feel able to contribute their own ideas, but also take seriously the thoughts
of others and work towards an agreeable solution. It is an important role of the leader to bring about this state of
constructive cohesion.
Work style: Doer versus thinker
Some people have a practical work style, working to plan and taking pleasure in completing actions. Others are
more interested in the reasons behind the actions, and may challenge conventional approaches.
In teams, a balance of both styles is needed, to ensure thoughtful beginnings and solid completions to team
actions.
Thinking style: Divergent versus convergent
Divergent thinkers are good at brainstorming and coming up with unusual ideas. Convergent thinkers, however,
are good at judging and selecting items from a large set of possibilities.
Improvement teams often have an equal need for both styles of thinking, for example where divergent thinking
is used to find possible causes, and then convergent thinking is used to select likely key causes to be carried
forward for further investigation.
Decision style: Intuition versus facts
In making decisions, a certain amount of personal judgment is required to be combined with the hard data
available to help reach a conclusion. An intuitive decision maker tends to rely more on feelings and unidentified
experience, whilst a factual decision-maker will seek to increase confidence in a decision by seeking out and
analysing clear facts.
Quality improvement activities tend more towards the factual end of this spectrum, although there are
some situations (often to do with people) where there is little hard data available, and an intuitive approach
can yield good results.
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Team meetings
A number of quality improvement and problem-solving tools are most effective when used with a group of
people, each of whom may make a specific contribution. When the team meets, both the conduct of the meeting
and the layout of the room should help them to work on the problem together, as one team.
Planning
Meetings are very expensive in terms of people's time and if there is no objective or agenda, then little is likely
to be achieved. A short, focused meeting with a simple and clear objective is likely to be far more productive
than a lengthy meeting with unspecified aims. The meeting is also more likely to be successful if the process
and tools to use in the meeting are identified beforehand and a facilitator brought in as appropriate.
It is thus worth spending time before the meeting identifying the objective of the meeting, how this may be
achieved and how any blocks to progress may be overcome.
Room layout
When sitting together, all members of the team should feel equally able to contribute. A long, rectangular table
can isolate people at the ends; the best shape is a simple circle.
When working with a whiteboard or flipchart, people should sit in a wide semicircle or arc, facing the work area.
This will help them to focus on the problem, rather than one another. Attention to the problem can be further
helped by clearly displaying the objective of the meeting, for example on a single sheet of flipchart paper which
is taped to the wall.
In the meeting
When the objective and process is agreed by all, the meeting simply becomes a matter of following this plan.
It often occurs that one or two people will dominate any meeting and will tend to do all the talking. This prevents
or inhibits other people from making useful input to the team. Other people may also be naturally reticent or
unwilling to become involved.
It is one of the tasks of the team leader to enable and encourage contributions from all members of the
team, which may require specific attention to be paid to both dominant and reluctant individuals.
At the end of the meeting, all decisions, actions, responsibilities and timescales should be agreed and clear to
everyone. These key points may be reinforced in a written meeting summary (not detailed minutes).

Successful teams
In summary, teams can be helped to be more successful by considering a few key points:
• Smaller groups are usually more focused and successful. Larger groups are slower and more
conservative. Around three or four people is a good size for a problem-solving team, although up to ten
can work.
• If formal and informal team roles are complementary, the team will find it easier to work together on
the problem without conflict and are more likely to have requisite skills available for specific tasks.
• A successful team has a sense of cohesion and focus, having worked through to the 'perform' stage. The
problem is well understood and 'owned'. They believe they can succeed and are committed to success.
• When the team is focused is on solving the problem, advantage is taken of any available ways of
achieving this, including tools, training and facilitation.
• People are more likely to accept changes when they have been involved in the decision-making and
implementation processes.

Finally, it is worth noting that research has clearly shown than teams learn faster, come up with more ideas and
make better decisions and then individuals working alone. The only disadvantage is that this usually requires a
greater total effort. If the potential benefit of team problem-solving is considered worthwhile, then the investment
has a good chance in paying off with effective results.

Teamwork
Much improvement work in organizations needs the collaboration of many people, both as formal teams and in
larger, less formal groups. Managing improvement projects thus requires a good grasp of human psychology as
well as a sound understanding of the tools described in the main body of this text.
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 A group of people working together may have varying degrees of success in achieving their aims, and any lack
of success in a project may be due to a number of factors that are not always clear. For example, a prestige
project, staffed by well-trained experts with plentiful resources to hand, may be eclipsed by another smaller
group of workers who achieve outstanding improvements through seemingly nothing more than lunchtime
meetings and a few key process changes. Often, the difference lies not so much with the resources and skills
available, but in the way the team works together, rather than as a group of individuals.
This chapter looks at some of the key points of how groups of people interact, and the factors that need to be
taken into account to make teams successful, including:
• Team development: How teams emerge from groups of people
• Team roles: The formal and informal roles people take in improvement teams.
• Team meetings: Elements of making team meetings successful.
• Successful teams: The secrets of making improvement teams work.

4 Types of Team Roles

In team, different individuals have different roles to play.
Here are four roles for a team: Leader, Facilitator, Coach or a Member.
All these are the components of a team, but remember that these need not be exclusive. A leader can act as a
facilitator and a coach as well at different times. It’s not necessary that the team will have one individual as a
leader, one individual as a facilitator and one individual as a coach and members. The leader depending on the
situation can act as a coach, facilitator or a member.

The role of a leader to provide direction to the team, vision to the team, motivation to the team and establishes
ground rules for working with each other. What sort of communication will happen, how things will be reported? All
these ground rules are set by the leader. The role of leader, of course, is to make the successful completion of the
team goal. So sets the goal, clarifies the goal, provides direction, and also if there are regular meetings to be held
then the leader is responsible for preparing for those meetings and conducting those meetings effectively. Team
leader assigns individual roles to team members.

Facilitator many a time doesn’t have a formal authority; the facilitator helps the team to make the decision. Even if
a leader is acting as a facilitator, then the leader is asking team or helping the team to make those decisions. The
facilitator helps the team to understand objectives and supports the team on how to achieve that objective. That’s
how he or she facilitates the team towards the goal.

Coach provides one-to-one support after training. If a team member has been trained with something, the coach is
someone who provides support after the training. The coaching is one-to-one training and if there’s any problem
team faces coach would be the first person to go to. These rules might overlap. A coach might be the same person
as the team leader. When we are talking about coaching, let’s understand the GROW Model of coaching that will
help us in understanding the coaching concept better.
• G is for goal
• R is for reality
• O is for obstacles
• W is for a way forward
❖ Goal: In coaching, the first thing is to understand what the team wants to achieve? What is the objective?
❖ Reality: Realizing what current reality is? Where are we today? What are the challenges this team is facing?
❖ Obstacles: What stops the team from achieving the goal? What are the obstacles?
❖ Way Forward: Those identified obstacles are to be removed by coach by providing all the support and steps
needed to achieve the goal.
The role of members is to participate in team meetings, do whatever is assigned to them, and actively participate
when it comes to brainstorming, idea generations or any other support they need to provide. Members actively
engaged in the team.

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 SELF – CHECK 2.2.1
(Team Role)

MULTIPLE CHOICE TEST:

Directions: Choose the letter of the correct answer and write it on the blank provided at the right side of
the test paper

1. It is a group of individuals working together to achieve a goal?

a. Team
b. Role
c. Group
d. Member
2. The key objective of the is to motivate the rest of the team into having a strong
focus on succeeding in their objectives.
a. Member
b. Team
c. Group
d. Leader
3. The information gathered, minutes of meetings, output from tool use and communication
inside and outside the team forms the group memory of the team
a. Member
b. Team
c. Recorder
d. Analyst
4. The types of team role except
a. Leader
b. Facilitator
c. Member
d. Recorder
5. What role that helps the team to make the decision and doesn’t have a formal authority?
a. Leader
b. Facilitator
c. Member
d. Recorder
6. – 10 what is a team and the importance?

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 ANSWER KEY 2.2.1
(Team Role)
1. A
2. D
3. C
4. D
5. B
6. Teams are important because they can accomplish much more than any of the members could
achieve individually. The team that functions effectively and efficiently brings together a diverse
range of characters, skills, and talents, and is able to realize large, complex projects.

Good teamwork is essential in all organizations. It signifies that:

• people are working towards a shared purpose and common goals and

• In so doing they are sharing their varied skills in complementary roles and in cooperation
with each other.

Organizations are much more likely to perform well when their people work effectively as a team.
This is because good teamwork creates synergy – where the combined effect of the team is greater
than the sum of individual efforts. Working together a team can apply individual perspectives,
experience, and skills to solve complex problems, creating new solutions and ideas that may be
beyond the scope of any one individual.

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 Information Sheet No. 2.2.2 TEAM STRUCTURE AND PARAMETERS

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Determine the Importance of team structure

There are many different ways of organizing and leading your team. It’s important for you to find a team structure
that suits your team well so you can be highly productive, foster strong teamwork, support working relationships,
and be successful in achieving the organization’s goals together. If you’re looking to improve your team’s efficiency,
establishing or modifying your organizational structure could be impactful.

Each team structure entails a unique chain of command that offers different organizational benefits and creates a
positive work environment. Because using a team structure that is well suited for your team can improve your
productivity, relationships, and efficiency, this article will cover what a team structure is, why team structures are
advantageous, different types of structures, as well as some ways you can build a team structure that is both
sustainable and successful.

• What is a team structure?

• The advantages of a team structure
• 6 types of team structures
• 3 ways to build a successful team structure

What is a team structure?

A team structure is a design or framework that defines the relationships between leadership, team responsibilities,
activities, and each team member. The team structure that you select will have a large impact on how team
members collaborate and make efforts to see continuous improvements for the company. The purpose of creating
a team structure is to determine what each individual is responsible for, to whom they may report, and how
decisions are made across the organization. There are several ways to go about creating a team structure and
supporting a team, with specific methods that are effective for different kinds of groups.

The advantages of a team structure

A team structure has a huge impact on the distribution of authority. This means that an organizational structure
also affects the way teams collaborate, which in turn affects the overall working relationships that exist within the
group. Any team structure defines the relationship and synergy between tasks, leadership and each team
member. The

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advantage of having a team structure is that this structure creates a clearly defined means of working together and
accomplishing your goals.

6 types of team structures

• Hierarchical structure
• Circular structure
• Matrix structure
• Functional organizational structure
• Market-based structure
• Process-based structure

1. Hierarchical structure
The hierarchical structure is the most common (and perhaps the most stereotypical) team structure, and it happens
to be effective for almost any team structure. The hierarchy is organized in a pyramid, where the leaders are placed
at the top of the pyramid followed by directors, managers, then employees. In this sense, the hierarchical structure
moves from the most senior to the least senior employees of the company. This is a structure which creates clear
and strong boundaries, where roles are clearly defined. The hierarchical structure is by far the most utilized
structure because of its straightforward nature. This team structure is best for teams that are seeking to engage
with a straightforward reporting style, define clear career paths, and provide specialties within individual roles.

2. Circular structure
The circular team structure is also hierarchical in nature. High-level individuals in leadership positions reside within the
circle, whereas lower-level employees are situated outside of the circle rings. The number of circle rings depends
on the team members. While this division still makes this team structure hierarchical, leaders in the circle aren’t
necessarily viewed as the top of the company. Rather, the structure moves from the center outward, meaning that
leaders are the heart of the firm. The more positions and teams that is present within the company, the more circles
that exist. This structure represents a fluid relationship in which all employees are connected, but where there
remain differences in contribution based on whether employees are situated inside or outside of the circle. This
structure is best for teams that want to streamline communication, create an easy flow of information, and foster
fluid relationships.

3. Matrix structure
The matrix team structure organizes your team members into a grid, which sets individuals up to report to more
than one leader. This structure can improve the decision-making process and also create more of a balance
between leadership roles. The matrix team structure may also improve your efficiency as a team because you have
multiple business lines focusing on a project and the success of it. The downside to this structure is that when
multiple people have to approve something for an individual, it can be time consuming and stump productivity.
However, this structure is still extremely effective if all leaders are prepared to be responsive and to accommodate
it. This type of team structure is best suited for teams that want improved collaboration and communication, and
create a balance in leadership and a balance between units and products.

4. Functional organizational structure

The functional organizational structure groups employees with common job functions together. In this sense,
this team structure organizes employees by department, by knowledge, and by skills. This type of structure
provides a great opportunity for individuals with similar interests and talents to collaborate, boosting the
organization’s creativity, innovation, and efficiency. Because these roles are not subjected to changes, this
structure allows employees to master particular skills and add value to the company. The functional organizational
structure is best for teams that are seeking to produce experts in their field, foster team accountability, and see
company growth.

5. Market-based structure
The market-based structure divides people by industry, by market, or by customers. This type of organizational
structure is therefore suitable for companies that offer services and products to specific market sectors; for
organizations that have a deep knowledge and understanding of all the segments, this structure is particularly
effective. This team structure enables employees to focus on the demands of a specific industry, and therefore
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fosters

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team specialization. This structure works for teams that are seeking a balance between both individual and team
work, and is best suited for teams that want to foster the ability to focus on one market at a time and want to
highlight individual accomplishments.

6. Process-based structure
The process-based structure highlights different internal processes, rather than departments, for example. This is
another hierarchical-based structure which places leadership at the top and connects leadership to various
organizational processes. In companies where processes are more important than individual projects, the process-
based structure is often implemented; this structure would not be effective for an organization with many external-
facing projects. The process-based structure is best suited for teams that want to optimize efficiency, need
assistance with many different processes, and want to streamline organizational growth.

3 ways to build a successful team structure

• Determine which structure is best for your team

• Align your goals
• Set clear responsibilities

1. Determine which structure is best for your team to build a successful team structure; you need to first
decide which structure is best for you and your team. Think about which kinds of strategies you need to
implement to meet your organizational goals and targets. Do your research, read articles, and speak to leaders
in your network to gain an understanding of what has worked for others as well as what has not.

2. Align your goals a key piece in building a successful team structure is ensuring that you align your goals with
the actual structure that you select. In other words, you need to ensure that the structure supports and
promotes the attainment of your organizational goals. Clearly defining your principal objectives is essential in
goal alignment, which is why it’s important to take the time to sit down with your team, clearly outline
objectives, and communicate your expectations.
An alignment meeting—where an interactive discussion takes place with the intent to kick off a new project or
mission—is the perfect opportunity to set expectations. The goal of the meeting is to ensure team alignment
and the conversation centers around the goals and requirements of the project and helps determine how to
complete the project successfully. As such, having this meeting is a great way to align your goals.
3. Set clear responsibilities setting clear responsibilities are also essential to build a successful team structure.
Without clear responsibilities, your team won’t have a clear understanding of their expectations, which means
that you can’t develop team accountability. If people are not held accountable, unfortunately, trust cannot be
established, which then affects communication. As you can see, there’s a slippery slope created when
responsibilities aren’t clearly defined.
To set clear responsibilities, you need to create effective processes. This means that you need to understand
which processes separate effective teams from sub-optimal ones so you can improve teamwork, which in turn
fosters strong collaboration.
With Fellow, you can set clear responsibilities and stay on top of them all by assigning, tracking, and following
up on meeting action items.

Parting advice
Selecting and implementing a team structure can help your team’s productivity and efficiency, meaning you’ll attain
your organizational goals with a higher degree of effectiveness. Consider which type of team structure is best
suited for your team, for the existing processes within the company, and for the ultimate goals you’d like to attain.
After you’ve done your research on team structures, take some time to determine which structure is best for your
team, ensure that you align your goals, and set clear responsibilities. We hope that this article has been helpful in
outlining different team structures and their application. If you found it to be impactful, be sure to share it with a
friend or a colleague!

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 SELF – CHECK 2.2.2
TEAM STRUCTURE AND PARAMETERS

1. What is a team structure?

2. Advantages of a team structure
3. 3 ways to build a successful team structure

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 ANSWER KEY 2.2.2
TEAM STRUCTURE AND PARAMETERS

1. A team structure is a design or framework that defines the relationships between leadership,
team responsibilities, activities, and each team member. The team structure that you select will
have a large impact on how team members collaborate and make efforts to see continuous
improvements for the company.
2. The advantage of having a team structure is that this structure creates a clearly defined means of
working together and accomplishing your goals
3. Determine which structure is best for your
team Align your goals
Set clear responsibilities

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 Information Sheet No. 2.2.3 TEAM DEVELOPMENT

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Determine the Importance of team structure
Organizations use work teams to complete work
projects.

These teams of employees work cohesively toward a shared goal by utilizing the diversity of the team members to
bring creative ideas and solutions to the project.

Effective teams don’t happen instantly. A highly functioning team requires the development of team members as
well as the team as a whole.

Team development is a structured process of taking a group of people (employees, students, volunteers,
committee members, etc.), teaching them to appreciate the differences each brings to the table and learning to
work toward a shared goal.

Workgroups become a cohesive team when they learn to appreciate differences.

This cohesion helps the group to meet goal objectives in an efficient way.

Building strong teams is important because it fosters a healthy environment, where team members feel involved in
how work gets done and valued as a member of the team.

What Is A Team Sponsor?

Every team needs to have a sponsor.

A team sponsor is a person who provides the team with the goal and the resources needed to accomplish that
goal. Projects require funding and FTE manpower.

For instance, a team sponsor will ensure that the team has the budget and the staff hours available to support the
project.

What Is A Team Leader?

The team also needs a strong team leader who helps direct and keeps the team to task. This team lead works with
the group and develops them into a functioning work machine.

Team leaders perform best when they master those leadership skills that help them manage team dynamics.

For instance, a team leader’s skill might be negotiation. The lead team member may need to use these skills when
there are differing opinions and negotiation with team members is required.

5 Stages of Team Development

Stage 1 – Forming
In the first stage of forming, this newly chartered group of people meets and gets to know each other.

This is a slow, more casual stage while members get to know and trust each other. This social aspect is important to
the success of the team.

Team members learn their roles in the stage, the expectations for participation on the team, what the ground
rules are, and the goal that the team is trying to accomplish.

A team leader may help team members understand the goal of the team as well as potential challenges.

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For instance, a team leader may explain the duration of the project and the desired outcomes in this

stage

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Stage 2 – Storming
The 2nd stage of team development is called storming.

This is when team members begin to feel comfortable with each other, learns how each operates in a team
environment – and begin to share ideas and debate issues.

The stronger personalities will be evident during this stage.

This is typically the most conflictive stage of team development. This conflict is healthy but needs to be managed
appropriately.

An effective team leader helps the team learn to use conflict in a positive way and does not allow it to slow team
progress.

Team leaders need to make sure that the stronger personalities don’t inadvertently dominate the team and its
outcomes. All members should be actively participating before this stage is complete.
Stage 3 – Norming
The norming stage of team development is when the team begins to demonstrate team skills and to work as a
cohesive group.

They become accustomed to each other’s’ differences and complement each other’s strengths.

It is in this stage that the team begins to operate effectively and gains momentum in completing tasks towards
accomplishing the team goal.

In this stage team members are comfortable with each other and utilize their different perspectives to find workable
solutions.

Stage 4 – Performing
Performing is the stage when the team has come together as a group and is operating at a high level of efficiency and
accomplishing the task it was charged with.
They have learned to work together and have some momentum in the team process.

This is when the team is at optimal performance and is able to accomplish tasks quickly because members flow
through the process.
When team members change, whether a member leaves or new members join the team, the stages are often
repeated.
Take the time to allow the team to normalize to get back to the performing stage.

Stage 5 – Adjourning/Transforming
The final stage in team development is called adjourning/transforming. This is when the team has accomplished
what it was charged to do and goes through the process of dismantling itself.

This is a time of celebration and recognition for a job well done.

This stage can also mean a change in an employee’s job responsibilities and expectations.

Organizations Are Only As Strong A Its Work Groups

Organizations are only as strong as the groups of people who help them accomplish objectives.

This is why organizations put so many resources into team development. They understand the importance of
cohesive work groups.

Team training and development are key to strengthening teams so they are equiped to accomplish organizational
goals.

How effective are your teams?

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 SELF – CHECK 2.2.3
TEAM DEVELOPMENT

MULTIPLE CHOICES: Choose the correct answer and write the letter that corresponds to your choice on the answer
sheet provided.

1. this is a slow, more casual stage while members get to know and trust each other. This
social aspect is important to the success of the team.
2. this is when team members begin to feel comfortable with each other, learns how each
operates in a team environment – and begin to share ideas and debate issues.
3. This is when the team begins to demonstrate team skills and to work as a cohesive group
4. is the stage when the team has come together as a group and is operating at a high
level of efficiency and accomplishing the task it was charged with.
5. this is when the team has accomplished what it was charged to do and goes through
the process of dismantling itself.

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 ANSWER KEY 2.2.3
TEAM DEVELOPMENT

1. Forming
2. Storming
3. Norming
4. Performing
5. Adjourning/Transforming

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 Information Sheet No. 2.2.4 SOURCES OF INFORMATION

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Follow policies and procedures of an organization

What is Information Source?

An Information Source is a source of information for somebody, i.e. anything that might inform a person about
something on provides knowledge to somebody. Information sources may be observations, people speeches,
documents, pictures, organizations etc.

Being able to research and use materials which back up your study or offer different interpretations of your study
area is an essential aspect of studying and learning.

Primarily you need to be aware of where to look for information, how to access it and how to use it. You must also
be able to scrutinize your sources to check that they are relevant and of a suitable nature to be included within
your work.

This page explores the different types of documents available and how you may access them. Our further
pages: Effective Reading and Critical Reading provide more information about how interpret the various sources of
information.

Finding Information
You may assume, automatically, that academic text books are the primary source of information when you are
engaged in a formal study programmed. This may be true, to a degree, usually there is little need to question the
credibility of such texts – they have probably been recommended by a tutor. There are, however, many other
sources of information which should not be overlooked. Such sources include: the internet, newspapers, journals,
transcripts from radio or TV program, leaflets, photographs and other artefacts (man-made objects).

Within the category of books there are many different types and genres, for example: fiction and non-fiction,
including dictionaries, encyclopedias, biographies, almanacs, archives, yearbooks and atlases, to name just a
few. There are even more categories of websites and other internet resources. All sources of information can be of
relevance depending on the subject matter of the research or project you’re working on.

It is important to understand that all information will have a certain degree of validity or otherwise. A document can
be easily forged or altered, especially on the internet where anybody can publish anything. It is therefore necessary
to use judgement when deciding which documents to use in the context of your study.

Types of information sources:

Different epistemologies have different views regarding the importance of different kind of information sources.
Empiricism regards sense data as the ultimate information sources, while other epistemologies have different views
(Kragh 1989)4. The various types of information sources can be divided into two broad categories.

A) Documentary Sources
B) Non-Documentary Sources

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1. Documentary sources: - These are generally published or recorded documents of knowledge. Documentary sources
may be as under: -

1.1 Primary Sources of Information:

Primary sources of information are the first published records of original research and development or description
of new application or new interpretation of an old theme or idea. There are original documents representing
unfiltered original ideas.
These constitute the latest available information. A researcher producing new information can make it available to
the particular community through the primary sources. Often, it may be the only source of information in existence.
Primary sources are unorganized sources, which are rather difficult to use by them, the secondary sources help us
to use these. These are important sources of information. A subject becomes a discipline in its own right when
independent primary sources begin to be produced in that area. The rate of growth of a discipline to a large extent
depends upon the amount of literature being produced in the form of primary sources reporting development in the
concerned field.

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Primary source is a term used in a number of disciplines to describe source material that is closest to the person,
information, period or idea being studied.

In historiography, a primary source (also called original source) is an artifact, a document, a recording, or other
source of information that was created at the time under study. If created by a human source then a source with
direct personal knowledge of the events being described.

It serves as an original source of information about the topic. Similar definitions are used in library Science, and
other areas of scholarship.

In journalism, a primary source can be a person with direct knowledge of a situation or a document created by such
a person. Primary sources are distinguished from secondary sources, which cite, comment on, or build upon
primary sources. Though the distinction is not a sharp one. “Primary and secondary are relative terms, with sources
judged primary or secondary according to specific historical contexts and what is being studied.” (Kragh 1989)

For Example-:

• Books
• Periodicals
• Conference Papers
• Research Monographs
• Research Reports
• Patents
• Standards
• Thesis
• Industrial and trade literature
• Manuscripts
• Unpublished Sources:-
• Memorandum
• Laboratory notebooks
• Diaries
• Company
• Files
• Portraits
• State Papers
• Web sites
• Video Recordings
• Speeches
• Works of Arts, architecture,
• Literature and music.

1.2 Secondary Sources of Information: - Secondary sources of information are those which are either compiled from
or refer to primary sources of information. The original information having been casually modified selected or
reorganized so as to serve a definite purpose for group of users. Such sources contain information arranged and
organized on the basis of some definite plan. These contain organized repackaged knowledge rather than new
knowledge. Information given in primary sources is made available in a more convenient form. Due to their
very nature, secondary sources are more easily and widely available than primary sources. These not only provide
digested information but also serve as bibliographical key to primary sources of information. The primary sources
are the first to appear, these are followed by secondary sources. It is difficult to find information from primary
sources directly. Therefore, one should consult the secondary sources in the first instance, which will lead one to
specific primary sources.

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Types of Secondary Sources of Information:
“Bonn” has divided the secondary sources into three types which are as below

1. Index Type:
(a) Index
(b) Bibliography
(c) Indexing periodicals
(d) Abstracting Periodicals
2. Survey Type:
(a) Review
(b) Treatise
(c)Monograph
3. Reference Type:
(a) Encyclopedia
(b) Dictionary
(c)Hand book, Manual
(d) Critical Tables
Important ones are Discussed below: -

1. Periodicals: - All periodicals do not report original work. There are a number of periodicals which specialize in
interpreting and providing opinions on developments reported in primary sources of information. Such periodicals
may be considered secondary sources.
e.g. New Society (1962). London: New Science Application. Weekly.

2. Indexes: - An Index to a work contains an alphabetical list of names, topics, places, formulae, titles of any significant
item referring to material presented in the main part of the work. Sometimes, these items may be arranged
chronologically, geographically or in some other way. A well compiled index adds to usefulness of a work.
e.g. Index of Economic Journals(1961-62).Homewood III. Irwin : American Economic Association. 5 Vols.

3. Bibliographies: - A bibliography is an organized list of primary or other sources relating to a given subject or person.
It is usually arranged alphabetically by author or chronologically or topic wise. It may be comprehensive or
selective. Sometimes it may be provided with annotations. It may be published as a part of a larger work or as a
separate work. The basic aim of a bibliography is to assist the users in locating the existence of or identifying a
book or any other material which may be interest to him. A well-prepared bibliography provides a definite coverage
of documents over a period of time within specified limits. Thus, it also serves the purpose of retrospective
searching of literature.
e.g. Griffith, Dudley David (1955), Bibliography of Chaucer, 1908-53. Seattle: University of Washington Press.

4. Indexing Periodicals: - An Indexing Periodical is a regularly issued compilation of titles of articles that appear in
current primary source journals. Generally, titles of new books pamphlets etc. are also included. An index to a
publication contains an alphabetical list of names, topics, places, formulate, titles of any significant items referring
to material presented in the main part of the work. These items are arranged chronologically, geographically or in
some other way. An indexing periodical is a regularly issued compilation of titles of articles that appear in current
primary source journals, generally titles of new books, pamphlets are also included.
e.g., Reader’s guide to periodical literature (1905). New York: Wilson. vol-1. Semi -monthly.

5. Abstracting Periodicals: - Abstracts appear in different formats. The best-known format for abstracting services
is periodical. An abstracting periodical ” is a regularly issued compilation of concise summaries of (i) significant
articles (often in a very limited subject field) that appear in current primary sources journals and (ii) important new
research monographs, reports, patents and other primary source publication in that field.”(Bonne, George S.1971)
An Abstracting Periodical serves as an index, a tool for retrieval of information on a specific subject. However
indexing periodicals are earlier to appear than abstracting periodicals.

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6. Reviews (Survey Type):- A review is a survey of the primary literature. It aims to digest and correlate the
literature over a given period. It also indicates the development and trends in the field concerned. It may appear as
a collection of papers on regular basis (annual or quarterly or monthly) or in the form of an article in a periodical. A
review provides background information to a new problem in a suitable form and serves as a key to literature. List
of references given in a review can serve as an excellent bibliography of the concerned subject for a period
covered by it, e.g., Annual review of biochemistry (1932) Palo Alto: Annual Reviews. Annual.

7. Reference Books (also considered tertiary):- Reference works, which contain the desired information itself, are
considered secondary sources of information. These include encyclopaedias, dictionaries, handbooks, tables,
formularies, etc. these forms an essential part of secondary sources of information. The sources of ready reference
books are as follows: -
(a) Dictionaries: A dictionary is a book, which deals with words of a language or of some special subjects, authors, etc.
Thus, a dictionary is a wordbook. Although a dictionary is supposed to deal with words but often it may go beyond
this.
e.g. Webster’s third new International dictionary of English language unabridged with seven language dictionaries
(1966). Spring field: mass, Marriam.

(b) Encyclopaedias (also considered tertiary): An encyclopaedia is a book giving information on all branches of
knowledge or a specific subject. It is an ideal book, which deals with concepts. An encyclopaedia is a storehouse of
knowledge giving all information of significance. However, it is best used for finding answers to background
questions related to general information and self-education. One often turns to encyclopaedias for one’s everyday
information requirements. This is also true of scientists and technologists.
e.g. Encyclopaedia Americana (1976). New York: Grolier. 30 vols.

(c) Handbook: A handbook is a compilation of miscellaneous information in a compact and handy form. It contains
data, procedures, and principles, including tables, graphs, diagrams and illustrations. Scientists and technologists use
handbooks in their fields rather frequently.
e.g. Britain, (1948/49) an official handbook. London: stationary office, annual.

(d) Tables: Many of the handbooks contain data in the form of tables. Some of the handbooks devote substantial
portion of the work to tables as compared with text. Tables are convent form to present data. There are extremely
useful in Science.
e.g. Tables of contents and numerical data (1947). Oxford: Pergamon Press.Vol.1

(e) Manuals: In common practice, a manual is an instruction book, which instructs how to do something by means
of specific and clear directions.
e.g. Greenly, R.S.(1974). Professional Investor’s Manual. London: Greenly.

(f) Magazine and newspaper articles (this distinction varies by discipline): A news article is an article Published in
a print of Internet news medium such as a newspaper, newsletter news magazine, news oriented website, or article
directory that discusses current or recent news of either general interest (i.e. daily newspapers) or on a specific topic
(i.e. political or trade news magazines, club newsletters, or technology news websites).

(8) Text Books (other than fiction and autobiography): A textbook is a book of instruction. Its Primary aim is not
to impart information about a specific subject but to enable one to develop proper understanding of the subject.
Presentation is extremely important and it is prepared to serve a particular level of readership. It cannot be
comprehensive. Often presentation is colourful and attractive, giving plenty of illustrations and diagrams. A good
textbook takes into consideration the method of teaching and level of readership. It is revised keeping in view new
developments and changing methodology of teaching. There is a difference of opinion about the place of text books
as tertiary sources.
e.g. Text Book of Crop Production, by P.C. Rahaja, etc Bombay.

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(9) Translations: Translations are an important part of secondary sources. Their characteristics are the same as those
of primary or secondary or tertiary sources from which these are translated. Many of the authors of research papers
prefer to cite original sources rather than translations.
(10) Treatises: A Treatise is a comprehensive compilation or summary of information on a subject. A treatise on a
subject provides enough information to a person to acquire basic knowledge, so essential for carrying out
advanced research. It also provides facts, along with discussion. The fact may include physical constants methods of
preparation and purification of compounds etc. Usually, it is limited to a broad field. Due to the very nature, these
become out of date within a short period of time.
e.g. Treatise on the calculus of finite differences (1960). 4th ed. New York: Chelsa.

(11) Monographs: A Monograph is a short treatise on a specific subject. A monograph and treaties serve the
same purposes with the difference that a monograph is an attempt on a limited scale. Very often a monograph may
be brought out as a part of a series.
e.g., Baldwin, E. (1971). Study in the History of Ideas (Monographer in arts and archaeology series, 25). Princeton, N.J:
Princeton university press.

(12) Biographical words: A biography is a description or account of someone’s life and the times, which is usually
published in the form of a book or an essay, or in some other form, such as a film. An autobiography (auto meaning
“self’, giving “self-biography”) is a biography of a person’s life written or told by that same person. A biography is
more than a list of impersonal facts (education, work, relationship, and death), it also portrays the subject’s
experience of those events. Unlike a profile or curriculum vitae (resume), a biography presents the subject’s story,
highlighting various aspects of his or her life, including intimate details of experiences, and may include an analysis
of the subject’s personality.
(13) Literary criticism: It is the study, evaluation, and interpretation of literature. Modern Literary criticism is often
informed by literary theory, which is the philosophical discussion of its methods and goals. Though the two activities
are closely related, literary critics are not always, and have not always been, theorists.

1.3. Tertiary Sources of Information: - This is the most problematic category of all. However, people rarely
expected to differentiate between secondary and tertiary sources. Materials in which the information from
secondary sources has been digested- reformatted and condensed, to put it into a convenient, easy to read form.
Sources which are once removed in time from secondary sources and works which index, organize and compile
citations to, and show you how to use secondary sources.
Tertiary sources of information contain information distilled and collected from primary and secondary sources. The
primary function of tertiary sources of information is to aid the searcher of information in the use of primary and
secondary sources of information. Most of these sources do not contain subject knowledge. Due to the increase in
literature, tertiary sources are becoming increasingly important. Out of the various kinds of sources, tertiary sources
are the last to appear.

Types:
1. Bibliography of Bibliographies
2. Directories and yearbooks
3. Guide to literature
4. List of research in progress

2: Non-documentary sources: Non documentary sources of information form a substantial part of communication
especially in science and technology. User’s studies have underlined the importance of such sources. These
sources provide information which other sources do not.

Types: - There are two kinds of sources: -

(1) Formal Sources: -

-Research Organization
-Societies
-Industries

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-Govt. Dept.
-Universities
-Consultants

(2) Informal Sources: -

– Conversation with colleges
– Visitors
– Attendance at Professional Meetings.

Conclusions: - The above categorization is based on the characteristics of the documents. Primary sources are
more current and accurate than secondary and tertiary. In searching for Information, a researcher usually starts
with secondary and tertiary sources and ends the search with primary sources. Secondary and tertiary sources
contain information in organized form and these serve as guides or indicators to detailed contents of primary
literature. With increasing amount of literature being produced, it is becoming almost impossible to use primary
sources directly for searching of information. A scholar would also not be able to keep himself up to date and well
informed in his field of specialization without the aid of secondary and tertiary sources. This goes to show the
importance of their sources of information.

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 SELF CHECK 2.2.4
SOURCE OF INFORMATION

ESSAY TEST
Directions: Explain each question, before you begin writing, read the Passage carefully. Your
essay should be as well organized and as carefully written as you can make it

2. What is the type of information sources?

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 ANSWER KEY 2.2.4
SOURCE OF INFORMATION

3. Documentary sources
4. Non-documentary sources

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 LEARNING OUTCOME SUMMARY

LEARNING OUTCOME 3 Work as a team member

CONTENTS:
• Communication Process
• Workplace communication protocol
• Team planning and decision making
• Team thinking
• Team roles
• Process of team development
• Workplace context
Assessment Criteria
• Effective and appropriate forms of communications are used and interactions undertaken with team
members based on company practices.
• Effective and appropriate contributions made to complement team activities and objectives, based
on workplace context
• Protocols in reporting are observed based on standard company practices.
• Contribute to the development of team work plans based on an understanding of team’s role and
objectives
CONDITION:
• Access to relevant workplace or appropriately simulated environment where assessment
can take place
• Materials relevant to the proposed activity or tasks

METHODOLOGY:
• Group discussion
• Lecture
• Demonstration

ASSESSMENT METHOD:
• Role play involving the participation of individual member to the attainment of
organizational goal
• Case studies and scenarios as a basis for discussion of issues and strategies in
teamwork
• Socio-drama and socio-metric methods
• Sensitivity techniques
• Written Test

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 LEARNING EXPERIENCES

LEARNING OUTCOME NO.3: Work as a team member

Learning Activity/Guide Special Instruction

• Read Information Sheet 2.3.1 on Communication • Perform all activities required.

Process • You must get a rating of 80 to 100%. If
you get below 80% rating, go over the
• Answer Self-Check 2.3.1 on Communication Process same activities.
• Compare Answers to AnswerKey • If you get the required rating,
• Perform Task Sheet. No. 2.3.1 on Communication proceed to the next activities.
Process

• Read Information Sheet 2.3.2 on Workplace • Perform all activities required.

Communication protocol • You must get a rating of 80 to 100%. If
you get below 80% rating, go over the
• Answer Self-Check 2.3.2 on Workplace
same activities.
Communication protocol
• If you get the required rating,
• Compare Answers to AnswerKey proceed to the next activities.
• Perform Task Sheet. No. 2.3.2 on Workplace
Communication protocol

• Read Information Sheet 2.3.3 on Team planning and • Perform all activities required.
decision making • You must get a rating of 80 to 100%. If
you get below 80% rating, go over the
• Answer Self-Check 2.3.3 on Team planning and
same activities.
decision on making Compare Answers to
• If you get the required rating,
AnswerKey
proceed to the next activities.
• Perform Task Sheet. No. 2.3.3 on Team
planning and decision making

• Read Information Sheet 2.3.4 on Team thinking • Perform all activities required.
• You must get a rating of 80 to 100%. If
• Answer Self-Check 2.3.4 Team thinking you get below 80% rating, go over the
• Compare Answers to AnswerKey same activities.
• Perform Task Sheet. No. 2.3.4 on Team • If you get the required rating,
thinking proceed to the next activities.

• Read Information Sheet 2.3.5 on Team roles • Perform all activities required.
• You must get a rating of 80 to 100%. If
• Answer Self-Check 2.3.5 Team roles you get below 80% rating, go over the
• Compare Answers to AnswerKey same activities.
• Perform Task Sheet. No. 2.3.5 on Team roles • If you get the required rating,
proceed to the next activities.

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• Read Information Sheet 2.3.6 on Process of team • Perform all activities required.
development • You must get a rating of 80 to 100%. If
you get below 80% rating, go over the
• Answer Self-Check 2.3.6 Process of team same activities.
development • If you get the required rating,
• Compare Answers to AnswerKey proceed to the next activities.
• Perform Task Sheet. No. 2.3.6 on Process of
team development

• Read Information Sheet 2.3.7 on Workplace context • Perform all activities required.
• You must get a rating of 80 to 100%. If
• Answer Self-Check 2.3.7 Process of Workplace you get below 80% rating, go over the
context same activities.
• Compare Answers to AnswerKey • If you get the required rating,
• Perform Task Sheet. No. 2.3.7 on Workplace proceed to the next activities.
context

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 Information Sheet No. 2.3.1 COMMUNICATION PROCESS

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Explain the importance of communication skills in the workplace
• Identify the tools and methods used in workplace communication
• Utilize questioning techniques for effective workplace communication

What is the communication process?

The communication process refers to a series of actions or steps taken in order to successfully communicate. It
involves several components such as the sender of the communication, the actual message being sent, the
encoding of the message, the receiver and the decoding of the message. There are also various channels of
communication to consider within the communication process. This refers to the way a message is sent. This can
be through various mediums such as voice, audio, video, writing email, fax or body language. The overall goal of
the communication process is to present an individual or party with information and have them understand it. The
sender must choose the most appropriate medium in order for the communication process to have worked
successfully.

Parts of the communication process

The communication process has several components that enable the transmission of a message. Here are the various
parts:

1. Sender: This is the person that is delivering a message to a recipient.

2. Message: This refers to the information that the sender is relaying to the receiver.
3. Channel of communication: This is the transmission or method of delivering the message.
4. Decoding: This is the interpretation of the message. Decoding is performed by the receiver.
5. Receiver: The receiver is the person who is getting or receiving the message.
6. Feedback: In some instances, the receiver might have feedback or a response for the sender. This starts
an interaction.

How does the communication process work?

In order to successfully communicate, it's important to understand how the process works. Here are the seven
steps in the communication process:

1. The sender develops an idea to be sent

2. The sender encodes the message
3. The sender selects the channel of communication that will be used
4. The message travels over the channel of communication
5. The message is received by the receiver
6. The receiver decodes the message
7. The receiver provides feedback, if applicable

1. The sender develops an idea to be sent the beginning of the communication process involves the sender creating
an idea that they plan to send to another person or group of people. Essentially, they're planning the overall
subject matter or information they want to transmit.

2. The sender encodes the message once the sender develops an idea, they translate it into a form that can be
transmitted to someone else. This means they transform the thoughts of the information they want to send into a
certain format. For example, if you are writing a letter, you'll translate your idea into words. The message can
also be nonverbal, oral or symbolic.
3. The sender selects the channel of communication that will be used next; the sender decides how the message
will be sent. This involves selecting the most suitable medium for the message they're relaying. Some
communication mediums include speaking, writing, electronic transmission or nonverbal communication. If
you're communicating at work, make sure to select the proper and most professional channel of communication.

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4. The message travels over the channel of communication after the medium is chosen, the message then begins
the process of transmission. The exact process of this will depend on the selected medium. In order for the
message to be properly sent, the sender should have selected the appropriate medium.
5. The message is received by the receiver Next; the message is received by the recipient. This step in the
communication process is done by hearing the message, seeing it, feeling it or another form of reception.
6. The receiver decodes the message the receiver then decodes the sender's message. In other words, they interpret
it and convert it into a thought. After they've done this, they analyse the message and attempt to understand it.
The communication process is performed effectively when the sender and receiver have the same meaning for
the transmitted message.
7. The receiver provides feedback, if applicable lastly, unless it's a one-way communication, the receiver will provide
feedback in the form of a reply to the original sender of the message. Feedback provides the recipient with the
ability to ensure the sender that their message was properly received and interpreted. Between two people, this
is two-way communication.

Tips for improving the communication process

Here are some tips to consider improving your communication skills and the communication process overall:
• Simplify your message: In order to ensure your message is properly understood, you should keep your language
simple and to the point.
• Know your audience: It's also important to consider the audience that will receive your message as well as
their needs and interests.
• Be a good listener: As a communicator, it's important to actively listen to what those around you are saying.
This will ensure that you're sending the right message.
• Ask questions: It's also important to ask good questions to keep the communication flowing. Make sure your
questions are insightful and engaging.
• Take the time to respond: When communicating, it's important to consider how you might reply to a person
to ensure you know what you want to say.
• Consider your body language: If you're communicating through a different medium, it's important to be
mindful of your body language. In addition, be aware of the body language of the person you're
communicating with, as well.
• Maintain eye contact: It's also important to make contact with the person or group you're communicating
with. This will show that you're actively listening to who you're communicating with.
• Clarify your message if needed: If the recipient of your message is unclear about what you're trying to say,
it's important to clarify your message. This will help them to better understand you.

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 SELF CHECK 2.3.1
COMMUNICATION PROCESS

Pre-Test

1. -10 How does the communication process work?

11-20 Give at least 5 tips in improving a communication skill

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 ANSWER KEY 2.3.1
(Communication Process)

1. In order to successfully communicate, it's important to understand how the process works. Here are the seven
steps in the communication process:
• The sender develops an idea to be sent
• The sender encodes the message
• The sender selects the channel of communication that will be used
• The message travels over the channel of communication
• The message is received by the receiver
• The receiver decodes the message
• The receiver provides feedback, if applicable
2. Simplify your message: In order to ensure your message is properly understood, you should keep your
language simple and to the point.
• Know your audience: It's also important to consider the audience that will receive your message as well as
their needs and interests.
• Be a good listener: As a communicator, it's important to actively listen to what those around you are
saying. This will ensure that you're sending the right message.
• Ask questions: It's also important to ask good questions to keep the communication flowing. Make sure
your questions are insightful and engaging.
• Take the time to respond: When communicating, it's important to consider how you might reply to a person
to ensure you know what you want to say.
• Consider your body language: If you're communicating through a different medium, it's important to be
mindful of your body language. In addition, be aware of the body language of the person you're
communicating with, as well.
• Maintain eye contact: It's also important to make contact with the person or group you're communicating
with. This will show that you're actively listening to who you're communicating with.
• Clarify your message if needed: If the recipient of your message is unclear about what you're trying to say,
it's important to clarify your message. This will help them to better understand you.

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 INFORMATION SHEET NO. 2.3.2 WORKPLACE COMMUNICATION PROTOCOL

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Communicate effectively

Workplace communication protocol

Workplace communication is the procedure of switching information and thoughts, both orally and written, between
one individual or team and one more individual or group in a business. It comprises videoconferencing, notes, e-
mails, text messages, calls and so on.

Different forms of communication

There are four chief forms of workplace communication: spoken, body, telephone and written.

For spoken communication, maintaining a flat tone, regardless of how the discussion is going, will calm workers
and not pass them through troubles in a discussion since the level of a person’s tone is uneven.

Body lingo can be the disparity between a dynamic discussion and an unprofitable one. Ensure that the body
language does not make the additional individual feel suspicious or painful. Excellent body language stimulates a
dynamic chat.

Throughout telephone discussions, the pitch will be the crucial feature in a superior versus awful phone discussion.
Since the person is not head to head with the individual, the pitch will be a massive pointer of how the individual is
feeling. Ensure that pitch is proficient, welcoming and for all time, symbolises the corporation well.

Printed communication can be the trickiest since fewer pointers of how the written part must be professed. Though,
little things similar to punctuation can affect how a thing seems. Avoid utilising exclamation marks since they can
be seen as shouting or being violent rather than enthusiastic.

Best way to communicate with employees

Efficient worker communication assists to guarantee arrangements between administration and workers.

Weekly or bi-weekly meetings

Yet if the conferences are just fifteen minutes, a study has revealed that when workers have usual, superior contact
with their executives, there is a major constructive impact on commitment. Efficient directors employ one-to-one
time to become acquainted with workers more intensely and appreciate them as an entire person.

Regular team huddles

Getting the team together for minutes every day to discuss essential things happening in the business or
assignment section assists keep everybody on the identical page.

Monthly town hall conferences

A standard, intended town hall conference with workers illustrates running’s dedication to efficient worker
communication. These prearranged meetings allow workers to completely appreciate and connect with the course,
reason and precedence of the business. The finest town hall meetings offer room and prospect for questions to be

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requested and information to be shared, guaranteeing a course of cooperative communication throughout the
business.

One of the necessary worker communication strategies is a worker commitment survey. This helps in getting
criticism by subdivision, executive, site and so on.

Communication protocols in the workplace

The majority, if not all, of directors, opine that they must converse candidly and regularly with their workers —
however frequently they do not. That is where the importance of a communication protocol comes in. A
communication protocol is an official procedure that summarises the kinds of information to be conversed to a
business, in addition to recognising the individual(s) accountable for communicating exact themes. The procedure
moreover delineates the spectators, incidence, and recommended communication medium.

A communication protocol, which must be exhibited in all regular regions like lobbies and meeting rooms and
circulated to all novel appointees, guarantees that communications adapt to the business's main strategic precedence,
whether connected to commitment or a few other plans. As prominently, the protocol symbolises a series of
business obligations to workers.

Establish a Communication Protocol

Companies need to minimize communication gaps, build alignment with all levels of leadership, and ensure that
employees receive consistent messages.
The Communication Protocol outlines the types of information to be communicated to the organization, as well as
identifying the person(s) responsible for communicating particular topics.
In addition, the audience, frequency, and suggested communication vehicles are also outlined.
Prominently displayed in all common areas such as lobby’s and conferences, and distributed to all new hires, the
Protocol ensures that communications will align with the company’s key strategic priorities.
As importantly, the Protocol represents a set of company commitments to employees:
• Leaders will be held accountable for fulfilling their communication responsibilities and assessed on
the effectiveness and timeliness of their communication.
• Employees will receive regular updates about the progress, initiatives, and changes that affect them.
• And (most importantly for this step of the engagement process), each communication milestone
provides opportunities for employees to ask questions, contribute ideas, and give or receive
feedback.
In turn, the expectations for employees are clear. All employees are responsible to share information and give
feedback to help the company reach its goals, thereby reinforcing the desire for employees to communicate “up”
and bolstering the mutual commitment shared by employer and employee.

A Communication Protocol will reinforce that one’s culture needs to be one of mutual commitment and high
performance. All new hires should receive a copy of the Protocol, demonstrating the company’s promise to
communicate on day one.

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 SELF CHECK 2.3.2
WORKPLACE COMMUNICATION PROTOCOL

Group Activity:

1. What are your specific strategic elements?

2. What opportunities will staff have to communicate up?
3. How will this tool build in alignment?
4. How to leverage social media
5. How to ensure compliance from managers

Work with a partner to come up with a strategy for the following….

Define a simple change(s) you can make in your communication habits (or your company’s communication
protocol) to correct perceived shortcomings. In the appropriate box above, describe what change(s) you intend to
make.

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 ANSWER KEY 2.3.2
WORKPLACE COMMUNICATION PROTOCOL
(Group Activity)

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 INFORMATION SHEET NO. 2.3.3 TEAM PLANNING AND DECISION MAKING

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• determine the Importance of a group planning and decision making

Relation between Planning and Decision-Making

Planning and decision-making are the most important managerial functions, and there are many relations between
them. Planning is thinking of doing. Decision-making is a part of planning. Planning is the process of selecting a future
course of action, where Decision-making means selecting a course of action.

Planning and decision-making, organizing, leading and controlling are all interrelated. Planning and decision making is
the most important step of all managerial functions.
There are many relationships between decision-making and planning.

Definition of Planning
Planning managerial functions where managers are required to establish goals and state the ways and means by
which these goals are to be attained. Therefore, planning is taken as the foundation for future activities. Or in
simple terms; planning is deciding in advance what is to be done. Planning is thinking of doing.

Management every time has to look for planning long-range and short-range future direction by estimating and
evaluating the future behaviour of the relevant environment and by determining the enterprise’s own desired role.

Plans have two basic components: goals and action statements. Goals represent an end state the targets and
results that managers hope to achieve.
Action statements represent how an organization goes ahead to attain its goals. Planning is a deliberate and conscious
work using which managers determine a future course of action for attaining a specific goal. To a manager means
planning is thinking about what is to be done, who is going to do it, and how and when he will do it.

Planning also required thinking about past events and future opportunities and impending threats. The planning
process finds organizational strengths and weaknesses.

Definition of Decision making

Decision-making is the process of identifying a set of feasible alternatives and choosing a course of action from
them. Decision-making is a part of planning. Decision-making is an intermediate-sized set of activities that begins
with an identifying problem and ends with choice making or decision giving.

Management is constantly influencing the organization’s activities and the decision-making process is central to
doing it.
In the decision-making process, a manager identifies a specific situation and finds the threats and opportunities that
it offers. Then the manager must find the available alternatives to tackle the situation. This is where planning comes
in.

By planning; manager finds these alternatives by testing and measuring their effectiveness. They identify the pros
and cons of each alternative. After that, the managers must use their decision-making skills for selecting one path
of action. Decision making is the core of planning. Unless a decision has been made, a plan cannot be
implemented in the field.

So we can say that planning and decision-making, both are interrelated.

Decisions can be made without planning but planning cannot be done without making decisions. Planning can be
defined as the process of selecting a future course of action.
Decision-making defined as the process of selecting a course of action from the alternatives. They need to be
accurate for the welfare of the organization.

Decision making is the process of making choices by identifying a decision, gathering information, and assessing

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alternative resolutions.

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Using a step-by-step decision-making process can help you make more deliberate, thoughtful decisions by
organizing relevant information and defining alternatives. This approach increases the chances that you will choose
the most satisfying alternative possible.

Step 1: Identify the decision

You realize that you need to make a decision. Try to clearly define the nature of the decision you must make. This
first step is very important.
Step 2: Gather relevant information
Collect some pertinent information before you make your decision: what information is needed, the best sources of
information, and how to get it. This step involves both internal and external “work.” Some information is internal:
you’ll seek it through a process of self-assessment. Other information is external: you’ll find it online, in books, from
other people, and from other sources.
Step 3: Identify the alternatives
As you collect information, you will probably identify several possible paths of action, or alternatives. You can also
use your imagination and additional information to construct new alternatives. In this step, you will list all possible
and desirable alternatives.
Step 4: Weigh the evidence
Draw on your information and emotions to imagine what it would be like if you carried out each of the alternatives to
the end. Evaluate whether the need identified in Step 1 would be met or resolved through the use of each
alternative. As you go through this difficult internal process, you’ll begin to favour certain alternatives: those that
seem to have a higher potential for reaching your goal. Finally, place the alternatives in a priority order, based upon
your own value system.
Step 5: Choose among alternatives
Once you have weighed all the evidence, you are ready to select the alternative that seems to be best one for you.
You may even choose a combination of alternatives. Your choice in Step 5 may very likely be the same or similar to
the alternative you placed at the top of your list at the end of Step 4.
Step 6: Take action
You’re now ready to take some positive action by beginning to implement the alternative you chose in Step 5.
Step 7: Review your decision & its consequences
In this final step, consider the results of your decision and evaluate whether or not it has resolved the need you
identified in Step 1. If the decision has not met the identified need, you may want to repeat certain steps of the
process to make a new decision. For example, you might want to gather more detailed or somewhat different
information or explore additional alternatives.

Managing Group Decision Making

Advantages and Disadvantages of Group Decision Making
Group decision making can lead to improved outcomes, but only if a variety of conditions pertaining to group
chemistry are satisfied.

LEARNING OBJECTIVES
Assess the advantages and disadvantages that should be considered in leveraging collaborative decision-making
KEY TAKEAWAYS
Key Points
• Group decisions involve two or more people, are participatory, and result in choices that are the
responsibility of the group rather than any individual.
• Group decision making is subject to social influences that can provide advantages as well as disadvantages in
decision outcomes.
• There are a number of potential advantages in group decision making—chief among them are shared
information and more favourable outcomes achieved through synergy. Both of these advantages rely on
the power of many minds undertaking a single decision.
• Disadvantages of group decision making include diffusion of responsibility and inefficiency.
Key Terms
• groupthink: The psychological phenomenon wherein a desire for conformity within a group results in them
making an irrational decision; by actively suppressing dissenting viewpoints in the interest of minimizing
conflict, group members reach a consensus without critically evaluating alternative viewpoints.

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 • Homogeneity: In the context of group decision making, homogeneity refers to a set of consistent and
uniform ideas, prejudices, and beliefs held by all members within a group.

Group decision making (also known as collaborative decision making) is when individuals collectively make a
choice from the alternatives before them. Such decisions are not attributable to any single individual, but to the
group as a whole. By definition, group decisions are participatory, and often a member’s contribution is directly
proportional to the degree to which a particular decision would affect him or her. Group decisions are subject to
factors such as social influence, including peer pressure, and group dynamics. These social elements can affect
the process by which decisions are reached and the decision outcomes themselves. A group can make decisions by
consensus, in which all members come to agreement, or it may take a majority-rules approach and select the
alternative favoured by most members.

Advantages of Group Decision Making

Group decision making provides two advantages over decisions made by individuals: synergy and sharing of
information. Synergy is the idea that the whole is greater than the sum of its parts. When a group makes a decision
collectively, its judgment can be keener than that of any of its members. Through discussion, questioning, and
collaboration, group members can identify more complete and robust solutions and recommendations.

The sharing of information among group members is another advantage of the group decision-making process.
Group decisions take into account a broader scope of information since each group member may contribute unique
information and expertise. Sharing information can increase understanding, clarify issues, and facilitate movement
toward a collective decision.

Disadvantages of Group Decision Making

Diffusion of Responsibility
One possible disadvantage of group decision making is that it can create a diffusion of responsibility that results in
a lack of accountability for outcomes. In a sense, if everyone is responsible for a decision, then no one is.
Moreover, group decisions can make it easier for members to deny personal responsibility and blame others for
bad decisions.
Lower Efficiency
Group decisions can also be less efficient than those made by an individual. Group decisions can take additional
time because there is the requirement of participation, discussion, and coordination among group members.
Without good facilitation and structure, meetings can get bogged down in trivial details that may matter a lot to one
person but not to the others.
Groupthink
One of the greatest inhibitors of effective group decision making is groupthink. Groupthink is a psychological
phenomenon that occurs within a group of people in which the desire for harmony or conformity results in an
irrational or dysfunctional decision-making outcome. By isolating themselves from outside influences and actively
suppressing dissenting viewpoints in the interest of minimizing conflict, group members reach a consensus
decision without critical evaluation of alternative viewpoints.

Loyalty to the group requires individuals to avoid raising controversial issues or alternative solutions, and there is a
loss of individual creativity, uniqueness, and independent thinking. The dysfunctional group dynamics of the in-
group produces an illusion of invulnerability (an inflated certainty that the right decision has been made). Thus the
in-group significantly overrates its own decision-making abilities and significantly underrates the abilities of its
opponents (the out-group). Furthermore, groupthink can produce dehumanizing actions against the out-group.

The Manager’s Role in Group Decisions

The manager’s role in group decision making is to create a supportive context for the group.
LEARNING OBJECTIVES
Describe the roles managers must play in supporting effective group decision-making
KEY TAKEAWAYS
Key Points
• The manager’s role is to establish the conditions for an effective group – decision outcome.
• Managers can help promote effective decision making by effectively choosing group members, framing the
decision, and organizing the decision process.

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 • Productive steps a manger can take to assist group decision making include the following: define a goal,
create positive working conditions, establish expectations, provide adequate resources, and give group
members ample space and latitude.
Key Terms
• Norms: Behaviours or standards regarded as typical.

Decisions are often delegated to groups when members have the experience and information needed to arrive at
the appropriate choice. Managers and leaders can take actions that support group decision making and lead to
good decision outcomes. Managers can help promote effective decision making by effectively choosing group
members, framing the decision, and organizing the decision process.

In order to maximize the potential of a group decision process, managers should take the following important
steps:
1. Establish the team goal: By articulating the dimensions of the decision, including its importance, a
manager can reduce ambiguity and help group members focus their analysis, discussions, and
deliberations. A clear statement of the question to be resolved can help unify the group and create
cohesion that engages members and improves collaboration.
2. Facilitate a working environment: After the decision goal is established, the working environment must
allow for meaningful, honest, and open communication among group members. The manager can help
establish norms about how members will interact with each other to foster constructive discourse.
3. Set clear expectations and responsibilities: By setting expectations, managers help team members
understand their decision tasks and parameters (for example, deadlines). Managers might assign roles to
help structure the decision process, establish a sense of accountability for parts of the group’s work, and
clarify responsibilities.
4. Provide resources: Managers must be mindful that the group has adequate resources to evaluate alternatives
and make its decision. Necessary adjustments may include providing additional staff, giving more time, or
freeing members from other work assignments so they can fully participate in the decision-making
process.
5. Get out of the way: After the manager has established the context for the group to make its decision, the
best thing to do is step back and let the team perform. The most useful role at this point is that of coach,
such as if the group needs help managing interpersonal relationships or if additional clarity is needed
about an alternative.

Employee Involvement in Decision Making

Involving employees in key decisions gives managers access to unique skills and tells the employees that their
contributions are valued.

LEARNING OBJECTIVES
Distinguish the importance and inherent value of ensuring employee involvement as much as possible in the decision-
making process
KEY TAKEAWAYS
Key Points
• From a managerial standpoint, employee involvement is an effective way to leverage human resources and give
employees a voice in something meaningful.
• Employee participation in decisions can lead to increased job satisfaction, organizational commitment,
individual motivation, and job performance.
• To effectively contribute to group decisions, individuals must have relevant skills and experiences.
Key Terms
• Motivation: An incentive or reason for doing something.

Group decisions can lead to better decision outcomes by bringing to bear a broader range of perspectives. By
delegating a decision to a group, an organization can make effective use of the skills and knowledge of its
employees.

Employee involvement: Managers use employee involvement in key decision making not only to leverage
employees’ unique skills, but also to motivate them, signalling that their impact on the company is meaningful.

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Another of the benefits of group decision making in an organization is its effect on employee motivation. Providing
opportunities to participate in decisions is a way to give employees a voice in something meaningful. Doing so can
have positive effects on job satisfaction, organizational commitment, individual motivation, and job performance.

Most commonly employees are involved in decisions that directly affect how their work is done. For instance, many
quality-control practices include opportunities for workers to discuss and select ways to improve how they produce
goods or deliver services. Self-managed teams have even broader responsibilities for decisions, such as how their
work is organized, scheduled, and assigned.

To effectively participate in group decisions, employees must have the necessary skills and experience. Without
relevant knowledge, participants in group decision making may not grasp the issues, know how to analyse
alternatives, or be able to determine which option to choose. For instance, it would not be reasonable to expect the
same level of contribution from a new recruit fresh out of college as from a more experienced employee familiar
with the organization and its business priorities

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 SELF – CHECK 2.3.3
TEAM PLANNING AND DECISION MAKING

Determine the Following:

1.– 20 what is the importance of group planning and decision making

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 ANSWER KEY 2.3.3
TEAM PLANNING AND DECISION MAKING

1. Therefore, planning is taken as the foundation for future activities.

Or in simple terms; planning is deciding in advance what is to be done. Planning is thinking of doing.
Group decision making provides two advantages over decisions made by individuals: synergy and sharing of
information. Synergy is the idea that the whole is greater than the sum of its parts. When a group makes a decision
collectively, its judgment can be keener than that of any of its members. Through discussion, questioning, and
collaboration, group members can identify more complete and robust solutions and recommendations.
The sharing of information among group members is another advantage of the group decision-making process.
Group decisions take into account a broader scope of information since each group member may contribute unique
information and expertise. Sharing information can increase understanding, clarify issues, and facilitate movement
toward a collective decision.

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 INFORMATION SHEET NO. 2.3.4 TEAM THINKING

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Become more invested in the team, teammates, and the organization as a whole
• Set a clear objective; share what the end goal is and stress how important every individual in the team is in
achieving.

One of the biggest challenges managers face is hiring new team members. It’s like placing a bet on red at the
roulette table in Vegas: Sometimes you get lucky, sometimes you don’t. Sometimes a new member picks up the job
functions quickly but never acclimates to the team concept, and thus never becomes a good team player. I think we
can all agree that in order to have a successful team, everyone must think like a team. Think of almost any sport: A
group of average players can beat a team of superstars, as long as they think and function like a well-oiled
machine and truly care about their teammates.

In Jim Collins’s book Good to Great, he argues that good-to-great leaders understand three simple truths:

• If you begin with “who” rather than “what,” you can more easily adapt to a changing world.
• If you have the right people, the problem of how to motivate and manage people largely goes away.
• If you have the wrong people, it doesn’t matter whether you discover the right direction. You still won’t have
a great company.

Southwest Airlines is one of the nation’s most successful companies, in part because its leaders understand that
while you can hire people who can be trained in a job’s skills, it’s much more difficult to teach the attitudes and
behaviours that fit a company’s culture. Certain basic job skills are essential, but the right personality, attitude, and
values are equally essential to an organization’s success.

Think about professional sports. Many professional sports teams have drafted top college players who went on to
be lousy in the professional ranks. In other cases, teams have gotten lucky. But was it luck? In the Disney movie
Miracle, Kurt Russell stars as Herb Brooks, head coach of the gold medal-winning 1980 US hockey team. When his
assistant coach asks him why he didn’t select some of the best college players at the time, Brooks tells him, “I’m
not looking for the best players, Craig. I’m looking for the right players.” Brooks recognized the importance of team
chemistry.

Every leader should think this way. Take the Washington Redskins, for example. Several years ago, the Redskins
signed free agent Albert Haynesworth, a well-respective defensive player and an outstanding athlete. However, he
never acclimated to the team, and in many eyes he failed to live up to his potential; in fact, he’s widely regarded as
one of the worst free-agent signings in NFL history. Conversely, think about the Redskins’ recent decision to draft
Heisman Trophy-winner Robert Griffin III (aka RGIII). The Redskins may have drafted him for his Heisman-winning
talent, but there’s more to RGIII than athletic ability and a trophy.

During a recent appearance on The Tonight Show with Jay Leno, RGIII showed a picture of and described the socks he
wore at the Heisman Trophy presentation. They were Superman socks, complete with the cape and the iconic
Superman logo. As he puts it, “I’m just the cape and everyone else on the team is the supermen.” Now that is super
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language from a super team player.

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Defining “Team”
So, what if you lead an existing team? The challenge then becomes getting your team members to think like RGIII,
a true team player, and not like a group of individuals that happen to work together. It begins with the right culture,
and that begins with a definition of “team.” We define a team as a group of individuals that support and respect
each other and:

Possesses harmonious or complimentary skills—when teammates work in harmony with each other, their various
skills will actually compliment and advance the process or project forward with purpose.

Are committed to a unified mission—before members can function effectively together they must have a
common frame of reference.

Pursues performance objectives on a mutually agreed upon course—it’s not enough to have a common frame of
reference; teammates must also agree on the plan, course, and direction to accomplish the task or tasks at hand.

Where members hold each other accountable—to feel like a team, it’s not enough to simply want to help others;
teammates must feel comfortable enough to provide feedback to their peers.
Once the definition is in place, ask yourself the all-important question: Do your team members buy into this
definition? If you are fortunate enough to have the majority buy in, then you are well on your way. If the challenge is
gaining buy-in, then you need to introduce the concept of true teamwork slowly and methodically. For example, you
might want to begin by sharing success stories at team meetings.

Steve Wynn, the Las Vegas property developer and hotelier, says that all of the teams in his hotels have a brief
daily meeting where they share and celebrate a recent success story. “Anything that increases someone’s self-
esteem is much more powerful than money,” he said during a recent appearance on CNN’s Piers Morgan Tonight.
When team members are committed to raising the self-esteem of their peers, everyone begins to believe in
themselves and the team. You cannot have a team until there is team belief.

Being a Team Player

Once members buy into the concept of a team, each member must begin to think like a team. To be successful,
four specific traits are critical:

Members must be willing to put the team before their personal agendas or accomplishments. This means that while
boasting about personal successes can stimulate some people to achieve further success, this behaviour may
have a reverse effect on others. When everyone sets aside their personal agendas, the team’s energy and morale get a
boost.

Members must be willing to volunteer for new assignments and tasks. This doesn’t mean that everyone should
volunteer for every new assignment, just that team members should volunteer for the assignments that make sense
for them and the team.

Members must be willing to change their personal views to reach a team consensus. Some employees believe
their ideas are always right and best for the team. But by taking the time to listen to others and change their views,
they actually help the team as a whole become stronger.
Members must be open to new ideas for the ultimate benefit of the team. One of the biggest challenges teams (and
organizations) face today is the idea that, “We’ve always done it this way.” People are naturally resistant to change,
and sometimes the biggest offenders are a team’s leaders.

As these traits become more entrenched, teams naturally become stronger, more collaborative, and more successful.

Thinking like a Team

Team thinking is truly a multipronged approach, and leaders need to recognize how employees think about what
they are doing. Look at the following seven levels of team thinking and try to determine where you and each of your
team members reside:

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Wait to be told what to do: Like a teenager who has chores and always waits for her parents to tell her to do
them, employees sometimes take no initiative and just wait for direction from the team leader before doing
anything.
Make a recommendation and then wait to be told what to do: Employee might recognize that there is an issue that
needs to be addressed, but they won’t take action until they’ve been given specific instruction from the team leader.

Advice and act: As employees gain self-confidence, they will tell others they are going to take action and then
actually take it.
Act and advice: Employees take action and let the team leader know what they’ve done. At this level, employees
are seeking validation, which increases self-esteem. If this validation isn’t received, employees tend to revert back
to earlier stages.
Act: Team members simply take action, with no concern for validation. They are comfortable with their teammates
and their leader, and, most importantly, in their ability to complete the task for the team.
Act and consult: While this may sound like level four; this level is not about increasing self-confidence. Rather, it’s
about pursuing a certain level of cross-collaboration between departments. When team members work at this level
they are communicating and producing more effectively, from an organizational standpoint.

Acting for the benefit of the team: While frontline employees may not function at this particular level, it is the level
where leaders need to be. One of the most difficult tasks for leaders is making decisions that are best for the team
and organization, even when those decisions may have a negative impact on specific individuals. These decisions
are vital to the team’s success, however difficult they may be.

The challenge for most organizations is that many employees reside at levels two and three, while team success
doesn’t begin to occur until team members reach levels four through six. Leaders can help advance their team’s
progress through effective delegation, motivation, and recognition.

As team members level up, they become more invested in their team, their teammates, and the organization as a
whole. This ultimately results in happier employees, greater productivity, and lower turnover.

In the movie Miracle, Herb Brooks focused on getting his players to think like a team with a unified mission. Since
many of the players came from different collegiate teams and, in fact, saw each other as rivals, this was especially
difficult. To accomplish his goal, Herb drilled his players mercilessly and made them almost hate him. Once they
were united against him, he channelled that energy into learning a new way of playing the game and learning how
to think like a team. The result? They beat the long-undefeated Soviet team in what went down in sports history as
the “Miracle on Ice.”

Thinking like a team is the foundation of success. Only when that foundation is solid can a team focus on achieving
its vision and mission.

What is critical thinking? Critical thinking is a process of objective evaluation of facts and the consideration of
possible solutions to problems.

Critical thinking is important because it helps individuals and teams more effectively diagnose problems and identify
possible solutions that aren’t entirely obvious at first. In addition, critical thinking can help resolve conflicts in the
workplace. When individuals consider a range of possible approaches to solving a problem rather than relying on
bias or snap judgments, they are more likely to arrive at a better solution.

I am always a fan of the team first mentality whether it is in sports or in business. If you think about it, the team
first mentality is about looking at your team and viewing it as a living breathing organism. An organism can live in a
healthy manner if each of its organs are functioning and contributing to its overall health. If that is not the case,
then the organism suffers. Your team like an organism is not healthy if there are people on your team that do
not have the shared goal of doing what it takes for the success of everyone.

Each person on your team collectively is far greater than each of the individual contributions alone. A team divided
is bound to fail or if success is somehow achieved, it took a far more painful path than necessary. Everyone on a
team has a unique skill set to offer and the key is to tie all of that in a synergistic way through a team first mentality.

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What does it mean by having a team first mentality?
• It’s about identifying and rallying behind the goals of the team that in turn brings positive benefits to
your organization.
• It’s about not only doing you part of a project, but also checking in with your team mates to see if they need
assistance with their work.
• It’s about bringing each one of you together closer to the overall goals of the team.
• It’s seeing the success of your teammates as also your success and more importantly for the team.
• It’s about connecting with each other and understanding what each of you can bring to the table.
• It’s not about you rushing to the finish line alone but embracing the journey together as a team.
• It’s about being patient with each other. The patience will lead to a better team solidarity for the long term.
• It’s about enhancing the relationship with each other to understand each other as a person. Each of you has
a unique life story. Take the time to get to know each other.
• It’s about sharing knowledge, tips, and tools to empower everyone on the team.
• It’s about being transparent with each other on when things are going good or bad.

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 SELF – CHECK
2.3.4 TEAM
THINKING

This quiz helps you figure out your critical-thinking skills. This quiz will help you to find out how much you need to
work on your critical thinking skills.

The quiz has 10 multiple-choice questions. Take as much time as you need to finish the practice test, and then
check the right answers at the end and the outcome of your score.

1. Choose the best conclusion for an argument that begins, “The other members of Philip’s swim team …”
a. Won their events, so Philip will win his event, too.
b. Have been swimming for at least six years, so Philip has been swimming for six years, too.
c. Prefer to swim in outdoor pools, so Philip prefers outdoor pools, too.
d. Wear swim trunks with the school logo on them, so Philip wears them, too.
2. Marcy’s literature teacher gives a quiz every Monday on the 50 pages of reading she assigns on Fridays. Her
quizzes are becoming harder as the semester progresses, and Marcy hasn’t been doing very well on them.
What can she do to troubleshoot the problem and hopefully get better grades on the quizzes?
a. Plan to get to class early on Monday to skim the pages
b. Look for a new outfit to wear on Monday so she’ll be relaxed
c. Set aside time on Sunday to read and review the new material
d. Spend an hour on Saturday looking over what she missed on past quizzes
3. Which is NOT a sound argument?
a. Sabrina wanted to be a better figure skater, so she took extra lessons and practiced every day. Her
skating improved so much that she entered a competition.
b. Yesterday, a black cat ran in front of me, and later, I lost my wallet. If I don’t see that black cat today, I
won’t have any bad luck.
c. We had a storm last night with hurricane-strength winds, and many trees were downed. There was a
citywide power outage.
d. On a clear day, I can see the top of Murphy Monument from my house. If it’s clear tomorrow, I’ll be able to
see the monument.
4. You are trying to decide what kind of car to buy. You make a chart to compare a two- seater sports car, a two-
door sedan, and a minivan in three categories. Which would NOT be a suitable category?
a. price
b. gas mileage
c. tire pressure
d. storage capacity
5. Which scenario best represents a situation that has been decided by emotion alone?
a. Sue hates the winter, so even though she can’t afford it, she takes a vacation to the Bahamas.
b. The school shuts down after a bomb threat.
c. Third-quarter earnings for Marie’s company were much higher than predicted.
d. Alexis needs a new mixer, so she watches the newspaper ads and buys one when it goes on sale.
6. You read a story in the newspaper about salary negotiations with public transportation workers. The workers are
threatening to go on strike tomorrow if their demands for higher wages and better benefits are not met.
What can you infer from this news story?
a. Health insurance premiums are very expensive.
b. The cost of gas will make ticket prices increase in the next few weeks.
c. People who ride the bus should look for possible alternative transportation.
d. Employers never like to meet salary demands.
7. What is wrong with this argument? “You think we need a new regulation to control air pollution? I think we
already have too many regulations. Politicians just love to pass new ones, and control us even more than they
already do. It is suffocating. We definitely do not need any new regulations!”
a. The person speaking doesn’t care about the environment.
b. The person speaking has changed the subject.
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c. The person speaking is running for political office.

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 d. The person speaking does not understand pollution.
8. Which is NOT a valid argument?
a. There are six cans of tomatoes in Carlo’s pantry and 14 in his basement. There are no other cans of
tomatoes in his house. Therefore, he has 20 cans of tomatoes in his house.
b. Everyone northbound on the Interstate yesterday was late to work. Faith was northbound on the
Interstate. Faith was late to work.
c. Huang lives in either Kansas City, Kansas, or Kansas City, Missouri. If he lives in Kansas, then he is an
American.
d. No one who eats in the cafeteria likes the pizza. My boss eats in the cafeteria. Therefore, my boss does
not like the pizza.
9. Which is a judgment, not a fact?
a. That production of Hamlet was first-rate; you’ll never see it done better.
b. That production of Hamlet was first-rate; it was cited as such in the Daily News.
c. That production of Hamlet was first-rate; it won an award this year.
d. That production of Hamlet was first-rate; 94% of audience members interviewed after the show agreed.

10. What is wrong with the following argument? Singapore — loves it, or leaves it!
a. There is nothing wrong with the argument.
b. It implies that if you leave the country on vacation, you do not love it.
c. It does not tell you how to love it.
d. It presents only two options, when in fact there are many more.

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 ANSWER KEY 2.3.4
TEAM THINKING

1. d
2. c
3. b
4. c)
5. a
6. c
7. b
8. c
9. a
10. d

If you scored 8 or above right answers on the multiple-choice questions, you seem very versed with critical thinking.
A score of 5 to 7 indicates some work is necessary. 4 or less means roll up your sleeves, there’s work to do.

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 INFORMATION SHEET NO. 2.3.5 TEAM ROLES

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Determine the Importance of a Team role

A team is a group of individuals (human or non-human) working together to achieve their goal.

Some teams have a limited life: for example, a design team developing a new product, or a continuous process
improvement team organized to solve a particular problem. Others are on-going, such as a department team that
meets regularly to review goals, activities, and performance.

An organization with many teams requires careful alignment. As teams and individuals link with other teams, the
principles of developing understanding and trust will apply, but the structure will get more complex (Figure 1).
Understanding the many interrelationships that exist between organizational units and processes, and the impact of
these relationships on quality, productivity, and cost, makes the value of teams apparent.

THE VALUE & BENEFITS OF TEAMS

Team processes offer the following benefits to the organization:

• Synergistic process design or problem solving
• Objective analysis of problems or opportunities
• Promotion of cross-functional understanding
• Improved quality and productivity
• Greater innovation
• Reduced operating costs
• Increased commitment to organizational mission
• More flexible response to change
• Increased ownership and stewardship
• Reduced turnover and absenteeism

Individuals can gain the following benefits from teams:

• Enhanced problem-solving skills
• Increased knowledge of interpersonal dynamics
• Broader knowledge of business processes
• New skills for future leadership roles
• Increased quality of work life
• Feelings of satisfaction and commitment
• A sense of being part of something greater than what one could accomplish alone

REASONS WHY TEAMS FAIL

Difficulty with teams is often blamed on a cultural emphasis in the United States on individual accomplishments
versus shared responsibility and success. But problems are also caused by inadequate organizational support
structures, reward systems, for example, often reinforce individual performance.

Numerous reasons have been noted for why teams often fail to reach their full potential. Among them are:

• Failure to integrate cooperative work methods into the organizational culture

• Lack of organizational systems necessary to support the team process
• Minimal upfront planning of how the organization plans to utilize teams
• Failure to prepare managers for their changing roles
• Failure to prepare team members for their new roles
• Inappropriate reward and compensation systems
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 • Inadequate training
• Impatience of top management with the time needed for maturation
• Incomplete understanding of group dynamics
How do you define a role?
The word 'role' refers to how a person will behave and what function they will perform within the group as a
whole.

When teams are formed, it is normal for people to take different roles, according to their position, ability or
character type. Formal roles are the external, defined positions that are associated with given responsibilities
and are usually allocated according to the position or ability of each person.
Individuals in a team will also tend to adopt informal roles that depend more on their character than on any
specific knowledge or position. Recognizing these behaviours’ can be very useful when helping the team to
work together.
Formal Roles
In order for a team to work in an organized way towards their objectives, several formal roles are often allocated
or decided on within the group. Although the leader is the most common role, other positions of specific
responsibility can help give focus to specific activities and ensure formal tasks are completed.

Leader
The style of the group leader sets the style of how the group will operate. This style should be more participative
than directive, as improvement groups often operate on a voluntary basis or where the work is outside their
normal work scope. There also may be no official reporting line to the leader, who may be a peer or from
another area.

A key objective of the leader is to motivate the rest of the team into having a strong focus on succeeding in their
objectives. An active and effective way to achieve this is by working within the team rather than directing it from
above. An important factor is that the leader should be respected by the team members, who will be willing
to work together with him or her. The leader should also be clearly enthusiastic about solving the problem by
using appropriate tools, rather than the less structured 'brainstorm and implement' sessions that often occur.
The leader should also have a good understanding of the improvement process being used and should be able
to work closely with the facilitator.
Recorder
The information gathered, minutes of meetings, output from tool use and communications inside and outside the
team forms the 'group memory' of the team. If this is not recorded and organized, it can result in the team itself
becoming disorganized.
The role of the recorder (or scribe or librarian) is thus to record and gather all the data and present it in a format
which the team can easily understand and reference. The key skills for the recorder are a clear and concise
writing style and an ability to organize information for easy access.

Analyst
Measurements made during the project are seldom directly interpretable, and must be translated into an
understandable format from which decision points may be identified. The analyst's key focus is on the
measurement and interpretation of data to enable these decisions to be made.

The exact skills of the analyst will vary with the type of project, for example where detailed numerical measures
are being made, a mathematical ability may be needed. Other projects may need an understanding of
psychology, for example where the measurement is of people's opinions.

Expert
Experts in the team have specialized knowledge, for example about technical areas or key processes, and act
as advisors and authorities in their field of expertise. It is important in an improvement team to either have
appropriate expertise within the team or to have it readily available.

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A chicken and egg situation can occur, where an expert is required to identify a problem, but the appropriate
expert cannot be identified until the problem is known. This can result in the problem being circled, but not
approached. The effect of this on the team is that experts may come and go, or may stay and become
inappropriate people to have on the team.
Facilitator
The facilitator is not an actual team member, but is closely connected with the team, and especially with the
team leader. This person is an expert in team dynamics and in the improvement process, and thus acts as an
advisor and teacher. The facilitator never owns the problem, but does have a strong interest in the success of
the group.
An effective way of allowing the facilitator to lead the team in specific activities, yet without undermining the
leader's role, is for the leader to describe the objective and then to introduce the facilitator as someone who will
help them achieve this. The facilitator then takes over, with the clear mandate of helping the group, whilst the
leader sits with the group.

Informal roles
There are a number of models of interpersonal behaviour in groups that identify specific roles that people adopt,
often unconsciously. It is important that these characters get on together, as subliminal conflict, where people
react emotionally to situations they do not consciously recognize, can be particularly difficult to resolve.
In practice, behavioural style may vary along a spectrum between extremes. People may also act at different
positions along the spectra, depending on the situation. Nevertheless, individuals do tend towards particular
groups of behaviours and if these are recognized, a cohesive and effective mix may be found in the group to
enable its members to work well together. A typical set of behavioural styles are as follows.

Social style: Self versus Group

It is natural to consider one’s own opinions and feelings as important, and many people are largely self-based in
their thinking. However, people get on together by also thinking about others, and a person who is more group-
based will consciously aim to bring the group together as a harmonious whole.
People with strong self-image may tend towards a leadership role, but unless they also consider the people in
the team and the group as a whole, there is a danger of them becoming dictatorial, turning the focus away from
the problem and onto personalities.
In effective groups, team members feel able to contribute their own ideas, but also take seriously the thoughts
of others and work towards an agreeable solution. It is an important role of the leader to bring about this state of
constructive cohesion.

Work style: Doer versus thinker

Some people have a practical work style, working to plan and taking pleasure in completing actions. Others are
more interested in the reasons behind the actions, and may challenge conventional approaches.
In teams, a balance of both styles is needed, to ensure thoughtful beginnings and solid completions to team
actions.

Thinking style: Divergent versus convergent

Divergent thinkers are good at brainstorming and coming up with unusual ideas. Convergent thinkers, however,
are good at judging and selecting items from a large set of possibilities.
Improvement teams often have an equal need for both styles of thinking, for example where divergent thinking
is used to find possible causes, and then convergent thinking is used to select likely key causes to be carried
forward for further investigation.

Decision style: Intuition versus facts

In making decisions, a certain amount of personal judgment is required to be combined with the hard data
available to help reach a conclusion. An intuitive decision maker tends to rely more on feelings and unidentified
experience, whilst a factual decision-maker will seek to increase confidence in a decision by seeking out and
analysing clear facts.
Quality improvement activities tend more towards the factual end of this spectrum, although there are
some situations (often to do with people) where there is little hard data available, and an intuitive approach
can yield good results.

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Team meetings
A number of quality improvement and problem-solving tools are most effective when used with a group of
people, each of whom may make a specific contribution. When the team meets, both the conduct of the meeting
and the layout of the room should help them to work on the problem together, as one team.

Planning
Meetings are very expensive in terms of people’s time and if there is no objective or agenda, then little are likely
to be achieved. A short, focused meeting with a simple and clear objective is likely to be far more productive
than a lengthy meeting with unspecified aims. The meeting is also more likely to be successful if the process
and tools to use in the meeting are identified beforehand and a facilitator brought in as appropriate.
It is thus worth spending time before the meeting identifying the objective of the meeting, how this may be
achieved and how any blocks to progress may be overcome.

Room layout
When sitting together, all members of the team should feel equally able to contribute. A long, rectangular table
can isolate people at the ends; the best shape is a simple circle.
When working with a whiteboard or flipchart, people should sit in a wide semicircle or arc, facing the work area.
This will help them to focus on the problem, rather than one another. Attention to the problem can be further
helped by clearly displaying the objective of the meeting, for example on a single sheet of flipchart paper which
is taped to the wall.

In the meeting
When the objective and process is agreed by all, the meeting simply becomes a matter of following this plan.
It often occurs that one or two people will dominate any meeting and will tend to do all the talking. This prevents
or inhibits other people from making useful input to the team. Other people may also be naturally reticent or
unwilling to become involved.
It is one of the tasks of the team leader to enable and encourage contributions from all members of the
team, which may require specific attention to be paid to both dominant and reluctant individuals.
At the end of the meeting, all decisions, actions, responsibilities and timescales should be agreed and clear to
everyone. These key points may be reinforced in a written meeting summary (not detailed minutes).

Successful teams
In summary, teams can be helped to be more successful by considering a few key points:
• Smaller groups are usually more focused and successful. Larger groups are slower and more
conservative. Around three or four people is a good size for a problem-solving team, although up to ten
can work.
• If formal and informal team roles are complementary, the team will find it easier to work together on
the problem without conflict and are more likely to have requisite skills available for specific tasks.
• A successful team has a sense of cohesion and focus, having worked through to the 'perform' stage. The
problem is well understood and 'owned'. They believe they can succeed and are committed to success.
• When the team is focused is on solving the problem, advantage is taken of any available ways of
achieving this, including tools, training and facilitation.
• People are more likely to accept changes when they have been involved in the decision-making and
implementation processes.

Finally, it is worth noting that research has clearly shown than teams learn faster, come up with more ideas and
make better decisions and then individuals working alone. The only disadvantage is that this usually requires a
greater total effort. If the potential benefit of team problem-solving is considered worthwhile, then the investment
has a good chance in paying off with effective results.

Teamwork
Much improvement work in organizations needs the collaboration of many people, both as formal teams and in
larger, less formal groups. Managing improvement projects thus requires a good grasp of human psychology as
well as a sound understanding of the tools described in the main body of this text.

A group of people working together may have varying degrees of success in achieving their aims, and any lack
of success in a project may be due to a number of factors that are not always clear. For example, a prestige
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project,

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 staffed by well-trained experts with plentiful resources to hand, may be eclipsed by another smaller group of
workers who achieve outstanding improvements through seemingly nothing more than lunchtime meetings and
a few key process changes. Often, the difference lies not so much with the resources and skills available, but in
the way the team works together, rather than as a group of individuals.

This chapter looks at some of the key points of how groups of people interact, and the factors that need to be
taken into account to make teams successful, including:
• Team development: How teams emerge from groups of people
• Team roles: The formal and informal roles people take in improvement teams.
• Team meetings: Elements of making team meetings successful.
• Successful teams: The secrets of making improvement teams work.

4 Types of Team Roles

In team, different individuals have different roles to play.
Here are four roles for a team: Leader, Facilitator, Coach or a Member.
All these are the components of a team, but remember that these need not be exclusive. A leader can act as a
facilitator and a coach as well at different times. It’s not necessary that the team will have one individual as a
leader, one individual as a facilitator and one individual as a coach and members. The leader depending on the
situation can act as a coach, facilitator or a member.

The role of a leader to provide direction to the team, vision to the team, motivation to the team and establishes
ground rules for working with each other. What sort of communication will happen, how things will be reported? All
these ground rules are set by the leader. The role of leader, of course, is to make the successful completion of the
team goal. So sets the goal, clarifies the goal, provides direction, and also if there are regular meetings to be held
then the leader is responsible for preparing for those meetings and conducting those meetings effectively. Team
leader assigns individual roles to team members.

Facilitator many a time doesn’t have a formal authority; the facilitator helps the team to make the decision. Even if
a leader is acting as a facilitator, then the leader is asking team or helping the team to make those decisions. The
facilitator helps the team to understand objectives and supports the team on how to achieve that objective. That’s
how he or she facilitates the team towards the goal.

Coach provides one-to-one support after training. If a team member has been trained with something, the coach is
someone who provides support after the training. The coaching is one-to-one training and if there’s any problem
team faces coach would be the first person to go to. These rules might overlap. A coach might be the same person
as the team leader. When we are talking about coaching, let’s understand the GROW Model of coaching that will
help us in understanding the coaching concept better.
• G is for goal
• R is for reality
• O is for obstacles
• W is for a way forward

❖ Goal: In coaching, the first thing is to understand what the team wants to achieve? What is the objective?
❖ Reality: Realizing what current reality is? Where are we today? What are the challenges this team is facing?
❖ Obstacles: What stops the team from achieving the goal? What are the obstacles?
❖ Way Forward: Those identified obstacles are to be removed by coach by providing all the support and steps
needed to achieve the goal.
The role of members is to participate in team meetings, do whatever is assigned to them, and actively participate
when it comes to brainstorming, idea generations or any other support they need to provide. Members actively
engaged in the team.

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 SELF – CHECK
2.3.5 TEAM ROLES

MULTIPLE CHOICE TEST:

Directions: Choose the letter of the correct answer and write it on the blank provided at the right side of
the test paper

1. It is a group of individuals working together to achieve a goal?

a. Team
b. Role
c. Group
d. Member
2. The key objective of the is to motivate the rest of the team into having a strong
focus on succeeding in their objectives.
a. Member
b. Team
c. Group
d. Leader
3. The information gathered, minutes of meetings, output from tool use and communication
inside and outside the team forms the group memory of the team
a. Member
b. Team
c. Recorder
d. Analyst
4. The types of team role except
a. Leader
b. Facilitator
c. Member
d. Recorder
5. What role that helps the team to make the decision and doesn’t have a formal authority?
a. Leader
b. Facilitator
c. Member
d. Recorder
6. – 10 what is a team and the importance?

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 ANSWER KEY 2.3.5
TEAM ROLES
1. D
2. C
3. D
4. B
5. Teams are important because they can accomplish much more than any of the members could
achieve individually. The team that functions effectively and efficiently brings together a diverse
range of characters, skills, and talents, and is able to realize large, complex projects.

Good teamwork is essential in all organizations. It signifies that:

• people are working towards a shared purpose and common goals and
• in so doing they are sharing their varied skills in complementary roles and in cooperation
with each other.

Organizations are much more likely to perform well when their people work effectively as a team.
This is because good teamwork creates synergy – where the combined effect of the team is greater
than the sum of individual efforts. Working together a team can apply individual perspectives,
experience, and skills to solve complex problems, creating new solutions and ideas that may be
beyond the scope of any one individual.

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 INFORMATION SHEET NO. 2.3.6 PROCESS OF TEAM DEVELOPMENT

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Improve teamwork
• Ensure the team runs as smoothly as possible, and goals are hit
• Describe the five stages of team development.
• Explain how team norms and cohesiveness affect performance.

For teams to be effective, the people in the team must be able to work together to contribute collectively to team
outcomes. But this does not happen automatically: it develops as the team works together. You have probably had
an experience when you have been put on a team to work on a school assignment or project. When your team first
gets together, you likely sit around and look at each other, not knowing how to begin. Initially you are not a team;
you are just individuals assigned to work together. Over time you get to know each other, to know what to expect
from each other, to know how to divide the labor and assign tasks, and to know how you will coordinate your work.
Through this process, you begin to operate as a team instead of a collection of individuals.

Stages of Team Development

This process of learning to work together effectively is known as team development. Research has shown that
teams go through definitive stages during development. Bruce Tuckman, an educational psychologist, identified a
five-stage development process that most teams follow to become high performing. He called the stages: forming,
storming, norming, performing, and adjourning. Team progress through the stages is shown in the following
diagram.

The five stages of team development in a graph: forming, storming, norming, performing, and adjourning. Most
high-performing teams go through five stages of team development.
Forming stage
The forming stage involves a period of orientation and getting acquainted. Uncertainty is high during this stage, and
people are looking for leadership and authority. A member who asserts authority or is knowledgeable may be
looked to take control. Team members are asking such questions as “What does the team offer me?” “What is
expected of me?” “Will I fit in?” Most interactions are social as members get to know each other.
Storming stage
The storming stage is the most difficult and critical stage to pass through. It is a period marked by conflict and
competition as individual personalities emerge. Team performance may actually decrease in this stage because energy
is put into unproductive activities. Members may disagree on team goals, and subgroups and cliques may form
around strong personalities or areas of agreement. To get through this stage, members must work to overcome
obstacles, to accept individual differences, and to work through conflicting ideas on team tasks and goals. Teams
can get bogged down in this stage. Failure to address conflicts may result in long-term problems.
Norming stage
If teams get through the storming stage, conflict is resolved and some degree of unity emerges. In the norming
stage, consensus develops around whom the leader or leaders are, and individual member’s roles. Interpersonal
differences begin to be resolved, and a sense of cohesion and unity emerges. Team performance increases during
this stage as members learn to cooperate and begin to focus on team goals. However, the harmony is precarious,
and if disagreements re-emerge the team can slide back into storming.
Performing stage
In the performing stage, consensus and cooperation have been well-established and the team is mature,
organized, and well-functioning. There is a clear and stable structure, and members are committed to the team’s
mission. Problems and conflicts still emerge, but they are dealt with constructively. (We will discuss the role of
conflict and conflict resolution in the next section). The team is focused on problem solving and meeting team
goals.
Adjourning stage
In the adjourning stage, most of the team’s goals have been accomplished. The emphasis is on wrapping up final tasks
and documenting the effort and results. As the work load is diminished, individual members may be reassigned to
other teams, and the team disbands. There may be regret as the team ends, so a ceremonial acknowledgement of
the work and success of the team can be helpful. If the team is a standing committee with on-going responsibility,
members may be replaced by new people and the team can go back to a forming or storming stage and repeat the
development process
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Team Norms and Cohesiveness

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When you have been on a team, how did you know how to act? How did you know what behaviours were
acceptable or what level of performance was required? Teams usually develop norms that guide the activities of
team members. Team norms set a standard for behaviour, attitude, and performance that all team members are
expected to follow. Norms are like rules but they are not written down. Instead, all the team members implicitly
understand them. Norms are effective because team members want to support the team and preserve relationships
in the team, and when norms are violated, there is peer pressure or sanctions to enforce compliance.

Norms result from the interaction of team members during the development process. Initially, during the forming
and storming stages, norms focus on expectations for attendance and commitment. Later, during the norming and
performing stages, norms focus on relationships and levels of performance. Performance norms are very important
because they define the level of work effort and standards that determine the success of the team. As you might
expect, leaders play an important part in establishing productive norms by acting as role models and by rewarding
desired behaviours.

Norms are only effective in controlling behaviours when they are accepted by team members. The level of
cohesiveness on the team primarily determines whether team members accept and conform to norms. Team
cohesiveness is the extent that members are attracted to the team and are motivated to remain in the team.
Members of highly cohesive teams value their membership, are committed to team activities, and gain satisfaction
from team success. They try to conform to norms because they want to maintain their relationships in the team and
they want to meet team expectations. Teams with strong performance norms and high cohesiveness are high
performing.

For example, the seven-member executive team at Whole Foods spends time together outside of work. Its
members frequently socialize and even take group vacations. According to co-CEO John Mackey, they have
developed a high degree of trust that results in better communication and a willingness to work out problems and
disagreements when they occur.
Introduction to Conflict within Teams
What you’ll learn to do: describe common types and causes of conflict that arise within teams
Conflict has both positive and negative connotations in businesses. A moderate amount of controlled conflict can
stimulate innovation and creativity. But too often, conflict is allowed to escalate because managers and team
members don’t understand conflict-resolution techniques. Unresolved negative conflict can shut down even the
highest-performing teams.
Common Causes of Conflict
Some common causes of negative conflict in teams are identified as follows:

Conflict often arises when team members focus on personal (emotional) issues rather than work (substantive)
issues. Enrico is attending night school to get his degree, but he comes to work late and spends time doing
research instead of focusing on the job. The other team members have to pick up his slack. They can confront
Enrico and demand his full participation, they can ignore him while tensions continue to grow, or they can complain
to the manager. All the options will lower team performance.

Competition over resources, such as information, money, supplies or access to technology, can also cause conflict.
Maria is supposed to have use of the laboratory in the afternoons, but Jason regularly overstays his allotted time,
and Maria’s work suffers. Maria might try to “get even” by denying Jason something he needs, such as information,
or by complaining to other team members.

Communication breakdowns cause conflict—and misunderstandings are exacerbated in virtual teams and teams
with cross-cultural members. The project manager should be precise in his expectations from all team members
and be easily accessible. When members work independently, it is critical that they understand how their
contributions affect the big picture in order to stay motivated. Carl couldn’t understand why Latisha was angry with
him when he was late with his reports—he didn’t report to her. He didn’t realize that she needed his data to
complete her assignments. She eventually quit, and the team lost a good worker.

Team morale can be low because of external work conditions such as rumours of downsizing or fears that the
competition is beating them to market. A manager needs to understand what external conditions are influencing
team performance.

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 SELF – CHECK 2.3.6
PROCESS OF TEAM DEVELOPMENT

MULTIPLE CHOICE TEST:

Directions: Choose the letter of the correct answer

1. What are the 5 stages of team development?

a. Forming, storming, norming and performing, termination/ending
b. forming, storming, norming, performing, and adjourning
c. Forming, storming, termination/ending, Forming
d. Norming and performing, termination/ending, Forming

2. How can a team best overcome anxiety during the forming stage?
a. Create a good team name that allows group members to identify with the team
b. Determine a team leader quickly to allow that individual to build team camaraderie
c. Let members pick their own teams, so they know the other team members
d. Set clear goals, timelines, and roles so that all members are aware of team expectations
3. often arises when team members focus on personal (emotional) issues rather than work (substantive)
issues?
a. Communication breakdowns
b. Conflict
c. Norms
d. Competition over resources

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 ANSWER KEY 2.3.6
PROCESS OF TEAM DEVELOPMENT

1. A
2. D
3. B

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 INFORMATION SHEET NO. 2.3.7 WORKPLACE CONTEXT

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Understand the context of work

The work context

The work context is determined by the instance from which you enter a network of relationships between instances.
This context is defined by the design build path of the project that this instance belongs to.

This project constitutes the starting point for the resolution of the links between instances. If a link is not resolved in
the project, the projects hierarchy declared in the design build path is explored in an upward direction to resolve it.

If you open or generate an instance from its definition project, then its work context is its definition project.
However, if you open or generate a calling instance, its work context is the context of the calling instance.

The links (super references or subreferences) resolve differently according to the work
context. You select the work context when you do the following actions:
Open an editor. You see the instance as it is defined in the current work context. This context is displayed in
the General Information of the Overview tab of each editor. The project that constitutes the work context and
the projects declared higher in the hierarchy can be viewed by clicking Hierarchy.
The same instance can be opened in two different work contexts. So it can simultaneously be displayed in two
editors. However, since it is the same instance, any modification that is made in one work context is immediately
available in the other work context.

The Five Things Every Product Team Member Should Know

Working together is difficult. Helping a team to work together on a project is even more difficult. As a product
leader, I’ve seen the worst—directionless teams at odds with one another, low motivation, endless swirl—and I’ve
seen the best—true teamwork, a symphony of productivity, a group accomplishing more together than they ever
could individually.

What makes the difference? Context for the team’s work.

Context wraps each individual’s work in a warm blanket of coordinated knowledge that provides direction and
meaning to everything the team does.

You can’t be everywhere at once. Micromanagement is a non-starter. Each individual member of the team has the
best, most up-to-date information about the domain of their work. Context helps your team achieve nirvana:
everyone knows what they’re working on and why they’re working on it.

When everyone knows what they’re working on and why they’re working on it, everyone can prioritize their work for
themselves. Everyone understands the purpose of their work, how it helps others, and what it means for the whole
team, today, tomorrow, months and even years in the future. It’s the product leader’s responsibility to make sure
that this context is there for the team, readily at hand and on everyone’s mind.

The Five Elements of Product Team Context

Here’s how I create context for a team with five key elements:
Mission sits at the top of the context hierarchy — everything serves the mission of a team. The mission is the
overarching, never-changing reason that a team exists. Why are we here? Why do we come in to work every day?
What are we changing, creating, and improving in our world?

At Next Big Sound, our mission was Making Data Useful. Our mission was beautifully concise: clear about the thing
we were using (data), what we were doing with it (making something with it), and user-oriented (it’s not useful
unless a user can use it).
Once your team has a mission, you’ll need a strategy. Strategy describes how you’ll accomplish your mission as a
team. If the mission is the destination on the horizon, the strategy is the path towards that destination. Like the
mission, it should be meaningful and adaptable, something that can guide your team for years.

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At Next Big Sound, our strategy was climbing the Data Pyramid.

The Data Pyramid gave us a critically important mental model of how we were building our business and our team.
Next Big Sound took data — typically, simple numbers like “Ariana Grande gained 10,000 new followers on Twitter
yesterday” — which it then processed to create information, like “Ariana Grande increased her Twitter Followers by
10% yesterday” — and then finally it brought all the information together to create an insight, like “Ariana Grande’s
concert in Central Park made a big impact on her social following.”

The Data Pyramid helped the team understand where work fit in the greater scheme for success for our business,
whether a systems engineer was working to make our data service more reliable or whether a designer was
working to make our insights easier to understand. It also helped us understand how to prioritize future work; if it
didn’t fit into the Data Pyramid, it probably wasn’t worth doing.

Mission and strategy inform goals. Goals provide a year-long thematic focus for the team’s work. Any work that the
team is doing should serve the goals for the year: anything that doesn’t serve those goals should be looked at
critically and probably shouldn’t be worked on. Goals should unite the day-to-day and week-to-week work of the
team.

One year, our goals at Next Big Sound were Fortify, Simplify, and Grow — to fortify the data layer, simplify the
information layer, and grow the insights layer of the Data Pyramid. It’s no accident that our goals had a direct
connection with the Data Pyramid; in fact, that tight linkage helped reinforce the mental model for the team, making
the context for our work even clearer.
Yearly goals help frame cycle-to-cycle projects. Projects represent a chunk of work with a well-defined beginning
and end — ideally, they don’t last much longer than a month, but some end up stretching over quarters.

Projects should directly serve yearly goals; in 2017, Next Big Sound tackled two major projects, migrating the data
center and growing Alerts. It’s probably plain to see how the data center project addressed the Fortify the data later
goal — when you have projects that tie directly into goals, which tie directly into your strategy, well, now you’ve got
a very clear articulation of what everyone’s working on and why they’re working on it.

Finally, let’s tie everything together with one metric. Why a metric? Say it with me: “If you can’t measure it, you
can’t manage it.” The proof is in the pudding, so to speak, so to know if your team is making progress on projects
and goals, it’s vital to have some kind of metric to measure that progress.

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Insights Consumed is Next Big Sound’s holistic measurement of engagement across all the different products that Next
Big Sound offers: API, web application, syndicated Charts, and others. The logic is simple: if we’re making data
more useful, we’ll see more engagement.

When to Use Context

It’s one thing to have your mission, strategy, projects, goals and metrics. It’s a whole other thing to apply them at
the right time for your team.

Daily stand-ups are a great time to discuss day-to-day progress on projects — given that stand-ups should be short
and focused on in-progress work and blockers, nothing more needs to be said.
A weekly full team meeting is a great place for reiterating the team’s mission and goals for the year. In fact, our
CEO Alex kicked off every team meeting with the phrase “Another week in making data useful…”

Bi-weekly sprint kick-offs are an environment to update the whole team on project progress, ideally through the
lens of metrics and steps taken toward the yearly goals.
Quarterly project planning provides an opportunity to take another look at metrics and projects and to make
adjustments as needed on the way to reaching goals.
Finally, goal setting is the right time for the whole team to look at all the elements of context as another cycle of
work kicks off. Established organizations should set goals annually — early-stage start-ups should consider new
goals quarterly to stay nimble and responsive.

You may notice a theme here — there’s a lot of repetition. When I first started serving as a product manager, I
would communicate things once and expect the team to hear me. My feelings were hurt when I discovered that this
was an outsized expectation, to say the least. Now I know that I’m doing my team a favour when I repeat things like
our mission, or the outlines of our projects, over and over again. Repetition is the key to communication.

Start with these five key elements to make sure that everyone on your team knows what they’re working on and
why they’re working on it.

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 SELF – CHECK 2.3.7
WORKPLACE CONTEXT

ENUMERATION TEST

Directions: List down or enumerate what are being asked on each of the following item.

1-5) the Five Elements of Product Team Context

1.
2.
3.
4.
5.

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 ANSWER KEY 2.3.7
WORKPLACE CONTEXT

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REFERENCES AND FURTHER READINGS

https://www.sciencedirect.com/topics/psychology/group-structure
https://www.weightmans.com/insights/group-structures/#what-is-a-group-structure
https://www.toppr.com/guides/business-management-entrepreneurship/organizing/structure-of-organization/
https://www.assignmenthelpservices.com/blog/workplace-
communication#:~:text=Communication%20protocols%20in%20the%20workplace&text=A%20communication%20pro
tocol%20is%20an,accountable%20for%20communicating%20exact%20themes.
https://employeeengagement.com/wp-content/uploads/2014/01/CommunicationProtocolOverview.pdf
https://www.thinkhdi.com/library/supportworld/2012/team-thinking.aspx
https://www.teamwork.com/blog/the-5-stages-of-team-development-what-you-need-to-know/
https://courses.lumenlearning.com/suny-principlesmanagement/chapter/putting-it-together-groups-teams-and-
teamwork/
https://study.com/academy/practice/quiz-worksheet-stages-of-team-development.html

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 MODULES OF INSTRUCTION
ELECTRICAL INSTALLATION AND MAINTENANCE NC II
QUALIFICATION

UNIT OF COMPETENCY SOLVE/ADDRESS GENERAL WORKPLACE PROBLEMS

MODULE TITLE SOLVING/ADDRESSING GENERAL WORKPLACE PROBLEMS

This module covers the knowledge, skills and attitudes required to apply
MODULE DESCRIPTOR problem-solving techniques to determine the origin of problems and plan
for their resolution. It also includes addressing procedural problems
through documentation, and referral

NOMINAL DURATION 3 HOURS

LEARNING OUTCOMES

At the end of this module you must be able to:

1. Identify routine problems

2. Look for solutions to routine problems
3. Recommend solutions to problems

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 LEARNING OUTCOME SUMMARY

UNIT OF COMPETENCY 3 SOLVE/ADDRESS GENERAL WORKPLACE PROB-LEMS

LEARNING OUTCOME
1. Identify routine problems
2. Look for solutions to routine problems
3. Recommend solutions to problems
CONDITION:
• Assessment will re-quire access to a workplace over an ex-tended period, or a suitable
method of gathering evidence of operating ability over a range of situations

METHODOLOGY:
• Group
• discussion
• Interaction
• Reportorial
ASSESSMENT METHOD:
• Case Formulation
• Life Narrative Inquiry
• Standardized test
• The unit will be assessed in a holistic manner as is practical and may be integrated with the
assessment of other relevant units of competency. Assessment will occur over a range of
situations, which will include disruptions to normal, smooth operation. Simulation may be
required to al-low for timely assessment of parts of this unit of competency. Simulation
should be based on the actual work-place and will include walk through of the relevant
competency components.

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 LEARNING EXPERIENCES

LEARNING OUTCOME NO.1: Identify routine problems

Learning Activity/Guide Special Instruction
• Read Information Sheet 3.1.1 on Current industr • Perform all activities required.
hardware and software products and services • You must get a rating of 80 to 100%. If
• Answer Self-Check 3.1.1 on Current industr you get below 80% rating, go over the
hardware and software products and services same activities.
• If you get the required rating,
• Compare Answers to AnswerKey proceed to the next activities.
• Perform Task Sheet. No.3.1.1 on
Current industry hardware and software products and
services
• Read Information Sheet 3.1.2 on Industr • Perform all activities required.
maintenance, service and helpdesk practices • You must get a rating of 80 to 100%. If
processes and procedures you get below 80% rating, go over the
• Answer Self-Check 3.1.2 on Look for Industry same activities.
maintenance, service and helpdesk practices, • If you get the required rating,
processes and procedures proceed to the next activities.
• Compare Answers to AnswerKey
• Perform Task Sheet. No.3.1.2 on
Industry maintenance, service and helpdesk
practices, processes and procedures
• Read Information Sheet 3.1.3 on Industry standard • Perform all activities required.
diagnostic tools • You must get a rating of 80 to 100%. If
• Answer Self-Check 3.1.3 on Industry standard you get below 80% rating, go over the
diagnostic tools same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next activities.
• Perform Task Sheet. No.3.1.3 on
Industry standard diagnostic
tools
• Read Information Sheet 3.1.4 on Malfunctions and • Perform all activities required.
resolutions • You must get a rating of 80 to 100%. If
• Answer Self-Check 3.1.4 on Malfunctions and you get below 80% rating, go over the
resolutions same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next activities.
• Perform Task Sheet. No.3.1.4 on
Malfunctions and resolutions

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INFORMATION SHEET NO.3.1.1 CURRENT INDUSTRY HARDWARE AND SOFTWARE PRODUCTS AND SERVICES

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify the problem in hardware and software of the industry
• Identify the problem in products and services

All computer problems usually fall into 2 categories:

Software problems
Hardware problems

Hardware Problems
Hardware problems are related to the physical components of the computer system. For instance, if there’s nothing
on the screen or display, the system simply refuses to power on, the LCD displays odd colors, or the keyboard or
the keys doesn’t work.

How to identify and solve hardware problems?

• Check that your computer is plugged into a working power outlet

• Check that everything is turned on.
• If anything seems to not working properly, make sure the brightness is up or the volume is unmuted
depending on what you are having issues with or the switch is in the appropriate position.
• Check that keyboard, mouse, monitor, speakers, etc are plugged into your device. Try a different port to
check if it is a port issue or the device is damaged. Make sure that wireless hardware has a fully charged
battery.
Software Problems
Software-related problems usually appear after the startup process. If some applications or software does not work
properly or the operating system is unresponsive it is simply a software issue.

How to identify and solve software problems?

• Try restarting your computer

• Make sure your all programs are updated
• Your malware or antivirus software should be running
• If your computer is having problems after you installed a new application or software, remove that program
and try reinstalling it
How to Tell a Hardware Problem from a Software Problem

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Your computer seems to be malfunctioning — it’s slow, programs are crashing or Windows may be blue-screening.
Is your computer’s hardware failing, or does it have a software problem that you can fix on your own?

5 common computer problems:

How to tell if they are hardware or software?

How to tell if they are hardware or software?

Most computer problems are software-related but some are definitely hardware-related problems. The below list of
the 5 most common problems. Knowing where to start troubleshooting can save a lot of time.

1. Computer problem – The computer is slow

SOFTWARE
It may be malware, too many start up items (Windows), or an accumulation of temporary files.

HARDWARE
It may be that the hard drive is fragmented or is beginning to fail, with insufficient RAM or an old CPU.

2. Computer problem – The computer keeps restarting

SOFTWARE
It may be a problem with the automatic update of the operating system, adware, viruses, or other
malicious software.

HARDWARE
It may be a graphics card, motherboard, or network card driver.

3. Computer problem – The keyboard, mouse, printer, or other peripheral devices are not working
properly SOFTWARE
It may be a driver problem.

HARDWARE
It may be a computer port problem or a peripheral component problem.

4. Computer problem – Application command does not

work SOFTWARE
If the software happens only in one application.

HARDWARE
Hardware (if it occurs in multiple applications).

5. Computer problem – Internet speed is slow

SOFTWARE
It may be that the background application is consuming bandwidth.

HARDWARE
It may be a hard drive failure.

You are lucky if your problem is a software problem. If it is a desktop application, you can run the repair utility or
uninstall and reinstall it. If it is a cloud application, log out and restart it. To avoid problems, please keep the
software updated. In order to keep your computer clean and in good condition, please pay attention to abnormal
conditions so that you can troubleshoot before daily work. If you have a new computer and you are already
experiencing problems, please exchange it as soon as possible.

Desktop common problems of common computer failures and troubleshooting methods

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PCs and laptops have become indispensable tools in the modern era. In the process of use, more or fewer failures
of this kind will occur.

As aforementioned, the problems that arise in our use of computers can be divided into two categories: hardware
problems and software problems. When we deal with computer problems, we generally observe the following
principles: first soft and then hard, that is, eliminate software problems first, and then eliminate hardware problems.

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 SELF – CHECK 3.1.1
CURRENT INDUSTRY HARDWARE AND SOFTWARE PRODUCTS AND SERVICES

ENUMERATION TEST

Directions: List down or enumerate what are being asked on each of the following item.

1-5) 5 most common problems. Knowing where to start troubleshooting can save a lot of
time. 1.
2.
3.
4.
5.

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 ANSWER KEY 3.1.1
CURRENT INDUSTRY HARDWARE AND SOFTWARE PRODUCTS AND SERVICES

1-5
• Computer problem – The computer is slow You involved all relevant stakeholders when defining the problem
• Computer problem – The computer keeps restarting Your problem statement includes:
• Computer problem – The keyboard, mouse, printer, or other peripheral devices are not working properly
• Computer problem – Application command does not work.
• Computer problem – Internet speed is slow

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 INFORMATION SHEET NO.3.1.2 INDUSTRY MAINTENANCE, SERVICE AND HELPDESK PRACTICES, PROCESSES AND
PROCEDURES

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify the problem in industry maintenance and services
• Identify the problem in helpdesk and procedures

4 Common Maintenance Problems and How to Resolve Them

Many maintenance departments today “fight fires” instead of approaching their problems systematically. Prevention
is a far better goal than trying to solve problems as they arise. While this strategy may be a little costly at first, it is
not nearly as expensive as allowing problems to occur.

Maintenance problem-solving is primarily concerned with four areas: maintaining critical systems, fixing the problem
quickly and faster than the last time, determining what is causing the breakdown to happen so frequently, and
identifying the 20 percent of breakdowns that are consuming 80 percent of your resources.

This article focuses on the four common types of maintenance problems with the ultimate goal of helping you to
prevent or at least minimize each type.

Problems vs. Difficulties

A problem is a situation that can be characterized by a gap between your existing circumstances and where you do
or do not want to be. The gap cannot be eliminated or maintained through obvious methods. Some analysis and
creativity are required to define a situation as a “problem.” Visualizing a problem as a gap can be a useful
technique. Usually you want to overcome the gap, but sometimes you wish to maintain it. An example would be
painting an object to prevent deterioration.

If you can see a solution and all it takes is good planning, then the situation confronting you should be termed a
“difficulty” rather than a problem. Of course, if you are experiencing many of these difficulties, there may be a
common root cause that could define a problem.

Where Maintenance Issues Originate

Issues are caused by your goals or a lack of them. You may have an overall goal of wanting your plant to run
efficiently with few interruptions, but unless you translate that general goal into viable sub goals, you will experience
problems. Establishing specific sub goals is essential if you wish to control the magnitude and number of the
inevitable problems. Otherwise, having no goals or only general ones will magnify those problems. Often a
disturbance (problem) will force you to ask, “What (unrecognized) goal do I have that is being thwarted by this
situation?” Asking this question may cause you to reassess the goal.

4 Types of Maintenance Problems

The four common types of maintenance problems can be categorized as identification, cause/effect, means and ends.
Let’s discuss each of these in turn.

Identification
When you don’t understand a natural phenomenon, a question or a method of doing things, your natural inclination
is one of curiosity. Industrial maintenance is the same way. You must identify (understand) everything in your
department or plant or have someone on staff who does. When a problem occurs, you need to identify where and
when it happened as well as where and when it did not. More importantly, you need to identify why you do things a
certain way while always on the hunt for a better approach.

In school, you are taught the canned approach to solving problems. While this is important, it only covers problems
that are recognized. What about the real-world situations? Industrial maintenance often presents situations that are
so confusing that problems are camouflaged. Sorting out the mess means finding the basic problem that spawns all
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the other effects. This is not easy, as you may solve the wrong problem or try to alleviate symptoms caused by the
basic problem. For example, you may put coolers on hot hydraulic systems instead of locating the valve or cylinder
that is allowing fluid to flow back to the tank.

Identification problems become relevant not only when trying to understand a situation but also when confusion
reigns and the problem is hidden by a mass of effects. The former should be attacked by curiosity and the latter by
analysis. These types of problems can also appear when a manager finally asks the question, “What are we
spending most of our time on and how could we minimize it?”

Cause and Effect

To properly solve cause-and-effect problems, you must first learn how to distinguish between cause and effect.
Effects are things you perceive with your senses or detect through condition monitoring techniques. They
accompany or precede a machine failure.

Typical effects are excessive heat, vibration and noise. A failed bearing or gear is also an effect. Simply changing
the component is concentrating on the effect. While this often must be done to restore operation, forgetting about
the reason for the failure is neglecting the cause. For instance, excessive heat in a hydraulic system is an effect
and a predictor of problems. Concentrating on cooling the system rather than discovering the cause of the
excessive heat is an invitation to problems but an all too common solution. Attack the symptom, but don’t forget to
unearth the root cause. Remember, symptom is a synonym for effect.

Means
Means problems are generally characterized by questions beginning with “how” such as “How can I accomplish
that?” or “How can I improve that?” They leave the choice of means open-ended. With a means problem, you are
trying to decide how to achieve a goal. The problem of selecting a goal or end has already been solved, so you are now
focusing on how to achieve it.

Typical questions that characterize means problems include how to reduce excessive lubricant failures, how to
decrease lubricant costs while maintaining good quality, how to lessen machine downtime, how to improve safety
and how to change the department mind set to prevention mode. Solving a means problem often involves finding
an expert, but you should never assume the current method is the final answer. Improvement is always possible.

Ends
Problems of ends or goals can be characterized by the question, “What goal should I pursue?” As mentioned
previously, your goals may be very general at first but must be translated into detailed sub goals to truly matter.
Common questions to ask might include which metrics should be used to gauge progress, which 20 percent of the
problems are generating 80 percent of the efforts, what are the critical parts of systems that must be constantly
monitored, and how are problems categorized (critical, important and projects for correction).

Levels of Problem-solving
In addition to recognizing the four problem types, you must also be aware that problem-solving can be divided into
four levels of sophistication:

• reaction or acting on the problem when it occurs and then forgetting about it until the next time;
• adaptation or learning to live with the problem by adjusting to the symptoms;
• anticipation, which includes attacking root causes with preventive techniques; and
• a proactive approach, which involves changing the conditions that spawned the problem in the first place.
These four levels merely describe approaches that can be used on maintenance problems. One is not better than
the others but must be selected based on the severity of the problem. Of course, if a maintenance department
always focuses on reaction, it might consider moving to a higher level for recurring problems.

Categories of Objectives
Your objectives will determine the problems you experience. Just as there are different levels of sophistication in
problem-solving, there are different levels of objectives. These objectives are the ones you set for yourself or your
department. The farther down you move on the following list, the smaller the resultant problems should be.

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Short-term Routine Objectives (Supervision)
Routine objectives include maintaining things as they are, handling normal (expected) problems, reacting quickly,
having lots of spares and adapting to the problem (learning to live with it).

Medium-term Corrective Objectives (Management)

Corrective objectives usually involve the elimination of accepted problems or modifying a design to solve an
inherent problem.

Long-term Improvement Objectives (Leadership)

Improvement objectives might consist of requesting new equipment, changing the way things are done,
concentrating on prevention and providing better training.

Most problems have an immediate phase (or crisis) and must be addressed now. However, managers who want to
move to the leadership objectives will try to prevent or minimize a recurrence. While supervisors and management
are concerned with doing things right, leadership concerns itself with doing the right things. Remember, setting
objectives determines the problems you will encounter. Setting the right objectives will minimize those problems. In
the typical plant, supervisors and management trump leadership.

Preventing Maintenance Problems

Your prevention efforts must be comprehensive and cover all areas from which problems may arise, such as
personnel, maintenance practices, hardware and systems. These categories are most useful when solving cause/effect
problems. However, they may also be used to keep a manager focused on all aspects of maintenance.

10 Most Common Help Desk Problems & How to Solve Them

No matter if you run a small online store or a large multinational business, you are bound to receive problems from
your employees as well as customers. However, the “real problem” starts when your help desk is bombarded with
innumerable issues, and things seem to spiral out of control.

The good news is that most common help desk problems have simple solutions, and resolving them will save your
business a lot of time and money. In this blog, we will discuss ten of the most common issues we find people run
into and their possible solutions.

What Are the Top 10 Most Common Help Desk Problems & Their Solutions?
A help desk plays a dual role- it can manage both customer-centric or external issues and employee-centric or
internal issues. In order to cover both these aspects, we have divided the 10 points into two segments- the first 5
points focus on the common problems faced by customers, whereas the latter 5 focus on the common problems
encountered by employees on a day-to-day basis.

Common External Help Desk Issues/Requests:

1. “I had to wait for 15 minutes on hold over the phone.”
The last thing you want when you contact a customer support team is to be put on hold. Every minute
seems like a long year and listening to the same monotonous music can get on your nerves.
According to Harvard Business Review, the average American consumer spends around 13 hours a year
stuck on hold trying to connect to a human agent.
Putting angry customers on hold can have a snowball effect on your business. The more customers you
put on hold, the more customers end up in the queue- leading to a further increase in wait time for each
customer. This is just an easy way to frustrate your customers, who would eventually vent on your
support agents.
• Solution: Modern customers want to engage with a business that values their time and putting them on
hold signals the opposite. Structure your team’s schedule in such a way that the right number of agents
are available at all times, especially, during peak hours.

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 Sometimes customers can call you for their primary issues. Make sure you create an extensive help
center or knowledge base to empower them to resolve issues on their own. In case you are still short of
agents, divert customers to other channels such as chat or email.

Read More: How to Create an Internal Knowledge Base

2. “I’m unable to log in to my account.”

This is one of the most common help desk issues that can comprise a significant proportion of your ticket
volume. Although this problem is common, it should not be taken lightly.
For instance, if you have an e-commerce store, a customer who cannot access his/her account cannot
simply make a purchase. This can potentially lead to a loss in business revenue that could have been easily
avoided.
• Solution: Such common daily problems can be easily fixed in most scenarios. Make sure the user is
not typing the password with the Caps Lock button on. In case the password has expired, share a password
reset link to the customer that will allow them to generate a new password by themselves.
Sometimes an account can get suspended due to inactivity. Convey the reason to the customer so that
they can avoid account suspension in the future.

3. “My card is getting declined.

A declined card is one of the most common help desk tickets received by a support team. This simply
means that something went wrong while the online purchase was being processed and it could not be
completed.
According to Visa and MasterCard, on average 15% of recurring payments are declined. For some industries,
the rate can even be double that.
For any business, a failed transaction simply means a lost sale. Moreover, when this issue is persistent, it can
make the customer lose faith in your business.
• Solution: There can a few reasons for credit card decline:
The credit card payment is declined by the payment gateway, the processor, or the bank/financial
institution issuing the money The customer has entered incorrect card information
The transaction failed as the customer had reached the credit limit
Ask your customers to double-check the information they are entering while making a purchase. In case
the issue still persists, ask them to contact their credit card company.

Read More: 8 Ways Artificial Intelligence Can Improve Help Desk Management

4. “When will the product be back in stock?”

This has happened to every online shopper at least once. You are browsing through products and you
finally lay your eyes on the perfect item. You go on to add the item to the cart but like many other
customers,
*you’ve missed the boat- the product is out of stock.
Whenever a popular selling item goes out of stock, your help desk team can be bombarded with similar
questions. It is important to quickly share the relevant information before your customer wanders around
and finds a similar product somewhere else.
• Solution: You can ask your customers to first add the product to their ‘Wishlist’ or ‘Favorite List’ so they
can always find it. Whenever an item is out of stock, the customer can subscribe to your ‘Back In Stock’
email list. All they have to do is enter their email address and they’ll automatically receive email alerts
once the product is available again.

Read More: How to Set up and Configure Your Help Desk Inbox

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5. “The help desk staff seemed inattentive and lacked dedication.”

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 As you explore the common help desk problems, you will realize that demotivated, inattentive, or
inexperienced support staff members may be the cause of negative customer experience.
According to a report by American Express, 68% of customers believe that a polite customer service
representative is the key to great customer service.
Your help desk staff is the face of your business and your most important asset. Therefore, it becomes all
the more important to make them feel encouraged and inspired on a daily basis.
• Solution: You can start by creating an employee training program to make your team members learn
key customer service skills such as active listening, patience, empathy, the ability to use positive
language, and others.
For a long term approach, your business must look to hire the right people.- those who resonate with your
company’s vision and show a deep sense of passion towards helping others.
Read More: 30 Customer Service Tips for Delightful Customer Experiences
Common Internal Help Desk Issues/Requests:
Let’s explore some common internal Help Desk Issues and their solutions:

6. “My system is running too slowly.”

We all have faced this situation where our system would take longer than usual to complete instructions
and hang multiple times during a day.
A system that does not function to its normal speed can make anyone want to pull their hair off.
Moreover, it can hamper your team’s productivity and act as a major obstacle in achieving daily tasks or
goals.
• Solution: You need to first identify the reason that is causing the system to run slowly compared to
other systems. Some reasons can be:
If an employee is using many heavy applications simultaneously, the system is bound to run slowly. Ask the
employee to run only necessary applications and close the ones, not in use.
The computer might be carrying out updates in the background without an employee’s knowledge. Ask the
employee to pause the updates and resume after working hours.
Viruses and malware can also impact a computer’s speed. This common IT problem can be fixed by either
installing a new antivirus software or disconnecting the system from the office network.
7. “I can’t help but stare at the blue screen of death.”
Life seems to come at an unprecedented halt when we see the blue screen of death on our computer. No
matter what you do, or how many times you reboot your system, the screen just doesn’t seem to let go of
you.
This is perhaps one of the most common help desk troubleshooting questions- “Why can’t I access
anything on my system? I can only see a blue screen when I turn on my computer. What should I do?“
• Solution: Ask the employee to read and tell you what exactly is written on the blue screen. Every IT
support team is well aware that every error message signifies something and can lead to the root cause
of the issue.
In most situations, the blue screen appears when a hardware or a driver is not working properly. The
problem usually occurs when someone installs a new hardware or updates the drivers. The IT support
staff should inquire from the individual about what exactly he did before the error occurred.

8. “My PC is shutting down after irregular intervals for no reason.”

This is another common troubleshooting question for help desk teams. As soon as you turn on your
computer, everything seems to be working fine. However, some 10-15 minutes later, the system just
switches off without any warning message or notification.
The frequent shutting down of an employee system can be a productivity killer. Moreover, if this issue
persists for a long period of time and no solution is provided, it can result in the complete damage of the
system hardware or other parts.

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 • Solution: IT help desk agents need to identify the root cause of this issue. Some popular reasons can be:
After long usage of any computer, a great amount of dust can pile up on the cooling fan and impact its
proper functioning. If the cooling fan does not work properly, the system can overheat and automatically
shut down to prevent major damage.
This problem is also common with laptop users when the battery is weak or old. Therefore, the laptop
battery must be charged properly and replaced when the need arises.
Recommended Read: 11 Best IT Ticketing Systems to Manage IT Support Requests

9. “The printer never seems to work.”

In the corporate world, printers have become a consistent source of stress.
Whenever a sales executive wants to print the product catalog right before the client meeting, the printer
just won’t work. Similarly, when the design team wants to print the new apparel design shared by a buyer,
the printer would start working abnormally.
For many common tech support problems, switching off a machine and then turning it back on solves the
issue. However, in the case of a printer, this solution doesn’t always apply.
• Solution: IT issues like this require a desktop support professional to visit the printer and check the
problem. If every employee starts opening the printer parts by themselves, it can lead to more serious
problems. To begin with, check if the printer is properly plugged in, has paper in the right tray, and
sufficient ink.
If everything mentioned above seems fine, then it can be a connection problem. Make sure the employees
are trying to connect to the correct printer name. Give your printers easy and straightforward names so
that employees can connect them to their systems even in the case of a wireless printer.
Recommended Read: Difference between Help Desk and Desktop Support

10. “The internet is really… really slow today.”

The modern office workspace is heavily dependent on a high-speed internet connection. But
unfortunately, just like the weather, the internet speed can often vary from time to time.

According to a Statista report, there are 313 million internet users in the US, with an internet user penetration of
85.8%.

A slow internet connection can lead to low-quality video calls, slow information sharing, endless buffering, and
make team collaboration an uphill task.

• Solution: This issue can be fixed with common troubleshooting measures. If the problem is occurring with only a
single user, you can ask the employee to refresh his networks and ensure no software updates are being
downloaded in the background.

On the other hand, if more employees are complaining of a slow internet connection, these can be the possible
help desk solutions:

Create more WiFi hotspots in the office so that internet signals are strong even at corner desks.
Make it a strict company policy to prevent users from downloading heavy files such as movies or games during
office hours. You can even block torrent sites.

Why Do Businesses Need Help Desk Software?

In order to tackle the most common help desk problems, you not only need a well-trained support team but also the
right help desk software. An extensive IT tool such as ProProfs Help Desk will allow your team to manage all
customer as well as employee requests.

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Track All Support Conversations in One Place: No matter if a team member contacts to request a new hardware or
a customer shares an email to register a product complaint, all conversations can be easily tracked and managed
in a shared inbox.
Create a Self-Service Knowledge Base: As we discussed above, a lot of common help desk tickets can be resolved by
end-users themselves. For instance, if you create a dedicated help center page with steps to reset an account
password, you will see a significant reduction in your support ticket volume.
Measure User Satisfaction & Agent Performance: The help desk tool gives you the option to share automated
surveys with end-users to measure their satisfaction or overall experience. Moreover, with the help of insightful
reports, you can gauge agent performance and reward them accordingly.
It’s Time to Rise Above Help Desk Problems!
Help desk problems can come in all shapes and sizes. However, experiencing common day to day issues doesn’t
necessarily mean the end of the world. Every new issue brings an opportunity for you to improve your process and
ensure such mistakes are avoided in the future.
For the smooth running of different business departments, you need an extensive help desk system. You can not
only track every support issue until it is marked as closed but also, encourage users to resolve common problems
via self- service options. Just remember- there is always a solution!

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 SELF – CHECK 3.1.2
INDUSTRY MAINTENANCE, SERVICE AND HELPDESK PRACTICES, PROCESSES AND PROCEDURES

ENUMERATION TEST

Directions: List down or enumerate what are being asked on each of the following item.

1-10) What Are the Top 10 Most Common Help Desk Problems & Their Solutions?
1. “I had to wait for 15 minutes on hold over the phone.”
2. “I’m unable to log in to my account.”
3. “My card is getting declined.
4. “When will the product be back in stock?”
5. “The help desk staff seemed inattentive and lacked dedication.”
6. “My system is running too slowly.”
7. “I can’t help but stare at the blue screen of death.”
8. “My PC is shutting down after irregular intervals for no reason.”
9. “The printer never seems to work.”
10. “The internet is really… really slow today.”
11-20) Why Do Businesses Need Help Desk Software?

In order to tackle the most common help desk problems, you not only need a well-trained support team but
also the right help desk software. An extensive IT tool such as ProProfs Help Desk will allow your team to
manage all customers as well as employee requests.

Track All Support Conversations in One Place:

Create a Self-Service Knowledge Base:
Measure User Satisfaction & Agent Performance:
For the smooth running of different business departments, you need an extensive help desk system. You
can not only track every support issue until it is marked as closed but also, encourage users to resolve
common problems via self-service options. Just remember- there is always a solution!

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 ANSWER KEY 3.1.2
INDUSTRY MAINTENANCE, SERVICE AND HELPDESK PRACTICES, PROCESSES AND PROCEDURES
1-5
• Computer problem – The computer is slow You involved all relevant stakeholders when defining the problem
• Computer problem – The computer keeps restarting Your problem statement includes:
• Computer problem – The keyboard, mouse, printer, or other peripheral devices are not working properly
• Computer problem – Application command does not work.
• Computer problem – Internet speed is slow

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 INFORMATION SHEET NO.3.1.3 INDUSTRY STANDARD DIAGNOSTIC TOOLS

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify and diagnose hardware and software problems

Diagnosis is a very important and essential fault tolerant computing technique involved in maintenance. It is an
action of investigation and determining the cause of a problem, or error, in location and nature. As it’s generally
classified into retrospective approach and predictive approach, with two basic approaches of specification-based
diagnosis and symptom-based diagnosis. Symptom-based diagnosis is considered more plausible towards future
work in FTC. Specification-based diagnosis typical with black-box testing is the major diagnosis approach for
embedded system.

What are the different types of diagnostic tools used to determine the causes of computer problems?

No matter who you are, whether newbie or veteran, your Windows system will eventually run into problems that
aren't so easy to diagnose. (Don't worry, it happens on other operating systems too.) When that happens, what do
you do?

You could hire somebody to troubleshoot the problem for you, but that should be a last resort. There's no need to
pay someone when you can easily figure out the problem on your own using tools you can download for free.

We recommend giving these tools a try first. You might be surprised by how much you can solve with these alone!
If you STILL can't fix the issue, then sure, bring in the cavalry.

Windows System Diagnostic Tools

Hardware problems can be a huge pain in the neck on Windows. They tend to occur most often when you're using
an older version of the operating system (e.g., Windows 7 or Windows 8) or a cutting edge version (e.g., Windows
Insider).

But sometimes, you just want to know which hardware you're using. These are the tools you should absolutely
know how to use for any of these use cases.

1. HWiNFO

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HWiNFO is the most comprehensive system summary tool by a long shot. It displays all information about your computer
—from the CPU temperatures to fan voltages. In fact, if you are using a Ryzen processor, this should be your go-to PC
checker as alternatives such as CPU-Z have been known to show incorrect readings.

It's a good tool to have when you want the most accurate readouts of everything related to your computer
components.

2. Performance Monitor

As in older versions of the operating system, Windows 10 has a Performance Monitor, except now it exists as an
app. Once launched, look at the sidebar. Under Monitoring Tools, you should see Performance Monitor.

By default, the Monitor only shows "% Processor Time" which displays how much of your CPU is being used at any
given time, but you can add more Counters such as disk usage, energy used, paging file size, search index size, and
more.

3. Reliability Monitor

The Reliability Monitor is a hidden tool that's been around since Windows Vista, yet so many people have never
even heard of it. It's in the Control Panel under System & Security > Security & Maintenance > Maintenance > View
reliability history.

Here you'll see a history of your system and a timeline of events and errors that occurred during a given time
period. The blue line is an estimate from 1 to 10 of how stable your system is over time.

If something is crashing a lot, this is a good place to look because you can select the error and Check for a solution.

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Windows Network Diagnostic Tools
Whether you're using Wi-Fi or Ethernet, there's a good chance you're going to run into network problems. It's one
of the most common problems to have these days. That's why you need these tools.

4. WiFi Analyzer

WiFi Analyzer is a free tool that does exactly what its name says: it analyzes your Wi-Fi network's setup to see
whether your wireless channel is interfering with other nearby Wi-Fi networks.

Once analyzed, it will recommend a channel setting for you. It's not perfect, especially in crowded apartments and
dense cities, but in some cases, it can boost your Wi-Fi speed and reliability by a significant amount. It's worth
trying!

Download: WiFi Analyzer

5. SoftPerfect Network Scanner

SoftPerfect Network Scanner is an easy-to-use tool that detects any device that may be connected to your network.
This utility supports both IPv4 and IPv6 discovery.

You can use it at home to see how many devices are connected to your network (to check if anyone is mooching
off of your Internet) or find the IP address of a specific device (such as your smartphone). Users can initiate remote
shutdowns as well.

Windows Drive Diagnostic Tools

6. CrystalDiskInfo

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Ever wondered if your hard disk drive or solid-state drive was in good condition? It's not easy to find out, especially
with newer SSDs that can die before you even realize something's wrong. (Learn the warning signs of a failing
SSD!)

Well, that's where CrystalDiskInfo comes into play.

This simple program gives you a complete overview of the state of your data drives, including HDDs, SSDs, and
USB drives. Details include temperature, spin-up time, uptime, error rates, and more. It also calculates an overall
Health Status.

Note that it has a sister program called CrystalDiskMark, which you can use to benchmark your data drives (i.e.,
see how fast they can read and write data).

Download: CrystalDiskInfo

7. WinDirStat

WinDirStat is a must-have application as far as I'm concerned. I've used it regularly for many years now, and it has
never disappointed me. It stands for Windows Directory Statistics, and it does exactly what it says.

In short, it scans your data drives and tells you how much space is used up by various folders and files, all
displayed in a neat tree-based hierarchy and a detailed graph view.

Not only is WinDirStat perfect for visualizing where your data is stored, but it's also fantastic for cleaning up lost
files and recovering disk space.

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8. Windows Disk Management

Windows Disk Management is the in-built disk utility to manage partitions in Windows 10. The tool also allows
users the check the health of the SSD or HDD and create new partitions.

Through this utility, you can also scan any partition for potential errors as well. To do this, right-click the partition
you want to scan, then go to Properties > Tools > Check.

Please note, administrator privileges are required to perform this operation.

Windows Memory Diagnostic Tools

RAM problems are another common issue for computers at home. (Learn more about RAM here.) These days, it's way
too easy to run out of physical RAM, which can lead to system slowdowns and even crashes. Fortunately,
diagnoses are usually straightforward.

9. Resource Monitor

Windows has a feature called the Resource Monitor, which was implemented back in Vista. Traditionally, you'd
have to launch it through the Task Manager, but it's now a separate app in Windows 10 that you can launch
through the Start Menu.

The Resource Monitor is an advanced way to view real-time data about your system and is usually used in
conjunction with the Performance Monitor. However, I mainly use it for viewing process details and memory usage.
Indeed, it's one of the easiest ways to troubleshoot RAM problems.

10. Windows Memory Diagnostic

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Did you know Windows actually has a built-in tool that can physically test your RAM modules to check if they're free
of errors? An app called Windows Memory Diagnostic. It's functionality can give even the best computer diagnostic
and repair software a run for its money.

Using it will restart your computer. On boot up, the tool will run several tests on your RAM, and if it encounters any
errors or failures, it will do its best to let you know which module is the culprit. You should replace that module
ASAP.

Windows Display Diagnostic Tools

11. JScreenFix

Look carefully at your screen. Do you see any spots that aren't caused by flecks of dust? If so, you may have a stuck
pixel, which is a pixel that's stuck on a certain color. These can be super annoying.

Using JScreenFix is a one of the ways to can fix a stuck pixel on your computer. All it does is flash the area of the
screen with the stuck pixel with hundreds of different colors every second. This should unstick the pixel after about
ten minutes.

Does it always work? No. Sometimes a stuck pixel will be stuck forever due to a physical defect in the screen. But
JScreenFix has a success rate of over 60 percent, so give it a try if you have a stuck pixel of your own.

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12. PixelHealer

PixelHealer is a free but one of the most highly effective software diagnostic tools that you can use to revive a dead
pixel. Unlike Jscreen Fix, this utility does require users to download it, but the file size is less than 100KB, so it
shouldn't take much time.

Its sister app, InjuredPixels, can be used to detect dead, stuck, or hot pixels, which in turn, can be fixed by PixelHealer.
The application flashes RGB colors over dead pixels in order to revive them.
Both applications come with a portable installer that eliminates the need for installing them. Users can just unzip
the file and run the program.

Windows Malware Diagnostic Tools

13. AdwCleaner

Not many people know about AdwCleaner, which is a shame because it's fantastic and deserves more recognition.
It's just a simple malware scanner, but it's fast, efficient, and free, which is all anyone can ask for.

It's mainly designed to target malware that comes bundled with installer files, so it detects adware, toolbars,
unwanted programs, browser hijackers, etc. Scan results are sorted as services, files, DLLs, scheduled tasks,
registry entries, and more.

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14. Malwarebytes

Malwarebytes has been the king of malware scanners for many years now. Most people have heard of it at least
once, but if you haven't, know that many folks consider this a must-have application on every computer.

Note that Malwarebytes comes in both Free and Premium versions. The Free version is great, of course, and it's
more than enough for most home users, but the Premium version has all kinds of advanced features that are
awesome. Learn more about why Malwarebytes Premium is worth the money.
15. ClamWin

ClamWin may look primitive, but don't let that fool you. It's one of the best free antivirus scanners currently
available. The scans can take a while, but it detects pretty much everything, so the trade-off is worth it.

Why use ClamWin? Because it's open-source, unlike the above-mentioned alternatives. This is important if you
want to verify that a program is doing what it claims to be doing, especially if it is a security application. You can
never be too careful.

Diagnose Your PC's Problems With These Tools

We hope you'll find these tools useful. Will you need ALL of them? No, probably not. Just pick the ones that seem
valuable to you and forget the rest, at least for now.

You can always bookmark this page and refer back to it if you ever stumble into an issue that you've never seen
before. Just remember to reboot before troubleshooting.

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 SELF – CHECK 3.1.3
INDUSTRY STANDARD DIAGNOSTIC TOOLS

I. MATCHING TYPE
Directions: Match the meaning and functions in Column A with the terms in Column B. Write only the letter of
your answer.
Column A Column B
1. Reliability Monitor a. is the most comprehensive system summary tool by a long
shot.
2. WiFi Analyzer b. By default, the Monitor only shows "% Processor Time"
which displays how much of your CPU is being used at any
given time, but you can add more Counters such as disk
usage, energy used, paging file size, search index size, and
more
3. HWiNFO c. is a hidden tool that's been around since Windows Vista, yet
so many people have never even heard of it. It's in the
Control Panel under System & Security > Security &
Maintenance > Maintenance > View reliability history
4. SoftPerfect Network Scanner d. is a free tool that does exactly what its name says: it
analyzes your Wi-Fi network's setup to see whether your
wireless channel is interfering with other nearby Wi-Fi
networks.
5. CrystalDiskInfo e. This simple program gives you a complete overview of the
state of your data drives, including HDDs, SSDs, and USB
drives. Details include temperature, spin-up time, uptime,
error rates, and more
6. WinDirStat f. is an easy-to-use tool that detects any device that may be
connected to your network.

7. Windows Disk Management g. it scans your data drives and tells you how much space is
used up by various folders and files, all displayed in a neat
tree-based hierarchy and a detailed graph view
8. Performance Monitor h. is a one of the ways to can fix a stuck pixel on your
computer.
9. Windows Memory Diagnostic i. is an advanced way to view real-time data about your system
and is usually used in conjunction with the Performance
Monitor
10. Resource Monitor j. Windows Disk Management is the in-built disk utility to
manage partitions in Windows 10. The tool also allows
users the check the health of the SSD or HDD and creates
new partitions.
k. Built-in tool that can physically test your RAM modules to
check if they're free of errors?

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 ANSWER KEY 3.1.3
INDUSTRY STANDARD DIAGNOSTIC TOOLS
1. c
2. d
3. a
4. f
5. e
6. g
7. j
8. b
9. k
10. i

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 INFORMATION SHEET NO.3.1.4 MALFUNCTIONS AND RESOLUTIONS

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify and diagnose hardware and software problems

Common computer problems arise due to some small malfunctioning either in the software or hardware. Their
solutions are often easy to apply.

Admit it, we all face them in our day to day lives when using a PC. So, don’t be panic. In today’s article, I will point
out the top 10 common PC problems and how to fix them by yourself.

10 Common PC Problems and Solutions

1. Computer won’t turn on

This is probably the no.1 problem faced by many of us. To understand this problem, you can compare it to our
human body.

When we are sick, we often get a fever. It’s the body mechanism to fight infection. In the same way, when the
computer faces any problem, it usually won’t turn on until you fix that.

There are hundreds of reasons why a PC won’t boot up. The issues can range from power supply failure to virus
infection. Normally, by following the steps given below, your computer should be able to start.

Solutions:
1. Check the power supply
If it’s a laptop, a loss of power could result from a battery that has completely run out of charge. So, the
first thing to do is to plug it in and leave it to charge for a few hours. If that doesn’t work, it could mean
the charger is faulty, so, if you can try a different charger. If the charger has a power indicator, check
whether it lights up when you plug it in.
If your PC is a desktop computer and doesn’t start, check that it’s not the plug socket at fault by plugging
it into a different socket. If that doesn’t work, it could be that the power supply in your PC has failed.

2. Make sure the monitor or display is functional

If you can see that your PC has power, because the fans start-up or the power lights come on, but nothing else
happens, there are a couple of possible faults.

If you have a desktop PC connected to an external monitor, it could be the display that’s faulty. Check the
power connection to the monitor and that it’s properly connected to your PC. Try disconnecting it and

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 reconnecting it. If that doesn’t work, try connecting a different monitor, if possible. That way you’ll be
able to either determine it’s the monitor’s fault or rule it out.

If you have a laptop, or if you’ve ruled out the external display, it could be that your PC is in sleep mode and
is having trouble waking. To check that, shut it down completely and restart from cold. To do that, hold down
the power button for 5 seconds and then press it again to start your PC.
3. Eliminate external hardware
If none of the steps above work, the peripherals could be the culprit. This could either happen because of
electrical issues or external hardware failures.

After doing this, try restarting the system again to see if it works or not. If it doesn’t, move on the next final
step.
4. Reinstall system
If none of the steps work, the last thing you would want to do is to reinstall your Windows. Because till this
point, you can be sure that it’s the software and not a hardware issue.

Since you can’t turn your computer on, there’s no way to get access to your file. However, there are methods
to backup your files from the hard drive. A clean installation will help to reset everything back to normal,
should your system is infected or corrupted.

2. Slow Internet
Nothing can be more frustrated than a slow internet connection. I know, you can’t enjoy that famous Netflix show or
stay connected on Facebook.

But this problem is usually pretty easy to deal with. The problem lies in 2 areas, i.e. internal issue ( issues related to
your internet appliance) and external ( related to your Internet Service Provider )

Solutions:
1. Restart the modem
This solution is just like how you would resolve any gadgets. Sometimes a power fluctuation or overused of
the internet modem can overload it.

In order to reset everything back to normal, simply switch off the modem, wait for few minutes and turn it
back on. You should be good to go in most cases.

2. Fix your wifi signal

Speaking of wifi, you might find that your router and internet are fine, but your wireless signal is weak. This
can cause a slowdown—or, at minimum, a latency-filled browsing experience. In that case, you may need to
reposition, tweak, and boost your router with a few tricks.

3. Kill any unwanted background software

Sometimes, background processes like software updates or any other programs that require internet maybe
pulling your data, hence slow down your internet speed.

By simply check your task manager, you can see the list of this software and are able to kill them off. Turn off any
automatic updates in the setting and this should help.

4. Contact your ISP

If none of the above works, your problem is maybe an external issue, i.e. from your internet service provider.

This could be something like a network upgrade, bad weather, wires fixing, etc. Definitely, they will assess your
internet signal and inform you of the necessary action to take.

3. PC Becoming Slow
I know that kind of feeling you feel when it takes like 5 minutes to open just an app. Well, this is another common
computer problems people face in their daily lives.

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The root cause is usually due to the duration of how long you have been operating the PC. A computer that is older
than 2 years will experience this, regardless of their specifications.

Solutions:
1. Find resource-hungry program
With your system full of programs, there will definitely be one or two programs that use lots of your
resources, for instance, a ram.

To find out, open the Task Manager. You can right-click your taskbar and select the “Task Manager” option
or press Ctrl+Shift+Escape to open it. On Windows 8, 8.1, and 10.

Click the “CPU,” “Memory,” and “Disk” headers to sort the list by the applications using the most resources.
If any application is using too many resources, you might want to close it normally — if you can’t, select it
here and click “End Task” to force it to close.

2. Disable startup program

Autostart programs during system startup can be the major reason why your PC is slowing down.

On Windows 8, 8.1, and 10, there’s now a startup manager in the Task Manager you can use to manage your
startup programs.

Right-click the taskbar and select “Task Manager” or press Ctrl+Shift+Escape to launch it. Click over to the
Startup tab and disable startup applications you don’t need.

Windows will helpfully tell you which applications slow down your startup process the most.

3. Scan for malware and adware

Day-to-day usage of computers can make you accidentally catch malware and adware.

These are usually small malicious programs, caught from the internet when we browse or download
something.

These programs are designed to steal your information and to that, they have to transfer information over
the internet, which can potentially slow down your system.

To remove them, simply use your built-in anti-virus software to scan and detect. For more information on
how to remove spyware and adware, check out my article here.

4. Windows Update Problem

Windows update errors can occur due to a bunch of reasons. Causes include Windows piracy, core files missing,
license issues, etc.

The problem is, however, not that serious. But if you still want to have the latest software and security installed, you
have to fix it.

Solutions:
The solution is quite straight forward. With an in-built error detection and troubleshooting, Windows has its own
mechanism to fix this.

But if you still cannot fix it, I recommend going through the official Microsft Windows update errors fixing
walkthrough here.

5. Noisy Hard Drive

Hard drives are usually nearly silent but some do make a muted clicking sound when they’re being accessed or
turned off — this is completely normal.

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On the other hand, if you start hearing noises only occasionally or noises that you’ve never heard before — like
clicking, grinding, vibrations, or squealing — your hard drive may be failing.

Solutions:
1. Make sure the sound comes from the hard drive
Usually, when we hear the sound from our computers, it’s a hard drive sound. So when the sound
suddenly gets louder, we assume that it’s from the hard drive.

To check this, you can simply unplug the power and data cables from the hard drive and reboot the
system. If you still hear the sound, the issue is not with the hard drive.

2. Run a diagnostic software

If you’re certain that the sound comes from the hard drive itself, you can run free hardware diagnostic
software which is already available on many computers or available on the internet.

3. Replace the hard drive

If the diagnostic software fails, it simply means there is an issue related to the hardware of the drive. If in
that case, there is nothing you can do except to replace it.
Remember to make a backup of your files before replacing it.

6. PC Fan Not Working

Another common computer hardware problem here. However, people usually get panic when the fan stops working.

In reality, that it is normal behaviour for the CPU fan to stop spinning when the CPU temperatures are low or you
are not running any power-hungry applications.

In most cases, it’s happening due to the motherboard, and not the fan itself.

Solution:
1. Determine the root cause
As mentioned, the motherboard is usually the main reason why the fan stops spinning. This could happen
because the fan isn’t installed well on the board or there’s a problem on the board wires.

To check this, simply connect the fan to the external power source and see if it’s still working. If not, then
the problem is with the fan itself.

2. Assess the fan

Three common issues related to the fan are:

CPU Fan Save Dusts

The Bearing of the CPU Fan is Stuck
CPU Fan is Broken
For the first case, you can simply clean it with a cloth. For the second and third cases, which are the more
serious case here, you need to hire professional computer repair service to replace the part.

7. Printer Isn’t Printing

There are many reasons why your printer won’t print, so start with the basics such as checking to see whether
there is an error message or warning light on the printer.

Make sure there is paper in the tray(s), check the ink or toner cartridges aren’t empty, the USB cable is plugged in
or the printer is connected to Wi-Fi.

The solution provided below will help you solve most of the underlying issues.

Solution:

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 1. Restart the printer
By simply cancel all the active printing work and restart the printer can do many wonders.

This is because the printer might be overloaded or the new ink cartridges are being installed. So to get the
things in place, simply restart the device.

2. Check for issues on the computer

Every printer has its own driver and is connected to the computer. So should there be any issues related to
it, the system will display that, along with the device troubleshooting mode.

Mostly things can be fixed at this point. Make sure your printer driver is up to date and is functioning
normally.

8. Blue Screen Of Death (BSOD)

A Blue Screen of Death (BSoD) — also referred to as “blue screen,” “stop error,” or just “system crash” — will
happen after a critical error that the system is unable to process and repair automatically.

Usually, you may see a blue screen while upgrading to a new version of Windows, during startup, or suddenly while
actively using the computer, and the most frustrating thing is that it’s just a screen with a blue background and a
sad character face without enough information to figure out the problem.

Solutions:
1. Check that there is enough space for updates
BSOD is usually a problem occurring due to corrupted files, file system failures and system spaces.

Sometimes, your system space may get filled during the update, causing some of the files to be missing,
hence resulted in a corrupted file.

2. Scan your system for viruses

Some viruses can cause a Blue Screen of Death, especially ones that infect the master boot record (MBR)
or boot sector.

3. Update your hardware drivers

Most Blue Screens of Death are hardware or driver related, so updated drivers could fix the cause of the
STOP error.

4. Return BIOS settings to their default levels.

An overclocked or misconfigured BIOS can cause all sorts of random issues, including BSODs.

5. Perform diagnostic tests on all hardware you’re able to test

It’s highly likely that the root cause of any given Blue Screen of Death is a failing piece of hardware

9. Computer Freezes
A slow or aged computer can freeze from time to time. The main reason behind this is due to lack of enough
resources.

Before regularly encounter this problem, your Windows should start becoming slow first. To fix that, you can read
the above point.

10. System Automatically Restart

Last but not least for common computer problems here, and quite the most frustrated one too!

There are many reasons for this problem. It can be a result of various issues, including corrupted drivers, faulty
hardware, and malware infection, among others.

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It can be difficult to pinpoint exactly what keeps your computer in a reboot loop. In most cases, it usually
happens after the Windows update.

Solutions:
1. Deleting bad registry files
Before you do this, you have to be completely confident that you can complete the process without making
any mistake.

Keep in mind that the Windows Registry is a sensitive database. Even misplacing a comma can cause
damages to your computer! As such, I suggest you opt for a one-click solution like Auslogics Registry Cleaner.

This freeware automatically searches for duplicate or corrupted registry files.

2. Updating drivers
When your drivers are outdated, it is possible for your computer to get stuck in a reboot loop. This is
because your devices are not able to properly communicate with your system.

As such, it is important to check if your drivers are up to date

3. Checking hardware issues

In some cases, a computer may keep on restarting because of faulty hardware. The three main hardware
to check on are:

RAM
CPU
External Devices
4. Scanning for viruses or malware
It is possible that your computer has been infected by a virus or malware – that is why it keeps on
restarting. You can run a complete virus scan by using Windows Defender.

On the other hand, you can also opt for 3rd party programs like AVG antivirus or Trend.

Recap
Here are the 10 computer problems and solutions:

Computer won’t turn on

Slow Internet
PC Becoming Slow
Windows Update Problem
Noisy Hard Drive
PC Fan Not Working
Blue Screen Of Death (BSOD)
Computer Freezes
Printer Isn’t Printing
System Automatically Restart
Conclusion

And that’s all for the top 10 common computer problems and their solutions. These problems can occur in day-to-
day life and can be very frustrating.

Some of them can be easily fixed by yourself, whereas in some cases, these common problems can prove to be serious
ones.

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 SELF – CHECK 3.1.4
MALFUNCTIONS AND RESOLUTIONS

ENUMERATE THE FOLLOWING: COMMON PC PROBLEM AND THEIR SOLUTION

A. Computer won’t turn on

B. Slow Internet
C. PC Becoming Slow
D. Windows Update Problem
E. Noisy Hard Drive

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 ANSWER KEY 3.1.4
MALFUNCTIONS AND RESOLUTIONS

1. The issues can range from power supply failure to virus infection. Normally, by following the steps given below,
your computer should be able to start.
• Check the power supply
• Make sure the monitor or display is functional
• Eliminate external hardware
• Reinstall system
2. The problem lies in 2 areas, i.e. internal issue ( issues related to your internet appliance) and external ( related
to your Internet Service Provider )
• Restart the modem
• Fix your wifi signal
• Kill any unwanted background software
• Contact your ISP
3. The root cause is usually due to the duration of how long you have been operating the PC. A computer that is
older than 2 years will experience this, regardless of their specifications.
• Find resource-hungry program
• Disable startup program
• Scan for malware and adware
4. The problem is, however, not that serious. But if you still want to have the latest software and security installed,
you have to fix it.
• The solution is quite straight forward. With an in-built error detection and troubleshooting, Windows has its
own mechanism to fix this. But if you still cannot fix it, I recommend going through the official Microsft
Windows update errors fixing walkthrough here.
5. On the other hand, if you start hearing noises only occasionally or noises that you’ve never heard before — like
clicking, grinding, vibrations, or squealing — your hard drive may be failing.
• Make sure the sound comes from the hard drive
• Run a diagnostic software
• Replace the hard drive

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 LEARNING EXPERIENCES

LEARNING OUTCOME NO.2: LOOK FOR SOLUTIONS TO ROUTINE PROBLEMS

Learning Activity/Guide Special Instruction
• Read Information Sheet 3.2.1 on Current industr • Perform all activities required.
hardware and software products and services • You must get a rating of 80 to 100%. If
• Answer Self-Check 3.2.1 on Current industr you get below 80% rating, go over the
hardware and software products and services same activities.
• If you get the required rating,
• Compare Answers to AnswerKey proceed to the next activities.
• Perform Task Sheet. No.3.2.1 on
Current industry hardware and software products and
services
• Read Information Sheet 3.2.2 on Industr • Perform all activities required.
maintenance, service and helpdesk practices • You must get a rating of 80 to 100%. If
processes and procedures you get below 80% rating, go over the
• Answer Self-Check 3.2.2 on Look for Industry same activities.
maintenance, service and helpdesk practices, • If you get the required rating,
processes and procedures proceed to the next activities.
• Compare Answers to AnswerKey
• Perform Task Sheet. No.3.2.2 on
Industry maintenance, service and helpdesk
practices, processes and procedures
• Read Information Sheet 3.2.3 on Operatin • Perform all activities required.
systems • You must get a rating of 80 to 100%. If
• Answer Self-Check 3.2.3 on Operating you get below 80% rating, go over the
systems same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next activities.
• Perform Task Sheet. No.3.2.3 on
Operating systems

• Read Information Sheet 3.2.4 on Industry standard • Perform all activities required.
diagnostic tools • You must get a rating of 80 to 100%. If
• Answer Self-Check 3.2.4 on Industry standard you get below 80% rating, go over the
diagnostic tools same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next activities.
• Perform Task Sheet. No.3.2.4 on
Industry standard diagnostic
tools
• Read Information Sheet 3.2.5 on Malfunctions and • Perform all activities required.
resolutions • You must get a rating of 80 to 100%. If
• Answer Self-Check 3.2.5 on Malfunctions and you get below 80% rating, go over the
resolutions same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next activities.
• Perform Task Sheet. No.3.2.5 on
Malfunctions and resolutions

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• Read Information Sheet 3.2.6 on Root cause analysis • Perform all activities required.
• Answer Self-Check 3.2.6 on Root cause analysis • You must get a rating of 80 to 100%. If
you get below 80% rating, go over the
• Compare Answers to AnswerKey same activities.
• Perform Task Sheet. No.3.2.6 on • If you get the required rating,
Root cause analysis proceed to the next activities.

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 INFORMATION SHEET NO.3.2.1 CURRENT INDUSTRY HARDWARE AND SOFTWARE PRODUCTS AND SERVICES

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify the problem in hardware and software of the industry and look for solution
• Identify the problem in products and services and look for solution

11 Common Computer Issues (and How to Fix Them)

Regardless of the industry you work in, computers play a vital role in the productivity of your organization. And for
the most part, new software and hardware advancements released over the years have made you more efficient
than ever before.

But if you’re regularly using computers in your day-to-day processes, you’ll eventually run into some technical
problems that need your attention. Thankfully, there are steps you can take to remedy the issues and carry on with
your workday.

Here are eleven common computer issues and how you can fix them.

1. PC Keeps Disconnecting From Wi-Fi

If your PC keeps disconnecting from Wi-Fi, this could be due to several reasons such as outdated network drivers, a
faulty network card, or even security software that’s blocking your connection.

To fix this issue, start by checking for any updates to your network drivers and installing them if necessary. Another
option is to check your network adaptor power management options. Windows is optimized to save power by
turning off specific devices when they’re not in use, but this can sometimes cause problems with the network
connection.

To disable this feature first go to Start > Device Manager. Expand network adaptors in the list and double-click on it
to open the Properties window. Then go to the Power Management tab and uncheck the option that says “Allow the
computer to turn off this device to save power”. Finally, click OK to save the changes.

2. Keyboard Issues
If you have encountered the issue where your keyboard is making a clicking noise but not typing, you might have
enabled toggle or filter keys. To disable them open up the Control Panel. Click on Ease of Access and then select
Change how your keyboard works from the list.

Scroll down to the bottom of the next window and uncheck both the Turn on Filter Keys and Turn on Toggle Keys
options. Click OK to save your changes and test out your keyboard to see if the issue has been resolved.
3. PC Isn’t Powering On
If your PC is being stubborn and refusing to turn on, the first thing you should do is check all the cables and
connections to make sure everything is secure.

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If that doesn’t work, try holding down the power button for a full minute to see if that will reset things. You can
also try removing the battery (if it’s a laptop) and plugging the computer into an outlet to see if it will power on that
way. If you are a desktop user try replacing the power cable of the monitor with the CPU.

You should disconnect all external devices before you try this so that you can rule out any of them being the problem.

4. Search Field Missing From Start Menu

If the search field is missing from your Start menu, it may have been disabled by a program. To fix this, open the
Start menu and click on Control Panel. Click Uninstall a Program under Programs. Click Turn Windows features on
or off.

Make sure that the Windows Search box is checked. If it’s not, check the box and click OK. This will enable the
search feature and add the search box back to your Start menu.

5. File Doesn’t Open Up in Default Program

This is a relatively minor issue, but if you’re trying to open up a file and it opens in the wrong program, it can still be
frustrating.

To fix this, simply right-click on the file whose default program you want to change and select “Open With.” Click
“Choose Another App” from the menu, or it could be labeled as “Other”. Check the box that says “Always use this
app” and then select the program you want to open the file in from the list.

6. Slow Performance
You may start to notice slower performance in applications you use every day. That’s likely a problem stemming
from your operating system. Typically, this is a result of fragmentation on your C drive (C:). It’s not a big problem –
easily resolved by doing some basic software cleanup. Run a quick system check from your Task Manager to see
which applications are taking up the most CPU and RAM resources.
Remove any unnecessary programs or processes running in the background that you don’t use. In the unlikely
event that there are more complicated hardware issues to contend with, operating systems now come pre-
programmed with a suite of free diagnostic and troubleshooting tests you can run to narrow down the problems.

7. Loud Noises From Computer

You may begin to hear loud clicking or grinding noises from your computer. If so, it’s almost certain that you are
dealing with some type of hardware failure. There is a range of possible issues when you hear loud noises, but it
will likely stem from the rotary functions of your cooling fans or hard drive(s).

If you open the computer case and notice that the cooling fans are the culprits for the noise, it’s probably time to
change them out. Cooling fans themselves are relatively inexpensive and easy to change with a screwdriver. CPU fans,
power supplies, and graphics cards are other possible areas you should inspect. Keep in mind that these replacements
can be a bit more expensive.

8. Computer Constantly Freezes

Computers are complex machines that manage multiple processes without you even seeing them. This complexity can
sometimes cause your computer to freeze or not respond to your actions. Nine out of 10 times you can remedy this
simply by rebooting your system. In the event that you are experiencing constant freezes, it could be a sign of
insufficient system memory, registry errors, corrupted files, or even spyware. You should check each of these
potential issues one by one until the problem is rectified.

Running system checks in the background will tell you if you don’t have sufficient memory in your system for the
applications you use. Antivirus and malware programs can run a more thorough check. They can see if your
system’s resources are being impacted by viral infections and registry errors. They’ll help you correct them, too.

9. Internet Browsing Is Slow or Unresponsive

If your internet is slow or unresponsive, it could be a combination of software and hardware issues. But if you’ve
already checked that your WiFi or LAN network connection is active and strong, the lag could result from conflicts
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in

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the IP address registration. That can be fixed by rebooting your modem or router. If it still doesn’t fix the issue, the
problem could be the browser you are using.

Over time, browser performance can bog down from a large browsing history and cache. There may also be failing
browser extensions that slow down performance. Make a practice of clearing your internet search history and
cache regularly to keep your browser running efficiently. If all else fails, you can try reinstalling your browser or
using a different one altogether to see if you experience the same issues.

10. You’re Seeing a BSOD (Blue Screen of Death)

There is nothing scarier than working on an important document only to be greeted by the BSOD (Blue Screen of
Death). This STOP error is almost certainly hardware-related and unfortunately, could signal significant system
failures. However, it’s not necessarily hopeless. In fact, a simple reboot could be all you need to fix the issue.

In most cases, however, further diagnostics are necessary to find the cause of the issue. If the blue screen
appears, you’ll see a line of white text that identifies the problem your computer is having. You can easily look
these codes up online to narrow down the issue and work toward a solution or seek assistance.

11. Screen Display Is Truncated or Has Low Resolution

If you restart your computer and see that the resolution has changed or desktop icons and texts are truncated, it’s
usually related to your graphics card. Many times, you simply need to update your graphics drivers. If you know the
brand or model of your card, you can go to the manufacturer’s website and download the latest software for the
device.

If taking this step still doesn’t fix the issue, there could be larger issues with your hardware. In rare cases, you may
need to replace the graphics card altogether to solve the issue. However, in most cases, the issue is software-
related.

Remember that experiencing computer issues is not the end of the world. It doesn’t necessarily mean you need to
spend a ton of money on system upgrades. As issues arise, take the time to better understand the cause of
problems and work through possible fixes. If all else fails, there are plenty of IT support services available that can
handle a more thorough analysis of your systems and offer workable solutions.

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 SELF – CHECK 3.2.1
CURRENT INDUSTRY HARDWARE AND SOFTWARE PRODUCTS AND SERVICES

ENUMERATE THE FOLLOWING: Give at least 5 common computer Issues (and How to Fix Them)

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 ANSWER KEY 3.2.1
CURRENT INDUSTRY HARDWARE AND SOFTWARE PRODUCTS AND SERVICES

1. PC Keeps Disconnecting From Wi-Fi

2. Keyboard Issues
3. PC Isn’t Powering On
4. Search Field Missing From Start Menu
5. File Doesn’t Open Up in Default Program
6. Slow Performance
7. Loud Noises From Computer
8. Computer Constantly Freezes
9. Internet Browsing Is Slow or Unresponsive
10. You’re Seeing a BSOD (Blue Screen of Death)
11. Screen Display Is Truncated or Has Low Resolution

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 INFORMATION SHEET NO.3.2.2 INDUSTRY MAINTENANCE, SERVICE AND HELPDESK PRACTICES, PROCESSES AND
PROCEDURES

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify the problem in industry maintenance and services
• Identify the problem in helpdesk and procedures

4 Common Maintenance Problems and How to Resolve Them

Many maintenance departments today “fight fires” instead of approaching their problems systematically. Prevention
is a far better goal than trying to solve problems as they arise. While this strategy may be a little costly at first, it is
not nearly as expensive as allowing problems to occur.

Maintenance problem-solving is primarily concerned with four areas: maintaining critical systems, fixing the
problem quickly and faster than the last time, determining what is causing the breakdown to happen so frequently,
and identifying the 20 percent of breakdowns that are consuming 80 percent of your resources.

This article focuses on the four common types of maintenance problems with the ultimate goal of helping you to
prevent or at least minimize each type.

Problems vs. Difficulties

A problem is a situation that can be characterized by a gap between your existing circumstances and where you do
or do not want to be. The gap cannot be eliminated or maintained through obvious methods. Some analysis and
creativity are required to define a situation as a “problem.” Visualizing a problem as a gap can be a useful
technique. Usually you want to overcome the gap, but sometimes you wish to maintain it. An example would be
painting an object to prevent deterioration.

If you can see a solution and all it takes is good planning, then the situation confronting you should be termed a
“difficulty” rather than a problem. Of course, if you are experiencing many of these difficulties, there may be a
common root cause that could define a problem.

Where Maintenance Issues Originate

Issues are caused by your goals or a lack of them. You may have an overall goal of wanting your plant to run
efficiently with few interruptions, but unless you translate that general goal into viable sub goals, you will experience
problems. Establishing specific sub goals is essential if you wish to control the magnitude and number of the
inevitable problems. Otherwise, having no goals or only general ones will magnify those problems. Often a
disturbance (problem) will force you to ask, “What (unrecognized) goal do I have that is being thwarted by this
situation?” Asking this question may cause you to reassess the goal.

4 Types of Maintenance Problems

The four common types of maintenance problems can be categorized as identification, cause/effect, means and
ends. Let’s discuss each of these in turn.

Identification
When you don’t understand a natural phenomenon, a question or a method of doing things, your natural inclination
is one of curiosity. Industrial maintenance is the same way. You must identify (understand) everything in your
department or plant or have someone on staff who does. When a problem occurs, you need to identify where and
when it happened as well as where and when it did not. More importantly, you need to identify why you do things a
certain way while always on the hunt for a better approach.

In school, you are taught the canned approach to solving problems. While this is important, it only covers problems
that are recognized. What about the real-world situations? Industrial maintenance often presents situations that are
so confusing that problems are camouflaged. Sorting out the mess means finding the basic problem that spawns all
the other effects. This is not easy, as you may solve the wrong problem or try to alleviate symptoms caused by the

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basic problem. For example, you may put coolers on hot hydraulic systems instead of locating the valve or cylinder
that is allowing fluid to flow back to the tank.

Identification problems become relevant not only when trying to understand a situation but also when confusion
reigns and the problem is hidden by a mass of effects. The former should be attacked by curiosity and the latter by
analysis. These types of problems can also appear when a manager finally asks the question, “What are we
spending most of our time on and how could we minimize it?”

Cause and Effect

To properly solve cause-and-effect problems, you must first learn how to distinguish between cause and effect.
Effects are things you perceive with your senses or detect through condition monitoring techniques. They
accompany or precede a machine failure.

Typical effects are excessive heat, vibration and noise. A failed bearing or gear is also an effect. Simply changing
the component is concentrating on the effect. While this often must be done to restore operation, forgetting about
the reason for the failure is neglecting the cause. For instance, excessive heat in a hydraulic system is an effect
and a predictor of problems. Concentrating on cooling the system rather than discovering the cause of the
excessive heat is an invitation to problems but an all too common solution. Attack the symptom, but don’t forget to
unearth the root cause. Remember, symptom is a synonym for effect.

Means
Means problems are generally characterized by questions beginning with “how” such as “How can I accomplish
that?” or “How can I improve that?” They leave the choice of means open-ended. With a means problem, you are
trying to decide how to achieve a goal. The problem of selecting a goal or end has already been solved, so you are now
focusing on how to achieve it.

Typical questions that characterize means problems include how to reduce excessive lubricant failures, how to
decrease lubricant costs while maintaining good quality, how to lessen machine downtime, how to improve safety
and how to change the department mind set to prevention mode. Solving a means problem often involves finding
an expert, but you should never assume the current method is the final answer. Improvement is always possible.

Ends
Problems of ends or goals can be characterized by the question, “What goal should I pursue?” As mentioned
previously, your goals may be very general at first but must be translated into detailed sub goals to truly matter.
Common questions to ask might include which metrics should be used to gauge progress, which 20 percent of the
problems are generating 80 percent of the efforts, what are the critical parts of systems that must be constantly
monitored, and how are problems categorized (critical, important and projects for correction).

Levels of Problem-solving
In addition to recognizing the four problem types, you must also be aware that problem-solving can be divided into
four levels of sophistication:

• reaction or acting on the problem when it occurs and then forgetting about it until the next time;
• adaptation or learning to live with the problem by adjusting to the symptoms;
• anticipation, which includes attacking root causes with preventive techniques; and
• a proactive approach, which involves changing the conditions that spawned the problem in the first place.
These four levels merely describe approaches that can be used on maintenance problems. One is not better than
the others but must be selected based on the severity of the problem. Of course, if a maintenance department
always focuses on reaction, it might consider moving to a higher level for recurring problems.

Categories of Objectives
Your objectives will determine the problems you experience. Just as there are different levels of sophistication in
problem-solving, there are different levels of objectives. These objectives are the ones you set for yourself or your
department. The farther down you move on the following list, the smaller the resultant problems should be.

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Short-term Routine Objectives (Supervision)
Routine objectives include maintaining things as they are, handling normal (expected) problems, reacting quickly,
having lots of spares and adapting to the problem (learning to live with it).

Medium-term Corrective Objectives (Management)

Corrective objectives usually involve the elimination of accepted problems or modifying a design to solve an
inherent problem.

Long-term Improvement Objectives (Leadership)

Improvement objectives might consist of requesting new equipment, changing the way things are done,
concentrating on prevention and providing better training.

Most problems have an immediate phase (or crisis) and must be addressed now. However, managers who want to
move to the leadership objectives will try to prevent or minimize a recurrence. While supervisors and management
are concerned with doing things right, leadership concerns itself with doing the right things. Remember, setting
objectives determines the problems you will encounter. Setting the right objectives will minimize those problems. In
the typical plant, supervisors and management trump leadership.

Preventing Maintenance Problems

Your prevention efforts must be comprehensive and cover all areas from which problems may arise, such as
personnel, maintenance practices, hardware and systems. These categories are most useful when solving cause/effect
problems. However, they may also be used to keep a manager focused on all aspects of maintenance.

10 Most Common Help Desk Problems & How to Solve Them

No matter if you run a small online store or a large multinational business, you are bound to receive problems from
your employees as well as customers. However, the “real problem” starts when your help desk is bombarded with
innumerable issues, and things seem to spiral out of control.

The good news is that most common help desk problems have simple solutions, and resolving them will save your
business a lot of time and money. In this blog, we will discuss ten of the most common issues we find people run
into and their possible solutions.

What Are the Top 10 Most Common Help Desk Problems & Their Solutions?
A help desk plays a dual role- it can manage both customer-centric or external issues and employee-centric or
internal issues. In order to cover both these aspects, we have divided the 10 points into two segments- the first 5
points focus on the common problems faced by customers, whereas the latter 5 focus on the common problems
encountered by employees on a day-to-day basis.

Common External Help Desk Issues/Requests:

3. “I had to wait for 15 minutes on hold over the phone.”
The last thing you want when you contact a customer support team is to be put on hold. Every minute
seems like a long year and listening to the same monotonous music can get on your nerves.
According to Harvard Business Review, the average American consumer spends around 13 hours a year
stuck on hold trying to connect to a human agent.
Putting angry customers on hold can have a snowball effect on your business. The more customers you
put on hold, the more customers end up in the queue- leading to a further increase in wait time for each
customer. This is just an easy way to frustrate your customers, who would eventually vent on your
support agents.
• Solution: Modern customers want to engage with a business that values their time and putting them on
hold signals the opposite. Structure your team’s schedule in such a way that the right number of agents
are available at all times, especially, during peak hours.
Sometimes customers can call you for their primary issues. Make sure you create an extensive help
center or knowledge base to empower them to resolve issues on their own. In case you are still short of
agents, divert customers to other channels such as chat or email.

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Read More: How to Create an Internal Knowledge Base

4. “I’m unable to log in to my account.”

This is one of the most common help desk issues that can comprise a significant proportion of your ticket
volume. Although this problem is common, it should not be taken lightly.
For instance, if you have an e-commerce store, a customer who cannot access his/her account cannot
simply make a purchase. This can potentially lead to a loss in business revenue that could have been easily
avoided.
• Solution: Such common daily problems can be easily fixed in most scenarios. Make sure the user is
not typing the password with the Caps Lock button on. In case the password has expired, share a password
reset link to the customer that will allow them to generate a new password by themselves.
Sometimes an account can get suspended due to inactivity. Convey the reason to the customer so that
they can avoid account suspension in the future.

5. “My card is getting declined.

A declined card is one of the most common help desk tickets received by a support team. This simply
means that something went wrong while the online purchase was being processed and it could not be
completed.
According to Visa and MasterCard, on average 15% of recurring payments are declined. For some industries,
the rate can even be double that.
For any business, a failed transaction simply means a lost sale. Moreover, when this issue is persistent, it can
make the customer lose faith in your business.
• Solution: There can a few reasons for credit card decline:
The credit card payment is declined by the payment gateway, the processor, or the bank/financial
institution issuing the money The customer has entered incorrect card information
The transaction failed as the customer had reached the credit limit
Ask your customers to double-check the information they are entering while making a purchase. In case
the issue still persists, ask them to contact their credit card company.

Read More: 8 Ways Artificial Intelligence Can Improve Help Desk Management

6. “When will the product be back in stock?”

This has happened to every online shopper at least once. You are browsing through products and you
finally lay your eyes on the perfect item. You go on to add the item to the cart but like many other
customers,
*you’ve missed the boat- the product is out of stock.
Whenever a popular selling item goes out of stock, your help desk team can be bombarded with similar
questions. It is important to quickly share the relevant information before your customer wanders around
and finds a similar product somewhere else.
• Solution: You can ask your customers to first add the product to their ‘Wishlist’ or ‘Favorite List’ so they
can always find it. Whenever an item is out of stock, the customer can subscribe to your ‘Back In Stock’
email list. All they have to do is enter their email address and they’ll automatically receive email alerts
once the product is available again.

Read More: How to Set up and Configure Your Help Desk Inbox

7. “The help desk staff seemed inattentive and lacked dedication.”

As you explore the common help desk problems, you will realize that demotivated, inattentive, or
inexperienced support staff members may be the cause of negative customer experience.
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 According to a report by American Express, 68% of customers believe that a polite customer service
representative is the key to great customer service.
Your help desk staff is the face of your business and your most important asset. Therefore, it becomes all
the more important to make them feel encouraged and inspired on a daily basis.
• Solution: You can start by creating an employee training program to make your team members learn
key customer service skills such as active listening, patience, empathy, the ability to use positive
language, and others.
For a long term approach, your business must look to hire the right people.- those who resonate with your
company’s vision and show a deep sense of passion towards helping others.
Read More: 30 Customer Service Tips for Delightful Customer Experiences
Common Internal Help Desk Issues/Requests:
Let’s explore some common internal Help Desk Issues and their solutions:

11. “My system is running too slowly.”

We all have faced this situation where our system would take longer than usual to complete instructions
and hang multiple times during a day.
A system that does not function to its normal speed can make anyone want to pull their hair off.
Moreover, it can hamper your team’s productivity and act as a major obstacle in achieving daily tasks or
goals.
• Solution: You need to first identify the reason that is causing the system to run slowly compared to
other systems. Some reasons can be:
If an employee is using many heavy applications simultaneously, the system is bound to run slowly. Ask the
employee to run only necessary applications and close the ones, not in use.
The computer might be carrying out updates in the background without an employee’s knowledge. Ask the
employee to pause the updates and resume after working hours.
Viruses and malware can also impact a computer’s speed. This common IT problem can be fixed by either
installing a new antivirus software or disconnecting the system from the office network.
12. “I can’t help but stare at the blue screen of death.”
Life seems to come at an unprecedented halt when we see the blue screen of death on our computer. No
matter what you do, or how many times you reboot your system, the screen just doesn’t seem to let go of
you.
This is perhaps one of the most common help desk troubleshooting questions- “Why can’t I access
anything on my system? I can only see a blue screen when I turn on my computer. What should I do?“
• Solution: Ask the employee to read and tell you what exactly is written on the blue screen. Every IT
support team is well aware that every error message signifies something and can lead to the root cause
of the issue.
In most situations, the blue screen appears when a hardware or a driver is not working properly. The
problem usually occurs when someone installs a new hardware or updates the drivers. The IT support
staff should inquire from the individual about what exactly he did before the error occurred.

13. “My PC is shutting down after irregular intervals for no reason.”

This is another common troubleshooting question for help desk teams. As soon as you turn on your
computer, everything seems to be working fine. However, some 10-15 minutes later, the system just
switches off without any warning message or notification.
The frequent shutting down of an employee system can be a productivity killer. Moreover, if this issue
persists for a long period of time and no solution is provided, it can result in the complete damage of the
system hardware or other parts.
• Solution: IT help desk agents need to identify the root cause of this issue. Some popular reasons can be:

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 After long usage of any computer, a great amount of dust can pile up on the cooling fan and impact its
proper functioning. If the cooling fan does not work properly, the system can overheat and automatically
shut down to prevent major damage.
This problem is also common with laptop users when the battery is weak or old. Therefore, the laptop
battery must be charged properly and replaced when the need arises.
Recommended Read: 11 Best IT Ticketing Systems to Manage IT Support Requests

14. “The printer never seems to work.”

In the corporate world, printers have become a consistent source of stress.
Whenever a sales executive wants to print the product catalog right before the client meeting, the printer
just won’t work. Similarly, when the design team wants to print the new apparel design shared by a buyer,
the printer would start working abnormally.
For many common tech support problems, switching off a machine and then turning it back on solves the
issue. However, in the case of a printer, this solution doesn’t always apply.
• Solution: IT issues like this require a desktop support professional to visit the printer and check the
problem. If every employee starts opening the printer parts by themselves, it can lead to more serious
problems. To begin with, check if the printer is properly plugged in, has paper in the right tray, and
sufficient ink.
If everything mentioned above seems fine, then it can be a connection problem. Make sure the employees
are trying to connect to the correct printer name. Give your printers easy and straightforward names so
that employees can connect them to their systems even in the case of a wireless printer.
Recommended Read: Difference between Help Desk and Desktop Support

15. “The internet is really… really slow today.”

The modern office workspace is heavily dependent on a high-speed internet connection. But
unfortunately, just like the weather, the internet speed can often vary from time to time.

According to a Statista report, there are 313 million internet users in the US, with an internet user penetration of
85.8%.

A slow internet connection can lead to low-quality video calls, slow information sharing, endless buffering, and
make team collaboration an uphill task.

• Solution: This issue can be fixed with common troubleshooting measures. If the problem is occurring with only a
single user, you can ask the employee to refresh his networks and ensure no software updates are being
downloaded in the background.

On the other hand, if more employees are complaining of a slow internet connection, these can be the possible
help desk solutions:

Create more WiFi hotspots in the office so that internet signals are strong even at corner desks.
Make it a strict company policy to prevent users from downloading heavy files such as movies or games during
office hours. You can even block torrent sites.

Why Do Businesses Need Help Desk Software?

In order to tackle the most common help desk problems, you not only need a well-trained support team but also the
right help desk software. An extensive IT tool such as ProProfs Help Desk will allow your team to manage all
customer as well as employee requests.

Track All Support Conversations in One Place: No matter if a team member contacts to request a new hardware or
a customer shares an email to register a product complaint, all conversations can be easily tracked and managed
in a shared inbox.

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Create a Self-Service Knowledge Base: As we discussed above, a lot of common help desk tickets can be resolved by
end-users themselves. For instance, if you create a dedicated help center page with steps to reset an account
password, you will see a significant reduction in your support ticket volume.
Measure User Satisfaction & Agent Performance: The help desk tool gives you the option to share automated
surveys with end-users to measure their satisfaction or overall experience. Moreover, with the help of insightful
reports, you can gauge agent performance and reward them accordingly.
It’s Time to Rise Above Help Desk Problems!
Help desk problems can come in all shapes and sizes. However, experiencing common day to day issues doesn’t
necessarily mean the end of the world. Every new issue brings an opportunity for you to improve your process and
ensure such mistakes are avoided in the future.
For the smooth running of different business departments, you need an extensive help desk system. You can not
only track every support issue until it is marked as closed but also, encourage users to resolve common problems
via self- service options. Just remember- there is always a solution!

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 SELF – CHECK 3.2.2
INDUSTRY MAINTENANCE, SERVICE AND HELPDESK PRACTICES, PROCESSES AND PROCEDURES

ENUMERATION TEST

Directions: List down or enumerate what are being asked on each of the following item.

1-10) What Are the Top 10 Most Common Help Desk Problems & Their Solutions?
1. “I had to wait for 15 minutes on hold over the phone.”
2. “I’m unable to log in to my account.”
3. “My card is getting declined.
4. “When will the product be back in stock?”
5. “The help desk staff seemed inattentive and lacked dedication.”
6. “My system is running too slowly.”
7. “I can’t help but stare at the blue screen of death.”
8. “My PC is shutting down after irregular intervals for no reason.”
9. “The printer never seems to work.”
10. “The internet is really… really slow today.”
11-20) Why Do Businesses Need Help Desk Software?

In order to tackle the most common help desk problems, you not only need a well-trained support team but
also the right help desk software. An extensive IT tool such as ProProfs Help Desk will allow your team to
manage all customers as well as employee requests.

Track All Support Conversations in One Place:

Create a Self-Service Knowledge Base:
Measure User Satisfaction & Agent Performance:
For the smooth running of different business departments, you need an extensive help desk system. You
can not only track every support issue until it is marked as closed but also, encourage users to resolve
common problems via self-service options. Just remember- there is always a solution!

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 ANSWER KEY 3.2.2
INDUSTRY MAINTENANCE, SERVICE AND HELPDESK PRACTICES, PROCESSES AND PROCEDURES
1-5
• Computer problem – The computer is slow You involved all relevant stakeholders when defining the problem
• Computer problem – The computer keeps restarting Your problem statement includes:
• Computer problem – The keyboard, mouse, printer, or other peripheral devices are not working properly
• Computer problem – Application command does not work.
• Computer problem – Internet speed is slow

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 INFORMATION SHEET NO.3.2.3 OPERATING SYSTEMS

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify the problem in industry maintenance and services
• Identify the problem in helpdesk and procedures

Operating Systems
Apply Troubleshooting Process to Operating Systems

Operating system problems can be attributed to hardware, software, networks, or some combination of the three.
You will resolve some types of OS problems more often than others. A stop error is a hardware or software
malfunction that causes the system to lock up. An example of this type of error is known as the Blue Screen of
Death (BSOD) and appears when the system is unable to recover from an error. The BSOD is usually caused by device
driver errors.

The Event Log and other diagnostic utilities are available to research a stop error or BSOD error. To prevent these
types of errors, verify that the hardware and software drivers are compatible. In addition, install the latest patches
and updates for Windows. When the system locks up during startup, the computer can automatically reboot. The
reboot is caused by the auto restart function in Windows and makes it difficult to see the error message.

The auto restart function can be disabled in the Advanced Startup Options menu. The chart shows common
operating system problems and solutions.

Common Problems and Solutions for Operating Systems

.
Identify the Problem Probable Causes Possible Solutions
The computer displays an
"Invalid Boot Disk" error system is in a drive.
after the POST. start with the boot drive.
the BIOS settings.
hard drive jumpers.
jumpers are not set correctly.

operating system installed. System Recovery options of Windows 7 or Vista.

only.

The computer displays an

"Inaccessible Boot Device" incompatible with the boot controller. the computer.
error after the POST.
or Windows Vista. restore point from before the installation of new
hardware.
ows 7 or
Windows Vista installation media.

installation media.
The computer displays a
"BOOTMGR is missing" ata is missing or Configuration Data from

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error after the POST in damaged. installation media.
Windows 7 and Windows
Vista. the BIOS settings. start with the boot drive.

correctly.
The computer displays a missing or damaged.
"Missing NTLDR"• error
after the POST in Windows
XP.
the BIOS settings. start with the boot drive.

Run chkdsk /F /R from the recovery console.

correctly.
A service failed to start
when the computer booted.
-enable or re-install the required service.
service to be enabled.
A device did not start
when the computer re the data cable and power cable to the
booted. connected to the device. device.

BIOS settings.

-install or roll back the driver.

installed device.

A program listed in the rogram files have been -install the program.
registry is not found. deleted. -install the program and run the un-install
program again.
correctly.
entries.
removed.

The computer continually

restarts without displaying there is a failure. and choose Disable, automatic restart on system
the desktop. artup file has become corrupted. failure.

The computer displays a r is not compatible with the

black or blue screen of hardware. module that produced the error.
death (BSOD). s with known-good
devices.

The computer locks up

without any error on the motherboard or in the BIOS
messages. settings. necessary.
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 System Restore.
system.
s failing. -good
devices.

An application does not

install. contains a virus and has been prevented and download the installation file again.
from installing by virus protection r
software. compatibility mode.

program.
compatible with the operating system.
installation requirements.
and not enough memory remaining to
install the application. security warning.

minimum requirements.

canceled.
A computer with Windows The computer does not meet the Upgrade the processor, RAM and video card to
7 installed does not run minimum hardware requirements for meet the minimum Microsoft requirements for
Aero. running Aero. Aero.
The search feature takes a ice is not running.
long time to find results.
correct locations. Advanced Options panel.
The UAC no longer prompts The UAC has been turned off. Turn on the UAC in the User Account applet in
the user for permission. the Control Panel.
No gadgets appear on the -click on the desktop > Gadgets > right-
desktop. or have been uninstalled. click on a gadget > Add.

gadget is broken, corrupted, or not regsvr32 msxml3.dll > Enter at the command
installed. prompt.
The computer is running process is using most of the CPU
slowly and has a delayed resources.
response. with Task Manager.
requirements to run Aero.

The OS is missing.
from the System Recovery Options.

When you run a program, a program that has a missing or

missing or corrupt DLL file was uninstalled and removed the DLL corrupt DLL
message is displayed. file that was needed by another program.
file. DLL.

installation. command.

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RAID is not detected include the proper
during installation. drivers to recognize RAID.

A system file is corrupted. Computer was shut down improperly. advanced

startup options menu.

/scannow.
GUI is missing for all users om the advanced
or GUI fails to load. startup options menu.
operating system.

The computer shuts down A program is causing the Windows OS to Boot to Safe Mode and manage startup
without warning. shut down unexpectedly. applications using the msconfig command line
utility.
Computer boots to safe
mode. causes the computer to boot in safe the program.
mode.
boot normally.
boot in Safe Mode.
Computer boots only to Corrupt video driver. Reinstall the video driver.
VGA mode.

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 SELF – CHECK 3.2.3
OPERATING SYSTEMS

ENUMERATION TEST

Directions: list down at least 3 problem, probable causes possible solutions of the operating system:

1.

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 ANSWER KEY 3.2.3
OPERATING SYSTEMS

Common Problems and Solutions for Operating Systems

.
Identify the Problem Probable Causes Possible Solutions
The computer displays an
"Invalid Boot Disk" error system is in a drive.
after the POST. start with the boot drive.
the BIOS settings. the
hard drive jumpers.
jumpers are not set correctly.

operating system installed. System Recovery options of Windows 7 or Vista.

only.

The computer displays an e last known good configuration to

"Inaccessible Boot Device" incompatible with the boot controller. boot the computer.
error after the POST.
or Windows Vista. restore point from before the installation of new
hardware.

Windows Vista installation media.

LDR from Windows XP
installation media.

The computer displays a

"BOOTMGR is missing"
error after the POST in damaged. installation media.
Windows 7 and Windows ectly in ot order in the BIOS settings
Vista. the BIOS settings. to start with the boot drive.

correctly.

The computer displays a

"Missing NTLDR"• error etect.com from installation media.
after the POST in Windows
XP.
the BIOS settings. start with the boot drive.

ard drive jumpers.

correctly.
A service failed to start
when the computer booted.
Re-enable or re-install the required service.
service to be enabled.
A device did not start when

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the computer booted.
connected to the device. device.
he device in the BIOS settings.
BIOS settings.

-install or roll back the driver.

installed device.

A program listed in the -install the program.

registry is not found. deleted. -install the program and run the un-install
not work program again.
correctly. the hard drive file
entries.
removed.

The computer continually anced Options Menu

restarts without displaying there is a failure. and choose Disable, automatic restart on
the desktop. system failure.

The computer displays a

black or blue screen of hardware. module that produced the error.
death (BSOD). . -good
devices.

The computer locks up

without any error on the motherboard or in the BIOS
messages. settings. necessary.

System Restore.
system.
place any failing devices with known-good
devices.
is failing.

An application does not

install. contains a virus and has been prevented and download the installation file again.
from installing by virus protection
software. compatibility mode.
allation disk or file is g a new
program.
corrupted. compatible with the operating
installation requirements.
system.
security warning.
and not enough memory remaining to
install the application.

minimum requirements.

canceled.
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A computer with Windows The computer does not meet the Upgrade the processor, RAM and video card to
7 installed does not run minimum hardware requirements for meet the minimum Microsoft requirements for
Aero. running Aero. Aero.
The search feature takes a
long time to find results. the
correct locations. Advanced Options panel.
The UAC no longer prompts The UAC has been turned off. Turn on the UAC in the User Account applet in
the user for permission. the Control Panel.
No gadgets appear on the -click on the desktop > Gadgets > right-
desktop. or have been uninstalled. click on a gadget > Add.

gadget is broken, corrupted, or not regsvr32 msxml3.dll > Enter at the command
installed. prompt.
The computer is running
slowly and has a delayed resources.
response. does not meet the with Task Manager.
requirements to run Aero.

The OS is missing.
issing startup files for Windows. from the System Recovery Options.

When you run a program, a DLL

missing or corrupt DLL file was uninstalled and removed the DLL corrupt DLL file.
message is displayed. file that was needed by another program. l the application that uninstalled the
DLL.

installation. command.

RAID is not detected

during installation. drivers to recognize RAID.
gs in BIOS are incorrect.
A system file is corrupted. Computer was shut down improperly.
startup options menu.
e and run sfc
/scannow.
GUI is missing for all users
or GUI fails to load. startup options menu.
operating system. Repair.

The computer shuts down A program is causing the Windows OS to Boot to Safe Mode and manage startup
without warning. shut down unexpectedly. applications using the msconfig command line
utility.
Computer boots to safe
mode. causes the computer to boot in safe the program.
mode.
boot normally.
boot in Safe Mode.

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Computer boots only to Corrupt video driver. Reinstall the video driver.
VGA mode.

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 INFORMATION SHEET NO. 3.2.4 INDUSTRY STANDARD DIAGNOSTIC TOOLS

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify and diagnose hardware and software problems

Diagnosis is a very important and essential fault tolerant computing technique involved in maintenance. It is an
action of investigation and determining the cause of a problem, or error, in location and nature. As it’s generally
classified into retrospective approach and predictive approach, with two basic approaches of specification-based
diagnosis and symptom-based diagnosis. Symptom-based diagnosis is considered more plausible towards future
work in FTC. Specification-based diagnosis typical with black-box testing is the major diagnosis approach for
embedded system.

What are the different types of diagnostic tools used to determine the causes of computer problems?

No matter who you are, whether newbie or veteran, your Windows system will eventually run into problems that
aren't so easy to diagnose. (Don't worry, it happens on other operating systems too.) When that happens, what do
you do?

You could hire somebody to troubleshoot the problem for you, but that should be a last resort. There's no need to
pay someone when you can easily figure out the problem on your own using tools you can download for free.

We recommend giving these tools a try first. You might be surprised by how much you can solve with these alone!
If you STILL can't fix the issue, then sure, bring in the cavalry.

Windows System Diagnostic Tools

Hardware problems can be a huge pain in the neck on Windows. They tend to occur most often when you're using
an older version of the operating system (e.g., Windows 7 or Windows 8) or a cutting edge version (e.g., Windows
Insider).

But sometimes, you just want to know which hardware you're using. These are the tools you should absolutely
know how to use for any of these use cases.

1. HWiNFO

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HWiNFO is the most comprehensive system summary tool by a long shot. It displays all information about your computer
—from the CPU temperatures to fan voltages. In fact, if you are using a Ryzen processor, this should be your go-to PC
checker as alternatives such as CPU-Z have been known to show incorrect readings.

It's a good tool to have when you want the most accurate readouts of everything related to your computer
components.

2. Performance Monitor

As in older versions of the operating system, Windows 10 has a Performance Monitor, except now it exists as an
app. Once launched, look at the sidebar. Under Monitoring Tools, you should see Performance Monitor.

By default, the Monitor only shows "% Processor Time" which displays how much of your CPU is being used at any
given time, but you can add more Counters such as disk usage, energy used, paging file size, search index size, and
more.

3. Reliability Monitor

The Reliability Monitor is a hidden tool that's been around since Windows Vista, yet so many people have never
even heard of it. It's in the Control Panel under System & Security > Security & Maintenance > Maintenance > View
reliability history.

Here you'll see a history of your system and a timeline of events and errors that occurred during a given time
period. The blue line is an estimate from 1 to 10 of how stable your system is over time.

If something is crashing a lot, this is a good place to look because you can select the error and Check for a solution.

Windows Network Diagnostic Tools

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Whether you're using Wi-Fi or Ethernet, there's a good chance you're going to run into network problems. It's one
of the most common problems to have these days. That's why you need these tools.

4. WiFi Analyzer

WiFi Analyzer is a free tool that does exactly what its name says: it analyzes your Wi-Fi network's setup to see
whether your wireless channel is interfering with other nearby Wi-Fi networks.

Once analyzed, it will recommend a channel setting for you. It's not perfect, especially in crowded apartments and
dense cities, but in some cases, it can boost your Wi-Fi speed and reliability by a significant amount. It's worth
trying!

Download: WiFi Analyzer

5. SoftPerfect Network Scanner

SoftPerfect Network Scanner is an easy-to-use tool that detects any device that may be connected to your network.
This utility supports both IPv4 and IPv6 discovery.

You can use it at home to see how many devices are connected to your network (to check if anyone is mooching
off of your Internet) or find the IP address of a specific device (such as your smartphone). Users can initiate remote
shutdowns as well.

Windows Drive Diagnostic Tools

6. CrystalDiskInfo

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Ever wondered if your hard disk drive or solid-state drive was in good condition? It's not easy to find out, especially
with newer SSDs that can die before you even realize something's wrong. (Learn the warning signs of a failing
SSD!)

Well, that's where CrystalDiskInfo comes into play.

This simple program gives you a complete overview of the state of your data drives, including HDDs, SSDs, and
USB drives. Details include temperature, spin-up time, uptime, error rates, and more. It also calculates an overall
Health Status.

Note that it has a sister program called CrystalDiskMark, which you can use to benchmark your data drives (i.e.,
see how fast they can read and write data).

Download: CrystalDiskInfo

7. WinDirStat

WinDirStat is a must-have application as far as I'm concerned. I've used it regularly for many years now, and it has
never disappointed me. It stands for Windows Directory Statistics, and it does exactly what it says.

In short, it scans your data drives and tells you how much space is used up by various folders and files, all
displayed in a neat tree-based hierarchy and a detailed graph view.

Not only is WinDirStat perfect for visualizing where your data is stored, but it's also fantastic for cleaning up lost
files and recovering disk space.

8. Windows Disk Management

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Windows Disk Management is the in-built disk utility to manage partitions in Windows 10. The tool also allows
users the check the health of the SSD or HDD and create new partitions.

Through this utility, you can also scan any partition for potential errors as well. To do this, right-click the partition
you want to scan, then go to Properties > Tools > Check.

Please note, administrator privileges are required to perform this operation.

Windows Memory Diagnostic Tools

RAM problems are another common issue for computers at home. (Learn more about RAM here.) These days, it's way
too easy to run out of physical RAM, which can lead to system slowdowns and even crashes. Fortunately,
diagnoses are usually straightforward.

9. Resource Monitor

Windows has a feature called the Resource Monitor, which was implemented back in Vista. Traditionally, you'd
have to launch it through the Task Manager, but it's now a separate app in Windows 10 that you can launch
through the Start Menu.

The Resource Monitor is an advanced way to view real-time data about your system and is usually used in
conjunction with the Performance Monitor. However, I mainly use it for viewing process details and memory usage.
Indeed, it's one of the easiest ways to troubleshoot RAM problems.

10. Windows Memory Diagnostic

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Did you know Windows actually has a built-in tool that can physically test your RAM modules to check if they're free
of errors? An app called Windows Memory Diagnostic. It's functionality can give even the best computer diagnostic
and repair software a run for its money.

Using it will restart your computer. On boot up, the tool will run several tests on your RAM, and if it encounters
any errors or failures, it will do its best to let you know which module is the culprit. You should replace that module
ASAP.

Windows Display Diagnostic Tools

11. JScreenFix

Look carefully at your screen. Do you see any spots that aren't caused by flecks of dust? If so, you may have a stuck
pixel, which is a pixel that's stuck on a certain color. These can be super annoying.

Using JScreenFix is a one of the ways to can fix a stuck pixel on your computer. All it does is flash the area of the
screen with the stuck pixel with hundreds of different colors every second. This should unstick the pixel after about
ten minutes.

Does it always work? No. Sometimes a stuck pixel will be stuck forever due to a physical defect in the screen. But
JScreenFix has a success rate of over 60 percent, so give it a try if you have a stuck pixel of your own.

12. PixelHealer

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PixelHealer is a free but one of the most highly effective software diagnostic tools that you can use to revive a dead
pixel. Unlike Jscreen Fix, this utility does require users to download it, but the file size is less than 100KB, so it
shouldn't take much time.

Its sister app, InjuredPixels, can be used to detect dead, stuck, or hot pixels, which in turn, can be fixed by PixelHealer.
The application flashes RGB colors over dead pixels in order to revive them.
Both applications come with a portable installer that eliminates the need for installing them. Users can just unzip
the file and run the program.

Windows Malware Diagnostic Tools

13. AdwCleaner

Not many people know about AdwCleaner, which is a shame because it's fantastic and deserves more recognition.
It's just a simple malware scanner, but it's fast, efficient, and free, which is all anyone can ask for.

It's mainly designed to target malware that comes bundled with installer files, so it detects adware, toolbars,
unwanted programs, browser hijackers, etc. Scan results are sorted as services, files, DLLs, scheduled tasks,
registry entries, and more.

14. Malwarebytes

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Malwarebytes has been the king of malware scanners for many years now. Most people have heard of it at least
once, but if you haven't, know that many folks consider this a must-have application on every computer.

Note that Malwarebytes comes in both Free and Premium versions. The Free version is great, of course, and it's
more than enough for most home users, but the Premium version has all kinds of advanced features that are
awesome. Learn more about why Malwarebytes Premium is worth the money.
15. ClamWin

ClamWin may look primitive, but don't let that fool you. It's one of the best free antivirus scanners currently
available. The scans can take a while, but it detects pretty much everything, so the trade-off is worth it.

Why use ClamWin? Because it's open-source, unlike the above-mentioned alternatives. This is important if you
want to verify that a program is doing what it claims to be doing, especially if it is a security application. You can
never be too careful.

Diagnose Your PC's Problems With These Tools

We hope you'll find these tools useful. Will you need ALL of them? No, probably not. Just pick the ones that seem
valuable to you and forget the rest, at least for now.

You can always bookmark this page and refer back to it if you ever stumble into an issue that you've never seen
before. Just remember to reboot before troubleshooting.

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 SELF – CHECK 3.2.4
INDUSTRY STANDARD DIAGNOSTIC TOOLS

I. MATCHING TYPE
Directions: Match the meaning and functions in Column A with the terms in Column B. Write only the letter of
your answer.
Column A Column B
11. Reliability Monitor l. is the most comprehensive system summary tool by a long
shot.
12. WiFi Analyzer m. By default, the Monitor only shows "% Processor Time"
which displays how much of your CPU is being used at any
given time, but you can add more Counters such as disk
usage, energy used, paging file size, search index size, and
more
13. HWiNFO n. is a hidden tool that's been around since Windows Vista, yet
so many people have never even heard of it. It's in the
Control Panel under System & Security > Security &
Maintenance > Maintenance > View reliability history
14. SoftPerfect Network Scanner o. is a free tool that does exactly what its name says: it
analyzes your Wi-Fi network's setup to see whether your
wireless channel is interfering with other nearby Wi-Fi
networks.
15. CrystalDiskInfo p. This simple program gives you a complete overview of the
state of your data drives, including HDDs, SSDs, and USB
drives. Details include temperature, spin-up time, uptime,
error rates, and more
16. WinDirStat q. is an easy-to-use tool that detects any device that may be
connected to your network.

17. Windows Disk Management r. it scans your data drives and tells you how much space is
used up by various folders and files, all displayed in a neat
tree-based hierarchy and a detailed graph view
18. Performance Monitor s. is a one of the ways to can fix a stuck pixel on your
computer.
19. Windows Memory Diagnostic t. is an advanced way to view real-time data about your system
and is usually used in conjunction with the Performance
Monitor
20. Resource Monitor u. Windows Disk Management is the in-built disk utility to
manage partitions in Windows 10. The tool also allows
users the check the health of the SSD or HDD and creates
new partitions.
v. Built-in tool that can physically test your RAM modules to
check if they're free of errors?

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 ANSWER KEY 3.2.4
INDUSTRY STANDARD DIAGNOSTIC TOOLS

1. c
2. d
3. a
4. f
5. e
6. g
7. j
8. b
9. k
10. i

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 INFORMATION SHEET NO.3.2.5 MALFUNCTIONS AND RESOLUTIONS

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify and diagnose hardware and software problems
• Identify and find solution in hardware and software problems

Common computer problems arise due to some small malfunctioning either in the software or hardware. Their
solutions are often easy to apply.

Admit it, we all face them in our day to day lives when using a PC. So, don’t be panic. In today’s article, I will point
out the top 10 common PC problems and how to fix them by yourself.

10 Common PC Problems and Solutions

1. Computer won’t turn on

This is probably the no.1 problem faced by many of us. To understand this problem, you can compare it to our
human body.

When we are sick, we often get a fever. It’s the body mechanism to fight infection. In the same way, when the
computer faces any problem, it usually won’t turn on until you fix that.

There are hundreds of reasons why a PC won’t boot up. The issues can range from power supply failure to virus
infection. Normally, by following the steps given below, your computer should be able to start.

Solutions:
2. Check the power supply
If it’s a laptop, a loss of power could result from a battery that has completely run out of charge. So, the
first thing to do is to plug it in and leave it to charge for a few hours. If that doesn’t work, it could mean
the charger is faulty, so, if you can try a different charger. If the charger has a power indicator, check
whether it lights up when you plug it in.
If your PC is a desktop computer and doesn’t start, check that it’s not the plug socket at fault by plugging
it into a different socket. If that doesn’t work, it could be that the power supply in your PC has failed.

3. Make sure the monitor or display is functional

If you can see that your PC has power, because the fans start-up or the power lights come on, but nothing else
happens, there are a couple of possible faults.

If you have a desktop PC connected to an external monitor, it could be the display that’s faulty. Check the
power connection to the monitor and that it’s properly connected to your PC. Try disconnecting it and
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 reconnecting it. If that doesn’t work, try connecting a different monitor, if possible. That way you’ll be
able to either determine it’s the monitor’s fault or rule it out.

If you have a laptop, or if you’ve ruled out the external display, it could be that your PC is in sleep mode and
is having trouble waking. To check that, shut it down completely and restart from cold. To do that, hold down
the power button for 5 seconds and then press it again to start your PC.
3. Eliminate external hardware
If none of the steps above work, the peripherals could be the culprit. This could either happen because of
electrical issues or external hardware failures.

After doing this, try restarting the system again to see if it works or not. If it doesn’t, move on the next final
step.
4. Reinstall system
If none of the steps work, the last thing you would want to do is to reinstall your Windows. Because till this
point, you can be sure that it’s the software and not a hardware issue.

Since you can’t turn your computer on, there’s no way to get access to your file. However, there are methods
to backup your files from the hard drive. A clean installation will help to reset everything back to normal,
should your system is infected or corrupted.

2. Slow Internet
Nothing can be more frustrated than a slow internet connection. I know, you can’t enjoy that famous Netflix show or
stay connected on Facebook.

But this problem is usually pretty easy to deal with. The problem lies in 2 areas, i.e. internal issue ( issues related to
your internet appliance) and external ( related to your Internet Service Provider )

Solutions:
1. Restart the modem
This solution is just like how you would resolve any gadgets. Sometimes a power fluctuation or overused of
the internet modem can overload it.

In order to reset everything back to normal, simply switch off the modem, wait for few minutes and turn it
back on. You should be good to go in most cases.

2. Fix your wifi signal

Speaking of wifi, you might find that your router and internet are fine, but your wireless signal is weak. This
can cause a slowdown—or, at minimum, a latency-filled browsing experience. In that case, you may need to
reposition, tweak, and boost your router with a few tricks.

3. Kill any unwanted background software

Sometimes, background processes like software updates or any other programs that require internet maybe
pulling your data, hence slow down your internet speed.

By simply check your task manager, you can see the list of this software and are able to kill them off. Turn off any
automatic updates in the setting and this should help.

4. Contact your ISP

If none of the above works, your problem is maybe an external issue, i.e. from your internet service provider.

This could be something like a network upgrade, bad weather, wires fixing, etc. Definitely, they will assess your
internet signal and inform you of the necessary action to take.

3. PC Becoming Slow
I know that kind of feeling you feel when it takes like 5 minutes to open just an app. Well, this is another common
computer problems people face in their daily lives.

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The root cause is usually due to the duration of how long you have been operating the PC. A computer that is older
than 2 years will experience this, regardless of their specifications.

Solutions:
1. Find resource-hungry program
With your system full of programs, there will definitely be one or two programs that use lots of your
resources, for instance, a ram.

To find out, open the Task Manager. You can right-click your taskbar and select the “Task Manager” option
or press Ctrl+Shift+Escape to open it. On Windows 8, 8.1, and 10.

Click the “CPU,” “Memory,” and “Disk” headers to sort the list by the applications using the most
resources. If any application is using too many resources, you might want to close it normally — if you
can’t, select it here and click “End Task” to force it to close.

2. Disable startup program

Autostart programs during system startup can be the major reason why your PC is slowing down.

On Windows 8, 8.1, and 10, there’s now a startup manager in the Task Manager you can use to manage your
startup programs.

Right-click the taskbar and select “Task Manager” or press Ctrl+Shift+Escape to launch it. Click over to the
Startup tab and disable startup applications you don’t need.

Windows will helpfully tell you which applications slow down your startup process the most.

3. Scan for malware and adware

Day-to-day usage of computers can make you accidentally catch malware and adware.

These are usually small malicious programs, caught from the internet when we browse or download
something.

These programs are designed to steal your information and to that, they have to transfer information over
the internet, which can potentially slow down your system.

To remove them, simply use your built-in anti-virus software to scan and detect. For more information on
how to remove spyware and adware, check out my article here.

4. Windows Update Problem

Windows update errors can occur due to a bunch of reasons. Causes include Windows piracy, core files missing,
license issues, etc.

The problem is, however, not that serious. But if you still want to have the latest software and security installed, you
have to fix it.

Solutions:
The solution is quite straight forward. With an in-built error detection and troubleshooting, Windows has its own
mechanism to fix this.

But if you still cannot fix it, I recommend going through the official Microsft Windows update errors fixing
walkthrough here.

5. Noisy Hard Drive

Hard drives are usually nearly silent but some do make a muted clicking sound when they’re being accessed or
turned off — this is completely normal.

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On the other hand, if you start hearing noises only occasionally or noises that you’ve never heard before — like
clicking, grinding, vibrations, or squealing — your hard drive may be failing.

Solutions:
1. Make sure the sound comes from the hard drive
Usually, when we hear the sound from our computers, it’s a hard drive sound. So when the sound
suddenly gets louder, we assume that it’s from the hard drive.

To check this, you can simply unplug the power and data cables from the hard drive and reboot the
system. If you still hear the sound, the issue is not with the hard drive.

2. Run a diagnostic software

If you’re certain that the sound comes from the hard drive itself, you can run free hardware diagnostic
software which is already available on many computers or available on the internet.

3. Replace the hard drive

If the diagnostic software fails, it simply means there is an issue related to the hardware of the drive. If in
that case, there is nothing you can do except to replace it.
Remember to make a backup of your files before replacing it.

6. PC Fan Not Working

Another common computer hardware problem here. However, people usually get panic when the fan stops working.

In reality, that it is normal behaviour for the CPU fan to stop spinning when the CPU temperatures are low or you
are not running any power-hungry applications.

In most cases, it’s happening due to the motherboard, and not the fan itself.

Solution:
1. Determine the root cause
As mentioned, the motherboard is usually the main reason why the fan stops spinning. This could happen
because the fan isn’t installed well on the board or there’s a problem on the board wires.

To check this, simply connect the fan to the external power source and see if it’s still working. If not, then
the problem is with the fan itself.

2. Assess the fan

Three common issues related to the fan are:

CPU Fan Save Dusts

The Bearing of the CPU Fan is Stuck
CPU Fan is Broken
For the first case, you can simply clean it with a cloth. For the second and third cases, which are the more
serious case here, you need to hire professional computer repair service to replace the part.

7. Printer Isn’t Printing

There are many reasons why your printer won’t print, so start with the basics such as checking to see whether
there is an error message or warning light on the printer.

Make sure there is paper in the tray(s), check the ink or toner cartridges aren’t empty, the USB cable is plugged in
or the printer is connected to Wi-Fi.

The solution provided below will help you solve most of the underlying issues.

Solution:

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 1. Restart the printer
By simply cancel all the active printing work and restart the printer can do many wonders.

This is because the printer might be overloaded or the new ink cartridges are being installed. So to get the
things in place, simply restart the device.

2. Check for issues on the computer

Every printer has its own driver and is connected to the computer. So should there be any issues related to
it, the system will display that, along with the device troubleshooting mode.

Mostly things can be fixed at this point. Make sure your printer driver is up to date and is functioning
normally.

8. Blue Screen Of Death (BSOD)

A Blue Screen of Death (BSoD) — also referred to as “blue screen,” “stop error,” or just “system crash” — will
happen after a critical error that the system is unable to process and repair automatically.

Usually, you may see a blue screen while upgrading to a new version of Windows, during startup, or suddenly
while actively using the computer, and the most frustrating thing is that it’s just a screen with a blue background
and a sad character face without enough information to figure out the problem.

Solutions:
1. Check that there is enough space for updates
BSOD is usually a problem occurring due to corrupted files, file system failures and system spaces.

Sometimes, your system space may get filled during the update, causing some of the files to be missing,
hence resulted in a corrupted file.

2. Scan your system for viruses

Some viruses can cause a Blue Screen of Death, especially ones that infect the master boot record (MBR)
or boot sector.

3. Update your hardware drivers

Most Blue Screens of Death are hardware or driver related, so updated drivers could fix the cause of the
STOP error.

4. Return BIOS settings to their default levels.

An overclocked or misconfigured BIOS can cause all sorts of random issues, including BSODs.

5. Perform diagnostic tests on all hardware you’re able to test

It’s highly likely that the root cause of any given Blue Screen of Death is a failing piece of hardware

9. Computer Freezes
A slow or aged computer can freeze from time to time. The main reason behind this is due to lack of enough
resources.

Before regularly encounter this problem, your Windows should start becoming slow first. To fix that, you can read
the above point.

10. System Automatically Restart

Last but not least for common computer problems here, and quite the most frustrated one too!

There are many reasons for this problem. It can be a result of various issues, including corrupted drivers, faulty
hardware, and malware infection, among others.

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It can be difficult to pinpoint exactly what keeps your computer in a reboot loop. In most cases, it usually
happens after the Windows update.

Solutions:
1. Deleting bad registry files
Before you do this, you have to be completely confident that you can complete the process without making
any mistake.

Keep in mind that the Windows Registry is a sensitive database. Even misplacing a comma can cause
damages to your computer! As such, I suggest you opt for a one-click solution like Auslogics Registry Cleaner.

This freeware automatically searches for duplicate or corrupted registry files.

2. Updating drivers
When your drivers are outdated, it is possible for your computer to get stuck in a reboot loop. This is
because your devices are not able to properly communicate with your system.

As such, it is important to check if your drivers are up to date

3. Checking hardware issues

In some cases, a computer may keep on restarting because of faulty hardware. The three main hardware
to check on are:

RAM
CPU
External Devices
4. Scanning for viruses or malware
It is possible that your computer has been infected by a virus or malware – that is why it keeps on
restarting. You can run a complete virus scan by using Windows Defender.

On the other hand, you can also opt for 3rd party programs like AVG antivirus or Trend.

Recap
Here are the 10 computer problems and solutions:

• Computer won’t turn on

• Slow Internet
• PC Becoming Slow
• Windows Update Problem
• Noisy Hard Drive
• PC Fan Not Working
• Blue Screen Of Death (BSOD)
• Computer Freezes
• Printer Isn’t Printing
• System Automatically Restart
• Conclusion

And that’s all for the top 10 common computer problems and their solutions. These problems can occur in day-to-
day life and can be very frustrating.

Some of them can be easily fixed by yourself, whereas in some cases, these common problems can prove to be serious
ones.

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 SELF – CHECK 3.2.5
MALFUNCTIONS AND RESOLUTIONS

ENUMERATE THE FOLLOWING: COMMON PC PROBLEM AND THEIR SOLUTION

A. Computer won’t turn on

B. Slow Internet
C. PC Becoming Slow
D. Windows Update Problem
E. Noisy Hard Drive

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 ANSWER KEY 3.2.5
MALFUNCTIONS AND RESOLUTIONS

1. The issues can range from power supply failure to virus infection. Normally, by following the steps given below,
your computer should be able to start.
• Check the power supply
• Make sure the monitor or display is functional
• Eliminate external hardware
• Reinstall system
6. The problem lies in 2 areas, i.e. internal issue ( issues related to your internet appliance) and external ( related
to your Internet Service Provider )
• Restart the modem
• Fix your wifi signal
• Kill any unwanted background software
• Contact your ISP
7. The root cause is usually due to the duration of how long you have been operating the PC. A computer that is
older than 2 years will experience this, regardless of their specifications.
• Find resource-hungry program
• Disable startup program
• Scan for malware and adware
8. The problem is, however, not that serious. But if you still want to have the latest software and security installed,
you have to fix it.
• The solution is quite straight forward. With an in-built error detection and troubleshooting, Windows has its
own mechanism to fix this. But if you still cannot fix it, I recommend going through the official Microsft
Windows update errors fixing walkthrough here.
9. On the other hand, if you start hearing noises only occasionally or noises that you’ve never heard before — like
clicking, grinding, vibrations, or squealing — your hard drive may be failing.
• Make sure the sound comes from the hard drive
• Run a diagnostic software
• Replace the hard drive

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INFORMATION SHEET NO.3.2.6 ROOT CAUSE ANALYSIS

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• source of a problem and looking for a solution
• Identify where the real cause exists

What is Root Cause Analysis (RCA)?

The root cause analysis definition revolves around the process of identifying the source of a problem and looking
for a solution in a way that the problem is treated at the root level. This way, organizations and professionals can
look beyond the symptoms of the problem and work on where the real cause exists.

Importance
RCAs aim to gauge the challenges an organization should address to streamline its processes and achieve its
goals. Hence, identifying the root causes of a problem helps in developing more effective strategies to overcome it.

Conducting a root cause analysis and implementing apt solutions help employers to significantly or completely
prevent the same or similar issues and incidents from recurring. In this way, employers will help reduce the risk of
death and/or injury to workers, the community, or environmental damage. Further, organizations can also avoid
unnecessary costs due to business interruption, increased regulation, audits, and emergency response to name a
few.

It’s also worth noting that when employers value prevention more than merely treating surface-level
symptoms, public trust can be earned. Having an incident-free record may be more likely to attract and retain high-
performing employees, further promoting a culture of safety.

3 Basic Types of Root Causes

There are 3 basic types of root causes that can have a potential impact on a problem, such as:

Physical causes: May arise due to problems with any physical component of a system, such as hardware failure and
equipment malfunction
Human causes: May occur due to human error, caused by lack of skills and knowledge to perform a task
Organizational causes: May happen when organizations use a system or process that is faulty or insufficient, in
situations like giving incomplete instructions, making wrong decisions, and mishandling staff and property

The Root Cause Analysis Process in 5 Simple Steps

Root Cause Analysis Process

As shown in the diagram above, the root cause analysis steps are:

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• Realize the problem.

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 • Gather data.
• Determine possible causal factors.
• Identify the root cause.
• Recommend and implement solutions.
• Going through each step in detail, here’s how you can perform root cause analysis.

Step 1: Realize the problem.

The first goal of RCA is to identify problems or defects, which is best done by simply asking: “What’s the problem?”
By being able to define the problem, the symptoms, and the possible outcomes, you’ll be pointed to the right
direction on how the analysis should go.

This step is also crucial in crafting a specific problem statement. Without it, it might be difficult to find and create the
best recommendations and solutions. When writing a problem statement, make sure to keep these 3 things in
mind:

• how you would describe the problem;

• what you see happening;
• what the specific symptoms are.

Step 2: Gather data.

Retrieve all relevant and available data about the incident. Collect and investigate the documentation files, initial
issues found, preliminary actions taken, personnel or teams involved, and other key information that you think
would be beneficial to identify the root cause.

Step 3: Determine possible causal factors.

A causal factor, as defined by the American Institute of Chemical Engineers, is a major unplanned contributor to a
negative event or undesirable situation. If eliminated, causal factors would have either prevented the incident from
happening or reduced its risks and frequency.

This is where the heart of your analysis enters the picture. Start this step by reconstructing a timeline of events in
such a way that you’ll be able to pinpoint exactly what led to the problem and other issues that coexist with the one
you’re dealing with. This method is crucial for you to realize specific causal factors.

Step 4: Identify the root cause.

This is where you choose which of the root cause analysis tools you should use to discover the root causes of each
causal factor you’ll encounter. Refer to the next section for the 5 best ways on how to do root cause analysis.

Step 5: Recommend and implement solutions.

Upon identifying the root cause, you can now recommend preventive measures to ensure that the problem won’t
happen again. Further, develop a comprehensive timeline and plan on how you can implement the solution in such
a way that all of the stakeholders involved are well-informed and trained toward proactive quality management.

5 Best Ways on How to Do Root Cause Analysis

Ideally, a combination of various tools and techniques should be used to conduct root cause analysis in your
organization. These tools are grouped under the following general categories:

• Brainstorming
• Checklists
• Logic/Event Trees
• Timelines
• Sequence Diagrams
• Causal Factor Determination
As you look for root cause analysis techniques and root cause analysis examples, start by exploring these most
commonly used ones and see if these are appropriate for the situation you’re aiming to address.

The 5 Whys
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This is considered the simplest approach to RCA. Basically, this method employs only one step, being repeated over
and over again. All you need to do is start with a problem statement and then ask “Why?” 5 times, with each “Why?”
leading you closer to the root cause.

What is an example of root cause analysis using The 5 Whys?

• Problem statement: The electric water heater suddenly stopped working.

• Why did it stop? It was found that the circuit breaker was tripped.
• Why did the circuit breaker trip? The electric water heater was about to overheat.
• Why was the electric water heater about to overheat? A buildup of sediment was found around the heating
elements.
• Why was the machine not checked and cleaned? There was a missed inspection and maintenance routine.
• Why was there a missed routine check? The assigned team member wasn’t properly informed about the
schedule.

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SELF – CHECK 3.2.6
ROOT CAUSE
ANALYSIS

ENUMERATE THE FOLLOWING: 5 BEST WAYS ON HOW TO DO ROOT CAUSE ANALYSIS

1.
2.
3.
4.
5.

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ANSWER KEY 3.2.6
ROOT CAUSE
ANALYSIS

1-5
• Brainstorming
• Checklists
• Logic/Event Trees
• Timelines
• Sequence Diagrams
• Causal Factor Determination

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LEARNING EXPERIENCES

LEARNING OUTCOME NO.3: RECOMMEND SOLUTIONS TO PROBLEMS

Learning Activity/Guide Special Instruction
• Read Information Sheet 3.3.1 on Standard • Perform all activities required.
procedures • You must get a rating of 80 to 100%. If
• Answer Self-Check 3.3.1 on Standard procedures you get below 80% rating, go over the
same activities.
• Compare Answers to AnswerKey • If you get the required rating,
• Perform Task Sheet. No.3.3.1 on proceed to the next activities.
Standard procedures

• Read Information Sheet 3.3.2 on Documentatio • Perform all activities required.

produce • You must get a rating of 80 to 100%. If
• Answer Self-Check 3.3.2 on Documentation you get below 80% rating, go over the
produce same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next activities.
• Perform Task Sheet. No.3.3.2 on
Documentation produce

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INFORMATION SHEET NO.3.3.1 STANDARD PROCEDURES

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Understand the step-by-step document for office workflows and routine
• Understand the importance of SOP

What is a Standard Operating Procedure (SOP)

Business growth is sweet, and like you, everyone craves it. But growth, no matter how small, comes with its
challenges:

• Too many clients to serve.

• Too many employees to manage at the same time.
• Difficulty maintaining consistency across how your company gets things done.
• Difficulties establishing streamlined processes.
• And other hectic, repetitive tasks.
As a business owner or manager, do you face any or all of these challenges?

The experience of many companies demonstrates that human error is a key contributor to operating inefficiencies
and significant business losses. However, they are often caused due to process issues, they are within your power
to control and change. By creating well-written SOPs, most errors can be prevented. The advantages of preventing
human errors by creating effective SOPS are illustrated below:

A standard operating procedure (SOP) is an easy-to-understand, step-by-step document for office workflows and
routine operations. It consists of systemizing all of your company processes and putting them in one file.

Examples of SOPs in the workplace can include:

• New client on boarding information

• Company policies
• Working instructions
• And more

SOPs provide employees with a clear set of guidelines they can follow to do their best at their job. They’re
instrumental in onboarding new employees and showing them how you do things in the office.

The Different Types of Standard Operating Procedures

Before diving into the signs that your company must adopt a standard operating procedure, let’s first define the
different types of SOPs that companies have at their disposal.

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Here is what they consist of and how they help operations move smoothly in the workplace:

• Operational procedures: This SOP describes what practices must apply to operate standard equipment in
the office.
• Safety procedures: The document describes what measures your company adopts to keep everyone in your
workplace safe (such as COVID-19 measures).
• Administrative processes: The SOP explains all the responsibilities required in a specific position.
• Compliant management procedures: The document highlights the steps your company must follow during
customer complaints.
• Infection control procedures: The SOP explains the protocol your company will follow to ensure that all
equipment and devices remain clean in your office.
• Quality assurance procedures: This SOP details what measures your workplace will take to ensure quality.
All of the procedures above play a vital role in managing your office effectively and creating the best work
environment for your employees.

Chapter 2: Signs Your Company Needs a Standard Operating Procedure

As your company starts to hire more employees, documenting your processes becomes increasingly important. If
you’re wondering whether your company needs to adopt a standard operating procedure, look out for these signs:

Are you struggling to on board new employees quickly?

On boarding new employees effectively is crucial to getting them up to speed fast and retaining them.

If you’re taking too long to show hires your company processes, it’s going to be a waste of time for both your
company and the new employee. On top of that, replacing new employees can get expensive: turnover costs can
range around $15,000 per worker.

If you’re struggling to efficiently on board new employees, you need the proper documentation and resources to
help them on their journey. That way, they won’t have to depend on mentors during their first weeks solely.

Do you have any way of measuring employee performance?

If you’re serious about growth, you need to be measuring the performance of your employees. Otherwise, your
company won’t be able to find ways that it can improve and will end up stuck.

With a standard operating procedure, you can create a list of metrics to measure your team’s results. You’ll gain
exact data on your employee productivity and performance in the office.

There’s going to be no room for guesswork, and you won’t be scratching your head as you try to find ways to improve.

Are your current company processes becoming obsolete?

As your business continues to grow, your needs are likely to change. The result is that some of your current
processes may become outdated and not be relevant anymore for your company.

If that feels like you right now, it’s time for an upgrade. You’ll have to write a new standard operating procedure to
replace your current, obsolete processes.

Can your employees do their best at their jobs without guidance?

A little guidance goes a long way when it comes to optimizing employee performance. If you want your employees
to do their best at their jobs, then you’ll need to provide them with all the tools and resources they need for
success.

A standard operating procedure helps employees from feeling lost at their jobs. If something is not clear, they can
pull out the document and get direct answers to their questions.

Are you keeping your employees safe?

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Keeping your employees safe is vital for their well-being and productivity—especially in the age of COVID-19. Your
company must find ways to adapt to all the chaos by adopting new measures and safety protocols.

However, keeping your employees safe can be challenging without a clear set of guidelines. It’s too easy for people
in the workplace to forget to practice measures, such as wearing a mask or social distancing, for example.

Without a clear standard operating procedure, employees won’t know which safety practices they must adhere to.
As a result, you’re putting their health into jeopardy.

Chapter 3: The Benefits of Adopting a Standard Operating Procedure in the Office

Standard operating procedures help companies stay organized, achieve their goals faster, and make operations move
smoothly. They should be an integral part of each organization’s work environment.

So, without further ado, let’s dive into seven reasons why your company should implement an SOP:

Improve new employee training

Getting new employees up to speed is vital for your company’s growth. By onboarding them effectively, they’ll feel
more integrated into the office and ready to get things done.

That’s where providing new employees with a standard operating procedure comes in.

By going through your SOP, new hires will instantly know your company policies and understand your processes.
That means they’ll be spending less time on training and more on their new jobs.

If they have questions about an aspect of the new job, all they have to do is take a look at your SOP, and they’re
good to go. It’s going to save them countless time in advance.

It provides important information to everyone.

With a quality SOP, everyone in the workplace has access to vital information at any time. Employees, managers,
and clients can take a look at it to learn more about your office guidelines.

Improve workplace safety

There’s more to your company than just work. As mentioned earlier, you also want to make sure that your
workplace stays safe at all times.

Writing down a safety SOP helps outline all of the procedures that everyone in the office must follow. It’s going to
give your company peace of mind, and you won’t have to worry about damages to your office or anyone getting
hurt.

Find blind spots in your company processes

As you start writing your new standard operating procedure, you may begin to notice blind spots in your company’s
operations.

For example, you may notice that you’re not providing employees with enough technology they need for success.
Or that there are issues in your new hire process that you need to fix.

You can use these changes to improve your company policies and processes. It’s going to help create a better
environment for your employees.

Boost employee productivity

Another benefit that comes with writing down a clear SOP is a boost in office productivity. When employees have a
clear outline of their duties and expectations, they’ll be more likely to make progress on their tasks.

As a result, they’ll be able to reach their goals faster and help take your company to new heights. It’s a win-win for
everyone involved!

Produce more consistent results in the workplace

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A standard operating procedure also helps keep everything consistent in the office. Since it standardizes your process,
your outcomes are more predictable, and you’ll be able to produce consistent results.

It’s going to make it less likely for employees to forget necessary procedures or make mistakes. You’ll be able to
crush it in the workplace and deliver more value to your customers.

Legal compliance
Lastly, an SOP makes sure that your company stays compliant with local and federal laws. By documenting all the laws
that you have to respect in your SOP, it will help your staff members stay up-to-date with regulations.

If your company gets sued, the SOP can prove that your organization is following the necessary guidelines. It could
potentially save you many headaches in the long run.

The Best SOP Formats

There are different formats that you can use to create a new standard operating procedure. The proper structure
depends on your goal, the complexity of the process, and your employees’ needs.

Here is what each format looks like and how you can find the right one for your new SOP:

Checklists
A simple way to set up your standard operating procedure is through a checklist. All you have to do is create a list
of actions along with a set of boxes to check for employees as they go through the document.

It’s best suited for simple tasks in the office that don’t require too much decision-making.

Step-by-step list procedures

Just like you would with a cooking recipe, you can create your standard operating procedure in a step-by-step format.

Each step should have an action attributed to it, along with clear sentences that are easy to read. Step-by-step
procedures can be either bulleted or numbered—the choice is yours.

Hierarchical formats
If the procedure you want to create is more complex and requires more explaining, then the hierarchical format is
better suited to your needs.

An SOP written in a hierarchical format looks at the big picture of the procedure and then breaks them down into
tiny details. You can use this format if you have a process that follows more than ten steps.

Flow-Chart format
The flow-chart format, on the other hand, leads your employees based on specific conditions and circumstances.

It takes into account different variables that could impact their choice. As a result, employees that follow your flow-
chart procedure won’t have to follow each step outlined.

It’s worth noting that a flow-chart SOP typically takes more time and effort to create compared to other formats.

Chapter 4: 9 Steps to Creating a Standard Operating Procedure

Now that you know the benefits of implementing an SOP in the workplace, it’s time to take action.

Writing the perfect SOP requires a bit of preparation in advance. You’ll have to do a lot of research and interview
employees to understand their needs, but it’s going to be worth it in the long run.

Here’s how you can get started writing your standard operating procedure to create a more productive office
environment:

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Start by defining your audience
The first thing you should focus on as you write your SOP is to identify your audience. It will make the
documentation as relevant as possible and make sure that it answers your team’s needs.

For example, let’s say that you’re writing a standard operating procedure for new hires. You’ll want the SOP to
cover all of the questions they may have on the role so that they can be up to speed quickly.

The size of your audience is also something you want to keep in mind. If multiple people across different
departments will be reading your SOP, you must define which role will be in charge of each task.

Pick your SOP format

As mentioned earlier, you have four formats to choose from when it comes to creating your standard operating
procedure:

• Checklists
• Step-by-step instructions
• Hierarchical format
• Flow-chart format

Pick the one that better fits the processes you want to cover. The format should align with the complexity and
specific goals you want to achieve with your standard operating procedure.

Set up a talk with your team

The next step is to contact people who are responsible for the duties of your SOP. They’ll be able to provide
insights you can use to create the perfect standard operating procedure for your team.

After all, if you’re writing the SOP by yourself, you may not be aware of all the small details that matter. Discussing
with the employees in charge of the tasks you’re writing about ensures that your SOP is accurate.

To gain this vital information, you can either organize a group meeting or send your employees surveys to
complete. Doing so will bring you a step closer to creating the ideal SOPs for everyone in the office.

Check for documentation that’s already available

While you’re in the process of creating your SOPs, look out for any documentation that your organization might have.

You could already have SOPs written that simply just need an upgrade. The information listed on the document
could help you and save you plenty of time from doing research.

Find out the scope of the procedure

As you create your standard operating procedure, you need to find out what the scope of the processes is going to
look like.
Processes can span across different teams and departments, so you must know when to draw the line. Here’s what
you’ll need to cover when it comes to the scope of the procedure in your documentation:

• Where will the SOP not be applicable? For example, at what stage or department?
• For whom is the procedure specifically (content marketing team, HR people, etc.)?
• Are there any specifications you’ll need to call out?

Create a list of tools you need

Technology can make a big difference when it comes to maximizing your standard operating procedures.

You must include a list of technology that will facilitate the procedure for your employees for each SOP. For
example, if you’re on boarding a new list of employees, you’ll have to create a list of HR tools that might be useful.

Determine the metrics to measure your SOP’s effectiveness

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To get the most out of your SOP, you want to understand exactly how it’s performing. It’s going to require that your
SOP includes a list of metrics to measure.

Metrics provide insights on how you can continue to improve your standard operating procedure over time. Let’s
say that you’re creating an SOP for your company’s content marketing strategy—here are some metrics you’ll have
to keep track of:

• How much traffic are you generating per month?

• How many leads are you generating from your blog posts?
• How many keywords are you ranking for?
• What are your content shares and backlinks?

By diving deep into these metrics, you can proceed to improve your content marketing strategy. You’ll naturally see
an increase in results and your company’s performance.

Review the standard operating procedure with your team for accuracy
As you finish writing down your standard operating procedure, you want to review it to make sure it’s accurate
before publishing it for your team.

For example, if you’re writing down procedures for your sales team, you want to make sure that your sales
department takes a look first. They’ll be able to assess whether or not the documentation is genuinely relevant to
their needs.

Facilitate the reviews process

Don’t forget that your company’s needs will continue to change as you scale up. You’ll have to update your SOPs
for relevancy from time to time. That’s where using an SOP platform comes into play.

An SOP platform keeps all of your document processes and tasks in one place. You’ll be able to log into the
software and make instant changes to your procedure when you need to.

What does that mean? It means that you’ll be spending less time replacing and writing new standard operating
procedures. That’s extra time you can use to focus on your business instead and more important tasks.

Chapter 5: Getting Your Employees to Follow Your Standard Operating Procedures

So, you’ve created your brand-new standard operating procedure. You reviewed it with subject matter experts
to make sure it’s relevant and are now about to publish it for your whole team.

Great! To make sure it works in the long term, you need to find ways to ensure that employees continue to follow
the procedure over time. Here’s how you can make it happen with these simple steps:

Make your standard operating procedures easily accessible

Your standard operating procedure must be easily accessible and available at all times for your employees. Otherwise,
it will be easy for them to forget about your guidelines and feel lost during their tasks.

There are various ways you can make sure everyone can access your SOP. For example, you could upload the
document in one shared folder on Google Drive or DropBox.

You could also use specialized SOP software to keep track of all your documentation in one place. It will make it
easier to manage your tasks and implement new company policies.

Find Creative Ways to Make Employees Understand Your Standard Operating Procedures
Getting employees to go through your standard operating procedures is not enough. You want to make sure they
truly understand what each SOP consists of and what tasks they’ll be in charge of completing.

One way you can do this is to set up quizzes they can answer to get an idea of their knowledge. If you notice that
an employee has many wrong answers, you can ask them to take another look at the SOP and retake the quiz.

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Keep the standard operating procedure up-to-date from time to time.
You don’t want employees in the office to keep on following procedures that are out of date. That’s why you want to
update your policies from time and time to make sure they stay relevant.

Not only is it good for employees’ productivity, but it’ll prevent your business from being behind on industry changes
and trends.

Get an acknowledgment from your employees.

You must implement accountability in the workplace if you want employees to follow your standard operating
procedures. One way to do this is to get employees to sign a policy document that states they’ll be adhering to your
SOP, which will make them accountable for their tasks.

How SweetProcess Makes Setting up a Standard Operating Procedure Simple

SweetProcess is an HR platform that allows businesses to create standard operating procedures in no time.
Whether it’s to develop processes for your team or onboarding new employees, you’ll have all the tools you need
for success.

Here’s how countless happy customers are using SweetProcess to manage their standard operating procedures
better:

Document All of Your Procedures in One Place

As a business, you likely have many different procedures for various tasks. One common problem is that keeping
track of all of them can quickly become tricky and frustrating.

With SweetProcess, you can document all of your repetitive tasks in one place. Employees will have easy access
to them at any time if questions or issues arise.

There will also be less guesswork and emails on your end, saving you countless hours you can use to focus on other
business areas.

Improve Your New Hire Process

Hiring the best talent for your company is vital for business growth. However, that’s just the first step: you also need
to make sure you can onboard them effectively in the office.

With SweetProcess, you can easily create SOPs that cover all of the new hires’ information about their position. By
documenting each task, you’ll be able to get them up to speed much faster.

If anything about their new job doesn’t make sense, all they need to do is take a look at your SOPs.

Create a Dedicated Public or Private Knowledge Base

On top of creating beautiful and engaging standard operating procedures, you can use those documents to create
a knowledge base for your clients or employees. Employees will be able to find SOPs for any task they’re in charge
of doing.

SweetProcess equips your knowledge base with extra features such as search, feedback forms, and tracking. It will
contribute to a better user experience for your employees.

You’ll also be able to set up permission settings to restrict access to your procedures, processes, and policies.

Keep Track and Manage Tasks More Efficiently

By keeping all of your standard operating procedures in one place, it’s going to be easier to track the progress your
team is making.

For example, you’ll be able to keep track of how your content marketing team is making progress on blog posts. If
you notice that one employee is behind, you can set up a reminder that a deadline is just around the corner.

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It will boost your office productivity and make sure that everyone stays on top of their tasks.

Constantly Update or Refine Your Processes

As your business grows and evolves, it’s natural that your needs will change over time. Some of your processes
may quickly become outdated, and it’s going to be time for a fix.

SweetProcess makes it easy to update or refine your standard operating procedures so that they remain relevant.
You won’t have to worry about employees following obsolete guidelines.

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SELF – CHECK 3.3.1
STANDARD PROCEDURES

DEFINE THE FOLLOWING:

1. What Is a Standard Operating Procedure (SOP)?
2. Examples of SOPs in the workplace can include
3. The Different Types of Standard Operating Procedures

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ANSWER KEY 3.3.1
STANDARD PROCEDURES

1. A standard operating procedure (SOP) is an easy-to-understand, step-by-step document for office workflows
and routine operations. It consists of systemizing all of your company processes and putting them in one file.
2. • New client onboarding information
• Company policies
• Working instructions
3. Operational procedures:
Safety procedures
Administrative processes
Compliant management procedures
Infection control procedures
Quality assurance procedures

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INFORMATION SHEET NO.3.3.2 DOCUMENTATION PRODUCE

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Follow proper procedure in documentation

Why Proper HR Documentation is Essential

Good documentation is necessary for every human resources department. Proper documentation should follow your
employees from hire to retire. It’s what keeps companies compliant and safe from unsubstantiated lawsuits.

Problems arise when the documentation process becomes lengthy and cumbersome. If you visualize all the paperwork
HR requires employees to fill out, submit and save, you will see a very large pile. HR departments need to come up
with a way to easily gather and contain the documentation needed for each employee. A good record-keeping
process, one that keeps all employee documentation in one place, is the key to maintaining your company’s
security and compliance with local, state and federal laws.

What is process documentation, and why do I need it?

How to boost companywide accountability and performance by updating your business process-documentation
procedures

What is the definition of process documentation?

Process documentation is the method of internally capturing all the information necessary to properly execute a
business process within your organization. It is a continuous activity that must be carried out as processes are built
in order to ensure delivery of the desired outcome.

Why do I need to document processes?

As your business grows, so does its complexity. There are more steps, more people, and more things involved that
may not always be arranged in the most efficient way.

Rethinking how your business works may sound daunting, but it’s bound to get you major efficiencies. Process
documentation is the first step towards this!

This easy guide to process documentation will help you do it just right.

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What is Process Documentation?
Process documentation provides a detailed description of how to carry out a business process.

It includes all types of documents that support a process, like

• policies
• checklists
• tutorials
• forms
• screenshots
• links to other applications
• process maps
It is used as a guide to help employees at all levels, including decision makers and stakeholders, quickly understand
company processes.

Why Do It? : The Importance of Process Documentation

Documenting a process will help you achieve 5 key things:

1. Helps improve processes. Identify bottlenecks and inefficiencies by documenting the exact processes.
You’ll quickly see what processes that you need to improve or get rid of.
2. Helps train employees. You can use process documents to help new employees understand their job
roles and familiarize themselves with the processes they’ll be involved in. Even experienced employees
can still refer to these documents whenever they want to make sure that they are executing the process
right.
3. Helps preserve company knowledge. Keep a record of processes known only to a few people specialized
in doing them. That way even when they leave, the newcomers can resume the work easily.
4. Helps mitigate risks and maintain operational consistency.
5. Detailed process documentation is also a vital part of patents and trade secrets.

Who is Involved in Process Documentation

There are 3 key ownership roles in process documentation. In some cases, the same person may play all three roles.

How to Document Processes

Using a step-by-step method to document a process will help you get it done quickly.

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Step 1: Identify and Name the Process

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Figure out which process you are going to document first. Determine its purpose (why and how the process will
benefit the organization) and provide a brief description of the process.
Step 2: Define the Process Scope
Provide a brief description of what is included in the process and what is out of the process scope, or what is not
included in it.
Step 3: Explain the Process Boundaries
Where does the process begin and end? What causes it to start? And how do you know when it’s done? Get these
boundaries well defined.
Step 4: Identify the Process Outputs
Establish what will be produced by the process or what result the process will achieve once it is completed.
Step 5: Identify the Process Inputs
List down what resources are necessary to carry out each of the process steps.
Step 6: Brainstorm the Process Steps
Gather all information on process steps from start to finish. Either start with what triggers the process or start at the
end of the process and track back the steps to the starting point.

The brainstorming session should involve those who are directly responsible for the process tasks or someone with
extensive knowledge of it, as they can provide precise data.

Step 7: Organize the Steps Sequentially

Take the list of steps you’ve come up with and put them in a sequential order to create a process flow.

Keep the number of steps to a minimum and if a step includes more than one task, list them under the main step.

Step 8: Describe who is Involved

Decide each individual who will be responsible for the process tasks. Define their roles. Keep in mind to mention
their job title rather than their name.

Also be considerate about those who would be referencing the document. Write it in a way that any employee with a
reasonable knowledge can read and understand it.

Step 9: Visualize the Process

This is to improve clarity and readability of your documentation. Using a process flowchart, neatly visualize the
process steps you’ve identified earlier.

Step 10: Note down Exceptions to the Normal Process Flow

A business process may not always follow the same flow due to various reasons. Mention these exceptions and
what steps will be taken to address them.

Step 11: Add Control Points and Measurements

Identify where risks could occur in the process and add control points to help the process owner when monitoring
the process.

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Establish measurements to determine the effectiveness of the process and to help improve it.

Step 12: Review and Test the Process

Gather everyone involved and review the process flowchart you’ve mapped. Are there any missing steps? Is
everything in order? Once done, test the process and see if you’ve missed anything.

Tips and Tricks: Process Documentation Best Practices

• Keep the document simple and concise. While it should be technically accurate, it should be easy to follow.
• Have a proper plan in place to update the documents when/if the process would change. Make sure to
review them at least once a year.
• Or assign a process owner who can do regular reviews and notify others of the changes.
• Keep separate documentation for every different process to avoid confusion.
• When documenting processes for the first time, avoid covering the entire organization at once. Start from a
single process within a department or a major process common to the entire organization.
• Store the documents in a location that is easy to be accessed by anyone who is looking for it.
• Make sure that it is easy to be revised when needed and the new version can easily be distributed to
everyone involved.
• Have documents stored online in a central location via a process documentation tool. This will
automatically help with the above mentioned two best practices.
• Use appropriate examples, graphics, color coding, screenshots, multiple platforms etc. as necessary.
• Make sure the process documentation complies with the existing standards of your organization.
• If you are highlighting the process flow in a verbal format, always balance it with graphics – a process
flowchart.
• Add swimlanes to your business process flowcharts to distinguish different process roles, timelines etc.
• Create a process documentation guide, which anyone can refer to as a standard template for documenting
a process.
• Make use of existing documentary material, records, interviews, case studies, field-diaries of project staff
and the knowledge of employees to gather information for process documentation.

What’s In It for You: Benefits of Process Documentation

• Help get everyone on the same page by providing a common view of the process steps. A common view is
necessary for consistency.
• Where there is clear process documentation, changes to processes can be made in a timely,
straightforward manner.
• Helps identify ideal conditions for effective collaboration and performance.
• Helps identify bottlenecks and inefficiencies in processes (even in those “well-refined” procedures) that
may otherwise go unnoticed.
• A clearly documented process saves time and prevents errors by removing any confusion and by providing
clear instructions.
• Decreases costs and unnecessary spending of resources.
• Helps improve the overall quality of processes and quality of the outcome.
• Helps increase employee productivity as well as satisfaction.
• Since it is clearly recorded how processes should be carried out, it makes it easier to outsource work.
• Process documentation also helps easily automate processes when needed.

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 SELF – CHECK 3.3.2
DOCUMENTATION PRODUCE

DEFINE THE FOLLOWING:

1. Types of documents that support a process
2. What is the Importance of Process Documentation

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 ANSWER KEY 3.3.2
DOCUMENTATION PRODUCE

1. policies
checklists
tutorials
forms
screenshots
links to other applications
process maps
2. Helps improve
processes. Helps train
employees.
Helps preserve company knowledge
Helps mitigate risks and maintain operational consistency.
Detailed process documentation is also a vital part of patents and trade secrets.

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REFERENCES AND FURTHER READINGS

https://www.howtogeek.com/174062/how-to-tell-a-hardware-problem-from-a-software-problem/
https://samedaygeek.com/2021/12/16/how-to-identify-computer-problems/
https://www.indeed.com/career-advice/career-development/effective-problem-solving-steps
https://www.proprofsdesk.com/blog/common-help-desk-problems-and-solutions/
https://www.makeuseof.com/tag/13-windows-diagnostics-tools-check-pcs-health/
https://www.pluralsight.com/blog/tutorials/troubleshooting-hardware
https://www.rednightconsulting.com/11-common-computer-issues-fix/
https://www.sweetprocess.com/standard-operating-
procedure/#:~:text=A%20standard%20operating%20procedure%20(SOP)%20is%20an%20easy%2Dto,putting%20them
%20in%20one%20file.&text=SOPs%20provide%20employees%20with%20a,their%20best%20at%20their%20job.
https://creately.com/blog/diagrams/process-documentation-guide/

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 MODULES OF INSTRUCTION
ELECTRICAL INSTALLATION AND MAINTENANCE NC II
QUALIFICATION

UNIT OF COMPETENCY DEVELOP CAREER AND LIFE DECISIONS

MODULE TITLE DEVELOPING CAREER AND LIFE DECISIONS

This module covers the knowledge, skills, and

MODULE DESCRIPTOR attitudes in managing one’s emotions, developing reflec-tive practice, and
boosting self-confidence and developing self-regulation

NOMINAL DURATION 3 HOURS

LEARNING OUTCOMES

At the end of this module you must be able to:

1. Manage one’s emotion

2. Develop reflective practice
3. Boost self- confidence and develop self- regulation

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 LEARNING OUTCOME SUMMARY

UNIT OF COMPETENCY 4 DEVELOP CAREER AND LIFE DECISIONS

LEARNING OUTCOME
1. Manage one’s emotion
2. Develop reflective practice
3. Boost self- confidence and develop self- regulation
CONDITION:
• Access to workplace and resources
• Case studies

METHODOLOGY:
• Group
• discussion
• Interaction
• Reportorial
ASSESSMENT METHOD:
• Demonstration or simulation with oral questioning
• Case problems involving work improvement and sustainability issues
• Third-party report.

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LEARNING EXPERIENCES

LEARNING OUTCOME NO.1: MANAGE ONE’S EMOTION

Learning Activity/Guide Special Instruction
• Read Information Sheet 4.1.1 on Self-managemen • Perform all activities required.
strategies that assist in regulating behavior and achieving • You must get a rating of 80 to 100%. If
personal and learning goals (e.g. Nine self- managemen you get below 80% rating, go over the
strategies according to Robert Kelley) same activities.
• Answer Self-Check 4.1.1 on Self-managemen • If you get the required rating,
strategies that assist in regulating behavior and achieving proceed to the next activities.
personal and learning goals (e.g. Nine self- managemen
strategies according to Robert Kelley)
• Compare Answers to AnswerKey
• Perform Task Sheet. No.4.1.1 on
Self-management strategies that assist in regulating
behavior and achieving personal and learning goals (e.g.
Nine self- management strategies according to Robert
Kelley)
• Read Information Sheet 4.1.2 on Enablers and barrier • Perform all activities required.
in achieving personal and career goals • You must get a rating of 80 to 100%. If
• Answer Self-Check 4.1.2 on Enablers and you get below 80% rating, go over the
barriers in achieving personal and career goals same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next activities.
• Perform Task Sheet. No.4.1.2 on
Enablers and barriers in achieving personal and career
goal
• Read Information Sheet 4.1.3 on Techniques in handlin • Perform all activities required.
negative emotions and unpleasant situation in the • You must get a rating of 80 to 100%. If
workplace such as frustration, anger, worry, anxiety you get below 80% rating, go over the
etc. same activities.
• Answer Self-Check 4.1.3 on Techniques in • If you get the required rating,
handling negative emotions and unpleasant proceed to the next activities.
situation in the workplace such as frustration,
anger, worry, anxiety, etc.
• Compare Answers to AnswerKey
• Perform Task Sheet. No.4.1.3 on
Techniques in handling negative emotions and
unpleasant situation in the workplace such as
frustration, anger, worry, anxiety, etc.

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 Information sheet no.4.1.1 self-management strategies that assist in regu-lating behavior and achieving personal
and learning goals (e.g. nine self- management strategies ac-cording to rob-ert kelley)

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Know the importance of self-management
• Improve self-management skills

Why self-management is key to success and how to improve yours

Developing self-management skills

When you have strong self-management skills, you tend to be more successful at work. That's because these skills
help you stay productive and find ways to embrace your independence. Even if you feel that your abilities in this
area are lacking, there are plenty of ways you can work to improve them. Here we further discuss how to manage
yourself and provide tips for developing this characteristic.

What are self-management skills?

Self-management is our ability to manage our behaviours, thoughts, and emotions in a conscious and productive way.

Someone with strong self-management skills knows what to do and how to act in different situations. For instance,
they know how to control their anger when the umpire unfairly calls their child out at a little league game. They
know how to avoid distractions while working from home, so they can maintain focus and stay productive. They
know what they need to do to achieve their fitness goals — and they follow through.

Self-management means you understand your personal responsibility in different aspects of your life, and you do
what you need to fulfil that responsibility.
Self-management skills are your ability to regulate and control your actions, feelings, and thoughts, with these
skills, you can follow through on the work you’re supposed to be doing. Likewise, being able to manage yourself
can help you be more successful in your goal-setting efforts. Having these skills gives you more control over your
career, which may eventually lead to more exciting opportunities.

Why are self-management skills important?

Self-management skills are an important part of showing that you’re a reliable employee. Those without these skills
may be unpredictable, which can make an employer nervous. For instance, when someone has a hard time
controlling their emotions, they could snap at a customer or say something hurtful to another employee. With having
self- regulation, you can calm intense emotions and thoughts, which can lead to smarter actions.

Examples of self-management skills

The following skills are examples of self-management in the workplace:

• Reliability: Your employer and colleagues can always count on you. When you make a promise, you follow
through.
• Stress management: In high-pressure situations, you remain calm and collected. Rather than losing your
focus, you find a way to solve stressful problems.
• Time management: You can prioritize your tasks and get things done on time. You have ways to stay
motivated and avoid procrastination.
• Trustworthiness: You have a strong code of ethics and always follow your moral compass. Your team can
trust what you say and that you will act in the best interest of everyone.
• Adaptability: When things suddenly change, you can control your discomfort and roll with it. Figuring out
ways to embrace new situations comes easily to you.

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 • Conscientiousness: You are always mindful of what you say and the way you treat others. Others would
describe you as kind and thoughtful.
How to improve self-management skills
If you feel like you could improve your self-management skills, follow these steps:

1. Take care of yourself

Oftentimes, people lose their temper or become disorganized when they aren’t feeling like their best
selves. When you prioritize your own wellbeing, you can be more in control of the way you act. This means
eating healthy, getting enough sleep, and regularly exercising. Along with taking care of your physical
health, make sure to check in on your mental health. Finding ways to relax, getting the support you need,
and being more mindful are all ways you can feel more centered.
2. Practice being patient
Managing yourself is much easier when you have a strong sense of patience. For many people, this
characteristic comes with practice. When trying to be more patient, remember that everyone works on their
own timeline. Likewise, embrace the fact that you don’t have control over many situations and simply need
to remain calm as you wait.
3. Focus your attention on one task
Contrary to popular belief, people do not have the ability to successfully multitask. In order to feel more
organized and on top of your work, try to focus all of your attention on one task at a time. By creating your
own organizational system that helps you prioritize your responsibilities, you can feel calmer and focused.
This strategy can help you avoid feeling overwhelmed or stressed.
4. Reflect on your strengths
Take a moment to think about what skills you do best. By understanding what you’re good at and making
an effort to become an expert in these areas, you can be in more control of your career trajectory. For
instance, if you are a great communicator, you could aim for a role where you can work directly with
others. Embracing your strengths can help you feel more confident and at ease.

How to use self-management skills in the workplace

Being conscientious of your actions at work is an important part of self-management. By showing that you can
control your actions and act professionally, people will see you as a respectable employee. Practice your self-
control in the workplace with these ideas:

1. Set goals
Setting your own goals shows that you have the self-control to reach your ambitions. By staying on track and
measuring your progress, you are conveying that you can manage your time and priorities. When setting goals,
follow the SMART goal method, meaning that your goals should be specific, measurable, achievable, relevant, and
time-bound.
2. Plan for each workday
Keeping a calendar can help you stay organized for the week. Map out all of your tasks and prioritize when you
need to complete each one. At the end of each workday, set aside some time to assess what you still need to
complete the next day. There are also many things you can do at home to assure you’ll have a successful
workday. Examples include picking out your outfit the night before, meal prepping, and getting to bed early.
3. Come to meetings prepared
One way to show your colleagues that you have self-control is by being a valuable resource in a meeting. This
means that prior to the meeting, you are organizing your notes, preparing talking points, and gathering important
information. Make sure to arrive at the meeting on time or a few minutes early as well. On days when you know
you have a meeting, make sure to eat a healthy breakfast, and give yourself enough time to get ready for work.
4. Think before you speak
When discussing a project with colleagues, think through what you’re going to say. This way, you can avoid
hurtful responses and offer truly valuable insights. Even if you have critiques, there are always alternative ways
to share your thoughts in a productive and professional way.

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12 tips to sharpen your self-management skills
Even those with strong self-management capabilities can falter now and then. Perhaps you didn’t get much sleep
last night, and let your emotions get the better of you at a team meeting. Or maybe you got so bogged down in
urgent tasks, that you lost sight of what was truly important. It happens to the best of us.

Here are some ways you can sharpen your skills and improve how you self-manage.

1. Keep your promises. There are two parts to keeping your promises. First, do what you said you would do
(DWYSYWD). It creates trust with others and within yourself. Second, be careful what you say yes to. Your job
is not to be a hero. It is to stay focused on your role and to work to your strengths. Know your boundaries,
but apply compassion as you hold them.
2. Align to the right level of engagement. Appropriate engagement varies from the executive table to
individual contributors. There is a continuum from strategy to execution that moves from “why” to
“what” to “how”. Keep your focus on the right point for your role. As a middle manager, for example,
your job is to translate the “why” of strategy into the “what” of discreet projects. It isn’t your job to figure
out how to do those projects.
3. Focus on what you can control. No matter how good the plan we make, we are not in control of, or
responsible for, everything that happens around us. What we are in control of is how we respond to the
impact of these circumstances. Fred Kofman, the author of Conscious Business, likes to ask “how are you
response-able?” What is the best action you can take right now?
4. Be a player, not a victim. If you begin to feel things like “this isn’t fair” or “why didn’t they meet the
deadline?” you are likely seeing yourself as a victim. How can you move from victim to player? A player
works with intention rather than being controlled by external events. They can often find themselves
engaged more productively by evoking a coaching stance, being creative to propose solutions, or
respectfully challenging the status quo.
5. Know who you are (and who you aren’t). Keep an inventory of your strengths in mind, and as you plan
your work, assign yourself work that fits these strengths. The corollary here is that you also know what you
aren’t good at, which means finding others who are. For example, I’m aware that I am strong in looking at
the new requirements and building solutions to address them. I am poor at (and disinterested in) fixing
things already in use, so I always look to have a trouble-shooter around me.
6. First things first. If we have a good plan we know the critical items we have to get done. We also know that
there will be many demands/requests for our time helping others meet their objectives. We need to stake
out time on our calendars for our work first, while still allowing enough time to be supportive of others and
to stay in tune with the organization. By doing this, you control which items of lesser priority get your time.
7. Meetings with yourself. Make time for yourself to stay on plan. At a minimum, set time aside for a one-hour
weekly meeting where you take stock of progress, catalog problems, notice opportunities, and update your
plans for the next week, month, or quarter. If taking work home with you is a problem, you might do
this daily to “check out” of the office so you know where to pick up in the morning.
8. Nurture yourself. You can’t do your best if you aren’t at your best. Know that you will be most effective if
you eat well, focus on physical wellbeing, and get at least seven hours of sleep daily.
9. Take breaks. It is very easy to get caught up in work, and being tied to your desk is counterproductive.
Taking breaks allows time to release stress and recharge. Get creative: visit a colleague, get some water,
go out for a walk in nature, or call your partner. Just get away from work for a few minutes several times a
day.
10. Practice mindfulness. Introduce the habit of mindfulness and meditation into your day. When we enter a
state of meditation, it is just as helpful to our brains and bodies as sleep. Spending 5-10 minutes, a couple
of times each day, can create new energy for us.
11. Avoid “coveting.” Coveting is defined as a yearning to possess or have something. When we do this, we
attach our happiness to future outcomes which can provoke feelings of stress in the present about
achieving those outcomes. Keep your energy in the present, knowing that good work now leads to good
outcomes later.

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 12. Don’t multitask. The idea of multi-tasking has somehow been given a badge of honor. The fact is that
human minds don’t work that way. We are wired to do one thing, and then switch tasks. Switching tasks
requires energy to refocus, so the more we do it the more time and energy we waste.

Final thoughts on self-management

Self-management is a critical workplace skill that we can all improve. We’re only human, after all. Take some time
to consider in what ways you excel at self-management, and where you might improve.

Stay conscious of your thoughts, desires, and feelings as you go through your day, and take note of those you
need to work on. Acknowledging the need for improvement is a big step toward attaining it.

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 SELF – CHECK 4.1.1
Self-management strategies that assist in regulating behaviour and achieving personal and learning goals (e.g.
nine self-management strategies ac-cording to robert kelley)

DEFINE THE FOLLOWING:

1. Why are self-management skills important?

2. Examples of self-management skills

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 ANSWER KEY 4.1.1
Self-management strategies that assist in regulating behaviour and achieving personal and learning goals (e.g. nine
self-management strategies ac-cording to robert kelley)

1. Self-management skills are an important part of showing that you’re a reliable employee. Those
without these skills may be unpredictable, which can make an employer nervous. For instance, when
someone has a hard time controlling their emotions, they could snap at a customer or say something
hurtful to another employee. With having self-regulation, you can calm intense emotions and thoughts,
which can lead to smarter actions.
2. Reliability: Your employer and colleagues can always count on you. When you make a promise, you
follow through.
• Stress management
• Time management
• Trustworthiness
• Adaptability
• Conscientiousness

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Information sheet no.4.1.2 Enablers and barriers in achieving personal and career goals

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• learn how to get around these obstacle in achieving personal and career goals
• overcome perceived barriers in achieving our goals

BARRIERS TO ACHIEVING YOUR GOALS

Whatever our goal and whoever we are, the road to achieving our desired outcome (dream, goal, accomplishment,
personal achievement) will inevitably be bumpy, rough, full of challenges, blocks, obstacles or barriers. Whichever
term you choose to use to describe the hiccups along the way, they’ll be there.

So, we need to ask ourselves when setting a goal: “what obstacles or challenges (my choice of words, as they
imply, I can do something about them) are possibly going to get in my way?” If you set out on a car journey, you
tend to have planned your route in advance, or at least have a trusty sat-nav at the ready to help you along the
way. Then, if there is trouble on the roads, say bad traffic, or an unexpected diversion, you’d hopefully have an
alternative route planned. If not, you’ll figure something out, right? You won’t just give up and go home.

So, why when we set goals do we sometimes meet barriers and just give up?

Well, there are a variety of reasons and it would require me to write an entire coaching book rather than a quick
blog to address them all, so today, we’ll focus on barriers.

WHAT ARE YOUR BARRIERS? ARE THEY REAL OR PERCEIVED?

Obviously, there will be real barriers to achieving a goal. A lack of finance, time constraints, and child care issues, a
need to up-skill or get support and the need to acquire resources. We can usually do something about these and
the trick is to learn how to get around these.

But, what we forget to address and which is the most powerful force in holding most people back, are perceived
barriers.

Perceived barriers are the limitations we create for ourselves in our own minds. These stop ourselves from being
who and what we want to be, doing what we want to do and feeling the way we want to feel.

Perceived barriers give way to that age-old cycle of self-sabotage. A great deal of my work is helping people to
identify, address and make changes to destructive, limiting and hurtful patterns of thinking and behaving.

Why do we do it? Well, the list of reasons is endless, personal and unique to each individual. Growing up in a
family that didn’t believe in you, experiencing bullying, collecting and believing limiting self-beliefs from family,
friends, teachers, the media, romantic relationships. These could also include the relationships we develop with
ourselves that impact on our self-talk, self-esteem, self-image, self-belief, self-motivation, self-discipline and self-
confidence.

Our perceived barriers are unhelpful and negative assumptions that we make about ourselves.
A few Examples Include:
• It’s not worth it (I’m not worth it)
• People like me are just unlucky
• I got the fat genes
• I’m too old
• I’m too young
• People from my area don’t

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Again, this list of limiting perceived beliefs would go on and on, and they are unique to everyone.

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How to overcome career barriers
If you’ve got big ambitions for your career, but you feel like you’ve hit a barrier, you aren’t alone. In 2020, research
from accreditation body Investors in People found that 23% of people in the UK are unhappy in their roles.
Worldwide, the 2020 Randstad Workmonitor Report found that 26% didn’t indicate job satisfaction. But there can
be a brighter future ahead: if you’re looking to add new energy and direction to your career, here are our tips to
help you get there.

• If you believe you can do it, apply for it

• If you’ve found a role or a promotion you want, but you’re missing one of the criteria, ask yourself: do you
think you’d excel in the role anyway? If the answer is yes, then apply. In studies from the Harvard Business
Review, only 12.4% of men and 9.7% of women who hadn’t applied for a job believed the missing
qualification would actually affect their performance.
• Show that you’re a strong candidate, and it may turn out that the criteria you’re missing isn’t essential or
could be picked up on the job. Just take it from Barclays UI Developer Anastasia Malkova, a former air hostess
who taught herself basic coding between flights. Even though she didn’t have every skill straightaway,
Anastasia took the leap and applied to launch her tech career with us. Today, she’s constantly picking up
new things in her role: “I still have a lot to learn in the tech space – I always will as it develops every day –
but Barclays have created a safe environment for me to do so.”
• “If you believe in yourself and you’re willing to go that extra mile, the possibilities are limitless.”
• Identify your skill gaps and fill them
• To help with your next career move, have a think about your current skillset and identify where there’s
room for you to grow. Once you’ve spotted any gaps, be proactive about trying to fill them – such as taking
on different kinds of tasks in your role and challenging yourself, or seeking out courses that will help you
pick up a new skill altogether.
• At Barclays, our colleagues have plenty of opportunities and resources to build up their skills. As current
Technology Analyst Joshua Nuesca says, “Upskilling is heavily encouraged here. We have access to
thousands of on-demand courses, regularly refreshed with new technologies.” Whether it’s training offered
by your business, a senior colleague who could mentor you, or online training libraries like our own public
hub Barclays LifeSkills, how can you upskill?
• Ask for support and advice
• It might be that taking the next step in your career feels out of reach for other reasons – be it financial
restrictions or work/life balance. Maybe you’d like a new qualification, but you’re worried about course fees
or about balancing study time with caring for your family. In that case, could you talk to your employer or to
the course provider to find out what part-time options and financial support are available? Ask for advice
before you pass on the opportunity, because you never know what arrangements might be possible.
• For instance, at Barclays, we offer degree programmes and the chance to gain professional qualifications,
with courses tailored around both full-time roles and family commitments. Here’s Natalie, who gained a
degree whilst acting as a full-time carer: “I’m now studying for a BA (Hons) in Business Management and
Leadership, and I’ve got a brilliant support network around me. They also support me with the other huge
part of my life – caring for my mum.”
• Think about whether you’re heading in the right direction
• In some roles, it might seem like there’s only one traditional path for promotion – a logical chain of jobs you
move through. It’s important to think carefully though about whether that next role is really what you want.
Imagine yourself in the role and think about whether the day-to-day detail of the work excites you. Or, as
Global Head of Markets Operations Technology, Augusta Sanfilippo, says: “Always think about the passion
that you have and recognise what gets you motivated, because that’s going to drive everything you do.”
• Explore all the options within your business, if you can, to get a sense of what you’re really interested in. A
good place to start is by reaching out to other teams and asking if you could shadow them, which will give
you a much better picture of the different career paths available. We help our colleagues to explore here to
enable them to do that: as current Barclays Risk Apprentice, Alistair Caddy, says, “Exposure to various
areas of the bank really allows you to plan out your ideal career path.”
• At Barclays, there are so many opportunities for you to have a career that you’re passionate about
• wherever you are in the world. From apprentices to senior leaders, we help our colleagues to grow their
skills, achieve their goals and explore different possibilities.

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This isn’t an easy journey, but it is worth it. Remember not to let your perceived barriers about changing your mind-
set stop you from doing so!

10 Challenges That Affect Career Goals and Tips To Overcome Them

10 challenges that affect career goals

Knowing some common career challenges can help you plan for those potential obstacles so you can continue making
progress toward your goals. Here are 10 challenges that can affect your career goals with ways to solve them
effectively:

1. Lack of qualifications
Lacking the required qualifications for a role, such as educational requirements or skills, is a common challenge
that many professionals may face in their careers. If you lack the necessary qualifications for the job you want,
there are ways you can work to meet the requirements. Research the criteria for the position to understand the
education and skills required for the role. Search for classes you can take or certifications you can earn related to
the position. Highlight this training on your resume to show employers your commitment to expanding your skill set.

2. Not enough experience

Many jobs require candidates to have relevant experience for the position. If you have little or no experience, it can
be challenging to show employers you have the right qualifications for the job. When applying for jobs with less
experience than required, tailor your resume to feature your transferrable skills, such as communication. Show
employers how the experience you've gained in another job or industry relates to the new position. If you want to
gain experience before applying, complete some side projects on your own. For example, you may start a blog to
demonstrate your skills for a copywriting position.

3. Self-doubt
If you lack faith in your abilities, it can keep you from progressing in your career. For example, some professionals
may focus on the skills they lack to reach their goals, rather than the skills they already have. If you experience
self-doubt about your career, take some time to identify your strengths and consider how you can use them to
achieve your goals. Develop a mantra you can repeat to yourself when you're lacking confidence, such as, "I have
many valuable skills." Focusing on your unique skills can help you feel empowered to continue working toward your
goals.

4. Changes in industry
When there are changes in your industry or position, it may affect your professional goals. For example, if your
industry becomes more reliant on technology, you may find it difficult to advance in your career if you have
limited technical skills. Throughout your career, it's helpful to remain flexible and continue learning to adapt to
changes that may occur. Read books and articles about your industry to stay up to date on new trends.
Volunteer for new challenges at work to develop or improve your skills. Consider changes to be opportunities
for you to continue growing professionally.

5. Questions after promotion

Getting a promotion can be rewarding, but some professionals may also feel unsure about how to be successful in
their new roles. After a promotion, you may have questions about how to lead a team, or you may feel uncertain
about the next step in your career path. If you have questions after a promotion, it's helpful to find a mentor who
can offer advice. Reach out to someone who's held your new position before and ask them how they handled the
transition. They can also provide guidance about your career path to help you plan your next goal.

6. Time
Time may feel like a limiting factor when you're working toward your career goals, particularly if you're hoping to
transition to a new career. It can be difficult to make time for your goals when you're working in another job.
Commit to your goals by scheduling daily or weekly appointments to work toward them. Write these appointments
in a planner or digital calendar as a visual reminder to yourself. During that time, stay focused on tasks you can
complete to make progress toward your goals. When you make your goals a priority, you're more likely to
accomplish them.

7. Fear
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Fear can often prevent professionals from working toward their career goals. For example, they may be afraid to
change careers or cautious about asking for a promotion. When you feel fearful about your career goals, it's helpful
to analyze your fears to determine why you have them. Once you understand the reason for your fear, you can
make a plan to manage this emotion. For example, if you're nervous about asking for a promotion, make a list of
significant projects you've completed and examples of times you've asked for additional responsibilities to help you
prepare your pitch.

8. Financial obligations
There may be financial obligations, such as mortgage payments, rent or bills, that prevent professionals from
achieving their career goals. For example, they may refrain from pursuing a job that aligns with their interests
because it pays less than their current job. When money becomes a career challenge, it's helpful to create a
financial plan to help you balance your goals and your financial obligations. Set financial goals for yourself, such as
paying off your student loans before you apply for a new job. A financial plan can help you feel prepared to achieve
your career goals.

9. Uncertainty about goals

Some professionals may face challenges in their career because they're uncertain of the goals they want to set for
themselves. They may be unsure about the types of jobs that align with their passions or the career options they
may have based on their skills and experience. If you're uncertain about your own career goals, do some research
to help you learn about different jobs and industries that appeal to you. For example, if you have bookkeeping skills
and a desire to work from home, you may research some companies that hire accountants to work remotely.

10. Burnout
Burnout occurs when professionals feel stress related to the work. It may cause them to feel frustrated about
their career path or unmotivated to reach their professional goals. If you experience burnout, evaluate the factors
that may be causing it. For example, if you're experiencing burnout because you started a new shift at work, realize
that it may take time for you to develop a new routine. If you believe there are deeper factors contributing to your
burnout, such as dissatisfaction with your industry, begin to think about the relevant skills and experience you can
bring to another job.

Tips for overcoming challenges that affect career goals

Here are some tips to help you overcome challenges to your career goals:

Have a career plan

Creating a career plan can help you determine the professional goals you want to achieve and develop a plan to
reach them. While developing your career plan, it's helpful to identify any potential challenges that may affect your
goals. Being aware of potential challenges in your career can help you determine ways to minimize those
obstacles. For example, if your goal is to advance to a higher position within your company but you have limited
leadership experience, you may decide to take an online course to help you develop these skills.

Gather information
Researching your career goals can help you understand the path you can take to reach them. Attend jobs or career
fairs to help you learn about different jobs that may interest you. Read books or articles to become familiar with the
industry you want to work in or the job you want to have. Join a group or professional association to grow your
network and speak with other professionals about their own career paths. Gathering this information can help you
feel confident about your career goals and manage potential challenges successfully.

Adapt to change
Being flexible to changes can help you continue working toward your professional goals. Throughout your career,
your priorities may change and you may want to set new professional goals. Other times, the changes may be
outside of your control, such as a company limiting advancement opportunities. Adapting to these changes can
help you evaluate your goals and find new ways to reach them. For example, if your industry experiences a decline
in employment growth, you may research other industries where you can use your transferrable skills.

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Examples of challenges that affect career goals
Here are two examples of challenges that can affect career goals with possible solutions to help you navigate your
own career path:

Example 1
Daniella has a goal to become a licensed practical nurse, but she's unable to enter a program to earn her
certification until next year. She decides to spend the year gaining relevant skills to help her be successful in her
future career. Daniella applies to several medical clinics and gets a job as a medical receptionist. Over the next
year, she becomes comfortable interacting with patients and handling medical records. She also learns some
medical terminology. When Daniella starts the nursing program, these skills help her in many of her classes.

Example 2
Derrick is an accountant who wants to transition into a new career as a web developer. Although Derrick has many
self-taught technical skills, he decides to earn a professional certification in web design to highlight on his resume.
He also joins a professional association to grow his professional network and continue learning new skills. After six
months, Derrick starts applying for web developer jobs. By personalizing his resume to feature his certification and
association membership, he's able to find an entry-level role and make the transition into a new career.

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 SELF – CHECK 4.1.2
Enablers and barriers in achieving personal and career goals

Essay:

1. Give at least 10 Challenges That may affect your Career Goals and write how will you
overcome them

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 ANSWER KEY 4.1.2
Enablers and barriers in achieving personal and career goals

1. Students will give the answer

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 Information sheet no.4.1.3 Techniques in handling negative emotions and unpleasant situation in the workplace
such as frustration, anger, worry, anxiety, etc.

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Learn how to handle emotions, and "choose" reactions to bad situations?
• Learn different strategies and deal with these negative emotions

Negative emotions
Negative emotions can be described as any feeling which causes you to be miserable and sad. These emotions
make you dislike yourself and others, and reduce your confidence and self-esteem, and general life satisfaction.

Emotions that can become negative are hate, anger, jealousy and sadness. Yet, in the right context, these feelings
are completely natural. Negative emotions can dampen our enthusiasm for life, depending on how long we let them
affect us and the way we choose to express them.

Holding onto negative emotions causes a downward spiral

Negative emotions stop us from thinking and behaving rationally and seeing situations in their true perspective.
When this occurs, we tend to see only what we want to see and remember only what we want to remember. This
only prolongs the anger or grief and prevents us from enjoying life. The longer this goes on, the more set the
problem becomes.

Dealing with negative emotions inappropriately can also be harmful – for example, expressing anger with violence.

Emotions are complex reactions

Emotions are complex reactions involving many biological and physiological processes within our bodies. Our brain
responds to our thoughts by releasing hormones and chemicals, which send us into a state of arousal. All emotions
come about in this way, whether positive or negative.

It’s a complex process and often we don't have the skills to deal with negative feelings. That’s why we find it hard to
cope when we experience them.

How to deal with negative emotions

There are a number of coping strategies to deal with negative emotions. These include:

• Don’t blow things out of proportion by going over them time and again in your mind.
• Try to be reasonable – accept that bad feelings are occasionally unavoidable and think of ways to
make yourself feel better.
• Relax – use pleasant activities like reading, walking or talking to a friend.
• Learn – notice how grief, loss and anger make you feel, and which events trigger those feelings so
you can prepare in advance.

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 • Exercise – aerobic activity lowers your level of stress chemicals and allows you to cope better with
negative emotions.
• Let go of the past – constantly going over negative events robs you of the present and makes you
feel bad.

Managing Your Emotions at Work

We are emotional creatures. It is hard for us, as humans, not to be emotional. Whilst it is generally good to be in
touch with our emotions and to not suppress them, there are situations where we must somehow manage our
emotions especially well. That’s notably the case at work.

Emotional outbursts at work could be due directly to work-related matters or to stressors from our personal life
spilling into our work life. Handling our emotions (particularly negative ones) at work is often seen as a measure of
our professionalism.

According to a study done, the most common negative emotions experienced at work are frustration, worry, anger,
dislike and unhappiness.

Do any of these emotions seem familiar to you? You may experience other, less common negative emotions that
will also leave you feeling stressed. From a certain standpoint, it is never good to repress or suppress emotions, positive
or negative. However, our emotions must be managed to allow us to function in various situations. What are some
of the strategies you can use to cope with negative emotions?

10 Strategies to manage negative emotions at work

1. Compartmentalisation (when negative emotions from home affect your work)

Try and leave personal matters and issues at home. When you commute to work, use that time to tell your mind to
let go.
For example, if you are taking the MRT/bus/driving, at each station/bus stop/traffic stop, mentally ask the offending
person to get off or ‘push’ the stressor out.
Some find it helpful to mentally ‘store/lock up” the issue in a box for the time being.
You can also compartmentalise work-related stressors so that your emotions at work don’t spill over into your
personal life too.
2. Deep breathing & relaxation techniques
This will help with emotions like anxiety, worry, frustration and anger.
Take deep breaths, inhaling and exhaling slowly until you calm down. Slowly count to 10.
You can take a walk to cool down, and listen to some relaxing music.
Talk to someone who can help you calm down.
3. The 10-second rule
This is especially helpful if you are feeling angry, frustrated or even
irate. If you feel your temper rising, try and count to 10 to recompose
yourself.
If possible, excuse yourself from the situation to get some distance but do reassure the other party that you will
come back to deal with the matter.
4. Clarify
It is good to clarify before reacting, in the event that it could be a simple misunderstanding or miscommunication.
5. Blast your anger through exercise
Instead of losing your cool, plan on hitting the treadmill or going to a kick-boxing class to let the anger out of
your system.
Exercise is also a good way to get a solid dose of mood-enhancing endorphins.
In addition, exercise will help to release any physical tension in your body.
6. Never reply or make a decision when angry
In this day of instant communication, it’s easy to just shoot off an email or text that you may regret later.
Never let your anger or unhappiness cloud your judgement.
Hold off all communication while you are still angry. You can type it first but save it as a draft and sleep on it for a
day. Re-read it the next day or even let someone you trust take a look at it before you send it.

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7. Know your triggers
It helps when you are able to recognise what upsets or angers you.
This way, you can prepare yourself to remain calm and plan your reaction should the situation
occur. You may even be able to anticipate the other party’s reaction.
8. Be respectful
Treat your colleagues the same way you would like to be treated yourself.
If the person is rude, there’s no need to reciprocate. We can stay gracious and just be firm and assertive without
being aggressive. Often, rude people will mellow down if they don’t get a reaction from you and realise that they are
the only one shouting in the room.
9. Apologise for any emotional outburst
Sometimes our emotions do get the better of us.
If you do have an emotional outburst, apologise immediately to the person and perhaps to those around you who
have heard it.
You need not explain yourself or be defensive. Just a simple “I am sorry. I reacted badly” would make a big difference.
10. Never bring your negative emotions home
It is good practice to let go of any anger, frustration and unhappiness at the end of every workday.
Harbouring negative emotions allows them to fester like mould, bringing you to a breaking point. So it’s best to
empty the emotional “trash can” on a daily basis, to prevent overwhelm.
You can use the compartmentalisation method mentioned above, or you can plan to engage in enjoyable activities
after work with your friends and family.

Common Negative Emotions at Work

"Emotions at Work: What Do People Feel, and How Should We Measure It?"

According to Fisher's research, the most common negative emotions experienced in the workplace are as follows:
• Frustration/irritation.
• Worry/nervousness.
• Anger/aggravation.
• Dislike.
• Disappointment/unhappiness.

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 SELF – CHECK 4.1.3
Techniques in handling negative emotions and unpleasant situation in the workplace such as frustration, anger,
worry, anxiety, etc.

Essay:

1. Give at least 10 Strategies to manage negative emotions at work

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 ANSWER KEY 4.1.3
Techniques in handling negative emotions and unpleasant situation in the workplace such as frustration, anger,
worry, anxiety, etc.

1. Compartmentalization (when negative emotions from home affect your work)

2. Deep breathing & relaxation techniques
3. The 10-second rule
4. Clarify
5. Blast your anger through exercise
6. Never reply or make a decision when angry
7. Know your triggers
8. Be respectful
9. Apologize for any emotional outburst
10. Never bring your negative emotions home

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LEARNING EXPERIENCES

LEARNING OUTCOME NO.2: DEVELOP REFLECTIVE PRACTICE

Learning Activity/Guide Special Instruction
• Read Information Sheet 4.2.1 on Basic SWOT analysis • Perform all activities required.
• Answer Self-Check 4.2.1 on Basic SWOT analysis • You must get a rating of 80 to 100%. If
• Compare Answers to AnswerKey you get below 80% rating, go over the
same activities.
• Perform Task Sheet. No.4.2.1 on
Basic SWOT analysis • If you get the required rating,
proceed to the next activities.

• Read Information Sheet 4.2.2 on Strategies to • Perform all activities required.

improve one’s attitude in the workplace • You must get a rating of 80 to 100%. If
• Answer Self-Check 4.2.2 Strategies to improve you get below 80% rating, go over the
one’s attitude in the workplace same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next activities.
• Perform Task Sheet. No.4.2.2 on
Strategies to improve one’s attitude in the workplace

• Read Information Sheet 4.2.3 on Gibbs’ Reflective • Perform all activities required.
Cycle/Model (Description, Feelings, Evaluation, Analysis • You must get a rating of 80 to 100%. If
Conclusion, and Action plan) you get below 80% rating, go over the
• Answer Self-Check 4.2.3 on Gibbs’ Reflective same activities.
Cycle/Model (Description, Feelings, Evaluation, • If you get the required rating,
Analysis, Conclusion, and Action plan) proceed to the next activities.
• Compare Answers to AnswerKey
• Perform Task Sheet. No.4.2.3 on
Gibbs’ Reflective Cycle/Model (Description, Feelings,
Evaluation, Analysis, Conclusion, and Action plan)

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 Information sheet no. 4.2.1 Basic SWOT analysis

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Learn and understand the importance of SWOT analysis

What Is a SWOT Analysis?

SWOT stands for Strengths, Weaknesses, Opportunities, and Threats, and so a SWOT analysis is a technique for
assessing these four aspects of your business.

SWOT Analysis is a tool that can help you to analyze what your company does best now, and to devise a
successful strategy for the future. SWOT can also uncover areas of the business that are holding you back, or that
your competitors could exploit if you don't protect yourself.

A SWOT analysis examines both internal and external factors – that is, what's going on inside and outside your
organization. So some of these factors will be within your control and some will not. In either case, the wisest action
you can take in response will become clearer once you've discovered, recorded and analyzed as many factors as
you can.

In this article, video and infographic, we explore how to carry out a SWOT analysis, and how to put your findings
into action. We also include a worked example and a template to help you get started on a SWOT analysis in your
own workplace.

Why Is SWOT Analysis Important?

SWOT Analysis can help you to challenge risky assumptions and to uncover dangerous blindspots about your
organization's performance. If you use it carefully and collaboratively, it can deliver new insights on where your
business currently is, and help you to develop exactly the right strategy for any situation.

For example, you may be well aware of some of your organization's strengths, but until you record them alongside
weaknesses and threats you might not realize how unreliable those strengths actually are.
Equally, you likely have reasonable concerns about some of your business weaknesses but, by going through the
analysis systematically, you could find an opportunity, previously overlooked, that could more than compensate.

How to Write a SWOT Analysis

SWOT analysis involves making lists – but so much more, too! When you begin to write one list (say, Strengths),
the thought process and research that you'll go through will prompt ideas for the other lists (Weaknesses,
Opportunities or Threats). And if you compare these lists side by side, you will likely notice connections and
contradictions, which you'll want to highlight and explore.

You'll find yourself moving back and forth between your lists frequently. So, make the task easier and more
effective by arranging your four lists together in one view.

Draw up a SWOT Analysis matrix, or use our free downloadable template.

A SWOT matrix is a 2x2 grid, with one square for each of the four aspects of SWOT. (Figure 1 shows what it
should look like.) Each section is headed by some questions to get your thinking started.

Figure 1. A SWOT Analysis Matrix.

Strengths
• What do you do well?
• What unique resources can you draw on?
• What do others see as your strengths?
Weaknesses
• What could you improve?
• Where do you have fewer resources than others?
• What are others likely to see as weaknesses?

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Opportunities
• What opportunities are open to you?
• What trends could you take advantage of?
• How can you turn your strengths into opportunities?
Threats
• What threats could harm you?
• What is your competition doing?
• What threats do your weaknesses expose to you?

How to Do a SWOT Analysis

Avoid relying on your own, partial understanding of your organization. Your assumptions could be wrong. Instead,
gather a team of people from a range of functions and levels to build a broad and insightful list of observations.
Then, every time you identify a Strength, Weakness, Opportunity, or Threat, write it down in the relevant part of the
SWOT analysis grid for all to see.
Let's look at each area in more detail and consider what fits where, and what questions you could ask as part of
your data gathering.

Strengths
Strengths are things that your organization does particularly well, or in a way that distinguishes you from your
competitors. Think about the advantages your organization has over other organizations. These might be the
motivation of your staff, access to certain materials, or a strong set of manufacturing processes.
Your strengths are an integral part of your organization, so think about what makes it "tick." What do you do better
than anyone else? What values drive your business? What unique or lowest-cost resources can you draw upon
that others can't? Identify and analyse your organization's Unique Selling Proposition (USP), and add this to the
Strengths section.

Then turn your perspective around and ask yourself what your competitors might see as your strengths. What
factors mean that you get the sale ahead of them?
Remember, any aspect of your organization is only a strength if it brings you a clear advantage. For example, if all
of your competitors provide high-quality products, then a high-quality production process is not a strength in your
market: it's a necessity.

Weaknesses
Weaknesses, like strengths, are inherent features of your organization, so focus on your people, resources,
systems, and procedures. Think about what you could improve, and the sorts of practices you should avoid.
Once again, imagine (or find out) how other people in your market see you. Do they notice weaknesses that you
tend to be blind to? Take time to examine how and why your competitors are doing better than you. What are you
lacking? Be honest! A SWOT analysis will only be valuable if you gather all the information you need. So, it's best
to be realistic now, and face any unpleasant truths as soon as possible.

Opportunities
Opportunities are openings or chances for something positive to happen, but you'll need to claim them for yourself!
They usually arise from situations outside your organization, and require an eye to what might happen in the future.
They might arise as developments in the market you serve, or in the technology you use. Being able to spot and
exploit opportunities can make a huge difference to your organization's ability to compete and take the lead in your
market.

Think about good opportunities that you can exploit immediately. These don't need to be game-changers: even
small advantages can increase your organization's competitiveness. What interesting market trends are you aware
of, large or small, which could have an impact?
You should also watch out for changes in government policy related to your field. And changes in social patterns,
population profiles, and lifestyles can all throw up interesting opportunities.

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Threats
Threats include anything that can negatively affect your business from the outside, such as supply-chain problems,
shifts in market requirements, or a shortage of recruits. It's vital to anticipate threats and to take action against them
before you become a victim of them and your growth stalls.

Think about the obstacles you face in getting your product to market and selling. You may notice that quality
standards or specifications for your products are changing, and that you'll need to change those products if you're
to stay in the lead. Evolving technology is an ever-present threat, as well as an opportunity!
Always consider what your competitors are doing, and whether you should be changing your organization's
emphasis to meet the challenge. But remember that what they're doing might not be the right thing for you to do.
So, avoid copying them without knowing how it will improve your position.

Be sure to explore whether your organization is especially exposed to external challenges. Do you have bad debt
or cash-flow problems, for example, that could make you vulnerable to even small changes in your market? This is
the kind of threat that can seriously damage your business, so be alert.

Frequently Asked Questions About SWOT

1. Who Invented SWOT Analysis?
Many people attribute SWOT Analysis to Albert S. Humphrey. However, there has been some debate on the
originator of the tool, as discussed in the International Journal of Business Research.
2. How Do SWOT Analysis and the TOWS Matrix compare?
While SWOT analysis puts the emphasis on the internal environment (your strengths and weaknesses), TOWS
forces you to look at your external environment first (your threats and opportunities). In most cases, you'll do a
SWOT Analysis first, and follow up with a TOWS Matrix to offer a broader context.
3. What Are the Biggest SWOT Analysis Mistakes?
Making your lists too long. Ask yourself if your ideas are feasible as you go along.
Being vague. Be specific to provide more focus for later discussions.
Not seeing weaknesses. Be sure to ask customers and colleagues what they experience in real life.
Not thinking ahead. It's easy to come up with nice ideas without taking them through to their logical conclusion.
Always consider their practical impact.

Being unrealistic. Don't plan in detail for opportunities that don't exist yet. For example, that export market
you've been eyeing may be available at some point, but the trade negotiations to open it up could take years.
Relying on SWOT Analysis alone. SWOT Analysis is valuable. But when you use it alongside other planning tools
(SOAR, TOWS or PEST), the results will be more vigorous.

How to Use a SWOT Analysis

Use a SWOT Analysis to assess your organization's current position before you decide on any new strategy. Find
out what's working well, and what's not so good. Ask yourself where you want to go, how you might get there – and
what might get in your way.

Once you've examined all four aspects of SWOT, you'll want to build on your strengths, boost your weaker areas, head
off any threats, and exploit every opportunity. In fact, you'll likely be faced with a long list of potential actions.
But before you go ahead, be sure to develop your ideas further. Look for potential connections between the
quadrants of your matrix. For example, could you use some of your strengths to open up further opportunities?
And, would even more opportunities become available by eliminating some of your weaknesses?
Finally, it's time to ruthlessly prune and prioritize your ideas, so that you can focus time and money on the most
significant and impactful ones. Refine each point to make your comparisons clearer. For example, only accept
precise, verifiable statements such as, "Cost advantage of $30/ton in sourcing raw material x," rather than, "Better
value for money."

Remember to apply your learning’s at the right level in your organization. For example, at a product or product-line
level, rather than at the much vaguer whole-company level. And use your SWOT analysis alongside other strategy
tools (for example, Core Competencies Analysis), so that you get a comprehensive picture of the situation you're
dealing with.

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A SWOT Analysis Example
Figure 2. A Completed SWOT Analysis.
Imagine this scenario: a small start-up consultancy wants a clear picture of its current situation, to decide on a
future strategy for growth. The team gathers, and draws up the SWOT Analysis shown in Figure 2.

Strengths What do you do well? What unique Weaknesses What could you improve? Where do
resources can you draw on? What do others see as you have fewer resources than others? What are
your strengths? others likely to see as weaknesses?

• We are able to respond very quickly as we

have no red tape, and no need for higher
management approval.
• Our company has little market presence or
• We are able to give really good customer
reputation.
care, as the current small amount of work
• We have a small staff, with a shallow skills
means we have plenty of time to devote to
base in many areas.
customers.
• We are vulnerable to vital staff being sick or
• Our lead consultant has a strong reputation in
leaving.
the market.
• Our cash flow will be unreliable in the early
• We can change direction quickly if we find
stages.
that our marketing is not working.
• We have low overheads, so we can offer good
value to customers.

Opportunities What opportunities are open to

Threats What threats could harm you? What is
you? What trends could you take advantage of?
your competition doing? What threats do your
How can you turn your strengths into
weaknesses expose to you?
opportunities?

• Our business sector is expanding, with many

• Developments in technology may change this
future opportunities for success.
market beyond our ability to adapt.
• Local government wants to encourage local
• A small change in the focus of a large
businesses.
competitor might wipe out any market
• Our competitors may be slow to adopt new
position we achieve.
technologies.

As a result of the team's analysis, it's clear that the consultancy's main strengths lie in its agility, technical
expertise, and low overheads. These allow it to offer excellent customer service to a relatively small client base.
The company's weaknesses are also to do with its size. It will need to invest in training, to improve the skills base
of the small staff. It'll also need to focus on retention, so it doesn't lose key team members.
There are opportunities in offering rapid-response, good-value services to local businesses and to local
government organizations. The company can likely be first to market with new products and services, given that its
competitors are slow adopters.
The threats require the consultancy to keep up-to-date with changes in technology. It also needs to keep a close
eye on its largest competitors, given its vulnerability to large-scale changes in its market. To counteract this, the
business needs to focus its marketing on selected industry websites, to get the greatest possible market presence
on a small advertising budget.

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 SELF – CHECK 4.2.1
Basic SWOT analysis

Essay:

1. Why Is SWOT Analysis Important?

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 ANSWER KEY 4.2.1
Basic SWOT analysis

1. SWOT Analysis can help you to challenge risky assumptions and to uncover dangerous
blindspots about your organization's performance. If you use it carefully and
collaboratively, it can deliver new insights on where your business currently is, and help
you to develop exactly the right strategy for any situation.

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Information sheet no. 4.2.2 Strategies to improve one’s attitude in the workplace

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Improve Attitudes in the Workplace
• Importance of a positive attitude

You might be the best worker to have ever set foot through the doors of your company — but if you don’t have
the right attitude, you still won’t get far.

A positive attitude is more than just smiling often and acting cheerful when others are around. It’s a way of looking
at the world with optimism and hopefulness, where others would only see obstacles and dead ends.

And it’s necessary to a happy and successful professional life.

While it would be nice to be effortlessly joyful at the office every day, work is a stressful environment. It can bring
out negative attitudes all too easily; trying to juggle deadlines, irritating co-workers, and different personality
dynamics can make it feel impossible to cultivate a daily positive attitude.

In this post, we’ll delve deeper into why a positive attitude is essential and give you 13 helpful tips for developing a
positive outlook in your workplace.

Why Should You Strive to Have a Positive Attitude at Work?

Employees who demonstrate a good attitude are more satisfied at work, have better relationships with their
colleagues and are seen as good candidates for promotion. What’s not to love?

While stress hurts your health and deteriorates your immune system, positivity helps you feel more relaxed and
joyful, which leads to better overall health.

You can keep the pressure at bay by reframing everything in a positive light, allowing your body to stop sending
fight- or-flight responses throughout the workday.

Not only will a positive attitude improve your physical health, but your productivity at work will improve. Studies
show that you’re 20% more productive when you’re feeling happy.

Having a positive attitude will also give you a better reputation in the office. Since people are naturally drawn to
positive people, your colleagues will start feeling comfortable coming to you for advice and help.

They’ll begin to see you as a role model, and your supervisors won’t fail to notice.

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Your positivity will help you become a leader — first in your peers’ eyes and then your managers’ eyes. Before you
know it, you’ll be first on their minds when it comes time for a promotion.

In fact, a positive attitude is one of the top 10 characteristics employers look for in a new hire. They know that
positivity breeds productivity, not to mention it’s the number one indicator of whether the employee will be easy
(and enjoyable) to work with.

How do you develop positivity that will slingshot you to better health, relationships, and professional success?

Let’s look at 13 habits you can put into practice right away.

1. Take Time to Self Assess and Take Deep Breaths

Maintaining a positive attitude means reacting with a level head when something upsetting happens and letting it
roll off you whenever possible.

It’s never a good idea to react out of anger. If something happens to upset you, try to develop a habit of taking a
beat before responding:

If you can, move to a private location like your office or cubicle — or, in dire straits, a bathroom stall — to compose
yourself.
Close your eyes and take at least ten deep breaths. Deep breathing is a quick hack to calm your body. Perhaps
repeat a calming mantra, picture your “happy place,” or whatever works for you.
Then, try to assess the situation with a clinical eye. Can you try to view the event through the eyes of all the
participants?
Once you’re calmer, you’ll start to put the event into perspective and develop an appropriate response that won’t be
blown out of proportion.

2. Don’t Take Criticism Personally

If someone criticizes your work, try to remember it probably wasn’t personal. Don’t dwell on it and spiral into
bad attitude habits.

Work on listening to what the person is saying rather than jumping straight into defensiveness. Try to put yourself in
their shoes and understand where they’re coming from.

Do they have more experience or know-how that makes their critique valid? Is there something you can learn from
their different perspective?

Even if you disagree with the feedback they’ve given you, you can learn from it. Don’t dismiss it. Instead, try to look
at it objectively.

Often, well-meaning people try to help, but their feedback comes off as critical or offensive. Try to assume the best
intentions in people and look for ways to learn from their critique and improve your performance.

After all, no one’s ever done learning.

Your work always has room to grow — so rather than reacting poorly to criticism and creating a negative cycle, use
the feedback you receive as an opportunity to grow professionally.

3. Spend Time With People Who Have a Positive Attitude

They say you’re a combination of your five closest friends, so it makes sense that your work persona would reflect the
colleagues you spend the most time with. This principle can affect you for good or ill.

For the same reason, try to avoid socializing with negative co-workers who spend all their free time complaining
about work. Positivity might be contagious, but so is negativity.

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Look for the people at your office who exhibit the most positivity. Try to find cheerful people, have a can-do attitude,
and seem to like being at work.

Look for those who always have new ideas or seem to have interesting hobbies and interests outside of work.
Those are going to be the most well-rounded and emotionally healthy people.

Make a point of gravitating towards them as much as possible, and you’ll find that their positive energy will rub off
on you. And like a chain of falling dominoes, your positive outlook will start to infect the rest of your team and foster
a positive, thriving environment.

4. Be Kind and Help to Your Colleagues

Your co-workers spend at least 40 hours a week with you, so it’s a sound investment to cultivate a positive
relationship with them and help each other.

The benefits are twofold: you’ll start to make friends, which will make you look forward to coming to work. You’ll
also feel more of a positive social connection at work, making you more involved and motivated to do a good job.

Make it your goal to put teamwork first. Let your colleagues know when they’ve done an excellent job, and act
happy for them when they succeed.

Don’t let jealousy get the best of you; professional success isn’t a zero-sum game. A rising tide lifts all boats, after all.

Once you start putting your team first and treating your co-workers kindly, they’ll begin to see you as a friend and
ally in the workplace. This will naturally improve your experience at work since it’ll be a friendlier environment for
you.

5. Feed Your Mind with Positivity

Ever heard the phrase “you are what you eat”? Similarly, your mind reflects what you feed it.

If you’re taking in depressing news and scrolling through angry social media feeds during your breaks, that
negativity will naturally affect your mental state.

Instead, try incorporating movement into your break time by going for a walk outside or circulating the office. Listen
to uplifting music or educational podcasts on your morning commute.

6. Take Responsibility for Your Actions

Don’t be the kind of person who never owns up to a mistake.

When that happens, the positive atmosphere in the office is immediately destroyed. Not taking responsibility for
your actions can cause resentment among your co-workers who know you were at fault.

When a supervisor or co-worker gives you constructive feedback, don’t get defensive or pass the buck. In the long
run, everyone will respect you more if you own up to your mistakes and show you aren’t too proud to be proven
wrong.

And if you acknowledge your mistakes, you’ll be in a mind set to correct the behaviour, learn, and grow from the
experience.

You’ll have more faith in your ability to control the things in your life, instead of teaching yourself to always feel like
a victim.

Remember that while you can’t control everything that happens to you, you can control how you respond.

7. Deal with Problems Professionally

In the workplace, problems will inevitably arise that hinder you from having a positive attitude. When
something happens that makes it hard for you to operate at peak efficiency, take action to resolve it as best you
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can.

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Leaving a problem unaddressed is a recipe for resentment and built-up negativity. Instead, approach the issue with
openness and respect.

Go through the proper channels, depending on the issue; if it’s a procedural or systemic issue, ask for facetime with
your supervisor to address the problem and suggest alternatives.

If it’s an individual’s actions, approach them privately and try to resolve the disagreement before bringing it to
the upper ranks.

While there’s a time and place for constructive feedback, make sure you’re not criticizing your co-workers. If you
have a problem with something they’ve done, try to handle the situation politely and professionally.

Bring the conversation somewhere private, be direct, and make sure to use “I feel…” rather than “you always do…”
language.

8. Be Mindful: Ask Questions and Don’t Jump to Conclusions

One crucial way to stay positive is to keep your assumptions in check. If someone does or says something that
seems wrong to you, you should make sure not to jump to conclusions that would harm the positive office
environment.

9. Practice Gratitude (No One Owes You Anything)

One of life’s great lessons is that life isn’t fair. The more we expect it to be, the more disappointed and resentful we
can become.

Similarly, try to remember that no one owes you anything. One of the easiest ways to destroy a positive attitude is
to develop a sense of entitlement. Feeling like the world owes you can easily lead you into passive-aggressive
behavior and permanent identity of victimhood.

Instead, work on developing a practice of gratitude. Try:

• Keeping a gratitude journal.

• Telling yourself encouraging mantras, like “I don’t let hard times stop me” or “it’s on me to make things
happen.”
• Reframing problems as an opportunity for growth and creative solutions.
• Smiling — you’ll feel genuinely happier, and sometimes, you have to fake it ‘til you make it.
Make it your goal to look at each hurdle with a “glass half full” perspective. You’ll always run into bad days, like a
flat tire on the way to work or your favorite sports team suffering a humiliating loss the night before, but try not
to let yourself dwell on those things.

When you’re given a new assignment at work, for example, try saying something like “sounds interesting!” or “let’s
do this!” instead of “oh no” (even if you’re joking).

Focus on vocalizing the positive things and leaving the negative thoughts unsaid, and you’ll be amazed at how the
simple words you use impact your outlook on everyday events.

10. Stop Complaining (Be Proactive About Your Issues)

No matter how positive you plan to be, there will always be those colleagues, customers, or tasks that will do their
best to get under your skin.

While it’s tempting to complain about an irritating coworker or an inconvenient office policy, it won’t help you.
The person you’re complaining to will have their attitude ruined or start to see you as a negative person (or both).

And dwelling on the objects of your complaint won’t do your outlook any favors, either. It just helps build up your
dissatisfaction at work.

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The best thing you can do instead?

Acknowledge beforehand that something or someone upsets you, and decide that you won’t let them bother you
anymore.

If it’s something you can’t change, like a demanding client, you aren’t doing yourself any favors by giving them
control of your emotions.

Expect the irritating behaviour so that it doesn’t take you by surprise. Decide to let it roll off of you. You’d be
surprised by how much of a difference a little mental preparation will make.

11. Give Yourself a Chance to Recharge

No one can function at 100% all day, every day! Your brain needs downtime. Take yourself out for lunch, go for a
walk around the block, or treat yourself to a coffee break.

In the same vein, try not to take your work home with you. You need your off hours to rest, recharge, and give
yourself a break from the office.

Leaving work at work will help you unwind and return the next morning refreshed and ready to tackle the day
cheerfully.

Spending time with family and indulging in your favourite hobby will do wonders for your mental capacity for a good
attitude at work, and help you avoid burnout.

A good night’s sleep will also do wonders for your attitude.

12. Think about Your Career Goals and Dreams

Remember not to overload yourself with work, if you can help it. If you’re the kind who has trouble turning down
opportunities, keep in mind that you should always focus on your career goals when deciding whether to take on
new projects or responsibilities.

If you don’t have a personal mission statement, make one. Having an idea of your ideal self will help you reframe
everything through this lens.

Take some time to decide the values (or values) that you want to live life by. Write them down along with your
professional goals, and keep them somewhere accessible.

Long-term goals will also help you have a focal point when work gets busy in the short-term.

A far-reaching purpose will help you keep a positive and optimistic attitude in the present while feeling directionless
is a recipe for negativity and resentment.

13. Avoid Gossip

There are few things more poisonous to a work environment than gossip. It creates an atmosphere of mistrust —
and everyone starts to suspect that others are talking behind their backs.

Your team members (or even superiors) might try to gossip to you about other members of your organization or
people in their personal life.

Positivity Is Key to Your Professional Success

While it may seem like a positive attitude at work is a pipedream (or reserved for those too-cheerful coworkers who
are hyped up on coffee), positivity is much more accessible than that.

You can train yourself to be positive by surrounding yourself with positive people and filling your mind with positive
thoughts. Consciously decide to be kind to others, own your mistakes, and avoid complaining and gossiping.

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Cultivating a positive attitude is not only doable; it’s necessary for developing lasting relationships with coworkers
and a good impression with your managers.

Plus, a good attitude makes life more fun!

When people think of having a positive attitude, they might think that means showing surface level signs of
happiness, like putting a smile on one’s face or trying to think happy thoughts.

But it’s more than that. A positive attitude is something that goes deeper and has an effect beyond surface cheer.
Negative attitudes promote fear, while positive attitudes do the opposite and promote a more hopeful outlook on
life.

Numerous studies have shown that having a positive outlook on life correlates with better psychological and
physical wellbeing, and can even increase your lifespan. A positive person views their life as broad, full of
possibilities. That view naturally leads to living your life in a way where you’re exposed to and acquire new skills.

When it comes to the workplace, your mental attitude plays a role not just in how others perceive you, but your
job satisfaction and performance. Considering many of us spend around forty hours a week at work, you can see the
value of fostering a positive mind set in your job.

In this article, we share some simple yet helpful ways to maintain a positive attitude in the workplace, regardless of
whether it comes naturally or not:

1. Surround yourself with positive people.

The old saying “birds of a feather flock together” can be viewed two ways. Either people who are similar naturally
find each other, or people in a group become the same over time.

Surround yourself with positive people.

Who you hang around with rubs off on you. If you’re always with negative people who complain about everything,
you’ll become a complainer and see the world as negative as they do. You might think you can stay positive and
change them, but that’s not going to be the case. Try to connect with people who like their job, have new ideas,
and are interested in lots of other things besides work. It’ll make your whole outlook better.

You can’t always pick your co-workers, but you can be cautious about how much time you spend with them, and in
what setting. If you’re stuck with a negative bunch, be careful not to participate in the negativity. Take breaks and
go for a walk rather than immerse yourself in negative breakroom drama and gossip.

2. Fill your mind with positive input.

The same way that the people you are around change you to be more like them, so is what you feed your mind.

Listen to positive music with headphones. Listen to uplifting audio books on the drive into work. Read books that
are encouraging. Watch videos and listen to podcasts that are positive or help you improve skills.

If you are what you eat holds true for your body, your mind is what you feed it.

3. Control your language.

No, this isn’t about the language police, or trying to swear less (although the latter is probably a good idea). This is
about being conscious of the words you use when speaking and thinking.

The Sapir-Whorf hypothesis (which played heavily into the recent movie “Arrival”) suggests that the structure of
language affects a person’s view of the world, and the way they think. Taken to the furthest extent, your language
actually limits or delineates how you are able to perceive the world.

It’s a hypothesis, granted.

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But on a smaller level, the language you use every day, both in thought and spoken word, has a cumulative effect
on how you think about yourself, your work, and those around you.

This may seem like a silly example, but it might be the difference between seeing your day as filled with tasks, or
filled with opportunities. The former is tiring and arduous, making you feel trapped in a daily grind. The latter is
exciting with potential.

Be aware of how you choose to think and speak at work. Find a positive way to view everything and everyone.

4. Create a routine for the day.

Routines get a bad rap.

It’s easy to think that if you have a routine at work, you’re stuck in a rut or you’re not “flexible”. The truth is, though,
that routines give us good fall-back structure. A morning routine is especially good, since for many people, the
morning is both when we’re most alert and awake yet sometimes not able to buckle down and get started.

Create a routine that helps you get the most important work done, take breaks at the right time, and leave the last
hour or so of the work day for less arduous work and preparation for the next day. Most of us get tired by the end of
the day, so don’t leave tough work for then. It’s important to end each day by getting prepared for the next.

5. Be nice to other people.

Being kind to other people makes you happy.

A study in the Journal of Social Psychology found that doing something kind for people has the same effect as
trying new and exciting things when it comes to feeling happy.

Even better?

A study in the Journal of Happiness Studies found that the memory of doing something kind for someone causes
us to want to do it again.

If you make being nice to other people a regular thing, it’ll become a cycle of generosity and happiness that makes
you feel good and causes those around you to feel happy as well.

Think of the worst negative work environment possible. Negativity feeds on more negativity until it seems
overwhelming. Be nice to other people and watch them pay it forward.

If your work is difficult and you can’t get away from that, and finding a positive attitude about the work itself is a
challenge, be kind to the people around you and let that be an effective substitute.

Appreciating and recognizing co-workers can go a long way in making your day better.

6. Don’t rely on an outside source of positivity.

Carry a positive attitude with you.

Think of a positive attitude like a survival tool: carry it with you at all times for emergencies.

Whether you rely on a phrase that you repeat over and over when times are stressful or you have some other trick
to help resurrect and keep a positive attitude, be sure to come up with a mechanism that doesn’t rely on someone
else or a specific situation.

7. Create high points in each day and week.

One of the best parts of an exciting vacation is the days leading up to it, when you have it to look forward to.
Knowing something good is coming can make otherwise dreary days more bearable.

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You can create the same effect by creating small “high points” in each day to help you get through projects or days
that might otherwise seem draining. This is why taking breaks is important, but not every break is as valuable as
they could be.

A few suggestions:

Don’t turn to unhealthy food as a reward. You’ll end up with negative effects and a bad habit for junk food or
excessive coffee.
Take breaks outside or away from work when possible.
Consider a walk, solitude, silence — whatever sounds good and is doable where you work.
Find a place to read a book not related to work.
Daily high points should be small and simple, not requiring money or creating a habit that could have negative
effects on your health or budget if you do them every day (e.g. walk to the bakery for a donut and coffee every
day). Weekly or monthly high points can be a bit bigger. Maybe every Thursday you eat lunch at a restaurant
nearby instead of bringing in your own lunch. Whatever it is, create something to look forward to.

8. Assume responsibility, and choose your response.

Refusing to take responsibility for your actions and your situation, or not taking control of how you respond kills a
positive attitude immediately.

After all, if something happens and you’re at fault or in some way responsible, refusing to acknowledge it means
you can’t correct the behaviour and it will happen again, and you also set yourself up for a victimhood mind set in
which things happen to you.

You will be more positive seeing life as something you have some control over rather than at the mercy of fate.
Think of it as an equation: E + R = O (event + response = outcome). How you respond has an effect on the
outcome, even when events are out of your control.

9. Decide your reaction to known problems ahead of time.

Whether it’s clients or co-workers or regular projects, there are some things at work that you are always going to
dread dealing with.

You know they upset you. Decide beforehand that they will not.

If a client always has to make changes, expect it. Choose to be calm about it, to not let it bother you. Try to look at
the client or co-worker that’s driving you nuts in a different way. Maybe they are having a bad time at home, or they
are stressed themselves.

10. Breathe deeply.

Breathing deeply tricks your body into calming down. Calm people have better attitudes.

If you find yourself getting a bad attitude about something, find a place where you can be alone, and do some deep
breathing exercises. Not only does it reduce stress, but it helps you clear your mind and see the situation in a
different way.

11. Make a mission statement.

Do you have a personal mission statement?

Where you work probably has a mission statement, but you should have one yourself.

A personal mission statement will help you define your purpose at work, what your life is about, and what motivates
your behaviour. It’s a good thing to fall back on when work gets crazy and you’re confused about what it is you’re
doing.

When you feel like you have purpose, you can be positive. When you feel like you don’t have a purpose or you
don’t know what you’re doing at work…not so much.

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12. Have personal goals.
Goals are a bit different from personal mission statements in that they are specific things you want to achieve.
They’re kind of like the rewards I talked about earlier in that they give you something to look forward to.

However, goals aren’t just “fun in the future”, but are the actual guides that you use to achieve.

It’s tough to be positive if you think you’re going nowhere. Goals are proof that you have a plan and you’re working
towards something. They are evidence of forward, positive motion.

13. Remember that no one owes you anything.

One of the worst killers of a good attitude is going through life thinking people owe you.

No one owes you anything. Life’s not fair. Believing anything else sets you up to be in a constant state of blame,
victimhood, anger, passive-aggressiveness, and joylessness. Negativity is the standard state of existence if you think
the world owes you.

How do you get rid of an attitude of entitlement?

• It’s up to me to make things happen.

• Hard work is what brings good things.
• I have to be willing to accept change quickly.
• When things are difficult, I still keep going.
• If those four concepts are in your head, you’re not going to be wallowing in negativity waiting for the
world to do something for you.

14. Stop complaining.

We mentioned how you need to control your language. That obviously covers complaining, but complaints are such
a huge issue that they warrant their own section.

Stop complaining.

Complaining does nothing. If you’re around people who complain a lot, get away from them. Try to see the situation
in a positive or different light.

Complaints are a way of seeing everything in a negative light without considering any other explanation. It’s a one-
way road to dissatisfaction that builds the further you travel it.

15. Embrace laughing.

Laughing is good for your physically, and of course, it helps you feel much better. Who doesn’t love a good laugh?

Humor is especially good when things are going terribly wrong. Who doesn’t love the guy who, in the middle of
some nightmare project, offers a quip that suddenly makes the entire mess seem hilarious? Be that guy. Try to find
humor wherever you can.

Laughing with people is different from laughing at them. Never joke about others to get a laugh at their expense.

16. Be curious and embrace learning.

A mind that is closed to learning new things grows stagnant and negative. Change, new ideas, or any additional
task becomes onerous to someone like that.

Be a person who is willing to learn and is curious about many things. Your attitude will be positive because you are
forward-looking and want to understand instead of being closed off. Being curious about a new situation or what’s
going on tends to make you mindful and aware of the present moment, and that tends to force out negative
attitudes.

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17. Look long-term instead of short-term.

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When the situation is difficult in the short-term, adjust your vision to the long-term.

Short-term situations tend to be heavy on emotion. Making decisions or taking action based on that is not only a
bad idea, but tends to feed negative attitudes. Viewing things in the long-term, on the other hand, make the
challenges of the now seem much less terrible because the bigger picture reveals an exciting outcome.

While it’s not good to live in a realm of make-believe, thinking realistically in the long-term provides a positive spin
to your day and helps you construct those goals we mentioned earlier.

18. Fake it until you make it.

No, this is not a call to be a hypocrite.

The reality is, though, that sometimes we don’t always “feel” the emotion we want. Sitting around waiting for it to
come upon us is a sure way to make certain it never comes. You often have to fake it until the real deal arrives.

Don’t feel happy? Don’t feel excited about a presentation? Fake it. More often than not, the real emotion will show
up. You’re not going to feel super excited and positive every day, but don’t let that stop you from the behaviour that
goes along with it, anyway.

Drive your emotions; don’t let them drive you.

Take this list of ways to keep a positive attitude. Add to it the tricks you’ve figured out on your own. And then, do it.
Constantly. Do the work of keeping a positive attitude alive at work. It will have a huge impact on your entire life,
and in the lives around you.

How to Improve Attitudes in the Workplace – Best Strategies:

As negative attitudes are contagious than positive ones, an individual must try to stick to the level of optimism.
He/she must focus on the good for the co-workers as a result team building. Here are some of the methods to
change attitudes in the workplace.

1. Be appreciative:
It is always nice to appreciate co-workers than back stabbing. Attitudes in the workplace play a vital role in
increasing productivity and performance of the job. Usually, positive attitudes are bound to occupational success
that leads to customer satisfaction.

Appreciating others will help in emerging out of risky challenges. This is because a little appreciation will cause a
drastic change in the team.

2. Be grateful:
Regardless of position in the team, cultivating the habits of gratitude will show the part of work. One must try to
be thankful to the person in terms of position.

The team has to be led as per the company policies and regulations. This suggestion for all leaders will be a pay check.
By being grateful one can help each other every day or in case of emergency.

3. Being humble:
By being humble people can lead tough situations but the other co-workers will become backbone. Even if a person
has achieved success then the other team members should try to appreciate for the work done.

Being humble will help to guide the leadership team as well as will promote day to day wins.

4. Identifying the bad behaviour:

Before one begins to turn good the bad attitude at work has to be eradicated, which means people has to identify
the causes of bad attitude as to overcome them in the future. It serializes through all other possibilities that are
significant by the co-workers.

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It changes the purpose of life as the other co-workers will notice the bad behaviour of an individual at workplace.

5. Effective communication:
Effective communication can be made easier by uttering the word of thanks including managers, office assistants
and also the peers. Even thanking the security guard for his work to maintain safety will be better idea.

Acknowledging the job that is well done will also help in cultivating positive attitudes in the workplace. It matters
when the job acknowledgment is verified. Spending time for celebrating birthdays and also life changes will
enhance positive attitude.

6. Acknowledging concerns:
When the issue is fixed, one must take advantage to gloss over complaints or give negative ideas. If it is
appropriate then the employee has to discuss with the other co-workers and must try to collect information about
fixing the issue. Without clear understanding it is not good to involve in arguments regarding work.

7. Finding the solution:

An employee can feel proud if he/she has achieved the target or even when he/she is a part of solution that is
found. This will let them offer solutions to different problems that are proposed when the complaint or resolution is
found.

And also encouraging others and motivating the employees towards success will reciprocate in finding a fruitful
solution.

8. Celebrating the achievements:

The way of celebrating the achievements can be initiated as it will encourage the person to excel in the further
projects. By enjoying the work and by throwing away the negativity one can give good result to the company.

It also helps in the individuals to learn new ideas and to implement it. The people who have learned to appreciate
will make the other people feel humble.

9. Encouraging humor:
Humor is something that diffuses tension and ease stress that is made with light-hearted and positive images. It is
good to conduct fun hours, recreation programs that will involve even a tough employee to become light hearted.

In today’s world, snark and sarcasm play a major role in the field of humor. Even though it is tough to stick onto the
humorous environment, it can be very useful in developing an environment that has remarks to lift the working
environment.

10. Spending time for other employees:

Even during tough times one must try to spend time for the sake of other employees, this will help them clear the
path in work that is stuck with certain problems.

Obviously if the problems are discussed, an individual can take it into concern. This process will encourage the
other employees to be open and to be upfront about their problems and concerns.

11. Writing timed entries:

Being punctual and helping others to succeed are the most expected attitudes of success. Keeping track of each
activity will help people to make time for others. This will also help one to change trend in office.

Every afternoon people will have meetings that are fixed in impacting others. It manages the bad attitude of others.
An employee can take action regarding bad attitude of others by discussing with other higher official. This makes
them feel more productive and feel happier.

12. Body language:

Smile in face will establish eye contact that triggers being attentive and all these accounts to encouragement. This
creates a positive vibration among the employees. On the other hand certain body languages such as rubbing the face,
scratching the chest, mumbling etc are considered to be negative attitude that shows that the person is distrustful.
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13. Practicing kindness:
In case of kindness and being helpful people can get good opportunities either at workplace or a better work can
also lead to other sustaining activities such as enjoying the cup of coffee with other colleagues, volunteering for a
project etc.

14. Reflecting the feelings:

When an individual has bad attitude then he/she must think about how to eradicate it. So it is better to write
down the feelings of frustration, tired etc.

Identifying the emotions will help one to change the working environment that makes them more identified
addressed to the following constructive techniques. These entries will help the employee to overcome and to tackle
it when it arises for the next time.

15. Avoiding negative triggers:

It is good to avoid negative triggers as it will lead to bad attitude. Feeling negative after reading a newspaper and
also after watching the news will make one to fall under bad attitude. So, the smarter way to avoid the exposure
towards negative triggers is to maintain distance.

16. Suggesting privacy:

Suggesting privacy will help one to set major problems at workplace. Speaking with the employee who is in crisis at
privacy will also help the employee to open up with new ideas. This process will also help them to manage the work
through strong emotions.

17. Reducing interaction with negative employees:

If a particular colleague always aims at putting his/her friends down, then he/she must avoid interactions with that
respective person. Even if the negative attitude person is full of negative thoughts then the employee must try to
divert the topics as much as possible.

18. Setting an example:

Setting an example will often set a tone to the entire office. After setting an example one cannot expect everybody
to follow it instead he/she can make people committed to have positive commitment.

If you are a negative person then this will make them accept the bad mood as it will involve others to be more
involved in bad attitude. Workplace should have peaceful environment for the employees than gossiping or
back biting others.

19. Troublemakers:
Employees those who have bad attitudes in the workplace will tend to spoil the entire atmosphere. This causes
demolishing morale to the other employees those who chronically born with bad attitude. It is almost contagious.

Others can be motivated by momentary rewards and also accomplishing these goals will help in deciding the
nature of the person. So it is better to remove the troublemakers so as to maintain the positive environment.

20. Acknowledging employees:

Encouraging and acknowledging the employees will normally tend people to have positive nature. It also matters
when an employee praise others and acknowledges him/her for having good attitude.

Just to eradicate the feeling that she/he has, appreciating them in front of others will help them grow with positive
attitude.

By understanding the feelings of co-workers, one can help them to acknowledge their efficiency and to wok
accordingly.

21. Supporting employees at crisis:

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Offering support to the employees during the time of crisis will change the negative behaviour to a positive one.
This behaviour can be prolonged, as the nature of human is to remember the person who helped in crisis.

It has positive approach that matters when the employee establishes an open door policy in which everyone can be
sustained.

Offering support to the employees during their tough times will also help in discussing their problems as they can
find new ideas.

22. Positive presence:

Having positive presence will also help them in managing the bad day as good day. Bold and soft voice will
encourage people to think about their nature. This appreciates them to understand the positive encouragement at
workplace. This can be signified in case of presenting compliments, believing in the work of other employees.

23. Managing resistance:

Managing or handling the resistance means that people can identify the changes that are most formally designed
to ensure success. In this case the company is expected to offer communication, support and participation of
others.

It includes success of all other employee that is managed by the responses and feedbacks. In order to explain
rational changes the company has to identify the consequences of discussion and also demonstrate changes to
people.

24. Strive to be positive:

Striving to be positive can be done by brainstorming sessions. These can be counter-productive and also
determines the causes as to overcome them in future. If the work is not challenging then the employees are
encouraged to ask the supervisor for a better task. This creates positive attitudes in the workplace.

Staying positive can make others to admit the ideas that he/she is unaware and it makes them to learn new ideas.

25. Stating valuable affirmations:

Stating positive affirmation will make one to realign thinking. These ideas that are constructive are made from
subconscious memory. This triggers the positive feelings and attitudes in the workplace that paves way for actions.

Keeping the stated affirmations focused will also help one to get positive actions that lead to the growth of the
company.

26. Being sincere:

Showing sincerity either towards work or towards the co-workers will help an employee to establish himself/herself
to explore new innovative ideas that might make the company outstanding. The major setback here is to define the
privacy as per the perceived language and also during the course of crisis.

27. Praising co-workers:

When the organization achieves success by an individual or by the team of employees, it is good to praise them as
they will encourage the team to implement much more new ideas. This makes them feel good.

The importance of a positive attitude in the workplace

It seems like the importance of a positive attitude would be obvious, but it’s so easy to become consumed with our
own thoughts and dramas. In those times, whether you’re going through a hard time or one of your co-workers is,
you have to try to keep the negativity at bay.

“Misery may love company, but negativity has never lifted anyone up,” said Deborah Sweeney, CEO of
MyCorporation. “You feel better when you surround yourself with positive people. They encourage you to reach for
the stars, work hard and stay focused on fulfilling your dreams. Positivity begets more positivity. Over time, you
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may

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find that even the most stubborn person in the office who refuses to enjoy something has a change of heart and
changes to be more positive, all because you had such a great attitude.”

Benefits of positivity in the workplace

Having a positive attitude can provide many benefits to your personal and professional life, from providing you with
the opportunity to affect others in a positive way to help you to feel more confident about your decisions. The
primary benefits of practicing positivity in the workplace include the following:

• Creates a positive environment

• When you implement a positive attitude at work, your colleagues and team members may be more likely to
follow your example. When you focus on the positive aspects of your job and avoid the negative, others in
the office may notice and adjust their own negativity. Practicing positivity can help you gain the trust of the
employees who work closely with you.
• Reduces stress
• By changing your reaction to stressors at work and thinking positively, you may be able to accomplish
more tasks. This can help you reduce your concerns about your work and lower your overall stress levels. It
can also allow you to improve your overall well-being while you're at work, so you can relax while you're at
home and not worry about work.
• Increases productivity levels
• When you feel better about your work, you may be able to think more logically. Focusing on the positive
aspects of your work can also make it easier to accept new tasks and projects and eliminate distractions
by providing you with more energy. Being less distracted can help you complete your work quicker and
more efficiently.
• Improves customer relations
• A positive attitude is often foundational to providing quality customer service. By approaching customers
with a positive attitude, they may feel more comfortable speaking with you and become more likely to
purchase a product or service. Positivity can also help promote a long-term relationship with them.
• Demonstrates leadership capabilities
• Managers and leaders often prefer to promote employees who have the potential to influence others
positively. When you have a positive attitude, you may be able to retain your manager's attention more
easily. This may result in a more positive performance review and the potential to gain a promotion or
advance into a new role within the company.
• Improves decision-making
• When you have a positive attitude, you can think more critically and focus on solutions rather than
challenges. A positive outlook can help you consider more favorable outcomes. It allows you to examine
the potential benefits of your decision rather than the possible negative consequences.
• Motivates others
• Having a positive attitude at work can inspire others to curtail their negative habits and become more
positive. By your example, they can realize how positivity may benefit them and begin working on
cultivating a positive attitude for themselves. This may allow your team to learn from their mistakes more
quickly and implement processes to improve efficiency.

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 SELF – CHECK 4.2.2
Strategies to improve one’s attitude in the workplace

Essay:

1. Why is positive attitude important in the workplace?

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 ANSWER KEY 4.2.2
Strategies to improve one’s attitude in the workplace

1. Learning strategies for maintaining a positive attitude at work can help you stay productive,
motivate others to do their best work and better achieve your employer's goals.

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Information sheet no. 4.2.3 Gibbs’ Reflective Cycle/Model (Description, Feelings, Evaluation, Analysis, Conclusion,
and Action plan)

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Improve Attitudes in the Workplace
• Importance of a positive attitude

Gibbs Reflective cycle

Reflective model according to Gibbs

Learning by Doing – The Gibbs Reflective Cycle. Also known as the Gibbs Model of Reflection and Gibbs Reflection.
The Gibbs Reflective Cycle first became recognised in 1988 when Graham Gibbs published his book ‘Learning by
Doing.’ Professor Gibbs’ innovative system reinforces leanings from training and experience (experiential learning)
through a cyclical sequence of reflective activities. Since then, Gibbs’ Reflective Cycle has become a seminal text for
healthcare professionals, staff developers, and higher education teachers. And it’s popular in business, too.

In this article, we consider how Gibbs’ Reflective Cycle can help companies and individuals get more from training.
Additionally, we detail how to do a Gibbs reflection. From there we compare Gibbs with other respected reflection
models. There’s Atkins and Murphy, focused on emotions, helpful in training staff to support colleagues’ well-being.
Also, Kolb reinforces training through experiential learning, though some critics find Gibbs more analytical.

We explore various resources, including the free online edition of Gibbs’ ‘Learning by Doing.’ To help you get
started using reflection methods, we also have the snappily titled 5 Rs of Reflection and Edinburgh Uni’s Reflection
Toolkit. So, take a ride on Gibbs’ Reflective Cycle and see where you fetch up. You might even increase your
employability!

ATTENTION: Reading the Gibbs Reflective Cycle Could Inspire Serious Thinking
How Do We Use Gibbs Reflective Cycle?
Gibbs’ Reflective Cycle is a self-reflection and management tool that helps people think clearly and systematically
about learning experiences. It encourages them to make sense of situations and work out how to do better next
time.

Who is Graham Gibbs?

Graham Gibbs has had a distinguished career in the field of learning development. His book ‘Learning by Doing: A
Guide to Teaching and Learning Methods’ remains the definitive manual on reflective learning.
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What is Reflective Learning?

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Reflective learning involves the learner stepping back from their learning experiences and applying critical thinking
skills to reach conclusions. It’s an intentional process. Success requires commitment.

How Does Reflection Help?

Reflection allows people to make sense of an experience in relation to themselves and others, and the background
circumstances. The process enables them to reimagine the experience, for future personal or business benefit.

Work from home businesswoman at desk reflecting with a mirror

Reflection has many benefits

What are Reflective Models?

A reflective model is a structured process used to guide personal and situational analysis and improvement. Reflection
emphasises awareness of our knowledge, past experiences, and beliefs.

Why Do We Need Reflective Methods?

Reflecting on a learning experience helps improve our performance while it’s happening. It also helps us do better
in the future. But without this reflection, it’s hard to improve. And if you don’t reflect on the experience, chances are
you’ll forget and lose the possible leanings.

Many people find that they learn best from experience. However, if they don’t reflect on their experience, and if they
don’t consciously think about how they could do better next time, it’s hard for them to learn anything at all.

This is where Gibbs’ Reflective Cycle is useful. You can use it to help your people make sense of situations at
work, so that they can understand what they did well and what they could do better in the future. It fits well into
Coaching practice, especially where people want to work on what could be described as “liability behaviours”.

About the Model

Professor Graham Gibbs published his Reflective Cycle in his 1988 book “Learning by Doing.” It’s particularly useful for
helping people learn from situations that they experience regularly, especially when these don’t go well.

There are five stages in the cycle:

• Description
• Feelings
• Evaluation
• Conclusions
• Action

You can use it to help people think about how they deal with situations, so that they can understand what they did
well, and reflect on where they need to improve.

To structure a coaching session using Gibbs’ Cycle, choose a situation to analyse and then work through the steps
below:

Step 1: Description

First, ask the person you’re coaching to describe the situation in detail. At this stage, you simply want to know what
happened – you’ll draw conclusions later.

Consider asking questions like these to help them describe the situation:

• When and where did this happen?

• Why were you there?
• Who else was there?
• What happened?
• What did you do?
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 • What did other people do?
• What was the result of this situation?

Step 2: Feelings

Next, encourage them to talk about what he thought and felt during the experience. At this stage, avoid
commenting on their emotions.

Use questions like these to guide the discussion:

• What did you feel before this situation took place?

• What did you feel while this situation took place?
• What do you think other people felt during this situation?
• What did you feel after the
situation? What do you think about the
situation now?
What do you think other people feel about the situation now?

Step 3: Evaluation
Now you need to encourage the person you’re coaching to look objectively at what approaches worked, and which
ones didn’t.

Ask them:

What was positive about this situation?

What was negative?
What went well?
What didn’t go so well?
What did you and other people do to contribute to the situation (either positively or negatively)?

Step 4: Conclusions
Once you’ve evaluated the situation, you can help the person draw conclusions about what happened.

Encourage them to think about the situation again, using the information that you’ve collected so far. Then ask
questions like these:

How could this have been a more positive experience for everyone involved?
If you were faced with the same situation again, what would you do differently?
What skills do you need to develop, so that you can handle this type of situation better?

Step 5: Action
You should now have some possible actions that the person can take to deal with similar situations more effectively
in the future.

In this last stage, you need to come up with a plan so that they can make these changes.

Once you’ve identified the areas they will work on, encourage them to commit to taking action, and agree a date on
which you will both review progress.

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 SELF – CHECK 4.2.3
Gibbs’ Reflective Cycle/Model (Description, Feelings, Evaluation, Analysis, Conclusion, and Action plan)

I. MATCHING TYPE
Directions: Match the meaning and functions in Column A with the terms in Column B. Write only the letter of
your answer.
Column A Column B
1. Feelings a. is the most comprehensive system summary tool by a long
shot.
2. Analysis b. Set the scene
3. Description c. How did it go? Focus on both the positive and negative,
even if it was mainly one or the other
4. Evaluation d. Gibbs cycle proposed two possible conclusions from the
5. Conclusion Cycle: a personal one for the learner and a general one for
the organization doing the training:
e. This involves making sense of what happened and
developing an understanding

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ANSWER KEY 4.2.3
Gibbs’ Reflective Cycle/Model (Description, Feelings, Evaluation, Analysis, Conclusion, and Action plan)

1. d
2. e
3. b
4. c
5. d

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LEARNING EXPERIENCES

LEARNING OUTCOME NO.3: BOOST SELF- CONFIDENCE AND DEVELOP SELF-

REGULATION
Learning Activity/Guide Special Instruction
• Read Information Sheet 4.3.1 on Four components o • Perform all activities required.
self-regulation based on Self- Regulation Theory (SRT) • You must get a rating of 80 to 100%. If
• Answer Self-Check 4.3.1 on Four components of self you get below 80% rating, go over the
regulation based on Self- Regulation Theory (SRT) same activities.
• Compare Answers to AnswerKey • If you get the required rating,
• Perform Task Sheet. No.4.3.1 on proceed to the next activities.
Four components of self-regulation based on Self-
Regulation Theory (SRT)
• Read Information Sheet 4.3.2 on Personalit • Perform all activities required.
development concepts • You must get a rating of 80 to 100%. If
• Answer Self-Check 4.3.2 on Personality you get below 80% rating, go over the
development concepts same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next activities.
• Perform Task Sheet. No.4.3.2 on
Personality development concepts

• Read Information Sheet 4.3.3 on Self-help concepts (e • Perform all activities required.
g., 7 Habits by Stephen Covey, transactional analysis • You must get a rating of 80 to 100%. If
psycho spiritual concepts) you get below 80% rating, go over the
• Answer Self-Check 4.3.3 on Self-help concepts same activities.
(e. g., 7 Habits by Stephen Covey, transactional • If you get the required rating,
analysis, psycho spiritual concepts) proceed to the next activities.
• Compare Answers to AnswerKey
• Perform Task Sheet. No.4.3.3 on
Self-help concepts (e. g., 7 Habits by Stephen Covey,
transactional analysis, psycho spiritual concepts)

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Information sheet no.4.3.1 four components of self-regulation based on Self- Regulation Theory (SRT)

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Know the importance of self-regulation theory

Self-Regulation
Core Emotional Intelligence Capacity – Control of Oneself by Oneself

What is Self-Regulation Theory?

Self-Regulation Theory (SRT) simply outlines the process and components of deciding what to think, feel, say, and
do. It is particularly salient in the context of making a “good” choice.

Four components are involved:

a. Standards of desirable behavior
b. Motivation to meet standards
c. Monitoring of situations and thoughts that precede breaking standards
d. Willpower internal strength to control urges
These four components interact to determine self-regulatory activity at any given moment. According to SRT,
behaviour is determined by personal standards of good behaviour, motivation to meet those standards, the degree
to which one is consciously aware of circumstances and actions, and the extent of willpower to resist temptations
and choose the “right” path.

The Psychology of Self-Regulation

According to Albert Bandura (1991), the expert on self-efficacy and leading researcher of SRT, self-regulation is a
Continuously active process in which we:

1. Monitor our own behavior, the influences on our behavior, and the consequences of our behavior
2. Judge our behavior in relation to our own personal standards and broader, more contextual standards
3. React to our own behavior (i.e., what we think and how we feel about our behavior)

According to emotional intelligence expert Daniel Goleman, there are five components of emotional intelligence:
1. Self-awareness
2. Self-regulation
3. Internal motivation
4. Empathy
5. Social skills
Self-regulation, or the extent of an individual’s ability to influence or control their own emotions and impulses, is a
vital piece of emotional intelligence. The better able we are to understand and address our own emotions and
the emotions of others, the better able we are to make sense of our environment, adjust to it, and pursue our goals.

Self-Regulation vs. Self-Control

“Self-control is about inhibiting strong impulses; self-regulation, reducing the frequency and intensity of strong
impulses by managing stress-load and recovery. In fact, self-regulation is what makes self-control possible, or, in many
cases, unnecessary.” Stuart Shanker (2016)
Viewed in this light, self-regulation as a more automatic and subconscious process—unless the individual
determines to purposefully monitor and alter their self-regulation—while self-control is a set of much more active
and purposeful decisions and behaviours.

8 Ways to Improve Self-Regulation

1. Leading and Living with Integrity: being a good role model, practicing what you preach, creating trusting
environments, and living in alignment with your values
2. Being Open to Change: challenge yourself to deal with change in a straightforward and positive manner
and work on improving your ability to adapt to different situations and stay positive through it all

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 3. Identifying Your Triggers: cultivating a sense of self-awareness will help you learn what your strengths
and weaknesses are, and what can trigger you into a difficult state of mind
4. Practicing Self-Discipline: commit to taking initiative and staying persistent in working towards your
goals, even when it’s the last thing you feel like doing
5. Reframing Negative Thoughts: work on your ability to take a step back from your own thoughts and
feelings, analyze them, and come up with positive alternative thoughts
6. Keeping Calm Under Pressure: practice keeping your cool by removing yourself from the situation for
the short term—whether mentally or physically—and using relaxation techniques like deep breathing
7. Considering the Consequences: when you are faced with a strong temptation towards “bad” behavior,
stop and think about the consequences (e.g., what happened in the past, what is likely to happen now,
what this behavior could trigger in terms of longer-term consequences)
8. Believing in yourself: boost your self-efficacy by working on your self-confidence; focus on the
experiences in your life where you succeeded and keep your mistakes in perspective. Choose to believe
in your own abilities and surround yourself with positive, supportive people (Kline, n.d.)

List of Self-Regulation Skills

1. Move or act in a deliberate or purposeful fashion

2. Adapt successfully to familiar settings
3. Focus and maintain attention on something
4. Ignore distractions
5. Follow requests or instructions
6. Attempt to regulate others
7. Create “rules”
8. Inhibit an inappropriate response
9. Alternately shift attention and refocus it
10. Inhibit movement or speech when appropriate
11. Regulation of emotions in appropriate social interaction
12. Regulation of attention
13. Use of strategies in the carrying out of cognitive tasks
14. Ability to communicate needs, wants, and thoughts in language
15. Ability to sustain attention
16. Ability to be curious and enthusiastic when doing new activities
17. Can inhibit impulsivity and follow directions
18. Can take turns in speech and/or behavior
19. Shows sensitivity to others' feelings, particularly other children
20. Can keep information in his/her mind when trying to solve a problem
21. Able to inhibit impulsive responses when formulating and carrying out a response

Understanding Ego Depletion

This is a state in which an individual’s willpower and control over their self-regulation processes have been
used up, and their energy earmarked for inhibiting impulses is expended. It often results in poor decision-
making and performance (Baumeister, 2014).

When a person has been faced with many temptations and especially strong temptations, they must then
exert an equally large amount of energy when it comes to controlling their impulses. SRT argues that
people have a limited amount of energy for this purpose and once it’s gone, two things happen:

o Inhibitions and behavioral restraints are weaker, meaning that the individual has less
motivation and willpower to refrain from the temptations

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 o The temptations/desires/urges are felt much more strongly than when willpower is at
a normal, non-depleted level (Baumeister, 2014)

This is a key idea in SRT; it explains why we struggle to avoid engaging in “bad behavior” when we are
tempted by it overa long period of time. For example, it explains why many dieters can keep to their strict
diet all day but give in after dinner when tempted by dessert. It also explains why a married, or otherwise
committed person, can rebuff an advance from someone who is not their partner for days or weeks but
eventually give in and engage in an affair.

Recent findings in neuroscience back this idea of self-regulatory depletion; a study from 2013 (Wagner et
al.) used functional neuroimaging to show that those who had depleted their self-regulatory energy
experienced less connectivity between the regions of the brain involved in self-control and those involved
in rewards. In other words, their brains were less accommodating in helping them resist temptation after
sustained self- regulatory activity.

The Art of Mindfulness

Self-regulation and mindfulness are two peas in a pod when it comes to contributing to well-being. Self-
regulation requires self-awareness and monitoring of one’s own emotional state and responses to stimuli.
Being conscious of your own thoughts, feelings, and behavior is the foundation of self-regulation; without it,
there is no ability to reflect or choose a different path.

Teaching mindfulness is one great way to both improve the ability to self-regulate and enhance overall
well- being. Mindfulness can be defined as the conscious effort to maintain a moment-to-moment
awareness of what’s going on, both inside your head and around you.

Mindfulness encourages active awareness of one’s own thoughts and feelings and promotes
conscious decisions about how to behave over simply going along with whatever your feelings tell you.
The researchers found that those in the mindfulness group exhibited greater attention, better ability to
delay gratification and more effective inhibitory control than those in the control group. Findings also
suggested that those with the most inherent trouble self-regulating benefited the most from the
mindfulness intervention, indicating that those at the lower end of the self-regulation continuum are not
a “lost cause!”

Self-Regulation and Executive Function

Mindfulness is an excellent way to build certain attention skills, which are part of a larger set of vital skills
that allow us to plan, focus, remember important things, and multitask effectively.

These skills are known as executive function skills, and they involve three key types of brain functions:
o Working Memory: our cache of short-term memories, or information we recently took in.
o Mental Flexibility: our ability to shift our focus from one stimulus to another and apply
context- appropriate rules for attention and behavior.
o Self-Control: our ability to set priorities, regulate our emotions, and to resist our impulses.

These skills are not inherent from birth but are rather learned and built upon over time. They are vital skills
for navigating the complex world we live in and contribute to making good choices and we set ourselves up
to meet our goals and enjoy greater well-being.

Characteristics of Self-Regulation
• Emotional Regulation – the ability to recognize emotion, both in ourselves and others, and
react appropriately.
• Behavioral Regulation – the ability to act in your long-term interest, consistent with your
deepest values. Stosny, 2011
• Self-Reflection – the ability to see ourselves clearly and make good choices based on that knowledge.
Emotional Regulation
Self-regulation
Emotional Regulation that is achieved independently without the support of others
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 Mutual regulation
Emotional Regulation that occurs in the context of supportive social interaction

Above strategies used in order to:

• Maintain a well-regulated arousal state
• Recover from extreme dysregulation

Mutual Regulation Goals

• Expresses range of emotions
• Respond to assistance offered by partners
• Requests partners’ assistance to regulate state
• Responds to feedback and guidance regarding behavior
• Recovers from extreme dysregulation with support from partners
Self-Regulation Goals
• Demonstrates availability for learning and interacting
• Uses behavioral strategies to regulate arousal level during familiar activities
• Regulates emotion during new and changing situations
• Uses language strategies to regulate arousal during familiar activities
• Recovers from extreme dysregulation by self
Emotional Regulation Strategies
• Behavioral Strategies - Sensory-motor strategies
• Language Strategies - Words or other symbols
• Metacognitive Strategies - Ability to reflect on/talk about cognitive processes that support
organization/regulation
ER Strategies
• Monitor emotional regulation
• Determine function of unconventional behavior
• Model appropriate behavior
• Address and identify dysregulation
• Redirect attention
• Teach “no”, “don’t like”, “stop”, “mad”
• Use positive behavior language
• “Take a break”

Areas of Sensory Activities – used to learn and manage arousal state, control, and relaxation.
• Proprioceptive – muscles and joints
• Vestibular – overall movement and gravity, swinging, trampoline, rocking chair, jump rope
• Pressure – combination of tactile and proprioception massage, heavy apron, bear hug, sofa cushion
sandwich
• Deep Muscle Work – carry heavy items, move wheelbarrow, exercise bands
• Oral – chewing, sucking, crunching
• Tactile – vibrations, brushing, massage, sensory roller, fan (wind)

Ten Emotion Regulation Skills - essential for personal happiness, success, and smooth-running relationships.
1. Identifying which specific emotions you’re feeling.
2. Identifying which specific emotions someone else is feeling.
3. The ability to start and persist with pursuing goals even when you feel anxious.
4. The ability to tolerate awkwardness.
5. The ability to have intimate conversations rather than stonewall, avoid, or flee.
6. The ability not to crumble when someone is pressuring you.
7. The ability to soothe your own emotions.
8. The ability to soothe other people's emotions.
9. Can you wait?
10. Do you know how to manage your positive emotions?

Behavioural Regulation

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Scope of Goods Sought – these behaviors demonstrate a life that is well lived.
• Life – Physical Needs and Factors for Healthy Living and Physical Functioning
• Knowledge – Desire for Information and Understanding about Oneself and the World
• Excellence in Play and Work – Desire to Engage in Leisure, Mastery at Work and Recreation
• Agency – Desire for Independence, Autonomy, Choice, Goal Formulation
• Inner Peace – Emotion Regulation, Equilibrium, Competence
• Relatedness – Desire to Establish Bonds with Others
• Community – Desire to be Connected to Similar Social Groups
• Spirituality – Desire for Meaning and Purpose of Life
• Happiness – State of Being Reflecting Overall Experience of Contentedness in One’s Life
• Creativity – Desire for Novelty or Innovation
Self-Reflection
Self-reflections is the examination and contemplation of our thoughts and actions. It encompasses not only what we
do, but why we do it. It allows us to monitor what is going on, to be aware of the nature and quality of events as
they occur, and to perceive their meaning.

Self-awareness is the foundation for emotional intelligence, self-leadership, and mature adulthood.
Self-awareness is a skill. In any skill, learning goes through four primary stages.

Stage 1: Unconscious Incompetence

Competence is unknown.
Stage 2: Conscious Incompetence
We are now aware of the fact that we don’t know things. It is this stage that brings up feelings of weakness and
inadequacy, feelings that our egos would like to avoid. This stage of learning requires commitment, a personal
decision to follow through. This step requires self-compassion, discipline (the cultivation of will), and hard work.
Stage 3: Conscious Competence
Commitment to consistent practice with devotion, patience, and friendliness toward yourself, with management
through the many plateaus and extended periods of hard work (practice) that occur in the learning process.
Observation of progress builds confidence. Remembering where you once were, you can marvel at your
improvements. You still need to focus intently on the object of learning (perhaps a new skill), but your development
is undeniable.
Stage 4: Unconscious Competence
The real magic occurs at this final stage of alchemical transformation. From total darkness, awkwardness,
discomfort, and frustration experienced in stages 1 and 2, through the herculean efforts of consistent practice in
stage 3, emerges a new level of being. With unconscious competence, a conscious focus is no longer needed to
perform a skill effortlessly.
This automatic response allows us to enter an absorbed, thoughtless state, often called being “in the zone” or “in
the flow.” We witness it in great athletes, musicians, orators, and anyone who walks the path of self-mastery.

Activities for Self-Reflection

• Mindfulness
• Meditation
• Yoga, Tai Chi
• Grounding Techniques
• Assessments – personality, temperament, A.C.E.’s, Strengths, etc.
• Journaling – personal narrative, personal visions, etc.
• Mirroring, Shadow Work, Inner Dialogue, etc.
• Observing Others – feedback, mentoring, coaching, etc.
Factors that impact our ability to consciously choose positive strategies:
1) Our capacity for self-reflection with the ability to see ourselves as separate intentional beings with the
ability to access and name our experience separate from the other.
2) Our perceived level of risk or danger.
3) Our level of fear and/or anxiety in a situation.
4) The degree of our real or perceived dependence on another or the situation.
5) The degree we trust our own competence and ourselves.
6) The degree we trust the "other".

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 7) Our motivation and commitment to a particular outcome.
8) Our predominant and secondary attachment strategies.
The greater our capacity for self-reflection with an awareness of our own experience; knowing that we're separate
intentional beings, knowing we can choose our response, and honoring our own experience as important... the
more self-soothing options are available to us.

CBT – Cognitive Behaviour Therapy

CBT is based on the idea that your thoughts are what cause your feelings and behaviors, not external stimuli like
people, situations and events. That is, it’s not the stimuli that causes your emotions, but it’s how you interpret and
perceive that stimuli. The benefit of this insight is that you can change the way you think, so that you feel and act
better, even if the situation hasn’t changed. As you can see in the illustration above, there is a cycle of
consequences with everything you do. This plays a great part in your overall feelings.

Cognitive: A term describing your thoughts and anything to do with the mind's function, e.g. thinking,
understanding, learning and remembering.
Behavioural: A term describing how we respond to stimuli, such as the things we do as well as the things we do
not do.

P.L.E.A.S.E.
Your body and mind are closely linked, and the health of one directly affects the other. An unhealthy body will make
it difficult to manage your emotions. The acronym “P.L.E.A.S.E.” can be used to help you remember important
aspects of this connection.

PL Treat Physical Illness

E Eat Healthy
A Avoid Mood Altering Drugs
S Sleep
E Exercise

Check the Facts

Maybe you can look back at your life and think of a few situations where you overreacted. Or you might notice that
something once felt like a big deal when it was really pretty unimportant. You can check the facts in the moment to
help reduce the intensity of these extreme emotions.

Ask yourself the following questions to check the facts:

1. What event triggered my emotion?
2. What interpretations or assumptions am I making about this event?
3. Does my emotion and its intensity match the facts of the situation? Or does it just match my assumptions of
the situation?
Do you want to be “right” or “happy”?
Self-Regulated Learning
Three components: cognition, metacognition, and motivation. The cognition component includes the skills and
habits that are necessary to encode, memorize, and recall information as well as think critically. Within the meta-
cognition component are skills that enable learners to understand and monitor their cognitive processes. The
motivation

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component surfaces the beliefs and attitudes that affect the use and development of both the cognitive and
metacognitive skills.

Below are suggestions for how to develop self-regulation in the adult education classroom.
• Cognitive strategies – skills and habits necessary to encode, memorize, and recall.
• Problem solving strategies
• Critical thinking skills
• Metacognitive knowledge– understands and monitors cognitive processes.
• declarative knowledge (knowledge about oneself as a learner – the factors that influence performance),
• procedural knowledge (knowledge about strategies and other procedures)
• conditional knowledge (knowledge of why and when to use a particular strategy
• Motivation – attitudes and beliefs that affect the use and development of cognitive strategies and
metacognitive knowledge.
• self-efficacy (degree to which one is confident that one can perform a task or accomplish a goal)
• epistemological beliefs (beliefs about the origin and nature of knowledge)

This process happens in three steps:

1. Planning: the student plans her task, sets goals, outlines strategies to tackle it, and/or creates a schedule
for the task
2. Monitoring: in this stage, the student puts her plans into action and closely monitors her performance and
her experience with the methods she chose
3. Reflection: finally, after the task is complete and the results are in, the student reflects on how well she did
and why she performed the way she did (Zimmerman, 2002

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 SELF – CHECK 4.3.1
Four components of self-regulation based on Self-Regulation Theory (SRT)

1. 8 Ways to Improve Self-Regulation

2. Four components are involved:

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 ANSWER KEY 4.3.1
Four components of self-regulation based on Self-Regulation Theory (SRT)

1.
• Leading and Living with Integrity
• Being Open to Change
• Identifying Your Triggers
• Practicing Self-Discipline
• Reframing Negative Thoughts
• Keeping Calm under Pressure
• Considering the Consequences
• Believing in Yourself
2.

• Standards of desirable behavior

• Motivation to meet standards
• Monitoring of situations and thoughts that precede breaking standards
• Willpower internal strength to control urges

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 Information sheet no.4.3.2 Personality development concepts

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• How to develop self confidence

The concept of Personality Development

Personality is defined as the form of characteristic thoughts, feelings and behaviour that differentiate one individual
from the other and it persists over time. It is the integration of biological and experienced behaviours of an
individual that forms responses to environmental stimuli. To build a good personality, following traits are listed to be
most crucial (Fig. 1.):
1. Character traits
2. Behavioural traits
3. Attitude traits
Personality traits are different to each other and could be a mixture of both good and bad. It’s always an individual’s
choice to choose change of traits provided; we need to endure the desire to make changes in life. Personality
Development is a step towards improvement and development of talents and potentials, enhancing quality of life,
realization of dreams and aspirations and facilitating employability. The stages include formal and informal activities
and the leaders and program managers may realize the full potential of each individual in an existing group. Hence,
this process of improving or transforming the personality is called personality development.

Significance of Personality Development

It is essential to understand that, pleasing personality is admiring, but this thought is not readily accepted by most
of the individuals. Personality development is perceived only as training towards improving ones’ outlooks. This is a
void statement and it is must to realize that personality development is a quite broader topic and it includes how
one-self can educate them to have clean and neat social personality with grace and groom. It also instructs them to
enhance one’s communication and interpersonal skills. Objectives of life without these important skills will be futile
to head towards success. Benefits of personality development include the following keys:
• Self-Confidence
• Credibility
• Leadership qualities
• Interpersonal skills
• Curiosity
• Communication skills

Self-Confidence
Self-confidence is an important trait required to face success in our lives. Although many of us still find it difficult to
hold the trait within and this vicious cycle of lacking confidence may lead to keep us distant from our desires.
Confident people admire the characters in others: their chiefs, their friends, their family and their peers. Admiring
confidence from others will also enhance our idea towards raising the self-confidence in us. The level of confidence

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shows in many ways of your behaviour: the way you speak, the way you handle others, the way you solve the
problems and so on. Confidence also deals with two major factors: Self-esteem and Self-efficacy. We develop a
sense of self-efficacy in ourselves by acquiring skills and knowledge. This will increase our confidence levels to
learn and work hard on our vision, and we will succeed. The level of confidence will always boost us to face the
risks and crisis and better manage and persists with the setbacks. Self-esteem is breaking down the negative forces
and fear of facing failures and raising the hope towards win-win situation.

Credibility
Credibility in the current modern era is one of the noticeable personas. Most of us decide an individual by their
outlooks and their attire. A book cannot be judged from its outer cover, in similar way, an individual cannot be
judged from their outlooks. A best personality will be covered by their shabby looks and inexpensive dresses. So, it
is always good to show up a credible outlook by enhancing your physical features. Do not show up a poor
professional image Over-aggressiveness simply doesn’t work in most of the official environments other-way,
Passiveness too will not work, always find the middle ground to show credibility to your peers.

Interpersonal skills
Interpersonal skills are skills performed everyday which includes interaction with other people, both individually and
in groups. People with strong interpersonal skills are successful in their professional and personal lives.
Interpersonal skills are more centred on communication, listening, questioning and understanding body language. It
also includes the skills and attributes related to the emotional intelligence or being able to understand and manage
your own and others’ emotions. People with good interpersonal skills will be able to work well in a team or group
without any hesitation. They will be a good communicator with effective skills and it is therefore important in diverse
areas of life with the society. We should be able to discover our own strengths and weaknesses. We are developing
our interpersonal skills since childhood usually subconsciously.

Leadership qualities
Personality development encourages leading and motivating others towards achievement. A good leader will motivate
their group in a positive way to reach success. This quality is a goal-oriented one which helps a person to achieve
their ambitions. It will make them work hard lumps in achieving their goals. A leader should keep a vision and equal
perspective on all humans. We can be an employee or a manager or a higher official, but we must possess both
leadership and motivational character in us. An efficient leader must have a fulfilled knowledge of motivation factors
over others. Leaders should ensure following the moral and ethics and also to harmonise the subordinate needs. A
word of appreciation is always rewarding to motivate and influence a person to succeed in his/her vision. Good
reward or exceptional behaviour with a token of appreciation, certification or letter can be motivating to the peer
groups. Problem solving capacity is a major character required for a leader to make his/her peers stronger-mentally
and emotionally. A major take-away point on leadership is “To be an efficient leader, you must be selfruling yourself
and self-motivating yourself”. We must have our own identity, needs and vision to do anything to achieve our
ambitions. If you can motivate and rule yourself to achieve your own ambition, you will master in harmonizing the
common goals of the organisation.

Curiosity
A wrong word can lead to major destructions in an environment. We should say right things at right places to make
others feel sophisticated and comfortable. This deal with understanding the different cultures and avoid such
related blunders in a business environment. If failed in following certain culture based systems, may break a deal or
affect the future of the business.

Communication skills
Most important trait despite other skill is being able to communicate our thoughts and feelings to others.
Communication is defined as sharing the information from one place to the other either vocally, written, visually or
non-verbally. Information transmittance must be clear and understandable to make the listening group or individual
more interactive. The ability to communicate information accurately and clearly is an important life oriented skill and
which should be developed and overlooked. The information should be very accurate and clear. When looking for
Jobs or a promotion from our current position, we need to demonstrate and build and develop our communication
skills. The verbal and non-verbal skills are appropriate to deal wide variety of people maintaining proper
vocabulary, eye contact and language to the audience. Writing skills should also be improved to present the ideas
clearly, visibly and concisely. Presentation skills, listening skills and speaking skills also must be developed.

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Big-five Personality traits – OCEAN
(O-Openness, C-Conscientiousness, E-Extraversion, A-Agreeableness, NNeuroticism)

Many researchers and psychologists reviewed the five dimensions of personality referred to as the “Big 5”
Personality traits. Theories on personality traits suggests different number of possible traits e.g.: Gordon Allport's
list of 4,000 personality traits, Raymond Cattell's 16 personality factors, and Hans Eysenck's three-factor theory.
Despite several theories, the five-factor theory emerged to be the most essential one that serve as the building
blocks of personality. Each personality trait represents a diverge variations between two extremes. Extroversion is
a continuum between extreme extraversion and extreme introversion. There are five dimensions termed as Five
Factor Model (FFM). The five categories are usually described as follows:

• Openness to Experience
• Consciousness
• Extraversion
• Agreeableness
• Neuroticism

Openness
This trait represents characters such as insight and imagination. People possessing this character tend to be with
broad range of interests. Curiosity about the society, environment and interest towards learning new things and
new experiences will be their thirst. They are very creative and adventurous. If they are diminished in this trait, they
may be more traditional and may scuffle with intellectual thoughts.

Conscientiousness
This is the trait of being careful and vigilant. High levels of thoughtfulness, good impulse control and goal-directed
behaviours are dominant characters of this group of people. They are planned and think about impact of their
thoughts on others. This trait is also part of the HEXACO model of personality and is an aspect of what was
traditionally referred to as having a character. They are generally dependable and spontaneous in behaviour,
workaholics, perfectionists and compulsive. Individuals low on this trait will be engaged in antisocial activities and
are less goal-oriented.

Extraversion
Excited, Social, talkative, assertive and highly emotional characters are extroverts. People in this category are outgoing
and gain energy in social activities. They expect people to be around them to feel energized and excited. People
opposite to this character are called as introverts and they tend to be very reserved and they reserve energy in
social settings. Social events are not their cup of coffee and require a period of solitude and silence in order to
recharge back with the energy.
Agreeableness
Trust, Modesty, Altruism, Co-operation and Sympathy are the major traits of these personality traits. These people
maintain building social harmony and peace in the working environment. Agreeableness is not always suitable in
the working environment. People who are low on agreeableness will be an excellent scientist, critics or soldiers.
They also tend to be unfriendly, distant and non-co-operative.

Neuroticism
Sadness, moodiness, jealous, depressed, fear, anger, anxiety and emotional instability are the traits characterised
by neurotics. People with this trait will experience mood swings, anxiety, irritability and sadness. Those who are low
in this trait will be emotionally resilient. People with this trait are shy and self-conscious show delayed gratification.

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Simple ways to develop your personality
Smile and good impression - Greet everyone with a smiling face. You will be perceived for your good impression and
manner in the early start of the day. They will receive you as a good friend and a kind person when you treat others
with a bright smile.

Good mannerism - Develop good manners, show respect towards elders and higher officials in the office. Make
sure you don’t show aggressive attitude, rude behaviour towards others.
Be positive - Show positivity towards all the deeds and efforts your make in action.
Boost your energy towards creating enthusiastic environment. Don’t have negative thoughts on things which you
can’t control. Practice positivity.
Be more passionate - Always drive your visions with passion, develop your thoughts and innovations on your ambition
and get moving with new ideas and keep focused. Do your jobs with ease and joy.
Be compassionate - Be happy to help others in need and care for them during their worst times. Be always a good
listener and value the thoughts of others. Listen to others to understand them and feel free to console them on their
upsets and frustrations. Sharing and caring a little is a positive trait.
Praise the one in front of you - Wishing good for others and rewarding them on an achievement or a word of
appreciation is always a good personality to develop.
Don’t compare yourself to others during the success of others. This will make a negative thought on ourselves
lacking self-confidence.
Communicate effectively - Communication is one of the other major components of Personality development.
Communication effectively expands knowledge of others.
Learn to share news and article you read or you have seen to others. This can stimulate the minds and also gives you
things to discuss.
Be a lion in the face of danger – Be bold to face the danger. If you are on an ethical path, there is no any
obstacles or danger that will fail you tremendously. Though the crisis or danger by other ways will teach you
lessons towards success. It will make you experience the good and bad and activities not to reappear. So, be bold
to face the cons of life.
Exercise and Meditate - This will develop capability to handle and manage stress levels. Life can be a mess sometimes
and it can risky to make your mind relaxed. It may lack focus, which will make us act rude and grouchy. Plan a hour
or two to meditate and exercise which will help you boost your mind and improve your mental health.

References
• Gopikrishnan M, A course guide to Personality Development. Bharath
• University. PP.67
• Mile, D.J., Power of Positive thinking, Delhi, Rohan Book Company (2004).
• https://www.verywellmind.com/the-big-five-personality-dimensions2795422
• https://www.managementstudyguide.com/importance-of-personalitydevelopment.htm

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 SELF – CHECK 4.3.2
Personality development concepts

1. Benefits of personality development

2. Simple ways to develop your personality

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 ANSWER KEY 4.3.2
Personality development concepts

1.
• Self-Confidence
• Credibility
• Leadership qualities
• Interpersonal skills
• Curiosity
• Communication skills
2.
• Good mannerism - Develop good manners, show respect towards elders and higher officials in the
office. Make sure you don’t show aggressive attitude, rude behaviour towards others.
• Be positive - Show positivity towards all the deeds and efforts your make in action.
• Boost your energy towards creating enthusiastic environment. Don’t have negative thoughts on
things which you can’t control. Practice positivity.
• Be more passionate - Always drive your visions with passion, develop your thoughts and innovations
on your ambition and get moving with new ideas and keep focused. Do your jobs with ease and
joy.
• Be compassionate - Be happy to help others in need and care for them during their worst times.
Be always a good listener and value the thoughts of others. Listen to others to understand them
and feel free to console them on their upsets and frustrations. Sharing and caring a little is a
positive trait.
• Praise the one in front of you - Wishing good for others and rewarding them on an achievement
or a word of appreciation is always a good personality to develop.
• Don’t compare yourself to others during the success of others. This will make a negative thought
on ourselves lacking self-confidence.
• Communicate effectively - Communication is one of the other major components of
Personality development. Communication effectively expands knowledge of others.
• Learn to share news and article you read or you have seen to others. This can stimulate the minds
and also gives you things to discuss.
• Be a lion in the face of danger – Be bold to face the danger. If you are on an ethical path, there is
no any an obstacle or danger that will fail you tremendously. Though the crisis or danger by other
ways will teach you lessons towards success. It will make you experience the good and bad and
activities not to reappear. So, be bold to face the cons of life.
• Exercise and Meditate - This will develop capability to handle and manage stress levels. Life can be a
mess sometimes and it can risky to make your mind relaxed. It may lack focus, which will make
us act rude and grouchy. Plan a hour or two to meditate and exercise which will help you boost
your mind and improve your mental health.

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 Information sheet no.4.3.3 Self-help concepts (e. g., 7 Habits by Stephen Covey, transactional analysis, psycho-
spiritual concepts)

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Understand the concept of Stephen covey and how it will help us
• Change ourselves fundamentally and not just alter our attitudes and behaviors

The Seven Habits of Highly Effective People

Based on Dr Stephen Covey's inspirational book - 7 Habits Of Highly Effective People®.

Stephen Covey Background Information

Dr Stephen Covey (1932-2012) was and remains a hugely influential management guru. Covey's most famous
book, The Seven Habits of Highly Effective People, became a blueprint for personal development when it was
published in 1990.

• The principles may be used for life in general - they are not limited to workplaces, management,
leadership, etc. Covey's concepts can actually help people to grow, change and become more effective in
really any other aspect of human responsibility that you might imagine.
Covey's Seven Habits are easy to understand, but like all the best and simplest models, can be a little more difficult
to apply in practice.

• The 'Habits' seem very simple, and in many ways, they are, yet to varying degrees they may entail
quite serious changes to thinking and acting.
• Nevertheless, the 'Seven Habits' are a remarkable set of inspirational and aspirational standards for anyone
who seeks to live a full, purposeful and good life, and are applicable today more than ever, as the
business world - and life beyond business and work - become more attuned to humanist concepts.
Covey's values are full of integrity and humanity and contrast strongly with the authority-driven process-based
ideologies that characterise management and leadership thinking in earlier times. Indeed Covey's methods extend and
adapt with increasing relevance to many more areas in the modern world, for example, parenting, relationships,
mediation, counselling, etc.

• Stephen Covey, as well as being a renowned writer, speaker, academic and humanist, also built a huge
training and consultancy products and services business - Franklin Covey which has a global reach.
Stephen Covey at one time or other also consulted with and provided training services to most of the
world's leading corporations.
Covey produced a substantial body of educational and teaching work. The Seven Habits of Highly Effective People was
his first significantly popular creation and probably remains his greatest. Below is a quick summary of his main
ideas.

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These days, people look for quick fixes. They see a successful person, team, or organization and ask, "How do you do
it? Teach me your techniques!" But these "shortcuts" that we look for, hoping to save time and effort and still
achieve the desired result, are simply band-aids that will yield short-term solutions. They don't address the
underlying condition.

"The way we see the problem is the problem," Covey writes. We must allow ourselves to undergo paradigm shifts
— to change ourselves fundamentally and not just alter our attitudes and behaviors on the surface level — in
order to achieve true change.

That's where the seven habits of highly effective people come in:

• Habits 1, 2, and 3 are focused on self-mastery and moving from dependence to independence.
• Habits 4, 5, and 6 are focused on developing teamwork, collaboration, and communication skills, and moving
from independence to interdependence.
• Habit 7 is focused on continuous growth and improvement and embodies all the other habits.
Let's dive into the 7 habits, now — keep reading, or click on a specific habit to jump right to that
section.

7 Habits of Highly Effective People

1. Be Proactive
2. Begin with the End in Mind
3. Put First Things First
4. Think Win-Win
5. Seek First to Understand, Then to Be Understood
6. Synergize
7. Sharpen the Saw

1. Be Proactive
Quick Summary:
We're in charge. We choose the scripts by which to live our lives. Use this self-awareness to be proactive and take
responsibility for your choices.

The first habit that Covey discusses is being proactive. What distinguishes us as humans from all other animals is our
inherent ability to examine our own character, to decide how to view ourselves and our situations, and to control
our own effectiveness.

Put simply, in order to be effective one must be proactive.

Reactive people take a passive stance — they believe the world is happening to them. They say things like:

• "There's nothing I can do."

• "That's just the way I am."
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They think the problem is "out there" — but that thought is the problem. Reactivity becomes a self-fulfilling
prophecy, and reactive people feel increasingly victimized and out of control.

Proactive people, however, recognize they have responsibility — or "response-ability," which Covey defines as the
ability to choose how you will respond to a given stimulus or situation.

In order to be proactive, we must focus on the Circle of Influence that lies within our Circle of Concern— in other
words, we must work on the things we can do something about.

The positive energy we exert will cause our Circle of Influence to expand.

Reactive people, on the other hand, focus on things that are in their Circle of Concern but not in their Circle of
Influence, which leads to blaming external factors, emanating negative energy, and causing their Circle of Influence to
shrink.

Key Lessons:
Challenge yourself to test the principle of proactivity by doing the following:

1. Start replacing reactive language with proactive language.

Reactive = "He makes me so mad."Proactive = "I control my own feelings."
2. Convert reactive tasks into proactive ones.

2. Begin with the End in Mind

Quick Summary:
Start with a clear destination in mind. Covey says we can use our imagination to develop a vision of what we want
to become and use our conscience to decide what values will guide us.

Most of us find it rather easy to busy ourselves. We work hard to achieve victories — promotions, higher income,
more recognition. But we don't often stop to evaluate the meaning behind this busyness, behind these victories —
we don't ask ourselves if these things that we focus on so intently are what really matter to us.

Habit 2 suggests that, in everything we do, we should begin with the end in mind. Start with a clear destination.
That way, we can make sure the steps we're taking are in the right direction.

Covey emphasizes that our self-awareness empowers us to shape our own lives, instead of living our lives by default
or based on the standards or preferences of others.

Beginning with the end in mind is also extremely important for businesses. Being a manager is about optimizing for
efficiency. But being a leader is about setting the right strategic vision for your organization in the first place, and
asking, "What are we trying to accomplish?"

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Before we as individuals or organizations can start setting and achieving goals, we must be able to identify our values.
This process may involve some rescripting to be able to assert our own personal values.

Rescripting, Covey explains, is recognizing ineffective scripts that have been written for you, and changing those
scripts by proactively writing new ones that are built of your own values.

It is also important to identify our center. Whatever is at the center of our life will be the source of our security,
guidance, wisdom, and power.

Our centers affect us fundamentally — they determine our daily decisions, actions, and motivations, as well as our
interpretation of events.

However, Covey notes that none of these centers are optimal and that instead, we should strive to be principle-
centered. We should identify the timeless, unchanging principles by which we must live our lives. This will give us the
guidance that we need to align our behaviors with our beliefs and values.

Key Lessons:
Challenge yourself to test the principle of beginning with the end in mind by doing the following:

1. Visualize in rich detail your own funeral. Who is there? What are they saying about you? About
how you lived your life? About the relationships you had? What do you want them to say? Think
about how your priorities would change if you only had 30 more days to live. Start living by these
priorities.
2. Break down different roles in your life — whether professional, personal, or community — and
list three to five goals you want to achieve for each.
3. Define what scares you. Public speaking? Critical feedback after writing a book? Write down the
worst-case scenario for your biggest fear, then visualize how you'll handle this situation. Write
down exactly how you'll handle it.

3. Put First Things First

Quick Summary:
In order to manage ourselves effectively, we must put first things first. We must have the discipline to prioritize
our day-to-day actions based on what is most important, not what is most urgent.

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In Habit 2, we discussed the importance of determining our values and understanding what it is we are setting out
to achieve. Habit 3 is about actually going after these goals, and executing on our priorities on a day-to-day,
moment-to- moment basis.

In order to maintain the discipline and the focus to stay on track toward our goals, we need to have the willpower
to do something when we don't want to do it. We need to act according to our values rather than our desires or
impulses at any given moment.

All activities can be categorized based on two factors: Urgent and important. Take a look at this time management
matrix:

We react to urgent matters. We spend our time doing things that are not important. That means that we neglect
Quadrant II, which is the actually most crucial of them all.

If we focus on Quadrant I and spend our time managing crises and problems, it keeps getting bigger and bigger until it
consumes us. This leads to stress, burnout, and constantly putting out fires.

If we focus on Quadrant III, we spend most of our time reacting to matters that seem urgent, when the reality is
their perceived urgency is based on the priorities and expectations of others. This leads to short-term focus, feeling
out of control, and shallow or broken relationships.

If we focus on Quadrant IV, we are basically leading an irresponsible life. This often leads to getting fired from
jobs and being highly dependent on others.

Quadrant II is at the heart of effective personal management. It deals with things like building relationships, long-
term planning, exercising, preparation — all things we know we need to do but somehow seldom get around to
actually doing because they don't feel urgent.

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In order to focus our time in Quadrant II, we have to learn how to say "no" to other activities, sometimes ones that
seem urgent. We also need to be able to delegate effectively.

Plus, when we focus on Quadrant II, it means we're thinking ahead, working on the roots, and preventing crises
from happening in the first place! This helps us implement the Pareto Principle — 80% of your results come from
20% of your time.

We should always maintain a primary focus on relationships and results, and a secondary focus on time.

"Think effectiveness with people and efficiency with things." —Stephen Covey

Key Lessons:
Here are some ways you can practice putting first things first:

1. Identify a Quadrant II activity you've been neglecting. Write it down and commit to implementing it.
2. Create your own time management matrix to start prioritizing.
3. Estimate how much time you spend in each quadrant. Then log your time over 3 days. How accurate was
your estimate? How much time did you spend in Quadrant II (the most important quadrant)?

4. Think Win-Win
Quick Summary:

In order to establish effective interdependent relationships, we must commit to creating Win-Win situations that are
mutually beneficial and satisfying to each party.

Covey explains that there are six paradigms of human interaction:

1. Win-Win: Both people win. Agreements or solutions are mutually beneficial and satisfying to both parties.
2. Win-Lose: "If I win, you lose." Win-Lose people are prone to use position, power, credentials,
and personality to get their way.
3. Lose-Win: "I lose, you win." Lose-Win people are quick to please and appease, and seek strength from
popularity or acceptance.
4. Lose-Lose: Both people lose. When two Win-Lose people get together — that is, when two,
determined, stubborn, ego-invested individuals interact — the result will be Lose-Lose.
5. Win: People with the Win mentality don't necessarily want someone else to lose — that's irrelevant.
What matters is that they get what they want.
6. Win-Win or No Deal: If you can't reach an agreement that is mutually beneficial, there is no deal.

The best option is to create Win-Win situations. With Win-Lose, or Lose-Win, one person appears to get what
he wants for the moment, but the results will negatively impact the relationship between those two people
going forward.

The Win-Win or No Deal option is important to use as a backup. When we have No Deal as an option in our mind,
it liberates us from needing to manipulate people and push our own agenda. We can be open and really try to
understand the underlying issues.

In solving for Win-Win, we must consider two factors: Consideration and courage. Take a look at the following chart:

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"To go for Win-Win, you not only have to be nice, you have to be courageous." — Stephen Covey

Another important factor in solving for Win-Win situations is maintaining an Abundance Mentality, or the belief that
there's plenty out there for everyone.

Most people operate with the Scarcity Mentality — meaning they act as though everything is zero-sum (in other
words, if you get it, I don't). People with the Scarcity Mentality have a very hard time sharing recognition or credit
and find it difficult to be genuinely happy about other people's successes.

When it comes to interpersonal leadership, the more genuine our character is, the higher our level of proactivity;
the more committed we are to Win-Win, the more powerful our influence will be.

To achieve Win-Win, keep the focus on results, not methods; on problems, not people.

Lastly, the spirit of Win-Win can't survive in an environment of competition. As an organization, we need to align
our reward system with our goals and values and have the systems in place to support Win-Win.

Key Lessons:
Get yourself to start thinking Win-Win with these challenges:

1. Think about an upcoming interaction where you'll be attempting to reach an agreement or solution. Write down
a list of what the other person is looking for. Next, write a list next to that of how you can make an offer to meet
those needs.

2. Identify three important relationships in your life. Think about what you feel the balance is in each of those
relationships. Do you give more than you take? Take more than you give? Write down 10 ways to always give
more than you take with each one.

3. Deeply consider your own interaction tendencies. Are they Win-Lose? How does that affect your interactions with
others? Can you identify the source of that approach? Determine whether or not this approach serves you well in
your relationships. Write all of this down.

Email is one place we all quickly build poor habits. Rather than wasting time by copying and pasting email templates
that you use every day, we recommend using HubSpot's free CRM to easily send personalized email templates in
Gmail and Outlook.

5. Seek First to Understand, Then to Be Understood

Quick Summary:

Before we can offer advice, suggest solutions, or effectively interact with another person in any way, we must seek
to deeply understand them and their perspective through empathic listening.

Let's say you go to an optometrist and tell him that you've been having trouble seeing clearly, and he takes off his
glasses, hands them to you and says, "Here, try these — they've been working for me for years!" You put them on,
but they only make the problem worse. What are the chances you'd go back to that optometrist?

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Unfortunately, we do the same thing in our everyday interactions with others. We prescribe a solution before we
diagnose the problem. We don't seek to deeply understand the problem first.

Habit 5 says that we must seek first to understand, then to be understood. In order to seek to understand, we must
learn to listen.

We can't simply use one technique to understand someone. In fact, if a person senses that we're manipulating
her, she will question our motives and will no longer feel safe opening up to us.

"You have to build the skills of empathic listening on a base of character that inspires openness and trust." —
Stephen Covey

To listen empathically requires a fundamental paradigm shift. We typically seek first to be understood. Most people
listen with the intent to reply, not to understand. At any given moment, they're either speaking or preparing to
speak.

After all, Covey points out, communication experts estimate that:

• 10% of our communication is represented by our words

• 30% is represented by our sounds
• 60% is represented by our body language

When we listen autobiographically — in other words, with our own perspective as our frame of reference — we
tend to respond in one of four ways:

1. Evaluate: Agree or disagree with what is said

2. Probe: Ask questions from our own frame of reference
3. Advise: Give counsel based on our own experience
4. Interpret: Try to figure out the person's motives and behavior based on our own motives and behavior

But if we replace these types of response with empathic listening, we see dramatic results in improved
communication. It takes time to make this shift, but it doesn't take nearly as long to practice empathic listening as it
does to back up and correct misunderstandings, or to live with unexpressed and unresolved problems only to have
them surface later on.

The second part of Habit 5 is " ... then to be understood." This is equally critical in achieving Win-Win solutions.

When we're able to present our ideas clearly, and in the context of a deep understanding of the other person's
needs and concerns, we significantly increase the credibility of your ideas.

Key Lessons:
Here are a few ways to get yourself in the habit of seeking first to understand:

1. Next time you're watching two people communicating, cover your ears and watch. What emotions are being
communicated that might not come across through words alone? Was one person or the other more interested in
the conversation? Write down what you noticed.

2. Next time you give a presentation, root it in empathy. Begin by describing the audience's point of view in
great detail. What problems are they facing? How is what you're about to say offering a solution to their
problems?

6. Synergize
Quick Summary:

By understanding and valuing the differences in another person's perspective, we have the opportunity to create
synergy, which allows us to uncover new possibilities through openness and creativity.
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The combination of all the other habits prepares us for Habit 6, which is the habit of synergy or "When one plus one
equals three or more and the whole is great than the sum of its parts."

For example, if you plant two plants close together, their roots will co-mingle and improve the quality of the soil, so
that both plants will grow better than they would on their own.

Synergy allows us to create new alternatives and open new possibilities. It allows us as a group to collectively agree to
ditch the old scripts and write new ones.

"Without doubt, you have to leave the comfort zone of base camp and confront an entirely new and unknown
wilderness." —Stephen Covey

So how can we introduce synergy to a given situation or environment? Start with habits 4 and 5 — you must
think Win-Win and seek first to understand.

Once you have these in mind, you can pool your desires with those of the other person or group. And then you're
not on opposite sides of the problem — you're together on one side, looking at the problem, understanding all the
needs, and working to create a third alternative that will meet them.

What we end up with is not a transaction, but a transformation. Both sides get what they want, and they build their
relationship in the process.

By putting forth a spirit of trust and safety, we will prompt others to become extremely open and feed on each
other's insights and ideas, creating synergy.

The real essence of synergy is valuing the differences — the mental, emotional, and psychological differences
between people.

After all, if two people have the same opinion, one is unnecessary. When we become aware of someone's
different perspective, we can say, "Good! You see it differently! Help me see what you see."

We seek first to understand, and then we find strength and utility in those different perspectives in order to create
new possibilities and Win-Win results.

Synergy allows you to:

• Value the differences in other people as a way to expand your perspective

• Sidestep negative energy and look for the good in others
• Exercise courage in interdependent situations to be open and encourage others to be open
• Catalyze creativity and find a solution that will be better for everyone by looking for a third alternative
Key Lessons:
1. Make a list of people who irritate you. Now choose just one person. How are their views different? Put yourself
in their shoes for one minute. Think and pretend how it feels to be them. Does this help you understand them
better?

Now next time you're in a disagreement with that person, try to understand their concerns and why they disagree
with you. The better you can understand them, the easier it will be to change their mind — or change yours.

2. Make a list of people with whom you get along well. Now choose just one person. How are their views
different? Now write down a situation where you had excellent teamwork and synergy. Why? What conditions
were met to reach such fluidity in your interactions? How can you recreate those conditions again?

7. Sharpen the Saw

Quick Summary:

To be effective, we must devote the time to renewing ourselves physically, spiritually, mentally, and
socially. Continuous renewal allows us to synergistically increase our ability to practice each habit.
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Habit 7 is focused around renewal, or taking time to "sharpen the saw." It surrounds all of the other habits and
makes each one possible by preserving and enhancing your greatest asset — yourself.

There are four dimensions of our nature, and each must be exercised regularly, and in balanced ways:

Physical Dimension: The goal of continuous physical improvement is to exercise our body in a way that will enhance
our capacity to work, adapt, and enjoy.

To renew ourselves physically, we must:

• Eat well
• Get sufficient rest and relaxation
• Exercise on a regular basis to build endurance, flexibility, and strength
Focusing on the physical dimension helps develop Habit 1 muscles of proactivity. We act based on the value of well-
being instead of reacting to the forces that keep us from fitness.

Spiritual Dimension: The goal of renewing our spiritual self is to provide leadership to our life and reinforce your
commitment to our value system.

To renew yourself spiritually, you can:

• Practice daily meditation

• Communicate with nature
• Immerse yourself in great lite
A focus on our spiritual dimension helps us practice Habit 2, as we continuously revise and commit ourselves to our
values, so we can begin with the end in mind.

Mental Dimension: The goal of renewing our mental health is to continue expanding our mind.

To renew yourself mentally, you can:

• Read good literature

• Keep a journal of your thoughts, experiences, and insights
• Limit television watching to only those programs that enrich your life and mind
Focusing on our mental dimension helps us practice Habit 3 by managing ourselves effectively to maximize the use of
our time and resources.

Social/Emotional Dimension: The goal of renewing ourselves socially is to develop meaningful relationships.
To renew yourself emotionally, you can:

• Seek to deeply understand other people

• Make contributions to meaningful projects that improve the lives of others
• Maintain an Abundance Mentality, and seek to help others find success
Renewing our social and emotional dimension helps us practice Habits 4, 5, and 6 by recognizing that Win-Win
solutions do exist, seeking to understand others, and finding mutually beneficial third alternatives through synergy.

"Not a day goes by that we can't at least serve one other human being by making deposits of unconditional love." -
Stephen Covey

As we focus on renewing ourselves along these four dimensions, we must also seek to be a positive scripter for other
people. We must look to inspire others to a higher path by showing them we believe in them, by listening to them
empathically, by encouraging them to be proactive.

The real beauty of the 7 Habits is that improvement in one habit synergistically increases our ability to improve
the rest.
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Renewal is the process that empowers us to move along an upward spiral of growth and change, of continuous
improvement.

Key Lessons:
1. Make a list of activities that would help you renew yourself along each of the 4 dimensions. Select one activity
for each dimension and list it as a goal for the coming week. At the end of the week, evaluate your performance.
What led you to succeed or fail to accomplish each goal?

2. Commit to writing down a specific "sharpen the saw" activity in all four dimensions every week, to do them, and
to evaluate your performance and results.

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 SELF – CHECK 4.3.3
Self-help concepts (e. g., 7 Habits by Stephen Covey, transactional analysis, psycho-spiritual concepts)

1. 7 Habits of Highly Effective People

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 ANSWER KEY 4.3.3
Self-help concepts (e. g., 7 Habits by Stephen Covey, transactional analysis, psycho-spiritual concepts)

1. Be Proactive
2. Begin with the End in Mind
3. Put First Things First
4. Think Win-Win
5. Seek First to Understand, Then to Be Understood
6. Synergize
7. Sharpen the Saw

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REFERENCES AND FURTHER READINGS

https://www.glassdoor.com/blog/guide/self-management/
https://www.betterup.com/blog/what-is-self-management-and-how-can-you-improve-it
https://www.indeed.com/career-advice/career-development/challenges-that-affect-career-goals
https://search.jobs.barclays/How-to-overcome-career-barriers
https://www.healthxchange.sg/men/health-work/managing-emotions-work
https://www.mindtools.com/amtbj63/swot-analysis
https://content.wisestep.com/change-improve-attitudes-workplace-tips/ https://www.google.com/search?
q=Strategies+to+improve+one%E2%80%99s+attitude+in+the+workplace&rlz=1C1GC
EA_enRO1013PH1025&sxsrf=AJOqlzWskBdM8KC_4Umfapo5OOJZPCifmw:1673575418942&source=lnms&tbm=isch&s
a=X&ved=2ahUKEwjA_OaiusP8AhWmcGwGHU-
BCIQQ_AUoAXoECAEQAw&biw=1366&bih=657&dpr=1#imgrc=EHN52JGynllnQM
https://wheniwork.com/blog/18-simple-ways-to-keep-a-positive-attitude-at-work
https://www.indeed.com/career-advice/career-development/positive-attitude-at-
work#:~:text=Learning%20strategies%20for%20maintaining%20a,better%20achieve%20your%20employer's%20goals.
https://www.makingbusinessmatter.co.uk/gibbs-reflective-cycle/
http://www.crowe-associates.co.uk/coaching-tools/gibbs-reflective-cycle/
https://www.iyi.org/wp-content/uploads/2020/02/Self-Regulation-Handout.pdf
http://eprints.cmfri.org.in/13294/1/Theeranaipunya%204_PERSONALITY%20DEVELOPMENT.pdf
https://blog.hubspot.com/sales/habits-of-highly-effective-people-summary
https://www.businessballs.com/self-management/the-seven-habits-of-highly-effective-people/

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 MODULES OF INSTRUCTION
ELECTRICAL INSTALLATION AND MAINTENANCE NC II
QUALIFICATION

UNIT OF COMPETENCY CONTRIBUTE TO WORKPLACE INNOVATION

MODULE TITLE CONTRIBUTING TO WORKPLACE INNOVATION

This module covers the knowledge, skills and attitudes required to make a
MODULE DESCRIPTOR pro- active and positive contribution to workplace innovation

NOMINAL DURATION 3 HOURS

LEARNING OUTCOMES

At the end of this module you must be able to:

1. Identify opportunities to do things better

2. Discuss and develop ideas with others
3. Integrate ideas for change in the workplace

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 LEARNING OUTCOME SUMMARY

UNIT OF COMPETENCY 5 CONTRIBUTE TO WORKPLACE INNOVATION

LEARNING OUTCOME
1. Identify opportunities to do things better
2. Discuss and develop ideas with others
3. Integrate ideas for change in the workplace
CONDITION:
• Pens, papers and writing implements.
• Cartolina.
• Manila papers

METHODOLOGY:
• Group discussion
• Interaction
• Reportorial
ASSESSMENT METHOD:
• Psychological and behavioral Interviews.
• Performance Evaluation.
• Life Narrative Inquiry.
• Review of portfolios of evidence and third-party workplace reports of on-the-job
performance.
• Sensitivity analysis.
• Organizational analysis.
• Standardized assessment of character

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 LEARNING EXPERIENCES

LEARNING OUTCOME NO.1: Identify opportunities to do things better

LEARNING OUTCOME NO.2: Discuss and develop ideas with others
LEARNING OUTCOME NO.3: Integrate ideas for change in the workplace
Learning Activity/Guide Special Instruction
• Read Information Sheet 5.1.1 Roles of individuals in • Perform all activities required.
suggesting and making improvements. • You must get a rating of 80 to 100%. If
• Answer Self-Check 5.1.1 on Roles of individuals in you get below 80% rating, go over the
suggesting and making improvements same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next activities.
• Perform Task Sheet. No.5.1.1 on
Roles of individuals in suggesting and making
improvements
• Read Information Sheet 5.1.2 on Positive impacts • Perform all activities required.
and challenges in innovation • You must get a rating of 80 to 100%. If
• Answer Self-Check 5.1.2 on Positive impacts you get below 80% rating,go over the
and challenges in innovation same activities.
• Compare Answers to AnswerKey • If you get the required rating,
• Perform Task Sheet. No.5.1.2 on proceed to the next
activities.
Positive impacts and challenges in innovation

• Read Information Sheet 5.1.3 on Types of changes • Perform all activities required.
and responsibility • You must get a rating of 80 to 100%. If
• Answer Self-Check 5.1.3 Types of changes and you get below 80% rating,go over the
responsibility same activities.
• Compare Answers to AnswerKey • If you get the required rating,
• Perform Task Sheet. No.5.1.3 on proceed to the next
Types of changes and responsibility activities.

• Read Information Sheet 5.1.4 on Seven habits of • Perform all activities required.
highly effective people • You must get a rating of 80 to 100%. If
• Answer Self-Check 5.1.4 on Seven habits of highly you get below 80% rating,go over the
effective people same activities.
• Compare Answers to AnswerKey • If you get the required rating,
• Perform Task Sheet. No.5.1.4 on proceed to the next
Seven habits of highly effective activities.
people
• Read Information Sheet 5.1.5 on Basic research • Perform all activities required.
skills. • You must get a rating of 80 to 100%. If
• Answer Self-Check 5.1.5 on Basic you get below 80% rating,go over the
research skills. same activities.
• Compare Answers to AnswerKey • If you get the required rating,
Perform Task Sheet. No.5.1.5 on Basic research proceed to the next
skills. activities.

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 Information sheet no. 5.1.1 Roles of individuals in suggesting and making improvements

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• improve performance at work
• Improve self-management skills

How important is an Employee Suggestion Program

Every business relies on getting good ideas from employees, and on improving processes over time in response to
these ideas. After all, your workers are the ones at the coal face - it’s only natural that they’ll have the best
suggestions for how to make things run more smoothly.

If you’ve established a positive and open workplace culture, your employees will offer their great ideas without you
having to ask. If this is already the case, then well done!

However, not everyone wants to take the time and effort to offer their ideas. For many employees, the day to day
demands of the job are enough to keep them busy.

A great way to overcome this barrier and encourage your employees to contribute their most valuable suggestions?
Commit to an employee suggestion program.

In this article, we’ll take you on a tour through seven helpful tips on running a successful employee suggestion
program. We’ll also examine how the world’s innovation leaders seek out employee ideas, and look at some of the
major mistakes to avoid with suggestion programs.

What is an employee suggestion program?

An employee suggestion program is any system or process encouraging employees to submit helpful ideas for new
products, identify potential improvements to the workplace, or call attention to any problems or difficulties they may
be experiencing.

In the past, businesses have used simple tools like suggestion boxes or public notice boards to encourage their
employees to pass on their ideas for business improvements.

Now, there are even better ways to encourage employees to make valuable suggestions. These include using
anonymous suggestion forms, dedicated online processes, or even engaging via social media.

In industries around the world, businesses are creating employee suggestion programs using the following
techniques:

• Improvement inboxes: Having an email portal gives employees the chance to submit their ideas and
concerns either anonymously or by naming themselves.
• Innovation competitions: To encourage the sharing of ideas, companies can host regular innovation
competitions, with public recognition and rewards for the best ideas.
• Human resources: Many companies incorporate employee suggestions into processes such as annual
performance reviews, encouraging people to share any ideas they may have for how to boost
company performance.
• Monthly leader boards: Competition is always a great motivator, and monthly ideas leaderboards are a great
way to get people thinking and contributing their best ideas.
• Cash awards (or gift cards): Offering awards is another great technique to get people interested in
contributing great ideas for workplace improvements. These don’t have to be huge - even a modest
prize is enough to get people talking and thinking.

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 • Staff meetings: A lot of businesses take the opportunity to ask employees for their ideas at staff meetings,
creating the opportunity for public discussion.

Staff meetings are a great chance to encourage employee suggestions. Source: Unsplash

Whichever technique you decide to use, employee suggestion programs offer some excellent benefits for your
company.

What are the benefits of an employee suggestion program?

Employee suggestion programs offer a way to gather new ideas, boost business performance, and commit to
continuous improvement. The right program also helps employees to feel more engaged, empowered, and motivated
to do their best work.

For new and emerging businesses, employee suggestion programs are a great way to increase performance -
especially in your first year, when you’re still establishing systems and processes.

Here are some of the most significant benefits of employee suggestion programs.

Increased employee engagement

It’s human nature to want to be listened to. Knowing that management is interested in what employees have to say
is a simple and effective way to boost engagement and motivation, and lets people feel like they have more control
over their working environment.

This way, employee suggestion programs are more than just a conduit for management to access valuable and
transformative ideas - they are also a key technique for boosting workplace morale and productivity.

Efficient systems
As the people with the deepest hands-on experience of how your systems and processes work in practice, your
employees will naturally have some great ideas on how to find new improvements and efficiencies.

For example, let’s say you’re a car manufacturer looking to boost the efficiency on your production line. Who do
you talk to first?

Your supervisors and managers might have some great ideas, but the ones with the most valuable knowledge
are those working on the assembly line. Seeking their input is a great way to boost your efficiency and get
products out the door a lot faster.

Continuous improvement
Every market leader knows that improvements to processes aren’t just a one-off thing. Excellence in business is a
question of continuous improvement, and workers at every level need to be on the lookout for better ways of doing
things.

Employee suggestion programs are a core part of continuous improvement. Creating a way for people to share their
valuable ideas and suggestions helps to embed this mindset in every layer of your business.

Cost savings and increased revenue

The best employee ideas don’t just improve efficiency - they can also lead to lower costs, too. Even the most
modest improvements to business processes can make all the difference to a business’s competitive edge.

As the long list of real-world examples show, even a simple employee idea can lead to huge benefits for the
business as a whole, helping to cut costs and boost revenue.

One great example here is British Airways, where a suggestion from a single employee about descaling bathroom
piping has helped save the company over $750,000 in fuel costs each year.

Greater connection between management and staff

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If you’re in management, it can be easy to forget what it’s like to work at the coal face. Having a suggestion
program helps to communicate the employee experience directly to managers, giving them a more accurate sense of
working conditions.

This communication helps to build a greater level of understanding and connection between management and staff,
and contributes to greater morale and higher productivity. It also makes managers aware of any problems nice and
early, meaning solutions can be found quickly.

Higher levels of customer satisfaction

Finally, employee suggestion programs aren’t just useful for management and staff - they also contribute to a more
positive experience for the customer.

That’s because systems and processes are smoother as a result of employee input, leading to faster and more
responsive customer service. For example, if you’re running a coffee shop and one of your baristas suggests a way to
serve people faster, your patrons will benefit too.

Is an employee suggestion program right for your business?

Having an employee suggestion program gives your people the chance to contribute their best ideas for
improvements to the workplace. When done well, it can make all the difference to a positive and open working
environment.

Before you commit to a formal employee suggestion program, however, there are some factors you’ll need to
consider:

• Transparency: For a suggestion program to work well, you need to commit to a degree of
transparency between workers and management.
• Management burden: The best employee suggestion programs require close management, including the time
and resources needed to follow-up on great ideas.
• Hard truths: Suggestion programs can lead to the discovery of some amazing ideas, but they can also lift the
lid on some unpleasant things, too. If you’re managing a suggestion program, you need to be ready for
anything.
As noted in Forbes, some businesses can access great ideas from employees without having a formal
employee suggestion program in place. If you have a sufficiently open and trusting relationship with your staff,
you may not need a formal program to encourage ideas.

The big mistakes to avoid with employee suggestion programs

If you decide to commit to a formal employee suggestion program, there are some key mistakes you’ll need to avoid.

Insufficient commitment from leadership

Suggestion programs work best when leadership is supportive and excited about the idea. If company management
isn’t on board, it won’t work.

As a first step, you need to get company leadership and management committed to the program. People need to
recognize the potential upsides to having a suggestion program, and need to understand the potential it has to
benefit every part of the business.

With the right commitment from company leadership, your suggestion program will be off to a running start.

Lack of transparency
Employee suggestion programs are an excellent way to boost transparency and encourage greater participation in the
running of the business. To truly work well, however, these programs require a degree of transparency on what
happens once a suggestion is received.

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If suggestions simply disappear into a black box, employees will get frustrated, and will wonder why they
bothered putting in the time and effort. Instead, you need to keep a public record of the suggestions people are
making, and the response to these suggestions.

This can feel like too much exposure, but trust us - being clear and transparent about the suggestions and your
response to them will build a lot of faith in the system.

Poorly defined processes

If you’re going to commit to having an employee suggestion program, don’t do it in a haphazard way. Instead,
develop a formal plan with standardized rules and expectations, and show this to your employees.

This is a great way to ensure consistency in the process and get buy-in from your people. With clarity and
transparency, the suggestions will start rolling in.

Slow response
One of the most common complaints with employee suggestion programs comes down to a sluggish response from
management. Far too often, employee suggestions are ignored in favor of more immediate concerns. In the worst
cases, management simply forgets about them.

This doesn’t just lead to missed opportunities for improvements - it is also terrible for workplace morale, with
employees feeling like they’re being ignored completely.

If you’re going to commit, make sure you put aside the time and resources to respond to suggestions promptly.
Having a slow and unresponsive suggestion system is worse than having no system, so make sure you set yourself up
to succeed.

Poor communication
A successful employee suggestion programme requires clear and consistent communication from company
leadership. People at every layer of the company need to understand how the system works, or else they won’t be
interested in participating.

If the purpose and operation of the program isn’t clearly communicated to the whole business, your employees
won’t know how to offer their best ideas. So, take the time to explain the program in clear and enthusiastic detail,
and be ready to answer questions.

7 tips for running a great employee suggestion program

Getting employee suggestion programs right can a lot of take time and effort. If you’re looking at a blank sheet
of paper and wondering where to begin, the exercise can be a little intimidating!

Fortunately for you, we’ve outlined our seven top tips for how to run a great suggestion program. From offering
incentives to suggesters to having a team in place to review company responses, we’ve got everything you need to get
it right.

#1) Offer guidance to help your employees provide their best ideas
As with crowdsourcing, co-creation, and open innovation, employee suggestion programs get their best results when
participants have access to crisp, clear guidance and instructions.

Your suggestion program guidance should answer the following questions:

• How should employees submit their suggestions? In what format?

• Can employees submit ideas anonymously?
• What level of detail is required?
• What happens once an idea is submitted?
• How long should an employee wait for a response to a suggestion?
• What kind of incentives are there to encourage great ideas?

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It might seem like overkill to lay things out in such detail, but trust us - writing clear and comprehensive guidance
will also help you figure out what you want from the process, too.

#2) Provide an incentive for suggesters

When designing a suggestion program, it pays to remember one key thing: your employees are already busy
people. Offering their ideas for workplace improvements and opportunities shouldn’t just be one other thing they
have to deal with in their packed days.

A great way to incentivize people to take the time to contribute their best ideas is to create an incentive for
suggesters. This could take the form of a small cash prize, or even a share of the profits resulting from a new
product.

Professional recognition is a great incentive for people to contribute ideas. Source: Unsplash

Alternatively, you can offer a non-monetary incentive, like public recognition or professional awards. The key thing
is to make people feel valued for their contributions.

#3) Match the process to your workplace culture

When it comes to employee suggestion programs, there’s no one-size-fits-all. What works well for one company won’t
necessarily be a good fit for the next.

That’s why you need to take the time to design a program that matches your workplace culture, including your
preferred model of teamwork, the demands of your particular industry, and the interpersonal dynamics within your
workplace.

For example, let’s say you’re a software company with an established history of fun and productive office
getaways. In this case, you could dedicate some time during these getaways to receiving and discussing employee
suggestions for workplace improvements.

Alternatively, if you’re a company with more of a focus on individual projects, this kind of communal discussion
might not be so suitable. In this case, an anonymous suggestion portal would be more appropriate.

The goal is to design a suggestion program that suits the communication and teamwork preferences of your
particular business.

#4) Commit to responding within a set time period

The best way to avoid a stagnant suggestion program is to set a target response time for each suggestion submitted.

For example, if you tracked the time it took to go from suggestion to decision to implementation, and posted
these figures on a monthly or quarterly basis, this would create a lot of public accountability, and would boost
faith in the program.

Show your people how serious you are about continuous performance, and set a target time for company
responses to employee suggestions. It’ll create a lot more interest in the program.

#5) Set up a review team to manage responses

Responding to employee suggestions shouldn’t be the sole responsibility of some poor soul in management. That’s
not only inefficient - it’s also unfair to the submitters.

Instead, you need a team representing a cross-section of the business to decide whether to implement a
particular suggestion.

This helps to ensure the right information and expertise is brought into play when responding to a suggestion, and
makes it more likely that a particular suggestion will succeed. After all, continuous improvement is a team sport -
one person can’t just go it alone.

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#6) Evaluate the process
As with every other part of the business, an employee suggestion program can always be improved upon. Once you’ve
got your program up and running, remember to set a time to look back and evaluate how it’s going, and where you
could make improvements.

This evaluation should examine the average response time, the clarity and frequency of communication concerning
the results of suggestions made, and the number of suggestions received on a monthly basis.

Looking honestly at these questions will help you to improve the suggestion program over time.

#7) Don’t forget to promote the program

Lastly, don’t forget to promote the suggestion program. You’ve taken the time to design a bespoke process that
matches the particular demands of your workplace - don’t let it fail just because nobody knows about it!

Instead, be sure to communicate the suggestion program to all employees on a regular basis. Where you have specific
incentives available, let people know about these.

Above all else, make sure everyone knows about the improvements made as a result of the suggestion program.
Celebrating these improvements is the best promotion there is.

Employee suggestion programs: some real-world examples

When thinking about how to get up a great employee suggestion program, there’s nothing more useful than
looking at how some of the world’s market leaders are doing it.

Your employees have the answers - all you need to do is ask

In every industry, in every part of the world, the beating heart of business comes down to one thing: employees
with great expertise and ideas.

Rather than just relying on your employees to produce great work on a daily basis, you should also be asking them
for their suggestions on how to improve things in the workplace.

Whether you’re talking about ways to speed up production, increase the efficiency of your systems, or expand your
operation into new markets, chances are your employees have got some great suggestions to offer.

All you have to do to get access to these great ideas is know how to ask.

So, take a look at our seven tips for running a successful employee suggestion program, our most common mistakes to
avoid, and our collection of real-world examples.

Then, think about how you could encourage your staff to submit their best ideas for workplace improvements.

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 SELF – CHECK 5.1.1
Roles of individuals in suggesting and making improvements

1. What are the benefits of an employee suggestion program?

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 ANSWER KEY 5.1.1
Roles of individuals in suggesting and making improvements

1. Increased employee engagement

2. Efficient systems
3. Continuous improvement
4. Cost savings and increased revenue
5. Greater connection between management and staff
6. Higher levels of customer satisfaction

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 Information sheet no. 5.1.2 Positive impacts and challenges in innovation

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• improve and solve problem
• Improve competitiveness

What is innovation and why is it so important?

By definition, when you innovate you create something new. Without innovation there is therefore no learning, no
progress and nothing ever changes. When you translate this into a business, over time that business will stagnate, lose
its competitive edge and eventually fail. This then has a negative impact on the local economy and on society.

Innovation is at the heart of modern life. Although undesirable consequences can and do arise, the changes that
innovation brings are largely very positive.

Use innovation to start or grow your business

Advantages of innovation
Innovation can deliver significant benefits. It is one of the critical skills for achieving success in any business. It can help
you solve problems, generate profit, increase your market share and edge out competitors.

Business leaders are focusing on factors that can help them sustain and stay relevant in the current business
milieu that is riddled with uncertainties and complexity. Moreover, deal with the side effects of the COVID-19
pandemic. In addition, established business models are under attack, and to stay ahead in the disruptive age, it is
imperative to create operating models that incite innovation and productivity.
This article will assess the growing importance of innovation in business. Furthermore, discuss the characteristics
and benefits of innovation in business and more. But, before that, let’s understand the meaning of innovation.

What Is Innovation, And What Are The Main Characteristics Of Innovation?

Innovation refers to introducing novelty in a product, service, strategy, or business model. Moreover, innovation
also increases the usability and durability of the entity above. Sometimes, it is an idea, and sometimes, it is a
concept that helps stay ahead of the competition and induces creativity and efficiency in businesses.

Modern leaders have understood the advantages of innovation in business for increment and growth in the current
business environment. As a result, it is believed that there is great demand for managers and executives with a
penchant for business innovation. Below, we will discuss the main characteristics of business innovation; check
out:

• Different types of innovations, namely sustaining and disruptive, directly affect the company’s product or
process. While sustaining innovation enhances the processes of the business in the long-run, disruptive
innovation is when smaller companies challenge the bigger corporations.

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 • Innovation plays a key role in introducing novelty to existing product lines or processes, leading to
increased market share, revenue, and customer satisfaction.
• Sometimes innovation is used to upgrade the operating systems of the business or to introduce modern
technologies for automation. It is believed that the amalgamation of innovation and automation can help
companies witness innumerable growth.

In the succeeding part of the article, we will delve deep into understanding business innovation. Starting with the
benefits of innovation in business, followed by understanding the importance of innovation in business.

Innovation puts your business ahead of the game

As mentioned, innovation is crucial to stay competitive and gaining market share. It means your business can
anticipate market changes more effectively and quickly take advantage of key opportunities. It also helps you stand
out in the crowd.

The appetite for innovation is also stronger among companies that keep their finger on the pulse. Who continuously
analyse market trends, listen to their customers, staff and suppliers and who always keep one eye on their
competitors. These companies also tend to look at what’s happening overseas in their industry, gaining fresh ideas
from what leading companies are doing abroad.

A lack of innovation makes change difficult

When there’s little drive to innovate, change can become an uphill struggle. By willingly embracing a new direction -
potentially at short notice - the business is then better able to respond to rapid market changes, giving rise to a
brand new business opportunity. By taking a flexible approach to project management and development, you can
encourage innovation that reflects the market, instead of rigidly carrying on.

You miss the chance to build a company culture where innovation is second nature
Developing a brand new product or service will always bring challenges and even the best laid plans can go awry.
Managers and team leaders won’t always have all the answers, and the very best solutions occur when teams are
free to work through these challenges together. Teams that feels suffocated in their creativity, or who aren’t
encouraged to experiment, won’t be inspired to innovate. When the company puts its faith on their project teams to
deliver, a new culture that embraces creativity and innovation will start to form.

The business may become sluggish

This is particularly the case with much larger, long-standing organisations which can often be less dynamic in their
pace of change. Sluggish processes where decisions aren’t made swiftly are not conducive to effective innovation.
They also tend to bring about communication issues and a wariness of new technologies. Smaller businesses and start-
ups suffer with this sluggishness much less, which tends to boost the efficiency and quality of their innovation
projects.

The fact is that smaller businesses tend to be more agile simply because they have fewer staff and less complex
processes. They don’t have long-established (often cumbersome) hierarchies and there’s far less bureaucracy too.
Opportunities for collaboration come about when all the employees know each other, and there’s less aversion to
change, and risk.

You lose track of what your customers actually want

Innovation is great, as long as whatever it is you’re creating is actually what your customers want and need. New
products and services often fail because although they look amazing but don’t actually serve the right purpose. For
an innovative project to be a success, it’s essential to gain customer feedback at every stage along the way.
Innovation is also a great opportunity to find out where other areas of the company are in fact hitting the spot, and
where improvements could be made.

There’s a fear of failure

Imagine your company has come up with a brand new product or service that meets a range of customer demands.
You’ve ploughed a substantial amount of money into it and devised a killer sales and marketing strategy. But in the
months afterwards it turns out that the innovation wasn’t all it was cracked up to be. A product suffers failures with

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several parts or a service doesn’t turned out as you planned. Now is the time to consider what this disappointing
turn will do for future breakthroughs. Employees may be more scared to fail in future, therefore shying away from
risks and losing confidence to try anything new. This will stifle creativity, so make sure your team knows they
should pick things up and try again. Sure, failure can be expensive – but it’s also where innovation thrives.

You miss the chance to make efficiencies, save waste and reduce costs
Innovation can mean you don’t have to spent time fire-fighting, instead allowing you to reduce waste and focus on
longer term goals. Many of our clients have achieved operational efficiencies by wasting less material, cutting
machinery down time and eliminating production bottlenecks.

Finding new ways to slash wasted time and resource is top of the agenda for every company, especially in these
difficult times. Not only will this save money but can also increase competitiveness and improve customer relations.

Advantages of innovation in business

Some of the key practical benefits of innovation are:

• improved productivity
• reduced costs
• increased competitiveness
• improved brand recognition and value
• new partnerships and relationships
• increased turnover and improved profitability

Innovation enables problem-solving and provides creative insight that allows you to look at things from a different
perspective, regardless of whether you are developing a new product, refreshing strategy or finding an original way
to stay ahead of the competition.

How you approach innovation will depend on your business. Typically, it can be an enhancement to your existing
product or service, an expansion to your business or a complete change of direction - see common approaches to
innovation.

How Does Innovation Help To Achieve Business Success?

Here are some ways in which innovation will help in achieving success in businesses:

• It helps organizations differentiate themselves from the rest by implementing different innovative
marketing, production, and sales strategies.
• It helps companies fight uncertainties and stay relevant in times of adversities.
• It helps organizations grow in complex situations such as the COVID-19 pandemic.

Now that you have understood the advantages of innovation, it is imperative to understand how Emeritus India
helps leaders and managers learn innovation through a one-of-its-kind learning curriculum.

Risks of not innovating

Doing something new, untested or unproven may seem risky. However, the biggest risk of all for a modern
business may in fact be not innovating.

Reluctance or inability to improve your products or services may leave your business unable to compete, diversify
or simply operate. Businesses that fail to innovate run the risk of:

• losing market share to competitors

• falling productivity and efficiency
• losing key staff
• reduced margins and profit
• going out of business
Innovation can be precarious but the potential benefits can be vital to the continuing success of your business.
Read more on the risks and rewards of innovation
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 SELF – CHECK 5.1.2
Positive impacts and challenges in innovation

1. What is innovation and why is it so important?

2. What Are The Benefits Of Innovation In Business?

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 ANSWER KEY 5.1.2
Positive impacts and challenges in innovation

1. Without innovation there is therefore no learning, no progress and nothing ever changes. When
you translate this into a business, over time that business will stagnate, lose its competitive edge
and eventually fail. This then has a negative impact on the local economy and on society.
2. Solves complex business
problems Increases productivity
Brings uniqueness and novelty to business process
Gives a competitive advantage

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 Information sheet no. 5.1.3 Types of changes and responsibility

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Learn the importance and responsibilities of changes in the company

COMMON TYPES OF ORGANIZATIONAL CHANGE & HOW TO MANAGE THEM

Organizational change is the action a business takes to change any of its underlying components, such as processes,
culture, people, product, infrastructure, or technology. When an organizational change initiative is decided on and
announced, the responsibility to implement it is generally placed on managers.

While implementing a change initiative can be challenging, especially for those who have never led such an
effort, it provides managers the opportunity to demonstrate their abilities. It also offers a path for companies to
become and remain competitive in a rapidly evolving global economy where evolution is essential for success.

As one study by Gartner demonstrates, just 34 percent of all change initiatives pursued by businesses end in clear
success, and a further 16 percent yield mixed results. This equates to 50 percent of all change initiatives failing.

Why do change initiatives fail? There are several reasons, including:

• Poor employee buy-in
• A lack of clear vision
• Inadequate understanding among managers
When a professional who has never managed a change initiative is suddenly thrust into the challenge, the results can
be catastrophic if they don’t take the time to shore up their skills.

Here’s an overview of the different types of organizational change every manager needs to understand to be
effective and lead their teams to success.

THE ORGANIZATIONAL CHANGE SPECTRUM

While organizational change is often discussed as a single concept, there are multiple types. Depending on the specific
change methodology, there can be anywhere from five to 12 distinct types of organizational change.

One of the most effective ways of thinking about organizational change is to view it as a spectrum that measures
the magnitude of change a business is undertaking. On one end of the spectrum is adaptive change; on the other is
transformational change.

Adaptive Change
Adaptive changes are small, incremental adjustments that organizations and managers make to adapt to daily, weekly,
and monthly business challenges. These changes are often related to fine-tuning existing processes, products, and
company culture, and don’t fundamentally change the organization as a whole, as is typically the case with
transformational changes.

Some examples of adaptive changes include:

• Adding a new payment option for customers who complete an order online
• Implementing a new intake form for clients or vendors
• Adding a new page to an existing website
• Iterating upon an existing product to address customer complaints or better serve customer needs
• Testing a new product to address changing customer demands, without retiring existing products
or otherwise changing the existing brand structure
• Upgrading software or equipment from one version to another, without seeing significant changes
in functionality
• Hiring a new employee to fill a position that’s opened due to the departure of someone else

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To effectively manage adaptive changes, managers need to drive and control the process of change.

First, they need to see the big picture and understand why small adaptations are necessary for the organization's
long- term success. Then, they need to convince their employees and key stakeholders that what may seem like a
small change will benefit the organization as a whole, to gain the buy-in necessary for success. Finally, managers need
to be methodical in the way they plan, implement, and review the steps of adaptive change to ensure the change
was
effective, sustainable, and valuable. If it wasn’t, they need to adjust accordingly.

Transformational Change
Transformational change, on the other end of the spectrum, refers to changes that are typically much grander in
scope than incremental, adaptive changes. Very often, transformational change refers to a dramatic evolution of
some basic structure of the business itself—its strategy, culture, organization, physical structure, supply chain, or
processes.

Whereas adaptive change happens incrementally over time, transformational change is often sudden and dramatic.
Though not always the case, transformational change is often pursued to address a major concern or challenge
the business is facing.

Some examples of transformational change include:

• Converting an existing brick-and-mortar business into an e-commerce or omnichannel business
• Rethinking the client or vendor onboarding process
• Redesigning a company’s website and rebuilding it from scratch
• Retiring an existing product to divert funds and resources to the development of a new product
• Converting from one major software to another in order to embrace new capabilities
• Launching a new department, or rethinking company structure by reforming teams

The need for transformational change is often triggered by a major external factor, such as a new competitor or
acquisition. While adaptive changes require managers to be methodical and analytical, transformational changes need
them to be persuaders and visionaries. When faced with such a drastic change, the manager’s primary responsibility is
to lead employees to believe in the change, align them to the new vision, and motivate them for success.

The In-Between
The vast majority of change is unlikely to fall into the transformational or adaptive buckets. The key value of
thinking about organizational change as a spectrum is it allows you to think about everything that falls in between
transformational and adaptive change.

For example: As a business grows, it's likely to experience some changes that are predictable and incremental, as well
as transformative. An example is the transition from informal to formal management, which every startup must
undertake on its way to becoming a mature business. While the company’s strategy might not change, a lot of
effort will be required to manage the transition effectively.

Managers must then balance being both methodical and visionary. While the transition isn’t as drastic as a
transformational change, employees may still be wary of such a shift in strategy or standard operating procedures.
After motivating employees to align with the new direction, changes need to be implemented in a measurable and
adjustable process.

HOW TO BUILD THE SKILLS TO MANAGE ORGANIZATIONAL CHANGE

To effectively manage organizational change, managers need several skills. While experience and on-the-job training
can be powerful teachers, they’re often not enough—particularly for individuals who find themselves suddenly
thrust into a managerial role with such a difficult task ahead of them.

One effective way to quickly learn the skills necessary for success is to invest in a management training course. Doing
so can help you learn the basics of organizational change management and equip you to lead such an
undertaking.

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If you decide that a management training program is the right choice for you, look for one that:

• Complements your strengths and bolsters your weaknesses

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 • Employs faculty members and instructors with management experience
• Offers flexible learning options, such as online classes, to fit your busy schedule
• Has a focus on, or at least includes modules for, organizational change

With the right knowledge, skills, and experience, you can be capable of managing organizational change of any type.

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 SELF – CHECK 5.1.3
Types of changes and responsibility

DEFINE THE FOLLOWING:

1. Transformational Change
2. Adaptive Change
3. The In-Between

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 ANSWER KEY 5.1.3
Types of changes and responsibility

1. Adaptive changes are small, incremental adjustments that organizations and managers make
to adapt to daily, weekly, and monthly business challenges. These changes are often related to
fine- tuning existing processes, products, and company culture, and don’t fundamentally
change the organization as a whole, as is typically the case with transformational changes.
2. Transformational change, on the other end of the spectrum, refers to changes that are
typically much grander in scope than incremental, adaptive changes. Very often,
transformational change refers to a dramatic evolution of some basic structure of the business
itself—its strategy, culture, organization, physical structure, supply chain, or processes.
3. The vast majority of change is unlikely to fall into the transformational or adaptive buckets. The
key value of thinking about organizational change as a spectrum is it allows you to think about
everything that falls in between transformational and adaptive change.

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 Information sheet no. 5.1.4 Seven habits of highly effective people

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Learn the importance and responsibilities of changes in the company

The 7 Habits of Highly Effective People, written by Stephen Covey, was published in 1989. Covey’s best-known book
has sold over 25 million copies and inspired everyone from management to independent thinkers to entrepreneurs.

The overarching theme of the book is that real change starts within oneself, and that in order to move forward we
must take care of ourselves, and continue to learn, improve and grow.

So, what exactly are the 7 Habits of Highly Effective People?

Habit 1- Be Proactive: What Covey means is “exercising your power of choice between the stimulus you receive from
the world and your response”. In short, we are in control of your reaction to circumstances. Focus on things that
are in our control, and we’ll be capable of improving abilities and skills, which in turn will expand our area of
control.

Habit 2 – Begin with the End in Mind: Covey says, “If you are not clear about the mental creation of where you want
to be you are at mercy of randomness and circumstances.” To avoid the randomness, we need to have a clear
vision of where we want to be when the goal has been achieved, and then create a roadmap that aligns with our
principles to achieve that goal.

Habit 3 – Put First Things First: There are always going to be multiple tasks appearing at once. Covey introduced
the time quadrant, which shows us how we can segment the tasks and focus on the most important (and generally
most stressful) tasks first:

Habit 4 – Think Win/Win: To achieve a winning attitude, we must first acquire three essential character traits:
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 • Integrity (know who you are and what you value, and remaining firm in those beliefs)
• Maturity (the ability to express your beliefs with a balance of courage and consideration)
• Abundance mentality (believing there is plenty for everyone)

Habit 5 – Seek First to Understand, Then to Be Understood: Covey says communication is the most important of the
life skills. And while we may master the art of communication, we often fail to listen. According to Covey, there are
four levels of listening:
• Ignoring
• Pretending to listen
• Attentive listening
• Empathic listening
The goal is to achieve all steps, but too often we stop at #2. To become an attentive listener, we should take these
steps:
• Evaluating: judge and then agree or disagree
• Probing: ask question from own frame of reference
• Advising: advising based on own frame of reference
• Interpreting: interpreting his action and feelings based on own frame of reference
Once we fully engage in attentive listening, empathic is to be sure the person talking understands we have heard and
understand. This doesn’t mean agreeing, it means considering their thoughts and relaying that we hear and
understand their point of view.

Habit 6- Synergize: Covey explains synergy as “better than my way or your way. It’s our way.” To synergize we are
employing creative cooperation, with the understanding that through teamwork we can find new solutions to
old problems.

Habit 7 – Sharpen the Saw: In order to see a change in habits, this last one involves taking care of oneself. We must
keep a balance of these four key dimensions:
• Physical
• Spiritual
• Mental
Social/Emotional
Covey added one more habit, in his 2004 follow-up book, The 8th Habit, From Effectiveness to Greatness. In this
addendum he reinforces the ideology that “interdependence is a higher value than independence”. We can set
ourselves and others for success by cultivating the habit of “finding your voice and inspiring others to find theirs.”

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 SELF – CHECK 5.1.4
Seven habits of highly effective people

I. MATCHING TYPE
Directions: Match the meaning and functions in Column A with the terms in Column B. Write only the letter of
your answer.

Column A Column B
1. Habit 1- Be Proactive: a. To avoid the randomness, we need to have a clear vision of
where we want to be when the goal has been achieved,
and then create a roadmap that aligns with our principles to
achieve that goal.
2. Habit 2 – Begin with the End b. In order to see a change in habits, this last one involves
in Mind: taking care of oneself. We must keep a balance of these four
key dimensions:
3. Habit 3 – Put First Things First: c. we are in control of your reaction to circumstances. Focus
on things that are in our control, and we’ll be capable of
improving abilities and skills, which in turn will expand our
area of control
4. Habit 4 – Think Win/Win d. Covey explains synergy as “better than my way or your way.
It’s our way.” To synergize we are employing creative
cooperation, with the understanding that through teamwork
we can find new solutions to old problems..
5. Habit 5 – Seek First to e. There are always going to be multiple tasks appearing at
Understand, Then to Be once. Covey introduced the time quadrant, which shows us
Understood how we can segment the tasks and focus on the most
important (and generally most stressful) tasks first
6. Habit 6- Synergize f. Covey says communication is the most important of the life
skills. And while we may master the art of communication,
we often fail to listen.

7. Habit 7 – Sharpen the Saw g. To achieve a winning attitude, we must first acquire three
essential character traits

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 ANSWER KEY 5.1.4
Seven habits of highly effective people

1. c
2. a
3. e
4. g
5. f
6. d
7. b

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 Information sheet no. 5.1.5 Basic research skills.

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Find information and use it effectively
• Build strategy to gather facts and reach to a conclusion so that you can answer a question
• Learn Research strategies

Introduction to research skills

Research skills allow you to find information and use it effectively. It includes creating a strategy to gather facts and
reach conclusions so that you can answer a question.

In a nutshell, research skills help us find answers to questions.

Research skills are the ability to search for, find, collect, analyse, interpret and evaluate information that is relevant
to the subject being studied.

Research shapes the future, it teaches us new things and helps us adapt and evolve. Without research, we wouldn't
have cars, smartphones or the internet (or this website for that matter!)

Everyone is a researcher, we all research, even if we don't know it.

The internet is a huge part of our lives. Using search engines (like Google) is a way of researching. Whether you're
finding cheap flights or a top restaurant, it's all research!

Why are research skills important?

Employers love research skills. Research is an important part of business because it helps companies:
• Report writing
• Keep an eye on their competitors
• Develop new products
• Identify what customers want
• Get better at what they do
• Keep up with changing technologies
Research skills show companies you're able to suggest new ideas and help the business adapt to the ever changing
world we live in.

Research saves money

Launching a new product is expensive. Research helps companies find out if anyone will buy it.

Launching a product without research is risky. There might not be a demand for it. The money spent on
launch, marketing and production could've been saved if the company did some research.

How can you gain research skills?

You can research using tools and methods like:
• The internet
• Books
• Interviews
• Surveys
• Journal
• Experiments
• Articles
• Studies

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How can you demonstrate your research skills?
As a graduate, it’s likely you've done a lot of researching! For example during:

• Your dissertation
• Assignments
• Group projects
• Experiments

In interviews
Talk about what you researched, how you did it and what you found. Explaining research you've done as part of a
group will also demonstrate your teamwork skills #2birds1stone.

Using the S.M.A.R.T framework is helpful way to structure your answer. You can read more about S.M.A.R.T in our
planning and organising guide.

Show what you know

Demonstrate your research skills by sharing what you know about the industry or company you want to work for.
The more you know, the more likely you are to impress.

Add your research skills to your CV

Especially if you're applying for a job that requires research skills.

In many cases, your CV is your chance to make a first impression. Your CV will help employers check you've got the
right skills. If they can see you've got them, it's likely you'll get to the next stage.

Examples of research skills

Here's a list of some research skills for your CV:

• Report writing
• Data collection
• Analysis of information from different sources
• Finding information off the internet
• Critical thinking
• Planning and scheduling
• Interviewing
• Critical analysis
Which careers require research skills?
Research plays a key role in several industries. For example:

• Report writing
• Marketing
• Science
• History
• Consumer goods
• Food

Top tips
Starting your research

• Think about your topic – don’t be too vague or too specific (try mind mapping or keyword searching).
• Read broadly around your subject (don’t just use Google and Wikipedia). Think about a research question
that is clearly structured and builds on literature already produced.
• Find information using the subject databases. View the Database Orientation Program to learn about
databases and using search strategies to refine your search and limit results. View our library tutorial
on planning your literature search and look at our library subject guides for resources on your specific
topic.
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 • Another good starting point for finding information is our library catalogue Library Search which allows you
to search across the library's electronic resources as well as major subject databases and indexes.
• Carry out a literature review. You may want to include journals, books, websites, grey literature or data
and statistics for example. See the list of sources below for more information. Keep a record and
organise your references and sources. If you are intending to carry out a systematic review then take a
look at the systematic review page on our Research Support library guide.
• Evaluate your resources – use the CRAAP test (Currency, Relevancy, Authority, Accuracy, Purpose - watch
the video, top right).
• Reach considered conclusions and make recommendations where necessary.

Why do I need research skills?

• they enable you to locate appropriate information and evaluate it for quality and relevance
• they allow you to make good use of information to resolve a problem
• they give you the ability to synthesize and communicate your ideas in written and spoken formats
• they foster critical thinking
• they are highly transferable and can be adapted to many settings including the workplace

You can access more in depth information on areas such as primary research, literature reviews, research methods,
and managing data, from the drop down headings under Research Skills on the Academic Skills home page. The
related resources in the right-hand column of this page also contain useful supporting information.

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 SELF – CHECK 5.1.5
Basic research skills

1. What are research skills?

2. Why are research skills important?
3. What tools and methods do you need to gain research skills?

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 ANSWER KEY 5.1.5
Basic research skills

1. In a nutshell, research skills help us find answers to questions. Research skills are the ability
to search for, find, collect, analyze, interpret and evaluate information that is relevant to
the subject being studied.
Research shapes the future, it teaches us new things and helps us adapt and evolve.
Without research, we wouldn't have cars, smartphones or the internet (or this website for
that matter!)
2. Employers love research skills. Research is an important part of business because it helps
companies:
• Report writing
• Keep an eye on their competitors
• Develop new products
• Identify what customers want
• Get better at what they do
• Keep up with changing technologies
3.
• The internet
• Books
• Interviews
• Surveys
• Journal
• Experiments
• Articles
• Studies

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 MODULES OF INSTRUCTION
ELECTRICAL INSTALLATION AND MAINTENANCE NC II
QUALIFICATION

UNIT OF COMPETENCY PRESENT RELEVANT INFORMATION

MODULE TITLE PRESENTING RELEVANT INFORMATION

This module of covers the knowledge, skills and

MODULE DESCRIPTOR Attitudes required to present data/information appropriately

NOMINAL DURATION 8HOURS

LEARNING OUTCOMES

At the end of this module you must be able to:

1. Gather data/ information

2. Assess gathered data/ information
3. Record and present information

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 LEARNING OUTCOME SUMMARY

UNIT OF COMPETENCY 6 PRESENT RELEVANT INFORMATION

LEARNING OUTCOME
1. Gather data/ information
2. Assess gathered data/ information
3. Record and present information
CONDITION:
• Evidence of competent performance should be obtained by observing an individual in
an information management role within the workplace or operational or simulated
environment

METHODOLOGY:
• Group discussion
• Interaction
• Reportorial
ASSESSMENT METHOD:
• Written Test
• Interview
• Portfolio

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 LEARNING EXPERIENCES

LEARNING OUTCOME NO.1: GATHER DATA/ INFORMATION

LEARNING OUTCOME NO.2: ASSESS GATHERED DATA/ INFORMATION
LEARNING OUTCOME NO.3: RECORD AND PRESENT INFORMATION
Learning Activity/Guide Special Instruction
• Read Information Sheet 6.1.1 Organizational protocols • Perform all activities required.
• Answer Self-Check 6.1.1 Organizational • You must get a rating of 80 to 100%. If
protocols you get below 80% rating, go over the
same activities.
• Compare Answers to AnswerKey
• If you get the required rating,
• Perform Task Sheet. No.6.1.1 on
proceed to the next activities.
Organizational protocols

• Read Information Sheet 6.1.2 on Confidentiality • Perform all activities required.

• Answer Self-Check 6.1.2 on Confidentiality • You must get a rating of 80 to 100%. If
you get below 80% rating,go over the
• Compare Answers to AnswerKey same activities.
• Perform Task Sheet. No.6.1.2 on • If you get the required rating,
Confidentiality proceed to the next
activities.

• Read Information Sheet 6.1.3 onAccuracy • Perform all activities required.

• Answer Self-Check 6.1.3 on Accuracy • You must get a rating of 80 to 100%. If
• Compare Answers to AnswerKey you get below 80% rating,go over the
same activities.
• Perform Task Sheet. No.6.1.3 on Accuracy
• If you get the required rating,
proceed to the next
activities.

• Read Information Sheet 6.1.4 on Business • Perform all activities required.

mathematics and statistics • You must get a rating of 80 to 100%. If
• Answer Self-Check 6.1.4 on Business mathematics you get below 80% rating,go over the
and statistics same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next
• Perform Task Sheet. No.6.1.4 on
activities.
Business mathematics and statistics

• Read Information Sheet 6.1.5 on Data analysis • Perform all activities required.
techniques/procedures • You must get a rating of 80 to 100%. If
• Answer Self-Check 6.1.5 on Data analysis you get below 80% rating,go over the
techniques/procedures same activities.
• Compare Answers to AnswerKey • If you get the required rating,
Perform Task Sheet. No.6.1.5 on Data analysis proceed to the next
techniques/procedures activities.

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• Read Information Sheet 6.1.6 on • Perform all activities required.
Reporting requirements to a range of • You must get a rating of 80 to 100%. If
audiences you get below 80% rating,go over the
• Answer Self-Check Sheet 6.1.6 on Reporting same activities.
requirements to a range of audiences • If you get the required rating,
• Compare Answers to AnswerKey proceed to the next
activities.
• Perform Task Sheet. No. Sheet 6.1.6 on
Reporting requirements to a range of
audiences
• Read Information Sheet 6.1.7 on Legislation, policy • Perform all activities required.
and procedures relating to the conduct of evaluations • You must get a rating of 80 to 100%. If
• Answer Self-Check Sheet 6.1.7 on Legislation, you get below 80% rating,go over the
policy and procedures relating to the conduct of same activities.
evaluations • If you get the required rating,
• Compare Answers to AnswerKey proceed to the next
activities.
• Perform Task Sheet. No. Sheet 6.1.7 on
Legislation, policy and procedures relating to the
conduct of evaluations
• Read Information Sheet 6.1.8 on • Perform all activities required.
Organizational values, ethics and codes of • You must get a rating of 80 to 100%. If
conduct you get below 80% rating,go over the
• Answer Self-Check Sheet 6.1.8 on Organizational same activities.
values, ethics and codes of conduct • If you get the required rating,
• Compare Answers to AnswerKey proceed to the next
• Perform Task Sheet. No. Sheet 6.1.8 on activities.
Organizational values, ethics and codes of conduct

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 Information sheet no. 6.1.1 Organizational protocols

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Follow organizations protocol
• Improve business Characteristics

Business Protocol
A protocol is a standard set of rules that allow staff to communicate with each other. Business protocol is an
extremely important aspect of the formation of relationships within a company and between companies. Protocol
can be defined as the proper procedure of conduct.

As a small business grows, especially as it takes on more employees and multiple shifts, it’s important to create
protocols and procedures that ensure businesses operate efficiently. Without protocols and procedures, individual
employees are left to try and figure out how to operate, which can lead to incorrect results, conflicts and legal
problems.

Understanding how to develop a company’s protocol or procedure for important tasks and projects helps your
business avoid problems and take advantage of all its opportunities.

The purpose of business protocol is to encourage all employees in a company to act in a uniform manner. Business
etiquette can be developed for face-to-face meetings and conferences, and phone calls or e-mails with the public,
partners or donors. A business can brainstorm difficult questions that might be asked by the public, partners,
donors or the media and provide employees with positive ways to answer these challenges. Business protocol helps to
ensure that all employees understand their role in the company, the tasks and challenges they face, and how to
execute them as quickly and accurately as possible.

Protocols vs. Procedures

People often interchange the words “protocol” and “procedure,” but they have slightly different meanings, according
to the EQUIP website. You’ll want to incorporate both into your employee management efforts.

A protocol is a formal rule or regulation employees must follow. It’s usually a required process. The word “protocol”
is often used in diplomatic settings, helping countries observe formal, respectful ways of greeting, hosting and
treating dignitaries from other nations.

A procedure is a step-by-step method of how to do something. Procedures guide employees, who might be allowed
to deviate from the procedure if they come up with a better method and get the same result. With a protocol,
employees usually need to follow the exact instructions.

Start With the Desired Outcome

To create protocols and procedures, start by writing down the desired outcome. Be as exact as possible. For example,
a restaurant might develop protocols for servers to manage guests from the time they walk in to the time they leave.
The goals are to maximize orders, including drinks, appetizers, soups, salads and desserts.

Once the restaurant knows precisely what outcomes it wants its servers to achieve, it can create a protocol
consisting of procedures that encourage customers to spend more. Some procedures are created without protocols
because they are simple methods of doing simple tasks.

For example, many restaurants have procedures for opening, preparing for an upcoming shift, ending a shift, and
closing the restaurant. Servers, for example, have pre-shift procedures for making sure all tables are set properly and
server stations are stocked.

List the Tasks Needed

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After you know your goals, list how you think you can best achieve them, recommends MindTools. The
restaurant example demonstrated a procedure that didn’t need a protocol.

However, many restaurants create protocols for managing the guest experience. For example, as soon as guests
are seated, they are given a menu. Next, the server brings water and takes drink orders. When the server returns,
she tells guests the daily special. Next, she takes orders. In some cases, the protocol might require the server to try
and up-sell wine, beer or appetizers when taking orders. Servers might be required to clear plates and ask whether
guests want dessert, coffee or an after-dinner drink before bringing the check.

These server protocols must be followed because the restaurant has researched and determined that they will
increase sales and profits. The protocol described above also includes the procedures for performing it.

Review Protocols and Procedures Regularly

Don’t take a top-down approach when creating protocols and procedures, leaving them in place for years without
re- examining them. Have a representative of each employee department or group who is affected by your
protocols provide input. After your protocols and procedures have been in effect for 30 days or more, hold a
meeting to solicit feedback regarding how they are working.

The business protocol establishes the rules of coexistence between the different work levels of the
company and the communication criteria that must prevail outside of it.

The business protocols meet the rules and steps that must be followed for the planning, development and
control of actions executed by a company. These rules may include rules established by the state.

An example of a business protocol is the way in which a secretary responds to a telephone call in a cordial
manner. Also, the respectful treatment of the driver of a transport company while taking a passenger to the
airport.

Index

1 Characteristics of the business protocol

2 What is the business protocol for?
• Set rules of conduct
• Guide for social activities
• Establish the corporate image
• Create the company culture
3 Examples of business protocol
• Protocol in telephone call
• Protocol in presentation, greeting and farewell
• Clothing protocol
4 References

Characteristics of the business protocol

Before citing the characteristics of the business protocol, the origin of the term must be clearly indicated in
order to better define its content.

Protocol comes from the Latin" protos ", Whose meaning is" what goes before something", and" kollos
"Which refers to the action of adhering or pasting something.

The dictionary of the Royal Academy of the Spanish Language in one of its meanings, defines it as a" set of
rules established by norm or by custom for ceremonies and official or solemn acts".

A protocol is a description of standards of behaviour that must be followed in a company or institution. It

describes the behaviour guidelines and procedures to perform an action or in a certain situation.

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The business protocol must convey to customers the essence of the company, which is why it is part of its
philosophy and image. There are different types of protocol: business, religious, official, sports, social , etc.

The characteristics of a good business protocol are

1- It is not regulated by law, but it is strictly enforced inside the company by its members.
2 is practical, because it regulates habitual situations that occur in the company. In this way it is avoided
that it is a banal document without labor observance.
3- It is accessible for all the members of the organization, because it establishes behaviour guidelines for
each work situation.
4- It understandable, because it must be written in clear language so that all employees of the company
assimilate and comply without excuse.
5 is flexible, in principle because the established rules must be adjusted to each situation of the company,
even in times of crisis. But also because they can vary over time and adapt to changes.

What is the business protocol for?

Set rules of conduct
Setting the behaviour guidelines within a company in a protocol manual serves to regulate the behaviour of
its members and creates organizational culture.

Without a protocol, labor relations and communication between the company and the clients would be
total chaos. There would be no respect for hierarchies and the absence of a code of behaviour would result
in constant disrespect and internal clashes.

The hierarchical order without a business protocol could not be fulfilled, altering the company's
organizational structure.

Guide for social activities

From the point of view of the label, the protocol is also necessary for the organization and realization of
social activities that are relevant for the company.

The protocol helps to consolidate the prestige of the company among its employees and with its associates:
customers, shareholders, suppliers, authorities, etc.

Establish the corporate image

It is part of the corporate image of the company, because it guides and channels the positive actions of the
members of the company. The image of a company does not depend only on the product or service per se
what it lends; but of the totality of elements that revolve around that.

The protocol is useful and necessary for companies because it contributes to improving human relations
and reinforces its corporate image. When it extends to all areas of the organization, it helps to achieve a
healthy and harmonious work environment.

Create the company culture

It also creates business and work culture by educating workers and managers about the need to integrate
and collaborate with organizational objectives. It also helps to guide the relations of the company's
representatives with their associates and clients.

Examples of business protocol

The business protocol covers the procedures established in the business organization to organize events:
meetings, visits, conferences, negotiations, protocol events, etc.

But also involves the way of communicating (internal communication) between the members of the
organization and with customers and related (external communication). This includes from the way a
telephone call is answered, to the way of wearing the uniform or the way of dressing.

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Likewise, it includes the writing style for a letter or email and all the necessary elements to reinforce the
company's corporate image.

An example of a business protocol is the reception of a telephone call. In the form of answering, greeting
and presenting, there is implicit a whole business culture. It is therefore an element intimately related to
the business or brand image.

Protocol in telephone call

▪ Good morning Mr. / Mrs.
▪ I'm Judith, how can I help / serve?
▪ I'll review your case, please do not withdraw.
▪ Thanks for calling; we are at your service.
▪ Have a happy day Sr / Sra.

Protocol in presentation, greeting and farewell

• Stand up when greeting.
• Shake hands with subtlety and smile.
• Avoid kisses and effusive hugs.
• Look the person in the eye when speaking.
• Avoid the tuteo and the use of colloquial terms.
• Be cordial and friendly in the deal.
• Try to call the person by name if he knows.
• Avoid excesses of confidence.
• Avoid talking excessively about yourself and your personal life.
Clothing protocol
• Do not use inappropriate garments or call too much attention.
• Use clothes that help complement your personality.
• Use appropriate clothing sizes.
• Dress with tie / jacket / skirt / blouse.
• Men should shave properly and take care of their physical appearance.
• Women put on makeup properly.
• Keep hands and nails clean and maintained.
• Use perfumes or discreet lotions.

References
Martínez, Julián Mesa: Business protocol manual: contents and elaboration steps. Retrieved on February
14, 2018 from blog.grupo-pya.com
What is protocol and what does it do for the company? Consulted by gestiopolis.com
Why is protocol important in companies? Consulted of gadebs.es
Protocol. Royal Spanish Academy. Usual Dictionary Consulted of dle.rae.es
The business protocol. Consulted of cevents.es
The importance of the business protocol. Retrieved from telesup.edu.pe

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 SELF – CHECK 6.1.1
Organizational protocols

1. Why is it important to have an organization protocol?

2. 3 Examples of business protocol

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 ANSWER KEY 6.1.1
Organizational protocols

1. Protocols are an important part of any new work environment as they allow for a
standard that employees can adhere to, or refer to, for guiding behaviors and
resolving conflict in what is usually a dramatically different place and style of work.
2.
Protocol in telephone call
Protocol in presentation, greeting and farewell
Clothing protocol

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 Information sheet no. 6.1.2 Confidentiality

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Learn and understand the importance of confidentiality
• Improve business Characteristics

What is Confidentiality?
Confidentiality means the state of keeping secret or not disclosing information. It comes from confide, meaning to
trust someone or tell secrets to them.

Confidential information, therefore, is information that should be kept private or secret. Confidentiality is simply the
act of keeping that information private.

Confidentiality, or not disclosing certain information, is important in a wide range of jobs.

Confidentiality matters for legal and reputational reasons, and it also matters because your future
employment may depend on it.

Some information is protected by law in several countries, including personally identifiable informati on and
also ‘trade secrets’.

It is therefore important to understand the nature of confidentiality, and how to ensure that you comply
with legal or ethical guidelines.

Types of Confidential Information

There are, broadly speaking, five main types of confidential information.

1. Employee Information
In the course of the job, you will hear information about individuals within your organisation. Some of this
will be unsubstantiated gossip, and some will be information that you have come across in the course of
your work, especially if you are a line manager or you work in human resources.

Handling Gossip

It goes without saying that you should not spread gossip, especially if you do not know if it is true. Even
just asking someone else whether they know if it is true that x did y can have huge consequences for x’s
reputation.
As a general rule, if you would not ask the person concerned, or mention it to their face, don’t mention
it behind their back.
Get a reputation for integrity, rather than one for gossiping.

If you come across private information in the course of your work, including any information that identifies
an individual (name, address, maiden name and so on), then you should not disclose it to others. This also
applies to information collected at interviews about ethnic background, disabilities and so on.

There are legal requirements about keeping that kind of information safe and secure in many countries. If
you break those laws, you are likely to be personally liable and potentially face prosecution.

2. Managerial Information

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Managerial information includes both information about individuals, such as disciplinary action, and also
about broad management actions such as planned redundancies or employee relations issues.

Some types of managerial information will become public in due course—such as planned redundancies—
and other information may remain confidential for much longer.

3. Organisational Information
Organisational information is also known as business information or ‘trade secrets’.

The definition covers anything not in the public domain that helps the organisation do its work better or
more efficiently. It would therefore include, for example, information about industrial processes, budgets,
costs, forecasts, and even customer contact information.

WARNING!
Sometimes organisational information is covered by confidentiality agreements or contracts of
employment. If you are tempted to disclose any information of this nature, you should check your
contract first and, if necessary, get legal advice.

4. Customer or Contact Information

Customer and contact information is partially covered by ‘trade secrets’.

However, forthcoming changes to data protection law in Europe (and relating to any data held on a citizen
of a European Union country) means that it needs to be considered and held differently.

If you think this may affect you or your company, you are advised to seek legal advice.

5. Professional Information
Some professionals — including doctors, lawyers and accountants — come across information about
individuals or organisations through their professional position.

For example:
• Doctors know about the details of their patients’ conditions and treatments;
• Lawyers know about details of wills and court cases, some of which may be protected by law; and
• Accountants will know about their clients’ tax and income.
These professionals are often bound by professional codes of conduct as well as formal legal requirements.

Casual vs. Legal Confidentiality

There is a distinction to be drawn between casual expectations of confidentiality and legal requirements.
• There is information which you may be told, and asked to keep secret, but where the only
obligation to do so is personal
• For example, a colleague tells you that she is pregnant, and explains that she has not yet told
anyone else and would prefer it not to be public for the time being.
• She wanted to tell you because you are a friend/someone she trusts to cover for her if her morning
sickness is bad/her line manager.
• There is no absolute or legal requirement on you not to tell anyone else. However, be aware that if
you do so, you will have broken her trust.
• You would not expect her to be happy, and your reputation as someone to trust and rely on will be
gone (and probably not just with her).
• There is information that legally cannot be shared with other organisations or individuals except
under certain very specific circumstances

For example, you may want to share or sell a list of customer contact details to another organisation. In
many countries, you can only do so if you have obtained explicit consent from those customers.
• Most personal information (that is, any information which is personal to an individual, such as
national insurance numbers, full name, address, email address or similar) cannot, by law, be
disclosed without consent.
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 • You can also be sued if you share information that is individual to your employer with any of the
company’s competitors, or disclose it in a way that may damage the share price. This includes
information about employees, processes, or products that is not already in the public domain.

Protecting Confidential Information

If you regularly handle confidential information, you should take steps to ensure that you protect it
adequately.

These should include, for example:

• Ensuring that confidential information is always locked away at night, and not left unattended
during the day;
• Password-protecting sensitive computer files;
• Marking confidential information clearly as such, and ensuring that paper copies are shredded
before disposal; and
• Ensuring that you only disclose confidential information to those who need to know.

Common Sense and Professional Standards

Much about confidentiality is either common sense, or covered by professional standards. It follows that
you need to protect information that is about an individual, and which they would not want disclosed more
widely.

What is changing, and rapidly, is the way the law regards wider disclosure. Tolerance is decreasing. If you
regularly handle confidential information, it may be time to review what you do.

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 SELF – CHECK 6.1.2
Confidentiality

1. Why is it important to have an organization protocol?

2. Types of Confidential Information

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 ANSWER KEY 6.1.2
Confidentiality

1. Confidentiality means the state of keeping secret or not disclosing information. It

comes from confide, meaning to trust someone or tell secrets to them.
Confidential information, therefore, is information that should be kept private or
secret. Confidentiality is simply the act of keeping that information private.
2.
• Employee Information
• Managerial Information
• Organisational Information
• Customer or Contact Information
• Professional Information

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 Information sheet no. 6.1.3 Accuracy

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• To make sure that the information gathered are accurate
• Improve business Characteristics

Accuracy
An employer uses this type of work quality to evaluate how accurately you're completing your assigned
tasks. Your supervisor may consider whether your work is normally free of errors. This shows that you have
excellent attention to detail.

Data is the basis of every business. Either this or that way, companies have to work with data. In this se nse,
data accuracy is the crucial point for keeping data functional.

Data accuracy affects all parts of your business. As it is directly connected to your decision -making process,
it figures your forward-looking strategies.

For this reason, ensuring data accuracy is critical for the success of your business.

Factors in effective information gathering

Accuracy (i.e., Validity)

It is also very important to make sure the information gathering methods are accurate (i.e., valid). Accuracy
(i.e., validity) refers to whether or not an instrument or method truly measures what you think it measures.
Researchers want accurate or valid study procedures so that study results are useful and meaningful.

There are many things that affect the accuracy (i.e., validity) of an instrument or method. These include the
cultural appropriateness, the theoretical constructs used to develop the instrument or method, and the
appropriateness of the testing method or form of the instrument for the participants' abilities (among ma ny
others).

To demonstrate that study measures are accurate, researchers will sometimes collect different kinds of
information to measure the same thing. They then look to see if all of the methods or instruments provide
the same or similar conclusions. If they do, the researcher can be confident that what they have found
actually represents what they intended to study.

Along with lack of precision (i.e., reliability), research studies are often criticized because of the use of
inaccurate methods to gather information. Measurement accuracy (i.e., validity) is essential in order to
guarantee the quality and integrity of the research findings.

7 TOP WAYS TO IMPROVE DATA ACCURACY

Data quality management is the key to any company's success. It is important that one understands the
effect of enterprise data accuracy problems and takes steps to solve them. Some of the key ways in which
data accuracy rates can be improved are listed here -
1. Inaccurate Data Sources
Companies should identify the right data sources, both internally and externally, to improve the quality of
incoming data. Incorrect data may result from migration of data from one database to another, presence of
incorrect values, or even time-bound data changes. It is important to identify the cause for incorrect data
and try to fix it.
2. Set Data Quality Goals

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It is important that firms set realistic goals towards improving overall data quality. The top management
needs to understand the basic problems which are plaguing their data accuracy and set realistic goals for
the data entry specialist team. They should be examined based on efficient data capturing, data entry, and
effective coding.
3. Avoid Overloading
A manager must ensure that the data entry team is not under pressure to deliver expected results f rom the
get go. If data entry specialists are overloaded with work, they can become tired and that can result in data
entry errors. If there is more work it is a good option to delegate some of the work to others in the data
entry team, or span it over the course of multiple weeks.
4. Review the Data
Reviewing is an efficient way to check the correctness of the data. Companies must incorporate an efficient
way to review and double check the data entered. It is always beneficial to hire a team of quality assura nce
professionals who can review the data and help in reducing the data errors to a large extent.
5. Automate Error Reports
Making use of advanced software is always a plus point for any company. Generating automated error
reports is a common practice among leading companies today. This is especially beneficial when you are
entering the same kind of data for a project.
6. Adopt Accuracy Standards
Companies must adopt highly robust data entry quality standards such as matching, geo-coding, data
monitoring, data profiling, linking, etc. This ensures that the data entered conforms to pre-defined data
standards which in turn help in improving the data quality.
7. Have a Good Work Environment
Having a good and healthy work environment helps the employees make lesser mistakes and therefore has
a direct impact on data accuracy. Companies need to provide a healthy work environment to their data
entry professionals which help in retaining their focus.

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 SELF – CHECK 6.1.3
Accuracy

1. What is data accuracy?

2. 7 TOP WAYS TO IMPROVE DATA ACCURACY

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 ANSWER KEY 6.1.3
Confidentiality

1. Data accuracy, as the essential standard of data quality, refers to the consistency of data
with reality. Because more conformity means more accuracy, so the accurate data must
reflect the information you require.

This also means that the data is error-free and has a reliable and consistent source of
information. Therefore, even though it may not be possible to get 100% truth, you should
target to reach the optimum.

Accurate data is substantial for forecasting, planning, program budgeting, strategy

development, and any business operation..
2.
• Inaccurate Data Sources
• Set Data Quality Goals
• Avoid Overloading
• Review the Data
• Automate Error Reports
• Adopt Accuracy Standards
• Have a Good Work Environment

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 Information sheet no. 6.1.4 Business mathematics and statistics

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Determine the accurate cost of the product
• Decide the fair cost of the product or service so that it can generate a fair amount of profit

Business mathematics
Mathematics is the soul of any business. Because a business primarily revolves around the transaction of
money or products that have some monetary value. Involvement of money makes it extremely important to
have sufficient knowledge about the basics of calculations. This is where business mathematics comes into
play.

It deals with the fundamental topics that one needs to carry out business related calculations. So, here we
are going to learn about the mathematical tools needed for business calculations along with their
applications.

What comes to the mind when we think about business? Of course, ‘capital’ and ‘goods’. Firstly, we need a great
business idea then comes the capital or money that we need to invest to buy the goods for our business. But how
do we manage all of this? While business statistics helps in keeping a record of all the essentials involved in a
business, business mathematics provides the tools one needs to study and manage these records. Now, here in this
subject, we will be learning about these two domains along with their applications.

Business Mathematics consists of Mathematical concepts related to business. It comprises mainly profit, loss and
interest. Maths is the base of any business. Business Mathematics financial formulas, measurements which helps
to calculate profit and loss, the interest rates, tax calculations, salary calculations, which helps to finish the business
tasks effectively and efficiently.

Table of contents:

• Definition
• Related Topics
• Important Terms
• Formulas
• Example
• Problems and Solutions
Business Mathematics is highly related to the Statistics concepts which give solutions to business problems. In
business, we deal with the exchange of money or products, which have a monetary value. Each business leads to some
profit and some loss. To identify these factors, we have to study the primary topics of Maths such as formulas to
find a profit, loss, their percentages, discount, etc. Even Though, the requirement of this subject does not contain
pure Maths, it needs Mathematical thinking and some Maths formulas. Here, we will discuss what is Business
Mathematics, terminologies, and important formulas with problems and solutions.

What is Business Mathematics?

Business Math always deals with profit or loss. The cost of a product is fixed by taking into consideration it’s profit,
margin, cash discount, trade discount, etc. Business mathematics is used by commercial companies to record and
manage business works. Commercial businesses use maths in departments of accounting, inventory management,
marketing, sales forecasting and financial analysis.

Business Mathematics Topics

The most important topics covered in Business Mathematics are:

• Profit and Loss

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 • Statistics
• Simple and Compound Interest
• Interest Rates
• Loans
• Markups and markdowns
• Taxes and Tax Laws
• Discount Factor
• Annuities
• Insurance
• Credit
• Depreciation
• Future and Present Values
• Financial Statements

Business Mathematics Basic Terms

• Selling Price: The market price is taken to sell a product.
• Cost Price: The original price of the product is the cost price.
• Profit: If the selling price is more than the cost price, the difference in the prices is the profit.
• Loss: If the selling price is less than the cost price, the difference in the prices is the loss.
• Discount: The reduced amount in the selling price of a product.
• Simple Interest: Simple interest is that interest which is counted against the capital amount or the portion
of the main amount that remains unpaid.
• Compound Interest: Compound interest is the investment rate that increases exponentially.

Business Mathematics Formulas

Here, the 9 basic Business Mathematics formulas that we cannot ignore. They are:

Net Income Formula:

Net Income = Revenue – Expense

Accounting Equation:
Assets = Liabilities + Equity
Equity = Assets – Liabilities

Cost of Goods Sold Formula:

COGS = Beginning inventory + Purchase during the period – Ending inventory

Break-Even point Formula:

Break-Even Point = Fixed cost / (Sales Price per unit – variable cost per unit)

Current Ratio Formula:

Current Ratio = Current Assets / Current Liabilities

Profit Margin Formula:

Profit Margin = (Net Income/ Revenue) × 100

Return of Investment (ROI) Formula:

ROI = [(Invest gain – Cost of Investment)/ Cost of Investment] × 100

Markup Formula:
Markup Percentage = [(Revenue- COGS)/COGS] × 100

Selling Price using Markup = (COGS × markup percentage) + COGS

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Where,
COGS = Cost of goods sold

Inventory Shrinkage Formula:

Inventory Shrinkage = [(Recorded Inventory – Actual Inventory)/ Recorded Inventory] × 100

Business Mathematics Example

While doing business, one can earn a good profit or face loss. The price of a product is fixed, taking into
consideration it’s cost price, profit, margin, trade discount, cash discount, etc. The price marked on the commodity
is called marked price or catalogue price. For trading purposes, the manufacturer proposes a discount on the MRP
to the buyer. This is called a trade discount. In addition to the trade discount, if the buyer pays cash against goods,
he gets another cut called cash discount. The price of the object after subtracting the trade discount and cash
discount is called the selling price. Thus, we have, Selling price = Cost price – Discounts. Let us discuss the most
important concept called “Profit and Loss” here.

Profit and Loss:

A profit is the earned amount received by a business on selling a product whereas loss is the amount which is less
than the actual price of the product. The formula for profit and loss is given based on the selling price and cost price
of a commodity.

Profit = Selling Price – Cost Price = S.P. – C.P. (S.P. > C.P)
Loss = Cost Price – Selling Price = C.P. – S.P. (C.P. > S.P.)

Both these measures have their percentage value also and they are given by;

Profit% = [(S.P. – C.P.)/C.P]. x 100 = (Profit/C.P.) x 100

Loss% = [(C.P. – S.P.)/C.P.] x 100 = (Loss/C.P.) x 100

Business Mathematics Problems and Solutions

Question 1: A music system was bought for Rs.10,500 and sold at Rs.9,500. Find the amount of profit or loss.

Solution: Given,
Cost Price of the music system = Rs.10,500
Selling Price of the music system = Rs. 9,500
We can see here, C.P. is greater than S.P. Therefore, there is a loss in this business.

Hence, we need to calculate the loss amount.

Loss = C.P. – S.P.

Loss = 10,500 – 9,500 = Rs.1,000/-.

Question 2: A pair of shoes is bought at Rs 200 and sold at a profit of 10%. Find the selling price of the shoes.
Solution: Given,
Profit = 10% of Rs.200
P = (10/100) × 200 = Rs. 20
S.P. = C.P. + Profit
S.P. = 200 + 20 = Rs.220/-

Question 3: If the cost price of an article including 20% for taxes is Rs. 186, then find the original cost of the article
excluding taxes.

Solution:
Let x be the original price of an article.
Tax = 20% of x = (20/100) × x = 0.2x
According to the given statement,Original cost + tax = New cost price
x + 0.2x = Rs. 186

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1.2x = Rs. 186
x = Rs. 186/1.2
x = Rs. 155

Therefore, the cost of the article without taxes = Rs. 155

Keep Visiting BYJU’S – The Learning App and register with the app to get all the Mathematics related topics to learn
with ease.

Role of Business Mathematics in Decision Making Process

Mathematics is used in almost every aspect of life. It also plays an important role in business decision making.
Business mathematics is used to record and manage business operations. Many Business activities like accounting,
financial analysis, sales etc. are done by using business mathematics. When we talk about decision making for
business, mathematics plays an important role in it. A businessman has to take thousands of decisions every day for
his business, therefore, mathematics helps in rationalizing the information and it gives the accurate results
inherent for any decision making.

Mathematics has numerous concepts like statistics, probability, algebra, calculus etc. that are used in business
mathematics. These concepts provide accurate statistics solutions for various business activities. Mathematics is an
important subject which enhances the knowledge of the person and it also improves problem-solving skills. The
students who are studying business administration must learn business mathematics because it is used for almost
every business activities. If you are struggling with this subject then you can get assignment writing help on Business
Mathematics from BookMyEssay.

Let’s Discuss How the Use of Business Mathematics Helps in Decision Making
For making a good and effective decision, you must have accurately driven data. Business mathematics summarizes
and presents data in an accurate form. It becomes easier for the decision maker to take quick and necessary
action immediately.

The use of business mathematics assists you to make an important decision based on numerical and measurable scale
and not on personal belief and opinions. The decisions made using statistical studies are more productive.

Using statistical data for analyzing various business activities have several benefits:

• It simplifies the decision-making process by neglecting complex and confusing situations.

• It helps in creating a decision model.
• The testing and interpretation of the decision become easier.
• The data driven by using business mathematics can be used again and again for similar situations.
• Modification becomes easier.
Business mathematics also plays a crucial role in the sales department. When it comes to making a decision regarding
sales and profit margins, business mathematics is used for determining the accurate cost of the product. It helps in
deciding the fair cost of the product or service so that it can generate a fair amount of profit.

The decision making task comes with so many responsibilities. It is a critical step which makes a huge impact in
shaping the future of the organization. It is important to make effective decisions that make development and
growth of the business. Mathematical data and calculation evaluate the quality of information that is used for
making
decisions. It can be used for making both big as well as small decisions. In today’s world, most of the organizations use
business mathematics for decision making because it is becoming very popular. Making decisions for business has
become all about numerical exercise.

Students who are acquiring a master’s degree in business administrations must have a solid understanding of business
mathematics. Most of the students face so many difficulties while working on business statistic and mathematics
assignment. You can get help for assignment from BookMyEssay. This website has expert writers who provide
premium quality mathematics assignment writing services to the students. Feel free to avail the assignment writing
services without any hassle from the website

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 SELF – CHECK 6.1.4
Business mathematics and statistics

1. Give the basic Business Mathematics formulas of the ff:

a. Net Income Formula
b. Accounting Equation
c. Cost of Goods Sold Formula
d. Break-Even point Formula
e. Current Ratio Formula
f. Profit Margin Formula
g. Return of Investment (ROI) Formula
h. Markup Formula
i. Inventory Shrinkage Formula

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 ANSWER KEY 6.1.4
Business mathematics and statistics
1. Net Income Formula:
Net Income = Revenue – Expense

2. Accounting Equation:
Assets = Liabilities +
Equity Equity = Assets –
Liabilities

3. Cost of Goods Sold Formula:

COGS = Beginning inventory + Purchase during the period – Ending inventory

4. Break-Even point Formula:

Break-Even Point = Fixed cost / (Sales Price per unit – variable cost per unit)

5. Current Ratio Formula:

Current Ratio = Current Assets / Current Liabilities

6. Profit Margin Formula:

Profit Margin = (Net Income/ Revenue) × 100

7. Return of Investment (ROI) Formula:

ROI = [(Invest gain – Cost of Investment)/ Cost of Investment] × 100

8. Markup Formula:
Markup Percentage = [(Revenue- COGS)/COGS] × 100
Selling Price using Markup = (COGS × markup percentage) + COGS
Where,
COGS = Cost of goods sold

9. Inventory Shrinkage Formula:

Inventory Shrinkage = [(Recorded Inventory – Actual Inventory)/ Recorded Inventory] × 100

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 Information sheet no. 6.1.5 Data analysis techniques/procedures

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Understanding how to analyze decisions that will enable the company to improve its
overall performance

Your Modern Business Guide To Data Analysis Methods And Techniques

In our data-rich age, understanding how to analyse and extract true meaning from our business’s digital insights is
one of the primary drivers of success.

Despite the colossal volume of data we create every day, a mere 0.5% is actually analyzed and used for data discovery,
improvement, and intelligence. While that may not seem like much, considering the amount of digital information
we have at our fingertips, half a percent still accounts for a vast amount of data.

With so much data and so little time, knowing how to collect, curate, organize, and make sense of all of
this potentially business-boosting information can be a minefield – but online data analysis is the solution.

In science, data analysis uses a more complex approach with advanced techniques to explore and experiment with
data. On the other hand, in a business context, data is used to make data-driven decisions that will enable the
company to improve its overall performance. In this post, we will cover the analysis of data from a business point of
view while still going through the scientific and statistical foundations that are fundamental to understanding the
basics of data analysis.

To put all of that into perspective, we will answer a host of important analytical questions, explore analytical
methods and techniques, while demonstrating how to perform analysis in the real world with a 17-step blueprint for
success.

What Is Data Analysis?

Data analysis is the process of collecting, modeling, and analyzing data to extract insights that support decision-
making. There are several methods and techniques to perform analysis depending on the industry and the aim of the
investigation.

All these various methods are largely based on two core areas: quantitative and qualitative research.

To explain the key differences between qualitative and quantitative research, here’s a video for your viewing
pleasure Gaining a better understanding of different techniques and methods in quantitative research as well as
qualitative insights will give your analyzing efforts a more clearly defined direction, so it’s worth taking the time to
allow this particular knowledge to sink in. Additionally, you will be able to create a comprehensive analytical report
that will skyrocket your analysis.

Why Is Data Analysis Important?

Before we go into detail about the categories of analysis along with its methods and techniques, you must
understand the potential that analyzing data can bring to your organization.

• Informed decision-making: From a management perspective, you can benefit from analyzing your data as
it helps you make decisions based on facts and not simple intuition. For instance, you can understand
where to invest your capital, detect growth opportunities, predict your incomes, or tackle uncommon
situations before they become problems. Like this, you can extract relevant insights from all areas in your
organization, and with the help of dashboard software, present the information in a professional and
interactive way to different stakeholders.
• Reduce costs: Another great benefit is to reduce costs. With the help of advanced technologies such as
predictive analytics, businesses can spot improvement opportunities, trends, and patterns in their data and
plan their strategies accordingly. In time, this will help you save money and resources on implementing

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the

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 wrong strategies. And not just that, by predicting different scenarios such as sales and demand you can also
anticipate production and supply.
• Target customers better: Customers are arguably the most crucial element in any business. By using analytics
to get a 360° vision of all aspects related to your customers, you can understand which channels they use
to communicate with you, their demographics, interests, habits, purchasing behaviors, and more. In the
long run, it will drive success to your marketing strategies, allow you to identify new potential customers,
and avoid wasting resources on targeting the wrong people or sending the wrong message. You can also
track customer satisfaction by analyzing your client’s reviews or your customer service department’s
performance.
What Is The Data Analysis Process?

When we talk about analyzing data there is an order to follow in order to extract the needed conclusions. The
analysis process consists of 5 key stages. We will cover each of them more in detail later in the post, but to start
providing the needed context to understand what is coming next, here is a rundown of the 5 essential steps of data
analysis.

• Identify: Before you get your hands dirty with data, you first need to identify why do you need it in the first
place. The identification is the stage in which you establish the questions you will need to answer. For
example, what is the customer's perception of our brand? Or what type of packaging is more engaging to
our potential customers? Once the questions are outlined you are ready for the next step.
• Collect: As its name suggests, this is the stage where you start collecting the needed data. Here, you
define which sources of information you will use and how you will use them. The collection of data can
come in different forms such as internal or external sources, surveys, interviews, questionnaires, focus groups,
among others. An important note here is that the way you collect the information will be different in a
quantitative and qualitative scenario.
• Clean: Once you have the necessary data it is time to clean it and leave it ready for analysis. Not all the
data you collect will be useful, when collecting big amounts of information in different formats it is very
likely that you will find yourself with duplicate or badly formatted data. To avoid this, before you start
working with your data you need to make sure to erase any white spaces, duplicate records, or formatting
errors. This way you avoid hurting your analysis with incorrect data.
• Analyze: With the help of various techniques such as statistical analysis, regressions, neural networks,
text analysis, and more, you can start analyzing and manipulating your data to extract relevant
conclusions. At this stage, you find trends, correlations, variations, and patterns that can help you answer
the questions you first thought of in the identify stage. Various technologies in the market assists
researchers and average business users with the management of their data. Some of them include
business intelligence and visualization software, predictive analytics, data mining, among others.
• Interprete: Last but not least you have one of the most important steps: it is time to interpret your results.
This stage is where the researcher comes up with courses of action based on the findings. For example, here
you would understand if your clients prefer packaging that is red or green, plastic or paper, etc.
Additionally, at this stage, you can also find some limitations and work on them.
Now that you have a basic understanding of these steps, let’s look at the top 10 essential methods.

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10 Essential Types Of Data Analysis Methods

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Before diving into the seven essential types of methods, it is important that we go over really fast through the
main analysis categories. Starting with the category of descriptive up to prescriptive analysis, the complexity and
effort of data evaluation increases, but also the added value for the company.

a) Descriptive analysis - What happened.

The descriptive analysis method is the starting point to any analytic reflection, and it aims to answer the question of
what happened? It does this by ordering, manipulating, and interpreting raw data from various sources to turn it into
valuable insights for your organization.

Performing descriptive analysis is essential, as it allows us to present our insights in a meaningful way. Although
it is relevant to mention that this analysis on its own will not allow you to predict future outcomes or tell you the
answer to questions like why something happened, it will leave your data organized and ready to conduct further
investigations.

b) Exploratory analysis - How to explore data relationships.

As its name suggests, the main aim of the exploratory analysis is to explore. Prior to it, there was still no notion of
the relationship between the data and the variables. Once the data is investigated, the exploratory analysis enables
you to find connections and generate hypotheses and solutions for specific problems. A typical area of application
for it is data mining.

c) Diagnostic analysis - Why it happened.

Diagnostic data analytics empowers analysts and executives by helping them gain a firm contextual understanding of
why something happened. If you know why something happened as well as how it happened, you will be able to
pinpoint the exact ways of tackling the issue or challenge.

Designed to provide direct and actionable answers to specific questions, this is one of the world’s most important
methods in research, among its other key organizational functions such as retail analytics, e.g.

c) Predictive analysis - What will happen.

The predictive method allows you to look into the future to answer the question: what will happen? In order to do
this, it uses the results of the previously mentioned descriptive, exploratory, and diagnostic analysis, in addition to
machine learning (ML) and artificial intelligence (AI). Like this, you can uncover future trends, potential problems or
inefficiencies, connections, and casualties in your data.

With predictive analysis, you can unfold and develop initiatives that will not only enhance your various operational
processes but also help you gain an all-important edge on the competition. If you understand why a trend, pattern,
or event happened through data, you will be able to develop an informed projection of how things may unfold in
particular areas of the business.

e) Prescriptive analysis - How will it happen.

Another of the most effective types of analysis methods in research. Prescriptive data techniques cross over from
predictive analysis in the way that it revolves around using patterns or trends to develop responsive, practical
business strategies.

By drilling down into prescriptive analysis, you will play an active role in the data consumption process by taking
well- arranged sets of visual data and using it as a powerful fix to emerging issues in a number of key areas,
including marketing, sales, customer experience, HR, fulfillment, finance, logistics analytics, and others.

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Without further ado, here are the 10 essential types of data analysis methods among with some use cases in the
business world:

1. Cluster analysis
The action of grouping a set of data elements in a way that said elements are more similar (in a particular sense)
to each other than to those in other groups – hence the term ‘cluster.’ Since there is no target variable when
clustering, the method is often used to find hidden patterns in the data. The approach is also used to provide
additional context to a trend or dataset.

Let's look at it from a business perspective. In a perfect world, marketers would be able to analyze each customer
separately and give them the best-personalized service, but let's face it, with a large customer base, it is timely
impossible to do that. That's where clustering comes in. By grouping customers into clusters based on demographics,
purchasing behaviors, monetary value, or any other factor that might be relevant for your company, you will be
able to immediately optimize your efforts and give your customers the best experience based on their needs.

2. Cohort analysis
This type of data analysis method uses historical data to examine and compare a determined segment of users'
behavior, which can then be grouped with others with similar characteristics. By using this methodology, it's
possible to gain a wealth of insight into consumer needs or a firm understanding of a broader target group.

Cohort analysis can be really useful to perform analysis in marketing as it will allow you to understand the impact of
your campaigns on specific groups of customers. To exemplify, imagine you send an email campaign encouraging
customers to sign up to your site. For this, you create two versions of the campaign with different designs, CTAs,
and ad content. Later on, you can use cohort analysis to track the performance of the campaign for a longer period
of time and understand which type of content is driving your customers to sign up, repurchase, or engage in other
ways.

A useful tool to start performing cohort analysis method is Google Analytics. You can learn more about the benefits
and limitations of using cohorts in GA in this useful guide. In the bottom image, you see an example of how you
visualize a cohort in this tool. The segments (devices traffic) are divided into date cohorts (usage of devices) and then
analyzed week by week to extract insights into performance.

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3. Regression analysis
Regression uses historical data to understand how a dependent variable's value is affected when one (linear
regression) or more independent variables (multiple regression) change or stay the same. By understanding
each variable's relationship and how they developed in the past, you can anticipate possible outcomes and make
better decisions in the future.

Let's bring it down with an example. Imagine you did a regression analysis of your sales in 2019 and discovered that
variables like product quality, store design, customer service, marketing campaigns, and sales channels affected the
overall result. Now you want to use regression to analyze which of these variables changed or if any new ones
appeared during 2020. For example, you couldn’t sell as much in your physical store due to COVID lockdowns.
Therefore, your sales could’ve either dropped in general or increased in your online channels. Like this, you can
understand which independent variables affected the overall performance of your dependent variable, annual sales.

If you want to go deeper into this type of analysis, check out this article and learn more about how you can
benefit from regression.

4. Neural networks
The neural network forms the basis for the intelligent algorithms of machine learning. It is a form of analytics that
attempts, with minimal intervention, to understand how the human brain would generate insights and predict
values. Neural networks learn from each and every data transaction, meaning that they evolve and advance over
time.

A typical area of application for neural networks is predictive analytics. There are BI reporting tools that have this
feature implemented within them, such as the Predictive Analytics Tool from datapine. This tool enables users to
quickly and easily generate all kinds of predictions. All you have to do is select the data to be processed based on your
KPIs, and the software automatically calculates forecasts based on historical and current data. Thanks to its user-
friendly interface, anyone in your organization can manage it; there’s no need to be an advanced scientist.

Here is an example of how you can use the predictive analysis tool from datapine:

Example on how to use predictive analytics tool from datapine

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5. Factor analysis
The factor analysis also called “dimension reduction” is a type of data analysis used to describe variability among
observed, correlated variables in terms of a potentially lower number of unobserved variables called factors. The aim
here is to uncover independent latent variables, an ideal method for streamlining specific segments.

A good way to understand this data analysis method is a customer evaluation of a product. The initial assessment
is based on different variables like color, shape, wearability, current trends, materials, comfort, place where they
bought the product, frequency of usage. Like this, the list can be endless, depending on what you want to track. In
this case, factor analysis comes to the picture by summarizing all of these variables into homogenous groups, for
example, by grouping the variables color, materials, quality, and trends into a brother latent variable of design.

If you want to start analyzing data using factor analysis we recommend you to take a look at this practical guide
from UCLA.

6. Data mining
A method of data analysis that is the umbrella term for engineering metrics and insights for additional value,
direction, and context. By using exploratory statistical evaluation, data mining aims to identify dependencies,
relations, patterns, and trends to generate advanced knowledge. When considering how to analyze data, adopting a
data mining mindset is essential to success - as such, it’s an area that is worth exploring in greater detail.

An excellent use case of data mining is datapine intelligent data alerts. With the help of artificial intelligence and
machine learning, they provide automated signals based on particular commands or occurrences within a dataset. For
example, if you’re monitoring supply chain KPIs, you could set an intelligent alarm to trigger when invalid or low-
quality data appears. By doing so, you will be able to drill down deep into the issue and fix it swiftly and effectively.

In the following picture, you can see how the intelligent alarms from datapine work. By setting up ranges on daily
orders, sessions, and revenues, the alarms will notify you if the goal was not completed or if it exceeded the
expectations.

7. Text analysis
Text analysis, also known in the industry as text mining, works by taking large sets of textual data and arranging it
in a way that makes it easier to manage. By working through this cleansing process in stringent detail, you will be
able to extract the data that is truly relevant to your organization and use it to develop actionable insights that will
propel you forward.

Modern tools accelerate the application of text analytics. Thanks to the combination of machine learning and
intelligent algorithms, you can perform advanced analytical processes such as sentiment analysis. This technique
allows you to understand the intentions and emotions of a text, for example, if it's positive, negative, or neutral, and
then give it a score depending on certain factors and categories that are relevant for your brand. Sentiment analysis
is often used to monitor brand and product reputation and to understand how successful your customer experience
is. To learn more about the topic check out this insightful article.
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By analyzing data from various word-based sources, including product reviews, articles, social media communications,
and survey responses, you will gain invaluable insights into your audience, as well as their needs, preferences, and
pain points. This will allow you to create campaigns, services, and communications that meet your prospects’
needs on a personal level, growing your audience while boosting customer retention.

8. Time series analysis

As its name suggests, the time series analysis is used to analyze a set of data points collected over a specified period of
time. Although analysts use this method to monitor the data points in a specific interval of time rather than just
monitoring them intermittently, the time series analysis is not uniquely used with the purpose of collecting data over
time. Instead, it allows researchers to understand if variables changed during the duration of the study, how the
different variables are dependent, and how did it reach the end result.

In a business context, this method is used to understand the causes of different trends and patterns to extract
valuable insights. Another way of using this method is with the help of time series forecasting. Powered by
predictive technologies, businesses can analyze various data sets over a period of time and forecast different
future events.

A great use case to put time series analysis into perspective is seasonality effects on sales. By using time series
forecasting to analyze sales data of a specific product over time, you can understand if sales rise on a specific period of
time (e.g. swimwear during summertime, or candy during Halloween). These insights allow you to predict demand
and prepare production accordingly.

9. Decision Trees
The decision tree analysis aims to act as a support tool to make smart and strategic decisions. By visually
displaying potential outcomes, consequences, and costs in a tree-like model, researchers and business users can
easily evaluate all factors involved and choose the best course of action. Decision trees are helpful to analyze
quantitative data and they allow for an improved decision-making process by helping you spot improvement
opportunities, reduce costs, enhance operational efficiency and production.

But how does a decision tree actually works? This method works like a flowchart that starts with the main decision
that you need to make and branches out based on the different outcomes and consequences of each decision.
Each outcome will outline its own consequences, costs, and gains and, at the end of the analysis, you can compare
each of them and make the smartest decision.

Businesses can use them to understand which project is more cost-effective and will bring more earnings in the
long run. For example, imagine you need to decide if you want to update your software app or build a new app
entirely. Here you would compare the total costs, the time needed to be invested, potential revenue, and any other
factor that might affect your decision. In the end, you would be able to see which of these two options is more
realistic and attainable for your company or research.

10. Conjoint analysis

Last but not least, we have the conjoint analysis. This approach is usually used in surveys to understand how
individuals value different attributes of a product or service and it is one of the most effective methods to
extract consumer preferences. When it comes to purchasing, some clients might be more price-focused,
others more features-focused, others might have a sustainable focus, whatever your customer's preferences are,
you can find them with conjoint analysis. Like this, companies can define pricing strategies, packaging options,
subscription packages, and more.

A great example of conjoint analysis is with marketing and sales. For instance, a cupcake brand might use conjoint
analysis and find that its clients prefer gluten-free options and cupcakes with healthier toppings over super sugary
ones. Like this, the cupcake brand can turn these insights into advertisements and promotions to increase sales on this
particular type of product. And not just that, conjoint analysis can also help businesses segment their customers
based on their interests. This allows them to send different messaging that will bring value to each of the segments.

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How to Analyse Data? Top 17 Data Analysis Techniques to Apply

Now that we’ve answered the questions “what is data analysis’”, why is it important, and covered the different
data analysis types, it’s time to dig deeper into how to perform your analysis by working through these 17 essential
techniques.

1. Collaborate your needs

Before you begin analyzing or drilling down into any techniques, it’s crucial to sit down collaboratively with all key
stakeholders within your organization, decide on your primary campaign or strategic goals, and gain a fundamental
understanding of the types of insights that will best benefit your progress or provide you with the level of vision you
need to evolve your organization.

2. Establish your questions

Once you’ve outlined your core objectives, you should consider which questions will need answering to help you
achieve your mission. This is one of the most important techniques as it will shape the very foundations of your
success.

To help you ask the right things and ensure your data works for you, you have to ask the right data analysis questions.

3. Data democratization
After giving your data analytics methodology some real direction, and knowing which questions need answering
to extract optimum value from the information available to your organization, you should continue with
democratization.

Data democratization is an action that aims to connect data from various sources efficiently and quickly so that
anyone in your organization can access it at any given moment. You can extract data in text, images, videos, numbers,
or any other format. And then perform cross-database analysis to achieve more advanced insights to share with
the rest of the company interactively.

Once you have decided on your most valuable sources, you need to take all of this into a structured format to start
collecting your insights. For this purpose, datapine offers an easy all-in-one data connectors feature to integrate all
your internal and external sources and manage them at your will. Additionally, datapine’s end-to-end solution
automatically updates your data, allowing you to save time and focus on performing the right analysis to grow your
company.

4. Think of governance
When collecting data in a business or research context you always need to think about security and privacy. With
data breaches becoming a topic of concern for businesses, the need to protect your client's or subject’s sensitive
information becomes critical.

To ensure that all this is taken care of, you need to think of a data governance strategy. According to Gartner, this
concept refers to “the specification of decision rights and an accountability framework to ensure the appropriate
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behaviour in the valuation, creation, consumption, and control of data and analytics.” In simpler words, data
governance is a collection of processes, roles, and policies, that ensure the efficient use of data while still achieving
the main company goals. It ensures that clear roles are in place for who can access the information and how they
can access it. In time, this not only ensures that sensitive information is protected but also allows for an efficient
analysis as a whole.

5. Clean your data

After harvesting from so many sources you will be left with a vast amount of information that can be overwhelming
to deal with. At the same time, you can be faced with incorrect data that can be misleading to your analysis. The
smartest thing you can do to avoid dealing with this in the future is to clean the data. This is fundamental before
visualizing it, as it will ensure that the insights you extract from it are correct.

There are many things that you need to look for in the cleaning process. The most important one is to eliminate any
duplicate observations; this usually appears when using multiple internal and external sources of information. You
can also add any missing codes, fix empty fields, and eliminate incorrectly formatted data.

Another usual form of cleaning is done with text data. As we mentioned earlier, most companies today analyze
customer reviews, social media comments, questionnaires, and several other text inputs. In order for algorithms to
detect patterns, text data needs to be revised to avoid invalid characters or any syntax or spelling errors.

Most importantly, the aim of cleaning is to prevent you from arriving at false conclusions that can damage your
business in the long run. By using clean data, you will also help BI tools to interact better with your information and
create better reports for your organization.

6. Set your KPIs

Once you’ve set your sources, cleaned your data, and established clear-cut questions you want your insights to
answer, you need to set a host of key performance indicators (KPIs) that will help you track, measure, and shape
your progress in a number of key areas.

KPIs are critical to both qualitative and quantitative analysis research. This is one of the primary methods of data
analysis you certainly shouldn’t overlook.

To help you set the best possible KPIs for your initiatives and activities, here is an example of a relevant logistics KPI:
transportation-related costs. If you want to see more go explore our collection of key performance indicator
examples.

7. Omit useless data

Having bestowed your data analysis techniques and methods with true purpose and defined your mission, you should
explore the raw data you’ve collected from all sources and use your KPIs as a reference for chopping out any
information you deem to be useless.

Trimming the informational fat is one of the most crucial methods of analysis as it will allow you to focus
your analytical efforts and squeeze every drop of value from the remaining ‘lean’ information.

8. Build a data management roadmap

While, at this point, this particular step is optional (you will have already gained a wealth of insight and formed a
fairly sound strategy by now), creating a data governance roadmap will help your data analysis methods and
techniques become successful on a more sustainable basis. These roadmaps, if developed properly, are also built so
they can be tweaked and scaled over time.

Invest ample time in developing a roadmap that will help you store, manage, and handle your data internally, and
you will make your analysis techniques all the more fluid and functional – one of the most powerful types of data
analysis methods available today.

9. Integrate technology

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There are many ways to analyze data, but one of the most vital aspects of analytical success in a business context is
integrating the right decision support software and technology.

Robust analysis platforms will not only allow you to pull critical data from your most valuable sources while working
with dynamic KPIs that will offer you actionable insights; it will also present them in a digestible, visual, interactive
format from one central, live dashboard. A data methodology you can count on.

By integrating the right technology within your data analysis methodology, you’ll avoid fragmenting your insights,
saving you time and effort while allowing you to enjoy the maximum value from your business’s most valuable
insights.

For a look at the power of software for the purpose of analysis and to enhance your methods of analyzing, glance
over our selection of dashboard examples.

10. Answer your questions

By considering each of the above efforts, working with the right technology, and fostering a cohesive internal
culture where everyone buys into the different ways to analyze data as well as the power of digital intelligence, you
will swiftly start to answer your most burning business questions. Arguably, the best way to make your data
concepts accessible across the organization is through data visualization.

11. Visualize your data

Online data visualization is a powerful tool as it lets you tell a story with your metrics, allowing users across the
organization to extract meaningful insights that aid business evolution – and it covers all the different ways to
analyze data.

The purpose of analyzing is to make your entire organization more informed and intelligent, and with the right
platform or dashboard, this is simpler than you think, as demonstrated by our marketing dashboard.

12. Be careful with interpretation

We already dedicated an entire post to data interpretation as it is a fundamental part of the process of data
analysis. It gives meaning to the analytical information and aims to drive a concise conclusion from the analysis
results. Since most of the time companies are dealing with data from many different sources, the interpretation
stage needs to be done carefully and properly in order to avoid misinterpretations.

13. Build a narrative

Now, we’re going to look at how you can bring all of these elements together in a way that will benefit your
business - starting with a little something called data storytelling.

The human brain responds incredibly well to strong stories or narratives. Once you’ve cleansed, shaped, and visualized
your most invaluable data using various BI dashboard tools, you should strive to tell a story - one with a clear-cut
beginning, middle, and end.

By doing so, you will make your analytical efforts more accessible, digestible, and universal, empowering more people
within your organization to use your discoveries to their actionable advantage.

14. Consider autonomous technology

Autonomous technologies, such as artificial intelligence (AI) and machine learning (ML), play a significant role in the
advancement of understanding how to analyze data more effectively.

Gartner predicts that by the end of this year, 80% of emerging technologies will be developed with AI
foundations. This is a testament to the ever-growing power and value of autonomous technologies.

At the moment, these technologies are revolutionizing the analysis industry. Some examples that we mentioned
earlier are neural networks, intelligent alarms, and sentiment analysis.

15. Share the load

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If you work with the right tools and dashboards, you will be able to present your metrics in a digestible, value-driven
format, allowing almost everyone in the organization to connect with and use relevant data to their advantage.

Modern dashboards consolidate data from various sources, providing access to a wealth of insights in one centralized
location, no matter if you need to monitor recruitment metrics or generate reports that need to be sent across
numerous departments. Moreover, these cutting-edge tools offer access to dashboards from a multitude of devices,
meaning that everyone within the business can connect with practical insights remotely - and share the load.

Once everyone is able to work with a data-driven mindset, you will catalyze the success of your business in ways you
never thought possible. And when it comes to knowing how to analyze data, this kind of collaborative approach is
essential.

16. Data analysis tools

In order to perform high-quality analysis of data, it is fundamental to use tools and software that will ensure the best
results. Here we leave you a small summary of four fundamental categories of data analysis tools for your
organization.

17. Refine your process constantly

Last is a step that might seem obvious to some people, but it can be easily ignored if you think your are done.
Once you have extracted the needed results, you should always take a retrospective look at your project and
think about what you can improve. As you saw throughout this long list of techniques, data analysis is a complex
process that requires constant refinement. For this reason, you should always go one step further and keep
improving.

Data Analysis Limitations & Barriers

Analyzing data is not an easy task. As you’ve seen throughout this post, there are many steps and techniques that you
need to apply in order to extract useful information from your research. While a well-performed analysis can bring
various benefits to your organization it doesn't come without limitations. In this section, we will discuss some of the
main barriers you might encounter when conducting an analysis. Let’s see them more in detail.

Objectivity: Arguably one of the biggest barriers when it comes to data analysis in research is to stay objective. When
trying to prove a hypothesis, researchers might find themselves, intentionally or unintentionally, directing the results
towards an outcome that they want. To avoid this, always question your assumptions and avoid confusing facts
with opinions. You can also show your findings to a research partner or external person to confirm that your results
are objective.
Flawed correlation: Misleading statistics can significantly damage your research. We’ve already pointed out a few
interpretation issues previously on the post, but it is an important barrier that we can't avoid addressing here as
well. Flawed correlations occur when two variables appear related to each other but they are not. Confusing
correlations with causation can lead to a wrong interpretation of results which can lead to building wrong strategies
and loss of resources, therefore, it is very important to identify the different interpretation mistakes and avoid them.
Privacy concerns: In some cases, data collection can be subjected to privacy regulations. Businesses gather all kinds
of information from their customers from purchasing behaviors to addresses and phone numbers. If this falls into
the wrong hands due to a breach, it can affect the security and confidentiality of your clients. To avoid this issue,
you need to collect only the data that is needed for your research and, if you are using sensitive facts, make it
anonymous so customers are protected. The misuse of customer data can severely damage a business's reputation,
so it is important to keep an eye on privacy.
Lack of communication between teams: When it comes to performing data analysis on a business level, it is very
likely that each department and team will have different goals and strategies. However, they are all working for the
same common goal of helping the business run smoothly and keep growing. When teams are not connected and
communicating with each other, it can directly affect the way general strategies are built. To avoid these issues,
tools such as data dashboards enable teams to stay connected through data in a visually appealing way.
Innumeracy: Businesses are working with data more and more every day. While there are many BI tools available to
perform effective analysis, data literacy is still a constant barrier. Not all employees know how to apply analysis
techniques or extract insights from them. To prevent this from happening, you can implement different training
opportunities that will prepare every relevant user to deal with data.

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 SELF – CHECK 6.1.5
Data analysis techniques/procedures

1. What Is Data Analysis?

2. Why Is Data Analysis Important?
3. 10Data Analysis Methods

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 ANSWER KEY 6.1.5
Data analysis techniques/procedures

1. Data analysis is the process of collecting, modeling, and analyzing data to extract insights that support
decision-making. There are several methods and techniques to perform analysis depending on the
industry and the aim of the investigation.
2.
• Informed decision-making
• Reduce costs
• Target customers better
3.

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 Information sheet no. 6.1.6 Reporting requirements to a range of audiences

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identified the purpose of knowing your audience
• Ensures you understand how your customers think, what concerns they have, and what
their main interests are

How to write data analysis reports. Lesson -2 know your audience

Every self-help article about technical writing starts by telling readers to consider their audience. Even so, probably
few report writers do.

In a statistical analysis, you usually start by considering the characteristics of the population about which you want
to make inferences. Similarly, when you begin to write a report on an analysis, you usually start by considering the
characteristics of the audience with which you want to communicate. You have to think about the who, what, why,
where, when, and how of the key people who will be reading your report. Here are some things to consider about
your audience.

Who
Audience is often defined by the role a reader plays relative to the report. Some readers will use the report to
make decisions. Some will learn new information from the report. Others will critique the report in terms of what
they already know. Thus, the audience for a statistical report is often defined as decision makers, stakeholders,
reviewers, or generally interested individuals.
Some reports are read by only a single individual but most are read by many. All kinds of people may read your report.
As a consequent, there can be primary, secondary, and even more levels of audience participation. This is
problematical; you can’t please everyone. So in defining your audience, focus first on the most important people to
receive your message and second on the largest group of people in the audience.

What
Once you define who you are targeting with your report, you should try to understand their characteristics. Perhaps
the most important audience characteristic for a technical report writer is the audience understands of both the
subject matter of the report and the statistical techniques being described. You may not be able to do much about
their subject matter knowledge but you can adjust how you present statistical information. For example, audiences
a data analyst might encounter include:

• Mathphobes. Fear numbers but may listen to concepts. Don’t use any statistical jargon. Don’t show
formulas. Use numbers sparingly. For example, substitute “about half” for any percentage around
50%. The extra precision won’t be important to a Mathphobe.
• Bypassers. Understand some but have little interest. Don’t worry about Bypassers, they won’t read
past the summary. Be sure to make the summary pithy and highlight the most important finding
otherwise they might key on something relatively inconsequential
• Tourists. Understand some and are interested. Be gentle. Use only essential jargon that you define
clearly. Using numbers is fine just don’t use too many in a single table. Round off values so you’re not
implying false precision. Stick with nothing more sophisticated than pie charts, bar graphs, and maybe an
occasional scatter chart. Don’t use any formulas.
• Hot Dogs. Know less than they think and want to show it. Using jargon is fine so long as you define
what you mean. Even a Hot Dog may learn something. In the same vein, using numbers, statistical
graphics, and formulas is fine so long as you clearly explain their meanings. Hot Dogs may come to
erroneous conclusions if not guided.
• Associates. Other analysts who understand the basic jargon. Anything is fine so long as you clearly
explain what you mean.
• Peers. Other data analysts who understand all the jargon. Anything goes.
• The audience characteristics provide guidance for report length and writing tone and style

Why

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Are readers likely to be very interested in your report or just curious about it (if they have no interest, they won’t
be readers)? Be honest with yourself. Why would anyone be interested in reading your report? What is the
objective of the who you defined as your audience? What will they do with your findings? Will they get informed?
Will they make a decision or take an action? Is this a big thing for them or just something they have to tune in to?

Where
Is the report aimed at a finite, confined group, like the organization the analysis was conducted for, or will anyone
be able to read it? Is the report aimed at the upper levels of the organization or the rank-and-file (i.e., bottom up
or top down)? Are there any concerns for security or confidentiality, either on the individual or organizational
levels?

When
When does the population need to see your report? Who has to review the report and how long might they take
before the report is released? How firm are the deadlines? How much time does this leave you to write the report?
Will there be enough time to think through what you need to write? Will there be time to conduct additional analyses
needed to fill in gaps in the report outline? Will you be outraged when the time taken to review your report is twice
as long as the time you took to write it?
Here’s some advice you should take to heart. Never, never, never submit a draft report for review that isn’t your
fully complete, edited, masterpiece. I tell myself to follow this rule with every report I write. Unfortunately, like
most
people, I don’t listen to what I say.

How
Finally, consider how the report should be presented so that the audience will get the most out of it. Here are five
considerations:
Package. How will your writing be packaged (i.e., assembled into product for distribution)? Will it be a short letter
report, a comprehensive report, a blog or an Internet article, a professional journal article, a white paper, or will
your writing be included as part of another document?
Format. Will your report be distributed as an electronic file of as a paper document? If it will be an electronic
document, will it be available on the Internet? Will it be editable? Will it be restricted somehow, such as with a
password?
Appearance. Will the report be limited to black-and-white or will color be included? What will be the ratio of
graphics to text? Will the report be conventional or glitzy, like a marketing brochure? Will there be 11”x17” foldout
pages or oversized inserts like maps.
Specialty items. Will you need to provide some items apart from the report, such as electronic data files, analysis
scripts or program codes, and outputs? Will you have to create a presentation from the contents of the report? Will
your graphics be used for courtroom or public presentations?
Accessibility. Do you need to follow the guidelines of Section 508 of the Rehabilitation Act of 1973, which may affect
your use of headings, tables, graphic objects, and special characters? Should you account for common forms of color
blindness in your color graphics?

Take a Few Moments

You won’t have to address all of these details in evaluating your audience and many will only require a few
moments of thought. But, if you think through these considerations, you’ll have a much better idea of who you are
writing the report for and how you should write it.

Audience Analysis in Reports

Reports are a flexible genre. A report can be anything from a one-page accident report when someone gets a
minor injury on the job to a 500+ page report created by a government commission, such as The Truth and
Reconciliation Commission Report. Your report could be internal or external, and it could be a printed document, a
PDF or even an email.

The type of report is often identified by its primary purpose, as in an accident report, a laboratory report, or a
sales report. Reports are often analytical or involve the rational analysis of information. Sometimes they report
the facts with no analysis at all. Other reports summarize past events, present current data, and forecast future
trends. This section will introduce you to the basics of report writing.

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Audience Analysis in Formal Reports

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Many business professionals need to write a formal report at some point during their career, and some
professionals write them on a regular basis. Key decision makers in business, education, and government use
formal reports to make important decisions. Although writing a formal report can seem like a daunting task, the final
product enables you to contribute directly to your company’s success.

There are several different organizational patterns that may be used for formal reports, but all formal reports
contain front matter material, a body, and back matter (supplementary) items. The body of a formal report
discusses the findings that lead to the recommendations. The prefatory material is therefore critical to providing the
audience with an overview and roadmap of the report. The following section will explain how to write a formal report
with an audience in mind.

Analyzing your Audience

As with any type of writing, when writing reports, it is necessary to know your audience. Will you be expected to
write a one-page email or a formal report complete with a Table of Contents and an Executive Summary? Audience
analysis will tell you.

For example, if your audience is familiar with the background information related to your project, you don’t want to
bombard them with details. Instead, you will want to inform your audience about the aspects of your topic that
they’re unfamiliar with or have limited knowledge of. In contrast, if your audience does not already know anything
about your project, you will want to give them all of the necessary information for them to understand. Age and
educational level are also important to consider when you write. You don’t want to use technical jargon when
writing to an audience of non-specialists.

One of the trickier parts of report writing is understanding what your audience expects. Why is your audience
reading the report? Do different parts of the report serve different purposes? Will you be expected to follow a
specific template? Make sure that you have specifically responded to the expectations of your boss, manager, or
client. If your audience expects you to have conducted research, make sure you know what type of research they
expect. Do they want research from scholarly journal articles? Do they want you to conduct your own research? No
matter what type of research you do, make sure that it is properly documented using whatever format the audience
prefers (MLA, APA, and Chicago Manual of Style are some of the most commonly-used formats). As we’ve
discussed in the chapter on persuasion, research will contribute to your ethos and your confidence.

For further information about what types of research you may want to include, see this article about
research methods and methodologies.

Here are some questions to consider about your audience as you write:

• What does your audience expect to learn from your report?

• Do you have only one audience or multiple audiences? Do they have different levels of knowledge about
the topic?
• How much research does your audience expect you to have done?
• How current does your research need to be?
• What types of sources does your audience expect you to have?
• What is the educational level of your audience?
• How much background information does your audience need?
• What technical terms will your audience need defined? What terms will they already be familiar with?
• Is there a template or style guide that you should use for your report?
• What is the cultural background of your audience?

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 SELF – CHECK 6.1.6
Reporting requirements to a range of audiences

1. As you writing a report, what are the questions you may need to consider Why Is
Data Analysis Important?
2. Why is it important to Analyze your Audience?

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 ANSWER KEY 6.1.6
Reporting requirements to a range of audiences

1.
• What does your audience expect to learn from your report?
• Do you have only one audience or multiple audiences? Do they have different levels of knowledge about
the topic?
• How much research does your audience expect you to have done?
• How current does your research need to be?
• What types of sources does your audience expect you to have?
• What is the educational level of your audience?
• How much background information does your audience need?
• What technical terms will your audience need defined? What terms will they already be familiar with?
• Is there a template or style guide that you should use for your report?
• What is the cultural background of your audience?
2. As with any type of writing, when writing reports, it is necessary to know your audience. Will you be expected
to write a one-page email or a formal report complete with a Table of Contents and an Executive Summary?
Audience analysis will tell you.

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 Information sheet no. 6.1.7 Legislation, policy and procedures relating to the con-duct of evaluations

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identified the purpose of knowing your audience
• Ensures you understand how your customers think, what concerns they have, and what
their main interests are

Introduction
Typically, evaluation efforts have focused on assessing how effective NCD policies and interventions are at
achieving health improvement at the individual or population level. Assessing the effectiveness of a policy
or intervention, however, is not sufficient. Planning and focused efforts to evaluate the implementation of
NCD policies and interventions must also be in place.Thus, the evaluation should look at the
implementation of policies and interventions as well as their effectiveness.

Put simply, the focus of an evaluation of the implementation process is on the types and quantities of
policies and interventions delivered, the beneficiaries of those policies and interventions, the resources
used to deliver the policies and interventions, the practical problems encountered, and the ways in which
such problems were resolved.

The steps involved in planning an evaluation of the implementation process are analogous to those for
planning an evaluation of effectiveness. Evaluation of the implementation process must be addressed early
in a programme’s planning process, or else the collection of relevant data could be compromised or even
missed.

Public Health Ontario has devised ten steps for conducting an evaluation;(77) we have adapted these so
that they are inclusive of implementation processes and effectiveness:
• Clarify what is to be evaluated.
• Engage stakeholders.
• Determine your evaluation questions.
• Develop an evaluation framework.
• Determine appropriate methods of measurement and procedures.
• Develop an evaluation plan.
• Collect data.
• Process data and analyse results.
• Interpret and disseminate results.
• Apply evaluation findings.
Sub-steps
Step 3.1
What research questions should the implementation evaluation is asking?
Step 3.2
What are implementation outcomes?
Step 3.3
What are the moderators of the implementation of the policy or intervention?
Step 3.4
Implementation strategies
Step 3.5
How effective is the policy or intervention?
Step 3.6
How do you assess costs associated with implementation?
Step 3.7
How do you use data for quality assurance and improvement?
Step 3.8
How to improve sustainability

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Four Types of Policy Evaluation
Most models of policy evaluation ground their analytical perspective in the logical process used to determine the
disparity between what was conceptualized by the initial policy goals and what has actually been accomplished by
the policy or program as implemented. However, many other models focus their analysis on different objectives
such as what is the true purpose of the evaluation, what is the role of the evaluator in the process, how broad or
narrow should the scope of the evaluation be, and finally how should the evaluation be organized and conducted,
for example what measurement instruments should be employed to determine success or failure. Theodoulou and
Kofinis (2004) identify four generic types of the most commonly used policy evaluation typologies and they are:
process evaluation, outcome evaluation, impact evaluation, and cost-benefit analysis.

Types of Policy Evaluation

• Process Evaluation
• Outcome Evaluation
• Impact Evaluation
• Cost-Benefit Evaluation

Process Evaluation:
As its name implies this type of evaluation analyzes how well a policy or program is being administered. This type
of evaluation is employed more often by program managers to determine what can be done to improve the
implementation, the aspects of service delivery, of the program. It does not directly address whether or not the
policy or program is achieving the desired outcome or impact on the target population.

Types of Policy Evaluation: Process Evaluation

• Determine why a program or policy is performing at current levels.
• Identify any problems.
• Develop solutions to the problems.
• Improve program performance by recommending how solutions should be implemented and evaluated once
carried out

Outcome Evaluation:
Theodoulou and Kofinis somewhat confuse the concepts of outputs and outcomes in their discussion of outcome
evaluation. Outputs are measures of government activity such as the number of tax returns processed or the
number of social security checks sent out each month. Whereas outcomes are normally considered to be the
impact that a policy has on a target population, for example, did the policy produce the desired behavioral change
initially sought. In this case, the authors state that outcome evaluation is concerned with outputs. For example, if
the stated goal of a welfare policy is to reduce the number of people receiving welfare benefits then a determination
is made to see if less people are receiving welfare benefits after program implementation then before. However,
what this type of evaluation does not indicate is what happened to the people who used to receive the welfare
benefits and who have been forced off the system because they are no longer eligible. Did they find employment?
Did they find other means of charity? Have they migrated to a life of crime? Outcome evaluation as described by
Theodoulou and Kofinis focuses more on the readily available and tangible results of policy. The actual impact of the
policy is the subject of the next type of evaluation.

Types of Policy Evaluation: Outcome Evaluation

• Legislative intent
• Program goals
• Program elements and indicators
• Measures of indicators
• Program outcomes (positive or negative)

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 SELF – CHECK 6.1.7
Legislation, policy and procedures relating to the con-duct of evaluations

1. Types of Policy Evaluation: Process Evaluation

2. Types of Policy Evaluation: Outcome Evaluation
3. Types of Policy Evaluation

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 ANSWER KEY 6.1.7
Legislation, policy and procedures relating to the con-duct of evaluations

1.

▪ Determine why a program or policy is performing at current levels.

• Identify any problems.
• Develop solutions to the problems.
• Improve program performance by recommending how solutions should be implemented
and evaluated once carried out.
2.

• Legislative intent
• Program goals
• Program elements and indicators
• Measures of indicators
• Program outcomes (positive or negative)
3.

• Process Evaluation
• Outcome Evaluation
• Impact Evaluation
• Cost-Benefit Evaluation

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 Information sheet no. 6.1.8 Organizational values, ethics and codes of conduct

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• learn and knowledgeable with work values and ethics

What is a code of conduct?

A code of conduct is a set of organizational rules and standards regarding the company’s values, ethics, and beliefs
that determine the conduct or action of the organization and its members. It also includes matters of legal
compliance. The different rules set out in a code of conduct determine which practices are required or restricted.

As a rule, a company’s written or unwritten code of ethics directly influences the code of conduct. The code of
conduct specifically sets out actual guidelines with more specific dos and don’ts of action. This document details
what is expected of employees.

Common scenarios that a code of conduct may discuss include conflicts of interest, acceptance of gifts and bribery,
use of confidential information, financial reporting and accounting conduct, and proper use of the company’s
property.

Employees who want to be part of the company need to adhere to the business code of conduct. Failure to comply
with the code repeatedly or intentionally will lead to an appropriate sanction. As such, a code of conduct also
usually states the penalties for failure to comply.

What is a code of ethics?

A code of ethics is a company policy statement or document designed to guide employees in decision-making. As a
form of a value statement, it views ethics as a guide of principles that help professionals in the business conduct
dealings honestly and with integrity.
Ethics is not just an intangible concept under corporate culture or an unwritten understanding among members of an
organization.

The ethical principles embodied within the code are based on the organization’s core values, mission, and vision, as
well as any standards imposed on a related professional field, such as medical ethics or legal ethics.

A code of ethics will reflect all of these principles and a general guide of how members should approach problems.
Thus, most codes of ethics are also disclosed publicly so that interested parties can know how the company does its
business.

The general guide usually touches on common ethical concerns, such as employer-employee relations, environmental
issues, social responsibility, and discrimination. The code will outline the responsibilities and obligations that members
have to the organization and its stakeholders for these different concerns.

A code of ethics may be largely compliance-based, with guidelines explicitly set out along with penalties for
violation of ethical principles. Large companies usually have a compliance officer who checks for ethical
misconduct.

A value-based code of ethics is more interested in employees self-regulating themselves to follow the standards of
responsible conduct.

Employees are supposed to be guided by this code when they make crucial decisions. Intentionally or repeatedly
breaking the code of ethics can result in dismissal or termination.

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What are the similarities?

Both the code of conduct and the code of ethics are formal documents that organizations create to encourage certain
behaviour from their employees. They need to be accepted before a member can join the organization.

Both outline the standards in which members must adhere to remain part of the organization, including
specific scenarios or forms of behaviour. The level of accountability is reflected in the sanctions for failure to
comply with either code.

Both statements are also more effective when top-level management leads by example.

What are the differences?

The code of conduct and ethics differ in terms of purpose, focus, scope, and content.

The code of ethics is an aspiration document designed to influence individual decision-making and the thought
process of the employees. On the other hand, the code of conduct is guidelines which are meant to influence the
employee’s actions.

The code of ethics contains a company’s core ethical values, principles, and ideals, which serve as the foundation for
the code of business conduct. The business provides more specific practices and behaviour covering many scenarios,
and therefore, it has a narrower scope and longer length.

Finally, the code of ethics is typically published online for the benefit of customers and shareholders, while the code
of business conduct is a more internal agreement.

What to include in the code of conduct and code of ethics?

Both codes can be in separate forms or combined into one document that blends ethical principles into professional
action. The business conduct and the code of ethics contain policies and guidelines which are specific to the company.

However, there are several universal elements.

Clear introduction

The rationale behind the document must be written in clear and inspirational tones to motivate employees
towards benefitting the organization. The introduction is sometimes a statement by a high-level executive
showing personal commitment and support for the code of ethics and business conduct.

Statement of values

The statement of values, either within the introduction or as a separate section, outlines the company’s purpose
and values. It helps frame the code of ethics and business conduct following a bigger picture.

It may also include practical financial objectives and social and organizational goals that require good ethical practices
and business conduct.

Employees are more likely to adhere to higher ethical values and conduct rules if they have an understanding of the
company’s overall goal.

Specific laws

Certain companies or organizations may be dealing in a profession governed by a particular law, such as those
encoding accounting rules or medical ethics. Commitment to government standards and licensing requirements may
also be reinforced here.

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Specific rules of conduct

Specific rules of conduct may be divided into separate sections, as discussed later. The focus of the specific rules
depends on the interests of your employees, customers, shareholders, suppliers, and even wider society.

Diversity rules

One of the more important guidelines to include in your code of ethics and business conduct are rules on diversity.
All types of businesses must strive to create an inclusive environment free from discrimination.

Employee and consumer privacy

Employees must feel comfortable in their place of work, so a commitment to employee privacy is one way to show
employees that the code of ethics and business conduct is also for them. Stating principles related to consumer
privacy helps build confidence in the company.

Environmental policies

Environmental policies may include adherence to regulations and industry best practices.

Labour and fair hiring

The code of conduct is an agreement between members of the organization. As such, it also outlines the professional
and respectful treatment of employees to employees and managers to employees.

Security and safety

Companies are required to create and contribute to a safe working environment. Businesses may write explicit dos
and don’ts to address specific issues.

Implementation of the code

The code should detail what will be done to ensure implementation. It includes administrative activities in reporting
possible violations, the process for establishing facts, and issuance of warnings. Consequences such as the issuance of
warnings, counselling or re-education, suspension, litigation, and dismissal should be discussed.

Code of conduct and code of ethics examples

Publishing a code of ethics and business conduct is a way of underlining the company’s commitment to ethical
behaviour. As smaller businesses grow, ethical hazards and risks will increase, solidifying the need for a clear code for
employees to follow.

Many well-known companies have their own code of ethics published for the interest of the general public.

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 SELF – CHECK 6.1.8
Organizational values, ethics and codes of conduct

Enumerate the ff:

1. What is a code of ethics?

2. What is a code of conducts?
3. What are the difference between code of ethics and code of conduct?

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 ANSWER KEY 6.1.8
Organizational values, ethics and codes of conduct

1. A code of ethics is a company policy statement or document designed to guide employees in

decision-making. As a form of a value statement, it views ethics as a guide of principles that
help professionals in the business conduct dealings honestly and with integrity.
2. A code of conduct is a set of organizational rules and standards regarding the company’s values,
ethics, and beliefs that determine the conduct or action of the organization and its members. It
also includes matters of legal compliance. The different rules set out in a code of conduct
determine which practices are required or restricted.

The code of conduct and ethics differ in terms of purpose, focus, scope, and content.

The code of ethics is an aspiration document designed to influence individual decision-making and
the thought process of the employees. On the other hand, the code of conduct is guidelines
which are meant to influence the employee’s actions.

The code of ethics contains a company’s core ethical values, principles, and ideals, which serve as
the foundation for the code of business conduct. The business provides more specific practices and
behavior covering many scenarios, and therefore, it has a narrower scope and longer length.

Finally, the code of ethics is typically published online for the benefit of customers and shareholders,
while the code of business conduct is a more internal agreement.

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REFERENCES AND FURTHER READINGS
https://www.mentimeter.com/blog/great-leadership/how-to-promotes-continuous-improvement-in-the-workplace
https://www.betterup.com/blog/way-to-improve-work-performance
https://www.thehumancapitalhub.com/articles/How-To-Important-Is-An-Employee-Suggestion-Program
https://www.braineet.com/blog/employee-suggestion-program
https://emeritus.org/in/learn/important-benefits-of-innovation-in-business/

https://www.myriadassociates.ie/news/2020/how-a-lack-of-innovation-can-damage-your- business/#:~:text=Without
%20innovation%20there%20is%20therefore,local%20economy%20and%20on%20society.
https://online.hbs.edu/blog/post/types-of-organizational-change
https://www.benetrends.com/blog/the-7-habits-of-highly-effective-people-plus-one-more/
https://stegmeierconsulting.com/services/workplace-protocols-etiquette/
https://smallbusiness.chron.com/develop-protocol-procedures-48929.html
https://www.lifepersona.com/business-protocol-characteristics-what-is-it-for-examples
https://smallbusiness.chron.com/develop-protocol-procedures-48929.html
https://www.skillsyouneed.com/lead/workplace-
confidentiality.html#:~:text=Confidentiality%20means%20the%20state%20of,of%20keeping%20that%20information%
20private.
https://www.outsource2india.com/DataManagement/articles/ways-to-improve-data-accuracy.asp
https://byjus.com/maths/business-mathematics/
https://www.bookmyessay.com/role-of-business-mathematics-in-decision-making-process/
https://www.datapine.com/blog/data-analysis-methods-and-techniques/
https://kpu.pressbooks.pub/businesswriting/chapter/audience-analysis-in-reports/
https://courses.worldcampus.psu.edu/welcome/plsc490/lesson05_08.html

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 MODULES OF INSTRUCTION
ELECTRICAL INSTALLATION AND MAINTENANCE NC II
QUALIFICATION

UNIT OF COMPETENCY PRACTICE OCCUPATIONAL SAFETY AND HEALTH

POLICIES AND PROCEDURES

MODULE TITLE PRACTICING OCCUPATIONAL SAFETY AND HEALTH

POLICIES AND PROCEDURES

This module covers the knowledge, skills and attitudes required to

MODULE DESCRIPTOR identify OSH compliance requirements, prepare OSH requirements for
compliance, perform tasks in accordance with relevant OSH policies and
procedures

NOMINAL DURATION 4 HOURS

LEARNING OUTCOMES

At the end of this module you must be able to:

1. Identify OSH compliance requirements

2. Prepare OSH requirements for compliance
3. Perform tasks in accordance with relevant OSH policies and procedures

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 LEARNING OUTCOME SUMMARY

UNIT OF COMPETENCY 7 PRACTICE OCCUPATIONAL SAFETY AND HEALTH

POLICIES AND PROCEDURES

LEARNING OUTCOME
1. Identify OSH compliance requirements
2. Prepare OSH requirements for compliance
3. Perform tasks in accordance with relevant OSH policies and procedures
CONDITION:
• Facilities, materials tools and equipment necessary for the activity

METHODOLOGY:
• Group discussion
• Interaction
• Reportorial
ASSESSMENT METHOD:
• Observation/Demonstration with oral questioning
• Third party report

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 LEARNING EXPERIENCES

LEARNING OUTCOME NO.1: Identify OSH compliance requirements

LEARNING OUTCOME NO.2: Prepare OSH requirements for compliance
LEARNING OUTCOME NO.3: Perform tasks in accordance with relevant OSH
policies and procedures
Learning Activity/Guide Special Instruction
• Read Information Sheet 7.1.1 OSH preventive • Perform all activities required.
and control requirement • You must get a rating of 80 to 100%. If
• Answer Self-Check 7.1.1 identify OSH you get below 80% rating, go over the
preventive and control requirement Answers to same activities.
AnswerKey • If you get the required rating,
• Perform Task Sheet. No.7.1.1 on proceed to the next activities.
OSH preventive and control requirement

• Read Information Sheet 7.1.2 on Hierarchy of Controls • Perform all activities required.
• Answer Self-Check 7.1.2 on Hierarchy of Controls • You must get a rating of 80 to 100%. If
you get below 80% rating,go over the
• Compare Answers to AnswerKey same activities.
• Perform Task Sheet. No.7.1.2 on • If you get the required rating,
Hierarchy of Controls proceed to the next
activities.

• Read Information Sheet 7.1.3 on Hazard • Perform all activities required.

Prevention and Control • You must get a rating of 80 to 100%. If
• Answer Self-Check 7.1.3 on Hazard Prevention and you get below 80% rating,go over the
Control same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next
• Perform Task Sheet. No.7.1.3 on Hazard Prevention activities.
and Control

• Read Information Sheet 7.1.4 on General OSH • Perform all activities required.
principles • You must get a rating of 80 to 100%. If
• Answer Self-Check 7.1.4 on General OSH principles you get below 80% rating,go over the
same activities.
• Compare Answers to AnswerKey
• If you get the required rating,
• Perform Task Sheet. No.7.1.4 on General OSH proceed to the next
principles activities.

• Read Information Sheet 7.1.5 on Work standards • Perform all activities required.
and procedures • You must get a rating of 80 to 100%. If
• Answer Self-Check 7.1.5 on Work standards and you get below 80% rating,go over the
procedures same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next
• Perform Task Sheet. No.7.1.5 on Work
activities.
standards and procedures

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• Read Information Sheet 7.1.6 on Safe • Perform all activities required.
handling procedures of tools, equipment and • You must get a rating of 80 to 100%. If
materials you get below 80% rating,go over the
• Answer Self-Check 7.1.6 on Safe handling same activities.
procedures of tools, equipment and materials • If you get the required rating,
• Compare Answers to AnswerKey proceed to the next
activities.
• Perform Task Sheet. No.7.1.6 on Safe handling
procedures of tools, equipment and materials
• Read Information Sheet 7.1.7 Standard emergency • Perform all activities required.
plan and procedures in the workplace • You must get a rating of 80 to 100%. If
• Answer Self-Check 7.1.7 on Standard emergency you get below 80% rating,go over the
plan and procedures in the workplace same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next
• Perform Task Sheet. No.7.1.7 on Standard activities.
emergency plan and procedures in the
workplace
• Read Information Sheet 7.1.8 Resources necessary • Perform all activities required.
to execute hierarchy of controls • You must get a rating of 80 to 100%. If
• Answer Self-Check 7.1.8 Resources necessary to you get below 80% rating,go over the
execute hierarchy of controls same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next
• Perform Task Sheet. No.7.1.8 Resources activities.
necessary to execute hierarchy of controls

• Read Information Sheet 7.1.9 Different OSH • Perform all activities required.
Control measures • You must get a rating of 80 to 100%. If
• Answer Self-Check 7.1.9 Different OSH Control you get below 80% rating,go over the
measures same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next
• Perform Task Sheet. No.7.1.9 Different OSH Control
activities.
measures

• Read Information Sheet 7.1.10 OSH work standards • Perform all activities required.
• Answer Self-Check 7.1.10 OSH work standards • You must get a rating of 80 to 100%. If
you get below 80% rating,go over the
• Compare Answers to AnswerKey same activities.
• Perform Task Sheet. No.7.1.10 OSH work standards • If you get the required rating,
proceed to the next
activities.

• Read Information Sheet 7.1.11 Industry related work • Perform all activities required.
activities • You must get a rating of 80 to 100%. If
• Answer Self-Check 7.1.11 Industry related you get below 80% rating,go over the
work activities same activities.
• If you get the required rating,
• Compare Answers to AnswerKey proceed to the next
• Perform Task Sheet. No.7.1.11 Industry related activities.
work activities

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• Read Information Sheet 7.1.12 OSH Violations Non- • Perform all activities required.
compliance work activities • You must get a rating of 80 to 100%. If
• Answer Self-Check 7.1.12 OSH Violations Non- you get below 80% rating,go over the
compliance work activities same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next
• Perform Task Sheet. No.7.1.12 OSH Violations Non-
activities.
compliance work activities

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 Information sheet no. 7.1.1 OSH preventive and control requirement

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Controls and protect workers from workplace hazards
• Ensure these hazards and risks cannot cause harm to workers

Recommended Practices for Safety and Health Programs

Hazard Prevention and Control
Effective controls protect workers from workplace hazards; help avoid injuries, illnesses, and incidents; minimize or
eliminate safety and health risks; and help employers provide workers with safe and healthful working conditions.
The processes described in this section will help employers prevent and control hazards identified in the previous
section. To effectively control and prevent hazards, employers should:

▪ Involve workers, who often have the best understanding of the conditions that create hazards and
insights into how they can be controlled.
▪ Identify and evaluate options for controlling hazards, using a "hierarchy of controls."
▪ Use a hazard control plan to guide the selection and implementation of controls, and implement
controls according to the plan.
▪ Develop plans with measures to protect workers during emergencies and nonroutine activities.
▪ Evaluate the effectiveness of existing controls to determine whether they continue to provide protection,
or whether different controls may be more effective. Review new technologies for their potential to be
more protective, more reliable, or less costly.
Action item 1: Identify control options
Action item 2: Select controls
Action item 3: Develop and update a hazard control plan
Action item 4: Select controls to protect workers during non-routine operations and emergencies
Action item 5: Implement selected controls in the workplace
Action item 6: Follow up to confirm that controls are effective
Action item 1: Identify control options
A wealth of information exists to help employers investigate options for controlling identified hazards.
Before selecting any control options, it is essential to solicit workers' input on their feasibility and
effectiveness.
How to accomplish it
Collect, organize, and review information with workers to determine what types of hazards may be present and
which workers may be exposed or potentially exposed. Information available in the workplace may include:

▪ Review sources such as OSHA standards and guidance, industry consensus standards, National Institute for
Occupational Safety and Health (NIOSH) publications, manufacturers' literature, and engineering reports to
identify potential control measures. Keep current on relevant information from trade or professional
associations.
▪ Investigate control measures used in other workplaces and determine whether they would be effective
at your workplace.
▪ Get input from workers who may be able to suggest and evaluate solutions based on their knowledge of
the facility, equipment, and work processes.
▪ For complex hazards, consult with safety and health experts, including OSHA's On-site Consultation Program.

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Action item 2: Select controls

Employers should select the controls that are the most feasible, effective, and permanent.
How to accomplish it
▪ Eliminate or control all serious hazards (hazards that are causing or are likely to cause death or serious
physical harm) immediately.
▪ Use interim controls while you develop and implement longer-term solutions.
▪ Select controls according to a hierarchy that emphasizes engineering solutions (including elimination
or substitution) first, followed by safe work practices, administrative controls, and finally personal
protective equipment.
▪ Avoid selecting controls that may directly or indirectly introduce new hazards. Examples include exhausting
contaminated air into occupied work spaces or using hearing protection that makes it difficult to hear
backup alarms.
▪ Review and discuss control options with workers to ensure that controls are feasible and effective.
▪ Use a combination of control options when no single method fully protects workers.

Note: Whenever possible, select equipment, machinery, and materials that are inherently safer based on the
application of "Prevention through Design" (PtD) principles. Apply PtD when making your own facility, equipment,
or product design decisions. For more information, see the link to the NIOSH PtD initiative in Additional Resources.
Action item 3: Develop and update a hazard control plan
A hazard control plan describes how the selected controls will be implemented. An effective plan will address serious
hazards first. Interim controls may be necessary, but the overall goal is to ensure effective long-term control of
hazards. It is important to track progress toward completing the control plan and periodically (at least annually and
when conditions, processes or equipment change) verify that controls remain effective.
How to accomplish it
▪ List the hazards needing controls in order of priority.
▪ Assign responsibility for installing or implementing the controls to a specific person or persons with
the power or ability to implement the controls.
▪ Establish a target completion date.
▪ Plan how you will track progress toward completion.
▪ Plan how you will verify the effectiveness of controls after they are installed or implemented.

Action item 4: Select controls to protect workers during nonroutine operations and emergencies
The hazard control plan should include provisions to protect workers during nonroutine operations and foreseeable
emergencies. Depending on your workplace, these could include fires and explosions; chemical releases; hazardous
material spills; unplanned equipment shutdowns; infrequent maintenance activities; natural and weather disasters;
workplace violence; terrorist or criminal attacks; disease outbreaks (e.g., pandemic influenza); or medical
emergencies. Nonroutine tasks, or tasks workers don't normally do, should be approached with particular caution.
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Prior to initiating such work, review job hazard analyses and job safety analyses with any workers involved and notify
others about the nature of the work, work schedule, and any necessary precautions.
How to accomplish it
▪ Develop procedures to control hazards that may arise during nonroutine operations (e.g., removing
machine guarding during maintenance and repair).
▪ Develop or modify plans to control hazards that may arise in emergency situations.
▪ Procure any equipment needed to control emergency-related hazards.
▪ Assign responsibilities for implementing the emergency plan.
▪ Conduct emergency drills to ensure that procedures and equipment provide adequate protection
during emergency situations.

Note: Depending on your location, type of business, and materials stored or used on site, authorities including
local fire and emergency response departments, state agencies, the U.S. Environmental Protection Agency, the
Department of Homeland Security, and OSHA may have additional requirements for emergency plans. Ensure that your
procedures comply with these requirements.
Action item 5: Implement selected controls in the workplace
Once hazard prevention and control measures have been identified, they should be implemented according to the
hazard control plan.
How to accomplish it
▪ Implement hazard control measures according to the priorities established in the hazard control plan.
▪ When resources are limited, implement measures on a "worst-first" basis, according to the hazard
ranking priorities (risk) established during hazard identification and assessment. (Note, however, that
regardless of limited resources, employers have an obligation to protect workers from recognized,
serious hazards.)
▪ Promptly implement any measures that are easy and inexpensive—e.g., general housekeeping, removal of
obvious tripping hazards such as electrical cords, basic lighting—regardless of the level of hazard they
involve.
Action item 6: Follow up to confirm that controls are effective
To ensure that control measures are and remain effective, employers should track progress in implementing controls,
inspect and evaluate controls once they are installed, and follow routine preventive maintenance practices.
How to accomplish it
▪ Track progress and verify implementation by asking the following questions:
▪ Have all control measures been implemented according to the hazard control plan?
▪ Have engineering controls been properly installed and tested?
▪ Have workers been appropriately trained so that they understand the controls, including how
to operate engineering controls, safe work practices, and PPE use requirements?
▪ Are controls being used correctly and consistently?
▪ Conduct regular inspections (and industrial hygiene monitoring, if indicated) to confirm that
engineering controls are operating as designed.
▪ Evaluate control measures to determine if they are effective or need to be modified. Involve workers in
the evaluation of the controls. If controls are not effective, identify, select, and implement further
control measures that will provide adequate protection.
▪ Confirm that work practices, administrative controls, and personal protective equipment use policies
are being followed.
▪ Conduct routine preventive maintenance of equipment, facilities, and controls to help prevent incidents
due to equipment failure.

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 SELF – CHECK 7.1.1
OSH preventive and control requirement

Enumerate the ff:

1. To effectively control and prevent hazards, employers should?

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 ANSWER KEY 7.1.1
OSH preventive and control requirement

1.
• Involve workers, who often have the best understanding of the conditions that create hazards and
insights into how they can be controlled.
• Identify and evaluate options for controlling hazards, using a "hierarchy of controls."
• Use a hazard control plan to guide the selection and implementation of controls, and implement
controls according to the plan.
• Develop plans with measures to protect workers during emergencies and nonroutine activities.
• Evaluate the effectiveness of existing controls to determine whether they continue to provide protection,
or whether different controls may be more effective. Review new technologies for their potential to be
more protective, more reliable, or less costly.

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and Maintenance NC II Developed by: Sonny D. Peñano
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 Information sheet no. 7.1.2 Hierarchy of Controls

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• control the system for controlling risks in the workplace
• Help employers understand and use the hierarchy of control to eliminate or reduce risks
at work.

Hierarchy of Controls
Controlling exposures to hazards in the workplace is vital to protecting workers. The hierarchy of controls is a way
of determining which actions will best control exposures. The hierarchy of controls has five levels of actions to
reduce or remove hazards. The preferred order of action based on general effectiveness is:

1. Elimination
2. Substitution
3. Engineering controls
4. Administrative controls
5. Personal protective equipment (PPE)
Using this hierarchy can lower worker exposures and reduce risk of illness or injury.

Elimination
Elimination removes the hazard at the source. This could include changing the work process to stop using a toxic
chemical, heavy object, or sharp tool. It is the preferred solution to protect workers because no exposure can occur.

Substitution
Substitution is using a safer alternative to the source of the hazard. An example is using plant-based printing inks as a
substitute for solvent-based inks.

When considering a substitute, it’s important to compare the potential new risks of the substitute to the original
risks. This review should consider how the substitute will combine with other agents in the workplace. Effective
substitutes reduce the potential for harmful effects and do not create new risks.

Elimination and substitution can be the most difficult actions to adopt into an existing process. These methods
are best used at the design or development stage of a work process, place, or tool. At the development stage,
elimination and substitution may be the simplest and cheapest option. Another good opportunity to use elimination
and substitution is when selecting new equipment or procedures. Prevention through Design is an approach to
proactively include prevention when designing work equipment, tools, operations, and spaces.

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Engineering Controls
Engineering controls reduce or prevent hazards from coming into contact with workers. Engineering controls can
include modifying equipment or the workspace, using protective barriers, ventilation, and more. The
NIOSH Engineering Controls Database has examples of published engineering control research findings.

The most effective engineering controls:

• are part of the original equipment design

• remove or block the hazard at the source before it comes into contact with the worker
• prevent users from modifying or interfering with the control
• need minimal user input for the controls to work
• operate correctly without interfering with the work process or making the work process more difficult
Engineering controls can cost more upfront than administrative controls or PPE. However, long-term operating costs
tend to be lower, especially when protecting multiple workers. In addition, engineering controls can save money
in other areas of the work process or facility operation.

Administrative Controls
Administrative controls establish work practices that reduce the duration, frequency, or intensity of exposure to
hazards. This may include:

• work process training

• job rotation
• ensuring adequate rest breaks
• limiting access to hazardous areas or machinery
• adjusting line speeds
PPE
PPE is equipment worn to minimize exposure to hazards. Examples of PPE include gloves, safety glasses, hearing
protection, hard hats, and respirators. When employees use PPE, employers should implement a PPE program. While
elements of the PPE program depend on the work process and the identified PPE, the program should address:

• workplace hazards assessment

• PPE selection and use
• inspection and replacement of damaged or worn-out PPE
• employee training
• program monitoring for continued effectiveness
Employers should not rely on PPE alone to control hazards when other effective control options are available. PPE can
be effective, but only when workers use it correctly and consistently. PPE might seem to be less expensive than
other controls, but can be costly over time. This is especially true when used for multiple workers on a daily basis.

When other control methods are unable to reduce the hazardous exposure to safe levels, employers must provide
PPE. This includes:

• while other controls are under development

• when other controls cannot sufficiently reduce the hazardous exposure
• when PPE is the only control option available
Administrative controls and PPE require significant and ongoing effort by workers and their supervisors. They are
useful when employers are in the process of implementing other control methods from the hierarchy. Additionally,
administrative controls and PPE are often applied to existing processes where hazards are not well controlled.
Training and evaluation can help ensure selected controls are successful. Employers should correctly train workers and
supervisors on how to use controls. Workers and their supervisors should evaluate controls on a regular basis. Regular
evaluation can check whether controls are effective in reducing workers’ exposures and identify potential
improvements.

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Using the hierarchy of control

1. Eliminate the risk

The most effective control measure involves eliminating the hazard and its associated risk. The best way to eliminate a
hazard is to not introduce the hazard in the first place. For example, you can eliminate the risk of a fall from height
by doing the work at ground level.
Eliminating hazards can be cheaper and more practical at the design or planning stage of a product, process or
workplace. In these early stages, there is more scope to design to eliminate hazards or to include risk control
measures that are compatible with the requirements of the original design and function.
Employers can also eliminate hazards and risks by removing the hazard completely. For example, removing trip
hazards on the floor or disposing of unwanted chemicals eliminates the risks they create.
It may not be possible to eliminate a hazard if doing so means you are unable to make the end product or deliver
the service. If it is not possible to eliminate the hazard, then you must eliminate as many of the risks associated
with the hazard as possible.

2. Reduce the risk through substitution, isolation or engineering controls

If it is not reasonably practicable to eliminate the hazards and associated risks, minimise the risks by:

Substitution
Substitute the hazard with something safer. For example:

• use a scourer, mild detergent and hot water instead of caustic cleaners for cleaning
• use a cordless drill instead of an electric drill if the power cord is in danger of being cut
• use water-based paints instead of solvent-based paints

Isolation
Isolate the hazard. For example:
• use concrete barriers to separate pedestrians and employees from powered mobile plant
• use remote controls to operate machines
• install guard rails around holes

Engineering controls
An engineering control is a control measure that is physical in nature, including a mechanical device or process.
Examples of engineering controls include:
• mechanical devices such as trolleys or hoists to move heavy loads
• guards around moving parts of machinery
• pedestrian-sensing systems
• speed-governing mechanisms

3. Reduce the risk using administrative controls

Administrative controls are work methods or procedures designed to minimise exposure to a hazard. In most cases,
administrative controls use systems of work to control the risk. For example:
• developing procedures on how to operate machinery safely
• limiting exposure time to a hazardous task
• using signs to warn people of a hazard

4. Reduce the risk using personal protective equipment (PPE)

PPE refers to anything employees use or wear to minimise risks to their health and safety. PPE includes but is not
limited to the following:
• ear muffs and earplugs

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 • goggles
• respirators
• face masks
• hard hats
• safety harnesses
• gloves
• aprons
• high-visibility clothing
• protective eyewear
• body suits
• safety footwear
• sunscreen
PPE limits exposure to the harmful effects of a hazard but only if employees wear and use the PPE correctly.
Using administrative controls and PPE to reduce risks does not control the hazard at the source. Administrative
controls and PPE rely on human behaviour and supervision and, used on their own, tend to be least effective
in minimising risks.
Use administrative controls and PPE only:

• as last resorts when there are no other practical control measures available
• as an interim measure until introducing a more effective way of controlling the risk
• to increase the effectiveness of higher-level control measures

Choose the most effective controls

Consider various control options and choose the controls that most effectively eliminate the hazard or, if
elimination is not reasonably practicable, minimise the risk in the circumstances. Reducing the risk may involve a
single control measure or a combination of different controls that work together to provide the highest level of
reasonably practicable protection.
As an employer you must consult your employees and their health and safety representatives (HSRs), if there are any,
when deciding on risk controls.
Safe Work Australia has provided much of the information on this page. See more advice on the hierarchy of controls
from Safe Work Australia in Related information, below.

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 SELF – CHECK 7.1.2
Hierarchy of Controls
Enumerate the ff:

1. What is the hierarchy of control?

2. The 5 hierarchy of control structure

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 ANSWER KEY 7.1.2
Hierarchy of Controls

1.
The hierarchy of control is a system for controlling risks in the workplace. The hierarchy of control is a step-by-step
approach to eliminating or reducing risks and it ranks risk controls from the highest level of protection and reliability
through to the lowest and least reliable protection.
2.

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 Information sheet no. 7.1.4 General OSH principles

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify the hazard and risks identification and control

Principles of Occupational Safety & Health Course

Principles of Occupational Safety and Health (POSH) is an intensive four-day course covering 19 topics that
provide a solid understanding of fundamentals of workplace safety and health. The course focuses on best
practices for implementing and managing a safety program.
POSH is a great introduction for anyone new to safety responsibilities and an excellent review for experienced
safety practitioners.

Occupational safety and health (OSH) is generally defined as the science of the anticipation, recognition,
evaluation and control of hazards arising in or from the workplace that could impair the health and well-being of
workers, taking into account the possible impact on the surrounding communities and the general environment.
This domain is necessarily vast, encompassing a large number of disciplines and numerous workplace and
environmental hazards. A wide range of structures, skills, knowledge and analytical capacities are needed to
coordinate and implement all of the “building blocks” that make up national OSH systems so that protection is
extended to both workers and the environment.

You Will Learn:

• How to examine prior incidents to help you avoid mistakes and maximize the effectiveness of your
safety initiatives
• Record-keeping to prevent injuries and meet OSHA requirements
• How to develop and emergency action plan
• How to plan and conduct safety inspections
• The impact of industrial hygiene and HazCom standards on your safety plan

Date Developed: Document No.:

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 Information sheet no. 7.1.3 Hazard Prevention and Control

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify the hazard and risks identification and control

Hazards and Risks Identification and Control

Sound occupational health and safety policies are essential for employees, but they are also increasingly important for
your customers and other stakeholders. Occupational Health and Safety Management systems certification to OHSAS
18001 is a strong sign of a organization’s commitment to employees’ health and safety.
Many organizations implement an Occupational Health and Safety Management System (OHSMS) as a fundamental
part of their risk management strategy to address changing legislation and protect their workforce and other
persons working under their control.

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 Date Developed: Document No.:
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 Date Developed: Document No.:
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 Date Developed: Document No.:
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 SELF CHECK 7.1.3
Hazard Prevention and Control

1. What are the 5 Common hazards and risks in hotel and lodging establishment?

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 ANSWER KEY 7.1.3
Hazard Prevention and Control

1. Electrical hazards
2. Chemical hazards
3. Biological hazards
4. Physical hazards
5. Ergonomic hazards

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 Information sheet no. 7.1.4 General OSH principles

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify the hazard and risks identification

Why is workplace safety so important?

Creating a safe workspace is arguably the employer’s most important job. A safe place to work means employees have
little to no risk of developing an injury or illness while on the job. OSHA law also requires “employers to provide
their employees with working conditions that are free of known dangers.”

If you are running an unsafe operation, consequences can be serious, even deadly.

Not only is it the law to keep workers safe, but it is a moral responsibility. People that work within a facility or at a
worksite have families, friends, and lives outside of being employed. Their safety and health should never be
comprised for a paycheck. For that reason, it is critical to make safety a top priority and ensure all workers are
returning home safely every day.

Principles of Occupational Safety and Health (POSH) is an intensive four-day course covering 19 topics that
provide a solid understanding of fundamentals of workplace safety and health. The course focuses on best
practices for implementing and managing a safety program.

POSH is a great introduction for anyone new to safety responsibilities and an excellent review for experienced
safety practitioners.

You Will Learn:

• How to examine prior incidents to help you avoid mistakes and maximize the effectiveness of your
safety initiatives
• Record-keeping to prevent injuries and meet OSHA requirements
• How to develop and emergency action plan
• How to plan and conduct safety inspections
• The impact of industrial hygiene and HazCom standards on your safety plan

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Who Benefits from POSH

• Loss control managers

• Safety and health managers, coordinators, specialists and other full- • Human resource managers
time safety practitioners • Anyone else with safety and
• Safety committee members health responsibilities in an
• Operations managers organization

Principles
The principle of Occupational Health and Safety is that employers must provide a safe and healthy environment for
their employees.
Some of the ways in which they ensure that this done is to provide:

• Fire Extinguishers
• Fire Alarms
• Smoke detectors
• Non-Skid mats on slippery surfaces
• Appropriate Safety signs
• Door Chains
• Electronic locks
• Health Safety and Security procedures
Responsibilities
The responsibility for OH&S rests both with the employer, the employee and also with visitors and clients.
Employers : The primary responsibility for the promotion, maintenance and dissemination of OH&S information
rest with management of the organization.
Employees : Employees also have the responsibility of ensuring that they protect themselves and others from harm
by carrying their work according to the safe work practices, wearing protective equipment’s provided, and using all
plant, tools, materials and equipment in the manner for which they are intended to be used.
All employees should know their rights and ensure that they are protected at work.
All organization should have a health and safety monitor from among their employees.

Responsibilities (cont’d)
All employees should know Designated first aid and safety monitors and how to contact them.

Location of the first aid kit

Location of the fire extinguisher
Location of accident report book
How to raise an alarm
Person(s) to who hazards are reported

Visitors and Clients - Visitors and clients also have the responsibility of complying with the organization’s OH&S
policies, procedures and programs and to observe safety directions on health and safety from designated officers.

FOLLOW HEALTH, SAFETY AND SECURITY PROCEDURES

Health, safety and security procedures are those measures that specifically relate to maintaining health, safety and
security in the workplace. These procedures include but are not limited to:
OH&S training and education to all employees
Workplace environment and safety.
Use and maintenance of tools and equipments.
Handling and disposal of materials
Protective clothing and equipments
Removal of obstacles
Personal grooming and hygiene
Response to emergency, fire and accident.
Security of documents, personnel and equipment

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An information technology environment has its own unique set of health, safety and security procedures to follow.
For example, there are:
Health - guidelines for using the computer:
Ergonomic principles to avoid eye, wrist and back strain.
Procedures and exercises to prevent strain and injury.
Correct posture for sitting at workstation.
Minimizing electromagnetic radiation.

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 SELF CHECK 7.1.4
General OSH principles

1. The principle of Occupational Health and Safety ?

Date Developed: Document No.:

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 ANSWER KEY 7.1.4
General OSH principles

1. The principle of Occupational Health and Safety is that employers must provide a safe and healthy
environment for their employees.
Some of the ways in which they ensure that this done is to
provide: Fire Extinguishers
Fire Alarms
Smoke detectors
Non-Skid mats on slippery surfaces
Appropriate Safety signs
Door Chains
Electronic locks
Health Safety and Security procedures

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 Information sheet no. 7.1.5 Work standards and procedures

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• identify the best way of performing a particular task
• follow work standard and procedures

Standard Work Procedures

One of the first steps in improving any manufacturing operation is identifying the best way of performing a particular
task, then developing a standard work procedure for everyone to follow. A standard work procedure is the result of
organizing tasks in the best sequence of steps to make the best use of people, equipment, tooling and materials

One of the first steps in improving any manufacturing operation is identifying the best way of performing a
particular task, then developing a standard work procedure for everyone to follow. A standard work procedure is
the result of organizing tasks in the best sequence of steps to make the best use of people, equipment, tooling
and materials. It’s not that we want to turn every worker into a robot, but we do want everyone to follow
recognized best practices. Sometimes the best practice is a moving target (what is best today may not be so
tomorrow), so companies must understand the importance of continuous improvement and make this an integral
part of operating the business.

So why is it so important to have standard work procedures? Consider the following.

• A standard work procedure is the best way to ensure performance consistency. A documented standard
increases the likelihood that results will be consistent, which is critical to achieving a high quality product.
The standard serves as a road map. If we don’t have the road map, how do we know how to get where
we are going?
• Standardized work procedures make continuous improvement possible. If everyone does things a
different way, how can we ever expect to improve a process? A standard conveys the expectation
that everyone works the same way.
• Standards do not have to be permanent. If someone discovers a better way, that can then become the
new standard. Standards allow us to measure performance fairly. When people work the same way,
performance expectations can be established. We can establish a fair output rate and judge everyone
by that rate. Without standard work procedures, we could not establish legitimate expectations, and
managing the workforce would be difficult.
• Standardized work increases the likelihood that all activities will be carried out in a safe manner.
Effective standards focus on safety, and unsafe practices are formally eliminated from the process.
• Standardized work procedures are essential when training new employees. It is challenging enough for
a new employee to learn a job. The process is made even more difficult if the new employee is shown
different techniques by different employees.

When trying to standardize a work procedure, we need to observe the process and work with the people actually
doing the job. It is important to ask a lot of questions so we can understand the reasons (or perceived reasons)
people are doing things the way they are. This understanding is paramount in getting workers to play an active role
in establishing the best work procedures and, ultimately, the most effective standards.

As we observe the process, we must identify those activities that do not add value. These are the activities we
must try to eliminate, reduce or improve in order to establish the best process. Non-value added activities such as
leaving the work area to get parts or tools, bending or reaching for needed items, waiting for something to happen
before work can begin, reading and filling out reams of paper, carrying things to other areas for processing,
performing the same task more than once, and doing more than is necessary to achieve part functionality are
clear targets to be addressed. Also, we need to look at activities that may appear to be necessary but are no
longer required. Keep in mind that we can all fall into the trap of doing things because we have always done them.

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When we have reduced the number of non-value-added processes to the most practical level, then we should look
at improving the value-added activities. However, there may not be as much bang for the buck in this effort.
Traditionally, we have focused our improvement efforts on value-added activities such as machining cycles and
assembly techniques and have done well in these areas. Although anything can be improved, sometimes the time
and capital required to achieve meaningful improvement is not justifiable.

Once we have what we believe is the best process in place, then we must look to develop a standard work
procedure. This means that everyone involved in the process must buy in to the procedure. If these people have
been involved along the way and have had an opportunity to voice opinions and offer ideas, this buy-in should be
almost automatic. Once we adopt the standard work procedure, we must document it in some manner and
periodically follow up to ensure that the standard is being followed.

Think about some of your manufacturing processes. Does everyone perform a certain task the same way, or
is there room for interpretation (and therefore error)? If standard work procedures are not currently in place,
establish a plan, and get the ball rolling.

What Is a Standard Operating Procedure (SOP)?

Let’s begin by defining the subject of this post.

Standard operating procedures (SOPs) are the documented processes that a company has in place to ensure services

and/or products are delivered consistently every time while meeting minimum quality standards. In practical terms,

most SOPs are written as a step-by-step series of operating instructions that can show employees what they need to

do to accomplish a given task. SOPs are designed to ensure an efficient, quality output on a consistent basis,

regardless of who follows them.

Divestopedia
Put simply, SOPs are step-by-step documentation of work-related tasks. Well-done standard operating procedures
remove the guesswork necessary to complete assignments.

With SOPs in hand, employees no longer waste valuable time thinking about what they should do, how they should
do it, and which tools they need. Furthermore, SOPs ensure specific tasks are completed in the same manner
each time, thus delivering the same output every time.
Benefits of SOPs
Small business owners may believe that standard operating procedures only benefit large corporations. However,
standardized quality control is vital to companies of all sizes. Small business owners can set themselves up for success
by developing clear SOPs from day one.
In fact, SOPs can help streamline business processes, improve employee safety, maximize efficiencies, and minimize
waste. Without appropriate procedures in place, companies risk employees performing tasks their own way,
potentially compromising safety. Also, they are vital to avoiding unplanned shutdowns caused by inexperienced
employees. In addition, successfully completed SOPS:
• Prove compliance with organizational and regulatory requirements.
• Reduce miscommunication between employees.
• Detail vital safety instructions and standards.
• Provide checklists for auditing the effectiveness of maintenance plans.
• Streamline workflows and improve efficiencies by minimizing errors.
• Eliminate unproductive steps that slow production.
• Serve as a reference to reconstruct operational systems in new settings.
• Improve quality, credibility, and legal defensibility of outputs.
• Track and measure organizational proficiency.
• Streamline onboarding and training of new employees.
• Boost accountability across organizational lines.

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5 Elements of SOPs

SOPs should contain some form of the following five elements:

• Purpose: The SOP should define the purpose of the work and clearly outline its objectives. Describe
the problems the SOP will solve, who the SOP is for, and where and how it will be used.
• Procedures: Not only does an SOP defines tasks, but also provides guidelines for how to complete
tasks. Procedures include all of the necessary steps an employee must take in an easily understood format.
• Scope: The scope defines the use and applicability of the SOP.
• Responsibilities: The SOP should outline who performs the tasks and who to contact if problems arise.
Also, It should outline the person responsible for its implementation, review, and updates.
• Accountability Measures: SOPs are intended to improve accountability. Outlining the responsibilities of
each person within an organization ensures accountability for assigned projects.

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 SELF CHECK 7.1.5
Work standards and procedures

1. Benefits of SOPs ?
2. 5 Elements of SOPs

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 ANSWER KEY 7.1.5
Work standards and procedures

1.
• Prove compliance with organizational and regulatory requirements.
• Reduce miscommunication between employees.
• Detail vital safety instructions and standards.
• Provide checklists for auditing the effectiveness of maintenance plans.
• Streamline workflows and improve efficiencies by minimizing errors.
• Eliminate unproductive steps that slow production.
• Serve as a reference to reconstruct operational systems in new settings.
• Improve quality, credibility, and legal defensibility of outputs.
• Track and measure organizational proficiency.
• Streamline on boarding and training of new employees.
• Boost accountability across organizational lines.

2.

• Purpose:
• Procedures:
• Scope:
• Responsibilities:
• Accountability Measures:

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 Information sheet no. 7.1.6 Safe handling procedures of tools, equipment and materials

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify the hazard and risks identification

Safety Measures while Handling Tools yourself

Making your own stuff and indulging in DIYs can be great fun until there is scope for getting hurt. When dealing
with tools there are possibilities of getting injured if you don’t take proper safety measures while using them or even
while storing them.
Before using your tools or starting up any new projects you must ensure you have the right sort of equipment in
the right environment and have taken care of all possible ways to tackle hazards. Here is a list of things you
must tick off before handling any tools at home:

Safe handling of tools

Workers should be trained on safe procedures for working with tools. However, safe practices when carrying or
storing those tools may not be thoroughly covered. Tools can pose a safety risk when they are misplaced or
improperly handled by workers. The National Safety Council offers the following tips for safe handling of tools when
they are not in use:
• Workers should never carry tools up or down a ladder in a way that inhibits grip. Ideally, tools should
be hoisted up and down using a bucket or strong bag, rather than being carried by the worker.
• Tools should always be carefully handed from one employee to another – never tossed. Pointed tools
should be passed either in their carrier or with the handles toward the receiver.
• Workers carrying large tools or equipment on their shoulders should pay close attention to clearances
when turning and maneuvering around the workplace.
• Pointed tools such as chisels and screwdrivers should never be carried in a worker’s pocket. Acceptable ways
to carry them include in a toolbox, pointed down in a tool belt or pocket tool pouch, or in the hand with the
tip always held away from the body.
• Tools should always be put away when not in use. Leaving tools lying around on an elevated structure such
as a scaffold poses a significant risk to workers below. This risk increases in areas with heavy vibration.

Sharp Tools Must Be Covered

It’s no secret that sharp tools can call for disaster if mishandled. When storing or carrying these tools, make
sure to cover them in a sheath or holsters to avoid unwanted accidents like getting your hand cut.

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Wearing the Right Shoes
Just like covering sharp tools, you must wear the right shoes while using tools like hammers or any other sharp tools.
There is a chance of you dropping the hammer and it landing on your feet while fixing or building something.

Scan Your Surrounding

Depending on the kind of DIY project you’re making, you must select an area for the same. It is preferred you work
in a spacious and empty working space rather than a crowded space. This can give you the freedom to move and to
keep your tools. If you’re not working on something big and are fixing up a few things, it’s still important to gauge
your
environment, for example, you don’t want to be using or leaving tools out with kids around.

Gloves & Protective Gear

Protective gear such as gloves, aprons, and glasses can help to reduce the number of injuries that can be caused while
using tools. They protect essential parts of your body especially the eyes which are delicate and can be caused serious
harm if not protected.

Holding Nails the Right Way

Holding nails while hammering them in can be tricky. If you’re already experienced with nails then make sure you
hold the nail with your thumb and index finger and hit carefully. If you’re rather new to this then you can opt for
holding the nail in place with a plier so as to reduce the risk of hammering your fingers!
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Throw Away Old Tools
When tools get worn out, they can be brittle and break easily. Avoid using tools with rust, cracked handles or
surfaces to reduce the risk of mishaps. This is because while using them they may break and hurt you or damage
the materials you are working with.

Make Sure You Wash Your Hands

While using tools, make sure you wash your hands and dry them well to avoid tools from slipping out of your hands.
If you have oily, greasy or wet hands, wiping them would be a better option before handling any tools.
Working with tools is fun and making your own stuff is even better but while you’re having fun, don’t forget these
essential things to avoid accidents!

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 SELF CHECK 7.1.6
Safe handling procedures of tools, equipment and materials

1. Here is a list of things you must tick off before handling any tools at home

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 ANSWER KEY 7.1.6
Safe handling procedures of tools, equipment and materials

1. Sharp Tools Must Be Covered

2. Wearing the Right Shoes
3. Scan Your Surrounding
4. Gloves & Protective Gear
5. Holding Nails the Right Way
6. Throw Away Old Tools
7. Make Sure You Wash Your Hands

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 Information sheet no. 7.1.7 Standard emergency plan and procedures in the workplace

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify the hazard and risks identification

6 Steps to Creating an Effective Emergency Response Plan

As every emergency management professional will tell you, the best time to prepare for an emergency is well
before it occurs. If a hurricane or other severe weather hits, you won’t have time to create an evacuation plan on
the spot;
you’ll be too busy focusing on immediate hazards. And if your building has a power outage, it’s probably too late to go
searching for generators.

Taking a proactive approach to emergency planning helps you ensure the best possible outcomes for your people and
business, and it allows you to think holistically about the situation, accounting for a multitude of variables. This
approach boils down to a holistic emergency response plan for all the threats your business might face.

While we can’t necessarily predict when critical events will happen, emergencies are a reality for every business—so
you need to be ready. We’ll explore what an emergency response plan is and highlight six steps every
organization should take to ensure they’re prepared for any emergency or business interruption that may arise.

What Is an Emergency Response Plan?

An emergency response plan is a document that lays out the series of steps your organization will take during a
critical event, such as a fire or active shooter threat, to ensure employees’ safety and minimize the impact on
critical operations.

Emergency response plans—just like other emergency management planning documents—are meant to help
organizations address various types of emergencies, such as hurricanes, wildfires, winter weather, chemical spills,
disease outbreaks, and other hazards. The goal is to reduce or prevent human injury and property damage during
critical events. The planning phase involves documenting the steps your organization will take in each of
these emergencies to ensure a timely response tailored to each scenario.

These plans also take the guesswork out of roles and responsibilities by specifying which staff members should be part
of the response team and which first responders should be contacted.

You can create your own emergency response plan from scratch or use a pre-built template, like ours, to make
the process easier.

As every emergency management professional will tell you, the best time to prepare for an emergency is well
before it occurs. If a hurricane or other severe weather hits, you won’t have time to create an evacuation plan on
the spot;
you’ll be too busy focusing on immediate hazards. And if your building has a power outage, it’s probably too late to go
searching for generators.

Taking a proactive approach to emergency planning helps you ensure the best possible outcomes for your people and
business, and it allows you to think holistically about the situation, accounting for a multitude of variables. This
approach boils down to a holistic emergency response plan for all the threats your business might face.

While we can’t necessarily predict when critical events will happen, emergencies are a reality for every business—so
you need to be ready. We’ll explore what an emergency response plan is and highlight six steps every
organization should take to ensure they’re prepared for any emergency or business interruption that may arise.

Date Developed: Document No.:

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What Is an Emergency Response Plan?

An emergency response plan is a document that lays out the series of steps your organization will take during a
critical event, such as a fire or active shooter threat, to ensure employees’ safety and minimize the impact on
critical operations.
Emergency response plans—just like other emergency management planning documents—are meant to help
organizations address various types of emergencies, such as hurricanes, wildfires, winter weather, chemical spills,
disease outbreaks, and other hazards. The goal is to reduce or prevent human injury and property damage during
critical events. The planning phase involves documenting the steps your organization will take in each of
these emergencies to ensure a timely response tailored to each scenario.
These plans also take the guesswork out of roles and responsibilities by specifying which staff members should be part
of the response team and which first responders should be contacted.

You can create your own emergency response plan from scratch or use a pre-built template, like ours, to make
the process easier.

The best emergency response plans include a list of individuals to contact (and their contact information), evacuation
Why use an emergency response plan template?
routes, how to act during an emergency, how to mitigate risk to your people and facilities, and detailed
communication procedures to follow during and after a specific emergency occurs.
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create a plan that accounts for life-saving actions, such as consistent response procedures that you can
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information for your response team and first responders.
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• Complete lockdown in case of an active shooter situation
Now that you’re up to speed on why your organization needs a plan and what it should cover, let’s examine how to
create an effective emergency response plan for your business.

How to Conduct Emergency Response Planning

Each organization is unique, so you may find that additional measures are warranted to protect your business from
possible hazards—beyond the examples listed. However, by completing these steps, you will be well on your way to
ensuring your team knows what is expected of them and when.

Step #1: Perform a threat assessment

The first step to creating an emergency response plan is to conduct a comprehensive threat assessment to identify
the types of events that may affect your organization and analyze their likelihood and potential impact. Specific
threats vary by location, sector, and company, and your mitigation strategies will vary depending on the scenario.
You may need to plan for the following types of events:
• Natural disasters — Hurricanes, tornadoes, earthquakes, wildfires, etc.
• Severe weather — Winter storms, high winds, extreme heat waves, floods, etc.
• Pandemics and infectious diseases — COVID-19, influenza, etc.
• Facility emergencies — Structure fires, hazardous leaks or spills, etc.
• Acts of workplace violence — Active shooters, bomb threats, terrorist attacks, etc.

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 • Civil disturbances — Protests, demonstrations, riots, strikes, etc.
Even when lives may not be immediately at stake during a crisis, timely communication is just as important. Other
events that require a planned response for the success of the business and safety of your team may include:

• IT events — Unplanned outages, planned downtime or maintenance, system testing, cyberattacks or security
breaches, help desk escalations, etc.
• Operational events — Logistics coordination, power outages, equipment malfunctions, office closures, travel
advisories, safety alerts, shift and overtime scheduling, etc.
• Corporate/crisis communication events — Product recalls, negative publicity, layoffs, major company
news, etc.
Using the all-hazards approach to your risk assessment is a great way to ensure you are covering all your bases, able to
prepare for any kind of threat.

Step #2: Document contact information

In the event of an emergency that could cause physical harm to your employees, the first call you should make is to
your local emergency responders. Aside from 9-1-1, you need to have numbers for emergency medical services (EMS),
the fire department, healthcare providers/insurance agents, and local law enforcement/police department readily
available.

Additionally, make sure you have emergency contact information documented for every employee in case someone
goes unaccounted for or gets injured during the emergency.

Step #3: Assign roles and responsibilities

When an emergency occurs, employees will look to their leaders for reassurance and guidance. These leaders should
be in charge of activating your emergency response plan, answering important questions, and ordering an evacuation
if needed. When assigning roles, there are important considerations to acknowledge. You need to make sure
your response team is present, reliable, and able to react quickly in the face of an emergency.

Emergency Planning

Why have an emergency plan?

A definite plan to deal with major emergencies is an important element of occupational health and safety (OHS)
programs.

Besides the major benefit of providing guidance during an emergency, developing the plan has other advantages.
You may discover unrecognized hazardous conditions that would aggravate an emergency situation and you can
work to eliminate them. The planning process may bring to light deficiencies, such as the lack of resources (equipment,
trained personnel, supplies), or items that can be corrected before an emergency occurs. In addition, an emergency
plan promotes safety awareness and shows the organization's commitment to the safety of workers.

The lack of an emergency plan could lead to severe losses such as multiple casualties and possible financial collapse of
the organization.

Since emergencies will occur, preplanning is necessary. An urgent need for rapid decisions, shortage of time, and lack
of resources and trained personnel can lead to chaos during an emergency. Time and circumstances in an emergency
mean that normal channels of authority and communication cannot be relied upon to function routinely. The stress
of the situation can lead to poor judgment resulting in severe losses. A well thought out, well organized emergency
response plan will help to eliminate these issues.

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What are the legal requirements for having an emergency response plan?

The specific legislative requirements vary depending on the jurisdiction the workplace is covered under, as well as
the type and characteristics of the workplace.

Occupational health and safety legislation often outlines the general requirements for preparing and responding to
emergencies. Where the legislation does not specifically address emergency planning, the general duty clause would
apply, which requires employers to take all reasonable precautions, under the particular circumstances, to prevent
injuries or incidents in the workplace.

Provincial, territorial, or federal fire codes will outline requirements related to fire protection, including the need for a
fire safety plan.

What is the overall objective of the emergency plan?

An emergency plan specifies procedures for handling sudden or unexpected situations. The objective is to be prepared
to:

• Prevent fatalities and injuries.

• Reduce damage to buildings, stock, and equipment.
• Protect the environment and the community.
• Accelerate the resumption of normal operations.
Development of the plan begins with a vulnerability assessment. The results of the study will show:

• How likely a situation is to occur.

• What means are available to stop or prevent the situation.
• What is necessary for a given situation.
From this analysis, appropriate emergency procedures can be established.

At the planning stage, it is important that the relevant individuals or groups be asked to participate. Members of the
team can include:

• employees with knowledge of the work

• supervisor of the area or work
• safety officer
• health and safety committee
• union representative, if applicable
• employees with experience in investigations
• "outside" experts
• representative from local government, police, fire, or ambulance
Where appropriate other organizations should also be consulted, especially when your organization's plan involves
relying on or using outside resources as part of the response, such as fire, police, or ambulance. In some situations,
one organization may develop shared response teams with neighbouring organizations.

In all situations, communication, training and periodic drills will help make sure the plan is executed well.

Note: In some cases, other authorities may have jurisdiction, such as if a serious injury or fatality occurred. Your
organization should establish, implement, and maintain a procedure to coordinate managing incidents with the
authority having jurisdiction (e.g., police, OH&S inspectors, etc.). This coordination may include the authority taking
control of the incident scene.

What is a vulnerability assessment?

Although emergencies by definition are sudden events, their occurrence can be predicted with some degree of
certainty. The first step is to identify which hazards pose a threat to your organization.

Since major emergencies are rare events, records of past incidents and occupational experience are not the only
source of valuable information. Knowledge of technological (chemical or physical), natural hazards or climate related
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emergencies can be broadened by consulting with similar organizations, fire departments, insurance companies,
engineering consultants, and government departments.

What are examples of technological and natural hazards?

Examples of technological hazards are:

• Fire.
• Explosion.
• Building collapse.
• Major structural failure.
• Spills.
• Unintentional release of products.
• Deliberate release of products (e.g., hazardous biological agents, or toxic chemicals).
• Other terrorist activities.
• Exposure to ionizing radiation.
• Loss of electrical power.
• Loss of water supply.
• Loss of communications.
Areas where flammables, explosives, or chemicals are used or stored should be considered as the most likely place for
a technological hazard emergency to occur.

The risk from natural hazards is not the same across Canada but the list would include:

• Floods .
• Earthquakes.
• Tornadoes.
• Severe wind storms .
• Snow or ice storms.
• Severe extremes in temperature (cold or hot ).
• Pandemic diseases like influenza or coronavirus.
The possibility of one event triggering others must be considered. An explosion may start a fire and cause structural
failure while an earthquake might initiate many of the technological events listed above.

What is the series of events or decisions that should be considered?

Having identified the hazards, the possible major impacts of each should be itemized, such as:

• Sequential events (for example, a fire after an explosion).

• Evacuation.
• Casualties.
• Damage to plant infrastructure.
• Loss of vital records/documents.
• Damage to equipment.
• Disruption of work.
Based on these events, the required actions are determined. For example:

• Declare emergency.
• Sound the alert.
• Evacuate danger zone.
• Close main shutoffs.
• Call for external aid.
• Initiate rescue operations.
• Attend to casualties.
• Fight fire.

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Also consider what resources are required and their location, such as:

• Medical supplies.
• Auxiliary communication equipment.
• Power generators.
• Respirators.
• Chemical and radiation detection equipment.
• Mobile equipment.
• Emergency protective clothing.
• Fire fighting equipment.
• Ambulance.
• Rescue equipment.
• Trained personnel.

What are the elements of the emergency plan?

The emergency plan includes:

• All possible emergencies, consequences, required actions, written procedures, and the resources available.
• Detailed lists of emergency response personnel including their cell phone numbers, alternate contact
details, and their duties and responsibilities.
• Floor plans.
• Large scale maps showing evacuation routes and service conduits (such as gas and water lines).
Since a sizable document will likely result, the plan should provide staff members with separate written instructions
about their particular emergency response duties.

The following are examples of the parts of an emergency plan. These elements may not cover every situation in every
workplace but serve as a general guideline when writing a workplace specific plan:

Objective

The objective is a brief summary of the purpose of the plan; that is, to reduce human injury and damage to property
and environment in an emergency. It also specifies those staff members who may put the plan into action. The
objective identifies clearly who these staff members are since the normal chain of command cannot always be
available on short notice. At least one of them must be on the site at all times when the premises are occupied. The
extent of authority of these personnel must be clearly indicated.

Organization

One individual should be appointed and trained to act as Emergency Co-ordinator as well as a "back-up" co-ordinator.
However, personnel on site during an emergency are key in ensuring that prompt and efficient action is taken to
minimize loss. In some cases it may be possible to recall off-duty employees to help, but the critical initial decisions
usually must be made immediately.

Specific duties, responsibilities, authority, and resources must be clearly defined. Among the responsibilities that must
be assigned are:

• Reporting the emergency.

• Activating the emergency plan.
• Assuming overall command.
• Establishing communication.
• Providing medical or first aid.
• Alerting staff.
• Ordering response, including evacuation.
• Ensuring emergency shut offs are closed.

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 • Alerting external agencies, as necessary.
• Confirming evacuation is complete.
• Alerting outside population of possible risk, as necessary.
• Requesting external aid.
• Coordinating activities of various groups.
• Advising relatives of casualties.
• Sounding the all-clear.
• Advising media.
This list of responsibilities should be completed using the previously developed summary of responses for each
emergency situation. Sufficient alternates for each responsible position must be named to ensure that someone
with authority is available onsite at all times.

External organizations that may be available to assist (with varying response times) include:

• Fire departments.
• Mobile rescue squads.
• Ambulance services.
• Police departments.
• Telephone companies.
• Hospitals.
• Utility companies.
• Industrial neighbours.
• Government agencies.
These organizations should be contacted in the planning stages to discuss each of their roles during an emergency.
Mutual aid with other industrial facilities in the area should be explored.

Pre-planned coordination is necessary to avoid conflicting responsibilities. For example, the police, fire
department, ambulance service, rescue squad, company fire brigade, and the first aid team may be on the scene
simultaneously. A pre-determined chain of command in such a situation is required to avoid organizational
difficulties. Under certain circumstances, an outside agency may assume command.

Possible problems in communication have been mentioned in several contexts. Efforts should be made to seek
alternate means of communication during an emergency, especially between key personnel such as overall
commander, on-scene commander, engineering, fire brigade, medical, rescue, and outside agencies. Depending on
the size of the organization and physical layout of the premises, it may be advisable to plan for an emergency
control centre with alternate communication facilities. All personnel with alerting or reporting responsibilities must
be provided with a current list of cell phone numbers and addresses of those people they may have to contact.

Procedures

Many factors determine what procedures are needed in an emergency, such as:

• Nature of emergency.
• Degree of emergency.
• Size of organization.
• Capabilities of the organization in an emergency situation.
• Immediacy of outside aid.
• Physical layout of the premises.
Common elements to be considered in all emergencies include pre-emergency preparation and provisions for alerting
and evacuating staff, handling casualties, and for containing the hazards.

Natural hazards, such as floods or severe storms, often can be predicted at least with some advance notice. The plan
should take advantage of such warnings with, for example, instructions on sand bagging, moving equipment to
needed locations, providing alternate sources of power, light or water, extra equipment, and relocation of personnel
with special skills. Phased states of alert allow such measures to be initiated in an orderly manner.

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The evacuation order is of greatest importance in alerting staff. To avoid confusion, only one type of signal should
be used for the evacuation order. Commonly used for this purpose are sirens, fire bells, whistles, flashing lights,
paging system announcements, or word-of-mouth in noisy environments. The all-clear signal is less important
since time is not such an urgent concern.

The following are "musts":

• Identify evacuation routes, alternate means of escape, make these known to all staff. Keep the
routes unobstructed.
• Specify safe locations for staff to gather for head counts to ensure that everyone has left the danger
zone. Assign individuals to assist employees who may need help evacuating quickly.
• Carry out treatment of the injured and search for the missing simultaneously with efforts to contain
the emergency.
• Provide alternate sources of medical aid when normal facilities may be in the danger zone.
• Ensure the safety of all staff (and the general public) first, then deal with the fire or other situation.

Testing and Revision

Completing a comprehensive plan for handling emergencies is a major step toward preventing disasters. However, it is
difficult to predict all of the problems that may happen unless the plan is tested. Exercises and drills may be
conducted to practice all or critical portions (such as evacuation) of the plan. A thorough and immediate review
after each exercise, drill, or after an actual emergency will point out areas that require improvement. Knowledge of
individual responsibilities can be evaluated through paper tests or interviews.

The plan should be revised when shortcomings have become known, and should be reviewed at least annually.
Changes in plant infrastructure, processes, materials used, and key personnel are occasions for updating the plan.

It should be stressed that provision must be made for the training of both individuals and teams, if they are
expected to perform adequately in an emergency. An annual full-scale exercise will help in maintaining a high level
of proficiency.

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 SELF CHECK 7.1.7
Standard emergency plan and procedures in the workplace

1. What are the elements of the emergency plan?

2. Why have an emergency plan?

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 ANSWER KEY 7.1.7
Standard emergency plan and procedures in the workplace

The emergency plan includes:

• All possible emergencies, consequences, required actions, written procedures, and the resources available.
• Detailed lists of emergency response personnel including their cell phone numbers, alternate contact
details, and their duties and responsibilities.
• Floor plans.
• Large scale maps showing evacuation routes and service conduits (such as gas and water lines).

2.

A definite plan to deal with major emergencies is an important element of occupational health and safety (OHS)
programs.

Besides the major benefit of providing guidance during an emergency, developing the plan has other advantages.
You may discover unrecognized hazardous conditions that would aggravate an emergency situation and you can
work to eliminate them. The planning process may bring to light deficiencies, such as the lack of resources (equipment,
trained personnel, supplies), or items that can be corrected before an emergency occurs. In addition, an emergency
plan promotes safety awareness and shows the organization's commitment to the safety of workers.

The lack of an emergency plan could lead to severe losses such as multiple casualties and possible financial collapse of
the organization.

Since emergencies will occur, preplanning is necessary. An urgent need for rapid decisions, shortage of time, and lack
of resources and trained personnel can lead to chaos during an emergency. Time and circumstances in an emergency
mean that normal channels of authority and communication cannot be relied upon to function routinely. The stress
of the situation can lead to poor judgment resulting in severe losses. A well thought out, well organized emergency
response plan will help to eliminate these issues.

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 Information sheet no. 7.1.8 Resources necessary to execute hierarchy of controls

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify the different resources used to control hazard

What is the hierarchy of controls?

The hierarchy of controls is a step-by-step approach to eliminating or reducing workplace hazards. It ranks controls
from the most effective level of protection to the least effective level of protection. When choosing a control
method, start from the top of the inverted pyramid. Assess the feasibility of the first layer of controls (elimination)
before moving onto the second layer (substitution). Continue this process until you reach of the bottom of the
pyramid and have identified as many controls as needed to that will adequately protect the worker from the hazard.

The hierarchy of controls is shown in the graphic below.

Figure 1: Hierarchy of Control

Some sources may use a variation of this hierarchy of controls. For example, the CSA Standard 1002-12 (R2022):
Occupational health and safety – Hazard identification and elimination and risk assessment and control includes a
layer called "systems that increase awareness of potential hazards". For example, visual or audible alarms or warning
signs. This systems layer is placed in between engineering controls and administrative controls.

Regardless of the number of layers included, the hierarchy should be considered in the order presented (it is always
best to try to eliminate the hazard first, etc.).

What is meant by elimination?

Elimination is the process of removing the hazard from the workplace. It is the most effective way to control a risk
because the hazard is no longer present. It is the preferred way to control a hazard and should be used whenever
possible.

Examples of elimination control methods include:

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 • Purchasing equipment that is not noisy
• Using a reach pole, where feasible, for window washing to eliminate working from heights
• Removing and properly disposing of products that are stored in the workplace and are no longer being used
• Avoiding driving during extreme winter weather conditions

What is substitution?

If eliminating a hazard is not possible, substitution is the next control method that should be considered.

Substitution is act of replacing something with another thing… in this case, a hazard is replaced with a less
hazardous one. The hazards and risks associated with an alternative must be thoroughly assessed to determine if
it is an appropriate replacement. Care must be taken to make sure that the new hazard is actually lower, and that
one hazard is not being replaced with another that is just as harmful or more harmful.

Examples of substitution controls include:

• Replacing solvent-based paints with a water-based alternative

• Using a larger granule form of a product instead of a fine powder to reduce dust generation
• Using electric motors rather than diesel ones to eliminate diesel exhaust emissions
Substitution is often used when workers are exposed to hazardous products. Table 1 below provides some examples:

Table 1: Sample Chemical Substitutions

Instead Of: Consider:

carbon tetrachloride (causes liver damage, cancer) 1,1,1-trichloroethane, dichloromethane

benzene (causes cancer) toluene, cyclohexane, ketones

pesticides (causes various effects on body) "natural" pesticides such as pyrethrins

organic solvents (causes various effects on body) water-detergent solutions

leaded glazes, paints, pigments (causes various effects on body) versions that do not contain lead

sandstone grinding wheels (causes severe respiratory illness due to synthetic grinding wheels such as aluminium
silica) oxide

Remember, however, that you need to make sure the substitute product will not cause any harmful effects, and to
control and monitor exposures to make sure that the replacement product is below occupational exposure limits.

Another type of substitution includes using the same chemical but to use it in a different form. For example, a dry,
dusty powder may be a significant inhalation hazard but if this material can be purchased and used as pellets or
crystals, there may be less dust in the air and therefore less exposure.

Figure 2

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See the OSH Answers document Substitution of Chemicals: Considerations for Selection for more information.

What are examples of engineering controls methods?

Engineering controls are methods that will remove the hazard at the source, before it comes in contact with the
worker.

Engineering controls can be built into the design of a plant, equipment, or process to minimize the hazard.
Engineering controls are a very reliable way to control worker exposures as long as the controls are designed,
used, and maintained properly. Examples of engineering controls are:

• Isolation – separating workers from the hazard by distance or the use of barriers
• Enclosures – placing the material or process in a closed system (e.g., enclosed machines, booths, etc.)
• Guarding and shielding – using guards around moving parts of machinery
• Ventilation – using local exhaust or general dilution ventilation to remove or reduce airborne products
• Mechanical lifting devices– using mechanical methods to lift or move objects instead of manual lifting
• Guardrails – using guardrails to prevent a fall

More information on engineering controls include the following:

Process Control

Process control involves changing the way a job activity or process is done to reduce the risk. Monitoring should be
done before and as well as after the change is implemented to make sure the changes did, in fact, control the
hazard. Examples of process changes include to:

• Use wet methods rather than dry when drilling or grinding. "Wet method" means that water is sprayed
over a dusty surface to keep dust levels down or material is mixed with water to prevent dust from being
created.
• Use steam cleaning instead of solvent degreasing (but be sure to evaluate the potential high
temperature hazard being introduced such as heat stress).
• Float "balls" on open-surface tanks that contain solvents (e.g., degreasing operations) to reduce solvent
surface area and to lower solvent loss.
• Instead of conventional spray painting, try to dip, paint with a brush, or use "airless" spray paint
methods. These methods will reduce the amount of paint that is released into the air.
• Decrease the temperature of a process so that less vapour is released.
• Use automation - the less workers have to handle or use the materials, the less potential there is
for exposure.
• Use mechanical transportation rather than manual methods.
Enclosure and Isolation
These methods aim to keep the chemical "in" and the worker "out" (or vice versa).
An enclosure keeps a selected hazard "physically" away from the worker. Enclosed equipment, for example, is
tightly sealed and it is typically only opened for cleaning or maintenance. Other examples include "glove boxes"
(where a chemical is in a ventilated and enclosed space and the employee works with the material by using gloves
that are built in), abrasive blasting cabinets, or remote control devices. Care must be taken when the enclosure is
opened for maintenance as exposure could occur if adequate precautions are not taken. The enclosure itself must
be well maintained to prevent leaks.
Isolation places the hazardous process "geographically" away from the majority of the workers. Common isolation
techniques are to create a contaminant-free or noise-free booth either around the equipment or around the
employee workstations.

Ventilation
Ventilation is a method of control that "adds" and "removes" air in the work environment. General or dilution
ventilation can remove or dilute an air contaminant if designed properly. Local exhaust ventilation is designed to
remove the contaminant at the source so it cannot disperse into the work space and it generally uses lower exhaust
rates than general ventilation (general ventilation usually exchanges air in the entire room).

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Local exhaust ventilation is an effective means of controlling hazardous exposures but should be used when other
methods (such as elimination or substitution) are not possible.

Figure 3 Example of Local Exhaust Ventilation

The design of a ventilation system is very important and must match the particular process and product in use.
Expert guidance should be sought. It is a very effective control measure but only if it is designed, tested, and
maintained properly.

Because products are exhausted to the outdoors, you should also check with your local environment ministry or
municipality for any environmental air regulations or bylaws that may apply in your area.

What are examples of administrative controls?

Administrative controls involve developing procedures to ensure the work conducted in a way that minimizes
the hazard. Examples include developing or changing policies, implementing or improving training and education,
and developing or enhancing work practices and procedures.
Administrative controls are ranked lower than elimination, substitution, and engineering controls because this
method does not necessarily remove or reduce the hazard from the workplace. For example, administrative controls
limit workers' exposures by scheduling shorter work times in contaminant areas or by implementing other "rules".
These control measures have many limitations because the hazard itself is not actually removed or reduced.
Administrative controls should be used in combination with other control measures where possible.

Methods of administrative control include:

• Using job-rotation schedules or a work-rest schedule that limit the amount of time an individual worker
is exposed to a substance.
• Implementing a preventative maintenance program to keep equipment in proper working order
• Scheduling maintenance and other high exposure operations for times when few workers are present (such
as evenings, weekends).
• Restricting access to a work area.
• Restricting the task to only those competent or qualified to perform the work.
• Using signs to warn workers of a hazard.
More information about types of administrative controls is provided below:
Work Practices

Elements of safe work practices include:

• Developing and implementing safe work procedures or standard operating procedures.
• Training and education of employees about the operating procedures as well as other necessary workplace
training (including WHMIS).
• Establishing and maintaining good housekeeping programs.
• Keeping equipment well maintained.
• Preparing and training for emergency response for incidents such as spills, fire, or employee injury.
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Education and Training
Employee education and training on how to conduct their work safely is a critical element of any complete
workplace health and safety program. Training must cover not only how to do the job safely but it must also ensure
that workers understand the hazards and risks of their job, and the controls in place to protect them. It must also
provide them with information on how to protect themselves and co-workers.

Good Housekeeping
Good housekeeping is essential to prevent the accumulation of hazardous or toxic materials (e.g., build-up of dust or
contaminant on ledges, or beams), or hazardous conditions (e.g., poor stockpiling).
For more information about workplace housekeeping, please see the OSH Answers document Workplace
Housekeeping - Basic Guide.
For more information about combustible dust, please see the OSH Answers document Combustible Dusts.

Figure 4
Emergency Preparedness
Being prepare for emergencies means making sure that the necessary equipment and supplies are readily available
and that employees know what to do when something unplanned happens such as a release, spill, fire, or injury.
These procedures should be written and employees should have the opportunity to practice their
emergency response skills regularly.
Please see the OSH Answers document on emergency planning for more information.

Personal Hygiene Practices and Facilities

Personal hygiene practices are another effective way to reduce the amount of a hazardous material absorbed,
ingested, or inhaled by a worker.
Examples of personal hygiene practices include:
• Washing hands after handling material and before eating, drinking or smoking.
• Avoiding touching lips, nose, and eyes with contaminated hands.
• No smoking, drinking, chewing gum or eating in the work areas - these activities should be permitted
only in a "clean" area.
• Not storing hazardous products in the same refrigerator as food items.
Please see the OSH Answers documents on Workplace Housekeeping , Hand Washing: Reducing the Risk of Common
Infections and Good Hygiene Practices - Reducing the Spread of Infections and Viruses for more information.

What should I know about personal protective equipment (PPE) as a hazard control method?
Personal protective equipment (PPE) refers to anything workers wear to help protect them from a workplace
hazard. The use of PPE as the main method to control exposures should be limited to situations where elimination,
substitution, engineering, or administrative controls are not practicable, or when:
• Additional protection is required because other control methods are not sufficient to reduce the hazard
• The hazard is a result of a temporary or emergency condition
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PPE limits exposure to the harmful effects of a hazard but only if the PPE is worn and used correctly. Examples of
PPE include:
• Respiratory protection
• Skin protection (e.g., coveralls, aprons, full body suits)
• Gloves
• Eye protection (e.g., face shield, goggles)
• Foot protection
• Hearing protective devices (e.g., ear plugs, ear muffs)

The choice of what type of PPE is required must be based on the specific hazard found at the workplace.
No matter which type of PPE is used, it is essential to have a complete PPE program in place. For more information
about PPE programs, please see the following document Designing an Effective PPE Program.

Can more than one control method be used or followed?

Yes. Sometimes a hazard cannot be controlled using a single type of control method. If a hazard cannot be
eliminated, a combination of controls may be required.
For example:
• Using a scissor lift instead of a ladder (substitution). Workers should be trained on the safe use of the
equipment and follow safe work procedures (administrative controls). When working at heights, workers
should also use PPE, including a full body harness and lanyard attached to an anchor point, there is a risk of
injury from falling.
• Driving in the winter for work. Controls may include not driving during extreme winter weather
(elimination), determining if there are any other options to driving such as public transit (substation), use
of winter tires (engineering), and driver training (administrative).

Should the adequacy of controls be reviewed or evaluated?

Yes. It is important to determine the effectiveness of the control methods implemented and adjust as required.
Controls must not create new hazards. For example, if wearing PPE contributes to other hazards (e.g., heat stress),
then it is important to review if other controls methods are possible or if additional precautions are needed.
Monitor both the hazard and the control method to make sure that the control is working effectively and
that exposure to the hazard is reduced or eliminated. Consider the following questions:
• Have the controls effectively eliminated or reduced worker exposure?
• Have any new hazards been created?
• Are new hazards appropriately controlled?
• Are any other methods required?
• Are workers trained on the control methods?
• What else can be done to eliminate or reduce exposure?
• If there is a change at the workplace, does this impact the hazard or the control methods?

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 SELF CHECK 7.1.8
Resources necessary to execute hierarchy of controls

1. is the process of removing the hazard from the workplace. It is the most
effective way to control a risk because the hazard is no longer present. It is the preferred way to
control a hazard and should be used whenever possible?
A. elimination
B. substitution
C. Enclosure and Isolation
D. Ventilation
2. If eliminating a hazard is not possible, is the next control method that should
be considered?
A. elimination
B. substitution
C. Enclosure and Isolation
D. Ventilation
3. are methods that will remove the hazard at the source, before it comes in
contact with the worker:
A. elimination
B. substitution
C. engineering controls
D. Ventilation
4. Involve developing procedures to ensure the work conducted in a way
that minimizes the hazard?
A. elimination
B. administrative controls
C. engineering controls
D. Enclosure and Isolation
5. refers to anything workers wear to help protect them from a workplace hazard?
A. elimination
B. administrative controls
C. personal protective equipment (PPE)
D. Ventilation

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 ANSWER KEY 7.1.8
Resources necessary to execute hierarchy of controls

1. A
2. B
3. C
4. B
5. C

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 Information sheet no. 7.1.9 Different OSH Control measures

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify the different control measures

Principle 1.3: Specify the control measures for each hazard

What does this mean?

Control measures are actions and/or activities that are taken to prevent, eliminate or reduce the occurrence of a
hazard that you have identified.

How is this stage achieved?

Only significant hazards (those above your predetermined significance score trigger point) will be carried forward
to this stage.

For each significant hazard record what actions and/or activities are to be taken to prevent, eliminate or reduce the
hazard to an acceptable level.

Control measures are often confused with monitoring. Monitoring is carried out to check that the control measure
put in place to control the hazard is working. Here are the definitions of “control measure” and “monitoring” to help
you understand the difference:

Control measure

Any action and/or activity that can be used to prevent or eliminate a food safety hazard or reduce it to an
acceptable level.

Monitoring

Conducting planned observations or measurements to assess whether a CCP is under control.

You should remember that:

• More than one control measure may be necessary to effectively manage a specific hazard. For example, use
of a metal detection system, maintenance of the detection system, and training on using it might all be
needed to avoid the hazard of metal pieces in food.
• One control measure may manage more than one hazard. For instance, oil temperature and fry time can
be an effective control for reducing both numbers of Salmonella and Campylobacter in fried food.
• Control measures are not always carried out at the same Process Step where the hazard arises. For example
a hazard at Process Step 1 may be ‘presence of metal in raw material from supplier’; this may have
several controls including the use of only pre-approved suppliers, or supply to an agreed specification.
These
controls will appear at Process Step 1, however a control measure at Process Step 15 ‘effective working
metal detector and rejection system’ is also a control for this hazard

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A table to show examples of an identified hazard at a process step, its likely cause, the control measures for
the hazard and how these are monitored

Process step
Step number Hazard and possible Control measure Monitoring
description
cause
Checks on the continual measurement of oil
Survival of bacteria due to temperature to be taken on the first product at
Stated oil
undercooking: low oil the start of the shift, every 30 minutes
10 Deep frying temperature and
temperature or short thereafter and on the last product of the
fry time
exposure time shift. Timer with alarm to be activated as each
batch is placed in the fryer
Metal detector checks taken at the start of a
run, end of a run and every 20 minutes. The
Introduction of metal from Effective working
checks are carried out using 1.5mm Ferrous,
15 Metal detection broken machinery used in metal detector and
2.0mm Non-Ferrous and 3.0mm Stainless Steel,
other process steps rejection system
all are to be detected and rejected by the
metal detector
Prerequisite
Introduction of metal from requirement of Routine maintenance will be carried out as
15 Metal detection broken machinery used in Planned outlined in the Planned preventative
other process steps preventative maintenance procedure PPM01
maintenance
Introduction of metal from Prerequisite
All staff in must be trained in operation and
15 Metal detection broken machinery used in requirement of
checking of the metal detector
other process steps Training

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 SELF CHECK 7.1.9
Different OSH Control measures

1. Conducting planned observations or measurements to assess whether a CCP is under control. You
should remember that

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 ANSWER KEY 7.1.9
Different OSH Control measures

1.

• More than one control measure may be necessary to effectively manage a specific hazard. For example, use
of a metal detection system, maintenance of the detection system, and training on using it might all be
needed to avoid the hazard of metal pieces in food.
• One control measure may manage more than one hazard. For instance, oil temperature and fry time can
be an effective control for reducing both numbers of Salmonella and Campylobacter in fried food.
• Control measures are not always carried out at the same Process Step where the hazard arises. For example
a hazard at Process Step 1 may be ‘presence of metal in raw material from supplier’; this may have
several controls including the use of only pre-approved suppliers, or supply to an agreed specification.
These
controls will appear at Process Step 1, however a control measure at Process Step 15 ‘effective working metal
detector and rejection system’ is also a control for this hazard.

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 Information sheet no. 7.1.10 OSH work standards

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• errors and risks can be identified and eliminated or minimized

The Occupational Safety and Health Standards was formulated in 1978 in compliance with the constitutional mandate
to safeguard the worker’s social and economic well-being as well as his physical safety and health. Adopted
through the tested democratic machinery of tripartism, the 1978 Standards is considered as a landmark in Philippine
labor and social legislation.

With joint efforts from the Bureau of Working Conditions, the International Labour Organization (ILO) Manila Office
and the tripartite sectors, the revisions to the OSH Standards were approved in August 1989. With the latest
improvements in the Standards, all establishments covered will now be provided with a better tool for promoting
and maintaining a safe and conducive working environment

Workers also have duties such as following the OSH standards, using the PPEs and other safety devices,
and reporting work hazards to the supervisor. The following rights of workers are indicated in the OSH Law:

• Workers' Right to Know. - The right to safety and health at work shall be guaranteed. All workers shall be
appropriately informed by the employer about all types of hazards in the workplace, and provided access
to training and education on chemical safety, electrical safety mechanical safety, and ergonomical
safety.
• Workers' Right to Refuse Unsafe Work. - The worker has the right of refusal to work without threat or
reprisal from the employer if, as determined by the DOLE, an imminent danger situation exists in the
workplace that may result in illness, injury, or death, and corrective actions to eliminate the danger have
not been undertaken by the employer.
• Workers' Right to Report Accidents. - Workers and their representatives shall have the right to report
accidents, dangerous occurrences, and hazards to the employer, to the DOLE, and other concerned
government agencies exercising jurisdiction as the competent authority in the specific industry or economic
activity.
• Workers' Right to Personal Protective Equipment (PPE). - Every employer, contractor or subcontractor, if any,
shall provide his workers, free of charge, protective equipment for their eyes, face, hands and feet, and
free, and lifeline, safety belt or harness, gas or dust respirators or masks, protective shields whenever
necessary by reason of the hazardous work process or environment.

Systematically protecting health – sustainably safeguarding productivity

Shaping the long-term future of your company also means taking precautions for the safety and health of your
employees. After all, the performance of your workforce is one of the most important factors for your company's
success – today and tomorrow.

With structured and certified occupational health and safety, you lay the groundwork for motivated employees and
productive work processes. A professional management system and appropriate certification will help you prevent
workplace accidents, reduce absenteeism, increase efficiency, position your company as an attractive employer, and
highlight your commitment to corporate responsibility.

In addition, certified management systems for occupational health and safety underscore the legal status of your
company and its management. This is another important aspect for the future-proof design of your management
systems. At the same time, you consistently increase the satisfaction of your employees and permanently strengthen
the trust of your customers and partners.

An ISO 45001 certification puts the focus on the preventive safety of your employees. Another advantage of
the standard is the efficient integration into already existing management systems.

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With our comprehensive knowledge, we support you with the professional coordination of occupational safety and
health care as part of the certification of management systems. With measurable economic benefits and a clear focus
on sustainable business success.

Optimize your occupational health & safety management with the ISO 45001 standard
Safeguarding and maintaining health in the workplace is an important prerequisite for motivated and productive
work processes for both employees and employers. The ISO 45001 standard for occupational health and safety
management minimizes the risk of damage to health and accidents in the workplace. ISO 45001 was published on
March 12, 2018, replacing BS OHSAS 18001 at the time.

Would you like to learn more about certification for optimal occupational health & safety in accordance with ISO
45001? Our experts would be delighted to provide you with this information!

Standardization thanks to the ‘High Level Structure’

ISO 45001 follows the same "High Level Structure" (HLS), a uniform structure, uniform definitions as well as uniform
terminology as other management systems (e.g. ISO 9001 and ISO 14001 ) in order to facilitate an easier combination
of the management systems.

Increase confidence with documented health & safety management according to ISO 45001
By following a systematic standard for your occupational health & safety protection according to ISO 45001, sources
of errors and risks can be identified and eliminated or minimized. By means of certification of your occupational
protection management you will thus significantly reduce the number of occupational accidents, regardless of
your industry or the size of your company, and you will simultaneously fulfil legal and official requirements. You
will therefore not only increase the confidence of your employees, you will also reinforce your positive reputation
with clients, business partners and the authorities. This creates a valuable competitive advantage for you.

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 SELF CHECK 7.1.10
OSH work standards

1. Workers also have duties such as following the OSH standards, using the PPEs and other safety
devices, and reporting work hazards to the supervisor. The following rights of workers are
indicated
in the OSH Law:

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 ANSWER KEY 7.1.10
OSH work standards
1.

• Workers' Right to Know. - The right to safety and health at work shall be guaranteed. All workers shall be
appropriately informed by the employer about all types of hazards in the workplace, and provided access
to training and education on chemical safety, electrical safety mechanical safety, and ergonomical
safety.
• Workers' Right to Refuse Unsafe Work. - The worker has the right of refusal to work without threat or
reprisal from the employer if, as determined by the DOLE, an imminent danger situation exists in the
workplace that may result in illness, injury, or death, and corrective actions to eliminate the danger have
not been undertaken by the employer.
• Workers' Right to Report Accidents. - Workers and their representatives shall have the right to report
accidents, dangerous occurrences, and hazards to the employer, to the DOLE, and other concerned
government agencies exercising jurisdiction as the competent authority in the specific industry or economic
activity.
• Workers' Right to Personal Protective Equipment (PPE). - Every employer, contractor or subcontractor, if any,
shall provide his workers, free of charge, protective equipment for their eyes, face, hands and feet, and
free, and lifeline, safety belt or harness, gas or dust respirators or masks, protective shields whenever
necessary by reason of the hazardous work process or environment.

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 Information sheet no. 7.1.11 Industry related work activities

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• errors and risks can be identified and eliminated or minimized

WORK AND WORK-RELATED ACTIVITIES

This category captures time spent working, doing activities as part of one's job, engaging in income-generating
activities (not as part of one's job), and looking for jobs and interviewing. The category is sub-divided to reflect
these distinctions. "Working" includes hours spent doing the specific tasks required of one's main or other job,
regardless of location. Work done by self-employed as well as wage and salary workers is coded here. "Work-
related activities" include activities that are not obviously work but are done as part of one's job, such as having a
business lunch or playing golf with clients. Activities are identified as done as part of the job by the respondent
during the interview. "Other income-generating activities" are activities often done "on the side" or under informal
arrangement that are not part of the respondent's regular job. Such activities might include selling homemade
crafts, babysitting, and maintaining a rental property (or having a yard sale in 2003). Respondents identify these as
activities they "are paid for or will be paid for." "Job search and interviewing" are activities undertaken to change
jobs or find a job. These activities are identified by the verbatim description in the coding instrument.

ACTIVITY CODING RULES

General rule: For activities that are not pre-coded as work, use the information in the WORK column for assistance
with coding. For most activities, when the respondent indicates that an activity was either done as part of one's job
or for one's business, the activity should be coded as Work. Exceptions are socializing, relaxing, and leisure
activities, eating and drinking activities, and, and recreational activities done as part of one's job, which should be
coded as work-related activities, and sleeping, grooming, and smoking, which should be coded as what they are
(never work). When the respondent indicates that an activity was done for pay, the activity should be coded under
Work and Work- Related Activities/Other Income-Generating Activities/relevant activity (050300).

Hobbies
2003+: If respondent is paid or expects to be paid for hobbies, code as Work and Work-Related Activities/Other
Income-Generating Activities (050300). If unpaid, code as Socializing, Relaxing, and Leisure/Relaxing and
Leisure/relevant hobby (120300).

Travel as part of job

2003+: For taxi drivers, bus drivers, chauffeurs, traveling sales workers, and other workers for whom travel is an
essential part of their job, code travel time as work, unless travel reason is clearly not work.

Working in uncommon occupations

2003+: Where individuals' occupations could be coded as others' non-work activities, such as golf pros playing golf for
work and clergy being at church for work, code their activities as work.

Looking for a job

2003+: Code as Work and Work-Related Activities/Job Search and Interviewing/relevant activity (050400), regardless
of mode (telephone, internet, newspaper) of search.

Reading for work

2003+: Code as Work and Work-Related Activities/Working/Work, main job or Work, other job(s) (050101 or 050102).

Using the computer

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 2003+: Code the activity the respondent did as the primary activity. For example, if the respondent reports using
the computer to search for work, code as Job Search and Interviewing (050400).

Eating and drinking (or taking a lunch break)

2005+: When the WORK column = "M or O" and the WHO column = "59, 60, 61, 62, and others," code as Work
and Work-Related Activities/Work-Related Activities/ Eating and drinking as part of job (050202). When the WORK
column
= "M or O" and the WHO column = "0," code as Work and Work-Related Activities/Working/Work, main job
(050101 or Work and Work-Related Activities/Working/Work, other jobs(s) (050102). When the WORK column =
"Blank" and the WHO column = "Any," code as Eating and Drinking/Eating and Drinking/Eating and drinking (110101).
(Updated: July 2013)

Security procedures
2003+: If respondent reports undergoing security procedures (such as "passing through the metal detector," "being
searched at security checkpoint," "opening bags for security search") related to work, as part of their job, or related
to job search and interviewing, code under Security procedures related to work (050103)/as part of job
(050204)/related to job search or interviewing (050405), as appropriate.

"Work," but no M, O, or P
2008+: If the verbatim mentions doing the activity for "work" or "business" but the summary questions do not
include an M, O, or P, then assign Work and Work-Related Activities/Working/Work, main job (050101). Exception:
If the activity involves socializing, relaxing, and leisure activities, eating and drinking activities, or sports, exercise,
and recreational activities done as part of one's job, then they should be coded as work-related activities. If the
activity involves sleeping, grooming, and smoking, then they should be coded as what they are (never work).
(Added: March 2007)

• 050100 WORKING
o 050101 WORK, MAIN JOB

CATEGORY ACTIVITY EXAMPLES

• At work (main job)
• Attending class (main job)
• Attending conferences (main job)
• Attending convention (main job)
• Attending sales training (main job)
• Attending typing training (main job)
• Calling leads for stories/information (main job)
• Checking e-mail (main job)
• Checking voicemail messages (main job)
• Computer use (main job)
• Designing/updating a website (main job)
• Doing research/homework (main job)
• Enrollment in training/classes (main job)
• Grading papers (main job)
• Hearing confession (main job) (2007+)
• Leading a blessing (main job) (2007+)
• Leading religious youth group (main job) (2007+)
• Making reservation on the internet (main job)
• Marking assignments (main job)
• On-the-job training (main job)
• Organizing materials (main job)
• Phone calls to/from clients (main job)
• Phone calls to/from coworkers (main job)
• Phone calls to/from customers (main job)
• Phone calls to/from supervisors (main job)
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 • Phone/video conferences to/from co-workers (main job) (2020+)
• Phone/video conferences to/from supervisor (main job) (2020+)
• Preparing lesson plans (main job)
• Preparing materials (main job)
• Putting in overtime at work (main job)
• Reading a book/other material (main job)
• Reading and writing (main job)
• Reading the Bible/Torah/scriptures (main job) (2007+)
• Reading/sending e-mail (main job)
• Registering for class (main job)
• Registering for training (main job)
• Reviewing notes, briefs, or papers (main job)
• Surfing the internet (main job)
• Talking to instructor (class for main job)
• Talking to other conference attendees (main job)
• Teaching bat/bar mitzvah class (main job) (2007+)
• Teaching confirmation class (main job) (2007+)
• Teaching religious class (main job) (2007+)
• Teaching/leading Bible study (main job) (2007+)
• Telephone calls (main job)
• Teleworking (main job) (2020+)
• Working extra hours (main job)
• Writing letters (main job)
• Writing memos/papers (main job)
o 050102 WORK, OTHER JOB(S)

CATEGORY ACTIVITY EXAMPLES

• At work (other job)
• Attending class (other job)
• Attending conferences (other job)
• Attending convention (other job)
• Attending sales training (other job)
• Attending typing training (other job)
• Calling leads for stories/information (other job)
• Checking e-mail (other job)
• Checking voicemail messages (other job)
• Computer use (other job)
• Designing/updating a website (other job)
• Doing research/homework (other job)
• Enrollment in training/classes (other job)
• Extra hours at other job
• Grading papers (other job)
• Hearing confession (other job) (2007+)
• Leading a blessing (other job) (2007+)
• Leading religious youth group (other job) (2007+)
• Making reservation on the internet (other job)
• Marking assignments (other job)
• Moonlighting
• On-the-job training (other job)
• Organizing materials (other job)
• Phone calls to/from clients (other job)
• Phone calls to/from coworkers (other job)
• Phone calls to/from customers (other job)

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 • Phone calls to/from supervisors (other job)
• Phone/video conferences to/from co-workers (other job) (2020+)
• Phone/video conferences to/from supervisor (other job) (2020+)
• Preparing lesson plans (other job)
• Preparing materials (other job)
• Reading a book/other material (other job)
• Reading and writing (other job)
• Reading the Bible/Torah/scriptures (other job) (2007+)
• Reading/sending e-mail (other job)
• Registering for class (other job)
• Registering for training (other job)
• Reviewing notes, briefs, or papers (other job)
• Surfing the internet (other job)
• Talking to instructor (class for other job)
• Talking to other conference attendees (other job)
• Teaching bat/bar mitzvah class (other job) (2007+)
• Teaching confirmation class (other job) (2007+)
• Teaching religious class (other job) (2007+)
• Teaching/leading Bible study (other job) (2007+)
• Telephone calls (other job)
• Teleworking (other job) (2020+)
• Writing letters (other job)
• Writing memos/papers (other job)
o 050103 SECURITY PROCEDURES RELATED TO WORK

CATEGORY ACTIVITY EXAMPLES

• Being searched at security checkpoint (work)
• Opening bags for security search (work)
• Passing through metal detector (work)

o 050199 WORKING, N.E.C.

CATEGORY ACTIVITY EXAMPLES

• Getting temperature check at workplace (2020+)
• 050200 WORK-RELATED ACTIVITIES
o 050201 SOCIALIZING, RELAXING, AND LEISURE AS PART OF JOB

CATEGORY ACTIVITY EXAMPLES

• Attending social event with bosses (part of job)
• Attending social event with co-workers (part of job)
• Talking with clients at social event (part of job)
• Talking with co-workers at social event (part of job)
o 050202 EATING AND DRINKING AS PART OF JOB

CATEGORY ACTIVITY EXAMPLES

• Eating/drinking with bosses (part of job)
• Eating/drinking with clients (part of job)
• Eating/drinking with coworkers (part of job)
• Eating/drinking with customers (part of job)
• Having lunch/dinner with clients (part of job)
•
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 050203 SPORTS AND EXERCISE AS PART OF JOB

CATEGORY ACTIVITY EXAMPLES

• Attending sporting event with boss (part of job)
• Playing golf with clients (part of job)
• Working out with clients (part of job)
o 050204 SECURITY PROCEDURES AS PART OF JOB

CATEGORY ACTIVITY EXAMPLES

• Being searched at security checkpoint (part of job)
• Opening bags for security search (part of job)
• Passing through metal detector (part of job)
o 050205 WAITING ASSOCIATED WITH WORK-RELATED ACTIVITIES (2004+)
o 050299 WORK-RELATED ACTIVITIES, N.E.C.
• 050300 OTHER INCOME-GENERATING ACTIVITIES
o 050301 INCOME-GENERATING HOBBIES, CRAFTS, AND FOOD

CATEGORY ACTIVITY EXAMPLES

• Doing woodworking for sale
• Drawing, painting, or sketching for sale
• Making baskets for sale
• Making dinners for sale
• Making furniture for sale
• Making pottery for sale
• Making tapestries/quilts for sale
• Preparing food or drink for sale
o 050302 INCOME-GENERATING PERFORMANCES

CATEGORY ACTIVITY EXAMPLES

• Acting in a play for pay
• Dancing for pay
• Playing in a band for pay
• Singing for pay
o 050303 INCOME-GENERATING SERVICES

CATEGORY ACTIVITY EXAMPLES

• Babysitting for pay
• Doing household chores for pay
• Home improvements for pay
• Mowing lawns for pay
• Shoveling snow for pay
• Typing paper for pay
o 050304 INCOME-GENERATING RENTAL PROPERTY ACTIVITIES

CATEGORY ACTIVITY EXAMPLES

• Maintaining/renovating rental property
• Making repairs to rental property
o 050305 WAITING ASSOCIATED WITH OTHER INCOME-GENERATING ACTIVITIES (2004+)
o 050399 OTHER INCOME-GENERATING ACTIVITIES, N.E.C.

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CATEGORY ACTIVITY EXAMPLES
• Collecting aluminum cans to sell for self
• Organizing items for yard sale (2015+)
• Redeeming winning lottery ticket
• Selling items at a garage sale
• Selling items at auction, yard sale
• Selling items at flea market
• Selling own used textbooks for pay
• Sorting items for garage sale (2015+)
• 050400 JOB SEARCH AND INTERVIEWING
o 050401 JOB SEARCH ACTIVITIES

CATEGORY ACTIVITY EXAMPLES

• Asking about job openings
• Asking former employers to provide references
• Auditioning for acting role (non-volunteer)
• Auditioning for band/symphony (non-volunteer)
• Checking vacancies
• Contacting employer
• Filling out job application
• Making phone calls to prospective employer
• Meeting with headhunter/temporary agency
• Picking up job application
• Placing/answering ads
• Reading ads in paper/on internet
• Researching an employer
• Researching details about a job
• Sending out resumes
• Sending resumes to employers
• Submitting applications
• Writing/updating resume
o 050403 JOB INTERVIEWING

CATEGORY ACTIVITY EXAMPLES

• Interviewing by phone or in person
• Preparing for interview
• Scheduling/canceling interview (for self)
o 050404 WAITING ASSOCIATED WITH JOB SEARCH OR INTERVIEW

CATEGORY ACTIVITY EXAMPLES

• Waiting to go in for an interview
o 050405 SECURITY PROCEDURES RELATED TO JOB SEARCH OR INTERVIEWING

CATEGORY ACTIVITY EXAMPLES

• Being searched at security checkpoint (job search)
• Opening bags for security search (job search)
• Passing through metal detector (job search)

Date Developed: Document No.:

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and Maintenance NC II Developed by: Sonny D. Peñano
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 SELF CHECK 7.1.11
Industry related work activities

1. What are the works, main job activities?

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 ANSWER KEY 7.1.11
Industry related work activities
1.

• At work (main job)

• Attending class (main job)
• Attending conferences (main job)
• Attending convention (main job)
• Attending sales training (main job)
• Attending typing training (main job)
• Calling leads for stories/information (main job)
• Checking e-mail (main job)
• Checking voicemail messages (main job)
• Computer use (main job)
• Designing/updating a website (main job)
• Doing research/homework (main job)
• Enrollment in training/classes (main job)
• Grading papers (main job)
• Hearing confession (main job) (2007+)
• Leading a blessing (main job) (2007+)
• Leading religious youth group (main job) (2007+)
• Making reservation on the internet (main job)
• Marking assignments (main job)
• On-the-job training (main job)
• Organizing materials (main job)
• Phone calls to/from clients (main job)
• Phone calls to/from coworkers (main job)
• Phone calls to/from customers (main job)
• Phone calls to/from supervisors (main job)
• Phone/video conferences to/from co-workers (main job) (2020+)
• Phone/video conferences to/from supervisor (main job) (2020+)
• Preparing lesson plans (main job)
• Preparing materials (main job)
• Putting in overtime at work (main job)
• Reading a book/other material (main job)
• Reading and writing (main job)
• Reading the Bible/Torah/scriptures (main job) (2007+)
• Reading/sending e-mail (main job)
• Registering for class (main job)
• Registering for training (main job)
• Reviewing notes, briefs, or papers (main job)
• Surfing the internet (main job)
• Talking to instructor (class for main job)
• Talking to other conference attendees (main job)
• Teaching bat/bar mitzvah class (main job) (2007+)
• Teaching confirmation class (main job) (2007+)
• Teaching religious class (main job) (2007+)
• Teaching/leading Bible study (main job) (2007+)

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 Information sheet no. 7.1.12 OSH Violations Non-compliance work activities

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:

• Understand the consequences if we don't follow the occupational health and safety procedures?

NON-COMPLIANCE WITH OCCUPATIONAL SAFETY AND HEALTH STANDARDS

Aside from non-compliance consequences See also: DUTIES OF EMPLOYERS UNDER REPUBLIC ACT NO. 11058 OR
OTHERWISE KNOWN AS OCCUPATIONAL SAFETY AND HEALTH STANDARDS LAW
• Employers have the duty to furnish the workers a place of employment free from hazardous conditions
• Workers have the right to refuse unsafe work
• An employer who fails or refuses to comply with Occupational Safety and Health Standards may be liable
for an administrative fine of Php100,000.00 per day until the violation is corrected

Mandatory laws should be complied with. Otherwise, one may be held liable for a fine and/or imprisonment.
In our previous articles, the rights of workers as well as the duties of employers under Republic Act No. 11058 or
otherwise known as Occupational Safety and Health Standards Law (OSH Law), were discussed. In a nutshell,
employers have the duty to furnish workers a place of employment free from hazardous conditions and that the
workers have the right to refuse unsafe work.
In case an employer failed or refused to comply with his or her duties under OSH Law, what is the effect?

The law says:

Willful failure or refusal of an employer to comply with the required OSH standards or with a compliance order shall
make said employer liable for an administrative fine not exceeding One Hundred Thousand Pesos (Php100,000.00) per
day until the violation is corrected, counted from the date the employer is notified of the violation or the date the
compliance order is duly served on the employer. However, the amount of fine to be imposed depends on the
frequency or gravity of the violation committed or damage caused. Take note that the maximum amount shall be
imposed only when the violation exposed a worker to a risk of death, serious injury or serious illness.

Date Developed: Document No.:

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Suppose an employer who willfully failed or refused to comply with OSH standards or with a duly issued
compliance order, engaged in any of the following acts to aid, conceal or facilitate such non-compliance, said
employer shall be liable for a maximum of One Hundred Thousand Pesos (Php100,000.00) separate from the daily
fine as mentioned above:
1. Repeated obstruction, delay or refusal to provide the Secretary of Labor and Employment or any of its
authorized representatives access or refusal to provide or allow access to relevant records and documents or
obstructs the conduct of investigation of any fact necessary in determining compliance with OSH
standards;
2. Misrepresentation in relation to adherence to OSH standards, knowing such statement, report or record
submitted to the Department of Labor and Employment (DOLE) to be false in any material aspect;
3. Making retaliatory measures such as termination of employment, refusal to pay, reducing wages and
benefits or in any manner discriminates against any workers who has given information relative to the
inspection being conducted.
May an employer who willfully failed or refused to comply with the required OSH standards be criminally liable?

The law says.

Yes.

In addition to the administrative fine, the employer may also be criminally or civilly liable depending on the offenses
the employer has committed.

Always bear in mind that the effect of non-compliance with OSH Law is also applicable to contractors or
subcontractors, and any person who manages, controls or supervises the work being undertaken.

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DUTIES OF EMPLOYERS UNDER REPUBLIC ACT NO. 11058 OR OTHERWISE KNOWN AS
OCCUPATIONAL SAFETY AND HEALTH STANDARDS LAW

Aside from duties of employers, read more about OSH: RIGHTS OF WORKERS UNDER REPUBLIC ACT NO. 11058
• Workers shall enjoy a place of employment free from hazardous conditions
• Employers shall give complete job safety instructions or orientation to all workers
• Employers are mandated to comply with Occupational Safety and Health Standards
Mandatory laws relating to labor such as Republic Act No. 11058 or otherwise known as Occupational Safety and
Health Standards LAW (OSH Law) do not exist for no reason.
OSH Law was enacted to ensure a safe and healthful workplace for all working people by affording them full
protections against all hazards in their work environment.

In a previous article, the rights of workers under OSH Law was discussed. This time, let us talk about duties of
employers.
What are the duties of employers under OSH Law?

The law says:

The following are duties of employers:

1. Furnish the workers a place of employment free from hazardous conditions that are causing or are likely
to cause death, illness or physical harm to the workers;
2. Give complete job safety instructions or orientation to all the workers especially to those entering the job
for the first time, including those relating to familiarization with their work environment;

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 3. Inform the workers of the hazardous associated with their work-related health risks involved to which they
are exposed to, preventive measures to eliminate or minimize the risks, and steps to be taken in cases of
emergency;
4. Use only approved devices and equipment for the workplace;
5. Comply with OSH standards including training medical examination and where necessary, provision of
protective and safety devices such as personal protective equipment (PPE) and machine guards;
6. Allow workers and their safety and health representatives to participate actively in the process of
organizing, planning, implementing and evaluating the safety and health program to improve safety and
health in the workplace; and
7. Provide, where necessary, for measures to deal with emergencies and accidents including first-aid
arrangements.
To whom should the Personal Protective Equipment (PPE) furnished by the employer to his or her employee be
charged? Is it chargeable to the employee?

The law says:

Every employer, whenever necessary, shall provide his workers free of charge, protective equipment for their
eyes, face, hands and feet. Examples of protective equipment are safety belt or harness, gas or dust respirators or
masks, protective shields. Thus, the PPE furnished by the employer to the employee is not chargeable to the
employee.
Please do note that all PPE shall be of the appropriate type as tested and approved by the DOLE based on its
standards. The usage of PPE in all establishments, projects, sites and all other places where work is being
undertaken shall be based on the evaluation and recommendation of the safety officer.

Also, bear in mind that the duties of employers under OSH Law is also applicable to contractors or subcontractors
and to any person who manages, controls or supervises the work being undertaken.

What is the effect of non-compliance with OSH Law? A related article will be posted in a few days.

Date Developed: Document No.:

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 SELF CHECK 7.1.12
OSH Violations Non-compliance work activities

1. What are the duties of employers under OSH Law?

2. To whom should the Personal Protective Equipment (PPE) furnished by the employer to his or her
employee be charged? Is it chargeable to the employee?

Date Developed: Document No.:

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 ANSWER KEY 7.1.12
OSH Violations Non-compliance work activities

1. The following are duties of employers:

• Furnish the workers a place of employment free from hazardous conditions that are causing or are
likely to cause death, illness or physical harm to the workers;
• Give complete job safety instructions or orientation to all the workers especially to those entering the
job for the first time, including those relating to familiarization with their work environment;
• Inform the workers of the hazardous associated with their work-related health risks involved to which
they are exposed to, preventive measures to eliminate or minimize the risks, and steps to be taken
in cases of emergency;
• Use only approved devices and equipment for the workplace;
• Comply with OSH standards including training medical examination and where necessary, provision
of protective and safety devices such as personal protective equipment (PPE) and machine guards;
• Allow workers and their safety and health representatives to participate actively in the process of
organizing, planning, implementing and evaluating the safety and health program to improve safety
and health in the workplace; and
• Provide, where necessary, for measures to deal with emergencies and accidents including first-aid
arrangements.

2.

Every employer, whenever necessary, shall provide his workers free of charge, protective equipment for
their eyes, face, hands and feet. Examples of protective equipment are safety belt or harness, gas or dust
respirators or masks, protective shields. Thus, the PPE furnished by the employer to the employee is not
chargeable to the employee.
Please do note that all PPE shall be of the appropriate type as tested and approved by the DOLE based on its
standards. The usage of PPE in all establishments, projects, sites and all other places where work is being
undertaken shall be based on the evaluation and recommendation of the safety officer.

Also, bear in mind that the duties of employers under OSH Law is also applicable to contractors or
subcontractors and to any person who manages, controls or supervises the work being undertaken.

Date Developed: Document No.:

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and Maintenance NC II Developed by: Sonny D. Peñano
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REFERENCES AND FURTHER READINGS

https://www.mentimeter.com/blog/great-leadership/how-to-promotes-continuous-improvement-in-the-workplace
https://www.betterup.com/blog/way-to-improve-work-performance
https://www.thehumancapitalhub.com/articles/How-To-Important-Is-An-Employee-Suggestion-Program
https://www.braineet.com/blog/employee-suggestion-program
https://www.mmsonline.com/columns/standard-work-procedures
https://www.getmaintainx.com/blog/what-is-a-standard-operating-procedure-sop-includes-template/
https://www.tataagrico.com/blog-post/safety-measures-while-handling-tools-yourself/
https://www.safetyandhealthmagazine.com/articles/safe-handling-of-tools-2
https://www.alertmedia.com/blog/emergency-response-plan/
https://www.ccohs.ca/oshanswers/hsprograms/planning.html
https://myhaccp.food.gov.uk/help/guidance/principle-13-specify-control-measures-each-hazard
https://www.tuv.com/philippines/en/iso-
45001.html?wt_mc=SEA.Ads.Google.PH22_S01_OHS.PH22_S01_OHS_GA.textad.OccupationalSafetyExactMatch&cpid
=PH22_S01_OHS_GA
https://www.atusdata.org/atus- action/categories/documentation?id=278505#:~:text=%22Work%2Drelated%20activities
%22%20include,the%20resp ondent%20during%20the%20interview.

https://www.alburolaw.com/non-compliance-with-occupational-safety-and-health-standards/
https://www.alburolaw.com/duties-of-employers-under-republic-act-no-11058-or-otherwise-known-as-occupational-
safety-and-health-standards-law/

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 MODULES OF INSTRUCTION
ELECTRICAL INSTALLATION AND MAINTENANCE NC II
QUALIFICATION

UNIT OF COMPETENCY EXERCISE EFFICIENT AND EFFECTIVE SUSTAINABLE PRACTICES IN THE

WORKPLACE

MODULE TITLE EXERCISING EFFICIENT AND EFFECTIVE SUSTAINA-BLE PRACTICES IN THE

WORKPLACE

This module covers knowledge, skills and attitude to identify the efficiency and
MODULE DESCRIPTOR effectiveness of resource utilization, determine causes of inefficiency and/or
ineffectiveness of re-source utilization and convey inefficient and ineffective
environmental practices

NOMINAL DURATION 3 HOURS

LEARNING OUTCOMES

At the end of this module you must be able to:

1. Identify the efficiency and effectiveness of resource utilization

2. Determine causes of inefficiency and/or ineffectiveness of resource utilization
3. Convey inefficient and ineffective environmental practices

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 LEARNING OUTCOME SUMMARY

UNIT OF COMPETENCY 8 EXERCISE EFFICIENT AND EFFECTIVE SUSTAINABLE

PRACTICES IN THE WORKPLACE

LEARNING OUTCOME
1. Identify the efficiency and effectiveness of resource utilization
2. Determine causes of inefficiency and/or ineffectiveness of resource utilization
3. Convey inefficient and ineffective environmental practices
CONDITION:
• Workplace
• Tools, materials and equipment relevant to the tasks
• PPE
• Manuals and references
METHODOLOGY:
• Group discussion
• Interaction
• Reportorial
ASSESSMENT METHOD:
• Demonstration
• Oral questioning
• Written examination

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 LEARNING EXPERIENCES

LEARNING OUTCOME NO.1: Identify the efficiency and effectiveness of resource

utilization
LEARNING OUTCOME NO.2: Determine causes of inefficiency and/or
ineffectiveness of resource utilization
LEARNING OUTCOME NO.3: Convey inefficient and ineffective environmental
practices
Learning Activity/Guide Special Instruction
• Read Information Sheet 8.1.1 Importance • Perform all activities required.
of Environmental Literacy • You must get a rating of 80 to 100%. If
• Answer Self-Check 8.1.1 Importance of you get below 80% rating, go over the
Environmental Literacy same activities.
• If you get the required rating,
• Compare Answers to Answer Key proceed to the next activities.
• Perform Task Sheet. No.8.1.1 on
Importance of Environmental Literacy
• Read Information Sheet 8.1.2 on Environmental • Perform all activities required.
Work Procedures • You must get a rating of 80 to 100%. If
• Answer Self-Check 8.1.2 on Environmental you get below 80% rating,go over the
Work Procedures same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next
Perform Task Sheet. No.8.1.2 on Environmental Work
activities.
Procedures

• Read Information Sheet 8.1.3 on Waste Minimization • Perform all activities required.
• Answer Self-Check 8.1.3 on Waste Minimization • You must get a rating of 80 to 100%. If
you get below 80% rating,go over the
• Compare Answers to AnswerKey same activities.
• Perform Task Sheet. No.8.1.3 on Waste Minimization • If you get the required rating,
proceed to the next
activities.

• Read Information Sheet 8.1.4 on Efficient • Perform all activities required.

Energy Consumptions • You must get a rating of 80 to 100%. If
• Answer Self-Check 8.1.4 on Efficient Energy you get below 80% rating,go over the
Consumptions same activities.
• If you get the required rating,
• Compare Answers to AnswerKey proceed to the next
• Perform Task Sheet. No.8.1.4 on Efficient Energy activities.
Consumptions
• Read Information Sheet 8.1.5 on Causes of • Perform all activities required.
environmental inefficiencies and ineffectiveness • You must get a rating of 80 to 100%. If
• Answer Self-Check 8.1.5 on Causes of environmental you get below 80% rating,go over the
inefficiencies and ineffectiveness same activities.
• If you get the required rating,
• Compare Answers to AnswerKey proceed to the next
• Perform Task Sheet. No.8.1.5 on Causes of activities.
environmental inefficiencies and
ineffectiveness

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• Read Information Sheet 8.1.6 Appropriate • Perform all activities required.
Personnel to address the environmental hazards • You must get a rating of 80 to 100%. If
• Answer Self-Check 8.1.6 Appropriate Personnel to you get below 80% rating,go over the
address the environmental hazards same activities.
• If you get the required rating,
• Compare Answers to AnswerKey proceed to the next
• Perform Task Sheet. No.8.1.6 Appropriate Personnel activities.
to address the environmental hazards
• Read Information Sheet 8.1.7 Environmental • Perform all activities required.
corrective actions • You must get a rating of 80 to 100%. If
• Answer Self-Check 8.1.7 Environmental corrective you get below 80% rating,go over the
actions same activities.
• Compare Answers to AnswerKey • If you get the required rating,
• Perform Task Sheet. No.7.1.7 8.1.7 Environmental proceed to the next
corrective actions activities.

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 Information sheet no. 8.1.1 Importance of Environmental Literacy

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Appreciate and understand the environmental dynamics in the world around us

What is Environmental Literacy and is it Missing in the Workplace?

The word environment is defined as the natural world in which people, animals, and plants live. Environmentalism
is the concern about our natural environment and how to improve and protect it. An environmentalist is a person
interested in the natural environment and who wants to improve and protect it. The natural world is defined as all
the components of the physical universe — atoms, plants, ecosystems, people, societies, galaxies, etc., as well as
the natural forces at work.

Once we begin to understand that everything is connected, it’s inevitable for us to start thinking about the
environment as not something “out there” but as something that impacts the world around us and, more personally,
our workspace, our homes, our health. Moreover, interconnectedness helps us critically think about the world we
interact with every day, such as how the products we love are made, where they come from, and where they end
up once we’re done with them. Do employees from Fortune 1000 companies understand how the pollution from
coal- powered boats bringing in our clothing, food, building materials, furniture, etc. affect the air we breathe, our
water, our health, the economy, and entire ecosystems? How would corporate sustainability decision-makers
benefit from environmentally educated staff? So that we may pave more impactful sustainable pathways, investing
in employee environmental literacy will be a vital next step.

For successful corporate decarbonization, employees will need to understand society’s heavy reliance on finite
resources such as fossil fuels for transportation, energy, and manufacturing. Also important is making it clear the
transition to a decarbonized economy can easily be made with a diverse array of innovative sustainable materials.
When we educate employees on sustainability initiatives, we deliver a bigger more well-rounded vision of our
company to them, whereby we go far beyond immediate monetary profits, and into long-term profits that include
health of people, pesticide-free organic foods, reduced pollution, properly managed waste, well-managed resources,
increased biodiversity, and cleaner oceans that supply the oxygen we use to breathe.

At this point in human history, everyone needs to have a working knowledge of the natural world, to make
valuable short-term and long-term decisions for building sustainable foundations and protecting natural
resources and ecosystems. This requires basic environmental literacy, so we know how to value resources and
organically create a circular system, as we see in nature.

Companies with environmental solutions and sustainability initiatives have a window of opportunity to educate
about environmental stewardship, impacts of our environment on health, and how all of these factors tie into taking
action in the workplace. Educating employees about environmental solutions is a way to fill the knowledge gap and
help build a more engaged workforce. Many Fortune500 companies invest in employee environmental literacy, to
give
muscle to the entire company, rather than solely relying on the efficacy of the company’s green team. When
you change your workforce on sustainability, initiative success is cranked to the max, which is essential for
long-term business development.

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 Education is the new marketing

Until environmental science and climate change are mandated curriculums throughout global educational systems,
many environmentally conscious companies who solve environmental problems will have to deliver knowledge gap
information via marketing efforts.

As the stakes for cleaning up the planet grow, we see innovative companies in LED lighting solutions, plastic-free
choices, reusable packaging, air quality monitors, etc. worthy of top-shelf ranking, but unable to make the mark
entirely. One significant factor of this communication shortfall is companies not knowing how to communicate
sustainability in a helpful, full scope way to their community of customers and employees.

A silver lining of such a horrible infectious disease like SARS-CoV-2 has become a time to reflect, learn, improve, and
incorporate new environmental initiatives, plans, policies, educational platforms, and ventures.

What is Environmental Literacy?

We define Environmental Literacy as the ability to understand and recognize the conditions of our surroundings,
where we operate and where we live, and the impacts our individual, community, and corporate actions have on
the entire system that sustains life and commerce.

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 Why we need employee buy-in for sustainability initiatives and business growth

In a Nielson study, 81% of global respondents feel strongly that companies should help improve the environment.

When employees are educated and engaged through company-wide sustainability initiatives, it has been shown
to increase environmental programs’ success. It is a win for energizing your workforce by connecting them with
matters they care about. Improved employee performance is another benefit gained from engagement on
environmental issues, and will generate long-term economic value for staff and c-suite leadership. Ultimately
garnering employee support through environmental literacy proves to be a value to the immediate community and
society as a
whole. Companies who partake in environmental literacy see an increase in employee loyalty, efficiency, productivity,
and engagement on company sustainability initiatives. These factors all help to improve company HR scores.

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 How employee buy-in impacts the success or failure of sustainability initiatives

“When employees understand environmental issues and their impact on health and quality of life, they act in
allegiance with initiatives that serve the planet, business, and their personal life. People make smarter buying
decisions, and know the difference between genuine sustainability and greenwashing” – Denise Anderson-Rivas,
Educational Director & Co-Founder of A.R. Marketing House

Employee Brand Loyalty

When we support employee buy-in on sustainability initiatives, we see an increase in brand loyalty. Part of the
reason for this is a concept called psychological ownership. Psychological ownership of a job or organization by an
employee is a feeling of having a stake in the entity as a result of commitment and contribution. Psychological
ownership leads to greater job satisfaction, engagement, productivity, and profits.

If given a choice, most people would choose to eliminate disease, cancer, and premature death. When empowered
with the right tools and knowledge, they can participate in environmental change by taking action on air pollution,
smog, and poison plastic that deteriorates health. When a company provides communication and engagement around
environmental solutions, they fill voids of the absence of knowledge and miseducation around sustainability and
important climate action. Environmental literacy is the litmus test for environmental commitment. With newfound
knowledge, the people who work for you become closer to the company mission; their newfound learning and
efforts serve as an extension of the good that can be produced.

For example, do you remember your favorite K-12 teacher? Did that teacher make you feel special and remind you
of your unique place in the world? Did they help you rise to your best self and help you recognize your purpose?
You may likely have adopted some values that your favorite teacher thought were important. Perhaps that was
gardening, eating healthy, picking up litter, becoming politically active, or simply being a more conscientious, caring
person.

When a company takes on sustainability initiatives and invests in educating, you embody a similar role to our
impressionable teacher. People who work at your company become better, more well rounded employees as a result.
That means a happier, more fulfilled workforce with improved productivity that delivers toward broader business
objectives.

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 Environmental literacy vs. Environmental illiteracy

What does environmental literacy and engagement mean for a company with sustainability initiatives?
Unfortunately, environmental science is not a staple in our education system (we hope to see this change). Without
the understanding that everything is connected, it is hard for anyone to relate to the overwhelming word,
environment. The environment becomes just a word out there and framed only for “tree huggers” and
“environmentalists.” While nothing could be further from the truth, environmental literacy can mean the difference
between life and death for an individual and the success or failure of a company.

Starting with a company’s initiatives, education around the who, what, where, why, and how employees are
connected to actions that impact air quality, water, health, and food systems. Communicating on environmental
education means connecting people to the systems they rely on for sustenance and how those systems relate to
sustainable initiatives. Initiatives become a springboard for improving employee health, wellness, longevity, and
wealth. Delivering reliable, relatable environmental training makes for a more informed employee base who will
make better choices for the company at each step throughout their workday and beyond into their personal lives,
which becomes a societal WIN-WIN-WIN.

Environmental illiteracy is a current disease of humanity; it holds us back from making educated decisions and
taking action on essential measures like climate change. We need to commit to eradicating environmental illiteracy
because our lives and our businesses depend on it.

What does environmental illiteracy mean for a company with sustainability goals?

Currently, there is a lack of substantial, relatable education about climate change and the major environmental
issues society faces today. Many media outlets copy and paste watered down information based on imperfect
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interpretations of scientific studies. Environmental news has become a regurgitation and a dangerous game of
telephone. When misinformation is widespread, it creates doubt within people, and the result is a lack of care for
the future. In turn, this indifference leads to poor decision making at work and personal decisions that could be
detrimental to life and the environment.

Distrust and frustration that emerge from a lack of foundational knowledge on environmental issues make people
easily fall victim to greenwashing, believing unsubstantiated claims that set back the scale on important workplace
initiatives. Without a strong commitment to employee development on sustainability, employees will not have a
foundation of knowledge and will lack interest in the company’s sustainability initiatives. We want employees to
adopt new ideas, and your company initiatives could offer a successful framework for understanding. A lack of
literacy means a lack of actionable adoption for company sustainability goals.

Employees properly educated in sustainability adopt sustainable measures across their personal and professional
life

Three years ago, our Environmental Content Director decided to run a company contest to see if our team could go
the entire month without buying any single-use plastic. We started on Earth Day, and most of us quickly realized
how difficult this challenge was. Most of us refilled our glass and stainless steel reusable bottles. Ernesto, one of
our fantastic graphic design artists, found himself on the road parched and looking for water at a convenience
store. He looked for an aluminum can and was pleased to find a reusable aluminum bottled water at 7-eleven,
which he kept for at least a year before recycling it.

The plastic-free challenge was a big realization that while many plastic-free choices exist when you do a simple google
search, in a pinch, those options are far fewer on the shelves. The challenge also proved another point, the
importance of having enough knowledge to choose the best materials for something as simple as a bottle of water.
That requires some background in material recycling and the importance of seeking reusable options first.

Teaching employees skills in sustainability helps them know what to look for when seeking alternatives to
environmentally damaging products. However, employees that don’t have this background won’t know enough to
make a better choice or will flail and rely on marketing tactics by less than sustainable companies that greenwash.

The NO single-use plastic bottle beverage initiative still stands at A.R., and we continue to educate new members of
the team on the importance of sourcing more sustainable beverage containers like reusable glass and aluminum.

Building personal frameworks are the success cursor for teaching Environmental Literacy

Environmental learning initiatives cannot help but be personal if you’re looking for genuine adoption. For example, if
we want staff to stop wasting plastic, we have to teach about the toxicity plastic packaging has on our family’s
health and food systems. Topics become a part of conversations, seeping into the psyche. We become aware of
how one issue of plastic packaging affects our quality of life on a grander scale (affecting air, water, food, farming,
and short- and long-term health). Environmental literacy as a staple part of your company’s culture makes for an
even more significant impact on bottom-line measures.

Be the change that sparks a revolution

One of the most effective and empowering measures of environmental literacy is that when we train staff, they take
their lessons home. It’s especially impactful when you see the fruits of environmental literacy seep into your
company’s culture. When businesses take their sustainability initiatives seriously, they take education on those
initiatives seriously, and we see that play out in employees, their families, and their civic engagement. A
commitment to providing employees with Environmental Literacy is the spark needed for impacting real world shifts
on sustainability and is the direction for businesses that plan to be around for decades to come.

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 Next steps to implementing Environmental Literacy Certification for employees

Linking employee values to sustainability breed long-term success. Bridging the gap in knowledge for those with
little exposure or knowledge of the environmental issues we face today can make all the difference to explosive success
for company-wide sustainability initiatives.

Defining Environmental Literacy

Informed Decisions and Actions

Environmental Literacy encompasses experiences, understanding and action. While knowledge and understanding are
important components of environmentally literate citizens, the key is connecting what we know and what we do.

According to "Developing a Framework for the Assessment of Environmental Literacy" published by the North
American Association for Environmental Education (NAAEE):

An environmentally literate person, both individually and together with others, makes informed decisions
concerning the environment; is willing to act on these decisions to improve the well-being of other individuals,
societies, and the global environment; and participates in civic life. Those who are environmentally literate possess,
to varying degrees:

• Knowledge and understanding of a wide range of environmental concepts, problems, and issues;
• A set of cognitive and affective dispositions;
• A set of cognitive skills and abilities;
• The appropriate behavioral strategies to apply such knowledge and understanding in order to make
sound and effective decisions in a range of environmental contexts.
Knowledge and Deeds

Environmental literacy is more than comprehending, it is demonstrating capabilities. So while students learn
about photosynthesis or water quality, those facts alone does not demonstrate environmental literacy.

Today's students must understand the ecological, economic, and cultural connections between humans and the
environment. And they must recognize the impact of decisions made by individuals (including themselves) and
governments.

Environmental literacy is integral to fostering this understanding, emphasizing that humans are part of a
global community and that actions and decisions made locally by individuals or communities have effects
that go well beyond local environments.

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 SELF CHECK 8.1.1
Importance of Environmental Literacy

Employee Feedback on Workplace Environmental Literacy

Please share your thoughts on sustainability initiatives & environmental literacy at your workplace.

Does the company you work for have sustainability initiatives?

o Yes
o No
o Maybe
How willing are you to participate in sustainability activities with the company you work for?
o Very Willing
o Somewhat Willing
o Willing
o Not Willing
Which of the following sustainability efforts are you aware of on your company campus/office spaces/warehouse
spaces/etc.?

o Waste (i.e recycling and waste reduction, reduce and reuse, green cleaning, recycled content, food, farming,
etc.)
o Energy (i.e. conservation efforts, renewable energy use, Energy Star, utility solutions, etc.)
o Food & Farming (i.e. local food, sustainable farming, food composting, sustainable food storage, composting
organics, green space management, soil, agriculture, climate change, fiber, medicine, etc.)
o Water (i.e rooftop gardens, rain gardens, clean streams, rain barrels, sustainable sourcing, water rights)
o Transportation (ie. bike/ped, transit, alternative fuels, electric vehicles, battery storage, etc.)
o Building (i.e. Green Building, LEED, etc.)
o Climate Change (i.e. carbon reduction, air quality, etc.)

My company is a leader in sustainable practices among other businesses.

I would be more committed to my company community if sustainability and education on sustainability topics were
a bigger part of workforce development.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly agree
Which of these three definitions of sustainability below resonate with you the most?

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 o “Creating an economic system that provides for quality of life while renewing the environment and
its resources”
o “Living within the resources of the planet without damaging the environment now or in the future”
o “Taking the long-term view of how our actions affect future generations and making sure we don't
deplete resources or cause pollution at rates faster than the earth is able to renew them”
o All of the above
o None of the above
I fully understand the meaning of the term “sustainability.”

How concerned are you about environmental issues?

o Very Concerned
o Somewhat Concerned
o Concerned
o Not Concerned
Do you think environmental issues directly affect your life and your health?
o Yes
o No
o Maybe
If you could save money, in your department, at work, or personally would you participate in sustainability activities
at work?
o Very Willing
o Somewhat Willing
o Willing
o Not Willing

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 ANSWER KEY 8.1.1
Importance of Environmental Literacy

1. Survey, students will give the answer

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 Information sheet no. 8.1.2 Environmental Work Procedures

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Learn environmental procedures

Environmental Safety Procedures in the Workplace and on Job Sites

By My Service Depot on Thursday, May 20, 2021
Good environmental policy often doubles as good business policy.

When it comes to protecting the environment, starting small can make a big impact. As a field service business,
this can include making sure you clean up after opening new tools or hardware, and properly tearing down or
removing old equipment. In addition, you can make changes on the office side of your business to help
conserve the
environment. Remember, every small gesture adds up, increases your business’ professionalism, and has the potential
to impress customers.

Environmental Hazards on the Job Site

Every field service business should aspire to leave no trace (except for quality work, of course). Cleaning up on job
sites prevents garbage from entering the environment and causing damage to the local ecosystem. Not only can
debris damage the ecosystem, it can also cost you and your company big bucks in fines. A few safety responsibilities
include:

• Safety courses
• Avoiding shortcuts

• Using proper PPE, especially with the added safety guidelines produced in the last year
• Developing an emergency plan

Ecological Hazards
Leaving no trace is one step, but we can go a bit further to ensure that hazardous materials and chemicals receive
proper handling and get disposed of according to local and state guidelines. Likewise, ensure that you store chemicals
in a leak-proof container so that they can’t leak into the local waterways. Taking these safety precautions
eliminates potentially serious damage to your environment, and also erases the potential for fines for these
offenses.

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Environmental Safety Procedures for Office Environments
You can also make environmentally conscious strides in the office. Cut down on waste, recycle when possible, and
store hazardous materials in clearly marked areas that following OSHA guidelines. OSHA states “Storage areas shall be
kept free from accumulation of materials that constitute hazards from tripping, fire, explosion or pest harborage.”
These guidelines help the safety of you and your employees. Remember, workplace accidents often ding your
bottom line.

Another environmentally friendly thing you can do? Go paperless. Doing this makes all of your customer records,
job records, history, and equipment information digital. This not only streamlines your business, it helps the
environment. You can start to use mass email for marketing purposes, and send your customers digital forms,
invoices, and estimates. This, in turn, cleans up the office and reduces clutter.
Going Paperless in the Field
Going the paperless route becomes even more beneficial in the field. At a stroke, you can eliminate the need for
paper work orders, invoices, purchase orders, and even payments. It’s all possible thanks to field service management
software like Smart Service.
We don’t have enough space to highlight all the benefits of Smart Service, so we’ll just focus on one that directly
ties into environmental concerns: optimized routing. Streamlining the service routes each of your technicians take
helps them avoid environmentally (and financially) unfriendly drive time, as they’ll tackle jobs in a logical order
instead of bouncing to and fro across town. In addition to less paper usage, this means less fuel waste, and less wear
and tear on company vehicles.

Get started today by scheduling a free, online Smart Service demo.

This article was written by the field service industry experts at Smart Service. Smart Service is a mobile scheduling,
work order, and customer management software system for QuickBooks. Thousands of field service businesses rely on
Smart Service to streamline their workflow, eliminate waste and boost revenue

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 SELF CHECK 8.1.2
Environmental Work Procedures

1. Environmental Hazards on the Job Site

2. What are the Environmental Safety Procedures for Office Environments?

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 ANSWER KEY 8.1.2
Environmental Work Procedures
1.

• Safety courses

• Avoiding shortcuts
• Using proper PPE, especially with the added safety guidelines produced in the last year
• Developing an emergency plan

2.
You can also make environmentally conscious strides in the office. Cut down on waste, recycle when possible,
and store hazardous materials in clearly marked areas that following OSHA guidelines. OSHA states “Storage areas
shall be kept free from accumulation of materials that constitute hazards from tripping, fire, explosion or pest
harborage.” These guidelines help the safety of you and your employees. Remember, workplace accidents often ding
your bottom line.

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 Information sheet no. 8.1.3 Waste Minimization

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Appreciate and understand the environmental dynamics in the world around us

Waste Minimization

What is Waste Minimization?

Waste Minimization is a waste management approach that focuses on reducing the amount and toxicity of
hazardouswaste generated. In addition to hazardous wastes regulated under The Resource Conservation and
Recovery (RCRA), EPA encourages the minimization of all wastes. Waste minimization techniques focus on
preventing waste from ever being created, otherwise known as source reduction, and recycling. These techniques
can be practiced at several stages in most waste generating processes, but require careful planning, creative
problem solving, changes in attitude, sometimes capital investment, a d genuine commitment.

EPA is committed to reducing the presence of the most persistent, bio-accumulative, and toxic chemicals in industrial
hazardous wastes by 25 percent by the year 2000 and 50 percent by the year 2005. It is also important that these
chemicals are not transferred from one environmental media to another (for example, from air to water).

Who Should Practice Waste Minimization?

All hazardous waste generators should practice waste minimization because it makes good business sense.
However, RCRA, as amended by the Hazardous and Solid Waste Amendments of 1984, specifically requires Large
Quantity Generators of hazardous waste to certify when they sign their manifests, and they have a program in
place to reduce the volume and toxicity of waste generated to the extent economically practical. Small Quantity
Generatorsare required to certify when they sign their manifests, that they have made a good faith effort to
reduce the volume and toxicity of the hazardous wastes they generate. Additionally, all large quantity hazardous
waste generators mustreport biennially on waste minimization activities.

Why is Waste Minimization Important?

Waste minimization is important because it helps protect the environment and it makes good business sense. In
fact,businesses can simultaneously manage both business and environmental objectives by focusing on waste
minimization. For example, companies have discovered that waste minimization:
• Saves money through avoided disposal and raw materials purchase costs;
• Reduces regulatory burdens and compliance costs;
• Builds better community relations;
• Minimizes short and long term liability;
• Creates safer working conditions for employees;
• Protects human health and the environment;
• Demonstrates environmental leadership;
• Improves competitiveness through greater efficiencies and deceased overhead costs.

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 SELF CHECK 8.1.3
Waste Minimization

1. What is Waste Minimization?

2. Who Should Practice Waste Minimization?

3. Why is Waste Minimization Important?

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 ANSWER KEY 8.1.3
Waste Minimization
1. Waste Minimization is a waste management approach that focuses on reducing the amount and toxicity of
hazardous waste generated. In addition to hazardous wastes regulated under The Resource Conservation and
Recovery (RCRA), EPA encourages the minimization of all wastes. Waste minimization techniques focus on
preventing waste from ever being created, otherwise known as source reduction, and recycling.

2. All hazardous waste generators should practice waste minimization because it makes good business sense.
3. Waste minimization is important because it helps protect the environment and it makes good business
sense. In fact, businesses can simultaneously manage both business and environmental objectives by
focusing on waste minimization. For example, companies have discovered that waste minimization:

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 Information sheet no. 8.1.4 Efficient Energy Consumptions

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Appreciate and understand the environmental dynamics in the world around us

Energy Efficiency
Office of Energy Efficiency & Renewable Energy

Energy efficiency is the use of less energy to perform the same task or produce the same result. Energy-efficient
homes and buildings use less energy to heat, cool, and run appliances and electronics, and energy-efficient
manufacturing facilities use less energy to produce goods.

Energy efficiency is one of the easiest and most cost-effective ways to combat climate change, reduce energy costs for
consumers, and improve the competitiveness of U.S. businesses. Energy efficiency is also a vital component in
achieving net-zero emissions of carbon dioxide through decarbonization.

The Office of Energy Efficiency and Renewable Energy (EERE) champions clean energy through its technical offices
and programs that fund research and development and promote energy efficiency across all sectors of the U.S.
economy. Learn how you, too, can become a Clean Energy Champion.

Energy Efficiency Benefits

Energy efficiency saves money, increases the resilience and reliability of the electric grid, and provides environmental,
community, and health benefits.

COST SAVINGS

At home, you can save money on energy bills by making energy-efficient and weatherization upgrades—such as
adding insulation, using LED lighting, and installing a heat pump—that reduce your energy use and can improve
comfort.

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Energy-efficient buildings cost less to heat, cool, and operate, while industry and manufacturing plants can make
products at lower cost. Energy-efficient transportation results in fuel savings.

COMMUNITY BENEFITS

Energy-efficiency programs improve community resilience and address energy equity by bringing efficient, cost-
effective technologies and infrastructure to underserved communities, including communities of color.

These communities are disproportionately affected by air pollution and have a higher energy burden, which is the
percentage of gross household income spent on energy costs.

ENVIRONMENTAL BENEFITS

Reducing energy use is essential in the fight against climate change, because traditional power plants burn fossil fuels
that release greenhouse gases and contribute to air pollution. Energy-efficient homes and buildings are also better
equipped to switch to renewable energy, which does not produce harmful emissions.

RESILIENCE AND RELIABILITY

Energy-efficiency improvements reduce the amount of electricity on the grid at one time, known as load, minimizing
congestion and stress on the U.S. electric grid. Less load prevents power disruptions.

HEALTH BENEFITS

Reducing fossil fuel use results in cleaner air, water, and land, all of which directly affect human health—especially
those in marginalized communities and people with conditions that are exacerbated by pollution.

Energy Efficiency across Sectors

EERE works to improve energy efficiency across buildings, industrial, and government sectors through four technology
offices, as well as through programs, partnerships, and initiatives.

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12 ways to make your home more energy efficient
Simple tricks that save you power and money.

Improving your home's energy efficiency doesn't have to involve expensive upgrades or months of renovations.

With a few tweaks to your habits and a little DIY, you can make your home more comfortable and save money too.

1. Tend to your furnace

New high-efficiency furnaces use the least amount of energy, but older models can also be made more efficient.
Annual servicing by a professional is the first step. That will involve cleaning the parts you can’t see or reach and
making sure it isn’t working harder than it has to. For your part, replacing filters every three months more if you’ve
done renovations or have pets ensures air moves easily into the unit and also prolongs your furnace's life.

2. Wrap the water heater

On-demand water heaters are often the most efficient choice, since water is only heated when it's in use. For
electric hot water tanks, try wrapping them in an insulating blanket to reduce heat loss.

3. Seal ductwork
Hot air can escape through joints in ductwork. That means you’re paying to heat places you don’t want to (for
instance, an unfinished basement) and not getting heat to areas you do (upper floor rooms). Applying heating-vent
tape to all visible joints will help.

4. Test windows and doors

Without an airtight seal, you’re wasting energy when heating and cooling your home. Check for drafts by holding a
lit incense stick or a candle around window frames and doors. If it flickers, you have a draft. Use caulking around frames,
install or replace weatherstripping, and add a door sweep. In colder months, applying exterior window film will
increase efficiency even further.

5. Use ceiling fans

Ceiling fans are great when you need to cool bedrooms, but not the whole house, especially at night. The fan will
also help in cold months most come with a “reverse” option that pushes hot air down into the room.

6. Run large appliances in the evening

The washer, dryer and dishwasher all use a lot of energy and often run for long periods of time. If you are on time-
of- use rates, try shifting your schedule to wash clothes or dishes in the evening or any time on weekends. Also
consider using the air-dry option on the dishwasher and washing clothes on a shorter cycle.

7. Install a clothesline
Dryers can account for up to six per cent of a home’s total energy use. Hang your clothes outside in warm months
and inside to air dry during the winter when possible.

8. Clean large appliances

When the vent at the back of the refrigerator and the clothes dryer exhaust get clogged with dust, the motors work
harder, requiring more energy. Vacuum those areas a couple of times every year.

9. Automate usage
A smart thermostat can reduce your heating and cooling costs by up to 15 per cent. It work by learning your habits
and adjusting the temperature automatically. For example, if you tend to turn the temperature down before bed at
10 p.m., a smart thermostat will start making that adjustment automatically. You can also control a smart thermostat
from an app, whether you're at home or not. So, if your schedule changes unexpectedly, you can still maintain
control of your heating and cooling costs from the palm of your hand.

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Automating your lighting can also help you save. For lights, install dimmer switches and motion sensors that turn off
when you leave the room.

10. Fight phantom power consumption

Plug countertop appliances and electronic devices into a power bar and program it to switch off at night. Remember
that televisions, cable boxes, PVRs and game consoles suck energy even when they're not in use. Having them all on a
single power bar makes it easy to switch them off before everyone goes to bed.

11. Watch the chargers

Chargers that are plugged in draw power even when no device is attached. Once your phones, tablets or other devices
are fully charged, unplug it it keeps drawing energy if you don’t.

12. Invest in an energy audit

Once you’ve done everything you can accomplish yourself, a professional can tell you where there’s room for
improvement and more savings.

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 SELF CHECK 8.1.4
Efficient Energy Consumptions

1. Energy Efficiency Benefits

2. 12 ways to make your home more energy efficient

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 ANSWER KEY 8.1.4
Efficient Energy Consumptions

1. Energy efficiency saves money, increases the resilience and reliability of the electric grid, and
provides environmental, community, and health benefits.
2.

1. Tend to your furnace

2. Wrap the water heater
3. Seal ductwork
4. Test windows and doors
5. Use ceiling fans
6. Run large appliances in the evening
7. Install a clothesline
8. Clean large appliances
9. Automate usage
10. Fight phantom power consumption
11. Watch the chargers
12. Invest in an energy audit

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 Information sheet no. 8.1.5 Causes of environmental inefficiencies and ineffectiveness

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Understand the effect of environmental inefficiencies and ineffectiveness

Five Environmental Factors that Affect Health

What is the Environment?

In simple words, the environment can be defined as everything around us. Our environment is composed of
both living and non-living things, and is referred to as the biotic and abiotic components of the environment.
Also Read: Our environment.
Biotic components
Biotic components comprise all living things, including animals, birds, microbes, plants, reptiles, and insects.
Abiotic components
Abiotic components comprise all non-living things, including the soil, air, temperature, water, sunlight,
nutrients, rocks, mountains, etc.
Also Read: Biotic And Abiotic Factors
Environmental Factors
The environmental factors can be defined as the identifiable element within the environment that affects an
organism’s survival, operations, and growth.
Environmental factors involve everything that changes the natural environment. Some elements are visible, while
others cannot be seen. Air, water, climate, soil, natural vegetation and landforms are all environmental factors.
By definition, the environmental factors affect everyday living, and play a key role in bringing health differences
across the geographic areas. The interaction between human and ecological factors significantly impacts human
health, either directly or indirectly.

Five Environmental Factors

The primary five environmental factors which affect the health and well-being of human life are:
Pollution
Pollution is defined as introducing pollutants, organic molecules, or other unsafe materials into the Earth’s
atmosphere. This can either be caused by natural events (like forest fires) or by man-made activities (like emissions
from automobiles, factories, nuclear wastes, etc.)
The different types of pollution include:

• Air pollution
• Soil pollution
• Noise pollution
• Water pollution
• Radioactive pollution
Explore more: Types of Pollution

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Deforestation
Deforestation refers to the cutting down of trees and the destruction of forests. These can either be for human
habitation and use or natural causes.
Deforestation has a tremendous negative impact on the environment. The most dramatic effect is a loss of trees
and forests, which drives climate change, and several other problems have been raised for the ecosystem.
Explore more: Difference Between Afforestation and Deforestation
Solid Waste Pollution
Solid waste pollution is also referred to as a type of pollution, along with air, water, noise and soil pollution.
Solid waste pollution refers to the improper disposal of solid waste, including garbage, construction waste,
metal pieces, glass and plastic products, dead and decaying matter, solid agricultural waste, medical waste,
radioactive waste, etc.
Explore more: Causes Of Solid Waste Pollution
Global Warming
The phenomenon of a gradual increase in the average temperature of the Earth’s atmosphere and its water bodies
is termed global warming. The leading cause for this environmental issue is the increased volumes of greenhouse
gases, such as carbon dioxide and methane released by burning fossil fuels, emissions from vehicles, industries,
and other human activities.
Explore more: Global warming
Change in Climatic Conditions
There are several causes of climate change. The most significant effect on the climate is the increasing trend in the
concentration of greenhouse gases and global warming in the atmosphere.
Climate change is having an adverse impact on the environment. These include the physical, chemical, and biological
characteristics of ecosystems.
Other than natural disasters, humans are also responsible for climate change. The burning of fossil fuels, emissions
from vehicles, and industries are a few of them.
A change in the global climate includes:

• Typhoons
• Rising temperature
• An average to more rainfall
• Melting of global ocean currents and lots more.
Explore more: Effects Of Climate Changes
This article concludes with a brief introduction to the environment, and the primary five environmental factors which
affect human health. To know more about environmental factors, other related topics and important questions on
pollution, keep visiting our website, at BYJU’S Biology.

Frequently Asked Questions on Five Environmental Factors that Affect Health

What are Environmental Issues?

Environmental issues are a warning of the upcoming disaster, which
leads to the degradation of air, water and soil quality. If these issues are not controlled, there will soon be no life on
earth.

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What are the major causes of environmental issues?
An environmental issue can be defined as the harmful effects of any human activity on the environment.
The major causes of environmental issues are:

• Pollution
• Solid Waste
• Deforestation
• Global Warming
• Depletion of Natural Resource

What are the practical measures taken to reduce environmental issues?

As we all know, the primary cause of environmental issues is human activity. Therefore, the following are the
specific measures taken to reduce the environmental issues:

• Plant more trees

• Reduce the use of automobiles
• Use renewable sources of energy
• Reuse and recycle waste products
• Disposal of solid and harmful waste properly

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 SELF CHECK 8.1.5
Causes of environmental inefficiencies and ineffectiveness

1. What are the practical measures taken to reduce environmental issues?

2. What are the major causes of environmental issues?

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 ANSWER KEY 8.1.5
Causes of environmental inefficiencies and ineffectiveness

1.

• Plant more trees

• Reduce the use of automobiles
• Use renewable sources of energy
• Reuse and recycle waste products
• Disposal of solid and harmful waste properly

3.

• Pollution
• Solid Waste
• Deforestation
• Global Warming
• Depletion of Natural Resource

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 Information sheet no. 8.1.6 Appropriate Personnel to address the environmental hazards

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Know who to report polluters

Environmental pollution: new study finds that polluters do not pay for the damage they cause

To a very large extent, EU polluters do not pay for the environmental damage that they cause, imposing health and
clean-up costs on the whole society instead. These were the findings of a new Commission study on ‘Green
taxation and other economic instruments’. The study shows that the costs of pollution and environmental damage
greatly exceed the revenues generated from taxes and other economic instruments to tackle polluting activities.
This is the case across the board: for all pollutants, in all EU Member States and across all sectors of the economy. The
study also calls for wider use of environmental taxation and other economic instruments to send a strong signal to
polluters to reduce their emissions, and to avoid charges falling disproportionately on poorer households.

The Commission will support national rollouts of green taxes and economic instruments, in particular through
the European Semester process where it can recommend the identified good practices as part of its dialogue with
Member States. Building on the results of the study, the Commission launched the ‘Greening taxes – applying
polluter pays principle in practice’ flagship initiative as one of the support projects under the Technical Support
Instrument, the EU programme that provides tailor-made technical expertise to EU Member States to design and
implement reforms.

Virginijus Sinkevičius, Commissioner for the Environment, Fisheries and Oceans, said:

The costs of pollution and environmental degradation are real. They come from unsustainable production and
consumption that affects our health and the environment, but the polluters are not held accountable for them. It is
the society and nature that pay the bill. Shifting taxation to environmental pollution and getting the prices right is a
way to reduce costs on citizens and promote innovation and investment in a cleaner economy. With the interactive
toolkit on economic instruments the Commission takes yet another step to support Member States on the journey
of sustainable fiscal reforms and make the polluter pays principle a reality in the EU.

The study finds that evidence is strongest for air pollution, greenhouse gases (GHGs) and water pollution as good data
on both costs and emissions is available across the EU. The costs of air pollution, GHGs and water pollution alone
amount to at least EUR 750 billion per year across the EU. However, polluters are charged only 44% of the cost of
air pollution and GHGs, whilst water polluters pay almost nothing. More localised evidence about other forms of
environmental damage tells the same story.

The study also finds that at national level, taxation of waste management is uncommon and local waste management
charges tend to reflect only the cost of providing the service rather than a share of the identified EUR 420 billion
external cost.

Macroeconomic modelling of an EU-wide scenario shows that higher environmental taxes, with revenues used to
reduce labour taxes, would have positive impacts on growth, jobs and real incomes. The EU scenario capturing a
conservative portfolio of 10 economic instruments applied across the EU raises EUR 30 billion per year by 2030, and
boosts GDP growth by 0.2% and employment by 0.1%. The study also presents plenty of good examples in European
countries that other countries could use as inspiration for their own green taxation policies.

There is a clear scope to apply the polluter pays principle more rigorously through an expansion of environmental
taxation and other economic instruments in the EU. To support this process, an interactive toolkit building on the
findings of the study is now online, presenting economic instruments used in EU Member States for all
stakeholders who want to engage in discussions encouraging application of the polluter pays principle. It
showcases examples, and provides suggestions of which economic instruments could be implemented in Member

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States and the effects of these

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instruments. It also contains a myth-busting section to address directly the criticism of a broader implementation of
economic instruments.

Background

The Polluter Pays principle is one of the key principles underlying EU’s environmental policy – that those
responsible for environmental damage should pay to cover the costs. Applying the principle means that polluters
are incentivised to avoid environmental damage and are held responsible for the pollution that they cause.
Assigning the right price to pollution, as required by the polluter pays principle, is a key driver for cleaner production
and consumption.

The study estimates the external environmental costs associated with different sectors of the economy in five
areas: air pollution and greenhouse gas emissions, water pollution, waste treatment, water scarcity and
biodiversity loss. These costs are compared with the revenues generated from those economic sectors through
taxes and other economic instruments, to show their apparent degree of internalisation.

The study was commissioned by the European Commission and developed by the Institute for European
Environmental Policy. Its conclusions support the findings of the European Court of Auditors that the Polluter Pays
Principle is inconsistently applied across EU environmental policies and actions.

A complementary work is ongoing on phasing out of environmentally harmful subsidies, with a workshop planned
for 15 November. You can register here. The results of these two projects together will support Member States
wishing to embark on greening their budgets.
DEPARTMENT OF ENVIRONMENT AND NATURAL RESOURCES

The Department of Environment and Natural Resources (DENR) is responsible for the formulation and implementation
of policies, guidelines, and rules related to environmental management, as well as the management and
conservation of the country’s natural resources. The DENR also implements rules and regulations governing the
exploration, development, extraction, disposition, and use of forests, minerals, wildlife, and other natural
resources.

The following agencies are attached to the DENR:

Environmental Management Bureau
Mines and Geo-Sciences Bureau
National Mapping and Resources Information Authority
National Water Resources Board
Palawan Council for Sustainable Development
Laguna Lake Development Authority
Natural Resources Development Corp.
Pasig River Rehabilitation Commission
Philippine Reclamation Authority
Philippine Forest Corporation

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 SELF CHECK 8.1.6
Appropriate Personnel to address the environmental hazards

1. The following agencies that are attached to the DENR:

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 ANSWER KEY 8.1.6
Appropriate Personnel to address the environmental hazards

1.
Environmental Management Bureau
Mines and Geo-Sciences Bureau
National Mapping and Resources Information Authority
National Water Resources Board
Palawan Council for Sustainable Development
Laguna Lake Development Authority
Natural Resources Development Corp.
Pasig River Rehabilitation Commission
Philippine Reclamation Authority
Philippine Forest Corporation
Philippine Mining Development Corporation

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 Information sheet no. 8.1.7 Environmental corrective actions

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Help Solve Environmental Problems

Ways to Solve Environmental Problems? 5 Simple Ways You Can Help

We are currently facing the most critical environmental issues in human history. Our climate, planet, lives, and
future as a civilization are all at risk. While the magnitude of that thought can be extremely overwhelming, don’t
allow yourself to feel helpless, not knowing where to begin. Making small steps and adjustments in your daily
routine will give you a sense of success and a yearning to attempt more.

Here are 5 simple ways you can help the environment and spark others to become more environmentally aware.

1. Replace disposable items with reusable

Anything you use and throw away can potentially spend centuries in a landfill. See below for simple adjustments you
can make to decrease the amount of disposable items in your daily life.

• Carry your own reusable cup or water bottle

• Use airtight, reusable food containers instead of sandwich bags and plastic wrap
• Pack a waste-free lunch: carry your utensils, cloth napkin, and containers in a reusable lunch bag
• Bring your own bags to the grocery store
• Consider buying bulk containers of your preferred beverages and refilling a reusable bottle, instead of
buying individually packaged drinks
• Use rechargeable batteries
2. Pass on paper
We are living in the Digital Era, but think about all the paper products you use in your daily life. These actions still
align with reusing and repurposing, though may take a little more time for transition.

• Join a library instead of buying books or buy a Kindle

• Print as little as possible; and if you must, print on both sides
• Wrap gifts in fabric and tie with ribbon; both are reusable and prettier than paper and sticky-tape
• Stop using paper towels and incorporate washable cloths
• Look at labels to make sure you only use FSC-certified wood and paper products
• Cut out products made by palm oil companies that contribute to deforestation in Indonesia and Malaysia
3. Conserve water & electricity
The tips you see below will seem like no-brainers; however, it may take to become more aware of your
unconscious habits.

• Turn the sink water off when brushing your teeth

• Water the lawn in the morning or evening; cooler air causes less evaporation
• Switch off anything that uses electricity when not in use (lights, televisions, computers, printers, etc.)
• Unplug devices when possible; even when an appliance is turned off, it may still use power
• Remove chemicals inside of the house; research companies that use plant-derived ingredients for their
household cleaning products
• Remove chemicals outside of the house; use eco-friendly pesticides and herbicides that won’t contaminate
groundwater
• Consider signing up for a renewable energy producer that uses 100% renewable energy to power homes
4. Support local & environmentally friendly
Here are a few reasons to start buying local:

• Reduces plastic and paper waste

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 • Boosts cost-efficiency
• Enables bulk purchasing
• Helps support your neighbors
• Retains farmland within the community
• Builds up the local economy
• Uses fewer chemicals for both for growing and transporting
5. Recycle (& then recycle properly)
Implementing recycling habits into your daily life is one of the most effective ways to help lessen landfill waste,
conserve natural resources, save habitats, reduce pollution, cut down on energy consumption, and slow down global
warming.

• Confirm you are using the proper separation containers for your household per the local recycling services
• Remember to make sure your trash bags are recycled or biodegradable, and always cut up the plastic rings
from packs of beer or soda to prevent wildlife from getting caught
• Educate yourself about what can and cannot be recycled, as not all plastic and cardboard is acceptable (like
pizza boxes for example, due to the grease) (click here for a simple 101)
• Learn how to identify and dispose of hazardous waste properly (click here to learn more)
Taking the time to simply read this article for ways to solve environmental problems is a step forward to becoming
more aware of the needs of your environment. You are now taking action, and every change–big or small–will
create an impact.

If you’re already taking action on the suggestions above, see below for additional tips and ideas:

• Add these simple lists to your digital checklist and pick one at a time to tackle. After a week or so, check it
off the list and move on to the next. Remember to pat yourself on the back! You just created a change in
your lifestyle!
• Find a comfortable compromise for your life. Purchase a pack of affordable, reusable rags and give them a
specific purpose. For example, perhaps you always clean your countertops with paper towels; try
wiping them down with cloth towels instead.
• Remember to highlight your successes and share them with others! #savetheplanet
• Calculate your environmental footprint to see how much impact just one person has on the
world’s resources and adjust accordingly.
• Consider an environmentally-focused career like one of the top four environmental jobs of the future.

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 SELF CHECK 8.1.7
Environmental corrective actions

1. Give at least 10 ways how you can help the environment and spark others to become more
environmentally aware

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 ANSWER KEY 8.1.7
Environmental corrective actions

1. Student will give the answer (students activity)

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REFERENCES AND FURTHER READINGS
https://armarketinghouse.com/what-is-environmental-literacy-and-is-it-missing-in-the-workplace/?cn-reloaded=1
https://maeoe.org/environmental-literacy/defining-environmental-literacy
https://www.smartservice.com/smart-service-blog/environmental-safety-procedures-workplace/
https://www.eiu.edu/environ/doc123/Waste%20Minimization.pdf
https://www.energy.gov/eere/energy-efficiency
https://saveonenergy.ca/For-Your-Home/Advice-and-Tips/12-ways-to-make-your-home-more-energy-efficient
https://byjus.com/biology/what-are-the-five-environmental-factors/
https://environment.ec.europa.eu/news/environmental-pollution-new-study-finds-polluters-do-not-pay-damage-
they-cause-2021-11-12_en
https://unity.edu/sustainability/ways-to-solve-environmental-problems/

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 MODULES OF INSTRUCTION
ELECTRICAL INSTALLATION AND MAINTENANCE NC II
QUALIFICATION

UNIT OF COMPETENCY PRACTICE ENTREPRENEURIAL SKILLS IN THE WORK-PLACE

MODULE TITLE PRACTICING ENTREPRENEURIAL SKILLS IN THE WORKPLACE

This module covers the outcomes required to apply entrepreneurial

MODULE DESCRIPTOR workplace best practices and implement cost-effective operations

NOMINAL DURATION 4 HOURS

LEARNING OUTCOMES

At the end of this module you must be able to:

1. Apply entrepreneurial workplace best practices

2. Communicate entrepreneurial workplace best practices
3. Implement cost- effective operations

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 LEARNING OUTCOME SUMMARY

UNIT OF COMPETENCY 8 PRACTICE ENTREPRENEURIAL SKILLS IN THE WORK-PLACE

LEARNING OUTCOME
1. Apply entrepreneurial workplace best practices
2. Communicate entrepreneurial workplace best practices
3. Implement cost- effective operations
CONDITION:
• Simulated or actual workplace
• Tools, materials and supplies needed to demonstrate the required tasks
• References and manuals
Enterprise procedures manuals
Company quality policy
METHODOLOGY:
• Group
• discussion
• Interaction
• Reportorial
ASSESSMENT METHOD:
• Interview
• Third-party report

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 LEARNING EXPERIENCES

LEARNING OUTCOME NO.1: Apply entrepreneurial workplace best practices

LEARNING OUTCOME NO.2: Communicate entrepreneurial workplace best
practices
LEARNING OUTCOME NO.3: Implement cost- effective operations
Learning Activity/Guide Special Instruction
• Read Information Sheet 9.1.1 Workplace best • Perform all activities required.
practices, policies and criteria • You must get a rating of 80 to 100%. If
• Answer Self-Check 9.1.1 Workplace best practices, you get below 80% rating, go over the
policies and criteria same activities.
• If you get the required rating,
• Compare Answers to Answer Key proceed to the next activities.
Perform Task Sheet. No.9.1.1 Workplace best
practices, policies and criteria
• Read Information Sheet 9.1.2 on Resource Utilization • Perform all activities required.
• Answer Self-Check 9.1.2 on Resource Utilization • You must get a rating of 80 to 100%. If
you get below 80% rating,go over the
• Compare Answers to AnswerKey same activities.
• Perform Task Sheet. No.9.1.2 on Resource Utilization • If you get the required rating,
proceed to the next
activities.

• Read Information Sheet 9.1.3 on Ways in • Perform all activities required.

fostering entrepreneurial attitudes: • You must get a rating of 80 to 100%. If
o Patience you get below 80% rating,go over the
o Honesty same activities.
o Quality consciousness • If you get the required rating,
o Safety consciousness proceed to the next
o Resourcefulness activities.
• Answer Self-Check 9.1.3 on Ways in
fostering entrepreneurial attitudes:
o Patience
o Honesty
o Quality consciousness
o Safety consciousness
o Resourcefulness
• Compare Answers to AnswerKey
• Perform Task Sheet. No. 9.1.3 on Ways in
fostering entrepreneurial attitudes:
o Patience
o Honesty
o Quality consciousness
o Safety consciousness
o Resourcefulness

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• Read Information Sheet 9.1.4 on Optimization of • Perform all activities required.
Workplace resources • You must get a rating of 80 to 100%. If
• Answer Self-Check 9.1.4 on Optimization you get below 80% rating,go over the
of Workplace resources same activities.
• Compare Answers to AnswerKey • If you get the required rating,
proceed to the next
• Perform Task Sheet. No. 9.1.4 on Optimization
activities.
of Workplace resources

• Read Information Sheet 9.1.5 on 5S procedures • Perform all activities required.

• and concepts Answer Self-Check .1.5 on 5S • You must get a rating of 80 to 100%. If
procedures you get below 80% rating,go over the
same activities.
• Compare Answers to AnswerKey • If you get the required rating,
• Perform Task Sheet. No. 9.1.5 on 5S procedures proceed to the next
activities.

• Read Information Sheet 9.1.6 Criteria for • Perform all activities required.
Cost effectiveness • You must get a rating of 80 to 100%. If
• Answer Self-Check 9.1.6 Criteria for Cost effectiveness you get below 80% rating,go over the
same activities.
• Compare Answers to AnswerKey • If you get the required rating,
• Perform Task Sheet. No. 9.1.6 Criteria for Cost proceed to the next
effectiveness activities.

• Read Information Sheet 9.1.7 Workplace • Perform all activities required.

Productivity • You must get a rating of 80 to 100%. If
• Answer Self-Check 9.1.7 Workplace Productivity you get below 80% rating,go over the
• Compare Answers to AnswerKey same activities.
• Perform Task Sheet. No.9.1.7 Workplace • If you get the required rating,
Productivity proceed to the next
activities.

• Read Information Sheet 9.1.8 Impact • Perform all activities required.

of entrepreneurial mindset to • You must get a rating of 80 to 100%. If
workplace productivity you get below 80% rating,go over the
• Answer Self-Check 9.1.8 Impact of same activities.
entrepreneurial mindset to workplace • If you get the required rating,
Productivity proceed to the next
• Compare Answers to AnswerKey activities.
• Perform Task Sheet. No.9.1.7 9.1.8 Impact of
entrepreneurial mindset to workplace
productivity

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 Information sheet no. 9.1.1 Workplace best practices, policies and criteria

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Learn the importance of policies in the workplace

The Importance of Workplace Policies and Procedures

There are different types of businesses and workplaces in Australia. Each business will have its own processes and
methods of dealing with customers. When you add the human element of employees and employers working
together into the mix, it becomes obvious how important a robust workplace policy is.

What is a Workplace Policy?

No matter what type of workplace or business you run, policies are important. They help clarify and reinforce the
standards expected of employees in all their professional dealings and assist employers in managing staff effectively
by defining what’s acceptable and unacceptable in the workplace. Policies are often provided to employees in a
handbook that clearly outlines all workplace policies and procedures, or the policy itself may form part of the
employment contract.

Benefits of Having Company Policies

A well-written company policy can help a business in many ways. Policies show that the organisation is efficient and
diligent, raising stability and ensuring consistency in the decision-making process and in operational procedures.

Policies also benefit employers if they ever are forced to defend themselves against an unfair dismissal claim, Work
Health and Safety (WHS) prosecution or liability claims.

But the benefits of robust and well communicated workplace policies offer benefits such as:

• help employees understand your expectations with respect to standards of behaviour and performance, and
gives them defined boundaries that are consistent with the values of your business.
• provide a set of guidelines for decision-making in everyday situations that employees can refer to, which
can help to maintain stability even during periods of upheaval or change.
• allows you to treat all employees equally, ensuring uniformity and consistency in decision-making
and operational procedures
• provide all and sundry with a documented method of dealing with complaints and misunderstandings,
which should help avoid any undue claims of favouritism or discrimination
• can assist in assessing employee performance and establishing accountability

Communicating Policies to Staff

However, a workplace policy is no good if it’s not communicated effectively to new and existing employees. If you
are ever brought in front of a court or tribunal defending yourself against an employee case, it’s unlikely any
dismissals for breach of workplace policies will be upheld if all the workplace policies were communicated properly
to employees, and applied consistently across all.

The key to success is regularly updating and reviewing workplace policies and procedures, and then holding regular
training sessions with your employees to inform and remind them of relevant workplace policies. This way, you
can ensure that, as a business, you are all ‘pulling in the one direction’.

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How to Develop Policies and Procedures in The Workplace

When you sit down to draft your workplace policies and procedures, it can seem a daunting, almost overwhelming,
task. But don’t panic! Following these simple steps will help:

Tailor the policy to your business

Workplace policies and procedures are not, unfortunately, a ‘one size fits all’ solution. Rather, they should be
tailored to the needs of your business. If you do use workplace policies and procedures from another source, they
should be adapted to suit your workplace operations.

Define obligations clearly

Workplace policies and procedures should be written in plain, easy to understand English. This is not the time
for confusing corporate-writing, full of jargon and double speak! All policies should be short and succinct and
communicated in such a way that everyone in your workplace understands exactly what is expected of them.

Make your policies realistic

We all want to improve and, indeed, should constantly strive for improvement, but there is no point in trying to
adopt a workplace policy which aspires to the best practice possible, if the reality doesn’t match the ambition.

Simply put, you need to ensure your business has the time, resources and personnel needed to adopt and
implement any workplace policy you draft. Otherwise, employees will become discouraged at constantly not being
able to meet expectations, and your workplace policy will run the risk of being just another official document on the
staff intranet.

Once you’ve developed and drafted your workplace policies and procedures comes the really challenging part:
implementing them.

Here are some simple steps you can take to ensure your workplace policies and procedures have the best chance of
being seamlessly adopted into your workplace:

Consult

It sounds simple, but many forget this step. Just because you’re the boss or manager, doesn’t mean you should – or
indeed, have to – go it alone. When developing your workplace policies and procedures, you should consult with all
relevant stakeholders, including health and safety representatives, regular contractors and, of course, your
employees.

Consulting will mean that everyone understands the importance of your workplace policies and procedures, as well
as ensuring they are realistic and actionable on a daily basis.

Publicise the policies and procedures

As mentioned earlier, your workplace policies and procedures are no good if they’re not effectively communicated.
The solution is to put your policies and procedures in writing and make them readily available to your entire
workforce. It’s a good idea to try and keep all your workplace policies and procedures in a single handbook, with
the manual available to all staff, new and old.

If you have a company intranet, it also doesn’t hurt to have your workplace policies and procedures available there,
especially any and all health and safety documents.

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Train all employees in your workplace policies and procedures

This isn’t just a ‘nice to do’: as an employer, you have an obligation to provide adequate information, instruction,
supervision and training to your employees. You need to ensure that new employees and contractors are trained
in the relevant workplace policies and procedures (contractors should receive the WHS policies only), and that all
existing staff receive appropriate and timely training, such as bi-annual refresher courses. It’s a good idea to
keep track of who has received what training, and keep a sign-off sheet indicating that the employee has
understood and agrees to comply with your workplace policies and procedures.

Workplace policies and procedures should also be discussed regularly at team meetings, keeping them top of mind for
all employees and reiterating their importance – and the importance that you place on them as the boss.

Consistently implement your policy

Your workplace policies are not just pieces of paper to be read once, then forgotten. They should follow the
behaviours and methods of all your employees, every day, as they go about company business. Therefore, supervision
of your workplace to ensure proper implementation of your workplace policies and procedures by all employees is
essential.

This also implies that any failure to meet the agreed upon policy or procedure should be followed up on and
addressed, and that full compliance with the stated requirements is needed to ensure a safe workplace.

It should go without saying, but all supervisors and managers – including yourself – must lead by example when it
comes to implementing workplace policies and procedures. Modelling expected behaviour via all levels of
management is the most effective demonstration of a workplace policy. After all, if managers condone practices
which do not comply with a policy, it could later be argued that disciplinary action against an employee who fails to
follow the policy is unfair.

Review workplace policies and procedures regularly

All your workplace policies and procedures should be reviewed periodically – some WHS legislation may require you
to do so, but otherwise this is not an obligation for employers. If any changes occur, ensure these changes are
communicated with your employees. Not the previous policy, and then state clearly the updated policy, how it
has changed, and how this change affects employees.

Enforce the workplace policies and procedures

Finally, once your workplace policies and procedures have been implemented, you need to enforce them: or ‘walk
your talk’. You should apply your policies consistently, as this will mean everyone is guided by the same policies.
Obviously, the simpler the system, the easier it is for your employees to understand and for you to enforce health
and safety policies and procedures.

Workplace Policy Checklist

Don’t be daunted by the seemingly overwhelming task of writing a workplace policy. In essence, all you need to
consider is that a workplace policy should:

• clearly state the aim of the policy

• explain in plain English why the policy was developed
• list who the policy applies to (i.e.: all employees/management only)
• set out acceptable and/or unacceptable behaviour
• clearly state the consequences of not adhering with the policy
• provide a date when the policy was developed or updated

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Also remember that employment law does change, and any changes to your award or agreement may also require
a review of your policies and procedures. You should strive to stay up-to-date with relevant changes to your
industry by regularly checking with a workplace relations expert.

Types of Workplace Policies Examples Every Workplace Needs

Not all workplace policies will be needed by your workplace, but the following is a list of common workplace policies
that you should consider for your workplace:

• code of conduct
• recruitment policy
• internet and email policy
• dress policy
• smoking policy
• drug and alcohol policy
• use of company property policy
• health and safety policy
• anti-discrimination and harassment policy
• first aid policy
• grievance handling policy
• discipline and termination policy
• use of social media policy

What Makes a Company a Great Place To Work: 15 Things

Jamie Birt
Updated June 22, 2022
Published January 23, 2021
Jamie Birt is a career coach with 5+ years of experience helping job seekers navigate the job search through one-to-one
coaching, webinars and events. She’s motivated by the mission to help people find fulfillment and belonging in their
careers.

A good employer makes going to work each day fun, rewarding and challenging. When searching for jobs, look for
companies with happy employees, good benefits and a positive company culture. These are signs of a great place to
work.
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In this article, we list 15 things that make a company a great place to work so you can identify them during your job
search.

What makes a company a great place to work?

A great place to work cares about and supports its employees while also challenging them to grow with the
company. At these companies, managers and their employees trust and respect each other and have a shared
commitment to both individual and company success. Great companies try to meet their employees' financial,
mental, physical and emotional needs. As a result, employees are often more productive, satisfied and willing to
stay at the company long term.

Get recommendations for your resume in minutes

15 characteristics of a great company to work for
When researching a potential employer or interviewing for a job, ask questions about company culture, and look for
signs the organization is a great place to work. Great companies to work for often share these 15 characteristics:
1. Competitive compensation
A company that cares about its employees provides them with appropriate salaries and benefits. They pay wages that
allow employees to live comfortably based on the cost of living in that area. The company might offer creative
benefits in addition to traditional health insurance and retirement savings, including:
• Profit-sharing
• Bonuses
• Stock options
• Free meals
• Wellness programs and free gym memberships
• Free counseling
Competitive compensation not only attracts talented employees but helps companies keep them.
2. Company culture
Company culture is an organization and its employee's shared values, attitudes and behaviors. A company's core
values might include honesty, self-improvement or communication. Factors that contribute to a company's culture
include:
• Work hours
• Location
• Communication
• Management style
• Benefits
• Traditions
• Transparency
• Workplace rules and procedures
When you work for a company with a positive company culture or values and attitudes you share, you might be
more engaged, satisfied and productive.
3. Community
Great companies form a community around their employees, with a common vision and support for everyone's goals.
Companies with community atmospheres might do things like:
• Celebrate milestones and special events.
• Offer profit sharing or performance-based bonuses.
• Avoid laying off employees.
• Changing an employee's role to better fit their skills.
When employees work as a community, they share in the good times as well as the challenging ones.
4. Trust
In healthy work environments, managers trust their employees to work hard and make good decisions,
employees trust business leaders to support and guide them, and colleagues trust each other to work toward shared
goals. Signs of a company whose employees and leaders trust each other include:
• Flexible work hours
• Remote work options
• Unlimited paid time off
• Transparent financials

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A trustworthy team is motivated to work hard and is engaged and satisfied with their jobs.
5. Fairness
In a fair workplace, employees feel like they receive adequate compensation and have the same opportunities as
their colleagues. Employees are also less likely to encounter politics, bias and favoritism in a company that
practices fairness. Signs of fairness in the workplace include:
• Unbiased promotions
• Equal recognition and rewards
• Equal distribution of tasks
• Regular and open feedback
• Two-way performance reviews
Employees are more likely to work as a team if a company treats everyone equally and fairly.
6. Communication
Open communication creates trust in the workplace and prevents misunderstandings. Signs of effective and
transparent communication include:
• Employee engagement surveys
• Conversations between managers and employees
• Company or financial status updates
• Managers and employees who regularly ask for feedback
• Approachable leadership
Look for a company that encourages constant communication and considers employee feedback when making
decisions.
7. Innovation
Companies that are constantly creating new products, strategies and workflows can be exciting places to work.
Innovative companies encourage employees to take risks, share ideas and make suggestions. As a result, employees
are motivated and proud of their work, and the company has more opportunities to grow and succeed. Look for a
company that is a leader in its field and where employees feel safe sharing their ideas with management.
8. Professional development
A company that invests in its employees helps them grow professionally. A great place to work might offer
employees professional development opportunities such as:
• Time off or money toward pursuing a new degree
• Membership in professional organizations
• Free continuing education opportunities such as seminars, conferences and classes
• Skills or management training
These benefits give employees ways to learn, grow and advance their careers.
9. Engagement
Great companies often have engaging workplaces where employees are invested and interested in the outcome of
their work. They believe in the company's mission and work to achieve shared goals beyond sales or profits.
Further, company leadership is involved and engaged with the organization's daily operations and responsive to
questions and ideas.
10. Caring
Great companies to work for care about their employees and show it. Ways companies care for their employees
include:
• Providing generous maternity and paternity leave.
• Hosting stress-relieving activities such as yoga classes or meditation sessions.
• Sending messages of encouragement to employees during difficult times.
• Creating safe and comfortable workspaces.
• Supporting healthy habits such as nutritious diets and regular exercise.
• Giving employees time and space to take breaks during work.
A caring work environment improves morale and motivation and makes employees feel appreciated and valued.
11. Desirable employer
If working for a particular organization is a dream job for most people in your industry, then that company is likely a
great place to work. Look for companies that are competitive and trusted brands. Research whether an organization
has won awards for best workplace in your industry or region. Great companies are highly attractive to talented
employees, and people typically stay there long term.
12. Transparency

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Companies that are transparent in their challenges, successes and daily operations can earn their employees' trust
and commitment to solving problems and achieving goals. Signs of a transparent organization include:
• Regular meetings or updates on the company's problems and successes
• An open-book management style in which the company's leaders share financial and other
important information with all employees
• Leadership that asks for employee feedback or ideas when overcoming financial, operational or strategic
challenges
• Approachable and accessible management
In a transparent work environment, everyone's opinion has value, and everyone shares in the company's status.
13. Honorable mission
Employees typically take pride in working for companies that offer value or make a difference in the community.
Companies with honorable missions might include:
• Nonprofits
• Products or services that add value to the world
• Organizations with goals beyond earning money
• Businesses that give a certain amount of employee time or company profits to a meaningful
cause People often feel good about the company they work for if they believe their work has meaning.
14. Leadership
Employees generally enjoy working with confident, effective and fair leaders. Good leadership not only helps
companies succeed financially but also keeps employees engaged, motivated and goal-driven. Effective managers
treat their employees like adults, encouraging them to make decisions and work independently. They also respect
their employees, ask for feedback and recognize people for quality work and positive contributions.
15. Diversity
Great places to work generally embrace employees of all experience levels, backgrounds and beliefs. They understand
the value of a diverse team and make efforts to hire a variety of people. A workforce with many perspectives is
more likely to produce exciting ideas and creative solutions. A diverse workplace is also welcoming to new hires
and supportive of its people.

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 SELF CHECK 9.1.1
Workplace best practices, policies and criteria

1. What is a Workplace Policy?

2. Benefits of Having Company Policies

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 ANSWER KEY 9.1.1
Workplace best practices, policies and criteria
1.
No matter what type of workplace or business you run, policies are important. They help clarify
and reinforce the standards expected of employees in all their professional dealings and assist
employers in managing staff effectively by defining what’s acceptable and unacceptable in the
workplace.
Policies are often provided to employees in a handbook that clearly outlines all workplace
policies and procedures, or the policy itself may form part of the employment contract.
2.

• help employees understand your expectations with respect to standards of behaviour and
performance, and gives them defined boundaries that are consistent with the values of
your business.
• provide a set of guidelines for decision-making in everyday situations that employees can refer
to, which can help to maintain stability even during periods of upheaval or change.
• allows you to treat all employees equally, ensuring uniformity and consistency in decision-
making and operational procedures
• provide all and sundry with a documented method of dealing with complaints and
misunderstandings, which should help avoid any undue claims of favouritism or discrimination
• can assist in assessing employee performance and establishing accountability

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 Information sheet no. 9.1.2 Resource Utilization

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• help to plan how to utilize the resources more effectively to ensure that the organization
is being as productive as possible

The Importance of Workplace Policies and Procedures

Resource Utilization: What is it and Why is it Useful?

Project managers have a lot of responsibilities. It’s their job to ensure projects succeed on time and within budget.
It’s a job that requires managing a lot of moving parts, with PMs making project decisions in advance and on the
fly.

It’s this shapeshifting nature of projects that means, even with the best team and all the resources and time in the
world, projects can still fail or not live up to expectations if resources aren’t utilized properly.

Resource utilization can be a formula for success. In this article we’ll be looking at the benefits of resource
utilization and how you can make sure you’re getting the most out of all the resources available to you.

What is resource utilization?

Resource utilization is the measure of how much of your available resources you are currently using. It can help you
to plan how to utilize your resources more effectively to ensure that your organization is being as productive as
possible.

Effective utilization of resources can be helpful for both employees and employers. Not only does it ensure that
employees have enough work to make their role viable and profitable, on the other side of the spectrum it can also
prevent overworking and burnout – providing a more balanced work life overall.

Resource allocation vs. resource utilization

These processes might sound similar, but they have some slight and important differences:

Resource allocation sees a project manager choosing suitable staff for a project and then managing them as the
project is completed, reassigning them, or altering their workload if necessary.

Resource utilization, however, is the process of strategically measuring how effective resources are. A resource
utilization example is checking if a certain employee is being maximized in between projects. While allocation
organizes your project, it’s utilization that makes your project successful.

Both processes are key to achieving project success, however resource utilization is often undervalued. Creating
a robust framework for assessing the conditions of existing resources might seem complicated, but with the right
tools it can be easy. Once you’ve decided on the budget and resources available, and the metrics you want to
use to measure efficiency, you can implement resource management into your projects.

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 Calculating a resource utilization formula

When it comes to calculating a resource utilization formula, the most common formula for project managers is full-
time equivalent (FTE). This is used to calculate how optimally a resource is being used in terms of available workable
hours.

To calculate this, divide the allocated hours a resource will work during a project by the total number of workable
hours available in the project. Multiply the result by 100 to create a percentage, and the product will indicate the
effectiveness of the resource. For example, if a worker has been allocated to a project for 45 work hours, and that
project has a total of 60 workable hours, then that resource has a utilization of 75% as per the FTE resource
utilization formula.

It’s best to aim for a rate of around 80% – anything above this risks employee burn out, and anything less will not
utilize resourcefully. Creating a resource utilization analysis report can show you all the resources you have
available and how they’re currently performing. There’s no perfect formula to guarantee success since every
project is different – this is something which can be difficult to manage in a DIY project management tool like
Microsoft Excel.

In the past PMs relied on Excel to calculate resource utilization rate, but Excel doesn’t have the capacity for data
projections and scenario analysis that more advanced tools do. Resource utilization requires high-quality tools to give
project managers the agility and insights they need.

What are the benefits of resource utilization?

Resource utilization, ultimately, helps you make the most of your available resources:

• Proper utilization of resources is important for maintaining productivity, because it prevents staff
from underperforming or being overburdened by workloads and burning out
• Projects can be managed with better visibility, reducing the risk of oversights
• Maximum utilization of resources gives you a better ROI
• It ensures that specific resources aren’t being over- or under-utilized
• It allows PMs to be agile and reschedule resources as quickly as possible to avoid problems surfacing or becoming
worse

Resource utilization tips

With an intelligent resource management platform, project managers have dedicated tools to approach and master
resource utilization:

• Leverage visibility – projects may be run separately, but they affect each other. Instead of viewing projects as
separate entities, create a resource utilization plan that allows you to view all resources. This way, you’ll be
able to assess capacity and performance more effectively.

• Beware of scope creep – projects will inevitably demand extra time and resources, and it’s a project manager’s
job to keep them from going over time or budget. Resource management software can put all active projects front
and center, utilizing resources equally amongst them to put things in perspective.

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• Compare booked hours with actual hours – it’s rare that a project ever runs according to plan, so make sure to

examine the hours booked in preparation for the project and actual hours worked in real time. This will give

you a chance to see if the project plan needs adjusting before anything goes wrong.

• Always be prepared – visualize and run scenarios that will help you prepare for a change of circumstances. If your

budget changes or if you lose a resource, you’ll be able to adapt more quickly.

Effective utilization with Tempus Resource

To deliver successful projects on time and on a budget, project managers need intelligent resource management

software. Tempus Resource gives project managers the ability to see individual resource availability and reallocate

resources quickly if needed.

What-if scenarios allow risk-free project visualizations – it’s possible to see what will happen to a project if its

budget or timescale changes. These visualizations enable risk-free decisions. Heat maps and cool maps offer easy

visibility of resource performance, so project managers can quickly see if resources are being over or under-

utilized.

Project managers need a tool that works as hard as they do. Tempus Resource can give you the resource insights

you need to guarantee project success.

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 SELF CHECK 9.1.2
Resource Utilization

1. What are the benefits of resource utilization?

2. What is resource utilization?

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 ANSWER KEY 9.1.2
Resource Utilization

1.
• Proper utilization of resources is important for maintaining productivity, because it prevents staff
from underperforming or being overburdened by workloads and burning out

• Projects can be managed with better visibility, reducing the risk of oversights

• Maximum utilization of resources gives you a better ROI

• It ensures that specific resources aren’t being over- or under-utilized

• It allows PMs to be agile and reschedule resources as quickly as possible to avoid problems surfacing or
becoming worse

2. Resource utilization is the measure of how much of your available resources you are currently using. It
can help you to plan how to utilize your resources more effectively to ensure that your organization is
being as productive as possible.

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Information sheet no. 9.1.3 Ways in fostering entrepreneurial attitudes (Patience, Honesty, Quality- consciousness,
Safety- consciousness Resourcefulness)

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Identify ways in fostering entrepreneurial attitudes
• Be familiar with the duties and responsibilities in the workplace.
• Be familiar with the do’s and don’ts when working

12 Ways to Foster a More Entrepreneurial Culture

A big part of being an entrepreneur is working in an environment with like-minded, interesting people. But
an environment like that doesn't just materialize overnight -- like anything else, you need to work hard to
make it happen.

1. Hire Aspiring Entrepreneurs

Empower your employees with more responsibilities, and encourage them to make decisions on their own. Encourage
creativity, reward your employees when they make good business decisions and use their mistakes as learning
opportunities. - Andrew Schrage, Money Crashers Personal Finance

2. Make Employees Feel Like Partners

Give everyone in your company equity, and motivate them to view your company as their company. You really
need to believe that everyone at your company is your partner and treat them that way. – Jordan Fliegel,
CoachUp

3. Empower and Encourage Employees

Empower your employees with more responsibilities, and encourage them to make decisions on their own. Encourage
creativity, reward your employees when they make good business decisions and use their mistakes as learning
opportunities. – Andrew Schrage, Money Crashers Personal Finance

4. Be Open to Micro-failures
I try to create an environment in which employees know that I am open to micro-failures in the macro-pursuit of
success. If people are afraid to take risks, then we aren't going to grow as quickly or smartly as possible. But people
don't always believe that making mistakes is OK. I strive to give them proof that it is, so they can let go of any
fears and try new ways of getting the job done. - Bobby Grajewski, Edison Nation Medical

5. Give Incentives to Employees

What's in it for them? If they're proactive, go the extra mile and really impact your company positively -- what do
they get out of it? Incentives can include raises, bonuses (time off, a paid holiday, etc.), stock options, promotions
and even public recognition of one's efforts. - Nicolas Gremion, Free-eBooks.net

6. Lead by Example
You need to lead by example, take a few risks, and then let those ideas materialize. In some cases, your risks will
fail; you need to show your team that failure is OK. They should embrace it, fail fast and get back on it. The only
way your employees will feel like taking risks is if they know that failing will not be looked at in a bad light. Just
make sure each failure only happens once.
- Tracey Wiedmeyer, InContext Solutions

7. Give Employees a Voice

By giving employees voices, listening to their ideas and implementing them, you can encourage a culture of
“intrapreneurs.” Seeing that they are an integral part of the company — whether it’s saving money by using a
different vendor or creating a new process to streamline production — will give them pride in the company. – Phil
Laboon, Clear Sky SEO

8. Make It Safe to Share Ideas

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Create a culture where new ideas are welcomed and not shut down. You want every employee to feel like she can
make a difference with her idea rather than depend on the founder or management team for the next big idea.
Encourage your team to share often and openly to encourage intrapreneurship. – Sarah Schupp, UniversityParent

9. Give Employees Ownership

To create a culture of intrapreneurs, you have to give employees ownership of projects and follow their
recommendations. We encourage an entrepreneurial mindset by having employees take turns being “Sensei” and
leading a professional development training session. Additionally, every employee is expected to take a project from
start to finish every quarter. – Sean Kelly, HUMAN

10. Ask Them for Their Recommendation

Nearly all employees can present information; rock stars will prepare a recommendation. When team members
bring back information, ask them, “What do you think?” You’ll create a culture of thinking beyond the current step
toward next steps and implications. It’s the first step toward creating intrapreneurs. – Leah Neaderthal, Start
Somewhere

11. Create a Startup Culture

If you want to have intrapreneurs in your organization, you need to foster an atmosphere of entrepreneurship. This
can be done through articles you share with the team, weekly meetings and, most importantly, mentorship.
Creating a library of books about entrepreneurship helps as well. If you create and promote the culture, the
entrepreneurial spirit within your employees will be empowered. – Aron Schoenfeld, Do It In Person LLC

12. Make Hires Draw an Owl

There is a great Internet meme that we use as a hiring philosophy called “How to Draw an Owl.” Step one: Draw
two circles. Step two: Draw the rest of the owl. We need people who can self-direct and get things done, even if it
isn’t the way we’d ideally do it. Drawing owls is a microcosm of the “intrapreneur” culture we want to foster. – Liam
Martin, Staff.com

DUTIES AND RESPONSIBILITIES IN THE WORKPLACE

Rights and Duties of a Worker

When starting a new job, it is always important to ask about the terms and conditions of employment. These
normally vary from one company to another; however there are some basic conditions that apply universally. This
page seeks to outline the basic rights and duties, however it is recommended that one checks the conditions with
his company and the local labor office before accepting a new job.

Worker Rights
Every worker has a right to:
• Work in a safe environment that does not threaten his
health. any kn•ownKnmoiwssianbgoourt daenfyecptoivt e
etqiaul i hp amzeanrdt soar•t the workplace.
• Take the number of leave days (after consultations with the employer) as set by the state.
• Get paid at least the minimum wage as set by each state.
• Be treated with the respect and dignity of a human being.
• Be free to join any Union of his choice.
Worker Duties
Every worker has the duty to:
• Give his employer a good days work.
• Help and respect his colleagues.
• Inform his employer when he is ill and unable to go to work.
• Makes good use of company resources without wasting.
• Use any equipment, protective devices or clothing required by the employer; and doesn't remove or
make ineffective any protective device.
• Inform the employer about any known missing or defective equipment or protective device that may
be dangerous
• Responsibility to your instructor
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¬ Always treat your instructor with respect and courtesy.

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Responsibility to the workplace/ work area
• Strictly observe the rules and regulations of the school as a training center.
• Be regular and punctual in your attendance.
• Observe orderliness and cleanliness in the workplace.
• Observe proper use of tools and equipment.
Responsibility to your instructor
• Always treat your instructor with respect and courtesy.
• Get my work done, no excuses
• Turn in assignments that are neat and organized
• Stay organized in the class
• Turn things in on time
• Sit silently listening and not distract other students (phones, food, talking, etc.)
• Arrive on time and be prepared for class
• Stay on task
• Pay attention and focus on the class, instructor or whoever is talking
• Be polite and considerate
• Respect instructor’s opinions and beliefs
• Keep my verbal as well as non-verbal communication in check
• Be honest with my teachers and let them know if I have questions
• Participate and contribute equally in group assignments
• Respect my professors’ teaching styles even if I don’t agree with them
• Be honest and have integrity. Do your own work. It might sound lame but you really do only cheat
yourself. Don’t cheat, don’t steal other peoples, work, copy, plagiarize, etc.
• Act like an adult by being responsible for my actions, decisions, completed coursework, test results, etc.
• Improve with feedback and constructive criticism, striving to turn in improved assignments and going
beyond the “standard” required
• Take advantage of the amazing opportunity to meet new people, learn new things, and grow as a
human being
• Dress appropriately
• Leave my personal problems at the door

Responsibility to your fellow workers

• Always say kind words to others
• Be interested to others
• Be cheerful
• Be open minded
• Let your virtues speak for themselves
• Don’t hurt others feeling
• Keep your disposition sweet
• Have humor
• LTASDRWiteredosuyhttmandetap’eyonttgmmcpcayoaaorbsoororsuedneivgrfofewunutphletlololoyaodyrltkiuhoziingoet
nh.wgateTrmdrsryasyipoiofntefutoheioendrcadgel.ati,nsSnytttoehfawiunerttoictimnroatkgonoterhwdetnehoivpteihitd
rrhawoeaecanotvsmwireckoroeyfesrnkonltyi.t,vgohrihureetormghnepemtem,eortbntphetlmee.rbaatkehreotatsutenwt
rhdoisrykoisua. n
Adjusting to different work situations
Proper training enables to cope with different work situations. It is the training ground that allows one to
enjoy various working conditions that gives the batter. It gives you the opportunity to simulate work
situations.

• Set a good working mood. Starting with a very light heart makes work pleasant and enjoyable.
• When assigned in a different work environment, remember that this is an opportunity that training gives.
You have to be flexible to enjoy work.
• Study carefully how you can fit into the work environment.
• Try to prove to others that you can do the work.
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• Remember that in training, the more practices you get, the better prepared for employment you become.
• Listen carefully
• Don’t monopolize. Try to listen to the ideas of other people around you. Keep an open mind to
the suggestion and comment of others.

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 • Adapt your thought speed

Cultivating Patience and Self Discipline

Training and employment require that you cultivate patience and self-discipline with other people and while
working in a certain task. In calculation of these virtues is however, easier said done. Certain guidelines may then be
important
••in the task NPAorcfeatbvcaeutnriicldbeie!wn!!dgo;iruskcpocpouanratfiigedenedcnebtlyan;ddefseealft-do irs fcaipilluinre .
Patience
• Condition your mind that any difficult situation needs to be studied thoroughly and therefore may need
more time to produce results.
• Learn how to wait. Positive results are commensurate to the amount of effort you put in.
• Try to soften the pain and troubles you encounter. Great difficulties should teach you to redouble
your efforts.
• If you expect to be attended to at once but others get it instead, consider the situation that others may
badly need attention more than you do. Priority has to prevail.
• When angered by as troublesome situation, count ten and if still angry count as m any as you can until
your anger subsides. By then you shall have fully controlled your anger and may be capable of deciding
wisely.
• When things wrong and it doesn’t seem to be your day, don’t despair.
• Tomorrow is another day.

Self – Discipline
• Always have control of one’s thinking; well- thought actions control your other actions.

What is a confident person?

Not everyone is born with an inbuilt sense of self-confidence. Sometimes it can be hard to develop confidence,
either because personal experiences have caused you to lose confidence or because you suffer from low self-
esteem.
A confident person:
• does what they believe is right, even if it’s unpopular
• is willing to take risks
• admits their mistakes and learns from them
• is able to accept a compliment
• is optimistic.
GAINING SELF – CONFIDENCE IN DOING A CERTAIN TASK
1. Stop comparing yourself to others. This is a very easy thing to do, especially with all the social media
outlets. Someone’s life is probably not as perfect as they portray on social media.
2. Stop belittling yourself. Ask yourself, would I talk to a loved one or friend this way? We need to stop
beating ourselves up and be kinder to ourselves.
3. Use positive self-affirmations to build our self-esteem. Examples are “I believe in me”, “I am not my
mistakes”, “positivity is a choice and I choose to be positive”, “I am enough”, “I deserve love,
compassion and empathy”.
4. Surround yourself with positive, supportive people. When you are around positive, supportive people,
you feel better about yourself and your self-esteem will increase.
5. Dwell on your positive qualities. Make a list and read it often. Most people dwell on their negative
qualities, which lowers self-esteem.
6. Give back. Not necessarily in a financial way. When you do things for others, you feel as you have value. For
example, smile and say “hi” to someone in the grocery store. You may be the only one that person has
talked to on that day.
7. Pay attention to self-care. Get enough sleep, do some physical activity and spend some time outside, do
something that you enjoy. Stay away from alcohol and recreational drugs. Good self-care can
definitely improve self-esteem.

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THE DON’TS WHEN WORKING
• Don’t create false impressions
Be yourself. Don’t try to impress your supervisors nor your co-workers by pretending to be what you are
not. Exert effort rather than impress.
• Don’t steal credit
If most of the work is done by your co-workers give his/her credit for it. Don’t “steal” the credit or
acknowledge the work as yours because of the desire to advance in position.
• Don’t slander others
Making up stories to put down others is foolish. This will never pay-off. Never gossip about the misdeeds
or misfortune others.
• Don’t be a blind follower
The company/ industry have set policies and guidelines of employees/ workers to follow. If your supervisor
gives you orders that you very well know are against company/ industry rules, don’t accept the order.
• Don’t openly criticize company/ industry policies/ directives
If you feel the need to challenge certain industry policies, be tactful. Choose the right place and the right
time.
• Don’t carry your problems to work
Life is not problem free. All of us experience domestic problems. If these problems crop up, leave them at
home when you face your work.
• Don’t be Ms. “ Scatterbrain”
Prioritize your task from the most important to the least important. Accomplish the more important ones
first. Don’t spent more time on unimportant job than its warrants.
• Don’t be braggart
As you start to taste the sweetness of success, don’t forget that what goes up can go down. So
remain humble.

THE DO’S WHEN WORKING

• Always strive to avoid stagnation
• Make connecting with others a priority
• Remember to look on the bright side
• Focus on developing and using your strengths
• Work until the work is done
• Trust in the power of failure
• Learn how to change the situation, not the person

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 SELF CHECK 9.1.3
Ways in fostering entrepreneurial attitudes (Patience, Honesty, Quality- consciousness, Safety- consciousness
Resourcefulness)

1. 12 Ways to Foster a More Entrepreneurial Culture

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 ANSWER KEY 9.1.3
Ways in fostering entrepreneurial attitudes (Patience, Honesty, Quality- consciousness, Safety- consciousness
Resourcefulness)

1.
1. Hire Aspiring Entrepreneurs
2. Make Employees Feel Like Partners
3. Empower and Encourage Employees
4. Be Open to Micro-failures
5. Give Incentives to Employees
6. Lead by Example
7. Give Employees a Voice
8. Make It Safe to Share Ideas
9. Give Employees Ownership
10. Ask Them for Their Recommendation
11. Create a Startup Culture
12. Make Hires Draw an Owl

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 Information sheet no. 9.1.4 Optimization of workplace resources

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Learn the process of allocating and managing resources in the most efficient way possible

Resource Optimization Explained for Beginners

What is resource optimization in project management? What are top resource optimization techniques? Read on
in our complete guide.

Resource optimization is the process of allocating and managing resources in the most efficient way possible. In many
organizations, including IT companies and digital agencies, resources can be both human (employees) and electronic
(software, computers). In this article, we'll focus on human resource optimization.

The purpose of resource optimization is to maximize productivity by reducing the costs of labor and other expenses.
Resource optimization techniques can also help you improve performance and meet customer requirements better.

For an organization to run smoothly and compete with others in the same industry, there needs to be a sustainable
way to manage the required resources.

What is resource optimization in project management?

To optimize something is to make good use of each and every part. As humans, we strive to make full use of
everything. We also are constantly inventing and finding new ways of tackling a problem without
compromising quality while still saving time.

Resource optimization in project management is simply using available resources such as machinery, finances, or
human efficiency to accomplish the organization's goals. This should be within a specific time frame and
budget. So, how do resource optimization and project management tie together?

To maintain the workload and regulate project tasks, resource optimization aligns projects and completion dates
with the available resources. This will help an institution to stay within the budget if finances tend to exceed
available resources.

In resource management, decision makers use resource optimization techniques such as:
• Resource leveling
• Resource smoothing
• Reverse resource allocation
This what you have to aim for, using the above techniques:

Top resource optimization techniques

Now that we've seen why resource optimization is important, the next question is how to do it. Here are the
top resource optimization techniques IT companies and digital agencies should be using:

Resource Leveling
As a project manager, at times, you realize that projects may not go as planned due to resource shortages. In these
instances, you have to find ways to adapt to the situation at hand to ensure project deliverables are not affected.

Resource leveling is a technique where the start and finish dates are adjusted so that a project can be finished using
the resources required. This technique helps resource managers get the right balance between the demand for a
particular resource and the available supply, and reduces employee burnout.
The resource leveling technique helps project managers allocate tasks to the right resources - usually qualified
employees who know the task at hand.

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Advantages of resource leveling:
• Its ability to minimize deficits
• Efficient use of resources
• Prevents over-allocation
• Ensures successful delivery of quality outputs
Disadvantages of resource leveling:
• Can cause delays in other projects
• Budget over-runs
• May demand extra resources

Resource smoothing
Project managers use the resource smoothing technique when time constraints take center stage. Resource
smoothing, or time-constrained scheduling, ensures that the requirements stay within budget to prevent the project
from exceeding the sources allocated for the project.
Project managers have to assess the resources' workload to see how they can ensure project outputs are delivered on
time.

Advantages of resource smoothing:

• Successful and on-time project delivery
• It is an efficient and cost-effective way to use resources
Disadvantages of resource smoothing:
• Project managers will have to delay some work to give the particular project first priority.
• To prevent delays, the schedule usually has little flexibility

Reverse resource allocation

The reverse resource allocation method can be used with the two techniques above, but involves approaching it
from a different direction. This technique will work in a reverse way such that you start with the last task, or most
critical task and work your schedule backward.

This technique works when the project has a fixed deadline, or there are critical tasks that must occur on set dates.
For example, if you have a project that needs an expert for one task on the critical path, you will assign tasks such
that the company expert can work on that particular day on the set project.

The benefits of resource optimization for service

businesses Save cost

Resource optimization is an important process for IT businesses and digital agencies. It can save you a lot of money by
letting you cut costs on underutilized manpower, hardware, and software licenses.
Resource optimization tools help clients keep their costs and capabilities in balance over time. This allows them to be
proactive and avoid sudden increases or decreases in spending.

Know your resources

Having a comprehensive view of where your resources stand can give you a better idea of how to handle future
projects, opportunities, and challenges. It also lets you plan ahead. For example, if you're planning on taking on
new staff members or hiring a contractor, then resource planning and optimization will help you find the best
candidates for your needs.

Know the company's position

Resource optimization helps businesses know where they stand over time. It allows you to ascertain what your
budgets and parameters are for future projects, so that you control the direction you move in.

Make cost-effective decisions

Resource optimization can help IT firms make cost-effective decisions about new projects and challenges that come
up over time. If a project presents itself that requires more resources than expected, either revenue or skills, the

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implementation of resource optimization may show how to free up the resources you need to complete the
project, or it may indicate that the project is not feasible.

Opens the doors to business expansion

Resource optimization can lead to scaling and business expansion. Moreover, it is a necessity for these kinds of
companies that offer a wide range of services to clients. The ability to handle any kind of project is one way a
company can stay competitive in the market.

More growth opportunities

As an IT firm or digital agency, you want to be able to handle anything your clients throw at you. A firm that
specializes in only one thing has difficulty maintaining its client base when a new type of project comes along. A
firm with the ability to do everything will have more opportunities for growth in the long run and will be able to
attract more clients.

Transparency
According to the Project Management Institute (PMI), there has to be transparency and trust for efficient timely
project deliverables. Transparency with employees will prevent mistrust, project failure, confusion, and
misunderstandings.

Transparency across multiple projects will make it easy for other managers to know what is happening in the
company at any given time.

Improves employee efficiency

Resource optimization improves employee efficiency and morale as well. It allows workers to work on what they are
good at and eliminate tasks they are not good at. Firms that do not optimize resources have employees working
outside their skill sets, which can lead to mistakes and less professional work being done overall.
By optimizing your resources, you allow your firm to offer multiple services and spend less time training employees
on new services and more time working on actual projects. This saves money that could otherwise be spent on
retraining employees or hiring new employee’s altogether.

How to effectively implement resource optimization techniques

In IT and digital agencies, resource optimization techniques will help managers ensure that the right amount of
computing, memory, storage, and network resources are available to handle the workload at any given time.
Organizations will then scale their IT infrastructure up or down based on demand and enable them to use
existing resources more efficiently.
Another way to effectively implement resource optimization is to study your organization by analysing its weaknesses,
strengths, and future goals. Are there under-utilized resources? Is there an over-abundance of material that later
deteriorates and becomes waste? Analysing this will help you manage and optimize resources effectively.
Knowing what resources to optimize

These are 5 types of resources you should optimize as a manager:

1. Time
2. People
3. Money
4. Technology
5. Processes

You can do so using resource optimization tools.

Resource optimization tools

Gone are the days when you had to manage projects manually, you can use resource optimization tools to manage
your projects. When you use resource optimization tools such as Runn, you can easily see how the project is going and
who is available. Task scheduling software will help you know if there is demand for manpower, and where there is
a particular constraint.

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Resource optimization software is a sophisticated tool that streamlines projects so you get to know where there are
needs or overabundance, and eliminate human errors and miscalculations.

The skill visibility is valuable as it helps you know if you need to hire additional staff instead of delegating high skill
tasks to under-qualified employees as this will greatly compromise quality.

Many professional services organizations use project resource planning software. This software helps them save time
in decision making to achieve established goals, instead of using outdated methods of managing projects.

Final Thoughts
When you have multiple projects to manage, it is wise to use resource management software and resource
management techniques to ensure a given task is a success. These tools will make work easier and you will maximize
the capabilities of the employees and resources.
You will handle resource constraints better, as the resource management tools can predict manpower using historical
data it has stored. Managing your projects through a portfolio level will keep operations running smoothly.

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 SELF CHECK 9.1.4
Optimization of workplace re-sources

1. 5 types of resources you should optimize as a manager:

2. The benefits of resource optimization for service businesses

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 ANSWER KEY 9.1.4
Optimization of workplace re-sources

1.

1. Time
2. People
3. Money
4. Technology
5. Processes
2.

Save cost
Know your resources
Know the company's position
Make cost-effective decisions
Opens the doors to business expansion
More growth opportunities
Transparency
Improves employee efficiency

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 Information sheet no. 9.1.5 5S procedures and concepts

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• create a more organized and productive workspace:
• Build discipline needed for substantial and continuous improvement, efficient and
effective work areas.

5S is a five-step methodology for creating a more organized and productive workspace: Sort, Straighten,
Shine, Standardize, and Sustain. 5S serves as a foundation for deploying more advanced lean production
tools and processes.

WHAT IS THE 5S METHODOLOGY? • WHY IS 5S IMPORTANT IN MANUFACTURING?

WHAT ARE THE BENEFITS OF A 5S PROGRAM?•SORT•STRAIGHTEN•SHINE•STANDARDIZE•SUSTAIN

WHAT IS THE 5S METHODOLOGY?

The 5S methodology is often summarized by the philosophy of “a place for everything and everything in its
place.”

You may have heard of “KonMari,” a home organization system propagated by Marie Kondo. The KonMari
method transforms cluttered homes into tidy and simplified living spaces. The 5S principles are similar to
KonMari. However, saying that 5S is just about tidying is like saying yoga is just about stretching. I n other
words, there is much more depth. So, let’s explore the true intent and meaning of 5S.

5S Japanese Words
5S originated as 5 Japanese words:

1. Seiri
2. Seiton
3. Seisou
4. Seiketsu
5. Shitsuke

In English, these 5S words have come to be known as:

• Sort: Eliminate that which is not needed.

• Straighten: Organize what remains after sorting.
• Shine: Clean and inspect the work area.
• Standardize: Write standards for 5S.
• Sustain: Consistently apply the 5S standards.

At their core, 5S activities build the discipline needed for substantial and continuous improvement by
creating (and sustaining) efficient and effective work areas.

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WHY IS 5S IMPORTANT IN MANUFACTURING?
While 5S was first developed in the context of the automotive industry, it is now widely considered an
essential element of any lean manufacturing program, regardless of industry.

Embedding 5S as part of daily life within your company means much more than an improved organization,
sustained cleaning routines, and efficient activity flows. By using the 5S methodology, operators are
encouraged to improve their overall work environment and reduce muda or waste.

Adherence to 5S standards is considered the foundation of Total Productive Maintenance (TPM) and an
integral part of the Toyota Production System (TPS). 5S also creates a stable platform from
which Kaizen activities can be launched.

The bottom line - 5S is a low-investment, high-impact lean manufacturing tool that is predicated on people.
It engages operators in “owning” their workspace and helps to instill a culture of quality, productivity, and
improvement.

WHAT ARE THE BENEFITS OF A 5S PROGRAM?

The key benefits of a 5S program include:
• Creating space within your facility by removing unnecessary tools and equipment
• Reducing waste from unnecessary motion by organizing the workspace
• Reducing down time and improving quality by consistently maintaining equipment
• Engaging operators by granting them more responsibility for their work environment
• Creating a safer work environment by ensuring it is clean and well-maintained

Now that you have a better understanding of why 5S is important and how it can benefit your
manufacturing operations, let’s learn more about each of the 5S steps.

SORT
What Is Sort?
The Sort step separates items in your workspace that you know you need from those that you do not need
or may not need by moving the latter to a “red tag” holding area.

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Why Do You Need Sort?
Sort enables you to have a more productive workspace by removing unneeded clutter (and eliminating
distractions). It also is a first step towards opening up space that can be used for other things.
How Do You Implement Sort?
Separate necessary items (e.g., tools, parts, and materials) from unnecessary items. We recommend
sorting items into four categories:
1. Items needed in this work area. These are items you know that you regularly use in the context of
this work area and thus will stay in this work area.
2. Items needed in another work area. Essentially, these are misplaced items. If an item is used in
another work area, “sort” it into that area by delivering it to whomever is responsible for that
work area.
3. Items you may need. For items you are unsure about, use the 5S “red tag” system. Mark such
items with red tags, which at a minimum, should include the name of who tagged the item, why it
is thought to no longer be needed, a proposed review date, and the name of the manager who
must approve of disposal. Move the item to a red tag holding area, which should be organized by
review month to make it easy to manage the area.
4. Items you do not need. These are items that you are 100% confident are not needed. They should
be immediately discarded.

What Are Some Examples of Sort?

• Remove waste (or muda) from your workspace.
• Discard broken or old parts using 5S red tags.
• Responsibly recycle materials and papers.
• Separate everyday tools from special-case tools.
• Avoid overfilling your workspace with excess materials.
• Create an overflow area outside of the workspace for duplicate materials, tools, and parts.

STRAIGHTEN
What Is Straighten?
The Straighten step thoroughly organizes the items that remain after sorting, such that frequently used
items are easy to access and every item has a clear and easy-to-find home.

Why Do You Need to Straighten?

Straighten enables every item to have a specific home where it can be easily found and to which it can be
easily returned. It reduces the waste from excess motion as items are placed in more ergonomic locations.
It is also the second step towards opening up space that can be used for other things.
How Do You Implement Straighten?
After you’ve sorted items, it’s time to decide how you want to organize them. We recommend the
following methodology:
1. Provide easy access to frequently used items. The key to reducing waste from excess motion is to
place frequently used items within easy reach.
2. Group like items. Group the remaining items into logical categories and brainstorm the best way to
organize and store each of these categories.
3. Visualize item homes. For each group, decide on the best way to make it clear when an item is
missing or misplaced. A classic example is creating a shadow board for tools.
4. Use containers. If it is appropriate for the type of item, consider organizing it within a container.
5. Unleash the labeler. If an item is too big to put into a container, consider giving it a frame and
putting a label on the item in addition to the frame.
6. Be agile. Your initial straighten pass will likely deliver a significant improvement - but you are also
likely to overlook some potential improvements. Meet with your team after one week and again
after two weeks to brainstorm further improvements as part of your initial implementation.

What Are Some Examples of Straighten?

• Give every item a distinct “home.”
• Use color as a way of organizing and creating meaning.

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 • Separate everyday tools from special-case tools.
• Dedicate a surface or area entirely to shadow boxes and tool storage.
• Dedicate another surface or area entirely to working.

SHINE
What Is Shine?
The Shine step elevates the work area by thoroughly cleaning and inspecting tools, equipment, and other
items. It also can include routine maintenance on equipment, which is one of the ways it flows directly into
TPM.

Why Do You Need to Shine?

Shine creates a work environment that engages and empowers operators by giving them more
responsibility and agency over their work area. It also helps them to identify problems before they
interfere with production. For example, in a clean work environment, it is much easier to spot emerging
issues such as fluid leaks, material spills, metal shavings from unexpected wear, hairline cracks in
mechanisms, etc.
How Do You Implement Shine?
After you’ve straightened items, it’s time to elevate the work area by cleaning, inspecting, and in some
cases performing routine maintenance. We recommend the following:
1. Grab the metaphorical spray bottle. Using appropriate cleaners and cleaning tools, make the work
area sparkle. With every sweep, mop, brush, wipe, wash, and wax, strive to return your workspace
to its former glory. Be Miyagi.
2. Find the source. The guiding principle of this step is “clean to understand.” If there are any signs of
leaks, spills, or unexpected debris, strive to understand the source. It is likely an early warning of a
future problem.
3. Inspect. After cleaning each item, take a moment to look it over and examine its condition. Does it
need updating, maintenance, or repair?

What Are Some Examples of Shine?

• Wipe down equipment.
• Examine the wear of your tools.
• Disassemble larger objects to inspect the state of their parts.
• Investigate a recurring unclean spot or mess.
• Make sure to follow proper cleaning procedures to prevent damage to equipment.

STANDARDIZE
What Is Standardize?
The Standardize step is a bridge between the first three steps (Sort, Straighten, Shine) and the last step
(Sustain). In this step, your goal is to capture best practices for 5S as standardized work for your team.

Why Do You Need to Standardize?

Standardize makes 5S repeatable. It transforms 5S from a one-off project to a reproducible set of activities.
How Do You Implement Standardize?
It’s time to make sure all your hard work continues to pay dividends into the future. Set expectations for
the future with a documented 5S process. To do so, we recommend that you:
1. Document in pairs. Have one team member walk through each task as another documents it to
ensure nothing important is missed.
2. Capture the essence. We are huge proponents of simplicity (and agile). Capture the essence of
each task and no more. Otherwise, your documentation will very likely not be maintained.
3. Prefer checklists. Checklists feel easy. Short checklists feel even easier. A great format is to have a
name for each task that serves as a quick reminder and a more detailed description for training.
4. Organize to simplify. Organize your checklists by role, by shift, and by frequency (daily, weekly,
monthly). This will make the 5S process much less intimidating to your team.

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What Are Some Examples of Standardize?
• Write down your 5S practices.
• Create “implementation” checklists and “audit” checklists.
• Create “kits” that contain the materials needed to perform a specific task.
• Use photos and other simple visuals as part of your training materials.
• Build a schedule for tasks.

SUSTAIN
What Is Sustain?
The Sustain step assures that 5S is applied on an ongoing basis. It transforms your standardized 5S
processes into regularly completed tasks.

Why Do You Need to Sustain?

Iterative 5S processes lock in your gains and ensure further and continued progress.
How Do You Implement Sustain?
Once you’ve standardized, it’s time to continually act upon those standards. We recommend you:
1. Create a schedule. Embed 5S practices as scheduled tasks (by role, shift, and frequency).
2. Teach through demonstration. Instruct employees on how to conduct 5S tasks through
demonstration and training. Showing employees what is expected of them will prepare them to
enact tasks on their own.
3. Supervise to solo. After initial 5S training for employees, gently supervise while they continue to
form habits. It is easy to make mistakes or fall off the wagon, so patiently and helpfully offer
corrections when necessary.
4. Adapt as necessary. When giving or receiving feedback on tasks, see where changes can be made
to make the tasks easier and more efficient. Standardized work is intended to be living
documentation.

What Are Some Examples of Sustain?

• Hold a demonstration meeting to explain complex or multi-step processes.
• Perform periodic check-ins after initial training.
• Teach employees to run 5S audits.
• Respond to mistakes with additional training.
• Encourage supervisors and operators to communicate openly and constructively to find ways to
improve your 5S implementation.
• Set quarterly audit reminders for reviewing the red tag holding area.

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 SELF CHECK 9.1.5
5S procedures and concepts

1. What are the 5s methodology?

2. What are the benefits of a 5s program?

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 ANSWER KEY 9.1.5
5S procedures and concepts

1.
• Sort: Eliminate that which is not needed.
• Straighten: Organize what remains after sorting.
• Shine: Clean and inspect the work area.
• Standardize: Write standards for 5S.
• Sustain: Consistently apply the 5S standards.
2.

• Creating space within your facility by removing unnecessary tools and equipment
• Reducing waste from unnecessary motion by organizing the workspace
• Reducing down time and improving quality by consistently maintaining equipment
• Engaging operators by granting them more responsibility for their work environment
• Creating a safer work environment by ensuring it is clean and well-maintained

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 Information sheet no. 9.1.6 Criteria for cost- effectiveness

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Improve the organization’s bottom line by decreasing procurement costs and improving efficiencies
across the board
• Become more cost-efficient

What is Cost Efficiency?

Cost efficiency is the act of saving money by changing a product or process to work in a better way. This is done
to improve the organization’s bottom line by decreasing procurement costs and improving efficiencies across the
board.

While cost efficiency isn’t the end-all-be-all of business, it is a very important piece of business strategy. The
ability to decrease costs and increase the bottom line by making processes more efficient is key to the value that
procurement offers organizations.

Want to see how real companies have achieved greater cost efficiency?
Cost Efficiency vs Cost Effectiveness
Cost efficiency is an incredibly popular term and strategy used in organizations all over the world, but it is often
confused with a similar term: cost-effectiveness. Both are ‘business buzzwords’ often used by C-Suite executives and
managers alike when talking about the performance of their organizations and teams.

Some mistake these ideas to be very much the same; however, there is a fundamental difference between the two.
Take a look at the definitions of effective and efficient from Dictionary.com:

Effective (adj.) – Adequate to accomplish a purpose; producing the intended or expected result.
Efficient (adj.) – Performing or functioning in the best possible manner with the least waste of time and effort.
Being cost-effective is more about getting a task done at all, while cost efficiency is about getting a task done, but
with the least waste and with the best use of resources.

Peter Drucker has a quote giving an easy way to remember the difference, “Being effective is about doing the right
things while being efficient is about doing things right.”

How to Achieve Cost Efficiency

A goal of most organizations is to become more cost-efficient. But how can you do this effectively and at
scale? There’s a variety of ways you can go about achieving cost efficiency but one of the fastest ways to see
ROI is to leverage technology innovations.
Utilizing a solution like JAGGAER’s Procure-to-Pay (P2P) Solution provides real-time data and analytics giving you the
insight you need to save money and gain efficiency.

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All Spend Under Control
The first step in achieving cost efficiency is to start managing and reducing your costs. For that to happen, you
need visibility over all of your spending and cost data. Having a platform to act as a ‘single source of truth’ for
your spend data, while offering automated, AI-powered recommendations for strategic actions, is a powerful
tool.

Getting this visibility and transparency is a very important step. Without it, you will always be playing catch up,
making reactive decisions as opposed to proactive, never truly getting a firm grip on your spending. After all, you
can’t
manage what you don’t measure.

Staying on Contract
One thing that can kill your cost efficiency efforts is people in your organization purchasing off-contract. This
type of maverick spend can lead to damaging vendor relationships, a lack of visibility, and unnecessary costs
associated with manual processing, even if the item bought was “cheaper”.
Oftentimes people don’t go out of their way to purchase off-contract; they just don’t understand the process or
think they might be getting a better deal. With an eProcurement solution that’s part of a P2P suite, this problem is
solved.

Having a system in place to identify and stop maverick spending is crucial. You need to be able to rest easy knowing
that your organization is taking full advantage of automated processing, paying negotiated rates, and furthering
supplier relationships by staying on contract.

Modern Invoicing Your Way

Outdated invoicing and accounts payable processes can be time-consuming, expensive, and lead to a lot of errors, all
of which will negatively impact your cost efficiency. Instead take advantage of an automated, touchless, and
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customizable invoicing system.

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You’ll be able to set up workflows and configure rules for n-way matching to start ‘managing by exception’ rather than
manually handling every invoice.

“In our old process, we had to enter an exception invoice from scratch and handle it all the way from the mailroom
to the file room. With JAGGAER’s touch-free processing of invoices, we can complete the same process in about a
minute,” remarked the Assistant Director of Procurement Services at the University of Virginia.
JAGGAER Invoicing gives organizations a powerful and intuitive reporting system. You’ll get deep insight into
processes, opening the door to maximizing cash flow and discounting opportunities. Out-of-the-box reporting
and analysis produce data on suppliers, invoice matching and tolerance, and early payments and discounts.

This data will allow your Accounts Payable team to become an intelligence hub for your organization and increase its
strategic value.

Visibility, Automation, and Increasing Cost Efficiency

If you’re looking to improve the bottom line while simultaneously cutting out wasted time and fine-tuning processes,
then pursuing cost efficiency is for you. When you have visibility over your cost and spend data, it’s easier to
ensure compliance, improve decision-making, and expose areas of your business that need attention.

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 SELF CHECK 9.1.6
Criteria for cost- effectiveness

1. What is Cost Efficiency and How to Achieve It?

2. How to Achieve Cost Efficiency

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 ANSWER KEY 9.1.6
Criteria for cost- effectiveness

1.
Cost efficiency is the act of saving money by changing a product or process to work in a better way.
This is done to improve the organization’s bottom line by decreasing procurement costs and
improving efficiencies across the board.

While cost efficiency isn’t the end-all-be-all of business, it is a very important piece of business
strategy. The ability to decrease costs and increase the bottom line by making processes more
efficient is key to the value that procurement offers organizations.
2.

A goal of most organizations is to become more cost-efficient. But how can you do this effectively and at
scale? There’s a variety of ways you can go about achieving cost efficiency but one of the fastest ways to see
ROI is to leverage technology innovations.

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 Information sheet no. 9.1.7 Workplace productivity

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• Be more productive at work
• Get your work done in the least amount of time without compromising the quality of work and
your physical as well as mental well-being.

Workplace Productivity: Definition, Importance, Tools & More!

Want to be more productive at work? Or perhaps you would like to free up some personal time for hobbies or side
projects? Check out our workplace productivity guide that can help you achieve more in less time. Read on …

According to a report by The Engagement Institute, lost workplace productivity collectively costs U.S. companies up
to $550 billion per year. Yep, you read that right. Lack of productivity in the workplace and getting things done on
time is costing businesses billions of dollars every year.

However, data from the U.S. Bureau of Labor Statistics shows that American workers now spend longer at work (8.8
hours) than they spend sleeping. If we are spending more time at work than we are at home, how come we are
doing less in more time?

This strange phenomenon can be directly related to productivity. Even though we are spending more time at
work, the actual amount of work getting done is decreasing.

There can be a number of reasons for this workplace productivity loss, but first, let’s discuss what do we actually
mean by the term ‘productivity!

What do we mean by productivity and what it has to do with the workplace?

Simply put, workplace productivity is getting your work done in the least amount of time without compromising the
quality of work and your physical as well as mental well-being.

It is all about the speed, the quality of work being done, maintaining an insane level of focus and determination by
avoiding distractions and doing work under a certain deadline.

In a nutshell, workplace productivity is a combination of time management, focus on the task at hand, motivation
to achieve success, and more.

Freeing up our time for personal goals and aspirations, or simply achieve more at work or in business is something
we all want for ourselves. Yet, only a few of us are able to achieve the level of productivity and focussed work we
so crave.

According to research, in an eight-hour workday, the average worker is only productive for two hours and 53
minutes. That’s right, we are only productive for about 3 hours a day while we spend over 8 hours (commute time
excluded) in the office!

You might be wondering how we are not even spending half of our time at work, working. There many reasons for
this which may seem small when considered individually but adds up a lot of unproductive time when added up
together. Let’s see what are these common enemies of productivity.

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Common Workplace Productivity Challenges We All Face
Before we give you some much-needed recommendations on workplace productivity tips and tools, let’s first discuss
the root cause of the lack of productivity in the workplace.
Tools and techniques can help improve the result but those are just temporary solutions. If we don’t counter the
problem at the system level, none of the productivity techniques will stick.

#1. Emails do more harm than good

A study from Adobe Systems reports that the average worker spends around 30 hours a week checking email. Imagine
in a 40 hour work week, spending 30 hours in your Inbox!
Since we receive approximately 304 business emails on average, the problem is deeper than we anticipated.
Add junk mails to the list and email overload ends up costing billions of dollars to US companies in a year! A
whopping 96 percent of workers agree that unnecessary emails waste their time.

#2. Stress is the silent killer

According to data, 9.7 million workers say their workplace productivity is damaged by stress and anxiety. In our
always ‘on’, always-connected environment, not having enough time to lay back and relax can add to stress and
anxiety and can ultimately hamper your office productivity.

Three in ten (30%) workers say feeling anxious or stressed because of high workloads/pressure to perform regularly
impacts their productivity at work.

Creating a stress-free environment, listening to your employee’s needs, communicating goals effectively, and
conducting outings and team-building activities are some exercises that can lower stress and anxiety in the workplace.

#3 The Ugly Truth About Meetings

According to research, almost 50 percent of employees think meetings are the biggest waste of their time at work
and the number one productivity killer.
Even executives agree that around 67% of the meetings are actually failures and lead to nowhere. Yet, a staggering 25
million meetings conducted on a daily basis in the US alone.
All of these unproductive hours and resources spent on meetings cost businesses a socking $37 billion a year!

#4. Distractions, Distractions, and some more Distractions!

Distractions are easily one of the biggest productivity killers at the workplace. From social media to water cooler
gossips, there are a ton of activities that we do in our workplace that rob us of our precious time and make us
unproductive.

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The study found that employees work for a mere 2 hours and 53 minutes also researched what they were doing the
remainder of the time. The most popular unproductive activities were:

• Discussing non-work-related things with co-workers– 40 minutes

• Reading news websites–1 hour, 5 minutes
• Making hot drinks–17 minutes
• Texting or instant messaging–14 minutes
• Searching for new jobs–26 minutes
• Making food in office–7 minutes
• Taking smoke breaks–23 minutes
• Making calls to partners or friends–18 minutes
• Checking social media–44 minutes
• Eating snacks–8 minutes
As you can see, the top three culprits were checking social media reading news websites, and non-work-related
communication with colleagues.
All the above-mentioned challenges to productivity can be resolved by developing your productivity skills. The first
step is to be aware of the roadblocks and acknowledge them. Next comes the resolution part.
Read more: How Collaboration Leads To Workplace Productivity?

Tips and Techniques to Improve Workplace Productivity

Productivity completely depends on your end goal, your style of working, your information grasping capacity, and
other obscure details about your work and life.

#1. Use the Pomodoro Technique for Focus

The Pomodoro Technique is a time management method developed by Francesco Cirillo in the later half of the 1980s.
With this method, you break down a task into time intervals, traditionally 25 minutes in length, separated by short
breaks (usually 5 minutes).
A 52-17 minute variation (52 minutes of work followed by 17 minutes of break) is also common amongst people.
After four consecutive Pomodoro, you can take a longer break of around 20 or 30 minutes.

#2. Use Website Blockers to keep distractions at bay

Since reading new websites and checking out social media is a huge time-waster and productivity killer, it’s important
to keep your phone at bay while working.
However, you can’t simply go offline on your phone or laptop/PC if your job depends on it. In that case, using
website blockers like Stayfocusd can help you out.
These apps (available as chrome extensions) can block time-wasting websites and apps for a pre-determined time,
forcing you to pay attention at work by reducing the urges.

#3. Save Time with Remote Work

Working remotely has known to reduce stress and anxiety and at the same time, improves focus and productivity.

• A Connect Solutions study also found that 77 percent of remote workers get more done in fewer hours
thanks to fewer distractions like meetings, conversations, and noisy coworkers.
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 • According to a survey of American remote workers, about 91 percent of people who work from home
feel that they’re more productive than when they’re in an office.
• More than 77% of people working remote report greater productivity and 52% are less likely to take time off

Since you save a lot of time that would otherwise be spent on traveling or office chit-chat, businesses are increasingly
improving their remote work policies.
Read more: 9 Must-Have Saas Tools For Remote Teams

#4. Learn more with Productivity Books

What better at learning about a topic in-depth than a book? Our struggle with productivity has spurred a
plethora of self-help books aimed at personal development and productivity.
Some great books on workplace productivity and goal setting include:

• The Power Of Habit by Charles Duhigg

• Atomic Habits by James Clear
• The One Thing by Gary Keller
• Deep Work by Cal Newport
• Daily Rituals by Mason Currey
• The Productivity Project by Chris Bailey
All of these books cover topics like productivity, distractions, habit formations, and goal setting and can help you
get a more in-depth view of productivity and getting things done effectively.

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 SELF CHECK 9.1.7
Workplace productivity

1. What do we mean by productivity and what it has to do with the workplace?

2. Tips and Techniques to Improve Workplace Productivity

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 ANSWER KEY 9.1.7
Workplace productivity

1.
Simply put, workplace productivity is getting your work done in the least amount of time without
compromising the quality of work and your physical as well as mental well-being.

It is all about the speed, the quality of work being done, maintaining an insane level of focus and
determination by avoiding distractions and doing work under a certain deadline.

2.

#1. Use the Pomodoro Technique for Focus

#2. Use Website Blockers to keep distractions at bay
#3. Save Time with Remote Work
#4. Learn more with Productivity Books

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 Information sheet no. 9.1.8 Impact of entrepreneurial mind set to workplace productivity

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• To carry forward experience and knowledge from previous workplaces, this can bring improvements
and changes to the new employers.

How An Entrepreneurial Mind set Can Benefit You In Any Workplace

In many organizations, there are already procedures that have developed across their lifetime. When a new hire joins,
he is expected to follow these and the working plan, and not deviate too much from it. Having said that, it’s
expected for employees to carry forward their experience and knowledge from previous workplaces, which can
bring about improvements and changes for their new employers.

This is in contrast with startups that may not have formal processes in place, and every new hire has an
opportunity to influence that. Hence, it can be quite different for someone looking to join an early-stage startup
compared to joining a startup that has been around for more than five years or an MNC with strict, established
rules.
Nevertheless, as an employee, you can choose to follow the norm and do the work that’s expected of you, which is
what I would deem the ‘employee mindset’. Or you can adopt an entrepreneurial mindset — one where you
constantly challenge the status quo and to propose new, unproven strategies.

Certainly, not all workplaces are welcoming of such a “deviant” attitude and there are ways to be tactful about it
but that’s another story. Regardless of where you are working at, here’s why cultivating the entrepreneurial
mindset can benefit you.

1. An entrepreneurial mindset leads to changes

If employees do as they are told, there would be no incentive for innovation. Why break what is broken? Why risk
your efforts on something untested when it can all surmount to nothing?
While an employee mindset perceives things to be working fine the way they are, an entrepreneurial mindset will
question why things are done in a certain way and look for avenues to improve the current setup.
Entrepreneurs are not afraid of making mistakes because they learn from it and try to get their next attempt
right. Likewise, having an entrepreneurial mindset means that you don’t conform to previous standards and you’re
constantly seeking change.

Having said that, most people within an organisation are resistant to change so even if you do have an entrepreneurial
mindset, be smart in going about your proposals.

2. An entrepreneurial mindset leads to personal growth

If everyone were to just do what is required of them, not only will the company stagnate, they themselves will too.

Picture someone who gained the expertise required after a few months of work and spends less time to do the
same amount of work. Yes, he became more productive, which means that he can technically work lesser hours and
still get the job done.

But since he’s paid a monthly salary, the employer will feel that he should work the same hours and take on
more work. As an employee, how will you react to that?

If you adopt an employee mindset, you’ll feel that it’s not fair to get more work done unless you’re fairly
compensated. Why benefit the company? Instead, you can afford to take more breaks during office hours, do work
a little slower, and you won’t be faulted. So people become “smarter” at their work.
On another hand, if you have an entrepreneurial mindset, you’ll realise that the free time afforded from your increased
productivity could be put to better use. You might not want to ask for more of the same work, but you can ask for
different tasks that challenges you and where you get to learn something new.

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It is this mindset that leads to personal growth. Growth can mean a lot of things, from taking on leadership positions
to acquiring new skills. It depends what you seek from your career but the goal is to seek growth.

3. An entrepreneurial mindset builds your network

Entrepreneurs are one of the most resourceful people in the world. This is because they are well connected and if
they cannot get something done on their own, they will know who to approach for help.

While an employee mindset would just be contented to do good work by himself and perhaps to socialise with his
coworkers, an entrepreneurial mindset seeks out networking opportunities. Whether he’s looking to move somewhere
within the company, or to build his network for future opportunities, he constantly builds these connections.

It’s a fine line between sucking up and getting to know your boss better. Likewise, both networking and playing
politics involve being chummy with different people in the company, so be careful what you are getting yourself into.
Not everyone will appreciate an entrepreneurial mindset that’s constantly building his network, and you might not
want to be seen in the negative light. But as long as you have a clear goal for yourself, no one can fault you for
that.

4. An entrepreneurial mindset gets you more money

When you choose to work for a company, the considerations are always the same — what’s the work you do, how
much are you paid, what are the benefits, what’s the culture like? It’s thus very easy to fall into the trap of valuing
your work by how much you are paid.

Most employees consider whether they are compensated fairly. Even if you’re a freelancer, it’s very easy to have
the employee mindset to value your work in terms of dollars. Take for example a piece of written work, you might
see its worth as $300/article, $0.20/word, or $20/hour.

In comparison, an entrepreneurial mindset involves thinking in terms of value created. For this piece of work, how
much money will I help my client generate? If it gets him $1,000 in revenue and after deducting other costs, he can
afford to pay you up to $600 for that article, then selling it at $300 might seem like a bargain for you, but is in fact a
bigger bargain for him.

Ironically, when you don’t think in terms of dollars and instead consider how much value you can create, you might
actually be able to negotiate for more bucks.

5. An entrepreneurial mindset makes you happier

Entrepreneurs always look on the bright side of life. They take rejections in their strides and take failures as learning
opportunities.

As I pointed out in a previous article, entrepreneurs know how to recognise what is within their control and
what is not. Therein, they embrace and forgive themselves for making mistakes and keep trying till they
succeed.
Whether in business or as an employee, you’re bound to have setbacks and your mindset affects how you deal
with it. While an employee mindset is to think that the boss is always right, and to do the best to please the boss,
you have to accept that sometimes they are in the wrong.

This is not to say that you should argue against your boss or jump in to defend yourself. Rather, an entrepreneurial
mindset entails crediting yourself for what you’ve done and to assess whether you’ve done a job to the best of your
ability. Thereafter, you’ll either seek ways to improve upon it, or if you couldn’t have done it better, you’ll learn to
absolve yourself of the blame assigned onto you.

It is this mentality that keeps entrepreneurs positive. It is this mentality that will make you a happier person.

Tips To Embrace the Entrepreneur In You

Whether you’re an employer or an employee, adopting these practices will benefit you mentally, in personal
development, and even financially. To sum it up, here’s how you can adopt the entrepreneurial mindset:
• Don’t be afraid to make mistakes. Everyone does that. Instead, learn to embrace rejections and failures so that
you can learn from them.
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• As Steve Jobs says, “Stay foolish, stay hungry”. Keep seeking change or you’ll stagnate and be left behind.

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 • Think in terms of value and not in terms dollars, and you will get the most out of it.
• When life gives you lemons, make lemonade. Think positive and it’ll make you a happier person.
• You’re more than just an employee. Working for a company doesn’t mean that you have to conform to
their standards — you are what you make of yourself.

Adopt The Same Mind set When Working from Home

Remember, having the entrepreneurial mindset can benefit you in any environment, even when you’re working from
home. While you’re away from the scrutiny of your bosses and colleagues, it’s up to you to uphold the standard of
work and the commitment to your responsibilities.

Keeping the entrepreneurial mindset even when working from home is essential to retain productivity, self-
improvement, and growth. Working from home is challenging but it is not about what you wear when you work, or
about saving on the commute time. Rather, it’s having the right mindset that keeps you productive and keeps you
turning up, day after day.

Entrepreneurs are one of the craziest bunch of people, but there are many things we can learn from them. And when
it comes to work, it starts with adopting the right mindset.

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 SELF CHECK 9.1.8
Impact of entrepreneurial mind set to workplace productivity

1. Why cultivating the entrepreneurial mindset can benefit you?

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 ANSWER KEY 9.1.8
Impact of entrepreneurial mind set to workplace productivity

1. An entrepreneurial mindset leads to changes

2. An entrepreneurial mindset leads to personal growth
3. An entrepreneurial mindset builds your network
4. An entrepreneurial mindset gets you more money
5. An entrepreneurial mindset makes you happier

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 Information sheet no. 9.1.9 Ways in fostering entrepreneurial attitudes: (Quality consciousness, Safety
consciousness)

LEARNING OBJECTIVE/S:
After reading the Information Sheet, the trainee must be able to:
• To carry forward experience and knowledge from previous workplaces, this can bring improvements
and changes to the new employers.

WAYS IN FOSTERING ENTREPRENEURIAL ATTITUDES

Learning Objectives: After reading this information sheet, the student/trainee should be able to;

1. Identify ways in fostering entrepreneurial attitudes.

2. Be familiar with the duties and responsibilities in the workplace.
3. Be familiar with the do’s and don’ts when working.

A big part of being an entrepreneur is working in an environment with like-minded, interesting people. But
an environment like that doesn't just materialize overnight -- like anything else, you need to work hard to
make it happen.

1. Hire Aspiring Entrepreneurs

It's no coincidence that aspiring entrepreneurs are attracted to the startup environment. These types are
eager to gain experience and tend to see opportunities in markets or the industry where others don't. Bring
them in, and empower them to flex their entrepreneurial muscles within your organization. - Matt
Ehrlichman, Porch
2. Make Employees Feel Like Partners
Give everyone in your company equity, and motivate them to view your company as their company. You
really need to believe that everyone at your company is your partner and treat them that way
3. Empower your employees with more responsibilities, and encourage them to make decisions on their
own. Encourage creativity, reward your employees when they make good business decisions and use
their mistakes as learning opportunities. - Andrew Schrage, Money Crashers Personal Finance
4. Be Open to Micro-failures
I try to create an environment in which employees know that I am open to micro-failures in the macro-
pursuit of success. If people are afraid to take risks, then we aren't going to grow as quickly or smartly as
possible. But people don't always believe that making mistakes is OK. I strive to give them proof that it is,
so they can let go of any fears and try new ways of getting the job done. - Bobby Grajewski, Edison Nation
Medical
5. Give Incentives to Employees
What's in it for them? If they're proactive, go the extra mile and really impact your company positively --
what do they get out of it? Incentives can include raises, bonuses (time off, a paid holiday, etc.), stock
options, promotions and even public recognition of one's efforts. - Nicolas Gremion, Free-eBooks.net
6. Lead by Example
You need to lead by example, take a few risks, and then let those ideas materialize. In some cases, your
risks will fail; you need to show your team that failure is OK. They should embrace it, fail fast and get back
on it. The only way your employees will feel like taking risks is if they know that failing will not be looked at
in a bad light. Just make sure each failure only happens once.
7. Give Employees a Voice
By giving employees voices, listening to their ideas and implementing them, you can encourage a culture
of “intrapreneurs.” Seeing that they are an integral part of the company — whether it’s saving money by
using a different vendor or creating a new process to streamline production — will give them pride in the
company. – Phil Laboon, Clear Sky SEO

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 8. Make It Safe to Share Ideas
Create a culture where new ideas are welcomed and not shut down. You want every employee to feel
like she can make a difference with her idea rather than depend on the founder or management team for
the next big idea. Encourage your team to share often and openly to encourage intrapreneurship. –
Sarah Schupp, UniversityParent
9. Give Employees Ownership
To create a culture of intrapreneurs, you have to give employees ownership of projects and follow their
recommendations. We encourage an entrepreneurial mindset by having employees take turns being “Sensei”
and leading a professional development training session. Additionally, every employee is expected to take
a project from start to finish every quarter. – Sean Kelly, HUMAN
10. Ask Them for Their Recommendation
Nearly all employees can present information; rock stars will prepare a recommendation. When team
members bring back information, ask them, “What do you think?” You’ll create a culture of thinking
beyond the current step toward next steps and implications. It’s the first step toward creating
intrapreneurs. – Leah Neaderthal, Start Somewhere
11. Create a Startup Culture
If you want to have intrapreneurs in your organization, you need to foster an atmosphere of
entrepreneurship. This can be done through articles you share with the team, weekly meetings and, most
importantly, mentorship. Creating a library of books about entrepreneurship helps as well. If you create
and promote the culture, the entrepreneurial spirit within your employees will be empowered. – Aron
Schoenfeld, Do It In Person LLC
12. Make Hires Draw an Owl
There is a great Internet meme that we use as a hiring philosophy called “How to Draw an Owl.” Step one:
Draw two circles. Step two: Draw the rest of the owl. We need people who can self-direct and get things
done, even if it isn’t the way we’d ideally do it. Drawing owls is a microcosm of the “intrapreneur” culture
we want to foster. – Liam Martin, Staff.com

Adopt an Entrepreneurial Mindset: How to Think Like an Entrepreneur

You won’t succeed in the business world without capital, lots of luck, and an entrepreneurial mindset. This
guide will help you tap into your entrepreneurial instincts.
Few things are more exciting than embarking on an entrepreneurial journey. It certainly was for me. Nothing
ignited my fire like the idea of taking an idea and turning it into a product that people would fall in love with --
and becoming truly independent in the process.

It seems like everybody these days is an entrepreneur. Studies have suggested there are about 582 million
entrepreneurs in the world -- almost one out of every 10 people on the planet. People who wouldn’t have
participated in the business world decades ago are getting involved. For example, while the business world
remains male-dominated, women entrepreneurs are a growing part of all industries.

But it’s not for everyone. You learn a lot of things about what it takes to be an entrepreneur, and it’s all about
your mindset. Success as an entrepreneur involves changing how you approach things mentally.
Whether you want to become a solopreneur, infopreneur, independent contractor, or someone who succeeds
in everything you put your hand to, having the right mindset is key to becoming an entrepreneur. Here’s what
that means.

Overview: What is an entrepreneurial mindset?

The entrepreneurial mindset refers to the mental skills a person has that make them more likely to establish
and run a successful business. A person with this mindset is able to identify good business opportunities,
capitalize on those opportunities, overcome adversity, learn and grow from failure, and excel in all sorts of
arenas.

A big part of the entrepreneurial mindset is having a fierce determination to succeed, being undaunted by
setbacks, and willing to do just about anything to achieve success.

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10 ways to develop an entrepreneurial mindset
Being a successful entrepreneur requires a long list of skills, but these 10 tips will help you shift into that
business mindset.

1. Embrace your individuality

As an entrepreneur, the number one thing you’re going to be selling is yourself. You’ve got to convince
everyone, from your investors to your customers, that you’re someone worth being involved with. Use
whatever unique set of talents and skills you have to set yourself apart from the pack. Don’t compare yourself
to others -- focus on what gives you an advantage in the business world.
Understand what makes you different. Know your strengths and weaknesses. Stand out and be different. That’s
the only way to gain traction in a crowded business world.
2. Shun negativity
Avoid negativity like the plague. When you work for yourself, all sorts of doubts can creep into your mind if
you let them. Maintain a positive mindset at all times, and surround yourself with encouraging people. Instead
of seeing problems as negatives, look at them as opportunities to grow and find solutions that your customers
will appreciate. Encourage others and seek the silver lining in every situation.
3. Embrace fear
Many people run from fear, but it can be a powerful motivating factor for an entrepreneur. Use fear as a tool of
recognition and gain mastery over it. Fear signals a new opportunity to engage, or a bold new direction to go in
where there’s risk but also great reward.
While fear may also signal a bad deal, sometimes it just means that you’re doing something different and
exciting with an uncertain future, but that’s what you’re going for. Evaluate your fear and determine whether
it’s a practical concern or an indication that you’re on the right track.
4. Be grateful
Always be thankful for the blessings and achievements you have, which will keep you positive and grounded as
you engage in your entrepreneurial endeavor. Don’t take anything for granted and demonstrate gratitude to
those who help you. This approach will pay you back exponentially in the long term.
It’s particularly important with your clients because, by being grateful for their business, you make sure your
customer service is excellent, which keeps them coming back and recommending you to their friends and
colleagues.
5. Become a creator
It is not enough to simply have an idea. Tons of people have great ideas, but they never act on them. This is one
of the most important entrepreneurial traits -- you must bring the thing you dreamed of into reality. Harness
your vision and seek to overcome the obstacles to making it a reality. Have patience as you build on your idea,
but work relentlessly to make it happen.
6. Listen to your body
You are not superhuman, so listen when your body tells you it’s time to slow down. Your body will never lie to
you, so pay attention when it signals that you’re stressed and exhausted. Don’t overwork yourself because
ultimately you’ll get diminishing returns from any work you do once you cross a certain line. Focus on
improving the quality of work that you do, not increasing the quantity.
7. Risk failure
Entrepreneurship comes with failure. Even the most successful entrepreneurs in history had many failures
before finding success. Failures are learning opportunities, and while it’s good to avoid failure, a setback is just
a stepping stone on the path to success.
Move on quickly when you make a mistake, and use failure to improve your approach. Seek help from a mentor
or friend to understand why you experienced a setback and just keep trying.
8. Be a relentless learner
One of the top entrepreneurial characteristics is a willingness to learn. You will never reach a point where you
can stop learning, so be a sponge and absorb every bit of knowledge you can. Read books by successful
business leaders. Open your mind. Develop your brain like a muscle. Embrace change and be open to new
ideas, and set aside time each day to absorb this information.
9. Ask for help
Don’t be prideful -- everyone needs a second pair of eyes sometimes. Find a mentor and ask for help with
getting over the hump. This can be the difference between spinning your wheels and getting that boost that
takes you to success. But don’t stop there. Learn how to delegate tasks to others as well.

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You can’t do everything alone, so don’t try. Hire people to help you manage the day-to-day administrative and
other aspects of the business so you can focus on more important tasks.
10. Regularly self-assess
Be honest with yourself and assess your own performance on a regular basis. What could be improved? Do you
have any blind spots? What should your next steps be? Don’t be afraid of criticism, and be objective. Don’t sulk
when you experience a setback -- use it as another opportunity for reevaluation and growth. Make some
improvements, set them in motion, and then reexamine to see if they’re having the desired effect.

Be cautious before you embark on an entrepreneurial career

Let’s say you’re ready to start an online business today. You’re planning on operating as a sole
proprietorship because you don’t have the money to spend on employees. You think you've got a great idea,
and while you haven't done much research, everyone you've talked to thinks it's an awesome idea. As a result,
you've decided to quit your job and go for it.

That's a dangerous way to go. Take it from me: Entrepreneurial motivation isn’t enough to make you successful.
While books by successful entrepreneurs will make you think that all it takes is an idea and the fire to make it
happen, that’s not the case for the rest of us.

The majority of businesses fail early on, mostly due to undercapitalization. Overnight success stories happen,
but they’re rare, and usually they’re achieved by people who started with quite a bit of money. It’s like winning
millions of dollars in the lottery. Yes, it happens to some people, but the odds are it will never happen to you
no matter how many times you play.

Instead, plan for slow, gradual success. Keep your day job and build your idea on the side. Keep growing and
learning over days, weeks, months, or even years. Be ready to shift and go a completely different direction if
you’re getting nowhere. Be optimistic, but be smart, too.

After all, building a successful business isn’t like winning the lottery, it’s like developing any skill. You wouldn’t
expect to learn Chinese in a few weeks. It takes years to become fluent. Similarly, the key to long-term success
is to focus on becoming fluent in the language of business. And that comes only with diligent practice and
immersion through smart, cautious entrepreneurship.

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 SELF CHECK 9.1.9
Ways in fostering entrepreneurial attitudes: (Quality consciousness, Safety consciousness)

1. 10 ways to develop an entrepreneurial mindset

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 ANSWER KEY 9.1.9
Ways in fostering entrepreneurial attitudes: (Quality consciousness, Safety consciousness)

1.
1. Embrace your individuality
2. Shun negativity
3. Embrace fear
4. Be grateful
5. Become a creator
6. Listen to your body
7. Risk failure
8. Be a relentless learner
9. Ask for help
10. Regularly self-assess

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REFERENCES AND FURTHER READINGS
https://www.indeed.com/career-advice/finding-a-job/what-makes-a-company-a-great-place-to-work
https://employsure.com.au/blog/the-importance-of-workplace-policies-and-procedures/
https://www.prosymmetry.com/resources/resource-utilization-what-is-it-and-why-is-it-
useful/#:~:text=available%20to%20you.-
,What%20is%20resource%20utilization%3F,being%20as%20productive%20as%20possible.
https://www.business.com/articles/12-ways-foster-entrepreneurial-culture/
https://www.runn.io/blog/resource-
optimization#:~:text=Resource%20optimization%20is%20the%20process,electronic%20(software%2C%20computers).
https://www.leanproduction.com/5s/#:~:text=5S%20is%20a%20five%2Dstep,lean%20production%20tools%20and%2
0processes.
https://www.jaggaer.com/blog/what-cost-efficiency/
https://blog.bit.ai/workplace-
productivity/#:~:text=Simply%20put%2C%20workplace%20productivity%20is,well%20as%20mental%20well%2Dbeing
.
https://medium.com/the-post-grad-survival-guide/how-an-entrepreneurial-mindset-can-benefit-you-in-any-
workplace- f7806a7fe7a5#:~:text=An%20entrepreneurial%20mindset%20leads%20to%20personal
%20growth&text=Picture%20so meone%20who%20gained%20the,still%20get%20the%20job%20done.
https://www.fool.com/the-ascent/small-business/articles/entrepreneurial-mindset/
https://www.business.com/articles/12-ways-foster-entrepreneurial-culture/
https://www.fool.com/the-ascent/small-business/articles/entrepreneurial-mindset/

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