NVQ BUSINESS AND ADMINISTRATION LEVEL 2: MODULE 201

GCSE Business Studies

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

Why effective communication is important.

Effective communication is important so that information is received and understood by the correct person that you want to communicate that information to. Or that a message is passed along that he or she receives and understands.
The person with whom you are communicating with understands every part of the communication and is left with no misunderstandings or questions that are unanswered.
You have contacted the person or persons in time for the information to be used and for a confirmation and or a reply to be made if this is needed.

How to focus actively on what others are communicating.

Focus on the person or persons that you are talking to, look at the speaker if that person is in front of you.
Do not interrupt when another person is talking to you, as you cannot talk and listen at the same time.
If the information is important make notes that you can refer back to refresh your memory later on, if you do not understand something then put a question mark to check back later.
If the person with whom you are talking to is front of you then try to determine their attitude from body language and by their tone of voice.
Give positive feedback by smiling and or nodding, this shows that you have understood what is being said to you. If you are on the telephone, listen carefully for signals like a sigh or hesitation for instance. This can be important if you are trying to determine the person’s attitude over the telephone.
If you are in a hurry, upset, under pressure or trying to do two or more jobs at the same time. You will tend to be distracted, if possible try to get some assistance; otherwise the need is to focus on the immediate task at hand.
Try not to get angry or upset to what you hear, for example if someone is complaining about service he or she has been given or if an item has not been delivered. Do not take it personally and then take offence and start giving offence back. If for any reason you think that you personally are being insulted on purpose. Then get help to deal with the person calling, or standing in front of you.
If the person to whom you are talking to seems to be taking a long time to get to the point or keeps adding details that are unnecessary. Politely interrupt to review any notes that you have taken down so far. This will help to keep the conversation focused on the subject under discussion.
At the end of a discussion or telephone call, summarise and check the key points of the subject under discussion. Check that you have written down all the keys points of the conversation or telephone call and that you have agreed with the person with whom you are talking to and that they concur with the action or actions that you will take

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

Why it is important to question things you are not sure about.

If you are talking with to someone in person either on the telephone or in person and they use a word, or a figure of speech that you have never heard before and you are either unsure and do not know what it means. Then ask them that as you have not heard that word before could they please spell the word and explain what the word means.
You do not look silly if a word or an obscure phrase is used that you do not understand.
To check that you understand whatever is being communicated weather it is in person or on the telephone.
As Address, names and telephone numbers are important information, so it is important to make sure the name/s of the person/s that you are speaking to are correctly taken down to contact them again if it is necessary.
It saves you being embarrassed or looking incompetent if you have to go back and ask more questions at a later date.

How to structure and present information clearly and accurately.

Make sure you accurately know what information you going to communicate.
Start with an introduction so that everyone is aware of who you are and for instance what has happened so far.
Develop the topic under discussion i.e. in an interview impress on your prospective employers why you are ideal for the job
Have you checked as to how the information is to be given, i.e. in a written or verbal presentation
Find out if possible whom you will be giving the information to and what they already know.
This will save you duplicating any information and will affect how you present the information
When you receive any information to be used at a later date, put that information down in a coherent manner.
When giving information in a talk i.e. for an interview, make sure you allow enough time to prepare for the talk.
Write down the key points to summarize what you wish to get across in the talk.
Speak clearly and confidently.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

Check that they are in order, for instance if you are speaking about pervious jobs over the last 5 years. The first job that you had would go at the top and your present or previous job would be at the bottom.
If presenting a written document find out what style it is to be presented in. I.e. is there a house style or a standard template to be used.
Be consistent in the layout of the document i.e. headings of the same importance should be the same style and the spaces before and after them should be the same.
The main heading of the document is usually in capital letters and in bold
Group similar information together into the same sections.
If the information to be given is in the form of instructions, check that you have all the information that you require. Then put down the information in a logical order.
At the end of the document put your name and the date at the bottom of the page for future reference.
If graphics, charts or tables are included in the document make sure that they have a heading or caption so that it can be seen how they relate to the text.

Why it is important to adapt the way you communicate to meet the needs of other people.

Adapt the language that you use to the audience you are communicating to.
Be aware that English is not everyone’s first language so those for whom it is not, they will need extra time and patience, when you are talking to them.
Some of your customers may be young or elderly or have a disability, i.e. you may have a customer whom has a sight or hearing difficulty. In the case of a customer with a sight problem they may need reading material with large print. Or if a customer has a hearing problem then you would need to speak slowly, relativity loud and speak clearly.
Be aware that people whom work within the company and the type of business will know the type of specialized language used within that type of business. But people outside the company and type of business that you work in, may not.
Basically when thinking about how to solve the problem for yourself and the person/s with whom you are trying to communicate. Think about the problem from their point of view and what you would need if you were in there shoes, this will help you solve the problem

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

Why it is important to seem confident when communicating with others

When communicating with people, if you are confident this lets others know that you have knowledge of what you are talking about and will encourage them to communicate back to you.
If you are confident when communicating it promotes trust between you and the person/s with whom you are communicating with.
It also means they take you seriously when you are communicating with customers’ or other members of your ...

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KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

Why it is important to seem confident when communicating with others

When communicating with people, if you are confident this lets others know that you have knowledge of what you are talking about and will encourage them to communicate back to you.
If you are confident when communicating it promotes trust between you and the person/s with whom you are communicating with.
It also means they take you seriously when you are communicating with customers’ or other members of your team or company.

How non-verbal communication affects the impact you have on others.

Non-verbal communication otherwise known as body language affects the impact we have on others, either positively or negatively by sending messages to the other people with whom you are communicating with.
Also there is non-verbal communication which is the non-verbal part of speech, which is essentially the tone of your voice. If verbal communication is strictly the words you say, then HOW you say those words is the non-verbal part.
Non verbal communication can tell you if the person with whom you are communicating with if a person is feeling hostile or happily disposed to us socially.
Non verbal communication can have positive effects like getting the receiver to understand your message better. Non-verbal communications can help convey the emotion of your message, i.e. non-verbal communications can communicate fear, panic, nervousness, happiness, calmness, etc.
If you are talking to a customer or fellow member of staff, if you speak clearly, confidently and face to face. The person with whom you are talking to will get a positive opinion of you and your company.
The opposite also applies if you talk to a fellow member of staff, or a customer. If you are not talking to that person/s face to face and you looked bored, depressed or are just plain unhelpful. That person then gains a negative impression of you and or the company that you work for.

How to contribute positively to discussions.

Unless what you are about to discuss is a surprise then you should think carefully about what you can provide before the discussion starts. Plus read any information that you have given in advance.
Arrive on time and listen carefully whilst the Chair Person outlines the leader outlines the subject and the intent of the discussion.
Make some brief notes of the points under discussion, because you may need to refer back to something that has been said later on.
Always be positive and productive, try to produce new ideas or build upon others peoples good ideas.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

If you do not understand something that has been said, ask if it could be explained or made clearer.
Never talk so for the sake of it, or just to hear the sound of your own voice.
Do not rubbish a suggestion just because it was not you whom thought of it. Also do not make remarks about the person that suggested the idea.
If you are unsure of what you are doing or shy, think about teaming up with a fellow member of staff and help each other to contribute to the discussion or meeting.
Because most discussions tend to result in a compromise of some form. You should be prepared to accept an outcome that you are not comfortable with. There may be good reasons why an idea has had to be modified and changed from its original format.

Where to find written information that you need for work.

To start with a little research into the people for whom you are providing the information for is usually helpful.
You will need to know what they need information on, and what they already know.
You will want to ensure that you explain any additional information that may be required.
There are various types of written information but they can be put into two main categories i.e. internal and external.
Internal information can be notes from any meetings, internal address books, or holiday records.
External information can come from more sources; nowadays a lot of information can be downloaded and printed from the internet.
Also external information can come from catalogues, timetables; also you can gain information from newspapers or magazine articles.

How to pick out the main points you need from written information.

Make sure you know what you are looking for to save wasting potentially a lot of time.
If your manager is giving you some instructions, write them down so that you do not forgot or misunderstand anything you have been asked to do.
Read though the information that you have been given carefully. If necessary read it again twice to make sure that you have found the information that you have been asked to find.
Check to see if you are allowed to use a highlighter to mark the important information in the document or documents you are reading as you read them for later reference.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

Also check that you have found all the information that you require and that all the notes that you have made can be understood and make sense.
Check that the information that you have gathered is up to date.

How to provide written information in a way that meets other people’s

needs.

First of all you need to think about whom needs the information and why. This is important in way you present the information. i.e. if the information is for friend then the way you would present the information would be different if for example you were writing to a customer or your manager.
Also you need to know how quickly the information is needed, and then you can decide how to write and present the information that is required.

Why it is important to plan your work and be accountable to others.

If you cannot manage your own workload this will have a knock on effect to your fellow workers, by creating problems and creating ill feeling by expecting them to help you out, especially if they are busy as well.
It is a more effective use of your time if you are able to plan your work.
If you show that you are efficient and can be trusted to complete the tasks you are given on or ahead of time. Then you are more likely to be given more interesting and stimulating jobs to do.

How to agree realistic targets for your work and why this is

important.

Be aware of your own abilities and the capabilities of the machinery you are using.
Find out all you can about the task first, i.e. when it has to be completed by, what assets you have available to you to do the job, before you commit to do the job by a certain time.
If a job that you have been given is not achievable by a certain time you could panic and therefore make a mess of the job that you have been given to do.

How to plan your work.

First break down the jobs that you do everyday into prioritised categories.
CATEGORY ONE ARE ANY JOBS THAT ARE imperative AND URGENT, THESE JOBS SHOULD BE DONE FIRST OF ALL.
CATEGORY TWO ARE JOBS THAT ARE URGENT BUT NOT IMPORTANT, THESE JOBS SHOULD BE DONE NEXT.
CATEGORY THREE ARE JOBS THAT IMPORTANT BUT DO NOT NEED TO DONE AT THE MOMENT THESE SHOULD BE DONE WHEN JOBS IN THE PREVIOUS TWO CATEGORIES ARE DONE.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

CATEGORY FOUR JOBS ARE THE ROUTINE JOBS WHICH ARE NOT URGENT OR IMPORTANT AND CAN BE DONE LAST OF ALL.

The types of problems that may occur during your work and how to

report them.

There are various types of problems that can occur during

your work for instance.

A piece of machinery breaking down, for instance the photocopier breaking down, or your computer crashing, losing whatever work you are doing on it at the time.
Materials that have been ordered to arrive by a certain time have not arrived
If you are shorthanded due to a fellow member of staff either telephoning in sick or having to go home because they feel ill.
If the job that you are doing is going to take longer for some reason.
There is a problem of some kind that is beyond your ability to solve, i.e. a technical fault of some kind.
You are waiting for some fellow members of staff contributions and are unable to proceed any further on the task at hand, until they arrive.
You have other jobs needing doing and cannot complete a specific piece of work the time and or date asked for.

The best way to fix any of these various types of problems will depend, on the type of problem.

If the problem is only minor and is directly related to your area of responsibility, nobody else is involved and you are not breaking any company rules. Then you can easily solve these problems on your own.
You need to ask for permission to solve a problem if not solving the problem will cause some problems; your idea to fix the problem will cost money, if solving the problem goes beyond your area of responsibility. If the solution would require other peoples assistance.
You need to ask for help, if the problem that has occurred could create some serious problems for you, your fellow members of staff, and the potentially the business you work for. You also need to ask for help if you do not have any idea of how to solve the problem, if you are not sure that your solution to the problem will work. Or you urgently need some advice and or assistance.

Why it is important to keep other people informed about progress.

It lessens the stress involved, by you not having to worry about how to solve a problem on your own.
You can get assistance and advice from other members of staff if a problem occurs and it decreases the amount of time in needing to explain what stage you are at on the job/s you have been asked to do.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

Your manager or fellow workers can factor in any possible delays, in time to try and finish the task at hand if it is important.
You do not create a panic when you say that there is a serious problem when it is too late to effectively to do much about it.
Your Manager can plan how to efficiently how to allocate the any work coming into the office because how much work you have to do will be known.

Why you should give other people sufficient notice if you need to

revise your plans.

Because the more notice that is given, the easier it is to revise any plans and get more resources if necessary to complete the task at hand.

Why it is important to acknowledge and learn from your mistakes.

Because if you can acknowledge and learn from your mistakes.

You gain the respect and trust of whomever you are working for.
If the same or similar problem arises again, then you will know how to how to proceed so as not to make the same or similar mistake again.

Guidelines, procedures and codes of practice that are relevant to

your work.

Guidelines

Say hello to everyone that comes in. Ask them if they have been before and if there is anything you can do to help them.

If they haven’t been before explain that the blue prices are for people who have been referred to us by a support agency and that the pink prices are for general members of the public. If the person replies that they think they should have a referral, offer to organise that by telephone for them if this is possible. If that is not possible then offer them a copy of the referral agency list, explaining that they may be able to get a referral from one of these places.
If anyone is unsure about what we do here at the SOFA Project, explain that we are a charity to help people on low incomes and to recycle furniture by saving it from going into landfill or broken up.
If you are unsure about any procedure then ask a member of staff or a more experienced volunteer.

Procedures

If someone comes in with a referral form, make sure that it looks genuine. If in doubt, phone the referrer to check it out. Fill out a membership card for the customer (you will need to work out the expiry date as a year from the date that they brought it in). Date stamp the referral form then put it in the “the referral forms” tray for details to be entered onto the computer.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

When you are selling furniture, take a pen and a board with white and sold stickers on with an order form, then go with the customer to see the item.
Put a sold sticker on the item of furniture and then write the invoice number on one of the white stickers and put on the item of furniture beside the sold sticker.
Explain about deliveries. The information about this should be attached to the clipboard. There are three important things to remember which are.
I) Make sure the item of furniture will fit into the customer’s house. If the item does not fit in, and then has to come back to the SOFA project there will be an administration charge of £8. Refunds are issued as a credit note.
II) Van staff cannot take furniture upstairs.
III) If a customer is not in at the time of delivery then there will be an administration charge of £8. The delivery times are between 10.00am and 2.30 pm.
Fill in customer details on the form. Put a “Sold” sticker and a white sticker with the customer’s order number (which is at the top of the order form) onto the item. Then on the order form, put a mark next to the relevant item and write down the price. Take the customer back to the office Work out the total the customer needs to pay and take their money. Unlock the till and enter the amount that the customer needs to pay into the till put the money in and take out any change if necessary.
You must not forget to write down the word paid into the box at the bottom right of the order form.
There is a waiting list for large electrical items i.e. Cookers, Fridges, Fridge Freezers, Washing machines etc. If a customer needs one of these items then they can be added to the waiting list. Fill in there contact details i.e. Name, address and telephone number then a tick should be next to the electric item or items that they require.
When you are doing this please make sure that the person whom you are serving understands the policy on reserved electrical items

There is usually only one cooker and washing machine per person and one fridge and freezer or one fridge-freezer per person.
When an item comes in and has been tested the next person waiting for it on the list will be contacted. If however we cannot get through to them after 2 days of trying we will then move on to the next person on the list. When we have contacted them we will then sort out a time for them to come in and look at the item.
If when they come in to view the item and decide they don’t want it based on the look of it, then they may be sent to the back of the queue. However, if they don’t want it based on practical reasons, we’ll keep them in. the same place and will phone them when something more suitable comes in

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

Sometimes a customer will want to buy an item that has been donated and it has not been assembled yet. If they want to risk it and take it as it is then they can do so (so long as nobody else has reserved it), but please make sure the customer realises that we will not issue a refund for the piece/s of furniture that they wish to buy, if there are pieces missing or if the item is damaged in any way.
However if they wish to buy the item/s of furniture after they have been assembled then put a white sticker with a reference number on the item/s of furniture in a prominent position then write the reference number onto the unassembled items list with the customer’s name, address and telephone number next to the reference number. When the item of furniture has been assembled then we telephone the customer and let them know it has been assembled and ask them if they are still interested in that item. If they do then ask them when they can come in and view it.
All deliveries to areas on our list are free but if a customer would like an item of furniture that is not on the list then they should be made aware that they may have to pay a delivery charge. The charge is £30 for deliveries within a 15 miles radius and £40 for deliveries that are further then that. If a customer has a referral card then the charge will be half that. Areas outside Leicestershire may not be eligible for delivery although we will go to some places in south Nottinghamshire.
Delivery charges are entered into the till as a donation but write on the income sheet delivery charges.
Then organise a date of delivery, look at the delivery area list, make sure that the day of delivery is not booked, look at the status of the delivery calendar showing the current month. This will have a red cross or full written on it if that day is fully booked. When the day and date of the delivery is confirmed by customer write the day and date of the delivery on the invoice form and get the customer to sign it. Make sure that the address is correct and that the customer is aware that if the item of furniture needs taking upstairs then the customer needs to organise someone to help him as we do not take items of furniture upstairs. Tell them the delivery will be between 10.00 am and 2.30pm and that we cannot be more precise then this, until the day of delivery. If they would like to phone us on the morning of delivery before 10.00am and we would be able to more precise. Make sure that the customer is aware of the admin charges if they are not in to receive their item/s of furniture on the day of delivery. Hand the customer the pink copy of the invoice as proof of payment and a reminder of the day and date delivery. The order form is then put into the tray with corresponding day of delivery on to wait processing. (Make sure the transaction is entered onto the daily income sheet, if the customer has paid by card then put card next to the transaction).

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

If the customer is going to take the item of furniture with them rather than have it delivered, make a note of the estimated date of collection next to “TBC” on the order form. If there is no estimated date then you can just put a tick next to it. Then put the order form into the tray marked “Collecting” to the left of the front window. Customers can take the bottom copy of the order form away with them, but do not get them to sign the top copy until they come back to collect the furniture.
When the customer actually takes the item of furniture away with them, write the date that they collect it next to “collected” on the order form and get them to sign it. Then put the form in the “Collected” tray by the deliveries computer to be put onto the database.
When you answer the telephone and are offered a piece or pieces of furniture, first of all ask them where they live as we only collect from areas on the area list however we may make an exception if the item is something that is really needed for an example an electric cooker, then ask a member of staff if it is possible to make an exception.

Codes of practice

Always be polite and courteous to members of staff, fellow volunteers and customers
Always be aware of the need for confidentiality in your work and involving

the data protection act 1998.

For instance data must be held for one or more specified purposes, and not processed for any other reasons.

Any data collected should be adequate, relevant to the job at hand and not excessive.

Why it is important to continuously improve your work.

If you would like to move forward and be promoted or move sideways to get a better job or one you feel much happier doing. You need to look at it from a different viewpoint i.e. from the perspective of an employer.
We all have strengths and weaknesses the important thing is to be aware of them and to improve our weakness and build upon our strengths.
So you are better able to improve your career, and to take advantage of any unexpected opportunities that might arise.

Why it is important to encourage and accept feedback from others.

Because everyone likes to know that they are appreciated and told that they are doing a good job, especially if they have been working hard, otherwise you could think why I should be working this hard if my work and effort is not appreciated and just gives up.
Constructive feedback can give you a good idea of your performance and your strengths and weaknesses from an independent point of view.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

How learning and development can help you to improve your work and

further your career.

A learning and development plan helps you improve your work because then it is written down and you have a clear idea of where you are where you want to be in a few years time.
If you then set yourself target and review it and update on a regular basis, you can then see what targets you have achieved and those you have not.
This will help you improve you’re your current performance at your present place of work and gain extra skills which will help you move forward in your career.

The main career progression routes open to you.

Administration assistant
Clerical assistant
IT support assistant

Learning and development opportunities that are available to you.

NVQ Business and administration via the SOFA project and Loughborough College.
ECDL Advanced (level 3) in Microsoft Office, I.e. Word Processing, Databases, Spreadsheets & Presentation at Burleigh College.
CISCO IT Hardware and Operating systems Level 1 at Loughborough College.

Why the way you behave in the workplace is important.

You are paid to work with a group of people, most of whom you will probably not know very well. Some of whom you will like and some of whom you may not. But regardless of this you have to work with them and this sometimes means altering your behaviour to accommodate other members of staff.
People will visit where you work, clients, customers, business contacts, etc. They will judge the company by how the staff behaves.
You will be sending out signals to your employer about your competence (or lack of it), this produces an image of you which if negative will be very hard to change, no matter how long you work for a company. This can possibly affect your promotion chances and can possibly affect how your reference is phrased if you want to change your job.
You may not work as well as you are able to if you do not get on with your fellow members of staff.
If you actively dislike the people that you are working with then you are not very likely to enjoy going to work that much.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

Why it is important to be ready to set high standards for your work

and how to set these standards

If you set yourself high standards in doing your work then all your work will be useable and if it is wrong then it will because the instructions that you were given have been changed and not because you made a mistake in the job you were given.
For instance attention to detail is a good standard to develop and being a bit of a perfectionist is also helpful, in that you do not like to be beaten by anything so it gives you the that extra bit of motivation and energy. If you have a difficult job to do and you are under pressure to get the job done within a certain time frame.
If your employer sees that you are committed to your work and getting it done right first time, you will be trusted to do more difficult and responsible jobs which need accuracy and attention to detail.
Also your work output is going to be more efficient as you will get into the habit of making a good job of everything first time, and not having to do anything twice.

Why it is important to be ready to take on new challenges and adapt

to change.

There are various different personality types in the workplace, some love new ideas and challenges and get bored if things remain the same and some people do not like change and would like things to remain the same.
It is a good idea to look at changes as an opportunity instead of as a threat.
If there is new technology or a new way of working being introduced into the workplace and you are being asked to use the technology or change the way you used to work.
Think about what you are being asked to do, tell your employer that you are willing to change, but that you would like to know more about what you are being asked to do, and or that you would like more training and support.
If the job changes then obviously you the employee need to adapt and to change with it.

Why it is important to treat others with honesty, respect and

consideration.

Honesty

You need to be able to trust fellow members of staff and they need to be able to trust you. You would never think of stealing from a fellow member of staff, but you do need to be honest if you do something wrong that affects them then you need to tell them. Because then you will retain there respect which is very important.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

Respect

This means accepting that we all have our strengths and our weakness. It also means accepting that everyone is different and has different opinions and ways of living. Nobody likes to feel that you are looking down on them or disparaging them, also this behaviour makes people feel miserable and troubled. It is the person whom is causing this problem that does not deserve any respect.

Consideration

We all want our feelings to be acknowledged and taken into consideration. So that we feel like individuals. Nobody likes being talked down to as if they are stupid, ignorant or simply ignored as if they do not exist. Just remember that everybody has an opinion too. So that you should treat other people how you would like to be treated too.

The types of behaviour that show you are honest, respectful and

considerate and the types of behaviour that show you are not.

Types of behaviour that are positive

Look people in the eye when you are talking to them.
Be polite to people i.e. say please when asking for something, and thanking people who help you or pass you something.
Listen to people when they are talking to you

Ask people for their ideas and opinions
Respect fellow team members need for privacy
If you make a mistake or break something admit that you are in the wrong or

that you have broken something and apologise.

People whom have done a good job should be praised.
Think about the effect on fellow team members and customers of what you say

and how you behave.

Types of behaviour that are negative

Looking at someone else or somewhere else (for example the floor or the wall)

when talking to someone.

Trying to change the subject if things get a bit difficult.
Help yourself to other people’s personal belongings
Take peoples help and backing for granted.
Interrupt people when they are speaking
Make unkind comments or jokes about fellow team members or try to leave

them out.

Telling story’s, spreading rumours or hypothesising about people’s private

lives.

KNOWLEDGE QUESTIONS AND ANSWERS

NVQ BUSINESS AND ADMINISTRATION

LEVEL 2: MODULE 201

How to help and support others and why this is important.

You can help others in various ways, for instance just by simply listening to them. It does not necessarily matter whether or not you can provide any practical help. People sometimes just want to let off steam on occasions when something has got them really wound up.
Or at others times practical help could be required, for instance it could be that you could have lots of work to do but other team members have not and are just talking or not doing anything work related, you would expect them to help you. Just as they would expect you to help them if the positions were reversed.

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