Hotel Academy Past Paper PDF - Unit 11235 - June 2023

UNIT 11235: MAINTAIN EFFECTIVE WORKING SCHOOL RELATIONSHIPS WITH OTHER MEMBERS OF STAFF Version 1 / JUNE 2023 Page | 1 WHAT ARE YOU GOING TO LEARN DURING THIS COURSE?.......................................................................... 4 01: THE IMPORTANCE OF MAINTAINING...

UNIT 11235: MAINTAIN EFFECTIVE WORKING SCHOOL RELATIONSHIPS WITH OTHER MEMBERS OF STAFF Version 1 / JUNE 2023 Page | 1 WHAT ARE YOU GOING TO LEARN DURING THIS COURSE?.......................................................................... 4 01: THE IMPORTANCE OF MAINTAINING RELATIONSHIPS AT WORK............................................................ 5 A: BUILDING RELATIONSHIPS AT WORK........................................................................................................ 6 Introduction...................................................................................................................................................... 6 Relationship Building....................................................................................................................................... 6 B: MAINTAINING RELATIONSHIPS AT WORK................................................................................................ 10 Balancing Work and Life................................................................................................................................ 10 Creating Workplace relationships.................................................................................................................. 11 Conflict resolution strategies.......................................................................................................................... 13 C: COMMUNICATION AND WORKLOAD......................................................................................................... 15 The effect of communication and workload.................................................................................................... 15 D: ASSESSMENTS, TERMS AND REFERENCES........................................................................................... 18 Formative Assessment Questions................................................................................................................. 18 Common terms used in this section............................................................................................................... 18 References.................................................................................................................................................... 19 Figure 1. Positive workplace relationships are essential to productivity................................................................... 7 Figure 2. The 5 Building Blocks of Relationships.................................................................................................... 8 Figure 3. Work-Life Balance................................................................................................................................. 10 Figure 4. The Manager's Guide to Balancing their Team's Workload.................................................................... 15 Table 1. Tips to Manage your Workload............................................................................................................... 16 Version 1 / JUNE 2023 Page | 2 Table 2. Common terms used in this Unit............................................................................................................. 19 Version 1 / JUNE 2023 Page | 3 WHAT ARE YOU GOING TO LEARN DURING THIS COURSE? NOTIONAL UNIT ID UNIT TITLE LEVEL CREDITS HOURS 11235 Maintain effective working relationships with other 3 3 30 members of staff Each learner must contribute towards the smooth running of the department and be able to work effectively with fellow workers. The learner must also understand the importance of treating internal customers with respect and that confidentiality is a professional conduct issue. At the end of this module, you will: State company procedures for resolving conflict within the department/organisation. Explain the importance of having an effective communication system within the department/organisation. Define own area of responsibility and work priorities. Explain reporting levels and lines of authority within the department. Describe the interrelationship between good working relationships and productivity. Treat other staff members (including colleagues in own department, colleagues from other departments) in a polite and helpful manner and explain why this is important. Given a range of difficulties that affect one's ability to meet own responsibilities, seek help from the appropriate person and take corrective action. Given a range of conflict situations, decide which procedures to follow and give reasons for this decision. Demonstrate the communication system (verbal and written) between departments and explain why it is important to ensure it is maintained. Given a specific workload, prioritise work and give reasons why this order is selected. Given an entirely different field (e.g., banking, retail, or tourism), describe how performance would be adapted.) Develop a strategy for improving communication within the department and with other departments Version 1 / JUNE 2023 Page | 4 01: THE IMPORTANCE OF MAINTAINING RELATIONSHIPS 01 AT WORK All learners should understand the importance of maintaining effective and respectful relationships with others in their workplace. They must understand how conflict can arise, and how to effectively manage this conflict. A Building Relationships at Work B Maintaining Relationships at Work C Communication and Workload D Assessments, Terms and References Version 1 / JUNE 2023 Page | 5 A: BUILDING RELATIONSHIPS A: BUILDING AT WORKAT WORK RELATIONSHIPS Information Building strong relationships is about creating connections between people. Working together in a team can be both challenging and rewarding. With remote work, that connection Often, we find that when we are required to work together with other becomes even more important. people towards a set goal, clashes may occur that could adversely Working on the computer all day, it’s affect the ability of the team to reach the required outcomes. easy to forget that behind the screen is In any organisation, people with different beliefs, attitudes, another person, not just a string of experience, and circumstances are placed together in a sometimes- emails and Slack messages. small environment and given tasks and duties to perform in benefit of the company or organisation. This of course is only possible if we actively pursue a work environment that is conducive to working together. Open communication is one of the easiest ways to build strong relationships in the workplace. Open communication ensures that everyone has a chance to share their opinions, ideas, complaints, questions, and feedback. The key is to make frequent and robust communication simply a part of the way you do business. For managers and leaders, share relevant company updates with employees and provide them with frequent feedback. This ensures they have all the information they need to do their jobs at all times and aren’t kept in the dark. Feedback helps foster a positive leader-employee relationship by showing that the leader is invested in each employee’s growth and development. For teams, communication can be the make-or-break factor in relationship building. Without open communication, things fall through the cracks, people work in silos, and it can feel like everyone is just working for themselves instead of working as a cohesive unit. Leaders need to establish communication norms, select the right channels (such as Slack, email, or Zoom) and teach teams how to use them effectively. “Alone we can do so little; together we can do so much.” - Helen Keller. No relationship is complete from the start. Although there might be an initial ‘click’ when you meet another person, the development of a professional relationship requires a lot of work, initially, to form the bonds and then even more work later to keep the relationship going. Since every aspect of our lives is governed by relationships, we need to understand how to maximise these connections to create the most beneficial situation for all parties. A good solid foundation is required to create the initial bonds. Often, we base this foundation on first impressions and the ability to see ourselves having a connection with this person. The ability to see yourself and your workmates achieving goals together goes a long way towards building and strengthening bonds. Sometimes we may find that we do not feel that we can connect in any way with a fellow employee that we just met. In a situation like this we must remind ourselves that we cannot judge and exclude a person thanks to this first Version 1 / JUNE 2023 Page | 6 impression we have formed, but that we must do our utmost to ensure that we create those essential professional bonds that are needed to move forward in the relationship. Figure 1. Positive workplace relationships are essential to productivity Building effective work relationships is crucial for a productive and harmonious work environment. Here are some key strategies to help you build and maintain strong work relationships: 1. Communication: Open and honest communication is the foundation of any successful relationship. Clearly express your thoughts, listen actively to others, and provide constructive feedback. Regularly communicate with your colleagues, supervisors, and team members to foster understanding and collaboration. 2. Respect and Empathy: Treat your colleagues with respect, professionalism, and empathy. Recognize and value their contributions, opinions, and diversity. Empathy allows you to understand their perspectives and build trust. 3. Trust and Integrity: Build trust by being reliable, keeping your commitments, and demonstrating integrity in your actions. Trust is earned over time through consistent behavior and transparency. 4. Collaboration and Teamwork: Actively participate in team projects, contribute ideas, and support your colleagues. Foster a collaborative environment by encouraging cooperation, sharing credit for successes, and helping others when needed. 5. Conflict Resolution: Conflicts are inevitable, but how you handle them can significantly impact work relationships. Address conflicts directly and professionally, focusing on finding solutions rather than blaming individuals. Active listening, compromise, and seeking common ground are essential skills in resolving conflicts. Version 1 / JUNE 2023 Page | 7  6. Networking: Build a professional network by attending industry events, participating in professional organizations, and engaging in online communities. Networking allows you to connect with colleagues, learn from their experiences, and create opportunities for collaboration. 7. Appreciation and Recognition: Acknowledge the efforts and achievements of your colleagues. Show appreciation for their work through verbal recognition, written notes, or small gestures of gratitude. Celebrate milestones and successes as a team. 8. Flexibility and Adaptability: Be open to change, flexible in your approach, and willing to adapt to new circumstances. Embrace diversity and different work styles, recognizing that everyone brings unique strengths to the table. 9. Work-Life Balance: Support a healthy work-life balance for yourself and your colleagues. Respect boundaries and encourage a positive work environment that promotes well-being. 10. Continuous Learning: Foster a culture of learning by seeking opportunities to expand your knowledge and skills. Share what you learn with your colleagues and encourage them to do the same. Continuous learning enhances personal growth and creates a collaborative atmosphere. Remember, building effective work relationships takes time and effort from all parties involved. By prioritizing communication, respect, trust, collaboration, and personal growth, you can cultivate strong work relationships that contribute to your professional success and overall workplace satisfaction. Treating fellow staff with respect involves practicing courtesy and politeness, using respectful language, and paying attention to your tone and body language. Actively listen to your colleagues, demonstrate fairness and equality, and avoid favoritism or discrimination. Maintain professionalism by being punctual, prepared, and respectful of confidentiality. Figure 2. The 5 Building Blocks of Relationships Embrace diversity, remain open-minded to different perspectives, and show empathy and compassion. Provide constructive feedback, engage in effective conflict resolution, and express appreciation for the contributions of your colleagues. Respect personal boundaries, avoid prying into personal matters, and focus on maintaining a professional relationship while fostering camaraderie. By following these guidelines, you can contribute to a positive and inclusive work environment where respect is valued and practiced by all. Furthermore, it is important to cultivate an environment of mutual trust and support. Trust is the foundation of any healthy work relationship. Be reliable and keep your commitments to build trust with your colleagues. Communicate openly and honestly, being transparent about your intentions and actions. Avoid engaging in gossip or spreading rumours, as this undermines trust and damages relationships. Instead, foster a culture of trust by promoting collaboration, sharing information, and working towards common goals. Version 1 / JUNE 2023 Page | 8 Additionally, showing respect for the expertise and ideas of your colleagues is crucial. Recognize and value the unique skills and perspectives that each team member brings to the table. Encourage participation and create opportunities for everyone to contribute their insights. Give credit where it is due and publicly acknowledge the achievements and successes of your colleagues. By creating an environment that appreciates and respects diverse talents, you foster a sense of belonging and motivation among the team members. When colleagues feel respected and valued, they are more likely to be engaged and committed to their work, leading to increased productivity and overall job satisfaction. Version 1 / JUNE 2023 Page | 9 B:B: MAINTAINING RELATIONSHIPS MAINTAINING AT WORK RELATIONSHIPS AT WORK Definition Work-life balance means finding a good balance between your work and It's important to recognise that the relationship between social, home, personal life. It's about managing your and work life is complex and interconnected. Striving for balance, time and energy effectively so that you setting boundaries, and seeking support when needed can help can meet your work responsibilities create a work environment that is conducive to personal and while also taking care of your personal professional growth. Employers can also play a role by promoting needs, spending time with loved ones, work-life balance initiatives, providing resources for employee well- and pursuing hobbies or interests. It's being, and fostering a supportive and understanding work culture that about setting boundaries, prioritizing acknowledges the influence of social and home life on employees' self-care, and creating a healthy blend overall experiences. We have to always remember that the balancing of work and personal life to feel happy, act between personal and professional lives is something we all deal productive, and fulfilled. with, and a little understanding goes a long way. Let us look at some elements of this balancing act that we may face in our general workplace: Work-Life Work-Life Integration Balance Work-related Emotional Stress Wellbeing Interpersonal Relationships Figure 3. Work-Life Balance Version 1 / JUNE 2023 Page | 10  1. Work-Life Balance: Achieving a healthy work-life balance is crucial for overall well-being and job satisfaction. If your social or home life is imbalanced, with excessive demands or stress, it can spill over into your work environment. Long working hours, lack of time for personal relationships or self-care, or constant preoccupation with personal issues can lead to decreased productivity, burnout, and strained work relationships. Conversely, having a fulfilling personal life, supportive relationships, and sufficient time for relaxation and rejuvenation can positively impact your work environment by enhancing your overall happiness, energy, and focus. 2. Emotional Well-being: Social and home life greatly influence your emotional well-being, which directly affects your interactions with colleagues and performance at work. Stressful or challenging personal situations, such as relationship difficulties, financial troubles, or health issues, can lead to increased emotional strain. This, in turn, can result in mood swings, reduced patience, difficulty concentrating, or decreased motivation in the workplace. On the other hand, a stable and positive social and home life can provide emotional support, resilience, and a sense of fulfilment, enabling you to bring a more positive and engaged attitude to your work environment. 3. Interpersonal Relationships: The quality of your social and home life can impact your interpersonal relationships with colleagues. If you are experiencing conflicts or tension in personal relationships, it can affect your ability to communicate effectively, collaborate, and build rapport with coworkers. Stressful situations at home or social isolation can make it challenging to form and maintain healthy connections with colleagues, leading to a lack of trust, teamwork, and synergy within the workplace. Conversely, strong and supportive relationships in your social and home life can contribute to better interpersonal skills, effective communication, and positive interactions with colleagues, fostering a more harmonious and collaborative work environment. 4. Work-Related Stress: Social and home life factors can influence your overall stress levels, which can have a direct impact on your work environment. If you are facing significant stressors outside of work, such as family conflicts, personal crises, or financial burdens, it can lead to increased anxiety and overwhelm. This can spill over into your work environment, affecting your ability to concentrate, make sound decisions, and manage work-related pressures effectively. Conversely, a balanced and supportive social and home life can act as a buffer against work-related stress, allowing you to approach work with a clearer and calmer mindset. 5. Work-Life Integration: Achieving a healthy integration between your social, home, and work life is essential for overall well-being and satisfaction. When these aspects of life are in harmony, they can support and complement each other. For example, having a strong social support system can provide emotional resilience and support during challenging work periods. Conversely, a fulfilling work life can contribute to a sense of purpose and accomplishment, positively impacting your personal relationships and overall satisfaction in your social and home life. Let us look at some steps you can take to build more effective workplace relationships. Create an inviting atmosphere by being open, approachable, and friendly towards your colleagues. Smile, greet others warmly, and initiate conversations in a welcoming manner. Version 1 / JUNE 2023 Page | 11 Establish a culture of open communication by actively listening to your colleagues, being receptive to their ideas and opinions, and encouraging dialogue. Share your thoughts and perspectives, and be open to feedback. Discover shared interests or hobbies with your colleagues. This can help create a bond and provide conversation topics beyond work-related matters. Participate in team-building activities or social events to further connect with your coworkers. Acknowledge the efforts and accomplishments of your colleagues. Express appreciation for their contributions, whether through a simple thank you, a compliment, or public recognition. Celebrate milestones and successes together as a team. Foster a collaborative environment by actively participating in team projects, sharing knowledge and resources, and offering support to your colleagues when needed. Be a reliable and helpful team member. Value and respect the diversity of your colleagues. Embrace different perspectives, backgrounds, and experiences. Create an inclusive environment by treating everyone with fairness, respect, and equality. Consistently demonstrate trustworthiness and integrity in your actions. Keep your commitments, maintain confidentiality when required, and be reliable. Trust takes time to build, so be patient and consistent in your behaviour. Conflicts are normal in any relationship. When disagreements arise, address them directly and professionally. Listen to others' perspectives, express your own thoughts calmly, and work towards finding common ground or a resolution. Engage in professional networking activities both within and outside your organisation. Attend industry events, join relevant groups or associations, and connect with colleagues in your field. Networking can help expand your professional circle and create opportunities for collaboration. Respect personal boundaries and encourage a healthy work-life balance for yourself and your colleagues. Recognize that individuals have responsibilities and commitments outside of work. Support flexible work arrangements when possible and promote well-being within the workplace. Version 1 / JUNE 2023 Page | 12 Remember, building workplace relationships takes time and effort from all parties involved. By following these steps, you can lay the foundation for positive, collaborative, and supportive relationships with your colleagues, contributing to a more enjoyable and productive work environment. Conflict resolution is an ongoing process, and management's role is to create a supportive and constructive environment where conflicts are addressed and resolved promptly. By taking these steps, management can help mitigate the negative impact of conflicts and promote a more harmonious and productive work environment. When conflict occurs among staff members, taking proactive steps to address and resolve the issue can help maintain a positive work environment. Here are some best steps that staff can take when faced with a conflict: Address the conflict directly: Instead of ignoring or avoiding the conflict, take the initiative to address it. Approach the person or people involved in a calm and respectful manner to express your concerns and willingness to find a resolution. Maintain open communication: Engage in open and honest communication with the other party or parties involved in the conflict. Clearly express your perspective and actively listen to their point of view. Be attentive and avoid interrupting, allowing each person to share their thoughts and feelings. Seek understanding: Strive to understand the underlying causes and motivations behind the conflict. Ask clarifying questions and try to empathize with the other person's perspective. This can help create a foundation of mutual understanding and respect. Focus on the problem, not personal attacks: Keep the focus on the specific issue at hand and avoid personal attacks or making the conflict personal. Stick to discussing the facts and behaviors that contribute to the conflict rather than attacking the individual. Explore solutions together: Collaborate with the other party to brainstorm possible solutions. Look for common ground and areas of agreement. Be open to compromise and find win-win solutions that address the needs and concerns of both parties involved. Practice active listening and effective communication: Pay attention to both verbal and non-verbal cues during the conversation. Reflect back on what the other person has said to ensure understanding. Use "I" statements to express your feelings and thoughts without blaming or accusing others. Remain calm and respectful: Keep your emotions in check during the conflict resolution process. Maintain a calm and composed demeanour, even if the other person becomes defensive or confrontational. Treat others with respect, even if you disagree with their viewpoint. Seek guidance if necessary: If you're unable to resolve the conflict independently, consider reaching out to a trusted supervisor, manager, or HR representative for guidance and mediation. They can provide impartial support and help facilitate the resolution process. Learn from the experience: Reflect on the conflict as an opportunity for growth and learning. Consider what could have been done differently to prevent or handle the conflict more effectively in the future. Focus on personal development and improving your communication and conflict resolution skills. Version 1 / JUNE 2023 Page | 13  Maintain professionalism and focus on work: While resolving the conflict, remain professional and continue to fulfil your work responsibilities to the best of your ability. Avoid allowing the conflict to negatively impact your overall performance or relationships with other colleagues. By following these steps, staff members can contribute to a constructive and respectful conflict resolution process, leading to improved working relationships and a more harmonious work environment. Version 1 / JUNE 2023 Page | 14 C: COMMUNICATION AND WORKLOAD C: COMMUNICATION AND WORKLOAD Workplace relationships can be significantly impacted by both communication and workload. Let's explore how each of these factors can affect relationships in the workplace: Effective communication is essential for building and maintaining positive workplace relationships. When communication is poor or lacking, it can lead to misunderstandings, conflicts, and strained relationships. Here's how communication can affect workplace relationships: Clarity and Understanding: Clear communication help ensure that messages are accurately conveyed, avoiding misinterpretations that can lead to frustration or tension between colleagues. When communication is open, transparent, and effective, it fosters understanding and prevents unnecessary conflicts. Trust and Collaboration: Good communication builds trust among colleagues. When individuals feel that their thoughts and ideas are valued and actively listened to, it enhances collaboration and encourages a sense of mutual respect. Conversely, a lack of communication or poor communication can erode trust and hinder collaboration, leading to strained relationships. Conflict Resolution: Effective communication is vital in resolving conflicts. Open and honest dialogue, active listening, and expressing concerns respectfully can lead to productive discussions and help find mutually agreeable solutions. Poor communication, on the other hand, can exacerbate conflicts and make resolution more challenging, damaging relationships in the process. The workload each individual carries can also significantly impact workplace relationships. Here's how workload can influence relationships: Stress and Pressure: An excessive or unbalanced workload can lead to stress and pressure on individuals. When employees are overwhelmed with work, it can negatively affect their mood, patience, and ability to interact positively with colleagues. This, in turn, can strain relationships and lead to potential conflicts. Collaboration and Support: A well-balanced workload allows employees to actively contribute to team projects and provide support to their colleagues. Figure 4. The Manager's Guide to Balancing their Team's Workload When workload distribution is unequal or one person Version 1 / JUNE 2023 Page | 15  feels burdened, it can create resentment and strain relationships. Conversely, when workload is distributed fairly, it promotes collaboration, cooperation, and a sense of teamwork. Communication Breakdown: A heavy workload can sometimes lead to communication breakdowns. When individuals are overwhelmed with tasks, they may prioritize their work at the expense of effective communication with colleagues. This can result in missed deadlines, misunderstandings, and frustrations, ultimately affecting relationships within the workplace. It is important for organisations to foster a culture of effective communication and ensure a balanced workload distribution. This can be achieved by promoting clear communication channels, encouraging open dialogue, providing support and resources for managing workload, and regularly assessing and adjusting workload distribution to prevent undue stress and strain on individuals. Additionally, fostering a supportive work environment that values collaboration, teamwork, and effective communication can help mitigate the negative impact of both communication and workload on workplace relationships. In any organisation, communication is key to the success of the organisation. Communication is used to give and receive instruction, delegate duties and responsibilities, build professional relationships with other members of staff and inform superiors of progress and difficulties. For all the cogs in the machine to work together, all departments must ensure that they communicate effectively with every other department. Managing your workload effectively is crucial for maintaining positive working relationships. Here are some tips to help you manage your workload and foster good working relationships: Table 1. Tips to Manage your Workload TIP INFORMATION 1. Prioritise and organise Start by identifying and prioritising your tasks based on importance and deadlines. Break down larger projects into smaller, manageable tasks. Use task management tools or techniques such as to-do lists or project management software to stay organised and track progress. 2. Communicate openly Maintain clear and open communication with your colleagues and supervisor. Keep them informed about your workload, progress, and any potential challenges or delays. Be proactive in seeking support or assistance when needed, rather than trying to handle everything on your own. 3. Set realistic Avoid overcommitting or taking on more work than you can handle effectively. expectations Be realistic about your capabilities and available time. If necessary, negotiate deadlines or delegate tasks to ensure a balanced workload. Clear expectations help prevent unnecessary stress and potential conflicts. 4. Delegate and Recognise when tasks can be delegated or shared with others. Identify collaborate colleagues with relevant skills or expertise who can assist you. Delegating not only helps lighten your workload but also fosters teamwork and strengthens Version 1 / JUNE 2023 Page | 16  TIP INFORMATION working relationships. Be willing to reciprocate and support others when they need assistance. 5. Time management Efficiently manage your time by setting aside dedicated blocks for specific tasks and avoiding distractions. Prioritize focused work during your most productive periods. Break larger tasks into smaller, manageable chunks and allocate time for each part. Effective time management allows you to meet deadlines and reduces the likelihood of last-minute rushes that can strain relationships. 6. Practice self-care Take care of your physical and mental well-being to maintain optimal productivity. Prioritise breaks, exercise, and sufficient sleep. Set boundaries to ensure a healthy work-life balance. When you take care of yourself, you're better equipped to handle your workload effectively and maintain positive relationships with colleagues. 7. Seek feedback and Regularly assess your work processes and seek feedback from colleagues or continuous supervisors on how you can improve your efficiency or effectiveness. improvement Embrace opportunities for learning and professional development that can enhance your skills and contribute to better workload management. 8. Celebrate Recognise your accomplishments and celebrate milestones along the way. achievements and Share your successes with colleagues and express gratitude for their support successes or contributions. Celebrating achievements together fosters a positive work environment and strengthens working relationships. Effective workload management is a continuous process. Regularly reassess your workload, adjust priorities when needed, and seek support when necessary. By managing your workload effectively, you not only contribute to a positive work environment but also create opportunities for collaboration, cooperation, and stronger working relationships with your colleagues. Version 1 / JUNE 2023 Page | 17 D: ASSESSMENTS, D: ASSESSMENTS, TERMS TERMSAND REFERENCES AND REFERENCES Your Formative Assessment Guide is a downloadable document. Please download this document and print it out. This guide must be placed in your Portfolio of Evidence (PoE). You will have to complete the questions in either black or blue ink. Do not use tipex or other correcting fluids in your PoE. 1. Why do you think it is so important to form strong professional relationships with fellow members of staff?(3) 2. When forming professional relationships, it is easy to cross the barrier between professionalism and personal relationships. In your opinion, why would we want to avoid doing this? (2) 3. Name 5 things that could potentially cause conflict at work. (5) 4. Explain your organisation’s procedures for handling conflict and give a reason why you think it is important to have these procedures. (3) 5. Why is it important to treat other staff members (including colleagues in your own department and colleagues from other departments) in a polite and helpful manner? (3) 6. If you are unable to perform your duties for any reason, who would you refer the responsibility to? (1) 7. Using a set of duties that you perform regularly, prioritise the work and give reasons why this order is selected. (4) 8. If you were working in the banking sector, how do you think you would prioritise your work differently? (2) 9. In your department, identify the good communication practices that you follow as well as the areas where you need to improve. (2) TOTAL 1. Atmosphere In this regard; the general feeling of the employees at work. Determined by the employees attributed towards the working environment. 2. Belief An acceptance that something exists or is true, especially one without proof. 3. Clarification To clarify or to make something clear to someone. To state your point so that anyone can understand. 4. Colleagues Co-workers, fellow employees. 5. Communication The imparting or exchanging of information by speaking, writing, or using some other medium. 6. Conflict A serious disagreement or argument, typically a protracted one. 7. Mediate Intervene in a dispute in order to bring about an agreement or reconciliation. Version 1 / JUNE 2023 Page | 18 8. Organisation A company/ institute/ business. 9. Professionalism The competence or skill expected of a professional. 10. Protracted Lasting for a long time or longer than expected or usual. 11. Responsibility The state or fact of having a duty to deal with something or of having control over someone. 12. Transparency The condition of being transparent. Not hiding anything. 13. Workload The amount of work to be done by someone or something. Table 2. Common terms used in this Unit 1. Prezi.com. 2015. Conflict and Negotiation in the Workplace. [Online]. [Accessed 12 June 2023]. Available from web address https://prezi.com/hw17hv022yz3/conflict-and-negotiation-in-the-workplace/ 2. Linked in Slide share. 2014. Kathleen Sanchez_ Workplace Conflict. [Online]. [Accessed 12 June 2023]. Available from web address https://www.slideshare.net/KathleenMcInnis/kathleen-sanchez-workplace- conflict-20141-48364249 3. Techunzipped. 2017. The Relationship Conundrum In A Broken System. [Online]. [Accessed on 12 June 2023]. Available from web address http://techunzipped.com/2017/07/relationship-conundrum-broken- system/ 4. Team bonding.com. 2015. Team building activities that boost communication in the workplace. [Online]. [Accessed 12 June 2023]. Available from web address https://www.teambonding.com/team-building- activities-communication-workplace/ 5. Small talk big results. 2014. How to Create a Contagious Culture of Respect. [Online]. [Accessed 12 June 2023]. Available from web address https://smalltalkbigresults.wordpress.com/category/conversation/ Version 1 / JUNE 2023 Page | 19