HSC Business Services Notes PDF

HSC Bussiness Services Notes BSBXCM301: Engage in workplace communication Chapter 6 - Workplace communication 1 - Organisational requirements for workplace communication: 1.1 - access and equity: Clear communication Consider barriers to accessing information Provide opportunities for...

HSC Bussiness Services Notes BSBXCM301: Engage in workplace communication Chapter 6 - Workplace communication 1 - Organisational requirements for workplace communication: 1.1 - access and equity: Clear communication Consider barriers to accessing information Provide opportunities for feedback 1.2 - copyright: ➔ Has the right to copy and distrubute it ➔ Gives ownership of the info he/she has written 1.3 - industry in the workplace policy and standards Businesses typically have policies outlining standards for internal and external communication, including: ➔ Communication methods ➔ Digital communicationy ➔ Social media usage ➔ Standards for emails ➔ Inappropriate use of sharing information 1.4 - templates and style guides ➔ Templates used to create letters and forms ➔ Allows communication to be consistent such as emails and blogs ➔ Style guide are rules to follow when writting and designing communication which includes: ★ Logo design ★ Fonts and colours ★ Punctuation  ★ Style and tone 1.5 - privacy and confidentiality ➔ Privacy protects personal information such as name and address ➔ Confidentiality relates to the non - disclosure of information about business such as trade secrets 2 - Communication in the workplace with colleagues and clients: Is the process of exchanging information and ideas both verbally and non - verbally Good communication allows business to be productive and operate efficiently Effective communication minimises misunderstandings which results in better working relationships Basic elements of communication include: 2.1 - communication process/cycle 1. Sender: The person sending the message 2. Messenger: The information the sender wants to convey 3. Encoding: How the message is written (considering language barriers and cultural differences) 4. Channel: The means by which the message is sent (e.g verbal, written, electronic) 5. Receiver: The person who is receiving the message 6. Decoding: How the message is interpreted and understood by the receiver 7. Response: Acknowledgement of or reaction to the message 8. Feedback: Good or bad comments given to the sender by the receiver 2.2 - effective verbal, nonverbal and written communication ➔ Uses words and sounds for information expression and rapport building ➔ Common forms include meetings, brainstorming, training, and addressing concerns ➔ Includes presentations and lectures explaining strategies, policies, procedures, and new products ➔ Influences employee performance, attitude, and emotions  ➔ Includes written communication, electronic communication, and visual communication ➔ Handles conflicts diplomatically and respects cultural differences. 2.3 - effective questioning and listening techniques ➔ Clarifying points ➔ Testing knowledge ➔ Obtaining information ➔ Building rapport and empathy ➔ Encouraging further thought ➔ Involving everyone in group ➔ Maintaining control over conversation 2.3.1 - open, closed and probing questions ➔ Closed questions: Require one-word answers like "yes" or "no.” ➔ Open questions: Encourage comprehensive understanding starting with "what" "why" and "how." ➔ Reflective questions: Use critical thinking skills ➔ Reflective questions demonstrate attentiveness and understanding 2.3.2 - active listening and paraphasing ➔ Probing: Gains additional information ➔ Reflective: Checks understanding level ➔ Recall: Requires something to be remembered ➔ Process: Requires deeper thought or analysis ➔ Rhetorical: Humorous, doesn't require answer ➔ Hypothetical: Suggests different approach ➔ Deflective: Defuses aggressive situations ➔ Funnelling: Technique funneling respondent's answers Ineffective Listening Signs: ➔ Yawning  ➔ Lack of eye contact ➔ Inappropriate posture 2.4 - methods and tools used to communicate effectively, including those to collaborate with others remotely 2.4.1 - landline or mobile phone ➔ Popular for remote collaboration: landlines, mobile phones ➔ Popular among younger workers: mobile phones ➔ High-speed phone and internet connection in portable devices ➔ Smartphones offer calendar, conference line, chat room, video call, email reader, search engine, networking tool 2.4.2 - video conference ➔ Popular for remote collaboration: landlines, mobile phones ➔ Popular among younger workers: mobile phones ➔ High-speed phone and internet connection in portable devices ➔ Smartphones offer calendar, conference line, chat room, video call, email reader, search engine, networking tool 2.4.3 - other digital tools or software ➔ Popular for remote work using platforms like Zoom, Skype, and Google Hangouts ➔ Employers need to establish video conferencing policies and procedures ➔ Video conferencing etiquette includes punctuality, lighting, dressing, and background maintenance ➔ Microsoft 365: Promotes collaboration through cloud document sharing, email, calendar connectivity, Office apps ➔ Google Workspace: Offers custom email, calendar, business tools ➔ Dropbox: Cloud storage service for online file storage and sync ➔ Microsoft Teams: Dedicated online workspace for conversations and document sharing 2.5 - barriers to effective communication and strategies to overcome them ➔ Language: Misinterpretation of technical jargon, regional colloquialisms, accents ➔ Psychological: Stress, anger, low self-esteem hinder listening ➔ Physiological: Hearing difficulties hinder understanding ➔ Physical: Ideal face-to-face communication due to availability and less technology ➔ Systematic: Inefficient or inappropriate business information systems ➔ Attitudinal: Behaviours preventing effective communication Overcoming Communication Barriers ➔ Reducing noise for improved hearing clarity ➔ Giving constructive feedback for improvement ➔ Avoiding jargon in communication ➔ Proper listening to avoid misunderstandings ➔ Being culturally aware to avoid misunderstandings ➔ Maintaining open mind to recognize diverse perspectives 3 - Appropriate methods of communication for different audiences and purposes: 4 - Adjusting communication for: 4.1 - people from diverse backgrounds ➔ Influenced by factors like age, race, ethnicity, religion, gender ➔ Importance of cultural awareness for effective communication ➔ Essential cultural values, beliefs, perceptions ➔ Importance of cultural communication skills ➔ Cultural misunderstandings can lead to lost business opportunities ➔ Recommended research for understanding cultural norms 4.2 - individuals with special needs and disbalitity ➔ Apologize for embarrassment  ➔ Refer to the person's disability only if necessary ➔ Speak directly to the person, not the person with them ➔ Reword what you say, not repeat ununderstood information ➔ Be polite and patient, not rushing the conversation ➔ Ask for assistance if necessary, respect the person's wishes ➔ Use a normal tone of voice, don't pretend understanding ➔ Remain polite and professional in difficult situations 4.3 - difficult and abusive customers and colleagues Maintain politeness and professionalism Respectfully ask for calmness Express understanding of customer's frustration Be honest about actions and seek advice Refer to agreement terms If unable to handle the situation, pass it to the supervisor Explain help and warn of termination Avoid interrupting, listen, and explain courtesy 5 - Communication misunderstandings and challenges: 5.1 - causes Lack of Communication: Insufficient supervisors can cause workflow issues and delayed task completion. Poorly Written Communication: Confusion and frustration can arise from poorly written documents. Poor Listening or Speaking Skills: Misunderstandings can occur due to poor listening or speaking skills. Passive Listening: Listening without understanding or empathy can lead to misunderstandings. Lack of Feedback: Communication in one direction doesn't guarantee work completion or time constraints. 5.2 - reporting to appropriate person(s) (such as supervisor, team leader or HR officer) It is not only important to identify misunderstandings and challenges to communication, but report them to the appropriate person. This may be a colleague or team member, a supervisor o manager or the owner of the business 5.3 - techniques to resolve ➔ In-person communication: Avoid emails or texts for immediate resolution ➔ Proofreading: Check documents for errors before sending or reviewing ➔ Reducing noise: Make communication easier for everyone ➔ Giving constructive feedback: Show support and allow improvement ➔ Avoiding jargon: Communicate in a way everyone can understand ➔ Listening properly: Give complete attention to avoid misunderstandings ➔ Open-door policy: Allow communication with managers or supervisors 6 - seeking and responding to feedback on effective communication: ➔ Understanding receiver's response and potential modifications ➔ Seeking feedback involves honesty, specificity, and timely responses ➔ Receiving feedback involves defenses, not taking criticism personally, and advice ➔ Key areas of feedback include listening, clarifying questions, and addressing digital communication errors 7 - contributing ideas and information to workplace discussions and supporting others to communicate during workplace discussions Building cohesive workplaces through mutual trust, respect, and delegation. New workers often feel their ideas aren't valued due to unfamiliarity with the culture. Respect colleagues and familiarize with organizational processes. Sharing experiences from previous workplaces should be brief, aligned with business goals, and ask questions. Professional behavior is linked to respectful, ethical, and dedicated work. BSBWHS311: Assist with maintaining workplace safety Chapter 1 - Work health and safety (WHS) 1 - meaning of health, safety and duty of care ★ Health is a state of physical, mental and social well - being and this is often affected by what happens to a person while at work ★ Safety at work is paramount so that all workers and visitors to a workplace are protected from danger, risk and/or injury ★ All employers, employees as well as visitors have both a legal and moral obligation to ensure the safety and wellbeing of others in the workplace 2 - acknowledge that WHS is everyone’s responsibility in the workplace and the implications of this responsibility ➔ The Act redefines employees as "workers" and employers as "persons conducting a business bor undertaking" (PCBU) ➔ PCBUs must monitor systems and procedures to protect workers from potential hazards ➔ Both workers and PCBUs have rights and responsibilities regarding workplace safety ➔ Implications include reducing injury frequency and severity ➔ Fostering a supportive workplace culture ➔ Reducing costs of maintaining a safe workplace ➔ Increasing productivity and worker morale 3 - concept of ‘participation’ and ‘consultation’ in relation to WHS ➔ Management and owners must consult employees on WHS matters ➔ Employees should have the opportunity to participate in or access a WHS committee ➔ Identifying hazards and assessing risks ➔ Making decisions to eliminate or minimize risks ➔ Proposing changes affecting worker health. ➔ Making decisions on worker consultation, WHS issues and health monitoring 4 - internal sources of workplace WHS information  ➔ Regular check of emails, safety handbooks, work instructions ➔ Regular review of insurance records ➔ Staff memos for updates 4.1 - colleagues ➔ Seek advice from experienced colleagues ➔ Prioritize on-the-job training ➔ Seek advice from colleagues or problem-solving professionals 4.2 - health and safety representative (HSR) ➔ Investigating employee complaints ➔ Monitoring employer measures ➔ Providing health and safety advice ➔ Representing workers on workplace issues ➔ Investigating potential health and safety risks 4.3 - WHS committe and WHS officers ➔ Regularly addresses health and safety concerns ➔ Develops policies and procedures ➔ Provides information to all workers 4.4 - workplace policy and procedures documentation ➔ Introduces new employees to WHS policies and procedures ➔ Provides information on routine tasks, emergency procedures, safety equipment location, exit points, and workplace safety rules ➔ Highlights key workplace hazards and their job roles 5 - external sources of workplace WHS information: ➔ Local councils ➔ Training courses ➔ Internet, journals, magazines 5.1 - legislation and government regulations  ➔ Codes of practice ➔ Australian and industry standards 5.2 - professional associations ➔ 5.3 - Safe Work Australia, SafeWork NSW, local councils 5.4 - unions 6 - primary role/function of key bodies/authorities involved in WHS ➔ SafeWork NSW ➔ SafeWork Australia ➔ Local councils ➔ Unions ➔ Professional associations 6.1 - SafeWork NSW ➔ Enhances NSW economy's competitiveness through healthy, safe workplaces ➔ Provides business owner support on work health and safety ➔ Issues dangerous work licenses ➔ Ensures enforcement of WHS, workers compensation, and injury management laws ➔ Offers employer insurance for workplace injuries ➔ Ensuring reporting and claim process ➔ Facilitating safe return to work ➔ Providing information on available benefits 6.2 - SafeWork Australia ➔ Established in 2009 to improve work health and safety and workers' compensation ➔ Raised community awareness, harmonized laws, developed national policies  ➔ Implemented collaborative approaches, National Work Health and Safety Strategy 2012-2022 ➔ Promotes work health and safety through events like Safe Work Australia Week and Awards 6.3 - local councils ➔ Interact with Australian businesses, organizations, communities ➔ Develop, implement, evaluate work health and safety policies 6.4 - professional associations ➔ Comprises individuals from same profession ➔ Controls entry into profession ➔ Maintains standards and represents profession ➔ Involved in formulating Australian Work Health and Safety Strategy 2012-2022 6.5 - unions ➔ Ensures safe, healthy workplaces ➔ Advocates for rights and conditions to reduce injury ➔ Wins include meal breaks, improved mine conditions, protective clothing, lifting weight restrictions 7 - importance of acting within scope of responsibility/level of authority in relation to WHS in the workplace 7.1 - taking initiative ➔ Prioritize workers' health and safety. ➔ Actions/omissions should not cause harm. ➔ Proactive safety improvement efforts. ➔ Work halted if the task exposes workers. ➔ Workers recognize and report potential hazards 7.2 - problem solving & 7.3 - decision making ➔ All workers consulted on WHS matters. ➔ Business owners/managers are no longer accountable. ➔ Workers are encouraged to raise concerns and suggest solutions. ➔ Workers included in problem-solving and decision-making. ➔ Penalties for non-compliance cited. BSBSUS211: Participate in sustainable work practices Chapter 1 - Sustainability 1 - concepts of sustainability in the workplace and sustainable work practices ★ Sustainability is about being able to continue an activity for a prolonged period while minimising the risk to the environment. ➔ These reduce harm to the environment and reduce wastage of resources ➔ Reducing landfill waste ➔ Replacing office equipment instead of replacing ➔ Using recycled materials and supplies ➔ Efficient resource use leading to cost reduction ➔ Following the three R's: Reduce, Reuse, and Recycle 2 - principles of sustainability in the business services industry ➔ Economic - “Profit” - Must be compliant to be profitable ➔ Environmental - “Planet” - Reduce carbon footprint and waste ➔ Social - “People” - Positive or negative impact on society 3 - consequences of poor sustainable work practice ➔ Prior to recycling, waste was disposed of in landfills or incinerated, causing health issues ➔ Soil contaminants from landfills harm plants and animals ➔ Landfill rainwater leeches contaminants, causing animal harm ➔ Incineration contributes to air pollution and respiratory problems ➔ Accidental spills cause severe environmental damage ➔ Energy use and emissions affect air quality. ➔ Greenhouse gases trap the sun's heat, increasing temperatures 4 - meaning of corporate social sustainability ➔ Impacts local communities and employees ➔ Degrades future generations' wellbeing ➔ Requires socially sustainable operations 5 - general features of Australian and international standards for corporate social sustainability ➔ Supports healthy communities ➔ Provides affordable housing, medical, mental support ➔ Offers education, training, employment opportunities ➔ Ensures access to support, safety, and security 6 - best practice sustainability models in a business services workplace ➔ Introducing flexible office layouts ➔ Enabling maximum occupancy without increasing overhead and electricity costs ➔ Making sustainability part of workplace culture ➔ Utilizing reusable items ➔ Switching off equipment before leaving work ➔ Reducing paper wastage ➔ Building eco-friendly supply chains ➔ Minimizing waste through green building practices 7 - benefits of sustainable work practices 7.1 - addressing ethical obligations and responsibilities ➔ Enhances business reputation ➔ Builds customer loyalty ➔ Increases profitability ➔ Draws in more investors 7.2 - compliance with legislation and regulations ➔ Avoids legal issues ➔ Prevents legal fees, fines, sanctions ➔ Prevents reputational loss 7.3 - positive environmental impacts ➔ Reduces waste ➔ Reduces carbon footprint  ➔ Reduces resources and energy consumption 7.4 - reputation benefits (attracting employees and customers) ➔ Attracts current and future generations ➔ Millennials favor socially responsible businesses ➔ Lowers employee turnover due to longer work hours ➔ Increases employee satisfaction and productivity ➔ Consumers consider business's environmental impact 8 - workplace sustainability policy and procedures ➔ Recognizes environmental impact of business ➔ Views sustainability as strategic business part ➔ Impacts public image, branding, regulatory compliance ➔ Manages costs and inputs for profit increase ➔ Policies cover energy usage, paper recycling, and recycled products Chapter 2 - Environmental compliance 1 - meaning of compliance and best practice ➔ Meeting legislation, practices, rules, regulations ➔ Utilizing best practices for business success 2 - levels of compliance in relation to environmental requirements ➔ Focuses on carbon footprints, greenhouse gases, ecosystems ➔ Ensures compliance with environmental laws ➔ Identifies environmental impact of work activities ➔ Implements environmental protection policies ➔ Monitors compliance through inspections, audits, verification 2.1 - workplace ➔ Use of pesticides limitidly ➔ Handling and disposal of asbestos as per legislation ➔ Proper waste storage and removal by licensed contractors ➔ Safe handling and movement of hazardous materials ➔ Compliance with Environmental Protection Authority license conditions 2.2 - industry ➔ Develop compliance with legislation and environmental duty ➔ Provide harm prevention and mitigation advice ➔ Voluntary compliance allows businesses to demand charges 2.3 - government (local, state/territory and Commonwealth) ➔ All government levels pass environmental protection legislation. ➔ Enforcement mechanisms include civil and criminal penalties, remediation orders, undertakings ➔ Policies minimize environmental impact, set targets for carbon emissions, energy, waste, resource use ➔ Promotes sustainability in all government activities 3 - purpose and intent of environmental legislation and its application to the business services industry and workplace, and specific job role ➔ Focuses on pollution and waste management ➔ Aims to protect, restore, and enhance environment quality ➔ Involves public involvement in environmental protection ➔ Includes pollution prevention and waste elimination 3.1 - Protection of the Environment Operations Act 1997 (NSW) (as amended) ➔ Sets explicit environmental standards ➔ Adopts innovative pollution reduction approaches ➔ Instruments for setting environmental goals and guidelines 3.2 - Clean Energy Legislation (Carbon Tax Repeal) Act 2014 (Australian Government) (as amended) ➔ Introduced in 2011 under Clean Energy Act ➔ Increased fossil fuel prices, raising production costs ➔ Aimed to reduce emissions by 5% by 2020, 80% by 2050 ➔ Encouraged largest emitters to invest in sustainable energy 4 - primary role/function of regulators and key bodies involved in environmental protection 4.1 - Clean Energy Regulator (Australian Government) ➔ Established in 2012 under Clean Energy Act 2011 ➔ Administers carbon pricing, NGER scheme, Carbon Farming Initiative, and Renewable Energy Target ➔ Accredits auditors, monitors compliance, provides education ➔ Collects, analyzes, assesses, publishes scheme information 4.2 - Department of Agriculture, Water and the Environment (Australian Government) ➔ Represents national interests in agriculture, water, and environment ➔ Operates since February 2020 ➔ Maintains Australian Heritage Database ➔ Responsible for food safety and biosecurity. 4.3 - Department of Industry, Science, Energy and Resources (Australian Government) ➔ Established in February 1, 2020 ➔ Drives economic growth, productivity, and competitiveness ➔ Protects environment through anti-dumping and radioactive waste disposal 4.4 - Environment Protection Authority (EPA) NSW ➔ Primary environmental regulator ➔ Improves environmental performance and waste management ➔ Works with communities, businesses, industry, government ➔ Involved in forestry, wind farms, coal seam gas, dangerous goods, contaminated land, radiation, tanning beds, air, water, noise pollution, waste recovery, and chemicals. 4.5 - NSW Department of Planning, Industry and Environment ➔ Renamed post-2019 state election ➔ Combines specialists in urban, natural resources and environment 4.6 - local council ➔ Guided by 1993 Local Council Government Act Charter ➔ Manages, protects, restores, enhances, conserves local environment ➔ Promotes ecologically sustainable development ➔ Manages open space, waste, recycling, stormwater, flood control, land development ➔ Implements zoning to limit business operations and landowner usage 5 - workplace policy and procedures relating to environmental compliance, including reporting breaches and potential breaches within the organisation/workplace and externally ➔ Conserving raw materials and energy ➔ Reducing liability incidents  ➔ Improving process efficiency ➔ Helping businesses comply with legislation ➔ Enhancing environmental impact monitoring ➔ Communicating environmental aims ➔ Educating workers on environmental training 6 - consequences of failure to observe (non-compliance) environmental workplace policy and procedures and legislative requirements ➔ Investigates and reports non-compliance with environmental legislation ➔ Granted power by the Protection of the Environment Administration Act 1991 ➔ Provides regulatory options for environmental legislation breaches ➔ Enforces voluntary, legally binding agreements ➔ Requires investment in research or technology Chapter 3 - Environmental hazards and risks 1 - a range of environmental hazards and risks typical to a business services ➔ Main environmental legislation: Environment Operations Act. ➔ SafeWork NSW codes minimize environmental and worker risks. ➔ Compliance assessment methods: checklist completion, audits, staff training monitoring ➔ Improper lighting impacts work quality and productivity. 2 - personnel responsible for environmental hazard identification and risk control in a business services workplace ➔ Business type determines responsibility ➔ Employer assumes ultimate responsibility ➔ Small offices may have business owners ➔ Larger offices may have managers or health representatives ➔ Hazard identification requires risk assessment, reduction procedures, and updated procedures 3 - reporting environmental hazards and risks in a business services workplace ➔ Immediate reporting of environmental hazards.  ➔ Hazard notification prior to regular inspections. 3.1 - relevant personnel ➔ Verbal communication to supervisors, business owners, or health representatives ➔ Completing and presenting hazard/risk report form ➔ Raising issues at staff meetings 3.2 - according to industry standards and workplace policy and procedures ➔ Verbal reporting for acute hazards: immediate action. ➔ Forms for less acute hazards: details, location, reporter ➔ Common action and report outcome Chapter 4 - Resource consumption 1 - definition of resource ★ A resource is an economic or productive factor that is used by a person or organisation to accomplish an activity or achieve a desired outcome. ➔ Three most basic resources include “Land,” “Labour”, “Capital” ➔ Other resources include energy, information and time 2 - resources used in the business services industry and in a specific job role 2.1 - energy ➔ Heavy reliance on electricity for business services ➔ Majority of electricity in NSW generated from non-renewable coal-driven power stations ➔ Growing emphasis on renewable power sources like wind and solar 2.2 - equipment, technology, and associated consumables ➔ Equipment: tangible, durable assets for production ➔ Materials: Basis of product ➔ Business Services Industry: Includes computers, printers, photocopiers, toner ➔ Technology: Enables business expansion, improved efficiency ➔ Virtual Offices: Global expansion, reduced costs 2.3 - human ➔ Crucial for business success and image ➔ Value of workers depends on education, training, experience ➔ Need for skilled workers requires better remuneration ➔ Key roles include accountants, receptionists, data entry, office managers 2.4 - infrastrature ➔ Basic business framework ➔ Requires structures, systems, facilities ➔ Improves efficiency and staff work ➔ Supports quality service and communication ➔ Includes IT resources, production machinery, transport, technology 3 - concept of resource efficiency in a business services work environment ➔ Recycling paper ➔ Cancelling junk mail ➔ Buying products with fewer packaging ➔ Using double-sided printing and photocopying ➔ Reusing paper for note-taking ➔ Using electronic communication ➔ Regularly updating distribution lists ➔ Replacing old equipment with water-saving models 4 - collection and measurement of resource consumption within a business services workplace 4.1 - techniques/methods 4.1.1 - document resources in work area ➔ Waste Water ➔ Office Supplies ➔ Energy (electricity and gas) 4.1.2 - examine invoices from suppliers ➔ Invoices provide usage data for electricity, gas, water, waste ➔ Indicate payment amount, measurement unit, usage amount ➔ Some bills show greenhouse gas emissions ➔ Compare usage between billing periods 4.1.3 - measure resource usage under different conditions ➔ Consistent procedure over time ➔ Record collected information for comparisons ➔ Use of electronic data and manual data ➔ Track performance and identify improvement areas ➔ Actual consumption: Comparing accounts for consumption ➔ Observation: Counting computer usage and checking storeroom lights ➔ Estimating: Estimating bin capacity before collection ➔ Stocktaking: Suitable for office supplies ➔ Checklists: Recording observations for interpretation 4.1.4 - monitor relevant information and data ➔ Gathering and recording information ➔ Reducing energy use, recycling, reusing, and waste ➔ Analyzing collected data for benchmarks ➔ Regular usage monitoring to meet targets ➔ Drafting action plan to implement set targets. 4.2 - recording and filing resource usage documentation ➔ File invoices chronologically in filing cabinet ➔ Increased invoices require more comparison time ➔ Enter relevant data into spreadsheets upon receipt ➔ Data collection frequency depends on document type 5 - tools (digital and manual) to measure and document resources and their consumption ➔ Overstocking can lead to fund shortage  ➔ Understocking can cause production delays 5.1 - checklists ➔ Calculating need for additional stock ➔ Conducting regular checks 5.2 - stock control tools ➔ Maintains costs and liquidity ➔ Risks stock shortage leading to production delays ➔ "First in, First Out” which is mainly used for perishable resources ➔ Prevents deterioration before usage 5.3 - software ➔ Recording resource usage over time 5.3.1 - databases 5.3.2 - spreadsheets 5.3.3 - charts and graphs BSBCRT311 - Apply critical thinking skills in a team environment Chapter 1 - Workplace problems 1 - current issues and trends affecting the business services industry and implications for the business services workplace, for own work practices and the delivery of service ➔ Enhances health benefits and productivity ➔ Increases use of "contingent workers" and job sharing ➔ Reduces stress and job satisfaction ➔ Increases cybersecurity threats and privacy concerns ➔ Improves work-life balance and reduces sick days ➔ Offers flexible work hours 2 - current and emerging technologies in the business services industry: 2.1 - examples ➔ Utilization of computers and laptops for email, internet research, and website building ➔ Use of Wi-Fi for network connectivity ➔ Portable iPads for outdoor work ➔ Cloud technology for file viewing and editing ➔ Communication technology including telephones, mobile phones, internet connections, fax machines, answering machines, and message banks ➔ Use of printers, fax machines, and scanners for converting electronic information into paper-based 2.2 - effect on operational duties and service delivery ➔ Stores and accesses data and programs over the internet ➔ Eliminates costs of hardware and software purchases ➔ Provides speed and scale for vast computing resources ➔ Enhances productivity by freeing up time for non-IT tasks ➔ Offers performance through secure global data centres ➔ Provides reliability for data backup, disaster recovery, and business continuity ➔ Three types of cloud services: Infrastructure as a service (laaS), Platform as a service (PaaS), and Software as a service (SaaS) 2.3 - role in development of new and improved work practices ➔ LoT: System of interconnected devices for data transfer ➔ Focuses on information security and opportunities ➔ Chatbots: Computer programs for simulated conversations ➔ AI: Saves overhead and expands capabilities ➔ AI transforms objects into smart tools like Siri, Cortana, and Alexa. ➔ KAI provides personalized, intelligent experiences across channels. ➔ Chatbots simulate internet conversations, increasing productivity and conversational skills. ➔ Technology changes business operations, offering convenience and flexibility ➔ AI can alias businesses, increasing capabilities Reasons for change and innovation in a business services workplace PROACTIVE VS REACTIV  Change and innovation are made for a number of reasons. Reactive change occurs after an event has taken place, whereas proactive change is undertaken by a business that is forward thinking and be willing to be the first to try new ideas. Incident - Uses First AId Accident - Moderate Level Emergency - Ues emergency sevices