Work Effectiveliy

EIS BCW1 03 0812: Work Effectively in Business Environment
Ethiopian TVET System

Basic Clerical Works Level I
Learning guide
Unit of Competence: Work Effectively in Business Environment
Module Title : Working Effectively in Business Environment
Module Code: EIS BCW1 M03 0812

TTLM Code: EIS BCW1 03 0812
Lo 1: Work within organizational requirements

Lo 2: Work in a team
Lo 3: Develop effective work habits
Page 0 of 26 Queens’ College TTLM Development

UNIT CODE: EIS BCW1 03 0812

UNIT TITLE: Work effectively in a business environment
Description
This unit describes the performance outcomes, skills and knowledge required to work
effectively within a commercial or business environment. It includes identifying the rights and
responsibilities of employees and employers and conducting business in accordance with
organisational goals, values and standards.
ELEMENT PERFORMANCE CRITERIA
1. Work within organizational 1.1 Identify and read organization’s requirements and
requirements responsibilities and seek advice from appropriate
persons, where necessary
1.2 Develop and utilize a current working knowledge and
understanding of employee and employer rights and
responsibilities
1.3 Comply with relevant duty of care, legal responsibilities
and organizational goals and objectives
1.4 Identify roles and responsibilities of colleagues and
immediate supervisors
1.5 Identify standards and values considered to be
detrimental to the organization and communicate this
through appropriate channels
1.6 Identify, recognize and follow behavior that
contributes to a safe work environment
2. Work in a team 2.1 Display courteous and helpful manners at all times
2.2 Complete allocated tasks as required
2.3 Seek assistance when difficulties arise
2.4 Use questioning techniques to clarify instructions or
responsibilities
2.5 Identify and display a non-discriminatory attitude in all
contacts with staff, management or clients
3. Develop effective work 3.1 Identify work and personal priorities and achieve a
habits balance between competing priorities

3.2 Apply time management strategies to work duties

3.3 Observe appropriate dress and behavior as
required by workplace, job role or customer contact
Employees and employers who fulfill their rights and responsibilities, work cooperatively and
have mutual respect for each other and this helps to develop a positive and productive workplace.
The legal system provides a framework for many of the rights and responsibilities of employees
and employers, and both you and your employer need to understand these. In daily workplace
situations, trust and cooperation are also important.

UNDERSTANDING THE ORGANISATION’S REQUIREMENTS

Induction
All effective organizations start new workers with orientation guidelines, also known as an
induction. The aim of the session is to introduce the new employee to the organization. Many
organizations give the employee an induction kit, which generally contains a policies and
procedures manual, a plan of the office/factory, an organizational chart (showing employees’
names, titles and the location of their offices), the new employee’s position description and list
of duties and material relating to the organization, such as the annual report, sales reports,
promotional brochures, safety procedures, etc. This kit should be kept in a handy location so you
can refer to it as required.
Organizational goals and objectives
As an employee you need to understand the organization’s goals and objectives. These will be
contained in the organization’s documents, such as the business plan. Your supervisor will probably
discuss these with you when your duties and tasks are assigned, and describe how your tasks help
the organization to achieve its goals.
The organization’s documents
All employees need to be familiar with documents outlining the requirements of the
organization. Documents may include:
 Goals, objectives and plans, eg business plan, annual report

 Legal and organizational policies and procedures manual
 Access and equity principles and practice policies
 Anti-discrimination and related policies
 Ethical standards
 Quality and continuous improvement processes and standards
 Occupational health and safety (OHS) policies, procedures and programs.
When you commence a new job or a new role within your existing organization you should
know where these documents are located and become familiar with them as quickly as possible.
If there is anything you don’t understand you should clarify it with your supervisor, colleagues or
other appropriate people. It is far better to ask someone if you are unsure about anything, than
pretend you know.

ACTIVITY 1 Clarification of organization requirements with appropriate persons
1. Write down your organization’s goals and values. If you do not have a part time job,
write the goals and values for Aldridge SHS. You could consider the Aldridge virtues.
2. Where can you find organizational goals and values?
3. Who are appropriate people you could ask for clarification of organizational
requirements?
RIGHTS AND RESPONSIBILITIES OF EMPLOYEES
ACTIVITY 2 Responsibilities of employees
As a new worker, you will need to know your rights and responsibilities. These are generally
listed in the organization’s policies and procedures manual. When you agree to accept a position
with an organization, whether by a signed or verbal agreement, you enter into a contract for
employment. Employee responsibilities should be outlined in your contract, workplace
agreement, relevant award or letter of offer.
The following is a list of employee responsibilities. Write an explanation as to what you must
do, in one or two sentences, on each responsibility.

Attendance and punctuality
Obeying lawful orders
Confidentiality and privacy
Safety and care
RIGHTS OF EMPLOYEES

Terms and conditions
An employee has a right to the entitlements and conditions of employment that are outlined in
the award or contract of employment (Workplace Agreement). At the time you are employed,
the terms and conditions of your employment should be explained to you, eg salary, leave
entitlements, overtime entitlements, etc.
Union representation
Unions are associations that seek to improve the working conditions for their members. All
employees have a right to belong to a union and be represented by a union should the need arise.
Protection from discrimination and sexual harassment
You have the right to a workplace that is free from discrimination and sexual harassment.
Sexual harassment and certain types of discrimination are criminal offences.
In general, under both federal and state laws, it is illegal to discriminate against another person in
the workplace on any of the following grounds: gender, race, ethnic origin, social status, marital
status and parental status, sexuality, pregnancy, physical characteristics, impairment, religious
beliefs and political beliefs.
Sexual harassment is different from sex discrimination. Sexual harassment relates to direct
violation of sexual privacy by offensive behavior. Sexual harassment can be physical, verbal or
written and can consist of the following:
 Unwelcome comments about a person’s sex life, physical behavior or appearance

 Suggestive behavior, such as leering or ogling
 Unnecessary familiarity, such as brushing against a person
 Offensive telephone calls, emails, photographs, reading materials and sexual jokes
 Sexual propositions or continual requests for dates
 Physical contact
 Indecent assault
ACTIVITY 3 Consequences for employees
What are the consequences of not fulfilling your obligations as an employee? Select three of the
responsibilities from Activity 2 and complete the following table.

What might happen if you disregarded the

Responsibility
responsibility?

RIGHTS AND RESPONSIBILITIES OF EMPLOYERS
Employers have a right to expect that employees will be punctual, carry out the duties for which
they were employed and contribute to a safe working environment.
ACTIVITY 4 Responsibilities of employers
The following is a list of employer responsibilities. Write an explanation as to what the

employer must do, in one or two sentences, on each responsibility.
Safe working environment
Non discriminatory practices
Sexual harassment

Affirmative action

COMPLYING WITH RELEVANT LEGAL RESPONSIBILITIES AND ORGANISATIONAL

OBJECTIVES
Understanding the goals and objectives of an organization will help you perform your own job
more effectively. Sometimes the goals and objectives might be clearly written down in an
information folder, or talked about at staff meetings. At other times they might just be assumed,
with employees knowing how things are done without actually writing it down on paper.
The organization’s policies and procedures manual ensures the business complies with all
relevant legislation and regulations. It is important to adhere to workplace policies and
procedures.
Values define how people interact with each other and customers. The values of the organization
will depend largely on what sort of organization it is, and what it sees as being important, such as
customer service, trust, integrity, environmental awareness, ethical behavior or fostering
positive, harmonious work attitudes.
ACTIVITY 5 Legal responsibilities and organizational objectives
Explain in your own words or look up the meaning of the following:
Integrity
Accountability
Fairness

Responsiveness
IDENTIFYING ROLES AND RESPONSIBILITIES OF COLLEAGUES
If there are more than just a few people in an organization there needs to be a formal structure,
where job positions exist to fulfill particular functions. The organizational structure shows who
is responsible for what, and who reports to whom.
Generally in a workplace there will be one person, sometimes called a line manager, who you
need to report to on a day-to-day basis. This person will probably be a supervisor or team leader.
In turn, they might report to a more senior manager, who is responsible for a whole department
or division.
ACTIVITY 6 Roles and responsibilities of colleagues
Select 2 staff members from different departments within the school. Write down the chain of
command for each staff member. Eg. Mr Grantz → Mr Wyllie → Mr Dodd → Mr Higgins.
1. _________________________________________________________________________
2. _________________________________________________________________________
MAINTAINING THE STANDARDS AND VALUES OF THE ORGANISATION
Most organizations expect you to behave in a courteous and polite way and to treat colleagues,
customers and visitors with respect. There is also an expectation to follow organizational
requirements.
For example, the business has a policy that says that the lights must be switched off each night to
save on electricity costs. Possible ways to deal with the issue of a staff member always leaving
the lights on are:

 Confront the person directly and explain why they should turn the lights off at night.
 Complain to another work colleague about the issue.
 Talk to your supervisor and ask them to talk to the person.
 Make sure you are the last to leave so you can turn the lights off yourself.
 Bring the issue up at a staff meeting.
 Put a copy of the environmental policy on the person’s desk.
 Make a sign that says ‘Turn the lights off’ and put it next to the light switch.
ACTIVITY 7 Maintaining standards and values
Staff have been asked to recycle paper. This is to be used for printing drafts on the back of used
paper, for notes and messages or it can be placed into the recycling bin for collection. One staff
member wastes a significant amount of paper and every time she prints and makes an error she
screws the paper up and throws it into the waste paper basket. Outline 5 ways you could deal
with this issue.

WORKING EFFECTIVELY IN THE WORKPLACE
Workplace cooperation is about working in harmony with both your colleagues and your
supervisors within the requirements of the organization. Cooperation is a two-way behavior and
applies equally to employers and employees. You can begin to work cooperatively by:
 Working as a team member

 Discussing and negotiating problems and tasks with other employees
 Solving problems as a group
 Listening to the ideas and opinions of other employees
 Sharing your knowledge and skills.
Behavior in the workplace
Most organizations expect you to behave in a courteous and polite way, and to treat colleagues,
customers and visitors with respect. This requires an understanding of the organization’s
requirements in relation to interpersonal communication, workplace procedures, customer
service and values and behaviors.
Goals and rules differ from organization to organization. What might be accepted in one
company may not be in another. It is your responsibility to be familiar with the requirements of
the organization, and if in doubt, to seek assistance from an appropriate person. For example,
what are the dress rules for your organization? What are the rules about personal phone calls and
emails?
Communicating in the office
Addressing visitors and clients
It is always better to be over formal, eg Mr Surname, when you first deal with customers so that
you do not offend them by being too casual.
Dealing with management and senior staff
Follow your organization’s policies for correctly addressing senior staff. You may need to make
an appointment to speak with them as they are very busy people.
Communicating with colleagues
Always be pleasant and polite.

Discriminatory language
Always refrain from using discriminatory language.
Personal behavior
From time to time you may need to email someone or use the telephone to make personal calls.
Make sure you know your business’s policy for this. Be aware that your behavior contributes to
a safe environment.
ACTIVITY 8 Standards of behavior
If you were not told of any specific procedures or guidelines to follow for behaving correctly in
the workplace, what would you do to make sure your behavior was acceptable?
WORK IN A TEAM
Being courteous and helpful
Courtesy can be defined as being respectful or considering others. Courtesy is treating other
people in a way you would like to be treated by them. There are many little things that you can
do to make sure that you are being courteous in your workplace. These include:
 Saying please and thank you

 Being helpful
 Being cooperative
 Keeping your work area clean – This makes it easier for other people to work.
Completing tasks
In every work environment you will find that specific tasks are allocated or given out by
someone more senior than you. Whatever your role is, if you want to be seen as a team player,
be sure to perform in such a way that your co-workers know they can rely on you.

When you fulfill your commitments, it shows that you respect others. Being on time for a
meeting shows that you don’t want to waste other people’s time. When you cannot complete a
job as agreed, it is important to let your supervisor or team know what is happening.
Seeking Assistance when Difficulties Arise
If difficulties arise when you are carrying out your work, it is important to get assistance before
the situation gets too bad. If you feel unable to ask for help about workplace problems, you may
end up not completing work on time and letting people down. If the problem persists you may
worry more and stress may increase.
During your working life you will encounter many difficulties in the workplace. Regardless of
the circumstances it is important to recognize that there are people in your workplace who are
willing to assist you. It takes courage and honesty to communicate and ask for help. All
difficulties can be overcome. Some problems which may occur in the workplace include:
 Failing to deliver what has been promised, eg not meeting a deadline

 Not having the authority to do what is required
 Having too many tasks and responsibilities and not enough time to do them.
If these problems occur be sure to seek assistance from your manager or supervisor.
Clarifying Instructions or Responsibilities
Sometimes managers assign work to employees with little or no direction about what is expected
or how to complete the job. The results are frustration and incomplete or incorrectly completed
jobs.
Check that your understanding of what is required is the same as that of the person giving
instructions. This means that you repeat and confirm any information that is being given to you.
You can give the person a summary of what you think they have told you so as to check you are
both talking about the same thing.
To fully understand what has been communicated you will need to use good listening skills and
ask questions. Asking questions reduces the risk of assuming that you have all the information
needed to proceed when in fact you don’t. There are two types of questions you can use: open
and closed questions.
An open question is likely to receive a long answer. Open questions provide an opportunity for
discussion, thinking and reflection with another person. Open questions may begin with the
words what, why, how or decide.
Closed questions are answered with a single word or short phrase. These types of questions give
facts, are quick and easy to answer and keep you in control of a conversation.

Identify and display a non-discriminatory attitude
Discrimination occurs when a person is treated less favorably than another in a comparable
situation because of some particular characteristic of the person. If people discriminate against
others, then it will be impossible to have good relationships within teams, so not only will some
people feel hurt, but the organization will not be as effective as it should be.
If you observe discrimination or harassment in action, you may be tempted to avoid dealing with
the situation. You may feel uncomfortable in confronting such issues, because you believe that,
if left alone, the problem will go away, or perhaps you don’t feel it is important. The truth is that
discrimination is wrong and against the law. Managers have a duty to take action, even when the
person being affected does not complain.
CASE STUDIES – WORK IN A TEAM
Read the following case studies and answer the questions that follow.
ACTIVITY 9
John is working in an organization that conducts major projects for external clients. He is
responsible for working with two project teams. He has found that one team is highly successful
in developing a quality product and works really well together whereas the other team is
experiencing severe team problems. John has been asked to explore why one team is working
well and the other one is having issues.
What sort of things do you think John will find? Write notes below and type up a response for
your teacher.

ACTIVITY 10
Tim has been asked to complete a job that involves three departments. The time lines have been
scheduled by his supervisor. His supervisor does not tolerate mistakes and has told Tim that the
job must be completed on time and to the standard required by the organization. Tim starts the
job with limited information. He finds that there are few resources available to complete the task
and is now behind time.
What should Tim have done before he started the job and what should he do now to make this a
success?
Prepare a list of open and closed questions that Tim should have asked his supervisor. Note
beside each question whether it is open or closed. Write notes below and type up a response
for your teacher.
DEVELOP EFFECTIVE WORK HABITS
In order to stay healthy and happy, it is essential to find out the best balance for you between
your working life and your personal life. The right balance will change as your career
progresses. It will be different if you are single to if you are raising children or nearing
retirement.
Work-life balance initiatives may take many forms including:
 Creating flexible working arrangements

 Job sharing
 Working from home
 Providing health-related programs in the workplace
Benefits of work-life balance programs for the organization include:

 Improved staff retention and turnover

 Less sick leave
 Less stress-related illnesses
 Better work cooperation
 Increased motivation and productivity
 Greater ability to meet customer demands through flexible working arrangements.
Benefits of work-life balance programs for the employee include:
 More time to pursue personal activities such as creating a healthy lifestyle

 Improved personal and work relationships
 Less stress and improved health
 More opportunities to participate in activities with family and friends
 More time to pursue areas of interest such as studying, travelling and hobbies.
ACTIVITY 11 Balance between competing priorities
Make a list of all the aspects of your life. This could include work, socializing, sport, spiritual activities,
hobbies and family. Estimate how much of your time is spent on each aspect. Then write next to each if
you think it is enough, or too little.
Aspects of your life Time spent Enough or too little
Personal work goals must be identified and prioritized in accordance with organizational
requirements and future personal career plans. Personal goals will differ with different people –

reflecting a worker’s background, attitudes, capability, skills, interests, strengths and previous
work experience.
You should priorities your goals in order of preference and availability.
ACTIVITY 12 Personal skills and goals
Prepare a profile of your skills and the type of job characteristics that appeal to you.
Skills Job characteristics
TIME MANAGEMENT
Time management is organizing the time you have available in a way that allows you to get the
most done. Effective time management involves:
 Setting priorities
 Taking charge of situations
 Experimenting with different ideas to find the best way to make maximum use of time
 Changing habits or activities that waste time
 Being disciplined in following your time management strategies.

ACTIVITY 13 Time Management
Your teacher believes you sometimes waste time in your Certificate II Business class. List all of your time
wasters in this class and devise a program or strategy that would improve your time management skills.
Time Waster Strategy for Improvement
OBSERVING APPROPRIATE DRESS AND BEHAVIOUR
How an employee behaves and dresses reflects on the image that an organization is trying to
project. A code of conduct is a set of rules explaining the responsibilities of an individual for the
way they deal with other people and organizations. Employees must become aware of the
standards required for their workplace. Some codes of conduct provide details about dress code
and acceptable and unacceptable types of behavior.
Dress Standards
A work dress code is a set of standards that provide guidance about what is appropriate to wear
to work. The main objective in establishing a dress code is to make a good impression and allow
employees to work comfortably while projecting a professional image to customers, other
employees and visitors.
Dress codes set by your employer should:
 Be applied equally to men and women

 Relate to the job and be a reasonable requirement
 Allow workers to follow their cultural or religious beliefs
 Be fair to people with disabilities.
You will always need to use a certain amount of judgment in your choice of clothing to wear to
work as dress codes cannot cover every possibility. If you are unclear about what is acceptable,
ask your supervisor. Workplace dress must be near, clean and appropriate for the work being
performed and for the setting in which the work is performed. Torn, dirty or frayed clothing is
unacceptable in any workplace. Any clothing that has words or pictures that may be offensive to
other employees is also unacceptable.
ACTIVITY 14 Appropriate dress

Read the following statements. Write down whether each of the following is true or false.
Statement True or False
A dress code should be applied to men and women equally.
Always ask your supervisor if you are unsure about an item of clothing you
want to wear.
Torn clothing is okay if no one sees it.
Casual dress means you can wear anything you like.
Acceptable behavior means respecting others, being honest, reliable and

cooperative.
Wearing casual clothes makes workers less productive.
It’s okay to tell racist jokes if everyone laughs.
Acceptable Behavior
Having a positive work environment for its employees can mean the difference between success
and failure for an organization. There are many ways in which employees can help to create a
positive workplace. One way is to demonstrate behaviors that are professional and acceptable
for the workplace.
Every organization expects that all of its employees will perform their job by applying the
highest standard of behavior. We call this professionalism. To achieve this standard it is
essential that employees work in an environment that does not tolerate unacceptable behavior at
any time.
Acceptable behaviors include:
 Respect for others and yourself

 Acceptance of others regardless of age, physical appearance, disability, race, nationality
and position
 Open and honest communication
 Trustworthiness, reliability and professionalism in everything that you do
 An understanding of how good and bad behaviours can affect others
 The ability to give honest feedback based on real evidence, not on innuendo and
accusations
 An understanding that people are usually working to the best of their ability

Unacceptable Behavior
Unacceptable behavior in the workplace often involves bullying, harassment or discrimination. It

may also be things like being rude, not respecting the privacy of others, not respecting
confidentiality and gossiping. These behaviors upset people and lead to good, productive people
leaving an organization.
Following are some examples of unacceptable behavior:
 Making jokes or comments about a person’s race or nationality.

 Criticizing people in their absence.
 Making unwanted sexual advances.
 Threatening a person that they may lose their job or fail to be promoted.
 Using foul and offensive language or gestures.
 Making deliberate unwanted physical contact, ranging from touching to assault.
 The use of pin-ups or posters that are sexual or violent in nature.
 Getting other people to bully and harass someone.
 Making comments about or excluding another person because they are younger,
older, a different color or race, disabled or gay.
CASE STUDY
ACTIVITY 15
Jenny is employed as an administrative assistant with your department. She has confided that
she is being harassed by some co-workers. You have noticed that your work colleagues are
saying inappropriate things to Jenny and she is becoming very stressed and upset. Jenny
complained to her manager who so far has failed to take action.
1. Is this unacceptable behavior?

2. What would you advise Jenny to do?

ASSESSMENT
Student name:
Assessor name:
Unit(s): EIS BCW1 03 0812: Work Effectively in a Business
Environment
Assessment Type: Checklist for Folio of Work and Case Study Activities
Date Completed
Assessment:
and
Identified
Reassesse
Complete
Evidence
Assessor’s
towards
Checklist
Initials
Gaps
Date
d
d
1 Work within organisational
requirements
Activity 1
Activity 2
Activity 3
Activity 4
Activity 5
Activity 6
Activity 7
Activity 8
2 Work in a team
Activity 9
Activity 10
3 Develop effective work habits
Activity 11
Activity 12
Activity 13
Activity 14
Activity 15
The student’s required knowledge and skills were:

Satisfactory Not satisfactory
Feedback to student:
Student Comment:
Student signature:
Assessor signature:

ASSESSMENT
Student name:
Assessor name: MRS PATZWALD
Unit(s): EIS BCW1 03 0812: Work Effectively in a Business
Environment
Assessment Type: Project
Date Completed
Assessment:
Task Required: Your teacher will provide your class or a group within your
class, a project to complete. Your teacher, as supervisor, will
provide your organisational instructions. You must work
effectively with members of your group to complete the task.
You will be required to scan a page with text and to insert a
graphic into your contribution. Your file must then be saved
to data stick. Note this project may contribute evidence
towards the BSBWOR204A Use Business Technology unit of
competency.
Reassessed
Completed
Identified
Evidence
Assessor’s
towards
Checklist Gaps Initials
Date
and
1 Work within organisational requirements
Student followed organizational requirements
Student sought clarification from supervisor as
required
Student worked cooperatively with other members of
the group
Student used appropriate channels of communication
Student worked in a safe manner
2 Work in a team
Student completed given task to acceptable standard
Student used appropriate questions to clarify
responsibilities
Student displayed non-discriminatory behavior during
the task
3 Develop effective work habits

Student applied time management strategies

appropriately
Student wore appropriate dress
Student used appropriate behavior during the task
The student’s required knowledge and skills were:
Satisfactory Not satisfactory
Feedback to student:
Student Comment:
Student signature:
Assessor signature:

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EIS BCW1 03 0812: Work Effectively in Business Environment

Ethiopian TVET System

Module Code: EIS BCW1 M03 0812

Lo 1: Work within organizational requirements

Page 0 of 26 Queens’ College TTLM Development

UNIT CODE: EIS BCW1 03 0812

ELEMENT PERFORMANCE CRITERIA

Page 1 of 26 Queens’ College TTLM Development

3.2 Apply time management strategies to work duties

Page 2 of 26 Queens’ College TTLM Development

UNDERSTANDING THE ORGANISATION’S REQUIREMENTS

Organizational goals and objectives

The organization’s documents

 Goals, objectives and plans, eg business plan, annual report

Page 3 of 26 Queens’ College TTLM Development

ACTIVITY 1 Clarification of organization requirements with appropriate persons

2. Where can you find organizational goals and values?

RIGHTS AND RESPONSIBILITIES OF EMPLOYEES

ACTIVITY 2 Responsibilities of employees

Page 4 of 26 Queens’ College TTLM Development

Attendance and punctuality

Obeying lawful orders

Confidentiality and privacy

Safety and care

Page 5 of 26 Queens’ College TTLM Development

Terms and conditions

Protection from discrimination and sexual harassment

 Unwelcome comments about a person’s sex life, physical behavior or appearance

ACTIVITY 3 Consequences for employees

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What might happen if you disregarded the

Page 7 of 26 Queens’ College TTLM Development

RIGHTS AND RESPONSIBILITIES OF EMPLOYERS

ACTIVITY 4 Responsibilities of employers

The following is a list of employer responsibilities. Write an explanation as to what the

Safe working environment

Non discriminatory practices

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COMPLYING WITH RELEVANT LEGAL RESPONSIBILITIES AND ORGANISATIONAL

ACTIVITY 5 Legal responsibilities and organizational objectives

Explain in your own words or look up the meaning of the following:

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IDENTIFYING ROLES AND RESPONSIBILITIES OF COLLEAGUES

ACTIVITY 6 Roles and responsibilities of colleagues

MAINTAINING THE STANDARDS AND VALUES OF THE ORGANISATION

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ACTIVITY 7 Maintaining standards and values

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WORKING EFFECTIVELY IN THE WORKPLACE

 Working as a team member

Behavior in the workplace

Communicating in the office

Addressing visitors and clients

Dealing with management and senior staff

Communicating with colleagues

Always be pleasant and polite.

Page 13 of 26 Queens’ College TTLM Development