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Work Ethics And Practices

Office Administration · Level 5  ·  6 Chapters

Compiled by: Jane Jemutai

Can I download Work Ethics And Practices notes as a PDF?

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What Work Ethics And Practices covers

Six strands make up Work Ethics and Practices in Office Administration Level 5: self-management, ethics, teamwork, growth, problem solving and customer care. Self-management covers self-awareness, vision and goals, a healthy lifestyle, emotional intelligence, stress, assertiveness, self-esteem, time management and performance targets. Ethics covers integrity, core values, professionalism and codes of conduct. Teamwork covers team building, benefits, conflict resolution and workplace relationships. Learners also assess training needs, follow a problem-solving process and practise customer care through identifying needs, feedback and resolving concerns, all in the setting of an office.

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Careers after Work Ethics And Practices

An office runs well when its staff are punctual, honest and easy to work with, and this unit trains those qualities.

  • Reception and front desks in county offices - You identify visitors' needs, apply the qualities of good customer service, resolve their concerns politely, and observe the organization's policies.
  • Secretarial pools in private firms in Nairobi - You manage your time and attendance, meet performance targets, share duties within the team, and settle conflicts early.
  • Administrative assistant posts in schools - You show integrity with confidential matters, cope with work stress, use emotional intelligence, and keep good relationships with staff and parents.
  • Office supervision trainee roles - You assess training needs, mobilise training resources, and coach newer colleagues.
  • Self-employed secretarial bureaus - You set goals, make decisions with a clear process, and keep customers through reliable service.

Licences, certifications and on-the-job learning give you ways to advance.

Chapters

1
Apply self-management skills
12 topics
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2
Promote Ethical Practices and Values
6 topics
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3
Promote Teamwork
13 topics
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4
Maintain professional and personal development
10 topics
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5
Apply Problem-solving skills
5 topics
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6
Promote Customer Care
6 topics
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What Work Ethics And Practices covers: 50 main topics in 6 chapters

1. Apply self-management skills

  1. 1.1 Self-awareness
  2. 1.2 Formulating personal vision, mission, and goals
  3. 1.3 Healthy lifestyle practices
  4. 1.4 Strategies for overcoming work challenges
  5. 1.5 Emotional intelligence
  6. 1.6 Coping with Work Stress
  7. 1.7 Assertiveness versus aggressiveness and passiveness
  8. 1.8 Developing and maintaining high self-esteem
  9. 1.9 Developing and maintaining positive self-image
  10. 1.10 Time management
  11. 1.11 Setting performance targets
  12. 1.12 Monitoring and evaluating performance targets

2. Promote Ethical Practices and Values

  1. 2.1 Integrity
  2. 2.2 Core Values, ethics and beliefs
  3. 2.3 Patriotism
  4. 2.4 Professionalism
  5. 2.5 Organizational codes of conduct
  6. 2.6 Industry policies and procedures

3. Promote Teamwork

  1. 3.1 Types of teams
  2. 3.2 Team building
  3. 3.3 Individual responsibilities in a team
  4. 3.4 Benefits of teamwork
  5. 3.5 Qualities of a team player Leading a team
  6. 3.6 Team performance and evaluation
  7. 3.7 Conflicts and conflict resolution
  8. 3.8 Gender and diversity mainstreaming
  9. 3.9 Developing Healthy workplace relationships
  10. 3.10 Adaptability and flexibility
  11. 3.11 Coaching and mentoring skills

4. Maintain professional and personal development

  1. 4.1 Personal vs professional development and growth
  2. 4.2 Avenues for professional growth
  3. 4.3 Recognizing career advancement
  4. 4.4 Training and career opportunities
  5. 4.5 Assessing training needs
  6. 4.6 Mobilizing training resources
  7. 4.7 Licenses and certifications for professional growth and development
  8. 4.8 Pursuing personal and organizational goals
  9. 4.9 Managing work priorities and commitments
  10. 4.10 Dynamism and on-the-job learning

5. Apply Problem-solving skills

  1. 5.1 Causes of problems
  2. 5.2 Methods of solving problems
  3. 5.3 Problem-solving process
  4. 5.4 Decision making
  5. 5.5 Creative thinking and critical thinking process in development of innovative and practical solutions

6. Promote Customer Care

  1. 6.1 Identifying customer needs
  2. 6.2 Qualities of good customer service
  3. 6.3 Customer feedback methods
  4. 6.4 Resolving customer concerns
  5. 6.5 Customer outreach programs
  6. 6.6 Customer retention

Revise this unit

Exam-style questions 84 Written to CDACC standard, with answers Test yourself 238 Multiple-choice, one at a time Practise questions 118 Quick recall — check you know the facts
3 more for this unit
Oral exam preparation 57 What the assessor asks, and how to answer out loud Worked calculations 20 Step-by-step maths with the common mistakes Quick cards 1,188 Myth busters, skill tips and scenarios

Beyond the syllabus

Decision simulator 6 On site, what would you do? Workplace scenarios 61 Real site situations — what would you do? Turn this into income 24 Where this skill earns — what to charge, how to find clients

Other units in Module III