CIVMB_BS_T2-1_v3

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Topic

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Organisations,

teams and individuals

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Certificate IV in Finance and Mortgage Broking

Overview

Working as a mortgage broker in t

Working as a mortgage broker in the financial services industry can involve working forhe financial services industry can involve working for a large or

a large or small organisationsmall organisation. A . A comprehensive understancomprehensive understanding of ding of the organisation’sthe organisation’s structure, management, processes and polices is vital

structure, management, processes and polices is vital for success.for success.

Topic learning outcomes

On completing this topic, students should be

On completing this topic, students should be able to:able to:

•

• identify anidentify and impled implement orgment organisational anisational policies policies and proand procedurescedures

•

• demonstrate an demonstrate an ability to ability to work as work as an an effective team effective team membermember

•

• plan individuaplan individual work gl work goals to oals to ensure effensure efficient timicient time mane management,agement,

professional development and achievement of

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Part 1: I

ndividual professional development

To contribute to your team and

To contribute to your team and your organisation, you need to cultivate importantyour organisation, you need to cultivate important business skills and techniques. This

business skills and techniques. This topic covers some of these skills including:topic covers some of these skills including:

•

• effective effective business business communcommunicationication

•

• effective effective time time managementmanagement

•

• personal personal development development and and self-awarenesself-awarenesss

•

• goal sgoal setting fetting for personor personal anal and professid professional deonal developmentvelopment

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• professional professional development, development, including:including:

–

– understanding your wounderstanding your work role and responsibilitirk role and responsibilitieses –

– what KPIs are awhat KPIs are and how they are nd how they are usedused –

– professional deprofessional developmentvelopment

•

• credit credit licensing licensing requirements.requirements.

1

1 Effective

Effective

business

communica

tion

Communica

Communication is the tion is the foundation of all human relationships. In business,foundation of all human relationships. In business, effective communica

effective communication skills tion skills are crucial for are crucial for team leaders and team members alike.team leaders and team members alike. Communica

Communication is tion is how people share how people share informatiinformation, give directions, on, give directions, express feelings,express feelings, pursue relationships, and encourage and inspire others.

pursue relationships, and encourage and inspire others.

There are many aspects to business communication and a wide variety of

There are many aspects to business communication and a wide variety of resourcesresources available to assist in the

available to assist in the improvemenimprovement of communication skills. This sectiont of communication skills. This section contains some guidelines for effective communication and provides many

contains some guidelines for effective communication and provides many links tolinks to other resources.

other resources.

Further resources: Business communications

Links to a variety of articles on business communication: Links to a variety of articles on business communication:

•

• For DuFor Dummies mmies list of list of business business communiccommunication aation articles,rticles,

viewed 13 March 2017,

viewed 13 March 2017, <<http://www.dumhttp://www.dummies.commies.com/how-to/bus/how-to/business-

iness-careers/Business-Skills.html

careers/Business-Skills.html>.>.

•

• Business Balls writing Business Balls writing and coand communicating mmunicating techniques atechniques and exand examples,mples,

viewed 13 March 2017, viewed 13 March 2017, <

<http://www.busineshttp://www.businessballs.com/sballs.com/writing-commwriting-communicating.htmunicating.htm>.>.

•

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1.1 Listening

According to Adair (2010), listening ‘has been variously called the

According to Adair (2010), listening ‘has been variously called the neglected art or theneglected art or the forgotten skill in

forgotten skill in communiccommunication’. The effective communicator recognises that bothation’. The effective communicator recognises that both talking and listening are equally

talking and listening are equally important in verbal communicationimportant in verbal communication.. Listening is critical for

Listening is critical for the success of any verbal communication. The skill of the success of any verbal communication. The skill of activeactive listening (i.e.

listening (i.e. conscious listening) enhances communicconscious listening) enhances communication and teamwork because it ation and teamwork because it isis inherently respectful of the other

inherently respectful of the other person’s point of view.person’s point of view. Developing effective comm

Developing effective communication skills will unication skills will assist you in all assist you in all aspects of client andaspects of client and colleague interaction.

colleague interaction.

Barriers to listening

Some barriers to understanding what the other

Some barriers to understanding what the other person is really saying are:person is really saying are:

•

• thinking of thinking of the next the next thing you thing you want to want to say rathsay rather than er than listeninglistening

•

• personal personal biasbias

•

• making making assumptions assumptions and dand drawing rawing false false conclusionsconclusions

•

• hearing hearing only whonly what yat you waou want tnt to hearo hear

•

• prejudging prejudging the the problem problem or or the sthe solutionolution

•

• talking talking too too muchmuch

•

• being clobeing closed-minded sed-minded to ato alternatives lternatives and oand other opiniother opinionsns

•

• the the fear fear of of being being wrongwrong

•

• use use of of jargon.jargon.

Benefits of listening

By developing sound listening skills,

By developing sound listening skills, you are aiding effective communication andyou are aiding effective communication and relationship building by:

relationship building by:

•

• showing showing interest in interest in what thwhat the other e other person is person is sayingsaying

•

• paying paying full attenfull attention to tion to what what is being is being said.said.

Providing feedback lets the other person know that

Providing feedback lets the other person know that you are interested and you are interested and invites theminvites them to continue. Feedback can be:

to continue. Feedback can be:

•

• non-verbal non-verbal such as such as eye coneye contact, a tact, a smile or smile or a nod, a nod, oror

•

• verbal such verbal such as saying as saying ‘I see’ or ‘I see’ or ‘Is what y‘Is what you are saou are saying …?’ anying …?’ and repeating thd repeating thee

speaker’s messag

speaker’s message in e in your own words.your own words.

Active listening

Active listening is conscious listening. It

Active listening is conscious listening. It may involve:may involve:

•

• showing thashowing that you at you are interested re interested through verbathrough verbal or nl or non-verbal con-verbal cuesues

•

• remaining remaining neutralneutral

•

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Apply your knowledge 1: Active listening

Read the following article, watch the short vi

Read the following article, watch the short video on active listening anddeo on active listening and then answer the following questions:

then answer the following questions: Mind Tools n.d., ‘

Mind Tools n.d., ‘ Active Listening Active Listening’, Mind Tools, viewed 13 ’, Mind Tools, viewed 13 March 2017,March 2017, <

<https://www.mindhttps://www.mindtools.comtools.com/CommS/CommSkll/ActiveListeningkll/ActiveListening.htm.htm>>.. 1.

1. What What is ais active lisctive listening?tening?

2.

2. According to thAccording to the article, whae article, what are the five (5) t are the five (5) key elements ofkey elements of active listening?

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1.2

1.2 Verbal

Verbal

communication

Spoken or verbal communication is information delivered using speech. This requires Spoken or verbal communication is information delivered using speech. This requires that the message giver speaks and uses

that the message giver speaks and uses appropriate stress and tone and that theappropriate stress and tone and that the message receiver(s) listens. For successful communication to be achieved,

message receiver(s) listens. For successful communication to be achieved, both theboth the speaker and the listener(s) need to

speaker and the listener(s) need to be actively engaged.be actively engaged. Adair (2010) suggests that there

Adair (2010) suggests that there are seven characteristics of conversations. They are:are seven characteristics of conversations. They are:

•

• face face to to faceface

•

• a a two-way two-way processprocess

•

• informal informal

•

• sincere sincere and and openopen

•

• adapted adapted to to the situathe situation wtion where it here it occursoccurs

•

• constitutes constitutes a a means means to to an an endend

•

• desired desired and and enjoyable.enjoyable.

Communica

Communication tends tion tends to be effective to be effective in situations that in situations that resemble the direct resemble the direct face-to-face-to-faceface conversation and less effective the less similar they

conversation and less effective the less similar they are.are. Verbal communicati

Verbal communication skills are on skills are used in a wide used in a wide variety of business situations includingvariety of business situations including impromptu speaking, face-to-face casual conversations and telephone conversations to impromptu speaking, face-to-face casual conversations and telephone conversations to more formal speaking occasions, such as sales

more formal speaking occasions, such as sales pitches, team meetings or presentations.pitches, team meetings or presentations.

Apply your knowledge 2: Speaking in public

Read the following article on public

Read the following article on public speaking and then answer the speaking and then answer the followingfollowing question:

question:

Mind Tools n.d., ‘

Mind Tools n.d., ‘Better Better Public SpeakingPublic Speaking’, Mind Tools,’, Mind Tools, viewed 13 March 2017,

viewed 13 March 2017, <

<https://www.mindhttps://www.mindtools.comtools.com/CommS/CommSkll/PublicSpeakinkll/PublicSpeaking.htmg.htm>.>.

What are the suggested steps or tips in the article for public speaking? What are the suggested steps or tips in the article for public speaking?

Note:

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1.3 Questioning

Communica

Communication involves asking questions. Questions are tools that can tion involves asking questions. Questions are tools that can be used to helpbe used to help obtain information, build rapport and confirm understanding. Techniques to make the obtain information, build rapport and confirm understanding. Techniques to make the questioning process more effective and more

questioning process more effective and more comforcomfortable for the table for the client include:client include:

•

• asking asking one one question at question at a a timetime

•

• allowing allowing the the respondent respondent time time to to answeranswer

•

• using using different different types types of of questions.questions.

Be clear about the purpose

Be clear about the purpose of asking particular questions at a particular time.of asking particular questions at a particular time. For example, to:

For example, to:

•

• clarify if clarify if the infothe information rmation provided is provided is vague vague or incoor inconclusivenclusive

•

• fill in the fill in the gaps whgaps when more en more general infogeneral information rmation is neededis needed

•

• probe probe to to obtain obtain specific specific details.details.

There are many types of questions, with

There are many types of questions, with different functions. Some may be used at anydifferent functions. Some may be used at any time and some need only be used at certain stages.

time and some need only be used at certain stages.

Closed questions

Closed questions require short, usually one-worded answers such as yes

Closed questions require short, usually one-worded answers such as yes or no.or no. Examples of closed questions include:

Examples of closed questions include:

•

• Do Do you you agree?agree?

•

• Would Would you you like like to to continue?continue?

•

• Are you Are you happy with happy with the service the service from from your current your current adviser?adviser?

•

• What What is is the the date?date?

Closed questions are useful for: Closed questions are useful for:

•

• obtaining obtaining or or confirming confirming factual factual informationinformation

•

• confirming confirming statements statements or or opinionsopinions

•

• testing your testing your understanding understanding of what of what another another speaker haspeaker has said.s said.

Open questions

Open questions, also known

Open questions, also known as open-ended questions, open up as open-ended questions, open up communiccommunication andation and encourage a detailed answer from the listener. They begin wi

encourage a detailed answer from the listener. They begin with words such as th words such as how,how, what or why.

what or why.

Examples of open questions are: Examples of open questions are:

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Reflective questions

Reflective questioning means that you

Reflective questioning means that you take some information you gathered previously,take some information you gathered previously, and use it in

and use it in a question.a question.

Reflective questions are open questions that build

Reflective questions are open questions that build rapport and show empathy.rapport and show empathy.

They often begin with: ‘So you feel that…?’ or ‘So this experience has left you feeling …?’ They often begin with: ‘So you feel that…?’ or ‘So this experience has left you feeling …?’ Reflective questions can work very well

Reflective questions can work very well because they show that you have been because they show that you have been listeninglistening and help you to

and help you to focus on determining the exact needs of your customer.focus on determining the exact needs of your customer. When using reflective questions, it

When using reflective questions, it is important to:is important to:

•

• listen folisten for key r key words words and and underlying underlying feelingsfeelings

•

• ‘mirror b‘mirror back’ aack’ and sumnd summarise marise key words key words and feeand feelingslings

•

• not not appear appear judgemental.judgemental.

Apply your knowledge 3: Questioning techniques

Read the following article, watch the short video on questioning techniquesdeo on questioning techniques and then answer the

and then answer the following questions:following questions: Mind Tools n.d., ‘

Mind Tools n.d., ‘Questioning TechniquesQuestioning Techniques’, Mind Tools,’, Mind Tools, viewed 13 March 2017,

<https://www.mindthttps://www.mindtools.comools.com/pages/arti/pages/article/newTMC_88.hcle/newTMC_88.htmtm>.>. 1.

1. What are funneWhat are funnelling questions? When lling questions? When should you use should you use them?them?

2.

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3.

3. What are leadinWhat are leading questions? When g questions? When should you use thshould you use them?em?

4.

4. What are the usWhat are the uses of questions es of questions suggested in the asuggested in the article?rticle?

Note:

Note:_{You can access ‘Suggested answers’ for this activity at the end of}_{You can access ‘Suggested answers’ for this activity at the end of this topic.}_{this topic.}

Further resources: Verbal communication for business

A variety of articles on

A variety of articles on communicacommunicating in person:ting in person:

•

• A variety of Mind A variety of Mind Tools aTools articles on rticles on communicacommunicating in pting in person,erson,

viewed 13 March 2017,

viewed 13 March 2017, <<https://www.mindtools.com/page8.htmlhttps://www.mindtools.com/page8.html>>..

•

• An An article article on efon effective fective verbal verbal communicacommunication:tion:

The Communication Toolbox n.d., ‘

The Communication Toolbox n.d., ‘Effective verbal communicationEffective verbal communication’,’, viewed 13 March 2017,

<http://www.cohttp://www.communicationmmunicationtoolbox.comtoolbox.com/effective-v/effective-verbal-

erbal-communication.html

communication.html>.>.

1.4

1.4 Non-verbal

Non-verbal

communication

Non-verbal communic

Non-verbal communication is the ation is the communicacommunication that happens outside tion that happens outside of wordsof words or speech.

or speech.

A frequently quoted statistic is

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Apply your knowledge 4: Non-verbal communication

Read the following article, watch the short video on body language anddeo on body language and then answer the following questions:

then answer the following questions: Mind Tools n.d., ‘

Mind Tools n.d., ‘Body LanguageBody Language’, Mind Tools, viewed 13 ’, Mind Tools, viewed 13 March 2017,March 2017, <

<https://www.mindthttps://www.mindtools.comools.com/pages/arti/pages/article/Body_Langcle/Body_Language.htmuage.htm>>.. 1.

1. What is body langWhat is body language or nonuage or non-verbal com-verbal communication?munication?

2.

2. What are soWhat are some non-verbal me non-verbal cues or gestures indcues or gestures indicating defensivicating defensiveness oreness or a lack of engagement?

a lack of engagement?

3.

3. How can How can you use awareness of you use awareness of non-verbal communicatinon-verbal communication to on to be a be a moremore effective communicator?

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1.5

1.5 Written

Written

communication

Written communicatio

Written communication is any n is any form of communicaform of communication that uses the tion that uses the written word.written word. Written communication is the most common and arguably the most important mode Written communication is the most common and arguably the most important mode of business communication, particularly with the

of business communication, particularly with the increasing reliance on small textincreasing reliance on small text messages (SMS), email, social media and other forms of electronic communications. messages (SMS), email, social media and other forms of electronic communications. Good written

Good written business communicationbusiness communication::

•

• is written is written with the with the target target audience audience in min mindind

•

• is comis complete, cplete, concise, oncise, clear, clear, correct acorrect and cond courteousurteous •

• answers the answers the following following questions: questions: who, whawho, what, where, t, where, how, when how, when and whyand why

•

• uses an uses an active active rather tharather than a n a passive passive voicevoice

•

• include include examples examples and and graphics graphics as as neededneeded

•

• avoids avoids discriminatory, discriminatory, abusive abusive or ofor offensive fensive terminologyterminology

•

• provides readeprovides readers with ways rs with ways of getting of getting more informamore information on a tion on a topic when rtopic when required.equired.

Written communication is used extensively in

Written communication is used extensively in business from short communications suchbusiness from short communications such as SMS or brief

as SMS or brief emails through to detailed reports and analysis.emails through to detailed reports and analysis.

Apply your knowledge 5: Writing skills

Read the following Mind Tools article, watch the

Read the following Mind Tools article, watch the short video on writingshort video on writing skills and then

skills and then answer the following questions:answer the following questions: Mind Tools n.d., ‘

Mind Tools n.d., ‘Writing SkillsWriting Skills’, Mind Tools, viewed 13 ’, Mind Tools, viewed 13 March 2017,March 2017, <

<http://www.mindthttp://www.mindtools.com/Cools.com/CommSkll/ommSkll/WritingSkills.htmWritingSkills.htm>.>. 1.

1. How do you How do you choose the apchoose the appropriate formapropriate format for writtent for written communications?

communications?

2.

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1.6 Presentations

Presentations are a critical business skill.

Presentations are a critical business skill. You may need to make a presentation to You may need to make a presentation to sell,sell, train or

train or inform others. Presentations may involve:inform others. Presentations may involve:

•

• speaking speaking in pin public ublic to to an an audienceaudience

•

• structuring dstructuring detailed infetailed information ormation or presenor presenting coting complex mplex ideasideas •

• use of teuse of technology succhnology such as coh as computers, scremputers, screens, micropens, microphones or pubhones or public address sylic address systemsstems

•

• visual presenvisual presentation skills, tation skills, if you if you are using are using slides or slides or visual aids.visual aids.

A sales presentation structure

A suggested structure for a sales

A suggested structure for a sales presentation to a customer is outlined below.presentation to a customer is outlined below.

Successful presentations

The following are useful hints on

The following are useful hints on how to make your presentation successful:how to make your presentation successful:

•

• Create Create a a meeting meeting agenda.agenda.

•

• Start on tiStart on time. Keep me. Keep to your timto your time estimates e estimates to ensure to ensure that you kethat you keep on tracep on track.k.

•

• Respect youRespect your customersr customers. Treat them . Treat them as equals as equals and be caand be careful not to reful not to patronise thpatronise them.em.

•

• Make Make eye ceye contact ontact throughout throughout the pthe presentation.resentation.

•

• Listen actively. Listen actively. Pay attentiPay attention to the on to the client’s questionsclient’s questions, comm, comments and noents and non-verbaln-verbal

signals. Watch your audience’s facial expressions. Do they look puzzled? Do they signals. Watch your audience’s facial expressions. Do they look puzzled? Do they appear bored, distracted or are their eyes

appear bored, distracted or are their eyes glazed? Are they enthusiastic,glazed? Are they enthusiastic, nodding or excited?

nodding or excited?

•

• Be Be personable — personable — remember remember to to smile.smile. •

• Empathise wiEmpathise with the client. th the client. Demonstrate Demonstrate that you that you can relate can relate to their situato their situation.tion.

•

• Draw a vDraw a verbal picture berbal picture by using metay using metaphors, analphors, analogies or ogies or personal stopersonal stories to explaries to explain orin or

illustrate concepts or ideas. illustrate concepts or ideas.

•

• Modulate your Modulate your voice. voice. Avoid Avoid a a monotone.monotone.

•

• Monitor your Monitor your rate of rate of speech. Do speech. Do not speanot speak too fak too fast or tost or too slow.o slow.

•

• Speak Speak clearly clearly and and concisely.concisely.

•

• Use pauUse pauses to ses to help the help the client client digest imdigest important pportant points.oints.

•

• Use effUse effective visuective visual infoal information rmation to suppto support your ort your presentation.presentation.

•

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Apply your knowledge 6: Presentations

Read the following Mind Tools article on

Read the following Mind Tools article on presentationpresentations and then s and then answer theanswer the following question:

following question: Mind Tools n.d., ‘

Mind Tools n.d., ‘10 Common Presentation Mistakes10 Common Presentation Mistakes’, Mind Tools,’, Mind Tools, viewed 13 March 2017,

<https://www.mindthttps://www.mindtools.comools.com/pages/arti/pages/article/presentation-cle/presentation-mistakes.htmmistakes.htm>.>. What are the ten

What are the ten (10) common presenta(10) common presentation mistakes outlined in the tion mistakes outlined in the articlearticle and how can you

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1.7 Meetings

Meetings are an

Meetings are an important communicaimportant communication forum in tion forum in business. Regular team meetingsbusiness. Regular team meetings may be important in the

may be important in the following ways:following ways:

•

• communicate communicate ideas ideas or or informationinformation

•

• share share progress progress on on workwork •

• provide provide updates updates or or changeschanges

•

• appreciate appreciate other other colleague’s colleague’s progress progress or issuor issueses

•

• brainstorm brainstorm ideasideas

•

• ask ask questionsquestions

•

• provide provide feedback feedback or or suggestionssuggestions

•

• opportunopportunities to ities to boost boost morale and morale and bond as bond as a a team.team.

Apply your knowledge 7: Running effective meetings

Read the following Mind Tools article on

Read the following Mind Tools article on running effective meetings andrunning effective meetings and then answer the following question:

then answer the following question: Mind Tools n.d., ‘

Mind Tools n.d., ‘Running Effective MeetingsRunning Effective Meetings’, Mind Tools,’, Mind Tools, viewed 13 March 2017,

<https://www.mindthttps://www.mindtools.comools.com/CommS/CommSkll/RunningMeetingskll/RunningMeetings.htm.htm>>.. According to the article, what are t

According to the article, what are the elements to running an effectivehe elements to running an effective meeting?

meeting?

Note:

1.8

1.8 Communication

Communication

protocols

and

business

etiquette

As with any human interaction, it is a good practice to use good manners and adopt As with any human interaction, it is a good practice to use good manners and adopt professional etiquette in work situations.

professional etiquette in work situations.

Make appropriate use of phone greetings, writing emails, leaving voice messages and Make appropriate use of phone greetings, writing emails, leaving voice messages and sending instant messages when communicating with team members. Avoid

sending instant messages when communicating with team members. Avoid usingusing colloquialisms, expletives or inappropriate

colloquialisms, expletives or inappropriate language.language.

Display appreciation for team members’ efforts appropriately. Take care

Display appreciation for team members’ efforts appropriately. Take care with sensitivewith sensitive and confidential

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Further resources: Communication protocols and

business etiquette

•

• Mind Mind Tools Tools n.d.,n.d., Good manners in the office,Good manners in the office, Mind Tools,Mind Tools,

viewed 13 March 2017, viewed 13 March 2017, <

<https://www.mindthttps://www.mindtools.comools.com/pages/artic/pages/article/newCDV_8le/newCDV_82.htm2.htm>>..

•

• Giang, Giang, V V 2013a,2013a, 15 business etiquette rules every professional needs to15 business etiquette rules every professional needs to

know,

know, Business Insider Australia, 31 July, viewed 13 Business Insider Australia, 31 July, viewed 13 March 2017,March 2017, <

< http://www.businesshttp://www.businessinsider.com.auinsider.com.au/business-etiquette-y/business-etiquette-you-need-to-

ou-need-to-know-2013-7?op=1#but-dont-worry-too-much-if-you-make-a-mistake-16

know-2013-7?op=1#but-dont-worry-too-much-if-you-make-a-mistake-16 >.>.

•

• Giang, Giang, V V 2013b,2013b, 15 communication etiquette rules every professional15 communication etiquette rules every professional

needs to know,

needs to know, Business Insider Australia, 19 December,Business Insider Australia, 19 December, viewed 13 March 2017,

<http://www.businesshttp://www.businessinsider.com.auinsider.com.au/professiona/professional-communl-communication-

ication-etiquette-rules-2013-12

etiquette-rules-2013-12>.>.

•

• Business ManagemBusiness Management ent Daily Daily n.d.,n.d., 14 tips on business etiquette:14 tips on business etiquette:

setting a professional tone with co-workers, clients and customers, setting a professional tone with co-workers, clients and customers, Business Management Daily, viewed 13 March

Business Management Daily, viewed 13 March 2017,2017, <

<http://www.businesshttp://www.businessmanagemenmanagementdaily.com/gtdaily.com/glp/28411/Blp/28411/Business-

usiness-Etiquette.html

Etiquette.html>>..

1.9

1.9 Cross-cultural

Cross-cultural

communication

The following tips will

The following tips will help you communicate more effectively with individuals andhelp you communicate more effectively with individuals and groups from

groups from different cultural backgrounds:different cultural backgrounds:

•

• Always Always respect respect cultural cultural and and individual individual differences.differences.

•

• Avoid Avoid cultural cultural stereotyping.stereotyping.

•

• Keep your laKeep your language singuage simple, clear mple, clear and to and to the point, espthe point, especially if the ecially if the other person’sother person’s

understanding of English is limited or

understanding of English is limited or the subject matter is technical.the subject matter is technical.

•

• Speak cleaSpeak clearly and slorly and slowly, but not in wly, but not in a patronisina patronising way. A g way. A limited understandlimited understanding ofing of

English or the topic does not mean the person is unintelligent. English or the topic does not mean the person is unintelligent.

•

• Be patient. FBe patient. For most or most people, copeople, communicating mmunicating in their non-in their non-native languanative language requiresge requires

great concentration, particularly when dealing with

great concentration, particularly when dealing with new concepts.new concepts.

•

• Use gestureUse gestures and s and visual infovisual information rmation to help to help explain yexplain your messaour message.ge.

•

• Check to see hoCheck to see how much is understow much is understood. Look out fod. Look out for signs that your or signs that your message hamessage has nots not

been understood and clarify or paraphrase if necessary. been understood and clarify or paraphrase if necessary.

•

• Avoid using Avoid using slang slang or jargon or jargon that migthat might be mht be misunderstood.isunderstood.

•

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2 Effective

Effective

time

management

With the pace of

With the pace of change and the demands of work and personal life change and the demands of work and personal life being as great asbeing as great as they are, you need to use the limited time available to best advantage. Unless you do they are, you need to use the limited time available to best advantage. Unless you do this, you are

this, you are at a significant personal and professional disadvantagat a significant personal and professional disadvantage.e.

2.1

2.1 Benefits

Benefits

of

effective

time

management

The benefits of managing your time effectively are obvious and manifold, including: The benefits of managing your time effectively are obvious and manifold, including:

•

• submission submission of wof work on ork on time atime and mend meeting deaeting deadlinesdlines

•

• avoiding lasavoiding last-minute panic t-minute panic so you expso you experience lower erience lower stress and stress and less confless conflict with worklict with work

colleagues or managers colleagues or managers

•

• the ability to the ability to focus ofocus on less urgn less urgent but possibly ent but possibly more impomore important activirtant activitiesties

•

• potentially potentially increased increased leisure leisure time.time.

2.2

2.2 Assess

Assess

your

time

management

capabilities

Apply your knowledge 8: Assess your time management capabilities

Take a moment to

Take a moment to assess your current time assess your current time managemmanagement capabilities usingent capabilities using the quiz provided in the

the quiz provided in the following article:following article: Mind Tools n.d., ‘

Mind Tools n.d., ‘How Good is Your Time Management? How Good is Your Time Management? ’, Mind Tools,’, Mind Tools, viewed 13 March 2017,

<https://www.mindhttps://www.mindtools.comtools.com/pages/arti/pages/article/newHTE_8cle/newHTE_88.htm8.htm>.>. 1.

1. Note your quiz sNote your quiz score and any sucore and any suggested ways tggested ways to improve yoo improve your timeur time managem

management ent capabilities.capabilities.

2.

2. What are your sWhat are your strengths and weatrengths and weaknesses in relation knesses in relation to timeto time managem

management? How can you ent? How can you strengthen the areas of strengthen the areas of weakness?weakness?

Note:

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2.3

2.3 The

The

Pareto

principle

The Pareto principle or 80/20 rule

The Pareto principle or 80/20 rule was developed by a 19th was developed by a 19th century economist andcentury economist and philosopher Vilfredo Pareto. The principle states that 80% of

philosopher Vilfredo Pareto. The principle states that 80% of the results come fromthe results come from 20% of the items or

20% of the items or effort.effort.

The 80/20 rule is often stated as a common rule of thumb, or benchmark measure, The 80/20 rule is often stated as a common rule of thumb, or benchmark measure, indicating that the majority of results

indicating that the majority of results achieved by any work group or achieved by any work group or individual areindividual are achieved by a relatively small number of

achieved by a relatively small number of items of work. For example, it is items of work. For example, it is commoncommonlyly observed that:

observed that:

•

• 80% of 80% of sales come sales come from from 20% 20% of of clientsclients

•

• 80% of w80% of world’s resources orld’s resources or riches aor riches are owned bre owned by 20% of y 20% of the populatiothe populationn

•

• 80% of 80% of a coa company's complaints come mpany's complaints come from 20% from 20% of its of its customers.customers.

While the ratio is

While the ratio is not always exactly 80:20, there is a broad pattern of not always exactly 80:20, there is a broad pattern of agreement toagreement to this principle.

this principle.

By applying the Pareto principle, you

By applying the Pareto principle, you can concentrate as much of your time and energycan concentrate as much of your time and energy as possible on the

as possible on the high-payoff tasks.high-payoff tasks.

Apply your knowledge 9: The Pareto principle and

time management

Think about how the Pareto principle might apply to you, your work Think about how the Pareto principle might apply to you, your work and time management.

and time management.

Note:

Note:_{This activity requires independent research, therefore no suggested answers are provided.}_{This activity requires independent research, therefore no suggested answers are provided.}

Further resources: Pareto principle and time management

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2.4

2.4 Common

Common

time

wasters

Some common time wasters are described below. Some common time wasters are described below.

Interruptions

Interruptions come in many forms including phone calls, non-urgent emails, Interruptions come in many forms including phone calls, non-urgent emails, instant messages, chat requests, or simply idle chatter with

instant messages, chat requests, or simply idle chatter with a colleague.a colleague. Interruptions can take your attention away from work requiring

Interruptions can take your attention away from work requiring concentration orconcentration or detailed thought, or from more important tasks to focus on

detailed thought, or from more important tasks to focus on urgent but possibly lessurgent but possibly less important activities.

important activities.

Ineffective or meandering meetings

Most of us have been unfortunate enough to be in a meeting where the time was not Most of us have been unfortunate enough to be in a meeting where the time was not used effectively. Perhaps there was no agenda, objective or chairperson or perhaps used effectively. Perhaps there was no agenda, objective or chairperson or perhaps there was

there was no effective managemenno effective management of t of the meeting participants. Ineffective meetingsthe meeting participants. Ineffective meetings waste everyone’s time, frustrate the participants and make it

waste everyone’s time, frustrate the participants and make it harder to achieve dailyharder to achieve daily work goals.

work goals.

Procrastination

When faced with difficult decisions, many people are unable

When faced with difficult decisions, many people are unable to make a choice.to make a choice. While many decisions require thought and perhaps investigation of options, While many decisions require thought and perhaps investigation of options, procrastination is the habit of

procrastination is the habit of delaying, or avoidance of decisive action.delaying, or avoidance of decisive action.

Sometimes people are afraid of making a mistake or may feel overwhelmed when Sometimes people are afraid of making a mistake or may feel overwhelmed when required to make a decision — some people are just in the habit of avoiding required to make a decision — some people are just in the habit of avoiding responsibility. Either way, procrastinating about decisions is a common way to responsibility. Either way, procrastinating about decisions is a common way to waste time.

waste time.

Lack of planning or prioritisation

A lack of planning and

A lack of planning and prioritisation means you can end up avoiding work that prioritisation means you can end up avoiding work that is urgentis urgent or important and spending time on

or important and spending time on matters that are relatively unimportant or minor.matters that are relatively unimportant or minor.

Other time-wasting activities or

behaviours

Some of the

Some of the other indications of time-wasting behaviour include:other indications of time-wasting behaviour include:

•

• Disorganised Disorganised or cluttered or cluttered workspaces workspaces can be dacan be dangerous due ngerous due to trip hazato trip hazards or evenrds or even

harbour pathogenic bacteria from discard

harbour pathogenic bacteria from discarded food or drinks. ed food or drinks. It can also be It can also be a majora major source of time wasting when you are required to find items quickly, or a colleague is source of time wasting when you are required to find items quickly, or a colleague is required to find items

required to find items in your absence.in your absence.

•

• Personal coPersonal communications mmunications or social netwoor social networking — manrking — many people make usy people make use of theire of their

own mobile phones or other technology to keep in

own mobile phones or other technology to keep in touch with friends, use socialtouch with friends, use social networking sites or complete other personal business, such as banking or

networking sites or complete other personal business, such as banking or shopping.shopping. These can be a

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Apply your knowledge 10: Identifying and overcoming

Apply your knowledge 10: Identifying and overcoming time wasterstime wasters

Time

Time waster waster What What I I can can do do about about itit

Interruptions Interruptions Ineffective meetings Ineffective meetings Procrastination Procrastination

Lack of planning or prioritisation Lack of planning or prioritisation

Note:

2.5

2.5 Stephen

Stephen

Covey

and

time

management

theory

Stephen Covey identified four different generations of time management theory in his Stephen Covey identified four different generations of time management theory in his book

book The 7 Habits of Highly Effective PeopleThe 7 Habits of Highly Effective People (Covey 2004):(Covey 2004):

•

• first first generation generation — — checklistschecklists

•

• second second generation generation — — diaries diaries and and calendarscalendars

third g

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2.6

2.6 Covey’s

Covey’s

time

management

matrix

Covey’s time management matrix shown below is a model to help focus attention on Covey’s time management matrix shown below is a model to help focus attention on important issues that are based on t

important issues that are based on the four quadrants (I–IV).he four quadrants (I–IV).

Covey differentiates between urgent and important tasks. If a matter

Covey differentiates between urgent and important tasks. If a matter is urgent,is urgent, it requires

it requires immediatimmediate attention. If a e attention. If a matter is important, the activity has an matter is important, the activity has an impact onimpact on results and outcomes, or contributes to high priority

results and outcomes, or contributes to high priority goals.goals. Thus the ideal

Thus the ideal focus for the majority of your attention is focus for the majority of your attention is at Quadrant II, the important,at Quadrant II, the important, non-urgent tasks. non-urgent tasks. Source: Covey 2004. Source: Covey 2004.

Urgent matters

Because people tend to react to

Because people tend to react to urgent matters immediately, they can be a disruptingurgent matters immediately, they can be a disrupting influence on our time management. Often, urgent matters can be avoided with

influence on our time management. Often, urgent matters can be avoided with advanceadvance planning and consideration, while at other times they

planning and consideration, while at other times they are unavoidable.are unavoidable.

Important matters

Important matters are not necessarily

Important matters are not necessarily urgent and therefore you urgent and therefore you can demonstrate morecan demonstrate more initiative in their

initiative in their completiocompletion. By n. By not attending to important matters in a timely not attending to important matters in a timely andand planned way, you can easily reach the situation of having to deal with a matter that is planned way, you can easily reach the situation of having to deal with a matter that is both urgent and important.

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What do the four quadrants mean?

Once you have differentiated between the types of

Once you have differentiated between the types of tasks you are faced with, you tasks you are faced with, you cancan make a decision about how to

make a decision about how to deal with these tasks (i.e. deal with these tasks (i.e. do, decide, delegate or dump).do, decide, delegate or dump). The table below demonstrates the likely

The table below demonstrates the likely results of spending most of your time results of spending most of your time in anyin any one of the quadrants of

one of the quadrants of the time management matrix.the time management matrix.

Quadrant

Quadrant I I Quadrant Quadrant IIII

• • Stress Stress •

• Burnout Burnout •

• Crisis management Crisis management •

• Always putAlways putting out ting out firesfires

•

• Gain vision Gain vision and perspectiveand perspective • • Balance Balance • • Discipline Discipline • • Control Control •

• Fewer crises Fewer crises

Quadrant

Quadrant III III Quadrant Quadrant IVIV

•

• Short-term focus Short-term focus •

• Crisis management Crisis management •

• Reputation as Reputation as changeable or directichangeable or directionlessonless •

• See goals See goals and plans as and plans as worthlessworthless •

• Feel victimised Feel victimised or out of controlor out of control •

• Shallow and Shallow and broken relationshipsbroken relationships

•

• Irresponsibility Irresponsibility •

• Being dependent Being dependent on otherson others •

• Seen as Seen as not crediblenot credible

Apply your knowledge 11: The time

Apply your knowledge 11: The time management matrix andmanagement matrix and

your work activities

Think about the activities you undertake and the issues you need to deal Think about the activities you undertake and the issues you need to deal with at work over a week or two. Allocate these activities to a quadrant in with at work over a week or two. Allocate these activities to a quadrant in the table below.

the table below.

I

I — — Urgent Urgent and and important important tasks tasks II II — — Less Less urgent urgent and and important important taskstasks

III

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1

1.

1. Where is mWhere is most of yost of your time our time spent?spent?

2.

2. You will have seeYou will have seen that the ideal plan that the ideal place in the matrix in ce in the matrix in which to spendwhich to spend most of your time is

most of your time is Quadrant II. What strategies can you think of Quadrant II. What strategies can you think of toto move yourself to Quadrant II?

move yourself to Quadrant II?

Note:

Note:_{This activity requires independent research, therefore no suggested answers are provided.}_{This activity requires independent research, therefore no suggested answers are provided.}

Moving to Quadrant II

Focus on prevention rather than prioritising the

Focus on prevention rather than prioritising the particular crises you need to deal withparticular crises you need to deal with each day. This can

each day. This can be done by organising regularly and then be done by organising regularly and then adapting and prioritising asadapting and prioritising as the need arises.

the need arises. If you can organise weekly it If you can organise weekly it provides balance and context forprovides balance and context for decision making.

decision making.

To move to Quadrant II, address the

To move to Quadrant II, address the following importanfollowing important criteria:t criteria:

•

• Alignment: Alignment: Align your vision and mission; roles and goals; priorities and plans; Align your vision and mission; roles and goals; priorities and plans;

and desires and disciplines. and desires and disciplines.

•

• Balance: Balance: Your health, family, professional career and personal development must be Your health, family, professional career and personal development must be

included. True effectiveness requires balance. Life is more t

included. True effectiveness requires balance. Life is more than just your ‘work life’.han just your ‘work life’.

•

• People People and and flexibilityflexibility:: Dealing with time Dealing with time leads to efficiency. Dealing with peopleleads to efficiency. Dealing with people

leads to

leads to effectivenesseffectiveness..

There are times when schedules will need to be put

There are times when schedules will need to be put aside for people. You need to acceptaside for people. You need to accept this reality to avoid feelings of guilt if a schedule is

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2.7

2.7 Time

Time

management

case

studies

Apply your knowledge 12: Case study 1

Caroline works in the

Caroline works in the customer service section of Big Bank Australia. She iscustomer service section of Big Bank Australia. She is a senior member of staff and has a number of tasks to deal with every day, a senior member of staff and has a number of tasks to deal with every day, such as

such as logging and monitoring customer enquiries, cross-sales targets tologging and monitoring customer enquiries, cross-sales targets to meet, staff training, answering complex customer queries and dealing with meet, staff training, answering complex customer queries and dealing with customer complaints.

customer complaints.

She has good working relationships with

She has good working relationships with her colleagues and makes herselfher colleagues and makes herself available to help them with

available to help them with their work (and sometimes personal) problems.their work (and sometimes personal) problems. Some of Caroline’s colleagues are frequent visitors to her desk

Some of Caroline’s colleagues are frequent visitors to her desk with onewith one problem or another.

problem or another.

Caroline sees maintaining good relationships with her colleagues as being Caroline sees maintaining good relationships with her colleagues as being very important and always manages to find the

very important and always manages to find the time to help everyone withtime to help everyone with their problems. The downside of this is that she often falls behind with their problems. The downside of this is that she often falls behind with her other duties. This means she needs to work late at times and often her other duties. This means she needs to work late at times and often feels stressed.

feels stressed.

Consider Caroline’s situation and then answer the

Consider Caroline’s situation and then answer the questions below.questions below. 1.

1. Caroline has aCaroline has an effective ren effective relationship with her collelationship with her colleagues.agues. However, the way she deals with

However, the way she deals with issues raised by her colleagues couldissues raised by her colleagues could have detrimental effects. List some of the possible effects this

have detrimental effects. List some of the possible effects this couldcould have on Caroline’s work and personal life.

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1

2.

2. How can CarolinHow can Caroline change her current work style to help her to overce change her current work style to help her to overcomeome stress but maintain good relationships with her

stress but maintain good relationships with her colleaguecolleagues?s?

3.

3. Given your responGiven your response to the abovse to the above question, what we question, what would be yourould be your suggested way for Caroline to implement the desired changes? suggested way for Caroline to implement the desired changes?

Note:

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Apply your knowledge 13: Case study 2

Michael is a loan officer with Big Bank Australia. He has been working on Michael is a loan officer with Big Bank Australia. He has been working on assessing a loan proposal for a number of days. The proposal is from one assessing a loan proposal for a number of days. The proposal is from one of the bank’s valuable customers who wants to

of the bank’s valuable customers who wants to purchase a new home.purchase a new home. Michael has yet to write

Michael has yet to write a loan submission to his credit a loan submission to his credit manager seekingmanager seeking approval.

approval.

He has been stalling on

He has been stalling on preparing the loan submission because the client’spreparing the loan submission because the client’s income is complex and he does not really know how to analyse it to

income is complex and he does not really know how to analyse it to determine if the client

determine if the client can afford to purchase the property. The propertycan afford to purchase the property. The property goes to auction at 3 pm today and the customer is anxious to find out goes to auction at 3 pm today and the customer is anxious to find out whether he is able to bid

whether he is able to bid at the auction. Michael has spoken to theat the auction. Michael has spoken to the customer this morning and promised to give him

customer this morning and promised to give him an answer before midday.an answer before midday. It is now 10 am and Michael receives a call from his son’s school to say that It is now 10 am and Michael receives a call from his son’s school to say that his son has been in an accident and has been taken to hospital. He is

his son has been in an accident and has been taken to hospital. He is advised to go to t

advised to go to the hospital as quickly as he hospital as quickly as possible. Analyse Michael’spossible. Analyse Michael’s situation and then address the

situation and then address the questions below.questions below. 1.

1. What should MichaWhat should Michael do immedel do immediately in relation to iately in relation to the outstandingthe outstanding loan proposal?

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2

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1

2.

2. What should MichWhat should Michael have donael have done differently to ave differently to avoid the currentoid the current predicament?

predicament?

3.

3. List some of List some of the possible cothe possible consequences if Micnsequences if Michael is unable to hael is unable to provideprovide his valuable client with a decision in time to bid

his valuable client with a decision in time to bid at the auction.at the auction.

Note:

Further resources: Time management

•

• Stephen Stephen Covey’s Covey’s website, website, viewed viewed 13 M13 March arch 2017,2017,

<

<https://www.stephencovey.comhttps://www.stephencovey.com>>..

•

• A variety of articles A variety of articles on timon time manae management gement techniques atechniques and tips:nd tips:

–

– Mind Tools n.d., ‘Mind Tools n.d., ‘Time Management Time Management ’, Mind Tools,’, Mind Tools, viewed 13 March 2017,

<https://www.mindtools.com/pages/main/newMN_HTE.htmhttps://www.mindtools.com/pages/main/newMN_HTE.htm>.>. –

– Business Balls n.d., ‘Business Balls n.d., ‘Time management techniques and systemsTime management techniques and systems’,’, Mind Tools, viewed 13 March 2017,

Mind Tools, viewed 13 March 2017, <

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3

3 Personal

Personal

development

and

self-awarenes

s

By objectively assessing your competencies, values, needs and how you do things, By objectively assessing your competencies, values, needs and how you do things, you can gain self-awareness in both your personal and professional life.

you can gain self-awareness in both your personal and professional life.

Once you achieve self-awareness, you can determine your goals and priorities and start Once you achieve self-awareness, you can determine your goals and priorities and start constructing a work and personal lifestyle that is

constructing a work and personal lifestyle that is consistent with your real needs.consistent with your real needs. Inconsistency between your real needs and your

Inconsistency between your real needs and your goals can lead to feelings of stress andgoals can lead to feelings of stress and a lack of fulfilment.

a lack of fulfilment.

The diagram below shows how self-awareness is at the core of self-management. The diagram below shows how self-awareness is at the core of self-management.

Source: Whetten & Cameron 2004. Source: Whetten & Cameron 2004.

3.1

3.1 The

The

Johari

Window

Self-awarenes

Self-awareness is s is about understanding:about understanding:

•

• how how others others see see youyou

•

• how how you you see see yourselfyourself

•

• the similarities the similarities and differeand differences betwences between those en those two views two views or perspectior perspectives.ves.

Joseph Luft and Harry Ingham developed the Johari Window

Joseph Luft and Harry Ingham developed the Johari Window in 1955. The tool is in 1955. The tool is a usefula useful visual representation of a person's character and is represented with

visual representation of a person's character and is represented with a four-quadranta four-quadrant grid as shown above.

grid as shown above.

The Johari Window provides a way

The Johari Window provides a way of thinking about the different parts of of thinking about the different parts of yourself.yourself. According to the Johari Window, we all

According to the Johari Window, we all have:have:

•

• an an open open selfself

•

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1

A person is at his or

A person is at his or her most creative when the open self is maximised. Increasinher most creative when the open self is maximised. Increasing theg the open self can lead the

open self can lead the way to a character change. Obtain feedback to decrease the blindway to a character change. Obtain feedback to decrease the blind self and decrease the hidden

self and decrease the hidden self through self-disclosure and through engagemenself through self-disclosure and through engagement andt and sharing with others.

sharing with others.

Hidden self

Your hidden self is what you know about yourself but that you hide

Your hidden self is what you know about yourself but that you hide from others.from others. A person with a large hidden self could be seen as unwilling to

A person with a large hidden self could be seen as unwilling to disclose, while someondisclose, while someonee with a small

with a small hidden self might be seen hidden self might be seen as disclosing too much. Most of us fit as disclosing too much. Most of us fit somewheresomewhere between these two extremes, revealing certain things but keeping other

between these two extremes, revealing certain things but keeping other things hidden.things hidden.

Blind self

The blind self refers to all of the

The blind self refers to all of the things that other people know about you but that youthings that other people know about you but that you cannot see yourself. Most of us

cannot see yourself. Most of us have come across people who appear to be oblivious tohave come across people who appear to be oblivious to their (good or bad) habits and behaviour — these are usually people with a large blind self. their (good or bad) habits and behaviour — these are usually people with a large blind self. People who fear their blind

People who fear their blind self may continually seek reinforcement or reassurance.self may continually seek reinforcement or reassurance.

Unknown self

The unknown self is that part that neither you nor other

The unknown self is that part that neither you nor other people are aware of.people are aware of. The unknown self might be

The unknown self might be revealed in extreme circumstances or clinically,revealed in extreme circumstances or clinically, through psychological analysis or hypnosis.

through psychological analysis or hypnosis.

The theory states that you cannot change the unknown self, but be aware that it does The theory states that you cannot change the unknown self, but be aware that it does exist in you and in others.

exist in you and in others.

Using the Johari

Window to develop self-awareness

Achieving an adequate level of self-awareness helps you to

Achieving an adequate level of self-awareness helps you to develop personal anddevelop personal and business relationships that are satisfying and beneficial. When you have

business relationships that are satisfying and beneficial. When you have becomebecome self-aware, you are accepting of your own character traits and are

self-aware, you are accepting of your own character traits and are more able to expressmore able to express your needs to others.

your needs to others.

The Johari Window theory suggests ways to help

The Johari Window theory suggests ways to help you develop these abilities:you develop these abilities:

•

• Be Be self-questioning, self-questioning, posing posing questions questions such such as:as:

–

– What do I wanWhat do I want to get out of t to get out of this relationship?this relationship? –

– What direction do I What direction do I want to take in want to take in my career?my career? –

– What obstaclWhat obstacles am I putting in mes am I putting in my way?y way?

•

• Listen to feedbListen to feedback. In eack. In every interaction, very interaction, people capeople can provide yn provide you with valuaou with valuableble

feedback, in both what is

feedback, in both what is said and how they behave towards you. said and how they behave towards you. This feedback canThis feedback can help you to see yourself as they see you. Take note of feedback and give it careful help you to see yourself as they see you. Take note of feedback and give it careful consideration and

consideration and analysis.analysis.

•

• Ask others aAsk others about yourselfbout yourself. You can . You can seek informseek information aation about yourself bout yourself from othfrom others toers to

try and reduce your blind self. Do not overuse this strategy because you might be try and reduce your blind self. Do not overuse this strategy because you might be seen to be anxious and

seen to be anxious and needing reassurance.needing reassurance.

•

• Increase your Increase your open self. Bopen self. By increasing thy increasing the amount e amount you are willing you are willing to reveal ato reveal aboutbout

yourself, you may also learn more about yourself. By doing

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Apply your knowledge 14: The Johari Window

Read the article on t

Read the article on the Johari Window below and answer the he Johari Window below and answer the followingfollowing questions:

questions:

Mind Tools n.d., ‘

Mind Tools n.d., ‘The Johari Window The Johari Window ’, Mind Tools, viewed 13 ’, Mind Tools, viewed 13 March 2017,March 2017, <

<https://www.mindthttps://www.mindtools.comools.com/CommS/CommSkll/JohariWindow.htkll/JohariWindow.htmm>.>. 1.

1. How can the How can the Johari Window bJohari Window be used with a teae used with a team?m?

2.

CIVMB_BS_T2-1_v3

Topic

Topic

2-1:

2-1:

Organisations,

Organisations,

teams and individuals

Certificate IV in Finance and Mortgage Broking

Certificate IV in Finance and Mortgage Broking

Contents

Contents

Overview

Overview

Topic learning outcomes

Topic learning outcomes

Part 1: I

Part 1: I

ndividual professional development

ndividual professional development

1

1

Effective

Effective

business

business

communica

communica

tion

tion

1.1

Listening

1.1

Listening

Barriers to listening

Barriers to listening

Benefits of listening

Benefits of listening

Active listening

Active listening

1.2

1.2

Verbal

Verbal

communication

communication

1.3

Questioning

1.3

Questioning

Closed questions

Closed questions

Open questions

Open questions

Reflective questions

Reflective questions

1.4

1.4

Non-verbal

Non-verbal

communication

communication

1.5

1.5

Written

Written

communication

communication

1.6

Presentations

1.6

Presentations

A sales presentation structure

A sales presentation structure

Successful presentations

Successful presentations

1.7

Meetings

1.7

Meetings