Chapter 1: Organising your work schedule

business services
resources
LEARNER GUIDE

BSBCMN202A
Organise and
complete daily
work activities


 Table of contents
Welcome iv
Introduction to Organise and complete daily work activities vii
Chapter 1: Organising your work schedule 1
Identifying your tasks 2
Negotiating with others to complete tasks 5
Planning your work 7
Prioritising your tasks 10
Tools for managing your time effectively 12
Chapter 2: Completing work tasks 17
Completing tasks within timeframes 18
Adhering to organisational requirements 19
Identifying and responding to problems 24
Taking advantage of technology 26
Chapter 3: Reviewing your work performance 30
Monitoring your work performance 31
Seeking feedback on work performance 31
Adjusting your work performance 35
Seeking opportunities to improve your skills 35
Planning to improve your skills 36
Conclusion 41
Appendix One: Task Sheet 42
Glossary 43


 How to
use this
guide
Welcome to the Learner Guide for the following unit of competency:

BSBCMN202A Organise and complete daily work activities

This guide is designed for learners who wish to gain the skills and knowledge required
to achieve competency in this unit.

About Organise and complete daily work activities

This unit covers the skills and knowledge required to organise and complete work
activities, and obtain feedback on work performance. This unit consists of the following
elements and performance criteria. These are the skills and knowledge you need to
achieve competence in this unit.

Element 1. Organise work schedule

1.1 Work goals and plans are negotiated and agreed upon with colleagues  

1.2 Work goals and plans reflect the organisation’s and workgroup’s plans,

responsibilities and accountabilities  

1.3 Workload is assessed and prioritised within allocated timeframes  

Element 2. Complete work tasks

2.1 Tasks are completed within designated timelines and in accordance with
organisational requirements   

2.2 Assistance is sought from supervisors and/or colleagues when difficulties arise
in achieving allocated tasks  

2.3 Factors affecting work requirements are identified and appropriate action taken  

2.4 Business technology is used efficiently and effectively to complete work tasks  

Element 3. Review work performance

3.1 Own work is monitored and adjusted according to feedback obtained through
supervision and comparison with established team and organisational
standards  

3.2 Opportunities for improvement are identified and planned in liaison with
colleagues  


BSBCMN202A - Organise and complete daily work activities

About the Learner Guide

This Learner Guide is suitable for a range of learning situations, including:
• workplace-based learning
• classroom learning
• blended workplace/classroom learning
• self-paced and/or flexible learning.
It is recommended that you read the material and attempt all activities, as this will
enable you to complete the unit competently and confidently. Completing the activities
will gradually build the skills necessary to gain competency in this unit. However, your
teacher or assessor may identify certain activities that will suit your particular learning
situation.
Assignments or case studies appear at the end of most chapters. These assignments
are consolidation activities that incorporate the topics discussed in that chapter, and
are designed to address the performance criteria for an element. They can also be used
as a way of assessing your own progress through the unit.

Completing the activities

Many of the activities throughout this Guide require you to access your organisation’s
documents, such as policy and procedures manuals, etc. If you are currently not
employed with an organisation, you will need to access these documents from the
educational institution in which you are enrolled. Alternatively, many educational
institutions make organisational documents available on the Internet, which can be
located by conducting a search for a particular document (such as ‘HR manual’ or
‘Employee Manual’). It is recommended that your responses to these activities are
based on the same organisational documents where applicable.

Activities linked to competency

An activities table appears at the end of each chapter. These tables identify which
activities align directly to the performance criteria for this unit. For most learning
situations, teachers and assessors will recommend that learners work through the
Learner Guide and attempt all activities. In some situations, however, teachers and
assessors may prescribe specific activities, depending on the learner’s current skills
and knowledge.
Discuss with your teacher or assessor to identify which activities you need to complete
to suit your learning situation.

Next steps
We suggest the following steps for using this Guide:
1. Read the material in this Guide and attempt all of the activities.
2. Complete the projects or case studies that appear at the end of each chapter where
applicable.
3. Speak to your teacher or assessor about how you will be assessed in this unit.


 Introduction:
Organise and
complete daily work
activities

As an employee of an organisation, you will be expected to manage and organise your

time and tasks effectively and efficiently.

Your ability to organise your work tasks and responsibilities reflects your level of
personal organisation and commitment to your role. A haphazard and unstructured
approach to managing tasks will reflect your general attitude and approach to personal
organisational abilities.

Being organised in the workplace means:

• knowing what needs to be done

• knowing how much time you have to do it

• using the resources available in the best possible way

• knowing when to seek help or advice.

Organising your workload will give you the most out of your time, and will help your
team and the organisation to achieve their goals.

This guide will introduce you to principles and practices that will enable you to easily
organise and manage your workload. Specifically, you learn about:

• organising your work schedule

• completing work tasks

• reviewing your work performance.


 Chapter 1:
Organising your
work schedule
This chapter addresses the following performance criteria:

1.1 Work goals and plans are negotiated and

agreed upon with colleagues  

1.2 Work goals and plans reflect the

organisation’s and workgroup’s plans,
responsibilities and accountabilities  

1.3 Workload is assessed and prioritised within

allocated timeframes  

In its simplest form, a work schedule can be a list of ‘Things to Do’ that you update
daily or weekly, in line with your responsibilities, commitments and set tasks. A work
schedule enables you to keep track of tasks that you must complete, as well as to
organise your tasks in order of priority.

Organising your tasks and responsibilities enables you to adhere to deadlines, and
ensures that you complete set tasks and instructions given by others. Organising your
work tasks also enables you to manage your time effectively and efficiently.

Effective and efficient time management

Effective time management requires you to clearly understand what you are trying to
achieve. This means understanding how your tasks and responsibilities fit in the ‘bigger
picture’: what the team/workgroup and the organisation wants to achieve.

Efficient time management means that you understand the best way to complete a
task using available resources, such as equipment, technology and time. Efficient time
management also means understanding when you are most productive during the day.

For example, if your mind is most alert in the morning, complex tasks are best
completed at this time.


 Chapter 1: Organising your work schedule

Benefits of using a work schedule

A completed work schedule can help to clear your mind and focus on the task at hand,
as you have a clear understanding of what needs to be completed and by when. As
new tasks arise, they can simply be added to the work schedule, along with deadlines
and order of priority. Your work schedule can then be updated at either the end or
beginning of each day by adding new tasks, modifying set tasks or removing completed
tasks. It is always a good idea, regardless of the complexity of your job, to record each
new task as it arises. This ensures you don’t forget what you have been instructed to
do, as no one wants to have to tell you two or three times to do something!

A current work schedule also enables your manager to identify exactly how you spend
your time during work hours, and he or she can adjust your tasks and responsibilities
accordingly. Your manager can also assess your ability to organise your time and to
complete set tasks within the set deadline. This information can be used to allocate
greater responsibility and more complex tasks as your skills and experience improve.
In this way, a work schedule acts as evidence of your abilities, responsibilities and
capabilities.

Activity 1.1
1. List the benefits of using a ‘To Do’ list.
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________

Identifying your tasks

Tasks are the regular and irregular duties and responsibilities you are expected to carry
out as part of your role.

For example, your daily tasks might include distributing the mail or photocopying the
staff newsletter. One of your weekly tasks might be to follow up on client requests.

Identifying work goals

Identifying your work goals will help you to identify the tasks that you need to
undertake to achieve those goals.

A goal is the ‘end result’, or something you want to achieve. For example, your goal
might be to complete Certificate II in Business Administration by July. To achieve a
goal, there are usually a series of tasks you must complete to achieve your overall
goal. In order for you to complete Certificate II, you will need to complete a number of
assignments within specified timeframes. These are the tasks that you must complete
to reach your goal.


BSBCMN202A - Organise and complete daily work activities

Consider the following example of a goal and each task that needs to be completed to
achieve the goal.

Goal: Complete and distribute staff newsletter each Friday afternoon

Tasks: 1. Collect final copy from each Departmental Manager
2. Desktop-publish newsletter in Word
3. Send to colleague for proofreading
4. Seek approval from manager for final copy
5. Photocopy newsletter
6. Distribute the newsletter to each staff member

While the goal in itself seems quite simple and straightforward, there are quite a few
tasks (or steps) that must be completed to achieve the goal.

Identifying and setting work goals will help you to identify the tasks you need to
complete, and therefore help you to define your work schedule. However, your goals
must also align to your team’s/workgroup’s and organisation’s goals.

Activity 1.2
1. Write two goals, either personal or professional, that you would like to achieve within
the next six months.
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________

2. Write the steps or tasks that you need to complete to achieve those goals.
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________

3. Does this give you a clearer idea of how you can reach your goal? Why or why not?
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________

Position description
The tasks you undertake in your role are usually set down in your job or position
description. A position description is a formal document that outlines your main
responsibilities, tasks and expected duties in a role. Position descriptions are typically
used in medium- to large-sized organisations.

A position description is usually created to align to team and organisational goals.

Therefore, many of the tasks that are outlined in your position description will
contribute to the achievement of team and organisational goals.


 Chapter 1: Organising your work schedule

Team or workgroup goals

As an employee of an organisation, it is likely that you work as part of a team or
workgroup. This team or workgroup will have a range of goals that must be met in
order to achieve the organisation’s goals.

For example, one of the team/workgroup goals might be to develop and strengthen
relationships with existing clients. When a goal is defined, the team will then list the
activities or tasks that need to be undertaken to achieve this goal.

The team or workgroup may also have a plan, such as a strategic plan, for how to
achieve these goals. It is important to remember that you are not working in isolation
nor are you working individually. Every task you undertake in the organisation is
designed to achieve higher goals: both team/workgroup and organisational goals.

Reviewing the team’s/workgroup’s goals and plans helps you to understand how
your role, responsibilities and tasks contribute to the achievement of these goals. The
documents that you can access to learn more about team/workgroup goals and plans
include:

• strategic plans

• performance plans

• budgets and forecasts.

When planning to achieve work goals and identify tasks, the important thing to
remember is that your tasks and goals will enable and promote the achievement
towards team/workgroup goals.

Activity 1.3
1. Access your position description (or a similar document for an organisation).
Identify how the responsibilities and tasks in your position description contribute to
achievement of team/workgroup goals.
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________

Organisational goals
Any established goals and plans, whether individual or team/workgroup goals, are a
reflection of the organisation’s vision, plans and goals: what the organisation wants to
achieve in the short-, medium- and long-term future. The organisation’s goals and plans
will determine the team’s/workgroup’s goals and plans, as well as individual goals,
plans, roles and responsibilities.

For example, the organisation’s goal might be to increase overall customer satisfaction
to 95 per cent.

You will notice that the example of the team goal mentioned previously reflects this
organisation’s goal.


BSBCMN202A - Organise and complete daily work activities

It is important that you understand how your role and responsibilities fit into the
team’s/workgroup’s and organisation’s goals and plans. This information may be
provided to you when you are inducted into an organisation. When you understand
how your tasks fit into the team and organisational goals, you begin to see the
‘bigger picture’ and can work more effectively because you understand why you are
completing certain tasks.

For example, one of your tasks may be to follow-up customer phone calls within 48
hours. When you identify the organisation’s goals, you can see that this practice is part
of the organisation’s goals to achieve 95 per cent customer service satisfaction.

You are employed to assist the team or workgroup and organisation achieve their goals,
plans and vision. You must largely forego your own needs and wishes so that you can
make a productive and effective contribution to the organisation. This is not to say that
your needs and wishes will be ignored, as personal development is important to the
growth of any organisation. However, if, for example, you want to complete education or
training, your team or workgroup and the organisation must see how the training will
improve their, as well as your own, progress towards achieving their goals and plans.

Activity 1.4
1. Access a document that outlines the team’s/workgroup’s goals for an organisation.
Identify how your responsibilities and tasks will contribute to achievement of the
organisation’s goals.
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________

Negotiating with others to complete tasks

Depending upon your role in the organisation, you may or may not have the flexibility
to determine which tasks you carry out. Your manager may delegate tasks to you, or
you may need to follow rigid processes and procedures. Further, you may have set or
regular tasks that you need to attend to during your work hours.

In other situations, it may be necessary to negotiate your tasks with colleagues. Regular
team meetings provide an opportunity to discuss tasks to be completed. Tasks to be
completed may be decided by the team as a whole, or your manager may allocate
tasks to each team member. Where the team decides who will complete certain tasks,
you may then negotiate with your colleagues about who will complete certain tasks and
when they will be completed.

Negotiating effectively
Negotiation is a process whereby all interested parties collectively decide and agree on
an outcome that is acceptable to all parties (a ‘win-win’ situation).

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 Chapter 1: Organising your work schedule

Negotiation in this situation means identifying the tasks that need to be completed
and identifying who will complete each task. Negotiating may also mean defining the
timeframes for a task to be completed. Negotiation of tasks usually occurs during team
meetings.

For example, a colleague asks you to conduct a mail‑out by the end of the day.
However, you have a number of more urgent tasks to complete. Therefore, you could
negotiate to do the task first thing the next morning, or ask the colleague to complete
one of your more urgent tasks.

Negotiating work goals and plans in the workplace with your colleagues requires
identifying the tasks that need to be completed to achieve certain goals, and planning
who will be responsible for specific tasks and actions.

When negotiating to undertake certain tasks, you should consider:

• your experience and abilities to complete a task

• the complexity of the task

• the time required to complete the task

• your existing work commitments, and whether you will have the time needed to
effectively complete the task.

If you find that you have been allocated tasks with which you have little experience
or skill, or your current workload may make it difficult for you to complete a set task
within the required time, you must let your colleagues and/or your manager know
immediately. You may want to impress your manager and colleagues, but if you fail to
complete the task effectively, this may result in costing your team, and the organisation,
valuable time and resources.

Case study 1.5

You are negotiating with your team to identify who will complete certain tasks in an
upcoming project. You are confident in your ability to use the organisation’s database,
and offer to complete the required data entry for the task. However, one of your
colleagues feels that you don’t have the experience required to do this task.

1. Prepare a response to your team identifying three benefits of giving you this task
(that is, what you will bring to the task, and how it will benefit your team and you).
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________

2. At the team meeting, your manager lets the team know that one of the team
members will be away from work for the next few days for personal reasons. The
manager needs to redistribute some of the more important tasks to the rest of the
team. She nominates you to undertake the weekly Marketing Reports, however, as you
have never attempted this task before, you feel that it would take up too much of your
time, and impact on your other responsibilities.

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BSBCMN202A - Organise and complete daily work activities

Prepare a response to your manager outlining your concerns, and identify and
negotiate an alternative solution.
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________

Planning your work

When you have agreed to complete certain tasks, or have been allocated tasks by your
manager, you must have a clear idea about your current workload and ensure that any
tasks you agree to can be completed by the required date and without compromising
your current tasks. Planning your work involves:

• identifying deadlines and timeframes

• reviewing your current workload

• ‘chunking’ large tasks

• identifying required and available resources

• prioritising your tasks.

Identifying deadlines and timeframes

To plan your work effectively, you firstly need to know the deadline and timeframe
for allocated tasks. A deadline is the due date or end date for when a task must be
completed. A timeframe is the amount of time you have to complete a task.

For example, the task is due in two weeks (deadline), but you have only two hours to
complete the task (timeframe).

Knowing the deadline and timeframe for a particular task allows you to identify the
most urgent or most important tasks. You can find out when a task is due by asking
your manager or the staff member who allocated the task to you. When you know the
deadline, you can identify the amount of time you have to complete a task. You can
then estimate (guess) the time it will take to complete a task. Having this information
will help you to plan when you can complete the task by the due date, as well as being
able to consider where it will fit in with your current workload.

With an understanding of when tasks are due, you can review your current workload
and then prioritise it. Make sure that your deadlines are realistic and achievable by
considering additional workload, unexpected difficulties and technology breakdowns.

Reviewing your workload

As well as identifying deadlines and timeframes for allocated tasks, you must also
review your current workload and ensure that you can complete allocated tasks.

You may need to clarify with your team leader/manager or relevant team member
about when certain tasks are due, or to establish the importance and urgency of regular
tasks.

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 Chapter 1: Organising your work schedule

For example, your manager asks you to complete an urgent task. However, this means
two of your regular tasks won’t be completed until the following day. You tell your
manager and she says that it will be fine to leave the regular tasks until the following
day.

Breaking tasks into chunks

Where you have been allocated a complex or large task, it may help you to break the
task into sub-tasks, or smaller tasks, and then to allocate deadlines and timeframes to
each sub-task. This approach works well when you are unsure about how to begin a
task, and it also makes the task more manageable.

Task: Complete and distribute staff newsletter each Friday afternoon

Sub-tasks: 1. Collect final copy from each Departmental Manager
2. Desktop-publish newsletter in Word
3. Send to colleague for proofreading
4. Seek approval from manager for final copy
5. Photocopy newsletter
6. Distribute the newsletter to each staff member

Identifying resources
Each task requires resources to help you to complete the task, such as:

• people: you may require help from a colleague to complete a task

• time: you are allocated a certain amount of time to complete a task

• stationery: you will require stationery to help you to complete a task, such as paper,
pens, etc.

• equipment: to complete a task, it is likely that you need equipment, such as a

photocopier, for the job

• technology: you will most likely need to use a computer and software programs to
help you achieve the task

• templates: are pre-formatted files used by organisations, and they save the user
time as all the elements in the file are already formatted.

Make sure you have the resources you need to complete a task before you begin a task.
Give yourself adequate time between planning the task and beginning the task to seek
out the necessary resources. That is, don’t leave it to the last minute!

For example, if your computer has been taken for repair, then you will need to organise
using a colleague’s or spare computer so you can print the staff newsletter.

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BSBCMN202A - Organise and complete daily work activities

Dependent tasks
When planning to complete tasks, you should also consider whether a task is
dependent on another task or activity before it can be completed. You might be
waiting on a response from a colleague before starting a task, or you may need to
order stationery or organise resources before you can begin a task. When planning
timeframes, consider whether the task is dependent on other factors.

For example, you are instructed to prepare a promotional mail‑out to existing clients.
Before you can complete this task, you need the final draft letter from your manager,
and you need to make sure that you have enough letterheads and envelopes to
complete the task. This means that two new tasks have been created: checking
stationery and ordering more stationery if required; and following up with your
manager to collect the final draft.

Activity 1.6
1. For each of the following pairs of tasks, identify which is the most important or most
urgent:

Task Task
Opening and distributing the
A B Making a cup of coffee
mail
Producing the team meeting Organising your manager’s flight for
A B
minutes tomorrow morning
Sending an e-mail to the
Photocopying the staff newsletter for
A receptionist about the next social B
distribution in two days
club event
Preparing the PowerPoint
A Ordering stationery for the team B presentation for this afternoon’s
meeting
Contacting a client about their Enrolling yourself in a computer
A B
complaint course
Collecting outgoing mail from the Following-up with a colleague about
A B
team their task requirements

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 Chapter 1: Organising your work schedule

2. You have three days to complete the following tasks. Allocate deadlines and expected
timeframes for each task. Identify the resources needed to complete each task.

Complete and distribute staff Expected

Goal: Due Date Resources
newsletter each Friday afternoon Timeframe
Collect final copy from each
Tasks:
Departmental Manager
Desktop-publish newsletter in Word
Send to colleague for proofreading
Seek approval from manager for
final copy
Photocopy newsletter
Distribute the newsletter to each
staff member

3. Identify the sub-tasks of the following routine tasks:

a) Organise the team meeting

_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________

b) Conduct promotional mail‑out

_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________

Prioritising your tasks

Prioritising your tasks involves looking at the tasks you have and/or have been given,
and assigning a priority level to each task. Prioritising work tasks can help you to
become more organised, as you know exactly what you need to do and by when, as well
as being more efficient within the organisation, as less time is wasted jumping from one
task to another.

To prioritise your tasks, examine what is important in your workload, and then rank
each task in order of priority from most important to least important. You will feel
rewarded knowing that you are tackling the most important areas first, and feel less
stressed when it comes to managing the less important tasks. For this practice to be
successful, you must have a clear idea of timeframes allocated to each task.

For example, opening the mail, while important, is not as urgent as finalising your
manager’s PowerPoint presentation for the team meeting in 30 minutes.

If you are not sure which tasks are most important, refer to the deadlines and
timeframes for each task. Make sure that you consult with your manager to identify
tasks you are required to complete.

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BSBCMN202A - Organise and complete daily work activities

Task priority can be categorised as follows:

A = Must do; most important or urgent tasks.

B = Should do, but only after attending to urgent and important tasks.

C = Could do, but not important or urgent.

Activity 1.7
1. List the tasks that you complete as part of a normal day. Prioritise those tasks as
either A, B or C.

Task A/B/C

For daily and regular tasks, identify the most important tasks, the time it takes to
complete each task, and the latest possible time that each task can be completed. This
will help you to reprioritise your tasks if more urgent tasks arise.

When prioritising tasks, also consider the following:

• Be realistic when setting timeframes for each task. For a task that normally takes
you only five minutes, add a few more minutes to this estimate. This enables you to
manage interruptions and unexpected matters when they arise.

• Understand when you work best. Each of us has blocks of time when we are most
productive during the day. This is known as your biorhythm, or energy cycle. For
example, you might work best in the morning or late afternoon, so tasks that
require mental energy and focus are best completed at this time. You can plan your
tasks around your biorhythm, such as focusing on tasks that require mental energy
when you are most alert and focused.

• Identify dependent tasks and tasks that form a larger task or project being handled
by another employee or colleague. That is, if a team member depends upon you
completing a task on time so that he or she can meet their deadlines, then these
tasks are obviously a priority for early or on-time completion.

• Coordinate tasks with others. Certain tasks may also require you to liaise and
coordinate with others. You will need a little foresight to identify upcoming tasks
that require input from others, and then to arrange a suitable time for you to meet
to coordinate the tasks.

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TIPS:
• remember: everything takes longer than you think it will!

• keep your schedule flexible! Many experts advise that you should allow at least two
hours of unscheduled time per 24 hours.

Tools for managing your time effectively

To help you to organise and prioritise your work effectively, consider using the following
tools:

• ‘To Do’ lists

• electronic task managers

• diary or calendar.

Using ‘To Do’ Lists

A ‘To Do’ list is a daily schedule of tasks to be completed throughout the day, and
includes the order of priority and time frames. This list will sit on your desk for easy
reference. As each task is completed, the task is crossed off, or marked completed.
Consider recording the time taken to complete each task for future reference.

A manual ‘To Do’ list also enables you to easily add new tasks as they arise.

TIP: A ‘Daily Task Sheet’ is included in Appendix One for your reference. Use or modify
this sheet to suit your needs.

Electronic task managers

Personal organisation software, such as MS Outlook, contains task management
facilities that allows you to record and keep track of your tasks. These task management
facilities enable you to note deadlines, key people involved, and can send pop-up
reminders at regular intervals.

You might even consider using electronic task tools in conjunction with a manual list.
For example, you might update the electronic task tool at the end of each day, and print
out for use the next day. As new tasks arise, they can be added to the list and updated
in the system again at the end of the day.

Fig. 1.1: The task manager in MS Outlook.

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BSBCMN202A - Organise and complete daily work activities

Using a diary or calendar

As well as using a work schedule, a diary is another effective time management tool. A
diary can be used to note meeting times, such as team or staff meetings, appointments,
deadlines for projects, and other events that may impact on your ability to complete
tasks. Diaries also act as a reminder of the possibility of upcoming work as a result of
these meetings or appointments.

For example, you may need to set aside an hour after a team meeting to record and
distribute the meeting minutes.

Diaries and calendars are available in either hard copy or electronic form. The medium
you choose to organise your tasks will depend on your personal preference.

Fig. 1.2: The calendar in MS Outlook.

Organising your work area

As well as organising your tasks, you also need to organise your work area. The
state of your work area or workstation reflects your level of tidiness, cleanliness and
organisation. This is especially important if your desk is exposed to clients, suppliers

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and others in the team or workgroup. Organising your work area involves:

• setting up trays, such as an ‘IN’ tray for incoming tasks, and an ‘OUT’ for completed
tasks or outgoing mail

• cleaning the work area at least once a week, such as on a Friday afternoon or when
your energy is low, or when you need a break

• filing papers and documents regularly. This makes it easy for you, as well as others,
to locate important files when needed

• clear out your trays regularly. It is a good idea to do this at the end of each day, to
help you plan for your tasks the following day.

Activity 1.8
1. Write a work schedule of tasks you are required to do for the next five days.

2. Record the deadline or due date for each task.

3. Record the approximate time it will take to complete each task.

4. Prioritise each of these tasks. You may need to liaise with your manager or
colleagues to identify timeframes for each.
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________
_ ___________________________________________________________________

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BSBCMN202A - Organise and complete daily work activities

Case Study – Chapter 1

You have started a new position as an Administrative Assistant with ‘InvestCo.’, a medium-
sized service organisation that specialises in providing financial advice for retired people.
You work as part of a team of five: three Senior Advisors and two Administrative Assistants
who are employed to assist the Senior Advisors.

Many of your tasks are given to you by one or more Senior Advisors, and occasionally, you
have to negotiate tasks with the other Administrative Assistant, Dean.

On Wednesday, you arrive at the office and begin to prepare your day. You have the
following tasks carried over from the previous day:
a) Promotional mail‑out to new target market; Due: Friday

b) Contact client: Mrs Jones to organise appointment with Advisor for Friday

c) Collect, open and distribute mail; Due: daily by 11am

d) Word process three letters to clients; Due: Thursday

e) Prepare staff meeting for next Monday morning; Due: Monday.

1. For each of the tasks listed above, prepare a work schedule showing that you have
planned and prioritised your work as follows:

• identify the sub-tasks for each task

• list each task in order of priority

• allocate a timeframe to each task

• negotiate with Dean to help you to prepare the mail‑out

• identify the resources needed for each task.

During the day, the Senior Advisors instruct you to do the following:

• order refreshments (tea, coffee, biscuits) for client meetings on Friday

• contact Head Office and order more brochures and Product Disclosure
Statements as soon as possible.

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 Chapter 1: Organising your work schedule

Note the following:

• stationery orders (including refreshments) are delivered within 48 hours

• brochures and other material are usually delivered within five days by Head Office.
2. Reprioritise your tasks accordingly.
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Note: as you work through this Case Study, you will need to consider and use the principles
and practices introduced in this section.

Activities linked to competency

This table identifies which activities in this guide align directly to the performance criteria
for this unit. Discuss with your teacher or assessor to identify which activities you need to
complete to suit your learning situation.

Performance Criteria Activities

1. Organise work schedule
1.1 Negotiates and agrees upon work goals and plans with colleagues 1.5, CS
1.2 Work goals and plans reflect the organisation’s and workgroup’s
1.4, CS
plans, responsibilities and accountabilities
1.3 Assesses and prioritises workload within allocated timeframes 1.6, 1.7, 1.8, CS

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