PERSONAL EFFECTIVENESS

ASSESSMENT WORKBOOK

Qualification ID and Title: 61595

Further Education and Training Certificate: Business Administration
Services Level 04

Exit Level Outcomes : 7. Be an effective employee in the Administrative section of an

organisation by being able to:
• Plan and organise own work
• Establish and maintain sound working relationships
• Comply with the organisation`s ethics and code of conduct
• Maintain files and records as required
• Set personal goals and develop and manage him/herself in a
business context.

11. Apply efficient time management processes, procedures and

techniques to:
• Improve his/her productivity
• Assist others in the administrative section to do likewise

Unit Standard ID and Title : 110021

Achieve personal effectiveness in business environment
(Specific Outcome 1 : Plan and organize own work)
Level : 04 Credits : 6

Full Name of participant : __________________________

Sizwe mongadi

Date for Submission : __________________________

ASSESSMENT PLAN

I will be assessed against:

ID Unit Standard Title Level Credits Type

Achieve personal effectiveness in business
110021 environment 4 6 Core
SO 1 : Plan and organise your work

Formative Assessments To be completed by :

Activity 1

Activity 2

Summative Assessment To be completed by :

Summative Assessment 1

Summative Assessment 2

Summative Assessment 3

Candidate Assessor Moderator

Sizwe Mongadi
Name

0002065764082
ID / Registration

Signature

Date
Assessment Task 1 Formative Assessment
[US 110021 : SO 1 – AC 1 to AC 6; EEK; CCFOs]

A Personal Development Action Plan

I know where I’m starting from. I know I am already good at these things, and I can do them
more ten:
Time management, effective communication, organizing daily tasks, and maintaining
professional relationships.

I can learn this, I am learning this, and I am doing what I can at this stage as well. I have
already learned:

Delegating tasks, managing stress, and adapting to changing priorities in the workplace.

I will start with small steps, especially in areas that are difficult for me. My short –term
SMART goals for improvement are:

Specific: Improve my email response time within 24 hours.

Measurable: Track response time for 20 emails per week.
Achievable: Dedicate 30 minutes daily to check and respond to emails.
Relevant: Timely communication is critical in my role
Time-bound: Achieve this consistently over the next month.

I promise to congratulate and reward myself every time I do something, no matter how
small, to maintain and improve my skills. My rewards will be:

A small treat like a coffee or watching an episode of my favorite show after meeting a goal.

I’m setting myself up for success by choosing long-range goals to work for gradually. My
long-term goals for success are as follows:

Advance to a managerial role within 3 years by developing leadership and project

management skills.
 Meets criteria Does not meet criteria

Assessment Task 2 Formative Assessment

Understanding stress

Working on your own, complete the following : -

2.1 Stress is . . . .

A mental and physical response to external or internal pressures.

Its role is to . . .

Help the body react to challenges and maintain focus during critical situations.

For example . . .

Meeting a tight deadline or preparing for a presentation.

2.2 Positive or good stress is . . .

Eustress, which motivates and enhances performance.

Its role is to . . .

Encourage goal achievement and personal growth.

For example . . .

Preparing for a work promotion or delivering a successful project.

2.3 Negative or bad stress is . . . .

Distress, which can negatively affect mental and physical health.

Its affects me by . . .

Causing fatigue, anxiety, and reduced productivity.

Continued . . .
For example . . .

Juggling too many tasks without support.

2.4 I react to stress by . . .

Taking short breaks, practicing mindfulness, or discussing challenges with a colleague.

For example . . .

Practicing time management, setting boundaries, and engaging in relaxation techniques like deep
breathing.

2.5 I can reduce bad stress by . . .

Practicing time management, setting boundaries, and engaging in relaxation techniques like deep
breathing.

For example . . .
 Time Management: Creating a daily schedule that prioritizes tasks and includes buffer time to
handle unexpected events. For instance, using a planner to allocate specific hours for focused
work and breaks.
Setting Boundaries: Politely declining tasks that exceed my capacity, such as saying "no" to
additional responsibilities when my workload is already full.
Relaxation Techniques: Practicing deep breathing exercises during moments of high stress,
such as taking five deep breaths before responding to an overwhelming situation.

Meets criteria Does not meet criteria

Summative Assessment Task 1

[US 110021 : SO 1 – AC 1 and AC 2 EEK; CCFOs]

Creating balance in my life through planning and organizing myself.

We need to create balance in our lives so that we retain positive stress and prevent
negative stress from overwhelming us.

Balance in life means allocating time for :

Self

Family
From LifeBalance : Linda and Richard Eyre)

1.1 I can create balance in my life by : -

• Using my time wisely

For example . . .
 Prioritizing urgent tasks and allocating specific times for leisure activities.

• Learning to say “No”!

For example . . .

Declining additional tasks when my plate is full to focus on priorities.

• Prioritizing things I must do

For example . . .

Using a to-do list to arrange tasks by importance.

(continued . . . )

• Taking care of my body

For example . . .

Exercising 3 times a week and maintaining a balanced diet.

• Taking care of my “soul” or spirit

For example . . .

Spending 10 minutes daily on meditation or gratitude journaling.

• Establishing a support network

For example. . .

Relying on colleagues, friends, or mentors for advice and encouragement.

• Setting SMART goals
For example . . .

Improving meeting facilitation skills by attending a course within 3 months.

• Proactively working at reducing stress. I must not be an ostrich and refuse to

acknowledge there is a problem until it is too late For example . . .

Recognizing early signs of stress, such as feeling overwhelmed or procrastinating, and addressing
them promptly.
Talking to colleagues or supervisors about workload concerns and seeking their input.
Using stress-relief techniques like deep breathing, meditation, or taking short breaks to refocus.

(continued . . . )
• Develop my problem solving skills
For example . . .

Practicing analytical thinking by breaking down complex problems into smaller, manageable
parts.
Seeking feedback from colleagues or mentors to explore alternative solutions.
Applying structured methods like brainstorming or decision trees to identify the best course of
action for challenges.

• Get organized
For example . . .
* Getting rid of clutter in my life

Using structured approaches like brainstorming and root-cause analysis.

• And . . . .

Creating a clutter-free workspace and implementing a digital filing system.

1.2 Managing Time Effectively

Provide part of your diary or work schedule to show how you manage your time and monitor your
work. Now, referring to this diary or schedule, answer the questions below:

1.2.1 Using the example of your diary, explain why you need to keep a dairy.

Reason Explanation

To Organize Tasks A diary helps me plan and prioritize daily,

weekly, and monthly tasks, ensuring I meet
deadlines effectively.

To Track Progress It allows me to monitor completed tasks and

identify pending work, ensuring nothing is
overlooked.

To Manage Time Efficiently By allocating specific time slots for tasks, I can
focus on priorities and improve productivity.

To Handle Unexpected Changes A diary helps me adjust my schedule when new

tasks or challenges arise, maintaining balance
and minimizing stress.

To Maintain Accountability Documenting tasks and deadlines ensures

accountability and provides a reference for
discussions with supervisors.

1.2.1 How would your diary or schedule differ from someone who works in a different
industry? Refer to the different people, legislation and documents that you work with.

In my industry, which is healthcare and home oxygen services, my diary or schedule is focused
on tasks like monitoring patient scripts, managing medical records, and ensuring timely oxygen
deliveries. I often interact with healthcare professionals, patients, and suppliers of medical
equipment.

The legislation I work under includes the Protection of Personal Information Act (POPIA) to
ensure patient confidentiality, as well as healthcare regulations governing medical equipment and
services. The documents I handle are primarily patient scripts, medical records, and delivery
schedules.

In contrast, someone in a different industry, such as retail or construction, would have a diary
focused on tasks like managing sales targets, supervising inventory, or overseeing project
timelines. They would interact with customers, contractors, or suppliers of goods and materials.
The legislation they work under might include the Consumer Protection Act or construction safety
regulations. Their documents might include invoices, inventory logs, or project blueprints.
 1.2.2 Discuss how you record information in your diary?

I record information in my diary systematically to ensure clarity and organization. Each entry is
written with the following structure:

1. Date and Time: I start by noting the date and time for each task or appointment to keep my
schedule chronological.
2. Task Description: I provide a brief but detailed description of the task, such as "Process
patient scripts" or "Schedule oxygen deliveries."
3. Priority Level: I indicate the priority of each task (e.g., high, medium, or low) to help me
focus on urgent tasks first.
4. Deadlines: I include specific deadlines for each task to ensure timely completion.
5. Updates and Notes: I use my diary to update task progress and note any changes or
additional details, such as revised delivery times or patient information.
6. Color-Coding or Highlighting: For quick reference, I highlight critical tasks or use
color-coding to differentiate between work-related, personal, or follow-up activities.

1.2.3 How do you use your diary to plan for routine and unexpected tasks, and how does
your work plan change with a change in your priorities?

I use my diary to plan for routine tasks by allocating specific time slots for activities like meetings,
report submissions, and daily tasks. This helps me stay organized and ensures consistency. For
unexpected tasks, I leave buffer time in my schedule to accommodate them without disrupting my
workflow. If something urgent comes up, I prioritize it by rescheduling less critical tasks for later.

When priorities change, I adapt my work plan by reviewing the tasks in my diary, identifying what is
urgent or important, and reorganizing my schedule accordingly. I may delegate or postpone
lower-priority tasks. My diary helps me stay focused and flexible while ensuring I meet deadlines
and address unexpected challenges effectively.

1.2.4 How should your actions align with your diary?

Sticking to Time Allocations: Starting and finishing tasks within the designated time slots to
maintain productivity and avoid delays.
 Prioritizing Tasks: Addressing tasks in the order of priority set in the diary, focusing on
high-priority or urgent items first.
Being Proactive: Preparing for tasks in advance, such as gathering necessary resources or
information before starting.
Adapting When Necessary: Updating the diary promptly if tasks take longer than expected or if
new priorities arise, ensuring the schedule remains accurate.
Reviewing Progress: Regularly checking the diary to ensure tasks are completed on time and
identifying any outstanding items that need attention.

1.2.5 If you have trouble meeting your deadlines, you can either ask for help or report it to
the appropriate person.
Explain the process you would follow in each of these situations.

Asking for help Reporting the problem

1. Identify the issue that is preventing me 1. Document the reasons for the delay or
from completing the task on time. difficulty.

2. Approach the relevant person, such as 2. Inform my supervisor or manager as soon as I

my supervisor or a colleague, and realize I cannot meet the deadline.
explain my situation clearly.
3. Request specific help, like task 3. Explain the details of the issue, including how
clarification or additional resources, to it impacts the deadline.
ensure I can complete the task.

4. Suggest possible solutions, such as an

4. Follow up to confirm progress after adjusted deadline or task reallocation.
assistance has been provided.

5. Take steps to ensure the problem is resolved

and commit to preventing similar issues in the
future.

1.3 Organizing files and records

Answer the questions below by referring to the file and record maintenance system you are using in
your workplace.

1.3.1 Explain how the information you use is sorted, used and stored.
At Vitalaire, information is sorted according to categories such as patient records, invoices, and
delivery schedules. Each file is labeled clearly with identifiers like patient names, dates, or
document types. These records are stored in both physical filing systems (for hard copies) and
digital databases (for electronic records), ensuring easy retrieval and secure storage.

1.3.2 Using an example, explain how new documents are recorded and filed in your filing
system, as well as what happens if these files are moved

For example, when a new patient is enrolled for oxygen therapy, their details are entered into the
system, and a physical file is created. This file is labeled with the patient’s name and ID and
placed in a designated section for active patients. Digital records are updated simultaneously.
If the file is moved (e.g., archived when the patient is discharged), it is documented in the system
to track its location, and the file is transferred to an archive section for inactive patients.

1.3.3 List any legal requirements you have to follow when working with and storing
documents.

1. Compliance with the Protection of Personal Information Act (POPIA) to ensure patient
confidentiality.

2. Adherence to healthcare regulations that mandate secure storage and proper disposal of
medical records.

3. Maintenance of accurate records for a specified retention period, as required by law or

industry standards.

4. Following safety protocols to protect physical and digital records from unauthorized access,
damage, or loss.

1.3.4 What do you do with information that is out of date?

Outdated information is reviewed and, if no longer needed, securely disposed of according to

organizational and legal requirements. For instance, sensitive documents are shredded, and
digital records are permanently deleted from the system to prevent unauthorized access.
 Continued .
..

1.3.5 Think about how you could improve the filing system that you use. List two (2) ways
that it could be made better.

1. Digitizing more records: Transitioning fully to a digital filing system to reduce clutter and
improve retrieval speed

2. Implementing a better indexing system: Introducing advanced indexing or tagging

methods to streamline searches and improve organization.

Meets criteria Does not meet criteria

Summative Assessment Task 2 Workplace Project

[US 110021 : SO 1 – AC 1 EEK; CCFOs]

2.1 Understanding Organisations

Conduct research on the organisation you work for, then complete the questions below :

2.1.1 Name of the organisation:

Vitalaire

2.1.2 Size of the organisation

Vitalaire is a medium-to-large organization, operating multiple branches across South Africa.

It provides home healthcare services, primarily focusing on oxygen therapy, with a significant
presence in the healthcare industry.

2.1.3 Sector in which the organisation operates

The healthcare sector, specifically home healthcare services, specializing in oxygen therapy
and respiratory care.
2.1.4 Vision of the organisation

To be the leading provider of innovative and high-quality home healthcare solutions,

enhancing the quality of life for patients through reliable and compassionate services.

2.1.6 Objectives of the organisation

1. Deliver efficient and reliable home oxygen therapy services.

2. Ensure patient satisfaction and improved quality of life through tailored healthcare
solutions.

3. Maintain compliance with industry regulations and standards for safe and effective service
delivery.

4. Invest in employee development to enhance skills and expertise in respiratory care.

5. Foster innovation to meet evolving healthcare needs and maintain a competitive edge in
the market.

2.1.7 File an organogram of the organisation behind this page.

The organogram should show the structure of the organisation and all the departments or functions.

• Mark the department in which you work

• Indicate your position on the organogram
2.1.8 Organisations have to operate within the laws of the country, the industry and the
by-laws of local government.

Complete the table below for the organisation :

Legislation that applies to organisations

All organisations in South Africa Industry specific legislation

• The Constitution of South Africa • Occupational Health and Safety Act

• Labour Relations Act • Consumer Protection Act

• Sector Education and Training Authorities

• Basic Conditions of Employment Act
(SETA) Act
• Broad-Based Black Economic
• Companies Act
Empowerment (B-BBEE) Act
• Industry-specific regulations (e.g.,
• Protection of Personal Information Act Financial, Retail, or Healthcare depending on
the sector)
• Additional sector-based requirements
• Occupational Health and Safety Act (e.g., Environmental laws for manufacturing,
National Health Act for healthcare)

2.2 Understanding Business Administration job descriptions

[US 110021 : SO 1 – AC1 EEK; CCFOs]

2.2.1 File a copy of a job description for a junior level Business Administration job
behind this page.

Junior Business Administrator Job Description

Position Title:

Junior Business Administrator

Department:

Administration

Reports To:

Business Administration Manager

Key Responsibilities:
1. General Administrative Tasks:
○ Manage and maintain office records and documentation.
 ○ Schedule meetings and prepare agendas.
○ Handle email correspondence and phone inquiries.
2. Support Business Operations:
○ Assist in data entry and updating databases.
○ Prepare reports and presentations as required.
○ Support procurement processes, including managing purchase orders.
3. Customer and Stakeholder Interaction:
○ Address customer queries and direct them to the relevant department.
○ Assist with internal and external communication.
4. Compliance and Filing:
○ Ensure proper filing and organization of documents as per company and legal
standards.
○ Maintain confidentiality of sensitive information.
5. Other Duties:
○ Perform tasks as assigned by the manager to support the business.

Skills, Knowledge, and Attitudes Required:

Knowledge:

● Understanding of basic business processes and administrative functions.

● Familiarity with MS Office (Word, Excel, PowerPoint) or equivalent software.

Skills:

● Strong organizational and time management skills.

● Effective written and verbal communication.
● Attention to detail and accuracy.

Attitudes:

● Professionalism and a customer-focused mindset.

● Willingness to learn and adapt to new tasks.
● Ability to work as part of a team and independently.

2.2.2 Summarise the work the person is required to do.

Managing Administrative Tasks:

● Scheduling meetings, maintaining records, and managing correspondence (emails and

calls).

Supporting Business Operations:

● Assisting in data entry, preparing reports, and maintaining databases.

Filing and Compliance:

 ● Ensuring proper organization, storage, and confidentiality of documents as per company
policies.

Customer and Stakeholder Support:

● Addressing customer queries and coordinating with relevant departments.

General Office Support:

● Performing additional tasks as delegated by the supervisor to ensure business

efficiency.

2.2.3 Make a list of the knowledge, skills, attitudes the job description mentions.

Knowledge

1. Understanding of basic business and administrative processes.

2. Familiarity with MS Office Suite (Word, Excel, PowerPoint) or equivalent tools.
3. Knowledge of filing systems and document management practices.
4. Awareness of company policies and compliance standards.

Skills

1. Strong organizational and time management skills.

2. Effective verbal and written communication abilities.
3. Attention to detail and accuracy in tasks.
4. Proficiency in data entry and report preparation.
5. Ability to multitask and prioritize responsibilities.

Attitudes

1. Professionalism and commitment to confidentiality.

2. A positive, customer-focused mindset.
3. Willingness to learn and adapt to new challenges.
4. Team-oriented approach while being capable of working independently.
5. Dedication to maintaining high standards in work quality.
 Meets criteria Does not meet criteria

Summative Assessment Task 3

What have you learnt while completing this Module?

Through this module on Personal Effectiveness in the Business Environment, I have learned
the following:

1. The Importance of Planning and Organization:

○ How to set short-term and long-term SMART goals effectively.
○ Techniques for prioritizing tasks and managing time efficiently.
2. Stress Management Skills:
○ Understanding the difference between positive and negative stress.
○ Strategies to reduce bad stress and maintain a balanced approach to work and life.
3. Improving Workplace Productivity:
○ The significance of maintaining a structured schedule and tracking progress using a
diary.
○ The value of organizing files and records systematically to enhance efficiency.
4. Balancing Professional and Personal Life:
○ Methods to allocate time for self-care, work, family, and community engagement.
○ The importance of establishing a support network and saying "no" to non-priority
tasks.
5. Understanding Business Administration Roles:
○ Key responsibilities and expectations of a Junior Business Administrator.
○ The knowledge, skills, and attitudes required to perform administrative tasks
effectively.

How can you apply this learning in your day-to-day work?

Effective Planning and Organization:

● Use SMART goals to structure my daily tasks and align them with organizational objectives.
● Maintain a detailed diary or planner to schedule and monitor routine and unexpected tasks.

Time Management:

● Prioritize urgent and important tasks using tools like to-do lists or digital task managers.
● Allocate specific time blocks for work, self-care, and skill development.
 Stress Management Techniques:

● Apply relaxation methods like deep breathing or short breaks to manage stress.
● Identify stress triggers early and proactively address them to maintain productivity.

File and Record Organization:

● Use a clear and logical filing system to ensure quick access to information.
● Regularly review and update records to ensure accuracy and compliance with company
policies.

Balancing Work and Life:

● Create boundaries to separate work from personal life and maintain a healthy balance.
● Foster strong relationships within my support network to handle challenges effectively.

Customer and Stakeholder Engagement:

● Communicate professionally and ensure timely responses to queries.

● Leverage interpersonal skills to build and maintain positive relationships.

Continuous Improvement:

● Reflect on daily tasks to identify areas for improvement.

● Seek feedback and invest in learning opportunities to enhance my skills.

What knowledge and skills relating to this Module do you still need to learn

Planning and Organizing Work:

● Have you mastered setting priorities and using tools like calendars or task management
systems effectively?
● Are there gaps in creating SMART goals and breaking down tasks into manageable steps?

Stress Management:

● Do you feel confident in identifying stressors and distinguishing between positive and
negative stress?
● Are you well-versed in techniques for reducing and managing stress in a work
environment?

Time Management:

● Can you create and stick to a daily schedule?

● Are you effectively handling unexpected tasks without disrupting priorities?

File and Record Management:

 ● Do you fully understand how to use filing systems and comply with legal and organizational
requirements for document management?
● Are you skilled at identifying and implementing improvements in your current filing
practices?

Organizational Understanding:

● Do you have a complete understanding of your organization's structure, vision, and

objectives?
● Are you familiar with the legislation relevant to your industry and role?

Application of Learning:

● Are there specific areas from this module that you find difficult to apply in your day-to-day
work?

FEEDBACK FROM THE ASSESSOR Unit Standard : 110021

Assessment Plan Signed and dated

1st Assessment Actions to be taken 2nd Assessment

Submission Does
Task Does not
Meets Date Meets not
meet
criteria criteria meet
criteria
criteria
Assessment
Task 1
Assessment
Task 2
Summative
Task 1
Summative
Task 2
Summative
Task 3
Reflection
Remedial actions required :

Name Date
Candidate Sizwe Mongadi

Assessor

Moderator

ASSESSMENT REPORT Unit Standard : 110021

Unit Standard Achieve personal effectiveness in business environment

ID 110021 Credits 6
NQF Level 04 Type CORE

SO 1 : Plan and organize own work is assessed in this Assessment Workbook.

The Assessment Report for Unit Standard 110021 : Achieve personal effectiveness in business environment will be
found behind the Designing and Implementing Administrative Procedures Assessment Workbook.