Being able to manage and improve performance is a vital part of personal development and a skill which is required in all job roles. This presentation provides a thorough explanation of an employee's rights and employer's expectations, regarding their conduct.

1. Customer Service

2. Unit 3:Principles of Personal
Performance and
Development

3. In all job roles it is important the job holder knows their
employment rights and what their employer expects of them. To
be an effective team member, a job holder needs to know how
to manage their workload and who to report to about progress
and highlight any problems. Being able to manage and improve
performance is a vital part of personal development and a skill
which is required in all job roles.

4. Organisation’s Expectations for the
Conduct of its Employees
A Code of Conduct is a written collection of the rules, principles, values,
and employee expectations, behaviour, and relationships that an
organisation considers significant and believes are fundamental to their
successful operation.
Generally expected conduct and behaviour includes: professional
behaviour, e.g. positive attitude, punctual, good personal presentation and
hygiene, politeness; work standard, e.g. carrying out work tasks as directed,
compliance with the organisations policies and procedures, e.g. Disciplinary
Policy.

5. Employee’s Rights in Relation to Their
Employment
As an employee, you should also be aware of your own responsibilities, as
well what your rights are and what your employer should be doing with
regard to, for example, pay, contracts, time off and working hours.
Contract of employment or apprenticeship agreement: including hours of
work, salary/wages, holiday entitlement, periods of notice, benefits,
discipline and grievance procedures.
Employee rights: fair treatment in relation to anti-discrimination and equal
opportunities; rights at work, e.g. safe working environment (Health and
Safety at Work Act HASAWA); good working conditions, e.g. fair pay/wages,
paid holiday time, right to join and form trade union.

6. Why it is Important to Work Within
Employees’ Rights and Employers’
Expectations?
Employees are expected to receive the terms and conditions of their work setting
out when their work commences, what their main duties are, who they are
accountable to, rates of pay, and other entitlements. Equal Opportunities
legislation sets out that all employees should receive the same pay and conditions
for carrying out the same or broadly similar work. There are also laws against
sexual, racial and disability discrimination.
The Minimum Wage Act sets out the Minimum Wage that workers can expect to
receive which today is more than £5 an hour. The Minimum Wage is regularly
reviewed and will increase over time. There are also European Union
requirements governing the maximum number of hours that workers will be
expected to work in a typical week which is currently set at 48 hours.

7. Why it is Important to Work Within
Employees’ Rights and
Employers’ Expectations?
Employers and employees are expected to meet minimum legal
requirements for such areas as Health and Safety at Work, and minimum
standards and conditions related to hours, and the treatment of people in
the workplace. Along with rights for employees there are corresponding
responsibilities such as the expectation to work in a safe way and to have
regard for the safety of work colleagues.
It is important to:
• maintain safety of self and others, to ensure fair
• offer treatment in relation to anti-discrimination and equal
opportunities,
• support good team work, help to achieve business objectives

8. Find Information and Advice on
Employees’ Rights and Employers’
Expectations
You can find Information and advice from different sources such as:
internal advisers e.g. line manager, human
resources department, occupational health, health and safety adviser;
external advice, e.g. Department of Work and Pensions; Advisory,
Conciliation and Arbitration Services (ACAS);
Citizens Advice Bureau (CAB)
http://www.gov.uk; documents, e.g. policies and procedures,
staff handbook, intranet, trade unions

9. Ways of Managing Allocated Tasks to
Ensure That They are Completed on Time
Busy lives and work schedules can sometimes affect the way we think
and make decisions. Rushed decisions can lead to costly results. The
secret to good management of a business is good time management.
Ensuring that the company runs like clockwork must start at top level.
Bad management can only decrease the morale and efficiency of the
company.
Ensuring that decisions are made correctly and action is taken
promptly relies on the individual's Time Management. A delay in
making a decision or reacting to a problem can be a costly business
mistake.

10. There are various time management systems that can help to track tasks,
deadlines, resources and are great to use for time management tracking, but a
diary or notepad can be just as effective.
Tools for good Time Management:
Planning
Prioritising
Being prepared
Delegating
Allocating Resources
Following up
ask for help or support when needed;
monitor work progress against deadlines
These tools are a guide to assist you in implementing Good Time Management
practices both personally and throughout your business.

11. The Purpose of Keeping Other People
Informed of Progress and Problems with
Work Activities
It is important to keep people informed about progress so that other people
can plan and prioritise their workloads around you. If someone is relying on a
piece of work from you to complete their own tasks then it is important to
keep people informed of where you are. By doing this you can also gain
information on timescales, when this work needs to be completed.
If you are unable to complete something by the time requested then other
people will have to re-prioritise their own workloads to fit around you and by
keeping people informed of your progress you can show that you are on track
with you work.
Open lines of communication between all levels in the workplace creates a
teamwork environment -- which can increase productivity and lessons learned
within all departments.

12. The Importance of Accepting Responsibility
for One’s Own Work
Taking responsibility for own work is important : e.g.
Its being responsible for quality of the work you deliver,
Its ensuring that all the deadlines are met
Fulfilling contracted duties
Ensuring you keep the good name of your company.
Your workload is likely to comprise a range of tasks with different levels
of responsibility and importance. The key to planning and managing your
workload effectively is being able to prioritise tasks and manage your
time effectively.

13. The Limits of Your Own Responsibilities at
Work
Limits of own responsibilities can differ from employment to
employment But some are basically the same such as:
Understanding the chain of command
Understanding own job role
Understanding to role of team
Understand your responsibilities in relation to Health & Safety

14. What to do When a Problem Arises with Work
Activities
Problems can arise for many different reasons which can be : e.g.
missing deadlines, finding work difficult, equipment malfunction,
customer dissatisfaction, issues with colleagues.
So the best action to take is to refer to line manager, or Human
Resources manager, making sure you follow specific organisational
procedures at all times. In your induction period you should be
given a staff handbook which should include all the policies and
procedures of the organisation that you are working for.

15. Purpose and Benefits of Personal
Development at Work
Personal development helps you to grow and achieve.
You give a clear message that you take your contribution to business success seriously
You can start to work on the areas that are less developed so that you become even more of an
asset to your employer
If things are not progressing as you would like career wise you can demonstrate to a potential new
employer what you can contribute with real impact.
You take informed choices about the type of roles you pursue rather than leaving it to chance.
You continue to grow, be motivated and stretch yourself to achieve what you desire.
It can help to improve work performance,
To develop skills
Benefits are:
Become more effective in job role,
To enable goals to be set and progress monitored,
To increase job satisfaction,
To provide sense of direction

16. Individual and Team Goals and Targets
The purpose for any Individual to set goals and targets are to meet
deadlines, to improve their performance, to contribute to achieving
teams goals and motivation.
The Purpose of setting Team goals and targets can be to encourage
effective team work, and to contribute to achieving organisational
goals and objectives, plus it helps to improve quality standards.

17. Use of Personal Development Plans
Personal development planning or PDP means creating opportunities to
think through, in a structured way, questions such as:
What do I really want to achieve from life?
What kind of person do I want to be?
Am I clear about my personal goals and ambitions?
Am I making the right decisions to get me where I really want to be?
Am I in charge of my life and my studies - or am I just hoping it all will
work out somehow?
It has been recognised that most employee's need structured opportunities
to think about, and plan towards, their future. The exact content really
depends on you.

18. Use of Personal Development Plans
Development planning can be a very personal process - or it can be a
process required by your employer or tutor. As the word "development"
suggests, PDP is something that happens over time. It isn’t a last minute
thing. PDP works best when you:
Think deeply and in structured ways about your life and ambitions.
What does success mean to you personally?
Have the right information to make good choices.
Have people you can trust to share your reflections.
Have opportunities to experiment and test yourself in new areas so
that you have a better understanding of your abilities and limits.
Have opportunities to develop the knowledge and skills to achieve
your ambitions.

19. Fulfilling a Personal Development Plan
• Professional development can provide the drive to progress your career, can
make you more employable. Professional development is something you will
do every day of your life without even thinking about it; however, being
conscious of the development you undertake will allow you to record this
and develop in a systematic way. In order to maximise your potential for
lifetime employability, it is essential that you maintain high levels of
professional competence by continually improving your knowledge and skills.
• Personal satisfaction, improves performance in job
• Role, part of job progression, support team in achieving goals

20. Manager’s Role in an Individual’s Personal
Development
The Manager’s role in helping the employee personal
development is:
• To identify training needs,
• To provide or support training,
• To review training to ensure goals are met

21. Personal Development Opportunities and
Career Paths Within the Organisation
General personal development opportunities can differ from
organisation to organisation but generally can be the same. For
example:
Shadowing colleague,
having a mentor,
internally delivered training courses,
external training courses,
virtual training environments – e learning

22. Acting on Feedback can Benefit a Team
and Organisation
Feedback is an evaluative response about an action or process given to the original
source. There are many situations in which feedback is appropriate and necessary.
Working in teams provides a variety of opportunities to give feedback to any
number of recipients. It also provides an opportunity to receive feedback from
others.
Benefits to team: e.g.
Improved effectiveness,
Improved quality standards,
Better teamwork
Benefits to organisation: e.g.
More likely to achieve goals and objectives,
Increased output,
Good reputation and standards