World of Work: Challenges for South African students, The , livre ebook
66
pages
English
Ebooks
2012
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66
pages
English
Ebooks
2012
Obtenez un accès à la bibliothèque pour le consulter en ligne En savoir plus
Publié par
Date de parution
30 août 2012
Nombre de lectures
2
EAN13
9781920382155
Langue
English
Work has always been part of man’s history and a crucial factor in social organisation. According to the traditional career development perspective, work is viewed as having many dimensions or functions. The intention of this book is to highlight challenges faced by students when they are ‘ready’ to enter the world of work after leaving school or after finishing tertiary education.
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Publié par
Date de parution
30 août 2012
Nombre de lectures
2
EAN13
9781920382155
Langue
English
The world of work
Challenges for South African students
MC Lebitso
The world of work:
Challenges for South African students
Published by Sun Media Bloemfontein (Pty) Ltd
Imprint: SunBonani Conference
All rights reserved
Copyright © 2012 Sun Media Bloemfontein
No part of this book may be reproduced or transmitted in any form or by any electronic, photographic or mechanical means, including photocopying and recording on record, tape or laser disk, on microfilm, via the Internet, by e-mail, or by any other information storage and retrieval system, without prior written permission by the publisher.
Views reLected in this publication are not necessarily those of the publisher.
First edition 2012
ISBN 978-1-920382-12-4 (Print) ISBN 978-1-920382-15-5 (Online) DOI: https://doi.org/10.18820/9781920382155
Set in Candara 8/12 Cover design, typesetting and production by Sun Media Bloemfontein This printed copy can be ordered directly from: media@sunbonani.co.za The e-book is available at the following link: https://doi.org/10.18820/9781920382155
Table of Contents
Preface .............................................................................................................................. CHAPTER 1 | CHOOSING A CAREER 1.Introduction.........................................................................................................2. Subject choice/choice of learning areas .............................................................. 3. Career choice........................................................................................................4. Career knowledge................................................................................................ 5. Career information ...............................................................................................
CHAPTER 2 | SELF-KNOWLEDGE 1. What is self-knowledge?......................................................................................
CHAPTER 3 | TOWARDS SERVICE EXCELLENCE 1.Introduction..........................................................................................................2. Corporate image ................................................................................................... 3. Who are our clients/customers?...........................................................................4. What is service excellence?.................................................................................5.Perceptions...........................................................................................................
CHAPTER 4 | EFFECTIVE COMMUNICATION 1.Introduction..........................................................................................................2. The quality of service rendered and customer satisfaction ...............................3. Frontline and back-end personnel......................................................................4. Face-to-face customer service.............................................................................5. Dealing with telephone calls ...............................................................................6. Call centres ............................................................................................................7. Written contact with the client ...........................................................................8. Global changes and customer service ................................................................
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1 2 3 6 12
1
7
21 22 23 23 27
29 30 30 31 31 34 35 35
CHAPTER 5 | JOB HUNTING 1. Introduction .......................................................................................................2. Completing job application forms ....................................................................3. A good Curriculum Vitae (CV) or resumé sets up the perfect match..............4. How can organisations ensure that they attract the best talent?..................5. What qualities make a job seeker more employable?......................................6. How do candidates show potential employers that they also have the softer skills?.......................................................................................................7. How can candidates improve their chances during an interview?..................8. Skills they do not teach at school .....................................................................9. Hints for preparing for a job interview.............................................................10. Questions which might be asked during the interview ...................................
CHAPTER 6 | CONFLICT MANAGEMENT 1. Introduction .......................................................................................................2. What is conict?.................................................................................................3. The dierence between “competition” and “conict”..................................4. About conict....................................................................................................5. Beginnings of conict (symptoms)...................................................................6. Conict indicators..............................................................................................7. Types of conict.................................................................................................8. When is conict destructive?.............................................................................9. When is conict constructive?...........................................................................10. How do people respond to conict?.................................................................11. Conict theories.................................................................................................12. What factors can aect our conict modes?.................................................... 13. Conict management........................................................................................ 14. How to select a conict management style?.................................................... 15. Using the tool: A conict resolution process...................................................16. How to manage and resolve conict situations............................................... 17. How to be an eective mediator........................................................................ 18. How to run a mediation process.........................................................................
Conclusion .......................................................................................................................... References ..........................................................................................................................
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