World of Work: Challenges for South African students, The

M.C. Lebitso

Description

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.

Sujets

• Littérature Sud-Africaine
• Littérature sud-africaine
• Clientélisme (Rome)
• Conflict resolution
• Corporate image
• Customer service
• Self Knowledge
• Conflict management
• Job hunting
• Customer satisfaction

Informations

• Publié par: UJ Press
• Date de parution: 30 août 2012
• Nombre de lectures: 0
• EAN13: 9781920382155
• Langue: English

Extrait

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: [e-mail] 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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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 conict?................................................................................................. 3. The dierence between “competition” and “conict”.................................. 4. About conict.................................................................................................... 5. Beginnings of conict (symptoms)................................................................... 6. Conict indicators.............................................................................................. 7. Types of conict................................................................................................. 8. When is conict destructive?............................................................................. 9. When is conict constructive?........................................................................... 10. How do people respond to conict?................................................................. 11. Conict theories................................................................................................. 12. What factors can aect our conict modes?.................................................... 13. Conict management........................................................................................ 14. How to select a conict management style?.................................................... 15. Using the tool: A conict resolution process................................................... 16. How to manage and resolve conict situations............................................... 17. How to be an eective mediator........................................................................ 18. How to run a mediation process.........................................................................

Conclusion .......................................................................................................................... References ..........................................................................................................................

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