2022.Workbook.Business Studies Grade 12

2022 WORKBOOK | Grade BUSINESS STUDIES 12 2022 SUBJECT WORKBOOK Grade 12 BUSINESS STUDIES A joint initiative between the Western Cape Education Department and Stellenbosch University.

2022 WORKBOOK | Grade BUSINESS STUDIES 12 BROADCAST SESSIONS GRADE 12 Below, find the topics and dates of the 2022 Business Studies Telematics Sessions Session Date Time Topic 1 20/04/2022 16h00-17h00 Management & leadership 2 21/07/2022 16h00-17h00 Investments: Insurance Team performance and 3 23/08/2022 16h00-17h00 Conflict management SESSION 1: MANAGEMENT & LEADERSHIP In Grade 10 you were introduced to the concept's “management” and “leadership”. The main difference between leaders and managers is that leaders have people that follow them while managers have people who work for them. A successful business owner needs to be both a strong leader and manager to get their team on board to follow him towards their vision of success. Leadership is about getting people to understand and believe in your vision and to work with you to achieve your goals. Managing is more about administering and making sure the day-to-day things are happening as they should. “leadership”. The differences between elaborated on and explained. Page 2

2022 WORKBOOK | Grade BUSINESS STUDIES 12 WHAT THE LEARNER MUST KNOW: • Define/Elaborate on the meaning of management and leadership • Differentiate/Distinguish between management and leadership. • Outline the differences/Differentiate/Distinguish between the leadership styles: • Discuss/Evaluate/Analyse the impact (including positives/advantages and/or negatives/ disadvantages) of each leadership style. • Suggest/Recommend situations in which each leadership style can be applied in the workplace. • Discuss/Explain the theories of management and leadership • Explain/Discuss the role of personal attitude in successful leadership. 1. TERMINOLOGY Term Definition Refers to the different methodologies that leaders Leadership Styles employ to provide direction and guidance to employees. Democratic leadership style Employees are part of the decision-making process. Autocratic leadership style Employees are not involved in the decision-making process The leader allows employees that are experienced, reliable, and Laissez-faire leadership style trustworthy to make decisions in pursuit of the organisation’s goals. Charismatic leadership style The leader uses charisma and charm to influence employees. Transactional leadership style The leaders uses rewards and punishments as incentives to influence the behaviour of employees Guide leaders on the different leadership styles that could be Leadership theories adopted. Transformational leadership theory Best used during a period of drastic change in an organisation. Situational leadership theory The leadership style depends on the situation Leaders and Followers Followers follow the instructions of the leader. Personal attitude An individual’s emotional, psychological, and physical responses to events that influence their achievements. Page 3

2022 WORKBOOK | Grade BUSINESS STUDIES 12 2. 1 MEANING OF MANAGEMENT & LEADERSHIP Leadership Management: Refers to the ability of an individual or a group of Refers to the Planning, organising, individuals to influence and guide followers or leading and controlling to ensure other members of an organisation. the objectives of the business are achieved. The terms management and leadership are often used interchangeably, as if they have the same meaning. This is, however, not the case. You must know the difference between the two concepts to broaden your understanding of this topic. 2.2 DIFFERENTIATE/DISTINGUISH BETWEEN MANAGEMENT AND LEADERSHIP Leadership Management ● Lead by inspiring and motivating employees ● Manage processes by using his/her authority ● Provide guidance and direction to ● Instructional in his approach when dealing employees with employees ● Promotes creativity to improve productivity ● Follow the plans to reach targets. levels ● Focus on vision and mission of the ● Focus on organisation targets organisation ● Focus on potential of employees ● Focus on the processes involved in the production process ● Influence the actions of employees ● Control the actions of employees ● Creative/Innovative when dealing with ● Administer plans as set out by top- challenges management ● People Orientated, thus putting employees ● Task orientated, ensuring the job gets done first You could be asked to differentiate/distinguish between management and leadership. This question is best answered by drawing a table and contrasting the differences. You should be able to identify the leadership styles from given scenarios/case studies and motivate answers. Page 4

2022 WORKBOOK | Grade BUSINESS STUDIES 12 3. LEADERSHIP STYLES Democratic Autocratic Laissez-faire Charismatic Transactional 3.1 MEANING OF LEADERSHIP STYLES Democratic Autocratic A democratic leader involves employees in the An autocratic leader does not involve employees decision-making process. This leadership style is in the decision-making process. Employees are also called the participatory leadership style. told what to do and must implement the decisions of the leader without questioning his decisions. Laissez-faire Charismatic A laissez-faire/free reign leader delegates A charismatic leader uses his/her personality decision-making to employees that he/she and charm to influence the behaviour trusts. The leader separates him/herself from and actions of employees. Employees are the decision-making process and allows inspired by the energy and keenness of employees to make decisions in the best the charismatic leader. interest of the organisation. A transactional leader uses rewards and punishments to drive employees towards business goals and targets. The transaction leaders focus on the Transactional results/performance of employees to measure their effectiveness in terms of the goals of the organisation. 4. SITUATIONS IN WHICH LEADERSHIP STYLES MAY BE APPLIED Democratic Autocratic • The leader knows his/her limitations and is • If a crisis arises that requires immediate open to new ideas. action on the part of the leader. • Employees are experienced/ experts in their • In the event of an emergency occurring that chosen fields of occupation. requires the leader to act immediately Laissez-faire Charismatic • The leader is busy with important aspects of • Organisation wants to implement changes the business and delegation of duties may and uses the leader to get the support of improve the efficiency of the organisation. employees. • Employees are experienced in their chosen • Confidence levels of employees are low; and field, are trusted to make decisions. employees need to be inspired • The leader wants employees to exceed target levels. Transactional • The leader wants employees to adhere to deadlines that are shorter than the normal period required to perform such tasks. Page 5

2022 WORKBOOK | Grade BUSINESS STUDIES 12 5. IMPACT OF LEADERSHIP STYLES Advantages Disadvantages • The leaders do not have to rely on • Input from inexperienced employees could his/her own knowledge to solve lead to decisions that’s not in the best complex problems. interest of the organisation. • Employees feel motivated, • Leader may not be in the position to take Democratic resulting in increased productivity decisions immediately, because key levels. employees are unable to attend the • Regular communications between meeting. leaders and employees, leads to • The reliability of feedback provided by improved decision making. some employees may not be accurate. • The leader can take quick • Tension could arise between the leaders decisions, without consulting and employees, if there are disagreements employees. on strategies • Strict monitoring of production • Employees could become frustrated if their Autocratic processes by the leader ensures inputs are not considered quality products and services • The organisation could lose out on • Clear direction from the leader, innovative ideas from employees provides certainty to new employees Advantages Disadvantages • Employees are trusted and given • The uncertainty regarding clear decision the responsibility of making making could be influence the morale of decisions in areas of their own employees negatively expertise • Employees may find it difficult to get fellow • Motivation levels of employees members to meet deadlines, which may increases, because the leader impact negatively on deadlines being met. Laissez-faire recognizes their abilities to make • Productivity levels may decrease if the decisions employees lack the skills necessary to make • Employees experience personal the right decisions growth as they are allowed to make decisions on their own • Leader communicates the goals • Leader may promote his own personal of the organisation in a clear interest, instead of leading for the benefit manner, that inspire confidence of the organisation. amongst employees • Employees rely on the leader to improve • Employees are inspired by the their moral levels. Charismatic passion of the charismatic leader. • The organisation may be over-reliant on the • Employees are motivated to presence of the leader, which could harm exceed their own expectations the organisation if the leader should leave and overcome their own fears the organisation. Page 6

2022 WORKBOOK | Grade BUSINESS STUDIES 12 5. IMPACT OF LEADERSHIP STYLES Advantages Disadvantages • Linking rewards to targets encourages • Employees may feel demoralised if workers to work effectively they’re punished for not meeting • Employees are given targets and that targets. they know the targets they need to • Leader may need to monitor the work towards. performance of employees to Transactional • Employees are aware of the ensure that targets are met punishment, should targets not be • The health of employees could be met. negatively affected by increased stress levels in pursuit of targets by of employees. When you are required to answer questions on the impact you could either provide only the advantages (positives); only disadvantages (negatives)/ or sufficient facts that cover both the advantages (positives) and disadvantages (negatives). 6. LEADERSHIP THEORIES Transformational / Situational Leaders & Followers Transitional Transformational / Transitional • This leadership theory would be adopted by the leader during a period in which the organisation is experiencing radical changes. • The leader may use his communication skills with employees to convince employees to accept the changes that are planned in the organisation. • Employees in turn admire the leader and trust the leaders’ judgement regarding the planned changes within the organisation. • Strategic thinking leaders use this leadership theory to convince employees to accept the long-term vision of the organisation. • Leaders have strong and charismatic personalities, that they use to increase the productivity levels of workers. The terms transformational and transitional are used interchangeable, as both refer to periods of change within an organisation /society. Page 7

2022 WORKBOOK | Grade BUSINESS STUDIES 12 6. LEADERSHIP THEORIES Situational • Leaders are required to manage employees under different conditions and different character traits are required to deal with each situation within the workplace. • A different leadership style would be adopted by the leader, based on the prevailing circumstances at a particular time. • Effective leaders may adopt the leadership style that will ensure that the goals of the organisation are achieved. • The relationship between the leader and the employees are based on value of trust. Leaders & Followers • The relationship between the leader and employees has a major impact on the goals that the organisation has set out to achieve. • Employees, as followers of the leader, follow the instructions of the leader and collectively work towards the organisation’s goals. • Leaders allow followers to be creative and encourage them to explore alternative methods to increase productivity. • Leaders lead by example and provide incentives for positive behaviours. • Followers take responsibility for goals not achieved. You must be able to identify the above-mentioned leadership theories from given scenarios/case studies/statements. 7. PERSONAL ATTITUDE IN SUCCESSFUL LEADERSHIP • Exceptional leaders will ensure that the environment at work is filled with a positive attitude starting with him/her. • A positive attitude from the leader may have a positive effect on the employees, resulting in increased levels of motivation. • A negative attitude from the leader may have a converse effect on employees. • Employees must see the type of behaviour they are required to adopt and display at the workplace displayed by the leader. • Successful leaders allocate responsibilities to employees based on the knowledge of the employees You must be able to identify the role of personal attitude in successful leadership from given scenarios and/case studies Page 8

2022 WORKBOOK | Grade BUSINESS STUDIES 12 SESSION 1: MANAGEMENT & LEADERSHIP Question 01 Answer 01 Indicate which of the following WORKSHEET statements refer to leadership or management 1.1 ______________________ TOPIC: 1.1 Lead by inspiring and motivating employees. 1.2 ______________________ Answer the THREE questions 1.2. Focus on the processes and write the correct answers involved in the 1.3 ______________________ on the right hand side of the production process page 1.3 Focus on potential of employees You should be able to complete the THREE question within 10 Question 02 Answer 02 minutes Indicate the leadership style or theory referred to in the statements below: 2.1 Leader uses his 2.1 ______________________ personality and charm to influence the behaviour 2.2 ______________________ 2.2 Leader involves employees in the 2.3 ______________________ decision-making process 2.3 Adopted by the leader during a period in which the organisation would experience radical change Question 03 Answer 03 Indicate the leadership styles in which the following situations could be applied 3.1 The business appointed new 3.1 ______________________ employees that could benefit from this type of 3.2 ______________________ leadership style. 3.2 Confidence levels of 3.3 ______________________ employees are low, and employees need to be inspired. 3.3 Teamwork is promoted and the inputs of employees are valued Page 9

2022 WORKBOOK | Grade BUSINESS STUDIES 12 ACTIVITY 1 TOPIC: MANAGEMENT & LEADERSHIP TRY AND LEARN Section C - Essay type question ACTIVITY 1 Democratic and autocratic leadership are two traditional leadership styles. The preferred leadership style has an impact In your Controlled Test and on the business. Leadership theories guide leaders on the Examinations, you will be different leadership styles that could be adopted. There are required to answer ONE essay certain situations when charismatic and transactional type question of 40 marks. You leadership styles can be applied in the workplace. must be able to complete the answer of the essay within 30 Write an essay on management and leadership in which you minutes. include the following aspects: Please note the following • Outline the differences between democratic and autocratic regarding an essay in Business leadership. Studies: • Evaluate the impact of the laissez faire leadership style. • Discuss the following leadership theories. Your essay consist of: o Transformational ❖ Introduction o Situational ❖ Body • Recommend situations in which the charismatic and ❖ Conclusion transactional leadership styles can be applied in the workplace. Introduction: [40] • Start with the word ‘Introduction’ as a heading. • Your opening statements must be linked to the bulleted questions. Body: • Don’t write the word ‘Body’ as a heading. • Use information in the questions below the scenario as headings in the body. Conclusion • Write the word ‘Conclusion’ as a heading. • End your essay with ONE meaningful fact – not repeating what was said in the introduction /body Page 10

2022 WORKBOOK | Grade BUSINESS STUDIES 12 SESSION 2: INVESTMENT INSURANCE The introduction of insurance into the business world was necessary because of the various risks that assets of individuals and businesses were exposed to. The value of insurance for businesses and individuals is indispensable in the modern economy. GRADE 12 WHAT THE LEARNERS MUST KNOW • Explain/Elaborate on the meaning of compulsory and non-compulsory insurance • Explain the differences between over and under insurance • Differentiate/Distinguish between insurance and assurance. Give examples. • Name/Give examples of short term and long-term insurance. • Name/Explain/ Discuss the principles of insurance • Apply the average clause to calculate the compensation in the case of under-insurance. • Explain/Discuss the advantages/importance of insurance. • Explain the meaning of insurable and non-insurable risks. • Outline/Give examples of insurable and non-insurable risks • Discuss/Explain types of compulsory insurance e.g. UIF; RAF/RABS and COIDA • Explain the types of benefits paid out by the UIF. 1. TERMINOLOGY Term Definition Agreement between insured and insurer in which the insurer agrees to Insurance compensate the insured in the event of a specified loss, in exchange for a premium Compulsory Insurance required by law insurance Non-compulsory Optional insurance against specified losses that may or may not occur. insurance: Under-insurance Individual or business insures assets or possessions for an amount of money that is less than the market value of the assets or possessions Individual or business insures assets or possessions for an amount of money that is Over-insurance more than the market value of the assets or possessions. Risk: The possibility that losses/damages/injury may occur. The amount of money that the insured must pay to the insurer. Premium Average clause Applies to assets/items that are under insured Reinstatement Damages to items/assets will be compensated by repairing/replacing the item instead of making a cash payment to the insured Excess is the amount the that the insured agrees to pay should they claim for Excess losses/damages Page 11

2022 WORKBOOK | Grade BUSINESS STUDIES 12 2. MEANING OF COMPULSORY & NON-COMPULSORY INSURANCE Compulsory insurance Non-compulsory insurance • Compulsory insurance refers to insurance • Refers to insurance where the insured has that individuals/ businesses are compelled the option of insuring against certain risks to take out. that may or may not occur. • Individuals/Businesses are legally obliged to • The decision to insure an asset/risk, lies insure against certain risks that may or may solely with the insurer and is not influenced not occur. by the government. 3. INSURANCE VS ASSURANCE Insurance Assurance • Based on the principle of indemnity • Based on the principle of security/ certainty. • The insured transfers the cost of potential • The insurer undertakes to pay an agreed loss to the insurer at a premium. sum of money after a certain period has expired • It covers a specified event that may occur. • Specified event is a certainty, but the time of the event is uncertain • Applicable to short-term insurance. • Applicable to long-term insurance Examples: Examples: o Property insurance o Life insurance o Cash in transit o Endowment policy o Theft o Retirement annuities o Burglary o Fire Ensure that you can differentiate between insurance and assurance. Insurance is a term that describes short term insurance agreements. Whereas assurance refers to long term insurance agreements. Page 12

2022 WORKBOOK | Grade BUSINESS STUDIES 12 4. EXAMPLES OF SHORT TERM AND LONG-TERM INSURANCE. Short-term insurance Long-term insurance • Property insurance • Endowment policy • Money in transit • Life cover policy/Life insurance • Theft • Retirement annuity/Pension fund/ • Burglary • Provident fund • Fire • Funeral insurance • Health insurance/Medical insurance 5. PRINCIPLES OF INSURANCE Principles Assurance Indemnification • Applies to short term insurance, as the insured is compensated for specified loss. • Protects the insured against the specified event that may occur • The insured must be placed in the same position as before the occurrence of the loss/damage Certainty/Security • Applies to long-term insurance where the insurer undertakes to pay out an agreed upon amount in the event of loss of life. • A predetermined amount will be paid out when the insured reachesa pre- determined age/or gets injured due to a predetermined event. • Aims to provide financial security to the insured at retirement/the dependents of the deceased. Utmost good faith • Insured has to be honest in supplying details when entering in an insurance contract. • Both parties/insurer and insured must disclose all relevant facts. • Insured must disclose everything that may affect the extent of the risk Insurable risk • Insured must prove that he/she will suffer a financial loss if the insured object is damaged • An insurable interest must be expressed in financial terms. • Insured must have a legal relationship with the insured object in the contract. Do not confuse insurable interest with insurable risk. Page 13

2022 WORKBOOK | Grade BUSINESS STUDIES 12 6. APPLICATION OF THE AVERAGE CLAUSE • The insured amount is divided by the market value of the insured item and multiplied by the total value/amount of the damages/loss. • Insurance companies apply the following formula to determine the amount to be paid out to the insured in the event of a claim when under-insured FORMULA: (Amount insured ÷ Market value) x damages Amount insured x Amount of damages/loss Value of insured item The average clause applies when assets/possessions are under-insured. 7. IMPORTANCE OF INSURANCE • Transfers the risk from the business/insured to an insurance company/insurer. • Transfer of risk is subject to the terms and conditions of the insurance contract. • Protects businesses against dishonest employees. • Protects businesses against losses due to death of a debtor. • Protects the business against theft/loss of stock and/or damages caused by natural disasters such as floods and storm damage. • Protects businesses from claims made by members of the public for damages that the business is responsible for. • Businesses will be compensated for insurable losses, for example, destruction of property through fire. • Businesses assets need to be insured against damage and/or theft. 8. INSURABLE RISK VS NON-INSURABLE RISK Insurable Risk Non-insurable risk • These risks are insured by insurance • These risks are not insured by insurance companies. companies as insurance cost/risks are to • Insurance companies decide on the high/remains the responsibility of the likelihood of an event and then decide if they business. want to insure the risk. • The insurance company cannot calculate the profitability of the risk and therefore they cannot work out a premium that the business must pay. Examples: theft; fidelity insurance; burglary, Examples: losses/damages incurred as a result money in transit, fire of a war; fluctuations in fashion and trends, new inventions were created by the improvement in technology. Page 14

2022 WORKBOOK | Grade BUSINESS STUDIES 12 9. COMPULORY INSURANCE Unemployment • The Unemployment Insurance Fund (UIF) was established to assist Insurance Fund employees with financial aid should they become unemployed due to [UIF] termination of the employment contract by the employer. • The UIF provided financial assistance for a limited period to the dependents of a deceased employee who was registered with the UIF. • The employer is required to register their employees with the UIF and to pay the levy of 2% of the employee’s salary/remuneration to SARS every month. • The employee contributes 1% of his/her salary/remuneration towards the UIF. • The employer contributes an additional 1% of the employee’s salary towards the UIF fund. • Employees must work at least 24 hours a month before they are required to contribute towards the UIF fund. COIDA • The Compensation for Occupational Injuries and Diseases Act covers occupational diseases and injuries sustained by employees during the performance of their official duties. • COIDA makes provision for the compensation of employees who sustain injuries/diseases at work. • All employers are compelled to register with the Compensation Fund so that employees may be compensated for accidents and diseases sustained in the workplace. • Employers are required to report all accidents within seven days and occupational diseases within fourteen days to the Compensation Commissioner. • The levy paid to the Compensation Fund is the responsibility of the employer. RAF/RABS • The RAF/RABS is responsible for providing appropriate cover to all road users within the borders of South Africa. • The Fund compensates a person in accordance with the RAF/RABS Act for loss or damage wrongfully caused by driving a motor vehicle. • The RAF/RABS provides a social security safety net to the country and economy by making available compulsory social insurance cover to all South African road users. • The RAF/RABS indemnifies the wrongdoer from liability to any victim of a car accident. You should be able to identify types of compulsory insurance from given scenarios/statements. Keep abreast of the changes in legislation from time to time, for example, the RAF is changing to the RABS (Road Accident Benefit Scheme). Page 15

2022 WORKBOOK | Grade BUSINESS STUDIES 12 SESSION 2: INVESTMENT - INSURANCE Question 01 Answer 01 Indicate the type of insurance each WORKSHEET of the statements below refer to: 1.1 Insurance that individuals/ businesses are compelled to 1.1 ______________________ TOPIC: take out. 1.2. The insured has the option of 1.2 ______________________ Answer the THREE questions insuring against certain risks and write the correct answer on that may or may not occur. the right hand side of the page You should be able to complete Question 02 Answer 02 the THREE question within 10 minutes Indicate the principle of insurance each of statements below refer to: 2.1 The insured is compensated for specified loss. 2.1 ______________________ 2.2 Insured must prove that he/she will suffer a financial 2.2 ______________________ loss if the insured object is damaged 2.3 ______________________ 2.3 Both parties/insurer and insured must disclose all relevant facts Question 03 Answer 03 Indicate the type of compulsory insurance referred to in each of the statements below: 3.1 Assist employees with financial 3.1 ______________________ aid should they become unemployed due to termination of 3.2 ______________________ the employment contract by the employer. 3.3 ______________________ 3.2 Provides appropriate cover to all road users within the borders of South Africa. 3.3 Covers occupational diseases and injuries sustained by employees during the performance of their official duties. Page 16

2022 WORKBOOK | Grade BUSINESS STUDIES 12 ACTIVITY 1 TOPIC: INVESTMENT - INSURANCE TRY AND LEARN Section B – Indirect type question ACTIVITY 1 1. Read the scenario below and answer the questions that follow: Use the average cause formula to calculate the amount that will be Peter owns a thatched house valued at R 1 000 000. He paid to Peter insured his house with Pro-Cover Insurers for R 800 000. A fire in the kitchen caused damages of R 30 000. Question 1 and 2 should be completed in 15 minutes 1.1 Calculate the amount that Pro-Cover Insurers will pay Peter to cover damages. Show ALL calculations. 1.2 Explain to Peter the reason why he did not qualify for the full amount of damages sustained. 2. Complete the following statements regarding the importance of insurance Statements Answers 1 Transfers the … from the business/insured to an insurance risk company /insurer 2 Transfer of risk is subject to the terms and conditions of the contract insurance … 3 Protects businesses against … employees dishonest 4 Protects businesses against losses due to … of a debtor. death 5 Protects the business against theft/loss of stock and/or damages disasters caused by natural … such as floods and storm damage. 6 Protects businesses from … made by members of the public for claims damages that the business is responsible for. 7 Businesses will be … for insurable losses, for example, destruction compensated of property through fire 8 Businesses … need to be insured against damage and/or theft assets Page 17

2022 WORKBOOK | Grade BUSINESS STUDIES 12 SESSION 3: TEAM PERFORMANCE AND CONFLICT MANAGEMENT GRADE In Grade 10 12 you were introduced to the concept of teamwork. The advantages of team-work for a business were outlined and the factors influencing team relationships were explained. You were required to recommend ways in which businesses can address factors that influence team relationships. The criteria for successful team performance were outlined. In Grade 11 the importance of a team was expanded on. The four stages of team development were outlined to you. WHAT THE LEARNER MUST KNOW • Outline/Explain/Discuss the criteria for successful team performance • Outline/Explain/Discuss the characteristics of successful team performance. • Explain/Describe/Discuss the stages of team development. • Describe/Explain/Discuss/Elaborate on the importance of team dynamic theories in improving team performance • Outline/Explain/Describe/Discuss causes of conflict in the workplace. • Identify causes of conflict from given scenarios/statements • Explain/Advise businesses on how they should handle conflict in the workplace (Conflict resolution steps/technique • Differentiate between grievance and conflict. • Explain/Discuss the correct procedures to deal with grievances in the workplace. • Suggest/Recommend different ways in which businesses can deal with the difficult people/personalities in the workplace. • Explain/Suggest different ways in which businesses can deal with difficult employees in the workplace Page 18

2022 WORKBOOK | Grade BUSINESS STUDIES 12 1. TERMINOLOGY Term Definition Conflict Disagreement between two or more employees. Complaint by an employee against the employer or a fellow Grievance employee. Forming Stage of development during which team members meet one another. Stage of development during which team members oppose Storming one another. Stage of development during which team members work in Norming harmony with one another Team members demonstrate competence on their own and Performing provide valuable input in decision making. Adjourning Stage of development in which the project has ended The willingness of a group of people to work together in pursuit of a Team work common goal. Cooperation / the process of working together to achieve Collaboration similar goals. Interpersonal attitude Attitude towards one another in group 2. CRITERIA FOR SUCCESSFUL TEAM PERFORMANCE Interpersonal • Team members encourage one another in pursuit of the goals of the attitudes and team. behaviour • By supporting one another, individual members experience job satisfaction which may lead to improved productivity. • Team members work together passionately to achieve a common goal. Shared values/ • Team members respect/trust one another despite differences that may Mutual trust and exist among the team. support • The experiences of other team members are acknowledged. Page 19

2022 WORKBOOK | Grade BUSINESS STUDIES 12 2. CRITERIA FOR SUCCESSFUL TEAM PERFORMANCE Communication • The role/s of every team member is set out in the procedures that the team must adhere to. • Speedy decisions are made if communication amongst team members is clear. • Constructive feedback leads to better decision-making at the next opportunity. Co-operation/ • Each team member knows exactly what they are expected to do because the goals are clear. Collaboration • Team members are willing to work with one another in pursuit of the goals of the team. • Decision-making is a collaborative effort between all team members and supervisors. The criteria for successful teams serve as a guideline on how teams should interact with each other when working on a project. 3. CHARACTERISTICS OF SUCCESSFUL TEAMS • Successful teams share a common goal as team members are part of the process of setting goals for the group. • There is a climate of respect/trust and honesty. • Share a set of team values and implement group decisions. • Successful teams have sound intra-team relations. • Teams value the contributions of individual members and reach consensus on differences. The characteristics of a successful team must not be confused with the criteria for a successful team. 4. STAGES OF TEAM DEVELOPMENT Forming Storming Norming Performing Adjourning You should be able to identify the stages of team development from given scenarios/statements OR Provide a detailed explanation of EACH stage of team development. Page 20

2022 WORKBOOK | Grade BUSINESS STUDIES 12 5 IMPORTANCE OF TEAM DYNAMIC THEORIES IN IMPROVING TEAM PERFORMANCE • Team dynamic theories are used to explain the effectiveness and importance of teamwork. • Tasks are allocated to team members consistent with the role the team member performs within the team. • The skills of the team member determines the role that will be allocated to him/her. • Individuals are given the chance to perform optimally within the team, given the roles allocated to them. • Individuals within the team with similar skills/talents/experience may compete for certain responsibilities/duties. 6. CAUSES OF CONFLICT Differences in Ignoring procedures Lack of cooperation Personality differences background Lack of recognition Unfair workloads Unrealistic deadlines Lack of proper communication 7. GRIEVANCE AND CONFLICT Grievance Conflict When an employee has a problem/complaint Clash of opinions in the workplace. in the workplace It is when an individual/group has a work- Disagreement between two or more parties in the related issue workplace Examples: Discrimination, unfair treatment, Examples: A lack of trust/miscommunication/ poor working conditions personality clashes/different values A grievance is lodged by ONE person and it is more formal than conflict, whereas conflict exists between two or more people. 8. CONFLICT RESOLUTION TECHNIQUES/STEPS 1. Acknowledge that conflict 4. Arrange a time and place for 7. Allow each employee to exist conflicting employees to meet express his/her views 2. Determine the cause of the 5. Invite conflicting employees 8. Encourage conflicting conflict to a joint meeting employees to accept that their views are different 3. Invite conflicting employees 6. Explain the purpose of the 9. Evaluate the views expressed to state their views separately purpose of the meeting and make an objective decision Page 21

2022 WORKBOOK | Grade BUSINESS STUDIES 12 9. STRATEGIES TO DEAL WITH DIFFICULT PERSONALITIES Complainer ∙ Listen to the complaints but don’t acknowledge them by nodding your head. ∙ Interrupt the complainer after awhile and proceed with strategies to deal with the issues raised Indecisiveness ∙ Suggest alternative approaches and guide the employee through the alternatives ∙ Highlight the importance of decision making and the consequences of delaying thereof Over-agree ∙ Be firm with the employee and don’t allow him/her to let them make promises that they cannot keep. ∙ Monitor the progress of duties assigned to the employee. Negativity ∙ Listen to the employee, but do not agree with him/her ∙ Allow the employee to express his/her views, but do not own their negativity Expert ∙ Listen to the employee, but let him/her know that you are in control of the situation ∙ Let him/her know that you value their inputs, but that you’ll also consider other alternatives Quiet ∙ Give the employee sufficient time to express his/her views on the issues ∙ Do not use the delay in responding by the employee to express your views ∙ Affirm the employee, but acknowledging the inputs provided Aggressive ∙ Provide the employee with sufficient time to express himself/herself. ∙ Refrain from attacking their views, that will draw you into a confrontation with him/her ∙ Protect other employees from being intimidated by the employee You should be able to identify/name the different personalities from given scenarios/statements. 10. WAYS OF DEALING WITH DIFFICULT EMPLOYEES ∙ Arrange a private meeting with the difficult employee, to avoid being distracted whilst dealing with the issues. ∙ State clearly the purpose of the meeting to ease any fear that the employee may have. ∙ Be specific about the behaviour of the employee that’s deemed to be unacceptable. ∙ Provide the difficult employee with an opportunity to explain his side of the unacceptable behaviour. ∙ Determine a deadline by which the behaviour of the difficult employee must improve. ∙ A conversation must be held with the difficult employee regarding the deadline and the monitoring of progress of the behaviour prior to the deadline ∙ Provide the difficult employee with guidelines for improvement of his/her behaviour ∙ Assist the difficult employee about being realistic about changes in his behaviour Page 22

2022 WORKBOOK | Grade BUSINESS STUDIES 12 SESSION 3: TEAM PERFORMANCE & CONFLICT MANAGEMENT Question 01 Answer 01 1.1 List FOUR criteria for 1.1 ______________________ WORKSHEET successful teams. 1.2 ______________________ TOPIC: 1.3 ______________________ Answer the THREE questions 1.4 ______________________ and write the correct answer on the right hand side of the page You should be able to complete Question 02 Answer 02 the THREE question within 10 minutes Indicate which of the following statements refers to a grievance or conflict 2.1 When an employee is 2.1 ______________________ unhappy/ has a problem/complaint in the workplace 2.2 ______________________ 2.2 Disagreement between two or more parties in the workplace 2.3 ______________________ 2.3 It is when an individual/group has a work-related issue Question 03 Answer 03 3.1 State FOUR causes of conflict in 3.1 ______________________ the workplace 3.2 ______________________ 3.3 ______________________ 3.4 ______________________ Page 23

2022 WORKBOOK | Grade BUSINESS STUDIES 12 ACTIVITY TOPIC: TEAM PERFORMANCE & CONFLICT TRY AND LEARN MANAGEMENT ACTIVITY 1 Section B – Indirect type question Question 1 and 2 should be 1. Read the scenario below and answer the questions that completed in 40 minutes follow: BOBBY BUILDERS (BB) Bobby Builders (BB) specialises in building projects. The Please note the following manager at Bobby Builders and the building supervisor regarding an essay in finds it difficult to agree with each other which has caused Business Studies: a lot of conflict. Your essay consist of: ❖ Introduction 1.1 Identify the cause of conflict at BB. Motivate your ❖ Body answer by quoting from the scenario above. ❖ Conclusion (3) 3.2 Discuss how businesses should handle conflict in the workplace. (6) 2. Essay Type question Teamwork plays an important role in achieving business goals and objectives. Businesses spend large amounts of money and time on team building exercises and projects. Teams may consist of people from diverse backgrounds which may sometimes cause conflict. Write an essay on team performance and in which you include the following aspects • Outline THREE criteria for successful team performance. • Explain the different stages of team development • Describe the causes of conflict that may arise in the workplace. • Advise businesses on the steps to be applied when resolving conflict in a team. Page 24