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NVQ Level 3 Diploma: Manage Your Own Performance in Business

Livingsta shares her positive experience in business administration, customer service, and education.

Review information on how to manage your own performance in a business environment.

Review information on how to manage your own performance in a business environment.

Introduction to This Unit

This is a Group A mandatory unit at Level 3 with 3 credits in total. Candidates will have a thorough understanding of how to plan and prioritise work, how they are accountable to others and how that affects the business, the importance of being supportive, how to plan and prioritise workload and the importance of doing so and how to be accountable for their own work.

A personal statement for this unit has also been included.

P.S: On a kind note, please do not copy anything submitted here and display it in your file. This has been published purely to help you gain an idea/understanding of what they expect you to write and how you have to write. You will have to relate to your own work area and organisation and stick with it while preparing the files. Thank you for your cooperation.

1. Explain the purpose and benefits of planning work and being accountable to others for your own work.

With a plan, we can get a rough estimate of at least how much time the course of action would take.

The Advantages of Planning

  • Planning gives a rough estimate of the time required for completion of the actions and defines the actions that one will be performing.
  • It helps plan the budget.
  • It helps to be ready to face emergencies.
  • It helps you to be organised on a day-to-day, weekly and monthly basis.
  • Planning helps avoid duplication of labour.

While planning, you have to obtain as many details about the piece of work you are doing to enable you to produce your work as efficiently as possible.

You can write your plans down on a to-do list. Writing down everything has two purposes:

  1. Firstly, you are planning your job and the tools you need.
  2. Secondly, you are making a written account of your job for others to see.

In this way, if you are asked what you have done at any time, you can show it to them and be accountable for your work.

2. Explain the purpose and benefits of negotiating realistic targets for work and the ways that you do this.

It is important to negotiate realistic targets to get the jobs done on time; otherwise, it will have a bad remark on your work ethic. It is always good to plan for extra times, rather than tight timeframes, because quality of work is very important. The ways to negotiate are,

  1. Planning and preparation: Have clear-cut objectives and stay by them. Collect all the information needed to complete the task even before starting the task.
  2. Discussion: It is worth having a discussion with experienced staff or seniors to get advice on whether your plan or assumption about a plan is good enough to complete the task perfectly.
  3. Review and propose: Explain realistically your suggestions and wait for a response. Speak to the team, and take in advice and suggestions.
  4. Bargain and settle: Look for deals that best suit the company’s budget and also do not fail to check quality. Negotiate with the dealers and settle in the best affordable deal.

3. How do you prioritise targets and set timescales for your own work?

Every job or task, whether important or not, whether urgent or not, has a deadline and has to be completed within the agreed timescale. Work and tasks have to be prioritised depending on the nature of work, length of work, urgency and the deadline on it.

The most urgent tasks should be on the high priority list; so are the jobs that will require the most time but are less urgent, because you will have to work on them for a few days or maybe even weeks. So look through the different stages of the task or project and estimate the time it will take to complete each step. This way, you will be able to set a timescale for the entire task and decide on a date, and then start working towards completion on that day. This will help motivate you and get you to spend the required time working on it to complete it at the right time.

To achieve your target, make sure you:

  • Decide how much time you will need to spend each week to achieve your task on time.
  • Keep the date on your diary to keep yourself focused.
  • Have a record of all steps that are completed towards achievement; this will help to motivate yourself.
  • Check each week to see if you are spending the right amount of time as planned, and most importantly, check to see if you have achieved what you have set out each week.
  • When you get used to this plan, you will see that it becomes your routine and will help you achieve with not much difficulty.

4. What types of problems might occur during work and how do you deal with them?

Problems can occur at any time at work, and one has to be prepared to face them and resolve them without affecting the normal functioning of the team and organisation. If there are situations where a task can not be completed on the required date, make sure to contact the concerned people and arrange for a different date. That way, you keep people informed, not leaving them wondering what has gone wrong.

If there are tasks that are left incomplete by someone in the team but nearing a deadline, make sure you give them a call and ask them why it is not complete yet, and request a time it’s going to be completed. Tell them the importance of completion.

Sometimes, you come across IT issues which will hinder you from doing your work or even prevent you from finishing off your work on time, especially those that have a very tight deadline. During these circumstances, report it to the IT desk at once and explain to them that it is very urgent and that you have a deadline.

5. Explain the purpose and benefits of keeping other people informed about progress.

It is important to keep people informed about progress because it helps them to know what targets they need to achieve and whether they have achieved them. Also, it helps to outline and set out objectives and targets for achievements. It also helps with motivation.

6. Explain the purpose and benefits of letting other people know in good time if work plans need to be changed.

People need to be informed if work plans need to be changed so that they are aware they need to change what they are doing. It also makes them feel involved in what's going on and get feedback as to whether the plans are feasible.

7. Explain the purpose and benefits of recognising and learning from mistakes.

The purpose and benefit of learning from mistakes are that you don't make the mistakes again.

Learning from mistakes is taking full responsibility for our actions, being humble enough to recognise our faults and not blaming the mistakes on other people. It is important that we recognise our part in the problem. Learning from mistakes is recognising what you did wrong, contemplating the situation until you realise what you should have done, apologising and having the self-discipline to make sure the mistake never happens again.

The best way of learning from mistakes is to learn from others' mistakes. Be attentive to what others are doing, ask questions, follow those who are successful and analyse what actions they made to become successful and understand their mistakes and setbacks so to try to avoid them.

8. Explain the purpose of guidelines, procedures and codes of practice that are relevant to your own work.

The purpose of guidelines and procedures is that you know what has to be done and how it has to be done. There is no chance for you to go wrong and make mistakes.

The purpose of this Code of Practice is to establish clear and mutual expectations. This helps to minimise the risks and problems of personal difficulties, problems with supervision, or bad performance.

2.1 What is the purpose of setting high standards for your own work?

It is important to set high standards for my work because it will help me to do the best I can. When I do my best, I get recognised at work in a positive way. High standards create a challenge in me and make me want to achieve. They help me get better and improve with time. I would set these standards by talking to my line manager and asking what I could do to improve the work I do because my manager would then tell me what I am already doing good and what needs to be completed to a higher standard.

2.2 How do you set high standards for your work?

Setting high standards makes me look forward to each day and month as I progress. It helps me to do my best and helps me get recognised.

I set SMART goals; that means Specific, Measurable, Achievable, Realistic and Timed.

But whichever kind of work it is, I approach it with a sense of self-worth.

2.3 How do you deal with pressure arising from work tasks? Give examples.

Pressure in the workplace is ok for some people and they just cope with it. For others, it can be haunting and causes lack of sleep, problems at home and at work and health problems.

If you cannot cope with high levels of pressure, then you need to take steps to ensure that the pressure does not overcome you.

I try my best to be very disciplined in what I do and to plan very well. I also try not to be responsible for other people. I also give feedback constantly to my manager about how things are going. That way, I keep them informed all the time about what is happening, they will know what is going on and there won't be any surprises to worry about if anything gets delayed.

2.4 Why should you accept setbacks and how do you deal with them?

When a setback occurs, I accept that this is a part of life and do what I need to do to solve the problem so I can move on.

I deal with setbacks by stepping back and reflecting, staying positive, focussing on the future more than the past, learning from the experience, finding a way to benefit and remembering that failure isn’t final.

2.5/6 Why should you be assertive and what does that mean in your work tasks? Give examples.

Assertiveness means standing up for my rights while respecting the rights of others. Being assertive helps me to communicate my needs in a clear way and also helps to ensure that I am not being used or taken advantage of.

I value myself and my rights and ask for my needs to be satisfied. I think that people have to be responsible for their own behaviour. All negative thoughts or feelings have to be expressed in a positive manner, and criticism has to be taken positively too. I also try to say "No" wherever needed.

2.7 Why should you be ready to take on new challenges at work and adapt to change?

It is important to take on new challenges and adapt to changes because nothing ever stays the same; things are always changing which means unless I can adapt and change too I will be stuck doing the same things which could then make my life a lot harder than it needs to be. Changes could be due to an advance in technology, new environment or anything that will have an impact on me and my day-to-day life.

If I am ready to take on new challenges and adapt to change, it means I am ready to learn new things in a new environment. Work procedures do not remain the same all the time, and policies and procedures might change with time, and this means employees will be expected to adapt to new changes and circumstances.

2.8 Why should you treat others at work with honesty, respect and consideration?

Reasons why one should treat others with honesty, respect and consideration at the workplace:

  • Employees as a team work closely together and with their manager. So being honest and respecting each other is very important for the smooth functioning of the team.
  • Even if you do not like the nature or characteristics of a person or few people in the team, you still have to respect them and be honest with them for the proper functioning of the team and the organisation.
  • The quote 'do unto others as you would expect them to do unto you' should be burned in my memory.
  • Every person has different problems which we may or may not know. So always treat even people who annoy or frustrate us with respect and be honest with them.

Honesty is always rewarding. It will be recognised one day. Every team is made up of people from different backgrounds and different characters. There are people who backstab you, disrespect you and hurt you. But in all these situations, it is very important to stay honest and respect people.

A typical example of what happened recently is when my manager accused me of something which I had not done, and it was a day when I was going through a lot of emotional problems in my personal life, which broke me down to pieces. I still took control of the situation, stayed calm without arguing, and thought to myself, maybe my manager has too much work herself and might be overwhelmed.

I did not show any disrespect to her the next day when I saw her in the office. I will take some time for this to calm down and explain to her what actually happened when she is calm.

2.9 What types of behaviour at work demonstrate the above qualities and what types do not?

Being honest and true to others and yourself, helping people with a smile on my face, and respecting other people the way I feel they should respect me are the qualities that demonstrate the above qualities.

Trying to hide my mistakes, not owning my mistakes and errors, not being helpful, and not valuing the feelings of other individuals are qualities that do not demonstrate the above behaviour.

2.10 Why should you help and support others at work?

Helping other people makes one feel better both physically and mentally. It also gives both parties a better understanding of each other's society and gives one an opportunity to use their talents, skills and resources to assist someone who is in need. I always try my best to help others. Because at the workplace, cooperation reflects team spirit and this will improve the efficiency of the work

This is important because if I ever needed help, people will treat me the way I taught them.

This article is accurate and true to the best of the author’s knowledge. Content is for informational or entertainment purposes only and does not substitute for personal counsel or professional advice in business, financial, legal, or technical matters.


Paula on August 11, 2020:

Really helpful

Sunita sharma on January 14, 2020:

Very helpful

PAPORI CHETIA on February 20, 2018:


Jerone Hanks on June 15, 2016:

plan work tasks to make best use of own time and available resources?

livingsta (author) from United Kingdom on January 05, 2016:

Hello A, thank you for passing by. I am sorry, I do not have any in hand. If you need them, maybe I can have a look into that for you. Please drop a line if you need. All the best! :)

livingsta (author) from United Kingdom on January 05, 2016:

Hello JKE, you're welcome, all the best! :)

livingsta (author) from United Kingdom on January 05, 2016:

Hello Paul C, thank you so much. I am glad that these hubs helped. All the best! :)

livingsta (author) from United Kingdom on January 05, 2016:

Hello Robert Ohlsson, I am so sorry for not responding earlier. Do you still require any help? I have some units from my NVQ customer service that I have not published here. I can have a look into that for you. Please drop a line if you need. I am hoping that you have successfully completed your qualification. Take care and all the best! :)

livingsta (author) from United Kingdom on January 05, 2016:

Hello Kenny MG, thank you so much. I am pleased that you found this useful! Have a great 2016!

livingsta (author) from United Kingdom on January 05, 2016:

Hello Ayumi, you're most welcome. I do understand your situation as I have been there before. I am glad that you found this helpful. Take care and all the best! x

livingsta (author) from United Kingdom on January 04, 2016:

Hello Amy, you're welcome and all the best!

livingsta (author) from United Kingdom on January 04, 2016:

Hello paula, thank you. I am glad that it helped! All the best!

livingsta (author) from United Kingdom on January 04, 2016:

Hello Mark, you're welcome. Glad it was useful. All the best!

livingsta (author) from United Kingdom on January 04, 2016:

Hello chay, you're welcome. All the best!

livingsta (author) from United Kingdom on January 04, 2016:

Hello Chelsea, you're welcome. I am glad that this helped you. All the best!

a on December 21, 2015:

hi livingsta do you have any information on Unit 2 Principles Of Business Communication And Information


JKE on June 02, 2015:

This was great! Thank you!

Paul C on March 04, 2015:

It is wasn't for your excellent hints and explanations I would never have finished the NVQ - thank you so much

Robert Ohlsson on February 06, 2015:


I was wondering if you had any notes or links to the sections from this workbook on Delivering or monitoring customer service?

Amy on December 04, 2014:

Thank you so much for this, it has been so much help! :)

paula. on October 25, 2014:

loads of help there, thank you so much!

MR Black from UK, Europe on August 29, 2014:

Your article gave meaningful direction in an otherwise clueless business education environment.

Mark on August 04, 2014:

Really helpful page, thank you so much!

chay on April 28, 2014:

this really helped me undertstand the questions being asked thank you!

Ayumi on March 10, 2014:

Amazing website, I struggled with thinking about what to write in my assignments, your posts gave me an idea of what it should look like. They have made my work so much easier. Thank you x

Chelsea on October 29, 2013:

this has made the understanding of the questions a whole lot easier! thank you

livingsta (author) from United Kingdom on September 17, 2013:

Hi Warda, thank you. I am glad that it was helpful. All the best :-)

Warda on September 17, 2013:

Thank you very much for your amazing help.

livingsta (author) from United Kingdom on July 31, 2013:

Hi Ben, thank you. I am glad that this was helpful! All the best!

Ben Roebuck on July 31, 2013:

Thank you so much, was clueless before reading this

livingsta (author) from United Kingdom on March 26, 2013:

Hi Shannon, thank you. I am glad it was useful :-) All the best!

shannon hill on March 26, 2013:

this was extremely helpful thank you!!

livingsta (author) from United Kingdom on January 11, 2013:

Thanks a lot Leanne, glad it has helped a few people including you. I am pleased :-)

Leanne on January 11, 2013:

This page really helped me understand the questions better and what the board want included in the answers. Very helpful! Thank you.