b6 work skills heading

Question 1

belief

Answer 1

the thoughts or reasons that influence a person’s way of thinking.

Question 2

cultural expectation

Answer 2

shared expectations held by a particular group and
identifiable group that influences their behavior

Question 3

value

Answer 3

a personal feeling or ideal which influences a person’s ethics and actions

Question 4

adapting communication skills to mediate

Answer 4

Identifying common ground.
 Identifying and clarifying personal issues and needs.
 Understanding the other person’s point of view

Question 5

Informal strategies

Answer 5

-communicating concerns through supportive relationships
-being tolerant of others
-adopting a positive approach to resolving differences
-internal mediation

Question 6

formal processes

Answer 6

arbitration processes
eg industrial tribunal hearings and trade union intervention

Question 7

trade union intervention

Answer 7

union intervenes to represent the employees in an industry in
negotiations with the employer

Question 8

tribunal hearing

Answer 8

an ‘arbitrator’, who decides between two points of view. The
arbitrator acts like a judge and makes a firm decision on a case.

Question 9

legal rights and responsibilites eg

Answer 9

cop[yright laws that protect ownership of work

Question 10

protocol

Answer 10

how things are done and how activities should be carried out

Question 11

policy

Answer 11

formalised document outling what is and isnt permitted in relation to certain activities