Chapter 24

Question 1

5 steps to good time management

Answer 1

Plan 
Prioritise
Don’t multitask
Remove distractions 
Track your activities

Question 2

Internal and external barriers of good time management

Answer 2

Internal 
Personality of the individual
Discipline 
Procrastination
Motivation

External
Culture of the organisation
Nature of the work 
Staff demands
Management style

Question 3

Mentoring vs Coaching

Answer 3

Coaching differs from mentoring as it is for a very structured and formal relationship over a short period of time whereas mentoring is a long-term process based in mutual trust and respect.

Counselling is the provision of professional assistance and guidance in resolving personal or psychological problems

Question 4

Three types of behaviour that can be adopted when dealing with other people

Answer 4

Aggressive - standing up for yourself at the expense of other people. This behaviour violates the rights of the other person

Assertive - standing up for your own rights and needs while respecting those of others

Passive - belief that your rights are less important than those of others

Assertion has the advantage of being influential because it is consistent while being respectful. Aggression often causes defensive responses and can ultimately be unproductive.

Passive behaviour can become stressful as needs are denied

Question 5

Three formal communication channels in an organisation

Answer 5

Downward - manager to employee
Katz and Kahn identified the general purposes of downward communication were to give specific directives, explain rationale for the job, provide feedback and communicate organisational and ideological information.

Upward - employee to manager
Provides management with feedback on results achieved and problems encountered.

Horizontal/Lateral - communicating across departmental lines. This is important to task co-ordination, problem solving, information sharing and conflict resolution.

Question 6

3 informal communication types

Answer 6

Grapevine
The network of social relationships that arises spontaneously as people associate with one another

Rumour
These are messages transmitted in the grapevine. These can be influential and damaging. An atmosphere of poor employee communication will increase the number of hours.

Gossip
This is idle talk that can be hurtful and malicious. It can also be a socialising force