Controlling performance (chap 5)

Question 1

control

Answer 1

a primary task and is the process of ensuring the operations proceed according to plan

Question 2

the control system has

Answer 2

-control environment
-control procedures

Question 3

control environment

Answer 3

management philosophy
operating style
management policies

Question 4

control procedures

Answer 4

control mechanisms

Question 5

human resources consists of

Answer 5

-appraisal system
-health and safety
-discipline and grievance
-dismissal and redundancy
-fairness in the workplace

Question 6

management by objectives

Answer 6

setting a clear direction and aims without necessarily predetermining how that will be achieved and delegating much of the responsibility for making the “how” decision

Question 7

what should you encourage staff to do if you are managing by objectives

Answer 7

encourage staff to be proactive
set objectives and coach staff to achieve them

Question 8

benefits of health and safety

Answer 8

-legal obligations are being met
-cost savings
-company image
-preserve employee well-being

Question 9

discipline

Answer 9

discipline is present when employees follow goals or objectives without conflict

Question 10

purpose of discipline

Answer 10

change of behavior

Question 11

the stages of discipline

Answer 11

-the informal talk
-the oral warning
-the written or official warning (1st & 2nd)
-suspension
-demotion
-dismissal

Question 12

the procedure for dismissal and suspension

Answer 12

1. a statement in writing of what the employee has done
2. a meeting to discuss the situation
3. the right to appeal

Question 13

handling discipline

Answer 13

-encourage improvement
-act promptly
-gather the facts
-stay calm
-be consistent
-consider each case on merit
-follow the disciplinary procedure
-suspension

Question 14

act promptly

Answer 14

-delay can make things worse
-can be dealt with informally

Question 15

gather the facts

Answer 15

after gathering the facts, the manager must decide to:
-drop the matter
-arrange counselling/ take informal action
-arrange a disciplinary meeting

Question 16

be consistent

Answer 16

same rules for all employees

Question 17

consider each case on merit

Answer 17

circumstances of the people

Question 18

suspension with pay

Answer 18

can suspend with pay while investigating

Question 19

when does grievance happen

Answer 19

when an employee feels superiors or collogues treat them wrongly

Question 20

the grievance procedure

Answer 20

-discuss the grievance
-if the grievance is unwarranted, it is taken to the employee’s superior
-if superior cant help then it goes to their boss and HR
-distinct between individual and a collective grievance
-colleague, staff or union should be involved
-time frames and deadlines should be stated to resolve the issue or submit an appeal

Question 21

tribunals

Answer 21

-if the employee is not happy with the grievance procedure, then the employee can go to tribunal
-less formal than court

Question 22

resolving disputes without a tribunal

Answer 22

-arbitration
-mediation
-conciliation

Question 23

arbitration

Answer 23

an independent arbitrator hears the case and delivers a legally binding decision

Question 24

the benefits of arbitration

Answer 24

-speed, private informal hearing
-no cross-examination
-limited grounds for review of arbitrator’s decision

Question 25

mediation

Answer 25

impartial 3rd party facilitates discussion between the parties and encourages them to reach mutually satisfactory conclusion

Question 26

benefits of mediation

Answer 26

-speedy resolution -avoids the stress of a formal hearing -parties can express their views directly to each other

Question 27

conciliation

Answer 27

used to settle dispute before it goes to tribunal hearing

Question 28

what is the aim of conciliation

Answer 28

build a positive relationship between disputing parties

Question 29

benefits of conciliation

Answer 29

-confidentiality -avoid cost, time and stress of tribunal -decrease damage of employment relationship -reaching an agreement to satisfy both parties

Question 30

benefits of discipline and grievance

Answer 30

-legal obligations met -cost savings -company image -preserve employee well-being

Question 31

dismissal

Answer 31

termination of employment with/without notice by the employer

Question 32

constructive dismissal

Answer 32

resignation of the employee because the actions of the employer were sufficient enough to terminate the contract

Question 33

fair dismissals

Answer 33

-employee's conduct -employee's capability or qualifications -statutory duty or restriction prevented employment being continued -role was redundant

Question 34

wrongful dismissal

Answer 34

without notice

Question 35

redundancy is justified when

Answer 35

-cessation of business -cessation of business in the place employee was employed -cessation of type of work

Question 36

equal opportunity

Answer 36

-removing discrimination -issue for disadvantaged groups -a human resource role -relies on proactive

Question 37

diversity

Answer 37

-maximizing potential -relevant to all employees -a managerial role -doesn't rely on a proactive role

Question 38

organizational culture

Answer 38

the way we do things around here

Question 39

level of cultures

Answer 39

-artefacts -espoused values -basic assumptions

Question 40

artefacts

Answer 40

-can be seen, heard and observed -view of the organization that the public experiences

Question 41

espoused values

Answer 41

-identified from stories and opinions

Question 42

basic assumptions

Answer 42

very embedded in culture

Question 43

the organizational iceberg is made of

Answer 43

-formal aspects -behavioural aspects

Question 44

formal aspects

Answer 44

-visible -goals -technology -procedures -structure -skills

Question 45

behavioral aspects

Answer 45

-hidden -attitudes -styles -communication patterns -values -feelings -beliefs

Question 46

advantages of strong culture

Answer 46

-good communication -social identity and a sense of belonging -reduce differences amoung members -strengthen the dominant values and attitudes -regulates behavior and norms -minimizes differences

Question 47

disadvantages of having a strong culture

Answer 47

-difficult to change beliefs -blinkered view which could impact ability to learn new skills -might stress inappropriate values -conflicts arise when two strong cultures come into contact -might not be attuned to environment

Question 48

influences on culture

Answer 48

-size -technology -diversity -age of business -history of business -ownership of the business -individual initiative -degree of risk tolerance -clarity of direction