SBL Year 13 Flashcards

Question

19/06/17 Disadvantages of annualised hours

Answer 1

Being on call may be restrictive for employees

Answer 2

Where working hours mirror term time days. The employee will work as normal during term time but won't work during school holidays

Answer 3

The job still gets done, however, no work is done during holidays

Answer 4

Employees may feel demotivated during busy periods

Answer 5

This is the process of identifying the gap between current training and training needs so that employees can be given the skills that they need to do their job effectively

Answer 6

This usually comes in the form of an order, where the receiver has no right to reply

Answer 7

Quick to use | No pressure on the sender to justify what is being communicated

Answer 8

Less reliable as there is no way to check message (no feedback) May cause frustration for the receiver

Answer 9

This involves both a sender and a receiver

Answer 10

More effective/reliable, because the receiver is able to gain feedback Receiver feels more motivated

Answer 11

Takes more time and is therefore more expensive | Puts the sender of the information under pressure to explain the information being sent

Answer 12

This is within an organisation those that take place using agreed rules or procedures (e.g. a board meeting)

Answer 13

Those that are not based upon any set measures (e.g. conversations in a staff room)

Answer 14

Formal communication is not necessarily paper based, and informal communication is not necessarily always verbal

Answer 15

This is associated with communication from management being passed down to the employees on the shop floor

Answer 16

This involves communication between people on the same level of the organisational structure

Answer 17

This involves the use of language which will be understood by the vast majority of the population. It is very important if the business intends to reach a large audience

Answer 18

This is where a business may have its own language for activities, procedures and components within the business. This will be understood by those within the business, but not by anyone else outside the business

Answer 19

This refers to how the message is imparted to the receiver/(s) and involves a text message or email or face to face conferencing or fax

Answer 20

Technical Semantic Effectiveness

Answer 21

These are rules or guidelines that reflect expectations of how group members should act and interact. They define what behaviours are acceptable or not

Answer 22

These are where norms aren't always expressed or discussed. People may simply assume that certain norms exist and accept them by unspoken consent

Answer 23

Sometimes group norms are stated outright, either orally or in writing. Such explicit rules may be imposed by an authority figure such as a designated team leader

Answer 24

``` Whether views are shared Power of members of the group The extent to which the individual needs the group Formality of the group Purpose of the group ```

Answer 25

Source - this is the individual who is communicating a message Message - the information that the individual wants to communicate Media - the channel that the message is conveyed through. Eg face to face meetings, telephone calls or emails

Answer 26

Receiver - person that the message is being delivered to Feedback - gathered from the receiver. Through verbal and nonverbal reactions to the communicated message Barrier - items which prevent effective communication. Important to be mindful that these can occur at each stage

Answer 27

This shows us how to communicate effectively. It would help a business with poor communication to pinpoint what they are doing wrong

Answer 28

Gives the business a clearly defined target Plans can be made to achieve these targets Motivate employees Enables the business to measure the progress towards its stated aims Responsibility and accountability for objectives can be given

Answer 29

``` Profit Increase in market share Growth Social/ethic Survival ```

Answer 30

``` Failure to achieve overall objectives Businesses end up 'firefighting' problems (not being proactive in thinking about issues that could arise) Business unfocused Increased costs Reputation damaged Cash flow issues Customer needs not met Breaches in the law caused ```

Answer 31

The organisational culture of a business is the collection of values and behaviour which are unique to the environment of the organisation

Answer 32

E.g. technology, dress code, office layout These can be 'seen'. The features could include focused, respectful, relaxed, professional or could be messy, intimidating and cold. There are also non-tangible aspects of organisational culture expressed through the companies vision and values. The practices of the business should match with these

Answer 33

This is about deciding how many and what types of workers are required

Answer 34

``` Age (ideally should be a balance) Skills Experience Qualifications Physical fitness ```

Answer 35

Meet customer needs Be financially efficient Avoid high levels of staff turnover

Answer 36

``` Financial/budget constraints Business objectives Technology Changing needs of the business Overall increased/decreased sales Labour turnover (including retirement) Change in methods of production Unforeseen circumstance (ie natural disasters) The state of the economy Changes in legislation ```

Answer 37

The set of core activities which define the role of managers in a business environment. The four functions of management include planning, organising, directing and controlling

Answer 38

Skill/ability to manage Ability to make decisions Co-ordination with other departments/managers within the organisation Poor employee/employer relations Structure of an organisation (centralised or decentralised) Budget of the business Competition

Answer 39

``` Achievement of business targets Achievement of individual targets (i.e. in appraisal) Level of profit the business achieves Level of labour turnover Reducing customer complaints ```

Answer 40

``` Obeyed Employees feel like resources Delegates tasks Not much praise Procedural Work allocution, monitoring performance, fixes problems employees can't, rota Minimises risk ```

Answer 41

Followed Charismatic, genuine Makes you feel optimistic about goals Clear about what to achieve as a team Consistency Explains why high standards are important One of resources to help employees achieve goals Strict to negative employees (flexible leadership styles) Helps employees reflect on how to improve Positive impact on people Can't teach someone to be a leader Inspirational - encourages new ways of thinking

Answer 42

``` Social Technological Environmental Ethical Political Legal Economic ```

Answer 43

These set out what a business wants to achieve from its marketing objectives. They need to be consistent with overall aims and objectives of the business

Answer 44

Increase sales of existing products by 25% Launch 2 new products into the market to add at least 5% market share Achieve at least 97% positive customer service rating

Answer 45

``` Need recognition and problem awareness -- Information search -- Evaluation of alternatives -- Purchase -- Post-purchase evaluation ```

Answer 46

``` Demographics Time constraints Income Consumer confidence Advertising Shop/website layout Trends ```

Answer 47

AIDA DAGMAR ATR SWOT analysis

Answer 48

Attention Interest Desire Action

Answer 49

A promotional model applied specifically to advertising It represents the steps through which your target customers must travel (from interest to purchase) through if you are to sell your product/service to them

Answer 50

If the cycle is broken at any point, the advertisement will not result in a purchase Amusing or interesting promotional activities may stimulate interest in the campaign, but not the product itself Customer many be unable to act on the desire because of financial resources Desire might be created for the wrong reasons Availability of the product might cause an issue The price may discourage a purchase

Answer 51

Awareness (e.g. advertising, word of mouth) Trial (e.g. value function, distribution) Repurchase (e.g. validation of value function)

Answer 52

Awareness: in general, a potential customer will find out about a new product through advertising or by hearing about the product from other consumers Trial: the consumer will then try to find out if the attributes of the product match the requirements that they have for the product. If the product does not match up in terms of price and performance, or if the consumer experiences difficulty in finding it, the process will end at this point Repurchase: having bought the product, the consumer may find that it doesn't meet expectations in any one of a number of ways; too expensive, poor performance, poor value for money. If this is the case, then repurchase is unlikely. With the purchase of expensive items, customers are likely to be contacted after the purchase to check that they are happy with the product

Answer 53

Defining Advertising Goals for Measured Advertising Results

Answer 54

Awareness Comprehension (understanding the product/ the benefits of how it differs from competing products) Conviction (becoming favourable towards the product/brand) Action

Answer 55

The business firstly needs to decide what the goals of the campaign are (not objectives). For example, inform customers of the benefits of a new product The business ensures that the promotional campaign is planned with these goals in mind, so that the customer goes through the levels of understanding The business measures the success against previously set criteria (likely objectives). For example, an increase in market share

Answer 56

It concerns the marketing of a service. It is a standalone topic because the marketing will have to differ from that of a product, due to the intangible nature

Answer 57

Process - systems and processes that deliver a product to a customer People - the people who make contact with customers in delivering the product Physical evidence - the elements of the physical environment the customer experiences

SBL Year 13 Flashcards

(82 cards)