24. Personal effectiveness at work

Question 1

main influences on an employees time management? (6)

Answer 1

• management style
• nature of work
• colleagues
• staff demands
• individuals personality
• individuals personal skills

Question 2

barriers to effective time management: internal (3) and external (2)

Answer 2

INTERNAL

• discipline
• procrastination
• motivation

EXTERNAL

• workload
• available resources

Question 3

what is a competency framework?

what are the common categories within a competency framework? (6)

Answer 3

document that attempts to identify all relevant competences needed by anyone taking on a role within the organisation.

• communication
• people management
• team skills
• customer service skills
• problem solving skills
• results orientation

Question 4

define. ..
a) coaching
b) mentoring
c) counselling

counsellors need to be…. (5)

Answer 4

a) coaching: help achieving specific objectives
b) mentoring: help and support to facilitate learning
c) counselling: helping someone help themselves.
they need to be…
- empathetic
- sensitive
- discreet
- impartial
- observant

Question 5

what are the stages of composing a personal development plan (3)

Answer 5

• SWOT analysis of current performance
• set SMART goals (specific, measurable, accurate, relevant and timely)
• draw up action plan

Question 6

why might vertical conflict occur? (4)

why might horizontal conflict occur? (3)

Answer 6

vertical

• personality clashes
• lack of communication
• disagreements about working conditions/pay
• disagreements regarding work loads

horizontal

• personality clashes
• role ambiguity
• lack of resources

Question 7

how can managers avoid conflict? (4)

what are the strategies managers can use when confronted with conflict? (4)

Answer 7

• good communication
• enough resources
• avoid blame culture
• rules and procedures
• denial
• suppression
• reduction/negotiation
• resolution