Area E

Question 1

Main 2 types of barriers in time management

Answer 1

Internal - Discipline, procrastination, lack of motivation.
External - Workload issues, available resources.

Question 2

TM techniques

Answer 2

(Imp)
High Delegate Deal with them now
Low Delegate/cancel Delegate/ remove
(Urgency) -> Low High

Question 3

Role of IT in improving personal effectiveness

Answer 3

1. Email
2. Video conferencing
3. EDI (elect data interchange)
4. Intranet
5. Office automation
6. Home working

Question 4

Effects of individual ineffectiveness

Answer 4

1. Unable to uphold deadlines, compromising quality of work
2. Miscommunication between employees.
3. Poor work ethics
4. Unable to remain adept at core competence skills required.

Question 5

Effects of team ineffectiveness

Answer 5

1. Low productivity and motivation levels
2. Diff to identify issues from operational level staff - slowing decision making
3. Negative impact on reputation.

Question 6

Impact of personal and continuous development (CPD)

Answer 6

1. Minimizing of errors and improvement in quality of work done.
2. Improves the customer service and satisfaction.
3. Increases employee motivation and job satisfaction.

Question 7

Mentoring
Coaching
Counselling

Answer 7

(a)
1. offers guidance, advice, support - learn and develop.
2. Practical advice, source of unbiased opinion, role model

(b)
1. focuses on the achievement of specified objectives.
2. Improving & sharpening skills
3. one to one, daily basis, ongoing.
4. by senior manager, person.

(c)
1. Helping another individual in order to solve an existing problem - thoughts, feelings

Question 8

Traits of counsellor

Answer 8

DOISE
Discreet
Observant
Impartial
Sensitive
Empathetic

Question 9

Steps of formulating Personal Development plan (PDP)

Answer 9

a. Analyze the current position - (SWOT)
b. Set goals to cover:
1. Performance in current job
2. Future changes in current role
3. Switching to another dept
4. Developing skills to advance.
c. Draw detailed actionable plan.

Question 10

Goals must be..

Answer 10

SMART
Specific
Measurable
Achievable
Relevant
Timely

Question 11

Types of conflicts

Answer 11

a. Vertical
Between different levels in the org.
Reasons:
1. Diff of opinion HR related
2. Miscommunication/lack - alienation of sub
3. Diff in personalities

b. Horizontal
Between same level in the org
Reason:
1. Scarcity of resources
2. Overlap of authority
3. Diff in personality

Question 12

Conflict avoidance :

Answer 12

1. Clear communication
2. Adhering to rules and procedures
3. Prompt allocation of resources
4. No blaming each other.

Question 13

Conflict management

Answer 13

1. Denial
2. Suppression
3. Reduction/Nego - compromise
4. Resolution - win-win solution

Question 14

Communication Process

Answer 14

1. Sender (encoder)
2. Message
3. Channel
4. Receiver (decoder)
5. Noise
6. Feedback

Question 15

Formal Communication:

Answer 15

Helps create a structure within the organization.
1. Vertical: Downwards or upwards
2. Horizontal: Similar level
3. Diagonal

Question 16

Informal Communication

Answer 16

Satisfaction of one’s social needs.
Grapevine: web of social relationships that have been formed
1. Rumor
2. Gossip

Question 17

Attributes of effective communication:

Answer 17

TARSUC
Timely
Accurate and complete
Relevant
Sent to right receiver
Understandable
Cost effective

Question 18

Barriers to effective communication:

Answer 18

1. Status
2. Language
3. Conflict
4. Overload
5. Distance
6. Personal differences

Question 19

Patterns of communication - Levitt

Answer 19

(a) Centralized:
Chain
Y
Wheel
(b) Decentralized:
Circle
Network

Question 20

Levitt’s Conclusions:

Answer 20

Wheel:
Faster than others; Ideal for problem solving
Circle:
Slower than others; Highest level of satisfaction for individuals
Network:
Ideal for complex decision making; fairly high level of satisfaction