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E2 > Controlling performance (chap 5) > Flashcards

Controlling performance (chap 5) Flashcards

1
Q

control

A

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

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2
Q

the control system has

A

-control environment
-control procedures

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3
Q

control environment

A

management philosophy
operating style
management policies

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4
Q

control procedures

A

control mechanisms

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5
Q

human resources consists of

A

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

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6
Q

management by objectives

A

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

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7
Q

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

A

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

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8
Q

benefits of health and safety

A

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

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9
Q

discipline

A

discipline is present when employees follow goals or objectives without conflict

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10
Q

purpose of discipline

A

change of behavior

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11
Q

the stages of discipline

A

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

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12
Q

the procedure for dismissal and suspension

A
  1. a statement in writing of what the employee has done
  2. a meeting to discuss the situation
  3. the right to appeal
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13
Q

handling discipline

A

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

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14
Q

act promptly

A

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

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15
Q

gather the facts

A

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

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16
Q

be consistent

A

same rules for all employees

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17
Q

consider each case on merit

A

circumstances of the people

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18
Q

suspension with pay

A

can suspend with pay while investigating

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19
Q

when does grievance happen

A

when an employee feels superiors or collogues treat them wrongly

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20
Q

the grievance procedure

A

-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

21
Q

tribunals

A

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

22
Q

resolving disputes without a tribunal

A

-arbitration
-mediation
-conciliation

23
Q

arbitration

A

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

24
Q

the benefits of arbitration

A

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

25
Q

mediation

A

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

26
Q

benefits of mediation

A

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

27
Q

conciliation

A

used to settle dispute before it goes to tribunal hearing

28
Q

what is the aim of conciliation

A

build a positive relationship between disputing parties

29
Q

benefits of conciliation

A

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

30
Q

benefits of discipline and grievance

A

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

31
Q

dismissal

A

termination of employment with/without notice by the employer

32
Q

constructive dismissal

A

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

33
Q

fair dismissals

A

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

34
Q

wrongful dismissal

A

without notice

35
Q

redundancy is justified when

A

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

36
Q

equal opportunity

A

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

37
Q

diversity

A

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

38
Q

organizational culture

A

the way we do things around here

39
Q

level of cultures

A

-artefacts
-espoused values
-basic assumptions

40
Q

artefacts

A

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

41
Q

espoused values

A

-identified from stories and opinions

42
Q

basic assumptions

A

very embedded in culture

43
Q

the organizational iceberg is made of

A

-formal aspects
-behavioural aspects

44
Q

formal aspects

A

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

45
Q

behavioral aspects

A

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

46
Q

advantages of strong culture

A

-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

47
Q

disadvantages of having a strong culture

A

-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

48
Q

influences on culture

A

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

E2 (5 decks)

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