L01 - Understand Protocols To Be Followed When Working In Business

Question 1

What are Authority Protocols

Answer 1

• Authority protocols provide a framework for employees to follow.
• They are usually associated with the different levels of responsibility that employees and managers have in the business hierarchy

Question 2

KEY TERM - Protocol

Answer 2

Procedure or rules that must be followed

Question 3

KEY TERM - Line Manager

Answer 3

The superior to whom an employee reports to. Usually this is the person directly above the employee on an organisational chart.

Question 4

Authority protocols on decision making

Answer 4

• Employees are trained to carry out their day to day tasks, such as customer service
• Sometimes a task or problem needs to be escalated to their line manager, because they have greater authority

Question 5

Authority on authorisation

Answer 5

• Employees who may have the authority to carry out certain tasks in this case, responsibility sits with their line manager

Question 6

What are The Reasons for Authority Protocols

Answer 6

• Allows a manger to delegate tasks to a subordinate whilst still overseeing the outcomes
  Lowers the risk of fraud if more than one person is involved in the preparation and authorisation of payments

Question 7

Organisational protocols to Maintain Confidentiality

Answer 7

• Ensure those who need to see specific information have access to it
• Using blind copy (BCC) line in e-mails to several external recipients so that email addresses are not shares
• Require employees to sign a Non-Disclosure agreement if they have access to confidential information
• Business can include in a job description that disclosing confidential information will be deemed gross misconduct

Question 8

Storage of data and information

Answer 8

• Manual storage includes the use of secured filing cabinets for hard copies of documentation and ensuring that confidential documents are not released from the premesis
• Electronic data can be stored securely by password protecting computers. This ensures that only the individual that the computer belongs to to be able to access the data and documents
• Network passwords can be used so that only those employees provided with the password can access certain documents
• Passwords can be used to protect data back-ups for unauthorised access

Question 9

What are The Implications of Breaching Confidentiality?

Answer 9

• Breaching confidentiality is considered gross misconduct
• Employees unlikely to receive a reference which affects future employabiltiy
• Legal action could be taken by the business against the individual were there a breach of legislation such as data protection
• Risk of identity theft and loss of trust from the business

Question 10

What are Some Reasons Why Confidentiality May Be Breached?

Answer 10

• Some employees may attempt to utilise protocols for personal gain
• If they are suspected of fraud or embezzlement it may be necessary to access their e-mails and documents to identify whether this is the cause
• Times where an employee must be contacted in an emergency
• If data can harm the person, someone else or it is breaking the law

Question 11

What Are Organisational Voluntary Constrains?

Answer 11

• Business’ may have special requirements to ensure consistency access all employees

Question 12

What are Ethical Voluntary Constraints

Answer 12

• Business may have specific guidelines relating to stereotypes
• Whistle blowing or privacy that affect how some documents are worded, so as not to offend or betray confidences

Question 13

What are Codes of Practice

Answer 13

Some job roles and business’ have codes of practice to follow e.g. the code of practice for social workers requires that workers maintain clear and accurate records

Question 14

Copyright legislation

Answer 14

• Works protected by copyright, designs or protocols
• Includes music, books, leaflets, newsletters, film and structure
• Business must ensure that permission is gained to use it
• Sources should be quoted
• If the business itself has works than any individual or business wanting to reproduce these must ask permission from the copyright holder and pay a fee if necassary

Question 15

Data Protection Legislation

Answer 15

• Requires all personal information to be protected
• Any documents that contain these details must therefore be secure
• Personal details should be included in documents when relevant

Question 16

Consumer Protection Legislation

Answer 16

• Impacts content of documents produced

Question 17

Equal opportunities legislation

Answer 17

• Protects individuals from discrimination

Question 18

KEY WORD - Plagarism

Answer 18

Using someone else work ad leading others to believe that is is your own

Question 19

Checking protocols

Answer 19

• Documents should be checked for errors or possible misinterpretation
• Checks can be carried out by specialists
• Checks can be carried out by more senior employees
• Checks can be carried out by those whom the document refers
• Checks can be carried out by a proofreader
• Checks can be carried out by an external communication company
• Checks may take time and cost money in short term but could prevent problems in the long term

Question 20

Checking of Arrangements

Answer 20

• When arrangements are made it must be ensured that all relevant staff have received the details and that the details themselves have been copied accurately

Question 21

What are the Implications of Poor Checking?

Answer 21

• time wasted
• Money wasted
• Business opportunities missed
• May be impossible to make important decisions
• Reputation and professionalism questioned

Question 22

Protection of information against un-authorised access

Answer 22

• Password protected documents, computers and networking
• Installing anti-virus software that constantly searches a computer to identify and attempt to rectify any activity or threats from a virus
• Installing anti-spyware software monitoring incoming data
• Granting staff varied levels of access
• Having a screen time-out
• Positioning screens so that general public can not see them

Question 23

Inappropriate Use of IT Equipment and Software

Answer 23

• Using software for non-work activities
• Installing unauthorised data e.g. games
• Installing software listened only for business use on home computers
• Consequences of inappropriate use could range from wasted time to gross misconduct

Question 24

Health and Safety Legislation

Answer 24

• H&S at work act along with legislation such as the workplace H&S and welfare regulations and the H&s Display screen equipment regulations detail protocols that must be followed
• Includes providing adequate lighting, ventilation, providing regular eye tests for employees who use computer screen and ensuring that risk assessments are carried out

Question 25

Equal opportunities legislation

Answer 25

• All staff must be aware of legislation such as equality act
• Many business’ offer induction and ongoing training in factors such as what can or cannot be included in communication, to ensure that discrimination does not occur

Question 26

Punctuality

Answer 26

All employees are expected to arrive at work on time. Repeated lateness is unprofessional and may result in disciplinary procedure

Question 27

Appearance & Dress code

Answer 27

Requirements for appearance & dress vary from business to business

Question 28

Use of Appropriate Language

Answer 28

Swearing, slang words and open complaints about the business should be avoided, particularly when dealing with customers or third party employees should be aware that when talking among themselves they are still representing the business.