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Higher Administration and IT > Theory > Flashcards

Theory Flashcards

1
Q

What are the advantages of written communication?

A

Can be looked at when convenient, gives a permanent record and is more structured.

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2
Q

What are the disadvantages of written communication?

A

Unable to access easily, may use wrong tone and cannot use non-verbal cues.

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3
Q

What are the advantages of verbal communication?

A

Cheaper to use than writing/using tech, easy to direct to desired person, allows two-way interaction and is appropriate for delicate situations and personal messages

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4
Q

What are the disadvantages of verbal communication?

A

Not as structured, distractions can interfere and difficult to control

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5
Q

What are the advantages of an open plan office?

A

Meeting rooms for private work, easy to supervise, can be designed to suit workflow and teamwork, shared resources

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6
Q

What are the disadvantages of an open plan office?

A

Noisy with distractions, lack of privacy, no status of ‘own office’, no alteration of heating/lighting requirements

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7
Q

What are the advantages of a cellular office layout?

A

Quiet as doors can be closed, office can be personalised, privacy, status of own office

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8
Q

What are the disadvantages of a cellular layout?

A

Wastes space, hard to supervise, employees may feel isolated, difficult to promote teamwork

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9
Q

What are some essential skills and qualities of an admin assistant?

A

Effective communicator, organising, computer and IT literacy, hard-working, enthusiastic and tolerant

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10
Q

What are advantages of promoting an ergonomic working environment?

A

Ensures effective flow of work, gives positive image of the organisation, helps productivity, promotes health and safety at work

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11
Q

What are some examples of promoting an ergonomic environment?

A

Workstations offering space and privacy, protective equipment (e.g. anti-glare screens), suitable lighting and ventilation.

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12
Q

Name strategies that an employee can use to effectively manage time

A

Planning, prioritising, control (keeping calm etc.), assertiveness, directing, negotiation

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13
Q

How can an organisation communicate updates to their employees?

A

Noticeboards, face-to-face meeting, letter, email, staff training, intranet, staff handboopk

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14
Q

How can employees use ICT effectively to work from home?

A

Email, conference calls, e-diary, cloud based software, instant messaging

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15
Q

What is a possible effect to an organisation of not setting staff targets?

A

Lower productivity as a result of poor motivation

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16
Q

What is a possible effect of poor file management procedures?

A

Time can be wasted and items can be lost

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17
Q

Name the methods of communication

A

Face-to-face, oral, written, electronic, visual

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18
Q

Describe face-to-face as a method of communication

A

Used if immediate feedback is required and if any uncertainties need to be clarified. Can gauge body language/facial expressions.

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19
Q

Describe oral as a method of communication

A

Used when a quick answer is required. Often used in organisations as main method of communication - convenient and allows for two-way communication.

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20
Q

Describe written as a method of communication

A

Provides a permanent record that can be kept for future reference , allows people time to read it and understand what is being communicated.

21
Q

Describe electronic as a method of communication

A

Email, intranet, social networking is now one of the most common way of sending and receiving information. Allows information to be passed on immediately, can communicate 24/7.

22
Q

Describe visual as a method of communication

A

Can be an effective way of communicating complex information to groups of staff. Pictures, graphs and different formats can be used to effectively grab listeners’ attention.

23
Q

What are the advantages of oral communication?

A

Easy to direct to the desired person, can be cheaper than writing/using tech, allows for two-way discussion, , instant feedback, face-to-face interaction of response through non-verbal cues, messages can be changed if not understood, more appropriate for personal messages

24
Q

What are the disadvantages of oral communication?

A

Distractions can interfere, personalities and emotions can create a barrier, can be difficult to control, number of participants may be limited, not as structured or consistent, no permanent record.

25
Q

What are some barriers to effective communication?

A

Distortion, noise, differences in perception, lack of feedback, bias and selectivity, lack of interest

26
Q

Admin assistants should consider the following factors regarding communication -

A

Should be; accurate, complete, timely, relevant, cost-effective, meaningful

27
Q

Describe 4 tasks an admin assistant is likely to carry out.

A

Creating and updating databases and spreadsheets which ensures efficient info handling; preparing a range of business documents - letters, agendas etc. ; dealing with information requests from customers or colleagues; reception duties including greeting visitors and answering the phone.

28
Q

Name 8 key skills/qualities an admin assistant should possess

A

Enthusiastic, effective communicator, able to cope well with pressure, honest/trustworthy, reliable/dependable, polite, willing to learn, hard-working

29
Q

Describe 6 skills key for effective time and task management

A

P- planning; employees must plan their use of time and resources. (to-do lists, personal development plans etc.)
O-organisation; employees should look ahead to identify future tasks that will need to be undertaken.
P-prioritising; deciding which tasks are most important.
R-resource management; employees must ensure efficient use of resources (staff, time, equipment)
A-assertivness; able to say ‘no’
D-directing; some employees will be required to direct other employees, involving leadership, communication, motivation and delegation.

30
Q

What are effects of poor time/task management? (5)

A
  • staff may become stressed, possible absences from work
  • decrease in moral and job satisfaction, leading to high rates of absenteeism and staff turnover. Leads to increased staff training costs and increased recruitment.
  • reduction in productivity as work is not produced efficiently to the correct standard
  • poor working relationships w/ colleagues and management
  • poor customer relations and increase in customer complaints
31
Q

What are benefits of good time/task management?

A
  • lower stress levels which reduces staff absences
  • improved morale and job satisfaction for employees, leading to reduction in staff absenteeism/staff turnover; reducing staff training/recruitment costs
  • improved working relationships w/ colleagues and management
32
Q

Give examples of time stealers

A

Interruption from telephone/visitors, taking on too much work, desk stress, procrastination, poor communication

33
Q

What are some effects of poor delegation? (4)

A
  • miss out on promotional opportunities
  • suffer from stress as a result of trying to manage a heavy workload
  • often miss deadlines
  • work may not be of the highest standard
34
Q

Why is it beneficial to set targets?(6)

A
  • helps measure the success of the organisation
  • helps managers organise their resources
  • helps all employees understand what the organisation wishes to achieve
  • helps all employees to understand what the organisation wishes to achieve
  • helps employees understand their role in the organisation
  • helps employees measure the success of their work compared with the original targets set
35
Q

Name 6 planning aids

A

Gantt chart, to-do list, priorities list, action plan, electronic diary, e-diary, personal development plan

36
Q

Describe a gantt chart

A

Used by project managers to show comparisons between work planned and work accomplished in relation to time schedules

37
Q

Describe a to-do list

A

Usually a note to yourself to show a list of tasks that need to be completed.

38
Q

Describe a priorities list

A

Items needing to be done put in order of what tasks should be done first

39
Q

Describe an action plan

A

A document that identifies what should be done by whom, with expected completion dates

40
Q

Describe an e-diary

A

Useful for arranging meetings as days, weeks and months can be seen at a glance, and e-diaries of all participants can be seen at the same time.

41
Q

Describe a personal development plan

A

A formal document that allows an employee to record areas of strength/ necessary training and development. Some organisations also encourage staff to record personal aims.

42
Q

Describe features of an e-diary

A
  • automatic invitations
  • recurring meetings
  • reminders
  • to-do lists
  • double booking
  • alarm facility
43
Q

What are benefits of being part of a team to individuals?

A
  • increased morale and motivation
  • shared knowledge and skills
  • risk-taking
  • sense of feeling valued and belonging
44
Q

What are benefits of teams to an organisation

A
  • multi-skilled and flexible workforce
  • increased responsibility and less supervision
  • increased productivity
  • risk-taking
45
Q

What are benefits of good leadership? (4)

A
  • increased participation, motivation and job satisfaction for all members of the team
  • clearly defined aims and objectives for the team, which should lead to quicker achievement of goals or increased productivity
  • better career prospects for all team members because they will have developed as individual employees thanks to good leadership
  • improved collaboration and communication, leads to better decision making
46
Q

What must employees do as part of the health and safety at work act?

A
  • wear protective clothing where it has been issued to them
  • be observant and report any hazards in the workplace
  • ensure they are familiar w health and safety policy
  • immediately report any faults
47
Q

What must employers do as part of the health and safety at work act?

A
  • provide a safe place of work for employees
  • ensure that entrances and exits are clearly measured
  • provide a safety representative
  • provide a written health and safety policy, kept up-to-date and available to all
48
Q

What are duties of the employer under the fire (scotland) act 2005?

A
  • identify people at risk
  • identify fire hazards
  • evaluate risk and decide if existing fire safety hazards are adequate
  • record the risk assessment undertaken and review at regular intervals
49
Q

What are the duties of the employer under the fire act?

A
  • take care of their own safety in respect of harm caused by fire
  • take care of other people who may be affected by acts of the employee
  • co-operate with employer with respect to fire legislation

Higher Administration and IT (1 decks)

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