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Business IGCSE > Unit 2 - People in Business > Flashcards

Unit 2 - People in Business Flashcards

1
Q

Communication

A

The sending and receiving of information through a channel with feedback

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2
Q

Features of communication

A
  • Sender
  • Message
  • Channel
  • Receiver
  • Feedback
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3
Q

Downward communication

A

Managers giving information or instructions to their subordinates

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4
Q

Importance of downward communication

A
  • Subordinates look to managers for leadership & guidance
  • Allows decisions by management to be carried out by employees
  • Allows managers to control, command & organize
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5
Q

Upward communication

A

Workers giving feedback back to managers

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6
Q

Importance of upward communication

A
  • Helps managers to understand views of subordinates
  • May make managers aware of problems
  • Helps staff to feel that they are valued
  • Provides managers with information to help make decisions
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7
Q

Horizontal communication

A

When workers on the same level in the organization exchange information

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8
Q

Internal communication

A

Communication within a business between employees

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9
Q

External communication

A

When businesses exchange information with people and organizations outside the business

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10
Q

Formal communication

A

Communication in a business through the recognized channels

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11
Q

Informal communication

A

Communication in a business through non-approved channels

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12
Q

Face-to-Face communication

A

When spoken information is exchanged by people who can see each other

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13
Q

Advantages of Face-to-Face communication

A
  • Allows immediate feedback
  • Encourages cooperation
  • Allows new ideas to be generated
  • Saves time
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14
Q

Disadvantages of Face-to-Face communication

A
  • Negative body language may create a barrier
  • A record of the message may not be kept
  • Non-relevant information may be included
  • Some may not listen
  • Limits capacity of recipients of the message
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15
Q

Written communication

A

When information is exchanged through written information

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16
Q

Advantages and Disadvantages of letters

A
  • Flexible - can send to many
  • Can be used for private information
  • Provides a record of communication
  • Can take time and effort
  • Some may have poor writing skills
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17
Q

Advantages and Disadvantages of reports

A
  • Can be short, complex or detailed
  • Should be concise and carefully structured
  • Can contain numerical data and graphics
  • Take time to research and write
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18
Q

Advantages and Disadvantages of memorandums

A
  • Used for internal communication only
  • Flexible with brief messages
  • Used to remind people of events or pass on simple instructions
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19
Q

Advantages and Disadvantages of forms

A
  • Communicate routine information
  • Collect information
  • Can be inflexible or become out of date
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20
Q

Advantages and Disadvantages of noticeboards

A
  • Are cheap
  • Information can be passed to a large number of people
  • Can become untidy - are often to abuse
  • Often overlooked
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21
Q

Advantages and Disadvantages of emails

A
  • Can be ignored
  • People might not have time or motivation to read/answer every single message
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22
Q

Advantages and Disadvantages of internet

A
  • Used for internal and external communication
  • Provides a wide rage of information
  • Can be used for many wide variety of reasons
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23
Q

Advantages and Disadvantages of Mobile phones

A
  • Useful for employees working away from the office
  • Cheap
  • Access to internet and images
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24
Q

Advantages and Disadvantages of Social Media

A
  • Communication with customers
  • Gather information
  • Employees can communicate internally
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25
Q

Advantages and Disadvantages of intranets

A
  • Computers in a department are linked together
  • Can access common information
  • Changes to information can be updates instantly
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26
Q

Advantages and Disadvantages of Videoconferencing

A
  • Can access people in different locations
  • Links people
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27
Q

Advantages and Disadvantages of Public address systems

A
  • Messages broadcasted over a loudspeaker for everyone
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28
Q

Advantages and Disadvantages of Electronic noticeboards

A
  • Can communicate to employees around a business
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29
Q

Communication barriers

A

Obstacles that prevent effective communication between the sender and the receiver

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30
Q

Examples of communication barriers

A
  • Lack of clarity
  • Technological breakdown
  • Poor communication skills
  • Jargon
  • Distractions
  • Business culture
  • Long chain of command
  • Using the wrong medium
  • Different countries, languages and cultures
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31
Q

Ways to remove communication barriers

A
  • Recruitment - recruiting staff with good communication skills
  • Training - training staff in communication
  • Written communication - standard company letters
  • Technology - training for technology
  • Chain of command - shortening chain of command
  • Social events - colleagues bonding can improve communication
  • Culture change - introducing formal communication
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32
Q

Full-time employment

A
  • An employee that is expected to work a full working week (5 days, 48 hours)
  • Employees may be entitled to benefits, rights alongside pay, health insurance or overtime pay
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33
Q

Part-time employment

A
  • Workers that work fewer hours than full-time colleagues (under 30 hours)
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34
Q

Job share

A
  • Two part-time workers that share the work and pay of a single full-time employee
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35
Q

Casual employment

A
  • No guarantees of work
  • Hours of work are often variable
  • Employees can come to work on short notice
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36
Q

Seasonal employment

A
  • Regular, full-time work for a particular season of the year
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37
Q

Temporary employment

A
  • Employees that are taken to cover for absent workers
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38
Q

Needs for recruitment

A
  • Business is expanding and labour is needed
  • Leaving employees need to be replaced
  • Positions are vacant owing to promotion
  • Temporary need for absent workers
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39
Q

Stages of recruitment process

A

1- Business identifies the need for recruitment
2 - Job description and person specification created
3 - Advertising
4 - Evaluating applicants and selecting a shortlist for interviews
5 - Carrying out interviews
6 - Evaluate interviews and appoint the best candidate
7 - Provide feedback for unsuccessful applicants

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40
Q

Job description

A

A document that shows clearly the tasks, duties and responsibilities expected of a worker for a particular job

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41
Q

Person specification

A

Personal profile of the type of person needed to do a particular job

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42
Q

Job application form

A

Standard document used to collect information from a job applicant

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43
Q

Curriculum vitae

A

Document used by a job seeker that lists personal details, qualifications, work experience, referees & more

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44
Q

Shortlist

A

A list of the most suitable people for a job, chosen from all the people first considered

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45
Q

Induction

A

Introduction of someone into a new job, company, or official position

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46
Q

Internal recruitment

A

Appointing someone who already works for the business

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47
Q

External recruitment

A

Appointing workers from outside the business

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48
Q

Advantages of internal recruitment

A
  • Cheaper - saves on advertising
  • Recruits are familiar with policy and practices
  • Staff may be more motivated with chance of promotion
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49
Q

Advantages of external recruitment

A
  • Business will have a larger pool of employees to choose from
  • New employee can be talented or introduce new ideas
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50
Q

Elements of job advertisements

A
  • Job title
  • Name, address, email, telephone number of employer
  • Brief details of job description
  • Skills, qualifications and work experience needed
  • Salary and other benefits
  • Method of application
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51
Q

Protected groups against discrimination in business

A
  • Gender - Sex Discrimination Act 1975 + Equal Pay Act 1970
  • Race and religion - Race Relations Act 1976
  • Disability - Equality Act 2010
  • Sexual preference
  • Age
52
Q

Minimum wage

A

The minimum amount per hour, which most workers are entitled to be paid

53
Q

Reasons for minimum wage

A
  • Benefit disadvantaged workers - low-income families benefit from minimum wage
  • Reduce poverty
  • Help businesses - promotes equality between workers
54
Q

Benefits of minimum wages to businesses

A
  • People with low pay will be better motivated with a pay raise
  • More disposable income with low wage earners - demand for good and services rises
  • Lower rates of staff absences - low paid workers need their jobs to survive
55
Q

Role of H.R. department

A
  • Recruitment & selection
  • Wages and salaries
  • Industrial relations
  • Training programs
  • Health and safety
  • Redundancy and dismissal
56
Q

Unfair dismissal

A

When a worker is dismissed illegally by a business

57
Q

Ombudsman

A

Someone who deals with complaints made by ordinary people against a business

58
Q

Training

A

The process of increasing the knowledge and skills of a worker to enable them to do their job more effectively

59
Q

Inducing training

A

Introduction given to a new employee when they first start a job

60
Q

Advantages of inducing training

A
  • Helps new employees to settle into their jobs quickly
  • Workers are less likely to make mistakes
  • May be a legal requirement to give health and safety training
61
Q

Disadvantages of inducing training

A
  • Time consuming
  • Wages are paid but no work is being done by the worker
  • Delays the start of the employee’s work
62
Q

On-the-job training

A

Training that takes place while doing the job

63
Q

Types of on-the-job training

A
  • Watching another worker
  • Mentoring - Where people with a lot of experience and knowledge advise and help other people at work or young people preparing for work
  • Job rotation - where employees alternate between different jobs during the course of their employment
64
Q

Advantages of on-the-job training

A
  • Individual tuition
  • Easy to organize
  • Output is being produced
  • Cheaper than other forms of training
65
Q

Disadvantages of on-the-job training

A
  • Output may be lost if worker makes mistakes and time taken to learn
  • Trainer will not be as productive
  • Trainer may pass on bad habits to the trainee
66
Q

Off-the-job-training

A

Training that takes place away from the work area, usually done by specialist trainers

67
Q

Advantages of off-the-job-training

A
  • Output is not affected by mistakes
  • Customers are not put at risk
  • Learning cannot be distracted by work
  • Training can be after work hours letting the employee work
68
Q

Disadvantages of off-the-job training

A
  • No output is creates
  • Costs are high especially with specialists
  • Some aspects of work can’t be taught off-the-job
  • May take time to organize
69
Q

Benefits of training

A
  • Keeps workers up to date
  • Improves labor flexibility
  • Improves job satisfaction and motivation
  • New jobs in the business
  • Training for promotion
70
Q

Limitations of training

A
  • High cost of training
  • Learning is only really done when doing
  • Loss of output
  • Employees leaving
71
Q

Motivation

A

The desire to achieve a goal

72
Q

Reasons for employee motivation

A
  • Easier to attract potential employees
  • Easier to retain employees by reducing turnover rate
  • High labor productivity - lower costs and better goods and services
73
Q

Herzberg two-factor theory

A

Two factors of motivation:
- Motivators - give workers job satisfaction
- Hygiene factors - lead workers to dissatisfaction

74
Q

Herzberg’s motivators

A
  • Achieving aims
  • Chance of promotion
  • Responsibility
  • Interesting work
  • Recognition
  • Personal development
75
Q

Herzberg’s hygiene factors

A
  • Pay
  • Working conditions
  • Job security
  • Quality of supervision
  • Staff relationships
  • Company policy
76
Q

Maslow’s hierarchy of needs in order

A

1 - Physiological needs
2 - Safety and security
3 - Social needs
4 - Esteem needs
5 - Self-actualization

77
Q

How work can meet Maslow’s needs

A

1 - Adequate pay
2 - Job security & safe working conditions
3 - Team working, good communication, social facilities
4 - Praise for doing a good job
5 - Opportunities to be challenged, be creative, solve problems, make decisions

78
Q

Taylor’s theory of scientific management

A

Worker’s should
- Use specialist tools and equipment
- Follow a strict working procedure
- Receive proper training
- Get breaks to recover form physical work
- Be paid according to what they produce

79
Q

Three main ways of employee motivation

A
  • Financial rewards
  • Non-financial rewards
  • Introducing ways to give job satisfaction
80
Q

Financial motivators

A

Pay as an incentive for workers to work harder

81
Q

Financial motivators; wages

A

Paying workers on a timely basis e.g. per hour/day

82
Q

Time rate

A

Wages based on the amount of time worked

83
Q

Advantages of time rate

A
  • Easy to calculate
84
Q

Disadvantages of time rate

A
  • Good and bad workers are paid the same
  • Constant supervision
  • Expensive for employee supervision
  • System takes time
85
Q

Piece rate

A

Wages based on the amount of output/products made

86
Q

Advantages of piece rate

A
  • Encourages workers to work faster and produce more goods
87
Q

Disadvantages of piece rate

A
  • Quality of products could be compromised
  • Expensive for high level of quality control
  • Demotivates careful workers
  • Employees can earn less if machinery breaks down
88
Q

Financial motivators; salaries

A

Paid monthly as a calculation of money per year - goes into bank account instead of cash

89
Q

Salary rewards

A
  • Bonus
  • Commission
  • Profit sharing
  • Performance related pay
  • Share ownership
90
Q

Commission

A
  • Payment given on top of salaries based on output
  • Sales increase due to want of commission
  • Can damage reputation
  • Employees might unnecessarily sell
  • Stressful on staff - bad sales month will decrease commission
91
Q

Profit sharing

A
  • Employees share profits on top of basic salary - rest given as dividends
  • Motivates workers to work harder as they receive a share in profits
92
Q

Bonus

A
  • An extra amount of money given to a worker based on good work
93
Q

Performance related pay

A
  • Pay on effectiveness of workers when output can’t be measured
  • Business assesses performance by appraisal system
  • Immediate supervisors observe work and carry out interviews
94
Q

Share ownership

A
  • Employees are given a share in the company
  • Encourages employees to do well to receive dividends if company does well
  • Share price will increase if company is doing well
  • Can improve employee loyalty
95
Q

Non-financial motivators

A

Fringe benefits:
- Children’s education fees paid
- Discounts on the firm’s products
- Health care
- Company car
- Housing allowance
- Share option
- Expense accounts
- Pension plans
- Free trips / holidays

96
Q

Methods of job satisfaction

A
  • Job rotation
  • Job enlargement
  • Job enrichment
97
Q

Job rotation

A

Workers swap around doing different tasks for a limited amount of time

98
Q

Advantages of job rotation

A
  • Increases variety to job
  • Makes it easier for people to cover absent workers
99
Q

Disadvantages of job rotation

A
  • Does not make the task more satisfactory
100
Q

Job enlargement

A

Extra tasks of similar level are added to a worker’s job description

101
Q

Advantages of job enlargement

A
  • Increased motivation
  • Increases earning capacity
  • Flexibility
102
Q

Disadvantages of job enlargement

A
  • Lower efficiency
  • Increased training costs
  • Additional stress
103
Q

Job enrichment

A
  • Adding tasks that require more skills and responsibility
  • Training might be needed
  • Increased job satisfaction of the employee
104
Q

Formal organization

A

Internal structure of a business as shown by an organization chart

105
Q

Organizational chart

A

Diagram that shows the different job roles in a business and how they relate to each other

106
Q

Directors

A
  • Appointed by owners to run a business
  • Board of directors is formed
  • Make the important decisions
  • have authority over managers and below
107
Q

Managers

A
  • Responsible for planning, controlling, organizing, motivating, problem solving, decision making
  • Achieve owner’s objectives
  • Accountable to directors
108
Q

Supervisors

A
  • Monitor work in a particular area
  • Authority over operatives and general workers
  • Carry out managerial duties at lower level
109
Q

Operatives

A
  • Skilled workers
  • Involved in production process
110
Q

General staff

A
  • Employed to do specific skills
  • Can be trained to earn promotions
111
Q

Professional staff

A
  • Staff that are skilled and highly trained
112
Q

Chain of command

A

Route through which orders are passed down in the hierarchy

113
Q

Span of control

A

The number of people a person is directly responsible for in a business

114
Q

Subordinates

A

People in the hierarchy who work under the control of a more senior worker

115
Q

Delegation

A

Authority to pass down work from superior to subordinate

116
Q

Features of a flat hierarchal structure

A
  • Better communication due to shortened chain of command
  • Management costs are lower due to less layers
  • Control may be more friendly and less formal
117
Q

Features of a tall hierarchal structure

A
  • Communication is poor due to long chain of command
  • Management costs are higher
  • Clear route for promotion motivates staff
  • Control is more formal and less friendly
118
Q

Centralized

A

Organization system where most decisions are made at the top and passed down the chain of command

119
Q

Centralized system advantages

A
  • Senior management has complete control over resources
  • Senior managers are trained and experienced in decision making
  • Prevents parts of the business acting independently
  • Coordination and control is easier
120
Q

Centralized system disadvantages

A
  • Employees may be demotivated without authority
  • Brings less creativity and fewer ideas
  • Procedures may be needed to make decision making easier
  • People at the top may be out of touch with the needs of customers served by local employee
121
Q

Decentralized

A

Organization system where decision making is pushed down the chain of command away from the top

122
Q

Decentralized system advantages

A
  • Workers have autonomy and may be better motivated
  • Speeds up decision making
  • Takes pressure off senior managers and reduces workload
  • Workers can be creative and share ideas
  • Provides more promotional opportunities
123
Q

Decentralized system disadvantages

A
  • Senior managers may lose control of resources
  • Costs may be higher due to less standardization and more variability in decision making process
  • Some employees may not be able to make decisions
  • Some employees may not welcome extra responsibilities
124
Q

Roles of finance department

A
  • Recording transactions- details of purchases
  • Wages and salaries
  • Credit control - debts
  • Cash flow forecasting and budgets - controls firm’s money
  • Accounts - financial statements of performance
125
Q

Roles of marketing department

A
  • Market research
  • Product planning
  • Pricing
  • Sales promotion
  • Advertising
  • Customer service
  • Public relations
  • Packaging
  • Distribution
126
Q

Roles of production department

A
  • Design
  • Purchasing
  • Stock control
  • Maintenance
  • Research and development (R&D)

Business IGCSE (4 decks)

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