Unit 4

Question 1

Describe the steps in developing an effective network

Answer 1

Do an analysis - determine the objectives of enterprise

Identify a suitable network - identify the suitable network that will help your enterprise reach its objectives

Be ready to pay back - brainstorm and list ideas of what you can offer that network

Choose the best network - from all the networks identified, choose the most suitable network that will help the enterprise reach its goals

Build and maintain the chosen network

Question 2

reasons to prepare a business plan

Answer 2

to secure funding
to attract investors
to make business planning more manageable

Question 3

Data analysis

Answer 3

is the process of extracting useful information that will be important in making decisions

Question 4

Communication

Answer 4

is the exchange of information

Question 5

Oral communication

Answer 5

when communication takes place verbally

Question 6

Advantages of oral communication

Answer 6

It is quick and effective

The response to the message is given immediately

Question 7

Disadvantages of oral communication

Answer 7

It is not documented or recorded therefore there is no evidence communication took place

In a meeting there is no way of telling if everybody understood the information or was even listening

Question 8

Written communication

Answer 8

when communication takes place by the means of writing

Question 9

Advantages of written communication

Answer 9

Evidence to communication is available

Information can be sent to several people

electronic communication is instant and cost effective

Question 10

Disadvantages of written communication

Answer 10

it is time consuming

you will have to wait for a reply

Question 11

Non-verbal communication

Answer 11

communication takes place by means of sign language, eye contact, signs and facial expressions

Question 12

Advantages of non -verbal communication

Answer 12

it can help tell the person about the current emotional state of the other person

sign boards are easy to understand

Question 13

Disadvantages of non - verbal communication

Answer 13

it can be sometimes hard to interpret

it can be misleading sometimes

Question 14

Internal communication

Answer 14

is the process of exchanging information within an organization eg. manager talking workers

Question 15

External communication

Answer 15

is the exchanging of information between an organization and other organizations, groups or individuals outside of it’s formal structure

Question 16

Negotiation

Answer 16

refers to the reaching of an agreement through discussion or joint decision making involving bargaining between two or more parties

Question 17

Essential elements to the negotiations process

Answer 17

Preparation- study the other parties demands

Establishing the negotiating environment - choose an area neutral for both parties

Exploring needs - get to know the other party and what they want

Testing understanding and summarizing - find out if both parties know what the negotiation is all about

Negotiating your position - let the other party know where you stand in the negotiation

Reaching an agreement - both parties reach an agreement with is written down and signed

Question 18

Three elements to negotiation

Answer 18

Attitude

Knowledge

Interpersonal skills - communicating clearly and effectively
Listen without interrupting
Be open to feedback

Question 19

List and apply negotiation skills

Answer 19

Effective verbal communication - able to communicate clearly so the other party understands you

Problem solving skills - having the ability to solve problems

Listening skills - having good listening skills to avoid interrupting before responding

Decision making skills - having the ability to make effective decision making

Question 20

Evaluate the effectiveness of negotiations

Answer 20

If both parties reached an agreement

if the negotiation was fair for both parties

If it was a win-win situation for both parties

Question 21

Meeting

Answer 21

is the coming together of people who share common aims and objectives

Question 22

Why is it important to plan for meeting

Answer 22

It will help the people attending to prepare for the meetings

It will help with time allocation

it will help the attending know what will be discussed

it helps the attending know what to bring along to the meeting

Question 23

Elements of a meeting

Answer 23

notice of meeting - is a notice sent to the attendees

agenda - a document sent out on the points that will discussed

Minutes - a written document on what happened during the meeting and if important decisions were highlighted

Question 24

Evaluate the effectiveness of a meeting

Answer 24

If aims and objectives were met

If important issues were discussed and decisions made

If all parties were involved in the meeting

if everyone is satisfied with the conclusion of the meeting

Question 25

Consumer rights

Answer 25

refers to the protection that end-users have when buying products or services

Question 26

Consumer lobby rights

Answer 26

are support groups that assist consumers fight for the protection of consumer rights

Question 27

Institutions consumer lobby groups

Answer 27

Namibian competition committee

Namibian consumer trust

Namibian standards institutions

Question 28

Role of consumer rights lobby

Answer 28

Educate consumers on their rights

Ensure that customers are charged fair prices

Focus on issues affecting consumers and their interests

Question 29

Evaluate the success of an enterprise

Answer 29

Planning - an enterprise with a business plan has a high chance of success because detailed plan are placed

Education - people that studied business-related topics have a high chance of success

Partners- partners can share ideas that can help run an enterprise effectively

The success of a business can be measured through profit and the quality of the product

Question 30

Function of the NSI with regards to customer care

Answer 30

Promoting the use of standards and ensure quality products are produced

Inspecting and testing products to ensure they meet the required standards