Unit 9 - Quality Record and Documentation Production

Question 1

what can you follow for technical communication?

Answer 1

ACCCA:
Accuracy
Clarity
Conciseness
Coherence
Audience

Question 2

what is corporate identity and branding?

Answer 2

-particular styles that the organisation will follow on all documents and marketing materials
-the style reflects the company
-follow branding to ensure standardisation across the company

Question 3

how can you ensure version control?

Answer 3

-numbering versions of a document
-using version control tables
-using a “draft” watermark to prevent approved documents from being edited

Question 4

what legislation needs to be followed for document production?

Answer 4

-data protection act 2018
-GDPR
-copyright, designs and patents 1988

Question 5

what are benefits of coaching to the coach?

Answer 5

-allows to develop their own interpersonal and communication skills
-confidence in their own roles and responsibilities
-valuable professional development that can be logged

Question 6

explain coaching others

Answer 6

designed to help individuals fulfil potential and is an ideal strategy for personal development

this can produce overall positive results within the workplace

Question 7

what are benefits of coaching for the choachee

Answer 7

-individuals take responsibility for their own decisions, actions and solutions
-supports and enables an individual to unlock and maximise potential by helping them learn, rather teaching them.

Question 8

Who provided the Grow model for coaching? What does it mean?

Answer 8

Whitemoore (2009)
G - goal setting: what achivements
R - reality: reflecting on the current
O - options: explore different ways
W - way forward: action plan

Question 9

what is a complaint?

Answer 9

an expression of dissatisfaction made to or about an organisation, related to its products, services or staff

Question 10

why are complaints important?

Answer 10

-allows management of the organisation to be accountable to the public
-prompts a review of the organisational performance and the conduct of the employees.

Question 11

what are consequences of customer dissatisfaction

Answer 11

-damage to the organisations reputation
-loss of income or customers
-fall in profits
-loss of staff
-demotivation of staff

Question 12

when handling complaints you can be:

Answer 12

-empathetic: demonstrate understanding and sympathy
-apologetic: showing regret for their inconvenience and apologising on behalf of the organisation
-reassuring: promise to take action
-limit setting: only in situation with extremely challenging customers, stops them abusing you and making unreasonable demands

Question 13

how do you handle customer conflicts?

Answer 13

-demonstrate patience
-sign-post to the appropriate people
-be aware of next steps
-stay calm and collective
-empathise
-keep up to date

Question 14

what is a complaints procedure?

Answer 14

-step by step process of how to make a complaint to the organisation
-requires a prompt response
-there should be a “responsible individual” to handle complaints

Question 15

name some features of an effective complaints procedure

Answer 15

-clear set procedure that is agreed with by all
-complaints are handled consistently
-standardised across the organisation
-should respect statutory rights
-lines of responsibility and accountability are clearly set out

Question 16

what can be a benefit of an effective complaints procedure?

Answer 16

-identify areas of weakness to improve the service
-drive change
-limits further damage to an organisations reputation