Transfer of Training Effectiveness in Vietnamese MBA Programs

This assignment, based on the provided research papers, aims to investigate the effectiveness of transfer of training in Master of Business Administration programs in Vietnam. It requires a mixed-methods approach, combining quantitative data analysis (using methods like DEA and SFA) and qualitative case studies. The focus is on identifying critical success factors for effective transfer of training, evaluating demographic differences in organizational commitment, and assessing the role of public-private partnerships in supporting training initiatives.

Business administration

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1...........................................................................................................................................1
1.2...........................................................................................................................................1
1.3...........................................................................................................................................1
1.4...........................................................................................................................................2
1.5...........................................................................................................................................2
1.6...........................................................................................................................................2
2.1...........................................................................................................................................2
2.2...........................................................................................................................................3
2.3...........................................................................................................................................3
3.1...........................................................................................................................................3
3.2...........................................................................................................................................3
3.3...........................................................................................................................................4
3.4...........................................................................................................................................4
3.5...........................................................................................................................................4
3.6...........................................................................................................................................4
3.7...........................................................................................................................................4
UNIT: 19 .........................................................................................................................................5
1.1...........................................................................................................................................5
1.2...........................................................................................................................................5
1.3...........................................................................................................................................5
1.4...........................................................................................................................................5
1.5...........................................................................................................................................5
1.6...........................................................................................................................................5
2.1...........................................................................................................................................6
2.2...........................................................................................................................................6
2.3...........................................................................................................................................6
3.1...........................................................................................................................................6

3.2...........................................................................................................................................6
3.3...........................................................................................................................................6
UNIT 27 ..........................................................................................................................................7
1.1...........................................................................................................................................7
1.2...........................................................................................................................................7
1.3...........................................................................................................................................7
1.4 ..........................................................................................................................................7
1.5...........................................................................................................................................8
2.1...........................................................................................................................................8
2.2...........................................................................................................................................8
2.3...........................................................................................................................................8
2.4...........................................................................................................................................8
3.1...........................................................................................................................................8
3.2...........................................................................................................................................9
UNIT 38...........................................................................................................................................9
1.1...........................................................................................................................................9
1.2...........................................................................................................................................9
1.3...........................................................................................................................................9
1.4...........................................................................................................................................9
1.5...........................................................................................................................................9
1.6.........................................................................................................................................10
1.7.........................................................................................................................................10
1.8.........................................................................................................................................10
2.1.........................................................................................................................................10
2.2.........................................................................................................................................10
2.3.........................................................................................................................................10
2.4.........................................................................................................................................10
3.1.........................................................................................................................................11
3.2.........................................................................................................................................11
3.3.........................................................................................................................................11
UNIT 51.........................................................................................................................................11

1.1.........................................................................................................................................11
1.2.........................................................................................................................................11
1.3.........................................................................................................................................12
1.4.........................................................................................................................................12
1.5.........................................................................................................................................12
1.6.........................................................................................................................................12
1.7.........................................................................................................................................13
2.1.........................................................................................................................................13
2.2.........................................................................................................................................13
2.3.........................................................................................................................................13
2.3.........................................................................................................................................13
2.4.........................................................................................................................................14
3.1.........................................................................................................................................14
3.2.........................................................................................................................................14
3.3.........................................................................................................................................14
3.4.........................................................................................................................................14
3.5.........................................................................................................................................15
3.6.........................................................................................................................................15
UNIT 54.........................................................................................................................................15
1.1.........................................................................................................................................15
1.2.........................................................................................................................................15
1.3.........................................................................................................................................15
1.4.........................................................................................................................................15
1.5.........................................................................................................................................16
1.6.........................................................................................................................................16
1.7.........................................................................................................................................16
1.8.........................................................................................................................................16
2.1.........................................................................................................................................16
2.2.........................................................................................................................................16
2.3.........................................................................................................................................17
2.4.........................................................................................................................................17

2.5.........................................................................................................................................17
2.6.........................................................................................................................................17
2.7.........................................................................................................................................17
2.8.........................................................................................................................................17
2.9.........................................................................................................................................17
UNIT 73.........................................................................................................................................18
1.1.........................................................................................................................................18
1.2.........................................................................................................................................18
1.3.........................................................................................................................................18
1.4.........................................................................................................................................18
1.5.........................................................................................................................................18
1.6.........................................................................................................................................18
2.1.........................................................................................................................................19
2.2.........................................................................................................................................19
2.3.........................................................................................................................................19
3.1.........................................................................................................................................19
3.2.........................................................................................................................................19
3.3.........................................................................................................................................19
3.4.........................................................................................................................................20
3.5.........................................................................................................................................20
3.6.........................................................................................................................................20
4.1.........................................................................................................................................20
4.2.........................................................................................................................................20
4.3.........................................................................................................................................20
4.4.........................................................................................................................................21
4.5.........................................................................................................................................21
4.6.........................................................................................................................................21
CONCLUSION..............................................................................................................................21
REFERENCES..............................................................................................................................23

INTRODUCTION
Business administration is management of a business. It includes all aspects of
overseeing and supervising business operations and related field which include Accounting,
Finance and Marketing (Escobar-Rodriguez and Monge-Lozano, 2012). The administration of a
business includes the performance or management of business operations and decision making,
as well as the efficient organization of people and other resources, to direct activities toward
common goals and objectives.
TASK 1
1.1
Advantages: -
 The basic features are easy to master and can make you appear to be organized, even if
you are not. Easy to modify: when compared to other visual aids such as charts, posters, or objects, it
is easy to modify.
Disadvantages: -
 Design power pointless: gives the illusion of content and coherence, when in fact there is
really not much substance or connection between the different points on the slides.
 Focus on medium, not message: Too many people forget that they are making a
presentation first and that PowerPoint is just a tool.
1.2
Type and size of audiences: -
 Conversation Size: an audience of up to 10 people.
 Speech Size: an audience of 10-40 people.
 Performance Size: an audience of 40-100 people.
 Show Size: an audience of 100 or more people
Anticipating your audience’s assumptions helps you make better choices about how to
present your content. We all know there are many misconceptions when it comes to nutrition, so
get ready to debunk these in a way that doesn’t alienate the audience.
1.3
 Purpose. Always identify the purpose of your presentation.
 People. Think about the people at your presentation.
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 Problems. Ask yourself what can go wrong with your presentation, and have contingency
plans to help you cope and to boost your confidence (Hesselbarth and Schaltegger,
2014).
 Patterns. Try to find patterns or shapes to your presentation that will help your audience
to remember what you say.
1.4
When it comes to voice projection, participants have probably been speaking for years
and, presumably, been heard, so they may wonder why it is more than just volume that is
important. However, presentations are not like ordinary face-to-face conversations and require a
different set of skills. This training activity focuses on the difference that a little attention paid to
how presenters say their words will make on their delivery style, and pay dividends with and for
their audience.
1.5
 Listen to the entire question
 Pause
 Credit The Person
 Respond to the Question honestly and the best you can
 Bridge to the next question by asking them a question
1.6
 Self-reflection is important in any evaluation, but it is particularly difficult for
presentations. For self-reflection to work well, presenters must record or videotape their
presentation, and listen to or view the tape.
 As a build-up to audience evaluation, most public speaking experts recommend practising
your presentation multiple times.
2.1
Room layout - Check the location of doors. Once the meeting has started, people should
not enter through doors at the front of the room, to prevent latecomers from disrupting the
meeting.
Room Noise - Be sure the ventilation system is working well and quietly. Be sure there's
no extraneous noise coming from other meetings in adjoining rooms or from the corridors (Roth,
2012).
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2.2
A formal Contingency Plan is a documented procedure or process that prepares a facility
to respond appropriately to an unplanned event including the recovery from that event. Its
purpose is to minimize business losses caused by unplanned equipment or service outages.
2.3
 Write a timed schedule for presentation
 Find out how long it takes to deliver material
 Decide the “talking time”
 Write assertions so that individuals don’t waffle
3.1
The language you select should be suitable for you, not someone else. If you’re a first-
year college student, there’s no need to force yourself to sound like an astrophysicist even if you
are giving a speech on new planets. On other hand, appropriateness asks whether the language
you are choosing is appropriate for your specific audience. Let’s say that you’re an engineering
student. If you’re giving a presentation in an engineering class, you can use language that other
engineering students will know.
3.2
 Know what volume your voice should be in your classroom. If you speak too softly, your
speech serves little purpose. At the same time, don't mistake shouting for speaking
loudly.
 Vary the volume to get attention. Whether to choose to speak louder or more quietly, you
draw attention to your speech through contrast. For example, you can speak softly when
you narrate a sad story. In this case, a quieter approach is usually a more effective
attention-grabber.
3.3
Body language, sometimes called “non-verbal communication,” is an important tool. The
way you communicate through body language can determine your success in everything from
relationships to your career. Paying closer attention to the messages you send through body
language can help you succeed.
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3.4
Visual aids can add another dimension to a speech, and they can be used for any topic.
Pictures, PowerPoint presentations, and other types of props are a good way to hold the
audience’s interest. Being organized is another important part of effective presentations. Using
note cards with clearly written points is a good way to remember what you want to say and in
what order.
3.5
Presentations skills and public speaking skills are very useful in many aspects of work
and life. Effective presentations and public speaking skills are important in business, sales and
selling, training, teaching, lecturing, and generally feeling comfortable speaking to a group of
people (Ackermann, 2012).
3.6
 Set the Rules at the Beginning
 Field Questions Fairly
 Answer Questions Tactfully
 Have Your Own Questions Ready
3.7
To begin evaluating presentation training courses you need to have formulated a base-line
from which to measure results. Generally, this is the point where you recognize need. As you
realized that presentation training courses were a possible solution to your base line questions
you likely had an idea of where you would like the improvements to be realized.
UNIT: 19
1.1
Filter junk mail using sender name, domain, or subject line. Send messages to a separate
folder or block them altogether. This option is useful if spam senders frequently change sender
information.
1.2
Even though finance is a big part of school administration, cheques are very rarely sent
out through the post as most banking is done electronically; this is because it is generally more
secure, easier to use and much faster than waiting for a cheque to come through the post.
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1.3
A franking machine is a device that franks all outgoing mail with the date, item price and
usually a return address and company logo. A franking machine can frank letters and large
letters, as well as labels for parcels and large packages.
1.4
All outgoing mail needs to clearly identify the sender and the recipient. Instruct
employees in the proper preparation of envelopes, and make someone on staff available to
answer questions about the mail.
1.5
To ensure security of mail items, all post addressed to employees are organised and
delivered to their pigeon holes, to be opened by themselves (Pham, Segers and Gijselaers, 2013).
However, post with no name is usually opened by me: if it states it is confidential or private,
managers will be hand it to the business manager.
1.6
There are several ways to identify a suspicious item, some characteristics include -
misspelling of name or address, no return address, stains, discolouration or a strange odour, or
uneven"unnecessary packaging. The procedures in place state never to open a package believed
to be suspicious, and to isolate it from the rest of the mail, preferably sealing it in another
package or container.
2.1
The reason the mail is stamped only on the envelope is that once the mail is delivered to
the appropriate person it becomes their responsibility to deal with the item. All mail is date
stamped on the envelope. Most mail is addressed to either a named person or department.
2.2
Incoming USPS mail is picked up by Mail Services around 8:45am. This mail is
generally sorted by 9:30am. The mail is then delivered around campus according to daily
approximate scheduled rounds.
Outgoing mail is picked up from departments at the same time incoming mail is
delivered. The mail is processed and generally dispatched the same day.
5

2.3
This is where you set the Account specific Junk Mail settings. Select to enable adaptive
junk mail controls for the mail account. There is a section: 'do not automatically mark mail as
junk if the sender is in' It should show you a list of your address books.
3.1
Mail requiring metered postage requires a USPS Metered Mail Request Form (PDF),
available from the mailroom (Miller and Cameron, 2011). First Class, Bulk, Priority Mail,
Express Mail, International Mail, Media Mail and Book Rate metered mail services are available.
3.2
Dispatch is considered one of the niftiest email apps for iPhone, mostly because it
supports third-party apps. You can, for instance, archive important mails to Evernote or save
links to read later with Pocket. The app also supports email aliases and Touch ID.
3.3
Despatching involves the following steps :
 Collection of outward mail
 Recording in despatch register
 Folding of letters
 Preparing the envelopes
 Sealing and stamping
 Posting the mail.
UNIT 27
1.1
Storing information is the process where information is deposited or stored in a
storehouse (cabinets, HDD, memory stick, etc) and retrieving information is the process of
obtaining the stored information resources relevant to the needs. The main purpose of storing any
information is for easy retrieval in the future when it is required. It is also part of a company’s
business practice.
6

1.2
It is important to have rules concerning the security and confidentiality of information,
because it may contain sensitive data such as:
 Personal records
 Payroll records
 Human resources records
 Financial data
In the wrong hands, this information could pose a threat to the business and its customers
or be used to commit fraud, discrimination, and other violations. There are laws such as the 1998
Data Protection Act that, if not followed, could lead to legal action (Schmoldt and et. al., 2013).
1.3
The Physical way or storing information can range from using a fling cabinet where
documents and other information are stored alphabetically or using page dividers to separate
information by topic genre. This method is frequently used invoices to store employees files,
customer records, company policies, contracts or procedures.
1.4
within the Primary Care Mental health Team use many different systems that have the
facility to search for information. We store information electronically and paper based. Laptus is
one of our day to day systems that is used to research about a patient's ID number, birth name,
postcode etc.
1.5
Having an information system is crucial to the well being of an organisation. it is possibly
one of the most important assets a company needs although there can be several issues that
arise; information stored electronically can be obtained by viruses.
2.1
Information systems are the collection of hardware and software network, data and
procedures that people and organisations use for the information storage and retrieval procedure.
It looks after collection of data, creating data, processing data, distributing data and retrieving
data.
7

2.2
Computers are highly efficient information storage and management systems, but only if
the computer user sets up a sensible framework or filing system for grouping and ordering that
information in the first place. In any organisation it is important that there is a universally agreed
system for naming and filing records and documents.
2.3
Most people using computers in their work will be familiar with Word files (typed
documents), Adobe PDF files (published documents) and maybe also Excel spreadsheets (for
working with numbers). Files will be called something like staffmeeting.doc or
clientbrochure.pdf or budget2007.xls.
2.4
All Employees are responsible for the Health and Safety Act 1974, and ensuring that the
workplace is Safe, Secure and Stress free. As well as appropriate Health and Safety Policies and
Procedures for those are in place and adhere (Miranda, Gramani and Andrade, 2012). When
processing complaints they must be done in observance with organizations.
3.1
The main purpose of storing any information is for easy retrieval in the future when it is
required. It is also part of a company’s business practice. Storing documents have to be done in
proper procedure so that it is easier to find. Depending on the type of information, information
can be stored in either fireproof cabinets for hard copies or hard disks or other electronic storage
devices for soft copies.
3.2
Information when requested have to be in the agreed format and have to be presented or
provided at the agreed timescales. Every organisation will have a standard business format for all
documents that they deal with.
UNIT 38
1.1
When ordering services and products the person responsible must order enough quantity
so that they do not run out on stocks and affect the functioning of the organisation.
 When ordering office supplies state the clear details of the products including product
code where possible (Aremu and Adeyemi, 2011).
8

 The size, colour and any other details should be specified
1.2
It is very important for businesses to carry out a stock check continuously. If you have
various typed of stock then you may use more than one method to keep on top of it"
 Minimum stock level - you identify a minimum stock level and re-order when stock
reaches that level. This is called the re-order level.
 Stock relies - you have regular reviews of stock. At every review! You place an order to
return stocks to a predetermined level.
1.3
There are a multiple of things that can go wrong with deliveries such as having the
incorrect number of items sent having the wrong items sent! missing items not listed. A duplicate
of orders damaged goods! and late delivery.
1.4
Keep up-to-date, accurate and legible records of stationery stock items issued. Dispose of
unwanted or damaged stationery stock items safely, following organisational procedures and
legal requirements. Identify and recommend ways in which the system for receiving and issuing
stationery stock could be improved.
1.5
Separate standard is followed for each type of stationery. There is no link of standard
with cost. The stationery should be capable of satisfying the needs of the office and well suited
for-the purpose for which they are purchased (Ylagan, 2013).
1.6
 Benefits - Increased efficiency, Reduced costs, Minimises price volatility, Outsourcing
certain activities and Continual improvement of operations.
 Limitations - Integration Difficulties, Quality Suffers and Potential for Setbacks
1.7
Gather information about what your company is currently doing to order office supplies.
Select a small group of employees to suggest ideas for the sections that should be included in the
procedure. Write the procedure required for each section you developed with the employee
group.
9

1.8
Although recycling office waste such as paper is far better than sending it for disposal to
landfill, you should bear in mind that recycling itself has environmental impacts and costs for
transportation and energy use (Love, 2013).
2.1
The departments can prepare an indent whenever there is a need of stationery. A time is
fixed for issue of stationery. It may be an hour is a day. The issue time should be communicated
to every department.
2.2
The controlled substance licensee/registrant is responsible for applying effective internal
controls to guard against theft and diversion of controlled substances; including screening
personnel who may come in contact with substances and properly storing and securing the
substances per schedule requirements.
2.3
Each facility will have its own methods and procedures for stock replenishment which
should incorporate the following principles:
 minimum and maximum levels for all items
 stock rotation practices ensuring oldest stock is used first
 commercially prepared items must be examined and soiled or damaged items rejected.
2.4
Many buyers try to find big and established suppliers, despite their own business and
orders being small. They do not realize that big suppliers are busy and often do not give
importance to small orders (Ismail, 2013). The cooperation was good, until early 2012 when
orders started being delayed.
3.1
 Unless there is a proper control of stationeries, it will cause excessive investment in
stationeries. The work may be suspended or could be managed through local purchase, if
there is no control over stationeries.
 A great deal of losses are caused due to careless handling, defective store-keeping,
indifferent issuing and indiscriminate using of stationeries. A good system of stationery
control enables proper use of stationeries and therefore avoid all possible wastages.
10

3.2
It is important to order the right quantities. Ordering too little will result in shortages and
your health facility will be unable to provide effective treatment and care, undermining staff and
patient confidence in the service.
3.3
Businesses are responsible for making sure that their hazardous waste doesn’t cause any
harm or damage. This responsibility lasts from when the business produces the hazardous waste
until it’s disposed of.
UNIT 51
1.1
Consolidate your stationery purchasing so that each department must request new
stationery from one person. Store stationery in a central location. Monitor the location on a
regular basis to check the inventory (Hettne, 2016). Store stationery in a central location.
Monitor the location on a regular basis to check the inventory.
1.2
It could either be a written or electronic document and it serves as an official record. The
format, structure and contents of the documents vary depending on the information recorded and
the purpose for which it was recorded. Some examples of documents are invoices, newspapers,
purchase orders, product specifications, letters, journals, spread sheets, licenses, etc.
1.3
In order to enter text in a document, one needs to be proficient in keyboard skills.
Keyboard skills do not just mean typing alphabets and numbers, but efficient use of all the keys
and functions of the keyboard.
1.4
Word has two really useful features that almost no one ever uses: Compare Documents
and Combine Documents. As their names imply, the features let you either compare two Word
docs against each other or combine two together (De Bruijn and Leeman, 2011).
1.5
This is the ability to select and use a range of word processing software tools and
techniques to produce documents that are at times non-routine or unfamiliar. Any aspect that is
unfamiliar may require support and advice from others.
11

 Word processing tools and techniques will have the following characteristics:
 the software tools and functions will be at times non-routine or unfamiliar;
 the choice of techniques will need to take account of a number of factors or elements; and
 the user will take some responsibility for the inputting, manipulating and outputting of
the information
1.6
The following sample macro uses the Variables property to set a document variable.
Following the sample macro are steps to use the DocVariable field to retrieve the value into the
contents of the same document.
Sub GetSetDocVars()
Dim fName As String
fName = "Jeff Smith"
' Set contents of variable "fName" in a document using a document
' variable called "FullName."
ActiveDocument.Variables.Add Name:="FullName", Value:=fName
1.7
We have just looked at why formatting is important and what factors need to be
considered or remembered while formatting a document. Once you know the purpose of the
document, the layout and structure, a visual imagination of the final look of the document and
what sort of formatting the document requires, you will then need to make use of the appropriate
techniques that are available to format the characters and paragraphs of the document.
2.1
The Quick Access Toolbar is that small set of tools in the upper-left corner of your Word
2010 screen. By default, the program offers Save, Undo, and Repeat, but you can click the
Customize Quick Access Toolbar arrow at the end of the row to display additional choices. This
was the customization lots of us were waiting on — a chance to tweak the Big Kahuna, the Word
Ribbon.
12

2.2
Information in documents is most commonly presented as paragraphs of text. To make a
text-heavy document more legible, you can flow the text in two or more columns, or you can
display information in a table.
2.3
There are several types of styles that you can apply to different elements in a document:
 A paragraph style contains settings that specify the formatting of paragraphs.
 A character style contains settings that specify the formatting of characters.
 A table style contains settings that specify the formatting of elements in tables (Lakhal,
Sévigny and Frenette, 2013).
 A list style contains settings that specify the formatting of the paragraphs in lists.
2.3
Each part of the document has its own style and structure. For example, the title page of
the document will have the title of the report, date, document status, etc., the table of contents
will have all the sections and sub-sections of the document, with the relevant page numbers and
so on.
2.4
Templates are pre-designed documents which have a pattern stored in them and are
readily available for one to use. They have some details already in place that can be adapted or
edited according to one’s needs. This will help you to concentrate on the document content in
the future, rather than wasting time on designing the document.
3.1
Formatting refers to the appearance or presentation of your essay. Another word for
formatting is layout. Most essays contain at least four different kinds of text: headings, ordinary
paragraphs, quotations and bibliographic references.
3.2
Formatting Characters
13

Every character in your document is formatted. The formatting describes the typeface, the
size of the character, the color, and whether or not the character is underlined, bold, or
capitalized.
Formatting Basics
Word deals with formatting on three levels encompassing small and specific on up to big
and broad—through characters, paragraphs, and sections.
3.3
Word offers you several options to change the presentation of the text such as to put the
text in bold, in italic or in underlined. It's also possible to change the font as well as cuts it letters
and its colors from the others. The pagination allows you to control the options of presentation of
your document on paper.
3.4
It's hard to overstate the importance of creating business documents that are accurate,
attractive and polished. The editing and proofreading step in the process of preparing documents
is vital. Business documents include a wide range of communications, from internal memos and
handbooks to reports and marketing materials, but they all represent your company, so they need
to be perfect.
3.5
Good quality documents attract customers and suppliers, thereby increasing the profit for
the organisation. It helps with the improvement of various fields and increases creativity in what
you do, which in turn will attract customers. A neatly produced document will have step by step
explanation or plan or statistics of what is asked for and will help identify, manage and monitor
risks.
3.6
The documents that you produce for your organisation are an image or representation of
your organisation. So it automatically creates an impression on the reader about the standards of
the organisation and how it values its customers. A good quality document also looks good on
the reader's eyes, and is easy to follow and read.
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UNIT 54
1.1
 Monitor customer complaints using social media monitoring tools
 Monitor customer complaints using customer support software
 Monitor customer complaints using a customer support phone number
1.2
It is vitally important to handle a customer complaining about your service or products
empathetically. In addition, a strong communication structure is required, in order to stay in
control of the conversation and to achieve a successful outcome.
1.3
 Listen Intently: Listen to the customer, and do not interrupt them. They need to tell their
story and feel that they have been heard.
 Apologize: Sincerely convey to the customer your apology for the way the situation has
made them feel.
1.4
Customer service is the backbone of all thriving businesses, but unfortunately, it’s
virtually impossible to please every customer in any industry - and self storage is no exception.
No matter who is at fault in the situation, it’s your job to clean up the situation or you’ll lose a
renter and one of your storage units will be sitting empty.
1.5
 Explain organisational procedures for dealing with customer
complaints
 Use the correct tone
 Be neutral
 Use verbal softeners
1.6
A customer escalation is a scenario where a customer is not pleased with an employee
interaction and wants someone at a higher level within the company to resolve the complaint.
Escalations should be taken seriously, because this means you have an irate or agitated customer
on your hands.
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1.7
 Act promptly – deal with complaints immediately.
 Don’t throw written complaints away as soon as they arrive on the assumption that
serious customers will write in again (Bowman and Thompson, 2013).
1.8
Running a customer-focused business helps organizations build a loyal customer base.
Customer-focused businesses operate solely on customers' needs and wants, which can have a
negative impact on a company's creativity.
2.1
When customer service representatives are not trained properly, keep customers waiting
for a long time and do not resolve issues, this is called poor customer service. Poor staff training
leads to calls or chats being transferred from one agent to another. And there is nothing more
irritating than telling your story again and again.
2.2
 Train staff about the products they are selling.
 Ensure product literature is accurate.
 Investigate the product with the manufacturer.
 Make sure staff explain warranty conditions.
2.3
 Listen actively - Effective communication starts with being a good listener.
 Don’t interrupt interrupting your customers will not only upset them, but will limit your
ability to communicate effectively.
2.4
Complaining customers have a perception that somehow their needs and expectations
were not met. One of the most difficult aspects of listening to complaints is having the ability to
separate yourself from the issue.
2.5
Improving Customer Loyalty and Catching Problems whereas its major disadvantage is
The Most Vocal Customers Are Disproportionately Represented.
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2.6
It may not be your fault, but it’s still your problem. Approach all angry customers with
this attitude. To address the customer’s problem you’ll need to know exactly what it is. As with
all other endeavours, listening is a key skill. Shut up and listen carefully.
2.7
When your customer has finished, show some empathy – explain that you understand
why they are so upset and that you are going to try and sort things out for them. Clarify your
understanding of their problem, ask questions and qualify comments.
2.8
Customer complaints are frequently a business owner’s worst nightmare. Faced with an
aggrieved customer many small business managers simply shut down, either avoiding the
customer’s communication or giving unhelpful or unsympathetic responses.
2.9
 a confidentiality policy
 a clearly defined process for identifying and regularly updating a Community Resource
Index so that all workers are aware of what other services are available to refer to (the
index contains basis contact details and information about what each service provides)
 processes for networking with other agencies, including attending relevant interagencies
UNIT 73
1.1
Starting a project without clear objectives, specific directions and a prepared plan of
action is like starting out on a road trip with no idea where you're going or how to get there.
Relate clear beginning and ending objectives prior to starting on a plan or risk leaving the door
open for project managers and participants to make assumptions.
1.2
Properly analyse\ the information. It is important to properly analyse the information you
are basing your decision on as poor analysis can lead to wrong decisions. Consult with, listen to
and involve the right people. Making decisions in isolation is not advisable.
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1.3
The essence of management is making decisions. Managers are constantly required to
evaluate alternatives and make decisions regarding a wide range of matters. Just as there are
different managerial styles, there are different decision-making styles. Decision making involves
uncertainty and risk, and decision makers have varying degrees of risk aversion.
1.4
The reality is that goals and objectives at the top of the executive management chain can
very much differ from those in different departments throughout the organization. That often
means that a company can be pulled in several different directions as opposed to having all
employees on the same page, working towards a common goal.
1.5
Analyze the leadership competencies associated with effective leadership in your
industry. Different leadership competencies are critical to success that include creativity,
resilience and flexibility.
1.6
Identify the source of the problem. Problems represent a flaw in the system. Schedule a
meeting. Discuss performance issues during regular review periods and do so in a private
manner. Lay out clear expectations to the employee. These should include expectations as they
relate to company policy and the requirements of the position.
2.1
Leaders set goals and direction, challenging the norm, and seeking new ways of working
towards goals. Managers on the other hand maintain the status quo.
2.2
 Autocratic leaders make decisions with little or no involvement from employees. These
leaders are supremely confident and comfortable with the decision-making responsibility
for company operating and strategic plans.
 Laissez-faire leadership, is typically considered the least effective option. In stark
contrast to the other primary styles, delegative leaders rarely make decisions, leaving
this function up to the group.
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2.3
The Hierarchy of Needs theory was coined by psychologist Abraham Maslow in his 1943
paper “A Theory of Human Motivation”. The hierarchy is made up of 5 levels:
 Physiological
 Safety
 Love/belonging
 Esteem
 Self-actualisation
3.1
The major functions that a manager completes can be categorized into four different
functions known as planning, organizing, leading, and controlling. For some of us, we only see
the final two - leading and controlling - but you should know that for every managerial behaviour
you do see, there is an equal amount that you do not.
3.2
As a manager you are responsible for setting the goals and objectives for your staff.
Objectives and goals helps a group focus as a united team with one shared objective.
3.3
Managers play a critical role in delivering performance. Managers need to be able to
consistently deliver performance and results and get the best possible performance from the
teams and individuals they manage.
3.4
 Contingency Theory - This theory asserts that managers make decisions based on the
situation at hand rather than a "one size fits all" method
 Systems Theory - Managers who understand systems theory recognize how different
systems affect a worker and how a worker affects the systems around them.
3.5
 Contingency Theory - This theory emphasizes that the decisions made by the manager
are based on the present circumstances rather than following the method one size fits all.
 Systems Theory - Managers with a good understanding of systems theory identify how an
employee affects the system around them and how different systems influence a worker.
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3.6
Budgeting is an important exercise that is followed in almost all the organizations.
Although budgeting has a lot of advantages, it has few limitations which are highlighted in the
article.
4.1
Key performance indicators are benchmarks or measurements that let you gauge how
well you are doing in meeting goals. When you set goals, they are either outcome-oriented or
performance-oriented. An outcome goal is an end result you want, such as a sales volume,
number of units produced or profit.
4.2
Performance management begins with goals. Set your corporate goals and objectives and
clearly communicate them for performance expectations to be met. A performance management
system is a set of activities you can use in your company to effectively achieve business goals
and objectives.
4.3
Key performance indicator, or KPI, targets help small-business owners identify where
their companies can improve productivity. The KPI can be tailored to fit any company or a
division within the company.
4.4
 Management dashboards, which bring together performance information (often in graphs,
charts and traffic lights) in a concise display so that performance levels are easier to
communicate and understand.
 Lean management approaches. Compared to previous studies usage of lean approaches
has increased, which might reflect the current state of the world economy and the need to
improve efficiencies and cut costs.
4.5
Performance management information systems are an integral part in producing the
information required by management accountants to enable performance measurement.
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4.6
Outputs are those results which are achieved immediately after implementing an activity.
Outcomes can be considered as mid-term results. They are not seen immediately after the end of
the project activity.
CONCLUSION
In today’s world, Management is essential in every organization. Management is one of
the key reason for modernization and industrialization. The basic function of management is to
integrate the efforts of human resources and to utilize them to achieve the desired result. So it is
very essential aspect of human existence as a whole.
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