UNIT 24 Employee Rights and Responsibilities
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Added on 2020-06-05
UNIT 24 Employee Rights and Responsibilities
Added on 2020-06-05
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UNIT 10; 21; 24; 27; 32; 52;54; 73
Table of ContentsINTRODUCTION...........................................................................................................................1UNIT 10 Develop a Presentation.....................................................................................................11.1 Explain best practice in developing presentations................................................................11.2 Explain who needs to be consulted on the development of a presentation...........................11.3 Explain the factors to be taken into account in developing a presentation...........................11.4 Analyse the advantages and limitations of different communication media........................22.1 Identify the purpose, content, style, timing and audience for a presentation........................2UNIT 21 Provide Administrative Support for Meetings.................................................................21.1 Describe the purpose of the meeting and who needs to attend.............................................21.2 Explain why it is important to have a minimum number of attendees for a meeting...........21.3 Explain ways to achieve maximum attendance at meetings.................................................21.4 Explain the access, health, safety and security requirements relating to meetings...............21.5 Describe how to set up the resources needed for a meeting.................................................31.6 Explain the responsibilities of the meeting chair and meeting secretary..............................31.7 Explain the difference between formal and informal meetings ...........................................31.8 Explain the legal implications of formal meetings...............................................................4UNIT 24 Employee Rights and Responsibilities.............................................................................4TASK 1............................................................................................................................................41.1 Explain the role of their own occupation within an organisation and industry ...................41.2 Describe career pathways within their organisation and industry........................................41.3 Identify sources of information and advice on an industry, occupation, training and careerpathway ......................................................................................................................................41.4 Describe an organisation’s principles of conduct and codes of practice ..............................51.5 Explain issues of public concern that affect an organisation and industry...........................51.6 Describe the types, roles and responsibilities of representative bodies and their relevanceto their own role..........................................................................................................................5TASK 2............................................................................................................................................62.1 Describe the employer and employee statutory rights and responsibilities that affect theirown role ......................................................................................................................................6
2.2 Describe an employer’s expectations for employees’ standards of personal presentation,punctuality and behaviour ..........................................................................................................62.3 Describe the procedures and documentation that protect relationships with employees .....62.4 Identify sources of information and advice on employment rights and responsibilities.......6UNIT 27 Store and Retrieve Information........................................................................................61.1 Systems and procedures for storing and retrieving information...........................................61.2 Legal and organisational requirements for information security and retention....................71.3 How to create filing systems to facilitate information identification and retrieval...............71.4 How to use different search techniques to locate and retrieve information..........................71.5 What to do when problems arise when storing or retrieving information............................7UNIT 32 Produce Minutes of Meetings...........................................................................................81.1 Explain the purpose of different types of minutes and other meeting records......................81.2 Explain the legal requirements of formal minutes................................................................81.3 Describe organisational conventions for producing minutes................................................81.4 Describe the responsibilities of the minute taker in a meeting.............................................81.5 Explain why it is important to maintain confidentiality of meetings, discussions andactions.........................................................................................................................................91.6 Explain why it is necessary to record who proposed and seconded suggestions andchanges........................................................................................................................................9UNIT 52 Using email.......................................................................................................................91.2 Explain methods to improve message transmission..............................................................91.4 Explain why and how to stay safe and respect others when using e-mail............................92.4 Explain why, how and when to archive messages................................................................92.7 Explain how to minimise e-mail problems.........................................................................10UNIT 54 Resolve customers’ complaints......................................................................................101.2 Identify those complaints that should prompt a review of the service offer and servicedelivery......................................................................................................................................101.3 Negotiating techniques used to resolve customers’ complaints..........................................101.4 Conflict management techniques used in dealing with upset customers............................101.5 Explain organisational procedures for dealing with customer complaints.........................11Listen.........................................................................................................................................11
Fix the Immediate Problem.......................................................................................................11Apologies and Thanks...............................................................................................................11Getting to the Root....................................................................................................................11Preventive Measures.................................................................................................................11Quality and Service are Paramount...........................................................................................111.6 Explain when to escalate customers’ complaints................................................................111.7 Explain the cost and regulatory implications of admitting liability on the basis of acustomer complaint...................................................................................................................111.8 Explain the advantages and limitations of offering compensation or replacement productsand/or services...........................................................................................................................11Celebrated for Customer Service..............................................................................................122.4 Explain the advantages and limitations of different complaint response options tocustomers...................................................................................................................................122.5 Explain the advantages and limitations of different complaint response options to theorganisation...............................................................................................................................12UNIT 73 Principles of leadership and management......................................................................13TASK 1..........................................................................................................................................131.1 Importance of defining the objectives, scope and success criteria of the decisions to betaken..........................................................................................................................................131.2 Importance of analysing the potential impact of decision making.....................................131.3 Importance of obtaining sufficient valid information to enable effective decision making...................................................................................................................................................131.4 Importance of aligning decisions with business objectives, values and policies................131.5 How to validate information used in the decision making process.....................................131.6 How to address issues that hamper the achievement of targets and quality standard.........13TASK 2..........................................................................................................................................142.1 Difference in the influence of managers and leaders on their teams..................................142.2 The suitability and impact of different leadership styles in different contexts...................142.3 Theories and models of motivation and their application in the workplace.......................14TASK 3..........................................................................................................................................143.1 Manager's responsibilities for planning, coordinating and controlling work......................14
3.2 How managers ensure that team objectives are met...........................................................143.3 How a manager's role contributes to the achievement of an organisation’s vision, missionand objectives............................................................................................................................153.4 Theories and models of management..................................................................................153.5 How the application of management theories guide a manager's actions...........................153.6 The operational constraints imposed by budgets................................................................15TASK 4..........................................................................................................................................154.1 Relationship between business objectives and performance measures...............................154.2 The features of a performance measurement system..........................................................154.3 How to set key performance indicators (KPIs)...................................................................154.4 Tools, processes and timetable for monitoring and reporting on business performance....164.5 Use of management accounts and management information systems in performancemanagement..............................................................................................................................164.6 Distinction between outcomes and outputs.........................................................................16CONCLUSION..............................................................................................................................16REFERENCES..............................................................................................................................17
INTRODUCTIONA program that generally prepares individuals to plan, organize, direct, and control thefunctions and processes of a firm or organization (Bean, 2015). Includes instruction inmanagement theory, human resources management and behaviour, accounting and otherquantitative methods, purchasing and logistics, organization and production, marketing, andbusiness decision-making.UNIT 10 Develop a Presentation1.1 Explain best practice in developing presentationsResearchSkilful CompositionCite experts or provide real life case studies.Creating an environment of shared knowledge.Keep bullet points and lists to a minimum.Conclusion1.2 Explain who needs to be consulted on the development of a presentationQualification structuresProgression opportunitiesChoosing UnitsScoring pointsDevelop a Presentation1.3 Explain the factors to be taken into account in developing a presentationClarityInterestRelevance to audienceEmphasis on Important PointsShort Sentence (Hettne, 2016).Direct Speech and active moodAppropriate VocabularyLink between Sections1
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