UPDATED ACTUAL EXAM FOR UNIT 2 WORKING IN BUSINESS OCR.(A+)

UPDATED ACTUAL EXAM FOR UNIT 2 WORKING IN BUSINESS OCR. What do authority protocols do? They provide a framework for employees to follow. What are the types of authority in the workplace? - Decision making - Authorization What is a protocol? Procedures or rules that must be followed. What is a line manager? The superior to whom an employee reports; usually this is the person directly above the employee in the organization chart. Reasons for authority protocols - Allow for delegation of tasks - Provides a checking procedure - Lower risk of fraud What organizational procedures can a business use to maintain confidentiality? - Information shown on a need-to-know basis - using a blind copy (BCC) on emails - Requiring employees to sign a non-disclosure agreement (NDA) - Deem disclosing confidential information as gross misconduct What manual storage can be used to maintain confidentiality Securing file cabinets information is stored in. What electronic protection can be used to maintain confidentiality Password protection on a network. Implications of a business breaching confidentiality - Loss of reputation - Legal action - Loss of productivity and efficiency Implications of an employee breaching confidentiality - Immediate dismissal (gross misconduct) - Future employment issues (lack of reference) - Legal action Why may confidentiality need to be breached? - If employees are suspected of fraud or embezzlement. - If an employee must be contacted in an emergency. What is embezzlement? - Theft by an employee of assets that belong to the employer; this may include money, stock and stationery. What is an example of an organizational constraint on document content? All staff are required to conclude an email with their signature, job title and contact details. What ethical constraint is there on document content? Businesses may have guidelines relating to stereotypes, whistle-blowing or privacy that affect how some documents are worded. What is an example of codes of practice on document content? Social care workers are required to maintain clear and accurate records. What does the Copyright, Designs and Patents Act protect? - Music - Books - Leaflets - Newsletters - Films - Software What does the Data Protection Act require? - Personal information is protected. - Personal information only used when relevant. An example of how the Consumer Protection from Unfair Trading Regulations impacts the contents of documents A newspaper advertisement stating special offer prices when no products are available at these prices would breach this legislation. What does the Equality Act protect? This act protects individuals from discrimination. What is plagiarism? Using someone else's work and leading others to believe that it is your own. Who should check documents for errors or possible misinterpretation? - More senior employees - Specialists - Those to whom a document refers - A proofreader - External communications company What could the checking of documents prevent? Problems in the long term, such as damage to a business’s reputation. When arrangements are made, what must arrangers ensure? They must ensure relevant staff have received the details and that the details themselves have been copied accurately. What are the implications of poor checking? - Financial loss - Loss of time - Loss of business opportunities - Reputation damage What protocols can be used to protect networks from unauthorized access? - Password protecting documents, and computers - Installing anti-virus - Installing anti-spyware - Level of access rights - Have a time out for when computers are left unattended - Positioning computer screens to make unviewable What are examples of inappropriate use of IT equipment and software? - Using workplace computers for non-work activities - Installing unauthorized software - Installing business software on home computers What protocols does The Health and Safety at Work Act require business to do? - Provide adequate lighting and ventilation - Provide regular eye tests - Ensure risk assessments are carried out What protocols does the Equality Act require businesses to do? Make all staff aware of the legislation and its policies. What does contractual obligations enforce? This ensures that both parties obey what is stated on a legally binding, signed, contract. What is an example of punctuality in terms of professional behavior? - All employees are expected to arrive at work on time - If employee is unable to work line manager must be informed promptly What is an example of appearance and dress code in terms of professional behavior? - Not displaying tattoos or piercings - Wearing clothing fit for purpose of job What is an example of use of appropriate language in terms of professional behavior? - Not swearing - Not using slang words - Avoiding open complaints about a business What factors must be considered when organizing a meeting? - Whether attendees are internal, external or both - Whether the meeting is urgent - The purpose of the meeting - The location of attendees How can you check personnel availability when organizing a meeting? Syncing electronic diary systems. What factors influence venue/room for a meeting? - Availability - Location - Resources - Refreshments - Shared office space What factors will influence travel arrangements? - Destination - Dates/times - Personnel - Special requirements Which factors influence accommodation arrangements? - Accommodation criteria - Personnel requirements - Cost What may a transaction document contain? - COD (Cash on delivery) - E&OE (Errors and omissions expected) - T&Cs (Terms and conditions) - Payment terms (e.g. Terms 30 days (Trade credit)) Types of business documents - Purchase order - Invoice - Credit note - Statement account What are payment terms When payment should be made by the buyer/customer to the supplier. What can employees use to claim expenses? Travel expense claim form. What are examples of other internal documents? - Petty cash voucher - Stock requisition form - IT requisition form - Reprographics requisition form What is the purpose of a bank statement? This summarizes transactions into and out of a bank account over a period of time. What is a budget variance report? This is the difference between budgeted income and expenditure and the actual income and expenditure figures. What is a delivery note? This is the document that accompanies a shipment of goods. What are a goods received note? This is a document used by the customer for checking items received to ensure that they match the purchase order. What is a pays lip? This is an employee's record of the pay they have received. What is a receipt? This is evidence that goods or services have been purchased and the amount paid for these. What is remittance evidence? This is a notification sent by a customer to a supplier informing them that their invoice has been paid. What is a budget? Planned income and expenditure over a period of time. What is a favorable variance? Where the actual figure is better than the budgeted figures. What is adverse variance? Where the actual figure is worse than the budgeted figures. What is leasing? A method of financing a fixed asset whereby the lessee pays to rent (lease) the asset from the lessor. Advantages to the payer of using a cheque - Can be sent by post. - Large amounts of cash do not need to be handled. Advantages to the payee of using a cheque - It is safer to carry a cheque rather than large amounts of cash. Disadvantages to the payer of using a cheque - Business cheques often need to be signed by two people, which can be time consuming. Disadvantages to the payee of using a cheque - Inconvenient (paid into bank) - Errors on cheque can delay payments. - Cheques need to 'clear'. - Cheques can 'bounce'. Advantages to the payer of using a credit card - Payment can be made even if there are insufficient funds. - Credit card allows fraud protection. - Can be used for online payments. Advantages to the payee of using a credit card - Payments can be made online. Disadvantages to the payer of using a credit card - The payer is charged interest if full amount is not repaid. - Some businesses charge credit card fees. Disadvantages to the payee of using a credit card - Payees must pay a processing fee. Advantages to the payer of using a debit card - Large amounts of cash do not need to be handled. - Can be used for online payments. Advantages to the payee of using a debit card - Can be used for online payments. Disadvantages to the payer of using a debit card - Some businesses charge fees for using a debit card - Fraud transactions can occur with the use of debit cards - Payer must have sufficient funds Disadvantages to the payee of using a debit card - Payees must pay a processing fee. - Appropriate technology must be purchased. Examples of online/digital payment methods. - Debit/Credit card. - PayPal. When would a paying in slip be used? A paying-in slip is used to accompany cash or cheques being paid into a bank account. What is an electronic transfer? The electronic movement of funds between one bank account and another. What is a standing order? An instruction given by an account holder to the bank to pay a specific amount to another account on a regular basis. What is direct debit? An instruction given by an account holder to the bank to allow another account holder to withdraw funds from that account. What does the notice of meeting include? - The date - The time - The location - Purpose of the meeting - Information required for meeting What does the agenda list? In order, items for discussion in a meeting or activities to be undertaken. What does the minutes meeting documentation list? Summary of what was discussed and agreed during a meeting. Examples of conference documentation for delegates. - Brochures - Leaflets - Invitations - Conference instructions - Evaluation forms What do evaluation forms allow delegates to do? They allow delegates to opportunity to provide feedback on the success of the event. Examples of conference documentation for staff - Attendance register. - Information sheets needing to be distributed. Examples of conference documentation for presenters - Copies of presentation (notes). Reasons for prioritizing business tasks. - Workload - Conflicting demands on time. - Importance of meeting deadlines. How many managers have demands on time conflicted? They may have their own deadlines although must help their subordinates. What is a direct report? A subordinate to a member of staff. Importance of meeting internal deadlines To maintain a correct reputation within a company. Importance of meeting external deadlines To ensure the company appears professional and reliable. What is an interim deadline? These are deadlines made for each individual task of a project Factors that influence task prioritization. - Urgency of task. - Importance of task. - Length of time. - Significance of originator. - Interactivity of tasks. - Suitability for delegation. - Proximity of appointments. - Resource constraints. - Time commitments. - Diary clashes. - Complexity of the task. Internal information which influences prioritization of tasks - Business objectives. - Stakeholders resources and budget. External information which influences prioritization of tasks - Changes in the economy - External stakeholders’ requirements, feedback and availability. Example of numerical sources for prioritization Sales figures. Example of graphical sources for prioritization Customer satisfaction survey’s results illustration. Example of tabular sources for prioritization Information displayed on spreadsheets (e.g. costings, financial accounts, project timescales). Example of a high level of priority task - Urgent task (e.g. a product recall). Example of a medium level of priority task - Must be completed but not urgent (e.g. a skills audit). Example of a low level of priority task - Must be completed but other tasks can take priority first (e.g. completing a self-appraisal form for a meeting in two weeks). Reasons why priority of tasks may change - Change in deadlines. - Delegation of tasks. Examples of different forms of business communication - Advertising. - Presentations. - Email. - Agendas. - Packaging. Characteristics which influence the business communication used - Audience. - Purpose. - Content. - Business function. - Available resources. What is an audience? The people or other businesses that communication is aimed towards. Ways characteristics of business communication impact on the use of resources - Quality of paper/card. - Color/black and white. - Hard copy/electronic copy. - Cost of consumables. - Ease/cost of distribution. - Timescales. What are consumables? Resources that will be used and replaced on a regular basis. When is best to use formal communication? - Letters. - Reports. - Notices. What are the standard elements of a written report? - Title. - Introduction. - Body. - Conclusions. - Recommendations. - Appendix and references (if required). How is best to use verbal communication? - To join a group of people, from different locations, together. - To allow messages to be left (voicemail). - To conduct a formal meeting or casual conversation. How is best to use electronic communication? - Informing customers about a special offer. - Provide information quickly and easily. - To provide visual information quickly. - For advertising and promotion. How is best to use marketing document? - Provide customers with contact details - To make an announcement. - Display financial information. - Carry out research data. How is best to use recruitment documentation? - Summarize key tasks of a job role. - To state potential and desirable skills of an applicant. - To summarize the method of application and closing date. Why must the appropriate type of communication be used for different audiences? Any communication must be understood by the intended audience to achieve its objective. What are different examples of tone used in business communications? - Facial expressions. - Body language. - The volume of speech. - The way something is expressed. What is a press release? An announcement that issues information to the media. What elements of design must be considered for business communications? - Logo - Letterhead - Font - Corporate colors. - Images.