...Section 1 For each question in this section, select the most appropriate response. 1. One of your customers has just said to you, "The service here is terrible." You should say: "What is it about the service that you have not liked?" "Would you like to fill out a complaint form? I can get one for you." "I realize our service is poor today. We are understaffed, so I apologize." "I am really sorry to hear you say that, but we are trying as hard as we can." 2. A customer came to your department with an urgent question. You promised her that you would collect information about her question and answer it by noon. It will take you at least 20 minutes to gather the information needed to provide an answer. It is now 11:50 a.m. Your supervisor just scheduled a 30-minute meeting to start at noon. This meeting is for all employees in your department. You decide to: Find the customer after the meeting and apologize. Ask your supervisor if you can be late for the meeting. Arrange to have the customer call you back at a better time. Contact the customer right away and hope that she can be found. 3. Terry, who has been an employee in your department for about six months, can be careless about safety. He hasn't been involved in any serious accidents, but he's had many near misses. Your supervisor asked you to introduce a new employee, Susan, to the department and to help with her training. Terry overheard and offered to show Susan the safety procedures. Your supervisor thought...
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...gradually attached to me. I’m great at doing both. I fell in love with music. But I figured since I’m proficient in working with technology that I should go to school for it. From me fixing family members computers & phones to fixing state school computers. I can find a decent job & get paid for doing something that comes naturally. My goal is to one day make it somewhere big as a musician. But my main goal right now is to stay focused on my school work & graduate. My multiple intelligences test says that I’m music & word smart. I’m sensitive to sounds & rhythm. I remember terms easily. I can explain, teach, and learn things by using humor. I’m good at spelling words & storytelling. I also can sense different tonal qualities. My Jungian 16 type personality is ENTP. Which pretty much means that I like doing new things, I’m adaptable to different situations, entrepreneurial & very independent. I like working alone. I enjoy working alone which forces to me focus & get done the work done. Group work for me doesn’t typically go well because I have my own ideas & like to do things my way. Despite me not liking group projects I always do best in what I’m assigned to do. I respect people’s ideas & suggestions. I pull weigh & make sure things get...
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...WORKSHEET 3 WORK AND POWER Key Concepts: WORK (W) – is the PRODUCT of the net FORCE (F) applied and the DISTANCE (d) it travels in the direction of Force. In equation WORK = force x distance , (W = Fd) POWER (P) – is the RATE (t) of the doing WORK (W). The FASTER the WORK is done, the GREATER the POWER. In equation: Power (P) = WORK (W) / time (t) * Amount of power does not show the amount of work done. It just gives the time that work requires. WATTS - unit for power. 1 watt – 1 J/s. Key Concepts: WORK (W) – is the PRODUCT of the net FORCE (F) applied and the DISTANCE (d) it travels in the direction of Force. In equation WORK = force x distance , (W = Fd) POWER (P) – is the RATE (t) of the doing WORK (W). The FASTER the WORK is done, the GREATER the POWER. In equation: Power (P) = WORK (W) / time (t) * Amount of power does not show the amount of work done. It just gives the time that work requires. WATTS - unit for power. 1 watt – 1 J/s. 1. Power is defined as the _______ is done. a. amount of work which c. direction at which work b. angle at which work d. the rate at which work 2. Which of the following statements is NOT correct a) energy is the capacity to do work c) Work can be express as Force x Distance b) the unit of power is the joule d) power is the amount of work done in a unit of time 3. Xena can carry a 10 kg load up to a 3 meters stair in 30 seconds while...
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...Essays and the Work Environment Craig Woods University of Phoenix Business Literature ENG/120 Paul Renaud October 13, 2013 Essays and the Work Environment Frustration was the perspective that I found in the “Jobbed” and “McDonald’s – We Do it all for you” essays. Each essay had at least one character that dealt with some degree of frustration. It was enough to affect their decision making. Andrew Griffin from the “Jobbed” essay was accused of stealing ball bearings. He quotes “Worked nine years for the man and he still don’t trust me.” Andrew packed his tools and left. Trust was his frustration. He could have stolen half the warehouse out the backdoor. He never went beyond his 30 minute lunch break. Jason Pratt and June Sanders is frustrated with the treatment they received working for McDonald’s. Jason is a retired griddle man. June worked on the fries. Jason’s frustration came from having no creativity on the job. He is treated as a machine. The beeps and bells from the griddle told him what to do. He is known as a legend with the other outlets in the area. Jason is the fastest griddle man around. On his last day, Jason took out the trash. Instead of coming back, he got into a car with his friends and drove off. He never came back. “I WOULD NEVER GO BACK TO McDONALD’S,” said Jason. June’s frustration is her schedule and unpaid training. June is a college student staying with family. She worked one day at McDonald’s. Her schedule was from 4p.m. to 10p.m.She was pleased...
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...technology. While technology makes communication easier and provides more data than we know what to do with; it does come with its challenges. As a result of technology I am able to work from home a few days out of the week because of remote access. Remote access allows me to use my personal computer and connect into my workstation in the office as if I were seating right there in the office. My office phone is tied into my home phone and my e-mails as well in the event I miss a very important call and not able to get to the phone either because I am on another call on a conference meeting a voice message is delivered directly into my e-mail inbox. That was all unimaginable to me a decade ago. With all the advancements in technology you can work from anywhere in the world. Technology allows for us to be more productive. For example in my department absenteeism is not an issue. Employees with small children who are sick, as they often do can take the time needed to care for their kids and work after hours at home to make up for the time spent caring for their family. For the most part management sees this as a plus. Lower absenteeism cost affiliated with sickness and emergencies. Uncertainty does not hinder how I plan for the future. I understand that there is a shift in the work we did 10 years ago and the work we do now. For example technology have made it possible for us to have a smart grid and with that came the installation of new smart meters that whipped away the job of an Electric...
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...the members. In classes, this is the period of "testing-out" the teacher. Disagreements appear or are manufactured and roles are eventually allocated. The initial leaders may not survive this period: it is the most uncomfortable phase of the group's life—a sort of group adolescence. Norming: having sorted out its internal structure, there is then the issue of what the group stands for. What kind of behavior and contribution is acceptable and what isn't? Members explore behind the power processes of storming and begin to form some idea of the group's identity: the "group in the mind". This is rarely done explicitly, of course, and it can readily slip back into Storming, Performing: after all that, the group can begin to get some work done, on the basis of a relatively stable structure. Adjourning: This is about completion and disengagement, both from the tasks and the group members. Individuals will be proud of having achieved much and glad to have been part of such an enjoyable group. They need to recognize what they've done, and consciously move on. Some describe stage 5 as "Deforming and Mourning", recognizing the sense of loss felt by group...
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...Nature of Work For most of us, work is a necessity. We need to earn money to provide shelter and sustenance (and allow our next HBO box set of course). Money makes the world go 'round, and without it we are stymied. No money means no choice. No choice means no fun. And no fun means a very dull life indeed. The work "trap" isn't only about money. Our ambitions, our goals, our own sense of identity are also shackled by the chains of work. On average, we only have 27,350 days on this planet. And 10,575 of those are working days. If those days are spent doing something you don't love with people you don't like and/or in an environment that depresses you, it's a terrible waste of life and how can you become the hero of your own life when you're renting yourself out for at least 10 hours a day? Work is like a drug to us. It feeds us little hits of success, friendship, growth, power, recognition -- all of which feel amazing. Before we know it we want a bit more. We might all be different in our susceptibility to work's seductions, but none of us is immune. It's not all bad news, though. Work is also good for us. It satisfies many of our basic needs by giving us meaning and purpose. It helps us to live the lives that we choose. It helps us grow and connect with others. However, as with a drug addiction, our consumption of work can easily turn to addiction. The Gallup-Healthways Well-Being Index shows that Americans feel worse about their jobs and their work environment...
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...Q1: The attitudes that Sheehy reports appear to be in work environments I have experienced According to Strang (2002) America’s economic future faces the newest yet the most dangerous challenge of new generation of employees. This fact is further supported by the Sheehy’s report that is an accurate description of the new generation of employees. Employees in the current world do not regard hard work as a means to an end. This new generation of employees wants the easy way out or a short cut to wealth creation. To them, wealth can be acquired without sweat or hard work and they have many examples of people who have acquired vast amounts of wealth without pain. Unfortunately, these people that they look up to have acquired their wealth illegally without any convictions. Young employees do not care whether the business grows or not, to them they are working just for the convenience before they move on to well paying jobs. In the work environments that I have experienced, the Sheehy report gives an accurate picture of what is on the ground. Young employees consider themselves as the bosses to the customer. They believe that the customers depend on their services instead of the opposite. Most of my former colleagues believed that the companies we worked at depended on us entirely, and that our absence would lead to the collapse of the company. The management was viewed as a burden, and the people who had occupied those positions, got there due to family connections, friendships...
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...There is a saying that many hands make light work. The essence of this statement is that more can be achieved as a collective than individually. There are numerous benefits of teamwork. Here are my top 6. 1. Creativity We all have different skills, knowledge and personal attributes. By utilising all of these different aspects in a team, more ideas can be generated. As more ideas are generated, more creative solutions are generated, leading to better results. 2. Satisfaction Lack of job satisfaction is often one of the key things highlighted in surveys of employees. Individuals working together as a team to achieve a common goal are continually developing. As they interact more energy and enthusiasm is created. When this energy is utilised, it produces results which positively impacts on motivation and leads to even more success. 3. Skills Even the best qualified individual cannot have all of the skills to do everything. Some people excel at coming up with the ideas. Others love the detail while there are those that focus on the big picture. There are others who can be counted on when it comes to implementing and follow through of a plan. The key point is that when a team works together, it has a huge range of skills available that it can utilise to deliver extraordinary results. 4. Speed Imagine that you have a project that needs research, pulling together a proposition, financing it, implementing it and delivering specific benefits. If one person was...
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...everything was placed. In an unorganized environment I found my productivity to be very low because I spent most of my time finding the right document instead of working on it. It is very important that I know my career can grow with the company. If I work at places that limit my ability to grow, it lowers my motivation. On the other hand, if the work environment allows me to expand with the company, I would spend more time and try harder to work my best. The last and most important is management of the work environment. Working in a company with poor management would be a disaster. I have had a manager that changed his mind all the time. One day he set up all the rules, and the other day he broke all of them. It is very hard to work with a manager that doesn’t commit to his/her management. Poor management can lead to a lot of issues in work environment. I have never worked at a place that has all of the characteristics above. It would be my ideal work environment if the company is well organized, has the ability to expand my career, and has good management. My current job as an intern in a CPA office gives me the ability to expand my career and has good management. However, due to the heavy work load the work place is not as organized as my ideal environment...
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...Virtual Work Definition: Virtual Work is “work performed away from the traditional physical workplace by using information technology” (McShane & Von Glinow, 2013, p. 21) Summary: The article entitled “The Third Wave of Virtual Work” written by Tammy Johns and Lynda Gratton discusses how virtual work has evolved in three different waves over the past thirty years. The first wave of virtual work started in the mid 1980’s and created a demand for freelancers/independent contractors with limited skills sets. As technology continued to advance in early 2000, the second wave allowed full-time employees to work anytime from anywhere. Although there have been significant cost savings for companies that allow their employees to telecommute, important elements of physical interaction were taken for granted. Heidi McCullough saw a need to fill the physical interaction gap and created “The Urban Hub”. The Urban Hub is a virtual work space were telecommuters of different companies and backgrounds get together to do their own virtual work and also interact and inspire each other. Several companies have taken the “The Urban Hub” approach to doing business and are experiencing significant growth. Discussion: The text and article both mentioned the growth companies have experienced by having a virtual workforce. One area of growth was due to improved productivity. Virtual work has increased productivity for many companies because the amount of time an employee would...
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...Stress at Work Have you ever had a job or position that left you feeling pressure, anxiety, discontent, or completely disconnected? You are not alone; nearly everyone who is employed has experienced those feelings at one time or another in their life. The world, in which we live, is fast paced and ever changing. Companies have grown increasingly demanding and as a result the workload has increased while the workforce has not. As less people are used in the work force the workload is ever increasing. The stress at work can eventually spill over into all aspects of that person’s life thus causing more damage and further issues. The key is to recognize the stress and the impact it has and use the best way to manage stress while still being able to adapt to a changing working environment. Recognizing the Stress In order to solve any issue, we must first acknowledge the problem and then understand what is causing us to have that problem. Stress can creep up on anyone; it can remain un-detected for quite some time. Our body is a wonderfully constructed marvel of engineering brilliance. More often than not, when something goes wrong, there are warning signs exhibited. While it is very common to have busy days at work, there is a difference between being busy and being stressed. The various signs of stress may include frequent headaches, stomachaches, elevated blood pressure, lack of sleep, depression, and many other symptoms. There are a multitude of things that can contribute...
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...Describe a setting in which you have collaborated or interacted with people whose experiences and/or beliefs differ from yours. Address your initial feelings, and how those feelings were or were not changed by this experience. The top 25 students in Texas that were not just invited here, but selected for their involvement with horses. Are to be gathered in this resort in Gainesville to become advocates for the equine industry. I couldn't help but be a bit nervous when I entered the meeting room. Luckily, they were just as ruffled as I was. A man dressed in professional attire asked us to be seated ironically in a horseshoe formation of tables and chairs. We gave him our full on attention. He then interrupted the silence by booming the statement, " you are not important." Tense and speechless we stared at each other with blank expressions. Suddenly his PowerPoint slide moved to the next slide, "why do we need horses," he finally was open for our thoughts. Answers ranged from outrageous Armageddon and overly attached reasons to therapeutic benefits. With my answer of how horses are of cultural and financial importance that they to my family. The different perspectives made me realize, I am surrounded by people that have strong passions for horses. When it came time for us to converse with each other. Conversations included barrel racing times, equitation riding, and then there was me, who have worked with my dad at feed yards checking and shipping cattle. Most of them were unknowledgeable...
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...adults work, outlining working strategies and types of abuse procedures used in health and social care to reduce the risk of abuse. Also I will be describing legislation and regulations, working strategies and procedures used in health and social care to reduce the risk of two types of abuse. Relevant legislation and regulations There is a law that has been passed by authority such as, parliament. The people that have to benefit from this legislation and policies are vulnerable individual. The European convention and human rights and fundamental freedom 1950 and the human rights act 1998 spelt out the basic rights of all humans and regardless of their condition or situation. The anti-discrimination act- equal pay act, sex discrimination and the age discrimination act, all of this play apart in the abuse that occurs as a result of discrimination. Legislation Safe guarding vulnerable groups act 2006 Protection of vulnerable groups act 2007 Main points ● Set for people who Application ● This also applies to work with children and employed people and vulnerable individuals volunteers to be registered ● ● There are separate but liked barred lists for safeguarding authority those working with to be able for deciding Protecting vulnerable groups (PVG) act 2010 The independent children and adults who should be barred ● Checks must take from working with people that are ● individual can work vulnerable...
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...Temporary employees may work full-time or part-time, for one week or several, depending on whether or not the organisation requires their labour. Temporary working contributes to the labour problem of low productivity and low performance, this essay will considered this employment form from a number of perspectives and discover solutions to this problem. The articles will be critically evaluated weighing up opinions and arguments made by each author. Firstly a brief introduction of the profiling of the temporary workers, followed by reasons for employing temporary staff, and the benefits and drawbacks to both the employer and employee. Following the evaluation will be an analysis of each management perspective and solutions for the temporary working labour problem. Profiling Temporary Workers Kirk and Belovics (2008) suggest that a large number of individuals comply with the key characteristics of temporary workers. The most common profile of temporary employees is those individuals who are looking for flexible working arrangements or low-skilled work; women, students and immigrants. Conley (2002) agrees with Kirks and Belovics (2008) profiling of temporary workers, as studies have revealed that higher numbers of temporary contracts are held by these individuals. However, in Burgess and Connell (2006) article, Hipple and Stewart (1996) argue that the nature of temporary work has changed and is continuing to change over time. They disagree that temporary work is for those individuals...
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