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year 12 business services (2014) Flashcards | StudBud
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year 12 business services (2014)
year 12 business services (2014)
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1
What is the main purpose of conducting performance appraisals of workers?
To improve work practices
To provide research data
To recruit the best worker for the job
To reduce worker absenteeism
2
A parcel needs to be delivered interstate by the next day.Which method is most effective?
Messenger service
Express post
Courier service
Hand delivery
3
Which of these is the Government able to do Protection of the Environment Operations Act 1997?
issue prevention notice,force to establish env. policies.
Force a monitor or resource use and staff training
issue fines for pollution, enforce clean-up notice
force use of recycled products, report pollution incidents
4
Which classification system has been used?
Chronological
Numerical
Subject
Geographical
5
A business aims to use renewable resources whenever possible,what are they trying to achieve?
Energy efficiency
Compliance
Sustainability
Accountability
6
A supervisor instructs a worker to prepare an agenda. Which row identifies this communication?
D
C
A
B
7
A warning sign is placed near a water spillage.What workplace procedure is being followed?
Isolating the hazard
Substituting the hazard
Reporting the hazard
Eliminating the hazard
8
Workers lack of training stops them from completing a task, which answer provides a solution?
Re-prioritising
Job rotation
Undertaking an audit
Accessing additional resources
9
A receptionist asks,Can I have him call you back on Monday?What type of questioning is used?
Closed
Clarifying
Open
Reflective
10
In which of the following areas would product knowledge be most beneficial?
Building effective team work
Achieving high productivity
Providing quality customer service
Developing interpersonal skills
11
An organisation monitors their services and standards.What strategy is being applied?
Performance appraisal
Troubleshooting
Quality assurance
Problem solving
12
In which of the following are ALL essential components of effective verbal communication?
Appropriate body language, paraphrasing, clear voice
Courteous tone, audible volume, appropriate body language
Active listening, personal space, courteous tone
Good questioning techniques, active listening, clear voice
13
The workers in a small business have negotiated their terms of employment,these are set out in?
a union agreement
an industrial award.
an enterprise agreement.
a flexibility arrangement.
14
A worker displays integrity and high productivity whilst working.This is an example of?
resourcefulness.
customer service.
team work.
work ethic.
15
Which of the following is a correct method for lifting a heavy item?
Firmly place feet together, bend knees, lift
Bend knees, hold item away from the body, lift
Stand with feet shoulder-width apart, bend knees, lift
Place feet where comfortable, hold item away from body, lift
