HND人力资源管理outcome2

1. Introduction:Faboil Ltd has evolved into a relatively successful organization within the biotechnology field. And now this company has some problems. Richard has failed to understand his role as Manager when delegating work to his team. He decided to off-load several tasks to his three project team leader. The Carole was a committed and conscientious work. She makes the stress in the work and relationship with the colleague. The following will give some information to help them solve the problem.2. Findings2.1 Richard’s managerial rolesHenir Fayol defined management as consisting of five main activities: planning, organizing, commanding, coordinating and controlling. Planning——planning includes defining goals, establishing strategy, and developing plans to coordinate activities.Organizing——organizing includes determining what tasks are to be done, who is to do them, how the tasks are to be grouped, who reports to whom, and where decision are to be made.Commanding——commanding is telling people what should be done. Coordinating——coordinating involves determining the timing and sequencing of activities so that they mesh properly, allocating the appropriate proportions of resources, times and priority, and adapting means to ends. Controlling——controlling is the process of monitoring performance, comparing it with goals, and correcting and significant deviations.In this case, Richard didn‘t act well in planning, when he decision to off-load several tasks to his th ree project team leaders, he hadn‘t take inquire and task, he take the work to Carole directly. He did not act well in organizing. He didn‘t allocate the work appropriately because he gave Carole the major portion of workload which Carole could not cope. He also did not act well in commandin g, he didn‘t tell clearly to Carole what she should to do, which is mislead Carole and makes her become disillusioned and angry with Richard and Joanne. Richard did not act well in coordinating. He has not kept friendly relationship with other department and when there drove a wedge between Carole and Joanne, he didn‘t solve the problem. He also didn‘t act well incontrolling, although he went off on long-term sick, he need know what happened in company. but he didn‘t do anything.2.2 Assertiveness skillThe Assertiveness skill is a behavioral skill which may develop in an individual due to high self-esteem and relationships at an early age, it‘s a key business behaviour required in developing leaders‘ effectiveness. Assertiveness is a foundational life skill that we all need to develop and begin to implement in our lives. It is different with the aggression and passivity. Assertiveness is a communication style and strategy it‘s distinguished from aggression and passivity.To do assertiveness must know what are ‗bill of rights‘. It has the following are examples of what might be on a ‗bill of rights‘:1. I have the right to express my views and ideas.2. I have the right to ask for what I need.3. I have the right to say ‗No‘ to unreasonable requests.4. I have the right to make mistakes sometimes (after all I have to learn).The Assertiveness techniques include Basic or Empathetic Assertion, Broken Record, Use of Silence, Saying No, Fogging and Disarming Anger.In the case, Carole had made some mistakes. Firstly, need standing up for one's rights no matter what the circumstance. That Carole does insufficient, she was obviously doing want to work overtime and she also do not over so many things. But she did not speak out. So she didn't safeguard her rights. Tha t‘s not enough assertiveness. I think she should have talk with Richard early like Joanne and Ian, told he what things she can do and what she can‘t. Secondly, correcting the situation when one's rights are being violated. This point Carole does not better. Carole unanalyzed what she can do and what she can‘t, she didn‘t really want to admit that she was unable to cope. But when she takes over the work, she was experiencing several problems which she could not have foreseen. At this time, she‘s colleagues a dvised her to talk with Richard, but Carole also not talk to Richard. It makes the problem worse. I think she should study to say no. When Richard allocated work to her, she should tell him her specialized subject and it is useful for leader to allocate works to her.Thirdly, it is need finding a "win-win" solution in handling problems between two individuals. If has the trouble like she appeared that Joanne is specialism was network analysis do not decided to confront Joanne to ask her to take over the net work analysis. She‘s this methods is not well. She should not be angry to find Joanne ask her to take over the work. If she wants Joanne help she does the network analysis work need consultation with Joanne or change the work with Joanne.Finally, good ti me management told us first do important tasks. Carole‘s time management has the problem. Carole put the most difficult and time-consuming tasks things in lastly, it led a lot of stress to her. I think she need take some arrange, she can put important things first.2.3 The conflictConflict is a process which begins when one party perceives that another party has negatively affected, or is about to negatively affect, something the first party cares about. Conflict occurs when two opposing parties have interests or goals that appear to be incompatible. Some factors cause conflict: 1) Competition 2) Differences in objectives: individuals and organization, individual and individual, departments within the organization, formal and informal organizations. 3) Differences in values, attitudes, and perceptions. 4) Disagreements about role requirements. 5) Disagreements about work activities. 6) Disagreements about individual approaches. 7) People exhibit diverse styles and approaches in dealing with others and with situations. 8) Breakdowns in communication. About the influence of the conflict, not all of the conflict is also bad it has the positive effect of conflict and negative conflict.Positive Effects of Conflict: make our change; find the shortcoming and problems about ourselves; Increase effort; understanding others; make decision more correct; Possible Negative Effects of Conflict: decreased communication; badly relationship; decreased cooperation; negative feelings.There are five methods to resolve the conflict. It includes avoidance, accommodation, competition, compromise and collaboration.Avoidance--unassertive and uncooperative, not taking sides, ignore the conflict. Sometimes avoidance is the best solution.Accommodation--unassertive but cooperative, accepting another viewpoint you would prefer not toCompetition--assertive and uncooperative, working for your own point of view at the expense of othersCompromise--moderately assertive and cooperative, finding acceptable solution for both partiesCollaboration--assertive and cooperative, finding solutions to fully satisfy both partiesIn this case, Carole asks Joanne to take over the network analysis, but Joanne refused to take on this additional workload. Some bitter words were exchanged which drove a wedge between them. It led the conflict between Carole and Joanne. I think Carole need do the following things to avoided conflict with Joanne. At first, Carole needs comminute with Joanne with a well attitude, ask her help the network analysis. Then, Carole do not take emotion, because Joanne‘s specialism was network analysis, and this work was one of the most difficult and time-consuming tasks that she had taken over from Richard, in the belief that only Joanne was able to undertaken these tasks. If Carole wants to the resolve the problem, she needn‘t bring the emotion, she need try to talking with Joanne, obtain the Joanne‘s help. That may not make the conflict with Joanne. At last, Carole also can cooperate with Joanne to solve the problem. That can not influence Joanne on time get off work. If the Carole can done these points she wouldn‘t conflict with Joanne.2.4 About the time managementThe time management is means arrange your time reasonable, make you work have done in the time, the time management is not finished all of the things, but it is successful relate time. There are some benefits from the time management: 1) Reduce your stress. 2) Increasing satisfaction and results from your studies and/or your job. 3) Making you more productive as anindividuall. 4) Giving you a more rewarding and satisfying balance to your life.Following is the time management techniques include:Priority Setting—Urgent activities demand immediate attention, and are usually associated with the achievement of someone else‘s goals, or with an uncomfortable problem or situation that needs to be resolved. Important activities have an outcome that leads to the achievement of your goals.Your Peak Time—we may try to spend time on important tasks in the afternoon period and may not then do our best thinking; we may find it hard to concentrate or to come up with ideas. It is important, as far as possible, to work on your most important tasks at your peak time if you want to be able to do them well and relatively quickly.Five Minute Rule—this simple technique is particularly useful when you feel you have a large number of things to do. Rather than write all the things you need to do on a to-do list, set aside a time when you will not allow interruptions.Planning and Scheduling Time—for important items it is worth scheduling when you will work in them. You may also schedule times when you can batch routine or similar activities together so that you ate not distracted by them. It is useful to schedule meetings to times when there is less likelihood of interruptions. By letting others know your schedule, unnecessary interruptions might be avoided.Learn to say NO—Do not say yes when you don't have the time, motivation, interest or skills to do the task, Say ―no‖ to task s that have little impact on your targets, Prevent stress, avoid overworking.In this case study, Carole‘s time management not does well. Carole should Priority setting. Carole has to work late each evening to clear the paperwork. Like the staff documents with queries written on her desk. This things belong the bitty things can do it last. Carole should make a form to distinguish the important and unimportant jobs.Carole can learn say no, Richard believed that only Carole had the necessary commitment and expertise to be able to cope well with the increased workload. Carole unable to cope the work, but she didn‘t really want to admit that shewas unable to cope. Carole not refuses the work that lead to she everyday having to work late each evening.Carole also need learn planning and scheduling time. Carole wants to do the work effective, she can to do lists. Everyday make a new plan, do the important things first. Carole always wastes time in the bitty things. To do list can help her to know what things need do priority. That can make her work more efficiency.2.5 How to deal with the stressStress arises when individuals perceive that they cannot cope with the demands being made on them or with threats to their well-being. Behavioural signs of stress include aggression, withdrawal, lack of communication, moody, nervous shake and restlessness. Physical signs of stress include problem with sleep, loss of appetite, aches and pains, nausea, sweating, dry mouth. Emotional signs of stress include weepy, depression, lack of interest, negative self talk, loss of concentration and fuzzy perception. In case, Carole could not work effectively with Joanne and Ian. She was dejected and also experiencing recurrent headaches. They are the signs of stress.There are a variety of mechanisms that can be used to manage stress: Avoidance of stressors– we can try to identify what particular stressors we are affected by and seek to remove or avoid them.Adaptive behaviours–we can learn techniques such as time management and assertiveness.Adaptive physical response– we can improve the diet, take more exercise and try to relax.Adaptive thinking and emotional response– we can change how we view a situation by positive thinking and changing our ―self talk‖.Carole can deal with her own stress through the following ways:First, she need have a good rest. Because she is always work late each evening and not sleep well. So, she need get enough sleep.Second, she can learn how to say ―no‖. Richard believes that only Carole had the necessary commitment and expertise to be able to cope well with the increased workload. Carole knows she may no ability to finish this all of thework but she not refused the Richard. She stress caused by the too much work. If she learn say no that can not happened she experiencing recurrent headaches also can not faced more stress.Third, Carole makes some problem because she not uses the good methods communities with Joanne. So, she makes the stress with the relationship with Joanne. She needs learning better communication skills improve her relationships with management and coworkers.Last, other best way to reduce the stress is avoidance of stressors. She can talk with Richard and let him know she do not experiencing so much work. That she cannot face so many works result in she has the stress. After work she should find practical ways to relax, such as meeting with friends and cultivating personal interests.When dealing with stress in others, we should recognize signs of stress in others, identifying causes of stress in others and find appropriate ways to deal with the stess.Joanne had been off work and was suffering from a migraine and stomach bug due to the conflict. Carole and Joanne should deal with the conflict with each other. Calore didn‘t ha ve the authority to take over the network analysis to Joanne. She should negotiate with Richard and ask Richard to allocate to Joanne, because Richard is the leader and has the power to allocate work to subordinates.。

1．Can Samir spend only 150 pounds to buy the golf set?首先Samir本没有与Fairways公司就购买Matsumoto golf成立合同，假使他想要购买那套高尔夫球具，那么他必须支付1500英镑，这是因为橱窗展示的仅仅是一个要约要请，而不是要约。

一下选一个案例来区分一下要约要请与要约的不同Carlill v Carbolic Smokeball co【1893】Harvey v Facey 【1893】Fisher v Bell 【1961】Pharmaceutical Society of Great Britain v Boots Cash Chemists 【1953】2．What are the chances of Susan being successful if she goes ahead and sues Samir for the cost of her new designer outfit, the cost of her taxi fare and the disappointment caused?Susan 假使决定要起诉Samir并要求赔偿他的服装费用，乘出租车的费用以及精神损失费的话，那么Susan 将不可能获得胜诉，这是因为Susan和Samir 的晚餐约定属于一个社会交往关系（social agreement）而不是合同关系合同关系事当双方要约与承诺结合的时候，便成立了一种对双方有效的并有约束力的关系，更因为Susan与Samir 的约定不属于合同关系，自然地，Susan 就不能从Samir 那边得到法律救济（legal remedy）类似Susan 与Samir 的约定的关系有Agreements binding in honor only （授予荣誉称号的约定）Domestic agreements （家庭协议）Gambling or wagering agreements （打赌或赌博的合同）Social agreements （社会交往的承诺）从以下案例中选一个来说明以上这些关系Jones v Vernon’s pools [1938]Robertson v Balfour 【1938】3．Is Dougie Campbell entitled to cancel its offer the build a conservatory and patio for Samir? Dougie Campbell 可以向Samir 取消这个要约，这是因为一个合同的成立必须是承诺人将承诺的通知有效的通知到要约人的手里才能成立，特别是当使用了instantaneous methods（瞬间）的方式通知对方的时候，例如使用了传真，电报，email 或者电话等方式发出承诺时，必须确认对方已收到了你的信息才能成立，本案中，Samir并没有将承诺的通知有效通知到Dougie Campbell，导致了要约人没有收到要约，双方因此并不成立的合同。

“Escape to Wild”是一家成功的公司，专门通过邮购和小型的零售专营店来销售户外休闲服饰。

它作为一家私营公司小规模的经营了超过15年的，一直到六年前，一位经理被聘请来扩展公司业务.首先，公司增加了邮购目录上的商品数,并且用了更大的仓库来存放和配送货物。

四年前,“Escape to Wild”开了第一家自己的零售专营店，到现在，已经有了10家零售专营店,并有计划再多开五间店。

两年前，公司建立了自己的网站,实现了网上购物，这部分的业务发展迅速,还带了了很多海外的订单。

这位新经理上任以来，公司员工已由原来的20人发展到300人,业务也变得更大更复杂,持续需要加强员工来源已经成为这家户外服饰专营公司最强烈的需求,需要更多的员工是这家公司的当务之急。

“Escape to Wild”公司没有明确的人力资源部门。

部门经理们根据自己部门的职责招聘新人，负责确定他们的薪酬水平。

薪酬管理业务已经外包，员工培训一般是临时组织的，财务主管负责处理员工的合同和特殊情况，例如产假和加薪。

在这个快速发展的时期，公司已经开始将更多的精力投入到服务正在增加的客户群中。

到目前为止，公司中员工的关系比较良好,但是，公司的现状表明是时候建立规定和程序从而能用更系统的方法去解决人力资源的问题。

在最近的公司管理层会议上,部门经理们不断的抱怨说他们花了太多的时间在处理一些日常的行政问题上，而这些问题明明都可以由人力资源部门来解决，如果公司能有一个这样的部门。

不断增加的员工数量使得财务部门花大量的时间来处理与人事相关的问题。

同时，部门经理们也会因为工作描述，招聘和甄选的实际操作，以及员工的薪酬待遇等问题产生矛盾。

一个管理层的人员最近参加了一个关于员工法案的研讨会，法律的复杂性带来的实际问题是公司更加需要一个专门的部门来公平的处理员工的问题。

同样，员工们也开始抱怨一些条款和条件中的矛盾,有一些人离职了，因为他们对自己遭受到的人力资源问题觉得不满意。

1A.Identify and explain one content and one process theory of motivation. Motivation theory is to point to by specific methods and management system, to maximize employ-ee's commitment to the organization and the work of the process。

motivation theory including the content and process.Content motivation theory including Maslow’s hierarchy of needs, Herzberg’s two-factor theory,ERG theory,and X-Y theory. Process motivation theory including Adams’equity theory, Vroom’s expectancy theory and Goal-setting theory.Content theoryThe content theory that I described is McGregor's Theories,it contains Theory X and Theory Y. The Theory X assumes that people dislike work and responsibility,and Theory Y assumes that physical and mental effort in work is as natural as play or rest.t heory X means the some employees dislike their work and avoid to take responsibility if possible,at the same time,because they have no passion for the their work,so their leaders will treat them by some ways such as coerced,directed,controlled,threatened with punishment to help them finish the organi-zation's goals. When something happened,they regard the security as more important rather than eve-rything else.Theory Y described the efforts about physical and mental of work are equal with resting and play-ing,employees have ambitions,they can achieve work objectives by their own directed and control rather than manager's force. In addition,they can use their imagination,creativity and wisdom to solve the problems,which play an important in group cooperating. They are willing to accept even seek out responsibility rather than avoid it.Process theoryThe content theory that I described is Goal-Setting Theory. Goal Setting Theory in 1960 by the gen-eration of rock (Edwin Locke), proposed the Goal of the Theory is that challenging is the source of motivation, so specific goals will improve performance; Difficult goals are accepted, could achieve a better performance than the easy target.American psychologist John Locke (E.A.L ocke) in 1967, the first puts forward the Theory of "Goal Setting" (Goal Setting and found), he thinks the Goal itself has incentive, target can change the people's needs for motivation, make people's behavior towards a certain direction, their behavior and the result was, as compared with the established target to adjust and amend in time, to achieve their goals.Goal setting theory is put forward, the goal is one attempt to complete the purpose of the action. Goal is the direct cause of behavior motivation, set the appropriate target can make the person produces want to achieve the goal of the achievement need, and thus has a strong incentive to people. Value and as far as possible, set up the appropriate target motivation is to stimulate the important process.Goal setting theory predicts when targets is difficult to increase a person's work performance will be improved, until you reach the peak performance, and the lack of a sense of identity to difficult target individuals and corporate performance to reduce or very poor.1B.How could each of these theories be applied to situations within Shan-gri_la Hotels?theory XIn this case,Craig is this theory's performer,because when his stuff offered suggestions on how to deal with problems,Craig always rejected them and said: This is my kitchen,we run it my way. Which represent he want to control his employees.Theory YIn this case,Antonio behaviours are obvious. First,Antonio's group can provide the perfect standard quality services,as well as high tacit understanding,both of them are benefit to satisfied the business customers' needs and improve the service efficiency. And then,when Alisa was out of restaurant,An-tonio always helped her to manage the restaurant well. Considering personal ability,Antonio acquired a wealth of knowledge in the restaurant industry. All of them reflecting his self control and self di-rected,as wall as his wisdom, the contributions of team cooperation.Goal-Setting TheoryCraig also aimed to ensure that all customers would be attended to within five minutes of being seated, Craig have much pressure from restaurant. The aim of Craig is every hard,but Craig still insist his aim to manage restaurant.2.Highlight methods which management could use to improve job perfor-mance and explain the suitability of each.There are three approaches to improve job performance:job enrichment, Financial incentives and consultation.The first method that I described is job enrichment. It means the manager should use different ways to enrich work,as well as improve the quality of work. In this case, Antonio's group have a regular meeting every week. During the meetings,they make research together about how to improve the business customers restaurant experience. Antonio always invited his group members to give advices. So with the perfect group cooperation,so he always receive customers feedback and praise. Which are beneficial to promote the company's development as well as encourage the employees have more passion for their work.The second method that I describes is financial incentives.It means the manager should pay more money for staff to encourage staff.In case,Ailsa had close links with the local college who ran hospi-tality courses, and would often take on learners who were studying there as part-time staff. On com-pleting their studies, many of these learners opted to take up full-time employment with the hotel, at which time Ailsa would increase their salary.The last way to improve job performance is consultation. It means the manager should communicate with employees regularly,such as deliberate and negotiate. In this case, Craig always reject with his employees to talk about customers problems,he also proclaim"this is my kitchen,we run it my way." So his employees will feel jealous and get no sense of belonging. Different people have different views,but all of them can not be allowed to express. So between the stuff will not cooperate from each other,they will finished their work passively. Which will reduce the work efficiency.3A.Explain the importance of teamwork within Shangri-La hotels.In this world, all one's strength is small, only into the team, only struggle together with the team, you just realize personal value maximization, will you be able to achieve excellenceBelbin Team RolesTake advantage of the behavior of the individual to create a harmonious team, can greatly improve the team and individual performance. There is no perfect individual, but a perfect team. Craig is trust Saskia because they work together in London for many years. Whenever Craig leaves the hotel, he appointed Saskia to the kitchen and all the attendant distribution work. Craig also insisted that only Saskia and he didn't have the right to sign for delivery of meat and vegetables. This situation reflects in a team, each role play a very important role. Belbin Team Roles including Company worker, coor-dinator, shaper, planter, resource investigator, monitor evaluator,team worker, implementer and fin-isher.3B.Identify and analyse three factors that are affecting team cohesiveness and performance in the kitchen and impact each factor is having on the team. Three factors to influence team cohesion and team performanceThe first factor is lack of consultation. In this case,the kitchen staff salary is high, but the atmosphere of the kitchen is often very nervous. Everyone feel pressure have great influence on team cooperation, This atmosphere unable to improve the work efficiency.The second factor is poor communication. In this case,Craig rejected to receive other employees' suggestion,at the same time,both of Ailsa and Craig have their own opinions about materials receptionproblems,but they have been not reach the agreement. Which effected the emotion cohesiveness. The last factor that I described is lack of clarity of roles. In this case, Ailsa always think she is the restaurant manager and complained why Craig always signed the row materials. Her thoughts re-flected she does not have clarity of roles. Which are bad for task cohesiveness forming.。

Managing People and OrganizationF84T 34Outcome 2Content1.0 Introduction ——12.0 Motivation theories and their application ——1 2.1 Maslow’s hierarchy of needs model ——1 2.2 Goal theory ——2 2.3 The application of the theories. ——33.0 Two methods to improve job performance and their Suitability ——3 3.1 Quality working life ——4 3.2 Reward ——54.0 The importance of teamwork and team cohesiveness and factors affecting it——5 4.1 the importance of teamwork as a means of improving organizational effectiveness. ——6 4.2 Team cohesiveness and factors affecting it ——61.0 IntroductionThis outcome covers the factors that influence the motivation of both individuals and the groups to perform effectively.In management,we can apply motivation theories to analyze Shangri-La Hotel’s management methods.And we will give information about the methods of stimulating employee and improving their work performance.2.0 Motivation theories and their applicationThe motivation theories are the important basis on which we improve the employee’s work performance.The motivation are divided into content theories and process theories.Content theories explain those specific motivating people at work and put emphasis on the nature of needs and what motives,the relationship between needs,intrinsic rewards and extrinsic rewards.Major content theories of motivationinclude:Maslow’s hierarchy of needs model, Herzberg’s two-factor theory, McGregor’s Theory.Process theories identify the relationships among the dynamic variables of motivation and actions influencing behaviour.They provide a further understanding of motivation from a different approach based on the facts that people are influenced by the expected results of their actions.The main process theoriesincluding:Expectancy-based models, Equity theory, Goal theory.The next i will analyze the application of Maslow’s hierarchy of needs model and Goal theory in Shangri-La Hotel.2.1 Maslow’s hierarchy of needs modelIn the mid 1950s,Maslow looked at human behaviour and how it influences the organization.His hierarchy of human needs identifies that individuals pursue a number of needs in a predictable sequence, the emphasis of which moves from basic to higher needs as satisfaction at a lower level occurs.People have basic needs, for example food and shelter.In an organizational environment,needs also included extrinsic needs :ego needs,social needs,security needs,self-fulfilment needs.There are benefits and values provided by othersSuch as promotion,prise and recognition.So the range of strategies that can be used to improve job performance for Maslow’s hierarchy of needs model:Reward, Achievement,Recognition.The Shangri-La Hotel’s manager apply Maslow’s hierarchy of needs model to motivate their employees.2.2 Goal theoryLocke concluded in the 60’s that employees were motivated by clear goals and appropriate feedback regarding their achievement.A model of how goals can improve performance Goals direct people’s responses,actions,work behaviour and performance,and finally lead to certain consequences or feedback.Goal setting is the process of improving performance with objectives deadlines,or equality standards.The established goal can improve work efficiency.And there are positive feedback on performance. So the range of strategies that can be used to improve job performance for Goal Theory:Reward,Responsibility.The Shangri -La Hotel’s manager also use Goal Theory to improve employees performance.2.3 The application of the theories.Achievement is measuring an individual’s achievement against known guidelines can help job performance.If goals are clear and achievable,with a little effortindividuals will be more likely to succeed.In Shangri -La Hotel use this method to improve employee performance.Ailsa took over as the general manger,then she had plan to the local bank in order to obtain the funding.She also were so hard that the whole hotel had rapidly developed.Finally,the Shangri -La Hotel achieve the 5-star AA award hotel in Glasgow.Participation is to give some people the right to participate incommonly achieving organization’s goals,so it will lead success.In Shangri -La Hotel, 2.Goals motivate by: Directing attention Encouraging effort Encouraging persistence Fostering goal-attainment strategies and action plans 1.Goals need to be Specific Difficult Participant set 3.Improved performance4.Feedback on performanceto achieving the success of the hotel,a reception manager,Antonio,who aims at Improving customer service and cooperating for Ailsa.Besides Craig also insisted that only Saskia and he should have the authority to sign for the meat.3.0 Two methods to improve job performance and their SuitabilityManagement methods can effectively improve people’s workperformance.These methods and means are effective tools for management.The management methods that follow are Quality working life and Reward.3.1 Quality working lifeQuality working life is satisfaction in the working life ,along with efficient methods of working.Flextime allows employees to chose their own arrival and departure times within specified limits.Flextime in Action:The company should allow employee to be Flexible 2-hour arrival range and 2-hour departure range.For example,a employee can go to work at 7:00 A.M. So leaving work is at 3:30P.M. If someone go to work at 9 Clock.And they can leave at 5:30 P.M.Quality Working life is derived from Theory Y which belongs to McGregor’s Theories.Theory Y states that people naturally fond of work, they can manage their time well by themselves.They know that once they have the constraint of goal, they can accomplish the goal well.When they enjoy the freedom of time ,they can generate better motivation.3.2 RewardReward is recognizing the effort,initiative and skills of the worker.Reward is derived from Maslow’s Hierarchy of needs.Reward can be divided into intrinsic reward and extrinsic reward.And it status gives little satisfaction to a person desperate for food or shelter.It demonstrate that money alone is not enough,and indeed as basic and safety needs become satisfied people are likely to concentrate their attentions on social and ego needs.In Shangri-La Hotel,all staff not only gaining salary from the hotel,but also they were recognized in work and other people.Craig always provided free drinks for the team to celebrate,and they always enjoyed together.These people can communicate with others and gain the friendship and participle the organization.4.0 The importance of teamwork and team cohesiveness and factors affecting itOrganization arrange their workforce into groups of people who work together for a common purpose or goal but who each have their own jobs to do.Such groups are usually referred to as teams .Team can improve people management and work efficiency and are an important management tool.Its core is team cohesion.4.1 the importance of teamwork as a means of improving organizational effectiveness.High performing teams can be characterized as those in which people understand objectives,goals,skills,interrelationships,as well as their own personaljob.Therefore,teamwork can increase corporate competitiveness by:improving productivity, enhancing quality, encouraging innovation, increasing motivation and commitment.Why are the teamwork able to play these important roles in organization?According to Tuckman’s Five-Stage Theory of group development,it status that people form a team for a common purpose and have conflicts because of their different interest demands.Then they make rules to limit others’ interests and finally take unified actions.This effectively looks at taking advantage of each person’s strengths and avoiding their weakness ,so that the team is more productive than the individual. There are five stages in the Tuckman’s theory:Forming Storming Norming performing AdjouringPeople discard their weakness and retain their strengths in the team,so they create greater value.In Shangri-La Hotel ,Ailsa had a conflict with Craig in the storming stage.But Ailsa made an agreement with Craig and then set up a series of rules to run the company together in norming stage.So they let the team produce much efficiency.4.2 Team cohesiveness and factors affecting itCohesion is the invisible bond that links members of a team together.Evidence suggests that highly cohesive teams are more productive and better at meetingobjectives.In Shangri-La Hotel ,there are three factors affecting the team cohesiveness.Poor communication:Craig also insisted that only Saskia and he should have the authority to sign.But this often irritated Ailsa who, as the General Manager of the Hotel,felt had the necessary experience to check it.And it led poor communication between Ailsa and Craig.Lack listening:Craig often run his way when the waiting staff offered suggestions on how to deal with these problems.So,Craig lack listening by their staff.Lack participation:Craig thought the all kitchen thing depend on his decision,but Saskia felt she would be allowed to be more creative,and lack participation in kitchenReference1.（SQA 2013)/ Managing people and Organizations (fouredition)/Beijing/China Modern Economic Publishing House p1182.（SQA 2013)/ Managing people and Organizations (fouredition)/Beijing/China Modern Economic Publishing House p1313.（SQA 2013)/ Managing people and Organizations (fouredition)/Beijing/China Modern Economic Publishing House p1444.（SQA 2013)/ Managing people and Organizations (fouredition)/Beijing/China Modern Economic Publishing House p147。

1Explain the validity of one process and more content theory of motivation and assess their applicability to scenarios that exist within Scotia Airways.Maslow’s Hierarchy of Needs Theory： Human needs can be classified into 5 levels, which can be portrayed in the shape of pyramid. In different stage of life, people will show their different urges to different levels of needs. Normally speaking, the main power of motivation usually comes from the most imperious needs level at present.It includes basic or physiological needs, safely and security needs, social needs, self-esteem needs, self-fulfilment needs. Basic or physiological needs is water sleep sex etc.Safely and security needs is security of body, of employment,of property,etc.Social needs is friendship, family.Self-esteem needs is self-esteem confidence,etc.Self-fulfilment needs is creativity, morality,etc.The high level is Self-fulfilment.Middle level are social needs self-esteem. Lower level are basic or physiological and Safely and security needs.The thing that can motivate staffs is the thing that they want to get. In this case when the investors first decided to set up Scotia Airways, they had a clear idea thatbusiness travel was a growth area. They set about appointing a management teamwhose experience and expertise was firmly grounded in the budget aviation market,it offer more chance about job and meet security of employment due to Future opportunities seem likely as the EU and UK govern ment relaxtheir control over the licensing of airline provision. Scotia Airways has been able to retain themanagement team that werebrought to the business in 1996. The vast majority of staff have also remained. It is the security of the employment and of friendship.The targets for scale of provision, passenger volum e and marketshare are determined by senior managers, and middle and juni or managers and employeesthen populate the details into the plan. It is benefit for staff acquire the satisfaction of achieve. So based on the above, Scotia Airways meet lower level needs and middle level needs, but don’t meet higher level needs.Vroom’s Expectancy Theory : It states that an individual tends to act in a certain way, in the expectation that the act will be followed by a given outcome, and according to the attractiveness of that outcome. Vroom maintain that high levels of effort lead to high performance and high performance will lead to the attainment of reward.If the reward is desire outcomes, staff will have effort again. High motivation consist of high expectancy ,high instrumentality and high valence. But Scotia Airway don’t use this theory.The investors in Scotia Airways have set an ambitious programme forexpansion over the next 5 years to include long haul destin ations. Somemembers of the management team and many workers are concerne d that thechange in strategy will change the ethos and culture of the business.Because of this expansion plan as outcome is not positive for the individual, not a personal desire and does not reflect the above relations hip, so staffs’ views are not uniform.2Given the range and complexity of challenges faced by the management of Scotia Airways, summarise methods that could be implement to improve job performance and justify how each provides added value to the organization. In this case, The investors in Scotia Airways have set an ambitious progra mme forexpansion over the next 5 years to include long haul destin ations. Somemembers of the management team and many workers are concerne d that thechange in strategy will change the ethos and culture of the business.They meet the resistance of expansion and revolution.Other problem is coordination between branches.So the following manner can solve these problem.Team-working：The interdependency relationship that exits in a org that will facilitate improved performance, especially in service industry.Team-working in favor of the outbreak of the potential to help the company's development.Empowerment：Authorizing staff to make decisions on such as resource allocation, operating problem solving and during customer interaction will improve the efficiency and quality of working.Advisable authorization in favor of self-management subsidiaries and reduce force of higher manager.Training： Every employee should have appropriate training before or during working. This is much more important when an org is newly developed or in the process of expansion.When the expansion of revolution, trainingstaff to unify their thinking.Target-setting： A series of determined SMART targets to motivate and control employees.Setting objective.The objective should be SMART-specific,measurable,attainable,realisitic,time-specific. It is good for unity.Endeavoring the same objective is conducive development of company.3Explain why the introduction of teamworking is fundamental to the achievement of the goals of Scotia Airways and identify the main costs and benefits they may encounter as result.The main value of team is their ability to assemble and empower employees to coordinate together, and use their talents to improve the organization. In teamworking, organisation will be clearly structured, and more fully participating in decisions and planning how work will be performed. It also benefits the employee's motivation and job satisfaction.Teamworking always can improve coordination/communication, staff development, conflict management quality and productivity.This is a virtuous cycle. For example, Members cooperate with each other in the team,and it improves coordination/communication ,because better coordination/communication can get better efficiency, it can improve quality and efficiency. Good coordination also is good for improving staff development. When staffs achieve goals, they will happy together. It helps to reduce conflict management.T he last result is that company’s productivity get improvement largely.But, team also takes some problem.Teamwork may have an unintended effect of fermenting hostility toward the managerial goal of making the teams fully self-managing. The conflictsbetween individual and team objectives.For example,Some membersof the managementteam and many workers are concerned that thechange in strategy will change theethos and culture of the business.Teamworking is not an one-day work, it will cost a long period of training.When company expand, it must adopt more team. But a good team must been trained ,it has to lots of spending.Supervision should be applied in every stage of team process.In this case, a lot of things are decided by only Rosa.Because some t eam process don’t apply, it isn’t good to authorize.At another aspect,it increase management’s cost.4Identify three factors that could impact upon team cohesion and performance within Scotia Airways and assess their potential impact.These can improve cohesion selection of appropriate supervisor, team size, trust and effective delegationSelection of appropriate supervisor: A successful always have wise leader. The wise leader can release the potential power of team at the most. In this case, Rosa Dallevic is in overall charge, assisted by her long-term colleague, Azim Ish tiaq. She has alsoemployed the same personal assistant, Katrin Wright, since she joined Scotiaand this has helped promote consistency and continuity. Theyare sensible leader.Rose also a strong and decisive manager. Though they don’t create some value directly, staffs have enough enthusiasm and motivation due to appropriate supervisor.Team size: The size is the smaller the better normally. In this case Scotia Airways has been an increase in staffing levels, anincrease in budgets and an increase in capital investment. It currently employs executives andmanagers in marketing, finance, HR and flight operations with operational and administrative staff within each department. To expand the size appropriately is benefit to allow company adapt the trendin the future when company expands. Team always consist of simple people.In team they can release their ability better. If team size is excessive ,it will take force in finance and also isn’t good to management.In this article, Scotia Airways don’t have the performanceof team. They can make improvements in this aspect.Trust: Trust is good for improve team cohesion and performance. If a team discredit each other ,it will disband quickly. In this case, A culture of trust has been emphasised and developed by both the management and workersand this has servedto enhance the effectiveness, efficiency and overall performance of the business. It will boost Scotia Airways ‘s staffs’ enthusiasm when trust has been a culture in company.Effective delegation:It helps higher managers better administrate company.If higher managers deal with all things, he will be tired and have more error-prone. Therefore, it is important to delegate effectively. Inthis case,The targets for scale of provision, passenger volume and m arket shareare determined by senior managers, and middle and junior man agers and employeesthen populate the details into the plan. It promotes efficiency.As far as I’m considered these strategies can improve cohesiveness and performance,learning from mistakes and listening to others.Learning from mistakes can shortcoming and avoid the same mistakes in the future. Listening to others can get information that we don’t h ave, sometime ,we get inspiration from the words of others.（注：专业文档是经验性极强的领域，无法思考和涵盖全面，素材和资料部分来自网络，供参考。

a.Training in National ContextThe National Training Framework is made up of information from a number of sources, both government and the network of organizations, geared towards helping organizations and individuals to develop.In Scotland, the Scottish Executive identifies key priorities for achieving business development.Training National Context includes any agents:1.Scottish Enterprise / Local Enterprise CompaniesThe Scottish Enterprise Network is central to the delivery of the Scottish Executive vision for a ‘Smart Successful Scotland’. One of the key aims for the Enterprise Networks is to enable Scotland to become a nation where creating learning and connecting faster is the basis for sustained productivity growth, competitiveness and prosperity.One of the key themes for the Enterprise Network is learning and skills and the target under this heading is ‘Every Scot ready for tomorrow’s job’. To achieve this, the networks play key roles in meeting national targets for training and are responsible for the delivery of some nation training schemes.Scottish Enterprise is Scotland’s main economic development agency. The Scottish Executive funds the agency. Scottish Enterprise consists of Scottish Enterprise and 12 Local Enterprise Companies covering special geographical areas. Scottish Enterprise may provide funding for local initiatives aimed at achieving the government’s national targets for education and training. Many of these initiatives might include:●Investors in people●Modern apprenticeships●National vocational qualificationsScottish Enterprise works in partnership with companies individuals and universities, colleges, local authorities and other public sector bodies to achieve these goals.2.Learndirect ScotlandAnother key agency for achieving the Scottish Executive’s vision of a smart, successful Scotland is Learndirect Scotland. This agency offers advices to both individuals and employers to help them access the training they need.3.Sector Skills CouncilsUK-wide, independent organizations, Sector Skills Councils are develops by groups of influential employer industry or business sectors of economic of strategic significance. Employer-led and actively involve trade unions, professional bodies and other stakeholders in the sector, SSCs are licensed by the Secretary of State for Education and Skill, in consultation with government ministers in Scotland, Wales and Northern Ireland. Their role is to tackle the skills and productivity needs of relevant sectors throughout the UK.The aims of SSCs are reduce skills gaps shortages; improving productivity, business and public service performance; increase opportunities to boost the skills and productivity of everyone in the sector’s workforce including action on equal opportunities; improving learning supply, including apprenticeships, higher education and national occupational standards.b.Training in National Context operates some initiatives:a)Investors in PeopleThe Investors in Peoples Standards sets out a level of good practice for the training and development of people to achieve business goals. It provides a national framework for improving business performance and competitiveness. Organization working towards the Standard must show a planned approach to setting and communicating business objectives and developing people to meet these objectives.The Investors in Peoples Standards is based on four key principles: Commitment: to invest in people to achieve business goalsPlanning: how skill, individuals and teams are to be developed to achieve these goals Action: taking action to develop and use necessary skill in well defined and continuing programme directly tied to business objectivesEvaluation: outcomes of training and development for individuals progress towardsgoals, the value achieved and future needs.Being recognized as an ‘Investor in People’ involves a number of step:●Understanding the standard and its strategic implications for your organization. ●Undertaking a review against the standard to identify any gaps in current practice.●Making the commitment to meet the standard and communicating that commitment to all members of staff.●Planning and taking action to bring about change.●Bring together the evidence for assessment against the standard.●Achievement or recognition as an investor in people.b)Get Ready for WorkGet Ready for Work supports young people to move into a job, further training or college, by helping them focus on what they want to do. Participant learn new skills and get the confidence they need to progress. People taking part in the programme get the chance to try out ‘work tasters’ and work placements-helping them decide on the job that’s best for them.Get Ready for Work helps young people identify their individual needs ands offer training in a number of skills.c)Modern ApprenticeshipsModern Apprenticeships offer people aged over 16 the chance of paid employment linked with the opportunity to train for jobs at craft, technician and management level. They are an exciting way for people to gain skills and qualification that will help to start a career without having to study full-time, and are available now across a wide range of industries. Modern Apprentices develop expertise and knowledge through on-the-job assessment as well as can also gain vital skills in areas such as teamwork and problem solving.Two of the initiative usefulness for A G Bell LtdInvestor in People is has benefits for A G Bell Ltd, has four key principles: commitment、planning、action、evaluation. This is a very important project for Bell. First, company give a promise to employee can achieve business goals, then planning how skill, individual and teams are to be development achieving these goals. Givestaff confidence to get ready for the project. After all of these, company can take action to achieve the goals. For A G Bell Ltd, through this standards can improve the company’s performance, also can let public has a good impression on company. Also this project can help organization earn more profits. And can improve the staff knowledge level.Get ready for work is suit for Bell. Get ready for work aim at help people to seek for career dream and has position to their future, then offering the training for them. Because Bell recruit the disadvantage people, let them know what they need and how to get the goals is very important. Most significantly, the training is necessary for them. Through this project can let employee has a very strong realize for their value company. And this is will a base for new staff to start work.The implementation of National Training Framework in AG BellInvestor in people, can be implement in A G Bell Ltd. It has four key principles, commitment, planning, action, evaluation.First, let employee know through this project can get any business goals. Them can know achieve the goals, can earn more profits. After this make a detailed planning to achieve the goals. Then take action to make sure the goals will be practice on time. Last evaluation the efforts of practice.If achieve the standards, company may get many help of government. The impression on public also has been increased. Then the profits must be increase. Sure, if there not, company know where should be improve. Then make more progress, is a process to improve.Get ready for work, can be implement in the A G Bell Ltd. Get Ready for Work helps young people identify their individual needs and offer training in a number of skills. In AG Bell, they need the new staff can take part in the work needs high skills.A training allowance is paid to participants. Do this can let employee suit the company’s environment. Get Ready for Work can also is suitable for recruit staff from disadvantaged group, as they can be provided good skills training when they start to work. Good for the company improve the level of staff.。

I ntroductionThe main content of this report describes the difficulties faced by the A G Bell Ltd. in High town and the solutions. How to solve the problem of human resource management.This report is divided into three main parts. The three main parts are policy statement the main body of the training and strategy responsibilities for training at AG Bell Ltd Training and developing the workforce is important in company.Section 1: policy statement1.Policy StatementA G Bell Ltd. is provide 24/7 call center services. The company provides services to customers by high level of service and high technology applications. The company’s structure is flat organization structure. The department of the company is made up of teams. The company's less hierarchy is conducive to communication between organizations, Inter Organizational Communication is conducive to the development of the company and to avoid mistakes in the work.The company’s organization wants to recruit 40 new employees in High Town. The company will relocate to larger premises for the next two months. The recruitment and training of employees is very important. The company carries on the personalized training to the staff, to be trained by the company staff to improve work efficiency to meet the needs of the company. The company recruitment is diversified. The company recruiting vulnerable groups. The company give attention to vulnerable group of employees. Employees contribute to the organization through training.2.The main body of the Training StrategyA.the nature of AG Bell LtdAG Bell Ltd.’s vision is provides services to customers by high level of service andhigh technology applications. Customers are satisfied with the service from AG Bell Ltd. AG Bell Ltd development to get more market share. The company’s structure is flat organization structure. The company’s recruitment is distinctively, Ltd. AG Bell Ltd. will recruits staff from a disadvanged group, it is very important for the company to train the staff from a disadvanged group.B.the commitment and the contributionCommitment:AG Bell Ltd. come to High Town to face a lot of difficulties. The difficulties includes local economic decline, local employment rate is low and laborer’s skills is low. But AG Bell Ltd. to overcome these difficulties. The company training staff to improve skills and work efficiency. The company is committed to the fair treatment of each employee. The company encourage every employee to work better. The good performance of the staff is good for the organization to achieve the goal and profit maximization.Contribution: The AG Bell Ltd. has made a lot of contributions to the society. AG Bell Ltd. will recruits staff from a disadvanged group. AG Bell Ltd. helped High Town down the unemployment rate. The company helped d isadvanged group’s ease the burden on the family. Companies can open lectures and psychological counseling to help disadvanged group overcome psychological barriers. The Company can strengthen exchanges and cooperation between employees. The company's good reputation is good for the company to get the customer's satisfaction and more market share.Section 2: The main body of the training strategyA.the major issues of AG Bell Ltd.AG Bell Ltd. will face a lot of difficulties in the next two years. AG Bell Ltd. wants to recruit 40 new employees in High Town. High proportion of traditional industries in High Town, so High Town employee has no experience in call center services.AG Bell Ltd. concerned about disadvantage groups. AG Bell Ltd. recruitment has a characteristic, recruit staff from disadvantage groups. They may have psychological barriers. Staff from disadvantage groups may have an inferiority complex and they may not be willing to communicate with their colleagues. They need equal treatment and training.High Town’s local economic downturn. The unemployment rate of High Town’s traditional manufacturing industry is low. So the skills of the unemployed workers are low. The company takes a long time to train the staff.B.Training needsAG Bell Ltd. moved to High Town five years ago. AG Bell Ltd. needs to have a familiar process in High Town. The contents of AG Bell Ltd. training staff include personal team leadership; information technology; safety and health knowledge; Fluent communication skills.C.Resource implication of training needsAbout health and safety training and customers service training both of training for organizational group and individual. The organizational short-term training includes to understand the local cultural environment and lecture of employee psychological enlighten, organizational medium to long-term training includes cultivate customer loyalty and to update employee benefits policy. Group’s short-term training includes familiar with work flow training and the training of the employees are familiar with each other. Group’s medium to long-term training includes training for group leader; and improve the training of group work efficiency. Individual short-term training includes job skills training and mental health training Individual medium to long-term training includes the training of employees' loyalty to the company and training of employees' benefits and features.Section 3: responsibilities for training at AG Bell LtdA.ManagerManager analyzed the company's performance and achievements. Managersupports an employee who works hard.B.Team leaderTeam leader has different training for different job roles.C.Training professionalsTraining professional’s organization design training and development strategy.Training professionals designed and produced materials for training.D.IndividualDetermine individual training needs.ConclusionWith the help of human resource management, the company has solved many problems about training. A G Bell Ltd. has a good social reputation. A G Bell Ltd. is concerned about the vulnerable groups. A G Bell Ltd. helped to lighten the burden of society. Wish A G Bell Ltd. a better and better development.R eferenceHallier, J. and Butts, S. (2000) ‘Attempts to advance the role of training: process and context’, Employee Relations, Vol. 22, No. 4, pp. 375-402.King, N. (1994), ‘The qualitative research interview’, in Cassell, G., Symon, G. (Eds), Qualitative Methods in Organisational Research, Sage Publications, London.。