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LO1 - Protocols Followed in Working Businesses, Key terms - Coggle Diagram

- - - - Decision making - employees are trained to carry out day-to-day tasks, such as providing customer service. But a task or problem may need to be taken to the line manager as the employee is unable to resolve the issue. the manager has more authority so can provide things like gift cards.
      - Authorisation - Employees might not have the authority to do some tasks such as, sighing letters & authorising payments. Responsibility sit with the manager e.g. an employee will agree to lease new premises but manager will have to give final authorisation.
      - Reasons for authority protocols
        
        Authority protocols enable a manager to delegate tasks to subordinate while overseeing outcome. Provides a checking procedure. E.g. if employee makes mistake on document or payment calculation then manager acts as double-check to ensure information is accurate.
        
        Also lowers risk of fraud if more than 1 person is involved in preparation & authorisation of payments.
- - - - Implications of breaching confidentiality
        
        Reasons why confidentiality may need to be breached.
        
        For personal gain e.g. an employee who has access to payment systems may try to access the funds and think that other staff won't become aware. If they are suspected of fraud or embezzlement then it may be necessary to access their emails & documents to verify.
        
        Embezzlement - theft by an employee of assets that belong to the employer; money, stock, stationary.
        
        Or if an employee needs to be contacted in an emergency, their home phone number needs to be provided. E.g. contact the store manager if the store has flooded overnight.
        
        Considered gross misconduct, may lead to dismissal of employee. Unlikely to receive reference, so future employability is affected. Legal action may be taken if there's a breach of legislation e.g. Data Protection Act.
        
        If breach revels confidential information about employee or customer (personal/bank details) this could have implications such as, identity theft and loss of trust in a business.
        
        Implications of reveling business information depends on who sees it. E.g. a competitor discovers plans for expansion they can take action quicker by bringing forward their own expansion plans. Or if employee sees plans for redundancies then morale and productivity will fail.
      - Manual storage - the use of secured filing cabinets for hard copies of documentation and ensuring that confidential documents are not removed from the premises.
        
        Electronic data - kept secure by password-protecting computers. Only the individual that computer belongs to can see documents, providing password isn't shared.
        
        Electronic data - Network passwords can be used so only employees with the password can see the documents. Also used to protect data back-ups from unauthorised access.
    - - Ensuring that only those that need to see it, see it.
        
        Using bcc in emails to external recipients, email addresses are not shared.
        
        Employees have to sign a non-disclosure agreement (NDA) if they have access to confidential information. Can't discuss with people that haven't sighed the NDA.
        
        Businesses can include in a job description that disclosing confidential information is gross misconduct.
- - - - Copyright - works protected by Copyright, Designs & Patents Act include; music, books, leaflets, newsletters, films and software. Relevant permissions must be granted e.g. if a song is in an AD or book to be quoted in newsletter.
        
        Data protection - Requires personal information to be protected. Any documents containing this must be secure and personal details should only be used when relevant.
        
        Consumer protection - From Unfair Trading Regulations, impacts on the content of documents produced.
        
        Equal opportunities - Protects individuals from discrimination, e.g. can't produce an advert for a 'barmaid' because that's gender discrimination.
        
        E.g. newspaper advertisement stating special offer prices when no products are available at these prices would breach legislation.
        
        Sources should be quoted for any extracts used in documentation or presentations to avoid plagiarism. If a business has these e.g. techy drawings of car engines, then anyone wanting these will have to ask permission and pay a fee.
    - - Ethical - businesses may have a guidance relating to stereotypes, whistle-blowing or privacy that affect how documents are worded, so not to offend or betray confidences.
        
        Codes of practice - some job roles and businesses have a code of practice to follow. E.g. the Code of Practice Social Care Workers requires that workers maintain clear and accurate records.
        
        Similarly, Asda Mobile has devised a code of practice for complaints handling. This states the complaints procedure as well as clarifying the process for customers. This should be followed by all staff.
- - - - Implications of poor checking - repercussions of not checking could be serious. E.g travel arrangements given incorrectly then a train/flight could be missed and time will have been wasted as well as money and business opportunities.
        
        If the wrong meeting location has been given, it would affect decision making. Or if a inaccurate report has been given to stakeholders, reputation and professionalism of the business could be questioned.
- - - - Consequences; wasted business time, charges of gross misconduct and fines for breaking the law.
- - - - Contractual - once a contract of employment has been signed by employer & employee it becomes legally binding so all must obey what is stated e.g. working hours, annual leave, pay & benefits.
        
        Minimum standards of professional behavior
        
        Punctuality - everyone id expected to arrive on time as lateness is unprofessional and may result in a disciplinary procedure.
        
        If someone is unable to come to work because of sickness or a medical appointment then the employer must be told.
        
        Use of appropriate language - swearing & slang words & open complaints about the business should be avoided especially when dealing with customers & third parties.
        
        When employees are talking amongst themselves they are still representing the business - also applies outside of work.
        
        Appearance and dress code - requirements for dress code vary. Some business have rules about not having tattoos or piercing's as customers may find it unprofessional.
        
        E.g. a lawyer would dress smartly to create a professional impression, an assistant in a fashion store would wear clothes from that brand & a firefighter would wear a uniform.