Managing Change
This strategy involves staying level headed and making good decisions under pressure
staying calm and making good decisions
A customer yells at a checkout worker over a price error. Which managing change strategy is most needed here?
Coping with stress and conflict
This term describes earning the trust and good opinion of coworkers through reliability and honesty.
Earning respect of colleagues
This term refers to how much and how well a good or service is produced
Quantity and quality of work
This employment type has no guaranteed ongoing hours.
Casual
This strategy means asking a supervisor or coworker when unsure about a task
Seeking assistance and clarification
An employee keeps a folder of positive customer feedback and completed training certificates. Which point does this reflect?
Maintaining a record of achievements
This term describes reaching personal or workplace goals, such as completing tasks well or meeting targets.
Achieving success
This term describes taking action or suggesting improvements without being asked.
Initiative and enterprise
This employment type combines paid work with structured training toward a qualification.
Apprenticeship/Traineeship
This strategy involves learning to use new tools or systems introduced at work
using new technology
An employee notices shelves keep running out of stock and proposes a new restocking schedule. What point does this show?
Problem-Solving
This is the term for keeping a folder of training, feedback, and certificates to help with promotions.
Maintaining a record of achievements
This term describes knowing what tasks are — and aren't — part of your job role.
Limit of responsibilities
This employment type is for a fixed period or project, ending once complete.
Contract
Name the two managing change strategies that specifically relate to: (1) a customer's anger over a mistake, and (2) building skills for the future
Coping with stress and conflict; Undertaking further education & training
An employee who hasn't rostered as team leader steps up to organise the roster when the supervisor calls in sick, without being asked. Name the two indicators of success this demonstrates
leadership & initiative and enterprise
An employee blames a coworker for their own mistake, but the truth comes out later. Which point of personal satisfaction have they damaged, and why does it matter long-term?
Earning respect of colleagues — broken trust affects future teamwork and opportunities
Name the indicator of success shown when an employee patiently helps an older, less tech-confident coworker learn new software — and explain why this is different from just "working cooperatively."
Working effectively with people from diverse social/cultural backgrounds and ages — it specifically relates to adapting to age/culture differences, not general teamwork
An employee wants full job security, ongoing hours, and complete access to entitlements like paid leave and superannuation. Name the employment type, and explain one trade-off they accept in return.
Full-time — trade-off: less flexibility/harder to change hours around other commitments
Explain the difference between "problem solving" and "planning and organising" using an example of each
Problem-solving reacts to fix an issue after it happens (e.g. writing orders by hand when a register breaks); planning and organising arranges tasks in advance to prevent issues (e.g. making a checklist before a closing shift)
A new employee wants flexible shifts while working toward a formal trade qualification and earning an income at the same time. Name the employment type and the managing change strategy this relates to.
Apprenticeship/Traineeship (employment type) + Undertaking further education and training (managing change strategy)
Explain how "maintaining a record of achievements" can directly support "achieving success" in the long run, using an example.
A record provides proof when applying for promotions — e.g. someone missing a promotion because they had no proof of past training, while a colleague with records got promoted instead
An employee approved a refund without manager sign-off, causing a till discrepancy. Identify the indicator of success they failed to demonstrate, and name one consequence.
Limit of responsibilities — the till didn't balance and the manager had to investigate
An employee wants short-term, well-paid work for a specific skill set, with no ongoing commitment once the job is done — but they also want the option of steady, secure work in the future. Name the employment type that fits their immediate need, and explain why it wouldn't suit someone wanting long-term stability.
Contract — it ends once the project/period is complete, so there's no ongoing job security like full-time offers