Stakeholders
What is a stakeholder?
Anyone affected by a business.
What is consumer conflict?
A disagreement between a consumer and a business
Name one consumer right.
Goods of merchantable quality / fit for purpose / as described / honest information / redress.
What is industrial relations?
The relationship between employers and employees.
What is a trade union?
An organisation that represents workers and protects their interests
Which stakeholder wants pay, good working conditions and job security?
Employee.
Name two causes of consumer conflict.
Faulty goods, poor service, misleading advertising, overcharging, late delivery, refusal to give refund.
What does “goods as described” mean?
Answer: The product must match what the seller said, advertised or displayed.
Name two causes of industrial relations conflict.
Pay disputes, poor working conditions, unfair dismissal, redundancy, discrimination, changes in work practices or poor communication.
Name two functions of a trade union.
Negotiate wages, improve working conditions, represent workers in disputes, give advice or protect workers’ rights.
Name two interests of consumers.
: Quality, value and safety.
A shop charges a customer more than the price displayed. What cause of conflict is this?
Overcharging
What are the three main forms of redress?
.
Repair, replacement and refund.
What is redundancy?
When a job no longer exists and the employee loses their position.
What does SIPTU stand for?
Services, Industrial, Professional and Technical union
Which stakeholder is interested in tax, employment and law compliance?
Government.
A product arrives much later than promised. What cause of conflict is this?
Late delivery.
What should a consumer bring when returning faulty goods?
Proof of purchase, such as a receipt or bank statement.
What does WRC stand for?
Workplace Relations Commission
What is work-to-rule?
Workers only do what is written in their contract and no extra duties.
Explain a dependent relationship between employers and employees.
Employees depend on employers for wages, while employers depend on employees for labour and skills.
Name three steps a consumer can take to solve a conflict.
Return to the shop with proof of purchase, explain the problem, ask for repair/replacement/refund, write a formal complaint, contact the CCPC, or use the Small Claims Court.
Name a law that protects customers in relation to advertising
Consumer Protection Act 2007
Name three ways industrial disputes can be solved.
Negotiation, conciliation, mediation, arbitration, Workplace Relations Commission or Labour Court.
Explain the difference between an official strike and an unofficial strike.
An official strike is approved by the union after a ballot. An unofficial strike is not approved by the union.