1、 1.Assess the main features of managerial work and explain/outline the main roles and activities of managers within Scotia Airways.评估管理工作的主要特点，并解释/轮廓内舍航空公司经理的主要职责和活动。Managing is a process by which responsible persons in an organisation combine resources to achieve given ends. The main features of th
2、e managerial work can explain by the Henri Fayols Generic Management Theory. There are several categories from Fayol which are about: the Forecasting, the Planning, the Commanding, the Controlling, the Co-ordinating and the Organising. 管理是一个过程，负责人在一个组织整合社会资源，实现给定的目的。对管理工作的主要特点可以由亨利法约尔的一般管理理论解释。有几类从法
3、约尔这是关于：的预测，规划，指挥官，控股，在协调和筹备。Forecasting is predicting future events and Forecasting is the first the step of the managerial work because as an manager he or she must have an ability to forecast the problems that the company will meet and must do the prevention measure well. In Scotia, for example, t
4、hey want to establish their work across the whole Europe and then to the Asia, but the Scotia manager must forecast many problems that will happened in the future such as the change of currency, the language and culture have differences and any other problems, so the manager must price the product a
5、nd service again at that foreign area with their currency and training their employees who will go there doing the business. The Scotia manager should forecast the problems and find some solutions to avoid them. The forecast ability is very important about the manager.预测是预测未来事件和预测是管理工作的第一个步骤，因为作为一个经
6、理，他或她必须有预测，该公司将满足和必须做的预防措施以及存在的问题的能力。在斯科舍省，例如，他们希望建立横跨整个欧洲，然后到亚洲工作，但舍管理人员必须预测，这将发生在未来的许多问题，如货币的变化，语言和文化有差异，并任何其他问题，因此管理者必须再次在外国地区价格的产品和服务与他们的货币和培训员工谁都会去那里做着生意。该舍经理应该预测的问题，并找到了一些解决方案，以避免它们。的预测能力是对经理非常重要。To about the Planning, it is setting out a course of action and to meet expected demand. Planning
7、is to explore the future, and then providing a clear methodology for achieving the target expansion and develope a project of action. Scotia wants to expand their business into East Europe, Middle and Far East Asia. To ensure their goals can be achieved, they placing an order to manufacture the wide
8、 bodied aircraft to ensure they can complete the long flight, but in order to achieve their goals, they should do a plenty of research and reserve a large amount of money to solve the problems they will meet, for example, in China there are only three airports can make the make the wide bodied aircr
9、aft land, so the manager should to design the lines to make sure the safety of the passengers.要对规划，它是设置了行动方针，并以满足预期需求。规划是探索未来，然后提供为实现目标扩展一个明确的方法和前提下发展行动计划。斯科舍省希望扩大业务至东欧，中东和远东地区。为了确保自己的目标可以实现，他们订货制造的宽体飞机，以确保他们可以完成长途飞行，但为了实现自己的目标，他们应该做大量的研究，并预留大量的资金来解决他们将满足问题，例如，在中国只有三个机场可以使化妆宽体飞机的土地，所以管理者应该设计线路，使乘客一定
10、的安全性。And the commanding of the manager is a important feature. It is directing staff to undertake tasks. Commanding ensures that employees are directed to enable them to fulfill their duties. Scotia want to expand their business into the Europe marketing, so at the beginning, the manager must have a
11、 detailed plan to face what they will meet. And at this time, the manager must command the whole staff to complete works to ensure the plan can perfectly implement. Management must have enough understanding to the staff, because in this way they can make the staff to do works which suitable to them
12、and also can command them in the right way to execute the plan.和经理的指挥是一个重要的特征。它是指导员工承担的任务。指挥确保雇员亦获指示，使他们能够履行自己的职责。舍想拓展业务至欧洲市场，所以在一开始，经理必须有一个详细的计划去面对什么，他们会满足。而在这个时候，管理者必须命令全体员工完成工程，以确保该计划能够完美实现。管理人员必须有足够的了解工作人员介绍，因为这样他们可以让员工做哪些工作适合他们，也可以以正确的方式来执行该计划指挥他们。Controlling is another feature to the manager,
13、because controlling keep the managers and departments within budgets. It is monitoring progress, ensuring alignment with plans taking corrective actions. Scotia Airways plans to employ some executives to help the management to operate the company, so the budget must clearly. Employ others to operate
14、 the company have a great risk, so the senior management must controlling them in a certain range. Controlling the budget can ensure the finance safety of a company, so controlling is a very important function of the managerial work and is the necessary condition to the company operational.控制是另一种功能的
15、经理，因为控制保持在预算之内的管理人员和部门。据监测进展情况，确保对齐并计划采取的纠正措施。舍航空公司计划聘请一些高管，以帮助经营公司的管理，使预算必须明确。雇用他人经营公司有一个很大的风险，因此，高级管理人员必须控制它们在一定范围内。控制预算可以保证公司的财务安全，所以控制是管理工作的一个非常重要的功能，是必要条件，以公司运营。In a company, co-ordinating is also necessary. Co -ordinating makes sure that people, resources, equipment are all working together. T
16、he new airports that Scotia built need a plenty of materials and human, so the manager must ensure the resources are at the correct airports to meet service demands. The new airports need lots of resources than the old airports, so the manager must co-ordinate the resources used, if the resources co
17、uld not meet the needs of the new airports, the new airports would not operate and that might lead to a large lose of the company and would make the development strategy of the company receive huge obstacles. For about this way, co-ordinate is important to the managerial work.在一个公司，协调也是必要的。协调将确保居民，资
18、源，设备都一起工作。新机场的建成舍需要大量的材料和人力，所以管理者必须确保资源在正确的机场，以应付服务需求。新机场需要大量的资源比旧机场，所以管理者必须统筹使用的资源，如果资源不能满足新机场的需求，新机场将无法运行，并可能导致大赔公司与将使该公司的发展战略获得巨大的障碍。关于这种方式，协调是重要的管理工作。Organising the whole company is the responsibility of the manager. Organising to a company means mobilising materials, resources, people and alloc
19、ating them to departments and peoples. Scotia wants to expand their business into East Europe and Middle and Far East Asia, so the manager must develope system to manage health and safety. The company want to establish the foreign market that means some of the old employees should to go abroad and w
20、ork in a new environment, to meet the strategy some employees should to go some areas which is dangerous such as the Middle East areas. So the manager must to pay attention to the health and safety of those employees and developing an system to make sure the things that those employees cared about.
21、筹办整个公司是经理的责任。筹办一个公司是指动员材料，资源，人员和他们分配到各部门和人民。斯科舍省希望扩大业务至东欧和中东和远东地区，所以管理者必须的前提下发展系统来管理健康和安全。该公司希望建立国外市场，这意味着一些老员工应该走出国门，在一个新的环境中工作，以满足战略有些员工应该去一些地方是危险的，如中东地区。所以，管理者必须要注意的雇员的健康和安全，发展一个系统，以确保事情，那些员工关心。The main roles that the manager played in a company as the decisional, the informational and the interp
22、ersonal. If the managers play these three roles best in a company, the company will operate beneficially.主要角色，在一个公司经理扮演的决策性，信息性和人际交往。如果管理者最好在公司扮演这三个角色，公司将实益运作。To be the leader of the company, the managerial works of management must play a role as the decisional, so the senior manager must be the dec
23、ision maker to decide the strategy and the correct issue. In Scotia, the strategy is to expand their foreign business, so the managerial work is to decide which routes will the airline expand. Senior managers should collect all kinds of informations about the new lines and consider all kinds of the
24、elements which about the financial budget, the safety or the healthy of employees, the quality level of the foreign areas and the cultural and religion of the localize. And then combine with the situation to make the right decision, choose the right airlines to complete the expanding strategy.是公司领导，
25、管理人员的管理工作必须发挥作用，作为决策性的，所以高级经理必须是决策者决定战略和正确的问题。在斯科舍省，该策略是拓展国外业务，所以管理工作，决定哪些路由将航空公司扩大。高级管理人员应当收集各种有关新线信息，并考虑各种有关的财务预算，安全或健康的员工，境外地区的质量水平和本土化的文化和宗教的元素当中。然后与形势相结合，做出正确的决定，选择合适的航空公司来完成扩大战略。The informational role is also important for a manager, because the manager must ensure that all of employees unders
26、tand the implications of the expansion for their job security. The works in Scotia must have difficult at the beginning because of the staff numbers. To expand their market, Scotia needs a plenty of employees to service in the new airports, but now Scotia only have 80 employees, so they should to re
27、cruit new staffs and then they should training them to familiar with the companys business. During this process, the manager must the staff understand the orders and the works what they should do.该信息的作用也是一个重要的经理，因为经理必须确保所有员工了解扩展他们的工作安全的影响。舍的作品必须有，因为员工人数开头难。为了扩大自己的市场，舍需要大量的员工在新机场的服务，但现在斯科舍省只有80名员工，所以
28、他们应该聘请新的员工，然后他们应该训练他们熟悉公司的业务。在这个过程中，管理者必须在工作人员了解订单和作品他们应该做什么。Another important character of the managerial is the interpersonal role. The interpersonal ability is related to display the leadership and liaise with employees concerning the change in culture.在管理的另一个重要特征是人际角色。人际交往能力是关系到显示的领导和联络有关的文化变革的员
29、工。 As the chart:BOSSFrom this chart we can clearly know the relationship with the employees, staffs, managers and customers when we do the business work. In Scotia, to expand the business and build the airports, the manager must handle the interpersonal relationship, because Scotia will open up the
30、overseas market, then inevitable to recruit the local people working in the new airports, but the culture and religion could be different, so the interpersonal relationship must be taken more attention to, especially with the customers and the colleagues.从这个图上我们可以清楚的知道与员工，员工，管理人员和客户的关系，当我们做业务工作。在斯科舍
31、省，拓展业务和建立了机场，管理者必须处理好人际关系，因为斯科舍省将开拓海外市场，那么必然招募新机场工作的当地人，但文化和宗教可以是不同的，所以人际关系必须采取更多的关注，特别是与客户和同事。2.Describe the value of two mechanisms that could be used to measure managerial performance and justify how each could be used to assess managerial performance in Scotia Airways.As a company, there are so
32、many mechanisms to restrain every departments and employees such as the productivity levels or efficiency, the motivation and morale of staff, the successful of their training and development, the level of staff turnover and the absenteeism. All of these things can react the true situation of the co
33、mpany. For examples, the productivity levels or efficiency can react the benefits and effective of the company and the success of the companys training and development can state the employees level improvement and then state the customer WE PEERSCUSTOMERSEMPLOYEESsatisfaction about the company servi
34、ce. 作为一家公司，有这么多的机制来约束每一个部门和员工，如生产力水平或效率，积极性和士气的员工，成功的培训和发展，员工流失率的水平和旷工。所有这些事情可以反应公司的真实情况。举例来说，在生产力水平或效率可以反应的优点，有效的公司和公司的培训和发展的成功可以说明员工水平的提高，然后说出了客户满意度有关该公司的服务 The productivity levels or efficiency which increased the number of customer at a lower cost ratio to rate growth and improved efficiency. In
35、 generally speaking, the company want to put more service to more people with a low cost. Scotia Airways only have 80 staffs, although the company recruit many new staffs but the new employees could not enjoy the work at the beginning, so the old employees must have a high effective of the work, the
36、 Scotia will provide the gourmet meals and a range of in-flight services and entertainment, at this situation, employees could do more than one works such as carbin crews will check the tickets and do the flight service and crew commanders training the new employees. These performances are the metho
37、ds that Scotia improved their efficiency and do these things best can make a high productivity level. The productivity level or efficiency is a important mechanism to measure the managerial performance, it can correctly react the company effective.的生产率水平或效率，以较低的成本比生长速率和更高的效率增加顾客的数目。在总体上说，该公司希望把更多的服务
38、给更多的人以较低的成本。舍航空公司只有80名员工，尽管该公司招聘了许多新员工，但在一开始新员工不能享受工作，所以老员工必须有一个高效的工作，该舍将提供的美食和一系列在飞行中服务和娱乐，在这种情况下，员工可以做一个以上的作品，如carbin摄制组将检查门票，做飞行服务和机组指挥官培训新员工。这些表演都是斯科舍省提高其效率和做这些事情最好能够做一个高生产力水平的方法。在生产力水平或效率是衡量管理绩效，它可以正确地反应公司一个有效的重要机制。And the success of the companys training and development is another important me
39、chanism which evaluate of the investment of training can be measured by customer satisfaction or in conjunction with productivity levels. Training has two main aims: to satisfy customers needs and increase the productivity levels. Scotia Airways now has been an increase in staff level, this thing ca
40、n improve the level of the service. Now Scotia offers several value added services and provide the full business classes services, and in order to achieve this objectives, Scotia must train their employees to familiar with the business class service methods. Successful training for this can provide
41、customers a more comfortable feeling than the competitive company, it can improve the customer satisfaction. Then a successful training can increase the productivity levels, provide better service to customers. Success of the companys training and development is a standard to measure the company ope
42、ration. 和公司的培训和发展的成功是培训的投资，其评估可以通过客户满意度，或与生产力水平相结合来衡量的另一个重要机制。培训有两个主要目的：为满足客户需求，提高生产力水平。舍航空公司现在已经增加了工作人员的水平，这东西可以提高服务水平。现在斯科舍省提供了一些增值服务，并提供完整的商业类服务，而为了实现这一目标，必须舍训练他们的员工熟悉业务类的服务方法。成功的培训，因为可以为客户提供更舒适的感觉较有竞争力的公司，它可以提高客户满意度。那么一个成功的培训可以提高生产力水平，为客户提供更好的服务。公司的培训和发展的成功是一个标准来衡量公司运营。3.Identify and explain a b
43、ehavioural theory of leadership and highlight its applicability to Scotia Airways.The leadership is very important to a team leader. In a company, there are many different kinds of staffs, so with the different staff the manager need to use different to supervise them. The general leadership include
44、 four types which are defined by the Authoritarian, the Democratic, the Participative and the Autocratic. And in some special period, there are also special managerial leadership used by the manager such as the situational or the transformational abilities. These management abilities can generally s
45、upervise the company normally.领导是一个团队的领导者非常重要。在一个公司里，有许多不同种类的工作人员，所以用不同员工的经理需要使用不同的监督他们。一般的领导，包括这是由专制，民主，参与式和专制定义了四种类型。而在一些特殊的时期，也有使用的管理，如情境或变革的能力特别管理领导。这些管理能力，一般可以正常监督公司The Autocratic can interpret about the management pay more attention to the production and least concern about the person. The Aut
46、ocratic has some characters: the manager always imposes decisions on others, never delegates, has no trust, threatens or bullies staff into action and confidence in staff and has little communication and teamwork. In Scotia, to fit the expanding strategy, the company recruit many new staffs, so at t
47、he beginning these people must supervise in this type of management, because at that time, they are not familiar with the company operation system and the do not have enough experience to finish the work with themselves, so the manager must order them to do something and supervise the process during
48、 they do the work and if there are some problems which are happened, the manager can know and solve it in time. This type suits the staff who do not have enough experience to finish the work by themselves, it is to face the new staffs. It is the basic management type. 专制可以解释有关管理更注重生产和最不关心的人。专制有一些字符：
49、管理者总是决定强加别人，从来没有代表，没有信任，威胁或恐吓工作人员为行动和信心的工作人员，几乎没有沟通和团队合作。在斯科舍省，以适应不断扩大的战略，公司招聘了许多新员工，所以在一开始，这些人必须监督在这种类型的管理，因为在那个时候，他们不熟悉公司运营系统和没有足够的体验完成与自己的工作，所以管理者必须命令他们做一些事情和监督的过程中，他们做的工作，如果有一些问题的发生，管理者可以了解并解决它的时间。这种类型适合谁没有足够的经验，由自己来完成这项工作的人员来说，是面对新的工作人员。这是基本的管理类型。The Democratic is to decide something in an fair way. In this type, the manager maximum concern about the people. And the domestic manager shares the opinions and ideas, has complete confidence and trust in their staff, allows staff to participate in marketing decisions and motivates by reward for achieving goals set by participation.
