T-Levels Management and Administration Syllabus

What is cash flow, and how does it differ from profit?

Cash flow is the movement of money into and out of a business over time. Profit is revenue minus costs over a period; a business can be profitable yet still fail if it runs out of cash (a liquidity problem).

What are the four phases of a typical project life cycle?

Initiation, Planning, Execution (delivery), and Closure (evaluation/handover), often with Monitoring & Controlling running throughout.

What is the 'iron triangle' (triple constraint) of project management?

Cost, Time (schedule), and Scope/Quality. Changing one constraint affects the others, and together they shape the project's overall quality.

What does a SMART objective stand for?

Specific, Measurable, Achievable, Relevant, and Time-bound.

What is a Gantt chart used for in project planning?

A Gantt chart is a horizontal bar chart that displays project tasks against a timeline, showing start/end dates, durations, dependencies and progress, helping schedule and track work.

In Kotter's 8-step model, what is the first step for leading change?

Create a sense of urgency—help others see the need for change and the importance of acting immediately.

What are the three stages of Lewin's change management model?

Unfreeze (prepare and motivate for change), Change/Transition (implement the new ways of working), and Refreeze (embed and stabilise the new state as the norm).

Define risk and distinguish it from an issue in business continuity terms.

A risk is a potential future event that may cause harm or loss (it has not yet happened). An issue is a risk that has already materialised and is currently affecting the business.

What are the four main risk response strategies (the 'four Ts')?

Tolerate (accept), Treat (reduce/mitigate), Transfer (e.g. insurance/outsource), and Terminate (avoid the activity).

How is a risk's overall rating typically calculated on a risk matrix?

$\text{Risk rating} = \text{Likelihood} \times \text{Impact}$, with each scored on a scale (e.g. 1–5) to prioritise risks for action.

What is a business continuity plan (BCP)?

A documented plan setting out how an organisation will continue or quickly resume critical operations during and after a disruptive event such as fire, cyber-attack or IT failure.

What is the difference between verbal, non-verbal and written communication?

Verbal uses spoken words (meetings, calls); non-verbal conveys meaning without words (body language, tone, gestures, facial expressions); written uses text (emails, reports, letters).

Identify the key elements of the communication process model.

Sender → encoding → message → channel/medium → decoding → receiver → feedback, with potential 'noise' (barriers) interfering at any stage.

What is the difference between formal and informal communication in organisations?

Formal communication follows official channels and structures (reports, scheduled meetings, memos); informal communication is unofficial and spontaneous (the 'grapevine', casual conversations).

Name three common barriers to effective communication.

Examples: language/jargon, physical noise or distance, cultural differences, information overload, emotional/perceptual filters, and poor channel choice.

What does the recruitment and selection process typically involve, in order?

Identify the vacancy, write a job description and person specification, advertise, shortlist applications, interview/assess candidates, make an offer, and induct the new employee.

What is the difference between a job description and a person specification?

A job description outlines the role's duties, responsibilities and reporting lines; a person specification lists the skills, qualifications, experience and personal qualities the ideal candidate needs.

What is the difference between induction, on-the-job and off-the-job training?

Induction introduces a new employee to the organisation; on-the-job training takes place while doing the role (e.g. shadowing); off-the-job training happens away from the normal workplace (e.g. external courses).

According to Maslow's hierarchy, what are the five levels of needs from bottom to top?

Physiological, Safety, Social (love/belonging), Esteem, and Self-actualisation.

In Herzberg's two-factor theory, what is the difference between hygiene factors and motivators?

Hygiene factors (e.g. pay, conditions, supervision) cause dissatisfaction if poor but do not motivate; motivators (e.g. achievement, recognition, responsibility) actively increase satisfaction and motivation.

What is the difference between data and information?

Data are raw, unprocessed facts and figures with no context; information is data that has been processed, organised and given context so it becomes meaningful and useful for decisions.

What do the data quality dimensions of accuracy, completeness, consistency and timeliness mean?

Accuracy: data correctly reflects reality. Completeness: no required data is missing. Consistency: data agrees across sources/records. Timeliness: data is up to date and available when needed.

Define a stakeholder and distinguish internal from external stakeholders.

A stakeholder is any individual or group with an interest in or affected by a business. Internal stakeholders include employees, managers and owners; external include customers, suppliers, government, communities and shareholders (if not employees).

What four quadrants make up Mendelow's power/interest stakeholder matrix and how should each be managed?

High power/high interest = Manage closely; high power/low interest = Keep satisfied; low power/high interest = Keep informed; low power/low interest = Monitor (minimal effort).

What is the Plan-Do-Check-Act (PDCA) cycle used for in continuous improvement?

It is an iterative four-step cycle for continuous improvement: Plan a change, Do (implement on a small scale), Check (review results against expectations), and Act (standardise if successful or adjust and repeat).

What is the purpose of process mapping, and what does a swimlane diagram add?

Process mapping visually documents the steps, inputs and outputs of a process to understand and improve it. A swimlane diagram additionally assigns each step to the person, role or department responsible, clarifying hand-offs.

In standard flowchart notation, what do a rectangle, a diamond and an oval represent?

A rectangle represents a process step/action, a diamond represents a decision point (yes/no branch), and an oval represents the start or end (terminator) of the process.

What is a Lean approach's definition of 'waste', and name two of the common types.

Waste (muda) is any activity that consumes resources without adding value for the customer. Common types include overproduction, waiting, transport, over-processing, inventory, motion and defects.

What is the difference between leading and managing a team?

Managing focuses on planning, organising and controlling tasks and resources to meet objectives; leading focuses on inspiring, motivating, setting direction and influencing people to follow a shared vision.

What is the difference between coaching and mentoring?

Coaching is usually short-term and task/performance-focused, helping someone improve specific skills, often through questioning. Mentoring is a longer-term relationship where an experienced person offers broader guidance, advice and career development support.

In the GROW coaching model, what does each letter stand for?

Goal (what you want to achieve), Reality (current situation), Options (possible courses of action), and Will/Way forward (commitment to specific actions).

What are key performance indicators (KPIs), and what makes a good one?

KPIs are measurable values that show how effectively objectives are being achieved. Good KPIs are specific, measurable, relevant to objectives, time-bound and based on reliable data, allowing performance to be monitored and improved.