1.1 A Research has to do with a continuous search for new knowledge and insight by means of scientifically planned and executed action. B Public administration is concerned with handing public matters and the management of the business in such a way that resources are used efficiently to promote the general welfare of the public. C Organisational development refers to a systematic, and planned effort to bring about organisational change. D Coercion is when a negotiating party is in opposition of authority (or thinks it is) attempts to force the other party or parties to compromise. E Collective bargaining is a process whereby negotiating parties exchanged alternatives and options, and each party makes concessions. (5) 1.2 Restate any five basic values and principles that governs the entire public service and its officials. (5) 1.3 Outline and briefly explain the process of analysing policies. (10) Public Administration 3 Page 3 of 4 Question 2 Answer the following questions: [10] 2.1 Outline and explain any five factors from the model for participative management. (10) SECTION B Question 3 Answer the following questions: [30] 3.1 Do you agree that load-shedding recently experienced in South Africa is a national crisis? Yes/No. Explain the reasons for your answer by supporting your choice. General question. Relate your answer to the definition of a national crises and disaster. (15) 3.2 Demonstrate your understanding on the three types of institutions constituting the government, also known as the branches or authorities of government. (15) SECTION C Question 4 Answer the following questions: [20] 4.1 How can you explain the basic approach of the Delphi technique? (5) 4.2 Assume you are a Director for managers responsible for front-line employees in customer care/ call centre business unit. A number of five new managers are appointed to join the short-staffed team at Call Centre and are expected to resume duty immediately. What will be your training priorities in line with the skills required as a call centre agent (15) Public Administration 3 Page 4 of 4 suitable for your business unit? List them and briefly explain the importance of management training and development in South Africa in respect of the training priorities. (15) Question 5 Short Case Study Read the case study in Annexure A below answer the questions that follow: [20] Annexure A: Employee victimisation Mamsys supervisor will always shout at her, and deny her to take annual leaves even if its important for her to be away or home. Her supervisor will also question medical certificates when Mamsy is back from the sick leave. All the work that needs prioritisation or which is urgent is thrown to her. Mamsy will work extra hours every day, coming in early and leaving late after knock- off time. The supervisor from the other section noticed such incidents and told Mamsy that such treatment cannot be tolerated in the workplace, so she can lodge a grievance against her supervisor. 5.1 Provide a clear and brief discussion of the term grievance in assisting Mamsy to understand the type of victimization she has been encountering. Thereafter, assist Mamsy in filling a formal grievance against her supervisor? NB: Students are expected to provide definition of grievance, and writing a report on a formal grievance procedure.