Part 02
Read the text below and answer Questions 15–21.

Types of training in business

The type of training provided in a business will depend on the resources available for training, the type of company, and the priority the company places on training.

Technical training is a type of training meant to teach the new employee the technological aspects of the job. For example, in a consulting business, technical training might be used so the consultant knows how to operate the system to input the number of hours that should be charged to a client. In a restaurant, the server might need to be trained on how to process customers’ orders using a tablet.

In production focussed businesses, quality training involves familiarizing employees with the means of preventing, detecting, and eliminating non-quality products. In a world where quality can set your business apart from competitors, this type of training provides employees with the knowledge to recognize products that are not up to quality standards and teaches them what action to take in this scenario. This type of training can result in cost savings in production as well as provide an edge in the marketing of the product.

Skills training includes proficiencies needed to actually perform the job. For example, an administrative assistant might be trained in how to answer the phone, while a salesperson might be trained in assessment of customer needs and on how to offer the customer the necessary information to make a buying decision. A cashier needs to know not only the technology to ring something up on the till, but what to do if something has been given the wrong price.

A fourth type of training is called ‘soft skills’ training. Soft skills refer to personality traits and personal habits that may influence relationships with other people. Executives say there is an increasing need for people who have not only the technical skills to do a job but also the necessary soft skills, such as being good at different types of communication, including listening to colleagues and customers. In a retail or restaurant environment, essential soft skills might include how to motivate others, establish rapport and keep a conversation going. Skills such as these are used in every interaction with customers and are a key component of the customer experience.

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Read the text below and answer Questions 22-27.

The small business lifecycle

From the moment you make the decision to set up a business, you’re in the ‘business lifecycle’. This will see you progress from idea to startup, and if successful, through to the growth and maturity phases.

Stage 1 is Initial Development. This is the very beginning of the business lifecycle. You’ve got your business idea and you’re ready to take the plunge. But before you do this you should get as many opinions as possible from friends, family, colleagues, or any industry specialists you have access to. Ultimately, the success of your business will come down to your own abilities, the state of the market and, of course, the decisions you make about the source of finance for your startup.

Once you’re satisfied that your idea is ready to go, you move on to Stage 2, which is Startup. Many believe this is the riskiest stage of the entire lifecycle, since mistakes made then can have an impact many years later. Based on the feedback from your first customers, you have to be ready to adapt your product or service. It can even get to the point where you are making so many changes to it that you start to feel a bit confused about what you’re doing. Don’t worry—this feeling will soon disappear as your company develops.

Stage 3 is Establishment. You should now be seeing your profits improve slowly and steadily, but you may struggle to divide the time available to you between the growing demands of your business. Employing the right people is essential, so you need to take a major part in recruitment. It is your job now to start establishing order and cohesion as you mobilize your team according to clearly defined and communicated goals.

By Stage 4, Expansion, you may see rapid growth in profits and wish to move forward. However, you need to be aware of the risks of expanding too carelessly, and should keep an eye on how far expansion might affect the quality of what you provide to your existing customers.

Stage 5 is Maturity. Here you may wish to further expand the business. Many companies in this situation bring in a new leader at this stage, to face the new challenges. Other entrepreneurs may decide that they should sell the company at this stage, and move on to a new project.