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2014 AOC Review > 2014 Management > Flashcards

2014 Management Flashcards

1
Q

What is the job of every leader?

A

Add value through people

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2
Q

What are the four basic management skills to build the foundation of the Management Skills Pyramid?

A

Plan
Organize
Direct
Control

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3
Q

Get the work done, develop staff, improve self, and success are what?

A

Management Skills Pyramid

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4
Q

To communicate thought and idea clearly without confusion or to inform or persuade are the goals of what

A

The goal of a presentation

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5
Q

What is the #1 fear in America

A

Speaking in public

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6
Q

What are the seven steps to a presentation?

A 
1 know purpose
2 know your audience
3 gather and organize
4prepare for questions/answers
5 prepare props
6 rehearse
7 Deliver with style
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7
Q

What is the standard format of a presentation

A

Introduction
body
conclusion

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8
Q

Name the three steps used to move in the Nexus

A

Identify your spectrum
Identify their spectrum
Shift your style and change your behavior so that you interact in ways that are meaningful to the other person

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9
Q

What are two barriers to effective communication?

A 
External barriers (noise, disruptions, phone calls, emails0
Environmental Barriers (Distractions, Disturbances, Diversions, Discomfort)
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10
Q

According to THE 7 HABITS OF HIGHLY EFFECTIVE PEOPLE by Dr. Steven R Covey, What are the five levels of listening?

A 
1 ignoring
2 Pretending
3 Selective Listening
4 Attentive Listening
5 Empathic Listening
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11
Q

Name the four Communication styles

A

Aggressive
Assertive
Passive
Passive-Aggressive

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12
Q

The process of sharing meaning and understanding by means of exchanging information between people is __________

A

Communication

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13
Q

By what means can you communicate?

A

Speaking, writing, or using a common system of signs and behavior

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14
Q

Message sent, message received is what?

A

good communications

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15
Q

Be sincere, focus on people, express feelings are a few things you should do when talking to a _______?

A

Blue

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16
Q

Freedom and options, competent but organized are needs for an ______

A

Orange

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17
Q

Factual and Logical, unemotional, needs to see complete picture, need time to think, what am I?

A

Green

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18
Q

Concise and laid out plans, appreciate their time, follow & enforce rules are traits on green - True/False

A

False

GOLD

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19
Q

When referring to dealing with a difficult conversation, what does STAR stand for in the STAR model?

A

What is the SITUATION or TASK? What is the ACTION taken? What is the RESULT?

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20
Q

The thinking process that we go through, usually without realizing it, to get from a fact to a decision or action is know as_________

A

Ladder of Inference

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21
Q

Effective communication occurs when both sender and receiver interpret a message in the same way True/False

A

True

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22
Q

Blake and Mouton’s Managerial Grid was based on two dimensions that they renamed
Concern for ___________ and
Concern for ___________

A

Concern for production

Concern for People

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23
Q

What are the FIVE parts of Maslow Hierarchy of Needs?

A 
1 Physiological
2 Safety
3 Love/Belonging or Social
4 Esteem
5 Self-actualization
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24
Q

Describe Compass vs Clock

A

Compass - where you are headed

Clock When you are headed

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25
Q

What are the FIVE steps to delegate?

A
  • Clearly articulate the desired outcome
  • Identify any constraints or boundaries
  • ask them to repeat the instruction
  • Provide support and answer questions
  • Monitor progress, give feedback and coaching
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26
Q

What are the four areas to “Sharpen the Saw”?

A

physical
social/emotional
mental
spiritual

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27
Q

As a __________ you are accountable for setting Vision & Goals, Planning & Professionalism

A

Leader

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28
Q

Multi-tasking should be done as much as possible True/False

A

False - not when accuracy is important

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29
Q

How do you establish accountability

A

Institute roles and responsibilities
set standard and expectations
Educate and motivate

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30
Q

Planning comes first. How do you plan?

A
  • establish goals
  • focus on top priorities
  • eliminate the unimportant
  • Plan, daily, weekly, monthly, and yearly
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31
Q

Clarity, Challenge, Commitment, Feedback, and Task Complexity are five principles in goal setting T/F

A

True

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32
Q

80% effort will only get you 20% results refers to

A

Pareto Principle

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33
Q

When Organizing paperwork, What is the RAFT model?

A

R Respond to it
A Assign it
F File it
T Trash it

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34
Q

The Bin System is used to gain control of all backlogged work and to bring the court up to date. It is a great management tool and allows for cross training for personnel in the Municipal Court. T/F

A

True

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35
Q

What six things do you need to clarify to an employee in order to delegate effectively.

A

Who What When Where Why and How

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36
Q

What are two principles in making ethical and effective decisions?

A

Power - We have the power to decide what we want to do

Responsible - We are responsible for the consequences of our choices

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37
Q

Policies, Legal, Universal, Self (PLUS) is a filter used in what?

A

Ethical Decision Making

38
Q

Five approaches to ethics are virtue, utilitarian, rights, fairness or justice, and common good. T/F

A

True

39
Q

What are three quick tests for ethical and effective decision making?

A

The Butterfly Test - the self test often manifests itself with physical sense of discomfort

The Authority Test - how would you feel if a person in authority knew about it/

The Public Scrutiny Test - What if it was made public?

40
Q

The word Ethics comes from the Greek word Ethos meaning customer/character, T/F

A

True

41
Q

Emotional Intelligence (EQ) is the ability, skill or a self-perceived ability to identify, assess, and control the emotions of oneself, of others and of groups T/F

A

True

42
Q

What are the five skills of Emotional Intelligence: otherwise known as Goleman’s Model

A
  1. Self - awareness
  2. Self Management
  3. Social Awareness
  4. Empathy
  5. Relationship Management
43
Q

What are the ABCDE’s of Self-Talk?

A 
Adversity
Belief
Consequences
Disputation
Energized
44
Q

What are the two most important elements to social awareness?

A

Listening and observing

45
Q

Empathy means recognizing and responding appropriately to, the emotions of others. T/F

A

True

46
Q

Blues are _________ oriented

A

People

47
Q

Oranges are ______ orientated

A

Action

48
Q

Greens are _______ oriented

A

Knowledge/product

49
Q

Golds are _____ oriented

A

Task/Process

50
Q

What are ANTS

A

Automatic Negative Thoughts

51
Q

The cycle of forming expectations, communicating expectations, expectations are matched and expectations come true is known as the __________

A

Pygmalion Expectations cycle

52
Q

What is MBWA stand for?

A

Manage By walking Around

53
Q

What does PDCA stand for, when referring the Deming Cycle?

A

PLAN establish goals
DO assign work
CHECK Follow-up on performance
ACT reinforce success or need for improvement

54
Q

_______ensures that all of your team members learn how to perform the daily processes from the start of each process to its completion.

A

Cross training

55
Q

What re the five C’s of a team?

A 
Collaboration
Coordination
Collegiality
Coaching
Communication among each other
56
Q

What are the four staged of Team Development, also known as the team development model?

A

Forming
Storming
Norming
Performing

57
Q

What does TEAM stand for

A

Together
Everyone
Accomplishes
More

58
Q

________ is the interaction of two or more agents or forces so that their combined effect is greater than the sum of their individual effect

A

Synergy

59
Q

Sense of community, lifting powers of others, sharing tasks, encouragement and standing by each other in difficult times are team building lessons we learn from GEESE, T/F

A

True

60
Q

Justice should be

A

Fair - Efficient - Prompt

61
Q

Over crowded court sessions, large number of cases in backlog and multiple adjournments are symptoms of _______, which results in problems for defendants the public, and the court.

A

lack of control

62
Q

Increased adjournments may result in delay in individual cases, greater clerical staffing adjournments and lawyers becoming reluctant to prepare for trial/hearings T/F

A

true

63
Q

DCM - Differentiated Case Management is defined as the court supervision of case progress that explicitly recognizes that cases vary in resource requirements (judicial, staff and attorney) to achieve timely and just dispositions. In short Identifying and scheduling cases by degree of difficulty. T/F

A

True

64
Q

Define factors that differentiate cases, grouping cases in terms of these factors, procedures for screening cases according to factors and criteria and tracks for each category/group are for components of

A

Differentiated Case Management

65
Q

What are some strategies used to gain control to manage caseflow and control back log?

A
  • Stagger court sessions
  • New Technology - Video Conferencing, Telephonic Interpretation
  • Individual and Master Calendars
66
Q

How do we set smart goals, using SMART?

A 
Specific
Measurable
Agreed upon
Realistic and 
Time framed
67
Q

What are three monthly reports that should be reviewed regarding case management?

A

Monthly Management Report
Tickets Assign, Not Issued
Case Status Report

68
Q

This report gives you a picture of the over all health of the court….

A

Monthly Management Report

69
Q

When creating an action plan, you should….

A

Identify issues
Set goals and objectives for the future
Select the necessary activities
Establish accountability

70
Q

How do you calculate backlog?

A

Current backlog divided by the preceding 12 months average monthly filings then multiple by 100

71
Q

What are our Judicial Goals? (4)

A

1 Equal treatment of all defendants by the court
2 Timely dispositions consistent with the circumstance of individual cases
3 Enhancement of the quality of the judicial process
4 Public confidence in the court as an institution

72
Q

What are some symptoms of lack of control?

A
  • large number of cases in backlog
  • false court dates
  • overcrowded court sessions
  • unclear assignment of duties
  • lengthy or non-existent follow up on reports
  • Numerous adjournments
73
Q

A _________ is a planning technique used too establish a strategy in order to close the gap to future plans.

A

Gap Analysis

74
Q

What are the five segments of the Diversity Wheel?

A 
1 Core
2 Personal
3 Experience
4 Situational
5 Organizational
75
Q

This policy, that became effective January 31, 2011, recognizes the growing utilization of social media tools and cautions employees of violating the code of conduct even through inappropriate use of social media tools

A

Policy for use of social media by judiciary employees

76
Q

R.1:41-3 is the rule that states all current non-certified court directors, court admin, and deputy CA shall obtain conditional accreditation by _______ Which is 6 month from the effective date of this rule.

A

March 13, 2012

77
Q

All non-certified MC directors, CA, and deputy CA shall obtain full accreditation by ________, three years from effective date R.1:41-3.

A

September 13, 2104

78
Q

Creates a new order, defines risk, is opportunity focused, takes comfort in ambiguity, is opportunity centric, is big picture oriented and is innovative are all traits that describe a _________

A

leader

79
Q

Maintains existing order, de-risks, is resource focused, takes comfort in clarity, is constraint centric, is detail oriented and is adaptive are all traits that describe a _______

A

Manager

80
Q

Leaders are __________oriented

A

People

81
Q

managers are ______ oriented

A

task

82
Q

What are the three parts of assertive communication/

A

1 statement the problem
2 statement of what you want
3 Why it is important

83
Q

_______ is doing everything you can do to prepare and deliver a message that clearly describes your position and minimizes defensiveness in the other person

A

initiating

84
Q

Initiating skills help you to

A
  • express your ideas clearly and directly
  • discloses you feelings honestly without causing defensiveness
  • Describes the other person’s behavior without attacking character
  • influence the other person to change without causing resentment
  • Specify exactly what you want in clear objective terms
85
Q

AID can be used for both developmental and motivational issues. What does AID stand for?

A 
A Action (what the person did)
I Impact ( the impact of the action)
D Do (what you would like that person to do now)
86
Q

What are the four quadrants of the Time Management Matrix

A

Important and Urgent - Do it now
Urgent but not important - Do it now
Important but not Urgent - Plan time carefully
Not important and not urgent - Do when time allows

87
Q

Organize the work! What is the order of our six daily priorities.

A

1 immediately docket new cases
2 process and deposit monies
3 perform post-court duties
4 forward indictable complaints to prosecutor
5 establish court calendar
6 carry out routine procedures (FTA, bench warrants)

88
Q

When referring to the Situational Leadership Model, what is the focus on when a leader is “directing’?

A

Orienting, prioritizing, teaching, and monitoring

89
Q

When referring to the Situational Leadership Model, what is the focus on when a leader is “coaching”?

A

explaining/clarifying, redirecting, praising, and encouraging

90
Q

When referring to the Situational Leadership Model, what is the focus on when a leader is “supporting”?

A

asking, listening, collaborating, appreciating, reassuring

91
Q

When referring to the Situational Leadership Model, what is the focus on when a leader is “delegating”?

A

Allowing, trusting, acknowledging, challenging

92
Q

How do you communicate effectively, using the Chinese symbol for listen?

A

Listen with your ears, heart, and undivided attention

2014 AOC Review (5 decks)

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