3.0 People Management Flashcards
3.1.1 - What are the characteristics of a team?
> Work together to complete a task
> Assist one another
> Share ideas
> Listen actively to each other
> Support one another
> Respect the abilities of all team members
> Behave courteously towards all team members
> Participate and contribute equally
3.1.2 - List the characteristics of a supportive workplace:
> Rapport among team members
> Leadership and empowerment from management
> A willingness among team members to collaborate and assist other team members
> Responsible and trustworthy team members
> Honest, trusted two-way communication between management and employees
> Clear job descriptions that map to actual duties and responsibilities
> Individual and team reward and recognition programs
> Fair and consistent policies concerning the performance of duties
3.1.3 - Define responsibilities of members in a team environment
> Sharing knowledge and ideas in of members in team discussions and activities
> Respecting other team members
> Being receptive to the ideas of other team members
> Being punctual—arriving promptly for meetings and for work
> Taking personal accountability for one’s
actions and fulfilling one’s responsibilities
3.1.4 - List the benefits of teamwork
> Synergy—the results of combined efforts will be
greater than the equal amount of individual effort
> Increased motivation and job satisfaction
> A team that is flexible and adaptive to change, thus providing high-quality service
> A team with collective knowledge, collaboration, and resourcefulness
> Team members that are more committed because
they have a sense of ownership in decisions
> Enhanced communication
3.1.5 - Identify characteristics of successful teams
> Have clear goals, objectives, and expectations
> Achieve their goals in a coordinated, effective manner
> Encourage trust among team members
> Are willing to help and defend each other
> Receive leadership and support from management
> Share knowledge among team members
> Benefit from incentives and recognition
> Communicate effectively within and outside of the team
> Create, update, and follow
processes to ensure quality
> Encourage participation in decision making
> Provide for the recognition of individual and team performance
> Are well regarded within the organization
3.2.1 -List the techniques for establishing effective relationships with other departments
> Be aware of how your team contributes to the success of other teams
> Treat others as you would like to be treated
> Treat others in your department as if they were your customers
> Understand the responsibilities and
roles of other departments
> Inform other departments about the roles and responsibilities of your group
> Focus on the steps necessary to resolve the incident or service request, not on blaming others
> Look for opportunities to share information
> Adopt a “We’re all on the same team” attitude
> Recognize others for their contributions
> Optimize your communication
to suit your audience
3.3.1 - Define Stress
> A reaction to change
> A natural reaction that can have a positive or negative impact
> A feeling caused by being prevented from achieving a desired outcome
3.3.2 - Identify causes of stress
> Too much work for available staff
> Not enough time or ineffective use of one’s time
> Personal situations and conflicts
> Lack of knowledge or training
> Feeling out of control
> Lacking confidence in management and colleagues
> Physical obstacles, such as illness or disability
> Environmental obstacles, such as temperature
> Lack of self-confidence
3.3.1 - List common physical symptoms of stress
> Increased heart rate
> Increased blood pressure
> Perspiration
> Muscle tension
> Fatigue
> Tightness in the neck and shoulders
> Higher incidence of influenza, colds, and chills
> Backache
> Problems sleeping
> Irritability and short-temperedness
> Headache
> Stomach ache
> Difficulty concentrating
> Dermatological problems
3.3.4 - List techniques for managing stress
> Prioritize goals and set realistic expectations
managing stress.
> Take deep breaths
> Take breaks and lunches
> Talk about your concerns
> Confront the issues that are causing stress
> Exercise
> Consider buying or adopting a pet
> Manage your time more effectively, possibly using a time management tool
> Broaden your interests with a hobby or social life outside of work
> Give something back to the
community (i.e., volunteer)
> Adopt a more balanced diet
