6. Managing Relationships

Question 1

What is a team?

Answer 1

A collaboration of individuals who perceive themselves to be a group

• common purpose
• accepted roles
• voluntary membership

Question 2

What is the difference between a team and a group?

Answer 2

A team has a common purpose and allocated membership

Question 3

What are Tuckman’s 4 stages of forming teams?

Answer 3

1. Forming
2. Storming
3. Norming
4. Performing

Question 4

What are the 3 key elements of the forming stage?

Answer 4

1. Members act independently
2. Members are on their best behavior
3. Supervision is directive

Question 5

What are the 3 key elements of the storming stage?

Answer 5

1. Team addresses how they will function
2. Storming can be resolved quickly or may result in conflict
3. Supervisions more accessible but still directive

Question 6

What are the 4 key elements of the norming stage?

Answer 6

1. Members adjust their behaviour towards teamwork
2. Rules and behaviours are agreed
3. Trust and motivation build
4. Supervisiors are more participative

Question 7

What are the 2 risks of the norming stage?

Answer 7

Stifled creativity and stifled healthy dissent (groupthink)

Question 8

What are the 3 key elements of the performing stage?

Answer 8

1. Team members are independent and motivated
2. Dissent is expected and channeled positively
3. Supervisors are participative

Question 9

What is the main risk associating with the performing stage?

Answer 9

Adjourning - group go on auto pilot if this stage runs too long

Question 10

What are Peters and Waterman’s 4 main characteristics of successful teams?

Answer 10

1. Small size
2. Limited time on one task
3. Voluntary membership
4. Informal communication mechanisms

Question 11

What is role theory?

Answer 11

A theory which discusses various considerations that influence how individuals carry out their roles and hence how effective the teams are

Question 12

What are the 6 elements of role theory?

Answer 12

1. Behaviour
2. Signs
3. Set
4. Ambiguity
5. Conflict
6. Incompatibility

Question 13

Concerning Belbin’s 8 roles in an effective team, what is a Plant?

Answer 13

Creative, imaginative, solves problems

Question 14

Concerning Belbin’s 8 roles in an effective team, what is a Resource Investigator?

Answer 14

Networker

Question 15

Concerning Belbin’s 8 roles in an effective team, what is a Chairman/Co-ordinator?

Answer 15

Ensure all are contributing and acting fairly

Question 16

Concerning Belbin’s 8 roles in an effective team, what is a Shaper?

Answer 16

Loves challenge and thrives on pressure, can overcome obstacles

Question 17

Concerning Belbin’s 8 roles in an effective team, what is a Monitor-Evaluator?

Answer 17

Sees all options and judges accurately

Question 18

Concerning Belbin’s 8 roles in an effective team, what is a Team Worker?

Answer 18

Ensures interpersonal relations are maintained

Question 19

Concerning Belbin’s 8 roles in an effective team, what is a Company Worker?

Answer 19

Practical thinker, creates systems and processes

Question 20

Concerning Belbin’s 8 roles in an effective team, what is a Completer Finisher?

Answer 20

Detail person, focus on quality and timeliness

Question 21

Concerning Belbin’s 8 roles in an effective team, what is a Specialist?

Answer 21

Brings specialist knowledge to the team

Question 22

What was Vail’s contribution to team performance theory?

Answer 22

Teams are like systems, they must have clear broad aims, clear objectives, strong leadership and development of new methodologies

Question 23

What is motivation?

Answer 23

The urge to take action to achieve something or to avoid something

Question 24

What was Taylor’s contribution to motivation theory?

Answer 24

Humans are rational economic beings, who want to develop and get paid

Question 25

What were Schein's 4 categories of 'motivated man'?

Answer 25

1. Rational Economic Man 2. Social man 3. Self actualizing man 4. Complex man

Question 26

What was Douglas McGregor's contribution to motivation theory?

Answer 26

X-Y Theory

Question 27

What does a Theory X manager believe vs a Theory Y manager?

Answer 27

People dislike work and must be forced, vs people will seek to perform well and achieve objectives

Question 28

What was Maslow's contribution to motivation theory?

Answer 28

The Hierarchy of needs

Question 29

What are the 5 levels of the Hierarchy of Needs?

Answer 29

1. Physiological 2. Safety 3. Social 4. Self Esteem 5. Self Actualisation

Question 30

What was Herzberg's contribution to motivation theory?

Answer 30

Motivation-hygiene theory

Question 31

What are hygiene factors?

Answer 31

Factors that do not give satisfaction or motivation but who's absence will cause dissatisfaction

Question 32

What are motivating factors?

Answer 32

Factors which can motivate when present

Question 33

How does Hertzberg suggest that motivation can be increased?

Answer 33

Job redesign

Question 34

What are the three approaches to job redesign?

Answer 34

1. Job rotation (swapping tasks) 2. Job enlargement (more of the same) 3. Job enrichment (depth)

Question 35

What is Hackman and Oldham's contribution to management theory?

Answer 35

Motivating Potential Score (MPS)

Question 36

What are the 5 job characteristics measured in MPS scoring?

Answer 36

1. Skill variety 2. Task identity 3. Task significance 4. Autonomy 5. Feedback

Question 37

What is equity theory?

Answer 37

People will be more motivated if they feel they are being treated fairly

Question 38

What are the 4 forms of feedback?

Answer 38

1. Intrinsic 2. Extrinsic 3. Concurrent 4. Delayed

Question 39

What are the 3 conditions for effective feedback?

Answer 39

1. Clear 2. Frequent 3. Unbiased

Question 40

What is it called when some of the meaning of 'transmission' in communication is lost?

Answer 40

Noise

Question 41

What are the 3 main benefits of digital communication?

Answer 41

1. Communication is recorded 2. Can be shared widely so all can participate 3. Lack of formality can improve communication

Question 42

What are the 4 main drawbacks of digital communication?

Answer 42

1. Reduced physical contact loses visual cues 2. Mistakes are recorded permanently 3. Can take unnecessary time to review 4. Misunderstandings can occur

Question 43

What is negotiation?

Answer 43

The process of communicating with the aim of reaching a mutual agreement

Question 44

What are the 4 phases of negotiation?

Answer 44

1. Preparation 2. Opening 3. Bargaining 4. Closure

Question 45

What are the 3 main features of the preparation phase of negotiation?

Answer 45

1. Learn all information and analyze the problem 2. Establish rapport 3. Set goals and expectations 4. Establish negotiation plan and budget

Question 46

What are the 2 main features of the opening phase of negotiation?

Answer 46

1. Establish logistics | 2. Opening offers

Question 47

What are the 3 main features of the bargaining phase of negotiation?

Answer 47

1. Subsequent offers 2. Tactics 3. Concessions and resolution

Question 48

What are the 3 main features of the closing phase of negotiation?

Answer 48

1. Logistics 2. Documentation 3. Emotional closure

Question 49

What is persuasion?

Answer 49

Influencing the other party to accept your point of view

Question 50

What is compromise?

Answer 50

Both parties moving closer towards each others position

Question 51

What are Cialdini's 6 weapons of influence?

Answer 51

1. Reciprocity 2. Commitment and Consistency 3. Social proof 4. Liking 5. Authority 6. Scarcity

Question 52

What are Thomas-Kilmann's 5 strategies for handling disputes and conflict?

Answer 52

1. Avoiding (low co-operation, low assertiveness) 2. Competing (low co-operation, high assertiveness) 3. Accommodating (high co-operation, low assertiveness) 4. Collaborative (high co-operation, high assertiveness) 5. Compromising (middle ground)

Question 53

What are Mainwaring's 4 strategies for handling conflict?

Answer 53

1. Stimulation and orchestration 2. Suppression 3. Reduction 4. Resolution

Question 54

What is counselling?

Answer 54

One to one individual sessions between an employee and counsellor

Question 55

What is mediation?

Answer 55

An informal process in which an impartial person facilities discussion and negotiation between the two conflicting parties

Question 56

According to Charles Handy, what are 4 key environmental strategies to resolve conflict?

Answer 56

1. Agree objectives 2. Strengthen culture 3. Improve communication 4. Clear roles

Question 57

According to Charles Handy, what are 4 key regulation strategies to resolve conflict?

Answer 57

1. Rules and procedures 2. Area and process for conflict resolution 3. Separate physically 4. Ignore

Question 58

What are Cyert and March's 4 strategies for resolving stakeholder conflict?

Answer 58

1. Satisficing 2. Sequential attention 3. Side payments 4. Exercise of power