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CIMA - E2 > 6. Managing Relationships > Flashcards

6. Managing Relationships Flashcards

1
Q

What is a team?

A

A collaboration of individuals who perceive themselves to be a group

  • common purpose
  • accepted roles
  • voluntary membership
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2
Q

What is the difference between a team and a group?

A

A team has a common purpose and allocated membership

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3
Q

What are Tuckman’s 4 stages of forming teams?

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

What are the 3 key elements of the forming stage?

A
  1. Members act independently
  2. Members are on their best behavior
  3. Supervision is directive
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5
Q

What are the 3 key elements of the storming stage?

A
  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
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6
Q

What are the 4 key elements of the norming stage?

A
  1. Members adjust their behaviour towards teamwork
  2. Rules and behaviours are agreed
  3. Trust and motivation build
  4. Supervisiors are more participative
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7
Q

What are the 2 risks of the norming stage?

A

Stifled creativity and stifled healthy dissent (groupthink)

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8
Q

What are the 3 key elements of the performing stage?

A
  1. Team members are independent and motivated
  2. Dissent is expected and channeled positively
  3. Supervisors are participative
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9
Q

What is the main risk associating with the performing stage?

A

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

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10
Q

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

A
  1. Small size
  2. Limited time on one task
  3. Voluntary membership
  4. Informal communication mechanisms
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11
Q

What is role theory?

A

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

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12
Q

What are the 6 elements of role theory?

A
  1. Behaviour
  2. Signs
  3. Set
  4. Ambiguity
  5. Conflict
  6. Incompatibility
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13
Q

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

A

Creative, imaginative, solves problems

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14
Q

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

A

Networker

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15
Q

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

A

Ensure all are contributing and acting fairly

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16
Q

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

A

Loves challenge and thrives on pressure, can overcome obstacles

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17
Q

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

A

Sees all options and judges accurately

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18
Q

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

A

Ensures interpersonal relations are maintained

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19
Q

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

A

Practical thinker, creates systems and processes

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20
Q

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

A

Detail person, focus on quality and timeliness

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21
Q

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

A

Brings specialist knowledge to the team

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22
Q

What was Vail’s contribution to team performance theory?

A

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

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23
Q

What is motivation?

A

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

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24
Q

What was Taylor’s contribution to motivation theory?

A

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

25
Q

What were Schein’s 4 categories of ‘motivated man’?

A
  1. Rational Economic Man
  2. Social man
  3. Self actualizing man
  4. Complex man
26
Q

What was Douglas McGregor’s contribution to motivation theory?

A

X-Y Theory

27
Q

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

A

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

28
Q

What was Maslow’s contribution to motivation theory?

A

The Hierarchy of needs

29
Q

What are the 5 levels of the Hierarchy of Needs?

A
  1. Physiological
  2. Safety
  3. Social
  4. Self Esteem
  5. Self Actualisation
30
Q

What was Herzberg’s contribution to motivation theory?

A

Motivation-hygiene theory

31
Q

What are hygiene factors?

A

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

32
Q

What are motivating factors?

A

Factors which can motivate when present

33
Q

How does Hertzberg suggest that motivation can be increased?

A

Job redesign

34
Q

What are the three approaches to job redesign?

A
  1. Job rotation (swapping tasks)
  2. Job enlargement (more of the same)
  3. Job enrichment (depth)
35
Q

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

A

Motivating Potential Score (MPS)

36
Q

What are the 5 job characteristics measured in MPS scoring?

A
  1. Skill variety
  2. Task identity
  3. Task significance
  4. Autonomy
  5. Feedback
37
Q

What is equity theory?

A

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

38
Q

What are the 4 forms of feedback?

A
  1. Intrinsic
  2. Extrinsic
  3. Concurrent
  4. Delayed
39
Q

What are the 3 conditions for effective feedback?

A
  1. Clear
  2. Frequent
  3. Unbiased
40
Q

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

A

Noise

41
Q

What are the 3 main benefits of digital communication?

A
  1. Communication is recorded
  2. Can be shared widely so all can participate
  3. Lack of formality can improve communication
42
Q

What are the 4 main drawbacks of digital communication?

A
  1. Reduced physical contact loses visual cues
  2. Mistakes are recorded permanently
  3. Can take unnecessary time to review
  4. Misunderstandings can occur
43
Q

What is negotiation?

A

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

44
Q

What are the 4 phases of negotiation?

A
  1. Preparation
  2. Opening
  3. Bargaining
  4. Closure
45
Q

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

A
  1. Learn all information and analyze the problem
  2. Establish rapport
  3. Set goals and expectations
  4. Establish negotiation plan and budget
46
Q

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

A
  1. Establish logistics

2. Opening offers

47
Q

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

A
  1. Subsequent offers
  2. Tactics
  3. Concessions and resolution
48
Q

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

A
  1. Logistics
  2. Documentation
  3. Emotional closure
49
Q

What is persuasion?

A

Influencing the other party to accept your point of view

50
Q

What is compromise?

A

Both parties moving closer towards each others position

51
Q

What are Cialdini’s 6 weapons of influence?

A
  1. Reciprocity
  2. Commitment and Consistency
  3. Social proof
  4. Liking
  5. Authority
  6. Scarcity
52
Q

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

A
  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)
53
Q

What are Mainwaring’s 4 strategies for handling conflict?

A
  1. Stimulation and orchestration
  2. Suppression
  3. Reduction
  4. Resolution
54
Q

What is counselling?

A

One to one individual sessions between an employee and counsellor

55
Q

What is mediation?

A

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

56
Q

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

A
  1. Agree objectives
  2. Strengthen culture
  3. Improve communication
  4. Clear roles
57
Q

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

A
  1. Rules and procedures
  2. Area and process for conflict resolution
  3. Separate physically
  4. Ignore
58
Q

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

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

CIMA - E2 (8 decks)

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