Building Personal Capability Flashcards
Domain 1
What are the 6 Cs of communication?1.1.1
Clear, Correct, Complete, Concise, Coherent, Courteous
What are the four elements of a compelling message?1.1.1
- Benefit to the listener - WIIFM 2. Unique message 3. Present data 4. Call to action
Name three barriers to effective communication.1.1.1
physical; perceptual; emotional; interpersonal; inability to listen; language; cultural, gender or other differences.
How can you overcome communication barrieres?1.1.1
- Identify the barrier 2. Determine the reason for the barrier 3. Identify the cause of the barrier 4. Create a plan to overcome the barrier
Identify 5 levels of listening.1.1.2
- Passive listening 2. Listening for knowledge 3. Active listening 4. Listening for clarification 5. Empathetic listening
What are Attending and focusing skills?1.1.2
Attending and focusing skills are nonverbal messages that show caring and listening.
What are Following skills1.1.2
Following skills help people stay focused on the speaker.
What are Reflection skills?1.1.2
Reflection skills are used during Active Listening. Examples include paraphrasing, reflecting feelings, summative reflections.
If nonverbal messages conflict with verbal messages, which will the listener trust more?1.1.2
Listeners will place more trust in nonverbal messages.
Name three types of nonverbal messages.1.1.2
Patterns of movement Facial expressions Eye contact
How can word choice affect communication?1.1.2
The right words ensure that those listening will be receptive to learning and understanding the messages.
How are communication strategies used in the workplace?1.1.3
Communication strategies are used to inform and influence audiences.
List the three elements of persuasive communication.1.1.4
Reason, Credibility, Emotion
True or False. To persuade a person is to defeat them1.1.4
False. Persuasion means to win others over, not defeat them.
Name the five greatest risks to influence.1.1.4
Relationships, Credibility, Communication mismatchers, Belief systems, Needs.
List the four communication styles.1.1.4
- Analytical 2. Amiable 3. Drivers 4. Expressive
What are the three kinds of empathy?1.2.3
Cognitive empathy, Emotional empathy, Empathetic concern.
Which type of empathy do you need to coach others?1.2.3
Emotional empathy.
True or false. It is possible to eliminate prejudice.1.2.3
False. It’s almost impossible to eliminate the emotions of prejudice because they are formed early in life.
List the five competencies of emotional intelligence.1.2.2
Personal includes self-awareness, self-regulation, and motivation. Social includes empathy and social skills.
What does resilience mean?1.2.6
Resilience is the capacity to adapt and recover quickly when something does not go as planned.
What is the first step of problem-solving?
Effective decision making depends on defining the problem.
True or false. A problem should be stated as an action.1.2.7
False. A problem is a discrepancy between what is and what should be. It should be stated in the form of a question;
Which decision making model refers to the assessment and prioritizing of risk?1.2.7
An important aspect of Kepner-Tregoe decision making is the assessment and prioritizing of risk.
What are the four stages of the OODA Loop?1.2.7
The OODA Loop includes four stages: observe, orient, decide, and act.
List the six Steps Required for Critical Thinking.1.2.8
- Organize information 2. Structure reasoning 3. Consider Evidence 4. Identify assumptions and biases 5. Evaluate arguments 6. Communicate conclustion
What is group think?1.2.8
Group Think is when groups make bad or irrational decisions. The main characteristic of groupthink is when each member of the group alters their stated opinions to conform to the perceived consensus of the group.
List the foundational characteristics of a successful team.1.3.3
Successful teams start with a foundation of clear goals, defined roles, open and clear communication, and effective decision making.
List the five stages of Tuckman’s Model of team development.1.3.3
Forming, storming, norming, performing, adjourning.
True or false. A person’s response to conflict can change over time. 1.3.5
True. A person’s response to conflict is a learned behavior, and it changes as they gain life experience.
List the four basic components of a process.1.3.7
The four basic components of a process are inputs, controls, outputs, and resources.
What are the 4 steps of the PDCA continuous improvement model?1.3.7
Plan, Do, Check, Act
List two methods for developing employees.1.3.7
Developmental opportunities includes but is not limited to coaching, mentoring, stretch assignments, job rotations, and job shadowing.
What are the Four steps to the delegation process?1.3.8
There are four steps to the delegation process: preparation, communication, monitoring, and evaluation.
Which leadership theory proposes that great leaders are born with confidence, charisma, and intelligence to be natural-born leaders?1.3.10
Great Man Theory
According to behavioral theories of leadership, what are the three types of leaders?1.3.10
1)democratic: group decision 2)autocratic: make decisions without consullting others 3)laisse-faire: a team makes the decision alone
What would you call a leader who is at a lower level of an organization?1.3.10
Entrepreneurial leaders are at lower levels
Which contemporary leadership theory focuses on the development and well-being of the people, where leaders share power and put the needs of others ahead of the organization?1.3.10
Servent leadership
Which contemporary leadership theory is based on honesty and transparency, values input from employees, and stresses an internal moral perspective?1.3.10
Authentic leadership
According to the KT conflict model, how could you use Accommodation mode?1l.3.5
- yield to another’s point of view 2.obey an order when you don’t want to
What is the first step to managing a team conflict?1.3.5
The firsts tep for managing team conflict is to identify the root cause of the conflict.
List two ways to diffuse a conflict situation.1.3.5
1.Stay calm 2.Listen to all perspectives. 3. Identify points of agreement and disagreement. 3. Manage one’s own response. 4.Set limits and ground rules. 4. Handle challenging questions. 5.Confront negative feelings. 6. Prioritize the main points of conflict. 7. Prevent a physical confrontation.
What defines group dynamics?1.3.1
A group with something in common, such as a shared goal.
What are ways to influence and leverage group dynamics?1.3.1
1.involving everyone in vision creation 2.clarifying decision-making responsibilities 3. identifying and leveraging collaboration opportunities 4. establishing values or guiding principles.
List the elements that define a project.1.5.1
A project: Is temporary, Has a start and end date, Defined scope, Completes a goal
What provides a useful framework to develop global awareness.1.4.1
Knowing a country’s values provides a useful framework from which to develop global awareness.
What is an Envoronmental Scan?
An environmental scan is an inventory of the political, economic, sociological, cultural, global, technological, and employment forces that influence the way an organization functions.
List the six dimensions of national culture according to Hofstede’s Cultural Dimensions theory.1.4.1
- Power distance 2. Individualism vs collectivism 3. Masculinity vs Feminity 4. Uncertainty avoidance 5. Long-term vs Short-term orientation 6. Indulgence vs Restraint
What is “the evaluation of others against one’s own set of standards”?1.4.2
Ethnocentric is the evaluation of others against one’s own set of standards.
According to Bennett’s Developmental Model of Intercultural Sensitivity, if people can adapt to differences of others, are they more Ethnocentric or Ethnorelative?1.4.2
Ethnorelative.
True or False. Cultural beliefs and behaviors are learned.
True. Cultural beliefs and behaviors are learned.
List the four stages of a Project.1.5.2
- Initiate 2. Plan 3. Execute 4. Close
What are the top two barriers to lifelong learning?1.7.3
The top barriers to lifelong learning are: personal lack of motivation and organizational culture.
What is the underlying purpose of networking?1.7.4
Building and maintaining connections is the underlying purpose of networking.
What is the difference between Ethics and Compliance.1.6.1
Ethics is about behaving according to good values and social norms. Compliance is acting in accordance to a law or policy.
List the three workforce classifications.1.6.6
A workforce can be classified into three general categories: collocated permanent employees, dispersed or remote employees, and contingent non-employees.
List the four phases of project management.1.5.1
The four phases of project management are: 1. Initiate 2. Plan 3. Execute 4. Close
In which project management phase is the Project Charter created?1.5.1
The project charter is a deliverable of the Initiate phase in project management.
What are actions you can take to except cultural differences you may encounter?1.4.1
- Knowledge 2. Listening 3. Empathy 4. Self-confidence 4. Cultural self-awareness
What are the componets of culture.1.4.1
Values, Beliefs, Practices, Behaviours
What topics make up a project charter?1.5.3
Elements of a Project Charter: WHY: justification, purpose, or need for the project WHAT: organizational and project objectives WHO: key stakeholders, authority for the project manager and others as required. IF YES: cost-benefit analysis IF NOT: high-level risks and high-level constraints or boundaries HOW MUCH: budget summary WHEN: critical milestones GOAL: criteria for success
What are the project managers two primary functions?1.5.6
- Monitor the current project status 2. Communicate the status to stakeholders
List methods a project manager can monitor a project.1.5.6
1) checking the status of individual tasks 2) comparing actual performance to the plan 3) updating current costs and schedules 4) assessing customer and stakeholder requests 5)ensuring continued alignment with the organization’s objectives.
What is a diversity and inclusion strategy?1.4.5
A workplace diversity and inclusion strategy is a written policy that expresses the belief that diversity and inclusion must become part of the organization’s culture.
What are ways to develop an inclusion strategy?1.4.6
1) Establish consistent policies and systems 2)Buy-in from Executive Leadership 3) Connect DI strategy to the organization’s goals, objectives 4) Incorporate DI into the organization’s Vision, Mission, Values
Why should an organization integrate diversity and inclusion in their culture?1.4.6
When DI is integrated into the organization’s culture: 1) Overall organizational performance improves 2) Employees feel more valued and tend to be more productive
What formally authorizes the existence of a project?1.5.3
The Project Charter is a document issued by the project initiator or sponsor that formally authorizes the existence of a project.
What are the two critical activities of the Project manager?1.5.6
The Project Manager has two critical processes: 1. Monitor the current project status 2. Communicate the status to stakeholders
What are two ways for a project manager to monitor the project status?1.5.6
Methods to monitor the project status: 1) checking the status of individual tasks 2) comparing actual performance to the plan 3) updating current costs and schedules 4) assessing customer and stakeholder requests 5) ensuring continued alignment with the organization’s objectives.
List methods how a project manager can deliver ongoing communication.1.5.6
1) Timely updates with a fixed frequency 2) Focused on the project sponsor’s needs 3) A communication plan for other project stakeholders
List common information types that would need to be protected.1.6.3
Intellectual Capital (such as employee expertise, organizational processes, or formulas), Personally Identifiable Information (PII) (e.g. employee contact information), Patient Information (such as health information), Customer Data (such as the size of orders or employee contact information)
When would the use of sensitive information be appropriate?1.6.3
It would be appropriate to access Personally Identifiable Information (PII) to register an employee for a college course, or they may use customer data when coaching customer service reps.
What is the purpose of the GDPR?
GDPR is designed to harmonize data privacy laws across Europe, protect and empower all EU citizens’ data privacy, and reshape the way organizations approach data privacy.
What initiatives could attract diverse employees who will make the organization more competent in the global market?
1) Encouraging skills in cross-cultural communication 2) Craftin a corporate structure that is supportive of varying backgrounds and predispositions 3) Develpping the ability to identify a variety of cultures 4) Reviewing hiring and onboarding policies
How can TD professionals make communication and training accessible to employees with disabilities?
providing written materials, sign language interpreters, close-captioned video for the hearing-impaired, recorded text or special reading software for the visually impaired
