Chapter 2 "Master my Stories"

Question 1

What sets the tone for everything that follows during the initial interaction?

Answer 1

The persons behavior in the first few seconds

Question 2

How many sentences do you have to establish the climate of the interaction?

Answer 2

1 or 2

Question 3

If leaders start out with strong emotions and believe that they are on the moral high ground the interactions is likely to….

Answer 3

turn out bad for everyone involved.

Question 4

What is the “Hazardous Half Minute”?

Answer 4

The first 30 seconds of an accountability discussion.

Question 5

The climate becomes “visible” when?

Answer 5

The first 30 seconds

Question 6

We “establish a climate” the moment we?

Answer 6

assume the other person is guilty and begin to feel angry or morally superior

Question 7

The path of why someone did something in our head looks like this:

Answer 7

See & Hear > Tell a Story > Feel > Act

Question 8

See and Hear > Tell a Story > Feel > Act – Breakdown

Answer 8

We SEE what the person did
Tell ourselves a STORY about WHY they did it
Which leads to a FEELING
Which leads to our own ACTIONS

Question 9

What was the name of the studies performed in the 1950’s and 1960’s to determine how normal people would determine the cause of a problem?

Answer 9

Attribution Studies

Question 10

What was the chief error people made when determining the cause of a problem?

Answer 10

We assume people do what they do because of personality factors ALONE.

Question 11

Most of the time human beings employ what type of view of others?

Answer 11

Dispositional (the do things because of uncontrollable personality factors)

Question 12

When looking at others from a Situational View what factors are being considered?

Answer 12

Forces of the environment.

Question 13

The Fundamental Attribution Error is:

Answer 13

assuming that others do contrary things because it’s in their makeup or they actually enjoy doing them and then ignoring any other potential motivational forces is a mistake.

Question 14

In what condition do people more readily make fundamental attribution errors?

Answer 14

Adverse Conditions

Question 15

What happens when you choose SILENCE over dealing with an issue?

Answer 15

• You give tacit approval for the action
• Other may think you are playing favorites
• Each time the person repeats the offense, you see the new offense as evidence that your story about his or her motives was correct.

Question 16

It can be easy to jump from silence to _______ if you let problems gnaw at you for too long.

Answer 16

Violence

Question 17

What can happen due to a lengthy period of tortured silence?

Answer 17

Sudden and Unexpected Emotional Explosion

Question 18

Who once argued “that what doesn’t kill us makes us stronger”

Answer 18

Friedrich Nietzsche

Question 19

People don’t _______ to be abused, physically or emotionally.

Answer 19

deserve

Question 20

When you switch to Violence you become?

Answer 20

Hypocritical, Abusive, and Clinically Stupid

Question 21

How long does it take to transfer goodwill?

Answer 21

an instant

Question 22

Does acting unprofessionally ever earn you points?

Answer 22

No

Question 23

Stories cause us to see the other person as a?

Answer 23

Thing

Question 24

Accountability Experts set a healthy climate by avoiding?

Answer 24

Ugly Stories

Question 25

When a Positive Deviant witnesses an infraction they ask themselves what question?

Answer 25

Why would a reasonable, rational, and decent person do that?

Question 26

What type of questions is “Why would a reasonable, rational, and decent person do that?”

Answer 26

Humanizing Question

Question 27

A “humanizing question” allows that individual, that ask it, to gain a?

Answer 27

Situational and Dispositional view of people

Question 28

There are 6 Sources of Influence:

Answer 28

1 - Personal Motivation
2 - Personal Ability 
3 - Social Motivation
4 - Social Ability
5 - Structural Motivation
6 - Structural Ability

Question 29

There are two types of behavior selections that influence people:

Answer 29

Motivation

Ability

Question 30

The Behavior Selections are influenced by?

Answer 30

Self (Personal), Others (Social), and Things (Structural)

Question 31

Personal Motivation:

Answer 31

People base their actions on their individual motivation or disposition.

Question 32

Personal Ability:

Answer 32

Is the person mentally and physically capable of doing the job.

Question 33

What source of Influence when considered alone makes up the Fundamental Attribution Error?

Answer 33

Personal Motivation

Question 34

Social Motivation:

Answer 34

Peer Pressure

Question 35

What is the mother of all stupidity?

Answer 35

Social Peer Pressure

Question 36

Social Ability:

Answer 36

In order to complete your job others must be willing to provide you with help, information, tools, materials, and sometimes permission.

Question 37

When you fail to recognize the social problem you are causing you are said to have the?

Answer 37

Eyeballs Problem, your on the wrong side of them to see what your are doing.

Question 38

Structural Motivation:

Answer 38

Formal rewards systems that include money, promotions, job assignments, benefits, bonuses, etc.

Question 39

Structural Ability:

Answer 39

“things” can often provide a bridge or barrier.
Gadgets have a profound impact on behavior
Data in the form of informing your employees the cost of things, may cause them to change their behavior

Question 40

What determines the frequency of human interaction?

Answer 40

Proximity (distance between people)

Question 41

An ounce of information might be worth a _______ of accountability decisions.

Answer 41

pound

Question 42

When not know for certain what s going on you must replace anger with?

Answer 42

Curiosity

Question 43

A prerequisite to effective accountability is?

Answer 43

Understanding what influences others

Question 44

The Six Sources of Influence when combined make-up the?

Answer 44

Six-Source Model, a diagnostic and influence tool.