Chapter 4 Flashcards
What are six components of leadership?
i) Delegating
ii) Motivating
iii) Communicating
iv) Managing conflict
v) Managing change
vi) Coaching
What is the key to delegating?
Communication is the key to delegating.
What causes delegation efforts to fail?
Delegation fails when balance between responsibility and authority is not maintained or when communication is not effective.
Identify three areas of communication associated with ‘positive’ interpersonal interactions.
a. non-verbal communication
Non-verbal communication is influenced by “how” something is said: the rate of speech; inflection; choice of words and tone of voice.
b. body language
Body language is the posture, gestures and mannerisms used in conversations that may affect the message of the speaker.
c. active listening
Active listening is using questioning; clarifying and checking the meaning of messages; letting the speaker know you are listening and to confirm message being imparted.
List four ways managers can promote trust and open the lines of communication.
i) Demonstrate the desire to communicate
ii) Display the tendency to take action
iii) Maintain flexibility
iv) Employ active listening
List four successful strategies managers use for resolving employee conflict.
i) Improve communication between parties
ii) Encourage mutual respect
iii) Encourage interactive problem - solving
iv) By creating Win – Win solutions
People resist change. It is only natural. However, change can be effectively managed. Identify four methods of managing change and give a suggestion of how to implement it.
i) Tradition – demonstrate how changes proposed will improve brokerage profitability, efficiency, and competitiveness.
ii) Past failures – remind others of previous changes that were implemented successfully
iii) Lack of time – inform those that are involved that the brokerage is prepared to put off doing things right today so they can do things right tomorrow.
iv) Unpredictability of future – Explain to those involved that the brokerage must be in control of its own future and must not be overly reactive to competitors
Explain why managers fail to coach.
Many managers believe they do not have the time; they do not know how; they have too many employees to coach; the employee performance is acceptable and / or; the employees are not motivated to perform better.
Briefly describe the five components of the coaching process.
i) Assessing performance – coach needs to view current level of employee performance and ensure employee understands tasks
ii) Setting goals – identify skill being addressed and explain why good use of these skills is important to brokerage
iii) Self Evaluation – coach should ask employee to assess their own performance of tasks
iv) Rewarding – as a coach recognizes improvements, the employees should be properly rewarded
v) Monitoring – focusing on successes of employees and relating current skills to original skills
Identify four situations when coaching is most effective.
i) When an employee has asked for advice or assistance
ii) Assist employees when taking on a new task
iii) Assist an employee who is not performing up to expectations
iv) Assist an employee apply theoretical knowledge
