Chapter 4 Flashcards
Leading
Define leading.
Leading involves guiding the activities of employees, and creating an environment where employees will excel for mutual benefit of the employees themselves and the brokerage overall.
Define delegation.
Delegating is the art of accomplishing objectives and achieving goals through the involvement of others and by giving them the authority and the responsibility to accomplish the job. The nature of the task and the expected results should be clearly communicated.
Define motivation. Provide examples.
Needs and wants are the roots of motivation, as the desire to satisfy a need or want precipitates action. These needs and wants may include appreciation, being included, help with personal problems, job security, good wages, promotion, and good working conditions.
Define communication.
Communication is an interactive exchange of verbal and non-verbal information. Managers have a responsibility to communicate openly, clearly, and concisely. This can make employees feel included. Communication must flow two ways ideas, opinions and information should be free-flowing.
What are the four strategies to managing conflicts?
Communication
Mutual Respect
Interactive Problem Solving
Win-Win Solutions
Why is communication important when managing conflicts?
All issues should be brought into the open and all parties to the disagreement should fully understand the issues.
Describe how to encourage mutual respect when managing conflicts.
Allow all employees to communicate their views without interruption, criticism, or judgement.
Why is interactive problem solving important when managing conflicts?
All parties should participate and brainstorm for solutions
Why is win-win solutions important when managing conflicts?
Solutions should be sought in which all parties to the dispute will benefit
Describe and explain four reasons employees resist change.
Tradition - “We’ve always done it this way”. Explain how this change will enhance competitiveness, profitability, efficiency.
Past Failures - Previous unsuccessful attempts have made change synonymous with failure. Explain how we can learn from these past failures.
Lack of Time - Too much on plate. Explain why the change will improve effectiveness.
Unpredictability of the Future - Not convinced this change will improve anything. Explain why a do-nothing approach will not work.
How do you demonstrate hands-on coaching?
Help employee apply knowledge/skills
Respond to employee who has asked for advice
Prepare an employee to take on a new activity
Provide support for employee experiencing difficulty
What are the five steps to coaching process?
Assessing Performance - Execution of the basics
Setting Goals - Clearly & simply state one or two goals
Self-Evaluation - Provides employee with the chance to identify alternate ways to perform the job.
Rewarding - Point out where competence & strength has been demonstrated.
Monitoring - Relate progress back to original skill level.
What are the three benefits to coaching?
Leaders can delegate more freeing up their time for more strategic initiatives
Employees increase their productivity
Leads to more effective communication
How does coaching relate to team building?
Teams exist for single purpose projects or as permanent teams working together on a long term basis. Team leaders should know how to coach and counsel members and how to make team participation effective and rewarding.
