Chapter 4 - Leading Flashcards

1
Q

Key to delegation

A

Communication.

  • Nature of task, and expected results should be effectively communicated.
  • Scope of authority and responsibility must be clearly defined.
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2
Q

How to achieve effective 2-way communication

A
  • Information must be free flowing between individuals.
  • Marked by responsive, active listening.
  • Must not be stressful.
  • Clear and direct.
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3
Q

Practicing Active listening

A
  • Take responsibility for what you hear.
  • Clarify meaning, content, and intent using questions.
  • Be actively engaged in conversation.
  • Listen twice as much as you speak.
  • Must attend to verbal and nonverbal components of conversation.
  • Using good manners and etiquette.
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4
Q

Non-verbal communication

A
  • Rate of speech.
  • Quality of speech.
  • Inflection.
  • Choice of words.
  • Tone.
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5
Q

4 strategies for resolving employee conflict.

A
  1. Communications skills.
    - essential in resolving conflict.
  2. Mutual respect.
    - communication without interruption, judgement, criticism.
  3. Interactive problem solving.
    - all parties should participate.
  4. Win-win solutions.
    - all parties should benefit.
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6
Q

4 reasons why employees avoid change

A
  1. Tradition.
  2. Past failures.
  3. Lack of time/too many priorities.
  4. Unpredictability of the future.
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7
Q

5 steps in the coaching process.

A
  1. Assessing performance
  2. Setting goals.
  3. Self-evaluation.
  4. Rewarding.
  5. Monitoring.
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8
Q

4 examples of when coaching is best used

A
  1. Respond to employee who has asked advice.
  2. Prepare employee to take on new activity.
  3. Provide support/guidance to employee experiencing difficulty.
  4. Help employee apply theoretical knowledge or skill
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9
Q

5 reasons why leaders fail to coach

A
  1. They don’t have the time.
  2. They don’t know how.
  3. Too many employees.
  4. Performance is currently acceptable.
  5. Employees aren’t motivated.
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10
Q

How do you motivate someone?

A

-Cannot motivate another individual, can only awaken the wants and needs of that person.

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11
Q

What is communication?

A
  • Interactive exchange of verbal and non-verbal information.
  • Managers must communicate openly, freely, and concisely.
  • Communication can make employees feel included.
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12
Q

Benefits of coaching.

A
  • Leaders can delegate more.
  • Employees increase productivity.
  • Leads to effective communication.
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13
Q

What is coaching?

A
  • One-to-one exchange of information.
  • Focuses on job performance.
  • Mistakes will be made, coach should emphasize solutions.
  • Process by which leaders correct problems, earn a commitment to future improvement and build relationships.
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