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.
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.
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.
4
Q
Non-verbal communication
A
- Rate of speech.
- Quality of speech.
- Inflection.
- Choice of words.
- Tone.
5
Q
4 strategies for resolving employee conflict.
A
- Communications skills.
- essential in resolving conflict. - Mutual respect.
- communication without interruption, judgement, criticism. - Interactive problem solving.
- all parties should participate. - Win-win solutions.
- all parties should benefit.
6
Q
4 reasons why employees avoid change
A
- Tradition.
- Past failures.
- Lack of time/too many priorities.
- Unpredictability of the future.
7
Q
5 steps in the coaching process.
A
- Assessing performance
- Setting goals.
- Self-evaluation.
- Rewarding.
- Monitoring.
8
Q
4 examples of when coaching is best used
A
- Respond to employee who has asked advice.
- Prepare employee to take on new activity.
- Provide support/guidance to employee experiencing difficulty.
- Help employee apply theoretical knowledge or skill
9
Q
5 reasons why leaders fail to coach
A
- They don’t have the time.
- They don’t know how.
- Too many employees.
- Performance is currently acceptable.
- Employees aren’t motivated.
10
Q
How do you motivate someone?
A
-Cannot motivate another individual, can only awaken the wants and needs of that person.
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.
12
Q
Benefits of coaching.
A
- Leaders can delegate more.
- Employees increase productivity.
- Leads to effective communication.
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.