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The manager's good study guide B123 > chapter 4 working with others > Flashcards

chapter 4 working with others Flashcards

1
Q

Explain what is meant by active listening ?

A
  1. Giving FULL ATTENTION to the speaker
  2. Checking that you understood.
  3. Not doing anything else
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2
Q

List the various reasons of active listening ?

Hint: 4x

A
  1. avoid MISUNDERSTANDING.
  2. BUILD relationships .
  3. ENCOURAGE people to say more and frank(honest).
  4. enable people to become CLEARER, by allowing them to gather their thoughts.
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3
Q

Discuss any five important guidelines for active listening ?

hint: AAA PE

A
  1. Give full ATTENTION.
  2. PARAPHRASE, to ensure understanding
  3. ASK, if you do not understand .
  4. ACKNOWLEDGE the other persons feelings .
  5. ENCOURAGE if the other person appears uncertain .
  6. Do not react or respond until the other person has finished speaking.
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4
Q

Define Assertiveness

A

1) standing-up for yourself,

2) respect the rights of others.

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5
Q

Outline the elements of scripting an assertive response

A
  1. PREPARE: Know what you want and approach in a positive way.
  2. SHARE your opinion on the problem. explain how you feel and what you want.
  3. RESPECT: active listening and try to understand how they feel
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6
Q

Briefly explain the four main tactics that should help win-win ‘negotiation’?

A
  1. Separate the people from the problem
  2. Focus on interests(الإهتمامات) not positions
  3. Generate options for mutual gain
  4. Agree on criteria for the solutions

EG. in a store trying to buy something

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7
Q

Briefly explain positive behaviour?

A
  1. Test understanding and summaries: Check that everyone understands the things in the same way and clarify the structure of any agreement, helps build relationships.
  2. Flag or Signal :Tell people what sort of behaviour you are going to use next, for example ‘could i ask you …‘followed by the question.
  3. Ask lots of questions:Helps you to identify other options to create a win-win situation and gives a deeper understanding of the other parties.
  4. Explain how they feel:Openness helps in creating trust and enhances relationship.
  5. Review their performance:reflection helps in identifying strengths and weaknesses of our approach.
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8
Q

If your negotiation seems to be failing because someone else is being difficult .How can you deal with such difficulty?

A
  1. Do not react: Deal with your behaviour, not opponents. Keep focused on the desired outcomes and concentrate on securing agreement.
  2. Look at the situation from the other person’s view point: It is harder for a person to be hostile if you are listening to them and acknowledging what they say and feel.
  3. Do not reject reframe
  4. make it easy to say yes .
  5. make it hard to say no.
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9
Q

context where assertiveness is useful?

A
  1. Stating your own views(opinion-رأي).
  2. Disagreeing with others’ views.
  3. Making a request.
  4. Refusing a request.
  5. Give/respond criticism(ينتقد ملاحظة ).
  6. Giving/respond praise.
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10
Q

Limits to assertiveness?

Examples

usually one-to-one

A
  • Assertiveness may not be universally appropriate (مناسب).
    1. Position differences: Cannot be done with everyone in some organizations
    eg. (yes:peer to peer, NO:clerk to manager)
    2. Powerful groups may MISUNDERSTAND assertion as aggressive.
    eg. (Gender, Ethnicity, Disability).
    3. Do not be assertive for things outside your control
    4. Assertiveness can ignore collective work group goal .
    5. is valued in some cultures but not all
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11
Q

Briefly explain negative behaviour?

hint: abcd I

A
  1. Irritator words and phrases
  2. Defense/attack spirals
  3. Argument dilution
  4. Behavior chains
  5. Counter proposals
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12
Q

In communication between two people, what is the role of each person?

A

One speaks

one listens

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13
Q

What is not active listening

A

Listening without concentration

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14
Q

Whole-hearted attention meaning?

A

Full concentration

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15
Q

Can you talk and listen at the same time?

A

No

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16
Q

What do you need for good communication

A

Active listening

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17
Q

Who is a “listener”?

A

The person that listens

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18
Q

Who is a speaker?

A

The person that talks

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19
Q

When you focus on your opinion, what is lost?

A

Active Listening

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20
Q

How do you give your opinion?

A

by speaking

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21
Q

Examples where you need listening –> good communication at work?

A

1) giving or receiving instructions
2) disagreement with a colleague
3) discussing a problem
4) mentoring
5) interview

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22
Q

Define Colleague

A

Someone you work with

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23
Q

compare assertive and aggressive behavior

A

1) both stand up for yourself

2) assertive respectful of others, aggressive not respectful

24
Q

What is negotiation

A

The process to find a solution for a problem with different people, who might want different things

25
What is win-win negotiation
Negotiation is to confer with others in order to reach an agreement(اتفاق) everyone is happy with
26
What is an agreement
اتفاق - when 2 or more people accept something together. | opposite is disagreement
27
What is Mutual gain?
Both people/groups benefit
28
What are Irritators words and phrases
1) add nothing to the content (not help) 2) annoys the other parties (استفزاز )
29
What is a Defence /attack spirals
sequence of attacking statements and aggressive defenses
30
What is Argument dilution
Trying to say too many things (points), not being focused on the important things.
31
What is Behaviour chains
- too much information, other people get lost
32
What isCounter proposals
- One party immediately responds to a proposal(اقتراح) from the other side with their own proposal - This shows that they did not actively listen before speaking
33
sequence
Things that happen one after the other | تسلسل
34
Statements
Things that are said
35
Proposal
an IDEA for a solution (اقتراح)
36
In negotiations what do you do if someone is being difficult?
1) Do not react 2) Try to understand their point of view 3) do not reject (رفض), instead reframe (إعادة صياغة) 4) make it easy to say yes 5) make it hard to say no
37
Point of view (literal or figurative?) meaning?
- figuritive - (وجهة نظر) - how they understand the situation(موقف)
38
reject
To say no
39
reframe
give different ideas to help solve the issue
40
issue
problem
41
How to and not to "make it hard to say no"
DO: explain the cost DONT: threaten
42
Cost
- the price OR - The thing you lose
43
How to "make it easy to say yes"
- work with the other person to find a solution - be positive - try to make solutions win-win
44
win-win
situation where everyone wins from the solution
45
win-lose
situation where one person wins and one loses
46
lose-lose
situation where everyone loses
47
Feedback
- personA give another personB an opinion about personB's work
48
How to give feedback
1) positive feedback first 2) Soften negative feedback and be supportive 3) criticize changeable things only 4) Advice on how to improve 5) In context of relationship 6) well-timed, clear and direct communication
49
How to receive feedback
1) active listening 2) ask for clear details 3) agree/disagree with criticism (assertive) 4) paraphrase and make sure you understood 5) give information to fix misunderstandings 6) set limits, if you are criticized inappropriately
50
inappropriately
in the wrong way
51
Brainstorming process principles
- The operation between creativity and judgment | - Quantity will lead to quality
52
Quality
How good something is | جودة
53
Quantity
How much there is | كمية
54
Brainstorming rules
1) no criticism 2) freewheel 3) increase idea quantity 4) Hitch-hike
55
Hitch-hike ideas
team: work on each other's ideas to improve quality
56
what is brainstorming?
a process to make ideas to solve something
57
What is a presentations? eg. in management?
- a way to communicate, generate(create) ideas, and gather(collect) feedback. eg. persuade(convince) others to follow your leadership.

The manager's good study guide B123 (4 decks)

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