Chapter 6 "Stay Focused and Flexible" Flashcards

1
Q

When new problems emerge we have to be focused enough not to get _________

A

sidetracked.

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2
Q

What should you do if the new problem is more urgent than the original?

A

Deal with it immediately.

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3
Q

The following steps are for dealing with new and emergent problems:

A
  • Be Flexible
    Note the new problem
    Select the right problem, original/new/both
    Resolve the new problem and return to original
    -Be Focused
    Deal with problems one at a time
    Consciously choose to deal with new issues.
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4
Q

There are 4 categories of new problems:

A
  • Loss of Safety
  • Loss of Trust
  • Completely different issue becomes a problem
  • Explosive Emotion take over
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5
Q

The most common emergent problem is?

A

people feel unsafe, loss of safety

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6
Q

The most dangerous emergent problem is?

A

people violate your trust, loss of trust

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7
Q

At the heart of every workable accountability system is one simple sentence it is:

A

“If something comes up, let me know as soon as you can.”

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8
Q

In a huge number of companies and families the following equation is true:

A

Results = no result + a good story

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9
Q

Accountability Discussions by definition deals with?

A

Broken Commitments

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10
Q

If a new problem emerges in the middle of an accountability discussion do the following:

A
  • Pull out of the original infraction
  • Announce a change in topic
  • Discuss the new infraction
  • Bring it to a satisfactory resolution
  • Decide whether or not you need to return to the original issue.
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11
Q

To deal with a person who becomes emotional you will need to return to the:

A

Path of Action Model

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12
Q

When dealing with an employees anger make sure you as a leader:

A
  • Ensure your safety
  • Dissipate the emotion
  • Explore the other persons path to action
  • Take Action
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13
Q

When trying to dissipate emotions of a emotional employee here a 3 things not to do:

A
  • Don’t get hooked
  • Don’t one-up
  • Don’t patronize
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14
Q

AMPP acroynym:

A

“A”sk to get the conversation rolling
“M”irror to encourage
“P”araphrase for understanding
“P”rime to make it safe for the other person to open up

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15
Q

If your emotions are in control but you’re having trouble coming up with the right words you should?

A

take a strategic delay

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16
Q

If you emotions are in control but you’re about to lose your temper you should?

A

take a strategic delay

17
Q

“Something came up” is an?

A

Inadequate excuse that needs to be addressed