Communications - Chapter 2

Question 1

Why form groups and teams?

Answer 1

Businesses are constantly looking for ways to do jobs better at less cost.

Question 2

What are 7 reason to form teams?

Answer 2

Better decisions, faster response, increased productivity, greater buy-in, less resistance to change, improved employee morale, reduced risks

Question 3

Why better decisions?

Answer 3

Decisions are generally more accurate and effective because group members contribute different expertise and perspectives

Question 4

Why faster response?

Answer 4

When action is necessary to respond to competition or to solve a problem, small groups and teams can act rapidly.

Question 5

Why increased productivity?

Answer 5

Because they are often closer to the action and to the customer, the team members can see opportunities for improving efficiency

Question 6

Why greater buy in?

Answer 6

Decisions arrived at jointly are usually better received because members are committed to the solution and more willing to support it

Question 7

Why does forming a team less resistance to change?

Answer 7

People who have input into decisions are less hostile, aggressive, and resistant to change

Question 8

Why does forming a team improve employee morale (tinh thanh)?

Answer 8

Personal satisfaction and job morale increase when teams are successful

Question 9

Why does forming a team reduce risk?

Answer 9

Responsibility for a decision is diffused, thus carrying less risk for any individual

Question 10

What are the four phases of team development?

Answer 10

Forming, storming, norming, performing

Question 11

What is forming?

Answer 11

Individuals get to know each other. Attempt to search similarities and attempt to bond and develop trust. Discuss formal topics as who owns team, how large the should be, what talents members can contribute. The leader functions as a traffic director.

Question 12

What is storming?

Answer 12

2nd phase: define their roles and responsibilities, decide how to reach their goals, and iron out the rules governing how they interact. This phase often produces conflict. The leader should act like a coach rather than a cop.

Question 13

What is norming?

Answer 13

Conflict stops, roles are clear, information begins to flow among members. Group checks to make sure it moving towards goals. Formal leadership is unnecessary because everyone takes on leadership functions.

Question 14

What is performing?

Answer 14

Some teams never reach this final stage. Group members have established routines and a shared language. A “can do” mentality exists as the team moves towards their goal.

Question 15

What are 7 reasons why teams fail?

Answer 15

Confused goals, mismatched needs, unresolved roles, senseless procedures, bad leadership, anti-team culture, poor feedback

Question 16

What are 6 step steps for dealing with conflict?

Answer 16

1. Listen. 2. Understand the other’s point of view. 3. Show a concern for the relationship. 4. Look for common ground. 5. Invent new problem-solving options. 6. Reach an agreement based on what is fair.

Question 17

In dealing with conflict, what do you listen for?

Answer 17

Listen carefully to make sure you understand the problem. If the other doesn’t seem to be listening, you need to set example be the first to listen.

Question 18

In dealing with conflict, how can you “understand the other’s point of view”?

Answer 18

Show your understanding by asking questions and paraphrasing.

Question 19

In dealing with conflict, how can you Show a concern for the relationship?

Answer 19

Focus on the problem not the other person. You can build, maintain, and even improve the relationship. Show an understanding of the other person’s situation and needs and willing to come to an agreement.

Question 20

In dealing with conflict, how can you Look for common ground?

Answer 20

Identify your interests and help the other person identify his or her interests. Learn what you have in common, and look for a solution to which both of you can agree.

Question 21

in dealing with conflict, how can you Invent new problem solving options?

Answer 21

Spend time identifying the interests of both sides. Then brainstorm to invent new ways to solve the problem. Be open to new options.

Question 22

In dealing with conflict, how can you Reach an agreement based on what is fair?

Answer 22

Seek to determine a standard of fairness that is acceptable to both sides. Then weigh the possible solutions and chose the best options.

Question 23

What is groupthink?

Answer 23

Groupthink is faulty decision-making processes by team members who are overly eager to agree with one another.

Question 24

When does groupthink happen?

Answer 24

When team members have similar backgrounds, a lack of systematic procedures, demand for a quick decision, and a strong leader who favors a specific outcome

Question 25

How do you avoid groupthink?

Answer 25

Effective teams avoid groupthink by striving for team diversity in age, gender, background, experience, and training.

Question 26

What are 5 ways for teams to reach decisions?

Answer 26

Majority (USA), consensus, minority, averaging, authority rule with discussion

Question 27

What are 3 types of workplace listening?

Answer 27

Listening to superiors, listening to colleagues and teammates, listening to customers

Question 28

What are first 5 of 10 keys to building powerful listening skills?

Answer 28

1. Control external and internal distractions. 2. Become actively involved. 3. Separate facts from opinions. 4. Identify important facts. 5. Avoid interrupting.

Question 29

What are the last 5 of 10 keys to building powerful listening skills?

Answer 29

6. Ask clarifying questions. 7. Paraphrase to increase understanding. 8. Capitalize on lag time. 9. Take notes to ensure retention. 10. Be aware of gender differences

Question 30

What are 5 functions of nonverbal communication?

Answer 30

1. To complement and illustrate. 2. To reinforce and accentuate. 3. To replace and substitute. 4. To control and regulate. 5. To contradict.

Question 31

What are 8 forms of nonverbal communication?

Answer 31

1. eye contact. 2. facial expression. 3. posture and gestures. 4. time. 5. space. 6. territory. 7. appear of business documents 8. appearance of people