Exam 1

Question 1

4 dimensions of emotional intelligence

Answer 1

Identify and label our emotions, identify and label others emotions,ability to regulate and control our emotions,ability to respond to emotions of others

Question 2

Cognitive style

Answer 2

An individual’s inclination to perceive, interpret, and respond to information in a certain way.

1. knowing-facts, detail, data; slow to make decisions, not creative
2. Planning -structure, plans, agenda; frustrated by status quo, stressed by complexity
3. creating -creativity, risk-taking,innovation; resists structure, breaks rules

Question 3

Emotional intelligence

Answer 3

The ability to correctly diagnose and manage one’s own emotion

Question 4

Values

Answer 4

Foundation upon which attitudes and personal preferences are performed; basis for crucial life decisions direction and personal tastes, and help define morality

Question 5

How can I develop self-awareness?

Answer 5

Honesty, openness, willingness

Question 6

Five areas of self awareness:

Answer 6

Emotional intelligence, core self-evaluation,values, cognitive style, attitudes toward change

Question 7

Locus of control

Answer 7

The attitude people develop regarding the extent to which they control their own destinies

Question 8

Internal locus of control

Answer 8

Success depends on me

Question 9

External locus of control

Answer 9

Success is mostly dependent upon luck

Question 10

5 personality traits

Answer 10

Openness to experience, conscientiousness, extroversion, agreeableness, neuroticism

Question 11

Core self-evaluation

Answer 11

Extent to which individuals possess positive self-regard
Self esteem: feel valuable
Self-efficacy: feel competent and confident
Neuroticism: emotionally stable
Locus of control: in control

Question 12

Tolerance of ambiguity

Answer 12

Ability to cope with ambiguous, fast-changing, or unpredictable situations

Question 13

Pre-coventional level (self-centered)

Answer 13

Moral value resides in external factors and consequences not persons or relationships.

1. Punishment and obedience
2. individual instrumental purpose and exchange

Question 14

Conventional level (conformity)

Answer 14

Moral value resides in duty, maintaining social contracts,and keeping commitments

1. mutual-interpersonal expectations, relationships, and conformity
2. social system and conscience maintenance

Question 15

Postconventional (principled)

Answer 15

Moral value resides in commitment to freely selected standards,rights, and duties

1. Prior rights and social contractor or utility
2. universal ethical principles

Question 16

Moral disengagement

Answer 16

Rationalization process to justify decisionslactions-relieve guilt and cognitive dissonance

Question 17

8 ways to rationalize

Answer 17

1.moral justification 2.euphemistic labeling 3.advantageous comparison 4. Displacement of responsibility 5. Diffusion of responsibility 6. Dehumanizing 7. Attribution of blame 8. Minimizing, denying, or distorting consequences

Question 18

Moral intensity

Answer 18

Not all moral issues are created equal.

1. Magnitude of consequences 2. Social consequences 3. Temporal immediacy 4. Proximity 5. Concentration of effect

Question 19

Moral potency

Answer 19

Taking ownership of moral issue.

1. Moral ownership 2. Moral efficacy 3. Moral courage

Question 20

4 types of stressors

Answer 20

1. Time stressors - too much to do, not enough time
2. Encounter stressors -results from interpersonal conflict
3. Situational stressors - arises from environment or circumstance
4. Anticipatory stressor -anxious anticipation of unfamiliar or uncertain events

Question 21

Important activity

Answer 21

Produce a desired result, meaningful purpose

Question 22

Urgent activity

Answer 22

Demand immediate action, solution ASAP

Question 23

Autonomic nervous system (involuntary)

Answer 23

Sympathetic nervous system (arousing) and parasympathetic nervous system (calming). Need to bring in para sympathetic

Question 24

Two-factor theory of emotion

Answer 24

Physiological arousal and cognitive labeling form emotion. Solution: cognitively refrain in a positive way.

Question 25

Supportive communication

Answer 25

Communication that seeks to preserve or enhance a positive relationship while still addressing a problem, giving negative feedback, or tackling a difficult issue

Question 26

8 attributes of supportive communication

Answer 26

1. Congruent -genuine, honest 2. Descriptive not evaluative - based on data 3. Problem oriented - focus on problems & solutions 4. Validating enhances self-esteem with value and recognition 5. Specific not global - avoid extremes 6. Conjunctive- connected to previous statements 7. Owned - take responsibility 8. Supportive listening -advise,deflect, probe reflect

Question 27

5 dimensions of empowerment

Answer 27

1. Self-efficacy-confidence in ability 2. Self determination - sense of choice 3. Personal consequence - sense of impact 4. Meaning - sense of value 5. Trust-sense of security

Question 28

Supportive Communication

Answer 28

Communication that helps managers share and horsefly without jeopardizing interpersonal relationships information accurately

Question 29

Power

Answer 29

The potential to influence the behavior of others. Power without influence is not sufficient. Strategies: retribution-force others to do what you say; reciprocity- help others want to do what you say; reason- show others that it makes sense to do what you say. Few people have it.

Question 30

Empowerment

Answer 30

The use of acquired power to give others power in order to accomplish objectives. Provides freedom for people to successfully do what they want. Engage people in work and environment. Everyone can have itand comes from an internal source. Leads to cooperation.

Question 31

Upward delegation

Answer 31

Other people try to have you solvetheir problems or accept responsibility for their work.

Question 32

How to empower:

Answer 32

Clear goal, fostering personal mastery experiences, modeling, providing support, emotional arousal, provide info provide resources

Question 33

Advantages of empowerment:

Answer 33

Increase discretionary time, develop skills, demonstrate trust, enhance commitment,teams

Question 34

5 strategies to handling conflict

Answer 34

1. Forcing- assertive,uncooperative responseto conflict that uses the exercise of authorityto satisfy own needs 2. Accommodating - cooperative, unassertive and satisfies the other party 3. Avoiding - uncooperative, unassertive and neglects both parties 4. Compromising - satisfaction for both parties 5. Collaborate - cooperative, assertive

Question 35

Initiator

Answer 35

Manner in which problem is initiated influences how it will be received. Wait until emotions are out of the way. Frame what you have to say and help maintain a problem solving focus. Focus on commonalities in straightforward way. Request a change. Point out how change in behavior will positively impact you both.

Question 36

X-y-z

Answer 36

X - describe specific behaviors that present problem Y - outline specific, observable consequences of the behaviors Z- describe the feelings you experience as a result of the problem

Question 37

Collaborative problem solving

Answer 37

1. Establish superordinate goals 2. Separate the people from the problem 3. Focus on interests, not positions 4. Invent options for mutual gains 5, use objective criteria 6. Define success in terms of real gains.

Question 38

4 stages of Team Development

Answer 38

1. forming- aquainted/relationships, overcoming uncertainty, develop purpose 2. Norming - cohesion & unity, sense of teamwork, role differentiation 3. storming- comfort leads to exploration of different roles, differing views 4. Performing - continuous improvement, innovation, speed

Question 39

Group think

Answer 39

Illusions of invulnerability, shared stereotypes, rationalization,illusion of morality, self-censorship, direct pressure,mind guarding, illusion of unanimity. Leads teams to commit more errors than normal during norming stage. Must move to storming phase to get passed it. Use critical evaluators, open discussion, subgroups, outside experts, devil’s advocateto get out.

Question 40

Blocking roles

Answer 40

Behaviors that stand in the way of or inhibit the effective performance of a team, or hinder effectiveness. Examples: dominating,overanalyzing, stalling, passive, deflecting, resisting

Question 41

Smart goals

Answer 41

Goals that are specific, measurable, aligned, realistic, and time bound

Question 42

Everest goals

Answer 42

Goals that represent an ultimate achievement extraordinary accomplishment, or beyond the norm outcome

Question 43

Task-facilitating roles

Answer 43

Those that help the team accomplish its outcome objectives

Question 44

Relationship building roles

Answer 44

Those that emphasize the interpersonal aspects of the team