Exam 2 - Communication and Team Building

Question 1

Maslow’s Hierarchy of Needs~

Answer 1

Physiological needs
Safety needs
Social needs
Esteem needs
Self-actualization#

Question 2

Herzberg’s Motivators and Hygiene Factors~

Answer 2

Theory: hygiene factors are what needs to be taken care of (like Maslow’s) in order to make motivators effective, such as:
(motivator = hygiene factor)
achievement = salary
recognition = supervision
work = job security
responsibility = working conditions
advancement = personal life
possibility for grwth = rltnshps/peers#

Question 3

Victor Vrooms 1964 Expectancy Model~

Answer 3

Come into job thinking will be one thing, but find it totally different = demotivating

expectation of environment influence behavior
if expectation does not occur, less likely to repeat#

Question 4

David McClelland;s 1971 Basic Needs Theory~

Answer 4

Higher level expectations

Peeps is motivated by three basic needs:
- Achievement
- Affiliation (unit/facility/organization)
- Power (have enough? have say?)#

Question 5

Saul Gellerman’s 1968 Theory of Stretching~

Answer 5

peeps should be stretched sometimes to do more difficult tasks than used to

this energizes peeps to enjoy pushing themselves to do more than they think they can#

Question 6

Employee engagement and empowerment~

Answer 6

Engagement: key to retention;
employee’s emotional commitment

Empowerment: ability to make decisions, challenge status quo - involved in planning and believe some control over future
avoids obsolescence in fast-changing technology-driven environments#

Question 7

Create Motivational Climate~

Answer 7

clear expectations
fair and consistent
encourage teamwork
know uniqueness of each empl
stretch them sometimes
reward desired behavior
allow emplys as much control as posb

EVERYBODY’s included

(say goal is whole unit is at 90% charting, and it worked, but one employee was at 75% - they are included in the reward because the goal was the unit)#

Question 8

Challenge of individual and collective motivators~

Answer 8

Not everyone will be happy, not every motivator works with every person#

Question 9

Emply and sprvsr rltnshp~

Answer 9

interpersonal relationship is critical to emply’s motivation

treat fairly, respectfully,

attitude and energy level of manager#

Question 10

Management self-care~

Answer 10

prevent burn out or produce lethargic and demotivated staff#

Question 11

Good communication and team building produces~

Answer 11

Trust, cooperation, communication

enhanced employee-employee interaction#

Question 12

Listening is a~

Answer 12

Skill

most people hear/retain small amount of info#

Question 13

Leadership communication requires~

Answer 13

sender to validate what receivers see and hear

organizational communication is high level mngmnt function#

Question 14

Internal vs external climate~

Answer 14

Internal climate: values, feelings, temperament, stress of sender and receiver

External: weather, temperature, timing, status, power, authority, organizational climate

all affect communication#

Question 15

Orgnztnl comm. strategies~

Answer 15

clear, simple, precise

senders seek feedback

multiple methods of comm used

don’t disclose unnecessary information#

Question 16

Channels of Communication~

Answer 16

Upward: emply to superv
Downward: superv to emply
Horizontal: peer to peer
Diagonal: different hierarchy and classifications
Grapevine: informal, haphazard, random, small groups#

Question 17

Communication Modes (percentages)~

Answer 17

55% non-verbal
38% voice/tone
7% words

Written
Face-to-face
Telephone
Nonverbal

The more people involved in information giving, the more hazy the information becomes#

Question 18

Elements of nonverbals~

Answer 18

• space
• environment
• appearance
• eye contact
• posture
• facial expression and timing
• vocal expression#

Question 19

Congruence of verbal/nonverbal~

Answer 19

Effective leaders are congruent so followers are clear about messages received#

Question 20

Types of communication~

Answer 20

Passive

Aggressive

Indirectly aggressive (passive-aggressive)

Assertive#

Question 21

When under attack~

Answer 21

1. Reflect
2. Repeat assertive message
3. Point out implicit assumptions
4. Restate message assertively
5. Question#