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MGMT 3005 > Exam 3 > Flashcards

Exam 3 Flashcards

1
Q

What is nonverbal communication?

A

Communication without words that adds flavor to oral communication and helps understand the attitudes and emotions of others.

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2
Q

What are examples of nonverbal communication?

A

Body movements and gestures, touch, eye contact, and facial expressions.

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3
Q

What is linguistic style?

A

A person’s characteristic speaking pattern, including features such as directness or indirectness, pacing and pausing, word choice, and the use of jokes, figures of speech, stories, questions, and apologies.

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4
Q

What are defensive communication styles?

A

Evaluate, Neutral, Superior, and Certain.

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5
Q

What are nondefensive communication styles?

A

Descriptive, Problem Solving, Straightforward, Empathetic, Equal, and Honest and Open.

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6
Q

What is crowdsourcing?

A

Occurs when companies invite nonemployees to contribute to achieving goals and manage the input process via the internet.

Kickstarter is an example.

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7
Q

What is cyberloafing?

A

Using the internet at work for personal use, which can result in lost productivity.

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8
Q

What is phubbing?

A

The act of phone snubbing or ignoring those around us to pay attention to a phone.

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9
Q

What does FOMO stand for?

A

Fear of Missing Out; being out of touch with something happening in our social network.

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10
Q

What are the steps for delivering feedback to a supervisor?

A

Prepare your message, plan your delivery and tactic, deliver sensitively, and follow up.

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11
Q

How to prepare your message:

A

Know what you want to accomplish. Support points with examples.

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12
Q

How to plan your delivery and tactic:

A

Role-play beforehand. Decide on tone and choice of words.

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13
Q

How to deliver:

A

Be sensitive, do not generalize behavior, and provide ideas in a polite and helpful manner

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14
Q

How to follow up:

A

See how your boss has been doing in the areas discussed. Establish a trusting relationship

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15
Q

What is communication?

A

The exchange of information between a sender and a receiver, and the inference of meaning between the individuals involved.

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16
Q

What are common causes of workplace conflict?

A

Personality differences, irritating workplace behaviors, unmet needs at work, perceived inequities of resources and policies, unclear roles and responsibilities.

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17
Q

How should all parties respond to personaility conflict?

A

Be familiar with and follow company policies on diversity, discrimination, and sexual harassment.

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18
Q

How should employees respond to a personality conflict?

A

Communicate directly with the other person to resolve the perceived conflict (emphasize problem solving and common objectives, not personalities.) Resist dragging coworkers into the conflict. If dysfunctional conflict persists, seek help from direct supervisors or human resource specialists.

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19
Q

How should third party obervers (co-workers, peers) respond to a personality conflict?

A

Do not take sides in someone else’s personality conflict. Suggest the parties work things out for themselves in a constructive and positive way. If dysfunctional conflict persists, refer problem to the parties’ direct supervisors.

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20
Q

How should employee’s manager respond to a personality conflict?

A

Investigate and document the conflict; if appropriate, take corrective action (feedback or behavior modification). If necessary, attempt informal dispute resolution. Refer difficult conflicts to human resource specialists or hired counselors for formal resolution efforts and other interventions.

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21
Q

What are the organizational causes of incivility at work?

A

Organizational justice, destructive leadership, and unfair HR policies and procedures.

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22
Q

What are individual causes of incivility at work?

A

Lack of character and ethics, experience as a target of incivility, and incompatible personalities.

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23
Q

What is facilitation in Alternative Dispute Resolution (ADR)?

A

A third party urges disputing parties to deal directly with each other in a positive and constructive manner.

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24
Q

What is conciliation in ADR?

A

A neutral third party who informally acts as a communication conduit between disputing parties.

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25
Q

What is peer review in ADR?

A

A panel of trustworthy coworkers, selected for their ability to remain objective, hears both sides of a dispute in an informal and confidential meeting

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26
Q

What is ombudsman in ADR?

A

Someone who works for the organization and is widely respected and trusted by his or her coworkers, hears grievances on a confidential basis and attempts to arrange a solution.

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27
Q

What is mediation in ADR?

A

A neutral and trained third party guides the others to find innovative solutions to the conflict.

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28
Q

What is arbitration in ADR?

A

Disputing parties agree ahead of time to accept the decision of a neutral arbitrator in a formal, court-like setting, often complete with evidence and witnesses

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29
Q

What are questionable and unethical tactics in negotiations?

A

Lies, puffery, deception, weakening the opponent, strengthening one’s position, nondisclosure, information exploitation, maximization.

30
Q

What is bullying?

A

Unwelcomed behavior that occurs over time and is meant to harm someone who feels powerless to respond. Bullying is usually evident to others. Bullying affects even those who are not bullied. Bullying has group-level implications.

31
Q

What is incivility?

A

Any form of socially harmful behavior, such as aggression, interpersonal deviance, social undermining, interactional injustice, harassment, abusive supervision, and bullying.

32
Q

What is conflict?

A

Energy created by the perceived gap between what we want and what we are expecting.

33
Q

What is negotiation?

A

A give and take decision-making process between two or more parties with different preferences.

34
Q

What are employees’ responsibilities in work-life balance?

A

Designate time (tell family and friends you will talk during breaks) and space (office, unused bedroom, etc.), and share responsibilities (parental roles shared, household chores, etc.). e time and space, and share responsibilities.

35
Q

What are employer responsibilities in work-life balance?

A

Flex space, flextime, and creating a family supportive culture.

36
Q

what is flex space?

A

occurs when policies enable employees to do their work from different locations besides the office- aka telecommuting

37
Q

what is flex time?

A

flexible scheduling, cover either the time when work must be completed- deadlines- or the limits of the workday

38
Q

What are tips for preparing for negotiations?

A

Identify your ideal emotions, manage your emotions, and know your hot buttons, keep your balance, identify your takeaway emotions

39
Q

What is confirmation bias?

A

Pertains to how we selectively gather information.

40
Q

What is overconfidence bias?

A

Results in overestimating our skills relative to those of others (driving ability) and overestimating the accuracy of our predictions.

41
Q

What is availability bias?

A

Decision maker’s tendency to base decisions on information readily available in memory. (Media covers school shooting, assuming they are common due to recent memory).

42
Q

What is representativeness bias?

A

Leads us to look for information that supports previously formed stereotypes. (Hiring recent graduate from LSU since previous 3 hires from LSU were good).

43
Q

What is anchoring bias?

A

Occurs when decision makers are influenced by the first information they receive about a decision, even if it is irrelevant. (Knowing population of Mexico is greater than 40 million, then when guessing Canada’s population, the answer being influenced by Mexico’s greater than 40 million response).

44
Q

What is hindsight bias?

A

Occurs when knowledge of an outcome influences our belief about the probability that we could have predicted the outcome earlier. Example is deciding, knowing it may be the wrong decision based off previous information, but making the “incorrect” decision anyway and reflecting on why you made the decision in the first place.

45
Q

What is framing bias?

A

When a question is posed or framed, leading us to change the way we interpret alternatives. (Customers preferring meat that is 85% lean instead of 15% fat. Even though both mean the same thing).

46
Q

What is escalation of commitment bias?

A

Tendency to hold to an ineffective course of action even when it is unlikely the bad situation can be reversed. (Investing more money in an old or broken car?)

47
Q

What is bounded rationality?

A

The notion that decision makers are restricted by various constraints when making decisions.

48
Q

What is intuition?

A

Consists of judgments, insights, or decisions that “come to mind on their own, without explicit awareness of the evoking cues and of course without explicit evaluation of the validity of these cues.”

49
Q

What is optimizing?

A

Solving problems by producing the best possible solution based on highly desirable conditions.

50
Q

What is satisficing?

A

Choosing a solution that meets minimum qualifications and is ‘good enough.’ (finding a radio station while driving).

51
Q

What is cohesiveness?

A

A sense of ‘we-ness’ that tends to override individual differences and motives.

52
Q

What is minority dissent?

A

When group members feel comfortable disagreeing with other group members.

53
Q

What is goal displacement?

A

Occurs when the primary goal is overridden by a secondary goal.

54
Q

What is groupthink?

A

mode of thinking that people engage in when they are deeply involved in a cohesive in-group, when members’ strivings for unanimity override their motivation to realistically appraise alternative courses of action.

55
Q

One problem with big data is…

A

private or sensitive information is more easily obtained, which means it can be leaked to others.

56
Q

What is expertise?

A

Individual’s combined explicit knowledge (information that can easily be put into words) and tacit knowledge (information we gain through experience that is difficult to express and formalize).

57
Q

What is creativity?

A

The process of producing new and useful ideas concerning products, services, processes, and procedures.

58
Q

What is brainstorming?

A

A method that helps groups generate multiple ideas and alternatives for solving problems.

59
Q

What is empowerment?

A

Efforts to enhance employee performance, well-being, and positive attitudes.

60
Q

What are commonly used political tactics?

A

Building a network of useful contacts.
Using “key players” to support initiatives.
Making friends with power brokers.
Bending the rules to fit the situation.
Using self-promotion.
Creating a favorable image (impression management).
Praising others.
Attacking or blaming others.
Using information as a political tool.

61
Q

What are recommendations to build support for your ideas?

A

Creative a simple one-liner that captures your idea.
Get your idea on the agenda.
Score small wins early and broadcast them widely.
Form alliances with people who have the power to decide, fund, and implement.
Persist and continue to build support.
Respond and adjust.
Lock it in.
Secure and allocate credit.

62
Q

What is power in a workplace context?

A

Discretion and the means to enforce your will over others.

63
Q

Game of thrones video provided examples of what?

A

5 bases of power

64
Q

What is legitimate power?

A

Authority; managers who obtain compliance primarily by using their formal authority to make decisions.

65
Q

What is reward power?

A

Individuals or organizations that can obtain compliance by promising or granting rewards valued by the other party. (pay for performance plans)

66
Q

What is coercive power?

A

The ability to make threats of punishment and deliver actual punishment.

67
Q

What is expert power?

A

Valued knowledge or information.

68
Q

What is referent power?

A

Derived from personal characteristics and social relationships that gain others’ compliance.

69
Q

How are impressions formed during job interviews?

A

Impressions are formed quickly and subtly.

70
Q

What are Robert Cialdini’s Six Principles of Persuasion?

A

Liking, Reciprocity (GET PRONUNCIATION) , Social Proof, Consistency, Authority, and Scarcity.

MGMT 3005 (4 decks)

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