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Human Relations > Final Exam > Flashcards

Final Exam Flashcards

1
Q

the internal process leading to

behavior to satisfy needs (the REASON you do anything)

A

MOTIVATION

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2
Q

Ability X Motivation X Resources

A

Performance

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3
Q

Five Basic Needs
1. PHYSICAL – food, water, shelter, sex
2. SAFETY – safe working conditions, security
3. SOCIAL – love, friendship, affection, acceptance
4. ESTEEM – ego, status, self-respect, recognition
(titles, raises, promotions, etc)
5. SELF-ACTUALIZATION – your full potential

A

Maslow’s Hierarchy

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4
Q

HYGIENES (lower level needs)
 Physical, Safety, Social
 a.k.a. EXtrinsic - external to job itself
 Pay, job security, job titles, etc
 Keep people from being dissatisfied – but do not
motivate them
◦ MOTIVATORS (higher level needs)
 Esteem, Growth, Self-Actualization
 a.k.a. INtrinsic – internal to individual
 Achievement, recognition, challenge, etc.
 To be truly motivated and satisfied you must seek and
attain INTERNAL REWARDS – your job must have
meaning to you beyond $$ and titles

A

Herzberg’s Hygienes and Motivators

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5
Q

Motivation = Expectancy X Valence
◦depends on how much someone
wants something

A

Expectancy Theory

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6
Q 
behavior can be controlled
through the use of positive or negative
consequences
 A.K.A. Behavior Modification or Operant
Conditioning
 Three Components:
◦ STIMULUS – the event/something that happens
◦ RESPONSE – behavior/performance
◦ CONSEQUENCES – reinforcement – pos/neg
A

B.F. Skinner - Reinforcement Theory

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7
Q 
tell the person exactly what was done
right
 tell the person why it is important
 stop for a moment of reflection
(assimilation)
 encourage repeat performances
A

1 minute praise

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8
Q

Is a person’s ability to influence others to do something they would not do otherwise

A

POWER

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9
Q

POSITION POWER
comes from top management
is delegated down chain of command
PERSONAL POWER
comes from your personal style and people skills
is given to you from those who choose to follow you (earned?)

A

Levels of power

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10
Q

Uses threats – punishment – being a bully

A 
Seven Bases (Types) of Power
COERCIVE POWER
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11
Q

Based on one’s relationship with influential people

A 
Seven Bases (Types) of Power
CONNECTION POWER
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12
Q

Based on your ability to influence people with something of value to them
I can give you something you want – pos reinforcer – recognition, raises, promotions
Reciprocity with peers – exchange of favors

A 
Seven Bases (Types) of Power
REWARD POWER
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13
Q

Based on the person’s position (credibility) in the organization

A 
Seven Bases (Types) of Power
LEGITIMATE POWER
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14
Q

Based on what information you have access to – insider info

A 
Seven Bases (Types) of Power
INFORMATION POWER
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15
Q

Based on your skill and knowledge of a subject

A 
Seven Bases (Types) of Power
EXPERT POWER
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16
Q

Based on your personal power - people like you, look up to you

A 
Seven Bases (Types) of Power
REFERENT POWER
17
Q

never go a day without praising
be sensitive to others moods
compliment past achievements before you ask for something more
state why you are asking them instead of someone else – personal compliment
acknowledge the inconvenience
basically making it hard for them to say no
an emotional appeal for sure

A

Five Influencing Tactics

INGRATIATION (PRAISE)

18
Q

using logic – just the facts please

A

Five Influencing Tactics

RATIONAL PERSUASION

19
Q

works well on emotionally responsive people
guidelines for use:
know the values of the person you are appealing to
appeal to that person’s sense of self
create a vision of the end product
be positive, optimistic, up-beat – it’s contagious!
use nonverbals– drop a tear or two if needed – but you must be genuine not phony!

A

Five Influencing Tactics

INSPIRATIONAL APPEAL

20
Q

based on loyalty and friendship

A

Five Influencing Tactics

PERSONAL APPEAL

21
Q

using your valid authority

guidelines for use

A

Five Influencing Tactics

LEGITIMIZATION

22
Q 
◦ Perform a Self-Assessment & set goals
◦ Create a One-Minute-Self-Sell
◦ Develop a network
◦ Conduct networking interviews
◦ Maintain the network
A

Networking Process

5 basic tasks

23
Q

a process in which two or
more parties have something the other
wants - an attempt to come to an exchange
agreement.

A

negotiating

24
Q

Plan
◦2. Bargain
◦3. Maybe a Postponement
◦4. Agreement – or No Agreement

A

Process of Negotiating

25
Q

BATNA

A

Best Alternative To A Negotiated Agreement

26
Q

If one fails, everyone fails

A

Team

27
Q

If one fails, “too bad so sad”

A

Group

28
Q

 Forming: understanding boundaries and get
a feel for expectations
 Storming: remain commited to ideas,
triggers conflict and harms progress
 Norming: realize need to work together to
accomplish team goals
 Performing: comfortable with roles, makes
progress toward goals
 Adjourning: experience anxiety as
disengage and separate

A

Stages of Team Development

Human Relations (3 decks)

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