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OFFICE PRO - 2303 > Midterm > Flashcards

Midterm Flashcards

1
Q

What is a Professional Reference?

A

A person who knows an applicant’s skills or talents, personal traits and is willing to recommend him or her.

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2
Q

Why is it important to have a Professional Network?

A
  • The more people you know, the better your odds are of finding a job or job leads.
  • Get notified about jobs before they are advertised.
  • Get advice and support.
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3
Q

What is a benefit of Informational Interviewing?

A

It leads to networking opportunities and better prepares you for the job search process.

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4
Q

Why is Etiquette important when networking?

A

Your professional reputation will be molded by the way you treat others.

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5
Q

What is Leading Function Management mean and what traits do they have?

A

The process of influencing others to work toward the attainment of common goals. Traits: -honesty - loyalty - self-assured - intuitive - collaborative -decisiveness

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6
Q

What are Direct Reports?

A

Employees

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7
Q

What does Directing mean?

A

The process of influencing employees by supervising and overseeing them to perform job duties, providing motivation for them to be successful and encouraging open communication.

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8
Q

What does Empowerment mean?

A

Management practice of giving decision-making authority to employees.

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9
Q

What does Accountability mean?

A

Accepting responsibility for one’s actions.

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10
Q

What is Intrinsic Motivation?

A

Engaging in activity that is personally rewarding, such as experiencing personal satisfaction from performing a task well.

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11
Q

What is Extrinsic Motivation?

A

Engaging in activity in which an individual receives a reward from someone else, such as a promotion or bonus.

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12
Q

What are the 3 Theories of Motivation?

A
  • Maslow’s Hierarchy of Needs
  • Herzberg’s Two-factor Theory
  • Expectancy Theory
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13
Q

What type of needs is Self-Actualization? (All needs have been fulfilled to some degree)

A

Self-fulfillment Needs

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14
Q

What type of needs is Esteem and Love/Acceptance?

A

Psychological Needs

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15
Q

What type of needs is Security and Physical Needs?

A

Basic Needs

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16
Q

What are Dissatisfiers?

A

Those that lead to job dissatisfaction if they are not present and obvious. Such as fair pay

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17
Q

How many stages are there in the Group Development Process, and what are they?

A

4 Stages

  • Forming - the group comes together
  • Storming - members express individual needs/opinions
  • Norming - collaboration and cooperation develop and the team begins to function as a cohesive group
  • Performing - the team is productive and meets goals.
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18
Q

What is Leadership Style?

A

The way in which a person leads a team, provides direction, motivates others and plans action.

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19
Q

What are the 3 Leadership Styles?

A
  • Democratic Leadership
  • Autocratic Leadership
  • Laissez-faire Leadership
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20
Q

What style of leadership style is this?

  • Invites participation from team
  • Open and collegial
  • Shares decision making with team members
A

Democratic Leadership

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21
Q

What type of leadership style is this?

  • Handles problems that arise
  • Keeps close control over members of the team
  • Maintains power within the group
A

Autocratic Leadership

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22
Q

What type of leadership style is this?

  • Adapts a hands-off approach
  • Makes decisions only if requested by team
  • Provides little or no direction
A

Laissez-faire Leadership

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23
Q

What does Management Style mean and what are the styles?

A

It is how a manager leads the team

Styles: - close management

  • limited management
  • flexible management
24
Q

What does Close Management believe employees will?

A
  • Will not perform unless watched over

- Will not work without someone telling them what to do

25
Q

What does Limited Management believe employees will?

A
  • Will perform and do not need close supervision

- Will work together when needed or ask for help

26
Q

What is Flexible Management?

A

When the manager adjusts a personal approach to employees depending on the situation.

27
Q

What are the 5 Steps to the Conflict Resolution Model?

A
  1. Identify the cause of the conflict
  2. Discuss the conflicts negative impacts
  3. Ask for solutions from both parties
  4. Identify solutions both parties can support
  5. Come to an agreement
28
Q

Conflict Resolution requires that each party involved:

A
  • Exhibits emotional control
  • Listens to one another without interruption
  • Speaks clearly and in a calm manner
29
Q

Formal Methods of Conflict Resolution may be required in certain circumstances, this is called what?

A

Negotiation

30
Q

What does Mediation mean?

A

Is inclusion of a neutral person or mediator, to help conflicting parties resolve their dispute and reach and agreement.

31
Q

What is an Ultimatum?

A

A final proposal or statement of conditions.

32
Q

What are the 3 Components of the Customer Experience?

A
  • Functional Clues
  • Mechanical Clues
  • Human Interaction Clues
33
Q

Functional Clues definition:

A

The technical performance of the service, such as the technician from the call center enabling you to get your new printer working. - Based on rational perceptions of quality.

34
Q

How many key Principles are there for Customer Satisfaction?

A

8

35
Q

What are the 4 key Principles for dealing with Customer Dissatisfaction?

A
  1. Deal constructively with customer complaints and anger.
  2. Involve the customer in working out the problem.
  3. Anticipate how to handle an unreasonable request.
  4. Maintain a realistic customer retention attitude.
36
Q

What are the 6 Magic Words?

A
  • I’m sorry
  • I agree
  • I understand
37
Q

What are the Characteristics of a Professional?

A
  • Accountable
  • Trustworthy
  • Supportive
  • Respectful
  • Approachable
38
Q

What are Long-term Goals?

A

Goals that take longer than a year to accomplish.

39
Q

What are Short-term Goals?

A

Goals that can be reached within a year.

40
Q

What are S.M.A.R.T. Goals?

A
  • Specific
  • Measurable
  • Attainable
  • Realistic
  • Timely
41
Q

What are Intrinsic Rewards?

A

Come from within you and reflect what you value. Examples: - curiosity - interest - pride - sense of achievement

42
Q

Human-Interaction Clues Definition:

A

From the behavior and appearance of service providers. Examples: - choice of words, - tone, -body language - dress

43
Q

Mechanical Clues Definition:

A

From the sensory presentation of the service, including sights, smells, sounds, tastes and textures

44
Q

What are Extrinsic Rewards?

A

Come from external sources and include things such as: - money - grades - career - praise - exams

45
Q

What does the common term Manage Up mean in the workplace?

A

Used to establish a working relationship with a supervisor so that his or her professional needs are met as well as the employee’s own needs.

46
Q

What does the term Playing Up mean in the workplace?

A

Going through the motions of building a relationship with a supervisor and displaying professional behavior, but the motivation behind the actions is not genuine.

47
Q

What if Office Politics? How does it affect everyone?

A

The behavior that individual’s practice to gain advantages over others in the workplace.

  • Inappropriate and unethical
  • A struggle for power
  • Some workers withhold information from a coworker to have an advantage over him or her.
48
Q

What is Professionalism?

A

Defined as workplace behaviors that result in positive business relationships.

49
Q

How do you handle an Unreasonable Request?

A
  1. Let your customer retain their dignity by stating your position politely and reasonably.
  2. Avoid arguing with an upset customer.
  3. Appeal to your customer’s sense of fair play/integrity.
  4. Be firm by repeating the facts or situation, keeping your temper down.
  5. Accept responsibility for your decision rather than blaming the company policy or manager.
  6. Be willing to say no to a customer when it is appropriate.
50
Q

When dealing with customer complaints or angry customers, what are some of the techniques you could use?

A
  1. Acknowledge the customer’s point of view.
  2. Avoid placing blame.
  3. Use the six magic words.
  4. Apologize for the problems created by you or the company.
  5. Take responsibility, act fast and be thorough.
  6. Tell the difficult customer how much you value them.
  7. Follow up on the resolution of the problem.
  8. Do your best to make sure the problem never happens again.
51
Q

How would you create a bond with a customer? What are the steps?

A
  1. Create a welcoming attitude, including a smile.
  2. Provide exceptional service.
  3. Show care and concern.
  4. Make the buyer feel good.
  5. Build a personal relationship.
  6. Invite the customer back.
52
Q

What are the Principles of Satisfying Customers?

A
  • Be satisfied so you can provide better customer service.
  • Receive emotional support from co-workers.
  • Understand customer needs and put them first.
  • Focus on solving a problem, not just taking orders.
  • Respond positively to moments of truth.
  • Be ready to accept empowerment.
  • Enhance customer service through information technology.
  • Avoid rudeness and hostility towards customers.
53
Q

World Class Experience =

A

Customer Delight

54
Q

Extra Satisfaction =

A

True Appreciation

55
Q

Friendly Service =

A

Expectations Satisfied

56
Q

Basic Needs Satisfied =

A

Common Treatment

OFFICE PRO - 2303 (2 decks)

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