Midterm Review Flashcards
1
Q
why are interpersonal skills important?
A
they enable people to connect with others, thereby being more successful in business
2
Q
soft skills
A
being able to interpret other peoples emotions
3
Q
self efficacy
A
the confidence in your ability to carry out aa specific task or goal
-I know I will get an A in biology if I study for an hour everyday”
4
Q
informal learning
A
the acquisition of knowledge and skills that take place naturally outside of a structured learning environment
5
Q
developmental need
A
a specific area in which you need to change/improve
6
Q
8 major personality factors and traits
A
neuroticism, extraversion, openness, agreeableness, conscientiousness, self-monitoring, risk taking/thrill seeking and optimism
7
Q
Conscientiousness
A
detail-oriented/exact/on time/going the extra mile/put others first
8
Q
self-monitoring
A
self-awareness/self-evaluating/focusing on themselves (mood)
9
Q
optimism
A
experience positive emotional states and believe in positive outcomes
10
Q
Organizational Citizenship Behavior
A
willingness to go beyond one’s job description without a specific apparent reared
11
Q
affiliaation oriented
A
going above and beyond to promote something they are apart of
12
Q
challenge oriented
A
challenge is to get 10 students to sign up for HSC 365 and i am going to do it
13
Q
Cognitive styles are modes of problem solving based on 4 dichotomies:
A
energy flow: extraversion/introversion
information gathering: sensation/intuition
decision making: thinking/feeling
lifestyle orientation: judging/perceiving
14
Q
cognitive intelligence
A
the capacity to acquire and apply knowledge: verbal comm, word fluency, numerical acuity, spatial, memory, perceptual speed, inducitve reasoning
15
Q
practical intelligence
A
an accumulation of skills, dispositions and knowledge plus the ability to apply knowledge to solve everyday problems
16
Q
multiple intelligneces
A
a theory of intelligence contending that people know and understand that world in distinctly different ways and learn in different ways: linguistic, logical, musical, etc.
17
Q
emotional intelligence
A
qualities such as understanding one’s feelings, empathy, and the regulation of emotions to enhance living: self-awareness, -management, -awareness, and relationship management
18
Q
Values as a resource of individual differences
A
refers to the importance a personal attachment to something
19
Q
Person-role conflict
A
situation that occurs when demands made by the organization clash with the basic values of the individual
20
Q
Self-esteem
A
overall evaluation people make about themselves - whether positive or negative
21
Q
Negative self-esteem
A
losing a job
22
Q
Self-concept
A
What we THINK about ourselves
23
Q
Self-esteem is…
A
what we FEEL about ourselves
24
Q
self-esteem tends to develop based…
A
on our interactions with people, events, and things
25
Childhood experiences that lead to high self esteem
praise, listened to, spoken to respectfully, getting attention and hugs, experiencing success in sports and school, doing well and then receiving credit
26
Childhood experiences that lead to low self esteem
harshly criticized, yelled at or beaten, ignored, ridiculed, teased, expected to be perfect, repeated failure in sports or academics, messages that failed experienced were failures of whole self
27
Negative consequences of high/low self esteem
-exaggerated high levels of self esteem can lead to narcissism
-when self esteem is low, people tend to envy others
-poor romantic relationships
28
Sources of feeling self confident
actual experiences, experience of others, social comparison, social persuasion, emotional arousal
29
Steps in communication
1. sender - sends message
2. message - goes to receiver
3. channel - is chosen
4. receiver - gets message and reacts
5. feedback - from receiver
6. environment - influences reception
7. noise - disrupt communication
30
Communication skills are...
a success factor for workers in a variety of jobs
31
Nonverbal communication transmits the feeling behind the message...
environment, interpersonal distance, posture, hand gestures, facial expressions & eye contact, voice quality, personal appearance, attention paid to other person
32
Overcoming communication problems and barriers
minimize defensive communication (method of protecting self-esteem)
33
Positive interpersonal skills while using smartphone
Inform work associates ahead of time if you're waiting for a call from a medial professional or in reference to an urgent home situation
34
Negative interpersonal skills while using phone
-accepting a call during work conversation
-making frequent personal calls on your phone in earshot of coworkers
-talking loudly on the phone
35
Interpersonal skills linked to telecommuting
a solid human connection may be missing
36
Rational decision model
the traditional, logical, approach to decision making, based on the scientific methods
37
Political decision model
assumes that people bring preconceived notions and biases into the decision making situation. Self-interest may block people from making the most rational choice
38
The Group Problem Solving
1. identify the problem
2. clarify the problem
3. analyze the cause
4. search for alt solutions
5. select alt.
6. plan for implementation
7. clarify the contract
8. develop the action plan
9. provide for eval and accoutability
-best applied to complex problems; a group with collective efficacy is more likely to solve the problem
39
Inquiry
looks for best alternative - asks questions
-often leads to collaboration
40
Advocacy
fighting for one positions
-disagreement under advocacy approach may cause division in group
41
Brainstorming
Often used when a number of organizations seeks large numbers of alternative solutions to problem at hand
42
Guidelines for brainstorming
-group size should be 5-7
-no criticism
-freewheeling encouraged
-quantity and variety is important
-notes must be taken
-invite outsiders
-don't over-structure
-brainwriting is idea generation from working alone
43
Standup Meetings
-improves problem solving
-participants might be more alert and decide more quickly
44
Reasons for collaborative software
-faster, clearer, more persuasive
-work for remote locations
-group can communicate when it would not otherwise be possible
45
Being effective participate during meetings
-arrive prepared
-arrive on time
-don't hog meeting or sit silently
-use constructive nonverbal communication
-converse with other participants
-be prepared to offer alt. solutions
-have data ready is possible
-conduct yourself well
46
Cultural factors and group decision making
-acceptance of unequal distribution of power orgs
-the degree to which a country is aggressive versus nurturing
-the degree to which a society is individualistic versus collectivistic
47
The diversity umbrella...
is supposed to welcome diversity
48
Cultural Sensitivity
awareness of and willingness to investigate others and why they do what they do
-to relate well to people from another country, one must be alert to possible cultural difference
49
Political Correctness
intent is not to offend or slight anyone, and to be extra civil and respectful
-best not to refer to worker's race, sex, ethnicity, or physical status
50
Components of cultural intelligence (IQ)
cognitive - knowledge and how to acquire knowledge
emotional/motivational - energizing
51
Employee Network (or affinity)
groups are an official way of demonstrating respect for all workers
52
Respecting all workers and their cultures lead to...
cross-cultural understanding
53
Cultural fluently
the ability to conduct business in a diverse, international environment
-involves a variety of skills including relating well to people from different cultures and knowing a second language
54
Cultural Bloopers
minimize actions likely to offend people from another culture, based on their cultural values
55
Culture Intelligence Training
Training helps workers figure out such things as which handshake is best
56
Diversity training
strives for workplace harmony by teaching people how to get along better with diverse work associates
57
Conflict
A situation in which 2 or more goals, or events are incompatible or mutually exclusive
58
Personality Clashes and Drama
one of the most frequent conflicts is between the sweeping big picture person, and the cautious detail-oriented person
59
Sources of conflict
personality clashes/drama, competition for limited resources, role conflict, competing work and family demanded, bullies, incivility and rudness, cross-generational conflicts, workplace violence
60
Initiatives to reduce work family conflict
time off policies, flexible hours, supervisory support, Family Leave Act of 1993
61
Cross Generational Conflict
Value based differences in behavior can lead to conflict between generations
-preferred approached to communication, such as text or email
62
Constructive Handling of Criticism
Offer an apology if warranted. This will most likely prevent the criticism from escalating
63
Reframe through _________ ___________ by viewing negative elements more positively
Cognitive restructuring
64
Quid Pro Quo
individual suffers job loss or threatened loss of job benefit because of refusal to grant sexual favor
65
Leadership
The ability to inspire support and confidence among the people who are needed to achieve company goals
66
Key leadership traits to develop
self-confidence & leadership efficacy, positive core eval, assertiveness, trustworthiness & morality, sense of humor, self-awareness & self-objectivity, cognitive skills, emotional intelligence, passion & enthusiasm, self-sacrificing
67
Leadership self-efficacy is linked to
confidence in the knowledge skills, and abilities valuable for leading others
68
Seven behaviors of an assertive person
expresses criticism freely, confronts unfair person, able to express anger toward coworker, willing to cry with friends, speaks up at meetings, able to ask friends for favors, willing to confront a rude stranger
69
Integrity is a...
consistency of words and deeds and being true to oneself
70
Authentic leader is
genuine and honest about own personality, values, and beliefs.
-also has integrity and creates a positive ethical climate
71
Humor helps...
relieve tension and boredom, and defuses hostility
72
effective leaders are aware...
of their strengths and limitations
73
Emotionally intelligent leaders can...
work effectively with emotions of others to resolve problems
74
Self-sacrificing personality
is more concerned about welfare and interest of others than oneself
75
Charisma
a special quality of leaders whose purpose, powers, and extraordinary determination differentiate them from others
76
Leaders practice _______ ________, but doesn't stand out of the way and provide no guidance to group memebers
participative leadership
77
Motivation
is an internal state that leads to focussed effort toward objectives and an activity performed by one person to get another person to accomplish work
78
Work engagement
is high levels of investment in work tasks for job
79
Commitment
is an employee's bond with job-associated target, often another person
80
"What's in it for me?"
is the most fundamental principle of motivation
81
7 key needs
1. achievement
2. power
3. affiliation
4. autonomy
5. esteem
6. safety and security
7. equity
82
positive reinforcement
increases probability that behavior will be repeated by giving reward for desired response
83
Negative reinforcement
is rewarding by removing uncomfortable situation
84
Why is recognition an effective motivator?
reward and motivate employees are standard practice, strong motivator because of normal recognition craving, most workers feel recognition deficient, not a substitute for good pay, ties in with other motivators
85
Approaches to giving recognition
identify a meritorious behavior, then give oral, written, or material reward
86
Effort-to-performance expectancy
is the individual's probability that effort will lead to performing the task correctly
87
Performance-to-outcome expectancy
is the individual's probability that performance will lead to certain outcomes or rewards
88
Valence
is the value, worth, or attractiveness of an outcome
89
Pygmalion effect
high expectations become self-fulfilling prophecy
90
Galatea effect
if you raise your level of self-expectation, you will achieve more
91
Training
the process of helping others acquire a job-related skill
92
Passive learning
reading and study
93
Learning by doing
learning by practice
94
Learning by working alone vs.
learning cooperatively in a group
95
Difficult person
creates problems yet has skill and mental ability to do better
96
Some difficult people are suffering from a _________ ________
personality disorder - a maladaptive pattern of behavior that deviates from cultural norms
97
Different types of difficult people
know-it alls, blamers, gossips, bullies, exploders, repulsives, passive-aggressive people, no-people, Jekyll and Hyde, whiners, backstabbers, high-maintenance types, clods, minimalists, office cheats
98
Ask the difficult person to THINK before speaking
T - is it true
H - is it helpful
I - is it inspiring
N - is it necessary
K - is it kind
99
Resume
is a personal marketing tool for selling your skills and your potential to handle new responsibilties
100
Cover letter
must accompany your resume, explains who you are, grabs attention, should take 1 minute to read, bulleted list of accomplishments useful
101
Personal Brand
is based on your basket of strengths
102
Organizational Politics
refers to gaining power through means other than merit or luck
103
Power
is the ability to control anything of value, and to influence decisions
104
Social intelligence
helps you understand how relationships affect brain and body
105
Impression management
is a set of behaviors directed at enhancing one's image by drawing attention to oneself
106
Political skills can help you develop...
higher quality leader-member exchange
107
Tactics of impression management
-display organizational citizenship behavior
-perform well, build trust and confidence
-be visible and create a strong presence
-admit mistakes
-minimize being a yes-person
-create a healthy image
108
Using proper ________ contributes to individual and business success
etiquette
109
Cross-cultural relations
-violating customs, such as how far to stand from people, is poor etiquette
110
Interaction with people with physical disabilities
-treat a disabled person as you would anyone else
111
network...
with influential people
112
Understand _______ boundaries
unwritten
113
express _________ __________ (if you believe your manager is wrong, base your disagreement on careful analysis, and be tactful)
constructive disagreement
114
Networking with key people
-gain trust and confidence
-identify who the power players are
-have a plausible reason to contract network members
-be clear and concise about your needs
-explain benefits you are offering
-avoid being a pest
115
Ask for ______
advice
116
Avoid political blunders...
bypassing the manager
117
principles for customer satisfaction
-strive for high levels of customer satisfaction
-your job satisfaction will lead you to provide better customer service
-understand your company's expectations in terms of customer service
-receive emotional support from coworkers and management to give better customer service
-respond positively to moments of truth
118
emotional support of coworkers often leads to...
providing better service
119
Customer-centric sales process...
uses low-pressure selling and aids consultation
120
Empowerment
refers to managers transferring, or sharing power with lower-ranking employees
121
creating a bond with your customer
strong customer orientation helps, create a welcoming attitude, provide exceptional service, show care and concern, make the buyer feel good, build a personal relationship with customers, invite the customer back
122
dealing with customer dissatisfaction
deal constructively with customer complaints and anger, involve customer in working out the problem, focus on customer's problem rather than their emotion, anticipate how to handle an unreasonable request, maintain a realistic customer retention attitude
123
Ethical reasoning
-being honest about being fired from a previous job
-employees reporting the shortcomings of their coworkers
-being honest about a delivery date
124
Unethical reasoning
-withdrawing money from expense account when in need
-conducting personal business on company time
-flirting with boss in hopes of a salary raise
125
Cronyism
giving jobs to people who have done personal favors for you
-often hired instead of more qualified candidate
-widely practiced
-the owner often gives plum jobs/contracts to cronies
126
Honesty, or not faking reality
is the key component of virtuousness
127
Integrity means...
loyalty to one's convictions, or sticking to one with one's principles
128
stress
an adaptive response to an action, situation, or event that places special demands on a person
129
Stressor
is a force creating the stress
130
fight-or-flight response
the battle against the stressor
131
Hinderance stressors
have a negative effect on motivation and performance
132
Challenge stressors
have a positive effect on motivation and performance
133
burnout
a condition of emotional, mental, and physical exhaustion in response to long-term stressors
134
Personality factors related to stress
low perceived control, low self-efficacy, type A behavior and hostility, negative affectivity and high reactivity to stress
135
Role overload
creates stress because person is fatigued and behind schedule
136
Extreme job...
for 60+ hours per week, tight deadlines, and heavy travel
137
Role Ambiguity
when job holder receives confusing or poorly defined expectations
138
Carpal tunnel syndrome
causes stress because of the pain and misery and potential job loss
139
Emotional labor
regulating both feelings and expressions to meet goals
140
The _______ _____ ______ helps you overcome stress-inducing thoughts
Cognitive behavioral approach
