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SERVICE CULTURE > PART 1 > Flashcards

PART 1 Flashcards

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Sociology 101 flashcards
1
Q
  • Recognizing and understanding your own emotions.
A

Self-Awareness

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2
Q
  • Expressing emotions appropriately, at the right time and place.
A

Self-Regulation

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3
Q

Interaction and communication with others are vital aspects of emotional intelligence.
* It goes beyond understanding one’s own and others’ emotions; it involves applying this knowledge in daily interactions.

A

Social skills

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4
Q
  • the ability to understand others’ feelings, is a crucial aspect of emotional intelligence.
  • It extends beyond recognizing emotional states and involves responding appropriately based on this understanding.
A

Empathy

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5
Q
  • Emotionally intelligent individuals are driven by internal needs and personal goals rather than external rewards like fame or money.
A

Motivation

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6
Q

5 Components of Emotional Intelligence

A

Self-awareness
Self-Regulation
Social skills
Empathy
Motivation

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7
Q

The ability to accurately identify one’s own emotions and those of others.

A

Emotional intelligence

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8
Q

When individuals own their goals due to intrinsic motivation, they are more likely to invest time, concentration, process information better, and exhibit persistence

A

Self-Determination Theory (SDT)

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9
Q

This theory focuses on learning in a social context and involves concepts like observation, imitation, and modeling.

A

Social Learning Theory

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10
Q

Seven characteristics of emotionally intelligent people

A

Change agents
Self-Awareness
Empathy
Not perfectionist
Balanced
Gracious
Curious

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11
Q

Three Most Desired Capabilities

A

Communication skills
Interpersonal skills
Initiative

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12
Q

5Areas of self-Awareness

A

Personality
Values
Habits
Needs
Emotions

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13
Q

the ability to control one’s own behavior, emotions, and desires with the aim of achieving positive outcomes. It plays a crucial role in maintaining emotional balance, making rational decisions, and resisting impulsive actions that may lead to negative consequences.

A

Self- regulation

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14
Q

The text defines self-regulation as “control [of oneself] by oneself.” It emphasizes two key aspects:

A

Behavioral self-regulation

Emotional self-Regulation

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15
Q

involves acting in a way that aligns with long-term goals and deep-seated values.
It allows individuals to act in a manner that may be different from their immediate emotional or situational responses.

A

Behavioral Self-Regulation:

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16
Q

pertains to managing or influencing one’s emotions.
It enables individuals to talk themselves out of a bad mood or calm themselves down when feeling angry or upset.

A

Emotional Self-Regulation:

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17
Q

Two types of pressure that individuals may experience when practicing effective self-regulation:

A

Bad pressure

Good pressure

18
Q

Occurs when individuals fail to self-regulate, leading to the accumulation of stress and the creation of a critical and toxic atmosphere.
Under this kind of pressure, people may lose focus, balance, and their ability to self-regulate effectively.

A

Bad Pressure:

19
Q

a healthy type of pressure characterized by creating an assertive yet non-critical and non-harmful atmosphere.

A

Good Pressure

20
Q

also known as people skills or EI (Emotional Intelligence), are personal attributes that enhance how individuals interact with others.
* These skills are essential for functioning effectively in social settings and are often considered behavioral competencies, interpersonal skills, or people skills.

A

Soft skills

21
Q

are tangible, specific, and usually teachable technical skills that are used to perform tasks.
* They are typically associated with technical, job-specific knowledge and expertise.

A

Hard skills

22
Q

EXAMPLES OF SOCIAL SKILLS

A

Effective communication

Conflict resolutions

Active listening

Empathy

Relationship management

Respect

23
Q

a vital human ability that enables us to emotionally understand what others are feeling, see things from their perspective, and imagine ourselves in their place. It involves putting oneself in another person’s position and genuinely feeling what they are experiencing.

A

Empathy

24
Q

Involves feeling sorry for or pitying someone but not necessarily fully understanding or sharing their feelings.

A

Sympathy

25
Q

a complex psychological concept that plays a vital role in driving human behavior, particularly in an organizational or work context. It can be defined as the internal or external factors that stimulate, direct, or maintain behavior.

A

Motivation

26
Q

a process of providing one-on-one guidance and instruction to improve knowledge, skills, and work performance.

A

Coaching

27
Q

It requires the use of reasoning skills to objectively study a problem and make informed decisions.

A

Logical Thinking

28
Q

involves analyzing facts to thoroughly understand a problem or topic.
The process includes steps like identifying a problem, making inferences, collecting data, organizing and sorting information, developing and executing solutions, and analyzing outcomes.

A

Critical Thinking

29
Q

This means putting oneself in another’s shoes, seeing the world through their eyes, and identifying with their emotions.
Is a more active process where you share the emotional experience with the person.
Allows you to connect with and comprehend the other person’s feelings to some extent.

A

Empathy

30
Q

Leadership Method:
Leaders provide direction, action plans, and support to their team members. They use periodic check-ins to ensure that individuals stay on the right track and offer empathetic corrections when necessary.
Empathy: Empathy is a fundamental component of coaching leadership. Leaders demonstrate understanding and compassion when interacting with team members. They use empathetic correction to guide and motivate individuals to achieve their goals.

A

Coaching

31
Q

involves assigning tasks with minimal specific guidance. Team members are expected to be self-motivated, self-managing, and responsible for directing themselves.
Empathy: While empathy may not be as central in this leadership style, it can still play a role. Leaders should trust their team members to manage their responsibilities, and they can show empathy by providing emotional support when needed.

A

Delegating

32
Q

often used when leading new team members who may require more guidance and extrinsic motivation. Leaders provide clear instructions and direction to help individuals understand what needs to be done.
Empathy: Empathy may not always be the primary focus in instructive leadership. However, leaders can use empathy to understand and address the specific needs of new team members and provide support when they are struggling with tasks

A

Instructive

33
Q

emphasizes providing support rather than strict direction. Leaders tailor their approach based on individual team members’ needs, providing instruction, delegation, coaching, or emotional support as necessary.
Empathy: Empathy is central in supportive leadership. Leaders must understand the varying needs and motivations of team members. By being empathetic, leaders can determine the appropriate level of support, guidance, or coaching required for each individual

A

Supportive

34
Q

conditions for effective modelling to occur

A

Attention
Retention
Motor reproduction
Motivation

35
Q

Steps for Effective Workplace Coaching

A

Analyze,
Prepare,
Conduct,
Document,
follow up

36
Q

-General Aspects of Empathy in Leadership
-importance of Empathy

A

Understanding Others
Developing Others
Service Orientation
Leveraging Diversity
Political Awareness

37
Q

How to Effectively Conduct One-on-One Coaching Sessions?

A

Regular One-on-One Sessions,
Constructive Feedback Sessions,
Body Language,
Six-Question Process:

38
Q

Ways to Strengthen your Own Empathy

A

Challenge Yourself
Travel,
Get Feedback,
Read Literature,
Walk in Others’ Shoes,
Examine Your Biases
Cultivate Curiosity,
Ask Better Questions

39
Q

Some techniques that can help you, or your clients if you are a therapist

A

Journaling
Bibliotherapy
Art therapy and sand trays
Mindfulness-case stress reduction (MBSR)
Group Therapies

40
Q

Methods for Enhancing Self-awareness

A

Psychotherapy
Techniques include free associations
Modern cognitive Therapies
Self-awareness methods

41
Q

Ways to Improve Self-Awareness

A

Psychoanalysis
Cognitive Therapies
Free association
Dream interpretation
Mindfulness practices
Mindful exercises
Diary cards

SERVICE CULTURE (3 decks)

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