Quiz #2-Teamwork Flashcards
Communicating effectively involves:
- choosing your words carefully
- saying them clearly
- supporting them with appropriate body language
Effective communication abilities will influence:
- chances of being hired
- job satisfaction
- respect you receive
The listening process:
- Listen-observe body language
- Summarize-“if I understand you correctly…”
- Question-ask questions to confirm your understanding
- Pause-wait for a pause to speak and never interrupt
How do you deal with someone who is upset?
- Do not try to solve the problem or obtain facts
- Make them feel accepted and understood
- Empower them to solve their own problems
- Do not try to reason with them, but help calm them so they can become reasonable
How do you listen when you are busy?
Acknowledge the speaker and what they are trying to tell you, and politely communicate your need to keep working or be on your way
Ways to communicate with the hearing impared:
- Some can read lips, but medical terminology may be difficult
- Ask if the patient can understand you, and adjust your method if necessary
- Writing can avoid unnecessary confusion
- Body language is important
- Interpreters or sign language would be ideal
Ways to communicate with the visually impaired:
- Identify yourself and your role
- Escort them by letting them hold your arm
- Give verbal directions and explain what you are doing
- Place the person’s hand on the back of the chair when offering them a seat
- Always inform them of your arrival/departure
What are the four types of Conflict Management and their outcomes?
- Avoiding: lose-lose
- Accommodating: lose-win
- Compromising: lose-lose
- Collaborating: win-win
The eight “problem co-workers”:
- The provocateur: acts behind the scenes
- The know-it-all: mostly just annoying
- The liar: won’t take accountability
- The manipulator: full of excuses
- The whiner: everything is a problem, DNI
- The silent type: uncommunicative
- The bully: insecure, don’t submit to them
- The social butterfly: disrupts work flow
Name 1-2 facts about each generation:
-Boomers: achievers, hard working
-Gen X: currently in leadership with boomers, don’t like micromanagement
-Millennials: learning oriented, want to move up
-Gen Z: grew up with tech, very adaptable
Name 4 ways to deal with difficult people:
- Control your own response to avoid giving them the reaction they want
- Ignore the attention-seeking behaviour
- Change your own attitude
- Change your approach to the problem person
Name 5 benefits of teams:
- Improved quality and productivity
- Enhanced problem-solving skills
- Increased communication
- Reduced operating costs
- Shared responsibilities relieve individual stress
Name 5 reasons teams fail:
- Failure to prep managers for changing roles
- Failure to prep team members for changing roles
- Inappropriate reward/compensation system
- Inadequate training
- Insufficient pre-planning of team structures
Name 4 different types of teams:
- Process improvement
- Work groups
- Special project teams
- Temporary teams
What is KESAA?
Knowledge (education)
Experience (application of said education)
Skills (training)
Aptitude (natural talent)
Attitude (disposition)
