Supervisor part 2 Flashcards
For the first ____ to ______, the person on a new job is under some pressure.
three to six months
A(n) _______ and ________ supervisor will use a check-back system to help new employees get adjusted.
understanding and supportive
Most new employees will have moments when they wonder, _____________.
“Can I really do this job?”
After the initial first week a supervisor can schedule a _______ review of the employees work for at least the first ________.
monthly, six months
Training employees for their jobs and developing their ____ and _____ are important responsibilities of a supervisor.
skills and abilities
Supervisors can spend more time planning ahead and preventing problems if routine work is handled by _________, ________ employees.
capable, well-trained
Some people learn best through (which is not)
active listening
In a rapidly changing environment, training is _______ and ________.
important and continuous
Training sessions should appeal to participants’ senses, people learn by (which is not one)
touching job-related materials
Adults learn best when they are ________ the process.
involved in
Specialized job instruction might be more effective in small groups of __________ , to allow for an informal flow of questions, answers, and discussion.
two to three
The period between classes should be long enough to allow employees to absorb the material but short enough so that they will not forget form one session to the next. __________ sessions would be better
Weekly one-hour
Adults learn best if they are _________.
at ease
Studies show if there is no time to practice 65 percent of the instruction is forgotten ______ after a task is learned.
one day later
Employees will remember ____ something is done if they know ____ it is done.
how, why
Which statement is false) Tips for ensuring professionalism in you work unit.
Avoid taking work break in private areas, out door work crews should be mindful of this
After the training program has been completed, it is important to try to ________ what effect it has had.
measure
People learn _________
at a steady pace
when they are at ease
when they are involved in the process
all are correct
Evaluations are __________.
like report-card time in school.
Effective supervisors treat performance evaluations as a(n) _________, not a once-a-year activity.
continuous process
Sharing accurate and useful information about the government is a job for ____ ?
for every employee, every day, and benefits the government as well as citizens
As a supervisor, make an effort to share the information you have, and clearly communicate by example and instruction that____?
gossip is unacceptable
The identity of you local government will come from the way___ .
its employees think and feel about it
(Which statement is false) What is your local government communicating to its internal and external customers?
like your running through a maze
Customers are people who pay to receive ____.
goods and services
A pleasant work environment can improve_____ .
morale and productivity
When an area is poorly heated or cooled, for example, the impression is that the organization does not see the employee as a __?
valuable resource
“The work environment” refers to everything associated in your work area, including organization,physical setup, seating, signage and temperature. All customers _____ are affected by environment.
internal and external
Which statement is false) Tips for ensuring professionalism in you work unit.
Avoid taking work break in private areas, out door work crews should be mindful of this
Courtesy includes___ , for example when streets must be closed for repairs courtesy means informing residents in advance.
scheduling, notifications, and announcements
True or False) Because a question that is poorly handled can lead to a complaint, question and complaints should be thought of together.
True
No matter how a concern is brought to you attention it requires a ____ .
prompt, courteous, accurate reply
A question that is that is poorly handled can lead to a _____.
complaint
Complaints are especially important because they are signals ___?
something is wrong
(Which statement is false) The following tips will help ensure good communication
try to nod as the person is speaking, the speaker thinks you are listening
(Which statement is false) The following are tips to help ensure good communication.
sometimes it is helpful to speak quickly and distinctly
Evaluations are an important part of your efforts to help employees fully develop their __________.
work potential
Without __________ commitment or standardized procedures for everyone to follow, evaluations are too easily put off.
organizational
If supervisors make decisions about performance on the basis of ________ of employees, they may be wrong.
informal impressions
Evaluation of an employee’s performance is expected and needed in local government to help (which is not correct)
provide a written record of employee responsibilities
Not only are first impressions frequently wrong , this is because we often confuse our own ______ , _______, and _______ with the behavior we observe in others. (which is not)
values, needs, attitudes
Evaluations should begin ___________ and a personnel file is opened.
the day a person accepts a job
What should go Into the personnel file? (which is wrong)
how the jobs fits in with the employees skills
The formal step of recording progress, ______, ______, and _______ should never replace the supervisor’s responsibility to provide employees with regular feedback about their performance.
goals, objectives, observations
During the first ________, the supervisor should help the new employees understand their responsibilities, assignments, authority, and relationships with other departments and people.
three to six months
_________ and _______ should work together to set goals, standards, and criteria for measuring employee performance.
Employees, supervisors
The supervisor must guide the _________ process to make sure that the goals fit in with the realities of the work group, the department, and the government.
goal-setting
Goals should be challenging but _______.
realistic
Employees and supervisors should __________ to set goals.
work together
Employees may not agree with all the _______, but the fact that they have had some say in them will make for fewer disagreements or disappointments later on.
standards
During the assessment process the emphasis must be on ________.
results
The annual evaluation is not a place for
reprimands
It must be clear from the supervisor’s words and tone that he or she has confidence in the employee’s ability and wants to help the employee ___________.
achieve their goals
Discussing past performance and planning for the future can be positive, constructive, and __________ for both the supervisor and the employee.
enjoyable
Which is not a guideline for conducting an appraisal interview?
schedule the interview a couple days prior
How many days notice will communicate that you want them to properly prepare for the session?
seven to fourteen
You should review the _______ point-by-point with the employee.
appraisal report
Conclude the interview with a summary of the _________ that were discussed.
major points
Try to improve future work by focusing on _________.
what was learned
An improperly constructed or administered performance appraisal can result in charges of discrimination under Title VII of the Civil Rights Act of ________ if the appraisal instrument has an adverse impact on protected groups.
1964
The following are common types of appraisal pitfalls: (which is not one)
Reward past performance
The _________ occurs when the supervisor lets performance in one area influence the ratings for the other areas.
Halo effect
The ________ occurs when the supervisor rates an employee on the basis of a recent occurrence.
Recency Factor
The ____________ happens when the supervisor rates everyone at the midpoint of the scale, regardless of performance
Central Tendency Effect
Most people in organizations think of themselves as _________.
Excellent Communicators
Effective communication is a necessary part of ________ supervision.
effective
Studies show that ______ percent or more of the supervisor’s day is spent on some form of verbal communication.
80
Communication also occurs nonverbally- through ________.
hand gestures
facial expressions and posture
silence
Poor communication can lead to ?(which is not correct)
ineffectiveness
The exchange of information, facts, ideas, and meanings is
communication
The_______: what is being sent-a memo, a sentence, an email, or some other sort of signal.
message
The________: the person who is talking, writing, calling, or communicating nonverbally.
sender
_______: the message the receiver gives the sender
feedback
___________ occurs when the sender transmits information, facts, ideas, and meanings to the receiver and receives some form of response.
two-way communication
Remember that it is always better to ask for and to give more information _____ than it is to be disappointed by the results _______.
now, later
________ this type of nonverbal communication, involves the position or movement of the body
Body language
__________ is the most obvious form of symbolic communication.
verbal communication
The supervisor must consider ________ as well as _________ aspects of communication
nonverbal, verbal
_______ and personal style are both forms of nonverbal communication
facial expression
Other barriers to communication may arise in the ___________
feedback loop
One barrier to communication occurs when the ______ jumps to conclusions or hears only what he or she wants to hear
receiver
A spoken message delivered today may be one that you respond to tomorrow by _______
_________ is a key component of effective communication.
listening
To improve our communication skills, we have to become ________
active listeners
_______ of differences-which often includes poor communication - can undermine group cohesion
Ineffective management
Generation Y are born between
1977 and 1997
One of the secrets of successful leadership is the ability to _________, _________ and __________ other talented people.
identify, sustain and inspire
Any decline in an employee’s performance, regardless of what you think the source may be, is cause for ____________.
concerned action
___________ is acknowledging and affirming another’s emotional state, without taking that emotional state on as your own.
Empathy
If you want to establish a formal mentoring relationship on your own, you should do all the following except:
Document all shortcomings immediately
______________don’t win by making last-second decisions.
Effective coaches
To be an effective coach, you must communicate to your employees what the _____ is for your team.
vision
By using the skills of ___________, _____________ and ____________, you can strengthen your work team, raise morale and diffuse conflict.
coaching, counseling, and mentoring
Coaching means ______________ both organizational and personal goals.
communicating
_______________ - Ongoing communication with employees.
Feedback
As a supervisor, you should constantly be looking for __________ - times when you can create learning opportunities for your employees.
teachable moments
___________ means taking an interest in your employees.
Listening
One way to coach your employees is to offer them “_______________” – tasks that are outside their regular duties and that allow them to develop their skills and talents.
stretch assignments
Coaching means interacting with your employees and _______________________.
having regular and frequent conversations about performance.
_____________, which can allow employees to take on responsibilities that are outside their regular work routine, can improve performance by requiring the mastery of new skills.
Delegation
Maintaining a _____________________________ is just as much a part of successful supervision as keeping up with reports, dealing with customers and meeting performance objectives.
harmonious work environment
To be an effective coach, you must communicate to your employees what the ____________ for your team is
vision
____________ allows employees to learn new skills and improve performance
Delegation
The three parts to delegation are ___________, _________ and __________.
responsibility, authority and accountability.
The mentorring relationship, when managed successfully, is one of _____________, learning and development.
collaborative growth
Which of the following is incorrect:
When building mentoring relationships, not correct
require indirect feedback through formal counseling
A __________ acts as a role model and provides opportunities for personal and professional growth.
mentor
Effective coaches recognize that the _____________ can foster learning and growth
smallest incidents
You should remember that delegation is supposed to be _____________.
challenging but not impossible.
_________________: a private, regularly scheduled, one-on-one meeting with each of your employees.
Personal management interview program
Coaching employees for ________________ is an invaluable skill for the effective supervisor.
improved performance
A person’s motives combine and interact with each other, creating a _____________.
complex motivational pattern.
Which supervisor believes that people bring their personal motives with them to work?
Theory Z Supervisor
Your job as a supervisor is _____________.
get work done with and through your employees.
____________ gives the employee an opportunity to help define the tasks and expectations of the job.
Job redesign
For better or worse, conditions in an organization tend to reflect the beliefs and attitudes of ________.
those on top
Which is the correct order for Maslow’s hierarchy from bottom to top.
Physiological Needs, Security Needs, Social Needs, Esteem Needs and Self Actualization
Which supervisor believes that work is a natural activity and an opportunity for people to learn and develop?
Theory Y Supervisor
The supervisors job is to find ways to
release higher levels of motivation in each employee
Techniques such as the ________ assessments and subordinate appraisals of supervisors can help clarify what supervisors and employees expect of each other.
360 degree
In your role as supervisory, releasing your employees’ motivation means _____________
aligning workers individual needs, and their efforts to satisfy those needs, with the goals of the organization.
Which kind of supervisor believes that most subordinates conform to rules, are relatively unoriginal, and seek direction in how to execute their jobs?
Theory X Supervisors
Under Maslow’s theory of hierarchy, which need does: food, shelter, clothing and environment come under?
Physiological needs
Employees’ attitudes toward their jobs are, to a substantial degree, the result of_______________ and throughout life in general.
experiences they have had at work
Which supervisor believe that people dislike work and will avoid it if possible?
Theory X Supervisors
Abraham Maslow suggests that our needs are organized in a hierarchy, and that __________________________________.
each need must be met before we can move on to the next level.
The challenge for the supervisor is determining_________.
what each employee’s individual needs are and attempting to satisfy those needs in a way that also contributes to the goal of the organization.
Generally speaking, employees desire:
(WHICH OF THE FOLLOWING IS NOT CORRECT)
direct supervision and immediate positive appraisal of his/her work.
____________ are motivated by a strong sense of social justice and a desire to make a difference in society.
Humanitarians
Which type of supervisor believe that their job is to organize and manage work so that their employee’s needs - for acceptance and recognition for example - are in harmony with the organization’s goals.
Theory Y Supervisor
Experience has shown that to release higher levels of motivation in their employees, supervisors need to:
(WHICH OF THE FOLLOWING IS NOT CORRECT)
allow employees to set the work pace, standards and conditions.
Schein’s theory suggest that ______________.
no one supervisory strategy will work for all people at all times.
It is particularly important for local government supervisors to understand______________.
public sector motivation.
Which supervisor will have an outlook that employees are “tools of production” and tend to micro-manage workers?
Theory X Supervisor
________________ identify with - and are strongly motivate to help - those who are underprivileged or in distress.
Samaritans
Under Maslow’s theory which need does, “accepting a sense of belonging” come under?
Social needs
When dealing with change employees’ attitudes and behaviors go through ______ phases, each of which must be effectively managed.
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