Trust, Trust Repair, and Knowledge Management

Question 1

What are the 4 types of “justice”

Answer 1

Distributive Justice
Procedural justice
Interpersonal Justice
Informational Justice

Question 2

what is distributive justice

Answer 2

are outcomes fair?

Question 3

what is procedural justice

Answer 3

are procedures fair?

Question 4

what is interpersonal justice

Answer 4

am I treated with respect?

Question 5

what is informational justice

Answer 5

am I given needed information

Question 6

what are the two reactions a firm can have to a crisis?

Answer 6

a technical response
a ceremonial response

Question 7

what is a technical response and when is it used

Answer 7

focused on fixing the source of a problem

used when someone is harmed

Question 8

what is a ceremonial response and when is it used

Answer 8

deflection of attention from problems, by reinforcing the value

used generally when someone could have been harmed

Question 9

what is explicit knowledge

Answer 9

articulated and codified and generally communicated in natural language

Question 10

what is tactic knwoledge

Answer 10

hidden knowledge that may be technical or cognitive

Question 11

what is declarative knowledge

Answer 11

knowing about things

Question 12

what is procedural knowledge

Answer 12

knowing how to do things

Question 13

what is causal knowledge

Answer 13

knowing why things are

Question 14

what is relational knowledge

Answer 14

knowing how things go with others

Question 15

what is pragmatic knowledge

Answer 15

generally useful knowledge.

best practices, frameworks, experience, etc.

Question 16

what decisions need to be made about knowledge ?

Answer 16

what knowledge is critical
how do we maintain critical knowledge
how do we gather new critical knowledge?

Question 17

What is ‘exploration’ in regard to knowledge

Answer 17

scanning for new knowledge

Question 18

what is ‘exploitation’ in regard to knowledge

Answer 18

applying knowledge toward existing challenges and opportunities

Question 19

why is knowledge management important

Answer 19

as firms grow, information needs to be effectively passed down and around to others

Question 20

what are impediments to knowledge management

Answer 20

structural
individual
cultural
resource

Question 21

what are structural impediments to knowledge management

Answer 21

formalization: how well things are documented

hierarchy: how people are arranged can create silos

Question 22

what are individual impediments to knowledge management

Answer 22

it’s all about the perception of the individual, they will behave based on their perception

Question 23

what is the rational decision making model?

Answer 23

describes how individuals should behave ignorer to maximize an outcome

Question 24

what are the steps in the rational decision making model

Answer 24

define the problem
identify the decision criteria
allocate weights to the criteria
develop alternates to the problem
evaluate alternates
select best alternate

Question 25

regarding decision making, what is overconfidence bias

Answer 25

believing too much in our own ability to make good decisions

Question 26

regarding decision making, what is anchoring bias

Answer 26

using early, first received information as our basis for a later judgement

Question 27

regarding decision making, what is confirmation bias

Answer 27

using only the facts to support decisions

Question 28

regarding decision making, what is availability bias

Answer 28

using information that is most readily available

Question 29

regarding decision making, what is representative bias

Answer 29

trying to match a situation with a different preexisting situation

Question 30

regarding decision making, what is escalation of commitment

Answer 30

increase in commitment, inspite of negative evidence

Question 31

regarding decision making, what is randomness error

Answer 31

creating meaning from random events

Question 32

regarding decision making, what is hindsight bias

Answer 32

looking back at the outcome and believing you accurately predicted it

Question 33

what is fear and loathing in regard to knowledge management

Answer 33

individuals keeping information because they think it makes them irreplaceable

Question 34

what is a good system to drive knowledge sharing within an organization

Answer 34

the incentive system?

Question 35

what is intuition?

Answer 35

an unconscious process created out of distilled experience

Question 36

what are the best practices to reduce bias and errors in decision making

Answer 36

Goals - follow them Look - for more information Random - can be random. don't see things options - find more!

Question 37

what is boundary spanning

Answer 37

people who move between departments to help spread knowledge

Question 38

what is cross training

Answer 38

training other people so they know how to help and your processes

Question 39

what is team based structure

Answer 39

using teams to be responsible for information, as they're generally more effective