Trust, Trust Repair, and Knowledge Management Flashcards
What are the 4 types of “justice”
Distributive Justice
Procedural justice
Interpersonal Justice
Informational Justice
what is distributive justice
are outcomes fair?
what is procedural justice
are procedures fair?
what is interpersonal justice
am I treated with respect?
what is informational justice
am I given needed information
what are the two reactions a firm can have to a crisis?
a technical response
a ceremonial response
what is a technical response and when is it used
focused on fixing the source of a problem
used when someone is harmed
what is a ceremonial response and when is it used
deflection of attention from problems, by reinforcing the value
used generally when someone could have been harmed
what is explicit knowledge
articulated and codified and generally communicated in natural language
what is tactic knwoledge
hidden knowledge that may be technical or cognitive
what is declarative knowledge
knowing about things
what is procedural knowledge
knowing how to do things
what is causal knowledge
knowing why things are
what is relational knowledge
knowing how things go with others
what is pragmatic knowledge
generally useful knowledge.
best practices, frameworks, experience, etc.
what decisions need to be made about knowledge ?
what knowledge is critical
how do we maintain critical knowledge
how do we gather new critical knowledge?
What is ‘exploration’ in regard to knowledge
scanning for new knowledge
what is ‘exploitation’ in regard to knowledge
applying knowledge toward existing challenges and opportunities
why is knowledge management important
as firms grow, information needs to be effectively passed down and around to others
what are impediments to knowledge management
structural
individual
cultural
resource
what are structural impediments to knowledge management
formalization: how well things are documented
hierarchy: how people are arranged can create silos
what are individual impediments to knowledge management
it’s all about the perception of the individual, they will behave based on their perception
what is the rational decision making model?
describes how individuals should behave ignorer to maximize an outcome
what are the steps in the rational decision making model
define the problem
identify the decision criteria
allocate weights to the criteria
develop alternates to the problem
evaluate alternates
select best alternate
regarding decision making, what is overconfidence bias
believing too much in our own ability to make good decisions
regarding decision making, what is anchoring bias
using early, first received information as our basis for a later judgement
regarding decision making, what is confirmation bias
using only the facts to support decisions
regarding decision making, what is availability bias
using information that is most readily available
regarding decision making, what is representative bias
trying to match a situation with a different preexisting situation
regarding decision making, what is escalation of commitment
increase in commitment, inspite of negative evidence
regarding decision making, what is randomness error
creating meaning from random events
regarding decision making, what is hindsight bias
looking back at the outcome and believing you accurately predicted it
what is fear and loathing in regard to knowledge management
individuals keeping information because they think it makes them irreplaceable
what is a good system to drive knowledge sharing within an organization
the incentive system?
what is intuition?
an unconscious process created out of distilled experience
what are the best practices to reduce bias and errors in decision making
Goals - follow them
Look - for more information
Random - can be random. don’t see things
options - find more!
what is boundary spanning
people who move between departments to help spread knowledge
what is cross training
training other people so they know how to help and your processes
what is team based structure
using teams to be responsible for information, as they’re generally more effective
