WEEK 9 - Flashcards

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WEEK 9

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2
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Module 9: Imagery

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Have you ever sat in bed the night before a big game, closed your eyes, and pictured yourself scoring the game-winning goal?

While athletes and performers have used different forms of mental practice for years, recently the focus has been on a specific type of mental practice: imagery.

As such, researchers and practitioners have begun to study the uses of imagery in sport and exercise settings.

Specifically, people in the field of sport and exercise psychology are interested in how imagery can impact performance and enjoyment in sport and exercise contexts.

In this module we will cover imagery, including its effectiveness and uses. You will also get a chance to experience a brief imagery activity and assess your use of imagery.

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3
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Defining Imagery

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People use a variety of terms for mental practice, with the two most common being “imagery” and “visualization.”

While these terms refer to creating or recreating an experience in the mind it is important to explore them more thoroughly.

Visualization typically refers to the act of picturing something in your mind.

An athlete using visualization might picture herself making an important shot or executing a specific dive.

While visualization is an effective tool, it does have one shortcoming.

Most people do not experience the world solely through their visual sense.

Rather, the majority of people experience life through their visual, auditory, tactile, kinesthetic, and olfactory senses.

Based on that, if the goal of mental practice is to create or recreate an experience that is as realistic as possible, it stands to reason that it should include all the senses.

Imagery does just that. Imagery is the creation or recreation of an experience in the mind using all of your senses.

Let’s look at the example of a tennis player using imagery before a match.

When picturing a successful return of serve, he would certainly use his visual sense to see his opponent serving the ball to him.

However, to make the experience more real, he would also use his kinesthetic sense to feel his body move into position to return the serve, his auditory sense to hear the sound of the ball hitting his racket, his tactile sense to feel the racket in his hands, and his olfactory sense to smell the familiar surroundings of his home court.

By using all of these senses, the player can create an experience that feels real.

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4
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Research on Imagery

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There has been an extensive amount of research investigating the effectiveness of imagery. This research has led to several positive findings:

  • Imagery is widely used by athletes, coaches, and sports psychology consultants (Murphy, Jowdy, & Durtschi, 1990)
  • Athletes believe imagery has a positive impact on their performance (Murphy, Jowdy, & Durtschi, 1990)
  • Imagery can increase confidence and the ability to cope with anxiety (Evans, Jones, & Mullen, 2004)
  • When used with other psychological skills, imagery has a positive impact on performance in a variety of sports (Perry & Morris, 1995; Weinberg & Williams, 2001)
  • Imagery is an effective tool for learning and performing motor skills (Feltz & Landers, 1983; Martin, Moritz, & Hall, 1999)

Taken together, the research on imagery suggests that it is an extremely effective tool for athletes and performers.

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5
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How Imagery Works

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While the research on imagery highlights its effectiveness, there are still questions about how it exactly works.

How does simply picturing something (using all of your senses) improve performance?

Researchers have proposed five main theories to explain how imagery works.

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6
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Psychoneuromuscular Theory

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The psychoneuromuscular theory suggests that imagery activates our muscles and brain in a similar way to actual physical movement.

In other words, when you imagine yourself performing a skill, your body activates the same muscles and areas of the brain that would be used if you were actually performing the skill.

While muscle and brain activation are at a significantly smaller magnitude during imagery, your body is still developing neural pathways and muscle memory.

Therefore, when you use imagery, you are actually training your body to perform.

While this may be difficult to understand, you have probably experienced this several times in your life.

Have you ever had a nightmare and woken up sweating, crying, or screaming?

Do you dream about sports and find yourself running or kicking in your sleep?

Why does this happen?

When you have a vivid dream, it seems so real that your body responds as if it is actually happening.

Your brain sends signals to your body to react accordingly.

The same thing can happen with imagery. When you create a lifelike experience, your body will respond the same.

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7
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Symbolic Learning Theory

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The symbolic learning theory suggests that imagery allows athletes to develop a “mental blueprint” for their movement.

For example, a rock climber might imagine her route up a cliff and thus develop a plan for where to place her hands and feet at different times.

The symbolic learning theory also applies to athletes who mentally rehearse specific plays prior to a game.

A basketball player or quarterback who imagines different offensive plays would be employing the symbolic learning theory.

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8
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Bioinformational Theory

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The bioinformational theory proposes that imagery helps athletes prepare for different stimuli by developing appropriate responses.

According to this theory, each image consists of a stimulus (e.g., the crowd) and response (e.g., taking a relaxing breath).

By imagining appropriate responses to various stimuli, athletes are better prepared for competition

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9
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Triple Code Model

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The triple code model focuses on the importance of the meaning each image has for a specific person.

Proponents of this model believe that each person will experience an image differently and that experience is critical to the effectiveness of the image.

The triple code model focuses on the importance of three components of an image: the image itself, the somatic response a person has to the image, and the meaning of the image.

The belief is that each person will see the image differently, respond in a unique way to the image, and assign her own meaning to the image.

Ultimately, the triple code model stresses the importance of finding meaning in images to make them more effective.

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10
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Psychological Explanations

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In addition to the theories discussed above, it is widely believed that imagery positively affects athletes’ psychological states.

Specifically, it is believed that imagery can lower arousal and increase confidence, focus, and motivation.

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11
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Using Imagery Effectively

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It is clear that imagery is an effective tool for enhancing performance and enjoyment.

However, in order to experience the full effects of imagery, it is important to use it correctly.

Therefore, there are several guidelines you should follow when implementing imagery into your training routine.

Use vivid and controllable images:

  • Vividness and controllability are keys to effective imagery.
  • In order to make your images as real as possible, it is critical to make them as vivid as possible.
  • You can do this by incorporating all of your senses into your image.
  • Controllability is being able to manipulate your images to achieve the desired result.
  • This may take time, but it is important to be able to control your images (you might think of it like watching a movie but holding a remote control so you can pause, rewind, fast forward, etc.).

Practice imagery:

  • Imagery is a skill just like dribbling a basketball or hitting a softball.
  • As such, it must be practiced.
  • You will be able to improve the vividness and controllability of your images through practice.
  • Try to make time each day to practice your imagery.

Use imagery in practice and competitions:

  • Many people assume that imagery should just be used at home, but imagery should be used before, during, and after practice and competitions.
  • Try to identify times when imagery might be beneficial to you (e.g., before a big shot, in the middle of a difficult exam, at the halftime of a game, during a time-out).

Utilize audio or video aids during imagery:

  • If you are having trouble imagining yourself in action, try watching yourself on video for a few minutes.
  • After you have that picture in your head, it may be easier to use imagery.
  • Another tool that can help is an audio recording that takes you through the imagery session.
  • Having someone (even your own voice) talk you through the imagery session can be very helpful.

Vividness and controllability are the keys to effective imagery.

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12
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MOD 9 Summary

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Imagery is one of the most commonly used and effective mental skills.

What makes it even more appealing is how easy it can be to implement.

Imagery requires little or no equipment and can often be done in a very short period of time.

In this module we covered the keys to effective imagery as well as the explanations for why it works. When done correctly, imagery can be an extremely effective tool.

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13
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WEEK 10

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14
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MODULE 10 Group and Team Dynamics

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In the 2003–2004 NBA season, the Los Angeles Lakers added future hall-of-fame players, Karl Malone and Gary Payton, to a team that already included superstars Shaquille O’Neal and Kobe Bryant.

Though they were universally considered the favourites to win the championship, they were defeated in the NBA finals rather easily by the Detroit Pistons.

While the Pistons did not have superstar players like the Lakers, their teamwork and cohesion led them to the title.

This is an example of how important teamwork can be, and that it can often trump talent.

The concept of teamwork is commonly discussed as a critical component of success in sports, business, and other performance settings.

The dynamics between players and coaches can often be the difference between success and failure.

Unfortunately, while many people place a considerable focus on talent and skill development, group and team dynamics are often overlooked.

In this module you will learn about group and team dynamics and their impact on performance.

We will discuss how teams develop and grow, and you will learn how to improve team dynamics and performance.

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15
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Defining Groups and Teams

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When studying group and team dynamics, it is important to understand the definitions of those terms.

We have all been part of a group during our lifetime, but do we really know what constitutes a group?

Is a group simply two or more people in the same location?

Within social psychology, a group has been defined as two or more people who interact with, and exert mutual influence on, each other

When looking at this definition, it is easy to see that a group is more than just a few people in the same location; there must be some sort of interaction between people for them to be considered a group.

Within sport psychology, a group can be defined as a collection of individuals with common or shared objectives and interpersonal attraction.

For example, an exercise class would be considered a group because each member shares the objective of getting “in shape.”

Additionally, the members of the group typically like each other and enjoy their time together.

A group is a collection of individuals with common or shared objectives and interpersonal attraction.

When defining a team, it is helpful to consider it as a special type of group.

That is because teams have the same characteristics as groups (i.e., common or shared objectives and interpersonal attraction) as well as some additional criteria, including:

  • Collective sense of identity: Teams identify themselves as “we” rather than “I.”
  • Distinctive roles: Team members have specific jobs.
  • Structured modes of communication: Teams have formal ways of communicating.
  • Norms: Teams have common behaviours that guide members.
  • Dependency/common fate: Team members are reliant upon each other to accomplish their goals.

While each of these characteristics can help us differentiate between a team and a group, the last one is the most critical.

Team members must interact with each other to accomplish their goals

For example, in the exercise class we discussed above, each member can accomplish his or her goal of getting in shape without the help of another person.

The same thing happens in a classroom where each student can earn an A without interacting with anyone else (unless there is a group project in the class).

However, on a team, members are dependent upon one another if they want to be successful.

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16
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Group Development

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Groups and teams are constantly changing and evolving over time.

Some teams argue and struggle early on only to become highly functioning champions months later.

Other teams seem to connect and excel rather quickly.

To understand how groups and teams develop over time, several theories have been developed.

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17
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Linear Perspective

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The Linear Model suggests that groups and teams progress through four distinct stages.

Each stage has its own characteristics and challenges, and a group must successfully deal with those challenges before moving to the next stage.

Tuckman’s model suggests that while most teams go through all four stages, they do so at their own pace and some may even get stuck at one stage.

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18
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The stages of the Linear Model include:

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Forming:

  • In this initial stage, members of a team are familiarizing themselves with their teammates, assessing each others’ strengths and weaknesses, and trying to identify their respective places on the team.
  • During forming there is typically a feeling of excitement and optimism.
  • An example of this stage would be a pre-season training camp for a football team.
  • The players are getting to know each other and trying to identify their role with the team, and there is generally a feeling of excitement for the upcoming season.

Storming:

  • The second stage of the model is characterized by resistance to the leader and interpersonal conflict.
  • Infighting can occur during this stage as members are establishing their roles and statuses within the group.
  • Using the football example from above, storming would be represented by fights during practice and players expressing disappointment with their assigned roles.

Norming:

  • If teams are able to get through the storming stage, they move into norming, where conflicts are resolved and players start working together toward a common goal.
  • In norming players put their personal needs aside and focus on what is best for the team.
  • A football team may reach the norming stage as the season approaches and they all begin to work toward their common goal.

Performing:

  • In the performing stage, team members put all their energy toward helping the team by working together to solve problems and identify ways to enhance their performance.
  • Not all teams are able to reach the performing stage, but those that do typically perform well.

The Linear Model is the most widely used model of group development and can give us insight into group dynamics.

However, there are other theories of group development, which are also important to consider.

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19
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Group Structure and Effectiveness

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All groups and teams hope to become highly functioning and successful.

In order to do that, it is important to understand group structure and the components necessary for group effectiveness.

This starts with understanding the concepts of roles and norms.

A role is a set of behaviours that is required or expected of a person.

Quite simply, it is a person’s job.

In a team setting, a role might simply be your position on the field, but it could also include a leader, mentor, or class clown.

A role is a set of behaviours that is required or expected of a person.

A norm is a pattern of behaviour, action, or belief that becomes common amongst all members of a team.

It is the “normal” thing that is consistently done on a team.

For some teams, a norm could be extra conditioning or weight-lifting sessions, showing up early to practice, or maintaining a team GPA of 75%.

A norm is a pattern of behaviour, action, or belief that becomes common for all members of a team.

Now that you have an understanding of roles and norms, we can look at the components of effective groups.

They include role clarity, role acceptance, role performance, and positive norms.

Teams that focus on developing role clarity, role acceptance, role performance, and positive norms are often very successful.

While many people place a considerable focus on role clarity and role acceptance, role performance often gets overlooked.

Unfortunately, if a player is not able to perform a role, then role clarity and acceptance will make little difference.

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Improving Team Climate

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In the movie Remember the Titans, Coach Boone is challenged with coaching a football team at a recently integrated high school.

His players naturally segregated themselves by race and showed little interest in working together.

Throughout the movie Coach Boone works to build a positive team climate and lead his team to success.

Remember the Titans highlights the importance of building a positive team climate.

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There are several ways to improve team climate, including:

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Social Support: Social support is “an exchange of resources between at least two individuals perceived by the provider or the recipient to be intended to enhance the well-being of the recipient” (Shumaker & Brownell, 1984, p. 13). When a person helps, gives advice, or offers support to someone, it builds a connection between those two individuals and enhances team cohesion.

Proximity: When people spend time near each other, they are more likely to connect and bond. This is why teams go to training camp together; it allows them to spend time together as a team.

Distinctiveness: What sets a team apart from everyone else? Their uniform. When groups feel distinct, their dynamics improve. A distinctive uniform increases feelings of “us” and “we,” which builds a positive dynamic.

Fairness: Athletes expect to be treated fairly by their coaches, and when they are, their satisfaction increases. Coaches who fairly assesses players’ strengths and weaknesses and communicate openly with players create a positive team climate.

Similarity: When players have similar goals, attitudes, and levels of commitment, the team climate is positive.

Task Interdependence: When players feel that they have a common fate and they must rely on each other to achieve success, their perceptions of the team climate are generally positive.

22
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Why Teams Fail

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We have spent the first part of this module discussing ways to enhance team performance.

Unfortunately, as we all know, teams do not always perform to their full potential.

In 1972 Ivan Steiner developed a model that shows why a team’s performance can suffer.

His model suggested that actual productivity equals potential productivity, minus losses due to faulty group processes.

A team’s potential productivity refers to their best-possible performance, or how good they could be.

So, according to Steiner’s Model, talent and individual ability are important factors for overall performance.

However, a team will not always reach their full potential; their actual performance is dependent upon their ability to work together.

Steiner’s Model: Actual productivity = Potential productivity – Losses due to faulty group processes.

Steiner suggested that teams lose productivity for two reasons: motivation losses and coordination losses.

Motivation losses refer to situations where players do not exert full effort.

Coordination losses are situations where players are unable to coordinate their movements or work together.

In order for teams to reach their potential, they need to limit losses due to motivation and coordination.

23
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Social Loafing

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As you heard in the audio clip, psychologists use the term “social loafing” to explain a situation where people put in less than 100% effort due to losses in motivation.

Social loafing can occur in a number of situations, but research has identified several conditions under which social loafing is increased:

  • The individual’s output cannot be evaluated
  • The task is perceived to be meaningless
  • The individual’s personal involvement in the task is low
  • Comparisons against other members is not possible
  • Group members are seen as strangers
  • Other group members are seen as high in ability
  • Contributions are seen as redundant
  • The competition is seen as weak

When looking at these conditions, it is easy to see why social loafing occurs.

When team members feel as though their contributions are unimportant, redundant, or unnecessary, they are likely to put in less effort.

24
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Several strategies have been identified to limit social loafing:

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Emphasize the importance of individual contributions: It is important for coaches to recognize the importance of each individual. Even players who do not enter the game play an important role in practice and should be recognized for their contributions.

Identify individual performances: When players know that their performance will be noticed, they are more likely to put forth full effort. This is why teams use video to review games and practices. Players know their performance will be seen and thus are less likely to loaf.

Identify when loafing may occur: If a coach is able to identify a situation when players may be losing motivation, she can find ways to reduce loafing. Her team may need a break to rest and recover or the coach might employ some other motivational technique.

Conduct meetings to discuss loafing: Coaches may want to discuss loafing with individual players to identify ways to increase motivation.

Assign players to other positions: By playing another position, a player can gain an appreciation for her teammates and better understand how his loafing may affect them.

Divide the team into smaller units: It is hard for players to loaf in small groups because they cannot hide among a larger group.

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Summary MOD 10

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In this module we covered group and team dynamics.

We discussed how groups develop, the components of effective groups, how to improve team climate, and the reasons why teams fail.

Successful teams are able to work together to achieve a common goal.

They work through conflict, put personal goals aside, and coordinate their efforts in order to achieve success.

Effective groups understand the importance of role clarity, role acceptance, role performance, and positive norms and employ strategies to improve their team climate and limit social loafing.

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WEEK 11

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MODULE 11 Leadership

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If you make a list of successful businesses and teams, it’s likely they will all have something in common: strong leadership.

In fact, millions of dollars are spent each year on leadership-research and -training programs.

Despite this investment, many questions still remain.

What makes a great leader?

Are leaders born or made?

What leadership style is most effective?

These are questions that have interested people in sports, business, and other fields for years.

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Introduction to Leadership

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Leadership is the process of influencing others to achieve a common goal

Simply, leadership can be thought of as influence.

How can you influence others to work toward a common goal?

This is what leaders in sport and business are charged with on a daily basis.

While the definition of leadership seems simple, identifying leaders is much more difficult.

For years, people have debated how to identify leaders using three different approaches:

Trait approach: The trait approach suggests that great leaders have specific traits that predispose them to be quality leaders. In other words, leaders are born and not made.

Behavioural approach: The behavioural approach suggests that being an effective leader is about exhibiting specific behaviours. Further, this approach posits that these behaviours can be learned and developed. According to this approach, leaders are made, not born.

Interactional approach: According to this approach, successful leadership occurs when the style and characteristics of the leader match with the situation or needs of the followers.

The interactional approach is the most widely accepted approach to studying leadership and can be best illustrated by coaches who are fired after an unsuccessful tenure with one team only to be wildly successful in their next job.

Based on this fact, it is clear that there is not one style of leadership or set of characteristics that lead to success: successful leadership occurs when the leader’s style and traits match with the needs and desires of his or her followers.

29
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Decision-Making Styles

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One of the jobs of a leader is to make decisions that will impact his or her organization and followers.

As such, it is important to understand the different decision-making styles that leaders can use:

Autocratic: Leaders who use the autocratic style make decisions on their own. They do not seek input from others in the decision-making process.

Democratic: Democratic leaders take input from everyone involved in the decision-making process. This is often done by a vote, in which the majority rules.

Participatory: Participatory leaders take input from a few key members of their organizations and use that feedback to make their decisions. Those leaders still have the final decision-making power, but they use input from others to inform their decisions.

Laissez-faire: “Laissez-faire” refers to a hands-off style of decision making. Leaders who use this style leave all of the decisions to their followers.

Currently, the participatory style is the preferred method of decision making. However, as the Multidimensional Model suggests, the most effective leaders use a style that suits their followers.

30
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Self-Care for Leaders

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Leaders spend the vast majority of their time focused on others.

Whether it’s their players, employees, or students, leaders are often worried about other people.

Unfortunately, this causes many leaders to forget about themselves, which often leads to stress or other complications.

Therefore, it is very important for leaders to take time for self-care. Here are some suggestions for self-care for leaders:

Remember: it’s okay to take some time for yourself

Take time every day for yoga or meditation

Make time for exercise breaks

Schedule time every day for yourself

By practicing self-care, leaders will be better equipped to deal with stress and serve their followers.

31
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Summary MOD 11

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Leadership is a critical component to success in many aspects of life.

In this module we covered the different approaches to identifying leaders and what makes a successful leader.

While there are several traits and behaviours associated with leadership, it appears that great leaders are able to match their style with their followers’ needs.

In addition, it is important to know the key components of effective leadership, which include leaders’ qualities, leadership styles, followers’ qualities, and situational factors.

32
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Test yourself MOD 11

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  1. This decision-making style means “hands-off.”

Laissez-faire

  1. Effective leaders use the same style no matter the situation.

False

  1. Leaders are born, not made.

False

33
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WEEK 12

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34
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Mod 12 Communication

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Communication is a critical part of our daily lives.

Our communications with friends, family members, co-workers, and others can impact our personal and professional lives.

Successful people are often excellent communicators who effectively send and receive messages.

Communication is also an important skill in sport and exercise settings: coaches must be able to communicate game plans and give feedback to their players, exercise leaders need to give instructions to exercisers, and teammates need to communicate on the field.

Unfortunately, breakdowns in communication are common and can hinder a player’s or team’s performance.

In this module you will learn about the communication process, where communication breaks down, and some keys for effective communication.

35
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The Communication Process

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Think about the last time you spoke with another person.

Maybe it was a short conversation with your spouse or co-worker or a long chat with your boss.

What process did you go through during that conversation?

Whenever we communicate with another person, we go through a specific process:

  1. Decision to send a message: Before we intentionally communicate with another person, we make a decision to send a message.
  2. Encoding of the message: After we decide to send a message, we consider how to send the message. We think about what words to use, examples to give, and what else we might need to do to successfully send our message.
  3. Channel: This is where the message is sent.
  4. Decoding of the message: In this stage the listener is interpreting the message.
  5. Internal response: After processing the message, the listener has an internal response (happiness, anger, sadness, interest, etc.).

When looking at this process, we can identify two areas where communication breaks down: encoding and decoding.

Most of our difficulties with communication come when the sender does not send his message correctly and/or the receiver does not receive the message correctly.

Quite simply, communication breakdowns come from poorly sent messages and ineffective listening.

36
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Sending Messages Effectively

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The two most common ways that we send messages are verbally and non-verbally.

Verbal messages are a critical part of our communication, and there are several keys to effectively sending verbal messages, according to Martens (1987).

Keys to effectively sending messages:

Be direct: It is important to clearly and directly state your message.

Be clear and concise: Effective messages are sent clearly and without non-essential information. When speaking with another person, try to use clear language and be concise. Think about what the person needs to know and then give him or her that information.

Repeat your message: You should reinforce important points with repetition.

Check for understanding: Your goal in communication is to get the listener to understand your message. Therefore, it is important to verify that the message was received correctly.

37
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Giving Feedback

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One of the unique ways we verbally communicate with other people is by giving feedback.

Coaches and leaders must give effective feedback to their followers if they want them to improve and have success.

One of the most effective ways to give feedback is the sandwich approach.

In fact, research by Smith and Smoll (1996) indicates that the sandwich approach is an effective way to give feedback.

38
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The sandwich approach

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The sandwich approach suggests that you provide feedback in three steps.

Here is an example of how to give feedback to a softball player who just had a ball go between her legs:

  1. Positive statement: Lisa, great job getting in front of the ball.
  2. Future-oriented instructions: Next time, try to keep your head down and watch the ball go into your glove.
  3. Compliment: If you keep working on this, you are going to be great!
39
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Non-verbal Communication

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While we spend a significant amount of time focusing on our verbal messages, we often forget about the importance of non-verbal messages.

As much as 50%–70% of our communication is non-verbal (Burke, 2005), and some estimates are even higher.

Non-verbal communication can include:

Physical appearance
Posture
Gestures
Body position
Touching
Facial expressions
Voice characteristics

We can send very strong messages through our non-verbal communication, so it is important to understand what your body is saying.

Some keys to non-verbal communication include:

Being consistent with your verbal and non-verbal communication: When a coach implores his team to “calm down” but is simultaneously screaming at the referees, it can send a confusing message. Sarcasm or inconsistent non-verbals can also be misleading (e.g., telling someone, “Great job!” while giving them a thumbs down).

Being aware of what your body is saying: Your appearance, posture, and gestures can send strong messages. As you communicate with others, try to become aware of what your body is saying.

40
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Confrontations

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Confrontations are another unique form of communication.

Many people do not like confrontations and try to avoid them, if possible.

Other people enjoy confrontations and believe they are important for individual and team growth.

As you think about your history with confrontations, it might be interesting for you to identify your confrontation style.

Johnson (1981) identified five confrontation styles that are based on how highly a person values his goals and personal relationships:

  1. Turtle (Withdrawing): Turtles avoid conflict. They give low value to their goals and personal relationships.
  2. Teddy Bear (Smoothing): The teddy bears care more about relationships than goals and want people to like them. Teddy bears avoid conflict and look for harmony.
  3. Shark (Competing): Sharks value goals over personal relationships. Sharks try to overpower their opponents and get them to agree with their point.
  4. Fox (Compromising): Foxes place moderate value on their goals and relationships. They are happy to give up a little of what they want in order to come to a resolution.
  5. Owl (Collaborating): Owls highly value goals and relationships. Owls work together with other people to find a win-win solution.
41
Q

DESC method

A

One of the most useful ways to approach confrontations is through the DESC method:

Describe: The first step is to describe the situation.
Explain: It is important to explain how the situation makes you feel.
Specify: The third step is to clearly describe what you would like to happen.
Consequences: The final step is to let the person know what positive consequences will occur if they do what you ask.

For example, you might sit next to a person at work who listens to loud music on his computer. When you approach him about it, you might say:

“Steve, I’ve noticed that you really like to listen to your music at work.”

“When you turn it up loudly, it makes it difficult for me to work, and I feel like our work environment is not great.”

“I would really appreciate it if you could turn it down a little or even use your headphones.”

“If you would do that, I think our work environment would be much better and we will probably be more productive.”

42
Q

Confrontations can be uncomfortable, but they can also be extremely beneficial.

A

When handled correctly, confrontations can help both parties understand the issues without feeling undue stress or guild

Here are some things to consider before confronting another person:

Consider the purpose of the confrontation: Confrontations should be used to examine behaviour, discuss issues, and, ultimately, to improve the situation. They should not be used to “put someone in their place” or “blow off steam.”

Avoid confrontations when you are angry: Before confronting someone, it is important to calm down, consider the purpose of the confrontation, and carefully choose your words.

Work with the other person to resolve the issue: When you team up with the other person to identify a solution, you are more likely to find a positive resolution to the problem.

43
Q

Keys to Effective Listening

A

Listening represents a major part of the communication process and is also where many breakdowns occur.

Do you have difficulty listening to people?

It is important to become aware of your listening skills before you can work to improve them.

Now that you have assessed your listening skills, here are some keys to effective listening:

Eliminate distractions: If you really want to listen to someone, it is important to turn off electronic devices and remove other distractions.

Be there for them: When you are listening to another person, it is important to be there for them. Do not turn the conversation around to talk about yourself or change the topic to something more interesting to you.

Show them you are listening: You can reassure a speaker through a simple smile or nod, which lets them know you are listening.

44
Q

Active Listening

A

Active listening is the most effective form of listening.

In active listening you show the speaker that you have heard and understood the message.

Active listening can be done by using the formal active-listening response below.

“It sounds like you are feeling ____________ because __________, and you would like __________.”

A past student who worked as a security guard at an airport said that after watching a woman berate his (the student’s) co-workers for making her wait in a security line, he decided to intervene.

He said, “It sounds like you are really upset because we are holding you in line and you would like us to check you and let you go.”

She looked at him and said, “You’re the only one who understands me.”

By using active listening, you can really show people that you are listening and understanding their message.

When someone is upset and wants to be heard, active listening is a great way to show them you care.

45
Q

Module 12 Summary

A

In this module we covered communication, including methods to communicate more effectively.

In many cases our communication breaks down when messages are sent or received ineffectively

By implementing the suggestions offered in this module, you can improve your communication skills. You might also become more effective at giving feedback and dealing with conflict.

46
Q

Test Yourself mod 12

A
  1. In this form of listening, we paraphrase what the speaker has just said.

Active listening

  1. Communication typically breaks down in the encoding stage.

False

  1. The majority of communication is verbal.

True