Chapter 4 - Leading

Question 1

Key to delegation

Answer 1

Communication.

• Nature of task, and expected results should be effectively communicated.
• Scope of authority and responsibility must be clearly defined.

Question 2

How to achieve effective 2-way communication

Answer 2

• Information must be free flowing between individuals.
• Marked by responsive, active listening.
• Must not be stressful.
• Clear and direct.

Question 3

Practicing Active listening

Answer 3

• Take responsibility for what you hear.
• Clarify meaning, content, and intent using questions.
• Be actively engaged in conversation.
• Listen twice as much as you speak.
• Must attend to verbal and nonverbal components of conversation.
• Using good manners and etiquette.

Question 4

Non-verbal communication

Answer 4

• Rate of speech.
• Quality of speech.
• Inflection.
• Choice of words.
• Tone.

Question 5

4 strategies for resolving employee conflict.

Answer 5

1. Communications skills.
   - essential in resolving conflict.
2. Mutual respect.
   - communication without interruption, judgement, criticism.
3. Interactive problem solving.
   - all parties should participate.
4. Win-win solutions.
   - all parties should benefit.

Question 6

4 reasons why employees avoid change

Answer 6

1. Tradition.
2. Past failures.
3. Lack of time/too many priorities.
4. Unpredictability of the future.

Question 7

5 steps in the coaching process.

Answer 7

1. Assessing performance
2. Setting goals.
3. Self-evaluation.
4. Rewarding.
5. Monitoring.

Question 8

4 examples of when coaching is best used

Answer 8

1. Respond to employee who has asked advice.
2. Prepare employee to take on new activity.
3. Provide support/guidance to employee experiencing difficulty.
4. Help employee apply theoretical knowledge or skill

Question 9

5 reasons why leaders fail to coach

Answer 9

1. They don’t have the time.
2. They don’t know how.
3. Too many employees.
4. Performance is currently acceptable.
5. Employees aren’t motivated.

Question 10

How do you motivate someone?

Answer 10

-Cannot motivate another individual, can only awaken the wants and needs of that person.

Question 11

What is communication?

Answer 11

• Interactive exchange of verbal and non-verbal information.
• Managers must communicate openly, freely, and concisely.
• Communication can make employees feel included.

Question 12

Benefits of coaching.

Answer 12

• Leaders can delegate more.
• Employees increase productivity.
• Leads to effective communication.

Question 13

What is coaching?

Answer 13

• One-to-one exchange of information.
• Focuses on job performance.
• Mistakes will be made, coach should emphasize solutions.
• Process by which leaders correct problems, earn a commitment to future improvement and build relationships.