1
Q
What are the 3 ingredients for effective human skills?
Levels of leader expertise
A
- Understand behavior
- Predict behavior
- Direct, change and influence behavior
2
Q
What is behavior?
A
A series of activities motivated by achievement of a goal
3
Q
What is an activity?
A
The basic unit of behavior
4
Q
What are motives?
A
Needs, wants, drives or impulses within a person directed toward a goal
(Conscious or subconscious )
5
Q
What are goals?
A
Hoped for rewards outside a person toward which motives are directed
6
Q
What is motive strength?
A
The need that determines behavior
7
Q
What are the 5 frustrated behaviors?
R3AF
A
Rationalization Regression Resignation Aggression Fixation
8
Q
What are the 2 categories of activities?
A
- Goal-directed
- Goal activity
9
Q
What are goal-directed activities?
A
Motivated behavior directed at reaching a goal
10
Q
What is goal activity?
A
Satisfying the goal itself
11
Q
What is the relationship between motives, goals, and activities?
A
Motive to reach a goal drives behavior which results in goal-directed activity leading to goal activity
12
Q
What is expectancy?
A
The perceived probability of satisfying a need
13
Q
What is availability?
A
The perceived limitations of the environment that affect how accessible a goal is
14
Q
What are the 5 steps of Maslow’s Hierarchy of Needs?
A
- physiological
- safety (security)
- social (affiliation)
- esteem (recognition)
- Self-actualization
15
Q
What are the 4 elements of the Johari window?
A
- known to others
- unknown to others
- known to self
- unknown to self
16
Q
What is the Johari area that is known to self and known to others?
A
Public
17
Q
What is the Johari area unknown to self but known to others?
A
Blind
18
Q
What is the Johari area known to self but unknown to others?
A
Facade
19
Q
What is the Johari area unknown to self and unknown to others?
A
Unknown
20
Q
What are the 2 processes that affect the size of the Johari areas?
A
- feedback
- disclosure
21
Q
What is the effect of feedback on the Johari window areas?
A
Increases the public area and shrinks the blind area
22
Q
How does disclosure affect the Johari window areas?
A
Increases the public area and shrinks the facade
23
Q
What are the 4 required roles of group facilitation?
A
- primary facilitator
- secondary facilitators
- timekeeper
- minute taker
24
Q
What is the optional role of group facilitation?
A
-scribe
25
What are the responsibilities of the primary facilitator?
- help group free itself from internal obstacles
- focus energies
- define and accomplish common desired outcomes
- help group use efficient communication processes
- use group decision making
- protect members
26
What are the responsibilities of the secondary facilitators?
- alert group when straying
- handle disruptive behavior
- deter nit-picking or irrelevant details
- announce when consensus met
- halt reopening a decided-on topic (halting)
- seek information from others
27
What is the responsibility of the timekeeper?
- Monitor the time it takes for group to accomplish tasks.
| - provide updates concerning time spent
28
What is the responsibility of the minute taker?
Take notes
- decision agreements
- action items
29
What is the responsibility of the scribe?
Write on flip charts
30
What are the 3 values of safeguarding?
- decreases chance of prematurely rejecting an idea
- encourage members to offer suggestions more freely
- add to an infant idea and develop a mature solution
31
What are the 2 gatekeeping processes?
- gate-opening
| - gate-closing
32
What is gate-opening?
Directly including other individuals in the discussion or for increasing an individual’s opportunity to contribute to the discussion
33
What is gate-closing?
Behavior as a means for excluding an individual from the discussion or reducing an individual’s opportunity to contribute to the discussion
34
What are the 4 strategies to process feelings?
- stay personally neutral
- understand rather than evaluate feelings
- process feelings using silence, then flip charts
- refocus the discussion on the original topic and its desired outcomes
35
What are the 4 general guidelines for dealing with disruptions?
- firm but friendly confrontation
- encourage shared responsibility for handling difficult members
- use nonverbal cues
- acknowledge acceptable behavior
36
What are the 4 good reasons for encouraging differences?
- critical thinking is stimulated
- innovation and creativity are sparked
- group stagnation is minimized
- healthy debate and discussion are energizing
37
What are the 4 negative results of differences?
- winners are produced at the expense of losers
- polarization is fostered
- energy is consumed unproductively
- a short-term orientation takes hold
38
What are the 4 phases of “mining group gold? OR What are the 4 segments of effective group facilitation?”
- preplanning
- start-up
- move-out
- wrap-up
39
What is developed in "PREPLANNING" phase of "mining group gold"?
- PDORA
- invite smallest number of people necessary
- plan procedures to be employed
- establish task-oriented behaviors, maintenance-oriented behaviors and gatekeeping processes
40
What does “PDORA” stand for?
- purpose of the session
- desired outcomes
- roles
- agenda
41
What is involved in “START-UP" phase of "mining group gold"?
- informal socialization
- review PDORA
- answer questions
42
What is included in “MOVE-OUT" phase of "mining group gold"?
- initiate a collaborative climate
- maintaining a collaborative climate
- concluding along the way
- handling disruptive behavior
- encourage constructive conflict
- discourage destructive conflict
- encourage process checks
- don’t duck emotions
43
What is accomplished during “WRAP-UP" phase of "mining group gold"?
- tie up loose ends
| - conduct critique
44
What is power?
Influence potential
45
What does power do for a leader?
Gain compliance or commitment from others
46
What are the 2 types of power?
- position
| - personal
47
Where does position power come from?
The extent to which those people to whom managers report are willing to delegate authority and responsibility down to them
From above and flows down
48
What is personal power?
The extent to which followers respect, feel good about and are committed to their leader, and see their own goals as being satisfied by the goals of their leader
Comes from below
49
How many "Bases of Power" are there?
7
50
What are the power bases from low performance readiness to high readiness level?
- coercive
- connection
- reward
- legitimate
- referent
- information
- expert
51
How many position power bases are there?
4
52
What are the 4 position power bases and at what readiness levels/influence behaviors are they used at?
- coercive, r1, s1
- connection, r1-r2, s1-s2
- reward, r2, s2
- legitimate, r2-r3, s2-s3
53
What is coercive power?
The perceived ability to provide sanctions, punishment or consequences for not performing
54
What is connection power?
The perceived association of the leader with influential persons or organizations
55
What is reward power?
The perceived ability to provide things that people would like to have
56
What is legitimate power?
The perception that it is appropriate for the leader to make decisions because of title, role or position in the organization
57
How many personal power bases are there?
3
58
What are the 3 personal power bases are there and at what readiness levels/influence behaviors are they used at?
- referent, r3, s3
- information, r3-r4, s3-s4
- expert, r4, s4
59
What is referent power?
The perceived attractiveness of interacting with the leader
60
What is information power?
The perceived access to, or possession of, useful information
61
What is expert power?
The perception that the leader has relevant education, experience and expertise
62
How many performance readiness levels are there?
4 (r1-r4)
63
What is readiness level r1?
Unable AND insecure or unwilling
64
What is readiness level r2?
Unable, BUT confident or willing
65
What is readiness level r3?
Able, BUT insecure or unwilling
66
What is readiness level r4?
Able AND confident and willing
67
How many influence behaviors are there?
4 (s1-s4)
68
What is influence behavior s1?
Telling (high task, low relationship)
69
What is influence behavior s2?
Selling (high task, high relationship)
70
What is influence behavior s3?
Participating (high relationship, low task)
71
What is influence behavior s4?
Delegating (low relationship, low task)
72
What are the 4 elements of good order and discipline?
- just
- fair
- consistent
- equal
73
What are the 2 types of discipline?
- punitive
| - constructive
74
What are the 5 discipline intervention guidelines?
- timely
- vary the emotional level
- focus on performance
- be specific
- keep it private
75
What does punishment do?
Prevents the recurrence of a behavior
76
What does negative reinforcement do?
Strengthens the response that eliminates the punishment
77
What is the limitation of punishment?
It shows what not to do, but not what to do
78
What is extinction?
Ignoring or taking no action toward a negative behavior
79
In what situational leadership pane does the leader have a problem, but the follower does not?
S1
80
In what situational leadership pane does both the leader and follower have a problem?
S2
81
In what situational leadership pane does the follower have a problem, but the leader does not?
S3
82
In what situational leadership pane does neither the leader or follower have a problem?
S4
83
What are the 3 steps of positive discipline?
- warn orally
- warn in writing
- let the individual decide
84
What is leadership?
The process of inducing others to take action toward a common goal
85
what is a group?
2 or more individuals interacting, in which the existence of all is necessary for the individual group members’ needs to be satisfied
86
What are the 3 elements of leadership?
- it is relational: exists only in relation to others
- it is a process: leader must do something
- it requires inducing others to take action
87
What is the function of a leader?
Establish the basic vision (purpose, mission, overarching goal or agenda) of the organization
88
What is the function of a manager?
Implement the leader’s vision
89
What are the 2 types of leadership?
- transformational
| - transactional
90
What is transformational leadership?
Leadership that changes the organization and motivates subordinates to work for “higher level” goals that transcend their immediate self interest
91
What is transactional leadership?
Leadership that maintains or continues the status quo and involves an exchange process where followers get immediate, tangible rewards
92
What are the 4 parts to the leadership model?
- motives and traits
- knowledge, skills and abilities
- vision
- implementation of the vision
93
What are the two motives?
- drive
| - leadership motivation
94
What are the 5 drive motives?
- achievement
- ambition
- energy
- tenacity
- initiative
95
What are the 2 types of leadership motivation?
- socialized
| - personalized
96
What is the socialized leadership motivation?
Seeking power to meet a larger goal
97
What is the personalized leadership motivation?
Seeking power for power
98
What 2 things can cause a decrease in motive strength?
- need satisfaction
| - blocked need
99
What 3 coping behaviors can result from blocked needs?
- cognitive dissonance
- frustration
- increasing motive strength
100
What are the 5 core traits?
- honesty/integrity
- self-confidence
- originality/creativity
- flexibility/adaptability
- charisma
101
What are the 2 aspects of leadership knowledge?
- technical expertise
| - knowledge of the organization and industry (gained through experience)
102
What are the 2 skills?
- people skills
| - management skills
103
What are the 5 people skills?
- listening
- oral communication
- network-building
- conflict management
- assessment
104
What are the 4 management skills?
- problem-solving
- decision-making
- goal-setting
- planning
105
What is meant by “ability”?
Cognitive ability/intelligence
106
What are the 4 aspects of the vision?
- develop a vision statement
- formulate the vision
- promote commitment
- develop a strategic vision
107
What are the 7 parts of implementing a vision?
- agenda development
- structuring
- motivating
- managing information
- team building
- promoting change, innovation and risk-taking
108
What are the 4 tenants of a vision?
- brevity
- clarity
- abstractness
- challenge
109
What are the 4 stages of team growth?
- forming
- storming
- norming
- performing
110
What happens during "forming" stage of team growth?
members cautiously explore the boundaries of acceptable group behavior
111
What is included in "forming" stage of team growth?
- pride in being chosen
- excitement, anticipation, optimism
- initial attachment
- anxiety about the job ahead
- define task and decide how to be accomplished
- decide what information needed
- determine acceptable team behavior
- wait to be told what to do from leader
112
What happens during "storming" stage of team growth?
team members begin to realize difficulty of task and become testy, anxious or overzealous
113
What does "storming" stage of team growth include?
- frustration and resistance to tasks and methods
- sharp fluctuations in attitude
- anxiety about or withdraw from conflict
- arguing among members
- being defensive and competitive
- questioning wisdom of other members
- establishing unrealistic goals
- withdrawing
114
What happens during "norming" stage of team growth?
members reconcile competing loyalties and responsibilities, and accept team ground rules (norms) or their roles on the team
115
What is included in "norming" stage of team growth?
- sense of team cohesion
- acceptance of membership
- relief
- attempts to achieve harmony
- experimenting with ways to raise and discuss differences of opinion
- confiding in each other
- expressing constructive criticism
- maintaining team ground rules and boundaries (norms)
116
What happens during "performing" stage of team growth?
the team has settled relationships and expectations, and performs consistently, diagnosing and solving problems, choosing and implementing changes
the team is an effective, cohesive unit
117
What is included in "performing" stage of team growth?
- insights into personal and group processes
- better understanding of each members’ strengths and weaknesses
- satisfaction at progress
- close attachment to team
- creating constructive self-change
- preventing or working through group problems
118
What are the 10 ingredients for a successful team?
- clarity in team goals
- a plan for improvement
- clearly defined roles
- clear communication
- beneficial team behaviors
- well-defined decision procedures
- balanced participation
- established ground rules
- awareness of group process
- use of the scientific approach
119
What is conflict?
A state of disharmony; the opposition or simultaneous functioning of mutually exclusive impulses, desires or tendencies
120
What is an incompatible activity?
One that prevents, blocks, interferes with, injures or in some way makes a second activity less likely or less effective
121
What are the 7 benefits of conflict?
- prevents stagnation
- encourages change
- prevents boredom
- stimulates interest
- adjusts balance of power
- increases motivation
- encourage creativity and innovation
122
What is controversy?
A discussion, debate or dispute in which opposing opinions clash
123
Why is controversy essential among group members?
It evolves involvement, creativity, commitment to task accomplishment and group maintenance, and high quality decisions
124
What is the value of controversy?
- Provides creative, high-quality decisions
- builds commitment
- encourages inquiry
- promotes new and better alternatives
- synthesize ideas
- better understanding of self
- opportunity to air differences
125
What are the problems with win-lose rather than problem solving?
- win at expense of others
- see actions in terms of domination
- deny legitimacy of others interests
- force others to give in
- winners find it hard to enforce implementation
- cohesion decreases
- maintenance problems
- distrust
126
What are the advantages of constructive controversy?
- increases motivation
- strengthens chances
- develops critical thinking
127
What are the 3 conflict responses?
- avoidance
- difusion
- confrontation
128
What is avoidance?
The tendency to repress emotional reactions, look the other way or leave the situation entirely
129
What is difusion?
Trying to cool off the situation, at least temporarily, or to keep the issues so unclear that attempts at confrontation are improbable
130
What is confrontation?
Can include power strategies including physical force, bribery, and punishment
131
What are the 4 negotiation skills?
- diagnosis
- initiation
- listening
- problem-solving
132
What is discounting?
Responding to a team member’s opinion or idea in such a way as to disregard it or consider it irrelevant
133
What is communication?
The process of people sharing thoughts, ideas and feelings with each other in commonly understandable ways
134
What are the 3 communication models?
- one-way
- circular
- transaction
135
What is the sender?
The source of the message
136
What is the receiver?
The interpreter of the message
137
What are the 2 things that must be present for a sender to want to communicate?
- stimulus
| - motivation
138
What is encoding?
The process of putting a message into the form in which it will be communicated
139
What is decoding?
The process the receiver goes through in trying to interpret the exact meaning of a message
140
What is included in frame of reference?
- educational background
- race
- cultural values
- gender
- life experiences
- attitudes
- personality
141
What is the communication code?
The symbols that carry the message
142
What are the 3 communication codes?
- language
- para language
- non-verbal
143
What is the channel?
The medium selected to carry the message
144
What is channel richness?
The amount of information a channel can convey
145
What is feedback?
Verbal and visual response to a message
146
What is included in the communication environment?
- time
- place
- physical surroundings
- social surroundings
147
What is noise?
Anything that interferes with communication by distorting or blocking the message
148
What are the 2 types of communication systems?
- formal
| - informal
149
What is the formal communication route?
The official path prescribed by an organization’s chain of command
150
What is the informal communication route?
Communication that circumvents the chain of command based on friendships or specific information needs
151
What is another name for the informal communication route?
The grapevine
152
What are the 3 aspects of formal communication?
- downward
- upward
- horizontal
153
What is downward communication?
Messages that flow from managers and supervisors down to subordinates
154
What is upward communication?
Messages that flow upward from subordinates to supervisors and managers
155
What is horizontal communication?
Messages that flow laterally between people of the same rank
156
What are the 6 barriers to good listening?
- physical
- personal
- gender
- age/generational
- semantic
- technology
157
What are the 5 stages of listening?
- sensing
- interpreting
- evaluating
- responding
- memory
158
What is the sensing stage of listening?
Hearing what is important
159
What is the interpreting stage of listening?
Assigning meaning to what is seen, heard and felt
160
What is the evaluating stage of listening?
Determining speaker credibility and message importance
161
What is the responding stage of listening?
Reacting to speech (usually nonverbal)
162
What is the memory stage of listening?
Retaining parts of a message in memory
163
What are the 7 signs of poor listening?
- breaking the chain of command
- learning about events too late
- always putting out fires
- information must be repeated
- tasks given to others
- increase in written communication
- increase in poor listening habits
164
What are task behaviors?
Behaviors that are concerned with a group’s effort to define and accomplish its desired outcomes
165
How many task behaviors are there?
10
166
What are the 3 task behavior subgroups?
- initiating
- processing
- confirming
167
What 2 behaviors are included in initiating?
- proposing
| - building
168
What 5 behaviors are included in processing?
- information seeking
- opinion seeking
- information giving
- opinion giving
- disagreeing
169
What 3 behaviors are included in confirming?
- summarizing
- testing comprehension
- consensus testing
170
What are maintenance behaviors?
Behaviors to deal with the group’s effort to survive, regulate, grow and strengthen itself as an effective instrument for achieving its desired outcomes
171
How many maintenance behaviors are there?
5
172
What are the 2 maintenance behavior subgroups?
- team cohesion
| - performance improvement
173
What is included in team cohesion?
- encouraging
- harmonizing
- tension relieving
174
What is included in performance improvement?
- performance checking
| - standard setting
175
What methods are used to regulate participation?
- gate-opening
| - gate-closing
176
What are the 7 brainstorming ground rules?
- all criticism and evaluation ruled out
- wild ideas are expected and accepted
- the quantity of ideas count, not quality
- build on other’s ideas when possible
- Focus on the issue
- make sure all members are heard
- record all ideas
177
What are the 3 ways to change the equilibrium of Lewin’s Force Field?
- strengthen or add forces in the direction of change
- reduce or remove restraining forces
- change the direction of the forces
178
What are the 5 steps to problem solving?
- Define the problem
- diagnose the problem
- formulate alternative strategies
- decide on and implement a strategy
- evaluate the success of the solution and the group process
179
What is "defining the problem"?
looking for and deciding on what the desired state is, what the actual state is and how they differ
180
What is "diagnosing the problem"?
looking to see the size and the cause of the problem more clearly
181
What is "formulating alternative strategies"?
generate strategies to decrease the strength or number of restraining forces, increase the strength or number of helping forces, or a combination of the two
182
What is "deciding upon and implementing a strategy"?
decision making steps and solution implementation
183
What is evaluating the success of the solution and the group process?
looking at 3 things:
- group process
- implementation process
- consequences of the implementation
184
What is "groupthink"?
An uncritical way of thinking, often characteristic of groups in which the desire to avoid conflict and reach agreement is more important than careful consideration of alternatives
185
What are the 7 symptoms of groupthink?
- illusion of invulnerability
- shared stereotypes
- rationalization
- illusion of morality
- self-censorship
- illusion of unanimity
- direct pressure
- mind guarding
186
What are 6 techniques to avoid groupthink?
- bring in outside experts
- all are critical evaluators
- keep personal opinions to self until all have expressed their opinion
- leader intentionally miss a meeting
- impress importance of looking at many options
- take a 2nd chance to rethink choice
187
What are the 4 decision-making styles?
- authoritative
- consultative
- facilitative
- delegative
188
What is "authoritative"?
leader makes decision and provides specific instructions
189
What readiness level is the "authoritative style" used at?
R1
190
What is "consultative"?
the leader makes and explains the decision and provides opportunity for dialogue and clarification
191
What readiness level is the "consultative styles" used at?
R2
192
What is "facilitative"?
the leader shares the problem and mutually makes decisions with follower(s)
193
What readiness level is the "facilitative style" used at?
R3
194
What is "delegative"?
the leader turns responsibility for decision over to follower(s)
195
What readiness level is the "delegate style" used at?
R4
196
What is a "facilitator"?
a person who helps a group to free itself from internal obstacles or difficulties so the meeting's desired outcomes can be
pursued more efficiently and effectively.
197
What is the benefit of learning and using interpersonal relationship skills?
results in greater commitment to desired outcome
