Chapter 3: The Management of Human Resources

Question 1

What are the keys of successful management of Human Resources?

Answer 1

Clear communication and mutual trust.

Question 2

What are filters and Lenses?

Answer 2

Interpretations of words differently, based on life experiences.

Question 3

What should you adjust when speaking to another person?

Answer 3

Communication Style. You should fit your communication for the person you are speaking with so they understand effectively.

Question 4

Why is names important?

Answer 4

They like being remembered.

Question 5

What are the 6 key points for written communication?

Answer 5

1. Know and understand the background of the people who will be reading the communication. Write so they can understand it.
2. Do not use jargon. Be clear.
3. Be brief.
4. Always write out changes in animal care or related procedures. Verbal messages often get lost. IACUC approval may be needed.
5. Ask investigators to put changes in animal care or procedures in writing. Follow up verbal requests with written confirmation.
6. Not everything should be in writing, use common sense.

Question 6

What are the benefits of open and informal communication?

Answer 6

It gives people a sense of worth and security, and enhances your status as a manager.

Question 7

What should you do when dealing with abrasive feedback?

Answer 7

Use a neutral tone, listen carefully, try to determine what led to the perceptions. focus on facts, not irrelevant opinions.

Question 8

How should feedback be provided?

Answer 8

As if you were an unbiased observer, not a biased accuser.

Question 9

What is a 360-degree Feedback?

Answer 9

Evaluation that focuses on a person’s managerial skills and not how the person does his or her daily job.

Question 10

What are the 8 steps to approach a difficult conversation?

Answer 10

1. Focus on the root of the problem.
2. Approach the problem as an unbiased observer.
3. Do not be accusatory, use questions and suggestions.
4. Clearly express your concerns and how they affect you.
5. If a single meeting does not resolve the issue, discuss the pattern of activity that is occurring.
6. If that still does not solve the issue, discuss your relationship with the individual.
7. Do not assume that your point of view is the only valid one. Your subordinate might have a different perspective but it is nevertheless reasonable.
8. Make a sincere apology if you have made a mistake.

Question 11

Research shows uncivilly causes what percentage of people to cut back on work effort?

Answer 11

25%

Question 12

10 Rules for communicating and making yourself valuable to your supervisor.

Answer 12

1. Never blindside your supervisor.
2. Provide accurate information.
3. Don’t let a problem get out of hand before discussing it.
4. Be knowledgeable about the subject matter.
5. Don’t’ make up answers when you don’t know an answer.
6. Be prepared to document your comments if you are challenged.
7. Take the initiative when it is reasonable to do so.
8. Collaborate whenever possible with others in your organization.
9. Stay current with the management and laboratory animal science literature, new products, etc.
10. Adjust your communication style to fit your bosses management style.

Question 13

How to learn from mistakes.

Answer 13

Preventing a mistake from happening a second time is more important than trying to find a person to blame for it.

Question 14

What is motivation?

Answer 14

Any action taken by a manager (or organization as a whole) that provides its employee’s with a desire to accomplish a goal. It is not a resource, but a core management and leadership function. Should be a continuing goal.

Question 15

What provides successful motivation?

Answer 15

Providing a work environment that engenders a desire to be efficient and effective.

Question 16

Five basic needs for Motivating Employee’s

Answer 16

1. A reasonable salary.
2. Reasonably good working conditions.
3. Reasonably good supervision.
4. Respect and trust.
5. A feeling that the work being done is important.

Question 17

Are promotions a good motivator?

Answer 17

The POTENTIAL for promotion can be a strong motivator. Employee’s should know about the opportunity’s.

Question 18

7 ways a manager can demonstrate trust and respect?

Answer 18

1. Keep people informed about matters that can affect their jobs.
2. Delegate responsibility
3. Involve staff in decision making.
4. Establish mutually agreeable goals.
5. Recognize achievement.
6. Be attentive to people’s needs.
7. Don’t make foolish rules.

Question 19

Good managers care about people but focus on what?

Answer 19

The business.

Question 20

What three intangible rewards are universal?

Answer 20

Respect, Trust, and making a person feel needed.

Question 21

What is key to positive behavior reinforcement?

Answer 21

Know that type of reward is important to the person.

Question 22

True or false: Reinforcing a desired behavior is a form of motivation.

Answer 22

True

Question 23

True or false: Rewards given out too often increase effectiveness and are special.

Answer 23

False: the opposite. Rewards given too often LOSE effectiveness and aren’t considered special.

Question 24

True or false: Every person should understand, without ambiguity, what constitutes satisfactory performance of their job.

Answer 24

True

Question 25

True or false: You can give one person authority over another if you think it best.

Answer 25

False! Never give one person authority over another unless there are legitimate differences in responsibility.

Question 26

True or false: People remember praise but respond to criticism.

Answer 26

False. People remember criticism, but respond to praise.

Question 27

What are seven goal setting concepts?

Answer 27

1. Set goals compatible with the mission and vision of your organization. 2. Work with an employee to set a goal. Do not set your own goal and force it upon another. 3. A goal should be neither too easy or too hard to accomplish. 4. A person must know what constitutes an acceptable completion of a goal. 5. Try to set goals that can be measured/quantified. 6. When possible, set a reasonable time limit for the completion of the goal. 7. Put goals in writing.

Question 28

What is Influence

Answer 28

Something one person say's or does that helps induce another person to make a particular choice. Lacks the internal drive of motivation on the receivers end.

Question 29

What is the key to using influence?

Answer 29

Be very clear about what you want to happen, and what the other person may want in return. Best when used as a negotiation tactic, and areas of similarity such as dress, emotions, or situations help to strengthen bond and have them agree to your requests.

Question 30

Three steps to removing feelings of entitlement:

Answer 30

1. Challenge people to take risks, learn, and fulfill potential. 2. Empower people to be creative, and take actions (autonomy). 3. Giving people a feeling that their work is significant.

Question 31

What is the difference between motivation and morale?

Answer 31

Motivation is providing people with the incentive to accomplish a goal. Morale is person's or groups willingness and desire to accomplish a goal.

Question 32

What is your managerial function in self-directed groups?

Answer 32

Help direct, organize, facilitate, give support, untangle problems, and reinforce and promote the teams achievements.

Question 33

What is required for a teamwork approach to be successful?

Answer 33

Group, not individual, accountability.

Question 34

What is the key to influence people to change?

Answer 34

The story of change must be interesting, authentic, and relevant.

Question 35

What are the 7 basic requirements of implementing change?

Answer 35

1. Have a strong and well-considered reason for change. 2. Communicate often about the need for the change and benefits anticipated. 3. Be honest. 4. Solicit the support of leaders of your group. 5. Understand different people will have different reasons for accepting/rejecting change. 6. Accept and honestly evaluate feedback about change. 7. Keep people informed about progress in change. Success and failures and what will be done to correct if needed.

Question 36

What is negotiation?

Answer 36

Discussion between people who are trying to avoid a dispute and reach a mutually acceptable outcome.

Question 37

What are the five points of negotiation?

Answer 37

1. Know what you want to accomplish. 2. Know what your opponent wants. 3. Don't rush into the negotiation. 4. Begin the negotiation. 5. Know when to walk away.