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Flashcards in Communications - Chapter 2 Deck (31):
1

Why form groups and teams?

Businesses are constantly looking for ways to do jobs better at less cost.

2

What are 7 reason to form teams?

Better decisions, faster response, increased productivity, greater buy-in, less resistance to change, improved employee morale, reduced risks

3

Why better decisions?

Decisions are generally more accurate and effective because group members contribute different expertise and perspectives

4

Why faster response?

When action is necessary to respond to competition or to solve a problem, small groups and teams can act rapidly.

5

Why increased productivity?

Because they are often closer to the action and to the customer, the team members can see opportunities for improving efficiency

6

Why greater buy in?

Decisions arrived at jointly are usually better received because members are committed to the solution and more willing to support it

7

Why does forming a team less resistance to change?

People who have input into decisions are less hostile, aggressive, and resistant to change

8

Why does forming a team improve employee morale (tinh thanh)?

Personal satisfaction and job morale increase when teams are successful

9

Why does forming a team reduce risk?

Responsibility for a decision is diffused, thus carrying less risk for any individual

10

What are the four phases of team development?

Forming, storming, norming, performing

11

What is forming?

Individuals get to know each other. Attempt to search similarities and attempt to bond and develop trust. Discuss formal topics as who owns team, how large the should be, what talents members can contribute. The leader functions as a traffic director.

12

What is storming?

2nd phase: define their roles and responsibilities, decide how to reach their goals, and iron out the rules governing how they interact. This phase often produces conflict. The leader should act like a coach rather than a cop.

13

What is norming?

Conflict stops, roles are clear, information begins to flow among members. Group checks to make sure it moving towards goals. Formal leadership is unnecessary because everyone takes on leadership functions.

14

What is performing?

Some teams never reach this final stage. Group members have established routines and a shared language. A "can do" mentality exists as the team moves towards their goal.

15

What are 7 reasons why teams fail?

Confused goals, mismatched needs, unresolved roles, senseless procedures, bad leadership, anti-team culture, poor feedback

16

What are 6 step steps for dealing with conflict?

1. Listen. 2. Understand the other's point of view. 3. Show a concern for the relationship. 4. Look for common ground. 5. Invent new problem-solving options. 6. Reach an agreement based on what is fair.

17

In dealing with conflict, what do you listen for?

Listen carefully to make sure you understand the problem. If the other doesn't seem to be listening, you need to set example be the first to listen.

18

In dealing with conflict, how can you "understand the other's point of view"?

Show your understanding by asking questions and paraphrasing.

19

In dealing with conflict, how can you Show a concern for the relationship?

Focus on the problem not the other person. You can build, maintain, and even improve the relationship. Show an understanding of the other person's situation and needs and willing to come to an agreement.

20

In dealing with conflict, how can you Look for common ground?

Identify your interests and help the other person identify his or her interests. Learn what you have in common, and look for a solution to which both of you can agree.

21

in dealing with conflict, how can you Invent new problem solving options?

Spend time identifying the interests of both sides. Then brainstorm to invent new ways to solve the problem. Be open to new options.

22

In dealing with conflict, how can you Reach an agreement based on what is fair?

Seek to determine a standard of fairness that is acceptable to both sides. Then weigh the possible solutions and chose the best options.

23

What is groupthink?

Groupthink is faulty decision-making processes by team members who are overly eager to agree with one another.

24

When does groupthink happen?

When team members have similar backgrounds, a lack of systematic procedures, demand for a quick decision, and a strong leader who favors a specific outcome

25

How do you avoid groupthink?

Effective teams avoid groupthink by striving for team diversity in age, gender, background, experience, and training.

26

What are 5 ways for teams to reach decisions?

Majority (USA), consensus, minority, averaging, authority rule with discussion

27

What are 3 types of workplace listening?

Listening to superiors, listening to colleagues and teammates, listening to customers

28

What are first 5 of 10 keys to building powerful listening skills?

1. Control external and internal distractions. 2. Become actively involved. 3. Separate facts from opinions. 4. Identify important facts. 5. Avoid interrupting.

29

What are the last 5 of 10 keys to building powerful listening skills?

6. Ask clarifying questions. 7. Paraphrase to increase understanding. 8. Capitalize on lag time. 9. Take notes to ensure retention. 10. Be aware of gender differences

30

What are 5 functions of nonverbal communication?

1. To complement and illustrate. 2. To reinforce and accentuate. 3. To replace and substitute. 4. To control and regulate. 5. To contradict.

31

What are 8 forms of nonverbal communication?

1. eye contact. 2. facial expression. 3. posture and gestures. 4. time. 5. space. 6. territory. 7. appear of business documents 8. appearance of people