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Flashcards in Effective Supervisory Deck (223)
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121

Barriers to effective communication:

No matter what the barrier the message may be rejected because it _____ with his or hers
beliefs and _____

contradicts
assumptions

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122

True listening goes beyond merely hearing:

it means understanding what the other person is
saying.

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123

The average american speaks approx ___to___ words per min - the brain can comprehend ___ ____ times that amount of information

125 to 150
four to fives

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124

Basic guidelines for active listening;

Listen to what the employee is saying without judging

Try to identify and acknowledge the employees feelings

Paraphrase by using your own words to restate what you heard the employee say.

Ask open ended questions

125

Guidelines when you are giving feedback on performance;

Exam your own motives

Consider the receivers readiness to hear your feedback -Usually more effective when people are seeking it

Give feedback promptly -Details remain clear

Be descriptive rather than judgmental

Deal in specifics, not generalities

Own the statements you make

Offer feedback but don't impose it

Avoid overload

Focus on the problem be solved or the issue or the issue to be confronted rather than the person

Avoid words or phrases that trigger emotional reactions

Remember that not providing feedback's a message in itself

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126

Electronic communication and social media:

the problem with email or tweets is that they can not ___ ______ ; receiver may experience ________
Sensitive messages are best delivered in _____

communicate tone
tone that was not intended
person

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127

Communicating with a diverse workforce:

diversity can increase creativity and improve problem solving by introducing:

new perspectives and ideas

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128

There are four generations in the workplace:

Traditionalist - Born between 1922 and 1945
Baby Boomers - 1946 to 1964
Generation X - 1965 to 1980
Generation Y - 1980 to 2000

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129

Being aware of generations preferred communication styles will:

-Avoid

help better manage relationships

stereotyping

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130

Opportunities for individual development are a key to:

retention factor for employees

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131

Selecting Employees

__ is responsible for screening and advertising for positions:

Your job as a supervisor is to___ a _____ and ____ _____ for each job you are trying to fill

HR

furnish a current and accurate description

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132

A legally compliant job description includes:

Specific duties
Physical requirements if any
Required knowledge , skill, and abilities
Desirable knowledge, skills and abilities

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133

Preparing to conduct a successful interview includes these steps:

- review the job description and advertisement to review the job requirements and how they were presented to the candidate
- Review the application & resume to become familiar with experience and job related skills
- Phrase question to encourage conversation and to get info
- Listen carefully
- Take notes, and write down observation promptly after
- Avoid yes or no questions
- Ask open ended questions such as;
- What makes you the right person for this job?
- You must ask the same initial interview questions, you may need to use follow up questions to get additional information

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134

Three primary components of effective on boarding

Discussing job expectations
Engaging new employees
Promoting new employee retention

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135

Early in the on boarding process, two points should be made clear;

what you expect of the new employee, and what he or she expects from you

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136

When on boarding new employees the following steps will help get them off to a good start;

Introduce employees to everyone they will contact in the first week
Give tour of the work area
Explain organizations ethical standards and rules and regs
Give employee handbook
Explain steps to clarify misunderstandings or get action on complaints
Review internal communication system email, intranet
Explain how supplies and equipment should be used
Review electronic and paper reports
Discuss how jobs fit into work environment

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137

Promoting employee retention

The first ___ to ___ are tough on employees

A ___ __ ___can help new employees get adjusted

Check in weekly for the first few weeks then move into monthly for the first __ ___

three to six months

check in system

six months

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138

Planning a development program

What do employees need to know or do, and at what __ ____?

What knowledge, ___ and ____ do they need?

What do employees, ___ ____ and what skills do they already have?

How soon do employees need ___ to expand their knowledge and skills?

skill level

skills, and abilities

already know

training



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139

Adults learn best when they are ____ in the process and understand how the process will help them ____.

Words can be forgotten ____ but when words go hand and hand with ____ it increases retention

Adult learners retain information when it is given ___ ___

involved
directly

quickly
action

over time
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140

A cowboy must never go back on his work or a trust confided in him

Gene Aulry

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141

People who are ______ do what they say and say what they do

accountable

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142

Principles for coaching success:

1. Be a Conversation partner
2. Define outcome-vision for the team
3. Clarify performance
4.Build Dynamic Capability
5. Engage your employees interest and passion
6. recognize teachable moment for good or bad
7. use multiple coaching media
8. provide recognize and reward.
9. Effective coaches dont win by making last second decisions
10. Effective organizational leader sets the standard, provides the tools, gives advise
when it is needed, and lets the team play to their best ability
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143

key components for counseling:

empathy
caring
listening
confidentiality

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144

Successive counseling may include:

Identifying employees needs
Be supportive
Provide advice
Refer to EAP when appropriate
Seek assistance with HR

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145

It is not your responsibility to solve their problems, but it's your responsibility to notice changes employees ______ or _______.

behavior or performance

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146

Putting yourself in another person's shoes

Empathy

Chapter 10

147

Performance improvement plan

More rigorous than coaching, it is not a disciplinary action

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148

Five steps for performance improvement plan

Step 1-identify and document problem
Step 2-get input
Step 3-develop the plan
Step 4-create the schedule
Step 5-monitor assess and give feedback

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149

Progressive discipline

The purpose of disciplinary action is to change employees behavior or improve job performance

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150

Steps for progressive discipline:
Step 1: act promptly-
Step 2: get all the facts-
Step 3: decide what actions to take-
Step 4: hold a disciplinary interview-
Step 5: use the apparel procedure-

1. Investigate what happened
2. (check) whether the law was broken
3. take the time to get well informed information but do not delay
4. in private, based on facts collected, allow and encourage employees account of situation, end when employees has told his or her version and there's no other facts to add
5. employees can appeal to a third-party, employee should be protected from reprisal if appeal is filed

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