Test #2 Flashcards
1
Q
What are the forms of communication?
A
- Face to face discussion
- Telephone conversations
- Electronic messaging
- Print media
2
Q
Where do employees get their communication from?
A
75% of employees get their communication through the grapevine
3
Q
What is channel richness (from high information richness to low information richness)?
A
- Face-to-face communication
- Spoken communication transmitted electronically
- Personally addressed written communication
- Impersonal written communication
4
Q
Define channel richness.
A
The amount of information that can be transmitted during a communication episode
5
Q
What are the characteristics that influence the richness of an information channel?
A
- Ability to handle multiple cues simultaneously
- Ability to facilitate rapid, two-way feedback
- Ability to establish a personal focus for the communication
6
Q
Describe face to face discussion.
A
- Richest medium
- Facilitates assimilation of broad cues and emotional understanding of the situation
- Permits: direct experience and multiple information cues as well as immediate feedback and personal focus
7
Q
Describe telephone conversations.
A
Gives considerable emotional information
8
Q
Describe electronic messaging.
A
- Allows for rapid feedback and can be personalized
- Provides a way to get information to a wide audience
9
Q
Describe print media.
A
- Can be personalized
- Convey written cues and provides slow feedback
10
Q
What are the approaches to leadership?
A
- Autocratic
- Participative
- Delegative
- Situational
- Charasmatic
- Servant
11
Q
What is an Autocratic leader?
A
- Authoritarian
- Needs to make the rules and decisions
- Little room for discussion or compromise
- GOOD when there’s an emergency or a difficult/unpopular decision to be made
12
Q
What is a Participative leader?
A
- Democratic
- Offer guidance, training, feedback and then let them go
- Group members participate but the leader can retain the final say
13
Q
What is the Delegative leader?
A
- Just let them “go” - free reign
- Good when the group is highly skilled and well trained
- Be careful - if a group member is not a motivated person or if a group member does not have the skills/abilities this “free reign” approach leads to poor performance and a weak, unhappy team
14
Q
What is a Situational leader?
A
- Takes each situation as it comes
- Three factors: the situation, the ability of the employees and the abilities of the leader
- GREAT in our industry because every day, every hour can be different
15
Q
What are the traits/characteristics of Effective Leadership?
A
- Drive
- Desire to influence others
- Honesty/Moral Character
- Self Confidence
- Intelligent
- Relevant Knowledge
16
Q
What does it mean to have drive?
A
Wants to create an environment for change
17
Q
What does it mean to have desire to influence others?
A
Wants to help people and show them the way
18
Q
What does it mean to have honesty/moral character?
A
Followers believe in the leader
19
Q
What does it mean to have self confidence?
A
Enjoy being out there on the edge
20
Q
What does it mean to be intelligent?
A
Emotionally and factually smart
21
Q
What does it mean to have relevant knowledge?
A
Knows what he/she’s talking about
22
Q
What is a Servant Leader?
A
- Someonewho makes actions in the best interest of their people
- Contributes alike the rest of the team
- Wants to see the team succeed as a whole
23
Q
What is a Charasmatic Leader?
A
- The way a person communicates has a lot to do with his/her impact
- Compelling vision or sense of purpose
- Communicate it clearly so followers understand
- Consistency and focus
- Understands his/her own strengths & weaknesses
24
Q
How long does it take for us to give in to peer pressure?
A
6 seconds
25
What was the Asch Study?
It was a study that asked participants to choose the correct length of line. The participant knowingly chose the wrong answer because all of the participants were choosing that same answer.
26
What is the Beep Experiment?
Participants were seated in a waiting room and each time a beep sounded the individuals that were in on the experiment would stand. Over time we saw that new participants would conform to the unusla act without knowing why.
27
What can we learn from the Beep Experiment?
- We are sheep, easily and classically conditioned
- It is important as the manager to find out who the leader is so that you can embrace them and they can bring other employees to your side
- It only takes one person to start a movement
28
What is an "Arbitrator"?
- Works for the Provincial Labour Board
- Lawyer, union executive, senior practitioner, etc.
- Acts as a "judge" over labour disputes that could not be settled within the company
- Even though "Arbitration" only applies to unionized workers always ask yourself "what would an arbitrator think?"
29
What is the purpose of Corrective Action?
To correct behaviours not punish
30
What is the Hot Stove Rule?
- Each corrective action should be slightly worse than the last (get progressively stronger)
- Shows progession
- Changes based on what the case is
31
What does it mean to be "Suspended Pending Investigation"?
If an incident happens and you aren't able to deal with it right away send the employee home and deal with the issue when you have more time
32
Why is Documentation so important when it comes to Corrective Action?
It can be referenced in the case of arbitration or a law suit
33
What is the rule of thumb about Documentation?
Use the person's own words, it shows that you gave the individual an opportunity to explain themselves and the won't be able to file a complaint against you because of a reason that they have not previously stated. If an employee doesn't agree with what you document them saying they will tell you right away, therefore they won't be able to come after you with a different cause.
34
What does "Stop the Train" mean?
- Fix the problem at the beginning before it persists
| - Reset the standards, engage the employees and then move forward
35
What is Termination with a cause?
- Reason for dismissal
- Broke a non-negotiable
- Done corrective action to the point of firing
- No pay unless you owe them
- They receive an ROE (Record of Employment)
36
What is Termination without cause?
- Temporary layoff
- Permanent layoff
- Cutting a deal
37
What is Temporary Layoff?
- Less than 13 weeks
- Seasonal, business slow down, construction, etc.
- Issue an ROE so the employee can get benefits until you bring them back
- If you can't bring them back you will have to permanently layoff him/her
38
What is Permanent Layoff?
- Termination that is not the fault of the employee
- Business can be slow, office relocating, etc.
- Must give the employee notice of pay in lieu of notice
- Depending on the size of the company you may also have to pay them "severance"
39
What is Severance?
Monetary compensation for losses
40
What does it mean to Cut a Deal?
- Standards are not clearly communicated
- Standards are not uniformly enforced
- No training/orientation or proof
- Equipment not provided, no feedback, etc.
- Inconsistent performance of members of the leadership team
- Use it or lost it - Some type of “deal” where the company will provide the employee with a payout/reference letter/announce “resignation”, etc.
41
What is Constructive Dismissal?
- It is illegal
- When you get taken off the schedule or your position changes without being informed
- When managers mess with employees to try and get them to quit because they don't want to pay them out
42
What is Union Structure made up of?
- Business agents
| - Shop Stewards
43
What is a Business Agent?
Works for the union and negotiates agreements. Also works with senior managers when changes need to be made to the collective agreement.
44
What is a Shop Steward?
Works for the company, represents their employees and is the contact for the Business Agent.
45
How do Unions get into a business?
- Employees have to sign union cards saying that they want to hold a vote to bring in the union
- A vote is held where 40% of employees must vote and 51% of those votes must be in favour of the union
46
What is Decertification?
- Failure to represent
- How you get rid of a union
- Employers must not provide this information to their employees but can direct them to the labour board
47
What is the Grievance procedure?
- A written claim of a contract violation, filed by an individual bargaining unit member, the union, or the company
- When a manager does something with which the employee disagrees and the two of them can’t solve it the employee may choose to file a “grievance”
- Every collective agreement outlines - step by step - how to handle grievance - deadlines/who is involved at each step, etc.
48
What is Step 1 of the Grievance Procedure?
- Between employee and supervisor
- Hard to distinguish from a complaint
- Verbal
49
What is Step 2 of the Grievance Procedure?
- Written complaint
- Between supervisor and shop steward
- Face-to-face meeting
50
What is Step 3 of the Grievance Procedure?
- Written document
- Between manager and union business agent
- Face-to-face meeting to resolve
51
What is the Arbitration Step of the Grievance Procedure (Step 4)?
- Judicial process
- Formal and legalistic
- Decisions are binding
- Frequently handled by lawyers
52
What is a Strike?
- The temporary refusal bargaining unit members to continue working for the employer (DONE BY EMPLOYEES)
- You have to wait until the contract expires
53
What is a Strike Vote?
- Legally required in some jurisdictions, it is a vote seeking authorization from bargaining unit members to strike if necessary
- A favourable vote does not mean that a strike is inevitable
54
What is a Lockout?
Temporary refusal of a company to continue providing work for bargaining unit employees involved in a labour dispute, which may results in closure of the establishment for a time (DONE BY THE BUSINESS)
