Human Relations (Ch. 5, Ch. 6, Ch. 7)

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What are the steps for giving criticism and feedback?

1. Give more positive feedback than negative 2. Provide feedback immediately 3. Feedback should always be performance oriented 4. Has to be specific and it has to be accurate 5. Always start positively but end it on what changes need to be made

What are the initiating conflict resolution steps?

1. Plan to maintain ownership of the problem using the XYZ model 2. Implement your plan persistently 3. Man an agreement for change

We acknowledge the conflict but we give in

Accommodating Conflict Style

When an individual places their own needs above others

Aggressive Behavior

Respect your own needs and the other people's needs are also respected

Assertive Behavior

The process of expressing thoughts and feelings while asking for what one wants in a an appropriate way

Assertiveness

When you passively ignore the conflict; act as if it is not there

Avoiding Conflict Style

Assume that there are distinctive styles that effective leaders use consistently; that is, that good leadership is rooted in behavior

Behavioral Leadership Theories

Resolve conflict with a problem solving approach

Collaborating Conflict Style

Group of people who have stable contact that are generating/transmitting information

Communication Network

Consists of a sender who encodes a message and transmits it through a channel to a receiver who decodes it and may give feedback

Communication Process

Assertively resolve conflict through give and take

Compromising Conflict Style

Developed by Fiedler, is used to determine whether a person's leadership style is task or relationship-oriented and if the situation matches the leader's style

Contingency Leadership Theory

When people of different units or departments are coming together to share information

Cross-Functional Teams

The receiver's process of translating the message into a meaningful form

Decoding

Conflict that is considered to not be constructive

Dysfunctional Conflict

The sender's process of putting the message into a form that the receiver will understand

Encoding

When we are listening in the beginning but then we stop listening

Evaluation

The process of verifying messages

Feedback

When we resolve conflict using aggressive behavior

Forcing Conflict Style

What are the conflict management styles?

Forcing Conflict Style Avoiding Conflict Style Accommodating Conflict Style Compromising Conflict Style Collaborating Conflict Style

What are the 6 aspects of the organizational departmentalization?

Function Product Customer Divisional Territory/Geographic Matrix

Conflict that is considered to be developmental

Functional Conflict

The flow of information between colleagues and peers

Horizontal Communication

The process of influencing employees to work toward the achievement of objectives

Leadership

Assumes that there are distinctive physical and psychological characteristics accounting for leadership effectiveness

Leadership Trait Theory

When we aren't listening and we aren't paying attention

Marginal Listening

What are the levels of listening?

Marginal Listening Evaluation Projective

Physical form of the encoded information

Message

The compounded interpersonal communication process across an organization

Oganizational Communication

Grouping related activities together

Organizational Departmentalization

When an individual gives another person more respect to their needs rather than their own

Passive Behavior

Acting aggressive in a passive way

Passive-Aggressive Behavior

When we completely listen

Projective

What are the steps of the Communication Model?

Step 1: The sender encodes the message and selects the transmission channel Step 2: The sender transmits the message through a channel Step 3: The receiver decodes the message and decides whether the feedback is needed Step 4: A response or a new message may be transmitted (Feedback)

The flow of information both up and down the chain of command

Vertical Communication

Describes a problem in terms of behavior, consequences, and feelings

XYZ Model


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