CLP1006 Final Exam

Develop rapport

Be comfortable with one another and get on the same wavelength, emotionally, intellectually or both.

Changes in organizational structure:

Businesses seeking more economical practices to improve profits. Changes among and within organizations. Combining, taking over and mergers.

Goals: Their role in the workplace

Clear goals give you direction and focus. Helps you know if you are staying on track, moving in right direction and how well you are doing. Helps you plan how to accomplish goals. Long term and short term - daily might be to do list.

Leadership Traits

Drive. Honesty and integrity. Self-confidence. Creativity. Expertise. Cognitive Ability. Leadership Motivation. Flexibility.

Roe's Theory of Occupational Choice

Early childhood experiences are related to career choices. Parent-child relationships. Emotional concentration. Overprotective. Overdemanding. Avoidance. Neglect. Rejection--Emotional or physical. Acceptance. Loving. Casual. Likely to choose a work situation that reflects the psychological climate of home grew up in.

Listening

Effective listeners make it a point to truly comprehend and appreciate the other's paradigm or frame. Effective listening skills increase the likelihood someone will develop trust in you. True Listening requires that you have at least one of the following four intentions in mind: To understand someone. To enjoy someone. To learn something. To give help or solace.

Pathos

Refers to your emphatic side.

Ethos

Refers to your personal credibility, your trustworthiness, the faith people have in your integrity.

Emotional hijacks

Responding impulsively and explosively with anger. Where they take place in the brain, what they do, and how to overcome them: The amygdala - it causes a bypass of the prefrontal cortex that is the seat of higher reasoning. It causes a fight or flight reaction. Realize that you have a choice in how you react. Practice active relaxation.

Agape love

Selfless love which is given without any expectation of return.

Negative behaviors of substance abuse

Shoddy quality of work, low productivity, inconsistent performance, bizarre behavior, absenteeism, problems relating to others. Health hazards - 40% of on the job injuries r/t alcohol or drugs.

Career plans

Should include your basic mission or goal, long range requirements, current skills, interests and experiences and short-term goals.

Barriers

Snap judgements, and heightened awareness of the similarities between people.

Triggers

Something that sets you off either in a positive or negative way - aroused to act out your emotions and attitudes in a way that can be destructive to yourself and others.

Giving up being right

Strong barrier of cooperation. You would rather switch your focus and can admit there are probably valid aspects of each viewpoint. Prefer being happy than right.

Aggression

Term involving directly standing up for your personal rights and expressing thoughts, feelings, needs and beliefs in ways that violate the rights of other people.

Passive-aggression

Term representing a form of behavior in which we literally get back at someone not by what we directly do or say, but by what we fail to do or say. Other symptoms of passive-aggressive behavior are procrastination, forgetfulness, inefficiency, complaining, and fault-finding.

Emotional intelligence

The ability to motivate yourself and persevere in the face of frustration, to delay gratification, to control your emotions and impulses. think before you act, to empathize with others and to think positively.

Strengths

The ability to provide consistent, near perfect performance in a given activity. It involves three steps to master: 1) ID dominant themes of a talent. 2) Discover specific talents. 3) Refine talents with knowledge and skill.

Diversity

The changing workforce means that individuals are and will be interacting with people who are different from them in terms of gender, race, ethnicity, physical ability, sexual orientation, and age - all of whom have different lifestyles, family needs, and work styles.

Goals

The object of a person's ambition or effort; an aim or desired result. Effective individuals attempt to gain a sense of how the goals of group members at work influence their behavior.

Outsourcing

The source of the production being "outside". Ex: made in China.

Body armoring

The tendency when threatened for a person to cross their arms over their body.

Multiple Intelligences

The theory of multiple intelligences differentiates intelligence into specific 'modalities', rather than seeing intelligence as dominated by a single general ability. Howard Gardner proposed this model. Two of the 8 are: Interpersonal - connect effectively in working with others. Intrapersonal - be aware of our inner selves.

"I" statements

What you have observed, witnessed, or felt, so that you are taking responsibility for your feelings, experience and observations.

Goals: Personality

While it is possible for you to gain a better understanding of your personality by taking personality tests, it is difficult to test all of the individuals with whom you work.

Insourcing

Workers in one country locally providing labor for companies owned outside their own country. Ex: American workers employed in USA for European country.

Empathic assertion

You convey sensitivity to other person over and above expressing your feeling or needs.

Shyness

40% of adults. 3 factors contribute - excessive self-consciousness, excessive negative self-evaluation and excessive negative self-preoccupation. You must progressively expose yourself to challenging social situations.

Type A

Type A's are hard driving, achievement oriented, compulsive individuals who are impatient, always rushing and pushing, and are easy to anger. More likely to have heart disease and stroke.

Type B

Type B's are laid back, easygoing, and less concerned with time. They are not easily angered. When they get angry, they express it, and then calm down.

McClelland's 3 Needs/ apply his theory to actual behavioral scenarios

1) Affiliation - to be in social settings, connected to other people. 2) Accomplishment - always striving to be #1 and exhibit elevated levels of performance. 3) Need for power - wanting to be in charge.

Marriage

93% of Americans say happy marriage is one of their most important goals in life. Marriage makes people happier, healthier and enjoy longer lives. They are more resilient and do better with traumatic events. Suicide is 50%.

Different generations encountered in the workplace and the characteristics associated with each

> Baby boomers - workaholics. Generation X - 1964- 1976 personal gratification, selfish and intolerant. > Generation Y - 1977- 2000 aka "Millennials" grown up with computers and internet - less cynical, more optimistic and self-confident. Tolerant and socially conscious. > Generation Z - 2000 - present aka "Generation M" for multitasking or Net Generation highly connected to technology, flexible and good at digital curation (like librarian for on line)

Emotional intelligence- Components

> Self-Awareness (the ability to know your own emotions. Adopting a witnessing stance to master self-understanding and insight into your own needs and feelings.). > Managing emotions (mastering stress, controlling anger and overcoming depression and anxiety to be more resilient.) > Self-Motivation (the ability to persevere, to delay gratification and to stay focused on life endeavors to reach long term goals.) > Perceptiveness (the ability to perceive and correctly identify the emotions of others and the ability to recognize the impact of your behavior on others.) > Handling Relationships (Skills in relating to others and managing their emotions. Listening skills, conversational skills and conflict resolution).

Maslow's Hierarchy of Needs (in order)/ apply his theory to actual behavioral scenarios

> Survival (Basic biological - air, water, food, sex). Safety and security. > Belonging (connecting to other people, social interaction). > Self-esteem. > Self-actualization - elevated level of fulfillment the reality of the potential we all have as humans for the good life.

Seligman's Signature Talents and Strengths

> Talents - Seligman defines a talent as "an innate, non-moral, and relatively fixed phenomenon that you either have or do not." > Strengths - In contrast, he defines a strength as "acquired, moral, and open to further development."

Burnout/who is susceptible

A collection of physical, emotional and mental reactions that reflect exhaustion. The result of constant and recurring emotional pressures in the workplace and or at home. Often found amongst perfectionist, idealist or workaholics.

Portfolios

A collection of representative samples of what you have done. Collect evidence of accomplishments.

Performance reviews and why are they important

A formal evaluation process that documents work performance. A method for giving written feedback on strengths and weaknesses and how well you are doing at your job. A record of your work that can work for you because it is documented.

Nonverbal behavior

A non-verbal behavior is an action that expresses meaning either intentionally or unintentionally without the use of conventional language.

Feedback

A way to learn about yourself. Impressions, quirks, strengths, hang ups, and habits others observe is useful and an opportunity to expand self-awareness

How to resolve conflicts in the workplace

Acknowledge and ID. Agree on a date and procedure. Describe your problem and needs. Seriously consider the other party's POV. Explore workable solutions. Evaluate and negotiate. Enact the solution and follow up.

Anger

Anger is an emotional state that varies in intensity from mild irritation to intense fury and rage. Risk factors: Anger turned inward can cause depression, hypertension, and high blood pressure. Managing your emotions: ability to master stress, control anger, overcome depression and anxiety.

Differentiating assertiveness from passivity

Assertiveness involves standing up for your personal rights and expressing ideas, needs, feelings and beliefs in direct, honest and appropriate ways without violating the rights of other people. Passivity involves violating your own rights by failing to express honest feelings, needs, thoughts and beliefs and consequently permitting others to potentially take advantage of you.

Extrinsic motivation

Comes from external world, helps set goals, heightens expectation and rewards you outside or work afterward. Bonus, promotion, positive performance reviews.

Intrinsic motivation

Comes from within, incites passion, makes you feel good and rewards you while you work.

Career decisions

Commit thoughts to paper. Intern or volunteer, interview, go to a campus career center.

Theory of Love: Combinations

Consummate love has all three of the triangle: Fatuous is passion and commitment, Companionate is intimacy and commitment, & Romantic is intimacy and passion.

How we make friends

Develop a good rapport and put the other person at ease. Share similar interests, backgrounds. values or ways of thinking or expressing yourself.

Transformational Leadership

Engaging with others in such a way that leaders and followers elevate each other to higher levels of motivation and morality by sharing the same purpose. 4 components: 1- Idealized influence (authentic leadership-choose to do the right thing), 2- inspirational motivation (vision with optimism, instills confidence and meaning), 3- intellectual stimulation (encourage to challenge assumptions), 4- individualized consideration (mentoring and being compassionate).

Nonverbal behavior

Eye movements and eye contact. Facial expressions. Posture. Body movements. Interpersonal Spacing/Positioning. Paralanguage (speech patterns). Non-verbal communication is especially valuable because it reveals a person's deeper feelings. Unintentional and unconscious, and therefore deeply revealing.

Mistakes

Feedback. An essential part of improving yourself. An opportunity to laugh at yourself. A learning experience.

Forgiveness

Forgiveness does not mean forgetting, but rather letting go of anger.

Gestures

Gestures are culture-specific. The most differential gestures seem to be hand expressions.

Propinquity

Having frequent contact with a person because you live close by or work nearby at the same workplace is a key factor in who we develop as friends.

Triggers: Their role in the workplace

ID your triggers so you can be more in control of your behavioral responses. Use cognitive restructuring to explore the logic of your triggers and determine alternative responses so you can improve your ability to be people smart. In the workplace, ID other people's triggers can help you communicate more effectively and create a more positive atmosphere that is more rewarding.

Several types of workers (core workers and contingent workers)

In an attempt to save on benefits, many organizations hire part-time workers or independent contractors. - Core workers: full time workers. Security of paycheck, job stability, benefits. - Contingent workers: part-time employee. Higher salary, no benefits, flexible extended time off.

Know Sternberg's Theory of Love

In the context of interpersonal relationships, there are three components of love: an intimacy component, a passion component, and a commitment component. The intimacy component encompasses feelings of closeness, affection, and contentedness. The passion component comprises the motivational drives relating to sex, physical closeness, and romance. The commitment component embodies both the initial cognition that one loves another person and the longer-term determination to maintain that love.

Changes in organizational structure: Downsizing and when is it used

Increases an organization's effectiveness, efficiency, productivity, and competitiveness. Doing more with less as positions are cut from the payroll to reduce costs

Leadership

Influencing people to think or act in a certain way. Implies there is a goal or desired outcome. Communication is used to guide members of a group. Focuses on attitude, reaction, motivation and behaviors. Works best when group is highly knowledgeable about their work and highly motivated toward the goals of the organization.

Global interdependence

Interacting with people around the world. Communication and travel make it easy for us to be a global community. Inter-connection in trading work.

•Interdependence

Interdependence is the relationship that ensues when two or more independent individuals come together to achieve a common goal.

Negative behaviors of sexual harassment

Intimidating, hostile and offensive work environment

Interviews

Introduction. Wait to be invited to be seated. Listen, respond and ask questions in the exchange. Mentally note follow up requests i.e. supplying references or transcripts. Sense when ending. Clarify next step in process. Summarize your pleasure at interview process, what you will do for next step and state succinctly your enthusiasm and qualifications. Thank as you prepare to go. Follow up with handwritten or typed thank you letter.

Empathic/active listening

Involves putting yourself in the shoes of another and listening "with your third ear" so that you get not just the words, but the meaning behind the words as to what the speaker is thinking and feeling. Active Listening is also known as "reflective listening" or "giving back." Paraphrasing is technique of letting the speaker know you are listening by repeating what the speaker said in your own words. Clarifying is the technique of letting the speaker know you are listening by asking the speaker to clarify the points on which you are not clear. Feedback is the technique of letting the speaker know you are listening by summarizing what the speaker has said when the speaker finishes speaking. Reflecting Feelings (Empathic Listening) is the technique of letting the speaker know you are listening by commenting or reflecting on the speaker's feelings. Example: "It appears you feel...

Logos

Is the logical, reasoning aspect of your character and your communication.

First impressions

It only happens once! and may lead to a friendship, romance or business deal, so always be ready.

Barriers/blocks to listening

Judging. Mind Reading. Stereotyping. Interrupting. Comparing. Advising. Rehearsing. Stage Hogging. Filtering. Dueling. Derailing. Daydreaming. Placating. Hidden Agendas. Overreacting.

Good conversationalist

Keep your message interesting. Show your sense of humor. Show an interest in the other person. Don't monopolize. Stay focused on topic. Offer sincere compliments where appropriate. Refrain from annoying mannerisms. Engage in confident, open, non-verbal behaviors. Talk rapidly, but not too quickly. Avoid controversy.

Introspection

Looking inward at ourselves and noticing patterns of behavior. This takes quiet, reflection and time.

Altruism

Love that leads to self-sacrificing caring for others.

Factors that provide enjoyment about work

Make it a game. Have a powerful goal. Focus. Surrender to the process. Experience ecstasy. Create peak productivity.

Small talk

Often serves as an ice breaker or lead in to a more meaningful encounter. Don't dismiss as superficial or unimportant.

Role of strengths in the workplace

PERMA. Positive emotions, Engagement, Relationships, Meaning, Accomplishment. Higher customer satisfaction and employee retention. It is a powerful way to increase positive feelings, thoughts and behaviors in the workplace. It creates positive institutions.

The three components of reflective listening

Paraphrasing, clarifying, feedback

Building blocks of effective listening

Paraphrasing. Clarifying. Giving feedback. Being empathic. Listening with openness. Listening with awareness.

Multiple Intelligences: How may be applied to behavior in the workplace

People with multiple intelligence are able to understand people, express themselves clearly, assert their needs, exchange feedback, influence others, resolve conflict, be a team player and shift gears. Collaborating with your teammates creates a better workplace.

Leadership styles: Democratic

Power is concentrated in the group and its leader. The leader encourages employee involvement in decision-making.

Leadership styles: Laissez faire

Power is concentrated in the group operating independently from the leader. The power for decision-making is left to the group (empowerment).

Leadership styles: Autocratic

Power is concentrated in the leader. Information flows from leader to the group in one direction.

How to increase Empathy

Practice reflective or active listening (this is discussed more fully in the next module). Practice random acts of kindness. Pay attention to people's similarities. Engage in community service. Open your heart. Try to feel what other people might be feeling. See the world through their eyes.

Pseudolistening

Pretending to listen. Your intention is not to listen but to meet some other need. You are not meeting the speaker's needs, but rather your own.

Theory of Love: Components

Triangle theory - Intimacy, passion and commitment.

Perception check

a strategy that can be used when the situation does not require an assertive response. It involves "checking" your perceptions: Example: "I'm not sure I got that right: can you clarify that [insert your perception] is what you meant?

Listening with awareness

becoming aware of nonverbal messages. Pay attention to the congruence of the message. Is there a match between the speaker's body language and the words?

Empathy

is our capacity to feel compassion for others. Empathy is best taught through modeling (observing others).

Attachment

is the positive emotional bond that develops between a child and a caregiver. There are three types of caregivers: warm/responsive, cold/rejecting, and ambivalent/inconsistent. These will create 4 types of attachments: Secure, Avoidant, Anxious, Disorganized.

Double-messages

mixed signals.

Mirror neurons

neurological basis for empathetic response. Ability to fire in exact pattern if they'd have to execute behavior that is being observed.

Genderlects

that men and women speak the same language, but it is like they know different dialects.

Win-win outcomes

the goal is to find a solution that satisfies the needs of everyone involved. A Win-Win solution is one that satisfies the needs of everyone involved. Win-win requires that the parties: avoid trying to win at the other's expense and believe that it is possible they can find a solution that is more than just a compromise, that truly allows everyone to reach their goals.

Synergy

working together can achieve much more than the mere sum of individual accomplishments.

Emotional bank account

you must earn, and keep, people's trust. Covey (1991) believes relationships are like bank accounts. You generate a lot of positive feelings when you are first starting out a relationship. As time passes, the "withdrawals" outweigh the "deposits", and the relationship is in trouble.