management exam 4

Collaboration

the act of sharing information and coordinating efforts to achieve a collective outcome

Trust

reciprocal faith in others intentions and behaviors

Authenticity

people tend to trust you if they believe you're being your genuine self

Logic

you stand a better chance of having people trust you if they have faith in your judgment and competence

Empathy

people will trust you if they believe you really care about them

Conflict

simply disagreement, a perfectly normal state of affairs

dysfunctional conflict

hinders organizations performance or threatens its interests

Functional conflict

benefits the main purposes of the organization and serves its interest

Personality conflicts

clashes because of personal dislikes or disagreements

Envy based conflicts

clashes because of what others have

Intergroup conflicts

clashes among work groups, teams and departments

Cross-cultural

clashes between cultures

cross-culture

When Emily, an American manager, became director of operations at the firm's apparel factory in China,the tension mounted quickly due to misunderstandings and the extensive time needed to translate conversations between herself and the employees. Emily is experiencing _______ conflict.

\
personality

Cross culture

inter group

envy based

programmed conflict

devil's advocacy dialectic method, designed to elicit different opinions without inciting people's personal feelings

Avoiding

ignoring or suppressing a conflict

Obliging/Accommodating

allows the desires of the other party to prevail

dominating/forcing

ordering an outcome

Compromising

both parties give up something to gain something

Integrating

confront the issue and cooperatively identify the problem, generating and weighing alternatives and selecting a solution

team member interdependence

reveals the extent to which team members rely on common task-related team inputs, such as resources, information, goals, and rewards, and the amount of interpersonal interactions needed to complete the work

team composition

reflects the collection of jobs, personalities, values, knowledge, experience, and skills of team members

Roles

sets of behaviors that people expect of occupants of a position

Task Role or Task Oriented

consists of behavior that concentrates on getting the team's tasks done

maintenance role (relationship-oriented role)

consists of behavior that fosters constructive relationships among team members

Norms

general guidelines or rules of behavior that most group or team members follow

to help the group survive, to clarify role expectations, to help individuals avoid embarrassing situations, to emphasize the group's important values and identity

What are the four reasons as to why norms are enforced?

team processes

Team members' interdependent acts that transform inputs to outcomes through activities directed toward organizing taskwork to achieve collective goals

Team Charter

outlines how a team will manage teamwork activities

Team reflexivity

A collective process by which members reflect on the team's objectives, strategies, methods, and processes and adapt accordingly

Team voice

reflects the extent to which team members feel free to engage in the expression of constructive opinions, concerns, or ideas about work-related issues

Dialectic method

process of having two people or groups play opposing roles in a debate in order to better understand a proposal

Leadership

the ability to motivate individuals and groups to accomplish important goals

Leadership coaching

The process of enhancing the skills and abilities that a leader needs in order to help the organization achieve its goals

managerial leadership

Involves both influencing followers to internalize and commit to a set of shared goals, and facilitating the group and individual work that is needed to accomplish those goals

Power

the ability to marshal human, informational, and other resources to get something done

Personalized Power

power directed at helping oneself as a way of enhancing their own selfish ends may give the word power a bad name

Socialized power

power directed at helping others

legitimate power

power that results from managers' formal positions within the organization

Reward power

power that results from managers' authority to reward their subordinates

Coercive power

managers' authority to punish their subordinates

Expert Power

power resulting from ones specialized information or expertise

Referent Power

power deriving from one's personal attraction

Informational power

Power deriving from one's access to information

Influence tactics

conscious efforts to affect and change a specific behavior in others

rational persuasion

trying to convince someone with reason, logic, or facts

Inspirational appeals

trying to build enthusiasm by appealing to others' emotions, ideals, or values

Consultation

getting others to participate in planning, decision making, and changes

Ingratiation

getting someone in a good mood prior to making a request

Personal Appeals

referring to friendship and loyalty when making a request

Exchange

making explicit or implied promises and trading favors

coalition tactics

getting others to support your effort to persuade someone

Pressure

demanding compliance or using intimidation or threats

legitimating tactics

basing a request on one's authority or right, organizational rules or policies, or express or implied support from superiors

cognitive abilities

skills to help identify problems and their causes in rapidly changing situations

interpersonal skills

skills to influence and persuade others

business skills

skills used to maximize the use of organizational assets

conceptual skills

skills used to draft an organization's mission, vision, strategies and implementation plans

Transactional Leadership

leadership type focusing on clarifying employees' roles and task requirements and providing rewards and punishments contingent on performance

Transformational Leadership

Leadership type that transforms employees to pursue organizational goals over self-interests

Charisma

interpersonal attraction that inspires acceptance and support

Inspirational motivation

let me share a vision that transcends us all

idealized influence

we are here to do the right thing

individualized consideration

you have the opportunity here to grow and excel

intellectual stimulation

let me describe the great challenges we can conquer together

Sender barrier

no message gets sent

Encoding barrier

the message is not expressed correctly

Medium Barrier

the communication channel is blocked

Decoding Barrier

the recipient doesn't understand the message

Receiver Barrier

no message gets received

Feedback barrier

The recipient doesn't respond enough

Sender

The person who is encoding, sending the message

Receiver

The person who is decoding, sending feedback back

Mindlessness

A state of reduced attention. It is expressed in behavior that is rigid or thoughtless

Cyberloafing

using the internet at work for personal use--is a primary concern for employers in their adoption of social media

Microaggressions

(or acts of unconscious bias), include a number of seemingly tiny but repeated actions

FOMO

Fear of missing out or being out of touch with something happening in your social network

Security

a system of safeguards for protecting information technology against disasters, system failures, and unauthorized access that result in damage or loss

privacy

the right of people not to reveal information about themselves

identity theft

thieves hijack your name and identity and use your good credit rating to get cash or buy things

Misinformation

Information that is false but not created with the intention of causing harm

social media policy

describes the who, how, when, and for what purposes of social media use, and the consequences for noncompliance

disinformation

Information that is false and deliberately misleading

crowd sourcing

using the internet and social media to enlist a group outside the organization for help solving a problem

linguistic style

A person's characteristic speaking patterns—pacing, pausing, directness, word choice, and use of questions, jokes, stories, apologies, and similar devices

physical barriers

sound, time, space

personal barriers

any individual attribute that hinders communication

cross cultural barriers

language differences and style differences

nonverbal communication

how unwritten and unspoken messages may mislead

gender differences

some observable differences in communication across the gender spectrum (result of socialization usually)

control

making something happen the way it was planned

controlling

monitoring performance, comparing it with goals, and taking corrective action as needed

control charts

visual statistical tool used for quality control purposes

Managment by exception

a control principle that states that managers should be informed of a situation only if data show a significant deviation from standards

feedforward control

focuses on preventing future problems

concurrent control

entails collecting performance information in real time

Balanced Scorecard

gives top managers a fast but comprehensive view of the organization via four indicators: (1) customer satisfaction, (2) internal processes, (3) innovation and improvement activities, and (4) financial measures

customer satisfaction

Measure of how products or services provided by a firm meet customer expectations

customer retention

the actions companies take to reduce customer defections

internal processes

How we appear to customers

dysfunctional (best performers leave)

functional (underperformers leave firm)

functional vs dysfunctional turnover?