Leadership, Trust, Motivation, and Conflict Management Practice Flashcards

Comprehensive flashcards covering trust ingredients and justice theories (Ch 17), recognition and expectancy theory (Ch 12), feedback and self-efficacy (Ch 6 & 12), and conflict types and management strategies (Ch 20).

What are the three ingredients of trust identified in Chapter 17?

Ability, Benevolence, and Integrity.

How is "Ability" defined as an ingredient of trust?

Ability asks "can you actually do the job / be an expert guide?" It involves being able to manage goals and structure, understanding followers' abilities, and demonstrating leadership competence.

How is "Benevolence" defined as an ingredient of trust?

Benevolence asks "do you actually care about me?" It builds over time with the idea that people believe you actually care about their welfare, not just their results, letting them know you've got their back.

How is "Integrity" defined as an ingredient of trust?

Integrity asks "can I believe you as a leader?" People need to think you are honest and operate according to strong moral principles, without hiding behind decisions, and applying expectations fairly and free of bias.

What is Distributive Justice and how does it impact trust?

Distributive Justice asks "was the outcome distributed fairly?" If employees repeatedly believe outcomes to be unfair, they are going to question the integrity of the leader.

What is Procedural Justice and how does it impact trust?

Procedural Justice asks "was the process used to reach the outcome fair?" (bias-free, accurate, ethical). A person might not like a decision, but they may still trust the leader more if they believe the process was fair.

What is Interactional Justice and how does it impact trust?

Interactional Justice asks "was the outcome and procedures explained in a way that people understood and felt ok with it?" Even a defensible decision can damage trust if communicated poorly, if info was withheld, or if it was disrespectful.

What are the three parts of Expectancy Theory?

Expectancy (Effort to Performance), Instrumentality (Performance to Outcome), and Valence (Desirability of Outcomes).

What is Expectancy in Expectancy Theory and how does recognition play a role?

Expectancy is the belief that putting forth effort leads to performing to a desired level. Recognition plays a role by preparing the employee with resources, skills, and structure to support their effort.

What is Instrumentality in Expectancy Theory and how does recognition play a role?

Instrumentality is the belief that if an employee performs, the promised outcome will actually happen. Recognition matters because employees need to trust that strong performers will be rewarded/recognized.

What is Valence in Expectancy Theory and how does recognition play a role?

Valence means the outcomes are desired by employees ("Do I want it?"). Recognition will only motivate someone if they actually value the form of recognition being offered.

What three factors must be considered to ensure recognition is appreciated and effective?

Person (taking individual preferences and culture into account), Message (making it specific, genuine, and explainable), and Delivery (making it timely and choosing public vs. private appropriately).

What are the four characteristics of effective feedback according to Reinforcement Theory?

Timely, Accurate, Sincere, and Constructive.

How does each characteristic of effective feedback contribute to recognition?

Timely makes the connection clear close to the behavior; Accurate prevents loss of credibility; Sincere prevents recognition from sounding forced; Constructive gives actionable input rather than surface-level praise.

What are the four ways to build self-efficacy in others?

1. Enacted Mastery through Graduated Attainments (breaking down into baby steps).
2. Social Modelling from a similar other ("Someone like me can do it!").
3. Social Persuasion (someone credible communicating confidence in your ability).
4. Somatically (taking care of physical and mental best).

What are the four self-activities to engage in to increase your own self-efficacy?

1. Self Management (becoming organized/planning for success).
2. Self Reward (rewarding yourself after completing tasks).
3. Self Monitoring (tracking actions, success, sleep, etc.).
4. Self Talk (boosting yourself with words of confidence).

What are the two main categories of conflict and their specific sub-types?

1. Performance-related conflict: Task conflict and Process conflict.
2. Interpersonal conflict: Relationship conflict and Status conflict.

What is the difference between Task conflict and Process conflict?

Task conflict is about "what do we need to do, what are we going to do," whereas Process conflict is about "once we agree, how do we do it."

What is the difference between Relationship conflict and Status conflict?

Relationship conflict is personal (having a problem with each other), whereas Status conflict involves issues related to who has power or who had the power to do something.

How are bad conflict and good conflict distinguished?

Bad conflict lowers trust, dedication, cohesion, and productivity. Good conflict leads to better solutions, flexibility, encourages listening, and generates new ideas.

What are the 5 conflict management strategies?

Competing, Collaborating, Compromise, Avoiding, and Accommodating.

When is the Competing strategy appropriate, and what are its goal and relationship levels?

High in goal importance, low in relationship ("I win"). Appropriate when achieving the required result takes priority over everyone agreeing.

When is the Collaborating strategy appropriate, and what are its goal and relationship levels?

High in goal importance, high in relationship ("We win"). Appropriate for finding a solution where both/multiple parties' interests are taken into account rather than one side losing.

What is Compromise in conflict management?

Meeting in the middle ("both give & get"), where each side might accept part of what the other wants to move forward.

What is Avoiding in conflict management and when is it used?

Low in goal importance, low in relationship ("No one wins"). Simply choosing not to pursue the conflict if neither the goal nor the relationship is important enough to engage with.

What is Accommodating in conflict management and when is it used?

Low in goal importance, high in relationship ("You win"). Used when the relationship matters more than achieving the outcome.

What four things can you do to promote collaboration in the workplace?

1. Express Conflict w/ low oppositional intensity.
2. Exchange Information.
3. Package issues + make win-win tradeoffs.
4. Break the chain of escalation.