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10 Cards in this Set
- Front
- Back
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What are the 6 components of leadership? |
1) Delegating 2) Motivating 3) Communicating 4) Managing Conflict 5) Managing Change 6) Coaching |
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What is the key factor to effective delegation and 2 reasons why delegation often breaks down: |
The key to delegation is communication. Delegation breaks down when: - balance between responsibility and authority is not maintained - when communication is not clear |
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What is active listening? |
- More than just hearing words. - people must be responsible for what they hear - listen twice as much as you speak |
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What is non-verbal communication? |
-How they said it : rate of speech, inflection, choice of words, tone. - reading between the lines is an acquired trait of effective managers |
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Methods managers can use to promote open communication: |
- demonstrate a desire to communicate - display a tendency to take action - maintain flexibility - employ active listening skills |
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Four strategies a manager can use to resolve employee conflict: |
1) communication skills 2) Mutual respect 3) interactive problem solving 4) Win-Win solutions |
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Four causes of employee resistance to change and suggested approaches to deal with each: |
1) Tradition: emphasize need to be flexible and adapt. Demo how change will benefit brokerage 2) Past failures: we can be successful by learning from past failures 3) Lack of time: brokerage is willing to put off doing things right away so they can do the right things tomorrow 4) Unpredictability of the future: “do nothing approach doesn’t consider continuing uncertainties that brokerage will have to compete with |
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Why leaders fail to coach their employees: |
1) don’t have time 2) don’t know how to coach 3) have too many employees under them 4) employees are not motivated to perform better |
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5 components of the coaching process: |
1) Assessing performance 2) Setting goals 3) Self-evaluation 4) Rewarding 5) Monitoring |
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4 examples of when coaching is best used: |
1) to respond to an employee who has asked for advice 2) to prepare an employee to undertake a new activity 3) to provide support/guidance to an employee who is experiencing difficulty 4) to help an employee apply theoretical knowledge or skills |
