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1

Executive level

Solves problems at policy and strategic level

2

3 communication behaviors

Assertive - Open and respectful of others rights

Aggressive - Open/closed, gives little consideration to others

Passive - inhibited, self denying

3

Lewins change model

Unfreezing - manager collects data

Movement - Manager identify plan (Timeline)

Refreezing - Change becomes the new status quo

4

Activates associated with conscious communication

Thinking - Senses internally, how one remembers

Behaving - Seen, felt, heard

Feeling - emotional, physiological. State of mind

5

4 types of general stress

Survival
Internal
Enviormental and job
Fatigue and burnout

6

Strategies to manage

Level 1 - Presentations - Q & A Sessions

Level 2 - Listening to dialogue, persuasive

Level 3 - Building of relationships prior to new ideas being presented

7

Jung Influence

Sensing types - Step by step, patient with details

Intuitive - Little patience, generate enthusiasm

8

4 types of problem solving

Appreciation techniques - Simple problem solving

Drill down technique - Break down complex problems. Simplified tree approach

5 Whys - 5 times, root cause problems quickly

Cause and effect diagrams - Who, what, where when. Fishbone diagrams

9

5 stages of team development

Forming - Roles and tasks defined

Storming -Tasks and function organized

Norming - Members exchange ideas. Cohesiveness begins to occur vs groupthink

Performing- interdependence occurring - problem solving

Adjourning - Dissolving team

10

4 Different communication

Facilitative - least expensive, not effective with rapid change

Educational - Public relations, announce proposed changes. Group to most likely accept things

Persuasive - Advertising. Dispelling fear of change

Coercive - Stringent and direct. Met with resistance. Requirements enforcement

11

Conflict Management

Long term- Focus on mediation or grievance not resolution

12

4 types of trail and error

- Solution
- Problem Specific
- Non-Optimal
- Needs little Knowledge

13

Swot Analysis

Strengths
Weakness
Opportunities
Threats

14

2 Types or organizational communication channels

Formal - Upward, downward, horizontal, external

Informal - Grapevine/Liaison, management walking around

15

Successful planning process

Budgeting
Priorities
Conflict
Resolution
Determining policy

16

Constraint Factor

Natural - Bound by nature

External - Enforced by outside influences

Perceived - Assumed impossible, undesirable

17

Types of meetings

Routine - scheduled, boring

Info sharing - Can be training

18

Various types of planning

Strategic - To shape what organization is

Long Range - Development of plan to accomplish goal over the span of years

Tactical - Implemented quickly. Details to achieve strategic elements

Operational - engineering/Focus. day to day to support strategic plans

Singe-use/Shortage - one task, one function/goal. Developed by lower levels of management

19

Reverse Brainstorming

-Helpful for difficult problems

-Look at cause vs solution

20

Roles of Various Members

The star - "Go to" person

The liaison - Group cohesiveness , link among sub groups

The Bridge - Knows individual members. Manage conflicts with in group.

The gatekeeper - offers current trends to outside world

Isolate - removes himself from network

21

Three classifications of goal commitment

1 - Official - Top management

2 - Operative - Mid management

3 - Operational - Identify performance expectations.

22

3 Levels of resistance

Level 1 - Based on facts and figures. Fear of rational environment being threatened

Level 2 - Resistance is physiological and emotional body physically reacts with out being recognized

Level 3 - Resistance is personal - Interpersonal

23

Two tools to resolve ethical dilemmas

1 - Step method - Logical, sequential, approach
2 - Check list method - Evaluate questions on 1 - 5 scale.

24

ERG Theory

Existence - Basic physiological needs and safety levels of Maslow

Relatedness - Interpersonal relationships - Esteem level of Maslow

Growth - Personal growth

Needs met simultaneously vs met one at a time

25

Key management functions

Planning
Organizing
Leading
Controlling

26

3 negative listening beliefs

Hopelessness - Way it has always been

Worthlessness - Don't feel worthy

Helplessness - Alone without support

27

Heuristic model

"if then" flow chart approach

28

Negotiation Strategic

Win/win
Win/lose
Third party

29

Herzberg theory builds on Maslows

External hygiene - Pay and job security

Internal - Achievement

Doesn't think its need to build from level to level but grouped into two categories

30

8 Plans of planning cycle

1- Analyzing your current position
2- Define your goal
3- exploring/evaluating options
4- Selecting best alternative
5- Establishing a plan to achieve a goal
6- Review plan - "go" or "no go" decision
7- Implementing plan
8- Solidifying plan