Chapter 10
What is best paired with creative ideas to be successful?
Action
What is an example of a win-lose approach to conflict resolution?
Politics
Distress: divorce, death, homework, MGT 145
What are the two principles of customer service?
Finding out what the customer needs and doing whatever is necessary to satisfy those needs
What does it mean to have an optimal experience?
It is the pleasure of the process of the activity verse the goal itself
What level of intelligence is a creative person?
Average and above average intelligence
What occurs in negotiation-of-selves conflict?
The irrational belief system is a way of thinking that causes internal stress by substituting a realistic belief with one that is destructive, illogical, and largely false. Once the irrational belief progresses to an imagined disaster, catastrophizing occurs.
What is an internal customer? How do they affect the overall success of a business?
An internal customer is the complex interaction among managers, employees, and external customers around the business or organization. They affect an organization because they do not walk away.
physical & mental heath, social life and job performance
Is intuition the most or least important characteristic of creativity?
What is the difference between Intergroup and Intragroup conflict?
Intergroup is groups that have conflict
Intragroup is when the group itself has conflict and divides
What are the 3 types of inner conflict of external stressors? Give an example of each.
Approach-Approach conflict = two good options
Approach-avoid conflict = one good option and one bad option
Avoid-avoid conflict = two bad/undesirable options
Why are nice customers dangerous to a business?
Describe the nominal group method.
It allows everyone to contribute ideas individually but anonymously. A leader takes the ideas, and a vote occurs. The vote results are discussed. A final vote is done to select the proposal to be used.
What occurs in the first and second sessions of brainstorming?
First: Participants in hitchhiking on ideas from others
Second: Participants return to a rational mode
The reason for a greater amount of conflict is that the United states has moved from industrial economy to a service-dominated economy.
What are the 3 stages of general adaption syndrome (GAS)?
First is alarm, second is adaption, third is exhaustion
Use a polite tone, do not spend much time on apologies, deal with why the problem exists and talk about what can be done to solve the problem.
What are the causes of stress? Give an example of each.
Daily Hassles: homework, commute
Chronic: poverty, women in stem fields, long-term health problems
The problem or question to be solved is considered
What are the 5 styles of conflict management according to Thomas & Kilman?
Competitor, avoider, compromiser, accommodator, collaborator
Competitor wins at all costs
Avoider = not my problem, not my issue
compromiser = achieve but keep relationships
accommodator = avoid conflict with positivity
collaborator = win-win solution (best option)
Type A - impatient, perfectionist, time urgency
Type B - Flexible, delegate work, minimal sense of time
Hardy - resilient, embrace challenge, commitment, and control
stay focused on long-term needs rather than short term need of expressing anger or frustration and avoiding the self-esteem trap
1. Personalize the customer's experience
2. Utilize technology
3. Provide seamless access
4. Talk to customers
5. Use social media