Exam (elaborations)
CIP C112 - CH10 - Managerial Soft Skills
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CIP C112 - CH10 - Managerial Soft Skills
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CIP C112 - CH10 - Managerial Soft SkillsWhy must a manager consider the principles underlying a process instead of
focusing too heavily on the way something is done? - CORRECT ANSWER-- if
focus is on the way something is done instead of on the principles that underlie
the techniques, the results can be counterproductive
How do our expectations influence the behavior of others? - CORRECT
ANSWER-- what we expect from people often materializes
- expectation or faulty perceptions of a person is often revealed by the very
faintest of cues
- others tend to pick up on these cues and adjust their behavior in response
How do our expectations influence the perception of others? - CORRECT
ANSWER-- positive expectations can lead to positive perception
What is the difference between an informal team and formal team? - CORRECT
ANSWER-- formal team is a stable department or section created within a
recognized structure to pursue ongoing goals. E.g. claims department
- informal teams are created to deal with a particular situation and are disbanded
after performing their function. E.g. catastrophe team
What skills are required of individuals in a team? - CORRECT ANSWER--
generate useful ideas
- analyze problems effectively
- get things done
- communicate well both orally and in writing
- exercise leadership
- evaluate logicallyt
- apply technical abilities
- control their workflow
What techniques does a manager use to support a team environment? -
CORRECT ANSWER-- listening
- paying attention
- looking interested
, - responding positively
- refraining from interrupting
Why is it important for a team leader to lead by example? - CORRECT
ANSWER-- people tend to do as you do, not as you say
- more effective management method than driving and telling
How can walking around the deparment help a manager? - CORRECT
ANSWER-- to speculate on workloads, observing number of claims on desk
- stacks of unprocessed mail may indicate variety of probelems
- staff adjusters designated to handle claims in person, may be in the office
instead of out with insureds
- encourage informal chats or provide an opportunity to express appriecaition
How can a manager encourage members of the team to accept the team
concept? - CORRECT ANSWER-- having a consistent approach to solving
problems
- taking into account people's characters as well as their technical skills
- encouraging supportive behaviour in the team
- creating an open, healthy climate
- making time for the team to appraise its progress
- providing training opportunities
Why do managers fail to delegate? - CORRECT ANSWER-- concerns that the
job will be done poorly
- blame will fall on them
- belief that they can carry out the project more quickly on their own
Prior to delegating a task, what information does the manager try to uncover? -
CORRECT ANSWER-- define what is to be achieved
- draw on previous experience within the group
- identify the particular skills needed to complete the task
- note skills that are lacking
- check avaliable resources
- provide supplemental resources or training if necessary
- pool options to complete the project
- evaluate risks and benefits of options
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