Ch 6 Understanding and Implementing CRM Flashcards Preview

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Flashcards in Ch 6 Understanding and Implementing CRM Deck (29)
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1
Q

________ is associated with how well the receiver understands the message

A

Coherence

2
Q

In some cases, coherence is________ in that the sender means one thing and the receiver here’s another because the sender maybe using jargon or terminology that is either unfamiliar to the receiver or has one meaning to the sender and another to the receiver

A

Asymmetrical

3
Q

___________ is possible when the truth of a situation aligned with phrases, propositions, or beliefs presented by the sender

A

Coherence

4
Q

When the sender means one thing but the receiver hears another because of jargon or unfamiliar terminology

A

Asymmetrical coherence

5
Q

The best way to deal with terminology coherence issues is to practice _________what they think they heard or what they understand to be correct, not exactly what the person said.

A

repeating back

6
Q

_______ can also be a problem when different agencies use different signals, procedures, or shortcuts.

A

Coherence

7
Q

It is what happens when expectations don’t match up with reality or when individuals experience something that is completely foreign to them

A

Sense Making

8
Q

Inquiries, comments, statements, orders, and behaviors all require ________ to validate them or to allow the team to assume a collective understanding.

A

feedback

9
Q

The method for dealing with sense making comments during the inquiry phase of CRM is for the leader to______

A

ask for clarification

10
Q

Good practices during the inquiry phase include _________, allowing an environment where respectful commentary is accepted, and carefully intervening to ensure that the question is heard correctly

A

aggressive listening skills

11
Q

The two methods of providing approval for the actions or statements of others:

A

verbally state understanding and agreement,

voice no objection at all.

12
Q

P. A. C. E.

A
  • Probe for better understanding
  • Alert the leader of any concerns or abnormalities
  • Challenge the suitability of current action or strategy if the probe and alert do not work
  • Emergency intervention if there is critical danger and the team continues on a dangerous course
13
Q

A successful probe by a team member is a clear communication that identifies a person who is being asked a question, respects the individual, and is ________

A

direct enough to be understood

14
Q

Usually, the person alerting the team has an understanding of the team goals and objectives, has situational awareness, and has ____________

A

information that needs to be shared immediately

15
Q

________ is best done with the direct communication to the team leader, using the leader’s name and rank and clearly stating the following: What the observer sees or hears. Why this appears to be a threat. What the observer believes will occur. What the observers suggest to the team leader.

A

Challenge

16
Q

___________ is when a team member takes direct action to immediately save an individual or the team from harm.

A

Emergency Intervention (EI)

17
Q

Emergency Intervention (EI) happens in two situations:

A

a complete breakdown in communications within the team,

immediate critical threat where there is no time to engage in alerting or challenging

18
Q

Conflict resolution is a range of processes aimed at alleviating or eliminating sources of conflict; these generally include _________

A

negotiation, mediation, and diplomacy

19
Q

A cardinal rule in conflict resolution and a one of the most difficult to employ is for team members to _________

A

stay focused on the mission or the issue at hand.

20
Q

________is the area of higher reasoning

A

Corpus callosum

21
Q

A portion of the brain called the ________ controls the immediate response to external stimuli

A

amygdala

22
Q

Response time from the amygdala to higher reasoning is delayed approximately ________

A

30 seconds

23
Q

___________ is a common failure of teams, particularly when there is a weak leader or the leader is not immediately present when the decisions are being made

A

Diffusing of authority

24
Q

Observations leads to critique, and critique should be an open process because it brings out comments, statements, and questions that lead the team to discuss options, leading back to the __________

A

inquiry phase

25
Q

Active observation and _________ are critical components for success

A

open critique

26
Q

One of the duties of a good leader is to __________. Good leaders are decisive, yet they are also empathetic and careful listeners

A

take responsibility for team performance

27
Q

After a decision has been made, it is important for team members to carefully evaluate an incident outcome against the _________

A

initial mission goals

28
Q

Good team leaders actively encourage their team members to give _________ while they actively observe the results of decisions

A

feedback

29
Q

_________ is the process of making meaning from direct experience

A

Experiential Learning