Leadership & Team Management Flashcards

An account manager must give negative performance feedback to a strong but recently underperforming team member. Which feedback model is MOST recommended?

Answer: SBI (Situation-Behavior-Impact) model

The SBI model structures feedback around a specific Situation, the observed Behavior, and its Impact, making it objective and actionable.

Which scenario BEST illustrates the concept of servant leadership within account management?

Answer: The account manager removes obstacles so the team can serve clients effectively

Servant leaders prioritize enabling their team's success by removing barriers, providing resources, and supporting their growth.

A key account team is chronically underperforming due to unclear roles. According to RACI matrix principles, what does 'A' (Accountable) mean?

Answer: The person who is ultimately answerable for the correct completion of the task

The Accountable role in a RACI matrix is the single owner who bears ultimate responsibility for task completion and quality.

An account manager notices high turnover on their team. Research suggests the most common reason employees leave managers, not companies. Which action would MOST directly address this?

Answer: Conduct regular feedback sessions and invest in employee career development

Employees most often leave due to poor management relationships; regular feedback and visible investment in their careers strengthens retention.

What is the key difference between coaching and mentoring in a team leadership context?

Answer: Coaching focuses on specific skill or performance goals; mentoring focuses on long-term career guidance

Coaching is typically focused on improving specific behaviors or skills in the near term, while mentoring involves a longer-term, broader relationship around career growth.

During an account strategy meeting, only senior team members speak while junior members stay silent. To improve participation, an account manager should FIRST:

Answer: Restructure the meeting to invite input from all levels, such as using round-robin sharing

Structured participation techniques like round-robin ensure all voices are heard and reduce the dominance of high-status individuals in group settings.

An account manager sets individual KPIs for each team member. Which approach is MOST aligned with best practices in performance management?

Answer: Collaboratively set KPIs that align individual contributions to overall account goals

Collaboratively setting KPIs increases buy-in and ensures individual targets ladder up to broader account strategy objectives.