Leadership & Team Management Flashcards
7 cards from real CRM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Leadership & Team Management flashcards as text
A records manager discovers that two senior staff members have an ongoing conflict that is disrupting the team's productivity. What is the MOST effective first step?
Answer: Facilitate a private mediation session between the two employees
Facilitating mediation is the most effective first step because it addresses the root cause directly while preserving team relationships.
When developing a succession plan for a records management department, what information is MOST critical to document?
Answer: Key competencies, institutional knowledge, and critical role functions
Documenting key competencies, institutional knowledge, and critical role functions ensures continuity of operations when key personnel leave.
A records manager wants to improve team morale after a stressful project. Which leadership approach is MOST appropriate?
Answer: Acknowledge team contributions publicly and provide a brief recovery period
Publicly acknowledging contributions and allowing recovery time addresses both recognition and burnout prevention, which are key morale drivers.
A newly promoted records management supervisor struggles with delegating tasks because they fear losing control of quality. What coaching advice is MOST applicable?
Answer: Establish clear expectations, checkpoints, and trust staff to execute
Effective delegation requires setting clear expectations and checkpoints, which maintains quality control while developing staff capability.
When leading a cross-functional records management project, the project manager notices team members from different departments have conflicting priorities. What should the manager do FIRST?
Answer: Clarify project goals and align all stakeholders on shared objectives
Clarifying shared goals and aligning stakeholders is the foundational step in resolving competing priorities on cross-functional teams.
A records manager is evaluating whether to use a directive or participative leadership style for a new compliance initiative. Directive leadership is MOST appropriate when:
Answer: Timelines are critical and team members lack specific compliance expertise
Directive leadership is most effective in time-sensitive situations where the leader has expertise the team currently lacks.
A records management team is resisting a new electronic records system. Using Kotter's change model, what is the FIRST step the manager should take?
Answer: Establish a sense of urgency by highlighting current system failures
Kotter's change model begins with establishing urgency, which motivates stakeholders to embrace rather than resist change.