Deck 11: Coaching for Higher Performance

Question 1

Mentoring is more personal, practical, and job specific than training.

Answer 1

True

Question 2

Affirming is communicating to an employee his or her value, strengths, and contributions or other positive factors.

Answer 2

True

Question 3

The supervisor must create a supportive atmosphere that encourages contact.

Answer 3

True

Question 4

Supervisors may neglect their coaching role because they lack confidence.

Question 5

Coaching is a passive process.

Question 6

Asking questions to obtain additional information or explore a topic in greater length is probing.

Question 7

Organizations today have less diverse workforces than in the past.

Question 8

Determining with an employee his or her training needs, is NOT an example of coaching.

Question 9

Attending is showing through a range of non-evaluative verbal responses that you have listened to what the employee has stated.

Question 10

The focus of coaching conversations is employee discipline.

Question 11

Monitoring is the coaching activity that develops careers in others such things as political savvy and the ways to advance one's career.

Question 12

If a topic has present or future impact on an employee's performance, then it is a suitable topic for a coaching session.

Question 13

Coaching is the process that supervisors use to help individuals continually reach their highest level of performance.

Question 14

When counseling, it is important for the supervisor to help the team member gain confidence in his or her ability to handle problems.

Question 15

Coaching is often neglected by supervisors because it is a time consuming task.

Question 16

Tutoring is helping team members to learn, grow, and develop.

Question 17

Through confronting/challenging, successful coaches help less-than-successful performers become successful and challenge successful ones to reach even higher levels.

Question 18

The coaching functions are never combined in a single coaching session.

Question 19

Most coaching actions are initiated by the supervisor rather than the team member.

Question 20

Conducting a disciplinary interview is not an example of coaching.

Question 21

In the 1940s, organization-wide counselors were employed by large organizations to:

A) Listen to employees' job-related, personal, and emotional problems.
B) Identify employee physical and mental problems.
C) Advise employees on non-job-related, personal, and emotional problems.
D) All of the above.

Question 22

The extent to which a supervisor should counsel an employee with a personal problem depends largely on the extent to which the problem affects job performance.

Question 23

In the Iceberg Model of Counseling, there are known and unknown levels of employee factors.

Question 24

Problems in job performance usually don't require counseling.

Question 25

Counseling is involved in virtually all aspects of the supervisor-employee relationship.

Question 26

Pausing in the coaching conversation to summarize key points is reviewing.

Question 27

The focus of an "I" message is on behavior, effect, and feelings.

Question 28

When a supervisor sends an "I" message he/she is demanding change rather than appealing for change.

Question 29

Coaches should act as resources for team members.

Question 30

The supervisor never counsels employees about physical or emotional illness.

Question 31

The essence of supervisory coaching is helping individuals become more effective:

A) Managers.
B) Employers.
C) Coaches.
D) Performers.

Question 32

One of the things that supervisors often do poorly, is addressing the performance problems of their subordinates.

Question 33

Pinpointed statements are more specific than general statements.

Question 34

A coach often has no advance notice as to when counseling is needed.

Question 35

____ is helping individuals to reach their highest levels of performance.

A) Coaching.
B) Confronting.
C) Controlling.
D) Probing.

Question 36

When coaching team members about performance, it is best to use broad, general statements.

Question 37

A survey of large companies revealed that over 75% had EAPs in place.

Question 38

Counseling is only used when an employee is initially hired into an organization.

Question 39

When addressing an employee's poor performance, a supervisor should never seek to get the employee to assist in determining a solution.

Question 40

The supervisor should discourage employees from participating in an EAP.

Question 41

Showing through non-evaluative verbal responses that you have listened to what the employee has stated is:

A) Acknowledging.
B) Attending.
C) Affirming.
D) Confirming.

Question 42

Which of the following is NOT an example of a mentoring activity?

A) Helping someone to learn who the key players are.
B) Helping someone to understand the culture of an organization.
C) Helping someone to continually challenge the authority of upper management.
D) Helping someone to understand how to approach and gain influence with powerful organizational members.

Question 43

Many coaches may neglect their coaching role because:

A) They lack confidence.
B) They think it is too aggressive.
C) They lack knowledge.
D) They don't care.

Question 44

When becoming a supervisor, it is natural to become:

A) Tellers.
B) Seekers.
C) Finders.
D) Followers.

Question 45

Which of the following is NOT one of the reasons why managers might neglect their coaching role?

A) They are embarrassed to counsel employees.
B) The quality of the relationship between the supervisor and the employee might be jeopardized.
C) Some supervisors view coaching as a passive process.
D) It is a timely activity.

Question 46

Which of the following is NOT one of the core coaching skills?

A) Probing.
B) Attending.
C) Outsourcing.
D) Resourcing.

Question 47

____ is communicating to an employee his or her value, strengths, and contributions or other positive factors.

A) Acknowledging.
B) Attending.
C) Affirming.
D) Confirming.

Question 48

Coaching gained momentum in the:

A) 1970s.
B) 1980s.
C) 1990s.
D) None of the above.

Question 49

Effective ____ is a critical coaching skill.

A) Performing.
B) Listening.
C) Managing.
D) Working.

Question 50

____ is more personal, practical, and job-specific than training.

A) Confronting/challenging.
B) Developing.
C) Mentoring.
D) Promoting.

Question 51

The coaching function whereby the supervisor helps individuals recognize, talk about, gain insight, and solve problems is:

A) Confronting/challenging.
B) Tutoring.
C) Mentoring.
D) Counseling.

Question 52

____ involves a large range of coaching situations that help a team gain knowledge, skill and competency.

A) Mentoring.
B) Counseling.
C) Confronting/challenging.
D) Tutoring.

Question 53

Coaching requires:

A) Open two-way communication.
B) Considerable time.
C) Listening skills.
D) All of the above.

Question 54

The coaching activity that develops political savvy, understanding of organizations culture, and ways of career advancement is:

A) Mentoring.
B) Counseling.
C) Confronting/challenging.
D) Tutoring.

Question 55

The supervisor's ability to understand an employee's needs and sensitivities has become more difficult in today's organizations because:

A) The workforce has become much less diverse.
B) Supervisors are now forbidden to confront employees.
C) The workforce has become more diverse.
D) EAPs now handle all counseling.

Question 56

The most directly performance related coaching function is:

A) Mentoring.
B) Confronting/challenging.
C) Tutoring.
D) Counseling.

Question 57

The first-line of counseling is:

A) Upper management.
B) EAPs.
C) The individual supervisor.
D) The mentor.

Question 58

____ is showing through nonverbal behavior that you are listening in an open, nonjudgmental manner.

A) Acknowledging.
B) Attending.
C) Affirming.
D) Confirming.

Question 59

Being sure that a employee understands what has been said or agreed upon is:

A) Reflecting.
B) Confronting.
C) Probing.
D) Confirming.

Question 60

All four coaching functions are ____ combined in a single coaching session.

A) Never.
B) Always.
C) Often.
D) Rarely.

Question 61

Asking questions to obtain additional information or explore a topic in greater length is:

A) Reflecting.
B) Attending.
C) Probing.
D) Confirming.

Question 62

Identify and discuss the four coaching functions.

Question 63

EAP stands for:

A) Employee Assistance Program.
B) Evaluative Assistant Program.
C) Employee Advertising Program.
D) Employee Advocacy Potential.

Question 64

What is meant by coaching?

Question 65

Which of the following is (are) appropriate areas for supervisory counseling?

A) Job performance.
B) Physical illness.
C) Job stress.
D) All of the above.

Question 66

Why do supervisors reject coaching?

Question 67

According to the Iceberg Model of Counseling, which of the following is NOT one of the employee factors that is known by supervisors?

A) Fear of change.
B) Performance level.
C) Cooperativeness.
D) Attendance.

Question 68

Which of the four coaching functions is most directly related to performance? Why?

Question 69

EAPs can provide professional counseling and medical services for all of the following matters, EXCEPT:

A) Legal matters.
B) Substance abuse matters.
C) Emotional illnesses.
D) Protection from disciplinary action.

Question 70

A(n) ____ makes an appeal rather than a demand that the other person change.

A) "I" message.
B) Counseling session.
C) Question.
D) "You" message.

Question 71

Which of the following is NOT one of the three parts of an "I" message?

A) Feelings.
B) Behavior.
C) Effect.
D) Attitude.

Question 72

Identify the important core coaching skills.

Question 73

Pausing in the coaching conversation to summarize key points is called:

A) Confirming.
B) Reflecting.
C) Reviewing.
D) Summarizing.

Question 74

Describe how the mentoring aspect of coaching can help further an employee's career.

Question 75

Reinforcing key points to ensure common understanding at the end of a coaching session is:

A) Reflecting.
B) Resourcing.
C) Summarizing.
D) Reviewing.

Question 76

Counseling should be restricted to factors that:

A) Concern their personal life.
B) Concern job performance.
C) Concern financial difficulties.
D) Concern marital problems.

Question 77

When addressing an employee's poor performance, it is best to use:

A) General coaching statements.
B) Evasive statements.
C) Pinpointed coaching statements.
D) Affirming statements.

Question 78

How has the increasingly diverse workforce impacted supervisory coaching?

Question 79

The objective of counseling is to:

A) Eliminate absenteeism.
B) Break down employee's value systems.
C) Help an employee understand him or herself and develop a plan to resolve the issue.
D) All of the above.

Question 80

An "I" message session should focus on the ____ rather than ____ of the employee.

A) Attendance; attitude.
B) Performance; personality.
C) Insecurity; behavior.
D) Character; performance.