Deck 11: Coaching for Higher Performance

Question 1

The focus of coaching conversations is employee discipline.

Answer 1

False

Question 2

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

Answer 2

True

Question 3

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

Answer 3

True

Question 4

Supervisors may neglect their coaching role because they lack confidence.

Question 5

Combining all four coaching functions in a single coaching session is impractical.

Question 6

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

Question 7

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

Question 8

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

Question 9

Monitoring is the coaching activity that teaches teach political savvy, understanding of the organization's culture, and ways to advance one's career.

Question 10

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

Question 11

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

Question 12

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

Question 13

Many supervisors reject coaching because they view it as a passive process.

Question 14

Employee assistance programs are successful when counselors work outside the formal chain of command.

Question 15

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

Question 16

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

Question 17

In the 1940s, a counsellor's primary job was to give advice.

Question 18

Tutoring is helping team members gain knowledge, skill, and competency.

Question 19

Confronting/Challenging involves understanding how to approach and gain influence with powerful organization members.

Question 20

The supervisor must create a supportive atmosphere that encourages contact.

Question 21

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

Question 22

Participation in an EAP (Employee Assistance Program) is always voluntary.

Question 23

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

Question 24

The supervisor never counsels employees about physical or emotional illness.

Question 25

Coaches should act as resources for team members.

Question 26

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

Question 27

Pinpointed remarks often result in no change, a half-hearted change, or resentment at having been "called on the carpet."

Question 28

____ is the interpersonal process used to help individuals to reach their highest levels of performance.

A) Coaching
B) Supervising
C) Reflecting
D) Acknowledging

Question 29

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

Question 30

Problems in job performance usually don't require counseling.

Question 31

EAP (Employee Assistance Program) is considered a branch of human resources and is designed to replace certain management procedures.

Question 32

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

Question 33

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

Question 34

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

Question 35

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 36

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

Question 37

_____ are often considered the "first-line" of counseling.

A) Professional counselors
B) Peers
C) Individual supervisors
D) Subordinates

Question 38

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

Question 39

The essence of _____ is helping individuals become more effective performers in an organization.

A) conflict coaching
B) systemic coaching
C) financial coaching
D) supervisory coaching

Question 40

Framing your displeasure in an "I" message addresses the problem more openly and tactfully and is more likely to pave the way toward a resolution in an objective, supportive manner.

Question 41

_____ refers to a coaching activity that involves helping employees understand how to approach and gain influence with powerful organization members.

A) Confronting
B) Counseling
C) Mentoring
D) Challenging

Question 42

_____ is most directly performance related coaching function.

A) Mentoring
B) Confronting
C) Tutoring
D) Counseling

Question 43

Pausing to give a gist of the key points is called:

A) probing.
B) reflecting.
C) reviewing.
D) summarizing.

Question 44

The goal of tutoring is to:

A) develop a commitment to continuous learning.
B) identify underperforming employees and let them go.
C) establish strict performance standards.
D) boost employee confidence by assuring they have all the skills they'll ever need.

Question 45

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

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

Question 46

The supportive relationship required for effective coaching involves:

A) open two-way communication.
B) greater emphasis on disciplinary actions.
C) focus on management procedures.
D) finding solutions at a fire-fighting pace.

Question 47

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

A) Acknowledging
B) Attending
C) Reflecting
D) Confirming

Question 48

Many coaches may neglect their coaching role because:

A) they lack confidence to counsel employees.
B) it is viewed as a proactive process.
C) ignoring a problem helps it resolve itself faster.
D) they think it does not improve performance.

Question 49

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) They feel the quality of the relationship they share with employees might be jeopardized.
C) They are too busy to spare time for coaching.
D) They are more inclined to deal with problems passively.

Question 50

It's becoming more important to recognize individual differences in a workplace because:

A) the workforce lacks employee uniqueness.
B) supervisors are now forbidden to confront employees.
C) the workforce has become more diverse.
D) EAPs now handle all counseling.

Question 51

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

A) reflecting.
B) confronting.
C) probing.
D) confirming.

Question 52

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 53

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

A) acknowledging.
B) attending.
C) summarizing.
D) confirming.

Question 54

_____ is a critical coaching skill that supervisors should possess.

A) Delegating
B) Listening
C) Criticizing
D) Confronting

Question 55

Which of the following functions of coaching involves helping a team member gain knowledge, skill, and competency?

A) Challenging
B) Counseling
C) Confronting
D) Tutoring

Question 56

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

A) reflecting.
B) resourcing.
C) attending.
D) reviewing.

Question 57

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 question and challenge the authority of upper management
D) Helping someone to understand how to approach and gain influence with powerful organizational members

Question 58

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

A) reflecting.
B) attending.
C) probing.
D) confirming.

Question 59

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

A) Pinpointing
B) Attending
C) Affirming
D) Confirming

Question 60

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 61

Why do supervisors reject coaching?

Question 62

Identify several reasons why a supervisor should tread carefully about becoming entwined in personal problems.

Question 63

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

Question 64

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

Question 65

An "I" message session should focus on the ____.

A) attendance rather than the attitude of the employee
B) performance rather than the personality of the employee
C) insecurity rather than the behavior of the employee
D) character rather than the performance of the employee

Question 66

What reasons cause supervisors of today to counsel their employees?

Question 67

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

A) "I" message
B) summary
C) question
D) "You" message

Question 68

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 69

What is the difference between general and pinpointed coaching statements? Provide an example of a general coaching statement, and a corresponding pinpointed coaching statement.

Question 70

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

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

Question 71

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

A) general coaching statements.
B) evasive statements.
C) pinpointed coaching statements.
D) declarative statements.

Question 72

Counseling should be restricted to factors that concern an employee's:

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

Question 73

Which of the following is an appropriate area for supervisory counseling?

A) Disciplinary action
B) Emotional illness
C) Management procedures
D) Replacement of personnel

Question 74

Identify the important core coaching skills.

Question 75

Identify and discuss the four coaching functions.

Question 76

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

A) legal matters.
B) substance abuse matters.
C) physical and emotional illnesses.
D) protection from disciplinary action.

Question 77

Discuss the components involved in the "I" message developed by Tom Gordon.

Question 78

How has the increasingly diverse workforce impacted supervisory coaching?

Question 79

In what ways can Employee Assistance Programs (EAP) aid in counseling?

Question 80

What is meant by coaching?