Question 1

Two methods that facilitate the counseling process are ____,and the severity of the problem being addressed in the session.
A) the competency of the workforce
B) the recurring problem
C) the manager's comfort and ability with counseling
D) the organizational guidelines

Accepted Answer

The manager's comfort and ability with counseling can greatly impact the effectiveness of the counseling process. If the manager is confident and skilled in conducting counseling sessions, it can create a safe and productive environment for the employee to share their concerns and work towards solutions.

Answer: B 
 The severity of the problem being addressed in the session can also impact the counseling process. If the problem is recurring or particularly severe, it may require a different approach or more in-depth counseling to properly address and resolve.

Question 2

Re-engineering has led to the need for senior employees to provide new team members with feedback.This situation reinforces the need for effective feedback as a result of which organizational requirement?
A) Electronic performance monitoring
B) New jobs and roles
C) Self-paced learning
D) Cross-cultural training

Accepted Answer

Re-engineering often involves the creation of new jobs and roles or the redistribution of responsibilities among current employees, which can result in a need for feedback and guidance for new team members. This is why effective feedback is now more important than ever in many organizations undergoing re-engineering. Electronic performance monitoring may be used to provide feedback, but it is not the organizational requirement being reinforced in this situation. Self-paced learning and cross-cultural training may also be important for some organizations, but they are not directly related to the need for feedback resulting from re-engineering.

Question 3

When looking at the quality analysis report Calvin sees that the product defect rate is 25% higher than acceptable standards.Calvin is receiving feedback from which source?
A) Others
B) The task itself
C) Self
D) Customers

Accepted Answer

The task itself is providing feedback through the quality analysis report, indicating the product defect rate.

Question 4

Which of the following is an objective of counseling?
A) To gain positive work outcomes
B) To obtain a willingness to change
C) To enhance relationships
D) To reinforce positive behaviors and correct negative behaviors

Accepted Answer

Counseling aims to help individuals recognize and address personal issues, leading to a willingness to change and improve their mental and emotional well-being.

Question 5

_____ in the work area should be dealt with through counseling,to help the employee resolve related issues.
A) Lack of ability
B) Attitude
C) Incompetence
D) Lack of information

Accepted Answer

Attitude problems in the workplace can be addressed through counseling to help the employee identify and resolve any underlying personal issues that may be causing their negative behavior. Lack of ability, incompetence, and lack of information may require additional training or support.

Question 6

Professor Richards provided each of his students a detailed analysis on their term paper.This feedback to the students served which of the following functions?
A) It indicated their progress during an interaction
B) It provided information regarding the student's effect on others
C) It provided direct information on performance
D) It provided a means to monitor behavior during interactions

Accepted Answer

Providing a detailed analysis on a student's term paper directly provides information on their performance. It does not necessarily indicate progress during an interaction, provide information on the student's effect on others, or monitor behavior during interactions.

Question 7

Which of the following is an example of supportive behavior?
A) Clarifying leader expectations and requirements
B) Seeking commitment to the action plan
C) Collaboration regarding solutions to problems
D) Planning actions around solutions and desired changes

Accepted Answer

Collaboration regarding solutions to problems is an example of supportive behavior as it involves working together to find solutions that benefit everyone involved. Clarifying leader expectations and requirements (A) is important, but it can come across as directive rather than supportive. Seeking commitment to the action plan (B) and planning actions around solutions and desired changes (D) can be supportive, but they are more focused on task completion rather than interpersonal support.

Question 8

Which supportive behavior demonstrates the coach's willingness to understand before trying to be understood?
A) Verbal
B) Tangible
C) Active
D) Empathic

Accepted Answer

The answer of Which supportive behavior demonstrates the coach's willingness...

Question 9

At Orbit Tours Inc. ,the customer service team evaluates its progress by tracking the ratings given by customers in customer satisfaction surveys.The source of such feedback is said to be:
A) their customers.
B) the stakeholders.
C) the task itself.
D) the organization itself.

Accepted Answer

The answer of At Orbit Tours Inc. ,the customer service...

Question 10

Which of the following best describes constructive feedback?
A) Truthful,fair,not given as a personal attack
B) Supportive,untimely,critical appreciation
C) Clear,biased,no reference to improvement
D) Subjective,personal,general solution

Accepted Answer

Constructive feedback should be truthful and fair, meaning it is based on objective observations and not given as a personal attack. It should also offer suggestions for improvement. Option B is incorrect because while support is important, feedback should not only be appreciative, but also critical. Option C is incorrect because biased feedback does not serve to help the individual improve. Option D is incorrect because feedback should be objective, not subjective or personal, and should offer specific solutions, not generalizations.

Question 11

Mark's attitude of superiority has been causing resentment and personal conflict between the other members of his department.His manager could handle this attitude problem through the use of:
A) coaching.
B) counseling.
C) persuasion.
D) empowering.

Accepted Answer

The answer of Mark's attitude of superiority has been causing...

Question 12

Which characteristic of effective feedback is illustrated in the following statement? "I'm impressed with how you weighed the pros and cons and selected the best course of action."
A) Interactive
B) Nonpersonal
C) Prescriptive
D) Specific

Accepted Answer

The statement is specific in identifying the actions taken by the recipient of the feedback and the positive impact it had.

Question 13

Coaches attending to both human and business needs relate to:
A) constructive conflict management.
B) the willingness to not assign blame.
C) a responsible and accountable style of coaching.
D) a parallel style of thinking and acting.

Accepted Answer

The answer of Coaches attending to both human and business...

Question 14

When coaching an employee on career advancement,Pam made statements which offered help,resources,and links to other people and information.Pam is using which supportive behavior?
A) Verbal
B) Tangible
C) Active
D) Intangible

Accepted Answer

Pam is providing tangible resources such as links, which can be physically accessed by the employee.

Question 15

Effective feedback should be:
A) balanced.
B) prescriptive.
C) untimely.
D) personal.

Accepted Answer

Effective feedback should be balanced, meaning it should include both positive and constructive comments. This helps to ensure that the recipient of the feedback feels encouraged and motivated to improve, rather than demotivated or discouraged. Prescriptive feedback can be helpful, but it should also be balanced with descriptive feedback that explains the reasons behind the feedback. Untimely feedback is not effective, as it may not be relevant or may not have the desired impact. Personal feedback can be effective, but it should also be focused on the task or behavior being evaluated, rather than on the individual's personality or character.

Question 16

Terry was very surprised when Pat came to him and stated that there was a problem with this week's productivity level,after all,the levels had been the same for the past five weeks.The problem with Pat's feedback is that it was not:
A) documentable.
B) non-personal.
C) timely.
D) purposeful.

Accepted Answer

The problem with Pat's feedback is that it was not timely. Pat waited until the productivity level had already been consistent for five weeks before bringing up the issue. If they had mentioned it earlier, the problem could have been addressed sooner.

Question 17

When helping others to set SMART goals,managers should:
A) set the goals for the subordinates.
B) make them general.
C) avoid modifying or updating original goals.
D) use intrinsic and extrinsic rewards.

Accepted Answer

SMART goals are most effective when they are accompanied by both intrinsic (internal satisfaction) and extrinsic (external rewards) motivators. This combination helps in keeping individuals motivated towards achieving their goals. Setting goals for subordinates, making goals general, and avoiding modifications are contrary to the principles of SMART goals, which emphasize specific, measurable, achievable, relevant, and time-bound objectives that may need adjustments as circumstances change.

Question 18

Many organizations have _____ to assist with personal and health problems ranging from mental illness,substance abuse,day care,and family issues to physical health issues and financial planning.
A) employee recreation associations
B) employee assistance and wellness programs
C) employee incentive programs
D) employee assessment centers

Accepted Answer

Employee assistance and wellness programs offer support and resources for personal and health-related issues that employees may face. This includes mental health support, substance abuse programs, family and childcare assistance, physical health resources, and financial planning resources. Employee recreation associations and employee incentive programs may offer some benefits but do not address the breadth of personal and health-related issues that employee assistance and wellness programs do. Employee assessment centers are focused on evaluating employees for job placement and development, rather than providing support for personal and health issues.

Question 19

One of Kim's employees is having some personal problems.Kim believes that non-directive counseling would be the best tactic at this point.Kim can provide non-directive counseling by:
A) giving advice.
B) setting goals.
C) active listening.
D) instruction.

Accepted Answer

Non-directive counseling involves active listening, in which the counselor listens without giving advice or instruction. The focus is on allowing the individual to find their own solutions and make their own decisions. Setting goals and giving instruction would be more directive counseling techniques.

Question 20

Which of the following holds true of initiating behaviors as compared to supportive behaviors?
A) Providing feedback and analysis of issues and concerns
B) Accepting responsibility in situations
C) Expressing the value of the employee and his or her contribution to the work
D) Empathizing for the employee and paying attention to obstacles and problems

Accepted Answer

Initiating behaviors involve providing feedback and analysis of issues and concerns, while supportive behaviors involve accepting responsibility in situations, expressing the value of the employee and his or her contribution to the work, and empathizing for the employee and paying attention to obstacles and problems.

Quiz 17: Coaching and Providing Feedback for Improved Performance

Two methods that facilitate the counseling process are ____,and the severity of the problem being addressed in the session.

Re-engineering has led to the need for senior employees to provide new team members with feedback.This situation reinforces the need for effective feedback as a result of which organizational requirement?

When looking at the quality analysis report Calvin sees that the product defect rate is 25% higher than acceptable standards.Calvin is receiving feedback from which source?

Which of the following is an objective of counseling?

_____ in the work area should be dealt with through counseling,to help the employee resolve related issues.

Professor Richards provided each of his students a detailed analysis on their term paper.This feedback to the students served which of the following functions?

Which of the following is an example of supportive behavior?

Which supportive behavior demonstrates the coach's willingness to understand before trying to be understood?

At Orbit Tours Inc. ,the customer service team evaluates its progress by tracking the ratings given by customers in customer satisfaction surveys.The source of such feedback is said to be:

Which of the following best describes constructive feedback?

Mark's attitude of superiority has been causing resentment and personal conflict between the other members of his department.His manager could handle this attitude problem through the use of:

Which characteristic of effective feedback is illustrated in the following statement? "I'm impressed with how you weighed the pros and cons and selected the best course of action."

Coaches attending to both human and business needs relate to:

When coaching an employee on career advancement,Pam made statements which offered help,resources,and links to other people and information.Pam is using which supportive behavior?

Effective feedback should be:

Terry was very surprised when Pat came to him and stated that there was a problem with this week's productivity level,after all,the levels had been the same for the past five weeks.The problem with Pat's feedback is that it was not:

When helping others to set SMART goals,managers should:

Many organizations have _____ to assist with personal and health problems ranging from mental illness,substance abuse,day care,and family issues to physical health issues and financial planning.

One of Kim's employees is having some personal problems.Kim believes that non-directive counseling would be the best tactic at this point.Kim can provide non-directive counseling by:

Which of the following holds true of initiating behaviors as compared to supportive behaviors?