Deck 10: Counseling and Performance Management

Question 1

Which of the following is a characteristic symptom of an alcoholic employee?

A)employee's actions and behaviors deteriorate as the day progresses
B)employee maintains a good attendance record
C)employee seeks out additional job duties
D)employee is more social in the morning

Answer 1

A

Question 2

What are the three basic steps in assessing an employee's need for counseling?

A)review,relieve,retaliate
B)review,recognize,refer
C)recognize,relieve,refer
D)recognize,refer,review

Answer 2

D

Question 3

Which of the following should you do during an employee counseling session?

A)control the direction of the session
B)convey empathy through body language
C)interrupt when something is unclear
D)do not seem too focused on the employee

Answer 3

B

Question 4

Which of the following results can you expect from counseling an employee?

A)an employee who is thinking more clearly
B)an employee who is less rational
C)an employee who is fearful of future problems
D)a tense employee

Question 5

Erika has been missing work more often ever since her recent poor performance review.She also has been distant towards her supervisor.Which type of absentee is she?

A)a vacationing absentee
B)an aggressive absentee
C)an occasional absentee
D)an escapee

Question 6

Which of the following is a method that a manager can use to positively affect employee's self-esteem?

A)talking down to workers
B)not praising adequately
C)listening to employee ideas
D)implying that a worker is incompetent

Question 7

The ongoing process of clarifying and communicating performance expectations to employees,and then providing coaching and feedback to ensure the desired actions is called _____.

A)performance management
B)discipline
C)penalty
D)reprimand

Question 8

A person who willfully stays away from work in the hope that their absence will cause an inconvenience is _____.

A)a vacationing absentee
B)an aggressive absentee
C)an occasional absentee
D)an escapee

Question 9

What is the first step you should take if you suspect an employee of abusing drugs or alcohol at work?

A)ask the employee to go home
B)counsel the employee
C)immediately refer the employee to Alcoholics Anonymous
D)immediately refer the employee to an employee assistance program

Question 10

The imposition of a penalty by management on an employee for the infraction of a company rule,regulation,or standard in such a manner as to encourage more constructive behavior and discourage a similar infraction in the future is called _____.

A)performance management
B)discipline
C)penalty
D)reprimand

Question 11

Kim tends to work for a few months while she accrues paid time off and then she is absent from work for days.Which type of absentee is she?

A)a vacationing absentee
B)an aggressive absentee
C)an occasional absentee
D)an escapee

Question 12

Cynthia has been slamming doors at work and today in a meeting she threw a pen at the wall.Which symptom of emotional distress is she demonstrating?

A)adjustment
B)hostility
C)withdrawal
D)satisfaction

Question 13

Which of the following is an effective approach to counseling an employee who may be an alcoholic?

A)apologize for confronting the employee
B)state that the decision to seek rehabilitative assistance is the employee's responsibility
C)believe the employee's assertion that they are getting help
D)suggest that the employee use moderation

Question 14

Stephanie has become much quieter at work and does not seek out social interaction.What might she be experiencing?

A)adjustment
B)hostility
C)withdrawal
D)employee satisfaction

Question 15

Which of the following is not a symptom of drug use at the workplace?

A)erratic performance
B)tardiness
C)increased motivation
D)forgetfulness

Question 16

A punishment imposed by management on an employee as a form of discipline is called _____.

A)performance management
B)discipline
C)penalty
D)reprimand

Question 17

Which of the following should you do during an employee counseling session?

A)take the employee's words at face value
B)do not allow for lengthy pauses
C)express surprise if it is expected
D)reflect the employee's feelings

Question 18

Which of the following is the process by which people modify their feelings and behavior to accommodate the stress of life and work?

A)adjustment
B)hostility
C)withdrawal
D)employee assistance program

Question 19

Some employees may demonstrate their emotional distress through _____,which may lead to workplace violence.

A)adjustment
B)hostility
C)withdrawal
D)employee assistance program

Question 20

Ryanne is absent for legitimate reasons,but she misses work more often than other employees.Which type of absentee is she?

A)a vacationing absentee
B)an aggressive absentee
C)an occasional absentee
D)an escapee

Question 21

Jerry was dismissed due a mass layoff at his company.He was _____.

A)downsized
B)fired
C)disciplined
D)ordered

Question 22

During an employee counseling session,it is important that the supervisor control the conversation.

Question 23

When counseling a possibly alcoholic employee,you should explain to the employee why work performance,behavior,or attendance is deteriorating.
Let the employee make this explanation.

Question 24

Directionless absentees are younger employees without much purpose in their work.

Question 25

Tom was intentionally dismissed due to a disciplinary violation.He was _____.

A)downsized
B)fired
C)disciplined
D)ordered

Question 26

During an employee counseling session,it is important that the supervisor does not argue,interrupt,or offer advice.

Question 27

When counseling a possibly alcoholic employee,you should emphasize that your major concern is the employee's poor work performance,attendance,or behavior.

Question 28

During an employee counseling session,it is important that the supervisor does not ask any questions.
Supervisors should ask open-ended questions.

Question 29

Moonlighters are absentees that hold down more than one job and are often too tired to come to work.

Question 30

Moonlighters are absentees that are younger employees without much purpose in their work.
This describes directionless absentees

Question 31

You should get involved in an employee's personal problems before the employee's performance becomes an issue.
You should not intervene until you have a work-related reason to become involved.

Question 32

Which of the following is not an example of supporting documentation that can be used in due process hearings?

A)regularly kept records
B)written complaints
C)verbal hearsay
D)example of unsatisfactory work

Question 33

What is the "hot-stove" rule of discipline?

A)advance warning,immediacy,impartiality,consistency
B)consistency,immediacy,impartiality,advance warning
C)impartiality,advance warning,consistency,immediacy
D)consistency,immediacy,advance warning,impartiality

Question 34

The best approach to dealing with chronic absentees is to let them work out their anxieties on their own.

Question 35

Alcoholics may often inexplicably leave work for short periods during the day.

Question 36

Problem job performance includes performance that does not measure up to established standards of output.

Question 37

A troubled employee may become hostile or withdraw from social interaction at the office.

Question 38

Personal problems are rarely the cause of performance issues.

Question 39

Which of the following would be a first step in a progressive discipline model?

A)discharge
B)written reprimand
C)suspension
D)warning and oral reprimand

Question 40

A supervisor can help troubled employees toward better adjustment only after establishing an empathetic atmosphere.

Question 41

Supervisors who recognize employee abuse problems should immediately consult the human resources department for advice and counsel in handling the situation.

Question 42

List the three basic steps in assessing an employee's need for counseling.

Question 43

Incivility refers to loud cell phone ring tones,gossiping,eating stinking foods in common areas,and attention seeking.

Question 44

___________________ absentees tend to be younger employees who have not yet found a real purpose in their work.

Question 45

Common types of offenses that require disciplinary action are poor performance,absenteeism,insubordination,and carelessness.

Question 46

___________________ is the process by which people modify their feelings and behavior to accommodate the stress of life and work.

Question 47

List the four "hot-stove" rules.

Question 48

Cyberloafing refers to employees researching bread recipes.
It is slacking off on the Internet during work.

Question 49

Common types of offenses that require disciplinary action are dishonesty,abusive language,intoxication,and sexual harassment.

Question 50

___________________ is an organization through which many alcoholic workers have rescued themselves.

Question 51

Due process is important in all areas of employment except upper-level management.

Question 52

Due process is an employee's entitlement to a fair hearing before discipline can be given out.

Question 53

___________________ is building an emotional bond with others by establishing trust and understanding their problems,perspectives,and fears.

Question 54

A punishment imposed by management on an employee as a form of discipline is called a ___________________ .

Question 55

Constructive criticism means that the penalties for sub-standard performance gets increasingly harsh as the condition continues.
This is progressive discipline.

Question 56

Constructive criticism tried to redirect employee energy and behavior into productive channels by offering feedback and observations.

Question 57

Supervisors should show sympathy and understanding,and possibly offer advice to ___________________ absentees.

Question 58

Severely disturbed employees should be referred to a(n)___________________.

Question 59

The ongoing process of clarifying and communicating performance expectations to employees,and then providing coaching and feedback to ensure the desired actions is called ___________________.