Deck 17: Coaching and Providing Feedback for Improved Performance

Question 1

Managers who act as coaches tend to follow the traditional top-down supervisory role.

Answer 1

False

Question 2

As a managerial coach,Kevin should try to model effective behavior rather than legislate it.

Answer 2

True

Question 3

Effective coaching sessions contain moderate levels of initiating or problem-solving behaviors.

Answer 3

True

Question 4

Diane always clarifies her expectations and requirements of her employees and seeks to gain their commitment for action towards achieving goals.Diane's coaching style includes _____ behaviors.

A) non-supportive
B) supportive
C) initiating or problem solving
D) engaging

Question 5

Effective feedback provides both instruction and motivation.

Question 6

As the personnel manager,Tina should begin feedback sessions with the negative feedback first,followed by the positive feedback.

Question 7

As a coach it is more important for Marian to be able to give negative feedback rather than positive feedback.

Question 8

The ability to provide effective feedback is more important for organizations than for individuals.

Question 9

Counseling is used to address an employee's abilities while coaching is to improve attitude.

Question 10

Effective coaches need to:

A) focus most on the coaching philosophy
B) focus on the personality of the people involved
C) manipulate coaching sessions to their advantage
D) tend to both human and business needs

Question 11

To increase motivation,managers should set 'stretch' goals for their employees-goals that require total effort but are not unrealistic.

Question 12

As a manager,Stacey should avoid moralizing or giving feedback that is judgmental or prescriptive.

Question 13

The need for counseling stems from attitudes,defensiveness and other emotional problems.

Question 14

Regardless of your motives,you should always provide others with feedback.

Question 15

The coaches at Nanotype Data Processing try to make sure that they constantly show their concern and try to empathize with employees' needs and problems.Nanotype's coaching sessions would therefore contain high levels of _____ behaviors.

A) non-supportive
B) supportive
C) initiating or problem-solving
D) tangible

Question 16

Commitment to goals will vary directly with the amount of participation and input from the employee in setting goals.

Question 17

_____ are leaders who focus their energy on helping others improve their performance and achieve goals.

A) Coaches
B) Consultants
C) Counselors
D) Facilitators

Question 18

Asking for feedback builds and enhances our self-esteem.

Question 19

In which category of supportive behavior would the statements that indicate the coach's commitment to and backing of the employee be included in?

A) Passive
B) Verbal
C) Tangible
D) Active

Question 20

If a manager at a company does not say anything to employees when they come in late to work,by doing nothing he/she indicates acceptance of this behavior.

Question 21

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

Question 22

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

Question 23

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

Question 24

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

Question 25

_____ 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

Question 26

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

Question 27

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

Question 28

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

A) Verbal
B) Tangible
C) Active
D) Empathic

Question 29

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.

Question 30

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

Question 31

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.

Question 32

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

Question 33

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.

Question 34

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

Question 35

Effective feedback should be:

A) balanced.
B) prescriptive.
C) untimely.
D) personal.

Question 36

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.

Question 37

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.

Question 38

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

Question 39

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.

Question 40

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

Question 41

As a supervisor,develop a coaching strategy to help a team through its storming stage.Include both supportive and initiating behaviors without being rigid on solutions.

Question 42

How does asking for input help in providing feedback?

A) Provides reasons and the factors affecting the potential feedback session
B) Both parties confirm data and perceptions
C) Reduces the other party's defensiveness and resistance
D) Clarify expectations and specify next steps

Question 43

What does requesting feedback too frequently imply?

A) Demonstrates lack of commitment to improve
B) Helps in understanding blind spots
C) Reinforce positive and effective behaviors
D) Lack of confidence in your abilities

Question 44

Arthur has been having many difficulties with his team.As manager,Donna asked Arthur his perspective regarding solutions to the problems with his team.By asking questions,Donna was trying to make the feedback effective by ensuring it was:

A) documentable.
B) frequent.
C) interactive.
D) timely.

Question 45

Differentiate between coaching and counseling with regard to the following three points: objective,means and methods,and cause of the problem.

Question 46

Provide a list of skills and characteristics of effective coaches.

Question 47

Develop a feedback script to present to an employee or teammate on recent performance or behavior.Dissect your script to show how it incorporates all the characteristics of effective feedback.

Question 48

When Mark lectures employees about what he thinks they should do,they are likely to become defensive and tune out his feedback.In future,Mark needs to be:

A) nonpersonal.
B) reactive.
C) descriptive.
D) nonpresciptive.

Question 49

The problem with Stan,the office manager,informing Mark that "he has heard that he has been coming in late" is that the feedback was not:

A) specific.
B) documented.
C) timely.
D) purposeful.

Question 50

Provide tips for preparing and leading a feedback session.