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100 Cards in this Set
- Front
- Back
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ESP Chapter 9. A coach tries to improve ____ and ____. |
Answer: performance and abilities
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ESP Chapter 9. A coach sets goals and provides ____ to achieve it.
A. equipment B. financial support C. advice on how to D. a timeline |
Answer: advice on how to
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ESP Chapter 9. A ____ must be able to assist employees to address performance problems stemming from personal circumstances. |
Answer: counselor
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ESP Chapter 9. A ____ acts as a role model and provides opportunities for personal and professional growth. |
Answer: mentor
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ESP Chapter 9. True coaching means engaging your employees’ ____ and ____. |
Answer: interests and passions
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ESP Chapter 9. True coaching means being a ____ partner and interacting with your employees. |
Answer: conversation
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ESP Chapter 9. True coaching means defining the business results and communicating your ____. |
Answer: vision
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ESP Chapter 9. True coaching means clarifying performance ____. |
Answer: C. expectations
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ESP Chapter 9. True coaching means recognizing ____. |
Answer: D. teachable moments
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ESP Chapter 9. True coaching means using multiple coaching ____. |
Answer: media
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ESP Chapter 9. True coaching means providing recognition and ____. |
Answer: rewards
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ESP Chapter 9. Three key areas of delegation include all of the following except ____. |
Answer: Ability
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ESP Chapter 9. True or False. The employee is given responsibility for a given task and the ultimate responsibility rests with that employee. |
Answer: False. The ultimate responsibility rests with the supervisor.
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ESP Chapter 9. When delegating a responsibility, the supervisor must give the employee the sufficient ____ to complete the task. |
Answer: authority
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ESP Chapter 9. True or False. The employee must be held accountable for the accomplishment of the work. |
Answer: True
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ESP Chapter 9. Effective delegation involves being clear about ____. |
Answer: what you want done
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ESP Chapter 9. Effective delegation involves choosing the right ____ for the right task.
A. employee B. equipment C. financing D. location |
Answer: employee
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ESP Chapter 9. Effective delegation involves giving the employee ____ and ____ to complete the assignment. |
Answer: time and space
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ESP Chapter 9. Effective delegation involves maintaining ____ and checking on progress. |
Answer: open communication
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ESP Chapter 9. True or False. Effective delegation involves holding employees accountable for their assigned tasks. |
Answer: True
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ESP Chapter 9. Effective delegation involves recognize the employees’ ____. |
Answer: accomplishments
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ESP Chapter 9. With respect to feedback, ongoing communication with your employees, as well as a yearly evaluation is ____ to the coaching process. |
Answer: vital
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ESP Chapter 9. Effective Coaching involves building a one-to-one relationship or a ____ relationship. |
Answer: one-to-small group
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ESP Chapter 9. ____ and ____ are the most effective coaching tools to help supervisors define exactly what he or she expects in a positive way. |
Answer: Praise and encouragement
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ESP Chapter 9. True or False. Some employees respond better to criticism. |
Answer: True
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ESP Chapter 9. A person must have ____ for criticism to work. |
Answer: good self-esteem
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ESP Chapter 9. True or False. Most people want to know how they are doing and want to be told if they are not doing the job right. |
Answer: True
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ESP Chapter 9. True or False. Criticism should always be directed at correcting a problem, not at demeaning a person. |
Answer: True
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ESP Chapter 9. A good coach is a "people developer" and you can't accomplish this by ____. |
Answer: tearing people down
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ESP Chapter 9. As a Coach, you should provide ____ encouragement. |
Answer: positive
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ESP Chapter 9. As a Coach, criticism should only focus on the ____, not ____. |
Answer: problem, not the personality
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ESP Chapter 9. As a Coach, you should provide ____.
A. positive feedback B. negative feedback C. positive and negative feedback D. neither positive nor negative feedback |
Answer: positive and negative feedback
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ESP Chapter 9. As a Coach, you should build and maintain strong relationships with employee through ____ contact. |
Answer: face-to-face
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ESP Chapter 9. As a Coach, you should confront employees with ____ problems.
A. personal B. performance C. psychological D. emotional |
Answer: performance
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ESP Chapter 9. As a Coach, you should use ____ listening skills. |
Answer: active
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ESP Chapter 9. As a Coach, you should ____ more than you ____. |
Answer: listen more than you talk
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ESP Chapter 9. An effective supervisor has a responsibility to the employee, namely, not to solve their problems for them, but to assist them in seeking ____ for themselves.
A. solutions B. excuses C. replacements D. shortcuts |
Answer: solutions
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ESP Chapter 9. True or False. The supervisor is responsible for leading the team to a common goal. |
Answer: True
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ESP Chapter 9. The (4) basics of effective counseling include all of the following except ____. |
Answer: Control
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ESP Chapter 9. ____ is acknowledging and affirming another’s emotional state, without taking that emotion state on as your own. |
Answer: Empathy
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ESP Chapter 9. ____ means respecting your employees’ individual characteristics and preferences |
Answer: Caring
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ESP Chapter 9. ____ means taking an interest in your employees. |
Answer: Listening
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ESP Chapter 9. If you are counseling an employee, you are ethically bound to keep all your communications ____.
A. public B. confidential C. documented D. verbal |
Answer: confidential
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ESP Chapter 9. Which of the following are exceptions to the confidentiality rule? |
Answer: B and C
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ESP Chapter 9. Mentoring serves as ____ for personal growth and development. |
Answer: an inspiration
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ESP Chapter 9. Mentoring supports ____ on his career path. |
Answer: the employee
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ESP Chapter 9. Mentoring acts as a ____.
A. sounding board B. stumbling block C. character builder D. resume builder |
Answer: sounding board
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ESP Chapter 9. True or False. A mentor serves as an ally and advisor.
A. True B. False |
Answer: True
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ESP Chapter 9. Informal mentoring occurs ____.
A. over time B. as a result of careful planning C. spontaneously D. rarely |
Answer: spontaneously
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ESP Chapter 9. True or False. There is a specific time frame and guidelines for informal mentoring.
A. True B. False |
Answer: False
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ESP Chapter 9. Formal mentoring guidelines stipulate a time limit of no more than ____.
A. 3 months B. 6 months C. 1 year D. 2 years |
Answer: 1 year
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ESP Chapter 9. Formal mentoring guidelines stipulate scheduling ____ meetings.
A. regular B. periodic C. many D. few |
Answer: regular
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ESP Chapter 9. True or False. Ideally, a supervisor would formally mentor direct reports.
A. True B. False |
Answer: False. They would not.
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ESP Chapter 9. True or False. A new mentor might want a mentor of his own to offer guidance.
A. True B. False |
Answer: True
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ESP Chapter 9. As a supervisor, you should constantly be looking for ____ - times when you can create learning opportunities for your employees.
A. training seminars B. mistakes C. teachable moments D. peer pressure |
Answer: teachable moments
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ESP Chapter 9. As a , an ____, you have a responsibility to your employees - not to solve their problems for them, but to assist them in seeking solutions for themselves. That is the essence of the counseling role.
A. Counselor B. Mentor C. Coach D. Effective Supervisor |
Answer: Effective Supervisor
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ESP Chapter 9. ____ is acknowledging and affirming another's emotional state, without taking that emotional state on as your own.
A. Sympathetic B. Compassion C. Empathy D. Caring |
Answer: Empathy
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ESP Chapter 9. ____ don’t win by making last-second decisions.
A. Effective coaches B. Strong leaders C. Organized mentors D. TPD Staff |
Answer: Effective coaches
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ESP Chapter 9. A ____ acts as a role model and provides opportunities for personal and professional growth.
A. coach B. mentor C. ineffective supervisor D. goal oriented leader |
Answer: mentor
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ESP Chapter 9. Which of the following is incorrect: When building mentoring relationships ____.
A. you are communicating to your employees that you value their contributions, B. support the growth of their skills and abilities C. require indirect feedback through formal counseling D. care about their personal and professional development |
Answer: require indirect feedback through formal counseling
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ESP Chapter 9. Any decline in an employee’s performance, regardless of what you think the source may be, is cause for ____.
A. immediate action B. organized response C. formal counseling D. concerned action |
Answer: concerned action
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ESP Chapter 9. You should remember that delegation is supposed to be ____.
A. challenging but not impossible. B. organized and obtainable. C. obtainable and measurable. D. easily obtainable. |
Answer: challenging but not impossible.
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ESP Chapter 9. By using the skills of ____, ____ and ____, you can strengthen your work team, raise morale and diffuse conflict.
A. leadership, supervision and management B. communications, organization and flow C. selecting, orienting and training D. coaching, counseling, and mentoring |
Answer: coaching, counseling, and mentoring
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ESP Chapter 9. Which is not one of the basics of effective counseling?
A. Empathy B. Caring C. Listening D. Confidentiality E. Delegation |
Answer: Delegation
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ESP Chapter 9. If you want to establish a formal mentoring relationship on your own, you should do all the following except:
A. Schedule regular meetings B. Set a time limit on the relationship of not more than a year C. Document all shortcomings immediately D. Ideally, a supervisor would not formally mentor direct reports |
Answer: Document all shortcomings immediately
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ESP Chapter 9. To be an effective coach, you must communicate to your employees what the ____ is for your team.
A. plan B. goal C. theory D. vision |
Answer: vision
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ESP Chapter 9. Coaching means ____ both organizational and personal goals.
A. combining B. communicating C. prioritizing D. ignoring |
Answer: communicating
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ESP Chapter 9. ____ - Ongoing communication with employees.
A. Feedback B. Counseling C. Organization D. E-mail |
Answer: Feedback
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ESP Chapter 9. Coaching employees for ____ is an invaluable skill for the effective supervisor.
A. goal targeting B. improved performance C. performance improvement D. learning opportunities |
Answer: improved performance
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ESP Chapter 9. ____ is acknowledging and affirming another’s emotional state, without taking that emotional state on as your own.
A. Empathy B. Caring C. Counseling D. Concern |
Answer: Empathy
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ESP Chapter 9. ____ means respecting your employees' individual characteristics and preferences , understanding their need for time or personal space , and accepting their opinions, beliefs, and emotions as valid, even if they are not your own.
A. Empathy B. Caring C. Compassion D. Sympathy |
Answer: Caring
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ESP Chapter 9. Mentoring relationships can be either ____ or ____.
A. informal or formal B. professional or unprofessional C. planned or unplanned D. spontaneous or planned |
Answer: informal or formal
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ESP Chapter 9. Effective coaches recognize that the ____ can foster learning and growth.
A. informal mentoring B. formal mentoring C. smallest incidents D. constant evaluation |
Answer: smallest incidents
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ESP Chapter 9. One of the secrets of successful leadership is the ability to ____, ____ and ____ other talented people.
A. select, orient and train B. identify, sustain and inspire C. organize, motivate and lead D. lead, supervise and manage |
Answer: identify, sustain and inspire
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ESP Chapter 9. ____: a private, regularly scheduled, one-on-one meeting with each of your employees.
A. Formal counseling program B. Employment interview C. Constructive counseling program D. Personal management interview program |
Answer: Personal management interview program
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ESP Chapter 9. ____ is acknowledging and affirming another’s emotional state.
A. Caring B. Empathy C. Sympathy D. Counseling |
Answer: Empathy
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ESP Chapter 9. One of the secrets of successful leadership is the ability to ____, ____ and ____ other talented people.
A. select, orient and train B. identify, sustain and inspire C. organize, motivate and lead D. lead, supervise and manage |
Answer: identify, sustain and inspire
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ESP Chapter 9. Any decline in an employee’s performance, regardless of what you think the source may be, is cause for ____.
A. immediate action B. organized response C. formal counseling D. concerned action |
Answer: concerned action
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ESP Chapter 9. ____ is acknowledging an affirming another’s emotional state, without taking that emotional state on as your own.
A. Empathy B. Caring C. Counseling D. Concern |
Answer: Empathy
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ESP Chapter 9. If you want to establish a formal mentoring relationship on your own, you should do all the following accept:
A. Schedule regular meetings B. Set a time limit on the relationship or nor more than a year C. Document all shortcomings immediately D. Ideally, a supervisor would not formally mentor direct reports |
Answer: Document all shortcomings immediately
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ESP Chapter 9. ____ don’t win by making last-second decisions.
A. Effective coaches B. Strong leaders C. Organized mentors D. TPD Staff |
Answer: Effective coaches
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ESP Chapter 9. To be an effective coach, you must communicate to your employees what the ____ is for your team.
A. plan B. goal C. theory D. vision |
Answer: vision
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ESP Chapter 9. By using the skills of ____, ____ and ____, you can strengthen your work team, raise morale and diffuse conflict.
A. leadership, supervision and management B. communications, organization and flow C. selecting, orienting and training D. coaching, counseling, and mentoring |
Answer: coaching, counseling, and mentoring
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ESP Chapter 9. Coaching means ____ both organizational and personal goals.
A. combining B. communicating C. prioritizing D. ignoring |
Answer: communicating
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ESP Chapter 9. ____ - Ongoing communication with employees.
A. Feedback B. Counseling C. Organization D. Email |
Answer: Feedback
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ESP Chapter 9. As a supervisor, you should constantly be looking for ____ - times when you can create learning opportunities for your employees.
A. training seminars B. mistakes C. teachable moments D. peer pressure |
Answer: teachable moments
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ESP Chapter 9. ____ means taking an interest in your employees.
A. Caring B. Learning C. Feedback D. Listening |
Answer: Listening
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ESP Chapter 9. One way to coach your employees is to offer them “____” – tasks that are outside their regular duties and that allow them to develop their skills and talents.
A. stretch assignments B. cross training C. job redesign D. constructive criticism |
Answer: stretch assignments
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ESP Chapter 9. Coaching means interacting with your employees and ____.
A. only having formal counseling sessions. B. having one way communications. C. having regular and frequent conversations about performance. D. Organizing their personal goals and desires to “mesh” with the organization’s targets in a harmonious work environment. |
Answer: having regular and frequent conversations about performance.
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ESP Chapter 9. ____, which can allow employees to take on responsibilities that are outside their regular work routine, can improve performance by requiring the mastery of new skills.
A. Delegation B. Cross Training C. Out Sourcing D. Job Enrichment |
Answer: Delegation
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ESP Chapter 9. Maintaining a ____ is just as much a part of successful supervision as keeping up with reports, dealing with customers and meeting performance objectives.
A. strictly professional atmosphere B. harmonious work environment C. direct supervisory value added mentality D. ongoing relationship with internal affairs |
Answer: harmonious work environment
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ESP Chapter 9. To be an effective coach, you must communicate to your employees what the ____ for your team is
A. mission B. organizational affiliation C. vision D. production goal |
Answer: vision
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ESP Chapter 9. ____ allows employees to learn new skills and improve performance
A. Cross training B. Mentorring C. Off site education D. Delegation |
Answer: Delegation
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ESP Chapter 9. The three parts to delegation are ____, ____ and ____.
A. learning, training and practical application. B. selecting orienting and training. C. cross training, outsourcing and practical application. D. responsibility, authority and accountability. |
Answer: responsibility, authority and accountability.
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ESP Chapter 9. The mentorring relationship, when managed successfully, is one of ____, learning and development.
A. collaborative growth B. mutual benefit C. personal satisfaction D. frequent review |
Answer: collaborative growth
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ESP Chapter 9. Which of the following is incorrect: When building mentorring relationships,
A. you are communicating to your employees that you value their contributions, B. support the growth of their skills and abilities C. require direct and indirect feedback through formal and informal counseling D. care about their personal and professional development |
Answer: require direct and indirect feedback through formal and informal counseling
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ESP Chapter 9. A ____ acts as a role model and provides opportunities for personal and professional growth.
A. coach B. mentor C. ineffective supervisor D. goal oriented leader |
Answer: mentor
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ESP Chapter 9. Effective coaches recognize that the ____ can foster learning and growth
A. informal mentorring B. formal mentorring C. smallest incidents D. constant evaluation |
Answer: smallest incidents
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ESP Chapter 9. You should remember that delegation is supposed to be ____.
A. challenging but not impossible. B. organized and obtainable. C. obtainable and measurable. D. easily obtainable. |
Answer: challenging but not impossible.
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ESP Chapter 9. ____: a private, regularly scheduled, one-on-one meeting with each of your employees.
A. Formal counseling program B. Employment interview C. Constructive counseling program D. Personal management interview program |
Answer: Personal management interview program
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