49. is most directly performance related coaching function.
a. Mentoring
b. Confronting
c. Tutoring
d. Counseling
50. 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.
51. 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.
52. is a critical coaching skill that supervisors should possess.
a. Delegating
b. Listening
c. Criticizing
d. Confronting
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.
54. Which of the following is NOT one of the core coaching skills?
a. Probing
b. Attending
c. Outsourcing
d. Resourcing
55. is showing through nonverbal behavior that you are listening in an open, nonjudgmental manner.
a. Acknowledging
b. Attending
c. Reflecting
d. Confirming
56. is communicating to an employee his or her value, strengths, and contributions or other positive factors.
a. Pinpointing
b. Attending
c. Affirming
d. Confirming
57. Being sure that an employee understands what has been said or agreed upon is:
a. reflecting.
b. confronting.
c. probing.
d. confirming.
58. Asking questions to obtain additional information or explore a topic in greater length is:
a. reflecting.
b. attending.
c. probing.
d. confirming.
59. Pausing to give a gist of the key points is called:
a. probing.
b. reflecting.
c. reviewing.
d. summarizing.
60. 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.
61. 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.
62. Which of the following is NOT one of the three parts of an “I” message?
a. Feelings
b. Behavior
c. Effect
d. Attitude
63. A(n) makes an appeal rather than a demand that the other person change.
a. “I” message
b. summary
c. question
d. “You” message
64. 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
65. 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
66. Counseling should be restricted to factors that concern an employee’s:
a. personal life.
b. job performance.
c. financial difficulties.
d. marital problems.
67. Which of the following is an appropriate area for supervisory counseling?
a. Disciplinary action
b. Emotional illness
c. Management procedures
d. Replacement of personnel
68. 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.
69. What is meant by coaching?
70. Why do supervisors reject coaching?
71. Identify and discuss the four coaching functions.
72. Describe how the mentoring aspect of coaching can help further an employee’s career.
73. Which of the four coaching functions is most directly related to performance? Why?
74. How has the increasingly diverse workforce impacted supervisory coaching?
75. Identify the important core coaching skills.
76. What is the difference between general and pinpointed coaching statements? Provide an example of a general
coaching statement, and a corresponding pinpointed coaching statement.
77. Discuss the components involved in the “I” message developed by Tom Gordon.
78. What reasons cause supervisors of today to counsel their employees?
79. Identify several reasons why a supervisor should tread carefully about becoming entwined in personal problems.
80. In what ways can Employee Assistance Programs (EAP) aid in counseling?