Exam 6: Coaching, Communication, and Conflict Skills

The manager of a manufacturing plant is inaugurating a major quality initiative and is planning the announcement to the employees. She has considered the goal and mode of the message. What other issue should be considered in this planning?

Paraphrasing is the process of having the receiver restate the message in his or her own words.

Feedback should be given in about two weeks after an incident to allow reflection.

The major difference between criticism and coaching feedback is that criticism is judgmental and makes people feel like losers.

The first step of the initiating conflict resolution model is to plan a BCF statement that maintains ownership of the problem.

Which of the following is NOT one of the coaching guidelines?

You are trying to close a big sale to a very important customer. Which method of sending the message would be most appropriate in this situation?

You are leading an important meeting in two days with people from different departments within your company. You want them to have a copy of the agenda before the meeting to remind them of the meeting and what will take place. Which method of sending the message would be most appropriate in this situation?

Feedback should generally be given as soon as possible:

Before sending a message, you should answer the question, "What's going on?"

Regardless of the goal of communication, it is always important to get a commitment to the action.

Which of the following would be an example of inferential descriptive feedback?

Instructions for the following question(s) Write the first step in the coaching model, followed by what you would say to Chris. Write steps 2 to 4, followed by what you would say for each step. -Coaching. Your employee, Chris, is a server in an ice cream shop. Chris knows that the tables should be cleaned up quickly after customers leave so that new customers do not have to sit at dirty tables. It's a busy night. You found dirty dishes on two of Chris's unoccupied tables. Chris is socializing with some friends at one of the tables instead of cleaning up.

An employee has mismanaged a client relationship and lost the client. As the manager, you want to use a self-evaluation type of coaching feedback. Which of the following might apply?

The five steps in the oral message-sending process are (1) develop rapport; (2) state your communication objective; (3) transmit your message; (4) check the receiver's understanding; and (5) get a commitment and follow up.

Is 360-degree multirater feedback really better than a boss-based assessment? As a manager, would you elect to use 360?

Mentoring is more involved and personal than coaching.

"My manager must really care about me and appreciate my work, so I'll try harder" describes the attitude of employees with overly critical managers.

Recall a present or past manager. Which of the ten guidelines does or did the manager use most frequently and least frequently?

What should be included in your plan to send a message?