Exam 6: Communication, Coaching, and Conflict Skills

Recall the best and worst manager you ever had.With which manager did you have the best working relationship? Which one gave you the most encouragement,praise,and recognition for a job well done? Which one gave you the most negative criticism? Was your performance at a higher level for your best or worst manager?

The job instructional training (JIT)steps include (1)trainer presents the task; (2)trainee receives preparation; (3)trainee performs the task; and (4)trainer follows up.

Which of the following is NOT a step in the oral message-sending process?

How would you assess managers at giving feedback? Specifically,what should managers do to improve?

Describe the difference between criticism and coaching feedback.

If Chris has resources and is well trained,she may still lack ____.

Define the five conflict management styles.

The negotiating conflict style is appropriate to use when unpopular action must be taken on important issues.

List the steps in the oral message-sending process.

Communication is the process of conveying information and meaning.

Refer to Self-Assessment 1 and the listening tips.What is your weakest listening skill area on the job? How will you improve your listening ability?

Analyzing is the process of thinking about,decoding,and evaluating the message.

Descriptive feedback can be based on facts or inferences.

The one best conflict management style for all situations is collaborating,a win-win approach.

Which of the following conflict management styles involves passive behavior?

An effective example of asking the listener to paraphrase is "Now tell me what you are going to do,so I can tell you where you do not understand me".

Coaching is the process of giving motivational feedback to maintain and improve performance.

____ is the process of giving motivational feedback to maintain and improve performance.

The three factors that make up the performance formula are:

Feedback should generally be given as soon as possible: