TME Day 2 Recap

Active Listening Focuses attention on the speaker

• True

• False

Select the 3 Key elements of Active listening

• Paraphrasing

• Directing the conversation

• Clarify with questions

• Acknowledging feelings/emotions

• Ignoring the speakers feelings

Why is Acknowledging feeling and emotions so important in our daily work?

• For Cultural Competence

• It is not really important

What is the purpose of Adaptive Coaching Model

• To turn the Associates into Models

• Is to move the person being coached from feeling dependent towards a more independent status

What are the 4 levels of Mastery in the ACM (Adaptive Coaching Model)

• Rookie

• Novice

• Apprentice

• Skilled

• Expert

How would you coach a Novice Associate ?

• By giving them more responsibility for decisions

• By encouraging new ideas and thoughts

• Provide Specific information and/or necessary instructions

Select 3 ways of giving Effective Feedback

• Describe the behaviour

• Feedback is direct

• Using broad statements such as "You are always rude"

• You ask for clarity once feedback is given