AFR MC1 Final Assignment

Identify the leadership type that uses a hands-off approach.

• Transformational leadership

• Laissez-faire leadership
• Democratic leadership
• Autocratic leadership

Identify the leadership type in the following situation:
"The supervisor schedules regular meetings to brainstorm and find the best solutions to the existing problems."

• Autocratic leadership
• Laissez-faire leadership
• Democratic leadership

Identify the emotional intelligence habit by the following characteristics:

"The ability to understand and validate the feelings of others"

• Empathy
• Narcissism
• Motivation

• Self-regulation

• 
  Self-awareness

What would you do in the following situation?
"An agent from your team is rude with clients on the line and is encouraging their colleagues to do the same".

• Ignore the behavior and hope it improves on its own.
• Encourage the agent to continue their approach with clients.
• 
  Praise the agent for their behavior and encourage others to do the same.

• Address the agent privately, discuss their behavior, and emphasize professionalism towards the whole team.

• Blame the clients for provoking the agent's rudeness.

Identify the characteristics of an assertive person.

(multiple choice)

• Forcing your needs or opinions onto others

• Putting your needs last to the needs of others

• Often compromising

• Frequently interrupting others

• Expressing clearly your needs and opinions

As a manager, when you are delegating responsibilities to someone, you should:

(multiple choice)

• Select a newbie to deal with the responsibilities

• Define the tasks, and provide assistance if needed

• 
  Determine the priority tasks

• Give your employees full autonomy, without checking up on them

According to the ABC Method of prioritizing tasks, under what letter do must-do activities qualify?

• A

• B

• C

• None

What information is displayed in the following chart?

• 
  Amounts spent per project for lead generation

• 
  Chargeback amounts for each project

• Profit per agent for the month of September

• 
  Profit per project for the month of September

Select the correct abbreviation for SMART goals.

• Simple

  Manageable

  Attainable

  Realistic

  Triggering

• Specific

  Multilateral

  Achievable

  Reliable

  Time-sensitive

• Specific

  Measurable

  Achievable

  Relevant

  Time-based

Select the correct definitions for "Problem" and "Risk"

(multiple choice)

• Problem

  -

  An issue that has accured and needs corrective measures.

• Risk

  -

  An issue that may accur and needs preventive measures.

• Problem

  -

  An issue that you transfer to a different department to deal with.

• Risk

  • -

  • An issue that you identify and force your agents to deal with it in their own manner.