ICPM 2 - Chapter 7

__________ is one-on-one coaching that is an effective tools for recruiting, developing, and retaining an organisation’s employees and leaders.

• Organisational coaching

• Leadership coaching

• Executive coaching

• Team coaching

• Management coaching

Terry was very surprised when Pat came to him and stated that there was a problem with the current week’s productivity level. He was surprised because his productive levels had been the same for the past five months. The problem with Pat’s feedback is that it was not __________.

• Timely

• Documentable

• Nonpersonal

• Valid

• Purposeful

Which supportive behaviouur demonstrates a coach’s willingness to

understand before trying to be understood?

• Passive

• Verbal

• Aggressive

• Active

• Tangible

__________ is one-to-many coaching that is an effective tool for enhancing team dynamics by presenting new insights to many employees at once.

• Organisational coaching

• Leadership coaching

• Executive coaching

• Team coaching

• Management coaching

Effective coaches who have high personal standards, are able to develop mutual relationships, are trustworthy, and are willing to share their wisdom possess which of the following successful characteristics of

coaches?

• Personal level of caring

• Responsibility and accountability

• Good communication skills

• Honesty and trustworthiness

• A desire to bring out the best in others’ performance

Requesting feedback too frequently does which of the following?

• Demonstrates lack of commitment to improve.

• Helps in understanding blind spots.

• Reinforces positive and effective behaviors.

• Implies lack of confidence in your abilities.

• Illustrates your understanding of the feedback process.

At Orbit Tours Inc., the customer service team evaluates is progress by

tracking the ratings given by customers in customer satisfaction surveys.

The source of such feedback is said to be which of the following?

• Self

• Stakeholders

• Task itself

• Customers

• Organisation itself

When coaching an employee on career advancement, Pam made

statements that offered help, resources, and links to other people and

information. Which supportive behaviour did Pam use?

• Verbal

• Tangible

• Active

• Aggressive

• Passive

Stan, Mark’s manager, informs him that he has heard that Mark has been

coming in late to work quite often. The problem with Stan’s feedback is that

it was not _________.

• Specific

• Documented

• Timely

• Valid

• Purposeful

Which of the following is a benefit of giving feedback?

• Builds our confidence by reinforcing our strengths.

• Provides corrective action of ineffective or problematic behaviours.

• Demonstrates our commitment to improve.

• Directs us toward areas needing improvement

• Shows our commitment to continued service in an organisation.