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WorksheetsCore-Abilities Lvl3 M03- Trial 1
Total questions: 20
Worksheet time: 3600secs
What is counselling?
Put themselves into the counsellor shoe
Counselling only can be done by professional
Counselling help people to explore feelings and emotion
Counsellor should be listened with sympathy and empathy
What is a good practice in counselling process?
More talking than listening
More listening than talking
Don’t be firm to your decision
Ask only yes or no answer question
What are the characteristic to be a counsellor?
Be a role model
Trusty and committed
Have emotion intelligent
Control client emotion
What are the leadership responsibility?
The task of a leader is to bring about constructive and necessary change
The process of directing the behaviour of others toward the accomplishment of some common objectives.
The power to determine, adjudicate, or otherwise settle issues or disputes the right to control, command, or determine.
The state or fact of being responsible, answerable, or accountable for something within one's power, control or management
Which one is an examples of the attitude of a group leader responsibilities?
Ensures team celebrates failures.
Not encouraging fair play with team rules.
Works with leadership on development of team charter, goals and team expectations
Negotiates with leadership to gain low level commitment for necessary team resources
What is leadership?
Honest
Empower people
Set example
Does not have faith in people
Efforts from group leader are to ensure that there is a team with strong ________ among employees working objectives.
Ability
Trust
Relationship
Cooperation
What is team work?
A group of leaders
Unabilities to communicate with the others on the team.
Unwillingness of a group of people to work together to achieve a common aim.
Team work is cooperative or coordinated effort on the part of a group of persons acting together as a team or in the interests of a common cause.
Which one of the following roles is most likely to prevent complacency and group think?
Listener
Mediator
Challenger
People Supporter
What is a major contributor to the Gatekeeper role?
Screen new members for the group.
Challenge the thinking of the group.
Spark the creativity of group members.
Bring about a balanced contribution by group members
What is the cornerstone attitude of an outstanding team player?
Trust team members.
Aspire to be the team leader
Have competitive attitudes toward other groups.
Make sure he or she gets individual recognition.
What are the 3 tools in reducing ‘unnecessary conflicts’?
Team work, identifying clients need & counseling
Stress management, cultural identification and honesty
Motivational skills, administration skills and attention to details
Basic stress management, Cultural awareness & motivational skills
What are the 3 aspect we need to practice Cultural Awareness?
Listen, talk and discuss
Understand, listen and ignore
Avoid, self-preserving and work alone
Understand, appreciate and considerate
How many steps are there to reduce overall stress levels at work place?
6
5
7
10
What is seen as key performance indicator within business?
Client need
Client interest
Client expectation
Client satisfaction
What are perceived as offering good client service?
Companies which spend much time worrying about client service and meet customer expectation consistently
Companies which spend much time worrying about client service and relatively meet customer expectation
Companies which don’t spend much time worrying about client service and meet customer expectation inconsistently
Companies which don’t spend much time worrying about client service but manage to meet customer expectation consistently
The following are benefits that can be obtained from understanding client expectations except
Clear communication
It can help one resolve customer complaints
It enables employees to focus on fulfilling clients’ expectations
It gives one the opportunity to exceed expectations and create raving Advocates
Which are the ways to monitor behaviour?
Proposal
Feedback
Observation
Report back
Which aspect is not evaluated under vocational competence?
Ability
Knowledge
Personal development
Co-operation skills
Commitment to work and colleagues/co-workers, evaluated with reference to such factors except
how the employee adheres to mutually agreed practices
how the employee participates in improving the workplace
the extent of the employee’s involvement in discharging university community functions
how the employee co-operates at the workplace, and with external parties and stakeholders
