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WorksheetsCoaching Program
Total questions: 27
Worksheet time: 7hrs 45mins
Which situations offer opportunities to employ emotional intelligence?
The organization's latest advertising campaign – featuring a minor celebrity – is unveiled
Sales data for the previous month is published in the organization's monthly newsletter
The organization announces a plan for restructuring
Representatives from three different departments meet to agree on a three-year strategic plan
Initiatives for employees to embrace productivity improvement measures are announced
A team of specialists and representatives is working on a plan to overhaul the organization's IT system. Which examples of behavior demonstrate that the team has emotional intelligence?
The smooth and efficient transition to the new IT system is the overriding objective of the team
There's an appreciation of the networking opportunity that each team member has been given
There's evident admiration and fondness between team members
There's an understanding of the need to look ahead and anticipate problems wherever possible
There's recognition and respect for the importance of the task that the team has been handed
Which examples show efforts to influence or engage in an emotionally intelligent way?
When colleagues make a proposal that Mike disagrees with, he presents statistics to prove his point
Before introducing new workflow rules, Raul thinks about how his team will react to the change
Oksana tells her employees that they must increase productivity within a month
When assigning roles on a new project, Helen considers her team members' personal goals
Henry believes it's important that his employees trust him, while also respecting his authority
A senior manager criticizes your colleague and refuses to approve funding for one of his projects. Your colleague is very upset. What is the best way to counsel your colleague in this conflict?
Empathize with your colleague and assure him that it's understandable that he's upset. Urge him to take a moment to compose himself, and then suggest this means he can focus exclusively on his other projects.
Urge your colleague to take a deep breath to maintain composure despite being annoyed over how he has been treated. Remind him that the senior manager has a reputation for favoring friends' projects, so he shouldn't take it personally.
Demonstrate solidarity with your colleague by dismissing the senior manager's judgement. Try to help your colleague see the potential positives in this development by pointing out that he'll have more time for other projects.
One of your colleagues is feeling stressed after a meeting with a client went badly. She thinks she might even lose the client. What advice can you give her to help her deal with her stress?
Tell her that before she calls the client to smooth things over, she should first take a few deep breaths to help her gain a better perspective on what went wrong at the meeting
Advise her to name the source of her stress – that the client is just a very difficult person to deal with and that it's nearly impossible to meet all of his demands
Recommend that she talk to some of the other managers about how difficult this client is, so that she doesn't feel so bad about losing him
You've just reviewed a sales presentation created by a new colleague. You think she has omitted some important information, which severely weakens her pitch. You call your colleague to suggest she include this information, and to explain the possible business ramifications of not doing so. What is the primary intention of your communication?
To exchange ideas about what she did wrong
To inform her of your opinion
To give her your feedback on her work
To try to influence her to make a change
Your team lead tells you that your project has been scrapped on the advice of your coworker. You see the coworker talking on the phone at her desk. How do you approach her while managing your emotions?
You take five minutes to compose yourself, while also waiting for her to finish her phone call
You recognize that you're extremely angry and realize that you might not be in the best frame of mind to react appropriately
You express your irritation with her while she is still busy on the call
You approach her with confidence and silently gesture for her to end her phone conversation
Your assistant shredded some important financial reports without realizing it. You know he'll be upset when you tell him about the error.
How can you adapt your communication to the emotions of your audience?
You speak to him directly and are firm with him, even when he appears panicky and shaky
You reassure him by saying that you know it was just a mistake and that you're only bringing it to his attention to make sure that it doesn't happen again
You ignore the incident and decide to just make an extra copy of all the reports from now on
You've finally lost patience with a coworker who routinely produces error-ridden work. It's particularly frustrating that other employees, including you, are often left with the task of correcting her work after she has gone home for the day. Deciding that it's time to address this, you catch up with her in the corridor and tell her exactly what you think.
Which description of body language and tone of voice would be most likely to build trust and elicit a positive response from your colleague?
Acknowledge the delicacy of the situation by speaking in a low whisper and avoiding eye contact when speaking so as not to be confrontational
Calmly explain the impact her behavior is having on others, speaking in a friendly but serious tone and looking her directly in the eye
Emphasize just how unacceptable her behavior is by speaking in a forceful tone while maintaining a stern look and direct eye contact
While smiling and maintaining an otherwise relaxed demeanor, explain the unacceptability of her behavior in a loud and authoritative voice
What are two types of questions that you can employ to help you strengthen your communication?
Socio-political question to learn the other person's opinions
Connecting questions to help build a personal rapport
Clarifying questions to aid understanding
Invasive questions to help uncover personal details
Your manager wants your help on a new project, but you're already facing a deadline at the end of the week.
What four ways can you be assertive in telling her no without being aggressive?
Check that your body language isn't aggressive or defensive
Ask your manager if you can start helping out once you've met your current deadline and have more free time
Tell your manager that you know the new project is important
Tell your manager "no" outright
Avoid your manager until you've met your deadline
You're about to have an early morning meeting with a new client, Rashida.
What three things can you do to help make a connection with Rashida?
Eliminate misunderstandings as soon as possible
Greet her with a smile and maintain eye contact during the meeting
Ask questions to show you're listening and interested
Offer Rashida some coffee, saying that you need a cup yourself to wake up for early meetings
Finish the meeting as soon as possible, without dragging points out
You're doing a project with a coworker, Kirby, who you don't know well and you want to build rapport.
What four ways can you use to help demonstrate interest during your conversations?
Ask questions about Kirby's interests
Look out for opportunities to connect, like waiting time before a meeting
Listen patiently to what Kirby is saying
Check Kirby's social media profile to get a better idea of what he's interested in
Ask as many personal questions as you can
What are some examples of techniques for developing self-perception?
Being curious about yourself
Observing changes and trends in the organization
Asking why you don't have good organizational skills
Recording your reactions and thoughts
Observing your own responses as someone else would
Why is emotional intelligence important in the workplace?
A leader's empathy often generates a mutual appreciation and sense of inclusivity
Emotional intelligence allows managers to give in to the demands of their teams
By controlling their own emotions, leaders can avoid disruptive emotions and create an accepting working environment
Managers can use emotional intelligence to motivate their team members
By being aware of other people’s emotions, leaders can anticipate their responses
What are the benefits of a receptive mindset when heading into a conversation?
Gives you greater control of your emotions and nonverbal signals
Helps you recognize when you're making assumptions that could lead to misunderstandings
Makes you more open to learning new things
Eliminates any misunderstandings that may occur during communication
Helps you understand an issue from the other person's point of view
Brian works as an accountant at a retail company and is discussing an invoicing issue with a recently hired office clerk, Nikki.
Which words and nonverbal signals could Nikki use to show that she is receptive to the conversation?
Let her face show her displeasure so that Brian can soften the message accordingly.
Say, "Tell me how I can apply automatic discounting the next time I'm doing the invoices."
Say, "I'm curious how we didn't spot the error before. Can you tell me more about it?"
Sit down in a comfortable position and incline toward Brian.
Nod during the conversation as Brian explains the issue.
You're an editor for an online magazine that reports on emerging technologies. One of your assistants has been researching possible topics for the features section and you have a number of questions you'd like to ask about his suggestions.
What are appropriate questions to ask to improve your understanding of his research?
"How could you possibly think people are interested in printer cartridges?"
"How do you think these topics will boost our online readership?"
"What criteria did you base your content research on?
"How many weeks worth of content have you got so far?"
Why are most of the topics related to smartphones?"
You're attending a meeting to discuss the cybersecurity measures your company needs to implement to safeguard client data. You have some ideas you'd like to run by the group, but your colleague is speaking first about the need for incremental backups every night.
Which dialog examples demonstrate effective listening skills in this situation?
"Every night? Wouldn't that be very time consuming? Software for preventing data leaks might be easier”
"Stop there. We've heard this before. As far as I'm concerned, software for preventing data leaks is top priority."
"That's a good point. Give us more detail about where we should be backing up the data."
"That reminds me of a company I used to work for. They lost client data because they didn't back up every night."
"I like your idea. So would the data be backed up automatically?"
Identify examples of the characteristics of emotional awareness.
Rob is frustrated that his new coworker Fiona is having a hard time learning her new job, but he tries to be patient because he knows she'll learn quickly and in a few weeks will be a strong team member.
In a discussion with a client, Shelley says "I'm hearing that you aren't satisfied with our level of customer service. Is that accurate?"
Chad has been at his new job for over a month and it's not getting any easier. He tells his manager he doesn't think he'll ever learn how to excel in his role.
John is having an intense conversation on his cell phone, but Loretta interrupts him because she can't seem to get in touch with him any other time.
Which examples demonstrate effective ways to make contact with and observe a speaker while actively listening?
You approach a coworker who looks upset and say "Excuse me, what's your name again? You seem upset."
As a coworker tells you about how he fixed a mistake he made on a report, you notice that he keeps his hand over his face the whole time.
A colleague seems stressed but maintains an open stance while explaining her problem to you. You adopt a similar stance as you listen.
You notice a coworker seems distracted, so you use lots of hand gestures to help you communicate with him.
One of the team leads, Parker, is anxious and nervous looking. You walk up to her and ask "Is everything OK, Parker?"
You learn that one of your colleagues has just lost a potentially huge account with a client. He's very disappointed.
What are appropriate ways to respond to him with empathy?
You want to encourage him, so you say "Don't worry. You'll get another big account soon, you'll see!"
You feel like he shouldn't be too upset because he's still one of the leading account execs, but you know that he takes rejection very personally. You tell him that you understand his disappointment.
You say "I'm hearing that you're frustrated about all the work you put into winning that account. Am I right?" You want to make sure you're understanding what the biggest issue is for him.
You think he shouldn't be upset, since he recently won three new accounts. You say "I can't believe you're so upset. I wish I could be as great with clients as you are!"
You say "I'm here for you anytime you need to talk. Is there anything I can do to help?"
Which examples demonstrate effective ways to acknowledge and affirm what a speaker is saying while actively listening?
Sam makes an embarrassing mistake at meeting. Later, you approach him and say "Don't worry, everyone will have forgotten about it by tomorrow."
Your coworker Peyton looks frustrated. You ask her what the problem is, put down the tablet you're carrying, and make eye contact as she explains the issue.
You listen intently as John tells you why he's feeling flustered. You occasionally say "OK" to acknowledge his feelings.
As Kate describes why she's angry about a new schedule, you nod and say "You're saying that you weren't consulted about the schedule change?"
Before Raul starts explaining why he's feeling so nervous to you, you make sure to switch off your computer screen.
Nasreen is angry because the office is noisy and often has loud music playing. How can she manage her anger using an emotional response?
She turns off the music system
She reminds herself that the music is not being played deliberately to annoy her
She closes her eyes and counts to ten when she starts to feel angry
She does nothing about the situation
She orders noise-canceling headphones for herself
Alden is feeling angry about his recent unsuccessful applications for promotion. How can he manage his anger using an intellectual response?
He tells the head of Human Resources that he'll leave the company if he isn't promoted
He makes notes on how he feels and considers potential solutions before meeting the head of Human Resources to express his feelings of anger
He determines that he's angry because he doesn't understand why he hasn't been promoted
He calmly explains his emotional reaction to not being promoted to the head of Human Resources
He complains that no one at his company ever takes him seriously or appreciates his work
Alexi is meeting Shaundra to talk about her angry tantrum during a team meeting yesterday. Which strategies for dealing with an angry person does Alexi perform effectively?
When he finds himself becoming angered by Shaundra's aggressive manner, Alexi excuses himself from the meeting
He calmly and politely asks Shaundra to explain what led to her losing her temper
He explains to Shaundra that she can challenge - and even criticize - colleagues, but she must always remain calm and polite
He makes it clear to Shaundra that she'll be dismissed if there's ever a repeat of her behavior
Carl is taking a lot of abuse from his colleagues. He's angry that he's been hired to do a job that no one seems to want him to do. What are the most likely root causes of Carl's anger?
Hierarchical relationships
Dissatisfaction with the system
Hindered goals
Unequal treatment
