Coaching and Counseling

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  1. Coaching is applying good __________ and _________ techniques to the work setting.
    communication and training
  2. The technique of coaching goes beyond issuing orders to your employees--it involves helping them ________ and _______ to the best of their abilities
    learn and develop
  3. Counseling is a ________ frequently used skill.
  4. If you sense that one of your workers is personally troubled, unhappy in the job, or just not performing up to standards, some _________ may be in order.
  5. ___________ is helping your workers learn and do their jobs to the best of their abilities.
  6. On the job trainig in basic job skills, subtle motivation by which you encourage your employees, help refine job skills, increase their job efficency are examples of __________.
  7. A good supervisory coach _____ team members, knows their ____, and is able to bring out the _______ in them.
    • observes
    • abilities
    • best
  8. A supervisory coach knows when to
    • lead employees
    • push them
    • leave them alone
  9. Great coaches are known for their ____ building, their ________, their ______, their ___________, their _______, their _________, and their ___________
    • team
    • teaching
    • planning
    • perception
    • empathy
    • strategies
    • leadership
  10. The essence of coaching is helping a ________ of people to learn to perform as a _________
    • group
    • team
  11. Coaches fail beause they can't translate their _________ and _____ into __________ by their players.
    • ideas
    • plans
    • actions
  12. Players respond to coaches who show __________ in them.
  13. The great coach assumes responsibility for _________ the players the _____ they need, and for __________ the players to __________.
    • teaching
    • skills
    • encouraging
    • excel
  14. The supervisor must direct the ______ work and that of ___________, yet still have a vision of ___________, the goals of the department must be ____________.
    • individual's
    • crew or team
    • big picture
    • accomplished
  15. It is the job of the effective supervisory coach to ______ with human demands and to _________ commitment among employees.
    • cope
    • inspire
  16. It is important to remember that ____________ coaching action swill almost certainly produce ___________ reactions among your employees.
    • different
    • different
  17. Knowing the induvidual, _________, and knowing which of your coaching actions will be perceived by the employee as ____________ or _____________ is a very important aspect of coaching.
    • his or her needs
    • a reward
    • as a punishment
  18. Different people and different situations require ___________ coaching actions.
  19. Successful coaching supervisors treat employees as _____________ who can help find __________.
    • responsible adults
    • solutions to problems
  20. The coach must take a close look at each person and try to figure out:
    • how can I get across to this person what I want done?
    • how can I bring out this person's best work efforts?
    • Constantly evaluate
  21. __________ and _________ are the most effective coaching tools.
    • Praise
    • encouragement
  22. It is the supervisory coach's responsibility to observe which workers need ________ and which workers may respond better to _________.
    • praise
    • criticism
  23. A person must possess a __________ before criticism can stimulate desired behavior. Most people want to __________ and want to be told if ____________.
    • a very good self-image
    • know how they are doing
    • they are not doing the job right
  24. Provide your employees with ___________--employees will respond favorably when they feel they are being supported
    positive encouragement
  25. When you have to criticize, focus on _________, not the individual's personality.
    the mistake or the problem
  26. Give your employees both ____________ and ___________ _________--they want and expect information about their performance. It will help them develop and become better at what they do.
    positive and negative feedback
  27. Build and maintain _________________ with your employees--there is no substitute for face to face contact.
    strong relationships
  28. Confront employees with ______ in their performance. Be honest with them about your feelings when their ______________. A constructive attitude and sincere desire to help will help your poor performers.
    • problems
    • behavior is unacceptable
  29. Use _________ listening skills.
  30. ___________ more than you talk.
  31. Coaching actions that cause negative reactions and render you ineffective as a supervisor:
    • threatening
    • commanding
    • attacking
    • moralizing
    • ridiculing or shaming
    • blaming
  32. You need to assume the role of coach when a member of your work team ____________, _____________, or ____________.
    • does not know how to do an assigned task
    • performs the task incorrectly
    • does not perform to prescribed standards
  33. Elements of a plan follow:
    • let employees know what is expected of them by setting standards and clearly defining job responsibilities
    • let employees know how they are doing thru positive and negative feedback
    • mutually develop a plan for improvement
    • give or withhold rewards based on employee performance
  34. _____________ is another application of good communication principles that you can use on the job.
  35. Counseling skills can help you _____________ your employees and build a positive _____________ with them.
    • develop
    • relationship
  36. _____________ is a face-to-face communication or interview that can be used in a wide range of situations: for performance appraisal, for work progress review, for dealing with employees with personal problems, and for addressing employee performance problems.
  37. Essence of counseling
    • help your employee identify a problem
    • help your employee figure out alternative ways to deal with the problem
    • help your employee to arrive at a solution to the problem or a decision on what needs to be done
    • hold your employee accoutable and responsible for the decision
  38. You must resist __________.
    being judgemental
  39. When __________, you direct the activities or others, while in your role as a supervisory _____________, you act as a reporter, an observer, someone who can help the employee to help himself or herself and to manage his or her own life better, without directing how he or she should manage--that needs to come from the individual.
    • coaching
    • counselor
  40. Empathy, caring, questioning, listening, understanding, and responding helpfully are ________ skills
  41. A supervisor who is _______ is not only aware of how an individual worker feels, but is also able to feel the same way.
  42. Empathy is importatnt skil to have because empathy can propel you to find a _________ solution to a problem. Empathy also enhances you ability to treat the members of your work team as ______ human beings.
    • creative
    • significant
  43. The 1st step in developing empathy is to _______ your own prejudgments and assessmentas about situations, because they can affect your objectivity.
  44. Steps of Empathy
    • Set aside your feelings to free your self to feel the way someone else might
    • Actively listen to your employees--ask open ended ?'s
    • Accept the employee's feelings and perceptions (not necessarily agree)
  45. ___________, or taking an interest in the work-is any behavior on the supervisor's part that lets the worker know the supervisor respects him or her as an individual with rights, feelings, values, and a life outside the work setting.
  46. Asking a worker to relate their side of the story to you when there has been a work place violation is an example of _______ .
  47. _____ also means respecting the workers.
  48. __________ is listening to your workers and attempting to understand their viewpoints; is treating all employees fairly; and is accepting people who are different from you.
  49. An attitude of ______ and _________ for people as they are is essential ifyou are to be effective as a councelor.
    • acceptance
    • respect
  50. Appropriate listening responses
    • Facing the employee and eye contact
    • Gently nod your head
    • Make caual remarks such as "I see" or "Mmmmm"
  51. Important aspects of questioning are the ______ of your voice and _________ of your question itself; these aspects often influence the attitude and responses of the employee.
    • tone
    • phrasing
  52. The _________________ approach appeals to a person's sense of responsibility and maturity.
  53. Listening to a worker and trying to undertand what they have to say is a visible demonstration of your _____ and _________ for that person.
    • caring
    • respect
  54. ___________ is putting yourself in the other person's shoes, seeing the problem or situation from the other person's point of view.
  55. _____________ is feeling with an employee.
  56. A person reacts to a situation according to their own beliefs, attitudes and _____________.
    past experiences
  57. Responding _________ is any action the supervisor takes to help a worker with a ptoblem.
  58. In most cases you cannot force an employee to seek help, your role as a supervisor is to:
    • confront the employee with the problem and who you see it affecting their work
    • adivse the employee of possible consequences
    • recommend that you work together to see that they get help
  59. If you are involved in a counseling relationship with a worker, you are __________ ____ to keep all your communications confidential.
    ethically bound
  60. Two exceptions to the confidentiality of counseling
    • case referral of a worker for professional help (must ask employee's permission)
    • in the case of a worker who is a danger to self or others
Card Set:
Coaching and Counseling
2012-04-11 04:53:10
Senior CSA Test

Chpt. 10 Coaching and Counseling
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