Organizational Leadership

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Question 1

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"Team" members work __________ to accomplish a goal; "group" members work __________ to accomplish a goal.

Select one:

with the client / with the manager

individually / together

together / individually

with the manager / with team leads

Question 2

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A lack of regular feedback and coaching only serves to engender:

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fertile ground for problems

difficult behaviors

poor performance

negative attitudes

All of the above

Some of the above

Question 3

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A printed agreement that keeps you and your members on the same page and serves to minimize potential misunderstandings is called:

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A client interview form

A Job Description

The Two Most Important Relationship Questions

Question 4

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A system called _______ is often used to deal with under-performing or misbehaving team members.

Select one:

a position description

your standards and protocols

progressive discipline

a job description

Question 5

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Generally speaking, when a team member asks you a question to which he or she should already know the answer, you should:

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Point him/her in the right direction so they can look up the answer for themselves

Ignore the question

Go ahead and answer the question

Question 6

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Adherence to ______ reassures members that you are fair and will not dismiss anyone without a just and solid basis.

Select one:

the principle of Just Cause

the laws of the land

good interview techniques

relevant statements on your website

Question 7

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Handling unacceptable behavior promptly means:

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Immediately

At the soonest appropriate time

Within 48 hours

The next time you see the person

Whenever you feel up to it

Question 8

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If a misbehaving member is unwilling to resolve a difficult situation, you should:

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Drop the matter

Resolve it

Coach the member

Manage him or her out with Just Cause

Give him or her another chance

Question 9

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If a misbehaving member is willing to resolve a difficult situation, you should:

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drop the matter

dismiss him or her

manage him or her out with Just Cause

resolve it

Question 10

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If you want to have better team members:

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Teach them life skills

Take them to parties

Give them money

Invite only older people to join your team

Question 11

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In conversation, the person who asks the questions:

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Talks too much

Needs to listen more

Tends to dominate the conversation

Is in control of the conversation

Question 12

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Leaders strive to employ the skillful use of questions that allows members to ___________.

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wonder why the leader asks so many questions

save face and self-correct

have the last word

Question 13

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Mentoring encompasses both ______ and ______, but it goes a step further. Mentors have a ______ interest in the other person that goes beyond the typical relationship.

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training / counseling / deep

coaching / training / deep

coaching / counseling / vested

coaching / counseling / natural

Question 14

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Performing regular coaching and feedback sessions with your members:

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is like performing Preventive Maintenance

means training them to be more technically savvy

means caring enough to train them

Question 15

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Please choose the correct statement:

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Deductive Questions are short, pointed, probing, and logical questions asked in a thoughtful and deliberate manner designed to shut someone up.

Deductive Questions are short, pointed, probing, and logical questions asked in a thoughtful and deliberate manner designed to draw someone out.

Question 16

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Leaders succeed by helping others to:

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Succeed

Be better followers

Get more recognition

Save money

Question 17

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Short of a crisis or emergency, when a team member asks a question, _________ answer their question.

Select one:

never

if it is a good question, go ahead and

always

if you have the time, go ahead and

Question 18

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The communication technique used to minimize a defensive reaction in another person is called:

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Avoiding the Issue

Not Catching the Ball

Side-Stepping the Issue

Word Softeners

Question 19

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The difference between “responding” and “reacting” is: ( Choose all that apply)

Select one or more:

"Reacting” is a rational or logical approach

“Responding” is a rational or logical approach

"Responding” is an emotional approach

“Reacting” is an emotional approach

Both "reacting" and "responding" involve the same thing

Question 20

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The first step in dealing with difficult team members is:

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Handling the situation promptly

Seeking to avoid such behavior by performing regular coaching and feedback sessions

Dismissing them

Letting the behavior slide

Question 21

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The most important thing to do after asking a question is to _____.

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ask another question

walk away so the other person can think it over

stare at the other person to make them answer

answer your own question

shut up

Question 22

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The phrase, "Any attempt to control, change, undermine, or demean another person" is the definition for:

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Negativity

Gossiping

A boundary violation

Passive-Aggressive behavior

Question 23

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The Two Most Important Relationship Questions can be used for a variety of purposes including:

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When to end a relationship

When to dismiss a member

What areas of improvement a member should focus on

Which people to invite to be members

All of the above

Some of the above

Question 24

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The two rules for dealing with unacceptable behavior are: ( Choose two answers)

Select one or more:

Call him or her on it assertively—do not let it go

Put the “Burden of Proof” back on him or her by using the Art of Deductive Questioning

Refuse to let anyone get away with unacceptable behavior

Don't call him or her on it immediately--wait for some time to pass

Question 25

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When addressing a performance issue or unacceptable behavior, the discussion is not over until:

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you walk away

you decide it's over

a commitment is gained, one way or the other (yes or no)

the other person walks away

Question 26

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When conducting training, the trainer usually talks ______ the trainee.

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more than

less than

the same as

Question 27

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When doing general counseling of members, the counselor usually talks ______ the other person.

Select one:

less than

more than

the same as

Question 28

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“Managing a member out” means to:

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Do the right thing

follow your Standards and Protocols for dismissing members

Act with Just Cause

All of the above

Question 29

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“We met…; We discussed…; We agreed...” describes a method of:

Select one:

having a conversation with a member

documenting a member's behavior

meeting with a member

having a brainstorming session with members

recording a client interview

Question 30

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A sexual harasser is almost always the victim's supervisor.

Select one:

True

False

Question 31

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A victim of sexual harassment may be a woman or a man but the harasser must be of the opposite sex.

Select one:

True

False

Question 32

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Coaching primarily refers to an ongoing process of impromptu and/or scheduled training designed to enhance the skill level of team members.

Select one:

True

False

Question 33

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Counseling is a form of coaching that’s generally performed in a therapeutic or disciplinary situation.

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True

False

Question 34

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While a mutual fund NAV rises and falls with the market, a PNAV doesn't ever have to fall.

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True

False

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