Planning & Organizing
What is the process of planning and exercising conscious control over the amount of time spent on activities
Time management
What is the first step in solving a problem?
In the SBI Model of feedback, what does B stand for?
Behaviour
Name the challenges in People Management
Lack of trust
Differing personalities of team members
What tool can you use to empathise with customers?
Empathy map
You are dealing with a crisis situation at work when your Head of Department calls you to tell you he wants to discuss the future strategy for your team.
Which of the following task should be prioritized?
The crisis situation should be dealt with first.
In order to define the problem effectively, which framework is used?
Situation-Complication-Question Framework (SCQ)
Functional element
Behavioral element
What are 2 important aspects of successfully managing customers?
Ability to empathize with your customers
Ability to understand your customers
True or False?
If you want something done right, do it yourself.
False
Which technique can be used to effectively diagnose the problem?
Fishbone Diagram
Name any 3 rules for feedback sharing as discussed by Brown & Leigh.
Timely
Selective
Balanced
Suggestions rather than Prescriptions
Descriptive
Directed towards behaviour that can be changed
Specific or focussed
Observe the actions
Apply GROW model
Follow up
In order to understand your customer better, which 2 techniques can be used?
Active Listening
Powerful Questioning
Which is one of the key pre-requisite for effective time management?
Awareness of time as a valuable resource
Which method is used to select the appropriate solution after brainstorming for alternatives?
MULTI-CRITERIA DECISION MAKING (MCDM)
In order to manage a pessimistic reaction to feedback, what can be done?
Let the person know that the feedback is designed to help them achieve their goals
Make an effort to involve the person in development planning
Why is coaching important?
Strengthens employee skills
Improves retention
Develops a high-performance culture
Provides direction and open up possibilities
Which are 6 sections in an empathy map?
Think & Feel
Hear
See
Say & Do
Pain
Gain
Name any Time Management Style
The Fireman
The Over Committers
The Laid back Persona
The Chatty Kathy
The Perfectionists
Anchoring Bias
Confirmation Bias
Framing Bias
Saliency Bias
Champion Bias
In order to manage antagonistic reaction to feedback, what can you do?
Listen to the person’s feelings and attempt to calm the person
Explain that the purpose of the feedback is to assist them in their development
Name the characteristics of an Effective Team
Has a unity of purpose
Disagreement is viewed as good
Criticism is frequent and constructive
Individuals don’t involve in the blame game
Feedback on performance is two way and constant
Mistakes are viewed as learning opportunities
Name the 7 Cs of Customer Focus Attitude
Caring
Confident
Considerate
Committed
Creative
Controlled
Contagious