CIW - Trainer Edition!

RCA & The Behavior Matrix

100

This is the first step to conducting an effective Root Cause Analysis. 

What is Define the Problem?

200

This is an effective tool that provides you with more specific alternate behaviors that are aligned and customized to your program. 

What is The Behavior Matrix?

300

In this step in RCA we are looking at what else there is to consider such as lack of coaching, new hire, skill gaps, etc. 

What is Identifying Causal Factors?

SBI Feedback Model

100

This is timely and targeted, tends to be "in the moment" and targets a past action or behavior. 

What is feedback?

200

This method reduces defensiveness, promotes growth, and builds confidence. 

What is SBI?

300

True or False, SBI keeps feedback specific, focuses on actions and is timely. 

What is true?

Coaching with Purpose

100

This is a structured framework that helps guide productive, Agent centered conversations.

What is GROWTH?

200

True or False, we should do more telling than asking when applying the GROWTH framework in coaching.

What is False?

300

This is a question that we would ask at this phase in the GROWTH framework. "How will you sustain this improvement?"

What is Habit?

Goal Setting

100

This is a strategic planning technique to identify our team's strengths, weaknesses, opportunities, and threats. 

What is SWOT? or What is SWOT analysis?

200

Without _____ we have no vision for where we are going. 

What is Goals? or what is SMART Goals?

300

True or False, conducting a SWOT analysis can help us create stronger SMART goals.

What is True?