Giving Feedback and Coaching Course: Recognizing good work and correcting problems

1. Pytanie 1 z 16

   What is the main purpose of positive feedback?

   • ATo take the place of fair pay
   • BTo soften criticism that comes later
   • CTo tell people what to keep doing
   • DTo end a conversation quickly
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   Odpowiedź: C. To tell people what to keep doing

   Positive feedback tells people which actions to repeat.

2. Pytanie 2 z 16

   How does CCOHS describe recognition and reward at work?

   • AEfforts are appreciated fairly and in a timely way.
   • BStaff are thanked with a cash bonus once a year only.
   • COnly workers who beat their targets are recognized.
   • DEvery worker is praised in public every day.
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   Odpowiedź: A. Efforts are appreciated fairly and in a timely way.

   CCOHS describes recognition and reward as appropriate acknowledgement and appreciation of employees' efforts in a fair and timely manner.

3. Pytanie 3 z 16

   Which is the most specific recognition?

   • A"Keep up all the good work, everyone!"
   • B"Nice shift, as always. See you tomorrow."
   • C"You checked ID on every sale tonight. Thanks."
   • D"You're a great employee, honestly."
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   Odpowiedź: C. "You checked ID on every sale tonight. Thanks."

   Specific recognition names the action, so the person knows what to keep doing.

4. Pytanie 4 z 16

   Why should supervisors recognize effort and good choices, not only results?

   • AResults are never really important in a workplace like a store.
   • BEffort is the only thing a supervisor can see.
   • CEffort is easier to measure than results.
   • DDoing everything right does not always bring a perfect result.
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   Odpowiedź: D. Doing everything right does not always bring a perfect result.

   A guard who followed the procedure exactly during a false alarm did the right thing even though nothing was wrong.

5. Pytanie 5 z 16

   What does fair recognition look like?

   • AThanking the same top performer at each meeting
   • BNoticing everyone's good work, including the night shift
   • CUsing the exact same words of praise for each person on the team
   • DRecognizing only the people who ask for it
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   Odpowiedź: B. Noticing everyone's good work, including the night shift

   Fair recognition notices everyone's good work, not only the most visible people.

6. Pytanie 6 z 16

   What is a common problem with the "feedback sandwich" (praise, problem, praise)?

   • AIt only works when written down.
   • BIt names the problem too directly.
   • CThe problem can get lost, and praise starts to feel fake.
   • DIt takes too long to say during a shift.
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   Odpowiedź: C. The problem can get lost, and praise starts to feel fake.

   People may remember only the praise and miss the problem, and over time they distrust praise.

7. Pytanie 7 z 16

   What should corrective feedback mostly focus on?

   • AHow the person compares with coworkers
   • BMaking sure the person feels punished
   • CListing every past mistake
   • DWhat needs to change from now on
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   Odpowiedź: D. What needs to change from now on

   Corrective feedback is about fixing the problem going forward, not punishing.

8. Pytanie 8 z 16

   Before correcting someone, what should a supervisor check first?

   • AWhether the topic can be avoided altogether
   • BWhether the person knew the rule and had the training
   • CWhich team members like the person least
   • DWhether the whole team should hear about it before the worker
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   Odpowiedź: B. Whether the person knew the rule and had the training

   Many problems come from unclear instructions or missing training, tools or time.

9. Pytanie 9 z 16

   Which corrective comment is clear and respectful?

   • A"Maybe someone, somewhere, could think about the fridge log?"
   • B"Why can't you be more like Sam when it comes to the fridge log?"
   • C"Wow, nice of you to finally show up and maybe log the fridge temps."
   • D"Fridge temps weren't logged today. Please log them at 8, 12 and 4."
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   Odpowiedź: D. "Fridge temps weren't logged today. Please log them at 8, 12 and 4."

   It states the problem and the expected action calmly, without sarcasm, hints or comparisons.

10. Pytanie 10 z 16

    According to CCOHS, which of these is a reasonable management action rather than bullying?

    • AShouting insults at a worker in front of other staff members
    • BGiving constructive feedback about work-related behaviour
    • CLeaving one worker out of team events on purpose
    • DSpreading rumours about a worker's private life
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    Odpowiedź: B. Giving constructive feedback about work-related behaviour

    CCOHS notes that constructive feedback, guidance or advice about work-related behaviour is not considered bullying.

11. Pytanie 11 z 16

    A supervisor says to the team, "Some people might want to count the till more carefully." Why is this a weak way to correct one cashier?

    • AThe cashier may not realize it is about them.
    • BIt gives far too many details.
    • CIt is much too direct for most people.
    • DIt names the cashier too clearly.
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    Odpowiedź: A. The cashier may not realize it is about them.

    Hints are often missed. Corrective feedback should be clear and given privately to the person.

12. Pytanie 12 z 16

    Cashier Ana stayed with a lost child near the exit and called the manager. The parent was found in minutes. What is the best recognition?

    • ATell Ana she was lucky the parent came back so fast
    • BGive the whole team a general thank-you at the next meeting
    • CWait and mention it at Ana's next annual review
    • DThank Ana for staying with the child and calling for help
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    Odpowiedź: D. Thank Ana for staying with the child and calling for help

    Good recognition is specific and timely: it names what Ana did and why it mattered.

13. Pytanie 13 z 16

    Which sign shows that praise is sincere?

    • AIt uses the same words for everyone.
    • BIt is followed right away by a criticism.
    • CIt uses as many positive words as possible.
    • DIt names a real action the person did.
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    Odpowiedź: D. It names a real action the person did.

    Sincere praise names a real action. Copy-paste praise loses its value.

14. Pytanie 14 z 16

    A server forgot to note a guest's allergy twice this week. What is the best first step for the manager?

    • AWait to see whether it happens a third time before acting.
    • BMeet privately, describe both orders and ask what got in the way.
    • CMove the server to dishwashing without any explanation.
    • DName the server at the pre-shift meeting as a warning to the others.
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    Odpowiedź: B. Meet privately, describe both orders and ask what got in the way.

    Correct soon and in private: describe the facts, explain the risk and ask for the person's view.

15. Pytanie 15 z 16

    A guard's patrol reports have been complete and on time for two weeks, and one helped a client's insurance claim. What makes recognition most useful here?

    • ASaying what was good about the reports and the effect it had
    • BMentioning it only to the client, not to the guard
    • CSaying "nice reports" quickly in passing
    • DWaiting for a problem to come up so praise and criticism balance
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    Odpowiedź: A. Saying what was good about the reports and the effect it had

    Naming the action and its effect tells the guard exactly what to keep doing.

16. Pytanie 16 z 16

    At every team meeting, a store supervisor praises only the fastest cashiers. Accuracy and customer care are never mentioned. What is the main risk?

    • AFast cashiers will start slowing down on purpose to avoid attention.
    • BCustomers will hear about the meetings.
    • CThe recognition will become far too specific.
    • DStaff may learn that speed matters more than accuracy and care.
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    Odpowiedź: D. Staff may learn that speed matters more than accuracy and care.

    What you recognize shows what matters. Praising only speed can teach people that accuracy and care matter less.

Klawiatura: 1–4, aby odpowiedzieć, Enter – następne pytanie.