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

1. Pergunta 1 de 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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   Resposta: C. To tell people what to keep doing

   Positive feedback tells people which actions to repeat.

2. Pergunta 2 de 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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   Resposta: 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. Pergunta 3 de 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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   Resposta: C. "You checked ID on every sale tonight. Thanks."

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

4. Pergunta 4 de 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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   Resposta: 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. Pergunta 5 de 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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   Resposta: B. Noticing everyone's good work, including the night shift

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

6. Pergunta 6 de 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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   Resposta: 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. Pergunta 7 de 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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   Resposta: D. What needs to change from now on

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

8. Pergunta 8 de 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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   Resposta: B. Whether the person knew the rule and had the training

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

9. Pergunta 9 de 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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   Resposta: 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. Pergunta 10 de 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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    Resposta: 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. Pergunta 11 de 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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    Resposta: 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. Pergunta 12 de 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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    Resposta: 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. Pergunta 13 de 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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    Resposta: D. It names a real action the person did.

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

14. Pergunta 14 de 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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    Resposta: 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. Pergunta 15 de 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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    Resposta: 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. Pergunta 16 de 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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    Resposta: 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.

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