Giving Feedback and Coaching Course: Coaching conversations with the GROW model

1. Pergunta 1 de 17

   How is coaching different from telling someone what to do?

   • ACoaching mostly asks questions so the person finds solutions.
   • BCoaching avoids talking about goals.
   • CCoaching means the supervisor steps in and does the task for them.
   • DCoaching is used only for poor performers.
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   Resposta: A. Coaching mostly asks questions so the person finds solutions.

   Coaching helps people work out how to improve by asking questions instead of giving answers.

2. Pergunta 2 de 17

   What do the letters in the GROW model stand for?

   • AGrow, Reflect, Observe, Work
   • BGuide, Review, Order, Warn
   • CGoal, Results, Orders, Wins
   • DGoal, Reality, Options, Way forward
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   Resposta: D. Goal, Reality, Options, Way forward

   GROW stands for Goal, Reality, Options and Way forward (sometimes called Will).

3. Pergunta 3 de 17

   In which GROW stage would you ask, "What would success look like?"

   • AGoal
   • BReality
   • COptions
   • DWay forward
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   Resposta: A. Goal

   The Goal stage agrees on what the person wants to achieve.

4. Pergunta 4 de 17

   In which GROW stage would you ask, "What is happening now?"

   • AGoal
   • BReality
   • COptions
   • DWay forward
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   Resposta: B. Reality

   The Reality stage explores what is happening now, with facts.

5. Pergunta 5 de 17

   In which GROW stage would you ask, "What else could you try?"

   • AGoal
   • BReality
   • COptions
   • DWay forward
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   Resposta: C. Options

   The Options stage lists possible ways forward without judging them yet.

6. Pergunta 6 de 17

   In which GROW stage would you ask, "What will you do, and by when?"

   • AGoal
   • BReality
   • COptions
   • DWay forward
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   Resposta: D. Way forward

   The Way forward stage chooses actions, sets dates and gets commitment.

7. Pergunta 7 de 17

   Which of these is an open question?

   • A"Is the schedule the problem?"
   • B"Can you finish by Friday?"
   • C"What have you tried so far?"
   • D"Did you try calling the client?"
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   Resposta: C. "What have you tried so far?"

   Open questions start with words like what or how and invite thinking. The others can be answered yes or no.

8. Pergunta 8 de 17

   When is telling and showing usually better than coaching?

   • AIn an emergency, or for a brand-new procedure
   • BWhen there is time for a conversation
   • CWhen the person has ideas about the problem
   • DWhen an experienced worker wants to improve a skill
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   Resposta: A. In an emergency, or for a brand-new procedure

   In an emergency, or when someone is new and must learn a procedure, tell and show. Coach when the person has some skill and there is time.

9. Pergunta 9 de 17

   Why might a coach ask "What led to...?" instead of "Why did you...?"

   • AIt makes the conversation end sooner.
   • B"What led to...?" is a closed question.
   • C"Why did you...?" can sound like blame.
   • DQuestions starting with "why" break most policies.
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   Resposta: C. "Why did you...?" can sound like blame.

   "What led to...?" explores the situation without sounding like an accusation.

10. Pergunta 10 de 17

    What is a leading question?

    • AThe first question in every session
    • BA question about someone's career plans
    • CA question only a team leader may ask
    • DA question that pushes a set answer
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    Resposta: D. A question that pushes a set answer

    Leading questions, like "Don't you think you should...?", hide advice and push a set answer.

11. Pergunta 11 de 17

    What should the coach do during the Options stage?

    • AReview in detail what went wrong last month
    • BSkip ahead and set the final deadline
    • CHelp list several ideas before judging any of them
    • DPick the best option for the person right away to save time
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    Resposta: C. Help list several ideas before judging any of them

    In the Options stage, list possible ways forward without judging them yet.

12. Pergunta 12 de 17

    When should a coach share their own idea?

    • AAt the very start of the session, so no time is wasted
    • BNever, even if the person asks for ideas
    • COnly in an email after the meeting
    • DAfter the person shares theirs, and with permission
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    Resposta: D. After the person shares theirs, and with permission

    Share your idea after the person has shared theirs, and ask first: "Can I suggest something?"

13. Pergunta 13 de 17

    Which Way forward action can be checked?

    • ATry harder to make every guest feel welcome.
    • BGreet every guest within 10 seconds for two weeks.
    • CWork on being friendlier with all of the guests at the desk.
    • DThink about ways to improve guest greetings.
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    Resposta: B. Greet every guest within 10 seconds for two weeks.

    A checkable action says what, by when and how you will know it worked.

14. Pergunta 14 de 17

    Why is silence useful in a coaching conversation?

    • AIt lets the coach check messages.
    • BIt signals the conversation is over.
    • CIt shows the coach is displeased.
    • DIt gives the person time to think.
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    Resposta: D. It gives the person time to think.

    Ask one question at a time, then wait. Silence gives the person time to think.

15. Pergunta 15 de 17

    During the Reality stage, a worker realizes the real problem is different from what they first thought. What should the coach do?

    • AGo back and adjust the goal
    • BJump straight to the Way forward stage
    • CKeep the original goal no matter what
    • DEnd the session and try next month
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    Resposta: A. Go back and adjust the goal

    The GROW stages can loop. If the reality is different, adjust the goal.

16. Pergunta 16 de 17

    Read the coaching conversation. Which question should the coach ask next to complete the GROW model?

    Coach: "What would you like to get out of today?"
    Raj: "I want to handle angry visitors without freezing."
    Coach: "What happens now when someone gets angry?"
    Raj: "I stop talking and call my supervisor."
    Coach: "What could you try?"
    Raj: "I could learn some calm phrases, practise with you, or read the de-escalation notes."

    • A"Which will you do first, and by when?"
    • B"Don't you think you should just stay calm?"
    • C"Why do you always freeze up?"
    • D"What would you like to get out of today?"
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    Resposta: A. "Which will you do first, and by when?"

    Goal, Reality and Options are done, so the next step is the Way forward: choose actions and set dates.

17. Pergunta 17 de 17

    What should happen after a coaching conversation?

    • AA written warning if the plan fails
    • BA new goal chosen by the coach
    • CNothing, since the plan is now set
    • DA short check-in to review progress
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    Resposta: D. A short check-in to review progress

    Book a short check-in, recognize progress, and coach again if the plan is not working.

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