Giving Feedback and Coaching Course: Difficult conversations and documentation

1. Pergunta 1 de 16

   Which is an example of a difficult conversation at work?

   • ASharing next week's work schedule
   • BTelling the team about the new coffee machine in the break room
   • CThanking a worker for covering a shift
   • DTalking with a worker about repeated lateness
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   Resposta: D. Talking with a worker about repeated lateness

   Difficult conversations involve high stakes, strong emotions or different views, such as repeated lateness.

2. Pergunta 2 de 16

   Why is putting off a difficult conversation usually a mistake?

   • AThe person will forget what happened.
   • BMost workplace policies require it within one hour.
   • CThe problem often grows and gets harder to fix.
   • DIt means the supervisor must take a course.
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   Resposta: C. The problem often grows and gets harder to fix.

   Putting it off usually lets the problem grow.

3. Pergunta 3 de 16

   Which is the best opening for a conversation about lateness?

   • A"You know exactly why you're here today, so let's not waste time."
   • B"I've been hearing some things about you lately from the team."
   • C"I'd like to talk about the last three shifts. You were 15–20 minutes late."
   • D"So... how are things going? How is your family doing these days, anyway?"
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   Resposta: C. "I'd like to talk about the last three shifts. You were 15–20 minutes late."

   Get to the point within the first minute and state the facts.

4. Pergunta 4 de 16

   An employee tells a supervisor they are being harassed by a coworker. What should the supervisor do first?

   • AAsk the rest of the team for their opinions
   • BHandle it alone and quietly so the complaint does not spread
   • CTell the coworker to apologize right away
   • DFollow the employer's process and involve HR or a manager
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   Resposta: D. Follow the employer's process and involve HR or a manager

   Harassment complaints have set steps. Follow your employer's process and talk to HR or a manager; do not handle it alone.

5. Pergunta 5 de 16

   During a conversation, the worker becomes upset. What is a good response?

   • ARaise your voice a little so the message really gets through.
   • BTell the person to stop being so emotional.
   • CStay calm, acknowledge the feeling and offer a short break.
   • DEnd the meeting and never return to the topic.
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   Resposta: C. Stay calm, acknowledge the feeling and offer a short break.

   Stay calm, acknowledge the feeling and offer a short break if needed.

6. Pergunta 6 de 16

   Partway through, the worker starts raising complaints about coworkers. What should you do?

   • ANote them and agree to deal with them separately
   • BIgnore what they said and keep talking
   • CDrop your topic and switch to theirs
   • DArgue with each of their complaints, point by point
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   Resposta: A. Note them and agree to deal with them separately

   Stay on the issue. Note the other complaints and deal with them separately.

7. Pergunta 7 de 16

   During a performance talk, a worker mentions a health problem. What is the best response?

   • ATell the team so they understand.
   • BListen and point them to HR or other supports.
   • CSay it is not your concern at all.
   • DAsk for the details of their diagnosis and treatment.
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   Resposta: B. Listen and point them to HR or other supports.

   Do not ask about or guess at health conditions. Listen and point the person to supports such as HR or an EAP.

8. Pergunta 8 de 16

   Which detail belongs in the record of a feedback conversation?

   • AYour own opinion of the person's character and attitude
   • BRumours that other staff have shared
   • CThe date, who was present and what was agreed
   • DYour guesses about why they did it
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   Resposta: C. The date, who was present and what was agreed

   A record should be factual: date, time, place, who was present, the facts, the employee's response and what was agreed.

9. Pergunta 9 de 16

   Which line from a conversation record is written in a factual way?

   • AThe agent clearly does not like this job or the hotel's guests very much.
   • BOn Oct. 3 at 9 p.m., the agent told a guest "Read the sign" and turned away.
   • CAs usual, the agent was rude and very unprofessional with a guest that night.
   • DThe agent has a terrible attitude toward every guest who asks questions.
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   Resposta: B. On Oct. 3 at 9 p.m., the agent told a guest "Read the sign" and turned away.

   Factual records give the date, time and what was said or done, not labels or guesses.

10. Pergunta 10 de 16

    Why should you write a conversation record as if the employee will read it?

    • AIt allows you to leave out what was agreed.
    • BIt allows you to use more casual language.
    • CIt means you can include your own private opinions.
    • DThey may read it, so it must be fair and factual.
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    Resposta: D. They may read it, so it must be fair and factual.

    Employees may see their records, so keep them factual and fair.

11. Pergunta 11 de 16

    According to CCOHS, what should a worker who is being bullied record?

    • ATheir feelings about the person, without any dates or times
    • BA short summary written a few months later
    • CThe date, time, what happened, witnesses and the outcome
    • DOnly the name of the person who bullied them
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    Resposta: C. The date, time, what happened, witnesses and the outcome

    CCOHS advises keeping a factual record of the date, time and what happened, the names of witnesses and the outcome.

12. Pergunta 12 de 16

    How should records of feedback conversations be kept?

    • AOn the staff room notice board, to keep things open
    • BIn the team group chat so nothing is lost
    • COn the supervisor's personal phone
    • DSecurely, shared only with people who need to know
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    Resposta: D. Securely, shared only with people who need to know

    Keep records secure and share them only with those who need to know, following policy and privacy law.

13. Pergunta 13 de 16

    When is it right to end a difficult conversation early?

    • AWhen the person disagrees with your view of what happened that day
    • BWhen the talk goes past 10 minutes
    • CWhen the person asks you a question
    • DWhen the person becomes threatening and it is no longer safe
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    Resposta: D. When the person becomes threatening and it is no longer safe

    If it is no longer safe, end it calmly and follow your workplace violence and harassment procedures.

14. Pergunta 14 de 16

    A security supervisor found a guard asleep on post at 3 a.m. How should the conversation start?

    • AAsk the other guards what they think first
    • BSay "You know what this is about" and wait
    • CState what was seen, when, and why it matters for the site
    • DStart with 10 minutes of small talk to ease into the topic gently
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    Resposta: C. State what was seen, when, and why it matters for the site

    Get to the point with the facts and why they matter, then ask for the person's view.

15. Pergunta 15 de 16

    A coworker's strong body odour is affecting the office team. What is the best approach for the supervisor?

    • AWait and hope someone else will say something
    • BLeave an anonymous note on the person's desk
    • CMention it to the whole team at the next meeting so no one is singled out
    • DTalk privately, kindly and directly about the effect at work
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    Resposta: D. Talk privately, kindly and directly about the effect at work

    Be kind but direct about sensitive topics. Talk privately and focus on the work; anonymous notes and hints are not fair.

16. Pergunta 16 de 16

    Which is the best "agreed actions" entry for a conversation record?

    • AArrive by 6:55 a.m. each shift; check-in meeting on Oct. 15.
    • BEmployee will try harder from now on, hopefully.
    • CWe talked about it and it should be fine now.
    • DTold him to fix it, and he knows exactly what I mean by that.
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    Resposta: A. Arrive by 6:55 a.m. each shift; check-in meeting on Oct. 15.

    Agreed actions should be specific and include a follow-up date so they can be checked.

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