Giving Feedback and Coaching Course: Timing, setting and two-way delivery

1. Fråga 1 av 16

   When does feedback usually work best?

   • AOnly at the yearly performance review
   • BAfter several months, once a pattern is proven
   • CSoon after the event, while details are fresh
   • DWhenever the supervisor has spare time
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   Svar: C. Soon after the event, while details are fresh

   Feedback works best soon after the event, while people still remember the details.

2. Fråga 2 av 16

   Where should corrective feedback usually be given?

   • AAt the team meeting, so everyone can learn
   • BIn private, away from coworkers and customers
   • CAt the counter, right in front of customers
   • DIn the team group chat, so there is a written record
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   Svar: B. In private, away from coworkers and customers

   Correct in private. Public correction embarrasses people and makes them defensive.

3. Fråga 3 av 16

   A cashier made a mistake and is very upset. What is often best?

   • AMention it at the next yearly review
   • BWait until they are calmer, later that shift or next day
   • CGive detailed feedback right away while they are still upset
   • DAsk a coworker to give the feedback instead
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   Svar: B. Wait until they are calmer, later that shift or next day

   Let strong emotions cool first, but still give the feedback soon.

4. Fråga 4 av 16

   When should a supervisor step in right away, even if others are around?

   • AWhen the supervisor feels annoyed with the worker
   • BWhen an email to a client has a small spelling error in it
   • CWhen someone is about to get hurt or put others at risk
   • DWhen a worker arrives two minutes late
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   Svar: C. When someone is about to get hurt or put others at risk

   Safety is the exception: step in right away, calmly, and talk in private later.

5. Fråga 5 av 16

   Which question best makes a feedback conversation two-way?

   • A"What happened from your side?"
   • B"Do you agree that you were wrong?"
   • C"You know what I'm going to say, right?"
   • D"Can we keep this quick?"
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   Svar: A. "What happened from your side?"

   An open question invites the person to share their view.

6. Fråga 6 av 16

   What is the best way to check that a person understood the next steps?

   • AAsk them to explain the plan in their own words.
   • BAsk, "Do you understand?"
   • CEmail the plan to them and assume they will read it.
   • DRepeat the plan two more times yourself.
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   Svar: A. Ask them to explain the plan in their own words.

   Hearing the plan in their own words shows whether they really understood.

7. Fråga 7 av 16

   Why is "Do you understand?" a weak way to check understanding?

   • AIt makes the conversation far too long.
   • BIt is too personal for a work conversation.
   • CPeople nearly always say "yes", even when unsure.
   • DClosed questions are never allowed at work.
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   Svar: C. People nearly always say "yes", even when unsure.

   Most people answer yes to avoid looking confused, so the question does not show what they understood.

8. Fråga 8 av 16

   A team member dislikes public attention. How should you give them positive feedback?

   • APrivately or in a note, if that is what they prefer
   • BOnly by asking coworkers to pass it on
   • CNot at all, so they are not uncomfortable
   • DLoudly in front of the whole team, to build their confidence
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   Svar: A. Privately or in a note, if that is what they prefer

   Positive feedback should suit the person. A private word or note can mean just as much.

9. Fråga 9 av 16

   A mobile patrol supervisor must discuss a serious complaint with a guard who works nights at another site. Which channel is best?

   • AA phone or video call, or an in-person meeting
   • BA note left on the guard's patrol vehicle
   • CA short text message during the guard's shift
   • DA comment in the patrol app that everyone can see
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   Svar: A. A phone or video call, or an in-person meeting

   Use a call or meet in person for serious topics. Texts are easy to misread, and shared apps are not private.

10. Fråga 10 av 16

    Which action is part of listening to understand?

    • AChecking your phone to seem relaxed
    • BFinishing the person's sentences for them
    • CSumming up what you heard and checking it
    • DPlanning your reply while the person talks
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    Svar: C. Summing up what you heard and checking it

    Summing up and checking shows you listened and catches misunderstandings.

11. Fråga 11 av 16

    Which step is part of preparing for a feedback conversation?

    • AWriting a long script to read word for word
    • BGetting the facts and choosing one or two main points
    • CDeciding on the outcome before you hear their side of it
    • DAsking other staff what they think of the person
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    Svar: B. Getting the facts and choosing one or two main points

    Prepare by getting the facts and the standard, and choosing your main points, while keeping an open mind.

12. Fråga 12 av 16

    According to CCOHS, psychological protection means employees feel able to do what without fearing negative consequences?

    • AChoose which supervisor they report to
    • BRefuse any task they do not enjoy
    • CSkip performance reviews they dislike
    • DAsk questions, seek feedback and report mistakes
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    Svar: D. Ask questions, seek feedback and report mistakes

    CCOHS describes psychological protection as employees feeling able to ask questions, seek feedback, report mistakes and problems, or propose new ideas.

13. Fråga 13 av 16

    A server tells the restaurant manager that the new schedule is confusing. Which response best encourages staff to speak up?

    • AAsk why the server couldn't figure it out alone
    • BThank the server, ask for an example and say what you'll do
    • CExplain why the schedule is actually fine and move on quickly
    • DSay you'll think about it, then change the subject
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    Svar: B. Thank the server, ask for an example and say what you'll do

    When you receive feedback, listen, thank the person, ask for an example and say what you will do.

14. Fråga 14 av 16

    How does the federal public service's performance management program treat feedback and coaching?

    • AAs tasks handled only by the human resources team
    • BAs continuous activities throughout the year
    • CAs something done only at year-end
    • DAs optional extras for new employees only
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    Svar: B. As continuous activities throughout the year

    The program lists continuous feedback and coaching, and employee recognition, as ongoing activities through the year.

15. Fråga 15 av 16

    What should happen at the end of a feedback conversation?

    • ASay that it was not a big deal after all.
    • BStop as soon as the problem has been named.
    • CRepeat the problem one more time.
    • DAgree on next steps and a time to follow up.
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    Svar: D. Agree on next steps and a time to follow up.

    Close with clear next steps and a follow-up, then mention it when you see the change.

16. Fråga 16 av 16

    During a busy event, a security guard at the gate starts waving people through without bag checks. What is the best approach for the supervisor?

    • AQuietly get bag checks restarted now, then talk privately later
    • BLeave it until the next shift because the gate is so busy
    • CSay nothing now and write it up in the guard's file after the event
    • DCorrect the guard loudly so the crowd sees checks matter
    Visa svar

    Svar: A. Quietly get bag checks restarted now, then talk privately later

    Safety and security risks need action right away, done calmly; the detailed feedback comes later, in private.

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