What makes coaching successful?

ACE Coaching I Review

Quiz
•
Professional Development
•
Professional Development
•
Medium
Joe Pangan
Used 121+ times
FREE Resource
15 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
Accountability and Sustainability
Accountability and Relationships
Relationships and Results
2.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
What is the difference between feedback and coaching?
Feedback is used to redirect or reinforce a behavior while coaching is used more frequently.
Feedback and coaching are almost the same. It may differ depending on how the coach delivers it.
Feedback is used to redirect or reinforce a behavior while coaching is used to hone a specific skill or competency.
3.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
True or False: Feedback can be done as a stand alone session and it cannot be included in a coaching session.
True
False
4.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
SOB stands for ________________________.
Simple Observable Behavior
Specific Omittable Behavior
Specific Observable Behavior
5.
MULTIPLE CHOICE QUESTION
10 sec • 1 pt
In writing your SOB, what question can you ask yourself if you would like to make that the agent would know how you got the feedback?
When did the behavior occur?
What is the behavior/action that needs to be addressed?
What methodology was used to capture the SOB?
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which among the below is the best SOB?
Based on 7/10 monitored calls, Cindy was hear saying "Stop! Listen to me!" to an irate customer calling in about the LOGO promoters.
Based on 4 out of 5 monitored calls from 10/15 - 10/20, Diane was observed not showing empathy to customers when they were wrongly transferred to her department.
According to all verbatims of the customers from September, Martin was described by his customers as robotic and apathetic.
7.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
What's missing in this SOB: "Based on 4/5 monitored calls from 10/18 - 10/20, you were heard saying, "So, there!" to irate Southern customers calling in for billing adjustment issues."
None
Doer/Coachee
Behavior/Action that needs to be addressed.
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