ACE Coaching I Review

ACE Coaching I Review

Professional Development

15 Qs

quiz-placeholder

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ACE Coaching I Review

ACE Coaching I Review

Assessment

Quiz

Professional Development

Professional Development

Medium

Created by

Joe Pangan

Used 121+ times

FREE Resource

15 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

What makes coaching successful?

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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