Managing People | Management Skills Courses

1.

When dealing with a persistent Complainer:-
Select all that apply

Listen to and acknowledge their complaints, paraphrase to check you have understood.

Accept, agree with, and apologize for their complaints.

Remain impartial, state facts without emotion or comment.

Get involved in accusations and defence, stating your opinions

2.

Leading virtual teams;-
Select all that apply

Affects about 70% of managers

Benefits from a clearly laid out specification of targets, objectives, and standard required

Presents many technological and communication issues

Is easy because no –one can argue with you

3.

If a mistake is made it is important to find out who made it.

True

False

4.

A transparent, written process for employee dismissal ensures that employees know what is expected of them, where they are failing, and gives them the tools to correct their failure. They should not be given the time and opportunity to get back on course.

True

False

5.

The Six Principles of Influence were defined by Robert Cialdini, and published in his book, "Influence: The Psychology of Persuasion." in 1984.

True

False

6.

It is important to develop employees to become future managers because:-
Select all that apply

It motivates staff

It’s easier for management

It ensures a succession plan that will strengthen the business

it makes financial sense

7.

If you want to persuade management to accept your idea, it is a good idea to;-
Select all that apply

Consider their wants and needs, and construct an argument that demonstrates logically how your proposal meets those needs.

Acknowledge their success, praise them, the company, ideas, performance.

Contradict them if they disagree with you

Identify and build on common ground

8.

Transactional Analysis was developed by Eric Byrne and is a technique used for building confidence in verbal communication. He says that people can adopt one of three states in a communication - the Parent, Adult or Child:-
Select all that apply

The Parent feels superior and caring.

The Child feels inferior, powerless and inadequate, and so interacts in an anxious, and so possibly irrational, way.

The Adult thinks rationally and is in control.

The ideal interaction type takes place between an Adult and a Child .

9.

If a manager detects a conflict, the best course of action is to ignore it, it may resolve itself

True

False

10.

When minimising conflict, an effective manager needs tools and techniques to:-
Select all that apply

Help them notice conflicts developing

Determine the source of a problem,

Discuss the emotions that difficult interactions can raise,

Seek and implement a resolution

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