Directors Training - Leadership 201
Questions and Answers
- 1.
The customer service cornerstone, Arlington C.A.R.E.S. stands for
- A.
Communication Awesomeness Responsiveness Execution
- B.
Commonality Awareness Reasonableness Error-free
- C.
Communication Awareness Respect Execution
- D.
Caring Artful Responsive Early
Correct Answer
C. Communication Awareness Respect ExecutionExplanation
The correct answer is "Communication Awareness Respect Execution". This is because the acronym "Arlington C.A.R.E.S." is used as a customer service cornerstone, and these four words accurately represent the key principles that should be followed in providing excellent customer service. Communication is essential for effective interaction with customers, awareness helps in understanding their needs and preferences, respect ensures a positive and respectful attitude towards customers, and execution refers to the efficient and timely delivery of service.Rate this question:
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- 2.
How do we gather feedback about our camps?
- A.
By phone
- B.
In person
- C.
Staff evaluations
- D.
Online
- E.
All of the above.
Correct Answer
E. All of the above.Explanation
The correct answer is "All of the above" because gathering feedback about camps can be done through various methods such as phone, in-person interactions, staff evaluations, and online platforms. These different channels allow for a comprehensive collection of feedback from campers, staff members, and other stakeholders, providing a well-rounded understanding of the camp's performance and areas for improvement.Rate this question:
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- 3.
Research shows that most of our communication is expressed through
- A.
How we say what we say.
- B.
What we say.
- C.
When we say what we say.
- D.
Non-verbally.
Correct Answer
D. Non-verbally.Explanation
Research has shown that a significant portion of our communication is conveyed through non-verbal means. Non-verbal communication includes body language, facial expressions, gestures, and tone of voice, which often convey emotions, attitudes, and intentions more effectively than words alone. This suggests that the way we say things, rather than just the words we use, plays a crucial role in communication.Rate this question:
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- 4.
Your staff recently experienced an incident that has caused them to have lowered motivation. As a camp director or assistant director one way to boost morale is
- A.
Give a speech that reminds them why they are working at camp.
- B.
Tell a story that expands their thoughts.
- C.
Give a pep talk.
- D.
All of the above.
Correct Answer
D. All of the above.Explanation
All of the above options can be effective in boosting morale among the staff after an incident that has caused lowered motivation. Giving a speech that reminds them why they are working at camp can help them reconnect with their purpose and reignite their passion. Telling a story that expands their thoughts can inspire them and provide new perspectives. Giving a pep talk can provide encouragement and motivation. Utilizing all of these approaches can have a comprehensive and positive impact on the staff's morale.Rate this question:
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- 5.
Which of the following is an example of perks?
- A.
Planning an activity you can lead so your staff have a longer break.
- B.
Being aware of staff body language.
- C.
Give your staff a pep talk.
- D.
Both A and B.
- E.
Both A and C.
Correct Answer
A. Planning an activity you can lead so your staff have a longer break.Explanation
The correct answer is "Both A and C." This is because planning an activity for your staff to have a longer break and giving them a pep talk are both examples of perks. Perks are additional benefits or advantages given to employees, often as a way to motivate or reward them. Planning an activity that allows for a longer break and giving a pep talk are both ways to show appreciation and provide extra support to the staff, which can boost morale and productivity.Rate this question:
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- 6.
When managing conflict it is important to
- A.
Focus on the entire situation.
- B.
Be aware of your own biases or prejudices related to the persons involved.
- C.
Be aware of power plays and issues between disputants.
- D.
Both B and C
- E.
All of the above.
Correct Answer
E. All of the above.Explanation
When managing conflict, it is important to focus on the entire situation because conflicts are often complex and involve multiple factors. Being aware of your own biases or prejudices related to the persons involved is crucial as it can affect your judgment and ability to resolve the conflict objectively. Additionally, being aware of power plays and issues between disputants is important as it helps in understanding the dynamics of the conflict and finding appropriate solutions. Therefore, the correct answer is "All of the above."Rate this question:
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- 7.
When managing conflict, what should you address first?
- A.
Emotional issue.
- B.
Power issue.
- C.
Who is responsible for the problem.
- D.
What caused the conflict.
Correct Answer
D. What caused the conflict.Explanation
When managing conflict, it is important to address what caused the conflict first. By understanding the root cause of the conflict, it becomes easier to find a resolution and prevent similar conflicts in the future. Addressing the emotional and power issues may be necessary, but without identifying the cause of the conflict, it would be difficult to effectively resolve the situation. Similarly, determining who is responsible for the problem may be important, but it is secondary to understanding the underlying causes of the conflict.Rate this question:
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- 8.
Which of the following are escalation behaviors that you should know and avoid?
- A.
Raised voices
- B.
Personal space is invaded
- C.
Past conflicts are brought up
- D.
All of the above.
Correct Answer
D. All of the above.Explanation
The correct answer is "All of the above" because all the mentioned behaviors - raised voices, invasion of personal space, and bringing up past conflicts - are examples of escalation behaviors. These behaviors can contribute to a hostile or tense environment and can escalate conflicts further. It is important to be aware of these behaviors and avoid them in order to maintain positive and effective communication.Rate this question:
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- 9.
When providing feedback on performance issues you should not
- A.
Talk to your supervisor for specific guidance and support.
- B.
Air a laundry list of your concerns.
- C.
Document when verbal feedback was provided.
- D.
Give feedback in private.
Correct Answer
B. Air a laundry list of your concerns.Explanation
The correct answer is "Air a laundry list of your concerns." When providing feedback on performance issues, it is not advisable to list all of your concerns at once. This can overwhelm the recipient and make it difficult for them to address each issue effectively. Instead, it is recommended to provide specific, constructive feedback on one or two key areas at a time. This allows for a more focused and productive discussion.Rate this question:
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- 10.
When providing feedback on performance issues you should
- A.
Describe how you reacted and why.
- B.
Use data, not your opinions.
- C.
Focus on the positive outcomes you would like to achieve.
- D.
All of the above.
Correct Answer
D. All of the above.Explanation
The correct answer is "All of the above" because when providing feedback on performance issues, it is important to describe how you reacted and why to provide context and clarity. Using data instead of opinions helps to ensure that the feedback is objective and based on facts. Additionally, focusing on the positive outcomes you would like to achieve helps to create a constructive and forward-thinking approach to addressing performance issues.Rate this question:
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- 11.
An example of positive body language is
- A.
Shaking hands
- B.
Smiling
- C.
Slouching
- D.
Both A and B.
- E.
Both A and C.
Correct Answer
D. Both A and B.Explanation
Both shaking hands and smiling are examples of positive body language. Shaking hands is a gesture that signifies friendliness, trust, and openness. It is commonly used as a greeting or to establish a connection with someone. Smiling is another form of positive body language that conveys warmth, happiness, and approachability. It is often used to show friendliness, put others at ease, and create a positive atmosphere. Therefore, the correct answer is both A and B.Rate this question:
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- 12.
When should you fill out a Performance Standards Action Document (PSAD)?
- A.
As soon as you see a performance issue.
- B.
After you see the performance issue occur twice.
- C.
24 hours after an accident.
- D.
When your feedback is not impacting behavior.
Correct Answer
D. When your feedback is not impacting behavior.Explanation
When your feedback is not impacting behavior, it is necessary to fill out a Performance Standards Action Document (PSAD). This document helps to formally address and document the ongoing performance issue that is not improving despite providing feedback. By filling out the PSAD, it allows for a more formal and structured approach in addressing the performance issue and potentially implementing corrective actions or interventions to improve the situation.Rate this question:
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