Supervisor Module 3 - Face-to-face Communication For Rescare Workforce Services

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Supervisor Module 3 - Face-to-face Communication For Rescare Workforce Services - Quiz



To be completed after participating in the Supervisor Module 3 - Face-to-Face Communication WebEx training session.


Questions and Answers
  • 1. 

    Which of the following are true about communication styles?  (Check all that apply.)

    • A.

      We approach communication in a style that we are most comfortable with.

    • B.

      We tend to see our own style as "right."

    • C.

      We don't need to worry about the different communication styles of our team members.

    • D.

      Recognizing our own style can help us improve communication.

    • E.

      We may encounter frustration when someone has a different style.

    Correct Answer(s)
    A. We approach communication in a style that we are most comfortable with.
    B. We tend to see our own style as "right."
    D. Recognizing our own style can help us improve communication.
    E. We may encounter frustration when someone has a different style.
    Explanation
    The answer choices that are true about communication styles are: We approach communication in a style that we are most comfortable with, We tend to see our own style as "right", Recognizing our own style can help us improve communication, and We may encounter frustration when someone has a different style. These statements highlight common characteristics of communication styles, such as our preference for familiar styles, our tendency to believe our own style is correct, the potential for personal growth through self-awareness, and the challenges that can arise when interacting with individuals who have different communication styles.

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  • 2. 

    A person who uses this communication style tends to be logical, task-oriented, practical, systematic and organized.  A person with this style tends to prefer order, structure, and information-centered communication. 

    • A.

      Reflective

    • B.

      Supportive

    • C.

      Emotive

    • D.

      Directive

    Correct Answer
    A. Reflective
    Explanation
    A person who uses a reflective communication style tends to be logical, task-oriented, practical, systematic, and organized. They prefer order, structure, and information-centered communication. This means that they approach communication in a thoughtful and analytical manner, focusing on facts, data, and logical reasoning. They may be more reserved and take their time to process information before responding. They are likely to prioritize efficiency and productivity in their communication, seeking clarity and precision in their interactions.

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  • 3. 

    This communication style falls into the "high dominance" and "low sociability" quadrant.

    • A.

      Supportive

    • B.

      Emotive

    • C.

      Directive

    • D.

      Reflective

    Correct Answer
    C. Directive
    Explanation
    The communication style that falls into the "high dominance" and "low sociability" quadrant is directive. This style is characterized by being assertive, task-oriented, and focused on achieving goals. It is often used in situations where clear instructions and guidance are needed, and there is a need for authority and control. In this style, the communicator may not prioritize building relationships or showing empathy, but instead, they focus on giving instructions and getting things done efficiently.

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  • 4. 

    A manager with a(n) ______________________ communication style thinks of communication as a tool for developing ideas, often asks a lot of questions, and may be seen as "hard to pin down." 

    • A.

      Supportive

    • B.

      Emotive

    • C.

      Directive

    • D.

      Reflective

    Correct Answer
    B. Emotive
    Explanation
    A manager with an emotive communication style thinks of communication as a tool for developing ideas, often asks a lot of questions, and may be seen as "hard to pin down." This style is characterized by expressing emotions and feelings openly, which can create a more dynamic and creative environment for idea generation. The manager focuses on building relationships and encouraging open dialogue, allowing for a free flow of ideas and perspectives. This style can be effective in fostering innovation and collaboration within a team.

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  • 5. 

    What are some of the causes of unproductive meetings?  (Check all that apply.)

    • A.

      Lack of or incorrect agenda

    • B.

      Lack of time management or ineffective time management

    • C.

      Team members are incompetent

    • D.

      Dysfunctional group dynamics

    Correct Answer(s)
    A. Lack of or incorrect agenda
    B. Lack of time management or ineffective time management
    D. Dysfunctional group dynamics
    Explanation
    Unproductive meetings can be caused by a lack of or incorrect agenda, as without a clear plan and objectives, the meeting can become disorganized and unfocused. Additionally, a lack of time management or ineffective time management can lead to meetings running over time or not being efficiently used. Dysfunctional group dynamics, such as conflicts or power struggles, can also contribute to unproductive meetings as they can hinder collaboration and decision-making. However, team members being incompetent is not listed as a cause, as it does not directly relate to the effectiveness of the meeting itself.

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  • 6. 

    For most meetings, the ______________ role is filled by the manager or supervisor.  The main responsibility of this role is to keep the discussion focused and control conflict.  

    • A.

      Gatekeeper

    • B.

      Mastermind

    • C.

      Facilitator

    • D.

      Observer

    Correct Answer
    C. Facilitator
    Explanation
    The correct answer is "Facilitator". In most meetings, the facilitator plays the role of keeping the discussion focused and controlling conflict. They ensure that everyone has an opportunity to speak, encourage participation, and guide the conversation towards the meeting's objectives. The facilitator helps to create a productive and inclusive environment where ideas can be shared and decisions can be made efficiently.

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  • 7. 

    Which of the following is NOT a typical cause of conflict?

    • A.

      Different cultures, backgrounds, values, beliefs, needs and styles.

    • B.

      Open, effective and sufficient communication.

    • C.

      Performance or behavior problems.

    • D.

      Unclear or unfair expectations.

    Correct Answer
    B. Open, effective and sufficient communication.
    Explanation
    Open, effective and sufficient communication is not a typical cause of conflict. In fact, it is often considered a solution to conflicts. When individuals are able to communicate openly and effectively, it can help in resolving misunderstandings, addressing concerns, and finding common ground. Conflict usually arises from differences in cultures, backgrounds, values, beliefs, needs, and styles, as well as from performance or behavior problems, and unclear or unfair expectations.

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  • 8. 

    What are some ways that a manager can work to prevent conflict?  (Check all that apply.)

    • A.

      Ensure employees know their jobs and responsibilities.

    • B.

      Keep sensitive information confidential.

    • C.

      Be consistent.

    • D.

      Show respect & care.

    • E.

      Discourage gossip.

    Correct Answer(s)
    A. Ensure employees know their jobs and responsibilities.
    B. Keep sensitive information confidential.
    C. Be consistent.
    D. Show respect & care.
    E. Discourage gossip.
    Explanation
    Managers can prevent conflict by ensuring that employees have a clear understanding of their roles and responsibilities, which can help to minimize misunderstandings and confusion. Keeping sensitive information confidential can also prevent conflicts from arising due to breaches of trust or privacy. Consistency in decision-making and treatment of employees can help to create a fair and stable work environment, reducing the likelihood of conflicts. Showing respect and care towards employees fosters positive relationships and can help to resolve conflicts before they escalate. Discouraging gossip can prevent the spread of rumors and misinformation, which can lead to conflicts among employees.

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  • 9. 

    When dealing with conflict between you and one of your employees, it is recommended that you:  (Check all that apply.)

    • A.

      Get HR involved.

    • B.

      Disregard the employee's point of view.

    • C.

      Ignore the situation.

    • D.

      Have each person write out his/her side of the story.

    • E.

      Read each other's version, with HR supervision.

    Correct Answer(s)
    A. Get HR involved.
    D. Have each person write out his/her side of the story.
    E. Read each other's version, with HR supervision.
    Explanation
    When dealing with conflict between you and one of your employees, it is recommended that you get HR involved. This is because HR professionals are trained in conflict resolution and can provide guidance and support in resolving the issue. It is also recommended to have each person write out his/her side of the story. This allows both parties to express their perspectives and helps in understanding the root cause of the conflict. Reading each other's version, with HR supervision, ensures transparency and fairness in resolving the conflict. Disregarding the employee's point of view or ignoring the situation is not recommended as it can escalate the conflict further.

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  • 10. 

    When acting as __________________ during conflict resolution, the manager may provide guidance and reinforce the notion of attacking problems, not people.  You may offer guidance on how to resolve the situation.  In this role, you may also help develop possible approaches to the problem and role-play with employees. 

    • A.

      Observer

    • B.

      Coach

    • C.

      Arbitrator

    • D.

      Facilitator

    Correct Answer
    B. Coach
    Explanation
    In conflict resolution, the role of a coach is to provide guidance and support to individuals involved in the conflict. They help them focus on attacking the problems rather than attacking each other personally. As a coach, the manager may offer guidance on how to resolve the situation and help develop possible approaches to the problem. They may also engage in role-playing with employees to help them practice and improve their conflict resolution skills.

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  • Current Version
  • Mar 18, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Mar 16, 2009
    Quiz Created by
    Dtemple
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