1. Recommended guideline a manager should use if an employee's performance
differs from the expected? ------Correct Answer-------Address and find mutual
agreement
2. How should resources be allocated to avoid overwhelming a performer? ------
Correct Answer-------Make them aware of what is available
3. What should a manager do when a performer has difficulty recognizing when to
act on a specific task? ------Correct Answer-------Take a specific direction
4. A team member sets the holes correctly and is assigned this task routinely. What
is the result of this? ------Correct Answer-------Reinforced the desired outcome
5. How should the GM use significant work when telling the merchandiser to spot
audit due to shrinkage? ------Correct Answer-------Explain feedback and
consequences
6. How can managers communicate that they want to work with the performer to
ensure success? ------Correct Answer-------Feedback is clear
7. What guidelines apply when a manager uses the supporting strategy? ------
Correct Answer-------Capable and motivated
8. What guideline is used with the convincing strategy because the employee is
resistant? ------Correct Answer-------Help overcome resistance and give
resources to do the job
9. What strategy is used by the head pro when requested solutions by his
assistant? ------Correct Answer-------Supporting
10.What strategy is used with employees who are experienced but unwilling? ------
Correct Answer-------Involving
11.What action increases the chances of finding a solution that satisfies all parties? -
-----Correct Answer-------Address the problem early
12.During joint problem solving, why is it important to state the problem in relation to
the expectations? ------Correct Answer-------To avoid blame
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