Chapter 3 "Describe the Gap"

Question 1

When you’ve created enough safety you can?

Answer 1

talk to almost anybody about almost anything

Question 2

Speak when you are angry and you will make the best speech you will ever _______.

Answer 2

regret.

Question 3

What do most business schools not teach?

Answer 3

Leadership

Question 4

Violated Expectation:

Answer 4

a gap: difference between what you expected and what actually happened.

Question 5

GAPS are thought of as:

Answer 5

Violated Promises
Broken Commitments
Bad Behaviors

Question 6

For the purpose of this book GAP means:

Answer 6

serious, consequential, and complex deviations, something that might be hard or even risky to discuss.

Question 7

When starting Accountability Conversations do NOT do the following:

Answer 7

• Play Games
• Play Charades
• Pass the Buck
• Play “Read my Mind”

Question 8

A form of “Playing Games”:

Answer 8

Sandwiching - good intentions married to bad logic

Surprise Attack - Starting with small talk than moving in for the kill.

Question 9

A form of “Playing Charades”:

Answer 9

Relying on nonverbal hints and subtle innuendo

Question 10

A form of “Passing the Buck”:

Answer 10

This would involve making your issue with the employee someone else’s problem and your are merely talking to them about it.

Question 11

What are the steps to “Describing the Gap”?

Answer 11

• Start with Safety
• Share your Path
• End with a Question

Question 12

Start with Safety:

Answer 12

Simply describe the gap between what was expected and what was observed.

Question 13

Make the conversation as safe as possible so that the person does not go to?

Answer 13

Silence or Violence

Question 14

People feel unsafe when they believe one of two things:

Answer 14

• You don’t respect them as a human being (Mutual Respect)

- You don’t care about their goals (Mutual Purpose)

Question 15

If your tone of voice, facial expressions, or words show disrespect you could be losing?

Answer 15

Mutual Respect

Question 16

If it becomes clear to others that your purpose is at odds with theirs you could be losing?

Answer 16

Mutual Purpose

Question 17

Typically we care so much about the content of the conversation that we forget to watch for?

Answer 17

Fear and Forget to restore safety

Question 18

_______ is a preemptive tool for stopping disrespect?

Answer 18

Contrasting

Question 19

Contrasting consist of 3 parts:

Answer 19

1 - Imagine what other might erroneously conclude
2 - Immediately explain that this is what you don’t mean
3 - Explain what you do mean.

Question 20

The bigger the problem the more likely the other person will feel?

Answer 20

Disrespected

Question 21

When an accountability discussion turn ugly much faster than you imagined odds are the person misunderstands your?

Answer 21

Intent

Question 22

To Establish Mutual Purpose:

Answer 22

Build a common ground before stating the problem

Question 23

A powerful sign of respect when speaking to someone is to?

Answer 23

Ask for Permission, especially on sensitive subjects.

Question 24

Accountability discussion should always be held in what type of setting?

Answer 24

Private

Question 25

Common Violations made when you should be speaking in Private are:

Answer 25

• Inappropriate Humor
• Group Attacks
• Combining Safety Skills

Question 26

When Sharing your Path its best to start with the facts:

Answer 26

what you saw and heard

Question 27

When describing what the person did:

Answer 27

• Stay External
• Explain what, not why
• Gather facts

Question 28

Humans move from Observations to Action via the:

Answer 28

Path to Action Model

Question 29

Accountabilities worst enemy is?

Answer 29

Lack of Clarity

Question 30

What is the homework required for holding an Accountability Discussion?

Answer 30

Gathering the Facts

Question 31

Once you have done your best to make it safe and described your path what is next?

Answer 31

End with a Question

Question 32

What is a simple diagnostic question?

Answer 32

What happened?