Communcation And Coaching

Question 1

Non verbal communication includes:

Answer 1

: tone of voice
- making eye contact
- paying attention when others speak
- body position and movement

Question 2

As a maintenance journeyman you need to communicate with:

Answer 2

• people that supervise you
• people that you supervise
• people that are you equals
• people that work for the business
• people who do not work for the business

Question 3

What are some guidelines to maintain respectful relationships?

Answer 3

• acknowledge other people’s presence
• remember their name
• listen when they speak
• don’t intimidate them
• show honesty and consistency
• show agreement when possible
• say thank you often
• offer your help
• avoid status battles

Question 4

Why is a smile a powerful non verbal communication?

Answer 4

Welcomes people and makes them feel at ease.

Question 5

What are some traits of a good communicator?

Answer 5

• talks about things that interest you
• stops often to make sure you are understanding
• active listener

Question 6

To be a good active listener you must do what?

Answer 6

Resist the tendency to let you mind wander off

Question 7

Listening requires your ________ while hearing does not.

Answer 7

Active participation

Question 8

Active listeners show attention by?

Answer 8

• not speaking
• facing body toward speaker
• leaning forward and making eye contact at least part of the time

Question 9

When speaking with someone with another language or culture it is important to NOT _______ and why?

Answer 9

Raise you voice.

It is not a hearing issue

Question 10

An effective oral report has the same parts as an effective written report. What are they?

Answer 10

Introduction
A body (explanation)
Conclusion

Question 11

The introduction is meant to?

Answer 11

Get the listeners attention and introduce the subject

Question 12

Body of the oral report is to?

Answer 12

Identify key points or ideas of the subject matter

Question 13

Conclusion of your oral report is to?

Answer 13

Summarize you main points

Question 14

What are some key points when giving constructive criticism?

Answer 14

• do it in private
• don’t criticize the person just the action
• don’t be to personal
• start by mentioning what they did well
• keep criticism to the point
• don’t exaggerate
• give the person a chance to comment

Question 15

What happens if you only ever mention peoples faults?

Answer 15

Person will get the message they are doing everything wrong

Question 16

When dealing with a dominating type of personality in a conflict they will expect you to back down. It is important to?

Answer 16

Keep control of your emotions, slow down the pace of the conversation and stick to the facts of the situation.

Question 17

When dealing with an angry person about a conflict it is important to _______?

Answer 17

Let the angry person express their anger and calm down.

Don’t respond to their emotions

Don’t make counter accusations

Find out what the complainant would like done but be honest with what actually can be done

Question 18

Interpersonal skills are just as important as?

Answer 18

Technical skills

Question 19

An effective way to build interpersonal skills is through the?

Answer 19

Coaching process

Question 20

Which groups are responsible for making sure apprentices are properly trained?

Answer 20

• journeyman and supervisors
• employers
• apprentices

Question 21

Journeyman have the following responsibilities in apprenticeship training?

Answer 21

• acquire coaching skills
• coach and mentor those interested in learning a trade
• supervise apprentices or those wishing to become apprentices
• make appropriate entries in apprentices log book

Question 22

Apprentices are expected to:

Answer 22

• complete the required on the job training in the tasks, activities, and functions of the trade
• successfully complete the number of apprenticeship training periods
• keep their record book up to date

Question 23

Mentoring and coaching involves:

Answer 23

Leading by example
- being approachable and supportive
- being willing to teach a skill
- challenge trainees to develop independence and skills

Question 24

Some important elements coaches provide are:

Answer 24

• a constructive atmosphere free of humiliation and intimidation
• respect for apprentices and their need to learn
• a level tone
• encouragement to work independently

Question 25

What is the most important thing a journeyman can do for their apprentice?

Answer 25

act as a role model

Question 26

Coaches tell, show, explain, watch and _________ , allowing for corrections and improvements.

Answer 26

Comment on results in a positive way

Question 27

Four elements of a simplified coaching method?

Answer 27

• plan: decide on the best way to teach the skill
• tell: describe the skill to the apprentice
• show: demonstrate the skill
• do: have apprentice practice the skill

Question 28

Discussing results is called?

Answer 28

Feedback

Question 29

When giving feed back it is important not to give ______ feedback.

Answer 29

Empty feedback