GEB4223 Practice Quiz 9

If you make a mistake in your first days on the job, it is important that you use a structured process for responding to it. What is the first thing you should do when you fail according to the Six Steps for Recovering from Failure? Acknowledge what you've done and apologize - Your objective in step one is to get emotions calmed down Analyze what has happened - Go over the events that led to the failure and think about what you should do differently to fix the situation as quickly as possible. Understand your boss's top priority results and the consequences of failure - Taking the time upfront to really understand these factors in any important task will dramatically reduce your likelihood of repeating the mistake. Make a detailed plan to correct the failing - To convey a sense of extreme urgency, the actions need to start the minute you walk into your manager's office to explain what happened.

Acknowledge what you've done and apologize - Your objective in step one is to get emotions calmed down

Lesson 9 emphasizes the importance of treating all customers, internal AND external, with care and urgency. However, many people fail to treat their bosses as customers. Why should you treat your boss as your most valued customer? Your boss can have a huge impact on your long-term future when you need a reference; you can use their quotes containing keywords to enhance your resume and online profile, and you will need them to support your claims during your next interviews.\ Your boss' opinion of you can have greater consequences for your immediate future than almost anything else. Since your boss is an internal customer, if you deliver late or poor-quality work to the person in the next stage of the supply chain, they may be unable to meet their top priority results, which could include meeting the external customer's expectations. If you do this to your boss, you may put them in the position of being unable to meet their boss' expectations. All answers provided are correct

All answers provided are correct

By making your boss your mentor, you are Aligning with your boss to form a relationship where you can broaden discussion topics, get advice on skills to take on more responsibilities, and begin lining yourself up for a promotion Continuing to maximize their customer experience in your interactions with them and developing a deeper understanding of their corporate and personal objectives All of the answers Developing your manager's sense of pride in you, taking your relationship from protégé to employee

All of the answers

There are six steps to communication. To close, you should Decide what you expect to happen when the conversation is over Provide your request in clear, simple and direct terms to avoid any confusion Use your audience's logic concerning benefits to them, not your logic concerning benefits to you Ask for agreement or commitment using a closed yes or no question to confirm it

Ask for agreement or commitment using a closed yes or no question to confirm it

The Career Cycle provides five tips on being a good mentee (protégé). To gain exposure to new situations and people, you should Ask to expand your role by being included on some of your boss's projects and meetings or get introductions to other managers that your job impacts Discuss potential secondary mentors for specific projects or additional skills making sure to avoid a potential sense of conflict over the ownership of you as a protégé Be clear up front that the objective is to improve your performance thereby helping them achieve their objectives. Make your first conversations about actions to strengthen your skills to ensure maximum positive impact for your manager Set up a 30 minute meeting with an agenda once per month. This also provide deadlines on taking developmental actions that were agreed in previous meetings

Ask to expand your role by being included on some of your boss's projects and meetings or get introductions to other managers that your job impacts

There are six steps to deal with angry people. To empathize, you should Calm their emotions by acknowledging the problem and demonstrating that you understand their anger without admitting any liability and make it clear you care and are there to help Find out the details (what, where, when, by whom) to understand the causes and impact of the grievance on their top priorities Include the actions that take care of the issue that is upsetting the individual and agree a follow up plan Restate their grievance in your own words to demonstrate you understand, care, and want to resolve the issue quickly

Calm their emotions by acknowledging the problem and demonstrating that you understand their anger without admitting any liability and make it clear you care and are there to help

There are six steps to effective communication. To define your objective, you should Start the conversation with a startling fact, describe an urgent problem, or simply ask for it Provide your request in clear, simple and direct terms Decide what you expect to happen when the conversation is over Ask for agreement or commitment using a closed yes or no question to confirm it

Decide what you expect to happen when the conversation is over

The Career Cycle provides five tips on being a good mentee (protégé). To expand your mentors, you should Set up a 30 minute meeting with an agenda once per month. This also provide deadlines on taking developmental actions that were agreed in previous meetings Listen take notes, and make plans to revisit criticism. NEVER take it personally or get defensive Ask to expand your role by being included on some of your boss's projects and meetings or get introductions to other managers that your job impacts Discuss potential secondary mentors for specific projects or additional skills making sure to avoid a potential sense of conflict over the ownership of you as a protégé

Discuss potential secondary mentors for specific projects or additional skills making sure to avoid a potential sense of conflict over the ownership of you as a protégé

T/F: After accepting a job offer and starting your new job, you can relax a bit and no longer need to act like you're in the selection process

False

There are six steps to communication. After defining your objective, the first thing you should do is: Get attention and build desire before making your request Build desire before making your request Get attention and feedback before making your request Get feedback before making your request

Get attention and build desire before making your request

There are six steps to communication. After making your request you should Get feedback before closing Get attention and build desire before closing Close Get attention and feedback before closing

Get feedback before closing

The Career Cycle provides five tips on being a good mentee (protégé). To ensure you get good feedback on how to improve your performance, you should Be clear up front that the objective is to improve your performance thereby helping them achieve their objectives. Make your first conversations about actions to strengthen your skills to ensure maximum positive impact for your manage Listen take notes, and make plans to address and revisit any criticism. NEVER take it personally or get defensive Set up a 30 minute meeting with an agenda once per month. This also provide deadlines on taking developmental actions that were agreed in previous meetings Ask to expand your role by being included on your boss's projects or get introductions to other managers that your job impacts

Listen take notes, and make plans to address and revisit any criticism. NEVER take it personally or get defensive

By making your boss your most valued customer, you are Aligning with your boss to form a relationship where you can broaden discussion topics, get advice on skills to take on more responsibilities, and begin lining yourself up for a promotion Setting up a long term relationship where your boss will want to do business with you after you leave the company Maximizing their positive experience during your interactions and developing a deep understanding of their objectives, top priority results, obstacles to success, and consequences of failure Developing your manager's sense of pride in you, taking your relationship from protégé to employee

Maximizing their positive experience during your interactions and developing a deep understanding of their objectives, top priority results, obstacles to success, and consequences of failure

One of the best ways to reconnect with your new boss is to: Break into the HR office with your new office mates and rifle through the paperwork to find your hiring package to show how resourceful you can be Set up a daily "end of day" meeting with your boss to ask what you need to do the next day Meet with your boss and go over why you were hired and therefore, what will be expected of you during the first few weeks and months Go out drinking with your boss and pick up the tab

Meet with your boss and go over why you were hired and therefore, what will be expected of you during the first few weeks and months

There are six steps to communication. To ensure people are still listening with attention and are agreeing with the logic of your communication you should Provide your request in clear, simple and direct terms to avoid any confusion Never assume listeners have understood you and are in agreement. Regularly ask for feedback as you communicate Build desire before making your request Decide what you expect to happen when the conversation is over

Never assume listeners have understood you and are in agreement. Regularly ask for feedback as you communicate

You are a sales associate in a meeting talking to your product developers about the challenges you are facing after six months on the job. One of them is that the product specifications you're giving to customers isn't always up to date and there's no process for developers to provide updates to the sales team. Which of the following scenarios properly illustrate the steps of effective communication (in their proper order) as discussed in your Lesson? Objective - We must ensure that the product specifications we're providing to customers are up to date. Attention - Right now, that's only the case about half of the time! Desire - Sales are lagging because our customers don't trust the information we're providing is current and because of that our competitor's product actually looks better than ours when it isn't; our sales will increase if we fix this. Request - Can we address this by no longer keeping personal files of product specs and pull them from a centralized source that is updated by our developers? Feedback - What will we need to create to implement this tool; how long will it take to develop it? Close - So are we in agreement that this is something that will help us provide the best information to our customers? Can we get started on this now? Objective - We must ensure that the product specifications we're providing to customers are up to date. Attention - Right now, that's only the case about half of the time! Desire - Sales are lagging because our customers don't trust the information we're providing is current and because of that our competitor's product actually looks better than ours when it isn't; our sales will increase if we fix this. Request - Can we address this by no longer keeping personal files of product specs and pull them from a centralized source that is updated by our developers? Close - So are we in agreement that this is something that will help us provide the best information to our customers? Can we get started on this now? Objective - We must ensure that the product specifications we're providing to customers are up to date. Request - Can we address this by no longer keeping personal files of product specs and pull them from a centralized source that is updated by our developers? Feedback - What will we need to create to implement this tool; how long will it take to develop it? Close - So are we in agreement that this is something that will help us provide the best information to our customers? Objective - We must ensure that the product specifications we're providing to customers are up to date. Request - Can we address this by no longer keeping personal files of product specs and pull them from a centralized source that is updated by our developers? Attention - Right now, that's only the case about half of the time! Desire - Sales are lagging because our customers don't trust the information we're providing is current and because of that our competitor's product actually looks better than ours when it isn't; our sales will increase if we fix this. Feedback - What will we need to create to implement this tool; how long will it take to develop it? Close - So are we in agreement that this is something that will help us provide the best information to our customers? Can we get started now?

Objective - We must ensure that the product specifications we're providing to customers are up to date. Attention - Right now, that's only the case about half of the time! Desire - Sales are lagging because our customers don't trust the information we're providing is current and because of that our competitor's product actually looks better than ours when it isn't; our sales will increase if we fix this. Request - Can we address this by no longer keeping personal files of product specs and pull them from a centralized source that is updated by our developers? Feedback - What will we need to create to implement this tool; how long will it take to develop it? Close - So are we in agreement that this is something that will help us provide the best information to our customers? Can we get started on this now?

In general, when you start a new job you want to know why you were selected, start right, and develop a professional relationship with your boss. What specific actions should you take to "Start Right"? Reconfirm objectives, priorities, and expectations with your teammates on your first day, be friendly and outgoing to your new peers, get experience working with your team mates by volunteering to help where you can, and then do what ever it takes to exceed the expectations your team sets for the first week. Reconfirm objectives, priorities, and expectations with your teammates on your first day, be friendly and outgoing to your new boss, get experience working with others by volunteering to help where you can, and then exceed the expectations your boss set when the job was offered. Reconfirm objectives, priorities, and expectations with your new boss on your first day, be friendly and outgoing to your new peers, get experience working with your team mates by volunteering to help where you can, and do what ever it takes to exceed the expectations your boss sets for the first week. Reconnect with your new manager and revisit the key reasons why you were selected.

Reconfirm objectives, priorities, and expectations with your new boss on your first day, be friendly and outgoing to your new peers, get experience working with your team mates by volunteering to help where you can, and do what ever it takes to exceed the expectations your boss sets for the first week.

You have secured your dream job, congratulations! What should you begin to do on your first day to successfully become a new member of the team? Meet and connect with your colleagues as your top priority on the first day or as soon as possible to revisit the key reasons why you were selected; Reconfirm objectives, priorities, and expectations then do what ever it takes to exceed expectations in the first week to create the best possible start; Use your alignment skills to develop a professional relationship with your peers and teammates. Start by keeping a relatively low profile to avoid any unnecessary attention from your manager and use your interpersonal skills to integrate and blend into the team. Ask the team what your objectives, priorities, and expectations are and then do what ever it takes to exceed expectations in the first week to create the best possible start; Use your alignment skills to develop a friendly relationship with your peers and teammates so that environment becomes a place where you enjoy going to work. Reconnect with your new manager as your top priority on your first day or as soon as possible and revisit the key reasons why you were selected. Reconfirm your objectives, priorities, and expected results. Then do what ever it takes to exceed expectations in the first week to create the best possible start. Use your alignment skills to develop a professional relationship with your boss. Visit the human resources department as your top priority and revisit the key reasons why you were selected for the position. Explain your objectives, priorities, and expectations to the team on your first day and what it will take to exceed your expectations in the first week. Use your alignment skills to develop a professional relationship with everyone you meet in the organization.

Reconnect with your new manager as your top priority on your first day or as soon as possible and revisit the key reasons why you were selected. Reconfirm your objectives, priorities, and expected results. Then do what ever it takes to exceed expectations in the first week to create the best possible start. Use your alignment skills to develop a professional relationship with your boss.

There are six steps to deal with angry people. To rephrase, you should Calm their emotions by acknowledging the problem and demonstrating that you understand their anger without admitting any liability and make it clear you care and are there to help Restate their grievance in your own words to demonstrate you understand, care, and want to resolve the issue quickly Find out the details (what, where, when, by whom) to understand the causes and impact of the grievance on their top priorities Include the actions that take care of the issue that is upsetting the individual and agree a follow up plan

Restate their grievance in your own words to demonstrate you understand, care, and want to resolve the issue quickly

You can use the interpersonal skills covered in earlier chapters to create a good listener experience by Getting attention and building desire before closing Getting attention and building desire before making your request Taking note of the other person's word choices and personality types to align with them Choosing the most efficient communication method; email, phone, or face to face

Taking note of the other person's word choices and personality types to align with them

T/F: A great way to maximise your boss's customer experience is to imagine they have to complete a survey after each interaction with you and send it to Human Resources who compile a report for the president or owner of the company. Behave in a way that would score 5 stars every time.

True

In the event that you fail to deliver on early expectations, miss a deadline, or other mistake how should you react Use a structured approach to acknowledge and apologize for the mistake. Then analyze, summarize, create an action plan, report progress, and set up a closure meeting Apologize profusely then lay low until emotions calm down and the incident is forgotten Don't acknowledge the mistake and hope that your boss isn't made aware of your failure Apologize to your boss for the mistake, ask them to analyze the cause of the mistake and develop an action plan

Use a structured approach to acknowledge and apologize for the mistake. Then analyze, summarize, create an action plan, report progress, and set up a closure meeting

There are six steps to communication. To build desire to take action, you should Start the conversation with a startling fact, describe an urgent problem, or simply ask for it Ask for agreement or commitment using a closed yes or no question to confirm it Use your audience's logic concerning benefits to them, not your logic concerning benefits to you Provide your request in clear, simple and direct terms to avoid any confusion

Use your audience's logic concerning benefits to them, not your logic concerning benefits to you

Email is not as effective as face to face communication for important topics. This is because This statement is false, email is a more efficient communication method than face to face communication You have no idea whether the recipient understood or even read what you sent Email can get hacked Email is "all business" while you can spend time socializing while speaking in person

You have no idea whether the recipient understood or even read what you sent

Whose responsibility is it to make sure you find out how things work around you including understanding your boss's (and the organizations) top-priority results Your boss's Yours HR's Orientation team and your new peers The executive team

Yours