Effective Supervisory Practices; 5th Edition

To ensure quality and performance of tasks, the Deming Wheel can be used which is

A "Plan, Do, Check, Act" cycle

Adopting to "change" from an unfavorable view to a favorable one is typically

A slow and gradual process through several stages

The "Act" part of the Deming Wheel refers to

Acting on issues that may have developed or just giving feedback

If an interview becomes aggressive/confrontational

Adjourn till later and always maintain your cool

The only two exceptions to breaking employee confidentiality are

An employee is referred to EAP but requires their permission or if an employee is a danger to themselves or others

Building relationships with stakeholders/customers (internal and external) both inside and outside the organization will produce

Better outcomes

A process to making a big "change" more acceptable is by

Breaking it into simpler manageable pieces and focusing on it piece by piece

The most useful goals must be

Clear, challenging and measurable

The purpose of disciplinary action is to

Correct/Change/Improve behavior, not punish

Giving employees responsibility, authority, a chance to learn/improve skills and performance as well as hold them accountable is accomplished by

Delagation

A standard of conduct for behavior based on shared values is

Ethics

The four stages a group must past through completely to become an effective team are

Forming, storming, norming, performing

Performance evaluations are a good tool to hold employees accountable for their performance and should focus on

Guiding employees toward better performance and future success

Anytime an employment decision that effects an employees job status is made, guidance should be sought from

Human Resources Department (HR)

The "Golden Rule" regarding e-mail and similar forms is

If you don't want to see it printed, don't send it

An action that is always unethical is one that is

Illegal

The best medium for sensitive messages is

In person/face to face

Demotion is a rarely used form of disciplinary action and is a last resort before termination because

Its unlikely to be effective and may make issues worse

Establishing direction, achieving long term outcomes and motivating/inspiring others to succeed is

Leading/Leadership

Focus on the short term results (day to day), organizing, control of staff and problem solving is

Managing/Management

When dealing with difficult customers looking for answers, a better method than simply saying "No" is to

Offer them "Yes" alternatives, tell them what they CAN DO and always remain positive

A key retention factor for employees beyond money and security is

Opportunity for individual development

How something is said rather than what is said (tone of voice, emphasis, volume) is a non verbal message known as

Paralanguage

The major physical causes of workplace accidents are

People, equipment, materials, work environment

Transfer is not a disciplinary action and is valid to correct performance/behavior only when these problems are caused by

Personality conflicts between the employee and the supervisor

Positive reinforcement for poor performance only works when an employee has a

Positive Attitude

Once a decision has been made by a superior based on certain facts, that decision must be

Positively supported

Doing something important before something urgent is an example of

Prioritizing

An employee of poor performance with a negative attitude will require discipline that is

Progressive

As a supervisor you are not responsible for investigating harassment complaints, you are responsible for

Responding to them appropriately, always documenting them and contacting HR immediately

Three primary sources of influence that need to be balanced to create effective leadership are

Role, influences power; Reputation, influences trust; Behavior, influences respect

The most effective way to sustain a "change" is by

Seeking feedback

When interviewing employees for various reasons, seating positions should be

Side by side, without any barriers (Desk, table) in between

The appropriate level of discipline to use is

The least severe yet strong enough to convince the employee

The difference between a group and a team is

The unified effort and camaraderie of a team

The four generations that exist in todays workplace are

Traditionalists, Baby Boomers, Generation X, Generation Y

An appropriate response to "That's harassment, isn't it?" is

"I am taking this very seriously. I don't know exactly what occurred, so I will need to gather more information/details"