Chapter 7

Question 1

State the 2 key aims of the supervisor when adopting the GROW model of coaching.

Answer 1

• Increase the individual’s awareness of current performance and potential.
• Build the individual’s responsibility for taking ownership of the actions.

Question 2

List the 6 skills required for effective coaching.

Answer 2

• Questioning skills.
• Listening skills.
• Demonstration skills.
• Feedback skills.
• Observation skills.
• Analytical skills.

Question 3

What does PESOS stand for?

Answer 3

• Prepare.
• Explain.
• Show.
• Observe.
• Supervise/support.

Question 4

What is the 3 part structure of a counselling discussion?

Answer 4

• Understanding.
• Challenging.
• Resourcing.

Question 5

What format should a counselling discussion take?

Answer 5

• Welcome and clarify the purpose of the meeting.
• Assure the individual about confidentiality.
• Encourage the individual.
• Ask the individual to clarify points you do not understand.
• Try to take the initiative in probing important areas.
• If the individual is becoming defensive, try to identify why and change your approach if appropriate.
• Summarise throughout.
• At the end of the session, clarify decisions reached and agree follow-up support.

Question 6

What skills are required to undertake a counselling session?

Answer 6

• active listening;
• ability to show empathy;
• tolerance;
• skilled questioning techniques; and
• ability to summarise.

Question 7

What is the difference between the aims of coaching and counselling?

Answer 7

Coaching:
- Help to improve and apply knowledge and skills.
- Help to improve overall performance.

Counselling:
- Provide guidance and support.
- Help individuals to manage their problems using their own resources.

Question 8

State the potential benefits for an organisation that is able to provide effective counselling to its employees.

Answer 8

Lessen the chance of:
- Loss of productivity.
- Absenteeism.
- Staff turnover.

• Possible increase in staff loyalty and committment.

Question 9

Explain the key features of effective feedback.

Answer 9

• Use agreed feedback process/framework.
• Agree what is to be measured/successful outcomes.
• Provide feedback as soon as possible after event.
• Makes notes/use specific examples.
• Reinforce positive behaviours.
• Make feedback two-way.
• Encourage self-appraisal.
• Balanced feedback – positive and negative.
• Summarise discussion/provide record.
• Agree future actions.

Question 10

List five components of career management as identified by the Chartered Institute of Personnel and Development.

Answer 10

• Career planning/support activities.
• Career information/advice.
• Developmental assignments.
• Internal markets/job posting systems.
• Specific initiatives/business plans.