Chapter 10 Accountability In The Workplace

Question 1

_____ begins with clear goals and expectations against which you can measure performance. It involves both negative and positive responses to performance (Page 166)

Answer 1

Accountability

Question 2

Ongoing _____ with your team members is crucial to accountability. (Page 167)

Answer 2

Communication

Question 3

As a busy supervisor, how do you find the time to provide regular feedback to your team? (Page 167)

Answer 3

implement a personal management intervew

Question 4

As a leader, you should constantly be looking for ________ —–times when you can create learning opportunities based both positive and negative performance. _____ also arise when you see team members doing something right. (Page 168)

Answer 4

teachable moments

Question 5

To be an ______ and ______ you must be able to work from all parts of the continuum, depending on the specific behaviors and situations. (Page 168)

Answer 5

effective team leader/supervisor

Question 6

Entrust _____ with more challenging assignments and or greater responsibilities. (Page 169)

Answer 6

high performers

Question 7

Give __________ prioritized preference to opportunities for professional development, such as attending conferences or desirable training. (Page 169)

Answer 7

Documented High Performers

Question 8

What are eight principals that can improve your coaching performance? (Page 171)

Answer 8

1. Be a conversation partner
2. Define the outcomes
3. Clarify performance expectations
4. Build Dynamic Capability
5. Engage your team members’ interest and passion
6. Recognize teachable moments
7. Use multiple Coaching Media
8. Provide recognition and rewards

Question 9

One way to encourage positive performance and professional development is to offer your employees _______ that encourage them to develop their skills and talents. (Page 171)

Answer 9

stretch assignments

Question 10

The key components of effective counseling are? (Page 172)

Answer 10

empathy
caring
listening
confidentiality

Question 11

______ allows you to put yourself in the other persons shoes.

Answer 11

Empathy

Question 12

______ involves taking an interest in your employees including what is going on in their lives and how they feel about their job. It also means employing ________ to be sure that you fully understand message from your employees (Page 172)

Answer 12

Listening/Active Listening

Question 13

What are the two exceptions to confidentiality in your role as a counselor? (Page 172)

Answer 13

1. If an employee is being referred for professional asst.

2. If a person is in danger to himself or others.

Question 14

An _________ is an employee benefit that is sometimes offered in conjunction with a health insurance plan. (Page 173)

Answer 14

Employee Assistance program (EAP)

Question 15

The Employee Assistance program can help a person with: (Page 173)

Answer 15

1. Substance Abuse
2. Emotional Distress
3. Major life events including births, accidents, and death
4. Health-care concerns
5. Financial or legal concerns
6. Family/Personal/Work relationship issues
7. Concerns about aging parents

Question 16

A ______ is a more rigorous and structured form of coaching. It is not a disciplinary action. Instead the plan focuses on developing an employee’s skill levels in areas that may be deficient. (Page 174)

Answer 16

Performance Improvement Plan

Question 17

It is important that you consult with your ___________ before developing a performance improvement plan with an employee, as you must first gain management support and HR Guidance. (Page 174)

Answer 17

Supervisor and /or the HR Department

Question 18

Performance improvement plans usually involve these five steps: (Page 174, 175)

Answer 18

1. Identify the Problem
2. Get input
3. Develop Plan
4. Create Solution
5. Monitor and Assess

Question 19

Performance Improvement Plan: If the assessment and feed back are positive for _____, consider cancelling the next scheduled meeting. (Page 175)

Answer 19

two consecutive weeks

Question 20

Progressive Discipline: As a supervisor you must strike a balance between: (Page 175)

Answer 20

Ignoring Rule Violations and Pouncing on Every Mistake

Question 21

The purpose of any disciplinary measure is to __________ or ________, not to punish the employee. (Page 175)

Answer 21

Change employee behavior/Improve job performance

Question 22

What are some steps that you as a supervisor should follow when a rule has been violated? (Page 175, 176, 177)

Answer 22

1. Act promptly
2. Get all the facts
3. Decide what action to take
4. Hold Disciplinary Review
5. Use the appeal procedure

Question 23

How you deal with a disciplinary problem is a question of: (Page 178)

Answer 23

1. Circumstance
2. Precedent
3. Your judgement
4. The employee’s personality

Question 24

Deciding what Actions to take: An actions that you take should be ______ and designed to motivate the employee. (Page 178)

Answer 24

Constructive

Question 25

Deciding what Actions to take: Usually the appropriate disciplinary action is the _________that is strong enough to convince the employee that the behavior that bought about the disciplinary action action will not be tolerated. (Page 178)

Answer 25

least severe penalty

Question 26

Employees with good records who break minor rules will most likely respond positively to an ______. (Page 178)

Answer 26

Informal talk

Question 27

Spoken warning should always be given _____. (Page 178)

Answer 27

in private

Question 28

Spoken Warning: A record of a spoken warning should be placed in the employees ______, but not in his or her permanent record.(Page 178)

Answer 28

work file

Question 29

Spoken Warning: If the employee's behavior improves, the record of the warning should be removed from the file after a period of time, usually _____. (Page 178)

Answer 29

six months

Question 30

Written warning: A written warning should: (Page 179)

Answer 30

1. Mention any previous warnings 2. Describe what the employee has done wrong 3. Indicate what improvement is expected and the time period which the improvement should be made 4. State what will happen if improvement is not made 5. Offer your help in bringing about change

Question 31

Written warning: When given a written warning, the employee is given a copy of the warning, and copies are also placed in the departments _____ and in the employee's _______. (Page 179)

Answer 31

work file/permanent record

Question 32

A suspension means that an employee is removed from his or her job without pay, usually for _______. (Page 179)

Answer 32

one to thirty days

Question 33

Suspension is used when an employee violates a major rule or when repeated warnings fail to bring about change. The employee must be given a ________before suspension is decided upon. (Page 179)

Answer 33

Disciplinary review

Question 34

A _____ is unlikely to improve employee's behavior and may actually make it worse. For this reason, _____ is rarely used as a form of discipline or is used as a last resort before dismissal.

Answer 34

Demotion

Question 35

Usually, a demotion can be authorized only by ______.

Answer 35

department head or higher management

Question 36

_____ is reserved as the most serious offense and is used only after other steps have failed. (Page 180)

Answer 36

Dismissal

Question 37

_____, while not a disciplinary action, it is sometimes used as a means of addressing persistence performance or behavior problems. (Page 180)

Answer 37

transfer

Question 38

Transferring a problem employee to another department or work group as valid only when: (Page 180)

Answer 38

there is a personality conflict between the employee and supervisor that keeps both from performing effectively and affects the morale of the whole unit, or when an employee skills set is better suited to do a different position in another work unit.

Question 39

In local governments that have bargaining units, _______ must be in accordance with the procedures specified in the ______. (Page 181)

Answer 39

disciplinary measures /labor contrct

Question 40

Labor contracts always address dismissal, and most include a clause stating that dismissal can take place only ____ or _____. (Page 182)

Answer 40

for cause or for just cause

Question 41

It is always prudent to check with _____, _____, or _____ office to review the steps to be followed for dismissal or other major actions. In addition to being good management practice, this assures a defensible position if your action is appealed. (Page 182)

Answer 41

Your supervisor, The HR Department, Labor Relations Office

Question 42

_______is not a negative sanction or reaction to someone breaking the rules for failing to perform. Instead, it involves a continuum of response ranging from positive reinforcement through coaching, counseling, and mentoring and finally to sanction such as progressive discipline. (Page 183)

Answer 42

Accountability