Question 1

Which of the following behaviors is NOT something Jan should do while receiving feedback from her team?

Summarize what she hears and ask for clarification.

Share her feelings about the feedback in order to validate the information.

Defend and justify her own behaviors.

Decide whether the feedback should result in either personal or professional change.

Question 2

Dr. Davis is not sure why his employees are resisting his plan to implement an information technology system for processing records. He begins meeting with them one-on-one to understand their concerns and decide whether he should move forward with his plan. Dr. Davis is focusing on which stage of the persuasion process?

Building goals from a common frame

Establishing credibility

Presenting a compelling position

Connecting emotionally

Question 3

Which of the following scenarios does NOT describe an organization with a strong culture?

Employees never deviate from the rules, even when deviating would be good for customers.

Employees are unpredictable, and there are not clear standards of customer service.

Employees consistently do what is right for the customer, even if it means deviating from the rules.