1. The most important thing in a successful interaction between a coach and a recipient is an understanding of the ___________ and not the culture that he or she comes from.

A. problem

B. organizational procedures

C. emotional stability of the employee

D. individual

E. rules and responsibilities of the individual

2. An option in the progressive discipline process that should not generally be used, but might be valuable in some specific circumstances would be:

A. The issuance of a demotion or a transfer

B. The issuance of a written warning

C. Termination

D. The issuance of an informal warning

E. The issuance of an oral warning

3. When a manager focuses on directing and controlling behavior to ensure that tasks are completed and closely oversees employee performance, he or she is exhibiting ___________.

A. employee training and development

B. motivational skills

C. supportive behavior

D. directive behavior

E. leadership skills

4. “I’ll never switch to an e-reader, no matter how popular they become.” The employee who made this statement is in the _______ stage.

A. commitment

B. exploration

C. resistance

D. denial

5. When the initial decision to terminate an employee is made, it should then be reviewed by another organizational manager. This second manager must ensure that the decision was made in an objective fashion that follows the ___________, and is not based on an emotional reaction.

A. discipline model

B. stages of change format

C. situational management model

D. five steps of the termination process

E. OUCH test