HCA 301: Managing Difficult Conversations

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What is the primary purpose of feedback in a conversation?

To praise the actions of the other person

To inform and motivate the person to change (correct)

To provide a negative judgment on the other person

To criticize the actions of the other person

What is the typical response to criticism in a conversation?

Feelings of guilt

Defensiveness (correct)

Pleasure and pride

Motivation to change

What is the key difference between feedback and criticism?

Feedback is objective, while criticism is subjective (correct)

Feedback is about actions, while criticism is about motives

Feedback is positive, while criticism is negative

Feedback is motivative, while criticism is punitive

What should be included in effective feedback?

Both objective and subjective evidence, along with why it is important Signup and view all the answers

What is the effect of sincere praise on the person receiving it?

It can make them feel good and motivated Signup and view all the answers

What should be the tone of feedback intended to improve a person's behavior?

Positive and motivational Signup and view all the answers

What is the primary purpose of giving feedback to a staff member?

To provide correction and guidance for improvement Signup and view all the answers

What is the difference between praise and feedback?

Praise focuses on the outcome, while feedback focuses on the process Signup and view all the answers

What is the result of a staff member receiving feedback that is specific and clear?

They become motivated and inspired to improve Signup and view all the answers

Why is it essential to consider the organizational culture when giving feedback?

Because it influences the outcome of the communication Signup and view all the answers

What is the goal of effective communication in the workplace?

To ensure that the message is understood clearly Signup and view all the answers

Why is it crucial to be clear and concise when giving feedback?

To avoid being misunderstood Signup and view all the answers

What is the first step in the five-step approach to opening a difficult conversation?

Thank the person for meeting Signup and view all the answers

What is the purpose of step 2 in the five-step approach?

To tell them how you are feeling Signup and view all the answers

What is an example of a situation that may lead to a difficult conversation?

A colleague is phoning in sick on Saturdays Signup and view all the answers

What is the purpose of step 5 in the five-step approach?

To invite a response Signup and view all the answers

What is an example of a response to a difficult conversation?

I am having some problems at home that make it hard for me to come to work on time Signup and view all the answers

What is the goal of reflecting back a person's concern in a difficult conversation?

To keep the responsibility for solving the problem with the other person Signup and view all the answers

HCA 301: Managing Difficult Conversations

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