Knowledge Check: Emotions of Others PDF

**Knowledge Check: Being Aware of the Emotions of Others** **Question 1: Matching** You work with another manager, Chris, in the Accounting Department. You\'re planning some big changes together.\ Match each work activity to the way that emotional intelligence is expressed. **Options:** - **A....

**Knowledge Check: Being Aware of the Emotions of Others** **Question 1: Matching** You work with another manager, Chris, in the Accounting Department. You\'re planning some big changes together.\ Match each work activity to the way that emotional intelligence is expressed. **Options:** - **A.** Change efforts - **B.** Problem solving and decision making - **C.** Planning **Targets:** 1. You and Chris discuss rolling out a new accounting system 2. You and Chris work collaboratively to design a plan to adapt the department to the evolving preferences of clients 3. You and Chris need to come to an agreement about how to deal with the hiring, firing, and promotion of employees **Answer:**\ 1: A\ 2: C\ 3: B **Question 2: Multiple Choice** You\'re the manager of a customer service call center. **Who in your department is exhibiting emotionally intelligent behavior?** **Options:** 1. Frank is observed on a call where he misses some critical points in his interaction with the customer. When he\'s given the feedback, he says he\'s disappointed but that now he knows what to shoot for going forward. 2. Gail receives a call from a customer who has a very ill family member. Having had a similar experience, she ends up sniffling on the phone with the customer. 3. When he learns that a new customer service management system is on its way, Dan tells all his colleagues about how much of a train wreck the implementation of the last new system was. 4. Laura is having one of those days where things just aren\'t going right. She\'s having technical issues with her computer and seems to be getting all the irate customers. She does some stretching in her cube between calls to relax. **Answer:**\ 1: Frank\ 4: Laura **Question 3: Multiple Choice** **Which examples show appropriate ways of making contact with and observing a speaker while actively listening?** **Options:** 1. As a coworker tells you why he\'s so angry, you mimic the forceful hand gestures that he makes. 2. One of your coworkers tells you she\'s feeling fine about her sales pitch, but you notice that she\'s been fidgeting a lot with her necklace. 3. You notice that your coworker stands very close as he\'s expressing his feelings of frustration to you. 4. You speak to your coworker about her feelings of incompetence from the opposite side of the room, to show that you respect her personal space. 5. A colleague, Lisa, looks quite stressed out. You approach her and say \"Are you alright, Lisa?\" **Answer:**\ 2: Noticing body language (fidgeting)\ 3: Observing physical proximity\ 5: Using a name to express care **Question 4: Multiple Choice** **Which examples demonstrate effective ways of acknowledging and affirming while actively listening to someone?** **Options:** 1. Before your coworker starts to tell you why she\'s so down at the moment, you put your smartphone on silent. 2. Your coworker mentions his disastrous meeting with his manager for his performance review. You assure him by saying, \"Don\'t worry, you\'ll work it out!\" 3. A coworker explains that he\'s feeling very bored with his daily duties. You reply by saying, \"You mean that you don\'t find the work challenging enough, is that right?\" 4. When you meet with one of your employees, you make eye contact and take note of her body language. 5. A colleague is talking about a hard call that he just had, so you share a recent experience with a tough call. **Answer:**\ 1: Avoid distractions\ 3: Reflecting on their feelings\ 4: Observing body language **Question 5: Multiple Choice** A colleague, Alan, just had a very tense meeting with a client. He\'s worried that he completely mishandled the meeting. **What are some ways you can respond using empathy and emotional intelligence?** **Options:** 1. Stop what you\'re doing and give Alan your full attention while he\'s sharing his experience. 2. Provide support by offering to sit in on Alan\'s next few client meetings to help him get through them and learn how to handle them better. 3. Reassure him and tell him that he just needs time and everything will be fine. 4. Advise Alan that he needs to do a lot of work on his people skills and that it\'s important for the company to win new clients. 5. Reserve judgment and refrain from dismissing Alan as weak or immature. **Answer:**\ 1: Focus on listening\ 2: Offer support\ 5: Avoid judgment