Hello Friends in this article i am gone to share Coursera Course: Modern Supervisor Skills All Weeks Quiz Answers with you..

Modern Supervisor Skills

Enroll: Modern Supervisor Skills

About this Course

This course provides the essential skills and knowledge that you as a supervisor will need to understand and communicate effectively with employees and customers from a wide variety of backgrounds. At its conclusion, you will be able to:

• Describe the nature of a supervisor’s position and its role in building a positive work environment.
• Identify and apply skills for communicating effectively with individuals and groups.
• Explain the implications of a culturally diverse society and workforce.
• Explain why a strong customer service culture is crucial to organizational success.
• Explain the role of the supervisor in creating a customer-centric organization.

Most importantly, you will be able to apply this knowledge immediately to be an effective, efficient supervisor and deal with employees, other managers and customers appropriately and effectively.

If you want to become or are currently working as a supervisor, this course is made for you. You do not need to have management or supervisory. If you have a high school diploma or its equivalent and a few years of work experience, you are qualified for this course.

There are no prerequisites for this course, and you do not need any special software.

Also visit:  Modern Supervisor Skills Theory

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WEEK 1 QUIZ ANSWERS

Creating a Positive Workplace Practice Quiz Answer

Question 1)
A manager who assigns work to be performed and clarifies accountability and the extent of authority is performing which basic function of management?

• Leading
• Organizing
• Controlling
• Planning

Question 2)
Which principle of management states that employees must be treated kindly, and justice must be enacted to ensure a just workplace?

• Order
• Equity
• Discipline
• Remuneration

Question 3)
Under which circumstances are supervisors considered to be effective?

• Goals are achieved
• Employees are happy
• Minimal resources are used
• Detailed plans are followed

Question 4)
Orders and instructions should flow from the higher manager to the lower one. What is this concept called?

• Division of Work
• Unity of Direction
• Unity of Command
• Chain of Command

Question 5)
Which type of manager implements programs that are intended to carry out the broader objectives set by executives?

• Middle Managers
• Executives
• Supervisors
• Nonmanagerial Employees

Question 6)
A supervisor has led his team to exceed their monthly goal of 20 new clients this month. Which type of results has the supervisor attained?

• cost control
• quality
• quantity
• Human resources management

Question 7)
First-line supervisors face conflicting external pressures from which two groups?

• executives and clients
• managers and executives
• employees and managers
• stockholders and employees

Question 8)
A supervisor works effectively with individuals and groups. They can work with peers, supervisors, as well as subordinates. What type of managerial skills do they have?

• Conceptual
• Technical
• Interpersonal
• Administrative

Question 9)
During which stage of transitioning to a supervisory role are individuals presented with an opportunity for fine-tuning operations, consolidating gains, and seeking new opportunities for making creative improvements?

• Taking hold
• Reshaping
• Refinement
• Immersion

Question 10)
What challenge do new supervisors who are promoted from within face that those who are hired from outside the company do not face?

• Playing favorites
• Employee initiative
• Backing decisions with facts
• Prior relationships with co-workers

Question 11)
Which method of supervision places an emphasis on the job or task that employees are expected to perform to produce results?

• Task-centered supervision
• Employee-centered supervision

Question 12)
Which is the process of taking one job and splitting its duties into two so that the combined time and efforts of two persons will satisfy all the work demands?

• Telecommuting
• Job sharing
• Flexible work schedule
• Task-based work

 

Creating a Positive Workplace Quiz Answer

Question 1)
Which best describes a supervisor who is efficient?

• Achieves goals and objectives above all else
• Devotes a large amount of time to planning
• Uses minimal resources for the amount of outputs produced
• Interviews, selects, and trains people who are most suitable to fill open jobs

Question 2)
Which part of the management process includes measuring results, comparing results to expectations, and taking corrective action to bring results in to line?

• Planning
• Leading
• Controlling
• Organizing

Question 3)
Which type of manager establishes a vision for the organization, develops broad strategies, and motivates and directs managers who report to them?

• Executives
• Middle Managers
• Supervisors
• Nonmanagerial Employees

Question 4)
A supervisor is expert in the processes, required equipment, and potential problems of their job. What type of managerial skills do they have?

• Technical
• Conceptual
• Administrative
• Interpersonal

Question 5)
A new supervisor is getting to know the real problems of their department and becoming fully informed about the operations there. What stage of supervisory transition are they in?

• Reshaping
• Immersion
• Consolidation
• Taking Hold

Question 6)
Which characteristic do employees value most highly in a supervisor?

• Honesty
• Leadership
• Intelligence
• job knowledge

Question 7)
Which method of supervision places an emphasis on a genuine concern and respect for employees?

• Task-centered supervision
• Employee-centered supervision

Question 8)
A supervisor has led their team to exceed their monthly goal of new clients this month. Which type of management results have they attained?

• Management of human resources
• Quantity
• Quality
• Costs and budget control

Question 9)
Which is a system by which employees can choose and periodically change the blocks of time in which they work?

• Telecommuting
• Job sharing
• Task-based work
• Flexible work schedule

Question 10)
Supervisors are unique in facing conflicting external pressures from which two groups?

• Executives and clients
• Clients and employees
• Managers and executives
• Employees and managers

Question 11)
Which management principle states that management must put aside personal considerations and put company objectives firstly?

• Discipline
• Order
• Authority and Responsibility
• Subordination of Individual Interest to Mutual Interest

Question 12)
What management principle is violated when a manager reports jointly to the Vice-President of Marketing and the President of Sales?

• Line of Authority
• Division of Work
• Unity of Direction
• Unity of Command

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WEEK 2 QUIZ ANSWERS

Becoming Customer-Centric Practice Quiz Answer

Question 1)
Analog Corp., a multinational software company, spends time and makes efforts to satisfy its clients by identifying their needs and establishing policies and procedures to support excellence in service delivery. In this case, Analog Corp. is most likely to be a __________.

• Offshoring organization
• Outsourcing organization
• Networking organization
• Customer-centric organization

Question 2)
Who seek out, research, and buy, rent, or lease products or services offered by a business?

• Investors
• Suppliers
• External customers
• Internal customers

Question 3)
The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external clients in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business is called __________.

• Networking
• Downsizing
• Outsourcing
• Customer Service

Question 4)
Which skills do managers need when they are actively engaged in customer service?

• coaching
• communication of policy
• assessing the situation
• controlling the situation

Question 5)
Which is the direction or vision of an organization that supports day-to-day interaction with customers?

• mission statement
• delivery system
• service philosophy
• standards of conduct

Question 6)
Which communicates an organization’s values and purpose and explains what the organization wants to be?

• Code of ethics
• Vision statement
• Service philosophy
• Mission statement

Question 7)
Which situation could lead to a service breakdown?

• A manager prepares a report ready for distribution, on time.
• A hotel room is not ready at the stated check-in time.
• The delivery of needed parts, ordered by a manufacturer, arrives on time.
• Room service food was delivered at the appropriate time and temperature.

Question 8)
Which tactic is best to effectively handle dissatisfied or angry customers?

• Be positive and negotiate a solution.
• Listen passively to the customer’s grievances.
• Have an argument prepared as a defense mechanism.
• Reassure the customers through false promises.

Question 9)
Which is a benefit of exceeding customer expectations?

• Customer defection
• Increase in competition
• Goodwill and positive publicity
• Increase in domineering customers

Question 10)
Which is a suggested strategy for preventing dissatisfaction and promoting problem solving?

• Think like the customer and act accordingly.
• Always sympathize with the customer just to make them feel better.
• Refrain from going the extra mile to provide exemplary service.
• Give in to the whim and request of every customer.

 

Becoming Customer-Centric Quiz Answer

Question 1)
What happens when customers take their business to competitors?

• Customer service
• Customer retaliation
• Customer defection
• Customer avoidance

Question 2)
What is the first step in solving a service problem?

• Make a decision
• Identify a solution
• Identify the problem or issue
• Make a follow-up call

Question 3)
In a purely customer-centric environment, service measurement is typically in terms of which?

• Potential sales
• Employee turnover
• The number of products manufactured
• The number of customer complaints

Question 4)
Which customers are employees of other departments or branches, coworkers, and other people who work within the same organization?

• Current
• Online
• Internal
• External

Question 5)
An associate has just spent 30 minutes showing a customer the features of a tablet. The customer says, “I can get this for a lot less over the Internet. Your prices are outrageous!” Which would be the associate’s LEAST professional response?

• Put the tablet away and help another customer
• Thank the customer politely for coming into the store
• Explain the benefits of buying from the store rather than the internet
• Ask a manager to try to convince the customer to buy from the store

Question 6)
What is the central component in a customer-centric environment?

• Customer
• Service
• Organizational culture
• Products and deliverables

Question 7)
Which is the best indicator of how well a product or service meets a customer’s expectations?

• Benchmarking
• Social media
• Mistake-proofing
• Customer satisfaction

Question 8)
In the event of a service breakdown you can often find a solution by doing which?

• Letting someone else handle it to save your time
• Working without the help of the customer to solve the problem
• Telling the customer to go somewhere else while you handle it
• Using a people-centered approach to problem analysis and problems solving

Question 9)
Which is a good strategy for effectively handling rude or inconsiderate customers?

• Don’t maintain decorum.
• Don’t resort to retaliation.
• Don’t make direct eye contact.
• Don’t compromise, even if needed.

Question 10)
What occurs when lower-level employees are given decision-making and problem-solving authority?

• Empowerment
• Totalitarianism
• Centralization
• Micromanagement

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WEEK 3 QUIZ ANSWERS

Employee Communication Practice Quiz Answer

Question 1)
Which is the exchange of knowledge, skills, and feelings?

• Noise
• Feedback
• Communication
• 360-degree feedback

Question 2)
A supervisor is giving an employee their yearly performance appraisal. The supervisor tells the employee that they have done a great job, but there is room for improvement. The supervisor then asks the employee if they can think of ways to improve performance. How could the supervisor improve their performance appraisal techniques?

• Make more specific observations
• Base comments on personal issues
• Give the recipient a chance to respond
• Provide both positive and negative feedback

Question 3)
Which is the most effective action to take in order to ensure that a subordinate has received an important message correctly?

• Ask the subordinate to explain what they heard.
• Ask the subordinate if he understands the message.
• Put the subordinate on the defensive with questions.
• Read the reactions of the subordinate for nonverbal expressions.

Question 4)
When should you request that an employee do something?

• always
• never
• as often as possible

Question 5)
Which is an example of active listening behavior during a meeting?

• have an attentive expression
• get comfortable in your chair, lean back and relax
• interrupt when you have an important point to make
• make eye contact with the presenter at least once

Question 6)
Which is a method of furnishing knowledge or information in a disciplined, systematic way with the expectation of compliance?

• an instruction
• an order
• a suggestion
• assertive requests

Question 7)
Which is an example of active listening during a meeting?

• checking the time
• changing the subject
• jumping to conclusions
• answering questions directly

Question 8)
Which is the best approach to communicate to auditory learners?

• show a picture of the finished product
• give a description of the finished product
• have the employee create a model of the finished product
• have the employee draw a picture of the finished project

Question 9)
Which method of communication is the most effective for informing your team that the copy machine has been fixed?

• telephone call
• social media
• interoffice memo
• informal chat

Question 10)
What is the most effective method of communication to solve a problem related to your entire group?

• informal chat
• Social media
• Group meeting
• Telephone call

 

Employee Communication Quiz Answer

Question 1)
What is the first step in the basic communication model?

• select a channel
• encode a message
• decoding of the message
• receipt of the message by the receiver

Question 2)
Yesterday an accountant’s boss complained about the format the accountant uses to track inventory and costs and said they can’t understand it. The accountant was surprised since the same format has been used for over 6 months, and the boss has never said anything before. What was wrong with the boss’s feedback?

• It was not timely
• It was too specific
• it focused on a few items
• It contained positive feedback

Question 3)
Which is the flow of information from the receiver of a message back to the original sender?

• jargon
• the channel
• feedback
• perception

Question 4)
Which method of communication is the most effective for regular performance appraisals?

• informal chat
• social media
• telephone call
• planned appointment

Question 5)
What type of written communication would be best for an official notice?

• a memo
• a letter
• a report
• D: giving order

Question 6)
What is a command given forcefully with the expectation of obedience?

• a suggestion
• an order
• an instruction
• an assertive request

Question 7)
A supervisor is most often early to meetings. They sit near the head of the table and nod thoughtfully during the meeting. What type of communication are they demonstrating?

• spoken
• written
• Nonverbal

Question 8)
Which is an appropriate professional use of social media?

• for marketing purposes
• to complain about employees
• to share sensitive information
• to communicate policy changes

Question 9)
Which is unnecessary to report regularly to your boss?

• hearsay related to other departments
• attitudes and morale
• progress toward performance goals and standards
• matters that may cause controversy

Question 10)
Which is the best approach to communicate to kinesthetic learners?

• show a drawing of the ideal finished product
• give a description of the finished product
• have the employee create a model of the finished product
• have the employee repeat the description of the finished product

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WEEK 4 QUIZ ANSWERS

Managing Diversity Practice Quiz Answer

Question 1)
What is a manager who has a simplistic and inaccurate opinion of female subordinates “just because they are women” exhibiting?

• Stereotyping
• the similar-to-me effect
• Quid pro quo sexual harassment
• Hostile environment sexual harassment

Question 2)
Why is a culturally diverse workforce considered to be an asset to an organization?

• They have lower turnover rates.
• Certain ethnic groups are more productive.
• Certain ethnic groups possess a better work ethic.
• Having diverse individuals at work provides a wide range of beliefs and experiences.

Question 3)
In which area would an employee enjoy LITTLE TO NO legal protection?

• Medical Information
• Physical searches
• organizational codes of conduct
• Video surveillance

Question 4)
Which is a system of organizational justice, stipulated by law that applies to all aspects of employment and is intended to provide equal opportunity for all members of the labor force?

• protected groups
• affirmative action
• Equal Employment Opportunity

Question 5)
Which is NOT TRUE about women’s compensation in the workplace?

• On average, women earn less than men.
• Younger women’s wages may soon exceed men’s
• The wage gap between men and women is increasing worldwide.
• Job evaluation has put an end to discrimination in pay in the United States.

Question 6)
Which is the idea that women get promoted more slowly in traditional male fields?

• the glass escalator
• the glass ceiling
• the invisible wall
• the double-bind dilemma

Question 7)
Which is repeated and unwarranted verbal or physical advances or sexually explicit remarks that are offensive or objectionable to the recipient?

• Sexual harassment
• Stereotyping
• Affirmative action
• Discrimination

Question 8)
Which is true regarding employees dating one another?

• Fewer employees date one another today than in the past.
• Dating between co-workers and office romances have a high potential to cause serious problems.
• More HR professionals view employee dating as a problem today than ever before.

Question 9)
Which is good advice for motivating older workers?

• Convey the meaning of each assignment.
• Learn to move faster in making changes.
• Invite younger workers to “reverse mentor” older coworkers
• Praise freely when it is deserved. Younger, inexperienced people are often less confident of their performance and need frequent feedback on its quality.

Question 10)
Which group of workers tend to be self-confident, achievement-oriented, and upbeat?

• Gen Xers
• Millennials
• Baby Boomers

 

Managing Diversity Quiz Answer

Question 1)
Which attitude promotes effective communication between people from different cultures in the workplace?

• Stay away from gossip.
• Treat everyone the same.
• Address others informally.
• Respect each other’s differences.

Question 2)
What behavior is being exhibited if an individual makes assumptions about another based on gender, ethnicity, age or other traits?

• Stereotyping
• Discrimination
• Similar-to-me effect
• Quid pro quo harassment

Question 3)
At what age are workers in the US defined as being “older”?

• 35
• 55
• 40
• 30

Question 4)
In which circumstance would violating an employee’s privacy be justified?

• they have a political sign in their front yard
• they have pictures of their kids on Facebook
• they are at high risk for a hereditary disease
• they were observed stealing and physically searched

Question 5)
For most women, what appears to be the main ingredient missing in the labor market in general and in their jobs in particular?

• having male mentors
• being treated differently from men
• having the same opportunity as men
• a lack of available jobs in female-dominated professions

Question 6)
Which is the idea that women are often evaluated against a “masculine” standard of leadership and for that reason are perceived as too tough or too weak, but never just right?

• the invisible wall
• the glass ceiling
• the glass escalator
• the double-bind dilemma

Question 7)
Which occurs when an employee is subjected to comments of a sexual nature, unwelcome physical contact, or offensive sexual materials as a regular part of the work environment?

• Sexism
• Sex discrimination
• Quid pro quo sexual harassment
• Hostile environment sexual harassment

Question 8)
Which type of sexual harassment occurs when a supervisor tells an employee he or she will be fired if he or she doesn’t sleep with him or her?

• Sexism
• Sex discrimination
• Quid pro quo sexual harassment
• Hostile environment sexual harassment

Question 9)
Which characteristic do Millennials share with Gen Xers?

• They tend to be skeptical and pragmatic.
• They are motivated by stability, job security and money.
• They are likely to have tattoos, and body piercings.
• They plan to remain in the workforce longer than they originally expected.

Question 10)
Which group of workers tend to be risk-takers?

• Gen Xers
• Millennials
• Baby Boomers