1. In this chapter, unless specifically indicated, what does counseling refer to?
2. It is not the purpose of the “heart-to-heart” counseling session to provide what?
3. Counseling becomes most effective when management recognizes what?
4. How is the “heart-to-heart” counseling session broken down?
5. Basically, what is the “sandwich technique”?
6. Professional bearing includes what type of characteristics?
7. What is Step 1?
8. How might Step 1 begin?
9. What might be considered inappropriate, unprofessional opening behavior?
10. What is Step 2?
11. Give an example of a factual observation, and what would not be a factual observation.
12. What is Step 3?
13. What statement might be used to start Step 3?
14. What does the manager/instructor become as soon as the co-worker/learner begins to respond?
15. The attitude of careful listening promotes open communication. What does it also help?
16. If the explanation bogs down, what how might prompting be done?
17. What is Step 4?
18. Why is the review of the main points presented in Step 3 important?
19. How might a Step 4 review be presented?
20. What continues to be fundamental?
21. What role should the manager/instructor not attempt to assume?
22. What is step 5?
21. What must managers and instructors possess?
22. What must managers and instructors remember?
23. What is the “heart-to-heart counseling method designed to do?
24. What is Step 6?
25. At what times should, or must, an action plan be established?
26. Why is a follow-up plan important?
27. What is step 6?
28. What is the quick review used to do?
29. What is step 8?
30. What statement might be used as a positive, supporting closing?