PGA PGM 3.0 - Level 3 Practice Questions
and Verified Answers
A staff member continues to struggle with customer service levels.
The General Manager communicates a solution to the staff member.
Which of the size actions for correcting performance problems have
been omitted? - ✔✔✔ ANSWER-Address the problem early
How can a manager increase the chances of finding a quick and
mutually satisfying resolution to a performance problem without
having to go through the multiple stages of the problem-solving
process? - ✔✔✔ ANSWER-Address the problem early
What action increases the chances of finding a solution that satisfies
all parties? - ✔✔✔ ANSWER-Address the problem early
How can a manager identify if a performance problem continues to
exists after an agreed upon course of action? - ✔✔✔ ANSWER-
Establish a timetable to follow up
During a joint problem-solving discussion, what is the manager's role
when identifying potential resolutions to a performance problem? -
✔✔✔ ANSWER-Ensure clear expectations and how to achieve them
Why is the manager's involvement in the follow-up process during
joint problem-solving important? - ✔✔✔ ANSWER-Shows commitment
to solving the problem.
,During the joint problem-solving process, why is it important that the
manager state the concern in relation to the expectations for the job
or task? - ✔✔✔ ANSWER-Avoid making blaming statements
During the joint problem-solving discussion, what must a manager and
employee mutually agree upon? - ✔✔✔ ANSWER-Identify specific
actions
What is one of the mangers goal's during the joint problem-solving
discussion? - ✔✔✔ ANSWER-Narrow the gap between expectations
and results.
Which stage of the Four-Stage Problem Solving Sequence gives the
performer the opportunity to take ownership of the solution to the
problem? - ✔✔✔ ANSWER-Joint Problem-Solving
What is the relationship between the timetable for the reinforced
problem-solving and join problem-solving? - ✔✔✔ ANSWER-Shorter
because the problem is urgent
How will the manager's demeanor change during reinforced problem-
solving? - ✔✔✔ ANSWER-Mentor, be more assertive
What is the first action step used during reinforced problem-solving? -
✔✔✔ ANSWER-Set up discussion that the problem is not resolved.
During a reinforced problem-solving meeting, what would be expected
,to happen after addressing performance concerns and reviewing
previous agreements? - ✔✔✔ ANSWER-Invite the performer to specify
the course of action.
The Head Golf Professional has already held a joint problem-solving
meeting and the staff member continues to arrive late for work. Why
is there a need for a reinforced problem-solving meeting? - ✔✔✔
ANSWER-Lack of progress
A staff member continues to struggle with tardiness to work. The Head
Golf Professional has already had a joint problem-solving meeting to
resolves the performance issue. Why is there a need for a reinforced
problem-solving meeting? - ✔✔✔ ANSWER-Lack of progress
What distinguishes a difference between joint problem-solving and
reinforced problem-solving? - ✔✔✔ ANSWER-Greater sense of urgency
with reinforced problem-solving
What is a likely result of requiring an immediate response during final
decision-making? - ✔✔✔ ANSWER-Reluctant acquiescence or on the
spot resignation
Why is it important to give the performer time to reflect during the
final decision-making? - ✔✔✔ ANSWER-May give the answer the
manager wants to hear instead of being honest.
Which interaction strategy would a manager use during the final
decision-making stage? - ✔✔✔ ANSWER-Directing
, During final decision-making, what is an appropriate time period that
should be given to the performer to reflect and commit to solving the
performance problem? - ✔✔✔ ANSWER-Typically, overnight
What action step is different between final decision-making and
reinforced problem-solving? - ✔✔✔ ANSWER-Performer must provide a
written statement of conditions / designate a period of time
What manager behavior is appropriate during the termination stage? -
✔✔✔ ANSWER-Be clear and decisive, yet considerate
During the termination stage, what prevents the employee from
debating the merits of the decision in order to main employment? -
✔✔✔ ANSWER-Review the problem-solving process and refer to that
there was no adequate improvement
During what stage of correcting performance problems is it important
to determine if the performer is unwilling or unable to meet agreed
upon performance expectations? - ✔✔✔ ANSWER-Termination
During the termination meeting, the performer begins to criticize the
manager's decision. What is the action step the manager should take?
- ✔✔✔ ANSWER-Review the problem-solving process and refer to that
there was no adequate improvement.
What action step is taken after explaining the rationale for terminating
employment? - ✔✔✔ ANSWER-Indicate final date of employment
and Verified Answers
A staff member continues to struggle with customer service levels.
The General Manager communicates a solution to the staff member.
Which of the size actions for correcting performance problems have
been omitted? - ✔✔✔ ANSWER-Address the problem early
How can a manager increase the chances of finding a quick and
mutually satisfying resolution to a performance problem without
having to go through the multiple stages of the problem-solving
process? - ✔✔✔ ANSWER-Address the problem early
What action increases the chances of finding a solution that satisfies
all parties? - ✔✔✔ ANSWER-Address the problem early
How can a manager identify if a performance problem continues to
exists after an agreed upon course of action? - ✔✔✔ ANSWER-
Establish a timetable to follow up
During a joint problem-solving discussion, what is the manager's role
when identifying potential resolutions to a performance problem? -
✔✔✔ ANSWER-Ensure clear expectations and how to achieve them
Why is the manager's involvement in the follow-up process during
joint problem-solving important? - ✔✔✔ ANSWER-Shows commitment
to solving the problem.
,During the joint problem-solving process, why is it important that the
manager state the concern in relation to the expectations for the job
or task? - ✔✔✔ ANSWER-Avoid making blaming statements
During the joint problem-solving discussion, what must a manager and
employee mutually agree upon? - ✔✔✔ ANSWER-Identify specific
actions
What is one of the mangers goal's during the joint problem-solving
discussion? - ✔✔✔ ANSWER-Narrow the gap between expectations
and results.
Which stage of the Four-Stage Problem Solving Sequence gives the
performer the opportunity to take ownership of the solution to the
problem? - ✔✔✔ ANSWER-Joint Problem-Solving
What is the relationship between the timetable for the reinforced
problem-solving and join problem-solving? - ✔✔✔ ANSWER-Shorter
because the problem is urgent
How will the manager's demeanor change during reinforced problem-
solving? - ✔✔✔ ANSWER-Mentor, be more assertive
What is the first action step used during reinforced problem-solving? -
✔✔✔ ANSWER-Set up discussion that the problem is not resolved.
During a reinforced problem-solving meeting, what would be expected
,to happen after addressing performance concerns and reviewing
previous agreements? - ✔✔✔ ANSWER-Invite the performer to specify
the course of action.
The Head Golf Professional has already held a joint problem-solving
meeting and the staff member continues to arrive late for work. Why
is there a need for a reinforced problem-solving meeting? - ✔✔✔
ANSWER-Lack of progress
A staff member continues to struggle with tardiness to work. The Head
Golf Professional has already had a joint problem-solving meeting to
resolves the performance issue. Why is there a need for a reinforced
problem-solving meeting? - ✔✔✔ ANSWER-Lack of progress
What distinguishes a difference between joint problem-solving and
reinforced problem-solving? - ✔✔✔ ANSWER-Greater sense of urgency
with reinforced problem-solving
What is a likely result of requiring an immediate response during final
decision-making? - ✔✔✔ ANSWER-Reluctant acquiescence or on the
spot resignation
Why is it important to give the performer time to reflect during the
final decision-making? - ✔✔✔ ANSWER-May give the answer the
manager wants to hear instead of being honest.
Which interaction strategy would a manager use during the final
decision-making stage? - ✔✔✔ ANSWER-Directing
, During final decision-making, what is an appropriate time period that
should be given to the performer to reflect and commit to solving the
performance problem? - ✔✔✔ ANSWER-Typically, overnight
What action step is different between final decision-making and
reinforced problem-solving? - ✔✔✔ ANSWER-Performer must provide a
written statement of conditions / designate a period of time
What manager behavior is appropriate during the termination stage? -
✔✔✔ ANSWER-Be clear and decisive, yet considerate
During the termination stage, what prevents the employee from
debating the merits of the decision in order to main employment? -
✔✔✔ ANSWER-Review the problem-solving process and refer to that
there was no adequate improvement
During what stage of correcting performance problems is it important
to determine if the performer is unwilling or unable to meet agreed
upon performance expectations? - ✔✔✔ ANSWER-Termination
During the termination meeting, the performer begins to criticize the
manager's decision. What is the action step the manager should take?
- ✔✔✔ ANSWER-Review the problem-solving process and refer to that
there was no adequate improvement.
What action step is taken after explaining the rationale for terminating
employment? - ✔✔✔ ANSWER-Indicate final date of employment
