How Would you Handle these Critical Conversations – Post-Course Assessment

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Question 1 of 5

1. Question
1 point(s)
Which of the following represents the best possible option the team manager could choose when it comes to responding to the situation below?

Team Manager: Yes, Shonita. You said you wanted a quick word? What’s up?
Shonita: Yes. My medical reports are in. I have been diagnosed with a condition commonly known as ‘Blackberry Thumb’, a repetitive strain injury. It’s why my right thumb and wrist hurt so much. I’m afraid I won’t be able to work with extensive data entry for much longer. Could we discuss alternative options for me?
- a. “Hmmm, so it’s a genuine reason after all. Leave the matter with me for now. I’ll consult with Senior Managers and get back to you on this”
- b. “Why am I not surprised? You’re always on that phone of yours, typing a mile a minute. And now look what happened”
- c. “That sounds serious. I hope at the very least, you’re not in too much pain. And I agree, we’ll need to explore what alternatives options are available to us at the earliest.”
- d. “I see. That’s not good, but I’m glad you at least know what you’re up against. You mentioned you wouldn't be able to work data entry jobs for much longer. How much longer are we talking about here?”
- e. “We’ll move you out of data entry work queues right away. Fortunately, we need someone to help with filing documents and reviewing process manuals for the next month or so. Not too much typing work there.”
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Question 2 of 5

2. Question
1 point(s)
Which of the following represents Ajay’s best possible response in the critical conversation unfolding below?

Ajay: So how do you think we could ensure we get it right first time consistently, going forward?

Dhruv: I guess I’ll have to be more focused on the task at hand.
- a. “Excellent. I agree. Do that. I want no more mistakes from you.”
- b. “ Alright. You’re saying you’d like to improve your focus levels on whatever task is current for you. Do you have any thoughts on how you’re going to do this? What can I do to help?”
- c. “Dhruv. Let’s try that again. I’ll repeat that question, alright? And if I hear another meaningless generalization come out of you, I’m going to chalk it down to ignorance. Your ignorance!”
- d. “Yes, fine. What else could you do to get it right the first time?”
- e. “You say ‘you guess’. I sense you’re very unsure of whether focus is really the issue here. Would you like me to give you a few suggestions on how to get it right the first time?”
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Question 3 of 5

3. Question
1 point(s)
Which of the following represents the best option the team manager could choose when it comes to responding to the situation below?

Team Manager: Sooraj, it has come to my attention that you’re being very hard on the new joiners in our team. It would be nice if you mellowed down a little, buddy. How else will they relate to you as a subject matter expert?

Sooraj: I’m surprised to hear this. If anything, I think I let them get away with a lot more than I really should. Where is this coming from? When was the last time this was observed?
- a. “Listen Sooraj. This is just a casual chat. No need to get defensive, nothing is being held against you. I know you can be very imposing sometimes, without meaning to be. Just mellow down a bit, that’s all I’m saying.”
- b. “See what I mean? That’s all it took for you to get all interrogative on me. You know very well where this feedback is coming from, and from what I hear, you being overbearing is a fairly regular occurrence. C’mon Sooraj! They’re kids. Give them a break, will you?”
- c. “That is an excellent question. From what I’ve heard, in your huddles with the new joiners, you only discuss negative feedback. New joiners struggle to understand what you appreciate w.r.t their behaviour. The minutes of the meeting you send corroborates this observation. See…the last three MoMs…no mention of who’s doing well. What are your thoughts on this?”
- d. “I see. Sorry, was just relaying what I heard. I believe all feedback is good feedback. Well, to be fair, I suppose being overly lenient does not help either. What do you propose to tighten control and discipline within the team?”
- e. “Really? How interesting. I hear you. Listen, what evidence do you have that you’re more lenient than you should be? Could you share any specific examples/instances? ”
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Question 4 of 5

4. Question
1 point(s)
Which of the following represents the best option the team manager could choose when it comes to responding to the situation below?

Team Manager: What an irresponsible thing to do! After all that hard work, you just threw it away. Why?

Jigar: Sorry. I just wanted to see if I had what it took to crack the IJP, that’s all. I didn’t think I’d clear it at all. But now that I have, I have no intention of moving to another city. And that’s what it would mean to accept the IJP, so I declined it. The company can always pick the runner-up for the post. No harm, no foul.
- a. “No harm, no foul?! That’s your excuse! Well, I guess we’ll find out soon enough, won’t we?.”
- b. “I’m sorry you can’t see for yourself see the damage you have caused, Jigar. Redacting your candidature, especially at this stage, without good reason makes it look like you were mocking the process. To say nothing of the time and resources spent interviewing you, communicating results. Now all parties, from the operations team expecting you to join them in another city to the runner-up will feel like they’re getting a raw deal – a consolation prize – of sorts. And at the very least, people will want to express this displeasure to you directly. I suggest you brace yourself for it. ”
- c. “Jigar, I’m sorry to say that regardless of how you meant no harm, you’ve actually caused a lot of trouble by your actions. And I too I am deeply disappointed. I hope you see that.”
- d. “Can I be really honest with you, Jigar? What you’ve just performed is what is known as a CLM in corporate lingo – A Career Limiting Move. I don’t think I need to say anything else. What on earth were you thinking?”
- e. “Okay. I trust you’re mature enough to see how serious this is though. You’re a nice guy; I know that. Good people make bad decisions sometimes. I hope you’ve learnt your lesson well. Please don’t repeat this again.”
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Question 5 of 5

5. Question
1 point(s)
Which of the following represents the best option the team manager could choose when it comes to responding to the situation below?

Team Manager: That’s why the sooner we rectify this, the better. Any thoughts on where you want to start?

Mahesh: No. I can’t think of anything. I’ll do whatever you say needs doing.
- a. “Come on, Mahesh. Why do you need to be spoon fed all the time? Look…just don’t repeat anything you did the last time while reworking the case. And please, use common sense.”
- b. “You can’t think of even one thing you can do? You’re closer to the ground reality and the details of this case. If you can’t think of a way out, how do you expect me to? ”
- c. “Sure. It’s easy. Don’t panic and don’t tense up. It’s not as bad as it looks. Do this bit of rework when your mind is fresh in the morning. It’ll work out just fine, you’ll see.”
- d. “Sure, Mahesh. It appears you’re out of ideas at the moment. That’s okay; it happens to the best of us. From my perspective, I think you should approach this case from back to front while reworking it. So, do step 5, then step 4 and then Step 3. Errors and details that slip past in normal sequence processing become quite obvious this way. Let me know your findings. Touch base with me during lunch today, and we’ll discuss this further. We should aim to close this matter off by the end of day today.”
- e. “Mahesh, I’m sure there’s something in the process manuals about the issue we’re dealing with. Browse through it carefully. Once you find the resolution, report back to me. We’ll publish it to the entire team, so everyone benefits from this experience.”
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How Would you Handle these Critical Conversations – Post-Course Assessment

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