Modern Supervisor Skills complete course is currently being offered by Institute of Certified Professional Managers through Coursera platform. 

Modern Supervisor Skills Week 1 Quiz Answers - Creating a Positive Workplace

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

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

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? 

• Leading 
• Controlling 
• Planning 
• 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? 

• Nonmanagerial Employees 
• Executives 
• Middle Managers 
• Supervisors 

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? 

• Conceptual 
• Administrative 
• Interpersonal 
• Technical 

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? 

• Consolidation 
• Reshaping 
• Immersion 
• Taking Hold 

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

• Leadership
• Honesty
• 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 
• Costs and budget control 
• Quality 

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

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

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

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

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

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

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

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

Modern Supervisor Skills Week 2 Quiz Answers - Becoming Customer-Centric

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

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

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

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

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

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

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

• Current 
• Online
• External
• Internal

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?

•  Thank the customer politely for coming into the store 
•  Put the tablet away and help another customer
•  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?

• Products and deliverables 
• Customer
• Service
• Organizational culture

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

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

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

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

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

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

• Empowerment
• Centralization
• Micromanagement 
• Totalitarianism

Modern Supervisor Skills Week 3 Quiz Answers - Employee Communication

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

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

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

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

• the channel 
• feedback
• perception
• jargon

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

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

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

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

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

• an instruction
• a suggestion 
• an order
• 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?

• Nonverbal
• spoken
• written

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

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

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

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

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

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

Modern Supervisor Skills Week 4 Quiz Answers - Managing Diversity

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

• Treat everyone the same. 
• Stay away from gossip.
• 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?

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

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

• 40
• 30
• 35
• 55 

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

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

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

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

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

•  They are motivated by stability, job security and money.
•  They are likely to have tattoos, and body piercings.
•  They tend to be skeptical and pragmatic.
•  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