NCOA DL Set B (Course 15 Version 01, Edition 2) Formative Exercises – Flashcards

1. CORRECT ANSWER: b RATIONALE a. This answer is INCORRECT. According to Team Building chapter, the Five C's of a team are the qualities of community, cooperation, communication, coaching, and coordination, needed in making of a strong team. Although there is slight indication of communication in the scenario, there is not enough information to determine TSgt Tuckman's understanding of the Five Cs. See rationale for correct response for additional information. b. This answer is CORRECT. According to the Team Building chapter, stages of team development are known as the Forming, Storming, Norming, Performing, and Adjourning. It helps determine the progress of the team's development by identifying typical events that occur during each stage and how to properly manage them. In the scenario, there are indications of the work group going through those stages (Forming: introductions and team objective; Storming: disagreements; Norming: when Tuckman refocuses the group; Performing: identifies the problem and develops a plan.) and Tuckman is helping the team move along in those stages to ensure team success. c. This answer is INCORRECT. There is no indication in the scenario for P.E.P. Cycle which, according to the Team Building chapter, is a Panic-Elation-Panic cycle that an idea naturally goes through. There is no indication in the scenario of panic or elation. See rationale for correct response for additional information.

2. CORRECT ANSWER: c RATIONALE a. This answer is INCORRECT. According to the chapter, team dynamics is an, "Ongoing process involving interaction of individuals within a team to move toward or away from achieving the desired objective." There is no evidence in the scenario illustrating team dynamics. TSgt Bair is using his understanding of team roles to select his team. See rationale for correct response for additional information. b. This answer is INCORRECT. See rationale for 'a' and correct response for additional information. c. This answer is CORRECT. According to the Team Building chapter, there are roles that people find most comfortable fulfilling based on their most natural thought processes and behavioral tendencies. TSgt Bair used his understanding of team roles to pick creators, refiners, and advancers to give his team the best chance for success. Because TSgt Bair used his understanding of team roles to build his team, this will most likely enhance team success. d. This answer is INCORRECT. TSgt Bair's understanding of team roles will enhance, not degrade, team success. See rationale for correct response for additional information.

3. CORRECT ANSWER: a RATIONALE: a. This answer is CORRECT. According to the Leader Influence chapter, connection power is the perception of the leader's association with people of influence inside or outside of the organization. This was achieved by Johnson using her connection with the individual at the patient advocacy office to help Carney. This scenario best illustrates Johnson using her connection power and its impact on the NCO effectiveness. b. This answer is INCORRECT. This scenario does not illustrate use of the referent power which, according to the Leader Influence chapter, is based largely on a leader's personal traits. This scenario best illustrates Johnson using her connection power to provide proper medical treatment for her Airman's son. This action shows positive impact on the NCO effectiveness. c. This answer is INCORRECT. This scenario does not illustrate use of the information power which, according to the Leader Influence chapter, is based on a leader's access to data and information that is important to others. This scenario best illustrates Johnson using her connection power to provide proper medical treatment for her Airman's son. This action shows positive impact on the NCO effectiveness.

4. CORRECT ANSWER: b RATIONALE: a. This answer is INCORRECT. There is an indication of a system rewards in the way of training; however, there is no indication in the scenario of personal rewards which, according to the Leader Influence chapter, are reward that come from within us. The scenario shows Bell providing system and supervisory rewards which will most likely increase subordinate effectiveness. b. This answer is CORRECT. According to the Leader Influence chapter, system level rewards are things the organization provides for being a member such as training which is identified in the scenario. Additionally, supervisory rewards are given to those who go beyond the standard such as Bell presenting an Airman with an award for excellence. The efforts of Bell will most likely increase subordinate effectiveness. c. This answer is INCORRECT. There is an indication of a supervisory reward in the way of an Airman receiving the award of excellence; however, there is no indication in the scenario of personal rewards which, according to the Leader Influence chapter, are reward that come from within us. The scenario shows Bell providing system and supervisory rewards which will most likely increase subordinate effectiveness. d. This answer is INCORRECT. There is an indication in the scenario of a supervisory and systems reward in the way of an Airman receiving the award of excellence and training given to the technicians. With these rewards, according to the Leader Influence chapter, will most likely increase subordinate effectiveness.

5. CORRECT ANSWER: a RATIONALE: a. This answer is CORRECT. According to the Negotiation chapter, cooperating is a negotiation style that involves an attempt to satisfy the concerns of all sides through honest discussion. In the scenario, cooperation took place because both parties won (e.g. Smith was able to gather intelligence and conduct his patrols and the villagers received food and medical care with less interruption to their daily routine). b. This answer is INCORRECT. There is no indication that Insist style was used which, according to the Negotiations chapter, is a negotiations style that attempts to overwhelm an opponent with formal authority, threats, or the use of power. There is no evidence of this in the scenario. See rationale for correct response for additional information. c. This answer is INCORRECT. The Settle style was not used which, according to the Negotiations chapter, is a negotiations style that strives for partial satisfaction of both parties' desire by seeking a middle ground. To succeed at settling, both parties must be willing to give up something. There is nothing in the scenario showing that either party gave something up. MSgt Smith sat down with the village leaders and negotiated using collaboration. See rationale for correct response for additional information.

6. CORRECT ANSWER: c RATIONALE: a. This answer is INCORRECT. There is no indication that the Flight Chief used the negotiation styles. According to the Negotiation chapter, the negotiation styles involves the use of one or more of the preferred styles of negotiations (Insist, cooperate, settle, evade, and comply). See rationale for correct response for additional information. b. This answer is INCORRECT. There is no indication that the Flight Chief used the negotiations styles. According to the Negotiation chapter, the negotiation styles involves the use of one or more of the preferred styles of negotiations (Insist, cooperate, settle, evade, and comply). See rationale for correct response for additional information. c. This answer is CORRECT. According to the Negotiations chapter, Negotiation readiness is defined as the capacity of parties to decide it is in their best interest to negotiate an agreement rather than to continue to dispute. Negotiation Ripeness refers to the timing of negotiations. Timing is critical to successful negotiations. The flight chief failed to understand ripeness and readiness as evidenced by his surprise at the section chiefs' responses and how they held firm on their positions which further indicates the situation was neither ready nor ripe for negotiations. Overall, the Flight Chiefs' actions will have a negative impact on his effectiveness. d. This answer is INCORRECT. There is no indication that the Flight Chief used or understands negotiation readiness or ripeness. See rationale for correct response for additional information.

CORRECT ANSWER: a RATIONALE: a. This answer is CORRECT. According to the Resource Stewardship chapter, a Financial Execution Plan is an Air Force product used to balance available funding while delivering goods and services to customers. A well-developed plan includes a prioritized list of known unfunded requirements with justification for each unfunded requirement and a spend plan that projects when and how funds will be spent throughout the fiscal year. The scenario depicts Caskey's understanding of importance of how a well-developed Financial Execution Plan can impact mission success. By training Griggs and developing a solid plan, the organization was prepared to execute the budget and postured for the unfunded request. b. This answer is INCORRECT. There is no evidence in the scenario of Budget Execution Review which, according to the Resource Stewardship chapter, is a two-part process that occurs twice within each budget cycle. The first part requires every level of command to identify, validate, and prioritize its unfunded requirements, and then submit them to higher headquarters for funding consideration. The second part requires each level of command to review and prioritize (rack and stack) all subordinate command unfunded requirements. The scenario best illustrates Caskey's understanding of importance of how a well-developed Financial Execution Plan can impact mission success. By training Griggs and developing a solid plan, the organization was prepared to execute the budget and postured for the unfunded request. c. This answer is INCORRECT. The scenario does not depict a development of Budget Process which, according to the Resource Stewardship chapter, is a perpetual cycle of planning, programming, revising, adjusting, and spending. Each cycle lasts one fiscal year (FY) which begins on 1 October and ends on 30 September of the following year. The scenario best illustrates Caskey's understanding of importance of how a well-developed Financial Execution Plan can impact mission success. By training Griggs and developing a solid plan, the organization was prepared to execute the budget and postured for the unfunded request.

CORRECT ANSWER: b RATIONALE: a. This answer is INCORRECT: There is no indication that Performance Management will help in the scenario which, according to the Resource Stewardship chapter, is a manpower competency that concentrates on programs such as Productivity Enhancement Capital Investment, Fast Payback Capital Investment, Productivity Investment Fund, and Air Force Innovative Development through Employee Awareness that increase workforce efficiency and organization cost effectiveness. In the scenario, Requirement Determination is needed to request ACR in order to increase manpower, but there is no evidence of that by the squadron superintendent. Without the ACR request, the mission of the squadron will suffer. b. This answer is CORRECT: According to the Resource Stewardship chapter, Requirement Determination is a competency that centers on the Authorization Change Request (ACR) which is a multi-purpose instrument used to propose adjustments to a Unit Manpower Document. ACRs are commonly used to request increases, decreases, or realignments of manpower requirements and/or to change attributes on the UMD. There is no evidence in the scenario that the squadron superintendent is requesting a manpower increase to support the additional aircraft. Without this request, the mission of the squadron will suffer. c. This answer is INCORRECT: There is no indication that Program Allocation and Control will help sustainment of the unit's mission effectiveness. According to the Resource Stewardship chapter, it is a competency that centers on the Unit Manpower Document and funded and unfunded position requirements. It has nothing to do with requesting a manpower increase, but provides data needed to make decisions on manning. In the scenario, Requirement Determination is needed to request manpower increase, but there is no evidence of that by the squadron superintendent. Without the ACR request, the mission of the squadron will suffer.

CORRECT ANSWER: c RATIONALE: a. This answer is INCORRECT. The scenario does not best illustrate punishment which, according to the Discipline chapter, can only be administered by officers on G-series orders to the enlisted members. The scenario depicts ineffective use of the Progressive Discipline Process which, if followed, Smith should have given Green some sort of documentation for his substandard behavior. b. This answer is INCORRECT. The scenario does not best illustrate imposed discipline, which, according to the Discipline chapter, is enforced obedience to the legal orders and the regulation. Imposed Discipline is evident in that Green must be at roll call, but the real issue is Smith failing to use the Progressive Discipline Process to correct the substandard behavior. c. This answer is CORRECT. According to the Discipline chapter, supervisors should take the least amount of action necessary to correct behavior and then progress up from there. Smith is not using the Progressive Discipline Process effectively; rather than use progressive discipline (i.e. LOC then LOA then LOR), he continues with verbal counseling for the same infraction which has not been effective.

CORRECT ANSWER: c RATIONALE: a. This answer is INCORRECT. There is nothing in the scenario to indicate there is an issue with task discipline, which, according to the Discipline chapter, is how well we meet the challenges of our job and having a strong sense of the responsibility in performing our jobs to the best of our abilities. Even though the Airmen had training in complying with the standards, the supervisor has to reinforce that clearly through regular feedback. Marble assumes the Airmen understands and does not comply with the prevention concept. b. This answer is INCORRECT. There is nothing in the scenario to indicate there is an issue with task discipline, which, according to the Discipline chapter, is how well we meet the challenges of our job and having a strong sense of the responsibility in performing our jobs to the best of our abilities. Even though the Airmen had training in complying with the standards, the supervisor has to reinforce that clearly through regular feedback. Marble assumes the Airmen understands and does not comply with the prevention concept. c. This answer is CORRECT. According to the Discipline chapter, prevention is the first and most important step to prevent behaviors that are detrimental to personnel or productivity of a work center. Additionally, the supervisor must communicate standards and expectation clearly. Marble assumes the Airmen understand and does not communicate it to them, which will more than likely result in substandard performance. d. This answer is INCORRECT. Marble is using prevention but using it ineffectively which will likely not result in stellar performance from her Airmen. According to the lesson, the supervisor must communicate standards and expectation clearly. Personnel are less likely to ... perform in a substandard manner if they have a clear understanding of where their supervisor stands on standards, desired performance, and supervisor expectations.

CORRECT ANSWER: b RATIONALE: a. This answer is INCORRECT. There is no indication of organizational factors of stress, which according to the Emergent Leadership chapter are associated with task, role, and interpersonal demands; organizational structure; organizational leadership; and the organization's life stage. They can include pressure to avoid errors or complete tasks within time limits, work overload, a demanding and insensitive boss, and unpleasant coworkers. See rationale for correct answer for additional information. b. This answer is CORRECT. The scenario best illustrates the warning signs of stress, which according to the Emergent Leadership chapter, include irritability, emotional outburst, and significant mood changes. SSgt Hightower is showing some of these warning signs (emotional outburst and substandard job performance). c. This answer is INCORRECT. There is no indication of individual factors of stress which, according to the Emergent Leadership chapter is comprised of an individual's personal life, and primarily focuses on family and personal economic problems. See rationale for correct answer for additional information.

CORRECT ANSWER: a RATIONALE: a. This answer is CORRECT. The scenario best indicates the act of self-identification which, according to Emergent Leadership chapter, is when an individual that is not currently under investigation or pending action because of an alcohol-related incident willingly discloses they have a substance abuse problem with the intent of entering treatment. Once assessed, the ADAPT program manager along with the treatment team will determine an appropriate clinical course of action, most likely preventing an alcohol related incident. b. This answer is INCORRECT. See alternative a. c. This answer is INCORRECT. There is no indication in the scenario of an intervention, which according to the Emergent Leadership chapter, is a professionally structured event that includes the member's significant others. Intervention is the processes of helping the member recognize, at the earliest possible moment, that he or she needs treatment for self-destructive drinking or drug abuse, and includes effective communication, referral, and treatment. d. This answer is INCORRECT. There is no indication in the scenario of the need for an intervention, which according to the Emergent Leadership chapter, is a professionally structured event that includes the member's significant others and is the processes of helping the member recognize, at the earliest possible moment, that he or she needs treatment for self-destructive drinking or drug abuse. Intervention is not necessary in this scenario, since Thornton has self-identified to Wyatt that he has a substance abuse problem and needs help.

CORRECT ANSWER: a RATIONALE: a. This answer is CORRECT. This scenario best illustrates the warning signs of suicide, which according to the Emergent Leadership chapter, include thoughts of suicide, a suicide plan, and access to the method of suicide described. Brock recognizes these warning signs and offers to help Noble, as every good Wingman should. b. This answer is INCORRECT. There is no indication of substance abuse, which according to the Emergent Leadership chapter, refers to any pattern of unconventional misuse of any substance for nonmedical purposes that produces a known health risk or constitutes a danger to self or others. Noble has prescription medication and has shown no signs of abuse as yet. See rationale for correct answer for additional information. c. This answer is INCORRECT. Although Brock mentions Nobles behavior has changed, nothing in the scenario indicates behavioral symptoms , which according to the Emergent Leadership chapter, include changes in productivity, absence, and turnover, as well as changes in eating habits, increased smoking or consumption of alcohol, rapid speech, fidgeting, and sleep disorders. See rationale for correct answer for additional information.

CORRECT ANSWER: b RATIONALE: a. This answer is INCORRECT. According to the Emergent Leadership chapter, workplace bullying includes actions, decisions, and behaviors such as unwarranted or invalid criticism or blame without factual justification; treating some members differently than others, and excluding certain members from events to isolate them socially. It also includes physical intimidation (proximal), shouting, swearing and taking actions that embarrass or humiliate the target. Workplace bullying, in general, is not illegal. b. This answer is CORRECT. The briefing BEST explains unlawful discrimination, which according to the Emergent Leadership chapter, includes discrimination based on color, national origin, race, religion, or sex. c. This answer is INCORRECT. According to the Emergent Leadership chapter, sexual harassment is a form of sex discrimination that involves unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature in certain circumstances (listed in the chapter). The harasser may be a man or a woman, and the victim does not have to be of the opposite sex.

CORRECT ANSWER: a RATIONALE: a. This answer is CORRECT. The paragraph best explains the concept of Cognitive Flexibility which, according to the Change Management lesson, Cognitive Flexibility is the concept of scanning the environment to identify changes as they occur or to see the changes coming and making sense out of a situation. Additionally, it involves developing several possible plans for responding to change. b. This answer is INCORRECT. There is nothing in the scenario indicating Dispositional Flexibility which, according to Change Management chapter, is about operating from a place of optimism grounded in realism and openness. It acknowledges a bad situation while simultaneously visualizing a better future. Instead, the paragraph explains the concept of Cognitive Flexibility where the focus is expecting the changes, developing an understanding, and creating strategies. c. This answer is INCORRECT. There is nothing in the scenario indicating Emotional Flexibility which, according to Change Management chapter, is about having the ability to change our approach to dealing with our own and others' emotions. Instead, the paragraph explains the concept of Cognitive Flexibility where the focus is expecting the changes, developing an understanding, and creating strategies.

CORRECT ANSWER: d a. This answer is INCORRECT. Perez is effectively using the steps of directive change in this scenario. According to Change Management lesson, Directive Change Cycle is a change imposed upon the group or organization. As the group is forced to comply, individual behavior is affected through compliance within the group. The application of Perez's position power is being used to change group behavior, then individual behavior, which causes an increase in knowledge, and ultimately a change in attitude. See the rationale for the correct answer for additional guidance. b. This answer is INCORRECT. The change was directed from a higher authority, thus TSgt Perez is simply attempting to implement the change rather than ask for team members' input and participation, which is part of the Participative Change Cycle according to Change Management lesson. See the rationale for the correct answer for additional guidance. c. This answer is INCORRECT. Nothing in the scenario indicates the Changing Phase which, according to Change Management lesson, involves the actual modification of technology, tasks, structure, or people. This is the movement from the old state, or previous norms, to a new state. Therefore, there is not enough information to determine effective or ineffective use of the Changing Phase. See the rationale for the correct answer for additional guidance. d. This answer is CORRECT. TSgt Perez used the Unfreezing Phase of Change Management, which according to that lesson there are three phases of change: unfreezing, changing, and refreezing. During the Unfreezing (phase 1) the first step is to recognize the need for change (was recently informed), next create a felt need for the change, that is sell the importance of the change (planned how to tell his team), then deal with resistance to change by developing a plan to calm fears, to put them at ease by informing them how their new responsibilities can positively influence change (After answering several questions), and talk with personnel directly affected by the changes (gathering everyone for the announcement and implementation). All of this will increase the likelihood of a successful change.

CORRECT ANSWER: b RATIONALE: a. INCORRECT: Although the narrative hints at Problem Solving, it does not BEST explain the Eight-Step Problem Solving Process, which according to the Continuous Improvement chapter, "Is a team-centered, systematic, common-sense problem solving approach aimed at increasing combat capability, making Air Force units more effective and efficient, and enhancing and enabling the Warfighter" b. CORRECT: The narrative BEST explains Decision Analysis, which according to the Continuous Improvement chapter, "Decision Analysis is a systematic process based on the thinking pattern that you use when making choices." As NCOs, when you have to make critical decisions and solve complex problems, you should use a "systematic" process to make good, confident, reliable, and justifiable decisions. ...a process that allows you to stand back and look at "the whole picture" of the situation, in order to make the wisest and safest choice—through careful consideration of ALL the factors. c. INCORRECT: Nothing in the narrative explains Resource Stewardship, which according to that chapter, "Resource Stewardship is the careful and responsible management of resources under one's control." For the NCO, this requires the efficient and effective use of assigned personnel, material, financial, information and technology, energy, and warfare resources to ensure mission success.

CORRECT ANSWER: c RATIONALE: a. INCORRECT: TSgt Gerry and her subordinates did not use Decision Analysis, which according to the Continuous Improvement chapter includes four steps: 1) decision statement, 2) objectives [musts and wants], 3) gathering alternatives, and 4) risk analysis. See rationale for the correct response for additional information. b. INCORRECT: TSgt Gerry and her subordinates did not use Decision Analysis, which according to the Continuous Improvement chapter, includes four steps: 1) decision statement, 2) objectives [musts and wants], 3) gathering alternatives, and 4) risk analysis. See rationale for the correct response for additional information. c. CORRECT: Because the team used the first five steps of the Eight-Step Problem Solving Process, it is highly likely that they will continue through the rest of the steps to solve the work center problem, and solving the problem will most likely increase mission effectiveness. According to the Continuous Improvement chapter, problem solving is a team-centered systematic common-sense approach that involves an eight-step process designed to increase combat capability, make Air Force units more effective and efficient, and enhance and enable the war fighter. In the scenario, TSgt Gerry and her subordinates have used steps 1 through 5 of the eight steps: 1) Observe first-hand what is taking place, 2) Review key process indicators and conduct performance gap analysis, 3) Set challenging but achievable targets, 4) Determine root cause (analyze the primary causes of all the complaints), and 5) Develop countermeasures and determine their workability. d. INCORRECT: The team's use of the first five steps of the Eight-Step Problem Solving Process will more than likely increase, not decrease mission effectiveness. See rationale for the correct response for additional information.

CORRECT ANSWER: b a. This answer is INCORRECT. According to the Culture of Engagement chapter, flagging is a technique used to emphasize your message. You can use verbal clues such as the tone of voice and nonverbally with hand gestures or facial expressions to emphasize a point. However, there is no evidence that Sands is applying this technique. It does illustrate him using the bridging technique by moving away from the question on Pakistan and into the positive message of the humanitarian mission. This has demonstrated a positive impact on NCO effectiveness. b. This answer is CORRECT. According to the Culture of Engagement chapter, bridging is a technique used to move from the reporter's agenda to your message. Also, bridging is a way to smoothly transition from the question asked to your message. In the scenario, Sands has used this technique to move away from the question on Pakistan and into the positive message of the humanitarian expeditionary operation. This has demonstrated a positive impact on NCO effectiveness. c. This answer is INCORRECT. According to the Culture of Engagement chapter, hooking is a technique used to take advantage of opportunities before the interview to get the reporter interested in what you want to talk about. The idea is to entice the interviewer into your agenda. However, there is no evidence that Sands is applying this technique. It does illustrate him using the bridging technique by moving away from the question on Pakistan and into the positive message of the humanitarian mission. This has demonstrated a positive impact on NCO effectiveness.

CORRECT ANSWER: c a. This answer is INCORRECT. According to Culture of Engagement chapter, one of the guidelines of using a social media is ensuring to use disclaimers to identify that it is your opinion and not that of the organization. It needs to identify to readers that the view you express are yours alone and that they do not necessarily reflect the view of the Air Force. In the scenario, posting of the disclaimer might have been appropriate but it will still create a negative view of the Air Force because of the offensive posting about Muslims. b. This answer is INCORRECT. According to Culture of Engagement chapter, one of the guidelines of using a social media is not divulging classified, FOUO or sensitive materials, photos, or video. There is a chance that the classified information may be accidently released by Newby, but the scenario has more evidence of Newby behaving in an offensive manner and causing negative view of the Air Force and reducing mission effectiveness. c. CORRECT. According to Culture of Engagement chapter, one of the guidelines of using social media is avoiding the offensive. It tells us not to post any defamatory, libelous, vulgar, obscene, abusive, profane, threatening, racially and ethnically hateful, or otherwise offensive or illegal information or material. Since Newby is recognized as an Air Force member, he is portraying a negative view of the Air Force by posting offensive pictures and comments and will reduce mission effectiveness.

CORRECT ANSWER: b RATIONALE: a. This answer is INCORRECT: According to the Interpersonal Communication chapter, the feedback process controls effectiveness through evaluations and judgments, whereas counseling works to maintain or improve effectiveness through guidance. There is no indication in the scenario that TSgt Cho is conducting feedback or counseling. See rationale for correct response for additional information. b. This answer is CORRECT: In the scenario, TSgt Cho demonstrates effective interpersonal skills by listening and valuing his subordinates viewpoint (Working Relationships), providing and accepting constructive feedback (Working Relationships), and allowing subordinates to discuss their job ("Because our patient questionnaire is several pages long, it delays patient in-processing. If we sent the questionnaire to our patients ahead of time, it would speed up in-processing.") (Working Relationships). According to the Interpersonal Communication chapter, one of the benefits of effective interpersonal skills on improving working relationships with subordinates was they are willing to share finer details of the job and their performance of it. Furthermore, his regular meetings to discuss the goals of the clinic and how the goals align with his subordinates personal goals demonstrates an understanding of the work center Climate (situational climate), which according to the Interpersonal Communication chapter, the situational climate contends that organizational and individual goals need not be at odds with one another; thus, this climate falls midway between the dehumanized and over humanized climates. The perception of similarity between personal and organizational goals should promote increased productivity, which, in turn, may increase the amount of intrinsic motivation and a greater sense of responsibility by subordinates. c. This answer is INCORRECT: According to the Interpersonal Communication chapter, basic interpersonal skills can be broken down into three categories: Pre-session, Session, and Post-session skills. Pre-session activities include: diagnosing, and preparing. During the session, opening, attending, responding, resolving, and closing skills are used. Post-session activities include follow-up actions. There is no indication in the scenario that TSgt Cho performed these activities. See rationale for correct response for additional information.

CORRECT ANSWER: c RATIONALE: a. This answer is INCORRECT: MSgt Bixby is conducting counseling, not feedback. According to the Interpersonal Communication chapter, feedback, is the active communication process for controlling effectiveness where you evaluate or judge subordinate performance (formal feedback and EPRs) and respond by either promoting a change in behavior or by reinforcing present performance and counseling is simply telling subordinates how they are doing. It is critical, especially when you first contact new Airmen. It works to maintain or improve effectiveness through verbal or written guidance that empowers subordinates to achieve goals. See rationale for correct response for additional information. b. This answer is INCORRECT: See rationale for "a" and correct response. c. This answer is CORRECT: MSgt Bixby used basic interpersonal skills effectively, which, according to the Interpersonal Communication chapter, basic interpersonal skills can be broken down into three sections: Pre-session, Session, and Post-session. Pre-session activities include: diagnosing, and preparing. During the session, opening, attending, responding, resolving, and closing skills are used. Post-session activities include follow-up actions. Bixby knows Johnson was showing up late, doing poor work, and failing to fulfill his supervisory responsibilities and schedules a meeting with Johnson for the next day (pre-session). He welcomes Johnson to the meeting and said, "I have noticed that your work performance has dropped off and you have been late for work several times. What is going on? (opening skills) Bixby notices Johnson looking uncomfortable, Bixby encouraged him. (attending skills) "What sort of problems?" Bixby replied. Johnson says, ""I rarely have enough money to make ends meet so I took a part time job. Now I work 16 hours a day and don't have time for anything else." Bixby asks, "Have you considered asking for help?" (responding/resolving skills) Johnson replies, "No! I didn't want anyone to know." Bixby said, "I understand how you feel, but since your situation is interfering with your work here we need to get you some help." Johnson agreed. Bixby immediately schedules an appointment for Johnson with a financial counselor and then schedules follow up meeting. After Johnson departs, Bixby documents the session. (Closing Skills/follow up) d. This answer is INCORRECT: MSgt Bixby used basic interpersonal skills effectively. See rationale for correct response.