Unit 2 Study Guide Question T.s

Front 1

Most ethics problems in the workplace involve:

Back 1

B. Dishonesty.

Front 2

Communication skills include:

Back 2

A. Reading.

Front 3

Sarah and Billy work at a local restaurant. Sarah arrives promptly each day to relieve Billy. It is Billy's duty condiment containers before he leaves. For the last month, Sarah's customers have complained about being low on condiments and napkins at their tables. Sarah is growing tired of performing Billy's duties along with her own. She blows up at Billy. What should Sarah have done FIRST?

Back 3

B. Talk to Billy calmly about the issue.

Front 4

Which is the best course of action to take when there is more work that can be completed in a given time period?

Back 4

D. Talk to the boss about the situation.

Front 5

A group of people who work together to set goals, make decisions, solve problems, and put ideas into action is called a:

Back 5

C. Team.

Front 6

A leader's willingness to take credit and blame for his or her actions is called:

Back 6

A. Accountability.

Front 7

Which practice demonstrates effective leadership?

Back 7

A. Delegating tasks

Front 8

Using all capital letters in an e-mail message is the same as what in oral communication?

Back 8

D. Shouting

Front 9

The words TO, FROM, DATE, and SUBJECT appear in the heading of a:

Back 9

A. Memorandum.

Front 10

Which written document is usually very brief and resemble a memo?

Back 10

A. E-mail message

Front 11

Anyone who receives feedback should:

Back 11

D. Use it as an opportunity to learn.

Front 12

Which team role sets the team's agenda and helps the group make progress?

Back 12

A. Leader.

Front 13

A group of people from one department or area working together is a/an:

Back 13

B. Functional team.

Front 14

According to the scenario, how should Sarah most effectively express her feelings to Billy?

Back 14

C. " I feel frustrated when you leave the containers for me to fill."

Front 15

Criticism that is presented in a way that can help a person learn and grow is:

Back 15

B. Constructive.

Front 16

Why is the Sandwich Technique effective for providing feedback?

Back 16

A. It provides a positive affirmation along with the criticism.

Front 17

An oral presentation should include:

Back 17

A. An introduction.

Front 18

Which is an appropriate reaction to criticism?

Back 18

D. Understanding

Front 19

Which statement describes the best way to tell someone that their performance is inadequate?

Back 19

B. " Your strengths are in customer service, but you need to improve equipment operation skills."

Front 20

For the employee, teamwork usually result in:

Back 20

D. Increased moral.

Front 21

Which characterizes an effective team?

Back 21

A. Delegation

Front 22

To get along better with your co-workers:

Back 22

A. Listen and answer questions briefly and positively.

Front 23

Which is a characteristic of an effective team leader?

Back 23

D. Listening to everyone's opinion

Front 24

Part of workplace etiquette is to avoid:

Back 24

B. Gossiping.

Front 25

Which is a component of an essay?

Back 25

B. Thesis

Front 26

Which statement about teamwork is TRUE?

Back 26

B. Teams usually take more time to reach a decision than individuals.

Front 27

When talking on the phone at work, it is acceptable to:

Back 27

B. Speak clearly.

Front 28

Which is the most effective written message?

Back 28

B. There will be a sales team meeting tomorrow at 9:00 a.m.

Front 29

When feedback is received, one should:

Back 29

D. Consider suggestions for improvement and positive comments.

Front 30

When an individual has a conflict with another employee, what is the best action to take?

Back 30

B. Communicate the issue privately

Front 31

A result of using teamwork in an organization is:

Back 31

D. Increased production and output.

Front 32

Effective listening:

Back 32

D. Avoids interrupting the sender.

Front 33

Reading is important in the workplace because of the need to read:

Back 33

C. Instructions from the supervisor.

Front 34

Which statement is grammatically correct?

Back 34

A. " She brung the new parts for us to use."

Front 35

Which often has the most effect on the understanding of a spoken message?

Back 35

B. Nonverbal communication.

Front 36

When delivering a speech, it is best to focus on the:

Back 36

C. Audience.

Front 37

The key reason for giving a person constructive criticism is to:

Back 37

B. Indicate an area that needs improvement.

Front 38

The language used when writing a response to a customer's request should be:

Back 38

B. Polite and respectful.

Front 39

When communicating with coworkers, misunderstandings can be reduced by:

Back 39

B. Communicating clearly in written form.

Front 40

When addressing someone involved in a conflict:

Back 40

C. Talk to him/her in a private location.

Front 41

Most workers lose a job because of:

Back 41

C. Poor interpersonal skills.

Front 42

Turning a conflict over to a third party when those involved cannot agree on a solution is:

Back 42

D. Arbitration.

Front 43

Which is a benefit of conflict?

Back 43

A. Differences are often settled.