28) You have been working on a game design project with your manager who has been repeatedly using inappropriate language which makes you uncomfortable. You have already asked him to stop doing so. What should you do?
6.CONFLICT RESOLUTION: Negotiates diplomatic solutions to interpersonal and workplace issues
29) An angry coworker complains about the way you do your job. Your BEST response is to
30) Which of the following strategies for dealing with conflict requires input from both sides to work through differences to find a win-win solution?
6.CONFLICT RESOLUTION: Negotiates diplomatic solutions to interpersonal and workplace issues
31) When resolving conflict, the main goal is to:
6.CONFLICT RESOLUTION: Negotiates diplomatic solutions to interpersonal and workplace issues
32) At the conclusion of making a presentation to a large group, someone from the audience asks you a long, elaborate question. What is the best practice to use in order to answer the question effectively?
7.LISTENING AND SPEAKING: Listens attentively and asks questions to clarify meaning; articulates ideas clearly in a manner appropriate for the setting and audience
33) What part of your speech sets the tone, gains trust, and gets the audience's attention?
7.LISTENING AND SPEAKING: Listens attentively and asks questions to clarify meaning; articulates ideas clearly in a manner appropriate for the setting and audience
34) While waiting on customers, you notice an elderly woman looking at new computers. You should assume she knows less about computers than the younger customers you serve.
8.RESPECT FOR DIVERSITY: Values individual differences and works collaboratively with people of diverse backgrounds, viewpoints, and experiences
35) Why is having cultural diversity on a company’s staff a good idea?
8.RESPECT FOR DIVERSITY: Values individual differences and works collaboratively with people of diverse backgrounds, viewpoints, and experiences
36) All of the following are barriers to respecting diversity EXCEPT:
8.RESPECT FOR DIVERSITY: Values individual differences and works collaboratively with people of diverse backgrounds, viewpoints, and experiences
37) A customer-service worker, due to her religious beliefs, has refused to serve someone. What should that employee expect?
8.RESPECT FOR DIVERSITY: Values individual differences and works collaboratively with people of diverse backgrounds, viewpoints, and experiences
38) Teaching employees to manage conflict, to collaborate, and to understand cultural differences creates a work environment that supports:
8.RESPECT FOR DIVERSITY: Values individual differences and works collaboratively with people of diverse backgrounds, viewpoints, and experiences
39) Being considerate of other people and cultures is an example of which workplace readiness skill?
8.RESPECT FOR DIVERSITY: Values individual differences and works collaboratively with people of diverse backgrounds, viewpoints, and experiences
40) While in the workplace, you meet a person with a disability. You should
8.RESPECT FOR DIVERSITY: Values individual differences and works collaboratively with people of diverse backgrounds, viewpoints, and experiences
41) Oki is a sales associate at a computer sales store. He notices an older man with tattered clothing enter the store. How should he first approach the customer?
9.CUSTOMER SERVICE ORIENTATION: Anticipates and addresses the needs of customers and coworkers, providing thoughtful, courteous, and knowledgeable service
42) Sierra has taken initiative to create a new operations manual for the office. To gather accurate information for the manual, she decides to survey the staff to determine which procedures are currently used. Sierra is demonstrating:
9.CUSTOMER SERVICE ORIENTATION: Anticipates and addresses the needs of customers and coworkers, providing thoughtful, courteous, and knowledgeable service
43) A customer who speaks little English calls with questions about a product he recently purchased at your store. You are having difficulty understanding him. What is your best approach to helping this customer?
9.CUSTOMER SERVICE ORIENTATION: Anticipates and addresses the needs of customers and coworkers, providing thoughtful, courteous, and knowledgeable service
44) Project tasks have been assigned to individual team members. Which action MOST hurts the potential success of the team?
10.TEAMWORK: Shares responsibility for collaborative work and respects the thoughts, opinions, and contributions of other team members
45) Which of the following BEST describes contributing to the success of any team?
10.TEAMWORK: Shares responsibility for collaborative work and respects the thoughts, opinions, and contributions of other team members
46) _____ allows you the opportunity to define your company's goals, ethics, culture, and norms for decision making.
11.BIG PICTURE THINKING: Understands one's role in fulfilling the mission of the workplace and considers the social, economic, and environmental impacts of one's actions
47) Which of the following is most closely related to the "culture" of an organization?
11.BIG PICTURE THINKING: Understands one's role in fulfilling the mission of the workplace and considers the social, economic, and environmental impacts of one's actions
48) The sometimes predictable fluctuations in economic activity of one company, such as employment and production, are referred to as:
11.BIG PICTURE THINKING: Understands one's role in fulfilling the mission of the workplace and considers the social, economic, and environmental impacts of one's actions
49) What is the result of a large supply but a low demand for a particular product?
11.BIG PICTURE THINKING: Understands one's role in fulfilling the mission of the workplace and considers the social, economic, and environmental impacts of one's actions
50. If you are interested in a promotion, which of the following is essential?
12.CAREER AND LIFE MANAGEMENT: Plans, implements, and manages personal and professional development goals related to education, career, finances, and health
51) You are concerned because you are 50 pounds overweight. A logical, short-term goal is to:
12.CAREER AND LIFE MANAGEMENT: Plans, implements, and manages personal and professional development goals related to education, career, finances, and health
52) When applying for a job that has specific job requirements, you should clarify, emphasize, and elaborate on your ability to perform those tasks in your
12.CAREER AND LIFE MANAGEMENT: Plans, implements, and manages personal and professional development goals related to education, career, finances, and health
53) A benefit to preparing and taking your own lunch to work is:
12.CAREER AND LIFE MANAGEMENT: Plans, implements, and manages personal and professional development goals related to education, career, finances, and health
54) An employer responds positively to Alice's application by calling and asking her to interview in person. Her parent can help her the most by
12.CAREER AND LIFE MANAGEMENT: Plans, implements, and manages personal and professional development goals related to education, career, finances, and health
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