UNIT A TEST

Sarah and Billy work at a local restaurant Sarah and Billy work at a local restaurant. Sarah arrives promptly each day to relieve Billy. It is Billy’s duty to refill condiment containers before he leaves. For the past month Sarah’s customers have complained about being low on condiments and napkins at their table. Sarah is growing tired of performing Billy’s duties along with her own. She blows up at Billy. 1. What should Sarah have done FIRST? A. Report the incident to the boss B. Talk to Billy calmly about the issue C. Accuse Billy of being lazy D. Continue to ignore the issue

2. Which statement best describes the best way to tell someone that their performance is inadequate? A. “You don’t have any of the skills necessary to do this job and don’t have the ability to learn them.” B. “Your strengths are in customer service, but you need to improve equipment operations skills.” C. “You never do anything right.” D. “You dress professionally, but don’t act professionally.”

5. Why is the Sandwich Technique effective for providing feedback? A. It provides a positive affirmation along with the criticism. B. It sandwiches the criticism together with a complaint. C. It always keeps the individual from getting upset. D. It keeps the individual from understanding what he needs to improve.

8. Which statement about teamwork is true? A. Individuals work more efficiently than teams. B. Teams usually take more time to reach a decision than individuals. C. Individuals reach more creative decisions than teams. D. Teams always function better than individuals.

9. According to the scenario, how should Sarah most effectively express her feelings to Billy? A. “You’re lazy and I’m tired of doing your work.” B. “You make me so mad!” C. “I feel frustrated when you leave the containers for me to fill.” D. “I think that you need to do a better job filling the containers.”

11. Which is the best course of action to take when there is more work than can be completed in a given time period? A. Work extra hours to get everything done. B. Resign. C. Don’t do the extra work. D. Talk to the boss about the situation.

25. When feedback is received, one should: A. Throw it away. B. Give it to the teacher. C. Look only at the good this suggested by peers. D. Consider suggestions for improvement a positive comments.

26. Reading is important in the workplace because of the need to read: A. Shakespeare’s great work. B. A co-worker’s e-mail. C. Instructions from the supervisor. D. TV guide.

27. A group of people who work together to set goals, make decisions, solve problems, and put ideas into action is called a: A. Transition B. Job C. Team D. Priority

28. Which is a characteristic of an effective team leader? A. Controlling actions of others B. Dominating meeting time C. Showing favoritism D. Listening to everyone’s opinion

29. Which is the most effective written message? A. Meeting tomorrow-9:00 B. There will be a sales team meeting tomorrow at 9:00 a.m. C. There will be a meeting D. There’s a meeting of the sales dept tomorrow.

30. Which reason would a carpenter, farmer, or brick mason most likely give for working? A. Compassion B. Prestige. C. Sense of achievement D. Sense of development.

62.The key reason for giving a person constructive criticism is to: A. Pay back criticism. B. Indicate an area that needs improvement. C. Discourage initiative. D. Provide grounds for dismissal.

63. Criticism that is presented in a way that can help a person learn and grow is: A. Destructive. B. Constructive. C. Always presented in a group. D. Only from the supervisor.

64. Effective listening: A. Allows the receiver to be on the defensive. B. Gives the listener more opportunity to block messages. C. Has very little value. D. Avoids interrupting the sender.

65. Which often has the most effect on the understanding of a spoken message? A. What is said? B. What is heard? C. Nonverbal communication D. Voice tone

66. When talking on the phone at work, it is acceptable to: A. Chew gum quietly. B. Speak clearly. C. Eat or drink quietly. D. Immediately place a caller on hold.

67. The words TO, FROM, DATE, and SUBJECT appear in the heading of a: A. Memorandum. B. Business letter. C. Table of contents. D. Good news letter

68. The words TO, FROM, DATE, and SUBJECT appear in the heading of a: A. Memorandum. B. Business letter. C. Table of contents. D. Good news letter

69. Which written document is usually very brief and resembles a memo? A. E-mail message B. Letter of application. C. Performance evaluation. D. Word processing document.

70. When addressing someone involved in a conflict: A. Use “you” messages. B. Use profanity. C. Talk to him/her in a private location. D. Speak loudly and sharply.

71. Which team role sets the team’s agenda and helps the group make progress? A. Leader B. Taskmaster C. Critic D. Recorder

72. A result of using teamwork in an organization is: A. Less Competition. B. Equal salaries. C. Decreased worker morale. D. Increased production and output.

73. When communicating with co-workers, misunderstandings can be reduced by: A. Only communicating in written form. B. Communicating clearly in written form. C. Never entering into a conversation at work. D. Speaking before thinking about a response.

74. The language used when writing a response to a customer’s request should be: A. Threatening. B. Polite and respectful. C. Critical. D. Harsh and accusing

75. A group of people form one department or area working is a/an: A. Cross-functional team. B. Functional team. C. Multi-functional team. D. Inter-departmental team.

76. Using all capital letters in an e-mail message is the same as what in oral communication? A. Whispering. B. Laughing. C. Crying. D. Shouting.

77. A leader’s willingness to take credit and blame for his or her actions is called: A. Accountability. B. Decisiveness. C. Empathy. D. Vision.

78.Most workers lose a job because of: A. Weak academic abilities. B. Weak occupational skills. C. Poor interpersonal skills. D. Family responsibilities.

79.When an individual has a conflict with another employee, what is the best action to take? A. Communicate the issue publicly. B. Communicate the issue privately. C. Communicate while angry. D. Communicate in writing.

80. Which practice demonstrates effective leadership? A. Delegating tasks B. Making decisions for the group C. Trying to do everything for the group D. Taking over the committee discussions.

81. A person who wants to be successful values: A. Achievement. B. Compassion. C. Responsibility. D. Relationship

Which is a benefit of conflict? A. Differences are often settled. B. Workplace injuries are prevented C. Stress is caused. D. Relationships are weakened.

96. Part of workplace etiquette is to avoid: A. Dressing neatly. B. Gossiping. C. Smiling at others. D. Calling people by name.

98. Which is an appropriate reaction to criticism? A. Defensiveness B. Denial C. Anger D.Understanding

98. Most ethics problems in the workplace involve: A. Loyalty. B. Dishonesty. C. Punctuality. D. Confidentiality.

99. Which characterizes an effective team? A. Delegation. B. Discrimination. C. Harassment. D. Stereotyping.

100. Anyone who receives feedback should: A. Be offended. B. Be resentful. C. Use it to gain revenge on the sender. D. Use it as an opportunity to learn.

101. Communication skills include: A. Reading. B. Math. C. Health D. Science.

102. Communication skills include: A. Reading. B. Math. C. Health D. Science.

103. An oral presentation should include: A. An introduction. B. A thesis. C. References. D. Work cited.

104. For the employees, teamwork usually results in: A. Loss of communication. B. Lower self-esteem. C. Greater insurance coverage. D. Increased morale.

105. Which statement is grammatically correct? A. “She brung in the new parts for us to use.” B. “This manual explains how to do it.” C. “It don’t seem like quitting time already.” D. “Was you aware of the problem?”