The Workplace
True or False
Workplace politics can be good or bad
True
A first impression is typically made in the first
A) 7 to 10 seconds
B) 20 to 20 seconds
C) 1 to 2 minutes
D) 3 to 5 minutes
What is 7 to 10 seconds.
Giving a customer a coupon for free shipping or 15 percent off of a future order is an example of which customer service strategy?
What is "Go the extra mile."
Which should you do first if you are a team leader?
A) establish clear expectations
B) Plan and organize meetings
C) Learn members' skills and strengths
D) Make work assignments
What is, "True."
Which strategy will help you avoid or minimize interference?
A) use lunches and breaks to visit with coworkers
B) Keep phone conversations effective but brief
C) Group like tasks together and handle them at the same time.
D) All of the above
What is, "all of the above."
This chapter advises using a(n) _________ to decide the right direction to go ethically.
What is an Ethical Road Map?
When being introduced, you should:
A) remain seated
B) shake hands only if the person is of higher rank
C) establish eye contact with the individual
D) smile, but do not engage in conversation.
What is "A" - establish eye contact with the individual.
Always "stand up" if seated.
Greet the other person
Shake hands
Establish a conversation
You should always give customers what they want because . . .
The manager receives a complaint from an employee about another employee. What is the best course of action?
1) send an email demanding an apology
2) get the facts first
3) let the team settle it.
What is, "get the facts first."
Long-term stress occurs when a stressful situation is prolonged with no rest or recuperation for the body. Which is an example of long-term stress?
A) not getting along with your coworkers
B) answering a busy telephone
C) going to a job interview
D) handling clients and customers
Elizabeth worked hard for the quarterly bonus. Is this an example of "intrinsic or extrinsic motivation?
What is, "get the facts first."
When making introductions, you should not
A) name the person of lowest rank first
B) say each person's name clearly
C) it is not appropriate to mention something personal about each person.
D) All of the above
What is "all of the above."
Which is an example of an internal customer?
A) a consumer who buys a new car
B) a student who visits a library
C) an employee who visits the computer help desk
D) an organization that contracts with a landscaper
What is "C" an employee who visits the computer help desk
True or false. Being able to work on a team is considered one of the most important skills for an employee to have.
What is, "True."
True or false. You do not need to consider the goals of your coworkers or supervisor when setting your own goals.
Make sure you understand the mission of your organization and the goals of your department and choose goals that contribute meaningfully to them.
Which of the following is an intrinsic motivator?
A) Raise or bonus
B) Letter of appreciation
C) feeling of accomplishment
D) All of the above
What is, "feeling of accomplishment."
What should you do if you forget the name of a people you are introducing?
A) skip it
B) make something up
C) apologize for forgetting someones name but make the introduction
D) none of the above
What is "C" apologize and make the introduction.
People would rather have you try rather than have them stand there unacknowledged.
What is the second step in problem solving?
What is "Collect information."
Sexually oriented jokes and suggestive posters in the workplace is an example of ____________ sexual harassment.
A) quid pro quo
B) hostil environment
C) both
D) neither
What is "C - Both"
Sexual harassment is defined as unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexutual nature" that
1) explicitly or implicitly affects an individual's employment.
2) unreasonably interferes with an individual's work performance.
Creates an intimidating, hostile, or offensive work environment.
True or False.
Advances in technology have allowed administrative professionals to do more work in the same amount of time.
True
Taking ownership of the responsibility for the success or failure of a group is part of _______________
The ability to produce new ideas and to be original and imaginative is:
What is critical thinking
______________ is training personnel to complete differing tasks within a department or unit or reassignment duties because of internal reorganization or restructuring of business operations.
What is "Cross-training."
Employees from the design, engineering, and maintenance departments are temporarily assembled into a team to redesign the front sales entrance at the main building. This team is an example of what type of team?
What is a Cross-functional team
Begin with ____________ is common advice that emphasizes the importance of developing a strategy when serving as a leader.
What is "the end in mind."