Ch. 9 & 12

Communication

100

What is the process of a sender transmitting a message to a receiver with the purpose of creating mutual understanding? A. Communication B. Gossip C. Grapevine

A. Communication

200

Which of the following is NOT a type of written communication? A. Business Letter B. Business Memo C. Gossip D. Documentation

C. Gossip

300

What does a business memo include? A. Date B. Subject C. Sender & receiver's name D. All of the above are included in a business memo

D. All of the above are included in a business memo

400

Which one of the following is NOT included in a formal presentation? A. Support content B. Non-verbal content C. Visual content D. Verbal content

B. Non-verbal content

500

All of the following titles are considered gender-specific, EXCEPT: A. Policeman B. Waitress C. Fireman D. Housekeeper

D. Housekeeper

Conflict

100

What is a disagreement or tension between two or more parties (individuals or groups)? A. Miscommunication B. Conflict C. Harassment

B. Conflict

200

What is when one party is allowed to have his/her way without the other party knowing there was a conflict? A. Accommodating conflict management style B. Avoid conflict management style C. Forcing conflict management style

A. Accommodating conflict management style

300

What is compromising conflict management style? A. Attempts to make the other party do things your way B. Both parties give up something in order to arrive at a mutually agreeable solution C. Both parties work together to arrive at a solution without having to give up something of value

B. Both parties give up something in order to arrive at a mutually agreeable solution

400

The following are basic concepts for dealing with conflict in the workplace, EXCEPT: A. Only you can control your response B. Do not allow feelings to dictate actions C. Try to resolve a conflict immediately D. Tell your family members about the conflict

D. Tell your family members about the conflict

500

The following are basic rules when dealing with a conflict, EXCEPT: A. Resolve a conflict in person if possible B. Remain calm and unemotional C. Not coming to a solution D. Be silent and listen

C. Not coming to a solution

Negotiation & Harassment

100

What is to create a dialog with other involved parties to in an effort to create a solution that is fair to all? A. Harassment B. Behavior C. Negotiation

C. Negotiation

200

What is any behavior by another employee that is of a sexual nature that you find offensive? A. Sexual harassment B. Hostile behavior harassment C. Quid pro quo harassment

B. Hostile behavior harassment

300

What type of behavior is standing up for your rights without violating the rights of others? A. Assertive behavior B. Passive behavior C. Aggressive behavior

A. Assertive behavior

400

If you are a victim of harassment, where can you seek assistance? A. Supervisor B. Human Resource Department C. Outside Resources D. All of the above

D. All of the above

500

All the following are examples of workplace bullying, EXCEPT: A. Employees who are consistently rude B. Employees who bad-mouth other employees C. Employees who demonstrate intimidating behavior D. All of the above are examples of workplace bullying

D. All of the above are examples of workplace bullying