Patience
Cain is very good at keeping his feelings to himself when he is under stress. What skill has Cain developed?
a. Self-esteem c. Self-control
b. Self-consciousness d. Self-actualization
c. Self-control
People who have self-control would generally respond to a supervisor’s constructive criticism by:
a. going on the defensive.
b. asking the supervisor for assistance.
c. justifying their actions.
d. using the feedback to help them improve.
d. using the feedback to help them improve
Is self-control a skill that can be learned?
a. No, self-control is an inherited skill.
b. No, people are born with self-control.
c. Yes, you can learn self-control by working at it.
d. Yes, you can learn self-control by watching others.
c. Yes, you can learn self-control by working at it
Practicing effective listening skills is courteous, and it benefits you by:
a. demonstrating your command of body language.
b. giving you time to plan your schedule.
c. helping you maintain control of the conversation.
d. encouraging the speaker to give you all the facts.
d. encouraging the speaker to give you all the facts
The Warwick Police Department arrested a man this weel for stealing what?
An e-bike
Olivia uses a lot of gestures when she is communicating with customers. What tool is Olivia using?
a. Body language c. Patience
b. Service attitude d. Empathy
a. Body language
How does self-control help you think clearly?
a. By helping you be defensive
b. By helping you be objective
c. By helping you deal with criticism
d. By helping you keep a positive attitude
b. By helping you be objective
Vanessa knows that traffic jams cause her stress, so she drives to work before the rush hour whenever possible. Vanessa is using:
a. stimulus control.
b. the reward technique
c. the punishment technique.
d. extinction.
a. stimulus control
When showing empathy toward others, which of the following is important:
a. Doing what the other person wants you to do
b. Putting yourself in the other’s place
c. Having had the same experience as the other person
d. Sharing your point of view
b. Putting yourself in the other’s place
Self-control helps employees deal with the business’s customers because employees with self-control are:
a. usually well-informed. c. able to respond quickly.
b. responsive to criticism. d. patient with other people.
d. patient with other people
Self-control can help you develop a positive attitude by helping you:
a. think before you make a response.
b. dwell on the fact that life is full of difficulties.
c. eliminate negative ways of thinking.
d. substitute positive thoughts with negative ones.
c. eliminate negative ways of thinking
One of Shane’s clients has a tendency to ask the same question several times. Even though Shane would love to shout, “I’ve answered that question for you three times already,” he doesn’t. Instead, Shane takes a deep breath, keeps his temper in check, and answers the question one more time. Taking a deep breath is an example of a(n):
a. stress trigger. c. burnout situation.
b. alternate behavior. d. self-observation.
b. alternate behavior
Enduring life’s aggravations and difficulties without getting upset requires you to have:
a. patience. c. ambition.
b. independence. d. empathy.
a. patience
A customer who is very angry about a mistake in an order is yelling at Billy Bob on the telephone. Self-control will help Billy Bob handle the situation by:
a. finding out who made the mistake.
b. stopping the customer’s angry speech.
c. listening without interrupting.
d. preventing the mistake from recurring.
c. listening without interrupting.
One of the benefits of having self-control is that it helps you:
a. be aggressive. c. say what you’re thinking.
b. maintain your dignity. d. eliminate all stress.
b. maintain your dignity
Keeping a pleasant expression on your face even when you are upset is a way of expressing self-control through:
a. assertiveness. c. posture.
b. verbal communication. d. body language.
d. body language
Which of the following is the best approach to solving most problem situations:
a. Act as quickly as possible.
b. Take plenty of time to handle the problem.
c. Wait until the problem solves itself.
d. Get as much advice from others as you can.
b. Take plenty of time to handle the problem
One of Vanessa's coworkers frequently makes critical comments about Megan’s computer skills. Vanessa can use self-control in this situation to help her:
a. get back at her coworker.
b. learn aggressive behavior.
c. file a formal complaint.
d. avoid an angry response.
d. avoid an angry response.
Self-control can help you enjoy greater professional success by helping you avoid:
a. making mistakes.
b. remaining calm when provoked.
c. building a reputation.
d. interacting with others.
a. making mistakes
Which of the following responses to a difficult situation would damage your professional image:
a. Showing empathy toward others
b. Listening without interrupting
c. Using inappropriate language
d. Controlling your facial expression
c. Using inappropriate language
Jowell is a cashier at the local pizza palace. When ringing up a customer’s bill, Jowell accidentally charged the customer $169.90 for a large pizza instead of $16.99. Which would be a good way for Jowell to maintain his self-control?
a. Apologize and laugh about the mistake.
b. Accuse the manager of insufficient training.
c. Say that it’s the cash register’s fault.
d. Pretend like nothing is wrong.
a. Apologize and laugh about the mistake