Communication Skills
This type of communication means speaking up respectfully and clearly.
Assertive communication
Being honest, respectful, and responsible are examples of this type of behavior.
Ethical behavior
Greeting customers politely is an example of good ______ service.
Customer
Wet floors can cause this type of workplace accident.
Slip and fall
Arriving on time is part of good ______ management.
Time management
“I feel frustrated when I am interrupted” is an example of this kind of statement.
An “I” statement
Taking supplies home from work without permission is this type of behavior.
Unethical behavior
When helping an angry customer, you should stay calm and do this first.
Use your active listening skills
Wearing gloves, goggles, or helmets are examples of this.
Safety equipment/PPE
A calendar, planner, or phone reminder can help with this skill.
Time management & organization
This listening skill includes eye contact, nodding, and repeating back information.
Active listening
Repeated unwanted behavior that makes someone uncomfortable at work is called this.
Harassment
True or False: Arguing with a customer usually improves the situation.
False
Reporting unsafe situations quickly helps prevent these.
Accidents/injuries
If a supervisor gives you criticism, the BEST response is to do this.
Listen calmly and try to improve
Passive, aggressive, and assertive are all types of this.
Communication styles
This type of harassment includes unwanted comments, touching, or jokes of a sexual nature.
Sexual harassment
Name one good way to deal with a difficult person at work.
Examples: stay calm, use respectful words, ask for help, listen carefully
True or False: Small injuries at work should still be reported.
True
Name one respectful thing to do when quitting a job.
Give notice, thank employer, stay professional, finish work
A coworker blames you for something you did not do. What is the BEST assertive response?
“I understand you’re upset, but I did not do that. Let’s figure out what happened together.”
A coworker constantly makes fun of another employee in front of others. What workplace problem is happening?
Bullying
A customer yells because their order is wrong. What is the BEST first response?
“I’m sorry this happened. Let’s see how we can fix it.”
A coworker spills liquid on the floor and walks away without cleaning it up. What should you do?
Report it, clean it safely if trained, or warn others
You are upset and want to quit immediately. What is the MOST professional action?
Give respectful notice and leave professionally