Communication
To communicate effectively in the workplace:
A. Take control of the conversation
B. Pay attention to verbal and non-verbal messages
C. Don't listen to others
D. Write down what to say so you are prepared
To communicate effectively in the workplace:
B. Pay attention to verbal and non-verbal messages
Arlene laughs and smiles when conversing with others, but she radiates tension. She raises her shoulders, has a shrill voice, and her body is still. Arlene needs to work on her...
A. active listening skills
B. Non-verbal communication
C. Verbal communication skills
Arlene laughs and smiles when conversing with others, but she radiates tension. She raises her shoulders, has a shrill voice, and her body is still. Arlene needs to work on her...
B. Non-verbal communication
You work at a law firm. Your coworker always leans over to you and whispers mean things about the lawyers' appearances. The BEST solution is to...
A. Make fun of your coworker behind his back to the lawyers to get back at him.
B. Avoid your coworker
C. Tell the lawyers what your coworker is saying
D. Confront the coworker and tell him to stop
You work at a law firm. Your coworker always leans over to you and whispers mean things about the lawyers' appearances. The BEST solution is to...
D. Confront the coworker and tell him to stop
Someone with a growth mindset...
A. Focuses on appearing smart
B. Sees failure as a way to get better
C. Avoids tasks that are overly challenging
D. Criticizes others
Someone with a growth mindset...
B. Sees failure as a way to get better
Frank needs to tell his team some negative feedback they got. His team has been working hard, so they may be upset about the feedback. What is the best way for Frank to tell them this?
A. Hold an in-person meeting to gauge how they feel through verbal/non-verbal reactions
B. Send a letter in writing to everyone
C. Hold a video conference
D. Send an email so everyone can read it before their next meeting
Frank needs to tell his team some negative feedback they got. His team has been working hard, so they may be upset about the feedback. What is the best way for Frank to tell them this?
A. Hold an in-person meeting to gauge how they feel through verbal/non-verbal reactions
The best way to let the speaker know that you understood what they said is to...
A. Restate what was said in your own words
B. Repeat exactly what was said back to them
C. Ask the person to repeat themselves
D. State all of the reasons you disagree
The best way to let the speaker know that you understood what they said is to...
A. Restate what was said in your own words
Which of the following represents a 4 step process for addressing and defusing conflict?
A. OKAY
B. FINE
C. CALM
D. EASE
Which of the following represents a 4 step process for addressing and defusing conflict?
C. CALM
A barista, Robyn, takes an order for a medium coffee with cream and sugar. Robyn tells her coworker "I need a medium daily drip sweet and light." When giving the coffee to the customer she says "here is your medium coffee with cream and sugar."
Robyn uses
A. Code Switching
B. Body language
C. Customer satisfaction
A barista, Robyn, takes an order for a medium coffee with cream and sugar. Robyn tells her coworker "I need a medium daily drip sweet and light." When giving the coffee to the customer she says "here is your medium coffee with cream and sugar."
Robyn uses
A. Code Switching
You work as an officer work with 4 others who do the same tasks as you. You were confident your first day, but realized that you do not know how to do many of the tasks. Wha tis the BEST way to handle the situation?
A. Ask a co-worker for help completing tasks you don't know how to do
B. Watch your coworkers do these tasks and copy them
C. ignore the tasks you are unsure of
D. Ask your supervisor for additional training for the tasks you don't know how to complete
You work as an officer work with 4 others who do the same tasks as you. You were confident your first day, but realized that you do not know how to do many of the tasks. Wha tis the BEST way to handle the situation?
D. Ask your supervisor for additional training for the tasks you don't know how to complete
James is writing a memo about changes to company sick leave. His employees are mad about the change. How should he start the email?
A. Reasons behind the change to help them understand
B. The purpose of the memo
C. An apology for the change
D. A list of details about the policy change
James is writing a memo about changes to company sick leave. His employees are mad about the change. How should he start the email?
A. Reasons behind the change to help them understand
When communicating via email you should...
A. shorten the message to save space
B. Use complete sentences and proper grammar
C. Use all abbreviations and acronyms used in your job
D. Use ALL CAPS
When communicating via email you should...
B. Use complete sentences and proper grammar
Which of the following is not a recommended way to greet a costumer:
A. Welcome them
B. Say a friendly hello
C. Offer help
D. Hug them
Which of the following is not a recommended way to greet a costumer:
D. Hug them
Reggie had a disagreement with a a coworker. His coworker was in the wrong. Reggie has to work with him today. What is the WORST way to handle the conflict?
A. Ask someone else to work with him
B. Apologize and ignore the conflict
C. Talk about the conflict privately
Reggie had a disagreement with a a coworker. His coworker was in the wrong. Reggie has to work with him today. What is the WORST way to handle the conflict?
A. Ask someone else to work with him
Your manager gives you feedback about your non-verbal body language when you talk to costumers.
Which of the responses is reflective of a growth mindset?
A. Thank you for the feedback! How specifically can i improve this?
B. This feedback is unfair
C. Okay Ill work on it
Your manager gives you feedback about your non-verbal body language when you talk to costumers.
Which of the responses is reflective of a growth mindset?
A. Thank you for the feedback! How specifically can i improve this?
Zach is a receptionist. While he is on the phone, another costumer arrives in person. What should he do?
A. Ask the costumer to hold
B. Finish the conversation and then acknowledge the visitor
C. Acknowledge the visitor and signal that he will help her shortly.
Zach is a receptionist. While he is on the phone, another costumer arrives in person. What should he do?
C. Acknowledge the visitor and signal that he will help her shortly.
What is the purpose of this email:
Good afternoon Mr. Brookside, I’ve reviewed the upcoming schedule and would like to make a recommendation: Since Adam and Xavier will both be servicing multiple customers in the bay area on the same days, it might be more efficient for them to work together and drive the same company van next week. What are your thoughts? Best regards, Elana
A. Persuade
B. Inform
C. Connect
D. Entertain
What is the purpose of this email:
Good afternoon Mr. Brookside, I’ve reviewed the upcoming schedule and would like to make a recommendation: Since Adam and Xavier will both be servicing multiple customers in the bay area on the same days, it might be more efficient for them to work together and drive the same company van next week. What are your thoughts? Best regards, Elana
A. Persuade
Which nonverbal communication is the BEST?
A. Taking detailed notes
B. Stopping periodically to ask questions
C. Leaning forward and looking
D. Folding your arms and looking
Which nonverbal communication is the BEST?
C. Leaning forward and looking
You are a basic issue costumer support representative for a company. If a complex issue is brought up in a call, you transfer them to professionals. You have an angry costumer on the phone, and you cannot identify the problem. What is the BEST solution?
A. transfer them to professionals
B. Actively listen and ask follow up questions to identify the problem
C. Tell the costumer you cannot help because the problem is on their end.
You are a basic issue costumer support representative for a company. If a complex issue is brought up in a call, you transfer them to professionals. You have an angry costumer on the phone, and you cannot identify the problem. What is the BEST solution?
B. Actively listen and ask follow up questions to identify the problem
A store manager needs to email her team complex steps for the new closing process. She should
A. send a spreadsheet
B. Telephone
C. Email
D. Slide
A store manager needs to email her team complex steps for the new closing process. She should
D. Slide
A coworker makes an insulting comment to you. In response, you should:
A. Calmly tell the coworker hw their comment made you feel
B. Avoid the coworker
C. Talk to your supervisor
D. Respond to the coworker with an insulting comment
A coworker makes an insulting comment to you. In response, you should:
A. Calmly tell the coworker hw their comment made you feel
Sensitive information should be communicated
A. on email
B. Verbally
C. Over text
Sensitive information should be communicated
B. Verbally
employee _________ is directly related to an organization's ability to communicate effectively.
A. salary
B. satisfaction
C. attendance
D. workstyle
employee _________ is directly related to an organization's ability to communicate effectively.
B. satisfaction
You are the manager at a restaurant. A costumer tells you their waiter was rude, but you saw the interaction. You know that the waiter was kind and the customer was rude. What is the WORST was to handle the situation?
A. Apologize and assure the costumer the waiter will be disciplined
B. Listen to the costumer and thank them for their feedback
C. Tell the costumer they were the rude one and should apologize to the waiter.
D. Explain that the waiter tried their best
You are the manager at a restaurant. A costumer tells you their waiter was rude, but you saw the interaction. You know that the waiter was kind and the customer was rude. What is the WORST was to handle the situation?
C. Tell the costumer they were the rude one and should apologize to the waiter.
Jane wants to apply for a project assistant position at her company. She has all of the qualifications except with scheduling software. What is the best way to handle the situation?
A. Ask if her company can pay for a class
B. Study manuals for next time the position opens up
C. Apply for the job but avoid discussing the software
D. Observe the other assistants
Jane wants to apply for a project assistant position at her company. She has all of the qualifications except with scheduling software. What is the best way to handle the situation?
A. Ask if her company can pay for a class
Dani got promoted to a new position. When Dani's supervisor talks to her, Dani feels like he is overly critical.
A. Ask coworkers if they feel the same way
B. Ask to have her old job back
C. Tell the supervisor how she feel
D. Observe the way her supervisor acts with coworkers
Dani got promoted to a new position. When Dani's supervisor talks to her, Dani feels like he is overly critical.
C. Tell the supervisor how she feel